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December 2023 by Kristy Paszak
This review is not for the drivers but for the customer service. I have been told since July I would be receiving multiple refunds (a fee and overpayment due to rate change) but have never received either. Every time I call or chat they make empty promises and even give me fake case numbers. If I had the choice to walk away I would.
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November 2023 by Steven Lee
This company doesn't deserve one star but that is the lowest rating I can give them. I have been trying to get a billing error resolved for over a month and it appears to be an impossible task. Their customer service representatives are located in Thailand, they are very polite on the phone but there is a complete disconnect between Thailand and the messaging and actions that happen in the US. Appalling customer service...avoid this company at all costs!
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November 2023 by Doug Dennison
Their customer service are horrible. They are all in the Philippines, called to get service tech here. I made appointment and day came.and no technician showed called and they said no appointment., made another appointment another.month goes by, no technician shows up again, called third time again they say I have no appointment requested supervisor, finally they sent someone. Service and deliveries are great but they need to educate their customer service , maybe bring C.S. back to America
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November 2023 by Heather Pike
This office is closed. It is no longer possible to speak to anyone in person at Amerigas in Concord NH. They offer a phone number. We’ve been trying to resolve simple service and billing issues for a month, they do not respond. We will be getting a different supplier.
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October 2023 by Brian Mazzola
DO NOT USE AMERIGAS!!!!! I cannot even begin to put into words how terrible this company is. It is hard enough being a new home owner but I promise you Amerigas will make it even harder. They will charge you way over market value for propane and their customer service is an absolute nightmare. Any time you try to contact them on the phone, you are immediately sent to a representative from over seas who has absolutely no interest in actually helping you. The last time I called, I asked for a supervisor and the rep transferred me to the Spanish service line. So I called back, and again asked for a supervisor, and this time they left me on hold for 40 minutes then hung up on me. Why is it so hard to get some basic questions answered? Side note - the company name is Amerigas and yet their customer service team is not based in America?
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September 2023 by Vickie Zgonis
I watched one of your propane trucks pull up to my restaurant, in the rain the driver got out walked around the truck looked at the pathway where our tank is located. It was clear yet he got back into his truck and left. Said we were “too full to fill” no one ever returned to fill our tank and because of that my restaurant ran out of propane and we had to shut down for hours because of. Loosing revenue and pay for my employees. When I called the only thing that was offered was “oh you’re on the schedule for tomorrow you’re all set” no not at all all set. Thank god we have a friend who made a call and was able to help us refill our tanks after a few hours. The only reason we stay with this company is because of this friend.
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September 2023 by Dan Brian
I cannot dissuade people enough from using Amerigas. The gas is very expensive compared to competitors and no one in the company has the ability to fix billing issues or refund money. I have a meeting later this week to discuss litigation against them with an attorney. This company is that bad.The company operates under a weirdly racist business model of employing American account reps to sell you on their service and then referring you to powerless call centers in Asia for any additional customer service after the initial set up.The initial account setup is done by a person located in the United States and who works in a quiet office. They're usually very nice, sweet women who will work with you to get everything going. After that, any customer inquiries are relayed to a very loud call center in Asia where you can barely hear the service rep over the din of the background noise. The reps usually don't speak English very well, either. Further, the reps either don't seem to have as much power over billing issues as they think they do, or they're just blatantly lying when they say the issue will be resolved. Regardless, it feels like a tactic to wear down customers into just giving up and paying.Because these service reps don't seem to have any real power and they're an ocean away, they end up being pin cushions for angry US customers, insulating the US employees from actually doing anything to help their customers. I imagine this situation gets pretty abusive for the folks in Asia, and I really feel for them as it seems like they have been intentionally set up for failure.My personal anecdote is that I discovered I could be paying almost 50%(!) less for my propane via local gas co-op. Last winter I was paying an upwards of $4+ per gallon on my 500 gallon tank and basically had a second mortgage all winter long. When I cancelled the service and had Amerigas remove their tank (which I had to do at my own expense because they couldn't get it together enough to actually help me with this), the company told me they were going to refund me for the remainder of gas in the tank at the time of removal. That was four months ago and they have yet to do this.I have called their customer service many times trying to get this straightened out and I have been told multiple times that the refund request has been made and will take a few days to process. The refund is never issued or deducted from the remaining balance on my account. I have three months of late fees because I refuse to pay the remainder of my balance until the refund has been calculated into the final balance. Because of this, they have dinged my credit score.I struggle to think of a more awful and deceptive customer service experience I've had than with Amerigas. Avoid at all costs.
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September 2023 by Christine Comeau
Customer Service is not helpful and people do not have the ability to help with billing issues. Finding someone who's English language is understandable is a HUGE challenge. I spent months tracking down meter readers to request someone to help fix my billing as I was being billed for a meter that wasn't mine and wasn't supposed to ever be turned on.
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September 2023 by Erica Dickinson
The new business vs accounting CS teams are very different. Once you are a customer, they will hit you with a lot of hidden fees. If you call about your bill, the CS team is extremely slow, not knowledgeable about the products at all & difficult to understand. They even gave me someone else bill information.
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September 2023 by Saul Fernandez
Your automated system failed to notify me of a scheduled delivery as it usually does and now I am expected to pay full market price on the gallons delivered rather than the prebuy rate I wouldve gotten. Because of your added fees I use the automated delivery system and when I am notified of a scheduled delivery, i check the tank and reschedule if its not needed. I did not need propane yet this time because the system assumed I used up way more than I actually did (it thought I was at 15% when I was at 35%). I would like to get a better rate on what was delivered since it was an error on amerigas’ system that caused this all to happen.Update 8/31: just got an automated email about a tank rental fee that was due, I had already discussed this with a previous customer rep and they had waived it back in June since I had met the min gal requirement. They are double charging people fees that have already been waived and if you dont call to get it fixed they’ll just take your money.
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July 2023 by William Chouramanis
Everything is on the account and can be accessed by the internet. Deliveries, tank propane level, billings and more are available once you enter into your account. Auto fill, Auto pay, 3 month adjustments make propane easy to manage and stay well informed about your usage and expense. An occasional check at the tank and account to make sure they are aligned always shows Amerigas' information is almost on target. Very happy with their service.
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June 2023 by Lucas Derraugh
Under no circumstances should you go with AmeriGas if given the option. All the other 1 star reviews explain the issues and I don’t have more to add other than I have had the same problems and then some.We finally switched over to Palmer Gas & Oil and they took the AmeriGas tank out of the ground and put their own in all with almost no hassle on my part. They answer their phones and get to any issue you have in a matter of minutes. Literally any propane company is better but figured I’d say how I got my tank out of the ground. AmeriGas told me I’d need to pay to have someone do this myself.Now the AmeriGas tank is sitting in our yard and of course I’m just waiting for somebody some day to call me to eventually pick it up. Won’t be surprised if it’s here for a month or longer.
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June 2023 by Patricia Elliot
Last two years. A different person every call. Scripted meaningless platitudes. Enormous amount of time “identifying” or “finding” my account. Scripted apologies. Promise of “escalation”. More platitudes and promises . No answer or resolution.ABSOLUTELY NO ACCOUNTABILITY!Switching as soon as we have our house rebuilt as most of our neighbors are doing.
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June 2023 by Mary Zore
The customer service representative on the phone was clear, understanding and professional. The order for propane was easily placed and the delivery came very quickly. I was very happy with the phone experience, especially since I knew I was talking with a person not a computer and everything went very well. Thank you.
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June 2023 by Ginny Canning
I would not rate this experience as 5-star, I'm not even sure about 3-star. I should never have had to take my issues to the corporate level. The Customer Service you offer is frustrating and not 'user friendly' in any way. The call center is handled by individuals that are very hard to understand, the answers they give to questions are very 'scripted' and don't address the problems of the individual calling. All they do consistently is keep apologizing for everything. Your billing system is confusing and difficult at best to understand, and the invoices that you send out give only beginning and ending balances with no details given about transactions.You closed all your local offices so there is no option than to call your very poor call center. You need to hire real problem solver people to deal with real people with individual issues.
