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Business Profile

Propane

AmeriGas Propane LP

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Propane.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 20 complaints handled through our conciliation process.

Complaints

This profile includes complaints for AmeriGas Propane LP's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 5,016 total complaints in the last 3 years.
    • 1,221 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/19/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I contacted Amerigas on 7/31/2021 to inform them we were no longer going to use their service and they would need to pick up their tank. On 7/26/21 we started using ******* propane and Amerigas's tank was put off to the side, unhooked from our house. I contacted them numerous times as to when they would be removing their tank from my property. They would schedule a time but never pick up the tank. In the meantime they were charging us for the rental of the tank and late fees. In Feb. of 2023 I contacted them again and they told me they had never closed my account. They then closed my account Two weeks later they picked up the tank. It was on my property for 18 months. Finally in Dec. of 2023 they sent it to a collection co. and this is why I'm just now filing my complaint with you. I don't have a problem paying the pick up fee but I don't believe I should pay for the rental of a tank I wasn't using nor the late fees. The account should have been closed on 7/31/2021 when I informed them we were no longer going to need their service.

      Business Response

      Date: 01/29/2024

      Hello,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so here, we sincerely apologize. I certainly understand your frustrations with the customer service you had received. A Customer Advocacy Specialist has contacted you at the email address included in the complaint information to provide resolution for the billing issues on your account. Credits were issued to adjust the billing. Please feel free to reply to that email with any questions or concerns. We hope this provides you with final resolution for your BBB Complaint.

      Best Regards,

      Customer Advocacy Department | AmeriGas Propane

      Customer Answer

      Date: 01/31/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

      *****************************

    • Initial Complaint

      Date:01/10/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Initially I contacted AmeriGas via chat on Saturday, January 6th to see why the military discount was not on the account when I went to make the order online. The rep assured me the discount would be included and quoted me a price that was $619.05. After applying military discount the amount was $586.07; I asked if that included ALL fees. I was told yes that included all fees. So I responded back with "o.k. so if I ordered 175 gallons today (Jan 6) my total cost will be $586.07. Correct?" Again the response was yes. I then proceed to order propane online and my total cost $610.06 - not what I was quoted. I couldn't call them by that time because it was past their business hours. I called AmeriGas the following Monday. The rep told me she was sorry about the chat reps mistake and really didn't seem to care at all. All I ask is that there would be a billing adjustment to reflect the difference.

      Business Response

      Date: 01/22/2024

      Hello,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so here, we sincerely apologize. I certainly understand your frustrations with the customer service you had received. A Customer Advocacy Specialist has contacted you at the email address included in the complaint information to provide resolution for the billing issues on your account. Please feel free to reply to that email with any questions or concerns. We hope this provides you with final resolution for your BBB Complaint.

      Best Regards,

      Customer Advocacy Department | AmeriGas Propane

      Customer Answer

      Date: 01/31/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

      **** *

    • Initial Complaint

      Date:01/05/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Unable to get a delivery/refill issue resolved with the service team.

      Business Response

      Date: 01/08/2024

      Hello,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so here, we sincerely apologize. I certainly understand your frustrations with the customer service you had received. A Customer Advocacy Specialist has contacted you by phone and at the email address included in the complaint information to provide resolution to have your account set up on the Convenience Pay Plan. An order was also placed for you. Please feel free to reply to that email with any questions or concerns. We hope this provides you with final resolution for your BBB Complaint.

      Best Regards,

      Customer Advocacy Department | AmeriGas Propane

    • Initial Complaint

      Date:01/03/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is our second recent complaint against this company. The first complaint was due to Amerigas not delivering the full amount of propane ordered. After we filed a complaint, the remainder of the order was delivered. We paid the bill for the partial amount of the order that was originally delivered which included HazMat Fee of $13.99, Fuel Recovery Fee of $9.99, and Paper Invoice Fee of $2.99. After they delivered the remainder of the order we received a bill for that, but the above fees had been added on again. We called and spent approximately half an hour on the phone trying to get these duplicated fees removed. We were finally told they would be removed and we would get a corrected invoice in 2-3 days. We did not hear from them at all, and this was over a month ago, until we received a past due notice yesterday. The duplicated fees had not been removed. The bill is for $399.02. We will pay this bill when the duplicate fees totaling $26.99 have been removed, leaving a balance due of $372.05.

      Business Response

      Date: 01/05/2024

      Hello,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so with issuing a credit for the fees on the second delivery. We sincerely apologize for the frustration and inconveniences you have experienced and will certainly use your feedback for coaching and training opportunities.  We have issued a $50.00 credit to cover the fees as well as provide you with a customer courtesy credit. You can confirm the credit by logging into your online account and selecting Billing then All Account Activity tab. We hope this provides you with final resolution for your BBB Complaint.

      Best Regards,

      Customer Advocacy Department | AmeriGas Propane

      Customer Answer

      Date: 01/15/2024

      This complaint has been rectified and handled by Amerigas to our satisfaction.

    • Initial Complaint

      Date:12/29/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have had a propane delivery order placed on 12/14/23 and have be promised by 5 different representatives that it will be delivered on 12/22, 12/23, and 12/27. These dates have passes and it has not been delivered. My tank is currently at 12%, I live in New England with a small child. The last representative I spoke with stated that she promised I would not run out as I am set on Auto-Delivery, but could not provide me with a delivery date. All I am looking for is a delivery before my tankbgets into the single digits for what is left.

      Business Response

      Date: 01/03/2024

      Hello,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so with setting correct expectations on the delivery time frame of 7-10 business days. We sincerely apologize for the frustration and inconveniences you have experienced and will certainly use your feedback for coaching and training opportunities.  A Customer Advocacy Specialist has contacted you by phone and at the email address provided in the complaint. Delivery issues were addressed as well as over all account information. Please feel free to reply to that email with any questions or concerns. We hope this provides you with final resolution for your BBB Complaint.

      Best Regards,

      Customer Advocacy Department | AmeriGas Propane

      Customer Answer

      Date: 01/04/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

      *****************************

    • Initial Complaint

      Date:12/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Acct#********* Background: We have had Amerigas service since 1999. Early June 2023 called Amerigas for price on propane to refill our(leased) propane tank. Their quote was well above $2.00/gal over the local competition. We requested a price break to somewhere close to the competitors' prices since we had been customers for over 20 years. No break was offered to keep our business. - Sept 1(end of annual lease period), 2023 notified Amerigas we had a new supplier and THEIR tank was sitting in our yard to be picked up. - Recieved invoice in October for annual lease charge(the only line item) on the tank for 2024 (tank finally picked up). - Contacted Amerigas and they agreed to remove the lease charge(bill should now be 0.00) - Recieved new invoice(Final Bill) 10/12(invoice date) with lease charge cancelled but now has a new line item of "Service-Sales Order" for $264.89 in the detail line items it shows "Pick Up Charge - $149.99 and "APP&S Service Dispatch Fee - $99.99" + taxes comes to $264.98. - Contacted Amerigas on 11/11/2023 after receiving new invoice with a late fee attached to the above charges. Customer rep agreed that charging to pick up 'their tank' from my property did not make sense. He created dispute ticket #******* to request the charges be removed. - recieved latest invoice dated 11/30/2023 past due notice for $300.98 with a new charges description of "Other Adjustments" $264.98 and "Late Fee" $36.00 Notice the "description" of charges keep changing but numbers remain the same. Apparently, every time Amerigas agrees to remove the charges they simply create another name(description) for the same amount. Paying Amerigas for a "Service Sales Order" or (latest)"Other Adjustments" to remove their tank from my property was ridiculous to start with but now it has become harassment. I am requesting that Amerigas remove all charges with a final bill amount of $0.00 and no further harassment from this point forward. thank you. - 

      Customer Answer

      Date: 12/18/2023

      In the form below the comments I typed up I see some other fields for information that I did not fill out because I didn't see them.

      I want Amerigas to simply remove all charges on the final invoice.  Charging me to remove THEIR tank(currently noted as a line item on the final invoice as 'OTHER CHARGES') from MY property is ridiculous.  Also, their is now a late fee added on to the final invoice which should be removed as well.

      Thank you

      Business Response

      Date: 12/21/2023

      Hello,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so here, we sincerely apologize. I certainly understand your frustrations with the customer service you had received. A Customer Advocacy Specialist has contacted you by email to provide resolution for the billing issues on your account. Please feel free to reply to that email with any questions or concerns. We hope this provides you with final resolution for your BBB Complaint.

      Best Regards,

      Customer Advocacy Department | AmeriGas Propane

      Customer Answer

      Date: 01/01/2024

      To whom it may concern regarding this complaint.  Amerigas customer service contacted me and left a message on my phone stating that all charges have been removed and my account has been closed.  I am satisfied with the outcome but irritated that i had to spend so much time trying to get this fixed.  The fact that i had to get BBB involved to get Amerigas to respond to my complaint speaks volumes. 

      Thank you so much for your assistance in this matter.

    • Initial Complaint

      Date:12/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      CHARGING A PICK UP FEE FOR A PROPANE TANK AFTER SERVICE CHANGE GOUGING THE COSTOMER ON THE WAY OUT DIDNT PICK UP TANK FOR MONTHS AND STILL WANT TO CHARGE TO PICK UP THEIR TANK AND LATE FEES I FEEL ITS REALY BAD BUSINESS TO TREAT PEAPLE THAT WAY THEY CAN PAY RENT ON THE PROPERTY THE TANK SAT ON FOR THREE MONTHS IF NOTHING HAPPENS I WILL FILL A COMPLAINT WITH THE ATTERNY GENERAL OF MICHIGAN AND THE LOCAL COURTS

      Business Response

      Date: 12/21/2023

      Hello,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so here, we sincerely apologize. I certainly understand your frustrations with the customer service you had received. A Customer Advocacy Specialist has contacted you by email to provide resolution for the service and billing issues on your account. Please feel free to reply to that email with any questions or concerns. We hope this provides you with final resolution for your BBB Complaint.

      Best Regards,

      Customer Advocacy Department | AmeriGas Propane

    • Initial Complaint

      Date:12/16/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ACCOUNT # : ********************************* is a bunch of crooks! After more than 16 years of customer loyalty, we were disappointed to find out that a missed payment threw us off of the budget we needed to be able to afford our propane. Our tank went empty and we were without heat in the dead of winter. Our bill was paid in full with a zero balance and i ordered the tank removed in February of 2023. I found a local small business to immediately set a tank and provide us propane in the dead of winter for a reasonable amount. After 7 months of looking at the ugly tank in my yard next to my new provider's tank, Amerigas decided to show up and remove their tank, only to send me a bill of $160! I am not paying this bill after 7 months! now they are sending me late fees! We didn't budget for this! The tank should have been removed within a month and the agent I called and cancelled with should have informed me of any outstanding fees. Now there is more landscaping that needs to be done and they continue to send us late fees of $36 per month!I called and spoke with someone in customer service when i received the first bill and was told it would be taken care of. It wasn't! I called in November and escalated to **** who said it would be taken care of (the $160, plus the $36 fee). It wasn't! I now received a bill with an additional $36 on top of it! I called and talked with ******* who now says it can't be waived. How in the world do you get away with leaving a piece of garbage in my yard for 7 months, then charge me for removal and late fees!? This is exactly why we cancelled after 16 YEARS!

      Business Response

      Date: 12/21/2023

      Hello,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so here, we sincerely apologize. I certainly understand your frustrations with the customer service you had received. A Customer Advocacy Specialist has contacted you by email to provide resolution for the billing issues on your account. Please feel free to reply to that email with any questions or concerns. We hope this provides you with final resolution for your BBB Complaint.

      Best Regards,

      Customer Advocacy Department | AmeriGas Propane

    • Initial Complaint

      Date:12/14/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Dec. 12, 2023’ AmeriGas filled my 500 gallon propane tank with 121.9 gallons of propane at the cost of $4.509/gallon. The average price for residential propane delivery in this part of Montana is $2.09, about the same we paid in the last year. We have not paid the $573.63 bill yet. We spoke with AmeriGas to determine if a mistake had been made, and they confirmed the bill correct, and said market prices had spiked up recently. I checked comparepropane.com for Montana prices, and there is no pressure from demand, and no price spike. Any movement through the last several years ranged over 15%. This appears to be local price gouge of 250%. Can you help me with this issue? I doubt I am alone in my pain with this bill.

      Business Response

      Date: 12/27/2023

      Hello,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so here, we sincerely apologize. I certainly understand your frustrations with the customer service you had received. A Customer Advocacy Specialist has contacted you by phone to provide resolution for the billing issues on your account. We hope this provides you with final resolution for your BBB Complaint.

      Best Regards,

      Customer Advocacy Department | AmeriGas Propane

    • Initial Complaint

      Date:12/14/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have been trying to have our old non hooked up propane tank picked up since September of 2023. I have called roughly 6-7 times. We switched to a different company to service our propane needs because there customer service was so bad and now we can't get them to pick up there old equipment.

      Business Response

      Date: 01/03/2024

      Hello,

      Thank you for reaching out to us with this information. We always strive to provide an excellent experience and we have failed to do so with the removal of the Amerigas tank. We sincerely apologize for the frustration and inconveniences you have experienced.  A Customer Advocacy Specialist has contacted you by email with details for resolution. The tank was removed yesterday at no charge. Please feel free to reply to that email with any questions or concerns. We hope this provides you with final resolution for your BBB Complaint.

      Best Regards,

      Customer Advocacy Department | AmeriGas Propane

    AmeriGas Propane LP is NOT a BBB Accredited Business.

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