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

  3927 E Newport Rd Gordonville, PA 17529-9717

• 

  AmeriGas Propane LP

  PO Box 9 Richlandtown, PA 18955-0009

• 

  AmeriGas Propane LP

  PO Box 225 Honesdale, PA 18431-0225

• 

  AmeriGas Propane LP

  1495 Rockdale Ln Stroudsburg, PA 18360-6432

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:08/11/2024

  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.

  Moved into our new home at ******************************************** where the previous owner had an account for a ******************** tank to feed a fireplace only. Upon our purchase and agreement she cancelled and requested a propane tank pick up multiple times for we had it converted to an electric no hot surface system for increased safety for our child that has Autism. Nonetheless the tank has still not been picked up going on two months, gas is still in it which is a safety problem, and they won't talk to me as the new owner because I won't open an account with them for service and want the tank removed asap from my property. Also the old owner keeps calling them as well to pick up and we are getting no where.

  Business Response

  Date: 08/21/2024

  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, and we sincerely apologize.  A Customer Advocacy Specialist has contacted you at the email address included in the complaint with information to provide resolution on picking up the tank. 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:08/07/2024

  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.

  **************** is horrible. They talked in circles and I couldnt talk to anyone else.They didnt speak English, delivery way slow couldnt tell me when delivery was coming, rude and now they are charging me to remove the tank. Its in my yard ruining my grass. They owe me money. Around $500 something

  Business Response

  Date: 08/21/2024

  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, 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 for all financial details 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:08/07/2024

  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.

  In march of 2024, I cancelled my account and tank rent. The tank was picked up on 4/4/24, I received an invoiced dated 4/5/24 which says I am being charged a pickup charge ****** and service dispatch fee ***** - neither of which were disclosed when I cancelled. The tank was at approximately 25% (500g tank) so there was between 100g and 125g of gas at over $4/g and I was receiving no credit. I contacted Amerigas on 5/31/24 at 9:29mst and talked to "CJ", explained all of the above and was told I would get a credit for the gas. I got another bill with late charges. I emailed Amerigas on 6/13/24 at 2:53mst and no response. I got another bill with late charges, I called Amerigas on 7/12 at 5:40 mst and spoke to someone that I could not understand his name. I explained all of the aboveand was told I would get a credit for the gas, and would get a check for the difference. I asked if there were notes in my file/account about my prior phone discussions - he said "no". I said please make a note of this discussion in my file/account - he said "ok". On 8/5 at 12:07mst I received a text that I was turned into collections. After notification on 8/5 I called Amerigas and described all of the above, couldn't understand the name of the **** I asked about a note in my file - there was none. I was now told I couldn't get a gas credit until I paid. After 30 minutes on the phone, I gave up and was going to pay and dispute the charges with you. We got disconnected. On 8/6 I called again, talked to "******", got a different payoff amount and was charged credit card fees. She told me no gas credit until I paid, and asked if I could verify or had proof of the amount of gas in the tank. I said no, she said our techs keep good records I will check - she came back on the phone 8 minutes later and said my claim confirmation number is *******. I asked about a tech note on the gas amount and she said something I couldn't understand.

  Business Response

  Date: 08/23/2024

  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, 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 for all financial details 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: 08/30/2024

  [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.  Thank you very much for your assistance!!
  
  Regards,
  
  *****************
  
  

• Initial Complaint

  Date:08/07/2024

  Type:Delivery 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.

  I moved into my house 4 years ago. the propane tank was already there. Every time i place an order for propane they double the amount that I have ordered and stick me with the bill. The most recent order I place was for 76 gallons, they delivered 202 gallons, so my bill went from $300 to almost $800. customer service told me the minimum requirement was 100 gallons (which if that is true why does the website let you order less, also why did you double the minimum amount) I am furious and will be having this tank dug up as soon as all the propane is gone. The customer service agent also told me that it was a driver error but refused to correct the problem.

  Business Response

  Date: 08/23/2024

  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, 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 ********************************************************************* |*******************************************         
  
  

  Customer Answer

  Date: 08/28/2024

  [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: 22105122
  
  I am rejecting this response because:
  I have not gotten an email from anyone in your advocacy program. 
  
  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/06/2024

  Type:Product 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 received a notice of past due 7/21/24 for a very large bill of $574.02. The bill states they filled my propane tank 6/13/24. This date was unknown to me, I was not in town nor did I receive an invoice on my door or anywhere else. I did receive an email and on that email it stated $0.00 balance so there was no need to open the email or go into the account. When i tried to first call Amerigas on Tuesday evening July 30th. I was met with nothing but frustration as I was unable to get anyone on the phone from the ** as those I did speak to offered no solutions. All customer service calls are sourced outside the ** and I dealt with 3 different rude agents as I tried to explain there must be a leak as I have never had a bill even close to that *** and I am here alone. Over the next few calls I was walked through how to read the meter outside and look at the app to what the app says. The next agent explained that the *** added on June 13th was 103gal, it was filled to the 80% mark * the reason there was service was that it dropped to 39.9%. To my shock the meter on Tuesday read 60%. My thought process told the agent how can I have used 20% propane in the last few weeks when it took 9 months Oct/23 to June/24 to go from 80% to 40%. 9months to use 40% but only 5 weeks to use 20%. I told them I must have a leak and it should have been illegal to fill the tank if there was a leak. I got every run around you can imagine and 1 agent refused to turn off autofill. Told I could not speak to a supervisor and the icing on the cake was when an agent named ***** told me my charges are based on my zip code, how old my tank it and how long I have been a customer. An agent came Monday confirmed there was a leak and they still refuse to adjust what I believe to be falsified ***s added or unsafe practices since I did have a leak. They charged me $289.99 to shut gas off-unethical business practice. $289 fee needs to be removed. The $574.02 needs to be adjusted due to leaking tank.

  Business Response

  Date: 08/21/2024

  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, 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 for all financial details 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: 08/22/2024

  I wanted to provide additional information. After several more frustrating calls I was finally able to speak to two different people in the ** after I confirmed with my HOA that our community can never be charged more than our negotiated rate of 2.75/gallon. I explained to Summer that when I called in for help to get this adjusted I was once again met with people in a different country that told me it was not their job to find the "code" I needed to prove that rate, that he was the top level supervisor and made all the decisions for the company. Amazing what these folks say on the phone and scary that they have access to any account and can basically change what ever they want. I spoke to Summer who is in ******* and she was shocked. She very quickly started to work on a credit that was due to me since 2022. This company was knowingly over billing for 2 years. She also reversed the one charge to come out and shut off the gas.  For this reason alone I am willing to close this case however I do want you to keep them on your radar. They are unethical, run by some Saudi company and have very predatory billing practices. I simply wanted to provide you additional information for your records.  Thank you

  Customer Answer

  Date: 08/22/2024

  [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.  The letter that was received was actually a joke.  The true resolution was found when I was able to reach Summer who is someone local that works out of the ******* area. For the record, this company was charging me $5.80/gallon when our HOA negotiated rate is to never exceed $2.75/gallon. To get them to honor this was an act of congress and I fear there are several customers that would never know where to start.  If asked to participate in a class-action lawsuit I will do so and I will absolutely speak to the press about this Saudi owned company and their predatory practices.
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:08/05/2024

  Type:Delivery 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.

  7/25/24 10:14 am Propane was delivered to my home that was not ordered. Logged into my account and no orders had been made for our address. Fiance inquired with our neighbors and found that this delivery was suppose to be for my neighbor 2 doors down. Fiance immediately called customer advocacy and left a voicemail about the situation at 1:16 pm. They never called back. ******** spent 45 min on the phone with Amerigas (7:06 pm) and they stated that his delivery had been made and his tank was still showing a low level. 7/29/24 7:17 pm ******** stated that the money was credited to his account and no resolution yet but someone would call him.8/5/24 charged for propane I had not ordered but they claim I did. ****** left voicemail to Customer Advocacy again, 1:47 pm, and also sent email, 1:52 pm. I chatted in on the customer service line and this is when they claimed that the gas had been delivered TODAY and that I had ordered it.This is not the first issue with this company and we were running the tank low to go back to our former provider.

  Business Response

  Date: 08/21/2024

  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, and we sincerely apologize. I certainly understand your frustrations with the customer service you had received. A Customer Advocacy Specialist has contacted you with information to provide resolution for the billing issues and the tank pickup on your account. We hope this provides you with final resolution for your BBB Complaint.
   
  ********************************************** | *******************************************         
  
  

  Customer Answer

  Date: 08/21/2024

  [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: 22094977
  
  I am rejecting this response because:
  At this time the tank is still at our house.  We were told that the department picking up the tank would call us ahead of time to set up a time and instead they showed up 8/13/24 with no notice after we had JUST taken our dog to be put down and had not yet started a contract with another local supplier.  My wife was in absolute tears while all of this was happening.  It was a very emotional day and was exacerbated by the lack of communication that we were promised by Amerigas.  The driver gave us a phone number to call him directly and said to leave a message at that phone and he would call us back.  I have called 3 times and the number was either unavailable or it just rang until it hung up.  Until this tank is removed from our property I will not accept the resolution.  They are suppose to be removing the charge from the account but are still planning to charge us the ****** for the removal of the tank.  Both of our neighbors that have Amerigas are either going to or have gone to the same supplier that we switched to after all of this occured.
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 09/10/2024

  They sent an invoice out since picking up the tank and are charging an early termination when they broke the contract first with poor execution and lack of communication until I resorted to contacting the BBB.  They are also charging ***** for a service call when one of their agents in customer advocacy stated that they would not be charging us due to the mistaken delivery.  They charge this for coming and emptying the tank, but the driver who came did not empty the tank, he took a full tank and transported it without taking any propane out of it.  He did, however, take the guage off of it and flipped it upside down so that it appeared to be empty if someone just glanced at it.

• Initial Complaint

  Date:08/05/2024

  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.

  Called Amerigas to do a site quote for gas tank set up We received invoice $400 for this service Most businesses provide quotes no charge. We are an existing customer since 2007

  Business Response

  Date: 08/14/2024

  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 charge for the site survey from the account.  
  
  
  Best Regards,
  
  Customer Advocacy Specialist | **********************

• Initial Complaint

  Date:08/05/2024

  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.

  When I started renting my apartment in 2020 I took over rental of the submerged AmeriGas propane tank for my heating, cooking, and hot water. I signed up for a pro-rated account, prefering a more predictable bill each month, rather than a large lump-sum every time the tank was filled. My bills the first year stayed around $141 on average. The next year they increased a bit. When I inquired as to why (I'm one person, I don't use the stove all that often, use cold water to wash my clothing, shut the heat off from April to October) my bill had increased, I was told it was due to useage, cost per gallon, delivery fees, and other proprietary details that AmeriGas doesn't provide its customers. Last year my monthly bill went up to over $300 without any explanation for the increase from the company. I have called them multiple times and inquired and every time I get the same non-answer. This year, 2024, the bill went up to $385 every month. I called AmeriGas to ask why it went up so much again and what they could do for me. They said they could charge me a little less per-gallon. I agreed to that. I have once again had my heat off since April. Today I wake up to a new bill for the month of August for $464. No explanation for a new $80 increase. At this rate I can't afford to heat my home come winter, let alone cook, shower, and wash my dishes in the summer.

  Business Response

  Date: 09/17/2024

  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, 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 pricing 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 ********************************************************************* |*******************************************         
  
  

• Initial Complaint

  Date:08/04/2024

  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.

  being double charged for the same tank of gas, plus fake charges such as paper invoice fee!!!

  Business Response

  Date: 08/21/2024

  
  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, 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 for all financial details 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:08/03/2024

  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.

  I moved into a house that had this provider for propane. I called to move it into my name, but somehow they got me confused with the bakery next-door. Took me a year and a half to try to resolve. I am not a bakery.They have been nothing but stressful, and put me on the verge of a nervous breakdown, trying to communicate with them.My service was on automatic refill, which they did not do and let it go below 5%. My landlord asked me to switch services which I gladly said yes. I canceled my account in March and asked for the final bill.For some reason, they cant figure out the final bill. Including my refund for the propane left in the tanks. on June 6 I talk to associate and we figure out the final bill and I paid it, but the bills kept coming. Now it looks like they sent it to a collection agency. But I am still working with the original company AmeriGas to figure out the bill. I spoke with them on July 6 and they said they were going to resolve it. I spoke with them again on July 29 because Im now being sought by collection agency and she said she was going to resolve it, the bill is never resolved. Its $199. Please assist me. I will pay the bill for what I owe, but they need to tell me what that is. Thank you.

  Business Response

  Date: 08/13/2024

  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 credited the account and issued a refund check.  
  
  
  Best Regards,
  
  Customer Advocacy Specialist | **********************

  Customer Answer

  Date: 08/23/2024

  [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. 

  They have sent me a refund check and a second statement showing a zero balance. (attached images) I do hope this is the end of my problems with Amerigas.

  Thank you for your help.
  
  Regards,
  
  *************************