AmeriGas Propane LP

Review: We received an unwanted delivery of propane.We had called back at the start of the year to stop automatic delivery.They will not take it back and said we have only two months to pay or it will go to credit department for lack of payment.We do not want nor can afford this unwanted delivery.They refused to do anything even when this issue is 100% their doing and not ours.

Product_Or_Service: Propane

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Them to take the gas back and refund the bill.

Business

Response:

September 29, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a Energy North (“AmeriGas”) an opportunity to respond to [redacted]’s complaint. Upon receipt of his complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.Michael S[redacted], District Manager for Energy North Propane, has been in contact with [redacted] directly to resolve his complaint. Mr. S[redacted] and [redacted] agreed to lock off one of [redacted]’s tanks until it is needed and he can pay for it. Mr. S[redacted] also credited his account to bring it to a zero balance. By doing this [redacted] now has the same amount of propane available to him that he had prior to this delivery.We value our customers and are happy we were able to reach an agreeable solution with [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: We sold our home on May 31 of this year. We had a tank for propane. I called Amerigas and told them that we wanted to close our account. The new owner, within, several days, said that Amerigas employee measured the amt. of propane and said that my refund would be $681.65. I called Amerigas approx. 3 - 4 weeks ago and verified that was the correct amt. I got a "Credit Memo" today which is difficult to understand; I spoke with the lady who is in charge of the billing today and she told me that I was being charged a tank rental fee of $227.45 and that I would be getting a refund of $424.20. I have never gotten a tank rental invoice and all of a sudden I'm told that I am being charged a rental fee.We settled on May 31st of this year and the first written communication we get is more than 2 months later. Totally unacceptable.Desired Settlement: Full refund of $681.65

Business

Response:

September 18, 2014Dear Ms. Butts:Thank you for giving AmeriGas L.P. (“AmeriGas) an opportunity to respond to [redacted]’s complaint regarding a 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 July 22, 2014 [redacted]’s account was credited $227.45 for the tank rental fee he received. On August 11, 2014 [redacted] was issued a refund of $424.20 for the remaining gas in the tank during its removal. [redacted] did not have $681.65 worth of gas remaining in the tank and we apologize if he was told this prior to the removal. [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 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,Jill DCustomer Advocacy Manager

Review: I called and asked for a delivery of $750 worth of propane because that was all I could afford. Company came and delivered 389.4 gallons @$4.99 a gallon which I cannot afford. I went down the next day when I saw the invoice and told them that they had delivered way too much. The lady looked up my account and saw that all that I had on my acct was $750 which was a HEAP grant. When I was discussing this the lady said she could lower the price to $3.25 a gallon not $4.99 a gallon. I still cannot afford it so I requested immediately that they come and pump out 108 gallons and they agreed the would do it as soon as the ground got dry. Collection agencies started harasing me regarding this even when we had the agreement that they would come and take back the amount I did not order. One day I found a note on my door from a Ron at Amerigas to call the office to discuss my options. I called him and he said he was worrying about pumping out the tanks because he thought there wasnt enough in the tank to pump out and that my pilots would not stay lit. It is a normal propane action to concave and look like there isnt alot in the tank when the temperature drops below 60 degrees. He should have known this. I checked the tanks and there was way more than enough to remove. Right now there is still over 150 gallons in the tank, so I know there is way more than enough propane to remove that day. I am still waiting for them to pump it out because I cannot pay for it. I want them to remove 108 gallons so my account is correct.sDesired Settlement: I want them to come and remove what I did not order and stop harassing me with collection agencies. I cannot not afford the gas and I cannot pay for it, I did not order it.

Business

Response:

August 4, 2014Dear [redacted]Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding an over-delivery, 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 did over deliver to [redacted] in January 2014. Due to weather conditions we were forced to wait until the weather was nicer to pump out the 108 gallons. We attempted to pump out the overages on June 12, 2014 but unfortunately where [redacted]'s tank is located our access is limited and we did not want to damage his lawn and create ruts in the grass, the delivery driver felt the ground was too soft. In good faith, we reversed three (3) late fees from [redacted]’s account totaling $108.00. In addition, a credit was put on his account for the 108 gallons. Enclosed is a copy of the Debit Memo issued to [redacted]’s account for the 108 gallons in the amount of $493.88. His account currently has a zero (0) balance.We value our customers and apologize for any inconvenience we 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,Jill D[redacted] Customer Advocacy Manager

Review: I cancelled service with them in Nov. and switched to another gas company at a cheaper rate. I have called them about 6-8 times since them about them picking up their tank and giving me my refund. They will not issue me a refund until they pick up the tank and it is now almost April and they still have not picked up their tank. I have been waiting and they keep giving me excuses on why they haven't picked it up. I would like this picked up and my refund issued. I think they could have done this in a more timely manner.Desired Settlement: Refund and the tank picked up

Business

Response:

April 9, 2014Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank removal 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.AmeriGas removed the tank from **. [redacted]’s property on March 29, 2014 and a refund of $431.37 was issued on April 1, 2014. **. [redacted] should allow 4-6 weeks for the refund to arrive.We value our customers both past and present and apologize for any inconvenience to **. [redacted]. We trust this response addresses her concerns. 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: Billing and delivery error. Request x amount of propane. Tank was filled instead. Up to 6 calls to [redacted] gas. Never returns calls or responds to messages. No resolution after two weeks of calling daily.Desired Settlement: Adjust bill to proper amount as originally requested. Come remove the gas if you want.

Business

Response:

March 12, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted] complaint regarding her balance and delivery amount. 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.

Customer Service Manager, [redacted], spoke with **. [redacted] on March 11, 2014 regarding her concerns. **. [redacted] informed **. [redacted] a delivery of 100 gallons was made on February 4, 2014. As a courtesy, a credit in the amount of $771.08 was applied to **. [redacted]’ account and she currently has a zero (0) balance.

In light of the foregoing, we reasonably consider this matter resolved. We appreciate **. [redacted] business and look forward to continuing to provide her with service. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Review: AmeriGas has not filled my elderly parents propane tank since December 2013 even after repeated calls from my mother to please fill their tank. The customer service representatives were extremely rude to her on several of her phone calls. Finally after the gas tank went empty I called the company to discontinue service. I was told there would be a 39.99 charge to remove the empty tank. Today without request a deliver truck arrived to refill the tank. I was less than hospitable and told the driver to leave or I would have him arrested for trespass. When a company doesn't value the customer's business it's shameful of the company to react with such tactics. I would caution all consumers that deal with this company to please be careful they are untrustworthy. All I want to do is end doing business with such uncaring and obnoxious people. But even ending the business relationship with these people is a struggle.Desired Settlement: I want the company to remove their empty propane tank without a ridiculous fee. We no longer will be doing business with these people.

Business

Response:

[redacted],

We are currently researching this complaint and will respond shortly.

Thank you,

Review: I bought my home in nj in 2013, no where in sellers disclosure or anywhere in contract was I told that my underground tank belong to any gas company. I was under the impression that anything underneath the ground was mine. I new the previous owners got their propane from Amerigas, but never told me that the tank belong to them. I ran out of gas and I decided to call this company to see prices, when I found out that they were too high I told them. No thank you and that I was going to shop around. That's when they told me that the tank belong to them. I told them no and that I wanted proof, they went ahead and gave me a good price amount and I stood with them. after a few month I ended with a balance and I ran out of gas, they told me they couldnt deliver until I paid the full amount and after much arguing they told me I was going to be put in a plan were I needed to pay for the balance and if I needed gas they were going to deliver but I had to pay on delivery. I agreed. I paid the amount I owned, but it still showed a higher amount. I come to find out that they claim I had a delivery of over $2000 done which I never received any invoice or anything telling me the propane was deliver to my home. Then. In January of this year they deliver me propane as an emergency and they charged me a ridiculous amount of triple the amount because it was deliver on a weekend and they never told me the amount until I got a bill of $3000. For 2 years I have been asking for proof of ownership of tank and I get the run around.

Today I get home to an empty tank and a lock on the tank. They took 30% of the tank and they didn't even let me know. I am fuming because all I asked is proof. I know how this type of company work claim I g they have ownership but no proof.

I refuse to pay for their lousy service and I also want my gas put back to the tank and proof of ownership of the tank.Desired Settlement: I want proof of ownership of tank, I also want bill to be adjusted to right amount and to send me something stating tank belongs to property.

Business

Response:

From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Dec 2, 2014 at 9:55 AMSubject: Fwd: [redacted]--ID [redacted]To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: F[redacted], Scott <[redacted]@amerigas.com>Date: Mon, Dec 1, 2014 at 3:12 PMSubject: RE: [redacted]--ID [redacted]To: "[redacted]

[redacted]Thanks, [redacted] I will let you know if they call me to make payment arrangements.Scott F[redacted]District General Manager 7500AmeriGasParsippany & Chester, New JerseyFax ###-###-####Office ###-###-####Cell ###-###-####E/Mai[redacted]@Amerigas.comFrom: [redacted] Sent: Monday, December 01, 2014 2:58 PMTo: [email protected]: F[redacted], [redacted]Subject: [redacted]--ID [redacted]

Review: Been out of propane heat for 24 hours have called everyone in the [redacted] office even corporate and noone calls back or get opps sorry out of luck response. I have a contract with them and was told will never be without heat. I have 3 small kids and my house is freezing and noone over at Amerigas cares at all about their customers.Desired Settlement: To get heat propane

Business

Response:

February 25, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding her delivery. 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.

**. [redacted] received a delivery of 358 gallons on February 18, 2014.

We value our customers and apologize for any inconvenience we have caused **. [redacted]. We appreciate her business and look forward to continuing to provide her with service. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Review: Propane gas was purchased on 12/12/13 and was not delivered until 01/23/14. We think we were charged a higher gas rate.

I purchased $300.00 of propane gas on December 12/2013 for my brother, [redacted]. He lives in a house that I own. I was told that the gas would be delivered the next week. It was not. I was not delivered on January 23, 2014. The price of the gas has increased since the purchase date. I could not get a straight answer as to what rate I was being charged: 12/12/13 or 01/23/14 rate. The delivery person said the office personnel would have to tell me what the rate was and the office personnel told me it would have to be the delivery person. I was told today there was a shortage of propane gas. I told the office person that there was not a shortage in December. I have tried to call numerous times to get this resolved to no avail. I have tried to call the [redacted] office and the head office at [redacted], KY. I would like to know why there was such a long delivery date after I was told it would be delived the following week and the rate I was charged. I should have been charged the rate in effect on the date of purchase.Desired Settlement: If I was charged the 1/23/14 rate for the gas, I want them to backup and change the rate to the 12/12/13 rate. I either want to be reimbursed the difference or have the remaining gas delivered to my brother at no charge to him or me. If they decide to deliver the remaining gas, I do not feel there sould be a delivery fee since we did not cause this.

Business

Response:

February 6, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to again respond to **. [redacted]’s complaint regarding a delivery and the price. 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] made a payment of $300.00 in addition to LIHEAP’s intent to pay voucher amount of $209.00 on the account. When the order was taken, our delivery representative was not able to locate the residence, causing a delay in the delivery. When the delivery was made, the price per gallon was $3.14 which was lower than the price that the Energy Assistance agency was told. Our Energy Assistance price was quoted at $3.499 per gallon, due to the delay in the delivery the price had actually decreased.

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,

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: The reason they gave for the delay was because they could not locate the residence. First, the gas was ordered and paid for on December 12, 2013 and was not delivered until January 23, 2014. If the driver could not locate the residence, why didn't someone call and get directions. I am talking about a 6 week delay. Second, my brother has gotten gas from this company for about 10 years and the same driver has not had any difficulty in delivering the gas. Why this year? Third, this was not the reason that the company gave me and my brother for non-delivery. The first reason was that their truck was broke down and the second reason was that they were out of gas. When the gas was ordered and paid for in advance, I was told that the gas would be delivered the next week. There was no mention of a broken down truck or a lack of gas. My brother and I were never told that there was any difficulty in locating the residence.

It appers to me that the company has given incorrect information.

Regards,

Business

Response:

February 24, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to again respond to **. [redacted]’s complaint regarding a delivery. AmeriGas takes any complaint by its customers seriously. AmeriGas’ position remains the same in regards to **. [redacted]’s complaint.

The delivery representative who previously delivered **. [redacted]’s propane is no longer with the company. When **. [redacted]’s order was taken, our delivery representative was unable to locate the residence on his first attempt, causing a delay in the delivery. On the second attempt, the road conditions were unsafe for us to make the delivery. Our Customer Relation Representative did contact **. [redacted] to inform him the delivery could not be made due to the road conditions. AmeriGas made a third attempt and were successful in making the delivery. We truly apologize for the delivery delay and the inconvenience we 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,

Review: We bought the property at this address back at the beginning of June, 2014. Amerigas in [redacted], NH was contacted in May to come and remove their propane tank from the property by the previous owner. Amerigas never came. The previous owner contacted them several times with no luck. We started contacting them and reminded them that June 15 was the end of their 30 day period to pick their tank up. I was told that they only had one service tech and that we were on the schedule for the end of June. No one came. I tried calling the [redacted] office back several times with no luck reaching anyone. We're now in OCTOBER and we STILL have a tank outside!! I started calling the [redacted] office. One of the ladies there got in touch with [redacted] and as of today I got a call again. Now it seems that their service truck is in the shop and they won't be able to be here until October 17th. This is COMPLETELY unacceptable. The fact that they have not got their tank out of here in 5 months is completely ridiculous! I haven't been able to use my propane stove, my propane dryer or my propane heater because we haven't been able to get our company to bring a new tank until their's is gone. At this point I'm almost ready for a law suit. They should be paying us a storage fee for their tank and compensate us for the complete inconvenience that this has caused us and we have NEVER been their customer! This is ridiculous. I do not believe that they will show up October 17th and I feel that they should team up with another location to borrow their truck and get this tank out of our yard. At this point they're trespassing. We have never had an agreement with these people and I would never do business them based on this situation. They have shown a complete lack of professionalism and customer service.Desired Settlement: They need to finish the job and I feel that owe us storage fees at the rate of $10 per day from the original 30 day pick up deadline of June 15 through the day that they actually pick up the tank. As of today, October 2, 2014 that would be 109 days at $10 per day for a current total of $1090.

Business

Response:

October 15, 2014Dear Ms. Butts:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding tank removal. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of her complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted] is correct she did request we pick-up our tank when she purchased her property from one of our customers. Since receiving this letter [redacted] has been in direct contact with her local district regarding this matter. A member of our staff explained to [redacted] we had been out to her property to pick up the tank but unfortunately when we got there we were unable to remove the tank with the equipment we had on hand. The tank on her property needs to be removed with our crane truck, which happened to be out of service at the time. [redacted] indicted she was not aware we had been to her property and by the end of their conversation she was in agreement of the October 17th pick-up date.We 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

Consumer

Response:

5/6/14 - the previous owner of this property had Amerigas out to do a free safety check on the fuel line and the pilot light was ignited. On the same day they made an unauthorized propane delivery. The previous owner called Amerigas to question the unauthorized delivery and she was informed that information would not be available until the driver returned with the "full ticket." She was told to expect a call back on 5/7/14. 5/7/14 - rather than a phone call an interruption of service notice was hung on the residence. She had no conversation with them about the unauthorized delivery. 5/15/14 - previous owner called Amerigas to have the tank removed. Amerigas responded saying that they have 30 days to remove the tank and if the buyers of the house (my fiance and I) wanted a different company before they removed it the present tank could be disconnected and moved to make room for a new tank. 5/27/14 - previous owner called Amerigas to check on the pick up date of the tank. She spoke to "Sara" who related that the property was not on the pick-up schedule as of yet but when her supervisor would return to work this week, she would request that it be expedited. She (previous owner) reminded her that 6/14/14 would be 30 days after the original date of removal request of 5/15/14 6/23/14 - I ( the new owner) called Amerigas and spoke to "Jana." She said to just have the new propane company set their tank aside. I went through this history with her and noted the fact that 6/14/14 was the end of their 30 day period to remove the tank. She said that they only have one tech and couldn't get here. She rescheduled the pick up for 6/26/14. 6/26/14 - no pick up of the tank. It is still here. I made several phone calls to this office in July and couldn't reach anyone. By September, 2014 I gave up trying to reach their office and called a local office in [redacted], ME. I spoke to a nice woman named Dottie. She sent the [redacted] office an email requesting them to contact me and get this matter dealt with. I received no contact from the [redacted] office. I called the [redacted] office again and spoke to a woman named Cathy. She is again contacting the [redacted] office to try to deal with this. I received no communication from the [redacted] office. Cathy called me back to see if I had heard from [redacted] - nope. She contacted them again. I received a call from the [redacted] office. The woman was very rude as if I was putting her out. She said that they've been out to the house several times and that they've determined that they need a boom truck to get the tank out but their truck is being repaired right now so they have to schedule us for October 17, 2014. 10/2/14 - I filed a complaint with the Revdex.com and received no response from anyone. 10/17/14 - As predicted, Amerigas did NOT show up to remove their tank. This process has been going on since May! I have NEVER done business with Amerigas. I have NO contract with them so as far as I'm concerned they are trespassing on my property by leaving their tank here. The other consideration is the fact that when they installed the tank it was installed UNDER THE DECK. So, we have a full propane tank sitting under our deck which according to our new company is a safety hazard. I am at a complete loss. At some point I may have to hire an attorney and seek compensation from these people for storage fees.

Review: I'm a customer with AmeriGas. I went in and paid $808 so our tank would be full for winter but instead it is not. They now have $130 of our $808 and they ended up crediting our account for about $130 instead of using ALL the money we paid to fill our tank. I've called the office and corporate and neither of them care about our situation. My fianc is on disability I work a minimum pay job, It took me 3 weeks to save that money to get propane, and they didn't even use all of the money to fill it. Our lock in price was $1.89 a gallon for the year, our contract was up the 29th of this month, we went in on the 26th and paid the $1.89 expecting to receive 400 gallons which we paid for and only received 349.8 gallons, then they tell us when we need to use our $130 credit we will then receive the propane but at a price of $2.59 which we feel is not right when all of the $808 should of went into our tank. Neither the office in our town or corporate seemed to care and gave us nothing but excuses and attitude.

Product_Or_Service: Propane

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to have my credit to be at my currant lock in price of $1.89 or leave me locked in for another year at my lock in price of $1.89 or I would like the full amount of $808 refunded back to me and if they don't want to give it to me then I want there tank out of my yard and my full $808 back and I will find another Propane Company.

Business

Response:

October 13, 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 his complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted] is correct he did come into our office and prepay $808 for a 400 gallon delivery. We however were not able to deliver the entire 400 gallons as we would have been overfilling his tank. [redacted] and District Manager Joe K[redacted] have been in direct contact with each other regarding this complaint and were able to reach a mutually agreed upon resolution. Mr. K[redacted] issued [redacted] a $50 coupon and locked him into a Guaranteed Pricing Plan thru May 31, 2015.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 Customer Advocacy Manager

This Company here in Camp Verde, AZ has been rude and disrespectful to there Customer, Unwilling to help or listen to the problem, the service they say they will provide is a joke, not only are you unable to reach them on the phone when you do they are rude, they charge outrageous fees making the customer pay for their mistakes.
IE: per-bought fuel and asked to be put on the delivery schedule Sept. 28, 2015, no delivery has been made as of today Oct 27, 2015. When I finally reached a person, they laughed and spoke rude and interrupted when I was speaking, she then told me that I could get a delivery today for an extra delivery fee because I was not on the schedule. This is a joke!!!
Then I am told I will not receive my pre-buy money back until they set the fees and then I would get the rest back. I am paying for service that was not provided.? I don't think so. I will be fighting the fees through my credit card company, I am glad they will be on my side, I will not pay for services that we have not received!!! or the rude behavior for their employees!!!

Review: Amerigas was filling our tank every two months. In January, they filled our tank twice. The second one when the price spiked to $5.079/gallon.

Since signing up with Amerigas they came and filled our tank once every two months, 09/25/13, 11/22/13, 01/11/14. Then the week of 01/27/14 the price of propane skyrocketed to a record $5.079/gallon, almost double what we paid 16 days before. Suddenly they "topped off" our 500 gallon tank with 102 gallons on 01/29/14 at the new high price. They took advantage of the high price and our trust in them to only fill our tank when needed rather than when they could make the most profit. When I talked to our rep, [redacted], he said it was a "scheduling error" and it would be adjusted. As of yet, it has not. I find it more than coincidental that a scheduling error occurred during record high propane prices. Our account number is [redacted]. The invoice number is [redacted].Desired Settlement: Amerigas should adjust my balance to reflect the per gallon price I was charged 01/11/14 or what the price was on 03/11/14 which is around when our tank would have normally been filled. Also the late fees associated with this invoice I have been charged and paid for should be credited towards my balance.

Business

Response:

Good Morning,

I am currently working on this complaint and will respond as soon as possible.

Thanks,

Review: AmeriGas Propane has sent me to collection for the amount of 157.99. Ironically, I am not a customer of this company. I purchased this house in May 2013 and in or around Oct 2013 I had called multiple propane companies in the area for price per gallon quotes. AmeriGas was one of these companies. We have a wood stove, but wanted to potentially have propane in the event that we didn't have enough wood stockpiled. AmeriGas gave me the quoted amount of 1.60 a gallon as a new customer if we chose to do business with them but we would also have to have one of their tanks placed in our yard. That we did not want to have to do. We never used this company. We did not sign any contracts with this company. We never received their propane pig, or ever had propane delivered to us from this company or any company for that matter.

They turned me into a collection company called [redacted]. I explained to this company the same thing as above. I am being told that it is my responsibility to prove I was never a consumer, which I absolutely refuse to do. I will not be forced to do someone else's job, nor will I do any leg work when I was never a customer of this company. I am being threatened with it ruining my credit score I have asked for them to produce a contract that I have signed, to which they still refuse to do...Desired Settlement: This company needs to call off their dogs at [redacted]s or I am prepared to hire counsel to sue for harassment and any improper collection laws.

Business

Response:

September 12, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a collection notice she received. Upon receipt of this complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.[redacted] is correct she did call our company to inquire about prices but we never delivered her a tank. We did however open an account for her at the time of her call so to lock her in at the price we quoted. When this fee was not paid it began to accrue late charges, which is why she received the collections call. All of these fees were removed and the account was closed in August.We apologize for the misunderstanding and let this letter serve as confirmation that no derogatory credit information has been reported to any credit bureau or credit reporting agency. 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

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: Account was closed on 2/7/14 and paid in full. We requested a receipt stating that the account was closed, never received one. We requested at that time that the annual tank rental fee be removed from the account as we had only had it for one month. The agent assured us that it had been and that our remaining balance was $4.98, which we paid that day.

On 3/16/14 we received a past due notice for $75.60 dated for services on 1/31/14. Before our account was closed out and paid in full.Desired Settlement: Remove the charge from the account and send us a letter showing the account as closed as originally requested on 2/7/14. Any further billing, invoices, or past due events will be viewed as identity theft and fraud and we will seek legal action.

Business

Response:

March 20, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a refund and tank removal. 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 issued a refund in the amount of $75.60 on March 19, 2014. **. [redacted] should receive her refund within a few weeks. **. [redacted]’s tank has been scheduled for pick up and her account will be final billed with a zero (0) balance. A final bill statement will be mailed to **. [redacted] to verify her account has been closed

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

Sincerely,

Review: Received a card in the mail in early May, 2014, advertizing a "TOP-OFF your TANK" end of season special.

Called to request tank fill up 4/28. By 5/23/14 had not received delivery (was out of the country 5/4/14 - 5/22/14). Called number on card (###-###-####)--

"customer service" lady said driver failed to make delivery--no reason noted--she needed to speak to driver--her supervisor was on an hour and a half conference

call late Friday PM;

I have had difficulty getting AmeriGas to delivery LP to my house since I bought my house. I bought this house 10/15/2010; previous owner had AmeriGas tank buried on property;

therefore, I am obligated to have AmeriGas delivery LP (at least that's what they told me); so I signed up with AmeriGas.Desired Settlement: Have AmeriGas transfer tank on my property to [redacted] Gas/Oil (company right down [redacted] from me a few miles) so I can get better, more timely service when needed.

Business

Response:

May 30, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L. (AmeriGas) an opportunity to respond to [redacted] complaint regarding service. Upon receipt of **. [redacted]complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.On May 23, 2014 an attempt to fill **. [redacted]tank was made, but was unsuccessful due to his tank being full. If **. [redacted] would like to switch propane providers he will need to contact his local AmeriGas office at ([redacted] or have [redacted] Gas contact his local office.We apologize for any inconvenience **. [redacted] may have experienced and trust that this response addresses his concerns. 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.

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 it makes no sense to pursue this matter any further with Amerigas.Their response says my tank was full. It was at 70%. 70% of a 1000 gallon tank is not full. I will pursue switching ** providers. Thank you for your efforts in trying to find a resolution to this problem. At least my complaint is now on file.Sincerely,

Review: I first contacted Amerigas about a furnace issue and the failure for it to work around the middle of October. They first told me it was issue A, they fixed that. The problem persisted, they were called again they then said it was problem B, which was fixed and the problem still persisted. During this time it took a total of a week and a half to almost two weeks before we had heat, due to delays in parts and or constantly changing stories from the office itself. They told me they would be there in the morning and would not show up till 5 pm. They eventually claimed that it was CERTAINLY the thermostat, and they replaced that. However, they replaced that and the problem was still persisting. They came out on Thursday and said they fixed it, however it is now Sunday and I have been without heat since 5 am. Not to mention in all these repair calls they are testing the furnace and using up precious gas that I would not otherwise be using at such rates.

I have a 6 year old in the house and this is UNACCEPTABLE. It seems the company is hiring people that have no idea what they are doing, and are completely devoid of any accountability. If this was any other service I would have cancelled and had them pick up the unused product. Since this has been happening It has left my daughter and I more susceptible to colds, and I have been unable to recover from this sinus infection due the lack of reliable heat.Desired Settlement: At this point I want a definite explanation of this problem OR a definite statement that this furnace has to be replaced and it is NOT the regulator like the other company suggested, and a refill of my tanks back up to 80 percent. I also want more accountable service in the future.

Business

Response:

December 4, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding her furnace. 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 her local office regarding a problem she was having with her furnace. The first time our service technician went to her home he repaired what he thought to be the problem but unfortunately the problem persisted. Our technician returned and again thought he corrected the problem however, [redacted] reached out for a third time with the same issue. On the third visit to [redacted]’s house the district sent out a more experienced technician to investigate the problem. The technician discovered the problem to be with the wiring from the transformer to the furnace so he corrected the issue. [redacted] reached out again about a week later for a problem with her pilot light which we fixed immediately. We believe everything has been corrected and is now working. AmeriGas District Manager Jack M[redacted] did try to contact [redacted] directly to discuss this matter but unfortunately he has not been able to reach her and she has not returned any messages. We do apologize for any inconvenience we may have caused and only charged her account for the initial service call.I trust this response addresses the allegations in [redacted]’s complaint. 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: back in november 2012 I informed Amerigas that I did not want anymore propane because we had just put in central heat and air and no longer needed gas heat, they said ok they will pick the tanks up this spring,(I have one tank at each of two houses) spring came they still had not picked up the tanks and continued to put propane in one of them. I never received a bill until they said it was past due and had added late fees, I called they removed the late fees and was told not to worry about paying it till they picked the tank up and deducted for the remaining propane left in tanks, again no pick up, called back in april 2013 and spoke with [redacted] in [redacted] and she informed me that we needed to pay the bill upfront and we will be charged a pumpout fee and service charge for atleast 2 employees to come remove the tanks on a per hr basis. and its not her fault we talked to the wrong people ([redacted])Desired Settlement: I want the tanks removed and refunded for the amount of propane in them, all late fees removed and no pump out fees or service call fees as this is not what we were told from [redacted] center.

Business

Response:

[redacted] Complaint #[redacted]

Inboxx

Amerigas Customer Advocate <[email protected]>

3:47 PM (7 minutes ago)

to me, [redacted]

[redacted]Hello [redacted]--- Please accept the attached letter as our official response to [redacted]’s Complaint. Please do not hesitate to contact us should you need any further assistance. Respectfully, [redacted]Field Service Center Relations Coordinator[redacted]

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: I had service with this company until 8/6/14. I could never contact anyone in the [redacted] office by phone, it always goes to another office (in another town) that does not service my area. We had on our contract that they would keep up with the amount of gas in my tank so it wouldn't run out. If it goes below 5% they have to come inside and clear the line. I noticed around the 4th of Aug. that my gas was in the Red. Amerigas was called, when they finally returned my call I wasn't home. they informed me that I would need to be home so they could come Back inside for the lines..I told them that's not an option, they went to my house, took 13% gas that Had been Paid for and refilled my tank to 85%, and Put a Lock on my tank until they could clear the line..This is unacceptable, I paid them without Fail, and Expect the service I pay for. They blatantly lied to me about the amount of gas in my tank, Stole That, and then locked my tank. They also CHarged Me to take my gas!!(they call it "Fuel Recovery". I call it Theft..) Oh, did I mention this is the 4th, Fourth time In a row this has happened?. The level of incompetence in that office is mindblowing.

Product_Or_Service: Propane gas

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

On the bill they send it says if I run out of gas they will pay 25.00..I feel like that is the LEAST they should do. I ran completely out 4 times (in a row), once was the day after my grandmother died. That was horribly inconvenient. So I feel they should pay the 25.00 for Each time they didn't do their job. I have a new gas co. now. so "credits" aren't an option..

Business

Response:

August 28, 2014Dear [redacted]:Thank you for giving AmeriGas L.P. (“AmeriGas) an opportunity to respond to [redacted]’s complaint regarding an account for [redacted]. 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.[redacted] asserts we have let the account run out of gas four (4) times. According to our records, the tank ran out of gas on two (2) occasions due to sporadic propane usage. We do apologize for the inconvenience of [redacted]’s tank running out of propane. We placed a $50.00 credit to the account for the two (2) out of gas credits of $25.00 each. [redacted]’s tank did run out of gas on July 2, 2013 and December 24, 2013.In early August 2014, [redacted] contacted the local AmeriGas office to inform us the tank was out of gas. When our delivery representative arrived the tank was showing 13%, enclosed is a copy of the delivery ticket. Since [redacted] insisted the tank was out of gas, we treated the delivery as an out of gas situation due to the possibility of the appliances not working within the house. The tank was locked off, as per policy for an out of gas situation, until we could check the lines for leaks in the residence to perform a safety leak check. When an out of gas situation occurs, we need to perform a safety leak check to ensure there are not any leaks with the system. This is a company policy and it is for the safety of our customers and employees. No one was home at the residence; therefore, the safety leak check was not performed at the time of delivery. Account holder, [redacted] was contacted who advised she would get in contact with [redacted] so we could come back to perform the safety leak check and unlock the tank.[redacted] asserts we lied and stole 13% of propane from the tank. The enclosed delivery ticket shows the metered truck stamp starting percentage of the delivery at 13%. [redacted] believes the Fuel Recovery fee we charge is for the removal of the 13% of propane which was in the tank, this is not correct. The Fuel Recovery fee is clearly outlined in our Terms and Conditions as such, “This fee, which is assessed for propane deliveries and service calls, helps to offset the significant expenses incurred by the Company in fueling its fleet of commercial motor vehicles.” An explanation of our fees is also included on the back of every invoice. Enclosed is a copy of the AmeriCas Terms and Conditions.We value our customers both past and present and we do apologize for any inconvenience caused to [redacted] and [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: promised refund on order cancellation.supposed to be credited back same day.6 days later,after I called back was told too late to credit.

ordered @ cancelled order same day,fri 10-25.was told bank credit would be done same day.called on 10-30 when no bank credit.was told too late,now would have to wait at least 2 weeks to have check mailed.Desired Settlement: want immediate refund & interest pd on funds held

Business

Response:

November 26, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane an opportunity to respond to **. [redacted]’s complaint regarding a refund for a canceled order. 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 place an order with us and then cancelled it. Unfortunately, **. [redacted]’s bank account was not properly credited for the cancelled order. When **. [redacted] called to inform us of this it was already too late to post a credit to her account. We have since issued **. [redacted] a refund check for the cancelled order and it cleared our bank on November 18, 2013.

We value our customers and apologize for any inconvenience we may have caused **. [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,