This Business is not BBB accredited

Ferrellgas

Find a Location

Phone: (888) 337-7355 View Additional Phone Numbers 7500 College Blvd Ste 1000, Overland Park, KS 66210 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:

  • Failure to respond to 3 complaint(s) filed against business
  • 8 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


Customer Complaints Summary Read complaint details

263 complaints closed with BBB in last 3 years | 104 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 66
Delivery Issues 42
Guarantee/Warranty Issues 4
Problems with Product/Service 146
Total Closed Complaints 263

Customer Reviews Summary Read customer reviews

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

Additional Information

top
BBB file opened: August 01, 2005 Business started: 01/01/1939 in KS Business started locally: 01/01/1939 Business incorporated: 06/14/2005 in KS
Type of Entity

Limited Partnership (LP)

Business Management
Ms. Erin Strickland, Contact Mr. Steve Wambold, CEO
Contact Information
Principal: Ms. Erin Strickland, Contact
Principal: Mr. Steve Wambold, CEO
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
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

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    1202 E Patrick St

    Frederick, MD 21701

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    3601 Francis Scott Key Hwy

    Taneytown, MD 21787

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    457 South Washington st

    Carthage, NY 13619

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    2390 State Highway 67

    Johnstown, NY 12095

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    2092 Water Street

    Ovid, NY 14521

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    PO Box 247

    Ovid, NY 14521

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    655 Ellicott St

    Batavia, NY 14020

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    2150 Lockport Road

    Niagara Falls, NY 14304

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    5859 State Rt 31

    Verona, NY 13478

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    PO Box 260

    Johnstown, NY 12095

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    1026 Mercer Road

    Franklin, PA 16323

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    10330 W Main St

    North East, PA 16428

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    11466 St. Hwy. 618

    Conneaut Lake, PA 16316

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    1806 Broad St Ext

    Greensburg, PA 15601

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    300 Cedar Ridge DrSte 307

    Pittsburgh, PA 15205

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    983 Perry Hwy.

    Harmony, PA 16037

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    Box 199

    Home , PA 15747

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    Old Rte. 119

    Indiana, PA 15701

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    PO Box 95

    Conneaut Lake, PA 16316

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    419 Main St.PO Box 453

    Three Bridges, NJ 08887

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    13 Doe Run Road

    Manheim, PA 17545

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    P.O. Box 37

    Manheim, PA 17545

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    762 B US Highway 250 East

    Ashland, OH 44805

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    54 WINFIELD RD

    ST ALBANS, WV 25177

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    PO BOX 1811

    BECKLEY, WV 25802

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    350 ROGER ST

    PRINCETON, WV 24740

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    100002 ST RT 21 NW

    STRASBURG, OH 44680

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    201 23RD ST

    KENOVA, WV 25530

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    315 E CHURCH ST

    BARNESVILLE, OH 43713

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    PO BOX 399

    BARNESVILLE, OH 43713

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    1047 State Route 42 South

    Lebanon, OH 45036

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    121 State Route 41 North

    Greenfield, OH 45123

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    1553 DEERWOODS DR

    MILFORD, OH 45150

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    550 S. Buckeye St.

    Osgood, IN 47037

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    6066 Branch Hill Guinea Pike

    Milford, OH 45150

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    8239 State Road 588

    Gallipolis, OH 45631

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    2000 Bethel Rd # 1

    Columbus, OH 43220

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    451 National Rd SE

    Hebron, OH 43025

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    10332 State Road

    Millington, MI 48746

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    2541 West M-61

    Gladwin, MI 48624

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    3223 US Highway 23 S

    Alpena, MI 49707

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    3950 Ann Arbor Road

    Jackson, MI 49202

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    5541 Lapeer Road

    Smiths Creek, MI 48074

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    7777 Old M-78

    East Lansing, MI 48823

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    8274 Silver Lake Road

    Linden, MI 48451

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    1103 North Saginaw Street

    Durand, MI 48429

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    390 Lake Nepessing Rd

    Lapeer, MI 48446

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    PO BOX 367

    West Branch, MI 48661

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    645 E. Highland Road

    Howell, MI 48843

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    15325 M-1295

    Sault Sainte Marie, MI 49783

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    7038 Westside Saginaw

    Bay City, MI 48706

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    10332 S State Rd.

    Millington, MI 48746

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    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

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    11867 Lincoln Hwy

    Plymouth, IN 46563

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    168 Roost Ave

    Holland, MI 49424

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    23125 M 60

    Cassopolis, MI 49031

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    4981 M 115

    Cadillac, MI 49601

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    6472 S. Straits Hwy

    Indian River, MI 49749

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    8767 Shaver Rd

    Portage, MI 49024

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    1750 W. Epler Avenue

    Indianapolis, IN 46217

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    2441 Arrow Avenue

    Anderson, IN 46018

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    603 E. Temperence Street

    Ellettsville, IN 47429

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    617 Wyandotte Street

    Mulberry, IN 46058

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    417 N. Halleck

    Demotte, IN 46310

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    966 Shawswick School Road

    Bedford, IN 47421

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    6621 S U S Highway 31

    Edinburgh , IN 46124

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    575 Beck Lane

    Lafayette, IN 47909

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    2770 Spur Road

    Lexington, KY 40511

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    4063B US 23 South

    Hagerhill, KY 41222

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    U.S. Highway 60 East

    Grayson, KY 41143

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    Cynthiana Road

    Cynthiana, KY 41031

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    571 New Circle Road N.E.

    Lexington, KY 40505

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    3367 Collins Highway

    Pikeville, KY 41501

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    132 South Ridge Plaza

    Flemingsburg, KY 41041

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    Clark Street

    Flemingsburg, KY 41041

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    5011 U.S. Highway 127 North

    Hustonville, KY 40437

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    PO Box 260

    Hustonville, KY 40437

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    16921 KY Hwy 15 South

    Lost Creek, KY 41348

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    Highway 460 West Rural Route 1

    West Liberty, KY 41472

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    5395 U.S. Highway 60 East

    Morehead, KY 40351

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    204 Main Street

    Beattyville, KY 41311

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    101 Victory Avenue

    Winchester, KY 40391

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    561 Barbourville Rd

    London, KY 40741

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    200 Ellenwood Road

    Middlesboro, KY 40965

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    99 Office Park Drive

    Somerset, KY 42501

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    4618 James Hannah Dr

    South Shore, KY 41175

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    P. O. Box 576

    South Shore, KY 41175

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    HWY 467 Box B

    Sparta, KY 41086

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    4495 Wisman Ave NE

    Corydon , IN 47112

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    481 E Kentucky Dr

    La Center , KY 42056

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    11425 S. Preston Hwy.

    Lebanon Junction , KY 40150

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    12610 Highway 135 NE

    Palmyra, IN 47164

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    3247 Shelbyville Road

    Shelbyville, KY 40065

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    Highway 31 S

    Scottsburg, IN 47170

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    978 Bardstown Rd

    Springfield, KY 40069

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    336 Ranch Road

    Mt. Washington, KY 40047

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    8000 Crittenden Drive

    Louisville, KY 40209

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    P O Box 1019

    Mt Washington, KY 40047

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    1000 Business Center Dr Ste 120A

    Savannah, GA 31405

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    10200 Ford Ave Ste 105

    Richmond Hill, GA 31324

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    111 South Main St.

    Pearson, GA 31642

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    1421 Nw 53rd Ave

    Gainesville, FL 32601

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    1453 W Oglethorpe Hwy

    Hinesville, GA 31313

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    26 Joe Kennedy Blvd

    Statesboro, GA 30460

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    45 Marshland Rd

    Hilton Head Island, SC 29926

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    5037 Blythe Island Hwy

    Brunswick, GA 31520

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    716 North St W

    Vidalia, GA 30474

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    All Northeast FL and The Southeast Atlantic Locations

    Jacksonville, FL 32207

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    PO Box 1539

    Beaufort, SC 29901

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    4620 W. Lakeshore Drive

    Port Clinton, OH 43452

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    P.O. Box 99

    Port Clinton, OH 43452

  • 1875 East State St.

    Fremont, OH 43420

  • 875 US Highway 20 E

    Norwalk, OH 44857

  • PO Box 110

    Norwalk, OH 44857

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    8348 Prov-Neap-Swan Rd.

    Neapolis, OH 43547

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    P.O. Box 609

    Neapolis, OH 43547

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    875 US 20 East

    Norwalk, OH 44857

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    15317 S. Telegraph Road

    Monroe, MI 48161

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    5517 Woodville Rd.

    Northwood, OH 43619

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    -

    White, GA 30184

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    1879 Highway 52

    Dahlonega, GA 30533

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    1934 Lexington Rd

    Athens, GA 30605

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    3526 Moreland Ave

    Conley, GA 30288

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    565 Shallowford Rd NW

    Gainesville, GA 30504

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    P.O. Box 517

    Cartersville, GA 30120

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    6615 Highway 69 S

    Tuscaloosa, AL 35405

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    200 Herndon Drive, Hwy 231 North

    Blountsville, AL 35031

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    108 Industrial Park Dr

    Pell City, AL 35125

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    317 N Main St

    Columbiana, AL 35051

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    3627 Pine Ln SE

    Bessemer, AL 35022

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    Hwy, 431 N

    Blountsville, AL 35031

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    6220 E. Morgan Ave.

    Evansville, IN 47715

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    866 N. U.S. Hwy 231

    Rockport, IN 47635

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    1411 East 41st Street

    Chattanooga, TN 37407

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    Hwy 411 South

    Chatsworth, GA 30705

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    107 Pine Cir SW

    Cairo, GA 39828

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    1556 E Forsythe St.

    Americus, GA 31709

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    105 S Hambrick St

    Albertville, AL 35950

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    303 W McKinney Ave

    Albertville, AL 35950

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    8778 Hwy 40

    Henagar, AL 35978

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    776 East St

    Covington, TN 38019

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    9047 Yahweh Rd Ste A

    Olive Branch, MS 38654

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    1011 Firestone Pkwy

    La Vergne, TN 37086

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    810 Highway 12

    Ashland City, TN 37015

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    505 Cardwell Street

    Elizabeth City, NC 27909

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    1008 S Clinton Ave

    Dunn, NC 28334

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    108 Van Place

    Aberdeen, NC 28315

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    12085 Us Highway 15 501 N

    Chapel Hill, NC 27517

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    126 E Vance St

    Zebulon, NC 27597

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    1501 N Raleigh St

    Angier, NC 27501

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    305 West Blvd

    Williamston, NC 27892

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    510 Corporate Center Dr

    Raleigh, NC 27607

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    559 N Raleigh St Ste A

    Angier, NC 27501

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    6620 Hillsborough St

    Raleigh, NC 27606

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    916 Eastern Ave

    Nashville, NC 27856

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    9615 Bitter Melon Dr

    Angier, NC 27501

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    Hwy 5 Sandhills Industrial Pk

    Aberdeen, NC 28315

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    PO Box 99

    Winterville, NC 28590

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    10826 Tidewater Trail

    Fredericksburg, VA 22408

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    13400 Jefferson Davis Hwy

    Chester, VA 23831

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    1808 Coyote Dr

    Chester, VA 23836

  • 13400 Jefferson Davis Highway

    Chester, VA 23831

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    318 Magnolia Drive

    Glade Spring, VA 24340

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    204 SW 7th St.

    Okeechobee, FL 33473

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    3232 SE Dixie Hwy.

    Stuart, FL 34997

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    400 N. Old Dixie Hwy.

    Jupiter, FL 33458

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    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

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    190 Mount Jefferson Road

    West Jefferson, NC 28694

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    9000 66th St

    Pinellas Park, FL 33782

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    PO Box 1278

    Largo, FL 33779

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    916 49th St E

    Palmetto, FL 34221

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    3333 N Washington Blvd

    Sarasota, FL 34234

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    509 Laurel Rd

    Laurel, FL 34272

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    9000 66th St

    Pinellas Park, FL 33782

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    2155 Rockfill Rd

    Fort Myers, FL 33916

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    10522 N. Second St.

    Machesney Park, IL 61115

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    2251 Grinnell Road

    Kankakee, IL 60901

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    1544 S 2nd St

    Cherokee, IA 51012

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    4415 NE 14th St

    Des Moines, IA 50313

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    4770 420th Street SEPO Box 430

    Iowa City, IA 52244

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    5208 Dakota Ave

    South Sioux City, NE 68776

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    P O Box 3069

    Des Moines, IA 50316

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    PO Box 427

    South Sioux City, NE 68776

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    107 E. Main St

    Weyauwega, WI 54983

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    110 S 1st St

    Cameron, WI 54822

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    111 E Maple

    Amery, WI 54001

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    1211 Hwy 14 East

    Richland Center, WI 53581

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    1211 Us Hwy 14 E

    Richland Center, WI 53581

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    1235 E Mineral St

    Platteville, WI 53818

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    124 N. Fulton St

    Princeton, WI 54968

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    1301 E Main Street

    Waukesha, WI 53186

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    1545 South 41 Street

    Manitowoc, WI 54220

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    15899W North Old Highway 63

    Hayward , WI 54843

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    1635 East Green Bay St

    Shawano, WI 54166

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    1695 Hwy 45 N

    Eagle River, WI 54521

  • THIS LOCATION IS NOT BBB ACCREDITED

    17053 US Hwy 61 South

    Boscobel, WI 53805

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    1807 N Mountain Rd

    Wausau, WI 54401

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    2019 E Lake Shore Dr.

    Ashland, WI 54806

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    210 N Main Street

    Loyal, WI 54446

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    2275 22nd St.

    Rice Lake, WI 54868

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    26504 Minnow Ave

    Webster, WI 54893

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    301 E Wisconsin St

    Sparta, WI 54656

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    330 N 9th Street

    Oostburg, WI 53070

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    3315 Wayne Street

    Stevens Point, WI 54481

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    3330 State Hwy. 73 S

    Wisconsin Rapids, WI 54494

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    39 E Fifth St.

    Superior, WI 54880

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    3912 Newville Road

    Janesville, WI 53545

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    4145 State Rd 13

    Wisconsin Dells, WI 53965

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    53 West Main St.

    Milltown, WI 54858

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    597 Schommer Drive

    Hudson, WI 54016

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    700 Cottage Grove Rd

    Madison, WI 53716

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    735 Weise Street

    Green Bay, WI 54302

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    801 Prospect Ave

    Osceola, WI 54020

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    E 8670 US Hwy 12

    Elk Mound, WI 54739

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    N1369 US Hwy 14

    Walworth, WI 53184

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    N3116 Utility Lane

    Monroe, WI 53566

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    P.O. Box 220

    Milltown, WI 54858

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    P.O. Box 247

    Loyal, WI 54446

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    P.O. Box 366

    Weyauwega, WI 54983

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    P.O. Box 372

    Ashippun, WI 53003

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    P.O. Box 606

    Osceola, WI 54020

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    P.O. Box 62

    Webster, WI 54893

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    P.O. Box 750

    Wisconsin Dells, WI 53965

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    P.O. Box 90

    Lena, WI 54139

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Complaint Detail(s)

3/4/2015 Advertising/Sales Issues
3/4/2015 Problems with Product/Service
3/4/2015 Problems with Product/Service
3/4/2015 Billing/Collection Issues
3/2/2015 Problems with Product/Service
3/2/2015 Problems with Product/Service
3/2/2015 Delivery Issues
2/28/2015 Billing/Collection Issues
2/28/2015 Delivery Issues
2/28/2015 Billing/Collection Issues
2/28/2015 Delivery Issues
2/28/2015 Billing/Collection Issues
2/24/2015 Problems with Product/Service | Read Complaint Details
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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,

****** *****





























2/24/2015 Delivery Issues | Complaint Details Unavailable
2/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over the past few years I have purchased several (exchange) propane tanks from Blue Rhino. And I have experienced first hand several safety hazards, the most recent being potentially deadly (to me).Last week I purchased an exchange Blue Rhino propane tank. I got home and hooked it up. I immediately heard a leak. I immediately turned the propane off, or I might be dead right now.Upon inspection I noticed that the regulator seal was completely missing. And no it had not come off during transport; it then would have been inside the tear off cap.If they (Blue Rhino) had done a pressure test they would have known the seal was missing, obviously they did not. If they had done at least a visual inspection they would have known that the seal was missing, obviously they did no inspection.The obvious conclusion is that Blue Rhino does absolutely ZERO inspections, or testing!!!Previous problems I have had with Blue Rhino tanks include, tank half full, defective regulators, and even expired tanks. I used to have the (large) propane tanks on my RV refilled, but then they expired (certification). I bought 2 new Blue Rhino (exchange) tanks, when they were empty I took them to be refilled (cheaper than exchange) and was told that one of the new tanks certification was expired.It is quite obvious that Blue Rhino places profits above public SAFETY!!!

Desired Settlement: A public safety warning should be posted$60 refund, since tank is being turned over to OSHA for investigation

2/20/2015 Delivery Issues
2/13/2015 Billing/Collection Issues
2/11/2015 Problems with Product/Service
2/9/2015 Delivery Issues | Complaint Details Unavailable
1/13/2015 Problems with Product/Service | Read Complaint Details
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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
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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
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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
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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
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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
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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
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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
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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
4/18/2014 Problems with Product/Service
4/18/2014 Problems with Product/Service
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
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3/12/2014 Problems with Product/Service
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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
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3/11/2014 Advertising/Sales Issues
3/11/2014 Billing/Collection Issues
3/11/2014 Problems with Product/Service
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3/8/2014 Delivery Issues
3/6/2014 Problems with Product/Service
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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
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2/14/2014 Problems with Product/Service
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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
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1/30/2014 Problems with Product/Service
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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
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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

9/6/2013 Problems with Product/Service | Complaint Details Unavailable
8/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After repeated phone calls to have a 120 gallon propane tank picked up from our property (because we are in violation of zoning & will be fined if not removed), we are told someone will be here on two different occasions. They don't show up or call. The 3rd time I am promised a phone call back (by *******) to find out what the problem is & never receive it. On the fourth phone call I call the local office & speak with a very helpful, ****** who tries to contact ******* but she is on the phone so she sends her a E-mail to tell her to call me right back. Hours later, still no phone call. This tank was to be used for my elderly father & he was on the keep full plan. I'd hate to see an elderly VETERAN of the US Army, run out of gas in the dead of winter due to poor customer service like we are being shown over a simple pick up!!! They got his money, I even tipped the serviceman who hooked it up. Now their customer service stinks and they want to charge us $100 to pick it up!! And not a drop of the gas has been used. It has only been turned on for the service man to do the checks. All this grief, staying home waiting for someone to show up, no phone calls, NOTHING.....looking at a fine. I think ******* should be fired for not being truthful & for poor customer service & I think my father should get a full refund of his money ASAP. AND the tank picked up ASAP!!! He lives on Social Security & a small pension. It's a shame how our elderly especially, VETS, not to mention common good citizens are treated. If we get fined for Ferrellgas negligence, they should be sued & have to pay the fine and all court costs. I don't have time to call them daily. They should have been here when we were told they would be. All of this grief could have been avoided. I will warn anyone wanting to use this company....especially if they are going to rely on the keep full plan because they most likely will not show up when they are NEEDED!!! EXTRE*LY dissatisfied with this company.

Desired Settlement: Pick up the FULL tank ASAP & a full refund of, $191.78 to my father.

Business Response:

August 27, 2013

BBB of Greater KC

Subject:  **** ************

               Complaint ID:  *******

Dear Sir or *adam:

*r. ************’s leased propane tank was picked up on August 20, 2013.  We are processing the credit for the gas remaining in the tank at the time of pick up.  *r. ************ will receive his refund check shortly.

We apologize for the delay in retrieving our equipment.  Our General *anager has waived our usual and customary service labor fees related to the tank pick up.    We appreciate *r. ************’s past patronage and wish him well in the future.

Sincerely,

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

Paralegal

Cc:       **** *******, General *anager

            ****** *****, 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;
As long as we receive a full refund due to the propane tank never being used & picked up FULL.  AND we receive the refund check by next week.
Regards,

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




















8/21/2013 Problems with Product/Service | Complaint Details Unavailable
8/16/2013 Problems with Product/Service
8/13/2013 Billing/Collection Issues
8/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ferrelgas policy is that for new service and or turning gas back on the turn around time is 1-5 business days. I've been calling them since 7-17-2013,to have my gas turned on and they told me that it will Monday 7-22-2013. When I contacted them on Monday the 22nd,they stated that they only have one tech working and he will be out for a few days so I will have to wait til Tuesday 7-30-2013. I told them that is unheard of and not right.In addition it is a health hazard being without gas. They need to either hire more employees or terminate their contracts,because propane gas is too expensive any way.

Desired Settlement: I want my gas on!

Business Response:

July 24, 2013

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

BBB of Greater <st1:city w:st="on"><st1:place w:st="on">Kansas City

Subject:  ****** ******* *****

               Complaint ID:  *******

Dear **. *******:

A review of **. *****’s account reveals that he was delinquent on payments with a past due balance of $299.29.  Due to non-payment, the gas was shut off.  **. ***** has since contacted us and set up a payment plan.  **. ***** also made a partial payment on his account in the amount of $149.50.  **. *****’s LP gas system was placed back in operation on 7/23/2013, which was within the specified time frame.

**. *****’s account balance is now $380.38.  Thank you for bringing **. *****’s concerns to our attention. 

Sincerely,

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

 

8/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have used Ferrell gas for several years and have always paid on time also had a credit of $653.78. I also had gas in the tank that was pumped out that I should have received a refund for 279.2 gal. I have not received a check for the amount. The refund was approved on June 14th and it was sent out on July 1st NO Check so I called and spoke with Celeste Broderick and she stated to me that if it didn't arrive until Friday July 12th to call. I called was told by HER that it would be overnighted on Monday July 15th and it would be here by Tuesday July 16th. I called yesterday NO CHECK she said it will come tomorrow......... July 17th still no check............ So called today she tells me they didn't send it out until July 16th and that she didn't say they were overnighting it. LIE!!!! So no they are supposidly overnighting it today July 17th to my sister because I am leaving to move across country tomorrow July 18th! This is completely STUPID! I can not believe how unbelievable this is!

Desired Settlement: I want what I am entitled NOW!

Business Response:

July 18, 2013

*** ******* original refund check was mailed to her via regular mail; however, *** ***** is relocating, has not yet received this check and is in need of the funds.  Therefore, our Customer Service Manager is having a stop payment placed on this check.  A new check is being issued today, which we are sending to *** *****’s new address via Federal Express overnight delivery.

*** ***** has been advised of our resolution and we have provided her with the tracking number for the Federal Express package.  We believe *** ***** is pleased with our resolution.  We appreciate *** *****’s past patronage, and apologize for the delay in issuing her refund check.  Thank you for bringing *** *****’s concerns to our attention.

Sincerely,

 

8/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have asked over 6 weeks ago for Ferrellgas to pick up a large propane tank that was used by the previous owner for heating the home. The previous owner was told they needed a two week notice when she called, that was the first part of June. The tank is in our way and the previous owner of the property has called, my husband and I have called and we have sent emails. First we were told they are busy making deliveries of gas (it's July, not the peak of heating season). Today we are told they don't have enough trained personnel to do this right now and they are just now picking up tanks that were asked to be removed last February, and they are still busy delivering propane.

Desired Settlement: We want the tank picked up within the week, before August 1, 2013.

Business Response:

July 30, 2013

 

Dear *** *******:

Our leased propane tank was successfully removed from **** ********** residence on Friday, July 26, 2013.  We apologize for the delay in retrieving our equipment, and for any inconvenience this may have caused.  Thank you for bringing **. ********** concerns to our attention.  

Sincerely,

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

Paralegal

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

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

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,

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




















7/31/2013 Problems with Product/Service
7/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ferrell Gas initially filled up my propane tank in April, without authorization by me. I asked the company why they filled the tank and they said the order was put in by an employee that "is no longer employed by us." This was the day after. The real issue is that they gave me the runaround about getting the propane pumped back out. They said they would call me after they talked to their manager, I never would hear back. I finally, in June got someone to actually send a work order to pump out the gas. They said I would be credited the full amount that I owed on my bill. This was the second week of June. Today I received a bill dated June 22, that I still owed the full amount. I no longer live at the address and they have the gas but yet they are still wanting me to pay for it. I have been patient with them, but they have not been good to work with and have basically blown me off when I have called them

Desired Settlement: For them to stop sending me a bill and for proof of them crediting my account. I don't want be turned into collections for not paying a bill that they said they would take care of.

Business Response:

July 9, 2013

BBB of Greater KC

Subject:  Gary *** ****

               Complaint ID:  *******

Dear Sir or Madam:

The propane container *** *** **** previously leased from us has been pumped out, and his account credited accordingly.  *** *** ****’s balance is now zero.

Ferrellgas does not issue zero balance statements, therefore,  *** *** **** may retain this letter as proof that his account has a zero balance.

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

Sincerely,

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

 

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1/19/2013 Problems with Product/Service
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5/8/2012 Billing/Collection Issues
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5/1/2012 Problems with Product/Service
5/1/2012 Billing/Collection Issues
4/24/2012 Billing/Collection Issues
4/20/2012 Problems with Product/Service
4/16/2012 Billing/Collection Issues
3/30/2012 Billing/Collection Issues