AmeriGas Propane LP

November 25, 2014Dear [redacted] ***: Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** [redacted] ’s complaint regarding a tank removalAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of [redacted] ’s complaint, we investigated the allegations contained therein and provide the following response based on our findingsOn November 17, [redacted] was informed his tank would be removed within business days and on November 7, a credit of $was applied to his account [redacted] was pleased with the information providedWe value our customer both past and present and apologize for any inconvenience to [redacted] ’sIn light of the foregoing, AmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact meSincerely, Jill D Customer Advocacy Manager

Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to Ms [redacted] ’s complaint regarding her accountAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of Ms [redacted] ’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.Ms [redacted] is correct her account is sto receive automatic deliveriesUnfortunately, we failed to deliver when we were supposed to and did not make her delivery until January 10, Upon receiving this letter AmeriGas District Manager Ronald M [redacted] reached out to Ms [redacted] directly regarding her complaint and they were able to reach a mutually agreeable resolutionMrM [redacted] apologized for our service issues and assured her we are working to correct themIn addition, MrM [redacted] also gave Ms [redacted] his direct number and email address should she have any further questions or problems.We apologize for any inconvenience caused to Ms [redacted] and are happy we were able to keep her businessIn light of the foregoing, we reasonably consider this matter resolvedIf you have any questions or require further information, please feel free to contact me.Sincerely,Michele O [redacted] Michele O [redacted] Customer AdvocateCc: Bob S [redacted] , Area DirectorRonald M [redacted] , District Manager

From: Revdex.com of Metro Washington DC < [redacted] >Date: Mon, Mar 16, at 10:AMSubject: Fwd: [redacted] - Revdex.com Complaint # [redacted] To: [redacted] < [redacted] >---------- Forwarded message ----------From: Amerigas Customer Advocate < [redacted] >Date: Mon, Mar 16, at 9:AMSubject: [redacted] - Revdex.com Complaint # [redacted] To: " [redacted] " < [redacted] >Cc: "N [redacted] , William" , "T***, Doug" Dear Ms***, 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 Thanks, Haven D [redacted] AmeriGas Field Service Center Customer Advocacy Department ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: there is missing information [redacted] did agree to turn my son's gas back on without a charge but she also stated that I would be credited $ that was the remainder of my $ deposit as they previously only sent back $ when they closed the account after turning off the gasI want that to be part of the record on this complaint as that $ was the shut off fee and we had not authorized them to shut off the gas to our son's apartmentI agreed to have that amount credited to this month's bill instead of a refund check mailed back to meI will not know if that has been done as agreed upon until I see the statement Regards, [redacted]

March 5, 2015Dear [redacted] ***: Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted] complaint regarding a deliveryAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of [redacted] ’ complaint, we investigated the allegations contained therein and provide the following response based on our findings [redacted] received a delivery on February 16, of gallonsAmeriGas District Manager, Julie S [redacted] also updated [redacted] ’ delivery schedule so delivery tickets will generate sooner for her account.We value [redacted] ’ business and apologize for the delay in the delivery and for any inconvenience we may have causedIn light of the foregoing, we reasonably consider this matter resolvedIf you have any questions or require further information, please feel free to contact meSincerely, Jill D Customer Advocacy Manager

April 25, 2018Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) d/b/a/ Bi-State Propane an opportunity to respond to Kent Simpson’s complaint regarding a refundAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of his complaint, we investigated the allegations contained therein and provide the following response based on our findings.We apologize for any confusion to [redacted] ; refunds are issued to the customer once the tank has been removed from the property [redacted] requested a refund check immediately for the credit on his accountAs a courtesy, we processed a refund on April 2, for the credit for $An additional refund check will be issued for the propane remaining in the tank once the tank has been picked up.We value our customers both past and present and apologize for any inconvenience to [redacted] If you have any questions or require further information, please feel free to contact me.Sincerely,Jill RCustomer Advocacy Manager

AmeriGas has been charging a service fee for a service that is not being provided as described in the Terms and Service Agreement We have a meter for our propane service, and are charged a meter fee of $per monthAccording the Terms and Service Agreement mailed to me and available on their website at www.amerigas.com, the fee is for the meter equipment, meter reading, and that I will be billed for the propane I actually useThe terms also state that an estimate could be used but that an actual meter reading would later be taken and the bill corrected My meter has not been read in approximately year but when I call they refuse to waive the fee, refuse to ensure the meter will be read, and tell me the fee is for the equipment alone, not the reading of the meter From terms and conditions: F.Propane MetersIf you have a Company propane meter installed on the Leased Equipment, you will be billed for your actual propane usage rather than per deliveryThe Company res

I purchased this property and called [redacted] and asked them to remove their propane tankThey told me the owner prior to closing had to notify themI had the realtor have him call and let them know he was closing his account and I was not going to use [redacted] Propane.Which he did.I also called them days in advance and let them know I was not going to use them and to remove their tankThey said the previous owner would have to call Which he did .They were out their yesterday June 27th and locked the tank out but did not pick it upI called their office this morning to see if they took their tank and they did notThey wanted to know if I was going to use themI made it quite clear several days in advance I was not going to use themThey told me this morning they had up to weeks to remove it and they would pick it up when they had time..In the mean time I have not propane to cook or hot waterI got rid of them at my Reno house because of their attitude towards their c

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: the name on the letter is inaccurate Regards, [redacted]

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

Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond [redacted] ’s complaint regarding tank removalAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of her complaint, we investigated the allegations contained therein and provide the following response based on our findingsWe removed our tank from Ms [redacted] ’s property on June 21, We apologize for not doing so sooner and as such have waived all of our standard removal feesMs [redacted] can expect to receive her refund in the amount of $within the next couple of weeksWe value all of our customers both past and present and trust this response addresses Ms [redacted] ’s concernsIn light of the foregoing, AmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact meSincerely, Michele O’ [redacted] Michele O’ [redacted] Customer Advocacy SpecialistCc: Jeff S [redacted] , Area DirectorDennis S [redacted] , District Manager

I SIGNED A CONTRACT WITH AmeriGas FOR A GALLON TANK AND SUBSEQUENT SERVICE IN FEBRUARY IN JUNE THE TANK WAS SCHEDULED TO BE DELIVEREDTHE DAY BEFORE THE DELIVERY, AMERIGAS CALLED AND SAID THEY DID NOT HAVE ONEA USED ONE LOCALLY PROVED UNACCEPTABLETHEY WENT TO WILMINGTON NC TO GET ONETHE DAY THE TANK WAS TO BE DELIVERED THEY CALLED AND SAID THEIR SUBCONTRACTORS BACKHOE BROKE AND THEY COULD NOT BURY THE TANK.HERE I SIT WITH A NEW HOUSE AND NO GAS AND NO EXPECTATION FROM AMERIGAS FOR RESOLUTION

July 15, Dear ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to ***’s complaint regarding his accountAmeriGas takes any complaint we receive seriouslyTherefore, upon receipt of ***’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.At the beginning of ***’s contract term, July 2013, for one of our monthly budget pay programs, ** [redacted] felt as though his new monthly budget payment amount of $was too highHis local AmeriGas office created a new contract for ** [redacted] but in error the monthly payment still showed $per month** [redacted] was advised by his local office to pay a monthly payment of $275, but our system recognized he was not paying the contracted monthly payment amount of $** [redacted] began to receive late fees on his account thus removing from the monthly budget payment programDue to this error, we are removing all late fees from his account plus issuing a credit in the amount of $equal to one monthly budget payment.We value our customers and apologize for any inconvenience we have caused to ***If you have any questions or require further information, please feel free to contact me.Sincerely,

November 22, 2017Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] s complaint regarding fee concernsAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of his complaint, we investigated the allegations contained therein and provide the following response based on our findings.In his complaint, [redacted] states that he was charged a tank rent feeAs stated in our Terms and Conditions, which can be found on the AmeriGas website and the back of customer invoices, customers must pay a tank rent fee for leased equipment on their propertyAs a courtesy we are waiving all fees on the account that consist of tank rent and one (1) late fee for the amount of $and we will not be charging [redacted] for the tank pickup fee.We value our customers both past and present and apologize for any inconvenience to [redacted] If you have any questions or require further information, please feel free to contact me.Sincerely,Melissa F.Customer Experience Specialist

February 19, 2015Dear [redacted] ***: Thank you for giving AmeriGas Propane, L.Pd/b/a [redacted] LP Gas (“AmeriGas”) an opportunity to respond to [redacted] ***’s complaint regarding tank removalAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of [redacted] ***’s complaint, we investigated the allegations contained therein and provide the following response based on our findings [redacted] is correct she did call to have her tank removed and her account closed but unfortunately we failed to do soWe have however since pickher tank and waived our standard pifees due to our tardinessHer account is now in the process of being final billed and she should be receiving her refund shortlyWe value all of our customers both past and present and apologize for any inconvenience caused to [redacted] ***In light of the foregoing, AmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact meSincerely, Michele O Customer Advocate

April 24, 2014Dear ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas) an opportunity to respond to [redacted] ’s complaint regarding her accountAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of ** [redacted] ’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.** [redacted] asserts locks were not installed on her tank and she also believes she had a deposit on her accountEnclosed with our response is a copy of our Sales & Service Order # [redacted] from April 22, when we installed a clam shell fill lock and master lock on our tank** [redacted] notified her local office by phone on May 14, she wanted us to pick up the tankWe picked up our tank on May 29, When the service technician picked up the tank our 1st stage regulator was not with the tank and also the fill lock and master lock were missing** [redacted] did not provide thirty (30) days written notice nor did she return all of our equipmentShe was charged on June 3, for the regulator, clam shell lock and master lock** [redacted] was also charged our service dispatch fee which is a standard practiceCurrently, this account has a zero (0) balance, as the charges were written offConsequently, ** [redacted] did not have a deposit on her account.We value our customers both past and present and apologize for any inconvenience to ** [redacted] In light of the foregoing, we reasonably consider this matter resolvedIf you have any questions or require further information, please feel free to contact me

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

From:? Amerigas Customer Advocate< [redacted] >Date: Tue, Apr 11, at 10:AMSubject: Revdex.com Complaint: [redacted] To: " [redacted] " < [redacted] >Cc: "M [redacted] , William" , "H [redacted] , John" We are in receipt of [redacted] ***’s rejection concerning the above-referenced complaint.? After further investigation, we have the following response.? Due to the request for our services being suspicion of a leak and a leak was found, we? will be crediting all fees for the service call and any associated late feesThe remaining balance? of $on her account is for tank rentWe hope these credits remedy Ms***’s concerns.? AmeriGas reasonably considers this matter resolvedIf you have any questions or require? further information, please feel free to contact the customer advocacy department at ###-###-####.? Sincerely,? Tracie R [redacted] ? Tracie R [redacted] ? Customer Advocacy Specialist? Cc: John H [redacted] , Area Director? William M [redacted] , District Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like to add that we were also offered a summer price fill of per gallon which will be delivered in August The delivery will be included in our budget price plan The monthly payment calculation for the new contract year had gone from $per month to $ With adjustments Scott had agreed to a monthly budget payment of $per month as we were Emily was to call with appointment time to install shut off valve but I have yet to hear from her A cathodic test is also to be performed at the same time.I appreciate the efforts in the AmeriGas staff in trying to help to resolve our issues I still have an issue over "customer own pricing" vs AmeriGas tank own pricing Scott did inform me that customer own pricing is less as I had discovered prior to my complaint He also stated that there is not a lease fee on the AmeriGas owned tank and that the only requirement is to have AmeriGas provide the fuel I still am not completely satisfied logically If a "customer own tank" has pricing over $less per gallon than an AmerGas Own, logically we are paying a premium on top of the requirement of having AmeriGas service We do not have a contract that states there would be a premium, still not satisfied and would like clarification from the corporate headquarters Regards, [redacted]

Thank you for giving AmeriGas Propane, L.P d/b/a Carolane Propane (“Amerigas”) an? opportunity to respond to [redacted] ***’s complaint regarding his accountAmeriGas takes any complaint? by its customers seriouslyTherefore, upon receipt of his complaint, we investigated the allegations? contained therein and provide the following response based on our findings.? As a threshold matter, AmeriGas denies that it is engaging in price gougingWe understand and? appreciate that some of our customers may not be aware of how their propane is priced and therefore may? suspect our prices are too highAmeriGas strives to be the best propane company in the countryAs such, we? seek to differentiate ourselves from our competitors by providing our customers with numerous additional? services beyond the simple delivery of propaneThese services include: a driver and service technician on? call hours per day at our District Office, a 24-hour emergency call center, an extensive safety department? which provides safety training year round to our employees, and online customer account accessProviding? these services to our customers means that sometimes our prices may be higher than our competitors who do? not offer the same high quality of customer service.? AmeriGas does offer several different types of price protected programs for its customersThese? programs include: (i) “AmeriGuard,” which allows customers to pay a monthly payment based on annual? usage at a protected price; (ii) “Pre-Buy,” which enables a customer to buy a fixed number of gallons at a? fixed price; and (iii) “AmeriLock,” which allows customers to pay within days of delivery at a protected? priceOverall, these programs are designed to make the heating season pricing predictable for our customers? so that they can ensure stability in their budgets.? For those customers, such as Mr [redacted] who are not enrolled in a price protected program,? are subject to our tier pricing structure based on annual usage and market price per gallon at the time of the? deliveryAmeriGas (as well as many other propane companies) uses many factors to determine the price to? charge its customersFor example, consumers who use a smaller volume of propane generally pay a higher? price per gallon because smaller accounts, on a per gallon basis, involve substantially higher delivery costs? than a larger volume customerTo compensate for the higher costs to deliver and service small accounts,? volume pricing is a common practice in the industry and customers are placed in a pricing tier structure based? on their annual usageAccording to our records, Mr [redacted] was charged a price per gallon in accordance with? our standing pricing policies.? Mrs [redacted] contacted AmeriGas on July 22, requesting a delivery of gallons to be delivered? in SeptemberHowever, their account was not changed from automatic delivery to will call status as such on? August 17, an automatic delivery ticket printed as a full deliveryThe account was changed to will call? status on September 29, We would like to remind Mrand Mrs [redacted] to contact us to schedule a? delivery when the tank gauge shows 20-30% in order to allow ample time for a delivery.? We value all our customers and trust this response addresses Mr***’s concernsIn light of the? forgoing we reasonably consider this matter resolvedIf you have any questions or require further? information, please feel free to contact me.? Sincerely,? Jill D [redacted] ? Jill D [redacted] ? Customer Advocacy Manager? ?