Complaints

This profile includes complaints for Ferrellgas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ferrellgas

  1775 NE Chouteau Trfwy Kansas City, MO 64120

• 

  Ferrellgas

  1202 E Patrick St Frederick, MD 21701-3171

• 

  Ferrell Gas

  3601 Francis Scott Key Hwy Taneytown, MD 21787-1505

• 

  Ferrellgas

  655 Ellicott St Batavia, NY 14020

• 

  Ferrellgas

  983 Perry Hwy. Harmony, PA 16037

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After purchasing my home in May of 2023 I had an existing installed Ferrell gas propane tank on lease so with switching utilities I tried to get the service switch to my name and have the tank filled with propane. After calling their local office I was able to speak with someone and she told me they were having troubles with their Computing system so she didn't know when the tank fill would be but she'd get it in the works. I waited 2 weeks nothing had happened I called again same answers still having trouble with their systems I told them if they can't get something figured out then I will have to switch services because I needed services for at least hot water while I did renovations. Two more weeks went by still nothing. I called again same answer system still down don't know when they'll be operational again at that point I said I can't use your services anymore you're going to need to remove your tank and I will find someone else. The representative got agitated at me but it's just business. I sourced another company had my own customer owned tank installed and operational. at that point I don't remember when they came to pick up the old tank but there was no notice no receipt of services or gallons of propane recovered or any markers other than it was cut off and gone. I thought fine businesses concluded moved on however after that I received a bill for over $1,000 for a refill service for a tank that does not exist and I continue to get bills for said service that was never rendered. So I would like my tank back if it's still mine or I need the bills to go away.

  Business Response

  Date: 05/21/2025

  Please see the attached response.The consumer complaint filed by ******* ******* has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have completed my investigation, talked to the relevant field personnel, and offer the following response:
  The balance on ******* *******’s account was from a charge that was added to the account in 2023. The balance has since been removed, and there is nothing owing to Ferrellgas from ******* ******* at this time.
  Thank you for bringing ******* *******’s concerns to our attention. Ferrellgas strives to provide best-in-class customer service, and we sincerely regret that ******* ******* has not received that level of service. We hope that the above resolves the customer’s complaint. However, please do not hesitate to contact me with any further questions or concerns.

  Customer Answer

  Date: 05/21/2025

  
  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 so long as no detrimental credit reports arise.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction is 2/26/25. Ferrellgas has overcharged me for equipment tank rental to amount of $264.43. I called them to complain and they reduced the charge to $159.94 which I feel is still outrageous and told them so but got no further reduction. The previous year they charged me $159.93 and I called to complain and got reduction to $53.31 which historically has been the rental charge. The charges going back have been as follows: 2/27/24 - $159,93 amended to $53.31 2/28/23 - $55.46 2/27/22 - $55.46 2/28/21 - $55.46 3/1/20 - $55.46 2/26/19 - $42.66 2/25/18 - $38.40 2/26/17 - $38.49 I consider this lopsided increase to be out of bounds and taking advantage of a customer who cannot easily change suppliers when they have full tanks of propane. There is no reasoning for an approximately 200% increase in rental charges. I have attached bills going back to 2022.

  Business Response

  Date: 05/06/2025

  Please see the attached response.The consumer complaint filed by **** **** has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have completed my investigation and talked to the relevant field personnel. A review of Mr. *****s consumer account reveals that he leases two 120-gallon propane containers that are connected to a manifold system. The account is set up as Will Call, which means that the customer must contact Ferrellgas before a delivery order is placed.
  Ferrellgas’ Customer Agreement for Propane Sales & Equipment Rental (the “Agreement”) states that if a customer leases a tank from Ferrellgas, the customer agrees to purchase from Ferrellgas a volume of Propane at least equal to two times the water capacity of the tank every 12 months. If the customer fails to purchase the Minimum Volume Requirement, the Agreement provides Ferrellgas with the option to cease delivery to the customer, adjust the daily price of propane, charge a low usage fee, and/or increase the tank rent to reflect the low usage. A copy of the Agreement can be found on Ferrellgas’ website.
  Mr. **** purchased 143.5 gallons of propane from Ferrellgas on September 16, 2021. His next delivery occurred on January 18, 2025 when 114.6 gallons of propane were delivered. Since Mr. **** is not purchasing the minimum volume requirement every 12 months, Ferrellgas has elected to utilize the option to increase the yearly rental charge. If Mr. **** wishes to no longer pay the yearly rental fee, he can contact Ferrellgas and request that the propane containers be picked up. Payment for the rental charge was made on April 23, 2025. As such, Ferrellgas considers this matter resolved.

  Customer Answer

  Date: 05/07/2025

   
  ********** ********
  
  I am rejecting this response because:

  It does not address the crux of my complaint.  It is just corporate legal mish mash that I have heard before. Why have they made an egregious 400% increase in rental fees suddenly when I have been paying $55 for years. Also when this Customer Agreement has been in place for years. This is an arbitrary action taking advantage of a customer.

  
  
  ********** **** ****

  Business Response

  Date: 05/15/2025

  Please see the attached response.The consumer rejection filed by **** **** has been forwarded to the Ferrellgas Legal Department. The yearly rental fee charged to customers who lease our equipment can fluctuate. One of the factors that is utilized when determining the fee is the customer’s anticipated propane usage. The Agreement sets out a minimum volume requirement that customer who lease equipment agree to purchase while utilizing our equipment. When a customer does not meet that minimum volume requirement, Ferrellgas can elect to choose one of the options outlined in the Agreement. In this instance, the option to increase the yearly rental charge was elected, which allows Mr. **** to continue utilizing Ferrellgas’ equipment for his propane needs. Though we understand Mr. ****’s frustrations, the actions taken in this instance have been in accordance with the terms of the Agreement.
  Thank you for bringing **** ****’s concerns to our attention. We hope that the above resolves the customer’s complaint. However, please do not hesitate to contact me with any further questions or concerns.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ferrellgas @ ************ gauges below 30% mark 3/27/25 @ 28%. Happened in Dec., now again when emailed company asking about next delivery? Dec. 23, 2024 talked to ****** saw I needed propane delivery said "if she requested one, it would kick me out of auto fill system." Received email from ***** ***** aware Dec. 26 then 23%. "Said order pending, however it is not scheduled yet; dispatcher was aware." I can understand winter months, but now its Spring. They let my 2 100 lb. tanks reach 21% just shy of dangerous level of 20 in Dec. 2024. Read online "committed to superior customer service", not true. Things have changed dramatically with company past few years. Neighbor drove by location Johnstown, NY saw 4-5 trucks sitting in lot; no drivers. I received email saying "they try to do the best they can; winter was tough, do try to deliver when you are at/about 30%; winter missed our mark. Our goal to not run you out of propane." March another email from ** ***** "order getting reading, to be routed in our system; should see us within next 7 business days." No Sat. or Sun. deliveries. Tank average down to 24%. Monitoring Wed. 3/17 @ 28, Thurs @ 27, Fri 26%, Mon and Tues. 4/1 today both @ 24%. Contacted customer service if they would give detail which day Tues to Thurs of this week they would deliver? No response at all; not by phone or email. Someone from Customer Service sent email 4/1 @ 12:28 PM, "thank you for requesting a propane delivery. Because you are an Auto Fill customer, you receive deliveries on an automated schedule. To ensure your propane is delivered when needed, please let us know how much propane is left in your tank as soon as possible by calling your local office @ ************ or live chat. They already know. Don't they look at my account online for themselves? Disabled senior. 71; they don't care; arthritis and asthma health condition. Cold trailer from 3 PM on. Asking BBB help. Thank you.

  Business Response

  Date: 04/09/2025

  Please see the attached response.The consumer complaint filed by ********* ****** has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have completed my investigation and offer the following response:
  A review of *** ******** consumer account reveals that she leases two 124-gallon propane containers that are connected to a manifold system. The account is also set up as Auto Fill, which is Ferrellgas’ convenient delivery service where Ferrellgas estimates the customer’s propane usage based on our advanced computer system, and a delivery is automatically scheduled when our system indicates that a refill is needed.
  *** ******** concerns relate to receiving propane deliveries through the Auto Fill delivery service. When a delivery occurs, the driver notes the starting percentage of the tank before filling the tank with propane. The starting percentage for *** ******** most recent deliveries were 60% on November 6, 2024, 25% on December 28, 2024, 30% on February 7, 2025, and 15% on April 7, 2025. These percentages show that *** ******** tanks have been receiving deliveries when they still have an adequate supply of propane.
  Ferrellgas’ Customer Agreement for Propane Sales & Equipment Rental (the “Agreement”) states that Ferrellgas will deliver propane to customers who utilize Auto Fill on our schedule when we believe that delivery is appropriate. Ferrellgas will make reasonable commercial efforts to keep the propane supply of the customer’s tank adequate but makes no representations that we will inspect the customer’s propane supply on a specific schedule. Ferrellgas also has the right under the Agreement to determine when to fill a customer’s tank.
  The Agreement does reference that Wi

  Business Response

  Date: 04/17/2025

  Please see the attached response.While we understand *** ******** concerns, it is not feasible for Ferrellgas to meet *** ******** expectations regarding guaranteeing a propane delivery before the tanks reach 20%. Ferrellgas is under no obligation to do so, and the tanks have enough propane at 20% to sustain usage for a reasonable period of time while waiting for a delivery to occur. *** ******** recent deliveries have noted that even during the busiest time of year for deliveries, her tanks were receiving deliveries when they will still 15% to 30% full. We understand ***** ******* frustration but believe that we have adequately addressed the concerns fully and appropriately.

  Customer Answer

  Date: 04/22/2025

  I understand Ferrellgas most latest and recent response. Time will tell whether or not they continue to do this again. I hope they don't. Their mentioning of 15% (in their words) shows way too low for anyone to sit and wait, wonder, why? Unbecoming of a company. They have delivered many times when tanks are at 30% and above, never below. Why they let just me (in my neighborhood) get that low and other neighbors, their own customers, I have asked, received their delivery was at 30%. They don't treat all customers the same. Ferrellgas is not consistent. But to do this to a customer not once but twice in a short amount of months? Flabbergasted, disgusted, unbelievable from a company who tries to emphasis they are one of the best in this area? Their actions are not acceptable and to say "under no obligation to do so? They will not guarantee delivery before tanks reach 20%"? Then why do they tell those "will call" customers something different and printed on their website? They'll keep on doing this until they get caught? Too late. A "keep fill" customer means just that and they know, never them to run my propane amount to 15% under any circumstances, within reason. At least I can resort back to BBB with Complaint ID # and allow the BBB to refer back if they ever do this again. I hope that this will show any and all at Ferrellgas they need to make improvements, hire more drivers, get delivery requests faster through their dispatcher and out to the customer. Their actions speak louder than words. As for their mention of a ***** *****? Who is she? I never brought her name forward and no written proof on my end in all the records I will be keeping. They also should buy enough propane to fill all customer's tanks. I have said all I am going to say. Close this complaint.
  

• Initial Complaint

  Date:04/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am on an auto fill program with Ferrelgas. When my tank is below 30 percent they are suppose to automatically schedule a fill. They did not do this. My tank ran empty. I called to request the fill be expedited as it runs all major appliances including our main heat source. This occurred on Monday March 31. At that time they stated they could not get out until the next day. They guaranteed a next day delivery so I agreed. Towards the end of the next day, April 1, there had still be no delivery. I called back and they again stated they would not be out and I would have to continue to wait. There is a snow storm headed toward my area. This is my main source of heat and this is day 3 of no propane. The company did not honor their auto fill program resulting in my family going without heat, a stove, or hot water.

  Business Response

  Date: 04/09/2025

  Please see the attached response.A review of Ms.s consumer account reveals that she leases a 250-gallon propane container. On January 9, 2025, Ms. Hogue requested that the delivery option on her account be switched from W*** **** ** **** ***l, which is Ferrellgas’ convenient delivery service where Ferrellgas estimates the customer’s propane usage based on our advanced computer system, and a delivery is automatically scheduled when our system indicates that a refill is needed.

• Initial Complaint

  Date:03/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service was cancelled on 2/20/25. As of 3/28/25 the tank is still not been picked up after repeatedly being told I would be contacted to set a date. I have called every week and now today (3/28/25) was told they “don’t pick up in winter” … it’s 70 degrees today. The tank is blocking access in our driveway to our storage barn and needs moved as promised.

  Business Response

  Date: 04/09/2025

  Please see the attached response.The consumer complaint filed by ****** ****** has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have completed my investigation, talked to the relevant field personnel, and offer the following response:
  Ms. ******’s concerns relate to the pick-up of the propane container on her property. The tank was picked up on April 1, 2025

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We transitioned to this propane provider. Propane is the sole source of heat for our home and also heats our hot water. Ferrell Gas "set" a new tank at our residence on 10/15/2024 and came back on 10/21/2024 to fill the tank, with our account being noted for automatic delivery going forward. On 12/23/2024 we ran out of propane due. We contacted Ferrell Gas who advised that this was due to their error - that someone in their office forgot to "check a box" indicating automatic delivery, but did see that automatic delivery was specifically notated on our account. They came to fill our tank that day and assured us no further issues would arise. On or about January 23rd, 2025 we contacted Ferrell gas to advise that our fuel tank was down to 10%. They stated they were set to deliver to us on January 31st, 2025. They advised us that the 10% would get us through until then and that no one could come out sooner. We followed up on January 29th to advise we were at 5%. They said we are just going to have to wait until the 31st as no trucks would be in our area until then. On January 30th, 2025, a Ferrell Gas delivery truck delivered to my neighbor across the street. They did not deliver to us. We immediately called Farrell Gas who told us they could not defer from their pre-planned routes and that they would now not deliver until February 3rd. Our tank was at 2%. On January 31st I called Ferrell gas to terminate service. Another company agreed to deliver a tank that day and fill it that same day. I advised Ferrell gas to remove THEIR propane tank from my property immediately. We have contacted Ferrell Gas at least 5 times since then, requesting the tank be removed from our property, to no avail. We keep being advised that they are backlogged and will get to us when they can, but no later than February 20th, 2025. The tank STILL remains on our property. We want it gone. There is no snow on the ground and nothing impeding their access to the tank.

  Business Response

  Date: 04/04/2025

  ****** *** *** ******** ************** ** **** ********* ********** ****** ******** ****** ******** ******* ******** * ********** ********
  To whom it may concern:
  The consumer complaint filed by ******* ******** has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have completed my investigation, talked to the relevant field personnel, and offer the following response:
  The Warholics’ concerns relate to the pick-up of the propane container on their property. There was an attempt made to pick up the tank on March 27, 2025, but the road that needed to be accessed in order to get the tank was closed off. The work order remains open, and another pickup attempt will occur.
  Thank you for bringing ******* ********** concerns to our attention. We hope that the above resolves the customer’s complaint. However, please do not hesitate to contact me with any further questions or concerns.
  Sincerely,
  **** ********* *********

  Customer Answer

  Date: 04/04/2025

  * ********** ********
  I am rejecting this response because:  The road was never inaccessible, nor was the road "blocked off" the week of March 27th, nor this past week.   While the road was blocked to "through traffic" on the week of March 17th, residents,  fuel delivery trucks, mail trucks, garbage trucks and school buses were all able to access the road.  If it is not picked up by April 11th, we will deem the tank as abandoned, have it removed and disposed of and seek to recoupe the costs thereof.
  
  Sincerely,
  ******* ********

  Business Response

  Date: 04/15/2025

  Please see the attached response.The consumer rejection filed by Jessica Warholic has been forwarded to the Ferrellgas Legal Department for investigation and comment.
  The tank was picked up on April 8, 2025.
  Thank you for bringing ******* ********** concerns to our attention. We hope that the above resolves the customer’s complaint. However, please do not hesitate to contact me with any further questions or concerns.

  Customer Answer

  Date: 04/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *********  I confirm the matter has been resolved and the tank picked up.

  I do hope that Ferrell Gas will work to do better in the future for their remaining customers, especially given the plethora of similar BBB Complaints lodged against them.
  It should not have taken 10 weeks to pick up the tank, nor should the underlying situation have occurred.

  ********** ******* ********

• Initial Complaint

  Date:03/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 2025, I had signed up for a gas utility at my townhouse. I moved into my home in August 2024, was not aware my home needed gas for heat until November 2024 (it was advertised as electric only). Maintenance had brought it to my attention that my home was heated by propane gas. The Gas company claimed they came to my home from November through February and read my meter (which they did not) and I never received any mailing notices from them. I received a letter in February to set up an account or have my gas shut off. After I set up an account, I receive a billing noticed from them until this past March, after I officially signed up for an account in February 2025. To my surprise to bill was over $1600 and the meters last official reading was in June 2024 (which I was not living there at the time). I followed up with billing and they referred me to the manager and they assured me the billing was correct and that they would provide me the statements to show that they were correct. Their lack of professionalism and lack of transparency makes it hard to believe them moving forward. I tried to resolve this issue with them internally but I'm left with no choice at this point.

  Business Response

  Date: 04/04/2025

  Please see the attached response.The consumer rejection filed by **** ***** has been forwarded to the Ferrellgas Legal Department for investigation and comment.
  We have provided supporting information and documentation to Mr* ***** to show his propane usage. The charges on Mr* *****’s account are accurate as to the amount of propane used. Mr* ***** contacted Ferrellgas on April 1, 2025, and an arrangement has been made to pay off the balance.
  Thank you for bringing **** *****’s concerns to our attention, and I hope the above resolves any questions or concerns.

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my concern regarding a failure in Ferelgas auto-refill service, which resulted in my home running out of propane. My account has been set up for auto-refill, and I relied on their system to ensure that my tank would be filled as needed. However, I recently experienced a complete propane outage, which led to an emergency technician visit to determine why my heat was not working. To my surprise, the technician discovered that my tank was empty. This is particularly alarming because, according to their website, my tank was supposedly at 77% capacity. This discrepancy between the reported levels and the actual propane supply caused unnecessary inconvenience, stress, and additional service costs of $405.

  Customer Answer

  Date: 03/12/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  Your system was not properly set up for auto delivery, and as a result, you failed to deliver propane as promised. This is the second time in three years we’ve had this issue with your company. Due to your repeated failures, I have switched to a different provider.
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/20/2025

  March 20, 2025
  
  Complaint Specialist
  Better Business Bureau
  
  Subject: ***** ******— Complaint# ********
  
  To whom it may concern:
  
  The rejection filed by ***** ****** has been forwarded to the Ferrellgas Legal Department
  for investigation and comment. We understand *** ******** frustration but believe that
  we have adequately addressed her concerns fully and appropriately. *** ****** did not
  give Ferrellgas an opportunity to investigate the issue, and Ferrellgas is not responsible
  for the costs incurred by *** ******.
  
  Thank you for bringing ***** ******’s concerns to our attention, and I hope the above
  resolves any questions or concerns.
  
  Thank you,
  **** *********
  Paralegal
  

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested a propane gas delivery on Feb. 6th 2025. On Thursday Feb. 20th I received a voicemail stating that the delivery would be made within the next three business days. On Tuesday morning Feb 25th my wife called for an update on the delivery. She was told by the representative that she (the representative) would have to get up with a manager and would call her back. After receiving no call my wife called again that evening and was told the same thing. After still not receiving a return call, I called myself this morning and was told the same thing once again. Propane is the primary source of heat for my home and family of five including three children .

  Customer Answer

  Date: 02/28/2025

  The issue has been resolved. The delivery was made the same day that I made the company aware that I would be contacting the BBB

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My grandmother is a 75 year old widow. She uses Ferrellgas for propane to heat her home, heat her hot water heater and for her stove. The tank is leased with Ferrellgas and the meter was stuck showing 20% of the tank being full. On February 8th she realized her tank was actually empty, so she called the company and told them what happened and asked for propane to be delivered. She has been without heat to her home, hot water and a stove for two weeks. We've called and asked about paying extra for an emergency visit of some sort, asked for managerial communication of any kind...and we've got nothing at all.

  Business Response

  Date: 02/24/2025

  Please see the attached response.Subject: ******* ****** - Complaint # ********
  To Whom It May Concern:
  The consumer complaint filed by ******* ****** has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have completed my investigation and offer the following response:
  ******* ****** is not listed as a Ferrellgas customer or as a contact on a Ferrellgas customer account. Therefore, we cannot address these concern(s) at this time unless further information is provided in relation to a Ferrellgas customer account that ******* ****** is associated with.
  Thank you.
  Sincerely,
  **** *********
  Paralegal