Heritage Propane

I was on auto fill. They did not fill tank. I ran out of gas. Customer service was very rude. No help getting gas. Pipes froze and now I have a $16,000 insurance claim. That is not as bad as my 2 month old sleeping in cold house. Have been customer for 13 years. Looking for new propane supplier.

Review: 12/27/12 we had Heritage set us a propane tank and pre purchased 88 gal @1.179 a gal, plus I paid for 12gal that was in the tank that day. I was told they would come and fill my tank in a day or two. when they came to feel the tank the driver was unable to make it to the house to fill my tank. I called and asked if I could come to the office to get one of my small tanks filled and was told yes but I could only have it filled at 8 in the morning. I had to do the another time because they informed me they would not deliver to my house unless in totally dry. I understood this and did fuss even though their driver was out running us down in the community. So I ended up having 3 100lb tanks filled at their office which left them owing me 30 some dollars, but I get a bill from them a few months ago stating I owe them money. I called and ask for them to pick up their tank and refund me the money they owe me. They did do a credit for part of the bill but then turned around and billed me late charges again for a bill I do not owe, they owe me money. I called again ask for them to pick up their tank and refund me the money and clear the bill against me cleared up.Desired Settlement: All I want if the bill they say I owe to be cleared up and a new bill showing 0 balance and a refund of the 30 something they owe me, and if they don't want their tank that is fine just tell me so I can get it out of my way.

Business

Response:

Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond to the above-referenced consumer complaint. According to the complaint, the [redacted]'s are requesting a refund for pre-purchased propane. We have concluded our investigation and provide the following response. AmeriGas records indicate a refund check in the amount of $33.09 has been sent to the [redacted]'s and their balance is now zero (0). We apologize for the delay and any inconvenience the [redacted]'s may have experienced. Additionally, our records indicate that the propane tank has been removed from the [redacted]'s property. 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, [redacted] Customer Advocacy Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards,[redacted]

Review: The pricing for the Propane fill was mis represented to me.

I have been a customer of Hertiage Propane for 5 years.I have had my tanks filled at the summer rate and that rate has been locked in until the end of March in the following year.I called and had my tanks filled at the end of summer and asked if the price would be locked in .I was told YES.the Fill rate was 2.59.

Now here is the rub..I called December 17th,2013 to have my tanks filled ..I had 35 percent of the gas in tanks.I called again Dec 28th and reminded [redacted],the rep at Heritage Propane that I would be out of gas and needed filled before the bad weather came in.We live 7 tenths of a mile of the main road and we are nearly on top of a mountain...Called again on Monday Jan 6th and told her we were out of gas and I didnt know if the truck could get here and informed her if it didnt they could pick up their tanks.The truck did arrive arround 4 pm.The driver had to install tire chains but he did get here and fill the tanks.Problem is they charged me 3.73 a gallon for the gas i.l.o.the 2.59 I was told that it would be.The driver pumped 274.7 gallons. I contacted Heritage Propane ,[redacted],and was told the 2.59 was the summer price and there was nothing she could do about it.I am satisfied that they have done other customers like they did me.I have subscribed to their service for 5 years and now [redacted] decided that although I was told the 2.59 would be locked it there was nothing they could do about it.I am not sure of the exact price they did charge me all I have is the ticket with the total gallons which is 274.7.Desired Settlement: I would like the money refunded to my credit card account and their business practices investigated at this Heritage branch.I will have Heritage tanks removed when the gas is out

Business

Response:

To Whom It May Concern:

Thank you for giving AmeriGas Propane. L.P. d/b/a Heritage Propane ("AmeriGas") an opportunity to respond to [redacted]'s complaint regarding pricing and past account history. AmeriGas takes any complaint by its customers seriously and upon receipt of your letter, we reviewed Mr. [redacted]'s account. We have concluded our investigation and provide the following response.

Currently, Mr. [redacted] is not enrolled in any of our pricing programs causing his price to fluctuate. With approved credit, Mr. [redacted] can enroll in our pre-buy program which would give him a locked in price per gallon. He is also able to enroll in anyone of pricing programs when the programs open back up for enrollment. For more details on our programs, Mr. [redacted] should contact his local office at ###-###-####. As a courtesy, District Manager, [redacted], adjusted Mr. [redacted]'s last delivery to $3.44 per gallon giving him a credit of $55.49 on his account.

Enclosed is account history for Mr. [redacted]'s account dating back to May 2010, which according to our records is when Mr. [redacted] established an account with us.

We value our customers and sincerely apologize for any inconvenience we may have caused Mr. [redacted]. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Customer Advocacy Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Thank for your assistance in this matter..Heritage Propane's response as to not be enrolled in a program is a feeble attempt to cover the price gouging they do to their customers.Per their records I have been a customer since May of 2010 and did not know of such a program until I called and inquired about the cost of the Propane in Jan 2014.They charged me $1012.00 for 274.7 gallons of propane.Per their records each time my tanks were filled the cost was adjusted back to the summer fill price after I contacted them until this last fill .I will be changing companies .Hopefully,Heritage Propane will investigate the business practices of this branch.

Thank You

Regards,

Business

Response:

Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond again to Mr. [redacted]'s complaint regarding his price per gallon. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. [redacted]s's complaint, we investigated the allegations contained therein and provide the following response based on our findings.

District Manager, [redacted], has agreed to lower Mr. [redacted]'s price per gallon to $3.44. Amerigas feels this price is fair with prices rapidly increasing and propane shortages taking effect nationwide. Increases in propane prices are due to the increased wholesale costs and the costs of transportation as we are re-directing supply across the country to ensure all customers have adequate supply.

We value our customers and apologize for any inconvenience we may have caused Mr. [redacted].

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,

Customer Advocacy Manager

Consumer

Response:

Heritage Propane has not issued any credit to my card.Per conversation with [redacted] this morning,2/4/14, I should respond to the fact that no credit has been issued and I informed her that I had my 100# propane tank filled at [redacted] last week and was charged 2.95 for propan .I remind you I was charged 1027for 274.7 gallons of propane by heritage/amerigas 3.73 dollars a gallon.Per their manager they agreed to drop the price to 3.44 ..NO CREDIT has been issued to my card....I am very disappointed with Amerigas response.I am more disappointed with the customer service as it relates to taking from December 17th 2013 until Jan.2 2014 to deliver the Propane.I will remind you I made three calls..December 17th,December28th 2013 and Jan 2 2014 before the propane was delivered.Then the charge of 3.73 a gallon for propane .Would this be considered price gouging?

Business

Response:

I verified with the District Manager that Mr. [redacted] does in fact have a credit on his account. If he would like a credit applied to his credit card then we would need his credit card number or if he would like a refund check we can do that also.

Thank you.

Consumer

Response:

I have paid as I go with this company so I would like to know why I was not contacted v.i.a. phone or by mail to inform me of a credit to my account. I do not have the ability to track what they do in their office.I am still waiting for an explanation of why I was charged 1027 dollars for 274.7 gallons of propane.That is 3.73 a gallon and why it took nearly three weeks for this company to service their tanks.I had my 100# tank filled at Southern States for 2.95 a gallon last week.I dont understand why I can get 30 gallons of propane for 2.95 a gallon from a co-op and the company I have depended on to keep propane in the tanks I use to heat my house charged 3.73.To be fair with Heritage I am sure they have charges other than just the propane but since I have only the total gallons I have divided the total charge by the total fill gallons and it comes to 3.73. The summer fill pricing was explained to me after Heritage/Amerigas charged me the inflated price for the propane. One would think that a customer since 2010 would have been furnished the information required to keep the summer rate because previously I have been given the summer price after I called about not being charged the correct fill price per gallon.Heritage records will confim that.I would like to thank the Revdex.com for giving me an outlet to vent my concerns because Heritage/Amerigas certainly doesnt care enough about their customers to make a phone call or send a notice v.i.a.mail.Heritage/Amerigas can send me a check in the mail for the refund if indeed there is a refund.

Business

Response:

Please accept the attached letter as our official response to [redacted]’s complaint. Please do not hesitate to contact us should you need any more information.

Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond again to Mr. [redacted]'s complaint regarding his price per gallon and credit on his account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. [redacted]s's complaint, we investigated the allegations contained therein and provide the following response based on our findings.

As mentioned in our last response, District Manager, [redacted], lowered Mr. [redacted]'s price per gallon to $3.44. Amerigas feels this price is fair with prices rapidly increasing and propane shortages taking effect nationwide. Increases in propane prices are due to the increased wholesale costs and the costs of transportation as we are re-directing supply across the country to ensure all customers have adequate supply. Since the price adjustment was made on Mr. [redacted]'s account there was a credit in the amount of$55.49. Mr. [redacted] has since issued a refund check for Mr. [redacted]; please allow two (2) to three (3) weeks for delivery.

We value our customers and apologize for any inconvenience we may have caused Mr. [redacted]. 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,

Customer Advocacy Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Consumer received his refund. He is not satisfied due to lack of customer service. He called on 12/17 and did not get a delivery until sometime in January after he called numerous times.

Regards,

Review: On or around Aug 4 we received a call from the customer service rep from Northern Energy, during this conversation we terminated our service with this company as a result in unsatisfactory business services. The following day our propane tank was filled and we received a bill for 327.00. The customer service rep called and apologized and asked if we wanted to keep the propane or have the 163 gallons removed. We asked to have it removed this was on the 5th. On the 6th of Aug we received a bill. I then called the office and stated I have received a bill.. and reiterated the problem to her she stated no you don't need to pay the bill. We waited another week no propane was removed, called again , at this point the office person acted like the did not have a clue of what was going on.. so we waited another week still no removal.. called again was clueless again, then we physically came in the their office.. once again to no satisfaction of when there would be onsite to remove the propane. This has been an on going problem for 3 week plus now with no end in site. This company also bashed their competition when they found out we were cancelling our service, She stated to us " they run out in the winter ". FYI we kept the original voice mail from the person about the propane mishap, so their clueless state can't be denied.Desired Settlement: I want what was promised to us 3 plus weeks ago... to remove the 163 gallons from our propane tank...

Business

Response:

I talked to Mrs. [redacted] on the 29th of August and the tank was pumped on the 2nd of September

[redacted]. [redacted]

District Manager

Amerigas-Gardiner,MT

Northern Energy Propane-Livingston,MT

###-###-####

###-###-####

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' 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] & [redacted]