AmeriGas Propane

I purchased my house in October 2022 and moved in early November. I contacted AmeriGas and set up metered service beginning October 17. I received a bill in December showing a meter reading on December 19. I was billed for 193 gallons for six weeks service! That seems impossible to me. The house is a small two bedroom, 1200 square-foot property. I called and explained the situation and got no help at all. I asked to be transferred to someone who could help me and was transferred to a man who explained to me that the meter was previously read in January 2022. That means I was billed for a full year! I explained that I had only lived in the house six weeks and was not responsible for the previous owners propane usage. he said he was going to refer this to their resolution team and get back to me the following week. I did not receive a return call, so I called back. I got the same woman who spent an inordinate amount of time, just reading my bill back to me and could not help me. She finally came back online and let me know that they were sending someone out to my house to meet with me and look at the meter. I didn’t see how that could help as the meter had already been read, but said OK. So I waited on the designated day, at the designated time, and then, for the entire rest of the day, and big surprise, no one came out.

I really don’t know what to do. I am hoping that this months meter reading will indicate the vast difference in usage from my last meter reading. If I even get a meter reading. I just don’t know how to resolve this! I want to pay my bill, I just don’t want to pay the previous owners year long bill!

I contacted Amerigas approximately a month ago 12/22 in reference to an empty tank. I obtained necessary information regarding filling the tank. I informed the representative... I would call back. I contacted the competetor Freeman Gas and spoke with a representative who was much friendlier and helpful and made an appointment with them. The appointment was going to take 30 days. Jan 4th,. but based on conversation we were ok with that. I called back and unfortunately neglected to obtain name of rep I spoke to. With the Holidays and all the daily activities we forgot about Amerigas coming to pick up the tank.. I called today Jan 3rd as realized Freeman is coming tomorrow... Called Amerigas and spoke to Susan who informed. our account had NOT been closed as we previously thought a month ago then spoke with supervisor Rachel who basically said.. so sorry to hear that.. put me on hold... then came back to say basically that is not our issue and that it will take 30 days to get a technician out to retrieve tank. We are extremely disappointed in a company that we are forced to use because propane is our source of heat... we realize nothing may be done by contacting you... however we want consumers to be aware and always obtain the name of the representative you speak with for accurate outcome.

In 2016 we signed a contract with Amerigas. Details of the tank rental fees were $200/annually unless you purchased 50% of the tanks capacity in propane per year.

So, our tank is 1,000 gallons, if we purchased 500 gallons/year then the fee was waived.

We usually use on average around 800 gallons a year. in 2021 we only had 1 fill and I received a tank rental bill for $265 and I assumed it wasn't more than 500 gallons so I paid it. Last month I received another tank rental bill for $325, reviewed my contract details and reviewed my purchases from 2021 and 2022 and found that in 2021 we had 1 fill for 800 gallons and this year we had 2 fills for 1000 gallons. So neither year should we have been charged a tank rental fee, let alone more than $200.

Contacted Amerigas CS today and was told we didn't meet the minimum gallon usage, so I asked what the minimum gallon usage was and was told 2000 gallons/year. I was having difficulty understanding the person I was speaking with and didn't feel they had a good grasp on the topic. She did say they would waive the tank rental fee for the bill outstanding this year.

I contacted the # of the account manager that I signed my contract with and he is no longer with the company, but the person I spoke with said she would forward my information over to the local office and they would contact me.

I guess I'll be investigating buying my tank out. That tank rental fee clearly is going to keep increasing year by year. I also want an explanation of how and when the contract changed without notification or my signature. They didn't provide notification of the changes, nor did they allow customers to evaluate the changes and be able to decide if they wanted to remain a customer.

On December 28, 2022, I placed an Expedited 3-day delivery (with accompanying $200 fee + $130 leak test), and on December 29, I received an automated call "your delivery is scheduled for tomorrow" — no time window, just "tomorrow". I called Customer Service (CS) immediately, spoke with someone who I told I needed a call before the delivery because I live 45 minutes away from the delivery address. CS assured me they would list that in their notes, and asked me what time frame, which I gave 10 a.m. to 11 a.m.. December 30, delivery due date based on the call, no word/calls, and now on Amerigas' site at 11:40 p.m., no scheduled deliveries appear. They erased the pending delivery! Also, I chatted during the day with another rep, and called and spoke with another rep. In all cases — December 29 and twice live December 30, plus the chat — was assured delivery was due "today as soon as possible". Does anyone know if I can try and get another company to fill Amerigas tanks? Or do I need to get that company's tanks?

Amerigas neglected to deliver propane to the main house as scheduled on 12/7/22 even though they were able to deliver to the 2 smaller tanks on the adjacent property, which we also own. You never came back with a delivery. On 12/28/22 we ran out of propane completely. We were told that we would get an expedited delivery on 12/29/22. We were PROMISED a delivery. I am on hold as I write with your so called Customer Service, waiting to speak to a supervisor or Delivery Coordinator after being tolled that I will not be getting a delivery now until 12/31! According to the log note from the delivery team, they have run out of fuel, and need to return to Amerigas to refuel. I have been on hold now for 31 minutes, and counting.

Meanwhile, I have had no heat, no hot water, am unable shower, cook on the stove, wash dishes or clothes. My husband & I have had multiple conversations with your Customer Service, which by the way, just hung up on me.

I am extremely dissatisfied with Amerigas and how they are treating this situation: a situation YOU created and appear not to want to rectify.

Called to cancel account and have the tank removed on 10/21/22.
New company installed the new tank on 10/26/22 but had to remove Amerigas' tank and put it in my side yard.
After repeated weekly calls to have the tank picked up it's been setting in my side yard now for 65 days and counting.
All calls go to a call center, and I get the same response every time "We can't schedule service from our system". So, are they only providing lip service?

I had currently had my gas service through another company and decided to switch to Amerigas due to them offering us easy monthly payments and not COD "Cash on Delivery".

I call Amerigas three weeks ago and spoke with a representative who provided us a quote and was very friendly and as advised she had submitted every and we should get a call within the next 2 business days to confirm the survey and delivery, this was on a Thursday. Friday went back, the weekend went by, mid week still nothing so we call them again to check the status. Was told that they would get this submitted and request a call ASAP. Two days went by still nothing. I call back on Friday and explained we were almost out of propane at this time, it was going to be 7 degrees where we are located and if we ran out we would have no heat. The person on the phone said they would escalate that to the district and they would be out that day to do the survey and delivery.

I guess you can figure out, no one called, no one showed. Christmas eve went by nothing, Christmas Day went by nothing. At this point we had completely ran out of gas and had no way to heat our home. I called back and was advised the same thing. I apologize I will get someone to call you ASAP. Nothing that entire week or weekend. Finally at this point I'm furious because we had had no phone call or nothing. I call back again last night and demanded to speak with a supervisor. After the customer service rep kept asking questions and telling me the same thing I got really irate and demanded to speak with her supervisor.

I spoke with a Supervisor in the department who told me the same thing as all the other reps. I do not see it scheduled, not sure what is going on but I will definitely notate your account and request a follow up. This is not good enough I told him. I want you to work on this and I wont your direct number. This is impossible he told me. He said I would have to call back AGAIN if I had not heard anything within 2 days. Really? This is how you really treat your customers. At this point I have lost all faith in this company and will not recommend them to ANYONE. This was the worst customer service experience I've every dealt with. I'm currently trying to keep my home warm with two space heaters which will run my electric bill up but I had to keep my two kids warm in this cold weather. This was the WORST experience I've ever had dealing with a corporation as big as them. NEVER will I do this again.

All local offices across the board has been closed. You can only speak with people overseas (Automatic answering service.) I order gas delivery on [protected] , and regarding the message I received, the delivery should be between December 8 to December 15 , I didn't receive the delivery I called the call center , they told me it would be December 16 , didn't receive , called again they told me December 17 , didn't receive , called again they told me December 19 , didn't receive , called again they told me December 20 , didn't receive , called again they still don't know when they can deliver gas , unfortunately my tank is rental your customer service is bad

Today is December 28 , still no gas delivery , I called at 4 PM been told I would be next the gas is coming , called again at 6 PM , been told for sure you will receive gas today , no GAS

Today is December 29th after 21 days still no propane delivery called been told delivery in next 24 hours

Amerigas fails to deliver as promised. I get a text on December 7th a delivery will be in a few days. Now on Christmas we still have not received our gas delivery and our tank is at 0%. Over the last two weeks I have made several attempts to call, text, email Amerigas to ask when we will be get delivery. They lie and say it will be on that day or within. 24 hours. I even had to shovel ice and snow from our steep driveway a couple of times to make sure they have access. I have a heart condition and it was very challenging for me to do, risking my life. If they delivered back when they promised when the weather was more favorable we would not have to risk our life to clear the driveway. Over the past months they were to notify us by phone day before when they are to deliver. They would call as they were at the driveway and if I didn’t answer they would drive off and not deliver. They continually screwed up the notification procedure we agreed on and could never get it right. They are totally undependable and the customer service is not good, especially when they lie about the deliveries. As a result of their incompetence we are unable to do laundry, cooking and using our dishwasher or have hot water for washing and worst of all space heating.

I called 3 times today Dec. 28 Wednesday and each time I was told I will get delivery today. As of 6:30 pm no delivery. I cannot believe the lies and it is so frustrating that I cannot get in touch with a dispatch person to verify my delivery. The website is not accurate or does not tell you specific honest information you need for your delivery status. This is discussing business and totally unaccountable customer service.

I will be looking for another more dependable company for my propane delivery.

I made my request for delivery on 12/17/22.

The delivery was supposed to happen between 12/19/22 and 12/26/22.

It is 12/28/22 today and nothing happened so far. I contacted their "customer service" yesterday and spoke with a guy, who promised me that I will be contacted by the company with an update ASAP, which didn't happen, of course. Today I called again and spoke with Lisa, who was very relaxed and careless, She wasn't even able to find my online request, but also promised me to request an expedite delivery, which I believe is fiction as well.

If some one on this website knows more than me, please let me know I can sue this POS company, because I don't to deal with them anymore.

My last tank fill up was Feb 2022..Ive been with Amerigas almost 38 yrs and before every storm they come and top me off with gas..My tank is almost empty and I requested a emerg.request on Thursday Dec 22 2022 and the temps have been in the single didgets..I have called everyday and was told id get gas within 24 hrs for 5 days as of today I DONT have gas still! Ive never had such poor service..The customer service reps need to NOT Lie to the customer..Ive been using electric floor heaters to conserve what gas I had..Why doesnt Amerigas have a phone number where a HUMAN answeres?

I might be looking for another gas comany..

Karen Thomason

[protected] account#

[protected]

875 Hickory Gap Trail

Dallas Ga. 30157

I requested delivery on December 19, 2022. They said it would be here by December 27, 2022. It is still not here today December 28. I am at 4% and I have called about nine times telling them that it is urgent that they get here and all they can say is they’re working on it when I asked to speak to a manager every single time all the managers are in a meeting they can never give me a manager name or a phone number to contact, it’s like the right hand can’t speak to the left hand ever so they never know when the delivery can be done. They are very unprofessional disorganized and they don’t care about their customers and the urgency of this today. They told me that they’re running low on propane in my area of Hackettstown New Jersey . Do I need to call a different propane company that has propane?

As an automatic delivery customer we received a delivery notice on Nov 7. Our tank then went to 20% level and I called and was told we would get delivery. I called again on Christmas Eve when we were at 5% and was told they would be right out. It is now 12/27/22 and our tank is empty. I was told they would try to get out to our house today and no one arrived. Are we supposed to sit around and wait for pipes to burst in our house. This is unbelievable! Your company has put us in this same situation three times since you took over from Guilford Gas and we are at our wits end with you. You are irresponsible and do not belong in business.

I have been told two times that my propane would be delivered /Once on 12/23/22I was told it would be delivered the next day. As it was Christmas eve I asked her to confirm it and she did. She told me three times I would get it. Did not come. Called this morning 12/27/22 and was told the same thing. It is 7:30 PM so again I did not get it. My tank now registers no gas. For five days I have been very cold trying to save as much as I could. Have told them I am 78, live in a rural area with about 120 acres behind me. Have a large house, a gas hot water heater, gas stove and gas furnace. It has been below freezing for four days. There customer service will not let you speak to anyone else and then lie to you about deliver. I pay rental on my tank and pay my bill the day I receive it.

Something needs to be done about situations like this. I can not believe that this company has failed to follow through on their end. Have actually considered contacting one of the news outlets about this. We live in America, not some third world country.

I checked my tank level before Christmas and saw that I was under 30%. Knowing that there were several below freezing nights coming, I logged into my Amerigas.com account to request delivery.

I saw that delivery was put in scheduling mode on 12-12-2022. On or about the 21st of December I called and was told that I was scheduled for the 19th. Hmmm The 19th was in the past with no gas. I told the lady on the phone that I was now down to 22 % or maybe it was 20% and that we had hard freezes coming and had no other source of heat. She assured me that delivery would be on the priority list. I called back on 12-24-2022 at about 8 a.m. This time I told her I had not received a delivery yet since the last time we had spoken. We were now down to 18%. She assured me that I would have delivery within 24 hours.

Today is 12-27-2022, and still no delivery. We stopped using the propane tank 3 days ago after I purchased the last portable propane heater available at my nearby Lowes. We have now used 5 tanks of fuel at about $30 each, only using it when we are both home and in the living room, about 8 hours a day. At night we cuddle close in the bed where our bedroom temp is as low as 33 degrees F, as it was 3 night in a row.

I called this morning and gave them the news that as soon as possible I would be seeking service from a competitor. Sadly the only one I trust has a two week backlog of installing new service, but they emailed me the paperwork. just in case I use them.

If you need propane service in Hamilton, Columbia, or Suwannee County, save yourself some headaches and choose anyone other than Amerigas

I still have not received gas. I paid $1100 on Nov. 30th 2022. It is now Dec. 27, 2022. I had to go through Christmas with no heat for my people that came to visit.I have been promised delivery every day for nearly a month. I am 72 and very cold. I need someone to help me. I only get people from another country to talk to, and they do absolutely nothing for me, I am so tired of trying to get the gas that I have already paid for. BAD business practices for sure,

on July 5th I paid what I owed of $115 for rent but wanted them to get their tank so that I could go local. I moved into a house down the road that also has propane and so I would be having both with the local business. Many emails and calls later they said they would put in the order (each time like it's something new) and would be there to get the tank. .Amerigas still hasn't got the tank and I have water damage from freezing pipes. I need that tank gone..and refunded! any ideas how to get this done since this company obviously is crashing?

I called to set a payment plan up as I was not able to pay today - the representative set the payment plan up and said you have to pay today. I explained I was not able to that is why I am setting it up. She proceeded to gaslight me telling me this was my fault that she did this. Telling me this is their policy. It is so frustrating to call and speak to someone that is not even in the same county as you. They do not understand.

Failure to close account and pick up tank. Sent to collections due to their non response.

Repeated calls with long hold times. Call usually gets disconnected on their end. On the rare occasion someone comes on the line they ask at least three or four times for my name, address, account number, zip code, etc. Then they can't seem to find any notes from previous contact.

At the beginning of 2022 I called to have account closed and tank picked up. I was told they account would be closed and a pick up order for the tank would be sent.

They promise to resolve the issues and then I get yet another bill. After a few months I received a bill from a collection agency for the tank rental that I requested be picked up.

On 9 August 2022 I finally spoke with a lady named Katy who assured me she had closed the account, reversed all charges back to zero and would contact the collection agency to cancel the collection.

When I checked my account it showed new charges and a late fee had been added. Not what one expects from a closed account. I am also still receiving notices from the collection agency which Katy assured me would be withdrawn from collections.

Today I spent two hours using their "chat" system and got no satisfaction or resolutions to my problem.

During the two hour chat I also called their "Permanently 'High call volume' recording. That call got dropped after about 15 minutes.

When calling the recorded menu instructions rarely finish so making the correct selection is impossible. Sometimes the instructions go long enough too reach the 'Request a new account enter a 1' so you can start the circular system of providing you account information at least two or three times to different agents who are 'unable' to get a supervisor on the line for various reasons. If someone comes on the line and identifies themselves as a supervisor they supposedly make the necessary corrections to close the account and clear up the incorrect information sent to the collections agency.

But within a month or so the bills start up again.

During today's chat I provided all the information requested and they offered to come pick up the tank. I had to explain the tank had already been picked up months ago. Apparently no one is entering information for the account.

Is the company just crooked enough that they think people will pay an improper and incorrect bill just to stop the repeated billing? Are they training their agents to use a"Resolution avoidance script" and training them to stall until customers just give up? Are they hiring idiots? What could be the reason a problem like this would go on for nearly a year?

Update by Herman Maxey

Dec 21, 2022

3:27 pm EST

I also saved a file with the full 2 hour 'chat' that proved useless in case the company would like to see it. I will also record any future chats or phone conversations.

Edit update

Resolved

I don't understand why my complaint is marked as resolved. I have not been contacted by AmeriGas nor have I been able to contact them. I also can't find a valid email address for them.

My Mother is getting older and she was lied to several times about getting a delivery she paid for months in advance. The people on the phone lied to her _ LIED - is there anything about - LIED - anybody does

s not understand?

100 gallons was paid for in August 2022, but had to have an "inspection", which was also paid for August 2022. Along with another charge.

The "inspection" that was paid for in August 2022 was finally scheduled for 12/21/2022...does anyone think that is reasonable?

Amerigas representatives have lied multiple times to my mother - simply put - LIES, and they continue to lie to her while she tries to get her 100 gallons of propane delivered that was paid for 4 MONTHS AGO!