(Note: This post contains several updates.)
I use Amerigas up here in Clare County. I use them only because the former owner of my property leased the tank from the company so I have continued to do so. However, I wish I didn’t. Amerigas has the worst customer service in the world.
Here’s the story: I have an online account with them and recently needed to change my credit card number because Amerigas couldn’t bill me. My bad. I had not updated my credit card with them.
When I attempted to do so, I was unable to get into my Amerigas account using the password I had been using. No big deal, I thought so I requested a new password using the Amerigas online system. Sadly, their online system would not respond. I tried again and again got the same lack of response. So I gave up and decided to call instead. Then suddenly a temporary password showed up from Amerigas in my mailbox. Problem over, I thought.
Wrong, as it turned out.
The system would not let me in using the new password and finally locked me out. So I tried to call them using the phone number in the email. The email also said their call center was open until 8 p.m. EST. Very convenient I thought as I called one early evening. I went through the many prompts on the Amerigas phone system only to be told the office closed at 5 p.m. Thinking I was mistaken I reread the email. “Open 8 a.m. to 8 p.m.” it read.
So I tried again the next day about the same time after receiving yet another email from them that gave the 8 p.m. closing time. Same result.
So the third day I called earlier and was placed on hold. After a time a message came on saying I could just leave my name, account number and phone number and someone would try to call me back within the half hour. So I waited. And waited and waited.
The few days later I called again. This time midday. Was placed on hold, left a message when prompted and waited. Still no response. Today I called yet a third time and the wait continues although more than two hours has already elapsed.
So each day, Amerigas tries to bill my account and sends me an email when they are unable to do so. And each day I call. I am happy to report however that their email now gives the 5 p.m. closing time so that’s a step in the right direction. But not a big one and it doesn’t change my opinion of the company.
I have always hated Amerigas and I don’t hate too many companies. It stems from a few years ago when I didn’t lock in my rate for propane because gas prices were low and the price of propane (which is petroleum-based) basically follows the price of gas. Also, by not locking in my rate I saved $100.
Amerigas monitors my tank and normally come out whenever the propane level in my tank is 30 percent or less. On this particular day a few years ago, the tank was nearly full when the truck came out. I was not alarmed. They were there so they filled the tank. When I got the bill however, I about hit the ceiling. Amerigas had charged me around $5/gallon for propane.
I immediately called their call center (this time I had easily gotten through). Their explanation: On that particular day the price of propane had spiked for some reason to $5/gallon in that region. Just that day. No, they didn’t know why. No, they couldn’t tell me anything more. No, they couldn’t cut my bill. No. No. No. And yes, I should have locked in the rate. Luckily for me my tank hadn’t been empty or I would have been looking at a $3000 bill.
I should have left them that year but with fees for turning off service and disconnecting service and picking up the tank I didn’t. And that’s why today I sit and wait for Amerigas to call me back although I realize the call may never come. So while I sit and wait I continue to hate. Amerigas sucks. Stay away.
Dec. 20 Update: Amerigas called me back at 7:15 p.m. last night but I was not available to answer the phone so I called them back this morning (Dec. 20) a few minutes after they opened. I was on hold for 10 minutes before a polite gentleman named Jason answered the phone and reset my password. All my delays and time spent waiting for something that took Jason all of two minutes. I thanked Jason for his help and told him Amerigas customer service was horrible and asked that he pass that up to the powers-that-be within the company. I reset my password and updated my account. For now, all is well.
Dec. 22 Update: I thought all was well with my Amerigas account but I was sadly mistaken. Yesterday I received an email that Amerigas had successfully billed my new credit card for a $20.09 payment. Now this payment attempt goes back to early December when I received the first indication that I had an invalid card attached to my account. And while I tried to get it all sorted out, I DID send them the payment via check so my account was up to date. In fact, when I talked to Jason he assured me it was up to date and when I was able to access my account online I verified it was up to date. Well, apparently with everyone but the computer at Amerigas, which billed my credit card. Thank goodness it is a relatively small amount. Had it been my entire bill for propane it could be devastating to my account. I contacted Amerigas yesterday to ask that the amount be credited. I have not heard back from them. My battle continues.
Graphic is from Photobucket.com
My name is Sarah B. I work for amerigas in ludington, MI. If you would like to contact me tomorrow I would be happy to help. I feel awful that you have received such awful service and would really like to change your opinion of amerigas. If you could contact me via email and send me your name and phone number I will call you and resolve this issue immediately and place a credit on your account for all of your trouble.
Pingback: Sarah B: My Amerigas Angel | The Moving Finger in Mid-Michigan
Pingback: Sarah B: My Amerigas Angel | Postings of a Blue Lemon
This story is similar to mine. Each time I get a bill, I try to access the online payment system to pay and be done with it. Every time I call, I am told to leave a message with my name and account number with a phone number and a representative will call me back within 72 business hours (REALLY?). Finally I get someone on the phone and am able to access my account, but now am unable to enter a new credit card – gives an error stating invalid token. Clearly a website issue. Anytime I need to contact this company, it is a true hassle – even if to order gas. I’m done. I own my tank, and will be calling someone else from now on.
Agreed! They over charge (by at least $.80 per gallon, are rude and unhelpful on the phone and computer assistance. Also, watchout, they charge you to pick up the tank when you leave AFTER they have charged you $139.00 per year to rent it. I have paid over $1,500 to rent the tank and now have to pay to get rid of it. Run away from Amerigas as fast as you can! East Jordan, MI