AmeriGas Propane
Reviews and Complaints

On Tuesday January 4th 2022 we ran out of propane at our office, so no heat. I called and they told me that we would receive propane in 24 hours, well that never happened. I called again on Wednesday and they told me that someone had put a hold on the delivery due to that we needed a inspection because we had ran out of propane, and they needed a contact for someone that would be there to let them in, she said that we were put on a emergency delivery, so I provided a phone # and no one showed up. I called on Thursday and asked why they were refusing to delivery propane, and of course I got the same [censored] response as every other day, we are so sorry and your order has been expedited to 1 day. That's real nice, our account has had this expedited to 1 day since 1-6-22 and today is the 1-10-22 and no propane. So on Thursday a safety inspector came out and gave us maybe 5 gallons into our 250 gallon tank and told dispatch that we were safe to deliver propane. This is a joke, 5 gallons might last over night. We are a very large user, we have been on a auto-fill for many years and go threw 100 to 200 gallons every 2 months in the winter. Okay Friday still no propane, I was told that we were scheduled to be the first delivery on Saturday morning. It's now Monday and still no propane, and now I can't even reach a live person and the phone...What is wrong with this company? Why are they lying to all of us? I see a lot of complaints over the last few months, that sound just like our situation.

I live at 53 Table Rock Dr., Holiday Island Arkansas. I was the ‘keep full' program but no service has been provided since August 2021. My tank ran out yesterday and I was first promised delivery by midnight last night and when I called this morning as the delivery had not been for filled as promised; I was told that delivery would happen today with an elaborate detailed description of how I was number five on the list of seven and it would happen today as ‘expedited' And that the driver was on his way. In this way two promises unfulfilled on delivering with my tank being empty and I'm using a space heater in one small room to stay warm.

Ordered gas December 8th. Company said it would delivery the week of 13-17. No delivery that week. Called on the 18th or 19th. They assured me that they would delivery between 20-27. No delivery. I called the customer service line on January 4th. They pulled my account and said that I was scheduled for an UPCOMING delivery between December 20-27. I laughed and told the operator (who had an accent and didn't seem to be calling form inside the USA) that it was January 4th! She assured me that she would expediate my delivery for today, January 5 by the end of business day. It is now 542 pm in Indiana and still no gas. I called and talked to a supervisor named Edgar that said he would expedite the expediated order tonight and that he talked to the truck driver and that they were going to deliver it tonight. I am not holding my breath and after all of this I am disappointed and will likely be changing to a local CO-OP for my LP. Disappointed and angry. I have been a loyal customer and have never been behind on my payments and carry a credit all the years that I have been with this company.

I started a account with amerigas in November, set it up and got first delivery no problem..on December 19th I requested a delivery said it would be delivered by the 27th and yes I prepaid for 100 gallons. So on the 29th no propane has come and I'm now out. I call they say it was rejected, then said I needed to pay 200 dollars more to get tank registered, I said already did all that have already got a delivery before, then said it's not in computer, I replied that's not my fault, then said they didn't have the money I paid for it, which they did after round and round I finally said refund my money .this was absolutely ridiculous I still have not received the money back yet...

I need your help. My 88 year-old father with dementia wanted to change his propane carrier. I called Amerigas on 12/15/2021 to set up new service. I informed them that he only had 15%. I paid $1179.75 with my credit card on that date. I called on 12/22 to check on delivery as he was now at 6%. I was told the delivery was rejected because we had not had the safety inspection yet. I ask when the safety inspection was to be done and that person could not give me that information. I asked to speak to a supervisor ( as I thought they might know more) and spoke with Sem. She was unable to give me a date but said she would expedite the inspection.
Today is the 23rd and I'm afraid my father will run out of propane soon. I called and spoke to Sheldon and was not given any new information.
If it normally takes this long for a safety inspection you should let the buyer know, especially in December when we informed you of our low propane status. Thank you Sherry Holt phone [protected] My Father is Gerald Hayes and his phone number is [protected] Address 436 Oak forrest loop, Searcy AR 72143

Will-call delivery was requested 12/3/2021 and the initial delivery date was 12/4 - 12/10. No propane. Then I called and it was promised to be 12/17/21. No propane. I called again on 12/20 and it was 'expedited.' All they have done as of 12/21/21 is to CHANGE MY ONLINE/WEB ACCOUNT TANK PERCENTAGE to 76% when it is only 52% SEE THE PICTURE. WTH are they DOING!?!?!?!

I have been an Amerigas customer since 2004. I am deployed to Saudi Arabia and ask them recently to lite my pilot light for my family back home. They stated they did not do that type of work anymore. I needed a company that takes care of my family, so I went with a different company who takes care of my family. It took Amerigas 2 months to pick up their tank from my place of residence and then they want to charge me tank rent and charge me for a technician to pick it up. These is how amerigas treats veterans. You cannot even talk to someone local like you used to, all calls go to a call center somewhere is the midwest. Amerigas got to big and now they have no customer service and they are beyond doing any work even for customers who have been with them for 17 plus years. Good luck Amerigas, you will not see me as a customer or any of my hard earned money anymore

We live in a small rural housing development in 1749 Allen Road Allegan Mi 49010 and your drivers barrel down our road-going 45-55 miles an hour on a road that has a posted speed limit of 15 mph. They have zero regards for the animals and children who live on these roads. I am sick of them using our road as a raceway. Next time I see them I will be reporting them to the police.

Bought a new home last November. Went through hell getting the old owner (UGI employee) off of the account. Ended up with a gas leak late December and called the company only to find out 4x that the "improved" phone system hangs up on you when you've been on hold for 1hr. My HVAC guy fixed the leak! When the EVENTUALLY came to fill a tank at 0% 8 days after my initial call, the charged us an emergency delivery fee! We put our account on auto fill so that we'd hopefully never have to go through this again. We got ONE auto fill in April. Fast forward to November. I notice that an auto withdraw from our account hasn't happened in months. I check the tank and its a 10%! I call to set up a delivery and find out my "equipment was removed from my account" and they can't request a fill until it relinked. They can't figure out why, other than there's a note saying the owner moved out and the account was closed. Yeah, that happened 6 MONTHS PRIOR and we set up our own NEW account and paid for two fills under that account! My initial call for the current fill request was made on Friday 11/26. I was told it would take up to 3 days to put the tank back on my account. Why? I called again on 11/29 to follow up and found out nothing had been done. They put me through to the Resolution Team. They pushed through an emergency fill request and said I should get a call from a driver that afternoon or the following morning. That never happened, so I called again on 11/30 and found there was no fill request on my account and the agent hung up on me. I called back and was clearly beyond being able to be a nice person. The agent I spoke to this time was able to push through an EMERGENCY request for a fill in THE NEXT 7 DAYS! My tank was at 0 on 11/30! Its 30 degrees at night right now! I cant wait 7 days! I call back around 7pm on 11/30 and after a hour, one agent and the Resolution Team (again) I was assured that we would be getting a delivery the evening of 11/30 or possibly morning of 12/1. It's 7:30am on 12/1 and I'm fully expecting to be on the phone with AmeriGas very soon. I have rescheduled my morning to be home so they can test the system. I'm not holding my breath. If you're shopping for a gas provider, you'd get better gas service from a cow [censored]!

Ever since you have gotten bigger your company has gone down hill. Trying to find out any thing is not happenening thinking
about changing companys. Plus i would like to talk to office in magnolia, tx. Delivery person is great. The people at the office if any still there were great. To get to a human the phone line keep breaking up had a very hard time understanding him finaly hung up

When I moved, I transferred my service from one location to another. I tried to keep the same account but they made me start a new one when I was told I could keep the account in the same name and the same account number. I was never given credit for the unused portion of propane. I contracted to lock in a new rate however, no one can seem to find this info. I have made complaints to the BBB and Amerigas does not answer. 3 phone calls to Amerigas and no resolution. Each time I am on the phone for almost an hour and transferred to different people over and over again.

I have made 3 calls to Amerigas this month in an attempt to get my tank filled. The first, on 11/9 was answered by an automated system that claimed I was on an automatic delivery schedule and that my tank would be filled based on historic usage and weather conditions. The automated system suggested that the tank level should be at 65% and offered to let me update the tank level, but I was away from the house at the time and could not. The second time, I called from home, got the same response from the automated system, but I had checked the tank before calling and updated my tank level via the automated service. It was at 25%. Later, I went online to see if I could find some kind of notice about when it would be delivered or why there had been such a delay. My delivery is marked as a "Pending Delivery" since 11/9 with no actual date of when the delivery will happen. Today I called and insisted through all the prompts to be connected to customer service. I was rerouted out of the country and the customer service person I spoke with would not help me because the account is in my husband's name and I am 40 miles from home, so I could not put my husband on the line. I was nearly in tears as I told the guy, "I don't need information about the account. I need someone to look at why the delivery is stuck at pending and get the gas delivered. It was 16 degrees here this morning. Like many people, I can't cook, heat the house, or heat water without the propane. We spend thousands of dollars each year with Amerigas. I can't understand why they would let this happen, and worse, their so-called improvements to the system have made it impossible for me to get answers. This is the Monday before Thanksgiving, which usually entails a Thursday-Friday holiday and a full weekend. If we don't get gas soon, we will have no heat for the 4 day stretch.

I signed up for amerigas propane for my home on Oct 26. They scheduled site survey for tank installation Nov 2. Was told take would be installed within few days. Waited week (Nov 9) called to find out when tank would be installed was informed within 2 days. Called again on Nov 11 to find out when tank would be installed once again was told within 2 days. Called again on Nov 13 because I still did not have tank and had been billed $369 from amerigas for tank installation and site survey. I was then told would have tank by Nov 16. Called Nov 16 was told there was never an order put in for tank installation yet and the that the invoice I received were for charges I've accrued since Nov 2. But have not yet received propane tank nor have I been delivered any propane do to nothing deliver propane too. Nov 17 Called still no tank and was told nobody had put in an order for tank.. I have it documented in my account on Nov 5 that the tank was to be expedited within 24hours to my home. It has been below freezing and I have a 9 month old baby. We have to use an electric heater to try and stay warm. We have no hot water and can't use stove because we have no propane. I have no where to go and I can't afford a motel. The representative told me today the earliest I could get a tank is Dec 13th now. And my bill for $369 for accrued charged is do on Dec 12. How can I be charged for something I don't have and what am I and my baby suppose to do for a whole month without propane? The weather is only getting colder and snows coming. My pipes are gonna freeze and break soon.

Provided to AmeriGas (still waiting to heard from them):

Folks

I have had problems with the tank you provided for months and AmeriGas was informed of the problems.

The gauge was not reading properly, and recently the regulator was leaking propane. I had a technician from AmeriGas come out last week since I could actually see propane leaking from the tank regulator.

The regulator was replaced and the gauge was also leaking. Both of these conditions caused the tank to expel propane down to 25%.

Yesterday they refilled the tank and are attempting to bill me for the faulty equipment you provide concerning replacing the propane. Invoice number is:

Invoice Number: [protected]
Invoice Amount: 549.51

I have a $100.00 Credit on this account prior to this invoice

I contacted billing this morning and the representative told me I had to pay for the propane.

I am waiting on a supervisor to call me since they are supposed to be in a meeting.

1. The loss of propane was your equipment leaking not my usage
2. If a technician would have checked this back when I originally complained (about the gauge), there would have been less lost propane
3. The faulty equipment is your responsibility as is the lost propane
4. I think an agreeable solution is available but it does not include me covering the full cost of refilling the tank.

Please contact me to discuss this further.

Last Friday on 11/5/21 around 8:00 AM CST I ordered propane and paid a $200 expedite fee. I confirmed with the person on the phone that 72hrs meant 72hrs and the delivery would happen on Monday 11/8/21.

This monring, Tuesday 11/9/21, I called to check the status of my delivery and the system stated it was scheduled for delivery yesterday.
I call and speak with "Ken" who initially told me I would have ot wait an additiional 72 hrs then changed it to the delivery would happen within 24hrs.
I requested to speak with a supervisor frustrated that every time I call each person tells me different and often times conflicting information. Ken explained they were really busy and a supervisor would call within 72 hrs.

My account number is [protected].
I'm sure my record shows several issues of me prepaying for propane, being promised a delivery date, and not only is the delivery date but often very late by several days.

Last year I was made so many false promises, a "supervisor" even told me he could see the GPS of the truck making my delivery and it would be there that day. But it wasn't, nor the next day, or even the day after that.

Every time I call I hear the magic phrase within 72hrs or 24hrs.

I am so frustrated with being pacified by the customer support center.

I wan't my $200 returned as credit on account and additional compensation for always having to deal with utter nonsense trying to get my propane I prepay for by a delivery date your company promises.

I dread calling for propane. The entire process makes me upset. I know I will pacified, lied to, and told within 72hrs or 24hrs no matter what the issue is. And, my delivery will not be on time based on teh delivery date promised to me. Such unethical behavoir to train staff to blantantly lie to customers.

I have a tank that was filled in September 2021 and Amerigas locked the tank and can never seem to come back to reconnect it. I have called Amerigas 6 times and each time they say someone from customer service will call you to schedule your service and no one calls. It's been 2 months now. I called again last set Friday and the woman said their scheduling system is down and I were ours be receiving a call. No call. Do not get this company for service. I understand the worker shortage but don't lie to me!

2 months after sigining up for new service I have yet to be contacted in any way for the inspection and first fill. When I call into support (7 times now) they tell me that if I dont hear from someone by end of the week to call back in.
When I callled back in on the 8th time they tell me there are no techs to deliver in the area and it will be at least January before they can deliver service.
Because I locked in pre winter pricing at $2.12 a gallon if I change to another provider now it will be at least $3.10 a gallon.
Amerigas not telling me on the front end they cant serve me is now going to cost me an additional $500 for the first fill because of the lost 2 months of no response or action.

Thankful I have a wood burning furnace to heat my home with. I cant imagine how this experience is for those that don't have a second heat option.

As an organization you are responsible for misleading customers by not stating that you can not serve them and by leading them on to the point of freezing and having to find service elsewhere in during the most expensive time of the year.

Thanks for a really bad experience

10/26/2021

Amerigas

To whom it may concern,
I am writing to you to express how disappointed I am in Amerigas and your Customer Service Department.
On 09/17/2021, I put an order for propane on your website we were charged $252.78 and there was no place to ask for an appointment time, after last year's fiasco, I thought it would be best to put my order for propane in early. We bought our home last December and it was the first time we ever had a rented propane tank. Dealing with Amerigas in Chelan, WA was quite difficult in December of 2020.
On 09/30/2021, propane was delivered with no prior call or appointment time that the technician was coming to our home to fill our tank. We were not home. Last December 2020, we had received a call from the technician that they would be arriving to our home within 20mins. With no appointment set up, how would I have known to be at home on 09/30/2021, I do have work. A lock was placed on our tank with a yellow tag. The writing on the Service Interruption Notice was illegible. On 10/04/2021, I called Customer Service and spoke to Christina, she was difficult to understand but she would have someone call me from the Service Department. On 10/08/2021, I called Customer Service [protected], after explaining my situation again to Michelle, she apologized and said she was documenting my information and the Service Department would get back to me. On 10/15/2021, I called and asked for the Service Department, Patsy answered my call. She was very pleasant and apologized. She promised someone would call me back to set up a service call.
Now being extremely frustrated, having paid for propane 09/17/2021, my home is 60 degrees. On 10/20/2021, I called the Service Department again, spoke to George. I explained my problem, yet again. He said no one had put in a Service Order and he would do that for me right away! Service order number [protected], Unbelievable! I am fit to be tied, he then told me there would be a $69.99 fee for the technician to come out and he would document waiving that fee. Still no call saying someone was coming to unlock the tank. On 10/25/2021, I called again speaking with Tonya. Now I am upset after explaining my problem so many times. She put me in contact with Elizabeth, Supervisor out of Ohio. She told me she would get in contact with the Service Department and would make sure I would get a call back.
On 10/26/2021, almost 30 days since the lock was put on our tank, Rebecca called from the Service Department and said there was a technician in my area and would be to our home within the hour. Hurray! Ryan showed up, perplexed as to why there was a lock on our tank, the notice I showed him was illegible, it took him awhile to figure out what could have happened. He did say we had 40% of propane. We decided to purchase more propane. I went on the website to purchase more and there was a bill from today for $151.00. Imagine how upset I was. Not only $69.99 fee to unlock the tank but another $79.99 fee for reconnecting my tank.
I am beyond upset; ALL THESE ISSUES WERE NOT OUR FAULT! I have never dealt with a company with such incompetence.
From never getting a call from the technician on 09/30/2021, this would never have happened. Almost 30 days to get this rectified! What if this was you and your family?
On 10/26/2021, I decided I would contact Amerigas Customer Service, one last time, to explain how upset I was and try and rectify this situation. After being on hold for a supervisor, Allison came on the phone. Explaining all my issues to her and how upset I was, she basically accused me of lying! She said there was no documentation of any of my calls but one of them, to Patsy on 10/15/2021. That no one documented fees of any kind would be waived and that no fees would be waived. I was so upset I started to cry, I asked to talk to someone else to help me with my issues and she said she was the highest supervisor I could talk too, and she was unable to transfer me to anyone else, so I hung up the phone. I was DONE!
Thank you for taking the time to read my letter. I would appreciate a prompt response.

Beth Reed
Account #[protected]
123 Fair Way, Chelan, WA. 98816
Beth.[protected]@hotmail.com
[protected]

Cc: Paul Ladner, President
James Palkovic, VP Operations Western Division
Ann P. Kelly, VP Finance, Chief Financial Officer

Been with AmeriGas since they bought out previous propane supplier in 2013. Our use of propane was only for a set of gas logs which we installed in 2000 and this last winter, shortly after our last refill of the tank our gas logs would not hold a lit pilot light. We determined that replacement was not possible at this time. We received a bill for tank rental in early Oct. 2021 and realized that we needed to contact them to remove tank and refund us for remaining propane in the tank. On 10/11/21 I happened to look out my front door and saw a man outside who turned out to be the AmeriGas delivery driver. My husband, Kurt informed him that we did not want the gas he had just put in our tank and he said he couldn't pump it out--to call customer service.
When my husband called customer service to remove the tank he was told that they were not allowed by Virginia law to pump out tanks and that we would have to pay for the delivery.
Our complaint is that we are being billed for a 27.8 gallon propane fill which we did not order and have been told that they would not refund us for the propane already in the tank at the time of delivery. We see no point in paying for tank rental and an unwanted delivery
when Amerigas will have no financial loss when they pick up a completely filled tank which they can then sell to a new customer and get the added benefit of charging them the current, much higher cost of propane now. Our last fill on 10/12/2020 was billed at $3.889 per gallon and the unwanted one at a rate of $4.85 per gallon. In short, they are making a substantial gain.