Business Profile

Propane

Ferrellgas

Headquarters

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Important information

Customer Complaint:
This business profile reflects national complaint activity

Complaints

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

Customer Complaints Summary

325 total complaints in the last 3 years.
103 complaints closed in the last 12 months.

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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:02/13/2024
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.
Cancelled service and they showed up with no prior appointment and broke my gas line removing their tank. I have been without gas or a call back since 2-8-24. I've called 4 times now each time telling me I will get a call from management.
Business Response
Date: 02/19/2024
February 19, 2024

Complaint Specialist
Better Business Bureau

Subject: ******* ******* - Complaint # ********

To whom it may concern:

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:

Upon Ferrellgas’s arrival to pick up the leased equipment, a pig tail cracked. It is my understanding
that the customer was unaware that the equipment that cracked was Ferrellgas’s equipment, not
hers. Furthermore, it is my understanding that the equipment has been replaced at no charge to
the customer and the issue has been resolved.

Please contact me with any questions or remaining concerns. Thank you.

Sincerely,
***** ******
Paralegal
Initial Complaint
Date:02/12/2024
Type:Sales and Advertising 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.
Refer to (2) Documents**** ** **..This is my Complaint in regards to the "Unacceptable Negligent Customer Service" we received from Ferrellgas Propane on 12/16/23 to 1/17/24. We have been Valued Customers for 20+ years with this company & we were set up for "Keep Full" & had just paid $59.99 in advance on 7/7 /23 for our "lock In Fixed Price Agreement". On 12/16/23 the week before Christmas & the New Years, a Ferrellgas Driver come up our driveway waved @ me & proceeded to go to fill up our tank . I seen him drive away very quickly but he did not come to the door he just drove off. We were concerned about him that maybe he was sick? I checked the tank & he had not even given us any gas it was still down on 20%., & the temperature was 26 degrees out . I tried to call the Office but were closed for the weekend we had to wait till Monday 12/18/23. On 12/18/23 I called the office 0800 am & spoke witt(cs):heryl & asked why we did not get a refill on 12/16 she looked it up & saw that the Driver "Skipped Us" because our tank was too close to the garage & asked if we had built a new Garage?? I told Cheryl that we have had this propane tank fora: .years & inthe s s.e,2t & we have never, ever had anyone or any other propane company drivers in 30 years tell us our tank was too close to the garage & refuse us service?
We were shocked we had no idea? She said she would get back to me* **** *****. Next day 12/19/23 in am I spoke with(*********** she confirmed that I had called the day before , saw all the info & she said she would send in my request & get back with me {No Call Back}. On 12/20/23 for the 3rd time I called & spoke witt(_CS)<im , we went over everything again, & she apologized for our trouble & that she was going give this info to her Manager right away . I told her that I needed to hear from someone that morning in order to resolve this issue or look for another propane company to get gas or new tank!
**** *******We did some research on our own & found that the tank needed to be 10 ft away from -a structure, but also that if a Driver refuses to fill a customers tank than they are required by Code {NFPA
-******** ********* to notify the Customer by writing {letter} , we never a got a call or letter. We tried to buy a new tank but the only option@ the time was to lease one. Because we were unaware for 30 years about this tank & its location by any Propane Co. we were determined to follow the rules, as we are law abiding citizens so we had the old tank removed & had a new leased one installed & certainly not by Ferrelgas! ! **** **** ********** ***** * * ***** ******** ** **** *** * ** **** *** ********** ** **** ** ******* ***** *** ******** ****** ** **** ****** ** ****** ** *** ****** ** ******** ***** ** ** *** ********** **** ******** ************** * **** * ******* **** *****
* ********** ******* **** **** *** ***** ****** ** **** *** **** ****** ** **** * * *** **** ****** ******** ** *** **** **** ****** ****** * **** ***** ****** ** **** **** ******* *** ** ******* ** ******* ******** ***** **** * ******* *** **** **** ** **** ** ***** ** **** **** *** ****** ******** **** ** ** ** ** ***** *** * ****** ** *** **** ** ********** *** *** ******* *** **** ** ********** ***** ***** *** ******** *** *** ** **** ******* ** ****** *** *************** *** **** ***** *** * ******** **** ** * **** *** *** ** **** ***
Business Response
Date: 02/13/2024
Response attached.The consumer complaint filed by Mr. ******** 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:
Mr. ******** expressed concerns related to a service delay and customer service. Ferrellgas takes
the safety of our customers and employees seriously and while we understand the driver’s
concerns, better communication and collaborative resolution measures should have been taken
in this situation. Mr. *********s complaint was shared with relevant field managers and the
issue(s) will be addressed internally.
We understand the frustration the customer feels, and sincerely apologize for the delay and
service the customers experienced. Ferrellgas strives to provide the best in customer service and
we regret that he did not receive such a level. His Platinum Plus fee reimbursement has been
initialized.
Thank you for bringing the customer’s concerns to our attention. Please contact me with any
further questions or concerns. Thank you.
Customer Answer
Date: 02/21/2024

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

I am rejecting this response because: On 2/13/24 I received a response from Ferrellgas in regards to my complaint & they stated to me that my Platinum Plus fee reinbursement of $59.99 has been initialized , but here we are today 2/21/24 @ 3:40 PM and I just checked the mail & my Credit Card & I have received nothing & I can't say I am one bit surprised ??? I expect my reinbursement money to be refunded to me immediately. Thank You..

Sincerely,

****** ********
Initial Complaint
Date:02/09/2024
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.
Called and ordered propane on the 14th of January 2023. it's February 8th 2024 still no propane I've been without hot water and hear for over a week. I've attempted multiple times to get answers with Nother but excuses I want my tank filled and a refund issued for the inconvenience
Business Response
Date: 02/21/2024
Response attached.To whom it may concern:
The rejection 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:
Mr. *****’s concerns relate to a delivery delay.
On February 9, 2024 Ferrellgas completed a delivery to Mr. *****. Ferrellgas strives to
provide best in class customer service. We understand and regret the customer’s
dissatisfaction. In addition to the previous discount Mr. ***** received, his price per
gallon has been further discounted and $100.00 waived from his total bill. While this
process takes several business days to complete approval, the discounts have been
initialized.
Thank you for bringing the customer’s concerns to our attention. I hope the above
resolves any remaining questions or concerns. Of course, please do not hesitate to
contact me.
***** ****
***** ******
*********
Customer Answer
Date: 02/24/2024

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:02/07/2024
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.
We buy gas and they refuse to deliver within an appropriate timeframe. It’s winter and we have small children. When we purchased gas we had a little left and now we are completely out. The company charges an extra 100 for “faster” delivery and then want to charge an extra $75 to look for a “gas leak” since we have ran out waiting for them to deliver the gas. The gas already cost on average of $500 just to fill it. Since we were not able to afford the extra money for faster delivery we get punished. We paid for gas on 2/2/24 and are being told it will be delivered on 2/14/24.
Business Response
Date: 02/09/2024
Response attached.
Dear Complaint Specialist:

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:

Unfortunately, we cannot locate an account under the name or with a contact name of *******
******. Due to customer privacy, we cannot provide customer information to a non-party.

That said, we are currently not able to publicly address Ms. *******s concerns. If she is able to be
added to an existing account as a contact, we would certainly address the concerns at that time.

Thank you,
***** ******
Paralegal
Initial Complaint
Date:02/06/2024
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.
Ferrellgas is propane provider and only source of heat I have been put for a week now and they can't and won't get me gas until the 20th but I can't use anyone else to fill their tank my pipes will freeze and cause more damage plus it hurts my health and I have a child in the house.
Business Response
Date: 02/08/2024
Response attached.
To whom it may concern:

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 the customer’s account reveals he commenced services with Ferrellgas in
January 2020; leases a 500-gallon propane container and chose our “Will Call” delivery
service.

Mr. *******’s concerns relate to delivery timing.

The customer placed an order on February 1, 2024. Our records reveal that upon ordering
the customer stated that there was 0% propane remaining in the tank.

Mr. ******* is a Will-Call customer. This means that in order for us to know that he needs
propane, he has to call us. Per our Customer Agreement for Propane Sales and Equipment
Rental (“Customer Agreement”), we recommend that a Will-Call customer contact
Ferrellgas no less than when their tank is at 30% propane remaining or at least seven (7)
business days prior to needing propane. This is especially important during the cold
winter months when demand is high and hazardous weather conditions can result in short
delays. All deliveries are routed in the order they are placed. Ferrellgas delivered the
customer’s order on February 7, 2024 (4 business days after the customer placed his
order).

Ferrellgas strives to provide best in class customer service and we want Mr. ******* to
know that our teams are working hard to service and deliver to each customer in a timely
manner.

Thank you for bringing the customer’s concerns to our attention. I hope the above
resolves any remaining questions or concerns. Of course, please do not hesitate to
contact me.

Thank you,
***** ******
Paralegal
Initial Complaint
Date:02/05/2024
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.
Knowing what I know now I would’ve never used this company. I bought a home two years ago with an existing propane tank belonging to Ferrell gas. It was gigantic and very very old. Ferrellgas said it was fine with no leaks, but that was not true. It leaked and I only understood this by how fast the gas was being used. They blamed it on my home, which was not true. I had an independent company come and check the tank and it was leaking horribly. It was only at that time that they came and switched the tanks out. I had still, however, paid for that gas.
Months ago I smelled gas at the tank. I called Ferrellgas and let them know that I smelled gas at the tank only and never in my home. They came out, filled my tank and never said anything about the leak. I figured they must’ve thought it was fine Fast-forward to a few months later and the leak was still present. I called Friday afternoon to pay my bill, have more gas delivered ( BECAUSE IT WAS LEAKING) and asked again that they check the tank. I came home this evening, and my gas was shut off because the tank had indeed been leaking. (FOR MONTHS) They didn’t fix the leak. They shut off my gas and left for the weekend. It’s Friday night and I am sitting here with no heat and was just informed that no one will be out until Monday.
The “emergency services” representatives treated me horribly, to the point that I wonder why they even have what they refer to as “emergency services“
At 1 o’clock on Friday afternoon Ferrellgas came to my home and understood the tank was leaking. They turned the tank off, knowing I would not have heat until Monday and they left for the weekend.
It’s 2/2/24 and they won’t be back until 2/5/24z 3 days with NO HEAT for an issue that could literally cause an explosion that they left for MONTHS and they finally show up and do not fix it but turn my heat off?
Dangerous company.
I want my money back and I want their tank off of my property immediately. I do not recommend this company to anyone.
Business Response
Date: 02/06/2024
Response attached.The consumer complaint filed by Ms. ******* 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 Ms. *******’s consumer account reveals she commenced services with
Ferrellgas in December 2021; leases a 330-gallon propane container; chose our “Will Call”
delivery service and Net 30 payment terms.
Ms. *******’s concern relates to leak services and customer service as well as a request
for service termination.
Ferrellgas records reveal the following timeline:
December 29, 2021
Customer was out of gas and a standard leak test was completed. No leaks were detected.
May 9, 2022
Ferrellgas replaced the tank with the existing 330-gallon tank. A leak test was completed
and no leaks were detected.
June 2022
Customer requested another leak test which was completed and no leaks were detected.
February 2, 2024
Customer reported that she smelled gas. A Ferrellgas technician responded that same day
but no one was home so the technician was forced to only red-tag the tank. Our records
reveal that a voicemail was left for Ms. ******* prior to our arrival on February 2 that
someone would need to be home or the tank would be red-tagged.
To assist in scheduling another time to test/repair/fill the tank, Ferrellgas has reached out
to the customer multiple times:
February 4 at 2:51pm
Customer Answer
Date: 02/19/2024
In 2021 Ferrell gas left a very old leaking tank on my property for the entire winter. I went through propane like crazy and couldn’t figure out why it was so expensive and come to find out there was indeed a leak.
Ferrellgas did, rectify this matter by crediting my account, picking up the leaking tank, replacing the tank with a new one and covering all and any line fees. I literally had to fight to receive any customer service.
I called on Friday, February 2 to pay my bill, to order more gas, and to once again let Ferrellgas know that I could smell propane at the tank. If someone would pull that call, we could hear exactly what I said, and I’m absolutely certain they have it. Several times during that call, I let the representative know that I have never smelled it in the house and had no concerns of that whatsoever.
Ferrellgas representatives came out at 1 PM on a Friday afternoon and left me with no heat and did not care for one moment that I wouldn’t have heat for the weekend. It’s gotten to the point where I cannot trust this company for safety or decency. I don’t believe for one moment that I did not have a leaking tank. The tank has been sitting here for several weeks and it went from 30% all the way down to under 20% how did that happen?
I would like to be done with this company once and for all. The tank was finally removed from my property on Friday, February 16th and I am currently with another propane provider. I would ask that Ferrellgas pay for my last propane delivery. Also, it’s worth reiterating that they took the tank with 20% in it.

Thank you,

****** ******
Initial Complaint
Date:02/05/2024
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 had been a customer for 30 years and when I stopped needing Ferrell gas service they refused to give me my credit money from my account. The amount due me is a little over 3.000.00 dollars. Please help , thank you very much
Business Response
Date: 02/05/2024
Response attached.
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:
*** ****** concerns relate to a reimbursement.
A review of this customer’s account indicates all funds that Ferrellgas received were paid
by a state Energy Assistance program. Therefore, any credit(s) on her account would be
returned to the payor – the Energy Assistance program, not to the customer. In July 2023,
Ferrellgas sent a letter to *** **** explaining the above.
Thank you for bringing *** ****** concerns to our attention. I hope the above resolves
any remaining questions or concerns.
Thank you,
Katie Graham
Paralegal
Customer Answer
Date: 02/06/2024
The funds in My account have been provided by a variety of sources. The point is it was MY ACCOUNT . if they can not refund a DISABLED DYING woman her funds, this is truly a sad state of affairs!! if we can not come to a resolution, then I will be forced to go to the newspapers.
Business Response
Date: 02/08/2024
Response attached.
Initial Complaint
Date:01/29/2024
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.
1/11/24 contacted Ferrell Gas regarding a gas leak. They responded by coming over and shutting off the gas and leaving me without heat for 4 days. I contacted them 32 times and they didn't respond during those 4 days. I contacted another gas company who repaired the leak and found that the Ferrell Gas employee did not tighten the fill cap and that gas was leaking out since 1/11/24. I had to miss two days of work while this was occurring. To date, I have not paid their bill of 1/11/24 for $338.33.
Business Response
Date: 01/30/2024
Response attached.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 customer’s concerns relate to a leak service and repair.It is my understanding that Mr. ******’s service area experienced short delays in service timeframes due to the weather. Ferrellgas strives to provide best in class customer service and sincerely regrets that the
customer did not receive such a level of service. His complaint has been forwarded to the relevant field personnel and all service-related charges will be waived. A Ferrellgas District Manager will contact Mr. ****** directly to discuss further. resolves any remaining questions or concerns. Of course, please do not hesitate to contact me.

Customer Answer
Date: 01/31/2024

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:01/29/2024
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.
On Jan. 6, 2024 we called Ferrell Gas for a odor in our condo. They informed us that the fee would be 200.00 for the visit. There was no gas leak. Later when I received our bill, the charge for that day was 750.00! I was very angry and upset, I immediately called them. They said in addition to the 200.00 there is a 150.00/hr. charge!, and they claimed they were here for 3 hours which my husband and I totally disagree, They Were NOT here that long. closer to 1.5/2hrs. They also informed me that our account was on a Credit Hold and they will not deliver gas to us until it is paid in full. I WOULD NEVER HAVE HAD THEM COME IF I KNEW THAT! IS WHAT THEY WOULD CHARGE US! I explained this to them and put in our complaint and requested this 525.00 be removed. They were supposed to get back to us, and they NEVER DO! I am disputing the additional 525.00 which we were never informed of. This company has all bad reviews, and we have no choice the Condo. complex only allows Ferrell Propane Gas. I hope bbb can help my husband and I with this almost criminal issue. Best Regards, ****** and John ********
Business Response
Date: 01/30/2024
Response attached.The consumer complaint filed by Ms* ****** ******** 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. ******** is concerned about billing.
Ms. ******** commenced services with Ferrellgas in October 2023 at which time she
would have received a Welcome Packet enclosing our Customer Agreement for Propane
Sales and Equipment Rental (“Agreement”).
On Saturday, January 6, 2024, Ferrellgas received a call from the customer stating they
smelled gas. The on-call driver was located in Epping, NH which is about 1-1 ½ hours
away from Shirley, MA where the customer is located and the customer was charged
according to the above referenced Agreement.
Ferrellgas strives to provide best-in-class customer service and we regret that Ms. ********
feels that she did not experience such a level. Her complaint has been forwarded to the
relevant field managers and for customer satisfaction, Ms. ********’s account balance has
been rebilled to include only the Emergency fee and service labor at the site.
Thank you for bringing the customer’s concerns to our attention. Please contact me with
any questions or further concerns.
Sincerely,
***** ******
Customer Answer
Date: 01/30/2024

I am rejecting this response because:
In addition to not being informed of the hourly charges which they did not tell me this included their travel time, They are extremely deceitful, they do not answer your phone calls, nor ever call you back, They obviously have no regard for there customers. Thier prices are so very much higher than their competition. We would never have chosen Ferrell Gas, but have no choice given the condo complex management. I am not accepting their reply Complaint: ********. They didn't even leave us a receipt of service for that day. We will pursue this further in the court of law. I will pay only the 200.00 I was quoted and request a credit of the remainder.
**** * ****** ********

62407393ECA24

Sincerely,

****** ********
Business Response
Date: 02/01/2024
Response attached.
Dear Ms.

The rejection filed by Ms. ****** ******** 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. ******** is concerned about billing.

Ms. ******** commenced services with Ferrellgas in October 2023 at which time she
would have received a Welcome Packet enclosing our Customer Agreement for Propane
Sales and Equipment Rental (“Agreement”).

On Saturday, January 6, 2024, Ferrellgas received a call from the customer stating they
smelled gas. The on-call driver was located in Epping, NH which is about 1-1 ½ hours
away from Shirley, MA where the customer is located and the customer was charged
according to the above referenced Agreement.

Ferrellgas strives to provide best-in-class customer service and we regret that Ms. ********
feels that she did not experience such a level. Her complaint has been forwarded to the
relevant field managers and for customer satisfaction, Ms. ********’s account balance has
been rebilled to include only the Emergency fee, applied to all emergency calls such as Ms.
********’s, and service labor at the site, totaling $275.00.

Thank you for bringing the customer’s concerns to our attention. Please contact me with
any questions or further concerns.

Sincerely,

***** ******
Paralegal
Initial Complaint
Date:01/26/2024
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've used their service since buying our house in 2016. When ordering propane delivery has never taken more than 3 days. I placed an order on January 16th. At the time I showed about 18% full on my tank. By the 19th, no delivery. I called on the 22nd, and also ran out of fuel that day as well. I was told I won't get delivery until the 25th, that there was no way to expedite the delivery, and that it was my fault for not ordering sooner. I called on the 25th and was told I'm not on the delivery schedule for that day. I was told they would contact dispatch to check delivery status.
They called back stating it will be at least 3 days. All this knowing that I was out of fuel with no heat in my house since the 22nd. This is in central Indiana. They showed no concern and again blamed me for not placing refill sooner.
Business Response
Date: 01/27/2024
Response attached.
To whom it may concern:

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 the customer’s account reveals he commenced services with Ferrellgas in May
2016; leases a 500-gallon propane container and chose our “Will Call” delivery service.

Mr. *********’s concerns relate to delivery timing.

The customer placed an order on January 16, 2024. Our records reveal that upon ordering
the customer stated that there was 18% remaining in the tank.

Mr. ********* is a Will-Call customer. This means that in order for us to know that he needs
propane, he has to call us. Per our Customer Agreement for Propane Sales and Equipment
Rental (“Customer Agreement”), we recommend that a Will-Call customer contact
Ferrellgas no less than when their tank is at 30% propane remaining. This is especially
important during the cold winter months when demand is high and hazardous weather
conditions can cause small delays. All deliveries are routed in the order they are placed.
Ferrellgas delivered the customer’s order on January 26, 2024 (8 business days after
receiving the order).

Expedited deliveries were not currently being offered in the customer’s area at the time
of order.

Ferrellgas strives to provide best in class customer service and we want Mr. ********* to
know that our teams are working diligently to service and deliver to each customer in a
timely manner.

Thank you for bringing the customer’s concerns to our attention. I hope the above
resolves any remaining questions or concerns. Of course, please do not hesitate to
contact me.

Thank you,
***** ******
Paralegal

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