AmeriGas Propane LP

Review: AmeriGas overcharges me way too much and their inconvenient services gives me a lot of trouble.

I own a restaurant using AmeriGas propane gas for cooking. I noticed they charged a bit more at the beginning but I just realized recently that they actually continually raises the charge from $2.02/gallon to $2.92/gallon present. (Natural gas company only charges $1.05/gallon.) I don't want to pay 3 times more than I should pay, so I want to change my service to natural gas. however, I was told by AmeriGas that I have a contract of more than 3-years with them, and that if I want to leave them, I have to pay them the amount of what my monthly payment is times the remaining months (that is about $900 x 39 months = $35,100). that is ridicules. where on the contract does it show that I have to pay out. They are not doing business with me but robbing me or pushing me out of business. one more thing, I don't understand what the hazmat fee and fuel recovery fee on every bill. with all these fees and taxes comes up to $82.04 on my last bill.

In addition, their service close on the weekends. but I open 7days. this gives me many troubles.Desired Settlement: Leave AmeriGas propane company because of their incompatible price in the market.

Business

Response:

March 7, 2014

Dear **. [redacted]:

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

District Manager, [redacted], spoke with **. [redacted] on February 26, 2014 regarding her price per gallon and hazmat fees. **. [redacted] explained due to tight propane supply and increased transportation costs caused by propane shortages across the country, prices have increased. As a courtesy, **. [redacted] was still able to lower **. [redacted]’s price per gallon to $2.50 for her last two deliveries. .

In light of the foregoing, we reasonably consider this matter resolved. We appreciate **. [redacted]’s 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: I did some price checking and found they were charging me 499.9 per gallon and other company was 279.9 per gallon. On 12/16/13 I called them to pick up the tank. On 11/20/13 I paid them 73.71 for tank rental I asked if it would be refunded and was told no.I have called 3 times for them to pick up the tank and refund the gas in it which is 65%. The tank has never been picked up. It is all rusty there has never been any tank maint. I have pictures of it. They have never contacted me.Desired Settlement: Iwnt the tank picked up and a refund on the gas and tank rental.

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.

Review: November 20, 2013

Dear Sir/Madam:

Re: AmeriGas Propane L.P.

Account No» [redacted]

[redacted]. [redacted].

We have a gas fireplace and have been using AmeriGas to fill it for probably over twenty years. When we started the pilot light this season, the light wouldn’t stay on. My son believes it is the regulator on the AmeriGas tank.

On October 211 called AmeriGas the first time to ask them to send a repairman to check out the tank and our fireplace. When I didn’t hear anything by the end of the week, I called again and was told there was a three week wait and I should call again if I didn’t hear anything by November 11. I called again November 11, and the lady said she would pass on the message to the repairman. Still not hearing anything, I called again on November 18 and asked to speak to a manager. A manager wasn’t available. I left a message for the manager to call me with a date for the repair. As of today, I still have not heard anything. It’s now going into the fifth week waiting for a repair for our gas fireplace.

Since AmeriGas isn’t going to do any repairs and obviously, I can’t use another gas company since it’s their tank, I would like them to take the tank filled with gas back to their company free of charge. I would also like a refund of $277.94 which I paid in March of this year to fill the tank.

Thank you for any assistance you can give me in resolving this problem. Obviously, AmeriGas isn’t into customer service.

Sincerely,Desired Settlement: Unspecified

Business

Response:

November 25, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the **. [redacted]’s complaint about scheduling a date and time for repair to her fireplace and tank. Upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.

District Manager, Nancy Goodman, has been in contact with **. [redacted] to schedule the service appointment. **. [redacted]’s appointment is scheduled for December 4, 2013.

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:

From: <[redacted]>

Date: Thu, Dec 5, 2013 at 7:00 PM

Subject: ID [redacted]

Attention: **. [redacted]

Regarding my AmeriGas complaint --

The company repaired my fireplace logs yesterday, and they seem to be working fine. It's unfortunate that I had to resort to the Revdex.com to have them repair the logs. It took approximately two months from my initial telephone call to them. Their customer service certainly leaves something to be desired.

Thank you for your assistance.

Review: On 09/24/2013 at 2pm, I called and requested a lock-in rate for propane for winter season 2013-2014. I spoke to saleslady ([redacted]) at their [redacted], CT office. The saleperson ([redacted]) verbally committed to lock-in rate of $2.40/gallon for the season. The salesperson indicated that this rate will be locked-in for the season. But now Amerigas isn't honoring this rate. They are reneging on this verbal contract entirely and charging me a much higher market rate ($3.60/gallon). After calling their office multiple times, I finally spoke to the supervisor there and he brought the price down to $2.80/gallon but only for the last delivery. Any subsequent deliveries, I will be charged much higher market rate.Desired Settlement: I would like Amerigas to honor their verbal contract price of $2.40/gallon for 2013-14 winter season.

Business

Response:

December 23, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding a price quote he was given. 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 contact our office regarding locked-in pricing. Our records indicate that he called on September 24 and asked what our best price for propane was. He was quoted the price of $2.40 per gallon and then informed our representative that he had received a better offer from another company. Our representative asked him to forward a copy of the quote specifying that it is a fixed price for our review and consideration. Unfortunately, **. [redacted] never followed up with our request nor did he sign a contract with us.

Due to a volatile market and supply shortages we are not offering price locks at this time so when **. [redacted] called this week we informed him of this. We quoted him a price of $2.80 per gallon on his next delivery and as a courtesy adjusted the price of his last delivery to that same per gallon price. We are not certain what the market will be when **. [redacted] calls for his next delivery so we cannot agree or disagree with his statement that it will be charged at a much higher market rate.

We value our customers and 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:

Review: Three months ago I received a bill from Amerigas propane for almost 7,000.00

Considering my bill in the winter is normally 150 at coldest temperatures, I knew a 7,000 was a huge mistake(considering we are in the middle of summer) and figures someone just hit a wrong button—my last bill before this was probably about 40.00

I call and expect it to be corrected right away—not only have I spoken to multiple people, multiple times since this initial bill – this bill has yet to be corrected.

I even spoke directly to a Melissa P[redacted] of Amerigas who is supposed to be in charge—said that something must be wrong—or maybe they’ve never monitored our meter. (we’ve lived in this house and used them for propane for the past 6 years atleast).

Now, I have received a notice that my propane will be cut off because this bill has yet to be taken care of. Not to mention, they added at 75.00 late fee.

This is actually only an addition to a list of problems we’ve had with them.—this past winter, we ran out of propane twice and it took them ¾ days to even come fill up our tanks—and I have a 2 year old and a 10 year old in our home.

Let me clarify that our propane fuels our heater, our hot water, our stove and our washer/dryer…so without propane…we can’t cook, bathe or wash/dry our clothing..

Last winter, I literally had to pay for a hotel so that my children could sleep in a house that wasn’t 40 degrees…

I've called again and again and they have yet to resolve the billing issue.Desired Settlement: They need to fix the billing issue--- at this point- I just want to get the real bill paid and wish to cancel their services ASAP.

Business

Response:

Good Morning,

We are currently working on this complaint and will respond as soon as possible.

thanks,

Haven D[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and all is says is that they are working on it--so no resolution has been put in yet. Just because they say they are working on it--does NOT mean this issue has been resolved....

Regards,

Business

Response:

September 11, 2014Dear [redacted]:Thank you for giving AmeriGas Propane an opportunity to respond to a complaint filed by [redacted] 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.AmeriGas District Manager, Ron G[redacted] has been working directly with [redacted] to resolve her concerns with her account. Currently, the balance of her account is being reversed and [redacted] will be contacting Mr. G[redacted] next week to discuss her account moving forward.We value our customers and apologize for any inconvenience caused to [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill D

Review: We have a rented propane tank from AmeriGas that had become totally rusted. We called to have them replace it. On March 13, 2014, they brought a new tank and left the old, rusted one in the middle of our yard and said someone would come the next week to pick it up.

It is now July1, 2014 and as of this date no one has picked up the old tank and the new one is already showing signs of rusting. The point of replacing the tank was to remove an eyesore, and now that eyesore has been smack in the middle of our yard for 3.5 months.

We have called 4 times, and every time have gotten the same response, that we are on the list and someone will come. They say they only come to our area once a week...well, they've had 14 chances to pick up the old tank.Desired Settlement: I would like them to remove the tank immediately and credit our account with $200 for having to live with this tank in the middle of our yard for going on 4 months with no response to our complaints.

Business

Response:

July 14, 2014Dear **. Ortiz: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 July 1, 2014 the tank was removed from **. [redacted]’s property. We do apologize for the delay in removing the tank.We value our customers and apologize for any inconvenience caused to **.[redacted]’s. 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 been a customer for 14 years. I had automatic delivery and balanced payment plan. Somehow the payment plan was cancelled, and I was put on will call notice. I was unaware of this, possibly by my own omission. (it's been a rough year). Two days before Christmas Eve I made 2 phone calls to Amerigas to request a delivery, as I knew we were running low. I did not receive a return phone call and called again the 23rd of December. I was informed that I was on "will call" status and that there is a $150.00 delivery charge! The conversation with the representative was not constructive as I was unaware of this status, had never been charged a "will call" fee before and was shocked that I had to pay cash for the delivery and the charge! Right at Christmas time! There was no consideration of my customer loyalty and I was left with no alternative. I felt like I was held hostage to Amerigas as they own the tank and therefore I cannot receive propane from another supplier. I spoke with the District Manager, [redacted], who told me verbatim, "we have spent enough time talking with you, there is no alternative", and proceeded to hang up on me! This was on Christmas Eve! We had NO GAS! No heat, stove, oven, hot water. I had to come up with $500.00 immediately to have propane delivered. We finally had a delivery at 4pm on Christmas Eve, after trying to "come up with $500.00 that I didn't have!) I spent several hours attempting to resolve this issue. Needless to say it was very frustrating and upsetting. I couldn't believe the lack of compassion. And I had been a customer for 14 years!!! I have NEVER had such poor customer service. In addition, I have changed suppliers. Now the AMERIGAS tank sits on the empty lot behind our house, is an eyesore to the neighborhood, and I am told it can take 30-45 days to pick up! I have been told stories of up to 5 mos for a tank pick up. THIS IS NOT ACCEPTABLE!!!Desired Settlement: It would be awesome to have the "will call" delivery fee of $150 refunded.

Business

Response:

May 6, 2014Dear [redacted]:Thank you for giving AmeriCas Propane, L. (AmeriGas) an opportunity to respond to [redacted] complaint regarding customer service and service fee. AmeriCas 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.On December 23, 2013 [redacted] contacted her local office to request a delivery. At the time, [redacted] was advised her past due balance would need to be paid and she needed to prepay for the delivery because she was removed as a forecast customer, due to her overdue balance. On December 24, 2013 [redacted] contacted her local office again, four times, and was informed she would need to pay our standard 150 off route fee and prepay for her 100 gallon propane order.On April 17, 2014 [redacted] contacted our Customer Care Line to inform them she would auction and sell our tank if it was not removed from her property. On April 18, 2014 the tank was removed from the property. [redacted] was not charge a tank removal fee.The 150.00 off route fee will remain as this was the agreement with [redacted] when shereceived her December 24, 2013 delivery. The account was been final billed and tank removed, as requested.We value all of our customers both past and present and are sorry to lose [redacted] as acustomer. I trust this response addressed the allegations in **. [redacted] complaint. If you have any questions or require further information, please feel free to contact me.

Business

Response:

Dear [redacted],

I responded to this complaint on May 6, 2014. I have received this complaint from 3 different people at Revdex.com. I've also had a conversation with a gentleman from the California Revdex.com Division regarding who is responsible for the complaint. Due to the confusion regarding the complaint, I responded to both division, California and Washington,DC. I will resend it to the Washington division again. If you have any qustions please do not hesitate to ask.

Thank you,

Review: waiting over six weeks for amerigas to refund gas that we bought and paid for over two months ago as their worker locked the tank ,so we cant use and just want money refunded have been promised two or three times but still no refund,say their busy and hung up on us after family paid them on time for years and years.said check in mail.Desired Settlement: DesiredSettlementID: Refund

said check in mail twice just want refund and apology

Business

Response:

Amerigas Customer Advocate [redacted]

9:36 AM (1 hour ago)

to me, [redacted], Corp

Images are not displayed. Display images below - Always display images from [redacted]--- Please accept the attached letter as our official response to Complaint # [redacted] filed by [redacted]. Thank you for the opportunity to respond to this complaint and please do not heistate to contact us should you have any questions. [redacted]lField Service Center Relations Coordinator[redacted]

Review: I’d like to file a complaint against Ameri-Gas Propane, formerly [redacted]. On March 1, 2013 at around 8:30 pm my family ran out of propane at our home. I immediately contacted the after- hours support which contacted the on call driver. It took the driver almost an hour to contact me, this was only the beginning! [redacted] calls and states that I am not a customer. I explained to him that I have been a customer on a standard route since February 2005. I tell him my driver is [redacted]. His reply, “Oh I’m sorry, that’s where your problem is.” Excuse me but that is extremely unprofessional and out of line to speak about one of the drivers in such a manner. I let him know that that was very rude and I didn’t like it. He asked what I wanted from him since I woke him up out of bed. He told me that he wasn’t coming to fill my tank because I wasn’t a customer, that he didn’t care that my toddler and other children wouldn’t have heat for the night and he said I would have to wait until Monday when the girls were back in the office to clear things up. I told him I needed propane to heat my home for my family and that he could call [redacted] and confirm I was a client. He told me he would not do that and that he didn’t care I had a family that I woke him up and I didn’t need to since I wasn’t a customer. I made sure to get his name and I hung up on him. I recontacted the after-hours line and told them I wanted to speak to a manager now. Finally at 11pm a manager contacted me, I explained the situation and he said he had already put in a call to my driver since their system must have a mistake. I was left without propane for the night. By 8:30 am I still had not heard from the propane company so I called them back and within an hour my driver had brought me propane.

I do not feel [redacted] acted with professionalism at all. I also do not feel it is right to allow a customer who is on a route to run out of propane and allow the family to suffer in the winter cold. A toddler can’t put blankets on themselves to stay warm so that meant my husband and I were up with her getting her warm in the home the best we could that late at night.

We were told we were going to receive a credit on our bill, however when the bill arrived it was full price!!! This company is a joke and this monopoly that it has become in our valley is an outrage!!!!Desired Settlement: I'd like to be contacted about policy changes. They now have a monopoly and I would like to know how they are going to address this employee issue as well as them allowing thier customers to be without heat for over 14 hours!!!!

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: To whom it may concern,

My name is [redacted]. I moved into a Mobile Home in September of 2012 and had my Amerigas Propane turned on. I am a single mother with a one year old and kept the house at 65-70 degrees. When I received the bill of $377 I was astonished. I paid the bill and then turned down the heat to 60 degrees and borrowed a friend’s electric heater. The next bill was $412! I called the company and they said it was "normal”. Amerigas had stated that it could also be my oven and hot water tank. They both are not used on propane, only the furnace runs off of it. They had set up a billing agreement for me to make 4 payments over 4 months but I have to pay the next bill in full. With that said I had shut the furnace off completely, borrowed two more heaters from my parents and used the stove for other sources of heat. When my son and I would bathe we would travel to friends and my parents’ house to stay warm. I took all these actions to not owe Amerigas for using their propane. Waiting to see my progress saving money my electric went up, however my Amerigas bill had went to $483. I was irate at the fact they still raised the bill when me and my son 1 year old son were suffering from not using the service. I began to worry about the fact of having a propane leak, called the company again. I have been speaking to the same customer service reprehensive since the issues have started. [redacted] had asked if I could go out and read the meter itself to here. I gave her the reading and had taken pictures of the meter reading. She was speaking with someone in the back ground and had asked if I was certain it was the right reading. She had said that someone had been there a few days ago to take the monthly reading and my next bill was going to be $512! [redacted] said that someone would be coming out the next morning to have it looked at. The next day [redacted] from Amerigas had knocked on the door, my son’s father was visiting and the dog was barking so I stepped outside to talk to him and asked if it was leaking. He had said everything is fine however since yesterday from the phone call it had already went up (I’m not certain but I believe he said 60 units). He told me he would make a report and they would call me later that day with the results. I asked if he needed to come turn off the pilot light. He had said no that it everything turns off from the meter. Waiting for the phone call that was never received I called back a few days later. [redacted] had told me that there is nothing they can do that it was used and I owe it and they cant prove my furnace was off the entire time. I told her that I questioned [redacted] who came to the house to look at it, then she replied that he has on his report that I refused to let him in my home! This is just completely outrageous. So I had asked if I could speak to a manager. He told me that if I had turned off my furnace my pipes would have frozen and that I used the heat. I however remodeled the Mobile home Trailer and put new heat tape and replaced all my pipes. I still have the receipts. I had told him that people had gave me advise about leaving my water drip and leave one heater on when I leave the house. I have one heater that the cord melted from running so long. I am very aggravated at the fact they are taking advantage of me and my son who have been dressing in layers to stay warm these last few months when they are saying I have been using their service. I was not sure what other actions to take other than them come shut the meter off when turning off my furnace did not work.

Thank you so very kindly to review my complaint,

[redacted]Desired Settlement: I am moving from the address due to these issues. I demand the billing charges are dropped and the next tenants who are present do not have the same issues as I. The meter needs to be changed or further investigation due to the billing/reading department not being accurate.

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]’ 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 have been using the company to deliver propane via their auto delivery option for over 2 years and I have always been diligent about paying my bill on time. Unfortunately the auto delivery system in place failed and I was without heat for 4 days. My multiple phone calls to the company and their managment team fell on deaf ears. After needing to close my business for 2 days due to no heat, I happened to notice a delivery vehicle in my area and I stopped to talk to the rep and sked if he was coming to my place next. What I learned is that the delivery person was currently delivering to a place that had heat and I was not on his list to deliver and my location was less than 1 mile away. After pleading with the driver, he made calls into the main office and he was permitted to deliver to me. Since that time, I have requested a call from the company to no avail. I received bills but no calls. Recently the same delivery man came to my office and started filliing and I asked him to stop as I was waiting on a call and he noted my receipt as such. Still no call.Desired Settlement: I currently have a bill for $606.38 which includes the emergency delivery and the delivery that I stopped. I want the bill to be absorbed by the company as well as an apology. I could have had pipes freeze due to their poor business practices causing major costs. I want the company to close my account and I will not pursue loss of business income for my days lost.

Business

Response:

April 8, 2014Dear **. [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’ complaint regarding her account. AmeriGas takes any complaint we receive 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 her account. **. [redacted] agreed to an offer of $100 credit and the removal of a $36.00 late fee on her account. The credits were applied to the account on April 3, 2014. As a courtesy a credit of $75.71 was also applied to her account on April 4, 2014.We apologize for any inconvenience **. [redacted] may have experienced and trust that this response addresses her 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: Second delivery of propane with uncorrected cost of propane. Had to call in November to have adjustment was assured this was corrected and contract in hand. Recent delivery has another rate higher than contract agreement in effect until 04/30/2015.Desired Settlement: Correct the contract pricing, so that I need not bother Revdex.com and need to contact company every time there is a delivery. I work M-F and don't have time to be on the phone monthly reminding a company of a signed contract.

Business

Response:

From: Revdex.com of Metro Washington DC<[redacted]>Date: Mon, Jan 26, 2015 at 10:54 AMSubject: Fwd: [redacted] Complaint #[redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: [redacted]. <[redacted]>Date: Fri, Jan 23, 2015 at 3:54 PMSubject: [redacted] Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "[redacted] A.D. N05" <[redacted]>, "[redacted]" <[redacted]>Ms. [redacted]--- Attached is our official response to Ms. [redacted]’s complaint. Please should you have any other questions do not hesitate to contact me. Respectfully,Michele O[redacted] AmeriGas Customer Advocate[redacted]Phone: ###-###-####

Review: My propane bill went from $3.29 a gallon (at it's highest in over a year of being a customer) to $5.61 a gallon in less than one (01) month's time. I contacted my local office who would only offer me $4.66 a gallon after being told a new customer gets charged $2.89 a gallon. Further, according to [redacted] the average cost per gallon in PA is $3.96 a gallon. Quite a discrepancy. I advised the customer service rep that I did not appreciate being price gouged and that they needed to come get their tanks, I would not longer be using Amerigas. They advised me that, per the contract, there would be a .33 cent per gallon "restocking fee" as well as a $40 "call out fee". In other words, there would be a charge just for them to get their tank and the remaining propane. I advised them that my one (01) year contract with them expired in January of 2014, therefor, I am not bound by their contract any more and would like for them to waive the charges, get their tanks and propane, and I will pay for what I have used only. They advised they cannot waive that fee and could not help me with that but they would put in a work ticket to come get the tanks.

I shut the furnace off that same day that I called... Monday, March 12th 2014. I photographed the gauges. One tank is just below 75% and one above 75%, hovering around the 80% mark. This is since the last delivery on March 08th 2014. The furnace has not been turned on since the 12th.

I will obviously be more than happy to pay for the 5% +/- that I've used since the delivery and the remainder that I owe from the last delivery about a month prior. I REFUSE to pay a "restocking" fee, or a "call out" fee since I am not under contract any longer and therefor not required to pay it. Furthermore, the tanks are still sitting here two days after I called. It isn't as if they had to come out immediately, after hours, to get their tanks.

I understand the price of propane is rising and very volatile, however, I do not appreciate being price gouged just because my one (01) year contract has expired. $5.61 is unacceptable and would have been nearly $1000. I can't afford it, no one can afford it. I do not appreciate being hit with fees that I am not bound by contract to pay. I have roughly 5 to 10 gallons, give or take, that I have used from this most recent delivery and will only be paying that amount at a reasonable price.

Best of luck to Amerigas and I'm sorry it had to come to this.Desired Settlement: Come get your tanks within ten (10) business days of receipt of this and waive the "restocking fee" as well as the "call out fee". The account number is [redacted].

Business

Response:

April 30, 2014Dear [redacted]:Thank you for the opportunity to respond to the abovereferenced consumer complaint.In his complaint, [redacted] complains about the price per gallon charged and the service termination process. Our staff at our [redacted] office has worked with [redacted] to ensure that the termination process was completed to his satisfaction and as will be explained below, he has given us every indication that he is satisfied with the ultimate resolution that was reached.Before providing the specifics of our response regarding [redacted], AmeriGas would like to provide some background information on the recent extreme supply and demand conditions throughout the country and in Pennsylvania, since we are aware of the increase in customer inquiries/complaints this winter.In terms of propane pricing for this past winter, the supply of propane tightened during the course of this winter, while demand remained high in the midst of unprecedented cold temperatures throughout much of the country. And not surprisingly, as has been well-documented by various media reports, this perfect storm of increased demand and decreased supply led to the cost of propane soaring. AmeriGas has been very mindful and sensitive to the burden these increased prices have placed on its customers ability to afford to heat their homes this winter, and we did everything within our power to mitigate the effects of the higher wholesale product costs that we saw in the marketplace, while also still being able to secure enough supply to keep servicing our customersAs an initial matter, AmeriGas purchases the propane it sells from a wide variety of sources, but principally from large producers and midstream companies who produce it and then sell it on the wholesale market. As a propane retailer, AmeriGas acts as a critical link between the producer and the end user. However, we do not manufacture or produce any propane whatsoever. Instead, we buy on the open market 100% of the propane we distribute and are, in essence, at the mercy of the market when it comes to the price we pay for the product we sell.During this past winter, AmeriGas expended a tremendous amount of time, energy and money repositioning our assets to supply propane where it is most needed. We utilized an Airborne division that moved drivers into locations where extra personnel were needed. That consisted of 41 volunteers, across 27 districts in 11 states, totaling over 500 man days. We extended deliveries to seven days a week in some places in order to keep our customers in gas. We added to the team in our call center in an effort to respond more quickly to every customer who calls with a question or complaint. We made the difficult decision to exercise our rights in the agreements we have with certain wholesale customers to allocate that product to our residential and commercial accounts. We purchased highcost spot” propane that was located off shore on ships, or ones that were export-bound, in an effort to maintain sufficient supply. We strategically deployed mobile transflow units to offload product directly from rail cars to certain district locations that lack rail service. We extended our Saturday hours in many districts to accommodate our customers. All of these efforts, as well as others, came at a financial cost to AmeriGas. Propane is fungible, but our ability to deliver reliability of supply, to provide extensive safety training to our employees, and to have the willingness to move assets substantial distances to better adjust to supply disruptions, in our view, sets us apart from others in the industry. To our knowledge, no other propane company went to the lengths we did with our trucks, railcars and personnel in an attempt to provide better service to our customers.[redacted] has not acknowledged or accounted for the unprecedented supply and demand difficulties set forth above. Further, his complaint does not take any of AmeriGas’ extraordinary measures into account in alleging price gouging.” Such measures necessarily result in some increases in costs and, therefore, increased prices for propane. But increases in the price of propane are not, per se, evidence of price gouging, as the [redacted] would have you believe.As a practical matter, there is no way to do a reasoned analysis of the per gallon price that [redacted] was charged on the date of delivery by AmeriGas to the average prices reported by the EIA. This is so particularly in the marketplace at the time of the delivery, in which supply availability and wholesale pricing was extremely volatile to an unprecedented degree (often changing multiple times in a single day). This is not determinative on the issue of whether AmeriGas was price gouging.Notwithstanding this background, we understand and appreciate that many of our customers may not be aware of what goes on behind the scenes and may suspect that our prices are too high. We do not believe that is the case, given our response to the overall situation and the costs and expenses incurred over this winter by AmeriGas.In this case, [redacted] has terminated service with AmeriGas. As part of his final bill, he was billed for the first fill made to his account, which was not previously billed. As part of our resolution of this matter, AmeriGas has credited the first fill back in the full amount of 424.08. Additionally, AmeriGas has refunded [redacted] 572.71 for the propane remaining in the tanks at the time of pick-up and he has indicated that he is satisfied with that refund. Finally, any late fees on the account have been removed.Please do not hesitate to contact me at [redacted] or by email to [redacted] if you have questions or follow-up is needed.Very truly yours,Senior Counsel

Consumer

Response:

Thanks to [redacted] from the local office for being the one that actually took time to help and look into the matter. She was the only one that cared enough to take time out of her day to make the changes and was very fair in the process. Had I obtained that level of caring, understanding, and customer service from the get go I may still be a customer. I was never charged for the first delivery and when I terminated the agreement was hit with a charge that was over a year old, shooting the final total to over $900. Again, she took the time to go over the bill and was fair about that billing issue.

Review: [redacted] of Ionia, MI threatning removal of propane services and reporting to credit agency while not under contract.

I received a notice in July or August from [redacted] of Ionia, Michigan that I was under contractual agreement with them. In the notice it stipululated that if we did not meet their requirements, we'd be subject to have our propane tank removed. Specifically, they stated that I had a contract in which I was to pay them 99.00 fee to lock in to a certain propane price. They said that I entered into a contract from the previous year and It would automatically renewal. However, while I did verbally authororize to have use the lock in price the previous year and paid my 99.00 fee. I did "Not" sign a contract stipulating that this agreement would still be in effect the next year. I intentionally made this a one year agreement because of the price volatility of propane and not wanting to be locked in to a higher price in the following years.

Today I received a notice from [redacted] of California which is a collection agency stating that my account with [redacted] was delinquent! I promptly called rural gas and demanded an explantion from them. I spoke to Amy at 3:57 p.m. on October 23, 2014 and asked her to pull up my records and see if there was any contractual obligation I was under. She did so and stated explicity that I was "Not" under contract with them and their lock in service just rolls over year to year. Again, she assured me that I signed nothing but yet was submitted to a collection agency.

I also spoke to another lady at [redacted] gas shortly after reciving my first notice back in August or so and she too said that I was "Not" under contract with them.

These are not the first intances in which we suspected wrongdoing from Rural Gass and Appliance. Last year I had our tank filled on a couple of occasions. My son, who was 19 went out prior to them coming to our house and reported propane levels that were much higher(~7-8%) than what their delivery truck guy had said who arrived the next day. We generally use ~1% a day of propane. I also called up and complained to them regarding this practice but they would't admit wrondoing. This practice also happened the second time they arrived with propane. It appears to be a form of "skimming" on their part. I was not available to be their when they arrived because of my work shift.

I've never submitted anything to the Revdex.com but their unethical practices obligated me into doing so. I hope this matter will be investigated, thanks for your time!

[redacted]Desired Settlement: I would like the propane tank removed at a specified date and time so I can schedule to have another propane company deliver their tank. I also want to be appropriately compensated for the amount of propane in the tank with no penalty charge, thanks.

Business

Response:

November 4, 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.On October 23, 2014 a credit of $72.00 was applied to [redacted]’s account for late fees and on October 24, 2014 a credit of $99.00 was applied for his contact renewal fee. The final bill process has begun on [redacted]’s account, and as a courtesy he will not be charged our standard $149.00 tank removal fee.We value our customers and are sorry we were not able to keep [redacted]’s business. In light of the foregoing, we reasonably believe this matter is on its way to being resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager

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: As part of the settlement for Amerigas Co. unscrupulous behavior, I want compensation for the residual propane left in the tank upon removal by Amerigas Co. in addition to the $149.00 tank removal waiver. That was not specified in their response to me originally. In addition, I want to be able to set the date and time for removal of the tank and would like that added into the plea deal.

Regards,

Business

Response:

December 4, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a Rural Gas & Appliance (“AmeriGas”) an opportunity to respond to [redacted]’s complaint again regarding a tank removal. 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.On December 3, 2014 [redacted] contacted his local AmeriGas office and requested that his tank be removed when his new propane supplier has set up their tank. AmeriGas has agreed to [redacted]’s request. AmeriGas will also remove all tank removal fees, per [redacted]’s request. [redacted]’s account currently has a zero (0) balance.We value our customers and are sorry we were not able to keep [redacted]’s business. In light of the foregoing, we reasonably believe this matter is on its way to being resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager

Review: We have never incurred a bill with this outfit. This is the second bill from this company. Spoke with the general manager at the [redacted] office, on 8/6/13 at 4:45PM. He apologized for the "error" and would correct it. Yesterday I received a "past due notice" for $99.00. This is for some kind of "enrollment fee" which we know nothing about. I object to getting "past due" notices from companies that I don't do business with.

Product_Or_Service: noneDesired Settlement: DesiredSettlementID: Other (requires explanation)

remove my name from their accounts receivable list

Business

Response:

**. [redacted],

A response was sent on 9/24, please see the attached letter.

Respectfully,

Customer Advocacy Manager

September 24, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’ complaint regarding a bill he received. Upon receipt of **. [redacted]’ complaint, we investigated the allegations contained therein and provide the following response based on our findings.

[redacted], Office Manager for AmeriGas, has contacted **. [redacted] via telephone and informed him he has a zero (0) balance on his account and explained why the error occurred. **. [redacted] was concerned about his credit, please let this response serve as confirmation that no derogatory credit information has been reported to any credit bureau or credit reporting agency.

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

Sincerely,

?

Consumer

Response:

[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: The nature of my complaint is not only that Amerigas has failed to correct billing errors, but they've failed to provide itemized billing and failed to provide an explanation of charges on multiple occasions. I've sent multiple email messages and spoken to customer representatives on the phone several times to try to clear things up. I work night shift and so I've requested that we communicate primarily though email since arranging a time to speak on the phone is difficult, but most of my emails have been ignored or I'm simply told to call the office. For me that like asking someone to call in the middle of the night as I sleep most of the business day, however they have so far refused to cooperate. Amerigas is the only propane delivery service in my area(I have a 500 gallon tank) so I can't switch providers, so the only viable alternative would be to install an electric furnace in my home which is not in my budget at this time.Desired Settlement: Since I have no realistic alternative service to heat my home, I want an email point of contact from Amerigas that can reliably communicate with me in the future should issues like this arise again. I would like an apology for the tremendous headache and frustration that has gone into ensuring my family has heat. Finally I don't want to pay my current balance. Not only has the current balance been ambiguously communicated to me multiple times and then modified with or without a clear explanation, but at this point I'm furious that I have to pay for "service" that requires more effort and attention on my part than all of my other bills combined. If I had an alternative, I would have moved to it long ago. I hope that after this process, the level of customer service will be at least acceptable.

Business

Response:

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

Respectfully,

?

AmeriGas Customer Advocate

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 rebuttal provided by Amerigas does little more than explain the situation. They do not attempt to correct any shortcomings or make amends for the enormous inconvenience they've caused. The most surprising aspect of Amerigas' response is that they provide evidence supporting my clai**, then state that they believe the situation to be resolved. My primary complaints were (1) ambiguous billing practices and (2) poor email communication. Upon reviewing this most recent attachment Titled "[redacted]_(Response)[1].pdf" I found the following:

Review: Amerigas of [redacted] is charging nearly 2-fold the price charged by other Amerigas locations.They delayed over fourty days after our first request (late Oct.) to fill our tanks, putting us into the winter rates. According to a person at [redacted] Propane the refill time to fill should be 7 to 10 days. We called (###-###-####) for a refill three times in Nov. and once on Dec. 6th. Propane gas was received in only one of our tanks on Dec. 11th (the other two tanks were not filled.) , WE received an invoice on Dec. 17th for 272.5 gals. @ $4.179 per gal. equaling $1138.78. I called my Daughter who receieed Propane from Amerigas in Oct (same time that I called for Propane). Her bill for 283 gals was $625.OO @$2.18 per gal. I called [redacted] on Dec. 20th at Amerigas Customer Care Line (###-###-####), she said she could not change the cost but would have the Manager at [redacted] call with in two working days. We have not received a call. We have know idea who the Manager is and afer leaving massages konw one calls back.According to "CheckPropanePrices.com" the price in [redacted] County (County we live in) on Dec. 17 was $2.91. We are Retired living on a fixed income and Propane is our only source of Heat.Desired Settlement: We would like Revdex.com to help resolve what the price should be of the Propane we received. And why Propane Companys in California are not being regulated.

Business

Response:

January 16, 2014

Dear **. [redacted]:

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

District Manager, [redacted], spoke to **. [redacted] in reference to the confusion over pricing and which location services his account. **. [redacted] provided **. [redacted] with her cellular phone number if he had any further questions or concerns.

We value our customers and apologize for any confusion 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,

We had Amerigas back in 2010-2011 for our homes propane needs. While we were a customer things were ok but when the house sold and we moved things got difficult. We notified the local office which handled our account in Cortland, Ohio and let them know that we were moving and they needed to come and reclaim unused propane and get their tanks. I called once or twice a week for almost 3 months before we were issued a refund check. From there I thought everything was taken care of but we just received a bill for $90.09 for tank rental from 9/1/2014-8/31/2015 a full 2 years after we notified them to pick up the tanks. I called the corporate head office and was notified that the tanks were never recovered. The Cortland Ohio branch is a nightmare to deal with and I would highly recommended going with someone else for your gas needs.

Review: My family left our house for Christmas on December 21, 2013. On December 23 a friend, checking on our pets, reported to us the house was cold, about 50 degrees. She didn't know how to adjust anything but figured the animals were safe. On December 28, 2013 we arrived home to our house and the temperature was below 50 degrees. I went to check the gas tank, our house is heated and our cooking is all gas. The gas tank was empty. I went online and realized we had not paid the bill which was due December 24th, Christmas Eve, and immediately paid the bill. I then contacted their customer service to get the tank filled and the customer service person let us know they would contact us when a driver was contacted and on their way. An hour passed and I had not heard anything so I called back and the customer service rep told me my bill was pending and hung up before I could even say anything. I called back and this time the customer service person said they were having difficulty contacting the driver and had contacted the local manager and were waiting for a response. Another hour passed and we received a call saying they would be on their way to fill the tank after I paid the almost $200 service fee for the emergency delivery. When I explained how the tank was empty BEFORE the bill was even late, and that they are not supposed to let it become empty, per our contract, the service rep and I walked through when the tank should have been refilled and she agreed it had been allowed to go empty when it should not have. The rep repeated, however, that due to our bill having been paid late they would need the almost $200 dollars before they would send a driver I asked for the manager. The Customer Service Rep hung up on me! At this point it was hours past the first call and I had to get my two young children to bed, and find heating blankets and portable heaters to keep them warm, I did not call back. As of this morning their service representatives would not resolve the requirement for payment and said I would have to wait till Monday when a driver on normal rounds could fill the tank as I was unwilling to pay the emergency delivery fee.Desired Settlement: Delivery of order when it is supposed to be delivered, delivery of emergency fuel as it was their error, training of customer service, and an apology for being treated this way.

Business

Response:

January 10, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding running out of propane. 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 we did unfortunately allow his tank to run out of propane. **. [redacted] was late in making his payment that was due on December 24, 2013 but we recognize his tank was out prior to his bill being due and we apologize. Since receiving this complaint **. [redacted]’s tank has been filled and we have applied a $50 credit to his account for the inconvenience.

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

Sincerely,

Review: I have taken the time to call Flame Propane 6 times since they began billing us (in November 2013) for the use of propane for a property that we do not own. We do not own any property in in [redacted] or Arizona. I even took the time to pull county records and provide them with the legal owners information of

[redacted], AZ [redacted]

I do not understand why they have not resolved this... Furthermore, they have the audacity to send a non customer to collections. They have left me no choice but to contact the Attorney General and the Revdex.com and file a formal complaint against Flame Propane.

county records that show legal ownership of said property belonging to...

please email for ownership info.

Furthermore the real estate agent for said property is will further attest to the fact that we do not own this property.

Again, Please email me so that I can email you the county records.Desired Settlement: Please resolve the mis billing... please stop collection procedures from your third party collection agency... please remove us from your system and give me written notice that this matter has been resolved 100%...

Business

Response:

May 20, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a Flame Propane (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding an 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.The account information provided to us in **. [redacted]’s complaint has been updated in our system to reflect the billing correct address and account holder, also last name [redacted]. We apologize for the confusion. Please let this response serve as confirmation that no derogatory credit information has been reported to any credit bureau or credit reporting agency.We apologize for any inconvenience we have caused **. [redacted]. In light of the foregoing, AmeriGas reasonably believes that this matter is on its way to being resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,