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

• 

  Ferrell Gas

  3601 Francis Scott Key Hwy Taneytown, MD 21787-1505

• 

  Ferrellgas

  655 Ellicott St Batavia, NY 14020

• 

  Ferrellgass, L.P.

  5859 State Rt 31 Verona, NY 13478

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:01/04/2023

  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.

  We have a contract with Ferrell gas to keep our propane tank full they have not fulfilled their contract by keeping the tank full. I have called over and over asking for a delivered every 3 weeks, I have called over and over begging for a delivery, I have asked for a supervisor to call no one has called I have sent email no one has responded. The last call on January 4th 2023 I threatened to roll their propane tank down the hill, I know that was inappropriate and I should not have threatened but I need help, no one at Ferrellgas cares that our tank is empty no one cares that we needed propane.

  Business Response

  Date: 01/16/2023

  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
  August 2019 and leases a 120-gallon propane container.
  *** ********’s concern relates to her delivery service timeframe, a delivery delay and customer
  service.
  *** ********’s account is set up to use a demand forecasting algorithm based on her prior usage
  history to automatically schedule deliveries. Based on *** ********’s usage for the past two years,
  a delivery every three weeks would be excessive, except during times of dramatic weather
  conditions that may result in usually high usage at which times we suggest that customers inspect
  their propane supply level often.
  As previously stated, Ferrellgas made three delivery attempts between December 23, 2022 and
  January 4, 2023 but due to road conditions, our attempts were unsuccessful. Ferrellgas must make
  prudent judgment calls regarding the risks involved in sending our personnel out on less than
  favorable roads. Our Customer Agreement for Propane Safety and Equipment Rental
  (“Agreement”) 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...”.
  Our notes indicate that on January 4, 2023 *** ******** requested a tank pick up. On January 11,
  2023, the customer cancelled her tank pick up and ordered a delivery of propane. Ferrellgas was
  able to safely deliver *** ********’s order on January 13, 2023.
  Ferrellgas strives to provide best in class customer service and we regret that the customer did
  not feel she received that level of service. The relevant field has been notified.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.
  Sincerely,
  ***** ******

  Customer Answer

  Date: 01/17/2023

  [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: 18686189
  
  
  
  I am rejecting this response because: All I want is for someone to call me so I can get my gas delivered every 3 weeks, like I had in ******** I have sent emails I have asked for someone to call me and no one will call me. They only tried to deliver 1 time because my road was not plowed, I asked for a supervisor to call me before I rolled the tank down the hill, I got a call from someone that asked if I wanted my tank pick up and I told him no, I just wanted my gas delivered every 3 weeks, he told me he would talk to his supervisor and call me back, he never called me back. All I want is to get my gas delivered every 3 weeks in the winter and I would be very happy! 
  
  
  
  Regards,
  
  
  ******** ********

  Business Response

  Date: 01/23/2023

  Subject: ******** ********* Complaint No. ********
  The consumer 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:
  
  On January 24, 2023 our Customer Service Manager spoke with *** ******** in regard to her
  request for a delivery every three weeks due to the lower cost if less gallons of propane needed.
  The customer understood the necessity to be efficient with deliveries and any access issues there
  may be during the winter months. That being said, our Customer Service Manager recommended
  our Budget Billing program so that she may know how much to pay each month and budget for
  that amount. *** ******** will discuss this option with her husband and let us know what they
  decide. Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.
  Sincerely,
  ***** ******

  Customer Answer

  Date: 01/23/2023

  [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:
  
  As I have stated all I want is for someone to call me a manager a supervisor someone to call me in regards to this account, I understand the driver could not make it because of the road condition I don't even care that he did not make it, in the winter months we need propane every 3 weeks! I really just want to talk to someone over the phone if Ferrellgas agrees to call me then I will drop my complaint with the Better Business Bureau.
  
  Regards,
  
  ******** ********

  Business Response

  Date: 01/24/2023

  The consumer 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:
  
  On January 24, 2023 our Customer Service Manager spoke with *** ******** in regard to her
  request for a delivery every three weeks due to the lower cost if less gallons of propane needed.
  The customer understood the necessity to be efficient with deliveries and any access issues there
  may be during the winter months. That being said, our Customer Service Manager recommended
  our Budget Billing program so that she may know how much to pay each month and budget for
  that amount. *** ******** will discuss this option with her husband and let us know what they
  decide.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.
  Sincerely,
  ***** ******
  Paralegal Response attached.

  Customer Answer

  Date: 01/24/2023

  [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:01/04/2023

  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.

  We have been trying since Dec 17th 2022 to get Ferrellgas to make a delivery, first time, suppose be done the 23th of Dec, now they say today Jan. 4th. Because the weather is bad, they say, maybe not, plus customer service says last day for gas. We are at 20% now, We are getting very nervous,, cry alot. Talked to a *****, *****, ******, ****** is the one l just got off the phone with, saying if can't deliver today, will have to wait another week, by then we'll be froze, living in Moblie Home, not good to have temperature so low, at 60 degrees in here , too cold. Soon will become an emergency. HELP if you can, please. My husband has health issues.
  
  Thank You, ******** and *** ****** 
  Phone number is ************

  Business Response

  Date: 01/04/2023

  The consumer complaint filed by *** ****** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation, talked to
  relevant field personnel, and offer the following response:
  A review of *** ******’s consumer account reveals that she commenced services with us
  in May 1996 and leases a 500-gallon propane container.
  *** ******’s concerns relate to a delivery delay.
  On December 16, 2022, *** ****** informed Ferrellgas that she had 30% remaining in her
  tank and would need a propane delivery. Ferrellgas has made multiple attempts to deliver
  propane to *** ******’s tank; however, her driveway is too snowy and narrow to get a
  bobtail truck in to deliver. On January 4, 2023, our District Manager attempted to drive up
  the customer’s driveway in a four-wheel drive vehicle and got stuck. Attached are the
  pictures he took. At that time, he informed the customers that once the driveway is bladed
  and wide enough for our bobtail to safely drive up, Ferrellgas will deliver the propane as
  quickly as possible. As of today’s date, the customer has 20% remaining in her tank.
  Thank you for bringing the customer’s concerns to our attention. Please let me know if you
  have any questions or further concerns.
  Thank you,
  ***** ******
  Paralegal Response attached.

• Initial Complaint

  Date:01/03/2023

  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 contacted my propane supplier, Ferrellgas, via phone on December 16, 2022 **************. My propane tank was reading at just over 30% full and I wanted to request a fill. The customer service representative took my information and told me that the tank would hold 250 gallons, and I agreed to have 250 gallons delivered.
  
  On December 16, 2022, at 1:17pm, the customer service representative accepted my Mastercard payment of $626.15. I had a credit on my account at the time for $62.59. The total amount that I paid on 12/16/22 was $688.74. The customer service representative advised me that the propane would be delivered within 10 days.
  
  On December 31, 2022, 15 days after the purchase, the propane had still not been delivered. My tank was reading at 10% full. I was not able to contact a live Ferrellgas representative, so instead submitted a question through their automated online question tool. I essentially asked them what was going on with my delivery. On January 2, 2023, I still had not heard from Ferrellgas, and still could not contact a live representative, so again submitted a question through their automated online tool.
  
  On January 3, 2023, I contacted Ferrellgas via phone at 8:45am. I spoke to a customer service representative who informed me of the following:
  
  - There was an error in Ferrellgas's system that had cancelled my delivery
  - Neither she nor her manager could figure out what had occurred
  - Someone should have contacted her when the system had cancelled the delivery and they had not
  - They are very busy with deliveries and will try to have my propane delivered within the next 2-3 days
  - Because the tank is reading 5% full, I should shut my furnace and water heater off and use electric heaters so nothing gets damaged (I don't own electric heaters, she recommended contacting family friends)
  
  This is unacceptable, I ordered and paid for my propane 18 days ago. It is the middle of winter, I'm supposed to shut my furnace off? Not acceptable.

  Business Response

  Date: 01/06/2023

  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:
  *** *********’s concerns relate to a delivery delay and customer service.
  On December 27, 2022, Ferrellgas attempted to deliver the customer’s propane order but
  weather conditions forced the driver to skip the delivery. It is my understanding that the
  driver inadvertently marked the order as cancelled rather than skipped. Upon notification
  of the cancelled order, a new order was created on January 3, 2023 and *** *********’s
  propane was delivered on January 5, 2023. At the time of delivery, the customer’s tank
  read 8% remaining.
  *** ********* states that he was told to turn off any gas appliances and use another source
  of heat. Ferrellgas agrees with the customer that this advice is unacceptable. The relevant
  field personnel have been notified and measures will be taken that this does not happen
  again.
  Ferrellgas strives to provide best-in-class customer service and we sincerely regret that ***
  ********* did not receive such level of service.
  Thank you for bringing the customer’s concerns to our attention. Please let me know if you
  have any questions or further concerns.
  Thank you,
  Katie Graham
  Paralegal

• Initial Complaint

  Date:12/30/2022

  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.

  My Ferrellgas account #********* was opened 10/16/2020 at **** ****** **** **** in Lisman, Alabama. I paid $312.00 for tank rental, included fill of that tank with 100 gallons of propane. My plans to refurbish the house at that location did not go through, so the tank nor the propane was used. I phoned Ferrellgas 9/23/2022 and requested that the tank with propane be returned and my account closed. The tank is still full now and when I requested on September 23. 2022 that the tank with the propane contents be returned to Ferrellgas. I phoned several times in October to determine when the propane tank and propane would be picked up and was finally told it would be the beginning of December 2022. I phoned in November 2022 to see if Ferrellgas could pick the tank up sooner, and was told no. Now, it’s December 30, 2022 and it still hasn’t been picked up. In addition there are rental charges totaling $105.13. Please help get the propane tank with its contents picked up by Ferrellgas. I do not think I should be charged anything because Ferrellgas can resale the tank and the propane.

  Business Response

  Date: 01/09/2023

  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
  the relevant field personnel, and offer the following response:
  The customer’s concerns relate to a tank pick-up request and reimbursement(s).
  A review of *** *********  consumer account reveals she commenced services with
  Ferrellgas in August 2020, owns a 250-gallon propane container, leases another 250-gallon
  propane container, chose Will Call delivery services and Pay in Advance payment terms.
  
  In October 2020, *** *******  requested a set of the above-mentioned leased tank. In
  September 2022, *** ******* requested that same tank be picked up and a reimbursement
  made. Below is a timeline of the customer’s account payments, waivers and
  reimbursements.
  We regret that the customer was dissatisfied with the communication with Ferrellgas.
  Ferrellgas strives to provide excellent service to every customer, and we regret that ***
  ******* did not feel she received that level of service. Her concerns have been relayed to
  the relevant field personnel.
  Thank you for bringing the customer’s concerns to our attention. We wish her well in the
  future. Please contact me if you have any questions.
  Thank you,
  ***** ******
  Paralegal

  Customer Answer

  Date: 01/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. Today is 1/18/2023 and tank has not been picked up yet. Ferrellgas assured me it will be picked up 1/26/2023. Ferrellgas phoned me 1/13/23 and rescheduled pickup to 1/26/2023   My acceptance is contingent on the company picking up the propane tank on 1/26/2023 as Ferrellgas rescheduled. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:12/30/2022

  Type:Product 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.

  after placing a order and paying using a credit card I canceled the order but they tell me it will take 6 to 8 weeks to reimburse my credit card. it took only 3 minutes to charge the card ...why so long to refund the same card???

  Business Response

  Date: 01/03/2023

  Response attached.
  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
  the relevant field personnel, and offer the following response:
  A review of *** ******* consumer account reveals she commenced services with
  Ferrellgas in December 2007, owns a 250-gallon propane container and chose Will Call
  delivery service.
  *** ******* concerns relate to a refund.
  *** ***** recently cancelled a propane order and requested a refund. Our records indicate
  that our Customer Service Specialist provided the customer with incorrect information. ***
  ******* refund was completed on December 29, 2022. She can expect to receive her refund
  within 5-7 business days. For training and informational purposes, this complaint has been
  forwarded to the relevant field personnel.
  Thank you for bringing the customer’s concerns to our attention. Please contact me if you
  have any questions or further concerns.
  Thank you,
  ***** ******
  Paralegal

• Initial Complaint

  Date:12/30/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 9th, 2022 Ferrellgas delivered to *** * ******** ** 166..4 gals of propane to this address. We dont deal with Ferrellgas anymore since last year. They have not brought us any gas since March 23, 2021. When I saw the truck in my yard it was too late as they had already put in the gas. I asked them why were they here as I havent dealt with them going on two years. The driver said we were on the list or we requested it. We certainly di not request as we are dealing with another company that has a better price. We told the driver that we didnt want the gas and they could come back and pump it out. We have already prepaid our gas bill for this year through the other company. He told me the manager will be in touch with us. We have not heard anything from a manager. We got a bill for $660.99 on Dec. 13, 2022. I have called the office and the customer service person said they would give it to the manager. I have still heard nothing. She also said that the tank belonged to them. I informed them as I have while dealing with them that the tank we have we have had since late 70"s or early 80"s We are elderly my husband is an amputee and I have just been diagnosed with Breast Cancer. We do not have the money to pay this bill as we did not request this gas. Neither do we want our credit to be affected through something we had no control over. Thank you for your assistance. **** ** ******

  Business Response

  Date: 12/30/2022

  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
  the relevant field personnel, and offer the following response:
  A review of *** ******’s consumer account reveals she has our Keep Full delivery service
  and Net30 payment terms.
  *** ******’s concerns relate to a recent propane delivery.
  *** ****** was on our “Keep Full” program in which we will deliver propane to her from
  time to time on our schedule when we believe that delivery is appropriate. On December
  8, 2022, an auto order was created for *** ******’s tank and on December 9, 2022 we
  delivered 166.4 gallons. It is my understanding that the customer previously informed
  Ferrellgas that they wished to cancel service but that note did not make it into our system.
  Therefore, we have initialized the removal of her most recent delivery from her account
  and she may keep the propane in the tank. We will then close the customer’s Ferrellgas
  account.
  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. Of course, please do not hesitate to
  contact me.
  Thank you,
  ***** ******
  Paralegal

  Customer Answer

  Date: 12/30/2022

  [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: I have not received any adjustments or anything from this company. I don’t deal with them anymore and did not ask for this delivery 
  
  Regards,
  
  **** ******

  Business Response

  Date: 01/03/2023

  Response attached.January 3, 2023
  Complaint Specialist
  BBB of Greater Kansas City
  Subject: **** ****** —Complaint# ********
  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:
  *** ******** rejection states she has not received an adjustment.
  As previously stated, we have initialized the removal of charges from the delivery made
  in error. She may keep the propane in her tank at no charge and we will close her
  Ferrellgas account.
  Thank you for bringing the customer’s concerns to our attention. I hope the above
  resolves any remaining questions or concerns. Of course, please do not hesitate to
  contact me.
  Thank you,
  ***** ******
  Paralegal

  Customer Answer

  Date: 01/05/2023

  [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:12/29/2022

  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 placed a order for propane on 12/16/22 it was scheduled for delivery on 12/27/22 the drive never call or management.
  12/28/22 call customer service 5 times to find out where my order is because my house is down to only 5% left in the tank that feed my house for heat. the customer service rep talked to the manager and promise to have it delivered on the 12/29/22 by noon. at 3:15pm I started calling and asking where it is and they keep telling me it on its way. I called 15 times till 5pm when there phone shut off. I requested district manager to call me back at 3:15pm and was told he would call me back admittedly and never did. I also ask to talk to customer service managers always on the phone and would return my call and never did. They would not contact the driver to find out where he is with my propane delivery. The customer service only wanted to get me off the phone without helping me get propane to heat my home. My generator that powers my home also runs off of propane so we also have no power. NO ONE CARES AT THIS COMPANY.

  Business Response

  Date: 01/03/2023

  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 us
  in April 2021 and leases a 250-gallon propane container.
  *** ********** concerns relate to a delivery delay and customer service.
  Our records reveal that when *** ******** called Ferrellgas to order propane he indicated
  that his tank read 5% propane remaining. At that time, *** ******** was 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 ***
  ******** is a party to, we recommend that a Will-Call customer contact Ferrellgas when
  their tank is at 30%, especially during the cold winter months.
  On December 29, 2022, Ferrellgas attempted to deliver propane to *** ********; however,
  the dirt road to the property was too muddy for the bobtail truck. On December 30, 2022,
  Ferrellgas arrived in a four-wheel-drive vehicle with a 120-gallon tank so that the customer
  would have propane immediately.
  Ferrellgas strives to provide best-in-class customer service and regret that *** ******** did
  not feel that he received such level of service. We value his patronage and look forward to
  serving his propane needs in the future.
  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,
  Katie Graham
  ParalegalResponse attached.

  Customer Answer

  Date: 01/03/2023

  12/15/22 I placed a order when my tank was at 40% not at 5% on the 12/29/22 that's when it became a emergency.  The first delivery scheduled for the 12/27/22 in perfect dry condition also everyday prior to this day but never showed up or called.  Called customer service on the 12/28/22 to find out what happened to my delivery they rescheduled it 12/29/22 before noon because of the break in weather and this is a record conversation. 12/29/22 it was never delivered do to the driver showing out late in the afternoon when it was snowing. the district manger finally call me back after asking for a call back to figure something out. Manager even said the 12 plus day to deliver was way to long to get someone out to fill my tank. The district manager set up the deliver of a extra tank to get me by on 12/30/22 before the next storm rolled in thanks to him. we also set up to upgrade my tank to a 500 gallon on 1/10/23.
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***** ********

  Customer Answer

  Date: 01/05/2023

  [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:12/29/2022

  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.

  We move into a rental house on November 1st. On December 17th I called Ferrellgas because I thought was a leak and I need a fill up on propane. December 20th a service member arrived at my house and found that there was a leak in my stove. The fuel truck never arrived. We got a new stove the next and had it installed and also called to see where this fuel truck was as we were at 10% of fuel. We kept dealing with customer support people in Louisiana telling us how warm it was there and how they didn't have to worry about that has is was -39° out with the wind chill. We ran out of heat on the 22nd of December. We asked for managers never got calls back and rude customer service all around. We call on the 23rd to get told that it's now going to be 7 days until they can deliver fast forward to yesterday December 28th. We call 3 times to confirm our delivery as we have been out of heat for 6 days and we were told each time the driver was in route. The driver never showed up, still have no heat they took $480.26 out of our account but are not delivering us fuel. Can't speak to a manager and no one is willing to help us get to the bottom of this.

  Business Response

  Date: 12/30/2022

  Response attached.

  December 30, 2022
  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 *** ********** consumer account reveals that she commenced services with
  us in October 2022, leases a 500-gallon propane container with Will-Call delivery service
  and Pay in Advance payment terms.
  *** ********** concerns relate to a delivery delay.
  Our records indicate that *** ******** called regarding a leak in her system and needing
  a propane delivery as her tank gauge read 10% remaining. *** ******** 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, in 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%,
  especially during the cold winter months.
  On December 20, 2022, Ferrellgas found a leak in *** ********** stove. Due to safety
  regulations, we cannot deliver propane to a leaking system but we would route and deliver
  the order once the stove was repaired. On December 21, the customer advised Ferrellgas
  that a new stove was installed. On December 29, 2022, six (6) business days after the order
  was created, *** ********** received her propane delivery.
  Ferrellgas strives to provide best-in-class customer service and regret that *** ********
  did not feel that she received such level. We value her patronage and look forward to
  serving her propane needs in the future.
  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,

  Katie Graham Paralegal

• Initial Complaint

  Date:12/28/2022

  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.

  I placed an order for 200 gallons of propane on12/22/2022. I made an online order and attempted to pay the amount due, and the system did not take it. I called Ferrellgas and they took my payment over the phone. I double checked my banking account and I was charged twice for the same order. I called them and told them what happened and I was told the duplicate payment would be canceled and I received an email confirming this action. I called again the next day, because the duplicate payment had not been returned. No one would answer, so I requested a call back and no one returned my call. I called later the same day and was connected to an agent. I was told it would take up to 72 hours for my refund. I was not told this information when I called requesting a refund. I feel ferrellgas has had ample time to correct this situation and should have done something when they first found out about the duplicate charge.

  Business Response

  Date: 12/29/2022

  Response attached.
  Subject: ****** ******* *********** ********
  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 billing and customer service.
  On December 22, 2022, *** ******* placed an order for 200 gallons of propane online. It
  is my understanding that the order nor payment did not appear to complete so she called
  Ferrellgas to place her order only afterwards realizing that she had placed and paid for
  two orders in error. She informed Ferrellgas of the error and at that time, we cancelled
  one order. Unfortunately, Ferrellgas does not have control over when the customer’s
  bank account will reflect the December 22 cancellation/reimbursement.
  Ferrellgas strives to provide best-in-class customer service and we regret that the
  customer did not feel she received that level of service. Her complaint has been
  forwarded to the relevant field personnel.
  Thank you for bringing *** ********* concerns to our attention. 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:12/27/2022

  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.

  This is the 3rd year in a row that we paid for propane and they will not come and deliver in the timeframe they state. We were told to call for propane when our tank is at 30% they will not deliver and refuse to place us on the list for propane delivery until our tank is at 30%. We paid our bill at the beginning of December and have STILL not received our propane. Our propane tank is now completely empty. We call them daily and ask where is our delivery. Their response is you are on the list, we will arrive when able! We have 5 kids and one is an infant. The temperature has gotten to 34 degrees and we blown a breaker having to use space heaters. There needs to be something done to hold them responsible since they receive payment monthly but do not deliver until "they are able!" Leaving my family freezing to death and putting my home in a fire danger having to use so many space heaters. They do not like delivering to our location due to us living in the rural area with rough roads and a very rough driveway, but if they do not want to service us, then they should told our landlord so he can have someone out there who will deliver. When we call they basically say "too bad" and do not care that we now have absolutely NO HEAT at all with a baby! Do Not Use Ferrellgas in Camdenton, MO.

  Business Response

  Date: 01/09/2023

  Response attached.******* ** ****
  ****** ******
  ********* **********
  *** ** ******* ****** ****
  ******** ****** *** ***** ***** ** ********* *********
  **** *** *******
  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 the consumer account reveals that the customers commenced services with
  Ferrellgas in October 2020 and lease a 250-gallon propane container.
  Mr. and Mrs. ******s concerns relate to a delivery delay.
  On December 12, 2022 the customers placed an order for propane, indicating that their
  tank was at 30% remaining. Ferrellgas experienced high demand of orders during this time
  in the customer’s area, resulting in a small backlog and short delivery delays. On December
  28, 2022, Mr. and Mrs. ******s propane order was delivered. Upon delivery, the tank was
  not out of propane. Due to the delay and in an effort of good faith, Ferrellgas reimbursed
  the landlord of the property for the HVAC bill.
  Thank you for bringing the customer’s concerns to our attention. Please let me know if you
  have any questions or further concerns.
  ***** ****
  ***** ******
  *********