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:11/28/2022
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 received a bill for yearly rental on a 500 gallon propane tank rented from Ferrell Gas in Oct/Nov/Dec of 2009. Rental has been $85.00 plus taxes per year, every year up until this year. This year the billing was $200.00 plus tax. I contacted Ferrell Gas and received the following e-mail response: "Good Afternoon,
We received a message regarding tank rent. Looks like yours may have increased due to usage. When you lease a tank, you are required to get 2x's the tank capacity in deliveries. So, 800 gallons per year based on your current tank size. You do have the option to maybe downsizing to a 250ag if you wish. Please call the office to discuss. Let me know if you have any further questions.

***** ******* Ferrellgas Customer Service Specialist
************* ***************************** "

We just filled the tank with Ferrell Gas, so down sizing to a 250 gallon tank is not really an option currently. They are selling tanks, but they cost over $3,000.00. In addition, Ferrell customer service recommended a 500 gallon tank because one of the three uses for the tank is a propane generator for times when electricity goes out. Please note that we have never purchased Propane from anyone but Ferrell Gas. We don't and never have used much gas as only the kitchen range, the propane generator, and the tankless water heater are propane. When the generator runs, it uses a lot of propane, but we haven't had an electrical outage in several years and normally fill the propane tank about once every two years.
Business Response
Date: 11/29/2022
Response attached.
November 29, 2022

MaKenzi Meyer
Complaint Specialist
BBB of Greater Kansas City
Subject: ******* **** *********** ********
Dear Ms. Meyer:
The consumer complaint filed by *** ***e 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 2009 and leases a 500-gallon propane container.
*** **** is concerned about an increase in his rental fee.
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”.
*** **** is not meeting our Minimum Volume Requirement. His last three completed
propane orders are as follows:
Thank you for bringing the customer’s concerns to our attention. Please contact me with
any further questions or concerns.
Sincerely,
Katie Graham
Paralegal
Initial Complaint
Date:11/18/2022
Type:Product 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 asking Ferrellgas about the smell of propane outside my home since February 2022. Not consistent smell. I ran out of propane in February 2022 without excessive use and I asked if they checked the regulator at the house. They said they didn't find any leaks. It is now heating season again and I am smelling whiffs of propane or possibly something else? dead mouse? and called and asked if they could check it when they deliver propane. I was told the drivers always check at the tank and the regulator at the house. I was also told I had to pay $100 an hour to have someone check the outside regulator. I came home from work and saw the tag on the door they delivered but there were no tracks in the snow to the regulator on the house which is about 6 feet from the door where they hung the delivery tag. I did take pictures with no tracks in the snow to the regulator. Regulator is in easy sight so no one has to hunt for it. This is a safety issue!
Business Response
Date: 11/22/2022
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 2008; leases a 500-gallon underground propane container; chose our “Auto Fill”
delivery service and Net 30 payment method.

*** ********** concerns relate to a leak test and billing.

Our drivers inspect the tank and regulator on the tank at the time of delivery. If our technician
detects a leak, the system will be red-tagged and we will not complete the delivery of propane.
The regulator at *** ********** house is owned by her so there is a charge for that service.

On November 22, 2022, our Customer Service Manager spoke with *** ******** and placed a
Smell Gas order on the account. We arrived that same day and found that the house regulator
was leaking and fixed the issue. We did not charge *** ******** for the repair or labor.

Thank you for bringing *** ********** concerns to our attention. Please contact me with any
questions or further concerns.
Business Response
Date: 12/01/2022
Response attached.
December 1, 2022
******* *****
Complaint Specialist
BBB of Greater Kansas City
Subject: ***** ******** ** ********* *********
Dear *** ******
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 2008; leases a 500-gallon underground propane container; chose our “Auto Fill”
delivery service and Net 30 payment method.
*** ********** rejection states she would like to know why she ran out of propane in February
and she would like Ferrellgas to replace the regulator on the house at no charge.
As previously stated, on November 22, 2022 we found that the house regulator was leaking and
fixed the issue. We did not charge her for the repair or the labor. If *** ******** still believes she
has a leak somewhere in her system, she may contact the Great Plains Service Center at 402-895-
2344 to request a leak test.
The regulator at *** ********** house is owned by her so there will be a charge to replace it. She
may contact the Great Plains Service Center to discuss a replacement.
Thank you for bringing *** ********** concerns to our attention. Please contact me with any
questions or further concerns.
***** ****
***** ******
Paralegal
Customer Answer
Date: 12/05/2022
[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. However you do need to be aware of communications that were redacted, ( I have screen shots) there are some serious safety concerns here. I do not trust this company to do the repairs as they did not respond to my smell of gas until I reached out to the Better Business Bureau to get some help. I do not have an underground tank. The person who came out to repair the leak said that the fix was temporary.

Regards,

***** ********
Initial Complaint
Date:11/10/2022
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.
8/05/2022 Invoice
$72.00 Owed

My brother passed away from COVID and was in business 29 years. Blue Rhino unannounced picked up the tanks but I had 2 tanks inside the store when they did. They are trying to bill me for them. I have called them to get their tanks to them but they won't call me back to take care of this. I called them on 8/16/22, 8/26/22, 10/06/22, 11/08/22 and on 11/10/22. I would like them to just issue a credit to end this bill but am happy to drop the tanks back off with the new owners of the business for pick up. My cell is ************* Our account was #*****. Can someone help me as they won't return my call.
Business Response
Date: 11/11/2022
The consumer complaint filed by Mr. ********* has been forwarded to the Ferrellgas Legal
Department for investigation and comment.

Mr. ********* is concerned with Blue Rhino’s service and equipment. I have forwarded his
complaint on to their Billing department to address with him.

Thank you for bringing Mr. *********** concerns to our attention. Please contact me with
any further questions or concerns. Thank you.
Customer Answer
Date: 11/15/2022
[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: It has not been resolved. At this time, they said they will review it. I have called them 6+ times but nothing is ever done to resolve the issue.

Regards,

****** *********
Business Response
Date: 11/15/2022
The consumer rejection filed by Mr. ********* has been forwarded to the Ferrellgas Legal
Department for investigation and comment.

Mr. ********* is concerned with Blue Rhino’s service and equipment. On Friday,
November 11, I forwarded his initial complaint on to their Billing department to address
with him. It is my understanding that as of today’s date, a credit to the customer’s account
for $72.00 was completed.

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

Customer Answer
Date: 11/16/2022
[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:11/08/2022
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.
Ferrellgas; Account number: ********; Statement date: 10/30/2022; Statement number: **********.My husband, ****** *******, and I purchased a propane tank from Ferrellgas over 10 years ago. After we purchased the tank, we switched to another company for propane and closed our account. Ferrellgas has reopened the account and is attempting to bill us again (final bill stated on the invoice is 05/11/2012) for tank rental (on a purchased tank) for 10/01/2022 to 09/30.2022. We sold this house at *** ******** ***** in 2021. It appears they are reopening our account to bill us. This is the second time they have tried to bill us for this same purchased tank. The last time was approximately 4-5 years ago. I am concerned at their poor business practice of record keeping and billing non-customers. The statement says this may affect our credit, which seems a lot for an unauthorized opening of an account. I have called again, and they stated they will remove the bill. I do have my concerns that their records will accurately reflect what they state, since their record keeping is obviously subpar.

I contacted Ferrellgas on 08-Nov-2022 and ******** stated the charges would be removed. I have no way to verify since the bill is being sent to the home we sold over a year ago.
Business Response
Date: 11/09/2022
The consumer complaint filed by Ms. ******* has been forwarded to the Ferrellgas Legal
Department for investigation and comment. I have completed my investigation, talked to the
relevant field personnel, and offer the following response:

Ms. ********* concerns relate to billing.

It is my understanding that we set a leased tank on Ms. ********* previous property but never
billed rent until 2021. After receiving a call from the customer regarding the rent we removed the
fee. At that time, we placed a site check to attempt to establish a new account with the current
homeowner. However, the new owners never contacted us which prompted our system to send
a second rental fee invoice. We apologize for the frustration this has caused Ms. ******* and
appreciate her reaching out again. On November 8, 2022 we removed the rental fee and have an
open order to pick up our equipment.

Thank you for bringing Ms. ********* concerns to our attention. We wish her well in the future.
Initial Complaint
Date:11/08/2022
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.
On 9/22/22 my husband called Ferrell Gas for quote to installing generator at our property. Customer representative told us we would have to purachse a "stand alone tank" and could not do rental on the tank and quoted $1750 for a 120-gallon tank + $200 installation of line from tank to the generator for the first 10 feet, + $2.19/gal of propane gas. We agreed to purchase tank, install of line and propane gas for a total of $2,336.14, and on 9/22/22 Ferrell Gas charged our VISA account. We were given an installation and tank delivery date of 10/4/22.
On 10/4/22, Ferrell Gas employee ******* delivered the tank with only 22-gal of propane, however, was unaware the install was for a generator and did not have any materials for the installation. ******* checked with **** at the main office in Kennewick and Ferrell Gas realized there were 2 "work orders" (1-for tank drop off and 1-for line install) and they had overlooked the 2nd "work order".
On 10/7/22 I spoke with a rep of Ferrell Gas who stated there were 2 work orders. Rep said they would waive the service charge of $110 due to their oversight of the work orders and rescheduled the install of the generator line and fill-up of remaining propane gas for 10/21/22.
On 10/14/22 we received Ferrell Gas statement dated 10/9/22 showing a credit of $175.90.
On 10/21/22 ******* returned and completed the line install to the generator, but the remaining propane gas was not delivered. I spoke with Ferrell Gas rep and inquired why the propane gas was not delivered, to which the rep stated they would look into it.
10/27/22 Called and spoke to ******** who confirmed a delivery date of 10/28/22, however, delivery was being held up due to an outstanding "service charge" balance of $110.
We want Ferrell Gas to honor their quote and fill our tank with remaining 98-gal we paid for, waive the $110 Service Charge refrain from adding other charges; or remove $110 charge and refund 98-gal of propane we already paid for.
Business Response
Date: 11/17/2022
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 relate to billing and a delayed propane delivery.

In October 2022, Ferrellgas completed a tank set up service at *** ******** residence. It is
my understanding that due to an oversight we did not fill the newly set tank to full and
simultaneously charged *** ****** for a fee that we told her we would waive.

On November 16, 2022, we reversed the $110.00 charge and left a voicemail with the
customer informing her that we would arrive on November 17, 2022 to fill her tank with
the remaining 74 gallons of prepaid propane.

Ferrellgas strives to provide the best in customer service and we regret that *** ****** did
not receive that level of service. Her complaint has been forwarded to the appropriate field
personnel.

Thank you for bringing *** ******** concerns to our attention. We value her patronage
and look forward to serving her propane needs in the future.
Initial Complaint
Date:11/07/2022
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.
I rented a home in Hernando, MS that had a propane tank on the property prior to me moving into the property. I never received any documentation stating that I was renting the tank or that I would need to return the tank as it was already at the property from the previous tenant. I have been out of that property for 2 years and am still receiving calls related to this tank. They even went as far as to say that they serviced the tank and new tenants but continue to harass me knowing that the tank is in use by the new tenants.
Business Response
Date: 11/08/2022
Response attached.

The consumer complaint filed by Ms. ***** has been forwarded to the Ferrellgas Legal
Department for investigation and comment. I have completed my investigation, talked to the
relevant field personnel, and offer the following response:

Ms. ******* concerns relate to billing.

It is my understanding that an internal error occurred when transferring an account to a new
customer name. We apologize for the frustration and Ms. ******* closed account has been cleared
of all fees on November 8, 2022.

Thank you for bringing Ms. ******* concerns to our attention. We wish her well in the future.
Customer Answer
Date: 11/08/2022
[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. However, this has been an ongoing issue for 2 years and I have spoke with a representative prior to this to no avail. Perhaps more training would be beneficial.

Regards,

**** *****
Initial Complaint
Date:11/05/2022
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.
Near the end of October, i called to cancel my account and was told I needed to pay a bill of $159 dollars. I asked them to send me a bill and when I received the bill, I noticed the bill is for tank rental from October 5, 2022 to Oct. 5, 2023. They are trying to charge me for a full year of rank rental when my house is being sold and my account closed in less than a month from their billing date. They also want to charge me a pump out fee of $150 when I asked them to pay me for the propane that is in the tank now, even after I told them the new owner wanted to keep the tank. There is no reason to pump it out if the new owner will be using it. (And they haul it with propane in it anyway, so even if they were removing the tank, there is no reason for them to pump it out). They intend to keep the propane I bought to sell it again. When I called them over it, I got hung up on.
Business Response
Date: 11/07/2022
Response attached.
The consumer complaint filed by Mr. ******* 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:

Mr. ********* concerns relate to billing.

On October 28, 2022, Mr. ******* advised Ferrellgas that he sold his home at which a
leased propane tank sits on the property. At that time, he also advised that the new owner
would be calling to switch the account over to their name.

Typically, we advise our customers to work out the sale of any remaining propane with the
buyers of the home to avoid any service or labor fees.

If Mr. ******* would like us to reimburse him for the unused propane remaining in the tank
and avoid the pumping out of propane, we can schedule a time to come read the meter and
lock the tank. Our Customer Agreement for Propane Sales and Equipment rental, which
Mr. ******* is a party to, encloses a Current Charges List. In the customer’s area, the
service labor charge for a meter read and lock is $100. He may contact the *********
Service Center at ************ to schedule that service. After which, we can reimburse
him for the unused propane in the tank.

Mr. ******* additionally had a concern related to his annual rental invoice. We have
removed that invoice from his customer account.

Ferrellgas strives to provide the best in customer service and we regret that Mr. ******* did
not feel he received that level of service. His complaint has been forwarded to the
appropriate field personnel.

Thank you for bringing Mr. ********* concerns to our attention. We wish him well in the
future.
Initial Complaint
Date:11/04/2022
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.
At the end of Sept I received a bill from Ferrellgas for the rental fee for my rental of a propane tank for $65.00. Included in that charge was an additional fee of $200.00 with no explanation other than an additional fee concerning the rental of the tank. I called Ferrellgas shortly after and was told by an employee the fee was because I did not purchase an adequate amount of propane to justify the tank rental so was charged additional $200. I have attempted to contact Ferrellgas, including sending a billing to dispute this amount as I never agreed to pay additional amount, and would have changed propane vendors had I known the restrictions. The original $65.00 was charged to my credit card with approval, but the additional amount is being billed, which signifies to me they know they had no authority to submit that $200. amount without permission.
Business Response
Date: 11/08/2022
Response attached.
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. ********* consumer account reveals she commenced services with
Ferrellgas in August 2017 and leases a 120-gallon propane container.

Ms. ******* is concerned about billing on her account.

The $65.00 on her recent statement was for the previous year’s rental fee and was paid in
full on September 12, 2021. The $200.00 on her recent statement was her 2022-2023 rental
fee due.

Our Master Agreement for Propane Sales and Equipment Rental (“Agreement”), to which
Ms. ******* 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”.

Our records indicate that Ms. ********* last completed propane order was on May 7, 2019.
Therefore, she is not meeting the Minimum Volume Requirement and her annual tank
rental increased.

On November 7, 2022, Ferrellgas Customer Service discussed options with Ms. *******
and ultimately, it was decided that we would close her account and pick up our equipment.
We have removed the 2022-2023 rental fee from the account.

Thank you for bringing the customer’s concerns to our attention. Please contact me with
any further questions or concerns. Thank you.
Customer Answer
Date: 11/15/2022
[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 find that this resolution is satisfactory to me.

Regards,

***** *******
Initial Complaint
Date:11/04/2022
Type:Service or Repair 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 canceled our propane delivery service for our lake cabin ( a different address than the one I noted in my complaint) with Ferrellgas on 9/19/2022 and was told we would receive an email confirmation. We didn't get one. I called again on 9/21 and was told it wasn't canceled, so she canceled it again and we were told they would remove our propane tank from our property as soon as they could. It wasn't removed within a couple of weeks, so I called on 10/10 and was told they were short staffed but would do it "soon". I called again on 10/21 because it still wasn't picked up and was told it would be pickup on 11/1. It is still there. I called today, 11/4, and was told it would be picked up on 11/7. I don't trust or believe them. I want that 100 gallon propane tank off of our property. We canceled our service almost 2 months ago and they have had ample time to remove it, short staffed or not. It will start snowing soon and it will be snowed in and they won't be able to remove it. There must be a MN law that addresses abandoned property. When I called today I asked to talk to someone who could help and the gal, ***, would not give me a number. She said (with kids playing in the background, so honestly how could she even concentrate?) that she will send a msg to her manager and they would call me back. I don't believe Ferrellgas any more. Can you please contact them and have this large eye-sore tank removed from our property? My account number with them is ******** and the tank is located at ***** ****** ****** **** ******* **. Thank you, **** *** ******* ******
Business Response
Date: 11/07/2022
The consumer complaint filed by Ms. ****** has been forwarded to the Ferrellgas Legal
Department for investigation and comment. I have completed my investigation, talked to
the relevant field personnel, and offer the following response:

Ms. ******** concerns relate to an untimely tank pick-up.

Our records indicate that Ms. ****** ordered a tank pick-up in September 2022. The pick-
up was completed on November 7, 2022.

We regret that Ms. ****** was dissatisfied with her communication with Ferrellgas.
Ferrellgas strives to provide excellent service to every customer, and we regret that she did
not feel she received that level of service. Ms. ******** concerns have been relayed to the
relevant field personnel and she was not charged our tank pick-up fee.

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 or further concerns.
Customer Answer
Date: 11/09/2022

Better Business Bureau:

I am no longer at our lake home. It is a seasonal lake home, and we have closed it for the summer season. That is why we wanted it removed in September. Thus I have no way of knowing for sure that the tank has been removed, unless I drive the 2 hours to find out. I will just need to trust that it has been removed as they have noted. This is in reference to complaint ID ********.

Regards,

**** ******
Initial Complaint
Date:11/03/2022
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.
Where to start? This is such a garbage company that I've had the unfortunate pleasure of dealing with. Bought a house with a Ferrelgas leased tank in July of 2021. Fall of 2021 asked Ferrelgas what it would take to get another tank for heating the outbuildings. After numerous calls to Ferrelgas they finally came out and did a site check, only to never prepare anything or ever call back. After calling them back multiple times, Ferrelgas rep said it looked like I wasn't ready, which was a bs claim. So, they charged for a site visit where they clearly did nothing as there was no prep work needed for a flat, open space of land. Fast forward to spring of 2022, asked about tanks to purchase whether in ground or above. Was told I'd get a call back on availability. Called again with same questions, and got the same answer, and never got a call back. So, I bought my own tanks from a company willing to do business. Had them stood up, and called Ferrelgas in the summer of 2022 to come get their tank. Needless to say, the leased tank is still here, and now I've been sent a bill as well. Oh, did I mentioned their tank has been leaking propane the entire time? Ya, they never do the leak checks they claim to perform on each fill, otherwise they would have easily found the leak before the first stage regulator.
Business Response
Date: 11/06/2022
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 an untimely tank pick-up and customer service.
*** ****** indicates that he requested a tank pick-up in the Summer of 2022. The pick-up is scheduled for November 9, 2022, weather and ground-condition permitting.
We regret that the customer was dissatisfied with the communication with Ferrellgas. Ferrellgas strives to provide excellent service to, and we apologize that *** ****** did not
receive that level of service. His concerns have been relayed to the relevant field personnel.
Thank you for bringing the customer’s concerns to our attention. We wish him well in the
future. Please contact me if you have any questions.
Customer Answer
Date: 11/09/2022
[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 there is no mention of refunding the site inspection cost of $8 or removing the $25 billing charge. In addition, while Ferrelgas did show up on 09Nov22 to collect the tank, they had no way to protect my lawn from ruts from their truck, and it had just rained this AM. Perhaps had Ferrelgas collected the tank in the summer when it was dry and they were contacted, the softness of the ground would not have been an issue.

Regards,

**** ******
Business Response
Date: 11/10/2022
The consumer reply filed by **** ****** has been forwarded to the Ferrellgas Legal
Department for investigation and comment.
*** ****** has requested reimbursements for two fees: $25.00 and $8.57.
The $25.00 fee was credited back to his account on November 4, 2022, bringing his account
to $0.00 owed. As of today’s date, a refund check for the $8.57 fee has been initiated. While refund checks can take up to six (6) weeks to arrive, our Customer Service Manager has
requested it be expediated. *** ****** should expect to receive that check via U.S. Mail.
We regret that the customer was dissatisfied with the communication with Ferrellgas.
Ferrellgas strives to provide excellent service to, and we apologize that *** ****** did not receive that level of service. His concerns have been relayed to the relevant field personnel.
Thank you for bringing the customer’s concerns to our attention. We wish him well in the
future. Please contact me if you have any questions.
Thank you,
***** ******
Paralegal
Customer Answer
Date: 11/23/2022
[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: ********

Though I have received reimbursement for the site check that lead to nothing and I question whether it ever even happened, I have yet to receive any account statement showing the $25 billing on the tank being removed. In addition, the tank itself has yet to be removed. Ferrelgas showed up on day it rained wanted to drive a tank truck across my front yard (the front yard is the only option), then again two days later when the ground was still soft. The second time they showed up was without notice or communication. Well, the ground has been frozen for the last week yet Ferrelgas has not bothered to show up or reach out in order to retrieve this tank. I don't think it is too much to ask that Ferrelgas remove the tank without leaving ruts across my front yard, especially given this is a high value property. The last time the tank truck was here, the driver suggested I drag the tank across the yard, which only goes to show how little Ferrrelgas cares about any damages that are done to property.

Regards,

**** ******
Business Response
Date: 11/29/2022
Subject: Complaint # ********
The consumer reply filed by **** *****r has been forwarded to the Ferrellgas Legal
Department for investigation and comment.
The $25.00 fee was credited back to his account on November 4, 2022, bringing his account to $0.00 owed. A screenshot of his account is attached.
We have attempted picking up the tank from *** ******** residence multiple times
however, ground conditions have prevented completion. It is my understanding that we reached out to *** ****** today to schedule another attempt but the ground in the area is
still too soft. We will continue to monitor the ground conditions and get a driver out to pick up the tank as quickly as we can.
Thank you for bringing the customer’s concerns to our attention. We wish him well in the
future. Please contact me if you have any questions.
Thank you,
***** ******
Paralegal
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: ********

I am rejecting this response because: I still have yet to get final invoice showing an account balance of $0 dollars, and still have a Ferrellgas tank sitting on my property.

Regards,

**** ******
Business Response
Date: 12/20/2022
Subject: Complaint # ********
The consumer reply, filed by **** ****** on December 13, 2022, has been forwarded to
the Ferrellgas Legal Department for investigation and comment.
The $25.00 fee was credited back to his account on November 4, 2022, bringing his account
to $0.00 owed. We do not send zero balance invoices out however, a screenshot of his
account is attached and the balance is highlighted.
We have attempted picking up the tank from *** ******** residence multiple times.
However, ground conditions have prevented completion, most recently on December 13,
2022 when *** ****** spoke with our technician on site and declined pick up due to the
ground condition. We understand and regret *** ******** frustration and we will continue
to monitor the ground conditions and get a driver out to pick up the tank as quickly as we
can.
Thank you for bringing the customer’s concerns to our attention. Please contact me if you
have any questions.
Thank you,
***** ******
Paralegal
Customer Answer
Date: 12/21/2022
[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: company continues to show up ill equipped to remove the propane tank without damaging the property. Even the driver has stated if they had known from dispatch that the ground was soft they would have brought a tank dolly. Past that, the ground has been frozen for 3 days now and Ferrellgas hasn't shown up. I'm sure they'll be here as soon as it thaws again though, wanting to drive a crane truck across a wet front yard.

Regards,

**** ******

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Ferrellgas is NOT a BBB Accredited Business.