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:12/27/2022
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.
I have been leaving every year for 6 months for 11 years and have never been charge for minimal use charge or meter reading. Now without ANY NOTICE they started charging me for it, per month.
I refuse to pay for something I am not using. I called them and cancelled my service with them in wisconsin. I now have another charge of 6.00 for the meter that they were suppose to remove. I want them to remove the charges from my bill.
Business Response
Date: 12/28/2022
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:
*** *****’s concern relates to billing.
Our Master Agreement for Propane Sales and Equipment Rental (“Agreement”), to which
*** ***** is 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”.
*** ***** was not meeting our Minimum Volume Requirement and therefore was charged
accordingly. The customer cancelled Ferrellgas service to the metered site and as of
December 27, 2022, her account balance is zero.
Thank you for bringing *** *****’s concerns to our attention. Please contact me with any
questions or further concerns.
Sincerely,
***** ******
Paralegal
Customer Answer
Date: 12/28/2022
[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:12/20/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ferrell Propane. I have a credit on my account which I am unable to get applied to orders or refunded. An employee hung up on me when I was inquiring how to have the credit applied to my order. I filed a complaint re the call and, after weeks, have had no response. Two other calls have lead to no answer. I have tried multiple chat exchanges to ask how to get my credit with no connection. I put an unsatisfactory review on line with no acknowledgement. This company has been nothing but problems since I signed on with them.
This has lead me to here.
Business Response
Date: 12/21/2022
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:
A review of *** ****’s consumer account reveals she commenced services with Ferrellgas
in May 2021; leases a 500-gallon propane container, chose our “Will Call” delivery service
and Pay In Advance payment terms.
*** ****’s concern relates to billing and customer service.
It is my understanding that *** **** initially tried to place her order on our online system.
That system does not know if the customer has a credit balance and therefore it cannot
be applied online. *** **** then spoke with a Ferrellgas Customer Service Specialist about
the credit and it seems there was a misunderstanding on our side.
On December 21, 2022, our Customer Service Manager spoke with *** **** to explain
the apparent mix-up as well as to initiate a credit to the customer’s credit card.
Ferrellgas strives to provide best-in-class customer service and we sincerely regret that
*** ***** did not initially receive such level of service. We hope the above resolution
can bring this matter to a close. Please do not hesitate to contact me with any questions
or further concerns.
Thank you,
***** ******
Paralegal
Initial Complaint
Date:12/19/2022
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.
I have paid and been charged over 10 business days in advanced to have the delivery on the 16 I even called on the 15 th since I was low on propane I was assured the 16 delivery on the 16 when I called the person said sorry due to scheduling now on Monday the 19 now today it said yes it on the way and now delivery again we have been without heat hot water or been able to cook we have two kids and the house has electric heater in just one room all other complaints to them have gone unanswered they have my $375 and they just won’t deliver please help us thank you
Business Response
Date: 12/23/2022
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 *** *****’s consumer account reveals he commenced services with
Ferrellgas in February 2016; owns a 120-gallon propane container, chose our “Will Call”
delivery service and Pay In Advance payment terms.
*** *****’s concern relates to a delivery delay.
*** *****’s propane order was delivered on December 21, 2022. Upon arrival, our notes
indicate that there was 12% remaining in the tank.
Ferrellgas strives to provide best-in-class service and we sincerely regret that *** *****
did not receive such level of service. We are aware that because he is a customer-owned
tank customer, he could go anywhere for service and we thank him for his valued
patronage. Please do not hesitate to contact me with any questions or further concerns.
Thank you,
***** ******
Paralegal
Initial Complaint
Date:12/16/2022
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.
I recently moved into a home with a leased propane tank from Ferrell Gas. The tank is empty and we called to schedule a refill as there is no heat. We reached out at 8am and Ferrell Gas charged a $200 emergency refill fee for a same day refill. After a few hours I called to check the status of the delivery since I'd been told I'd receive a call back with the delivery time confirmation. I was then told that I would not be receiving my order that day (despite having paid $3,700 already, including the $200 fee) and it was not possible to tell me when the delivery would be made. I noted that we have no heat, a child in the home and will pay whatever is necessary to expedite turning the heat on. I was told I'd receive a call back asap with a delivery update. Again, I didn't receive a call back. When I called back this time, I was told I won't receive my order until December 23 (a week from today). I replayed the history above with no sympathy. I asked for permission to have another company fill the leased tank just enough to turn the heat on, even if I had to double pay for Ferrell but that request was denied. I am now left with a home with no heat as temperatures fall well below freezing and pipes that will likely burst. We have literally been left in the cold despite the company having taken our money on the basis of a same day delivery. I asked to speak with a manager and was denied. I asked with credit card in hand how to buy our tank (so another company could fill it ) or terminate our lease so we can attempt to avoid damage to our home and was told there was no process for this and they'd have to get back to me. Still no response and my home is now 55 degrees and we're holding out hope that we can get this resolved before a pipe bursts.
Business Response
Date: 12/21/2022
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 he commenced services with
Ferrellgas on December 16, 2022; leases a 1000-gallon propane container, chose our “Will
Call” delivery service and Pay In Advance payment terms.
*** ******** concerns relate to a delivery delay, our standard emergency fee and
customer service.
*** ****** placed and paid for a propane order on December 16, 2022. At that time, he
informed Ferrellgas that the tank was out of gas and he paid our standard Emergency
Delivery fee. The Emergency Delivery fee is a service charge that we offer customers who
are out of propane or fear running out of propane prior to a regularly routed delivery. Our
records indicate that it was then relayed to *** ****** that his Ferrellgas account would
have to be approved prior to a delivery being created in our system and a same day
delivery would not be possible. The Emergency Delivery fee was credited back to the
customer’s account.
*** ******** propane was delivered on December 20, 2022, two (2) business days after
his order was placed.
Ferrellgas strives to provide best-in-class customer service and we sincerely regret that
*** ****** does not feel he received such level of service. Please do not hesitate to
contact me with any questions or further concerns.
Thank you,
***** ******
Paralegal
Initial Complaint
Date:12/15/2022
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 are having an issue getting our tank filled within the ample timeframe we are given, and feel there may be an intentional delay to get folks to pay the emergency fill fee.
- We ordered gas 12/7/22 when our tank hit 20%.
- We were told we would receive our fill BY 12/14/22 (1 week window).
- We called today 12/15/22 (1 day after delivery window closed). Their voicemail says they are closed despite calling during their posted and recorded business hours for customer care.
- We tried to use the automated portion of the phone system but it isn’t working and only loops back to the menu that tells you to use the automated system that isn’t working.
- We then tried to use the live chat system online alongside looking at our account online. It was obvious “***** *.” was a bot that kept directing us to log into our account for details because “she” didn’t have that information as to why there was a delay in service. When I asked if “she” was a bot it froze the live chat.
- Before we froze the bot, it did tell us that we were set up on the route for tomorrow, weather permitting. We are in the middle of a winter storm that didn’t start until late last night. Our delivery window was full of perfectly clear roads and warmer weather.
This wouldn’t be an issue if we were notified of changes. We have decided to pay the extra “emergency fill” fee in the past, even though the delivery was well past the estimated week-long window and were quickly serviced. I plan to switch companies but at this point I have prepaid a lot of money to get a service that I’m not sure I will receive. This is really frustrating as this is the third time since being customers a similar scenario has occurred.
Business Response
Date: 12/16/2022
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 September 2021; owns a 500-gallon propane container, chose our “Will Call”
delivery service and Pay In Advance payment terms.
*** ******* concerns relate to a delivery delay, our standard emergency fee and
customer service.
*** ***** placed and paid for a propane order on December 7, 2022. At that time, it was
relayed to our Customer Service Specialist that her tank had only 15% remaining. A review
of this customer’s account reveals that every order *** ***** has placed, after her first
fill, has been placed at well under 30% propane remaining.
*** ***** 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”), 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%. During the cold winter
months, we encourage Will-Call customers to call when their tank is at 35-40%, as
extreme weather or temperatures may push delivery times out further than normal.
While Ferrellgas personnel may provide customers a delivery window, all deliveries are
routed in the order they are placed and that window is an estimate that may run longer
or shorter, depending on demand.
*** ******* propane order was delivered on December 15, 2022, six (6) business days
after her order was placed
Initial Complaint
Date:12/13/2022
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.
Ordered propane almost two weeks ago when our tanks were at 30% or just under. I was told propane would be delivered today, but It shows delivery for tomorrow. When I asked customer service if this was guaranteed, they kept changing the subject and insisted that I should have ordered sooner. I ordered exactly when our rep told us to order.

We're strongly considering a different company as it seems Ferrell is continuously unable to tend to the demand of its customers. Reliability is crucial to our family of four, and it's disheartening to know this company doesn't care.
Business Response
Date: 12/15/2022
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 *** *********’s consumer account reveals he commenced services with Ferrellgas in
September 2022, leases a 120-gallon manifold system, chose our Will Call delivery service and Pay
In Advance payment terms.
*** *********’s concerns to relate to a propane delivery timeframe.
On December 4, 2022, *** ********* placed a propane delivery order and stated that his tank was at
30% capacity. Ferrellgas completed the delivery within eight (8) business days. On December 14,
167.6 gallons of propane was delivered to *** *********’s propane system, meaning he had a little
less than 25% remaining at the time of delivery.
Ferrellgas strives to provide best-in-class service and our teams are working hard to accommodate
each customer. We regret that *** ********* did not feel he received such level of service.
Thank you for bringing the customer’s concerns to our attention. We value his past patronage and
look forward to serving his propane needs in the future.
Thank you,
Katie Graham
Paralegal
Initial Complaint
Date:12/13/2022
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.
On 12/09/2022 I called Ferrell Gas to report the smell of gas in my home. They dispatched a service person to check the line inside and outside. He stated that their was no leak inside my home but their was a leak on their side at the tank. He also, stated the smell is probably because the tank is low on gas at 10%. I called the Ferrell Gas to order a refill and she stated that I had an outstanding balance of $32.84. She could not explain what the charge was for and transferred me to another customer service desk. The person identified herself as ****** and after several times being placed on hold she stated the charge was for a gas log check at my home on November 19th, 2022. I made no such appointment and their was no visit to my home. This is an erroneous charge. The customer service person then told me I could not order a refill until I paid the $32.83. I
asked why wasn't I sent a bill or notified that there is an outstanding balance on this account? She didn't have an answer only that I couldn't place an order without paying this erroneous balance. I paid, and then was told after being placed on hold several times for an extended amount of time - that I couldn't place an order until the "hold" on my account was lifted. The call lasted 53 minutes and 30 seconds all to find out I can't order gas - even after paying a debt I was neither advised of, nor could they justify and now refuse to refill the tank! Frustrating - absolutely!! Terrible service - certainly! I don't have the time to describe the demeanor of the people I spoke with today or to share the anguish built up in being placed on hold over and over again with no clear resolution or satisfaction. Now with no pending delivery date - I guess I'm waiting for notification as to when I can order a gas refill. As an insult, they sent an email notice about the outstanding balance in question that I paid already - on 12/12/2022!
Business Response
Date: 12/14/2022
Response attached.
Subject: ****** ****** — Complaint No.: ********
The consumer complaint filed by *** ****** has been forwarded to the Ferrellgas Legal
Department for investigation and comment. I have completed my investigation, talked to the
relevant field personnel, and offer the following response:
A review of *** ******** consumer account reveals he commenced services with Ferrellgas in
October 2018 and leases a 120-gallon propane container.
*** ******** concerns relate to a charge on his account.
A review of this customer’s account reveals that the charge was a tank rental fee that had not
been paid yet. *** ****** was unfortunately misinformed that it was for a “gas log check”. On
December 14, 2022 our Customer Service Manager spoke to *** ****** and explained the error
as well as creating a propane delivery order on his account.
Ferrellgas strives to provide best-in-class customer service and we regret that *** ****** did not
initially receive such level of service. We hope that the above resolution brings the matter to a
close.
Thank you for bringing the customer’s concerns to our attention. Please contact me with any
questions or further concerns.
Sincerely,
***** ******
Paralegal
Initial Complaint
Date:12/12/2022
Type:Sales and Advertising 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 never been a customer with this company and they have somehow gathered my personal information and have taken it upon themselves to mail me promotional/marketing spam.

-I will be requiring that the business removes all of my personal information from their databases
-I will be requiring that the business provides all information on where and how they purchases/gathered my information from.

It is illegal for companies to gather and store individuals personal information without their knowledge and consent.
Business Response
Date: 12/14/2022
Response attached.
December 14, 2022
Ashley Richoz
Complaint Specialist
BBB of Greater Kansas City
Subject: ******** ***** * ********* **** ********
Dear Ms. Richoz:
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 Ferrellgas personnel, and offer the following response:
*** ***** received a promotional mailer from Ferrellgas. As of December 13, 2022, we have
initialized the removal of his name from our mailing list.
Thank you for bringing *** *****’s concerns to our attention. Please contact me with any
questions or further concerns.
Sincerely,
***** ******
Paralegal
Customer Answer
Date: 12/14/2022
[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 appreciate that the company has removed me from their mailing list, however this does not solve the following:
Why my information was gathered and stored within their company in the first place.
Where they received this information from as I need a source to ensure this can be prevented in the future.
Why this company took it upon themselves to use my personal information to contact me without my knowledge or consent.
Regards,

******** *****
Business Response
Date: 12/19/2022
Ms. Richoz: My apologies for the confusion. Attached is Ferrellgas's response to the consumer's rejection.
December 19, 2022
Ashley Richoz
Complaint Specialist
BBB of Greater Kansas City
Subject: ******** ***** * ********* **** ********
Dear Ms. Richoz:
The consumer complaint response rejection, filed by *** *****, has been forwarded to the
Ferrellgas Legal Department for investigation and comment. I offer the following response:
*** ***** has additional concerns related to the promotional mailer he received from Ferrellgas.
As part of our marketing strategy, we target households within propane-dense zip codes with
special offers like the one *** ***** received. To find the households in these areas, we work
with a few companies like Melissa Data and Data Axle. They provide us with names and addresses.
We use this information for promotional purposes only.
Thank you for bringing *** *****’s concerns to our attention. Please contact me with any
questions or further concerns.
Sincerely,
***** ******
Paralegal
Customer Answer
Date: 12/19/2022
[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:
Propane dense zip codes? I live in town where we use natural gas through ************
I can accept that a farm town can be considered "higher propane use", however it does not give anyone the right to collect and store personal information without the knowledge and consent of that individual. As well as use that information for promotion marketing.
I appreciate the source as to where you collected my data from as I will be filing against them next.

Regards,

******** *****
Initial Complaint
Date:12/05/2022
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.
I represent a non-profit called ******** ******** *********** ****** Asheville, NC. We opened a workshop in Sep 2022 and wish to install propane heating. Contacted FerrellGas by phone on Oct 11 and arranged to rent a 125 gal tank, install a propane line and a heater conversion kit. They confirmed payment of $635.68 on the same day for this work. We were to receive a call within 48 hours to schedule the work. We did not.

Further calls on Oct 19 & 24, Nov 18 & 29. Each goes to a call center, we are promised someone will call within 48 hours. We are assured that "emails are being sent to local managers" but we are not copied on these, nor will the call centers provide contact info.

Phone numbers attempted are: ************ ************ ************ The local Ferrellgas building at 1911 Spartanburg Hwy, Hendersonville, has a sign on the door "temporarily closed, call ************"

We understand that businesses are understaffed these days. But FerrellGas has been completely silent, much less making any attempt of any kind to explain what might be the issue(s) here.

We would like to be contacted by FerrellGas within 48 hours of contact by the BBB. We would like the work completed within 10 working days from the time FerrellGas is contacted by the BBB. Additionally, we would like a 10% reduction in the price of the propane for the next time we require a refill.

If this is not possible, we would like our monies refunded in total ASAP.
Business Response
Date: 12/08/2022
Response attached.
December 8, 2022
MaKenzi Meyer
Complaint Specialist
BBB of Greater Kansas City
Subject: ****** ******** ****** * ********* * ********
Dear Ms. Meyer:
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,
***** ******
Paralegal
Customer Answer
Date: 12/08/2022
[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: ********

Please see the attached PDF file Documentation for BBB complaint 5 Dec
2022 - updated 8 Dec 2022
Regards,

****** ******** ******
Documentation for BBB complaint 5 Dec 2022 - updated 8 Dec 2022
****** ******** ****** on behalf of
******** ******** ***********
************
**********************
BBB Your complaint case number is ********
After my Complaint is closed, the text of my Complaint may be publicly posted on the
BBB website for up to 1,095 days (3 years).
Our account number is *********. The names and contact information they have for *** are
****** ******** & myself. (Initial payment was made through ******* ***** **. / *** ********
*******, as this building is on their land, but all further contact has been with ***. **
******* confirmed on 3 Dec that there have been no attempts to contact her. Their account
number may be ********)
If FerrellGas chooses to refund us, the information that FerrellGas has means that they will be refunding *******. This is fine, ** ******* has said she will work this out with ****
****** ******** ****** called ************ on 8 Dec 2022, 3pm EST and talked with
*******" who is in Georgia.
She confirmed that my name – ****** ******** ****** – and my phone –
************ – is on account ********. She has added my email address, in case it
proves helpful - **********************
All of these pieces of information (saving the email) were available in the initial
complaint.
At this time, *** wishes to change our acceptable resolution to simply having all
monies refunded ASAP, amounting to $635.68
Received the following via the
Customer Answer
Date: 12/13/2022
[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: ********

Please see the attached .doc file.

Regards,

****** ******** ******
Complaint update on December 13, 2022

I find the following facts interesting :
- We had had no contact from FerrellGas for nearly 2 months after they accepted our work request and collected over $600, despite repeated phone calls.
- The day after I file a complaint with the BBB, FerrellGas contacts one of us.
- FG's initial response to the complaint included "If she is able to be added to an existing account as a contact, we would certainly address the concerns at that time." I immediately called FG yet again, spoke with an associate, and confirmed that my name was already associated with the account.
- Following this effort, and the associate assuring me that I was and had been on the account, the FG legal department continues to deny this status.
- Despite FG's legal department's assertion that they cannot provide information to someone not on the account, they continued on to do exactly that in their next sentence. "We can confirm that the account in question has a zero balance." If I am not the account representative, why is FG releasing this information?
I have the following rhetorical questions :
Do FG associates have sufficient training to work directly with customers? The two I have spoken with were pleasant and helpful, but completely unable to advance problems to the next level.
Is FG's tracking system adequate to current realities? Perhaps my information simply got lost or mis-filed. Twice.
Is it the practice of FG's legal department to delay and obfuscate issues until the complainee simply gives up out of frustration?
Did FG, in this case, illegally (?) release information about an account that I should not have access to [the account in question has a zero balance] in the hopes that I will just go away ?
I have the following thoughts :
I would very much like to thank the BBB of Greater Kansas City for their attention to this, and hope that my complaint can be posted for the use of future potential customers of FerrellGas.
We were fully prepared to continue this business relationship, if FG had been willing to work with us honestly.
I suppose that I will now indeed "go away", as we've been refunded. Thanks for releasing this information to a non-authorized agent.
Which makes me think — should I now file a BBB complaint on behalf of other FerrellGas customers, to prevent their information being released to the general public without their consent?
Social media is a very useful platform to share information.
Business Response
Date: 12/14/2022
Response attached.
December 14, 2022
Ashley Richoz
Complaint Specialist
BBB of Greater Kansas City
Subject: ****** ******** ****** - Complaint # ********
Dear Ms. Richoz:
The consumer complaint response rejection filed by ****** ******** ****** has been forwarded
to the Ferrellgas Legal Department for investigation and comment. I offer the following response:
I have reviewed our customer privacy policy with our relevant field personnel to confirm that no
account information should be offered to any individual who is not specifically listed as a contact
on a Ferrellgas account.
Thank you,
***** ******
Paralegal
Initial Complaint
Date:12/03/2022
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.
I am new to having an LP tank. Bought a property with a leased ferrel gas tank on 11/18/22. By 11/21 had noticed a gas smell. As is customary where I live I called the gas company about a resolution. I clearly explained that I knew where the issue was located - inside. The person told me they don't do any inside repairs. I said ok - Ill call an hvac/repair person. The individual noted that they had to send someone out and they would charge me $125 for the service call. I denied the service call and clearly noted I would NOT be paying for any such service. I made my refusal very clear. Why would I have someone come if they wouldn't be able to help me.

Fast forward a few hours. I had gotten the issues fixed and a ferrel gas/blue rhino employee comes and says that I have to sign this tag that they are turning off my tank. My repair person standing right there says NO that's silly. The issue was just fixed and turning on and off the service is not advised. It is winter and we also needed the heat. The individual was not helpful. The individual was very dismissive. The individual said he couldn't leave til I signed the form. The person didn't do anything on site except for give us issue.

Fast forward til last week and I get a call from ferrel gas. "was the leak fixed?". I tell her yes. I explain the very frustrating situation and how we need a tank refill as we have no other options in short term but also need to speak with a supervisor about the issue as we need to ensure we have no charges on our account (as clearly I had denied the service call but they sent someone anyway). She understood and said she would have someone contact me.

Nope. No one did.

Today - get a bill for the service call (which I had denied clearly) and to top it off they added a fuel surcharge.

The total is roughly $130.

I need this cleared from my account ASAP. This is fraudulent and I am not paying for it.

Property address: ***** ******* **** *** ***** ******* ** *****
Business Response
Date: 12/13/2022
Response attached.
December 13, 2022

MaKenzie Meyer
Complaint Specialist
BBB of Greater Kansas City

Subject: Kristen Hunter; Complaint # 18520445

Dear Ms. Meyer:

The 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:
*** ******** concerns relate to billing and customer service.
A review of *** ******** consumer account reveals she commenced services with
Ferrellgas in November 2022 at which time she would have received a customer welcome
packet enclosing a Service Letter (copy attached) and our Customer Agreement for
Propane Sales and Equipment Rental (“Agreement”). The Agreement states: “If you are
renting equipment from us, you own and are solely responsible for the inspection and
maintenance of all piping, equipment, and/or appliances, which are downstream of any
regulator that is owned or maintained by us for Bulk Service,..”. Additionally, the
Agreement includes a Current Charges List. If *** ****** would like another copy of this
Agreement, it is on our website and may accessed at the following:
*******************************************************************

*** *****r recently denied a leak test service but unfortunately due an internally
mishandled call, she was charged for the service. On November 6, 2022, after Ferrellgas
management got involved, that charge was removed from her account.

Ferrellgas strives to provide best-in-class customer service and we sincerely regret that ***
****** did not receive such level of service. The appropriate personnel was notified so that
this does not happen again.

Thank you for bringing *** ******** concerns to our attention. Please contact me if you
have any questions or further concerns.

Thank you,
***** ******
Paralegal

TERMS OF AGREEMENT AND SAFETY INFORMATION
Also enclosed is the Propane Safety brochure, which contains a
number

of important reminders for you and the members of
your family. As
Enclosed you will find the Ferrellgas customer
Agreement for Propane a Ferrellgas customer, it is your obligation
to read and follow the
Sales & Equipment Rental. Please
review this document carefully, as it is information contained in the
Propane Safety brochure as well as the
your agreement with us
for the services we are providing. Please note, instructions and
warnings provided with any propane-related equipment
the
Minimum Volume Requirement referred to in this document only
and appliances used in your home. Please make sure all other residents,

applies to those who lease their propane tank from us. It does not
apply tenants, and employees, if applicable, are also familiar with
this important
to those who own their propane tank.
safety information. Additional safety
information can be found at
********************************

Customer Answer
Date: 12/15/2022
[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 though you seem to be reading my concerns I don't get the impression by your responses that you fully understand how stressful and frustrating this process was and how this process could be significantly improved. That being said, this is nothing else I request from you, so I will close the case.

I do want to clarify one thing. You wrote about the terms and such that I accepted when I created my account. I am not disputing WHAT you cover (essentially only your tanks, understandably), I am disputing HOW YOU HANDLED the call I placed about my leak.
Regards,

******* ******

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