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Business Profile

Propane

Ferrellgas

This business is NOT BBB Accredited.

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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

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    Customer Complaints Summary

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

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 mother, ****** ******, has been without propane since Feb. 8. She contacted Ferrell Gas to request a fill and they informed her it would there by Feb. 21. It is still not here. She uses propane for her heat, hot water and cook stove. Ferrell Gas is aware of this and has not delivered. The tank is leased from Ferrell Gas and was indicating that she was at 20% when she was at 0%.

      Business Response

      Date: 03/06/2025

      Please see the attached response.Ms. ***** has indicated that she has submitted this complaint on behalf of her mother, who is a Ferrellgas customer. Ms. ***** is an authorized contact on the customer’s account. A review of the customer’s account reveals she leases a 500-gallon propane container. The account is set up as Will Call, which means that the customer must contact Ferrellgas before a delivery order is placed.

    • Initial Complaint

      Date:02/22/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called for a tank refill close to three weeks ago. The refill date came and went When my tank became critically low I started calling. I assumed they would send someone right out That was not the case AT ALL
      . They allowed my tank to run empty. I called and told them it was empty there response was "Well your not on the schedule today" That was Friday February the 21st 2025.They don't deliver on the weekends so I'm stuck at least untill Monday without heat or a way to prepare meals. Who knows when they will decide to come fill the tank

      Business Response

      Date: 03/05/2025

      Please see the attached response.Mr. C***y initially contacted Ferrellgas to place a delivery order for 275 gallons on February 3, 2025 when the tank was at 25%. The order was placed, and the delivery timeframe provided was from February 4, 2025 to February 17, 2025. Ferrellgas’ Customer Agreement for Propane Sales & Equipment Rental advises Will Call customers to contact Ferrellgas when their tank is no less than 30% or no less than seven business days prior to the date that propane will be needed. This information is also posted on Ferrellgas’ website as a banner on the top of the website

    • Initial Complaint

      Date:02/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      2/14/2025 Date of order

      2/19/2025 Called in to support to see if they had a schedule and could make it out shortly as I was going to run out of propane, I informed them that we had two kids and we needed propane asap. Ian informed me if I ran out of propane to go get space heaters for my house. That was a response I was not prepared for. He said it should be there by the 21st. The call ended in disbelief

      2/21/2025 Called back into support as the delivery date on the receipt stated the 21st, No show and we are at 1% remaining on propane. She said I could expedite for a $100 fee, this makes no sense, when you should have been here on the 21st per my receipt. This company doesn't care about you or your family. They will be out next week hopefully, but now we have to cancel people coming into town and go find a hotel to stay at......

      Business Response

      Date: 03/05/2025

      Please see the attached response.Mr. C*******s’ concerns relate to receiving a propane delivery after running low on
      propane. The C*******s placed a delivery order via MyFerrellgas on February 14, 2025
      when the tank was at 22%. The delivery timeframe provided was from February 15, 2025
      to February 21, 2025. Ferrellgas’ Customer Agreement for Propane Sales & Equipment
      Rental advises Will Call customers to contact Ferrellgas when their tank is no less than
      30% or no less than seven business days prior to the date that propane will be needed.
      This information is also posted on Ferrellgas’ website as a banner on the top of the
      website.

    • Initial Complaint

      Date:02/21/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Been waiting for a propane delivery since 2/10/25. Called Ferrellgas and reported very low.
      The next day tank was empty. Called as was told the could not come until next week. Called
      several more time that week and was told the same thing. Then they promised Monday 2/17/25
      didn't show up, they called and said rescheduled until 2/18/25. I have text confirmation delivery
      would be 2/18. Didn't come. I called again 2/19 and was told we were on schedule for that
      day, delivery 13 of 16. Still did not come. Multiple calls 2/20 with no satisfaction. Called again today and was told again on schedule for today 2/21. I can't believe they treat their customers like this. They don't care.
      This is my 85 year old mothers house, she has had no hot water or stove for 11 days now. Thank god she doesn't heat with propane or she would have frozen by now.
      I asked for a call from a manager and I'm still waiting for that. I have spoken with an agent Keith who has been very helpful, even though he didn't have the best news, and he did call me back like he said he would.

      Customer Answer

      Date: 02/24/2025

      Propane delivery was made on 2/21/25 around 6:00 pm

      We are satisfied with the delivery, however, still think this was a horrible to treat an elderly long time customer.

    • Initial Complaint

      Date:02/21/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 Gas is the propane provider for my home. There have now been multiple instances where I have ordered propane weeks ahead of the need and it taking them 3-4 weeks to deliver. This particular instance, I ordered gas on 1/25/2025 and still they have not delivered gas to my home as of today 02/21/2025. There is no other way to heat my home and last night I ran out of gas. I'm exhausted with the constant problems when it comes to getting gas from this company. The cost to change companies is upwards of 600 plus dollars. I cant understand what the issue is. There is an excuse every time for the last 5 years. It very much seems as though ferrell gas does not care about their customers.

      Business Response

      Date: 03/05/2025

      Please see the attached response.A review of Mr. S*****t’s consumer account reveals he leases two 120-gallon propane containers that are connected to a manifold system. The account is set up as Will Call, which means that the customer must contact Ferrellgas before a delivery order is placed.

    • Initial Complaint

      Date:02/21/2025

      Type:Delivery Issues
      Status:
      Answered
      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 gas has refused to deliver gas despite payment. They made me pay to ensure they would deliver gas, temperature was below freezing and I explained I have children in house, my elderly mother with heart conditionbut after taking payment they refused to deliver gas. I tried to beg wnd explain our situation but the manager name chris refused to help.
      This is inhumane.
      -1 degree after a snow storm with children ( 5 yr old) stuck in a house with no heat in inhumane.
      This issue need to be addressed.

      Business Response

      Date: 02/28/2025

      Please see the attached response.A review of Ms. *******’s consumer account reveals she leases a 500-gallon propane container. The account is set up as Auto Fill, which is Ferrellgas’ convenient delivery service where Ferrellgas estimates the customer’s propane usage based on our advanced computer system, and delivery will automatically be scheduled when our system indicates that a refill is needed.

    • Initial Complaint

      Date:02/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 requested propane gas when my tank was at 20% on January 29th. I was given a delivery date of February 13th. On February 12th I received an automated message stating that it would be three days late. On February 16th there was still no delivery. On February 18th I called to check on the status. A customer service agent stated it would be delivered tomorrow, the 19th. I asked them to please check my gage as well to confirm it was working. On February 19th I called and a customer service agent stated it would be delivered and I would have a new gage installed tomorrow, the 20th. On February 20th they stated they attempted delivery but I needed a new gage and they could not install one because there was too much snow in my driveway. I called to inquire about this considering my non-four wheel drive car could drive through the driveway just fine. The first agent stated she would call me later. I never received a follow up call. When I called a second agent, they told me I should have requested gas sooner than 3 weeks prior. When I asked to please talk to a manager, the customer service agent hung up on me. When I called a third agent they told me to purchase a space heater. I have now been without heat for 21 days. I have no outstanding payments due to Ferrell gas. I have my own tank.

      Business Response

      Date: 02/28/2025

      Please see the attached response.Ms. ******’s concerns relate to receiving a propane delivery after running out of propane. Ms. ****** initially contacted Ferrellgas to place a delivery order on January 29, 2025 when the tank was at 20%. The order was placed, and the delivery window provided was from January 30, 2025 to February 13, 2025. Ferrellgas’ Customer Agreement for Propane Sales & Equipment Rental advises Will Call customers to contact Ferrellgas when their tank is no less than 30% or no less than seven business days prior to the date that propane will be needed. This information is also posted on Ferrellgas’ website as a banner on the top of the website

    • Initial Complaint

      Date:02/19/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I, ***** ****** ordered 150 gal. of propane on February 3, 2024 and paid $186.40.
      Ferrellgas, Atlanta tx location were to provide me with 150 gal propane but only received a 105.7 gal.
      The dispute is the returning the remaining credit of $73.52 that was left on the account.

      Business Response

      Date: 02/26/2025

      Please see the attached responseFebruary 26, 2025
      Complaint Specialist
      Better Business Bureau
      Subject: ***** ***** — Complaint# ********
      To whom it may concern:
      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 check for the credit on *** ******* account was mailed out to *** ***** on February
      19, 2025. *** ***** was advised that the check was mailed out on February 20, 2025.
      Thank you for bringing ***** ******* concerns to our attention, and I hope the above
      resolves any remaining questions or concerns. 

    • Initial Complaint

      Date:02/18/2025

      Type:Delivery Issues
      Status:
      Answered
      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 had a tank refill December 20, 2024. On February 14, 2025 I ran out of propane. Most of my refills last 3-5 months. As a disabled senior with severe arthritis, it is critical I have heat in my home. Ferrelgas refused to refill my tank until I paid my balance of $219. I have now paid the balance but Ferrelgas refuses to deliver propane on an expedited schedule unless I pay them another $150! I now have to wait another 6 days for heat! I can't go to another propane supplier because I have a leased Ferrelgas tank.

      Business Response

      Date: 02/25/2025

      Please see the attached response.

      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 leases a 120-gallon propane
      container. The account is set up as Will Call, which means that the customer must contact
      Ferrellgas before a delivery order is placed.

      *** ******* concerns relate to receiving a propane delivery after running out of propane.
      *** ***** placed a delivery order through MyFerrellgas on February 15, 2025. On February
      17, 2025, a Ferrellgas representative contacted *** ***** to advise that the past due
      balance on her account needed to be paid before the order could be processed. *** *****
      advised at this time that she was out of propane. A payment arrangement was made, and
      the credit hold was lifted so that the order could be placed.

      The delivery window provided was from February 18, 2025 to February 24, 2025. *** 
      ***** contacted Ferrellgas on February 18, 2025 to see if she could receive an expedited
      delivery. Expedited delivery was available at that time, and the charges for the expedited
      delivery were provided to *** *****. These fees are outlined in Ferrellgas’ Customer
      Agreement for Propane Sales & Equipment Rental (the “Agreement”). *** ***** did not
      elect to pay the expedited delivery fee, so the fee was not charged. Delivery was
      completed on February 19, 2025, which is two days after the order was processed. 92.1
      gallons of propane were delivered.

      Ferrellgas advises Will Call customers to contact Ferrellgas when their tank is no less than
      30% or no less than seven business days prior to the date that propane will be needed.
      This information is provided in the Agreement as well as posted on Ferrellgas’ website as
      a banner on the top of the site.

      Thank you for bringing ***** *****’s concerns to our attention. We hope that the above
      resolves the customer’s complaint. However, please do not hesitate to contact me with
      any further questions or concerns.

    • Initial Complaint

      Date:02/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company makes you PREPAY for propane when you place an order. I ordered on 1/31 and it is now 2/18 and have yet to receive a delivery. Tank is down to 3%. They are doing nothing to help this situation. Have requested multiple times for someone to reach out, call me back and update me. NOONE has done that. To help keep house warm and pipes from freezing, I had to go and spend $80 on electrical heaters and borrow some from family. I should be refunded money back for this inconvenience and the fact that they have had my money for multiple weeks and still have yet to provide their service.

      Business Response

      Date: 02/26/2025

      Please see the attached response.

      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 leases a 500-gallon propane
      container. The account is set up as Will Call, which means that the customer must contact
      Ferrellgas before a delivery order is placed.

      **** ******* concerns relate to receiving a propane delivery after running low on propane.
      **** ***** initially contacted Ferrellgas to place a delivery order for 200 gallons on January
      30, 2025. The order was placed, and the delivery window provided was from January 31,
      2025 to February 13, 2025. Delivery was completed on February 19, 2025. The tank was
      not out of propane as the tank was at 5% prior to being filled. Ferrellgas strives to provide
      best-in-class customer service, and we sincerely regret that **** ***** has not received
      that level of service. Due to the inconvenience, a $80.00 refund was issued back to the
      card used to issue payment for the delivery.

      Thank you for bringing ******* ******* concerns to our attention. We hope that the above
      resolves the customer** complaint.

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