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:10/06/2023
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.
I purchased this home in June of 2023. A few days prior to closing on the property, I contacted Ferrell Gas(************- i do not know where this is located) to discuss establishing an account. In talking with the representative, she (i'm not certain to whom i talked but my guess it's the same person I talked with today based on the interactiion: *******).

The person shared that I will need a full credit check. I was days away from closing on the home and did not want to do this. I inquired how to switch companies and stay with the co I have been with in this neighborhood but was told I have to wait until tank is below 20%.

This has been hanging over me for a few months and I don't want to be without propane so decided to just stay with Ferrell. I called this morning and talked to ******** (definitely who I talked to today). I told her I want to set up an account and do auto pay. She requested by ss#, driver's license, bd, mother's maiden name to do the credit check.

I shared that I was looking at their web page and it has notice that new customers receive 50 gallons free. She shared that there was already an account for me set up in June. (not true in my mind). She would NOT let me share my view. Kept talking over me and insisting I listen to her.

I reluctantly yielded and she shared "I would give it to you but you don't need propane today". I shared then credit it? She shared she cannot do that. I shared my frustration. SHE HUNG UP on me.

At this point, I'd certainly prefer to go to another company but wanted to share that the credit should have been applied and you would have had another customer. My credit is in the 800's, typically companies prefer this type of customer.
Business Response
Date: 10/09/2023
Response attached.
Customer Answer
Date: 10/09/2023

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:10/02/2023
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.
The type of account Cornerstone Equestrian Center has with this gas company is a “Pre-pay” for service type of account, meaning we do not carry a balance owed to this business. The last order we placed would approximately fill half the tank on the property. When we were later billed, the statement showed a balance due of $1300. Upon calling customer service, it was discovered that the delivery driver did not fill what was ordered, but filled the whole tank! As a small farm, this puts a burden upon us to now have to pay an unwanted balance before continuing business with this company to heat our residence. I asked to speak with a manager and was told that they would have to call me. I was never contacted. I have called back requesting contact more times, but have never been contacted back. At this moment, the resolution I am looking for is a full credit to our account acknowledging their mistake OR I would like the company to come and remove their tank so I can do business with a better rated company.
Business Response
Date: 10/10/2023
Response attached.
Initial Complaint
Date:08/23/2023
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.
I seeking to recover our overpayment/account balance from Ferrellgas. We have been Ferrellgas customers since 2019. During this time we selected to be on an average payment plan, which allowed us to pay a specific amount each month based on prior usage. Because we were new customers our monthly payment was higher when we first opened the account. This was due to several factors mostly being filling a new tank and using more propane when building our home. Over the years our credit balance accumulated to over $750. We closed out this account after selling our home on July 29, 2023. I have made six calls over the past 60 days to recover our credit from Ferrellgas. Each time I am told it’s being processed and waiting for approval. We closed the account in hood standing, not owing a balance and not having any late payments or fees due. I cannot seem to get them to release our funds no matter how many times I’ve asked it yo be escalated to management. Each call I make, I’m told that they will call me back and get this taken care of, no one from Ferrellgas ever returns the call. I would like BBB’s assistance in getting our refund and I would like to issue a formal complaint against the company for its practice of withholding funds due to customers.
Business Response
Date: 08/25/2023
Response attached.
Customer Answer
Date: 08/31/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because:
According to Ferrellgas's response to my complaint, "...any refund due to the customer should be received within a few business days." I am unclear as to what defines "a few business days" because as of mail delivery today, August 31, 2023, we have not yet received the refund, despite being five business days after Ferrellgas's response to the BBB. This ongoing delay in resolution is worrisome, especially since we've been grappling with this issue for the past EIGHT weeks. The responses provided by Ferrellgas from the seven customer service interactions and the involvement of the BBB, so far have not yielded any solutions. I am eager for a timely and effective resolution.

Regards,

******** *********
Business Response
Date: 09/13/2023
Response attached.
Customer Answer
Date: 09/14/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

******** *********
Initial Complaint
Date:06/08/2023
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.
On 24 April 2023, I order (and paid for) a propane delivery for my residence. At the time I made the order, I was informed that delivery would be made NLT 8 May 2023. After more than 6 weeks since my order, I still have not received delivery. I have made numerous calls to the Customer Service Department. In each instance, the Representatives were apologetic and assured me that they would follow up on my order. In my recent calls, I have specifically requested to speak with a Supervisor whom possesses ability to direct action to adequately complete my account order or provide me with an updated status for an expected delivery date. To date, I have not received any information from anyone from Ferrellgas, much less a Supervisor, regarding my propane order. I respectfully request the prompt delivery for my propane ordered (and paid for) on 24 April 2023.
Customer Answer
Date: 06/09/2023
Please note that the complaint that I filed with your website (** ********) has been successfully RESOLVED.

I have received delivery of my propane order with Ferrellgas today (8 June 2023).

Thank you for your assistance in this matter.
Initial Complaint
Date:05/23/2023
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 03/29/2023, we accidentally over paid Ferrellgas by almost $22,000 due to a computer issue.
On 04/06/2023, we caught the problem when the check cleared the bank, and we promptly called to request a refund of the over payment. Refund was requested, and the account was zeroed out, and we were told the check would be mailed in two weeks.
04/17/2023 called again because check did not arrive
04/26/2023 called again NO CHECK
05/01/2023 called spoke with area manager still NO CHECK
05/03/2023 called spoke with area manager again NO CHECK or Information
05/08/2023 called spoke with area manager again told check would be cut today or tomorrow
05/16/2023 called AGAIN because check still not mailed, and I was told Collections Manager needs to approve, and that there are server issues
05/22/2023 called area manager and corporate AR dept. left message with both - still NO CHECK & NO ANSWER
05/23/2023 called area manager and corporate AR dept. left message with both - NO CHECK & NO ANSWER

I have documented every call, and time, and I am trying to get information on when the refund will be processed and the check returned. We have been long standing Ferrellgas customers, and always pay on time. This is getting very frustrating!
Business Response
Date: 05/25/2023
The consumer complaint filed by ***** ******* has been forwarded to the Ferrellgas Legal
Department for investigation and comment. I have completed my investigation, talked to the
relevant field personnel, and offer the following response:
Ms. ******* is not listed as a contact on the account and due to customer privacy, we cannot
publicly provide a detailed account of the event(s) she describes in her complaint. That being said,
Ferrellgas takes customer privacy and protection seriously and in regard to refunds, a tiered
approval process is utilized at all times. This process can take a couple of weeks to complete.
Furthermore, during the period Ms. ******* outlines in her complaint, a system maintenance check
was in effect which unfortunately delayed some processes. It is my understanding that as of
today’s date, this matter has been addressed and any refund due to the customer should be
received within a few business days.
It is my further understanding that there was some confusion with several Ferrellgas
representatives on the refund process. We understand and sincerely regret the frustration that
this has caused. A copy of *** ********* complaint has been forwarded to the relevant field
personnel for any necessary additional training.
Thank you for bringing *** ********* concerns to our attention. Please contact me with any
questions or further concerns. Thank you.
Customer Answer
Date: 05/25/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. However I would like to note that I am actually listed on *** ****** accounts as the person who handles all billing, and Ferrellgas has had zero problems discussing this with me for the last two months. Regards,

***** *******
Initial Complaint
Date:05/15/2023
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.
On May3 2023 I called Ferrellgas and ordered a propane tank fill, I was told that it would be delivered within 7 to 10 days she told me that they will deliver any day stating in May. 4 2023 I wait. For a week but they didn't show up I keep calling and calling but they do not give any strait answer one person told me that they will deliver in one or two days, it's been almost two weeks and IM still out of gas My last call was today May 15 2023 now the person that I talk to says that she doesn't know when they are going to deliver the gas IM a senior and IM out of gas for almost two weeks can you please do something about it they are very irresponsible and have a very bad customer service too because they don't give any strait answers.
Business Response
Date: 05/22/2023
The consumer complaint filed by *** ****** has been forwarded to the Ferrellgas Legal
Department for investigation and comment. I have completed my investigation and offer the
following response:
A review of *** ******’s consumer account reveals he commenced services with Ferrellgas in
December 2012; owns a 172-gallon propane container; chose Will Call delivery services and Pay
In Advance payment terms.
*** ******** concern relates to a delivery delay.
Upon placing his order for propane, the customer indicated he had 5% propane remaining. ***
****** 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, we
recommend that a Will Call customer contact Ferrellgas when their tank is at 30%. On May 18,
2023, Ferrellgas completed the propane to delivery to *** ******.
Ferrellgas strives to provide best in class customer service and we sincerely regret that *** ******
did not receive such a level of service. His complaint has been forwarded to the relevant field
personnel for any necessary additional training.
Thank you for bringing the customer’s concerns to our attention. We understand that *** ******
owns his propane tank and could go anywhere for deliveries and service, we appreciate his
patronage. Please contact me with any further questions or concerns. Thank you
Customer Answer
Date: 05/22/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

**** ******
Initial Complaint
Date:05/14/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I terminated my tank lease agreement with Ferrelgas on 3/29 and asked them to pickup their tank. I have also sent a follow up email after the first month, and they responded stating there was a ticket. They STILL have not picked the tank up. It's in my yard and in the way. All I want them to do is pickup their own tank immediately,
Business Response
Date: 05/17/2023
The consumer complaint filed by ***** ***** has been forwarded to the Ferrellgas Legal
Department for investigation and comment.
*** ******s concern relates to a tank pick up delay.
Ferrellgas strives to provide best in class customer service and we sincerely regret that *** *****
did not receive such a level of service. The leased equipment is scheduled to be picked up from
*** ******s residence on or before May 19, 2023. The customer’s complaint has been forwarded
to the relevant field personnel.
Thank you for bringing *** ******s concern to my attention. Please contact me with any
questions or further concerns
Customer Answer
Date: 05/18/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

***** *****
Initial Complaint
Date:05/09/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a propane tank rental that I use for my small pool attached spa (heated on occasion only). I rarely have to get my tank refilled, maybe once a year at most.

On March 7th, spa heater stopped heating. I checked the tank and noticed it was reporting 43% full (see attached imaged). I assumed my ignited on the spa heater was bad, so I order a replacement. I received the replacement and found some time to install it on April 11th - same result. I then checked the tank and it was showing 0% full.

On April 13th I called Ferrellgas to let them know about the issue. I talked to the phone rep and told them it either leaked out or the gauge was wrong. They said since I suspect there could be a leak they must send an emergency dispatch team. I told them it was NOT an emergency and that there's no gas in the tank. They told me I had no choice.

They dispatched someone but I was at the local hospital with my significant other and could not make it back home for their visit. I was not told the result of the visit so I had to call. Eveidentally the tank was empty and there was no leak. The next week I got a bill for almost $700 dollars.

I called FerrellGas to ask to talk to manager and was told one would call me back. That did not happen. I called again later that week, asking for a call back. A mamanger did call me back and told me he'd look into why it was $700. I never heard back. I callled AGAIN, and was told a manager would call me back. I have yet to receive a call back.

I don't mind paying a reasonable amount for the tech to come out, even though I don't think I should have to as it was likely a faulty gauge. I am NOT paying $700 for an emergency service I did not want due to a faulty gauge on a rented tank.

I'm also very annoyed how diffuclt this entire process has been.
Business Response
Date: 05/18/2023
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 July 2017 and leases a 120-gallon propane container.
*** ****** is concerned about billing on his account.
On April 12, 2023, *** ****** reported a potential leak. Ferrellgas arrived that same day
and completed a leak test. No leaks were detected. It is my understanding that the service
technician inadvertently entered a fee on the account that was not applicable to the
situation. A removal of that fee has been initiated as of today’s date. Additionally, a
removal of our standard Emergency fee for the leak test and the labor fee has also been
initialized for customer satisfaction.
Thank you for bringing the customer’s concerns to our attention. Ferrellgas strives to
provide best-in-class customer service and we regret that *** ****** did not feel he
received that level of service. His complaint has been forwarded to the relevant field
personnel for further attention and training if deemed necessary.
Please contact me with any further questions or concerns. Thank you.
Customer Answer
Date: 05/18/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is beyond satisfactory to me. I appreciate the business response and would also like to mention that the first level phone agents are always very nice.

Regards,

**** ******
Initial Complaint
Date:04/28/2023
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 requested Ferrellgas to install remote monitoring service for my home propane tank. As part of the service, I am supposed to be able to use an app to monitor levels of propane in the tank. I have downloaded the app but before the app will let me access my account/system information it requires me to enter an “activation code” which the app says might have been mailed or emailed to me. I have not received the code via mail or email. I have contacted the company repeatedly over the past month seeking assistance only to be told someone will contact me to provide the code or necessary assistance. No one has. I am charged $60 annually for this monitoring service. I have received an additional invoice for the final cost of installing the remote monitor which is higher than what I was quoted. But, in addition to the discrepancy in price, I have not even received the service for which I am being charged because I have not received the ability to monitor the system via the app as promised. As stated by Ferrellgas, “Our Digital Tank Monitoring system is an optional addition that includes all the benefits of our Auto Fill program; plus the visibility to monitor your exact tank level anywhere, anytime from your smart device.” Ferrellgas needs to provide me with whatever activation information is necessary to provide the service it has promised and needs to address and correct the amount charged for installation.
Business Response
Date: 05/04/2023
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
December 2022 and leases a 250-gallon propane container.
*** *****’s concerns relate to the Smart Monitor that we offer our Auto Fill customers and billing.
The smart monitor allows for the customer to be enrolled in our Auto Fill program that provides
Ferrellgas with the current tank percentage, which allows to automatically schedule a delivery
when the tank gauge reaches between 30% and 40% capacity. The customer has the ability to
download an app which is an added feature for the customer to view their current tank
percentage from a mobile device.
Our records reveal that on January 11, 2023, email communication between a Ferrellgas
representative and *** ***** regarding pricing of the monitor installation took place. That
communication included the installation fee for the monitor for the monitor and applicable fees
and taxes.
On April 28, 2023, a Ferrellgas representative attempted to call *** ***** to determine if he got
the activation link to work properly, but there was no answer. On May 1 and May 4 additional
follow up calls were attempted by Ferrellgas representatives but were also unsuccessful.
Ferrellgas strives to provide best in class customer service and we regret that *** ***** did not
feel he received such level of service. His complaint has been forwarded to the relevant field
personnel.
Thank you for bringing the customer’s concerns to our attention. Please contact me with any
questions or further concerns.
Customer Answer
Date: 05/05/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because: Starting at the beginning of April, I attempted multiple times to contact Ferrellgas—by telephone and on-line— to get the information I needed to be able to access monitoring of my tank via my phone. I did not receive that information until after I filed my complaint at the end of April. It is greatly frustrating and aggravating that it took an entire month and filing a complaint to get the information needed. Also, the company’s response to BBB is not accurate based on my experience and records. To my knowledge—contrary to the response the company filed with BBB to my complaint—I did not receive any phone calls from the company, and certainly received no voice mail messages from company representatives if calls were placed, until AFTER I filed my complaint at the end of April. The company also misquoted the amount I would be charged. That still is disputed.

Regards,

******* *****
Business Response
Date: 05/10/2023
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
December 2022 and leases a 250-gallon propane container.
*** *****’s concerns relate to the Smart Monitor that we offer our Auto Fill customers and billing.
Ferrellgas stands by our previous statements regarding unsuccessful attempts to contact ***
*****. That being said, if he would like the monitor removed and a full credit for the charges of
such, he should contact Ferrellgas at ************ no later than May 19, 2023.
Ferrellgas strives to provide best in class customer service and we regret that *** ***** did not
feel he received such level of service. His complaint has been forwarded to the relevant field
personnel for any necessary further training.
Thank you for bringing the customer’s concerns to our attention. Please contact me with any
questions or further concerns.
Initial Complaint
Date:04/21/2023
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 12/25/22 I received a bill from Ferrellgas for $159.00 for 2023 propane tank rental. The tank was on the property when I moved here March 2006. I was told by Ferrellgas that my tank rent would be $38.16 (including taxes) per year. This is what I have been billed for and paid for the last 16 years. Now they decide to charge me four hundred percent more! Inflation hasn't went up that much! Ferrellgas will respond saying something about charging two times the water in the tank, and low usage fee that is written in the "master agreement." I have never been told of this new charge and never agreed to pay it. Also I just found out that they are going to charge me to Pickup there own tank and a "pump out" fee. I was never told about any of these hidden charges and I certainly didn't agree to pay them.
I just want Ferrellgas to come get there tank and not charge me for anything. No tank pick up fee, no rent for this year, no pump out fee, or any other fee that I havet herd of yet. I should have been told of these fee's from the beginning, not 16 years later.
Business Response
Date: 04/24/2023
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:
*** ******** leased a 325-gallon propane container with will call delivery service and Net30
payment terms.
His concerns relate to the most recent rental fee and the pickup of his propane container.
With regard to his concerns, the Ferrellgas Customer Agreement for Propane Sales and Equipment
Rental (“Customer Agreement”), a copy of which is sent to all Ferrellgas customers upon
commencing services with Ferrellgas and may be found on our website, states the following
regarding our minimum purchase requirements:
“If you lease your Tank from us, you agree to purchase from us a volume of
Propane at least equal to two times the water capacity of your tank each 12-
month period following your first delivery of propane (the “Minimum Volume
Requirement”), unless you have reached a different arrangement with us. If you
fail to purchase your Minimum Volume Requirement, we may, at our option,
either terminate this Agreement and cease delivery of propane to you, adjust the
daily price of the Propane we deliver to you, or charge you a Low Usage Fee,
and/or increase your Tank Rent to reflect your low usage”.
Our Customer Agreement also states the following:
“Service may be terminated under this Agreement without cause by either you or
us delivering written notice ten (10) days prior to termination … If service is
terminated, in addition to any other remedy we may have, we may adjust or
disconnect the equipment to stop withdrawal of Propane from any Tank, pick up
any Rented Equipment and repossess and dispose of any Propane left in the Tank.
You will be charged a “Tank Pick Up Charge” and other applicable charges as set
forth on the Current Charges List as in effect at the time of termination. You may
be entitled to a credit or refund for any Propane which remains in the Tank,
subject to tank pump out and pick-up charges and other charges specified in the
Current Charges List. In the event that we determine, in our sole discretion in
accordance with our internal policies, to provide a refund for Propane remaining
in the Tank, the refund will be applicable only to Propane that we resell and the
refund shall be based on the lower of the price at which you purchased the Propane
or our current daily price for the Propane at the time that we take possession of
the Propane.”
And with regard to tank rental:
“Rental payments will not be credited, refunded, or prorated if service terminates
before the lease term expires.”
*** ********’s last propane order was in June, 2015.
As a gesture of good faith, Ferrellgas offers *** ******** his choice of one (1) of the
following options:
1. Ferrellgas will pick up the leased equipment, waive the rental fee and waive the
pump out ($100) and pick up ($89.99 + tax) fees. Any propane remaining in the
tank will not be credited.
2. Ferrellgas will pick up the leased equipment, waive the rental fee, waive the
pump out fee ($100), charge the pick-up fee ($89.99 + tax) and will reimburse
*** ******** for any remaining propane (based on the lower of the price at
which he purchased the Propane from Ferrellgas, per our Customer
Agreement).
*** ******** must contact his local service center at ************ on or before May
8, 2023 to advise which of the above options he prefers. If we receive no contact on or
before May 8, 2023, we will resume pick up and *** ******** will be charged all
applicable fees.
Thank you for bringing the customer’s concerns to our attention. We thank *** ******** for his
patronage and wish him well in the future.

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