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

• 

  Ferrellgas

  10330 W Main St North East, PA 16428

• 

  Ferrellgas

  983 Perry Hwy. Harmony, PA 16037

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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 OREDERD A GAS REFILL A MONTH AGO I EVEN PREPAID THEY INFORMED ME THAT IT COULD BE AS LONG AS MARCH 8TH WHICH IS ABSURD MARCH 8TH CAME AND THEY PROMISED DELIVERY IN 3 DAYS IT HAS BEEN 5 DAYS AND NO DELIVERY. I HAVE CALLED THEN SEVERAL TIMES THEY DO NOT RETIURN CALLS. I AM A DISABLED VET I NMEED HELP PL;EASE MY NEXT CALL IS TO L;OCAL MEDIA

  Business Response

  Date: 03/20/2023

  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 he commenced services with Ferrellgas in
  October 2021 and leases a 250-gallon propane container.
  *** ****** concerns relate to an untimely propane delivery.
  A review of this customer’s account indicates that *** **** placed his propane order in late
  February 2023. Upon ordering the customer reported that he had 30% remaining in his tank. As
  you are likely aware, *** ****’s area has experienced extreme winter weather resulting in high
  propane demand as well as making road conditions and availability to access the customer’s
  residence a major factor. Ferrellgas must make prudent judgment calls regarding the risks
  involved in sending our personnel out onto roads that are less than favorable. Our Customer
  Agreement for Propane Sales and Equipment Rental (“Agreement”), to which *** **** is a party
  to, states: “We may refuse to provide service if we believe we cannot safely make delivery due to
  conditions on or approaching your property…”. Ferrellgas made multiple attempts to deliver ***
  ****** order; however, due to the condition of the access road, those attempts were unsuccessful.
  On March 20, 2023, the access road had dried sufficiently enough for our bobtail truck to safely
  drive and *** ****’s propane order was delivered. Our records indicate that he had 15% propane
  remaining upon delivery.
  Ferrellgas strives to provide best in class customer service and we sincerely regret that *** ****
  did not feel he received a level as such. Ferrellgas drivers and customer service are working hard
  to accommodate each customer request as quickly as possible. *** ****’s 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.

• Initial Complaint

  Date:03/09/2023

  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.

  Called on February 28th 2023 for a refill. Was told we would have delivery by March 8th 2023. Spoke with them yesterday morning to confirm delivery for that day (3-8-23) and yes we are on for delivery and truck was in transit. I did call back that day (3-8-23) in the afternoon around 4pm because we still had no delivery. I spoke with them agian and said truck was in transit. Well, they never showed up for my delivery day that they gave me 3-8-23. Spoke with 2 different people today 3-9-23 and they are saying 1-3 days for delivery. Have another snow storm coming in within the next 12-24 hours. We will be out of propane today. I would recommend using a different company for you propane services, one that is reliable.

  Business Response

  Date: 03/10/2023

  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 she commenced services with
  Ferrellgas in November 2012, leases a 500-gallon propane container and chose our “Will
  Call” delivery service.
  *** *****’s concerns to relate to the propane delivery timeframe.
  A review of this customer’s account indicates that her propane order was placed on
  February 28, 2023. At that time, she indicated that her tank gauge read 5%.
  *** ***** is a Will-Call customer. This means that in order for us to know that she needs
  propane, she has to call us. Per our Customer Agreement for Propane Sales and Equipment
  Rental (“Customer Agreement”), which *** ***** is a party to, we recommend that a Will-
  Call customer contact Ferrellgas when their tank is at 30%. This is especially important
  during the cold winter months as individual usage will likely increase as well as
  demand. All deliveries are routed in the order in which they are placed. When available,
  Ferrellgas Customer Service will provide customers with a delivery window. That window
  is an estimate and can ultimately vary due to factors like demand, weather, road conditions,
  etc.
  On March 9, 2023, our Customer Service Specialist advised *** ***** that her propane
  delivery is on route to be delivered on March 10, 2023.
  Thank you for bringing *** *****’s concerns to our attention. I hope the above resolves
  any remaining questions or concerns. Thank you.
  Sincerely,
  ***** ******

• Initial Complaint

  Date:03/08/2023

  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 have been a costumer with Ferrell gas for over 4 years and have always paid in full for services. The last 3 times I’ve called in for a fill they haven’t showed up within the window time frame they gave us leaving us with no propane equaling No heat No hot water No showers No hot food or cooking abilities. The power was out for five days we’ve been in the dark plus all of the prior problems listed. I called in our order on February 22nd it is now March 8th and still without I’ve called numerous times only to be told I’m not on there routes list yet however they gave me a window of delivery the day I called it in. My drive way is clear so there’s no excuse that they can’t deliver to us.

  Business Response

  Date: 03/10/2023

  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:
  *** *******’s concerns to relate to the propane delivery timeframe.
  Upon ordering, Ferrellgas Customer Service provided the customer with a delivery
  window. That window is an estimate and can ultimately vary due to factors like demand,
  weather, road conditions, etc.
  The customer received her propane order on March 9, 2023 and her tank was not empty.
  Ferrellgas strives to provide best in class customer service and we regret that *** *******
  did not feel she received such level of service. Her complaint has been sent to the relevant
  field personnel.
  Thank you for bringing *** *******’s concerns to our attention. I hope the above resolves
  any remaining questions or concerns. Thank you.

  Customer Answer

  Date: 03/10/2023

  [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:
  
  The business negligence to state that our propane tank was at or below 1% capacity, when they filled it 16 days later and after I called them for a refill. Prior to any bad weather or storm conditions. 
  
  Regards,
  
  ****** *******

  Business Response

  Date: 03/13/2023

  The consumer’s rejection 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 to relate to the propane delivery timeframe.
  Upon ordering, Ferrellgas Customer Service provided the customer with a delivery
  window. That window is an estimate and can ultimately vary due to factors like local
  demand, weather, road conditions, etc.
  The customer received her propane order on March 9, 2023 and our records indicate that
  the tank was at 6% capacity.
  Ferrellgas strives to provide best in class customer service and we regret that *** *******
  did not feel she received such level of service. Her complaint has been sent to the relevant
  field personnel.
  Thank you for bringing *** ********* concerns to our attention. I hope the above resolves
  any remaining questions or concerns. Thank you.
  

• Initial Complaint

  Date:03/07/2023

  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.

  ferrell gas driver - was suppose to have moved a propane tank. 125lb bottle and he took it upon his self to remove a propane hose that was owned by property owner - making it to where property owner could not hook up the cook stove. Driver backed off the drive way and got stuck enough it damage a tin horn / drainage colvert and broke driveway markers and damaged the gravel in the driveway to where the drive way needs to be road graded and gravel moved back in place and broken tree limbs removed. it will cost about $270 -$300 to repair.

  Business Response

  Date: 03/09/2023

  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:
  *** ********** concerns to relate to a hose replacement and property damage.
  A review of this customer’s account indicates that per *** ********’s request, her tank
  was moved. Our records indicate that the technician took the hose that *** ********
  mentions in her complaint to be replaced with a brand-new hose, which has since
  occurred.
  In regard to the damage that the customer mentions, a claim was opened but it is my
  understanding that *** ******** chose not to work with our Risk Department. On
  Monday, March 6, our Customer Service Manager offered the customer an amount for
  the damage repairs and *** ******** accepted. A refund check is processing.
  Ferrellgas strives to provide best-in-class customer service and we regret that ***
  ******** did not feel she received that level of service. Her complaint has been forwarded
  to the relevant personnel.
  Thank you for bringing the customer’s concerns to our attention. I hope the above
  resolves any remaining questions or concerns.
  Thank you,
  ***** ******
  Paralegal

  Customer Answer

  Date: 03/12/2023

  [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: 19547932
  
  I am rejecting this response because:     my TANK HAS NOT BEEN MOVED AS FERRELL GAS STATED IN THEIR RESPONSE.   THIS ALL STARTED BECAUSE I WANTED THE TANK MOVED - DRIVER MESSED UP BY TAKING - REMOVING MY HOSE FROM MY TANK AND DID NOT MOVE THE TANK    I REPEAT MY TANK HAS NOT BEEN MOVED AS OF 3/12/2023   AND STILL WAITING ON CHECK FOR DAMAGES TO MY DRIVE WAY WHICH WAS DONE BY THE DRIVER OF FERRELL GAS TRUCK.  
  
  Regards,
  
  ****** ********

  Business Response

  Date: 03/13/2023

  The consumer response filed by *** ******** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation, talked to
  the relevant field personnel, and offer the following response:
  *** ********** concerns to relate to a hose replacement and property damage.
  A review of this customer’s account indicates that *** ********’s requested her tank be
  moved. Our records indicate that the technician took the hose that *** ********
  mentions in her complaint and replaced with a brand-new hose.
  In regard to the damage that the customer references, a claim was opened but it is my
  understanding that *** ******** chose not to work with our Risk Department. On
  Monday, March 6, our Customer Service Manager offered the customer an amount for
  the damage repairs and *** ******** accepted. A refund check is processing.
  Ferrellgas strives to provide best-in-class customer service and we regret that ***
  ******** did not feel she received that level of service. Her complaint has been forwarded
  to the relevant personnel.
  Thank you for bringing the customer’s concerns to our attention. I hope the above
  resolves any remaining questions or concerns.

• Initial Complaint

  Date:03/02/2023

  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 called and ordered a propane tank fill on February 14, as my tank was reading 30%. I was told that it would be delivered within 7 business days.
  
  On February 24th, I was told that I was 4th on the delivery list for that day.
  The home in question is operated as a vacation rental, so I do not live on premises. I assumed the propane had been delivered as scheduled, as nobody notified me otherwise.
  
  Then, I received an email on March 1st, stating that they had received my order - confused, I called customer service to ask what that was for, since my order had been over 2 weeks prior.
  
  I was informed that the driver did not deliver propane due to snowy road conditions and that my order was now reentered in the system and it would be another 7-10 business days. I expressed the urgency for delivery and was told to call again the next day.
  
  The propane tank is now completely empty. It runs all heat and cooking at the house.
  
  I called again this morning (as i was told to do) to ask to have my delivery expedited (even though it’s technically late).
  
  A woman, *****, was unhelpful and refused to help me remedy the situation. She refused to transfer me to another person or to give me her full name, Insisting nothing could be done to get my propane delivered any faster. She said she would call me back. I have received no call back.
  
  The customer service at ferrelgas is lacking. I don’t see why my propane would not be delivered at the soonest possible opportunity.
  
  I understand we cannot control the weather, but the communication and customer service of your company is something you can control. I am very disappointed.
  
  What is the purpose of me calling ahead of time to get my tank filled, if you cannot honor your delivery window with 2 weeks prior notice.
  
  I would also like to note, that my cameras show a completely clear driveway - no snow. So I am not convinced a driver ever even showed at my property in the first place.

  Business Response

  Date: 03/07/2023

  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 commenced services with Ferrellgas in
  November 2021; leases a 120-gallon propane container; chose our “Will Call” delivery service and
  Pay In Advance payment terms.
  *** ********’s concerns relate to a propane delivery delay.
  A review of this customer’s account indicates that a propane order was placed on February 15,
  2023. *** ******** is a Pay In Advance customer and payment was not received until February
  21, 2023. Delivery was attempted three (3) times; however, due to icy road conditions in the area,
  each of those attempts were unsuccessful. Our records indicate that on March 6, 2023 the
  customer cancelled her order.
  Ferrellgas strives to provide best in class customer service and we sincerely regret that ***
  ******** did not feel she received such level of service. Her 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.
  Sincerely,
  ***** ******

• Initial Complaint

  Date:02/28/2023

  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.

  Have two elderly disabled in my house plus two children. Ordered propane for two residences and told them to make a note to deliver to one first.houses are only a couple miles apart The delivered to the other house first. Still haven’t got propane or a date of delivery. Rude customer service also. With zero help. It’s been 8 days since I ordered it and still no answer or when it’s coming.

  Business Response

  Date: 03/06/2023

  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
  February 2019 and leases a 500-gallon propane container.
  *** ******** concerns relate to an untimely propane delivery.
  A review of this customer’s account indicates that a propane order was placed on February 21,
  2023. The customer reported that he had 5% remaining in his tank. The customer is set up as a
  will call delivery basis, meaning the customer must contact us when they need to place a delivery
  order. Will call orders are delivered in the order they are placed. Per our Customer Agreement for
  Propane Sales and Equipment Rental (“Customer Agreement”), which *** ****** is a party to,
  we recommend that a Will-Call customer contact Ferrellgas when their tank is at 30%. ***
  ******** propane order was delivered on March 1, 2023, within the delivery window he was
  provided upon placing his order.
  Ferrellgas strives to provide best in class customer service and we sincerely 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.
  Sincerely,
  ***** ******
  Paralegal

• Initial Complaint

  Date:02/27/2023

  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 use propane for my heat, cooking, and hot water. On Thursday Feb 23, I ran out of propane. I called Ferrell Gas, with who I have been a loyal customer for over 30 yrs. They told me I was behind in my payments but I had never received the statements that they said they sent (Nov-Jan 2023). To receive more propane I had to pay for those payments that I missed. I did that. They said there would be an additional fee to be paid to the driver for an expedited delivery. I agreed to that. No propane arrived on Thursday the 23rd. So on Friday Feb 24 I called back this time talking to a manager named ******** She told me I had to pay in advance for what was to be delivered and I also had to pay the fee to them at that time for an expedited delivery which had to be ordered 1 day in advance. She also said that if I could wait until my normal delivery date of Feb 27, there would not be a charge for the expidicted delivery. I paid for the delinquent payments and the advance payment for the propane that is to be delivered and the extra fee for the expedited delivery. I talked with ******** again today (Feb 24) and said that my expedited delivery was being delivered on my normal delivery date of Feb 27 and that I shouldn’t have to pay the extra fee. She said she must have misspoke and changed my normal delivery date to Mar 3. She also said that I WILL NOT get any propane til Mon and showed no concern that the temperatures were only going to be between 20-30 degrees. She was quite rude with me on the phone and didn’t consider me not having any heat or hot water in 20-30 degree temperature an emergency. And since they don’t work Saturday & Sunday she considered Fri the 24 the 1 day notice that they require for an expedited delivery that I had already paid for. As a loyal customer for over 30 yrs, I feel I was treated very badly by this company and particularly this manager who didn’t care if I froze to death, or have broken water pipes, etc.

  Business Response

  Date: 03/08/2023

  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 commenced services with Ferrellgas in
  July 1991 and leases a 500-gallon propane container.
  *** *****’s concerns relate to an untimely propane delivery and expedited fees.
  A review of this customer’s account indicates that a propane order was placed on February 23,
  2023. The customer reported that she had 0% remaining in her tank. The customer is set up as
  Pay in Advance, meaning the customer must pay for the delivery in full before we are able to get
  the order over to the logistics team to route. The order was paid for on February 24, 2023. Since
  *** ***** requested a one-day delivery, there was an additional fee applied to ensure delivery
  would be made on Monday February 27, 2023 (the next business day after payment was
  completed). *** ***** received her propane order on February 27, 2023.
  Additionally, *** ***** has “Will Call” delivery service. This means that she must contact us for
  us to know that she 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%.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.
  

• Initial Complaint

  Date:02/22/2023

  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.

  When I moved to a new house in November of 2022, it did not use propane. I had just had my tanks refilled prior to moving. I called Ferrell Gas to see about them coming to take the propane back and get a reimbursement. They told me, they would do this. They took the propane, then took me consistently calling them about my refund to tell me, I would not be getting a full refund as they charged me $244 to take the propane back, but would be getting $449.94 in a refund. Again, after consistently calling, they finally told me in January of 2023 they sent the payment to my bank. I checked, and it was not there. I again consistently called, finally to be told they deposited the money into someone else's account whom I do not know. As of now, they are telling me there is nothing they can do, they already paid the money. More or less telling me it is not their problem, the money was put into someone else's account. They are doing nothing to help me. I am a recently widowed, elderly who desperately needs this money.

  Business Response

  Date: 03/07/2023

  **** *** *******
  The consumer complaint filed by Ms* ************** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation, talked to the
  relevant field personnel, and offer the following response:
  Ms. ***************s concern relates to a reimbursement and customer service.
  Upon completion of a tank pick up and pump out (standard fees assessed), a reimbursement was
  created in our system for Ms. **************. Our records indicate that on January 16, 2023,
  Ferrellgas customer service confirmed with the customer that the credit card that was used for
  deliveries in January 2022 and March 2022 was still valid. The reimbursement was processed to
  that credit card, not the customer’s bank.
  Ferrellgas strives to provide best-in-class customer service, and we regret that Ms. *******
  Bouchey did not feel she received that level of service and have forwarded her concerns on to the
  relevant field personnel.
  Please contact me with any questions or further concerns. Thank you.
  **********
  ***** ******
  *********

  Customer Answer

  Date: 03/08/2023

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

  I have paid with my bank card numerous times after March of 2022. Why would they not credit my bank account? When I spoke to them on the phone they told me the money was sent to my account, and read off 4 digits to me. Those were not my last four numbers to any bank cards I have.

   They also told me the money was sent to another person's name, whom I do not know. Same last name with no relation. I have asked for receipts and verification as to where the money was issued with no proof any money was actually paid. If the money was repaid to me, why wont they send me any proof? Tell me exactly where it was sent. What account? Whose name? Proof of records? I just want my money I am owed.
  
  
  
  Regards,
  
  
  
  ***** **************

  Business Response

  Date: 03/16/2023

  Response attached.

  The consumer response rejection filed by Ms* ************** has been forwarded to the
  Ferrellgas Legal Department for investigation and comment. I have completed my
  investigation, talked to the relevant field personnel, and offer the following response:
  Ms* **************’s concern relates to a reimbursement.
  Upon completion of a tank pick up and pump out (standard fees assessed), a reimbursement was
  created in our system for Ms* **************.
  On January 12, 2022 a Visa card ending in **** was processed for the customer’s account. On
  March 15, 2022 a Visa card ending in **** was processed for the customer’s account. There would
  not have been a credit balance on the customer’s account without these payments. On January
  16, 2023, the customer confirmed the credit card ending in **** to be still valid and the refund
  was accurately processed to it.
  If Ms* ************** has documentation showing that a differing card or checking account made
  the above listed payments, she should contact the Syracuse Service Center at ************ so
  they may review that documentation.
  Please contact me with any questions or further concerns. Thank you.

• Initial Complaint

  Date:02/21/2023

  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.

  Amerigas was bought out by Ferrel gas company in my area of Florida. I was on auto-fill and tank rental since 2009. Without warning, I was taken off of auto-fill. So, my tank went empty. Single mom with a kid, no cooking, no hot water. I was then charged for an emergency fill. Then refused auto-fill due to my usage. They basically said too bad you have to check your tank. But you cannot fill at 50% you can only call them when the tank is 30% or below. so with my usage at twice a year it is something I only check that often. So again, I check the level at 50 but I am not "allowed" to call them for a fill, as if, it is this huge inconvenience for them. On top of all of this, I tried management, I tried to basically ask for options and their was none except we are going to charge you for anything and everything we possibly can and you will like it. Well guess what, I do not, I am sitting here without gas again, no cooking and they just sent me bill for $390 for coming out to talk me into not leaving them and yet never took the tank when I said I was done come get it. Now, instead another bill. When does this end.

  Business Response

  Date: 02/24/2023

  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:
  A review of *** ******’s consumer account reveals she commenced services with
  Ferrellgas in September 2012 and leased a propane container.
  *** ****** is concerned about billing on her account and our Auto-Fill program.
  Our Master Agreement for Propane Sales and Equipment Rental (“Agreement”), to which
  *** ****** was a party to, 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 records indicate that *** ****** was not meeting the Minimum Volume Requirement
  and her annual tank rental increased. Additionally, due to unpredictable usage, *** ******
  was not eligible for our Auto Fill program. Our records further indicate that *** ******
  informed Ferrellgas that propane is not her primary heat source.
  On February 8, 2023, *** ****** reported a potential leak. Ferrellgas arrived that same day
  and completed a leak test. No leak(s) were detected; however, *** ****** requested a tank
  pick up. The standard Emergency fee for the leak test was credited off her account for
  customer satisfaction.
  On February 22, 2023, Ferrellgas picked up the leased tank at the customer’s residence.
  *** ****** was charged a labor fee and the fuel surcharge fee. Those fees remain unpaid
  as of today’s date.
  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 that level of service.
  Please contact me with any further questions or concerns. Thank you.
  
  

  Customer Answer

  Date: 03/07/2023

  [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. The bill has been adjusted over the phone and the final bill has been issued for the correct amount $171.17 and am sending this final payment today.
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:02/21/2023

  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 have been trying for a month and a half to get a delivery of gas for my tank I get told every time I call I have a red tag on my account and it needs to be inspected before they can fill it Now I'm out of gas and no inspection It's below zero most nights here and I'm heating with portable electric heater's I really need someone from Ferrellgas to contact me about this situation I didn't say I've been using the gas that they filled my tank with in November That's what's so infuriating about this is the red tag should never have been placed on this account

  Business Response

  Date: 03/07/2023

  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
  October 2020; leases a 120-gallon propane container; chose “Will Call” delivery service and Pay
  in Advance payment terms.
  *** *****’s concerns relate to a red-tag removal and propane delivery.
  A review of this customer’s account indicates that in October 2022, the 120-gallon tank was set
  for *** *****. It is my understanding that at that time, there were repairs/replacements required
  and the red-tag stayed on the tank until the repairs were completed. On January 24, 2023, Mr.
  White informed Ferrellgas that the repairs were made but he was now out of propane. *** *****
  is a Will Call customer. This means that in order for us to know that he needs propane, he has to
  call us. Additionally, will call orders are delivered in the order they are placed. Per our Customer
  Agreement for Propane Sales and Equipment Rental (“Customer Agreement”), which *** ***** is
  a party to, we recommend that a Will-Call customer contact Ferrellgas when their tank is at
  30%. *** *****’s red tag was removed and a propane order was created. *** ***** is a Pay in
  Advance customer. On March 6, 2023, a payment was made and delivery has been routed.
  Ferrellgas strives to provide best in class customer service and we sincerely 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.
  Sincerely,
  ***** ******