AmeriGas Propane LP

[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.]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 Regards, [redacted]

July 30, 2014Dear [redacted] ***:Thank you for giving AmeriGas Propane, L(AmeriGas) an opportunity to respond to [redacted] complaint regarding a tank removalAmeriCas 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 findingsOn July 22, the tank was removed from [redacted] propertyWe do apologize for the delay regarding the tank removal and as a courtesy; our standard removal fee has been waivedWe value our customers both past and present and trust this response addresses [redacted] *** concernsIn light of the foregoing, we reasonably consider this matter resolvedIf you have any questions or require further information, please feel free to contact me.Jill D [redacted] Customer Advocacy Manager

I have been trying since April, when I first moved to my current address, so get my account with this company situatedBecause my ex and I have the same last name and live in a duplex, one on each side, they cannot seem to distinguish between the two of usEven after MULTIPLE phone conversations with both of usI should be on auto-delivery for propaneThis has been confirmed at least twice, because I ran out of propane when I first moved inWoke up to a cold house this amCalled for deliveryWas told that because I am NOT on auto-delivery I will be charged this fee and that fee and another fee (I think the total was close to $400) to have fuel delivered "within the next hours" I am then put on hold for minutes, and was then told that she cannot take my payment and cannot make delivery because there is a restriction on my account, per [redacted] (my ex)So I call ***, who calls them and goes through THREE levels of management and they refuse to deliver any propane beca

December 18, 2014Dear [redacted] ***: Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted] ***’s complaint regarding a refundAmeriGas 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 he has been overcharged for serviceOur Operations Supervisor spoke directly to [redacted] and agreed to reverse the charges on his accountA credit in the amount of $was assessed to his accountCurrently, [redacted] has a zero (0) balanceWe apologize for any inconvenience caused to [redacted] and trust this response addresses his 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, Jill D Customer Advocacy Manager

From: Revdex.com of Metro Washington DC < [redacted] >Date: Thu, Mar 12, at 4:PMSubject: Fwd: [redacted] , Complaint No [redacted] To: [redacted] < [redacted] >---------- Forwarded message ----------From: Amerigas Customer Advocate < [redacted] >Date: Thu, Mar 12, at 11:AMSubject: [redacted] , Complaint No [redacted] To: " [redacted] " < [redacted] >Cc: "W [redacted] , Jeffrey" < [redacted] >, "Z***, Roni" < [redacted] > Ms***, Attached is our official response to Ms [redacted] ’s complaintPlease contact us directly should you require anything further Thank you,Jill D [redacted] Jill D [redacted] Driving Customer Delight Every Day Customer Advocacy Manager Office: ###-###-#### Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding automatic delivery and out of gas creditsAmeriGas 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.District Manager, Roni Z [redacted] left a message for Ms [redacted] to discuss her accountMs [redacted] was on a payment plan to pay off the balance of her account; as such a delivery was not madeHer balance of the payment plan was paid the same day she ran out of gasWe delivered gallons to Ms [redacted] on February 25, and on March 9, a $credit was applied to her account.We apologize for any inconvenience caused to Ms [redacted] and trust this response address her concernsIn light of the foregoing, AmeriGas reasonably considers this matter is resolvedIf you have any questions or require further information, please feel free to contact me.Sincerely,Jill D [redacted] Jill D [redacted] Customer Advocacy ManagerCc: Jeff W [redacted] , Area DirectorRoni Z***, District Manager [redacted] ***, Valley Forge, PA, – Tel###-###-####

From: Amerigas Customer Advocate< [redacted] >Date: Fri, Feb 9, at 3:PMThank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding billing 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 findingsSince filing this complaint, we have come to a satisfactory resolutionMs [redacted] has accepted our floating contract and we have rebilled for the past two (2) deliveriesWe value our customers and apologize for any inconvenience to Ms [redacted] If you have any questions or require further information, please feel free to contact meSincerely, Melissa F*AmeriGas Propane, LPCustomer Experience Specialist

[redacted] < [redacted] > 11:AM (hours ago) to me Thank you [redacted] *** Regarding [redacted] ’s complaint referenced above I can tell you that [redacted] called and cancelled his service with AmeriGas and the tank at his location was picked up on July 23, AmeriGas did not charge [redacted] for pumping the gas out of the tank or for picking up the tank and the customer’s account was credited back for the gas that was in the tank The account was closed out with a $balance If you have any further questions please contact me Regards, Steven U***, Paralegal UGI/AmeriGas ###-###-#### U***, Steven A 11:AM (hours ago) to me Thank you [redacted] *** Regarding [redacted] ’s complaint referenced above I can tell you that [redacted] called and cancelled his service with AmeriGas and the tank at his location was picked up on July 23, AmeriGas did not charge [redacted] for pumping the gas out of the tank or for picking up the tank and the customer’s account was credited back for the gas that was in the tank The account was closed out with a $balance If you have any further questions please contact me Regards, Steven U***, Paralegal UGI/AmeriGas ###-###-####

From: Revdex.com of Metro Washington DC < [redacted] >Date: Fri, Mar 6, at 2:PMSubject: Fwd: [redacted] & [redacted] - Revdex.com Complaint # [redacted] To: [redacted] < [redacted] >---------- Forwarded message ----------From: Amerigas Customer Advocate < [redacted] >Date: Fri, Mar 6, at 11:AMSubject: [redacted] & [redacted] - Revdex.com Complaint # [redacted] To: " [redacted] >Cc: "C [redacted] , Bill" < [redacted] >, "W [redacted] , Tony" < [redacted] > Dear Ms***, Please accept the attached letter as our official response to [redacted] & [redacted] ’s complaint If you need any further assistance please do not hesitate to contact us Thank you, Haven D [redacted] AmeriGas Field Service Center Customer Advocacy Department ###-###-#### Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to Mr& Mrs [redacted] ’s (“the [redacted] ’s) complaint regarding an out of gas and creditAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of the [redacted] ’s complaint, we investigated the allegations contained therein and provide the following response based on our findingsDistrict Manager, Bill C [redacted] was able to speak with Mr [redacted] regarding this matterMrC [redacted] apologized to Mr [redacted] for his delivery issues and informed him an adjustment has been made to his account to correct the matterMrC [redacted] also applied a credit of $to the [redacted] ’s account for their inconvenienceWe value all of our customers and trust this response addresses the [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, Haven RD*** Haven D*** Customer Advocacy Department Cc: Tony W [redacted] , Area Director Bill C [redacted] , District Manager

May 13, 2014Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding a refundAmeriGas 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] ’s $deposit fee refund was applied to his account balance of $A refund of $was issued and cashed on May 6, 2014.We value all of our customers both past and present and apologize for any inconvenience we may have caused ** [redacted] We trust this response addresses his concernsIf you have any questions or require further information, please feel free to contact me.Sincerely,

October 17, 2014Dear [redacted] ***: Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ***’s complaint regarding a deliveryAmeriGas 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 findingsDistrict Manager, Ronald M [redacted] was able to speak with [redacted] to resolve this matterA 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 seasonMrM [redacted] also informed [redacted] he would do his best to address this issues that have occurredWe value our customers and apologize for any inconvenience we have caused 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 meSincerely,Jill D Customer Advocacy Manager

We have been customers of Carolane Propane since They installed our propane tank back in 1998, and we have used them for the gas for our fire logs There has never been a "tank rental" charge, regardless of how much or how little propane we used So imagine my surprise when I received a bill a few months back for dollars for "tank rental" I called them, and they said it was something new with there system, but that they would remove the charge, and pick up the tank since we were not longer using the gas logs I called a second time when another bill for same amount came, and they still had not picked up the tank I was assured they would pick up the tank and correct the bill They did pick up the tank...then I received a "final" bill that credited me for the returned propane, but minus the amount for tank rental and tank piwhich was an additional I contacted them, again; and said that I would not dispute the tank pick-up...but that I did expe

July 6, 2017Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P, d.b.a [redacted] Propane (“AmeriGas”) an opportunity to respond to [redacted] ***’ complaint regarding tank removalAmeriGas 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.A review of our records show [redacted] is not a customer of AmeriGas, but called on June 26, to request tank removal for his recently purchased homeAs the former home owner still had an active account, [redacted] was informed they would need to close their account prior to tank removalThat account was closed on June 27, The tank was removed on July 5, 2017.AmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact the customer advocacy department at (***) [redacted] .Sincerely,Tracie RCustomer Advocacy Specialist

December 4, 2014Dear [redacted] ***: Thank you for giving AmeriGas Propane, L.Pd/b/a Rural Gas & Appliance (“AmeriGas”) an opportunity to respond to [redacted] ’s complaint again regarding a tank removalAmeriGas 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 findingsOn December 3, [redacted] contacted his local AmeriGas office and requested that his tank be removed when his new propane supplier has set up their tankAmeriGas has agreed to [redacted] ’s requestAmeriGas will also remove all tank removal fees, per [redacted] ’s request [redacted] ’s account currently has a zero (0) balanceWe value our customers and are sorry we were not able to keep [redacted] ’s businessIn light of the foregoing, we reasonably believe this matter is on its way to being resolvedIf you have any questions or require further information, please feel free to contact meSincerely, Jill D Customer Advocacy Manager

March 12, Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ***’s complaint regarding pricingAmeriGas takes any complaint by its customers seriously.Therefore, upon receipt of [redacted] ***’s complaint, we investigated the allegations contained therein and provide the following response based on our findings[redacted] ***’s complaint makes an assertion that AmeriGas is “overcharging” them for propaneSuch allegation is not supported by any information submitted with the complaint, as will be set forth belowAmeriGas would like to first provide some initial background information on conditions in the marketplace.The safe and reliable delivery of propane to our residential customers is our highest priorityAs an initial matter, AmeriGas purchases the propane it sells from a wide variety of sources, but principally from large producers and midstream companies who produce it and then sell it on the wholesale marketAs a propane retailer, AmeriGas acts as a critical link between the producer and the end userHowever, we do not manufacture or produce any propane whatsoever.Based on the unprecedented supply issues and market price increases last winter, AmeriGas purchased and/or contracted product throughout the spring and summer of to ensure our winter supply at the current market prices offered during that timeMany customers locked in their annual pricing for the 2014/heating season based on the marketplace cost last spring/early summerAs we moved in to the fall and early winter of the 2014/season, with temperatures warmer than and a reduction in propane exports, the propane market prices began to fallHowever, AmeriGas, like many other propane suppliers, continue to have inventory coming in from the wholesale suppliers at the higher contracted costs based on those contracts entered in to last spring and summer.Our scale, with transport trucks, rail cars, and propane terminals and trans flow sites, explains in part why we are considered to be a premium service providerPropane is fungible, but our ability to deliver reliability of supply, to provide extensive safety training to our employees, in our view, sets us apart from others in the industryTo our knowledge, no other propane company has gone to the lengths we have with our trucks, railcars and personnel in an attempt to provide better service to our customersWith respect to specific allegations in the customer’s complaint:First, [redacted] provides no documentation in support of the claim that competitors were charging the amounts alleged in the complaintAt the very least, [redacted] would need to provide a bona fide offer from a competitor to support these assertionsEven assuming the competing prices alleged in the complaint were accurate, it is a well-honored practice in the industry to offer “first fill” pricing to new customers that is below market rates as a vehicle to attract new businessThis “first fill” pricing is markedly different from a competitor’s market-based pricingHowever, because we have no documentation to support the PPG asserted by [redacted] here, we have no way of even knowing whether he was simply quoted a “first fill” price or something else.Second, setting aside the deficiencies noted above, there is no possible way to do a rational comparison of the per gallon price the customer was charged on the date of delivery by AmeriGas to a per gallon price allegedly obtained from a competitor on a different date.Third, as a will-call customer not participating in a protected price program, [redacted] receives residential, market-based pricing for propane deliveriesStated another way, [redacted] is a “Tier” or “Volume-Based” customerTherefore, [redacted] receives pricing as part of a formula determined by several factors, including: (i) what “Tier” the customer falls into based on average, annual volume usage; (ii) AmeriGas’ costs to procure propane (e.g., its commodity costs, freight costs, transportation costs, terminal fees, tariff charges, etc.); (iii) other costs such as the cost of our 24-hour delivery service, safety training, insurance, etc.; and (iv) our marginSelf-evidently, smaller competitors, who may, in fact, buy their propane on a wholesale basis from AmeriGas or other larger competitors, likely do not incur the same type of costs that AmeriGas has to incur to service a nationwide base of customers; costs that necessarily have to be passed along to customers in our pricingIn the absence of competitor cost information or pricing formulas - both of which are absent from the complaint - any attempts to compare the same is an impossible task and, as such, makes the customer’s reliance thereon largely immaterial.AmeriGas does offer certain budget and/or guaranteed pricing plans to qualifying customersSuch plans can help customers by providing more predictability on pricing and/or by spreading the costs of propane out over the course of the yearAmeriGas encourages [redacted] to contact his local office at ###-###-#### regarding these various plans Finally, although [redacted] currently leases a tank from AmeriGas, there is nothing prohibiting the customer from entering into a contractual agreement with a competitor and leasing a tank from that competitorTherefore, despite claims [redacted] is somehow “forced” to use AmeriGas, the reality is that he could engage a competitor at any time.AmeriGas reasonably believes the explanation provided herein adequately addresses this matterIf you have any questions or require further information, please feel free to contact me.Sincerely,Haven D Customer Advocacy Department

March 18, Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding her accountAmeriCas 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] called her local AmeriGas office for account set up and service in August She was charged for gallons even though the tanks hold gallonsTypically, when a new customer is set up we request payment for a full fill which in her case would be gallonsWe performed a safety check at her location on August 14, and it was determined the tanks had gallons in them [redacted] was charged for the initial gallons, invoice enclosedOn August 22, a delivery was made to [redacted] of gallonsSince [redacted] had a credit of $on her account, she was billed for the remaining amount of $(Invoice enclosed) [redacted] was assessed a late fee since this invoice was not paid by the due date of September 27, [redacted] paid the balance, at the time, on November 10, As a courtesy we removed the late fee of $[redacted] ’s account was set up as Forecast or Automatic deliveryIf a forecasted customer runs out of gas, we issue a credit of $ [redacted] did run out of gas and in good faith a credit of $was put on her accountCurrently, her account balance is $We value our customers and apologize for any inconvenience we may have caused [redacted] We trust this response addresses her concernsIn light of the foregoing, we reasonably consider this matter resolvedIf you have any questions or require further information, please feel free to contact me.Sincerely,Jill D Customer Advocacy Manager

From: Revdex.com of Metro Washington DCDate: Thu, Jun 18, at 10:AMSubject: Fwd: Account ProblemsTo: [redacted] < [redacted] @myRevdex.com.org> ---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>Date: Thu, Jun 18, at 7:AMSubject: Account ProblemsTo: [redacted] @amerigas.comCc: [email protected], [email protected] morning ***, This is [redacted] , we spoke on the phone a couple days ago regarding payment on my accountI received your voicemail and would like to address a few itemsFirst of all, thank you for having them correct my name on my accountI am not sure where that error came from on the part of Amerigas as it was correct at the beginningReally, that is just the tip of the iceberg of the issues and problems I have had with this company, as I mentioned the other day Second of all, I did receive the payment agreement before after speaking to a very rude young woman on the phone at my local officeOnce I received it, I completed it, sent it back, and enclosed the first payment check of $This check was cashed on April 23, 2015, and I assumed it was applied to my account as I never received word otherwiseIf this is not the case, and Amerigas did not cash that check, then I need to know thatMost companies send some kind of payment confirmation once applied, but I guess if I'm not even receiving bills in any format, it would be too much to ask to receive a payment confirmation then? Third of all, I see now, too, that the most recent check I sent was also cashedWith that, I should not be behind on anything on my accountIn the future, I would like to receive a bill before my payment is due (a novel idea, I know) rather than just receiving late notice phone calls and mailingsAt this time I would prefer to keep all communications via email so that I have better records of what has been going on since the beginning of my account with AmerigasI look forward to your reply [redacted] Account Number: [redacted]

From: Amerigas Customer Advocate< [redacted] >Date: Mon, Sep 11, at 3:PMSubject: [redacted] : [redacted] To: " [redacted] " < [redacted] >Cc: "T [redacted] , Andrew" < [redacted] >, "S [redacted] , Jeffrey" < [redacted] >Thank you for giving AmeriGas Propane, L.P, d/b/a Blue Flame Gas (“AmeriGas”) an opportunity to respond to [redacted] ’ complaint regarding pricingAmeriGas 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 findingsAs 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 highWith respect to specific allegations in Mr [redacted] ’ complaint, we conducted a review of his account and provide the following responseBy way of background, Mr [redacted] was not participating in any of our Guaranteed Price Protection (GPP) programs which allow a customer to lock in their propane at a specific price or enter into a budget pay agreementAs such, Mr [redacted] was considered a market based customer and was charged a price per gallon set by the company on the date of deliveryAs is common in the propane industry market based pricing is generally based upon volume and is broken down by tiers, i.e., customers are placed in tiers based on their annual usage volumeGenerally, the higher the customer volume, the lower their price per gallon will beThis is because customers who use very little propane on a yearly basis have a higher cost of deliveryPreviously, Mr [redacted] was part of a buying group, JPACC, which offered a lock in rateOnce his contract expired with JPACC, he did not renew which caused Mr [redacted] to be on market pricing, which is explained aboveMr [redacted] contacted us on August 21, to have the tank removed as he was terminating service with usWe removed the tank the same day and issued a refund for the propane left in the tankMr [redacted] received a refund of $We value our customers both past and present and apologize for any inconvenience to Mr [redacted] AmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact meSincerely, Jill D [redacted] Jill D [redacted] Customer Advocacy Manager Jill D [redacted] | Customer Advocacy Manager | AmeriGas

Last year, 2017, I contacted [redacted] , member of Amerigas, in Camp Verde AZ to change the name on the gas account and ask for summer specials I was told that I needed to fill in a form to place the name change in the systemI asked if this would be possible without the form, they said I needed that signed form for the name change only They sent a form by mail, written in pink on it "NAME CHANGE ONLY." Their signature and date are also written in the same pink, K R (or P), 8/28/I trusted them as honest business and signed the form without reading it, thinking that I signed for NAME CHANGE ONLY as they had written on the formThis year, when I tried to get a different company to serve less expensive gas, [redacted] wanted about $for picking up the gas tank they own The new gas firm I contacted said that they had never heard of such that a gas company would charge anything for picking up their tank [redacted] sent me "invoices" for gas I had not order

October 29, Dear [redacted] ***: 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 findingsSince receiving this complaint, [redacted] has been in contact with both her local AmeriGas office as well as a representative from [redacted] regarding this situation [redacted] has agreed to pay $4,towards her account balance and AmeriGas will write off the remaining balanceWe scheduled an appointment for November 4th to deliver gallons of propane so we can conduct a leak test as well as probe the ground surrounding the tank in order to determine the integrity of the system [redacted] ’s account moving forward will be sas a “Pay In Advance” customer; this includes the gallons needed for the November 4th appointmentAs a courtesy to [redacted] we will waive our standard leak test feeHowever, all of this is contingent on her paying the agreed upon balance prior to the November 4th appointmentWe value all of our customers and are happy we were able to reach a mutually agreeable resolution with [redacted] If you have any questions or require further information, please feel free to contact meSincerely, Jill D Customer Advocacy Manager

[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: I have called and got the matter resolved on my own, although no refund has been received as of yet, they say it will be soonTo contradict the message from Amerigas, I got a call a few days later telling me that they had no record just like the letter from amerigas saidThis was a voicemail, and upon calling the office back I spoke with a very helpful lady who was able to find the notes where I called in and left a message in aprilShe stated that they received the canceling account call with all the info included but it is their policy to speak with the customer directly prior to closing an account and sending a refundShe had also stated that the company came out and checked the level a full days later after I had called to cancel and that I would only get a refund for 30%This in my opinion is unexceptable and poor business that it took them weeks to check the level in a tank for a year customer that was movingThis means that the new home owner who for all I know loves to have his heat set at degrees used my paid for propane for well over weeks before Amerigas decided it was convenient for them to come outThe claim is settled but my complanint still remains the same that Poor customer service and down right scetchy business practice makes me think that this company is out to rip you off any way they canI would like the unprofessional and cunning person who wrote the letter from Amerigas Corporate to call me directly and despute any of the claims that I have made today because nothing is exaggerated or falseShort of an apology and a full refund for my propane and not a gussed amount that I settled for just to be done with themI will never be happy nor will I agree that this was my fault Regards, [redacted]