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Updated on 05/21/2019: I sent a note yesterday to the Customer Care “Reach Us” area of Amerigas which owns Heritage Propane and they came and picked up the tank today (GREAT!) but they left a final bill for 138.97. After… never being able to see the gauge on my tank since 1997, asking the manager for some way to get to the tank THEY OWNED without us having to dig it up each time we needed propane delivered and access to the gauge so we could tell when we were running out, not being able to get propane delivered in a timely manner knowing we were out (put us on 5 to 7 days will call) even though we never could see gauge to tell we were running out, AFTER offering to buy the tank which we more than paid for over 22 years rental fee they left a bill for $138.97. REALLY? I gave them one star because it was required to submit the review.
Original review: Heritage Propane Franklin, TN installed our 1,000 gallon tank in 1997. We did not have access to the gauge for the entire time the tank was installed in order to know if low or out of gas. We asked the manager of Heritage Propane Franklin, TN to install a riser/extension lid or some way of giving us access to the tank without digging before propane was delivered. Each driver asked us to locate the tank and dig up so they could fill with propane. We also asked for access to the gauge that was never accessible.
Knowing we were out of gas, they did not try to deliver gas in a timely manner especially since there was no way to monitor how much was in the tank since the gauge was not accessible. We would have to wait 5 to 7 days. It was never a positive experience dealing with the office staff of Heritage Propane Franklin, TN. After Heritage Propane Franklin, TN told us we could not purchase the tank they installed in 1997, we purchased another tank from a different gas company. The new tank was installed April 20, 2019. Heritage Propane Franklin, TN still has not picked up their old tank they would not sell us.
We have received 3 past due notices from this company and their tank has been ready for pick up for several weeks now. They delivered gas after being told they were not to deliver anymore. This is all documented in their Computer. Appointments have been made for pick ups, but they no show and don't even have the courtesy to let us know why. They actually owe us money for the gas that has been paid for.
I used Heritage Propane services for 2 years because their tank was already here when I bought the house. They always quoted one price and delivered another. Even though I was supposedly on auto-delivery, they never showed to check the tank unless I called. We parted ways 10 months ago (on good and clear terms) due to their change in contract. At that time I requested they remove their 250 gal tank from my yard. It's still there and, as of this week, still on the schedule to be removed. After seeing the massively bad reviews here and with the BBB, I don't think they're going to remove it, but I'm afraid to get rid of it less they charge me for it. Due to their higher than average prices, poor service, and aggressive contract, I recommend you look elsewhere for Propane Services.
Been dealing with these people for 17 years, all they have are excuses, denials, and coincidences. They want your business, but can't provide any kind of decent service. I don't blame them, I blame myself for dealing with such a shady tree company. They've been updating my account for the last 5 years. My solution is after this winter, is to find another company.
I recently prepaid to have my propane tank filled. They were supposed to let me know when they were going to fill the tank. They said they called but I have no record of the calls they supposedly made. I don’t have any appliances inside the home just an outside heat unit. They said they had to lock the tank due to no one being home to perform a leak check on my appliances. So now I have propane I have prepaid in a tank I can not access and temps in the 20's. The company is totally unprofessional. Then I found out they charge more than a dollar more than other companies. They need to be investigated.
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After looking here on the reviews... customer service is very very poor. I myself have had trouble on several occasions dealing with this company. On at least 2 occasions when we contacted the Seneca S.C. store they were very rude. It was a lady each time. On more than one occasion... we tried to put the bill payment into 2 payments. Each time this lady said o.k. no problem. Each time we got the entire bill pulled out of our checking. I am trying to pay online as we speak and trying to go to heritagepropane.com and my Android said error. So I can't even pay online. Guys delivering the gas? No problem. It's the people behind the desk that do not care at all. I hope to find another carrier asap... And as I read these reviews I am one of hundreds sick of customer service very poor attitude. So that's that... You people need to do something because social media will bury you... And it's your fault.
So many times huge companies forget why they became so large. Customers. Most of the time I usually have always felt like a invoice number and a representative was basically reading a script instead of having a real conversation between people. Yesterday November 1st I met one of your employees named Angela from your Charlotte NC office. She represented your company with such profound professionalism with such quality people skills with me. It was just simply Angela and Louise. She immediately found my husband’s account. We chatted a bit and she gave me so quickly and kindly the information I was asking for. We ended the conversation with pleasantries.
But as the day continued I knew I needed to call her back and put a order in. I asked for her and she was immediately available. We continued with the process and to be frank she was the reason I decided to go ahead and place my order. I was sent a receipt very quickly. So simply to whom it may concerned, When I light my logs this winter, I will be thankful that I can do that but that the company we use has representatives that are kind, attentive and know what true customer service is. Thank you Heritage oil and thank you Angela.
I purchased a cabin in Sevierville, Tennessee. The previous owner had a tank from Heritage Propane so I signed up to continue service. I noticed that it seemed extremely expensive considering the tank was large. Now this cabin ONLY has a gas fireplace ON A TIMER that was using gas. Everything else was electric. We ran the numbers after a couple of years and realized we were paying more for propane for one gas fireplace than we paid for propane at our home in South Carolina that had gas heat for over 2,000 sq. ft. and water heater as well. That is so way wrong!
We changed companies to Sevier County Propane A YEAR AGO and asked Heritage Propane to come pick up the tank. This tank has been sitting as an eyesore for a year and they would not come pick it up. I finally received a credit memo for $130.51 in Mid June (10 months later) for propane left in the tank. I expected to get a check for this. Instead, on 7/25/18, I received FINAL BILL indicating a PICK UP FEE of $59.99, plus a PUMP OUT RESTOCKING CHARGE of $149 leaving me owing $98.86 to them for picking up their own tank and gas. This CANNOT be legal and I am contacting a lawyer. I see so many complaints and find it amazing that the regulatory industry has not shut this company down.
I am doing a review on Heritage Propane with hopes they shut it down. We fill our tank ever year. On top of that charge they sent us a $80.00 bill because we did not use enough gas. Wow. Really. We cannot use the gas in the summer. I guess with global warming they are getting ready to make a killing. Unbelievable. They said it would take 3 weeks to pick up the tank. I really do not see that happening. I am sure they think they will charge us for picking up their tank but they will not get a dime from us. If they don't get it within a month I am chaining it to a truck and dragging it to the woods. This company is a shame. No wonder they have changed names 3 times. Hey guys 'SAME CRAP, DIFFERENT TOLIET'. Somebody better do something or it's going to be another empty building. We already changed over to a heat pump so goodbye Heritage Propane. YAY!!!
We have been a customer since 2014 and had we been paying attention we would have found another supplier after the first year. Pricing started out reasonable, but has increased steadily. This year prices are nearly double that of other propane suppliers in the area. When challenged with this info they did reduce the cost of one delivery by $1 per gallon. Deliveries have been regular although despite numerous requests to leave paperwork for each delivery we rarely have any record until a bill arrives. Requests to come and level the tank have gone unanswered for 3 years. Do yourself a favor and find another propane supplier.
I had two 100 pound tanks of propane at my house for my fireplace. 1 tank was totally full and the other was partially full. I was having my home tented for termites and then painted. I decided to get rid of the tanks since I did not use them much. I called Heritage to pick up the tanks and reimburse me for the propane that was left. They picked up when I was not home, then sent me a bill for pick up service. Their employee claimed the tanks were empty, and that I would get no refund. He obviously lied, and now I am out approximately $500. WHAT A RIP OFF!
I recently purchased a home that had gas logs. The prior homeowner had used Heritage, so I called them to continue the service. They came and set the tank, then came back a few days later to fill. Everything went well, and I was satisfied with the service. Three months later, during a long cold period, I checked my tank and it was at 25%. Thinking Heritage might be busy due to the weather, I went ahead and called to schedule a fill up. I didn't get an answer, so I left a message. And repeated this weekly for 3 weeks. I never got a single callback from all the messages I left.
When my tank hit 15%, I called the competitor, who gave me a much better price, gave my neighbor 35 gallons of gas for referring me, and had me taken care of in a timely manner - complete with the online account that I was never able to set up with Heritage. I even had to call Heritage at one point to ask them (in a message, of course) to please cash the check I had sent them 2 months prior, rather than continuing to send me bills. Just not a good company to work with.
I have been using this company for about 10 years or more. I am on auto delivery and belong to none of their programs. I did belong to the "lock-in rate" program but realized that the rate was much higher if you consider the $99 you had to pay to "lock" in the rate. I have been doing some research and found that their current rate is more than $1/gallon. I am going to change to another company. This company is a rip off. I tried to call them all morning and their lines are always busy. I sent them an email using the "contact us" information and it was returned as unknown. Don't use this company. Talk to your neighbors and make phone calls to get the best price for propane.
I called with a gas leak. They sent someone out to cap line off to my gas logs. Stated that they would be back the following day to fix it. It has been 6 days now. I called back and the lady asked if I wanted to make a appt. Really. I've had a appt. since last Thursday. Well they came and filled the tank up and the price is 1.00 more than other companies that I called. Is this not price gouging? STAY AWAY FROM THIS COMPANY!!! I rent the tank. Guess I'm not a customer. Just on the back burner. On receipt hazmat fee 10.99, fuel recovery fee 5.61, will call conversations fee 6.99, price/gallon 4.11. Called other companies and they all are at least 1.00 cheaper. A few were more than that.
Initially our Propane was from a local company who had both good prices and good service. When they sold out to Heritage Propane quickly got more expensive and the service became very poor. Over the last few years we were told not to ask for a tank fill at anything over 20%. If one were not careful it was easy to run out of gas by the time (7 to 10 days) they came to fill the tank.
Previously they would do their best to help assure they filled the tank in time but now that is not the case. Over the holidays I attempted to get a fill after letting the tank get below 10%. I was told there would be an $85 leak check fee if it got below 5% and I could get an emergency fill for an extra $150! The price for gas was $3.37/gallon which is about $1.00 higher than last year.
Fortunately I found a local AllGas supplier that brought a tank the next day, filled it for a low rate first fill and quoted about $2.50/gallon for the regular price. I called Heritage and canceled my gas order and told them to pick up their rented tank. Now I am concerned they had already charged my credit card for the never delivered gas and I had already paid for next year's tank rental. Who knows if that will get straightened out easily or not but from other comments it seems I may be in for a hard time.
Purchased a home with a propane tank on a lease agreement with the previous owner. As soon as we took possession of the house we asked about buying a tank instead of renting a tank. We have had several phone calls with them and at their suggestion we were told to wait until the tank was nearly empty before replacing it. Today one of their reps showed up at the house to lock the tank since we didn't have a signed agreement with them for this rental tank. Heritage has been sending the required paperwork by mail to the house, with the old residents name on it, and the post office is forwarding it to their new address. Apparently despite Heritage having our name, address and phone number they were unable to use any of that to contact us about the tank rental renewal and came to put a lock on the tank.
After a little bit of research on Google, it turns out that this is a standard scam with Heritage. If they transfer the account to the new homeowners name then there is no money in it for Heritage. If they stall until the previous owners rental agreement expires, then Heritage can charge you a "new account sign up fee" and also increase the price of the propane, since you aren't under contract like the previous owners were. In addition we have to pay for a "leak test" to make sure that the tank they were perfectly happy to fill up last week is now not suddenly leaking. Again, this is a tactic by Heritage. I'm pretty sure based on previous experience that the tank will magically fail the test, and there will be an additional charge to repair or replace the tank.
Ironically, they will make a few bucks doing this, but have lost the sale of the new tank and the ongoing propane sales. We were going to buy a 1,000 gallon tank from them, but have now made arrangements to buy a tank from another vendor. When dealing with propane companies, stay away from the huge ones and look for a locally owned independent company who actually cares about the community they are in, versus a company like Heritage/Amerigas. Remember that in 2012 Amerigas acquired Heritage for just under $3 Billion, of which $1.46 Billion was cash. That's Billion, with a B. The high rates you pay are what helped them have over a Billion dollars in cash reserves. With the money they make, they buy out the competition and then when they have a monopoly in your area your propane prices double.
We have used Heritage Propane for the last 4 years. Their rates have risen dramatically over that time (we were told that they have been bought out by AmeriGas). Compared to other local companies, their rates and customer service are dismal. We have always had an excellent payment history, but recently we misplaced a bill, which went past due by 30 days. The bill was for $40... They charged us a $36 late fee. I called and cancelled my account immediately. I recommend Freeman Gas. They are locally owned, have much better rates and significantly better customer experience.
My landlord has contract through Heritage Propane. The first delivery of propane we got a discount 125 gallon under $150 so they come out, we pay $150 and get 100 gallon. They said they would bring it out when we got low. I called and it's different story why they don't owe it. I will never buy fuel from there.
3 weeks ago, we requested a pick up. They filled the tank on an automatic fill. I went into the office and spoke with the manager. Said the tank would be picked up on Monday. That was last week. Still there and received a bill for the fill today. Wish I would have seen this site before I went with them. I did get a letter stating that they would pick up the tank and am now going to Mr Curtis ** at 615-890-9354 on Monday morning... I'll post to let you all know how it works out...
We initially rented our tank & were serviced well from Amerigas. A few years later Amerigas sold out to Heritage Propane. As soon as the change took place - Our gas rates went up the roof (we were charged over $5.00/gal - 2x what we were paying); The service became non existent (Refills were taking 2-3 weeks; the online payment system was difficult & didn't work well at all); And when we would call we would be transferred to rude customer service agents! We decided to buy a tank & change our gas company; then it actually got worse: We called to have them pick up their tank and moved their tank out to the driveway to make it easier for them to pick it up - We called & called but it still took almost 3 months for them to pick it up! (While it sat in the way in our drive.) Then, to add insult to injury, we were billed $47.70...
We then decided to hold off a month paying it until we researched the charge. We were charged another $36 service fee for paying late! I paid the bill today but I want to make sure everyone knows that we have never complained about a company before but HERITAGE PROPANE IS THE WORST COMPANY we have EVER dealt with! If I ran our business like Heritage is ran we'd be out of business in no time!
Recently phoned the local office in Hickory, North Carolina to have my tank scheduled to be picked up. I gave the office a weeks notice and they said they could pick it up before the end of the month. That never happened. I called them back and I was told that it could take "weeks" and they are backlogged by 4 months for pick up of tanks. I was required to pay an $100 security deposit over a year ago and was told I will receive that back upon return of the tank.
Today, they are singing a different tune. "We normally do not collect security deposits sir," was what I was told. "That manager no longer works for the company." "I will have to look into it further." "Oh, by the way, there is a $59 plus tax pick-up fee." It is obvious to me that this fee was just made up. Why would a company hold $100 of my money to make sure that they get their equipment back but then charge me $59 plus tax to pick it up. I will be very vocal about these unfair practices on social media and every outlet that I can find until I am treated fairly.
I been waiting for 2 months trying get service, all is been problems. First they gave me a day to go set lines, I call for time, they didn't have me in system, I had to wait for 1 week. Then when run lines, I had been waiting since that and is 1 month, they supposed to go install friday, guess what they didn't. I call friday before 5, they said had problem. Truck is in shop. Is going to be monday, I call lunch time. They still don't know when? Wtf. I'm positive they have more than one truck. This is a very bad service.
When I checked my tank last weekend (1/1/2017) I realized it was down to 20%. I called first thing Monday morning to order a refill. I was told it would be done between 5 to 7 days. I again checked my tank the following Wednesday and discovered it was down to 15%. I again called Heritage to request the tank be filled by the end of the week. They made no promises but would call me if it was possible. I got a call the next day (Thursday) that someone would be out to fill the tank on Friday. Today, Friday, no one showed up and in the afternoon I decided to call to check on the status and was told they were unable to come as promised. When I let them know how unhappy I was they had the nerve to tell me they would send someone out if I would pay an extra 150.00. This is outrageous!!! This is a poor way to treat people and shows the greed of this company putting money ahead of service.
I switched to Heritage Propane because of their initial pricing. We don't use a lot but thought getting a new tank with the special pricing would be good. Within two months we ran out of propane. When I called to say we must have a leak the manager or owner said that I used it. I quickly switched to Lee Propane and they found the leak. I've been running off the same tank for approx a year now. Customer service is a zero, the part that leaked was the part they installed so knowledge is a zero as well. Stay away from them. Horrible company!!!
I had been with Foust Fuels for years and the people always seemed pleasant, but I regularly had them deliver gas when I had not requested it. I had to budget for my fuel deliveries and was on a "deliver when called" plan so that I could pay them when they filled the tank. But, they would just unexpectedly top me up and bill me when prices were high and then add a delivery charge too (more gouging). Sometimes it took me a month or two to save enough to pay them, but then they would add a late fee each month for a delivery I didn't request. Typically I paid in advance over the phone when I made the order, or I would leave them a check for it under the tank cover. I ordered the minimum 150 gallons a few months ago and they tried to charge me about double the average rate in our area.
I protested that their price should be so high after years of being a customer. The manager agreed to charge me the normal going price and I paid it with my credit card over the phone. The delivery man came a few days later and I saw him filling it, so I asked him how he controlled it to shut off at 150 gallons? He got very surprised acting and shut it off because he said he was going to completely fill it. He then went to the truck and set the pump to stop at 150 gallons. About a month later they began calling to say I owed them more money because they had charged me the wrong rate and now want me to pay them the extra high price instead of the normal price we agreed to and I had already paid in full before they delivered it.
Usually I can go a whole year on one tank of gas and I get them to fill it in the summer when they aren't busy and the prices are low. A few years ago they filled me, without my request, in the spring. I paid that bill right away anyhow. A month later, they claimed they had to completely fill it again even though it was summer and I only heated with gas and had not used my furnace. I've been hearing a lot of stories like this from neighbors.
This company overcharges their customers by more than 100%. The national avg. for propane is $1.99 and yet Heritage charges $4.03 per gallon. Ridiculous! Stay away from this company. They overcharge and have no explanations why other than they want to be greedy. There are plenty of other reputable, honest and fair companies servicing the area. This has been occurring for several years. If you are lucky, they will give you a "special discount" and drop the price but that only happens in rare instances.
I used Marlen Gas in 1996 for tank and propane and paid a $25 deposit for the tank. In 2001 they switched the tank out for a smaller one and for the 17+ years I used their service I only paid for the propane when I took a delivery. They went out of business a few years ago so I found a new provider. Heritage delivered my propane and then about a year later, started billing me for a service fee for the tank lease since I wasn't getting delivery. I cook with propane. I don't use 250 gal every couple of years to cook. I have and provided paperwork that clearly shows my lease amount n/c and told them so. For over a year they continued to bill me, adding each quarter. They then turned me over to a collection agency.
Yesterday, they came by my house to shut off according to paperwork. I called them and left them a message last night explaining the situation again. Today, they came by again and left me a note with copies of my paperwork from Marlen Gas that clearly shows a n/c lease. For 17 years I was never billed a lease fee. When I had them deliver gas, they should have mentioned if I purchased propane from them. They would charge me if I didn't get a delivery for a while They are trying to get money from me from a company that went out of business. Maybe they bought the tanks, regardless, they neither had me sign a new contract. Their letter says they own Marlen Gas. If that is the case, shouldn't they honor the contract I have had in place for many years. Crooks!!!
Anyone can check the US EIA websites for current propane pricing for the lower 48 states. What you will find out is that AmeriGas/Heritage Propane prices in Florida are over TWICE the national average. This same company has locations in the southern US and next door in Georgia. The average prices in March 2016 are less than half of the average in Florida, which is $4.70/gal. I was initially quoted $5.80/gal and then was adjusted to $4.50/gal. This is outrageous! Why are
we in Florida paying a multiple price increase over the rest of the country??
Wow, I'm reading these reviews; are we talking about the same business? Maybe it's the location, but our experience has been just the opposite of unpleasant. They're wonderful! When they first bought out our old company and took over, things were a little rocky, but that's to be expected. Since they've been Heritage, we have been extremely pleased. We're on their watchdog service, so we receive automatic refills for our gas; we've never run out.
Their techs are the only ones in our area current on and capable of repairing our Rimi propane heater. We have only had to call for service on the heater twice in 11 years; both times they were friendly, prompt, competent, and reasonably priced. We anticipated a delay when we had to call during the holidays, but they had a repair technician here in 20 minutes. Also, we're on a tight budget, and they were willing and easy to work with on our payment management. We'd recommend Heritage Propane to anyone contemplating propane for their homes.
The entire experience with Heritage Propane has been one fiasco after another. From the inept customer service at install to the actual installation (they sent 1 install person attempting to install on a steep slope; I had to help him and it was dangerous for both of us) to the attempt to cancel service which I've been trying to do unsuccessfully for 2 months. At the age of 50 I have to say this has got to be the worst company I have ever dealt with. I recommend avoiding them at all costs.
Heritage Propane Company Information
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- Heritage Propane