Business Profile

Propane

AmeriGas Propane LP

Headquarters

This business is NOT BBB Accredited.

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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

Customer Complaints Summary

3,564 total complaints in the last 3 years.
836 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.

Initial Complaint
Date:12/11/2024
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 have been billed for delivery of 2 propane tanks that I ordered originally and when, after 2 weeks, they had not arrived, I called to cancel the delivery. I could barely understand the customer service person and she stated that she could not find my account in their system, so I figured that I would not get a delivery. I then drove to *********** to talk to a service person at their location and found the building padlocked and just a toll free number on the window. So I called that and they did not show an order in their system. Then I called another propane company and ordered 2 tanks. A couple days later, after I returned to my home, Amerigas did deliver 2 tanks. Then the other company came and put their 2 tanks in and accidentally took Amerigas's tanks with them. I called Amerigas and told them this and they said they would need their tanks back and a couple weeks later they returned them. I called Amerigas and told them the tanks were there and they did come back to get them. I have a case number that someone at Amerigas gave me on 9/24/2024 if you need it. I continue to get past due notices and today (12-11-2024) another customer service *** said my claim was not accepted! Something about the contract I had with them. This whole episode is because of their horrible customer service department- the worst I've ever dealt with. The original bill I had from the delivery was $187.71 and now they are saying it is something over $600!! Please help!
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.

********************************************** | *******************************************
Customer Answer
Date: 01/10/2025
Hi again. I finally got to talk to a billing supervisor and they dropped the amount owed from $700+ to about $410. I am still not satisfied with that amount and they are supposed to get back to me within a weeks time. As far as I am concerned, I should only pay them for picking up 2 tanks, which should be about $200 or so. I would gladly pay the $200. I will go along with the $400 if I am forced to do so just to get this off my back. If you can help further please don't hesitate to call me at ************. Thanks, D***
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: 22673847

I am rejecting this response because:
Hi again. I finally got to talk to a billing supervisor and they dropped the amount owed from $700+ to about $410. I am still not satisfied with that amount and they are supposed to get back to me within a weeks time. As far as I am concerned, I should only pay them for picking up 2 tanks, which should be about $200 or so. I would gladly pay the $200. I will go along with the $400 if I am forced to do so just to get this off my back. If you can help further please don't hesitate to call me at ************. Thanks, ****.

Regards,

******* *******
Initial Complaint
Date:12/11/2024
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.
Tank meter is broken from hurricane ****** so company cannot keep up with tank level. Requested replacement 7 times but no service has occurred
Business Response
Date: 12/21/2024
Hello ***** and ***,

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 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: 12/23/2024
[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.

Regards,

***** ******
Initial Complaint
Date:12/10/2024
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.
I bought a home on 8/13/2024. The previous owners, had a propane tank leased from AmeriGas on the property I purchased.I considered leasing the AmeriGas tank that was there, and spoke with AmeriGas about this. They wanted to run a credit check to determine leasing eligibility, however, because my credit ***ort was frozen, they were unable to complete the credit check, and mailed a letter dated 8/13/2024 stating so, and that they could not approve me for credit.I decided not to lease from AmeriGas, so I never signed any contract, lease, or any other AmeriGas document, and instead bought my own propane tank from a different company.I called AmeriGas on 8/13/2024 to inform them that they would need to pick up their tank that the previous owners of the property leased from them. I made addition calls on 8/20/2024 and 9/13/2024, asking AmeriGas to remove their tank. On 9/23/2024, AmeriGas finally removed the propane tank leased by the previous owners of the property On 10/3/2024, I receive a bill from AmeriGas for $325.48, asking me to pay for the tank pickup leased by the previous owners of the property. I phoned AmeriGas, and told the ***resentative that I never leased the tank that AmeriGas picked up, and that any fees associated with the tank leased by the previous owners of the property will need to be collected from them. The *** spoke to a supervisor who agreed.On 11/24/2024, I received another billing for picking up the propane tank leased by the previous owners of the property , with a late fee added, totaling $361.48. I phoned AmeriGas and again told them that I never leased the tank that they picked up, and that any fees associated with the tank leased by the previous owners of the property , will need to be collected from them. The *** agreed that I dont owe anything.I demand that AmeriGas stop harassing me and cease all billing attempts for fees associated with the propane tank leased by the previous owners of the property.
Business Response
Date: 12/16/2024
Hello Primrose,

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.

********************************************** | *******************************************
Customer Answer
Date: 12/17/2024
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 in this matter.

Regards,
Primrose Paulos
Initial Complaint
Date:12/10/2024
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 purchased a home and there are two 100lb propane cylinders belonging to Amerigas that stayed on the property. I called Amerigas and they refuse to come pick them up and they were also unable to be recertified.
Business Response
Date: 01/20/2025
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 tank 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:12/10/2024
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 submitted a complaint on 12-12-23 Complaint ********** Which was a billing issue which was resolved and but now Amerigas is Billing for the Same Tank Monitoring Issue. I explain via letter Email and Phone Conversation that i am not a customer of **********************, i do not have the Tank Monitoring device, that i spoke to a ********* on 9-13-23 about removing the Tank Monitoring Device from my account, ********* gave me a Reference Number which is 3AFC-7823646.I am uploading the Total File from Complaint ID ******** for your ********* resolve this problem all i need is to have Amerigas Remove the Charges and close my Account.Thank you,**** ********
Business Response
Date: 12/30/2024
Hello Mr. *************
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:12/10/2024
Type:Billing 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.
On 09/09/2024 ************ Design received a bill from ******* in the amount of $2432.72 for the delivery of 55 gallons of propane. Our company has 5 propane tanks for the fork lifts. I called Amerigas and the customer service *** said this was a typo, the delivery was for 5 NOT 55. He was to send me a new bill. The next month's bill showed the issue was not resolved, so I called again and was told the issue was being handled. I paid the bill based on 5 galloons. Since that time, I have recevied past due notices, late fees. Last month I called and was told the ************************************** the delivery ticket. I did not receive it. Today 12/10/24 I called again as the new bill shows no correction and more late fees. 1 hour and 15 minutes into the call, and a manager said the correction from 09/09 is still in process. I have asked for an email stating such, but it has not been recevied. At this writing I am still on hold waiting for the email. I have asked for a letter stating that this matter is in the process of getting resolved. I was told by the manager " I can not guarantee we will send you a letter". I am only asking that a credit be applied to the account showing that invoice has been correct and there is no balance due.
Business Response
Date: 12/17/2024
Hello Ms. **************
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.

********************************************** | *******************************************
Customer Answer
Date: 12/24/2024
I have not received any emails from Amerigas regarding this issue. I have not received any correspondence acknowledging credit, as requested.
Customer Answer
Date: 12/31/2024
[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: 22667158

I am rejecting this response because:

I have not received any emails from Amerigas regarding this issue. I have not received any correspondence acknowledging credit, as requested.

Regards,

***** *********
Initial Complaint
Date:12/10/2024
Type:Billing 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.
Amerigas always gave us 3 different prices when receiving gas from them. When I changed gas companies after my husband's death in March Amerigas was contacted and was told they would need to come get their tank. We spoke with them several times in an attempt to resolve this matter and was never told we would have to pay for them to pick up the tank. They have just been sending bills. We had the tank removed out of the ground at our expense and contacted them several times before they even came to pick up the tank. I do not feel it is right for me to have to pay for the expense to removing their tank from my yard and to pay for them to come pick up their tank. Please help me if you can.
Business Response
Date: 12/23/2024
Hi ****** and ******,
Thank you for bringing 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 removed the tank pick up charge from the account.

Customer Advocacy Specialist | **********************
Customer Answer
Date: 01/07/2025
Complaint has not been resolved
Initial Complaint
Date:12/10/2024
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 is holding customers hostage! They are withholding basic necessities by not fulfilling their obligation to fill customers gas tanks. Their office is closed to the public and their phone systems have customers wait for hours at a time. I have waited a total of 7 hours with no luck. We have been out of gas for 5 days with their automated estimated refilling days out from that. Theres no local help. They are crooks!!!
Initial Complaint
Date:12/09/2024
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.
I contacted Amerigas in December of 2023 stating that I sold my property and they needed to come pick up their tank. The agent said to leave the tank on the property and the new owners would make the monthly tank rental fee payment. I have not owned the property since early 12/2023 and continue to get a tank rental fee bill from Amerigas. I have contacted Amerigas 5 times in the past year, the agents say they are going to cancel the account and the bill for the tank fee but no one follows through. I had a 'chat' today with one of their agents who told me that a supervisor would call within 2 hours so that this could be resolved. No one called. I'm hoping the BBB can help resolve this situation.
Business Response
Date: 12/23/2024
Hi ***,
Thank you for bringing 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 removed the charges for the tank rental on the account and ensured the account was fully closed so that this does not happen again.

Customer Advocacy Specialist | **********************
Initial Complaint
Date:12/09/2024
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.
On 11/4/24, I was charged $173.73 for a delivery of propane I did not receive- 42.8 gallons. I immediately contacted Amerigas to let them know, sending pictures of the gauges on my propane tanks as proof to confirm that I had not received that delivery. I subsequently received an actual delivery of propane on 11/12, 76.8 gallons, which I promptly paid. I have filed a dispute and called so many times over the last month- Ive even been told that the district manager has approved getting this charge waived, but have seen no action taken- despite almost daily follow up calls by me. Ive now been charged a late fee of an additional $36 dollars on this charge thats supposed to be waived. Im being yesd to death by these people and getting nowhere. I want the $173.73 and subsequent late fee of $36 to be waived from my account and would appreciate any help in this matter. Thank you!*******
Business Response
Date: 12/12/2024
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 with information to provide resolution for the billing issues on your account. We apologize for the inconvenience this has caused you. We hope this provides you with final resolution for your BBB Complaint.

********************************************** | *******************************************
Customer Answer
Date: 12/16/2024
[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 for raising this in my behalf, I really appreciate it! Have a wonderful holiday season!

Regards,

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

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AmeriGas Propane LP is NOT a BBB Accredited Business.