Business Profile

Propane

Ferrellgas

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Important information

Customer Complaint:
This business profile reflects national complaint activity

Complaints

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

Customer Complaints Summary

325 total complaints in the last 3 years.
109 complaints closed in the last 12 months.

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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:12/06/2023
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.
I paid the tank rental fee and requested a refill. I noticed that my home was filling up with propane fumes when the wind is still or coming from the east/southeast. I contacted the company to report the leak from the tank fittings. I was told to turn off the tank which I immediately did. That did not stop the fumes from filling my home. A technician was supposed to be out the same day but never showed up. When I finally tracked someone down after 3:30 pm, I was told the technician wasn't coming today and would be out first thing in the morning when the dirt roads were still frozen. I took a second unpaid day off from work to be there for the technician who again did not come and when I called to check the status, I was told again "first thing tomorrow morning". I have taken 2 days of unpaid time away from work and my home is still full of propane fumes. My propane refrigerator has defrosted, my food is spoiling, and I have no heat, hot water or way to cook. They advertise 24/7 for leaks and emergencies. They can come after dark if they want the road frozen. My house is still full of propane fumes and is causing my asthma to flare up and cause burning in my nose and throat. I have uploaded the last statement and will upload the text messages when I get them forwarded to my email. The company and the technician refuse to keep me informed of anything at all in order to harass and torture me further. Not a way to treat a widowed veteran with disabilities.
Business Response
Date: 12/07/2023
Response attached.
Customer Answer
Date: 12/07/2023

Complaint: ********

I am rejecting this response because: They had me miss 2 days of work to wait for them and never showed up or contacted me to let me know there was a problem. They owe me 2 days of pay.

Sincerely,

******* *******
Initial Complaint
Date:12/05/2023
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.
Customer number ********* - Ordered a propane refill on November 24 with a final promise-by delivery date of December 4.
After multiple contacts with the company, they have not delivered, and still do not show an actual promise date, and our family relies on their propane refills. Both the chat interaction (which I saved) and the online order site gave no indication that we would not receive our order, and as of December 4, there is no longer a delivery date on our online order page.

Today, this is the message we sent through the contact page: Hello,
We are a longtime customer of Ferrell customer *********. On November 24, I placed a refill order via chat, and the rep said delivery would be no later than December 4. December 4 came, and I got on chat and Destiny reassured me that the order was out for delivery. By 4:45 PM, there was no delivery. Stacey on Chat first said we would have no delivery and it would be another three days, and then she said she was mistaken and that the driver was on his way as we were his last delivery on December 4. She also said there was no way to contact anyone by phone before giving me a "customer service" line at five minutes until 5:00. By the time I was routed to an agent, the office was closed. Today, our order progression shows "scheduling on December 1" with a promise-by date of December 4 but no progress on delivery. In other words, you have our $500, and our tank levels are tanking. We have no promise about when our propane will arrive, and this puts our family in a very, very precarious position. We followed your rules - ordering propane when we were supposed to- and we prepaid for propane that you have failed to provide. We need a refill immediately. Please contact us right away. - ******* *** ***** ********
Business Response
Date: 12/06/2023
Response attached.
Customer Answer
Date: 12/06/2023

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 though not accurate as to some of the key details.

Sincerely,

******* ********
Initial Complaint
Date:12/01/2023
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.
I have been a customer of ******* Propane for more than 20 years. About two years ago ******* Propane was taken over by Ferrell Gas . Back in September 2023 I switched from propane to natural gas when the hook-up feed became reasonable. Sometime early September 2023 my propane tank was removed and 385 gallons of propane were returned and a credit of $ 874.50 came due to me. A copy of the credit invoice **** is attached herewith. About three months later I still have not received that credit and when I visit their local office they tell me that the manager needs to approve this credit, but is never there and doesn't give a damn (verbatim) .I talked today to a lady called ******* on Ferrell Gas phone # ************, but she didn't have a record of my account. and I got nowhere.
Business Response
Date: 12/08/2023
Response attached.
Customer Answer
Date: 12/08/2023

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.subject to Ferrell Gas fulfilling its promise within 7-10 working days.

Sincerely,

*** *******
Initial Complaint
Date:10/25/2023
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.
FerrellGas send me a letter saying that because we haven't paid any Past Due Amounts on time, to: FerrellGas for our Propane Service with them, that they are going to send us to Collections.
Business Response
Date: 10/31/2023
Response attached.The consumer complaint filed by *** ****** has been forwarded to the Ferrellgas Legal
Department for investigation and comment. I have talked to the relevant field personnel, and offer
the following response:
Ferrellgas strives to provide best-in-class customer service, and we regret that *** ****** did not
receive that level of service. It is my understanding that a Ferrellgas manager reached out via phone
and email to the customer to discuss his billing concerns but to date, she has not received a response.
Thank you for bringing this customer’s concerns to our attention. Please contact me with any
questions or further concerns.
Customer Answer
Date: 07/31/2024
On: Wednesday July 24, 2024, Ferrellgas, suspended my Propane Service, after being a Customer for: Eight Years with them, and it was suspended due to a Payment Problem that I have with them, and a Re-Connection Fee, owed to them, to turn my Service back on.
Business Response
Date: 07/31/2024
Response attached.
The consumer complaint filed by *** ****** has been forwarded to the Ferrellgas Legal
Department for investigation and comment. I have talked to the relevant field personnel, and offer
the following response:
On October 31, 2023, Ferrellgas responded to *** ******’s initial consumer complaint as follows:
Ferrellgas strives to provide best-in-class customer service, and we regret that *** ******
did not receive that level of service. It is my understanding that a Ferrellgas manager
reached out via phone and email to the customer to discuss his billing concerns but to date,
she has not received a response.
To my knowledge, *** ****** has never responded to the above calls or emails.
Thank you for bringing this customer’s concerns to our attention. Please contact me with any
questions or further concerns
Initial Complaint
Date:10/20/2023
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.
This is the second instance of prepaying for an order of propane and not receiving the amount of propane I paid for…. I prepaid, on October 5, 2023, for the purchase of 200 gallons of propane, the sum of $ 645.67 of which includes a $79.00 per year tank lease. But customers that use a larger volume of propane, this fee is waived. How interesting.
Today my order was delivered…. I received only 192.5 gallons….. making the cost of my propane $3.35 per gallon. I have called the company and expressed my concerns and just like last time, the extra amount that I paid would be added as a credit til I ordered propane next time…..fancy that, living and making interest on my money…..the BBB needs to investigate this company’s billing practices…..tank rentals, two tiered pricing for different customers…..and failing to deliver the product that was ordered. As I said this is the 2nd time this has happened to me.
Thanks for your assistance to this matter
Respectfully,
****** *******
Business Response
Date: 10/27/2023
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: *** *******’s concerns relate to the price per gallon of propane, a credit after delivery and rental fee. *** ******* commenced services with Ferrellgas in March 2021 at which time he would have received a Ferrellgas Welcome Packet that encloses our Customer Agreement for Propane Sales and Equipment Rental (“Agreement”). In regard to prices per gallon, the Agreement states: “We offer a daily price to our Customers based on their specific Customer information. These prices are set by us in our discretion and may vary due to a variety of factors, including without limitation: propane commodity prices and supply points, costs of transportation and storage, geographic location of the Customer in relation to our service units and supply points, volume usage, whether the Customer owns or leases the propane tank, and whether the Customer is Keep Full or Will Call.” *** ******* leases a 500-gallon propane container and his account reveals an annual rental fee of $65.00. *** ******* is a Will Call, Pay in Advance customer. This means that for us to know that he needs propane he must contact us and pay in advance for his order. In October 2023, *** ******* placed and paid in advance for 200 gallons of propane, stating that the gauge on the tank read 40%. Ferrellgas delivered 192.5 gallons which filled the tank to 80% (the maximum percentage we can safely fill). A reimbursement of $20.22 was provided to *** ******* in the form of a credit on his account for him to use on his next delivery. Reimbursement checks go through a lengthy approval process but if *** ******* would prefer to receive a reimbursement via a mailed check or credit card reimbursement (dependent upon the initial payment), Ferrellgas would be more than happy to do so. He should contact his local service center at ************ to make that arrangement. On October 25 and 26, 2023, a Ferrellgas Manager attempted to contact *** ******* to discuss the above but to date has not received a response. Ferrellgas strives to provide best-in-class customer service and we sincerely regret the frustration this has caused *** *******. Thank you for bringing his concerns to our attention and we hope the above leads to a satisfactory resolution.

Sincerely, ***** ****** Paralegal
Customer Answer
Date: 10/27/2023

Complaint: ********

I am rejecting this response because:
they did NOT fill my tank to 80%, I prepaid $645.67 my propane ticket was for $546.17. Add the $65.00 rental fee to propane charges is $611.17……my refund should be $34.50, not the $20.22 they claim.
Want the full $34.50 refund and applied to my debit card.
read there response…..and do the math…..

Sincerely,

****** *******
Business Response
Date: 10/31/2023
The response rejection filed by *** ******* has been forwarded to the Ferrellgas Legal
Department for investigation and comment. I have talked to the relevant field personnel, and
offer the following response:

For satisfaction, an additional credit of $14.28 has been initialized to *** *******’s credit card.

Ferrellgas strives to provide best-in-class customer service and we sincerely regret the frustration
this has caused *** *******. Thank you for bringing his concerns to our attention and we hope
the above leads to a satisfactory resolution.

Sincerely,

***** ******
Paralegal
Customer Answer
Date: 11/02/2023

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:10/06/2023
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.
I purchased this home in June of 2023. A few days prior to closing on the property, I contacted Ferrell Gas(************- i do not know where this is located) to discuss establishing an account. In talking with the representative, she (i'm not certain to whom i talked but my guess it's the same person I talked with today based on the interactiion: *******).

The person shared that I will need a full credit check. I was days away from closing on the home and did not want to do this. I inquired how to switch companies and stay with the co I have been with in this neighborhood but was told I have to wait until tank is below 20%.

This has been hanging over me for a few months and I don't want to be without propane so decided to just stay with Ferrell. I called this morning and talked to ******** (definitely who I talked to today). I told her I want to set up an account and do auto pay. She requested by ss#, driver's license, bd, mother's maiden name to do the credit check.

I shared that I was looking at their web page and it has notice that new customers receive 50 gallons free. She shared that there was already an account for me set up in June. (not true in my mind). She would NOT let me share my view. Kept talking over me and insisting I listen to her.

I reluctantly yielded and she shared "I would give it to you but you don't need propane today". I shared then credit it? She shared she cannot do that. I shared my frustration. SHE HUNG UP on me.

At this point, I'd certainly prefer to go to another company but wanted to share that the credit should have been applied and you would have had another customer. My credit is in the 800's, typically companies prefer this type of customer.
Business Response
Date: 10/09/2023
Response attached.
Customer Answer
Date: 10/09/2023

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:10/02/2023
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.
The type of account Cornerstone Equestrian Center has with this gas company is a “Pre-pay” for service type of account, meaning we do not carry a balance owed to this business. The last order we placed would approximately fill half the tank on the property. When we were later billed, the statement showed a balance due of $1300. Upon calling customer service, it was discovered that the delivery driver did not fill what was ordered, but filled the whole tank! As a small farm, this puts a burden upon us to now have to pay an unwanted balance before continuing business with this company to heat our residence. I asked to speak with a manager and was told that they would have to call me. I was never contacted. I have called back requesting contact more times, but have never been contacted back. At this moment, the resolution I am looking for is a full credit to our account acknowledging their mistake OR I would like the company to come and remove their tank so I can do business with a better rated company.
Business Response
Date: 10/10/2023
Response attached.
Initial Complaint
Date:08/23/2023
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.
I seeking to recover our overpayment/account balance from Ferrellgas. We have been Ferrellgas customers since 2019. During this time we selected to be on an average payment plan, which allowed us to pay a specific amount each month based on prior usage. Because we were new customers our monthly payment was higher when we first opened the account. This was due to several factors mostly being filling a new tank and using more propane when building our home. Over the years our credit balance accumulated to over $750. We closed out this account after selling our home on July 29, 2023. I have made six calls over the past 60 days to recover our credit from Ferrellgas. Each time I am told it’s being processed and waiting for approval. We closed the account in hood standing, not owing a balance and not having any late payments or fees due. I cannot seem to get them to release our funds no matter how many times I’ve asked it yo be escalated to management. Each call I make, I’m told that they will call me back and get this taken care of, no one from Ferrellgas ever returns the call. I would like BBB’s assistance in getting our refund and I would like to issue a formal complaint against the company for its practice of withholding funds due to customers.
Business Response
Date: 08/25/2023
Response attached.
Customer Answer
Date: 08/31/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because:
According to Ferrellgas's response to my complaint, "...any refund due to the customer should be received within a few business days." I am unclear as to what defines "a few business days" because as of mail delivery today, August 31, 2023, we have not yet received the refund, despite being five business days after Ferrellgas's response to the BBB. This ongoing delay in resolution is worrisome, especially since we've been grappling with this issue for the past EIGHT weeks. The responses provided by Ferrellgas from the seven customer service interactions and the involvement of the BBB, so far have not yielded any solutions. I am eager for a timely and effective resolution.

Regards,

******** *********
Business Response
Date: 09/13/2023
Response attached.
Customer Answer
Date: 09/14/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

******** *********
Initial Complaint
Date:06/08/2023
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.
On 24 April 2023, I order (and paid for) a propane delivery for my residence. At the time I made the order, I was informed that delivery would be made NLT 8 May 2023. After more than 6 weeks since my order, I still have not received delivery. I have made numerous calls to the Customer Service Department. In each instance, the Representatives were apologetic and assured me that they would follow up on my order. In my recent calls, I have specifically requested to speak with a Supervisor whom possesses ability to direct action to adequately complete my account order or provide me with an updated status for an expected delivery date. To date, I have not received any information from anyone from Ferrellgas, much less a Supervisor, regarding my propane order. I respectfully request the prompt delivery for my propane ordered (and paid for) on 24 April 2023.
Customer Answer
Date: 06/09/2023
Please note that the complaint that I filed with your website (** ********) has been successfully RESOLVED.

I have received delivery of my propane order with Ferrellgas today (8 June 2023).

Thank you for your assistance in this matter.
Initial Complaint
Date:05/23/2023
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 03/29/2023, we accidentally over paid Ferrellgas by almost $22,000 due to a computer issue.
On 04/06/2023, we caught the problem when the check cleared the bank, and we promptly called to request a refund of the over payment. Refund was requested, and the account was zeroed out, and we were told the check would be mailed in two weeks.
04/17/2023 called again because check did not arrive
04/26/2023 called again NO CHECK
05/01/2023 called spoke with area manager still NO CHECK
05/03/2023 called spoke with area manager again NO CHECK or Information
05/08/2023 called spoke with area manager again told check would be cut today or tomorrow
05/16/2023 called AGAIN because check still not mailed, and I was told Collections Manager needs to approve, and that there are server issues
05/22/2023 called area manager and corporate AR dept. left message with both - still NO CHECK & NO ANSWER
05/23/2023 called area manager and corporate AR dept. left message with both - NO CHECK & NO ANSWER

I have documented every call, and time, and I am trying to get information on when the refund will be processed and the check returned. We have been long standing Ferrellgas customers, and always pay on time. This is getting very frustrating!
Business Response
Date: 05/25/2023
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. ******* is not listed as a contact on the account and due to customer privacy, we cannot
publicly provide a detailed account of the event(s) she describes in her complaint. That being said,
Ferrellgas takes customer privacy and protection seriously and in regard to refunds, a tiered
approval process is utilized at all times. This process can take a couple of weeks to complete.
Furthermore, during the period Ms. ******* outlines in her complaint, a system maintenance check
was in effect which unfortunately delayed some processes. It is my understanding that as of
today’s date, this matter has been addressed and any refund due to the customer should be
received within a few business days.
It is my further understanding that there was some confusion with several Ferrellgas
representatives on the refund process. We understand and sincerely regret the frustration that
this has caused. A copy of *** ********* complaint has been forwarded to the relevant field
personnel for any necessary additional training.
Thank you for bringing *** ********* concerns to our attention. Please contact me with any
questions or further concerns. Thank you.
Customer Answer
Date: 05/25/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. However I would like to note that I am actually listed on *** ****** accounts as the person who handles all billing, and Ferrellgas has had zero problems discussing this with me for the last two months. Regards,

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

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Ferrellgas is NOT a BBB Accredited Business.