AmeriGas Propane

On 11/21 we ran out of gas - this was strange since we just got a new tank in May - 75 gallons. Its just the two of us and the only gas appliance is a range. We probably use that about 3-4 times a week. We dont cook that much. When the gas delivery man - (Erik A.) came out to fill the tank he said we had a leak - the leak was the nut that was not correctly tightened by the last installer. The delivery guy would not fix it and said we had to schedule another person - after many calls a repair man came out on December 16, 2022. He laughed as he tightened the bolt that was causing the leak. "now ive seen it all" he said. Anyway - Amerigas is charging me for the entire refill of the tank 11/24.2022. On top of that a billing issue that was resolved last year regarding "late payments" came back on a second invoice - 1/1/2023 a little over a month after the first invoice for the refill.

On Jan 11, 2023, I ordered propane for my 1,000 gallon tank, which was at 30 percent. My promised delivery window was Jan 12-18. When the 18th passed, with no word from AmG, I called daily for a week. They have customer service in India, I think. I escalated it twice and talked to 2 supervisors, who assured me my propane would be delivered. But—it would take another week. No reason given. I received a recorded call Jan 23, stating I would receive my propane Jan 24. When that day passed, I called and was told there was no delivery scheduled and that no call had been made. We are down to 16 percent and will run out of propane. It is 3 degrees at night, with highs of 27. We’ve turned thermostats to 60 and are cold. I am trying other companies and will be forced to pay emergency prices.

I started service with Amerigas in October 2022, paid $562.92 for a full tank of gas that leaked out two weeks later. After calling Amerigas several times, to have them conduct a leak check and fill the tank, they schedule someone to come but no one ever showed, this no show happened for 30 days to the point that I had to pay to fix my own tank through another company. Amerigas finally called me on January 7, 2023 to schedule a service check for the leak, I informed them that I have someone coming out that afternoon to fix it. They insist that their person should still come out and take a look. I wasn't at home and saw Amerigas truck pulled up my driveway and filled my tank and charged me $781.61. I called Amerigas as asked the question, why would you send someone out to fill my tank knowing that it is leaking? The rep stated that, it was done in error and that they will send someone out right away to fix the leaking tank. No one came out after several days. Finally, a rep from Amerigas came out to fix the leak, the rep drove down my long driveway and left without fixing the issue. I was charged $179 for a service fee of fixing a tank that was never fixed. Amerigas customer service reps are not professional, they do not understand their jobs and when a situation gets difficult, they hand up the phone. They also claim they schedule you but if you call to speak to another rep to verify your appointment, your "appointment" was never scheduled. I requested a refund for both incidents and I have been given the runaround.

On or about January 7th I called Amerigas for a refill on my tank. The Amerigas driver arrived and told me he could not fill the tank because the tank was within 10 feet of an ignition source (AC Unit). Upon further inquiry, it was determined Amerigas was the company who placed the tank at it's current location and also did the plumbing more than 8 years ago. It was also determined a Permit was pulled at the time of installation and later inspected and given a green light. I have attempted to contact someone in charge and they outsource all of there calls to people who cannot even enunciate the English language and they will not transfer you under any circumstance to a supervisor. Meanwhile, I have enough gas in my tank to last I don't know how long but its the only source of cooking for my family and I. What I need is for Amerigas to come and move the tank, replumb it so it's in compliance. It appears they are avoiding that at all costs. If it's in fact true that my 120 gallon tank is illegal, then my family and I run the risk of an Explosion and nothing good happens after that. Depending on the results of the BBB, I have contacted out Attorney for guidance and provided them with all of the necessary evidentiary paperwork to proceed as necessary should I get no resolution from Amerigas

Amerigas is the worst propane service company I’ve seen!

They have no local offices and never answer the toll free number. I’m down to 5 percent in my tank which heats my home. I’m on the automatic refill plan and my account states an order was placed 12/30/22. It is now 1/21/23 and still no propane. I’ve attempted to call them, placed on infinite hold, was only able to use their online chat to beg for propane delivery before I run out only to be told they could not give me a specific date for the delivery only that it would be “ expedited “ which means nothing. They should not be allowed to provide service for areas where they have no local offices and obviously cannot provide service for.

Do Not use Amerigas!

This what I came home to. Camp verde Amerigas propane company driver drove all the way up to the tank and destroyed my yard because he's didn't want to extend his hose. We’ve used this company for years and never have they driven up to the tank like this. Then left it like this without saying anything even though my family was home. Security cameras caught the whole thing.

Kerrie Hawthorne

[protected]

Amerigas

[protected]

I had gas delivered 8/11/22 for season. I paid 201.76. On 10/6/22 I replaced my generator and called for hook up. The man came and did it, 2 pieces of pipe, about an hour or so. I paid the bill 289.99... What happened? Now I owe 993.00 dollars. I have called many times to no avail. Please help me. Thanks, James McCarthy, [protected]

This company is unbelievable. We have two tanks, one for a shop and one for our house. We ordered propane on the 3rd of January 2023 and today is January 19, 2023. I have called 4 times and spoke with a supervisor who assured me we were on expedited delivery due to our tank being empty. He guaranteed delivery in 24 hours. Today they tell me its not even scheduled yet. Im not sure where I can report this because it is not right. Whatever happened to service in the community or anywhere.

Account #[protected]
Account holder: Ann Moran
Date of Death: 7/20/2022
Personal representative: Amy Zbel
Location address: 104 Hickory Drive, Conway SC 26526

I would like to speak with someone inside the company to assist me in transitioning this account after my mother's death. I've spoken with 5 representatives (call center), been given incorrect process information by 4 of them and sent 2 emails requesting assistance with no response. I really just I am asking for assistance from a knowledgeable employee of the company. I understand this situation likely does not occur often and hard to train call centers on unique situations. However, it would be appreciated if something like this could be escalated to an inside department or division. Addressing my mother's death over and over is getting hard. I have not had any problems with any other service provider with account handling. Please consider my request and have someone contact me either at [protected] or [protected]@gmail.com. I sent the death certificate and the letter of personal representation on January 13. If it takes time to review and process, please have a personal email sent to advise me of what is happening with the request.

Thank you,
With kindest regards,
Amy Zbel

I ordered a propane delivery as my tank was on 1/4 tank. I was waiting for delivery on the 16th of January 2023. A cold snap was predicted, so I planned a head.

No delivery, no call, nothing by the 18th day of January 2023. . Took a lot of searching to get to a person to be told they are short on drivers(no my problem) by some woman in INDIA. Basically go screw yourself was the answer. So, no updates, no propane. And I am afraid my RV pipe will freeze with the cold snap.

What a rip, by a company. I will be looking for a replacement.

I am making a complaint to your company regarding picking up my propane tank. My tank is gone now, but it took 11-1/2 months for you to come pick it up. It took me over 40 hours of my time to get someone at Amerigas to follow through to get my tank removed. I the 11-1/2 months not one person told me there was a charge to pick my tank up. I continually told every person that I talked to that I need to charge YOUR company for storage fees for 11-1/2 months. I had to call again to get your company to give me the money for the propane I had in my tank. I told the person that I was not paying for the pick up of your tank. She deducted the pickup from the propane amount in my tank and I received the check. I feel that you owe me either the storage fees or money for pickup of the tank. I will continue to put your company down, because I feel as a customer I was treated unfairly. Your company put my family through absolute hell. From sleepless nights to so much anxiety that it almost makes me sick. Just wanted you to hear how you really treat your customers.

I've been an Amerigas customer for 12 years with only minor issues until now. I have a 320 gallon tank and normally make two purchases of propane per fiscal year (November 01 to October 31). I've never been charged tank rental until 11/30/22 at which time I received a charge of $186.31 (invoice #[protected]). The agreement has always been that the rental will be waived if a purchase of at least 50% of tank capacity is made within the fiscal year.

In February of 2022 I purchased 160 gallon for $850.70 (invoice # [protected]) and in October/2022 a purchase of 160 gallon for $844.10 (invoice # [protected]) Total gallons purchased was 320 gallon, total cost $1691.80. Both deliveries were paid in full.

11/30/22 I received a tank rental charge of $186.31 (invoice# [protected]) This has also been paid in full, ($135.00 credit on my account plus the balance of $51.31that was paid 12/23/22)

As stated above, the tank rental has always been waived if the requirements for purchases were met. I believe I have satisfied that requirement in 2022 as I purchased 100% of my tank capacity in 2022.

I attempted to contact my local Amerigas facility in Mt. Orab, Oh. concerning this issue but found that the facility had been closed to "walk-ins" and the phone number disconnected. I called Customer Service with no results. Hopefully this can be resolved by filing this complaint and explaining in writing why I don't agree that I should be charged with the tank rental. Thank you for your consideration.

customer of 22 years

[protected]

gas tank was submerged under 7 feet of saltwater during hurricane Ian

needs inspection.

Can't get ahold of local office/ you don't allow

I heat my home with Propane.

It's cold now in Florida

Called three time and spoke to representatives

No one calls me back

Now after, I called and I find out I have an inspection 20 days from now, almost 30 days from my initial call.

Not happy

2012 New Construction home Tank placed 2/14/21

June 2012 Leak in Tank per Tech.

2012 July House complete customer moved in.

August Another leak per tech.

New Tank Gas Previous tank 2/14 1600 now 2700 same tank.

Called many times. Tank Leaking. Small house 2 adults. Tank lost gas in 2 months after we moved in then tank was filled with same amount of gas but with an extra $1000.00.

Both tech with each gas leak said they would report so it is known that the gas was leaking and not coming into the house. There is no way 2 people in a small ranch not using heat because it is July and only lived there for 2 months could have gone through 1000 gallon tank of gas.

I received an invoice for $149 (tank pickup fee) on or about 11/23/22. I canceled my account with Amerigas about a month before that because they advised they were going to deliver gas and then did not on the day promised, as a matter of fact they changed the delivery out by 7 days. I have paid the annual fee on the tank since 1979. Someplace along the line Amerigas changed their terms to include a tank pickup charge (something that I was never made aware of and never signed anything associated to the "new" terms) so I was a bit taken aback by a charge by a company to pick up their own equipment that I was renting from them.

I have been trying to get Amerigas to unlock my tank for over a month now, I tried before it got cold because my elderly mother is in the house and this is the only source of heat, Amerigas made an appointment for Dec. 21 between noon and 5 pm, sent confirmation emails and texts making sure someone would be there but no one called and no one showed up to unlock the tank. It took over a year just to get the tank set for me, and now I can't use the propane that I've been paying for. It got down to neg. 27 below zero for several days, and my mom ended up sick because of the lack of heat in the house. I have called over and over and over and no one can seem to let me know anything. This is the worst company ever and I will not keep paying for propane I can't even use. This is horrible and I have been treated and talked to by the customer service reps like crap, one guy made sure to keep telling me he would send someone out that would charge me $140 for a gas leak that I don't have if I called and reported a leak since I can't get anyone there to unlock my tank. The service is horrible, the customer service reps are rude and the supervisors have lied to me and I know they lied. Amerigas expects someone to be home and we were, but no one shows or calls to tell me that they aren't going to make the appt that was set up 3 weeks earlier. I am filing a lawsuit against this company and I will not continue to pay for propane that I can't even use. As far as I'm concerned, the company can come pick up the tank and shove it up their [censored], I will not do business with Amerigas again. Worst company ever, hands down. Sorry excuse for a business and who ever is running it obviously should not be. No organization, no service and rude employees

I am complaining about my inability to connect with someone locally or somebody even in the United States. I called to explain that I needed a refill even though my gage read 72%. I knew the gage was stuck, it had done this before. I explained the situation to somebody in "India," they assured me I would get a delivery. (Dec. 30). On Jan. 4 I called again and they said I would get a delivery by Jan. 6th. Again I explained that my gage was stuck. I still didn't get a delivery. A gentleman came out to fix my gage on Jan. 9 and I actually had 5% in the tank. He said he would make sure I got a delivery.

I feel like maybe if I talked to someone locally or in the U.S. maybe this could have been avoided. There is no way around your system and nobody to complain to in person.

We are still trying to get a refill that was set on November 15th, over 7 weeks ago. They promised it Dec 7, Dec 15, Dec 24, Dec 27, 28, and 29. They couldn't find their own 500 gallon tank on one day (it's in the same place they installed it over 10 years ago), but never showed up on any of the dates promised, according to their own agents.

I spent many hours over that period on hold and with their agents, including over an hour on 5 calls on Dec 28, was cut off during their agents transferring me three times, was promised service by two "resolution specialists" on two occasions within 24 hours on an "emergency" basis. I have repeatedly requested calls back (and they promised I would receive them), but they have not happened.

They told me the tank was down to zero and told me they couldn't refill it without someone there so they could "test" it first.
So, I drove 135 miles to be there for them as they promised that day, but as of Jan 5, no call, text or sign of them. It turns out, the tank was well above zero!
I also drove to their offices in Wenatchee, another 26 miles away (287 miles in one day), and although the door was open, I found no one in any of the offices.

All local phone numbers (I tried numbers for offices around the State) are now routed to a call center overseas. I tried a corporate number and got another call center. There I was again promised service, but it didn't happen unless it was done without me there, and I received no call back to confirm anything!

I submitted a complaint on their company website, but no response to that email or to my request there for a call, either. The call center greeting asks you to complete a survey at the end of calls, but I have not once been offered to survey at the end of a call. They say they are focused on customer services, but I am not sure they recognize what customer service is!
User's recommendation: Until they fix their operations, avoid them.

On December 27, 2022, we made a request for Propane delivery with an advance payment. To date delivery has not happened and although I have made call for an estimated delivery date, I have not been able to get anything from them, with no guaranteed delivery date. I left message with several employees not to no avail, and one individual in the Resolutions representative, hung up on me in the middle of the conversation, they also refused to provide their names to me. As customer service representatives, I believe that providing a customer with a name is necessary. Amerigas has been very uncooperative in meeting our delivery request for propane.