AmeriGas customers frustrated with empty promises

Now, former customers are frustrated the company hasn’t picked up old equipment.

One Raleigh homeowner tells 5 On Your Side she canceled AmeriGas when she ran out of gas and couldn’t get a delivery.

She says she called AmeriGas about "20 times since January" to get their tank picked up, each time being told it would happen "the next day."

Vicki Cannady switched gas companies a year and a half ago, and requested that AmeriGas pick up their tank.

It was on the edge of her property in Moore County.

"We’re off the road. The tank’s just out on the edge of the field, which it doesn’t look wonderful, but you know, nobody was stretched," Cannady said. "We figured they’d come get it eventually."

When the tank was still there in May of 2020, she called again.

"They said they weren’t doing pickups because of COVID. So I thought, OK, eventually they’ll come, and then imagine my surprise when we got a bill for renting the tank," said Cannady.

The bill was for almost $85, so she called again.

"I got a very nice lady who said, 'I’m sorry. We’ll close the account. We’ll come get it. We won’t bill you anymore,' So I thought we were done," said Cannady.

Then another bill arrived, and another with late fees. Then she got a letter from a collections company.

"That’s what really put me over the edge," said Cannady. "That was the proverbial straw that broke the camel’s back."

She was worried about the impact on her stellar credit score of 850.

"It’s one thing to be aggravated but, you know, if it impacts our credit score over something that we don’t want," she said.

5 On Your Side reached out to AmeriGas.

A representative called the case "odd" and promised by the end of the day "the account would be removed from collections and won’t impact her credit."

A representative called Cannady to apologize, and AmeriGas finally picked up the unsightly tank.

Cannady thanked 5 On Your Side for helping to get some action.

5 On Your Side also asked about the Raleigh homeowner’s tank, and AmeriGas came out on Wednesday to finally pick it up.

Cannady hopes going forward that the company does a better job for other customers.

"I don’t know if it’s just poor communication or sloppy recordkeeping or what, but they should know that this is not an active account anymore," she said.

A bonus resolution, Cannady told 5 On Your Side that her boss was still getting bills for the account of her deceased mother.

When AmeriGas called Cannady at work, she got her boss on the phone and the company assured her that account would also be updated.