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

  1 Liberty Plz Liberty, MO 64068-2970

• 

  Ferrellgas, L.P.

  1115 3rd Ave Intl Falls, MN 56649-2955

• 

  Ferrellgas

  1202 E Patrick St Frederick, MD 21701-3171

• 

  Ferrellgas

  655 Ellicott St Batavia, NY 14020

• 

  Ferrellgas

  1026 Mercer Road Franklin, PA 16323

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:02/05/2024

  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.

  I had been a customer for 30 years and when I stopped needing Ferrell gas service they refused to give me my credit money from my account. The amount due me is a little over 3.000.00 dollars. Please help , thank you very much

  Business Response

  Date: 02/05/2024

  Response attached.

  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:
  *** ****** concerns relate to a reimbursement.
  A review of this customer’s account indicates all funds that Ferrellgas received were paid
  by a state Energy Assistance program. Therefore, any credit(s) on her account would be
  returned to the payor – the Energy Assistance program, not to the customer. In July 2023,
  Ferrellgas sent a letter to *** **** explaining the above.
  Thank you for bringing *** ****** concerns to our attention. I hope the above resolves
  any remaining questions or concerns.
  Thank you,
  Katie Graham
  Paralegal

  Customer Answer

  Date: 02/06/2024

  The funds in My account have been provided by a variety of sources. The point is it was MY ACCOUNT .  if they can not refund a DISABLED DYING woman her funds, this is truly a sad state of affairs!! if we can not come to a resolution, then I will be forced to go to the newspapers.

  Business Response

  Date: 02/08/2024

  Response attached.

• Initial Complaint

  Date:01/29/2024

  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.

  1/11/24 contacted Ferrell Gas regarding a gas leak. They responded by coming over and shutting off the gas and leaving me without heat for 4 days. I contacted them 32 times and they didn't respond during those 4 days. I contacted another gas company who repaired the leak and found that the Ferrell Gas employee did not tighten the fill cap and that gas was leaking out since 1/11/24. I had to miss two days of work while this was occurring. To date, I have not paid their bill of 1/11/24 for $338.33.

  Business Response

  Date: 01/30/2024

  Response attached.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 customer’s concerns relate to a leak service and repair.It is my understanding that Mr. ******’s service area experienced short delays in service timeframes due to the weather. Ferrellgas strives to provide best in class customer service and sincerely regrets that the
  customer did not receive such a level of service. His complaint has been forwarded to the relevant field personnel and all service-related charges will be waived. A Ferrellgas District Manager will contact Mr. ****** directly to discuss further. resolves any remaining questions or concerns. Of course, please do not hesitate to contact me.
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 01/31/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/25/2024

  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.

  We purchased a stand alone generator so we had to have propane. Ferrellgas from Forsyth installed the tank for us. The first service cost us 254.72 for setting the tank and they measured from the driveway to make sure we could get propane delivered. They also put 25 gallons of propane. Then the second service was to hook the tank to the generator. The service men from Ferrell had to plumb it right and the cost for that service was 681.54. We had service from ********** ****** ***** * *** to turn the generator on so withe the 25 gallons in the tank the generator is now working. I DO NOT HAVE ISSUE WITH THE COST OF THE ABOVE. Our problem is we cannot get Ferrellgas to tell us when we can get a delivery. I called on January 11 and was told from the phone representative that the tank was still red tagged. I explained the generator showed it was working. She said I should hear from service within 24 hours, i did not. On January 15 I called back and the phone rep from Ferrell told me I could have the red flag removed and propane delivered the same time. She said I should hear from Ferrelgas within 24 to 48 hours. I did not. I called again on January 19th. I was told I would hear from the manager at Ferrelgas or the representative i was talking to by the end of the day. I did not. I called again yesterday (January 23rd and was told she would send a message to the manager of Ferrellgas ASAP. I have heard nothing as of 11:06 on the 24th. So my problem is we need propane and all I hear is" service will call you." I also have tried to contact them on their website on "Contact Us. Twice I have sent a message by that means and it reads I will hear within 2 business days. Ii have heard nothing. Also there is a way to order propane on their website. When I click that button, it shows error. You can see I have been rather patient but his is not right. There is no reason why service cannot return a call and tell me when propane can be delivered. I sure hope you can help. Thank You

  Business Response

  Date: 01/29/2024

  Response attached.

  Customer Answer

  Date: 01/30/2024

  Dear BBB,

  I received a message from you last Thursday the 18th that my complaint had been forwarded to Ferrellgas. That evening by email I got a message that my order had been received by Ferellgas. The very next morning Ferrellgas delivered the propane. So all has been taken care of.

  Again, my complaint was only because several times I was told several times I would receive a call from service, and never did. I had a red tag on my tank and that had to be taken care of before I could get propane. A call from service would have answered my question.

  Other than that, the 2 men that set the tank and put the plumbing, etc. were all very nice men. the delivery driver was also very friendly.

  Thank You,

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

   

• Initial Complaint

  Date:01/24/2024

  Type:Delivery 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.

  I placed an order on December 18, 2023 for a propane delivery. I paid the total amount of $291.16 and it was deducted from my bank account. I was told the delivery would be made on December 26, 2023. That date then got changed to December 29, 2023, then to January 5, 2024, then to January 8, 2024, then to January 10, 2024, then again to January 15, 2024, and yet again to January 23, 2024. Today is January 24, 2024 and still no delivery and no explanation of why. We paid and they refuse to give us a refund nor the product that we paid for.

  Customer Answer

  Date: 01/29/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  ****** ******

• Initial Complaint

  Date:01/23/2024

  Type:Billing 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.

  On January 11th 2024 we bought $962.66 worth of propane from Ferrell Gas. Delivery date that was emailed stated no later than the 19th. No one showed up on the 19th with no explanation. After three days without heat in our home due to no propane that was supposed to be here on the 19th, we still have no explanation, out $962.66, no one is answering the phones, I tried reaching out view social media, I sat on hold on the automated voice thing for 56 minutes before someone hung up the line. Since Friday the 19th we’ve received one email stating the date got change on the 22nd and that they’d be there the 22nd. No one showed up, this is when I tried to call with no answer and we are still without heat. Our house sits at 28 degrees. I’ve had to shovel money out to pay for space heaters, blankets, a plumber to come out as all of our pipes are frozen with no running water now due to no heat. Mind you we took extra precautions with heat tape but with no heat the pipes can not stay warm. Our electric bill is going to be triple running space heaters and paying for propane that still has not shown up and no one will tell us anything. We are freezing with no running water and no money now. I sit here watching my dogs shiver on a heated blanket because we have no other option than to sit here and wait as no other propane company will fill up there tank or remove it but we can’t even get ahold of Ferrell to get the tank removed so we can be assisted by another company. Going on 4 days with no heat.

  Business Response

  Date: 01/24/2024

  Response attached.Legal Department for investigation and comment. I have completed my investigation,
  talked to the relevant field personnel, and offer the following response:
  A review of Ms. ************* consumer account reveals she commenced services with
  Ferrellgas in May 2023; leases a 500-gallon propane container; chose our “Will Call”
  delivery service and Pay In Advance payment terms.
  Ms. ************* concern relates to a delivery delay.
  Ms. *********** placed her propane order on January 11, 2024. All propane orders are
  routed in the order they are received.
  As you are likely aware, Ms. ************* area recently experienced severe winter/ice
  storms that wreaked havoc on road conditions and extreme, low temperatures that
  caused many of our trucks to either not start or break down. This led to a backlog in
  deliveries. We highly recommend that all Will Call customers keep a close eye on their
  tank gauge during or prior to extreme winter weather and take caution to report to us if
  their tank usage is increasing significantly while waiting on a delivery. It is my
  understanding that the customer attempted to contact Ferrellgas multiple times to report
  the above. Her complaint has been sent to the relevant field personnel for further training
  if deemed necessary.
  Ferrellgas delivered Ms. ************* propane order on January 23, 2024, eight (8)
  business days after she placed her order.
  Ferrellgas strives to provide best in class customer service and we sincerely regret the
  frustration the customer has experienced. In an effort of good faith, we have discounted
  their most recent delivery and waived all service fees as well as placed 50-gallons free on
  the account. 

  Customer Answer

  Date: 01/27/2024

   
  
  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 as we will be looking else where for our propane needs after we finish off this tank of gas. 
  
  **********
  
  ****** ***********

• Initial Complaint

  Date:01/19/2024

  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 ordered a full tank of propane gas on 12/22/23 and prepaid $237.83. I was guaranteed a delivery date before 1/4/24. On 1/4/24, I has still not received the gas and was down to 10%. I called and they said it would come the next day, 1/5/24 and it never came. I called again on 1/6/24 and it came that night. They charged me $150.00 because they said I got a "next day" order. This was not a next day order. If it was, I would have received it on 12/23/23. Because I called to see when the gas was that I had paid for 2 weeks prior, I was charged $150. I am requesting a refund.

  Business Response

  Date: 01/19/2024

  Response attached.

• Initial Complaint

  Date:01/19/2024

  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 ordered propane when my tank was between 35 and 40%, as suggested by Ferrell gas, on January 11th. I paid for it, and was given a delivery by date on January 18th. Is hasn't been delivered, and this is the 3rd delivery in a row its taken longer than promised. It also happened in October, no bad weather, no calls, just repeated excuses why it isn't delivered. This time, it has been extremely cold, and I still don't have an answer for my delivery. The cold triggers my asthma, which I told them, and still nothing but excuses. We had no issues until Febuary 2022. Since then, excuses and delayed deliveries. I had to buy heaters to keep warm, and still can't keep most of the house warm. Excuses don't matter to me. I want the delivery on or before the promised delivery date.

  Business Response

  Date: 01/27/2024

  Response attached.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:
  A review of *** *****’s consumer account reveals she commenced services with
  Ferrellgas in January 2019; owns a 500-gallon propane container; chose our “Will Call”
  delivery service and Pay In Advance payment terms.
  *** ******* concerns to relate to delivery delays.
  *** ***** placed her propane order on January 11, 2024. At that time, it was relayed to
  our Customer Service Specialist that her tank gauge read 7% remaining.
  *** ***** is a Will-Call customer. This means that in order for us to know that she needs
  propane, she has to call us. Our Customer Agreement for Propane Sales and Equipment
  Rental (“Customer Agreement”) in which *** ***** is a party to states that we
  recommend a Will-Call customer contact Ferrellgas no less than when their tank reaches
  30% remaining propane. All deliveries are routed in the order they are placed and it is
  imperative for all customers to closely monitor their propane levels during extreme
  winter weather as the low temperatures can result in higher usage rates and delivery
  delays due to hazardous roads.
  It is my understanding that *** *****’s delivery was routed for the first stop on January
  26, 2024 but the customer cancelled.
  In addition to the above-mentioned delivery concern. *** ***** states in her complaint
  that Ferrellgas is late to deliver every time. We disagree with this statement and have
  provided a history of the customer’s deliveries below. If a Will Call customer places their
  propane order when their tank reaches 30%, Ferrellgas strives to deliver within seven (7)
  business days, barring any weather-caused delays.

  Business Response

  Date: 01/29/2024

  Response attached.

  Customer Answer

  Date: 01/29/2024

  Ferrellgas is lying repeatedly about what happened. I was not told I would be the first delivery on the 26th. The woman told me on the 25th that I was on the route for the 25th, and no one ever said anything about the 26th. I called at 9:22am on the 25th, and I believe it's a recorded line, so please get the call because it proves what I'm telling you. I sent you screenshots of the chats, but I can forward emails too that verify what I'm telling you. IF they had told me I was the first delivery on the 26th, I still would've canceled because that would've been the 6th date I was given on this delivery. I've attached screenshots of the order process, to prove I have to put in tank percentage when I order. The tank percentage entered when I ordered was 40%. 

• Initial Complaint

  Date:01/19/2024

  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.

  I placed an order with Ferrellgas on Jan 8th, 2024. It was supposed to be delivered by Jan 15th, 2024. That date has come and gone. I call them up and they keep giving me the run around. I called tonight and they said they would deliver but then got called back and said they would not deliver to me tonight and she continued to say she didn't know when it would be delivered. I reminded the lady I have a contract from the summer that requires them to fill my tank. I paid $59.99 dollars for this contract. It is going to be in the teens this weekend and I am afraid of running out. Once the heat goes then the pipes will freeze incurring an additional expense. I need help.

  Business Response

  Date: 01/22/2024

  Response attached.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:
  A review of *** ******’s consumer account reveals he commenced services with Ferrellgas in
  August 2016, owns a 500-gallon propane container, chose our Will Call delivery service and Net
  30 payment terms.
  *** ******** concern relates to the timeframe of a propane delivery.
  A review of this customer’s account indicates that a propane order was placed on January 8, 2024.
  At that time, the customer indicated that his tank gauge read 30%. All deliveries are routed in the
  order they are received. This area experienced a winter storm that backlogged much of the Service
  Center’s deliveries. Our system indicates that upon delivery, *** ******’s tank gauge read 20%
  remaining. We understand the frustration the customer feels, and we fully regret the delay he
  experienced with his delivery. Ferrellgas must make prudent judgment calls regarding the risks
  involved in sending our personnel out on the road when weather conditions are less than
  favorable. Our Customer Agreement for Propane Safety and Equipment Rental states the following
  in regard to this subject: “We may refuse to provide service if we believe we cannot safely make
  delivery due to conditions on or approaching your property, including unsafe road conditions…”
  Ferrellgas’ drivers are working diligently 7 days a week to serve our customers’ winter propane
  needs.
  Additionally, *** ****** mentions a contract requiring Ferrellgas to deliver. He participates in
  our Platinum Plus program. In short, for an annual fee, customers can lock-in their rate to help
  keep prices manageable throughout the year. This is not a delivery contract.
  Thank you for bringing *** ******’s concerns to our attention. We acknowledge that he owns
  his propane container and could go anywhere for his propane needs. We value his past patronage
  and look forward to serving him in the future.
  Thank you,
  ***** ******
  Paralegal

• Initial Complaint

  Date:01/18/2024

  Type:Billing 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 use Ferrrel Gas for propane. We were running low last week so I called on Friday. They had me leave number to be called back. No one called. I called Saturday and was told no emergency service in our area. Called Monday was told 3 weeks for propane. Called Tuesday as we ran out. Was told to pay $150 and they would deliver next day. So paid the $150. No propane today. They say 3 weeks. We have no heat in middle of winter. I was also told they would not refund $150 until the deliver propabe.

  Business Response

  Date: 01/18/2024

  Response attached.

  Customer Answer

  Date: 01/22/2024

  1
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:01/18/2024

  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 paid Ferrellgas $550.67 on January 9, 2024 for 200 gallons of propane. At that time I had 25 to 28% gas left in my propane tank. This is just below the advised level to order propane, 30%. It is now January 17, 2024 and I still have not gotten my propane. My propane tank is below 5% now. I have repeatedly called to find out what is taking so long to get my propane tank filled and I get no answers, apologies, or explanations. It is now running in the single digits to below zero temps for the foreseeable future. I need my propane tank filled before I run out of propane and my pipes burst! I also do not think they should bill me for low percentage of propane in my tank because I called in plenty of time for them to come out and fill the tank before it got to 10 percent or below. I need service from them NOW !

  Business Response

  Date: 01/18/2024

  Response attached.