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

• 

  Ferrellgass, L.P.

  5859 State Rt 31 Verona, NY 13478

• 

  Ferrellgas

  1026 Mercer Road Franklin, PA 16323

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:01/19/2024

  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 placed an order with Ferrellgas on Jan 8th, 2024. It was supposed to be delivered by Jan 15th, 2024. That date has come and gone. I call them up and they keep giving me the run around. I called tonight and they said they would deliver but then got called back and said they would not deliver to me tonight and she continued to say she didn't know when it would be delivered. I reminded the lady I have a contract from the summer that requires them to fill my tank. I paid $59.99 dollars for this contract. It is going to be in the teens this weekend and I am afraid of running out. Once the heat goes then the pipes will freeze incurring an additional expense. I need help.

  Business Response

  Date: 01/22/2024

  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 *** ******’s consumer account reveals he commenced services with Ferrellgas in
  August 2016, owns a 500-gallon propane container, chose our Will Call delivery service and Net
  30 payment terms.
  *** ******** concern relates to the timeframe of a propane delivery.
  A review of this customer’s account indicates that a propane order was placed on January 8, 2024.
  At that time, the customer indicated that his tank gauge read 30%. All deliveries are routed in the
  order they are received. This area experienced a winter storm that backlogged much of the Service
  Center’s deliveries. Our system indicates that upon delivery, *** ******’s tank gauge read 20%
  remaining. We understand the frustration the customer feels, and we fully regret the delay he
  experienced with his delivery. Ferrellgas must make prudent judgment calls regarding the risks
  involved in sending our personnel out on the road when weather conditions are less than
  favorable. Our Customer Agreement for Propane Safety and Equipment Rental states the following
  in regard to this subject: “We may refuse to provide service if we believe we cannot safely make
  delivery due to conditions on or approaching your property, including unsafe road conditions…”
  Ferrellgas’ drivers are working diligently 7 days a week to serve our customers’ winter propane
  needs.
  Additionally, *** ****** mentions a contract requiring Ferrellgas to deliver. He participates in
  our Platinum Plus program. In short, for an annual fee, customers can lock-in their rate to help
  keep prices manageable throughout the year. This is not a delivery contract.
  Thank you for bringing *** ******’s concerns to our attention. We acknowledge that he owns
  his propane container and could go anywhere for his propane needs. We value his past patronage
  and look forward to serving him in the future.
  Thank you,
  ***** ******
  Paralegal

• Initial Complaint

  Date:01/18/2024

  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.

  We use Ferrrel Gas for propane. We were running low last week so I called on Friday. They had me leave number to be called back. No one called. I called Saturday and was told no emergency service in our area. Called Monday was told 3 weeks for propane. Called Tuesday as we ran out. Was told to pay $150 and they would deliver next day. So paid the $150. No propane today. They say 3 weeks. We have no heat in middle of winter. I was also told they would not refund $150 until the deliver propabe.

  Business Response

  Date: 01/18/2024

  Response attached.

  Customer Answer

  Date: 01/22/2024

  1
  
  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:01/18/2024

  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 paid Ferrellgas $550.67 on January 9, 2024 for 200 gallons of propane. At that time I had 25 to 28% gas left in my propane tank. This is just below the advised level to order propane, 30%. It is now January 17, 2024 and I still have not gotten my propane. My propane tank is below 5% now. I have repeatedly called to find out what is taking so long to get my propane tank filled and I get no answers, apologies, or explanations. It is now running in the single digits to below zero temps for the foreseeable future. I need my propane tank filled before I run out of propane and my pipes burst! I also do not think they should bill me for low percentage of propane in my tank because I called in plenty of time for them to come out and fill the tank before it got to 10 percent or below. I need service from them NOW !

  Business Response

  Date: 01/18/2024

  Response attached.

• Initial Complaint

  Date:01/18/2024

  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.

  I placed an order over a week ago and they told me that they would deliver the propane by Friday the 12 th of January and they still haven’t brought it. They also told me that if I’d pay an extra 100.00 they could deliver in 2 days, my complaint is if they can deliver in 2 days why can’t they deliver now?

  Business Response

  Date: 01/22/2024

  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 *** ********’s consumer account reveals she commenced services with Ferrellgas
  in May 2023, leases a 325-gallon propane container, chose our Will Call delivery service and Pay
  In Advance payment terms.
  *** ********’s concern relates to a propane delivery timeframe and an Emergency fee/service
  offered to her.
  A review of this customer’s account indicates that a propane order was placed on January 5, 2024.
  At that time, it was indicated that the tank had 0% propane. *** ******** is a Will Call customer.
  Our Customer Agreement for Propane Sales and Equipment Rental (“Customer Agreement”)
  states that Will Call customers should order propane when their tank reads 30% so that we have
  ample time to get to them, especially during the cold winter months when demand peaks and
  hazardous weather conditions can cause delays. Ferrellgas drivers are working diligently, 7 days a
  week, to serve our customers’ winter propane needs. The customer’s area experienced an
  unexpected, very brief and unprecedented driver shortage that resulted in some delays. *** ******** received her propane delivery on January 18, 2024.
  *** ******** additionally mentions that she was offered a two-day delivery for a fee. All
  deliveries are routed in the order they are placed. When an emergency delivery is requested, we
  have to pull our driver off of his or her route to complete the emergency delivery. Consequently,
  other customer orders are pushed back a day or more. Therefore, our Customer Agreement,
  states: “We will deliver Propane according to a schedule that we establish. If you request us to
  deliver Propane to you at other times or on an emergency basis, we may, at our option, impose
  additional delivery charges (as set forth on the Current Charges List).”
  Ferrellgas strives to provide best-in-class service and we sincerely apologize for the frustration
  the customer experienced. We want *** ******** to know that our teams are working hard to
  accommodate each customer and have forwarded his complaint to the relevant field personnel
  to address with additional training if deemed necessary

• Initial Complaint

  Date:01/17/2024

  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.

  Placed order money was taken out my account 01/04/24 was told my order would be delivered on or before 01/11/24. Has not showed up I called 01/12/24 they said truck was coming 01/14/24. Got home looked it still has not arrived called they said work order was marked completed. Driver ran out of hours and closed work order out did not deliver the gas. They said supervisor emailed management about the situation about trying to get gas out. Never got a call back called them morning of 01/16/24 they said truck was coming today. Have not seen truck today messaged them on live chat they told me planner called the truck off. I asked why and she gave me a number of things it could have been. I called the business and opted for call back, when he called me he put me on hold for a while trying to find out why the planner called it off cause it didn’t say planner called it off. He emailed the supervisor in my area said it could take 10 minutes or the rest of the day. I want an explanation of why I have been put on the back burner even before this bad weather. It has been 2 weeks and now I’m currently in between 5-10% as of 01/16/24 and do not know a delivery date.

  Business Response

  Date: 01/23/2024

  Response attached.

  Customer Answer

  Date: 01/23/2024

   
  
  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:01/16/2024

  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.

  I called Ferrell Gas on 1/11/24 telling them our propane tank was low and that we needed them to do the minimum fill. We paid them $572 dollars and were told that delivery would be anywhere from 1/11/24 to 1/25/24. On Saturday 1/13/24 we ran out of propane. We rely on it to heat our home and use our stove and oven. When we called Ferrell Gas we were told that they didn't do emergency deliveries in our area even though their website states that they do. Then they stated that our payment didn't process. My husband stayed on the line the second time until we recieved email confirmation that the payment processed. We are experiencing single digit temperatures in our area with wind chills in the negatives. Monday night our waterline froze due to not being able to adequately heat our home. When we called Ferrell Gas again were were once again told that they would not make any exceptions to fill our tank nor would they allow a different company to fill it for us. This leaves us with no heat or an oven for an unforseen amount of time in single digit temperatures. I'm requesting that Ferrell Gas either schedules an emergency delivery to our address or allows a different company to fill it for us. It isn't our fault that they cannot meet the needs of their customers and we are essentially being held hostage by them in this situation.

  Business Response

  Date: 01/17/2024

  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 *** ******’s consumer account reveals she commenced services with
  Ferrellgas in July 2022; leases a 500-gallon propane container; chose our “Will Call”
  delivery service and Pay In Advance payment terms.
  *** ******’s concerns to relate to a delivery delay.
  *** ******’s propane order was placed on January 10, 2024. At that time, it was relayed
  to our Customer Service Specialist that her tank gauge read 11% remaining.
  *** ****** is a Will-Call customer. This means that in order for us to know that she needs
  propane,  has to call us. Per our Customer Agreement for Propane Sales and
  Equipment Rental (“Customer Agreement”), in which *** ****** is a party to, we
  recommend that a Will-Call customer contact Ferrellgas no less than 7 business days
  before they will need a delivery or when their tank is at 30%. All deliveries are routed in
  the order they are placed. Additionally, 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.
  Ferrellgas delivered Mr. Yancey’s propane order on January 16, 2024 (4 business days
  after she placed her order).
  Thank you for bringing *** ******’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: 01/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Our original call was placed 6 days before we received our propane. I am also rejecting this response because the possible timeline we were given was outrageous. Our order was filled AFTER I made a complaint with the BBB which leads me to believe that if I hadn't complained that I would've been waiting longer for my order. Also, knowing we were completely empty, having no emergency response teams, not allowing us to utilize a different propane company due to it being an emergency considering the temps were in the low single digits, and still giving us a time line of up to the 29th is bad business. Our pipes froze while waiting for our delivery. Thank goodness we were able to fix the frozen pipes, buy space heaters and find alternate ways to make our food. Thank goodness that we aren't elderly or sick, or people with small children in the home because FERRELL GAS would have let them freeze! If you can't service the customers you have in a timely manner, you should stop accepting new customers. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 01/22/2024

  Response attached.

• Initial Complaint

  Date:01/16/2024

  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.

  Ferrellgas is our propane supplier. We have a rented tank from them. They typically offer expedited delivery in emergency situations. We accidentally let our propane get too low, and are at less than 5% with temperatures that are in the negatives. I have been discussing with them over the course of several days about my situation. I also have a newborn at home. They refuse to honor any expedited delivery, and will not allow another company to help with providing any propane to our tank, even though every other company in the area can deliver today or tomorrow as opposed to their two week time frame.

  Business Response

  Date: 01/18/2024

  Response attached.

  To whom it may concern:
  
  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 November 2022; leases a 500-gallon propane container; chose our “Will Call”
  delivery service and Pay In Advance payment terms.
  
  Ms. *******’s concerns to relate to delivery timing.
  
  Ms. *******’s propane order was placed on January 12, 2024. At that time, it was relayed
  to our Customer Service Specialist that her tank was around 5% propane remaining.
  
  At the time the order was placed, Ms. ******* was a Will-Call customer. This means that
  in order for us to know that she needed propane, she had to call us. Per our Customer
  Agreement for Propane Sales and Equipment Rental (“Customer Agreement”), in which
  Ms. ******* is a party to, we recommend that a Will-Call customer contact Ferrellgas
  when their tank is no less than 30%. All deliveries are routed in the order they are placed.
  
  This area recently experienced a winter storm that backlogged much of the Service
  Center’s deliveries. Due to the a variety of factors, including the winter storm, the area is
  not currently offering expedited deliveries. Our system indicates that Ms. *******
  received her delivery on January 17, 2024, three (3) business days after the order was
  placed. We understand the frustration the customer feels; however, Ferrellgas must
  make prudent judgment calls regarding the risks involved in sending our personnel out
  on the road when weather conditions are less than favorable. Our Customer Agreement
  for Propane Safety and Equipment Rental states the following in regard to this subject:
  “We may refuse to provide service if we believe we cannot safely make delivery due to
  conditions on or approaching your property, including unsafe road conditions…”
  
  
  Thank you for bringing Ms. *******’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:01/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a customer of ferrell gas and they are the only option for propane where i live so i feel like they think they can do whatever they want to or not do to customers. I signed up and it took almost a month after paying over $500 for tank set and when they did deliver they don't fill it, they come back later to do that so more waiting. I have been charged for a tank fill before the tank was even set up!! I had no tank but was charged for gallons of propane. I've since been charged at least $800 for propane and i live in a small fifth wheel camper by myself and use space heaters!!!! I feel we are being gouged badly and no I've emailed and emailed about the charges and no one responds but you'll get a response immediately if you put in an order for propane and don't pay for it upfront which is hard to know how much you'll need by the time they get there to fill it. I paid upfront over a week ago and they said they will be out sometime before Jan 23rd and today is the 11th and I'm on 30% left due to their website app not showing payments made, one time it shows my orders in there and other times it don't. No one ever calls you back ever. Yes -14 below this weekend and i paid and they won't be here until up to the 23rd!!!! Ridiculous.

  Business Response

  Date: 01/18/2024

  Response attached.

• Initial Complaint

  Date:01/12/2024

  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.

  Had a refill of my LP gas on my (new) home. (ferrellgas 2/22/23). A month later (3/28/23) I went out to check the monthly usage on the tank to be able to gauge my usage to see how I was doing .
  I've never had LP gas before, so this is is new to me. Realizing it went from 80% to 60% (97.5% Goodman efficient new furnace) in a month, and Fearing I had a leak ....called ferrellgas to check.
  They charged me $328 to tell me that I don't have a leak, on a gauge that has been stuck for over a year. ( Had to know that after original fill), (Same gauge setting in March 2023, until Jan. 7th 2024..
  And I never found THAT out until I went to check it when it was out of gas, Almost a year later. Called Ferrellgas because the tank is leased and any equipment on the tank is leased and they said there's nothing they can do about it. It's common. They said they we're going to send a tech out to replace the bad gauge from a year ago to tell me it's out of gas ....and needs a refill.
  Pretty sure I know that.
  Since it's 51 degrees in my home currently, I am unable to get a refill (per Ferrel) until Feb. 19th.
  It's supposed to be down in the teens next week (1/16/2024) 40165....
  and here I am waiting on a refill that I called in on the 7th, to be filled on the 19th that was diagnosed over the phone . Kinda silly.
  I'm cold. My house is cold because of leased equipment with bad gauges .... And I'm trying to work O.T. because it's warmer at work.
  Never again.

  Business Response

  Date: 01/12/2024

  Response attached.

• Initial Complaint

  Date:01/12/2024

  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 have been trying to receive a propane gas delivery since the middle of December. It is now almost the middle of January and we have still not received our gas. We have placed 4 orders at this point, all of which get canceled without explanation on the Ferrellgas side of things and without notification to us.
  
  Ferrellgas has our entry gate code to access our property and propane tank and have previously delivered our leased tank and gas on two separate occasions in the past, so we know that they are capable of delivery. We have DAILY truck deliveries that work the front gate fine, so we know there is no issue with our gate or the code for entry. I have talked to multiple representatives who have attempted to "get in touch with the driver side of things" to figure out what the problem is to no avail. Even the new orders that the representatives place get canceled without explanation. We need gas and when Ferrellgas sold us a tank lease, they promised to provide and are not doing so. We even told them if they had trouble with the gate or encountered any issues they could hop the fence and come to our door and we would open the gate- or to call on their way out for us to meet them at the gate. We've done everything in our power to be accommodating, but we don't feel that Ferrellgas is putting in any effective effort to solve the problem. We need to get this issue resolved and are hoping the BBB will help us do it.

  Business Response

  Date: 01/12/2024

  Response attached.