AmeriGas Propane LP

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: 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: 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: We purchased our home in December, 2013. The home's former owner used Amerigas propane. However, we selected a propane company other than Amerigas. We contacted Amerigas in December to collect their 120-gallon propane tank from our property. After four promises to retrieve it, and seven months, the 120-gallon tank still sits on our property.Desired Settlement: Amerigas should collect their 120-gallon empty propane tank from our property.

Business

Response:

July 30, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’ complaint regarding a tank removal. Upon receipt of [redacted]s’ complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.On July 23, 2014 the tank was removed from [redacted]’ property. We do apologize for the delay in the removal of the tank.We value our customers both past and present and trust this response addresses [redacted]’concerns. In light of the foregoing, AmeriGas reasonably believes that this matter has been resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill D[redacted] Customer Advocacy Manager

Review: I have a 120 gallon propane tank on my residential property that I lease from Sawyer Gas. It is located to close to an ignition source. I began calling Sawyer Gas on May 8th, 2014 requesting the large 120 gallon tank be removed off my property, and a smaller stand up tank be installed 10-feet away from the ignition source. Since that initial call I have called back 5 times requesting the same service.Desired Settlement: I would like for the 120 gallon propane tank to removed from my property. I would then like for a smaller, stand up propane tank to be installed 10-feet away from the ignition source.

Business

Response:

June 11, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L. dba Sawyer Gas (AmeriGas) an opportunity to respond to [redacted] complaint regarding his account and tank removal. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]s complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted] informed our Service Manager, [redacted] he would be switching to another propane supplier. [redacted] would not allow us to remove the tank from his property, prior to receiving a refund for the gas currently in the tank. Therefore, a percentage reading of the propane remaining in the tank will take place and refund will be issued. [redacted] should allow a couple of weeks for the refund to arrive.We value our customers both past and present and apologize for any inconvenience we may have caused [redacted]. In light of the foregoing, AmeriGas reasonably believes this matteris on its way to being resolved. If you have any questions or require further information, please feel free to contact me.

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:Since Sawyer Gas, Amerigas would not respond to my numerous request to move their tank away from the ignition source, I was forced to pay out of my own pocket $517.63 to have another company in order remove Sawyer, Amerigas's equipment.

Review: Moved out of apartment on Feb. 14, 2014. Asked them to turn off service prior to move out. Feb. 15, 2014 was supposed to be end date. They told us they would send out our deposit 4-6wks. Instead we got a bill. Called them again several times and left messages every time. They never called us back. Finally drove to the office in [redacted] and talked to someone at the desk. She told us we should b receiving a check within 4-6wks. Then on April 15, 2014 we received yet another bill. Every time we have tried to call and talk to them it either never gets answered or gets sent directly to voice mail and told to leave a message and they will call us back. Well they NEVER call back. And they blow us off regarding our money. And keep sending us a bill for a place we haven't been in since Feb. 14th.

Product_Or_Service: Propane gas

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

They need to refund my deposit of $150.00. And maybe you should look into their business practices.

Business

Response:

May 13, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a refund. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.**. [redacted]’s $150.00 deposit fee refund was applied to his account balance of $62.99. A refund of $87.01 was issued and cashed on May 6, 2014.We value all of our customers both past and present and apologize for any inconvenience we may have caused **. [redacted]. We trust this response addresses his concerns. If you have any questions or require further information, please feel free to contact me.Sincerely,

Review: We have contacted Amerigas numerous times regarding their billing process. When Amerigas bought out our original propane supplier last year, we provided them bank account information to set up automatic payments. The budgeted amount was never taken from our account, so we provided the bank info again, still no action was taken on their part. Then we started getting late notices from them, so we called them on 3 different occasions to tell them to send us a bill & we will pay them. Instead, they send us late notices with $36 late fees each. We have asked for an itemized statement since they acquired our old propane supplier, & they sent out a single monthly statement. We have asked for an estimate to A) buy the propane tank or B)have it removed. We were told it would cost us $400 to have the tank removed but we have not been told how much to buy it from them. We can't have a different company supply our propane because it's Amerigas' tank, which was already installed by our builder when we bought the house. And the final straw was that we called other propane companies to find out their price per gallon. Amerigas is charging us $3.34/gallon. Other companies are charging $2.09-$2.19/gallon.Desired Settlement: 1) Refund of the price difference between Amerigas & the other companies, AND

2) They remove the propane tank at their cost or sell it to us for $400

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: I called on August6th to cancel service as of 8/18 and on August 21 they capped off the tank. A cut was issued they claimed on 8/24 for the refund however I'm still yet to receive the refund. When I inquired in September and was assured the check was sent...I called again on Oct 2 and I was told the check was returned undeliverable and returned. Again I verified the new address with them (which they already had) and the check was to be resent out on Oct 3rd... still no check received as of Oct 13th. Another called made on Oct 13th and was told the exact same thing check was returned and will be resent on Oct 14th. I have emails that back up these phone calls...I have been dealing with Lisa from the Daytona, FL office and now have requested that to whomever she has been dealing with at the corporate to please call as it has been almost 2 months that I have waited for my refund check.Desired Settlement: I would like my check overnighted to my address or better yet directly deposited into my bank account.... this money is way over due to me. A call from the accounting manager from the corporate office would also be nice so that this matter can be resolved as it is now almost 2 months since they said the check was issued...

Business

Response:

October 20, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding her refund. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of her complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted] is correct she did call in August to cancel our services and have a refund issued. We did attempt to mail her a refund but it was returned to us as undeliverable and we have not gotten her refund to her. However, since receiving this letter we have reissued [redacted]’s check and it was delivered today, October 20, 2014.We value all of our customers both past and present and apologize for any inconveniences we may have caused [redacted]. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager

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. However, it did take contact you in order to receive any type of satisfaction from AmeriGas... Amerigas claims the check was sent and/or returned but I receive mail at the address given to them everyday at this box and but seems their company is the only one who had issues!!!!! Their lack of details was most unacceptable as several times I repeated and CONFIRMED my address HOWEVER THEY FAILED TO NOTE ON MY ACCOUNT THE SUITE NUMBER.... I have received my refund check FINALLY via [redacted].

Regards,

Review: I disputed the amount I was being charged and after several attempts, I never received a response. Now we have been sent to collection for late fees.

In November we received a propane delivery. In December I began calling questioning the rate that we were billed a difference of $39.95. Last year when we had the same issue I was told that I would need to call each year to get my accurate rate and at that time they adjusted my rate for last year. I called several times in an attempt to resolve this issue. A few times I spoke to a woman named Jeannie who told me I would need to speak to Renee who was either, out of the office, busy or out sick each time I called. The last time I spoke to Jeannie was in late December and I said I was eager to get this taken care of before late fees would be assed and she assured me that it would be fine and that Renee would call me back. In January each time I called, I left messages and my calls were never returned. In February payment less the amount in dispute was mailed with a letter in dispute. I never received a response from my written dispute; they simply cashed the check with no response. Today I received a letter which states we have been sent to collection.Desired Settlement: I would like clarification of the rate I should be charged and the late fees in the amount of $72 waived.

Business

Response:

April 3, 2014

Review: The following are examples of the inexcusable and unprofessional treatment that has become routine when dealing with the AmeriGas staff at the Amerigas office in [redacted], VA.Over the last five years my mother has repeatedly requested and authorized AmeriGas to speak to me on her behalf. Each time she was told the change had been recorded; but whenever we next spoke with them, they stated that nothing was noted in their files and refused to talk to me.Our propane system was installed by Amerigas, and per our contract with Amerigas, they have agreed that they are responsible for maintaining the equipment installed. Additionally, per this same contract, Amerigas requires that we contact them immediately if we ever smell gas.So, in 2012 when we smelled gas surrounding our home, we immediately contacted Amerigas at which point they dispatched an on-call technician to our home to investigate. The technician checked the tank gauge (tank is underground) and checked the regulator and then told us nothing was wrong and left. Later, Amerigas sent us a bill for $214.99. When we called Amerigas to contest the charge, they stated that, because no issues were found by the on-site technician, we were responsible for the service call. During this conversation, I not only confirmed with the customer service representation that our contract requires we call Amerigas if we smell gas, but that Amerigas is also responsible for all maintenance of the system per the terms of our contract. In this conversation, I also pointed out that the contract makes no mention that we might be responsible for any charges accrued from such a service call. Amerigas finally agreed to waive the fee and they told me the correction would show on our next statement. This charge was not removed as agreed upon even after months of repeated calls to Amerigas confirming that it would be. It was eventually sent to collections.The credit was finally applied in July 2013 however, they have not contacted the collection agency to have it removed as agreed upon.During a recent conversation with an employee named Wilbur at the Amerigas office in [redacted], VA I received the following treatment:When I asked if the Amerigas employee had an employee ID his response was, No, Im a human and refused to provide it. This employee refused to let me talk to his manager when I requested to speak to them. When I finally had enough and informed this employee that I would be filing a complaint for the treatment received, he told me Go ahead and file a Revdex.com complaint it wont do anything.We have repeatedly asked Amerigas to repair the fuel gauge so that we can monitor the gas remaining in the tank and order deliveries when needed. They have confirmed that the fuel gauge is defective and have agreed to send a technician to repair it, but it has still not been repaired. Twice we have run out of fuel because we are unable to monitor the fuel in the tank due to the defective gauge that Amerigas is under contract to maintain and repair. On January 30, 2014 we contacted Amerigas again to confirm the repair and found out that it had not been completed. Recently, we were victims of price gouging by Amerigas. When the fuel tank again went empty because Amerigas has still not fixed the defective fuel gauge, we asked Amerigas what their current fuel rates were while placing the order for delivery. They charged us $3.80 a gallon even though other local providers we contacted were charging over a dollar less for the same service without a contract. But because we are stuck in a contract with Amerigas that we cannot get out of even though they are not meeting their requirements of that contract, we had no choice but to pay their price. Please see the competitor information and prices below:[redacted]$2.61/gal504 [redacted]###-###-#### (phone)###-###-#### (toll-free)[redacted]If we lease Tank $2.65/gal only charged if 400 gallons are not purchased calendar year If we own tank $2.55/gal[redacted], VA [redacted]Phone: ###-###-####[redacted]Desired Settlement: Full refund of the emergency service charge and all applicable late fees

Business

Response:

March 7, 2014

Dear **. [redacted]:

AmeriGas Propane, L.P. (“AmeriGas”) is in receipt of the above referenced consumer complaint. Please treat this letter as AmeriGas’ formal response to the instant consumer complaint.

First, the customer provides no documentation in support of the claim that competitors were charging the amounts alleged in the complaint. At the very least, the customer would need to provide a bona fide offer from a competitor to support these assertions. Even assuming the competing prices alleged in the complaint were accurate, it is a well-honored practice in the industry to offer “first fill” pricing to new customers that is below market rates as a vehicle to attract new business. This “first fill” pricing is obviously markedly different from a competitor’s normal market-based pricing. Furthermore, to the customer-owned tank pricing that the customer references has no applicability to her dispute with AmeriGas here. The customer does not own her tank. In any event, because we have no documentation to support the PPG asserted by the customer here, we have no way of even knowing whether the customer was simply quoted a “first fill” price or something else.

Second, setting aside the deficiencies noted above, there is no possible way to do a rational comparison of the per gallon price that the customer was charged on the date of delivery by AmeriGas to a per gallon price allegedly obtained from a competitor on a different date. Particularly in the current marketplace, in which supply availability and wholesale pricing is extremely volatile to an unprecedented degree (often changing multiple times in a single day), comparing alleged quoted prices from competitors that could come days or weeks after AmeriGas made its delivery is not instructive of the issue of whether AmeriGas is price gouging.

Third, as a will-call customer not participating in a protected price program, this customer receives residential, market-based pricing for propane deliveries. Stated another way, the customer is a “Tier” or “Volume-Based” customer. Therefore, the customer receives pricing as part of a formula determined by several factors, including: (i) what “Tier” the customer falls into based on average, annual volume usage; (11) AmeriGas’ costs to procure propane (e.g., its commodity costs, freight costs, transportation costs, terminal fees, tariff charges, etc.); (iii) other costs such as the cost of our 24-hour delivery service, safety training, insurance, etc.; and (iv) our margin. Furthermore, our records reflect that after Ms. [redacted] called to complain about her price, the price charged to **. [redacted] was, in fact, deeply discounted from the price she would have otherwise paid in her pricing tier and taking into account our costs at the time of delivery. Finally, AmeriGas does offer certain budget and/or guaranteed pricing plans to qualifying customers. Such plans can help customers by providing more predictability on pricing and/or by spreading the costs of propane out over the course of the year. AmeriGas encourages **. [redacted] to contact us regarding these various plans.

Fourth, although this customer currently leases a tank from AmeriGas, there is nothing prohibiting the customer from entering into a contractual agreement with a competitor and leasing a tank from that competitor. Therefore, despite claims that the customer is somehow “forced” to use AmeriGas, the reality is that the customer could engage a competitor at any time.

Finally, with respect to [redacted]’s customer service related complaints, AmeriGas takes the position that these issues have been resolved directly with [redacted]. **. [redacted] is scheduled to have a 100 gallon above-ground tank installed that will have a working gauge. Due to weather conditions, setting this new tank has been difficult, but AmeriGas is determined to satisfy this customer and has been in regular contact with her regarding the status of the scheduled repair work. Once the ground thaws to the point that AmeriGas can perform maintenance and repair work on the existing underground tank, AmeriGas will fix the tank gauge and remove the temporary 100 gallon above-ground tank. To AmeriGas7s knowledge, the customer is currently satisfied with this proposed plan and resolution.

I trust that this letter adequately responds to the issues raised in the above referenced complaint. To the extent that this is not the case, I would be happy to discuss this matter with you at your convenience. I can be reached at: ###-###-#### or [redacted].

Sincerely,

Review: I would like to file a compliant against Amerigas company located at [redacted], Genoa New York 1307###-###-####. My daughter [redacted] rents from me at [redacted] Aurora, NY 13026. She had her propane tanks filled on 12/22/14 by Amerigas. On 12/26/14 she got online to see how much the bill was. the bill was $924.00 for 197.6 gallon of propane for heating the price pre gallon was $4.66. She called me and asked if $4.66 a gallon was high. My daughter asked if I could call Amerigas on her behalf and ask if it was the right price.. I called and the Secretary told me it was the right price $4.66 a gallon. I then called [redacted]. in Auburn New York and Suburn in Auburn NY both are propane company in my area both gave a price of $2.59 a gallon. Both of the above quotes where not first time fill ups as Amerigas said when I called with the price of $2.59 again to ask why is Amerigas is $4.66 a gallon. its not hard to figure it out that's a $2.00 a gallon different I believe at this time Amerigas is price gouging my daughter for that matter properly all of propane customers. My daughter did called and talk to the secretary they told her they would lock her in on a price of $3.69 gallon until may that still a dollar more a gallon. I'm in the process of changing propane company to save my daughter $494.00. That she would have paid Amerigas for the same amount of propane at $2.59 a gallon. Thank you [redacted]Desired Settlement: To have my bill adjusted to what other propane company's in my area are charging per gallon for propane.

Business

Response:

From: Revdex.com of Metro Washington DC<[redacted]>Date: Fri, Jan 23, 2015 at 9:29 AMSubject: Fwd: [redacted] - Revdex.com Complaint #[redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: Amerigas Customer Advocate <[redacted]>Date: Thu, Jan 22, 2015 at 12:43 PMSubject: [redacted] - Revdex.com Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "[redacted]" <[redacted]>, "[redacted] A.D. N05" <[redacted]>Dear Ms. [redacted], Please accept the attached letter as our official response to [redacted]’s complaint. If you need any further assistance please do not hesitate to contact us. Thank you, [redacted]AmeriGas Field Service CenterCustomer Advocacy Department###-###-####

Review: I have been a "budget" customer of Amerigas for years (it used to be [redacted] Propane). In August of 2013, my budget time period ran out and they did not automatically renew me which

had been how [redacted] had done it. Even though I paid every month on time, they failed to notify me that I was no longer on budget. I was then billed about $1000. I called and they told me to just

keep paying the budget amount which I did. They FAILED TO INFORM ME THAT I was no longer getting gas deliveries however since they never actually put me back on budget plan.

I had 5% gas left in my tank by the time I realized this. THey came and filled it up. I received a total of 3 to 4 bills , all due February 28th with all varying amounts, from $215 to $1,075!!!!!

I drove up to the office in Frazer, Pa which is not listed on your choices but these are the folks I had been dealing with. [redacted] said she would call corporate and get back to me.

That was nearly 3 weeks ago and I have heard nothing. She has all my bills as I gave them to her for reference.

I called this week and was told [redacted] was on the phone but she would call me back. She never did. I realize she may be trying to get an answer for me but a phone call would help

let me know where we are in the process!

Feb. 28th is approaching and I have no idea what I owe.

THis has been extremely distressing!!!! If going to the office and pleading my case didn't work, I am left no choice but to report this to your office.

Thank you.

Maureen [redacted]Desired Settlement: I want to be put back on budget billling and have whatever I owe spread out throughout the year as had been done in previous years.

I would appreciate a phone call back when I call. I want to know why I received 3 different bill amounts.

I would like immediate action on this since I have waited long enough.

Business

Response:

March 3, 2014

Dear **. [redacted]:

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

**. [redacted] is correct her account was set up on a budget plan for years but unfortunately the status of her account changed after she did not pay her settle up amount. **. [redacted]’s account was put back on a budget plan on January 13, 2014. However, when this occurred her new budget payment was much higher than she had been paying previously. **. [redacted]’s local district office is currently working with our AmeriGas corporate office to change her budget payment to a more acceptable amount. We apologize for the delay in this change and upon receipt of this letter a representative from AmeriGas contacted **. [redacted] directly to explain the entire process to her.

We value our customers and apologize for any inconvenience we have caused to **. [redacted]. We trust this response addresses her concerns. 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,

Review: Company was supposed to disconnect and remove old propane take on 10/24/14 when a new propane tank was being installed. Instead, the company removed the tank on 10/23/14 when I was not home, knocked over a gutter downspout, and placed a piece of electrical tape on the disconnected gas line. Did not leave a note, or inform me the tank was mmissing. I found out when I tried to turn my stove on to cook for my 1 year old and had no way to cook.Desired Settlement: Return the tank

Business

Response:

October 28, 2014Dear [redacted]:

Review: We ordered by phone a gas Tank. We were told, that there is a $60 on time fee for delivery and pick up. We never received any paperwork or statements. Now after the Tank was picked up, they charged $77 for the pickup. We do not feel that this is right, since we never got any paperwork and the Man on the phone told us otherwise.Desired Settlement: We would like to have a refund, because the information about this charge was never given to us.

Business

Response:

Please see out atttached response.

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: Paid 772.40 for a tank of gas they picked up the tank full then sent me a refund for 52.38Desired Settlement: Only want what I paid them at the time. 772.40

Business

Response:

August 12, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a Fallsburg Gas (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a refund. AmeriCas 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.District Manager, Roger W[redacted] was able to research [redacted]’s account history dating back to 2010 and at no time was there a purchase of $772.40. The account number [redacted] provided (#[redacted]) has not had any activity for over a year and a half. [redacted]’s other account [redacted] has not had a transaction since 2010. After researching [redacted]’s accounts we have concluded there was no purchase of $772.40, therefore no refund will be issued.We value our customers and apologize for any inconvenience we have caused to [redacted]. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or requirefurther information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

There is still the fact they came on to my property and picked up a full tank of gas that I paid for regardless of the amount of activity, which I see is not mentioned by them at all. Thank You

Regards,

Business

Response:

August 22, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a Fallsburg Gas (“AmeriGas”) an opportunity to respond to [redacted]’s complaint again regarding a refund. AmeriCas 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.As previously stated, [redacted] has never had a delivery totaling $772.40. [redacted]’s last delivery of 63.7 gallons totaling $189.66 was on July 21, 2010. [redacted] was refunded $52.38 for the remaining gas in her tank when it was removed. [redacted] tank was not full during the tank removal.We value our customers both past and present and trust this response addresses [redacted]’s allegations. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,J?ll DCustomer Advocacy Manager

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: The tank had 80% which I believe is considered full . I was also on automatic fill and since no gas was added the tank it could not hold any more. The check that was sent 52.38 was also rejected and returned to the company. I would have taken a picture of the gauge if they would have notified to me that they were coming .

Regards,

Review: I [redacted] have recived a bill for over $400.00 for the months of febuary threw to march 20th, the company in the invoice stated they delivered 207.6 gallons of propane on march 20th 2014. and they are trying to charge me alot of money because they said I used over (70clicks) which I dont understand what that means also they said they are charging me for an underesamation which in my opinion is not my fault that they underestamated me so there for they are charging me extra for my bill. It seems my bill is getting higher ang higher every month for instance my decmber to january bill was only a littel over $200.00 which the company said to me was the (coldest) months of the winter and my january to febuary bill was over $300.00 then my bill for febuary to march was for only $127.00 they said that was for my usage for thoses months. Now after a (fill) my bill is over $400.00?? I talked to the manager of the company and he keeps trying to say that because of the underesesment thats why they are charging me more for the month of april. When I asked if they were charging me for a fill he said no they are not but I beleive they are because my useage for febuary to march was so low yet (AFTER) they made a fill on march 20th my bill was for an exact amount of $428.04 I am not getting a real explnation as to why its so high after a fill iof they in fact are not charging me for the fills. They company is trying to tell me about the underestamatio and the uses of (clicks) and thats why my bill is so high, I my oppinion the "underestamation" is not to be any fault of mine and I belive they are scaming me I need help in figuering how and why. Thankyou to those involved.Desired Settlement: I wish this would be resolved in a maner that I can truly understand in terms I can understand not technical terms which I dont understand, I WOULD LIKE TO NOT BE BILLED FOR THE UNDERESTAMATION OR ANY (FILLS) in which they say Im not being charged for yet my tank is only on 20% as of 4-10-2014 yet they filled it on march 20th? Thankyou in advance to all who are involved.

Business

Response:

April 29, 2014Dear **. [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’ complaint regarding his bill. AmeriGas takes any complaint we receive seriously. Therefore, upon receipt of **. [redacted]’ complaint, we investigated the allegations contained therein and provide the following response based on our findings.**. [redacted] is on a meter service, meaning he does not pay for the propane that is delivered to the tank but only what he actually draws from the tank. Therefore, **. [redacted] is only invoiced for the amount of propane he uses. **. [redacted] meter gets read every other month (weather permitting) and the other months his usage is estimated. **. [redacted]’ invoice for February was estimated and in March it was taken from an actual meter read. The read for March was higher than what we estimated in February which is why his bill is higher. Several AmeriGas representatives have tried to explain this to **. [redacted] prior to this letter but unfortunately he is still questioning why his bill is higher some months than others.We value all of our customers and apologize for any confusion we have caused **. [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information please feel free to contact me.Sincerely,

Review: I called to complain that a device in my home was reading gas level is noticed. The company Amerigas stated that they had to come out to check for an actual gas leak. After discovering that no gas leak was apparent' they tell me that the fee for the service call, after hours and the service per hour well cost $300.00 dollars. The next morning ,I called amerigas to ask them to produce a list of prices for services within their company. They stated that they do not have a list of any prices because their prices change daily. My complaint in this matter is that I as a customer should have been given an opportunity to have a price list so as to make a judgement if I could have a basis for how much I would have been required to pay,as well as an option to determine if I could afford the service fee. I recently received a bill from this company and they are also charging me an additional service fee of 40dollars which they state is a fee for an initial service call. The bill states that $150.00 dollars is for service per hour and $150.00 dollars for service calls after hours, in which case the call was place at 11:30pm. I believe this is price gouging. Please assist me in this matter.Desired Settlement: I would like all customer with Amerigas to be given printed service fee prices . I would also like this bill to be reviewed and adjusted accordingly. The fee which they require. $150.00 dollars per hour is extreme and overpriced.

Business

Response:

December 3, 2014

Review: I purchased a complete [redacted] pool heater system including a buried propane tank and installation in March 2012 the project wasn't completed until the City signed off on it which was about Sept. 2012. I used the pool heater about 9 times when it failed and I called Amerigas to fix it in October 2013. Amerigas's technician said the [redacted] heating element needing replacement and that it should be covered under warranty. The unit was sent to Amerigas who sent it to [redacted] in California who denied the part was faulty and said it was bad water chemistry. The pool is a salt water pool. I have a professional pool service hat services the pool weekly including PH levels etc. No one will call me back. A pool heater should last longer than a year or I was sold the wrong type of heater by AMERIGAS

Product_Or_Service: [redacted] POOL HEATERDesired Settlement: DesiredSettlementID: Replacement

I paid 3147.00 for the heater and installation. I want a replacement with the correct heater or a refund. Thank You

Business

Response:

January 16, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding his pool heater. 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] asserts the pool installed by AmeriGas was faulty. AmeriGas sent the damaged part to the pool heater manufacture, [redacted] and after testing the following was concluded. The heater was damaged due to chemical erosion, caused by “aggressive water chemistry” in **. [redacted]’s pool. [redacted]’s warranty does not cover damage caused by chemical erosion. If this issue is not addressed, and the pool water remains aggressive, any replacement heat exchanger that is installed may also fail prematurely. As a courtesy for **. [redacted]’s troubles AmeriGas offered to sell a replacement part at cost, but the offer was declined.

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:

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

Review: [redacted]

I am rejecting this response because:

1-I advised Amerigas I had a salt water pool when discussing purchasing the heater.

2- Amerigas's salesperson never advised me that [redacted] has an optional heater exchanger or the risk of PH imbalances.

All-Copper-Fin-Tube Heat Exchanger

The fin tubes of the heat exchanger are each made from a single piece of extruded copper. This integral-fin design allows maximum heat transfer to be attained and maintained. Cupro-nickel is also available as an optional upgrade.

3. I did not receive any instructions on operating the heater or on how to maintain the water chemistry or that there was a risk to the heater.

4. Since the heater was installed I have a professional pool service maintaining the pool and the PH and chemical levels within the normal ranges.

5. I never saw a report from [redacted].

6. Amerigas has not returned the part to me so I could have it independently tested.

7. Amerigas's offer to sell me the part at cost for $1100.00 is almost as much as a new heater $1600.00

8. Amerigas failed to return numerous calls.

9. The heater was only used about 9 times.

I was sold the wrong heater and never advised on the operation and I never signed off on the heater installation, and now almost 5 months later I still do not have a resolution. [redacted]

Regards,

Business

Response:

February 27, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond again to **. [redacted]’s complaint regarding his pool heater. AmeriGas takes complaints by its customers very serious. AmeriGas position remains the same in regards to **. [redacted]’s complaint.

It was determined by a professional technician at [redacted]. [redacted]’s heater was broken due to water chemistry levels in the pool, which are maintained by a pool company. [redacted], who is the manufacture of the heater, performed an analysis which was provided to **. [redacted] in our previous response. To AmeriGas knowledge, [redacted] kept the parts.

In light of the foregoing, AmeriGas reasonably considers this matter closed.

Sincerely,

Review: To whom it may concern This is to officially request for a refund of $465.36 which was paid for 150 gallons of propane and hook-up of our propane tank. On November 13, 2013, [redacted] and I was quoted a price of $465.36 from [redacted] Company for propane service to include 150 of propane and the hook-up of the propane theAround the end of October [redacted] visit our residence, [redacted], NC [redacted]. He discussed moving the propane tank with me it would cost to moving it to the opposite side of the house would be $1,000.00. That price would include the moving from the tank hook-up and 400 gallons of propane. I discuss moving the tank with [redacted]. Told her and that truck would have to fill the tanks from the street which is not safe. On November 5, 2013 she informed **. [redacted] that we wanted the tank to remain where it is because our dogs are located on that side of the house and the truck would not have access to our tank. **. [redacted] stated that he would contact his office and that a representative will contact us regarding a price. After waiting two days and no response from the office, I called and spoke to a young lady who indicated that the total cost of the hook up of the propane tank and to load 400 gallons of propane would $985.00 On November 12, 2013 [redacted] spoke to [redacted] again to remind him that we was going to concentrate on first getting the propane tank hooked up and will be getting the minimum amount of propane at that time. **. [redacted] contacted his office and informed the young lady that quoted she the price of 985.00 and informed her that we were only going to purchase the minimum amount of propane in addition to hooking up the propane tank. On November 18,2013 the first truck came with the fuel 150 gallons of propane from [redacted] Company he call the company because the tank was not hooked up and to find out if he should leave the fuel. That time whom the drive spoke to told them that he should leave the fuel and put a lock. Later, another worker came to hook-up the tank and said that he would have to come back with someone else. Because he did not think **. [redacted] knows what he was talking about. They came back on November 19, 2013 told me that it would cost us an additional $700.00. That afternoon, Joann called to see when I could pay the additions $700.00 After [redacted] spoke to her the additional was just going to be $500.00. There have been too many inconsistencies and therefore, we are requesting a total refund of $465.36On November 20, 2013 [redacted] went to office and spoke to Joann about the refund she told her it would be two weeks before they would be able reimburse us. She also said that the tank belong to the company which is hard to believe since she spoke to someone at [redacted] Company in September who told her that they had no records of service to this address as far back as the last ten year.[redacted]Sincerely,Desired Settlement: DesiredSettlementID: Refund

This company has put some type of lock on the tank prohibiting us from using our tank my house is heated with gas as well as the water and cooking. [redacted] claims the tank belongs to them after I requested a refund and refused to do business with them. This propane tank was here I bought the house. I asked them when the last time they serviced this house and tank there answer was. They do not know. I asked when they install the tank at this address they said the

Business

Response:

February 25, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. d.b.a. [redacted] Propane (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding his tank and problems he incurred when trying to set up an account with us. Upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.

We received this letter after **. [redacted] had already spoken to District Manager [redacted]. **. [redacted] and **. [redacted] were able to reach a mutually agreeable resolution to this matter. **. [redacted] gave **. [redacted] the propane that our company had delivered and because we could not find any proof of ownership he also relinquished any ties our company had to the tank.

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

Sincerely,

Review: I discontinued my service with AmeriGas on 7/31/12 when I switched to another propane provider. I called on 7/30/12 to inform them I would no longer need their tank and then wrote on 8/1/14 with the same asking them to remove their tank. I contacted the local AmeriGas office several times the first month and replied with each bill.For more than two years I have received a storage charge from them. Each time I contacted them and asked them to remove the tank. Their tank is sitting on the lawn in direct view of the road where it was removed to install the new tank for over two year. In addition to the ugly site, it is difficult to mow around and in the way of snow removal. I do not need them to have these unpaid storage bills which I am not responsible for destroying my credit.I know there was a similar issue with AmeriGas in New England with tanks left on properties and attempts to collect storage fees. These were settled with AmeriGas paying the land owners for storing their tanks without permission. Sign me up with this action. I have done all I can do with AmeriGas.Desired Settlement: Tank removed, billing and credit corrected and settlement if able similar to New England settlements.

Business

Response:

September 29, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding her account and tank removal. Upon receipt of [redacted]’s complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.The tank has been removed from [redacted]’s property. Credits totaling $144.53 were applied to [redacted]’s account and on September 27, 2014 a refund of $12.30 was issued. [redacted] should allow a couple of weeks for the refund to arrive. [redacted]’s account has been final billed with a zero (0) balance.We value our customer both past and present and apologize for any inconvenience caused to [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager