AmeriGas Propane LP

Review: I've been using Amerigas of [redacted] NH for 8 years. I always pay in advance for my propane. on 10/11 I prepaid for my propane as usual. They waited until 10/15 to make the delivery, filled up my tank and then proceeded to unhook my propane, stating that the tank was too close to a window. They never called me, didn't knock on the door, made no attempt to contact me even thought I'm a long-term customer with available contact information in their system.

And when I try to contact them they won't answer the phone. This is terrible customer service and I don't understand why they don't care about paying customers.Desired Settlement: Try to keep their customers by actually giving modest effort to contact them.

Business

Response:

October 22, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding his tank being locked off. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we reviewed his account and are providing the following response.

AmeriGas District Manager, [redacted], worked directly with **. [redacted] to resolve his issue of his tank being locked off. **. [redacted]’s tank was locked off due to safety reasons. The tank has since been moved to a safer location and unlocked.

In light of the foregoing, AmeriGas reasonably considers this matter resolved. If **. [redacted] has provided you with additional information or questions, please do not hesitate to contact me.

Sincerely,

Consumer

Response:

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 have not been a customer of amergas since september 2012.They left a large a 500 gallon tank in my yard and have ignored multiple phone calls to remove it. 2 years is plenty of time to give them in my humble opinion. I would simply like them to come get their tank. I am considering calling a scrap dealer and have them haul it away. Is this a common problem with amerigas? Any input or information from you would be appreciated.

Thank you,

[redacted]Desired Settlement: I would like the tank removed by amerigas. Very simple...

Business

Response:

October 24, 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 we receive seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.On October 20, 2014 [redacted]’s tank was removed from his property.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.

I have no idea how this office is still in business. Everyone in our development (Canterbury Estates) has only had bad experiences with Amerigas. Customer service is all but nice and friendy. Every year I fill my 500 gallon tank and there is always issues. Sometimes they overfill it, another time they say the level was lower than what I had recorded a day prior and not to mention about the prices.
Today, I came home to a notice that they had filled my tank but they shut the service off because they could not perform a pressure test (11:25 AM) since we were not at home. I guess they expect their customers to sit at home and wait for them but they don't call to tell you they will stop by. It's middle of December and my heat, hot water and fireplace are all propane. My wife, me and my little 3 yr old daughter come home after 5:00 PM to a notice that the service was [redacted] off but tank has been filled. [redacted]
Can't they call to say this needs performed and you need to come home otherwise you will be without heat. They call for anything else or when they need their invoice paid but when they are turning your service they leave a note to call the office, which closes before I get home.
Either they will sell me this tank and I can stop using this poorly run company (office) or I will pay twice as much to dig that thing out and they can pick it up.
I'm so fed with the entire company and the local office.
I would never and will not do business with them anymore.

Review: My wife and I sold our house on 6-23-2014. I contacted Sawyer Gas on 6-23-2014 to have our metered gas shut off and our account to be closed. I was told that my request was processed. A week later I called Sawyer Gas to confirm that my account had been closed and the gas had been shut off. I was told that it had not been cancelled because the customer service rep that took my call on the 23rd had not filled out the paperwork to complete the cancellation. I was assured at this time that it would be cancelled. My wife then called on July 7th to confirm that it had been cancelled and again we were told that it wasn't. My wife was told that it would be shut off within the week and that we would not be charged past 6-23-2014, that our account would be credited. After another week went by my wife called to yet again confirm that our account had been cancelled. This time she was told that the gas was shut off on 7-3-14 and that we would be credited back the amount that was charged between 6-23 and 7-3. We received a bill today (7-28-14) from Sawyer Gas for a full month's worth of gas in the amount of $31.45. We called Sawyer Gas today to find out why we were getting yet another bill. The CSR advised that the account had not been cancelled. My wife told the CSR that she was told that another CSR stated that the gas had been shut off on 7-3-14. The CSR stated that she was not allowed to discuss what notes were on the account and that she would call us back in a week. This is absolutely unacceptable! We have not owned the home since 6-23-14, the same date that I requested the service be terminated and yet we continue to receive bills for the gas that the new owners are using. This is theft.Desired Settlement: I want a full credit of $31.45 and for my bill to be prorated back to 6-23-14 as I was told would happen. I also want my account closed immediately.

Business

Response:

August 15, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a Sawyer Gas (“AmeriCas”) an opportunity to respond to [redacted]’s complaint regarding his account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings,We truly apologize for the time it took to cancel [redacted]’s service. On August 8, 2014 a credit of $31.45 was applied to [redacted]’s account and on August 13, 2014 a refund of $100.00 was issued. [redacted] should allow a couple of weeks for the refund to arrive. [redacted]’s account has been final billed with a zero (0) balance.We apologize for any inconvenience [redacted] may have experienced and trust that thisresponse addresses his 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,Jill D[redacted] Customer Advocacy Manager

Review: I had a yearly budget plan with Amerigas to pay $133.00 a month for propane gas. In June I received a letter stating I could lock into a fixed price because I had been such a good customer. When I called I was told I had an outstanding bill of $3,769.60!!! They said due to the weather last winter we had high usage but for some reason I wasn't notified to pay more per month. Someone should have notified me but they were sorry I could not lock into the low price of $ 2.79 until I paid off the balance. Seriously. So I paid $1000.00 on the bill and they made another delivery. I looked at my bill and it was $3769.60 again. When I called them they said I was charged $4.48 a gallon. They said if I had a budget plan it would have been $3.79 per gallon. I want to buy the tank from Amerigas but they won't sell it until I pay off the balance. I am on a payment plan with them to pay it off in 4 months however, I will pay if off in 2 months so I will not have to deal with this inferior company anymore. I have called the corporate offices but I have yet to hear from any manager or supervisor. At this point I only want to buy the fuel tank so I can deal with another propane company. This company gets an F!Desired Settlement: I want Amerigas to sell me the fuel tank for a fair price. The tank is 20 years old and after the shabby treatment I have received from this company I feel that is the least they can do for me. By this time someone in management should have tried to contact me. I have called numerous times without success. Horrible company to deal with!!

Business

Response:

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

Thank you,

Jill D[redacted]

Customer Advocacy Manager

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

July 30, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’ complaint regarding service and her 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.We truly apologize to [redacted] for the inconvenience our billing error has caused. [redacted] should have been contacted regarding her monthly payment prior to receiving a large bill. We take full responsibility, and have since corrected the error. Per her request, [redacted] was able to purchase her tank on July 29, 2014. On July 30, 2014 Customer Advocacy Coordinator, Haven D[redacted] was able to speak with [redacted] regarding this matter and her concerns, and they will be addressed.We value our customers both past and present and apologize again for any inconvenience we have caused [redacted]. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill D[redacted] Customer Advocacy Manager

Review: Numerous attempts to cancel service and receive refund have failed. Each time company claims that they have no record of our calls.

Called May 6 when tank was returned by [redacted] to their facility and was told refund should take 4 weeks

Called June 10, support claimed that they had no record of any tank received or cancellation request. No record of refund issued. They submitted the request for refund. Was quoted 6 weeks to receive refund check, $4.50/gallon minus $39 cancellation fee. Called [redacted] with [redacted] to confirm that tank was returned. [redacted] confirmed communication with Amerigas and said there were fax records to show this.

July 1 - Received an annual tank rental fee for $81 plus tax. Called and spoke to [redacted] with Amerigas. Says not to pay tank rental bill. She is putting notes on our acct and says they are working on getting this settled for us today. She said she will give me a call back if she needs any more information, and I can give her a call back in a couple weeks to get an update on the status.

Each time they said they had no record of attempt to cancel, nothing about a tank being returned, nothing from [redacted], no notes in my acct at all.Desired Settlement: We want our account cancelled and a refund issued. The tank was 48% full (57.6 gallons) when dropped off to Amerigas on May 6th from [redacted]. We paid $4.85 per gallon and Amerigas takes .35 off per gallon for refunds, bringing the amount per gallon we should receive down to $4.50 per gallon. Amerigas also charges a $39 cancellation fee, so we expected a refund check total of $220.20.

Business

Response:

{Please see attachment.}

Review: 3-4-14 spoke to [redacted] (###-###-####)had the tank locked off, she told me the tank was 70% full. She told me my refund check would be mailed to me and I would receive the refund by 4-15-14. 4-11-14 Spoke to [redacted] I had received a bill, [redacted] said refund was being processed and I should receive the refund within the week. [redacted] also said she would have a supervisor call me within two days. Supervisor never called. 4-23 spoke to [redacted], she states she has no idea about this account, states she does not know when a refund will be issued. I have now received another bill with a late fee. [redacted] did state she would " take off hte late charge" [redacted] would not give me a supervisors name or contact information. [redacted] again stated a supervisor would call me within 24 hours. 4-25-14 spoke to [redacted] asked for supervisor again, she said she will let themknow to call me and disconnected the call.Desired Settlement: I would like my refund.

Business

Response:

May 7, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a refund. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.A refund in the amount of $418.82 was issued on May 7, 2014. We greatly apologize for the delay in sending **. [redacted] the refund check. The check should arrive in approximately 7 to 10 days.We value our customers both past and present and apologize for any inconvenience **. [redacted] may have experienced. 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: Me, my husband, and our daughter moved into this house September 1, 2012 - we are renting a small house in a subdivision with metered propane. The first issuse was to simply get a hold of anyone to change the bill so that it is in our name instead of the owner. This took nearly four months with 4-5 phone calls by both me and my husband, 2 emails, and 1 drop in at the office. Anyway our first bill for Sep- Dec was $616! This makes no sense; I'm not even sure if we used the heat in sep or oct, and november and december were not very cold. Our small house is usually set at 65 and never is set higher than 69. I argued with Amerigas and my husband argued with them, but all they said was "that is what the meter read." My husband convinced me to suck it up and pay it, so I did. January was cold and we were billed $190.41 - that is reasonable, but it supports my claim that the last bill was not correct. Then in February we get a bill of $416.56!!! It was cold, but we live in [redacted], not Antarctica. We do not what what to do, or who to turn to. Amerigas will not give any explanation other than, "that is what the meter read." If you search them online this is not uncommon for this company; there are already many other poeple and businesses trying to bring them to justice. Apparently, they are untouchable. Please help.Desired Settlement: We have not yet paid January, Feburary, or March bills because we wanted to get this figured out first. We expect to have our February bill lowered significantly and get some sort of credit or refund for the sep-dec bill that they over charged us and the late fees- we will then pay our balance.

Business

Response:

Amerigas Customer Advocate [redacted]

9:18 AM (1 hour ago)

to me, [redacted] Corp

Images are not displayed. Display images below - Always display images from [redacted]-- Please accept the attached as our official response to Complaint #[redacted] filed by a [redacted]. [redacted]Field Service Center Relations Coordinator[redacted]

Review: Canceled Account at 0 balance NOV 2012, gas not used any more. Amerigas came out & disconected tank & advised that they would pick up tank & credit back gas still in tank.18% still in tank.

Next month they charged me a new service for next year 2013. Then they gave a credit back for that.

Now a new charge of 137.31 is being charged 1/3 2013 to 3/5/2013Desired Settlement: Refund for gas in tank 18% & all charges after 10/1/2012.

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: In Jan 2011 I purchased this foreclosed property from the morgage holder including an unidentified, leaking propane tank for home heating. In Aug. 2011 I purchased a new tank as the old one had a propane gas leak. Propane from the old tank was emptied in the Fall of 2011 and the tank was put in storage by closing the valve. Now I'm getting invoices from Amerigas for tank rental for calender year 2012. I've told them that if they could prove ownership I would let them remove the tank this summer when the ground has firmed up. All I got was another bill! I don't have any service agreement with this company. The tank they are billing for is unuseable. The year of claimed service the tank was in storage. Seems like they have a scheme here of not putting a company name on the tank and blling the new property owner after the fact for services rendered. Well,in this case I did not use their service. I do not have an authorized account with them. Can you get the billing stopped? Can you get them to remove the tank from my property?

Thank you for your help.Desired Settlement: Stop billing me & make arrangements to remove tank after proof of ownership.

Business

Response:

March 28, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L. P.(AmeriGas) an opportunity to respond to [redacted] complaint regarding a tank ownership and tank removal, 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] account was opened in January of 2012. Attached is a signed lease agreement from the Realty Company confirming AmeriGas ownership of the tank. Currently, there are tank rental fees on [redacted] account; if he receives a delivery from AmeriGas in good faith we will reverse the tank rental charge. [redacted] will need to contact his local office at ###-###-#### to request a delivery.I trust this response addressed the allegations in [redacted] complaint. We value our customers and apologize for any inconvenience [redacted] may have experienced. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.?

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I closed on this home on Jan 7, 2012. Amerigas's dealing with Realty was in December, 2011. Whatever this business was about, I had no part in it and assumed no legal obligation to Amergas in the purchase of this property. I have no idea who the Realty company is and I repeat I have no contract with Amerigas. All I want is their tank removed from my property and their bill dismissed. I have my own tank and have no need for the piece of junk they claim to own. I have no intention of ever doing business with them and will not be blackmailed to purchase propane from them to get the bill dismissed.Look at it this way. If a car rental company had parked a junk car in your yard with no ID on it and then two years later sent you a rental bill for use, would you pay it? If Amerigas will show proof of ownership for this tank they are very welcome to come get it.

Regards,

Business

Response:

April 17, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (AmeriGas) an opportunity to respond to [redacted] complaint again regarding tank ownership and tank removal. 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.Enclosed is the signed lease agreement which is confirmation the tank is owned by AmeriGas. If [redacted] would like his tank removed and his account closed he can contact his local AmeriGas office at ###-###-####. [redacted] tank rental fee and late fees will be removed if he decides to close his account.I trust this response addressed the allegations in [redacted] complaint. We value our customers and apologize for any inconvenience [redacted] may have experienced. 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.

Review: Overcharging on Propane price quoted and after calling them regarding this they assure you they will put it right,but after you get the invoice you see they have not done so.That is why I always call before I order and get the price and make sure the price on the invoice is the rate quoted.This is 90 percent of times I have ordered propane and have been going on since Sept 2010.

Product_Or_Service: Propane gas

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

To give credit for amount overcharged

Business

Response:

March 20, 2014

Dear **. [redacted]:

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

**. [redacted] had signed a two year pricing agreement with AmeriGas. In error, the contract was entered into the system as a one year pricing agreement. Once the contract expired, **. [redacted]’s price per gallon changed. **. [redacted] contacted his local office and informed them his contract was for two years. AmeriGas was able to contact the former salesman and confirm the two year contract agreement. AmeriGas placed **. [redacted] on a new contract but due to an error the price was incorrect. The error on **. [redacted]’s account has been corrected, eliminating his pricing issue.

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

Sincerely,

?

Review: On May 9th, 2014 I ran out of gas and since it was a Friday evening I had to call in a request for emergency delivery of gas, since I would have been without for more than the weekend. We agreed it could wait until the 10th and they delivered the gas then, charged me previously for the emergency service, upon filling my tank with gas, the young man inspected for evidence of leak in my system. He established that my system had no leaks, but explained to me that there may have been a leak on the valve of their tank, since there was some bubbling, but he tightened it and felt that there would be no further leaks. I telephoned early the week of the 13th of May to report that this had taken place, that I had filled my tank in october of 2013, according to their records and mine, it had required 40.99 gal, the previous year, when we filled in October of 2012 they had filled with 42.8 gal, so it appeared as if our yearly usage was about 41 gal, give or take. Nothing had changed in our usage since October of 2013 and we ran out of gas in 6 months, this was impossible, without there having been a leak. The person I talked to the first time, took my information, but I neglected to get her name, I phoned again and have had several communications with Camille, that very kindly instructed me to always get a name. I spoke to her on the 20th of May, again on the 30th, she told me she could not locate the work order to determine what had been done and requested that I send her the copy of the work order the man left on May 10th, I faxed this on 3 different occasions, she did not receive the first two faxes, but finally acknowleded receipt of the one sent on June 20th, she continued to take copious notes and ask how she could help, I said I would like to pay for the gas I may have used, not the emergency fill fee, that was caused by a faulty valve on their tank. I also did not wish topay for more than 20 gallons of gas, I had been billed for a complete gas fill, that is exactly 96.4 gal. I requested a credit for the $195 for the emergency fill, plus the 74 gal that were lost due to their faulty valve. Since my multiple calls and Camille's assurance she would discuss it with her supervisor, no one has called me, since I gave up on Camille, I talked to Lauri Ann and requested the supervisor, neither camille or the supervisor were present, I have since called on two occassions, requested the supervisor and was put on eterrnal hold. I also requested that they advise the billing company that we have a dispute that they have been slow to settle, so they should not expect to collect until the dispute was corrected. I continue to recieve automated calls to inform me of my late bill and requesting payment.Desired Settlement: That [redacted] propane honor my request, correct the bill and deduct the emergency fee, that was already collected for $195, then they correct the bill for a full fill and charge me only for 20 gal. THis means the amount I owe, if I paid for 21 gallons of gas would be $108.55, I have already paid $195, so I would like a refund of $86.45 and no further bill, as they are still billing $320.71. Please advise how to proceed with a company that should be put out of business for their lousy customer service.

Business

Response:

July 28, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L. dba [redacted] Propane (AmeriGas) an opportunity to respond to [redacted] complaint regarding his account. 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 July 21, 2014, [redacted] Propane's District Manager, Andrea M[redacted], left a message for [redacted]. Ms. M[redacted] issued credit on [redacted] account and also a refund as requested. The refund of $86.45 was issued on July 23. [redacted] should allow approximately ten (10) business days to receive the refund.We apologize for any inconvenience [redacted] may have experienced and trust that this response addresses his 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, Jill D[redacted]Customer Advocacy Manager

Consumer

Response:

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

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

Regards,

Review: tank is located at a second home. tank was filled sometime in 10/13.bill was received last week of 11/13 already had $36.00 late fee.paid bill 12/11/13 with check for amount of gas minus late fee.day after sent check received 2nd bill with 2 late charges.check was cashed 12/24/13.received 3rd bill 1/10/14 had 3 late charges plus some other $172.00 charge.they keep sending automated messages to phone saying account is overdue and to contact your provider.when you call the # it transfers call until it hangs up or puts you on hold .one call was on hold for 28 minutes.gave up trying to contact them.previous tank fill it took them 7-8 months before sending a bill.I think they have problems with billing dept. and the customer gets to pay the penalty

Product_Or_Service: propane

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

they need to drop the charges they keep adding,I already paid for the product.

Business

Response:

February 11, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. According to the complaint, **. [redacted] asserts he did not receive timely invoices which resulted in him being charged late fees. Upon receipt of your letter, AmeriGas investigated the allegations set forth in **. [redacted]’s complaint. We have concluded our investigation and provide the following response.

According to our records it appears **. [redacted]’s account was set up for online billing and paperless invoices, which our customers have to sign up for. As a courtesy to **. [redacted], AmeriGas issued credits in the amount of $108.00 (for three $36.00 late fees) and $131.30 for tank rent incurred on November 30, 2013. Currently, **. [redacted]’s account has a zero (0) balance. As of January 29, 2014, **. [redacted]’s account was changed to paper billing and he will begin receiving his bills in the mail.

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

Sincerely,

Review: called the last Wednesday about being out of propane ,, they already have our money $ 525.00 and told us it takes 7*10 days and that we should have called at 30% will when you can only afford 100 gallons at time 30% is the same day... but was also told if we give them an extra 150.00 they'd be out right a way... ummm if I could afford that wouldn't I have had more before ... grrrr going on 7 days of using small little heaters. I have 3 small children and take care of other children during the day and it's been in the single digit's.. brrrr cold as cold can be....and now the last 2 days of calling all I get it the busy signal or recording.... I have emailed them and facebooked them, the face book message has been read and still got no response...today I called and was put on hold 3x's and then finally talked to someone who all they wanted was my phone # so they could call back....( I blieve it when I hear from them).... and I am not the only one having this issue log into thier facebook page and you can see it's happening from all over... this needs to change. people are paying and not getting any heat....Desired Settlement: they need delver the propane that they have been payed for and an apologize needs to be giving out. they need to fix things so people arent running out and living with no heat.. I will be changing who we buy our next propane from we are done with amerigas..

Business

Response:

February 5, 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. Upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.

**. [redacted] is correct she did call us on January 22 to place an order for a delivery and to inform us that she had run out of propane. **. [redacted]’s payment was applied the day she called, as this is necessary for us to make a delivery with the way her account is set up. As is our standard policy she was informed there would be a special trip charge to have us come out that day. She declined this special trip and was told her delivery would be made in 5 to 7 days unless a truck was in her area sooner. **. [redacted]’s delivery was made on January 24, 2014 which was before her quoted delivery window. The district also waived the standard relight fee which is charged to all of our customers when they run out of propane and need to have their services restored.

We value our customers and apologize for any inconvenience we may 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: When our tank was originally filled at the beginning of winter by this company, we asked to be placed on a year-round billing cycle that would allow us to get the tank refilled when it was necessary. It is my understanding that this is common billing practice of this company. However, once the tank was filled, it took over 3 months to receive any type of bill regardless of our insistence to send a bill to our home. Finally, we received a bill in January but the billing cycle was incorrectly calculated. We have asked numerous times for this to be rectified and the company insists we must pay off the current tank of gas before a different billing procedure can be applied to the account. I cannot find this policy anywhere on the company's website or other Amerigas advertisements. Furthermore, all attempts to contact our local distributor (in [redacted], GA) have been unanswered. On one occasion, I sat on hold for over an hour, and on another occasion, the phone rang 45 times before I was promptly disconnected. I have also attempted to call the headquarters of this business numerous times and have been met with excessive wait times. I had to resort to dialing the emergency gas leak line to get someone on the phone.Desired Settlement: I would like for our account to be placed on a year round billing cycle (budget plan) and for the company to come fill our gas tank. Due to the extreme winter weather this year, we cannot afford to lose our gas heating.

Business

Response:

January 26, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane an opportunity to respond to **. [redacted]’s complaint regarding troubles she is encountering trying to have her account changed to a budget plan. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

Upon receiving this letter AmeriGas Area Coordinator [redacted] reached out to **. [redacted] directly to discuss the changes she wishes to make to her account. Unfortunately, **. [redacted] was unable to reach **. [redacted] but she did leave her a message explaining that she would be more than happy to work with her to get her account switched over to a budget plan. Once **. [redacted] hears back from **. [redacted] she will be able to rectify this situation and get her scheduled for a delivery.

We value our customers and hope to have **. [redacted]’s account set up the way she wants very soon. We also apologize for any inconvenience we may have caused to **. [redacted]. Please feel free to contact me if you have any questions or if the customer provides any additional information

Sincerely,

Review: AmeriGas continues to call me regarding billing issues that were caused by their syste** and processes.There was an error calculating my monthly budget amount, that issue was resolved with my local office but not updated in their corporate syste**, thus I am in good standing with my local branch office, but AmeriGas corporate continues to call and no matter how many times I explain it, I continue to receive collection calls. This matter has now been given to a collection agency and they are now calling. AmeriGas does not know how to bill against their own pricing methodology. They continue to have errors in billing for propone (rate discrepancy), late fees (that don't apply) and credits that are issued do not get reflected in the billing summary.Desired Settlement: I would like three things:1. AmeriGas to never contact me directly or through another entity such as a collection agency, ever again.2. Notify Revdex.com regarding this harassment so it can let other consumers know about these types of issues with AmeriGas3. AmeriGas to repair or retract any documents sent to any credit rating agencies and repair my credit as it relates to this matter.

Business

Response:

July 15, 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.At the beginning of **. [redacted]’s contract term, July 2013, for one of our monthly budget pay programs, **. [redacted] felt as though his new monthly budget payment amount of $405 was too high. His local AmeriGas office created a new contract for **. [redacted] but in error the monthly payment still showed $405 per month. **. [redacted] was advised by his local office to pay a monthly payment of $275, but our system recognized he was not paying the contracted monthly payment amount of $405. **. [redacted] began to receive late fees on his account thus removing from the monthly budget payment program. Due to this error, we are removing all late fees from his account plus issuing a credit in the amount of $405 equal to one monthly budget payment.We value our customers 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: Back in January amerigas came to put 200 gallons of propane in my tank. They accidentally over filled it by 120 gallons. I called them and told them when I received the bill in the mail. I was told someone call me the next day to go over my options. No one called. I called back maybe a week later and they said someone would be out soon to get it. No one ever came. This same cycle has been going on ever since. I have called 5 or 6 times. I have also been receiving bills non-stop since. As well as a phone call from the billing dept. It shouldn't take 3 months and the customer calling non-stop for a company to come get their product. I am hoping this will get them to finally reach out.Desired Settlement: I would like to purchase the extra propane now as I have used most of my 200 in the last 3 months but I will only purchase it at current market value which is $2.00

Business

Response:

Good Morning,

I am currently working on this complaint. Please allow another week for my response.

Thanks,

Review: [redacted], [redacted], Georgia [redacted], December 4, 2013, RE: ACCOUNT [redacted]

AmeriGas

[redacted], Georgia [redacted]

To Whom It May Concern:

I am writing to notify you, AmeriGas, to stop billing Account [redacted] for ANYTHING!!!

I DO NOT OWE YOUR COMPANY ANY MONEY! In fact, AmeriGas owes me for propane that was in the tank prior to the most recent fill-up.

Let me state, for the record, that I was a [redacted] Propane customer, in good standing, for over ten (10) years.

I began calling for a summer fill in early August, 2013. I called three (3) times requesting a fill-up. No one ever showed up. That is until I cancelled your service. Only after I called and informed your office that I was going with another provider did you come out and fill up my tank. I immediately called your [redacted] office and informed them that I had already called to cancel. The person who answered my call, looked back in my file and agreed that I had in fact called and cancelled. She arranged for the tank to be picked up on October 5, 2013.

Guess what? The tank is still sitting in my yard. I am writing you to inform you that I do not owe AmeriGas any amount and that I expect to be reimbursed a prorated amount for tank rental beginning September 1, 2013.

Added March 14th, 2014----Just received letter from collection agency. Tank is STILL in my yard. They STILL owe ME money.Desired Settlement: STOP COLLECTION AGENCY! Pick up your propane tank, REFUND me the money for the gas you owe me and REFUND me the prorated portion of the tank rental you owe me!

Business

Response:

March 26, 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.AmeriGas attempted to remove the full tank from **. [redacted]’s property but he would not allow our AmeriGas representative to drive on the property. A disclaimer was then presented to **. [redacted] for signature, to allow AmeriGas to drive on the property to remove the tank, but **. [redacted] refused to sign. To resolve this matter, the tank removal has been scheduled and it will be removed within a couple of weeks without **. [redacted]’s signature. A refund for the gas in the tank will be issued when the tank is removed. AmeriGas has issued a credit for all outstanding fees on the account. The account currently has a zero (0) balance.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 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,

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: 1) I NEVER refused AmeriGas to remove the tank. Their employee came to retrieve the tank, and he decided it was too wet. 2) I was not presented with a "disclaimer", I was asked to sign a RELEASE, which would release AmeriGas from ALL damages to my property or to their equipment/property. I did not have to sign such RELEASE when they placed the tank. That is why AmeriGas is required to carry liability insurance on their equipment. I will not sign a RELEASE that will release AmeriGas from damaging the current providers property. I offered to "red-line" the release to only release them from damage to my yard and I was told that was "Unacceptable". 3) If they had retrieved the tank when the service was cancelled in August, there would not have been any issues or risks to AmeriGas or me and my property. 4) They have NOW sent me another tank rental invoice of $54.06. They OWE me for a prorated portion since I cancelled before the renewal. I am not using their tank, therefore, I will not pay for rental. 5) They have failed to provide documentation that the collection agency has been notified that WE DO NOT OWE AmeriGas any money. 6) They completely lie. 7) They still owe me for 8% of the tank. (Prior to their UNAUTHORIZED refill.

Regards,

Business

Response:

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

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

Date: Fri, Apr 11, 2014 at 4:43 PM

Subject: Fwd: [redacted] - Revdex.com Complaint Rebuttal #[redacted]

To: [redacted] <[redacted]>

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

From: [redacted], [redacted] <[redacted]>

Date: Fri, Apr 11, 2014 at 3:59 PM

Subject: [redacted] - Revdex.com Complaint Rebuttal #[redacted]

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

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

Dear **. [redacted],

Please accept the attached letter as our official response to [redacted]’s complaint. If you need any further assistance please do not hesitate to contact us.

Thank you,

Customer Advocacy Department

AmeriGas Field Service Center

###-###-####

###-###-#### Fax

Review: Requested service for Propane from Amerigas. Requesting only $300 (not top off) for use and inspection of equipment due to defective tank gauge. Spoke with technician on the day of service and again confirmed only $300 worth of propane was needed as previously done twice before at no time did the technician filling my tank or the customer service rep at Amerigas indicate that their policy is to top off the underground tank per policy. I have lived at the natal property for One year and have filled the tank twice both times not going over $300 which last approximately 6 months I explained to the customer service rep that I was moving in 30 days and would never request a top off knowing this. Amerigas refused to resolve this and has sent a bill of $1052.73 to collections demanding payment. I have no amended policy staying that all request for propane will now include fling my tank nor can Amerigas explain how they honored my request for $300 only on two separate occasions. This is unethical business practice an attempt to vomit corporate theft and I am requesting an immediate resolution at this level before perusing legal litigation against tuis unregulated propane provider.

Product_Or_Service: Propane

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

appropriate balance applied to my account that reflects requested service of $300

Business

Response:

December 3, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. an opportunity to respond to [redacted]’ complaint regarding her account. AmeriGas takes any complaint seriously. Therefore, upon receipt of her complaint, we investigated the allegations contained therein and provide the following response based on our findings.Our investigation shows that this matter was already resolved with [redacted]’ at the district level. All credits and payments have been applied and her account is currently showing a zero balance.We apologize for any inconvenience we may have caused [redacted]. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager

Review: Original tank was owned by me and they replaced it with their tank and charged me a rental fee.

I have been experiencing a problem with a gas company called Amerigas in [redacted] Florida. I purchased a vacation home in July of 2009 in which it has a gas cooktop stove. After a year of using the home on weekends we realized we had never filled the gas tank, this was approx April 2010. We called [redacted] Gas (which is what was written on the tank) and they were unable to make the service call when we needed them. So we called Amerigas and they were able to schedule it during the times we were available to meet them. The technician arrived and informed us that the tank had a leak and he was going to switch it out. So we paid the $184.08 to top off the tank and the service call. At which time my husband signed a form (he thought it was for the service call) to receive the gas.

So we never had a problem until I received a bill in the mail about a year later indicating that we owed for tank rental. So this was never discussed with us that we were leasing a tank from Amerigas. I actually owned the tank that they took with them a year prior. It came with the house when I purchased it. So I called and spoke to the general manager and they said this was something new they were doing and going into the files for customers who were never previously charged and they were billing them. So I informed them that they took the tank that I owned and they waived the rental fee.

Shortly after that I received another bill in the mail, for refill of the tank. I never called for a fill so I was upset that they did this without me asking. I called once again and asked to speak to the manager. They said that my account was setup in error to fill it every so often. They apologized and removed the charges on the bill.

So again in April of 2013, three years after the initial fill of my gas tank, I get another bill for tank rental. I called and explained that they took my tank and I never agreed to pay a monthly rental. I use the home and the gas very little and I just wanted my old tank back and that is when the arguments started.

I asked to speak to a manager, and also asked to see the paperwork when we received the gas originally in 2010. This was in June 2013, I spoke to a girl in the office several times in between the time I first received the bill and requested paperwork. I finally received the information in the mail 8-27-2013. I called to speak with a manager several more times and we kept missing each other. Finally on 9-6-13 I called and the person in the office told me they were going to send me to collections, and they were going to send someone to my home to put a lock on the tank. I then asked for the manager's cell phone number to resolve the issue.

I never was able to resolve it with their office. I made several attempts and they are unwilling. So I asked them to remove the tank and refund me for the gas that is left in there. The tank is a 200 pound tank and it probably has about 150 pounds left. So I am waiting on a refund check.

I am asking for your assistance to get my old tank back and the proper refund that is due to me.

Sincerely,

[redacted]Desired Settlement: I would like them to pick up their tank and refund what is in the tank without all of the collection fees and fines. I also would like the original tank they took off my property in April 2010.

Business

Response:

September 24, 2013

Dear **. [redacted]:

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

After researching **. [redacted]’s complaint in regard to ownership of the original tank which was removed from [redacted], FL in 2010, due to safety reasons it has been determined this was leased equipment. When our service technician performed a safety check, a leak was found and the tank was swapped out. Included with this letter is the signed lease agreement from the previous owners of [redacted] along with a signed lease agreement from **. [redacted].

**. [redacted] signed a Residential Propane Supply and Equipment Lease (the ‘Agreement”). Section 4 of said Agreement, a copy of which has been provided for your reference, states: ''''Rent. At its sole discretion, AmeriGas may charge rent for the lease of the propane storage tank or cylinder and related equipment and customer agrees to pay the equipment rental established by AmeriGas where applicable.” In addition, the reverse of every invoice received by each customer, explains the various fees AmeriGas charges, including Tank Rent. An online explanation is also available at www.amerigas.com.

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,

October 28, 2013

Dear **. [redacted]:

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

AmeriGas Operations Supervisor, Luis Hernandez-Baquero worked directly with **. [redacted]. They came to an agreement with a returned amount of $54.14 after late fees and the tank rental was also prorated.

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:

I am rejecting this response because:

This office has not resolved any of my issues, therefore I requested them to please remove their tank in which they did. Since the tank removal, I have received several statements which I am unclear about. I have left a message on 9/12 for Luis he is the Operations supervisor in which I have been speaking with. We agreed on 9-6-13 that they would remove their tank and Amerigas would issue a refund for the remainder of the fuel in the tank which there is approx 150 gallons (minus their restocking fee). I still have not received a phone call that they have issue a refund check or a return call from the message left on 9-12-13. I would like to know exactly how many gallons was pumped out and exactly how much the restocking fee is. This is what we have agreed to pay. I am owed money from Amerigas so please leave this open until I receive a reasonable refund from them.

Then there is the unresolved issue of the tank. They are still claiming the tank belonged to them and it did not. It belonged to me. Amerigas indicated that my husband signed a rental agreement which when presented with the paperwork we were told it was to fill the tank. It was onsite in the driveway that this took place. The driver never indicated we were signing a lease agreement. If that was the case then why had we never paid rental? We owned the property from July of 2009 and then after 4 years Amerigas decides we need to pay a rental fee? Clearly, they are not telling the truth.

Regards,

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,