Complaints

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

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• 

  Ferrellgas

  1775 NE Chouteau Trfwy Kansas City, MO 64120

• 

  Ferrellgass, L.P.

  2150 Lockport Road Niagara Falls, NY 14304

• 

  Ferrellgass, L.P.

  5859 State Rt 31 Verona, NY 13478

• 

  Ferrellgas

  11466 St. Hwy. 618 Conneaut Lake, PA 16316

• 

  Ferrellgas

  1806 Broad St Ext Greensburg, PA 15601

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 01/10/2025

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

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

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

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

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

  I now owe $201.24.

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

   

  **** ****

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/10/2025

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

  Customer Answer

  Date: 02/04/2025

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

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

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

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

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

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

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

  Business Response

  Date: 02/13/2025

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

• Initial Complaint

  Date:12/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/02/2025

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

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/27/2024

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

  Customer Answer

  Date: 01/20/2025

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

• Initial Complaint

  Date:11/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/05/2024

  Please see the attached response.The consumer complaint filed by ***** ***** has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have completed my investigation and offer the following response:
  It is my understanding that on November 29, 2024, a propane order was placed by ***** *****. The delivery was completed on November 30, 2024.
  Thank you for bringing ***** *****’s concerns to our attention and we hope the above resolves the matter but please do not hesitate to contact me with any questions or further concerns.
  Sincerely,

  Customer Answer

  Date: 12/05/2024

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

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 11/20/2024

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

   

  Sincerely

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

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 2024 I called Ferrell gas to get the cost per gallon of propane and ANY all FEES that I would be charged. I was advised of the cost per gallon for propane, exact cost of the two fees, HAZMAT and FUEL SURCHARGE fees. I was given the price for the specified gallons ordered and the two fees above stated, total=$214.37. I then gave the customer service rep my credit card for the propane and two fees above stated to pay in full for the propane/service. I then asked this cust svc rep for an itemized statement of what I had just paid for by credit card and requested this be sent to my email. The customer service rep said she could not provide an itemized bill/payment. But I could ask for it by calling again, After the delivery. October 11, 2024 gas tank propane delivery occurred. October 22, 2024 I received a statement in the mail. I called to Ferrell gas October 22, 2024 -- talked with customer service rep *****. I asked ***** to confirm I owed nothing, that my balance was -0- and it was paid in full, as I expected -- when I called and placed the order. ***** confirm that yes, my balance was -0-, I owed nothing. I had already paid what was due for the service, the 214.37. Today, I received another statement DATED October 11, 2024 from Ferrell gas stating I have an OVERDUE BALANCE of $19.36!!!! This is for a PROPANE INDEX FEE $17.81 and the TAXES on the PROPANE INDEX FEE $1.55. At NO point were these charges of PROPANE INDEX FEE AND TAXES on the PROPANE INDEX fee ever mentioned by Ferrell gas.

  Customer Answer

  Date: 11/05/2024

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

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my house in 7/2019, It came with a propane tank. I had ferrellgas fill the tank. After 1 year of living here I started to get a bill for use of the propane tank. The tank is not painted ferrellgas colors and it actually has a name on it from a different city in Florida. We have had a man show up twice from Ferrell gas and try to take. Once he came into our privacy gate which is posted, until I stopped him. As far as I am concerned this tank came with the house when I purchased it, and I have never signed a contract with ferrellgas. I have wrote them and asked for proof that they own this tank with serial numbers and have never gotten a reply. I get a bimonthly bill with the amount past due that they want. $541.17 is what they want. I need someone to get this company to leave me alone and quit harassing me.

  Business Response

  Date: 10/14/2024

  Please see the attached response.The consumer complaint filed by *** ****** has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have reviewed our records related to the *** ******** propane container and offer the following response as proof of ownership: A review of the customer’s account reveals he commenced services with Ferrellgas in September 2019, leases a 120-gallon propane container, has our “Will Call” delivery service and pays in advance. A service letter was sent to *** ****** on October 9, 2019, and the letter states that the tank in question is not a customer owned tank but is instead a leased tank with an annual rental fee. This letter also included the Customer Agreement for Propane Sales and Equipment Rental (the “Agreement”), which is the customer’s agreement with Ferrellgas for services we provide. A copy of the Agreement can be found on Ferrellgas’ website. The Barcode Audit History was also reviewed, and the audit history notes that each customer that has utilized this tank had done so by leasing the tank. Propane containers are considered personal property and are not conveyed in a real property sales transaction. The tank in question has not been sold to any party and remains a Ferrellgas asset. If *** ****** is in possession of a bill of sale for the tank, please have him contact the Tampa Bay Service Center so they may review that paperwork. The information provided herein is sufficient proof that Ferrellgas is the rightful owner of *** ******** propane container *** ****** entered into a contract with Ferrellgas when he accepted delivery of propane in September 2019 and continues to be entered into a contract with Ferrellgas as the leased equipment is still on his property. The Agreement states that the terms and conditions of the Agreement constitute a contract that will be accepted when one of the  

  Business Response

  Date: 10/25/2024

  Please see the attached response.*** ******** second rejection has been forwarded to the Ferrellgas Legal Department for review and response. We appreciate that *** ****** provided the pictures of the tank. We have changed the ownership of the tank from a leased tank to a customer-owned tank that is now listed as being owned by *** ******. A Bill of Sale is in the process of being sent to *** ****** for his records. *** ****** should no longer receive any invoices requesting payment for the rental of the tank. Thank you for bringing the customer’s additional comments and concerns to our attention.

  Customer Answer

  Date: 10/28/2024

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

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 10, 2024, I placed an order for $296.53 for propane. The operator told me it would be delivered by September 17th. On September 16th, I received a voicemail from Ferrellgas stating the delivery would be pushed back 3 days, to September 20th. On September 20th, I received another voicemail that my delivery would be pushed back again until September 23rd. I called and spoke with an operator who said she spoke with a supervisor named ***** who guaranteed I would have the delivery on September 23rd. Today is September 23rd and I just received a THIRD voicemail from Ferrellgas saying my delivery has been pushed back to the 26th. This company is 20 minutes from my home and I am sure they delivery to others in the area. There is no reason it should take 2 weeks to have propane delivered. I would like the propane to be delivered asap.

  Customer Answer

  Date: 09/24/2024

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

• Initial Complaint

  Date:09/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I suspected a propane leak from our fireplace in our home in Q2 of 2024. My husband, ***** ********, called and Ferrellgas stated they would have a technician come out and assess the problem. There was no mention of cost, expected payment, or any statement regarding company policies for such problems. The technician came to the house, inspected the fireplace and propane tank, and determined there was a leak somewhere (exact location of the leak was not diagnosed), and placed a red tag on our propane tank outside to put it out of service. Upon his visit, we received a bill of $338.72. There was no mention of this service costing any money, so this came as a surprise. We have called them multiple times, and they are refusing to find a solution to this bill with us. We do not agree with this bill, as it was not discussed and we find it to be excessive for the services provided by the company. We have not paid them yet, and they have sent us letters threatening our credit if we do not pay.

  Business Response

  Date: 09/23/2024

  Please see the attached response.The consumer complaint filed by ****** ******** has been forwarded to the Ferrellgas
  Legal Department for investigation and comment. I have completed my investigation and
  offer the following response:
  Unfortunately, we cannot locate an account under the name ****** ******** and due to
  customer privacy, we cannot provide customer information to a non-party.
  As such, we are currently not able to address ****** ********** concerns. If she is able to
  be added to an existing account as a contact, we would certainly address the concerns at
  that time.
  Sincerely,

  Customer Answer

  Date: 09/29/2024

   
  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. My husband informed me he paid the full requested amount by the company, but we will not be doing business with them again.
  
  Sincerely,
  
  ****** ********