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Amerigas does not understand "customer service"
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Jun 13, 2008 amerigas complaint by AprilM |
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This is a copy of a letter I just submitted to the AmeriGas web contact form:
I would like to tell you why you lost my business.
We were customers for only one year, having purchased a home that was already serviced by you. In mid-April, I called for propane delivery. We were down to under 15%. I was assured that although there was an issue with their service guys (one was out sick, the other absent due to a death in the family), they would be able to get out within the standard 5 day response time--and just call if we didn't get our delivery.
No one came. I called the next week, and several times after that when each promised delivery date came and went, each time given a different excuse: Driver quit without notice. New driver on the route. Truck broke down (twice). Each time we were told that our request would be escalated so that we would be next up for delivery, but apparently their drivers pick and choose where they feel like going, because we never got our propane after WEEKS of waiting. We were now down to 8%.
We contacted Ferrellgas, who was more than happy to pick up our business and set us up with automatic monitoring, would not require COD terms (even though we have excellent credit, your local office insisted on COD), and they swapped out our tank and filled it up about a week after we called.
I called your company immediately after our tank was swapped out, on 5/16, and asked them to pick it up. She said someone would be out in 2 weeks. Well, true to form, no one came. Now a month later, I called again, and was told that the service guy just hadn't had the time to get it, would be out of the office for some time, and it probably wouldn't be until the end of July before they pick it up. EXCUSE ME?
Having no other recourse, I told her fine, but if they weren't out here by the end of July, we would consider the tank abandoned and would take other action to have it removed.
Your company has a lot to learn about customer service. You are not the only propane providers out there, so you should not be taking your customers for granted. Even though Ferrellgas will cost us more, their service thus far has been outstanding, and we are more than happy to pay a little more for good service than to get treated like crap by your company.
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1. Written by Employee of 15 years but now l, on 05-07-2008 12:08
Things have only gotten worse over the last few years at Amerigas. They have filled the ranks with people who do not know the propane industry. They have a call center that is totally overwhelmed and staffed with people who do not know the industry, are under trained and we lose more and more customers due to the poor service given from the call center. Management is running scared as they fear the next cuts will be their jobs. Most the office personal at all the districts have been cut and only part time under trained employees are now hired to fill the ranks in Ohio districts. Old employees who have the know how and been loyal are treated poorly or as if they are of no value. Some stay some are leaving and it is all bad. They do not replace these people with quality people just the lowest cost fits the bill anymore at Amerigas.
Technology is trying to replace human know how with terrible results. This is a proven failed attempt at cost savings that Level Propane and many before have tried. Most the call center and personal come from Level propane which went bankrupt and a lot of these former employees now are running Westlake or parts of it.
You have people with 40 years experience listening to people with 3. It is a total failure but they come up with false statistics to try and prove to the general employee base that all is well and we are leading the way to the "new Amerigas". We are doing half what we used to and making half the moeny we used to and have half the people we used to and yet all is smiles and good and happy bs.
Too bad - I do not know where the lying started but it is out of hand as management is told to follow suit or they will be gone.
My days are numbered but I am done with the lying and the falsehoods. I was a good employee and took care of my customers and I was hoping for a future after so many years. I know the time has come to move on before I am cut anyhow as I have bennies but not for long.
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