This business is not BBB accredited.

Ferrellgas

Find a Location

Phone: (888) 337-7355 View Additional Phone Numbers 1 Liberty Plz, Liberty, MO 64068 View Additional Email Addresses http://www.ferrellgas.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Ferrellgas include:

  • 7 complaint(s) filed against business that were not resolved

Factors that raised the rating for Ferrellgas include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 253 complaint(s) filed against business


Customer Complaints Summary Read complaint details

253 complaints closed with BBB in last 3 years | 35 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 56
Delivery Issues 52
Guarantee/Warranty Issues 5
Problems with Product/Service 136
Total Closed Complaints 253

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Ferrellgas
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

BBB file opened: August 01, 2005 Business started: 01/01/1939 in KS Business started locally: 01/01/1939 Business under new ownership as of: 01/01/1994 Business incorporated 06/14/2005 in DE
Type of Entity

Limited Partnership (LP)

Business Management
Mr. Stephen Wambold, CEO & President Cathy Korte, Paralegal
Contact Information
Customer Contact: Cathy Korte, Paralegal
Principal: Mr. Stephen Wambold, CEO & President
Business Category

GAS-PROPANE GAS CO

Alternate Business Names
Blue Rhino Ferrell Gas Ferrellgas - 300114 Ferrellgas Partners, LP Ferrellgas, LP Ferrellgas/Thermogas Lafayette Bottled Gas Skelgas
Additional Information

Ferrellgas is publicly traded on the New York Stock Exchange under the symbol FGP. Ferrellgas Employees indirectly own approximately 18 million units of the partnership through an Employee Stock Ownership Plan. Headquarters 7500 College Boulevard, Suite 1000 Overland Park, Kansas 66210 913-661-1500

Additional Information

Ferrell Gas has more than 800 retail outlets serving approximately 1 million Customers in all 50 states and Puerto Rico.


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Liberty Plz

    Liberty, MO 64068

  • THIS LOCATION IS NOT BBB ACCREDITED

    1115 3rd Ave

    Intl Falls, MN 56649

  • THIS LOCATION IS NOT BBB ACCREDITED

    14500 Bethel Rd

    Platte City, MO 64079

  • THIS LOCATION IS NOT BBB ACCREDITED

    7500 College Blvd Ste 1000

    Overland Park, KS 66210 (913) 661-1517 (888) 337-7355 (888) 337-7355

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1003

    Liberty, MO 64069

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1003

    Liberty, MO 64069 (877) 753-5427

  • THIS LOCATION IS NOT BBB ACCREDITED

    1202 E Patrick St

    Frederick, MD 21701

  • THIS LOCATION IS NOT BBB ACCREDITED

    3601 Francis Scott Key Hwy

    Taneytown, MD 21787

  • THIS LOCATION IS NOT BBB ACCREDITED

    146 south main street

    middleton , MA 01949

  • THIS LOCATION IS NOT BBB ACCREDITED

    457 South Washington st

    Carthage, NY 13619

  • THIS LOCATION IS NOT BBB ACCREDITED

    2390 State Highway 67

    Johnstown, NY 12095

  • THIS LOCATION IS NOT BBB ACCREDITED

    2092 Water Street

    Ovid, NY 14521

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 247

    Ovid, NY 14521

  • THIS LOCATION IS NOT BBB ACCREDITED

    655 Ellicott St

    Batavia, NY 14020

  • THIS LOCATION IS NOT BBB ACCREDITED

    2150 Lockport Road

    Niagara Falls, NY 14304

  • THIS LOCATION IS NOT BBB ACCREDITED

    5859 State Rt 31

    Verona, NY 13478

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 260

    Johnstown, NY 12095

  • THIS LOCATION IS NOT BBB ACCREDITED

    1026 Mercer Road

    Franklin, PA 16323

  • THIS LOCATION IS NOT BBB ACCREDITED

    10330 W Main St

    North East, PA 16428

  • THIS LOCATION IS NOT BBB ACCREDITED

    11466 St. Hwy. 618

    Conneaut Lake, PA 16316

  • THIS LOCATION IS NOT BBB ACCREDITED

    1806 Broad St Ext

    Greensburg, PA 15601

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 Cedar Ridge Dr
    Ste 307

    Pittsburgh, PA 15205

  • THIS LOCATION IS NOT BBB ACCREDITED

    983 Perry Hwy.

    Harmony, PA 16037

  • THIS LOCATION IS NOT BBB ACCREDITED

    Box 199

    Home , PA 15747

  • THIS LOCATION IS NOT BBB ACCREDITED

    Old Rte. 119

    Indiana, PA 15701

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 95

    Conneaut Lake, PA 16316

  • THIS LOCATION IS NOT BBB ACCREDITED

    419 Main St.
    PO Box 453

    Three Bridges, NJ 08887

  • THIS LOCATION IS NOT BBB ACCREDITED

    13 Doe Run Road

    Manheim, PA 17545

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 37

    Manheim, PA 17545

  • THIS LOCATION IS NOT BBB ACCREDITED

    762 B US Highway 250 East

    Ashland, OH 44805

  • THIS LOCATION IS NOT BBB ACCREDITED

    54 WINFIELD RD

    ST ALBANS, WV 25177

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO BOX 1811

    BECKLEY, WV 25802

  • THIS LOCATION IS NOT BBB ACCREDITED

    350 ROGER ST

    PRINCETON, WV 24740

  • THIS LOCATION IS NOT BBB ACCREDITED

    100002 ST RT 21 NW

    STRASBURG, OH 44680

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 23RD ST

    KENOVA, WV 25530

  • THIS LOCATION IS NOT BBB ACCREDITED

    315 E CHURCH ST

    BARNESVILLE, OH 43713

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO BOX 399

    BARNESVILLE, OH 43713

  • THIS LOCATION IS NOT BBB ACCREDITED

    1047 State Route 42 South

    Lebanon, OH 45036

  • THIS LOCATION IS NOT BBB ACCREDITED

    121 State Route 41 North

    Greenfield, OH 45123

  • THIS LOCATION IS NOT BBB ACCREDITED

    1553 DEERWOODS DR

    MILFORD, OH 45150

  • THIS LOCATION IS NOT BBB ACCREDITED

    1584 Distribution Dr

    Burlington, KY 41005

  • THIS LOCATION IS NOT BBB ACCREDITED

    550 S. Buckeye St.

    Osgood, IN 47037

  • THIS LOCATION IS NOT BBB ACCREDITED

    6066 Branch Hill Guinea Pike

    Milford, OH 45150

  • THIS LOCATION IS NOT BBB ACCREDITED

    8239 State Road 588

    Gallipolis, OH 45631

  • THIS LOCATION IS NOT BBB ACCREDITED

    2000 Bethel Rd # 1

    Columbus, OH 43220

  • THIS LOCATION IS NOT BBB ACCREDITED

    451 National Rd SE

    Hebron, OH 43025

  • THIS LOCATION IS NOT BBB ACCREDITED

    10332 State Road

    Millington, MI 48746

  • THIS LOCATION IS NOT BBB ACCREDITED

    2541 West M-61

    Gladwin, MI 48624

  • THIS LOCATION IS NOT BBB ACCREDITED

    3223 US Highway 23 S

    Alpena, MI 49707

  • THIS LOCATION IS NOT BBB ACCREDITED

    3950 Ann Arbor Road

    Jackson, MI 49202

  • THIS LOCATION IS NOT BBB ACCREDITED

    5541 Lapeer Road

    Smiths Creek, MI 48074

  • THIS LOCATION IS NOT BBB ACCREDITED

    7777 Old M-78

    East Lansing, MI 48823

  • THIS LOCATION IS NOT BBB ACCREDITED

    8274 Silver Lake Road

    Linden, MI 48451

  • THIS LOCATION IS NOT BBB ACCREDITED

    1103 North Saginaw Street

    Durand, MI 48429

  • THIS LOCATION IS NOT BBB ACCREDITED

    390 Lake Nepessing Rd

    Lapeer, MI 48446

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO BOX 367

    West Branch, MI 48661

  • THIS LOCATION IS NOT BBB ACCREDITED

    645 E. Highland Road

    Howell, MI 48843

  • THIS LOCATION IS NOT BBB ACCREDITED

    15325 M-1295

    Sault Sainte Marie, MI 49783

  • THIS LOCATION IS NOT BBB ACCREDITED

    7038 Westside Saginaw

    Bay City, MI 48706

  • THIS LOCATION IS NOT BBB ACCREDITED

    10332 S State Rd.

    Millington, MI 48746

  • THIS LOCATION IS NOT BBB ACCREDITED

    27093 Riley Rd.

    North Liberty, IN 46554

  • 290 E Hosler Rd

    Huntington, IN 46750

  • 6910 Metro Park Drive N.

    Fort Wayne, IN 46818

  • 71961 C R 23

    New Paris, IN 46553

  • THIS LOCATION IS NOT BBB ACCREDITED

    11867 Lincoln Hwy

    Plymouth, IN 46563

  • THIS LOCATION IS NOT BBB ACCREDITED

    168 Roost Ave

    Holland, MI 49424

  • THIS LOCATION IS NOT BBB ACCREDITED

    23125 M 60

    Cassopolis, MI 49031

  • THIS LOCATION IS NOT BBB ACCREDITED

    4981 M 115

    Cadillac, MI 49601

  • THIS LOCATION IS NOT BBB ACCREDITED

    6472 S. Straits Hwy

    Indian River, MI 49749

  • THIS LOCATION IS NOT BBB ACCREDITED

    8767 Shaver Rd

    Portage, MI 49024

  • THIS LOCATION IS NOT BBB ACCREDITED

    1750 W. Epler Avenue

    Indianapolis, IN 46217

  • THIS LOCATION IS NOT BBB ACCREDITED

    2441 Arrow Avenue

    Anderson, IN 46018

  • THIS LOCATION IS NOT BBB ACCREDITED

    603 E. Temperence Street

    Ellettsville, IN 47429

  • THIS LOCATION IS NOT BBB ACCREDITED

    617 Wyandotte Street

    Mulberry, IN 46058

  • THIS LOCATION IS NOT BBB ACCREDITED

    417 N. Halleck

    Demotte, IN 46310

  • THIS LOCATION IS NOT BBB ACCREDITED

    966 Shawswick School Road

    Bedford, IN 47421

  • THIS LOCATION IS NOT BBB ACCREDITED

    6621 S U S Highway 31

    Edinburgh , IN 46124

  • THIS LOCATION IS NOT BBB ACCREDITED

    575 Beck Lane

    Lafayette, IN 47909

  • THIS LOCATION IS NOT BBB ACCREDITED

    2770 Spur Road

    Lexington, KY 40511

  • THIS LOCATION IS NOT BBB ACCREDITED

    4063B US 23 South

    Hagerhill, KY 41222

  • THIS LOCATION IS NOT BBB ACCREDITED

    U.S. Highway 60 East

    Grayson, KY 41143

  • THIS LOCATION IS NOT BBB ACCREDITED

    Cynthiana Road

    Cynthiana, KY 41031

  • THIS LOCATION IS NOT BBB ACCREDITED

    571 New Circle Road N.E.

    Lexington, KY 40505

  • THIS LOCATION IS NOT BBB ACCREDITED

    3367 Collins Highway

    Pikeville, KY 41501

  • THIS LOCATION IS NOT BBB ACCREDITED

    132 South Ridge Plaza

    Flemingsburg, KY 41041

  • THIS LOCATION IS NOT BBB ACCREDITED

    Clark Street

    Flemingsburg, KY 41041

  • THIS LOCATION IS NOT BBB ACCREDITED

    5011 U.S. Highway 127 North

    Hustonville, KY 40437

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 260

    Hustonville, KY 40437

  • THIS LOCATION IS NOT BBB ACCREDITED

    16921 KY Hwy 15 South

    Lost Creek, KY 41348

  • THIS LOCATION IS NOT BBB ACCREDITED

    Highway 460 West Rural Route 1

    West Liberty, KY 41472

  • THIS LOCATION IS NOT BBB ACCREDITED

    5395 U.S. Highway 60 East

    Morehead, KY 40351

  • THIS LOCATION IS NOT BBB ACCREDITED

    204 Main Street

    Beattyville, KY 41311

  • THIS LOCATION IS NOT BBB ACCREDITED

    101 Victory Avenue

    Winchester, KY 40391

  • THIS LOCATION IS NOT BBB ACCREDITED

    561 Barbourville Rd

    London, KY 40741

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 Ellenwood Road

    Middlesboro, KY 40965

  • THIS LOCATION IS NOT BBB ACCREDITED

    99 Office Park Drive

    Somerset, KY 42501

  • THIS LOCATION IS NOT BBB ACCREDITED

    4618 James Hannah Dr

    South Shore, KY 41175

  • THIS LOCATION IS NOT BBB ACCREDITED

    P. O. Box 576

    South Shore, KY 41175

  • THIS LOCATION IS NOT BBB ACCREDITED

    HWY 467 Box B

    Sparta, KY 41086

  • THIS LOCATION IS NOT BBB ACCREDITED

    4495 Wisman Ave NE

    Corydon , IN 47112

  • THIS LOCATION IS NOT BBB ACCREDITED

    481 E Kentucky Dr

    La Center , KY 42056

  • THIS LOCATION IS NOT BBB ACCREDITED

    11425 S. Preston Hwy.

    Lebanon Junction , KY 40150

  • THIS LOCATION IS NOT BBB ACCREDITED

    12610 Highway 135 NE

    Palmyra, IN 47164

  • THIS LOCATION IS NOT BBB ACCREDITED

    3247 Shelbyville Road

    Shelbyville, KY 40065

  • THIS LOCATION IS NOT BBB ACCREDITED

    Highway 31 S

    Scottsburg, IN 47170

  • THIS LOCATION IS NOT BBB ACCREDITED

    978 Bardstown Rd

    Springfield, KY 40069

  • THIS LOCATION IS NOT BBB ACCREDITED

    336 Ranch Road

    Mt. Washington, KY 40047

  • THIS LOCATION IS NOT BBB ACCREDITED

    8000 Crittenden Drive

    Louisville, KY 40209

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 1019

    Mt Washington, KY 40047

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 Business Center Dr Ste 120A

    Savannah, GA 31405

  • THIS LOCATION IS NOT BBB ACCREDITED

    10200 Ford Ave Ste 105

    Richmond Hill, GA 31324

  • THIS LOCATION IS NOT BBB ACCREDITED

    111 South Main St.

    Pearson, GA 31642

  • THIS LOCATION IS NOT BBB ACCREDITED

    1421 Nw 53rd Ave

    Gainesville, FL 32601

  • THIS LOCATION IS NOT BBB ACCREDITED

    1453 W Oglethorpe Hwy

    Hinesville, GA 31313

  • THIS LOCATION IS NOT BBB ACCREDITED

    26 Joe Kennedy Blvd

    Statesboro, GA 30460

  • THIS LOCATION IS NOT BBB ACCREDITED

    45 Marshland Rd

    Hilton Head Island, SC 29926

  • THIS LOCATION IS NOT BBB ACCREDITED

    5037 Blythe Island Hwy

    Brunswick, GA 31520

  • THIS LOCATION IS NOT BBB ACCREDITED

    716 North St W

    Vidalia, GA 30474

  • THIS LOCATION IS NOT BBB ACCREDITED

    All Northeast FL and The Southeast Atlantic Locations

    Jacksonville, FL 32207

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1539

    Beaufort, SC 29901

  • THIS LOCATION IS NOT BBB ACCREDITED

    4620 W. Lakeshore Drive

    Port Clinton, OH 43452

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 99

    Port Clinton, OH 43452

  • THIS LOCATION IS NOT BBB ACCREDITED

    1875 East State St.

    Fremont, OH 43420

  • 875 US Highway 20 E

    Norwalk, OH 44857

  • PO Box 110

    Norwalk, OH 44857

  • THIS LOCATION IS NOT BBB ACCREDITED

    8348 Prov-Neap-Swan Rd.

    Neapolis, OH 43547

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 609

    Neapolis, OH 43547

  • THIS LOCATION IS NOT BBB ACCREDITED

    875 US 20 East

    Norwalk, OH 44857

  • THIS LOCATION IS NOT BBB ACCREDITED

    15317 S. Telegraph Road

    Monroe, MI 48161

  • THIS LOCATION IS NOT BBB ACCREDITED

    5517 Woodville Rd.

    Northwood, OH 43619

  • THIS LOCATION IS NOT BBB ACCREDITED

    -

    White, GA 30184

  • THIS LOCATION IS NOT BBB ACCREDITED

    1879 Highway 52

    Dahlonega, GA 30533

  • THIS LOCATION IS NOT BBB ACCREDITED

    1934 Lexington Rd

    Athens, GA 30605

  • THIS LOCATION IS NOT BBB ACCREDITED

    3526 Moreland Ave

    Conley, GA 30288

  • THIS LOCATION IS NOT BBB ACCREDITED

    565 Shallowford Rd NW

    Gainesville, GA 30504

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 517

    Cartersville, GA 30120

  • THIS LOCATION IS NOT BBB ACCREDITED

    6615 Highway 69 S

    Tuscaloosa, AL 35405

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 Herndon Drive, Hwy 231 North

    Blountsville, AL 35031

  • THIS LOCATION IS NOT BBB ACCREDITED

    108 Industrial Park Dr

    Pell City, AL 35125

  • THIS LOCATION IS NOT BBB ACCREDITED

    317 N Main St

    Columbiana, AL 35051

  • THIS LOCATION IS NOT BBB ACCREDITED

    3627 Pine Ln SE

    Bessemer, AL 35022

  • THIS LOCATION IS NOT BBB ACCREDITED

    Hwy, 431 N

    Blountsville, AL 35031

  • THIS LOCATION IS NOT BBB ACCREDITED

    6220 E. Morgan Ave.

    Evansville, IN 47715

  • THIS LOCATION IS NOT BBB ACCREDITED

    866 N. U.S. Hwy 231

    Rockport, IN 47635

  • THIS LOCATION IS NOT BBB ACCREDITED

    1411 East 41st Street

    Chattanooga, TN 37407

  • THIS LOCATION IS NOT BBB ACCREDITED

    Hwy 411 South

    Chatsworth, GA 30705

  • THIS LOCATION IS NOT BBB ACCREDITED

    107 Pine Cir SW

    Cairo, GA 39828

  • THIS LOCATION IS NOT BBB ACCREDITED

    1556 E Forsythe St.

    Americus, GA 31709

  • THIS LOCATION IS NOT BBB ACCREDITED

    412E 16th Ave

    Cordele, GA 31015

  • THIS LOCATION IS NOT BBB ACCREDITED

    105 S Hambrick St

    Albertville, AL 35950

  • THIS LOCATION IS NOT BBB ACCREDITED

    303 W McKinney Ave

    Albertville, AL 35950

  • THIS LOCATION IS NOT BBB ACCREDITED

    8778 Hwy 40

    Henagar, AL 35978

  • THIS LOCATION IS NOT BBB ACCREDITED

    776 East St

    Covington, TN 38019

  • THIS LOCATION IS NOT BBB ACCREDITED

    9047 Yahweh Rd Ste A

    Olive Branch, MS 38654

  • THIS LOCATION IS NOT BBB ACCREDITED

    1011 Firestone Pkwy

    La Vergne, TN 37086

  • THIS LOCATION IS NOT BBB ACCREDITED

    810 Highway 12

    Ashland City, TN 37015

  • THIS LOCATION IS NOT BBB ACCREDITED

    505 Cardwell Street

    Elizabeth City, NC 27909

  • THIS LOCATION IS NOT BBB ACCREDITED

    109 Freight Ln

    Virginia Beach, VA 23462

  • THIS LOCATION IS NOT BBB ACCREDITED

    1008 S Clinton Ave

    Dunn, NC 28334

  • THIS LOCATION IS NOT BBB ACCREDITED

    108 Van Place

    Aberdeen, NC 28315

  • THIS LOCATION IS NOT BBB ACCREDITED

    12085 Us Highway 15 501 N

    Chapel Hill, NC 27517

  • THIS LOCATION IS NOT BBB ACCREDITED

    126 E Vance St

    Zebulon, NC 27597

  • THIS LOCATION IS NOT BBB ACCREDITED

    1501 N Raleigh St

    Angier, NC 27501

  • THIS LOCATION IS NOT BBB ACCREDITED

    305 West Blvd

    Williamston, NC 27892

  • THIS LOCATION IS NOT BBB ACCREDITED

    510 Corporate Center Dr

    Raleigh, NC 27607

  • THIS LOCATION IS NOT BBB ACCREDITED

    559 N Raleigh St Ste A

    Angier, NC 27501

  • THIS LOCATION IS NOT BBB ACCREDITED

    6620 Hillsborough St

    Raleigh, NC 27606

  • THIS LOCATION IS NOT BBB ACCREDITED

    916 Eastern Ave

    Nashville, NC 27856

  • THIS LOCATION IS NOT BBB ACCREDITED

    9615 Bitter Melon Dr

    Angier, NC 27501

  • THIS LOCATION IS NOT BBB ACCREDITED

    Hwy 5 Sandhills Industrial Pk

    Aberdeen, NC 28315

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 99

    Winterville, NC 28590

  • THIS LOCATION IS NOT BBB ACCREDITED

    10826 Tidewater Trail

    Fredericksburg, VA 22408

  • THIS LOCATION IS NOT BBB ACCREDITED

    13400 Jefferson Davis Hwy

    Chester, VA 23831

  • THIS LOCATION IS NOT BBB ACCREDITED

    1808 Coyote Dr

    Chester, VA 23836

  • 13400 Jefferson Davis Highway

    Chester, VA 23831

  • 2120 Tomlynn St

    Richmond, VA 23230

  • THIS LOCATION IS NOT BBB ACCREDITED

    318 Magnolia Drive

    Glade Spring, VA 24340

  • THIS LOCATION IS NOT BBB ACCREDITED

    204 SW 7th St.

    Okeechobee, FL 33473

  • THIS LOCATION IS NOT BBB ACCREDITED

    3232 SE Dixie Hwy.

    Stuart, FL 34997

  • THIS LOCATION IS NOT BBB ACCREDITED

    400 N. Old Dixie Hwy.

    Jupiter, FL 33458

  • THIS LOCATION IS NOT BBB ACCREDITED

    4103 Bandy Blvd.

    Fort Pierce, FL 34950

  • 301 Wilkesboro Avenue

    North Wilkesboro, NC 28659

  • 470 West Hanes Mill Road, Suite 200

    Winston Salem, NC 27105

  • 5650 University Parkway, Suite 400

    Winston Salem, NC 27105

  • THIS LOCATION IS NOT BBB ACCREDITED

    190 Mount Jefferson Road

    West Jefferson, NC 28694

  • THIS LOCATION IS NOT BBB ACCREDITED

    9000 66th St

    Pinellas Park, FL 33782

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1278

    Largo, FL 33779

  • THIS LOCATION IS NOT BBB ACCREDITED

    916 49th St E

    Palmetto, FL 34221

  • THIS LOCATION IS NOT BBB ACCREDITED

    3333 N Washington Blvd

    Sarasota, FL 34234

  • THIS LOCATION IS NOT BBB ACCREDITED

    509 Laurel Rd

    Laurel, FL 34272

  • THIS LOCATION IS NOT BBB ACCREDITED

    9000 66th St

    Pinellas Park, FL 33782

  • THIS LOCATION IS NOT BBB ACCREDITED

    2155 Rockfill Rd

    Fort Myers, FL 33916

  • THIS LOCATION IS NOT BBB ACCREDITED

    10522 N. Second St.

    Machesney Park, IL 61115

  • THIS LOCATION IS NOT BBB ACCREDITED

    2251 Grinnell Road

    Kankakee, IL 60901

  • THIS LOCATION IS NOT BBB ACCREDITED

    1544 S 2nd St

    Cherokee, IA 51012

  • THIS LOCATION IS NOT BBB ACCREDITED

    4415 NE 14th St

    Des Moines, IA 50313

  • THIS LOCATION IS NOT BBB ACCREDITED

    4770 420th Street SE
    PO Box 430

    Iowa City, IA 52244

  • THIS LOCATION IS NOT BBB ACCREDITED

    5208 Dakota Ave

    South Sioux City, NE 68776

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 3069

    Des Moines, IA 50316

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 427

    South Sioux City, NE 68776

  • THIS LOCATION IS NOT BBB ACCREDITED

    107 E. Main St

    Weyauwega, WI 54983

  • THIS LOCATION IS NOT BBB ACCREDITED

    110 S 1st St

    Cameron, WI 54822

  • THIS LOCATION IS NOT BBB ACCREDITED

    111 E Maple

    Amery, WI 54001

  • THIS LOCATION IS NOT BBB ACCREDITED

    1211 Hwy 14 East

    Richland Center, WI 53581

  • THIS LOCATION IS NOT BBB ACCREDITED

    1211 Us Hwy 14 E

    Richland Center, WI 53581

  • THIS LOCATION IS NOT BBB ACCREDITED

    1235 E Mineral St

    Platteville, WI 53818

  • THIS LOCATION IS NOT BBB ACCREDITED

    124 N. Fulton St

    Princeton, WI 54968

  • THIS LOCATION IS NOT BBB ACCREDITED

    1301 E Main Street

    Waukesha, WI 53186

  • THIS LOCATION IS NOT BBB ACCREDITED

    1545 South 41 Street

    Manitowoc, WI 54220

  • THIS LOCATION IS NOT BBB ACCREDITED

    15899W North Old Highway 63

    Hayward , WI 54843

  • THIS LOCATION IS NOT BBB ACCREDITED

    1635 East Green Bay St

    Shawano, WI 54166

  • THIS LOCATION IS NOT BBB ACCREDITED

    1695 Hwy 45 N

    Eagle River, WI 54521

  • THIS LOCATION IS NOT BBB ACCREDITED

    17053 US Hwy 61 South

    Boscobel, WI 53805

  • THIS LOCATION IS NOT BBB ACCREDITED

    1807 N Mountain Rd

    Wausau, WI 54401

  • THIS LOCATION IS NOT BBB ACCREDITED

    2019 E Lake Shore Dr.

    Ashland, WI 54806

  • THIS LOCATION IS NOT BBB ACCREDITED

    210 N Main Street

    Loyal, WI 54446

  • THIS LOCATION IS NOT BBB ACCREDITED

    2275 22nd St.

    Rice Lake, WI 54868

  • THIS LOCATION IS NOT BBB ACCREDITED

    26504 Minnow Ave

    Webster, WI 54893

  • THIS LOCATION IS NOT BBB ACCREDITED

    301 E Wisconsin St

    Sparta, WI 54656

  • THIS LOCATION IS NOT BBB ACCREDITED

    330 N 9th Street

    Oostburg, WI 53070

  • THIS LOCATION IS NOT BBB ACCREDITED

    3315 Wayne Street

    Stevens Point, WI 54481

  • THIS LOCATION IS NOT BBB ACCREDITED

    3330 State Hwy. 73 S

    Wisconsin Rapids, WI 54494

  • THIS LOCATION IS NOT BBB ACCREDITED

    39 E Fifth St.

    Superior, WI 54880

  • THIS LOCATION IS NOT BBB ACCREDITED

    3912 Newville Road

    Janesville, WI 53545

  • THIS LOCATION IS NOT BBB ACCREDITED

    4145 State Rd 13

    Wisconsin Dells, WI 53965

  • THIS LOCATION IS NOT BBB ACCREDITED

    53 West Main St.

    Milltown, WI 54858

  • THIS LOCATION IS NOT BBB ACCREDITED

    597 Schommer Drive

    Hudson, WI 54016

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 Cottage Grove Rd

    Madison, WI 53716

  • THIS LOCATION IS NOT BBB ACCREDITED

    735 Weise Street

    Green Bay, WI 54302

  • THIS LOCATION IS NOT BBB ACCREDITED

    801 Prospect Ave

    Osceola, WI 54020

  • THIS LOCATION IS NOT BBB ACCREDITED

    E 8670 US Hwy 12

    Elk Mound, WI 54739

  • THIS LOCATION IS NOT BBB ACCREDITED

    N1369 US Hwy 14

    Walworth, WI 53184

  • THIS LOCATION IS NOT BBB ACCREDITED

    N3116 Utility Lane

    Monroe, WI 53566

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 220

    Milltown, WI 54858

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 247

    Loyal, WI 54446

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 366

    Weyauwega, WI 54983

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 372

    Ashippun, WI 53003

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 606

    Osceola, WI 54020

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 62

    Webster, WI 54893

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 750

    Wisconsin Dells, WI 53965

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 90

    Lena, WI 54139

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 907

    Eagle River, WI 54521

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 119

    Lena, WI 54139

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 416

    Bloomington, WI 53804

  • THIS LOCATION IS NOT BBB ACCREDITED

    W2550 Oak St

    Ashippun, WI 53003

  • THIS LOCATION IS NOT BBB ACCREDITED

    W6754 Commerce Ct

    Fond Du Lac, WI 54937

  • THIS LOCATION IS NOT BBB ACCREDITED

    21835 Lillehei Ave

    Hastings, MN 55033

  • THIS LOCATION IS NOT BBB ACCREDITED

    21835 Lillehei Ave

    Hastings, MN 55033

  • THIS LOCATION IS NOT BBB ACCREDITED

    2790 117th St E

    Inver Grove Heights, MN 55077

  • THIS LOCATION IS NOT BBB ACCREDITED

    2790 117th St E

    Inver Grove Heights, MN 55077

  • THIS LOCATION IS NOT BBB ACCREDITED

    21830 Lillehei Ave

    Hastings, MN 55033

  • THIS LOCATION IS NOT BBB ACCREDITED

    21830 Lillehei Ave

    Hastings, MN 55033

  • THIS LOCATION IS NOT BBB ACCREDITED

    4950 N Broadway St

    Park City, KS 67219

  • THIS LOCATION IS NOT BBB ACCREDITED

    1303 W Eisenhower Ave

    Norfolk, NE 68701

  • THIS LOCATION IS NOT BBB ACCREDITED

    13606 L St

    Omaha, NE 68137

  • THIS LOCATION IS NOT BBB ACCREDITED

    2902 E Hwy 50

    Yankton, SD 57078

  • THIS LOCATION IS NOT BBB ACCREDITED

    3200 Superior St

    Lincoln, NE 68504

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 S Dirksen Pkwy

    Springfield, IL 62703

  • THIS LOCATION IS NOT BBB ACCREDITED

    460 NW 27th Avenue

    Ocala, FL 34475

  • THIS LOCATION IS NOT BBB ACCREDITED

    102 N Business 54

    Eldon, MO 65026

  • THIS LOCATION IS NOT BBB ACCREDITED

    102 N Business 54

    Eldon, MO 65026

  • THIS LOCATION IS NOT BBB ACCREDITED

    1021 East Center Street

    Salem, MO 65560

  • THIS LOCATION IS NOT BBB ACCREDITED

    1021 East Center Street

    Salem, MO 65560

  • THIS LOCATION IS NOT BBB ACCREDITED

    105 W 5th St

    Montgomery City, MO 63361

  • THIS LOCATION IS NOT BBB ACCREDITED

    105 W 5th St

    Montgomery City, MO 63361

  • THIS LOCATION IS NOT BBB ACCREDITED

    10904 Route 111

    Medora, IL 62063

  • THIS LOCATION IS NOT BBB ACCREDITED

    10904 Route 111

    Medora, IL 62063

  • THIS LOCATION IS NOT BBB ACCREDITED

    11275 Highland Road

    Highland, IL 62249

  • THIS LOCATION IS NOT BBB ACCREDITED

    11275 Highland Road

    Highland, IL 62249

  • THIS LOCATION IS NOT BBB ACCREDITED

    120 W Mack Ave

    Olney, IL 62450

  • THIS LOCATION IS NOT BBB ACCREDITED

    120 W Mack Ave

    Olney, IL 62450

  • THIS LOCATION IS NOT BBB ACCREDITED

    1355 AS Route 127

    Greenville, IL 62246

  • THIS LOCATION IS NOT BBB ACCREDITED

    1355 AS Route 127

    Greenville, IL 62246

  • THIS LOCATION IS NOT BBB ACCREDITED

    1600 Mid Rivers Industrial Dr

    Saint Peters, MO 63376

  • THIS LOCATION IS NOT BBB ACCREDITED

    1600 Mid Rivers Industrial Dr

    Saint Peters, MO 63376

  • THIS LOCATION IS NOT BBB ACCREDITED

    18172 N Hwy 49
    previous address

    Effingham, IL 62401

  • THIS LOCATION IS NOT BBB ACCREDITED

    1821 North Court

    Marion, IL 62959

  • THIS LOCATION IS NOT BBB ACCREDITED

    1821 North Court

    Marion, IL 62959

  • THIS LOCATION IS NOT BBB ACCREDITED

    2005 S Dacey Dr

    Shelbyville, IL 62565

  • THIS LOCATION IS NOT BBB ACCREDITED

    2005 S Dacey Dr

    Shelbyville, IL 62565

  • THIS LOCATION IS NOT BBB ACCREDITED

    2041 North Broadway

    Salem, IL 62881

  • THIS LOCATION IS NOT BBB ACCREDITED

    2041 North Broadway

    Salem, IL 62881

  • THIS LOCATION IS NOT BBB ACCREDITED

    3206 Rageline

    Columbia, MO 65202

  • THIS LOCATION IS NOT BBB ACCREDITED

    3206 Rageline

    Columbia, MO 65202

  • THIS LOCATION IS NOT BBB ACCREDITED

    334 N State St Ste E

    Desloge, MO 63601

  • THIS LOCATION IS NOT BBB ACCREDITED

    334 N State St Ste E

    Desloge, MO 63601

  • THIS LOCATION IS NOT BBB ACCREDITED

    390 Waco Rd

    Columbia, MO 65202

  • THIS LOCATION IS NOT BBB ACCREDITED

    390 Waco Rd

    Columbia, MO 65202

  • THIS LOCATION IS NOT BBB ACCREDITED

    5201 Godfrey Rd

    Godfrey, IL 62035

  • THIS LOCATION IS NOT BBB ACCREDITED

    5201 Godfrey Rd

    Godfrey, IL 62035

  • THIS LOCATION IS NOT BBB ACCREDITED

    5391 Veterans Memorial Parkway
    previous address

    Saint Peters, MO 63376

  • THIS LOCATION IS NOT BBB ACCREDITED

    5621 S. Service Rd.
    previous address

    Saint Peters, MO 63376

  • THIS LOCATION IS NOT BBB ACCREDITED

    605 Front St

    Ironton, MO 63650

  • THIS LOCATION IS NOT BBB ACCREDITED

    605 Front St

    Ironton, MO 63650

  • THIS LOCATION IS NOT BBB ACCREDITED

    Hwy 30& Hwy K

    Saint Clair, MO 63077

  • THIS LOCATION IS NOT BBB ACCREDITED

    Hwy 30& Hwy K

    Saint Clair, MO 63077

  • THIS LOCATION IS NOT BBB ACCREDITED

    Old Hwy 67 N
    previous address

    Park Hills, MO 63601

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 130

    Saint Clair, MO 63077

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 130

    Saint Clair, MO 63077

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 3363

    Quincy, IL 62305

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 3363

    Quincy, IL 62305

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 528

    Jackson, MO 63755

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 528

    Jackson, MO 63755

  • THIS LOCATION IS NOT BBB ACCREDITED

    St. Mary's Street

    Mc Gee, MO 63763

  • THIS LOCATION IS NOT BBB ACCREDITED

    St. Mary's Street

    Mc Gee, MO 63763

  • THIS LOCATION IS NOT BBB ACCREDITED

    Ferrellgas

    Augusta, GA 30906

  • THIS LOCATION IS NOT BBB ACCREDITED

    Ferrellgas

    Butler, GA 31006

  • THIS LOCATION IS NOT BBB ACCREDITED

    Ferrellgas
    4004 Broadway

    Macon, GA 31206

  • THIS LOCATION IS NOT BBB ACCREDITED

    997 Milledgeville Rd.

    Eatonton, GA 31024

  • THIS LOCATION IS NOT BBB ACCREDITED

    23 North Poplar Street

    Butler, GA 31006

  • 4004 Broadway

    Macon, GA 31206

  • THIS LOCATION IS NOT BBB ACCREDITED

    206 S. Center St.

    Thomaston, GA 30286

  • THIS LOCATION IS NOT BBB ACCREDITED

    1881 Rice Avenue

    Dublin, GA 31021

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 485

    Butler, GA 31006

  • THIS LOCATION IS NOT BBB ACCREDITED

    1219 N Eaglecrest St

    Nixa, MO 65714

  • THIS LOCATION IS NOT BBB ACCREDITED

    22711 Main St

    Reeds Spring, MO 65737

  • THIS LOCATION IS NOT BBB ACCREDITED

    533 E Elm St

    Lebanon, MO 65536

  • THIS LOCATION IS NOT BBB ACCREDITED

    8070 Industry Rd

    Colorado Springs, CO 80939

  • THIS LOCATION IS NOT BBB ACCREDITED

    902 Main St.
    PO Box 786

    Fairplay, CO 80440

  • THIS LOCATION IS NOT BBB ACCREDITED

    902 Main St.
    PO Box 786

    Fairplay, CO 80440

  • THIS LOCATION IS NOT BBB ACCREDITED

    2020 13th Street

    Steamboat Springs, CO 80487

  • THIS LOCATION IS NOT BBB ACCREDITED

    2020 13th Street

    Steamboat Springs, CO 80487

  • THIS LOCATION IS NOT BBB ACCREDITED

    932 N Riverside Dr

    Espanola, NM 87532

  • THIS LOCATION IS NOT BBB ACCREDITED

    932 N Riverside Dr

    Espanola, NM 87532

  • THIS LOCATION IS NOT BBB ACCREDITED

    4151 Cerrillos Rd

    Santa Fe, NM 87505

  • THIS LOCATION IS NOT BBB ACCREDITED

    4151 Cerrillos Rd

    Santa Fe, NM 87505

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1057

    Pecos, NM 87552

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1057

    Pecos, NM 87552

  • THIS LOCATION IS NOT BBB ACCREDITED

    209 S Grand Ave

    Las Vegas, NM 87701

  • THIS LOCATION IS NOT BBB ACCREDITED

    209 S Grand Ave

    Las Vegas, NM 87701

  • THIS LOCATION IS NOT BBB ACCREDITED

    2844 I-70 Business Loop

    Grand Junction, CO 81501

  • THIS LOCATION IS NOT BBB ACCREDITED

    2844 I-70 Business Loop

    Grand Junction, CO 81501

  • THIS LOCATION IS NOT BBB ACCREDITED

    1367, North Highway 491

    Gallup, NM 87301

  • THIS LOCATION IS NOT BBB ACCREDITED

    1367, North Highway 491

    Gallup, NM 87301

  • THIS LOCATION IS NOT BBB ACCREDITED

    4803 Lockhart Hwy

    Austin, TX 78744

  • THIS LOCATION IS NOT BBB ACCREDITED

    12537 Airline Highway

    Baton Rouge, LA 70817

  • THIS LOCATION IS NOT BBB ACCREDITED

    2920 Highway 190 West

    Hammond, LA 70401

  • THIS LOCATION IS NOT BBB ACCREDITED

    16500 Highway 62 S

    Orange, TX 77630

  • THIS LOCATION IS NOT BBB ACCREDITED

    16500 Highway 62 S

    Orange, TX 77630

  • THIS LOCATION IS NOT BBB ACCREDITED

    17011 119th Street

    Grand Prairie, TX 75050

  • THIS LOCATION IS NOT BBB ACCREDITED

    1814 West Highway 287

    Waxahachie, TX 75165

  • THIS LOCATION IS NOT BBB ACCREDITED

    9771 Hanover Ct E

    Henderson, CO 80640

  • THIS LOCATION IS NOT BBB ACCREDITED

    4400 E Highway 377

    Granbury, TX 76049

  • THIS LOCATION IS NOT BBB ACCREDITED

    3154 RANGER HWY

    WEATHERFORD, TX 76088

  • THIS LOCATION IS NOT BBB ACCREDITED

    938 East Mansfield Highway

    kennedale , TX 76060

  • THIS LOCATION IS NOT BBB ACCREDITED

    99 Holmes Road

    Houston, TX 77045

  • THIS LOCATION IS NOT BBB ACCREDITED

    1410 Hwy 14

    Lake Charles, LA 70616

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 16954

    Lake Charles, LA 70616

  • THIS LOCATION IS NOT BBB ACCREDITED

    1031 E Johnson Ave

    Jonesboro, AR 72401

  • THIS LOCATION IS NOT BBB ACCREDITED

    1050 Collier Dr

    Conway, AR 72032

  • THIS LOCATION IS NOT BBB ACCREDITED

    1072 N Fourche Ave

    Perryville, AR 72126

  • THIS LOCATION IS NOT BBB ACCREDITED

    2250 East Grand Avenue

    Hot Springs, AR 71901

  • THIS LOCATION IS NOT BBB ACCREDITED

    2888 Highway 70 E

    Lonoke, AR 72086

  • THIS LOCATION IS NOT BBB ACCREDITED

    424 Smothers Street

    North Little Rock, AR 72114

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 417

    Perryville, AR 72126

  • THIS LOCATION IS NOT BBB ACCREDITED

    997 Well Rd

    West Monroe, LA 71292

  • THIS LOCATION IS NOT BBB ACCREDITED

    4000 Benton Rd

    Bossier City, LA 71111

  • THIS LOCATION IS NOT BBB ACCREDITED

    6721 Masonic Dr

    Alexandria, LA 71301

  • THIS LOCATION IS NOT BBB ACCREDITED

    310 E Morrow Rd

    Sand Springs, OK 74063

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 428

    Sand Springs, OK 74063

  • THIS LOCATION IS NOT BBB ACCREDITED

    703 E. 6th Street

    Hanford, CA 93230

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box T

    Idyllwild, CA 92549

  • THIS LOCATION IS NOT BBB ACCREDITED

    40356 Oak Park Way Ste J

    Oakhurst, CA 93644

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 2293

    Oakhurst, CA 93644

  • THIS LOCATION IS NOT BBB ACCREDITED

    420 N Seven Points Dr

    Kemp, TX 75143

  • THIS LOCATION IS NOT BBB ACCREDITED

    17081 Hwy 116

    Guerneville, CA 95446

  • THIS LOCATION IS NOT BBB ACCREDITED

    17081 Hwy 116

    Guerneville, CA 95446

  • THIS LOCATION IS NOT BBB ACCREDITED

    1925 Main St

    Fort Bragg, CA 95437

  • THIS LOCATION IS NOT BBB ACCREDITED

    1925 Main St

    Fort Bragg, CA 95437

  • THIS LOCATION IS NOT BBB ACCREDITED

    3322 N State St

    Ukiah, CA 95482

  • THIS LOCATION IS NOT BBB ACCREDITED

    3322 N State St

    Ukiah, CA 95482

  • THIS LOCATION IS NOT BBB ACCREDITED

    63 Soda Bay Rd

    Lakeport, CA 95453

  • THIS LOCATION IS NOT BBB ACCREDITED

    63 Soda Bay Rd

    Lakeport, CA 95453

  • THIS LOCATION IS NOT BBB ACCREDITED

    2381 E. Deuce of Clubs

    Show Low, AZ 85901

  • THIS LOCATION IS NOT BBB ACCREDITED

    2813 Beverly Ave.

    Kingman, AZ 86401

  • THIS LOCATION IS NOT BBB ACCREDITED

    3111 NW Grand Avenue

    Phoenix , AZ 85017

  • THIS LOCATION IS NOT BBB ACCREDITED

    5600 N. Highway 89

    Flagstaff, AZ 86004

  • THIS LOCATION IS NOT BBB ACCREDITED

    8933 E. Florentine Road #F

    Prescott Valley, AZ 86314

  • THIS LOCATION IS NOT BBB ACCREDITED

    7757 N Virginia St

    Reno, NV 89506

  • THIS LOCATION IS NOT BBB ACCREDITED

    364 Lower Grass Valley Rd Ste B

    Nevada City, CA 95959

  • THIS LOCATION IS NOT BBB ACCREDITED

    364 Lower Grass Valley Rd Ste B

    Nevada City, CA 95959

  • THIS LOCATION IS NOT BBB ACCREDITED

    2125 West 17th Street

    Santa Ana, CA 92706

  • THIS LOCATION IS NOT BBB ACCREDITED

    107 S Vinewood St

    Escondido, CA 92029

  • THIS LOCATION IS NOT BBB ACCREDITED

    8088 Miramar Rd

    San Diego, CA 92126

  • THIS LOCATION IS NOT BBB ACCREDITED

    313 N. Main

    Moscow, ID 83843

  • THIS LOCATION IS NOT BBB ACCREDITED

    6207 E. Broadway

    Spokane, WA 99212

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 8053

    Moscow, ID 83843

  • THIS LOCATION IS NOT BBB ACCREDITED

    1325 W. Broadway

    Moses Lake, WA 98837

  • THIS LOCATION IS NOT BBB ACCREDITED

    309 N. Fruitland

    Kennewick, WA 99336

  • THIS LOCATION IS NOT BBB ACCREDITED

    4200 N Sullinger Ave

    Tucson, AZ 85705

  • THIS LOCATION IS NOT BBB ACCREDITED

    313 N. Main

    Moscow, ID 83843

  • THIS LOCATION IS NOT BBB ACCREDITED

    6207 E. Broadway

    Spokane, WA 99212

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 8053

    Moscow, ID 83843

  • THIS LOCATION IS NOT BBB ACCREDITED

    1165 Newmark Ave STE D

    Coos Bay, OR 97420

  • THIS LOCATION IS NOT BBB ACCREDITED

    1165 Newmark Ave STE D

    Coos Bay, OR 97420

  • THIS LOCATION IS NOT BBB ACCREDITED

    1405 Lumsden Rd

    Port Orchard, WA 98367

  • THIS LOCATION IS NOT BBB ACCREDITED

    1405 Lumsden Rd

    Port Orchard, WA 98367

  • THIS LOCATION IS NOT BBB ACCREDITED

    17390 Smith

    Sandy, OR 97055

  • THIS LOCATION IS NOT BBB ACCREDITED

    17390 Smith

    Sandy, OR 97055

  • THIS LOCATION IS NOT BBB ACCREDITED

    1750 Walton Dr

    Burlington, WA 98233

  • THIS LOCATION IS NOT BBB ACCREDITED

    1750 Walton Dr

    Burlington, WA 98233

  • THIS LOCATION IS NOT BBB ACCREDITED

    1961 Seabeck Hwy NW

    Bremerton, WA 98312

  • THIS LOCATION IS NOT BBB ACCREDITED

    1961 Seabeck Hwy NW

    Bremerton, WA 98312

  • THIS LOCATION IS NOT BBB ACCREDITED

    1961 Seabeck Hwy NW

    Bremerton, WA 98312

  • THIS LOCATION IS NOT BBB ACCREDITED

    1961 Seabeck Hwy NW

    Bremerton, WA 98312

  • THIS LOCATION IS NOT BBB ACCREDITED

    19920 N Hwy 101

    Hoodsport, WA 98548

  • THIS LOCATION IS NOT BBB ACCREDITED

    19920 N Hwy 101

    Hoodsport, WA 98548

  • THIS LOCATION IS NOT BBB ACCREDITED

    3611 A St SE

    Auburn, WA 98002

  • THIS LOCATION IS NOT BBB ACCREDITED

    3611 A St SE

    Auburn, WA 98002

  • THIS LOCATION IS NOT BBB ACCREDITED

    451 N Forks Ave

    Forks, WA 98331

  • THIS LOCATION IS NOT BBB ACCREDITED

    451 N Forks Ave

    Forks, WA 98331

  • THIS LOCATION IS NOT BBB ACCREDITED

    455 Oregon Way

    Longview, WA 98632

  • THIS LOCATION IS NOT BBB ACCREDITED

    455 Oregon Way

    Longview, WA 98632

  • THIS LOCATION IS NOT BBB ACCREDITED

    641 NE Lombard St

    Portland, OR 97211

  • THIS LOCATION IS NOT BBB ACCREDITED

    641 NE Lombard St

    Portland, OR 97211

  • THIS LOCATION IS NOT BBB ACCREDITED

    646 S 3rd Ave

    Sequim, WA 98382

  • THIS LOCATION IS NOT BBB ACCREDITED

    646 S 3rd Ave

    Sequim, WA 98382

  • THIS LOCATION IS NOT BBB ACCREDITED

    935 W Main St

    Auburn, WA 98002

  • THIS LOCATION IS NOT BBB ACCREDITED

    935 W Main St

    Auburn, WA 98002

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 2101-B

    Hermiston, OR 97838

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 2101-B

    Hermiston, OR 97838

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 649

    North Bend, OR 97459

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 649

    North Bend, OR 97459

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1009

    Chehalis, WA 98532

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1009

    Chehalis, WA 98532

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 67

    Hoodsport, WA 98548

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 67

    Hoodsport, WA 98548

  • THIS LOCATION IS NOT BBB ACCREDITED

    8270 28th Ct NE # 101

    Olympia, WA 98516

  • THIS LOCATION IS NOT BBB ACCREDITED

    8270 28th Ct NE # 101

    Olympia, WA 98516

  • THIS LOCATION IS NOT BBB ACCREDITED

    8270 28th Ct NE Ste 101

    Lacey, WA 98516

  • THIS LOCATION IS NOT BBB ACCREDITED

    1190 Sw Walnut St

    Hillsboro, OR 97123

  • THIS LOCATION IS NOT BBB ACCREDITED

    3611 A St SE

    Auburn, WA 98002

  • THIS LOCATION IS NOT BBB ACCREDITED

    1325 W. Broadway

    Moses Lake, WA 98837

  • THIS LOCATION IS NOT BBB ACCREDITED

    309 N. Fruitland

    Kennewick, WA 99336

  • THIS LOCATION IS NOT BBB ACCREDITED

    2125 West 17th Street

    Santa Ana, CA 92706

  • THIS LOCATION IS NOT BBB ACCREDITED

    2125 West 17th Street

    Santa Ana, CA 92706

  • P O Box T

    Idyllwild, CA 92549

  • THIS LOCATION IS NOT BBB ACCREDITED

    2125 West 17th Street

    Santa Ana, CA 92706

  • THIS LOCATION IS NOT BBB ACCREDITED

    2125 West 17th Street

    Santa Ana, CA 92706

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/20/2016 Problems with Product/Service
8/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the LP Gas Outdoor Fireplace, Model GAD15236L from Lowes. After putting it together per the instructions, I carefully placed the Lava Rocks in the fire pit. For added decoration, I added the glass rocks around the outside edge of the square. I then turned the fire pit on as instructed and it worked great. I turned it off and than tried to light it a little while later and it did not light. I read through the instruction manual troubleshooting and still could not get it to work. I can smell the gas but it seems that the ignitor switch is faulty and only works sometimes. It seems to have a 50/50 success rate. When it does not work, it can be lit with a match or BBQ lighter. Also, after using the fire pit for the first time for an extended period of time, I noticed that it has a slight gas smell. I contacted Blue Rhino hoping that they could help me and fix the problem. I spoke with ***** who was rude and treated me as if I didn't have a brain. When she didn't know what was wrong with the machine, she asked me if there was glass rocks in it. I explained that there was a small amount on the outside edge but that there was nothing near the pilot housing. I explained that I read the directions very clearly and that the machine was defective. She replied by saying, "there is nothing I can do for you, you voided your warranty and we are not responsible." I asked her where in the instructions that it states that the rocks should not be used. She said, "it's in there!" I than asked to speak to her supervisor. ****** ******** than got on the line and repeated everything that ***** had said. Glass rocks had absolutely nothing to do with the faulty pilot light and the warranty does not say they shouldn't be used. Page 3 of the instruction manual actually refers to the use of glass rocks, making sure that you are careful to keep pets and children away as they may be hot.

Desired Settlement: I would like the unit replaced with a new one that works correctly and I would like it put together for me as this one took over an hour to put together.

Business Response:

July 28, 2016

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ******* ******* – Complaint Number ********

Dear Mr. *******

 

I am writing in response to Ms. ********* consumer complaint regarding her outdoor fireplace purchased from Lowe’s. 

After speaking with the appropriate personnel and reviewing the available documentation, it was determined that while Ms. ******* stated that she assembled the unit per the instructions and placed lava rocks in the fire pit, she also stated that she used glass rocks that were not sold with the Endless Summer LP Gas Outdoor Firepit, model number *********, nor were they manufactured by Blue Rhino Global Sourcing, Inc.   This unit is only built to operate with Blue Rhino Global Sourcing, Inc. factory-authorized parts.  The use of any part that is not factory-authorized can be dangerous and will void the warranty, as happened in this instance.

We regret that Ms. ******* has experienced difficulty with her firepit and was dissatisfied with her customer experience when contacting Blue Rhino.  We strive to provide a positive customer experience and will share this information with our Blue Rhino team so they may review as well. 

We recommend that she return her firepit to the retailer if she is interested in having it replaced. 

Thank you for bringing this matter to our attention.  We appreciate her feedback as well as the opportunity to address her concerns. 

Please call if you have questions.

 

Thank you,

 

***** *****

Paralegal

 

cc:          ****** ******* – Data Integrity Senior Rep

****** ****** – Customer Care Manager

8/5/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have made a previous complaint regarding an egregious lack of billing from this company that was resolved in a fair manner in 2015 (the company did not bill me for over a year, despite requests from me for a bill). This company has managed to make a large mistake again. I have sold the property that my account was tied to. On June 10, 2016, I called to pay the bill that was due at that time and request the account be closed beginning June 13, 2016, as that was the closing date for the house sale. The woman I spoke with reported to me that the payment was successful and that she had the disconnect set up for June 13. I made a mistake and did not request documentation of this. It is July 6, 2016 and I have received a continued bill from this company reflecting usage that occurred after I requested the account closed. I called the company today, and they replied that they have no record of contact on June 10. The woman I spoke with today replied that she will send me email confirmation of our conversation, will set up the disconnect order, and reported that they will transfer charges to the people who bought my house (when they set up an account). My hope is that this problem is easily resolved; however, I chose to file a complaint again against this company because, based on my past experience as well, they need to recognize that their practices are unacceptable and need to be addressed. No other utility has had a problem closing my accounts. It appears to me that the ferrellgas operation is so small that there are a handful of people who are making shorthand notes that become lost or lost in translation, and the company is unable to complete customer requests. It is unprofessional and unacceptable.

Desired Settlement: I would like Ferrellgas, if this is not resolved with the already made phone call, to recognize that I requested my account closed on June 13, 2016 and send me documentation of the closed account and the final charges of 5/27-6/13.

Business Response:

 

July 20, 2016

 

Mr. **** ******

BBB of Greater KC

 

Subject:  Lindsay ***** – Complaint ID ********

 

Dear Mr.  ******:

 

I am writing in response to Ms. *****’s consumer complaint.  A review of her account indicates she commenced services with us in March 2014; was on a metered system and had chosen “will call” delivery service. Ms. ***** has requested that her account be closed. 

Ms. *****’s complaint is regarding a billing issue whereby she was erroneously charged for LP gas usage after June 13, 2016.  We recognize this was an error and have adjusted Ms. *****’s account back to a zero balance, as she will not be responsible for any charges that posted in June.  She will also be receiving her $100 deposit after we reach out to her and confirm a current mailing address.  She should receive this refund in the near future. 

We apologize for any inconvenience this billing error may have caused and hope that we have now come to a satisfactory resolution with our customer. 

Thank you for bringing Ms. *****’s concerns to our attention.  We appreciate her past patronage and we wish her well in the future. 

 

Sincerely,

Cathy *****

Paralegal

 

Cc:         ******* *********, Director of Operations

               ******* *******, Customer Service Manger

6/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When propane was delivered on 02/03/2016 the delivery truck damaged our property. I witnessed the truck came behind our house about 8:00 AM in the morning. My wife and I were both very sick with the flu so I laid back down in the bedroom and she on the couch. I awoke about 1:00 PM to the sound of tires spinning, I looked out and the delivery truck was all the way off our driveway with its passenger side tires digging a hole, and the rest of the truck hung up on the small hill that keeps our property from being flooded during Spring rains. I laid back down, as I was still very sick. A neighbor later told us the next day when we were feeling better, that the tow truck couldn't pull the delivery truck out so they had to hook up a winch to one of our large trees in our yard. (the tree suffered no damage that we can tell) I complained to Ferrelgas, the parent company of Lafayette Bottle Gas, about the large hole left in our yard. Days later I received a telephone call inquiring what had happened and was promised it would be taken care off. A month or two later, I complained again and received no reply. I complained again in May and my wife said they came out and took some pictures of the hole. The hole is still not filled and we need it done soon so we may safely use our property and have other work done. I feel we have given them more than sufficient time to take care of this. I don't want any more phone calls unless it is from the contractor wanting directions to our home.

Desired Settlement: Send a contractor out to our property and fill the hole next to our driveway. Put it in their company logs the drivers of their delivery trucks are to are to stop at the tree line and run the hose from there. (about 25 yards to the tank) They may turn around in front of the garage as there is a gravel base three cars wide, albeit overgrown with grass. This is the second or third time their trucks have be stuck in our back yard.(the other times the ground was frozen and there was no damage.

Business Response:

June 23, 2016

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ****** ***** ********* ********

Dear Mr. *******

I am writing in response to Mr. ****** consumer complaint regarding an incident where a Ferrellgas delivery truck inadvertently caused damage to his property while completing a propane delivery.

After speaking with the appropriate field personnel regarding this matter, I have been informed that repairs to Mr. ****** property should have been competed as of the date of this response.  In addition, and as a gesture of goodwill for Mr. ****** patience as we work to correct the issue, we have agreed to provide him with 200 gallons of propane to his tank at no charge. 

We regret any damage caused and hope Mr. **** finds that the repairs are satisfactory.  We have noted in our system Mr. ****** instructions for further deliveries in an attempt to avoid any damage during fuel deliveries on a going forward basis. 

We are hopeful that Mr. **** will be satisfied with this resolution. 

Thank you for bringing this matter to our attention.  Please call if you have questions.

 

Thank you,

 

***** *****

Paralegal

 

cc:          ***** ****** – Director of Operations

              ***** *** – Manager, Customer Service

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

****** ****

6/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Blue Rhino / Uniflame firepit model number GAD1374SP in early 2015. The flow of propane through the bowl assembly suddenly stopped working in ~September 2015. I contacted the company (Blue Rhino) and requested a replacement part for the item. I was told at that time "At this time the part is backordered. We do not have an ETA. The part will ship as soon as we receive it in inventory." While I didn't appreciate the no-end-in-sight answer, I decided to give Blue Rhino the benefit of the doubt to see if things would change. Unfortunately, I waited 5 MONTHS for the regulator part to arrive in stock, then another 2 weeks once it came in for the part to be shipped to me. Even more unfortunate, once installed, the part didn't fix the problem. I called Blue Rhino back and was told that I had to order an entirely new bowl-assembly, and their response was of course "this part is currently on backorder with no ETA available." Very frustrating given that I already waited 6 months for a part that didn't fix the problem. When I inquire about the "no ETA available", I was told by multiple customer service representatives that the parts come from China and they are only notified when the part arrives and have no information before then. Using "China" as an excuse for having no ETA is absolutely unacceptable, and very poor customer service for an item that consumers pay almost $1000 for. It's now been 9 months and I am still getting the "no ETA available" response from customer service. Recently, a customer care representative suggested I try an alternate part, for which I suggested they pay to ship the part to me and I'll pay for shipping back if the part doesn't work. They denied my offer and demanded that I pay for shipping for the part (in both directions). I called the customer service representative back and she seemed understanding and said she would talk to her manager and get back to me by email. I'm now awaiting her response.

Desired Settlement: I would request Blue Rhino 1) fix my firepit, preferably at no cost to me given the long ordeal I have had to endure, and 2) stop telling consumers that there is "no ETA available" because parts are ordered from China. Thank you.

Business Response:

June 22, 2016

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ******* **** – Complaint No:  ********

 

Dear Mr. *******

 

I am writing in response to Mr. ****** consumer complaint. 

Mr. ****** concerns surround a firepit he purchased and subsequently experienced some issues with the flow of propane through the bowl of his firepit.   His complaint indicates that he has had issues receiving the necessary replacement parts to successfully service his firepit. 

I have spoken with the appropriate personnel at Blue Rhino regarding this issue and have been told that our Blue Rhino personnel informed Mr. **** on a few different occasions that the replacement parts were currently back-ordered and not currently available but that we would ship the part in question as soon as it was in stock.  Unfortunately, we experienced several manufacturer delays on these parts and have regretfully been unable to meet Mr. ****** expectations of timely replacement parts. 

Blue Rhino would be happy to warranty the bowl on Mr. ****** firepit if he can provide a receipt that would indicate that he was within the warranty period when his initial call to Blue Rhino was placed on September 24, 2015. 

Today I was informed by Blue Rhino personnel that the part Mr. **** has been waiting for has been received by Blue Rhino and is scheduled to ship tomorrow to Mr. ****** residence.  We can provide the following tracking number for his convenience:  UPS Tracking Number ******************.  Mr. **** should have his replacement part in the next few days. 

Thank you for bringing Mr. ****** concerns to our attention.  Please call if you have questions.

 

Thank you,

 

***** *****

Paralegal

 

cc:          ****** ******* – Blue Rhino Data Integrity Specialist

              

              

 

 

 

 

 

 

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.  Note that the UPS tracking number provided was not correct - it was an old tracking number for a previous part delivered to me back in February of this year.  Also, the fact that Blue Rhino experienced "manufacturing delays" was never communicated to me before today.  I was only told "the part is on order with no ETA available".  Yes, this certainly didn't meet my expectations in turnaround time since it took almost a year for Blue Rhino to get me the right part.  I'm not sure who would consider their expectations met when you have to wait almost a year for a part.  To be honest, I find Blue Rhino's lack of accepting more responsibility in this matter disturbing.  However, assuming the part I receive within two weeks ends up working, I'm willing to move on at this point.

Regards,
******* ****

6/17/2016 Problems with Product/Service | Complaint Details Unavailable
5/13/2016 Problems with Product/Service
5/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a Better Homes and Gardens grill in June of 2015. Approximately a month after we purchased it we had a huge fire on it. I thought maybe it was a fluke and buy shed it off. There was a second fire in February of 2016 while I was grilling. The grill was on the lowest flame both times. I had also just flipped the items and walked back inside when I seen the flames. The grill has recently been cleaned both times days before the fire. When I contacted the company they said it was a grease fire and they would not fix the damage done to the grill. The burner covers were burnt off in the most recent fire, therefore the cover now sits directly on the burner. I have been afraid to use the grill because of the fires. I've never had any issue with a fire until this grill. The company stated I would need to purchase new covers and have to figure out how to get the screws out that attach them. We paid $500 for this grill. I am so disappointed with the quality and the way customer service handled the situation. We purchased the grill already assembled. Maybe the store assembled it wrong?

Desired Settlement: Two screws were burnt off and are now Unable to be removed.

Business Response:

 

 

 

 

 

April 25, 2016

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ******* *****, Complaint 11398314

 

Dear Mr. ******:

 

I am writing in response to Ms. *****’s consumer complaint regarding her Better Homes and Gardens grill purchased in June 2015.  After speaking with the appropriate personnel, it has been determined that our position on Ms. *****’s complaint remains unchanged from her prior report of issues which we believe to have stemmed from grease fires. 

 

It is our position that based on photos provided in a previous communication with our company as well as the photo provided from this complaint that the damage to the grill was as a result of grease fire(s).  Grease fires can occur without proper maintenance and cleaning of the grill. 

 

Please know that we strive to provide excellent service to our customers, and we sorry to learn that Ms. ***** is displeased.  We appreciate her feedback as well as this opportunity to address her concerns. 

 

Thank you for bringing this matter to our attention. Please call if you have questions.

 

Thank you,

 

***** *****

Paralegal

 

cc:          ****** ******* – Data Integrity Senior Rep

****** ****** – Customer Care Manager

              

 

 

 

 

 

 

April 25, 2016

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ******* *****, Complaint 11398314

 

Dear Mr. ******:

 

I am writing in response to Ms. *****’s consumer complaint regarding her Better Homes and Gardens grill purchased in June 2015.  After speaking with the appropriate personnel, it has been determined that our position on Ms. *****’s complaint remains unchanged from her prior report of issues which we believe to have stemmed from grease fires. 

 

It is our position that based on photos provided in a previous communication with our company as well as the photo provided from this complaint that the damage to the grill was as a result of grease fire(s).  Grease fires can occur without proper maintenance and cleaning of the grill. 

 

Please know that we strive to provide excellent service to our customers, and we sorry to learn that Ms. ***** is displeased.  We appreciate her feedback as well as this opportunity to address her concerns. 

 

Thank you for bringing this matter to our attention. Please call if you have questions.

 

Thank you,

 

***** *****

Paralegal

 

cc:          ****** ******* – Data Integrity Senior Rep

****** ****** – Customer Care Manager

              

 

 

 

 

 

 

 

 

 

 

 

 

 

 

April 25, 2016

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ******* *****, Complaint 11398314

 

Dear Mr. ******:

 

I am writing in response to Ms. *****’s consumer complaint regarding her Better Homes and Gardens grill purchased in June 2015.  After speaking with the appropriate personnel, it has been determined that our position on Ms. *****’s complaint remains unchanged from her prior report of issues which we believe to have stemmed from grease fires. 

 

It is our position that based on photos provided in a previous communication with our company as well as the photo provided from this complaint that the damage to the grill was as a result of grease fire(s).  Grease fires can occur without proper maintenance and cleaning of the grill. 

 

Please know that we strive to provide excellent service to our customers, and we sorry to learn that Ms. ***** is displeased.  We appreciate her feedback as well as this opportunity to address her concerns. 

 

Thank you for bringing this matter to our attention. Please call if you have questions.

 

Thank you,

 

***** *****

Paralegal

 

cc:          ****** ******* – Data Integrity Senior Rep

****** ****** – Customer Care Manager

              

 

 

 

 

 

 

 

 

 

April 25, 2016

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ******* *****, Complaint 11398314

 

Dear Mr. ******:

 

I am writing in response to Ms. *****’s consumer complaint regarding her Better Homes and Gardens grill purchased in June 2015.  After speaking with the appropriate personnel, it has been determined that our position on Ms. *****’s complaint remains unchanged from her prior report of issues which we believe to have stemmed from grease fires. 

 

It is our position that based on photos provided in a previous communication with our company as well as the photo provided from this complaint that the damage to the grill was as a result of grease fire(s).  Grease fires can occur without proper maintenance and cleaning of the grill. 

 

Please know that we strive to provide excellent service to our customers, and we sorry to learn that Ms. ***** is displeased.  We appreciate her feedback as well as this opportunity to address her concerns. 

 

Thank you for bringing this matter to our attention. Please call if you have questions.

 

Thank you,

 

***** *****

Paralegal

 

cc:          ****** ******* – Data Integrity Senior Rep

****** ****** – Customer Care Manager

              

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

5/4/2016 Billing/Collection Issues
3/19/2016 Problems with Product/Service
3/15/2016 Problems with Product/Service
3/15/2016 Delivery Issues
3/11/2016 Delivery Issues
3/10/2016 Billing/Collection Issues
3/2/2016 Problems with Product/Service
2/27/2016 Delivery Issues
2/18/2016 Problems with Product/Service
2/4/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Problems with Product/Service
1/13/2016 Billing/Collection Issues
1/2/2016 Billing/Collection Issues
12/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My experience with this company was an expensive nightmare. 1. When I set up service for my day off from work, they did not make the appointment--they changed it to a day I had to work, so I had to have a friend go over to my house to meet them. 2. When they converted my dryer, they took a piece with them that I needed to have it converted back to natural gas when I later moved. 3. I had a disastrous tank leak in November 2014--I had to have a friend leave work to go shut off the valve. They sent me a bill for $1100 total--and promised to reimburse me for the lost gas. That took 5 months, and they never reimbursed me. They offered 50 gallons of gas free, but could not do that either, so they credited my account for 50 gallons of gas instead, when far more than that had leaked out! It took about a dozen phone calls to get even this out of them. 4. Last April I knew I'd be moving out soon from the rental I lived in,so I requested 50 gallons of gas just to be safe; they said they could only give me 100, but that they would credit me whatever was not used when I moved out. They did not! They changed their story, and said I had to pay for the gas that wasn't used--I am still paying that bill. 5. They promised to break up the payments for me, but they reneged on that, too, and are now harassing me to get the full amount. I read that Ferrell Gas IS in fact able to recover gas from tanks, but they lied. I have been paying steadily since I moved out in August. Between the gas leak, what they did to my dryer, the missed appointments (there was more than one that they rescheduled, causing me to have to take time off work), and the unused gas they are making me pay for, I calculate they owe me at least $1,000. For a cherry on top, they failed to reimburse the person that had recommended them--they had promised to credit the customer $65 and never did after numerous requests. I have never been more cheated by a company in my life!

Desired Settlement: I want compensation for:1. the dryer that was missing a vital part when I tried to convert it back to natural gas.2. the two days of missed work I had to take because Ferrell failed to have its service people show up on schedule.3. the nearly full tank of gas that leaked out due to an improperly set valve--the 50 gallons they finally credited me with does not cover that.4. the final 100+ gallons of propane that were in my tank when I moved out that they promised to reimburse me for.

Business Response:

 

November 19, 2015

 

Mr. **** ******

BBB of Greater KC

Subject:  ***** *********** – Complaint ID ********

 

Dear Mr.  ******:

I am writing in response to Ms. ***********’s consumer complaint.  A review of her account indicates she is a fairly new customer, commencing services with us in August 2014; she leases a 288-gallon propane tank and has chosen “will call” delivery service with Net 30 payment terms.

In reviewing our records, we note that Ms. *********** began on our budget billing program with a monthly budget billing balance due of $109.91. From the beginning of Ms. ***********’s service, she was behind on her monthly bill and often paid amounts that varied from her $109.91 budget billing amount which left her with an ongoing and varied residual balance.  The week of July 21, 2015, Ms. *********** requested that she be removed from her nine month budget billing program.  At that point, the full balance on her account of $498.83 was due.  Our local office worked with our customer to set up a standard 3 month payment plan in order for Ms. *********** to pay her remaining balance.  Our records show that a payment of $150.00 was made on July 23, 2015, $150.00 payment was made on August 31, 2015, a $100.00 payment was made on October 1, 2015 and a $100.00 payment was made on November 3, 2015 leaving an outstanding balance of 149.65 as of the date of this letter. 

With regard to Ms. ***********’s complaint regarding a missing part on her dryer, Ferrellgas service technicians leave all unused components of an appliance with the owner/tenant when making a service call.  Our company would have no reason to take or keep a component that converts an appliance to natural gas since we only deal in propane. 

Regarding the leak discussed in Ms. ***********’s complaint, our case notes reveal that a gas leak was phoned in on December 8, 2014 at 7:20am.  At that time, our customer told us that she could not to be her residence until after 3:30pm.  Our Customer Service Specialist phoned Ms. *********** that afternoon and informed her that in order to accommodate her schedule of being unavailable until after 3:30pm, we would be to her residence between 4:00pm and 6:00pm. Our technician was able to address the situation that same day and Ms. *********** received a 211 gallon fill that evening. A 211 gallon fill is indicative of Ms. ***********’s 288 gallon tank being almost out of gas, which would account for the odor that originally alarmed her.      

Regarding the requested refund for propane left in her tank when she terminated service, it is not our policy to issue a credit or refund for unused propane.  All sales are final, as is stated in our Customer Agreement. 

It is always our goal to provide excellent customer service, and we regret that Ms. *********** has not been satisfied with the level of service she received.  In a gesture of good faith, we agree to issue a credit to our customer’s account in the amount of $149.65, which would bring her account current. 

Thank you for bringing Ms. ***********’s concerns to our attention.  We appreciate her past patronage and wish her well in the future.

 

Sincerely,

***** *****

Paralegal

 

Cc:         ****** ******, Customer Service Manager             

               ***** *******, Director of Operations

 

 

 

 

 

 

 

 

 

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:  this is an obvious attempt to dodge the many aspects of my complaint.  They tried to represent me as someone who was always behind on my bill, when I wasn't.  I paid on time! My bank records will show that.  

      Dealing with Ferrell gas was a nightmare from the beginning: they did NOT show up as scheduled to convert my dryer in September--I ended up missing work because they could not keep their appointment time.  It was at this appointment that the service man TOOK a critical part of the dryer that I needed in order to convert it back to natural gas.  A contractor I know had to go and get the valve and then convert the dryer himself.  He will testify to the missing part.  And this was just one of TWO appointments that they did not make! 
   They are also obfuscating when it comes to the gas leak--I had to have a friend come shut off the valve, because they were unavailable.  He will testify as well.  Two bills for a total of $1100 followed shortly.  In the dead of winter, after a gas leak caused by FERRELL GAS,  THEY DID NOTHING TO REPLACE THE LOST GAS EXCEPT TO "CREDIT" ME THE PRICE OF 50 GALLONS--- AND THAT TOOK FOUR MONTHS, AND WAS NOWHERE NEAR SUFFICIENT COMPENSATION: THEY DID NOT TAKE RESPONSIBILITY FOR THEIR ERROR.   i DIDN'T SAY THEY DIDN'T REPAIR IT--THEY SIMPLY DID NOT REIMBURSE ME FOR THE CONTENTS OF THE TANK, EXCEPT FOR A SCANT 50 GALLONS, AND THAT WAS ONLY AFTER NUMEROUS PHONE CALLS AND EMAILS AND 4 MONTHS LATER.
    The paralegal is trying to obscure the truth by focusing on issues that were not part of my complaint.  I have been paying the bill and it is almost gone-- THEY HAVE NOT LOST ANYTHING, BUT THEY HAVE EARNED A VERY BAD REPUTATION FROM THE ORIGINAL ISSUES IN MY COMPLAINT:  the installation of the faulty valve, the ensuing leak, and refusal to compensate me for more than 50 gallons; the failure to make the appointments on the correct day and time; the slew of phone calls and emails it took to get ANYTHING done with these people; their LIES about reimbursing me for the propane left in the tank (twice--first when I signed up, and right before I left)--not to mention the two days I had to take off work to accommodate their irresponsible scheduling; now, their harassing me for the balance of the account after having promised I could pay over time--it is ludicrous considering how much money they cheated me out of, how much of my time they wasted.  Most people probably don't even leave forwarding addresses or bother to set up payment arrangements, like I did.  Instead of appreciating that, they are treating me like an ignorant person who does not pay on time. Check my credit rating!  
   There's a reason that Ferrell Gas has extremely negative reviews locally.  They have a chance to redeem themselves for a least one customer before I add my voice to the rest.  
***** ***********
    



Regards,

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





























Business Response:

 

December 11, 2015

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ***** *********** – Complaint ID ********

Dear Mr.  ******:

Thank you for passing along Ms. ***********'s  most recent communication.  We have no new or additional information regarding this complaint at this time. 

 

Sincerely,

 

***** *****

Paralegal

 

Cc:         ****** ******, Customer Service Manager             

               ***** *******, Director of Operations

 

 

 

 

 

 

 

 

 

 

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:
  I am waiting for the company to admit its errors,  to acknowledge their failure to compensate me for the propane leak, for how many phone calls I had to make to get anything done, for their failure to send servicemen over at the times agreed upon, for lying about the "refund" I would get for the unused propane in my tank when I left, for taking a vital part of my dryer so that I could not convert it back to natural gas, and for harassing me about the final bill.  My last payment was returned to me by Ferrell Gas. Is this tacit acknowledgement of their terrible service and the way they overcharged and deceived me?  If so, I'm not aware of it.  Are they trying to get me to stop this complaint?  If so, I will need more than one measly returned payment.  I believe they are less afraid of handing out financial compensation than they are of admitting that their company has grown so huge and sprawling that they cannot serve their customers efficiently; and worse, that they tack on bogus "Hazmat Fee" charges to every bill, and tell customers that they will be credited for unused gas in their tanks when they leave (on the phone!), and yet put "All Sales Final" on the paper bill--as if we are supposed to deduce that we were lied to on the phone.

   Come on, 'fess up.  I went through a lot of expense, anxiety, and frustration over an entire year because of these people and they have nothing at all to say?  Thank you,
  


Regards,

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





























12/10/2015 Problems with Product/Service
12/9/2015 Problems with Product/Service
12/4/2015 Billing/Collection Issues | Complaint Details Unavailable
12/3/2015 Billing/Collection Issues
12/1/2015 Billing/Collection Issues
11/25/2015 Problems with Product/Service
11/10/2015 Problems with Product/Service
10/31/2015 Billing/Collection Issues
9/30/2015 Billing/Collection Issues
9/30/2015 Problems with Product/Service
9/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I opened an account with Ferrellgas on March 12, 2015 for home gas usage. This is the first time having an account for gas service or with Ferrellgas. I set up services by phone and was told that to open the account I would need to pay a $100 deposit, which I paid by check. I have not received any billing statements or been contacted by Ferrellgas since March 12th. I have called both the local office and the 800 number at least twice in the last months to ask why I hadn't received any bills. I was told I was on a "will-call" billing service the first time, which I told them was incorrect. I should have been on a monthly usage billing service from what I understood, as I live in a neighborhood. I was told that would be corrected. After this contact, I still did not receive a bill nor was I contacted by Ferrellgas to let me know there were problems with my account.I called September 1st and was told I now have a balance of $65 for a account setup fee. I was never told there was a fee before this call. ******* in the Austin office told me they just charged that fee today because they noticed during my call that they hadn't charged it. I told her that was not OK, as I was never billed this fee on my first account summary which showed the $100 deposit and it has now been 6 months since I opened/set up the account. I refuse to pay a $65 account set-up fee that I was not notified of, on an account was not set up correctly in the first place and I haven't received a billing statement for.My larger problem is that I've made many attempts to find out what my account balance was and am unable to get answers from Ferrellgas. I was told today that they had a lot of "messed up" accounts that they haven't sent bills out to and that they're "working on it". It's been 6 months and I haven't received one bill or been contacted as to what was going on with my account? I was told today that the meter has NEVER been read! I don't trust that my account will be calculated correctly at this point.

Desired Settlement: I desire a credit for the $65 set-up fee. I've made numerous attempts to check on my account and do not feel that I should be back charged at this point 6 months later. I would prefer a full refund for charges that were incurred since I was not billed in a timely matter, I have no way of knowing my usage history, nor was I given any account information during the calls I made in efforts to handle my account as a responsible consumer.

Business Response:

 

September 15, 2015

Mr. **** ******

BBB of Greater KC

 

Subject:  ****** ****** – Complaint ID ********

Dear Mr.  ******:

I am writing in response to Ms. ******’ consumer complaint.  A review of her account indicates she is a fairly new customer, commencing services with us in March 2015; she is on a metered system and has chosen “will call” delivery service.

Ms. ******’ complaint is regarding a billing issue whereby she did not receive a statement for several months due to a technical issue.  Our Customer Service Manager, Ms. ******* *******, contacted Ms. ****** recently to apologize for and discuss the issue.  We have agreed to waive the $65 activation fee charged to Ms. ******’ account and Ms. ****** agreed to pay the $127.93 due on her account.  

We apologize for any inconvenience this billing error may have caused and believe that we have now come to a satisfactory resolution with our customer. 

Thank you for bringing Ms. ******’ concerns to our attention.  We appreciate her past patronage and look forward serving as her propane provider in the future. 

 

Sincerely,

 

***** *****

Paralegal

 

Cc:         ******* *********, Director of Operations

               ******* *******, Customer Service Manger

 

 

 

 

 

 

 

 

 

 

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Ms. ******* was helpful and quick to respond to the matter. I did agree to pay the full amount on the account as I am financially able to do so, unfortunately other customers who encountered this situation may not have that ability. I hope your company will take care of the error and consider the difficulty it has caused to many of your customers. I do want to correct you that I did not choos the will call status and I am not sure that thatbisnthe correct status for my account. If you would kindly look into that and see if it should be corrected. I told Ms. ******* that I will promptly pay the bill when I receive the statement, and she said I will be allowed to split the bill into two payments if needed. Thank you for your acknowledgement and apology. 

Regards,

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




















9/15/2015 Billing/Collection Issues
8/28/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
8/3/2015 Problems with Product/Service | Complaint Details Unavailable
7/14/2015 Problems with Product/Service
7/7/2015 Problems with Product/Service
5/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I switched propane providers, and Ferrellgas tells me they do not do refunds. It is not thier policy to issue refunds. I have a full tank of propane and want a refund for the amount paid. They started with a no refund at all, then it was $99.00 fee and 0.20 per gallon restock fee, now they said they will refund at going rate with a $75.00 service. They state all sales are final and it is on delivery ticket, but you only get the ticket after delivery. I do not feel I should be penalized at all. I had fill up in February which filled 2 tanks @ $533.32 I did use one tank but the 2nd tank was never opened and the tag was never removed from their delivery driver. I am willing to pay for the one tank at the price they charged and offered to pay half, $267.00 since the other tank is full, unopened and being returned. Product_Or_Service: propane

Desired Settlement: DesiredSettlementID: Other (requires explanation) I will pay $267.00 and they take their full tank and equipment back off of my property

Business Response:

May 6, 2015

 

Mr. **** ******

 

BBB of Greater KC

 

Subject:  ******* ***** ***** – Complaint Number ********

 

Dear Mr. ******:

 

The BBB complaint filed by ******* ***** ***** has been forwarded to the Legal Department for investigation and comment.  I have completed my investigation, talked with relevant field personnel and would like to offer the following response:

 

A review of Mr. *****’s account reveals he commenced services with us in August, 2009; he leased two 120 gallon propane containers; had chosen “will call” delivery service with net 30 payment terms. 

 

On February 25, 2015, Mr. ***** received a delivery of 202 gallons of fuel.   On April 30, 2015, an order was placed to have the two propane containers picked up.  On May 5, 2015, tank pick up was completed by our personnel.  Case notes from May 5 also indicate that at the time of pickup, one container was 80% full and the other was empty.  Customer was refunded based upon our company refund policy for the 96 gallons of fuel remaining in the tank.   

 

Thank you for bringing Mr. *****’s concerns to our attention.  Based upon the above, we believe this matter has been successfully resolved.

 

Sincerely,

 

***** *****

Paralegal

 

Cc:          **** ******, Dir. Of Operations

                **** ******, Manager – Customer Service

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:

The complaint should still be active. Ferrellgas did not honor what they told you. They did finally issue a refund for the unused propane they picked up, but only at pennies on the dollar. they added a $75.00 service charge and other bogus charges and no where does it show a credit for the check I sent them for $267.00 for the one tank of propane I used. They are a very dishonest business and did tell me on the telephone" refunds are not in their company policy" That was why I stopped payment on the check for $533.67. All of the bogus charges need to be removed and the account should show paid in full and closed.

Regards,

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





























Business Response:

May 27, 2015

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ******* ***** ***** – Complaint Number ********

 

Dear Mr. ******:

 

I am writing in response to Mr. *****’s rebuttal.  The refund credited back to Mr. ***** for the unused fuel pumped out of his tank was issued in accordance with our refund policy, which indicates that a refund is based on the lower of the price at which Mr. ***** purchased the propane or the market price for the propane at the time we take possession of it.  In this case, the refund price was $1.899/gallon.  Service fees associated with picking up the fuel tank that were charged to Mr. *****’s account were in accordance with the terms of our service policies outlined in our Customer Agreement. 

 

Our records indicate Mr. ***** stopped payment on check number 586 made payable to Ferrellgas in the amount of $533.65 on May 7, 2015.  We do show a check in the amount of $267.00 (check number 590) on Mr. *****’s account posted on May 11, 2015.    

 

In conclusion, we find that Mr. *****’s account is correct with an outstanding balance of $187.10.  Ferrellgas strives to provide exceptional customer service, and we appreciate Mr. *****’s feedback regarding his experience with our Company.    

 

Sincerely,

 

 

***** *****

Paralegal

 

Cc:         **** ******, Dir. Of Operations

              **** ******, Manager – Customer Service

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:

Why was I told by the local Ferrellgas rep "that refunds were not
in their company policy" if there actually is such a policy? and
secondly; with their added charges even with the "refund" is almost
the amount of the total bill. Ferrellgas is a very dishonest company
and I for one will never do business with them again. I will be
telling all my friends and neighbors how they do business.

Regards,

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





























5/27/2015 Problems with Product/Service
5/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Horrible costumer Service. Managers won't call back or respond. They won't even help resolve the issue and come to a middle ground when it wasn't my fault. They are making me pay for someones else's gas because they didn't read the meter one month. They threatened if I don't pay then they will report it and damage my credit. We have called multiple times to talk to the manager...no call back. My bill should be around $40 for two months for an empty house and I am having to pay over $200 for gas I didn't use...because they didn't read the meter the month before. I wasn't impressed with the company and I will make sure to never use them again.

Desired Settlement: reimbursed for the month I didn't use the gas. Average of what the last tenant used the months before and that taken off my bill.

Business Response:

 

 

May 18, 2015

 

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ******* ******* – Complaint ID ********

 

Dear Mr. ******:

 

I am in receipt of Ms. *******’s consumer complaint.  A review of her account reveals that she commenced service with us in May, 2013; she is on a metered system and has chosen “will call” delivery service with Net 30 terms. 

 

Ms. ******* disputed a balance on her account resulting from a missed meter read in February due to a dog in the yard at the property, and a failure to obtain a final meter read and to lock off the tank when a change of tenants occurred.  Ms. ******* is a landlord at this property and had called in on March 3, 2015 requesting that the meter be transferred into her name due to change of tenants but did not at that time request a final meter read or to have the tank locked off, so fuel continued to be consumed and consumption was calculated from the last meter read, which took place in January.   By not asking Ferrellgas to do a final read on the tenant’s meter and to lock off the system, fuel consumption continued.  On March 31, Ms. ******* phoned again to dispute the balance on her account.  She indicated at that time that the tenant should be responsible for the amount due as a result of the missed meter read and indicated she was unclear that until the meter has a final read and was locked off, fuel consumption (and subsequent charges) would continue.   We assured Ms. ******* that she would not be responsible for any past due balance on her tenant’s account but also explained that if we didn’t do a final meter read, she would be responsible for any usage from the last read. 

 

After our Customer Service Specialist spoke with Ms. *******, it was agreed that we would issue a credit to Ms. ******* in the amount of $100 due to the miscommunication between parties regarding a final read on the meter. 

 

Thank you for bringing Ms. ******* concerns to our attention.

 

Sincerely,

 

***** *****

Paralegal

 

Cc:         **** *******, Director of Operations

              ****** ******, Customer Service Manager

 

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

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




















5/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Switched to different propane provider because of poor service and rude customer service reps. New provider moved the empty Ferrell propane tank to front of my yard and I called Ferrell to come pick it up. That was April 2, 2015. I have called them repeatedly since and have been told they would schedule a pick up and one customer service person tried to tell me it took special training to pick up an empty tank and the Sioux Falls people may not have that training. Spoke to main office (Texas)who tried to blame SD weather. Its been above 55 all month. I asked for specific date for pick up and was finally told they would pick it up May 1. The tank is still in my front yard, now with tall grass growing around it because I can't mow the spot. I have an eyesore in my front yard and Ferrell has no incentive to come get it.

Desired Settlement: DesiredSettlementID: Other (requires explanation) pick up the tank ASAP

5/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Since ****** *** sold to this company (Ferrell) we have had NOTHING but problems with them! The customer service is horrible! They are rude & ignorant when calling, extremely unhelpful, and are downright liars! We've had billing disputes with them, we've overpaid for service and never gotten our credits back, we've had several no-shows when they were to be here for service dates, they changed their policies and never notified anyone (their response to this from customer service was: "we are notifying people whenever they call in for service"), they shut our service off because we weren't home when they came to fill our tank (on the 3rd appointment following a no-show and a cancellation by them) and it resulted in our furnace having problems because it was during extreme cold temperatures, they've lied about our conversations and offering us 'credits' which they never did, they accused me of 'verbally attacking' their reps (to my husband) when I never did, and have charged us for more than what we ordered/needed. We've checked the meters on the tanks the day they came and what they charged us to what we needed was so far off there was no way it was accurate! Overall, I cannot wait to move and NOT have Ferrell Gas ever again! I can't tell people enough to avoid this company if all possible! If I wasn't stuck in a rental property, I would've switched from them on day 1! (Because we had to call in several times to even get service set up!) I don't know where they learned customer service skills from, but they are absolutely HORRIBLE!!!

Desired Settlement: There is no way, under their 'new policy' that we can afford over $500 to possibly $600 in tank fills when we have been paying $200-$300 (I believe $400 at absolute most and that would've been a random incident) for over the last 18 months. I would like for them to honor their previous policy of allowing us to call in for service when our tanks are at 30-35% each like we had been, and also to offer us some sort of credit for all the problems we've had, and the fact that I was called a liar!

Business Response:

 

 

April 15, 2015

  

Mr. **** ******

BBB of Greater KC

 

Subject:  ********* ****** – Complaint ID: ********

 

Dear Mr. ******:

 

I am writing in response to Ms. ******’s consumer complaint.  A review of her account reveals she commenced services with us in December 2013; she leases two (2) 120-gallon above ground propane tanks; has chosen “will call” delivery service with Pay-in-Advance payment terms.

 

If a customer has chosen “will call” delivery service, we will only deliver propane when our customer calls to request a delivery.  We recommend that ‘will call’ customers call and order fuel when their tank’s gauge reads thirty percent (30%) capacity.  This allows ample time for the delivery to be placed on a route, thus eliminating out of gas situations, or customers incurring emergency delivery fees.

 

If a customer has chosen Pay-in-Advance payment terms, payment must be secured prior to generating an order.  On January 16, 2015 Ms. ****** left a message indicating she needed a delivery.  Our Customer Service Specialist returned the call leaving Ms. ****** a message with the phone number she should call to place her fuel order, as well as our hours of operation. 

 

Ms. ****** returned the call stating she wanted to check on the credit appearing on her Ferrellgas account.  We advised Ms. ****** that she had an overpayment from her November 2014 delivery in the amount of $56.87; there was also a 10 gallon credit issued November 11, 2014 in the amount of $25.79, for a total credit in the amount of $82.66.    Ms. ****** feels her credits should total $100; however, this does not agree our calculations.

 

Ms. ****** was also informed of our minimum delivery requirement, which is a full fill for tanks less than 500 gallons.  If a customer wishes to purchase less than the minimum number of gallons for a delivery, they may do so; however, minimum delivery fees would apply. 

 

Ms. ****** submitted payment for her requested delivery on January 31 and the order was generated.  Ms. ******’s propane tank was at 5% capacity, and since it was quite low, she agreed to a next day delivery fee.  Ms. ******’s delivery was completed the next business day, Monday February 2, 2015.  The tank was out of gas when our driver arrived, and per safety protocol, the tank was red-tagged, as no one was home to allow our driver access to light the pilot lights. 

 

In conclusion, we find that Ms. ******’s account is correct, and all warranted adjustments/credits have been applied.  Ferrellgas strives to provide exceptional customer service, and we appreciate Ms. ******’s feedback regarding her experience with our Company.   Thank you for bringing Ms. ******’s concerns to our attention.  Please call if you have questions.

 

 

 

Sincerely,

 

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

Paralegal

4/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted Ferrell to schedule payment for delivery as propane levels were below 10%, along with balance on the account & spoke to **** on Tuesday March 31. There was an issue with prior payment due to banking error of insufficient funds. **** took payment & advised delivery would be made within week. I asked if they take into consideration levels were low and she said it would be up to dispatch. **** then called me 24 hours later on April 1st at 5pm to advise they couldn't keep their word of delivery as payment had to clear due to prior banking error. At that time of day, I could not resolve any issue & spoke to supervisor ****** who stated they couldn't do anything but I could call collections myself & resolve issue. I asked why they couldn't resolve issue internally but she just said there was nothing to be done. I requested to cancel service & needed to know what next available date was to remove tanks from property & wanted refund for delivery of propane only, I was obviously paying the balance. She called me back the following morning & said she scheduled removal of tanks Friday April 3rd. I'm unsure why she scheduled appointment, when all I requested was an approximate date so I could coordinate with the new provider as far as scheduling. I asked to speak to supervisor as I was frustrated with their incompetence to meet the delivery promise as well as taking upon themselves to do what they wanted, as opposed to what I asked. April 2, I checked my bank account only to find there were 2 charges from Ferrell. I contacted company again, spoke to ***** who was rude as she stated there was nothing to be done as payment was already posted & I would need to wait 2-3 weeks for refund & proceeded to make a comment that I had already spoken to several supervisors. I spoke to ****** again, who looked into the issue. She later called to advise collection took one payment & **** took the other without knowledge. ****** said I would just have to wait for the check to clear before they can issue refund

Desired Settlement: I would like a timely refund for propane and balance as there were two payments made for the balance and since i cancelled my service the propane should not be paid. I understand the misunderstanding however I should not have to wait at least a month for a refund.

Business Response:

April 7, 2015

 

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ****** ******* – Complaint ID ********

 

Dear Mr. ******:

 

I am writing in response to Ms. *******'s consumer complaint.  A review of Ms. *******'s account reveals she commenced services with us in April 2012; she leases two (2) 124-gallon above ground propane containers; has chosen ‘will call’ delivery service with Pay-in-Advance payment terms.

 

If a customer has chosen “will call” delivery service, we will only deliver propane when our customer calls and requests a delivery.  “Will call” customers should call when the tank’s gauge reads thirty percent (30%) capacity.

 

If a customer has chosen ‘Pay-in-Advance” payment terms, no propane or rented equipment will be delivered unless payment in full has been received prior to delivery.  In early March 2015, Ms. ******* made a $356.96 payment to Ferrellgas.  On March 19, 2015 the payment was returned “Insufficient Funds.” 

 

On March 31, 2015 Ms. ******* called and requested a 100 gallon delivery.  She was advised that the NSF amount outstanding on her account would need to be satisfied, as well as the charges associated with the requested delivery.  If a customer has an NSF check on their account, and payment to remedy the NSF check is also in the form of a personal check, the customer is required to wait 10 business days to ensure the check has cleared, prior to releasing the delivery order.   If a customer pays with a cashier’s check, money order or cash, there is no waiting period required. 

 

Ms. ******* was erroneously charged twice on April 1, 2015 for the NSF check, for which we apologize.   Ms. ******* has switched to another propane supplier, and our two leased propane tanks are awaiting pick up, when weather and ground conditions are favorable.   

 

We will process Ms. *******'s refund as soon as we have verified funds have cleared from her recent payment.  We do not anticipate her refund taking a month to process.  Thank you for bringing Ms. *******'s concerns to our attention.  Please call if you have questions.

 

Sincerely,

 

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

Paralegal

4/22/2015 Billing/Collection Issues
4/18/2015 Problems with Product/Service | Complaint Details Unavailable
4/17/2015 Problems with Product/Service | Complaint Details Unavailable
4/17/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Paid in full, 15 days ago, no delivery. I paid in full almost $500 for gas delivery over 2 weeks ago, 15 days now in actuality. I have called 5 times and get the run around each time. I ask for a manager each time and they are quote, "not in the office", and never call me back. Their "policy" is 7 to 10 days. We have -9 and -17 degree forecasts coming this week, and 4 children who are going to freeze because of this. I not only havent gotten a delivery, Im not even on their route list. I have had to purchase 3 electric heaters, which are dangerous when used in this manner, not to mention the power bill and the price of the heaters.

Desired Settlement: I should recieve this shipment for free, with an emergency delivery, a complete refund, and compensation for the heaters.

Business Response:

March 31, 2015

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ***** ***** ******

                   Complaint ID: ********

 

Dear Mr. ******:

 

I am writing in response to Mr. ******’s consumer complaint. 

 

The account which is the subject of this consumer complaint is listed under the name “***** *****”.  ***** ***** ****** is not the account holder, nor is ***** listed as a contact on the account.   Therefore, the information I am able to provide in response to this complaint is limited.

 

Customers who have chosen “will call” delivery service should order fuel when their tank’s gauge reaches thirty percent capacity (30%).  This allows ample time for the delivery to be placed on a route, and will eliminate out of gas situations, or customers incurring emergency delivery fees. 

 

 Mr. ******’s complaint is regarding an untimely fuel delivery.  In reviewing our records, it is noted that inclement weather and snowy road conditions caused many delivery delays during the time period referenced.  

 

We apologize for the delay Mr. ****** experienced; however, we must make prudent judgment calls regarding the risks involved in sending our personnel out on the road when weather conditions are less than favorable.  Our Customer Agreement for Propane Safety and Equipment Rental states the following in regards to this subject:  “We may refuse to provide service if we believe we cannot safely make delivery due to conditions on or approaching your property, including unsafe road conditions…” 

 

Thank you for bringing Mr. ******’s concerns to our attention.  

 

Sincerely,

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

Paralegal

 

 

 

 

 

 

 

4/17/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My mom placed an order for heating oil on on February 10. She was scheduled for delivery on February 23. Never showed up. Scheduled for delivery again in February 25. Never showed up again. My mom called later that day, they told her that she needed to be patient that they would be there. She still has no heating oil today. Last check she was down to 3% left. My mom is 78 years old and shouldn't have to go without heat because of their mess up. It's not only her, I've talked quite a few people who have had trouble getting their heating oil.

Desired Settlement: Would like to have her oil tank filled today. And a little bit more polite customer service.

Consumer Response: My mom's address is the one I have listed under my name.  I used my name because I was doing it on her behalf.  Her name is ******  *****. Her phone number is ###-###-####

Business Response:

 April 2, 2015

 

 

 

Mr. **** ******
BBB of Greater KC

 

Subject:  ****** ***** – Complaint ID ********

 

Dear Mr. ******:

 

I am writing in response to the consumer complaint filed by Mr. ***** *****, on behalf of his mother, ****** *****. 

 

A review of Ms. *****’s account reveals she commenced services with us in October 1999, she leases a 325-gallon above ground propane tank, has chosen “keep full” delivery service with net 30 payment terms.  As a ‘keep full’ customer, Ms. ***** should not have to contact us when a delivery is needed.  We are to monitor her fuel usage and make deliveries when we believe a delivery is appropriate. 

 

It is noted that inclement weather and high demand for fuel deliveries caused many delays in the area during the time period referenced.  Ms. *****’s delivery was attempted several times, but was not completed due to unfavorable road conditions.  The delivery was made on February 26, 2015 at 10:13 a.m.   When our driver arrived, it is noted that the tank was low on fuel, but was not out of gas. 

 

We apologize for the delay that Ms. ***** experienced, however, we must make prudent judgment calls regarding the risks involved in sending our personnel out on the road when weather conditions are less than favorable.  Our Customer Agreement for Propane Safety and Equipment Rental states the following in regards to this subject:  “We may refuse to provide service if we believe we cannot safely make delivery due to conditions on or approaching your property, including unsafe road conditions…” 

 

We appreciate Ms. *****’s many years of patronage.  Thank you for bringing her concerns to our attention. 

 

Sincerely,

 

 

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

Paralegal

 

4/16/2015 Delivery Issues | Complaint Details Unavailable
4/16/2015 Problems with Product/Service
4/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Thursday while having a barbeque I ran out of propane. I ran to my local ***** store and purchased a blue rhino refill bottle and returned home. I removed the blue cap and after installing the new tank found it to be empty. I then had to drive back to the store and get a second tank. All of this using my own gas and while my guests waited. The second tank I recieved was old and when I got it home I had to force the rusted valve open. I also noticed that the rusty tank had just been painted over. I emailed blue rhino and never got a response. Poor customer service!

Desired Settlement: I use these tanks for my rv and home gas grill. I am asking for a complimentary spare tank to keep at my house and to take with the rv to avoid any further incidents such as this.

Business Response:

March 25, 2015

 

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ******* ****** – Complaint # ********

 

Dear Mr. ******:

 

I am writing in response to Mr. ******’ consumer complaint related to his recent Blue Rhino cylinder purchase.  We are sorry to hear that his grill bottle exchange at the local ***** store was less than satisfactory.

 

Our Blue Rhino Customer Care team will be contacting Mr. ****** to discuss his concerns.   Mr. ****** may also contact Blue Rhino directly at ###-###-####.   Thank you for bringing his concerns to our attention. 

 

Sincerely,

 

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

Paralegal

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:

I just received an email from the BBB assuming this complaint was resolved. I want to assure you that it was not. I have been told that people were out of town and basically blown off since submitting the complaint. I last spoke to a female who advised her boss was out of town but could send me a coupon for a refill. I let her know that this as unacceptable and not the outcome I desired. It is obvious this company is just trying to blow me off. 

I still have the rusty tank and am only still asking for a spare tank in the event I receive another empty tank during a refill. 


Regards,

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





























Business Response:

April 14, 2015

  

Mr. **** ******

BBB of Greater KC

 

Subject:  ******* ****** – Complaint # ********

 

Dear Mr. ******:

 

I am writing in response to Mr. ******’ recent communication to the BBB. Mr. ******’ original complaint indicates that his proposed resolution is to receive a complimentary spare grill bottle, due to an unsatisfactory grill bottle exchange that occurred at a local retailer.

 

Our Blue Rhino customer care team offered Mr. ****** a coupon for a free refill for his grill bottle; which represents full reimbursement for his unsatisfactory tank exchange purchase in the amount of $19.99.   

 

Thank you for bringing Mr. ******’ concerns to our attention.  We find this resolution to be fair and equitable. 

 

Sincerely,

 

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

Paralegal

v

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:



Regards,

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





























4/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: WAS ON BUDGET BILLING FOUND OUT GAS COST MORE. BOUGHT TANK AND NOW KEEP BILLING FOR THE TANK THAT HAS BEEN PAID BACK IN DECEMBER. WILL NOT STOP BILLING AND KEEP TAKING OUT MORE PAYMENTS EACH MONTH. THE AGREEMENT WAS TO BUY TANK AND 1 TANK OF GAS WHICH HE DID. KEEPING BILLING. CALLED NUMEROUS TIME TO GET IT RESOLVED AND THEY SAY IT IS FIXED AND THE NEXT MONTH GETS ANOTHER BILL! CAN NOT GET THEM TO STOP BILLING AND TAKING OUT MORE MONEY!

Desired Settlement: WANT THE ISSUE RESOLVE!EVERYTHING IS PAID AND WANT THE BILL TO REFLECT THAT EVERYTHING IS PAID.

Business Response:

 

 

April 8, 2015

 

  

Mr. **** ******

BBB of Greater KC

 

Subject:  **** ****** – Complaint ID ********

 

Dear Mr. ******:

 

A review of Mr. ******’s account reveals he commenced services with us in August 2005; he recently purchased a 500-gallon propane container from us; has chosen “will call” delivery service as well as inclusion in our Budget Billing Program. 

 

Mr. ******’s Budget Billing monthly payment amount is set at $25.00.  His Budget Bill account was recalculated on February 27, 2015.  Mr. ******’s account currently has a credit balance in the amount of ($50.00). 

 

The Budget Billing program is designed to spread the customer’s annual heating costs over a set period – 9 or 12 months.  The Budget Billing option gives customers peace of mind knowing exactly what their payment will be throughout the year.  Monthly payments are subject to change, however, due to fuel usage and pricing fluctuations.  Payments are reviewed twice per year (semi-annually and annually) and are adjusted accordingly.   

 

Thank you for bringing Mr. ******’s concerns to our attention. 

 

Sincerely,

 

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

Paralegal

 

 

 

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:

the issue is that he is still being billed for the 500 gallon tank and it has been paid in full!

His 3/31/2015 bill was showing 343.73 + 25.00 = 343.73 as the amount owed!  This is on bill/account number ********

They are adding his 25.00 budget billing amount to the bill that was paid for the tank and gas back in November/December of last year.  The bill keeps going up and it should show a negative amount or credit of 50 dollars now. 

Regards,

**** ******



Business Response:

April 9, 2015

  

Mr. **** ******

BBB of Greater KC

 

Subject:  ****  ****** – Complaint ID ********

 

Dear Mr. ******:

 

I am writing in response to Mr. ******’s rebuttal.  The Budget Billing Program bills customers the same amount each billing period based upon the customer’s estimated annual fuel usage.   The Budget Bill monthly payment amount only reflects LP gas purchases and annual tank rental fees.  All other non-gas related items, such as the propane container Mr. ****** purchased, are not part of the Budget Bill payment amount. 

 

Mr. ****** has carried a credit balance on his account since approximately 2009. The credit on his account satisfied the tank sale amount.  Currently, his account balance reflects a $50.00 credit, which agrees with his calculations, based upon the comments made on his rebuttal.

 

I have been informed that Mr. ****** requested to be removed from our Budget Billing program effective today, April 9th. Therefore, in the future, Mr. ****** will be billed on net 30 terms for his purchases. 

 

I am hopeful this information clears up any confusion Mr. ****** may have regarding his Ferrellgas account.  We appreciate his many years of patronage.  Thank you for bringing Mr. ******’s concerns to our attention.

 

Sincerely,

 

 

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

Paralegal

 

 

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

**** ******

4/11/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11/21/14 we had Ferrell Gas deliver a propane tank. The delivery person drug the propane tank across our deck and scraped the finishing off a section of the deck. I initially contacted Ferrell Gas on 11/24/14 and, per their request, provided a photo of the damage. When I hadn't heard back I called on 12/23 and was told by their employee ********* that they were still checking with their Operating Manager. I then placed another call on 1/21/15 and talked to their employee ****** who said the would "send it over again". I informed her that I would not pay my bill until someone contact me, as the cost of the propane was about the cost it would take us to repair our deck. To date, I still have not received any correspondence from them, except my billing statements, much to our frustrations.

Desired Settlement: I would like them to come out to review the damage, as they said they would do on my initial phone call, and for them to reimburse us for the cost it will take to repair the damage done by their delivery person.

Business Response:

March 27, 2015

 

 

 

Mr. **** ******

BBB of Greater KC

Subject:  ***** ***** – Complaint ID ********

 

Dear Mr. ******:

 

I am writing in response to Ms. *****’ consumer complaint, regarding alleged property damage that occurred when Ferrellgas installed a 100 lb. cylinder at her residence in November 2014.

 

Ms. *****’ claim is being handled by our Risk Management Department.  The Claims Adjuster assigned to this matter is Ms. ***** ******.  Ms. ****** may be reached at ###-###-####.  Please refer to claim no: ************. 

 

Thank you.

 

Sincerely,

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

Paralegal

 

Cc:          ***** ***, Manager – Customer Service

                ***** ******, Director of Operations

                ***** ******, Claims Adjuster

 

4/11/2015 Billing/Collection Issues | Complaint Details Unavailable
4/10/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Paid for propane 14 days ago no gas yet. Now we are out with record cold coming tomorrow! Do not do bussines with ferrellgas....

Desired Settlement: DesiredSettlementID: Not applicable Get my gas so we will have heat? Will be changing suppliers asap!!!

Business Response:

March 25, 2015

 

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ***** ****** – Complaint # ********

 

Dear Mr. ******:

 

I am writing in response to Mr. ******’ consumer complaint.

 

Mr. ******’ complaint is regarding an untimely fuel delivery.  In reviewing our records, it is noted that inclement weather and high fuel demand caused many delivery delays during the time period referenced.  

 

Currently, Mr. ****** leases a 250-gallon propane tank.  We are in the process of upsizing his container to a 500-gallon tank, which will allow additional gas storage in the future. 

 

Thank you for bringing Mr. ******’ concerns to our attention.  We appreciate his patronage. 

 

Sincerely,

 

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

Paralegal

 

Cc:          *** ******, Director of Operations

 

 

4/10/2015 Billing/Collection Issues | Complaint Details Unavailable
4/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I notified Ferrellgas over 20 days ago that I no longer wanted their service and that they needed to pick up there propane tank at my address.They have said per phone conversations that they would pick the tank up immediately. I have called customer service 7 times concerning this issue, since no one ever came to get tank. Now they are stating they have no idea when they can pick it up. I have had to hire another individual to disconnect and move empty tank to another place on my lot since ******** *** said they needed if out of the way to run gas line and set meter. Product_Or_Service: propane service Account_Number: ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want Ferrellgas to pick up their tank immediately and reimburse me $100 for my time, trouble, and expense.

Business Response:

March 25, 2015

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ***** ***** – complaint # ********

 

Dear Mr. ******:

 

A review of Mr. *****’ account reveals he first contacted us on February 20, 2015 to advise he was switching to natural gas, and requested that our leased propane tank be picked up.  The tank pick up was completed on March 13, 2015 at no cost to our customer.

 

Thank you for bringing Mr. *****’ concerns to our attention.  We appreciate his past patronage and wish him well.

 

Sincerely,

 

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

Paralegal

 

4/8/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I called and paid $412 in advance for propane, I called them on Thursday 02/19/2015 they told me that it would be delivered between 5 to 7 business days. There isn't a local office to call so I have to call the 800 number ###-###-####. The propane ran out on Friday 2/20/2015 and I called them again and they told me that if they came out on the weekend it would cost another $250 on top of the $412 I already paid. I would like to warn others about this, I feel they company should change their policies to accommodate some sort of emergency efforts in a case like mine. I told them I had 7 % left when I called.

Desired Settlement: I would like to have the propane delivered as soon as possible as I have two small children.

Business Response:

March 23, 2015

 

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ********* **** – Complaint ID ********

 

Dear Mr. ******:

 

I am writing in response to Ms. ****’s consumer complaint.  A review of Ms. ****’s account reveals she commenced services with Ferrellgas in November 2013.  She leases a 500-gallon propane tank and has chosen “will call” delivery service, with Pay-in-Advance payment terms.

 

If a customer has chosen “will call” delivery service, we will not deliver propane until our customer calls and requests a delivery.   The Ferrellgas Customer Agreement states that “will call” customers should call not less than five (5) business days prior to the date they anticipate needing propane.  If a customer should call with less than five (5) business days’ notice, we may not be able to meet their schedule.  We may also impose additional delivery charges (as set forth on the Current Charges List), and customers may incur additional costs associated with retesting their System.  We suggest that ‘will call’ customers call us when their tank reaches thirty percent (30%) capacity. 

 

If a customer has chosen “Pay-in-Advance” payment terms, payment must be secured prior to generating a fuel order.  On February 19, 2015, Ms. **** ordered and submitted payment for 200 gallons of fuel.  She indicated the tank was at 7% capacity when the order was placed.  The fuel delivery was completed on February 24, 2015 which was three (3) business days following receipt of her order.    

 

In the future, we would recommend that Ms. **** monitor her fuel usage and contact us when the tank reaches thirty percent (30%) capacity.  This will allow ample time for the delivery to be placed on a route and will eliminate out of gas situations and/or incurring emergency delivery fees. 

 

Thank you for bringing Ms. ****’s concerns to our attention.  Please call if you have questions.

 

Sincerely,

 

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

Paralegal

 

 

 

 

 

 

4/7/2015 Problems with Product/Service | Complaint Details Unavailable
4/7/2015 Delivery Issues | Complaint Details Unavailable
4/7/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On Feb.2,2015 my wife called and ordered propane and reported we were at 30%, like we are suppose to on will call. On Feb.11,2015 my wife again to see when the propane would be delivered, and was told they guaranteed the delivery within a 10 day window. As of Feb.17,2015 we still have not received our propane, with snow on the ground and temperatures at or below zero will be out of propane by Wednesday evening Feb.17,2015. Ferrell's response, you can't get a straight answer out of anyone. I went to the local office where the trucks that deliver gas come out of, there were two trucks on the the lot on Monday Feb.16 just sitting there. I talked to one of the drivers he said, they only had to two drivers, because one had quit, the other driver was filling tanks for forklifts, and that he was going home for the day at noon. Now here it is Tues. Feb.17 I called the 800 number and get Ky. office where the tickets are generated out of, and I'm being told there is no delivery scheduled for today and no ticket has been generated for delivery. WHAT KIND OF BUSINESS ARE YOU RUNNING HERE TO MAKE CUSTOMERS BEG FOR PROPANE IN SUB-ZERO WEATHER!!!!!!!!!

Desired Settlement: I would like a delivery of propane today! I would also like to see Ferrellgas fined for doing this to their customers in the winter when the temperatures are at or below zero.

Business Response:

 

March 20, 2015

 

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ****** ** *********

               Complaint ID: ********

 

Dear Mr. ******:

 

Mr. *********’s complaint is regarding an untimely fuel delivery from February 2015.  In reviewing our records, it is noted that inclement weather and snowy road conditions caused many delivery delays during the time period referenced.  

 

We apologize for the delay that Mr. ********* experienced, however, we must make prudent judgment calls regarding the risks involved in sending our personnel out on the road when weather conditions are less than favorable.  Our Customer Agreement for Propane Safety and Equipment Rental states the following in regards to this subject:  “We may refuse to provide service if we believe we cannot safely make delivery due to conditions on or approaching your property, including unsafe road conditions…” 

 

Thank you for bringing Mr. *********’s concerns to our attention. 

 

Sincerely,

 

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

Paralegal

 

 

 

 

 

 

4/7/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I requested on online delvery of propane for residence on 2/11/2015. On 2/16 I called to check the status or the delvery and was promised that I could have a same day emergency delivery that day only to be called half and hour later and told that it could not be delivered. I then called today on 2/17 and was told that I could expect by delivery by 2/22. When I placed my order online I was promised 5 business days which would have be today with no delivery and just to be told that I will be waiting 3 more business days. All of this after being promised a same day delivery that fell through. Product_Or_Service: Propane Order_Number: ******

Desired Settlement: DesiredSettlementID: Replacement I would lke a refund for the rental of my tank, and no further charges except for that of the propane and a written aplogoy from the company.

Business Response:

March 23, 2015

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ***** ******* – Complaint ID *********

 

Dear Mr.  ******:

 

I am writing in response to Mr. *******’s consumer complaint.  A review of his account indicates he is a fairly new customer, commencing services with us in January 2014; he leases a 120-gallon propane tank utilized for a fireplace (secondary heat) and has chosen “will call” delivery service.

 

If a customer has chosen “will call” delivery service, we will not deliver propane until our customer calls and requests a delivery.  “Will call” customers should call not less than five (5) business days prior to the date they anticipate needing propane.  If a customer should call with less than five (5) business days’ notice, we may not be able to meet their schedule.  We suggest ‘will call’ customers call us when their tank reaches thirty percent (30%) capacity. 

 

Mr. *******’s complaint is regarding an untimely fuel delivery.  In reviewing our records, it is noted that inclement weather and snowy road conditions caused many delivery delays during the time period referenced.    We contacted Mr. ******* 3 days after the initial order was placed to let him know we would not be out.   Later that night, Mr. ******* contacted us after hours and agreed to an emergency delivery fee; however, our after-hours Customer Service Representative should have informed Mr. ******* that we were not accepting after-hours delivery calls due to poor road conditions.   The order was cancelled and our customer was notified the next day.

 

We apologize for the delay that Mr. ******* experienced, however, we must make prudent judgment calls regarding the risks involved in sending our personnel out on the road when weather conditions are less than favorable.  Our Customer Agreement for Propane Safety and Equipment Rental states the following in regards to this subject:  “We may refuse to provide service if we believe we cannot safely make delivery due to conditions on or approaching your property, including unsafe road conditions…” 

 

As resolution, we agree to credit Mr. *******’s tank rental for this year in the amount of $50.00, as he requested as a proposed resolution.  We will also reduce Mr. *******’s tank rental fees next year to $39.00. 

 

Thank you for bringing Mr.  *******’s concerns to our attention.  We believe he will be pleased with our resolution.

 

Sincerely,

 

**** **  **********

Paralegal

 

Cc:          *** ******, Manager – Customer Service

4/6/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We have propane heat in which we use Ferrell Gas as our provider. We have lived in our mobile home for 2 years so we are aware of the process that comes with ordering propane. We have been told by Ferrell Gas that we should always call when we are at 30% on our tanks to ensure they can get delivery to us in time. Well THREE weeks ago I placed an order on Friday, was told it would be 7-10 business days for delivery which was fine because we were only at 28%. Ferrell Gas called and informed us they could not deliver due to the conditions in the mobile home park we live in, we contacted our landlord and she had someone put down ANTI SKID. The road in which we live on is a dirt road so it's unable to be salted and plowed. Both my landlord and I spoke to Ferrell Gas about resetting up a delivery. They told us it would be another 2-3 business days which it was three weeks after we originally called and was a Thursday now. So they wouldn't be out until sometime into the next week. We have a 1 year old child and our tanks were now at 5%. We spoke to a manager who is incredibly rude about everything. She decided to send out a truck today 3/7 -- ANTI SKID is on the road, and they made a delivery in the same park but WILL not deliver to our home again due to conditions. There are issues with FG & our landlord from a previous issue of a FG employee falling in a hole and breaking a water main. This has nothing to do with us and we are being punished for it! We have no where to go and soon to have NO HEAT in winter with our child in our home. They REFUSE to come back out and deliver and said that when we call on Monday we will owe them a $75 fee for having to get put back on route. We have paid them in FULL $400+ dollars for propane. We feel as though we are being punished due to the issues with our landlord and now are stuck in UNSAFE conditions with our toddler! They will not try to resolve the issue and come back out even though our landlord has ENSURED a way for them to deliver SAFELY!

Desired Settlement: We will have to continue to have FG as we live in this mobile home as that is who our tanks are through and we need their services. The disrespect and fact that we are left now without heat is absolutely ridiculous. The issue between FG and our Landlord needs to be just that! An issue between them! We do not want any sort of monetary settlement but to know that when we call we will not be treated with such disrespect as we've had today! We need the propane to be delivered without these issues!

Business Response:

March 30, 2015

 

 

Mr. **** ******

BBB of Greater KC

Subject:  ***** ***** – Complaint ID: ********

 

Dear Mr. ******:

 

I am writing in response to Mr. *****’ consumer complaint.  A review of his account reveals he commenced services with us in October 2013; he leases two (2) 120-gallon containers, has chosen “will call” delivery service, with Pay-in-Advance payment terms.

 

Mr. *****’ complaint is regarding an untimely fuel delivery.  In reviewing our records, it is noted that inclement weather and ice covered road conditions caused many delivery delays during the time period referenced.    Mr. *****’ fuel delivery was completed on March 20, 2015. 

 

We apologize for the delay that Mr. ***** experienced, however, we must make prudent judgment calls regarding the risks involved in sending our personnel out on the road when weather conditions are less than favorable.  Our Customer Agreement for Propane Safety and Equipment Rental states the following in regards to this subject:  “We may refuse to provide service if we believe we cannot safely make delivery due to conditions on or approaching your property, including unsafe road conditions…” 

 

Our trucks attempted the delivery to Mr. *****’ residence on more than one occasion, however,  due to icy conditions, the delivery was delayed.   Thank you for bringing Mr. *****’ concerns to our attention. 

 

Sincerely,

  

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

Paralegal

 

 

 

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10518966, and find that this resolution is satisfactory to me. 

Regards,

Jesse Boles




















4/4/2015 Delivery Issues | Complaint Details Unavailable
4/2/2015 Problems with Product/Service
4/2/2015 Problems with Product/Service | Complaint Details Unavailable
4/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted Ferrellgas on 12/17/14 to close out my account because I had sold the mobile home and had closed on it that day. I requested for the tanks to be removed from the residence and told them that the new owners would be making their own arrangements for heat because it had not been part of the closing agreement that they would be transferring the two tanks into their name. I was told that an automatic delivery (which I was unaware of and had not received a bill) was made on 12/9/14 and that my account would be credited because the tanks were only recently filled. I contacted Ferrellgas next on 1/21/15 because I had not received an adjusted bill and at that time was told that the tanks had not been picked up yet. I was not provided with an explanation as to why they were not picked up and how my bill would be adjusted accordingly. I asked to speak with a supervisor and was told that an email will be sent to her and she would contact me to disuss my bill. I was not contacted by a supervisor and called again on 1/28/15 and was told that the tanks had been picked up but was unable to get questions answered about how my bill could be adjusted when it took them over one month to pick up the tanks. I again requested to speak to a supervisor and was told she is in a meeting n an email will be sent to her to contact me. I called again on 2/6 because I did not receive a call from the supervisor and had received a bill with no adjustments or credits made to my account. I was told that the tanks were still at the residence and that they had let the new owners transfer them into their name. I asked about a bill adjustment and was told that it can take 6-8 weeks for tanks to be picked up and was not offered any adjustment to my bill. I told them this was the first time I was made aware of that and again requested to speak with a supervisor. I was again told she was unavailable and that an email would be sent to her to contact me. I called again on 2/12 and 2/16 and asked to speak with a supervisor.

Desired Settlement: I am requesting to only be held responsible for paying for the fuel used from 12/9/14 to 12/17/14-- even though I was unaware of the delivery. However, because of the delay in the pickup of the tanks wonder how it is even possible for them to calculate this amount. I believe that they should absorb the cost of my bill because it is their error and I have been told several different things by their service representatives. Also, I have not received a call from the supervisor after several reques.

Business Response:

March 18, 2015

 

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ******* ******* – Complaint ID ********

 

Dear Mr. ******:

 

Our Three Bridges, New Jersey Customer Service Manager contacted Ms. ******* on February 17, 2015 to discuss her account.    It was agreed that a credit would be issued on her account in the amount of $251.05; which left Ms. ******* with a $27.00 balance, which she paid promptly. 

 

Ms. *******’s account has been closed, and she has a zero balance; therefore, we believe this matter has been successfully resolved.   Thank you for bringing Ms. *******’s concerns to our attention.

 

Sincerely,

 

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

Paralegal

4/2/2015 Billing/Collection Issues | Complaint Details Unavailable
3/31/2015 Problems with Product/Service | Complaint Details Unavailable
3/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had ferrellgas for a little over a year. I have had a problem getting my gas delivered both winters. Last year and this one. They left me without propane for 3 1/2 weeks or a little longer last year. This year is the same way. I placed my order and payed last Monday. 1/5/15. They said five to seven business days. On the eighth business day I called and wasn't even scheduled for a delivery. They told me to call back the next day. After I got off the phone with the ********** office I called a 800 number of theirs. It went to a ** office. She told me I was scheduled for a delivery the next day. The next day I called and was told the samething. It would be the next day. I asked to speak to the manager and they told me she had no contact number. They said they would have her call me. She never did so I called back later then they transferred me to her. I explained to her the situation and she said she was sorry but didn't know what to tell me. I called Friday morning was told the samething. Eventually she called back and said it will be here on sat. Which is the next day. Same as I was told before. I have spent around 200 dollars filling my personal tanks to keep my family warm. I have been out of propane for 7 days now. I do have all of my receipts from filling my tanks.

Desired Settlement: I would like to be reimbursed for my tanks I have had to have filled on my own. If I was going to fill them myself then I wouldn't need their 300 gallon tank

Business Response:

February 10, 2015

  

Mr. **** ******

BBB of Greater KC

Subject:  ****** ***** – Complaint ID: ********

 

Dear Mr. ******:

 

I am writing in response to Mr. *****’s consumer complaint, regarding an untimely fuel delivery.

A review of Mr. *****’s Ferrellgas account reveals he commenced services with us in October 2013; he leases a 330-gallon above ground propane tank, and has chosen “will call” delivery service, with Pay-in-Advance Payment terms. 

 

If a customer has chosen “will call” delivery service, we will not deliver until our customer calls and requests a delivery.  We suggest that “will call” customers contact us when the tank’s gauge reads thirty percent (30%) capacity.  This allows ample time for the delivery to be placed on a route, and will eliminate out of gas situations, or customers incurring emergency delivery fees. 

 

It is noted that inclement weather as well as high demand for fuel deliveries caused many delays in the area during the time period referenced.  I do not see that Mr. *****’s tank percentage was provided to us when the order was placed.  His delivery was completed on January 17, 2015 with 200 gallons of fuel delivered.   As a courtesy to Mr. *****, the price for the delivery was adjusted and he was not charged our usual and customary leak meter fee, which we must perform when there is an interruption in gas service. 

 

In the future, we suggest that Mr. ***** monitor his fuel usage and contact us when his tank reads thirty percent (30%).  We decline Mr. *****’s proposed resolution for reimbursement, however,  we have provided  him with a discounted fuel price and a leak meter test at no charge.  Thank you for bringing Mr. *****’s concerns to our attention.

 

Sincerely,

 

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

Paralegal

 

 

 

 

 

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because: the time frame from which the order was placed and payed for is unacceptable. This makes two years in a row this has happened and something needs done about the way they treat their customers. They have their employees lie to the customers saying that their management has no contact line and cannot be reached yet after calling four times in a row they can magically connect you to them. They are very poor at customer service and this will be my last year as their customer. 



Regards,

****** *****





























Business Response:

March 18, 2015

 

 

 

Mr. **** ******

BBB of Greater KC

Subject:  ****** ***** – Complaint ID: ********

 

Dear Mr. ******:

 

Thank you for passing along Mr. *****’s recent communication to your agency.   Ferrellgas takes pride in offering superior customer service; therefore we appreciate Mr. *****’s feedback regarding his experience with our Company.   

 

As stated previously, it is noted that inclement weather as well as high demand for fuel deliveries caused many delays in the area during the time period referenced.  

 

We apologize for the delay that Mr. ***** experienced in receiving his January delivery, however, we must make prudent judgment calls regarding the risks involved in sending our personnel out on the road when weather conditions are less than favorable.  Our Customer Agreement for Propane Safety and Equipment Rental states the following in regards to this subject:  “We may refuse to provide service if we believe we cannot safely make delivery due to conditions on or approaching your property, including unsafe road conditions…” 

 

Thank you for bringing Mr. *****’s concerns to our attention.

 

Sincerely,

 

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

Paralegal

 

 

 

 

 

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:

        I agree completely with not sending their workers out on bad roads. I also agree with the demand of gas during bad weather. However, I don't agree with how I was treated by them as far as service. If they would had delivered within the 7-10 business days like they was suppose too it would've been fine. During that period there was no bad weather or anything for that matter for the delivery to be late. They didn't bring it so I ran out because bad weather arrived going on the third week after the order was placed. This makes 2 years in a row this has happened. They care nothing about their customers. No one I know in my area is satisfied with them. Then because of their screw up I have to pay more out of my pocket to keep my cylinders filled until they decide to show up. If I am going to have to do this then I DONT NEED THEIR SERVICE!!! That's why I pay them! So in the end I'm out of close to a couple hundred dollars that I could've saved myself by just getting my own fuel. That's not counting the extra cylinder I had to purchase so I wouldn't run out when I had to fill my other one. So no I'm not satisfied with any of their responses and from the way it looks I never will be. So as far as I'm concerned they have just lost a $1400 costumer per year. 


Regards,

****** *****





























3/20/2015 Delivery Issues | Complaint Details Unavailable
3/10/2015 Delivery Issues | Complaint Details Unavailable
3/10/2015 Problems with Product/Service
3/10/2015 Problems with Product/Service
3/10/2015 Problems with Product/Service
3/9/2015 Problems with Product/Service | Complaint Details Unavailable
3/6/2015 Delivery Issues
3/6/2015 Billing/Collection Issues
3/6/2015 Delivery Issues
3/4/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Last Sunday morning 2/15/2015 - I asked for a tank refill on the national web site. (order No ******). Thursday 2/19/15 I sent a further e-mail asking for delivery date. I received a call while I was out on Friday 2/20/15 from "******" advising that my delivery might be over the coming weekend. It was not - and not Mon, Tues or today to date. I sent a further message to the local outlet and the national outlet yesterday morning. No answers. I have never had service this bad from the company. Originally my tank was at 30% - which I listed on my request. It is now about 15% only because I have used every other I have to keep my house warm. They may come in the next 5 minutes, or next 5 days, I do not know. If this outlet is too far away to want my business, or just doesn't want it for some other reason -they could at least let me know. Other places in the area charge less - but i have stayed with Ferrellgas because of good service. That does not exit anymore. Yes I know - cold, bad weather etc - If they can't service me - let me know so I can look elsewhere. My account number with Ferrellgas is ********. I have lived here for 30 years - been with Ferrellgas since they took over from Skelgas all that time..

Desired Settlement: Either put in my contract that I can get someone else to sell me propane if they can't make the delivery in say a weeks time - I don't like the idea of ordering and saying I have 20% left when I have 40% 3 weeks prior to a delivery. I have a contract until this summer - when I will be checking with other dealers in the area. But for right now - I just want my tank filled as per contract, which says keep filled. I still have money in my account, and have never missed a payment.

2/28/2015 Billing/Collection Issues | Complaint Details Unavailable
2/28/2015 Delivery Issues | Complaint Details Unavailable
2/28/2015 Billing/Collection Issues | Complaint Details Unavailable
2/28/2015 Delivery Issues | Complaint Details Unavailable
2/28/2015 Billing/Collection Issues | Complaint Details Unavailable
2/20/2015 Delivery Issues
2/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I no longer reside at the residence where the propane tank is located. In August of 2014 I contacted Ferrell Gas to pick up the tank and reimburse me for any gas that was in the tank. At the time there was over 150 gallons of propane that was purchased at almost $2.00 per gallon. I asked them to either wave the fee for rental or prorate from that date (the fee was billed in July 2014). They agreed to prorate the fee, pick up the tank and refund my money for the propane still left in the tank. The tank was never picked up and I been receiving a bill since September 2014, with each bill I contacted Ferrell Gas and told them I spoke with someone already about picking up the tank in August and refunding my money. I stopped calling them each month after the December billing and I continue to receive a bill and now I am getting collection calls.

Desired Settlement: Refund for propane that was still in the tank in August at the price I purchased it for, this was over 150 gallons. I should receive a refund of approximately $300.00.

Business Response:

January 28, 2015

 

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  **** ***** – Complaint ID ********

 

Dear Mr. ******:

 

I am writing in response to Mr. *****’s consumer complaint. 

 

I am pleased to report that Mr. *****’s leased propane tank was picked up on January 27th, 2015.  We did not charge Mr. ***** our usual and customary service labor fees related to the tank’s pickup and pump out, due to the delay in picking up our equipment, for which we apologize. 

 

We will be issuing Mr. ***** a refund, representing the gas remaining in the tank at the time of pick up.

Thank you for bringing Mr. *****’s concerns to our attention; we appreciate his many years of patronage and wish him well.

 

Sincerely,

 

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

Paralegal

 

Cc:          ***** ******, Dir. Of Operations

2/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had ferrelgas remove two propane tanks from my property that had unused propane still in the them. I spoke with ******** at ferrelgas. She is very rude and hung up on me. This ******** said I had signed a paper saying I didn't want my refund. What???? I had my son in law call and speak to ******** and she was even ruder to him. She said you don't return food back to the grocery store. When my son in law pointed out that is two different commotodies. When he told her they are taking advantage of the older people..she basically hung up again. All I want is my refund. I did not knowingly sign any paper saying I didn't want any refund. I would like to file this complaint requesting my money back. And maybe ******** needs to take a course on customer service.

Desired Settlement: I want my refund.******** needs to take customer service class.

Business Response:

January 26, 2015

 

 Mr. **** ******

BBB of Greater KC

 

Subject:  ***** ** ********* – Complaint ID ********

 

Dear Mr. ******:

 

A review of Ms. *********’s account reveals she leased two (2) 100-lb. cylinders for her cooking needs.

The two (2) leased cylinders were delivered to Ms. *********’s residence on September 19, 2012.  In November 2014, we were asked to retrieve our cylinders as no one was living in the home.  The cylinders were picked up on or about November 20, 2014. 

 

Ms. ********* requested a refund for any unused gas; however, we do not typically refund customers when they exchange cylinders of this type ; however, Ms. ********* indicated she did not use the gas during the two plus years she leased the containers.  Our Director of Operations made an exception to our refund policy, and is in the process of issuing Ms. ********* a refund, less our customary service labor fees related to the cylinders’  pick up.

 

Thank you for bringing Ms. *********’s concerns to our attention.

 

Sincerely,

 

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

Paralegal

 

Cc:          **** ******, Director of Operations

2/9/2015 Delivery Issues | Complaint Details Unavailable
1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had best propane last winter and had so many problems getting propane delivered in a timely matter, it took them 14 days one time, I paid for the propane at the time I ordered it and had to wait 14 days, I ever called and ask if I could get it early due to the fact that I ran out, they said if I paid an extra 100.00 I could get it early, which I did not. In Sept I switched companies and called Best to tell them to pick up their tank, this was the first week in Sept. , I was told at that time it could take up to two months for them to pick up their tank when I ask why I received no answer except sometimes things come up. In Nov. I called them again and ask why the tank was still here. I was told they would put it on the schedule. After two weeks I called and left a message that I would call an attorney to see if I could charge them rent for storing their tank. They called and gave me a date of Dec. 4th for pick up. Just before the 4th I received a call that they would try to pick up the tank, I ask try and was told things can change. Any it is now Dec. 17 and their tank is still on my property. I feel they are just using us for storage. I feel I should be able to charge them storage for the tank and if I can move the tank to the edge of our property I do not want to be responsible for this tank. It has done no good to contact them. They do not care about the customer at all and I feel others should know what a mess they will get into if they use their service. Thanks

Desired Settlement: To get this tank off my property and see if I can charge them for storage.

Business Response:

December 30, 2014

 

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ****** *** ****** – Complaint ID ********

 

Dear Mr. ******:

 

We apologize for the delay in retrieving our propane tank from Ms. ******’s residence.  The tank pick up has been scheduled for January 6, 2015.  Please know that weather and ground conditions can delay scheduled tank pickups, as the trucks we utilize to remove propane containers are heavy and have the potential to cause property damage is conditions are not favorable.   

 

Thank you for bringing Ms. ******’s concerns to our attention. 

 

Sincerely,

 

 

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

Paralegal

 

Cc:          ***** ********, Dir. Of Operations

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:

I am sorry but I have been told the exact information on three different times when I contacted them. We have had no snow since the middle of November, and not enough to keep them from picking the tank up,  the ground is hard  and this tank is not on our lawn it is on an area next to the well house which we use as a turn around. I have contacted an attorney to see if I can charge them rent.  This is now the fourth pick up date I have had, we shall see if it is picked up. or just another delay to keep me from doing anything.

Regards,

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




























Business Response:

January 9, 2015

 

 

 

Mr. **** ******

BBB of Greater KC

 

Subject:  ****** *** ****** – Complaint ID ********

 

Dear Mr. ******:

 

We are pleased to report that our propane tank was successfully retrieved on January 6th, 2015.  We apologize for delay experienced by Ms. ******. 

 

Sincerely,

 

 

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

Paralegal

 

Cc:          ***** ********, Dir. Of Operations

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

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

thanks so much for getting them to pick up the tank


















1/13/2015 Problems with Product/Service | Complaint Details Unavailable
12/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is my second complaint against this gas company. The first was in November. After the first complaint, I was contacted by a ******* **** on November 20, 2014 a representative of Ferrellgas Tel# ###-###-####. we reached an agreement that I would pay an additional $410 which would be added to The $140 that they owed me Total $550. I wrote a check for The $140 took it to their company in Ahoskie, Nc onNovember 21, 2014. He told me that I would get a delivery of gas before Thanksgiving which did not happen. I spoke to him again on Monday, December 1, 2014 he said I would get the delivery on Tuesday December 2, 2014. The delivery never came. I called his office about 7 times on Wednesday December 3, 2014 before he returned my call. He said the deliveryman was unable to get through and unlocked gate to the tank. the gas tank is not located behind a gate and if he had come to the gate he would have seen the great big tank sitting to his left in clear view. so the deliveryman lied. This is the first time in over 20 years of gas being delivered to my home that they could not find the tank. this is unbelievable. Mr. said he googled the location and saw the tank behind the hedges in front of the fence where it has been all along. He then said they could not delivery the gas on the 3rd when the trucks fill up right down the street from my house and the office is located less than 20 miles from my house. It is now 13 days later since I paid them and they have cashed my check so they have their money. I still believe I am being overcharged. All the other gas companies charge $199.9 for their gas is this area. I don't exactly know their price is. Mr, **** did not give me a price per gallon just that I did not have to pay the original amount of over $700 that I complained about in my original letter that was forwarded to your office November 13, 2013 by BBB of Hampton Roads Virginia. This is not way for a company doing business to treat their customers especially the ederly.

Desired Settlement: I would like to be reimbursed if they are overcharging me for the gas

Business Response:

December 5, 2014

   

Mr. Paul ******

BBB of Greater KC

 

Subject:  ***** ** ******* – Complaint ID: ********

 

Dear Mr. ******:

 

We are pleased to report that Ms. *******’ received her “will call” fuel delivery on 12/4/2014.  The driver who attempted the delivery earlier in the week is a new Ferrellgas employee and was unfamiliar with Ms. *******’ residence, gates, etc..  We apologize for the delay she experienced.  Due to Ms. *******’ inconvenience and for customer satisfaction, our Director of Operations, Mr. **** ******, will be adjusting the price of her recent delivery from $2.629 per gallon to $2.29 per gallon. 

 

Our Customer Service Manager **** be contacting Ms. ******* and providing her with his direct phone number, in the event she has concerns in the future.  Thank you for bringing Ms. *******’ concerns to our attention.  We appreciate her many years of patronage.

 

Sincerely,

 

 

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

Paralegal

 

12/11/2014 Billing/Collection Issues | Complaint Details Unavailable
12/9/2014 Delivery Issues
12/6/2014 Problems with Product/Service | Complaint Details Unavailable
11/12/2014 Billing/Collection Issues
11/11/2014 Billing/Collection Issues
11/6/2014 Problems with Product/Service
11/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Decided to switch companies because they never filled our tank before winter liked we asked. Only after bad snow came we switched to Will call because they would have been stuck in our drive. Well tried to get us to stay with them because supposedly they were at our house and couldn't remove tank. I was home and not once saw someone in my drive or yard walking around. Our new company had no problems removing tank. Now being charged $80.25 for gas removal that the supervisor never informed me of from the beginning. Said we received a master agreement. Still haven't seen that either.

Desired Settlement: 80.25 refunded with gas that was left.

Business Response:

October 22, 2014

Mr. **** ******

BBB of Greater KC

Subject:  **** ***** – Complaint ID: ********

Dear Mr. ******:

A review of Mr. and Mrs. *****’s account reveals they commenced services with us in August 2013, when Ferrellgas acquired VanAndel Propane. 

On September 6, 2014 we were asked to remove our propane tank, as the *****s were terminating service and going with another propane supplier.  The tank pickup was completed in early October 2014 and a gas measure was taken.  A refund check in the amount of $97.71 is in process for the credit remaining on the account, less tank pick up fees. 

The Ferrellgas Customer Agreement for Propane Safety and Equipment Rental, which our residential customers are a party to, states the following in regards to Effect of Termination:    

V.                  GENERAL TERMS APPLICABLE TO ALL SERVICES, MAINTENANCE, INSPECTION, TESTING AND REPAIR

  1. Effect of Termination.  If Service is terminated…you will be charged a “tank pick-up charge” and other applicable charges as set forth on the Current Charges List as in effect at the time of termination.  You may be entitled to a credit or refund for any Propane which remains in the Tank subject to tank pump out and pickup charges and other charges specified in our Current Charges List. 

Ferrellgas believes it is reasonable, and common in the industry, to charge customers for service work, including the labor involved in tank pickups. Flat fees for service work are designed to provide a reasonable estimate to consumers and to cap costs for those customers whose tank removal involves significant labor. 

Mr. and Mrs. ***** were mailed our Customer Agreement shortly after commencing services with us.   

Thank you for bringing the *****’s concerns to our attention.  Please call if you have questions.

Sincerely,

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

Paralegal

11/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have been dealing with Ferrelgas for years, filling a portable propane tank for steam cleaning equipment. This time they required we prepay with a credit card and charged us $181.86 for an estimated fill of 60 gallons the day we ordered the gas. They said it would be 5 to 7 business days. When they did not deliver after 10 days, we called and called and basically we could not get an answer to when it might be delivered. So after two days of repeated calls, we canceled and asked for a refund to our credit card. The problem is we can not get them to refund the money. We have since gone to another supplier. You help in getting a refund would be greatly appreciated. We have had multiple problems in the past with them not knowing their left hand from their right, but always it has worked out well. Thank you - **** ******

Desired Settlement: Refund of $182.86

Business Response:

October 27, 2014

Mr. **** ******

BBB of Greater KC

Subject:  **** ** ****** – Complaint # ********

Dear Mr. ******:

A review of Mr. ******’s account reveals he commenced services with us in November 2004; he has chosen  “will call” delivery service with Pay-in-Advance payment terms.

Mr. ****** pre- paid for his delivery, as his payment terms are Pay in Advance; and the delivery was routed for 10/16.   It appears that Mr. ****** cancelled the order on that same day.  His account was updated to reflect the cancelled order; however, the refund request was not completed internally, for which we apologize. 

Mr. ******’s credit card refund is in process and should be back on his card within 3 business days.  We appreciate Mr. ******’s patronage and appreciate him bringing this matter to our attention.

Sincerely,

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

Paralegal

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

**** ******












11/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a new house in June 2014. The LP tank at the house was provide by Ferrellgas of ********** **. Upon inspection the tank was unhooked with a tag that said Ferrellgas needed to rehook. In Sept. I contancted Ferrellgas to rehook and scheduled such. I informed them that we did not live at the location and they needed to call prior to coming. They did not call and did not rehook. I instructed ferrellgas to remove there tank from my property in late September. They scheduled a pickup on October 21. They did not show up to pick up the tank. I have tried several times since to have them pick up the tank and have not been successful. The company has been storing there tank on my property for several months without providing any kind of service. There is not service agreement with me. The tank is in my way and a nuisance. The only relief I am seeking is to have them pick up there LP tank. They have not returned phone calls when they said that they would and have not removed the tank. I feel that they are being unresponsive because I changed LP suppliers because of there poor service.

Desired Settlement: Promptly remove the Ferrellgas LP tank at **** ***** ***** ************* **.Call ***** ***** **** at ###-###-#### to schedule the pickup.

Business Response:

November 4, 2014

Mr. **** ******

BBB of Greater KC

Subject:  ***** ***** **** – Complaint # ********

Dear Mr. ******:

A review of Mr. ****’s Ferrellgas account reveals he originally requested that we remove our LP gas equipment on October 3, 2014.  The tank pick up was completed on November 3, 2014. 

Tank pickups are completed when weather and ground conditions are favorable, as the trucks we use to remove our propane containers are quite heavy and have the potential of causing property damage if conditions are not favorable.  We apologize for the slight delay Mr. **** experienced.

Thank you for bringing his concerns to our attention.

Sincerely,

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

Paralegal

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***** ****









10/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ON JUNE 1, 2013...YESOVER A YEAR AGO, WE PURCHASED SEVERAL OF THEIR BLUE RHINO PROPANE TANKS (15 LBS). IT WAS DEFECTIVE. WE SENT IT BACK TO THEM WITH A RECIEPT AND PROOF OF PURCHASE AND EVEN THE ACTUAL BLUE RHINO LABELS OFF THE ITEM TO THEM. THEY NEVER RESPONDED. SEVERAL FOLLOW LETTERS WENT TO THEM, AND THEY EITHER DID NOT RESPOND, OR SENT ME A FORM LETTER ON 3/5/2014 ASKING FOR A RECIEPT. THEY PROMISED TO REFUND THE MONEY THIS COST. ALL OF THIS ALREADY HAD BEEN SENT TO THEM. SEVERAL MORE LETTERS WENT BACK TO THEM EXPLAINING THIS AND THEY NEVER RESPONDED TO THOSE LETTERS EITHER.

Desired Settlement: REFUND OR REPLACEMENT AND POSTAGE REFUND FOR A DOZEN LETTERS AND ITEM SENT BACK.

Business Response:

August 13, 2014

Mr. **** ******

BBB of Greater KC

Subject:  ***** ******

               Complaint ID: ********

Dear Mr. ******:

I am writing in response to Mr. ******’s complaint related to his purchase of Blue Rhino cylinders in June 2013.   I have been in communication with the Blue Rhino rebates and claims department and although they do have Mr. ****** set up in the system, they have no record of receiving correspondence from him, nor do they have a request for a tank refund. 

We would suggest that Mr. ****** re-submit his correspondence via the following website:  ************************ 

Thank you for bringing Mr. ******’s concerns to our attention. 

Sincerely,

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

Paralegal

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:

We will try and contact BLUE RHINO one more time.  How ironic they say they have no record of anything, when we received a phone call once that they would replace this with a check, and also a letter  dated 3/5/2014 from them.  About a dozen other letters were never responded to, along with the original BLUE RHINO tank defect return


Regards,

***** ******




















10/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ferrellgas' failure to provide safe gas tank - my tank has an active gas leak, and the company sent a clueless tech to fix it. The tech ended up patching the leak - the patch didn't last. My house ended up filled with gas from the tank that is located OUTSIDE of the house. The tank is rusting, gauges' covers are broken and the safety cover on the tank is broken. I had a manager on the phone from Ferrellgas who told me that there is no problem, when there indeed is an active gas leak on a tank that seems to be falling apart. Tech came out for a second patch job which, of course, didn't hold. On top of it, the company is overcharging me for "weekend service" on a product that belongs to them and after the company failed to fix the problem. While my complaint does not involve a health issue, it could potentially result in a health issue, if not death. Had the wind not been blowing a certain way, I might have missed the leak for days. I get no customer service from this company, and I get treated over the phone as if I'm an idiot, no doubt due to my accent.

Desired Settlement: Ferrellgas to remedy the problem! Provide a safe, working tank. Do not put my household's lives in danger this way - this is gas we're talking about. Do not charge me a $200 "weekend fee" for a problem which I did not cause; for a problem which Ferrellgas did not fix.

Business Response:

October 6, 2014

Mr. **** ******

BBB of Greater KC

Subject:  ****** ******  - BBB Complaint ID: ********

Dear Mr. ******:

I am writing in response to Ms. ******’s consumer complaint.  Our local Customer Service Manager informs me that we filled Ms. ******’s leased tank on Friday, September 19, 2014.  She called in the following day - Saturday September 20, 2014 stating she smelled gas.  Our service technician was dispatched her to home that same day and found the handle on the leased tank leaking.  He made the repair which stopped the small leak. 

The service labor fee for our service call was removed from Ms. ******’s account on September 25, 2014 when our Manager returned from vacation.  Ms. ****** was informed on September 30, 2014 that the service fee was being removed. 

On September 30, 2014 our service technician went back to Ms. ******’s home to make sure there were no further leaks.  Ms. ****** accompanied our service technician when he was there, and verified for herself that the system was tight.   The only charges that remain on Ms. ******’s account are the for the actual propane delivery. 

Based upon the information stated above, we have resolved Ms. ******’s consumer complaint.  Thank you for bringing her concerns to our attention.

Sincerely,

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

Paralegal

10/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Ferrell Gas on July 16, 2014 to pick up my propane tank, because we sold our house and the buyers wanted to use a different company for the propane. After numerous phone calls with the Supervisor and promised tank would be picked up the tank is still there today is Sept. 19 2014. The new owners have taken ownership of the house and are unable to have their tank enstalled. I was last told that the tank would be picked up for sure on Sept. 18, 2014 and when the relator went to check the tank is still there. It should not take 2 months for a tank to be removed. I am also being charged for the tank removal. I am also do a refund for the fuel that was left in the tank, which I am waiting on so that I can purchase oil at my new residence.... A lock was also suppose to be put on the tank, so that it could not be used that was not done either.

Desired Settlement: I want the tank removed. I don't think that I should be charged for the removal of the tank and I want reimbursed for the fuel that was in there when I left the residence on Aug. 8 which was at 42%. I want payment once picked up not in 2 months, which I was told that is what it would take to be reimbursed for unused fuel. I need oil for my new residence. I don't want to be responsible for any fuel that may have been used.

Business Response:

October 17, 2014

Mr. **** ******

BBB of Greater KC

Subject:  ***** **** ******** – Complaint ID: ********

Dear Mr. ******:

Ms. ********’s leased propane tank was picked up on October 7, 2014.  We apologize for the delay she experienced.  Ms. ********  will be receiving a refund for 137 gallons of fuel, based upon our Company’s refund policy. 

Ms. ******** was not charged our usual and customary service fees for the tank pickup and pump out, due to the delay in removing our equipment. 

Thank you for bringing Ms. ********’s concerns to our attention.  Please contact me if you have questions.

Sincerely,

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

Paralegal

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

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











10/18/2014 Problems with Product/Service | Complaint Details Unavailable
10/17/2014 Billing/Collection Issues | Complaint Details Unavailable
10/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a customer of Ferrellgas since 1997. At the time I used propane for my kitchen cook tops and swimming pool heater. I have not used the pool heater for about six years so my propane use is limited to my cook tops. On June 13, 2014 I received a bill $100.01 although I had not recently purchased any propane. I was told the $100.01 charge is for non-use. They are charging me for not using the gas I previously purchased. I do not recall signing a contract at inception or any time after 1997. If the language does exist why was I not charged for the last six years?

Desired Settlement: Remove the non-use charge. Remove the tank and purchase the remaining gas inventory in my tank. Cease and desist from reporting late payment to credit bureaus. In addition if they have reported to the bureaus, repair my credit report immediately and ensure the derogatory information is removed immediately from my history.

Business Response:

September 26, 2014

Mr. **** ******

BBB of Greater KC

Subject:  **** *****/  Complaint ID ********

Dear Mr. ******:

I am writing in response to Mr. *****’s consumer complaint.  A review of his account reveals he commenced services with us in 1998; he leases a 500-gallon propane tank and has chosen “will call” delivery service.    Mr. *****’s last delivery took place on April 1, 2011 when he received 206.3 gallons of fuel. 

As stated in the complaint, Mr. ***** previously had a pool heater that utilized LP gas for heating, which he has not used in years.  Our Customer Agreement states that leased tank customers are to purchase a volume of fuel at least equal to two times the water capacity of their tank each 12 month period (“minimum volume requirement”), unless the customer has reached a different arrangement with us. 

Mr. *****’s last fuel delivery was over three years ago;  we have been generous in not charging the low usage fee during that time; however, after three years of no deliveries the low usage fee was charged to his account.    And based upon his “desired settlement” we offer him the following two options:

He could purchase the tank for $550.00 plus applicable sales tax; in which case we would remove the low usage fee.  This would allow Mr. ***** to purchase gas from the supplier of his choice.  He would also be solely responsible for the maintenance and upkeep of the tank. 

-or-

We could remove our equipment and pump out the gas.  Our service labor fee is $150.00.  We would remove the low usage fee and credit back the remaining fuel, less the service fees to Mr. *****. 

We ask that Mr. ***** notify our St. Peters office of his decision no later than October 15, 2014. 

Thank you for bringing Mr. ******’s concerns to our attention.

Sincerely,

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

Paralegal

Cc:          **** ********, Director of Operations

10/9/2014 Problems with Product/Service | Complaint Details Unavailable
10/2/2014 Problems with Product/Service | Complaint Details Unavailable
9/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: November 2014 will be ONE year I have been trying to get this company to pick up thier propane tank (HUGE) from my FRONT yard. It looks like junk, I have called numerous times, and I keep getting told they will get there when they can they are backed up from winter 2013-2014. UH? How? Its Almost FALL of 2014 were almost to winter again! I am sick of seeing this in my front yard, it is a danger to my children who play there, its ugly and we had it placed there being nice to make it easier for them to pick up! I refuse to pay anything we own until it is gone!

Desired Settlement: Write off my balance due to storing thier propane tank in my front yard, its taken space, its ugly and i have made to many calls requesting it to be removed!!!!!!!

Business Response:

September 4, 2014

Mr. **** ******

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

Subject:  ***** **********

                 Complaint ID: ********

Dear Mr. ******:

I am writing in response to Mr. **********’s consumer complaint related to an untimely tank pickup.

Our ************ Service Center has scheduled Mr. **********’s tank pick up for Wednesday, September 10.   We apologize for the delay.   Mr. ********** will not be charged our usual and customary service labor fees for the tank’s removal.

The balance appearing on Mr. **********’s account is for previous gas deliveries.  Mr. ********** was charged correctly for the fuel he received; therefore, no credits or adjustments are warranted.

Thank you for bringing Mr. **********’s concerns to our attention.

Sincerely,

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

Paralegal

Cc:          ***** ******, Director of Operations

9/10/2014 Problems with Product/Service | Complaint Details Unavailable
8/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Several months ago I had to upgrade my A/C unit and when this was done my heating changed from Propane to Electric. I requested that Ferrellgas (Plymouth, NC office) remove my tank and refund me for the gas in the tank (35 pounds or about 140 gallons)--this took me 7 telephone calls and visits to the office before I ultimately called the head office and then it was completed within a week. When I received my refund check it was for about $250 LESS than what it should have been. I attempted to call and email Ferrelgas 14 times and never had a response. I went into the Plymouth, NC office and was told by *******(?) "I should have been home when this was done" as they did not measure/weigh simply estimated the amount; I was then told that there was nothing that could be done. Again, I attempted to contact the head office to no avail and am at a loss as to what I need to do next. This is the most unresponsive company I have EVER dealt with and I live on a fixed income these days and this has caused a great deal of stress and anxiety.

Desired Settlement: $250.00

Business Response:

August 28, 2014

 

Mr. **** ******

BBB of Greater KC

Subject:  ******* ** *******

                Complaint ID: ********

Dear Mr. ******:

A review of Mr. *******’s account reveals he commenced services with us in October 2012; he leased his propane equipment and had chosen “will call” delivery service.    Mr. ******* terminated services with us in mid June 2014 and the tank was retrieved on July 15, 2014. 

When the tank was retrieved, it contained 100 gallons of fuel.  Mr. ******* was issued a refund, based upon our Company’s refund policy, for the fuel remaining in the tank, less service labor fees related to the tank’s removal and pump out.    

The Ferrellgas Customer Agreement for Propane Safety and Equipment Rental, which our residential customers are a party to, states the following in regards to Effect of Termination:    

V.                  GENERAL TERMS APPLICABLE TO ALL SERVICES, MAINTENANCE, INSPECTION, TESTING AND REPAIR

  1. Effect of Termination.  If Service is terminated…you will be charged a “tank pick-up charge” and other applicable charges as set forth on the Current Charges List as in effect at the time of termination.  You may be entitled to a credit or refund for any Propane which remains in the Tank subject to tank pump out and pickup charges and other charges specified in our Current Charges List. 

Ferrellgas believes that it is reasonable, and common in the industry, to charge customers for service work, including the labor involved in tank pickups. Flat fees for service work are designed to provide a reasonable estimate to consumers and to cap costs for those customers whose tank removal involves significant labor. 

The refund Mr. ******* received was in the correct amount, based upon our policy as stated above. No additional refunds or credits are warranted. 

Thank you for bringing Mr. *******’s concerns to our attention. 

Sincerely,

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

Paralegal

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:



Regards,

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




















8/18/2014 Problems with Product/Service | Complaint Details Unavailable
8/6/2014 Billing/Collection Issues
8/5/2014 Problems with Product/Service | Complaint Details Unavailable
7/26/2014 Problems with Product/Service | Complaint Details Unavailable
7/25/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
7/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: During the harsh winter we were forced to use Ferrell gas we were completely out of lp and the company was told. It took them over a week to deliver. Then because it was in high demand they more than tripled the prices which we truthfully could not pay up front. When I I received the bill I immediately called to try to work out a payment plan they only offered one in which I could not do. We moved out of the house because Ferrell gas was too expensive and no one was talking customers. I called and made payments that we could afford and they started calling at all hours of the day trying to collect. I've received calls at 5&6 am and going as late as 10pm. I repeatedly asked them to abide by the collection laws and to only call during 8-5 which they still did not do. Their employees were extremely rude to me and kept calling multiple times a day as I said before at all hours. That is unacceptable and should not be happening.

Desired Settlement: I would like them to abide by the laws and respect their customers. A discount on the bill would be great consid****g what I had to go through with the phone calls. I just want the harassment to stop.

Business Response:

July 15, 2014

Mr. **** ******

BBB of Greater KC

Subject:  ******* **** *****  – Complaint ID ********

Dear Mr. ******:

I am writing in response to Ms. *****’s consumer complaint regarding propane pricing and Ferrellgas’ Collection practices.

This past winter, the propane industry experienced challenges that affected big business as well as the average consumer.  Many states issued Executive Orders proclaiming propane shortages.     In late January, the cost of product skyrocketed overnight, with wholesale costs as high as $5.00 per gallon.

The wholesale cost of product does not include any of the costs incurred by Ferrellgas to get the propane from the storage facility to its bulk plants, or from those bulk plants to our customers’ homes or businesses.  As a result, propane providers have had no choice but to pass these additional costs onto their customers.    The pricing for Ms. *****’s February 10, 2014 delivery was the direct result of an increase in the wholesale cost of propane.  Fortunately, wholesale prices started to fall later in February as did retail prices.   

In regards to Ferrellgas’ collection practices; I spoke with a member of Management in our Collections Department;  he informs me that we have spoken with Ms. ***** several times and she mentioned during one recent call that she felt Ferrellgas was breaking the law by calling her on the weekend (we called her on a Saturday).  Our Collector attempted to inform Mrs. ***** that we could call on Saturday, and that we follow the requirements of the Fair Debt Collections Practices Act. 

Our Collection Manager reviewed Mr. and Mrs.  *****’s collection file and there is no indication that a Collector called before 8am or after 9pm.   Nor does Ferrellgas have Collectors that work during these hours.   

The *****’s account balance is now zero; they paid the account in full on July 1, 2014.  We appreciate Mr. and Mrs. *****’s patronage and would encourage them to inquire about pricing options for the upcoming heating season.  We offer Pricing Agreements and cost saving ideas, such as receiving a “summer fill” when propane prices are historically lower than the high demand winter months.  Thank you for bringing Mr. and Mrs. *****’s concerns to our attention. 

Sincerely,

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

Paralegal

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because: I can pull my phone records to show there were earlier and later calls than the time they stated. That may be the time from the time zone of which they were calling, but it was not the case for mine. Also I understand there was a shortage but when i called a competitor and they were more than 3 dollars cheaper than FerrellGas. I will NEVER use Ferrellas again so I will not be "taking advantage" of their summer pricing. 



Regards,

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





















Business Response:

July 21, 2014

Mr. **** ******

BBB of Greater KC

Subject:  ******* **** *****  – Complaint ID ********

Dear Mr. ******:

Thank you for forwarding Ms. *****’s most recent communication to us for review and comment. 

Ferrellgas has no new or additional information to add regarding Ms. *****’s consumer complaint. 

Sincerely,

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

Paralegal

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because: They know they are wrong and that is why there is no comment



Regards,

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





















7/21/2014 Problems with Product/Service | Complaint Details Unavailable
7/18/2014 Billing/Collection Issues | Complaint Details Unavailable
7/18/2014 Problems with Product/Service | Complaint Details Unavailable
7/17/2014 Billing/Collection Issues | Complaint Details Unavailable
7/16/2014 Problems with Product/Service
7/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I switched from Ferrellgas to another local provider in the fall of 2013. Since I still had propane in my tank and had to use the remaining amount in order for the tank to be legally transported the actual drop off of the new providers tank didn't happen until January of 2014. It is now 6/25/14 and the Ferrellgas tank has still not been picked and has been sitting on my front lawn since January. I've called 6-7 times and each time hear the same story that it was a hard winter and it is taking them a while to get all of the tanks picked up. They keep saying I am on the list and after I asked to speak with the manager (who couldn't be reached and never called me) was told that my request was going to go specifically through the manager. No resolution as of yet.

Desired Settlement: All I want is for my tank to be picked up right away. 1 months delay due to the bad winter is understandable, 7 months delay is negligence.

Business Response:

July 1, 2014

Mr. **** ******

BBB of Greater KC

Subject:  **** ***** – BBB Complaint # ********

Dear Mr. ******:

Thank you for forwarding Mr. *****’s concerns to our attention.   I’ve checked with our East Lansing service center regarding the scheduling of Mr. *****’s tank pick up.  The tank’s removal has been scheduled for July 8, 2014.  We apologize for the delay Mr. ***** has experienced in having the tank removed.    We appreciate his past patronage and wish him well.

Sincerely,

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

Paralegal

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The tank was picked up on the date they said.  However, the fact that it took 7 month is completely unacceptable.  My acceptance of their response ONLY expresses my satisfaction with the tank actually having been picked up, but DOES NOT express any satisfaction with the amount of time it took.  Far too many excuses and falling back on "It was a hard winter and it's taking us a while to pick up tanks".

Regards,

**** *****













7/6/2014 Problems with Product/Service | Complaint Details Unavailable
7/5/2014 Problems with Product/Service | Complaint Details Unavailable
7/3/2014 Billing/Collection Issues
7/1/2014 Problems with Product/Service | Complaint Details Unavailable
6/28/2014 Problems with Product/Service | Complaint Details Unavailable
6/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We smelled a propane leak in our home. We turned off the gas outside, aired out the house, called the gas company, then the emergency number and was placed in a hold loop for over 10 minutes. The recording said hold time was less than a minute.. We followed the safety instructions on the recording. Called again and were back on hold. Called 911 as the recording also advised. Firefighters came out confirmed had a leak at the tank shut the tank off again and tried calling ferrellgas emergency number again and placed on hold.Called ******** *** and they gave us further safety measures, but because we were not account holders could not come out.At this time our home is still in danger.

Desired Settlement: Corrective measures so this doesn't happen again or to someone else.

6/25/2014 Problems with Product/Service | Complaint Details Unavailable
6/25/2014 Billing/Collection Issues | Complaint Details Unavailable
6/25/2014 Problems with Product/Service
6/18/2014 Problems with Product/Service | Complaint Details Unavailable
6/17/2014 Problems with Product/Service
6/12/2014 Problems with Product/Service | Complaint Details Unavailable
6/12/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
6/12/2014 Billing/Collection Issues | Complaint Details Unavailable
5/22/2014 Problems with Product/Service | Complaint Details Unavailable
5/16/2014 Billing/Collection Issues | Complaint Details Unavailable
5/16/2014 Problems with Product/Service | Complaint Details Unavailable
5/5/2014 Problems with Product/Service | Complaint Details Unavailable
5/2/2014 Billing/Collection Issues | Complaint Details Unavailable
5/1/2014 Delivery Issues | Complaint Details Unavailable
5/1/2014 Problems with Product/Service | Complaint Details Unavailable
4/18/2014 Problems with Product/Service
4/18/2014 Problems with Product/Service | Complaint Details Unavailable
4/16/2014 Problems with Product/Service
4/16/2014 Problems with Product/Service
4/16/2014 Delivery Issues
4/10/2014 Problems with Product/Service
4/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a gas propane fireplace from Ferrell Gas in the fall of 2011. This fireplace has been worked on twice by Ferrell Gas. I continue to have problems and Ferrell Gas indicates there is nothing wrong with the fireplace. I continue to have problems getting the fireplace to turn on. However, when I get the fireplace lit after numerous attempt, it is like a blow torch being lit. A great force of gas when I ignite.I am afraid of this fireplace blowing up.Ferrell Gas has been no help.Please help.

Desired Settlement: I just want to be able to turn the fireplace on and it works.

Business Response:

March 24, 2014

BBB of Greater KC

Subject:  **** ***** ******

                 Complaint ID: *******

Dear Sir or Madam:

I am writing in response to Mr. ******’ consumer complaint.   A review of Mr. ******’ account reveals we have made two service calls to him home related to the gas fireplace/logs.  One such visit occurred in May 2013 and the second service call took place in October 2013, at which time the gas logs were switched out.    Mr. ****** was not charged for either service call. 

I do not see any recent requests for service related work on Mr. ******’ account.   If he is interested in setting up a service call to check out his gas fireplace, he may contact our North Wilkesboro location; which the office that services him.    Thank you for bringing Mr. ******’ concerns to our attention.

Sincerely,

**** *. **********

Paralegal

4/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They were suppose to fix this tank for over a year. A guy came out on Sunday and filled the tank and left a message that I need to fix the tank. They were suppose to replace this tank last year. Now they filled up my bad tank and are charging me for it. My bill was $117.00 per month and now I'm being charged $334.00 per month on a budget plan. I called and the secretary can't tell me why.

Desired Settlement: I would like them to contact me and let me know when they are going to replace the tank. How are they going to refund me the money they put in a bad tank and when I'm I going to get a new one.

Business Response:

March 21, 2014

BBB of Greater KC

Subject;  **** ***********  / *******

Dear Sir or Madam:

Ms. ***********’s customer owned tank was switched out with a Leased 500-gallon Ferrellgas tank on March 20, 2014.  Based on this information, we find this consumer complaint to be resolved.

Thank you.

Sincerely,

**** *. **********

Paralegal

4/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We ordered propane on February 7. We ordered just as we have for the past 8 years. We were at 22 percent on our tank so knew we had a decent window of time before we would run out. Ferrelgas arrived a week later to deliver our propane but the driver felt our driveway was not clear enough. (Although this has never been a problem in the past). We understood where the driver was coming from given recent bad weather and had it professionally cleaned the same day. There was not even a snow flake left on the drive wayWe were told we were back in the schedule for delivery the next day. No one showed up the next day Saturday) and when we called we were simply told "You were not on our schedule" when we asked why we were told we were on the schedule.....no one could answer. We informed Ferrelgas that we were about to run out of propane and they assured us they would deliver on Monday. We called no less than four times on Monday and were assured by each dispatcher that we were on the schedule and that our propane would be delivered that evening. We waited until after 8 pm and called again only to he told again that the driver could not get up the drive way and spun out. We drove down and looked at the driveway only to see that no one spun out. There were no tracks on the drive way. It was all gravel and could easily be driven up in any type of vehicle. We were then told that we would be put back on the schedule for the fourth time but it would not be until Feb 24th! A bit confusing as i am not sure that the driveway would be any different than it is now? The entire situation still makes no sense as for eight years Ferrelgas drivers have easily navigated our drive way even in snow. Please keep in mind that at no time during this entire process was anyone nice or understanding. I felt like a bother. A manager finally called us back onTuesday. Her name was ******** and she spoke with my husband. We had finally decided to cancel the order given we could not possibly do with a heat source .

Desired Settlement: I want an apology for the lack of resolution on the part of Farrellgas. ******** was completely apathetic and of no help. It is very clear they do not care about their customers but rather put all energies into defending their incompetence. We were forced to our own resolution after being great customers for years. I also want the email address of the company President so I can remind him of how customers should be treated. Clearly someone was playing games.

Business Response:

February 24, 2014

Ms. ***** ******

BBB of Greater KC

Subject:  ***** *. ********

                Complaint # *******

Dear Ms. ******:

The BBB complaint filed by Ms. ******** has been forwarded to the Legal Department for investigation and comment.  I have completed my investigation, talked with relevant field personnel and would like to offer the following response:

A review of Ms. ********’s account reveals she commenced services with us in October 2006, she leases a 500-gallon propane tank, and has chosen “will call” delivery service. 

Ms. ********’s complaint is regarding an untimely fuel delivery.  In reviewing our records, it is noted that inclement weather and snowy road conditions caused many delivery delays during the time period referenced.   We apologize for the delay that Ms. ******** experienced, however, we must make prudent judgment calls regarding the risks involved in sending our personnel out on the road when weather conditions are less than favorable.  Our Customer Agreement for Propane Safety and Equipment Rental states the following in regards to this subject:  “We may refuse to provide service if we believe we cannot safely make delivery due to conditions on or approaching your property, including unsafe road conditions…” 

Our driver made several attempts to deliver gas to Ms. ********; however, snowy road conditions as well as icy conditions on or approaching their property was noted.  

Thank you for bringing Ms. ********’s concerns to our attention.

Sincerely,

**** *. **********

Paralegal

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because: 

Their response is absolutely inaccurate. The last two times we were promised delivery the driveway and weather were not at issue. we had our driveway plowed to the gravel as they requested and did not receive anymore snow or ice.

When they failed to deliver for the third time, they then told us it would be another week until we would receive propane and they knew we were completely out. I need an explanation as to why they would deliver to homes that were not out and place us another week out knowing we had no source of heat.

We were forced to go to another company and spend more money than we should have. Another company was on site and we had heat within 24 hours. Clearly we are victims of their internal issues.

Again we have lived here for eight years and the driveway or weather has never been an issue. We were excellent customers and were treated very poorly during this time.

I want reimbursed for the extra money we spent due to being forced to another provider. We were given no choice. I have pictures of the drive way as well proving this was not the issue.

I have contact info for HEAP and will access every news web site in Cincinnati to be sure everyone knows the situation we were placed in. I would not be surprised to learn that many other families were probably placed in jeopardy as well.

This is a travesty and I want an apology and reimbursement.

 

   

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 



Regards,

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





























Business Response:

March 19, 2014

Ms. ***** ******

BBB of Greater KC

Subject:  ***** *. ********

                Complaint # *******

Dear Ms. ******:

Thank you for passing along Ms. ********’s recent comments.  As stated in our previous response, our driver made several attempts to deliver gas to Ms. ********’s residence, and was unable to do so due to snowy road conditions as well as icy conditions on or approaching our customer’s property.   We apologize for the delay; however, we must make prudent judgment calls when it comes to safety. 

We decline Ms. ********’s proposed resolution of issuing a reimbursement to her.  Thank you for bringing Ms. ********’s concerns to our attention.

Sincerely,

**** *. **********

Paralegal

4/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I believe Ferrellgas is price gouging as they charged me $3.7395 per gallon of propane saying there was a shortage.I believe they should give me a refund as there is no shortage of propane.

Desired Settlement: Gas price should be lowered and refund issued

Business Response:

February 21, 2014

Ms. ***** ******

BBB of Greater KC

Subject:  ***** *********

               Complaint ID:  *******

Dear Ms. ******:

Thank you for forwarding Mr. *********’s consumer complaint to us.   

 

A number of propane consumers have raised concerns with the high price of propane.  Unfortunately, wholesale prices of propane soared to unprecedented levels in mid- and late-January, 2014.  Ferrellgas purchases its propane from suppliers and must pass along these increases to end-users.  There are purchase allocations from suppliers in some areas. To complicate the situation, many areas of the country are experiencing cold winter weather, leading to high demand and high heating costs to consumers.

 

At least 32 states are currently in a state of emergency as declared by their governors or the DOT.  Our office personnel and delivery personnel are working overtime to service our customers in these critical situations.  Please see the statement below for a summary from the National Propane Gas Association of the current situation.

 Statement on Propane Supply, Demand, and Distribution

The National Propane Gas Association is working at all levels to seek relief from the current supply, distribution, and infrastructure problems facing American propane customers.

To allow for expedited delivery of propane, NPGA is working with stakeholders throughout the industry to seek relief from the current situation. Presently, the U.S. Department of Transportation has issued a regional order for the Midwestern, Eastern, and Southern regions which will allow transporters to move propane more freely throughout the most affected regions. The rare regional orders apply to 10 Midwest, 14 Eastern, and 9 Southern states. A total of 31 states so far have individually issued Hours of Service relief.

Last week, the U.S. Department of Energy reported that cold weather led to record-high natural gas storage withdrawals, as well as propane. These are the largest drawdowns in the 20-year history of the survey and the second time this year the record has been broken. Efforts are underway with the U.S. Department of Energy to acknowledge that emergency conditions could be forming, as consumers and businesses in dozens of state are faced with higher electricity and gas costs due to persistent cold weather.

In addition to seeking relief at the federal level, NPGA is working with officials within the pipeline, rail, and truck transport industries and asking for propane shipments to be prioritized within their industry.

Sincerely,

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

Paralegal

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:
The propane driver himself told me there was no shortage of propane,just lower levels than normal.I know big business will always win but I thought I was on a stay full program when I got propane as I was before,and after this fill they tell me that it expired,but they never did contact me to tell me so.If the driver would of told me this before he filled tanks I would of only have purchased a small amount.

Regards,

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





























Business Response:

March 31, 2014

Ms. ***** ******

BBB of Greater KC

Subject:  *** *******

              Complaint ID:  *******

Dear Ms. ******:

Thank you for passing along Mr. *********’s recent comments.  We have no new or additional information to provide in response to his complaint.

Sincerely,

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

Paralegal

Cc:       **** ******, Director of Operations

            ****** *****, Region Vice President

            ****** *****, Manager – Customer Service

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:
I guess i will just have to believe they know they were  in the wrong as they have nothing to say

4/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: had propane gas delivered on january 25th 2014 prior to calling three days prior, nothing was mentioned about propane gas price change. i am on disable & on a set income . when gas was delivered our bill was $ 1333.31. at $5.70970 a gallon which no other gas company is this outrageous. we were not even told that is was going up to that price when we could of ordered 125 gallons ...... this is price gouging. other gas company are in the $3.00 or more range........ we are very dissatisfied on how they conduct business for elederly people like ua and others

Desired Settlement: with a price difference of what is feasible for these gas companys to charge customers.not price gouging...

Business Response:

February 24, 2014

Ms. ***** ******

BBB of Greater KC

Subject:  ***** ********

                Complaint # *******

Dear Ms.  ******:

The propane industry is currently experiencing challenges that are affecting big business as well as the average consumer.  Many states have issued Executive Orders proclaiming propane shortages.  In late January 2014, cost of product skyrocketed overnight, with wholesale costs as high as $5.00 per gallon.  Many factors affect the supply and price of LP gas:   Infrastructure issues have eliminated many supply points; agricultural propane consumption was high in the fall 2013; exports were up, as well as an increase in demand, due to the extreme cold temperatures across much of the country.  This is an industry-wide issue, not a Ferrellgas issue.

A review of Mr. ********’ Ferrellgas account reveals he commenced services with us in December 2010; he leases a 330 gallon propane tank, with “will call” delivery service.  Mr. ******** has also requested to be on our Budget Billing Program.

On 1/21/2014, Mr. ******** requested that we fill his tank, which was at 20%, no pricing was discussed and Mr. ******** is not a party to any Ferrellgas pricing agreements.      A few days later on 1/25/2014, his 233.5 gallon delivery was completed, and priced at our daily price, based upon his annual usage.   

Unfortunately, we are unable to reduce the price of Mr. ********’  recent delivery, as his pricing was the direct result of an increase in the wholesale cost of product.   We are hopeful these challenges will end soon.  Thank you for bringing Mr. ********’ concerns to our attention.

Sincerely,

**** *. **********

Paralegal

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:
other gas company did not chargeover $3.70  a gallon


Regards,

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






















Business Response:

March 17, 2014

Ms. ***** ******

BBB of Greater KC

Subject:  ***** ********

                Complaint # *******

Dear Ms.  ******:

Thank you for passing along Mr. ********’ recent communication.   We have no new  comments or information to offer regarding his consumer complaint. 

Sincerely,

**** *. **********

3/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently moved into a new home that had a Ferrel propane tank on it. The listing said that the tank was owned, but it wasnt so my realtor said that they would purchase the tank from the company. In the mean time I needed propane, so I placed an order in. I called back a couple weeks later to find out when the propane was coming, and no order was ever placed. I barely made it through the next two weeks until I got my propane. I called my realtor and he said that he was having trouble contacting anyone that could send him paperwork to purchase the tank. A month or so later I needed propane again and was at 25%. I called in an order and then the next week found out that I was at 7% so I wouldnt make it to the two week delivery time. I called their emergency refill line, which is the same line you call for a gas leak, and no one picked up for an hour. I called back later and waited a half an hour to make an emergency propane order. I asked the lady about the paperwork for the tank purchase and she said it was sent to the realtor. The next day I called my realtor and he said he never received any paperwork. He called Ferrel gas and they basically told him that it was none of his business and pretty much cursed him out. I set up for a tank replacement with another gas company, and called Ferrel gas to tell them that I wanted to cancel my order and for them to take the propane tank off of my property. The next day they filled up the tank after I cancelled my order and the new propane company was never able to install my new tank. They also charged my $100 for next day delivery, and charged me $2.30 per gallon compared to $1.85 from the other company which works out to another $165 I have to pay for them not cancelling my order like I very specifically asked for.

Desired Settlement: I would like Ferrel Gas to take their tank and its propane off of my property. I shouldnt have to be charged so much just because their company communication is terrible. I dont want to pay for removal, propane, and next day delivery charges for something I cancelled the previous day. I just want to pay off what I had on my bill for the first delivery and be done with this company forever. These people have been gouging their propane prices and their customer service team does not follow through with anything. I would like it if they looked into their emergency phone line as it is extremely unsafe to have something like that not operation for so long.

Business Response: In response to the attached letter. Ferrellgas has written off the balance on Mr. ********’s account. Ferrellgas also can not contact them further because Ferrellgas has divested all customers in that area as of 1/31/14.
 
Please let me know if you have any questions.
 
 
****** ********
Customer Service Manager 
** *** ***  ***** ***** ***** ** ***** 
Phone: ###-###-#### 
Fax: ###-###-#### 
Cisco: *****

3/12/2014 Delivery Issues
3/12/2014 Problems with Product/Service
3/12/2014 Billing/Collection Issues
3/12/2014 Problems with Product/Service
3/12/2014 Delivery Issues
3/11/2014 Billing/Collection Issues
3/11/2014 Billing/Collection Issues
3/11/2014 Delivery Issues
3/11/2014 Delivery Issues
3/11/2014 Problems with Product/Service
3/11/2014 Delivery Issues
3/11/2014 Advertising/Sales Issues
3/11/2014 Billing/Collection Issues
3/11/2014 Problems with Product/Service
3/8/2014 Billing/Collection Issues
3/8/2014 Delivery Issues
3/6/2014 Problems with Product/Service
2/28/2014 Problems with Product/Service
2/27/2014 Problems with Product/Service
2/27/2014 Delivery Issues
2/27/2014 Problems with Product/Service
2/27/2014 Billing/Collection Issues
2/27/2014 Advertising/Sales Issues
2/25/2014 Problems with Product/Service
2/25/2014 Delivery Issues
2/25/2014 Problems with Product/Service
2/25/2014 Problems with Product/Service
2/25/2014 Delivery Issues
2/21/2014 Problems with Product/Service
2/18/2014 Delivery Issues
2/15/2014 Billing/Collection Issues
2/15/2014 Delivery Issues
2/15/2014 Problems with Product/Service
2/15/2014 Delivery Issues
2/14/2014 Problems with Product/Service
2/13/2014 Problems with Product/Service
2/13/2014 Delivery Issues
2/12/2014 Delivery Issues
2/11/2014 Problems with Product/Service
2/7/2014 Billing/Collection Issues
2/6/2014 Delivery Issues
2/6/2014 Guarantee/Warranty Issues
2/5/2014 Delivery Issues
2/5/2014 Delivery Issues
2/5/2014 Delivery Issues
2/5/2014 Delivery Issues
2/3/2014 Delivery Issues
2/1/2014 Problems with Product/Service
1/31/2014 Delivery Issues
1/30/2014 Delivery Issues
1/30/2014 Problems with Product/Service
1/29/2014 Problems with Product/Service
1/25/2014 Delivery Issues
1/23/2014 Billing/Collection Issues
1/22/2014 Delivery Issues
1/22/2014 Delivery Issues
1/21/2014 Problems with Product/Service
1/21/2014 Billing/Collection Issues
1/17/2014 Problems with Product/Service
1/17/2014 Advertising/Sales Issues
1/17/2014 Problems with Product/Service
1/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I discontinued service with Ferrellgas on 12-10-13. I informed them and called them three times, but they refuse to remove their LP gas tank from my property. Two of their depots are within 15 miles.

Desired Settlement: I would like them to remove their LP gas tank as soon as possible.

1/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have been customers of Ferrellgas for 18 years with a rented tank. Recently we decided to change propane suppliers. We notified Ferrellgas on November 13 of our decision to discontinue service. We have a credit balance of $477.16 which they have held for the past six months. We were told they would refund the money within 4-6 weeks and pick up the tank as well. In late December, I contacted them and was told they would complete everything soon. Another couple of weeks and nothing has been completed. After two more contacts, no response.

Desired Settlement: We would like our money and would like the tank removed. Our contract does not have a provision for a charge for removing the tank.

Business Response:

January 9, 2014

Ms. ***** ******

BBB of Greater KC

Subject:  **** *******

              Complaint ID: *******

Dear Ms. ******:

Our Director of Operations, Mr. *** ******, left a voice message for Mr. ******* today indicating that we would retrieve our equipment within the next week.  We will also process his refund for the credit balance, as well as for any gas that may be remaining in the tank at the time of pick up.   We apologize for this delay.

We appreciate Mr. *******’s many years of patronage to Ferrellgas and appreciate this opportunity to address his concerns. 

Thank you!

Sincerely,

**** M. **********

Paralegal

Cc:       *** ******, Director of Operations

            *** *****, Region Vice President

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

**** *******




















1/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On November 21st I ordered propane to be delivered. I was told t**t we would not receive delivery until December 4th. I questioned this. The money is immediately taken out of our account and I **ve to wait 1 1/2 weeks for delivery. Who does t**t? We are now down to 5% of propane and the day before T**nksgiving. Ferrellgas **s our money we **ve no product. They **ve **d our money for almost a week. When I placed my order I was told t**t my credit sucked. How does this person know t**t there **s not a major financial drain(sickness, cancer, death) in our lives t**t **s **ppened. Also, it was almost 10 yrs ago t**t we became customers. I **ve been trying to talk to a ma***** all morning. **ny, many excuses... Already transferred a phone call to him. So, I wanted to be put on hold. She couldn't do t**t. Second time I called ...I was put on hold (remember she couldn't do t**t before) and now I am told they are behind closed doors. I **ve been hung up on twice. This company **s the worst customer service t**t I **ve ever run into other t**n **** *******. I am also not allowed to know when my delivery is coming. Someone must dispatch the drivers. How can you not know when the truck is going to be at my house? I wanted to go to another company right away, but it will probably take an act of God to get a refund. This company is a sad case for good business.

Desired Settlement: I would like not to be treated like a piece of crap. I would like delivery in at least 2 to 3 days from the time I pay for the service. I would like to be told WHEN my delivery is coming. I don't think this is unreasonable.

Business Response:

December 4, 2013

**. ********* ******

BBB of Greater KC

Subject: ******* and  ***** ******

              Complaint ID:  *******

Dear **. ******:

Our Customer Service ******* contacted **. ****** directly to discuss his concerns; and to apologize for the delay they experienced in receiving a fuel delivery.  **. ****** appreciated the call and advised t**t he will be terminating services with Ferrellgas and choosing another propane supplier.

We will promptly issue a refund to **. & **s. ****** for the funds they paid to Ferrellgas for a delivery t**t did not occur.  Please know t**t our representatives strive to provide excellent customer service, as we know consumers **ve many choices when it comes to choosing a propane supplier. 

T**nk you for bringing **. and **s. ******’ concerns to our attention.   We wish them well. 

Sincerely,

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

Paralegal

Cc:      ***** *******, Director of Operations

            *** ******, Region Vice President

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:



Regards,

***** ******




Yes, they did contact my husband.  Not sure w**t else we could **ve done about the situation.  Now, we are waiting for our refund.  I called the company on Thursday.  They told me t**t I would not get a refund until the company picked up the tank.  So, scheduling the tank for pick up is out of my control.  This company **s **d my money since 11/23/13 and **ve since given us the run around on every call t**t I **ve made  there.  I did talk to the ma*****....Again I **ve to wait another week for my money.  We also **ve a credit which we should be getting.  But, we will most likely not see t**t either with out a fight.  I am sending them a bill for storage on the tank and interest on my money.  This company **s the worst customer service I **ve ever dealt with.  Every phone call is a major fight.  I can't be put on hold to wait for a ma*****.  She puts me on hold.  Every time I **ve called there I can't talk to a ma***** and get hung up on.  I **ve no idea how this company stays in business.
























Business Response:

December 26, 2013

**. ***** ******

BBB of Greater KC

Subject: ******* and ***** ******

              Complaint ID:  *******

Dear **. ******:

Our first written response to **. ******’ consumer complaint was issued on December 4, 2013.  In our reply, we indicated t**t a refund check would be issued to **. ******' promptly.  On December 9, 2013, check no: ******* was mailed to **. ****** at <st1:address w:st="on"><st1:street w:st="on"><st1:address w:st="on">*** ***** ***, <st1:city w:st="on">******* *******, <st1:state w:st="on">** <st1:postalcode w:st="on">*****.   **. ****** should **ve received her refund check by now.     The tank pick up **s been scheduled for 1/2/2014.  Please contact me with any questions or concerns.

T**nk you. 

Sincerely,

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

Paralegal

Cc:      ***** *******, Director of Operations

            *** ******, Region Vice President

            **** ****, Customer Service *******

1/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a leased tank from Ferrell Gas. I scheduled a fuel delivery. The day before my delivery, I checked the gauge, and smelled propane under the lid. (This tank had a previous leak that I notified Ferrell Gas about when I checked my gauge before my last filling. That one was located and repaired.) I notified them about the smell so they could fix it when they filled the tank the next day (which is what they did the last time), but this time they said they couldn't do that, and would need to have a tech to come out immediately, and I would have to turn off my tank.The tech called later to see if I still needed him, also informing me he would not have a filling truck. I told him I still needed the leak investigated, since, one, I was concerned that they wouldn't fill my tank the next day if it wasn't fixed, and two, I still had enough propane to run my furnace on, so I wanted to get my tank turned back on.The tech came out and said he could not find a leak, stating it was normal to smell propane under the lid. But he said he had talked to his manager and was told to bring the filling truck since he was coming out anyways, so he would do the fill that night.Upon looking at my invoice, I find I was charged $350 for an "emergency delivery", and $100 for "service labor". I called to rectify. Eventually, customer service agreed to remove the fabricated "emergency delivery" fee, but would not remove the service labor. They accused me of falsifying an emergency to get propane sooner (even though my delivery was going to be the next day). I tried to show how little sense that scheme would make since the tech SHOULD NOT have even had a filling truck. They said it was more convenient for them to do the fill when the tech came out, and that they would just take me to collections for "bad debt".The tech admitted to smelling propane! Cust service said you should never smell propane, and call if you do. Then the tech manager says it's normal to smell propane, insults me, and says the charge is valid!

Desired Settlement: The technician agreed there was a propane smell under the lid on this previously leaky LEASED equipment. I was told to call if you ever smell propane. That's exactly what I did. The first time there was, in fact, a leak. The second time I was insulted, threatened with collections, and told they would not discuss further. This is ridiculous. Please do the obviously right thing and refund this bogus charge. Also, educate your employees. Should you, or should you not be able to smell propane?!

Business Response:

January 8, 2014

Ms. ***** ******

BBB of Greater KC

Subject:  **** ********

               Complaint ID:  *******

Dear Ms. ******:

The BBB complaint filed by Mr. ******** has been forwarded to the Legal Department for investigation and comment.  I have completed my investigation, talked with relevant field personnel and would like to offer the following response.

Our Director of Operations, Ms. ******** ******, informs me that Mr. ********’s complaint has been resolved.  A service tech was sent to his home again on Friday, January 3 and repaired a very minor leak.  Ms. ****** has also credited the emergency fee appearing on Mr. ********’s account as well as the gas leak charge.  The remaining balance is for gas. 

And lastly, in good faith and for Mr. ********’s inconvenience, we have issued him $30 in Ferrellbucks. 

Thank you for bringing Mr. ********’s concerns to our attention.  We believe this matter has been successfully resolved.

Sincerely,

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

Paralegal

Cc:       ******** ******, Director of Operations

            *** *****, Region Vice President

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that the account of this resolution is inaccurate, but nevertheless, satisfactory to me. 

 
The $457 in punitive and fraudulent charges have been removed. However, the $30 of "Ferrellbucks" was for lost gas resulting from their leak, and not as a gesture of good-will for my inconvenience. I received nothing for inconvenience, nor any type of compensation for having to purchase my own propane leak test equipment to prove that a leak existed. Mrs. ****** did agree to apply the "Ferrellbucks" to my current bill, and waive the $90 "pumping fee" (read: cancellation fee), so that I am free to stop doing business with this dishonest company. And, really, that's the best resolution here.

Regards, 

**** ******** 





















1/7/2014 Billing/Collection Issues
1/6/2014 Billing/Collection Issues
1/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have to discourage others from using Ferrellgas in **nheim. ** experiences with them, as a new customer, attempting to have gas delivered to my new house in Lititz, were atrocious. I called a week before Christmas, to have the tank, which was sold with the house, filled. It was completely empty from the previous owners. At first it was no problem, I paid in full, and they scheduled the delivery for about a week later. It was at this time that I began to have problems. The driver attempted to deliver the gas, without calling, and ended up disconnecting the entire system because of a leak. The leak was the disconnected line, from the removed gas logs, so I could have candles in the fireplace for christmas. The driver did not call, or knock on the door, only left a note saying that they could not deliver because of a leak. After calling the office, and explaining the situation to them, they still refused to deliver gas, unless I had their technician inspect and test the line. Again I explained the situation, and again they refused. So I asked them to just fill the tank, as I never asked them to test the line, and I already had the tank shut off at the valve, and vented the line. They again refused, saying that they couldn't fill THEIR tank, which I own, if my line is leaking. When I informed them that I owned the tank, they argued with me, stating that I couldn't own their tank, and still refusing to fill the tank. Even sending them the sales receipt would not convince them. After several minutes of arguing with them about having the tank filled, I ended up canceling my account with them, and have requested a refund of the charges that they had already placed on my credit card, being the gas that I pre-paid in full for. As of this time, I have not received a refund, and will be taking action with my bank to have the funds returned. This of course is just my experience, your mileage may vary.

Desired Settlement: I would like the charge of $413.48 on my credit card reversed, due to the product not being deliver, at their refusal.

Business Response:

January 2, 2014

BBB of Greater KC

Subject:  **** *******

               Complaint ID:  *******

Dear Sir or **dam:

A review of **. *******’s account reveals that he set up a Ferrellgas account on 12/23/13; he placed a delivery order and made a Pay-in-Advance payment of $413.48.

The fuel order was routed for delivery on 12/26/13.  And, as **. ******* states in his complaint, the gas tank was “completely empty from the previous owners.”   When our driver arrived at **. *******’s residence, he performed a Ferrell **ter leak test, which is standard protocol due to the tank being empty.  The leak check failed; and since the customer was not at home; the LP gas system was “red tagged”, which deems it inoperable due to safety reasons. 

On 12/26/13, **. ******* contacted us inquiring as to why we did not fill the tank; and further indicated there was no leak.  The customer then informs us that he unhooked the gas line, and removed the gas logs so that he could place candles in his fireplace for the holidays.  Our representative informed **. ******* of our safety procedures and further advised him that we would be unable to fill the tank until service is restored and the lines are tested; as this could be an unsafe situation with the possibility of gas remaining in the lines.  For safety reasons, propane consumers are responsible for informing their propane supplier of all work of any nature on any part of their system, and/or related appliances. 

**. ******* was not pleased, and requested a refund.  Our Customer Service **nager contacted him and verified that his credit card was being refunded.  She advised **. ******* again of the safety precautions taken by Ferrellgas, and offered to expedite a service appointment for him; however, **. ******* declined and stated he was not interested in continuing service with Ferrellgas. 

Our Operations **nager contacted **. ******* the following day to explain that a qualified service technician with level 3 training would be required to get his system back in operation; and that the tank was red tagged due to safety concerns.  **. ******* thanked our Operations **nager for the call.  

In conclusion, **. *******’s tank was not filled as his empty container failed a leak test.   Ferrellgas is a leader in the propane industry with numerous award winning safety programs.  We take the safety of our customers and that of the general public very seriously.   We apologize for **. *******’s inconvenience; however, safety was Ferrellgas’ priority in this situation. 

Sincerely,

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

Paralegal

Cc:       ***** *****, Director of Operations

            *** ******, Region Vice President

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

However, there are several inconsistencies in the response. First of all, the tank did not fail a leak test, the line did. The tank is certified, inspected, and in excellent condition. Also, in regards to ferrellgas having excellent safety standards, their technicians made no attempt to notify me of the leak, in apparent direct conflict with the afore mentioned. 
 
In conclusion, I had no problem with the technical service, but the customer service was sadly lacking, until I decided to take my business elsewhere. It was only at this point that anyone at ferrellgas seemed willing to be of assistance. 
Regards,

**** *******




















1/3/2014 Problems with Product/Service
1/2/2014 Billing/Collection Issues
1/1/2014 Problems with Product/Service | Complaint Details Unavailable
1/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Before paying for service, I was told I had a locked in price by two different Fellagas representatives. After hearing complaints from my neighbors about dishonest pricing issues, I went to Ferrellgas to make sure my cost was as I was told. I found out my price varies. I was told it was in my agreement, but I was required by Ferrellgas to pay prior to making an appointment. I didn't get an agreement when I paid. Prior to finding out I was mislead about my cost, I had a problem with my appointment to have a gas tank set. The appointment was changed three times without consulting me on the time nor date. I had to change my time off work three times with my employer which caused inconvenience. Had I not called to confirm my appointments, I would not have known about the updated appointments. After the appointment changed for the third time, I asked to speak with a manager. I was told a manager would call me, I never received that call. After Ferrellgas set the tank, I received a call on a later day from a Ferrellgas technician that he was on the way to set my tank. I told him the tank was already set and the appointment was changed by Ferrellgas.*y landlord has received so many complaints from renters concerning Ferrellgas, they have told Ferrellgas they can no longer provide new service on the property. Ferrellgas has ignored that request and not returned calls from my landlord. I went to the Ferrellgas office which is about 5 minutes from my home. I spoke with ***** *** (Customer Service *anager) about my concerns, my perception is she was making excuses and really didn't care about my concerns. I asked the representative in the front lobby was there a cost to disconnect service. His response was we can schedule a pickup now. I think he was trying to be nasty. The area is having bad weather (ice, snow, cold temperatures) and he is talking about picking up the tank as if I could make other arrangements to stay warm. It takes time to find and receive new service. He is the person that made my initial appointment and they couldn't get to me for about three weeks. I reminded him I asked if there was a cost to disconnect service. I would have liked honesty and disclosure about my rates and cost prior to making a commitment and making my initial payment. This was a bait and switch. Based on my experience as well as the experience of my neighbors, I believe Ferrellgas is intentionally misleading customers.

Desired Settlement: I would like to speak with a Corporate Representative. I would either like the plan that was discussed or I would like to disconnect service without any charge. I'm willing to discuss other options as well.I would like a call from Corporate placed to my landlord. Ferrellgas is about 5 minutes away and one would think the best company to service the neighborhood. With all the issues that customers have experienced, Ferrellgas is no longer an option.

Business Response:

December 16, 2013

*s. ********* ******

BBB of Greater KC

Subject:  ****** *****

               Complaint ID:  *******

Dear *s. ******:

A review of *s. *****’ account reveals that she commenced services with us on October 9, 2013; she leases a 120-gallon above ground propane tank and has chosen “will call” delivery service.

*s. *****’, to date, has not entered into any price agreements; therefore, the price charged to her is a floating price that can vary daily.  As you may know, propane is a commodity that is purchased on the wholesale market from a relatively small number of suppliers.  The wholesale price fluctuates as a result of the price of crude oil, basic principles of supply and demand and various other factors.  As the price of wholesale propane increases and decreases, the retail prices of propane changes.  Although the fluctuations are not precise the retail price roughly tracks the changes in the wholesale market. 

Customer Service *anager, *s. ***** *** has spoken with *****, the campground manager (landlord) where *s. *****’ resides, and there are no unresolved issues concerning Ferrellgas and her tenants.   We apologize for the inconvenience *s. *****’ has experienced in the rescheduling of her tank set.  *s. ***** has been issued three (3) Ferrellbucks for her inconvenience; which she may use towards future deliveries.

In the event *s. *****’ continues to be dissatisfied with the services she receives from our Company, she may choose to terminate services by providing us with ten (10) days notice of her intent.  We would recommend that she utilize any gas remaining in the tank, as it will save her service labor fees for the tank’s pump out.  Tank pick up fees may also apply.  For a listing of our current charges, *s. ***** may refer to the Customer Agreement she received upon commencement of services; or she may view our Customer Agreement online at www.ferrellgas.com 

Thank you for bringing *s. *****’ concerns to our attention. 

Sincerely,

**** *. **********

Paralegal

Cc:      ***** ******, Director of Operations

            ******* *****, Region Vice President

            ***** ***, Customer Service *anager

12/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I recently switched propane companies and the I have contacted Ferrellgas 3 times over the last 5 weeks to come pick up the 500 gallon LP tank we leased from them. The tank has been sitting in our front yard waiting for them to come get. Each time I call the customer service people are very non-committal on when they will be out to pick up the tank. You almost feel they don't really care because your not a customer of theirs anymore. I need help getting them to understand I don't want this tank in my front yard until spring. I need it removed ASAP. I hope you can help. This type of service is exactly why we switched propane providers. Product_Or_Service: Propane Account_Number: ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Ferrellgas comes out and picks up their tank before December 16th.

12/11/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased gas that was not delivered.

Desired Settlement: The company needs to refund the money they accepted for goods they never delivered.

Business Response:

November 25, 2013

**. ********* ******

BBB of Greater KC

Subject:  ****** ** ****

               Complaint ID:  *******

Dear **. ******:

A review of **. ****’s account reveals that he commenced services with us on October 15, 2013, and he leases a 250 gallon tank.    The previous occupant was also a Ferrellgas customer and leased the 250-gallon container from Ferrellgas.  When our former customer notified us that she was moving, the tank was locked off - per her request, as the tank contained 105 gallons of fuel, which was not paid for.       

The funds **. **** paid Ferrellgas represent the gas remaining in the tank when **. **** took possession of the property.    Thank you for bringing **. ****’s concerns to our attention. 

Sincerely,

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

Paralegal

 Cc:     ***** ******, Director of Operations

            *** *****, Region Vice President

12/11/2013 Problems with Product/Service | Complaint Details Unavailable
12/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Problems with product delivery after several contact. Still no product. An initial request was submitted via e-mail on 10/25/2013 (request #*****). Driver never came. Contacted company again via e-mail on 11/4/2013 (request #*****). Decided to contact company via phone to confirm request. Spoke with ****** on 11/4/2013. Informed ****** of the initial order and she gave me a delivery date of Thursday, November 7, 2013. I explained that the date was not acceptable because I had placed my initial order on 10/25/2013. She spoke with a supervisor and informed me that the delivery would take place on 11/5/2013. As of 2:00pm EST, no one had been out to make a delivery of propane. Contacted company again and spoke with ********. She stated that there was no information in the system for a delivery for November 5th. I asked to speak with a supervisor. No supervisor ever called. I would like for them to refund my $49.95 I paid to lock in a price/gallon. No need if they are not going to abide by their contract to deliver when stated.

Desired Settlement: Due to a breach in contract, I would like for them to refund my $49.95 I paid to lock in a reduced price/gallon rate. I think this is only fair due to their inability to abide by the contract and deliver product when they state they would.

Business Response:

November 20, 2013

**. ********* ******

BBB of Greater KC

Subject:  ******** ******

               Complaint ID:  *******

Dear **. ******:

Our ******** ******* *******, *** ******, contacted **. ****** directly and apologized for the delivery issues she has recently experienced.  The $49.95 fee paid by **. ****** will be credited to her account, as she requested.  In the event **. ****** should have any future issues or concerns, she was advised to contact *r. ****** directly.

**. ******’ delivery was completed on November 8.  Thank you for bringing **. ******’ concerns to our attention.  We appreciate her past patronage and look forward to providing her family with quality LP gas sales and service in the future.

Sincerely,

**** *. **********

Paralegal

Cc:      **** *******, ******** of **********

            ***** ******, ****** **** *********

            *** ******, ******** ******* *******

12/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: *y husband maintained an account with them since 1982. Back in 2010 we had to wait over two years for them to remove their tank. During this time we were billed the monthly fee which accumulated to over $200. He stopped by their location several times and spoke to the manager. End result we had to get our attorney to contact their main corporate office. It took six months for them to credit the billing error.We currently contacted them to fill our in ground tank and was told by the first person the cost will be $2.06 per gallon with a min of 100. After checking with other companies I contacted them and was quoted a higher price and a min of 125 gallons. Requested the manager "*****" to please call. Then kept getting voice mail to leave a message and told by other employees she was "out to lunch". The question I wanted addressed with her was the min gallons due to the fact I wanted less not 100 gallons. I only use it for cooking and the on demand water heaters I also did not like the price variance between calls and the arbitrary minimum.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want an explanation of their floating policies and why they cannot agree on price from customer to customer.

Business Response:

November 18, 2013

**. ********* ******

BBB of Greater KC

Subject:  ****** ***

              Complaint ID:  *******

Dear **. ******:

A review of **. ***’s complaint indicates that she owns her propane equipment; was recently shopping for a competitive price per gallon; and was provided with two separate price quotes from our Company. 

Without knowing the full details of her request, it is likely that **. ***’s inquires were performed on different dates, due to the fluctuation in the quotes she received.  Propane is a commodity that is purchased on the wholesale market from a relatively small number of suppliers.  The wholesale price fluctuates as a result of the price of crude oil, basic principles of supply and demand and various other factors.   Although the fluctuations are not precise the retail price roughly tracks the changes in the wholesale market.  For these reasons, propane pricing can vary daily.

In regards to minimum fills:  Ferrellgas does offer partial tank fills; however, we can require a minimum fill amount that is reasonable in light of the size and location of the customer’s tank and the amount of fuel a customer has agreed to purchase.  We would need to know the size of the tank in order to quote a minimum fill amount. 

As a COT (customer owned tank) customer, **. *** has the freedom to purchase fuel from the supplier of her choice. And as she may know, each propane company has its own pricing practices.  Some have additional charges for service and delivery or other fees that the customer incurs. 

Pricing structures also vary based upon many factors, including but not limited to:  Is the customer COT, or do they lease a tank?  Is fuel utilized for home heating or for smaller needs such as clothes drying or cooking?  Has the customer entered into a Pricing Agreement?  Larger volume fuel purchases vs. small quantities.  Was the fuel purchased in the summer months when demand and pricing is lower?  Or in winter months, when supply and demand increases and pricing is historically higher.   

I am hopeful **. *** finds this information helpful when shopping for LP gas in the future.    For specific questions about minimum fill requirements and pricing, **. *** may contact the Olive Branch service center at ###-###-####. 

Thank you.

Sincerely,

**** *. **********

Paralegal

Cc:       **** *********, ******** of **********

            *** **********, ****** **** *********

 

 

12/4/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On Wed the 27th of Nov we had our order released they received there money $450.00 for 200 gal propane there office contacted us at 3 pm saying we would receive our propane Friday or Monday well Friday I got home no propane so I called again we had been told them it would be getting it today well low in behold I received a call from another office stating that we would not be getting our propane till Friday maybe cause they cant make a special trip for us!We are paying customers we have 2 small children in the home we have no propane and have been out since wed and all ***** and the other ladies tell me is that theres nothing they can do sorry!Well there is something someone can do!!Its getting ready to get colder and I want my propane !We have contacted other companys but they have no tanks or it is going to be week we don't have weeks !We should not be treated like this !We were told they had a 3 day delivery span well im on 7!!

Desired Settlement: I want my propane today and I feel as we have been treated unfairly!!

12/3/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: This complaint is in regards to a gurantee issue I have with Ferrell Gas. I purchased and had delivered a fill of propane gas in my underground tank in January 2013. After this fill up, my gas logs pilot light wouldn't stay on? I called in to Monessan Hearth Systems and they indicated I needed to take it to a local service dealer for filter cleaning and new pilot assemble in which I did by taking a day off of work to do so. After arriving at the service dealer, it was seen that this set didn't need cleaning or repair. After arriving homw and reinstalling my log set they continued to do the same thing. I then called Ferrell Gas in 40391 and they indicated that they couldn't come out for another 3-4 days and so I called Clark Propane Plus and they came the same day. There was 2 people from Clark Propane Plus that came as they wrote a detailed report on their findings as well as they had to change out my regulator that wasn't even 2 years old. Their findings stated there was alot of H20 in the tank. I immediately called and spoke with Clint Hall out of 40391 and he told me that instead of paying Clark Propane Plus's bill he would reimburse me the total along with giving me 4 tanks of propane as needed. As the time come for me to need gas it was then Ferrell Gas said they couldn't reach my tank?? Well, now I have been speaking to Trent Hampton with whom will not return any phone calls or emails to me. I have forwarded Trent a copy of the findings from Clark Propane Plus and I feel I have done everything that has been asked of me but I'm getting no where.

Desired Settlement: I want what was originally promised to me as this was 4 tank fill ups along with reimbursement for the Clark Propane Plus bill that was paid by myself. I also want reimbursement for the services I received for my gas logs that wasn't even needed. I also took off of work two days dealing with this. I expect nothing less than $2000.00 and I will be forever done with Ferrell Gas. Thank-you.

11/29/2013 Problems with Product/Service
11/22/2013 Problems with Product/Service
11/20/2013 Problems with Product/Service
11/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We changed propane gas providers at a rental in Bloomington in July and have made repeated calls to Ferrellgas to remove their tank, which is in an alley and in the way of a neighbor who needs that space to get out of his driveway. We have called at least ten times only to be given a date that the tank will be picked up....that date comes and goes and when we call, they NOW have it listed for the NEXT week. This has gone on since July 3, 2013. The neighbors have complained repeatedly to us and have threatened to call the County Highway Department to drag it away. Nothing motivates Ferrellgas to move it. It is easy to see why we changed providers!

Desired Settlement: MOVE THE TANK IMMEDIATELY!

Business Response:

October 29, 2013

Ms. ********* ******

BBB of Greater KC

Subject:  **** ***** ****

               BBB Complaint ID:  *******

Dear Ms. ******:

We are pleased to report that our leased propane container was successfully removed on October 24, 2013.  There will be no charge for the service labor related to the tank’s removal, due to the delay Ms. *****-**** has experienced.

There is a credit on her account in the amount of $96.78.  A refund check will be processed and mailed to Ms. *****-**** within the next few weeks.  Thank you for bringing this matter to our attention.  We believe Ms. *****-**** will be pleased with this resolution.

Sincerely,

**** *. **********

Paralegal

Cc:       ***** ******, Director Operations

            ****** *****, Region Vice President

11/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have done business with Ferrell gas for over four years and recently decided to go with another gas company. I called and requested a tank pickup and refund for the gas purchased gas that was still in the tank. Ferrell gas decides to charge me all sorts of charges to pick up my tank which took 30 days to do, and then charge me fees to pump the tank which is not in any of my contract papers. There doing everything possible to depleet my refund which should be $400+ for the full tank of gas I bought. But now is looking more like $250 after all these ridiculous charges. I don't feel these charges are fair and they do as they want without notifying their customers.

Desired Settlement: I want my full refund that is owed to me for the full tank of gas. I was not told nor was it in my paperwork of any charges to pickup or pump the tank. If they change their policies they should be made to contact all their customers of such changes.

Business Response:

October 24, 2013

Ms. ********* ******

BBB of Greater KC

Subject:  **** *. *******

               Complaint ID:  *******

Dear Ms. ******:

A review of Mr. *******’s Ferrellgas account reveals that he commenced services with Ferrellgas on February 9, 2010 and leased his LP gas equipment.  As a residential customer, Mr. ******* is a party to our Master Agreement for Propane Sales and Equipment Rental.  Our Agreement states the following in regards to termination of service and refunds.

V.  GENERAL TERMS APPLICABLE TO ALL SERVICES

5.  Effect of Termination:    If Service is terminated, in addition to any other remedy we may have, we may adjust or disconnect the equipment to stop withdrawal of propane from any tank; pick up any rented equipment and repossess and dispose of any Propane left in the tank.  You will be charged a “tank pick up charge” and other applicable charges as set forth on the Current Charges List as in effect at the time of termination.  You may be entitled to a credit or refund for the propane which remains in the tank, subject to tank pump out and pick up charges and other charges specified in the Current Charges List….the refund will be applicable only to propane that we resell and the refund shall be based on the lower of the price at which you purchased the propane or the current market price for the propane at the time we take possession of the propane. 

The fees charged for removal and/or pump out of the leased equipment are outlined in our Agreement, and our Customer Service Specialists explained the charges to Mr. ******* on September 16, 2013 when he contacted us to terminate service.    To avoid being charged a pump out fee, customers may choose to utilize the gas in the tank, and contact us when the tank is empty. 

The refund Mr. ******* will receive is based on our refund policy, as stated above; less service fees for the removal and pump out of the LP gas equipment. 

Thank you for bringing Mr. *******’s concerns to our attention.  We appreciate his past patronage.

Sincerely,

**** *. **********

Paralegal

Cc:      **** *******, General Manager

            ***** ******, Region Vice President

11/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After being a customer of Ferrell Gas for 2-3 years, I switched gascompanies because of a .30 increase. When contacted about the switch, Iwas informed by Ferrell that I would be charged a $85 pick up fee for them to pick up their tank. I have paid a annual rental fee so why do I now have to pay for them picking up THEIR tank. However, today I received another call saying that I would also be charged another $85 fee for them to pump the gas out of the tank once they pick it up. I was expecting a $188 refund - $85 pick up fee; however, now I am being charged $170 because I switched companies and still had 80 gallons of gas in the tank. This fee now consumes any refund that was due to me. I have paid for the gas in the tank once and now am being charge for them to take the gas back. I am sure the gas will be sold to another customer; therefore, I need to know why I am being double charged. This is outrageous. No where in my contract does it state the pick up nor removal of gas fee.

Desired Settlement: I would like a full refund for the gas left in the tank. 80 gallons at $2.39 gallon - $191.20. Also after reading other complaints, I would like them to pick up this tank soon. It has been since October 1, 2013 that I switched and the tank was moved closer to the drive for easy access when picking up.

Business Response:

October 23, 2013

Ms. ********* ******

BBB of Greater KC

Subject:  ******** *. ****

              Complaint ID:  *******

Dear Ms. ******:

A review of Ms. ****’ Ferrellgas account reveals that she commenced services with us on October 13, 2007 and leased her LP gas equipment.  As a residential customer, Ms. **** is a party to our Master Agreement for Propane Safety and Equipment Rental.  Our Agreement states the following in regards to termination of service and refunds:

V.  GENERAL TERMS APPLICABLE TO ALL SERVICES

5.  Effect of Termination:    If Service is terminated, in addition to any other remedy we may have, we may adjust or disconnect the equipment to stop withdrawal of propane from any tank; pick up any rented equipment and repossess and dispose of any Propane left in the tank.  You will be charged a “tank pick up charge” and other applicable charges as set forth on the Current Charges List as in effect at the time of termination.  You may be entitled to a credit or refund for the propane which remains in the tank, subject to tank pump out and pick up charges and other charges specified in the Current Charges List….the refund will be applicable only to propane that we resell and the refund shall be based on the lower of the price at which you purchased the propane or the current market price for the propane at the time we take possession of the propane. 

The fees charged for removal and/or pump out of the leased equipment are outlined in our Agreement, and our Customer Service Specialists explain the charges to the customer when they contact us to terminate service.    To avoid being charged a pump out fee, customers may choose to utilize the gas in the tank, and contact us when the tank is empty. 

The refund Ms. ****’ will receive is based on our refund policy, as stated above; less service fees for the removal and pump out of the LP gas equipment. 

Thank you for bringing Ms. ****’ concerns to our attention.  We appreciate her past patronage.

Sincerely,

**** *. **********

Paralegal

Cc:      **** *******,  General Manager

            ***** ******, Region Vice President

11/7/2013 Problems with Product/Service | Complaint Details Unavailable
10/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Received a gas tank with a defective valve and contacted them more than once and never got a response. Purchased a Bluerhino tank of propane. When it was opened the valve would not shut off. Contacted Bluerhino multiple times and never got a response,

Desired Settlement: Full refund plus replace tank, This is also a safety issue,

Business Response:

October 11, 2013

Ms. ****** *******

BBB of Greater Kansas City

Subject:  **** *****

               Complaint ID:  *******

Dear Ms. *******:

The Blue Rhino claims department has tried to reach Mr. ***** to discuss his claim and complaint; however, the telephone number provided on his complaint is not a working phone number.  The recording states “this number has not been assigned”.  Mr. ***** may contact the Blue Rhino’s claims department directly at ###-###-####.  His claim has been assigned the following reference number 608619.   A final notice letter was mailed to him on 10/7/2013 at the address provided in his complaint. 

Thank you.

Sincerely,

**** *. **********

Paralegal

10/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 09/19/2013 I called Ferrelgas to have them remove our propane tank that we leased from them.Ferrell gas said it would be picked up the following week,the tank was not picked up.I called again and I was told the tank would be picked up on 10/04/2013,it was not picked up.So I called again and I was told the tank would be picked up the next week on tues.or thurs. it was not picked up again,so I called again on 10/17/2013 the day Ferrellgas promissed the tank would be taken. Ferrellgas told me they were to busy.I had informed Ferrellgas on every call I had work to do in that area of my house and could not prceed until the tank was removed.On 10/17 I was promissed again the tank would be picked up the next day on 10/18,it was not. I hope you can help.I have no other recourse.****&****** ******

Desired Settlement: Have The Propane tank removed

Business Response:

October 23, 2013

Ms. ********* ******

BBB of Greater KC

Subject:  **** *. ******

              Complaint ID:  *******

Dear Ms. ******:

The BBB complaint filed by Mr. ****** has been forwarded to the Legal Department for investigation and comment.  I have completed my investigation, talked with relevant field personnel and would like to offer the following response.

Unfortunately, Mr. ******’ request for a tank pick up was not handled in a timely or efficient manner, for which we apologize.  Our preferred business practice is to provide our customer with a date when the tank pick up will occur.  This was not done; the order was entered but not scheduled correctly. 

We are pleased to report that our propane tank was removed from Mr. ******’ property on Monday, October 21.  There was 30% fuel remaining in the tank at the time of pickup.  We will process a refund check for Mr. ****** representing the gas in the tank, per the terms of our company’s refund policy.  Our Director of Operations, **** ********, has waived our standard tank pick up fee due to the delay in retrieving our equipment. 

Thank you for bringing Mr. ******’ concerns to our attention. We appreciate his past patronage and wish him well in the future.  Please contact me if you have questions.

Sincerely,

**** *. **********

Paralegal

Cc:      **** ********, Director Operations

            *** ******, *egion Vice President

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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


Thankyou for you fast action regarding my problem.Everything has been resolved.      Thanks Again, **** ******

 Regards,

**** ******




















10/19/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered 200 gallons of propane on Feb 2 and paid for it to be delivered, the delivery person put in to much propane, additional $529.12 of propane. I started getting bills for the overage. I call the corporate office at ###-###-#### about the overage and was told I was to pay this amount or they would send this bill to collections. When I refused to pay the overage, they came on my property, May 20, 2013 without my permission and took out the propane and charged me $81.00 fee. I am a senior citizen and can't afford these fees, I ordered propane and paid for it in good faith that I wouldn't be ripped off. Never again!!!!

Desired Settlement: Stop sending me the bill for $81.00. I will never use Ferrellgas again!!!!

Business Response:

October 4, 2013

Ms. ****** *******

BBB of Greater KC

Subject:  ****** *. ******

               Complaint ID:  *******

Dear Ms. *******:

Our Director of Operations, Mr. ***** *******, has removed the $81.00 charge from Ms. ******’s Ferrellgas account.  We apologize for the error made in delivering more fuel than requested. 

Please be advised that Ferrellgas is the only Company authorized to place fuel in Ms. ******’s leased propane equipment; as we are the owner of the tank.  We appreciate Ms. ******’s past patronage; however, she indicates in her complaint that she no longer wishes to do business with Ferrellgas.    If this is the case, Ms. ****** will need to provide us with a ten day notice of her intent to terminate.  

Thank you for bringing Ms. ******’s concerns to our attention.  Based upon the above, we believe this matter has been successfully resolved.

Sincerely,

**** *. **********

Paralegal

Cc:      ***** *******, Director of Operations

            *** ******, Region Vice President

 

10/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been leasing a propane tank for home heating from Ferrellgas for a number of years, but Ive had some negative experience with them this past year and decided to change providers. I called them on August 1 to request that the company remove their tank, and was told that this would happen the last week of August first week of September, and that this couldnt happen any earlier because all of their employees would be busy with the state fair. I called again two weeks later to confirm that this was still the schedule, and the customer service rep assured me that the work order was in their system, and the tank would be removed the last week of August or first week of September. The tank was not removed as promised, although I did not receive any contact from Ferrellgas saying there was a schedule change. I followed up on this again and was told this time that there was an unforeseen family emergency at the company and therefore the tank removal is now scheduled for September 19, seven weeks after my first phone call. When I pointed out that the family emergency did not explain the delays I have encountered thus far, I was assured that the family emergency did exist in August as well. Really? Since I do not have room in my yard to go ahead and install an additional tank from another company, the Ferrellgas delays and excuses are preventing me from being able to purchase propane heating fuel from the provider of my choice at the lowest pre-season price, so this is costing me money and infringing on my right to do business with the company of my choice. Is this legal? Since Ive been researching this issue, I found there are a number of complaints about this very issue with the Better Business Bureau of Indiana, and I know people who have spent months trying to get a tank removed. Why is this being allowed to continue? I have absolutely no confidence that the tank will be removed September 19 as promised and I will be completely out of propane by then.

Desired Settlement: I want the tank removed from my property this week, supposedly this service is only performed on Thursdays, so that would be September 12.

Business Response:

Original response submitted by Ferrellgas on September 12, 2013

 

 

September 12, 2013

Ms. Lauren *******

BBB of Greater KC

Subject:  *** ***** ******

               Complaint ID:  *******

Dear Ms. *******:

Our LP gas equipment was removed from Ms. ******’s property on September 10, 2013.  There was 150 gallons of fuel remaining in the tank at the time of pick up.  Ms. ****** will receive a credit in the amount of $288.74 for the gas.  She should receive her refund in approximately 3-4 weeks.

We did not charge Ms. ****** our usual and customary pick up and pump out fees due to the delay in retrieving our equipment.  We appreciate Ms. ******’s many years of patronage and apologize for the delay in removing our equipment.  Thank you for bringing Ms. ******’s concerns to our attention.

Sincerely,

**** *. **********

Paralegal

Cc:       **** *******, General Manager

            ****** *****, Region Vice President

 

10/17/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was a Ferrell Gas customer for years. I always paid them in advance for propane delivery. During my time as a customer my propane tank, which I owned, became unusable. Ferrell Gas offered me a tank free of charge as long as I was their customer. About 10 months after taking delivery of their tank (and giving them my unusable tank for no charge) they sent me an invoice for an annual tank rental fee. Of course I disputed this fee, but they insisted that I pay it. The last order of gas I received from Ferrell Gas was paid in advance via credit card (as their policy requires). After receiving the delivery of gas I received an invoice with an additional fee. I disputed this fee with them as a typical bait-and-switch tactic with to no avail.Upon selling my house on July 3rd, 2012 I immediately called Ferrell Gas to let them know to cancel my account and come pick up the tank. The person I was speaking with told me I had an existing balance (from the unwarranted tank rental fee and extra fee after paying for gas delivery in advance). I told the customer service person that there was plenty of propane still in the tank, and she told me that my account would be credited for the amount of propane they reclaim.Since then I have received dozens of bills and harassing phone calls from Ferrell Gas demanding their money. THEY HAVE NOT PICKED UP THE TANK AFTER NEARLY 15 MONTHS, even after repeated requests to do so. The current owner have used what propane was remaining in the tank and are using another company with Ferrell Gas's tank on the property. This could have all been avoided had Ferrell Gas simply picked up the tank and credited my account with the reclaimed propane. This is no longer a possibility because of their negligence. They continue to send bills and call with requests for payment. Each time I ask if they have picked up the tank (which they have not) and request they do. I will not let this affect my credit or go to collections.

Desired Settlement: I simply want Ferrell Gas to clear out the bogus amount sue on my account, pick up their property, and stop harassing me for money I do not owe them.

Business Response:

 

 

2nd response submitted 10/15/2013  / original response submitted 10/11/2013 - please see below.

 

 

October 11, 2013

Ms. ****** *******

BBB of Greater KC

Subject:  ***** ******* *****

               Complaint ID:  *******

Dear Ms. *******:

A review of Mr. *****’s Ferrellgas account reveals that his account was not correctly “flagged” to prompt a tank pick up order.  We apologize for the error.  Our Director of Operations has agreed to remove the balance appearing on Mr. *****’s account.  If he should receive a subsequent billing statement, he may disregard as this would reflect that the statement was mailed prior to his account being adjusted.

Our <st1:place w:st="on"><st1:placename w:st="on">Dallas <st1:placename w:st="on">Service <st1:placetype w:st="on">Center is in the process of getting in touch with the new homeowners to determine if they would like to retain our services, or have us remove the tank.

We appreciate Mr. *****’s past patronage.  Thank you for bringing his concerns to our attention.

Sincerely,

**** *. **********

Paralegal

Cc:      ***** *********, Director of Operations

            ***** ******, Region Vice President

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***** *****




















10/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have only been in our home for 1 yr. We have Ferrellgas for our propane heat, we were on a budget plan. We paid them every month our budgeted amount. Turns out we had to pay all summer on it too, not a problem, trying to get the bill down . But now that it is closer to winter we had them fill us up - cheaper if you fill up in July - supposedly. They sent us the bill, of course prices are up , but we are assuming we are still on a budget plan. We received our bill for September and now Ferrellgas is stating that our budget amount has gone up 3 X's the amount we were paying a month. We went from $75.00 a month to now they are saying we have to pay $272.15 a month ! Or we have to come up with the $1,475.88 we owe them. We have called them and explained that it is not possible for us to pay that amount , we can possibly pay $100.00 - 150.00 a month , but we simply can not afford to pay what they are asking a month. They won't work with us , they want their money -all of it now or what they have budgeted us out at . This is totally unfair business practice, and inconsiderate on there part , we have always paid them , you would think they would work with us being we have paid our bill every month. Now we are facing being in debt even more and finding a new propane company . What are we suppose to do freeze all winter or starve to have a little heat ?

Desired Settlement: Just want them to work with us , with the way the economy is everyone is struggling to make ends meat. Take what we can afford - we are on a budget too. All the bills keep going up ,but our pay checks aren't. What do these businesses expect ? If we end up dropping them - it will be even longer before they get paid off. We have to have heat this winter.

Business Response:

September 30, 2013

Ms. ****** *******

BBB of Greater <st1:city w:st="on"><st1:place w:st="on">Kansas City

Subject:  **** *******

               Complaint ID:  *******

Dear Ms. *******:

A review of Mr. *******’ account reveals that he commenced services with us in August 2012; he leases a 500 gallon LP gas tank; and has chosen “will call” delivery service; which means we will not deliver propane until our customer requests a delivery.     Mr. ******* has also chosen to be on our Budget Billing Program.    

The Ferrellgas Budget Billing program spreads a customer’s annual propane costs over a set period of 9-12 months.  Annual propane usage is divided into monthly payments; monthly payments are subject to change due to usage and/or pricing and are based on the previous 12 or 24 months of propane usage.  Payment levels are reviewed semi-annually and annually. 

Since the ******* were new customers in August 2012, we had no consumption history to go on; therefore, their usage was estimated.   Unfortunately, the estimate was low as the *******’ usage exceeded the forecasted estimate.  As a “will call” customer, Mr. ******* requested four (4) fuel deliveries over the past year, the deliveries received are as follows:

Delivery Date

Gallons Delivered

August 2012

300 gallons

December 2012

314 gallons

February 2013

200 gallons

July 2013

360 gallons

Total:

1174 gallons

Mr. *******’ current Budget Billing balance is $1,338.72.  Ideally,  Budget Bill customer balances should be close to zero going into the Winter heating season.   The *******’ account was recently reviewed and the new monthly payment amount is based upon actual usage; whereas the original monthly payment amount was based on estimated use. 

Our local office is in communication with the *******.  We are hopeful that they can remain on the Budget Billing Program; however, making timely payments is very important on this plan.  If a customer should fail to make timely monthly payments and any portion of the past due amount falls into 60-days, the customer will be removed from the Budget Billing Program.  As long as a customer makes up the missed payments before being removed, they will be allowed to remain on the Budget Billing Program.

Thank you for bringing Mr. *******’ concerns to our attention.

Sincerely,

**** *. **********

Paralegal

Cc:       ***** ******, Director of Operations

            *** *****, Region Vice President

10/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When we bought our house 5 months ago, we had a Ferrellgas propane tank and account set up because that was who the previous owners used. The tank had been placed in a terrible spot by previous owners and we inquired about getting the tank moved and how much it would be. It literally took 7 phone calls and 4 weeks to get an answer on that question. Every time I called, no one knew the answer or said someone would call me back to which they never did. The customer service was so poor that we decided to switch companies entirely. We now have an account with **** *** & **** and we called Ferrellgas 3 weeks ago to have them remove their tank. The day finally came when they were supposed to remove their tank and alas, it was never removed. I called them and they said they cancelled the removal because the tank was at 20% and they couldn't move it without pumping it. They then told me I needed to wait another 3 weeks for someone to pump it and remove it. I asked why no one asked me 3 weeks ago what level t was at and they just said "Sorry!" We are expecting a credit for the propane left in the tank to help cover the cost of our new propane from **** *** and ****. I was told yesterday that a manager would call me and no one did. I called them again today and they said the manager was traveling. I have never been more frustrated by any other company. Their level of service is horrific and I would never recommend them to anyone.

Desired Settlement: We just want our credit for the propane in our tank and want the tank removed immediately.

Business Response:

October 8, 2013

*s. ****** *******

BBB of Greater <st1:city w:st="on"><st1:place w:st="on">Kansas City

Subject:  ****** *****

               Complaint ID:  *******

Dear *s. *******:

We have reviewed *s. *****’ complaint and are sorry to learn that she is not satisfied with the customer service received from Ferrellgas.  Our representatives strive to provide excellent customer service, as we realize consumers have many choices when it comes to picking a propane supplier.

The leased propane tank is scheduled to be removed today, October 8, 2013.  *s. ***** indicates there is gas remaining in the tank; therefore, the gas will be pumped out and she will be issued a refund, representing the gas in the tank, less any applicable service charges.  Refunds take approximately 3 -4 weeks to process. 

Thank you for bringing *s. *****’ concerns to our attention.    Please contact me if you have questions.

Sincerely,

**** *. **********

Paralegal

Cc:       ***** *******, Director – Operations

            *** ******, Region Vice President

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because the tank is still sitting in my yard.  This is now the 2nd time that someone from your company has told me that they were coming out to remove the tank and nothing has happened.  I will say that a manager did call me yesterday after a week of calls to your company and told me he would try and expedite our refund.  At this point, I do not think we should be charged for any service fees for the removal of the tank.  It has been over a month that we called your company and asked you to remove it.  I never received a phone call regarding any pick-up today.  The communication from your company has been horrendous.  I would like to have someone call me with a date of pick-up and I would like our refund expedited. 


Regards,

****** *****





























Business Response:

October 10, 2013

Ms. ****** *******

BBB of Greater <st1:city w:st="on"><st1:place w:st="on">Kansas City

Subject:  ****** *****

               Complaint ID:  *******

Dear Ms. *******:

We have had to reschedule Ms. *****’ tank removal and pump out – which is now set for October 14, 2013 between the hours of 1pm-4pm.  We once again apologize for the delay.    Our local office is contacting Ms. ***** regarding the new date and time.

Thank you.

Sincerely,

**** M. **********

Paralegal

Cc:       ***** *******, Director – Operations

            *** ******, Region Vice President

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because the service fee was not addressed in the response.  As I mentioned, I do not feel that we should be responsible for any service fees since we have had 2 service appointments where nothing has happened.  I will accept your response once the tank has been actually removed and the service fee addressed.  Thank you.



Regards,

****** *****





























10/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had FerrellGas for many years of service to deliver my propane. As a single parent being on a budget is important to me. I had a contract with FerrellGas which ran out in April o 2013. I was never notified of the contract ending and I had been told when I signed up that I would be notified of my contract ending. I did never received any paperwork about the contract ending. Also, I was told (when talking initially to the agent before signing a contract), that IF I were under budget I would be notified of my payment having to go up to cover my costs...I was never notified of that either. To my dismay, I was paying over .30 above my contract amount AND I was underpaying. So, at the end of the summer, August 2013 I decided to go with a different propane vendor. FerrellGas came and picked up my 75% Full tank on or about August 14, 2013. The gentleman that picked up the tank informed me I would get my refund check for the tank within one to two weeks. It now has been 4 weeks and I still have not received my refund check. I think it is poor customer service from the beginning and feel that since I am a good paying customer, and paid on time, I should be entitled to a fairly quick refund. I had called customer service approximately four times prior and they always said the check was processed. I am entitled to over $700.00 and find it unacceptable to get no where with this company.Thank you for your time,****** M. ******5371 Fairlane Rd.Homer, NY 13077

Desired Settlement: I would like to get my full refund for my propane WITH INTEREST. I find it only fair that it has been four weeks of me waiting for it. I am a good customer that has paid on time. I know company's tack on a fee for late payment, why aren't I entitled to the same?

Business Response:

September 23, 2013

Ms. ****** *******

BBB of Greater KC

Subject:  ****** ***** ******

               Complaint ID:  *******

Dear Ms. *******:

A review of Ms. ******’s account reveals that she commenced services with Ferrellgas on August 12, 2009 and leased her propane equipment.   Ms. ****** also chose to enter into a Pricing Agreement with our Company.  Such contracts clearly state the term, including the date the agreement ends.  If a customer should have questions regarding their pricing agreement, they may contact us and we’ll be happy to answer any questions, although it is not our practice to notify customers when their agreement ends.

Ms. ******’s refund check was issued in the amount of $782.55 and was sent via overnight mail to her on or about September 13, 2013.  Refunds are processed timely, and generally take 3 to 4 weeks following the tank pick up and pump out.  Ms. ******’s check was issued and sent to her within this time frame.

Based upon the above, we believe Ms. ******’s consumer complaint has been successfully resolved.  Thank you for bringing Ms. ******’s concerns to our attention. 

Sincerely,

**** *. **********

Paralegal

Cc:       ***** *******, Director of Operations

            *** ******, Region Vice President


Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

3 Customer Reviews on Ferrellgas
Positive Experience (0 reviews)
Neutral Experience (0 reviews)
Fusion Chart
Fusion Chart