Complaints

This profile includes complaints for Ferrellgas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ferrellgas

  1 Liberty Plz Liberty, MO 64068-2970

• 

  Ferrellgas, L.P.

  1115 3rd Ave Intl Falls, MN 56649-2955

• 

  Ferrell Gas

  PO Box 247 Ovid, NY 14521

• 

  Ferrellgass, L.P.

  PO Box 260 Johnstown, NY 12095

• 

  Ferrellgas

  10330 W Main St North East, PA 16428

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:02/18/2025

  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.

  out of propane completely with 4 kids in the house I ordered propane on the 14th i called on the 17th to check status of delivery and was told you're not the only person that's out of gas you will have to wait until the 22nd or pay us 100$ and you can be put on a 2 day delivery window ,I explained I have no heat or stove to cook on please help and she didn't care was very cold and told me to wait my turn or pay 100 that's all she can do . I will never use Ferrell gas again and will strongly promote others not to also

  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 he owns 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.
  
  *** *******’s concerns relate to receiving a propane delivery after running out of
  propane. *** ******* placed a delivery order for 200 gallons through Ferrellgas’ virtual
  assistant on February 14, 2025. The delivery window provided was from February 17,
  2025 to February 21, 2025. *** ******* contacted Ferrellgas on February 17, 2025 to see
  if he could receive an expedited delivery as he was out of propane. 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. 200.1 gallons of propane were delivered,
  which filled the tank to 45%.
  
  Will Call customers are advised 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 website.
  
  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:02/15/2025

  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.

  I had fuel delivered on February 14, 2025 to my home. Immediately after the driver pulled away, I went out to check the fuel level in my tank.
  I called Ferrellgas to inquire about a pending credit deposit on my account from Community Action. While confirming the credit, I asked the representative if it was normal to smell gas immediately after a fill. The representative stated that she needed to put in an emergency order for my tank to be inspected if I smelled gas and there could potentially be a charge for a test to be done.
  While on the phone, I went back out to my tank and did not smell gas. I explained to her that there was no smell of gas and I was on social security and could not afford a service charge.
  She said she would let them know and they would more than likely cancel the order since I did not smell any gas.
  About 10 minutes later, the driver returned because they told him I had a gas leak. I Asked the driver the same question I originally asked the representative and he confirmed that after a fill that you would generally smell gas from where hed disconnected the hose.
  He also did not smell gas. He left his phone in and they made him return to do a test anyway. I look this evening and see I have a charge of $353.91 for a test I had repeatedly told them I did not smell gas.
  I called in once again and the representative supposed to have had someone contact me, but they did not.
  I look on my account tonight and see that charge.
  I repeatedly told them there was no gas leak or odor after I went back out. I denied the service but feel this was pushed on me even after I explained that I was on a fixed income with Social Security..
  The driver also confirmed he did not smell gas and explain to me what I originally asked the representative the first time.
  They could’ve answered the question and said yes there is fuel left over from the hose once it’s removed. I explained to her and the driver that there was no odor thereafter yet I was charged?

  Business Response

  Date: 02/25/2025

  Please see the attached response.The consumer complaint filed by J*** ***l 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:
  Upon review of this matter, the determination was made to reverse the charge for the
  emergency service. The reversal is reflected in Mr. ****’s account. 

  Customer Answer

  Date: 02/25/2025

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  J*** ****

• Initial Complaint

  Date:02/12/2025

  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.

  Propane company has put me on their delivery route and taken me off 3 times in the last month trying to get my propane tank filled. No call backs, no real customer service as could not give eta of when I would receive my propane just that it was on the delivery route.

  Business Response

  Date: 02/21/2025

  Please see the attached response*** ********* concerns relate to receiving a propane delivery. *** ******** placed a 
  delivery order via MyFerrellgas. The delivery window provided was from February 1, 2025 
  to February 13, 2025. Delivery was completed on February 12, 2025, which was within 
  the delivery timeframe. *** ********* propane container was at 15% prior to being filled. 
  331.4 gallons of propane were delivered, which filled the container to 80%. 

  Business Response

  Date: 05/01/2025

  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:
  *** ******** attempted to place an online order on April 22, 2025, but she had a past due balance that needed to be paid before an order could be placed. An email was sent to *** ******** to advise of this information on April 22, 2025. On April 24, 2025, a Ferrellgas representative spoke with *** ******** because she wanted to set up a payment arrangement. A case was created, and a Ferrellgas representative attempted to call *** ******** later that day, but the call would not go through, which indicated that Ferrellgas’ number may be blocked on *** ********* phone. An email was sent to *** ******** shortly thereafter that provided the contact information for the department that would handle the payment arrangement.
  There is currently a past due balance on *** ********* account that must be paid before a delivery can be made. *** ******** can contact Ferrellgas at the contact information provided in the April 24, 2025 email to set up a payment arrangement.
  Thank you for bringing ****** ********’ 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.

  Customer Answer

  Date: 05/01/2025

  I was never called by anyone from Ferrellgas to speak about a payment plan. My phone has been on and active the entire time and no missed call. Also the email just told me to call again, why call again if I am waiting on a supervisor to contact me back about payment arrangements. Since that date my bill has been paid down by another 100 dollars. Ferrellgas will receive the rest of the money I owe but I am changing company and would recommend no one use Ferrellgas. 

• Initial Complaint

  Date:02/10/2025

  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.

  no gas delivery when promised to elderly tenant, AND our business, which had to close due to lack of heat.

  Business Response

  Date: 02/19/2025

  Please see the attached response.Delivery was completed for Mr. ********g and his two tenants on February 13, 2025. Mr.
  ********g acknowledged receipt of the delivery. As such, Ferrellgas considers this matter
  resolved.

• Initial Complaint

  Date:02/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered propane on January 20 and paid in full. They said that they would deliver by February 3 or sooner. I am out of propane and they are aware. On February 3 I received an automated message stating delivery would be pushed out 3 days which is today. When I called it is still not on tge schedule and they can not give me a date when it will be delivered. The remainder has been from -26 degrees to a high of 55. The past week has been in the 30s during the day. I just want the delivery.

  Business Response

  Date: 02/14/2025

  Please see the attached response.Mrs. B*********’s concerns relate to receiving a propane delivery after running out of
  propane. Mrs. B********* initially contacted Ferrellgas to place a delivery order on
  January 20, 2025 for 200 gallons. Mrs. B********* advised when she placed the order
  thatshe was close to being out of propane. Mrs. B********* was advised that there were
  no expedited delivery options at that time. The order was placed, and the delivery
  window provided was from January 21, 2025 to February 3, 2025

• Initial Complaint

  Date:02/06/2025

  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.

  On January 21, 2025 I ordered propane from my provider (Ferrell Gas). I did this two weeks in advancing know that they deliver gas within a week. After 13 days passed (Monday, February 3rd), I called Ferrell Gas to ask about the status of my propane order. I was told that it would be delivered tomorrow (Tuesday, February 4th). I told the women on the phone that I was now down to 12% in my propane tanks and that I had three young children at home. She assured me that it would be delivered tomorrow. Around 2:00pm on Tuesday, February 4th a Ferrell Gas truck pulled into my driveway. The driver started taking the hose off the truck and stopped, put the hose back on his truck and left. I called Ferrell Gas to see what happened. The customer care rep could not give me any sort of explanation, but told me someone would call me before the end of the day to give me clarification. Needless to say nobody called me back. At 8:00AM on Wednesday, February 5th, I called Ferrell Gas again to check on the status of my delivery. The customer care rep told me that they would deliver the gas today. I explained the situation with my kids and that I was down to 8% propane left in my tank. She assured me I would be an early delivery today. At noon I still hadn't received propane, so I called Ferrell Gas again. They told me I was still scheduled for today. At 3:00PM I called again and the customer care rep said my delivery would take place tomorrow, February 6th. I explained the urgency with three kids and that I was out of propane and they need to deliver the gas today, for it is my ONLY source of heat in the winter time. I was told a manager would call me, since they were unable to get one on the phone at that time. This is a completely unacceptable way of doing business. I never got an explanation from anyone why a truck pulled into my driveway and left, know full well that I has three children in the house and had no heat.

  Business Response

  Date: 02/12/2025

  Please see the attached response.Mr. T*****’s concerns relate to receiving a propane delivery after running low on propane. Mr. T***** placed a delivery order through MyFerrellgas. The order was placed, and the delivery window provided was from January 22, 2025 to January 28, 2025. Delivery was scheduled to occur on January 28, 2025, but the driver ran out of time, so the delivery was postponed. On February 4, 2025, a driver did come out of the propane containers, but the tanks were marked with a local competitor’s information. The driver did not know that the tanks were owned by Mr. T*****, and he attempted to verify the ownership of the tank but was unable to do so due to the poor service in the area. Our driver erred on the side of caution and left without providing delivery as it is not permissible to fill propane into a propane container without the consent of the owner. If the owner of the tank was the competitor, we would not have had permission of the owner to complete the delivery. Delivery was completed on February 6, 2025. 170.3 gallons of propane were delivered. The propane containers were not out of propane

  Customer Answer

  Date: 02/14/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 2******** and find that this resolution is satisfactory to me. I still think they are full of crap, but it's time to turn the page.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:02/04/2025

  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 some point, I purchased a Blue Rhino 20lb propane refill tank. I am not sure what big box store I purchased this from nor do I readily have the receipt. The Blue Rhino label has a code of *******3. This tank is defective. When hooking up a grill tube, it leaks, The previous tank and a different tank do not leak. Blue Rhino claims it is beyond the 12 month warranty. I submitted an on-line customer care request that they denied. I see nothing on their label indicating there is only a 12 month warranty. This is clearly a defective tank that Blue Rhino did not adequately test before refilling it and offering it for sale. Blue Rhino should exchange this tank for a non-defective one.

  Business Response

  Date: 02/13/2025

  Please see the attached response.The consumer complaint filed by ***** ****e has been forwarded to the Ferrellgas Legal
  Department for investigation and comment.
  I forwarded Mr. ******s complaint onto Blue Rhino’s Claims department to investigate
  the claim. It is my **derstanding that a Blue Rhino representative has comm**icated with
  Mr. K****, and Mr. K**** referenced that he refills some of his propane cylinders. With
  the code on the sleeve of the cylinder dating back to 2023, it seems to indicate that the
  cylinder has been refilled. The claim has been denied as Mr. K**** has not provided a
  receipt to prove that he has had the cylinder for less than a year.
  Thank you for bringing ***** ****e’s concerns to our attention. Please contact me with
  any further questions or concerns. Thank you.  

  Business Response

  Date: 02/13/2025

  Please see the attached response.The consumer complaint filed by ***** ****e has been forwarded to the Ferrellgas Legal
  Department for investigation and comment.
  I forwarded Mr. ******s complaint onto Blue Rhino’s Claims department to investigate
  the claim. It is my **derstanding that a Blue Rhino representative has comm**icated with
  Mr. K****, and Mr. K**** referenced that he refills some of his propane cylinders. With
  the code on the sleeve of the cylinder dating back to 2023, it seems to indicate that the
  cylinder has been refilled. The claim has been denied as Mr. K**** has not provided a
  receipt to prove that he has had the cylinder for less than a year.
  Thank you for bringing ***** ****e’s concerns to our attention. Please contact me with
  any further questions or concerns. Thank you.  

  Customer Answer

  Date: 02/21/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 2******5, and find that this resolution is satisfactory to me.  Blue Rhino, owned by Farrell Gas, agreed to replace the defective propane tank.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:02/04/2025

  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.

  On January 15, 2025 I called to schedule a propane delivery. I was told in the past by Ferrellgas to call when my tank is at 40% so they can fill it on time. On Jan 15th the representative took my payment and said I would have my gas delivered by January 29th. 2025. That did not happen so on January 30th I called to see why they did not full fill their commitment. I was told they are running behind, but that person couldn't tell me what date my tank would be filled. I waited a couple of hours and called them again, and was told that I now I am not even on their delivery schedule.
  I told the lady that we are going to run out of gas to heat our home if they do not deliver the propane on time. She said she would contact her supervisor, and that the supervisor would call me. That did not happen so I called again on Friday the 31st. I got the same "run" around that day also. I called then yesterday, Feb 3rd and got the same supervisor run around again. Today, Feb 4th I called AGAIN, and was told that a supervisor has 48 hours to call me. I told the young lady that this is not acceptable that someone needs to call me by the end of business today. The lady said sorry, but this is how it works. I told her that I've been waiting since last Thursday (1/30/2025) to hear from someone. My tank is now at 18% and I will run out of gas by this weekend.
  It told that information to the lady at Ferrellgas today, and she said she couldn't do anything.
  Can someone at the BBB help us? Since it is getting colder outside today we will run out of gas and all the pipes will freeze. Seems that Ferrellgas does NOT care for the customer!
  Thank you* ***** ***** *** *** ****

  Business Response

  Date: 02/12/2025

  Please see the attached response.Thank you for bringing Bo*** ****e’s concerns to our attention. Ferrellgas strives to
  provide best-in-class customer service, and we sincerely regret that Mr. ****e has not
  received that level of service. We hope that the above resolves the customer’s complaint

• Initial Complaint

  Date:02/03/2025

  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.

  1/24/2025, I contacted Farrellgas and requested a propane delivery. I explained the propane tanks are very low and requested a delivery soon. Customer Service communicated they will deliver ASAP but, the timeframe for delivery is from the date of order to 2/3/2025. However, I ran out of propane. 1/27/2025, I contacted Farrellgas and stated the situation and requested an emergency fill. At this time, Customer Service suggested in the future I call before the tanks go empty, and emergency fills are not offered in my area. One of the reasons, I am receiving services from Farrellgas is the reassurance of emergency fills. I was not aware this advertised service was not option for me due to my address. I proceeded to share that I have a child at home and propane is my only source of heat. Again, Customer Service Suggested call sooner next time and the call was discontinued. I did not return call as we were disconnected. I contacted Farrellgas via the chat on the website. I communicated the information that I noted above. I was communicating via chat with Patricia S. Patricia said she would contact the Logistics Manager for my area and find out if they are able to assist sooner than later. Patricia S. said I would receive a call or text message by the end of the day with further information. I did not receive a call or text. 1/28/2025, I contacted Farrellgas with the same concern. I did so via call and chat. I was told this matter would be looked into and I would receive information via a call or text. 1/29, 30, 31 and 2/3/2025, I continued to reach out to Farrellgas. During the calls Customer Service representatives were rude, often discontinuing the calls. It was suggested I view the delivery date on the website. I did so. It noted a delivery would arrive by 2/3/2025. This did not occur. I called AGAIN. It was communicated MAYBE 2/4/2025. They should NOT advertise they provide emergency assistance when they do NOT! Farrellgas should deliver as scheduled/promised.

  Business Response

  Date: 02/12/2025

  Please see the attached response.Thank you for bringing ***** ******’s concerns to our attention. Ferrellgas strives to
  provide best-in-class customer service, and we sincerely regret that Ms. M***** feels
  that she has not received that level of service. 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:01/31/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for propane delivery on 1/18/25, was told it would be there by 1/31/25. While waiting for delivery we ran out of propane, called the company and they insisted it would be delivered on 1/31/25. On 1/31/25 received an automated message that our delivery would not be delivered on 1/31/25 but would be there sometime within the next 3 days. We have been without heat(propane) since 1/28/25

  Business Response

  Date: 02/12/2025

  Please see the attached response.Mrs. H*****’s concerns relate to receiving a propane delivery after running out of propane. Mrs. H***** initially contacted Ferrellgas to place a delivery order on January 18, 2025. The order was placed, and the delivery window provided was from January 19, 2025 to January 31, 2025. Delivery was completed on February 1, 2025. 408.1 gallons of propane were delivered, which filled the container to 80%. The leak meter was provided to Mrs. H***** at no cost. Ferrellgas strives to provide best-in-class customer service, and we sincerely regret that Mrs. H***** feels that she has not received that level of service.
  Thank you

  Business Response

  Date: 02/20/2025

  Please see the attached responseThe consumer rejection filed by J**** ****el has been forwarded to the Ferrellgas Legal 
  Department for investigation and comment. 
  The delivery timeframe that was provided to Mrs. H***el was an accurate timeframe of 
  how long delivery would take in that area. Delivery occurred one day after the end of the 
  timeframe. This timeframe was not provided in any way to penalize Mrs. H***el because 
  her account is not set up as Auto Fill as she stated in the rejection. As a goodwill gesture 
  in an effort to provide good customer service, the price per gallon charged for the 
  February 1, 2025 delivery has been reduced, which decreased the total amount charged 
  for the delivery. 
  Thank you for bringing Janet H***el’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. 

  Customer Answer

  Date: 02/21/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 2*******, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******