AmeriGas Propane LP

Review: In July of this year, I changed propane suppliers. I switched from Amerigas, whom had purchased Blue Flame Propane which is the company I originally contracted with, to [redacted] Propane. I contacted Amerigas to close my account and was told I would be sent a final bill and that my tank would be picked up. They finally sent someone to remove their tank from my property last month. It's now October and I have I have finally received my closing bill. I am being charged for a service call to remove their tank from my yard. Mind you, the tank was empty and disconnected, no "service" had to be performed. All they had to do was pick it up. Also, there is no accounting for any potential refund of tank rental charges from the time the account was supposed to be closed until it was picked up.Desired Settlement: I expect this charge to be reversed and I expect and an accounting of tank rental as of the day I called to close my account and any credit for tank rental that may be due to me, as of the day I called to close my account to be refunded.

Business

Response:

October 28, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding a tank we were delayed in removing from her property. 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 request to have her tank removed and unfortunately we were not able to fulfill her request in a timely manner. Upon receipt of this letter Amerigas District Manager, [redacted] reached out to **. [redacted] and apologized for the delay as well as removed all service fees involved.

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

Sincerely,

Review: I called Ameri gas around 6 times to pick up my propane tank. After a month and a half the tank remains in my yard after I closed my account with them.Desired Settlement: I want this tank picked up asap.

Business

Response:

Customer AdvocateFrom: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Wed, Jul 10, 2013 at 10:28 AM

Subject: Fwd: [redacted] Complaint #[redacted]

To: [redacted] <[redacted]>

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

From: Amerigas Customer Advocate <[email protected]>

Date: Tue, Jul 9, 2013 at 4:46 PM

Subject: [redacted] Complaint #[redacted]

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

Cc: "[redacted], [redacted]" <[redacted].[redacted]>, "[redacted], [redacted]" <[redacted]>

**. [redacted]---

Please accept the attached letter as our official response to **. [redacted]’s Complaint. Do not hesitate to contact me should you have any other questions.

Respectfully,

AmeriGas

Review: I cancelled my service with Amerigas in early 2013 and asked them to pick up the tank in my yard. They politely agreed but never came to pick it up. Winter came and due to snow pack I assumed they were not able to get to the tank. In January 2014 I received a bill for rental of the equipment during the period the equipment was not picked up. When I called again they apologized and told me they would be out to pick it up and the charge would be removed. The tank was eventially removed from the property three months after the second call, but today I received a new bill that included the previously billed rental charge as well as a service charge for pickup. When I called, they were polite but indicated there was no record of my calls or any indication that the charge was elimated and company policy mandates that I pay the charges now invoiced. I was not using their equipment during the rental period in question and the only reason the tank was here was due to their failure to pick it up. Essentially, I was held hostage to the rental period by their failure to pick up the equipment as promised.Desired Settlement: I want the bill adjusted as was promised the second time I called about the equipment removal. I also want a legal explanation as to what allows them to charge a service call for picking up coming to pick up their own equipment.

ie. the tank was here when I purchased the home

Business

Response:

May 16, 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 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] did receive an invoice for tank rental fees for January 2013 through December 2013. This fee was applied because **. [redacted] had not received a delivery since January of 2012 and he fell below our minimum usage amount. Tank rental and service dispatch fees are explained in our terms and conditions which are available to all of our customers on our website and in their local district offices.Our records do not indicate we received any calls from **. [redacted] to cancel his services in 2013. The first call we have on record was February 7, 2014 and we do not have any notes indicating that we told him we would remove the tank rental charges. We did not pick-up **. [redacted]’s tank until April 7th due to the harsh winter weather we experienced.On May 15, 2014 **. [redacted] was informed as a courtesy; a credit of $48.37 has been applied to his account. **. [redacted]’s current balance due is $60.00.We value our customers and apologize for any inconvenience we have caused to **. [redacted]. In light of the foregoing, AmeriGas reasonably believes this matter is resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,

Review: Amerigas has assessed a fee against my account for removing their propane tank from my property. No such charges were agreed to by me at any time. No rental fees applied to this contract at any time. All fuel purchased was timely paid for on a delivery by delivery basis.

I've place 3 calls to Amerigas to attempt to resolve this matter and no one apparently has the authority to discuss the matter with me and/or to make adjustment on the account.

Amerigas has committed to returning my calls on the matter and has failed to do so.Desired Settlement: Removal of all charges assessed to my account no. [redacted] that are presently reflected on the account.

Business

Response:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in [redacted]’s complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information. In the meantime, should you have any questions, please feel free to contact me at [redacted].

AmeriGas Propane, L.P.

Review: I terminated services with AmeriGas after my contract expired. I purchased a new propane tank with a different company and requested that they remove their tank. AmeriGas sent a bill thereafter with bogus charges, presumably upset that I did not elect to continue to use them. They charged me for a lock on the tank that never existed. I may have had a deposit with them for the tank which was never returned, but I need to review my contract in that regard.Desired Settlement: They have turned me into collections, even after I contacted them and told them their charges were bogus. They need to remove bogus charges and return any deposit on account.

Business

Response:

April 24, 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.**. [redacted] asserts locks were not installed on her tank and she also believes she had a deposit on her account. Enclosed with our response is a copy of our Sales & Service Order # [redacted] from April 22, 2011 when we installed a clam shell fill lock and master lock on our tank. **. [redacted] notified her local office by phone on May 14, 2013 she wanted us to pick up the tank. We picked up our tank on May 29, 2013. When the service technician picked up the tank our 1st stage regulator was not with the tank and also the fill lock and master lock were missing. **. [redacted] did not provide thirty (30) days written notice nor did she return all of our equipment. She was charged on June 3, 2013 for the regulator, clam shell lock and master lock. **. [redacted] was also charged our service dispatch fee which is a standard practice. Currently, this account has a zero (0) balance, as the charges were written off. Consequently, **. [redacted] did not have a deposit on her account.We value our customers both past and present and apologize for any inconvenience 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.

Review: Amerigas and Bob M[redacted] (District Manager ) are not abiding by our agreement per Revdex.com Case# [redacted] . I have been charged a final bill fee of $109.14 , which Mr. M[redacted] had agreed to waive to settle my dispute . Also their propane tank is still in my front yard despite several attempts on my part to have it removed . They are simply ignoring my request .

Product_Or_Service: propane

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

I want the $109.14 fee dropped and their tank removed from my property immediately !!

Business

Response:

December 5, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding an invoice and a tank removal. 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 he received a final bill invoice for $109.14 but the invoice was actually a yearly tank rental fee. [redacted] contacted his local AmeriGas office on September 22, 2014 to request a tank pick up. Unfortunately, a tank rental invoice generated on September 30, 2014. District Manager, Bob M[redacted] reversed the tank rental fee and the account has been closed with a zero (0) balance. [redacted]’s tank was picked on November 28, 2014.We value our customers both past and present and trust this response addresses [redacted]’s 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,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: [redacted] maintains my propane gas tank, which is weathered and rusted with age. It looks terrible and unstable.Having been a customer since 2006, as a bottled gas client, I pay 51.00 annually for TANK RENTAL. That being the case, it would be a fair statement that I have paid $357.00 through 2013.Maintenance for their equipment falls within the responsibility of [redacted] Gas.A few years back I went a few rounds with their customer service dept. to have them replace my tank with a newer one that wasn't a rusted out eye-sore. The customer service girl would give me absolutely nothing in the way of a manner to get this resolved. She only offered that I could throw a few coats of paint on it.. That was it.On March 5th, 2014 I sent a registered letters to both [redacted], the President of [redacted] Gas and [redacted] who manages the company.It is now March 24th and I have received NO response whatsoever.(both letters were signed for by somebody named Holloway on the next day, March 6th.That's my story.Desired Settlement: All I want is the replacement of my old gas tank with a new one!!!

Business

Response:

April 11, 2014Dear **. [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a [redacted] Gas (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a replacement tank. 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.Customer Service Manager, [redacted], was able to speak with **. [redacted] regarding a new tank. **. [redacted] informed **. [redacted] our service department will work with her to schedule a date to replace her current tank.We apologize for any inconvenience **. [redacted] may have experienced and trust that this response addresses her concerns. 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 requested numerous times for Amerigas to come to my property to remove their equipment over the past year. They have sent delivery drivers at least twice that I know about to my property to fill their propane tank without my requesting it to be done even after I have requested that they remove their tank and other equipment and since I stopped services with them. I have told the driver that they sent both times that I have discontinued services with Amerigas and have told them that I want their equipment removed from my property. I have called and spoken with representatives of Amerigas several times to tell them that they must remove their equipment from my property. They still have not done so, and have been billing me time and again for rental of their equipment and late fees for that equipment even though I have not used it for over a year, and have discontinued service over a year ago and have requested that they remove the equipment from my property. Each time I call they say they will note it and have it picked up soon, and then I receive yet another bill for equipment that is only there because they will not pick it up. They are charging me for equipment that I am not using simply because it is still on my property because of their refusal to send someone out to pick it up. I have not gotten propane from them for about a year and a half and have used my own tank and equipment for over a year. Yet they refuse to take care of the billing for services not rendered.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like for them to remove all charges for equipment that I have not used, I would like in writing that I owe them nothing, and I would like for their equipment to be removed from my property immediately.

Business

Response:

June 2, 2014Dear [redacted]: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 [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.AmeriGas retrieved the tank from [redacted]’s property on May 15, 2014. All charges have been removed from her account. We have final billed her account with a zero (0) balance.We value all of 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,

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:

It does not address the issue. The tank was finally picked up, but I received a bill still for rental of the tank and regulator. I did not use those items, and did not get propane from the company for over a year. I requested numerous times that the tank and regulator be picked up and they were not. I was charged for rental of the tank and regulator even when I was not using them and had already purchased my own tank and regulator that I had been using for almost two years at this point. Yet I have just received a billing statement with rental charges on it. I do not owe Amerigas any rental fees because I was paid up and even had a few months of rental left when I stopped using their tank, regulator, or propane and I requested that they pick them all up from my property. Instead I kept receiving bills for the rental of the items that I was no longer using. I called several times to try to remedy the situation with Amerigas and was continually told that the tank would be picked up when they had time and that the bill would be adjusted at that time. Well the bill was adjusted to rental for a year and a $39.99 service charge to pick the stuff up. I do not owe for the rental, and my copy of the original contract does not show a $39.99 service charge either. I will not protest paying the charge if that is what it costs to have them come to pick it up, but I cannot be held liable for rental on something that I was not using simply because they did not come to pick it up. Ready access was given at all times for removal of the tank and regulator.

Regards,

Business

Response:

June 2, 2014Dear [redacted]: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 [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.AmeriGas retrieved the tank from [redacted]’s property on May 15, 2014. All charges have been removed from her account. We have final billed her account with a zero (0) balance.We value all of 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,

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 was not sent a bill for propane use since August of 2013. They put a hold on propane deliveries without notification. I was expected to pay a 3000 dollar bill before a delivery would be made. I paid the bill by credit card but they would not deliver gas till the next day leaving me without heat for the night and a low temperature of 20 degrees. I missed a day of work because I had to be home for the delivery. I called the company service line and they said that the manager woul investigate the problem and call me back within 3 days. I called the local office the next day and requested aan itemizd reciept for my payment and was told they would send this to me. They said the manager would call me later in the day. After a week of not hearing from the company I again called the customer service line and they said they would contact the manager. He called me within a couple of hours. He had not, to my knowledge, investigated my complaints but said that he would investigate and call me back the next day. I again requested an itemized reciept,. Another week has gone by and I still have not received an itemized reciept and the manager has not returned my call.Desired Settlement: I believe that I should receive an apology for this lack of service. I believe that I should be reimbursed for the day of work that I missed. I would like an itemized reciept so that I know what I paid for. I would like an explanation of why they stopped sending me monthly bills and why that after 20 years of being a good customer they stopped delivering propane gas for heating fuel without notice. When and if I finally get a reciept I would like to discuss whether my price per gallon was locked in or if they increased the cost of the gas with each delivery without notification.

Business

Response:

May 13, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted] complaint regarding his account. 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.District Manager, [redacted] was able to speak with **. [redacted] regarding his account. To resolve this matter **. [redacted] has been placed back on his AmeriGuard contract. **. [redacted] price per gallon for his last nine deliveries has been changed to last year’s contract price, resulting in a credit of $872.47.We apologize for any inconvenience **. [redacted] may have experienced and trust 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.Sincerely,

Review: Amerigas in Conway, NH has taken an unreasonable amount of time to remove their propane tank from my property. My initial request for removal was October 7, 2013. I have called repeatedly with no action. They claimed they had limited staff due to workers out on workman's comp. I was then told it would happen in the Spring. We are now halfway through Spring with no action.Desired Settlement: Remove propane tank from my property.

Business

Response:

May 6, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank removal. Upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.On April 24, 2014 the tank was removed from **. [redacted]’s property.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.Sincerely,

Review: Our tank was leaked multiple times with gas I have paid for as well as gas that is on open invoice. I leave messages for the DM to call me,but nothing

In Mar 2013 our tank was filled (200 gal).

On Dec 27,2013 the tank went empty as a result of a leak on the Amerigas tank.

On Dec 28, another 98 gallons was added and the next day a leak was discovered again. we lost 5% and then the tank was replaced on 12.30 and then filled with 200 gallons.

On Jan 10th, we discovered another leak which dropped the gas level to 20%. The service tech came out again and fixed the leak.

I have left multiple messages with the local office, but the DM will not return my calls or help to resolve the issues.Desired Settlement: I would like a call from the DM to pay me back for the lost gas and resolve the open invoices for gas that leaked out or was hauled off.

Business

Response:

January 23, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’ complaint regarding his tank leaking. 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 his tank was leaking however it was fixed on January 17, 2014. AmeriGas District Manager [redacted] also contacted **. [redacted] directly and gave **. [redacted] 200 gallons of free propane for his troubles, which **. [redacted] said was acceptable.

We value our customers and sincerely 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: My yearly contract with Amerigas expired in January 2013. After the contract expired they made two attempts to make an unauthorized delivery to my home in which they would charge me for this delivery I did not want. Both times I sent their driver away and contacted the office to tell them not to send someone until I asked for a delivery and to send me my new contract. The contract was never received. Then a third delivery was made when I was not home. My tank was filled, even though I had twice before requested it not be, and I was sent a bill for the full payment since I was no longer on my annual pay-plan contract. I contacted my local office and was told that they would not be able to give me a new contract until the delivery I did not want was paid for. They forced an agreement upon me at more than twice the amount of my regular monthly bill. I told the manager we could not afford that and the new delivery should be rolled into our contract since we were due for a new contract. He refused.

I have spent the last several months trying to get someone in the corporate office to respond to my complaint with no avail. It wasn't until I told them I was going to contact the Revdex.com and my local news that someone finally contacted me. However, they have spent over a month dragging this issue out and not resolving it. I told them what I would agree to and was told they would get back to me within 24 hours. Over a week later, still no response. I still do not have a new contract. I will need a delivery soon, but they are refusing to allow any new deliveries to be added to my bill until the delivery that was supposed to be on a monthly pay plan is completely paid for.

If they had not made the delivery after I sent them away twice and if they had issued a new contract when it was due, as I requested twice, we would not be in this situation. They continue to drag the resolve of this situation out and have stopped returning my calls and emails.Desired Settlement: I want my previous delivery rolled into a new monthly pay plan contract that still allows me to receive deliveries billed into the contract, not paid in advance and not holding off deliveries until the one I didn't want is paid for. I have agreed to an increase in my monthly pay plan from $150 to $200 a month to cover the difference. I will agree to this increase ONLY for the term of the new contract, which is one year. Any contracts after that should be at our old rate of $150/month.

Business

Response:

November 20, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding a billing adjustment. AmeriGas takes any complaint by its customers seriously and upon receipt of your letter, we reviewed **. [redacted]’s account. We have concluded our investigation and provide the following response.

According to [redacted], District Manager at AmeriGas’ [redacted], VA office, he and Office Manager, [redacted] have reached an agreement with **. [redacted] whereby her account was enrolled in our Smartpay Budget Plan. The Smartpay Budget Plan (“budget plan”) is an optional program that allows customers to make convenient monthly payments based on their projected annual usage and the current market price.

Per this budget plan, **. [redacted] is to pay $150 per month for the next twelve (12) months. AmeriGas records indicate that **. [redacted] has sent in her first payment of $150 of her rolled over balance from the previous heating season. Additionally, **. [redacted]’s account has been placed on pay in advance for all future propane deliveries during this budget period.

We value our customers and sincerely apologize for any inconvenience we have caused to **. [redacted]. We trust that this response addresses her concerns. 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: I was FORCED to accept this offer from **. [redacted] with Amerigas because I needed a delivery and this was the only way I could get one. I spent months trying to find an amicable resolve to the matter and could not get a response from anyone at Amerigas, which I believe was their intent. If they did not respond to me, sooner or later I would have to agree to their ter** because I needed a delivery in order to have heat in my home for the winter months.

Had my contract been renewed when it was supposed to, this delivery that I am now paying for would have been included in the contract along with other future deliveries. As it is, I have to pay a monthly fee to pay for the delivery they forced on me AND I have to pay in advance for any future deliveries which means that any time I need a delivery it will cost a minimum of $450 that month instead of the usual $150 that I have always paid! This is an unacceptable agreement but just like the delivery they forced on me when I didn't want it, this agreement was forced on me.

The ONLY resolve that I will find acceptable is for future deliveries to be added to my contract instead of paid in advance. This is how it should have been. Amerigas caused me to be in this situation by making a delivery I did not want and not sending me a new contract when it was due.

Regards,

Samantha [redacted]

Review: I left Amerigas as my residential propane provider several years ago and transferred to [redacted] propane.

At that time, it took Amerigas over 2 years to come and pick up their old propane tank from my yard and it took a complaint to the Revdex.com to get that done. Recently Amerigas bought out the local [redacted] offices and now has become my propane provider again. All last winter I called to try and buy gas from Amerigas locally and they never answered nor returned any messages, so I spent much of the winter out of gas. It was not until the State Fire Marshall's office lifted the restrictions on filling other company's tanks that I was able to get propane from a different provider to keep warm.

I formally switched over to that new provider back in the spring, around April or so and called Amerigas at that time to come and get their tank off my property. At the time, the customer service rep stated they could not come for the net week of so due to training but would come and get their tank. Well, it is now November and their old tank is still sitting on my property and today I got a bill from Amerigas, I assume for rent or a combination of lack of gas purchases and rent.Desired Settlement: I would like for Amerigas to clear my account of any charges and issue a zero balance written statement, come and get their tank off of my property within the next 10 business days and never contact me again.

Business

Response:

November 25, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a 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.On November 17, 2014 [redacted] was informed his tank would be removed within 10 business days and on November 7, 2014 a credit of $57.78 was applied to his account. [redacted] was pleased with the information provided.We value our customer both past and present and apologize for any inconvenience to [redacted]’s. 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: Had a contract in 2013 for a discounted price for propane. Was overcharged for each fill. When told AmeriGas they corrected the overcharge and sent a check for a refund of the overcharged amount. Then received a bill for the price of the refund. Have now been billed several times for the price of the refund and now includes a late fee on the refund bill. I've called many, many times, spoken to Sholondra (local [redacted], TX office). Last conversation was 10/24/14 when she said the billing department apologized for the overdue bill. They could credit the amount of the bill ($360.45), remove all late fees and add a $50 credit as an apology for their error and for the trouble it's caused. I received another past due bill, dated 10/30/14 which includes the $350.45 refunded amount and a $36 late fee.Desired Settlement: I want AmeriGas to do what Sholondra said they would do during the 10/24/14 conversation:

1. Remove all past due charges and any late fees ($360.45 refunded amount plus any late fees).

2. Credit to my account the $50 that they offered on 10/24/14, above and beyond the past due charges and late fees.

Business

Response:

November 26, 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 her complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted] is correct she was overcharged for propane and when we fixed her account unfortunately not only did she receive a refund but also a bill for that same amount. We have since made all of the corrections necessary and her account is now reflecting a credit.We value our customers and apologize for any inconvenience we caused [redacted]. In light of the foregoing, we reasonably consider this matter resolved.Sincerely,Jill DCustomer Advocacy Manager

Review: On several occasions Amerigas has failed to properly notify me of my monthly bill. I was told that I had signed up for paperless and that the e mails had probably gone into my spam account.

I have no recolection of signing up for paperless statements and was extremely frustrated to find out we had a past due account of over 3 months. I was told by the girl in the office they only send out paper statements on accounts that are greater than 90 days past due. I then arranged a payment plan to get us back on track. No one informed me I was no longer on a forecast which means they will deliver your propane without you calling them. I recently smelled a strong gas smell coming from the stove and I called to report a possible gas leak. When the technician came out he explained that our tank was below 2% causing the smell and he then wrote me an invoice for $114 for service charge. The second technician who came out to fill our tank explained that if we were on a forecast we should not pay a service charge because it was their fault the tank ran low. When I called the office to explain what I had been told and ask to have the service charge removed the secretary was very rude and explained that since our bill was past due we were responsible for the charges. As I expressed my frustration about the multiple past issues I keep encountering about billing she stated I was not paying attention when shes speaking to me.

I spoke to corporate office and I asked the lady if we were still on a forecast and she said she could not answer that for me. I expressed my frustration about billing issues and how there is constantly and issue with billing she stated if she thought her bill was too high with her cable company she cant just call them and ask them to lower it. I explained its not about the pricing im frustrated with the inconsistency of the billing situation and she said there is nothing she can do about refunding our money.

There have several times when we arranged a payment plan with the customer service department and when we recieved our bill we would have monthly late fees of $36 I would have to call every time and explain the situation to have them removed and they said theres a disconect between the local office and the customer service office. When we first moved into our house we were not told we could have our credit checked so that we would not be on a cash on delivery set up. I had my 2 day old baby home from the hospital and we ran out of propane. When I called them they explained we would have to pay an emergency delivery fee plus the entire balance of roughly $800 or more upon delivery. Later in the year I was told we could run our credit and not be COD my credit score was around 800 and I was very frustrated that this option was not given to us before when we had no water or heat during winter for our newborn. There is never a positive experience with this company they put you in a situation to pay fees and delivery charges that could be avoided with the proper billing statements being sent out. I would never recomend this company to anyone and I feel that the company treats you unfairly taking no responsibility for their errors.Desired Settlement: Requesting an apology from the local office along with a refund of the service charge of $114. Most of all a change in the way the billing statements that are mailed. They should be mailed monthly regardles of weather your on a payment plan or your account is less than 90 days past due.

Business

Response:

October 4, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding a service charge of $114.00. AmeriGas takes any complaint by its customers seriously and upon receipt of your letter, we reviewed **. [redacted]’s account and our applicable policies. We have concluded our investigation and provide the following response.

On September 24, 2013, **. [redacted] was sent an invoice totaling $700.06. The breakdown of charges is as follows: $57.71 for Service Labor, $39.99 for the Service Dispatch Fee, $585.07 for delivery of 132.7 gallons of propane along with $9.59 HazMat Fee and $7.70 Fuel Recovery Fee. The service labor and the service dispatch charges are standard fees which are explained on the back of our invoices and can be found on our website, www.AmeriGas .com.

**. [redacted] was charged the service labor fee and service dispatch charge because she called claiming she smelled propane and the possibility of a gas leak. When our AmeriGas employee arrived, it was found **. [redacted] did not have a leak she was in fact out of propane which caused the propane odor. **. [redacted] is a will call customer and is responsible to call for a delivery prior to running out of propane.

We value all of our customers 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,

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: My issue stems from lack of billing statements being sent to me and multiple mistakes being made on the companies behalf. There is a huge problem with the billing system. We were never aware of a bill due so therefore we were made a "Will call" without ever being told so. Its been a trickle down effect. After I called to settle the issue of not recieving a bill with costumer service I was told I was on E mail statements which I never signed up for. They told me the e mails might have gone to my spam account which caused them to be missed. Customer service then advised me they would remove my e mail from their system. Now im recieving e mail statements NOT in my spam folder and I was told I would not be recieving e mails. I want to know how these mistakes keep being made and Im told we are responsible for the outcome! Its been issue after issue with this company and im very frustrated with their lack of understanding.

Regards,

Business

Response:

District Manager, [redacted], has been in direct contact with **. [redacted]. All late fees, dispatch fees and labor charges have been removed from her account. **. [redacted] has also set up a payment plan on her account with our Customer Care group. We value all of out customers and apologize for any inconvenience we may have caused **. [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter closed.

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

Review: Over payment made by consumer on 21 March 2013 in the amount of US$683.15.

1. Request for refund by cheque first made on 22 April 2013, 16:00. [redacted], Amerigas agent answered and transferred me to [redacted], Amerigas agent responsible for account refunds who confirmed that the matter would receive immediate attention and to expect a cheque within the next few days.

2. Second request: 26 April 2013, 10:30 - [redacted] advised that [redacted] was currently unavailable, that she would check with her on her return and issue cheque that day.

3. Third request: 9 May 2013, 16:40 - [redacted] was confused and could not understand why the cheque had not been issued. She was to look into the matter, to send an email to the aptly named "Lock Box" the department dealing with refunds and call me back or email before days end. Nothing further was received.

4. Fourth request: 23 May 2013, 13:20 at which time [redacted] resurfaced to answer the phone. Once again cell number and email exchanged and I was assured of a response before day's end. Once again, nothing.Desired Settlement: Return of $683.15.

Business

Response:

[redacted] - Complaint #[redacted]

Inboxx

Amerigas Customer Advocate <[email protected]>

4:35 PM (17 hours ago)

to me

Images are not displayed. Display images below - Always display images from [email protected][redacted]--- We are currently in the process of responding to **. [redacted]’s complaint. Please do not hesitate to contact us if you should have any questions regarding this matter. Sincerely, AmeriGas Customer [email protected]: [redacted]

Business

Response:

[redacted] Complaint #[redacted]

Inboxx

Amerigas Customer Advocate <[email protected]>

3:20 PM (1 hour ago)

to vsharpe, [redacted], [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 the compliant that was filed by **. [redacted]. Please do not hesitate to contact us should you have any questions. Sincerely, AmeriGas Customer [email protected]: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].

Horrible Customer Service and very incompetent. I switched to another company after a year of always having to call re: my bill. It's now going on three (3) weeks for them to pick up their old tank. My new tank was installed Aug 21 (the same day I asked Amerigas to have their tank picked up).I called a week ago and they said they didn't have it on their schedule. Called again today and they said it would be picked up before Sept. 24.

Review: Amerigas had been my LP provider for many years. But due to the rising cost of living I decided to switch to a less expensive provider. I did this in July of this year. My propane tank was swapped out on July 30th. I called Amerigas the same day to let them know to cancel my service and that their tank was empty and ready for pick up.

In August and September I continued to receive statements from them billing me on their level pay plan. Since I had already cancelled service through the local office I decided to call their corporate office and ask why my account had not been closed and their tank was still on my property. Corporate put notes on my account regarding my contact and said I should expect a call from the local manager, [redacted]. To this day I have not received a call. I have gotten my final statement but I do not understand it. When I calculate my level pay balance minus charges against that balance it does not add up to the amount of the refund check they sent me. I also object to being charged for a service call for them to pick up their tank, which was already disconnected and waiting for them. Also, the final statement, dated October 10th, shows tank rental credit as of 10/10/13. It should have been credited as of 7/30/13 when I called to close my account.Desired Settlement: I would like the missing months of tank rental as well as the service call charge refunded. I would also like an understandable explanation of the final accounting.

Business

Response:

November 18, 2013

Dear [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding the refund he received after terminating our services. 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 he did terminate our services in July 2013 and we were delayed in removing our tank from his property. District Manager, [redacted], did try and contact [redacted] directly upon receipt of this letter but unfortunately was not able to speak to him directly. However, he did leave him a message apologizing for the confusion letting him know we would be removing all fees and the tank rental. He also stated we would be sending him an additional refund in the amount of $102.34.

We value our customers both past and present 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: My husband and I pay our son's monthly gas bill to help him out. His name is [redacted] and he lives at the [redacted], FL [redacted]. The account is in our name, [redacted] and [redacted]. We put down the $100.00 deposit several years ago and we have been paying his monthly bill which is in our name. He called us today and left a message that someone shut off his gas a week ago. I paid the invoice for March on the 10th for $54.59 which was not due until the 30th. I called the company today and a [redacted] said that my husband [redacted] called them on March 12th and told them to shut off the gas. This is a lie. First of all my husband does not even know what company as he has never paid the monthly invoice. I do. She refused to listen to me. I asked to speak with a manager and she refused to allow me to do so. My husband called back and asked to speak with a manager again he was not able to. They called back this afternoon and changed their story and told us that our son came into their company and told them to shut off the gas. Again another lie. Now they want to charge us $286.00 to turn the gas back on and we told we would not do that and just send us back our $100.00 deposit and the remainder of the $ 54.59 that was paid for a month of gas service which our son did not receive. I called the [redacted]'s on [redacted] and I was told by the manager that a number of her residents have had proble** like this with this company. She said they overcharge on a monthly basis and also shut off the gas to collect a high payment to turn it back on. I am appalled that a company like this operates in [redacted] and gets away with this type of behavior. They sent us a fax that you cannot even read and stated at the bottom we would get back $57.21. They owe us the $100.00 deposit in full and the prorated amount on the monthly fee we already paid at $54.59. We never gave them authorization to shut off the gas and the account is in our name. **. [redacted], [redacted]Desired Settlement: We are requesting our full deposit of $ 100.00 and the prorated refund on the monthly fee we paid on 3/10/2014 of $ 54.59 as it appears according to them they shut the gas off on 3/12/2014 so it looks like they need to give most of the amount back to us as they did not provide the service paid for. We do not owe them a shut off fee as we never authorized them to shut the gas off which they admitted when they called us back this afternoon.

Business

Response:

April 15, 2014Dear **. [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a [redacted] (“AmeriGas”) an opportunity to respond to [redacted]. [redacted]’s complaint regarding her son’s propane being shut off. AmeriGas takes any complaint by its customers seriously. Therefore, we have investigated the allegations contained therein and provide the following response based on our findings.Upon receipt of this letter AmeriGas Customer Service Manager [redacted] contacted [redacted]. [redacted] directly to discuss her concerns. **. [redacted] agreed to restore the service at [redacted]. [redacted]’s son’s home at no charge. In addition **. [redacted] gave [redacted]. [redacted] her direct contact information should she need to contact her for anything in the future. [redacted]. [redacted] indicated to **. [redacted] that she was in agreement with this resolution.We value all of our customers and apologize for any inconvenience we may have caused the [redacted] Family. 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: Originally had propane service with [redacted]. Amerigas bought [redacted]. Amerigas sent me a bill for 100.00 for tank rental b/c I did not fill my tank yearly. I requested last year (when I received the first bill) that they pick up my tank as I did not want to pay these charges yearly. Note: I only use propane for gas logs and cannot use the amount of gas that they require in order to avoid tank rental fee. I Have spoken with multiple people at the billing center and requested that they pick up the tank. During my multiple requests over 7 months, they would continue to bill me incurring late charges. I was finally able to get them to pick up the tank in January 2012. They stated just last month that they would remove all of the charges except for the 40.00 charge to pick the tank up. Which, I was not told that there was a fee to pick up THEIR tank. Just yesterday, I received another bill for the full 239.51. This includes tank rental, late fees and fee to pick their tank up. My prior propane carrier ([redacted]) did not have these outrageous fees and I never signed a contract with Amerigas. In summary, they continue to bill me for a tank rental, fees, ect. that I no longer have and requested at least on 7 different occasions for them to pick up the tank beginning in June 2012.Desired Settlement: Requesting a zero balance with Amerigas. I do not feel that I should be held responsible for a tank rental fee when I asked them to pick the tank up when I received the first bill. I do not feel that I should be responsible for the late fees because THEY did not pick the tank up until January 2012, despite several requests. Furthermore, I do not feel that I should be responsible for the charge of them picking up their tank.

Business

Response:

From: