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Business Profile

Propane

AmeriGas Propane LP

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Propane.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 20 complaints handled through our conciliation process.

Complaints

This profile includes complaints for AmeriGas Propane LP's headquarters and its corporate-owned locations. To view all corporate locations, see

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AmeriGas Propane LP has 1921 locations, listed below.

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    Customer Complaints Summary

    • 5,015 total complaints in the last 3 years.
    • 1,216 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/08/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I closed my account with **********************. When the leased tank was removed in May of 2025 there was 250 gallons of propane that was removed from the tank by Amerigas. They calculated the value of the propane at $1,002.50 (250 gallons at $4.02/gallon.) When contacted by chat on their web site, I was told I would receive the refund within 4 to 6 weeks. As of today 7/8/25, 9+weeks later, I have not recieved the money. I contacted Amerigas again today and was told the credit would be issued when the final bill was finalized. There is no outstanding balance on this account. The last bill issued on 5/2/25 was paid on 5/3/25.

      Business Response

      Date: 07/10/2025

      Hello,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so with handling your account closure, I sincerely apologize. I certainly understand your frustrations with the complications you have encountered, and the customer service you had received. This is not the experience we want for any of our customers.  We have issued a refund for the credit balance on the account. You should receive it in the mail within the next 14 business days.

      Best Regards,

      Customer Advocacy Specialist | **********************

      Customer Answer

      Date: 07/12/2025

      I have been contact by phone and email by a representative of the company.  They apologized and indicated I would receive the refund by check within 10 to 14 days. I have been told before that I would receive the refund within a certain period of time. Due to these past unfulfilled promises, I will not consider this matter resolved until i have the check in my hand.

      Customer Answer

      Date: 07/12/2025

      [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 I will not consider the matter resolved until I receive the refund.  I have been made promises before that I would receive the refund within a certain period of time,  Due to past experience with this company, I am understandably skeptical.

      Regards,

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

    • Initial Complaint

      Date:07/07/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      May 21st,2025. A technician came because there was a part off the propane tank that didnt look right. He looked at it & said another technician had left it when he changed that part. It wasnt a problem & left. He was there for 5 minutes. I got a bill for $350.99. Ive called several times but they never get back to me & keep sending ****. Now they wont even answer the phone. Ive spent hours on this. Thank you

      Customer Answer

      Date: 07/09/2025

      Amerigas credited my account. This problem has been resolved. Thank you for your help in this matter.

      Business Response

      Date: 07/10/2025

      Hello *****,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so with handling your propane needs, I sincerely apologize. I certainly understand your frustrations with the complications you have encountered, and the customer service you had received. This is not the experience we want for any of our customers.  We have removed the service charges from the account. 


      Best Regards,

      Customer Advocacy Specialist | **********************

      Customer Answer

      Date: 07/11/2025

      [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,

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

    • Initial Complaint

      Date:07/06/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We cancelled Amerigas after 23 years. We had been billed for two deliveries in the same month (one was not ours) and we were assessed late fees for this incorrect bill. Four separate contact with telephone customer service, at least three episodes of chat customer support and then email contact with a customer service *** lead to the deletion of the added charge, this over a four week period. Telephone customer service then informed us that we had to appeal the late charges separately. This demonstrated that Amerigas is an unreliable partner, we cannot afford another error of theirs. We left their system and arranged for pickup.We were informed of and assessed $299.99 tank retrieval fee and a separate service call charge for approx $130. We were informed by telephone customer service and chat customer service that the fees were valid for the tank removal since they were posted online "a few years back" and that the service call, not indicated online, is not a duplicative service. Chat customer service admitted that this was not part of our service contract from 2002 when we initiated service. Amerigas tank was onsite when we moved in. The $299.99 is described as valid for having been posted online. It is notable that the service call fee is not posted online.We are asking that both fees are waived for 23 years of on-time payment and for the punitive and duplicative cancellation fees.

      Business Response

      Date: 07/10/2025

      Hello **** & *****,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so with handling your propane needs, I sincerely apologize. I certainly understand your frustrations with the complications you have encountered, and the customer service you had received. This is not the experience we want for any of our customers.  As a courtesy we have removed the tank pick up charge from the account and returned the account balance to zero.  


      Best Regards,

      Customer Advocacy Specialist | **********************

      Customer Answer

      Date: 07/11/2025

      [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,

      **** And ***** ******

    • Initial Complaint

      Date:07/03/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      There are multiple billing (& delivery) issues but I am seeking recourse on charges for Amerigas incorrectly disconnecting my propane line after filling my tank and then charging me a fee to reconnect it and then late fees because I didn't pay this charge even though I was actively disputing it through several phone calls to their customer support.I requested a ******************** tank fill-up using their SPRING25 promotion code per mailer they sent to me. They filled my tank on 3/25/25 but also disconnected the line. I called on 3/29/25 to find out why they disconnected my line and they told me it was for a leak test....which was not required because my tank was already at 20% at the time of re-filling. They reconnected my tank on 4/5/25 and then sent me a bill for it on 5/5. I called to dispute the bill and was told my tank was disconnected because I hadn't received a delivery in 24 months...but that wasn't true because my last delivery was 1/3/24. Amerigas told me they were opening a case to investigate and I would hear back within 3 days...but I didn't get any response and only a bill for a second late fee on 6/25/25. I called again on 7/3/25 and was told that the "team had found the charges valid because the technician performed the job"...even though it was their mistake to disconnect me in the first place.I am disputing the $329.39 reconnection charge and two $36.00 late fees for a total of $401.39 in incorrect charges.Beyond these charges, I cannot express how frustrated I am with their deceptive advertising for a price they didn't honor, horrible delivery (2 failed attempts, an incorrect disconnect and delayed reconnect), totally useless customer support, and predatory billing.

      Business Response

      Date: 07/10/2025

      Hello ******,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so with handling your propane needs, I sincerely apologize. I certainly understand your frustrations with the complications you have encountered, and the customer service you had received. This is not the experience we want for any of our customers.  We have removed the service charge for the leak check from the account.  


      Best Regards,

      Customer Advocacy Specialist | **********************

      Customer Answer

      Date: 07/14/2025

      [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,

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

    • Initial Complaint

      Date:06/30/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date request pick up of propane thank 1/27/25. Tank shown picked up in 2020 and did not even have a tank on file to our property. Amerigas sent bill 4/16/25, called 4/18/25 for a dispute of late fee and service fee. They stated this would be taken care of to call back to pay the new balance of $****** called back they declined, stating it was denied. called 5/1 they said they would wave that late fees bill would be paid in full if paid the ****** at time of call. This was paid then received new bill accumulating more late fees 6/15/25. Called to fu stating told this was paid in full. Amerigas claims this was not paid in full, this request has been denied. Billing additional ******. We have had issues with Amerigas since we rented the tank11/20/2018 with billing refunds their records of tank size and pickup , at 1 time hav 2 tanks on our property to use the propane up to then switch tanks. We have issues with my husband having to give permission multiple times to add me to the account to discuss issues when I was the one that set up the account and placed orders etc. he has had to take time off from work to call with hold times to speak to agents. I have no issue with payment of the 299. 99 that has been paid. but the customer service and deception all the stress and call times spent on the phone to resolve this billing matter, when told this would take account to a 0 balance then receiving a new bill. I have contact ref numbers and confirmation numbers. Thank you

      Business Response

      Date: 07/10/2025

      Hello ******,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so with handling your propane needs, I sincerely apologize. I certainly understand your frustrations with the complications you have encountered, and the customer service you had received. This is not the experience we want for any of our customers.  We have removed the remaining charges on the account returning the account balance to zero.


      Best Regards,

      Customer Advocacy Specialist | **********************

      Customer Answer

      Date: 07/14/2025



      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.  If I could please get a receipt of balance paid in full from Amerigas, that would be great. They can send it to my email or residential address they have on file. 

      Thank you for the assistance  in resolving this matter, 

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

    • Initial Complaint

      Date:06/27/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 30, 2025, I reported a gas smell near my home. A technician confirmed a leak using a pressure test and shut off the tank. No repairs were made.On June 2, AmeriGas sent another technician. I had asked dispatch to notify me before anyone came so I could be home, but I received no call. The technician said he was there to confirm the leak and shut off the gas, unaware that had already been done. He told me I would need to call again to schedule a repair. The visit was unproductive and due to internal miscommunication.On June 3, I spoke with the regional manager who said she could schedule a repair for June 4 or 6 and would call me back. I never heard from her again. I missed work to be available both days, and no one came. I called customer service again on June 9, and they were finally able to get the regional manager to reschedule. I had to leave work early on June 11 for the appointment. These delays directly affected my work schedule and personal income.On June 11, the technician found two leaks one at the tank fitting, and one at the regulator near my home. He shut off the tank, repaired the regulator using pipe sealant, then tightened the tank fitting before restoring gas. I witnessed these actions.However, the service notes only state gas turned back on. AmeriGas later claimed only the regulator was repaired and that the bubbling at the tank fitting was normal. This contradicts what I saw and what the technician said on-site.Despite all this, I was charged $119.99 for dispatch and $199.50 for labor. The service involved AmeriGas-owned equipment, was delayed by poor scheduling, and was not properly documented. I received a 15-gallon propane credit and a $25 account credit, which do not resolve the billing or service issues. I am requesting that the $319.49 be waived and that the repair record be corrected

      Customer Answer

      Date: 06/30/2025

      Attachments: Shutoff ticket, gas restoration email, service note inquiry email, and final invoice. Invoice dispute emails (6/246/27) can be provided upon request.
      This BBB escalation follows a 6/27/2025 call with AmeriGas support, where I was told dispatch and labor fees could not be waived  despite clear failures and delays in those services. Please refer to my original complaint for full context. Im seeking fair resolution for the inadequate service received.

      Business Response

      Date: 07/10/2025

      Hello ****,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so with handling your propane needs, I sincerely apologize. I certainly understand your frustrations with the complications you have encountered, and the customer service you had received. This is not the experience we want for any of our customers.  We have removed the charges for the service from the account. 


      Best Regards,

      Customer Advocacy Specialist | **********************

      Customer Answer

      Date: 07/11/2025

      [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 as Answered]

       Complaint: 23528036

      I am rejecting this response because:

      I acknowledge that AmeriGas has reversed the $319 charge and addressed my billing concerns. I appreciate the resolution and the assistance provided by the Customer Advocacy team.
      However, I want to note that it took multiple weeks of delays, miscommunication, and incomplete documentation before the matter received proper attention. I only received a full review after filing this BBB complaint.
      At this time, I am still waiting on a copy or summary of the service report from the June 11 visit, which I have requested for my home safety records. Once I receive that documentation, I will consider this matter fully resolved.
      Thank you again for facilitating this process
      Regards,

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








    • Initial Complaint

      Date:06/25/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They will not provide my refund amount. They said if my tank was over 5% I would get refunded. The tank was at 29% when picked up. They continue to tell me their AP has not processed it yet and they cannot give me an update. 8t has been 2 months. They will not respond to my emails and when I reach out I get the same response stating they don't know when or how much will process. This is not an acceptable way to do business. I paid my account in full when I closed it and requested they pickup the tank. They should be able to have processed my refund by now.

      Business Response

      Date: 07/10/2025

      Hello *******,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so with handling your propane needs, I sincerely apologize. I certainly understand your frustrations with the complications you have encountered, and the customer service you had received. This is not the experience we want for any of our customers.  We have issued a refund for the remaining propane in the tank. 


      Best Regards,

      Customer Advocacy Specialist | **********************

      Customer Answer

      Date: 07/10/2025

      [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,

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

    • Initial Complaint

      Date:06/19/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was given incorrect information twice , transferred to foreign call Center's twice, and hung up on twice. I have been calling in with a singular very simple question that all of the call center people in this company are not trained on and unable to answer.

    • Initial Complaint

      Date:06/18/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Called America's to pick up old tank, ************ is trying to charge $419.00 to pick up old tank and will not discuss this issue. There local office is only a 15 min drive from my home. All we won't is them to get there old tank off of my property. There is nothing owed on the account and they are ripping people off.

      Business Response

      Date: 07/10/2025

      Hello *****

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so with handling your propane needs, I sincerely apologize. I certainly understand your frustrations with the complications you have encountered, and the customer service you had received. This is not the experience we want for any of our customers.  We have Adjusted the work order for the tank pick up charge to be $99.99 and $119.99 for the dispatch fee. 


      Best Regards,

      Customer Advocacy Specialist | **********************

      Customer Answer

      Date: 07/10/2025

      [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,

      ***** E *******

    • Initial Complaint

      Date:06/17/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Amerigas was our provider of propane for almost 8 years. Last November 2024 our tank ran out of gas, we called and told them the meter was sticking and we needed it fixed as well as a delivery of propane. They came and filled the tank and said the meter was not sticking. In February the tank was empty again but the meter still said at 80 o/o we called them again and complained as well as said we must have a leak as we take a whole year to use a tank of propane. They sent some one out we did have a leak in the tank . They fixed it filled the tank and then charged us for another tank full. I called the help line multiple times to complain about being charged for propane that leaked out of there tank that we rent as well as being charged to fix the tank and a call fee. Their contracts states that if you rent the tank you dont pay a call out fee. Everytime I call they say they understand but there is nothing they can do. The final bill they sent me has charges that dont make sense and dont have proper dates on them. Im at a loss of what to do

    AmeriGas Propane LP is NOT a BBB Accredited Business.

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