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

  381 S White Mountain Rd Show Low, AZ 85901-6113

• 

  Amerigas

  400 Eagles Nest Rd Ste B Bridgeport, CT 06607-1939

• 

  Amerigas

  358 Torrington Rd Litchfield, CT 06759-2702

• 

  AmeriGas Propane LP

  PO Box 307 Purcellville, VA 20134-0307

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:12/09/2024

  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.

  Four years ago a moved to a new house, having sold the old one. When I got a propane tank at my new address, I requested that the tank at the old address be removed and that my old address be disassociated with my account. I was assured this would be done. A month or so ago I ran out of propane. I called Amerigas to get my tank filled and discovered that my account had been closed with no reason listed. I had the account re-activated and then received an invoice that included a tank rental fee for the tank at the old address. I protested this with customer service twice in one day and both times I was put on hold an then disconnected by the Amerigas system. Previous to the second disconnect, the customer service *** stated that "the tank was in your name and therefore you owe the fee" even though Amerigas is clearly in ********, two items: One Amerigas customer service is AWFUL. Two, I want the erroneous tank fee removed from my invoice.

  Customer Answer

  Date: 01/05/2025

  While I have received some initial communication from ********, the issue remains unresolved at this time.  The representative that contacted me seems to understand the issue, but isnt forthcoming yet as to what the resolution will be. 

  Customer Answer

  Date: 01/17/2025

  The customer advocate:  ***** H, has resolved my issue to a satisfactory conclusion.  This complaint can be closed with a positive reflection of AmeriGas interaction.  
  

  Thank you very much for your assistance in this matter. It saved me a substantial amount of money. 

• Initial Complaint

  Date:12/09/2024

  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.

  I sold this home 11/8/2023 and the new owners did not call in to set service up in their name for the propane tank rental. I contacted Amerigas when I received a past due bill in 2023, after several phone calls and emails and chat I got the issue resolved. I have now received another bill for the propane tank rental for the 2024 time period. I am currently on hold for the second time trying to resolve this issue again and am getting the run around once more. I spoke with a **** on November 4, 2024 at 1:55 p.m. mountain time and received a confirmation number ********** stating the bill would be removed from my name. I also contacted my Realtor to contact the buyer's to place the tank in their name. I am currently on hold with ******* and have asked for a manager to speak with, phone call has been 45 minutes so far. I do not owe $120.76 and would like this bill amount removed from my name and the account closed forever. The new owner is **** ****, ******* ********* and **** ****. I can provide a copy of the deed, etc. if needed. Case Number for Amerigas is CAS-********

  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 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: 12/27/2024

  I have received another bill and although the ***resentative said things are taken care of I do not have any proof that it is actually the case. I have attached the additional bill the *** said was removed.

  Thank you,

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

• 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.

  Amerigas refused to fill propane tank that we lease, so they were asked to remove tank. Once they removed tank, they charged $299.00. I filled a dispute 11/7/24 (#**********) and called to get status on 11/19/24 and was told via **** ****** my dispute was approved. Received another call after that saying I had a past due amount. Called again 11/22/24 an spoke with **** ****** who said that it was not approved. I asked to speak to supervisor and spoke with ***, whom agreed that the dispute was satisfied but had a billing block on the account. I requested that she send an email of billing showing a $0.00 balance which she said she would do Monday and it never came. The next invoice was dated 11/20/24 with another late fee added totaling $335.98. I fear that they will ruin my credit score for not paying for a tank they refuse to fill and I was leasing and not honoring what they told me over the phone.

  Business Response

  Date: 12/17/2024

  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 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: 12/20/2024

  [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:12/08/2024

  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.

  I have been and Amerigas customer for 10+ years. Over the last few years their service and accountability have continued to go downward. I decided to switch gas providers after multiple problems with Amerigas. Once I decided to switch they decided to charge me a multitude of charges that shouldn't have been charge. Here are a few of the Items. - Early termination ( I've been a customer for over 10 years). -Pickup of their tank. -$130 fee for tank rental. I canceled the tank and they came and took it.

  Business Response

  Date: 12/26/2024

  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 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:12/06/2024

  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.

  11/22/24 my wife smelled propane around ***** feet from our underground tank that we lease from Amerigas. I was home 2 hours later and smelled a strong smell of propane at the tank. I called the Amerigas help line. A call center answered and said they would dispatch service to my home. They told me to turn off the gas at the tank and leave the house. I received a call from the technician an hour later and he said he would be out to check the tank. The technician arrived after about 2 hours. He and I went to the tank, and he agreed that he smelled propane, and that I should not be smelling it. I left him alone at the tank and he ran some tests. He then came into my house and told me that he was unable to locate a leak. He told us that he wasn't sure why the smell was there. He said it could have been a spill from a sloppy fill up or a change in pressure or a float that wasn't fully pushed in. He then told us he would note these on the work order that he did smell the propane, but that he was unable to locate a leak. The tank is leased, and we are in an auto fill plan. We never touch the tank at all. We received a bill for $419 for the service call. Our contract states that Amerigas is responsible for all repair of the leased equipment for normal wear. All of the reasons the tech gave us for the smell would have been Amerigas related since we do not access the tank at all, but we were charged. In addition, I called to request the work order to see the notes and was told that they didn't have it. All they could send me was the invoice that I have attached here. We smelled gas, the tech smelled gas. Their call service said they needed to send out a tech. We never access the tank. I don't see how we should be charged since the issue was with the leased equipment or with their service providers who fill the tank. Since the tech visited, we still smell propane, but less intense at the tank. We have been customers for 8 years and have never had an issue or a late payment.

• Initial Complaint

  Date:12/06/2024

  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 paid for 100 gallons in f propane on November 21st. They could not come before the 29th to the 2nd. So we asked that they come on Dec 1st then so someone would be here. They said ok and came while we were gone anyways and now the line is not hooked up to my house. So I have propane but still no heat, hot water, and can not cook. I called on the 2nd they told me they cant come back until the 18. Its in the teens for temp. This is unacceptable. I have called everyday since and they Keep lying to me telling me each day they are coming that day. Still, no one has shown up to connect my propane tank back to my home and I am now sick. Do you have any idea what its like not to be able to take a shower before work? Or cook dinner for your family when you get out of work? This isnt right.

  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. I do see that we have restored service to your account and only charged for the parts needed. 

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

• Initial Complaint

  Date:12/05/2024

  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 purchased my home in June 2024 and the previous owner had an Amerigas tank on the property. We are using a different tank and propane company. I have reached out to Amerigas for 6 months to get them to come out and retrieve their tank and they still will not provide a pick up date or further information.I told Amerigas I would need to hire someone else to remove the tank as it's outside of my daughter's bedroom and not safe. Amerigas threatened to sue me or charge me the full amount of the tank if it's removed by someone other than Amerigas.I am stuck and don't want anything other than having Amerigas remove their tank from my property as soon as possible.

  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 tanks from the property.
  
  Customer Advocacy Specialist | **********************

  Customer Answer

  Date: 12/26/2024

  [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:12/05/2024

  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.

  I am writing to formally lodge a complaint against AmeriGas regarding their recent failure to provide adequate service and communication, which has resulted in significant inconvenience and potential safety risks for my household.I have been a customer of ********************** for 6 years and have consistently relied on their automatic delivery service to ensure a continuous supply of propane. However, without any prior notification or explanation, AmeriGas removed me from their automatic delivery schedule. As a result, I have unexpectedly run out of propane, leaving my household without heating and cooking ******* make matters worse, I was charged a $300 emergency fee for a delivery that was necessitated by AmeriGas's failure to maintain my automatic delivery status. I did not request or authorize any change to my delivery or payment method, and this fee is both unjust and burdensome.This lapse in service is unacceptable and has caused considerable distress. The lack of communication from AmeriGas regarding this change in service is particularly troubling, as it has left me unprepared and without the necessary resources to make alternative arrangements.I request the Better Business Bureau to investigate this matter and take appropriate action to ensure that AmeriGas adheres to their service commitments and communication protocols. Additionally, I seek compensation for the inconvenience and potential hazards caused by this service disruption, as well as a refund of the $300 emergency fee.Thank you for your attention to this urgent matter. I look forward to your prompt response and resolution.Sincerely,***** *******

  Customer Answer

  Date: 12/07/2024

  The company charged the emergency fee for next day delivery however they did not deliver propane because they overbooked, would not waive the fee and cant give a time when the delivery will occur.  I am only able to speak with a call center in the *********** who is not authorized to make decisions, cant reach other departments and will not call the customer back because it is against the ********************** rules.  So I am left unable to cook to run my generator for 3 days at the time of this complaint.

  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 see the propane delivery was made on 12/07/24. If you wish to go back onto auto delivery we ask that you either set up auto pay online and change your delivery to forecast or you can call in to run a credit check to see if you qualify for billable terms and forecasting.
  
  Customer Advocacy Specialist | **********************

• Initial Complaint

  Date:12/05/2024

  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.

  I canceled amerigas and they charged me a tank pickup fee and a service charge fee paying 461 for a tank that is sitting ready for them to pick up. Also I have a rental fee that is paid to them and they will not remove even though I canceled my service.

  Business Response

  Date: 12/23/2024

  Hi *********, 

  We have reviewed your account and I have removed the tank rental charge along with the late fee on the account. The tank has been picked up and the remaining propane has been credited towards the account balance.

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

• Initial Complaint

  Date:12/05/2024

  Type:Customer Service 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 in ************, **, is totally inaccessible for customer help. I have spent hours on the phone and get nowhere. Within this year I paid for gas delivery but the check was lost and though I paid then with a credit card (with confirmation number) they again billed me with penalties. Would not talk to me as my husband's name was on account. Sent them death certificate, as required, and though I was told they got the certificate, they will not change the account. Biggest problem is that I CANNOT get a real person to talk to me to resolve this problem. This is the absolute WORST customer service I have ever encountered and since I am now 90, that is saying a lot. I do not need this frustration at my age (or ANY AGE). You have helped me one time in the past - can you do anything about this company?. I need help and I am told that I am not the only one.

  Customer Answer

  Date: 01/02/2025

  i have notified company that I am discontinuing my association/business with them.  I have a new provider. It will cost me some money but, as they say, peace of mind is worth something.  It is a shame that the customer has to pay the price for this **********************'s bad business.  I am most certainly not the only person to be treated this way. I do thank you for your help and advice.