Massachusetts Attorney General Andrea Joy Campbell called out two propane gas companies that serve the state, and demanded that they remedy the problems that delayed deliveries to households and left hundreds without heat or hot water this winter.
Campbell’s office highlighted in a press release Tuesday that more than 67 complaints had been sent to the attorney general over the failure of AmeriGas and Superior Plus Propane to deliver gas, and allowing tanks to “reach dangerously low levels or run empty.” While AmeriGas delivers to the Island to 6,500 customers, Superior Plus does not; the company acquired assets of Rymes Propane and Oil in 2020 in all places but Martha’s Vineyard.
“Gas companies have an obligation to deliver the services they promise on time and reliably. Leaving households without heat or hot water during the cold winter months after requiring customers to rely on them exclusively for this service is both dangerous and unacceptable,” Campbell said. “AmeriGas and Superior Plus Propane must immediately fix the problems that have left consumers with empty or nearly empty gas tanks this heating season.”
Demand letters were sent Tuesday to the gas companies that said customers reported that “the companies locked them into exclusive contracts then failed to deliver propane, leaving households without heat or hot water and unable to turn to another provider in case of an emergency.” Customers also reported that there were “unreasonable wait times,” and that even when they reached company representatives, issues were often left unresolved. The letters demand that the companies remedy the problems and “ensure timely and adequate delivery of propane … without further disruption,” the press release said.
The Times reported about two weeks ago that homeowners on the Island experienced days of cold temperatures due to delivery delays from AmeriGas. Kathryn Leonard, a seasonal resident in Vineyard Haven, was one customer who took her concerns to the attorney general as the Island experienced heavy snowfall and a long cold snap in late January and February.
“Due to the recent extreme winter conditions across a large portion of the country, AmeriGas has undertaken extraordinary efforts to ensure we keep our customers safe and warm,” said AmeriGas Group Director of Inside Sales and Customer Relations Brilynn Johnson in an email to The Times in early February. “We are servicing more customers this year than last, and have performed better in delivery operations during colder than normal weather periods, compared to previous years.” Johnson added that customers should maintain clear delivery paths and remove snow, ice, and branches for 10 feet of clearance for delivery vehicles.
Many AmeriGas customers are “elderly, live in rural or isolated areas, and have limited financial resources,” Campbell’s demand letter to AmeriGas reads. “Leaving them without home heat for days or weeks at a time is dangerous, unconscionable, and unacceptable.” The letter also said “failure to deliver propane as promised” could be in violation of state laws.
The letter asks that the company provide “written documentation” of efforts to resolve issues by Tuesday, March 3, and go to the attorney general’s office to discuss those efforts.
“We received the attorney general’s request and are still reviewing that,” a spokesperson for AmeriGas said in an email to The Times Wednesday. The company also shared an email sent to customers on Martha’s Vineyard by territory manager Kerry Simmons that said, “Safety is the core of everything we do, and the trust and well-being of the people and communities we serve is not taken lightly. AmeriGas is making sustainable improvements to the service we provide our customers, and we’re committed to being transparent with you along the way.”
The email to customers said that delays were a result of days the company was unable to deploy trucks due to bad road conditions, and added that even when roads are navigable, they may not be able to access a clear path to tanks that are covered by snow and ice. There have been 246 “zero fill” stops where they couldn’t complete delivery from Feb. 1 to Feb. 24, Simmons wrote; however, in the week of Feb. 2, 134,000 gallons were delivered to 650 customers. The next week, 144,000 gallons were delivered to 600 customers. There is also a dedicated number for Martha’s Vineyard customers to talk to a local employee: 774-563-6644.
People who experience issues are encouraged to file a complaint with the attorney general’s office. The attorney general’s office also stated, “Consumers who need immediate assistance because they are suffering from a lack of heat should call their propane company and the AGO’s consumer hotline at 617-727-8400.”
The time for strongly worded letters and written documentation is way in the past. These problems have been on-going for at least 5 years. I wrote a “strongly worded letter” to the MA AG in 2021 complaining of the exact same problem. The AG’s office was aware of the problem then and that it was widespread. I was told they were investigating. Clearly, nothing of substance was done. AMERIGAS gave great press releases – just like the ones above- with no action behind them. This winter is the result. It is time AMERIGAs gets fined substantial dollars to be refunded to the customers. The fix is easy and not expensive. They just don’t care.
I would not be in line for such a refund as I switched to MV Propane (Rymes) and have been extremely satisfied with their service.
I am an AmeriGas customer on Martha’s Vineyard with a 500-gallon underground tank. My deliveries have been made, but the attorney general’s concerns are understandable.
The issue is not simply winter access or weather delays. Once a homeowner installs a company-owned underground tank, changing providers requires purchasing that tank at a price high enough to discourage leaving. In practice, a household relying on propane heat becomes dependent on a single supplier with little practical alternative.
Customer service reinforces the imbalance. Reaching a representative involves long hold times. The company’s website frequently hangs even on a stable connection, making online account access difficult. Routine matters are difficult to resolve. Promotional discount codes emailed by the company have twice failed to apply, and correcting them required lengthy calls without resolution. Individually minor problems still reflect the customer’s limited leverage.
Home heat is not optional, and customers cannot easily pause or shop elsewhere. When exclusivity is built into the arrangement and switching providers is effectively blocked, reliability and responsiveness must carry higher expectations than ordinary retail service. Oversight is reasonable not only when tanks run empty, but when the structure of the service leaves homeowners without meaningful choice. Dependence without alternatives warrants accountability.
I should correct something in my earlier comment. My 500-gallon underground tank is homeowner-owned — I own it.
However, I am still billed annual tank-related charges, and the tank has a company-installed monitor tied to their system.
In practice, changing suppliers is not simple, particularly during winter conditions when inspections and scheduling are required before another company will assume service.
I, for one, am very happy that Rhymes on-Island became MV Propane. For us, and i assume other customers they paid close attention to the elements and filled our tanks ahead of the storm.
If you get an underground tank buy it (don’t) rent. Then you can shop for the best price. If they don’t wanna sell the tank call Star Propane. If you currently rent an underground tank read your contract. In my experience you should be able to have someone dig it up and bring it to the company you’re renting it from. If that isn’t an option run it empty, then bury a tank you buy right next to it. Read your contract and definitely make the fire department in your town aware of what you’re gonna do. It always seems awesome to rent with a promise of cheaper propane but it’s not usually the case. As a lot of people are figuring out right now. Due diligence, don’t get pushed around.
I think you forgot something. All propane companies have a minimum usage charge which is high. So if you empty a tank they will still bill you for lack of continued gas purchases.
Not to defend the propane companies, but a lot of people dont pay their propane bills and think its right to have propane. Thats a large factor the newspaper doesn’t like to report on.
Everyone keeps talking about het pumps that only use electricity to move heat and cold around and burns no fuel. Why are more people not knowing about this headache saving heat, AC, and dehumidification option? leave the propane tank in place to run an optional generator, gas stovetop, or BBQ grill. Learn not to burn many are saying
If you pay their extortion fee for an “emergency delivery” they deliver, funny how a 10 day to 2 week delivery can be changed with a large fee, and i am sure it did not go to the driver. The pr person I spoke to was rude, condesending and just did not have any empathy for someone with an empty tank,even after such a record cold spell. Calls for service never materialize and they don’t have the staff needed to properly diagnose the simplest of problems.