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

  1202 E Patrick St Frederick, MD 21701-3171

• 

  Ferrellgas

  655 Ellicott St Batavia, NY 14020

• 

  Ferrell Gas

  2092 Water Street Ovid, NY 14521

• 

  Ferrell Gas

  PO Box 247 Ovid, NY 14521

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:12/03/2025

  Type:Customer Service 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 first started with a new contract for ferrel fuel for the upcoming heating season. They agreed to match another company for 2.35 a gallon. I received an email on October 1 2025 that I had a new bill upon going to my account I had a bill for 152.00 even though I never received any propane. I sent an email that I would not be using them for propane service because of these changes which were never agreed to. I also notified them that I would let them know when there tanks could be picked up. I called on October 22 2025 to let them know that the tanks were ready for pickup.that same day I received an email response to my previous email. They stated that the tanks would take a month to pickup. I sent another email on November 20th 2025 to find about the pickup since it's been close to a month and still no pickup. I did question this time frame because my house is only 1.5 miles from the business. They email stated they would get back to me about picking them up still haven't heard anything. The biggest issue is not just the tank pick up they owe me the cost of the gas in the tanks as well. So I'm worried about that being calculated correctly since they can't seem to schedule a simple pickup or answer an email in a timely manner.

  Business Response

  Date: 12/15/2025

  Please see the attached response.

  Customer Answer

  Date: 12/15/2025

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

• Initial Complaint

  Date:11/10/2025

  Type:Order 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.

  Nature of Complaint
  
  I am filing this complaint against Ferrellgas due to poor service quality and excessive pricing compared to the national market average.
  
  On 11/5/2025, I placed an order for propane with Ferrellgas. As of four days later, the order remains in the “scheduling” phase and has not been delivered. When I contacted customer service to inquire about an expedited delivery option, I was informed that it was not available in my area.
  
  This delay is unreasonable, especially since other propane suppliers in the Toledo, Ohio area consistently deliver within two days of ordering. It is also not a high-demand winter period, so there is no clear justification for such slow service. Each year, Ferrellgas’s service reliability appears to decline further.
  
  In addition to the delivery issues, I am being charged $3.29 per gallon, which is $0.86 higher than the current national average price of $2.43 per gallon (as reported by the U.S. Energy Information Administration for November 2025). Paying significantly more than market rate while receiving subpar service is unacceptable and appears to reflect unfair business practices.
  
  ?
  
  Desired Resolution
  • Prompt delivery of the propane order or a clear and reasonable delivery date.
  • A review and adjustment of pricing to align more closely with current market averages.
  • A written explanation of why customers in my area are being charged substantially higher prices and experiencing significant service delays.
  
  If this issue is not resolved satisfactorily, I will consider discontinuing service with Ferrellgas and exploring other suppliers.

  Business Response

  Date: 11/19/2025

  Please see the attached response.

• Initial Complaint

  Date:09/09/2025

  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.

  In May 2024 I contacted Ferrellgas to begin propane service at my retail location in Tucson, Arizona. REMOVEDbecame my point of contact. REMOVEDvisited me and said that he would need to get some permits i told him I already had the permits in hand. He said that was excellent, he would begin searching for a new tank, and to discontinue service with my current supplier
  
  In late June 2024 I contacted REMOVEDasking him where we were on the installation of the new tank. He told me that he's working to get their tank shipped to Arizona and that he needs to pull permits but it should be a quick turnaround.
  
  In late July 2024 I contacted REMOVEDquestioning him on the permits. Instead he stoped by my business and told me that we were close to getting the permits. City records show REMOVEDdid not apply for permits until July 29, 2024. 2 months after I had discontinued service with my old supplier.
  
  On July 30, 2024 REMOVEDtold me that we need to install a new pad because the old bolts on my pad were cut and new boats were drilled in and he claimed on top of that my pad was only an inch thick. That is false, my pad is a 5 feet deep. The same pad he saw in May 2024 and in 2019 when he pulled a permit for the same exact pad with the same exact bolts drilled in. I wrote a negative review about mt experience. Shortly after REMOVEDtexted me and told me that he will not be moving forward with anything. If REMOVEDclaims to be a stickler of the rules, I know many places where he has bent and broke rules to install propane equipment.
  
  I decided to let this go and go with a different company. I did not get back into the propane until January 2025, my business incurred $100,000 loss. This week I was informed by a relative of mine that REMOVEDwas telling other people that thousands to another company. That is false. Therefore, I will be contacting lawyers to file a defamation lawsuit against ferrellgas gas and REMOVEDfor the losses incurred between June 2024-January 2025 and damage to reputation.

  Business Response

  Date: 09/18/2025

  Please see the attached response.

  To whom it may concern:
  
  The consumer complaint filed by REMOVED 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:
  
  Ferrellgas was planning on swapping out the vertical bulk tank at a business associated
  with REMOVED, but there were some concerns with the dimensions of the concrete tank
  foundation and the existing anchor bolts. It was significant enough that Ferrellgas decided
  it would be unsafe to install the vertical 1150-gallon propane tank. Ferrellgas decided in
  August 2024 to not proceed with working with REMOVED and their business.
  
  Thank you for bringing REMOVED’s concerns to our attention. We hope that the above
  resolves the dispute. However, please do not hesitate to contact me with any further
  questions or concerns.
  
  Sincerely,
  REMOVED
  Paralegal

• Initial Complaint

  Date:09/05/2025

  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 have a 500 gallon underground propane tank. On December 18 2024, Ferral gas filled my propane tank with 250 gallons of propane. Putting my tank at 70%. You are not supposed to fill a propane tank more than 80%. My tank was at 20% before the fill. That is 100 gallons of fuel. After the fill it was 350 gallons. During the coldest months I only use about 30 gallons of fuel. In January 21st 2025, they claim to have added 199 more gallons of fuel. Which I did not authorize or get a receipt for. If I had used even a little more fuel during that month max would have been 50 gallons as I use a wood stove and electric space heaters to supplement. So that would have put me at least 300 gallons of fuel. How ever they “marked” “my” tank at 40% in January. Which means I would have had to use 150 gallons of fuel in just a month. To any other propane provider this would have flagged a leak. They however filled my NEIGHBORS tank and I am getting charged for it. They claim to say that they checked the serial
  Number on my tank. How ever. I own my own tank. It’s is underground and there is no serial number on my tank or tank hatch. They said they couldn’t do anything for me and refused to give me the “serial number” they checked for. I am not the only one in this town that they are doing this too. As long as I have lived in this house I have not had to fill my tank 1 time a year. Twice in a month is unheard of. February was colder and I haven’t had my tank filled since December and I am now sitting at 40%. And between November and December I only used about 8% of my propane tank as I monitor it closely.

  Business Response

  Date: 09/17/2025

  Please see the attached response.

  The consumer complaint filed by REMOVED 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:
  
  In December 2024, Mrs. REMOVEDplaced an order through MyFerrellgas for 250 gallons of
  propane. On December 16, 2024, the delivery of 250 gallons of propane occurred. The
  REMOVEDs’ account is 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 delivery is automatically scheduled when our system indicates that a refill is
  needed. In January 2025, Ferrellgas’ system indicated that a refill of the tank needed to be
  scheduled. On January 21, 2025, a driver went out to the tank to deliver 199.1 gallons of
  propane. The driver noted that the tank was at 40% prior to delivery, and the 199.1 gallons
  filled the tank to 80%.
  
  As an Auto Fill customer, a delivery of propane occurs when Ferrellgas believes that
  delivery is appropriate based on our advanced computer system. Auto Fill customers are
  not contacted in advance of delivery. Calculations of the amount of propane delivered line
  up to the tank percentages noted prior to both deliveries and the tank percentages noted
  after the deliveries occurred.
  
  With regards to the claim that the propane was delivered to a neighbor’s tank and not the
  REMOVED’ tank, Ferrellgas utilizes technology that notes the location of Ferrellgas’ trucks
  through GPS. GPS records during December 16, 2024 and January 21, 2025 show that
  deliveries occurred to the Hills tank these days and not to a neighbor’s tank. As such, the
  charges for these deliveries are accurate.
  
  On August 29, 2025, Mrs* REMOVEDcontacted Ferrellgas to dispute these deliveries. A one-time
  goodwill credit of $100.00 was offered to Mrs. REMOVEDbut was not accepted. The credit
  remains available for Mrs* REMOVEDto accept. There is currently a hold on the REMOVEDs’ account
  due to the outstanding balance owed for these deliveries.
  
  Thank you for bringing REMOVED’s concerns to our attention. We hope that the above
  resolves the dispute. However, please do not hesitate to contact me with any further
  questions or concerns.
  
  

• Initial Complaint

  Date:09/04/2025

  Type:Product 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 a Blue Rhino propane tank from the Sylva, NC REMOVEDkiosk on 8/25. When I tried to use it at home on 8/30, I found the valve would not turn and there appeared to be oxidization around the valve. It was not the same bronze-colored valve as was on the other tank I already had. As I needed the tank that day, I attempted to contact the company through their phone number, but reached an automated message that said hours of business were Monday through Friday from 9 AM to 5 PM. I was forced to exchange the faulty full tank for another tank. I have bank transactions to show the two purchases. When I emailed the company, I received a "too bad" message that said since I no longer had the tank, there was nothing they could do and that I should have called the number, which I had done. I am not trying to recover the full cost of the tank from the kiosk but the exchange fee I had to pay to get a new tank. On a side note, inspections for these tanks must be extremely minimal as the tank I exchanged for on 8/30 had an open valve on it. Attached are pictures of the purchases, the faulty tank valve appearance (has grey metal) and the tank valve on the one I already had that is not faulty (bronze metal) for comparison.

  Business Response

  Date: 09/08/2025

  Response is attachedSubject: REMOVED– REMOVED 
  To whom it may concern: 
  The consumer complaint filed by Ms. REMOVEDhas been forwarded to the Ferrellgas Legal 
  Department for investigation and comment. 
  It is my understanding that Blue Rhino contacted Ms. REMOVED, and her complaint has been 
  resolved. 
  Thank you for bringing Ms. REMOVED’s concerns to our attention. Please contact me with any 
  further questions or concerns. Thank you. 

  Customer Answer

  Date: 09/09/2025

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

• Initial Complaint

  Date:08/27/2025

  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 have a credit of $ 189.34 on my account and have been trying to get a check mailed to me from Ferrellgas for 10-weeks. I've made 6 phone calls with no resolution. Today 8-27-2025, Ferrellgas tells me they mailed a check 2 weeks ago. I do not have it. I can not get ahold of anyone in the corporate office to talk to-voice mail loop that goes to nowhere. I want to go to their corporate office and pick up a check if possible. Can you help me with me in getting me this refund check. I go through this with Ferrell gas EVERY YEAR.

  Business Response

  Date: 08/29/2025

  Please see the attached response.The consumer complaint filed by REMOVEDhas 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 refund to Mr. REMOVEDwas issued to the card used to issue payment, not a check as mentioned in the complaint. The refund was processed on August 18, 2025. The refund should appear on Mr. REMOVEDs card within 7-10 business days.
  Thank you for bringing REMOVED’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.
  Thank you,

  Customer Answer

  Date: 08/29/2025

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

• Initial Complaint

  Date:08/13/2025

  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.

  TRANSACTION DATE: JANUARY 2025 I PAID FERRELLGAS 420.00 TO PUT PROPANE IN MY TANK, IT REMAINS EMPTY TILL NOW I SPOKE WITH AN AGENT & THEY SAID THE PROBLEM WOULD BE RESOLVED. I CHECKED WITH MY CREDIT CARD COMPANY & NOTHING HAS BEEN POSTED ON CREDIT TO MY ACCOUNT. THEY SAID I WOULD HAVE TO PAY TO HOOK UP THE TANK SINCE I OWNED IT & I ASKED FOR AN EMAIL VERIFYING THE FACT WHICH I ALSO DID NOT RECEIVE.
  

  Business Response

  Date: 08/19/2025

  Please see the attached response.The consumer complaint filed by REMOVEDhas 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 refund was processed on August 6, 2025 and should appear in Mr. REMOVED’s account within 7-10 business days.
  Thank you for bringing REMOVED’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.

  Customer Answer

  Date: 09/02/2025

  Complaint: REMOVED
   
  
  I am rejecting this response because: I CHECKED WITH MY CREDIT CARD COMPANY & THE ONLY CREDIT THEY SHOW IS $211.OO  THESE PEOPLE ARE PLAYING GAMES & I WOULD LIKE TO RESOLVE THIS MATTER.
  
  
  
  Sincerely,
  
  
  
  REMOVED

  Business Response

  Date: 09/04/2025

  Response attached.To whom it may concern:
  Our records indicate that Mr. REMOVED’s refund was processed on August 6, 2025, and
  was issued back to Mr. REMOVED’s credit card, ending in REMOVED. As previously stated, a
  confirmation of the refund was sent to his email address on file. Below is a screenshot of
  our records showing that a full refund of $425.80 was processed.
  Thank you for bringing REMOVED’s concerns to our attention. We hope that the
  above resolves the customer’s remaining questions and concerns. However, please do
  not hesitate to contact me with any further questions or concerns.
  Thank you,
  REMOVED

• Initial Complaint

  Date:08/07/2025

  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.

  Hi. I moved to an unincorporated community in Los Angeles County a year and 3 months ago. I have no experience with propane gas for household usage as I lived in non-rural areas where there are natural gas lines, so I was shopping around for propane providers. I called Ferrell Gas and received a quote. They ran my credit and the price was too high, and something seemed "off." I told them I would shop around. The agent used her sales tactics, but I didn't fall for it. I never signed ANYTHING with them, nor did they ever come to my home. I just called to get a quote - that is all. I did my research and decided on another company. The other company arrived (on time) with their equipment and tank; very professional, nice and I was relieved to have hot water and gas. Shortly thereafter, I received a bill from FerrellGas. At first, I called my current propane supplier, and they said it was not them. I called Ferrell gas and they said I had their tank at my house, lol. I'm like, "What? I called to get a quote and I have your tank? When did you deliver it because I have propane service with another company." Absolutely Ludicrous. I said, "How can I have two propane tanks using two companies?" They said they will send someone out here to check. I said, "Please do because how am I going to hide a huge propane tank and why would I want to!" A year later, I am STILL getting a bill from them after numerous calls to them to correct this. Each time, they would say, "Oh, I will talk to my manager." I DON'T HAVE YOUR TANK, and after this high-level of ineptitude, I do not Ever want your service. I ONLY CALLED TO GET A QUOTE. How do you not get this? Why are you sending me bills for service or equipment I never got, have I never signed for? I am very close to getting a lawyer. The incompetence of this company is off the charts. SCAM.

  Business Response

  Date: 08/13/2025

  Please see the attached response.

  
  To whom it may concern:
  
  The consumer complaint filed by REMOVEDhas been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation and
  talked to the relevant field personnel.
  
  Ferrellgas’ records indicated that there was a leased propane container on the property
  under a previous customer’s account. The charges were for the yearly rental fee for this
  propane container. Upon review of this matter, the decision was made to remove the
  charges, and the propane container is no longer associated with Ms. REMOVED. Ms. REMOVED
  does not owe anything to Ferrellgas at this time.
  
  Thank you for bringing REMOVED’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.
  
  Sincerely,
  REMOVED
  Paralegal

  Customer Answer

  Date: 08/13/2025

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

• 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 REMOVEDpropane 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 REMOVEDcustomer 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 REMOVEDrefused 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.
  
  REMOVEDsold 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: REMOVED
  
  To whom it may concern:
  
  The consumer complaint filed by REMOVEDhas been forwarded to the Ferrellgas
  Legal Department for investigation and comment.
  
  The complaint has been forwarded to REMOVED’s Customer Service department to
  address. It is my understanding that REMOVEDcontacted REMOVEDCustomer Service and
  advised that the propane cylinder’s valve came off. REMOVEDwas provided with the safety
  isolation procedure and was advised that the cylinder was safe to transport as long as he
  completed a leak test. REMOVEDwas 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. REMOVED
  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,
  REMOVED
  Paralegal

  Business Response

  Date: 07/24/2025

  Please see the attached response.The safety instructions provided to REMOVEDwere in accordance with REMOVED’s safety policies and procedures. REMOVEDwas 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. REMOVEDwas also advised that he could contact the fire department if he had concerns about the safety of the tank.
  REMOVEDprovides videos and information on their website under the Propane Safety FAQs that educates customers about propane safety when utilizing a REMOVEDtank. 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* REMOVED
  REMOVEDprioritizes 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 REMOVEDtank, such as performing leak tests and following instructions provided when a leak is present. While we understand REMOVED’s concerns, REMOVEDhas provided him with proper safety instruction as well as his options regarding resolution

  Customer Answer

  Date: 07/26/2025

  
  
  Complaint: REMOVED
  
  
  
  I’m writing in response to the follow up response from Ferrellgas/REMOVEDregarding 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,
  
  REMOVED

• 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
  
  REMOVED03/18/25 meter read 865REMOVEDSOMETHING WRONG YOUR FAULT NOT MINE
  
  REMOVED04/21/25 meter read 865REMOVEDSOMETHING 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! REMOVEDrefuses to provide an explanation. REMOVEDsent a shutoff email when I have four kids and a SUDDEN bill of almost 3 thousand dollars! REMOVEDsuddenly 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 REMOVEDresidence 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 REMOVEDresidence 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: REMOVED
  
  
  
  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,
  
  
  
  REMOVED