AmeriGas Propane LP

Review: My problem is in concern for the removal of propane tanks from my property with Amerigas, [redacted], N.Y.....This company was my propane company since July 2012 until August 21, 2014. I recently switched to another propane company due to Amerigas high prices of which I can no longer afford due to living alone and being on a fixed income of SSD. I was a great customer who paid all my bills in full and way ahead of the due date. I called Amerigas on August 12, 2014 before the delivery and set-up of my new company's tanks and propane. They told me to call them the day my new company set up my tanks and removed theirs and they would send someone out within a couple of days of that date to remove theirs. This was 3 weeks ago. And I have called Amerigas 4 other times since, spoke to different CSR's, and left one message. They keep telling me they will document and get someone here to remove the tanks. My other concern is I need my money now so I can pay my new company and whether they will give me a hard time about paying me what is owed to me minus what they get off the top. I also am very uncomfortable having 2 tanks filled just sitting in the midst of my yard.Desired Settlement: I understood completely with myself terminating business with this company due to high prices I could no longer afford that there would be a pick up fee of $39.99 plus tax for removal of the tanks and a fee of .35cents for every gallon still in the tanks that has to be drained. I was told by my new company the tanks most likely will not get drained, that most companies don't, they just add propane to them when they are set up on another customer's property. I have taken pictures of the gauges on both tanks and told the Amerigas CSR's that the tanks have 64.5% and 61.5% which totals 156 gallons of propane in them, in which I paid $3.21 per gallon for. So the total for the propane in the tanks would be $500.76 minus their amount they say they would get off the top of $97.39, leaving me a balance of $403.37. But now I feel due to the stress of contacting Amerigas 5 times so far, and getting no where, and having extra propane tanks sitting in the midst of my yard which I am concerned with the children that play in the area, and how I have explained my concerns to Amerigas which doesn't seem to matter at all to them that since I was an excellent customer, never late with payment, that the stress I have endured the last 3 weeks I feel entitles me to the full refund of $500.76.. This company has a due date on their bill which I abided by way early, why when it comes to removing their tanks and refunding my money that I desperately need they feel they don't have to do so until they want.

Business

Response:

October 8, 2014 Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint. Upon receiving this complaint we immediately opened an investigation to the allegations contained therein. We have concluded our investigation and provide the following response.[redacted] is correct she did contact us in August to have her tanks removed. We however did not remove the tanks and issue her credit for the remaining propane until September 18th. Her refund for $433.40 was generated and sent to her on September 24th however we will be honoring the request she made in her letter to you and are issuing her an additional refund for the remaining amount of $67.36.We value our customers both past and present and apologize for any inconvenience we may have caused [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me. Sincerely,Jill DCustomer Advocacy Manager

Review: I recently purchased a home in [redacted] that has a external propane gas cylinder that supplies the gas stove. I was told by the owners they were leaving the gas for me and it became part of our negotiation. Since then [redacted] has visited my home to provide an orientation of the cylinder and services. They proceeded to charge me for the gas remaining in the tank as they said it was policy for them to credit the previous owners and charge the new owners. I have since had conversations with them and told them that they need to show me proof that they have credited the previous owners and until them I will not pay for the remaining gas. To this day then will not show me proof of any credit and to my knowledge they have not credited anyone for the gas. I am in contact with the previous owners of this house and they assure me they have not been credited for the gas and reemphasize they had a discussion with Amerigas, now [redacted] gas, that they wanted to leave the gas for me at no charge. In conversations with [redacted] gas they don't have correct information on the previous owners and refuse to obtain the correct information telling me the last account they had with this address was 12 years ago. I purchased the house June of 2013. In the meantime they continuously send me bills and each month they add a late fee of $36 dollars. Bottom line is this company is attempting to get paid twice for one sale and I can only imagine how many other folks they are doing this too in addition they are attempting to collect late fees for money that is not technically owed.

Product_Or_Service: Propane Gas

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Basically I want the bill wiped clean and I want any reports provided to credit agencies redacted. Or I want the correct previous owners to be credited so I can in good conscience pay for the gas.

Business

Response:

February 4, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. d/b/a [redacted] Gas (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding customer service issues. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

When a location changes owner, our policy is to credit the previous owners for the propane remaining in their tank and bill the new owner for the unused propane. As a courtesy, we have credited **. [redacted] $327.28; this includes the original invoice of $255.28 for the propane and two late fees of $36.00 each. Currently, **. [redacted]’s account has a zero balance. Please let this response serve as confirmation that no derogatory credit information has been reported to any credit bureau or credit reporting agency.

We value our customers and apologize for the inconvenience we caused **. [redacted]. We trust this response addresses his concerns. If you have any questions or require further information, please feel free to contact me.

Sincerely,

I have been dealing with this company for two years to try and get on a monthly payment program like their website tells you you can do. Every time I call the office (which you can't reach directly, you have to leave your name and number so they can call you back) I get a different answer. One time the woman tells me you can only get on a monthly payment program in the spring, another phone call and another woman says you have to do it in the summer and when I question that, she says, oh, you can do it in May. But, you can't do it with the propane you just bought. You have to pay off that bill and then they start collecting money ahead of your next order, so you are paying in advance. At least I think that's how I think it works, I never got a straight answer on that either. At first they told me they could not come out and fill my tank on a regular basis. I had to call each time. Then they changed their minds and started checking the tank and automatically filling it if it was down. The last time they filled it with 177 gallons on March 4th - after winter (this is N[redacted] C[redacted]) - and with way too much propane that I won't use until next January. so, guess what, now I can't sign up for a monthly payment until I pay off that delivery. Today they sent someone out to lock my tank because I hadn't paid. I had been paying about $125 a month but apparently partial payments don't count. So, I paid it in full, but they never checked online to see that I had paid. It's a good thing I was home so they could ask before actually locking the tank. Do not go with Campbell Propane. Their accounting office does not know what they are doing and their customer service is awful.

Review: Called AmeriGas and ordered Propane December 6th, [redacted] told me to get on the budget plan then we can be sure I have delivery in Aug/Sept for the coming winter months. She wrote my order and put it into a "que" for the drivers with no "date" for delivery. On December 11th she called and said I had to pay $27.38 for clearing paperwork to get the budget rate, ie paying part of the $92.00 "tank rental" (which had been rented through original business "Northern Energy" some 20 years ago). I called again December 16th to ask "where" in the que is my delivery? Her first question was "how much do you have left in your tank?" IS this so I am forced to request a "special" delivery so the company can charge an extra $75.00? No, I did not answer "her" question of how much is left..........instead I said "I am at your mercy" she laughed said "you are silly"; I never asked her if she or the company was waiting until I ordered a "special" delivery because I did not want to create any negativity to continue to have poor service. My complaint is AmeriGas still has not delivered propane and it has been since December 6th.Thank you for taking the time to review my complaint.Consumer,[redacted]Desired Settlement: Since I was put on a "budget" plan; I'd like to have propane delivered without having an "extra fee" charged for a "special" delivery.

Business

Response:

December 30, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding how long it took for her propane to be delivered. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

**. [redacted] is correct she did contact our office on December 6, 2013 to schedule a delivery. Unfortunately, at that time we did not handle her order correctly and we had follow-up with her on December 11 to finish placing the order. **. [redacted]’s propane was delivered on December 19th. Upon receipt of this letter AmeriGas District Manger [redacted] contacted **. [redacted] directly to discuss her concerns. **. [redacted] explained to her that although we were very busy it was in no way an excuse for the untimeliness of her delivery and that we would make every attempt to respond more quickly in the future. **. [redacted] told **. [redacted] that her tank did get low but she never ran out of propane nor was she charged any extra delivery fees. **. [redacted] was appreciative of the call by **. [redacted] and this matter has now been resolved.

We value our customers and apologize for any inconvenience we have caused to **. [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.

Sincerely

Review: Five months ago,(5/3/14) we received a bill from Amerigas at a service address which had been our property but had been sold March of 2013 to [redacted] and [redacted]. I called the local Amerigas office and received their answering machine so left a detailed message. A week later (5/8/14) we received another Statement for the same billing. I again called the local office and the woman on the phone apoligised and stated they would send someone out to set up a new account with the new owners. The next month (6/7/14) we received a past due notice. I again called the local office (call #3) and talked to another woman who assured me the matter would be resolved. In July we received another past due notice. On 7/24/14, I called customer service in [redacted], CA and was assured that the matter would be corrected. This month we received another past due notice and again I called the [redacted], CA customer service on 8/9/14. I was told that we should go out to the new property owners and have them come into to the local office with us and set up a new account. We now live approximately 100 miles away. This is absurd when it is their mistake for not confirming the account owners. On 8/11/14, Terry from the [redacted] office called and stated the charges would be removed from our account. This remains to be seen.Desired Settlement: Appology, billing correction and notification of credit bureaus with confirmation to us.

Business

Response:

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Tue, Aug 26, 2014 at 11:45 AM

Subject: Fwd: Complaint ID# [redacted]

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: Amerigas Customer Advocate <[email protected]>

Date: Tue, Aug 26, 2014 at 10:59 AM

Subject: Complaint ID# [redacted]

To: "[email protected]" <[email protected]>

[redacted],

Unfortunately, I am unable to locate the account information for [redacted]. The account number she provided in her complaint is missing a number and I am unable to locate an account using her name, phone number or PO Box. Is it possible for [redacted] to provide some more information? The following information would be most helpful: correct account number or service address, name on the account and the AmeriGas location she used.

Thank you,

Jill D[redacted]

Jill D[redacted]

Driving Customer Service Every Day

Customer Advocacy Manager

Office: ###-###-####

Review: I requested my service to be discontinued and the tank - that had been in my yard over 20 years (above ground) to be removed. I have requested the tank and my refund to be taken care of since Oct 2013.

After many attempts I asked for the refund to be made --even if they are having problems getting the tank -- they have refused to do so since it policy not to return until the tank is picked up. I am in a loop and Im unable to cut grass and redo landscape because of this hugh - there has been many weeks without rain - so I should be on the list if this is the hangup.Desired Settlement: return my mony owed and pick of pick up tank and refund my money with interest

Business

Response:

August 7, 2014Dear [redacted]:Thank you for giving AmeriGas L.P. (“AmeriGas) an opportunity to respond to [redacted]’s complaint regarding a tank removal and a refund. AmeriCas takes any complaint we receive seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.AmeriGas picked up the tank from [redacted]’s residence on July 30, 2014. A refund in the amount of $485.35 has been issued for [redacted]. He should allow seven (7) to ten (10) business days for the refund check to arrive.We value our customers both past and present and we do apologize for any inconvenience we may have caused [redacted]. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill D[redacted] Customer Advocacy Manager

Review: I have cancelled my service with Amerigas on Jan.31,2014 they were supposed to pick up their tank which is empty, and refund at least 732.83. They have given me multiple excuses of why they have not done what they say they will do. I was told I would get my refund in 6-8 weeks, still waiting. Also, they said they would pick up their tank, and then they would refund my money, but their tank is still sitting in my yard and is becoming an eye sore. Next, which is really why I really need your help, is because they are continuing to bill me even though I do not owe them, they owe me. I worked hard to have such an excellent credit score and I do not want them to ruin it. I am tired of talking to Amerigas about this problem because nothing is getting done. Last week I called them yet again, and I was reassured that they would send someone out the next day, but again I am still waiting. I would like to get this matter resolved as soon as possible. I hope that you can help me.Desired Settlement: Amerigas owes me at least 732.83. They also stated that they would not charge me 25.00 since the tank is empty. Also, during another call they also stated that they would not charge me the 40.00 fee for picking up the tank. But, what I really want them to do is stop sending me a bill, through e-mail and regular mail as well. Concerned consumer, thank you for your time. Sincerely, [redacted]

Business

Response:

May 30, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank pick and refund. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.We apologize for the delay in picking up the tank from **. [redacted]’s property. We had experienced a challenge of retrieving the tank due to the wet ground. We were able to safely pick up the tank and a refund of $732.83 was issued and mailed to **. [redacted].We value our customers both past and present and apologize for any inconvenience caused to **. [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,

Review: We changed Propane service the end of July 2012. We had poor sevice and also found a cheaper supplier. I went directly to the AmeriGas office in [redacted] on August 1st and informed them that their tank had been removed and where it was sitting empty on my property. The tank was not picked up until the middle of January after several calls to [redacted] office and the customer service number. We stated getting bills for rent on the tank starting in August and they increased each month Through December. I wrote a letter on 1/1/13 and sent a copy to [redacted] office and the office in [redacted] that we paid our bill to. The tank was picked up a couple weeks later and we stopped getting bills. Now on May 6th, five months later we get a bill from [redacted]. a collection agency again wanting us to pay rent on that tank. My account number is [redacted] with AmeriGas. [redacted] Phone AmeriGas [redacted]. Bill is for $120.00Desired Settlement: I want my account cleared and some notification to that effect either by letter or e-mail.

Business

Response:

Response to Revdex.com Case # [redacted] - [redacted]

Inboxx

Amerigas Customer Advocate [redacted]

11:15 AM (37 minutes ago)

to me, [redacted]

Images are not displayed. Display images below - Always display images from [email protected] [redacted]. Please accept the attached letter as our official response to Case # [redacted] - [redacted]. Please should you have any other questions do not hesitate to contact us. Sincerely, [redacted]Field Communication Analystph. [redacted]

Review: Discontinued service with Amerigas over a year ago due to repeated service and product issues without satisfactory resolution. We had a noticeable gas leak (evidenced by a strong odor and very abnormal propane usage) at the tank connection, yet their service technicians failed to identify it. After notifying the company that we were discontinuing service with them, we continued receiving a bill for the propane tank, and a driver even attempted to fill the obviously disconnected propane tank. We have called the company on multiple occasions over the past year to pick up their tank, which has been sitting disconnected in our yard. We are always told that they will pick it up "within the next week", yet it still remains in our yard.Desired Settlement: Remove disconnected propane tank from our property immediately.

Business

Response:

We are currently researching this complaint. We will respond as soon as possible and apologize for the delay.

Thank you,

Jill D[redacted]

Customer Advocacy Manager

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: It started when I called them about a credit that should have been added to my account. I received a $357.00 fuel assistance voucher back in December. When I received my January bill, it didnt reflect that credit. I called and inquired about the fuel assistance voucher and was given a reason that didnt make any kind of sense. The first representative said the voucher had been credited; then she said that she wasnt sure of what happened to it. She concluded that they could hold the voucher until April before finally crediting it to the account. Regardless, I was expected to pay whatever new amounts that were added to my account. I mentioned to the rep that I would call social services about that and she got an attitude with me. About two hours later, I got an email telling me that I owed $410 amount for February. My account was paid for the entire year of 2013, which I have proof of. I called Amerigas back two days later and spoke to a different representative. She tells me that $87 of the $357 fuel assistance voucher had been credited to my account and because I am on a budget plan, I would have to pay an initial fuel increase for the beginning of the year due to rising fuel prices. It didnt make sense being that I didnt have this problem last year. About a week later, a delivery man came out to my house. He looked at my fuel meter, saw that it was at ten percent, and didnt pump any fuel. He arrived and left without any notice, although he could see I was home. I cant get anyone to explain about the fuel assistance or the hike in the bill. Another thing, I complained that the meter does not work properly. This complaint was made last year. I was told to tap the meter and no other action was done. I feel like they just brush you off and you're given the runaround. I dont know what else to do. To look at my account online; no information is provided. You just have to take their word for it, and most times their advice is to just either ignore any issues or to pay more money without little to no explanation of where its actually going.Desired Settlement: I would like to have a gas tank with a gas meter that works properly; and and written proof of alleged amount and not just a bill stating amount with nothing else.

Business

Response:

March 7, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted] complaint regarding her account and tank gauge. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted] complaint, we investigated the allegations contained therein and provide the following response based on our findings.

**. [redacted] was informed by her local AmeriGas Customer Service Representative of the [redacted], intent to pay voucher process. Once a delivery is made, AmeriGas sends a copy of the delivery ticket with the voucher to Social Services to verify the delivery has been made. AmeriGas must then receive payment from Social Services which could take several months, prior to applying to the voucher to the customers’ account.

**. [redacted]’ monthly budget payment did increase due to the rising cost of fuel this winter caused by propane shortages across the country. **. [redacted] did not enroll in any of our guaranteed price programs; therefore her pricing is based on the market price during the time of delivery. If **. [redacted] would like more information regarding our guaranteed price programs she can contact her local AmeriGas office at ###-###-####. **. [redacted] is currently two months behind on her budget payments and currently has a balance of $743.83 on her account.

An AmeriGas Service Technician is scheduled to examine **. [redacted]’ tank gauge on March 18, 2014.

In light of the foregoing, AmeriGas reasonably believes that this matter has been resolved. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Review: On July 29, 2014 I initially contacted my local propane provider (Amerigas at 502-549-3113) of whom I've been a customer since Sept. 20, 1995, to order a refill of my tank from them. I spoke with a person named "Erin" at that time who told me the refill rate would be $2.89 per gallon, and that I could expect delivery in a couple of weeks. After approx. 4 weeks I called the same customer service associate in August to inquire as to the status of delivery as I still had not had propane tank refilled. I was assured by this associate that delivery would occur within a couple more weeks as delivery drivers were out not filling customer requests. I called again on Sept. 11, 2014 and spoke with Sarah who stated delivery trucks were out now making their rounds and to expect delivery within an indeterminate time frame. As of this request date Oct. 6, 2014 I still have not received propane delivery as promised. My family relies on propane gas as a supplemental energy source to heat our home during the winter months. Unfortunately, no other propane company will fill a tank that is owned by a different company. I contacted the Kentucky Public Service Commission who recommended your services as they do not, unfortunately, regulate propane companies.Desired Settlement: Delivery of propane and filling of tank per initial request on July 29,, 2014 at the rate of $2.89 per gallon which was quoted by customer service (Erin and Sarah at ###-###-####), within 2 weeks notification by the Revdex.com to this company.

Business

Response:

October 17, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding the price he was charged for a delivery. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.District Manager, Don P[redacted] was able to speak with [redacted] to resolve this matter. Mr. P[redacted] corrected [redacted]’s price per gallon to $2.89 and apologized for the mistake.We value our customers and apologize for any inconvenience we may have caused [redacted]. In light of the foregoing, AmeriGas reasonably believes that this matter has been resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager

Review: Amerigas came out to fill propane in our tank at our house in [redacted] because the gas stove was not working properly. The first Amerigas employee came out and filled the tank. Interestingly, right after filling the tank, this employee came back to the office and stated that the tank may not be right (according to Area Director, [redacted]). The stove still did not work. Another technician, [redacted], came out to investigate the next day. [redacted] looked at the tank and then called his safety officer and talked for over 20 minutes. He, then, "red-tagged" the tank. He stated to the tenants, "we won't replace the regulator because it is improperly buried and not approved for under-ground use." The tenants are up in ar** because [redacted] pontificated to them that he did not know the condition of the tank and he would not personally be comfortable using the tank if it was his home. Later my wife called, since we are the owners, and talked to [redacted] and relayed to [redacted] about the alarming information and tone relayed to the tenants. [redacted] was much calmer when speaking to us and stated that he only red-tagged it so no-one else could fill the tank. [redacted] said he can replace the regulator as long as somebody removed the deck boards. After my wife arranged for someone to come and remove boards, [redacted] told my wife that the guy who removes the boards needs to replace the regulator because he ([redacted]) can't touch anything. My wife stated to [redacted] that this comment about not touching the regulator was different than what he said earlier and the individual we arranged to remove boards may not know how to change a regulator. My wife then searched for another contractor who could do everything - removing boards and connecting the regulator. The contractor comes out and removes the boards. The contractor calls a different Gas Company ([redacted]) to investigate the tank. [redacted] confir** that it was out of code. Then, [redacted] from Amerigas, calls and said that it is legal now and since the boards were up, [redacted] would go out and put a regulator on. My wife replied that we found out from another Gas company that the tank was out of code. [redacted] replies, "oh, umm let me go check into something and I will get back to you." [redacted] calls back that same day and stated that it was out of code. From that point on, we worked this issue with our newly-hired construction company ([redacted] Constuction Company) who closely worked with [redacted]'s Gas to make sure all repairs were performed according to code. This whole created a crisis of confidence between us and Amerigas, and our tenants as well as a huge safety issue. The Amerigas technician was duplicitous at best and told untruths at worst. Furthermore, the Area Director and local store manager completely followed their technician. We have been customers of Amerigas in [redacted] since 2011 and had our tank inspected by them and propane added on several occasions. My wife talked to the Store Manager in [redacted] about the propane charge, service labor charge, HazMat Fee, Fuel recovery fee, service dispatch charge and a charge for a regulator that was not put on the tank system. She only removed the regulator charge, the Hazmat fee and the fuel recovery fee. She would not remove the labor charge, the service dispatch charge nor the propane that was loaded in a tank that could not be used. I called the national office and spoke with [redacted]. I explained that because of the false, misleading, or confusing information provided by Amerigas, all of these charges should be removed. I also said that we would stipulate only the Service Dispatch Charge as appropriate based on how this was handled. We were eventually called by the Area Director, [redacted], who spoke to my wife. My wife had to calm him down. He said on multiple occasions on this phone call "this conversation is over." He complained that I called the national office. In the course of the conversation, [redacted] also stated that after filling the tank the employee came back to office and commented that the tank may not be in code. My wife tried to explained why we were upset and how the technician was duplicitous but she was unable to get her point in over **. [redacted]'s mean-spirited talking. He was upset that he sent technicians to our house, unbeknownst to us or our tenants, to inspect the tank and was kicked off the property by the Tenants for trespassing. His final point was all charges still stand. We paid $292.70 and had our relationship with our tenants irreparably damaged thanks to Amerigas. How can we trust Amerigas now?Desired Settlement: We want a refund for all charges - propane into a bad tank that was questioned by employee filling tank and service labor charge for what labor - for this incident except the service dispatch charge of $39.99 which we see as fair. We paid $292.70 so we should receive a refund of $252.71 ($292.70-$39.99).

We also would like a written apology from Amerigas for all of the confusion from [redacted] and rude phone calls from the Area Director, [redacted].

We are considering sending a letter to the editor of the [redacted] News-Miner newspaper about this event, the poor customer service from Amerigas at the local and regional level for [redacted].

Business

Response:

We are stilll researching this complaint and will provide our official response as soon as we complete the investigation.

Respectfully,

AmeriGas Customer Advocate

December 30, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane an opportunity to respond to **. [redacted]’ complaint regarding the service he received from our company. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’ complaint, we investigated the allegations contained therein and provide the following response based on our findings.

**. [redacted] is correct he did contact us to schedule a delivery. **. [redacted]’ account is set-up as a will call account which means he calls us when he needs propane. When our delivery representative delivered the propane, he advised the tenants he did not believe the tank was set within code. He explained to them he would have a service tech follow up and verify his findings. After the delivery [redacted]. [redacted] called into the office to request a service check as they believed that there was a problem with the propane flow from the tank. At this time our representative explained to her the associated fees and she approved the dispatch of service. When our service technician arrived he discovered the regulator was bad but could not replace it because it was not accessible. The tank had been buried in the ground and had decking built up against it which is in violation of code. In accordance with our company policies, our technician preceded to red-flag the tank to indicate to both our drivers and other company’s drivers not to fill the tank. Our technician informed both the tenants and the property owners the tank could no longer be filled until it was relocated. **. [redacted] was not happy with this so we had our Area Safety Advisor dispatched to the residence to further research our technicians’ findings but he was denied access to the property.

**. [redacted] sought his own second opinion and the company he hired was in agreement with our findings. We recommended a few contractors to **. [redacted] however the company he hired to handle the tank relocation woks with another propane provider and he has since decided to use them for his propane needs.

We did make every attempt possible to save his business and we are sorry we were not able to do so. In light of all of our attempts to try and work with **. [redacted] we do not feel his request for a full refund is reasonable. He was only charged for the propane we delivered and the original service fee. We did not charge his account for any of the additional service hours or trips we made to attempt to resolve this problem.

We value our customers and apologize for any inconvenience we may have caused the [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter resolved. Please feel free to contact me if you have any questions or if the customer provides additional information.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: There were several areas not addressed by [redacted] which were key to submitting my first ever Revdex.com complaint. I do not need the money but I do believe right is right. The Amerigas technician who was called to fill the tank did notice the tank may not have been in code as he was filling the tank. So, the $139 charge for propane in a tank that was questionable is my first complaint. If Amerigas looks up my customer history, they will see that I had been a customer since 2011 with the very same tank in place. The second technician, [redacted], came out and totally messed up an already tense situation. If you read my complaint, you will see how his comments about the situation were duplicitous at best and dishonest at worst. He panicked my tenants by providing his personal view that "if he were in this situation with this tank, he would not feel safe." Then he was calm with us that we just needed someone to remove the boards and he could change the regulator. When we contacted a handyman to do that, [redacted] then said he can't touch the regulator, my person removing the boards would have to do that. Then, he said he could replace the regulator. By that time, with my tenants panicked, and due to the duplicitous statements from the technicians. became suspicious of us even, we brought in another Gas company. The local manager in [redacted] was contaced who only offered to remove the regulator charge off of the bill. My relationship with my tenants is damaged because of Amerigas, the local [redacted] office, and their technician [redacted].

I called the Amerigas customer service number and spoke with [redacted]. She was agast with my complaint, took copious notes and was very professional. Frankly, she was the only person with whom I spoke from Amerigas who handled this professionally. At this point, my tenants were upset with Amerigas as were we. We had to install a new tank involving a construction company and a different gas company which took several weeks to complete. When the complaints reached the Area Director, [redacted], they sent out a team, unbeknownst to us or our tenants, to look at the tank. Of course this was two weeks too late as the job had to be fixed by another company. The tenant kicked the "trespasser" Amerigas technician off of the land since he had no idea they were coming and it was not the best time to see an Amerigas shirt.

The Area Director called me to say that he was not going to give us anything. He was still upset that his surprise visit to my home was turned back. He spoke to my wife and he was very rude. My wife recounted at least twice in the phone conversation where my [redacted] said "this conversation is over."

I have to believe that someone at Amerigas will not "toe the company line" and do what is right. If the Amerigas profit margin is so low that they can't afford to satisfy a very upset customer with something monetary, then a formal letter of apology would be at least a good first step.

Again, this is my first (ever) Revdex.com complaint. Amerigas should fix this.

Regards,

Review: Amerigas has kept me in limbo for 3 1/2 monthes trying to get service in my home. Im in need of a propane tank also from them. They were to bring me 2 smaller tanks since they dont have the proper equipement to put a 500 gal tank in my yard. After not hearing from them in wks I called custumer service, 3wks later they call and they say they re not going to bring out the small tanks. I have major health issues chronic bronchitis and have had pneumonia twice in the last yr. Right now I have 2 small electric heaters to heat my house which isnt doing the job. The last phone call the manager of Amerigas in [redacted] said to me was " looks like you stuck with your electric heaters to heat your house!" As large as a company they are they have very poor service and attitude!!!Desired Settlement: Bring me the tanks and propane as promised in the first place!!!

Business

Response:

December 16,2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’ complaint regarding a tank set up and service. Upon receipt of **. [redacted]’ complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.

**. [redacted] first contacted AmeriGas on October 2, 2013 to set up a new account with us. AmeriGas’ Service Technician noted on the Sales & Service Order dated October 21, 2013, he did not have access to the location where the tank needed to be set and **. [redacted] would contact her neighbors. Along with this letter is a copy of the Sales and Service Order signed by our Service Technician.

Our Customer Service Representative (“CSR”) spoke directly to **. [redacted] on November 25, 2013, and informed her, AmeriGas needed to gain access to her neighbor’s property in order to set her tank. Currently, her neighbor is not allowing AmeriGas to gain access to their property to set the tank for **. [redacted]. It is impossible for AmeriGas to service **. [redacted] without access to the neighbor’s property and also unsafe to attempt to get the tank in her yard otherwise. **. [redacted]’ informed the CSR she would try to talk to her neighbor again. If **. [redacted] is able to have her neighbors sign off on the access to their property we can move forward with setting up service.

Since we are unable to set a 500 gallon tank, **. [redacted] is asking for two (2) smaller tanks to be delivered; but two smaller tanks would not be sufficient for her large residence. Setting two smaller tanks would require a weekly delivery; AmeriGas does not deliver to this area weekly due to the distance from the AmeriGas plant. This also in turn would not be cost effective for either party. For every delivery, **. [redacted] will be charged a fuel recovery fee and hazmat charges.

If you have any questions or require further information, please feel free to contact me.

Sincerely,

Consumer

Response:

---------- Forwarded message ----------

From: ** <[redacted]>

Date: Sun, Dec 22, 2013 at 10:44 AM

Subject: Re: Complaint #[redacted].

AmeriGas is the one that suggested that they put 2 smaller tanks in my yard, not me as they are trying to say. I never knew that they could even put 2 tanks together!

Also, I don't go through 200 gallons a month so how can they say I' d go through 200 gallons a week? What a joke! Who could even go through that much propane every week or even afford it?! It's not cheap by any means!!! What poor quality of service!

Review: I had a propane tank removed from my home, That belonged to them. I was a customer of Amerigas.When they picked up my tank I was told there was propane in it, I called and was told I would get the refund, They (Amerigas)claims they sent me a check about 3 years for $700.00. I NEVER got anything. Than they tell me I was never a customer.. I received a letter in mail saying I have a total due of -$45.18. For someone never being a customer !!! It took me 5 years to get them to remove there tank. This has been a battle for way to many years. They informed me AI would need to contact there legal department, But did not have there information, Can you help? We did receive a check for untimely tank removal. It took a letter to Bernie Sanders office to get them to remove there tank.Now I feel they owe me for the propane that was in the tank. Thank you Lorrie CrowningshieldDesired Settlement: I really feel they owe me for the propane in the tank. Plus something for all the hassle I have been through! When they came to get there tank We had remove fencing,Like I said I have been trying to get them to remove there tank, long before we fenced our yard in, Now I have to get new posts and cement and also pay some to put it back.

Business

Response:

May 13, 2014Dear [redacted]:Thank you for the opportunity to respond to the above-referenced consumer complaint. In her complaint, [redacted] complains that she has been waiting five years for AmeriGas to pick-up the tank at her residence. The tank was picked-up on April 29, 2014.I will process the maximum tank pick-up penalty and copy you on the letter transmitting it to [redacted]. A refund in the amount of $731.70 was issued in 2008.Please contact me if any follow-up is necessary.Very truly yours,

Review: Amerigas bought out Liberty Propane in [redacted], VT. We did not recieve notification of this occurrence. Amerigas sent out a new contract for pre-buying propane for the year using the budget plan. The contract stated there was a $99fee for budget plan enrollment. Propane was priced as $2.89/gallon and they recommended we purchase 775gallons based on our previous years usage. They calculated the monthly payment (11months) as $268, to total $2948. If you multiply 775 gallons by $2.89 this equals $2239.75. Subtracting the $99fee from the total they wanted us to pay ($2948), there is $609.25 missing. After calling Liberty Propane, a sales rep told me that Amerigas "took it upon themselves to add 15% to the monthly bills for their customers" but she was unable to explain why. A manager from Liberty Propane called my husband and said they would adjust the payment to the appropriate amount ($214 not $268) and that when his office called corporate, Amerigas was unable to give them a reason for the overcharge. This overcharge was done to all of their customers. The actual percentage of overcharge was 20.6% to be exact (not 15%) for us. There was nothing in contract to explain the extra 20% charge, the only fee explained was the $99 budget enrollment fee.Desired Settlement: Amerigas needs to be held accountable for scamming their customers out of money, without any explaination or reason.

Business

Response:

September 26, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding being overcharged for her pre-buy contract. Upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

District Manager, [redacted], spoke to **. [redacted] and explained pre-buy contracts are sent out with an extra 15% increase for the winter months. **. [redacted] walked **. [redacted] through the contract and seemed satisfied when the call ended.

We value our customers and apologize for any inconvenience we have caused to **. [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Review: Billing errors since June 2013.

I sent a note on 8/22/13 to cancel my service with the [redacted] Gas located in [redacted], ###-###-####.I moved out of my house on [redacted], [redacted], FL. I've also sent requests from December 2013 through today (3/10/14). I have called the local office, spoke to [redacted], the Accounting Manager, on 1/30/14. She said she would remove all charges from my account #[redacted]. My house is in foreclosure. My husband died in December 2009 and I have filed bankruptcy. Since speaking to [redacted], I received another statement. I called and spoke to [redacted] on 3/3/14. She assured me she was removing all charges and closing the account and that I would probably receive a statement with a credit balance. Today I received a statement from A.R.M. Solutions, a collection agency hired by [redacted] Gas. I don't know who else to contact, since the local company will not correct these errors! No one is capable of assisting me.Desired Settlement: Remove all charges from my account and close the account.

Business

Response:

April 11, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding her account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.On March 6, 2014 **. [redacted]’s account was final billed with a zero (0) balance.We value our customers both past and present and apologize for any inconvenience we may have caused to **. [redacted]. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,

Review: I have a COD account. I ordered and paid for 100gals of Propane on Oct 24. I have received another bill and collection calls for more gas which I did not order or receive??Desired Settlement: I don't owe them any money for gas I did not order

Business

Response:

November 26, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding his account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted]’s account has been corrected and is now reflecting a zero balance.We value all of our customers and apologize for any inconvenience we may have caused [redacted]. In light of the foregoing we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager

Review: AmeriGas has a practice of supplying the propane tank and gas line from the tank to the house, in exchange for, locking in the buyer to a sole supply contract from them. It is reasonable of course to expect that over time, their rates for gas would be higher than the prevailing rate for gas, that overage being their recoup of the tank costs, the installation cost and the cost of funds. However, over 15 years of service to us, they have been unduly enriched, as they have recovered over 8 times their TOTAL costs. As if that wasn't enough, they do not abide within the four corners of their own contract, having left us with no supply at times, and over the last several years, they unilaterally decided to NOT honor a "floating contract" they entered into with us, where their charge to us would be $1.10 over their costs. In the most recent bill they thus overcharged us $0.69 cents per gallon, or a $396.75 overcharge, and they refuse to correct their breaking of their own contract. And as if that wasn't enough, my repeated calls (Friday morning, 12/13/13, at 9:26AM to [redacted]) -- I was promised call backs and no return calls were made by them, despite their promises. [redacted], the manager, refuses to negotiate or act in good faith, after my call today 12/19/13 at 10:15AMDesired Settlement: AmeriGas owes both residents on this property (mother-in-law has her own suite and service, and I have power to represent her in this matter) the difference from the floating contract price to the price charges since the contract was executed. A further reasonable settlement would be to end the relationship, and AmeriGas can compete for our gas business as an open market supplier.

Business

Response:

December 23, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding his contract. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

Upon receiving this letter AmeriGas District Manager [redacted] contacted **. [redacted] directly to discuss his account. **. [redacted]’s account was originally set up with a floating contract however this contract has not been in place for several years. **. [redacted] currently has scale pricing and is receiving the community rate of $3.69 a gallon. **. [redacted] tried to explain to **. [redacted] how his account is currently set up and also gave him the buyout pricing for all of his tanks as requested in his letter.

We value our customers and apologize for any inconvenience we have caused to **. [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

In **. [redacted]'s response, she correctly says "**. [redacted].....was set up with a floating CONTRACT...." We have a copy of the contract. There is no expiration date on or in the contract, just a signing date.

Now, either we BOTH must live under and abide by the the same contracts, or we do not. In other AmeriGas contracts, there are expiration dates and termination clauses. This floating price contract has NEITHER.

Another point: although the original contract with AmeriGas says that only what is in writing is THE contract, would that not mean that what is in writing with the floating contract is also by extension, in the same contract? **. [redacted] pointed out to me how I was locked into THAT contract AND how "we can change it any time we want." No one of reasonable mind would agree. In other words, while we were never informed VERBALLY of any term to the contract we signed with no expiration date, even if they did claim they said it, their own contract prohibits that behavior.

This is THE central issue with AmeriGas and the fact that there is little if any regulation of propane suppliers. They act any way they please.

I guess this will end up in some type of court, and I'm sorry about that, but if WE MUST abide by a/the contract, then so MUST they. AmeriGas promised us a floating contract price and executed it without an expiration date. We accepted. We paid our bill. We're now investigating how they have shorted us appx $.69 a gallon over several years. Thousands of dollars. they arbitrarily and unilaterally now say a contract with no expiration date "was only for a year" -- the only for a year is no where in writing nor was EVER said.

**. [redacted]'s response fails to address this issue.

Regards,

Review: 9 years ago I started with a company which at the time was shell propane. amerigas bought out shell propane. I purchased propane from them for the first 6 years. Then I had a geothermal heat pump installed t help on the high cost of propane. I didnt use as much propane as before. Then I started getting tank rental fees of 125.00 for the last 3 years. I called them and they waved it and said they would send out someone to switch the tank out for a smaller one to help avoid the tank fee. every year up to now I have to call in july and argue with them. then they read the notes from the year before and say yup my mistake we will remove that and switch your tank out. so I called this year and they said that they were waiting on me to tell them what tank I wanted and they wont remove the fee until I tell them what tank. so after doing some research I found propane at a different company for 1.59 and 2.04 after that which is market value right now. I asked amerigas what there prices was it was 2.47. They wouldn't even match market value so I said to come pick-up there tank and now they want to charge me 40 dollars to pick up there tank. now thats wrong I have to pay them for a tank that they were suppose to swap for a smaller one for the last 3 years and pay to have them pick it up. no way. That is bad business and I feel I shouldn't have to pay for their bad practices and laziness to switch out my tank. I also know I didn't sign a service agreement with amerigasDesired Settlement: reverse the tank rent and the charge of picking up their equipment also the late fee which I received after the 3 phone calls to try and settle this.

Business

Response:

Dear **. [redacted]:

We are currently in the process of responding to **. [redacted]’s complaint. Our District Manager is working on getting a charge reversed and I would like to include this in our response letter.

Please do not hesitate to contact us if you should have any questions regarding this matter.

Sincerely,

AmeriGas Customer Advocate

[email protected]

Phone: ###-###-####

Business

Response:

October 8, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding propane tank rent, tank removal and late fees. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

AmeriGas records indicate **. [redacted]’s account was credited for a late fee ($36.00) and tank rent ($125.56) on or around September 16, 2013. **. [redacted]’s account was also credited for the propane which was pumped out of his tank ($66.54) on September 28, 2013. A refund for the Service Dispatch fee of $39.99 for tank pick-up was posted to his account on October 5, 2013 and a refund check has been issued. We can confirm this account has been closed with a zero (0) balance.

In light of the foregoing, AmeriGas reasonably believes that this matter has been resolved. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

yes they did refund the tank rental and they gave me 66 and some change for the propane credit. then they charged me 39.99 for picking up there tank. they wrote me a check for 26.55 so they didn't waive the 39.99 like the letter says. the check should of been the 66 and some change. they just took from the credit I had for the propane I bought. im requesting the remainder. If they waived the 39.99 then I should get another check for 39.99. the check number I got was [redacted] so they can check the amount. issued on 10/02/2013 thanks matt

Business

Response:

October 23, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding a refund for $39.99. We have concluded our investigation and provide the following response.

AmeriGas records indicate that a check number [redacted], in the amount of $39.99, was printed and mailed to **. [redacted] on October 9, 2013. While we apologize for the delay in processing the $39.99 refund, we now consider this matter closed.

In light of the foregoing, AmeriGas reasonably believes that this matter has been resolved. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: On November 18th 2013 I called to have propane delivered because I was low. [redacted] (the secretary) said she needed $450.00 up front. I gave her my credit card number. They never brought gas. She billed my card $425.26 on November 21st. I called them on December 2nd and told [redacted] I had ran out. [redacted] said they might get to me that week. I told her to come and get the tank, I would get another company. This was the second time they had let me run out. I told her I needed my money back that she had billed. I don't understand how she would even know how much to bill. She said she would send a check with the man who was to pick up the tank. He came and had no check. I called [redacted] and she acted evasive and hung up on me. She did admit that she had done the billing. The last call was December 23rd. She was rude and evasive again. I told her I would file a complaint. She said go ahead. I still do not have my money back. I have been charged up to $6.00 a gallon at times from this company. There have been many questionable delivers over time.Desired Settlement: I want the money returned for gas that I did not receive.

Business

Response:

February 6, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted] complaint regarding a tank removal and refund. AmeriGas takes any complaint we receive seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

On February 5, 2014 Amerigas removed the tank and issued a refund in the amount of $425.26. **. [redacted]’s account has been final billed with a zero (0) balance.

We value our customers both past and present and apologize for any inconvenience we to **. [redacted]. We trust that this response addresses his concerns. If you have any questions or require further information, please feel free to contact me.

Sincerely,