AmeriGas Propane LP

Review: My wife and I weren't happy with the service we were receiving from our local Amerigas propane company, so I cancelled service at the beginning of May, 2014. At that time, I had a credit of $91.88 on my account. The Amerigas representative told me they would send a driver to my house as soon as possible to pick up the propane tank I had been renting, and that I would be charged $39.99 for that service. The driver wasn't sent until July 10. As of August 18, I had not received my refund of $51.89, so I called Amerigas and was told that it would take two more weeks. By September 29, I still had not received my refund and was told by the Amerigas representative it would arrive by Oct. 4. It's now October 7, five months after I cancelled service with Amerigas, and I am still waiting for my refund!!!Desired Settlement: Due to the inexcusable delay in sending my refund, I think Amerigas should send me the entire $91.88 credit I had when I cancelled service in May!

Business

Response:

November 5, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding his account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.Since receiving this letter [redacted] has been in direct contact with his local district. They have apologized to [redacted] for the delay and have had his refund issued.We value all of our customers both past and present and our sorry 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: We terminated our service with this company. I sent a letter requesting the pickup of our tank and explained we had just under 5% of propane left in the tank. Also on our last billing we had a $99.00 credit. I requested an itemized statement showing the $39.99 charge for the tank pickup and the amount of refund for the unused propane which we had paid $2.749 a gallon(25 gallons x $2.749 = $68.73) The tank was picked up and I have yet to receive the itemized statement and refund. I called the toll free number on 4/4/13, 4/14/13, 5/21/13, 5/23/13 and 6/18/13. I was told there was only a refund for $19.27, what happened to the $99.00 credit? I spoke with [redacted] and [redacted], each time was told to wait about 7-10 days for a refund. I asked for a supervisor and was told there was none, only them. I asked for a corporate phone number and stated there was not one to give out. Here it is Aug 14, 2013. I am still waiting for the itemized statement and refund. Can you help?Desired Settlement: I feel I should have an itemized statement showing the credit balance of $99.00, the charge for tank pick up, $39.99 and the amount of refund ($68.73)for the 5% of propane gas left in the tank. The refund, according to my calculations should be $127.74 returned to us.

Business

Response:

{Please see attachment.}

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,

Consumer

Response:

My original complaint #[redacted] needs to be re-opened. Amerigas Propane has failed to issue the refund that they stated was being processed. As of October 9, 2013 I am still waiting.. They have not come through with the refund that they stated they were processing back on August 19, 2013. I believe they have no intention of giving me the refund that is due. Their letter was just that , a letter of good faith just to make them look good. It is going on seven months and I still have no refund. Current customer s and future customers should beware, if they ever leave the company they should use every drop of propane up because the company will not give a refund. Can you help further on this matter?

I am owed a refund of $68.73. The company picked up our tank in March of 2013. I have received the same story all along that it is being processed. This is a major company and I have been waiting almost 7 months now. It is a shame they cannot "process" a refund in a timely matter. I would like to receive a check immediately. Thank you, [redacted]

Business

Response:

{Please see attachment.}

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: We called Amerigas to remove their LP Propane tank from our home and were told that there would be a $149.99 charge if the tank had over 5% gas left. We have a little less than 15%. Then we were told that their policy is that if there was less that 5% LP Propane in the tank, they would take it for $39.99. If the tank is over, they usually take it FOR NO CHARGE, and refund us the amount in the tank. SO, Amergas has given us problems in the past, where they charge for EVERYTHING, instead of take care of the customer. Our tank was lower than 30% (probably around 10%) when we called for more propane. They insisted that they come by and do a purge test, which cost us more money. We complained about that and had to pay $30 something dollars for the purge test. So my point is, they are charging us to take away their tank for $149.99, or if we go ahead and waste the gas, for $39.99. I feel this is unacceptable, and that they need to come take their tank FOR NOTHING, and refund us for the amount of propane left in the tank.Desired Settlement: Amerigas comes to take their tank with NO CHARGES or reason to pay.

Business

Response:

September 26, 2014

Dear [redacted]:

Review: We have owned our home for 7 years and in that time we were giving a rate for propane delivery. The company was sold we've since had two deliveries with this new company, we were also told that Amerigas had to inspect the tank and the line into our home or we couldn't have a delivery. It took some time due to work schedule but it was done. The price of propane is expensive and since we don't own the tank we are only able to purchase our propane from Amerigas. The complaint is two-fold the customer service representative was rude to the point of offensive. We had a delivery in March 2013 that was at least $.50 cheaper, and when I questioned I was told "well I don't see any delivery since 2012, and you didn't have delivery after that and car gas prices go up, so." I was told $2.20 gallon. I didn't have enough so we called back 2 days later and was than give a rate $1.00 higher. When I questioned why it's because you lease the tank. I advised we never said any differently. I was than told the former company made the mistake and it was not there problem. I was given a 1x rate as originally quoted $2.20. But, we feel like we are hostages. I don' t trust them at this time. I cannot go anywhere else and I'm not complaining because if we had [redacted] or local utility company I would have to pay what for what I use. But those companies are governed by [redacted]. it's now 7C and waiting for delivery. This company hold my family in hostage. I've spoken with others in my development and they all have say they are not paying $3.20 gallon. Did I get on the customer reps bad side so now I'm punished. We just needed a avenue for accountability, I don't feel they have any at this time, and my family will suffer for it.Desired Settlement: The measurement of rate I've had for 7 years until at least the end of winter season

Business

Response:

**. [redacted],

We are in the process of working on this complaint. We should have a response in the next day or so.

Thank you,

Customer Advocacy Manager

January 23, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding tank ownership and pricing. 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.

AmeriGas does inspect each tank and conducts a leak check as a safety precaution when customer account’s change names. There are multiple name changes associated with to **. [redacted]’s account. When **. [redacted] contacted his local AmeriGas office to inquire about a delivery, the account was not under his name at the time, hence our Customer Service Representative not being able to locate the delivery in question. Our records indicate, **. [redacted] as the owner of the tank.

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

Sincerely,

Review: *SEE ATTACHED*

Complaint received by mail. Consumer is attempting to get Amerigas to move a residential propane supply tank. They have been put off for six or more weeks. Tank is located at [redacted]. in [redacted] OH.Desired Settlement: Move the tank.

Business

Response:

Via Email ([redacted])

Revdex.com of Akron

Attn: [redacted]

Dispute Resolution/Marketplace Resource Consultant [redacted], OH [redacted] Re: [redacted], Case # [redacted]

Dear **. [redacted]:

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

Upon investigating **. [redacted]'s complaint we are in agreement that we had some scheduling issues with **. [redacted] and our services to him were delayed. [redacted], District Manager for our [redacted], OH office, indicates that **. [redacted] has relocated the propane tank himself. As part of our safety protocol, AmeriGas will need to conduct a leak check on **. [redacted]'s equipment when he is ready for it to be reconnected. We apologize for the problems that **. [redacted] had to encounter and will waive the leak check fee as a courtesy.

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

Sincerely,

Customer Advocacy Manager

Cc: [redacted], Area Director [redacted], District Manager [redacted]

Review: after the third bill, and call to correct it, they tell me I will receive a bill for 303.00 every month even though my bill is paid in full. I was told the bills will keep coming because I am enrolled in a monthly payment plan. I don't understand why they are sending bills when I am paid up. [redacted] charged me 89.00 a month for a pig of gas and when amerigas took over [redacted] my bill is now 303.00 a month. that's a huge difference. I am worried that others are getting bills like I am and are paying twice. and they told me the bills will keep coming. it just looks like a scam to me.Desired Settlement: I just want the 0 balance to show and not the 303.00. I want the computer to show that on every ones bills. I wonder how many are paying twice.

Business

Response:

June 17, 2014Dear Ms. Ortiz:Thank you for giving AmeriGas Propane, L. (AmeriGas) an opportunity to respond to [redacted] complaint regarding her account. AmeriCas 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.[redacted] previous budget plan from [redacted] Gas did not transfer over to AmeriCas, therefore [redacted] budget plan increased. We apologize for the inconvenience this may have caused [redacted]. Budget plans require a monthly payment to help customers during the winter season and to help build a credit for the next budget season. [redacted] current budget plan will end on June 30, 2014.We value all of our customers and apologize for any confusion we have caused [redacted]. In light of the foregoing, AmeriCas reasonably considers this matter resolved. If you have any questions or require further information please feel free to contact me.

Review: May9, 2014 I mailed registered letter asking that they correct a billing error for $188.10. The billing error was on Feb 6, 2013. I canceled my propane service and canceled the propane tank rental on May 7,2014 per phone call. I asked for a corrected final bill and today received bill for $781.94 that includes tank rental charges for 2 months. My records show that my tank rental ended on May 1st and I am being charged for 2 months.I requested a corrected and itemized bill and Amergas has not supplied me with necesary the information.Desired Settlement: Corrected bill for the error of $188.10 made on Feb 6, 2013 and itemized showing amount due before the $70.16 disconnect and tank pickup charge.

Business

Response:

Good Morning,

I am currently working on this complaint and I apologize for the delay. Please allow another week for a response.

Thanks,

Haven Davis

Review: When I called the company, to receive current propane pricing (for comparison shopping purposes) prior to ordering, I was quoted a price that was not inclusive of two additional charges. These charges raised the effective price by greater than 12%, and I was not made aware of them until after ordering and receiving a fuel delivery. Other regional vendors I have recently done business with had identical charges, but without the "extra, undisclosed" fees, and I would have given them the business had I known of these hidden fees. I consider this practice to be deceptive advertising.Desired Settlement: Refund of undisclosed fees

Business

Response:

Review: I am trying to get my money that the company owes me they dont want to give it to me they want to charge me because they didnot come to get there property.so they want to say I owe them when they owe me money back. I was told we can brake even I dont pay them anything they want pay me anything back for the gas that was in the tanks and for what I had on my account.really the company should pay for storeage as long as they were here almost 2 years.Desired Settlement: I am a 59 year old disabled lady,trying to make it off of 900.00 amonth with a child of 14.it is hard enough just to make it now,I need my money they owe me I could not get gas from them till they got the money,so now I want my money they owe me and yes they do owe me.

Business

Response:

March 20, 2014

Dear **. [redacted]:

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

AmeriGas charges tank rent for a variation of reasons, for example if a certain number of gallons is not purchased by the customer within a certain time frame they could be charged tank rental fees. Since **. [redacted] last delivery was February 29, 2012 and her account was not closed, she was charged an $87.54 tank rent fee. Two $36.00 late fees were also applied to the account due to the unpaid balance. The tank rental fee and the late fees have been reversed off of **. [redacted] account. **. [redacted] should expect a refund check for $97.88 in the next couple of weeks.

We value our customers both past and present and apologize for any inconvenience 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: I call the company in July of 2014 and before and complain that I did not like their service and would they come and remove their tank from my yard and I call in September, October and November and the only thing they did was send me a bill for tank rental and taking my credit that I had on my account. I asked them to send me a bill showing zero balance and return my credit and again come and pick up their tank and still no results and I also told them that the amount of the propane was more then what they had told me and the extra fees they had charge when I had a credit.Desired Settlement: I would like for them to pick up their tank in the next 30 days and return my credit.

Business

Response:

November 25, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank removal. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted] complaint, we investigated the allegations contained therein and provide the following response based on our findings.On November 9, 2014 a credit of $65.72 was applied to [redacted]’s account. [redacted]’s account currently has a credit balance of $10.35 which will be refunded. [redacted]’s tank will be removed within 30 days.We do apologize for any inconvenience we may have caused [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager

Review: I paid all my bills and was on budget billing. I was paying on a monthly basis so when I got my gas delivery the money was there. I have a score of 805 on my credit rating so I am not a dead beat person. I found errors on my billing statement and was credited on my account. I had such a hard time dealing with the secretary at this business I decided to switch to another gas company. I have a credit memo for 93.37 dated 1-16-2014. It says total current charges -93.37. I called for them to pick up the tank and they came on 10-1-14 @ 3:30. Up until this time I have been using up all the gas in the tank I stopped any more budget billing statements on 1-14-2014. I spoke to Melanie today 10-3-14 @ 11:30 and she said I do not have a credit, but a Zero balance. The credit I have would have been applied to my next propane order and now that I switched companies she is refusing to send me a check. I paid this money ahead of time, she made errors on this account, I have the credit memo, what is HER PROBLEM??? I throw nothing away I have all my statements!!Desired Settlement: Refund check of 93.37 for the credit on my account # [redacted] Invoice number [redacted] (so you can see my credit on this invoice)

Business

Response:

October 14, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding her account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of her complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted] is correct she did receive notification that her account was credited $93.37. This notification was sent in the form of a credit memo and it was showing that her tank rental fees for the year had been credited back to her account. [redacted] asserts she is owed a refund check for the $93.37 however I have included with this letter a breakdown of [redacted]’s account history from August 2012 thru January of 2014 so she can see how everything has been applied to her account. This outlines of all of the charges, credits, and payments made on her account during this period and shows her current account balance of zero indicating that no refunds are due to [redacted].In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,J?ll D 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: The documentation you were sent is not totally correct. My invoice from them shows tank rent fee is 85.00 on 12-31-2012 and the invoice dated 12-31-2013 the rent was 88.00. On 12-19-2013, I have a credit balance of 46.04 that is correct. The rental fee and credit for propane is bogus bookkeeping!!!!! How can they refund me on 1-15-2014 for remaining propane in the tank when the new propane company removed the Ameri-gas tank on 9-12-2014? That is a nine month difference!!!! Ameri-gas came for their tank on 10-1-2014 at 3:19p.m. I cancelled my business with this company because of all their bogus bookkeeping, charges and deliveries!!! The credit on my propane is because I paid 99.00 to them to keep the gas price the same from the previous delivery and they still charged me. I also never had to pay tank rent for 5yrs. then all of a sudden they started charging me tank rent so I asked for a refund, all that came to a total of 93.37. One of us is not telling the truth, I have my invoices from them with the discrepancies, the new invoice from my new gas company dated 9-12-2014 and a witness who saw them pick up their tank on 10-1-2014. My last invoice from Amer-gas shows a total of current charges -93.37, it was dated 1-16-2014. I have not received any other documentation from them. I was a good customer!!!!! Also please note I lasted nine months with no deliveries from them and I still had gas in my tank!!!!! Had I got credit for that gas it would have been dated after 10-1-2014!!!!!!!!!!!!

Regards,

Business

Response:

October 30, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to again respond to [redacted]’s complaint regarding her account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of her rebuttal, we further investigated her complaint and provide the following response based on our findings.Our position on [redacted]’s refund has not changed. We have thoroughly investigated her account and stand firm she is not due the amount of money in question. We have tried numerous times to explain to [redacted] the documents she received were credit memos not statements. We even went one step further and put together an [redacted] document showing her account history. [redacted] is objecting to this as well despite it clearly showing a refund is not due. Although we are not changing our position [redacted] can expect to receive a check from us in the amount of $93.37 within the next two to three weeks.We trust this letter addresses [redacted]’s concerns. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill D Customer Advocacy Manager

Review: AmeriGas was sending me very expensive bills for propane between 11/2013 to 05/2014. There was a time they even admitted to making errors in their billing. I started falling behind on my payments due their high rates and I wasn’t able to catch up. Due to many complaints from other tenants in my apartment complex, our apartment leasing company decided to terminate their contract with AmeriGas and switch providers. AmeriGas continued billing me for another month or two even after their services had been terminated. They’ve continued charging me $36 for late fees and my balance keeps increasing. I asked them to send all my bills so I could calculate my charges but they didn’t provide a couple of bills from certain months and the charges don’t add up correctly. I’ve asked them to please stop charging me late fees and help me with a payment plan but they’ve declined. They sent my bill to collections and collections has probable left a negative credit report on my credit record. I’ve been billed unfairly by AmeriGas over the past months and now they are trying to ruin my already rough financial situation with the outrageous balance they claim I owe them. Please help me. ThanksDesired Settlement: I will like for them to stop charging me $36 for late fees, reduce my balance which currently stands at 753.25 and assist me with an affordable payment plan.

Business

Response:

October 27, 2014 Dear [redacted]: Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding his account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted]’s current balance of $711.25 is correct. [redacted]’s apartment propane lease requires payment in full within 30 days, but the last payment received from [redacted] was on May 6, 2014. In May of 2014 [redacted] was offered a 4 month payment plan for which he declined. District Manager, Lisa F[redacted] is currently willing to credit [redacted]’s last three (3) late fees totaling $108.00, if he pays his past due balance of $603.25 in full.If [redacted] has any other questions regarding his account he should contact his local office at ###-###-####.I trust this response addressed the allegations in [redacted]’s complaint. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me. Sincerely, Jill D

Review: They are charging to keep the tank here, when it is a cod agreement. The last statement states we owe them 475.00 in tank fees. We have to prepay for the propane, but they wont do that til we pay the 475.00. Last winter,they came to pick up the tank,but couldnt because our yard was very soft because of wet weather. One year, we prepaid,750.00$, and missplaced our payment info. Took them 3 weeks to deliver. I have COPD,Had to be admitted to SRMC 2 times last year for pneumonia. Still no gas here. They wont return our calls.Desired Settlement: To deliver propane.We are willing to prepay for the gas only.

Business

Response:

October 22, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding her account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.On March 31, 2012 [redacted]’s account was assessed a tank rental fee of $154.84 due to a lack of deliveries and $108.00 in late fees were added for lack of payment. On October 8, 2012 [redacted]’s account balance of $195.42 was removed as a bad debt write off due to a lack of payment. On November 24, 2012 [redacted] received a delivery of 250 gallons totaling $717.45. Again, $108.00 in late fees was added to [redacted] account due to lack of payment. On October 24, 2013 we received [redacted]’s payment of $400.00, leaving her account with a remaining balance of $425.45. [redacted]’s current balance of $425.45 does not include any charges from her unpaid $195.42 tank rental and/or late fee charges from October 8, 2012. The balance on [redacted]’s account includes $317.45 from her November 24, 2012 delivery and another three (3) late fees totaling $108.00 for lack of payment. [redacted] has made one (1) payment of $400.00 in 23 months on her $717.45 delivery and as a courtesy has only been assessed 3 months of late fees, not 23 months of late fees.I trust this response addressed the allegations in [redacted]’s complaint. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill D

Review: Amerigas picked up my propane tank May 2013. They have not refunded my partial tank rental or gas that was remaining in the tank.

I was a 15 year client of [redacted] Gas. [redacted] Gas also had their issues. I kept a credit card on file with them, yet they would still charge me late fees. I would have to take time out of my day and call them and ask, "how can I be late if I have a credit card on file with you?". They would blame in on their billing/computer system then credit me back the late fee for next time I needed a fill up. Then next time I filled up there would be another late fee, this went on the last 2 years I was their customer. In May 2013 I called my [redacted] gas man to put gas in my tank and he said that Amerigas had bought out [redacted] and he no longer worked for them, and I would need to call the office. I did call the office right away and they told me it would be at least 10 days before they could come out, they were behind on deliveries. I could NOT wait that long so I called another gas company. The gentlemen from the NEW company I called said he could come out in a few hours and put a little gas in and keep me from running out (Friday) and get me a NEW tank in 5 days. I decided right then, the gentlemen from the NEW company would be my gas man. I was told there was about 15 gallons left in the old [redacted] tank, he added 20 so I would not run out. He ended up having an opening on Sunday afternoon and brought my NEW tank. So there was about 35 gallons in the old [redacted] tank. I contacted [redacted]/Amerigas on Monday and told them to pick up their tank I no longer want their service and want to be reimbursed for the gas & tank rental. Once I noticed they picked up the tank, I contacted [redacted]/Amerigas, they promise I will have a check in 6 weeks this was May 2013. After 6 weeks and NO check I contact them again...they claim to escalate my case and I should have a check in 6 weeks. In July 2013 Amerigas hires [redacted] as their Manager. I contact [redacted], he then clai** there was NO gas in the old tank, I ask him to contact my new gas man! I have proof I paid for the gas too! [redacted] clai** he won't contact a competitor, I offer to do a 3 way call, [redacted] declines. [redacted] then decides I'm telling the truth, and will only refund 25 gallons (I only have a gas water heater & gas heat) at the cheaper rate of $2.49, not the $2.60+other fees I paid [redacted] in January 2013. In July [redacted] promises me I will have my check in 6 weeks, I contact him the end of August 2013 because I still haven't gotten my refund. He promises me I will get my refund my October 1st 2013 just be patient. I have 2 papers showing I have a "Credit" with Amerigas, still NO refund check. I go in person to Amerigas October 2nd 2013 and meet and talk with **. [redacted] in person. He is very sorry I haven't gotten my check, makes a phone call and now promises I'll have my check in 6 weeks (first part of November 2013). I don't have much confidence in this "Promise" due to the PAST "promises". This is VERY unprofessional, it's like if we keep avoiding the situation maybe she will forget and we can keep the money.Desired Settlement: Just a refund of $102.84 NOT a piece of paper saying I have a credit. At this rate I would switch to electric hot water & heat before dealing with Amerigas.

Business

Response:

January 23, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding a credit in the amount of $102.84. 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 $102.84 sent to **. [redacted]’s in October 2013. District Manager, [redacted] has verified **. [redacted] did receive her refund check.

We value our customers and sincerely 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: last fall - under warranty on gas grill (build in - gas wired grill) was burning uneven - lots heat problems - pulled out to back to company that installed - they looked it up - said under warranty order part - bring out and in stall - when they came to install - instead of installing - they blew the element out and said it would last a while - so they never installed the new fire element. I used once and covered grill with plastic for winter and never thought of it again.

Spring came - friend over - went too light grill - did not burn right at all. Shut down grill - allowed cool off - pulled out element - over a 1 inch whole were there should be no whole. I changed the element and put it in the clips and in the gas line - thought it was working and noticed the wires were on fire and shut it down and used the neighbors grill.

I called up Amerigas in [redacted] - told them it was a warranty repair they did not change it and it went very badly - and that I expected them to come out and fix it.

They came out - I noticed the gas smell - he checked further and the fire burnt the gas line and cracked it - which he never told me till way later when I noticed him digging a whole and re-arranging brick - so I came down and chatted with the guy he said the fire wrecked the gas line. He fixed everything and left.

I am thinking warranty repair- event stated - warranty repair.

Then I get a bill for $110. something - I called and said - it was there fault they were supposed to change it in the fall - did not - and nothing but problems. The repair guy or owner called me 3 time - I called him back 3 time and he never returned the phone call.

Then I got a call form Amerigas in PA - told them I split the bill and paid $57.00 I try to be fair - they they owed the difference to the bill and and I absolutely was not going to pay late fee. the girl laughted at me and they turned me into a collection agency call [redacted] -

I CALLED the [redacted] company back 3 time - not once did they call me back - which is checkable with cell phone

They said it was a warranty repair - they ordered the part - they did not change it - I paid half in an attempt to be fair -

I also want my credit fixed - with no credit dunns -- its there faultDesired Settlement: bill adjustment - and no credit dings

Business

Response:

September 15, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding her account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.We apologize for the inconvenience we have caused [redacted]. To resolve this matter [redacted]’s account has been credited $164.62 for late fees and service. [redacted] currently has a zero (0) balance.Please let this letter serve as confirmation that no derogatory credit information has been reported to any credit bureau or credit reporting agency.I trust this response addresses [redacted]’s 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,Jill DCustomer Advocacy Manager

Review: This will be the fourth time I've ordered Gas from this company and the fourth time they have yet to deliver the propane, when they say they are going to. The first time I ordered gas the delivery man told me the address was non existent. The sad part is the SAME guy set the tank up and he tried to tell me my house address didn’t exist and that’s why he didn’t deliver; come to find out this employee went next door (5 acres away) and filled up my parents propane tank at a different ADDRESS!!! The second time the company was supposed to come out to our house and deliver propane they were three days late from the date they provided me. The third time the company was supposed to come out and mark the gas lines because we were having a fence put in and they didn’t show up until a week after the promised date, again the same employee. Fourth time I just ordered propane 11/27/13 and it was supposed to be delivered 12/2/13 or 12/3/13. It has yet to be delivered and it’s 12/6/13 and nobody seems to be able to fix this problem!

Review: Amerigas has charged excessive rates for the provision of propane. The company inflated prices for their product and did not offer to change the rate until they were instructed to discontinue the service. The customer was not advised of any rate increase and must wait until after the product is delivered and billed before knowing of any rate change. The rate per gallon of propane is increased more than 150% with no knowledge of increase to the customer until after delivery and billing. The company demanded to be paid for the removal of tanks that were already on site when the home was purchased. When I initially opened the account, I was required to provide the company the tank serial numbers for the first fill. In addition, I was erroneously charged for a leak check that was not required. These practices were done to my mother who is 76 years old and surviving on Social Security. The problems were discovered by me in Nov. 2013 while reviewing her bills.Desired Settlement: 1. Discontinue the practice of price gouging.

2. Advise your customers in advance of any price per gallon change.

3. Maintain accurate accountability of tank inventory.

4. Do not unjustly charge customers for tanks that you did not know existed.

5. Do not attempt to charge for tank removal after dissatisfied customers close their accounts.

6. Identify all actual costs related to the provision and delivery of your product, including tank rental rates on your billing statement.

7. Discontinue rental charges for tanks that have been rented long enough to be paid for.

Business

Response:

January 7, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding the prices he was charged for propane as well as our standard 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.

**. [redacted] has a will call account, meaning when he calls for a delivery he is charged whatever our market rate is. Unfortunately, since propane is a commodity the price fluctuates. We do offer contracts which lock our customers in at a set price but **. [redacted]’s account is not set up this way. In regards to keeping track of our tank inventory we record the serial number of every tank when we install them. However, prior to filling a new account for the first time we also verify the serial number on the tank.

AmeriGas does charge a standard tank removal fee. The purpose of this fee is outlined in our Terms and Conditions which I have included with this letter. In regards to tank rental this fee is only charged if the customer does not use half the tanks capacity in a 12 month period. This is also included on our Terms and Conditions page and when tank rental is charged to an account it is identified as such on the customers invoice. It is not our policy to discontinue this fee after a certain period of time because if a customer does not meet their minimum gallons used we still continue to provide any service necessary on the outside of their home up to the regulator at no cost to the customer.

Our records indicate that **. [redacted] has recently requested his tanks to be picked up. It is our understanding that his tanks are empty and we will be removing his tanks at no cost as a courtesy to **. [redacted].

We value our customers and are sorry we were not able to keep **. [redacted]’s business. 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: I sold my home in [redacted], GA in February 2014. The new owner contacted Amerigas to refill the tank in February. The new owner and his wife are elderly, the weather was very cold, and they needed more gas. Amerigas never returned their calls. They were desperate, and had to get a new gas Company. The contacted Amerigas to take the old tank away, but did not receive a response.

It is now August, and I have been to the Amerigas office on Highway [redacted], near [redacted], to try and get the tank picked up. The Receptionist would not allow me to speak to anyone, and told me the tank would be picked up. That was 3 weeks ago. I returned to the Amerigas office last week, and the same Receptionist offered the excuse that due to the "weather", the tank was not picked up. I asked for a new pickup date, and she told me "next week". I asked for a specific date, and she would not provide one. I then asked to speak to a Manager or Salesperson, and was told they were not available. I told her I would contact the Revdex.com, and she said "go ahead then". That was last week, and the tank is still at my old address.Desired Settlement: Pick up the tank from [redacted], and DO NOT CHARGE ME FOR RENTAL.

Business

Response:

August 21, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank removal. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.On August 14, 2014 the tank was removed from [redacted]’s property.We value our customers and apologize for any inconvenience we have caused to [redacted]. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager

Review: I had my house converted to natural gas 18mths ago. I never had Amerigas on autofill program, the last time I used them was approx. 18mths ago. Yesterday without the permission of my wife or myself they came onto my property and filled up a disconnected propane tank and left a bill. This was completely unauthorized and as far as I know they were trespassing.Desired Settlement: I would like a letter from Amerigas stating that it was their error and the 100 gallon delivery is not my cost to bear as we did not order it or want it so if there is no way to remove it safely it's their own fault.

Business

Response:

We are currently researching this complaint. We will respond as soon as our research concludes.

Thank you,

Jill D[redacted]

Review: I ordered gas from Amerigas on October 8th,2013, 100 gallons. On October 9th,2013, thet claim they delivered 439 gallons. They also alleged that my fuel gauge was stuck between 30% - 40%.Desired Settlement: For the company to adjust bill accordingly.

Business

Response:

October 21, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding a delivery he received. AmeriGas takes every complaint by its customers seriously and upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response.

Our records indicate **. [redacted] is correct, he did place an order for 100 gallons and in error we delivered 439 gallons. Upon receiving this letter [redacted], AmeriGas District Manager, reached out to **. [redacted] and the two agreed upon the following resolution. The overage in question was scheduled to be removed on October 16, 2013 but unfortunately we had an equipment failure and will need to return within the next two weeks to do the pump out. **.

[redacted] was present when we made our first attempt to remove the propane and he was informed of the new schedule at this time.

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,