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

  1202 E Patrick St Frederick, MD 21701-3171

• 

  Ferrellgas

  655 Ellicott St Batavia, NY 14020

• 

  Ferrellgass, L.P.

  PO Box 260 Johnstown, NY 12095

• 

  Ferrellgas

  457 South Washington st Carthage, NY 13619

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:01/18/2024

  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 placed an order over a week ago and they told me that they would deliver the propane by Friday the 12 th of January and they still haven’t brought it. They also told me that if I’d pay an extra 100.00 they could deliver in 2 days, my complaint is if they can deliver in 2 days why can’t they deliver now?

  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 she commenced services with Ferrellgas
  in May 2023, leases a 325-gallon propane container, chose our Will Call delivery service and Pay
  In Advance payment terms.
  *** ********’s concern relates to a propane delivery timeframe and an Emergency fee/service
  offered to her.
  A review of this customer’s account indicates that a propane order was placed on January 5, 2024.
  At that time, it was indicated that the tank had 0% propane. *** ******** is a Will Call customer.
  Our Customer Agreement for Propane Sales and Equipment Rental (“Customer Agreement”)
  states that Will Call customers should order propane when their tank reads 30% so that we have
  ample time to get to them, especially during the cold winter months when demand peaks and
  hazardous weather conditions can cause delays. Ferrellgas drivers are working diligently, 7 days a
  week, to serve our customers’ winter propane needs. The customer’s area experienced an
  unexpected, very brief and unprecedented driver shortage that resulted in some delays. *** ******** received her propane delivery on January 18, 2024.
  *** ******** additionally mentions that she was offered a two-day delivery for a fee. All
  deliveries are routed in the order they are placed. When an emergency delivery is requested, we
  have to pull our driver off of his or her route to complete the emergency delivery. Consequently,
  other customer orders are pushed back a day or more. Therefore, our Customer Agreement,
  states: “We will deliver Propane according to a schedule that we establish. If you request us to
  deliver Propane to you at other times or on an emergency basis, we may, at our option, impose
  additional delivery charges (as set forth on the Current Charges List).”
  Ferrellgas strives to provide best-in-class service and we sincerely apologize for the frustration
  the customer experienced. We want *** ******** to know that our teams are working hard to
  accommodate each customer and have forwarded his complaint to the relevant field personnel
  to address with additional training if deemed necessary

• Initial Complaint

  Date:01/17/2024

  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.

  Placed order money was taken out my account 01/04/24 was told my order would be delivered on or before 01/11/24. Has not showed up I called 01/12/24 they said truck was coming 01/14/24. Got home looked it still has not arrived called they said work order was marked completed. Driver ran out of hours and closed work order out did not deliver the gas. They said supervisor emailed management about the situation about trying to get gas out. Never got a call back called them morning of 01/16/24 they said truck was coming today. Have not seen truck today messaged them on live chat they told me planner called the truck off. I asked why and she gave me a number of things it could have been. I called the business and opted for call back, when he called me he put me on hold for a while trying to find out why the planner called it off cause it didn’t say planner called it off. He emailed the supervisor in my area said it could take 10 minutes or the rest of the day. I want an explanation of why I have been put on the back burner even before this bad weather. It has been 2 weeks and now I’m currently in between 5-10% as of 01/16/24 and do not know a delivery date.

  Business Response

  Date: 01/23/2024

  Response attached.

  Customer Answer

  Date: 01/23/2024

   
  
  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:01/16/2024

  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 called Ferrell Gas on 1/11/24 telling them our propane tank was low and that we needed them to do the minimum fill. We paid them $572 dollars and were told that delivery would be anywhere from 1/11/24 to 1/25/24. On Saturday 1/13/24 we ran out of propane. We rely on it to heat our home and use our stove and oven. When we called Ferrell Gas we were told that they didn't do emergency deliveries in our area even though their website states that they do. Then they stated that our payment didn't process. My husband stayed on the line the second time until we recieved email confirmation that the payment processed. We are experiencing single digit temperatures in our area with wind chills in the negatives. Monday night our waterline froze due to not being able to adequately heat our home. When we called Ferrell Gas again were were once again told that they would not make any exceptions to fill our tank nor would they allow a different company to fill it for us. This leaves us with no heat or an oven for an unforseen amount of time in single digit temperatures. I'm requesting that Ferrell Gas either schedules an emergency delivery to our address or allows a different company to fill it for us. It isn't our fault that they cannot meet the needs of their customers and we are essentially being held hostage by them in this situation.

  Business Response

  Date: 01/17/2024

  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 she commenced services with
  Ferrellgas in July 2022; leases a 500-gallon propane container; chose our “Will Call”
  delivery service and Pay In Advance payment terms.
  *** ******’s concerns to relate to a delivery delay.
  *** ******’s propane order was placed on January 10, 2024. At that time, it was relayed
  to our Customer Service Specialist that her tank gauge read 11% remaining.
  *** ****** is a Will-Call customer. This means that in order for us to know that she needs
  propane,  has to call us. Per our Customer Agreement for Propane Sales and
  Equipment Rental (“Customer Agreement”), in which *** ****** is a party to, we
  recommend that a Will-Call customer contact Ferrellgas no less than 7 business days
  before they will need a delivery or when their tank is at 30%. All deliveries are routed in
  the order they are placed. Additionally, 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.
  Ferrellgas delivered Mr. Yancey’s propane order on January 16, 2024 (4 business days
  after she placed her order).
  Thank you for bringing *** ******’s concerns to our attention. I hope the above resolves
  any remaining questions or concerns. Of course, please do not hesitate to contact me. 

  Customer Answer

  Date: 01/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Our original call was placed 6 days before we received our propane. I am also rejecting this response because the possible timeline we were given was outrageous. Our order was filled AFTER I made a complaint with the BBB which leads me to believe that if I hadn't complained that I would've been waiting longer for my order. Also, knowing we were completely empty, having no emergency response teams, not allowing us to utilize a different propane company due to it being an emergency considering the temps were in the low single digits, and still giving us a time line of up to the 29th is bad business. Our pipes froze while waiting for our delivery. Thank goodness we were able to fix the frozen pipes, buy space heaters and find alternate ways to make our food. Thank goodness that we aren't elderly or sick, or people with small children in the home because FERRELL GAS would have let them freeze! If you can't service the customers you have in a timely manner, you should stop accepting new customers. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 01/22/2024

  Response attached.

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service 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 a customer of ferrell gas and they are the only option for propane where i live so i feel like they think they can do whatever they want to or not do to customers. I signed up and it took almost a month after paying over $500 for tank set and when they did deliver they don't fill it, they come back later to do that so more waiting. I have been charged for a tank fill before the tank was even set up!! I had no tank but was charged for gallons of propane. I've since been charged at least $800 for propane and i live in a small fifth wheel camper by myself and use space heaters!!!! I feel we are being gouged badly and no I've emailed and emailed about the charges and no one responds but you'll get a response immediately if you put in an order for propane and don't pay for it upfront which is hard to know how much you'll need by the time they get there to fill it. I paid upfront over a week ago and they said they will be out sometime before Jan 23rd and today is the 11th and I'm on 30% left due to their website app not showing payments made, one time it shows my orders in there and other times it don't. No one ever calls you back ever. Yes -14 below this weekend and i paid and they won't be here until up to the 23rd!!!! Ridiculous.

  Business Response

  Date: 01/18/2024

  Response attached.

• Initial Complaint

  Date:01/12/2024

  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.

  Had a refill of my LP gas on my (new) home. (ferrellgas 2/22/23). A month later (3/28/23) I went out to check the monthly usage on the tank to be able to gauge my usage to see how I was doing .
  I've never had LP gas before, so this is is new to me. Realizing it went from 80% to 60% (97.5% Goodman efficient new furnace) in a month, and Fearing I had a leak ....called ferrellgas to check.
  They charged me $328 to tell me that I don't have a leak, on a gauge that has been stuck for over a year. ( Had to know that after original fill), (Same gauge setting in March 2023, until Jan. 7th 2024..
  And I never found THAT out until I went to check it when it was out of gas, Almost a year later. Called Ferrellgas because the tank is leased and any equipment on the tank is leased and they said there's nothing they can do about it. It's common. They said they we're going to send a tech out to replace the bad gauge from a year ago to tell me it's out of gas ....and needs a refill.
  Pretty sure I know that.
  Since it's 51 degrees in my home currently, I am unable to get a refill (per Ferrel) until Feb. 19th.
  It's supposed to be down in the teens next week (1/16/2024) 40165....
  and here I am waiting on a refill that I called in on the 7th, to be filled on the 19th that was diagnosed over the phone . Kinda silly.
  I'm cold. My house is cold because of leased equipment with bad gauges .... And I'm trying to work O.T. because it's warmer at work.
  Never again.

  Business Response

  Date: 01/12/2024

  Response attached.

• Initial Complaint

  Date:01/12/2024

  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.

  We have been trying to receive a propane gas delivery since the middle of December. It is now almost the middle of January and we have still not received our gas. We have placed 4 orders at this point, all of which get canceled without explanation on the Ferrellgas side of things and without notification to us.
  
  Ferrellgas has our entry gate code to access our property and propane tank and have previously delivered our leased tank and gas on two separate occasions in the past, so we know that they are capable of delivery. We have DAILY truck deliveries that work the front gate fine, so we know there is no issue with our gate or the code for entry. I have talked to multiple representatives who have attempted to "get in touch with the driver side of things" to figure out what the problem is to no avail. Even the new orders that the representatives place get canceled without explanation. We need gas and when Ferrellgas sold us a tank lease, they promised to provide and are not doing so. We even told them if they had trouble with the gate or encountered any issues they could hop the fence and come to our door and we would open the gate- or to call on their way out for us to meet them at the gate. We've done everything in our power to be accommodating, but we don't feel that Ferrellgas is putting in any effective effort to solve the problem. We need to get this issue resolved and are hoping the BBB will help us do it.

  Business Response

  Date: 01/12/2024

  Response attached.

• Initial Complaint

  Date:12/26/2023

  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.

  Ferrell Gas has failed to deliver liquid propane for home heating within the contracted period, set by the company.

  Business Response

  Date: 12/29/2023

  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 January 2020, owns a 500-gallon propane container, chose our Will Call delivery service and Net 30 payment terms.

   

  *** ********* concern relates to an untimely propane delivery.

   

  A review of this customer’s account indicates that a propane order was placed on December 11, 2023. Ferrellgas’ drivers are working diligently 7 days a week to serve our customers’ winter propane needs. The customer’s area experienced an unexpected, very brief driver shortage that resulted in some delays. *** ******* received his propane delivery on December 27, 2023.

  Ferrellgas strives to provide best-in-class service and we sincerely apologize for the frustration the customer experienced. We want *** ******* to know that our teams are working hard to accommodate each customer and have forwarded his complaint to the relevant field personnel to address with additional training if deemed necessary.

   

  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:12/26/2023

  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.

  On December 15th, I was supposed to have gas delivered. Ferrell gas replaced a valve on my tank, and didn't fill the tank at all. My gas completely ran out. I called again after a few days of having no heat and no hot water, and was told they didn't fill anything. I was put on the schedule with a two day expedition service that cost an additional fee. I call multiple times on the delivery day and asked if they intended to uphold the delivery guaranteed. The phone attendants all said they would deliver, and they would call in advance so that I could get my pilot lights relit throughout the house. In the last hour of the business day on December 22, the delivery was made. I took off work for the delivery and lost a day of wages. No one called in advance. No one knocked on the door. They filled the tank and left. I had to call in on the emergency line to have someone come back for an additional $200 due to the delivery man's neglect, in addition to the expedition fee due to them not filling the tank the first time. This is completely unprofessional. I want the expedition fees and emergency fees removed for issues that were not my fault.

  Business Response

  Date: 01/08/2024

  Response attached.

• Initial Complaint

  Date:12/21/2023

  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.

  This is a formal complaint. I ordered propane from ferrel gas on Thursday December 14th. I was told the delivery with a pressure test/tank inspection would cost 780 dollars total. I was told the delivery would be sometime between the next day, and the following Thursday. My gas was delivered on Monday December 18th. The technician filled the tank to 393 gallons, then was supposed to perform the pressure test but was unable to because he did not have the proper tools to do so. I was told by the technician he would come back either later that day, or the following day. He did not come back the same day, and by 11am the following day we had not heard anything from this company. I called the milford office to see what the status of this technician was, or when he would potentially be coming back. I was told that he would be there in the next few days which was completely unreasonable as I had already been told it would be the day prior or day that I called. I finally get told they would contact the technician and call me back. I waited 2 hours without a call back. I called again, a different woman answers. This woman contacts the first woman and tells me she doesn't have a straight answer and would call me back. I had to verify they would actually call me back because the first woman never did. I finally get a call back and was told they would send the technician out "in the AM hours of tomorrow". Today we were supposed to have this technician here this morning. I called at 10:40 to see if there was an ETA on his arrival. I was told they were still trying to contact the technician and could not give me a straight answer. I was called back again but still did not have a straight answer. At this point I have 4 children under the age of 7 in a 3000sqft home with no heat but in their bedrooms with space heaters. My range is also propane and I was not able to make meals this entire time. I get another call from a technician at 12:18pm saying "someone had called this morning but did not get an answer to verify if there was someone home" I DO NOT appreciate getting lied to. I have call logs and had no missed calls from ANYONE this morning. I have been diligently waiting by the phone for 3 days straight trying to figure this out. The technician finally arrived at 1:30pm to complete this pressure test. THE TECHNICIAN CHARGED ME FOR THIS SERVICE SEPARATELY. I was charged 180 more dollars for something that was your fault!!! I was given the runaround, no straight answers, LIED TO, and treated like a problem when I was trying to provide heat for my family and small children. I have 7 people living in my home and was expecting a smooth delivery experience but I got the complete opposite.

  Business Response

  Date: 12/26/2023

  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 and timeline of events that our records reveal:
  On December 18, 2023, Ferrellgas completed a delivery to *** *****’s customer-owned tank. The
  tank was empty prior to delivery and a leak meter test would have to be completed after filling the
  tank but prior to being able to use the propane. Two days after delivery, a Ferrellgas technician
  arrived and completed the test.
  Our records reveal that there was some confusion in our relaying the amount that would be due
  resulting from the delivery plus leak meter. Therefore, for customer satisfaction, the labor fee from
  the leak meter test has been waived.
  Ferrellgas strives to provide best-in-class customer service, and we sincerely regret that *** *****
  did not receive that level of service. Her complaint has been forwarded to the relevant field
  personnel for additional training if deemed necessary.
  Thank you for bringing this customer’s concerns to our attention. Please contact me with any
  questions or further concerns. 

• Initial Complaint

  Date:12/07/2023

  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.

  In June 2023 our propane tank was dislodged by a tornado. We contacted Ferrellgas for repairs. On 07DEC 2023 we ran out of propane due to the company not refilling the tank because the tank had not been repaired. We are without heat or hot water and getting a run around from customer service. We have placed multiple calls and gotten several responses: - the tank wasn’t never filled in the interim months because it was never leveled
  - the earliest a crew could come out was next week
  - the tank was never leveled because it required customer approval [no one contacted us]
  - possibly the tank could be partially filled tomorrow, but required supervisor approval because the tank wasn’t level
  We are waiting for call back from supervisor as to when they will fix the tank and if they will authorize filling the tank before it is fixed. Call rep said there is a $200 fee for unscheduled fill up.

  Business Response

  Date: 12/08/2023

  Response attached.