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.

  PO Box 260 Johnstown, NY 12095

• 

  Ferrellgass, L.P.

  5859 State Rt 31 Verona, NY 13478

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:04/15/2023

  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 have contacted Ferrell Gas 4 to 5 times now to come remove their tank off of our property. We have switched to natural gas and have canceled our account with this company 6 - 7 months ago. They will not come get their tank. We need it removed to do work on our property. Each time I am told there is a ticket placed. 6 - 7 months is a lengthy time to basically store their equipment. At what point do we the property owner get to start charging a storage fee? I have also sent 2 online request to contact me forms and have received no response. Please remove your equipment ASAP. The tank is completely accessible to get. The tank is not in gate it is right next to the driveway there is no reason on our part that this has not been removed.

  Business Response

  Date: 04/20/2023

  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 she terminated services with Ferrellgas in
  November 2022.
  *** ********* concerns relate to a request to pick up the 500-gallon propane tank.
  In November 2022, *** ******* called in to request the pick-up of the 500-gallon propane tank. On
  April 18, 2023, we were able to pick up the propane tank from *** *******’s property.
  Ferrellgas strives to provide best in class customer service and we regret the delay *** *******
  experienced. Ferrellgas is committed to meeting all our customers’ needs and our teams work
  very hard to accommodate each request, particularly during the winter months when demand
  rises significantly. We appreciate *** *******’s patronage and wish her well.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.
  

• Initial Complaint

  Date:04/04/2023

  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.

  On March 7th I placed and prepaid for a propane delivery. On March 12 we ran out of propane and I made a call to Ferrellgas to find the status of my delivery. I was routed to an operator that asked the question "do you smell gas" I indicated yes, but I believed it was from running out of propane. She said that she would pass the info on to operations. Shortly after i received a call from a number in Onaway, MI for a technician that seemed confused and I explained the situation and he indicated he needed to call me back. Shortly after my wife received a call from the same confused technician. Following this I received a call from a Minneapolis Minnesota number and spoke with another technician. He asked if I needed someone sent out, and I said no I was just out of propane. His response was "Good I won't send someone then so you don't get charged the leak response fee. You are on the schedule for tomorrow to get your delivery." NO ONE Ever responded to the "Leak".
  
  the next day The Delivery arrives in the afternoon, fills the tank, and asks if we need anything else. My wife indicated NO. She watched the driver from the time he arrived until the time he left. There was no leak test performed, and no checks on the property at all. Now I am stuck with $325 worth of fees that I did not receive ($200 for an emergency call the resulted in 2 phone calls from a confused technician and 1 call from a tech in minnesota 14 hours from my home, no response whatsoever, and $125 service labor charge for nothing....No leak response, no leak testing, no rush delivery, absolutely nothing).
  
  I'm now being told that I have to pay the fees (after 3 attempts to call and being promised return calls). Fees for services that I didn't receive.
  
  I have been a customer for 15 years!!!! and have always stayed due to my loyalty, even though I can get my propane cheaper, but probably not anymore. I'm not asking for free service, I'm simply asking to not pay for something I did not receive.

  Business Response

  Date: 04/13/2023

  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 *** ******** consumer account reveals he commenced services with Ferrellgas in
  October 2006; leases a 500-gallon propane container; chose Will Call delivery service and Pay In
  Advance payment terms.
  *** ******** concern is related to a recent delivery order, leak test and fees.
  On March 7, 2023, Mr. ****** placed a propane order online. On March12, 2023, the customer
  Ferrellgas to report that his tank was out of gas. Mr. ****** is a Will Call customer. This means
  that in order for us to know that he needs propane, he has to call us. Per our Customer Agreement
  for Propane Sales and Equipment Rental (“Agreement”), we recommend that Will Call customers
  contact Ferrellgas when their tank reaches 30% remaining or at least seven (7) business days prior
  to when they expect they will need propane.
  On March 13, 2023, Ferrellgas delivered 345 gallons to *** ******. When a tank is out of gas upon
  arrival, we must complete a leak test, of which has a fee and a service labor charge.
  For customer satisfaction, a full refund for the next business day charges and service labor fee
  totaling $325.00 has been initialized. With the refund applied, *** ******** account will only
  reflect charges for the leak test ($50) and propane delivered.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.

  Customer Answer

  Date: 04/15/2023

  I am rejecting this response because:  If there was a leak test performed I would like to see the procedure that the technician followed, and the documentation that goes with the test. I have worked in the natural gas and propane industries for over a decade, most of this as a first responder to leak calls. I am unaware of any leak test that could be performed in a very short time, with my wife watching, that she would not notice. If a true leak test was performed, I would be happy to pay for the service. However I find it very hard to believe, unless there is technology that I am unaware of, that a test on your equipment (tank and line running to the house) was performed. Few facts of the situation that prove my point:

  1. Nearly my entire buried line that you are responsible for runs under a deck and cannot be accessed the line with any type of leak detection  equipment, to look for leaks. The bottom of the deck is approximately 4" above the dirt over the majority of the line.

  2. Without access to the line the only way to test for leaks would be to isolate the buried line at both ends in order to pressurize the line and look for a loss in pressure over a given time. This could not have been done because the tech would have needed to access the far end, inside my house. Access was never requested, and thus never given. There is no other accessible location to get the line outside the house.

  3. The fittings at the tank and inside the house have obviously not been moved or disconnected in a very long time. If the line were disconnected to isolate, it would be clearly visible.

  3. My wife watched the entire time the technician was on site. She observed him connect the truck, fill the tank, unconnect and puts his hoses away, and print the receipt. No other tools or equipment were taken out.

  Long story short, I am willing to pay for services I have received, however in this case I did not receive the leak test. I would like this charge removed as well, or as an alternative I will pay the $50 IF a qualified technician is sent to my home to do a proper leak test of the facility.   Regards,   ****** ******

  Business Response

  Date: 04/21/2023

  The consumer response filed by ****** ****** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I offer the following response:
  On March 12, 2023, the customer called in to place a delivery order due to the tank being out of
  gas. In the customer’s area, we do not offer weekend deliveries for will call customers. *** ******
  has “Will Call” delivery service. This means that he must contact us for us to know that he needs
  propane. Per our Customer Agreement for Propane Sales and Equipment Rental (“Agreement”),
  we recommend that Will Call customers contact Ferrellgas when their tank is at 30%.
  On March 13, 2023, the delivery order was completed for 345 gallons, as well as a leak test
  performed by the technician and no leaks were detected. The on-call technician completed a
  Ferrellmeter test, not a full system check as Mr. ****** is seemingly describing in his response. A
  Ferrellmeter test is completed when we arrive to a tank that is out of gas. A full system leak check
  is performed when the odor of gas is reported and there is a cause for concern of a potential leak.
  For customer satisfaction, a full refund for the emergency fee and service labor fee totaling $325
  has been processed. The customer was charged for the Ferrellmeter test that was performed in
  the amount of $50.
  It is worth noting that the buried line that Mr. ****** mentions in his response (1) is his
  responsibility. Our Customer Agreement for Propane Sales and Equipment Rental (“Agreement”)
  states: “If you are renting equipment from us, you own and are solely responsible for the
  inspection and maintenance of all piping, equipment, and/or appliances, which are downstream
  of any regulator that is owned or maintained by us for Bulk Service,”.
  Additionally, Mr. ****** states that the only way to determine leaks is to cap both ends of the
  buried line and pressurize (2). While we respect *** ******** knowledge of the propane and
  natural gas industry, we also respectfully disagree with the above statement. The Ferrellmeter
  tests everything from that line in. If that test fails, then we will cap the line to determine where
  the leak is.
  Lastly, Mr. ****** states that his wife would have known if the technician completed a leak test
  (3). The Ferrellmeter test that our technician completed, is the size of a small toolbox. We believe
  it is likely that she did not view the Ferrellmeter as anything more than that.
  If Mr. ****** would like Ferrellgas to complete a full system leak check, he may contact his local
  Ferrellgas General Manager, ***** *********, at ****************************** *** *********
  will assist him with any further questions, concerns or requests he may have.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.
  

  Customer Answer

  Date: 04/22/2023

  Complaint: ********
  
  I am rejecting this response because:  While I am aware of the existence of the Ferrell Meter and that it is used to look for flow through the propane line by connecting to the line downstream of the main shut off valve, I would like to know how this was actually used and connected to my line? 2 main points:  1. There are no ports on my line downstream of the shutoff valve to allow connection without taking the line apart.  2. My existing lines and fittings at the tank are old (minimum of 15+ years since I've owned the house) there is significant dust, dirt and corrosion. If the line were disconnected it would be visible where the lines were manipulated in order to connect the Ferrell Meter.   If you can show me that the service were actually properly performed I'd be happy to pay. However I have yet to see any documentation of the results of the test performed at my home. Charging $50 for a service, without authorization, and simply saying "we did it" is not sufficient in any line of business.In a highly regulated industry, such as propane, nothing is done with out written procedures and documentation. If you are certain the testing was done, and done properly, show me the documentation of the test and the procedure that was followed. Surely, being in the legal field, you can see the importance of written procedures and documentation. Surely you're aware if this were a much more serious dispute than $50 we'd be talking about all the other documentation that gas companies typically collect on a leak call: Date and time of the test, date and time of the "leak call" vs. date and time of the actual response for the "leak test", test unit identifying information along with latest calibration documentation and any incremental verification test documentation, employee training records showing that he/she is qualified to perform the test, etc.With all this in mind, I'm not asking for much.....Show me the procedure and results of the test at my home that you are trying to force me to pay for. Regards,  ****** ******

• Initial Complaint

  Date:03/27/2023

  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 purchased two exchanges tonight through the Blue Rhino exchange at Walgreens. Saturday night, too late to get my existing tanks filled at the gas station. All the tanks in their exchange were spray painted to hide the date the tank was certified, the certification marking and the recertification mark if applicable. I told the Walgreens clerk my concern and she said I could return them if they don't work. It's not just that I can't open the tanks and provide heat and cooling fuel, it's unsafe. Pictures of the tanks paint, where you can see visible rust, can't see certification information, and can see paint flaking off and rust underneath. Rust is a reason tanks are retired. Someone is making bank, endangering the public, and doing it in Blue Rhino's name. They are defrauding people. If someone who wasn't exchanging bought a tank with propane, that costs between 60 and 70 dollars, but the tank you get for that price is spray painted and out of date, unsafe, and you can't refill it anywhere legally? Legal action needs to happen. Blue Rhino national needs to know, and whoever is in charge of this scheme and sullying their reputation needs to be fired, before someone gets hurt. A tank that starts leaking when it's hooked up to a heater or stove could cause a fire or explode. I will be taking the tanks back to Walgreens, but not until someone else sees them and witnesses their condition. My son could not open them. They are unusable and illegal.

  Business Response

  Date: 03/28/2023

  ***** *** ****
  ****** ******
  ********* **********
  *** ** ******* ****** ****
  ******** ****** ****** * ********
  **** *** *******
  The consumer complaint filed by Ms. ****** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment.
  Ms. ****** is concerned with **** *****’s service and equipment. I forwarded her
  complaint on to their Claims department to address with her. It is my understanding that
  Ms. ****** was contacted by **** ***** and her complaint has been resolved.
  Furthermore, it is my understanding that the **** ***** Service Center has been contacted
  to address the issue immediately.
  Thank you for bringing Ms. ******’s concerns to our attention. Please contact me with
  any further questions or concerns. Thank you.

• Initial Complaint

  Date:03/24/2023

  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 called and canceled our propane service several years ago. Charges were added to the account for services not ordered or received after the cancellation. I called and was told they would be removed. Six plus months later I get another bill and instead of removing the charges more charges were added for late fees and interest. To which I respond in writing and do not hear anything further. Then the next year the same thing, a new bill with more charges for services not received or ordered on a cancelled account, more late fees and more interest charges. I called and was told they would take care of removing the charges. The next random bill that comes reflects that some interest fees were removed and one $12 service charge was removed but the rest of the balance remained. I call again and am told they will credit the fees. This is a repeat deal every year. They add more charges, I call and am told "oh sorry we will fix that", and nothing happens. I have called at least a dozen times, I have written letters, and I have responded to their bills in writing and every time I have been told that credits would be issued and the issue would be resolved. Today, 3/24, I received a letter threatening legal action for bogus charges totaling $37.58.

  Business Response

  Date: 03/30/2023

  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 *** ******* consumer account reveals she terminated services with Ferrellgas in
  March 2022.
  *** ******* concern related to a reoccurring charge on her account.
  *** ***** originally leased a 500-gallon propane container from Ferrellgas; however, in 2022 an
  agreement was made between the customer and Ferrellgas and the tank was switched to
  customer-owned. At that time, the existing rental fee was removed but not a past due rental fee.
  As of today’s date, the past due rental fee and all finance charges have been waived and her
  closed account balance is $0.00. *** ***** should no longer receive any invoices from Ferrellgas
  for this matter.
  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 she received a level of such
  service. Her complaint has been forwarded to the relevant field personnel. Please contact me with
  any questions or further concerns.

  Customer Answer

  Date: 03/31/2023

  Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID ******** and although their statement is full of inaccuracies (we cancelled in Oct 2017 not March 2022, we never rented our tank it was always ours, and our yearly contract was a $0 commitment so any charges after Oct 2017 are all fraudulent) they have cleared the bogus charges so I have to find that this resolution is satisfactory to me.
  Regards,
  ******* *****

• Initial Complaint

  Date:03/13/2023

  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 am sitting here again waiting for my almost empty tank to be filled. I’m on autofill but they never fill it without me submitting an order online and then have to continually call them to come out. I always pay my bill within 30 days but their service (or lack thereof) remains dismal. Last month I had to rent a hotel for 13 days and board my dogs for 13 days. This cost me at least $4,000.00. They charge you for running out but they are the ones causing it. At this rate, more and more customers will cancel their services. I have to sit here and go without the heater, not wash clothes, not run hot water. Hard to believe this is the United States.

  Business Response

  Date: 03/15/2023

  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 *** ********** consumer account reveals she commenced services with Ferrellgas in
  June 2020; owns a 150-gallon propane container; chose our “Keep Full” delivery service and the
  Net 30 payment method.
  *** ******** is concerned about the timeframe of a propane delivery.
  A review of this customer’s account indicates that on February 28, 2023, the customer contacted
  Ferrellgas and reported that she was almost out of propane. *** ********** account is on our Keep
  Full program, meaning that we use a demand forecasting algorithm based on her prior usage
  history to automatically schedule deliveries. As you may be aware, this customer’s area has been
  experiencing extreme winter weather recently causing demand in the area to significantly
  increase as well. Our Customer Agreement for Propane Sales and Equipment (“Agreement”), to
  which *** ******** is a party, states in regard to the Keep Full program: “We will use reasonable
  commercial efforts to keep your Propane supply adequate, but make no representation that we
  will inspect your Propane supply on a specific schedule. Weather conditions or a change in your
  circumstances can dramatically affect your Propane use. Accordingly, you must inspect the
  amount of Propane available from time to time, especially if you have a had a period of unusually
  high usage.” Our records indicate that the propane delivery was completed on March 13, 2023
  and *** ******** was not out of propane.
  In her complaint, the customer mentions a previous delivery delay. On February 9, 2023, ***
  ******** contacted Ferrellgas and reported that she was almost out of propane. That delivery was
  completed on February 18, 2023 and our records indicate she was not out of propane at the time
  of delivery.
  Additionally, *** ******** states that Ferrellgas charges its customers for running out of propane.
  That statement is inaccurate. A list of our current charges may be found in the Agreement
  mentioned above.
  Lastly, Ferrellgas strives to provide best in class customer service and we regret that *** ********
  did not feel she has received such level of service. We recognize that she owns her propane tank
  and could use any propane provider she chooses. We value her patronage and hope to serve her
  propane needs in the future. Her complaint has been forwarded to the relevant field personnel.
  Thank you for bringing *** ********** concerns to our attention. Please do not hesitate to contact
  me with any questions or further concerns.

• Initial Complaint

  Date:03/13/2023

  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 OREDERD A GAS REFILL A MONTH AGO I EVEN PREPAID THEY INFORMED ME THAT IT COULD BE AS LONG AS MARCH 8TH WHICH IS ABSURD MARCH 8TH CAME AND THEY PROMISED DELIVERY IN 3 DAYS IT HAS BEEN 5 DAYS AND NO DELIVERY. I HAVE CALLED THEN SEVERAL TIMES THEY DO NOT RETIURN CALLS. I AM A DISABLED VET I NMEED HELP PL;EASE MY NEXT CALL IS TO L;OCAL MEDIA

  Business Response

  Date: 03/20/2023

  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
  October 2021 and leases a 250-gallon propane container.
  *** ****** concerns relate to an untimely propane delivery.
  A review of this customer’s account indicates that *** **** placed his propane order in late
  February 2023. Upon ordering the customer reported that he had 30% remaining in his tank. As
  you are likely aware, *** ****’s area has experienced extreme winter weather resulting in high
  propane demand as well as making road conditions and availability to access the customer’s
  residence a major factor. Ferrellgas must make prudent judgment calls regarding the risks
  involved in sending our personnel out onto roads that are less than favorable. Our Customer
  Agreement for Propane Sales and Equipment Rental (“Agreement”), to which *** **** is a party
  to, states: “We may refuse to provide service if we believe we cannot safely make delivery due to
  conditions on or approaching your property…”. Ferrellgas made multiple attempts to deliver ***
  ****** order; however, due to the condition of the access road, those attempts were unsuccessful.
  On March 20, 2023, the access road had dried sufficiently enough for our bobtail truck to safely
  drive and *** ****’s propane order was delivered. Our records indicate that he had 15% propane
  remaining upon delivery.
  Ferrellgas strives to provide best in class customer service and we sincerely regret that *** ****
  did not feel he received a level as such. Ferrellgas drivers and customer service are working hard
  to accommodate each customer request as quickly as possible. *** ****’s 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.

• Initial Complaint

  Date:03/09/2023

  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.

  Called on February 28th 2023 for a refill. Was told we would have delivery by March 8th 2023. Spoke with them yesterday morning to confirm delivery for that day (3-8-23) and yes we are on for delivery and truck was in transit. I did call back that day (3-8-23) in the afternoon around 4pm because we still had no delivery. I spoke with them agian and said truck was in transit. Well, they never showed up for my delivery day that they gave me 3-8-23. Spoke with 2 different people today 3-9-23 and they are saying 1-3 days for delivery. Have another snow storm coming in within the next 12-24 hours. We will be out of propane today. I would recommend using a different company for you propane services, one that is reliable.

  Business Response

  Date: 03/10/2023

  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 she commenced services with
  Ferrellgas in November 2012, leases a 500-gallon propane container and chose our “Will
  Call” delivery service.
  *** *****’s concerns to relate to the propane delivery timeframe.
  A review of this customer’s account indicates that her propane order was placed on
  February 28, 2023. At that time, she indicated that her tank gauge read 5%.
  *** ***** is a Will-Call customer. This means that in order for us to know that she needs
  propane, she has to call us. Per our Customer Agreement for Propane Sales and Equipment
  Rental (“Customer Agreement”), which *** ***** is a party to, we recommend that a Will-
  Call customer contact Ferrellgas when their tank is at 30%. This is especially important
  during the cold winter months as individual usage will likely increase as well as
  demand. All deliveries are routed in the order in which they are placed. When available,
  Ferrellgas Customer Service will provide customers with a delivery window. That window
  is an estimate and can ultimately vary due to factors like demand, weather, road conditions,
  etc.
  On March 9, 2023, our Customer Service Specialist advised *** ***** that her propane
  delivery is on route to be delivered on March 10, 2023.
  Thank you for bringing *** *****’s concerns to our attention. I hope the above resolves
  any remaining questions or concerns. Thank you.
  Sincerely,
  ***** ******

• Initial Complaint

  Date:03/08/2023

  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 have been a costumer with Ferrell gas for over 4 years and have always paid in full for services. The last 3 times I’ve called in for a fill they haven’t showed up within the window time frame they gave us leaving us with no propane equaling No heat No hot water No showers No hot food or cooking abilities. The power was out for five days we’ve been in the dark plus all of the prior problems listed. I called in our order on February 22nd it is now March 8th and still without I’ve called numerous times only to be told I’m not on there routes list yet however they gave me a window of delivery the day I called it in. My drive way is clear so there’s no excuse that they can’t deliver to us.

  Business Response

  Date: 03/10/2023

  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:
  *** *******’s concerns to relate to the propane delivery timeframe.
  Upon ordering, Ferrellgas Customer Service provided the customer with a delivery
  window. That window is an estimate and can ultimately vary due to factors like demand,
  weather, road conditions, etc.
  The customer received her propane order on March 9, 2023 and her tank was not empty.
  Ferrellgas strives to provide best in class customer service and we regret that *** *******
  did not feel she received such level of service. Her complaint has been sent to the relevant
  field personnel.
  Thank you for bringing *** *******’s concerns to our attention. I hope the above resolves
  any remaining questions or concerns. Thank you.

  Customer Answer

  Date: 03/10/2023

  [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:
  
  The business negligence to state that our propane tank was at or below 1% capacity, when they filled it 16 days later and after I called them for a refill. Prior to any bad weather or storm conditions. 
  
  Regards,
  
  ****** *******

  Business Response

  Date: 03/13/2023

  The consumer’s rejection filed by *** ******* has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation, talked to
  the relevant field personnel, and offer the following response:
  *** *******’s concerns to relate to the propane delivery timeframe.
  Upon ordering, Ferrellgas Customer Service provided the customer with a delivery
  window. That window is an estimate and can ultimately vary due to factors like local
  demand, weather, road conditions, etc.
  The customer received her propane order on March 9, 2023 and our records indicate that
  the tank was at 6% capacity.
  Ferrellgas strives to provide best in class customer service and we regret that *** *******
  did not feel she received such level of service. Her complaint has been sent to the relevant
  field personnel.
  Thank you for bringing *** ********* concerns to our attention. I hope the above resolves
  any remaining questions or concerns. Thank you.
  

• Initial Complaint

  Date:03/07/2023

  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.

  ferrell gas driver - was suppose to have moved a propane tank. 125lb bottle and he took it upon his self to remove a propane hose that was owned by property owner - making it to where property owner could not hook up the cook stove. Driver backed off the drive way and got stuck enough it damage a tin horn / drainage colvert and broke driveway markers and damaged the gravel in the driveway to where the drive way needs to be road graded and gravel moved back in place and broken tree limbs removed. it will cost about $270 -$300 to repair.

  Business Response

  Date: 03/09/2023

  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:
  *** ********** concerns to relate to a hose replacement and property damage.
  A review of this customer’s account indicates that per *** ********’s request, her tank
  was moved. Our records indicate that the technician took the hose that *** ********
  mentions in her complaint to be replaced with a brand-new hose, which has since
  occurred.
  In regard to the damage that the customer mentions, a claim was opened but it is my
  understanding that *** ******** chose not to work with our Risk Department. On
  Monday, March 6, our Customer Service Manager offered the customer an amount for
  the damage repairs and *** ******** accepted. A refund check is processing.
  Ferrellgas strives to provide best-in-class customer service and we regret that ***
  ******** did not feel she received that level of service. Her complaint has been forwarded
  to the relevant personnel.
  Thank you for bringing the customer’s concerns to our attention. I hope the above
  resolves any remaining questions or concerns.
  Thank you,
  ***** ******
  Paralegal

  Customer Answer

  Date: 03/12/2023

  [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: 19547932
  
  I am rejecting this response because:     my TANK HAS NOT BEEN MOVED AS FERRELL GAS STATED IN THEIR RESPONSE.   THIS ALL STARTED BECAUSE I WANTED THE TANK MOVED - DRIVER MESSED UP BY TAKING - REMOVING MY HOSE FROM MY TANK AND DID NOT MOVE THE TANK    I REPEAT MY TANK HAS NOT BEEN MOVED AS OF 3/12/2023   AND STILL WAITING ON CHECK FOR DAMAGES TO MY DRIVE WAY WHICH WAS DONE BY THE DRIVER OF FERRELL GAS TRUCK.  
  
  Regards,
  
  ****** ********

  Business Response

  Date: 03/13/2023

  The consumer response filed by *** ******** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation, talked to
  the relevant field personnel, and offer the following response:
  *** ********** concerns to relate to a hose replacement and property damage.
  A review of this customer’s account indicates that *** ********’s requested her tank be
  moved. Our records indicate that the technician took the hose that *** ********
  mentions in her complaint and replaced with a brand-new hose.
  In regard to the damage that the customer references, a claim was opened but it is my
  understanding that *** ******** chose not to work with our Risk Department. On
  Monday, March 6, our Customer Service Manager offered the customer an amount for
  the damage repairs and *** ******** accepted. A refund check is processing.
  Ferrellgas strives to provide best-in-class customer service and we regret that ***
  ******** did not feel she received that level of service. Her complaint has been forwarded
  to the relevant personnel.
  Thank you for bringing the customer’s concerns to our attention. I hope the above
  resolves any remaining questions or concerns.

• Initial Complaint

  Date:03/02/2023

  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 and ordered a propane tank fill on February 14, as my tank was reading 30%. I was told that it would be delivered within 7 business days.
  
  On February 24th, I was told that I was 4th on the delivery list for that day.
  The home in question is operated as a vacation rental, so I do not live on premises. I assumed the propane had been delivered as scheduled, as nobody notified me otherwise.
  
  Then, I received an email on March 1st, stating that they had received my order - confused, I called customer service to ask what that was for, since my order had been over 2 weeks prior.
  
  I was informed that the driver did not deliver propane due to snowy road conditions and that my order was now reentered in the system and it would be another 7-10 business days. I expressed the urgency for delivery and was told to call again the next day.
  
  The propane tank is now completely empty. It runs all heat and cooking at the house.
  
  I called again this morning (as i was told to do) to ask to have my delivery expedited (even though it’s technically late).
  
  A woman, *****, was unhelpful and refused to help me remedy the situation. She refused to transfer me to another person or to give me her full name, Insisting nothing could be done to get my propane delivered any faster. She said she would call me back. I have received no call back.
  
  The customer service at ferrelgas is lacking. I don’t see why my propane would not be delivered at the soonest possible opportunity.
  
  I understand we cannot control the weather, but the communication and customer service of your company is something you can control. I am very disappointed.
  
  What is the purpose of me calling ahead of time to get my tank filled, if you cannot honor your delivery window with 2 weeks prior notice.
  
  I would also like to note, that my cameras show a completely clear driveway - no snow. So I am not convinced a driver ever even showed at my property in the first place.

  Business Response

  Date: 03/07/2023

  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 she commenced services with Ferrellgas in
  November 2021; leases a 120-gallon propane container; chose our “Will Call” delivery service and
  Pay In Advance payment terms.
  *** ********’s concerns relate to a propane delivery delay.
  A review of this customer’s account indicates that a propane order was placed on February 15,
  2023. *** ******** is a Pay In Advance customer and payment was not received until February
  21, 2023. Delivery was attempted three (3) times; however, due to icy road conditions in the area,
  each of those attempts were unsuccessful. Our records indicate that on March 6, 2023 the
  customer cancelled her order.
  Ferrellgas strives to provide best in class customer service and we sincerely regret that ***
  ******** did not feel she received such level of service. Her 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.
  Sincerely,
  ***** ******