Delays in AmeriGas propane shipments concerning residents in North Carolina, along East Coast

In his Colvard Farms home, Joseph Folk watches his thermostat with a close eye. 

“Out of 1000 gallons, I have 100 left,” he told WRAL News. 

Folk, who is 79, expected a re-supply of propane from AmeriGas Propane several days ago. He says he was given a window of eight days, ending on Monday, Feb. 2, of when his next propane supply delivery would be. 

Except the delivery, powering the heat source for his Durham County home, hasn’t come yet.

“Never heard anything, except that ‘we tried to deliver’ but didn’t do it,” he said, adding that no reason was given for why the delivery is now two days late.

Despite phone calls to the company, Folk says he can’t get a clear answer on when to expect his next delivery, with growing concern between him and his wife, who is also 79 years old. 

“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.”

Complications with alternative solutions

North Carolina state law does not allow companies to refill propane in tanks owned by other companies. If so, those companies are susceptible to penalties. 

According to the North Carolina Department of Agriculture and Consumer Services, the company that has its tank at your home deserves a return on that investment, and its margin on the propane they sell you is a large part of that. They may also charge rent on the tank if you do not buy a prescribed amount of propane each year.

NC DAC officials said homeowners do not have a right to ask another company to fill that tank no matter much less they charge. 

“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 said. 

So when Folk called other propane gas companies to fill his tank, claiming that some offered prices more than $1 per gallon less than what he was paying for AmeriGas service, he says he was ultimately denied. 

The average price of propane is roughly $3.40, according to the Energy Information Administration. At least one other company WRAL News contacted was less than $3 per gallon of propane.

Complaints from other customers

Folk is not alone. Across social media, others have voiced their frustrations and concerns about the delay. 

John Prince, a Durham County resident not too far from Folk, noted customer service issues with AmeriGas in recent weeks. 

He said he was supposed to have an auto delivery in late January, but as of Wednesday morning, he had not received a delivery. 

“Our House is 60 degrees with no hot water for showers,” Prince said. 

Danielle Ratcliffe, a Charlotte area mother, placed an online order on January 19. As of Wednesday morning, she still did not have propane or heat despite being told the delivery would be on Tuesday, Feb. 3.

“I got an estimated delivery of January 26 through January 29. Those days came and went with no communication from AmeriGas,” she said. 

Navarrie Southerland, an Asheville area resident, told WRAL News she 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, Southerland began calling on January 28 after not receiving the delivery.

Three days later, she cancelled her order out of frustration. She adds she still hasn’t gotten a propane shipment and is now at 10%, but had to source it through another company.

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.

Officials said the company 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 complete deliveries,” a statement from AmeriGas read in part.

Officials said the safety of drivers and customers is the biggest priority. To maintain a timely service, AmeriGas asks customers to maintain a safe delivery path, clear equipment and vents, mark underground tanks and order early.

For years, WRAL News has previously reported on issues with AmeriGas and customers receiving their deliveries on time. In 2022, the state’s Attorney General’s Office said they’ve received several AmeriGas delivery complaints.

Customers are encouraged to check their tanks and request a refill as soon as their gauge hits 30%.