AmeriGas Propane LP

April 9, 2014
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank removal and refund. AmeriGas takes any complaint by its customers...

seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.AmeriGas removed the tank from **. [redacted]’s property on March 29, 2014 and a refund of $431.37 was issued on April 1, 2014. **. [redacted] should allow 4-6 weeks for the refund to arrive.We value our customers both past and present and apologize for any inconvenience to **. [redacted]. We trust this response addresses her concerns. In light of the foregoing,AmeriGas reasonably believes that this matter has been resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,

January 9, 2015
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P d/b/a Sawyer Gas (“AmeriGas”)...

an opportunity to respond to [redacted]’ complaint regarding his account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’ complaint, we investigated the allegations contained therein and provide the following response based on our findings.Operations Manager, Sheila C[redacted] has been in contact with [redacted] regarding his account. Ms. C[redacted] informed [redacted] there was one incorrect meter read in September of 2014 which was correct the same month. Ms. C[redacted] also informed [redacted] he has not made a full payment since January 21, 2014, therefore his bill has continued to increase with late fees. Ms. C[redacted] informed [redacted] his $108.00 in late fees will be removed from his account if he pays the remaining balance of $269.23. [redacted] has yet to respond to this option.
If [redacted] would like to accept the removal of late fees option he will need to contact his local office at ###-###-####.We apologize for any inconvenience caused to [redacted] and trust this response addresses his allegations. In light of the foregoing, AmeriGas reasonably believes that this matter is on its way to being resolved. If you have any questions or require further information, please feel free to contact me.
Sincerely,
Haven D
Customer Advocacy Department

May 28, 2015Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an...

opportunity to respond to [redacted]’s complaint regarding a refund. AmeriCas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.
We have included a copy of [redacted]’s signed Sales & Service Order that clearly shows her deposit was for $150.00. We have also included a copy of [redacted]’s Final Bill invoice which shows the $20.91 usage charge subtracted from her deposit and the $39.99 service charge subtracted. Due to the outstanding charges [redacted] received a refund of $89.10. As a good will gesture, on May 26, 2015 another refund of $39.99 was issued to [redacted] for her service charge. [redacted]’s total refunds equal $129.09.
We value our customers both past and present and trust this response addressed the allegations in [redacted]’s complaint. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.
Sincerely,Haven D.
Customer Advocacy Department

January 7, 2015
Dear [redacted]:
font-family: arial, sans-serif;">Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank removal. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.
There has been a delay in the removal of [redacted]’s tank due to bad weather. [redacted]’s local AmeriGas office has been in contact with him regarding this matter. [redacted] has been informed his tank will be removed in a few weeks.
We apologize for any inconvenience caused to [redacted] and trust this response addresses his concerns. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.
Sincerely,
Jill D
Customer Advocacy Manager

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
May 8, 2014I sincerely question the veracity of **. [redacted]’s claim for the following reasons.Amerigas determines usage by temperature days and since they have been supplying my propane a delivery has never exceeded 247 gallons to fill my 500 gallon tank, and the average of all deliveries is 205 gallons. **. [redacted] claims that on 12/6/13 they only partially filled my tank, however, this “claimed” partial fill is exactly the average of the amount of propane which is usually needed to fill my tank. Since Amerigas measures the usage by temperature days, it seems odd that a partial fill is exactly the average of what it usually takes to fill my tank. There appears to be about a 250 gallon discrepancy here.It is also odd that when I called about the gas problem the phone attendant stated that I should still have a 60% full tank. How were her records updated to show I had received a full tank of propane when **. [redacted] states that I did not. If I did not receive a full tank of propane, how was **. [redacted] aware of it, yet the local branch supplying the propane was not?I called many times to talk to the Manager, [redacted], and was told he will look into my problem and call me back. It is again odd that when **. [redacted] did take my call that that he never mentioned a partial delivery when he knew in advance what I was calling about. He just stated you must have used the additional propane. ( 500 gallons in less than a month is not likely.)**. [redacted] states in her letter that: “There was an error in communication regarding the short fill which later resulted in an out of gas for **. [redacted], but not a loss of gas.”It appears **. [redacted] is unaware that my tank had a leaking shut off valve and that when the delivery man did fill my tank on 1/25/14 the only way he could stop it from leaking was to replace the shut of valve. (This was not an error in communications. I was there and witnessed the attempts to stop the propane from leaking.) And, if I did not lose propane, why did **. [redacted], the Branch Manager, offer me an allowance as a settlement?I cannot prove **. [redacted]’s claim of a partial delivery is false without a sworn statement by the 12/6/14 delivery driver or access to Amerigas’s records. However, it is obvious that **. [redacted]’s is unaware of the facts. I had a leak. I saw it. And she has records that the valve was replaced. Would you replace the valve if it weren’t leaking?With regard to the partial delivery **. [redacted] is claiming that not only did Amerigas fail to notify me of this partial delivery, but that when the phone attendant responding to my calls and the branch manager, [redacted], were given the opportunity to mention the partial delivery as a reason for my outage, it just slipped their minds.
Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I wasnt even their customer at the point that they delivered the fuel and it took many many calls to get this settled with them.  Yes they did drop the price   but I was not their customer 
Regards,
[redacted]

Thank you for giving AmeriGas Propane, L.P. d/b/a Flame Propane (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding her account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations...

contained therein and provide the following response based on our findings.
All fees have been removed from [redacted]’s account and on May 14, 2014 a refund of $53.63 was issued. [redacted]’s account has been final billed with a zero (0) balance and her tank has been scheduled for pick up.
We value all of our customers both past and present and apologize for any inconvenience we may have caused [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me. 
Sincerely,
Jill D[redacted]
Customer Advocacy Manager

April 2, 2015Dear [redacted]:
rgb(34, 34, 34); font-size: small; font-family: arial, sans-serif;">Thank you for giving AmeriGas Propane, L.P. (“AmeriGas) an opportunity to respond to [redacted]’s complaint regarding a delivery. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.
On February 3, 2015 there was a request for a delivery made by [redacted] for [redacted]’s account. [redacted] uses propane for cooking and due to the weather we were prioritizing deliveries. We did deliver to 17.1 gallons [redacted] on February 24, 2015; he was not out of gas. We picked up the tanks from [redacted]’s location on March 23, 2015. A credit of $22.90 was put on his account for the propane left in the tank. [redacted]’s account has been closed but he has a balance of $33.65.
We value all of our customers both past and present and apologize for any inconvenience caused to [redacted]. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.
 
Sincerely,
 
Jill DCustomer Advocacy Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I want to thank you for your help. Our tank was pickedup and we have our refund check. Thank you again for providing your wonderful service.
Sincerely, 
[redacted]

From: [redacted]
font-family: arial, sans-serif;"><[redacted]>Date: Thu, Apr 16, 2015 at 10:31 AMSubject: [redacted]To: "[redacted] ([redacted])" <[redacted]>
Ms. [redacted],
 
This complaint was also responded to via the Revdex.com of Northern Indiana on October 28, 2013.
 
Please see attached.
 
 
Thank you,
 
Jill D[redacted]
Driving Customer Delight Every Day
Customer Advocacy Manager
Office: ###-###-####
 
October 28, 2013 Via Email ([redacted]) Revdex.com of Northern Indiana Attn: Ms. [redacted] 4011 Parnell Avenue Fort Wayne, IN 46805 Re: [redacted], Complaint #[redacted] Dear Ms. [redacted]: Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to Ms. [redacted]’ complaint regarding a tank she needs removed from her property. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Ms. [redacted]’ complaint, we investigated the allegations contained therein and provide the following response based on our findings. Ms. [redacted]’s is correct she did make several requests to have her tank removed. Unfortunately, we were delayed in fulfilling her request but on October 24, 2013 the tank was successfully removed from her property. We value our customers both past and present and apologize for any inconvenience we have caused to Ms. [redacted]. If you have any questions or require further information, please feel free to contact me. Sincerely, Jill D[redacted] Jill D[redacted] Customer Advocacy Manager Cc: Aaron T[redacted], District Manager Dave B[redacted], Area Director PO Box 965, Valley Forge, PA, 19482 – Tel. ###-###-####

December 18, 2014Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an...

opportunity to respond to [redacted]’s complaint regarding a refund. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.
[redacted] asserts he has been overcharged for service. Our Operations Supervisor spoke directly to [redacted] and agreed to reverse the charges on his account. A credit in the amount of $320.14 was assessed to his account. Currently, [redacted] has a zero (0) balance.
We apologize for any inconvenience caused to [redacted] and trust this response addresses his concerns. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.
Sincerely,
Jill D
Customer Advocacy Manager

---------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Mon, Apr 28, 2014 at 8:25 AMSubject: Fwd: [redacted] - Revdex.com Complaint #[redacted]To: [redacted] <[redacted]>
---------- Forwarded message ----------
From: Amerigas Customer Advocate <[email protected]>
Date: Fri, Apr 25, 2014 at 3:31 PM
Subject: [redacted] - Revdex.com Complaint #[redacted]
To: "[email protected]" <[email protected]>
Cc: "[redacted]" <[redacted]>, "[redacted]" <[redacted]>
Dear [redacted],
 
Please accept the attached letter as our official response to [redacted]’s complaint.  If you need any further assistance please do not hesitate to contact us. 
 
Thank you,
 
 
[redacted]
Customer Advocacy Department
AmeriGas Field Service Center
###-###-####
###-###-#### Fax

May 13, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a refund. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated...

the allegations contained therein and provide the following response based on our findings.**. [redacted]’s $150.00 deposit fee refund was applied to his account balance of $62.99. A refund of $87.01 was issued and cashed on May 6, 2014.We value all of our customers both past and present and apologize for any inconvenience we may have caused **. [redacted]. We trust this response addresses his concerns. If you have any questions or require further information, please feel free to contact me.Sincerely,

December 17, 2014
Dear [redacted]:
font-family: arial, sans-serif;">
Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank pickup. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.
We apologize for the delay in picking up the tanks from [redacted]’s location. We picked up the tanks on December 15, 2014 and issued him a refund of $184.18. [redacted] should receive the refund check in approximately two (2) weeks.
 
We value all of our customers both past and present and we apologize for any inconvenience caused to [redacted] and trust this response addresses his concerns. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.
 
Sincerely,
 
Jill D
 
Customer Advocacy Manager

October 20 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding billing. AmeriGas takes any complaint by its customers...

seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.In September, [redacted] received a past due invoice for tank rent. The tank rent invoice has been reversed and [redacted] received a refund in the amount of $66.15. The refund check was issued on September 29, 2014 and his account was closed out with a zero ($0) balance.We value our customers both past and present and apologize for any inconvenience caused to [redacted]. In light of the foregoing, we reasonably consider this matter resolved.
Sincerely,Jill D
Customer Advocacy Manager

[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.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]

Recently we changed propane suppliers and waited for Amerigas to retrieve their tank from our property. The driver was very polite and assured us that there was not charge for picking up their tank. We had a little over 100 gallons of gas that we had previously paid Amerigas for. Not only did we not get reimbursed for our gas, but we received a bill of $224.14 for picking up their tank. Previously a relative who informed us of the more excessive price that Amerigas charges changed to the same company that we did. She was reimbursed for the gas in the tank and not charged a fee. Obviously this is an unfair business practice, and I would like to report the business. Now they want to charge an overdue fee of $36.00 per month. They continue to ignore my requests to be reimbursed. What is my next step? I am a disabled Vietnam Veteran and would like some assistance.

April 7, 2015
Dear [redacted]:
font-family: arial, sans-serif;">Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a rebate [redacted] Card. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.
We truly apologize for the error on [redacted]’s account. [redacted]’s account has been corrected and now shows as a heating customer. Our records indicate [redacted] declined to be a forecast customer which would have qualified him for the $300.00 rebate. Therefore [redacted] qualified for our $200.00 rebate. A $50.00 [redacted] card has been sent to [redacted] for his troubles and we would like to credit his account $200.00 for the rebate he did not recieve. We have attempted to reach [redacted] regarding this option but have been unsuccessful.
If [redacted] would like to accept this offer he will need to contact his local office at ###-###-####.We value our customers and apologize for any inconvenience caused to [redacted]. In light of the foregoing, AmeriGas reasonably believes this matter is on its way to being resolved. If you have any questions or require further information, please feel free to contact me.
Sincerely,
Haven D.
Customer Advocacy Department

Good Morning,
I will respond to this complaint within the next couple of days.  Thank you for your patience. 
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The account of the events in the letter were slightly inaccurate.  After I spoke with Sheila and was informed someone was coming to check the meter, I was pleased.  Victoria called later and asked for Tiffany.  I informed her she was not here.  Victoria left her name and number and asked if Tiffany would give her a call back.  Nobody has come to check the meter. 
Regards,
[redacted]