AmeriGas Propane LP

Review: I bought a house in [redacted].I had a propane tank put in for my fireplace.In September of 2012 I went to the [redacted] office that was [redacted] Propane before being bought by Amerigas.I told them I wanted my gas I had remaining pumped out and the money refunded to me.In Oct,Nov and Dec of 2012.Jan,Feb 2013 I made numerous calls and went in person to the [redacted],office to ask why I had not had my gas pumped out,Each and every time for a period of almost 6 months I was given ecxuses about lack of manpower and changing companies wich is not my fault.The last time I went into the [redacted] office and questioned why it had taken almost six months to get my gas pumped out.The only ladie I have ever seen working there said she promised to get it taken care of and because I had waited so long and been put through so much aggravation they would only charge me pump out restocking fee of around 30 cents per gallon.I finally got a invoice in the mail today charging me 190.38.I should have only been charged 30.45 and 1.83 in tax.I called the main office of Amerigas this morning but got nothing but a argument.Bottom line is I was made a promise by the [redacted] office over what I would be charged and it was not kept.Desired Settlement: DesiredSettlementID: Refund

Refund of all money for reclaimed gas with the exception of 30.45 restocking charge plus 1.83 in sales tax as promised.

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.

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I have already had a discussion with Amerigas and they know what I was told regarding the months I waited for them to pump my gas out and that I was told all fees would be waived because of the amount of time I had waited and the countless trips and phone calls I had made over the months to get my gas reclaimed.

Regards,

Business

Response:

From: [redacted]

Review: Price gouging persons to gain unlawful and unethical profit due to claims of shortages.

My complaint with the forementioned company is the fact that persons depend on their product to survive in cold conditions for heat. This company has repeatedly went beyond the general code of ethics by insuring retail sales such as tractor supply and other receive shipments in the so called shortage while customers are left in the cold to do without so that the overpriced profits can be made. I called this company 1/22/2014 this past Wednesday to place another order for fuel to keep myself and my property from freezing in these most unusual conditions. I called again on 1/24/2014 to be told that I was on a list even though I was out of fuel and tried to. explain my situation. I went to the tractor supply in [redacted] ,oh on friday to make the most from a bad situation where I had smaller tanks filled to run so that I would have heat. To my surprise they were selling the same product by the same company, Amerigas, at a much cheaper rate than Amerigas was charging me for it a person who was dependent on their service. The last bill I received Amerigas was so bold to take advantage of me and gouge the price of the fuel to $4.00 a gallon from the previous bill in which it was $2.99 a gallonDesired Settlement: I wish for Amerigas to make right the wrong doing I have suffered by being left without the means of heat in extreme temperatures. They could not deliver the fuel I needed in a timely manner but as soon as I called them today 1/27/2014, notified them I had to make alternate arrangement to survive it took them less than 3 hours to send a representative to my location to put a lock on the tank to be filled and unhook it. This is completely unacceptable, in my eyes they are telling me that if I do

Business

Response:

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

Respectfully,

AmeriGas Customer Advocate

Review: These guys should close their doors and call it quits. I was leasing the tank from Amerigas. I requested to have our tank filled at my residence back in January of this year, after several attempts to get them to fill it with no response from them I decided to have it removed and replaced by other company. I have called and have scheduled this tank to be picked up FIVE times since I removed it back in February and they have no time to pick it up yet. Not only has this company failed to pick up the tank but continues to send in the Billing statement for the leasing of the tank. I do not understand how a company of this magnitude would continue to ignore something like this.Desired Settlement: all I want is for this Propane tank to be removed from my property and a credit invoice for the most current bill.

Business

Response:

September 12, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank removal. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.On July 28, 2014 the tank was removed from [redacted]’s property. On June 17, 2014 a credit of $143.44 was applied to [redacted]’s account to zero (0) out his balance.We value our customers both past and present and apologize for any inconvenience we have caused to [redacted]. In light of the foregoing, we reasonably consider this matter resolved.Sincerely,Jill D

Review: I use propane for hot water, my stove, oven, dryer and grill. So to me this a utility and this needs to be regulated in some fashion. I ran out of gas two times in a row because Sawyer Gas forgot to check my tank. This is a big hassle because they will not fill it unless someone is home because they have to check all the pilot lights not to mention I can't cook and don't have hot water. The last time this happened I complained and they offered me an adjustment. It turns out my bill was about equal to my last complete fill up. Basically, they raised the price and gave me discount to make me happy. I am in the process of changing gas companies and they came out and did a fill after the changes process was already in and charged me $5.00 a gallon. The going rate of other companies in the area is about $3.30 a gallon based on me calling and asking a few of their competitor. Several years ago, they did the same thing to me. I noticed I was paying quite a bit for gas. I called and they said they would put me on their best rate plan. I have not been notified in any way that I am no longer on their best rate plan, but obviously I am not. I called in to complain and they said the would drop it to 3.80 a gallon, still more than comparable, but that is acceptable. However, I think they realized I am no longer going to be a customer and have not returned my call. I wanted to file a complaint because I am sure they are doing this to a lot of their customers and unless you do research, you don't realize you are getting ripped off.Desired Settlement: I just want to pay a fair price on my last bill. I also think their needs to be something in place to prevent companies like this from gouging their customers. I realize the price of gas fluctuates, but they take advantage of this and to raise their rates to highly inflated prices.

Business

Response:

January 3, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. d/b/a Sawyer Gas (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding running out of propane. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

**. [redacted] is correct we did unfortunately allow his tank to run out of propane twice in 2013 the last time being in October. At that time AmeriGas District Manager [redacted] spoke to **s. [redacted] and apologized for the inconvenience and lowered the per gallon price for the propane, which she said was acceptable. We also changed their account status to a fixed cycle which means they would have a set delivery schedule to avoid this situation from occurring again.

Upon receipt of this letter **. [redacted] reached out to **. [redacted] directly to address his concerns but he informed **. [redacted] that he was terminating our services and that he had sent away our driver who was at his home to make a delivery. **. [redacted] again apologized for the confusion with **. [redacted]’ s deliveries and asked if anything could be done to save his business but **. [redacted] said no.

We value our customers and apologize for the inconvenience we have caused **. [redacted]. All of our customers are important to us and we are sorry we were not able to maintain his business. In light of the foregoing, AmeriGas reasonably considers this matter resolved. Please feel free to contact me if you have any questions or if the customer provides additional information

Sincerely,

Review: I was originally a customer of Blue Flame Gas in [redacted] SC. I recently found out that Blue flame moved my account to a Blue flame in [redacted] SC. We the customers was not aware of any transfers. When I spoke to a CRR they informed me that everything have changed, delivery, pricing, ect.The CRR told me that customer gas price is different, how could this be, and how are they determining who to charge what. What is it based on, race, age, address? I think that this is a case of discrimination, and Blueflame Gas/AmeriGas should be investigated.

Product_Or_Service: Gas

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to know why they transfer customers without notifying them, and how do they determine gas price, and is this legal?

Business

Response:

November 21, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, LP d/b/a Blue Flame Gas (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding her account being moved from one location to another. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

[redacted] is correct her account was transferred from our [redacted], SC office to our [redacted], SC office. Amerigas recently underwent some changes and the area in which [redacted] lives was remapped which prompted the change. These changes should have been communicated to [redacted] prior to happening but unfortunately the announcements were delayed and she did not receive them prior to the change occurring.

In regards to [redacted]’s concern about pricing, this is determined by current market price, the amount of propane that is being delivered, usage and how the account is set up.

We value our customers and have decided to credit $25 off [redacted]’s next fill for the inconvenience we have caused. In light of the foregoing, AmeriGas reasonably considers this matter resolved. Please feel free to contact me if you have any questions or if the customer provides additional information

Sincerely,

Review: Propane was delivered to [redacted], [redacted] on Oct 28, 2013 without it having been ordered by [redacted]. I own my own propane tank and I did not place this propane order. Now Amerigas wants me to pay for the propane that I DID NOT ORDER. I have spoken to Amerigas twice and told them twice that they need to come pick up the propane that was delivered. Amerigas told me that they don't know when they will be back to pick it up. My complaint is that Amerigas delivered propane to me that I never ordered and don't want.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like everyone to know about how this company does business. I have a friend that Amerigas did the same thing to-delivered propane to her that she did not order and she had to get them to take it back. Now out of the clear blue sky Amerigas does the same thing to me.

Business

Response:

November 11, 2013

Via Email: [email protected]

Attn: [redacted]

Revdex.com Metro Washington DC & Eastern Pennsylvania 1411 K St. NW 10th Floor

Washington, DC 20005-3404

Re: [redacted], Complaint ID #[redacted]

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding a delivery she did not order. 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 receive a propane delivery from our company without placing an order. AmeriGas acquired **. [redacted]’s old company [redacted] and unfortunately when her account came over it was transferred as a [redacted] customer. [redacted] Customer’s accounts are set up so they receive automatic deliveries from us, which explains the deliver to **. [redacted]. Upon receipt of this letter **. [redacted]’s account was corrected in our system and the propane was scheduled to be pumped out on November 9, 2013. AmeriGas District Manager, [redacted], also tried to contact **. [redacted] directly to speak to her personally about this problem.

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,

Customer Advocacy Manager

Review: This is the correspondence I sent to Amerigas 9/13/2013:

I HAVE SOME QUESTIONS REGARDING MY BUDGET PLANS FOR THE PAST 2 YEARS. WHEN I CALLED TO SET UP MY BUDGET PLAN FOR 2011-2012, [redacted] QUOTED ME A PRICE OF $4.03/GALLON FOR PROPANE AND A MONTHLY PAYMENT OF $424.00/MONTH. I ASKED WHY MY RATE WAS SO HIGH WHEN SHE HAD JUST QUOTED SOMEONE ELSE A PRICE OF $2.89/GALLON. SHE SAID SHE DIDN’T KNOW WHAT I WAS TALKING ABOUT.

I GAVE HER THE PERSON’S NAME AND SHE THEN LOWERED IT TO $3.72/GALLON AND A MONTHLY PAYMENT OF $384.00/MONTH. I SHOULD HAVE DISCONTINUED MY SERVICE THEN, BUT I DECIDED TO STICK IT OUT FOR ANOTHER YEAR.

THEN,, WHEN I CALLED TO SET UP MY PLAN FOR 2012 – 2013 YEAR, I WAS QUOTED $3.40/GALLON AND A MONTHLY PAYMENT OF $339.00/MONTH. AGAIN, SHE QUOTED THE SAME PERSON, THE SAME DAY A PRICE OF $2.89/GALLON AGAIN. I WAS TOLD THAT THE LOCK IN PRICES WERE BASED ON CURRENT PRICES. MY TOTAL BILL FOR 2012-2013 YEAR WAS $5,400.00. I WILL BE PAYING ON IT UNTIL THE END OF THE YEAR. I HAVE SEVERAL PRINTOUTS THAT SHOW I WAS REALLY OVERCHARGED. I CANNOT AFFORD TO PAY $4,000 TO $5,400/YEAR TO HEAT A 1400 SQFT WELL INSULATED HOUSE. THE NUMBERS JUST DON’T ADD UP. WITH NO INSULATION AND MORE SQ. FOOTAGE, IT WOULD NOT COST THAT MUCH TO HEAT A HOUSE. I DON’T LIKE A LOT OF HEAT ANYWAY. SOMETHING IS VERY WRONG WITH THIS WHOLE PICTURE. DELIVERIES WERE MADE TO MY HOUSE EVERY MONTH THIS PAST WINTER (7) VS. 4 OR LESS IN PAST YEARS. I EVEN GOT A DELIVERY ONE SUNDAY NIGHT. MY NEIGHBOR CAME OVER AND SAID WHAT’S GOING ON? SHE SAID, “SHE WAS IN THE AREA AND DECIDED TO STOP BY.” EVERY TIME A DELIVERY IS MADE, THERE ARE EXTRA CHARGES ALSO. I JUST CANNOT AFFORD THESE PRICES, ESPECIALLY WHEN I KNOW OTHER PEOPLE ARE PAYING MUCH LESS. THESE ARE MORE LIKE OIL PRICES.

I EXPECT A RESPONSE TO THIS WITHIN THE NEXT 10 DAYS . IF NOT HEAR FROM YOU, I WILL PURSUE FURTHER ACTION.

________________________________________________________________________________...⇄ />
I did not get any response from Amerigas. Today I received a phoney bill from Amerigas requesting immediate payment. I have been making payments on that rediculous bill monthly. I recieved a bill tody with extra charges (dated for April, 2013). How is this possible when I was on their budget plan in April and was paying $339.00 per month. They have added an additional $208.92 to my account for no reason. I am currently not on their budget plan.

I have several files that I can submit to back up what I am saying. I have copies of the checks that I sent them recently. I will submit these files upon request.Desired Settlement: I would like to have my account adjusted to reflect what others in my neighborhood were paying for propane for the last 2 years. I would also like to have that $208.92 removed from my account. I would also like to have an explanation as to how [redacted] arrived at my quote versus what she quoted other people on the exact same days.

That last bill I received is very typical of Amerigas. They also make you pay for 10 months even when you have met your obligations for the year. I questioned them about what happens when you pay beyond your budget obligations. I was told the excess is credited to your account. They credited me that one time after I questioned them. I have also not been credited.

Business

Response:

November 4, 2013

Dear **. [redacted]:

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

Office Manager, [redacted], has been in contact with **. [redacted] to discuss her concerns with her budget pay amount. We have offered her a monthly budget pay amount of $350 with a locked in price per gallon of $2.999 expiring on June 30, 2014. We have also waived the annual enrollment fee. **. [redacted] will be receiving a contract in the mail which she will need to sign and send back to her local office. As a courtesy, we will schedule a furnace check and a leak check to verify her system is operating properly. **. [redacted] was in agreement with [redacted]’ offer.

We value our customers and apologize for any inconvenience. We trust this response addresses her concerns. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Review: I called Amerigas in [redacted],MA for a delivery of propane to my home at 9:09am Monday May 5,2014,stating that I thought I was very low,or, out because I did not have very much hot water when I had showered earlier that morning.I am cash for delivery customer,and, have to call when I need a fill.I provided my [redacted] debit card information,and,told the customer service person,that I would call the office back that afternoon at approximately at 2:30pm,as I was currently at work and was unable to read the gauge to determine whether the tank was actually empty. I arrived home at approximately 2:40pm,checked the gauge,which was reading "R",or,in essence,empty.I spoke to a customer service person,whose name escapes me,and she explained that an "emergency" call would be an extra $95.00,and, then proceeded to tell me that the propane would not be delivered until at least Wed.May,7,2014,when I told her that was unacceptable,since I was being charged for an "emergency"fill.I also explained that I have a 9 year old disabled child that needs special care,including frequent bathing.This person told me that someone would have to be at the house,because the pilot to the water heater,and,furnace would need to be ignited.I then told her that I was a nurse,and,worked until 2:00pm everyday,but,would be home by 2:30pm the following day, Tues.May 6,2014.This person then told me that they could not possibly do any deliveries at that time because of their office hours.I again stated that I was being charged a $95.00 fee for an "emergency" fill,she very grudgingly stated that the delivery would be "around"2:30pm the next day,Tues.May 6.2014.I arrived home from work at approximately 2:15pm today,I again called Amerigas in [redacted] at 2:50pm,and,spoke to "Patty" who assured me that the propane would be delivered shortly.I called the office 3 times between 5pm-6pm.The [redacted] office was closed,so, I was connected to the Amerigas "emergency" service.I explained the situation,and,the woman I spoke with was very helpful.Desired Settlement: I would like an apology,for I did finally get the propane,and pilots ignited at 7:30pm.I would also like the customer service people in the [redacted] office to give a more detailed explaination of "emergency" services and the extra charges that their patrons incur when they are out of propane.I am a widow,and,have been patronizing this particular business for many years.I am going to be selling my home in the near future,and,can not,with good conscience recommend this company to the new owners.

Business

Response:

May 27, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (AmeriGas) an opportunity to respond to [redacted] complaint regarding a delivery. 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.AmeriGas apologizes for the delivery delay to [redacted]. [redacted] requested her delivery be made after 2:30pm but due to unforeseen circumstances the delivery was made at approximately 6:30pm. Typically deliveries associated with our $95 special trip fee are made the same day as the request or are the first delivery made the next day. District Manager, [redacted] has tried to contact [redacted] via telephone to apologize for the delivery delay. **. [redacted] has also removed the $95 special trip fee for the delivery.If [redacted] has any other questions regarding our policies or her account, she should contact her local office at ###-###-####.We appreciate [redacted] business and look forward to continuing to provide her with service. 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.

Review: This company debit memo my account. They are unable or unwilling to provide details as to why.

This company debit memo my account. They are unable or unwilling to provide details as to why.Desired Settlement: refund or full disclosure of why of the charge

Business

Response:

April 8, 2014Dear **. [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding charges on 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.Customer Service Manager, [redacted] was able to speak with **. [redacted] regarding his account. **. [redacted] apologized for the delay in mailing the requested invoice, with description of charges. **. [redacted] informed **. [redacted] the $66.49 charge on his account was for taxes not billed on a November 13, 2013 delivery. As requested, a copy of the original invoice and credit memo which explains the charges has been mailedWe value our customers and apologize for any inconvenience we may 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,

Review: I cancelled my service and had my tank removed over a year ago, and they are still billing me after multiple calls to the office said it was corrected

I cancelled my service and had my tank removed over a year ago, 100% because I couldn't deal with the billing errors and incompetence of my local office (to the point where they even tried to deliver a tank to the wrong address multiple times). I got a bill 2 weeks ago for annual maintenance, and when I called in to my local office, the woman apologized and said she took care of it, since I clearly no longer have a Amerigas tank. Now, Im getting automated messages to call my local branch to avoid disruption of service, so clearly, they didn't properly cancel the service after multiple attempts. I am very frustrated, and don't know what else to do. I tried contacting the corporate office and they told me all billing issues can only be dealt with by the local branch office.Desired Settlement: I want confirmation of the cancellation of my account, with an assurance I won't be dealing with this another year from now.

Business

Response:

March 13, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding his cancellation of service. 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 apologizes for the inconvenience caused to **. [redacted] regarding his accounts. **. [redacted]’s accounts have been closed and currently have a zero (0) balance.

We value our customers both past and present and in light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Review: My father is elderly and i've waited and waited for service for over a month and I finally got service after I had to call over and over again but when the gas finally got to my fathers home he used his heater for less than a week and now the gauge is reading 20 percent I paid for a half a tank theres no possible way it should be gone that quickly so I called again to find out if I could get someone to come out to check a leak and the person who gave me a call was either lazy or doesn't like his job because he kept giving me answers that dont help me I dont work for Amerigas so I asked for a corporate number and told me there wasnt any so I go online and voi'la there's a corporate number I do not like being lied too especially if im putting my hard earned money into this company that does not value my business at all the guy called from no. ###-###-#### and didn't even give me his name horrible service just horrible all I wanted was for someone to check for a leak and he said I would have to pay some ridiculous price for someone to come out on the weekend God forbid my family is asleep and something happens but im amerigas wouldnt care until they have a lawsuit on their hands. I've paid my money and can't even get service!!!! Thats called ROBBERY!!!!Desired Settlement: And a apology for the horrible service I recieved and for being lied too and for my gas that I paid for to be replaced

Business

Response:

From: Revdex.com of Metro Washington DC<[redacted]>Date: Tue, Jan 13, 2015 at 9:13 AMSubject: Fwd: [redacted] - Revdex.com Complaint #[redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: Amerigas Customer Advocate <[redacted]>Date: Mon, Jan 12, 2015 at 12:07 PMSubject: [redacted] - Revdex.com Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "[redacted]>, "[redacted]>Dear Ms. [redacted], Please accept the attached letter as our official response to [redacted]’s complaint. If you need any further attention please do not hesitate to contact us. Thank you, Haven D[redacted]Customer Advocacy Department[redacted]AmeriGas Field Service Center###-###-#######-###-#### Fax

Review: They do not answer phones in less than 30m even for a gas leak! The office is consistently unable to contact the field reps and they do not keep appts

I have been trying to get a tank they installed to be connected for TWO MONTHS. They do not keep appts not answer the phones. I did not chose them as they purchased the perfectly good company we used for the last 5 yrs.Desired Settlement: I would like a full refund of the install/fill cost(est $700) and a guarantee of timely service or a removal of their tank so I can get another company.

Business

Response:

February 21, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding service issues. 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] was scheduled to receive a new tank on February 10, 2014; unfortunately we were unable to fulfill the service date agreement. We apologize for the inconvenience this may have caused **. [redacted]. AmeriGas was able to provide service and a new tank to **. [redacted] on February 11, 2014.

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

Sincerely,

Review: Myself and the account owner have for the last two years tried to get back on a monthly payment plan with automatic delivery. Amerigas stopped those services approx. 2 years ago with no warning. After a [u]DOZEN[/u] attempts to get the service restored through our local Amerigas dealer, we are still not on the plan we have asked for. They continue to tell us that they have to contact their people and they will call us back. Well, rarely do they even call us back, and last time I talked to Amerigas in [redacted], "[redacted]", then it was implied that it is our fault that we're not on auto payments anymore that we should have payed a $350 bill that resulted from a much needed delivery because we were not on auto delivery anymore. We do not even receive bills anymore since this started happening 2 years ago! I have spoken multiple times to [redacted] and [redacted] at our local Amerigas dealer.Desired Settlement: We just want to be put back on our original plan and RESUME MAIL BILLING! Wouldn't hurt to zero our bill out too because of all the trouble and lost heat during the winter months.

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.]

**. [redacted] may have the bill in her name, but **. [redacted] is the one who is financially responsible for the bill! Don't play a couple against each other, Amerigas! I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me, but the customer service of Amerigas is horrible!

Regards,

Review: Upon ordering Amerigas' services, I was told the current price of propane was $2.30 per gallon or so and that would be what I would be charged for my initial tank fill. That price could change as the price of gas falls or rises, I was told, but it wouldn't fluctuate too wildly unless there was some kind of disaster in America or the Middle East, etc. A couple weeks after the tank was filled, I received a bill showing a charge of $4.90 per gallon. I called to find out why I was charged so much and I was told that $4.90 per gallon was the current price for propane. Since it was my initial order, they were willing to reduce that to $1.99 per gallon, but they told me my next refill would be or could be around that $5 per gallon mark. I immediately told the customer service rep handling my phone call that this was not what I was told when opening my account, and that I want my account immediately cancelled and the tank picked up.

I was told the tank would be picked up by Friday, November 22nd. It never was. I called the [redacted] office multiple times starting the week of November 25th and was told by [redacted] that the tank would be picked up the next day, and then the day after, etc. etc. It still sits next to my house.Desired Settlement: I want the tank picked up immediately. Additionally, I have had to keep my pool heater running with the pilot light because I didn't want gas to leak. So, whatever small amount was used (to fuel the pilot) since the tank was installed, I want to make sure I am not charged for any of it. The pool heater and the propane installed WERE NEVER USED.

Review: amerigas picked up previous tank and that was ok, but there was a second tank on our property also. We meexplained to them that we would use up the fuel that was previously paid for by us and then we would have them pick up the tank. They showed up June 2, 2014 and picked up that tank without our calling them. We had approximately 38% or 95 gal. left in the tank. June 5 2014 we recieved a bill from Amerigas in [redacted], Wy that we owed them 145.95 for pump out restocking charge. Also there was county sales tax charged and there is no county sales tax. We did not call them to remove this tank. We did not get to use up the fuel that we paid for and now we recieve this bill. This typical for this bunch. ??????????????????Desired Settlement: We do not owe them $145.95 pump out restocking charge.!!!!!!!

Business

Response:

June 16, 2014Dear [redacted]:Thank you for giving AmeriCas Propane, L. (AmeriCas) an opportunity to respond to [redacted] complaint regarding a tank removal. AmeriGas takes every complaint by its customers seriously. Therefore, upon receipt of **. [redacted] complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.During the tank removal Service Technician, [redacted] asked **. [redacted] if removing the second tank was what he wanted and **. [redacted] replied yes, pick it up. A refund of 199.36 has been issued to **. [redacted]. **. [redacted] should allow a couple of weeks for the refund to arrive. **. [redacted] account has been final billed with a zero (0) balance.We value our customers both past and present and apologize for any inconvenience to **.[redacted]. In light of the foregoing, AmeriCas reasonably believes that this matter has been resolved. If you have any questions or require further information, please feel free to contact me.

Review: [redacted] please view attached document online[redacted]

Leaking propane tank. Company wanted to more than double rental on tank, from $45.00 to 92.00 a year. I change company's. Thank set for two weeks before pick up. At that time the thank went from 20% to 8% not in use. I had told them they need to check hank, and refused. They are refusing refund for remaining fuel. Tank rental I was not given in writing at raise.Desired Settlement: Send check 69.80 Amount for fuel when discontinued. I can't tel you amount of fuel lost til tank removed! but it's a [redacted] site more than i'm asking for.

Business

Response:

June 16, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L. (AmeriGas) an opportunity to respond to [redacted] 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 allegations are regarding actions that took place in 2012. AmeriGas was unaware of **. [redacted]s concerns until recently. When the tank was removed from **. [redacted]s property there was % of gas remaining in the tank. There was no evidence of 12% of gas leaking out of the tank in a two week time frame as **. [redacted] claims. **. [redacted]s account was credited for the .6 gallons remaining in the tank and as a courtesy, our pump out fee, labor fee and **. [redacted]s remaining balance were waived.We value our customers both past and present and apologize for any inconvenience to **. [redacted]. In light ofthe foregoing, AmeriCas reasonably believes that this matter has been resolved. If you have any questions or require further information, please feel free to contact me.

Business

Response:

Good Morning,

I will respond to this complaint within the next couple of days. Thank you for your patience.

Review: Over and over again Amerigas did not deliver propane to us as scheduled leaving us many times over without propane. On our last time without service we spoke with them and made sure we paid our account in full and then canceled our account. Their gas prices were as much as a $1 over competitors price per gallon as well. After they finally picked up their tank which we paid a regular rental fee for, from our property they sent us a bill with an entry for "Other Adjustment". After such a bad experience with Amerigas, I wasn't about to pay some hidden fees. After talking to them, they are charging $120 for them picking up their tank from our property. Amerigas practices are terrible, and I highly recommend any consumer to stay away from this company.Desired Settlement: After such poor treatment of us as their clients, I would expect they want to at least be fair to us and not bill us for the pick up the tank after I had confirmed the full payment of our account with them.

Business

Response:

{Please see attachment.}

Review: I have used Amerigas propane for years (13). A few years ago (5 or more) we upgraded the propane tank as we added a gas fireplace to the home. Thus, we were using a gas fireplace occasionally in addition to our cooktop. Last year my husband passed and I have been on a tight budget. I have not used the gas fireplace and cooking is to a minimum. Amerigas is now charging me over $90.00 for not using my gas. They said I need to use a minimum amount, (they have not told me what that is). Really over $90.00 for not using gas I already paid for. She states if I don't use the gas they are charging me a rental fee on the tank! Is this even legal? I am outraged.

Product_Or_Service: PropaneDesired Settlement: DesiredSettlementID: Refund

This practice seems so wrong. I would like the charges dismissed.

Business

Response:

[redacted]

Review: We canceled our service with Amerigas back in 2011. We have had another Company's tanks installed and had Amerigas pick up their tanks 2 yrs ago. After repeated phone calls and mail notifications where they stated they would make the appropriate corrections, the bills have continued. We have finally given up responding, 2 yrs later, Now, they have increased the charges and reported me to debt collectors where it has now affected my credit standing.Desired Settlement: I want these charges removed, a letter verifying they corrected these errors, letters to all three credit bureaus to corrects the errors to have the derogatory entries removed from my credit. I also want the letter to state they have finally CLOSED the account.

Business

Response:

April 15, 2014Dear Mr. Moskowitz:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’ complaint regarding her account not being properly closed. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of this letter we have investigated the allegations contained therein and provide the following response based on our findings.[redacted] is correct she did cancel our services in 2011 and unfortunately we failed to close her account properly. [redacted] called her local district office on March 25 regarding this issue and Quality Assurance Specialist [redacted] immediately began the process to have her account closed properly. This process has now been completed and [redacted]’ account is closed. Please let this letter serve as confirmation that no derogatory credit information has been reported to any credit bureau or credit reporting agency.We value all of our customers both past present and 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,

Review: They are trying to price gouge me on the price of propane by charging me more than $1.15-$1.50 a gallon.

First invoice they billed me for 302 gal at $3.02 when they week they billed the price for the entire state of MO was $1.87 and when I called around to six other dealers I got prices from $1.79-$1.89. They tried to convince me propane was that expensive. I've been a customer for 14 years, going on 15. They moved me this year from the [redacted] store to the [redacted] store and suddenly I'm being gouged on the price. I filed an online complaint. Called them twice to dispute it. The second time I was told it would be corrected. It never was. Second delivery was made for 135.1 gal and they are charging me $3.44 a gal and the price for the state is $1.94 for the week they delivered. I have filed an online dispute once again with them. I have also filed two disputes with the Attorney General as well as written a letter to them explaining why I paid the amount I paid for my November bill and would not be paying a cent more. This is simple price gouging. I fear for any elderly person living on a fixed income that doesn't know better to research these wrongful practices [redacted] Propane is conducting. I'm a Buyer and have been since 1996 and I know how to research, negotiate, and get the best price as that is my job. And this right here is me being taken advantage of.Desired Settlement: My bills properly credited with the correct price of propane and them to release the propane tank to me that I've been renting from them since 1999 so I can take my business elsewhere as I'm done being treated in such a fashion from a business that I have done business with for 14 years.

Business

Response:

January 26, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. d/b/a Titan Gas (“AmeriGas”), an opportunity to respond to **. [redacted]’s complaint regarding the price per gallon she was charged and pricing compared to average pricing listed on the internet. AmeriGas takes any complaint by its customers seriously. Upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

According to our records, **. [redacted] is not enrolled in a price protected program and so she has been subject to our volume pricing structure based on annual usage and market price per gallon during any given season. To briefly explain market price fluctuations, we do not change our prices on a routine basis, but rather look at several market-based factors. The factors primarily include the current commodity price, changes in freight or storage costs, availability of product from traditional supply sources, and the amount of propane still in inventory. In addition, like gasoline and other petroleum derivatives, propane prices generally follow crude oil prices. If the price of oil increases, the price of propane increases.

In response to **. [redacted]’s issue concerning other propane providers offering a lower price per gallon rate, please note that customers who "shop" around with other propane companies will usually be offered a "new customer" rate. This is a normal and accepted practice to attract and gain new business. Customers sometimes fail to realize this is only a first time offer to gain their business.

AmeriGas always strives to be competitive in our pricing. However, since propane companies are not required to post or advertise their propane rates publicly as do gasoline stations for instance, we are not always fully aware of what price our competitors are charging for propane at any given time.

We value our customers and strive to make each and every one of them happy with the service we provide them. We would hate to lose **. [redacted]’s business but if she does wish to terminate our services the cost for her to purchase her tank outright would be $750 plus tax. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I have been a customer for 15 years now and I have never once paid the pricing they have been trying to subject me to on the two previous billing statements of this winter. My third billing statement pricing was more in line with the pricing I have been paying since being a customer. They can look at the history of my account and know they are completely out of line with their pricing for me. I'm not paying their pricing on their prior two billing statements

I was moved from one store to another this year and that is when this pricing issue arose. And no the pricing practice of offering "new" customers a lower rate to lure them in and then raise it on them is not how it's done here in the Midwest. Perhaps it is with Amerigas but not with the smaller local businesses in the area here.

As for the tank I spoke to my EX husband and he informed me that he bought the tank when we moved in prior to establishing service with [redacted] Gas & Appliance. [redacted] actually doesn't own the tank so it seems they have been charging me rental fees since they took over the business from [redacted] Gas and shouldn't be. They apparently just slapped a sticker on it claiming it was theirs when they bought the business from [redacted] Gas and I had to establish an account with them when my EX and I split. Unless they can provide paperwork disputing that they in fact own the tank and my EX husband is wrong.

Regards,

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I was a customer for 15 years and until they moved me from their [redacted] store to the [redacted] store I received the protected pricing and was not subjected to their I'll charge whatever I want pricing. They can check my past history for as far back as they want prior to moving me to their [redacted] store. Re-districing I was told was the reason. And their records will show I NEVER paid more than the going rate on the EIA.GOV website. Have them check and then get back to me.

Amerigas is a completely unrepeatable company and the internet and the complainants against them show that. I will be taking my business elsewhere. To a local company who prides itself on service and it's customers. Not on ripping people off for being a loyal customer for 15 years.

Regards,