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

• 

  Ferrell Gas

  PO Box 247 Ovid, NY 14521

• 

  Ferrellgass, L.P.

  PO Box 260 Johnstown, NY 12095

• 

  Ferrellgass, L.P.

  5859 State Rt 31 Verona, NY 13478

• 

  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:05/15/2023

  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.

  On May3 2023 I called Ferrellgas and ordered a propane tank fill, I was told that it would be delivered within 7 to 10 days she told me that they will deliver any day stating in May. 4 2023 I wait. For a week but they didn't show up I keep calling and calling but they do not give any strait answer one person told me that they will deliver in one or two days, it's been almost two weeks and IM still out of gas My last call was today May 15 2023 now the person that I talk to says that she doesn't know when they are going to deliver the gas IM a senior and IM out of gas for almost two weeks can you please do something about it they are very irresponsible and have a very bad customer service too because they don't give any strait answers.

  Business Response

  Date: 05/22/2023

  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 *** ******’s consumer account reveals he commenced services with Ferrellgas in
  December 2012; owns a 172-gallon propane container; chose Will Call delivery services and Pay
  In Advance payment terms.
  *** ******** concern relates to a delivery delay.
  Upon placing his order for propane, the customer indicated he had 5% propane remaining. ***
  ****** is a Will Call customer. This means that in order for us to know that he needs propane, he
  has to call us. Per our Customer Agreement for Propane Sales and Equipment Rental, we
  recommend that a Will Call customer contact Ferrellgas when their tank is at 30%. On May 18,
  2023, Ferrellgas completed the propane to delivery to *** ******.
  Ferrellgas strives to provide best in class customer service and we sincerely regret that *** ******
  did not receive such a level of service. His complaint has been forwarded to the relevant field
  personnel for any necessary additional training.
  Thank you for bringing the customer’s concerns to our attention. We understand that *** ******
  owns his propane tank and could go anywhere for deliveries and service, we appreciate his
  patronage. Please contact me with any further questions or concerns. Thank you

  Customer Answer

  Date: 05/22/2023

  [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:05/14/2023

  Type:Customer Service 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 terminated my tank lease agreement with Ferrelgas on 3/29 and asked them to pickup their tank. I have also sent a follow up email after the first month, and they responded stating there was a ticket. They STILL have not picked the tank up. It's in my yard and in the way. All I want them to do is pickup their own tank immediately,

  Business Response

  Date: 05/17/2023

  The consumer complaint filed by ***** ***** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment.
  *** ******s concern relates to a tank pick up delay.
  Ferrellgas strives to provide best in class customer service and we sincerely regret that *** *****
  did not receive such a level of service. The leased equipment is scheduled to be picked up from
  *** ******s residence on or before May 19, 2023. The customer’s complaint has been forwarded
  to the relevant field personnel.
  Thank you for bringing *** ******s concern to my attention. Please contact me with any
  questions or further concerns

  Customer Answer

  Date: 05/18/2023

  [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:05/09/2023

  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 a propane tank rental that I use for my small pool attached spa (heated on occasion only). I rarely have to get my tank refilled, maybe once a year at most.
  
  On March 7th, spa heater stopped heating. I checked the tank and noticed it was reporting 43% full (see attached imaged). I assumed my ignited on the spa heater was bad, so I order a replacement. I received the replacement and found some time to install it on April 11th - same result. I then checked the tank and it was showing 0% full.
  
  On April 13th I called Ferrellgas to let them know about the issue. I talked to the phone rep and told them it either leaked out or the gauge was wrong. They said since I suspect there could be a leak they must send an emergency dispatch team. I told them it was NOT an emergency and that there's no gas in the tank. They told me I had no choice.
  
  They dispatched someone but I was at the local hospital with my significant other and could not make it back home for their visit. I was not told the result of the visit so I had to call. Eveidentally the tank was empty and there was no leak. The next week I got a bill for almost $700 dollars.
  
  I called FerrellGas to ask to talk to manager and was told one would call me back. That did not happen. I called again later that week, asking for a call back. A mamanger did call me back and told me he'd look into why it was $700. I never heard back. I callled AGAIN, and was told a manager would call me back. I have yet to receive a call back.
  
  I don't mind paying a reasonable amount for the tech to come out, even though I don't think I should have to as it was likely a faulty gauge. I am NOT paying $700 for an emergency service I did not want due to a faulty gauge on a rented tank.
  
  I'm also very annoyed how diffuclt this entire process has been.

  Business Response

  Date: 05/18/2023

  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:
  A review of *** ******’s consumer account reveals he commenced services with
  Ferrellgas in July 2017 and leases a 120-gallon propane container.
  *** ****** is concerned about billing on his account.
  On April 12, 2023, *** ****** reported a potential leak. Ferrellgas arrived that same day
  and completed a leak test. No leaks were detected. It is my understanding that the service
  technician inadvertently entered a fee on the account that was not applicable to the
  situation. A removal of that fee has been initiated as of today’s date. Additionally, a
  removal of our standard Emergency fee for the leak test and the labor fee has also been
  initialized for customer satisfaction.
  Thank you for bringing the customer’s concerns to our attention. Ferrellgas strives to
  provide best-in-class customer service and we regret that *** ****** did not feel he
  received that level of service. His complaint has been forwarded to the relevant field
  personnel for further attention and training if deemed necessary.
  Please contact me with any further questions or concerns. Thank you.

  Customer Answer

  Date: 05/18/2023

  [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 beyond satisfactory to me.   I appreciate the business response and would also like to mention that the first level phone agents are always very nice.  

  
  Regards,
  
  **** ******

• Initial Complaint

  Date:04/28/2023

  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 requested Ferrellgas to install remote monitoring service for my home propane tank. As part of the service, I am supposed to be able to use an app to monitor levels of propane in the tank. I have downloaded the app but before the app will let me access my account/system information it requires me to enter an “activation code” which the app says might have been mailed or emailed to me. I have not received the code via mail or email. I have contacted the company repeatedly over the past month seeking assistance only to be told someone will contact me to provide the code or necessary assistance. No one has. I am charged $60 annually for this monitoring service. I have received an additional invoice for the final cost of installing the remote monitor which is higher than what I was quoted. But, in addition to the discrepancy in price, I have not even received the service for which I am being charged because I have not received the ability to monitor the system via the app as promised. As stated by Ferrellgas, “Our Digital Tank Monitoring system is an optional addition that includes all the benefits of our Auto Fill program; plus the visibility to monitor your exact tank level anywhere, anytime from your smart device.” Ferrellgas needs to provide me with whatever activation information is necessary to provide the service it has promised and needs to address and correct the amount charged for installation.

  Business Response

  Date: 05/04/2023

  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:
  A review of *** *****’s consumer account reveals he commenced services with Ferrellgas in
  December 2022 and leases a 250-gallon propane container.
  *** *****’s concerns relate to the Smart Monitor that we offer our Auto Fill customers and billing.
  The smart monitor allows for the customer to be enrolled in our Auto Fill program that provides
  Ferrellgas with the current tank percentage, which allows to automatically schedule a delivery
  when the tank gauge reaches between 30% and 40% capacity. The customer has the ability to
  download an app which is an added feature for the customer to view their current tank
  percentage from a mobile device.
  Our records reveal that on January 11, 2023, email communication between a Ferrellgas
  representative and *** ***** regarding pricing of the monitor installation took place. That
  communication included the installation fee for the monitor for the monitor and applicable fees
  and taxes.
  On April 28, 2023, a Ferrellgas representative attempted to call *** ***** to determine if he got
  the activation link to work properly, but there was no answer. On May 1 and May 4 additional
  follow up calls were attempted by Ferrellgas representatives but were also unsuccessful.
  Ferrellgas strives to provide best in class customer service and we regret that *** ***** did not
  feel he received such level of service. His complaint has been forwarded to the relevant field
  personnel.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.

  Customer Answer

  Date: 05/05/2023

  [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: Starting at the beginning of April,  I attempted multiple times to contact Ferrellgas—by telephone and on-line— to get the information I needed to be able to access monitoring of my tank via my phone.  I did not receive that information until after I filed my complaint at the end of April.  It is greatly frustrating and aggravating that it took an entire month and filing a complaint to get the information needed.  Also, the company’s response to BBB is not accurate based on my experience and records.  To my knowledge—contrary to the response the company filed with BBB to my complaint—I did not receive any phone calls from the company, and certainly received no voice mail messages from company representatives if calls were placed, until AFTER I filed my complaint at the end of April.  The company also misquoted the amount I would be charged.  That still is disputed.  
  
  Regards,
  
  ******* *****

  Business Response

  Date: 05/10/2023

  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:
  A review of *** *****’s consumer account reveals he commenced services with Ferrellgas in
  December 2022 and leases a 250-gallon propane container.
  *** *****’s concerns relate to the Smart Monitor that we offer our Auto Fill customers and billing.
  Ferrellgas stands by our previous statements regarding unsuccessful attempts to contact ***
  *****. That being said, if he would like the monitor removed and a full credit for the charges of
  such, he should contact Ferrellgas at ************ no later than May 19, 2023.
  Ferrellgas strives to provide best in class customer service and we regret that *** ***** did not
  feel he received such level of service. His complaint has been forwarded to the relevant field
  personnel for any necessary further training.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.

• Initial Complaint

  Date:04/21/2023

  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 12/25/22 I received a bill from Ferrellgas for $159.00 for 2023 propane tank rental. The tank was on the property when I moved here March 2006. I was told by Ferrellgas that my tank rent would be $38.16 (including taxes) per year. This is what I have been billed for and paid for the last 16 years. Now they decide to charge me four hundred percent more! Inflation hasn't went up that much! Ferrellgas will respond saying something about charging two times the water in the tank, and low usage fee that is written in the "master agreement." I have never been told of this new charge and never agreed to pay it. Also I just found out that they are going to charge me to Pickup there own tank and a "pump out" fee. I was never told about any of these hidden charges and I certainly didn't agree to pay them.
  I just want Ferrellgas to come get there tank and not charge me for anything. No tank pick up fee, no rent for this year, no pump out fee, or any other fee that I havet herd of yet. I should have been told of these fee's from the beginning, not 16 years later.

  Business Response

  Date: 04/24/2023

  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:
  *** ******** leased a 325-gallon propane container with will call delivery service and Net30
  payment terms.
  His concerns relate to the most recent rental fee and the pickup of his propane container.
  With regard to his concerns, the Ferrellgas Customer Agreement for Propane Sales and Equipment
  Rental (“Customer Agreement”), a copy of which is sent to all Ferrellgas customers upon
  commencing services with Ferrellgas and may be found on our website, states the following
  regarding our minimum purchase requirements:
  “If you lease your Tank from us, you agree to purchase from us a volume of
  Propane at least equal to two times the water capacity of your tank each 12-
  month period following your first delivery of propane (the “Minimum Volume
  Requirement”), unless you have reached a different arrangement with us. If you
  fail to purchase your Minimum Volume Requirement, we may, at our option,
  either terminate this Agreement and cease delivery of propane to you, adjust the
  daily price of the Propane we deliver to you, or charge you a Low Usage Fee,
  and/or increase your Tank Rent to reflect your low usage”.
  Our Customer Agreement also states the following:
  “Service may be terminated under this Agreement without cause by either you or
  us delivering written notice ten (10) days prior to termination … If service is
  terminated, in addition to any other remedy we may have, we may adjust or
  disconnect the equipment to stop withdrawal of Propane from any Tank, pick up
  any Rented Equipment and repossess and dispose of any Propane left in the Tank.
  You will be charged a “Tank Pick Up Charge” and other applicable charges as set
  forth on the Current Charges List as in effect at the time of termination. You may
  be entitled to a credit or refund for any Propane which remains in the Tank,
  subject to tank pump out and pick-up charges and other charges specified in the
  Current Charges List. In the event that we determine, in our sole discretion in
  accordance with our internal policies, to provide a refund for Propane remaining
  in the Tank, the refund will be applicable only to Propane that we resell and the
  refund shall be based on the lower of the price at which you purchased the Propane
  or our current daily price for the Propane at the time that we take possession of
  the Propane.”
  And with regard to tank rental:
  “Rental payments will not be credited, refunded, or prorated if service terminates
  before the lease term expires.”
  *** ********’s last propane order was in June, 2015.
  As a gesture of good faith, Ferrellgas offers *** ******** his choice of one (1) of the
  following options:
  1. Ferrellgas will pick up the leased equipment, waive the rental fee and waive the
  pump out ($100) and pick up ($89.99 + tax) fees. Any propane remaining in the
  tank will not be credited.
  2. Ferrellgas will pick up the leased equipment, waive the rental fee, waive the
  pump out fee ($100), charge the pick-up fee ($89.99 + tax) and will reimburse
  *** ******** for any remaining propane (based on the lower of the price at
  which he purchased the Propane from Ferrellgas, per our Customer
  Agreement).
  *** ******** must contact his local service center at ************ on or before May
  8, 2023 to advise which of the above options he prefers. If we receive no contact on or
  before May 8, 2023, we will resume pick up and *** ******** will be charged all
  applicable fees.
  Thank you for bringing the customer’s concerns to our attention. We thank *** ******** for his
  patronage and wish him well in the future.

• Initial Complaint

  Date:04/15/2023

  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 have contacted Ferrell Gas 4 to 5 times now to come remove their tank off of our property. We have switched to natural gas and have canceled our account with this company 6 - 7 months ago. They will not come get their tank. We need it removed to do work on our property. Each time I am told there is a ticket placed. 6 - 7 months is a lengthy time to basically store their equipment. At what point do we the property owner get to start charging a storage fee? I have also sent 2 online request to contact me forms and have received no response. Please remove your equipment ASAP. The tank is completely accessible to get. The tank is not in gate it is right next to the driveway there is no reason on our part that this has not been removed.

  Business Response

  Date: 04/20/2023

  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:
  A review of *** *******’s consumer account reveals she terminated services with Ferrellgas in
  November 2022.
  *** ********* concerns relate to a request to pick up the 500-gallon propane tank.
  In November 2022, *** ******* called in to request the pick-up of the 500-gallon propane tank. On
  April 18, 2023, we were able to pick up the propane tank from *** *******’s property.
  Ferrellgas strives to provide best in class customer service and we regret the delay *** *******
  experienced. Ferrellgas is committed to meeting all our customers’ needs and our teams work
  very hard to accommodate each request, particularly during the winter months when demand
  rises significantly. We appreciate *** *******’s patronage and wish her well.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.
  

• Initial Complaint

  Date:04/04/2023

  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.

  On March 7th I placed and prepaid for a propane delivery. On March 12 we ran out of propane and I made a call to Ferrellgas to find the status of my delivery. I was routed to an operator that asked the question "do you smell gas" I indicated yes, but I believed it was from running out of propane. She said that she would pass the info on to operations. Shortly after i received a call from a number in Onaway, MI for a technician that seemed confused and I explained the situation and he indicated he needed to call me back. Shortly after my wife received a call from the same confused technician. Following this I received a call from a Minneapolis Minnesota number and spoke with another technician. He asked if I needed someone sent out, and I said no I was just out of propane. His response was "Good I won't send someone then so you don't get charged the leak response fee. You are on the schedule for tomorrow to get your delivery." NO ONE Ever responded to the "Leak".
  
  the next day The Delivery arrives in the afternoon, fills the tank, and asks if we need anything else. My wife indicated NO. She watched the driver from the time he arrived until the time he left. There was no leak test performed, and no checks on the property at all. Now I am stuck with $325 worth of fees that I did not receive ($200 for an emergency call the resulted in 2 phone calls from a confused technician and 1 call from a tech in minnesota 14 hours from my home, no response whatsoever, and $125 service labor charge for nothing....No leak response, no leak testing, no rush delivery, absolutely nothing).
  
  I'm now being told that I have to pay the fees (after 3 attempts to call and being promised return calls). Fees for services that I didn't receive.
  
  I have been a customer for 15 years!!!! and have always stayed due to my loyalty, even though I can get my propane cheaper, but probably not anymore. I'm not asking for free service, I'm simply asking to not pay for something I did not receive.

  Business Response

  Date: 04/13/2023

  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:
  A review of *** ******** consumer account reveals he commenced services with Ferrellgas in
  October 2006; leases a 500-gallon propane container; chose Will Call delivery service and Pay In
  Advance payment terms.
  *** ******** concern is related to a recent delivery order, leak test and fees.
  On March 7, 2023, Mr. ****** placed a propane order online. On March12, 2023, the customer
  Ferrellgas to report that his tank was out of gas. Mr. ****** is a Will Call customer. This means
  that in order for us to know that he needs propane, he has to call us. Per our Customer Agreement
  for Propane Sales and Equipment Rental (“Agreement”), we recommend that Will Call customers
  contact Ferrellgas when their tank reaches 30% remaining or at least seven (7) business days prior
  to when they expect they will need propane.
  On March 13, 2023, Ferrellgas delivered 345 gallons to *** ******. When a tank is out of gas upon
  arrival, we must complete a leak test, of which has a fee and a service labor charge.
  For customer satisfaction, a full refund for the next business day charges and service labor fee
  totaling $325.00 has been initialized. With the refund applied, *** ******** account will only
  reflect charges for the leak test ($50) and propane delivered.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.

  Customer Answer

  Date: 04/15/2023

  I am rejecting this response because:  If there was a leak test performed I would like to see the procedure that the technician followed, and the documentation that goes with the test. I have worked in the natural gas and propane industries for over a decade, most of this as a first responder to leak calls. I am unaware of any leak test that could be performed in a very short time, with my wife watching, that she would not notice. If a true leak test was performed, I would be happy to pay for the service. However I find it very hard to believe, unless there is technology that I am unaware of, that a test on your equipment (tank and line running to the house) was performed. Few facts of the situation that prove my point:

  1. Nearly my entire buried line that you are responsible for runs under a deck and cannot be accessed the line with any type of leak detection  equipment, to look for leaks. The bottom of the deck is approximately 4" above the dirt over the majority of the line.

  2. Without access to the line the only way to test for leaks would be to isolate the buried line at both ends in order to pressurize the line and look for a loss in pressure over a given time. This could not have been done because the tech would have needed to access the far end, inside my house. Access was never requested, and thus never given. There is no other accessible location to get the line outside the house.

  3. The fittings at the tank and inside the house have obviously not been moved or disconnected in a very long time. If the line were disconnected to isolate, it would be clearly visible.

  3. My wife watched the entire time the technician was on site. She observed him connect the truck, fill the tank, unconnect and puts his hoses away, and print the receipt. No other tools or equipment were taken out.

  Long story short, I am willing to pay for services I have received, however in this case I did not receive the leak test. I would like this charge removed as well, or as an alternative I will pay the $50 IF a qualified technician is sent to my home to do a proper leak test of the facility.   Regards,   ****** ******

  Business Response

  Date: 04/21/2023

  The consumer response filed by ****** ****** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I offer the following response:
  On March 12, 2023, the customer called in to place a delivery order due to the tank being out of
  gas. In the customer’s area, we do not offer weekend deliveries for will call customers. *** ******
  has “Will Call” delivery service. This means that he must contact us for us to know that he needs
  propane. Per our Customer Agreement for Propane Sales and Equipment Rental (“Agreement”),
  we recommend that Will Call customers contact Ferrellgas when their tank is at 30%.
  On March 13, 2023, the delivery order was completed for 345 gallons, as well as a leak test
  performed by the technician and no leaks were detected. The on-call technician completed a
  Ferrellmeter test, not a full system check as Mr. ****** is seemingly describing in his response. A
  Ferrellmeter test is completed when we arrive to a tank that is out of gas. A full system leak check
  is performed when the odor of gas is reported and there is a cause for concern of a potential leak.
  For customer satisfaction, a full refund for the emergency fee and service labor fee totaling $325
  has been processed. The customer was charged for the Ferrellmeter test that was performed in
  the amount of $50.
  It is worth noting that the buried line that Mr. ****** mentions in his response (1) is his
  responsibility. Our Customer Agreement for Propane Sales and Equipment Rental (“Agreement”)
  states: “If you are renting equipment from us, you own and are solely responsible for the
  inspection and maintenance of all piping, equipment, and/or appliances, which are downstream
  of any regulator that is owned or maintained by us for Bulk Service,”.
  Additionally, Mr. ****** states that the only way to determine leaks is to cap both ends of the
  buried line and pressurize (2). While we respect *** ******** knowledge of the propane and
  natural gas industry, we also respectfully disagree with the above statement. The Ferrellmeter
  tests everything from that line in. If that test fails, then we will cap the line to determine where
  the leak is.
  Lastly, Mr. ****** states that his wife would have known if the technician completed a leak test
  (3). The Ferrellmeter test that our technician completed, is the size of a small toolbox. We believe
  it is likely that she did not view the Ferrellmeter as anything more than that.
  If Mr. ****** would like Ferrellgas to complete a full system leak check, he may contact his local
  Ferrellgas General Manager, ***** *********, at ****************************** *** *********
  will assist him with any further questions, concerns or requests he may have.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.
  

  Customer Answer

  Date: 04/22/2023

  Complaint: ********
  
  I am rejecting this response because:  While I am aware of the existence of the Ferrell Meter and that it is used to look for flow through the propane line by connecting to the line downstream of the main shut off valve, I would like to know how this was actually used and connected to my line? 2 main points:  1. There are no ports on my line downstream of the shutoff valve to allow connection without taking the line apart.  2. My existing lines and fittings at the tank are old (minimum of 15+ years since I've owned the house) there is significant dust, dirt and corrosion. If the line were disconnected it would be visible where the lines were manipulated in order to connect the Ferrell Meter.   If you can show me that the service were actually properly performed I'd be happy to pay. However I have yet to see any documentation of the results of the test performed at my home. Charging $50 for a service, without authorization, and simply saying "we did it" is not sufficient in any line of business.In a highly regulated industry, such as propane, nothing is done with out written procedures and documentation. If you are certain the testing was done, and done properly, show me the documentation of the test and the procedure that was followed. Surely, being in the legal field, you can see the importance of written procedures and documentation. Surely you're aware if this were a much more serious dispute than $50 we'd be talking about all the other documentation that gas companies typically collect on a leak call: Date and time of the test, date and time of the "leak call" vs. date and time of the actual response for the "leak test", test unit identifying information along with latest calibration documentation and any incremental verification test documentation, employee training records showing that he/she is qualified to perform the test, etc.With all this in mind, I'm not asking for much.....Show me the procedure and results of the test at my home that you are trying to force me to pay for. Regards,  ****** ******

• Initial Complaint

  Date:03/27/2023

  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 purchased two exchanges tonight through the Blue Rhino exchange at Walgreens. Saturday night, too late to get my existing tanks filled at the gas station. All the tanks in their exchange were spray painted to hide the date the tank was certified, the certification marking and the recertification mark if applicable. I told the Walgreens clerk my concern and she said I could return them if they don't work. It's not just that I can't open the tanks and provide heat and cooling fuel, it's unsafe. Pictures of the tanks paint, where you can see visible rust, can't see certification information, and can see paint flaking off and rust underneath. Rust is a reason tanks are retired. Someone is making bank, endangering the public, and doing it in Blue Rhino's name. They are defrauding people. If someone who wasn't exchanging bought a tank with propane, that costs between 60 and 70 dollars, but the tank you get for that price is spray painted and out of date, unsafe, and you can't refill it anywhere legally? Legal action needs to happen. Blue Rhino national needs to know, and whoever is in charge of this scheme and sullying their reputation needs to be fired, before someone gets hurt. A tank that starts leaking when it's hooked up to a heater or stove could cause a fire or explode. I will be taking the tanks back to Walgreens, but not until someone else sees them and witnesses their condition. My son could not open them. They are unusable and illegal.

  Business Response

  Date: 03/28/2023

  ***** *** ****
  ****** ******
  ********* **********
  *** ** ******* ****** ****
  ******** ****** ****** * ********
  **** *** *******
  The consumer complaint filed by Ms. ****** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment.
  Ms. ****** is concerned with **** *****’s service and equipment. I forwarded her
  complaint on to their Claims department to address with her. It is my understanding that
  Ms. ****** was contacted by **** ***** and her complaint has been resolved.
  Furthermore, it is my understanding that the **** ***** Service Center has been contacted
  to address the issue immediately.
  Thank you for bringing Ms. ******’s concerns to our attention. Please contact me with
  any further questions or concerns. Thank you.

• Initial Complaint

  Date:03/24/2023

  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 called and canceled our propane service several years ago. Charges were added to the account for services not ordered or received after the cancellation. I called and was told they would be removed. Six plus months later I get another bill and instead of removing the charges more charges were added for late fees and interest. To which I respond in writing and do not hear anything further. Then the next year the same thing, a new bill with more charges for services not received or ordered on a cancelled account, more late fees and more interest charges. I called and was told they would take care of removing the charges. The next random bill that comes reflects that some interest fees were removed and one $12 service charge was removed but the rest of the balance remained. I call again and am told they will credit the fees. This is a repeat deal every year. They add more charges, I call and am told "oh sorry we will fix that", and nothing happens. I have called at least a dozen times, I have written letters, and I have responded to their bills in writing and every time I have been told that credits would be issued and the issue would be resolved. Today, 3/24, I received a letter threatening legal action for bogus charges totaling $37.58.

  Business Response

  Date: 03/30/2023

  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:
  A review of *** ******* consumer account reveals she terminated services with Ferrellgas in
  March 2022.
  *** ******* concern related to a reoccurring charge on her account.
  *** ***** originally leased a 500-gallon propane container from Ferrellgas; however, in 2022 an
  agreement was made between the customer and Ferrellgas and the tank was switched to
  customer-owned. At that time, the existing rental fee was removed but not a past due rental fee.
  As of today’s date, the past due rental fee and all finance charges have been waived and her
  closed account balance is $0.00. *** ***** should no longer receive any invoices from Ferrellgas
  for this matter.
  Thank you for bringing the customer’s concerns to our attention. Ferrellgas strives to provide best
  in class customer service and we regret that *** ***** did not feel she received a level of such
  service. Her complaint has been forwarded to the relevant field personnel. Please contact me with
  any questions or further concerns.

  Customer Answer

  Date: 03/31/2023

  Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID ******** and although their statement is full of inaccuracies (we cancelled in Oct 2017 not March 2022, we never rented our tank it was always ours, and our yearly contract was a $0 commitment so any charges after Oct 2017 are all fraudulent) they have cleared the bogus charges so I have to find that this resolution is satisfactory to me.
  Regards,
  ******* *****

• Initial Complaint

  Date:03/13/2023

  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.

  I am sitting here again waiting for my almost empty tank to be filled. I’m on autofill but they never fill it without me submitting an order online and then have to continually call them to come out. I always pay my bill within 30 days but their service (or lack thereof) remains dismal. Last month I had to rent a hotel for 13 days and board my dogs for 13 days. This cost me at least $4,000.00. They charge you for running out but they are the ones causing it. At this rate, more and more customers will cancel their services. I have to sit here and go without the heater, not wash clothes, not run hot water. Hard to believe this is the United States.

  Business Response

  Date: 03/15/2023

  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:
  A review of *** ********** consumer account reveals she commenced services with Ferrellgas in
  June 2020; owns a 150-gallon propane container; chose our “Keep Full” delivery service and the
  Net 30 payment method.
  *** ******** is concerned about the timeframe of a propane delivery.
  A review of this customer’s account indicates that on February 28, 2023, the customer contacted
  Ferrellgas and reported that she was almost out of propane. *** ********** account is on our Keep
  Full program, meaning that we use a demand forecasting algorithm based on her prior usage
  history to automatically schedule deliveries. As you may be aware, this customer’s area has been
  experiencing extreme winter weather recently causing demand in the area to significantly
  increase as well. Our Customer Agreement for Propane Sales and Equipment (“Agreement”), to
  which *** ******** is a party, states in regard to the Keep Full program: “We will use reasonable
  commercial efforts to keep your Propane supply adequate, but make no representation that we
  will inspect your Propane supply on a specific schedule. Weather conditions or a change in your
  circumstances can dramatically affect your Propane use. Accordingly, you must inspect the
  amount of Propane available from time to time, especially if you have a had a period of unusually
  high usage.” Our records indicate that the propane delivery was completed on March 13, 2023
  and *** ******** was not out of propane.
  In her complaint, the customer mentions a previous delivery delay. On February 9, 2023, ***
  ******** contacted Ferrellgas and reported that she was almost out of propane. That delivery was
  completed on February 18, 2023 and our records indicate she was not out of propane at the time
  of delivery.
  Additionally, *** ******** states that Ferrellgas charges its customers for running out of propane.
  That statement is inaccurate. A list of our current charges may be found in the Agreement
  mentioned above.
  Lastly, Ferrellgas strives to provide best in class customer service and we regret that *** ********
  did not feel she has received such level of service. We recognize that she owns her propane tank
  and could use any propane provider she chooses. We value her patronage and hope to serve her
  propane needs in the future. Her complaint has been forwarded to the relevant field personnel.
  Thank you for bringing *** ********** concerns to our attention. Please do not hesitate to contact
  me with any questions or further concerns.