AmeriGas Propane LP

Review: When I first moved in my apt, it took them over three months to get me in their system and I continually called about my bill..when they finally fixed it, I was hit with a huge bill and when I couldnt pay it all I kept getting late fee charges sometimes twice a month. I would get bills with different amounts almost daily. For instance I received a bill for say $72.00, the next day I would get a bill for $135.00 and a late fee attached of $36.00 with a threat of stopping my service. I complained for over a year that there was a smell of gas coming from my back porch into my apartment, ( the tank is right outside my porch), and nothing was done until an apartment maintenance man said something...WHEN I HAD COMPLAINED FOR OVER A YEAR. They bill me sometimes twice a month $36.00 late fees and when you cant pay those off, they charge you another late fee for not paying the late fees...I spent over an hour on the phone with ** one day, and went over every invoice I had, and she agreed with me that the billing is unfair and inaccurate. All she could suggest is to start paying online, which I now do. But now Im still getting a local paper bill, and an online bill..and NEITHER match! Ive spoken to several other tenants in my apartment building, and Im not the only tenant that they are doing this to. We have no choice but to use them because their tanks are on the property, and if we dont pay then we have no hot water..its unfair billing practices. And we have to give a security deposit of $150.00 when we move in, and I havent heard a single tenant receiving their deposit back because Amerigas ensures that they find some loop hole to refuse to give people their money back. Ive complained SEVERAL times over to the company, with no results.Desired Settlement: I want them to correct their billing, FIX the problem because someone in that company is making money off of customers that have no choice, with their unfair billing process. I want a refund for ALL the aggrivation and having to smell propane for over a year in my apartment. Thank GOD nothing happenend to me or my kids. There are 72 customers where I live alone, and I KNOW for sure they have ALL had billing issues with Amerigas.

Business

Response:

From: [redacted]

Review: On 8/28/12 I called to have my propane tank rental terminated and the tank to be picked up. I also asked about the refund of the remaining 2 and a half months and was told I had a refund of more than $18 coming.

On 10/30/12 I called to find out when they were going to pick up the tank since it had been sitting in my yard for 2 months. They said it would be on 11/14. I also asked about the refund and they said that the account would have to be reopened and a refund submitted.

On about 12/15/12 they finally picked up the tank.

In December I went to the Amerigas website and requested a status of my refund. I never got a response.

I called again in January and was told the same story about the account needing to be reopened and a refund submitted.

On about 02/10/13 I received a bill for tank rental because it was sitting in my yard beyond the time when a new year lease would be paid. I responded to the [redacted] address with a letter of the history of my problem and also noted that I constantly have issues with my bills or getting over charged for propane and having to call the office to get it straightened out on multiple occasions.

On 02/25/13 I received a bill again with a 30 cent credit ignoring my complaint that I was owed a refund of about 2.5 months tank rental.Desired Settlement: I expect Amerigas to honor what their personnel say in the office and that is to refund me the remainder of the tank rental from 8/28/12 to the end of the period.

Business

Response:

From:

Review: We constantly run out of gas and have to call for delivery.

Beginning in February of 2012 we started having issues with fuel delivery and billing issues. Between July and December of 2012 we had to constantly call because we were out of fuel to include Thanksgiving Day. Our central heat, clothes dryer and stove uses gas. We are constantly contacting Amerigas about deliveries. Last year we had the same issue with an added one where they were billing us for the drop and also for the meter. In January after coming home from the hospital with my baby that was born on December 30, 2013, we had to again call for a fuel delivery so we would be able to have heat in the house. This is an ongoing problem and again today we had to contact them for a delivery because we are out of fuel again. We really need your assistance I. Getting this resolved.Desired Settlement: We would like to be set up on a system where we are not constantly running out of gas and have to put everything on hold for a gas delivery.

Business

Response:

April 4, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding running out of propane. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.AmeriGas Distribution Manager Shelly [redacted] is working with **. and [redacted]. [redacted]s directly to solve their problem about constantly running out of propane. She has offered them a couple of different solutions and as of April 3, 2014 they are still deciding what the best option will be. **. [redacted]s indicated to **. [redacted] that he would like time to discuss the various choices with his wife. **. [redacted] agreed and will follow-up with **. and [redacted]. [redacted]s early next week to see if they have reached a decision.We value all of our customers and our sorry for any inconvenience we may have caused to **. and [redacted]. [redacted]s. It is our goal to work with them to come up with the best solution possible to avoid this situation from occurring again. Although this complaint has not been solved in its entirety we do believe we are on our way to finding a mutually acceptable resolution. If you have any questions or require further information, please feel free to contact me.Sincerely,

Review: We are on automatic pre-buy delivery and twice in the last 6 weeks, we have run out of propane. We lease the tank from them - which THEY are responsible to maintain and repair, and the fuel gauge doesn't work - even after TWO YEARS OF COMPLAINTS to the company to repair it, so we never know how much we actually have. Each time we have run out, we call and tell them we are out and each time, they refuse to give us a delivery time or even whether it will be that day. The first time we ran out, they did manage to get out 8 hours after my call. Today, I called them at 8 am to let them know we're out again, and once again was told they will be out, but not sure if they can make it today or even tomorrow or the next day. It is now 3 pm - 7 hours after I called - and still no delivery.Desired Settlement: I want the fuel gauge repaired so we can KNOW what our propane supply is. Second, I feel given the fact that I was told by their customer care division at headquarters because we are automatic delivery and are ALSO pre-buy, we should have immediate delivery upon our request. I have been told that we will be credited $25 for each time we've run out. Not satisfactory. A free full tank of fuel will satisfy me AND the guarantee should we run out again, delivery will be made within the day I call.

Business

Response:

March 18, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding her delivery. 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] received a delivery of 267 gallons on March 7, 2014. District Manager, [redacted] was also able to speak to **. [redacted] on March 14, 2014 regarding her gauge. **. [redacted] decided to wait until later in the spring to have her gauge replaced instead of having her gas pumped out to replace the gauge.

AmeriGas values our customers and truly apologizes for any inconvenience to **. [redacted]. In light of the foregoing, AmeriGas reasonably believes that this matter is on its way to being resolved. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Review: AmeriGas charges $9.99 per month simply to read its meter in addition to the cost of gas. The tank for the apartment is shared among several apartments, hence, the company is making money from each tenant on one tank. The apartment uses gas only for heating, yet AmeriGas continues to bill for a meter reading even through the summer months when no heat is being used. This see** like an unfair practice and a way for AmeriGas to make an extra $120 from me each year. Is this practice ethical from a utility company? I am not charged by the phone company or electric company for them to monitor usage.Desired Settlement: I would like for AmeriGas to stop this unfair practice. If they are legally allowed to charge for a meter reading, the reading for one tank should be split evenly among the tenants. Also, I do not believe we should be charged for readings from June through September when no one is using heat.

Business

Response:

July 16, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding her meter read fee. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.AmeriGas does charge a monthly $9.99 meter read fee to our metered customers. As a courtesy, District Manager, [redacted] has adjusted **. [redacted]’s account to receive the $9.99 fee every other month. **. [redacted] has made multiple attempts to inform **. [redacted] of the change and has left voicemail.If **. [redacted] has any other questions regarding our policies and procedures or her account, she should contact her local office at ###-###-####.We appreciate **. [redacted]’s business and look forward to continuing to provide her with service. In light of the foregoing, AmeriGas reasonably believes that this matter has been resolved. If you have any questions or require further information, please feel free to contact me.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 although I still take issue with the high amount that AmeriGas charges for its meter reading, especially considering that it is charging the fee to multiple individuals even though we all share only one tank, I will currently accept this resolution.

Review: price billed is not the price agreed upon. product not delivered in a timely manner. reps. have not been honest

For approximately 3 weeks I have been attempting to get a propane delivery. My calls to the [redacted], Maryland office have been answered with deceit, lies and misinformation.

I was told that my delivery was in the schedule but that the delivery date could not be confirmed.

On February 5, totally frustrated with customer service I spoke with [redacted] (who I was told is the manager). We discussed delivery and pricing. She told me the following:

1/ That a delivery would be made to my house on February 5.

2/ That as we spoke she was generating a delivery ticket.

3/ That the price for the delivery would be $3.49 a gallon.

When no delivery had been made by the afternoon of February 7 I called the [redacted] office and asked for [redacted]. I was told that she was not in the office but was expected back and that she would return my call then. Are your district managers not given cellular telephones? Especially during the busy winter season?

When [redacted] had not returned my call by 5:45PM I again called the office.

When questioned she could not provide an answer to why a delivery had not been made as promised.

[redacted] advised that a 50 gallon delivery would be made during the evening of February 7.

The truck showed up but I stopped the delivery at 30 gallons.

A second delivery of 42 Gallons was made on February 8, 2014. The computer generated receipt shows a price of $4.85 a gallon.

Please immediately generate a bill consolidating both deliveries at a price of the agreed price of $3.49 a gallon. Please send a copy to my e-mail address on file.

I do not appreciate being lied to. This is customer service at its worst.

Please have a member of the Amerigas management team ([redacted]'s supervisor) contact me at ###-###-####.Desired Settlement: bill as quoted @3.49 a gallon

Business

Response:

February 27, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding his delivery and price per gallon. AmeriGas takes any complaint by its customers seriously. We have concluded our investigation and provide the following response.

**. [redacted] is correct, he was promised a delivery on February 5, 2014, at a rate of $3.49 per gallon. Unfortunately, due to unusually cold weather and propane shortages, we were unable to fulfill our delivery agreement. **. [redacted] contacted his local office again on February 7, 2014 and informed his local office he had not received his delivery. Within the hour, propane was delivered to **. [redacted]. A credit in the amount of $187.71 was applied to the account to honor the $3.49 price per gallon offered to **. [redacted].

We value our customers and sincerely 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 has been resolved. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Review: Ordered propane on 10/10/14 still no delivery as of 10/31/14,no credit issues involved.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Tank filled at a reduced cost

Business

Response:

November 7, 2014

Review: The company is continuously providing false information and pushing back the date they pick up the fuel tanks at a previous address where I the costumer no longer live. There is no persons living at that address and the refund money is needed for services and use at the new address I live. This issue has lasted longer than the 90 days they have said over and over again the pick up will be, another time they have said the person who dose pickups had a death in the family and they could not pick it up. How would such a thing be allowed to hinder customer business relations?Desired Settlement: I want the tanks removed from the old address, and my refund done immediately, and all connections with this company severed.

Business

Response:

February 20, 2014

Dear **. [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.

District Manager, [redacted] informed **. [redacted] the area is currently covered in snow. For safety reasons, the path must be cleared prior to the tank removal. When a path is cleared **. [redacted] should contact the AmeriGas office at ###-###-#### to have the tank removed.

We value our customers both past and present and apologize for any inconvenience we 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: Every year Amerigas sends me a bill for the 'rental' of their gas tank which is on my property. We have not used the tank in over 7 years and have called them every year to request that they come and remove it. They tell us it is our responsibility to move it. This is something I cannot afford. The tank is rusted and beyond use and it has been for 7 years, however, they continue to send us a bill every year for the rental which usually includes a late fee since we get into a battle other the bill since we have not used their services for over 7 years.Desired Settlement: Removal of the tank.. and a refund of my past charges since the last day we used the tank. It is unethical that a company change someone each year for a tank that is obsolete and tells the homeowner that they need to remove it. Its not something that can be dug out by a shovel!

Business

Response:

October 22, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding tank rental charges. 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 17, 2014 the tank rental fee of $139.10 and late fee of $36.00 were removed from [redacted]’s account. [redacted]’s account has been adjusted to no longer generate a tank rental fees. [redacted] currently has an underground tank and will do our best to remove it as soon as possible. [redacted]’s account currently has a zero (0) balance.We do apologize for any inconvenience we may have caused [redacted] and trust this response addresses her concerns. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager

Review: Over the course of about 2 years Amerigas continually failed to correct problems on our account. We were on a budget plan with them and our payment was due on the 20th of each month. I paid my bill on or before the 20th each month while on the budget plan. Even after paying it on time I would receive collection calls and late fees. I would call and talk to someone who would tell me they didnt know why we were getting calls and late fees. They would tell me it was corrected and reverse the fees. For aprox. 8 months we would go through this routine of us paying our bill on time and getting collection calls and fees and me calling and talking to someone who would tell me they would fix it. I spent countless hours on hold and on the phone with people who never seemed to be able to correct the problem. Also over the course of about 3 years of doing business with them I called at least 3 or 4 times to request someone come out to service the propane tank. They would tell me they would come out when the weather permitted. I guess the weather didn't "permit" for the entire 3 years because they never came out to service the tank. When our contract finally ended and we switched propane companies I called to ask them to pick up their tank. It took them 3 months to pick the tank up. I saw many Amerigas trucks in our location over this 3 months but they still left the tank sitting in our front yard for 3 months. Then after they pick up the tank they send me a bill with a "service-sales order" fee of $39.99 and a "equipment rental" fee of $106.00. I called and talked to[redacted] at the local [redacted] office and he tells me this rental fee was charged in error and we met the minimum number of gallons for the year to avoid it and we shouldn't have recieved it. After then checking with his co-worker he then tells me we were charged this euipment rental fee because we only had 250 gallons delivered for the year and the minimum to avoid the fee is 335. He tells me he will "take care" of the rental fee and all I need to pay is the $39.99. So I call back 3 weeks later to pay the $39.99 and they say that I still owe the rental fee of $106.00 that [redacted] was supposed to take care of. So once again Amerigas has told me they would correct something and it was never done. This is the routine with this company, they do not follow through with what they say they will do. This company has the worst costomer service I have ever had to deal with. [redacted] in [redacted] did finally "take care" of the $106.00 like he said he would and I paid the $39.99 so hopefully I will never hear from Amerigas again. I want nothing to do with this company, they are horrible. I don't think I should have even had to pay the $39.99 because of the time I spent on the phone trying to get them to fix all the errors on our account and the fact that they never came out to service the tank, and the fact that they left the tank sit in our yard for 3 months after we asked them to pick it up. They should have waived the $39.99 just for the simple fact that I had so much trouble with them. But I am sick to death of dealing with and hearing from Amerigas so I paid it just so I will hopefully never hear from this company again. After the horrible service I recieved over the 3 years I did business with them, I think they should refund the $39.99.Desired Settlement: I think Amerigas should refund me the $39.99 "sales-service order" fee because I received such TERRIBLE service from them.

Business

Response:

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

Date: Mon, Apr 29, 2013 at 6:39 AM

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

To: [redacted]

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

From: Amerigas Customer Advocate <[email protected]>

Date: Fri, Apr 26, 2013 at 1:55 PM

Subject: [redacted] Complaint No. [redacted]

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

Cc: "[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,

Driving Customer Service Every Day

Customer Advocacy Manager

Office: [redacted]

Review: Amerigas has turned my account over for collection after I refused to pay a bogus fee. I've asked them repetitively to supply me with an agreement showing acknowledgment (AKA signature) of this storage charge. They have not been able to supply this to nor have them removed my account from a collection agency.

We also believe Amerigas has been falsely billing our account while filling others tanks. We have no proof of this other than Amerigas claimed to fill the tank when our camp was shut down for 6 months. It's not possible to use the amount of gas they claim we used when the furnaces was turned off. We just wanted this noted as we can't prove it.Desired Settlement: Remove $99.00 fee, remove account from collection and send letters to all three credit bureau agencies stating they have made a mistake and no delinquencies or collection efforts should be shown on their reports for this account.

Business

Response:

[redacted],

We are currently researching this complaint. We will respond as soon as possible.

Thank you,

Customer Advocacy Manager

Review: Overcharged for gas never ordered.

new bill for un-ordered,over-priced gas used to force me into new contract.

I think this is extortion. [redacted]:

1 year Contract for 1100 units @ $3.109/u

contract was for the period July 1st 2013 to May 31st 2014.

Then delivered 220u @$4.029 on June 24th 2014 (out side of any agreement)

Even if I agreed to buy this gas, market rate at this time was ~$3.352 according to: [redacted]

So, in effect, this bill for unwanted overpriced gas keeps me hostage to this company unless I pay the inflated price. They're tactic is to force me into a new contract to get that unwanted delivery 'adjusted' to the new contract rate.

This is not a free market should work.

I'm not sure the legal term for what is happening but I don't need to be a lawyer to know that it is wrong.Desired Settlement: I am willing to pay for the delivered gas at the contracted rate for the previous year ($3.109/unit)or at the current 'un-inflated' market price. ($3.113[redacted]

I do not wish to accept there new contract to reduce this price as I have no interest in doing business with a company that employs these deceitful tactics.

Business

Response:

September 16, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a Energy North Propane (“AmeriGas”) an opportunity to respond to [redacted]’s complaint. Upon receipt of his complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.**. and [redacted] were in a fixed price contract for the 2013-14 heating season. Their $2.99 fixed price expired on May 31, 2014. They were also on automatic delivery to help avoid run outs and the inconvenience of always checking the tank level. Automatic delivery time frames are computed by calculating the number of degree days gone by; when a certain number have elapsed (based on outside temperatures) a delivery is prompted, such is the case for the delivery in question. The delivery prior was made on March 15th in the amount of 228.5 gallons; based on our delivery formula and the degree days elapsed the June 24th delivery was right on time and the 220.8 gallons is consistent with the amounts delivered throughout the course of the season. This delivery was completely formula driven.[redacted] called on July 11th to discuss her account, the higher priced delivery of June 24th and a budget. During the call she was given the current year’s budget options and pricing. On Sept. 2 [redacted] called to confirm her budget contract was being faxed, she was informed she would need to make two payments (July and Aug.) to make the budget current. [redacted] was offered a reduction to her fixed price contract of .829 cents, which brings her price for the year from $3.109 down to $2.28 for the season; additionally her June delivery was re-priced at this rate.We value our customers and apologize for any inconvenience we may have caused **. and [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 D[redacted]Customer Advocacy Manager

Review: I have been a customer of AmeriGas since 1989. Recently had some home renovations done. They charged me $167.41 to hook tanks back up, sent me a $118.99 tank rental fee, and a $99 lock in rate fee. I asked them 2 weeks ago to come and remove their tanks(2 420lb tanks)that are FULL! They OWE me money! They sent a truck out to my home and filled my tanks AGAIN, a whole 4 lbs! And I am still waiting to hear from them! I have complained to their customer service line, the office manager called me, and yet they still refuse to pick up their tanks! I have been a customer for OVER 20 years! Asking customers to rent their tanks, that I store on my property for them, and buy their gas, for over 20 years? Charging a lock in rate to "LOYAL" customers for over 20 years? "NO"!....I will find another provider....I want their tanks off my property and I want to be refunded the money for the gas in the tanks...but they continue to ignore me.Desired Settlement: Pick up my propane tanks....and refund me my money for the gas that I have paid for in the tanks (that are FULL)!

Business

Response:

August 29, 2014Dear [redacted]Thank you for giving AmeriGas L.P. (“AmeriGas) an opportunity to respond to [redacted]’s complaint regarding her account. AmeriGas takes any complaint we receive seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.The tank which was located at [redacted]’s residence was picked up on August 21, 2014. A refund check was issued to [redacted] in the amount of $564.44 on August 28, 2014. [redacted] should allow one (1) to two (2) weeks to receive her refund check.We value our customers both past and present and we do apologize for any inconvenience causedto [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:

[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:

Review: We moved from [redacted] VA [redacted] to [redacted]. The gas tank was full, so I contacted AmeriGas and spoke with Elizabeth on May 7, 2014 to: 1) notify them we had moved, 2) cancel our contract (account no. [redacted]), 3)request a refund on the unused gas, and 4) return our leased tank. I was told they would refund the unused gas amount and since new owner would most likely call and put it in their name, they would cap it off for them. Called and spoke with Elizabeth again on June 4, 2014 about not receiving refund on gas. Said she had given it to Jennifer to put on schedule and would give it to her again so they would come out, measure unused gas and then refund would be coming. Called and talked to Jennifer on July 2,2014 and was more firm about them refunding my money. Jennifer said she put it on schedule for 1st of next week, which would have been week of July 7th. To date, we have not received our refund and it is August 4th, 2014.Desired Settlement: I would just lake AmeriGas to remove the tank and refund my money for unused portion of gas in tank. Since we paid a higher price on the gas per gallon when the tank was last refilled on October 11, 2013, we would like to have the unused portion repaid at the original price we paid, which I am sure they have on file. Gas prices are now much lower.

Business

Response:

August 29, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank pick-up and 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.Upon receipt of [redacted]’s complaint, AmeriGas District Manager, Clyde E[redacted] called and spoke with [redacted]. Mr. E[redacted] apologized for the delay in picking up her tank and issuing her a refund. [redacted]’s tank was picked up this week and we are currently processing a refund. [redacted] will receive her refund check within the next two (2) weeks.We value all of our customers both past and present and apologize for any inconvenience we mayhave 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,J?ll DCustomer Advocacy Manager

Review: AmeriGas has repeatedly charged me a $735 fee, without exact explanation as to what it is for, other than it relates to the installation of my tankless hot water heater. The charge first appeared approximately one year after the hot water heater was installed. AmeriGas has twice removed the charge, but after charging me a third time, they stated that it needed to be paid and would not (once again) be removed. I stated that I would not pay the charge, and the fee would need to be removed from my account before I made any more payments for the natural gas that was being delivered to my house. After repeated attempts to get the charge removed, AmeriGas sent my unpaid bills to collections. I have now spent (once again) the last week making phone calls to their customer service representatives in [redacted], VA to no avail. I have submitted documentation to [redacted] at that office location, but have yet to hear from any supervisors, nor has the charge been removed.

Below is the list of payments that is currently available to me in my online account access. I’m assuming that all of the charges following the $735 charge on 2/15/2013 have been sent to collections, as I have refused to make any payments since being charged (for a third time) that $735.

All of the charges relating to the installation of the [redacted] water heater, the necessary plumbing & accessories, as well as the LP bottles and initial gas delivery totaled $2267. I have paid this amount.

The total due for my contract written by [redacted] was $2689.50. This invoice included a rebate of $700 for the [redacted] water heater. This invoice does not include the $200 credit that was applied to my account for the numerous cancelled and rescheduled service appointments regarding the installation, that were all the fault or failings of AmeriGas to order the correct equipment, or any equipment at all.

Why am I being charged an additional $735? Why did it take a year before I was charged this $735? Why was I charged twice AGAIN within the next year AFTER the first charge was found to be erroneous and removed? How does AmeriGas justify waiting over a year to charge me for something that AmeriGas can not justify or explain? The third charge was almost a full TWO YEARS after the installation work was completed. How does AmeriGas justify these repeated charges?

Bill Description

Due Date

Billed Amount

Scheduled

Status

Payment Method

Other receivables [redacted] of 06/21/2013

Jul 21, 2013

$ 1,363.12

$ 1,363.12

Paid

Other Payments/Settlements

Credit memo [redacted] of 07/18/2013

Jul 18, 2013

( $ 1,363.12)

( $ 1,363.12)

Paid

Other Payments/Settlements

Credit memo [redacted] of 06/21/2013

Jun 21, 2013

( $ 366.32)

( $ 366.32)

Paid

Other Payments/Settlements

Late Fees & Fin Chgs 0602165705 of 05/17/2013

May 17, 2013

$ 36.00

$ 36.00

Paid

Other Payments/Settlements

Invoice [redacted] of 03/26/2013

Apr 25, 2013

$ 321.33

$ 321.33

Paid

Other Payments/Settlements

Late Fees & Fin Chgs [redacted] of 04/17/2013

Apr 17, 2013

$ 36.00

$ 36.00

Paid

Other Payments/Settlements

Invoice [redacted] of 02/22/2013

Mar 24, 2013

$ 294.91

$ 294.91

Paid

Other Payments/Settlements

Late Fees & Fin Chgs [redacted] of 03/18/2013

Mar 18, 2013

$ 36.00

$ 36.00

Paid

Other Payments/Settlements

Invoice [redacted] of 01/26/2013

Feb 25, 2013

$ 270.20

$ 270.20

Paid

Other Payments/Settlements

Invoice [redacted] of 01/16/2013

Feb 15, 2013

$ 735.00

$ 735.00

Paid

Other Payments/Settlements

Above is the THIRD time that Amerigas has attempted to charge me an UNNECESSARY $735, with no explanation as to why I owe this money. Also, AmeriGas states that the two previous times I was charged and the charged was removed were “mistakes on our part”.

Invoice [redacted] of 12/31/2012

Jan 30, 2013

$ 134.87

$ 134.87

Paid

Credit Card **/[redacted]

Invoice [redacted] of 12/11/2012

Jan 10, 2013

$ 173.30

$ 173.30

Paid

Credit Card [redacted] I believe that this $36 credit below, is a refund for the SECOND time I was incorrectly charged $735. I remember this appeal taking much less time to finalize.

Credit memo [redacted] of 12/19/2012

Dec 19, 2012

( $ 36.00)

( $ 36.00)

Paid

Other Payments/Settlements

Late Fees & Fin Chgs [redacted] of 12/11/2012

Dec 11, 2012

$ 36.00

$ 36.00

Paid

Other Payments/Settlements

Sometime around 11/2012 (I believe) I was charged the $735 charge for the SECOND time, but this does not currently show on my account. Only the final (third) charge currently shows.

Invoice 3012244733 of 11/08/2012

Dec 8, 2012

$ 93.28

$ 93.28

Paid

Credit Card [redacted]

Invoice [redacted] of 09/21/2012

Oct 21, 2012

$ 103.60

$ 103.60

Paid

Credit Card **/[redacted]

These following two $36 credits are from the FIRST time AmeriGas attempted to charge me the $735 fee, and removed it from my account after admitting that it was a mistake. This took me numerous months to get corrected, hence multiple late fees charged.

Credit memo [redacted] of 08/07/2012

Aug 7, 2012

( $ 36.00)

( $ 36.00)

Paid

Other Payments/Settlements

Credit memo [redacted] of 08/07/2012

Aug 7, 2012

( $ 36.00)

( $ 36.00)

Paid

Other Payments/Settlements

Late Fees & Fin Chgs [redacted] of 07/04/2012

Jul 4, 2012

$ 36.00

$ 36.00

Paid

Other Payments/Settlements

Late Fees & Fin Chgs [redacted] of 06/04/2012

Jun 4, 2012

$ 36.00

$ 36.00

Paid

Other Payments/Settlements

Invoice [redacted] of 05/05/2012

Jun 4, 2012

$ 98.22

$ 98.22

Paid

Credit Card **/[redacted]

Credit memo [redacted] of 05/30/2012

May 30, 2012

( $ 56.54)

( $ 56.54)

Paid

Other Payments/Settlements

Credit memo [redacted] of 05/29/2012

May 29, 2012

( $ 36.00)

( $ 36.00)

Paid

Other Payments/Settlements

Late Fees & Fin Chgs [redacted] of 05/05/2012

May 5, 2012

$ 36.00

$ 36.00

Paid

Other Payments/Settlements

Invoice [redacted] of 03/06/2012

Apr 5, 2012

$ 558.30

$ 558.30

Paid

Other Payments/Settlements

3/2012 - incorrectly charged $735

Invoice [redacted] of 12/24/2011

Jan 23, 2012

$ 354.00

$ 354.00

Paid

Other Payments/Settlements

Other clearing COUPON of 12/27/2011

Jan 23, 2012

( $ 50.00)

( $ 50.00)

Paid

Other Payments/Settlements

All of the charges below relate to the initial installation of the LP tanks, and the [redacted] tankless water heater.

Invoice [redacted] of 03/11/2011

Apr 10, 2011

$ 247.69

$ 247.69

Paid

Credit Card **/[redacted]

Invoice [redacted] of 02/26/2011

Mar 28, 2011

$ 1,025.00

$ 1,025.00

Paid

Credit Card **/[redacted]

3/18/11 - Spoke w/ Ray @ 14:20

Was given $200 service credit (see below) for numerous cancelled & rescheduled appointments.

Credit memo [redacted] of 03/22/2011

Mar 22, 2011

( $ 200.00)

( $ 200.00)

Paid

Other Payments/Settlements

Invoice [redacted] of 01/30/2011

Mar 1, 2011

$ 444.62

$ 444.62

Paid

Other Payments/Settlements

Down pmnt received [redacted] of 01/04/2011

Jan 4, 2011

( $ 550.00)

( $ 550.00)

Paid

Other Payments/SettlementsDesired Settlement: I would like this charge to be removed, and a written explanation as to why this $735 fee was charged in the first place, as well a written letter stating that this charge will not be never again applied to my account. Also, because I have no faith in the business integrity of AmeriGas, due largely in part to their repeated major billing issues, I want to be released from my contractual agreement to continue as a customer of AmeriGas.

Business

Response:

December 26, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding a recurring charge to his account. AmeriGas takes any complaint by its customers seriously and upon receipt of your letter, we reviewed **. [redacted]’s account. We have concluded our investigation and provide the following response.

[redacted], AmeriGas District Manager for our [redacted], VA office, has been in contact with **. [redacted] in reference to the $735.00 charge that keeps appearing on his bill. Although the reason for the recurring charge is still under investigation, we have credited back his account for the $735.00 charge and three (3) late charges (at $36.00 each). This total credit in the amount of $843.00 was applied to his account on December 3, 2013. **. [redacted] also assured **. [redacted] that we will have this billing problem solved and will inform **. [redacted] of the reason for the error. This resolution seemed satisfactory to **. [redacted].

We value our customers and sincerely apologize for any inconvenience we have caused to **. [redacted]. We trust that this response addresses his concerns. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Review: We changed propane gas providers due to very high prices [redacted] Gas was charging. Our new provider removed the [redacted] tank and installed their new tank. At that point they offered to deliver the tank back to [redacted]. [redacted] declined and said they would pick it up themselves.They indicated they would do so in a couple of days, gauge how much gas was in the tank and credit our account. When it had not been picked up in a week I called and inquired and after several conversations was told it would be picked up on Tuesday of this week.It is now Thursday and when I called today they seem to have no clue why it wasn't picked up and indicate they will call me back with information when it may be scheduled. In the meantime I have a very unsightly very large propane tank in my yard for two weeks with no idea of when it may be removed.Desired Settlement: I need to have this tank removed immediately.

Business

Response:

April 10, 2014Dear **. [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted] complaint regarding a tank removal. 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.On April 1, 2014 the tank was removed from **. [redacted] property. On April 3, 2014 a credit of $485.76 was applied to the account and a refund of $114.04 was issued. **. [redacted] should allow a couple weeks for the refund to arrive. **. [redacted] account was final billed with a zero (0) balance.We value our customers both past and present 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,

Business

Response:

From: [redacted], [redacted] <[redacted]>

Date: Fri, Apr 11, 2014 at 1:03 PM

Subject: [redacted] - Revdex.com Complaint #[redacted]

To: "[redacted]" <[redacted]>

Dear [redacted],

My apologies, I have corrected the case number on the [redacted] complaint.

Customer Advocacy Department

AmeriGas Field Service Center

###-###-####

###-###-#### Fax

Review: Our 500 gal propane tank ran out of gas and after a month of repeated request and agreements to fill the tank we gave up and called on 3/14/14 to request that the tank be removed and our account closed. After multiple additional calls to get our tank removed and account closed it we received a bill for a service we did not receive. On 4/16/14 I talked to Sherry at AmeriGas and she told me the tank would be removed on 4/18 and that she would correct the invoice and I did not need to pay it. On 5/20/14 I received a past due notice in the mail and ~12:25pm I called AmeriGas and asked for a supervisor. I talked to Sandy. she said the computer was slow, she needed to pull up my account, and she would call me back. At ~12.55pm she called back and told me all charges had been removed and I did not owe anything. On 9/26/14 I received a collection letter from [redacted] representing AmeriGas related to this same invoice.Desired Settlement: I would like AmeriGas to correct their billing error as they have told me twice they would and send me a letter stating that it has been corrected. I would also like a letter from [redacted] stating this matter has been closed.

Business

Response:

October 20 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding billing. 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.In September, [redacted] received a past due invoice for tank rent. The tank rent invoice has been reversed and [redacted] received a refund in the amount of $66.15. The refund check was issued on September 29, 2014 and his account was closed out with a zero ($0) balance.We value our customers both past and present and apologize for any inconvenience caused to [redacted]. In light of the foregoing, we reasonably consider this matter resolved.Sincerely,Jill DCustomer Advocacy Manager

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: Amerigas bought out my original gas company [redacted] Gas. I needed a fuel refill so I ordered gas from Amerigas. They would not give me a day of delivery or a timeframe, I work 50 to 60 hours a week so I had them deliver the gas whenever they could. My not being home when delivered they locked the tank. I called to have tank unlocked. They set up a date just after last Christmas. The technician arrived and did his pressure check and checked everything out. I received 2 workorders for his completed work. There is no indication there was any charge for this, I have the receipts. I called back about the 150$ additional charge. They said I was quoted this charge over the phone when I set up the appointment, this is not true. This went to collections because I refused to pay. Finally I decided to try to resolve this issue and get my gas service going again. Talked to a manager and he said he would "discount" what I really never owed anyway. I got a call back from Amerigas and they quoted me for 200 gallons and my past due amount it would be almost 1100$. She said propane is really expensive right now so they said it would be 3.49$ per gallon. I researched this and found this to be untrue. I found a company that would fill me for 1.69$ per gallon and 2.09$ per gallon after. I went with new company and now want the Amerigas tank removed. Of course they said it is 40$ to pick tank up. I said I never signed anything of the kind. [redacted] Gas was the original propane provider when I moved in here. I've tried to resolve this and the price gouging was more than I could take. I cant believe how many falsified charges Amerigas tried to levy on me.Desired Settlement: I would like the unfounded charges removed from my credit report and their tank removed from my property. I would also advise Amerigas to work on customer service, their [redacted] branch is incredibly rude.

Business

Response:

Dear **. [redacted]:

Review: Amerigas delivered a tank of propane after I called and said do not bring anymore in which they raised my budget plan which I couldn't afford I continued to make my monthly payments that we agreed to before they made the mistake and brought another truck and filled it up after I told them no and raised my rates which I couldn't pay so they turned it over to a collection agency. Now our credit is going to be affected from there mistake. They need to go back to the orginail agreement and take us off the collection notice since this wasn't our fault.Desired Settlement: I wan't our names off of the collection due to their error and back to the payments we agreed to .

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:

August 25, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]n’s complaint regarding her account. AmeriGas takes any complaint we receive seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted] called her local AmeriGas office on January 23, 2014 to have her account changed to a will call account. Simply stated, [redacted] has to call her local AmeriGas office to schedule a delivery allowing seven (7) to ten (10) business days to receive a delivery. When [redacted] called to change her account, there was already a delivery order scheduled for her since her account was set up as a forecast customer; an automatic delivery account.[redacted]’s account was set up on an AmeriGuard agreement, which is one of our budget payment plans. When a customer chooses to take part in one of our budget payment plans, a monthly payment amount is calculated. They are required to pay the monthly payment amount for the contract Term regardless of their running account balance. Periodically, as stated in the agreement, we will review the monthly payment amount and make adjustments as needed to avoid a large settle up at the end of the Term. [redacted]’s budget amount was calculated the start of the contract start in September 2013 with a monthly payment of $117.00. Paragraph six (6) of the AmeriGuard contract states, “AmeriGas will periodically review my actual propane usage, and it reserves the right to adjust my monthly payment to account for changes in usage.” [redacted]’s monthly payment amount increased to $189.00 when her account was reviewed and increased again to $343.00. [redacted] is requesting to be placed back on her original monthly payment amount but [redacted]’s contract expired June 30, 2014.Currently, [redacted] has an account balance of $556.84. In order to stop receiving monthly late fees on her account, [redacted] should contact her local office, ###-###-####, to set up a payment plan.We value our customers and apologize for any inconvenience caused to [redacted]. If you have any questions or require further information, please feel free to contact me.Sincerely,J?ll D Customer Advocacy Manager

Review: The Company owned my 500 gal propane tank. This year I ran out of propane and called the Company and they told me my tank should still be about 60 % full. (They do this based on weather temp days.) The woman asked me to check the meter on the tank and it showed no propane. We have had our thermostat set at 68 degrees all year. When they came to refill the tank it had a broken shut off valve which had to be replaced. By my calculation I lost over 250 gallons of propane. I called the Company and asked what they would do regarding my loss. They offered me 15 gallons in settlement.Desired Settlement: I think the Company should at least replace 200 gallons of propane which could only have been lost through the malfunction of their equipment.

Business

Response:

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Wed, May 7, 2014 at 9:31 AM

Subject: Fwd: [redacted] - Revdex.com Complaint #[redacted]

To: [redacted] <[redacted]>

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

From: Amerigas Customer Advocate <[email protected]>

Date: Tue, May 6, 2014 at 4:13 PM

Subject: [redacted] - Revdex.com Complaint #[redacted]

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

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

Dear **. [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,

Customer Advocacy Department

AmeriGas Field Service Center

###-###-####

###-###-#### Fax