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

  457 South Washington st Carthage, NY 13619

• 

  Ferrellgas

  1026 Mercer Road Franklin, PA 16323

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

• Initial Complaint

  Date:02/21/2023

  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.

  acct # ********* 
  Placed order on 2/11 for tank refill. Was confirmed via email order was recieved and would be filled by 2/18. Order was not filled contacted Ferrell on 2/20 was told order wouuld be filled 2/21. Driver came to the house but did not fill my tank. Logged into Ferrell account and order was redone not by me. Order showed a date of 1/21 and a completion date of 1/28. Called into find out what was going on and was told my original order from 1/11 was not filled necuase they could not find me. They have delivered to my home over 20 times and my address pulls up on any gps service. So this statement was a lie.

  Business Response

  Date: 02/22/2023

  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
  November 2018; owns a 120-gallon propane container and chose “Will Call” delivery service.
  *** ******* concerns relate to a delivery delay.
  A review of this customer’s account indicates that an on February 11, 2023 the customer ordered
  propane from Ferrellgas. It is worth noting that we offer estimated delivery windows however
  weather conditions and demand can alter those windows by a couple of days.
  *** ******* order was delivered on February 22, 2023, eight (8) business days after he placed his
  order. He was not out of propane upon delivery.
  We understand and regret the frustration the customer feels. Ferrellgas strives to provide best-in-
  class customer service, and we regret that *** ***** did not feel he received that level of service.
  Thank you for bringing this customer’s concerns to our attention. We know that since he owns his
  tank he could go anywhere for service and we thank him for his patronage.

• Initial Complaint

  Date:02/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/18/2022 I called in for a refill on my propane tank that heats our home, offers us hot water, and a gas stove. On 2/15/23 I ran out of propane and called for a refill. They charged my Pre-pay account in full in the amount of $336.14. On 2/17/23, still no delivery so I called and asked when to expect delivery and was informed that it could be a couple weeks but no later than March 1st, 2023 unless I wanted to pay a $200 expedition fee. Of which, I had no choice as my 80 year old mother lives here at this house. Upon arrival, I was informed that they would do a test leak to be sure there was no leaks seeing as the tank was just filled under 2 months past. After the tank was filled at 50%, a test leak done it was then that they informed me they charged me $50 for the test leak.
  
  The amount for an expedition fee ($200) on top of a $50 leak test fee is astronomically high. I can see $50 for a expedite fee but not $200. On 2/15/23 I saw a Ferrel truck pass my house and on 2/16/23 I saw another ferrell truck pass my house. There is no excuse for this type of service fees to be charged. It is simply taking advantage of customers.

  Business Response

  Date: 02/22/2023

  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 May 2022, leases a 120-gallon propane container, chose our “Will Call”
  delivery service and Pay In Advance payment terms.
  *** ***********’s concerns to relate to the propane delivery timeframe and fees.
  A review of this customer’s account indicates that *** ***********’s propane order was
  placed and paid for on February 15, 2023. On February 17, 2023, the customer called
  Ferrellgas to inquire about the delivery. At that time, it was relayed to our Customer Service
  Specialist that her tank was empty. Our Customer Service Specialist advised ***
  *********** of our Emergency Delivery fees.
  *** *********** is a Pay-in-Advance, 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 no less than 7
  business days before they will need a delivery or when their tank is at 30%. All deliveries
  are routed in the order they are placed. When an emergency delivery is requested, we have
  to pull our driver off of his or her route to complete the emergency delivery. Consequently,
  other customer orders are pushed back a day or more. Therefore, our Customer Agreement,
  states: “We will deliver Propane according to a schedule that we establish. If you request
  us to deliver Propane to you at other times or on an emergency basis, we may, at our option,
  impose additional delivery charges (as set forth on the Current Charges List).” ***
  *********** was charged accordingly.
  The customer’s propane was delivered on February 17, 2023. If she is interested in
  switching her account to a “Keep Full” status, she should contact her local service center
  at 858-271-4400 to discuss her eligibility.
  Thank you for bringing *** ***********’s concerns to our attention. I hope the above
  resolves any remaining questions or concerns. Please contact me with questions or further
  concerns. Thank you.
  Sincerely,
  ***** ******

• Initial Complaint

  Date:02/20/2023

  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.

  Ferrell Gas failed to keep my propane tank filled during the winter months. Because the tank exhausted completely out of propane, the burners on my furnace built up carbon soot from the lack of propane to oxygen ratio. The district manager told me from Ferrell, "because it's in my house, it's my problem." He also told me "the exterior regulator was old and needed to be replaced." They performed 2 service calls prior to this event. The first one was to move a propane tank and the second was to fix a gas leak when the asphalt installers hit the gas line. After each service was performed, never did any of the techs inform me that the regulator needed replacement. The touched this same regulator on both visits to perform leak tests.
  
  Another representative from Ferrell gas at Risk Management left me a message stating the pressure switch failed and allowed the gas to enter at low levels. As a HVAC contractor, the pressure switch on a furnace is actuated by the exhaust blower motor in the first stage of the firing sequence. The job of the pressure switch if to tell the control board the fan kicked on, so it can take the next steps of opening the gas valve into the burner and the igniter to ignite the gas.
  
  I hired a contractor in the area to replace the furnace because it's at a summer cottage. I asked the contractor if he has run across this situation and his response was, "Yes...it happens more frequently with Ferrell Gas." He mentioned the fix can be repaired by pulling the heat exchanger out and cleaning it but the other components warranties could be voided because of all the soot and melted wires on the igniters. I thought better to replace then run the risk. All I'm looking for is payment of what it would take to pull and clean the heat exchanger which is $1,500.00. More than fair... especially for something they created and i had to clean up after them.

  Business Response

  Date: 03/01/2023

  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 has been a customer since July
  2017 and leases a 500-gallon propane container.
  *** *********’s concerns to relate to an out of gas situation and damage.
  A review of this customer’s account indicates that *** *********’s tank was red-tagged.
  Due to safety policies and concerns, Ferrellgas will not fill until a red-tag is removed. Our
  records indicate that the customer was made aware of the previous statements.
  *** ********* states that due to his tank running out of gas, his furnace was damaged.
  Ferrellgas respectfully disagrees. *** *********’s second stage regulator was outdated
  and would/should be updated as that could cause issues with appliances. Our Customer
  Agreement for Propane Sales and Equipment Rental 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...”. The matter was sent to the Ferrellgas Risk Department for
  further claim investigation.
  On February 27, 2023, Ferrellgas Risk Department spoke with *** ********* and stated
  that his claim was denied.
  Thank you for bringing *** *********’s concerns to our attention. I hope the above
  resolves any remaining questions or concerns.

  Customer Answer

  Date: 03/02/2023

  [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: 19436457
  
  I am rejecting this response because: Ferrell Gas made a gas leak repair during the summer prior to running out of propane and never notified me of any issues after the repair was completed. I paid over $500 dollars for this repair. I was never informed there was a "Red Tag" on my system and that the system couldn't be filled till after I ran out of propane. Customer service knew this. Because of that reason, you sent out Emergency Service on a Saturday to fill my system which is not typical for running out of gas. Check your records. Nothing was mailed to me or no phone call was ever made.  Also, there was no tag left on the propane valve after the previous repair that you claim why it was Red Tagged. A tag similar to the one that was left on the last visit after I ran out of propane.

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

  Business Response

  Date: 03/02/2023

  The consumer’s response filed by *** ********* has been forwarded to the Ferrellgas
  Legal Department for investigation and comment. I offer the following response:
  *** *********’s further concerns relate to the initial red tag and the emergency service
  that followed.
  A review of this customer’s account indicates that *** *********’s tank was red-tagged
  in August 2022. Attached is a copy of the tag notice to *** *********.
  Due to safety concerns, an out of gas situation is also considered an emergency. Ferrellgas
  treated it as such.
  *** ********* states that due to his tank running out of gas, his furnace was damaged.
  Ferrellgas respectfully disagrees. *** *********’s second stage regulator was outdated
  and would/should be updated as that could cause issues with appliances. Our Customer
  Agreement for Propane Sales and Equipment Rental 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...”. The matter was sent to the Ferrellgas Risk Department for
  further claim investigation.
  On February 27, 2023, Ferrellgas Risk Department spoke with *** ********* and
  informed him that his claim was denied. Ferrellgas stands by the denial.
  Thank you for bringing *** *********’s concerns to our attention. Please contact me with
  any questions or further concerns.
  

  Customer Answer

  Date: 03/02/2023

  [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: 19436457
  
  I am rejecting this response because:

  If that's the case and the garage was red tag, there are two valves at the propane tank. One to the house and one to the detached garage. Your documentation on the attached red tag was the line to the detached garage, why wasn't the propane tank filled for the house... if that wasn't included on the red tag? There are two valves! Your document clearly said garage was shut off because of safety issue to the detached garage and you didn't have access. I understand that... but what about the second valve on the propane tank that was left on the open position to the house??? Your documentation doesn't make sense and contradicts what you are saying by closing one valve and leaving another open to the house because it was included on the red tag. All I'm saying is, if the garage was red tag and shut off, the house was left open with no red tag, the tank should have been filled.
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:02/11/2023

  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.

  Ferrellgas has the worst customer service I've ever seen.
  They never show up they never call.
  
  Even after repeater reviews with their dispatches about contact numbers and specifics to the site they don't show they don't call.
  
  This happens almost every time I have to deal with them unfortunately they are the only local provider for propane.
  
  I can't tell you how many hours I wasted tracking down deliveries and trying to meet drivers.
  If I had an option I would dump them in a heartbeat.

  Business Response

  Date: 02/15/2023

  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 *** *******’s account reveals he is the primary contact for ****** **** *******
  (“***”). *** commenced services with Ferrellgas in November 2015; lease two (2) 120-gallon
  propane containers and chose “Will Call” delivery service.
  *** *******’s concern relates to customer service.
  Ferrellgas strives to provide best-in-class customer service, and we regret that *** ******* does
  not feel he receives that level of service. We want him to know that our drivers work tirelessly,
  year-round, to accommodate each customer. His complaint has been forwarded to the relevant field
  personnel.
  Thank you for bringing this customer’s concerns to our attention. Please contact me with any
  questions or further concerns

• Initial Complaint

  Date:02/10/2023

  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.

  My family recently moved into a house that uses propane for heat, hot water, and cooking. The previous owners leased a tank from Ferrellgas.
  
  
  Our first delivery was scheduled on November 29th for November 30th - December 8th.
  
  
  I called on December 8th to ask if they would make the delivery within their stated window and the CSR would not answer directly and said they didn't know when it would be delivered.
  
  
  I called on December 9th and they continued to be evasive. It was clear that they were reciting scripted responses: I had plenty of propane left and that I shouldn't worry, that their drivers were working overtime and on weekends, etc. I should not be treated like I'm unreasonable for wanting my tank filled before it gets dangerously close to empty. It's not my fault that they don't have enough drivers.
  
  
  Propane was eventually delivered on December 12.
  
  
  I ordered another delivery on January 29 when my tank was around 30%. According to their website, a delivery was scheduled for Tuesday, February 7 at 4:43pm. When I checked again later in the afternoon, the delivery date was blank. I called Ferrellgas and they said I was removed from the route and it should be 1-2 business days.
  
  
  February 10, the last day of their delivery window, my husband got an automated phonecall saying that due to high volume, it would be up to 3 business days until we get our delivery.
  
  
  This company's entire business is delivering heating fuel. Winter happens every year yet Ferrellgas's delivery infrastructure is absolutely crippled by cold weather.
  
  
  Ferrellgas, if you respond to my complaint, please don't downplay my concerns because my tank is not critically low. I am being proactive because I don't want to get to the point where I risk running out of propane.

  Business Response

  Date: 02/15/2023

  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 *** ******’s account reveals she commenced services with Ferrellgas in November
  2022; leases a 500-gallon propane container and chose “Will Call” delivery service.
  *** ******’s concerns relate to a delivery delay.
  A review of this customer’s account indicates that an on November 29, 2022, the customer
  contacted Ferrellgas to set up her account. On December 12, 2022, Ferrellgas filled her tank and
  noted that the tank gauge read 15% remaining just prior to filling. January 29, 2023 the customer
  ordered propane from Ferrellgas. It is worth noting that all Will Call orders are routed in the order
  they are received and Ferrellgas offers delivery windows (estimates) as to when we will be able to
  arrive. The delivery was completed on February 10, 2023. The customer had 10% remaining in her
  tank upon delivery.
  We understand and the frustration the customer feels. We want her to know that our drivers are
  working hard to accommodate each customer in a timely manner. 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 field personnel.
  Thank you for bringing this customer’s concerns to our attention. Please contact me with any
  questions or further concerns.

• Initial Complaint

  Date:02/08/2023

  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.

  Propane running out, promised a delivery on specific dates, no shows ,call again was promised a delivery , no show, my wife is a. A cancer patient, we need heat , been a customer for ten years, this is a residential account. I pay on time, ALWAYS

  Business Response

  Date: 02/10/2023

  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 *** ********* consumer account reveals he commenced services with Ferrellgas in
  January 2011; owns a 120-gallon propane container and chose “Will Call” delivery service.
  *** ********* concerns relate to a delivery delay.
  A review of this customer’s account indicates that an on January 27, 2023 the customer ordered
  propane from Ferrellgas. It is worth noting that all Will Call orders are routed in the order they are
  received and Ferrellgas offers delivery windows (estimates) as to when we will be able to arrive.
  The delivery was completed on February 9, 2023, nine (9) business days from the date of his order.
  The customer had 21% remaining in his tank upon delivery.
  We understand and regret the frustration the customer feels. We want him to know that our drivers
  are working hard to accommodate each customer. 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.
  Thank you for bringing this customer’s concerns to our attention. We know that since he owns his
  tank he could go anywhere for service and we thank him for his patronage.
  Sincerely,

• Initial Complaint

  Date:02/06/2023

  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.

  12/29/22: contacted company to fill propane tanks. tanks filled completed on 1/2/23. Paid in full.
  1/10/23: contact company to have tanks serviced as gauges did not properly show how much was in each tank
  appointment set up for 1/26/23. which then was reschedule for 1/2/23 - no one showed up. called ferralgas - stating they will be out on 2/3/23 - another no show. reported to company both 100 gallon tanks are reading 10%. Employee stating "no, you should have 56%" we then ask them what this is based off (they were unable to provide that information) we again reiterated that it should not be based off previous homeowners (as we are new homeowners) usage and we are going by the gauges (that were still not fixed). was informed at this time that one of the tanks will be replaced due to "dent" (no dent was found on either one) and gauges will be changed out.
  2/4/23: propane tanks ran out of propane. spent 3-4hrs trying to contact an emergency line through Ferrallgas and said they are unable to provide a refill and will have to wait until Tuesday. employee also informed us at this time that per their records one tank is out of commission - we were not made aware of this prior to conversation. received number to talk with supervisor.
  2/6/23: contacted Ferrallgas again. Stating no one can come out until Wednesday and we will be charged an extra fee due to emergency refill. again tried to contact a supervisor but each employee we spoke to states " we do not have a direct number to them, we can only message them.
  
  I had to take off 2 days from work to "be home" as requested by the company when they arrived between the hours of 12-4pm but was a no call no show both times.

  Business Response

  Date: 02/08/2023

  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 *** *********** consumer account reveals she commenced services with
  Ferrellgas in December 2022; leases two 124-gallon propane containers; chose our “Will
  Call” delivery service and Net30 payment terms.
  *** *********** concern relates to a delivery, defective parts and billing.
  A review of this customer’s account indicates that on December 30, 2022 the customer
  ordered a propane delivery. Upon delivery on January 2, 2023, Ferrellgas driver noted a
  dent in one 124-gallon tank and only delivered 76.2 gallons of propane to the other tank.
  The driver took pictures of the dent and requested a tank swap be completed. It is my
  understanding that the customer was not informed of the dent and subsequently the fill
  of only one tank at that time. This oversight has been sent to the relevant field personnel.
  The customer reported to Ferrellgas that they believed the gauges on the tanks were not
  reading properly. Ferrellgas was to arrive on February 2, 2023 to check and potentially
  replace gauge(s) but due to a staffing issue that day, our drivers were unable to make it.
  On February 3, 2023, extreme winter weather hit and due to high demand of propane
  deliveries in the area, we were unable to get to *** *********** residence to check the
  gauge(s). *** ********* states that she was informed that someone was required to be
  home for Ferrellgas to check the gauges on the tanks. Ferrellgas does not hard-date gauge
  services nor require a customer to be present during one. Therefore, *** *********
  should not have been told she was required to stay home. Our field is checking the call
  logs and will address the misinformation if deemed necessary.
  On February 7, 2023, Ferrellgas arrived to complete the tank swap. At that time, the tank
  was frozen to the ground and unable to be replaced. The tank swap has been rescheduled
  for Spring 2023 when ground conditions permit. Our technician floated 15 gallons of
  propane into *** *********** tank system until we could arrive the next day with a full
  fill. Additionally, it was discovered that the regulator needed to be repaired and it was
  replaced.
  We sincerely regret the frustration this has caused the customer and have reduced her
  price per gallon and the amount of our standard fees. No emergency fee was charged.
  Ferrellgas strives to provide best-in-class customer service, and we regret that ***
  ********* did not feel she received that level of service. We want her to know that we
  are committed to meeting our customers’ needs and our teams are working very hard to
  accommodate each customer. 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:02/04/2023

  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.

  A week and a half a week and 2 days ago so whatever day that would be it is right now February 4th I ordered my propane a week and a day ago and it is 20 below and I'm freezing and I can't use my stove I can't cook I can't stay warm obviously my furnace runs out for that and so does my appliances I have health issues and I would like to know when they're going to fill it and who's going to Constance pay for my hotel room and stuff for being that I can't stay there I've been there for a week and I still have no propane as of Friday which was the 3rd of February I still have not received my propane and that's the day of the delivery it was not delivered yesterday the 3rd of February it is the 4th of February it still wasn't delivered how long does a person have to freeze and not eat before they die to get their delivery

  Business Response

  Date: 02/08/2023

  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 October 2004; leases a 500-gallon propane container; chose our “Will Call”
  delivery service and Pay In Advance payment terms. *** ********* additionally utilizes
  an Energy Assistance program for payments.
  *** *********** concern relates to a delivery delay.
  A review of this customer’s account indicates that on January 27, 2023 *** *********
  ordered a propane delivery. At that time she informed Ferrellgas that she was out of gas.
  *** ********* 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, we recommend that a
  Will-Call customer contact Ferrellgas no less than 7 business days before they will need a
  delivery or when their tank is at 30%.
  Additionally, *** ********* utilizes an Energy Assistance program for funding of her
  propane orders. Ferrellgas must receive a written pledge from Energy Assistance with the
  dollar amount that they are pledging to the account. We cannot create an order until that
  pledge is received or the customer pays in advance. Once the pledge for *** *********’s
  order was received from Energy Assistance, a delivery was created in our system. ***
  ********* received her propane delivery on Tuesday, February 7, 2023, six (6) business
  days after placing her order.
  Ferrellgas strives to provide best-in-class customer service, and we regret that ***
  ********* did not feel she received that level of service. We want her to know that we
  are committed to meeting our customers’ needs and our teams are working very hard to
  accommodate each customer. 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:02/02/2023

  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.

  Placed an order for 200 gallons of propane on Jan 6th when my tank reached 40%. Was given a 2 week delivery window and on Jan 19th the delivery driver drove into my driveway, never left the truck, and left my property. I was later informed I needed to clear a path to the propane tank and my initial order was cancelled and a new order was placed on Jan. 19th. The updated delivery date of February 2nd was provided. I promptly shoveled the snow and provided a clear pathway from the driveway to the tank. After clearing the path I noticed my tank was at 35% and added another 25 gallons to my order. Numerous calls were placed but on February 2nd I called an confirmed the order was out for delivery. The order was never delivered and this evening a new delivery date of February 7th was provided. I cannot get adequate help with customer service. Either they are rude or cannot seem to make this delivery happen. Meanwhile I have cancelled a vacation for this weekend as I will have to feed the fireplace rather than run the furnace and I’m now running low on firewood. I’m concerned this delivery will continue to be pushed back and I will eventually run out of propane.

  Business Response

  Date: 02/03/2023

  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:
  Unfortunately, we cannot locate an account with the name *** ****** as a contact and due to
  customer privacy, we cannot provide customer information to a non-party.
  That said, we are currently not able to address *** ******** concerns. If she is able to be added
  to an existing account as a contact, we would certainly address the concerns at that time.
  Thank you,
  ***** ******
  *********

  Customer Answer

  Date: 02/03/2023

  I am the account holder and my full name is *** *** ***** ****** *** My account number is ********* and is under the name ***** ****** ******. They could also look up my account via my address but this is the kind of service I get from Ferrel Gas.

  Business Response

  Date: 02/09/2023

  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:
  *** ******** full name is not listed on his Ferrellgas account. Therefore, even if his account was
  located, it appeared that *** ****** was not listed as a contact and due to customer privacy
  policies, we could not provide a response for public viewing to a person(s) not listed on the
  account. That being said, we appreciate him providing us with the necessary information to
  address his concerns.
  *** ****** ordered propane on January 6, 2023. The delivery was skipped several times due to
  access issues. This area experienced high volumes of snow and precipitation during the month of
  January so auto dialer calls went out to customers like *** ****** stating to keep the path to their
  tank(s) as clear as possible for access purposes.
  Our Customer Agreement for Propane Sales and Equipment Rental (“Agreement”) states: “We
  may refuse to provide Service if we believe that we cannot safely make delivery due to conditions
  on or approaching your Property,...”.
  A new order was created on January 19, 2023 in our system. On February 8, 2023, Ferrellgas
  delivered 225 gallons to *** ******. Our notes indicate that upon delivery, the tank gauge read
  27% propane remaining. Post-delivery, the gauge read 72% propane remaining.
  We understand and sincerely regret the frustration this has caused *** ******. We want him to
  know that Ferrellgas is committed to meeting our customers’ needs and our teams are working
  very hard to accommodate each customer. 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.
  Thank you,
  ***** ******
  *********

• Initial Complaint

  Date:02/02/2023

  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.

  For years I have paid a $62.82 a year from a tank rental. This year I received a bill for $321.05. When I contacted Ferrell Gas to find out why, I was told I didn't order as much gas as they would have liked. I asked why I wasn't notified, and they said they didn't have to. At this point I requested my tank be returned and my account closed. It took 3 tries before it was closed.
  

  Business Response

  Date: 02/03/2023

  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 *** *******’* account reveals he commenced services with Ferrellgas in November
  2009; leased a 120-gallon propane container; chose “will call” delivery service and received Pay
  in Advance payment terms.
  *** ******* is concerned about an increase in tank rental and customer service.
  Our Master Agreement for Propane Sales and Equipment Rental, 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”.
  *** *******’s last propane order was in 2013. Therefore, his annual tank rental increased.
  However, upon the customer’s request to pick up the tank, the rental fee was removed from his
  account.
  Ferrellgas strives to provide best in class customer service and we regret that *** ******* did not
  feel he received such level of service. Thank you for bringing the customer’s concerns to our
  attention and we hope this brings the matter to a close. However, please contact me if you have
  questions.
  Thank you,
  ***** ******
  *********