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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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:10/31/2022
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 dont have the exact date, between March/May 2022. We got a new roof and removed/discarded our old HVAC unit. It was the only appliance that used propane. My husband called Ferrell gas to notify that we do not need propane anymore and to remove us from auto fill. On 10/28/22 we got a bill in our mailbox for $187.94 for a fill up of 83.9 gallons. My husband called Farrell gas today 10/31/22 and they said there is no record on file of stop autofill. They said we had to pay for the unwanted gas delivery and all fees associated with the removal of the gas and tank. Also that non payment will result in collections. We already paid in full for the gas that was already in the tank as it was only 83 gallons short of full. We should be either refunded for the already paid for gas or come take the tank and gas at no cost.
Business Response
Date: 11/04/2022
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 billing.

Ms. **** indicates that in March or June, her husband called Ferrellgas to cancel their auto-
fill membership. Unfortunately, we have no record of that call so the membership was not
cancelled and therefore, we delivered propane in late October 2022.

The customer called Ferrellgas after the October delivery and requested a reimbursement
for the propane delivery. This complaint was escalated to our Customer Service Manager
who initiated a tank pick up and a reimbursement for propane. However, on November 3,
2022, the customer called Ferrellgas and requested to keep the tank. At that time, we
confirmed that she was no longer on our auto-fill program. Ms. **** is now a “Will Call”
customer, meaning that we will not deliver propane until the customer requests a delivery.

We regret that Ms. **** was dissatisfied with the 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.

Thank you for bringing the customer’s concerns to our attention. Please contact me if you
have any questions.
Initial Complaint
Date:10/28/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Horrendous customer service. They took my money for a service, but never rendered a service, nor made any attempts to communicate any delays.
Business Response
Date: 11/09/2022
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 the relevant field personnel, and offer the following response:

The customer’s concerns relate to billing and customer service.

Mr. ********* account reveals that on October 20, 2022 a tank set and fill order was placed.
The order end date was November 3, 2022, fourteen (14) days from the order start date.
On October 31, 2022, Mr. ******* cancelled the tank set and requested a reimbursement.
At that time, the order was cancelled and reimbursement was initiated.

We regret that Mr. ******* was dissatisfied with the communication with Ferrellgas.
Ferrellgas strives to provide excellent service to every customer, and we regret that he did
not feel he received that level of service. Mr. ********* concerns have been relayed to the
relevant field personnel.

Thank you for bringing the customer’s concerns to our attention. Please contact me if you
have any questions.
Initial Complaint
Date:10/24/2022
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 have had an account with Ferrellgas for approximately 30 years that I use to service some rentals that I own. During that time I have never been late on a payment to them. Starting around 2-3 years ago their level of service declined drastically and they began to make arbitrary unilateral changes to their customer agreements. This includes but is not limited to increasing their delivery times to 2 weeks from the prior 5 days. Increasingly slow phone service to address orders and problems.
Most recently today I discovered that they had imposed a $500 credit limit on my account which is ridiculous given my perfect payment record and that it costs around $900 to fill just one of my tanks, they don't bill me for 2 to 3 weeks so today I was unable to order fill a second tank since I had a different one filled 10 days ago and have not yet received a bill. The system that I have used with them for the last 30 years is now impossible to use. I have changed nothing and complied with all of their demands, I don't see how they can treat people this way and remain in business.
Business Response
Date: 10/25/2022
The consumer complaint filed by ***** ******* has been forwarded to the Ferrellgas Legal
Department for investigation and comment. I have reached out to the relevant field personnel
and offer the following response:

***** expressed concerns regarding customer service, delivery timeframe and a credit limit.

Ferrellgas strives to provide best-in-class customer service and we regret that ***** did feel that
level of service was received. The delivery timeframe the customer was provided is a window, an
estimate. Not unlike most of the nation’s industries Ferrellgas is diligently working to increase our
workforce supply to keep up with the customer demand and unfortunately, there are times that
our customers experience longer wait times for services than we would like.

We understand the customer’s frustrations and our Customer Service Manager has reached out
to ***** directly to address the concerns including the credit limit on the account. The customer’s
account reveals that there are no previous orders for both tanks at the same time so the limit has
never been as issue. We have raised the limit in case this happens again.

Thank you for bringing the customer’s concerns to our attention. We hope this brings the matter
to a close.
Initial Complaint
Date:10/22/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ferrellgas changed the name on my account/service location to a person I am not associated with. My name is ***** ****** and I purchased the land at **** ****** **** **** ****** ***** ** ***** more than 20 years ago. I built a house on this property in 2016 and hired Ferrellgas as my gas provider. I have had excellent customer service until this week. The name on my account/service location was changed to ******* ********. I do not know this individual nor does he have permission to use my address. Ferrellgas did not contact me for permission to make this change. I submitted an email to Ferrellgas this morning to hopefully begin the research on this issue. It is outside of regular business hours and I am unable to speak to anyone. Businesses share data with many entities. Ferrellgas not only needs to correct the error, but contact all entities they share information with and disassociate my name and address with ******* ********* The domino effect of this error needs to be considered and addressed. Thank you for your time. I appreciate it.
Business Response
Date: 10/24/2022
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:

The Ferrellgas postcard that Ms. ****** received at her address, bearing Mr. ********** name, was
an internal, mailing error. We apologize to the customer for the concern that caused her but
assure Ms. ****** that her Ferrellgas account is still in her name and no personal information has
been compromised.

Thank you for bringing the customer’s concerns to our attention. Please contact me with any
questions or further concerns.
Initial Complaint
Date:10/17/2022
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.
We have been customers with Ferrellgas since 2001. We pay $25.71 yearly for rent of a LP Tank for our swimming pool. September 2022 bill, we were charged $300 for rent! They claim they started a new fee for under used accounts. so instead of $25.71, its now $300! I received no notice of this. They said they require 2 fills per year. This is something new as well? I use the tank for a pool!! Never would I need to fill 2x a year! And no notice! And Ferrellgas will not work with us. I told them they could come out and fill and they said they will not bend on the fee. Then I asked about buying the tank, they would charge $400 + to buy. This is after I already gave them $530 over the last years for rent. This is just insane. no notice, not one contact about any change to our account.
Business Response
Date: 10/24/2022
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:

A review of Ms. ******** consumer account reveals she commenced services with
Ferrellgas in June 2002 and leases a 120-gallon propane container.

Ms. ****** is concerned about a tank rental increase.

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 14, 2019.
Therefore, she is not meeting the Minimum Volume Requirement and her annual tank
rental increased. We did not charge Ms. ****** a low usage fee.

Notice to all Ferrellgas customers not meeting the Minimum Volume Requirement was
mailed in postcard form in July 2022. We regret that Ms. ****** seems to have not received
her notice.

In an effort of good faith, we have initiated a credit of $100 towards Ms. ******** rental
fee. She should allow 3-5 business days for her account to reflect the credit. If Ms. ******
does not meet our Minimum Volume Requirement next year, her rental fee will increase
again.

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: 10/25/2022
[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: Postcard? You are making a large change like your terms and you send a postcard? Most postcards are not delivered due to considered junk mail. Mute point at this time.
I feel you miss my point totally. I have been a customer for 22 years, using Ferrell to provide my SWIMMING pool gas for the pool heater. So we have a very short season, and the last few years, MN has been hot and in a drought.
I am happy with the $100.00 credit. I ask that the good will offer of $100.00 be applied to my account while I work with customer service in buying our tank. We have no other option at this point. Our tank is still 1/2 full, and I will never obviously be able to fill up our tank 2x a year...again. for a SWIMMING POOL... I am sorry you are cutting off your customers that need propane gas for recreational use.
Regards,

***** ******
Business Response
Date: 10/28/2022
The consumer complaint reply filed by Ms. ****** has been forwarded to the Ferrellgas
Legal Department for investigation and comment.

Ms. ****** is further concerned about the method of mailing we used to send notice to our
low usage customers. She states: “…making a large change like [Ferrellgas] terms and you
send a postcard?” Please note that Ferrellgas made no changes to our Terms and Conditions
and the notice was sent as a reminder to our low usage customers that they were not meeting
our Minimum Volume Requirement.

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 14, 2019.
Therefore, she has not met the Minimum Volume Requirement for years while we have
not charged Ms. ****** a low usage fee, we raised her rental fee to reflect her low usage.

Per the customer’s reply, she is working with our field personnel to purchase her tank.

Thank you for bringing the customer’s concerns to our attention. Please contact me with
any further questions or concerns. Thank you.
Initial Complaint
Date:10/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I (married 56 years)are both disabled seniors and have been with Ferrellgas for many years. I have always called when we need a delivery to control pricing. Most recently a unauthorized delivery was made to our home in our absence. The cost per gallon was at peak ($4.99/gal) and the bill is far out of our ability to pay and is why I have always called for prices and deliveries. **** the office manager has been less than concerned or apologetic, in fact he is somewhat aggressive and rude.. It appears he has an personal issue which stems from jealousy. Recently while checking current prices I had a friendly phone conversation with one of his receptionist "*****" ..We also spoke of the goods and bad's of the beautiful area I live in. When speaking with **** he attempted to cover up his mistake by saying I had a conversion with *****. Not sure of his ulterior motive but I do not appreciate threats.**** refuses to take the propane back because he knows it is contaminated!. I would like my account cleared of all charges and the tanks removed. Thank you for your time, ****
Business Response
Date: 10/14/2022
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:

A review of Mr. ******** consumer account reveals he commenced services with Ferrellgas
in August 2018; leases two 500-gallon propane containers (manifold system); chose our
Will Call delivery service and Net 30 payment terms.

His concerns relate to a recent propane delivery.

Mr. ****** is a Will-Call customer. This means that in order for us to know that he needs
propane, he has to call us. The customer’s propane order history is outlined below. His most
recent order was placed on July 27, 2022. On August 3, 2022, we delivered 280.7 gallons
at $2.34 per gallon.
Mr. ******** account balance is itemized below.

July 27 2022 Propane Order (plus our standard fees) $682.78
Finance Charge $ 0.07
Finance Charge $ 0.62
500g Container Rent $ 65.00
500g Container Rent $ 95.00
$843.47

As requested, a tank pick up service has been created. Pursuant to our Customer Agreement
for Propane Sales and Equipment Rental, to which Mr. ****** is a party to, “If Service is
terminated, in addition to any other remedy we may have, we may adjust or disconnect the
equipment to stop withdrawal of Propane from any Tank, pick up any Rented Equipment
and repossess and dispose of any Propane left in the Tank. You will be charged a “Tank
Pick-Up Charge” and other applicable charges as set forth on the Current Charges List as in
effect at the time of termination. You may be entitled to a credit or refund for any Propane
which remains in the Tank, subject to tank pump out and pickup charges and other charges
specified in the Current Charges List. In the event that we determine, in our sole discretion
in accordance with our internal policies, to provide a refund for Propane remaining in the
Tank, the refund will be applicable only to Propane that we resell and the refund shall be
based on the lower of the price at which you purchased the Propane or our current daily
price for the Propane at the time that we take possession of the Propane.”

We will arrive to pick up our equipment the week of October 17, 2022. It is Mr. ********
responsibility to make certain that we have access to our equipment at the time of pick up.
Mr. ****** will be credited for any unused propane, subject to any applicable charges as
outlined above.

Thank you for bringing this customer’s concerns to our attention. Please contact me with
any questions or further concerns.
Customer Answer
Date: 10/17/2022
Due to the medical problems in our household we are forced to pay these animals, which I have done. **** the district manager of Ferrellgas located in Galt California, was threatening to sue us and take our propane that we use for heat, cooking and other household functions. This is not a good practice and in being honest no other propane company will come and transfer the contaminated propane into their tanks and **** REFUSES to take it back (probably because he knows it is bad gas) This ****** way of getting rid of bad propane and it prevents us from changing companies. I realize you cannot help with my problem but maybe you can prevent this from happening to other elderly, disabled seniors. I truly wish you could have helped stop **** from doing this to disabled folks and everyone else. Blessings, ****

**** ******
Initial Complaint
Date:10/12/2022
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.
In late June 2022 I requested propane service from Ferrell gas. The company sent someone to the service address to determine the location of the new tank. The gentleman was at my house for 10 minutes stating I would receive a quote in a few days. On July 7th I received a bill for $108.00 for a site visit. I then spoke to a representative whom said the charge would be removed once service was begun. Subsequent to the visit weeks went by and every time I inquired about getting service I was told that in 3-4 weeks someone would be in touch. After twice being told this with no other explanation than they were busy I decided Ferrell gas was not able to perform the service which they quoted me in June. On August 11th 2022 I cancelled the service concerned I was not going to get a tank in a timely fashion. I called another company and had a tank set within a week. Three months after I received the first bill for $108. (July 2022) I received another one on October 11th 2022 for the same amount.
Since I have never had much luck getting another live on the phone I sent an email on 10-11-2022 explaining my complaint about being charged for something I never agreed to and that Ferrell was never able to perform by providing me service. The tech was here no more than 10 minutes yet the bill said it was an hour visit.
Their reply was curt and only stated their policy to charge for site visits began in Jan 2022 and then left a link for me to pay online.
I wrote back and told them I would not pay for a service I did not receive and until they could apprise me of where I agreed to be charged I would not pay the bill. Frankly, I wont be bullied by a corporation to pay for something I never agreed to. Further, Ferrell has never offered an explanation as to why they were not able to provide service after waiting some 6+ weeks and no delivery date in site.
I have asked they remove the charge or demonstrate that I agreed to pay this fee in advance.
Business Response
Date: 10/13/2022
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 to relate to billing and delayed service.

The customer’s account reveals that a tank set service was requested by Mr. ***** in
June 2022 and completed on July 9, 2022. At the time of request, he should have been
notified by our Customer Service Specialist that we were several weeks out in scheduling
and that we charge $100 (plus tax) for site checks. If the site check proposal is approved
by the customer, the $100 site check charge is credited towards the proposal. If the site
check is confirmed with our Service Scheduler, then the customer cancels, no refund is
given. A tank set was created in our system on July 19, 2022 but cancelled by the
customer. However, in an effort of good faith, we have credited Mr. ******* account for
the $100 (plus tax) and his account is at $0.

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

Thank you for bringing Ms. ******* concerns to our attention. I hope the above resolves
any remaining questions or concerns. Of course, please do not hesitate to contact me.

Customer Answer
Date: 10/14/2022
[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:10/11/2022
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.
Unethical withdrawal of funds from checking account for $213.27 for tank rental because I hadn't ordered propane in the last 2 years??Normal tank rental was $35.00 a year!!
We received no email or paper notification of the enormous price hike!! I spoke with them twice without resolution!!
What right do they have to take my money out of my checking account without permission or notification!!
There is no paperwork or receipt for their withdrawal!!
Business Response
Date: 10/12/2022
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 July
2003; leases a 120-gallon propane container; chose our “Will Call” delivery service and has Net 30
payment terms.

Ms. ***** is concerned about an increase in tank rental and payment terms.

In August 2022, Ms. ***** paid $200 (plus tax, totaling $213.75) for rental of Ferrellgas equipment.
Ms. ******* account is not set up for automated payments and the rent fee was paid via ACH.

Our Master Agreement for Propane Sales and Equipment Rental, to which Ms. ***** is a party,
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 while Ms. ***** has ordered propane in the last few years, she is not
meeting the Minimum Volume Requirement for her 120-gallon leased tank, thus her annual tank
rental has increased.

In addition to the rental fee payment, Ms. ***** made a payment of $231.27 in August 2022. This
also was a customer authorized payment, made via ACH, for a propane delivery.

Thank you for bringing Ms. ******* concerns to our attention. We hope this resolves the matter.
Customer Answer
Date: 10/17/2022
I'm replying to your previous email with Ferrellgas' reply to my complaint.
I have been with them since 2014 and have never received or told where online I could find their Bylaws and Regulations regarding their 2 year requirement to purchase propane or else?? Where did they come up with $213.27??
Also, no notification by email or mail to go directly into my checking account and take my money!!! They're being unethical as a business and people should know about!!!
Business Response
Date: 10/24/2022

The consumer complaint reply 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 July
2003; leases a 120-gallon propane container; chose our “Will Call” delivery service and has Net 30
payment terms.

Ms. ******* concerns relate to an increase in tank rental and payment terms.

Ms. ******* account is a Will Call, Net 30 account. Meaning, we do not have Ms. ******* banking
information on file. She must call in for a delivery at which time, an invoice is created for her
payment. In August 2022, Ms. ***** paid $200 (plus tax, totaling $213.75) for rental of Ferrellgas
equipment. Ms. ******* account is not set up for automated payments and the rent fee was paid via
ACH.

Our Customer Agreement for Propane Sales and Equipment Rental (“Agreement”), to which Ms.
***** is a party, 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”. Ms. ***** states that we does not know where to find a copy of the Agreement. A copy is
sent to every new Ferrellgas customer when they sign up for Ferrellgas service. Additionally, she
may find a copy on Ferrellgas.com.

Our records indicate that while Ms. ***** has ordered propane in the last few years, she is not
meeting the Minimum Volume Requirement for her 120-gallon leased tank, thus her annual tank
rental has increased. In July 2022, a postcard like the attached, was sent to our low volume
customers, including Ms. *****, informing her of a tank rental increase.

In addition to the rental fee payment, Ms. ***** made a payment of $231.27 in August 2022. This
also was a customer authorized payment, made via ACH, for a propane delivery. As previously
mentioned, we do not have Ms. ******* banking information on file.

Thank you for bringing Ms. ******* concerns to our attention. We hope this resolves the matter.
Customer Answer
Date: 10/25/2022
[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:

Regards,

****** *****
Initial Complaint
Date:09/27/2022
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.
Purchased a home with belief that buried propane tank was owned. Ferrellgas now informs me it is leased and refuses to sell it back at a market-rate. Digging up tank is cost prohibitive. Continue to get charged above market rates and I can’t use a competitor to service tank even though the price quoted from other local dealer is 28% lower. Was hung up on and no commitment when manger would address concern.
Business Response
Date: 10/10/2022
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:

A review of the consumer account reveals Mr. ******* commenced services with
Ferrellgas in October 2020; leases a 1000-gallon underground propane container; chose
“Will Call” delivery service and Pay In Advance payment terms.

Mr. ********* concern relates to ownership of the underground tank and propane pricing.

Propane containers are considered personal property and are not conveyed in a real
property sales transaction. The tank in question has not been sold to any party and remains
a Ferrellgas asset. If Mr. ******* is in possession of a bill of sale for this tank, he should
contact the ***** ******** ******* ****** ** ************ so they may review that
paperwork.

On October 10, 2022, our General Manager spoke to Mr. ******* regarding the above. He
was informed that the Service Unit servicing Mr. ********* area is not currently selling
underground tanks.

Within the last year, oil prices have skyrocketed causing all petroleum products such as
Gasoline, Diesel, Natural Gas and Propane prices to follow suit. Mr. ******* mentions, in
his complaint, another propane provider offering a lower price per gallon. It is important
to note that it is very likely that they quoted him a one-time, first fill price to induce him
into switching providers.

We understand and sincerely regret the frustration Mr. ******* feels. In available markets,
Ferrellgas residential customers are given the opportunity to join a preferred customer
program called “Platinum Plus”. In short, this program offers a lock-in rate to help keep
prices manageable for our customers. If Mr. ******* is interested in the Platinum Plus
program, he should contact the ***** ******** ******* ****** at the number listed above.

Thank you for bringing Mr. ********* complaint to our attention and we hope this resolves
his concerns. Please do not hesitate to contact me with any questions or further concer
Initial Complaint
Date:09/19/2022
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.
On 9/16/2022 Ferrellgas was supposed to come to our house in between 8-10 am. The driver finally showed after 11am with no call or update that they would be late, "even though I reached out" and they said they would call and give us an approximate time, they never did. Once the driver arrived he proceeded to drive over a nice concreate patio slab," that isn't part of the driveway and cracked the corner off". There was plenty of room to go around the slab in the yard and the driver should've known better, than to drive an extremely heavy vehicle over the corner of a patio slab. When we had called to schedule the tank drop off and set everything up, "being new customers and all". We had told them it was very important to us to have a newer tank that looked nice. After all we were switching from **** ***** *******, and the reason we were switching was because there tank was leaking gas out from a failed weld on a valve. The tank that Ferrellgas brought out was from 1971, 20 years older than the one we already had, so when I seen the pitted tank with fresh paint, and less than impressive up keep, I told the driver no thanks. We are not interested in having an even older tank at our property. So he loaded back up and left. I called Ferrelgas to report the concreate damage and to see if they wanted to try again and bring out a newer tank as was agreed on, the lady was rude and gave me an email address... I'm not interested in an email address. I'm interested in getting this concreate fixed properly
with rebar and concreate epoxy. I'm also interested in getting a newer tank "1993" or newer. And lastly I'm interested to see if the company does the bare minimum to resolve this matter or actually takes pride in customer service. For that will determine if there is potential to do business with them. For first impressions this has been an absolutely horrible experience ,waste of time and along with the property damage it seems one could expect more from such a large company.
Business Response
Date: 09/19/2022
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 customer service, a poorly painted tank and a damage claim.

Ferrellgas strives to be the best in class in customer service and we deeply regret that Mr. *******
did not receive that level of service. A Ferrellgas Customer Service Specialist left a voicemail for
Mr. ******* today (September 19) to discuss a properly painted tank and his damage concerns.

Thank you for bringing the customer’s concerns to our attention. Please contact me with any
questions or further concerns.
Customer Answer
Date: 09/20/2022
[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: If they were serious about resolving this matter they would give me a direct line to someone that can get this matter resolved. But the message they left
on the phone voicemail is a generic number. It is the companies responsibility to document the damage they caused not mine. This problem has wasted enough of my time and continues to waste more.
I'm convinced the company doesn't take pride in customer service but rather does the bare minimum. That is why someone from the company hasn't came out to document the damage or fix it,
they rather play phone tag and do the bare minimum, it's obvious. And it's even more obvious when they want me to participate in a problem they created.

Regards,

****** *******
Business Response
Date: 09/26/2022
The consumer complaint response reply 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. ******* has further concerns related to a damage claim.

It is my understanding that on Wednesday, September 21, 2022, a Ferrellgas Representative
spoke with Mr. ******* to review the claim process and assure him that we would cover repairs
of the damaged concrete. Mr. ******* agreed to provide us with estimates for the repair so we
can proceed with repairs.

Thank you for bringing the customer’s concerns to our attention. Please contact me with any
questions or further concerns.

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Ferrellgas is NOT a BBB Accredited Business.