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

  2014C Lafayette Blvd Fredericksbrg, VA 22401-2226

• 

  AmeriGas Propane LP

  922 York Rd Dillsburg, PA 17019-9401

• 

  AmeriGas Propane LP

  203 Main St Stroudsburg, PA 18360-2501

• 

  AmeriGas Propane LP

  PO Box 965 Valley Forge, PA 19482-0965

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:12/16/2024

  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.

  I called Amerigas to get availability and estimate for an inground propane tank plastic replacement dome. The associate told me that it would cost $116.11. I said please email me the estimate. The associate said she would email the estimate and asked if I would like to schedule to have the dome replaced. I said yes. The associate never emailed the estimate. The technician came on 11/21/24 and installed the plastic dome. When I came home, I inspected the replacement dome and could see right away it was not new. The bolt and nut holding the lid to the collar were rusted and there were scuffs on the lid. On 11/23/24 I received an invoice for $350.96. I called Amerigas to complain. The calls are always routed to a call center. I explained the situation to the associate: After being put on hold several times, I was offered a "discount" of $100. I refused and said that I want them to bring back my old dome and remove the invoice. He said I would be charged for another service call. At that point, I asked to speak with a supervisor. After a long hold, the supervisor got on the line and stated that she understood the issues and would have the local branch call me within 3 days to resolve the situation. She also gave me a case number: *******. The local branch never called me. I called Amerigas on 12/12/24 and asked to speak with a supervisor. After approximately 30 minutes a supervisor finally was on the line. It was not the same supervisor as before. I explained that I never received a call from the local branch. She stated that "we are trained professionals and do not need the local branch to assist in the matter:" I stated that I want her to schedule someone to bring back my old dome and remove the invoice. She stated that it will incur an additional charge to have that done. I told her that I would not pay for a service call. She also stated that she will not remove the invoice or do anything about the fact that the dome is not new.

  Business Response

  Date: 01/10/2025

  Hello ******,
   
  Thank you for reaching out to us with this concern. We always strive to provide an excellent experience, and we have failed to do so, and we sincerely apologize. I certainly understand your frustrations with the customer service you had received. A Customer Advocacy Specialist has contacted you at the email address included in the complaint with information to provide resolution for the billing issues on your account. Please refer to that email and feel free to reply with any questions or concerns. We hope this provides you with final resolution for your BBB Complaint.
   
  ********************************************** | *******************************************         

• Initial Complaint

  Date:12/16/2024

  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.

  I sold my house at *************************************** on 04/26/2024. As is standard with closings, they contacted utility companies and notified them of the sale. A short time later I received a bill from AmeriGas for the propane tank at the house I no longer own. I called them and explained to them that I had sold the house in April, so it was no longer my bill. A month later I received the bill again. I emailed them to let them know the same information that the house was sold back in April, so obviously I no longer pay for utilities at that house. They sent the bill to me again a month later. They even updated the address to my new home, so they recognize that I no longer live there. My daughter contacted them and let them know that if they didn't straighten this out she was going to file a complaint with the Better Business Bureau. That was a month ago, and I just received the bill from them again. They are threatening me and this can hurt my credit, if it isn't already.

• Initial Complaint

  Date:12/16/2024

  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.

  We called Amerigas when our tank started leaking. A technician came out but wasnt able to fix the tank, he acknowledged the leak and turned the gas off. He said the tank needed a part he didnt have. We asked that they just take the take, which they did on September 6, 2024 I have dated pictures showing this. When we asked if we would get credit for the propane we paid for that was still in the tank, the driver said it would be a wash since Amerigas would charge for picking up the defective tank. Now we are getting bills for rent of a tank we no longer have, and are charged a service sales order November 8, two months after they took back their tank. We have been unsuccessful in our attempts to get these bills resolved. In fact they are charging interest! On 09/06 pick up charge (tank removed). $199.99 09/06 service dispatch fee $99.99 09/24 tank rent (no tank here). $126.86 Thank you for any help you can offer us!

  Business Response

  Date: 01/06/2025

  
  Hello,
   
  Thank you for reaching out to us with this concern. We always strive to provide an excellent experience, and we have failed to do so, and we sincerely apologize. I certainly understand your frustrations with the customer service you had received. A Customer Advocacy Specialist has contacted you at the email address included in the complaint with information to provide resolution for the billing issues on your account. Please refer to that email and feel free to reply with any questions or concerns. We hope this provides you with final resolution for your BBB Complaint.
   
  ********************************************** | *******************************************         
  

• Initial Complaint

  Date:12/16/2024

  Type:Billing 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.

  Started 1-23-2024, received a delivery of propane and was billed more than agreed upon price. Called and they said they will correct price and they did. Gave a credit and did send a new invoice. On next delivery 3-31-2024 they over charged again. Called and they corrected the price again and sent new invoice again. After both corrections, they sent me a "Past Due" notice totaling the sum of both corrections of $1029.91. I started with a balance of -$1606.25 received two deliveries (1 @ $ ****** corrected price and 1 @ ****** corrected price). Also had a tank rental charge that was billed and then corrected. Have called 6-10 times and they said problem would be taken care of but was no. On 11-23-2024 I called for a delivery - they had put a hold on the account. Tank was down to 19%. They said the only way to get a delivery was to pay in advance. I paid for a delivery to be delivered by 12-04-2024. On 12-09-2024 no delivery yet - Tank down to 12%. I called again 12-09-2024 and they said there was a problem with the account (they have said the problem has been corrected at least 8 times). I went over the issues with customer service and billing as I had done before. Again, they said problem was their fault and I would get my "paid for" delivery within 24 hours because my tank was that low. Didn't get the delivery so I called again and it is now 12-15-2024 and I still have not received my delivery. I have spent many hours on the phone and I don't where to go from here. Can't reach anyone except phone customer service and that gets me nowhere.

  Customer Answer

  Date: 12/16/2024

  They keep on giving new dates for "urgent" delivery. Today 12/16/2024, they have delivery date 12/13 - 12/14 for my delivery created on 12/13/2024 by them. I paid for the delivery on 11/23/2024 almost 3 weeks ago and am now below 10% and an not using much gas because I do not want to run completely out. 

  Customer Answer

  Date: 12/18/2024

  This is the response I sent to Amerigas Customer Advocacy.

  ***** H / Customer Advocacy, 
  
  
  Did you even read the complaint at all? The problem with Amerigas is way more than your lack of delivery on this Late (scheduled by your customer service for *********** delivery. I have been calling since January of this year about your over charging (twice) for my delivery cost per gallon, your incorrect billing and showing I am "Past Due" ( 4 times) and putting me on a "cash only delivery". I have spent HOURS on the phone with your customer service. I have called more times than I remember (probably more than 6-8). I have been told and even promised that "things " would be taken care of and corrected. Many many times. The billing issue needs to be corrected! The straw that broke me to contact BBB was on 11-23-2024 when I paid cash ahead of my delivery (as you required) and was promised to be delivered by 12-04-2024 (tank down to about 19%) everything was set. Then I called again (on 12-09-2024) and was told there was a problem. Tank down to 17% and because I did not want to run out of gas for hot water I was using alternative ways to heat my home when I was there. On 12-09-2024 I was told that a new emergency delivery was put in and I would get a delivery within 24 hours because I was really running low on gas. No delivery by 12-12-2024 -- called again and another emergency delivery 
  was put in and this time scheduled for 12-13-2024 to 12-14-2024. I FINALLY RECEIVED THE DELIVERY TODAY!
  12-18-2024.  I have been a very good paying customer for almost 25 years, many times pre buying $1400 to $2000 worth of gas. The last pre buy was over $1500 last October. So, you have had my money for a year and all I have received is grief with all my purchases. Plus you want cash in advance for deliveries I will eventually get and probably will not get as needed. Then you tell me it takes up to 14 days to get a delivery. I know it takes time to schedule deliveries but let's be real, this was way over the top. 

  **** and ****** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  On Tuesday, December 17, 2024 at 03:03:00 PM EST, Customer Advocacy <*********************************************************************> wrote:
  
  
  
  
  Hello **** & ******,
  
  We have received your Better Business Bureau complaint, I am the case manager for this issue and I have been working on a resolution for you. I apologize for the delivery isssues, it can take upto 14 days after an order is placed to receive a delivery. I have reached out to our delivery team and your local office and was advised they would be getting you placed on a route for 12/18/24. Please be certain to have any snow/ice cleared off the driveway and clear access to the tank. Should the tank be at 5% or less someone 18 or older will need to be home for the delivery, please physically check the tank gauge. I will continue to monitor the account to help ensure a timely delivery. Please let me know if you have any questions.
  
  Best Regards,
  
  ***** *. | Customer Advocacy | **********************

• Initial Complaint

  Date:12/16/2024

  Type:Delivery 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 have been a customer for 23 yrs with auto delivery for that entire time. On Friday December 13th we completely ran out of gas. Since it was after hours, I called the next day at 10:30 Am and was told it would have to wait until Monday. I told them it was unacceptable since I never should have run out in the first place. She forwarded me to the supervisors line. Spoke to ****** who told me that the delivery people would call me back in the next 1-2 hours. 2 1/2 hours later I called back, only to find out no one had done anything. Long story short; I spent 7 1/2 hours on the phone. Found out Amerigas put a hold delivery on our account 14 months prior when we called to get our new stove installed. They said they didn't install we'd have to find someone else, but to call and let them know when it got installed. We found an independent installer after calling another gas provider; had the stove installed and called Amerigas to inform them. They said; "Thank you, we'll update your account with that information." Not only did they never do that but they never told us they had put a delivery hold on the account. I continued to pay my budget bill. We thought everything was taken care of. No one ever tried to contact us and check to see why this account was still on a delivery hold even though I was continuing to pay them funds. I now have over a $600.00 credit on the account. Their explanation is that there's nothing they can do until the hold is lifted. They have "NO" way to manually speak to anyone and "the system" won't accept the order to deliver until the hold issue is resolved, even though they caused this issue. I have no heat, no hot water, no way to cook, no was to shower or do laundry. I have pets and a husband who's due to be released from the hospital any day. I explained this repeatedly to the 6 or 7 agents I spoke with. The only they they kept saying was, "we are so sorry for your inconvenience". It's now Monday and I'm STILL without gas!

  Business Response

  Date: 01/08/2025

  Hi *********, 

  Thank you for taking the time to bring this matter to our attention. 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 work diligently to serve our customers and we constantly look for opportunities to make improvements. As a courtesy due to the delivery issues I have issued a credit for the tank rental charge as well as reduced the price per gallon on your delivery by $.70. The credits will be applied to the account within the next 24 to 48 hours.
  
  Customer Advocacy Specialist | **********************

• Initial Complaint

  Date:12/14/2024

  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.

  I ordered 30 gallons of propane on 11/16/24. I got an email stating it would be delivered 11/25-29. I figured with Thanksgiving that might not be accurate, but they "attempted" delivery and said our gate was locked. We have no gate. I called and told them we have no gate. We got another delivery date of 12/2-6. When it still wasn't delivered my husband called. They were supposed to expedite our delivery, but "weren't going to charge us the $300 for expedition". Today is 12/14 and we have still not gotten delivery or heard from them since we called last. Delivery or a refund and we can then switch companies if needed.

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  First asked for 75 gallons delivery guy filled to 100 = an additional $50. Second, they charged a $140 leak check when the tank was getting filled not to check for a leak. They took so long to get here, i ran out of propane literally an hour before the driver got here. Delivery guy asked where the furnace was located and i told him we would need to go through the garage. He said never mind, it wasnt necessary. He said nothing about a leak check or any service beyond delivering propane. When i called the office to request the delivery, they also said nothing about a leak check or anything else besides setting up the delivery. When I contacted AmeriGas I was told there was a law saying they could charge the $140 if there was a known issue. They are twisting this law to their benefit and overcharging customers. This all resulted in me paying $190 more than I should have been charged or at the very least the $140 for leak check that was never reported. Due to card on file, they charged me without any communication to me at all regarding the additional charge.

  Business Response

  Date: 01/06/2025

  Hello,
   
  Thank you for reaching out to us with this concern. We always strive to provide an excellent experience, and we have failed to do so, and we sincerely apologize. I certainly understand your frustrations with the customer service you had received. A Customer Advocacy Specialist has contacted you at the email address included in the complaint with information to provide resolution for the billing/service issues on your account. Please refer to that email and feel free to reply with any questions or concerns. We hope this provides you with final resolution for your BBB Complaint.
   
  ********************************************** | *******************************************         

  Customer Answer

  Date: 01/13/2025

  [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: 22688292
  
  I am rejecting this response because it's almost a week now and still no correspondence from any representative from your company, as stated in their response. I always review all the emails in my spam folder as well and nothing.
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/14/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Unable to get a refund of my balance of $416.76 on my account #**********. I have tried for two months and many different methods. They are completely unresponsive.

  Business Response

  Date: 01/08/2025

  Hi ******, 

  Thank you for taking the time to bring this matter to our attention. 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 work diligently to serve our customers and we constantly look for opportunities to make improvements. We have issued a refund check on 12/17/24 and you should have received it in the mail. 
  
  Customer Advocacy Specialist | **********************

  Customer Answer

  Date: 01/10/2025

  I appreciate the message from Amerigas acknowledging that they owe me my My balance on account since I am no longer receiving gas from Amerigas. It has been 24 days since they have acknowledged they owe me money. I have not received a refund check.

  Customer Answer

  Date: 01/13/2025

  [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: 22687810
  
  I am rejecting this response because:
  

  I appreciate the message from Amerigas acknowledging that they owe me my My balance on account since I am no longer receiving gas from Amerigas. It has been 24 days since they have acknowledged they owe me money. I have not received a refund check.
  
  Regards,
  
  ****** ****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair 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.

  We rent our tank from Amerigas and get our propane from the company since we moved into our current house 2.5 years ago. We have never had an issue with their service and feel the price is fair enough. Recently, the tank developed a problem and they deemed a replacement was in order. They made an appointment for this past Friday (12/13/2024) to replace the tank so I stayed home from work. They stated they would come between 8-noon to get the work done. However, no one ever showed up or called. Today, I called and spoke with their call center (I would describe each experience of calling their call center as painfully slow), and was told they didnt come to the appointment because they dont have our specific tank size available in our region. Ok, so I asked why no one called and told me and cancelled the appointment. The call center person didnt have an explanation (how could they, theyre in another country completely divorced from the operations of the company). She did apologize. Not having the material needed for a job can happen and then you just reschedule the appointment. Just not showing up, thats poor customer service. I understand theres not a lot of competition in the propane industry but if a company treats their customers poorly it should still be made known, its not good service.

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair 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, trying to purchase 500 gallon underground propane tank. Assured this would happen. Since then, hung up on, put on hold then dropped transferred to off shore call center, no help. Told I would be sent emails. nothing. I have been with this company foe 26 years. Have never missed a payment.