AmeriGas Propane Delays Spark Frustration Among North Carolina Residents
'Out of 1000 gallons, I have 100 left,' says Joseph Folk, a 79-year-old resident of Colvard Farms, as he anxiously monitors his thermostat. The delay in his propane supply from AmeriGas Propane has left him and his wife, who is also 79, without heat and facing growing concerns as winter weather approaches.
This is not an isolated incident. Across North Carolina and the East Coast, residents are expressing frustration over delayed propane shipments from AmeriGas. The situation has become particularly concerning as the winter months draw near, leaving many without heat and hot water.
'Never heard anything, except that 'we tried to deliver' but didn’t do it,' Folk said, adding that no reason was given for the two-day delay. Despite multiple phone calls, he hasn't received a clear answer on when to expect his next delivery, and the lack of communication has only added to his worries.
The issue is compounded by North Carolina state law, which prohibits companies from refilling propane tanks owned by other companies. This means that homeowners like Folk are unable to seek alternative solutions, as they are bound by the terms and conditions set by AmeriGas.
'You may shop around for the best price if you own the tank yourself, and that is the return you get for your investment of buying a tank,' officials from the North Carolina Department of Agriculture and Consumer Services said. This leaves homeowners with little choice but to wait for AmeriGas to refill their tanks, even when faced with delays.
The average price of propane is roughly $3.40 per gallon, according to the Energy Information Administration. However, some customers have reported that other companies offer prices more than $1 per gallon less than what they were paying for AmeriGas service. Despite this, they were ultimately denied when they attempted to switch providers.
'Our House is 60 degrees with no hot water for showers,' said John Prince, a Durham County resident who has also experienced delays with AmeriGas. Danielle Ratcliffe, a mother from the Charlotte area, placed an online order on January 19 but still hasn't received propane or heat as of Wednesday morning, despite being told the delivery would be on February 3.
Navarrie Southerland, an Asheville area resident, placed an order with AmeriGas on January 16 when her tank level got down to 30%. Despite being told a delivery would come between January 23 and January 26, she began calling on January 28 after not receiving the delivery. Three days later, she cancelled her order out of frustration.
WRAL News reached out to AmeriGas to ask what is causing the delays. Officials said increased demands for service and weather conditions have impacted delays across the country. They also stated that the company has brought in additional drivers from across the country to assist with deliveries.
'Our delivery trucks are significantly larger and heavier than standard vehicles, requiring clear, safe access to completed deliveries,' a statement from AmeriGas read in part. Officials also emphasized the safety of drivers and customers as the biggest priority, and asked customers to maintain a safe delivery path, clear equipment and vents, mark underground tanks, and order early to ensure timely service.
This is not the first time AmeriGas has faced delivery delays. In 2022, the state's Attorney General's Office received several delivery complaints from AmeriGas customers. Customers are encouraged to check their tanks and request a refill as soon as their gauge hits 30%.
'You try to call numbers, you’re placed on hold. They try to say we’ll get back to you. I give them a number, and they say, 'Well, get back to you in this time frame.' And no one’s ever called back,' Folk said. This lack of communication and the inability to seek alternative solutions have left many residents feeling frustrated and vulnerable as winter weather approaches.
