AmeriGas Propane LP

Review: I have had a contract with Amerigas since 2005. On Jan 29th 2013 we called to inform them that we had run out of gas. We were told that it would be 3-4 business days. On Feb 5th (5th business day) we called back and were told it would actually be 10 business day. We called on Feb 10th to get an estimated delivery date and we were told that they could deliver by Feb 12th but someone would need to be at the house all day. We were were at home all day waiting. No delivery was received. We called back on the 13th and were told very indignantly that they were not going to risk having their 200,000$ vehicles on a delivery because it started to snow at 5pm! We called back on the 13th and cancelled our service. It was snowing a lot this day and an hour after our contract had been cancelled the delivery truck showed up. So then we get a bill in the mail for the delivery charge, which states for the 13th of Feb. On April 30th when we call to dispute the charge they tell us it is for the disconnection and pick up charge for our tank! That is not what our bill said and secondly all they had to do was pick up the tank our other company disconnected the tank. After an argumentative conversation that did not resolve our complaints I called back to inform them that we had contacted their corporate office and the Revdex.com. That is the only time that we have been able to get a good response and appropriate customer service from this company.Desired Settlement: Our account has been credited the charge for the fees that were charged.

Business

Response:

May 20, 2014Dear **. [redacted]:Thank you for giving AmeriGas L.P. (“AmeriGas) an opportunity to respond to [redacted]’ complaint regarding her account. 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] contacted his local AmeriGas office on February 12, 2014, requesting the date for his delivery. At the time, there were not any notes on the account showing a delivery request. The AmeriGas delivery representative attempted to make a delivery on February 13, 2014 but the delivery was refused. **. [redacted] had already cancelled the delivery request. **. and [redacted]. [redacted] were charged a tank removal fee of $39.99. In good faith effort we removed all fees and closed out the account with a zero (0) balance.We value our customers both past and present and we do apologize for any inconvenience we may have caused **. and [redacted]. [redacted]. If you have any questions or require further information, please feel free to contact me.Sincerely,

Review: For years, we've had trouble getting consistent delivery. Despite being on their automatic delivery system, we've frequently had to call when our tank was empty or nearly empty to get it filled. This time, we noticed it was below 10% and called for service. Eric, who answered the phone, told us that he didn't know why we didn't get the delivery that was scheduled on 9/11/14, and that he'd get a truck out to us right away. He confirmed that our service included cooking and hot water. The next day, no truck. We called back, and Eric put me on hold to speak to the driver, James, who was in the office at the time. He said he would find out what happened and would call me back. Instead of calling me, he called my husband, and said a truck would be out right away, and contradicted himself from the day before, saying only cooking was listed as our reason for using propane . At this point, we weren't doing laundry for fear of running out of hot water and eating cold meals so we still have hot water to wash our hands.

No truck arrived, so I called for emergency service. They assured me I would get delivery right away, and that we would hear back from the driver within an hour and a half. After two hours, I called back again, only to be told that the driver was notified, but for whatever reason he didn't contact me. I then got a call from the driver, James, approximately 15 minutes later. He called from phone # ###-###-####. He proceeded to argue with me about whether or not I needed service, interrupted me several times, and told me I didn't need delivery. He also told me that they would charge me $160 if they even came out and checked. He confirmed that he was in the office with Eric and simply had refused to deliver our propane. When I insisted on delivery, as per our service agreement, he said he would have to talk to his district manager and hung up. I received a call from the district manager Ron approximately 20 minutes later, in which he said that he understood that I was upset, and said he'd get it taken care of that night. I tried to talk to Ron about my other issues, but he cut me off, saying that he could only take care of one thing at a time.

A delivery driver named Tim then rang our doorbell at 10:30 pm to tell us he didn't have the right equipment and we'd have to wait. He drove away, and we've had no contact from Tim, James, Eric, or Ron since. Our tank has still not been filled. So today, my husband called them again, and Ron said they didn't think we still wanted the service. We have again been promised that it will be taken care of.

To recap:

1) automatic delivery that doesn't come automatically

2) Polite but uninformed staff

3) Lack of communication between staff and driver

4) outright refusal and possible extortion from the driver

5) Unfounded excuses for failure to deliver as contracted

6) requiring the client to beg for service as contractedDesired Settlement: At this point, if Amerigas wants to keep our business, we will need them to comp this delivery, and it will need to actually show up. This kind of treatment is beyond the pale.

Business

Response:

October 17, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a delivery. 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, Ronald M[redacted] was able to speak with [redacted] to resolve this matter. A delivery was made to [redacted]’s property at a considerable lower price per gallon. [redacted] will also receive a lower price per gallon for this upcoming heating season. Mr. M[redacted] also informed [redacted] he would do his best to address this issues that have occurred.We value our customers and apologize for any inconvenience we have caused to [redacted]. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager

Consumer

Response:

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

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

Regards,

Review: 10 year customer of [redacted] in [redacted], MI (now Amerigas)

After the merger with Amerigas, so I'm told, our budget plan was terminated.

A new plan was written, so I'm told again, but never mailed.

After months in the summer of no bills, assuming we had a credit on our account to roll over to the fall, a bill was received stating we owed almost $1,000.

After paying the bill, we received delivery of propane and proceeded to pay a monthly amount of $288.00, equal to our original budget plan. We asked [redacted] to change us over to our original budget plan, but were told they couldn't. We were told just to call after each delivery to have the invoice adjusted to allow budget payments without a price-per-gallon guarantee. Then we were no longer able to pay part of the invoice, our service was suspended. Today I received a notice that our account had been sent to collections.

I just don't get why a 10 year old account with a customer paying $288.00/mth on bills less than $1,000 would end like this.Desired Settlement: Refund of Late Fees associated with our account starting this year (2014).

No further service charges, pump out etc.

Business

Response:

April 8, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond again to [redacted]’s complaint regarding his account. Upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.On May 26, 2013 a fixed pricing contract (AmeirGuard) was mailed to **. [redacted], but was never signed and returned, therefore he did not receive a fixed price for the year. On December 17, 2013 **. [redacted] contacted our Emergency Call Center (“ECC”) and his message was forwarded to his local office. The local office District Manager, [redacted], returned **. [redacted]’s phone call on December 17, 2013 and left a message which was not returned. **. [redacted] contacted the ECC again on February 27, 2014. The local office proceeded to leave another message for **. [redacted] informing him we were unable to place him on a contract at the time, but could place him on a payment plan to help assist with his balance. **. [redacted] was later able to speak with **. [redacted] to explain why we were unable to place him on a contract. **. [redacted] also informed **. [redacted]’s she could set up a budget plan for the next heating season in June/July.Collection letters were sent to **. [redacted] because he did not settle his budget balance for the previous contract, which ended April 30, 2013. The balance was $997.43 and was not paid off until November 1, 2013.Please let this letter serve as notice that **. [redacted] is willing to credit **. [redacted]’s account $.30 per gallon for his last two deliveries and remove the late fees from his account. If **. [redacted] accepts this offer he will need to contact his local office at ###-###-####.We apologize for any inconvenience **. [redacted] may have experienced and trust that this response addressed the allegations in his complaint. If you have any questions or require further information, please feel free to contact me.Sincerely,

Review: I am a 14 year customer of Amerigas Propane and participate in their automatic refill program where they come out to fill our tank throughout the year. My home ran out of propane overnight (2/27-2/28) which should not have happened under this planned refill program. I called there national emergency number and was told to wait for a call from the driver who would deliver to my home. After 2 hours without a response, I called the local number and was told it could be another 8-10 hours before I received a delivery. In the meantime I need to take a day off of work to stay home and run a kerosene heater to prevent the temperature in my home from going into the 40 degree temperature range.Desired Settlement: As a long time customer I want an apology from the company along with a discount on my next delivery for the disruption in this critical service and loss of a day of my time.

Business

Response:

March 19, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding running out of gas. AmeriGas takes any complaint by its customers seriously and upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

A recent review of **. [redacted]’s account indicates that he is a forecast customer. As a forecast customer, delivery tickets are automatically generated based on a number of factors, such as degree days and the customer’s annual usage, resulting in the scheduling of an automatic propane delivery. Unfortunately, we were unable to get a delivery to **. [redacted] prior to February 28, 2014 due to an increase in customer demand and he ran out of gas. However, **. [redacted] did receive a delivery the same day he ran out of gas (February 28th).

We value our customers and sincerely apologize for any inconvenience we have caused to **. [redacted]. As a courtesy, AmeriGas issued a $100.00 coupon to **. [redacted] which was applied to his account on March 18, 2014.

We trust this response addresses **. [redacted]’s 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: We notified Energy North on 9/16/14 we changed suppliers and to have there tank removed from our yard. 10/9/14 still sitting in our yard, 500 gl tank

When talking with a representative they said the earlies they would be out is 10/3/14. Called on 10/3/14 and they told us they never said a date and they would remove it when they get to it. This is a 500 gallon tank that has been sitting on out yard for 23 days. I think we have been more than patient with this company.Desired Settlement: Remove the tank for our yard.

Business

Response:

October 17, 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 regarding tank removal. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of his complaint, we investigated the allegations contained therein and provide the following response based on our findings.In addition to this letter [redacted] was also in direct contact with his local District Manager Michael S[redacted]. Mr. S[redacted] has informed me this matter has been resolved and that [redacted]’s tank was picked-up on October 11th.We value all of our customers both past and present and apologize for any inconveniences we may have caused [redacted]. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.

Review: We have a propane tank that provides our heat, hot water and dryer in our home and had previously been serviced by [redacted] Natural Gas with no incident. They were bought out by AmeriGas recently and since this company has taken over, we have run out of propane on at least four occasions. Last month, we spoke with a local representative and she assured us we would be placed on automatic refill and we would not run out of gas again. Literally the next week we ran out of propane as no serviceman ever showed up. We were forced to call the national number again, wait on hold for over 45 minutes, and have someone come out to fill our tank late one night. The regular serviceman showed up three days later to fill our tank and had no clue we had to call the emergency line to get it filled. Once again this evening, on one of the coldest nights of the year, we ran out of propane and thus heat again. We were forced to call the national number again and waited for over 140 minutes before someone picked up the phone! Once hearing our situation and checking her books, she promptly informed us that the local serviceman was "over his hours" and could not come out. We asked to speak with a supervisor who was less than helpful and reiterated the same information. They refused to call in another employee from a different service location or do anything. We have two small children and it was already 64 degrees in our home. They could have cared less! They made no effort to make accomodations or help us in any way. It was a horrible customer service experience and we felt as though their staffing issues became our problem as clearly they did not honor the automatic refill agreement nor the emergency refill request. We were forced to stay in our freezing home with no hot water until the next day when we could speak with the local office and get someone out to fill our tank. We are extremely disappointed in this company's customer service and phone wait time was beyond belief. Unfortunately, we are at their mercy.

Product_Or_Service: Propane gas

Account_Number: Acct No. [redacted]Desired Settlement: I want them to provide a refill on our propane tank free of charge and guarantee to honor the automatic refill agreement going forward so that we are not forced to go through the horrible experience we did this evening with such poor customer service in a cold house. I think that is the LEAST they could do to rectify their poor staffing situation and horrible customer service.

Business

Response:

January 21, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding running out of gas. Upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.

Customer Service Representative, [redacted] spoke with **. [redacted] on January 20, 2014 and **. [redacted] agreed to become a fixed cycle customer, receiving a delivery once a month. AmeriGas strongly feels this resolution will stop the out of gas from occurring. **. [redacted] also applied a $25 out of gas credit to **. [redacted]’s account. **. [redacted] was satisfied with this solution.

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

Sincerely,

Review: I terminated gas service with Amerigas. They charged me $42 dollars to pick up their tank which I have paid. They said I OKed those charges but can not produce a signed statement where I agreed to those charges.Desired Settlement: Get the word out that Amerigas gouges people

Business

Response:

**. [redacted],

Review: We rented a small propane tank from Amerigas for our fireplace. The fireplace no longer works, and when they attempted to bill us for another year of tank rental I called local customer support in June, 2012 to ask them to retrieve the tank (which was full at 80 lbs). I was told that it would take some time, but that they would pick up the tank. I received another bill in June, 2013 since they had not picked up the tank. I called the local customer service number and was told that their was someone in our city that Friday who would pick it up. I was also informed that they would refund us at the average propane price, since they had changed computer systems and I could not locate the 2011 bill. In late July, I called the national customer service number, and was told that they would call the executives in Ohio and have us placed on the expedited list. They also said that the executives still did have access to the old pricing information for us, and could get the proper price. When the tank still had not been picked up in late August, I called the local customer service yet again. They said we were on the expedited list, but had no idea when they would pick up the tank. The tank now reads 65 lbs, down 15 from the original -- so it apparently is to their advantage to wait and not refund our money.Desired Settlement: I would like them to retrieve their tank and refund our money at the appropriate price.

Business

Response:

September 23, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding a problem he has had trying to have his tank removed. Upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

**. [redacted] is correct he did request to have his tank removed in June of 2012. Unfortunately, we did not follow-up with his request and consequently he received another bill for tank rental in June of this year. Upon receiving this letter we have since removed his tank and will be issuing **. [redacted] a refund for 99.2 gallons at a price of $2.00 per gallon.

We value our customers 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: I receive Propane service for my fireplace and requested the company contact me one day in advance prior to delivery so I could manage my finances as I am retired. On Tuesday the 30 of September I returned home to find out that the company had filled my gas cylinder with 83.7 gallons of propane although they never contacted me as requested and the invoice clearly stated for them to contact me a day in advance. I called the service and they questioned me why they had to notify me, and I explained the situation. They stated the driver was new, previously used explanation, and they stated the bill could be broken down into four payments. I said this would be fine, but the next day when I checked the statement they required payment in full by the 30 of October.Desired Settlement: I request that the bill be broken down into 4 payments as agreed and the company send me a formal letter of apology.

Business

Response:

October 13, 2014

Review: Canceled service with company (converted to natural gas) and company scheduled a pickup date (July 10,2014) to remove a 500 gallon tank. Company did not pickup on the 10th. Called back at end of July and company rescheduled for August 6th. I was out of town on a business trip when they came to my house. When I returned I discovered that they not only took the 500 gallon tank, which belonged to them, but also took my 100 (22 gallons)pound tank and regulator and tubing. This tank was also full as I had used it for a back up fuel source. I purchased the 100 pound tank back in 1992 or 1993 to heat my utility room as a back up heat source. I converted my house over to propane as a primary fuel source for heating and hot water in 1999 or 2000 and established service with [redacted]Desired Settlement: Return my 100 pound tank with regulator and tubing.

Business

Response:

October 13, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding his tank. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of his complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted] and AmeriGas District Manager Milt D[redacted] have been in direct contract regarding his complaint. [redacted] is indeed the owner of the tank in question, however prior to returning the law dictates we would have to recertify the tank and bring it up to code. Mr. D[redacted] explained to [redacted] the work and costs that would be associated with this and they agreed since [redacted] was no longer in need of the tank that it would be more beneficial for him to leave the tank with us and because we did mistakenly remove the tank Mr. D[redacted] is having an AmeriGas Grill Cylinder delivered to him free of charge.We value our customers both past and present and apologize for any inconvenience we may have caused [redacted]. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager

Consumer

Response:

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

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

Regards,

Review: I am writing in regard to Heritage Propane (Amerigas) located in [redacted], NC (###-###-####). After numerous years where they would not (1) provide consistent delivery of propane even though we paid our monthly balanced billing amount, (2) could not provide clear monthly statements even though we were on monthly billing, (3) would not be able to maintain on file the monthly balanced billing agreement that we sent each year, Heritage Propane then (4) discussed our bill with our landlord without our authorization, and (5) placed our neighborhood at risk by having an unqualified driver try to deliver propane in inclement weather and ended up having the propane truck left unattended in the road for a period of three days, we finally gave up and asked our landlord to contact another propane provider where we will now switch our propane service.

We are now in the position of having waited for a period of over a month for Heritage Propane to retrieve their old tank so that we might (1) have a new tank from another company put in its place and (2) be refunded for the gas remaining in the tank. Each time I call I am told to have the new company "just place it out of the way" with no plan for retrieving ever offered.Desired Settlement: Have them come get their tank, and give us our refund. I have contacted the primary location of Amerigas because I am unable to receive any assistance WHATSOEVER from this location. It ended a good customer relationship, lasting for 7 years because they simply can't manage their statements and show up with gas in any predictable manner. It is the worst case of service that I have ever experienced from any business that I have ever had contact with.

Business

Response:

September 23, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d.b.a Heritage Propane (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank removal and refund. Upon receipt of this complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.On September 11, 2014 the tank was removed from [redacted]’s property. A credit of $51.24 was applied to [redacted]’s account for his tank rental fee. On September 19, 2014 a refund of $134.48 was issued to [redacted]. [redacted] should allow a couple of weeks for the check to arrive. [redacted]’s account has been closed 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, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager

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 received an invoice for tank rental fee, dated 5/31/2014,for $98.58. I contacted the billing department to inquire about this fee and it was explained that I didn't use enough gas for the billing period so the rental fee in incurred.I explained that I called in January 2014 for gas delivery; however, delivery was never completed. I called again in March 2014 for gas delivery because the tanks were empty, explaining that a major ice storm is expected and I was concerned of power failure and needed a source of heat. Their response was that they would deliver gas as soon as possible. I received a call from the delivery driver 4-5 weeks later (mid April) to deliver gas. I explained that winter is now over and I would wait until later for gas refill when the prices dropped. [redacted] in billing department refused to waive the tank rental fee. I called the 'Customer Care Line' at the home office in California (###-###-####) and explained this issue. They told that a District Manager from [redacted] PA office would contact me within a few days to discuss the issue and work out a resolution; however, I never received that call.I have tried multiple times to resolve this issue without success.Desired Settlement: I wish to have the tank rental fee waived and would like to schedule gas delivery, prior to the fall increase in gas cost. I would also like to receive a pricing schedule, related to gas pricing costs.

Business

Response:

July 3,2014Dear **. [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding his account. AmeriGas takes any complaint we receive seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.On June 23, 2014 a voicemail message was left for **. [redacted] informing him the $98.58 tank rental fee has been removed from his account. If **. [redacted] would like a delivery he will need to contact his local office at ###-###-####.We value our customers and apologize for any inconvenience we have caused to **. [redacted].In light of the foregoing, AmeriGas reasonably believes this matter is resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,

Consumer

Response:

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

Review: Failure to pick-up the propane tank on my propery. I have been trying to get this resolved since December 2013. Nothing but promises or excuses to why the propane tank was not picked up as requested by me. I am not using the propane tank since winter of 2011.

When I call the office someone else picks up the phone and gives me another excuse or why the propane tank was not picked up even thos I was told it was scheduled for pickup several time. When I ask for the Suervisor and Service Manager they are never available. The last scheduled pick-up date was 17 April 2014, as today the propane still is sitting on my lawn against my house. The tank is not cnected to my house either!Desired Settlement: To pick-up the propane tank as promised several times now and stop making excuses.

Business

Response:

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

Date: Mon, Jul 7, 2014 at 10:34 AM

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

To: [redacted] <[redacted]>

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

From: Amerigas Customer Advocate <[email protected]>

Date: Thu, Jul 3, 2014 at 1:53 PM

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

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

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

I apologize, the complete date is now on the form.

From: Amerigas Customer Advocate

Sent: Thursday, July 03, 2014 1:32 PM

To: [email protected]

Cc: [redacted], [redacted]; [redacted], [redacted]

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

Review: WE ASK THEM TO PICK UP THE TANK,AND CLEAR THE ACCOUNT WITH CHARGES.Desired Settlement: PICK UP THE TANK,AND CLEAR CHARGES OFF THE ACCOUNT.

Business

Response:

Good Morning,

I am currently working on this complaint and will respond as soon as possible.

Thanks,

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: At 1:30 A.M. Saturday morning I called Amerigas stating that I had no propane. [redacted] took my information and apologized for the inconvenience. She was informed that both my son and I would be at work, but my son would be home until 10:30 am on Sat. I was assured a delivery would be made before that time. I came home at 4:30pm and I still had no heat. I called and was told there was no record of my call. After waiting on hold, I was told that my account was $189 in arrears. I just made a $545 payment on Thursday the 16th for the previous month and was holding the bill for next month which has a total due of $821.68. With the $545 deducted it doesn't even leave $189. There is no mention on my statement of a past due balance. To top it off, the associate said I could not have a delivery of propane until this amount was paid plus a $200.00 emergency delivery fee, unless I wait until Monday morning. I am without heat or hot water until then in 12 degree weather. It is their fault that I ran out. There is supposed to be a meter on the tank that alerts the local office of when it is low and delivery is part of the service. I asked the associate if the company would be responsible for frozen pipes. He turned all this around to being my fault. This company dropped the ball.Desired Settlement: I should not have to pay an emergency fee for a service that was not delivered.

Business

Response:

**. [redacted],

We are currently researching this complaint. We will respond with our findings once we comlete our research.

Thank you.

February 12, 2014

Dear **. [redacted]:

Thank you for giving

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

**. [redacted] is correct when she called regarding an emergency delivery she was quoted a $200 special trip charge. However, upon receipt of this letter we researched her account and found this fee was never charged to her account.

We value our customers 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,

Consumer

Response:

I was told to wait until the following Monday to receive delivery of propane or I would be charged for the emergency delivery. I could not afford the two hundred dollar emergency fee, so I waited until Monday. I noticed no heat late Friday evening. I called Amerigas at 1:00 am Saturday and was assured of delivery Saturday. When I called on Saturday, I was told there was no record of my call, and was condescendingly told by [redacted], the associate, that unless I pay the emergency fee, there was nothing I could do about it unless I wait. I spoke to [redacted] and manager [redacted] who all had the same response. My complaint is that the tanks are supposed to be equipped with meters that indicate to the local office, when tanks need to be refilled. Seeing that it was not my fault, delivery is part of the service, why is the fee applied, when Amerigas fails to deliver the propane as needed? I pay $545.00 budget/monthly and usually have a $2300 dollar catch-up bill in July. After all of this happened in January, I ran out of propane again on Friday, February 6th.

While waiting on hold to let the company know, the information playing stated that Amerigas is not experiencing a propane shortage. Then what seems to be the problem with delivery?

Review: I called Amerigas on October 28, 2013 to pick up their propane tank because I changed companies. As of January 19, 2014 the tank is still here.

I called Amerigas on October 28, 2013 to pick up their propane tank as I have switched companies. They told me I would be charged $98.00 to pick up their tank. I would also be charged to pump what gas is left in the tank and then I would be sent a refund. I called again December 23, 2013 and they told me that it was never put on calendar to be picked up. Then they told me I would be charged $98.00 to pump the gas out of the tank. Every time I talk to them I am told something different. Now today, January 19, 2014 the tank has still not been picked up and I have a new bill on the e-mail. I owe them nothing they owe me. I am a business teacher and to me this is poor business practices. Why should I pay $98.00 for them to pick up the tank that they own? I just want my refund for the under 30% of gas left in the tank.Desired Settlement: I just want a refund for the gas that I have already paid for and is still in the tank that I want them to pick up. If it is not picked by January 27,2014 I will start charging $98.00 a day rent for the tank sitting on my property. As I said before this is poor business practice. I will never use this company again and my neighbors are not satisfied as well.

Business

Response:

[redacted],

We are currently researching this complaint. We will respond with our findings once we comlete our research.

Thank you.

Review: I have been trying to resolve the billing discrepancies at Amerigas [redacted] since the beginning of the year. I have been a customer for 19 years in good standing and for the past 4 years my bill is not correct. I have patiently spoke to whomever I need to and gotten it fixed. It usually takes a week to get it resolved. This year I stopped recieving bills altogether. I have records of calling [redacted], [redacted], [redacted], [redacted] and now [redacted]. A FULL 6 MONTHS OF ASKING TO PAY THE CORRECT AMOUNT. Amerigas corporate sent the account to collections whcih [redacted] said she would handle, I don't know if she had but I responded with a certified letter, which I have a copy of. NOW, The new district manager refuses to deliver gas. He says my balance is $857.63 which I am glad to pay but he refuses to send me the paperwork verifying the total. He told me to call [redacted] because I am too mean, which I am happy to do. I have been with this company a long time, but I have never had such incompetence, and lying as the new crew in this office.Desired Settlement: Now that [redacted] no longer wants me as a customer I would like both tanks removed from my property. There is a FULL 250 gallon tank that I want a creditof 647.50 plus any applicable taxes, for the gas. I want the documentation of my current bills and invoices from Dec. of 2012, which is the last time that I received them. I will send a payment for 200.00 today which should bring me to zero balance and I want documentation that you have removed the fraudulent collections action.

Business

Response:

{Please see attachment.}

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,

I guess I am slower than most people. I have been an Amerigas/Coast Gas customer for 25 years. I've been overcharged and treated rudely. The last 3-4 years has been the worst. I moved to a different gas company in August 2015. Amerigas wanted to charge me $150 to pick up my tank because I still had gas in the tank, which was already paid for. I requested the new gas company be able to pump the gas out because it was mine and paid for. The new gas company did that when the came and set the new tank up. They pumped out the gas and put it in my new tank. Amerigas told me it would take 90 days for them to get their gas tank out of my yard and they could not refund the credit on my account until they had their tank back. It has been almost 4 months, they haven't gotten their tank, they haven't refunded the $181.94 they owe me. They continue to send me statements asking me to pay my bill. When I call the local office they give me a run around and blame everything on the corporate office. When I call the corporate office, they refer me to the local office. No one seems to want to help me. I'm not surprised they are not a member of the Revdex.com because I don't think their customer service or their prices would help them get a good rating.

Review: The Amerigas sales reprehensive made false statements to Myself and a witness during his sales pitch, and Amerigas is refusing to refund my money. Amerigas does not offer nor do they have the ability to offer what their sales reprehensive offered at the point of sale. Amerigas does not have a Landlord renter agreement and when they bought out Heritage they apparently did not train the sales staff as to their limitations, and service. I have been trying for over a month to get them to either supply a legally correct contract for a Landlord renter agreement and they are not capable of do so as I was lead to believe. I simply am requesting my $99.00 be returned, because of their inability to honor what their sales reprehensive offered. They installed a propane line and tank on my property with no approval by my the landlord, and then removed the tank after they had stated it would remain on the property for my use and if my new renters choose to use it they would arrange a agreement with them. Amerigas does not have the ability to offer the services I and my witness were lead to believe and now they refuse to return my money.Desired Settlement: I simply want my money returned (99.00) so I can find a reputable honest supplier who has what Amerigas has offered but are unable to do.

Business

Response:

August 26, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a refund. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.Operations Vice President, Bob Y[redacted] was able to speak with [redacted] and resolve this matter. A $100 gift card has been sent to [redacted].I trust this response addresses [redacted]’s concerns. 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

Review: I was a customer of [redacted] (aka. Amerigas) from September 2011 until July 11, 2014 when I sold my home. From day one of doing business with this company I was over-billed on numerous occasions, had my gas turned off in the middle of winter even though we were on a budget billing plan and automatic bank withdrawal. The man who came to turn off the gas made a snippy comment in front of my young children that it was our fault. When he came back to turn it on because they found their error, he never apologized.

A manager by the name of Dana H[redacted] finally took control of our account. He found all the over charges and contract error. He credited our account and we decided we would do business with them the next season. When the next season came, similar issues started again. He gave us assurances that he would keep a close eye on the account and would not allow any over billing to occur or if the gas was going to exceed the amount on the budget billing, he would personally contact us to get our authorization before any delivery.

We signed a 10 month contract August 2013 that ended May 31, 2014. The last payment from the budget billing was deducted from our account 05/16/2014. The current manager named Michael D[redacted] informed me that they made a additional delivery May 11, 2014 without my authorization and that they have no intention of honoring the agreement made with Dana H[redacted].Desired Settlement: I am expecting the arrangements made by the previous manager to be honored and the $449.24 balance removed.

Business

Response:

August 7, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a Energy North Propane (“AmeriGas”) an opportunity to respond to **. and [redacted]. [redacted]'s (“the [redacted]’s”) complaint regarding billing. Upon receipt of the [redacted]'s complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.The [redacted]’s enrolled in a ten (10) month budget plan for the 2013-2014 heating season. The plan included a usage of 1200 gallons at a price of $2.36 per gallon for a total of $2,832.00. The total was divided by ten (10) for monthly total of $283.20, which was rounded to $290.00 per month for a total of $2,900.00. Due to the extreme weather this past winter the [redacted]’s used 1425 gallons of propane. As a courtesy, the [redacted]'s price per gallon remained at $2.36 for the extra usage, bringing their ten (10) month total to $3,363.00, not $2,900.00, a difference of $463.00. The [redacted]'s had credits totaling 13.76 on their account bring their balance due to $449.00.We value our customers and apologize for any inconvenience we may have caused to the [redacted]’s and trust this response address their issue. 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