AmeriGas Propane
Reviews and Complaints

As a second generation Amerigas customer with a personal account at Amerigas since the mid 1980’s I am appalled at the poor treatment that I have received and after countless attempts to handle the situation at a lower level am now impelled to request your assistance.

I have two Amerigas accounts however it is account [protected] which is associated with 4541 Peek Trail, Chesapeake, VA, 23321 which is in issue. Please note that this is a rental property; as a landlord I have responsibilities to my tenant for basic needs to be met. This account with Amerigas was so mismanaged that I was forced to take it under my responsibilities as a landlord in order to maintain the tenant.

Problems started in 2021 when I took over the account on 5/1/21. The account had been on a monthly budget and, at that time, the monthly budget was set at $31.00. This seemed rather low and was increased to $38.00 on the September 2021 bill. The house has a 250 gallon tank and, at that time, was heated on propane and propane powered the gas stove and water heater. I repeatedly asked for the budget amount to be adjusted as over the months the overall amount crept up into the hundreds then over a thousand dollars. I was told I was not able to have the budget amount re-calculated until February – no matter what. March 2022 bill was recalculated at a mere $78.00 with $1,590 as a balance owed at that time. I again requested a re-calculation and asked to speak to a supervisor or someone with authority as it was apparent that I was never going to pay down this balance with just $78.00 per month. April 2022 I received and paid my monthly $78.00 bill and also received a “settlement notice” of $1,050.40 which I was informed when I called to question the amount that I must pay in order to continue getting propane service. Perhaps you personally are not familiar with the concept of “budget” but the majority of people requesting and needing a budget bill it is because their finances are limited and they cannot afford huge increases in their monthly expenditures. I called Amerigas to ask for an explanation and was told to disregard the “settlement notice.” During the call I again explained what had been happening and asked for a budget payment plan or payment options that would be affordable.

In response the June 2022 budget bill rose to $152.00 which was paid and continued for a few months. September 2022 the monthly bill rose to $226 with $1,025 balance. I again called the service center and requested help in determining options on how to pay the bill within reasonable monthly expenditures. I was told that the only way to “re-set” the monthly bill on a reasonable rate was to pay off the entirety of the balance and Amerigas would then re-compute a bill for me. I stated that monthly bills of over $200 for a renter was not within their ability to pay and I needed options. With great displeasure I paid off the $14698 (Sept 2022) and expected a lower monthly bill in the future. After this bill and talking with one of your customer service representatives I felt that since the cost of propane was so high that there was no other option for me as a landlord but to install a new electric heat pump so that the monthly bills for my tenant would be feasible.

The end of September 2022 a new heat pump was installed and I again called Amerigas to inform them that the need for propane would hereby decrease and asked for options to help make this billing of propane a reasonable expense. I asked if, considering the circumstance, if the decades old 250 gallon tank could be switched out to a 125 gallon tank but was told it would cost be almost $400 for that change. I was also told that, since I would likely not be using some minimal amount determined by Amerigas I would also be paying a rental fee for the 250 gallon tank. The fee for this tank rental of $180 appeared in December 2022. Note that I had paid a significant sum during the 2022 year. I called and questioned this fee but was told there was nothing to be done about it.

October 2022 I received a monthly bill of $222 on a statement which included a negative $200.92 balance. Yes, your company did note my previous call requesting recomputation and did note the diminished usage which we went over in great detail however monthly bill only decreased $4. Again I called the service center and was told my best option was to discontinue monthly billing. I was concerned with getting big bills when the 250 gallon tank was refilled by automatic delivery. I was told that the automatic delivery would only be when the tank was at 30% or less. What happens if your service people come out and the tank is higher than 30% I asked? I was told that if the tank was not at $30% they would not put more propane in the tank.

After receiving my October 2022 bill the tank was filled with 65 gallons of propane. The three prior deliveries had always been over 100 gallons delivered. I called and questioned this delivery amount but was told that it was correct. In January 2023 another delivery (and subsequent bill) was made for 25 gallons. Again I called and complained and was told that this would not happen again. In May (around 10 May, 2023) another 33 gallons was delivered. Now I am not the most proficient at math but I fail to see how a 250 gallon tank could be at 30% or under and receive these few gallon delivery in order to reach the prescribed 80% full. The same day I got the May bill I raced to my tank and it read at 54%. I checked the “gauge” on the computer and it read 79%. Something is obviously wrong so I called the service center and requested someone come out and look at my gauge and determine exactly how much propane was in the tank. I also explicitly stated that I needed to be informed when the technician was at my property and wanted to be there when the tank was expected.

An appointment was set for 5/23/23 between 6am to 10am. I was at the property the entire time. Tuesday at 1:57 pm I received a text notice that my service call had been completed. Nobody had talked to me, the gauge had not been replaced, a smell of propane was in the air and my computer/system gauge was now reset at 54%. I called the service center and complained and got a new service appointment for 5/25 between 6-10AM. After 10am had passed I was required to go to an emergency appointment so I called the service center to get a new appointment. The next appointment was for 5/26/23 between 11:15 and 12:45. I was not only on the property I waited outside the house the entire afternoon calling the service center multiple times and always being told that the technician was on route. At 3:45 I received a text message and an email saying that my service had been completed. Not so. I again called the service center and was told that the technician had received an emergency call for a gas leak and nobody would be coming to my house that day. The earliest service call I could get was for Tuesday, May 31 at 3:15pm. I was so upset that I called customer service and asked for written information on how to disconnect my service. While I was assured that this information had been sent to my email address it failed to arrive. I understand there is also a fee to disconnect service and take away the tank but considering the advice I have received from your service representatives I will need this information in writing before making an informed decision on how to proceed. I have also asked for information on how to contact a complaint department and was told there is none.

As a landlord and a customer your service has put me in an untenable situation which must be rectified.

Amerigas is the worst company I've ever dealt with when it comes to utilities. While every call with their godforsaken call center assures me I'm a "valued customer," I haven't had propane since May 12. Every time someone has come to repair or refill, it takes 3-4 days, and I still don't have working gas.

When our hot water and gas stove stopped working, I paid for expedited service for them to refill the tank, which I didn't get. When I finally got them to show up, on May 16, I was told to schedule a repair. It was scheduled for May 22. They didn't show up. They "fixed" the tank on May 24, but couldn't refill it until today, May 27. Today, the deliveryman couldn't get the gas to work, despite trying for an hour. He put in a service request and I called. Soonest they can come is June 1.

Every time I call they "escalate" my request and "expedite" what they can, and they still come at the very last moment. My gas delivery could have come 3 days ago if it had actually been expedited, and this problem would have been found sooner, but nope, that's not the way they operate. I didn't even know a temporary tank was a possibility until I started calling around for new service, and another company suggested it. I asked Amerigas customer service if they could bring one, and from what I can tell, even if they could, they still wouldn't be able to do it before my next appointment. Why? No idea.

At this point I'm trying to saturate the Internet with as many bad reviews as I can. I have small kids and don't have any hot water, can't do dishes or laundry, and we're heating water in the microwave to bathe. I can't wait to switch companies. I won't be happy until there's either a class action lawsuit or they go out of business. Absolutely the worst company I've ever worked with.

Amerigas propane has billed us for "installing" a propane tank on our property... we have one tank and it is fully paid for and owned by us. I have called to get this fixed and they have record of a previously owned tank (the current one on my property. And have record of placing a new one (false) the were not responding to my emails and finally I was able to get ahold of them and they still argued that they own my tank, that is not amerigas. A case is now open hopefully we will resolve it soon

Sold our house and moved in August 2022. The new owner established an account and requested a propane delivery in September. Amerigas billed both my husband's account (which I have been handling since my husband became ill in 2015) as well as the new account. I have contacted the company on five different occasions to explain this situation and get the account cleared and closed. The customer service representatives wanted me to provide the new owners information instead of cross referencing the records and correcting the situation themselves. I called again today amd was told they could not talk to me because I am not an authorized user. So much for out-sourcing customer service to the Philippines. They can not help you!

Propane companies all across America fill large 80-100# RV tanks. It's no different than filling a 250# tank. We live in our RV & camp host at county, state, & federal parks. We have a 40K pound RV at 6000 ft elevation but cannot get delivery service on Mt Laguna... even though the company fills our propane tanks for camp showers. We must drive our RV 20 miles down the mountain then back up if we need fill the tank when the infrastructure is in place to avoid this unreasonable and highly stressful inconvenience.

I do not feel receive service from Amerigas as my Proprane tanks can’t be filled by them. Amerigas took my credit card when I asked for service and after they explained they can’t give me service continued to charge me monthly. I called and closed my account. This did not help. I closed my credit card and then they started to bill me. I called again and they confirmed my account was closed and told me not to worry. The following month I received a bill with a late fee and still have no resolution. I would not recommend Amerigas to anyone.

I was scheduled for a propane delivery multiple times starting on 12.23.22 with multiple calls. Even during the week of 12.26.22 I would call and was told delivery would be on 12.23 which I explained would have to be in 2023 since the date had past.

We eventually ran out in January and I had to switch suppliers. I had always paid my invoices on time. So there was no reason to let me run out. I had to pay significant charges to the new supplier.

Then I received a bill to pickup the empty tank. I called and explained the situation to CS. Now I continually receive bills with late charges.

I would still be a customer had you not let me run out. I should not have to pay a bill for a tank pickup since you failed on multiple occasions to perform.

Please review and advise.

Forrest Hammer

704.564.9059

I made a double payment on March 1,2023 and I still have not received my refund back of $412.58. I've been told several times the refund is waiting for approval in the billing department. My case number is 6851038. I need to have my money refunded immediately. Stop the run a round talk and send me a check in the amount of $412.58

account number [protected].

I am a customer with Amerigas. I've always had good experience up until now. A week ago I requested a fill. Apparently my account was somehow closed... I never closed my account, I was set up on a monthly budget plan. My balance is $1800+ and I'm being told if the account isn't reactivated I can opened a new account but have to pay the remaining balance. I do not have $1800 nor should I have to pay it when its the company's fault. My tank is below 20%. I have a family of 5 and this is absolutely ridiculous. How can you treat your customers like this and get away with it? I'm now going to run out of propane at no fault of my own. They should be held responsible not me and my family. Anyway you can help resolve this issue?

[protected] is my number.

Thank you,

Brittanny Simpson

On standby for propane at a property I visit a few months a year. When I notified them they said they would remove the charges. A few months later I received a bill and called them again. They said they would remove the charge, every couple of months receive a bill and have to call them. Now I am receiving a bill with late charges and threats of collections. Each time I call I am transferred to someone new over and over. When they got tired of talking they have actually hung up on me. We are not on auto fill, this was not our error, we did not order gas. It was an error on their part which they have acknowledged over and over. Customer service created a case number 6438075-giv0k7, ritm1451310

The boy that delivered the gas did not get it until 5pm. He was already in Pensacola. He had to turn around and come back to Santa Rosa Co. I live almost to the Okaloosa Co. line in Harold Fl. Also I told him what was to pay and he said that people today was getting it for a whole lot less than what I was told. He said it was because it goes to a call center. I guess that they do not know what they are talking about.

The AmeriGas propane tank was on this property when I purchased it in Jan 2012, it was rusty and needed a paint job, they kept telling they would take care of it. Dec of 2022 the tank is still rusty! I called to get a refill of propane speaking to a barely speaking english person, she tells me it will be two weeks to get my refill, I told her that is unacceptable as a cold front is coming in and I would be out of gas and cancel my order as I will be changing propane companies. I changed companies and had a new tank delivered and fill the next day. AmeriGas came and picked up their tank, about a week later I get a bill from Amerigas for picking up their tank. I sent them a check for $0.00 amount and a note saying that I was not paying them to pick up their tank caused by their poor service.

Hello,

We contacted Amerigas for propane service in November of 2022. Completed the account set-up and two months later Kevin came out on 2-4-2023 and completed our site survey. We are now at the completion point in our home remodel and no-one from Amerigas has followed up. No one at AmeriGas has pulled the above ground tank permit with Walton County, I call the county building office and confirmed. I have called customer service several times, forced to speak with barley speaking English call center employees have been on hold and hung up on several time. What does a person need to do to get service from Amerigas?

On a budget plan for $57.00 a month. It then went to $91.00 a month. -no problem but they now added a rental charge of $178 for the tanks. Never been charged b4. This is a summer home. 805 forest place hemlock farms lords valley. Was told charge would be removed but it hasn't. Someone help clear this up. I have made 6 phone calls and got nothing but put hold and then disconnected.

New customer experience with Amerigas 10/10. Everything after -[protected]/10. Sales never set me up for the monthly pay options for my subscriptions, messed up my account and charged me fees for their mistakes, filled me up when unrequested charging me 5$/gal when market price was 3.89$ and then after everything finally came to settle, I wasn't allowed to do thebpayment options, or other programs because of the mess ups they caused. And Lord forbid, we can talk to an American let alone any individual who can actually help you with your problems. Each one is mindlessly trained to apologize and continue feeding you the same information which provides 0 help.

More recently we switched to Amerilock for just a gleam of hope. I was told 2 ton3 days for the contract to become official, it's been 10 days and each phone call, chat rep, and email... just wait, I apologize sir for the inconvenience go f* yourself I cannot help you.

More like no one outside of US borders knows what they heck they're doing and Amerigas could care less as a company overall, screw the customer base we can just make more!

You're still making money, you'd make a hell of alot more if you'd just focus on being a good company instead of offshore the entire experience to a people's who don't give a crap, though that was probably the plan

I had my propane tank filled for over $1,000 on Monday 3/27/23. I was not present and the tank was empty. They filled my tank but did not connect the propane line to my tank. I understand this. I have called them since 3/29/23 at minimum 12 times many times the line went dead after I identified my account information.

I was told that they would contact me when AG was in the area. No definite date. Today is 11 days since my tank was refueled.

I have rebuilt my house after a fire and am waiting for my final building approval but the fact my tank is not connected is holding up this final approval as my fireplace has to be inspected in order to pass this inspection.

I have spoke to two supervisors, one yesterday who promised to call me by days end 4/5/23 but never called me. She was trying to get a service call scheduled.

I will be closing this account ASAP

Amerigas has been over charging me for an unknown period of time.

I recently received a delivery and was charged $4.99/g.

A polling of town residents and then other local propane companies corroborated a market rate of $2.78-$3.09/g

Contacting Amerigas resulted in an offer to lower my bill by $100. (I was over charged well over $1000 on this delivery alone)

Upon requesting to cancel my account and arrange pickup of their equipment, I was placed on hold for 1 hour, then hung up on.

I've called back, and was told I would be contacted by the team that handles tank removals. The 48 hour call back period stated has expired with no contact.

Previous experience, where I failed to follow through, I attempted to transfer companies. the New company said my tank's Anode test failed, and that the tank required maintenance before any transfer. Amerigas came out and said everything tested ok.

Other companies, when told of my experience correctly guessed I was an Amerigas customer. Multiple companies confirmed this is common, both the over charging, the failure to maintain their equipment, and their subterfuge when a customer attempts to transfer the tank to another company, a process common in the propane market.

Further research shows Amerigas has numerous pas and present lawsuits for this same behavior in multiple jurisdictions. They are also currently in breach of previous settlements related to this same behavior of systematically grossly overcharging customers.

It appears Amerigas as a company done the math and determined it is in their interest to continue to break the law and accept lawsuits in different jurisdictions and continue reaping ill-gained profits nation as a better business plan as our Justice Department and Judicial system seems impotent in applying consequences that would cause them to reconsider their malicious business practices.

I am scheduled for automatic delivery, where they monitor my tank usage and make estimates of when they need to come fill it back up.

I haven’t added any appliances and four days ago my tank hit 0%.

I understand things happen, and called Americigas to schedule an emergency fill up. Was told “within 24-48 hours we will have someone out there.” No problem. As two days come and go, I call on day 3 to inquire about when they would be arriving, and was hung up on. Keep in mind I’m very laid back and was polite to the representative, as it’s not his fault.

I call back, and with a different rep I am told todays the day! We are sorry and someone will be out there before 5pm!

Well, it’s 6pm, and no one’s arrived.

Next time I call I’ll be scheduling a tank removal. But by the other comments here it seems they won’t show up to those either.

Trash company. Trash customer support. Trash prices.

I don’t care if you can’t show up for 5 days or so, just don’t lie to me and give me a realistic timeline to plan off so I can take care of my family.

Scum bags.