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

  457 South Washington st Carthage, NY 13619

• 

  Ferrellgas

  10330 W Main St North East, PA 16428

• 

  Ferrellgas

  11466 St. Hwy. 618 Conneaut Lake, PA 16316

• 

  Ferrellgas

  1806 Broad St Ext Greensburg, PA 15601

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:01/03/2025

  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.

  Back in June of 2024 I contacted Farrell gas company. My my property is a join to Federal gas company Ferrell gas company had sold two of their large holding tanks that was very old that was beside my property in doing so a dozer came out and shoved piles of debris trees chunks of concrete on top of my fence I contacted them they sent someone out looked at the damage they agreed that they were responsible and that they would take care of it it's been 6 months and they've done nothing meanwhile I've got trees piled up on my fence where I had a pastor that I leased but now it's damaged and I can't even lease it the property is a piles of rubble and debris all up on my fence 6 months they've done nothing I cannot repair the fence unless a dozer comes out and levels the property back off like it was before they done the damage I want this fixed and they're doing nothing.

  Business Response

  Date: 01/14/2025

  Please see the attached response.The tanks that Ms. W*****m is referring to in the complaint are not owned by Ferrellgas
  as they were sold to an outside party. The damage that Ms. W*****m is referring to was
  not caused by Ferrellgas. Ferrellgas is working with Ms. W*****m to provide information
  regarding the outside party so that she can have her concerns addressed.

  Customer Answer

  Date: 01/14/2025

  Ferrell gas did send someone out. The person was upset that I had filed a complaint.  He said the company wasn't responsible for the damage. They sold the tanks to a unknown source and they did the damage. I would accept that if the people that the tanks was sold to would take responsibility. But I don't know that information and have never been told who the  " responsible ' party even was. .or if they exist for that matter. . . .It's easy to deny responsibility and say " they did it" . But who are they? . The issue still remains. . If it was as simple as putting my fence back up I would go out there and do it myself. But I'm a 56 yr old woman. And it's going to take tree dirt and debris removal mounded high shoved on top of my fence. It would take equipment such as the dozer that shoved it on my fence with, and chain saws. Before my fence can even be restored. I don't have the money or resources to do such.. I'm not accepting the  it is what it is  and we didn't do that they did when I have no clue who they are. I dide t have these people out there. I dide t sale anything. So who is it that I have to pay for the damages done in order to get my fence back up and have the debris removed? You can't go taring up peoples property cause I g them damage that they can't fix and think your not responsible. I did not have them there regardless who is responsible. I did not put them there. . And I don't appreciate being come at , at my residence in such at way telling me what I better do and telling me they dident do it they wasn't responsible.  6 months ago I was told by same person they would take care of it. . . They know the damage that took place I showed them months ago. So the. Coming at me at my home , me being a female in such a way is not ok. Nothing here is not ok.. more will I speak to them face to face again . . He would not have spoken to a man that way. And Next time they come here acting in such manner, I will call the law. . I've tried working with these people. But the situation was gotten worse. .. .I'm working on my options.,. I don't want these people back at my house. This should not have been a big deal. .shifting responsibility to a unknown source is not acceptable.

• Initial Complaint

  Date:01/02/2025

  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 12/26/24 Ferrell Gas came to refill our propane tank , as scheduled. When the driver was finished filling, he left without unhooking his hose from the tank. As a result the tank and pipe from under my home were dettatched from the house. The driver drove down the road far enough to then dettatch the hose from his truck before realizing his mistake. The hose, as a result, per our neighbors, was whipping around in the road and yard. This caused damage to two different christmas displays and my sons baseball hitting net. The tank was pulled off the house and to the side, landing in a pile of bluestone we had stacked to build a patio. This caused the bluestone to be pushed back into our siding. The driver notified his manager; however it was my neighbors not the driver or manager, *****, who notified the police and fire department. The firedepartmwnt had to turn the gas off to our home and inspection the home for gas levels (my husband and I were not home-we were at work). They furthermore, did not call my husband or myself to notify us of the incident. They hung a receipt for payment with a red tag saying danger on our door. The conpany sent a service technician hours later to assess the damage and attempt a repair. A manager or supervisor did not come to the home to inspect what their employee had caused. We were told that someone would call the next day in an attempt to "squeeze" us on the repair schedule. We were told they would be able to come no earlier than 1/2/25. It is not 420pm on that date and they are still not here. The manager told my husband, "you are just a cooking account". The property damage has not be paid for yet, wr have been without a stove/oven since the incident occurred. The managers response to us was that the driver was fired-not an apology, not we will fix you as soon as possible, not we will pay for damages that our employee caused. ***** has been rude, dismissive and takes no accountability.

  Customer Answer

  Date: 01/03/2025

  The repair tech came on 1/2/25; however, was not able to complete the repair.  He will attempt to return 1/3/25 however could not guarantee availability.  The tank that was brought to replace the damaged tank was 65% full.  We paid, at the time the damage was done on 12/26/24 for a fill of 80%.  The money has already been taken from our account for the 80%, which is not what we were given.

  Business Response

  Date: 01/09/2025

  Please see the attached response.Ferrellgas strives to provide best-in-class customer service, and we sincerely regret that
  the B***ns have not received that level of service. The B***ns’ previous 120-gallon
  propane container was replaced with another 120-gallon container on January 2, 2025 at
  no charge to the B***ns. The replacement container was filled with propane also at no
  charge, and credit for any propane loss than was incurred was also provided. Ferrellgas is
  continuing to work with the B***ns to resolve this matter

• Initial Complaint

  Date:01/01/2025

  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 needed propane they came and filled. For the first time the driver asked to see the tank (never had this happen) so I did. He asked I turn on water it was very hot. I left him in garage went to turn off water. I left for a few days and came back to shower. No hot water. I called they said probably starter needed turned on. I do not know how to do this! The driver must have turned off after 15 years in my house this have never happened. Woman told me several times I have to call plumber. I did was charged 120 dollars by plumber. Called again same thing. I deducted the 120 from bill and sent them the receipt from plumber with comments. Bill was about $700 plus. They are harassing me. 96 complaints in 12 months must be something wrong. I want this resolved and an apology. Thank you.

  Business Response

  Date: 01/07/2025

  Please see the attached response.Ferrellgas is not responsible for the pilot light being extinguished. As stated in the
  complaint, the Ferrellgas driver confirmed with **** *****ll that the water was being
  heated, which meant that the pilot light was lit at that time. Multiple days went by before
  **** *****ll discovered that there was no hot water. **** *****ll chose to contact a
  plumber to have the pilot light lit. This expense is not the responsibility of Ferrellgas to
  pay, and we will not accept partial payment for services rendered. The current balance
  on the account, which is $120.27, will not be removed until payment is issued by B*** ********

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought our house 3 years ago and switched propane suppliers to feral gas and they came out and set the tank where our old tank had been set before we had propane delivered four to five times and then one day we had a driver complain that the tank was too close to the house. He would not fill it and never left a note or a message, letting us know that there was an issue. They did go ahead and fill it that time. So we waited through the summer so that the tank had less gas in it so that they could move to a new location. Fast forward to November 2024. I called to set an appointment for them to come out and move the tank. I took off work to meet the guy at the house and he told me that I had to have a trench dug so they could bury the line , so I rented the equipment and dug the trench out of my pocket the next day. The following week he came back out to move. It said that he couldn’t move it because the ground was too soft. Which is understandable, but they have been out three more times after that and have still yet to move the tank. They are only allowing me 100 gallons of propane each time which is only 20% and it last us about three weeks. I have the district managers cell phone number because he contacted me so I have been in contact with him through all of this, I have yet to get a phone call to set up new times to move the tank. I am the one that has to stay on top of it to try to get it moved. Two days ago I messaged him and asked if Wednesday January 3, 2025 would be a good day to have it moved because the ground will be froze. I have yet to get a response back. I messaged him again today December 31,2024 asking for an update to see if they are going to come move it. Every time they come out and deliver 100 gallons of propane, I get charged a service fee for them bringing to me. I’m not looking to get rid of Ferrellgas. I just want the situation resolved so that I can get the ditch dug through my yard covered up.

  Business Response

  Date: 01/09/2025

  Please see the attached response.Ferrellgas appreciates ***** *******s’ patience while dealing with the situation regarding moving the 500-gallon propane container. The move has been necessitated because the container does not meet the distance requirement. Multiple attempts have been made to have the container moved, but the ground conditions have been too wet to proceed with the service. Ground conditions that are too wet would cause safety concerns and damage to the yard when attempting to move the container.
  The container has now been moved, and further work is being today, January 9, 2025, to place the container in service. Ferrellgas will continue to work with ***** *******s until this matter is resolved.

  Customer Answer

  Date: 01/09/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 2*****79, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:12/24/2024

  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 had an agreement with someone at Ferrell gas to pay 201.33 each month on a 800 dollar bill for gas that I got in October 2024. My income is social security. I get paid the 4th Wednesday of the month when I pay them the $201. They call here two or three times each month which I don’t answer. Now they will not deliver me gas until I pay the remaining balance of &400 plus. I will pay them the amount I agreed to of $201 for this month and I will owe $201 plus. The account is in my husbands name but I pay the bills. The lady I talked to yesterday was nasty with me so I got nasty back to her. She told me I wasn’t on a payment plan. When we run out of gas I guess we will just freeze to death. If they don’t want our business take the tank off our property.

  Business Response

  Date: 01/02/2025

  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:
  The ******* account is set as a Net 30-day account, which means that the customer must pay for the propane within 30 days of receiving propane. When **** ***** contacted Ferrellgas to place her propane order, there was an outstanding balance on her account that was older than 30 days. As such, the propane delivery was not scheduled. Ferrellgas’ records do not indicate that the ****** were on a payment plan.
  Upon receiving this complaint, relevant field personnel were contacted, and a case has been opened with the payment arrangements department so that a formalized payment plan can be arranged. Attempted contact with the ****** occurred on December 27, 2024, and a voicemail was left. Once contact can be established, a payment arrangement will be made to pay off the balance and a delivery order will be entered.
  Thank you for bringing ****** *****’s concerns to our attention. Please reach out with any questions or further concerns.

• Initial Complaint

  Date:12/19/2024

  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.

  In 2023, I had Ferrellgas come out and do a site survey for a future propane tank install. During the site survey, I asked them if they would be able to hook up the propane tank to my RV and they said yes they could hook the new tank to my RV. It was late in the season / year, so we were unable to get the tank installed in 2023.
  
  In 2024, I had Ferrellgas install the tank as planned during the site survey and I had the tank completely filled. I then asked them to hook up the new tank to my RV. I was told that due to a new corporate policy, they cannot connect the tank to my RV. As a result, I paid for the installation of a propane tank, fees on it, installation, and filled the entire propane tank.... a tank that I can't use now at all, since my RV is the only unit active on the site so far.
  
  I would like Ferrellgas to connect the propane tank to my RV, so I can use the services, gas, and tank that I had installed. For me, this presents a significant issue, since I live about a 1/4 in the woods, down a road that is very difficult to travel in the winter time and so I have a hard time getting propane trucks down here. So the installed propane tank was to be my source of propane for the entire winter ahead, but instead I now have to purchase / use a much smaller propane tank that is installed and it is hard to get that filled during all the snow storms... so this presents quite the problem for me and really ruins my plans to heat my RV for my family this winter.
  
  I would like Ferrellgas to come connect the propane tank to my RV as we had planned during the site survey. A corporate policy introduced after my site survey should not be impacting me.

  Business Response

  Date: 12/27/2024

  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 relevant field personnel, and offer the following response:
  Ferrellgas does not typically work on connecting RVs to larger propane containers such as
  the 1,000-gallon propane container that was set. The General Manager for the
  Schroeders’service center contacted *** ********** regarding this issue and has decided
  to make an exception. *** ********** and the General Manager have established a plan
  of action regarding the next steps. As such, Ferrellgas considers this dispute resolved.
  Thank you for bringing ******* *********’s concerns to our attention and I hope the
  above resolves any questions or concerns

  Customer Answer

  Date: 01/20/2025

  Ferrellgas was exceptional in their response to this issue! We really appreciate it! They contacted us immediately, sent out a technician, the tech connected our RV to the propane tank and everything worked perfectly! It really helped us out greatly! Shortly thereafter we were hit by -40 windchills and several feet of snow making our road impassable to propane trucks and Ferrell connecting us helped our family have heat throughout this! I can't thank them enough!

• Initial Complaint

  Date:12/12/2024

  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.

  Ferrell gas picked up their tank with 20 % of gas that I paid for i changed gas providers and expected to be reimbursed for that gas that was in the tank

  Business Response

  Date: 12/16/2024

  Please see the attached response.

  Subject: ******* ********* ********** ********
  
  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 and
  offer the following response:
  
  ******* ********’s leased propane container was picked up on September 24, 2024.
  There was unused propane left in the container when the container was picked up. The
  total value of the propane was $124.06. A tank pick-up charge of $128.69 was applied
  pursuant to the Customer Agreement for Propane Sales & Equipment Rental. Since the
  pick-up charge exceeded the value of the propane, ******* ******** was not provided
  with a refund for the unused propane.
  
  Thank you for bringing ******* ********’s concerns to our attention and I hope the above
  resolves any questions or concerns.
  
  Thank you,
  **** *********
  Paralegal

• Initial Complaint

  Date:12/11/2024

  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 called about a propane leak at least 12 days ago and nobody has shown for repairs I've called them numerous times and told I have a repair listed

  Business Response

  Date: 12/19/2024

  Please see the attached response.J*** ****on contacted Ferrellgas on November 27, 204 because there was a crack in the
  line on one side of the manifold system. Emergency response procedure began at that time,
  but Mr. A**don contacted Ferrellgas later that day because the issue was not an
  emergency. A service te

• Initial Complaint

  Date:11/29/2024

  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 requested a tank fill and they say to request 7 days out. However Ferrel gas wont give a confirmed date for about 2 weeks out unless I pay an extra $100 which sounds like an unnecessary fee. I called in today and the representative was rather argumentative and refused to provide any more specifics, only begrudgingly saying she sent a note to the delivery team that schedules deliveries but not giving any certainty that they would respond.
  
  I don’t want to pay a surcharge for delivery, but can’t wait 2 weeks for delivery. Can you please contact me with a confirmed delivery date and try to prioritize delivery as soon as possible?

  Business Response

  Date: 12/05/2024

  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:
  It is my understanding that on November 29, 2024, a propane order was placed by ***** *****. The delivery was completed on November 30, 2024.
  Thank you for bringing ***** *****’s concerns to our attention and we hope the above resolves the matter but please do not hesitate to contact me with any questions or further concerns.
  Sincerely,

  Customer Answer

  Date: 12/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Sara, this complaint could have been avoided had your team simply been professional and communicative with me. Could you please share any plans you have to improve your service based on this experience? 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:11/19/2024

  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.

  In early 2024 my new home was under construction, and I purchased a new propane tank (personally owned) to supply the residence. A license plumber installed the lines and completed the pressure testing, etc. for the county building department to inspect. All installation passed, and the tank was connected to a SINGLE propane boiler located in the utility room. The house contained NO other appliances that used propane.
  
  In April, 2024 the construction process included the pouring of a gypcrete subfloor that contained hot water piping connected to the boiler. The pouring required that the boiler be fired and the piping be warm for curing of the gypcrete. I contacted Ferrellgas, and a very helpful customer service rep scheduled a fill. On the day of the fill, I received a telephone call from a smart mouthed, arrogant delivery driver who stated he had filled the tank but 'red tagged' it preventing future fills for two reasons: 1st, the shut off was not in the right place and, 2nd, because there were 'no appliances' hooked up. I went through a painstaking process of calling the building inspector and plumbers to verify the system was built properly and that the only propane appliance in the building was connected.
  
  I ultimately requested a written explanation from the driver who 'checked with his boss' and then apologized for being wrong about shut off configurations from the 'county he was from', and not getting off his lazy rear to look inside the utility room for an appliance. He ASSURED me the red tag would be cleared from the system and I would be clear for future fill ups. Now, 7 months later it is 23 degrees and the Ferrellgas system shows the red flag. Two days of phone calls to get remedy and gas fill, and a pressure test that was never performed after this condecending, I am still without a scheduled pressure test or potential fill date.

  Customer Answer

  Date: 11/20/2024

  Please withdraw this complaint, there was a miscommunicaiton that I was not aware of.  

   

  Sincerely

  ******* ******