Business Profile

Propane

Ferrellgas

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Important information

Customer Complaint:
This business profile reflects national complaint activity

Complaints

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

Customer Complaints Summary

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

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Submit a Complaint

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:02/01/2023
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 ordered 150 gal. of propane on Jan 24. with a promissed delivery of Monday the 30th. I knew and every weather person had predicted bad weather for Tuesday. I believed 6 days was plenty of lead time and had waited until my tank reached a prescribed level by the company. Calling on Monday, the response was that day or the next.
Needless to say the company's hesitation caused me to severly cut back on my use of propane so as to not drain my tank. I tried internet conversation to no avail. Phone calls are forwarded with no answer. We paid for propane to be delivered on a date and have yet to have delivery.
Business Response
Date: 02/06/2023
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 Mr. Robert’s consumer account reveals he commenced services with Ferrellgas in
January 2015; owns a 250-gallon propane container; chose “Will Call” delivery service and has
Pay In Advance payment terms.
*** *******’s concerns relate to a delivery delay.
A review of this customer’s account indicates that an on January 23, 2023 the customer ordered
propane from Ferrellgas. It is worth noting that we offer estimated delivery windows and ***
********* delivery window was end dated for January 31, 2023. *** ******* is a Will Call
customer. That means, in order for us to know that he needs propane, he has to contact us and all
Will Call orders are routed in the order that they come in. As you may be aware, *** ********* area
has experienced extreme winter weather resulting in high demand as well as making road
conditions and availability to access the customer locations major issues during this time. Ferrellgas
drivers are working hard to accommodate each customer request as quickly as possible.
Ferrellgas must make prudent judgment calls regarding the risks involved in sending our personnel
out on the road when weather conditions are less than favorable. Our Customer Agreement for
Propane Safety and Equipment Rental states the following in regard to this subject: “We may refuse
to provide service if we believe we cannot safely make delivery due to conditions on or approaching
your property, including unsafe road conditions...”
*** ********* order was delivered on February 3, 2023.
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.
Sincerely,
***** ******
Initial Complaint
Date:01/31/2023
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 propane heat and I have been with Ferel Gas Co. I ran outta gas below 5 percent a week ago and I called and told customer service that I ran out of fuel. The morning I ran out of fuel there was also a huge winter storm with temps in the 0 digits. The lady who I spoke with told me I only had 209.00 dollars for act balance and I would need 325 to be able to get my gas tank filled with ANY gas. I informed her that I was on energy assistance and I don't have any more money for that. I explained the winter storm coming in and she basically said I don't know what to say or do and for me to get more money and call back. Well I did that, that day and I still as of me doing this so not have gas and there's a another winter storm coming in tonight. I can see my breath sitting on my couch.
Business Response
Date: 02/02/2023
February 2, 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:
A review of Ms. ******’s consumer account reveals she commenced services with
Ferrellgas in January 2018; owns a 350-gallon propane container; chose our “Will Call”
delivery service and utilizes an Energy Assistance program for payments.
Ms. ******’s concern relates to a delivery delay.
A review of this customer’s account indicates that on January 27, 2023 Ms. ******
ordered a propane delivery. At that time she informed Ferrellgas that she was out of gas.
Ms. ****** 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, Ms. ****** 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. The pledge was received late in the
day on Friday, January 27 and a delivery was created in our system on the morning of
Monday, January 30. Ms. ****** received her propane delivery on Wednesday, February
1, three (3) business days after placing her order.
Ferrellgas strives to provide best-in-class customer service, and we regret that Ms. ******
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 Ms. ******’s concerns to our attention. Please contact me with
any questions or further concerns.
Sincerely,
***** ******
*********
Initial Complaint
Date:01/29/2023
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 prepaid Ferrellgas for my frequent propane deliveries for my home. Ferrellgas has stolen my money and heap federal money also from me ! I’m out of propane and I paid in full for a tank full on the 16th of January 2023 Ferrellgas rudely cancelled the delivery stole the heap money and left me hanging ! Oh I forgot the Elk Grove office with criminals **** and **** beware of this company they are fleeing Americans from coast to coast and ***** * Ferrell is in in on it to he hasn’t stopped this ongoing fraud and embezzlement! I want $666.00 dollars back from Ferrellgas yesterday . Then come and take your tank off Jen I have used what’s in the tank . OR PAY me FOR THE 7 long months of lying to keep my money ! Now Ferrellgas to jerking me around again after I ordered and paid in full for a delivery !! Put **** **** and ***** in jail where they belong
Business Response
Date: 01/31/2023
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 propane order and proper reimbursement.
The customer’s account reveals that she commenced services with Ferrellgas in October
2019; leases a 250-gallon propane container; receives Will Call delivery services and Pay
In Advance payment terms.
On January 16, 2023, *** ****** ordered propane from Ferrellgas. After multiple
harassing calls from the customer regarding her delivery order, our Customer Service
Manager informed *** ****** that Ferrellgas would be terminating service with her. Per
our Customer Agreement for Propane Sales and Equipment Rental (“Agreement”),
“Service may be terminated under this Agreement without cause by either you or us by
delivering written notice ten (10) days prior to termination.”
In addition to the above, *** ****** is not meeting our Minimum Volume Requirement.
The Agreement states: “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...”. *** ********
order history (January 2022-January 2023) is below.
On or about January 25, 2023, *** ****** called Ferrellgas Customer Service and
threatened violence against our employee(s) as well as sending a threatening email to our
Customer Support. A Notice of Termination letter was mailed via ***** to *** ****** on
January 30, 2023, informing her that we were terminating service and would arrive to pick
up our asset on February 22, 2023. Due to the nature of *** ******** previous
correspondence, law enforcement will be notified and requested to assist if deemed
necessary.
A review of this customer’s account indicates all funds that Ferrellgas received were paid
by a state Energy Assistance program. Therefore, the total of that payment was returned
to the state agency in January 2023. *** ******** account has a zero balance and will be
closed.
Thank you for bringing *** ******** concerns to our attention. I hope the above resolves
any remaining questions or concerns.
Thank you,
***** ******
Initial Complaint
Date:01/27/2023
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.
See attached letter and documents. I am requesting a refund of the $139.14 that I was charged when the technician came back out to turn my gas back on that he had previously turned off.
Business Response
Date: 01/30/2023
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 *** *****’s consumer account reveals she commenced services with Ferrellgas in
October 2023 and owns a 1000-gallon propane container.
*** ******* concern relates to billing.
A review of this customer’s account indicates that on October 20, 2022, Ferrellgas completed a
standard safety inspection on *** *****’s tank prior to filling with propane. Our notes indicate
that the Ferrellgas technician replaced only two bolts on the tank’s gauge to stop a leak and the
customer was charged for the parts. No notes indicate that there were any further parts or labor
needed.
The customer states that on or about November 7, 2022, her furnace was running but not blowing
heat so she contacted an HVAC technician who replaced the pilot light and burners. However, the
furnace would still not light. At that time, she contacted Ferrellgas once again. On November 22,
2022, a Ferrellgas technician arrived and determined that this time, no pressure was coming from
the regulator. He adjusted the regulator and the furnace worked properly.
Our Customer Agreement for Propane Sales and Equipment Rental (“Agreement”) states: “If you
own the Tank, you are solely responsible for the inspection or maintenance of the System.”
Additionally, the Agreement encloses our Current Charges List which includes Service Work
Charges. *** ***** was charged accordingly.
Thank you for bringing the customer’s concerns to our attention. Please contact me with any
questions or further concerns.
Initial Complaint
Date:01/24/2023
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.
We had a tank rented from Ferrell Gas at our property. It has not been used over last 2 years, so in 5/22 we requested that it be removed and account closed. It was removed in early June. We were billed for rental of the tank for 2022-23. Called company in 6/22, again 8/22 and request charge for rental of tank be removed. Told it would be, would take time to “flip it” and ignore future bills and account has $0 balance. Continued to receive bills so called 11/22 and told OK, will fix, thanks and don’t pay the bills. 1/9/23 received threatening letter from company accusing us of ignoring requests for payment. Called again and transferred to another person who said need to pay with late changes. Continued calls to company have resulted in unable to find account and conflicting information concerning tanks rented, account balance and status and whether payment needs to be made. End result is that we are now being told 8 months later that we owe tank rental on a tank which was removed from our property at the beginning of the rental period. Despite numerous calls and discussions with company representatives who told us we don’t owe tank rental, the company is now trying to collect it.
Business Response
Date: 01/25/2023
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:
*** ******** concern relates to rental billing.
Ferrellgas billed out rental fees in April 2022. On May 31, 2022, the customer requested a tank
pickup which was completed on June 8, 2022. Our Customer Agreement for Propane Sales and
Equipment Rental states: “Rental payments will not be credited, refunded, or prorated if service
terminates before the lease term expires.” However, in an effort of good faith, we have removed
the rental fee and finance charges from *** ******** account and our Customer Service Manager
will reach out to the customer today to apologize for the frustration this has caused *** ******.
Ferrellgas strives to provide best-in-class customer service and we sincerely regret that the
customer did not receive such level of service. Please contact me with any questions or further
concerns.
Thank you,
***** ******
Paralegal
Customer Answer
Date: 01/30/2023
[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:01/24/2023
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.
I called to ask for propane delivery . They said there was a red flag on my account but did not know why. After 14calls I learned there was no reason for red flag and they could deliver . Then they claimed they ran out of propane and could not deliver . Now they say they cannot get to tank . I am at risk of running out of heat and they are non responsive . Address of property ***** ********* ***** *** ***** ********
Business Response
Date: 01/30/2023
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 commenced services with Ferrellgas in
September 2022; leases a 500-gallon propane container; chose our “Will Call” delivery service and
Net 30 payment terms.
*** ********* concern relates to a delivery delay.
On November 18, 2022, *** ********* system was red-tagged when the furnace would not light.
Ferrellgas was not informed that the furnace was repaired until after *** ******* ordered a propane
delivery on January 16, 2023. Delivery was attempted on January 24, 2023 but the snow covered
roads prevented safe access. On January 26, 2023, *** ******* received her propane delivery. Upon
delivery, the tank gauge read 20% remaining.
Thank you for bringing *** ********* complaint to our attention and we hope this resolves her
concerns. Please do not hesitate to contact me with any questions or further concerns.
Sincerely,
***** ******
Customer Answer
Date: 02/02/2023
[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: ********

I am rejecting this response because:

The tank that Ferrellgas owns AND maintains was red flagged for valve issue without communication to me. This delayed my ability to get a gas refill.
To resolve this delay took me 15 emails and numerous calls and I had to pay $150 to get overnight delivery.
Ferrel gas should refund the $150 as this was there error.
Also it should never take 15 emails and calls to resolve a customer service issue.
Regards,

******** *******
Business Response
Date: 02/03/2023
The consumer complaint response 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:
A review of *** *******’s consumer account reveals she commenced services with Ferrellgas in
September 2022; leases a 500-gallon propane container; chose our “Will Call” delivery service and
Net 30 payment terms.
*** *******’s concern relates to a delivery delay.
On November 18, 2022, *** *******’s system was red-tagged when the furnace would not light.
Ferrellgas was not informed that the furnace was repaired until after *** ******* ordered a propane
delivery on January 16, 2023. Our Customer Agreement for Propane Sales and Equipment 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,”. Ferrellgas had no way of knowing that the
furnace was fixed until *** ******* or the contractor informed us.
Delivery was attempted on January 24, 2023 but the snow covered roads prevented safe access. On
January 26, 2023, *** ******* received her propane delivery. Upon delivery, the tank gauge read
20% remaining. In an effort of good faith, a waiver of the Emergency Delivery fee from ***
********* account has been initialized.
Ferrellgas strives to provide best in class customer service and we regret that the customer 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 complaint to our attention and we hope this resolves her
concerns. Please do not hesitate to contact me with any questions or further concerns.
Sincerely,
***** ******
Paralegal
Customer Answer
Date: 02/05/2023
[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:01/19/2023
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 ordered heating propane when my tank got to 30 percent like what there guidelines says to do. Prepaid for the propane on 01/06/2023 with a promised delivery date of 01/16/2023 I still don’t have propane and I ran out of it on 01/17/2023 so I have had no heat since then. I have called them several times stating that I ran out of heating propane for my furnace not getting anywhere the dates I called them are the following. I called on 01/16/2023 to let them know we we’re getting low, 01/17/2023 several times saying that we were out and had no heat, 01/18/2023 asking when they were going to come, and 01/19/2023 asking again when they were coming and making sure they knew we are without heat.
Business Response
Date: 01/23/2023
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 2021; owns a 500-gallon propane container, chose our “Will Call”
delivery service and Pay In Advance payment terms.
*** ******’s concerns to relate to a delivery delay.
This area experienced winter storms that backlogged much of the Service Center’s
deliveries. *** ******’s delivery was attempted on January 16, 2023 but icy and snow-
covered roads prevented the completion. Our system indicates that *** ****** received
his delivery on January 20, 2023. We understand the frustration the customer feels, and
we sincerely regret the delay he experienced with his delivery. Ferrellgas must make
prudent judgment calls regarding the risks involved in sending our personnel out on the
road when weather conditions are less than favorable. Our Customer Agreement for
Propane Safety and Equipment Rental states the following in regard to this subject: “We
may refuse to provide service if we believe we cannot safely make delivery due to
conditions on or approaching your property, including unsafe road conditions...”.
Thank you for bringing *** ******’s concerns to our attention. We know that *** ******
owns his tank and can go anywhere for his propane needs and we appreciate his
patronage. I hope the above resolves any remaining questions or concerns. Of course,
please do not hesitate to contact me.
Thank you,
***** ******
Paralegal
Initial Complaint
Date:01/11/2023
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.
They delivered gas to my home the gas truck got stuck in my yard now I have big tire tracks in my yard and they had to be towed out by a tow truck I have called them many of times and it's been over a month now and have not gotten any response back my yard has a big craters in it and the water is sitting in the holes that the truck created and all they can tell me is they're reported to the risk management team and no one has called me back this actually happened in December of 2022. I also have pictures of the truck in my yard them towing the truck out of my yard with the tow truck and the man taking pictures of the damage. I want them to pay to fix my yard back like it was and I would like an apology for not returning my call and for not valuing me as a customer.
Business Response
Date: 02/07/2023
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:
*** ******* concerns to relate to damage.
A review of this customer’s account indicates that upon delivery of the customer’s recent
propane order, her yard was damaged. It is my understanding that after the damage claim
process was completed, Ferrellgas repaired the yard and *** ***** was satisfied.
Ferrellgas strives to provide best-in-class customer service and we sincerely regret that
*** ***** did not feel she received such level of service.
Thank you for bringing the customer’s concerns to our attention. I hope the above
resolves any remaining questions or concerns.
Initial Complaint
Date:01/11/2023
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 checked my tanks gauge on December 18th and it read 56%. I ordered my tank filling. I then got a bill for $565 on Dec 20th saying they had delivered 190 gallons. I then checked the tank which should have been reading 80% but no it still reads 56%. I obviously think the gauge is wrong or they filled someone else tank. I immediately call and leave numerous messages as I am worried about running out of gas. Someone eventually comes out on Jan 6th, tells us he doesn't think it's the gauge and to wait till we have it filled again and he will come look, and in the mean time the manager will call. He hasn't called so we still don't know what has happened. In the meantime we paid the bill, but for what, because I think we have been duped out of 190 gallons and no one is doing a damn thing about it as usual. They are hard to get a hold of and this is making me sick with worry.
Business Response
Date: 01/16/2023
Subject: ****** ***** - Complaint # ********
The consumer complaint filed by Ronald Adair 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 *** ******* consumer account reveals he commenced services with Ferrellgas in
November 2020 and leases a 1000-gallon propane container.

On December 16, 2022, *** ***** placed a propane order informing Ferrellgas that his tank gauge
read 56% remaining. On December 20, 2022, Ferrellgas delivered 190.2 gallons. Unfortunately,
the propane was not delivered to *** ******* tank but to another Ferrellgas customer’s tank
nearby. Upon realizing the error, a reimbursement of $589.32 to *** ***** has been initialized. It
is my understanding that our Customer Service advised *** ***** of the error and reimbursement.
Ferrellgas strives to provide best-in-class customer service and we sincerely regret that the
customer did not receive such level of service. We apologize for the oversight and the relevant
field has been notified. Please contact me with any questions or further concerns.
Thank you,
***** ******
Paralegal
Customer Answer
Date: 01/21/2023
[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: They eventually called us and my husband asked for a refund of the $589.00 to his credit card that he paid with, and told her to cancel out our account as we are switching companies as soon as our tank is empty. A week later we find that not only have they not cancelled our account, but credited it with $589.00 off our next fill up. We are not having a fill up. We want the money refunded for the 190 gallons that someone else has, we would like it refunded to the original payment method, and we want the account closed. We have since put a lock on our tank so they cannot fill it, as we do not trust them. Their customer service is taking no notice as usual. They have not fulfilled their agreement in any way.

Regards,

****** ***** *****
Business Response
Date: 01/23/2023
Subject: ****** ***** - Complaint # ********
The consumer response rejection filed by ****** ***** has been forwarded to the Ferrellgas Legal
Department for investigation and comment. I have completed my investigation and offer the
following response:
The credit on the customer’s account has been removed and a request for a refund has been
initialized. *** ***** should expect his credit card to reflect the refund in 7-10 business days.
Ferrellgas strives to provide best-in-class customer service and we sincerely regret that the
customer did not receive such level of service. We apologize for the oversight and the relevant
field has been notified. Please contact me with any questions or further concerns.
Thank you,
***** ******
Paralegal
Customer Answer
Date: 01/29/2023
[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:01/09/2023
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.
Ordered gas December 26 to make sure there was enough time to get it filled. Payed for gas on December 27th And was scheduled and told it would be filled by Friday January 6th they neglected to show up by Friday my wife had a 3 way call between 2 employ’s 1 office lady and a driver. The driver got out of line and mouthy with my wife and then hung up after saying he wouldn’t deliver Friday the office lady claimed we would have enough gas until Monday the 9th and we would be first to get gas we were informed the 9th that there was no record of us being put first but we ran out of gas Sunday morning the 8th I have 3 kids in my house with no gas to heat it and it’s 30 degrees outside now idk when I’m getting gas on Monday the 9th and still have no gas they said I wasn’t a priority it was by closest distance to farthest even though they left us with no gas and no heat also all calls are supposed to be recorded for there records.
Business Response
Date: 01/09/2023
January 9, 2023
Subject: ***** ********** -- Complaint #********
The consumer complaint filed by *** ********** has been forwarded to the Ferrellgas
Legal Department for investigation and comment. I have completed my investigation,
talked to relevant field personnel, and offer the following response:
A review of *** **********’s consumer account reveals that he commenced services with
Ferrellgas in November 2022; owns a 250-gallon propane container; chose Will Call
delivery services and Pay In Advance payment terms.
*** **********’s concerns relate to a delivery delay.
Our records reveal that when the customer called Ferrellgas to order propane he indicated
that his tank read 18% 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, in which the customer is a
party to, we recommend that a Will-Call customer contact Ferrellgas when their tank is no
less than 30% to alott ample time for delivery prior to the customer running too low on
propane, especially during the cold winter months when delivery demand will likely run
higher.
On January 9, 2023, Ferrellgas delivered the propane order. Our Customer Service
Manager spoke to the customer today and in an effort of good faith, has initialized a $50
credit to the account.
Thank you for bringing the customer’s concerns to our attention and we hope that this
brings the matter to a close. Please let me know if you have any questions or further
concerns.
Thank you,
***** ******
Paralegal

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Ferrellgas is NOT a BBB Accredited Business.