AmeriGas Propane review: Home propane tank

To Whom it may concern,

Hello, I Ida Adams am contacting you on the be half of a long term Customer Raby Rankin phone number [protected] unfortunately I do not have the account number on hand.

On January, 18th 2024 Raby Rankin my 87 year old grandfather at 11:15am called to inform me that he did not have any heat inside of his home. Not uncommon in freezing temperatures or the inside of a home to feel cooler than normal. On further investigation into his heating problem, we discover that his 250-propane tank is registering on the meter at 5% with the inside temperature at 50 degrees. This was a major problem considering this residence and account had already been scheduled for a delivery for January 15th, 2024 before the snow, ice, and extreme temperatures. You see where my frustrations are. We are understanding of weather conditions and did give some leeway on the late delivery. We then called the customer service line and the lady we spoke to advised it would be 1-2 days before we could get a delivery. The was just unacceptable, then this same lady advised there would be an extra $300 dollar charge for an expedited delivery even after the scheduled delivery was not completed. This was unacceptable. Raby Rankin the resident and account holder was refusing to leave home, said "I will stay here and freeze to death the funeral home will take me out." I then called the emergency hotline listed on the website, I was hung up on not only by 1 representative but 3 in total. On my 4th call i was able to get in touch with Angela a supposed manger/supervisor and this person gave me a guarantee of a delivery by the end of the day on January 18th, 2024 and this person was to call me as soon as a driver was enroute to the 612 Massengill Rd Blountville,TN 37617 residence. AT 2:00 pm (1400) I still had not received a phone call. My Husband and I then proceed to drive to the fill location in Johnson City, TN at this time i realize there isn't a public walk in office. I then waited for a transport unit to arrive at the facility to see if i could speak to a person about our situation. Here I was greeted by a driver on light duty as he called it explained what was needing to be done this person was Tim unfortunately I did not catch his last name. He was very professional and extremely helpful he allowed both my husband and I inside of the building then proceeded to make as many phone calls as needed. I am unsure of who he spoke to but this is when I learned that the 612 Massengill Rd address was not on the books for the next 2 days. After being guarantied a delivery by the end of day. Some other drivers had come to the facility and Tim introduced Tommy and Robert. These gentlemen were also very pleasant and understanding of my frustrations after explaining the situation. Noting less than exceptional. Tim had stayed on the phone trying to forulate a plan for my grandfather. From my understanding there was a lovey women by the name of Genny/Jenny that volunteered to take on a extra delivery to help us out. I did not meet her, but from what i was told by my Grandfather she was also very pleasant and professional. The ladies and Gentleman that are driving the road and performing the job are great I have no issue with them. I have issue that somewhere somebody dropped the preverbal ball and with freezing temperatures and a missed prescheduled delivery my Grandfather had to suffer. He is an 87 and in 2 weeks 88 year old United States disabled Army Veteran. He did not need all the unnecessary stress and emotional damages by this Company. In is email I do have certain expectations. First and foremost Time and Genny/Jeny deserve recognition for going above and beyond what was required of them. Secondary I expect this to never happen again to any account holders, and our situation should be taken care of. By however means you see fit whether is be a discounted rate for the fill or a full comp considering the emotional damages put forth on my family by this company. Not to mention the electric heaters that needed to the plugged in to get the residence temperature up to a habitual standard. At this time, we are considering a different company for all our propane services.

Regretfully,

Ida Adams