AmeriGas Propane LP

Review: Multiple complaints to process but first is lack of customer service. I moved from my old home around the time while traveling alot. I called amerigas, and left a message with all account info and phone number where I could be reached. I had also left the tank level from the propane tank at my old house(60%). I stated in the message that I would like a refund for the current fuel left in the tank as of April 11th and that I was canceling my service at that time. Time went on and I never thought to check back to make sure they did their jobs since this is a large company. Well today I got a bill for $99.00 for the amerilock fee and to my shock I had no credit. These are just a few issues that I have experienced in the last year working with this company.Desired Settlement: Refund the 60% fuel from my old 500gal tank at today's fuel rates,(your not going to charge the new customer more for the fuel you buy back from me). Remove the amerilock fee and cancel my account. Pretty simple since I do not want anything that is not mine. Keeping the fuel is stealing from me any way you look at it.

Business

Response:

July 14, 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.Unfortunately, **. [redacted]’s local office has no record of his request prior to receiving to the Revdex.com complaint letter. We do apologize for the confusion this may have caused. We will begin the final bill process on **. [redacted]’s account and issue the appropriate refunds.In light of the foregoing, AmeriGas reasonably believes this matter is on its way to being resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I have called and got the matter resolved on my own, although no refund has been received as of yet, they say it will be soon. To contradict the message from Amerigas, I got a call a few days later telling me that they had no record just like the letter from amerigas said. This was a voicemail, and upon

Review: 1. Failure to provide itemized billing despite several requests with [redacted], PA local office, Customer Service [redacted] and Customer Service National.

2. Failure to provide a copy of the contract and itemized billing despite visiting the [redacted] local office and numerous calls to Customer Service.

3. Failure to Bill according to Budget Plan as agreed.

4. Failure to provide propane as scheduled three times this winter though on "automatic fill".

5. Left Without heat three separate times despite calling well ahead of time, and several times, to let them know the tank was running low.

6. Without heat 2 days the first time, 4 days the second time and 5 days the third time. In 0 degree weather.

7. Being charged well above local and industry average for propane for the last deliveries. We are being charge well over $4.00 a gallon. Local charge per gallon is between $2.98 to $3.65.Desired Settlement: 1. Itemized billing for the past 12 months.

2. Copy of Contract.

3. Date of Contract end.

4. Removal of tanks with no charge at end of contract.

5. Dunning notice end.

Business

Response:

April 29, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding his account. AmeriGas takes any complaint we receive seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.After sending in this letter **. [redacted] went to his local district office regarding his issues and he spoke directly to AmeriGas District Manger [redacted]. **. [redacted] showed **. [redacted] documentation regarding his account that he had had from the previous district manager and **. [redacted] immediately changed his account to reflect the information contained in the document. **. [redacted] did indicate to **. [redacted] that he was pleased with this resolution.AmeriGas values our customers and truly apologizes for any inconvenience we may have caused **. [redacted]. In light of the foregoing, AmeriGas reasonably believes that this matter is on its way to being resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,

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, [redacted]

Review: I'm a new customer of AmeriGas and I had a gas tank delivered to my residence on 10/7/13. The delivery driver who dropped off the tank damaged my gravel driveway during the delivery process. There is a indention (hole) left in my driveway from where the tank was set down prior to being installed.I called AmeriGas on 10/18 to speak with the Customer Service Manager regarding the damage and was told he was out of the office for training and would follow up on 10/21. I did not hear from the Customer Service Manager, so I followed up on 10/22/13 and left a message from him. To date I still not heard back from the Customer Service Manager regarding my issue.Desired Settlement: I request that AmeriGas refill the hole in my driveway with equivalent gravel and/or credit my account for the damages.

Business

Response:

November 25, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding damage to his driveway. 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.

An AmeriGas representative has been in contact with **. [redacted] in reference to the damage to the driveway. We are scheduled to fill in the area with gravel, rake and compress the gravel into the original driveway. This resolution seemed satisfactory to **. [redacted].

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,

Consumer

Response:

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

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

Regards,

Review: I am out of propane (heat/hot water) and was told that a manager would call back in 1-2 days, there is no resolution my problem and there are 2 children living in my homeDesired Settlement: I need to get propane delivered, and find out how to change gas companies (they own the tank in the ground)

Consumer

Response:

From: [redacted]

Date: Tue, Oct 29, 2013 at 2:53 PM

Subject: complaint dated 10/28

I submitted a complaint yesterday regarding Amerigas Propane. I have since been able to speak to a manager and the issues have been resolved.

Thank you,

Review: 274 gallons of Propane were delivered on 8/15 after the company was told not to deliver fuel until I knew the price per gallon. I was not home at the time of the delivery and the delivery ticket they left had no price per gallon on it. 10 days letter I got the bill and they charged me $3.559/gallon when the going rate was around $2.04/gallon. When I questioned the company about this I was told I "didn't use enough propane to warrant the lower price". I had also asked them a year ago to come and fix the tank as it is tilting off the blocks. They have never come out to fix it.Desired Settlement: I want the price lowered to what everyone else is paying and I want the tank reset.

Business

Response:

September 16, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P an opportunity to respond to [redacted]’s complaint. Upon receipt of his complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.[redacted] is correct we did deliver 274 gallons of propane to him on August 15, 2014. [redacted] is on a Forecast delivery cycle, which means he gets automatic fill and does not call in to schedule deliveries. At the time of delivery he was set-up as a market rate customer and was charged accordingly.[redacted] went into his local district office on August 25th and quoted a competitor’s price per gallon of $2.09 and wanted us to match the price. Our Customer Relations Representative informed him that we would not be able to do this but did explain to [redacted] the programs we have to offer and what the price per gallon would be for each program. [redacted] was also offered an opportunity to go on a PreBuy contract at the price of $2.09 per gallon but he declined.Our records do not reflect any notes on [redacted]’s account regarding the holding of deliveries or his tank not being level. However, AmeriGas District Manager Mark A[redacted] has been made aware of this situation and would be more than willing to send someone out to look at his tank. He also is still happy to offer him the PreBuy contract with a price of $2.09 if he is interested. [redacted] can reach Mr. A[redacted] at ###-###-####.We value [redacted] as a customer and appreciate his business. If you have any questions or require further information please do not hesitate to contact me.Sincerely,Jill DCustomer Advocacy Manager

Review: Amerigas billed me for $81.19 for propane gas that was delivered to my residence. The original invoice date was 8/31/2013, and the due date was 9/30/2013. The Amerigas Reference# for this transaction (per the invoice) is [redacted]. I paid Amerigas $81.19 using [redacted] Online Bill Payment. I have contacted [redacted], and they sent me proof that they transferred funds to Amerigas Account [redacted]. The transmission date was 9/9/2013 09:13:39 PM EDT. The payment effective date was 9/11/2013. Amerigas has not given me credit for this payment. I have literally spent hours talking to Amerigas representatives about this issue, I've forwarded them the proof of payment, and they promise me that they are talking to their billing department. Yet, Amerigas just sent me another bill today (Dec 5) asking me for payment of $81.19 plus another $36 late fee. The [redacted], TX office is the local office, but they tell me that the billing is handled by another location. That's why I'm filing this complaint against the corporate headquarters. Amerigas is essentially refusing to credit me for the amount I have paid them with funds that were wired to their account by [redacted].Desired Settlement: I want a billing adjustment, and $200 credit for a future propane pur[redacted] for the 4 1/2 hours I have spent dealing with this issue.

Review: I discontinued service with Flame propane in January 2014 and they continue to charge me for a tank rental. I have called numerous times and gone into the office in person. They told me not to worry about the bills, it won't affect my credit! They continue to send bills monthly and in March began adding monthly late fees of $36.Desired Settlement: Stop contacting me. Plus send a letter stating: their billing was in error; the account is paid in full; the account is closed.

Business

Response:

Thank you for giving AmeriGas Propane, L.P. d/b/a Flame Propane (“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.

All fees have been removed from [redacted]’s account and on May 14, 2014 a refund of $53.63 was issued. [redacted]’s account has been final billed with a zero (0) balance and her tank has been scheduled for pick up.

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

Review: Two requests in the last 6 months by our currently selected propane company to have their LP tank removed and the new company begin service to our residence. AmeriGas has chosen to ignore these requests.Desired Settlement: Amerigas needs to provide the following: A completed list of consumer rights and government authorities which regulate their business with contact information. 2. A detailed account of why they have refused to respond to the request for them to remove their equipment from our property that has been made by [redacted] as our new supplier as required by law. It is uncomprehensable why 2 requests in the last 6 months have not been responded to. 3. Their intended course of action to remove their equipment from our property with in the next 30 days.

Thank You for your assistance,.

Business

Response:

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

In the meantime, should you have any questions, please feel free to contact me at ([redacted].

AmeriGas Customer Advocate

Review: I think that I am being over charged for my propane use. My bill is always about $200.00 per month and I am not sure why because we don't cook everyday and there is only three of us that take a shower. In the month of March we did not cook at all because our stove was out of order yet my gas bill was still about $200.00 . I really think that this company is just charging me the same amount every month without reading the meter.Desired Settlement: I would like them to just charge me for propane that we use, because I find it hard to believe that if my stove is out of order for one month that I would use the same amount of gas as other months. I would like a credit on my bill.

Business

Response:

[redacted] Revdex.com Complaint #[redacted]

Inboxx

Amerigas Customer Advocate <[email protected]>

9:22 AM (2 hours ago)

to me, [redacted]

Images are not displayed. Display images below - Always display images from [email protected][redacted]--- Please accept the attached letter and billing documentation as official response to the complaint filed by [redacted]. Please feel free to contact us should need any further assistance with matter. Respectfully, AmeriGas Customer [email protected]: [redacted]

Review: I went into the [redacted], TX Amerigas office in November 2013 to switch my service from monthly metered service to where I call and ask to be filled up and pay for the fill up. I was then told by [redacted] that I was switched over and that I was paid up and should not receive any more bills and if I do receive any more bills not to pay them that I will only pay for what I get put in after calling for a propane delivery. I wanted this service because I did not want to pay the high rates and could not afford to pay for them. I would have money later in the spring so that I could just fill my tank and pay for the fill up. I since have received two bills. The first one I ignored as I was told to do by [redacted]. After receiving the second one I decided to go back into the Branch office in [redacted] TX to speak with [redacted] again. She said that I was still on the monthly metered plan. I asked her why I was on this plan still after I came in a few months ago and changed the plan. She stated she did not know and that she did remember me coming in. I was then told that I needed to pay the last two bills even though I did not ask to put any propane gas in my tank. I told her that I did not request any propane to be put in the tank so I should not be getting billed. I also reminded her that she said in November that I did not have to pay any of my next bills since I was switching over to the new plan. She then said that she did not remember saying that to me and doubted that she would tell me that. At the November visit I asked her three times "Are you sure I do not have to pay anything else that I am payed up?" In which she responded yes. She then doubted that I even switched my plan over to the call for fill up and pay for what is put in plan. I grew very frustrated at her responses and requested to speak with her boss [redacted]. [redacted] was not able to help as [redacted] just denied knowing anything about my previous visit. [redacted] told me that I had to pay the monthly bills even though I did not request any service. I am furious and cannot pay the bills that I have been sent nor should I have to for a service that was cancelled in November.Desired Settlement: I request that I do not have to pay for the service that I cancelled. I should have a zero balance with Amerigas.

Business

Response:

**. [redacted],

We are currently researching this complaint. We will respond withour findings once we conclude our research.

Respectfully,

Review: In September of 2013, an employee of Amerigas came to my home, asking for permission to drive through my yard to complete installation of a propane tank for my next door neighbor. He could not go through the neighbors yard, because it was too wet but said our yard was dry that he could drive through without damage. I did give him permission which resulted in damage all the way down the side of my yard and across my front yard, to the driveway. I immediately brought it to the employee's attention, as I could look out my front door and see the tire tracks. He then said he would report it and someone would be contacting me. After a few weeks, I reached back out to Amerigas, as I had heard nothing, and I was told at that time they were between managers, but were aware of the issue.

In October 2013, a gentleman from [redacted] tree service came to my home to assess the damage so he could provide an estimate to Amerigas for the repairs. After several weeks, again, I heard nothing and in November began speaking to [redacted], the new manager for Amerigas in [redacted]. He gave me a total of $1200 estimate for the damage and said they could write a check or turn it over to their insurance company. My concern at that point, was the cost it would take to repair the damages come spring/summer as it was so late in the season already. Everything continues to rise, and I am sure what a $1200 estimate given in October would be more in 6-7 months, and feel this should not cost us anything to repair. So when I expressed my concern to [redacted] about this, he advised it would be better to go through the insurance company, as they would pay to have it finished, regardless of the cost. So, in I agreed to do it that way, and have heard nothing from Amerigas or their insurance company surrounding my concern.

So, on March 10, 2014 I phoned [redacted], speaking to him directly and expressing these concerns. He said he was out of town, in [redacted], on business, but he would be contacting the insurance company when he returned the following week. I told him I expected to hear from him then on Monday the 17th, and he agreed. Well, Monday has come and gone and I have heard nothing from [redacted], Amerigas or their insurance company. So, I called on [redacted] on March 20, 2014, explaining I would be filing this report and will go further if necessary.Desired Settlement: If they cannot come out and repair, I would like a check for double the cost of the estimate now, to take care of any difference the repair will now cost to repair, and for all my time and trouble.

Business

Response:

April 8, 2014Dear **. [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding property damage. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.District Manager, [redacted] was able to speak with **. [redacted] regarding this matter. **. [redacted] apologized for the incident and for the delay in receiving compensation. After confirming with our claim adjustor, **. [redacted] informed **. [redacted] our insurance provider is currently working on her claim and will contact her within the next few days.We again apologize for the inconvenience we have caused **. [redacted] and trust this response addresses her concerns. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,

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 have had delivery issues as well as billing issues with this company ever since we became customers when we purchased our house in 2011. Early in 2012 we received a 'late notice' in the mail for an enrollment fee we never authorized and when I called to question why we never received a notice BEFORE we were PAST due they said they had signed everyone up for electronic statements without asking. I insisted that ALL communication from them be via *mail* only in the future and paid the fee because we weren't sure how much propane we would need for the 2012 upcoming winter. This year we decided NOT to continue with the company due to how unhappy we had been and when I called in the beginning of July to cancel our account I discovered we had AGAIN been charged an enrollment fee which we had NOT been notified of. Unfortunately, I do not have the name of the person I spoke to on that day. She acknowledged that the fee would be reversed and someone would come and retrieve the tank. We would be reimbursed the cost of the propane, minus a restocking fee. We received a check on 7/22 for $87.49, but the statement accompanying it said the propane had been valued at $253.36, and we had been charged a restocking fee of $26.88, and a dispatch fee of $39.99 (both of which I understood) but that we had NOT had the $99 fee removed from our account. I called that same day (7/22) and spoke with [redacted] who said our account had been closed "too quickly" for the fee to be removed and that she'd reopen the account so the fee could be corrected. She said it would take 2 weeks for a check to be received. On 8/13 (three weeks later) I hadn't received a check so I called and again spoke with [redacted]. She said the account still needed to be closed (she apparently forgot to close it back out) and after expressing my frustration she promised I'd have a check by the beginning of the next week. On 8/22 I called again due to not receiving a check and spoke with [redacted]. She informed me that checks were only cut on Tuesday and that my account still hadn't been closed. I asked to speak to a supervisor, but after being on hold I got frustrated and called the national customer service line. I spoke with [redacted] who was the ONLY person who has been apologetic of the hassle I've been through. After a long discussion she told me she was going to contact the district manager and he had (per company policy) 2-3 business days to respond to my complaint. I also told her at the time that due to the incredible inconvenience I was going through I wanted a refund of the two fees for restocking and dispatch. I spoke with "[redacted]" on 8/23 who is the district manager (who never gave me his last name) and he wasn't very sympathetic at all. He cut me off several times while I tried to explain *why* I was so frustrated, and tried telling me that this is all a misunderstanding. I felt I had spoken with the ladies there quite enough for them to know exactly what was going on with my account. He told me that *I* needed to have patience, but I informed him that I felt I had shown plenty of patience in the matter and when I informed him that his company had over 500 complaints against it on the Revdex.com.org website he told me that he "didn't know where they got those numbers from" and refused to look at the website while I was talking to him on the phone. He told me that he could see they owed me $99 for the enrollment fee and also $66.87 (the other two fees) and that they would cut a check on Tuesday... I told him that if I didn't have a check in two weeks I was contacting the Revdex.com and his response was "fine". Today, 9/6, has been two weeks and I have yet to receive my refund. I called the national line again this afternoon and spoke with [redacted] again. Again, she is the only person who has treated me like a person. She said the only check she sees ever having been issued was for $87.49 (the original check, which was short the original $99 they said they'd take off my account). So, I'm still owed the $99 AND the restocking/dispatch total of $66.87 I am asking to be reimbursed due to the frustration. She said she is going to contact her supervisor AND the regional manager to report this, but I told her I am going to report this to the Revdex.com because I'm tired of waiting and I want results.

I just want to say that if the shoe were on the other foot, and I owed THEM money, there wouldn't have been so much patience showed to ME, and I would have been charged late fees and interest. I feel this should work both ways.Desired Settlement: I want a check for the $99 for the enrollment fee I NEVER authorized, and I want also the $66.87 reimbursed for the restocking charge (26.88) and dispatch charge (39.99).

Business

Response:

{Please see attachment.}

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, provided they follow through. I feel I must state however that the claim that [redacted] had been so accommodating to me is false. He was unconcerned with how this was affecting me and more interested in informing me to be even more patient and blindly accept that nothing was being done in a timely manner. Also, I'd like to point out that I gave him a reasonable amount of time to reimburse me and that a check for $99 was only made out to me after I informed the company of my complaint to the Revdex.com. Feel free to inform them that I said this, for it is true. They are trying to make themselves look better than they are.

But, yes, I received a check for $99, and if they actually reimburse me the rest I will consider this matter closed.

Regards,

Consumer

Response:

From: [redacted] <[redacted]>

Date: Tue, Oct 29, 2013 at 10:48 AM

Subject: Re: complaint [redacted]

To: Revdex.com of Metro DC and Eastern PA

Hello! I had submitted a complaint in September about Amerigas (see the information below) and I had agreed to the resolution of receiving two refunds, one of $99 and the other of $66.87. I received the $99 refund shortly after submitting my complaint against them to you, and their response said I would receive $66.87 as well, "in the coming weeks." Their response to you was created on 9/23/2013, and as I believed would happen, I have NOT received the $66.87.

I had emailed a few weeks ago to ask what I should do, if this was not sent to me, and the reply I was sent was to let you know so this could be reopened, so I am writing to let you know that they have yet to make good on their promise of a refund. I have not contacted them this time because every time I've tried to talk to them in the past it has done me no good.

Thank you for any help you can offer,

Business

Response:

{Please see attachment.}

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me so long as I actually receive the refund. It's sad that I have to keep reporting them to get results. Thank you for your assistance in this matter.

Regards,

My account was being closed out because I sold my home. We had Amerigas do a gas fireplace inspection for $79.95 as part of the deal with the buyers. The escrow company paid Amerigas directly but I was also charged with the amount being pulled from my gas refund for what remained in the tank so I ended up paying twice. I called Amerigas and they told me that the account was already closed so there wasn't anything that they could do. I asked about the payment from the Escrow company and they said it would be returned since there wouldn't be an account to credit it to. I told them I would have the escrow company cancel the check and pay me directly which they did. On Sept 15th they sent me a refund check that included the $79.95 andon Sept 16th they charged me $112.95 which when I called was told it was $79.95 plus a $33 bounced check fee. I told the rude person, Mike, from Charlottesville office that I will pay the $79.95 but not the $33 late fee since they instructed me to do it this way. Mike rudely responded "so that's how it's going to be". Mike apparently doesn't listen and shouldn't be interacting with customers given his attitude. I recommend people use Tiger Fuel and not Amerigas.

Review: We are being charged for gas that we have not used. The person who read the meter inputted it incorrectly & the [redacted] office is failing to update it.

Over a month ago we were sent a large bill & our meter reading was misread by over 5,000 in usage. Headquarters sent out a gentleman to do a leak test because the usage was high; of course no leak but clearly a misreading by the reader. I was promised it would be taken care of. I have since made several phone calls and was told each time it would be taken care of and they would call me back. After every call I seem to receive another bill and the reading has not been adjusted. They are trying to charge us for gas that has not been used or provided to us. Today I receive a past due bill with a late fee of 36.00 dollars on it. Throughout this time I have been sending them the average of what our monthly payment is; but failure of the office staff to take care of business means that I have to make yet another call. IDesired Settlement: I want an updated and corrected bill based on my actual usage. And I want someone in the [redacted] office held accountable for the fact that the office clearly has poor representatives.

Business

Response:

September 10, 2014

Review: [redacted] has an in-ground propane tank that was installed in 1996 under a contract with the prior owners. The prior owner had indicated that they had purchased the tank outright from [redacted].We have one stovetop that works off this tank, which we may use once a month.We subsequently called [redacted] for propane service. During that visit they slipped in a $31.10 per quarterly billing approval for the tank. Under the circumstances, I decided to pay it since I was getting no-where with them.Last quarter I received an invoice for a new amount of $48.15. No explanation, advanced notification or approval of the increase has been forthcoming. I paid the $32.10 as agreed.At 12:52AM on May 22nd I called [redacted] regarding a past due balance on the statement of $10.70 and an additional billing of $48.15. The [redacted] person was unable to do the following things:1. Provide any reason why the cost was increased from $32.10 to $48.15.2. I then asked whether I could purchase the in-ground tank. [Note this tank has a cement surface on top of it and is bordered by landscaping]I was told that I could only purchase a new tank.3. I asked about cancelling the service. What was the process? She indicated that they seal the take. I asked what happens to the gas in the tank. She was extremely vague and said that we might get a credit or a percentage of the value of the gas.4. I asked for the process to cancel with an explanation of the credit allocation process. She refused to provide any written information and said she did not have anything to send.Desired Settlement: Credit back the account so payments continue at $31.10anda detailed breakdown of either the purchase of the existing tank and what exactly is the cost and process of decommissioning the tank.

Business

Response:

June 3, 2014Dear [redacted]:Thank you for giving AmeriCas Propane, L. (AmeriCas) an opportunity to respond to [redacted] complaint regarding his account. AmeriCas takes any complaint by its customers seriously. Therefore, we have 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 this matter. A credit of $13.37 was applied to **. [redacted] account to honor the lower rate he should receive for tank rent. On June 2, 2014 **. [redacted] $36.00 late fee was removed from his account. **. [redacted] currently has a due balance of $45.48.We value our customers 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: After signing a price-lock contract for propane delivery last summer, I have not gotten a bill from them. Corporate blames the local office, and visa versa. I am supposed to be on a fixed rate and getting monthly bills, and paying my $96 monthly payments. I have gotten delivery slips with a rate of $4.49 on them, no bills, and when I call, I get referred to the [redacted], CT office. They say it is a corporate IT problem, but it never gets resolved. I have no more patience for this.Desired Settlement: Fix YOUR billing mess, and send me my itemized bills.

Business

Response:

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

Thanks,

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Regards,

Amerigas is sending me "Past Due" bills, and a bill for a March delivery at over $4 a gallon, after I signed a Price-lock contract LAST YEAR for $2.08 a gallon.

Review: My bill is consistently high and I feel that their may be an error with the meter reading.

I have been a [redacted] gas customer for almost 8 years. I absolutely do my best to pay my bills on time each month. I am in [redacted],Fl and for the most part it's sunny here haven't had much cold weather. My issue is this, my gas bill has went from $30 to $402 in the last 3 1/2 mths. There is no one in my home all day. Everyone works and goes to school. Bodies aren't present in the home until after 6pm in the evening. It's very hard to get in contact with someone here at the [redacted] office. No one will return my emails or phone calls. I do not understand why my gas bill is so high. I've communicated with some of my neighbors to see if they are having the same problem with their gas bill and some are and some aren't. The neighbors that are having the problem with this gas company have a petition floating around the neighborhood to have [redacted] gas replaced by another local gas company. My Jan, Feb, and March bills are extremely high and continue to go higher each month. I just want to understand why this is so and im not burning any heat because there is no need for it.I would like for someone to explain my bill to me and show me how this company arrived at these high charges. And don't charge me to educate me about my bill and possibly reread my meter. I feel like my meter is being crossed up with someone elses meter in the neighborhood. My charges shouldn't be based on someone elses usage.Desired Settlement: I would like for my bill to be corrected and adjusted. These charges are absolutely insane when I live in Florida where its almost always sunny. If I could have a reread of the meter, the correct meter maybe.

Business

Response:

April 17, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a [redacted] Gas (“AmeriGas”) an opportunity to respond to [redacted]’ complaint regarding her account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’ complaint, we investigated the allegations contained therein and provide the following response based on our findingsCustomer Service Manager, [redacted] has left a couple voicemails for [redacted] to explain her meter invoice. **. [redacted] would also like to schedule for a service technician to meet with [redacted] and check her meter. [redacted] should contact her local office at ###-###-#### to speak to **. [redacted] and to schedule an appointment.We value our customer and apologize for any inconvenience caused to [redacted]. If you have any questions or require further information, please feel free to contact me.Sincerely,

Review: Delivery of propane gas when not ordered. We have repeatedly told them we do not want automatic delivery.Desired Settlement: Reduced bill and a statement that we will not be delivered gas unless we ok delivery with s phone call or we call and request delivery.

Business

Response:

April 15, 2014Dear **. [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding a delivery we made that he did not order. 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 make a delivery to him that he did not authorize. **. [redacted] had requested his account be changed to a will call account. Will Call customers are set up so they only receive deliveries if they call us to place an order. Unfortunately, when he made this request we failed to indicate the change on his account and we made another automatic delivery to his residence. Upon receiving this letter we contacted **. [redacted] directly to address his concerns. **. [redacted] said he would agree to keep the delivery if we matched the price he had received from one of our competitors. We agreed to his request and **. [redacted] has since paid for the delivery.We value all of our customers and are happy we were 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: June 2014 invoice had incorrect meter reading resulting in over $1,000 error. I e-mail to local office photo of meter reading and Elizebeth R[redacted] at the confirmed I had read the meter correctly and they would correct the mistake. July invoice again had the errorant reading and I supplied via e-mail a new picture of the meter reading to AmeriGas. A phone conversation with Elizebeth R[redacted] at AmericGas in [redacted] confirmed they were working on getting the error corrected with the corporate office. August invoice still contained the overcharge and we escaleted to the local AmericGas Office Manager who claimed she was new but would get corrected. She stated our meter was old and hard to read, so we insisted they replace or correct the meter to prevent future occurances. They replaced the meter dial face but still have not corrected the over charge. I contacted the Customer Service number 14 days ago and they said the matter would be resolved in 3 business days. I called on Friday since I had not had a response on resolution. Again they said the matter would be resolved in 3 days. I have now received a notice from a collection agency for the over charge and feel I have no other recourse to file a complain with the Revdex.com and will also be reaching out to the Texas AG office.Desired Settlement: Correct the billing error and if any adverse notices were sent to reporting agencies removed.

Business

Response:

October 24, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding his account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of his complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted] is correct we did misread his meter, which in turn caused his account to be inaccurately charged. [redacted] did make many attempts to have this corrected but unfortunately we failed to do so. [redacted]’s account was credited $864.74 on October 18, 2014 and AmeriGas District Manager Ronald G[redacted] contacted him directly to correct the issue. [redacted] did indicate to Mr. G[redacted] he was satisfied with this resolution.We value our customers and apologize for any inconvenience we caused [redacted]. In light of the foregoing, we reasonably consider this matter resolved.Sincerely,Jill DCustomer Advocacy Manager

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 recently moved from Pennsylvania to New Jersey. The closing and all transfers from us to the new owners were completed on August 22, 2014. We left roughly 50% of the propane gas in the tank during the transfer, which we already paid for! On August 28th, we received a bill from Amerigas regarding a termination fee of 36.00 dollars. I called and asked them "why are we receiving this bill?" They said "its their normal process. They always charge a termination fee when they close an account." I said to them Well if you are charging me a termination fee then it is only fair to refund me the amount of propane gas we did not use? Right? They said "it doesn't work like that." So basically they are robbing us by not refunding the unused propane gas that we paid for and then charging us a termination fee on top of it? That is not right! They should not be allowed to do this.Desired Settlement: I would like this settled with us not owing them anything or they can take it out of the refund from the unused propane gas we did not use and paid for. That would be fair.

Business

Response:

December 8, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a termination fee. 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 has no record of [redacted]’s account being transferred to [redacted]. Therefore the account is still in [redacted]’s name and there is no $36.00 termination fee on the account. On November 18, 2014 a voicemail message was left for [redacted] to address the account issues.We do apologize for any inconvenience we may have caused [redacted]. In light of the foregoing, AmeriGas reasonably believes that this matter is on its way to being resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager