Complaints

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

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• 

  Ferrellgas

  1 Liberty Plz Liberty, MO 64068-2970

• 

  Ferrellgas, L.P.

  1115 3rd Ave Intl Falls, MN 56649-2955

• 

  Ferrellgas

  1202 E Patrick St Frederick, MD 21701-3171

• 

  Ferrell Gas

  3601 Francis Scott Key Hwy Taneytown, MD 21787-1505

• 

  Ferrellgas

  655 Ellicott St Batavia, NY 14020

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:07/01/2025

  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 purchased a **** ***** propane tank exchange from Kroger and received a defective tank that leaked propane from the top valve immediately after hookup. This posed a serious safety risk to me and my household. When I contacted **** ***** customer service, I was advised to “bleed it out and return it to Kroger.”
  
  This instruction is not only unsafe but also illegal under DOT hazardous materials regulations (49 CFR), EPA environmental rules, and local fire safety codes, which prohibit venting propane into the atmosphere and transporting a known leaking tank.
  
  I requested a safe and lawful resolution such as a refund, exchange, or pickup, and **** ***** refused to assist beyond telling me to return it myself. I incurred out-of-pocket transportation costs due to this issue and was left with a hazardous tank I could not legally or safely move.
  
  **** ***** sold me a defective product and then attempted to shift legal and safety responsibility onto the consumer.

  Business Response

  Date: 07/09/2025

  July 9, 2025
  
  Complaint Specialist
  Better Business Bureau
  
  Subject: ******* ***** * ** ********
  
  To whom it may concern:
  
  The consumer complaint filed by ******* ***** has been forwarded to the Ferrellgas
  Legal Department for investigation and comment.
  
  The complaint has been forwarded to **** *****’s Customer Service department to
  address. It is my understanding that *** ***** contacted **** ***** Customer Service and
  advised that the propane cylinder’s valve came off. *** ***** was provided with the safety
  isolation procedure and was advised that the cylinder was safe to transport as long as he
  completed a leak test. *** ***** was also advised of the return policy for free exchange,
  which he refused as he does not wish to take the tank back to the store himself. *** *****
  has been provided with his options regarding resolution to this dispute.
  
  Thank you for bringing these concerns to our attention. Please contact me with any further
  questions or concerns. Thank you.
  
  Sincerely,
  **** *********
  Paralegal

  Business Response

  Date: 07/24/2025

  Please see the attached response.The safety instructions provided to *** ***** were in accordance with **** *****’s safety policies and procedures. *** ***** was advised that if the tank was leaking that he needed to let the tank leak out in an isolated area away from ignition sources. Once the tank was empty, the tank could be returned to the retailer for a free exchange. *** ***** was also advised that he could contact the fire department if he had concerns about the safety of the tank.
  **** ***** provides videos and information on their website under the Propane Safety FAQs that educates customers about propane safety when utilizing a **** ***** tank. One video on the website provides customers with information regarding how to check the tank for leaks. Here is the URL to the FAQ page* ***********************************************************
  **** ***** prioritizes the safety of its customers and provides customers with important safety information on the sleeve of the tank as well as on their website. There are actions that are expected to be performed by customers when handling a **** ***** tank, such as performing leak tests and following instructions provided when a leak is present. While we understand *** *****’s concerns, **** ***** has provided him with proper safety instruction as well as his options regarding resolution

  Customer Answer

  Date: 07/26/2025

  
  
  Complaint: ********
  
  
  
  I’m writing in response to the follow up response from Ferrellgas/**** ***** regarding my complaint to the BBB. After reviewing their reply, I’m rejecting it again for several reasons.
  First, I was told to vent a leaking propane tank myself — something that is by law required to be done by a licensed professional and is not safe or reasonable advice to give a regular customer. Watching a video online on their company website doesn’t make me a licensed technician, and as a customer I shouldn’t be expected to handle a potentially dangerous situation involving flammable gas due to faulty or defective product.
  Second, their suggestion to contact the fire department doesn’t solve the actual problem or my consumer issue. Even if I did that, I’d be left without the product I paid for and swindled out of my money, I’d also still be the one dealing with the hassle of their defective product. There’s been no real attempt to take responsibility for selling a defective tank or to refund me for it, provide credit for a new one or use their own company's delivery and exchange service to send out a licensed professional to swap it out.
  I expect this to be resolved in a way that doesn’t leave me out money or forced to deal with a safety issue by myself. I continue to ask for a refund and a proper resolution.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/23/2025

  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.

  Here are the facts:
  
  11/18/24 meter read 815
  12/18/24 meter read 823
  gas charge $134.09
  
  01/21/25 meter read 847
  gas charge $412.81
  
  02/28/25 meter read 865
  gas charge $226.51
  
  **03/18/25 meter read 865** SOMETHING WRONG YOUR FAULT NOT MINE
  
  **04/21/25 meter read 865** SOMETHING WRONG YOUR FAULT NOT MINE
  
  05/19/25 meter read 1065
  gas charge $2411.69
  
  06/10/25 meter read 1092
  gas charge $315.04
  
  IT DOESN'T MAKE SENSE! Nothing HERE has changed! This house is BRAND NEW. It does NOT equate with all prior activity to a sudden increase of $2400! How could there suddenly be $1200 PER MONTH USE over TWO SPECIFIC MONTHS WHEN YOUR EQUIPMENT WAS CLEARLY FAULTY, then SUDDENLY bill back down to $315.04!? IT DOESN'T MAKE SENSE! *** ******* refuses to provide an explanation. *** ******* sent a shutoff email when I have four kids and a SUDDEN bill of almost 3 thousand dollars! *** ******* suddenly changed the meter to a digital, blank screen meter where I have to rely on her numbers in the office and can NEVER see any propane usage from day to day. BIGGEST SCAM IN THE HISTORY OF SCAMS! Doesn't even seem legal! FPL lets you see the daily usage. Water company lets you see the daily usage. A blank screen and made up gas usage numbers from a company that can't even explain it! Someone needs to investigate! See bills attached. IT DOESN'T ADD UP!

  Business Response

  Date: 07/01/2025

  Please see the attached response.Propane is provided to *** ******** residence via meter service, which is a service where
  a customer purchases the volume of propane that flows through the meter. The meter
  clicks when gas is flowing through the meter. Ferrellgas’ records indicate that the
  appliances at *** ******** residence that utilize propane are a tankless water heater
  (199,000 BTUs), range (80,000 BTUs) and pool heater (400,000 BTUs). The pool heater
  utilizes a significantly higher amount of energy than the range and tankless water heater
  as noted by their BTUs. Included with this response is a chart outlining the meter readings
  under this account. The chart notes an increased usage in 2025 versus 2024 with January
  2025 seeing an increase usage of 47 gallons versus year prior and February 2025 seeing a
  36-gallon increase versus year prior. There was also a spike in usage in March 2024 which
  corresponds with the timeframe of the uptick in usage in 2025. The propane usage is
  inconsistent because of the pool heater as the usage of this appliance can vary from
  month to month.

  Business Response

  Date: 07/09/2025

  Please see the attached response.An oversight occurred when the meter was not read in March and April 2025. Once the
  oversight was identified, action was taken to rectify this oversight by crediting the
  minimum meter fees charged. The minimum meter fee is charged to meter service
  customers when the charge is less than the minimum fee, which in this instance was
  $20.00. The fee was charged in March and April because 0 gallons of propane were
  recorded. The 0 gallons recorded was due to the meter not being read at that time and is
  not indicative of the usage during those months and does not mean that there was no
  propane usage at that time. The reading from May 2025 is a culmination of usage from
  February 24th to May 23, 2025.

  Customer Answer

  Date: 07/17/2025

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

  YOU did NOT catch the oversight and the minimum usage fee charged. If I didn't catch it, and TELL YOU, you never would have credited it. Further, you have never not read my meter for 3 months straight.  Miraculously, the ONE TIME that you didn't read my meter for 3 months straight, the amount of usage you are claiming is higher than it has EVER BEEN.  

  This is YOUR FAULT.  Had you read the meter monthly, as you have always done, as you are SUPPPOSED TO DO, I would have known in March if the bill seemed excessively high, and I would have had the opportunity to take corrective measures, and/or contact your company to look into the cause of the supposed excessive propane usage.  Unfortunately, I was not afforded that ability because you failed to read the meter in March and April.  

  You can't just slam some average person with a $2400 bill, 3 months later after YOU FAILED TO READ THE METER, and expect the average person to afford that amount of money when the average monthly bill is between $300-$500!

  I question the accuracy of your meters, and office staff as a result of the countless errors that your company has made.  WHY was the meter not read for so long? What is the reason?

  Why did you immediately change the meter from mechanical to digital when I brought this to your attention?  You told lies by saying that my entire development now has digital meters.  In reality, only one other person has a digital meter according to your technician who installed our new digital meter.

  It is only fair that you average the same months from 2024, and then offer me a payment plan.  I have never had an $800/month usage, and now you want 3 straight months at $800/month. Average those same months in 2024 and offer me a payment plan.  Further, please show me documents that state that you can go months without reading my meter.  I am not on a quarterly plan with you. This is a residential development where you have always read my meter monthly since I moved in back in December 2018.  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After purchasing my home in May of 2023 I had an existing installed Ferrell gas propane tank on lease so with switching utilities I tried to get the service switch to my name and have the tank filled with propane. After calling their local office I was able to speak with someone and she told me they were having troubles with their Computing system so she didn't know when the tank fill would be but she'd get it in the works. I waited 2 weeks nothing had happened I called again same answers still having trouble with their systems I told them if they can't get something figured out then I will have to switch services because I needed services for at least hot water while I did renovations. Two more weeks went by still nothing. I called again same answer system still down don't know when they'll be operational again at that point I said I can't use your services anymore you're going to need to remove your tank and I will find someone else. The representative got agitated at me but it's just business. I sourced another company had my own customer owned tank installed and operational. at that point I don't remember when they came to pick up the old tank but there was no notice no receipt of services or gallons of propane recovered or any markers other than it was cut off and gone. I thought fine businesses concluded moved on however after that I received a bill for over $1,000 for a refill service for a tank that does not exist and I continue to get bills for said service that was never rendered. So I would like my tank back if it's still mine or I need the bills to go away.

  Business Response

  Date: 05/21/2025

  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 balance on ******* *******’s account was from a charge that was added to the account in 2023. The balance has since been removed, and there is nothing owing to Ferrellgas from ******* ******* at this time.
  Thank you for bringing ******* *******’s concerns to our attention. Ferrellgas strives to provide best-in-class customer service, and we sincerely regret that ******* ******* has not received that level of service. We hope that the above resolves the customer’s complaint. However, please do not hesitate to contact me with any further questions or concerns.

  Customer Answer

  Date: 05/21/2025

  
  
  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 so long as no detrimental credit reports arise.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:04/26/2025

  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.

  Date of transaction is 2/26/25.
  Ferrellgas has overcharged me for equipment tank rental to amount of $264.43.
  I called them to complain and they reduced the charge to $159.94 which I feel is still outrageous and told them so but got no further reduction. The previous year they charged me $159.93 and I called to complain and got reduction to $53.31 which historically has been the rental charge.
  The charges going back have been as follows:
  2/27/24 - $159,93 amended to $53.31
  2/28/23 - $55.46
  2/27/22 - $55.46
  2/28/21 - $55.46
  3/1/20 - $55.46
  2/26/19 - $42.66
  2/25/18 - $38.40
  2/26/17 - $38.49
  I consider this lopsided increase to be out of bounds and taking advantage of a customer who cannot easily change suppliers when they have full tanks of propane. There is no reasoning for an approximately 200% increase in rental charges.
  I have attached bills going back to 2022.

  Business Response

  Date: 05/06/2025

  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 talked to the relevant field personnel. A review of Mr. *****s consumer account reveals that he leases two 120-gallon propane containers that are connected to a manifold system. The account is set up as Will Call, which means that the customer must contact Ferrellgas before a delivery order is placed.
  Ferrellgas’ Customer Agreement for Propane Sales & Equipment Rental (the “Agreement”) states that if a customer leases a tank from Ferrellgas, the customer agrees to purchase from Ferrellgas a volume of Propane at least equal to two times the water capacity of the tank every 12 months. If the customer fails to purchase the Minimum Volume Requirement, the Agreement provides Ferrellgas with the option to cease delivery to the customer, adjust the daily price of propane, charge a low usage fee, and/or increase the tank rent to reflect the low usage. A copy of the Agreement can be found on Ferrellgas’ website.
  Mr. **** purchased 143.5 gallons of propane from Ferrellgas on September 16, 2021. His next delivery occurred on January 18, 2025 when 114.6 gallons of propane were delivered. Since Mr. **** is not purchasing the minimum volume requirement every 12 months, Ferrellgas has elected to utilize the option to increase the yearly rental charge. If Mr. **** wishes to no longer pay the yearly rental fee, he can contact Ferrellgas and request that the propane containers be picked up. Payment for the rental charge was made on April 23, 2025. As such, Ferrellgas considers this matter resolved.

  Customer Answer

  Date: 05/07/2025

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

  It does not address the crux of my complaint.  It is just corporate legal mish mash that I have heard before. Why have they made an egregious 400% increase in rental fees suddenly when I have been paying $55 for years. Also when this Customer Agreement has been in place for years. This is an arbitrary action taking advantage of a customer.

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

  Business Response

  Date: 05/15/2025

  Please see the attached response.The consumer rejection filed by **** **** has been forwarded to the Ferrellgas Legal Department. The yearly rental fee charged to customers who lease our equipment can fluctuate. One of the factors that is utilized when determining the fee is the customer’s anticipated propane usage. The Agreement sets out a minimum volume requirement that customer who lease equipment agree to purchase while utilizing our equipment. When a customer does not meet that minimum volume requirement, Ferrellgas can elect to choose one of the options outlined in the Agreement. In this instance, the option to increase the yearly rental charge was elected, which allows Mr. **** to continue utilizing Ferrellgas’ equipment for his propane needs. Though we understand Mr. ****’s frustrations, the actions taken in this instance have been in accordance with the terms of the Agreement.
  Thank you for bringing **** ****’s concerns to our attention. We hope that the above resolves the customer’s complaint. However, please do not hesitate to contact me with any further questions or concerns.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had received a propane fill 4/22/2025, they did not shit off the valve and it was leaking. My house and the outside of my house smelled so bad of propane. I called the company at 6pm the emergency line. They told me to leave the house don’t turn anything on because of possible hazard. I still did not hear anything from them an hour later. I called back they told me that they don’t know when they are coming out and this is serous. Waited another hour still no word on what is going on so I called them back and all they said was the he was in route could not give me a time or a call to let me know what is going on. I have a child in the house and this is a concern. I called back and they told me to call the police if I feel unsafe. I will never do business with this company again.

  Business Response

  Date: 04/29/2025

  Please see the attached response.*** ******* received a propane delivery for his leased tanks on April 22, 2025. The spitter
  valve was not fully closed after the delivery was made. *** ******* contacted Ferrellgas
  later that day to advise that there was a strong smell of propane. The District Manager
  for *** *******’s service area and the driver spoke with *** ******* regarding the
  situation. A credit of 15 gallons of propane was provided to *** ******* for any lost
  propane as well as for the inconvenience. 

• Initial Complaint

  Date:04/15/2025

  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.

  Bought propane and had to wait for 3 weeks for delivery. Also, my mom is on hospice and needs heat. They delivered the propane and were supposed to have done a leak test on the tank. (I was charged for one) I try to keep a check on it myself. Everyday was noticing it kept dropping on my gas gauge on the tank. My wife and daughter kept smelling propane. I did my own leak test on it and it was leaking at the cut off valve. After they charged me $50.00 for the leak test. They did take it off my bill after I complained for four days of calling them.

  Business Response

  Date: 04/23/2025

  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:
  A review of *** ******** consumer account reveals that there is a 500-gallon propane
  container associated with the account that is located at *** ******** address and has the
  ownership of the tank noted as a customer-owned tank. The account is also set up as Will
  Call, which means that the customer must contact Ferrellgas before a delivery order is
  placed.
  *** ****** placed a propane delivery order on January 14, 2025 when the tank was out of
  propane. The delivery timeframe provided was from January 15, 2025 to January 23,
  2025. The delivery was completed on January 21, 2025 with 378.5 gallons of propane
  being delivered within the delivery timeframe provided. The driver noted that the tank
  was at 2% prior to the fill, so a leak test was performed. The test passed, so a green tag
  was placed on the tank.
  *** ****** contacted Ferrellgas on April 2, 2025 because he found that there was a leak
  coming from a nut at the cut off valve, so he tightened the nut to stop the leak. *** ******
  stated that the tank went from 75% to 35% between January and April, so he requested
  that Ferrellgas replace the propane lost due to the leak. A Ferrellgas representative
  reached out to *** ****** to advise that the credit for the lost propane would not be
  provided, but as a gesture of goodwill, the charge for the leak meter fee that was incurred
  during the January 21, 2025 delivery would be removed. This action was done solely in
  the interest of providing good customer service, and there was no admission that a leak
  test was not performed as the leak test did occur during the delivery.
  Pursuant to the Customer Agreement for Propane

• Initial Complaint

  Date:04/04/2025

  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.

  IT IS UTTERLY ACCEPTABLE THAT FERRELLGAS DRIVE THROUGH MY GRASS AND DESTROY MY FRONT YARD. I WANT THIS REMEDIED IMMEDIATELY!!!

  Business Response

  Date: 04/15/2025

  Please see the attached response.The consumer complaint filed by ******* * ***** has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have completed my investigation and offer the following response:
  ******* * ***** is not a customer of Ferrellgas nor is she a named contact on an account associated with Ferrellgas. In the interest of customer privacy, we are unable to provide a substantive response to this complaint. We have utilized the information that was provided with this complaint to identify a customer account. The dispute is being addressed at this time.
  Thank you for bringing ******* * *****’s concerns to our attention. We hope that the above resolves the complaint. However, please do not hesitate to contact me with any further questions or concerns.

  Customer Answer

  Date: 04/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  if you don’t address this response even though I provided you with the address and location this happened as well as a picture I will contact an attorney.

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

  Business Response

  Date: 04/23/2025

  Please see the attached response.The consumer rejection filed by ******* * ***** has been forwarded to the Ferrellgas Legal Department. Ferrellgas’ records do not indicate that ******* * ***** is a Ferrellgas customer nor is she authorized by a customer to obtain information regarding a Ferrellgas account. The customer on the account can contact Ferrellgas to add *** * ***** as an authorized contact so that further details can be disclosed. In the interest of customer privacy, we cannot disclose any further information until that authorization is provided.
  When a report of property damage is submitted to Ferrellgas, a case is assigned to a Ferrellgas employee to investigate the dispute. The outcome of the investigation determines the course of action taken regarding the dispute.
  Thank you for bringing ******* * *****’s concerns to our attention. We hope that the above resolves the complaint. However, please do not hesitate to contact me with any further questions or concerns.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ferrellgas @ ************ gauges below 30% mark 3/27/25 @ 28%. Happened in Dec., now again when emailed company asking about next delivery? Dec. 23, 2024 talked to ****** saw I needed propane delivery said "if she requested one, it would kick me out of auto fill system." Received email from ***** ***** aware Dec. 26 then 23%. "Said order pending, however it is not scheduled yet; dispatcher was aware." I can understand winter months, but now its Spring. They let my 2 100 lb. tanks reach 21% just shy of dangerous level of 20 in Dec. 2024. Read online "committed to superior customer service", not true. Things have changed dramatically with company past few years. Neighbor drove by location Johnstown, NY saw 4-5 trucks sitting in lot; no drivers. I received email saying "they try to do the best they can; winter was tough, do try to deliver when you are at/about 30%; winter missed our mark. Our goal to not run you out of propane." March another email from ** ***** "order getting reading, to be routed in our system; should see us within next 7 business days." No Sat. or Sun. deliveries. Tank average down to 24%. Monitoring Wed. 3/17 @ 28, Thurs @ 27, Fri 26%, Mon and Tues. 4/1 today both @ 24%. Contacted customer service if they would give detail which day Tues to Thurs of this week they would deliver? No response at all; not by phone or email. Someone from Customer Service sent email 4/1 @ 12:28 PM, "thank you for requesting a propane delivery. Because you are an Auto Fill customer, you receive deliveries on an automated schedule. To ensure your propane is delivered when needed, please let us know how much propane is left in your tank as soon as possible by calling your local office @ ************ or live chat. They already know. Don't they look at my account online for themselves? Disabled senior. 71; they don't care; arthritis and asthma health condition. Cold trailer from 3 PM on. Asking BBB help. Thank you.

  Business Response

  Date: 04/09/2025

  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 *** ******** consumer account reveals that she leases two 124-gallon propane containers that are connected to a manifold system. The account is also set up as Auto Fill, which is Ferrellgas’ convenient delivery service where Ferrellgas estimates the customer’s propane usage based on our advanced computer system, and a delivery is automatically scheduled when our system indicates that a refill is needed.
  *** ******** concerns relate to receiving propane deliveries through the Auto Fill delivery service. When a delivery occurs, the driver notes the starting percentage of the tank before filling the tank with propane. The starting percentage for *** ******** most recent deliveries were 60% on November 6, 2024, 25% on December 28, 2024, 30% on February 7, 2025, and 15% on April 7, 2025. These percentages show that *** ******** tanks have been receiving deliveries when they still have an adequate supply of propane.
  Ferrellgas’ Customer Agreement for Propane Sales & Equipment Rental (the “Agreement”) states that Ferrellgas will deliver propane to customers who utilize Auto Fill on our schedule when we believe that delivery is appropriate. Ferrellgas will make reasonable commercial efforts to keep the propane supply of the customer’s tank adequate but makes no representations that we will inspect the customer’s propane supply on a specific schedule. Ferrellgas also has the right under the Agreement to determine when to fill a customer’s tank.
  The Agreement does reference that Wi

  Business Response

  Date: 04/17/2025

  Please see the attached response.While we understand *** ******** concerns, it is not feasible for Ferrellgas to meet *** ******** expectations regarding guaranteeing a propane delivery before the tanks reach 20%. Ferrellgas is under no obligation to do so, and the tanks have enough propane at 20% to sustain usage for a reasonable period of time while waiting for a delivery to occur. *** ******** recent deliveries have noted that even during the busiest time of year for deliveries, her tanks were receiving deliveries when they will still 15% to 30% full. We understand ***** ******* frustration but believe that we have adequately addressed the concerns fully and appropriately.

  Customer Answer

  Date: 04/22/2025

  I understand Ferrellgas most latest and recent response. Time will tell whether or not they continue to do this again. I hope they don't. Their mentioning of 15% (in their words) shows way too low for anyone to sit and wait, wonder, why? Unbecoming of a company. They have delivered many times when tanks are at 30% and above, never below. Why they let just me (in my neighborhood) get that low and other neighbors, their own customers, I have asked, received their delivery was at 30%. They don't treat all customers the same. Ferrellgas is not consistent. But to do this to a customer not once but twice in a short amount of months? Flabbergasted, disgusted, unbelievable from a company who tries to emphasis they are one of the best in this area? Their actions are not acceptable and to say "under no obligation to do so? They will not guarantee delivery before tanks reach 20%"? Then why do they tell those "will call" customers something different and printed on their website? They'll keep on doing this until they get caught? Too late. A "keep fill" customer means just that and they know, never them to run my propane amount to 15% under any circumstances, within reason. At least I can resort back to BBB with Complaint ID # and allow the BBB to refer back if they ever do this again. I hope that this will show any and all at Ferrellgas they need to make improvements, hire more drivers, get delivery requests faster through their dispatcher and out to the customer. Their actions speak louder than words. As for their mention of a ***** *****? Who is she? I never brought her name forward and no written proof on my end in all the records I will be keeping. They also should buy enough propane to fill all customer's tanks. I have said all I am going to say. Close this complaint.
  

• Initial Complaint

  Date:04/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am on an auto fill program with Ferrelgas. When my tank is below 30 percent they are suppose to automatically schedule a fill. They did not do this. My tank ran empty. I called to request the fill be expedited as it runs all major appliances including our main heat source. This occurred on Monday March 31. At that time they stated they could not get out until the next day. They guaranteed a next day delivery so I agreed. Towards the end of the next day, April 1, there had still be no delivery. I called back and they again stated they would not be out and I would have to continue to wait. There is a snow storm headed toward my area. This is my main source of heat and this is day 3 of no propane. The company did not honor their auto fill program resulting in my family going without heat, a stove, or hot water.

  Business Response

  Date: 04/09/2025

  Please see the attached response.A review of Ms.s consumer account reveals that she leases a 250-gallon propane container. On January 9, 2025, Ms. Hogue requested that the delivery option on her account be switched from W*** **** ** **** ***l, which is Ferrellgas’ convenient delivery service where Ferrellgas estimates the customer’s propane usage based on our advanced computer system, and a delivery is automatically scheduled when our system indicates that a refill is needed.

• Initial Complaint

  Date:03/28/2025

  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.

  Service was cancelled on 2/20/25. As of 3/28/25 the tank is still not been picked up after repeatedly being told I would be contacted to set a date. I have called every week and now today (3/28/25) was told they “don’t pick up in winter” … it’s 70 degrees today. The tank is blocking access in our driveway to our storage barn and needs moved as promised.

  Business Response

  Date: 04/09/2025

  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:
  Ms. ******’s concerns relate to the pick-up of the propane container on her property. The tank was picked up on April 1, 2025