AmeriGas Propane
reviews and complaints

We closed on a house in October 2022 and immediately called to set up service with Amerigas. As of today, Nov 28th, we still have no propaine and the phone calls are ridiculous. We talk to a different person everytime and they just say whatever they need to get us off the phone. WE HAVE NO GAS TO HEAT OR COOK WITH and all they say is I am sorry. They dont have an inspector in the area to inspect the tank before they can fill it in Florida. They tell us we dont have an acct, yet I was sent a bill with a zero balance. They say the acct is incomplete because the agreement has not been signed, yet when I go to their website, the document to sign will not open. I have been trying for 3 days to sign this document and the last person I spoke with said the site would be up in one hour. I have been trying for 3 days.

The really sad part is I have tried to get another propane company to come in because I am disgusted with Amerigas. Another company wont come in till Amerigas disconnects from my house and removes their tank. This is a nightmare. IIt is cold in my house and I am tired of eating out. Horrible customer service and I am at my witts end.

Our propane contract is 'auto fill'. Should have been filled on 05 November, 2022, but wasn't. We ran out on 23 November and have called Amerigas every day since then, and are always told by a mid-east call center that we will receive a delivery 'today or tomorrow'.

We are in our mid-seventies, disabled and sick. We can't handle much more of this.

We can't contact the nearest BBB and Chamber of Commerce has not answered phone. Both are in Flagstaff, AZ.

Suggestions?

Rev. R C. Schumann, DD

I placed an order (prepaid) for 100 gallons on November 15, 2022 and was promised delivery between November 16 and November 22. No delivery, I called and I was promised delivery on Nov. 23rd, no delivery, I called and was promised delivery on Friday, Nov. 25th or the morning of Sat Nov. 26th-no delivery, I called on Mon. November 28th and was told that I was scheduled for delivery today between 1pm -5pm and I was #15 out of 16 to be delivered and was told I need to be there for delivery because I was at 6%, I requested a call when they were on their way so I could leave work to be there. At 3pm still no phone call, I called and was assured that they were going to deliver today, and they again noted that I would receive a call when they were almost there. No phone call, no delivery. I requested an email each time I called with a written promise of delivery, of course that did not happen. This is unacceptable, I am a pretty understanding person, so instead of lying to me they could have explained what was happening. I feel like the foreign country that handles their customer service - the reps are very good at lying and avoiding taking any accountability for their poor customer service, DO NOT CHOOSE THIS COMPANY!

On October 31st, we ordered and paid for $611 worth of propane with a promised delivery date of November 7th. No one showed up on the 7th. We called and were told it would be delivered on November 18th. Again, no one showed up. We called and were told that a repair or replacement of the tank was needed and a new delivery date of December 5th was given. Because the tank was now below 10% we asked for an escalated delivery and WE HAVE A VOICEMAIL stating the tech will be here today (11/28) between 9-12. At 11:45 I called and was told there was no service request in the system. When I stated that the company that serviced our previous address did not charge us until delivery, I was told the service agreement states in advance payment is required. I asked to see a copy of the agreement to determine Amerigas responsibility and they ignored my question. I asked numerous times for the complaint to be escalated to management but I was repeatedly ignored. Meanwhile, we were being told that they were pulling a tech off another job and we should expect him shortly. No phone calls, no follow up and at 4:15 the tech is still not there. Even after his visit today, if he shows, propane will not be delivered until whatever repair is needed is done and they will likely try to charge for that for a tank they own. The only thing I can say about Amerigas consistency is that they have been consistently BAD from top to bottom, beginning to end. And holding our $611 hostage for 2 months by the time this is done.

I've already emailed Paul Ladner hoping to get my situation resolved.

I put in my online delivery on November 11th and my tank is still on 0% till this day Nov 27th.

Went through Thanksgiving with no way to cook and my house frozen I've spoke to supervisors and just felt like I've been lied to the entire time,I had an expedited 1 day order on monday the 21st and still no delivery!

Account # [protected]

Amerigas has misled customers in the Cibola County, NM area by demanding payment prior to delivery without admitting they will be gouging residents for an extremely higher price than the typical / average NM market- price per gallon.

When the propane is delivered, you are not aware that they are price gouging seniors, local tribal members, and low-income residents $3.349 per gallon, tacking on city taxes for county residents, and taking advantage of the dire need for heating fuel in the winter.

They are also charging a minimum $36.00 late fee for tank rentals without invoicing or sending notifications in a timely manner or at all.

I have been trying to reach someone locally to get my deposit returned.

I have moved from the home that I had an account with you. When speaking to someone on the phone (and each time I call it's someone different) they tell me it will be handled.

How do I speak to a live person from my area?

My account # is [protected] - service address is 108952 Hwy 395 #25, Coleville, CA 96107. My name is Terry Lamb. My phone number is [protected]

I have since moved to 100 Park View Lane, #166, Savoy, IL 61874

I

I look forward to hearing from someone!

I have been a Amerigas customer for over 20 years. When I started with Amerigas the agreement was to have one fill up per year and there would not be a tank rental fee. I had a fill up in January 2022 and now they want change the terms and charge me $147.56 plus $36.00 late fee. I called them on 11-02-22 and spoke with someone from I'm not sure where because I could barely understand her. That another issue is that they got rid of all their office personal in the local branches. I also told her that the gauge has been broke on this tank for well over ten years and Amerigas has done nothing to fix this problem. As close as I can tell this tank was manufactured in 1974 and has not been recertified.I did receive a copy in February of new terms and after reading it it stated that if I do not accept these terms send a written statement stating that I do not accept these terms for I did send them a letter stating I do not accept.

Your employee Christopher Whitmire - airborn- who is in Kansas right now has had his family living with him for 3 weeks in his hotel room with 3 small children and his wife! They use the Amerigas credit card for their daily food and groceries! The wife uses the rental car daily that y’all have paid for and provided that’s the reason he wanted to drive so his family could come and live with him in the hotel. They started out in a Missouri hotel and moved to Kansas City hotel later that week. I just thought y’all should know! I have photos from the wife’s Facebook page.

I contacted your company about new propane gas installation. I told the representative that I spoke with that there was an old propane tank that would need to be placed on the ground so their tank can be installed. I asked how much the cost would-be to do this. I was told they would remove the old tank and install the new one, the installation fee should be around $99.00 dollars. I agreed and asked to be signed up for their propane gas service. I was so very hurt and disappointed when I received a bill for $699.17 for installation, plus the $557.78, I paid to fill the tank. I called numerous times trying to get answers as to why I was told one thing and then charged another. Every time I was placed on hold, told that the charge was being reversed and credited back to me and never was or hang up on. I am a senior on a fixed income and was most disappointed with what happened to me. Why can't someone give me a truthful answer, not place me on hold and never come back to the phone and explain why I was told one thing and (lied to) and have another done.

We have been customers in good standing for over 12 years. We were late paying the annual tank fees (we have 2 tanks-an oversight on our part) and received a notice in July indicating our service had been suspended until payment was resolved. We paid, we received a delivery in Aug 2022, were subsequently billed on 8/9/22 and paid on 9/1/22 (due date 9/8/22). All seemed normal and we did not receive any notice that our account terms had been changed. The problem came to our attention when we went to use our spa and noticed we had no propane in that tank. When we phoned customer service, we were informed that our account was put on will call and we had to pay up front for our services. After much frustration with the rep, we escalated the call to a supervisor (Fri 11/4). They explained again we were put on will call/pay up front but after a brief discussion regarding our long-term customer status, the fact that we paid the bill and had received a delivery after that payment and paid as usual, the supervisor said he would fix the issue and put our account back to the way it was with no further action on our part. The supervisor told us to call back the next day after 10 or 11 to request a delivery. If needed, we could request an emergency delivery and have the delivery by Mon or Tues. We determined an emergency delivery wasn't necessary, so we called today, Mon, 11/7. We were back to square 1. The rep said we were still on will call with pre-pay. If we wanted to be billed, we would have to run a credit check. The supervisor we spoke with on Friday did not follow through by fixing the account and left no notes about our conversation in the file. When I asked to escalate the issue today, they said there were no managers available for me to speak with as they were with other customers. I told them I would wait but they refused to transfer me to a supervisor or manager. Nothing was resolved other than we had to pay up front for a delivery to occur some time in the next 7 days. Due to the frustration I informed the rep we would be exploring other propane companies and I inquired about how to go about removing the current tanks if needed. The rep indicated he couldn't provide any information on that service as there was no one currently available to perform the service. So even if I found another company, I am still hostage to this company because they can't find someone to come pick up their own equipment/tanks. The Customer Service department is unable to handle anything other than simple delivery requests. They have no authority to speak to issues and are unable to resolve matters. It's a waste of time and energy.

After cancelling our service with Amerigas because they lied to us about deliveries by not even showing up, we asked to terminate the account. After that we asked for a tank removal because it is an Amerigas tank. When the day arrived and they didn't show up, I called them & they denied there was a tank removal scheduled so I made one and demanded an email as proof, which I got. When that date arrived, they didn't show up. When I called, they again denied there was anything scheduled. I said the email I was looking at & have in my possession contradicts that. The only thing the "customer advocate" offered was to [censored] on my info to the supervisor. I've got another supplier waiting to get his tank installed.

I have a 500 gallon propane tank buried in my yard to fuel my generator which I purchased in 2017. This recent hurricane/tropical storm IAN resulted in using the generator for the 1st extended period since it was installed. Used just over 44 gallons of propane at $5.429 per gallon, according to the bill for refueling the tank. That was earlier this month, today I received a 2nd bill from Amerigas for tank rental renewal of $216.73, the previous year's rental bill was $100.29. I called and spoke to customer service, was told yes, the rental fee goes up a little each year, but over 100% seems a bit extensive, they checked and they say the new rate is correct in their eyes. I recently found out that many companies offer a senior's discount, so I asked about that since I am 71, she said on the tank rental no discount, but if I would have asked about it when ordering the propane earlier in October, that I would have received a 10 cent per gallon discount, which they can't provide retroactively, but I can get it on my next order if requested. I do not understand how a company can gouge it's consumers on everything. I am disabled on a fixed income, my monthly income does not go up, every product and service has increased drastically over the past few years and I am quickly getting to the point where I can't continue living in my house because I can't afford the services.

I placed an order for 185 gallons of propane on September 30, 2022, which was also confirmed by a text on September 30th and it was supposed to be delivered on October 07, 2022. I called on October 10th and have continued to do so everyday since and I am repeatedly told that my order is now a priority, an emergency and he or she is the person to get it done because they have talked to the delivery specialist. I have even had some to say that they have talked to the delivery driver and they are in route to my home. Others have said that the driver said that I am the first one on the list for the next day. I just want the 185 gallons of propane that I have paid for and has been deducted out of my account since October 3, 2022. By the way when the money was deducted out if my account on October 3rd, I also got a text that my ordered was being processed but on October 11th and October 17th I got a text that my order was confirmed but the process procedure was removed. Everyone says the same thing but no one can get me the propane.

I called about a gas leak from the line going into the house. I turned the tank value off and called Amerigas. After three more calls yesterday, a driver arrived and told me he was not a technician and put a red tag on the tank. He said someone would be out first thing the next day. No one arrived so I called the 800-emergency number again. No record of a serve call scheduled, and they have no appointments available at all. I asked to speak to a supervisor who said she would email the service manager to email me ASAP.

Well, no email or calls and no heat, hot water or ability to use stove. This is not the first time I have had issues with them, and I would not recommend AmeriGas to anyone.

A few months ago, I asked the local Amerigas for a quote. They told me on the telephone that they needed a CC to secure an appointment, which I gave them. Nothing else. Nobody called me to set up a site survey, so I called another company who installed my propane tank, line and fill. Being that this was a new home and winter was coming, I didn't have time to mess around.

I get a call last week from Amerigas installer saying he wanted to do a site survey and I told him I went with another provider. He turned around and submitted the site survey costs of $194.96 which was taken out of my checking account. I called today and find out that Amerigas had set me up on auto billing even though I never authorized it. The person on the telephone tells me that they cant credit my account back because of autobilling that I never authorized. She tells me that Amerigas will send me a refund check in one month! That is fraud all day long. You don't steal funds out of someone's account for services not provided and then tell that person you will send them a check in one month! Amerigas has committed fraud.

On 10/21/22 I was scheduled for an initial consult with AmeriGas @8AM. However, approx. 8:30 AM I called the phone number listed on website (never allowed to speak w/anyone in local office of Morehead City, NC) to determine when/if someone would arrive. Much to my dismay, I was advised that I had been rescheduled for Monday 10/24/[protected]@8AM. On Monday the same situation repeated itself and none arrived. At this juncture, I was told that someone would reach out to me to reschedule. As of today, Wednesday, 10/26/22 no one has called nor emaild nor offered an explanation/apology for such unprofessional/negleglant conduct exhibited by this company (AmeriGas).

This is the only thing that this company could really offer me at this point because they certainly do not have enough trustworthiness for me to invest my time nor finances.

Sincetely,

Denise Shavon Edmonds

On October 17, 2022 at apprx 9:30am we received a propane delivery from our local Amerigas dealer. We were home at the time of delivery. There were 2 employees present, one at the truck, the other at the tank. They were here for at least 20 minutes and were having problems. They said it was because of the meters on the truck. They decided to leave and said that they would be back. My tank was at 65% before and after the delivery attempt but I received a text showing that 42.8 gallons of propane had been pumped. They came back to our house after stopping at another customer's house in our subdivision. Again they attempted to pump propane. I explained that I still had received a text showing 42.8 gallons pumped. They said that was to be ignored and that they would call in and explain their problem. They managed to get propane in the tank and said that they pumped 23.8 gallons. No ticket was left when they left. Again they said they would call it in. Now the tank is overfull @ 90% . Normal is 80%. I have been invoiced for 42.8 g on Inv # [protected] on my account.

My husband and I ordered and paid for propane on 9/4/2022. We still have not received a delivery. We have lived at our current location for 4 years with no issues. The company has made changes, you can no longer walk in and everything goes to the call center which will tell you the same thing day after day about your delivery.

It will be delivered today or tomorrow but we exercise the right to prioritize.

We have been told our issue is escalated, that our order was cancelled and also they reset the tank to look like we are at 82% which is not possible when we are actually at 18%.

It is cold in Ky and it snowed yesterday and we could not turn the heat on because of how low we are on propane.

We use propane to heat, cook and bathe in our home. All deliveries are promised within 10 business days. It has been 28 days since we placed and paid for our propane.

They keep changing our delivery dates, this is not acceptable.

From my understanding this whole town is having issues with Amerigas and their unfair practices.

Amerigas/Sawyer Gas has been propane provider over 25 years. For the last two years it has been impossible to get the propane tank refilled. We hava prepaid for propane gas and in the previous years we call the customer service and get a refill of our propane tank within a day. Currently customers have to call a call center in another country and talk to a customer service person. All deliveries are routed from one central location for the whole United States. Propane truck drivers get a iPad notification of who to deliver gas to. I started calling the call center 4 weeks ago to get a refill for my propane tank. Call center cannot tell you when delivery time will be. Call center instructs you to be home and have phone lines open, which means do not go to work if you want a propane delivery. The call center does not follow up when customer requests a follow up call. Supervisor at the call center does not take or return calls. Today after 4 weeks of calling the call center a propane truck driver shows up at my house. He did not call to say he was arriving and he was not notified propane tank was empty by the call center. When a tank is empty the delivery person has to check for leaks before filling the tank. The Amerigas call center suggested I purchase the gas tank and find a new propane gas provider. Amerigas has no customer service. Customers who prepay for propane are to be rewarded with 4 weeks WITHOUT hot water, gas grill or fireplace usage because there is no propane in the tank. Amerigas bases delivery on predicted gas usage and if you call and say tank is empty it does help.