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

  1202 E Patrick St Frederick, MD 21701-3171

• 

  Ferrell Gas

  3601 Francis Scott Key Hwy Taneytown, MD 21787-1505

• 

  Ferrellgas

  655 Ellicott St Batavia, NY 14020

• 

  Ferrellgass, L.P.

  5859 State Rt 31 Verona, NY 13478

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:01/16/2025

  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 called between Christmas and New Year to order a refill on our propane tank. We were at 20%. We paid $600+ for the fill and was told they would get it scheduled. I checked back online and called and they did not place my order until January 4, 2025. I was given the delivery date of before or on January 14th. Every time I called, they said I would have gas by that date.
  Today is January 16th and I still do not have gas. We have 0% gas now and have had that for two weeks, which we informed FerrellGas of.
  One of the customer service agents said they would expedite it and call me back, but they never did. The person I talked to yesterday* *****, said that everyone has lied to me and said that the date they give you is a target date, not a definite. She also mentioned that it looked like they attempted delivery but our driveway was too icy. I denied that because I work from home and no one has come by and our driveway has been cleared every day by my husband. She also mentioned that it looked like our order was cancelled at one time on accident but retracted her statement after I questioned it.
  Today I was told that the delivery date is unknown at this point and there is nothing they can do.
  I have two children and no propane to from FerrellGas to heat the house.

  Business Response

  Date: 01/24/2025

  Please see the attached response.The delivery order was originally placed on January 2, 2025 after payment was issued for
  the delivery. The propane container was at 15% when the order was placed. Ferrellgas’
  Customer Agreement for Propane Sales & Equipment Rental advises Will Call customers
  to contact Ferrellgas no less than the tank being at 30% or 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 site.

  Customer Answer

  Date: 01/24/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 2******3, and find that this resolution is satisfactory to me.
  
  
  
  Please note that the rank was at 0% when the driver arrived. It had shut off completely and would not heat. Further, we were told previously to wait until 15% before calling. Clearly there are communication issues between customers and Customer Service.

  
  
  Sincerely,
  
  
  
  ****** *****ns

• Initial Complaint

  Date:01/15/2025

  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.

  Paid for propane on 12-30-24. Amount of 851.54. I was told expect delivery on January 5-7 2024. As of end of business day January 14 2024 I still have not received a delivery. I have called company and was told they can not give me a delivery date. I was told they would call me to give me a date. I informed them that upon payment that I was low on propane and they said they would be there before I ran out. No issues. I have been out for 3days. I still have not gotten a response as to a delivery date. As I can’t get hold of someone local and it doesn’t appear that they have any concern for their customers I am filing a complaint. I was never sent invoice to be able to provide it for complaint.

  Customer Answer

  Date: 01/21/2025

  they did fill it for me

• Initial Complaint

  Date:01/13/2025

  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.

  I placed an order for gas to be delivered to my home on November 26, 2024 and paid $269.66 for delivery on December 3, 2024. The gas was not delivered on 12/3, so I called the company and was told that the order was for delivery between 12/3 and 12/13. The gas was not delivered by 12/13, so I called the company and was promised that the gas would be delivered by 12/23, before the holidays. The gas was not delivered. I have called numerous times and can get no answer regarding when the gas will be delivered. The company has stopped taking my calls.

  Business Response

  Date: 01/22/2025

  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:
  
  Ferrellgas strives to provide best-in-class customer service, and we sincerely regret that
  *** ***** has not received that level of service. The delivery order was originally placed
  on November 26, 2024 after payment was issued for the delivery. Due to unforeseen
  circumstances, the completion of the delivery order was significantly delayed. The
  delivery was completed on January 15, 2025 with 75.1 gallons of propane. The General
  Manager for the ******* service area contacted the ****** prior to delivery to discuss the
  delay.
  
  Thank you for bringing ******* ******* concerns to our attention and I hope the above
  resolves any remaining questions or concerns.
  

• Initial Complaint

  Date:01/09/2025

  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.

  I rent a Propane tank from Ferrell Gas and am required to use Ferrell Gas to refill my propane when needed. On December 30, 2024, I called Ferrell gas to report the need for a delivery and prepay over $800.00. My gas was at 32% full at the time of the call. On January 8th, 2025, my gas was still not delivered. I called Ferrell Gas and explained that our night time temperatures were in the teens and we were using a lot of propane. The CSR stated that our fill was scheduled for January 15, 2025. I explained that our tank currently had less than 10% and that we were going to run out of gas in the next couple of days. She did not care. I was told there was nothing that could be done, they were not offering expedited services, it would be in our interest to go buy some blankets and space heaters.

  Business Response

  Date: 01/16/2025

  Please see the attached response.The consumer complaint filed by C**** ********t 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 delivery order was placed on December 31, 2024. Delivery was completed on January
  9, 2025, which is within Ferrellgas’ 7 business days delivery timeframe. As such, Ferrellgas
  considers this matter resolved.

• Initial Complaint

  Date:01/08/2025

  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.

  Ferrellgas failed to monitor my propain and let it run low enough that the regulator froze and my heat stopped working in the middle of the night on 6/7th Jan. I called at 8am on the 7th to schedule a fill and I was told it would be a week unless I paid 150$ for an emergency delivery. I got this money taken care of by states assistance over 24 hours ago. I just called them now and they cannot tell me if it’s scheduled or when it will be. I have a 4mo old BABY IN MY HOUSE! Not angry just want to be very clear the hazard here. I would really like to have heat in my house and hot water.

  Business Response

  Date: 01/15/2025

  Please see the attached response.On January 7, 2025, Ferrellgas was contacted to coordinate a same-day delivery for Ms.
  ********** since she was out of gas. An urgent work order was placed, and the propane
  delivery occurred on January 8, 2025. Ferrellgas’ service technician noted prior to the
  filling that the propane level was at 6%.

• Initial Complaint

  Date:01/08/2025

  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.

  1-3-2025. They filled my completely empty propane tanks and shut them off. Leaving only a note stating: could not light customer pilot light nor do pressure test because CUSTOMER NOT HOME.. I was home and NO attempt was EVER made to walk up my ramp to my front door to knock, ring my doorbell or call or text!!! I am a senior citizen and without a furnace going on a week tonight! I also reported elder abuse

  Business Response

  Date: 01/15/2025

  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:
  Ferrellgas set two 120-gallon above-ground tanks on October 9, 2024. When the tanks
  were set, they were unable to be placed in service as the furnace would not run. The tanks
  were red tagged, and *** ******* was advised to call back after he had his furnace serviced
  so that testing could be completed and the system could be placed in service.
  Ferrellgas returned to *** *******’s residence on November 1, 2024 to perform testing.
  When Ferrellgas’ service technician arrived, *** ******* advised that he took the furnace
  apart and cleaned it then put it back together and lit his own pilot light. Ferrellgas’
  technician performed testing and was able to remove the red tag. Ferrellgas then
  delivered propane on November 15, 2024 and filled both tanks.
  *** ******* placed bulk order deliveries on December 25, 2024 and December 31, 2024,
  but both deliveries were cancelled because no payment had been submitted. On January
  2, 2025, Ferrellgas received a LIHEAP pledge to be added to his account. Order was
  entered, and delivery occurred on January 3, 2025. During the delivery, it was noted that
  the propane tanks were out of gas,so a leak meter was performed. No leaks were present,
  so the tanks were green tagged with a note that stated both tanks were left off, and the
  customer would need to turn them on and light the pilot. Ferrellgas had no indication that
  *** ******* was requesting his pilot to be lit at the time of delivery. After delivery,
  Ferrellgas started receiving emails and calls from *** ******* demanding we come back
  out and light his pilot. Ferrellgas advised *** ******* that we were not going to be
  returning to light his pilot.
  Pursuant to the Customer Agreement for Propane Sales & Equipment Rental, Ferrellgas 

• Initial Complaint

  Date:01/08/2025

  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.

  I am being charged an "emergency call" Sunday rates for a call that only occurred 4 days later after I smelled gas outside a detached garage.
  The district manager called me and said noone will be coming since the odor was not in my house there was no emergency (and no Sunday charge) and someone would come
  the next day. The next day I got an appointment for Wednesday, therefore not an emergency call but a service call. The gentleman who finally came capped the outside line and being it only took him 10 minutes there would be no charge.
  I am being charged $415, and the manager refuses to make an adjustment.
  I am being charged for an emergency call and 1.5 hours for my nonemergency.
  This is not fair as I was told on the phone that I did not have an
  emergency and would not be charged for one. Now I am told what the serviceman told me was incorrect even though he processed no charge on his tablet.
  Shame on Ferrel Gas!!!

  Customer Answer

  Date: 01/10/2025

  I apologize. My late daughter used to help me in all ways. I am 70 years old, widowed 10 years, living on Social Security, just had knee surgery and live alone.

  I have been trying to resolve my issue since October 2024 and I am tired.

  The Ferrell Gas Mississippi manager refused to help me. I was told a $200 surcharge applies to ALL "emergency" service calls, no exception, although he called and said I did not have an emergency, someone would come the next day and I would avoid the emergency fee.The next day the service department called with an appointment several days later or wait an additional week. I had to cancel my doctor's appointment.. 

  The Mississippi technician was lovely said I would not have to pay for his 10 minute visit.

  Yesterday a customer service rep said she would reduce my payment $200 from a "Sunday emergency" call.

  I now owe $201.24.

  I am sorry for any trouble I caused you and will pay this final invoice. 

   

  **** ****

• Initial Complaint

  Date:01/07/2025

  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.

  I have been a customer for 8 years. For the past two years, I have been moved to a different plan resulted in not receiving my gas. We went to budget billing and they claim to have sent a bill but we have never received a bill either in the mail or paperless. I feel as if they just want a reason for us to change companies due to the fact that we do not use a ton of gas a year.

  Business Response

  Date: 01/15/2025

  Please see the attached response.A review of the A****s’ consumer account reveals they lease a 250-gallon propane
  container and were utilizing our Budget Billing payment option but has now been changed
  to a Pay in Advance customer.
  Ferrellgas’ Customer Agreement for Propane Sales and Equipment Rental (the
  “Agreement”) states:

• Initial Complaint

  Date:01/06/2025

  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 11/10/2024, my family felt as though we could smell a gas leak. Immediately, we chose to call our propane supplier, Ferrelgas. Ferrelgas strongly advises customers to call their emergency hotline if a gas line is suspected due to the dangerous nature of propane leaks, so we followed their instructions. While on the phone with the emergency hotline, the employee followed her customer service script, in which she mentioned that the technician who arrives will assess the situation and provide context of any fees for service provided. Hours later, the technician arrives and proceeds to spend less than 15 minutes at the house to check for a leak, which none was found. He also inspected the basement and lit the pilot light on our hot water heater (with no warning). The next day, I received an unexpected bill of $363.99 for the suspected gas leak assessment. As previously mentioned, I was never informed of any fees related to this emergency service, which by the way, is a very standard bottom line customer service for a gas company to provide. Shocked, I put in a support ticket to ferrelgas to understand the charges and dispute them from my account. I did some digging on ferrelgas' website to find that fees for emergency services are not listed anywhere at all. Ferrelgas responded that because the technician did respond to the call, the charges would stay. I replied and received no response. I tried calling again weeks later and was told that the predatory charges were a "good deal" and they could've charged me more because the technician lit the pilot light and that would be another $15 (again, the tech did so without consent and informing us about charges). They said they would escalate the case and I never heard back. I called again and they said the case was closed. Price transparency is sorely needed with this company, for if there had been price transparency I would have called the local fire department and not ferrelgas to respond to the situation.

  Business Response

  Date: 01/10/2025

  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 and offer the following response:
  A review of the account indicates that on November 10, 2024, Ferrellgas was contacted because a gasoline smell was prevalent indoors. An emergency work order was placed, and a Ferrellgas service technician came out later that evening and investigated the situation. The technician performed a leak test, and no leak was found. The technician also lit the pilot light on the water heater. The cost of the emergency service, including the emergency fee and service labor, was charged to the account pursuant to our Customer Agreement for Propane Sales and Equipment Rental (the “Agreement”).
  Smelling gas can be a sign of a propane leak and is always regarded as an emergency. Pursuant to our Agreement, when an emergency service is required, a technician is pulled off of their regular route or schedule to complete the service and an emergency fee is applied. In the interest of customer satisfaction, as a one-time goodwill gesture, the service labor charge has been removed from the account. The emergency fee will remain, and there is an outstanding balance on the account that must be paid.
  Thank you for bringing ***** ********’s concerns to our attention, and I hope the above resolves any questions or concerns.

  Customer Answer

  Date: 02/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Not only are the charges intentionally hidden from the customer, but after weeks and months of talking to Ferrelgas customer representatives on the phone and via email (which is all documented under the account number and recorded for quality assurance purposes) not one employee, including a supposed manager, was able to point out that the charges are in deed listed in fine print on a PDF on the Ferrelgas website. As such, Ferrelgas employees themselves were unable to explain where that $200.00 charge came from. 
  

  Again, the charge is not listed under the Rates and Fees section of the website, in the emergency protocol section, or in the emergency script. The assumption that a customer who may have received that agreement years prior to making a call for emergency services will look at the 9 point font to understand that there is a mandatory fee is unreasonable. 
  

  I’d like to draw attention specifically to the emergency call script, in which it specifically states that fees MAY be incurred for services but does NOT call attention to the fact that there is a MANDATORY $200.00 fee per phone call. 
  

  At this point, I’d like the fee struck from my account so that I can proceed to pay whatever outstanding balance is on my account and close my account with Ferrelgas. We are running low on propane and cannot receive a fill until our balance is paid up, which I have no problem doing after the $200.00 fee is taken off of the account. 
  

  I appreciate the Better Business Bureau’s time and effort to help resolve this matter, but it is looking as such that I need to involve a legal representative to help myself and others in Ferrelgas’ markets who have been subject to this predatory, concealed mandatory charge. 

  
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 02/13/2025

  Please see the attached response.Subject: ***** ********— Complaint# ********
  To whom it may concern:
  The rejection filed by ***** ******** has been forwarded to the Ferrellgas Legal Department for investigation and comment.
  An emergency service was provided to *** ********** leased propane container on November 10, 2024. This work occurred on a Sunday evening, which is outside Ferrellgas’ business hours. A Ferrellgas service technician came out and investigated the situation, performed a leak test, and lit the pilot. Reporting a potential safety concern is an important action for customers to take to comply with the emergency procedures of the Safety Plan. Ferrellgas has an important obligation to respond to emergency calls, but this does not mean that this work should be done at no cost to the customer. The emergency fee and associated labor charge are charged to customers to offset the costs incurred as a technician must go out to address the concern the same day that Ferrellgas is made aware of an emergency. This can lead to drivers needing to work overtime or force deliveries to be rescheduled. In this situation, the technician needed to work overtime. The service labor charge has already been removed from *** ********** account in an effort to resolve this dispute. The emergency fee has remained in place to provide compensation for services rendered. Ferrellgas stands behind the work performed and believes that the charge should not be reimbursed.
  The balance on the account has been paid because the customers requested propane delivery, and the balance must be removed before delivery can occur. Once the order was placed and the balance was paid on February 8, 2025, the delivery was scheduled and completed on February 10, 2025. Efforts were made during this delivery that were outside normal procedure in an effort to provide goodwill to *** ********. This delivery was expedited as it was completed within 2 days of the balance being paid. A leak meter test was also provided and was done so at no char

• Initial Complaint

  Date:01/05/2025

  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.

  Please refence the uploaded PDF of the entire statement. This option does not allow me to save all of the data needed. Please refer to the attachment.

  Business Response

  Date: 01/14/2025

  Please see the attached response.With regards to the dispute pertaining to the remaining credit on Mr. S******s’ account
  from the assistance provided to Mr. S******s from NYS HEAP, a review of the account
  occurred. On March 8, 2024, Mr. S******s received a delivery of 169.40 gallons for a total
  cost of $406.45. This left a credit of $240.92 in Mr. S******s’ account. On March 27, 2024,
  both of Mr. S******s’ 124-gallon propane tanks were replaced. The tank replacement
  included receiving a fill of 35 gallons in one container and 30 gallons in the other
  container. There was also a service labor charge to pick up the tanks. On March 28, 2024,
  Mr. S******s received 111.6 gallons. Mr. S******s was charged $552.40 for the labor, the
  initial propane for both tanks, then the subsequent top off of propane after the tanks
  were set. Mr. S******s received credit for the propane that was in the tanks that were
  picked up in the amount of $282.82. This left Mr. S******s with a balance of $28.66 owed
  for services rendered