Amerigas

Review: The pricing for the Propane fill was mis represented to me.

I have been a customer of Hertiage Propane for 5 years.I have had my tanks filled at the summer rate and that rate has been locked in until the end of March in the following year.I called and had my tanks filled at the end of summer and asked if the price would be locked in .I was told YES.the Fill rate was 2.59.

Now here is the rub..I called December 17th,2013 to have my tanks filled ..I had 35 percent of the gas in tanks.I called again Dec 28th and reminded [redacted],the rep at Heritage Propane that I would be out of gas and needed filled before the bad weather came in.We live 7 tenths of a mile of the main road and we are nearly on top of a mountain...Called again on Monday Jan 6th and told her we were out of gas and I didnt know if the truck could get here and informed her if it didnt they could pick up their tanks.The truck did arrive arround 4 pm.The driver had to install tire chains but he did get here and fill the tanks.Problem is they charged me 3.73 a gallon for the gas i.l.o.the 2.59 I was told that it would be.The driver pumped 274.7 gallons. I contacted Heritage Propane ,[redacted],and was told the 2.59 was the summer price and there was nothing she could do about it.I am satisfied that they have done other customers like they did me.I have subscribed to their service for 5 years and now [redacted] decided that although I was told the 2.59 would be locked it there was nothing they could do about it.I am not sure of the exact price they did charge me all I have is the ticket with the total gallons which is 274.7.Desired Settlement: I would like the money refunded to my credit card account and their business practices investigated at this Heritage branch.I will have Heritage tanks removed when the gas is out

Business

Response:

To Whom It May Concern:

Thank you for giving AmeriGas Propane. L.P. d/b/a Heritage Propane ("AmeriGas") an opportunity to respond to [redacted]'s complaint regarding pricing and past account history. AmeriGas takes any complaint by its customers seriously and upon receipt of your letter, we reviewed Mr. [redacted]'s account. We have concluded our investigation and provide the following response.

Currently, Mr. [redacted] is not enrolled in any of our pricing programs causing his price to fluctuate. With approved credit, Mr. [redacted] can enroll in our pre-buy program which would give him a locked in price per gallon. He is also able to enroll in anyone of pricing programs when the programs open back up for enrollment. For more details on our programs, Mr. [redacted] should contact his local office at ###-###-####. As a courtesy, District Manager, [redacted], adjusted Mr. [redacted]'s last delivery to $3.44 per gallon giving him a credit of $55.49 on his account.

Enclosed is account history for Mr. [redacted]'s account dating back to May 2010, which according to our records is when Mr. [redacted] established an account with us.

We value our customers and sincerely apologize for any inconvenience we may have caused Mr. [redacted]. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Customer Advocacy Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Thank for your assistance in this matter..Heritage Propane's response as to not be enrolled in a program is a feeble attempt to cover the price gouging they do to their customers.Per their records I have been a customer since May of 2010 and did not know of such a program until I called and inquired about the cost of the Propane in Jan 2014.They charged me $1012.00 for 274.7 gallons of propane.Per their records each time my tanks were filled the cost was adjusted back to the summer fill price after I contacted them until this last fill .I will be changing companies .Hopefully,Heritage Propane will investigate the business practices of this branch.

Thank You

Regards,

Business

Response:

Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond again to Mr. [redacted]'s complaint regarding his price per gallon. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. [redacted]s's complaint, we investigated the allegations contained therein and provide the following response based on our findings.

District Manager, [redacted], has agreed to lower Mr. [redacted]'s price per gallon to $3.44. Amerigas feels this price is fair with prices rapidly increasing and propane shortages taking effect nationwide. Increases in propane prices are due to the increased wholesale costs and the costs of transportation as we are re-directing supply across the country to ensure all customers have adequate supply.

We value our customers and apologize for any inconvenience we may have caused Mr. [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,

Customer Advocacy Manager

Consumer

Response:

Heritage Propane has not issued any credit to my card.Per conversation with [redacted] this morning,2/4/14, I should respond to the fact that no credit has been issued and I informed her that I had my 100# propane tank filled at [redacted] last week and was charged 2.95 for propan .I remind you I was charged 1027for 274.7 gallons of propane by heritage/amerigas 3.73 dollars a gallon.Per their manager they agreed to drop the price to 3.44 ..NO CREDIT has been issued to my card....I am very disappointed with Amerigas response.I am more disappointed with the customer service as it relates to taking from December 17th 2013 until Jan.2 2014 to deliver the Propane.I will remind you I made three calls..December 17th,December28th 2013 and Jan 2 2014 before the propane was delivered.Then the charge of 3.73 a gallon for propane .Would this be considered price gouging?

Business

Response:

I verified with the District Manager that Mr. [redacted] does in fact have a credit on his account. If he would like a credit applied to his credit card then we would need his credit card number or if he would like a refund check we can do that also.

Thank you.

Consumer

Response:

I have paid as I go with this company so I would like to know why I was not contacted v.i.a. phone or by mail to inform me of a credit to my account. I do not have the ability to track what they do in their office.I am still waiting for an explanation of why I was charged 1027 dollars for 274.7 gallons of propane.That is 3.73 a gallon and why it took nearly three weeks for this company to service their tanks.I had my 100# tank filled at Southern States for 2.95 a gallon last week.I dont understand why I can get 30 gallons of propane for 2.95 a gallon from a co-op and the company I have depended on to keep propane in the tanks I use to heat my house charged 3.73.To be fair with Heritage I am sure they have charges other than just the propane but since I have only the total gallons I have divided the total charge by the total fill gallons and it comes to 3.73. The summer fill pricing was explained to me after Heritage/Amerigas charged me the inflated price for the propane. One would think that a customer since 2010 would have been furnished the information required to keep the summer rate because previously I have been given the summer price after I called about not being charged the correct fill price per gallon.Heritage records will confim that.I would like to thank the Revdex.com for giving me an outlet to vent my concerns because Heritage/Amerigas certainly doesnt care enough about their customers to make a phone call or send a notice v.i.a.mail.Heritage/Amerigas can send me a check in the mail for the refund if indeed there is a refund.

Business

Response:

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

Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond again to Mr. [redacted]'s complaint regarding his price per gallon and credit on his account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. [redacted]s's complaint, we investigated the allegations contained therein and provide the following response based on our findings.

As mentioned in our last response, District Manager, [redacted], lowered Mr. [redacted]'s price per gallon to $3.44. Amerigas feels this price is fair with prices rapidly increasing and propane shortages taking effect nationwide. Increases in propane prices are due to the increased wholesale costs and the costs of transportation as we are re-directing supply across the country to ensure all customers have adequate supply. Since the price adjustment was made on Mr. [redacted]'s account there was a credit in the amount of$55.49. Mr. [redacted] has since issued a refund check for Mr. [redacted]; please allow two (2) to three (3) weeks for delivery.

We value our customers and apologize for any inconvenience we may have caused Mr. [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,

Customer Advocacy Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Consumer received his refund. He is not satisfied due to lack of customer service. He called on 12/17 and did not get a delivery until sometime in January after he called numerous times.

Regards,

Review: To say I am furious would be an understatement. I had been a customer of the AmeriGas Propane Company since November of 2005. When they neglected to fill up my tank at summer prices this year, and informed me in September that the fuel was not at $2.47 per gallon, as it was in the summer, but was going to be $2.99 per gallon, I began to check around with someone more local to me. I contacted [redacted] Propane in [redacted], who could furnish me my fuel at $1.00 less a gallon, and I recontacted Amerigas. My tank was installed in 2005, and at a cost to me of $1,263.60, I purchased my tank, terminated my contact with them, and went with [redacted]. Because I was on budget billing, I had been paying $100.00 monthly, so that I would have the fuel paid for, when it was delivered, approximately 3 times a year. In October, when I purchased the tank, I had a credit balance of $1,550.88, and after deducting the amount of the tank (plus sales tax), they owed me $287.28. I have made multiple calls to both the Roanoke office, and to the headquarters, and each and every time I get the, "oh we will process this, and get it out this Friday". Pardon my french, but it has been bull crap!!!!! Not only have I not received my refund check, THEY HAVE HAVE THE NERVE, TO SEND ME A PAST DUE NOTICE THAT WAS RECEIVED IN SATURDAY'S MAIL!!!!!!!!. To be perfectly honest, I am so angry at this time over this entire thing, that I am considering writing a letter to the editor, with the Roanoke Times news, concerning their service, billing practice, and pricing, etc. Calling the local TV stations might not be a bad idea either. Not only have they lost a customer, who, right now, is madder than [redacted], they also lost an additional $3,000, because I turned around, and paid [redacted] to put me in a gas fired, tankless water heater, and removing the electric water heaters that I had, which will increase the gas consumption that I also use.....................at a savings of $1,00 per gallon, over the price that Amerigas is charging now!. I sent an email to the headquarters, and I tried to contact the local office, and left them a message, but will be very surprised, if I receive any response! Maybe you would receive some response, on my behalf.Desired Settlement: Refund

Business

Response:

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 and upon receipt of your letter, we reviewed [redacted]’s account. We have concluded our investigation and provide the following response.

On January 1, 2014 a refund in the amount of $287.28 was processed and [redacted] should receive the refund check in the next couple of weeks.

We value our customers both past and present and sincerely apologize for any inconvenience we have caused [redacted]. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Customer Advocacy Manager

Review: I have been trying to close an account with then since Oct 2010. First they would not bill me the correct amount that was stated on the signed contract. After 3 years I had to renegotiate with new management this year. Now Im still getting bills on an account that has a 0 balance and they will not close at my 3 request in the past 2 months. I would not do business with this company unless you like to spend your time trying to fix what they screw up.Desired Settlement: I would like a written letter of apology for the hours that it has taken me to get this far with them and documentation that the account is CLOSED.

Business

Response:

Via email ([email protected]) January 20, 2014

Revdex.com of Western Virginia (Roanoke, VA)

Attn: Sue Richards

5115 Bernard Drive, Suite 202

Roanoke, VA 24018

Re: Craig [redacted] Sr., Complaint No.9868383

Dear Ms. Richards

Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond to Mr.

[redacted]'s complaint regarding his open account with AmeriGas. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. [redacted]'s complaint, we investigated the allegations contained therein and provide the following response based on our findings. Mr. [redacted] has purchased his tank and his account has been closed by AmeriGas. We apologize for the delay in closing Mr. [redacted]'s account. We value our customers both past and present and apologize for any inconvenience we may have caused Mr. [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,

Customer Advocacy Manager

cc: John Holland, Area Director

Chad Huddleston, District Manager

PO

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: In October of 2013, A work order was created by Amerigas to stop propone services. Amerigas sent a employee to my

home and shut off the propane tank and put a lock on the tank so that no one could unlock the tank. My family went

through a cold night awaiting the correction of the event. I have being doing business with Amerigas for 15 years.

I was expecting more concern but recieved none.

My family decided to plan an upgrade to total electric. We completed the upgrade in November 2013. I called Amerigas and requesed

that the remaining gas in the tank to be pumped out. I agreed to the pumping charges and asked for a final bill. I paid the final bill.

My complaint is that Amerigas will not follow thru and pump the gas out. I have made repeated calls and I get the same message

The tell me they will get to it but they can not give me a date. I would be glad to work with a date. I would be glad to pay in advance.

I am not interested in battle but only be treated with have some respect. I am paying more for electric services but at least I

know [redacted] will not cut the power off for no reason.

Please help with this issue and thanks for listening

Business

Response:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to Mr. [redacted]’s

complaint regarding tank removal from his property. AmeriGas takes any complaint by its customers seriously.

Therefore, upon receipt of Ms. [redacted]’s complaint, we investigated the allegations contained therein and provide the

following response based on our findings.

Mr. [redacted] is correct he did request to have his account closed and his tanks removed in October of 2013.

Unfortunately over the last few months we have had a lot of rain and snow and we need to get a bobtail into his yard

to remove the 500 gallon underground tank. Upon receiving this letter AmeriGas District Manger [redacted]

contacted Mr. [redacted] directly to offer him an explanation as to why the tank has yet to be removed. Ms. [redacted]

also informed him that she had a technician go out and lock his tank so his account could be final billed and he could

receive credit for the remaining propane in his tank prior to it being pumped out and removed. Mr. [redacted] did

indicate to Ms. [redacted] this was an acceptable resolution.

We value our customers and apologize for any inconvenience we may have caused Mr. [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,

Jill Donohue

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Propane was shut off without notice during cold. Temperature inside home fell to 39° for 3 days.Desired Settlement: And a follow-up to verify changes in policy.

Business

Response:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to Mr. [redacted]’s

complaint regarding his tank being locked off. AmeriGas takes any complaint by its customers seriously. Therefore

upon receipt of Mr. [redacted]’s complaint, we investigated the allegations contained therein and provide the

following response based on our findings.

Mr. [redacted] is correct we did lock off the tank at his home. Unfortunately after purchasing his home Mr.

[redacted] never called us to set up an account in his name. In addition the previous resident never called to stop

service on their account so we still made two more deliveries to the home after they sold it to Mr. [redacted]. These

deliveries were never paid for which is why the tank was locked off. We became aware of the change in ownership

on March 26, 2014 at which time we immediately began to close out the previous resident’s account and open a new

one under Mr. [redacted]’s name. AmeriGas District Manager [redacted] has tried to contact Mr. [redacted]

directly to discuss this matter but unfortunately he has not been able to reach him.

We value our customers both past and present and apologize for and inconvenience we have caused to Mr.

[redacted]. We trust this response addresses his concerns. In light of the foregoing, AmeriGas reasonably believes

that this matter is on its way to being resolved. If you have any questions or require further information, please feel

free to contact me.

Review: I was charged a line test fee that was not done ,when called and asked about it the manager said that service tech no longer worked for them but I still owed the money. I said I didn't agree to this and asked why they needed to do a line test. She said that they always did it if you run out of propane. During the time lapse of the dispute they charged me 2 late fees. So I called the main office in Pa. They said they would contact the local office and them call me. The manager called and said they would come out and do the leak test know , reluctantly I agreed because I wanted this over with. When they showed up they said the tank had to be hooked up to do a line test I asked why if they were testing the line witch was what was being tested. They said they had to test their tank as well. So the left. I called and paid the 128.00 test fee but not the late charge and registered my complaint. I said I wound no longer do business with a company that cheated their customers. And said when I use up the propane they can come get the tank and I would do business with someone else, They wanted to come back and get the tank now I said no I would call when it was empty, since I already rented it . I came home later and noticed it was gone along with half a tank of propane I paid for. I have called them and asked for my propane and rent back for what I didn't use. They have not called me back.Desired Settlement: I want paid for the propane and the rest of the tank rental. And late fees removed

Business

Response:

His wife signed the out of gas form when we did the leak test the first time. When we went back out our tank was unhooked I told him he could not hook up the tank himself that we would have to do the leak test. He hung up the phone on me. So I picked up our tank so he would not try and hook up himself without a leak test being done. The late fees for him we had already removed and He is getting a credit for 83.57 for the gas in the tank.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I am not satisfied . I paid for a leak test that was never done , and would like my money back for it. This is what the whole complaint was about to start with. Thanks [redacted]

Review: Change gas company Dec/26/2013. Amerigas still hadn't move old tank from customer address have asked several times.Desired Settlement: Move tank

Business

Response:

Company states the tank has been picked up.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have an underground professionally installed 120 gallon tank. I have been a loyal customer since 2006 .The average gas price in area is $3.25- $3.29 per gallon of propane. Amerigas is charging me $4.88 per gallon of propane. This is 68% higher than nearest competitor and 289% higher than the approximate $1.69 they pay per gallon for the propane. I have called on 1/7/14, I spoke with [redacted] and again on 1/10/14 and spoke with [redacted] and the store manager [redacted]. I specifically asked to not be delivered any propane at this time while trying to get an understanding of these prices. My original delivery date was 1/15/14 , which the computer generated even though I was on the "will call" list, but Amerigas decided to top off my tank with 28.9 gallons @ $4.88 a gallon on 1/11/14 and leave a bill in the front door. I have been a loyal customer since 2006 and for being a loyal customer, I am being charged this price because I do not use a lot of gas. I also have very difficult time getting Amerigas to return my phone calls to handle these regards. I have found them be a very arrogant and unethical company. From my conversations with the other propane providers in the area and doing online research this is way above and beyond the normal for their propane and services. Reseach from both has turned up very high consumer complaints and near 0% customer satisfaction. This is a current and open matter.Desired Settlement: I am in a contract for tank rental. It is an underground tank. I would like for them to terminate my contract and leave the tank where it is and in tact. The tank is no longer new so pro-rating is difficult to determine the tanks actual condition and value . The 68% higher prices I have paid for previous propane and rental fees should be more than enough to call it even.

Business

Response:

Dear Ms. [redacted]:

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

[redacted], District Manager of our Lynchburg, VA district has been in contact with Mr. [redacted] regarding his concerns. Mr. [redacted]’s account has been changed from a forecast customer to will call as requested. As a courtesy for his troubles, tank rent was removed and a discounted rate of $3.99 per gallon was applied to the account.

We value our customers and apologize for any inconvenience we may have caused Mr. [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,

Customer Advocacy Manager