Complaint / Review
Amerigas
Left me high and dry... Or should I say, COLD and WET. Troy

I'm with SO many other disappointed ex-Amerigas customers. During the blizzard we had in Champaign County in February 08, I started noticing our furnace acting funny. I told my wife it was impossible that we were out of propane, as we were on the auto-fill policy. OF COURSE, we were out. And here is a summary of the calls that I put in:

FIRST CALL: I reached the national branch and assured me a driver would be out within 4 hours. Excellent, I thought. 4 hours later...

SECOND CALL: I asked a different operator why a delivery truck was not out?"Well" she said, "Our drivers have been extremely swamped, and now we don't have any drivers available. But I promise your request will be put in as an emergency and will fill you up first thing tomorrow morning." I said "But I'm on your auto-fill courtesy program, you should have been monitoring my levels, " to which she replied "Have you added any new propane appliances?", to which I said "Uh... No... And even if I did, you had many chances throughout last year to adjust for the increase. This problem should not have happened." Her: "I'm sorry sir, there's nothing we can do now".

THIRD CALL: "Hello, Level Propane?" I found that I could not use another propane company's gas in an Amerigas tank. How convenient.

FOURTH CALL: This Amerigas operator was very nice, but I had to tell her how frustrated I was. However, she also told me there was nothing she could do. I told her it was 9pm, 10 deg outside and 45 deg in our house, and asked her "You realize you just lost a loyal customer, don't you?"

So a week and a half later the Amerigas truck driver comes out to fill our tank. I talk with him, he's nice enough. I ask "So you guys have really been busy this season, right? Lots of emergencies?" He says "Yeah. I just got back from a lady that had a leak that had to be serviced immediately." I said "How long did that call take? A week?" He said, "No, she called a few hours ago. You were just in my general area." I said "So why did it take over a week for me to get filled? I put in 3 different calls that were emergency requests." He said "Let me check my records here... Nope, you were at the bottom of my list." I was NOT happy.

And so, I'll see how responsive or even COOPERATIVE Amerigas will be when I call them to get their tank. Customer service? WHAT customer service.