ComplaintsforAmeriGas Propane LP

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, August 12, 2023 while my husband was cutting grass in our back yard he smelt gas coming from our gas tank that runs our oven/stove and fire place. He immediately called Amerigas to let them know at 9:30 AM. Amerigas didn't send anyone out until 4:30PM. The tech, *******, was very rude and couldn't find the leak so she had to disable the tank. Amerigas left a leaking tank in our yard. On Monday, August 14 I called and cancelled our service and asked them when they were going to pick up the tank. After being on hold for 20 minutes the CSR couldn't tell me when they would pick it up. On Tuesday, August 15, we had our new provider come and install our new tank. Their tech informed me that the tank was still leaking and that Amerigas need to come and pick up the tank immediately. I called Amerigas to ask them when they would come and pick up the leaky tank. The first person I talked, I explained what was going on and they put me on hold for 20 minutes and I got disconnected. I called back and went thru this process again. This time the CSR told me that their standard practice was to pick up a tank with in 30 day. I again informed them that the tank was leaking. The CSR put me on hold and when they came back told me that they would out in a "emergency" order to get the tank. I asked that they call me to let me know when they would be there. Several hours passed and my ring alerted me that there was motion. I look and Amerigas had sent a gas truck to refill a disabled leaky tank. I called Amerigas again and had to explain the entire situation again. The CSR told me that they saw where an emergency order was put in to refill a tank. I asked to speak to a Supervisor and was put on with ***** who after 20 -30 min told me they would get the tank and call me before they came. NO CALL NO TRUCK. We were not able to use our stove/oven for 3 days and I still have a leaky tank in the yard.

  Business response

  08/18/2023

  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 removed the propane tank from the property and closed the account. 
  
  Best Regards,
  
  Customer Advocacy Specialist | AmeriGas

• Initial Complaint

  08/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We ran out of Gas on Saturday the August 12th. I put in an order online for an emergency expedited delivery - 1 -day for $300.00, which would have been Sunday the 13th. I did not receive a delivery until Monday the 14th, and I was advised that I had a leak and that another technician would have to come out, so the delivery man locked the tank, gave me a form to sign and left. I called Amerigas three times since Monday the 14th and I was advised today that they do not have a technician in my area and they are not sure when they can have someone come out. In addition to this, I own my tank and purchased it when my house was built. I have also been trying to get a re-fund of $60.84 which was charged to me on March 31, 2022 for "tank rental" They took these funds out of an overpayment I had credit for for a delivery and refuse to refund me. I have been calling about this since March of 2022. I would like a refund in the amount of $360.84 for my "Emergency Delivery" and this "tank rental fee" And would also like for them to come unlock my tank so that I can get another propane company to proceed with service if there is in fact a leak. I have not had gas at my home for four days now, and this is totally unacceptable customer service.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In December of 2020 a bought a home that had Amerigas for propane. When I called to change the account into my name they had closed their local office and phone line. Found service with another company. For 2.5 years Amerigas left their propane tank on the property. They picked it up and NOW are billing me for picking it up. My calls go to India? and they can not help me. I never had service from Amerigas and did NOT rent a tank from them. How do I stop billing AND late charges and correction to credit report if any? Bill shows account  #*********

  Business response

  08/18/2023

  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 the tank removal and billing, 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 removed the propane tank and removed the charges on the account for the removal. The account has been closed with a zero balance.
  
  Best Regards,
  
  Customer Advocacy Specialist | AmeriGas 
  

  Customer response

  08/21/2023

  [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

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Amerigas charged us for a tank rental when we don’t even live at the house anymore. Trying to get our $195.00 back is next to impossible. Also there is 33.83 credit that they keep forgetting to give us. Amerigas uses overseas workers that are nice and polite but are trained to not provide you with any resolution without pulling teeth. To begin with, the tank itself was full of holes and when we ordered more gas it all leaked. We had to run new natural gas lines to the pool heater at the cost of $1000 cause the propane gas was just too unstable and unpredictable. I did ask for a reimbursement for the gas that we bought that all leaked out but the agent said because we’re closing the account, they can’t reimburse us. Well I’m closing the account because the gas all leaked out! Ok fine. I ask to reimburse our tank rental since we don’t live there and the tank is full of holes anyway. I gave them our current address to send the check and they sent it to the old address. The new homeowner said she would only give us the check in exchange for old pictures of the house. We can’t find them! So she’s holding it hostage. So I call AmeriGas this morning to get another check sent to OUR address and they said I wasn’t an ‘Authorized User’ on the account. I call BS cause my husband put me on there and I’m the only one who was been coordinating this elusive refund. AmeriGas is using every tactic to not refund money that shouldn’t have been taken out in the first place. Account #*********

  Business response

  08/29/2023

  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 your refund, 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 the customer a refund check for the credit balance on the account. The matter for the tank rental fee being addressed has been taken care of, as the tank rental charge was not paid by the customer and it was waived from the account on 08/21/2023.
  
  Best Regards,
  
  Customer Advocacy Specialist | AmeriGas

  Customer response

  08/30/2023

  [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:
  
  Every other day we get another bill from AmeriGas and then I have to complain about it to get it resolved. 
  

  Sometimes it is automatically paid if I mistakenly leave on Auto pay. 
  

  I closed the account months ago, why is it still open? Why is your company continually keep sending us bills?? Sometimes 2x a day for different amounts. For what? It doesn’t even say what it’s for. 
  We don’t even live there. We closed the account months ago. 
  
  What would be fair if your company reimbursed us for the approximately $360 we lost the gas we purchased immediately leaked out of your faulty tank. 
  
  Seems like something shady is always happening with your company. 
  

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

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello - I have been overcharged, now charged late fees, because the company is unresponsive to my communications. I have contacted them via phone, chat, and letter mail. I ordered via online and included in a note that I wanted the delivery to include the discount ******* and the $100 rebate as advertised. An employee said "people usually call us if there isn't a place to put the discount code". So, by writing a note in my online order, the discount has not been applied. This is unethical. I work fulltime and don't have time for this fight, and didn't have time to call them on top of ordering online. I'm at wits end on this. May account number is *********, invoice # **********, the original bill was on 4/19/23 and I have tried multiple times to get it fixed since then. I cannot calculate what the bill should have been because of all the fees and taxes and knew if I paid part of it I would still be billed for the rest. The delivery reference # is *********. They have now tacked on $72 of late fees. The letter version of my communication was a copy of the bill with late fees and the following note in red letters, sent to the communications address they provide: This bill is incorrect. When I requested the tank fill I specified that I wanted the advertised rate which was available at the time of $1.79/gallon and a $100 discount. I received that discount information in an April 11, 2023 email from your company. The promotion code was ******* and I met all of the conditions of use of that discount. I have contacted you company multiple times requesting you send the correct bill so I can pay the correct amount. You have been unresponsive and are now saying I am late in paying. This is false advertising and harassment. I would like to pay the correct bill. I cannot afford to pay an extra $200 which I do not owe. Please adjust the bill and notify me when it is ready and I can pay it online. Thank you for your help! ***** ********

  Business response

  08/16/2023

  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 billing 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 rebilled the invoice to reflect the correct price per gallon, removed the late fee's from the account and issued the customer a credit for the rebate. 
  
  Best Regards,
  
  Customer Advocacy Specialist | AmeriGas

• Initial Complaint

  07/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 6/30/2023 AmeriGas invoice. Charged$687.28 Ref # ********* "REPL/INST up to 30' of 3/8" or 1/2" COP" was never performed. There was nothing replaced. Service call was 6 minute job (which I observed) to remove lock and screw in gas line. This should have been done in March 2023 when I bought house, opened Amerigas account, and paid for propane to fill tank. Again, there was no line replaced. I have contacted the company 7 times. I have been "promised" it has been sent to a supervisor who would contact me in 48-72 hours. The call center in the Philippines and the Amerigas website correspondence with a "live agent" have all promised resolution to no avail. The disputed invoice (#**********) is due 7/30/2023. I am very diligent with my bills and have flawless payment record. That is why I have attempted to be proactive for the last month. There is a Dispute Case # ******* and a ***- *******.Please help in any way possible. I have never had a outstanding bill turned into a collection agency or a lien placed in my lifetime. This is the worst customer service I have ever experienced. It is a very simple matter to see there has been no line replace as stated on the invoice. Thank you for your help.

  Business response

  08/04/2023

  Hello,
  
  We have provided the following resolution to this customers complaint. We have removed the incorrect service charge from the customer's account and returned the account balance to zero. 
  
  Best Regards,
  
  Customer Advocacy Specialist | AmeriGas

  Customer response

  08/04/2023

  [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

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Account #**********. Invoice #**********. On 07/24/2023 a contractor for Amerigas came to my residence to install a tag that can remotely monitor gas level. My 330 gallon tank was reading 38% prior to installation of new gauge, 10% after. I called Amerigas on 07/25/23 to report that the level had dropped. They asked if I smelled gas and I stated NO - I did not think there was a leak but questioning if new gauge was faulty as there was no way I used up that much gas since last delivery. Next thing I know 2 trucks with 3 employees arrive. They said it was reported as emergency gas leak; I became agitated and said that I specifically said I think it was a gauge problem and NOT a leak that I did NOT smell gas. I would not have agreed to pay for an unnecessary service as I am retired and on disability and don't need the extra and unnecessary expense. The employees checked everything; no leak They think might be float issue that won't know until try to fill up. The employee stated there would be NO charge. This is equipment owned by Amerigas; they should be responsible for any equipment maintenance. I received a bill for $299 for service call and gas leak. I have made numerous calls but can't get resolution. Overseas call center will not let me speak to local person. Emails to customer service replied to with direction to call customer service. In summary: Amerigas dispatched emergency crews for a gas leak check when I specifically stated I did NOT smell gas and thought it was gauge issue and now trying to charge me an exorbitant fee for a service I did not request on equipment I do not own after the employee specifically said the fees would be waived. They claim they have no record of there being no fee and yet I signed the ****/tablet after employee showed everything was "zeroed" out. I am requesting the fees be removed from my account. Thank you.

  Business response

  08/04/2023

  Hello,
  
  We have provided the following resolution to this customers complaint. We have removed the incorrect service charges from the account leaving a small credit on the account.
  
  Best Regards,
  
  Customer Advocacy Specialist | AmeriGas

  Customer response

  08/04/2023

  [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

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had service with amerigas & stop service since they had left my damage tank for almost a year , I had them come get the tank & close account in Jan 18,2020. In March 2, w 2023 I start receiving bills that I owe 190.99 I have spoke to customer service in March April May & last time was June 14 2023 I was told my account had been credit & was closed. I asked for a bill statement showing this but never received. I received another bill July 24 2023 saying I owe the 196.99 . I haven’t had service or a tank since Jan 2020 & can’t get this taken care of. I’ve asked for a manager several times to be on hold for an hour then call to disconnect. I have all my paperwork to show the tank picked up & final bill. My dispute # ******* for account *********. Please help get this resolved to a zero due . Thanks

  Business response

  08/04/2023

  Hello,
  
  We have provided the following resolution to this customers complaint. We have credited the customer's account, issued the customer a refund check, and re-closed the account with a zero balance. The customer should receive their refund check in the mail within the next 14 business days. 
  
  Best Regards,
  
  Customer Advocacy Specialist | AmeriGas

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 5, 2023, Amerigas started billing me for a service call that I never requested nor ever received the alleged service. They claim is was to "reset the dome lid on the (propane) tank". I had dropped them as my propane supplier at the end of February 2023 due to their multiple delivery issues, and certainly did not request a service call by them for anything, let alone to reset a lid. They have no written or verbal request from me, because I never made one. Their latest invoice (7/5/23) is for $237.17, which now includes a $36 late fee. My account # is *********. I have filed several requests to cancel the invoice(s) thru their system, the latest being on 6/28/23 and 7/21/23. No responses to either of these. Their earlier Customer Information Request # was *****************. This is the only response I have received, and it contained the absurd comment that the invoice was to rest the dome lid (which I could do myself if was needed, which it wasn't).

  Business response

  08/04/2023

  Hello,
  
  We have provided the following resolution to this customers complaint. We have removed the incorrect service charge along with the late fee. The account balance has been returned to a zero balance. 
  
  Best Regards,
  
  Customer Advocacy Specialist | AmeriGas

  Customer response

  08/04/2023

  [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

  07/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Several months ago I called Amerigas and asked them if they could send someone to the house and give us an estimate for converting from PGE to Propane. A representative came out, spent about 5 minutes looking at the situation and said it would not be to our advantage to make the change. I thanked him and he left. Then a few weeks later we started getting bills for the service call. They never said there would be any charge of any sort for a man to come and give us an estimate. If they had I would not have told them to send anyone out. I refuse to pay the charge which has now grown to over $200 due to non payment. I have called them twice and both times they said the charge would be cleared. Bills and dunning letters continue to come. Can you get them to stop sending bills? Acct Number is: ********* - This is the account they set up to justify billing us. We never asked for an account, simply an estimate as to whether we should do business with them. Their rep said no, it would be too expensive.

  Business response

  07/26/2023

  Hello,
  
  We have provided the following resolution to this customers complaint. We have removed the charges from the account and closed the account with a zero balance. 
  
  Best Regards,
  
  Customer Advocacy Specialist | AmeriGas

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