ComplaintsforAirgas, Inc.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Airgas is setting up accounts and fulfilling orders and later charging astronomical fees associated with renting equipment. These fees are not disclosed at the time of account set up or gas pick up

  Business response

  08/07/2023

  August 4, 2023

  Thank you for notifying us of the customer concern (complaint ID ********) your office received on 7/28/2023 and notified us of on 7/31/2023. We take customer concerns seriously and appreciate the opportunity to share pertinent findings of our internal investigation with you.
  In response to *** ****s’ BBB complaint, we reviewed the details of her transactions and have outlined our findings as follows:
  ? *** ****s picked up a helium cylinder from our Tampa East branch on May 31, 2023. She was charged for the product purchase at that time; a separate invoice is collected on a monthly basis for cylinder rental charges.
  ? *** ****s contacted her Account Manager (**** ****) on July 19 to question why the amount of the hazmat fee on her June rental invoice did not match her quote. In order to offset this cost and satisfy the customer’s concerns, Stan offered to reduce her rent rate and rental hazmat fee on future invoices. *** ***** was not satisfied with this solution, and sent additional messages to question the reason for and amount of the fee on July 24 and July 31.
  ? As pricing is managed at the local level, I reviewed her account personally and identified an account setup error which resulted in the rental hazmat fee not matching the quoted price. On August 2, I contacted *** ****s directly to resolve the matter, and agreed to credit the rental hazmat fee back to the quoted price on
  her June and July rental invoices, and change the rate in our system to bill correctly moving forward. *** ***** agreed that doing so would effectively resolve her complaint.
  Thank you very much for the opportunity to share our side of the situation with you, and for your like-minded focus on ensuring quality customer experiences. Please contact us with any questions, concerns or next steps to resolve this matter.
  

  Sincerely,

  District Manager
  Airgas, an Air Liquide company

• Initial Complaint

  03/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We have been leasing an oxygen cylinder since May 2021. Suddenly, Airgas began charging a HazMAT fee, which was not in prior billings. This was NOT in our agreement. The rental has DOUBLED and they are also charging a HazMAT fee. The price of our lease has TRIPLED as a result. Trying to talk to someone falls on deaf ears. My listed rep on our account is not with the company any longer, and I am referred to sales to discuss this, but no one has contacted me since December 2022. There is no page 2 of the PDF bills, and their site does not detail the charge as their invoice states. Sneaky stuff, and not good business practice. 

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August 25, 2022 I reached out to ****** ***** and ******* **** at the local Airgas location in Orlando, FL. I communicated that I was looking for a quote for CO2 siphon tanks for a limited time Halloween event. I was advised to send an email with me exact needs and timelines to get an accurate quote. I did so, and later had separate phone calls with ****** ***** and ******* **** confirming a total price to rent 21 canisters for our limited time event. I received the canisters and everything was in working order. On the final day of our event on 10/31/22, I called them to advise of "ready for pickup" status. They did not come to pick up the canisters for several business days, but finally retrieved them. On 11/21/22 I received an overdue bill notification, and made payment on the phone in the amount of $1703. This final paid amount was similar to the amount quoted to me by ****** ***** over the phone, based on the email I sent to him on August 25, 2022. In December, Airgas reached out to me again with another past due notice, this time for a new charge of $600. I was advised that this was additional rental fees, that were previously never disclosed or explained to me. I have made several calls explaining my predicament to Airgas and protesting this additional charge, as it was a surprise charge made to me that falls outside of the quoted rate. I've spoken with three individuals at billing, and ****** *****, and no one seems to care. They simply say, "That's how it is". This may be how it is for their ongoing customers who use their product, but we called and emailed with specific dates and quantities and were given a specific final price. To tack on hundreds of dollars a month alters a deceptive consume practice.

• Initial Complaint

  02/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi there!I have a contract with Airgas which clearly states I would NOT be charged hazmat fees.I recently discovered that Airgas has been charging multiple hazmat fees monthly, 4 different hazmat fees a month. My contract states $5 delivery and no hazmat fees.Airgas has been stonewalling me to get this issue corrected and claims they sent out notices in the past which I never got. I would have NEVER agreed to pay a feee my contract clearly states I should not be paying.I wish for my contract with Airgas to end immediately. I will find a more reputable supplier.

  Business response

  02/23/2023

  I have received the attached complaint.  I have already spoken with the customer and we have worked everything out.

  Business response

  02/23/2023

  Airgas National Carbonation provided the customer with a notification of a change to their contract. The customer has disputed this. We have mutually decided to end our supplier/customer partnership effective on 2/22/2023.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have two bottles I purchased from Airgas years ago, between 2003 and 2006. I have exchanged them for a filled a number of times with no problem. I only use the gas when I have a contract requiring it and it's been a number of years and a move from Colorado to Oregon since I purchased the bottles. I believed I have even had them exchanged and filled here in Oregon. The collar of the bottles have different companies on them, but that was never mentioned as an issue in past exchanges. The bottles still have their Airgas stickers from the last time I exchanged. Now no Airgas location will fill the bottles or exchange unless I produce a 20 year old receipt for purchasing the bottles. I'm looking but not hopeful. This is a huge violation of trust! Airgas gave me these bottles and I took them in good faith and now Airgas won't fill or exchange them, but will happily charge me $100's of dollars for new bottles.

  Business response

  09/07/2022

  To whom it may concern,

  The Oregon South Airgas team located in Grants Pass, Oregon has connected with the customer and presented a solution to the cylinder issues which the customer has accepted.
  If you have any questions please feel free to call Mike M****** (Oregon South DM) on his cell number : ###-###-####
  
  Thanks
  
  Greg W**** / AVP Oregon

  Customer response

  09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It's not a perfect solution but it allows me to continue doing business with Airgas and move forward with my contract.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  11/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an on-line order on www.airgas.com using my account login on 11/05/2021. I received an Order Acknowledgement from Airgas, #********** dated 11/05/2021.Details of Order:Product (10 pound container of welding rods) - $125.20,Airgas Hazmat Charge - $ 20.31,Shipping & Handling - $ 12.95. Airgas shipped the product and provided an invoice (**********) dated 11/12/2021.Details of Invoice:Product (10 pound container of welding rods) - $154.70,Airgas Hazmat Charge - $ 23.46,Shipping & Handling - $ 14.95. Beside not honoring their price from their Order Acknowledgement to their Invoice over the 7 days, I am unsure what the Airgas Hazmat Charge covers considering this order was for a 10 pound container of welding rods. I e-mailed Airgas's WeCanHelp@airgas.com asking about the discrepancy but they have yet to respond.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Airgas had quoted a price and we were purchasing as a monthly customer. During the pandemic, they raised their priced by 2x-3x without our knowledge. We let everyone up the ladder know and asked for management/supervisors, but the requests have been ignored for months. They have been reporting us to *** while invoices remain in dispute. This is not a company doing kosher business and surprised to see all the similar complaints!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩