AmeriGas Propane
Reviews and Complaints

On December 5, 2023 at about 9:00 a.m. I had an automatic delivery of propane. The driver used foul language to my mother. I then went outside and (the driver new to me) said he cannot deliver because he cannot drag the hose to the tank as he has to see the truck at all times. You could clearly see the truck. I said you cannot leave us without propane (which we use for heat). He then called the office and before I knew it he was dragging the hose and filling our tank. He said until the roads are fixed we will no longer be delivering to you. I explained that John our normal driver had no problem delivering to us. After all I have been a customer for 17 years. He said John has an automatic hose to reach the tank. Not true. I said well call the office and have John do our future deliveries. He said John does not do our area and he has an even bigger truck. In the next sentence he said we all have the same size trucks. Our deliveries from UPS, FedEx, Amazon and our landscaper who comes in a big dump truck has never had a problem. I did not say this to him. He did say they do not deliver on dirt roads. In my area almost everyone that uses propane lives on a dirt road. I have cancer and I am taking care of my 91-year-old mother we are afraid to use the heat because we don't want to run out so we bundle up in double layered clothing. I emailed Amerigas the next day on their website and never heard back. I called the number and spoke to Mark, a representative, explained everything to him and he said he would have an investigation done. I have not heard anything. The driver wanted me to have to tank relocated (at my expense). Please help us.

I have been without propane for a month. I have been unable to cook (gas stovetop) or warm my living room (gas fireplace).

I have spoken with (telephone), online chatted with, and emailed Amerigas too many times to count. Each time, the operator was polite, told me I was on the "emergency" or "urgent" list, and nothing happened.

I have been lied to (obviously), put off, and dismissed by Amerigas and its employees. When I was contacted (at the end of the month!) by someone from "corporate," she promised to run this down and resolve the problem. As I have come to expect, there has been no resolution of this problem that I can detect. In other words, I still have no propane, at a time when temperatures are getting lower and lower.

I can honestly state that this has been the worst customer service I've experienced in all my years as a consumer of services. BTW, I'm retired, which indicates that I almost certainly know good service from bad. And this is, by far, the worst treatment I've ever received from a company.

Amerigas, Mooresville location, came to deliver propane January 2, 2023 to my underground tank. The tank driver backed down the driveway into the yard and then back onto the driveway. When doing so, the weight of the truck crushed two sections of the driveway and created additional cracks (older cracks were there) to other driveway sections.

I have been in contact with Amerigas and/or their insurance company now for 11 months. Liberty Mutual, Amerigas’ insurance, asked me to get a quote to fix the driveway so I did. The quote was to fix all of the damaged sections. Amerigas and Liberty Mutual is only offering me $1500 when the quote was for $7850. I even offered to just take $4500 and cover the rest out of pocket to have it settled but they won’t get back to me on a better offer.

The only way I could get them to contact me back in the beginning was through reporting them to the Better Business Bureau after trying to contact them for 2 months. Now after 11 months, I’m still continuously trying to get enough to fix the damage their tank driver created.

It looks like I’m going to have to settle on $1500 just to get something from them which is so unfair to me as a long time customer and after I paid over $300 for that tank fill when they had caused damage. You would think they could at least offer to add that back with the $1500.

AmeriGas Phone Message of 10/29/2023

"Please have my driver, scheduled for a delivery from 10/30/2023 through 11/6/2023, replace the fallen tree branch damaged valve cover on my 500 gallon tank."

AmeriGas Customer Feedback Survey Message of 11/11/2023

"My message below was ignored, as was my previous phone request after a storm had dropped a large tree branch on my tank’s cover. The valve cover now barely opens, and the huge dent in the now, still partially open cover when closed, looks as bad as it functions!"

AmeriGas Delivery Request

From: do-not-reply@amerigas.com Sun, Oct 29 at 1:29 PM

To: [protected]@yahoo.com

"Dear STEVEN JOHANN,

"Your order summary is detailed in this email. If you have any questions or concerns, please contact us at 800-263-7442.

"You can check the status of your order anytime online within your MyAmeriGas account.

"Request Summary

"Reference Number: [protected]

"Date Placed: 10/29/2023

"Price Per Gallon: $ 2.75

"Fill Quantity Requested: Max Fill

"Estimated Delivery Time Frame: 10/30/2023 - 11/6/2023"

AmeriGas – PROPANE THAT'S PRO-YOU – Customer Feedback Survey of 10/29/2023

“Please have my driver, scheduled for a delivery from 10/30/2023 through 11/6/2023, replace the fallen tree branch damaged valve cover on my 500 gallon tank.

"What, if anything, are you going to do about this dangerous situation, now still a critical problem eight months after it was first reported?

"Let me tell you what I’M going to do if this cover is not replaced in 7 days from now, November 11th, 2023, by November 18th, 2023: I will be making my complaints to the appropriate government agencies for your INTENTIONAL NEGLIGENCE, and the endangerment of my person and property – as well as that of my neighbors – for allowing this unsafe, and possibly explosive fire hazard to continue uncorrected!

"Also please note that I live in a heavily wooded, ancient forest, surrounded by irreplaceable 150-200 foot tall old-growth redwood trees! To destroy this, our heritage and a national treasure, I should think would be a crime! (I have a copy of this complaint if further action is required)"

Amerigas abandoned a propane tank on my property (it was here when we bought the house). I made multiple phone calls over 5 months to their local office to get them to remove it. The representative finally said they were not able to remove the tank. I finally contacted a local junk dealer to remove the tank as junk. Two years later, Amerigas is now trying to bill me for the tank. I asked them to show me a contract with my signature that shows I have any financial liability for their tank. They can not. They just keep repeating the the same nonsense - I have to show them a contract whereby I purchased the tank before they will negate the invoice. I then reply... "show me a contract with my name and signature whereby I agreed to be financially liable for their tank, and to store it for free for any length of time".

I recently got my spa heater replaced after being broken for at least 4 years. When I asked to have my tank refilled, the technician said that he couldn't refill it because it is rusty.

I would like to have the $199 tank removal fee waived because I have been paying the rental fee on this empty tank for several years, planning to have it refilled, only to find out that it cannot be refilled. Had I known that it could not be refilled, I would have had it removed years ago and stopped paying rent on this rusted, non-functional tank. I think the money I have paid over the years for a non-functional tank should be considered payment in full for removing it.

Ordered Propane from AmeriGas, delivery driver indicated he needed to test for a gas leak. The tank was 50% full and had been for over a year. A leak test is not required when the tank has fuel in it, so I asked the driver why he needed to test it and if it would cost me anything for the test. Driver told me that it was routine and there would be no charge. The test was performed in about 5 minutes and there was no leak. I received a bill the next day for an additional $149 plus the charge for fuel. I contacted the company and they told me the driver does not have the right to tell me that there would be no charge for the leak test. I talked t the supervisor for about 20 minutes trying to explain my concerns and she told me that I would have to pay the bill including the $149 for the leak test. I told her I would be happy to pay the rest of the bill for the fuel but i would not pay the leak test because it was not required on a partially filled tank. The supervisor threatened me with collection proceedings. to which i informed her to go right ahead and i would be contacting the BBB and my attorney if required. She stated that she did not care and that if it was not payed AmeriGas would send me to collections. At that point I realized that this must be common practice for AmeriGas so i terminated the call and proceeded to look on line for additional unhappy customers, did not have to look very far, there are many complaints posted against AmeriGas. I will be sending the payment for all other charges excluding the leak test fee when the bill comes due.

On August 31, 2023 we requested a tank be installed at our guest house. Anthony came out looked at the H U D Manufactured Home and said he would put 2 upright tanks against the home. We told him at that time H U D guidelines would not allow this to happen. They would not allow occupancy if the tanks were against the house. H U D's specification says the gas tank had to be a minimum of 10 feet from the house. Anthony said that was all he could do, and he left. We contacted them and told them that proposal would not work. They said they would send someone else out. They sent someone else on October 14, 2023. That proposal after we explained H U D's requirements, he told that if we buried the pipe per H U D's requirements for depth to 10 feet from the unit that would install the tank as requested. The first inspectors bill was sent even though it was not what we requested. Then about three days after the second inspection we got another bill to do it correctly, to H U D's specs. Each bill was $326.92. We feel we should only be required to pay the second bill. They will not apply our payment to the second bill and have refused to even discount the failed proposal to follow our instructions. The State inspector was adamant that the tank had to be 10 feet away.

We have had propane service with Servigas and then Amerigas for 10 years Account # [protected].This Spring we decided to get rid of our old gas range and get a new Invertor range. I called and spoke with E. J. 7/31 at the Amerigas call center and told him we would like to have the 150gallon tank removed and receive credit for the 20% of propane left in the tank. He stated that he would contact the local service. I called again on 8/15 and spoke with Vella at the call center and discussed the same issue. On 10/19 I spoke with John with the same issue and now a complaint. On 10/24 I drove to the Nogales AZ office Amerigas center and found the office was being remodeled and there was no one in the office due to the remodeling. The carpenter gave me the phone # of the Amerigas manager in Nogales. I called that # 10/24 and again 11/3 and have not received a return call.

We'd October 1st 2023 signed up as a new customer for propane delivery and safety check . Paid $337 for the service .

Was signed up for delivery by Fri the 3rd between 10am and 12 pm I was required to be present for the safety check on the tank . Fri morning customer representative called and stated that the driver was not on his route and he would not be coming to deliver until Monday the 6th. Then 30 min later on Friday the 3rd was contacted stating propane was filled, safety check was done amd everything was ready for use.

Went the the home to find the tank was filled and lock off due to no one being T the residence to preform the safety check .

I called a customer representative they said they would send the driver back out Sat the 4th to unlock the tank at 10 am. I went to the residence sat morning to wait for the driver but the driver never showed. I called and the representative said if I wanted my tank unlocked I would need to schedule a leak test and pay then 150$ more. This is a free service to new customers when propane is delivered. Now that they locked my tank they want me to pay more to get it unlocked.

Sunday unable to reach a customer representative because Amerigas is closed on Sunday. It is now Monday morning and I have been on the phone all am trying to get someone to come check the tank and unlock it and I'm being told they don't show anything scheudled and that they will be rescheduling for Thurs the 9th .

I am now waiting again to receive a call back in regards to the lock out.

On 5/25/2023 I had my tank filled 388 gallons. I have not used the heat one time since then. On 10/3 I went to turn the heat on and the tank was empty! I haven't used it how was this possible? Either there was a leak or they didnt fill it up when I spent $1200! I called all day today and they said a district manager Aaron Noble would call and no call. I want my tank refilled or my money back because I didn't use any propane. Then they sent a tech out not telling me that somebody was coming or that an adult needed to be there, and I was at work. Still not resolved and no call back.

In Feb 2023, after being on a monthly payment plan, America’s withdrew from my account $4,000+ without authorization. When I complained as my balance was not even that amount, I was eventually informed that a new invoice had been created for services that occurred in Sept of 2022 in the amount of $2,523. I requested proof of these services and instead was sent down a rabbit hole. The emails went on until July of 2023 when America’s stopped responding. I was worn down and up against the wall since the tank is in my ground and Amerigas informed me I would pay triple the amount to have it removed and fight them. Now as if the previous false charges were not enough, they are charging me a rental fee I never agreed to and was told I would not pay and they started this month in the beginning of winter! If I don’t pay I won’t get gas for my heat. This is abuse and extortion. They won’t answer my calls or speak with me. Acct # Account No.

[protected] . I have emails and Invoices to show the extortion.

We had our line cut when we had a trench dug on October the 4th. Amerigas came and fixed the line that same day. We had to leave for a doctors appointment so we were not home when they fixed the line. They shut off the gas and took a connector on the tank. We called on October 5th to get our gas turned on. No one has showed up to connect us back to our gas tank. We have called several times since then. We have no gas for our furnace or stove/oven. It was 50 degrees in our house this morning and snow is expected tonight. It has been over a week and we have escalated this to customer service and asked for a manager multiple times. We were never connected to a manager as they hung up or after a 30 minute wait they said we would receive a call back. We have not received a call back. I honestly think there isn't an escalation process or a manager. We are senior citizens with no heat in our home because Amerigas will not send a tech to connect us back to our propane tank.

Worst customer service ever and I worked in customer service for over 20 years.

I have Amerigas service at my home. Every month since getting service in Nov, 2023 I have had to call because the billing is not correct. They keep giving me late fees and not putting my payments to the account as needed. I have paid extra towards my hook up fee and they refuse to apply the extra money I have paid with my payments to those charges, resulting in late fees. Every month I call they claim they have fixed it and the very next month I go to make a payment my bill is wrong again. They told me I would receive credits for the services that they charged me for that were not in the initial proposal. I owe Less than the amount it shows online by $1200, Have $72 in late fees which are not late and my bank account reflects as such. I should not have to call them every month to get something corrected. When I make a payment it does not reflect in the convenience pay resulting in late fees on account. Even my new invoice shows completely different than it shows online and being I paid extra towards my convenience pay ($500) I was told it would go towards next few billing cycles which it has not being the new amount due is due on 10/30/23.

We closed our account with Amerigas Propane, LP on August 17, 2021. The rented propane tank was subsequently picked up shortly thereafter. We sold the property at this same address in October 2021.

I recently received notification from A.R.M. Solutions in March 2023 that my account with Amerigas had been turned over to collections. I contacted Amerigas on April 6, 2023 and they sent me a copy of my “Final Statement” dated 9/01/2022 which showed two charges. The charges were listed as follows:

09/01 [protected] Service-Sales Order $219.98

09/01 [protected] Rental Bill Request – Eqpt Rent $104.70

Total Due: $324.68

Since I had closed my account on August 17, 2021 and this statement was dated one year later, on 9/1/2022, I contacted Amerigas and inquired as to how charges could have been incurred on 9/1/2022, which was over one year after I closed the account. Once an account is closed, customers generally receive the final billing statement within 30 days if there is an account balance remaining. The representative was unable to tell me what the details of the charges were and stated that she would escalate my ticket. However, I have not heard back from them.

If services were rendered on 9/01/22 as the billing statement shows, then I am not liable for those charges as I was not the owner of the property at the time services were rendered. I had closed my account with Amerigas on August 17, 2021, over one year prior and the property was sold in October 2021.

Amerigas has Bought out my original Propane supplier and has not honored and of the contracts I had with Pep Up. They started charging me for tank rental raised the price of the fuel not honoring the my previous agreements. I ask them to remove my underground tank so I could bring in another provider. They set up the removal 3 times and never showed up. They don't call to tell us they are not coming. I have had the other company ready to install right behind them 3 times and they didn't show. Today they were scheduled to take it out and didn't show so I took it out myself and set it in the street. I told them it was there and they would have to extract the fuel and send me payment but again no one calls you back. When you call you just get some operator that tells you someone will call you back

I terminated my propane service with Amerigas in July of 2022. Amerigas informed me that they would pickup their tank. Since then (it is now Sep 2023, 14 months later) I have made over 10 phone calls requesting that the tank be removed. (Some specific dates of calls: Sept 7, 2022, Oct 17, 2022, Dec 9, 2022, Mar 8, 2023, Apr 14, 2023, Apr 26, 2023, Aug 30, 2023, Sept 13, 2023, Sept 20, 2023) In many cases, I was able to speak with "Resolution Department", and was informed that the case would be "expedited", however, this has never produced any action. Today I was told that someone would call me back about it, but it is now after working hours, and I have not been called. The contract I have with Amerigas states there is a $150 charge for the pickup, which I am happy to pay. Contract also states that Amerigas will reimburse me for any propane that remains in the tank, which they will pump out prior to tank removal.

I recently purchased a property that has an abandoned underground propane tank owned by Amerigas. The previous owner cancelled their contract with Amerigas July 22, 2022 and no one has come to take the tank out. The previous owner is deceased. I called Amerigas starting in July trying to arrange for them to remove the tank. I was not making settlement until August 30th so I tried to get this handled well in advance. They told me there was a scheduled excavation and pickup of the tank for August 26, 2023. The owners son who was handling the property after the owners death did not know anything about this scheduled date but was fine with it. Amerigas never notified the son nor did anyone show up to take the tank. I have called 14 times since August 26th to have this resolved, this has been elevated to their resolution team but still the tank is still there. Everytime I speak to someone they tell me they will have this taken care of but nothing has happened yet and no one calls me back. On September 6, 2023 I asked them if I could get permission to have another propane company remove Amerigas' tank and they were requesting permission from the local branch. Still no answer. The problem is I cannot have another tank installed, I will have no heat and winter is approaching, I cannot cook on the propane stove nor can I dry clothes.

Late July 2023 I called to ask procedure to pick up my tank as I was switching to another company. I was told $149.99 recovery fee and after tank was removed I would receive credit for the lp in the tank. Tank was removed but my bill showed only the recovery fee and now additional rental fee and late fee but no credit. I called I was told late fee waved and tank fee would be removed and I'd receive credit neither happened. I called again the following week or so and was told basically same thing , so I waited called 3,4,5 6 times and was told various things one lady made case # and the last one assured me she would look into it an email me but none of this occurred. I simply want my bill to show the credit of the 20% lp that was recovered the $149.99 subtracted from it and receive the balance owed. Shouldn't have to pay the rental or any more late fees. This is why I'm leaving the company because they are too high priced and customer service is deplorable.