AmeriGas Propane LP

Review: Last year I Amerigas required me to prepay $693.81 but only deliver $434.47 worth of LPG. They now refuse to release the $259.34 owed to me.

I have been an Amerigas customer going on three years. I was a happy customer the first year. I would ask to have my tanks filled, they came out and filled them and then charged me the amount of the fill. I always paid the full amount owed without any problems. The second year I called on August 16, 2012 to fill my tanks, it was a major hassle. They wanted me to estimate the amount of gas I required and then pre pay with a credit card. I calculated a total, called in and they billed my credit card $693.81, but later they called back and said they needed to bill tanks separately. I thought this was strange and that should have tipped me off right there that something was wrong and I should have cancelled the whole transaction, but I already had about an hour of phone calls back and forth into this project, so I didn't.

After another long conversation they credited my card the original $693.81 and then re-billed the card $347.78 and $346.03. On August 20, 2012, the truck came out and the driver discovered one of the tanks had a problem and couldn't be filled. He ended up only giving me 222.1 gallons and the total charge of $434.47 leaving a credit of $259.34 that is still owed to me. I left this credit on account because I thought I would be needing propane again.

A month ago, I was in the process of moving and realized I won't be needing propane so called the [redacted] office and spoke to [redacted]. At first she denied I even had a credit, but after a long phone call with me insisting I had one, she finally found it. Then she said they never pay out credits. I decided at that time, I was wasting time talking with her and asked to speak to her manager. She put me on hold for a few minutes and came back to tell me that she will close my account and mail me the check. I thought this was a done deal and that would be the end of it.

On September 17, 2013, I still hadn't received a check and called to make sure they were still sending the check. I explained the history to the woman that answered the phone, but she just kept asking me whom I spoke with. I didn't know [redacted]'s name so she finally looked at my account and determined that nothing had been done but before she put me on hold, she told me there was an account closing fee. [redacted] eventually picked up the line and I had to start the whole story over. She looked at my account and once again told me that I can't get my money back. I stopped her and asked for her manager. She said he wasn't in. I asked to be transferred to his voice mail. She said he doesn't have voice mail. I asked for his phone number. She said he doesn't have a phone number. I asked for his name she said **. On August 18, I continually called the office number and was told all morning that ** is not in the office and they don't know when he will be in.

I want my credit and I also want to point out that on the back of my Invoice there is not an account termination fee listed and on the Amerigas website http://www.amerigas.com/about/fees.htm, which is reported to be the latest version of the fees schedule, there is also not a mention of a termination fee.Desired Settlement: I want the $259.34 that Amerigas charged to my credit card and is now refusing to release back to me.

Business

Response:

December 20, 2013

Dear **. [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.

A refund in the amount of $259.34 was issued and sent to **. [redacted] on September 19, 2013.

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: On April 17, 2013, I received a letter from AmeriGas stating I had a large bill due to an issue with their software. I phoned AmeriGas and was told by [redacted] that I had a credit of $1,035.00. Then in May I received a bill for $1,674.85. That's quite a difference from a credit in April. I wrote the President a letter with attachments and I always end up dealing with customer service reps who don't believe in providing "customer" service. I should not be held responsible for their software issues or employees mistakes. I have been a customer for years and the service they provide has always been extremely poor.Desired Settlement: Give me the credit of $1,035.00, and that leaves me with a balance of 639.85. After that, I will find another service provider that respects the customer.

Business

Response:

Please note we are still researching **. [redacted]'s complaint.

Thank you.

Business

Response:

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Thu, Jul 11, 2013 at 1:26 PM

Subject: Fwd: [redacted], Complaint No. [redacted]

To: [redacted]

---------- Forwarded message ----------

From: Amerigas Customer Advocate <[email protected]>

Date: Thu, Jul 11, 2013 at 10:57 AM

Subject: [redacted], Complaint No. [redacted]

To: "[email protected]" <[email protected]>

Cc: "[redacted], [redacted]" <[redacted].[redacted]>, "[redacted], [redacted]" <[redacted].[redacted]>

**. [redacted],

Please accept the attached letter as our official response to **. [redacted]’s complaint. Please do not hesitate to contact us should you need any more information.

Respectfully,

Customer Advocacy Manager

AmeriGas Customer Advocate

[email protected]

Phone: [redacted]

Review: payment is misplaced and company will not credit it to me. They have placed it for corrections

In October 2013 I agreed on the phone for a $100.00 charge to try gas for my fireplace. When the work order was completed in november it was for 157.34. I called and made a payment by credit card for 175.00 on 11/28/13. I get a bill within a month for total charges of 374.98. after complaining for a month, they decided to give me courtesy credit for 101.00, and get one of the two tanks they provided for another $99 credit. With my payment of $175 I should have it paid off. The company could not find my payment, and said I have not made any payments. I sent the statement from my credit card showing they made a payment to [redacted] in January. I still have not heard anything. They have slapped late fees on me and have referred me for collections.

The one tank that I used and paid $175.00 was only used for a total of 10 hours and then the fire extinguished.

There has been a complete disregard for this issue from the company, they have no system of record for customer calls or to record account information because I have to explain it every time. I have tried escalating with them and not once have I been called from a manager, they are always in meetings and cannot get to me then, or afterwards. All I want is to never have to deal with them again.Desired Settlement: I need them to give me a full tank of gas as advertised, and not one that lasts only 10 hours. They need to post the payment I made to my account, waive any late fees, and get it straightened out

Business

Response:

April 8, 2014Dear **. [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding his account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.Customer Service Manager, [redacted] was able to speak with **. [redacted] regarding his account. **. [redacted] informed **. [redacted] his $175.00 payment has been located and was applied to his account on April 4, 2014.We value our customers and apologize for any inconvenience we may have caused to **. [redacted]. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,

Review: I contacted the Amerigas office in [redacted], Va on July 3rd 2014 to let them know I needed them to come pick-up their propane tank and return money for gas already paid for in the tank because we were building a new home and no longer needed their services because of the amount of time it would take to complete the new home. They told me they would take care of it and return a phone call back to me with a pick-up date and time. I made that call to Amergas on July 3rd 2014. As of August 15th 2014 which is well over a month later I still had not gotten a return phone call from Amerigas about the pick-up date and time so I called them back and ask them why I still have their Tank on my property that I ask for them to come get and make a refund to me. The Lady on the phone put me on hold and when she came back she told me that they were not coming to get the tank until September 12th 2014. That's me storing their tank on my property from July 3rd to Sept. 12th 2014. Amerigas has charged me over the years a tank rental Fee of $100.00 and I buy their propane, so I feel I should charge them a storage rental Fee of $100.00 for me storing their tank on my property for well over two months. They told me again on August 12th 2014 that they would call me back after they talk to the boss and here it is August 20th 2014 and once again no phone call. Now I'm very upset because a friend filed a complaint with Revdex.com and Amerigas has called her and said they would come get her propane tanks on Thursday August 21st 2014 and the bad thing is she had her problem with them after me but she gets her problem taking care of first because of the Revdex.com so that's why I'm asking you to help me, thank you and I will be waiting to hear from you.Desired Settlement: I want Amerigas to come pick-up their propane tank and refund me for the propane that's still in the tank and for the same price that I paid for them to fill it. Also I want a Storage fee of $100.00 for storing the tank on my property. I can't watch them recover my propane out of the tank so how do I know that they will be honest with me about the amount that's left in the tank? I only filled up every three months so the tank should still have 65 to 70 gallons still in the 100 gallon tank. I'm hoping they will be honest about it.

Business

Response:

September 2, 2014Dear [redacted]:Thank you for giving AmeriGas L.P. (“AmeriGas) an opportunity to respond to [redacted]’ complaint regarding the removal of his tank. 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 correct he did place a call to his local district office in early July to request we pick- up his tank and issue him a refund for the remaining propane. Unfortunately we did not have the correct phone number on file for [redacted] so when we tried to return his calls to schedule his removal we were not able to reach him. Upon receipt of this letter we contacted the [redacted] family directly at the number listed and spoke to [redacted]. We were able to move up the date for the tank removal to September 2nd and spoke to her about the phone number mix-up. [redacted] confirmed the number we had on file was from 15 years ago which is why we could not get a hold of them. Upon the removal of **. and [redacted]’ tank we will weigh the tank and issue any credit due.We value our customers both past and present and apologize for any inconvenience caused to **. and [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 D.Customer 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: I cancelled service with AmeriGas nearly six months ago. I was told a rep would be by in the next few weeks to collect the empty propane tank (very large) and reimburse for unused propane. I have called twice to the local office and sent an email to the corporate office. The tank still sits in my backyard. I just want the tank removed and to be reimbursed for the unused propane. All I am asking is for the company to do what they said they would do.Desired Settlement: I just want the tank removed and to be reimbursed for the unused propane. All I am asking is for the company to do what they said they would do.

Business

Response:

From: Revdex.com of Metro Washington DC<[redacted]>Date: Fri, Jan 23, 2015 at 9:35 AMSubject: Fwd: [redacted] - Revdex.com Complaint #[redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: Amerigas Customer Advocate <[redacted]>Date: Thu, Jan 22, 2015 at 4:48 PMSubject: [redacted] - Revdex.com Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "[redacted]." <[redacted]>, "[redacted]" <[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, Haven D[redacted]AmeriGas Field Service CenterCustomer Advocacy Department###-###-####

Review: We have done business with ** propane for about 40 yrs. Around the first of this year 2014 Amerigas purchased **. We called Amerigas for a fill over the phone asked for a price of how much per gallon. They gave us a quote and we had then come out for a fill. They did not give us a bill at the fill site saying that they NEVER did that and that the bill would come in the mail. Upon recieving the bill in the mail we noticed that the price per gallon was much higher than the quote. We complained and amerigas agreed on the previous quote. At that point we decided that Amerigas would have to go. We used up the fuel and had [redacted] Propane bring us a new tank which we paid for and had some propane put in. That was on a Friday, March 14,2014. We call Amerigas on the following Monday and left a message to pick up the tank. We noticed that Monday was a national holiday so we called Tuesday for them to pick up the tank, no one answered the phone. We called them again and no one answered the phone. So we called on our cell phone which someone answered. We asked them to please pick up the tank. To date the tank has never been picked up. Today we recieved a bill for rent on the tank, 04/01/2014-03/31/2014 for the amount of $93.45. We called them this morning, complained and told them that we were filing with Revdex.com. And so here we are........Desired Settlement: no rent due remove tank from premises

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,

Business

Response:

June 3, 2014Dear [redacted]:Thank you for giving AmeriCas Propane, L. (AmeriCas) an opportunity to respond to [redacted]s complaint regarding his account and a tank removal. AmeriCas takes every complaint by its customers seriously. Therefore, upon receipt of **. [redacted]s complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.On June 2, 2014 the tank was removed from **. [redacted]s property. On May , 2014 a credit of 93.45 was applied to **. [redacted]s account. On June 3, 2014 credits totaling $345.31 were applied to the account and a refund of $199.36 was 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 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: The company has billed me a renters fee for a propane tank that they picked up last year. I hired a property manager and he had Amerigas remove the tank. In the beginning of this year they billed me for my annual tank renters fee. I called the office and spoke to an employee who stated she would resolve the issue and that I needed to contact the billing department. I then contacted the billing department to tell them the issue and they stated that they cannot do anything until the main office closes my account and erases my dept. I kept getting bills for the same charge every month with phone calls. I have talked to both departments several times to have them tell me they will resolve the issue. Today I received a letter from a collection agency stating that I have failed to pay Amerigas. I called the office again to speak to a manager and I was told he would call me back. It's been over 4 hours now and nobody has returned my phone call and I'm beyond upset. I believe this is not good business and my credit score is now being effected by their inability to do their job. This should not be this difficult and the only excuse they have is that they are unwilling to do their job.Desired Settlement: Close my account and resolve the issue. Contact the third party collection agency and notify them that your company made a mistake!

Business

Response:

May 16, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding an open 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.Operations Supervisor, [redacted], left a message for **. [redacted] to advise his account has been closed out with a zero (0) balance. We apologize for the delay in closing this account. 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 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,

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 called Amerigas to setup my new account at my address prior to moving in on Nov 8th, 2013. A 120 gallon tank was already installed and left from the previous owner; however, the tank was empty. I was told my Amerigas customer service that a safety check would be scheduled and after that was completed I would be scheduled to have the tank filled. About a month later, I still had not been scheduled for even a safety check. After 2 months and many email and phone call attempts to get something scheduled I decided to seek another propane provider. In January, I contacted another service provider and had a new 120g propane tank installed and filled in less than 2 weeks. The empty Amerigas tank was disconnected and is still sitting in my back yard. My new propane provider contacted Amerigas, as did I, to cancel my account and request them to pick up the Amerigas tank. Another 2 months later I still have not received a response to my request, nor has the Amerigas tank been picked up. I have now received a bill from Amerigas for $75.99. Two charges are itemized: 1. Item listed as “Invoice” for $39.99 and 2. An item listed as “Late Fee” for $36.00.Desired Settlement: As a consumer who did not receive any service from Amerigas. I am requesting the below:

1. Amerigas removes their tank without damaging my property.

2. Close my account as I requested back in January, with no other attempts to charge or collect any monies from me.

Business

Response:

April 25, 2014

Review: Premise: Customer operating on budget plan (fixed price, constant monthly payment, September - July) with reconciliation done at end of contract year (August).

1) Billing of incorrect amount from September 2012 - February 2013, despite repeated attempts to correct by customer, no correction was made. This caused a large balance to accrue on the customer's account, finally reconciled and paid during current contract year. Company failed to operate based on guidelines set forth in the budget plan.

2) During current contract year of September 2013 - July 2014, customer was set to pay $185 per month until the reconciliation month in August. In February, March and April of 2014, customer was invoiced $532, $532 and $407 respectively. Company stated this was based on forecast usage for remainder of contract year, although no additional deliveries of product had been made. Company would not stand by original agreement of $185 per month, but offered to reduce monthly payment to $250 per month. This was unacceptable to customer based on original budget plan agreement for current contract year. Current balance on customer account is over $1,000. Through regular budget payments of $185, customer has already paid for all propane delivered during this contract year.Desired Settlement: 1) Reduce monthly invoice amount of $185 retroactive to invoice of February 2014.

2) Adjust future monthly invoices to original agreement of $185.

Business

Response:

April 25, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding his budget payment. Upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.District Manager, Seth Miller has agreed to keep **. [redacted]’s budget payment at $185.00 for the remainder of the contract. The decision was based on **. [redacted]’s current balance of $279.51 and the amount of months remaining in the contractWe apologize for any inconvenience **. [redacted] may have experienced and trust that this response addresses his 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, [redacted]

Review: lack of service and unprofessionalism to client

[redacted], [redacted] is a senior citizen and under contract with amerigas,who contacted amerigas as contracted seven days in advance,she no longer has heat and now has been diagonios with an upper respirtortury infection.when agency was called on second occassion representative was rude and uncompassionate to client,who still has no deliverly date.[redacted]Desired Settlement: need gas a.s.a.p.and apology.for the record agent representative was not [redacted]

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.

Review: I have been having billing issue with the company since fall of last year. I am on a budget and made the budget payments that were requested. In april I received a past due and late fee, I called the local office and was told to only make my budget payment as the "past due" $303.35 was an incorrect bill and the amount would issued a credit. Another past due and late fee was received in may and I called again. No past due or late fee in June, indicating that AmeriGas had corrected the error. July was another past due and late fee, I escalated my call at AmeriGas the District Manager (Dennis S[redacted]) when that call was not received I called Customer Care back and escalated my call to the Area Director when that call was not received customer customer care sent my call to the Area Coordinator (Sally M[redacted]). In this time I requested invoices and call logs from the national Customer Care so I could try to see what went wrong with my account, I was on a budget payment and my records indicate I had paid all amounts requested, I was unable to get either of these from Customer Service. I offered to pay any balance that was due and they could provide an invoice for. No invoices were provided, random incorrect amounts were quoted.Only July 24, 2014 I received my first collections notice from [redacted], I had not been informed by AmeriGas that I was in collections.

My account used 5000 gallons of propane last winter and I will have a large "settle up" balance at the end of my contract in November. I have not disputed this fact. What I am disputing is AmeriGas is refusing to allow me to lock in a price. I have been told by the Area Coordinator that I can lock in a price, I have been contacting the District Manager (Dennis S[redacted]) and he will not lock in my price for the winter season unless my account is at 0. My account is not due to be at 0 until November 1st. I was also in a buying group and was not permitted to lock in with the group unless I paid my balance to 0.Desired Settlement: The outcome I am desiring is a fair locked in price based on the number of gallon I use.

I would also like a call from the VP of Operations (this is the next set per the AmeriGas website) explaining to me why I have spent hours on the phone and countless e-mails begging my propane company to allow me to lock in my price and trying to get out of collection and off credit hold for an account this I do not see is past due and AmeriGas has been unable to provide the information showing it is. Doing business should not be this difficult. I would also like to know if every customer that has a balance, a balance that is not past is prohibited from locking in a price, I am 100% sure this is not the case so I am confused why my account is being singled out? I would also like to know how my account can be with a collections agency without any notification from my service provider.

Business

Response:

October 24, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“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 findings.AmeriGas has been in constant contact with [redacted] regarding this matter and are working to resolve the issue.AmeriGas reasonably believes this matter is on its way to being resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill D Customer Advocacy Manager

Review: I have continually had issues with Amerigas over the course of a year period and have never had a good experienceI am on will call and prepayMeaning that when I need propane delivered, I have to call them and pay for gas before they deliverPropane isn't cheap and I have to wait until I get paid to have it delivered, and sometimes that means I call when I only have 15% or lessI called on January to have gas deliveredI was told that it would be 5-days and they ran my credit card on the 15th and the money was out of my accountToday is January and it has been days since I paid for propane that was not deliveredI called the office today and the employee that answered the phone told me that because I was on will call, I was not a priority, that I would get propane delivered when there was a truck in my areaI explained to her that I was really low on gas, and she told me "you should have called sooner", like it was my fault that they hadn't delivered yetShe also mentioned to me that it is 1-WORKING days and that I was not at the 10th day yetEven though I have seen Amerigas trucks in my neighborhood in the last daysI asked her if she could tell me when I was going to have gas delivered, and she couldn't tell me, and I asked her if I would get it within the day window and she didn't knowI realized that I was not going to get anything from her, so I thanked her for her help and hung up the phoneI am tired of being treated this way from AmerigasThis is not the first time they have told me that it's my fault that my gas was low and I needed to call earlier, not considering that coming up with $at once, is not always easy for some people.Desired Settlement: I really would like better service from this companyI also would like my propane delivered in a timely manner and to not feel like a second class citizen because I am on will call and have to prepay for propane
Business
Response:
February 6,
Dear **[redacted]:
Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to **[redacted]’s complaint regarding her service and deliveriesAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of **[redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings
After a review of **[redacted]’s account our records indicate she is a “will call”, Pay in Advance (“PIA”) customer**[redacted] needs to call her local office in advance to receive a deliveryPIA customers are advised deliveries can take five (5) to ten (10) business days to arriveCustomers are also advised to call when their tank percentage is 30%, to allow ample time for delivery
**[redacted]’s last delivery order was placed on January 15, and her delivery was made days later on January 27, Our records show **[redacted]’s previous two deliveries were both made within three (3) days’ time
We value our customers and apologize for any confusion to **[redacted]In light of the foregoing, AmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact me
Sincerely,

Review: They are trying to collect a $36 late fee per month on a $42 bill for a service I don't even use.

They are trying to collect a $36 late fee per month on a $42 bill for a service I don't even use.Desired Settlement: Remove excessive late fees and cancel my account. Don't try this usury with other customers.

Business

Response:

January 16, 2014

Dear **. [redacted]:

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

[redacted], Customer Service Representative, spoke to **. [redacted] on December 6, 2013 and advised him the $36 late fee was removed from his account. Currently, the account has a zero (0) balance and his account has been final billed.

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,

I am a 3 year customer with Amerigas/Heritage Propane and have never been billed correctly or received a charge that I didn't have to take time off to get proper resolution.
I have universally been overcharged on propane refills. The latest occurrence was for charges for refill at $3.25 per gallon. Recognizing that LP prices usually track gasoline prices (which are currently @ $2.00 per gallon) I called and after 20 minutes on the phone verified I should have been charged $2.10 per gallon (which amounted to a $100
difference)! I was told this must of occurred as the result of a glitch in the system! My concern is for the many elderly and maybe not so elderly people that get a billing and would never think to look at the cost breakdowns, etc. If this was the first occurrence I could understand but, this Co. regularly experiences "glitches" that are amazingly always in their favor! Changing LP providers is not fun but, I will be doing so and would encourage anyone else dealing with this Co. to do the same.

Review: Amerigas delivered gallons of propane which we did not orderWe insist that they come take back their propane and reverse the charge
I requested to be switched from auto-fill service to will-call service in July
On April 2014, gallons of propane were delivered to my tank without my request or approval
I initially contacted Amerigas on May after receiving an invoice for $Amerigas customer service (Kathy) apologized, admitted fault, and verified that while my request for will-call service had been recorded, it had not been implemented properly in the computer systemShe assured me that it would now be implemented and that they would send a truck to pump out the propane
I received a past due notice for the $with the date JuneWhen I called to inquire on June, the Amerigas representative (Kathy) verified that the truck had not yet been sent to pump out the propane and that she would increase the priority of the task
I followed up with a phone call later that week, I requested to speak to a managerThe manager (Eric) left a voicemail during the week of June indicating that the truck was scheduled to come pump out the tank on Monday, June
As of June the propane still has not been removed.Desired Settlement: Amerigas needs to come take back the propane which they erroneously deliveredThey have promised to do this for weeks, but it has not happened
Business
Response:
September 10,
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P("AmeriGas") an opportunity to respond to [redacted] complaint regarding the removal of gasAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of [redacted] complaint, we investigated the allegations contained therein and provide the following response based on our findings.At the request of [redacted], on June 28, the unrequested propane he received was removed from his tankA credit of $was applied to the account resulting in a zero (0) balance.We value our customers and apologize for any inconvenience to [redacted]In light of the foregoing, we reasonably consider this matter resolvedIf you have any questions or require further information, please feel free to contact me.Sincerely,Jill D

Review: Amerigas came and removed a nearly full 250 gallon tank of LP nearly a year ago. We have not been refunded satisfactorily.

In 2012, our landlord made the decision to switch from Amerigas to [redacted]. Amerigas removed our nearly full 250 gallon tank. We were issued a check from Amerigas for 294.69 dated 12/18/2012, #[redacted]. We did not cash the check because it was not the right amount. We filed a complaint with Revdex.com and were assigned #[redacted]. We received the copy of a letter from Amerigas to the Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania dated 1/11/2013. "Re: [redacted], Complaint No. [redacted]." It said we would be credited in the additional amount of 107.69. Our local Amerigas office informs us that the original check for 294.69 "was credited back to a credit card on 1/11/2013". They are unable to explain what this means. We have never had a credit card on file with Amerigas. We never cashed that check. We have now received a check for $107.70 dated 11/08/2013, #[redacted].Desired Settlement: Amerigas still owes us 294.69 and should reissue a check in that amount. Thank you.

Business

Response:

December 3, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane 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.

The original refund check for the amount of $294.69 was never cashed by **. [redacted]. On November 27, 2013, AmeriGas issued another refund check for **. [redacted].

We value our customers past and present and apologize for any inconvenience to **. [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 have discontinued service with this company in January 2014. I have called this company three times to have them pick up the propane tank that we rented from them and they acknowledged that it would be picked up. As of this date we still have the tank in our yard.Desired Settlement: I just want the company to pick up the tank as it is an eye sore.

Business

Response:

June 24, 2014Dear **. [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank removal. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.The tank has been removed from **. [redacted]’s property. We apologize for the delay regarding the tank removal.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 her concerns. If you have any questions or require further information, please feel free to contact me.Sincerely,

Review: We were in a rental unit that had metered service with [redacted]. For the three years we were there we would receive three different statements each month and the amounts would never be consistent. At one point this winter (2013/2014) we were paying nearly double what every other propane company was charging. Our Average winter bill was 6-700 per month. We turned our heat off in late March this year because we simply couldn't afford it. We received a bill for 3/21-4/21 for 19 gallons of propane, this seemed very reasonable. We called [redacted] in mid April and advised that we would be moving out on 4/26 and they needed to come read the meter on the 28th. We received our final bill from them for 42 gallons of propane used between 4/22 and 5/5. We called and we were informed that the bill was prorated and that was what we had to pay. There is NO WAY we used 42 gallons of propane and we will NOT be paying them for another 42 gallons at nearly $4 a gallon.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to pay for the actual propane used to 4/21 and I believe [redacted] should write off the remaining amount due as it is completely outrageous.

Business

Response:

June 3, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a [redacted] (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding billing. Upon receipt of [redacted]’s complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.[redacted] was billed for services through the first week of May at $4.629 per gallon. [redacted]’s landlord informed AmeriGas she is responsible for usage through April 30, 2014. District Manager, [redacted] rebilled [redacted] for usage through April 30, 2014 and reduced the rate to $3.249 per gallon. [redacted] should receive a copy of the new invoice in the next week.We value our customers both past and present and apologize for any inconvenience we may have caused to [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,

Review: I prepaid for a delivery of propane in the amount of $407.17 and was told that they had up to ten days to deliver but that they would try to expedite the order due to the fact that I was so low on the product and it is used as our sole means of cooking. On the seventh day I called to see if they knew if it had been scheduled. The woman I spoke with again said that they had up to 10 days to deliver but would not check to see if it had been scheduled. I called back and asked them to cancel order, refund the money and remove their tank. I was told then that it would take 2 - 3 weeks to refund the money. At this point they had had the money in hand for six days - they didn't need to wait to see if the funds cleared so I don't know why they would keep my money for an additional 2 - 3 weeks.Desired Settlement: That they refund the $401.17 in a timely manner - preferably the 12 hours that it took them to withdraw the funds from my account, but definitely not the 2 - 3 weeks that they are allowing themselves to keep the funds.

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: Left 2 msgs. 3/4, no return call, called CA ofc. 3/11 & Cust. Care, no response. Propane getting low. Called 3/11, still no live person.

When the tank was installed, we had issues with inspections, I worked w/them. Failed 3x. I didn't pay bill until issues were resolved. Bc of this and inconv. [redacted] credited our bill 40gals. of propane on 4/30/12 which was delivered on 11/16/2012. (ticket #: [redacted]). I left 2 msgs. week of March 4th,no return calls. I then called the CA office & spoke to Avert & he advised me that we had a balance of 148.94 from the November 16 delivery. I advised him this was a credit & was not to be charged. I then told him that we needed our second delivery. He told me to call the CS 1-800 line. I did & spoke to [redacted] & told her the entire story. 1. We have not gotten a call back on the status, nor have we gotten a delivery. We have had nothing but bad luck with this company. I have heard from other customers, both resident and commercial that they bought out with another company so they are short handed. I wish we didn't go with this company, This is not how you treat a customer. Word of mouth goes a long way.Desired Settlement: We either want some type of renumeration that is worth our time and some trust that this won't happen again or the tank pulled. Today, March 18th, I have placed a call into the Account Managers cell phone, lets see if he returns my call.

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]