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:01/25/2024
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.
We purchased a stand alone generator so we had to have propane. Ferrellgas from Forsyth installed the tank for us. The first service cost us 254.72 for setting the tank and they measured from the driveway to make sure we could get propane delivered. They also put 25 gallons of propane. Then the second service was to hook the tank to the generator. The service men from Ferrell had to plumb it right and the cost for that service was 681.54. We had service from ********** ****** ***** * *** to turn the generator on so withe the 25 gallons in the tank the generator is now working. I DO NOT HAVE ISSUE WITH THE COST OF THE ABOVE. Our problem is we cannot get Ferrellgas to tell us when we can get a delivery. I called on January 11 and was told from the phone representative that the tank was still red tagged. I explained the generator showed it was working. She said I should hear from service within 24 hours, i did not. On January 15 I called back and the phone rep from Ferrell told me I could have the red flag removed and propane delivered the same time. She said I should hear from Ferrelgas within 24 to 48 hours. I did not. I called again on January 19th. I was told I would hear from the manager at Ferrelgas or the representative i was talking to by the end of the day. I did not. I called again yesterday (January 23rd and was told she would send a message to the manager of Ferrellgas ASAP. I have heard nothing as of 11:06 on the 24th. So my problem is we need propane and all I hear is" service will call you." I also have tried to contact them on their website on "Contact Us. Twice I have sent a message by that means and it reads I will hear within 2 business days. Ii have heard nothing. Also there is a way to order propane on their website. When I click that button, it shows error. You can see I have been rather patient but his is not right. There is no reason why service cannot return a call and tell me when propane can be delivered. I sure hope you can help. Thank You
Business Response
Date: 01/29/2024
Response attached.
Customer Answer
Date: 01/30/2024
Dear BBB,
I received a message from you last Thursday the 18th that my complaint had been forwarded to Ferrellgas. That evening by email I got a message that my order had been received by Ferellgas. The very next morning Ferrellgas delivered the propane. So all has been taken care of.
Again, my complaint was only because several times I was told several times I would receive a call from service, and never did. I had a red tag on my tank and that had to be taken care of before I could get propane. A call from service would have answered my question.
Other than that, the 2 men that set the tank and put the plumbing, etc. were all very nice men. the delivery driver was also very friendly.
Thank You,
***** *******
Initial Complaint
Date:01/24/2024
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.
-Paid for propane to be delivered by/before January 13th, 2024, propane never showed up
-Delivery was then promised by the 16th, another no show
-Customer service manager, ****** *, promised it would be at my house on the 19th, it didn't come
-It has been almost 3 weeks since ordering it and paying in full and still no propane
-Customer service is absolutely useless in helping
-I was able to speak with ****** again on the live chat function and she had no clue when my delivery would be, just said she will know more in 48 hours, meanwhile my tank has been empty for days when temps are below freezing (a major health/safety issue)
-I was able to find the number for the Nashville District Manager, *****, and he promised me a delivery on the 22nd and nothing showed up. I called him again on the 23rd and he promised again it would be here by noon on the 24th. I was then told my delivery was removed from the route because the driver was sick.
-Asked to speak to billing department several times about a discount and refund, and *****, said they would call me. They never did reach out.
-On the 24th after reaching back out to ***** about the order he promised would be here, I told ***** to remove tank from my property ASAP as i want to conduct 0 business with a company that treats customers like garbage. He promptly tells me he can have a driver fill it in 2 hours. Why on earth would I trust anything he says, or anyone from Ferrellgas at this point? I said no, pick up my tank and get it off my property. He, the District Manager, has promised and assured me two times it will be there and it's never even attempted to be delivered.
-Dispute filed with CC company since billing dept. will not contact me to refund my money

This same problem also happened to me last year, the same run around and excuses. Ferrellgas even flat out lied that they attempted delivery in 2023 but the tank was blocked. We have cameras, we were home, no one ever showed up or even drove by our house.
Business Response
Date: 01/25/2024
Response attached.
To whom it may concern:

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:

A review of Mr. ******’s consumer account reveals he commenced services with Ferrellgas
in September 2022; leases a 330-gallon propane container; chose our “Will Call” delivery
service and Pay In Advance payment terms.

Mr. ******’s concern relates to a delivery delay and reimbursement.

As you are likely aware, the customer’s service area recently experienced severe winter
storms that wreaked havoc on road conditions and extreme, low temperatures that
caused many of our trucks to either not start or break down. This led to a backlog in
deliveries. We highly recommend that all Will Call customers keep a close eye on their
tank gauge during or prior to extreme winter weather and take caution to report to us if
their tank usage is increasing significantly while waiting on a delivery. It is my
understanding that the customer attempted to contact Ferrellgas multiple times to report
the above. His complaint has been sent to the relevant field personnel for further training
if deemed necessary.

Ferrellgas strives to provide best in class customer service and we sincerely regret the
frustration the customer has experienced. A reimbursement to Mr* ******’s credit card has
been initiated and we will arrive to pick up our equipment as soon as ground conditions
allow.

Thank you for bringing Mr. *******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:01/24/2024
Type:Delivery 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 placed an order on December 18, 2023 for a propane delivery. I paid the total amount of $291.16 and it was deducted from my bank account. I was told the delivery would be made on December 26, 2023. That date then got changed to December 29, 2023, then to January 5, 2024, then to January 8, 2024, then to January 10, 2024, then again to January 15, 2024, and yet again to January 23, 2024. Today is January 24, 2024 and still no delivery and no explanation of why. We paid and they refuse to give us a refund nor the product that we paid for.
Customer Answer
Date: 01/29/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:01/24/2024
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.
Put my gas order in on 1/11.Delivery was supposed to be 1/23. I called on 1/22 as my gas was under 5% and asked for an emergency fill up. I was told that the emergency deliveries were halted until further notice because of the bad storms, bad weather etc....Where I live, we did not have any bad weather, storms we have clear weather and roads. Then I was told I would receive a call back to see if there was anything they could help with. No such call ever came. I called back late in the afternoon, and the only way to get ahold of someone was to say you were looking for new service. I was able to talk to someone very quickly. Told me that I was on route for 1/23. Later that night, I received an email saying my propane was scheduled for 1/25. It was very confusing since I was told I would have a fill up on 1/23. I called the morning of to confirm and was told we were still on route. When I hadn't received any confirmation of my delivery late in the afternoon, I reached out and was told we in fact were not on any delivery schedule for 1/23 but rather 1/24. It was very upsetting news as I have a 4 month old and 3 year old at home. She even explained that they are short staffed and only have 1 driver and he works 10 hrs/ day and that I was on his scheduled deliveries for 1/24. I called on this morning, 1/24, and the lady I spoke to notified me that I was not on the delivery route and she couldn't even tell me when I would receive my fill up.I was told was that my delivery was supposed to be on 1/22 and that they are really backed up in my area and they hoped to get it to me sometime. It seems they tell you what you want to hear and give you false hope just to get you off the phone. They don't call back either. The communication with this company is extremely difficult. It seems nobody in the company understands or knows what is going on. Now here I am with no gas, and no answers as to when I can expect any propane.
Business Response
Date: 01/26/2024
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:
A review of the customer’s account reveals he commenced services with Ferrellgas in
November 2014; leases a 500-gallon propane container; chose our “Will Call” delivery
service and Net30 payment terms.
The customer’s concerns relate to delivery timing.
Our records reveal that upon ordering the customer stated there was 15% remaining in
the tank.
Mr. **** is a Will-Call customer. Our Customer Agreement for Propane Sales and
Equipment Rental (“Customer Agreement”) states that we recommend that a Will-Call
customer contact Ferrellgas when their tank is at 30%. This is especially important if the
service area has experienced or is expecting inclement weather as this can cause short
delays in delivery timeframes due to either hazardous road conditions or even subzero
temperatures resulting in trucks not starting. All deliveries are routed in the order they
are placed. Ferrellgas delivered the customer’s propane on January 25, 2024.
Ferrellgas strives to provide best in class customer service and sincerely regrets that the
customer did not feel he received such a level of service. His complaint has been
forwarded to the relevant field personnel.
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: 01/29/2024
Complaint: ********

I am rejecting this response because:
While it is understood that it is a recommendation and not a requirement, I request for a fill up was still made. The initial response received also had a fill date of 1/23. Ferrellgas, according to the phone prompt also offers emergency deliveries. If this is a service they cannot deliver upon, this shouldn't be offered; even with "inclement weather or hazardous" conditions.
To say that Ferrellgas strives to provide the best customer service is blatant lie. The promise of phone calls or deliveries from your employees is uncalled for and should never happen. Over promised and underdelivered it was continually happened. That needs to be address internally with your employees.
The situation is unacceptable across the board.
What I would be looking for:
Payment for the prorated cost of the energy bill from 1/22 to 1/25 as we had to run space heaters in the house:
As I plan on switching companies, I would only like to pay for the gas that is used until I switch companies and have any additional fees waived.

Sincerely,

****** ****
Business Response
Date: 01/30/2024
Response attached.The rejection filed by ****** **** has been forwarded to the Ferrellgas Legal Department
for investigation and comment.
Mr. ****’s statement in regard to a Will Call customer ordering when their tank is at 30%
not being a requirement is correct; however, as previously stated, it is strongly
recommended, especially during the cold winter months. Ferrellgas delivers propane
nationwide and while Emergency deliveries are offered year round, some areas that are
experiencing extremely high demand may temporarily discontinue the offer.
If Mr. **** decides to switch propane providers, we will reimburse any unused propane
in the tank upon pick up as well as waive our standard pick up and pump out fees.
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
Initial Complaint
Date:01/23/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 11th 2024 we bought $962.66 worth of propane from Ferrell Gas. Delivery date that was emailed stated no later than the 19th. No one showed up on the 19th with no explanation. After three days without heat in our home due to no propane that was supposed to be here on the 19th, we still have no explanation, out $962.66, no one is answering the phones, I tried reaching out view social media, I sat on hold on the automated voice thing for 56 minutes before someone hung up the line. Since Friday the 19th we’ve received one email stating the date got change on the 22nd and that they’d be there the 22nd. No one showed up, this is when I tried to call with no answer and we are still without heat. Our house sits at 28 degrees. I’ve had to shovel money out to pay for space heaters, blankets, a plumber to come out as all of our pipes are frozen with no running water now due to no heat. Mind you we took extra precautions with heat tape but with no heat the pipes can not stay warm. Our electric bill is going to be triple running space heaters and paying for propane that still has not shown up and no one will tell us anything. We are freezing with no running water and no money now. I sit here watching my dogs shiver on a heated blanket because we have no other option than to sit here and wait as no other propane company will fill up there tank or remove it but we can’t even get ahold of Ferrell to get the tank removed so we can be assisted by another company. Going on 4 days with no heat.
Business Response
Date: 01/24/2024
Response attached.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. ************* consumer account reveals she commenced services with
Ferrellgas in May 2023; leases a 500-gallon propane container; chose our “Will Call”
delivery service and Pay In Advance payment terms.
Ms. ************* concern relates to a delivery delay.
Ms. *********** placed her propane order on January 11, 2024. All propane orders are
routed in the order they are received.
As you are likely aware, Ms. ************* area recently experienced severe winter/ice
storms that wreaked havoc on road conditions and extreme, low temperatures that
caused many of our trucks to either not start or break down. This led to a backlog in
deliveries. We highly recommend that all Will Call customers keep a close eye on their
tank gauge during or prior to extreme winter weather and take caution to report to us if
their tank usage is increasing significantly while waiting on a delivery. It is my
understanding that the customer attempted to contact Ferrellgas multiple times to report
the above. Her complaint has been sent to the relevant field personnel for further training
if deemed necessary.
Ferrellgas delivered Ms. ************* propane order on January 23, 2024, eight (8)
business days after she placed her order.
Ferrellgas strives to provide best in class customer service and we sincerely regret the
frustration the customer has experienced. In an effort of good faith, we have discounted
their most recent delivery and waived all service fees as well as placed 50-gallons free on
the account.
Customer Answer
Date: 01/27/2024

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 as we will be looking else where for our propane needs after we finish off this tank of gas.

**********

****** ***********
Initial Complaint
Date:01/23/2024
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 swapped over from another propane company and had my tanks set up on 01/17 I was given two tanks at 20% the tech told me he had ordered propane less than a week later in the cold NY winter I am at 1% now and the tech never scheduled a delivery Ferrell has so far been unable to work with me I have been calling every hour for an update! I just want propane so my house can be heated as this is my only source of heat. (1/23) the last two reps I have spoken with today have been very rude. Even though it is there mistake I don’t even care if I have to pay an emergency delivery fee I just want propane in my house.
Business Response
Date: 01/23/2024
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:
A review of the customer’s account reveals Mr. ***** commenced services with
Ferrellgas in December 2023 and his tank was set on January 17, 2024.
The customer’s concerns relate to delivery timing.
The customer placed an order on January 8, 2024. Our records reveal that upon ordering
the customer stated there was 20% remaining in the tank.
Upon setting Mr. ******* tank, Ferrellgas filled with 24 gallons of propane until we could
arrive again for a full fill. Ferrellgas completed the full fill on January 23, 2024 (4 business
days after the initial set/delivery). Upon arrival, the tank gauge read 10% remaining
propane.
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.
Initial Complaint
Date:01/22/2024
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 paid for a propane refill, and after a week and a half, they finally showed up. My husband told them he was sure we’ve had a leak for the past year and was going to stay and watch him check for a leak, because he was certain they had never checked. The man did indeed discover a leak but told us it wasn’t coming from the tank so we needed to hire someone else to get it fixed. So they red-flagged our tank and did not fill up our propane. We have no propane heating our house now and we are in below freezing temperatures . We had a company called Eck come out and within 15 minutes found that the leak was indeed on the propane tank, so Ferrellgas has to fix it.. We called Ferrellgas to tell them and they told us we’d have to pay a $200 emergency fee for their mistake. They put us on a ‘priority’ list and told us that someone would call us to schedule an appointment before the end of the business day. Nothing. We called twice the next day and they were no help, saying they’d have to call us back. It’s now been four days without propane now, and they still haven’t contacted us. We’ve had 5 space heaters running nonstop and we still can’t get our house about 53 degrees, not to mention that we can’t even cook without propane. We are at our wits end.
Business Response
Date: 01/24/2024
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 October 2019; owns a 500-gallon propane container; chose our “Will Call”
delivery service and Pay In Advance payment terms.
Ms. *******’s concern relates to a delivery delay and leak service.
Ms. ******* placed her propane order on January 8, 2024. Upon Ferrellgas’s arrival on
January 17, 2024, the customer advised Ferrellgas of a suspected leak. Potential leaks
should be reported as soon as the customer suspects one whether by the smell of gas at
or around the tank or extreme high usage is detected. The Ferrellgas driver found a small
leak at the valve and could not deliver propane. He red-tagged the tank until the leak
could be repaired.
It is my understanding that Ms. ******* contacted a local plumbing company who
sprayed down the fittings but completed no further testing. On January 23, 2024,
Ferrellgas repaired the fittings but discovered a leak in the line. We have placed the
customer in touch with a plumber that Ferrellgas uses in the area for tank installs to repair
the line leak.
Ms. ******* should contact Ferrellgas as soon as the leak in the line is repaired and we
will make her priority for propane delivery.
Thank you for bringing Ms. *******’s concerns
Customer Answer
Date: 02/08/2024
It has now been almost two weeks since our tank was fixed. We notified Ferrellgas on Monday, January 29th and requested them to come out and remove our red flag and deliver our propane that we paid for on January 9th. We’ve called back at least four times now and all they ever do is tell us that someone will call us back. We’ve emailed them the necessary documents to show that everything has been fixed as well and haven’t received a response there either. Today is Thursday, February 8th, and we called again this morning around 10 am and we were told that the scheduling department hasn’t even looked at our request! She then promised us that her or a manager would call us back today and schedule something. It’s now 5:20 pm and they are closed and no one has called us. This is unacceptable and completely unprofessional.
Business Response
Date: 02/12/2024
Response attached.
Initial Complaint
Date:01/22/2024
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 set up an account with FerrellGas in December of 2023, after one week of having the propane tank (124 gallon) the delivery driver came to fill up my tank without a scheduled delivery and over charged me for 34 gallons and the fees that come along with it. I know that I use less than that a week. That was on the 26th of December. I then called them to make sure I was on a “on call plan” so they don’t come by every week and charge me extra deliver fees.

I scheduled another delivery about 3 weeks later on the 12th of January expecting it to take a few days. They said they would be out no later than the 19th. Today is the 19th and I did not receive my propane. I am below 5% and it’s the dead of winter with temperatures below zero outside and I live in RV. I called today and they said they would be out today but I just received an email stating it will be 3 more days before they come out. I will definitely run out of propane by then.
Business Response
Date: 01/23/2024
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:
A review of Mr. *******’s consumer account reveals he commenced services with
Ferrellgas in April 2020; leases a 124-gallon propane container; chose our “Will Call”
delivery service and Net 30 payment terms.
Mr. *******’s concerns relate to a delivery timeframe.
Mr. *******’s propane order was placed on January 12, 2024 and delivered on January
22, 2024 (6 business days). Our notes indicate that the tank gauge read 10% remaining
upon delivery.
Delivery windows (estimates) provided to Will Call customers, like Mr. *******, usually
range from 3-7 business days from the order date. These windows are also highly
dependent upon weather and road conditions. It is unclear why the customer was
informed that his delivery would arrive in less than 7 business days.
Ferrellgas strives to provide best in class customer service and we sincerely regret that
Mr. ******* did not feel he received such a level. His complaint has been forwarded to
the relevant field management for further training if deemed necessary.
Thank you for bringing the customer’s concerns to our attention. I hope the above
resolves any remaining questions or concerns; however, please do not hesitate to contact
me.
Initial Complaint
Date:01/19/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a full tank of propane gas on 12/22/23 and prepaid $237.83. I was guaranteed a delivery date before 1/4/24. On 1/4/24, I has still not received the gas and was down to 10%. I called and they said it would come the next day, 1/5/24 and it never came. I called again on 1/6/24 and it came that night. They charged me $150.00 because they said I got a "next day" order. This was not a next day order. If it was, I would have received it on 12/23/23. Because I called to see when the gas was that I had paid for 2 weeks prior, I was charged $150. I am requesting a refund.
Business Response
Date: 01/19/2024
Response attached.
Initial Complaint
Date:01/19/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered propane when my tank was between 35 and 40%, as suggested by Ferrell gas, on January 11th. I paid for it, and was given a delivery by date on January 18th. Is hasn't been delivered, and this is the 3rd delivery in a row its taken longer than promised. It also happened in October, no bad weather, no calls, just repeated excuses why it isn't delivered. This time, it has been extremely cold, and I still don't have an answer for my delivery. The cold triggers my asthma, which I told them, and still nothing but excuses. We had no issues until Febuary 2022. Since then, excuses and delayed deliveries. I had to buy heaters to keep warm, and still can't keep most of the house warm. Excuses don't matter to me. I want the delivery on or before the promised delivery date.
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 *** *****’s consumer account reveals she commenced services with
Ferrellgas in January 2019; owns a 500-gallon propane container; chose our “Will Call”
delivery service and Pay In Advance payment terms.
*** ******* concerns to relate to delivery delays.
*** ***** placed her propane order on January 11, 2024. At that time, it was relayed to
our Customer Service Specialist that her tank gauge read 7% remaining.
*** ***** is a Will-Call customer. This means that in order for us to know that she needs
propane, she has to call us. Our Customer Agreement for Propane Sales and Equipment
Rental (“Customer Agreement”) in which *** ***** is a party to states that we
recommend a Will-Call customer contact Ferrellgas no less than when their tank reaches
30% remaining propane. All deliveries are routed in the order they are placed and it is
imperative for all customers to closely monitor their propane levels during extreme
winter weather as the low temperatures can result in higher usage rates and delivery
delays due to hazardous roads.
It is my understanding that *** *****’s delivery was routed for the first stop on January
26, 2024 but the customer cancelled.
In addition to the above-mentioned delivery concern. *** ***** states in her complaint
that Ferrellgas is late to deliver every time. We disagree with this statement and have
provided a history of the customer’s deliveries below. If a Will Call customer places their
propane order when their tank reaches 30%, Ferrellgas strives to deliver within seven (7)
business days, barring any weather-caused delays.
Business Response
Date: 01/29/2024
Response attached.
Customer Answer
Date: 01/29/2024
Ferrellgas is lying repeatedly about what happened. I was not told I would be the first delivery on the 26th. The woman told me on the 25th that I was on the route for the 25th, and no one ever said anything about the 26th. I called at 9:22am on the 25th, and I believe it's a recorded line, so please get the call because it proves what I'm telling you. I sent you screenshots of the chats, but I can forward emails too that verify what I'm telling you. IF they had told me I was the first delivery on the 26th, I still would've canceled because that would've been the 6th date I was given on this delivery. I've attached screenshots of the order process, to prove I have to put in tank percentage when I order. The tank percentage entered when I ordered was 40%.

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