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AmeriGas Propane LP

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Phone: (610) 337-7000 View Additional Phone Numbers 460 North Gulph Road, King of Prussia, PA 19406 http://www.amerigas.com View Additional Web Addresses

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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for AmeriGas Propane LP include:

  • Failure to respond to 1 complaint filed against business

Factors that raised the rating for AmeriGas Propane LP include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

785 complaints closed with BBB in last 3 years | 298 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 13
Billing/Collection Issues 253
Delivery Issues 59
Guarantee/Warranty Issues 1
Problems with Product/Service 459
Total Closed Complaints 785

Additional Information

top
BBB file opened: September 01, 1984 Business started: 01/01/1956
Type of Entity

Partnership

Business Management
Mr. Eugene V.N. Bissell, President & CEO Retired 2012 Mr. Jerry Sheridan, President & CEO Ms. Jill Donohue, Customer Advocacy Manager Mr. Don Jackson, Manager
Contact Information
Principal: Mr. Eugene V.N. Bissell, President & CEO Retired 2012
Customer Contact: Ms. Jill Donohue, Customer Advocacy Manager
Principal: Mr. Jerry Sheridan, President & CEO
Business Category

Natural Gas Companies Gas - Propane Gas - Propane - Equipment & Supplies

Alternate Business Names
Ameri Gas Propane AmeriGas Amerigas Propane Company

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1014 Forty Foot Road

    Kulpsville, PA 19443

  • THIS LOCATION IS NOT BBB ACCREDITED

    1027 Texas Palmyra Hwy

    Honesdale, PA 18431 (570) 253-2490

  • THIS LOCATION IS NOT BBB ACCREDITED

    1031 Ritner Highway

    Shippensburg, PA 17257

  • THIS LOCATION IS NOT BBB ACCREDITED

    1127 North Quebec Street

    Allentown, PA 18103

  • THIS LOCATION IS NOT BBB ACCREDITED

    126 E. 3rd Avenue

    Ranson, WV 25438

  • THIS LOCATION IS NOT BBB ACCREDITED

    126 East Third Avenue

    Ranson, WV 25438

  • THIS LOCATION IS NOT BBB ACCREDITED

    1320 Central Park Blvd.

    Fredericksburg, VA 22401

  • THIS LOCATION IS NOT BBB ACCREDITED

    145 South First Street

    Lehighton, PA 18235

  • THIS LOCATION IS NOT BBB ACCREDITED

    2014-C Lafayette Blvd

    Fredericksburg, VA 22401

  • THIS LOCATION IS NOT BBB ACCREDITED

    203 Main Street

    Stroudsburg, PA 18360

  • THIS LOCATION IS NOT BBB ACCREDITED

    372 Fairfax Pke

    Stephens City, VA 22655

  • THIS LOCATION IS NOT BBB ACCREDITED

    3927 East Newport Road

    Gordonville, PA 17529

  • THIS LOCATION IS NOT BBB ACCREDITED

    4099 Birney Avenue

    Moosic, PA 18507

  • THIS LOCATION IS NOT BBB ACCREDITED

    431 East King Street

    Malvern, PA 19355

  • THIS LOCATION IS NOT BBB ACCREDITED

    460 North Gulph Road

    King of Prussia, PA 19406

  • THIS LOCATION IS NOT BBB ACCREDITED

    6823 Paxton Street

    Harrisburg, PA 17111

  • THIS LOCATION IS NOT BBB ACCREDITED

    811 South Poplar Street

    Hazleton, PA 18201

  • THIS LOCATION IS NOT BBB ACCREDITED

    922 York Road

    Dillsburg, PA 17019

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 272

    Kulpsville, PA 19443

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 307

    Purcellville, VA 20132

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    P.O. Box 965

    Valley Forge, PA 19482

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    PO Box 220

    Ranson, WV 25438

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    R.R. 2 Box 2129-DRockville Lane

    Stroudsburg, PA 18360

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    RR 2 Box 2129D

    Stroudsburg, PA 18360

  • THIS LOCATION IS NOT BBB ACCREDITED

    RR 4 Box 225

    Honesdale, PA 18431

  • THIS LOCATION IS NOT BBB ACCREDITED

    20348 Leitersburg Pike

    Hagerstown, MD 21742

  • THIS LOCATION IS NOT BBB ACCREDITED

    10097 Baltimore National Pike

    Ellicott City, MD 21042

  • THIS LOCATION IS NOT BBB ACCREDITED

    674 W Pulaski Hwy

    Elkton, MD 21921

  • THIS LOCATION IS NOT BBB ACCREDITED

    1573 Tilco Drive Ste 2

    Frederick, MD 21704

  • 41 Washington Road  PO Box 383

    Waldoboro, ME 04572

  • 45 Riverside Street

    Lewiston, ME 04240

  • 45 Riverside Street # 47

    Lewiston, ME 04240

  • 55 Warren Avenue

    Portland, ME 04103

  • 67 Ocean Park Road

    Saco, ME 04072

  • PO Box 21

    Winn, ME 04495

  • PO Box 362  PO Box 362

    Brewer, ME 04412

  • PO Box 408

    Pittsfield, ME 04967

  • PO Box 548

    Houlton, ME 04730

  • PO Box 559

    Lewiston, ME 04243

  • THIS LOCATION IS NOT BBB ACCREDITED

    202 W Main St

    Hillsborough, NH 03244

  • THIS LOCATION IS NOT BBB ACCREDITED

    202 W Main Street

    Hillsboro, NH 03244

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO BOX 1950

    Hillsboro, NH 03244

  • 75 Regional Drive

    Concord, NH 03301

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 7122Gonic Station

    Rochester, NH 03839

  • THIS LOCATION IS NOT BBB ACCREDITED

    Route 125

    Rochester, NH 03839

  • THIS LOCATION IS NOT BBB ACCREDITED

    2458 RTE 3

    Thornton, NH 03223

  • THIS LOCATION IS NOT BBB ACCREDITED

    11 Liberty Dr

    Londonderry, NH 03053

  • THIS LOCATION IS NOT BBB ACCREDITED

    595 Eastman Rd

    Conway, NH 03813

  • THIS LOCATION IS NOT BBB ACCREDITED

    595 Eastman Road

    Center Conway, NH 03813

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    P.O. Box 1279

    Conway, NH 03818

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    Bos 268 Route 3 North

    Lancaster, NH 03584

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    Route 3 North

    Lancaster, NH 03584

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    190 Maple Avenue

    Claremont, NH 03743

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    1407 Greenland Road

    Greenland, NH 03840

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    PO Box 35

    Greenland, NH 03840

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    1150 Union Ave

    Laconia, NH 03246

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    1153 Newfield St

    Middletown, CT 06457

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    268 Route 80

    Killingworth, CT 06419

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    275 S Main St

    Colchester, CT 06415

  • THIS LOCATION IS NOT BBB ACCREDITED

    358 Torrington Rd

    Litchfield, CT 06759

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    400 Eagles Nest Rd Ste B

    Bridgeport, CT 06607

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    400 Hartford Tpke

    Hampton, CT 06247

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    52 Lower Bartlett Rd

    Quaker Hill, CT 06375

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    651 Middle St

    Bristol, CT 06010

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    PO Box 935

    Litchfield, CT 06759

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    109 Rishel Hill

    Bellefonte , PA 16823

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    1206 North Main StreetExtension

    Butler, PA 16001

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    1280 Wayne Ave

    Indiana, PA 15701

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    1282 Wayne Ave

    Indiana, PA 15701

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    336 Beaver Run Ave

    Sidman, PA 15955

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    3540 State Route 151

    Aliquippa, PA 15001

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    Old Rt 66 RR 9Box 609

    Greensburg, PA 15601

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    P. O. Box 371473

    Pittsburgh, PA 15205

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    P.O. Box 371473

    Pittsburgh , PA 15250

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    PO Box 368North Center Ave

    Somerset, PA 15501

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    POB 5240

    Pleasant Gap, PA 16823

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    RD7 RT87705 Sharon Mercer Rd

    Mercer, PA 16137

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    RR 4 Box 93

    Clearfield, PA 16830

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    RR 51

    Bulger, PA 15019

  • 158 Govenor Bukakis Suite 1

    Orange, MA 01364

  • 51 Electric Street

    Athol, MA 01331

  • THIS LOCATION IS NOT BBB ACCREDITED

    388 Palmer Road

    Ware, MA 01082

  • THIS LOCATION IS NOT BBB ACCREDITED

    69 Van Deusenville Road

    Housatonic, MA 01236

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    1162 Park Street

    Palmer, MA 01069

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    2400 S. Main St.

    Akron, OH 44319

  • THIS LOCATION IS NOT BBB ACCREDITED

    3580 Lincoln Way

    Wooster, OH 44691

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    5584 State Route 5

    Ravenna, OH 44266

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    713 Park Avenue East

    Mansfield, OH 44905

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    2659 Dean Dr

    Mount Orab, OH 45154

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    464 Batavia Pike

    Cincinnati, OH 45244

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    880 Todhunter Rd

    Monroe, OH 45050

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    PO Box 435

    Monroe, OH 45050

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    4520 Roseville RdDistrict #5703

    Roseville, OH 43777

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    7265 Industrial Pkwy

    Plain City, OH 43064

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    1005 J P Sullivan Dr

    Eaton Rapids, MI 48827

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    11150 Chicago Dr

    Zeeland, MI 49464

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    11475 E US Highway 10

    Reed City, MI 49677

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    127 S Sterling St

    Ashley, MI 48806

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    137 Prospect St

    Hartford, MI 49057

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    14030 Barber Creek Ave

    Kent City, MI 49330

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    1600 King Hwy

    Kalamazoo, MI 49001

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    16559 Marcellus Rd

    Three Rivers, MI 49093

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    1901 River Rd

    Petoskey, MI 49770

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    218 Water St

    Cheboygan, MI 49721

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    2985 W US Highway 10

    Ludington, MI 49431

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    3400 S Oceana Dr

    New Era, MI 49446

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    351 W Wexford Ave

    Buckley, MI 49620

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    3860 N Clare Ave

    Harrison, MI 48625

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    5555 M 115

    Cadillac, MI 49601

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    5857 S Warner Ave

    Fremont, MI 49412

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    595 McCoy Rd W

    Gaylord, MI 49735

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    6101 E Traverse Hwy

    Traverse City, MI 49684

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    6614 9 Mile Rd

    Mecosta, MI 49332

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    681 E Chicago Rd

    Coldwater, MI 49036

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    711 E Cayuga St

    Bellaire, MI 49615

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    750 W Elm St

    Wayland, MI 49348

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    835 Croton Dr

    Newaygo, MI 49337

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    930 Raymond Rd N

    Battle Creek, MI 49014

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    9883 Belding Rd

    Belding, MI 48809

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    PO Box 557

    Harrison, MI 48625

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    PO Box 608

    Cadillac, MI 49601

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    PO Box 68

    Ashley, MI 48806

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    855 Talleyrand Ave.

    Jacksonville, FL 32206

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    189 SW Midtown Place

    Lake City, FL 32025

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    21 S Orange Ave.

    Green Cove Springs, FL 32043

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    7162 Philips Hwy

    Jacksonville, FL 32256

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    8486 Devoe St

    Jacksonville, FL 32221

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    98 S. Penman Road

    Jacksonville Beach, FL 32250

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    10501 Airport Hwy.

    Swanton, OH 43558

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    P.O. Box 238

    Swanton, OH 43558

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    10501 Airport Hwy

    Holland, OH 43558

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    7221 Old Statesville Rd

    Charlotte, NC 28269

  • 1729 Bethel Dr.

    High Point, NC 27260

  • THIS LOCATION IS NOT BBB ACCREDITED

    18667 US Highway 31

    Cullman, AL 35058

  • THIS LOCATION IS NOT BBB ACCREDITED

    1510 Highway 61 N

    Tunica, MS 38676

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    775 US Highway 64

    Adamsville, TN 38310

  • THIS LOCATION IS NOT BBB ACCREDITED

    1510 Highway 61 N

    Tunica, MS 38676

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    1038 E Washington St

    Nashville, NC 27856

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    111 Futrell Ln

    Kinston, NC 28504

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    1208 Julian R Allsbrook Hwy

    Weldon, NC 27890

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    1340 Central Dr

    Southern Pines, NC 28387

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    146 Forlines Rd

    Winterville, NC 28590

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    1503 W Garner Rd

    Garner, NC 27529

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    2931 N William St

    Goldsboro, NC 27530

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    2946 US 1 Hwy 158

    Henderson, NC 27537

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    309 S Brightleaf Blvd

    Smithfield, NC 27577

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    322 N. Brightleaf Blvd. Ste. E

    Smithfield, NC 27577

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    342 King St

    Belhaven, NC 27810

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    4218 Arendell St

    Morehead City, NC 28557

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    6826 Ward Blvd

    Wilson, NC 27893

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    PO Box 980

    Goldsboro, NC 27533

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    PO Box A

    Pinetops, NC 27864

  • 1110 W. Danville Street

    South Hill, VA 23970

  • 1701 Brook Rd

    Richmond, VA 23220

  • 2014-C Lafayette Boulevard

    Fredericksburg, VA 22404

  • 210 Main Street

    Kenbridge, VA 23944

  • 3323 S. Crater Road

    Petersburg, VA 23805

  • 470 James Madison Highway

    Culpeper, VA 22701

  • 656 Boulevard  Suite A

    Colonial Heights, VA 23834

  • 8356 Meetze Road

    Warrenton, VA 20188

  • 98 Main Street

    Warsaw, VA 22572

  • THIS LOCATION IS NOT BBB ACCREDITED

    10052 NW 89th Ave.

    Medley, FL 33178

  • THIS LOCATION IS NOT BBB ACCREDITED

    2220 SW 70th Ave.

    Davie, FL 33317

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    299 SW 12th Ave

    Pompano Beach, FL 33069

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    3301 Oleander Ave.

    Fort Pierce, FL 34982

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    425 US Hwy. 1

    Vero Beach, FL 32960

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    5075 US Hwy. 1

    Vero Beach, FL 32967

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    705 S. Krome Ave.

    Homestead, FL 33030

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    711 N. Federal Hwy.

    Boynton Beach, FL 33435

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    7171 Interpace Road

    West Palm Beach, FL 33407

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    86400 Overseas Hwy.

    Islamorada, FL 33036

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    1120 10th St E

    Palmetto, FL 34221

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    4600 Paul Buchman Hwy

    Plant City, FL 33565

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    27821 S Tamiami Trl Unit 2

    Bonita Springs, FL 34134

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    3631 Land O Lakes Blvd

    Land O Lakes, FL 34639

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    211 Jerome Dr

    Immokalee, FL 34142

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    2600 Katherine St

    Fort Myers, FL 33901

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    12205 Starkey RD

    Largo, FL 33773

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    4327 Mercantile Ave

    Naples, FL 34104

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    401 Ponce De Leon

    Brooksville, FL 34601

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    129 Cedar Green Rd

    Lexington, SC 29073

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    1380 N Main St

    Summerville, SC 29483

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    216 Blossom St

    North, SC 29112

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    4315 Piggly Wiggly Dr.

    North Charleston, SC 29405

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    4702 Augusta Rd

    Lexington, SC 29073

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    510 Camelia St

    North, SC 29112

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    420 County Road 50

    Avon, MN 56310

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    3916 SW Adams St

    Peoria, IL 61605

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    1036 Smithfield Dr

    Fort Collins, CO 80524

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    1036 Smithfield Dr

    Fort Collins, CO 80524

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    933 W Main St

    Riverton, WY 82501

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    933 W Main St

    Riverton, WY 82501

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    611 W Highway 30

    Pine Bluffs, WY 82082

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    611 W Highway 30

    Pine Bluffs, WY 82082

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    PO Box 337

    Fairplay, CO 80440

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    PO Box 337

    Fairplay, CO 80440

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    888 Highway 133

    Carbondale, CO 81623

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    888 Highway 133

    Carbondale, CO 81623

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    49 Kooi St

    Sheridan, WY 82801

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    49 Kooi St

    Sheridan, WY 82801

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    215 W 29th St

    Loveland, CO 80538

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    215 W 29th St

    Loveland, CO 80538

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    306 Highway 230

    Laramie, WY 82070

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    306 Highway 230

    Laramie, WY 82070

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    6300 Montano Rd NW Ste C

    Albuquerque, NM 87120

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    6300 Montano Rd NW Ste C

    Albuquerque, NM 87120

  • 135 Calle Don Tomas

    Bernalillo, NM 87004

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    135 Calle Don Tomas

    Bernalillo, NM 87004

  • PO Box 1099

    Bernalillo, NM 87004

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    PO Box 1099

    Bernalillo, NM 87004

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    PO Box 2037

    El Prado, NM 87529

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    PO Box 2037

    El Prado, NM 87529

  • 2580 Hwy 333

    Moriarty, NM 87035

  • 2880 Hwy 333

    Moriarty, NM 87035

  • PO Box 1790

    Moriarty, NM 87035

  • PO Box 1790

    Moriarty, NM 87035

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    4120 Broadway Blvd SE

    Albuquerque, NM 87105

  • THIS LOCATION IS NOT BBB ACCREDITED

    4120 Broadway Blvd SE

    Albuquerque, NM 87105

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    514 Kit Carson Rd

    Taos, NM 87571

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    514 Kit Carson Rd

    Taos, NM 87571

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    17818 US 85/285

    Santa Fe, NM 87506

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    17818 US 85/285

    Santa Fe, NM 87506

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    1401 Highway 50

    Delta, CO 81415

  • THIS LOCATION IS NOT BBB ACCREDITED

    1401 Highway 50

    Delta, CO 81415

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    1850 N Townsend Ave

    Montrose, CO 81401

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    1850 N Townsend Ave

    Montrose, CO 81401

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    690 Railroad Blvd

    Grand Junction, CO 81505

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    690 Railroad Blvd

    Grand Junction, CO 81505

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    1401 Hwy 50

    Delta, CO 81416

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    1401 Hwy 50

    Delta, CO 81416

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    PO Box 368

    Manor, TX 78653

  • THIS LOCATION IS NOT BBB ACCREDITED

    6801 Mitchell Pkwy

    Arlington , TX 76002

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    5050 S Muskogee Ave

    Tahlequah, OK 74464

  • THIS LOCATION IS NOT BBB ACCREDITED

    1611 Davis Ave

    McCall, ID 83638

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    760 W. Main St.

    Jerome, ID 83338

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    324 2nd St S

    Nampa, ID 83651

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    56189 29 Palms Highway

    Yucca Valley, CA 92284

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    41830 Enterprise Cir S

    Temecula, CA 92590

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    2080 S. Goldenstate Blvd.

    Fowler, CA 93625

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    3200 E. Pacheco Blvd.

    Los Banos, CA 93635

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    PO Box 310

    Fowler, CA 93625

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    800 S Main

    Lone Pine, CA 93545

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    PO Box 2488

    Mammoth Lakes, CA 93546

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    130 High St.

    Delano, CA 93215

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    9750 S Union Ave

    Bakersfield, CA 93307

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    161 Center St

    Mammoth Lakes, CA 93546

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    PO Box 2488

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  • (215) 855-9063(Phone)
  • (301) 725-7087(Phone)
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  • http://www.shanerpropane.com
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Complaint Detail(s)

7/8/2014 Problems with Product/Service
7/6/2014 Problems with Product/Service
6/30/2014 Problems with Product/Service
6/29/2014 Problems with Product/Service
6/28/2014 Billing/Collection Issues
6/27/2014 Problems with Product/Service
6/24/2014 Billing/Collection Issues
6/20/2014 Problems with Product/Service
6/20/2014 Problems with Product/Service
6/15/2014 Problems with Product/Service
6/14/2014 Billing/Collection Issues
6/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have an account with VSECU for the VHEAT program for propane. Amerigas is the provider and has been for 2 years. The new contract stated that we will be billed for all unused propane. We paid for our unused gallsons to the amount of $460.00. We still need the propane that we have paid for. I'm not giving them money without receiving product in return. The contract was unclear. VSECU would pay Amerigas for our bills and in return we would pay VSECU. However Amerigas is not honoring the remaining gallons that we have paid for. please help. This is a lot of money to a family. Sincerely ****** *****

Desired Settlement: I would like either a refund or would like the propane we have paid for.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/14/2014 Billing/Collection Issues
6/14/2014 Billing/Collection Issues
6/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In October 2011,I contacted Amerigas to get a tank of propane for home heating. they had set up november 4 2011 for the delivery date of the tank. they told me in a few days i would recieve the propane. A few weeks went buy and i call them because i hadnt received the propane. they said give them a few days and they would get it to me. a few more weeks had gone buy and i still hadnt received propane. I called again and i got the same response, in a few days i would have my propane. i waited and waited and nothing. so after two months of this i called and told them to remove the tank.this was in the begining of january. i waited one week and called again and told them to remove the tank. they told me they would send some one right out to get it. i waited two weeks and called again telling them to come and get their tank. They said they would put it on express pick up and send some one to get it as soon as possible. all of this from january to mid febuary.i called them one last time mid febuary and told them i wanted the tank gone. i told them it was no way to run a business and if it wasnt removed i would charge the a renters fee for leaving an empty tank on my land. i had also paid 49.95 to lock in a set price of the propane whick was $1.899

Desired Settlement: i want the price lock that i had paid refunded and i would like a storage fee for the tank sitting on my land empty. i dont feel im askin to much because there isnt a storage place in the world that wouldnt charge for somthing no matter what it was to sit on their land. i feel for the inconvience they caused $150 a week is not to much to ask. 18 weeks in total that i am askin this price for. the total price i am askin for is 2,700 dollars. thank you very much better business bureau.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/10/2014 Problems with Product/Service
6/10/2014 Billing/Collection Issues
6/9/2014 Problems with Product/Service
6/8/2014 Delivery Issues
6/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Back in March 2012 Amerigas sent me a bill that stated Owed $277. I have been on a monthly budget since September 2011 for $229 a month. I called them and was told they were asking people if it was OK to increase their budgets. No one from Amerigas ever contacted me about it before, and I saw no need to increase my budget (I was actually over paying as it was). I was told that my budget would stay at $229 a month. I paid the $229 on time. The following month I recieved a notice that I owed $48. However, I also recieved my regular bill that said I owed $229 for my budget and nothing more. I called the company, but was told I needed to call the ******* ******* because local comapnies deal with their own billings. When they tried to tranfer me to the correct place, I was hung up on. After calling back, they connected me to the correct place. I was told that I was right and owed nothing and that my account would be taken care of. It is now June 2012 and I am still receiving past due notices. When I call the numbers I am given, I am told they are the wrong numbers even though the people I talked to the previous month from Amerigas are the ones who gave me the numbers. It, literally, takes me 1/2 hour to get ahold of the right company. My latest (wrong)statement states that I am over 30 days past due. I am hoping my credit score is not being hurt by this. I also receive a right statement that states I only owe my $229 fee and nothing more. Yes, I am receiving two seperate bills with my same account number on them from the same company.

Desired Settlement: Since I have overpaid my budget, Amerigas owes me $211.48. I also do not want to be charged a termination fee, since it is their fault I am getting rid of their services.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company has repeatedly charged me the incorrect price for my propane deliveries. I have a contract with the company that guarantees pricing and they repeatedly charged me more than the contracted price. I have called the company over 20 times and spoken with multiple customer service representatives and members of management but I continue to receive invoices and delivery tickets that are incorrect. They have acknowledged that I was over charged and they tell me that they will fix the issues but month after month goes by and my invoices do not reflect the adjustments. I even received a past due notice saying that I need to pay them over one thousand dollars immediately but they actually owe me over two hundred dollars at this point. I requested that a check be issued to me for the credit balance but it has been weeks and I have not received a check.

Desired Settlement: I would like my refund check. It has been an unreasonable amount of time since I requested a refund check be sent to me.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/3/2014 Problems with Product/Service
6/3/2014 Problems with Product/Service
6/3/2014 Problems with Product/Service
6/3/2014 Problems with Product/Service
6/1/2014 Billing/Collection Issues
5/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Also Contract and Delivery Issues:Currently I have a signed and prepaid contract for 1021.7 gallons of propane auto delivered at $2.16 per gallon. They cashed my check but never enterted me into the program and currenty charge me $4.34 per gallon and did not deliver until I screamed at them for not delivering for over three months. I have paid $2206.87(in October) and they have done nothing we agreed to.This has happened year after year after year. No Joke! last year was the first year in 10 years I didn't run out and it's because I called. They did however screw up the accounting the same way last year as they did this year.

Desired Settlement: Nothing fancy, They just need to get their accounting straight and honor the contract (1021.7 gallons at $2.16 per gallon) And produce written evidence to support their claim that they own the tank.Not their policy...a signed agreement or contract.Nothing more.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/31/2014 Delivery Issues
5/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Amerigas installed a temporary gas line for my propane tank. I was sent a bill that did not match the services provided. I called them multiple times with no return phone call or resolution to the incorrect invoice and received multiple bills with inconsistent invoice amounts. When I was finally able to reach someone (*****) at the company an apt was sch to have them come out a place a permanent line and they never showed. I called the company and was told there was an emergency and they could not come. Another apt was sch (WITH *****) and they also did not show. I called and was told that there was a death in the company and no one was avaliable. I fianlly made a third apt and they finally came and installed the correct line. The amount on the invoice provided on the date of service 6/13/2012 was for 44 feet of line for 220.00 (4$/foot). I waited to receive an official invoice and when i did the bill was not 548.30. In the mean time I was contacted by collections for Amerigas and spoke with ***** and paid the 220.00 was requested and i am still receiving bills for an additional 234.30 for the rubber hose that i never had installed. I also had taken 3 days off of work for the several attempts to have them come to the house to place the line and i even assisted them with installations when they finally arrived on the 3rd attempt. The company has been less then professional.

Desired Settlement: I would like a refund of 500.00 for the inconvenience that this has caused and time i had taken off from work to get this taken care of. I would also like my account to be put back in good standing and the 234.00 invoice # ********** be resolved immediately.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/30/2014 Problems with Product/Service
5/30/2014 Billing/Collection Issues
5/30/2014 Problems with Product/Service
5/30/2014 Delivery Issues
5/30/2014 Problems with Product/Service
5/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In sept of 2011 we began discussing with amerigas a competative rate for the next year of service. Unfortunately we where unable to reach an agreement so we began investigating new propane suppliers. Amerigas was then informed that we decided to discontinue services with them and they where not to deliver to our residence. Our last bill was paid as our contract was expired for our current supply of propane. In Dec our tank emptied and amerigas was contacted to pick up the empty tank. The new propane service had been established. from Dec of 2011 until June of 2012 we called eight times for the tank to be removed from our property, we had no cooperation from amerigas with this matter. Multiple excuses had been given to busy, over booked, we dont pick up tanks til May. We began to smell an odor of propane and contacted the fire marshall to investigate as we had not been recieving cooperation from amerigas and this was an issue of safety now. The fire marshall came to our property and decided that the tank was leaking residual propane and he contacted amerigas, the tank was removed that evening. Now 6 months after our service is terminated we recieved a bill for propane that was delivered in march of 2011 along with a few charges for disconnect and pick up, the original contract which we signed stated that customers who had service for over 5 years would not be charged. We had service with amerigas for 11 years, and only changed to save $2.00 a gallon. Now the matter of the fact is if someone owed you $443.71 would you have sent out an invoice at least once over the past 6 months? A total bill, a forecast bill, and service order. I dont agree with these charges and would like it on record that we feel that amerigas is in error for attempting to charge them.

Desired Settlement: I would like these charges to be withdrawn from mine and my husbands account and for our credit report to not be effected by the erronous charges.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A week ago, we smelled a gas leak in the office of our primary residence. So, we called our local Amerigas office, and they said they'd visit to investigate. They arrived that afternoon, determined they didn't the proper tools to fix the problem, and promised they'd come back the next day with the tools they needed to correct the problem. Next day came and went without any sign of them, so we called them and left a message saying we needed to get this fixed because we were unable to use the office without heat. The second day of waiting yielded the same result. So we waited, and a few more days went by without a callback or a visit from Amerigas. We have no idea whether they already fixed the problem, or have completely forgotten about it. I attempted to call them this morning, and I get a busy signal every time. (I was surprised to find that they have no voicemail service during working hours.) So, at this time we still have no idea whether the work was performed. I run my business out of the office, so I'm unable to do my work, and my customers are losing out as well. This is basic stuff that Amerigas is failing.

Desired Settlement: Just a phone call explaining whether or not the work has already been performed, and whether it is safe to heat our office. If the work has not been performed, then I need to know when it will be performed, and then I need to be notified when it is safe to heat our office again.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/29/2014 Problems with Product/Service
5/27/2014 Problems with Product/Service
5/25/2014 Problems with Product/Service
5/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Amerigas Propane is billing for services that I no longer receive. 3 years ago I was a customer of said company. However because of price and billing I terminated my relationship with them. Since Jan. 1, 2014, I have been receiving statements and phone calls from them about my past due account. I swear to you, I have had no services from them for 3 years. Everytime I speak to someone on the phone, they will take care of it. I want this resolved and removed from my credit ratings. My old account number was ********* and I have received my 4th billing of the year - I may add 2 late fees have been tacked on. The amount is now $232.82Please help!****** ************ ********* ******* ***** **Home phone: ************Cell Phone: ************

Desired Settlement: Personally removed from their records and statement balance removed from my name. Credit returned to customer in good standing.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/24/2014 Problems with Product/Service
5/24/2014 Delivery Issues
5/20/2014 Billing/Collection Issues
5/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Starting on 10-19-2011 I started receiving bills for "a annual tank rental for a 1000gal propane tank which I never ordered, never received, nor have I ever been billed for one, nor have I had any service with Amerigas for over 15years. I have called four times trying to resolve this without success. Three times I have left voice mail messages with *** ******, accounting department supervisor with no return phone call nor any resolution. Her number is ************.All I have asked for is proof that I rented a tank from them or proof that I have their tank at all.

Desired Settlement: Eliminate the billing process and send a letter to me stating that I do not have their tank nor have I ever rented a tank from them. Make sure that the credit bureau has not been notified of any delinquency of account.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/18/2014 Problems with Product/Service
5/18/2014 Problems with Product/Service
5/16/2014 Billing/Collection Issues
5/14/2014 Billing/Collection Issues
5/14/2014 Delivery Issues
5/13/2014 Problems with Product/Service
5/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A very high propane bill. We requested an audit of our meter, and the company failed to do so. Now will not provide final bill This complaint is regarding the Douglas, WY branch of V1 Propane. Last winter, we had an extremely high propane bill for a 16x72' Mobile home. We repeatedly requested an audit of the meter, yet an audit was never done. We also just received a bill for new charges from this company, however have had propane shut off since last spring. My family is very low income, and are in the process of trying to get assistance from the state, but a final bill is needed. The Douglas branch cannot seem to locate said bill, saying that it was sent to the collection agency. When the collection agency is called, no bill exists in their systems. The Douglas, WY branch has been extemely uncooperative and rude in their dealings with my family. It is almost December in Wyoming, and still have no heat in our home.

Desired Settlement: We are requesting either a final bill from V1 propane, or our eligibility to once again receive propane so as we can heat our home since it is almost winter. I don't believe that this is too much to ask!!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/12/2014 Billing/Collection Issues
5/12/2014 Problems with Product/Service
5/9/2014 Problems with Product/Service
5/8/2014 Problems with Product/Service
5/6/2014 Billing/Collection Issues
5/6/2014 Billing/Collection Issues
5/6/2014 Billing/Collection Issues
5/2/2014 Delivery Issues
5/2/2014 Problems with Product/Service
5/1/2014 Billing/Collection Issues
4/29/2014 Billing/Collection Issues
4/29/2014 Problems with Product/Service
4/29/2014 Problems with Product/Service
4/27/2014 Problems with Product/Service
4/27/2014 Problems with Product/Service
4/27/2014 Problems with Product/Service
4/26/2014 Billing/Collection Issues
4/25/2014 Billing/Collection Issues
4/25/2014 Problems with Product/Service
4/22/2014 Delivery Issues
4/22/2014 Problems with Product/Service
4/22/2014 Problems with Product/Service
4/22/2014 Problems with Product/Service
4/21/2014 Billing/Collection Issues
4/21/2014 Delivery Issues
4/21/2014 Problems with Product/Service
4/21/2014 Problems with Product/Service
4/21/2014 Problems with Product/Service
4/21/2014 Problems with Product/Service
4/21/2014 Delivery Issues
4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ******** ******** **** **** **** ****** ****** ***** * ******** ** ***** ************** I had been quoted the day of purchase a specific price over the phone for LP that was to be delivered that day. Received the bill for more than I was quoted. I called customer service (AmeriGas) and they stated that they would look into it and get right back to me. Also, told them of the rude service I received at Gas Service CO. This never happened and has happened twice to me. I also am on a "keep full" plan in which they also watch the level for my LP tank. I noticed it was getting low and called the office on a Monday. Spoke with ******** and told her I needed more gas. She stated they would be out. I had figured their word was honest and unfortunately assumed they came out as promissed. On Thursday I woke up to a freezing house. I called and notified them we had no heat. ******** then informed me that I had a past due bill. I told her that I did not have a bill from them. She said she would have someone out that day to put LP in. When the delivery driver came out he said he could not put fuel in until I paid them. I went into the office and spoke with ******** and inquired why I did not receive a bill. She informed me they sent the last bill to an incorrect PO box. I asked why they did not leave the last bill at our door like they normally due or send it to our physicall address vs send it to a PO box that I do not have? No answer was given and she was very short and rude to me. When I seen the bill they also had the audacity to charge me a late fee for a bill they sent to a wrong address. Paying my bills is fortunately not an issue for me. What is an issue is being treated horridly, dishonest pricing and un-accountable service. I feel I have been financially taken advantage of by this company and it must be illegal. Just an example of their prices: on 2/17/2014 they quoted a price of $4.26 per gallon and their compettetor was $2.79. We are deffinately done with them and will pursue restitution for the overcharge they billed us (quoted one price billed another). 

Desired Settlement: Refund Refund me the late charge ($40) for the bill they sent to the wrong address. I want them to also refund me the money that they owe me when they quoted one price over the phone but billed another. On 1/2/2014 they filled 350.1 gallons and price quoted that day via phone was $3.32 per gallon (********). When we received the bill charged $3.43 same day Skell Gas was $2.20 per gallon. On 10/28/2013 I was quoted $2.19 gal. Gas delivered that day charged $2.35 gallon for 2

Business Response: I am currently working on this complaint.  Please provide me with another week to respond, if possible.

Business Response: Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to ***** ******’s complaint regarding his account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. ******’s complaint, we investigated the allegations contained therein and provide the following response based on our findings. 
 
AmeriGas apologizes for sending Mr. ******’s invoice to the incorrect address. Our records indicate Mr. ******’s account was past due from a delivery he received on October 28, 2013. Although our system generated a delivery ticket for his account, his December delivery was not made. A credit of $7.00 was applied to his account to honor the quoted price of $2.19 per gallon Mr. ****** received for the October 28, 2013 delivery. On January 2, 2014 a delivery of 350 gallons was made and at the time of delivery he was not out of gas as Mr. ****** asserts. The $36.00 late fee has been removed from the account and a $38.88 credit has been applied to the account to reflect the $.02 per gallon difference he was quoted for his February 18, 2014 delivery. Mr. ******’s $4.26 price per gallon for his February 18, 2014 was in line with what our customers were paying at the time, due to tight propane supply and increased transportation costs. 
 
We apologize for any inconvenience this may have caused to Mr. ******. In light of the foregoing, AmeriGas reasonably considers this matter resolved.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/21/2014 Problems with Product/Service
4/21/2014 Problems with Product/Service
4/21/2014 Billing/Collection Issues
4/19/2014 Billing/Collection Issues
4/19/2014 Billing/Collection Issues
4/17/2014 Problems with Product/Service
4/11/2014 Billing/Collection Issues
4/11/2014 Problems with Product/Service
4/8/2014 Problems with Product/Service
4/5/2014 Problems with Product/Service
3/31/2014 Billing/Collection Issues
3/31/2014 Billing/Collection Issues
3/31/2014 Problems with Product/Service
3/30/2014 Delivery Issues
3/29/2014 Problems with Product/Service
3/29/2014 Delivery Issues
3/29/2014 Problems with Product/Service
3/27/2014 Problems with Product/Service
3/27/2014 Billing/Collection Issues
3/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been on a $45.00 per yr tank rental agreement with V-1 Propane. On 3-31-2013 I was sent a bill for 50 gals. of propane. I called the manager. At that time was ****. **** stated that it was their mistake and instead of removing the propane would it be acceptable to just charge me 50 % of the normal cost. I said that was acceptable. In the mean time they were changing their accounting program an to wait for the updated bill. On 06-25 2013 I received a bill for $171.34 that was not correct again and again I talked with the manager ****. He verbally said the total correct balance was $53.00. I gave him my billing information for instant payment. ( I have receipt proof of the transaction.) I also asked him to verify that I am on the yearly tank rental only and he said that it was verified. I received an invoice just after 11-23-2013 saying I owed a balance of $163.82. (I previously had 20 gals and they filled 50 gals which would be a total of 70 gals in my tank.) I called back and talked to the new manager and he stated that they filled my tank with 49 more gals. on top of the 70 gals I previously had. I still have 70 gals in my tank that I have paid for. There is not any more fuel than that. The new manager is ***** and he is insisting they put more fuel in. The tank would not hold that amount of fuel. We have used our trailer once for a week of 4th of July and used our fuel for cooking only. I shut off the valve on the tank when we left. The gauge never moved because that was how little we used the propane. ***** said he would do his investigation and get back with me. To this date he still has not. Today (03-04-2014 ) I got a phone call from the V-1 propane collections department and I explained what was going on and stated that I needed to call the store back. That is all that has happened to this point.

Desired Settlement: At this point I want my bill to be corrected back to a zero balance and only charged the $45.00 annual tank fee and at the proper time of year. If they insist I pay for their phantom 49 gals they say they put in my tank I will instruct my attorneys to file for theft or fraud or what ever the proper term is. I have in good faith tried to be patient through their transition between managers and accounting software. This is the last attempt until it goes to the next level.

Business Response: Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **** ******’s complaint regarding his account.   AmeriGas takes every complaint by its customers seriously. Therefore, upon receipt of Mr. ******’s complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response. 
District Manager, ***** *******, was able to speak with Mr. ****** regarding his account.   A credit of $235.62 was given, creating a zero (0) balance on the account. 
We apologize for any inconvenience Mr. ****** may have experienced and trust that this 
response addresses his 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, 

**** ******* 

**** ******* 
Customer Advocacy Manager 



Cc: ****** ******, Area Director 
***** *******, District Manager 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/25/2014 Billing/Collection Issues
3/25/2014 Problems with Product/Service
3/24/2014 Problems with Product/Service
3/23/2014 Problems with Product/Service
3/23/2014 Billing/Collection Issues
3/21/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service
3/21/2014 Delivery Issues
3/21/2014 Billing/Collection Issues
3/21/2014 Billing/Collection Issues
3/19/2014 Problems with Product/Service
3/18/2014 Problems with Product/Service
3/18/2014 Problems with Product/Service
3/15/2014 Billing/Collection Issues
3/15/2014 Problems with Product/Service
3/14/2014 Problems with Product/Service
3/13/2014 Problems with Product/Service
3/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: misunderstanding between customer and company take over of old propane service. i was a customer of mother lode propane for 20 years. sometime in the summer amerigas came and filled my propane tank, when i do not know i was not home. soon after i started getting bills from amerigas. at first i ignored them. i thought it was a mistake but they kept coming. so when i contacted them i was informed that they took over mother lode propane wich i was never told by mother lode or amerigas. if i was informed of the buy out i would have told them no. i do not want amerigas. after several discussions with them they insist that i knew about the switch. so i told them they can come and get there gas i don't want there service. now they insist that i pay for delivery and pickup and other charges for something i never wanted in the first place. i gave them back the same amount of gas as they delivered. i feel that they should be happy with that and let the whole misunderstanding go away and not act like predators. again i want to stress why would i let this situation get to this point if i had known that i was going to lose my old company. thanks

Desired Settlement: all i want is an apology and for them to quit trying to make me pay for something i did not want in the first place.

Business Response: Initial Business Response
Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond to Mr. ******'s complaint regarding a fee he was charged to have propane removed from his tank. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. ******'s complaint, we investigated the allegations contained therein and provide the following response based on our findings. Mr. ****** is correct AmeriGas did take over Mother Lode Propane and we made a delivery to his residence. When Mr. ****** received an invoice for the delivery he called us to remove the propane from the tank. AmeriGas pumped out the propane from his tank and he was sent an invoice for the removal. Mr. ****** is contesting this charge, however, our records show we do have a signed contract by Mr. ****** which includes the explanation of all of our terms and conditions and fees. Upon receipt of this letter, District Manager **** ****** did contact Mr. ****** directly to discuss his concerns and try to gain back his business. Unfortunately, Mr. ****** has decided to go elsewhere but as a courtesy Mr. ****** did reverse the fees on his account. We value all of our customers both past and present and apologize for any inconvenience we may have caused Mr. ******. 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.

Business Response: Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond to Mr. ******'s complaint regarding a fee he was charged to have propane removed from his tank. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. ******'s complaint, we investigated the allegations contained therein and provide the following response based on our findings.
Mr. ****** is correct AmeriGas did take over Mother Lode Propane and we made a delivery to his residence. When Mr. ****** received an invoice for the delivery he called us to remove the propane from the tank. AmeriGas pumped out the propane from his tank and he was sent an invoice for the removal. Mr. ****** is contesting this charge, however, our records show we do have a signed contract by Mr. filter which includes the explanation of all of our terms and conditions and fees. Upon receipt of this letter, District Manager **** ****** did contact Mr. ****** directly to discuss his concerns and try to gain back his business. Unfortunately, Mr. ****** has decided to go elsewhere but as a courtesy Mr. ****** did reverse the fees on his account.
We value all of our customers both past and present and apologize for any inconvenience we may have caused Mr. ******. 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.

Consumer Response:  
Complaint: *******

I am rejecting this response because:

This is a follow up. i would like to know what to do next. in the letter mr ****** says he values his customers and considers the matter resolved. if that is the case than why are they still billing me 11 0 dollars in late fees on a

82 dollar service that they believe i requested. i guess thats how they value there customers  all i told them was your tank and your gas is sitting in my yard you can come get it if you want or not. to me that is hardly a request for service. also the contract that mr ****** refers to is a contract that i signed with mother lode propane 21 years ago i never signed any thing with amerigas. i hardly think that it would be binding.


Sincerely,

**** ******

Business Response: Thank you for giving AmeriGas Propane, LP ("AmeriGas") an opportunity to again respond to Mr. ******'s complaint regarding his account balance. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. ******'s complaint, we investigated the allegations contained therein and provide the following response based on our findings.
Mr. ****** is correct he has more than $100 worth of late fees on his account. These new late charges are accruing on his balance of $82.4, which is for the amount of propane Mr. ****** used from the tank prior to switching his services. AmeriGas District Manager, **** ******, has again agreed to remove the late fees from Mr. ******'s account however Mr. ****** is still responsible for the remaining $82.41 for the propane he used.
In light of the foregoing, AmeriGas reasonably considers this matter resolved.

Consumer Response: I am rejecting this response because: in the original complaint mr. ****** claims that the 82.41 dollars is for a service that i have explained, i did not make. now they say the 82.41 dollars is for propane that i used and i am responsible for.  i had left over 50 gallons of propane in the tank when they picked it up.

which is the same amount that they delivered in august 2013.  i didn't  use any. so i am confused this is new to me. i want to know what it is exactly they feel is resolved. it needs to be more clear. if the issue is resolved that would be good. however it looks like to me that it is not and they are just going to keep  throwing this right back at me. i would think they would want this whole thing to go away like i do.   

Sincerely,

****  ******

Business Response: Thank you for giving AmeriGas Propane, LP ("AmeriGas") an opportunity to again respond to Mr. ******'s complaint regarding his account balance. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. ******'s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

As an act of good faith, AmeriGas District Manager, **** ******, has decided to reverse the dollar amount Mr. ****** owes and take a loss on the propane he consumed.

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.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/11/2014 Problems with Product/Service
3/11/2014 Problems with Product/Service
3/11/2014 Problems with Product/Service
3/10/2014 Problems with Product/Service
3/10/2014 Problems with Product/Service
3/9/2014 Problems with Product/Service
3/9/2014 Delivery Issues
3/7/2014 Problems with Product/Service
3/7/2014 Billing/Collection Issues
3/7/2014 Problems with Product/Service
3/7/2014 Delivery Issues
3/6/2014 Delivery Issues
3/6/2014 Billing/Collection Issues
3/5/2014 Delivery Issues
3/4/2014 Problems with Product/Service
3/4/2014 Problems with Product/Service
3/2/2014 Problems with Product/Service
3/1/2014 Delivery Issues
3/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Propane company claims I am renting a tank from them and I own it. My renter aparently had the tank on my property filled by this company and because she had a rental agreement at her previous residence I am now recieving a bill. I have owned and operated this tank since 2001.

Desired Settlement: stop billing me for rental of a tank which I own. No rental agreement exists between myself and this company.

Business Response:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in Ms. **********’s complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information.
------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to Ms. **********’s complaint regarding ownership of her tank. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Ms. **********’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.
After receiving this issue our local district went to the residence to look at the tank in question and found it to have both our colors and the colors of another company located on it. Our computer records indicate we do own the tank but we were unable to back this up when we researched the history of the tank location. Therefore, AmeriGas District Manager, ** ****, decided to change over this account in our computer system to reflect that Ms. ********** owns the tank. Mr. **** tried to contact Ms. ********** directly and left a message informing her he changed over the ownership of the tank, removed the tank rental fees and all of the late fees from her account bringing her balance to zero.
We apologize for any inconvenience this may have caused to Ms. **********. 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,

 

Respectfully,

******* *******

AmeriGas Customer Advocate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/1/2014 Delivery Issues
2/28/2014 Problems with Product/Service
2/27/2014 Problems with Product/Service
2/26/2014 Delivery Issues
2/25/2014 Problems with Product/Service
2/24/2014 Advertising/Sales Issues
2/24/2014 Problems with Product/Service
2/23/2014 Problems with Product/Service
2/23/2014 Problems with Product/Service
2/23/2014 Problems with Product/Service
2/22/2014 Problems with Product/Service
2/20/2014 Problems with Product/Service
2/19/2014 Problems with Product/Service
2/18/2014 Problems with Product/Service
2/18/2014 Delivery Issues
2/18/2014 Billing/Collection Issues
2/18/2014 Billing/Collection Issues
2/17/2014 Problems with Product/Service
2/17/2014 Delivery Issues
2/17/2014 Problems with Product/Service
2/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Am on monthly budget plan. missed a payment in June of 2013 but when realized made double payment. Local office said I would be put on new contract. Received confirmation of new monthly payment plan, but in mean time have received notices every two weeks about Past Due Notice. I had a credit balance at time of missed payment and have been keeping a credit balance with them, which they agree I have but continue giving me Past Due Notices. Amerigas credits the past due payments to my account but then continues to give me a late fee? Have called every week for months but always receive same answer( I will call company and get back to you). Please help settle this with Amerigas.**** *****

Desired Settlement: All I want is to make my monthly payment which I have done in timely manner and have Amerigas stop sending me Past Due Notices then changing their mind and sending me exact opposite invoice every two weeks? Are they trying to use up my credit balance with their late fee stuck on my bill? HELP!

Business Response: Thank you for giving AmeriGas Propane LP ("AmeriGas") an opportunity to respond to Mr. *****'s complaint regarding her contract. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. *****'s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

Mr. ***** is currently on one of our budget pay programs. During our research we found a budget pay error on Mr. *****'s account, causing invalid late fees to generate. The budget pay error on Mr. *****'s account has been corrected and will eliminate any late fees from generating on his account as long as he continues to pay his budget payment by the due date.

We apologize for any inconvenience this may have caused to Mr. *****. 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.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We had paid Amerigas on Jan 9th of 980.00. Today 01/23/2014 we are still waiting for service. Our home is now at 60 degrees and I have two children in winter wear to go to bed. My son has asthma and we have no heat. This is the second time in 4 months that amerigas has taken more than 14 days to fill our propane tank after we have paid them. This is unacceptable.

Desired Settlement: see above

Business Response:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to Ms. ******’s complaint regarding a delivery not being made. Upon receipt of Ms. ******’s complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.
Ms. ****** is correct she did call us on January 9, 2014 to place and order. Unfortunately, her order was not routed correctly in our system and the delivery was not made. Ms. ****** called to inquire about the order and we made the delivery to her on January 24, 2014. At the time of Ms. ******’s call she spoke to AmeriGas District Manager, *** *****, about her concerns and about this not being the first time this had happened. Ms. ***** informed Ms. ****** to call her directly when she was due for her next fill as she would apply a discount to her order for the problems she had encountered with our service.
We value our customers and apologize for any inconvenience we may have caused to Ms. ******. 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 Donohue
Customer Advocacy Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/12/2014 Problems with Product/Service
2/9/2014 Problems with Product/Service
2/8/2014 Delivery Issues
2/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Amerigas in Tomball bought out ****** *******. Since the bills have been off.. they say I owe. I have bank statements I have paid. When you try to contact them I have been on hold for over and hr and no answer. 30 mins no answer. Left messages for them to call, no call. This is a horrible business. I would never suggest anyone use these people for Butane or Propane. Looks bad on my credit and I have paid. But I can't get anyone to answer the phone or call me. ***** *****

Desired Settlement: For them to find out where my payments went and take off my credit. I have the Bank Statements I will send them.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: After initial complaint and follow up notice submitted, the company chose not to respond.

2/7/2014 Billing/Collection Issues
2/6/2014 Problems with Product/Service
2/6/2014 Billing/Collection Issues
2/5/2014 Problems with Product/Service
2/4/2014 Problems with Product/Service
2/4/2014 Billing/Collection Issues
2/4/2014 Billing/Collection Issues
2/4/2014 Problems with Product/Service
2/4/2014 Problems with Product/Service
2/4/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service
1/31/2014 Billing/Collection Issues
1/30/2014 Problems with Product/Service
1/29/2014 Billing/Collection Issues
1/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We found out that our tank had a leak in it because we went through an entire tank in one month. We don't have a stove or a dryer so it is only used for heat. A service man came out and called the office and was on speaker phone in front of my husband. This lady, T******, says "Oh I guess that means they want free heat too because they can't afford to pay their bill." Very disrespectful. It makes it awkward for me to call them when I need help. Anyway, I ended up going to Winter Crisis Program for help because we had no heat and I can't afford to pay off the balance. HEAP gave us an amount of $750 assistance and got us a tank of heat. Now, I log into my account and they are saying I owe them the assistance amount that my family received from HEAP. I don't feel comfortable working with Amerigas because they are nonprofessional, and the many problems we had with them. And we still have a $134 charge on our account that wasn't ours. But my husband said let's not bother telling them they have that charge on there too and we will give it to them. They have caused so much stress on my family with charging us other people's bills, giving us a tank with a leak in it so our $689 bill of gas went straight into the air in a month's worth of time. I feel embarrassed and humiliated to call Amerigas because of the comment T****** made about my family's financial status. She has never apologized to me when I have called. Not only that, when the man filled our tank, he told my husband our heater was broken because he couldn't light it. We had a service man come at 9pm at night because we were freezing to light our heater. The man didn't bother to take the time to actually light our furnace so my 2 year old continued to freeze because of laziness to light a furnace right.

Desired Settlement: I want the $587.27 bill from our HEAP assistance off our bill.

Consumer Response: I recieved a phone call today from Amerigas and the issue has been resolved.

Business Response:

Dear Mr. *******:
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to Ms. ******’s complaint regarding her current balance. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Ms. ******’s complaint, we investigated the allegations contained therein and provide the following response based on our ?ndings.
District Manager, ****** ***** spoke with Ms. ****** on January 27, 2014 and was able to explain her current balance. Ms. ****** was made aware the HEAP balance is not removed from the account until AmeriGas receives payment from HEAP; thus far, AmeriGas has only received the intent to pay. Ms. ***** put a credit on Ms. ******’s account towards the unrequested delivery and also removed the $36.00 late fee.
 
On January 24, 2014, Ms. ****** received a delivery from AmeriGas unfortunately, our delivery representative was unable to light Ms. ******’s furnace. The delivery representative consulted with an AmeriGas service technician and believed the furnace needed an ori?ce. Currently, Ms. ******’s account has a balance of $356.67.
 
We apologize for any inconvenience we may have caused to Ms. ******. 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,
 
**** *******
Customer Advocacy Manager
Cc: **** *******, Area Director
****** *****, District Manager

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/28/2014 Problems with Product/Service
1/28/2014 Problems with Product/Service
1/27/2014 Problems with Product/Service
1/25/2014 Problems with Product/Service
1/25/2014 Problems with Product/Service
1/24/2014 Delivery Issues
1/24/2014 Problems with Product/Service
1/24/2014 Problems with Product/Service
1/24/2014 Billing/Collection Issues
1/24/2014 Problems with Product/Service
1/24/2014 Delivery Issues
1/24/2014 Problems with Product/Service
1/24/2014 Delivery Issues
1/23/2014 Delivery Issues
1/21/2014 Delivery Issues
1/20/2014 Delivery Issues
1/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We hired this company to put in a propane tank next to a home in Roslyn WA. When they showed up to the home they told my customer that what we were doing was illegal. It was not. Since they put a negative thought in our customers head, the customer decided not to proceed. I later showed the code to both the homeowner and city inspector, they agreed with me that the job could have been done, but decided to use a different type of furnace anyway. Our company lost nearly 4000 dollars that day due to wasted labor time, permits and a furnace that was altered for this home that had to be sold at a DEEP discount.

Desired Settlement: I want them to pay for the time and material lost due to their employees incompetence.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Charging for "tank rental" when we own our tank, they say it's their "policy" that regardless of ownership we still pay the fee, so we said they could have our tank and come get it, but they won't cause it's not theirs! They said the company has gone through too many ownerships to still have record of who owns the tank.

Desired Settlement: Waive all outstanding "tank rental" fees and leave us alone!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/19/2014 Billing/Collection Issues
1/19/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Non deliver of propane gas. We started calling the main office on Dec. 9th about our tank was getting low on gas and requested some gas due to the weather conditions. We have a called the main office and the one in Tomball, TX everyday and they keep telling us we will get gas that day and now it has been over a week and they get to the point of not answering their phones at all. Today we were told it will be Wednesday the 18 before they get any gas. We have had to stay in hotel to stay warm because we can not cook, wash and dry clothes, take a shower, etc. It's not right to have a contract and they not meet their obligations.

Desired Settlement: Something needs to be done. They have bought out all the companies and we can not get gas from anyone else.

Business Response: December 24, 2013


Via Email (********************)
BBB Serving Northeast California
Attn: Ms. ******* *******
3075 Beacon Boulevard
West Sacramento, CA 95691


Re: ****** ******, Complaint #********


Dear Ms. *******:

Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond to Mr. ******** complaint regarding a delivery he requested. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. ******** complaint, we investigated the allegations contained therein and provide the following response based on our findings.

Mr. ****** is correct he did contact our office regarding his account. Unfortunately, our records indicate his initial call was not to request a delivery but to terminate services after he had run out of propane. Our District Manger ******* ****** did try to reach him numerous times regarding his request but unfortunately each time she had to leave a message for him to return her call. After Mr. ******** subsequent calls to our offices Ms. ****** did schedule his delivery and it was made on December 18, 2013. Ms. ****** did follow-up after the delivery was made to make certain his needs were met but she again left a message for him.

We value our customers and apologize for any inconvenience we have caused to Mr. ******. 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,

**** *******

Customer Advocacy Manager

Cc: ******* ******, District Manager
******* *******, Area Director

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/19/2014 Billing/Collection Issues
1/17/2014 Problems with Product/Service
1/13/2014 Delivery Issues
1/13/2014 Problems with Product/Service
1/13/2014 Problems with Product/Service
1/13/2014 Problems with Product/Service
1/11/2014 Billing/Collection Issues
1/10/2014 Delivery Issues
1/10/2014 Billing/Collection Issues
1/10/2014 Problems with Product/Service
1/10/2014 Problems with Product/Service
1/7/2014 Problems with Product/Service
1/7/2014 Problems with Product/Service
1/7/2014 Billing/Collection Issues
1/3/2014 Problems with Product/Service
1/3/2014 Problems with Product/Service
1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a liquid propane tank from them back in 2010. Last year around Aug. or Sept. I called to have propane delivered, about 35 gallons. They said they wouldn't come out for that much, that it would have to be filled. This tank was 120 gallon tank. At that time I couldn't afford it to be filled up. So I told them to come and get the tank but they would need to call for a time and date to pick it up so I could be home. One to 2 weeks later I received a letter from them about the policy changes in the contract. There would now be a charge to pick up rented tanks and some other changes. A few days later the tank was picked up without a call to me before hand. I then received a bill from them. The rental on the tank was about $56.00 and there was about 9 gallons left in the tank, they would credit me for the remainder of the year and the gas, but only at $2.30 a gallon, not the $2.80 I paid. They charged me under the new contract policy $60.00 for the pick up of the tank. I am now being billed $16 plus dollars. I did not agree to the new contract changes nor was I informed of them before hand. I do not feel that I owe them anything, in fact I should be the one receiving a refund for the remaining gas and remaining rental fee.

Desired Settlement: I would like to see a refund for the remaining gas and rental fee, or just a balance of 0.00 due.

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/31/2013 Problems with Product/Service
12/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last year I Amerigas required me to prepay $693.81 but only deliver $434.47 worth of LPG. They now refuse to release the $259.34 owed to me. I have been an Amerigas customer going on three years. I was a happy customer the first year. I would ask to have my tanks filled, they came out and filled them and then charged me the amount of the fill. I always paid the full amount owed without any problems. The second year I called on August 16, 2012 to fill my tanks, it was a major hassle. They wanted me to estimate the amount of gas I required and then pre pay with a credit card. I calculated a total, called in and they billed my credit card $693.81, but later they called back and said they needed to bill tanks separately. I thought this was strange and that should have tipped me off right there that something was wrong and I should have cancelled the whole transaction, but I already had about an hour of phone calls back and forth into this project, so I didn't. After another long conversation they credited my card the original $693.81 and then re-billed the card $347.78 and $346.03. On August 20, 2012, the truck came out and the driver discovered one of the tanks had a problem and couldn't be filled. He ended up only giving me 222.1 gallons and the total charge of $434.47 leaving a credit of $259.34 that is still owed to me. I left this credit on account because I thought I would be needing propane again. A month ago, I was in the process of moving and realized I won't be needing propane so called the ******** office and spoke to *****. At first she denied I even had a credit, but after a long phone call with me insisting I had one, she finally found it. Then she said they never pay out credits. I decided at that time, I was wasting time talking with her and asked to speak to her manager. She put me on hold for a few minutes and came back to tell me that she will close my account and mail me the check. I thought this was a done deal and that would be the end of it. On September 17, 2013, I still hadn't received a check and called to make sure they were still sending the check. I explained the history to the woman that answered the phone, but she just kept asking me whom I spoke with. I didn't know *****'s name so she finally looked at my account and determined that nothing had been done but before she put me on hold, she told me there was an account closing fee. ***** eventually picked up the line and I had to start the whole story over. She looked at my account and once again told me that I can't get my money back. I stopped her and asked for her manager. She said he wasn't in. I asked to be transferred to his voice mail. She said he doesn't have voice mail. I asked for his phone number. She said he doesn't have a phone number. I asked for his name she said **. On August 18, I continually called the office number and was told all morning that ** is not in the office and they don't know when he will be in. I want my credit and I also want to point out that on the back of my Invoice there is not an account termination fee listed and on the Amerigas website http://www.amerigas.com/about/fees.htm, which is reported to be the latest version of the fees schedule, there is also not a mention of a termination fee.

Desired Settlement: I want the $259.34 that Amerigas charged to my credit card and is now refusing to release back to me.

Business Response: December 20, 2013

Dear **. *********:

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

A refund in the amount of $259.34 was issued and sent to **. ****** on September 19, 2013.

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,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/30/2013 Problems with Product/Service
12/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have requested propane delivery service multiple times beginning 11/21/2013. Business does not answer or return calls and has not provided service. Customer initiated propane service and entered into a two year service contract on or about January 2013 for residential propane service on a will basis. Customer has made repeated requests for propane delivery service beginning 11/21/2013. Despite two separate telephone confirmed appointments there has been no delivery and no telephone call to cancel or reschedule the delivery. The business does not answer the phone or return voice messages requesting a return call. Customer will soon run out of propane and ability to heat and cook with small children in household including one that is chronically ill.

Desired Settlement: Terminate the remaining term of the contract.

Business Response: Initial Business Response
Thank you for giving AmeriGas Propane, LP ("AmeriGas") an opportunity to respond to Mr. *****'s complaint regarding receiving a delivery. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. *****'s complaint, we investigated the allegations contained therein and provide the following response based on our findings. Mr. *****'s called his local AmeriGas office on December 5, 2013 to request a delivery. Mr. ***** was put on the schedule to receive a delivery on December 14, 2013. Mr. ***** is a will call customer, meaning he needs to call in and request a delivery, which typically takes 5-7 business days. Mr. ***** called the local office again on December 12, 2013 to inquire about his delivery, our Customer Service Representative was able to contact our delivery driver and get him a delivery the same day 208.7 gallons. 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/27/2013 Billing/Collection Issues
12/20/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Sawyer Gas has been my propane gas delivery company for 19 years. I have been on auto-pay and delivery. Sawyer gas has not delivered to my house since last December. I have run out of gas I contacted sawyer gas and they stated I was a call for delivery customer. I explained to the customer service rep that I have been on auto pay and delivery for nineteen years. Sawyer said the manager would all me. The service rep called me back and told me I was mistaken that I was a call when low customer. I responded that I had never been a call when low and requested to speak to the manager or have the manager call me. The customer service rep stated the manager had told he I was never a auto account and they would be in my area next week in the middle of he week. I asked if they could recommend a company that could deliver and not leave my family without propane for hot water or for grilling, I was advised that the tank belongs to Sawyer and it was illegal for anyone else to ill the tank. ******* ********

Desired Settlement: I want a file formal complaint against Sawyer gas for failing to perform, refusing to rectify in a reasonable time frame and then telling me I was a liar and not anything but call when low customer with no option to fill my tank. Please explain to me how I can get gas in the interim and my options for getting Sawyer Gas to remove their tank from my property due to their failure to perform and their threat if I was to remediate leaving my family with no propane for hot water or cooking.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2013 Billing/Collection Issues
12/16/2013 Problems with Product/Service
12/16/2013 Billing/Collection Issues
12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We started our service w/ Northwestern Propane the middle of November of 2011 continue until sopped in July of 2012. Bill was 482.10 then late charges accumulated each month of 36, some months twice. AmeriGas took over NWP, at this time they sent out $50 coupons if you wish to continue with their company. The bill of 709 was paid full by HEAP end of May to beginning of June 2013. I called shortly before payment was received spoke to same employee as when I was connected first service. Told her bill would be paid in full shortly, and I wanted to zero out account and we had a 200.00 cash deposit. Soon after we received a bill with zero out balance, and two new charges. I called, spoke with some lady she would not tell me adjustment charges were for. Just kept repeating you should of payed your own bill. I told her we had a 200.00 deposit, she said it was my landlords. I explained we had the recite and ******* ***** was my husband of 39 years, not my landlord. She then hung up. Add two 36-dollar fake charges, and sent to collection agencies. We need propane for hot water, stove and central heating.

Desired Settlement: Zero out account, return deposit... or zero out account and restate deposit, turn gas on.

Business Response: Initial Business Response
Thank you for giving AmeriGas Propane, LP ("AmeriGas") an opportunity to respond to Mr. *****'s complaint regarding a balance and a deposit on his account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. *****'s complaint, we investigated the allegations contained therein and provide the following response based on our findings. Mr. *****'s service was terminated with us in August 2012 with an unpaid balance still remaining on the account. In July 2013, we received a payment from LiHeap in the amount of $450, which left a balance of $176.10; late fees were accrued due to non-payment of the balance. On November 25, 2013, Mr. *****'s son called the local office and paid the remaining balance on the account. Currently, Mr. *****'s account shows a zero (0) balance with a $200 security deposit. We apologize for any inconvenience Mr. ***** may have experienced. 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: *SEE ATTACHED* Complaint received by mail. Consumer is attempting to get Amerigas to move a residential propane supply tank. They have been put off for six or more weeks. Tank is located at *** ********* **. in ******** OH.

Desired Settlement: Move the tank.

Business Response: Via Email (********************) Better Business Bureau of Akron Attn: ***** ****** Dispute Resolution/Marketplace Resource Consultant *** ** ****** ****** *****, OH ***** Re: ******* *******, Case # ******** Dear **. ******: Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond to **. *******'s complaint regarding the relocation of a residential propane tank. AmeriGas takes any complaint by its customers seriously and upon receipt of your letter, we reviewed **. *******'s account. We have concluded our investigation and provide the following response. Upon investigating **. *******'s complaint we are in agreement that we had some scheduling issues with **. ******* and our services to him were delayed. *** *****, District Manager for our *******, OH office, indicates that **. ******* has relocated the propane tank himself. As part of our safety protocol, AmeriGas will need to conduct a leak check on **. *******'s equipment when he is ready for it to be reconnected. We apologize for the problems that **. ******* had to encounter and will waive the leak check fee as a courtesy. We value our customers and sincerely apologize for any inconvenience we have caused to **. *******. We trust that this response addresses his concerns. If you have any questions or require further information, please feel free to contact me. Sincerely, **** ******* Customer Advocacy Manager Cc: ******* *******, Area Director *** *****, District Manager ** *** **** ****** ****** *** ***** ** **** ***** ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/14/2013 Billing/Collection Issues
12/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Amerigas came and removed a nearly full 250 gallon tank of LP nearly a year ago. We have not been refunded satisfactorily. In 2012, our landlord made the decision to switch from Amerigas to ****** **. Amerigas removed our nearly full 250 gallon tank. We were issued a check from Amerigas for 294.69 dated 12/18/2012, #********. We did not cash the check because it was not the right amount. We filed a complaint with BBB and were assigned #*****. We received the copy of a letter from Amerigas to the BBB of Metropolitan Washington DC and Eastern Pennsylvania dated 1/11/2013. "Re: ****** *****, Complaint No. *******." It said we would be credited in the additional amount of 107.69. Our local Amerigas office informs us that the original check for 294.69 "was credited back to a credit card on 1/11/2013". They are unable to explain what this means. We have never had a credit card on file with Amerigas. We never cashed that check. We have now received a check for $107.70 dated 11/08/2013, #********.

Desired Settlement: Amerigas still owes us 294.69 and should reissue a check in that amount. Thank you.

Business Response: December 3, 2013

Dear **. *********:

Thank you for giving AmeriGas Propane an opportunity to respond to **. *****’s complaint regarding a refund. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. *****’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

The original refund check for the amount of $294.69 was never cashed by **. *****. On November 27, 2013, AmeriGas issued another refund check for **. *****.

We value our customers past and present and apologize for any inconvenience to **. *****. In light of the foregoing, AmeriGas reasonably considers this matter resolved. Please feel free to contact me if you have any questions or if the customer provides additional information
Sincerely,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/14/2013 Problems with Product/Service
12/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My yearly contract with Amerigas expired in January 2013. After the contract expired they made two attempts to make an unauthorized delivery to my home in which they would charge me for this delivery I did not want. Both times I sent their driver away and contacted the office to tell them not to send someone until I asked for a delivery and to send me my new contract. The contract was never received. Then a third delivery was made when I was not home. My tank was filled, even though I had twice before requested it not be, and I was sent a bill for the full payment since I was no longer on my annual pay-plan contract. I contacted my local office and was told that they would not be able to give me a new contract until the delivery I did not want was paid for. They forced an agreement upon me at more than twice the amount of my regular monthly bill. I told the manager we could not afford that and the new delivery should be rolled into our contract since we were due for a new contract. He refused. I have spent the last several months trying to get someone in the corporate office to respond to my complaint with no avail. It wasn't until I told them I was going to contact the BBB and my local news that someone finally contacted me. However, they have spent over a month dragging this issue out and not resolving it. I told them what I would agree to and was told they would get back to me within 24 hours. Over a week later, still no response. I still do not have a new contract. I will need a delivery soon, but they are refusing to allow any new deliveries to be added to my bill until the delivery that was supposed to be on a monthly pay plan is completely paid for. If they had not made the delivery after I sent them away twice and if they had issued a new contract when it was due, as I requested twice, we would not be in this situation. They continue to drag the resolve of this situation out and have stopped returning my calls and emails.

Desired Settlement: I want my previous delivery rolled into a new monthly pay plan contract that still allows me to receive deliveries billed into the contract, not paid in advance and not holding off deliveries until the one I didn't want is paid for. I have agreed to an increase in my monthly pay plan from $150 to $200 a month to cover the difference. I will agree to this increase ONLY for the term of the new contract, which is one year. Any contracts after that should be at our old rate of $150/month.

Business Response: November 20, 2013

Dear **. *********:

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

According to **** *********, District Manager at AmeriGas’ ********, VA office, he and Office Manager, **** ***** have reached an agreement with **. ******-****** whereby her account was enrolled in our Smartpay Budget Plan. The Smartpay Budget Plan (“budget plan”) is an optional program that allows customers to make convenient monthly payments based on their projected annual usage and the current market price.

Per this budget plan, **. ******-****** is to pay $150 per month for the next twelve (12) months. AmeriGas records indicate that **. ******-****** has sent in her first payment of $150 of her rolled over balance from the previous heating season. Additionally, **. ******-******’s account has been placed on pay in advance for all future propane deliveries during this budget period.

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

Sincerely,

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: I was FORCED to accept this offer from **. ********* with Amerigas because I needed a delivery and this was the only way I could get one. I spent months trying to find an amicable resolve to the matter and could not get a response from anyone at Amerigas, which I believe was their intent. If they did not respond to me, sooner or later I would have to agree to their ter** because I needed a delivery in order to have heat in my home for the winter months. Had my contract been renewed when it was supposed to, this delivery that I am now paying for would have been included in the contract along with other future deliveries. As it is, I have to pay a monthly fee to pay for the delivery they forced on me AND I have to pay in advance for any future deliveries which means that any time I need a delivery it will cost a minimum of $450 that month instead of the usual $150 that I have always paid! This is an unacceptable agreement but just like the delivery they forced on me when I didn't want it, this agreement was forced on me. The ONLY resolve that I will find acceptable is for future deliveries to be added to my contract instead of paid in advance. This is how it should have been. Amerigas caused me to be in this situation by making a delivery I did not want and not sending me a new contract when it was due.


Regards,

Samantha ******-******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: promised refund on order cancellation.supposed to be credited back same day.6 days later,after i called back was told too late to credit. ordered @ cancelled order same day,fri 10-25.was told bank credit would be done same day.called on 10-30 when no bank credit.was told too late,now would have to wait at least 2 weeks to have check mailed.

Desired Settlement: want immediate refund & interest pd on funds held

Business Response: November 26, 2013

Dear **. *********:

Thank you for giving AmeriGas Propane an opportunity to respond to **. *******’s complaint regarding a refund for a canceled order. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. *******’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

**. ******* is correct she did place an order with us and then cancelled it. Unfortunately, **. *******’s bank account was not properly credited for the cancelled order. When **. ******* called to inform us of this it was already too late to post a credit to her account. We have since issued **. ******* a refund check for the cancelled order and it cleared our bank on November 18, 2013.

We value our customers and apologize for any inconvenience we may have caused **. *******. In light of the foregoing, AmeriGas reasonably considers this matter resolved. Please feel free to contact me if you have any questions or if the customer provides additional information

Sincerely,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/6/2013 Problems with Product/Service
12/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Amerigas in ******** Wa set a Propane Tank and failed to inform me of installation Charges of Close to 390.00. Plus, as a consumer they failed to provide a letter as to why I was denied The opportunity too have a serviced account. instead of PRE-PAY. I have yet to see a letter of explanation. this complaint should be forwarded to ***** ******** at Amerigas for review

Business Response:  November 4, 2013
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to *** ******’s complaint regarding installation charges and payment terms. Upon receipt, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.

In July 2013 a site survey was conducted at *** ******s’ residence. At the time the house was being remodeled. *** ****** contacted AmeriGas to install the tank and it was scheduled for September 19, 2013. When our AmeriGas service technician arrived he was unable to set the tank as the remodeling work had not been completed and was found to be unsafe to set our tank. *** ****** communicated with the ********, WA office via email that he had decided to use another company sometime after this date. On October 14, 2013, *** ****** contacted us again and requested we set the tank. On October 18, 2013 AmeriGas set a tank at *** ******’s location and he was charged our standard installation fees.

*** ****** is a pay in advance customer due to not passing our credit review process. AmeriGas sent a letter stating such to *** ****** on September 30, 2013.

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,

Business Response: November 21, 2013

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to *** ******’s complaint again regarding installation charges We have concluded our investigation and provide the following response.

We are no longer providing service to *** ******. AmeriGas reasonably believes that this matter has been closed.
If you have any questions or require further information, please feel free to contact me.

Sincerely,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Last year I filed a complaint with the Ohio AG office in reference to Amerigas improperly billing me for a product that I do not own or have the service for. I do not have propane gas. The company sent me another bill for service dated from 10/13/2013 to 11/30/13. I have not lived at that location for better than 6 years. I do not OWN that location. The tank they are billing for isn't even listed in my name. If it is' TAKE MY NAME OFF THE TANK. I do not have propane gas. I live in ***** ****** and my house is all Electric. When I filed my complaint with the OHIO AG office last year. They sent me an apology letter stating that this was a billing error and that it would be fixed. You haven't fixed it, as I am still getting billed for a service and a tank that i do NOT own. I don't live at the property that you're billing me for. I don't own the tank.

Desired Settlement: Take my name off your billing system or this is going to turn into a legal matter. Thank you! You promised to fix this billing error last year and it is not fixed!

Business Response: November 25, 2013

Dear **. *********:

Thank you for giving AmeriGas Propane an opportunity to respond to *** ****’s complaint regarding bills she is still receiving on an account she attempted to close more than six year ago. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of *** ****’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

*** **** is correct she has made numerous attempts to have her account closed properly. Unfortunately, we have failed to do so which is why she continues to receive notices from our company. The last notice she received was a credit memo showing we removed a tank rental fee we had charged to her account. Although this was a credit not a charge to her account it should have never been processed, as *** ****’s account should have already been closed. AmeriGas District Manager, **** **********, is in the process of making certain that *** ****’s account is properly final billed and closed out once and for all.

We value our customers both past and present and our sorry for any inconvenience we have caused *** ****. In light of the foregoing, AmeriGas reasonably considers this matter resolved. Please feel free to contact me if you have any questions or if the customer provides additional information

Sincerely,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: There should be no sales tax charged on propane gas for a single family dwelling that serves as a primary residence. I was unaware of this fact and Amerigas aka Pro-flame has been charging sales tax my gas purchase. When I discovered sales tax was being charged, I called to inquire why and I want the tax I was charged refunded to me. Amerigas told me, I never filled out the tax exemption form, which was the reason I was paying the tax. BE AWARE, if you do not know you're exempt, they will not inform you of this fact and you will be charged sales tax. When I spoke to the representative, was told I dont have the tax exemption form on file, but I was never given one to fill out when the technician that came to turn the gas on . I pointed this out and they said they email the forms. I asked them what email address they have one file, they didn't give me an answer.

Desired Settlement: I what what I paid in taxes refunded and the State of California to look into the unethical and Fraudulent practice of charging consumers sales tax on a commodity that is exempt from taxation.

Business Response:

We are currently working on a response/resolution and will respond in the next couple of days.

 

Thank you.

**** *******

 

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.]

Better Business Bureau:

When I spoke the Amerigas representative on this matter, they only offered to give me a 30 dollar credit and they stated they would not refund the sales tax I was charged. If their office offered me the refund, I would have not filed this complaint.


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

Regards,

******* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was originally a customer of Blue Flame Gas in ****** ****** SC. I recently found out that Blue flame moved my account to a Blue flame in ***** ******** SC. We the customers was not aware of any transfers. When I spoke to a CRR they informed me that everything have changed, delivery, pricing, ect.The CRR told me that customer gas price is different, how could this be, and how are they determining who to charge what. What is it based on, race, age, address? I think that this is a case of discrimination, and Blueflame Gas/AmeriGas should be investigated. Product_Or_Service: Gas Account_Number: ###-###-####

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to know why they transfer customers without notifying them, and how do they determine gas price, and is this legal?

Business Response: November 21, 2013

Dear **. *********:

Thank you for giving AmeriGas Propane, LP d/b/a Blue Flame Gas (“AmeriGas”) an opportunity to respond to *** **********’s complaint regarding her account being moved from one location to another. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of *** **********’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

*** ********** is correct her account was transferred from our ****** ******, SC office to our ***** ********, SC office. Amerigas recently underwent some changes and the area in which *** ********** lives was remapped which prompted the change. These changes should have been communicated to *** ********** prior to happening but unfortunately the announcements were delayed and she did not receive them prior to the change occurring.

In regards to *** **********’s concern about pricing, this is determined by current market price, the amount of propane that is being delivered, usage and how the account is set up.

We value our customers and have decided to credit $25 off *** **********’s next fill for the inconvenience we have caused. In light of the foregoing, AmeriGas reasonably considers this matter resolved. Please feel free to contact me if you have any questions or if the customer provides additional information

Sincerely,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Amerigas has been sending me invoices for over a year now saying I owe them money.My account Never allowed me to get any services I didn't prepay for.They charged me a fee apparently for coming out to check if there was a leak since I called and said I smelled gas. The person I talked to said I wouldn't be charged and he would check it out but it was most likely because my tank was really low. After this at sold point I needed a fill which I paid for and my account was then at zero.I used almost all of my gas and switched to natural gas I then called to have the tank taken away.I got bill after bill saying I had a charge ....I called to see why and they claimed (after having no idea and getting back to me) that a couple days after I ordered 200gallons I was charged for not ordering 250 gallons I said this is ridiculous take it off.They took 5 months to take the tank off my property despite a few phone calls to do so. I continued to get bills.I currently called to see why now my bill is up to $502 w late fees. The bills do not state what the original fees are for. Now they say its for a $150 charge originally that I had when they checked their tank after I smelled gas..... Yet before they had said it was the other fee.They now owe me for storing the tank on my property. I talked to a rep and he says he'll take fees off if I pay $150 something and I told him I owe them nothingWithin this time span somewhere they "accidentally" took my tank once when they had a mistake with my name on my account in the middle of winter that had 25% gas in it. I have a young child and it was 20 degrees out. They returned it and admitted it was their mistake.

Desired Settlement: I want them to stop billing me and take it all off my bill and leave me alone

Business Response: To date, **. ******** has not paid the leak test charge fee originally invoiced on April 23, 2012. However, as a courtesy to **. ********, we did waive the $39.99 service dispatch charge for tank removal which was credited to her account on October 12, 2013. As of today, she still has a balance of 498.40.

We apologize for any inconvenience to **. ******** and trust this response addresses her concerns. If you have any questions or require further information, please feel free to contact me.

Sincerely,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/3/2013 Advertising/Sales Issues
12/1/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I'm a new customer of AmeriGas and I had a gas tank delivered to my residence on 10/7/13. The delivery driver who dropped off the tank damaged my gravel driveway during the delivery process. There is a indention (hole) left in my driveway from where the tank was set down prior to being installed.I called AmeriGas on 10/18 to speak with the Customer Service Manager regarding the damage and was told he was out of the office for training and would follow up on 10/21. I did not hear from the Customer Service Manager, so I followed up on 10/22/13 and left a message from him. To date I still not heard back from the Customer Service Manager regarding my issue.

Desired Settlement: I request that AmeriGas refill the hole in my driveway with equivalent gravel and/or credit my account for the damages.

Business Response: November 25, 2013

Dear **. *********:

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

An AmeriGas representative has been in contact with **. ***** in reference to the damage to the driveway. We are scheduled to fill in the area with gravel, rake and compress the gravel into the original driveway. This resolution seemed satisfactory to **. *****.

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

Sincerely,

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

Better Business Bureau:

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

Regards,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Amerigas had been my LP provider for many years. But due to the rising cost of living I decided to switch to a less expensive provider. I did this in July of this year. My propane tank was swapped out on July 30th. I called Amerigas the same day to let them know to cancel my service and that their tank was empty and ready for pick up. In August and September I continued to receive statements from them billing me on their level pay plan. Since I had already cancelled service through the local office I decided to call their corporate office and ask why my account had not been closed and their tank was still on my property. Corporate put notes on my account regarding my contact and said I should expect a call from the local manager, *** *****. To this day I have not received a call. I have gotten my final statement but I do not understand it. When I calculate my level pay balance minus charges against that balance it does not add up to the amount of the refund check they sent me. I also object to being charged for a service call for them to pick up their tank, which was already disconnected and waiting for them. Also, the final statement, dated October 10th, shows tank rental credit as of 10/10/13. It should have been credited as of 7/30/13 when I called to close my account.

Desired Settlement: I would like the missing months of tank rental as well as the service call charge refunded. I would also like an understandable explanation of the final accounting.

Business Response: November 18, 2013

Dear *** *********:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to *** *******’s complaint regarding the refund he received after terminating our services. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of *** *******’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

*** ******* is correct he did terminate our services in July 2013 and we were delayed in removing our tank from his property. District Manager, *** *****, did try and contact *** ******* directly upon receipt of this letter but unfortunately was not able to speak to him directly. However, he did leave him a message apologizing for the confusion letting him know we would be removing all fees and the tank rental. He also stated we would be sending him an additional refund in the amount of $102.34.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/27/2013 Problems with Product/Service
11/23/2013 Problems with Product/Service
11/22/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Propane was delivered to **** **** ***** ********, **** ***** on Oct 28, 2013 without it having been ordered by ***** ** *****. I own my own propane tank and I did not place this propane order. Now Amerigas wants me to pay for the propane that I DID NOT ORDER. I have spoken to Amerigas twice and told them twice that they need to come pick up the propane that was delivered. Amerigas told me that they don't know when they will be back to pick it up. My complaint is that Amerigas delivered propane to me that I never ordered and don't want.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like everyone to know about how this company does business. I have a friend that Amerigas did the same thing to-delivered propane to her that she did not order and she had to get them to take it back. Now out of the clear blue sky Amerigas does the same thing to me.

Business Response: November 11, 2013

Via Email: info@mybbb.org

Attn: ****** *********

BBB Metro Washington DC & Eastern Pennsylvania 1411 K St. NW 10th Floor

Washington, DC 20005-3404

Re:    ***** *****,    Complaint ID #*******

Dear **. *********:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. *****’s complaint regarding a delivery she did not order. Upon receipt of **. *****’s complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.

**. ***** is correct she did receive a propane delivery from our company without placing an order. AmeriGas acquired **. *****’s old company *** ******* and unfortunately when her account came over it was transferred as a ******** customer. ******** Customer’s accounts are set up so they receive automatic deliveries from us, which explains the deliver to **. *****. Upon receipt of this letter **. *****’s account was corrected in our system and the propane was scheduled to be pumped out on November 9, 2013. AmeriGas District Manager, ****** ******, also tried to contact **. ***** directly to speak to her personally about this problem.

We value our customers and apologize for any inconvenience we may have caused to **. *****. 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,

*** ******* **** *******

Customer Advocacy Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On several occasions Amerigas has failed to properly notify me of my monthly bill. I was told that i had signed up for paperless and that the e mails had probably gone into my spam account. I have no recolection of signing up for paperless statements and was extremely frustrated to find out we had a past due account of over 3 months. I was told by the girl in the office they only send out paper statements on accounts that are greater than 90 days past due. I then arranged a payment plan to get us back on track. No one informed me i was no longer on a forecast which means they will deliver your propane without you calling them. I recently smelled a strong gas smell coming from the stove and i called to report a possible gas leak. When the technician came out he explained that our tank was below 2% causing the smell and he then wrote me an invoice for $114 for service charge. The second technician who came out to fill our tank explained that if we were on a forecast we should not pay a service charge because it was their fault the tank ran low. When i called the office to explain what i had been told and ask to have the service charge removed the secretary was very rude and explained that since our bill was past due we were responsible for the charges. As i expressed my frustration about the multiple past issues i keep encountering about billing she stated i was not paying attention when shes speaking to me. I spoke to corporate office and i asked the lady if we were still on a forecast and she said she could not answer that for me. I expressed my frustration about billing issues and how there is constantly and issue with billing she stated if she thought her bill was too high with her cable company she cant just call them and ask them to lower it. I explained its not about the pricing im frustrated with the inconsistency of the billing situation and she said there is nothing she can do about refunding our money. There have several times when we arranged a payment plan with the customer service department and when we recieved our bill we would have monthly late fees of $36 i would have to call every time and explain the situation to have them removed and they said theres a disconect between the local office and the customer service office. When we first moved into our house we were not told we could have our credit checked so that we would not be on a cash on delivery set up. I had my 2 day old baby home from the hospital and we ran out of propane. When i called them they explained we would have to pay an emergency delivery fee plus the entire balance of roughly $800 or more upon delivery. Later in the year i was told we could run our credit and not be COD my credit score was around 800 and i was very frustrated that this option was not given to us before when we had no water or heat during winter for our newborn. There is never a positive experience with this company they put you in a situation to pay fees and delivery charges that could be avoided with the proper billing statements being sent out. I would never recomend this company to anyone and i feel that the company treats you unfairly taking no responsibility for their errors.

Desired Settlement: Requesting an apology from the local office along with a refund of the service charge of $114. Most of all a change in the way the billing statements that are mailed. They should be mailed monthly regardles of weather your on a payment plan or your account is less than 90 days past due.

Business Response: October 4, 2013

Dear **. *********:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. *******’s complaint regarding a service charge of $114.00. AmeriGas takes any complaint by its customers seriously and upon receipt of your letter, we reviewed **. *******’s account and our applicable policies. We have concluded our investigation and provide the following response.

On September 24, 2013, **. ******* was sent an invoice totaling $700.06. The breakdown of charges is as follows: $57.71 for Service Labor, $39.99 for the Service Dispatch Fee, $585.07 for delivery of 132.7 gallons of propane along with $9.59 HazMat Fee and $7.70 Fuel Recovery Fee. The service labor and the service dispatch charges are standard fees which are explained on the back of our invoices and can be found on our website, www.AmeriGas .com.

**. ******* was charged the service labor fee and service dispatch charge because she called claiming she smelled propane and the possibility of a gas leak. When our AmeriGas employee arrived, it was found **. ******* did not have a leak she was in fact out of propane which caused the propane odor. **. ******* is a will call customer and is responsible to call for a delivery prior to running out of propane.

We value all of our customers and apologize for any inconvenience we may have caused **. *******. 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:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: My issue stems from lack of billing statements being sent to me and multiple mistakes being made on the companies behalf. There is a huge problem with the billing system. We were never aware of a bill due so therefore we were made a "Will call" without ever being told so. Its been a trickle down effect. After i called to settle the issue of not recieving a bill with costumer service I was told i was on E mail statements which i never signed up for. They told me the e mails might have gone to my spam account which caused them to be missed. Customer service then advised me they would remove my e mail from their system. Now im recieving e mail statements NOT in my spam folder and i was told i would not be recieving e mails. I want to know how these mistakes keep being made and Im told we are responsible for the outcome! Its been issue after issue with this company and im very frustrated with their lack of understanding.


Regards,

***** *******








Business Response:

District Manager, ****** *******, has been in direct contact with **. *******. All late fees, dispatch fees and labor charges have been removed from her account.  **. ******* has also set up a payment plan on her account with our Customer Care group. We value all of out customers and apologize for any inconvenience we may have caused **. *******.  In light of the foregoing, AmeriGas reasonably considers this matter closed.

If you have any questions or require further information, please feel free to contact me.

Respectfully,

**** *******

Customer 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.]

Better Business Bureau:

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

Regards,

***** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/21/2013 Advertising/Sales Issues
11/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is the correspondence I sent to Amerigas 9/13/2013: I HAVE SOME QUESTIONS REGARDING MY BUDGET PLANS FOR THE PAST 2 YEARS. WHEN I CALLED TO SET UP MY BUDGET PLAN FOR 2011-2012, ******* QUOTED ME A PRICE OF $4.03/GALLON FOR PROPANE AND A MONTHLY PAYMENT OF $424.00/MONTH. I ASKED WHY MY RATE WAS SO HIGH WHEN SHE HAD JUST QUOTED SOMEONE ELSE A PRICE OF $2.89/GALLON. SHE SAID SHE DIDN’T KNOW WHAT I WAS TALKING ABOUT. I GAVE HER THE PERSON’S NAME AND SHE THEN LOWERED IT TO $3.72/GALLON AND A MONTHLY PAYMENT OF $384.00/MONTH. I SHOULD HAVE DISCONTINUED MY SERVICE THEN, BUT I DECIDED TO STICK IT OUT FOR ANOTHER YEAR. THEN,, WHEN I CALLED TO SET UP MY PLAN FOR 2012 – 2013 YEAR, I WAS QUOTED $3.40/GALLON AND A MONTHLY PAYMENT OF $339.00/MONTH. AGAIN, SHE QUOTED THE SAME PERSON, THE SAME DAY A PRICE OF $2.89/GALLON AGAIN. I WAS TOLD THAT THE LOCK IN PRICES WERE BASED ON CURRENT PRICES. MY TOTAL BILL FOR 2012-2013 YEAR WAS $5,400.00. I WILL BE PAYING ON IT UNTIL THE END OF THE YEAR. I HAVE SEVERAL PRINTOUTS THAT SHOW I WAS REALLY OVERCHARGED. I CANNOT AFFORD TO PAY $4,000 TO $5,400/YEAR TO HEAT A 1400 SQFT WELL INSULATED HOUSE. THE NUMBERS JUST DON’T ADD UP. WITH NO INSULATION AND MORE SQ. FOOTAGE, IT WOULD NOT COST THAT MUCH TO HEAT A HOUSE. I DON’T LIKE A LOT OF HEAT ANYWAY. SOMETHING IS VERY WRONG WITH THIS WHOLE PICTURE. DELIVERIES WERE MADE TO MY HOUSE EVERY MONTH THIS PAST WINTER (7) VS. 4 OR LESS IN PAST YEARS. I EVEN GOT A DELIVERY ONE SUNDAY NIGHT. MY NEIGHBOR CAME OVER AND SAID WHAT’S GOING ON? SHE SAID, “SHE WAS IN THE AREA AND DECIDED TO STOP BY.” EVERY TIME A DELIVERY IS MADE, THERE ARE EXTRA CHARGES ALSO. I JUST CANNOT AFFORD THESE PRICES, ESPECIALLY WHEN I KNOW OTHER PEOPLE ARE PAYING MUCH LESS. THESE ARE MORE LIKE OIL PRICES. I EXPECT A RESPONSE TO THIS WITHIN THE NEXT 10 DAYS . IF NOT HEAR FROM YOU, I WILL PURSUE FURTHER ACTION. ___________________________________________________________________________________________________________________________ I did not get any response from Amerigas. Today I received a phoney bill from Amerigas requesting immediate payment. I have been making payments on that rediculous bill monthly. I recieved a bill tody with extra charges (dated for April, 2013). How is this possible when I was on their budget plan in April and was paying $339.00 per month. They have added an additional $208.92 to my account for no reason. I am currently not on their budget plan. I have several files that I can submit to back up what I am saying. I have copies of the checks that I sent them recently. I will submit these files upon request.

Desired Settlement: I would like to have my account adjusted to reflect what others in my neighborhood were paying for propane for the last 2 years. I would also like to have that $208.92 removed from my account. I would also like to have an explanation as to how ******* arrived at my quote versus what she quoted other people on the exact same days. That last bill I received is very typical of Amerigas. They also make you pay for 10 months even when you have met your obligations for the year. I questioned them about what happens when you pay beyond your budget obligations. I was told the excess is credited to your account. They credited me that one time after I questioned them. I have also not been credited.

Business Response: November 4, 2013

Dear **. *********:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. *****’ complaint regarding her budget pay amount. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. *****’ complaint, we investigated the allegations contained therein and provide the following response based on our findings.

Office Manager, **** *****, has been in contact with **. ***** to discuss her concerns with her budget pay amount. We have offered her a monthly budget pay amount of $350 with a locked in price per gallon of $2.999 expiring on June 30, 2014. We have also waived the annual enrollment fee. **. ***** will be receiving a contract in the mail which she will need to sign and send back to her local office. As a courtesy, we will schedule a furnace check and a leak check to verify her system is operating properly. **. ***** was in agreement with **** *****’ offer.

We value our customers and apologize for any inconvenience. We trust this response addresses her concerns. If you have any questions or require further information, please feel free to contact me.

Sincerely,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We left Amerigas because of constant billing problems. The online billing system was never aligned with the paper-based invoice / statement system. Our bills were substantially incorrect more than they were correct. Often Amerigas would charge us the prevailing market rates instead of our contract rates. Because of this, we chose to leave this company at the end of our contract. There was a true -up / final payment required to settle the account. We paid the settlement. Amerigas deemed we overpaid, and sent us a final settlement check of $400+ dollars. Finally, we were done with this company. Now we get regular, consistent robo-calls that tell us our account is past due. I have tried repeatedly to get help from the local office prior to our departure, and subsequent to our departure, from the national office. Repeatedly I'm told that an investigation will commence and someone will get back to me. No one ever does. Never. The harassing calls continue. We've had enough.

Desired Settlement: Just. STOP. Stop with the calls. STOP. Get your act together. Fix your problems. But LEAVE. ME. ALONE I am not responsible for your horrid customer service and your terrible accounting software. STOP!

Business Response: I spoke to this customer on 10/29 and resolved the issue on 10/29, There is a zero balance. Amerigas has acquired many locations in VT

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am owed a refund or $67.84 and they are joking and satanically toying with Me, promising to send and then nothing. They have been toying with Me for more than a year and I want My money, an Apology and Money for the hours I put into dealing with this outright theft.

Desired Settlement: I expect to be compensated for the at least 8 hours of time I have into dealing with this. My labor rates for administrative work is 250 dollars an hour plus the $67.84 they told Me over and over and over and over and over about!! A total of $2,067.84 is needed. They are a bunch of crooks only serving to rip off their customers and after a year of their outright lying I have to do this.

Business Response: November 11, 2013

Dear *** *********:

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

AmeriGas records indicate *** ****** was issued a refund check in the amount of $67.84 on October 30, 2013. We apologize the refund was not issued sooner.

In light of the foregoing, AmeriGas reasonably believes that this matter has been resolved. If you have any questions or require further information, please feel free to contact me.

Sincerely,

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

Better Business Bureau:

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

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/11/2013 Billing/Collection Issues
11/11/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Amerigas never delivered propane to me or connected my service but they are charging to read my meter.

Desired Settlement: My balance should be zero.

Business Response: October 31, 2013

Dear **. *********:

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

According to our records, **. ******* was a new tenant at an apartment complex in ****, Maine. The apartment complex has metered propane. **. ******* set up an account with AmeriGas and never called back to have the meter unlocked, from the previous tenant. AmeriGas charges a monthly meter fee which is why **. ******* started receiving invoices.

District Manager, ******* ******, has left **. ******* two messages asking him to return his call to go over the account. We have reversed all charges on **. *******’s account and are now showing a zero (0) balance.

We value our customers and apologize for any inconvenience this may have caused to **. *******. 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,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In July of this year, I changed propane suppliers. I switched from Amerigas, whom had purchased Blue Flame Propane which is the company I originally contracted with, to **** ***** Propane. I contacted Amerigas to close my account and was told I would be sent a final bill and that my tank would be picked up. They finally sent someone to remove their tank from my property last month. It's now October and I have I have finally received my closing bill. I am being charged for a service call to remove their tank from my yard. Mind you, the tank was empty and disconnected, no "service" had to be performed. All they had to do was pick it up. Also, there is no accounting for any potential refund of tank rental charges from the time the account was supposed to be closed until it was picked up.

Desired Settlement: I expect this charge to be reversed and I expect and an accounting of tank rental as of the day I called to close my account and any credit for tank rental that may be due to me, as of the day I called to close my account to be refunded.

Business Response:  October 28, 2013

Dear **. *********:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. ******’s complaint regarding a tank we were delayed in removing from her property. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. ******’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

**. ****** is correct she did request to have her tank removed and unfortunately we were not able to fulfill her request in a timely manner. Upon receipt of this letter Amerigas District Manager, *** ***** reached out to **. ****** and apologized for the delay as well as removed all service fees involved.

We value our customers both past and present 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,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Original tank was owned by me and they replaced it with their tank and charged me a rental fee. I have been experiencing a problem with a gas company called Amerigas in *** ***** Florida. I purchased a vacation home in July of 2009 in which it has a gas cooktop stove. After a year of using the home on weekends we realized we had never filled the gas tank, this was approx April 2010. We called ********* Gas (which is what was written on the tank) and they were unable to make the service call when we needed them. So we called Amerigas and they were able to schedule it during the times we were available to meet them. The technician arrived and informed us that the tank had a leak and he was going to switch it out. So we paid the $184.08 to top off the tank and the service call. At which time my husband signed a form (he thought it was for the service call) to receive the gas. So we never had a problem until I received a bill in the mail about a year later indicating that we owed for tank rental. So this was never discussed with us that we were leasing a tank from Amerigas. I actually owned the tank that they took with them a year prior. It came with the house when I purchased it. So I called and spoke to the general manager and they said this was something new they were doing and going into the files for customers who were never previously charged and they were billing them. So I informed them that they took the tank that I owned and they waived the rental fee. Shortly after that I received another bill in the mail, for refill of the tank. I never called for a fill so I was upset that they did this without me asking. I called once again and asked to speak to the manager. They said that my account was setup in error to fill it every so often. They apologized and removed the charges on the bill. So again in April of 2013, three years after the initial fill of my gas tank, I get another bill for tank rental. I called and explained that they took my tank and I never agreed to pay a monthly rental. I use the home and the gas very little and I just wanted my old tank back and that is when the arguments started. I asked to speak to a manager, and also asked to see the paperwork when we received the gas originally in 2010. This was in June 2013, I spoke to a girl in the office several times in between the time I first received the bill and requested paperwork. I finally received the information in the mail 8-27-2013. I called to speak with a manager several more times and we kept missing each other. Finally on 9-6-13 I called and the person in the office told me they were going to send me to collections, and they were going to send someone to my home to put a lock on the tank. I then asked for the manager's cell phone number to resolve the issue. I never was able to resolve it with their office. I made several attempts and they are unwilling. So I asked them to remove the tank and refund me for the gas that is left in there. The tank is a 200 pound tank and it probably has about 150 pounds left. So I am waiting on a refund check. I am asking for your assistance to get my old tank back and the proper refund that is due to me. Sincerely, ****** *******

Desired Settlement: I would like them to pick up their tank and refund what is in the tank without all of the collection fees and fines. I also would like the original tank they took off my property in April 2010.

Business Response: September 24, 2013

Dear **. *******:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. *******’s complaint regarding ownership of a tank and tank rent. Upon receipt of **. *******’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

After researching **. *******’s complaint in regard to ownership of the original tank which was removed from *** ******* ***** *** *****, FL in 2010, due to safety reasons it has been determined this was leased equipment. When our service technician performed a safety check, a leak was found and the tank was swapped out. Included with this letter is the signed lease agreement from the previous owners of *** ******* **** along with a signed lease agreement from **. *******.

**. ******* signed a Residential Propane Supply and Equipment Lease (the ‘Agreement”). Section 4 of said Agreement, a copy of which has been provided for your reference, states: ''''Rent. At its sole discretion, AmeriGas may charge rent for the lease of the propane storage tank or cylinder and related equipment and customer agrees to pay the equipment rental established by AmeriGas where applicable.” In addition, the reverse of every invoice received by each customer, explains the various fees AmeriGas charges, including Tank Rent. An online explanation is also available at www.amerigas.com.

We value our customers and apologize for any inconvenience we have caused to **. *******. 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,

October 28, 2013
Dear **. *******:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. *******’s complaint again regarding ownership of a tank and tank rent. Upon receipt of **. *******’s rejection complaint, we investigated the allegations contained therein and provide the following response based on our findings.

AmeriGas Operations Supervisor, Luis Hernandez-Baquero worked directly with **. *******. They came to an agreement with a returned amount of $54.14 after late fees and the tank rental was also prorated.

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 am rejecting this response because:

 

This office has not resolved any of my issues, therefore I requested them to please remove their tank in which they did.  Since the tank removal, I have received several statements which I am unclear about.  I have left a message on 9/12 for Luis he is the Operations supervisor in which I have been speaking with.  We agreed on 9-6-13 that they would remove their tank and Amerigas would issue a refund for the remainder of the fuel in the tank which there is approx 150 gallons (minus their restocking fee).  I still have not received a phone call that they have issue a refund check or a return call from the message left on 9-12-13.  I would like to know exactly how many gallons was pumped out and exactly how much the restocking fee is.  This is what we have agreed to pay.  I am owed money from Amerigas so please leave this open until I receive a reasonable refund from them.

Then there is the unresolved issue of the tank.  They are still claiming the tank belonged to them and it did not.  It belonged to me.  Amerigas indicated that my husband signed a rental agreement which when presented with the paperwork we were told it was to fill the tank.  It was onsite in the driveway that this took place.  The driver never indicated we were signing a lease agreement.  If that was the case then why had we never paid rental?  We owned the property from July of 2009 and then after 4 years Amerigas decides we need to pay a rental fee?  Clearly, they are not telling the truth.

Regards,

****** *******








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.]

Better Business Bureau:

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

Regards,

****** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have had delivery issues as well as billing issues with this company ever since we became customers when we purchased our house in 2011. Early in 2012 we received a 'late notice' in the mail for an enrollment fee we never authorized and when I called to question why we never received a notice BEFORE we were PAST due they said they had signed everyone up for electronic statements without asking. I insisted that ALL communication from them be via *mail* only in the future and paid the fee because we weren't sure how much propane we would need for the 2012 upcoming winter. This year we decided NOT to continue with the company due to how unhappy we had been and when I called in the beginning of July to cancel our account I discovered we had AGAIN been charged an enrollment fee which we had NOT been notified of. Unfortunately, I do not have the name of the person I spoke to on that day. She acknowledged that the fee would be reversed and someone would come and retrieve the tank. We would be reimbursed the cost of the propane, minus a restocking fee. We received a check on 7/22 for $87.49, but the statement accompanying it said the propane had been valued at $253.36, and we had been charged a restocking fee of $26.88, and a dispatch fee of $39.99 (both of which I understood) but that we had NOT had the $99 fee removed from our account. I called that same day (7/22) and spoke with ******* who said our account had been closed "too quickly" for the fee to be removed and that she'd reopen the account so the fee could be corrected. She said it would take 2 weeks for a check to be received. On 8/13 (three weeks later) I hadn't received a check so I called and again spoke with *******. She said the account still needed to be closed (she apparently forgot to close it back out) and after expressing my frustration she promised I'd have a check by the beginning of the next week. On 8/22 I called again due to not receiving a check and spoke with ******. She informed me that checks were only cut on Tuesday and that my account still hadn't been closed. I asked to speak to a supervisor, but after being on hold I got frustrated and called the national customer service line. I spoke with ****** who was the ONLY person who has been apologetic of the hassle I've been through. After a long discussion she told me she was going to contact the district manager and he had (per company policy) 2-3 business days to respond to my complaint. I also told her at the time that due to the incredible inconvenience I was going through I wanted a refund of the two fees for restocking and dispatch. I spoke with "****" on 8/23 who is the district manager (who never gave me his last name) and he wasn't very sympathetic at all. He cut me off several times while I tried to explain *why* I was so frustrated, and tried telling me that this is all a misunderstanding. I felt I had spoken with the ladies there quite enough for them to know exactly what was going on with my account. He told me that *I* needed to have patience, but I informed him that I felt I had shown plenty of patience in the matter and when I informed him that his company had over 500 complaints against it on the BBB.org website he told me that he "didn't know where they got those numbers from" and refused to look at the website while I was talking to him on the phone. He told me that he could see they owed me $99 for the enrollment fee and also $66.87 (the other two fees) and that they would cut a check on Tuesday... I told him that if I didn't have a check in two weeks I was contacting the Better Business Bureau and his response was "fine". Today, 9/6, has been two weeks and I have yet to receive my refund. I called the national line again this afternoon and spoke with ****** again. Again, she is the only person who has treated me like a person. She said the only check she sees ever having been issued was for $87.49 (the original check, which was short the original $99 they said they'd take off my account). So, I'm still owed the $99 AND the restocking/dispatch total of $66.87 I am asking to be reimbursed due to the frustration. She said she is going to contact her supervisor AND the regional manager to report this, but I told her I am going to report this to the Better Business Bureau because I'm tired of waiting and I want results. I just want to say that if the shoe were on the other foot, and I owed THEM money, there wouldn't have been so much patience showed to ME, and I would have been charged late fees and interest. I feel this should work both ways.

Desired Settlement: I want a check for the $99 for the enrollment fee I NEVER authorized, and I want also the $66.87 reimbursed for the restocking charge (26.88) and dispatch charge (39.99).

Business Response:   {Please see attachment.}

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me, provided they follow through. I feel I must state however that the claim that **** ****** had been so accommodating to me is false. He was unconcerned with how this was affecting me and more interested in informing me to be even more patient and blindly accept that nothing was being done in a timely manner. Also, I'd like to point out that I gave him a reasonable amount of time to reimburse me and that a check for $99 was only made out to me after I informed the company of my complaint to the Better Business Bureau. Feel free to inform them that I said this, for it is true. They are trying to make themselves look better than they are.
But, yes, I received a check for $99, and if they actually reimburse me the rest I will consider this matter closed.

Regards,

******* ******

Consumer Response: From: ******* *** ****** <***********************>
Date: Tue, Oct 29, 2013 at 10:48 AM
Subject: Re: complaint *******
To: BBB of Metro DC and Eastern PA 


Hello! I had submitted a complaint in September about Amerigas (see the information below) and I had agreed to the resolution of receiving two refunds, one of $99 and the other of $66.87. I received the $99 refund shortly after submitting my complaint against them to you, and their response said I would receive $66.87 as well, "in the coming weeks." Their response to you was created on 9/23/2013, and as I believed would happen, I have NOT received the $66.87.  
I had emailed a few weeks ago to ask what I should do, if this was not sent to me, and the reply I was sent was to let you know so this could be reopened, so I am writing to let you know that they have yet to make good on their promise of a refund. I have not contacted them this time because every time I've tried to talk to them in the past it has done me no good.

 Thank you for any help you can offer,

******* *** ******

Business Response:   {Please see attachment.}

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me so long as I actually receive the refund. It's sad that I have to keep reporting them to get results. Thank you for your assistance in this matter.

Regards,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered gas from Amerigas on October 8th,2013, 100 gallons. On October 9th,2013, thet claim they delivered 439 gallons. They also alleged that my fuel gauge was stuck between 30% - 40%.

Desired Settlement: For the company to adjust bill accordingly.

Business Response: October 21, 2013

Dear **. *********:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. ****’s complaint regarding a delivery he received. AmeriGas takes every complaint by its customers seriously and upon receipt of **. ****’s complaint, we investigated the allegations contained therein and provide the following response.

Our records indicate **. **** is correct, he did place an order for 100 gallons and in error we delivered 439 gallons. Upon receiving this letter ****** *******, AmeriGas District Manager, reached out to **. **** and the two agreed upon the following resolution. The overage in question was scheduled to be removed on October 16, 2013 but unfortunately we had an equipment failure and will need to return within the next two weeks to do the pump out. **.

**** was present when we made our first attempt to remove the propane and he was informed of the new schedule at this time.

We value our customers and apologize for any inconvenience we have caused to **. ****. 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,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am out of propane (heat/hot water) and was told that a manager would call back in 1-2 days, there is no resolution my problem and there are 2 children living in my home

Desired Settlement: I need to get propane delivered, and find out how to change gas companies (they own the tank in the ground)

Consumer Response: From: ******** ****** **********************
Date: Tue, Oct 29, 2013 at 2:53 PM
Subject: complaint dated 10/28

I submitted a complaint yesterday regarding Amerigas Propane. I have since been able to speak to a manager and the issues have been resolved.

Thank you,

******** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/30/2013 Problems with Product/Service
10/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: As new customers of the purchase of a seasonal home in 2012, we hired Homewatch to monitor our house in the winter. One day, a neighbor smelled gas and it was found that tanks were empty. The Fire Dept. Was notified and the Homewatch company came and looked at the tanks but could find no gauge. Homewatch told Amerigas there was no gauge and Amerigas insisted there was. We told them to deliver and the house would be unlocked for them to check the basement. Apparently, they came and didn't try the door and left. Eventually, they returned, filled the gas and charged us $125.00 for the extra trip, even though they knew the house was unlocked.It is now fall 2013 and are preparing to head south. We called Amerigas to find out, again, for someone to show us how to locate this "gauge" that is suppose to be on the tank that no one seems to be able to find. There are 2 tanks, one with a handle that lifts very easily and we cannot see a gauge. The other tank has a cover that does not seem to be removable. It is either welded on or rusted in place. They insist that a $120 fee will be charged for someone to come show us where this gauge is. The clerk we spoke with was downright arrogant, disrespectful and called us liars and yelled at us on the phone and talked over us. I've requested the manager to call me and I've not heard from him. We feel we were not treated properly and fairly. That is no way to treat a new (or old) customer. This person should not be dealing in customer service.

Desired Settlement: Refund of $125 charge and any further charges.

Business Response: Re: Complaint No 9739950 To Whom It May Concern: Thank you for giving AmeriGas propane, L.P. (“AmeriGas) an opportunity to respond to Ms. ******’s complaint regarding a special trip fee she was charged. Upon receipt of Ms. ******’s complaint, we investigated the allegations contained therein and provide the following response based on our findings. Our records indicate Ms. ****** is correct a leak was reported at her seasonal residence and our technician responded to the call. When the technician arrived he discovered there was not a leak but rather the tanks were empty so he locked them off as a safety precaution. Mr. ****** whose name is on the account, called later that day unhappy that we had let his propane run out. At the time he was informed by our Customer Service Relations Representative (CRR), unfortunately we did not have any previous records of him previously calling to set up an account that we would be more than happy to do so and get him scheduled for delivery as soon as possible. Our CRR agreed to have his delivery added to the schedule for the next day but indicated to him there would be a $125 special trip charge for the delivery. We then made arrangements with Homewatch, the company which manages Mr. ******’s property when he is away, to have the property opened from 3-4:30 pm the following day, March 7. Unfortunately, when our technician arrived the door was locked and he was unable to do the proper leak check. He followed through with the delivery but had to lock off the tanks. When we contacted Homewatch regarding this situation they informed us we did not give them enough leeway time to make it to the house to have it opened before our technician arrived. We rescheduled immediately, did the leak check and unlocked the tanks on March 8 and did not charge another $125 special trip charge to Ms. ******. Mr. ****** received a bill from us for the Special Trip Fee and contacted our office upset, stating he was not made aware of this charge previously. The District Manager at the time, agreed to split the charges with him, which he did pay. Mr. ****** is now contesting this charge and asking for a refund of $125. Mr. ****** only paid $65 of the special trip charge. At this time AmeriGas will not be issuing a refund for the special trip charge. We value our customers and are sorry that Mr. ****** has since terminated his service with us. I trust this response addresses the allegations in Ms. ******'s complaint. If you have any questions or require additional information, please do not hesitate to contact me.

Sincerely,
**** *******
Customer Advocacy Manager

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

amerigas statement is not consistent with what we were told by Homewatch, who told me that the front door was unlocked.  In addition, after I paid a reduced bill, I was charged on a subsequent bill for the difference that I had withheld.  Stupidly, I paid it, so I ended up paying the whole thing.  Beyond those items, their letter does not address their unwillingness to come to our house to show us how to open the "sealed" tank lid to read the gauge without an additional charge or their arrogant and rude behavior.  We were subsequently shown, by another vendor, that he had to hammer the cover off the lid in order to finally find the gauge.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/28/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We terminated our service with this company. I sent a letter requesting the pickup of our tank and explained we had just under 5% of propane left in the tank. Also on our last billing we had a $99.00 credit. I requested an itemized statement showing the $39.99 charge for the tank pickup and the amount of refund for the unused propane which we had paid $2.749 a gallon(25 gallons x $2.749 = $68.73) The tank was picked up and I have yet to receive the itemized statement and refund. I called the toll free number on 4/4/13, 4/14/13, 5/21/13, 5/23/13 and 6/18/13. I was told there was only a refund for $19.27, what happened to the $99.00 credit? I spoke with ***** and *********, each time was told to wait about 7-10 days for a refund. I asked for a supervisor and was told there was none, only them. I asked for a corporate phone number and stated there was not one to give out. Here it is Aug 14, 2013. I am still waiting for the itemized statement and refund. Can you help?

Desired Settlement: I feel I should have an itemized statement showing the credit balance of $99.00, the charge for tank pick up, $39.99 and the amount of refund ($68.73)for the 5% of propane gas left in the tank. The refund, according to my calculations should be $127.74 returned to us.

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.]

Better Business Bureau:

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

Regards,

***** ********

Consumer Response: My original complaint #******* needs to be re-opened. Amerigas Propane has failed to issue the refund that they stated was being processed. As of October 9, 2013 I am still waiting.. They have not come through with the refund that they stated they were processing back on August 19, 2013. I believe they have no intention of giving me the refund that is due. Their letter was just that , a letter of good faith just to make them look good. It is going on seven months and I still have no refund. Current customer s and future customers should beware, if they ever leave the company they should use every drop of propane up because the company will not give a refund. Can you help further on this matter?

I am owed a refund of $68.73. The company picked up our tank in March of 2013. I have received the same story all along that it is being processed. This is a major company and I have been waiting almost 7 months now. It is a shame they cannot "process" a refund in a timely matter. I would like to receive a check immediately. Thank you, ***** ********

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.]

Better Business Bureau:

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

Regards,

***** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/26/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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:

**. *********, 

We are currently in the process of responding to **. ****'s complaint. Please do not hesitate to contact us if you should have any questions regarding this matter.

Sincerely,

AmeriGas Customer Advocate

AmeriGasCustomeradvocate@amerigas.com

Phone: ###-###-####


Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: I was not told about the service charge when I signed up for gas service and Ameri gas can not produce any document where i signed a piece of paper to to agree to pay those charges . Plus they have my name wrong i am **** ***** not ***** *****


Regards,

**** *****








Business Response:  August 27, 2013

Dear **. *********:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. *****’ complaint regarding a service fee. Upon receipt of said complaint, we investigated the allegations contained therein and provide the following response based on our findings.

AmeriGas has a standard service dispatch charge of $39.99 plus tax, which is clearly outlined in our terms and condition, which I have attached. In addition, AmeriGas’ terms and conditions are outlined on the back of each invoice and also located on our website, www.AmeriGas.com. **. ***** terminated her service with AmeriGas and was charged the $39.99 service dispatch fee for picking up the tank. **. ***** has since paid the invoice and is requesting a refund. Thus, **. *****’ will not be issued a refund for our standard service dispatch fee.

We apologize for any inconvenience to **. ***** and trust this response addresses her concerns. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:
Yes that policy is stated on each invoice but that policy was only brought to my attention after I first signed up with Amerigas

Regards,

**** *****








BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/25/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 9 years ago i started with a company which at the time was shell propane. amerigas bought out shell propane. I purchased propane from them for the first 6 years. Then i had a geothermal heat pump installed t help on the high cost of propane. I didnt use as much propane as before. Then i started getting tank rental fees of 125.00 for the last 3 years. I called them and they waved it and said they would send out someone to switch the tank out for a smaller one to help avoid the tank fee. every year up to now i have to call in july and argue with them. then they read the notes from the year before and say yup my mistake we will remove that and switch your tank out. so i called this year and they said that they were waiting on me to tell them what tank i wanted and they wont remove the fee until i tell them what tank. so after doing some research i found propane at a different company for 1.59 and 2.04 after that which is market value right now. I asked amerigas what there prices was it was 2.47. They wouldn't even match market value so i said to come pick-up there tank and now they want to charge me 40 dollars to pick up there tank. now thats wrong i have to pay them for a tank that they were suppose to swap for a smaller one for the last 3 years and pay to have them pick it up. no way. That is bad business and i feel i shouldn't have to pay for their bad practices and laziness to switch out my tank. I also know i didn't sign a service agreement with amerigas

Desired Settlement: reverse the tank rent and the charge of picking up their equipment also the late fee which i received after the 3 phone calls to try and settle this.

Business Response: Dear **. *********:
 
We are currently in the process of responding to **. ****’s complaint. Our District Manager is working on getting a charge reversed and I would like to include this in our response letter.
 
Please do not hesitate to contact us if you should have any questions regarding this matter.
 
Sincerely,
****** ********
AmeriGas Customer Advocate
AmeriGasCustomeradvocate@amerigas.com
Phone: ###-###-####

Business Response: October 8, 2013

Dear **. *********:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. ****’s complaint regarding propane tank rent, tank removal and late fees. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. ****’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

AmeriGas records indicate **. ****’s account was credited for a late fee ($36.00) and tank rent ($125.56) on or around September 16, 2013. **. ****’s account was also credited for the propane which was pumped out of his tank ($66.54) on September 28, 2013. A refund for the Service Dispatch fee of $39.99 for tank pick-up was posted to his account on October 5, 2013 and a refund check has been issued. We can confirm this account has been closed with a zero (0) balance.

In light of the foregoing, AmeriGas reasonably believes that this matter has been resolved. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:


Regards,

******* ****

yes they did refund the tank rental and they gave me 66 and some change for the propane credit. then they charged me 39.99 for picking up there tank. they wrote me a check for 26.55 so they didn't waive the 39.99 like the letter says. the check should of been the 66 and some change. they just took from the credit i had for the propane i bought. im requesting the remainder. If they waived the 39.99 then i should get another check for 39.99. the check number i got was ******** so they can check the amount. issued on 10/02/2013 thanks matt

Business Response:  October 23, 2013

Dear **. *********:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. ****’s complaint regarding a refund for $39.99. We have concluded our investigation and provide the following response.

AmeriGas records indicate that a check number ********, in the amount of $39.99, was printed and mailed to **. **** on October 9, 2013. While we apologize for the delay in processing the $39.99 refund, we now consider this matter closed.

In light of the foregoing, AmeriGas reasonably believes that this matter has been resolved. If you have any questions or require further information, please feel free to contact me.

Sincerely,

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

Better Business Bureau:

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

Regards,

******* ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've been using Amerigas of ********* NH for 8 years. I always pay in advance for my propane. on 10/11 I prepaid for my propane as usual. They waited until 10/15 to make the delivery, filled up my tank and then proceeded to unhook my propane, stating that the tank was too close to a window. They never called me, didn't knock on the door, made no attempt to contact me even thought I'm a long-term customer with available contact information in their system. And when I try to contact them they won't answer the phone. This is terrible customer service and I don't understand why they don't care about paying customers.

Desired Settlement: Try to keep their customers by actually giving modest effort to contact them.

Business Response: October 22, 2013

Dear **. *********:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. *****’s complaint regarding his tank being locked off. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. *****’s complaint, we reviewed his account and are providing the following response.

AmeriGas District Manager, **** ******, worked directly with **. ***** to resolve his issue of his tank being locked off. **. *****’s tank was locked off due to safety reasons. The tank has since been moved to a safer location and unlocked.

In light of the foregoing, AmeriGas reasonably considers this matter resolved. If **. ***** has provided you with additional information or questions, please do not hesitate to contact me.

Sincerely,

Consumer Response:

Better Business Bureau:

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

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: August 27, 2013

Dear Accounts Receivable:

I am extremely upset at the service/billing your company provided me on a property that I listed and sold at *** * ******** ********, MI *****. I contend that Amerigas incorrectly billed on this property and has refused to correct the issues after I have called several times to get them to correct the problem. They have even added a total of $72 in late fees to an account that they have overbilled. I am refusing to pay as the billing is in correct as I will document and the late fees are ridiculous for a closed account that should have a zero balance. I expect that the late fees be removed from my account and that the amount owning will total zero. Amerigas has provided me with no evidence that the amount on their billing is correct. Below I will document the billing history of this property.

The property that was serviced was listed on 1/11/13 and sold on 04/26/13 (mis says 05/01/13 as this is when final signed documents were received. (See attached mis sheet) On 04/05/2013 I received an accepted offer on this property with the contingency that the propane is turned on for buyer’s Inspections (See contract date of mis sheet). On 04/10/13 the asset management company approved for me to turn on the gas service (exhibit#2) on 4/10/13 I sent in the Authorization form for Amerigas to unlock the tank and light the furnace (exhibit#3 and #4). According to Amerigas billing, on 04/18/2013 Amerigas sent service dispatch out to unlock meter and turn on gas. On 05/16/13 I received a faxed invoice # ********** for this service Totaling $39.99 (exhibit #5) this was paid on 05/17/13 with check #***** (exhibit #6 a copy of cancelled check can be provided if needed). Also on 05/16/13 I received an invoice#********** by fax for “Meter serv Charge-NT totaling $23.41 invoice listed Meter serv charge of $9.99 and Sales Tax $.52 and 12.90 for gas delivered/used with beginning meter read of 2439 and end read of 2441 with reading on the 25th of April. (Exhibit #7 page 1 and page 2). This bill was paid by Check# 17158 for 23.41 written on 05/17/13 (exhibit #8) Based on the billing dates listed on this bill, this should have been the final bill as bill states 04/25/13 as the date of the propane

On 4/25/13 my company called to have the service turned off as property was set to close. Home closed on 04/26/13 (The buyer was informed to call and give a final meter read as of the day of closing. See closing statement (exhibit #9) On or around 06/04/2013 I received a fmal bill on this property. Bill Clearly states “Final Bill” It is dated 06/03/2013 it has a Customer close number ****** it has beginning read of **** (which matches the end read of the prior bill) and it has an ending read of **** It has the date of the ending read as 05/28/2013 which really is not correct as account was closed on 04/26/13 the day the property closed. At the time I did not argue the point as I knew there was a final bill due. The total of this Final Bill was $38.41 which was paid on 06/24/2013 with check *****. This should be the end of the billing cycle for me. Final bill paid and balance should be zero. Bill clearly states final bill, pay the amount listed to close out the account. Account is closed end of story

On 07/23/13 I receive a fax followed with a mailed invoice for $85.29 invoice #********** (exhibit 11 pages 1 -3) on this invoice under invoice date it states 05/31/13 (over a month since my office called to have service taken out of my name and over a month since the property closed) also on this date it indicates the meter reading of 05/31 over a month since I no longer had service at this property. At the top of the bill it indicates owner name as “****** *********” which is the business name of the purchaser of the property where as all prior bills had *** ****** as the owner. So obviously the new owner’s name is on the property as of this date. However it still had my company name in the billing address field. This bill should never have been sent to me as account was closed by phone on 04/26/13. This amount is for the month of may for service from 04/27 to 05/31 for meter reading **** to **** and should be billed to ****** ********* aka ***** ***** the party who purchased the property on 04/26/13.

When I called to explain the issue to Amerigas they refused to acknowledge that they had made a billing error and insisted I owed the $85.29. Since then they have sent two additional invoices which included the addition of a late fee of $36.00 each month for the last 2 months. I don’t owe Amerigas any additional money as I paid the final bill I received on 06/24/13. I am sending this letter and accompanying information to Amerigas billing, the better business bureau, the Michigan Public Service Commission and ***** *****/****** *********. I hope this settles the matter and I receive no further bills from Amerigas. I also will be sure to notify any of my clients in this area not to use Amerigas for their propane needs.

Desired Settlement: Unspecified

Business Response: October 4, 2013

Dear **. *********:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. *******’s complaint regarding her final bill. Upon receipt of **. *******’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

**. ******* is correct she did receive and pay for a bill from us in the amount of $38.41. This bill was an estimate meter read which all of our customers receive on a bimonthly basis. Unfortunately, it was generated at the same time she was discontinuing her service with us so she received both this and a final bill. The final bill for this account based on the final meter read in April totaled $123.70. **. *******’s final bill is for $85.29, which is the balance remaining after the $38.41 payment was applied.

We value our customers and apologize for any inconvenience we have caused to **. *******. 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,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Requested relocation of propane line. Scheduled repair date pushed back multiple times since 7/24/13 (now 9/20/13). Left with no gas for 3 weeks. Requested relocation of propane line due to inefficient routing. Site visit originally scheduled for 7/24/13. Pushed back multiple times. Repair date scheduled and also pushed back multiple times (over half a dozen, I've lost count) with various excuses. Technicians showed up for repair without the materials they needed to do the work. They disconnected old gas line on 8/30/13 with the promise that they would return after labor day with locally available materials to complete the reconnect. Did not return for next 6 scheduled dates to reconnect new gas line. Sill without heat and cooking as of 9/20/13 because the will not install a new residential propane line (household has 3 children under age of 10). When they do not show up on a scheduled date they never call to let us know or reschedule the repair. They refuse to replace our propane line.

Desired Settlement: I want them to stick to the next scheduled date to reconnect a new propane line. I want them to actually complete the scheduled repair on time so that my family has residential heating and cooking abilities.

Business Response: Initial Business Response
Thank you for giving AmeriGas Propane, LP ("AmeriGas") an opportunity to respond to Mr. ********'s complaint regarding the relocation and reconnection of a new propane line. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. ********'s complaint, we investigated the allegations contained therein and provide the following response based on our findings. According to the complaint, Mr. ******** asserts that a scheduled repair for his new propane line was pushed back several times. ******* ********* Area Director, indicates that he spoke to Mr. ******** on Friday, September 20, 2013 to discuss the situation; whereby, upon completion of the call, two (2) service technicians were dispatched to Mr. ********'s residence. AmeriGas records indicate the relocation/reconnection of a new propane line was completed on Friday, September 20, 2013 (between 5pm and 7pm ET). Attached is a coy of the work order as reference. Additionally, Mr. ******** was credited $125.00 on the two (2) hours of labor reducing his total labor charge to $81.00. We apologize for the delay and any inconvenience Mr. ******** may have experienced. 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.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.) Yes, once I filed this BBB complaint, they had technicians at my house to do the repair within hours. However, it should not take me filing a BBB complaint to get the company to take action!

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The customer service agent ****** was rude and hung up on me while I was asking her a question. I called amerigas on 9-23-13 at approx. 10am to discuss the relocation of my propane tank to another portion of my property. I was directed to speak to ******* because I had spoken with her on 8-29-13 with a similar question. When ****** answered the call on 9-23 she immediately said "Is your tank still at 5% like we had talked about?" I said "no, my tank is not at 5%. I had it filled on 8-26 before I talked to you about discontinuing my automatic refill service". She proceeded to argue and state that when we last talked, my tank was at 5% and that "this changes everything" because I have a full tank. I then explained that my tank was never at 5% because I my tank was filled to 80% and that I why I called her on 8-29. She then told me "No it was not." I then apologized for any miscommunication and asked if she could still help me. She immediately sighed and put me on hold. She then was able to schedule a time for my tank to be moved, but continued to repeat the same sentence over and over again, at which point I said "ok ******* I said I will be there." She then hung up the phone before I could finish the call.

Desired Settlement: I would like to speak to a branch or corporate manager about my experience and the troubles I have had with amerigas.

Business Response: Initial Business Response
Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond to Ms. ********'s complaint regarding customer service issues. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Ms. ********' s complaint, we investigated the allegations contained therein and provide the following response based on our findings. The District Manager for our ********** ** office, ******* ****** called Ms. ******** to discuss her concerns as requested in her complaint. As a courtesy to Ms. ********* ******* advised her that he will waive the propane pump out fee when she arranges to have her propane tank relocated. We value our customers and apologize for any inconvenience we may have caused Ms. ********. 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.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.) Amerigas did call me to discuss the customer service issue. They did not say if they would talk with the customer service rep ****** like I asked, but offered to pump out my tank for no charge. I requested that I not be contacted by ****** any more, however, the next day ****** called me to confirm my appointment. Otherwise I am satisfied with how the claim was settled.

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Amerigas bought out Liberty Propane in ** ******, VT. We did not recieve notification of this occurrence. Amerigas sent out a new contract for pre-buying propane for the year using the budget plan. The contract stated there was a $99fee for budget plan enrollment. Propane was priced as $2.89/gallon and they recommended we purchase 775gallons based on our previous years usage. They calculated the monthly payment (11months) as $268, to total $2948. If you multiply 775 gallons by $2.89 this equals $2239.75. Subtracting the $99fee from the total they wanted us to pay ($2948), there is $609.25 missing. After calling Liberty Propane, a sales rep told me that Amerigas "took it upon themselves to add 15% to the monthly bills for their customers" but she was unable to explain why. A manager from Liberty Propane called my husband and said they would adjust the payment to the appropriate amount ($214 not $268) and that when his office called corporate, Amerigas was unable to give them a reason for the overcharge. This overcharge was done to all of their customers. The actual percentage of overcharge was 20.6% to be exact (not 15%) for us. There was nothing in contract to explain the extra 20% charge, the only fee explained was the $99 budget enrollment fee.

Desired Settlement: Amerigas needs to be held accountable for scamming their customers out of money, without any explaination or reason.

Business Response:  September 26, 2013

Dear **. *********:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. ******’s complaint regarding being overcharged for her pre-buy contract. Upon receipt of **. ******’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

District Manager, ******* ******, spoke to **. ****** and explained pre-buy contracts are sent out with an extra 15% increase for the winter months. **. ****** walked **. ****** through the contract and seemed satisfied when the call ended.

We value our customers and apologize for any inconvenience we have caused to **. ******. 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,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/7/2013 Problems with Product/Service
10/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have never incurred a bill with this outfit. This is the second bill from this company. Spoke with the general manager at the ***** office, on 8/6/13 at 4:45PM. He apologized for the "error" and would correct it. Yesterday I received a "past due notice" for $99.00. This is for some kind of "enrollment fee" which we know nothing about. I object to getting "past due" notices from companies that I don't do business with. Product_Or_Service: none

Desired Settlement: DesiredSettlementID: Other (requires explanation) remove my name from their accounts receivable list

Business Response:

**. *******,

 

A response was sent on 9/24, please see the attached letter.

 

Respectfully,

**** *******

Customer Advocacy Manager

September 24, 2013

Dear **. *******:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. *****’ complaint regarding a bill he received. Upon receipt of **. *****’ complaint, we investigated the allegations contained therein and provide the following response based on our findings.

******* ********, Office Manager for AmeriGas, has contacted **. ***** via telephone and informed him he has a zero (0) balance on his account and explained why the error occurred. **. ***** was concerned about his credit, please let this response serve as confirmation that no derogatory credit information has been reported to any credit bureau or credit reporting agency.

We value our customers and apologize for any inconvenience we have caused to **. *******. 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: [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.]

Better Business Bureau:

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

Regards,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/4/2013 Problems with Product/Service
10/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 **. *********:

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

**. ****** 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 **. ****** 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 **. ******. 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,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ameri-Gas has billed me for something unknown, when I left their company having a negative balance on my account, they owe me money! I recently left Ameri-Gas after 19 years + due to a situation in the local office where their receptionist twisted the truth that presented a negative atmosphere between the company and myself due to information that this employee didn't tell the truth to her supervisor that caused me to look upon him as covering up the truth about the conversation ****** and I had over the phone and she denied ever having such a conversation about my current payment due at that time. ****** gave me an amount and I immediately had my bank send that amount to Ameri-Gas, but ****** had given me the wrong amount due for my current bill. I therefore had to send another payment to cover the current bill amount due plus the next months amount due to become current on my account! I'm not giving dates of this situation because it's water under the bridge and the matter at hand now is the fact that Ameri-Gas sent me an invoice showing that I owe them a balance due, which is totally incorrect. I left with a negative balance showing on my account and they owe me money. All of this can be verified with proof if it comes down to that, I have all correspondence pertaining to this matter of the alleged amount due. The company sent me a letter recently informing me that they had overcharged me for L.P. Gas and was correcting their records and would send me out the balance due. I left Ameri-Gas with a $100.00 credit on the account which left another negative balance due for refund! If need be I can send you a list of these date, times and employee's manes! I don't owe Ameri-Gas one red cent!

Desired Settlement: I'm waiting for my refund from Ameri-Gas as is due to me!

Business Response: Initial Business Response
Dear Ms. ******** Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond to Ms. ******'s complaint regarding her final bill. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Ms. ******'s complaint, we investigated the allegations contained therein and provide the following response based on our findings. Our records indicate Ms. ****** is correct she did have a conversation with a representative from AmeriGas when she had her tank removed, regarding her remaining account balance. Unfortunately, a breakdown in communication occurred during this conversation and the number Ms. ****** was given was incorrect. The bill she received after cancelling her service was for our standard tank rental and removal fees. We have previously credited the tank rental fee from her account and as a courtesy for the misunderstanding we are also crediting the tank removal fee. Ms. ******'s account is in the process of being final billed and she will receive a check for the remaining $28.19. We value all of our customers both past and present and apologize for any inconvenience we may have caused Ms. ******.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) I spoke with the receptionist today and was told that this matter had been resolved and I will be receiving a refund check, but wasn't given an exact date. The matter as it is explained by Ms. **** ***** is quite ambiguous because she only mentions $28.19. But in reality I was sent Past Due Notice on 09/17/2013 in the amount of $169.97, which there is nor was there ever any amount that I owed AmeriGas after the last delivery that I received from them! I presume that the balance that is being refunded is for the portion of tank rental fee's charged yearly for their storage tanks. Today I spoke with ****** again about the origin of this bill and to explain why I was sent a bill in the first place. She was unable to explain it to me and informed me that the manager had ordered that the charges be removed from my account, I presume that she was speaking about Mr.***** ********* the person that made me decide that I no longer wanted to do business with a company that totally disrespect their customers by placing blame where there's no blame due on the part of the customer! I had been a customer of AmeriGas for approximately 20 years and have never had a problem with paying my bill on time. Mr ******** credited my account for $100.00 dollars due to the this situation, therefore, in my opinion, I believe that Mr. ******** created this bill to eliminate the credit and come out on top by deducting the refund owed to me for the Annual Tank Rental charge and create a nonexistent invoice #XXXXXXXX on 08/10/2013 in the amount of $169.97. Then he Adjusted my refund that is due in the amount of $28.19 which has left a balance of $88.80 as a "TOTAL AMOUNT PAST DUE" in the invoice dated 09/17/2013 There was Past Due Items listed on this invoice that are nonexistent! Once this issue has been properly resolved I will be more than happy to be rid of AmeriGas Inc. and Mr. Danny ********* the District manager for AmeriGas Inc! Thank you!

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

9/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Amerigas has absolutely horrible customer service, overbilled our company and refused to look into the problem resulting in our cancellation. I spent a few months researching our bills from Amerigas because things were not adding up. I contacted the customer service department and was given a formula on how they come up with the total gallons to bill. I used their provided formula and determined that we were being charged for way more gallons than necessary on several months over the past year. It totaled up to a little over $1,100 in overcharges. I attempted to speak with the billing department for clarification and two reps confirmed that they saw the same error and were going to get to the bottom of it. I never received calls back! I would call them and would get rude answers like "Corporate already reviewed it and you are wrong, there is no problem", call over. The billing does not add up, no one would give me the time of day in the service center and for that we cancelled our services. Completely unprofessional attitude and when a customer feels they have been overcharged, it is that service providers responsibility to take the steps not only to correct the issue but to do what it takes to educate them and keep their business. Amerigas failed at that and according the other complaints I have read, I am not the first customer they have had these same issues with.

Desired Settlement: We would like an actual look at our account and an explanation for the overcharges during the course of 2012 through 2013. We are also asking for a refund of extra gallons you were paid during that time frame.

Business Response: Business' Initial Response
Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond to Ms. ******* complaint regarding a billing discrepancy. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Ms. ******'s complaint, we investigated the allegations contained therein and provide the following response based on our findings. Our records indicate the company Ms. ****** is representing was in fact incorrectly billed but only on one occasion. Ms. ****** did create a spreadsheet of the account usage but unfortunately she used 36.5 CuFt for her conversion formula which is not accurate. The correct number she should have used is 35.65CuFt. When using the proper number in spreadsheet there would not be a credit of $1100 but rather $34.25 which is reflective of the one month discrepancy. Enclosed with this letter is the spreadsheet created by Ms. ****** with the incorrect number as well as the Liquefied Gas Conversion Chart which shows the accurate number. We are sorry the company Ms. ****** works for decided to cancel our services over this misunderstanding However, in light of the forgoing error the total amount that is still owed to us from the company is $3,377.66. We value all of our customers both past and present and apologize for any inconvenience we may have caused Ms. ******. If you have any questions or require further information, please feel free to contact me.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) The 36.5 cubic feet being used in the formula was the number provided to me by your company. I also called a few other propane companies in the area and they also confirmed that information, with only one company stating that they calculate based off of 36 instead of 36.5. I find it interesting that two separate people within the company saw the same error and agreed with me until Corporate got involved and shut them down from communicating with me. It also seems as if you took my spreadsheet and created your own formula to match the numbers I came up with. If 35.65 was the correct cubic feet per gallons number then why was I not told that by the representatives within your company during my original calls? I only now hearing about this change after I several attempts to communicate with your company and having to get BBB involved. Your billing has been extremely difficult and your company even went months without doing a reading then tried to come back and bill for 2 or 3 months at a time. In all honesty, we had no intentions of cancelling with Amerigas, we were simply looking for some help in understanding our billing as well as getting our billing more consistent. It was the way Amerigas treated our company when I discovered a billing error based off the exact formula that was provided to me by YOUR billing department. I appreciate you addressing that we have a large balance due, however we are paid in full through our last bill which was invoiced on 7/25/2013 and paid on 8/13/2013. We have no outstanding invoices. You have chosen to not properly address my complaint again and I will see to it that I continue to use the BBB website as well as all other review based social media sites with my complaints about Amerigas.

Business' Final Response
Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to again respond to Ms. ******'s complaint regarding a billing discrepancy. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Ms. ******'s complaint, we investigated the allegations contained therein and provide the following response based on our findings. Ms. ****** is correct she does not owe us any additional money for this account. The payment she is speaking about posted at the same time that our initial letter was prepared, which is why it was not accounted for. In looking at this account again we do not feel they are owed a refund as they were not overcharged for any other deliveries other than the one which they had already received a credit for. We do recognize the number used in her chart may have been miscommunicated to her but unfortunately we have no way of knowing this which is why we included the Liquefied Gas Conversion Chart with our first response. As stated previously we are sorry the company Ms. ****** works for decided to cancel our services over this misunderstanding. We value all of our customers both past and present and apologize for any inconvenience we may have caused Ms. ******. In light of the foregoing, AmeriGas reasonably considers this matter resolved.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company put account in wrong name. Billed the wrong bank - autopay. I paid by check. They doubled the bill. Disconnected tank of 60 years. My name is ***** ***** *******, the Personal Representative for the ********* **** ****** Estate at *** ********** ***** ********** ** *****. Amerigas put it in my name, wrong - suppose to be estate name. I put the accounts/autopay in ***** *****. I notified everyone by letter. Amerigas main company had ***** *****, but smaller branch had **** ** *******. Apparently they autopaid wrong account. Disconnected. Never notified me in Colorado. I found out via real estate agent. I mailed a ***** ***** check confused by what happened. Called, told by parent company it was misbille3d. By then 60 year old tank was disconnected. Amerigas Parent company upset and told me they would refund the $33 charge. They ahd received the ***** ***** check. I talked with ********** and they were not nice accusing me of not properly notifiying them. I told htem I contacted parent company and the error was with Amerigas. I was so upset I told them to leave it disconnected since house is up for sale and it is hurricane season. Several days later received a second bill for $155 with another late fee. There is a $33, and a new #36 late fee on my name. This is an estate for a dead woman. You have put things against my credit. I was told Amerigas made the error and would correct it. This is a mess. I was treated like I was the problem with Amerigas. I am in Colorado working for the State and have not a clue what is happening and I put everything in "AUTOPAY" with ***** *****. It is a $2 million house with equal accounts to pay it. This is crazy, and I hate Florida and the Keys because of this kind of attitude that the customer is wrong. I will pay and notify the attorneys with the estate that there is an overpayment and suggest the attorneys go after Amerigas for this bad business practice. This is blackmail when I did everything right, the error was Amerigas and they never notified me. Then I paid by check, then took money out of autopay, and then send more bills. That will be over $288 I will be paying for Amerigas error. So I am penalized for $288 Amerigas Error. This is crazy. Over 16 months ago there was a gas leak and it took Amerigas over 5 hrs to respond with me calling every 20-30 minutes. Colorado doesn't mess with the safeyt of customers and would have been there in 15-20 min. The Florida house would have blown up and Amerigas didn't care. That has been the kind of treatment I have been subject to all this time. The account has to be The Estate of ********* **** ****** ***** ***** *******-Personal Representativew ** *** ** ******** ** ***** ************ **************** work - State of Colorado, ****** State Park ###-###-#### *************************

Desired Settlement: From the beginning, Amerigas had the correct ***** ***** accounts and improperly bills to a defunct **** ** ******* (I changed as **** ** ******* is a 140 mile drive into New Mexico.). I have spent time and expenses trying to correct this. It is a $2 million house in an estate. I handle the estate. It was my aunt's house. Amerigas made the error. They improperly disconencted it. Caused the Florida Secretary, the ******** ****** real estate agent, and the attorensy at *******, and ****** concern,

Business Response: August 26, 2013

Dear **. *********:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. *******’s complaint regarding problems she has had regarding the bill of an estate she is the executor of. Upon receipt of **. *******’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

After receiving this letter, our operations manager reached out to **. ******* directly and they have been in communication with each other. They have resolved this problem and **. ******* has been made aware that this account now has a zero balance. During that conversation on August 14th **. ******* informed our manager that she had already mailed a check to our company for $155, which we told her we will refund. As of today this check still has not posted to her account so we are still waiting to issue the refund.

We value our customers and apologize for any inconvenience we have caused to **. *******. 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,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/2/2013 Problems with Product/Service
8/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After cancelling my account last year due to billing practices. This year they are billing me for a service I do not want and did not authorize. They have sent me a bill for Lock In rate for the coming year. Last year I cancelled my account because they were charging me a rental fee (on a tank that I own! and have for 11 years). I spent a lot of time on the phone last year trying to get them to close my account and they did not comply as it seems.

Desired Settlement: I may want them to review billing on my account for the years they have records for. Probably at least 5-7? And refund me the tank rental fee that they assessed on my account along with the price adjusted for rental customers -vs- tank owned customers. I simply wanted to close my account last year. But now I am quite angry that they continue to cost me time in calling them to cancel / close, etc. I do not want their service and they continue to cause me grief. Not to mention they over c

Business Response:   {Please see attachment.}

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On April 17, 2013, I received a letter from AmeriGas stating I had a large bill due to an issue with their software. I phoned AmeriGas and was told by ****** that I had a credit of $1,035.00. Then in May I received a bill for $1,674.85. That's quite a difference from a credit in April. I wrote the President a letter with attachments and I always end up dealing with customer service reps who don't believe in providing "customer" service. I should not be held responsible for their software issues or employees mistakes. I have been a customer for years and the service they provide has always been extremely poor.

Desired Settlement: Give me the credit of $1,035.00, and that leaves me with a balance of 639.85. After that, I will find another service provider that respects the customer.

Business Response:

Please note we are still researching **. *******'s complaint.

Thank you.

 

Business Response: From: BBB of Metro DC and Eastern PA <info@mybbb.org>
Date: Thu, Jul 11, 2013 at 1:26 PM
Subject: Fwd: ******** *******, Complaint No. *******
To: ******** ***** ******************




---------- Forwarded message ----------
From: Amerigas Customer Advocate <AmeriGasCustomerAdvocate@amerigas.com>
Date: Thu, Jul 11, 2013 at 10:57 AM
Subject: ******** *******, Complaint No. *******
To: "info@mybbb.org" <info@mybbb.org>
Cc: "*******, *****" <*****.********************>, "*****, *******" <*******.******************>


**. *****,

 

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

 

Respectfully,     

 

**** *******

Customer Advocacy Manager

 

AmeriGas Customer Advocate

AmeriGasCustomeradvocate@amerigas.com

Phone: ************

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: AmeriGas never called me on May 28TH. They never called me until after I wrote a letter dated June 14TH, 2013,  to **. ***** ********, President & CEO of AmeriGas. This is the second letter I had written to **. ******** regarding another issue I had with AmeriGas in September, 2012.  I can make copies of those letters available to you upon request.  **. ***** phoned me after the June 14TH, 2013  letter was received, and she left a message on voice mail. I called her the next day. Never did anyone at AmeriGas tell me a payment was made by another customer in error and applied to my account. AmeriGas has provided poor customer service and at best no customer service. When I'm told I have a credit balance of $1,035.00, by an AmeriGas representative, then they should stand by that. Their representative is at fault. I gave her my account number, questioned it and I was still told I had a credit balance. I will pay AmeriGas $639.85 to clear my balance. Then I will be happy to terminate my service with AmeriGas. If AmeriGas would do some research, they would see that there are more than 54 pages of complaints against their company. I am not the only person dissatisfied with their service. I have had many complaints. I will keep filing complaints against AmeriGas with anyone whose attention I can get to make sure the customer is treated fairly. This includes writing to my elected officials and contacting news media, to notify them of the injustice inflicted upon customers of AmeriGas. **. ****, **. *****, ******, **. *******, and **. ***** do not grasp the meaning of customer service. 


Regards,

******** *******








Business Response: From: BBB of Metro DC and Eastern PA <info@mybbb.org>
Date: Thu, Aug 8, 2013 at 9:21 AM
Subject: Fwd: ******** ******* *******
To: ******** ***** <****************>





---------- Forwarded message ----------
From: Amerigas Customer Advocate <AmeriGasCustomerAdvocate*************>
Date: Thu, Aug 8, 2013 at 9:20 AM
Subject: ******** ******* *******
To: "info@mybbb.org" <info@mybbb.org>





**. *****:
 
Attached is our official response to the rebuttal filed by **. *******. Please do not hesitate to contact me should you have any other questions.
 
Respectfully,
**** *******
 
AmeriGas Customer Advocate
AmeriGasCustomeradvocate*************
Phone: ************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Two requests in the last 6 months by our currently selected propane company to have their LP tank removed and the new company begin service to our residence. AmeriGas has chosen to ignore these requests.

Desired Settlement: Amerigas needs to provide the following: A completed list of consumer rights and government authorities which regulate their business with contact information. 2. A detailed account of why they have refused to respond to the request for them to remove their equipment from our property that has been made by ***** *** as our new supplier as required by law. It is uncomprehensable why 2 requests in the last 6 months have not been responded to. 3. Their intended course of action to remove their equipment from our property with in the next 30 days. Thank You for your assistance,.

Business Response:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to this consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in **. ************' complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information.

 

In the meantime, should you have any questions, please feel free to contact me at (**** ********.

 

 

******* *******

AmeriGas Customer Advocate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/16/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Myself and the account owner have for the last two years tried to get back on a monthly payment plan with automatic delivery. Amerigas stopped those services approx. 2 years ago with no warning. After a [u]DOZEN[/u] attempts to get the service restored through our local Amerigas dealer, we are still not on the plan we have asked for. They continue to tell us that they have to contact their people and they will call us back. Well, rarely do they even call us back, and last time I talked to Amerigas in **** *****, "*****", then it was implied that it is our fault that we're not on auto payments anymore that we should have payed a $350 bill that resulted from a much needed delivery because we were not on auto delivery anymore. We do not even receive bills anymore since this started happening 2 years ago! I have spoken multiple times to **** and ***** at our local Amerigas dealer.

Desired Settlement: We just want to be put back on our original plan and RESUME MAIL BILLING! Wouldn't hurt to zero our bill out too because of all the trouble and lost heat during the winter months.

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.]

Better Business Bureau:

**. ******* may have the bill in her name, but **. ****** is the one who is financially responsible for the bill!  Don't play a couple against each other, Amerigas!  I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is somewhat satisfactory to me, but the customer service of Amerigas is horrible! 

Regards,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/16/2013 Billing/Collection Issues
8/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ...and charging double current rate for propane. i currently lease a 500 gallon propane tank. I pay a fee annually to have Amerigas maintain it. It has never been maintained. It is rusting and may not be safe. I asked the **** Washington Amerigas to inspect it in 11/2011, 5/2012 and 5/2013. I have never used propane before I bought this house in 7/2006 and did not know the danger the condition of this tank posed to myself and my daughter. I paid my yearly lease fees and the Amerigas delivery technicians continued to deliver propane into this tank and never considered it needed to be maintained. I called the corporate office in May 2013 and they sent a message to the **** office. The **** office said they would take care of the tank. They asked what percentage I was at and I said I didn't look because I just got propane 1/03/13 and a tank normally lasts me 8-10 months. (I only have a instant hot water heater and a furnace on propane...and I keep my house below 65 degrees and supplement with a wood stove.) On 5/30/13 I found an invoice on my front door for 358.5 gallons of propane at $4.08/gallon. (I have a written quote from ****** gas for their current rate of $2.19/gallon. They are highly concerned because of the condition of the tank and have offered to waive fees to swap the tank, etc.) on 6/4/13 I got a call from the **** Amerigas and they said they assessed the tank and it needs to be replaced. I told them about the unauthorized delivery on 5/30/13 and they said they shouldn't have done that but they can pump it out and pump it back in. (I am not comfortable with this for two reasons; their integrity is in question. I don't trust them and pumping out is a slow process and may take a few hours and I shouldn't have to miss work while they pump it out.) I did set up for the tank replacement for 6/6/13 at noon and I took the day off work. I called and got a quote for $2.19/gallon...which was $1.89 less than ****'s $4.08 charge. I also found my 1/03/13 receipt and it showed I was charged $3.59/gallon and the other company was $1.88...Amerigas over-charged an additional $1.77/gallon. So I called **** at 253-872-7613 and left a message telling them my concerns and asking the manager to contact me. After about 40 minutes I realized it was almost 4:00 and would soon be I sing time. So I called the same number and left a second message saying I realized it has only been a short while but I am canceling the tank replacement until the manager resolves these issues. And that if I did not hear from them by COB 6/05, I would process my complaint through the BBB. At almost 4:30 I received a call from ****** in the **** office stating she got the messages and would make sure the manager receives them. On 6/05 at 10:45 AM ****** left a message stating the manager gave permission for her to correct the price on the 5/30/13 delivery to $2.19. I returned the call at roughly 11:00 and I got voicemail. I told them the overcharge I found on the 1/03/13 makes their adjustment unacceptable. They obviously have been overcharging for a long time i am also concerned that the tank may be leaking because the tank needed to be refilled after 5 months and it normally takes 8-10 months to empty the tank. A photo can be found on the corporate Facebook page for Amerigas and available on request. ***** ****** ************ Acct *********

Desired Settlement: I am requesting my yearly maintenance fees be refunded because they have ignored the condition of the tank and my family has been in danger all this time. I also want the 358.5 gallons delivered without authorization on 5/30/13 to be pumped out, with no charges of any kind to me. I have not had a response. I also want my 1/01/13 bill adjusted and refunded to adjust the per gallon rate from the $3.58 I was charged and the actual $1.88 price of propane at that time. I can not trust the **** WA Amerigas. This is not only for the overcharging, but their Lackadaisical concern for my family's safety.

Business Response:

Good Morning,

This complaint was responded to on June 10, 2013. Please see th e attachd letter. Thank you.

 

**** *******

Customer Advocacy Manager

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

The information provided on the response from Amerigas was not accurate:

 

-       Although I appreciate the attempt to make a customer happy with the adjustment to the bill, they are charging me for propane that I do not have. On 6/06/13, *** from the ****, WA Amerigas took the unmaintained tank, including all of it’s contents. This includes the propane that I am being charged for on the 5/30/13 delivery and they took 70 gallons of the propane that I had in the tank from the previous fill on 1/3/13. (see bills attached to show I had 14% in the tank, which is 70 gallons at $3.59/gallon). So they have the propane in their possession, are continuing to charge me, and they took propane that was mine and have not made any mention of making any reparation for it.

-       They also stated they delivered 50 gallons of propane in the new tank they delivered on 6/06/13. This cannot be true, because it would be a violation of Washington State DOT Regulation 49 CFR 173.315. This CFR states you cannot transport a tank from your yard with greater than 5% volume in the tank. 5% for my tank would be 25 gallons, not 50 as you stated. The gauge read at 4%, which would be 20 gallons, again..not 50 gallons. I will pay for 25 gallons, no more.

-       They also stated that the “tank” was not leaking. This is a half-truth. I was told by *** from the **** WA Amerigas, that when he replaced the old tank, “there were a couple leaks in the actual copper piping at the top of the tank”. This tank should never have been allowed to get to this level of disrepair. Although the tank itself did not leak, per Amerigas. I had a leaking propane system in my backyard even though I was paying under contract for Amerigas to maintain it. *** did replace the copper piping when he installed the new tank. This explains why the tank delivered on 1/03/13 only lasted 5 months. A full tank normally lasts 9-10 months with our use. (2 people for heating and on-demand hot water only.) In an effort to settle these issues, I am not asking for any reparation for this loss of propane, although Amerigas is culpable for the leaking propane…not even to mention the safety issue at my home. I attached a photo. You decide if this tank was well-maintained by Amerigas.

-        Amerigas mentioned late fees on my account. I made it clear to the **** WA office that I would not pay the bill until they maintained my tank. During this time, I pre-paid $1000 for a delivery that was made on 1/3/13.The bill, attached, showed the total amount due as $23.17. I refused to pay that until the tank was inspected. It was not inspected and the late fees were added to late fees for the non-payment of the maintenance fee. Imagine that. Later the amount due for the 1/03/13 bill was changed to an amount exceeding $400. Once the corporate office motivated the **** WA office to begin to keep up their end of the maintenance contract, I paid the amounts they said I owed in full, less the late fees. I pay my bills, but I could not get anyone in this company to maintain this tank which looked like it had been drug out of the woods and was rusting out at the bottom and sides. Pictures attached.

 

So, in order to settle this complaint, I need:

 

1.     Amerigas to rescind all charges for the 5/30/13 delivery since they have the propane, I do not.

2.     Refund $251.30 for the 14% in the tank that Amerigas took off the property on 6/06/13. That is 70 gallons I purchased on 1/03/13 for $3.59/gallon.

3.     Refund the maintenance fees for 2010, 2011 and 2012 since no maintenance was performed despite my phone calls requesting it.

4.     Charge me $54.75 for 25 gallons delivered in the new tank on6/06/13 at $2.19/gallon

5.     Provide an explanation for the new charge of $495.88 showing on the bill dated 6/8/13 invoice# ********.  This is a new amount to me and there haven’t been since 5/30/13.


Regards,


***** ******




 










Business Response: From: BBB of Metro DC and Eastern PA <info@mybbb.org>
Date: Mon, Jul 8, 2013 at 4:26 PM
Subject: Fwd: ***** ****** Complaint #*******
To: ******** ***** ******************




---------- Forwarded message ----------
From: Amerigas Customer Advocate <AmeriGasCustomerAdvocate@amerigas.com>
Date: Fri, Jul 5, 2013 at 4:59 PM
Subject: ***** ****** Complaint #*******
To: "info@mybbb.org" <info@mybbb.org>
Cc: "**********, *******" <*******************************>, "****, *****" *************************


**. *****—

 

Please accept the attached documents as our official response to **. ******’s rebuttal to complaint #*******. Please do not hesitate to contact me should you have any questions.

 

Sincerely,

****** ********

AmeriGas Customer Advocate

AmeriGasCustomeradvocate@amerigas.com

Phone: ************

Description: Description: AmeriGas_CMYK_w_GrayTag

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

It was not a complete response. In this response, I will bullet the items Amerigas needs to respond to. Bulleting should help Amerigas respond properly and not waste the time my time or the time of the BBB by not providing a response to each part of the complaint.

Amerigas referred to a safe installation on 6/6/13, but the propane was turned back on at my property without access to the home. I'm offended that the safety guidelines, that are there to protect my family and neighbors, were disregarded. The regulator was inoperable on my home. Amerigas would have discovered that, if the required safety procedures were followed. Another company has since made my propane system safe.  I AM OFFICIALLY NOTIFYING AMERIGAS IN WRITING THAT YOU ARE NO LONGER MY PROPANE SUPPLIER. YOUR TANK HAS BEEN SWAPPED OUT. YOU NEED TO REMOVE IT FROM MY PROPERTY. So, your offer to waive the current rental charge which is due in 08/13, does not beenfit me. Neither does the offer of a $100 credit. I need to feel assured that my propane cmpany is following safety guidelines in order to keep my family safe. Amerigas has not done so in my situation, so as a consumer, I am making my choice to take my business to another supplier.

On your rebuttal, you did not adress the current bill. This bill is the major item of this complaint. My bill was paid it full up to the 5/30/13 delivery. The propane that was delivered on that day was removed from my property by Amerigas, but I am still being billed for it. I am also being charged late fees for it. In my last rebuttal, I asked Amerigas to explain a new charge of $495.88. You ignored this request. Please respond! My bill should be restored to a zero balance.In an effort to negotiate. I will pay $2.19/gallon for the 50 gallons you allege you delivered on 6/6/13.

Please respond to each bulleted item:
- Restore my bill to a zero balance as mentioned above.
- I accept your proposal to refund to me at the rate of $3.59/gallon any of the propane that was in the tank prior to the 5/30/13 delivery. This is reasonable because Amerigas removed that propane from my property on 6/6/13. Your billing records show this amount to be 14% of the tank.
- Charge me $109.50 ($2.19/gallon) for the 50 gallons you allege were in the tank you delivered on 6/6/13.
- SECOND REQUEST: Provide an explanation for the new charge of $495.88 on the bill dated 6/8/13 invoice# ********.

Total to settle account. Amerigas to pay $141.80  to me and send a final bill showing a zero balance. 

This offer is extremely fair. I am forgiving the years of maintenance that I did not receive from your company per our signed contract. It is sad that I had to post a picture on social media of the dilapitated tank at my home to get Amerigas to respond to my request to have it replaced. Shame on your company. I had been contacting you to inspect and replace it for years.

Regards,

***** ******








Business Response: From: BBB of Metro DC and Eastern PA <info@mybbb.org>
Date: Sat, Aug 3, 2013 at 11:25 AM
Subject: Fwd: ***** ****** - Rebuttal #2 (Washington state) BBB complaint #*******.
To: ******** ***** <*****************





---------- Forwarded message ----------
From: Amerigas Customer Advocate <AmeriGasCustomerAdvocate@amerigas.com>
Date: Fri, Aug 2, 2013 at 7:51 PM
Subject: ***** ****** - Rebuttal #2 (Washington state) BBB complaint #*******.
To: "info@mybbb.org" <info@mybbb.org>





Dear **. *****,
 
We are currently in the process of responding to **. ******’s 2nd rebuttal. However, we are requesting an extension as we will need the extra time to investigate this inquiry and ensure we can provide an adequate response.  Please do not hesitate to contact us if you should have any questions regarding this matter.
 
Sincerely,
 
****** ********
 
AmeriGas Customer Advocate
AmeriGasCustomeradvocate@amerigas.com
Phone: ************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/16/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Over and over again Amerigas did not deliver propane to us as scheduled leaving us many times over without propane. On our last time without service we spoke with them and made sure we paid our account in full and then canceled our account. Their gas prices were as much as a $1 over competitors price per gallon as well. After they finally picked up their tank which we paid a regular rental fee for, from our property they sent us a bill with an entry for "Other Adjustment". After such a bad experience with Amerigas, I wasn't about to pay some hidden fees. After talking to them, they are charging $120 for them picking up their tank from our property. Amerigas practices are terrible, and I highly recommend any consumer to stay away from this company.

Desired Settlement: After such poor treatment of us as their clients, I would expect they want to at least be fair to us and not bill us for the pick up the tank after I had confirmed the full payment of our account with them.

Business Response:   {Please see attachment.}

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have used Amerigas propane for years (13). A few years ago (5 or more) we upgraded the propane tank as we added a gas fireplace to the home. Thus, we were using a gas fireplace occasionally in addition to our cooktop. Last year my husband passed and I have been on a tight budget. I have not used the gas fireplace and cooking is to a minimum. Amerigas is now charging me over $90.00 for not using my gas. They said I need to use a minimum amount, (they have not told me what that is). Really over $90.00 for not using gas I already paid for. She states if I don't use the gas they are charging me a rental fee on the tank! Is this even legal? I am outraged. Product_Or_Service: Propane

Desired Settlement: DesiredSettlementID: Refund This practice seems so wrong. I would like the charges dismissed.

Business Response:

*** **********

We are currently in the process of responding to **. ******’s complaint. However, we are requesting an extension as we will need the extra time to investigate this inquiry and ensure we can provide an adequate response.  Please do not hesitate to contact us if you should have any questions regarding this matter.

Sincerely,

****** ********

AmeriGas Customer Advocate

*************************************

Phone: ************

<*

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/11/2013 Problems with Product/Service
8/8/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to resolve the billing discrepancies at Amerigas ****** 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 ******, ******, ***, ****** and now ***. A FULL 6 MONTHS OF ASKING TO PAY THE CORRECT AMOUNT. Amerigas corporate sent the account to collections whcih ****** 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 ******** 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 *** 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.]

Better Business Bureau:

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

Regards,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/5/2013 Problems with Product/Service | Complaint Details Unavailable
8/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Numerous attempts to cancel service and receive refund have failed. Each time company claims that they have no record of our calls. Called May 6 when tank was returned by ********** to their facility and was told refund should take 4 weeks Called June 10, support claimed that they had no record of any tank received or cancellation request. No record of refund issued. They submitted the request for refund. Was quoted 6 weeks to receive refund check, $4.50/gallon minus $39 cancellation fee. Called ****** with ********** to confirm that tank was returned. ****** confirmed communication with Amerigas and said there were fax records to show this. July 1 - Received an annual tank rental fee for $81 plus tax. Called and spoke to ****** with Amerigas. Says not to pay tank rental bill. She is putting notes on our acct and says they are working on getting this settled for us today. She said she will give me a call back if she needs any more information, and I can give her a call back in a couple weeks to get an update on the status. Each time they said they had no record of attempt to cancel, nothing about a tank being returned, nothing from **********, no notes in my acct at all.

Desired Settlement: We want our account cancelled and a refund issued. The tank was 48% full (57.6 gallons) when dropped off to Amerigas on May 6th from **********. We paid $4.85 per gallon and Amerigas takes .35 off per gallon for refunds, bringing the amount per gallon we should receive down to $4.50 per gallon. Amerigas also charges a $39 cancellation fee, so we expected a refund check total of $220.20.

Business Response:   {Please see attachment.}

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/2/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Amerigas, after a month in the winter, finally came to hook up the propane line to my heater. I barely used the propane heater in my 1,000 square foot apartment to keep the cost down since there is also electric heat in the apartment. A few months went by with no correspondence from them and when I finally received a "bill", I was shocked. Amerigas was charging me about $350 per month to heat ONLY the living room of a small apartment! They didn't give any information about how many gallons of propane were delivered, when they delivered and how much each gallon was costing me but the bill was incredibly high. After attempting to contact their office several times (the woman was quite unpleasant, likely because they deal with this all the time), I finally got someone to provide me the cost per gallon that I had been charged. I had to ask several times for this information and the Amerigas employee was very reluctant to tell me. After finding out that I had been charged more than twice the state average per gallon and other fees (these were not itemized at all), I was informed that because I hadn't "signed" an agreement I was charged their "winter" rate. I then asked to speak with a manager but he was "not in the office". I called back again to speak with someone about my bill and when I finally got to speak with a manager, they refused to be reasonable with the bill and only were willing to remove my "late fees". Even with that, I worked out a payment arrangement with the manager to make 3 payments but when I received the paperwork from them, he had set it up for only 2 payments. The very next day I received a collection notice from a company called ACS regarding Amerigas even despite the payment arrangement. I have unplugged the propane heater and I am moving out of the apartment since the cost of heating it with Amerigas isn't worth staying there. It was cheaper to break my lease 5 months early than to attempt to heat with Amerigas for the winter. This is the first time I've ever filed a complaint.

Desired Settlement: I would like to have my bill reduced to a reasonable amount that more closely reflects the value of the product that I received. If my current bill is reduced by 40% (bringing my per gallon rate to just over the state average), I will pay it immediately in full. Thank you.

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.]

Better Business Bureau:

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

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Harassing service, horrible management and customer service. I called to set up initial service with this company. In the middle of cold winter, with two very sick babies, I ran completely out of propane. They sent out a driver to do a tank inspection, and put in 20 gallons to tide us over until the actual driver could get there. The inspector said the driver would be by later that day, and at worst by the next day, which was a thursday before a 3-day weekend. No driver, no call, we ran out of that 20 gallons. I called back, and the CSR told me she'd call the driver and call me back to give me a time. no call back, and no driver, for an entire week. I had to stay at my parents since there was no way to heat our house. I called back again, and got the same rep, she said she'd call, AGAIN< NOTHING!! I was dumbfounded by their service. I had already run my credit with this company, which is why I didn't want to turn to another company for service. FINALLY 2 weeks later, the driver arrived after I called a 3rd time. I told the rep I didn't want their service if they weren't going to compensate me, and not to complete the fill unless I agreed to their compensation. She told me that she'd talk to her manager and get back to me. In the meantime, the driver showed up and filled our tank. I called back once I found out he filled the tank, and asked what they were going to do, they transferred me to A man named **, he gave me a total of $11 off my tank fill. I was appalled, he hung up on me after telling me I can either accept his offer of $11 or they would SIFFON THE GAS OUT OF THE TANK!!!!!! That remark resulted in a yelling match, I asked to speak to his supervisor and he denied me. He said he was it. I asked him if he was the top of the chain of command, and he said no, but that he wouldn't allow me to talk to his boss. Months went by, and I was stuck dealing with my very very sick kids. The rep I last spoke with told me that she would gladly compensate me, and not to worry just yet about my $525 bill. Never heard back from her. Then I received a bill that had been sent to collections, So I was forced to call back again! I got a rep who got my bill down to $306 and luckily took a screen shot and mailed it to me, but somehow never changed it in the system. I called back weeks later to pay, but *****, the new rep informed me that the org rep was no longer with the company, and that she didn't leave notes on my account. Luckily I kept the screen shot which she requested I fax to her. I was inconvenienced further more when I had to find access to a fax. So she got it straightened out, but I told her I needed to b removed from collections. That it was completely unacceptable and that I was furious that all their problems were going to now affect my credit. She got it pulled out, and I informed her I wouldn't pay the account until I received mail showing I was no longer in collections and what my true balance really was. That way I could verify that I wouldn't be paying my bill with Amerigas, only to still have another bill in collections requiring payment. I never got the correspondence. A few more months past, and I got a phone call that yet again informing me I was in collections. I called *****, again and she was able to pull it back, and I paid the $307 balance in full as I wanted to be sure it stayed off my credit. I feel like I had the absolute worst customer service ever, and I wasn't even compensated.

Desired Settlement: I would like a full refund, due to the harassment from **. He threatened me to siphon the tank. I informed him that I had a sick baby girl, and that I would be more than happy to forward him her hospital bills for the company irresponsibly not providing the promised services.

Business Response: Business' Initial Response
Thank you for giving AmeriGas Propane, LP ("AmeriGas") an opportunity to respond to Ms. *****'s complaint regarding the service she received from our company. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Ms. *****'s complaint, we investigated the allegations contained therein and provide the following response based on our findings. Our records indicate that Ms. ***** is correct she did receive a partial delivery from our company. Ms. ***** called us on February 28, 2012 and spoke to an AmeriGas Customer Relations Representative, ******* ***** about the remaining delivery. She stated she was unhappy with our service and she wished to speak to a manger to renegotiate the price per gallon for the remaining fuel, prior to delivery. Unfortunately, her delivery was already scheduled and delivered prior to her speaking with a manager. According to Ms. *****, she then called back after her delivery was completed and spoke to ****** who offered to subtract $11 from her bill. Ms. ***** states in her letter ****** told her this was the best we could do and if she did not take the offer we would remove the gas from her tank. Unfortunately, we do not have any record of this call nor do we know ****** in which she is referencing. Ms. ***** has spoken to various AmeriGas representatives on numerous occasions regarding this situation. We have worked diligently to work out a resolution to her problem and offered a substantial discount for the propane that she was delivered. Her account was cleared of late fees and removed from collections in January of 2013. Ms. ***** was not able to make a payment at that time for her February 2012 delivery but our representative still removed her from collections and she agreed to call back to make her payment. As of April 2013 Ms. ***** still had not made a payment and her account again went into collections, which as a courtesy we did remove her from once again. We removed all late fees and service fees from her account and Ms. ***** did finally pay her balance. We value all of our customers and apologize for any inconvenience Ms. ***** feels we may have caused her. 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/31/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: V1 Propane refused 2 refund money back on Propane not used after we moved They were to do a read off on the amount of propane left in tank and refund The tank was filled around the first of April and was paid in full on April 8th. We moved out of the home and it was sold on May 17th. V1 did a read out on how much propane was left in the tank and stated they would refund the amount not used. I called at least 6 times over the last 3 months to get the refund. in the mean time the people who bought the home are using the propane free of charge. To make matters worse, V1 propane sent me a bill for the rental of the tank a month after this all began. They refuse to call me back, answer my questions or give a refund for propane not used since the move on May 17th. I paid for the Propane through my Checking account online in April in full. They refuse to take any responsibility for the issues. I no longer live at the residence and the new people living in the home havent been billed for the propane. This is an outrage and beyond ridiculous.

Desired Settlement: All we want is the money refunded for the propane we didnt use started on the read off date of May 17th. Thats it. Nothing more, nothing less. We simply just want what is ours and thats the money refunded!

Consumer Response: finally got the the bottom of the issue. lack of communication and understanding of policy landed us all in this situation. issue is being resolved by all parties cooperation and detail to the problem.
V1 has handled it with poise. good job v1.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/30/2013 Problems with Product/Service | Complaint Details Unavailable
7/27/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company has failed to correct a billing issue. They have been called more than a handful of times and they tell me they will fix the bill and that we are all set, yet the bills keep coming. They have been calling and sending certified mail. They set us up in a payment plan for the season of fuel and have sent us two bills every month, since. One is wrong and we're told to ignore it. They have now sent us to collection and we don't owe them for any fuel per my phone conversations with them. Why would I pay them to create a credit they have to give back to me? Yet still the calls and mail comes to us. Also, the collections company is now calling. I don't know what to do now. I have paid for our fuel. What else would I need to pay them for?

Desired Settlement: They straighten out our bill and clear our account. They make sure the collection company is notified and there is nothing related to their error on our credit report.

Business Response:   {Please see attachment.}

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2013 Problems with Product/Service
7/23/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Amerigas continues to send bills for services they have not performed. I do not use gas anymore and haven't in almost two years. I requested to be on a "will call" status over a year ago, but they continue to send bills to me. I recently requested to cancel all services with Amerigas and thought everything was handled. I received another bill with a late charge about a week ago. I have received notices from collection agencies requesting payment for Amerigas. I have spoke to several people at customer services and no one can seem to resolve this problem. I am sick of this company and never want to do business with them again. I want this issue resolved, but Amerigas doesn't seem to have anyone competent enough to do so. I have never had this problem before and have never had to file a complaint with any other company. I don't know what else to do.

Desired Settlement: I want nothing from Amerigas but to cancel all services and stop contacting me with bills and late fees.

Business Response: From: BBB of Metro DC and Eastern PA <info@mybbb.org>
Date: Fri, Jul 12, 2013 at 9:44 AM
Subject: Fwd: **** ***** Complaint #*******
To: ******** ***** *****************>




---------- Forwarded message ----------
From: Amerigas Customer Advocate <AmeriGasCustomerAdvocate@amerigas.com>
Date: Fri, Jul 12, 2013 at 9:18 AM
Subject: **** ***** Complaint #*******
To: "info@mybbb.org" <info@mybbb.org>
Cc: "******, *****" ***************************, "**********, ****" <****.************************


*** ********

 

Please accept the attached letter as our official response to *** **** *****’s Complaint. Do not hesitate to contact me should you have any other questions.

 

Sincerely,

 

****** ********

AmeriGas Customer Advocate

AmeriGasCustomeradvocate@amerigas.com

Phone: ************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Ameri gas around 6 times to pick up my propane tank. After a month and a half the tank remains in my yard after I closed my account with them.

Desired Settlement: I want this tank picked up asap.

Business Response:

Customer AdvocateFrom: BBB of Metro DC and Eastern PA <info@mybbb.org>
Date: Wed, Jul 10, 2013 at 10:28 AM
Subject: Fwd: **** ****** *** ****** Complaint #*******
To: ******** ***** <****************>




---------- Forwarded message ----------
From: Amerigas Customer Advocate <AmeriGasCustomerAdvocate@amerigas.com>
Date: Tue, Jul 9, 2013 at 4:46 PM
Subject: **** ****** *** ****** Complaint #*******
To: "info@mybbb.org" <info@mybbb.org>
Cc: "*********, *****" <*****.**********************>, "******, **** **" <************************>


**. *****---

 

Please accept the attached letter as our official response to **. *** ******’s Complaint. Do not hesitate to contact me should you have any other questions.

 

Respectfully,

******* *******

 

AmeriGas

AmeriGasCustomeradvocate@amerigas.com

Phone: ###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Continue to bill after account closed. When Amerigas failed to refil my propane tank in February, I contacted ******* Gas to change service. They notified Amerigas that they took over the account and to remove their tank. Amerigas sent me a tank rental notice in April. My wife called them that the account should be closed and to remove their tank. I received a Past due notice in May/June. I called them. They noticed the account was closed but had no order to remove tank. the Agent put in a request to remove. I received another past due notice today. This will be the 4th notification to Amerigas that the account is closed and to remove the tank, and stop billing me for service I don't have.

Desired Settlement: I want the account close, the tank removed from my yard, and cancel the past due notices.

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.]

Better Business Bureau:

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

Regards,

****** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/15/2013 Problems with Product/Service
7/9/2013 Problems with Product/Service | Complaint Details Unavailable
7/2/2013 Billing/Collection Issues | Complaint Details Unavailable
7/1/2013 Problems with Product/Service
6/28/2013 Billing/Collection Issues | Complaint Details Unavailable
6/16/2013 Problems with Product/Service
6/15/2013 Problems with Product/Service
6/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Over payment made by consumer on 21 March 2013 in the amount of US$683.15. 1. Request for refund by cheque first made on 22 April 2013, 16:00. ****, Amerigas agent answered and transferred me to ******, Amerigas agent responsible for account refunds who confirmed that the matter would receive immediate attention and to expect a cheque within the next few days. 2. Second request: 26 April 2013, 10:30 - **** advised that **** was currently unavailable, that she would check with her on her return and issue cheque that day. 3. Third request: 9 May 2013, 16:40 - **** was confused and could not understand why the cheque had not been issued. She was to look into the matter, to send an email to the aptly named "Lock Box" the department dealing with refunds and call me back or email before days end. Nothing further was received. 4. Fourth request: 23 May 2013, 13:20 at which time ****** resurfaced to answer the phone. Once again cell number and email exchanged and I was assured of a response before day's end. Once again, nothing.

Desired Settlement: Return of $683.15.

Business Response:

**** ******* - Complaint #*******
Inboxx

Amerigas Customer Advocate <AmeriGasCustomerAdvocate@amerigas.com>
4:35 PM (17 hours ago)

to me

Images are not displayed. Display images below - Always display images from AmeriGasCustomerAdvocate@amerigas.com*** ******--- We are currently in the process of responding to **. *******’s complaint. Please do not hesitate to contact us if you should have any questions regarding this matter. Sincerely,  AmeriGas Customer AdvocateAmeriGasCustomeradvocate@amerigas.comPhone: ************

Business Response:

**** ******* Complaint #*******
Inboxx

Amerigas Customer Advocate <AmeriGasCustomerAdvocate@amerigas.com>
3:20 PM (1 hour ago)

to vsharpe, *****, *****

Images are not displayed. Display images below - Always display images from AmeriGasCustomerAdvocate@amerigas.com**. ******: Please accept the attached letter as our official response to the compliant that was filed by **. *******.  Please do not hesitate to contact us should you have any questions. Sincerely, AmeriGas Customer AdvocateAmeriGasCustomeradvocate@amerigas.comPhone: ************

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******.


It is regrettable that restitution required 10 telephone calls over 3 months and a complaint to BBB. 

The final result is satisfactory. 

Regards,

**** *. *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/14/2013 Problems with Product/Service | Complaint Details Unavailable
6/14/2013 Problems with Product/Service
6/8/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I think that I am being over charged for my propane use. My bill is always about $200.00 per month and I am not sure why because we don't cook everyday and there is only three of us that take a shower. In the month of March we did not cook at all because our stove was out of order yet my gas bill was still about $200.00 . I really think that this company is just charging me the same amount every month without reading the meter.

Desired Settlement: I would like them to just charge me for propane that we use, because I find it hard to believe that if my stove is out of order for one month that I would use the same amount of gas as other months. I would like a credit on my bill.

Business Response:

****** ****** BBB Complaint #*******
Inboxx

Amerigas Customer Advocate <AmeriGasCustomerAdvocate@amerigas.com>
9:22 AM (2 hours ago)

to me, ****** ****

Images are not displayed. Display images below - Always display images from AmeriGasCustomerAdvocate@amerigas.com*** ******--- Please accept the attached letter and billing documentation as official response to the complaint filed by *** ****** ******. Please feel free to contact us should need any further assistance with matter. Respectfully,  AmeriGas Customer AdvocateAmeriGasCustomeradvocate@amerigas.comPhone: ************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/8/2013 Billing/Collection Issues
6/4/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We changed Propane service the end of July 2012. We had poor sevice and also found a cheaper supplier. I went directly to the AmeriGas office in ******** on August 1st and informed them that their tank had been removed and where it was sitting empty on my property. The tank was not picked up until the middle of January after several calls to ******** office and the customer service number. We stated getting bills for rent on the tank starting in August and they increased each month Through December. I wrote a letter on 1/1/13 and sent a copy to ******** office and the office in ********** that we paid our bill to. The tank was picked up a couple weeks later and we stopped getting bills. Now on May 6th, five months later we get a bill from ***** ********** ***. a collection agency again wanting us to pay rent on that tank. My account number is ********* with AmeriGas. ****** ********** **** **** *** ***** ********** ** ********** Phone AmeriGas ************. Bill is for $120.00

Desired Settlement: I want my account cleared and some notification to that effect either by letter or e-mail.

Business Response:

Response to BBB Case # ******* - ****** ******* *********
Inboxx

Amerigas Customer Advocate ***************************************
11:15 AM (37 minutes ago)

to me, ***** ******* ******

Images are not displayed. Display images below - Always display images from AmeriGasCustomerAdvocate@amerigas.comDear *** ******.  Please accept the attached letter as our official response to Case # ******* - ****** ******* *********.  Please should you have any other questions do not hesitate to contact us. Sincerely, ****** ********Field Communication Analystph. ************ *************************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2013 Problems with Product/Service
6/1/2013 Advertising/Sales Issues | Complaint Details Unavailable
5/24/2013 Problems with Product/Service
5/21/2013 Problems with Product/Service
5/20/2013 Problems with Product/Service | Complaint Details Unavailable
5/17/2013 Problems with Product/Service | Complaint Details Unavailable
5/17/2013 Problems with Product/Service | Complaint Details Unavailable
5/14/2013 Problems with Product/Service | Complaint Details Unavailable
5/12/2013 Billing/Collection Issues | Complaint Details Unavailable
5/10/2013 Problems with Product/Service | Complaint Details Unavailable
5/10/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: continue to Receive incorrect past dues notices from Texas office when our account is zero and in good standing. I am writing to let you know that we have been receiving past due notices from Amerigas which are not correct. We were on a payment plan for our gas bill and paid each installment and our account balance is in good standing and has a zero balance. This has been confirmed by Alicia Hicks in my local Lexington SC office where I made my payments. Each time I receive the notices I contact Alicia at my local Amerigas office. I have visited her office twice. She informs me each time that my account has a zero balance and is in good standing. She stated she has contacted the Texas office and notified them to stop sending the past due notices. She also is advising the Texas office to stop the account from going to collections (see attached). Since my account has been paid in full since April and I have been receiving past due/collection notices, this is of the upmost concern to me. It is imperative that our account is marked current immediately. It is also imperative that you confirm immediately that our account is not in collections or going to collections. Plase call me 803-518-2775 if you have any questions regarding this matter. I will expect to receive a zero balance bill that our account is in good standing and confirmation our account is not in or going to collection.

Desired Settlement: Confirmation account is a zero blance and in good standing and that account is not in collection.

Business Response: Business' Initial Response
Company states: Thank you for giving AmeriGas Propane, LP ("AmeriGas") an opportunity to respond to Mr. Allen's complaint regarding concerns about his account. This complaint was filed with your office on August 6, 2012 and was only recently received by AmeriGas. Upon receipt of the complaint, we reviewed our records and it appears that this matter has been resolved. We have not received any recent communication from Mr. Allen. If Mr. Allen has further questions or concerns regarding his account, he should contact his local AmeriGas office at (803) 957-3371 and our District Manager will be happy to assist him.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I think Amerigas should refund me the $39.99 "sales-service order" fee because I received such TERRIBLE service from them.

Business Response: From: BBB of Metro DC and Eastern PA <info@mybbb.org>
Date: Mon, Apr 29, 2013 at 6:39 AM
Subject: Fwd: ***** ****** Complaint No. *******
To: *****************




---------- Forwarded message ----------
From: Amerigas Customer Advocate <AmeriGasCustomerAdvocate@amerigas.com>
Date: Fri, Apr 26, 2013 at 1:55 PM
Subject: ***** ****** Complaint No. *******
To: "info@mybbb.org" <info@mybbb.org>
Cc: "******* **** *** *************************** ******** **** *************************


*** *******

 

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

 

Respectfully,

**** *******

 

 

**** *******

Driving Customer Service Every Day

Customer Advocacy Manager

Office: ************

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:
Amerigas does not address any of the problems I had with them, the countless hours I spent on the phone with them trying to get them to correct their errors.  It doesn't matter to me if I was informed of the fee or not.  They should have waived it because I had so many problems with them and because of their lack of service to the tank over the three years we did business with them and because it took them three months to pick up their tank after I asked them to come remove it from our property.  When the Amerigas representative informed me of the pick up fee he said it is charged because that would be like a service cal.  Because normally they would be coming out to service the tank.  Which they never did the entire three years.  Also in their response email they made yet another error.  The attachment has my name on it but in the body of the email they refer to another customers complaint, a *** ******* ***** ******

Regards,

****** ******








Business Response:

From: Amerigas Customer Advocate <AmeriGasCustomerAdvocate@amerigas.com>
Date: Fri, May 3, 2013 at 1:36 PM
Subject: ***** ******; Complaint # *******
To: "info@mybbb.org" <info@mybbb.org>
Cc:

******** **** ************************** ******** **** *** **************************

 

Please accept the attached letter as our official response to *** ******’s  complaint rejection. Please do not hesitate to contact us should you need any more information.  Respectfully,    **** *******Driving Customer Service Every DayCustomer Advocacy ManagerOffice: ************

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

Amerigas sent me this same response the first time.  This is no different than the last response.  I do not consider the matter resolved and I want Amerigas to refund my $39.99 due to the many problems I had with them over the course of doing business with them.  


Regards,

****** ******








Business Response:

*** ******:

In the last response I sent for complaint #******* dated May 3, 2013, we have agreed to refund the $39.99. Please see a copy of the letter below.

Via Email (info@mybbb.org)

Better Business Bureau

Metropolitan Washington DC and Eastern Pennsylvania

Attn: ******** ******

1411 K St. NW 10th Flr.

Washington, DC 20005-3404

Re:      ***** ******* Complaint No. *******

Dear *** ******:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to *** ******’s rejection complaint regarding the service pick fee.

According to *** ******’s account she was advised on November 28, 2012 of the $39.99 fee to pick up the tank. The service pick up fee is also listed in our Terms and Conditions; Section B. AmeriGas provides our Terms and Conditions to all customers and can also be found on our website, www.amerigas.com.

*** ****** was invoiced for $39.99 on March 28, 2013 and she paid the charge on April 25, 2013. In light of *** ******’s rejection to our first response, we will refund the $39.99 service fee to her.

In light of the foregoing, AmeriGas reasonably considers this matter resolved.

Sincerely,       

                                                                                   

**** ******* **** *******

                                                                                    Customer 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.]

Better Business Bureau:

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

Regards,

****** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/7/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When billed for gas delivery payment was made on time, but I was billed 36.00 late fee on 52.00 bill. Each month 36.00 late continues to be billed. I have made three phone calls and left three messages with return call info. I have not received any response. Now I find that rather than call to discuss these charges, they have turned the account over to a collection agency.

Desired Settlement: I would have liked to have had return call to discuss these alleged late fees, or at least be able to ask for an itemized billing.

Business Response: Business' Initial Response
Thank you for giving AmeriGas Propane, LP ("AmeriGas") an opportunity to respond to Mr. ******' complaint regarding fees that he was being charged for a late payment. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. ******' complaint, we investigated the allegations contained therein and provide the following response based on our findings. A recent review of Mr. ******' account indicates that we were mistakenly charging him late fees on a payment which we did receive on time. We apologize for this error and have since reversed the fees. We value our customers and are sorry for any inconvenience we have caused to Mr. ******. We trust that this response addresses his concerns. If you have any questions or require further information, please feel free to contact me.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I prepaid for a delivery of propane in the amount of $407.17 and was told that they had up to ten days to deliver but that they would try to expedite the order due to the fact that I was so low on the product and it is used as our sole means of cooking. On the seventh day I called to see if they knew if it had been scheduled. The woman I spoke with again said that they had up to 10 days to deliver but would not check to see if it had been scheduled. I called back and asked them to cancel order, refund the money and remove their tank. I was told then that it would take 2 - 3 weeks to refund the money. At this point they had had the money in hand for six days - they didn't need to wait to see if the funds cleared so I don't know why they would keep my money for an additional 2 - 3 weeks.

Desired Settlement: That they refund the $401.17 in a timely manner - preferably the 12 hours that it took them to withdraw the funds from my account, but definitely not the 2 - 3 weeks that they are allowing themselves to keep the funds.

Business Response: Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in *** **********s complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information. In the meantime, should you have any questions, please feel free to contact me at ***** ********.

 

***** *****

AmeriGas Propane, L.P.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When I called the company, to receive current propane pricing (for comparison shopping purposes) prior to ordering, I was quoted a price that was not inclusive of two additional charges. These charges raised the effective price by greater than 12%, and I was not made aware of them until after ordering and receiving a fuel delivery. Other regional vendors I have recently done business with had identical charges, but without the "extra, undisclosed" fees, and I would have given them the business had I known of these hidden fees. I consider this practice to be deceptive advertising.

Desired Settlement: Refund of undisclosed fees

Business Response:

 

***** *****

AmeriGas Propane, L.P.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After several years of poor service and many phone calls to correct everything from billing issues to delivery issues we made the decision to change propane companies. We use propane for almost every appliance in our home. On numerous occasions we have run completely out of fuel, regardless of the promise by Amerigas to keep our tanks filled. Bills sent by them would regularly never arrive and when we questioned the local service office, we would be promised a call back only to never hear from anyone. When we called the national office, we were told that only our local office could help us. After weeks of calling, I finally got a supervisor on the phone where he simply stated that they would just "shut our service off for non-payment." He also stated that I was in a contract and would have to pay $300 per tank to have the service changed. I unfortunately believed him only to learn later that this agreement ended three years earlier. Upon learning this, we made arrangements to change companies. Amerigas informed us that it would take 30 days to have the tanks removed but that our service would continue until that time. The new company could remove the tanks, seal them and leave them on our property to be picked up; upon which time we would receive a refund for the remaining fuel. This is when our tanks ran dry once again. I called the national office to report the empty tanks. When I explained the situation to delivery driver, he stated that he would have to check with his supervisor about whether or not he could deliver anything. When he called back I was informed that because I was "no longer a customer" there would be an additional $250 special delivery fee. He noted that the supervisor, **** ******, was aware of my situation My contract states that they will keep fuel in my tanks for which I pay. If I failed to meet an obligation of my contract at this point, even though there is an end date to our relationship, I would be held accountable. I only ask the same of Amerigas.

Desired Settlement: I would be satisfied to have you remove the $250 charge from my account. While hope is lost for me to ever become a satisfied customer, I feel that I have given Amerigas enough chances to earn my business and they have failed on nearly every occasion. All that I ask is that in this one last instance, they live up to their end of the bargain.

Business Response: Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in *** *******’s complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information. In the meantime, should you have any questions, please feel free to contact me at ***** ********.

 

***** *****

AmeriGas Propane, L.P.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We became Amerigas customers by default when our original supplier, ****** ** **s went out of business about one year ago. We have been trying to resolve several issues with Amerigas for months and we contacted the BBB before and were given a claim number of #*******. Amerigas inherited a credit balance on our account of over $300 and our first contact with them was last September when they made an unscheduled delivery of fuel to us that was not needed. We called them to complain about the delivery and the "normal" charges on our bill we had never seen before. We requested then that they deliver no more fuel unless we called for it. In early December they once again made a delivery despite our not having used any fuel. We could not refuse payment because they already had our credit balance. We called again and asked that our account be closed, our remaining balance refunded and were told that they would charge us to remove the fuel from our tanks before they could pick them up. Our best (only) alternative was to use up the fuel which we did by March 1st. They also sent us a bill for "equipment rental" despite our never having paid any rental before. After they picked up the tanks on April 3rd we received a "final bill" for $9.31 which included a $39.99 charge for "service termination". We feel that their service has been misrepresented, their fees inflated and their goal to abscond with our money. Can you help. please?

Desired Settlement: Amerigas inherited a large number of customers from the ****** area when ****** left. Many of them are friends, neighbors and relatives. Nearly all of them are unhappy with the way they have been treated by Amerigas. ****** and I feel we are owed a refund for at least some of our money due to the unnecessary deliveries and charges. We are glad that the equipment is gone and our new service is scheduled to be installed on April 17th. The man who removed the equipment was very helpful and courteous but our dealings with Amerigas representatives have been much less than satisfactory. Please have Amerigas send us a refund check for $150 as soon as possible. Thank you, *** *** ****** *****

Business Response: From: Amerigas Customer Advocate <**************************************
Date: Mon, Apr 22, 2013 at 4:13 PM
Subject: ***** *** ****** ***** Complaint #*******
To: "****************** *******************
Cc: ******* ***** ************************** ******** **** *** *************************** **** *********** ******************************** ********* ***** ***************************


*** *********

 

Please accept the attached letter and terms & conditions as our official response to the complaint filed by *** *** **** *****. Do not heistate to contact us should you have any other questions regarding this matter.

 

Respectfully,

******* ** *******

Field Service Center Relations Coordinator

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Left 2 msgs. 3/4, no return call, called CA ofc. 3/11 & Cust. Care, no response. Propane getting low. Called 3/11, still no live person. When the tank was installed, we had issues with inspections, I worked w/them. Failed 3x. I didn't pay bill until issues were resolved. Bc of this and inconv. ***** credited our bill 40gals. of propane on 4/30/12 which was delivered on 11/16/2012. (ticket #: **********). I left 2 msgs. week of March 4th,no return calls. I then called the CA office & spoke to Avert & he advised me that we had a balance of 148.94 from the November 16 delivery. I advised him this was a credit & was not to be charged. I then told him that we needed our second delivery. He told me to call the CS 1-800 line. I did & spoke to ***** & told her the entire story. 1. We have not gotten a call back on the status, nor have we gotten a delivery. We have had nothing but bad luck with this company. I have heard from other customers, both resident and commercial that they bought out with another company so they are short handed. I wish we didn't go with this company, This is not how you treat a customer. Word of mouth goes a long way.

Desired Settlement: We either want some type of renumeration that is worth our time and some trust that this won't happen again or the tank pulled. Today, March 18th, I have placed a call into the Account Managers cell phone, lets see if he returns my call.

Business Response:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in *** *** **** *****’s complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information. In the meantime, should you have any questions, please feel free to contact me at (**** *********

***** *****

AmeriGas Propane, L.P.

 

Business Response:

****** ***** *******************>
10:33 AM (38 minutes ago)

to me

*** ******* Attached is our response to the above-referenced consumer complaint. If you have any questions or require further information, please feel free to contact me.  Regards, ***** *****AmeriGas Propane, L.P.

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

Let me explain the sequences of events:

On March 11 - March 18, 2013, we have tried to call the Amerigas local number (************) and kept getting a recording to leave a message and somone will return our call.  No one did.  On March 18, 2013, I left a message on ***** ****** cell phone, no return call.

On March 19, 2013, I then called the 1-800 CA office and spoke to ******* to TERMINATE our service with Amerigas because no one is returning our phone call for service.  While talking to the CA office, the gentlemen advised me that there was  a outstanding balance on our bill of 148.94.  I asked him what this was for.  He indicated this was for delivery in November.  I then told him this 40 gallon delivery that was made on November 16, 2012 was suppose to be a CREDIT OF 40 GALLONS to our account per ***** - WORK ORDER SUMMARY - ************ dated April 30. 2012 for the errors they did while putting in the tank and 3 failures for the city of ******* fines that I had to work with them on.  I have the yellow copy of the receipt of the credit.

On March 22, 2013, Amerigas called at 12;13pm (*****) and left a message on our ansering machine that she was dispatching a truck to deliver propane.  I came home from errands at 1:30 to discover this.  I tried several times to call the local office and kept getting the recording.  I then called the 1-800 office in CA and spoke to ****** and advised her of this delivery and she was surprised that this was done because the CA office sent a note/dispatch to the ***** ***** office on March 19th to notify them of the TERMINATION of our SERVICE.

****** then transferred me over to ******* so she could monitor our account and coordinate the removal of propane that wasn't suppose to be delivered and the account credited for the fuel and 148.94. 

On April 2, I called the 1-800 CA office and spoke to ****** and she advised me the tank will be picked up on April 2 and that the 39.99 will be waived.  I asked her that we would like to have consideration of half of the removal of the tank 194.00 (half of this) for having the other tank placed in the ground, since this was not our choice to go with another company. 

On april 11, I called the local ofice and got thru and spoke to ****.  She said hasn't gotten to our refund yet, it was with the other pile, but not to worry because the pile wasn't too large but she would put ours on the top and get right to it and process it.   On this same very day, we received yet another bill for 245.55 that should have been cleared a while ago.  I tried twice on April 12 and April 15 to call the local office and I kept getting the recording.  This is the reason why we opted to go with another company.  We can NEVER get a hold of AMERIGAS. 

 

On April 11 5:53pm - I contacted the 1-800 CA office to discuss this matter and spoke to *****.  She said she would send a note to the local office to have them remove the bill that was just received on Friday, April 12th of 245.55.

 

What we are asking of Amerigas is to make our account whole, as it should be AND to meet us half way to have the new tank installed which was 194.00.  We did not want to go with another company and incur this expense, but your company left us with no choice.  When we contacted ******** *******, they even said, they can't get a hold of you for a disconnect and they are getting swapped with other customers like myself with wanting to transfer servcies and disconnect their tank.  We are not the only ones.  ******** ******* and othe competitioners like yourself are benefitting from your companies lack in CUSTOMER SERVICE.  I wouldn't have taken my time to document or type up this if I didn't care or think I was wrong for what I believe is our rights.  I worked for *** for 30 years and 13 of the 30 years were in Customer Service.  I know what it takes to make Customers Happy and what Customer Service stands for and if you continue this path, you will be put out of business.

 

Reputation and word of mouth is a powerful tool and I hope you read this thoroughly and make the right decision.

 

Regards,

**** * ****** *****








Business Response:

*** ******:

 

AmeriGas’ District Manager informs me that the ******’ account was credited $148.94 for 40 gallons of gas that was delivered on or about November 16, 2012. The ******’ account was credited $283.94 for the gas remaining in the tank at the time the tank was removed. We waived the Service Dispatch Fee and credited $42.59 back to the customers’ account. The ****** received credits totaling $475.75. They currently have a credit balance of $38.39. AmeriGas will reimburse the ****** $100.00 for the cost they incurred for the new propane installation. A refund check in the amount of $138.39 will be mailed to the ****** once it is processed.

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.

 

***** *****

AmeriGas Propane, L.P.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response until we receive the full refund check in the mail of $139.38.  When we receive the check, then this case can be considered closed. 


Regards,

**** * ****** *****








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/3/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have contacted Amerigas numerous times regarding their billing process. When Amerigas bought out our original propane supplier last year, we provided them bank account information to set up automatic payments. The budgeted amount was never taken from our account, so we provided the bank info again, still no action was taken on their part. Then we started getting late notices from them, so we called them on 3 different occasions to tell them to send us a bill & we will pay them. Instead, they send us late notices with $36 late fees each. We have asked for an itemized statement since they acquired our old propane supplier, & they sent out a single monthly statement. We have asked for an estimate to A) buy the propane tank or B)have it removed. We were told it would cost us $400 to have the tank removed but we have not been told how much to buy it from them. We can't have a different company supply our propane because it's Amerigas' tank, which was already installed by our builder when we bought the house. And the final straw was that we called other propane companies to find out their price per gallon. Amerigas is charging us $3.34/gallon. Other companies are charging $2.09-$2.19/gallon.

Desired Settlement: 1) Refund of the price difference between Amerigas & the other companies, AND 2) They remove the propane tank at their cost or sell it to us for $400

Business Response: Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in *** *****’s complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information. In the meantime, should you have any questions, please feel free to contact me at ***** ********.

 

***** *****

AmeriGas Propane, L.P.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/3/2013 Problems with Product/Service | Complaint Details Unavailable
5/2/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: back in november 2012 I informed Amerigas that I did not want anymore propane because we had just put in central heat and air and no longer needed gas heat, they said ok they will pick the tanks up this spring,(I have one tank at each of two houses) spring came they still had not picked up the tanks and continued to put propane in one of them. I never received a bill until they said it was past due and had added late fees, i called they removed the late fees and was told not to worry about paying it till they picked the tank up and deducted for the remaining propane left in tanks, again no pick up, called back in april 2013 and spoke with ****** in **** **** ** and she informed me that we needed to pay the bill upfront and we will be charged a pumpout fee and service charge for atleast 2 employees to come remove the tanks on a per hr basis. and its not her fault we talked to the wrong people (***** ** ******* **)

Desired Settlement: I want the tanks removed and refunded for the amount of propane in them, all late fees removed and no pump out fees or service call fees as this is not what we were told from ******* ** center.

Business Response:

******* ****** ****** Complaint #*******
Inboxx

Amerigas Customer Advocate <AmeriGasCustomerAdvocate@amerigas.com>
3:47 PM (7 minutes ago)

to me, ***** ******** ****

****** *** *** ********** ******* ****** ***** * ****** ******* ****** **** *************************************Hello *** ******--- Please accept the attached letter as our official response to *** ******’s Complaint. Please do not hesitate to contact us should you need any further assistance. Respectfully, ******* ** *******Field Service Center Relations Coordinator*** ***** ***** ******** ** ******** ** *****

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.]

Better Business Bureau:

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

Regards,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/2/2013 Delivery Issues
5/2/2013 Delivery Issues | Complaint Details Unavailable
5/2/2013 Billing/Collection Issues | Complaint Details Unavailable
4/30/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed order Jan. 9, 2013, for 100 gallons of propane for delivery 13-19 Jan. Product was not delivered as of 19. Jan. PM. I have had three telephone conversations with the AmeriGas office sales staff, and informed them that I would be without heat or stove for preparing meals if I did not get delivery of the product before the weekend, and demanded delivery of the purchased product no later than Sat. Jan. 19. As of 3:40 PM, Sat. Jan. 19 the product has not been delivered. Our propane gas supply is completely exhausted, so we have no heat for our home, and no stove to prepare meals. The residence is occupied by two senior citizens, and two grandchildren.

Desired Settlement: Simply that AmeriGas live up to their claims of excellent customer service, and emergency delivery of the product that I purchased nine days past! If we do not get delifery today, then AmeriGas should pay for our meals and lodging until the product is delivered and our home is habitable.

Business Response: Business' Initial Response
Thank you for your email. I have forwarded this to our legal department who handles these concerns and someone will be back in contact with you. I apologize for any delay as this is the first I've seen this concern and passed it on immediately. Appreciate your follow up! Thanks.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) AmeriGas Redding informed me that the product would be delivered in 7-10 days, NOT 7-10 BUSINESS DAYS. Please not that the product was not delivered until the 13th day of the advance purchase. I placed this order when my tank gauge indicated 30%, and did not recieve delivery until after my gas supply was completely exhausted. If one is content to deal with an ARROGANT company that demands that the customer TAkE IT THEIR WAY OR THE HIGHWAY AmeriGas is the company for you.

Business' Final Response
This is in response to Mr. ******'s most recent communication to your office regarding our will call delivery policy. As explained in my March 21, 2013 letter, at the time of the delivery in question, Mr. ****** was a "will call" customer. Will call customer are required to contact AmeriGas and request a propane delivery when the propane tank servicing their residence is at 20-30% capacity because it generally takes 7-10 business days to schedule a deliver. Mr. ****** claims that he requested a delivery on January 9, 2013, and received a delivery on January 21, 2013. According to Mr. ******, he was unaware that he would receive a delivery within 7-10 business days from the date of his order. Once again, I apologize if our will call delivery policy was not clearly explained to Mr. ******. Mr. ****** further claims that his propane supply had been completely exhausted by the time he received the January 21, 2013 delivery. According to our records, the tank was not out of gas on January 21, 2013. The enclosed delivery ticket indicates that there was approximately 5% of gas in the tank prior to the delivery. In addition, our records do not indicate that a leak check was performed that day nor was Mr. ****** charged our standard leak check fee. Had the tank been out of gas, a leak check would have been required by law prior to reinstating service. If you have any questions or require further information, please feel free to contact me.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Me, my husband, and our daughter moved into this house September 1, 2012 - we are renting a small house in a subdivision with metered propane. The first issuse was to simply get a hold of anyone to change the bill so that it is in our name instead of the owner. This took nearly four months with 4-5 phone calls by both me and my husband, 2 emails, and 1 drop in at the office. Anyway our first bill for Sep- Dec was $616! This makes no sense; I'm not even sure if we used the heat in sep or oct, and november and december were not very cold. Our small house is usually set at 65 and never is set higher than 69. I argued with Amerigas and my husband argued with them, but all they said was "that is what the meter read." My husband convinced me to suck it up and pay it, so I did. January was cold and we were billed $190.41 - that is reasonable, but it supports my claim that the last bill was not correct. Then in February we get a bill of $416.56!!! It was cold, but we live in ********, not Antarctica. We do not what what to do, or who to turn to. Amerigas will not give any explanation other than, "that is what the meter read." If you search them online this is not uncommon for this company; there are already many other poeple and businesses trying to bring them to justice. Apparently, they are untouchable. Please help.

Desired Settlement: We have not yet paid January, Feburary, or March bills because we wanted to get this figured out first. We expect to have our February bill lowered significantly and get some sort of credit or refund for the sep-dec bill that they over charged us and the late fees- we will then pay our balance.

Business Response:

Amerigas Customer Advocate ***************************************
9:18 AM (1 hour ago)

to me, ***** ******* Corp

Images are not displayed. Display images below - Always display images from **************************************** *******-- Please accept the attached as our official response to Complaint #******* filed by a **** ******* ***** *********.  ******* ** *******Field Service Center Relations Coordinator*** ***** ***** ******** ** ******** ** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: waiting over six weeks for amerigas to refund gas that we bought and paid for over two months ago as their worker locked the tank ,so we cant use and just want money refunded have been promised two or three times but still no refund,say their busy and hung up on us after family paid them on time for years and years.said check in mail.

Desired Settlement: DesiredSettlementID: Refund said check in mail twice just want refund and apology

Business Response:

Amerigas Customer Advocate ***************************************
9:36 AM (1 hour ago)

to me, ****** ****, Corp

Images are not displayed. Display images below - Always display images from **************************************** ******--- Please accept the attached letter as our official response to Complaint # ******* filed by *** ***** **** ********. Thank you for the opportunity to respond to this complaint and please do not heistate to contact us should you have any questions.   ******* ** ******lField Service Center Relations Coordinator*** ***** ***** ******** ** ******** ** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have propane tank that belongs to Amerigas. I purchased the home where the tank is located at in June of 2012 from ****** ********* who had the Amerigas account. ****** left the tank and I switched gas companies around Nov. 2012. The company I am now getting gas from has told me they have contacted Amerigas several times to have the tank removed and I contacted Amerigas (******* Office) around mid March 2013 to have the tank removed from the property. It has now been about 4 weeks and they still have not removed their tank from my property. I am a civilian contractor in Afghanistan and I cannot keep on top of Amerigas to have the tank removed and need the help of BBB to have it done.

Desired Settlement: I want to have their tank removed from my property as soon as possible.

Business Response:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to *** ****’s complaint. We are currently looking into his complaint and will provide our response as soon as we conclude our investigation. Thank you for your understanding and please do not hesitate to contact me should you have any questions.

 

 

 

 

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.]

Better Business Bureau:

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

Regards,

***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/21/2013 Problems with Product/Service | Complaint Details Unavailable
4/21/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Amerigas has assessed a fee against my account for removing their propane tank from my property. No such charges were agreed to by me at any time. No rental fees applied to this contract at any time. All fuel purchased was timely paid for on a delivery by delivery basis. I've place 3 calls to Amerigas to attempt to resolve this matter and no one apparently has the authority to discuss the matter with me and/or to make adjustment on the account. Amerigas has committed to returning my calls on the matter and has failed to do so.

Desired Settlement: Removal of all charges assessed to my account no. ********* that are presently reflected on the account.

Business Response: Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in *** ****’s complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information. In the meantime, should you have any questions, please feel free to contact me at ***** ********.

 

***** *****

AmeriGas Propane, L.P.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Canceled Account at 0 balance NOV 2012, gas not used any more. Amerigas came out & disconected tank & advised that they would pick up tank & credit back gas still in tank.18% still in tank. Next month they charged me a new service for next year 2013. Then they gave a credit back for that. Now a new charge of 137.31 is being charged 1/3 2013 to 3/5/2013

Desired Settlement: Refund for gas in tank 18% & all charges after 10/1/2012.

Business Response: Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in *** *******s complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information. In the meantime, should you have any questions, please feel free to contact me at ***** ********.

 

***** *****

AmeriGas Propane, L.P.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I’d like to file a complaint against Ameri-Gas Propane, formerly **** ***** *******. On March 1, 2013 at around 8:30 pm my family ran out of propane at our home. I immediately contacted the after- hours support which contacted the on call driver. It took the driver almost an hour to contact me, this was only the beginning! **** calls and states that I am not a customer. I explained to him that I have been a customer on a standard route since February 2005. I tell him my driver is ***** *******. His reply, “Oh I’m sorry, that’s where your problem is.” Excuse me but that is extremely unprofessional and out of line to speak about one of the drivers in such a manner. I let him know that that was very rude and I didn’t like it. He asked what I wanted from him since I woke him up out of bed. He told me that he wasn’t coming to fill my tank because I wasn’t a customer, that he didn’t care that my toddler and other children wouldn’t have heat for the night and he said I would have to wait until Monday when the girls were back in the office to clear things up. I told him I needed propane to heat my home for my family and that he could call **** and confirm I was a client. He told me he would not do that and that he didn’t care I had a family that I woke him up and I didn’t need to since I wasn’t a customer. I made sure to get his name and I hung up on him. I recontacted the after-hours line and told them I wanted to speak to a manager now. Finally at 11pm a manager contacted me, I explained the situation and he said he had already put in a call to my driver since their system must have a mistake. I was left without propane for the night. By 8:30 am I still had not heard from the propane company so I called them back and within an hour my driver had brought me propane. I do not feel **** acted with professionalism at all. I also do not feel it is right to allow a customer who is on a route to run out of propane and allow the family to suffer in the winter cold. A toddler can’t put blankets on themselves to stay warm so that meant my husband and I were up with her getting her warm in the home the best we could that late at night. We were told we were going to receive a credit on our bill, however when the bill arrived it was full price!!! This company is a joke and this monopoly that it has become in our valley is an outrage!!!!

Desired Settlement: I'd like to be contacted about policy changes. They now have a monopoly and I would like to know how they are going to address this employee issue as well as them allowing thier customers to be without heat for over 14 hours!!!!

Business Response:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in *** *******’s complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information. In the meantime, should you have any questions, please feel free to contact me at ***** ********.

***** *****

AmeriGas Propane, L.P.

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: To whom it may concern, My name is ******** *****. I moved into a Mobile Home in September of 2012 and had my Amerigas Propane turned on. I am a single mother with a one year old and kept the house at 65-70 degrees. When I received the bill of $377 I was astonished. I paid the bill and then turned down the heat to 60 degrees and borrowed a friend’s electric heater. The next bill was $412! I called the company and they said it was "normal”. Amerigas had stated that it could also be my oven and hot water tank. They both are not used on propane, only the furnace runs off of it. They had set up a billing agreement for me to make 4 payments over 4 months but I have to pay the next bill in full. With that said I had shut the furnace off completely, borrowed two more heaters from my parents and used the stove for other sources of heat. When my son and I would bathe we would travel to friends and my parents’ house to stay warm. I took all these actions to not owe Amerigas for using their propane. Waiting to see my progress saving money my electric went up, however my Amerigas bill had went to $483. I was irate at the fact they still raised the bill when me and my son 1 year old son were suffering from not using the service. I began to worry about the fact of having a propane leak, called the company again. I have been speaking to the same customer service reprehensive since the issues have started. ******** had asked if I could go out and read the meter itself to here. I gave her the reading and had taken pictures of the meter reading. She was speaking with someone in the back ground and had asked if I was certain it was the right reading. She had said that someone had been there a few days ago to take the monthly reading and my next bill was going to be $512! ******** said that someone would be coming out the next morning to have it looked at. The next day **** from Amerigas had knocked on the door, my son’s father was visiting and the dog was barking so I stepped outside to talk to him and asked if it was leaking. He had said everything is fine however since yesterday from the phone call it had already went up (I’m not certain but I believe he said 60 units). He told me he would make a report and they would call me later that day with the results. I asked if he needed to come turn off the pilot light. He had said no that it everything turns off from the meter. Waiting for the phone call that was never received I called back a few days later. ******** had told me that there is nothing they can do that it was used and I owe it and they cant prove my furnace was off the entire time. I told her that I questioned **** who came to the house to look at it, then she replied that he has on his report that I refused to let him in my home! This is just completely outrageous. So I had asked if I could speak to a manager. He told me that if I had turned off my furnace my pipes would have frozen and that I used the heat. I however remodeled the Mobile home Trailer and put new heat tape and replaced all my pipes. I still have the receipts. I had told him that people had gave me advise about leaving my water drip and leave one heater on when I leave the house. I have one heater that the cord melted from running so long. I am very aggravated at the fact they are taking advantage of me and my son who have been dressing in layers to stay warm these last few months when they are saying I have been using their service. I was not sure what other actions to take other than them come shut the meter off when turning off my furnace did not work. Thank you so very kindly to review my complaint, ******** *****

Desired Settlement: I am moving from the address due to these issues. I demand the billing charges are dropped and the next tenants who are present do not have the same issues as I. The meter needs to be changed or further investigation due to the billing/reading department not being accurate.

Business Response: Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in *** *****’ complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information. In the meantime, should you have any questions, please feel free to contact me at ***** ********.

 

***** *****

AmeriGas Propane, L.P.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2013 Guarantee/Warranty Issues
4/16/2013 Billing/Collection Issues
4/15/2013 Problems with Product/Service
4/14/2013 Billing/Collection Issues
4/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I have been attempting to purchase our inground propane tank for roughly 3+ years (calling quarterly). We have been actively persuing this request for 3 months with weekly calls to the 800 and local offices. We have been given the run around for the entire time. Each time the company states they will get back to us and when someone finally calls back we get a story that they will pull our file and get us information but nothing ever comes.Since our active persuance of the purchase our tank has been filled twice when it is roughly at 50% totaling roughly $1,500. Typically the company will not fill again until the previous invoice has been paid. We feel they are trying to squeeze as much money out of us as possible before getting us any purchase information. We have still not received a quote for our tank and are forced to continue to pay higher prices on propane costs with leasing the tank as opposed to only paying a fraction of the cost if we owned the tank.They have been price gouging consumers for years. I was told at one time that they are only supposed to charge a $.30 dirrence between owning verses leasing. This has not been the case. We are unable to use another company as we do NOT own our tank. We are being kept a prisoner to their prices with no way out until we are able to buy our tank.My father owns his tank and purchased his propane from another company at $1.79 a gallon. We are paying $3.79 per gallon.Our next step is to contact the Attorney General's office regarding the matter.

Desired Settlement: We would like to get a (REALISTIC) quote from Amerigas for the purchase price of our (used)tank which is now approximately 7 years old. (Not new tank pricing as we have been paying towards that for 6+ years now.)We also would like our balance owed to Amerigas to be expunged due to the lack of action on their part and due to the fact that we would not have incurred those costs if we owned our tank. (They have been overcharging for years.)Currently a NEW in-ground tank is approximatley $2,000.

Consumer Response: From: BBB of Metro DC and Eastern PA <info@mybbb.org>
Date: Tue, Mar 19, 2013 at 9:30 AM
Subject: Fwd: Case # *******
To: *****************




---------- Forwarded message ----------
From: ********** ********************
Date: Tue, Mar 19, 2013 at 6:06 AM
Subject: Case # *******
To: info@mybbb.org


**** ******** ******,

Thank you for such a quick response.

We finally got a price for a tank. A bit inflated but none the less a price. We are also are working on previous invoice adjustments. All of this was verbal. We won't deem this issue closed until all is in writing. I just wanted to notify the BBB of the recent communication.

Kindest Regards,
*** *********

Business Response: Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in *** *********’s complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information. In the meantime, should you have any questions, please feel free to contact me at ***** ********.

 

***** *****

AmeriGas Propane, L.P.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/13/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In December I received a notice that I am three months behind in my bills to this company. I never received any invoices for these months. I went to their place of business to find out what was going on. I was not given any reason I did not receive any invoices for those months. I was also told that my gas usage was being estimated because they had no one to read the meters. I was told that I could read the meter and bring in to their office. The first week in January I brought in the meter reading but I still did not get an invoice. The first week in February I brought in the meter reading and still have not got any invoice from them. Today I got a past due notice from Dallas for a late payment with a $36.00 late fee tacked on. Is this some kind of scam to get customers to pay high late fees by not sending them a monthly invoice? They are also charging $10.00 a month for someone to read our meter. They say they don't have enough people to do the meter readings. Shouldn't they hire someone to do this since we are paying that $10.00 a month to have that done?

Desired Settlement: Send an invoice every month, hire someone to read the meters, drop their super high late fees.

Business Response:

Good Afternoon, 

 

Please see our response in reference to the subject listed. 

 

 Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to Mr. ******’s complaint regarding monthly invoices and late fees. Upon receipt of your letter, we investigated the allegations set forth in Mr. ******’s complaint. We have concluded our investigation and provide the following response.
 
Mr. ****** signed up for online billing where he elected to stop receiving paper bills. As of March 29, 2013, Mr. ******’s account was changed to paper billing and he will begin receiving his bills in the mail.
 
AmeriGas is issuing a credit in the amount of $72.00 for the two $36.00 late fees incurred on December 3, 2012 and February 17, 2013. The monthly charge of $9.99 is AmeriGas’ meter rental fee.
 
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.
 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We ordered by phone a gas Tank. We were told, that there is a $60 on time fee for delivery and pick up. We never received any paperwork or statements. Now after the Tank was picked up, they charged $77 for the pickup. We do not feel that this is right, since we never got any paperwork and the Man on the phone told us otherwise.

Desired Settlement: We would like to have a refund, because the information about this charge was never given to us.

Business Response: Please see out atttached response.

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.]

Better Business Bureau:

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

Regards,

******* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/10/2013 Problems with Product/Service
4/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My description was too long, so, I'll try to make this VERY brief. Extremely bad customer service, extremely shady business dealings at the ***** ******** office. ****** in particular. Refused to help with issues during a cold winter, then she cancelled my service WITHOUT my authorization after i told her no one came to fill up my "empty gas tanks". I found a company that was wiling to help, had new FULL tanks with WORKING GAUGES delivered. Now it's FOUR months later my disconnected tanks are still there and I AM STILL BEING BILLED. We're is this gas going???!!! Multiple calls, on hold long periods of time while " they try to help me", then they hang up. The main Amerigas company tried to get my business back, very nice and apologetic. But sadly after my experience with the local office my 8-9 year relationship with the comes to an end. Now I'm disputing the last THREE charges because my tanks ARE NOT CONNECTED, so I HAVE NOT BEEN USING ANY GAS!!!

Desired Settlement: I would like Amerigas to REMOVE their gas tanks from my property and refund the unused gas AND the continued charges to my ******** ******* card for gas that was delivered to tanks that ARE NOT CONNECTED.

Business Response: From: ****** ***** ********************
Date: Fri, Mar 15, 2013 at 3:40 PM
Subject: ******* ******, Complaint No. *******
To: ******************* *******************


*** *******

 

Attached is our response to the above-referenced consumer complaint. If you have any questions or require further information, please feel free to contact me.

 

Regards,

 

***** ** *****

Paralegal

UGI Corporation

AmeriGas Propane, L.P.

Heritage Operating, L.P.

Tel:

************ **** ************ ******* ******************

 


Consumer Response: From: ******* **********************
Date: Wed, Mar 27, 2013 at 10:02 PM
Subject: Complaint No. *******
To: ******************* ******************** ****************** ******************


Dear ********,

        As per our conversation on March 26th, this email is in addition to my written response that I am not satisfied with Amerigas' response to my complaint.

         I was told by Amerigas employee "******" that it is usual business practice for propane tanks to be weighed when they are returned to determine exactly how much gas is left in the propane tanks. Phone conversation dated 01/12/2013. ****** CONFIRMED they would be weighed.

         In my customer complaints and calls I stated that the gauge was broken and HAS BEEN BROKEN since I moved into my home. They were not concerned because "they knew my usage". Amerigas even wrote INSIDE LID of propane tank that "gauge does not work". Gauge had always read 18%. This is reason why I specifically requested for my tanks TO BE WEIGHED and I was assured by ****** that they would be.

         When I cancelled my service I was told by ****** that it was in fact already cancelled by her WITHOUT MY CONSENT and that they had 30 days to remove tanks without notice. Over 4 months later their tanks were still blocking my door. When I had my local representatives office call Amerigas on 03/12/2013, ****** told him that my service was NOT cancelled and my tanks were not scheduled for pick up.

          What is this girl doing? Now I don't trust my tanks will be weighed. I am confident that there was MORE than the 18% the BROKEN gauge said there was. This was confirmed by the gas company who removed Amerigas' tanks.

          *******, Amerigas employee, on 03/12/2013, stated there was multiple complaints from me..."stating broken gauge". Also, my other issues.

          I would like the actual weights of my two tanks. The credit for unused gas calculated on the weight of tanks and NOT THE GAUGES and compensation (service dispatch fee, pump out/restocking fee plus recent charges to my credit card $68, $179 [based on unused gas], $72) for my inconvenience from their tanks blocking my walkway for OVER 4 months.

Thank you for your attention to this matter,

Sincerely,

******* ******


*** *************** ** **** *** ***** ********

BBB's Final Determination: The business failed to resolve the complaint issues.

4/7/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Originally had propane service with ******* **** *******. Amerigas bought ***. Amerigas sent me a bill for 100.00 for tank rental b/c I did not fill my tank yearly. I requested last year (when I received the first bill) that they pick up my tank as I did not want to pay these charges yearly. Note: I only use propane for gas logs and cannot use the amount of gas that they require in order to avoid tank rental fee. I Have spoken with multiple people at the billing center and requested that they pick up the tank. During my multiple requests over 7 months, they would continue to bill me incurring late charges. I was finally able to get them to pick up the tank in January 2012. They stated just last month that they would remove all of the charges except for the 40.00 charge to pick the tank up. Which, I was not told that there was a fee to pick up THEIR tank. Just yesterday, I received another bill for the full 239.51. This includes tank rental, late fees and fee to pick their tank up. My prior propane carrier (*******) did not have these outrageous fees and I never signed a contract with Amerigas. In summary, they continue to bill me for a tank rental, fees, ect. that I no longer have and requested at least on 7 different occasions for them to pick up the tank beginning in June 2012.

Desired Settlement: Requesting a zero balance with Amerigas. I do not feel that I should be held responsible for a tank rental fee when I asked them to pick the tank up when I received the first bill. I do not feel that I should be responsible for the late fees because THEY did not pick the tank up until January 2012, despite several requests. Furthermore, I do not feel that I should be responsible for the charge of them picking up their tank.

Business Response:

From:
****** ***** *** *****************
Sent: Thursday, March 14, 2013 12:22 PM
Subject: Karen Ann West, Complaint No. *******

*** ******:

 

Attached is our response to the above-referenced consumer complaint. If you have any questions or require further information, please feel free to contact me.

 

Regards,

 

***** ** ***** *********

UGI Corporation

AmeriGas Propane, L.P.

Heritage Operating, L.P.

**** ************ **** ************ ******* ******************

 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  I do however, request that Amerigas submit a corrected invoice so that I may pay the balance of $39.99 and for my records. 

Regards,
***** ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/6/2013 Problems with Product/Service
4/5/2013 Problems with Product/Service
4/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I stopped receiving my propane bill for meter fuel in March, 2012. I inquired about this twice over the summer (worried I would receive a giant un-payable bill in the fall) and I was told we were not using any and that they would check the meter. But not to worry because we werenapost using any so we shouldnapost receive any bill. This was a blatant lie as we have a propane cook stove and hot water heater. I never heard back until receiving a bill for $676.69 in the middle of December. I tried to address this with them over the phone and was put on hold until the line dropped. I tried in person and was told that there was nothing they could do and I should apply for fuel assistance. I paid $100 on the balance and the current balance Iaposm aware of is $723.79. I would like to pay this down but, cannot afford their late charges to be tacked on every month. I refuse to abuse a government program for fuel assistance because of the propane companyaposs lies. I donapost need fuel assistance I just need honesty. I am no longer using their propane. We put our own bottles on and are using a fraction of what they billed us for. I suspect foul play and do not know what to do to address it.

Desired Settlement: Remove finance charges and allow me to pay off the bill without any additional fees. I have shut off their tank and refuse to use any propane from them.

Business Response: Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in *** *******s complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information. In the meantime, should you have any questions, please feel free to contact me at (**** ********.

 

***** *****

AmeriGas Propane, L.P.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

This response does not resolve anything. I have heard nothing from the business other than this. I look forward to any new information.

Sincerely,

********* ******








BBB's Final Determination: The business failed to resolve the complaint issues.

4/3/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My household has been a loyal customer for the last ten years from the office in ******* **, when we purchased our home. We signed up for bill pay as soon as it was available and we have not had any problems with payments in arrears until this month. When we received correspondence on 3/17/2013, from AmeriGas, we were horrified to find, that we had a shut off notice for our gas. It appears that the ****** office, changed databases six months or so ago, and did not place our bill pay information in the new system. The representative on the phone admitted the bill pay information is in the system, but since it is in the wrong database they will not use this information to bill us. We were told it is the customers responsibility to get their information in the correct database. When confronted as to why we received the shut off notice, the customer service representative from the office said this is how they handle first correspondences with all customers and it is not their fault they are not processing the auto bill pay information.

Desired Settlement: The corrective action we expect to see from AmeriGas is as follows: 1. Send us a final bill for the gas we used only. 2. AmeriGas will pick up the tanks within 48 hours without any additional "disposal", restock, or any other other additional fees or they will be considered "abandoned" property and will be disposed of forthwith from our property at AmeriGas's expense. 3. AmeriGas and it's representatives will not damage or destroy my property due pick up of the tanks, or AmeriGas and affiliates will be billed for property damage and cost estimates of said damage. Please be warned there are cameras monitoring the property at all times, AmeriGas employees and it's affiliates consent to video monitoring when they come on the property to retrieve AmeriGas tanks.

Business Response:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in *** *****’s complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information. In the meantime, should you have any questions, please feel free to contact me at ***** ********.

***** *****

AmeriGas Propane, L.P.

 

 

Consumer Response: The local DM for AmeriGas has contacted me and is finalizing a resolution at this time. We have had the tanks removed from our property by our request. I am awaiting a final reading from the tanks and a copy of the receipts of this transaction. After this our business with AmeriGas will be concluded.

Thank You
******* * *****


[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.]

Better Business Bureau:

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

Regards,

******* *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/29/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We were charged for a propane delivery that we never received -- which we didn't request in the first place. We pay before purchase and call when we need propane. There is a charge for 25 gallons of propane that we were randomly billed. We have called about this error but have received our third bill for this mysterious 25 gallon delivery. The person we spoke with confirmed that we had had no such delivery. This is not the first billing error. The first time it was a billing error for $900+ and took three months to correct - not to mention fighting to get late penalties taken off of the bill that we never owed.

Desired Settlement: We want a corrected bill sent for our records.

Business Response: From: ****** ***** ********************
Date: Mon, Mar 18, 2013 at 3:17 PM
Subject: ****** ********, Complaint No. *******
To: ******************* *******************


*** ******:

 

Attached is our response to the above-referenced consumer complaint. If you have any questions or require further information, please feel free to contact me.

 

Regards,

 

***** ** ***** *********

UGI Corporation

AmeriGas Propane, L.P.

Heritage Operating, L.P.

**** ************ **** ************ ******* ******************

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/29/2013 Billing/Collection Issues
3/28/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Amerigas continues to send me late fee and unpaid balance notices even though I have called and resolved any balance issue with the local office. Starting in November 2012, I have called Amerigas Redding,****** office numerous times in order to cancel the budget pay program and to zero out my bill. During four different phone conversations I have been told by Amerigas representatives that I have been taken off budget pay and that my bill has been paid. I just received my fifth notice from Amerigas stating I'm still on budget pay and that I'm now delinquent in payment and Amerigas adds a late fee to each notice. On the last four notices I have called in to get the late fee charge reversed and each time I am also told that the issue with budget pay has been resolved. The explanation I get each time is that the statements are "behind" and that I am no longer on budget pay and that I don't have an outstanding bill. The last time I called I told ****** ******** with Amerigas that I would like an email showing this had been resolved. ****** sent me a "screenshot" from her computer showing I had been taken off budget pay and told me again I had a zero balance. When I called Amerigas's 1-800 number and talked with someone there i was told this was a local office issue and to call them. The issue has not been resolved and my wife and I are getting very tired of receiving late fee notices and unpaid balance notices. We do not want this to become an issue where we have debt collection coming after us for no reason. We got so fed up with this issue that we had another company unhook and move Amerigas's tank and installed our own tank. Amerigas was notified to come remove their tank from my property by All-Service Propane Company three weeks ago . My account number is XXXXXXXXX. I paid my old remaing balance with a credit card. I have the email saved from ****** ******** which she stated showed me being taken off the budget pay plan. And when talking with ****** I was told by her numerous times that I had no remaining balance. But I still continue to get notices stating I have an "unpaid balance" which also somehow accrues late fees. It is my belief that Amerigas keeps saying everything is taken care of and then continues to charge late fees in order to make more money. I know that if my payment history is looked at it will show I have a zero balance and when I talked with ****** she told me I had a zero balance yet I continue to get bills from Amerigas and when I told ****** this she also told me it must be because the billing department is behind. I would like this resolved be Amerigas immediately

Desired Settlement: I want Amerigas to remove their propane tank from my property immediately. I want Amerigas to waive any tank rental fees and removal fees because of this ongoing problem which has not been resolved. I want Amerigas to stop sending my late fee and balance due notices as I do not have a balance.

Business Response: Business' Initial Response
Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in Mr. ******'s complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information. In the meantime, should you have any questions, please feel free to contact me at (610) XXX-XXXX. Desta Heron AmeriGas Propane, L.P.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I am waiting for the conclusion of Amerigas's investigation and for the complaint to be handled completely before accepting their response.

Business' Final Response
Thank you for giving AmeriGas Propane, LP ("AmeriGas") an opportunity to respond to Mr. ******'s complaint regarding the removal of a propane tank from his premises, tank rent, and the fee(s) associated with removing the tank. It is my understanding that the propane tank has been removed from Mr. ******'s premises. In addition, the fees Mr. ****** is disputing have been waived and his account was closed with a zero balance. In light of the foregoing, we reasonably consider this matter resolved. If the customer has provided you with additional information, please feel free to contact me.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/27/2013 Billing/Collection Issues | Complaint Details Unavailable
3/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a house in ************ ***** *********** ******** *****.I had a propane tank put in for my fireplace.In September of 2012 I went to the ******** office that was ***** Propane before being bought by Amerigas.I told them I wanted my gas I had remaining pumped out and the money refunded to me.In Oct,Nov and Dec of 2012.Jan,Feb 2013 I made numerous calls and went in person to the *****,office to ask why I had not had my gas pumped out,Each and every time for a period of almost 6 months I was given ecxuses about lack of manpower and changing companies wich is not my fault.The last time I went into the ***** office and questioned why it had taken almost six months to get my gas pumped out.The only ladie I have ever seen working there said she promised to get it taken care of and because I had waited so long and been put through so much aggravation they would only charge me pump out restocking fee of around 30 cents per gallon.I finally got a invoice in the mail today charging me 190.38.I should have only been charged 30.45 and 1.83 in tax.I called the main office of Amerigas this morning but got nothing but a argument.Bottom line is I was made a promise by the ***** office over what I would be charged and it was not kept.

Desired Settlement: DesiredSettlementID: Refund Refund of all money for reclaimed gas with the exception of 30.45 restocking charge plus 1.83 in sales tax as promised.

Business Response: Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in *** ********’s complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information. In the meantime, should you have any questions, please feel free to contact me at ***** ********.

 

***** *****

AmeriGas Propane, L.P.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: I have already had a discussion with Amerigas and they know what I was told regarding the months I waited for them to pump my gas out and that I was told all fees would be waived because of the amount of time i had waited and the countless trips and phone calls I had made over the months to get my gas reclaimed.


Regards,

***** ********








Business Response:

Sent: Wednesday, March 13, 2013 12:23 PM
Subject: ***** ********* Complaint No. *******

*** ******:

Attached is our response to the above-referenced consumer complaint. If you have any questions or require further information, please feel free to contact me.

Regards,

***** ** *****

Paralegal

UGI Corporation

AmeriGas Propane, L.P.

Heritage Operating, L.P.

Tel:

************ **** ************ ******* ******************

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: That is not what I was promised for having to wait months to get my gas pumped out,not to mention the countless phone calls and trips to the office.Regardless of there policy and procedures I was promised a refund in full for all of the gas minus 0.37 cents per gallon fee for all the aggravation I went through to get it done and the MONTHS of waiting.


Regards,

***** ********








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/26/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have received 2 invoices from *********** ******** ***. for this same account. One being a week after my delivery, which was fine. I said ok so my payment crossed in the mail.Then on Jan 18 2013 I get a late notice stating this payment was never made. I sent a check#*** in the amount of $88.50 for my propane as soon as the delivery driver left the invoice in the door. So discouraged as I was, after receiving the late notice, I called them and asked them if this account had a zero balance acct#****** and they still said no, that it was considered still outstanding. I then told them that I sent a check#*** in the amount of $88.50 for the invoice long before it was due. After a few minutes of **** and waiting for them to respond, they come back on the line stating they found my check but OH it got posted to a different account. After hearing that statement I was quite put out with them. If I had never called about this matter and just let it ride, I was not going to get anymore deliveries till it was paid so they said in the late invoice which was not really late. They just somehow cahed my check and overlooked it. Tell me, Is this the way they do business? If it is they certainly dont need mine. How many more customers are they screwing?

Desired Settlement: Refund. I am requesting an apology as well as some form of credit for my next delivery or they will face court charges. I donot need their greif in my life and if they cant handle their business practices better than this, I would highly suggest hiring a new bookkeeper.

Business Response:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of your letter, we commenced an investigation into the allegations set forth in *** *****s complaint. At this time, our investigation is ongoing. At the conclusion of our investigation, we will provide you with additional information. In the meantime, should you have any questions, please feel free to contact me at ***** *********

***** *****

AmeriGas Propane, L.P.

 

Business Response:

A response to this complaint was submitted on February 26, 2013. A copy of the response is attached.

***** *****

AmeriGas Propane, L.P.

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I want them to correct their billing, FIX the problem because someone in that company is making money off of customers that have no choice, with their unfair billing process. I want a refund for ALL the aggrivation and having to smell propane for over a year in my apartment. Thank GOD nothing happenend to me or my kids. There are 72 customers where I live alone, and I KNOW for sure they have ALL had billing issues with Amerigas.

Business Response:

From: ****** *****
Sent: Wednesday, March 13, 2013 3:30 PM
Subject: ****** ******, Complaint No. *******

*** ******:

Attached is our response to the above-referenced consumer complaint. If you have any questions or require further information, please feel free to contact me.

Regards,

***** ** ***** *********

UGI Corporation

AmeriGas Propane, L.P.

Heritage Operating, L.P.

**** ************ **** ************

******* ******************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/20/2013 Billing/Collection Issues
3/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 8/28/12 I called to have my propane tank rental terminated and the tank to be picked up. I also asked about the refund of the remaining 2 and a half months and was told I had a refund of more than $18 coming. On 10/30/12 I called to find out when they were going to pick up the tank since it had been sitting in my yard for 2 months. They said it would be on 11/14. I also asked about the refund and they said that the account would have to be reopened and a refund submitted. On about 12/15/12 they finally picked up the tank. In December I went to the Amerigas website and requested a status of my refund. I never got a response. I called again in January and was told the same story about the account needing to be reopened and a refund submitted. On about 02/10/13 I received a bill for tank rental because it was sitting in my yard beyond the time when a new year lease would be paid. I responded to the *********** ** address with a letter of the history of my problem and also noted that I constantly have issues with my bills or getting over charged for propane and having to call the office to get it straightened out on multiple occasions. On 02/25/13 I received a bill again with a 30 cent credit ignoring my complaint that I was owed a refund of about 2.5 months tank rental.

Desired Settlement: I expect Amerigas to honor what their personnel say in the office and that is to refund me the remainder of the tank rental from 8/28/12 to the end of the period.

Business Response:

From:
****** ***** *** *****************
Sent: Thursday, March 07, 2013 4:57 PM
Subject: ******* ******* ********* *** *******

*** *******

 

Attached is our response to the above-referenced consumer complaint. If you have any questions or require further information, please feel free to contact me.

 

Regards,

 

***** ** ***** ********* *** ***********

AmeriGas Propane, L.P.

Heritage Operating, L.P.

**** ************

**** ************

******* ******************

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/19/2013 Billing/Collection Issues
3/18/2013 Problems with Product/Service
3/17/2013 Problems with Product/Service
3/13/2013 Problems with Product/Service | Complaint Details Unavailable
3/12/2013 Billing/Collection Issues
3/12/2013 Billing/Collection Issues
3/12/2013 Advertising/Sales Issues
3/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They have failed to come out to my home and fill my tank and now its empty and my family is freezing I pay my bill on time each time they fill up my tank and leave the bill at my home, they are suppose to come out to my home once a month and check to see if I need a refill and they have failed to do so, Nov XX XXXX was the last time they came out to my home it is now Jan XX XXXX. We have called the company to inform them that we are sitting here without any propane to run our heater for our home and the woman I talked to didn't feel concerned that we have no fuel to heat our home, she then pulled up the drivers notes and he has lied about coming to our home on Dec XX XXXX claiming he checked the tank, if that was the case I would of had a bill for around that date and I do not. Before getting off the phone the woman said she would call us back once she gets hold of the driver to see what he has to say, I don't get why they need the drivers side of the story when we have told them we are out of fuel. It has now been one hour since we contacted the company and they have failed to call us back or send someone out here to fill our tank. Also their company claims to honor and support the military and it's veterans, well I am a veteran and disabled and now without the fuel to heat my home this is causing undue pain on myself.

Desired Settlement: With my tank now being at 0 it will cost a lot more than I can afford to fill it and they have a policy that states I have 7 days to pay the bill in full or face late fees

Business Response: Business' Initial Response
Customer was reminded of delivery requirements.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2013 Billing/Collection Issues
3/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: AmeriGas removed the tank from our back yard in October 2011. The account was closed at that time.A year later they sent me a past due notice. On 01/02/2013, I called the ****** ** office and explained the situation and they stated they would close the account and remove the balance again.******* written a letter (Feb 2013) to have the account closed for the 3rd time.

Desired Settlement: Close the account ASAP, send a confirmation, and stop harassing me.

Business Response:

***** ****** ***** *** ***************** ***** ******* ***** *** **** ***** ** ******** ******* ******* ********* *** *******

*** ******:

 

Attached is our response to the above-referenced consumer complaint. If you have any questions or require further information, please feel free to contact me.

 

Regards,

 

***** ** *****

Paralegal

UGI Corporation

AmeriGas Propane, L.P.

Heritage Operating, L.P.

**** ************ **** ************ ******* ******************

 

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.]

Better Business Bureau:

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

Regards,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/9/2013 Problems with Product/Service
3/5/2013 Delivery Issues
3/4/2013 Billing/Collection Issues
3/4/2013 Billing/Collection Issues
3/4/2013 Billing/Collection Issues
3/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had multiple conversations with Ameri Gas Propane. I called ***** on 11-19-12 to have the tank locked off and have a refund check sent. 12-26 Spoke to ***** again she said the tank was locked off on 11-26-12 with 55% full and refund for $ 604.27 would be issued. 1-7 I spoke with **** and she said they had redistributed some of there work and I should call 937-444-**** to find out about my account, 1-17 I called and spoke to **** she said check would be mailed. 1-25 spoke to **** she said she didnt know what was going on but she would email her supervisor in ****** and call me back, of course I did not hear from her. 1-25 I spoke to ******, she said she would have to have **** call me back. 1-28 Spoke to *******, she said she now neds to get in contact with someone else to find out how much propane was in the tank when it was locked off. I have had that information simce 12-26-12. I feel that I have been understanding to this point, but I am starting to think they are not going to pay. Can you please help? My phone number is ********8036

Desired Settlement: I would like my refund check mailed as promised by ***** phone 877-******** on 12-26-12.

Business Response: February 22, 2013

Via E-Mail *************************

****** *****
Better Business Bureau
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

Re: ******** ** ***** Complaint #*******

Dear *** *****:

Thank you for giving A1neriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. Upon receipt of your letter, AmeriGas conducted an investigation of the allegations set forth in *** ******* complaint regarding AmeriGas’ delay in processing a refund for this customer.

Upon review of *** ******* account AmeriGas records indicate that *** ***** contacted AmeriGas on November 21, 2012 and requested that her account be closed. Due to a delay in final billing this account a check was not mailed to this customer until February 7, 2013. According to AmeriGas records the check was cashed and cleared AmeriGas’ bank on February 13, 2013.

AmeriGas apologizes for the delay in processing the refund to this customer and hopes that this resolves this complaint to the customer’s satisfaction.

Very truly yours,

****** ****, Paralegal

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/1/2013 Billing/Collection Issues
2/17/2013 Problems with Product/Service
2/17/2013 Billing/Collection Issues
2/17/2013 Billing/Collection Issues
2/16/2013 Problems with Product/Service
2/16/2013 Billing/Collection Issues
2/11/2013 Problems with Product/Service
2/11/2013 Problems with Product/Service
2/11/2013 Problems with Product/Service
2/11/2013 Billing/Collection Issues
2/11/2013 Billing/Collection Issues
2/11/2013 Billing/Collection Issues
2/11/2013 Billing/Collection Issues
2/8/2013 Problems with Product/Service
2/7/2013 Problems with Product/Service
2/6/2013 Billing/Collection Issues
2/4/2013 Problems with Product/Service
2/3/2013 Delivery Issues
2/2/2013 Delivery Issues
2/1/2013 Problems with Product/Service
2/1/2013 Problems with Product/Service
2/1/2013 Billing/Collection Issues
2/1/2013 Problems with Product/Service
1/29/2013 Billing/Collection Issues
1/20/2013 Problems with Product/Service
1/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am due a refund from them and when I called they said the check was mailed out on sept 6, I did not recieve the check so I called and they said they would cancel the check and reissue me another check, I did not recieve that check either. I have recieved mailed from them at this address so I know they have the right address. They charged me 39.99 to go and read the meter earlier then what it was scheduled too, when they could of read it when it was time to and not charge me, I have not recieved any money that is due to me

Desired Settlement: I want my reg refund it is 129.00 plus I want the 39.99 they charged me they did not get the check to me any earilier, I want my money

Business Response: Consumer was refunded.

Business Response: I am no longer at this facility the new manager is **** ******** and his email address is *************@amerigas.com, thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/18/2013 Problems with Product/Service
1/17/2013 Problems with Product/Service
1/16/2013 Problems with Product/Service
1/13/2013 Problems with Product/Service
1/13/2013 Problems with Product/Service
1/9/2013 Problems with Product/Service
1/5/2013 Problems with Product/Service
1/5/2013 Problems with Product/Service
1/4/2013 Problems with Product/Service
1/4/2013 Problems with Product/Service
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1/4/2013 Problems with Product/Service
12/31/2012 Billing/Collection Issues
12/18/2012 Problems with Product/Service
12/17/2012 Problems with Product/Service
12/17/2012 Problems with Product/Service
12/17/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Received payment from my bank but claims they do not have the money Amerigas account #200734636 Paid a bill Amerigas on 05/30/2012 in the amount in full of $458.52 For delivery of propane invoice #3009849672. The money was taken out of my account on 06/04/2012 by Amerigas. My bank manager sent them a fax showing the canceled check for amount in question. This was sent on 07/23/2012 They are claiming our check bounced. We have check overdraft protection. We do not have bounced checks. The day they claim the check bounced is the same day the funds were taken out of my account. By 06/14/2012 Amerigas sent a fax of the same check marked or stamped return reasons refer to maker. We showed this to our bank and they said they do not do business this way. They informed us everything they send is electronic. They do not make paper copies and send them out. Meanwhile I was put in touch with a person by the name of Andrea at 1-916-427-4968. She claims this photo copy of a bounced check was sent by our bank. We then reminded her a copy of the same check was chased by Amerigas on 06/04/2012 & the funds were taken out of my account. The dilemma for my bank is they have no way of proving what Amerigas did with the payment ounce they got it. My bank still stands by us but does not know what more they can do. Meanwhile we have now received another bill with more late fees for the amount they claim they never received. She asked that my bank get in touch with her. My bank responded by saying there is no need. The paper trail shows the check cashed & the money was removed & given to Amerigas.

Desired Settlement: As it stands right now, we would want them to find the payment without accusing us of never having paid it. We want the payment to be recorded as a proper payment made as of 06/04/2012 Get rid of all late fees regarding this payment. Show us in their records what happened & how they found the oversight & how they corrected it. We would want a discounted rate on the next delivery of propane and if this went towards our credit rating, a letter from Amerigas to all credit rating companies to clear our name.

Business Response: Business' Initial Response
I have looked in all of our customer bases for both AmeriGas and Heritage Propane and I can not find a customer named ****** ****** anywhere. I would try to resolve the situation, but I can't find any contact information for Mr. ******

Consumer's Final Response
Received payment from my bank but claims they do not have the money Amerigas account #XXXXXXXXX Paid a bill Amerigas on 05/30/2012 in the amount in full of $458.52 For delivery of propane invoice #XXXXXXXXXX. The money was taken out of my account on 06/04/2012 by Amerigas. My bank manager sent them a fax showing the canceled check for amount in question. This was sent on 07/23/2012 They are claiming our check bounced. We have check overdraft protection. We do not have bounced checks. The day they claim the check bounced is the same day the funds were taken out of my account. By 06/14/2012 Amerigas sent a fax of the same check marked or stamped return reasons refer to maker. We showed this to our bank and they said they do not do business this way. They informed us everything they send is electronic. They do not make paper copies and send them out. Meanwhile I was put in touch with a person by the name of ****** at X-XXX-XXX-XXXX. She claims this photo copy of a bounced check was sent by our bank. We then reminded her a copy of the same check was chased by Amerigas on 06/04/2012 & the funds were taken out of my account. The dilemma for my bank is they have no way of proving what Amerigas did with the payment ounce they got it. My bank still stands by us but does not know what more they can do. Meanwhile we have now received another bill with more late fees for the amount they claim they never received. She asked that my bank get in touch with her. My bank responded by saying there is no need. The paper trail shows the check cashed & the money was removed & given to Amerigas. As it stands right now, we would want them to find the payment without accusing us of never having paid it. We want the payment to be recorded as a proper payment made as of 06/04/2012 Get rid of all late fees regarding this payment. Show us in their records what happened & how they found the oversight & how they corrected it. We would want a discounted rate on the next delivery of propane and if this went towards our credit rating, a letter from Amerigas to all credit rating companies to clear our name.

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/15/2012 Problems with Product/Service
12/13/2012 Problems with Product/Service
12/13/2012 Billing/Collection Issues
12/12/2012 Problems with Product/Service
12/12/2012 Delivery Issues
12/12/2012 Billing/Collection Issues
12/12/2012 Problems with Product/Service
12/7/2012 Problems with Product/Service
12/7/2012 Delivery Issues
12/5/2012 Billing/Collection Issues
12/5/2012 Billing/Collection Issues
12/5/2012 Problems with Product/Service
12/4/2012 Problems with Product/Service
12/3/2012 Problems with Product/Service
11/30/2012 Problems with Product/Service
11/29/2012 Billing/Collection Issues
11/29/2012 Billing/Collection Issues
11/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In September of 2011 we terminated our contract with our gas company(Amerigas) as we were given a better price by another company(**** *****). It was our understanding after notifying our current gas company of our terminating contract that they had 20 days to pick up the gas tanks and credit us for the propane that remained in the tanks. We placed several calls to the gas company as these four gas tanks (propane) sat in our driveway for weeks leading to months. I felt it was a danger as someone could have easily backed into them or one could have fallen over. After placing many calls to the gas company with no response, I became angry. This went on until the first of December when the tanks were finally picked up. Now we have been waiting for a refund on the remaining gas that was in the tanks. They are claiming that the driver who picked up the tanks has no record of how much propane was in the tanks so they are questioning our refund. I can not believe how unorganized this company is. I find it hard to believe that they do not keep records of when tanks are picked up because they don't have a problem with tracking deliveries as they expect payment promptly.

Desired Settlement: I expect a refund for the remaing gas in the tanks as we had paid for this in full. I cannot give a dollar amount as I am not aware of the price of the propane at the time. At this point I would also expect interest on the money they have owed us since September. I have also asked for a $30.00 late fee be applied(to them) for each month the payment is late as this is there policy to customers who do not pay there bill on time.

Business Response: 797.44 credit was issued after the gallon number was researched.  This was issued 02/29/2012.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: have been going back and forth with my local Amerigas dealer since August of 2011, we could not agree on a budget plan, they want to raise not only the cost of fuel (which I expected) they wanted to add 250 gals. to my annual usage, i told them i could not afford that kind of increase and i would have to just use less. well we did (I thought) come to an agreement. he ( the manager) offered me 750 gals @ $104 monthly payment. then around Christmas my monthly bill started to climb, and when I received the statement for my last fill-up they charged me $4.069 per gal. the math does not work out. also my monthly bill is now $143 exactly what I said i could not pay last summer. I have had several e-mails with this company the last I heard from the new manager (**** ******) is "I put it in I will check on it and get back to you" this was on the 5th of March. I have tried to contact him asking what "it" is and if there is a budget plan i would like to see a copy of it. today I received a past due notice, and by the way I do not have an outstanding balance just behind on what they are calling a budget payment all fuel that has been delivered has been paid for mostly in advance.

Desired Settlement: I would like to see the so called budget plan, I would like Mr ****** to explain what it is that he put in and why he has failed to return my e-mails.

Business Response: The budget plan does lock in a customers price, and is subject to market increases.  The remaining balance on the account is for fuel delivered minus what was picked up in the the tanks upon termination of lease agreement with the company.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

[If you are rejecting the business's response please enter your rejection comments here.]

Regards,

****** ********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/26/2012 Problems with Product/Service
11/26/2012 Problems with Product/Service
11/26/2012 Billing/Collection Issues
11/26/2012 Problems with Product/Service
11/19/2012 Advertising/Sales Issues
11/19/2012 Problems with Product/Service
11/19/2012 Problems with Product/Service
11/19/2012 Billing/Collection Issues
11/17/2012 Problems with Product/Service
11/15/2012 Problems with Product/Service
11/14/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I switch Propane Companies after several years this fall due to part to a promotion of a different company. In addition I changed due to customer service that has been declining over the last few years. Calls not returned, service people not showing up on the scheduled days or coming with the wrong informtion. This is an office complaint as the technical guys who have come here over the yrs have been very good. After switch companies, I asked for my tanks to be picked up on Aug. 27, 2011....this gave a 3 week lead time as we were on a long vacation - housitting. The tanks were not picked up and I understood - they were behind due to Irene. However, as of this date and six calls later I still have not had my tanks picked up. They were scheduled again to be picked up on 12th of Nov.

Desired Settlement: I want these tanks out of the way of my garage and the snow plow and I want my refund for the propane that is in the tanks. ASAP

Business Response: The tanks were picked up 01/12/2012.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/14/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Amerigas Propane delivered 400 gallons of propane which we did not order. We are tenants and our lease ends in November. We will not be able to use the propane before we leave.

Desired Settlement: We want Amerigas to put a lock on the propane tank and credit the value of the amount of propane in the tank to our bill. We also want our account removed from the collection agency list Amerigas put us on, since the bill was incurred due to their error.

Business Response: This misunderstanding was resolved in July 2012

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/12/2012 Problems with Product/Service
11/9/2012 Billing/Collection Issues
11/9/2012 Problems with Product/Service
11/5/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Three months ago, I received an invoice from AmeriGas for a lock rate fee in excess of $99. This was to insure I would receive propane fuel at $2.89 a gallon. I called AmeriGas and told them I did not want to participate in the lock rate program and I did not want to be put on the auto-refill that I previously had used. At this time, I checked with Sunrise Propane and they informed me that their propane fuel charge was $1.59 per gallon delivered. I informed AmeriGas to pick up there tank and regulator that is presently detached, stored and sitting in my driveway for over two months now, at my residence. Last month (8-25-12) I sent a letter attached to an AmeriGas invoice stating I informed several times that I no longer required their service, nor did I agree to participate in their Auto Lock Rate program or their Auto Refill program at their 45% premium price of $2.89 per gallon in comparison with Sunrise Propane propane rate of $1.59 per gallon. This doesn't take into consideration the additional $99 they want to unjustly add the lock rate charge to my billing without my consent. On their most recent invoices they have continued to add late fees of $36 despite my dispute with there billing practices. They have not filled my 500 gallon tank since early this year (last heating season). Typically, in the last 15-17 years I would require two tanks of propane per heating season. My consumption has not changed. I would be quoted one rate and the bill would reflect a higher rate, even though I was supposed to be on the best pricing tier. I checked with another Amerigas customer and they were getting propane at $.50 per gallon cheaper than I was being charged. In closing, in the last year and one half, I have encountered some erroneous billing errors and excessive cost filed on these invoices. On one occasion, after a lengthy discussion with the general office manager, they lowered my bill by less than 5% but still more expensive than another local resident was paying L.R.P.

Desired Settlement: Full credit on all of the AmeriGas invoices which are the result of late fees associated with the Lock Rate Program of $99, which I did not authorize. This includes also includes two lates fees of $36 each. I also want them to promptly remove there 500 gallon propane fuel tank and regulator from my driveway. This is been going on two long months now!

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/5/2012 Problems with Product/Service
10/30/2012 Problems with Product/Service
10/29/2012 Problems with Product/Service
10/29/2012 Problems with Product/Service
10/29/2012 Problems with Product/Service
10/27/2012 Billing/Collection Issues
10/26/2012 Problems with Product/Service
10/26/2012 Problems with Product/Service
10/25/2012 Problems with Product/Service
10/23/2012 Problems with Product/Service
10/13/2012 Billing/Collection Issues
10/12/2012 Billing/Collection Issues
10/11/2012 Problems with Product/Service
10/8/2012 Problems with Product/Service
10/5/2012 Billing/Collection Issues
10/2/2012 Problems with Product/Service
10/2/2012 Delivery Issues
10/2/2012 Problems with Product/Service
10/2/2012 Billing/Collection Issues
10/2/2012 Problems with Product/Service
9/30/2012 Problems with Product/Service
9/24/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Customer states that on April 17, 2012 a payment of $158 was returned to them. When they called and ask why the check was returned, they were told that they would have to check and get back to them. Customer states that they never heard back from them. Received a second notice for payment when customer called for explanation, customer states that they were advised to pay the bill. They wrote another check in the amount of $158 which was posted to the account on 5/14/2012. Also wrote another check in the amount of $136. which was posted to the account on 5/21. Customer states that according to their figures the account should be paid in full. When they called they were told the charge was for the fuel tank. Customer asked to have the tank removed and this was the third request to have the tank removed. Also customer states that a different account number was assigned.

Desired Settlement: Remove the tank and and wants to know if the bill is paid in full

Business Response: Business' Initial Response
Consumer states: "Propane tank was picked up 7/20/2012. Thank you. Billing dept. and I have come to an agreement on the payment in question. Thank you".

Consumer's Final Response
Consumer called in and stated that she has received three new "budget statements" from the company. She has asked them to come get the tank due to it being empty and they have not come and picked it up yet. She talked to a young lady named Heather at the company this morning and explained her situation and the lady told her that she would cancel the contract and have the tank picked up this week

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/21/2012 Problems with Product/Service
9/19/2012 Problems with Product/Service
9/19/2012 Billing/Collection Issues
9/19/2012 Billing/Collection Issues
9/19/2012 Problems with Product/Service
9/16/2012 Problems with Product/Service
9/16/2012 Billing/Collection Issues
9/16/2012 Problems with Product/Service
9/16/2012 Problems with Product/Service
9/16/2012 Billing/Collection Issues
9/16/2012 Problems with Product/Service
9/12/2012 Problems with Product/Service
9/12/2012 Advertising/Sales Issues
9/6/2012 Billing/Collection Issues
9/1/2012 Problems with Product/Service
9/1/2012 Delivery Issues
8/31/2012 Billing/Collection Issues
8/28/2012 Billing/Collection Issues
8/26/2012 Billing/Collection Issues
8/22/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Two years ago we switched from Amerigas to a local propane delivery company. We have asked repeatedly for Amerigas to pick up their propane tank. We have received bills from Amerigas for tank storage on our property, for rental fee of their storage tank. We would like them to come and remove their tank from our property. I called them on 6/26/2012 they said they have only one service tech and would be here on 8/03/2012. This date rolls around - I call Amerigas late in the afternoon to be told the service tech was not in that day but they have rescheduled us for 8/31/2012. Due to the location of the tank they need to come when it is DRY. We just had a dry spell. They said they tried to get it in March but did not have access. Of course not, it is still wet and snowy out, but we were not aware of this until a day or two later. They owe us $100.00 which we will probably never see. How long do we have to put up with their tank on our property?

Desired Settlement: We would like their tank removed and our $100.00 refund. They need to come when it is DRY.

Business Response:       AmeriGas    
                    America’s Propane Company
                    
                                    
August 14, 2012



Better Business Bureau, Inc.
Attn: ******* *****
2800 Euclid Avenue, 4th Floor
Cleveland, Ohio 44115

Re:  **** ****** ********* * *******

Dear *** *****:

    Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) the opportunity to respond to the above-referenced consumer complaint. According to the complaint, *** ***** is requesting removal of the propane tank from his property and a refund for the credit balance on his account. Upon receipt of the complaint, AmeriGas conducted an investigation into the allegations contained therein. AmeriGas has concluded its investigation and provides the following information.

    AmeriGas records indicate that the propane tank in question was removed from *** *****’s property on August 6, 2012. AmeriGas will waive any fees related to the removal of the tank and termination of service. *** *****’s account is in the process of being final billed. The account has been final billed; a refund check for the credit balance on the account in the amount of $118.12 was mailed to *** ***** on August 8, 2012. AmeriGas apologizes for the delay and any inconvenience *** ***** may have experienced.

    I trust the explanation provided herein adequately resolves this matter. Should you require any further information, please do not hesitate to contact me directly at 800-453-8356, option * **** *.
    

                         Sincerely,


                                                                         ****** ******
                         Customer Resolution Specialist    



Consumer Response:

Better Business Bureau:

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

 

******* *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/19/2012 Problems with Product/Service
8/19/2012 Delivery Issues
8/19/2012 Problems with Product/Service
8/13/2012 Problems with Product/Service
8/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have called Ameri Gas now 4 times in the past month. I first Called them in June more than three weeks ago and since it was after hours called the national customer service line. I told the rep that I wanted to cancele my service and have the propane tank removed as I have signed onto another propane company for service. I waited three weeks and continued to look to see if the tank was gone, and each day it was still there. I then called The local office on July 9th and I do not remember who I spoke with but the representive was absolutly not helpful. She acted as if she did not care about my reason for calling. I told the loacal office rep that I needed for my acount to be cancelled and the tank picked up. She did acknoledge that they recived the message from the national customer service line and did not give any reasonable explanation as to why the propane tank has not been picked up. The local representive assured my that it would be removed from the premises by the end of the week. I waited and looked to see if the tank had been removed and each day it was still there. I then called the customer service line again on Thurseday night when I got home, since the local office was closed, and spoke with another representive. The customer service rep that I spoke with at the national customer service center, stated that she would send a message to the local manager since he had to now get involved and that I would hear back from them by the next day. Today I never recived a follow up phone call either in email form, voice mail, direct. When I got home again from work I saw once again that the propane tank was once again still at my apartment billing set up. I for the fourth time called ameri gas and had to call the national customer service line and they then stated that they have three business days to resovle my issue and not that I would hear back the next day. I again stated that it had to be removed by July 17th since I have suburban propane ariving to set me up. At this time I have my doubts that it will be removed and my issue resloved by the 17th.

Desired Settlement: The type of settlement that I now desire is for the Ameri Gas Propane tank to be removed by the end of July 16th, as I have a Suburban Propane coming the 17th and have now given Ameri Gas more than apmple time to remove the tank, an officle appology for not following through its commitments and any rental fees charged to me for having the propane tank at my place removed from my acount.

Business Response: Mr *****, The tank has been removed from your property.  All charges have been removed from the account.We will closed this out and you should receive a statement stating “final bill”.  This is just the notification to you that is has been done. Please let me know if you have any questions.  *** ***** Customer Relations Representative

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/2/2012 Billing/Collection Issues
8/1/2012 Problems with Product/Service
7/26/2012 Billing/Collection Issues
7/22/2012 Billing/Collection Issues
7/17/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Amerigas is trying to charge me for removing my tank when I changed to another propane provider. On January XX XXXX, I signed a contract with Amerigas Propane to buy propane to heat my home. The contract was a 3 year contract, which expired on January XX XXXX. On X-XX-XX I called and told Amerigas I changed to another propane provider and to come and pick up the tank. The contract I signed on X-XX-XX has no fee for tank removal or service termination. Amerigas told me the contract terms had been changed a year or so after I signed my contract to charge a fee for such service. I did not approve this change nor did I ever sign a new contract agreeing to this. Now Amerigas sends me a bill every month trying to get me to pay for this service. On X-XX-XX the bill was $100. Now with late fee's the bill is up to $208. My contract does not allow for any service termination fee so I will not pay any.

Desired Settlement: Stop sending me bills for a bogus charge and close out my account with a 0 balance.

Business Response: Business' Initial Response Company states (JLS): Thank you for giving AmeriGas Propane, LP ("AmeriGas") an opportunity to respond to Mr. ******'s complaint regarding a service termination fee. AmeriGas takes any complaint by its customers seriously and upon receipt of your letter, we reviewed Mr. ******'s account and our applicable policies. we have concluded our investigation and provide the following response. AmeriGas charges a service termination fee which covers the labor associated with disconnecting service or removing equipment when a customer terminates service with AmeriGas, including all aspects of the administrative process necessary to close the account. Subsequent to terminating service, Mr. ****** was charged our standard service termination fee. After reviewing Mr. ******'s account, AmeriGas has decided to waive the service termination fee and the associated late fees. The charges were removed from Mr. ******'s account and his account has been closed. I trust the explanation provided herein addresses Mr. ******'s concerns regarding his account. If you require any further information regarding AmeriGas' policies, please do not hesitate to contact me directly at XXX-XXX-XXXX, option 7, then option 1. Sincerely, Customer Resolution Specialist

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/16/2012 Problems with Product/Service
7/16/2012 Billing/Collection Issues
7/16/2012 Problems with Product/Service
7/16/2012 Problems with Product/Service
7/6/2012 Problems with Product/Service
7/6/2012 Problems with Product/Service
6/28/2012 Billing/Collection Issues
6/27/2012 Billing/Collection Issues
6/27/2012 Billing/Collection Issues
6/23/2012 Problems with Product/Service
6/22/2012 Problems with Product/Service
6/20/2012 Delivery Issues
6/17/2012 Billing/Collection Issues
6/14/2012 Billing/Collection Issues
6/13/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my service in June of 2011, yet I have continued to receive monthly bills. I have received calls from the national office wondering when I plan on paying my "overdue" bills. I have called the national office as well as the local office on several occasions only to be told I will be called back later that day or the next day, or within a few business days. These calls have never been returned. I have spoken with managers regarding my problem. I have been told my service was cancelled and my calls were received and a check was sent out, but none of this has actually happened.

Desired Settlement: I would like my $125 security deposit plus any owed money from bills that may have been accidentally paid while we were not living on the premises. I would like my account corrected and properly cancelled. If any correspondences have been made regarding my credit, I would like them corrected as well.

Business Response: We have no record of this consumer based on the information given to us. If they have an account # that would be helpful. Thank you.

Consumer Response:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. My response has been satisfied because I recently received the money that was owed to me. Thank you for pursuing my claim.

Regards,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/12/2012 Problems with Product/Service
6/11/2012 Problems with Product/Service
6/7/2012 Problems with Product/Service
6/6/2012 Delivery Issues
6/6/2012 Problems with Product/Service
6/6/2012 Problems with Product/Service
6/5/2012 Advertising/Sales Issues
6/1/2012 Problems with Product/Service
6/1/2012 Problems with Product/Service
5/29/2012 Problems with Product/Service
5/29/2012 Billing/Collection Issues
5/25/2012 Billing/Collection Issues
5/25/2012 Problems with Product/Service
5/23/2012 Problems with Product/Service
5/23/2012 Problems with Product/Service
5/23/2012 Billing/Collection Issues
5/23/2012 Advertising/Sales Issues
5/23/2012 Billing/Collection Issues
5/23/2012 Problems with Product/Service
5/23/2012 Problems with Product/Service
5/23/2012 Billing/Collection Issues
5/16/2012 Billing/Collection Issues
5/16/2012 Billing/Collection Issues
5/16/2012 Billing/Collection Issues
5/16/2012 Problems with Product/Service
5/16/2012 Billing/Collection Issues
5/15/2012 Billing/Collection Issues
5/14/2012 Problems with Product/Service
5/14/2012 Problems with Product/Service
5/11/2012 Problems with Product/Service
5/11/2012 Billing/Collection Issues
5/11/2012 Problems with Product/Service
5/9/2012 Problems with Product/Service
5/9/2012 Problems with Product/Service
5/7/2012 Problems with Product/Service
5/5/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Amerigas has billed two people for the same tank of propane. We are due an $1100 refund since January and we have not received it despite numerous phone calls. We have been lied to about this check being sent and when everything was supposed to be finalized. The last time was 3 weeks ago and we still have not received our refund. Meanwhile they have billed the other party and been paid twice now for the same propane tank. All we want is our refund in a timely manner. *** ******

Desired Settlement: We want the refund we are due. The interest they have earned on our money would be nice, but our refund will be fine. We want this mailed overnight certified mail.

Business Response:

From: ******* ****** ***********************************

Sent: Friday, April 27, 2012 10:39 AM

To: *************************

Cc: ***** ****** ** ******* ******

Subject: ******* ******** *** ************

 

                                      America’s Propane Company

         

April 27, 2012

 

Better Business Bureau, Inc

***** ******* *****

2800 Euclid, Avenue, 4th Floor

Cleveland, Ohio 44115

 

         Re:  ******** ********* ******* ********* * *******

 

Dear *** *****:

           

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond *** ******** complaint requesting a refund on her account.  Upon receipt of your letter, AmeriGas conducted an investigation of the allegations contained therein.

 

AmeriGas’ records indicate *** ****** contacted AmeriGas on or about November 3, 2011 stating that that were moving from the location and wished to cancel service and requested credit for the remaining fuel in the tank. The new tenant had not contact AmeriGas to takeover service at the location. The tank was read and locked off on February 3, 2012. A refund check in the amount of $1106.73 was processed and mailed to the customer.

 

*** ****** then contacted AmeriGas on March 5, 2012 inquiring on the status of her refund check. The customer was advised that the refund check was in process on or about February 3, 2012 and to allow 6-8 weeks to receive. *** ****** then contacted AmeriGas on April 2, 2012 indicating she had not received her refund check. A trace was then requested on the refund check status. It was found that the refund check in question is in an opened status and has not been cashed. A stop payment was placed on the refund check and a 2nd refund has been requested and will be issued to the customer.

 

Should you require any further information, please do not hesitate to contact me directly at 800-453-8356 ****** * **** ****** *.

         

Sincerely,

                                               

 

 

                                                                                   ****** ******

                                                                                    Customer Resolution Specialist

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: i informed amerigas in the summer of 2011 that iwould be cancelling service with them. iwas told the only fee that would bebilled me was if i didnt use the gas i had remaning that there was a pump out fee. i used all the gas and called them on 1/16/2012 and was told by ryan that i would be charged a 100.00 fee for them to come pick up their tank. this in his own words. they call it a cancellation fee. he says it took effect in oct.2011. but i was never notified of this fee. he said amerigas reserves the right to add or increase fees when they choose. iwould like to remind amerigas that im not under contract with them that my contract expired in oct.2011. i absolutly will not pay for a company to come to my home to pick up what allready belongs to them!! also i was told if i didnt pay that it could go against my credit rating. what is this?? gustopo business?

Desired Settlement: dont bill me for this rediculous fee!!

Business Response:

From: ******* ****** ***********************************
Sent: Friday, January 20, 2012 2:09 PM
To: *************************
Cc: ***** ****** ** ******* ***** ****** ******
Subject: ****** ******

 

 

 

AmeriGas       

                                          America’s Propane Company

 

                                                                               

                                                                            January 18, 2012

 

Better Business Bureau, Inc

Attn: ****** *****

2800 Euclid Avenue, 4th floor

Cleveland, Ohio 44115

 

 

            Re:      ** *****; Complaint # *******

 

Dear *** *****:

 

            Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint.  Upon receipt of your letter, AmeriGas conducted an investigation of the allegations set forth in *** ******* complaint regarding AmeriGas’ service termination fee.

 

AmeriGas’ terms and conditions state that the “Customer agrees to pay AmeriGas’ fees, rates and charges in effect on the date that propane or equipment is delivered or services are rendered.” In addition, the following language regarding changes to AmeriGas’ terms and conditions is also included:

 

CHANGES TO THE AGREEMENT. AmeriGas reserves the right to change these Terms and Conditions (other than fees, rates, and charges, which may be changed without prior notice) at any time by giving Customer thirty (30) days prior written notice of the change(s). The notice of change may be in the form of a bill insert or other written notification. By accepting delivery of propane or by paying any fees, rates, or charge after Customer has been given notice of the change(s), Customer will be deemed to have agreed to the change(s).

 

Our terms and conditions are provided to customers in various ways. Upon commencing service, AmeriGas customers are generally provided with our Propane Supply Agreement, which sets forth AmeriGas’ terms and conditions. In addition to our supply agreement, our terms and conditions and explanations of various fees and charges are sent periodically to each active customer and are also available on the reverse of every invoice received by each customer and on AmeriGas’ website (www.amerigas.com).

 

On September 21, 2011, AmeriGas updated its terms and conditions and notice of the changes were sent to existing customers, including *** *****. AmeriGas’ new terms and conditions became effective thirty (30) days from that date. One of the changes to AmeriGas’ terms and conditions was the service termination fee. AmeriGas charges a service termination fee in the amount of $100.00. This fee covers the cost of the labor associated with disconnecting service or removing equipment when a customer terminates service, including all aspects of the administrative process necessary to close the account. Please note that it is standard industry policy to charge pick-up, disconnect, and restocking fees upon termination of service.

 

            I trust the explanation provided herein addresses *** ******* concerns. If you require further information on AmeriGas’ policies, please do not hesitate to contact me directly at 800-453-8356. 

 

                                                                        Sincerely,

                                               

 

                                                                        ****** ******           

                                                                        Customer Resolution Specialist

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards, as far as this changes to the agreement clause: all i have to say is i never recieved notification!!, i live alone so noone else got my mail and the dog didnt eat it!! also since i notified them by phone in the summer of 2011 when i told them i wanted to cancel and their rep advised me not to cancel untill after october when my contract ended so i would not be charged a early cancelation fee and was told to use all the gas up so i would not be charged a pump out fee and no menton of a termination fee even though i ask if there was any other fees. since then i did not lock in on a price for propane, i never puchased any propane i never paid any fees, rates or surcharges!!

 

** *****

 

 

 

BBB's Final Determination: Business failed to follow through with a partial (less than 100%) settlement offer in a timely manner.

5/4/2012 Problems with Product/Service
5/4/2012 Problems with Product/Service
5/4/2012 Delivery Issues
5/4/2012 Billing/Collection Issues
5/4/2012 Billing/Collection Issues
5/3/2012 Billing/Collection Issues
5/3/2012 Problems with Product/Service
5/3/2012 Problems with Product/Service
5/3/2012 Problems with Product/Service
5/1/2012 Billing/Collection Issues
5/1/2012 Billing/Collection Issues
5/1/2012 Billing/Collection Issues
5/1/2012 Problems with Product/Service
4/27/2012 Problems with Product/Service
4/27/2012 Problems with Product/Service
4/24/2012 Billing/Collection Issues
4/23/2012 Problems with Product/Service
4/22/2012 Billing/Collection Issues
4/22/2012 Billing/Collection Issues
4/21/2012 Billing/Collection Issues
4/20/2012 Delivery Issues
4/20/2012 Problems with Product/Service
4/19/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Amerigas has a policy of charging yearly rent on tanks if a order is not placed within a specific timeframe.I was billed for a tank rental. I called customer service and was told that if I placed an orde for a full tank that day, the tank rental would be waved. It took them over a month to deliver propane. My next invoice was for propane delivered and tank rental plus late fees. I paid the amount for the propane only. Next invoice (and two after that) were for additional late fees and rental. I responded in writing on all three invoices as directed on the invoices with NO response.In mid January a service person unhooked and locked out the tank, leaving a paper inside the tank lid instead of coming to the door.I have had several emails with Amerigas explaining the situation. I received one email from customer service not answering any questions just stating that the lock would not be removed without full payment and $100 rehook fee. A manager sent me two emails stating that Westlake (OH) service center would contact me wiythin two days. They did not. I had to pay the entire amount so my wife could teach a karate lesson to some children she had promised to do. It is not a surprise that once they received their money, which I do not feel they were owed, they refuse to respond. This was clearly the payment of ransom. Terrible policy, terrible customer service.I expect the entire amount to be refunded.

Desired Settlement: I expect the entire amount to be refunded. It was over $300.

Business Response:

February 23, 2012

Better Business Bureau, Inc.

Attn: ****** *****

2800 Euclid Avenue, 4th Floor

Cleveland, Ohio 44115

 

         Re:  ******* ****** ********* * *******

            Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to *** *****’s consumer complaint regarding tank rent billed to his account and is requesting that tank rental fees charged to the account be credited back to the account. Upon receipt of the complaint, AmeriGas conducted an investigation of the allegations contained therein.  AmeriGas has now concluded its investigation and provides the information below.

AmeriGas records indicate that *** ***** became an AmeriGas customer in 2007 and has been guided by the AmeriGas terms and conditions since that time.

AmeriGas’ terms and conditions state that “Customer agrees to pay AmeriGas’ fees, rates, and charges in effect on the date that propane is delivered or services are rendered.” Specifically with respect to tank rent, our terms and conditions contain the following language: “AmeriGas will lease and provide to Customer various equipment, including a propane storage tank or cylinder, regulator(s) and related equipment and appurtenances (“the Leased Equipment”). Customer agrees to pay AmeriGas annual rent during the period the Leased Equipment is used.” *** ***** is leasing a 120 gallon propane tank. No tank rent is charged for a tank of this size if the customer purchases at least 96 gallons of propane in a 12 month period. During the 12 month period for which *** ***** was charged tank rent, December 2009 to December 2010, he did not meet the minimum requirements and was charged tank rent in the amount of $103.31 on January 7, 2011.

*** ***** contacted AmeriGas on January 31, 2011 regarding the tank rental charge. AmeriGas offered to waive the tank rent billed to the account as a courtesy, if *** ***** agreed to place a fuel order at that time.  The customer agreed and took a fuel delivery of 70.4 gallons on March 17, 2011. Due to an over sight and computer system changes the credit for tank rent was not applied to *** *****’s account. *** ***** was contacted by AmeriGas Collections and paid the balance of $ 308.30 (tank rent and late fees). In response to his complaint AmeriGas has issued credit for the waived fees and has requested that a refund check be mailed to *** ***** in the amount of $308.30.

Please be advised that if minimum fuel purchase requirements are not met for the current season, tank rental charges will apply.

Should you require any further information, please do not hesitate to contact me directly at 800-453-8356 ****** * **** ****** 1.

           

Sincerely,

                                                

                                                                                    ****** ******
                                                                                    Customer Resolution Specialist

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is probably all that is possible and I will accept it. It is very unfortunate that it took this much time and effort to get a simple response from Amerigas. They are not doing me a favor here, they are simply agreeing to return money to which they were not entitled to.

I spoke with a local propane supplier and they state that it would never take their company 2 months to deliver propane, they would not charge tank rental and, as a matter of policy, respond to all customer service issues in a timely manner. They assure me that if they receive an issue from a customer in writing that a written response would be sent within 10 business days.

I guess I should have shopped around before choosing Amerigas. I should sign this letter with a customer number as it is doubtful that the Amerigas customer service department will recognize a customer name.

Regards,

******* ***** 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

From: **** ***** ************************************
Sent: Tuesday, March 27, 2012 5:32 PM
To: *************************
Subject: Please reopen Complaint *******
Importance: High

After their response, I assumed that this matter was closed. I do not know why I am surprised but they did NOT send a check.
 
The WORST customer service I can recall receiving. I get the feeling that this is their goal! I have put enough time and effort into this that I do not believe I will consider the matter closed if they actually do simply reimbure what is by their own admission mine.

Business Response:

April 6, 2012

 

 

 

Better Business Bureau, Inc.

Attn: ****** *****

2800 Euclid Avenue, 4th Floor

Cleveland, Ohio 44115

 

         Re:  ******* *****; Complaint # *******-rebuttal

           

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to *** ******* consumer complaint regarding tank rent billed to his account and is requesting that tank rental fees charged to the account be credited back to the account. Upon receipt of the complaint, AmeriGas conducted an investigation of the allegations contained therein.  AmeriGas concluded its investigation and provided the information to our office. AmeriGas has received additional information from *** ***** that he is not satisfied completely with the previous response, due to not receiving his refund check by mail.

 

AmeriGas records indicate that *** ***** requested a refund check for a credit balance on his account in the amount of $308.30. Due to an over sight on AmeriGas’ part the refund request did not get processed in a timely matter. The request has been approved and a refund check will be printed for the customer on April 6, 2011 and will be expressed mailed via Fed-ex to the customer on April 9, 2012.

 

Should you require any further information, please do not hesitate to contact me directly at 800-453-8356 ****** * **** ****** *.

           

Sincerely,

                                               

 

 

                                                                                    ****** ******

                                                                                    Customer Resolution Specialist

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2012 Problems with Product/Service
4/19/2012 Problems with Product/Service
4/17/2012 Problems with Product/Service
4/17/2012 Problems with Product/Service
4/17/2012 Billing/Collection Issues
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3/9/2012 Problems with Product/Service
3/8/2012 Billing/Collection Issues
3/8/2012 Problems with Product/Service
3/8/2012 Problems with Product/Service
3/7/2012 Billing/Collection Issues | Complaint Details Unavailable
3/7/2012 Billing/Collection Issues
3/6/2012 Billing/Collection Issues
3/6/2012 Problems with Product/Service
3/6/2012 Billing/Collection Issues
2/28/2012 Problems with Product/Service
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2/15/2012 Billing/Collection Issues
2/15/2012 Problems with Product/Service
2/15/2012 Problems with Product/Service
2/15/2012 Problems with Product/Service
2/14/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: AmeriGas claims that I entered into a verbal contract with them for the Value Plan for the heating season 2011-12. I did not. I received a bill for $1800.53 dated 9/2/11. I contested the bill by phone and they said the contract was valid. I received a "final" bill dated 10/7/11 for $1800.53. On Oct 10, 2011 I sent sent a letter to three Amerigas locations because it wasn't clear who was in charge of the problem. The letter stated "This bill is disputed. The Value Plan was never put into effect. No gas was delivered. Service has been terminated. Please issue a credit at once." I have not heard back. This is the first year they have offered the Value Plan, which is a plan where some of the heating season's bill can be paid in advance for a lower price/gallon. I received no written info on the Value Plan and I never signed a contract.

Desired Settlement: I would like a written statement saying that a credit has been issued and that I do not owe Amerigas any money.

Business Response:

From: ******* ****** ***********************************
Sent: Friday, February 03, 2012 1:51 PM
To: *************************
Cc: ****** ******* ******** ******** ***** ****** *
Subject: ********* ******** *** *********** 
 

February 2, 2012

Better Business Bureau, Inc.
Attn: ******* *****
2800 Euclid Avenue, 4th Floor
Cleveland, Ohio 44115 

Re:  ******** ********* ********* * ******* 

Dear *** *****:

            AmeriGas Propane L.P. (“AmeriGas”) is in receipt of *** ********** consumer complaint regarding being invoiced for contracted gallons. AmeriGas appreciates the opportunity to respond to *** ********’s complaint.  Upon receipt of the complaint, AmeriGas conducted an investigation into the allegations contained therein.  AmeriGas has concluded its investigation and provides the information below.

 AmeriGas records indicate that *** ******** spoke with an agent from AmeriGas, on August 1, 2011 regarding her being re-enrolled into the AmeriLock pricing program. *** ******** felt that the pricing and re-enrollment fee of $112.00 was too costly and requested to cancel the pricing program on her customer owned tank.  At this time the agent offered *** ******** a Value plan program pricing program. The value plan was explained to ** ********.  This plan offered the customer to purchase a set amount of gallons at a value rate of $2.749 with an enrollment fee of $49.99. The program was set up for *** ******** on a verbal contract over the phone. *** ******** agreed to purchase 2050 gallons of propane at a price of $2.749 and paid the $49.99 enrollment fee over the phone.  The customer was also advised that if she canceled service or did not use the total 2050 gallons by the end of the contract (6/30/2012) she would be billed for 30% of the unused gallons. *** ******** agreed to this verbal contract.  

*** ******** was in the local office on September 1, 2011 and decided to cancel service. *** ******** has not yet taken a fuel delivery under the Value Plan pricing program she signed up for on August 1, 2011.t. Thus, by canceling her service and pricing contact with AmeriGas, the account was billed for 30% (2050 x 30%= $1800.53) of the unused/delivered gallons outlined in the verbal contract.  In the interest of customer satisfaction AmeriGas has agreed to waive the charge for unused gallons billed to her account. The customer has cancelled service with AmeriGas and will not be eligible for the Value Plan pricing rate.  

If you have any further questions or require any additional information please contact me at (866) 767-1100 *******.                                                                        
                                                                                                                               

                                                                         Sincerely,

                                                                                                                                                                                                                         ****** ******

                                                                         Customer Resolution Specialist                                                                        

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/13/2012 Problems with Product/Service
2/9/2012 Problems with Product/Service
2/6/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 9/11 I decided to check for cheaper propane co. Called Amerigas 1st to see if $2.99/gal. price was a misprint. Told it was correct & that they decided to fill my tank on last day of propane yr. on 5/12/11 so I received 5 deliveries instead of my usual 4. I told them that I didn't want to pay $2.99/gal. as it was extremely high. I spoke to *** 1-866-243-5470, **** 1-440-563-3210, ******r (unsure of #)and ***** and ***** at 1-440-808-9743. Each time I called they kept lowering the price(examples: 2.749/gal.,2.50/gal.,$50.00 off coupon, $100 off coupon) & I should consider the offer. After many calls to Amerigas I decided to call ****** on 9/28/11 at 1-440-808-9743 to cancel. I called her 4-5 times before she returned my call. ****** said she would contact Ashtabula,OH to arrange for tank to be removed & that I didn't have to do anything further. I requested that tank be removed by 10/4/11 as my new propane co. would be doing a hook up. I got hooked up with my new co. & the new co. had to disconnect the Amerigas tank & move it because as of today 1/3/12 Amerigas hasn't come to get the tank. I left messages for ****** at the above # and no response. Finally I called ***** at the Westlake office and she said that she could see my 9/28/11 disconnect call was on computer in front of her. Nothing happened. Finally, got a call from a rude man saying that I didn't tell ****** of wanting to disconect & that they would come and get the tank as required . The Amerigas propane tank is still sitting in my neighbor's yard-tomorrow will be 4 mo.! The tank is over 60% full as I found out when it was moved. Amerigas keeps sending me bills from over $200 to over $2000.00. They sign a contract and then add $112 site fees, increase pump out fees, add, increase late fees, add debit memos, raise delivery fees, raise lease fees, add hazard fees etc. when ever they feel like it. I kept all papers. I can't pay bill for propane used-don't know amt. They didn't disconnect-no fee there & as for late fees-I called 9/28/11!

Desired Settlement: Please have them get tank from my neighbors yard ASAP--it's dangerous by his driveway.Settle account for amount of propane used at 5/12/11 price. Less than 20 gallons.Due to uncooperation and rudeness on their part no additional fees should be charged.Have them reach tank through snow on their own because they could have gotten tank in good weather.Please inform others of this company.

Business Response:

From: ******* ****** ***********************************
Sent: Friday, January 20, 2012 12:55 PM
To: *************************
Cc: ****** ******* ***** ****** ** ******* ****
Subject: ********** **** *** *** ************

Re:  **** *** ********** ********* * *******

 

           

Dear *** *****:

           

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above referenced consumer complaint. Upon receipt of your letter, AmeriGas conducted an investigation of the allegations contained therein. According to the complaint, *** ********* asserts that she contacted AmeriGas to terminate service and requested that the 500 gallon propane tank on her property be removed.  She is also requesting credit for the remaining propane in her tank and the account not to be invoice any fees for termination her account.  According to *** *********, the tank has not been removed. AmeriGas has concluded its investigation and provides the following information.

AmeriGas’ Rome Ohio office informs me that the propane tank was removed from *** *********’s  premises on January 6, 2011, her account has been issued credit for  the fuel removed from the tank. AmeriGas has closed and final billed *** *********’s with no additional fees. A refund in the amount of $194.11 is in process of being mailed to *** *********.

 

We apologize for any inconvenience that may have been caused. In light of the foregoing, AmeriGas reasonably believes that this matter has been resolved.  Should you require any further information, please do not hesitate to contact me directly at 800-453-8356 ****** * then ****** *.

           

Sincerely,

                                               

 

 

                                                                                    ****** ******

                                                                                    Customer Resolution Specialist

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

From: **** *** ********* *****************************
Sent: Tuesday, January 24, 2012 6:44 PM
To: *************************
Subject: complaint ID*******

 

Thank you so much for your help with my complaint against Amerigas of Ohio.  However, Amerigas is still a problem.  Today, I received a final bill from Amerigas. The bill is difficult to understand, but they are charging a $150.00 instead of the $60.00 termination fee quoted by ****** at 440-808-9743 and by the rude man that said they would "eventuallty" (this is not his word---it's mine but, I just wanted to sum up his response briefly in one word) come and get their tank.  I was specifically told that if I cancelled by 9/3011 (I called 9/28/11) the termination fee would be $60.00.  It also appears that they have charged me $113.00 with the words "TOTAL OTHER" to the left (no other explaination given).  I did receive a call on 1/19/12 from a young man (my caller ID said Unknown Caller--I thought this situation was settled and regret that I did not get his name) who called to get a payment but noticed my account was settled and I said would be receiving a check for $194.11 in a few days. The E-mail *** *****, in your office, received said "A refund of $194.11 is in process of being mailed to *** *********.".  My final bill said "Please allow four weeks from the date of this invoice for this refund to be proccessed." (dated 1/19/13).

 

According to the information on my final bill,  Amerigas owes me an additional $203.00 ($90.00 for over charge on termination and $113.00 for whatever TOTAL OTHER may be).  This does not include the $194.11.  I'm so confused, I must have 15 bills from them!  I hesitate to call them directly due to this problem taking so long to settle and my calling the BBB.  Whatever the refund, it looks like it's still not correct... and "a few days/in process of being mailed" is not the same as waiting four weeks for a refund.  That is entirely too long.  Perhaps I should request interest since 9/28/11!  Please contact me as soon as possible.  Thank you, again.

                                                                                                                                      **** *** ********* 

Business Response:

From: ******* ****** ***********************************
Sent: Friday, January 27, 2012 3:51 PM
To: *************************
Cc: ******* ***** ***** ****** ** ****** ******
Subject: ********** **** *** *** ******* ******** *****

 

 

AmeriGas      

 

                                      America’s Propane Company

 

           

           

January 27, 2012

 

 

Better Business Bureau, Inc.

Attn: ******* *****

2800 Euclid Avenue, 4th Floor

Cleveland, Ohio 44115

 

 

         Re:  **** *** ********** ********* * *******-rebuttal

           

Dear *** *****:

           

AmeriGas Propane L.P. (“AmeriGas”) is in receipt of *** *********’s consumer complaint regarding the removal of the 500 gallon propane tank from her property. She was also requesting credit for the remaining propane in the tank and not to be invoiced any fees for termination her account. A response was previously sent regarding *** *********’s dispute and she feels that her complaint has still not been resolved. *** *********’s states that the AmeriGas is chare her a termination fee in the amount of $150.00 rather than the $60.00 fee that was previously quoted. The customer feels that she is due an additional refund of $ 203.00 ($90.00 for the overcharge of the termination fee and an additional $113.00 other fees) is due to her. AmeriGas conducted an investigation into the allegations contained therein.  AmeriGas has now concluded its investigation and provides the information below.

 

As previously responded:

 

AmeriGas’ Rome Ohio office informs me that the propane tank was removed from *** *********’s premises on January 6, 2011, her account has been issued credit for the fuel removed from the tank. AmeriGas has closed and final billed *** *********** with no additional fees. A refund in the amount of $194.11 is in process of being mailed to *** *********.

 

Per AmeriGas records *** ********* was invoiced an early termination fee in the amount of $150.00 for the cancellation of her AmeriLock contract on 10/7/11. This termination fee was waived and removed as part of the termination process. Also removed was an Amerilock re-enrollment fee in the amount of  $112.00. The account in question had a remaining balance in the amount of $538.57 for a fuel delivery in May 2011. A total of 325.0 gallons of propane were removed from the tank and a credit in the amount of $812.18 was applied to the account. The account was billed a pump out fee in the amount of $79.50 ($75.00 + tax) for the removal of the propane. In response to *** *********’s complaint AmeriGas feel that the refund amount issued to the customer is valid and no other credit is due.

 

In light of the foregoing, AmeriGas reasonably believes that this matter has been resolved.  Should you require any further information, please do not hesitate to contact me directly at 800-453-8356 ****** * then ****** *.

           

Sincerely,

                                               

 

 

                                                                                    ****** ******

                                                                                    Customer Resolution Specialist

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/6/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: hello, AmeriGas keeps sending me a bill for the rental of the propane tank and propane. I have never had or used propane at my address. I have called them 4 times and they say they will fix it but the next month I get another bill.

Desired Settlement: have them take me off thier books. and quit sending me a bill for something i have never used.

Business Response:

From: ******* ****** ***********************************
Sent: Friday, January 27, 2012 3:57 PM
To: *************************
Cc: ******* ***** ******** ******* ***** ****** *
Subject: ***** ***** *** ************

 

 

  January 27, 2012

 

 

Better Business Bureau, Inc.
Attn: ****** *****
2800 Euclid Avenue, 4th Floor
Cleveland, Ohio 44115

 

         Re:  ***** ***** ***** ********* * *******

 

Dear *** *****;

           

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to *** ****’s consumer complaint regarding being invoiced for tank rent and claims he was never an AmeriGas customer. Upon receipt of your letter, AmeriGas conducted an investigation of the allegations contained therein.

 

AmeriGas sales records indicate the *** **** did contact AmeriGas in August 2007 to establish propane service at **** ****** ***** **** ******* **** *****. It appears that once the account was set up in *** ****’s name that the service was canceled. The account in *** ****’s name was not properly removed from AmeriGas electronic records. Account files were recently transferred to a new account system and the account listed in *** ****’s name was activated.  AmeriGas apologizes for the inconvenience that this has caused. Please be advised that the account in question has been cleared of the balance. It has also been final billed and closed.

 

Should you require any further information, please do not hesitate to contact me directly at 800-453-8356 ****** * **** ****** *.

           

Sincerely,

                                               

 

 

                                                                                    ****** ******

                                                                                    Customer Resolution Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/6/2012 Problems with Product/Service
2/4/2012 Billing/Collection Issues
2/3/2012 Problems with Product/Service
2/3/2012 Problems with Product/Service
2/3/2012 Problems with Product/Service
2/2/2012 Problems with Product/Service
2/1/2012 Problems with Product/Service
2/1/2012 Problems with Product/Service
1/31/2012 Problems with Product/Service
1/30/2012 Problems with Product/Service | Complaint Details Unavailable
1/28/2012 Problems with Product/Service
1/28/2012 Problems with Product/Service
1/28/2012 Problems with Product/Service
1/28/2012 Delivery Issues
1/28/2012 Billing/Collection Issues
1/23/2012 Problems with Product/Service | Complaint Details Unavailable
1/21/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: canceled my propane account on 09/14/2011. as of 1/3/2012 the 500 gal propane tank still sits in my front yard with 300 gal propane in it. they said it would be removed within 90 days of9/14/2011. after many calls they will not remove it.

Desired Settlement: remove the tank from my property and refund the amount of the gas in tank.

Business Response:

From: ******* ****** ***********************************
Sent: Friday, January 13, 2012 9:50 AM
To: *************************
Cc: ******** ******* ******* ***** ***** ****** *
Subject: ****** **** *** ************                                                         January 13, 2012

 

 

Better Business Bureau, Inc.

Attn: ****** *****

2800 Euclid Avenue, 4th Floor

Cleveland, Ohio 44115

 

         Re:  **** *****;  Complaint  #*******           

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to *** ******* consumer complaint regarding the delay of tank pick up at his location and refunded for the fuel remaining in the tank. Upon receipt of your letter, AmeriGas conducted an investigation of the allegations contained therein. According to the complaint, *** ***** asserts that he contacted AmeriGas to terminate service and requested that the 500 gallon propane tank on his property be removed on September 14, 2011. *** ***** is requesting that the tank be removed from his property and his account be issued credit for the remaining fuel in the tank.

 

The local AmeriGas office  informs me that the propane tank was picked up on or about January 10, 2012. The account is in process of being final billed and closed. Credit will be issued to the account for the propane removed from the tank. *** ***** will then be mailed a refund check for the remaining balance on the account.

 

Should you require any further information, please do not hesitate to contact me directly at 800-453-8356 option 7 then ****** *.

           

Sincerely,

                                               

 

 

                                                                                    ****** ******
                                                                                    Customer Resolution Specialis

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/14/2012 Problems with Product/Service
1/13/2012 Problems with Product/Service
1/13/2012 Problems with Product/Service
1/12/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We had a contract with Amerigas we called them & let them know we were switching carriers as their prices were higher. We still had propane in the tank that we had purchased. We agreed that they would come pick up the tank on 10/21/11. On 10/19/11 they came onto our property when we were not home & took the tank - leaving us with out any way to bathe or cook. My family had to go out dinner and incur a bill we couldnt afford! I called the office & spoke with the manager Kevin & he told me we "kicked them to the curb & they can do whatever they want". He told me to read my contract but we had an agreement for the date and time for the tank pick up & they didn't even bother to call first. I will never do business with this company again & we just want the money returned for the remainder of the propane that was in the tank when they removed it.

Desired Settlement: We want the money owed to us for the propane that was left in the tank when they took it back 20%

Business Response: Thank you for the opportunity to comment on this account. As you can see by the attached paperwork, your claimant is not the principal. However, the facts speak for themselves. it is stated in Amerigas contract that customers are charged a 75.00 restock fee. in the case of account ********* the customer had twelve gallons of propane remaining in the tanks that we picked up. The customer paid 4.219 per gallon .12 gallons x4.219 = 50.63. The credit for the gas is 50.63, the restock fee ids 75.00. In essence, the customer owes Amerigas 24.37. In light of this case we did not bill the customer for the remaining twenty four dollars and thirty seven cents.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/11/2012 Problems with Product/Service
1/11/2012 Billing/Collection Issues
1/9/2012 Problems with Product/Service
1/8/2012 Problems with Product/Service
1/6/2012 Problems with Product/Service
1/3/2012 Problems with Product/Service
12/29/2011 Billing/Collection Issues
12/29/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my gas with amerigas back in august.I still had gas in my tank that was pumped out and that I need credit for.I have called and stoped in the local office in marion only to be told it was being taken care of.It has been four months now and have not received payment.If I would take this long to pay a bill they would be charging me interest,so I feel they should pay me what they owe plus the interest that they would charge me if it was the other way around.

Desired Settlement: My refund is around 240 dollars plus interest.

Business Response:

 

From: ******* ****** ***********************************
Sent: Tuesday, December 20, 2011 1:17 PM
To: *************************
Cc: ***** ****** ** ******* ***** ********* ****
Subject: ****** ***** *** ***********

 

December 20, 2011

 

 

 

Better Business Bureau, Inc.

Attn: ******* *****
2800 Euclid Avenue, 4th Floor

Cleveland, Ohio 44115

 

 

 

Re:  ***** ****** ********* * ******* 

 

Dear *** *****:

 

            AmeriGas Propane L.P. (“AmeriGas”) is in receipt of *** ****** consumer complaint regarding a refund check for a credit balance on his account. AmeriGas appreciates the opportunity to respond to *** ******* complaint.  Upon receipt of the complaint, AmeriGas conducted an investigation into the allegations contained therein.  AmeriGas has concluded its investigation and provides the information below.

 

Our records indicate that *** ***** contacted AmeriGas on or about August 12, 2011 to cancel service with AmeriGas and requested credit for the remaining propane in the tank.  The tank in question was pumped out and removed from *** *****’ property on August 26, 2011. The account was issued credit for 315 gallons that were pumped out of the tank and *** *****’ account was billed a restocking fee for the removal of the propane. Once the account was final billed and closed a refund check was to be issued to *** ***** in the amount of $224.57 for the credit balance on his account. Due to an oversight *** *****’s account was not final billed in a timely manner.  The account was final billed on December 7, 2011;  a refund check was mailed to *** ***** on December 14, 2011.

 

If you have any further questions or require any additional information please contact me at (866) 767-1100 ext ****.

                                                           

                                                                                                                                               

                                                                         Sincerely,

                                                                   ****** ******                                                           

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/28/2011 Problems with Product/Service
12/28/2011 Billing/Collection Issues
12/27/2011 Billing/Collection Issues
12/24/2011 Billing/Collection Issues
12/24/2011 Billing/Collection Issues
12/24/2011 Billing/Collection Issues
12/23/2011 Problems with Product/Service
12/22/2011 Problems with Product/Service
12/21/2011 Billing/Collection Issues
12/21/2011 Problems with Product/Service
12/17/2011 Problems with Product/Service
12/15/2011 Problems with Product/Service
12/14/2011 Problems with Product/Service
12/14/2011 Problems with Product/Service
12/13/2011 Billing/Collection Issues
12/10/2011 Problems with Product/Service
12/10/2011 Problems with Product/Service
12/9/2011 Problems with Product/Service
12/9/2011 Billing/Collection Issues | Complaint Details Unavailable
12/9/2011 Problems with Product/Service
12/8/2011 Delivery Issues
12/6/2011 Delivery Issues
12/1/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In September 2009, I bought my home and had to move my 1000 gallon propane tank off of my neighbors property. I worked with Amerigas and ended up having two 1000 gallon tanks on my property to get it to a safe level to be moved. The safe level was achieved by the beginning of November 2009. I made numerous calls to Amerigas for them to remove the second tank. This didn't happen until May 2010, after numerous cancellations and rescheduling on their part. I have currently changed propane providers from Amerigas to Pyrofax. I called three weeks ago to have them remove their tank from my property and said that it could not be done until we were hooked up with our new provider. Today we are now hooked up to Pyrofax and gave Amerigas a call and mailed them a signed letter cancelling our service with them and requesting that they please pick up their tank ASAP. However no one could give me an appointment time or date. It was like I was going through the original process when I first became their customer. Right now I have a 1000 gallon propane tank with over 500 gallons just sitting with no timeframe for the tank removal or the refund of the fuel.

Desired Settlement: Remove 1000 gallon propane tank and receive refunds from credit owed and the price of the 500+ gallons of propane, in no more then 20 days from today.

Business Response:
November 30, 2011

Via Email (compl-aints(rDbost0n.bbb.0rg) Better Business Bureau of Eastern Massachusetts, Maine, Rhode Island and Vermont 290 Donald Lynch Boulevard, Suite 102 Marlborough, MA 01752-4705
Re: ******* ********** Complaint N0. *******

Dear Better Business Bureau:
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. Upon receipt of your letter, An1eriGas conducted an investigation of the allegations set forth in Mr. *********’s complaint. According to the complaint, Mr. ********* asserts that he changed propane suppliers and he would like AmeriGas to remove a 1000 gallon propane tank and refund him for the propane remaining in the tank.AmeriGas’ Sales and Service Manager informs me that the propane tank is scheduled to be removed on November 30, 2011. According to a recent tank reading, there is 50% of propane remaining in the tank. On November 22, 2011, a refund check (No. ********) in the amount of $1,456.65 was mailed to Mr. *********.Should you have any further questions, please feel free to contact me at (610) 992-3203.

Sincerely,
***** ****** *********
cc: **** ************ Senior Counsel
******* ****** ***
** *** **** ****** ****** ** ***** ***** ********

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.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

AmeriGas did remove the tank today and I have received my refund for the fuel.  Thank you for helping me in this matter.


Regards,

******* *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/30/2011 Problems with Product/Service
11/30/2011 Problems with Product/Service
11/30/2011 Billing/Collection Issues
11/30/2011 Problems with Product/Service
11/30/2011 Advertising/Sales Issues
11/29/2011 Billing/Collection Issues
11/29/2011 Billing/Collection Issues
11/29/2011 Billing/Collection Issues
11/29/2011 Billing/Collection Issues
11/29/2011 Problems with Product/Service
11/29/2011 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On October 31, 2010 I moved out of my apartment and notified ******** by phone to fill the apartment's propane tank one final time, bill me for the final propane fill-up, and close my account. An ******** representative told me that this would be taken care of. The final propane delivery was made, I provided full payment, and called ******** to confirm that my account was closed. The representative told me that my account was closed. In April 2011 I received a bill from ******** at my new address for propane service at the apartment that I vacated on October 31, 2010. I contacted ******** and was told that my account should have been closed and I am not responsible for the charges. Since April I have received at least five "reminder" bills and I have called ******** each time to resolve the issue. During these calls I have received varying responses from the customer service representatives. Some have told me that the account is closed and the charges will be removed from my name, and others have told me that they will look into the issue and call me back, although I never received a call back. I have called numerous ******** offices, our local office, the billing inquires line, and the 1-800 customer care line. I also sent a letter to the local office and ******** ******** **** in *******, ** requesting resolution of this issue but I have not received a response. I continue to receive a reminder for payment due. ******** needs to resolve this billing issue immediately. My account should have been closed in late 2010 and therefore no propane charges should have appeared on my account in 2011. I have made numerous attempts to resolve this issue directly with ******** with no success.

Desired Settlement: I would like ******** to confirm in writing that my account was closed in 2010 and that I am not liable for any propane charges incurred at the apartment in 2011 since I vacated the apartment on October 31, 2010. I also request a billing adjustment showing a balance due of zero on my account.

Business Response:  
Amer|Gas@
Amerr'ca’s Propane Company
November 14, 2011
Via Email (************************** ****** ******** ****** ** ******* ************** ****** ***** ****** *** ******* *** ****** ***** ********** ***** *** ************ ** ********** *** ******* ******** ********* *** *******
Dear Sir/Madam:
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint. Upon receipt of your letter, AmeriGas conducted an investigation of the allegations set forth in Ms. *******’s complaint. According to the complaint, Ms. ******* asserts that on October 31, 2010, she notified AmeriGas that she was moving and that the propane tank should be filled once more. Ms. ******* contends that she received her final propane delivery and made a full payment. According to Ms. *******, in April 2011, she received an invoice from AmeriGas for propane service at her prior address. Ms. ******* is requesting that her account be appropriately adjusted. AmeriGas has concluded its investigation and provides the following information.A1neriGas’ records indicate that the propane service charges and all associated late fees were removed from Ms. *******’s account and the account was closed With a zero balance on September 19, 2011.In light of the foregoing, A1neriGas reasonably believes that this matter has been resolved. Should you have any further questions, please feel free to contact me at (**** ********.Sincerely,
* ***** *****, Paralegal
cc: **** ************ Senior Counsel
** *** **** ****** ****** ** ***** ***** ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/29/2011 Problems with Product/Service
11/29/2011 Billing/Collection Issues
11/29/2011 Problems with Product/Service
11/28/2011 Problems with Product/Service
11/28/2011 Billing/Collection Issues
11/28/2011 Problems with Product/Service
11/28/2011 Advertising/Sales Issues
11/23/2011 Problems with Product/Service
11/23/2011 Billing/Collection Issues
11/22/2011 Billing/Collection Issues
11/22/2011 Billing/Collection Issues
11/22/2011 Problems with Product/Service
11/22/2011 Billing/Collection Issues
11/19/2011 Billing/Collection Issues
11/19/2011 Problems with Product/Service
11/19/2011 Problems with Product/Service
11/16/2011 Problems with Product/Service
11/16/2011 Billing/Collection Issues
11/16/2011 Problems with Product/Service
11/15/2011 Problems with Product/Service
11/13/2011 Problems with Product/Service
11/13/2011 Billing/Collection Issues
11/11/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This comapny has no contract, but is trying to charge a fee to cancel the Amerilock Program, with a fee of $150.00. I did not sign a contract or obligate to pay for Amerilock. i recieved a bill with a fee for Amerilock and called to cancel. The Gentleman told me to just disregard the bill. I recieved a phone call from a lady saying that I will be charged a $150.00 for cancelling the Amerilock because it was out of the enrollment period of the contract. How can you only have this in terms and conditions and say it was a contract, but not have a contract? Amerigas sends out terms and conditions in Oct. I have not recieved terms and conditions and was told they could arrive any day. Amerigas will not close my account at my request until $150.00 fee is paid. I do not agree with this and believe they are being unfair to customers who choose to not purchase the Amerilock Program every year.

Desired Settlement: I would like the $150.00 remove from my account and the account closed.

Business Response:

AmeriGas

                America’s Propane Company

 

                                                November 7, 2011

 

Better Business Bureau, Inc.

Attn: ******* *****
2800 Euclid Avenue, 4th Floor

Cleveland, Ohio 44115

 

            Re:      **** ******* ********* * *******                      

           

Dear *** ******
 

            Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to the above-referenced consumer complaint.  Upon receipt of your letter, AmeriGas conducted an investigation of the allegations set forth in Mr. ******** complaint regarding a pricing program early termination fee. 

           

Mr. ****** has been an AmeriGas customer since December 1996 with his customer owned tank. A recent review of Mr. ******** account indicates that he was enrolled in our AmeriLock price protected program. The AmeriLock program allows customers to receive deliveries at a protected price per gallon. The yearly enrollment fee for the AmeriLock program is $112.00. Unless canceled by the customer, their account is automatically re-enrolled in the AmeriLock program each year. The pricing program that Mr. ****** was re-enrolled in covers the period from July 1, 2011 through June 30, 2012. Per the terms of the protected pricing program, the customer may be billed an early termination fee in the amount of $150.00 upon canceling the pricing program. According to our records, Mr. ****** called to cancel service and his enrollment in the AmeriLock program on or about October 19, 2011, approximately 8 months prior to the time his enrollment was scheduled to expire, and as such, was appropriately charged an early termination fee. AmeriGas has reviewed Mr. ******** dispute in regards to the $150.00 early termination fee and has decided to waive the fee.

 

            In light of the foregoing, AmeriGas reasonably believes this matter has been resolved. If you require any further information on AmeriGas’ policies, please do not hesitate to contact me directly at 800-453-8356. 

 

                                                                        Sincerely,

                                               

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** ****** 

I accept that they have waived the cancellation fee, but they keep sending a bill for the lock in fee and I requested to have my account closed. I recieved another bill today(11/08/11), for $297.00 PAST DUE. That would include the lock in fee and cancellation fee. I do not want to do business with Amerigas any longer and they keep sending the bills.

Thank you for you effort in helping in this matter,

**** ******

Business Response:

The cancelation fee was submitted for removal and not yet removed, when Mr. ******** invoice was processed.

The fee in question is being removed and the account will reflect a small creidt balance of $0.27

Consumer Response:

Better Business Bureau:

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

Regards,

**** ******

Thank you for your prompt response. I will waive the $.27 upon a reciept from Amerigas, stating that I have a $0.00 balance with my account being closed. I want the account closed.

Thank you again,

**** ****** 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/8/2011 Problems with Product/Service
11/1/2011 Billing/Collection Issues
10/29/2011 Problems with Product/Service
10/28/2011 Problems with Product/Service
10/26/2011 Problems with Product/Service
10/22/2011 Problems with Product/Service
10/20/2011 Billing/Collection Issues | Complaint Details Unavailable
10/18/2011 Problems with Product/Service
10/17/2011 Problems with Product/Service
10/13/2011 Problems with Product/Service
10/7/2011 Problems with Product/Service
10/4/2011 Billing/Collection Issues
9/24/2011 Billing/Collection Issues
9/23/2011 Problems with Product/Service
9/23/2011 Delivery Issues
9/17/2011 Problems with Product/Service
9/16/2011 Billing/Collection Issues
9/12/2011 Billing/Collection Issues
8/30/2011 Problems with Product/Service
8/25/2011 Billing/Collection Issues
8/21/2011 Billing/Collection Issues
8/19/2011 Problems with Product/Service
8/16/2011 Problems with Product/Service
8/10/2011 Billing/Collection Issues
8/9/2011 Billing/Collection Issues
8/9/2011 Billing/Collection Issues
8/9/2011 Problems with Product/Service
8/9/2011 Billing/Collection Issues
8/5/2011 Problems with Product/Service
8/4/2011 Problems with Product/Service
7/28/2011 Problems with Product/Service
7/28/2011 Billing/Collection Issues
7/28/2011 Problems with Product/Service
7/27/2011 Billing/Collection Issues
7/27/2011 Problems with Product/Service
7/21/2011 Billing/Collection Issues
7/21/2011 Billing/Collection Issues
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