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 *** by your company.