AmeriGas Propane LP

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: 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,

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: [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: 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: 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: 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

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 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,

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: 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: 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 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: 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: My household has been a loyal customer for the last ten years from the office in [redacted], when we purchased our home. We signed up for bill pay as soon as it was available and we have not had any problems with payments in arrears until this month.

When we received correspondence on 3/17/2013, from AmeriGas, we were horrified to find, that we had a shut off notice for our gas. It appears that the [redacted] office, changed databases six months or so ago, and did not place our bill pay information in the new system. The representative on the phone admitted the bill pay information is in the system, but since it is in the wrong database they will not use this information to bill us. We were told it is the customers responsibility to get their information in the correct database.

When confronted as to why we received the shut off notice, the customer service representative from the office said this is how they handle first correspondences with all customers and it is not their fault they are not processing the auto bill pay information.Desired Settlement: The corrective action we expect to see from AmeriGas is as follows:

1. Send us a final bill for the gas we used only.

2. AmeriGas will pick up the tanks within 48 hours without any additional "disposal", restock, or any other other additional fees or they will be considered "abandoned" property and will be disposed of forthwith from our property at AmeriGas's expense.

3. AmeriGas and it's representatives will not damage or destroy my property due pick up of the tanks, or AmeriGas and affiliates will be billed for property damage and cost estimates of said damage. Please be warned there are cameras monitoring the property at all times, AmeriGas employees and it's affiliates consent to video monitoring when they come on the property to retrieve AmeriGas tanks.

Business

Response:

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

AmeriGas Propane, L.P.

Review: 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: Last year I filed a complaint with the Ohio AG office in reference to Amerigas improperly billing me for a product that I do not own or have the service for. I do not have propane gas. The company sent me another bill for service dated from 10/13/2013 to 11/30/13. I have not lived at that location for better than 6 years. I do not OWN that location. The tank they are billing for isn't even listed in my name. If it is' TAKE MY NAME OFF THE TANK. I do not have propane gas. I live in [redacted] and my house is all Electric. When I filed my complaint with the OHIO AG office last year. They sent me an apology letter stating that this was a billing error and that it would be fixed. You haven't fixed it, as I am still getting billed for a service and a tank that I do NOT own. I don't live at the property that you're billing me for. I don't own the tank.Desired Settlement: Take my name off your billing system or this is going to turn into a legal matter. Thank you! You promised to fix this billing error last year and it is not fixed!

Business

Response:

November 25, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane an opportunity to respond to [redacted]’s complaint regarding bills she is still receiving on an account she attempted to close more than six year ago. 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 she has made numerous attempts to have her account closed properly. Unfortunately, we have failed to do so which is why she continues to receive notices from our company. The last notice she received was a credit memo showing we removed a tank rental fee we had charged to her account. Although this was a credit not a charge to her account it should have never been processed, as [redacted]’s account should have already been closed. AmeriGas District Manager, [redacted], is in the process of making certain that [redacted]’s account is properly final billed and closed out once and for all.

We value our customers both past and present and our sorry for any inconvenience we have caused [redacted]. 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 have been having on-going problems with the local AmeriGas office and representative in [redacted], Virginia for quite a while…

Just to outline a few issues:

1. Not all Representatives make the same claims and provide the same services

2. New Amerigas Customer Aug2011

3. Aug2012: I requested a quote to buy my in-ground take. October2012 a message was received but the Rep could not give me a price. And when she did, she quoted me $800 for a 50 year old tank. Current, market price for a 1000Gal tank in-ground new is $1500-2500. How did she acquire a third of the price of a new tank for something that’s over 30years old. I guess there’s no depreciation value (first, market I’ve seen with no depreciation.) Then, I ask when the last time the tank was magnetized; of course she could advise me on the date. I ask when the next magnetization will occur -- No response.

4. Oct2012: I’m registered as a auto-subscriber. I leave the fill management to Amerigas’ discretion. Well, Amerigas allows my tank to get to 5% and only arrived after 2 weeks of calling. The excuse provided… Hurricane Sandy.

5. Dec2012: I’m still registered as an auto-subscriber. I continue leave the fill management to Amerigas’ discretion. Well, Amerigas [redacted] office allows my tank to get to 15% instead of the standard 40%. Of course, this is my bill and my usage. CEO’s quarterly revenue goes up.

6. FEB2013: I request no delivery until a Manager could clear up my Bill. In Mar2012 a fill was provided but I requested a stop order. And the delivery provided a fill at 60%, I’m not at the point where Amerigas service process is not consistent. A few months before, deliveries fell below 40%. And now its warm, I don’t need a fill and they arrive at 60%. This causes me to pay until July of the same year. Great for Amerigas business and CEO pockets.

7. JUL2013: I requested to be on a budget plan and create a static price per gal. This information was lost and I’m now on a flexible rate.

8. SEPT2013: I request a fill – no response; Mid Sept I re-request a status on my request – No response; Oct I request an update on my fill request – ignored response. Nov2013, I finally get a fill.

9. JAN2014: I request a fill as my tank is at 50% and figure by the time a delivery arrives I will be at 40% maybe 35% but below my preferred values. The Rep on the phone([redacted]) as me what is the problem with being at 35%. And stated he is working on deliveries at the 5% mark (Clearly, this is now a business practice of Amerigas). After a few minutes of explaining the percentage is not my preferred level based on my monthly budget. I was advertised that a delivery will arrive around the 31st. Keep in mind that is still the cold months and my tank would probably get to nearly 15% with an average of 15% burn every 10days.

10. In the [redacted] office, there is only 1 representative I can talked to a ([redacted] last names are hidden for privacy, I mean protection, I mean non-disclosure) very knowledgeable and helpful customer service person at the general number…she fixed the automatic payments that were supposed to be And even addressed my neighborhood’s billing issue.

Again his name is Connell…and I want to commend you as to having a person like that to talk to customers and to actually do their job…She is an asset to your company.

My next approach… I will be selling my home in summer months to ensure that I’m no longer a victim of Amerigas’ business processes and poor customer service. I’m trapped because, I can’t buy the tank, I can’t remove the tank to switch to Southern or any other local provider. I refuse to say with Amerigas for 10 years. I have other options.Desired Settlement: Amerigas really needs to re-evaluate the Customer Support Policy and Procedures. For me the true desired outcome is to be out of the Amerigas business. But since this involves quite a few funding issues that this request cannot resolve. I don't foresee a resolution, but they can start with updating and releases their revised Customer Support model. Refunds are great for the many drops in their standard delivery processes but the problem will re-occur. Some outcome options is to provide me what I asked for.

1. Cost to buy the used underground tank

2. Written contracts that state the required delivery amounts with under an agreed plan

Business

Response:

January 20, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding the price to buy his 500 gallon underground tank and a request for a written contract for delivery amounts. 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 September 2, 2013, **. [redacted] was given a quote of $525.50 including tax to purchase the 500 gallon underground tank from Office Manager, [redacted]. If **. [redacted] is still interested in purchasing his underground tank he can contact the [redacted], VA office.

**. [redacted] is requesting a written agreement from AmeriGas to deliver to his residence when his tank is 40% full due to budget reasons. AmeriGas does not offer such a contract but we do offer budget payment plans. If **. [redacted] would like to inquire about our Budget Program he can contact his local AmeriGas office at ([redacted]) [redacted].

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

Sincerely,

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: This is another example of misleading and nonstandard processes. I continue to disagree with offered price of the tank. With family members in the oil delivery business I know the $500 offer is about 40% higher than average. More information is needed before agreeing to buy a tank at any price.

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: 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,