ComplaintsforAmeriGas Propane LP

Propane

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Customer Complaint:

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Initial Complaint
10/24/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Will not deliver, asked NUMEROUS times for delivery date. Have horses to put up. Refuses to deliver
Business response
10/27/2023
Hello *****,

Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so with handling your propane needs, I sincerely apologize. I certainly understand your frustrations with the complications you have encountered with trying to get your delivery, and the customer service you had received. This is not the experience we want for any of our customers. We have provided the following resolution to this complaint. We have contacted you via phone and provided you with a propane delivery of 108 gallon on 10/26/2023.

Best Regards,
Customer Advocacy Specialist | AmeriGas
Customer response
10/27/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************
Initial Complaint
10/19/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Our business ran out of propane on Sunday 10/15 and had to shut down all operations as a result. When I spoke to customer service, I was told we had missed an automatic payment in July, during our peak season of business. We were sent only one singular email to inform us that the payment was not successful and that you would not attempt to reprocess the payment, we would have to pay manually. Amerigas continued to bill us successfully for additional deliveries and continued to deliver propane for several months. Amerigas then stopped delivering propane after 10/9 and gave us absolutely no notice. My business ran out of propane unexpectedly and we had to shut down for over 24 hours. We paid the past due balance of $172 immediately upon learning about it. We were still required by your customer service team in India to pay a $300 fee to avoid a 3-5 day delay in receiving a delivery. When we finally managed to get ahold of our local Amerigas office, they were appalled that we were forced to pay a fee and said they would have come out immediately if we had been able to call directly. We only managed to reach our local office by locating one of the employees' personal phone numbers on an email from years ago. As of recently, all public-facing phone numbers for Amerigas, even for your local office, automatically reroute to your office in India. We would like the $300 fee refunded as our local office confirmed it was unnecessary for us to pay this fee.
Business response
10/25/2023
Hello,

Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so here, we sincerely apologize. I certainly understand your frustrations with the complications you have encountered, and the customer service you had received. A Customer Advocacy Specialist has contacted you by phone and provided resolution for the billing and delivery issues on your account. We hope that you are satisfied with the resolution provided.
Best Regards,

Customer Advocacy Department | AmeriGas Propane
Customer response
10/27/2023
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 advised me that the local office reversed the fee.

Regards,

*****************************
Initial Complaint
10/09/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called Amerigas to order propane but was told that I called to late and I would have to pay a tank rental fee. I told them that is against my policy to pay to for a tank rental and to cancel my service and take the tanks back. This was in June and they keep billing me and adding late fees. I want them to credit the bill they created and remove the tanks from my property that are at 30%. The company has gone downhill fast.
Business response
10/26/2023
Hello *****,

Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so with handling your propane needs, I sincerely apologize. I certainly understand your frustrations with the complications you have encountered, and the customer service you had received. This is not the experience we want for any of our customers. We have provided the following resolution to this complaint. We have issued credits and a refund to you. We have e-mailed you with the details, if you happen to have any further questions regarding this we ask that you please respond to that e-mail and we will be happy to assist you.

Best Regards,

Customer Advocacy Specialist | AmeriGas
Customer response
10/31/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************
Initial Complaint
10/06/2023
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Dear Sir?Ma'am: I called Amerigas several times regarding the issue. The Delivery Man ****** ******* on a previous delivery said he for got to turn the first tank he filled back on for use. When the tanks are full the guage reads zero, or appears to be empty. I alsost immediately I found both my tanks reading empty. This sparked an emergency delivery which I was billed $300.00. Plus a years worth of late fees. Two foreign answering services said they would refund the money and didn't . One stateside employee said he would refund the money and did not. Only a 140 dollar late fee has yet to be refunded so far. They said the computers won't refund the late fees. That's not my problem. I didn't incur the fees, Amerigas did. It's no wonder Amerigas has an "F" with the BBB. Thank you for your services. -Richard
Business response
10/25/2023
Hello,

Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so here, we sincerely apologize. I certainly understand your frustrations with being out of gas and apologize if correct expectations were not set when ordering propane. A Customer Advocacy Specialist has contacted you by email with all details to provide resolution for the BBB Complaint. Please feel free to reply to that email with any questions or concerns.

Best Regards,

Customer Advocacy Department | AmeriGas Propane
Customer response
10/31/2023
[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: ********

I am rejecting this response because:
****** *. Omits the fact that December 14th was the date that Amerigas shut off one of my tanks, and I ran out of propane almost immediately in January. The record proves this. Please omit this $300 charge which was made for a jo
nt just 4 miles away from their station. Not to mention that Median income for my home town is only $11,000 per year. I ought to have you arrested for being barbaric. You have done nothing to remove the F off your BBB record.

Regards,

******* *******
Initial Complaint
09/21/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I initially closed my account in August in 2023 and informed that the tank would be picked up in 4 to 6 weeks. I called again on August 28th inquiring what date and time for pickup only to find out that the account was never closed.I confirmed with a rep named **** to close out the account and he provided and tank p/u number and a credit p/u number for crediting since there was still unused gas in the tank. the date was set for 9/11/23 at 1:45. They never showed. On the 14th I called again and was informed they were indeed coming today. They never showed. Subsequent calls to them and supervisors resulted with no results. The last episode the date was set for 9/20/23, they never showed. I JUST spoke to a supervisor 9/21 at 9:46am who was VERY uncooperative but at least telling me a supposed p/u date of 10/2/23 no time given.Key take away: *They have no desire to take their tank off my property. *That there are apparently closing and p/u fees that I must pay which was unknown to me. *That there's an apparent shortage personnel. *Finally they seem extremely intent to know why I wanted my account closed even suggesting that I made a "mistake"????I have no choice now but to hire a company to remove their tank off my property.
Business response
10/04/2023
Hello,
********************** has been contacted by a Customer Advocacy Specialist to provide resolution. The Amerigas tank has been removed and the account closed, all details regarding charges, credits, and refund included in the email sent to him.
Best Regards,

Customer Advocacy Department, Amerigas Propane
Customer response
10/14/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************************
Initial Complaint
09/14/2023
Complaint Type:
Billing Issues
Status:
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.
On 07/14/23 Amerigas charged a bill for $684.87 for a tank refill, I had contacted the company because I had ran out of gas and they never came to refill, I had to request an emergency fill, when the company came to fill the tank on 6/13/23 they told me they had found a leak in my tank and they had to take the tank away. The tank was taken and I spent a week without having any gas in my house, I have a baby and I couldnt use my stove, I had no hot water and couldnt use my dryer. Amerigas told us they couldnt rent a tank anymore so we had to purchase a new one, on 6/16 we purchased a new tank and paid $1457.87, I contacted Amerigas and explained that they shouldnt charge for a refill of $684.87 since I never used that gas, they filled the tank and then took it away full. Amerigas has been telling me since June that they will be taking the invoice off and that it will be escalated but they havent taken off the bill, every time I call they have told me that the issue will be escalated and the bill will be taken off but they havent resolved it, and I keep getting charged late fees that they keep taking off. A second invoice of $557.79 was charged for the same tank refill, i was told by Amerigas I would be credited for half of it since my original tank showed I had 50% gas left. I have been promised a credit of $963.76
Business response
09/27/2023
Hello,
**************** has been compensated for all incorrect charges and customer service issues and a refund check was issued.
Best Regards,
Customer Advocacy Specialist, Amerigas Propane
Initial Complaint
09/07/2023
Complaint Type:
Product Issues
Status:
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.
Yes I have been trying to get a refund from AmeriGas since Jan. 2023. My mother had passed away so I no longer need their service. So I was told to take as long as I need before I close out the account. So I called for them to pick up the gas tank. In Jan 2023. Once they pick up my gas tank they sent me a check with both names on it ( my name and mother name). I had to mailed the check back to them. The bank will not cash the check because my mother account is close. They sent the same check to me 3 times. I had sent these check back signature confirmation to make sure they received it. I have been calling them every month and repeating the same things to them about my refund. I have sent the a copy of death certificate, my mother power attorney form, pick up the gas tank. We ever I call I get a young person and they act like they are putting in the paperwork and still nothing. So I decide to talk to the Supervisor talking to the Supervisor did nothing for me because all they do is give me different case number and tell me it should be here in 7 -14 days. and still no check. I call them every month reference to my check and nothing. All I want is my refund with the correct name on the check so I can cash it. I don't know what else to do. Please help me!! Since Covid hit the office in Fayetteville NC has been close. So have been calling the office in Ohio or there call center. Here is the AmeriGas ###-###-#### in Fayetteville NC AmeriGas ###-###-#### Thank-you *******
Business response
09/19/2023
Hello,

Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so with handling your propane needs, I sincerely apologize. I certainly understand your frustrations with the complications you have encountered, and the customer service you had received. This is not the experience we want for any of our customers. We have provided the following resolution to this complaint. We have reissued the refund check and you should receive the refund check in the mail within the next 10 business days.

Best Regards,
Customer Advocacy Specialist | AmeriGas
Initial Complaint
08/29/2023
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
On July 25, 2023 I went to ******* in Lenoir City, TN to use the Amerigas propane tank exchange. I inserted my card, followed the prompts to place my old tank in the machine. After placing my tank in the machine, the kiosk began initializing and "rebooting". Once it came back online, I could not get a new tank from the machine. I called the number on the machine for customer service and they could not find my transaction. I have proof from my bank that the funds were withdrawn but Amerigas claims they still can't find the transaction on their end. I called the number 3 times. One time I was on hold for 30 minutes before giving up and hanging up. I have emailed the company and at first they were responding. They instructed me to call the same place I had already called 3 times. I did so, and they still could not locate my transaction. They have since stopped responding to the requests via email. This should be a simple process. I have bank evidence that $21.71 was taken from my account. If the company reconciled the sales of the kiosk, they should be able to see that on the day in question there was an extra tank left in the machine. I don't want a refund as I have "lost" my tank to exchange and a new tank costs quite a bit more. I simply want what I paid for and that is an exchange of my empty tank for a new tank.
Initial Complaint
08/25/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I requested a copy of ownership of an underground propane tank and they couldn't provide it even though I was offering to buy the tank, it is from 1997 and not much life left in it, and have been given the run around saying they will call me and never do even though I have called multiple times about the request and still have not gotten an answer or even being able to talk to someone that can give me an answer. On their rules and regulations form written by them under section 14 it states that instead of digging up underground tanks the company will sell you the tank.
Business response
08/28/2023
Hello,
We were not able to locate the customer's account with the information provided. Please supply the following information so that we can assist the customer.
Name on AmeriGas Account

AmeriGas Account number

Physical Address where the propane tank is located

Phone number associated on the account

Best Regards,

Customer Advocacy Specialist | AmeriGas
Customer response
08/28/2023
I would also like to add they refused to deliver gas even though that is how cooking and hot water are used in my house when we have a child at home too, and the tank is run out.
Initial Complaint
08/25/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was quoted service prices over the phone and by the service technician that was not even close to what My bill reflects. I called to dispute the charges and ask for an adjustment but I am not getting any response.
Business response
09/07/2023
Hello,

Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so with handling your propane needs, I sincerely apologize. I certainly understand your frustrations with the complications you have encountered, and the customer service you had received. This is not the experience we want for any of our customers. We have provided the following resolution to this complaint. We have issued credits to the account due to incorrect service charges and the customer service you have received. An e-mail has been sent with specifics of the credits applied.

Best Regards,

Customer Advocacy Specialist | AmeriGas
Customer response
09/12/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

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

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