Ive beena customer of Amerigas for 17 years, always paid my bills the day I received them. They kept increasing my bills (to punish me for being a loyal customer I suppose) until I noticed they billed me the gallon of propane 40% more than their competitor charged for it. Then one day I called them and told them there was a huge smell of propane in my rental house. They told me to evacuate the renters immediately, that they were sending a technician urgently. I put the renters in a hotel. One week later, no one from Amerigas had come. I called them, They said "Oh, we forgot to tell the driver to go to your house." No apologies. Then I complained about the high price of propane, pointed that their competitor was 40% cheaper. THey told me they would reduce the price. THe next bill came: even higher than the bill before. I called the manager, she said she would not honor her promise. I told her to cancel the account and stop the deliveries. Next thing I know I receive an invoice for a new delivery (entering the property without my permission) and the propane charged at an all time high rate!!.
ITHen I tell them Im not going to pay for gas I never ordered. They never replied to my letter and are sending me invoices with late fees added!! A true horror story.....
Then I post a first complaint on this site. Ten days later I get an email from "CustomerFirstFran@Amerigas.com saying "we want to help you. Write to us. That was ten days ago. I email this person a full description of what happened. I never heard back!!! My email was not even acknowledged... Talk about adding insult to injury...
I was reading today that the latest survey shows that 65% customers expect complaints like this to be dealt with within 24 hours.
I happen to run a management consulting firm helping companies improve their customer service! Irony...
Amerigas is a customer service expert's dream.! Its a source of perfect examples of how to freak out customers fast and hard.
I just filed a complaint with the BBB and will write to the Amerigas CEO and CMO. I will also write tomorrow to the California Attorney General for consumer affairs, and a few other agencies.
ast but not least, Im going to blog about this, as the material is too good to pass.
Amerigas, why are you doing this to yourself?
What you are doing is reputational suicide, and you are choosing it.
Take it from an expert in customer service: how you treat people is extreme. There are just no case studies in textbooks that tell the kind of hardship you inflict on people. You are writing the book on customer abuse.
Monetary Loss: $1000.