Complaints

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

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  AmeriGas Propane LP

  460 N Gulph Rd King of Prussia, PA 19406-2815

• 

  AmeriGas Propane LP

  PO Box 307 Purcellville, VA 20134-0307

• 

  AmeriGas Propane LP

  PO Box 220 Ranson, WV 25438-0220

• 

  AmeriGas Propane LP

  PO Box 187 Ottsville, PA 18942-0187

• 

  AmeriGas Propane LP

  1014 Forty Foot Road Kulpsville, PA 19443

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.

• Initial Complaint

  Date:07/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  June 14, 2023 I contacted Amerigas to terminate a contract that budget billed propane for my residence. I was told to wait until September 1st to terminate otherwise they would charge me $150 termination fee. July 16, 2023 I received a new monthly bill from them that increased my monthly bill by approximately $80. I called and the rep could not explain why the bill increased. I ask again about terminating the contract and was told I should have done it in June 2023. Now they're asking for the $150 termination fee.

  Business Response

  Date: 07/26/2023

  Hello,
  
  We have provided the following resolution to this customers complaint. We have removed the customer from Convenience Pay and re-set the customer back up on the AmeriLock program. 
  
  Best Regards,
  
  Customer Advocacy Specialist | AmeriGas

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 rent our tank from Amerigas and noticed we were running out of gas faster than we should. We went to the tank, and noticed it was very obviously leaking. We called for an emergency service visit and rather than sending a technician to fix the problem, they sent someone out to fill the tank. We then called them back, explained the issue, and the manager was rude and dismissive and sent someone out to fix the issue and then immediately locked the tank, leaving us no gas access at all, because we had told them at the end of the conversation we would be seeking another gas company. Afterwards, we received a bill for the refill, the emergency service call (that was actually a driver who filled the tank). We, obviously refused to pay this bill and have been in contact with them three separate times to explain the issue. We are then told on the phone that the bills will be removed and to wait 5 to 7 days for this to reflect on our account. We wait that period of time and nothing happens. This has happened at least three times with no change to the resolution. We have now received an email saying that we are being sent to a debt collector for the bill that they said they would remove. It has been over four months and we have canceled service and the tank remains in my yard, locked, filled with gas that they want us to pay for. It is the worst customer service I have ever experienced. We keep calling customer service, they are very apologetic, and say they will resolve it, and then nothing happens. We receive yet another bill with another late fee.

  Business Response

  Date: 07/26/2023

  Hello,
  
  We have provided the following resolution to this customers complaint. The propane tank has been pumped out and credits have been applied to the customer's account. The customer will notify us once we can pick up the propane tank. 
  
  Best Regards,
  
  Customer Advocacy Specialist | AmeriGas

• Initial Complaint

  Date:07/13/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 June 9 Amerigas transaction number **********: I called to purchase my two 120 gal propane tank. When asked by the associate why I wanted to buy my tanks I told her that I had scheduled and had not receive service in refilling my tanks and that $4.99 per gal was too high. I was looking to receive services from another company but I needed to own my own propane tanks first. She ask if Amerigas could come down on the price then would I continue service with the company. After she talk to her supervisor I was told that they will do a one-time offer for $2.10 per gal, I agreed to that price and my tanks were filled on 13 June. When I received my invoice 164.4 gal had been filled for $4.99 per gal not the $2.10 as was agreed. On June 14 tran # *******: I called again to have my bill adjusted, talked to a supervisor and was told they would make the adjustments. Received new invoice on 15 June 2023 for $3.30 per gal, still not the agreed price of $2.10. On June 21 trans # *******: I called again and was told the same thing by a resolution team supervisor that they would adjust my bill to $2.10 per gal. Received new invoice on 22 June for $3.78 per gal, still not the agreed price of $2.10 per gal. On June 23 trans # **********: I called again, talked to another supervisor and was told the same thing that they would adjust the bill to reflect $2.10 per gal. New invoice on June 29 for $3.30 per gal again, still not the $2.10 per gal. On July 8 trans # **********: I called again for bill adjustment to the agreed price of $2.10. Received invoice on July 10th for $4.68 per gal. On July 11 trans # *******: I called to dispute the charges on the invoice. Received new invoice for $3.30 per gal again. I have spent a month calling Amerigas, each call averaging 45-60 minutes. A price of $2.10 per gallon was agreed to by both parties and I want Amerigas to honor that verbal contract. I would greatly appreciate any assistance with this issue. Sincerely,************************************

  Business Response

  Date: 07/25/2023

  Hello,
  
  We have provided the following resolution to this customers complaint. We have rebilled the customer's invoice to reflect the correct price per gallon. The rebill was completed on 07/20/2023 and the customer paid the invoice on 07/21/2023.
  
  Best Regards,
  
  Customer Advocacy Specialist | AmeriGas

  Customer Answer

  Date: 07/26/2023

  [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:07/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Just over 10 years ago, our contractor engaged a propane company (later acquired by Amerigas) to install a 1000 gallon underground propane tank for our new house just north of Taos, NM. In 2019, natural gas was extended to our area and we informed Amerigas to stop delivery of propane, but it mistakenly delivered a few hundred gallons. After repeated calls to Amerigas, Amerigas stopped charging rent for the tank, promised to refund what I had paid for the propane that was mistakenly delivered, and within the last few months, Amerigas told me that it would remove the tank at no expense to us "at the soonest available time." None of those promises were kept. After more calls, on July 3 two employees drove up with a truck equipped to remove both the propane and the tank, but said that "Amerigas policy" did not allow them to dig up the Amerigas tank because of concern that it could be held liable for damage to the landscaping. I laughed, pointed out that Amerigas had already committed to dig up and remove its tank, there was no landscaping anywhere close to where they had installed the tank, and as a. lawyer I knew that the "liability" for Amerigas was for not adhering to its promises. They said that I would have to dig up the tank, and at my request ,they pulled out two shovels and dug to show me the contours of where the tank was buried. They did not remove any of the propane from the tank. I then spent several hours digging out where they had indicated, and left a couple of inches of soil on top of the tank because the temperature now is getting into the 80s and 90s throughout the American Southwest, including Taos. I made several calls to Amerigas in the last two weeks, listing the same issues, and emphasizing that the tank was now exposed to very high temperatures and Amerigas's inactions had exposed it to serious liability, and a danger to our property. Aside from apologies and unfulfilled promises, the tank remains sitting exposed in this heat.

  Business Response

  Date: 07/28/2023

  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 with the process to have the propane tank removed, and the customer service you had received. This is not the experience we want for any of our customers.  We have provided the following resolution to this complaint. We have pumped out and removed the propane tank from the property. We have issued the customer a credit for the remaining propane in the tank, and we have issued the customer a refund check. The customer should receive the refund check within the next 14 business days.
  
  Best Regards,
  
  Customer Advocacy Specialist | AmeriGas

  Customer Answer

  Date: 07/31/2023

  Amerigas did finally remvte the propane from the tank, after it delivered most of that propaneback  in 2019 after being informed that we were switching to natural gas.  Amerigas has finally advised that it has issued a refund for that propane, and we hope and trust that we do receive the refund check.  As for removal of the tank, the response fails to advise that the initial response in 2023 was to send a truck with two people, who declined to either remove the propane from the tank or dig out the tank -- the two employees did show me the contours of where the underground tank was located.  I then spent several hours digging a trench around the tank where they had indicated.  The two employees came again in early July, 2023, this time pumped the propane out of the tank, but their winch was unable to remove the tank.  I then spent several more hours digging out the tank even more, and Amerigas finally removed it on July 26.  Amerigas also sent a bill for $162 for that removal, and even thought I did the great bulk of the digging and prepping the area for the removal, we decided to live with the Amerigas deleting that amount from the amount of credit for the propane in the tank.  

  Amerigas did apologize, but only after numerous calls to its customer service department and discussions with its "Consumer Advocates."  We did not receive any real "service" from the customer service department, and none of those with whom I spoke fit any reasonable definition of a "consumer advocate."  They all did apologize during those calls, but no action was taken by Amerigas.  It was only after I made clear that I was a retired partner in a major law firm, that the heat wave in northern New Mexico created a hazard for a (now) uncovered tank,  and only after we filed a complaint with the Better Business Bureau that we got any real action from Amerigas.  I have the background and resources to get an acceptable response from Amerigas, but given the extremely large number of complaints lodged against it, I surmise that the great bulk of the rural people who rely on propane service continue to find themselves being taken advantage of by Amerigas.  

  Customer Answer

  Date: 07/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by Amerigas in reference to complaint ID ********, and the resolution is satisfactory to me.  As I explained in the supplementary material I submitted on July 31, Amerigas did finally remove the tank (after I dug it out and prepped the area) and finally removed the propane from the tank, propane that Amerigas had delivered after I had advised it to cancel more deliveries back in 2019.  Amerigas has also indicated that it will send a refund check for the propane Amerigas finally pumpted out of the tank, minus a $162 Amerigas charge for removal of the tank.  

  It is unfortunate that even after numerous calls and emails, Amerigas delayed fixing this problem, and that it took a complaint with the Better Business Attorney filed by a customer who happens to be an experienced attorney to finally get Amerigas to actually fix the problem.  I hope that the thousands of rural customers who have to rely on propane service from Amerigas fare better in the future.  

  Regards,
  
  *************************

• Initial Complaint

  Date:07/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Amerigas on 11/21/2022. In brief, they charged me for a propane tank removal on 1/23/2023 but have still not removed the tank. I have contacted them them 14+ times, they have scheduled multiple pickup dates, and have no-showed all of them.

  Business Response

  Date: 07/26/2023

  Hello,
  
  We have provided the following resolution to this customers complaint. We have removed the propane tank from the property, issued the customer a credit for the remaining propane in the tank, and removed the charges from the account. The customer has been issued a refund check and should receive the check in the mail within the next 14 days. 
  
  Best Regards,
  
  Customer Advocacy Specialist | AmeriGas

• Initial Complaint

  Date:07/06/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 delivery drivers refuse to fill my propane tank. They make up reasons not to fill it up like the tank is too close to my house. Amerigas has inspected my tank twice including a few weeks ago and found no issues including the distance the tank is to my house. The local Pensacola manager refuses to call me to discuss. He should be fired immediately. Amerigas has taken my money and won’t deliver gas. I have also submitted a complaint to the Florida Attorney General and my next step is a lawsuit.

• Initial Complaint

  Date:07/06/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 did not delivery scheduled propane gas to my business. My wing business had to be closed for 4 days. The dates were December 31- January 3. This was a major business weekend with football games and New Years Even and Day. I lost over $4000 in sales. This was not the first time I had to be closed from lack of delivery. I owe AmeriGas a bill of around $1400. I dont think I should have to pay this to offset the loss of sales over a major weekend. My request is for my balance to be forgiven.

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 has been putting me off for almost 6 months they are suppose to pick up a 400 pound tank that's in my yard where my kids play it still has 30 percent and everytime I call they send me to the same lady who tells me exact thing sorry nothing in your area I live 7 houses from there business and I see the crane vehicles everyday I live less than a half a mile and they refuse my kids play in my yard and I gotta worry about a leaking tank

  Business Response

  Date: 07/25/2023

  Hello,
  
  We have provided the following resolution to this customers complaint. We have removed the propane tank, Iussed the customer a credit for the remaining propane, late fees, and tank rental. The customer does have a remaining balance that was not covered by the credits given. They can access their online account to see the remaining balance and credits that were issued. 
  
  Best Regards,
  
  Customer Advocacy Specialist | AmeriGas

• Initial Complaint

  Date:07/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 canceled service Nov 2022, no one ever come to pick up tank. In May of this year we received a call about tank and I told them they would need to contact me upon arrival to pick up tank so that I could let them in our gate. Still nothing. They stated that we were being charged a rental fee plus a fee for the tank because it was lost. (Over 800.00) Well, it wasn’t lost it was sitting 10’ from original spot due to new company moving it over. Approximately 2 weeks ago we come home and the tank was gone (not sure how they got into gate-did not contact us). Now, still being charged after speaking to numerous people (mind you no one speaks English) they stated that they had filed to have Invoice refunded. I am so tired of dealing with Amerigas (we originally signed a contract with Heritage Propane) they sold to Amerigas. They are so crooked. The reason we left Amerigas is because of the lack of customer service. You may contact me at:********************** ************ Blessings,************************* ??God Bless us and God Bless America!

  Business Response

  Date: 07/10/2023

  Hello,
  
  We have provided the following resolution to this customers complaint. We have credited the customer's account returning the account balance to zero. 
  
  Best Regards,
  
  ***** | Customer Advocacy Specialist | AmeriGas

• Initial Complaint

  Date:06/30/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Took my tanks, without paying me for the propane remaining, and then charged my credit card for almost $600 without authorization.