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:02/28/2023

  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.

  Have two elderly disabled in my house plus two children. Ordered propane for two residences and told them to make a note to deliver to one first.houses are only a couple miles apart The delivered to the other house first. Still haven’t got propane or a date of delivery. Rude customer service also. With zero help. It’s been 8 days since I ordered it and still no answer or when it’s coming.

  Business Response

  Date: 03/06/2023

  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
  February 2019 and leases a 500-gallon propane container.
  *** ******** concerns relate to an untimely propane delivery.
  A review of this customer’s account indicates that a propane order was placed on February 21,
  2023. The customer reported that he had 5% remaining in his tank. The customer is set up as a
  will call delivery basis, meaning the customer must contact us when they need to place a delivery
  order. Will call orders are delivered in the order they are placed. 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%. ***
  ******** propane order was delivered on March 1, 2023, within the delivery window he was
  provided upon placing his order.
  Ferrellgas strives to provide best in class customer service and we sincerely 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.
  Sincerely,
  ***** ******
  Paralegal

• Initial Complaint

  Date:02/27/2023

  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 use propane for my heat, cooking, and hot water. On Thursday Feb 23, I ran out of propane. I called Ferrell Gas, with who I have been a loyal customer for over 30 yrs. They told me I was behind in my payments but I had never received the statements that they said they sent (Nov-Jan 2023). To receive more propane I had to pay for those payments that I missed. I did that. They said there would be an additional fee to be paid to the driver for an expedited delivery. I agreed to that. No propane arrived on Thursday the 23rd. So on Friday Feb 24 I called back this time talking to a manager named ******** She told me I had to pay in advance for what was to be delivered and I also had to pay the fee to them at that time for an expedited delivery which had to be ordered 1 day in advance. She also said that if I could wait until my normal delivery date of Feb 27, there would not be a charge for the expidicted delivery. I paid for the delinquent payments and the advance payment for the propane that is to be delivered and the extra fee for the expedited delivery. I talked with ******** again today (Feb 24) and said that my expedited delivery was being delivered on my normal delivery date of Feb 27 and that I shouldn’t have to pay the extra fee. She said she must have misspoke and changed my normal delivery date to Mar 3. She also said that I WILL NOT get any propane til Mon and showed no concern that the temperatures were only going to be between 20-30 degrees. She was quite rude with me on the phone and didn’t consider me not having any heat or hot water in 20-30 degree temperature an emergency. And since they don’t work Saturday & Sunday she considered Fri the 24 the 1 day notice that they require for an expedited delivery that I had already paid for. As a loyal customer for over 30 yrs, I feel I was treated very badly by this company and particularly this manager who didn’t care if I froze to death, or have broken water pipes, etc.

  Business Response

  Date: 03/08/2023

  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
  July 1991 and leases a 500-gallon propane container.
  *** *****’s concerns relate to an untimely propane delivery and expedited fees.
  A review of this customer’s account indicates that a propane order was placed on February 23,
  2023. The customer reported that she had 0% remaining in her tank. The customer is set up as
  Pay in Advance, meaning the customer must pay for the delivery in full before we are able to get
  the order over to the logistics team to route. The order was paid for on February 24, 2023. Since
  *** ***** requested a one-day delivery, there was an additional fee applied to ensure delivery
  would be made on Monday February 27, 2023 (the next business day after payment was
  completed). *** ***** received her propane order on February 27, 2023.
  Additionally, *** ***** has “Will Call” delivery service. This means that she must contact us for
  us to know that she 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%.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.
  

• Initial Complaint

  Date:02/22/2023

  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.

  When I moved to a new house in November of 2022, it did not use propane. I had just had my tanks refilled prior to moving. I called Ferrell Gas to see about them coming to take the propane back and get a reimbursement. They told me, they would do this. They took the propane, then took me consistently calling them about my refund to tell me, I would not be getting a full refund as they charged me $244 to take the propane back, but would be getting $449.94 in a refund. Again, after consistently calling, they finally told me in January of 2023 they sent the payment to my bank. I checked, and it was not there. I again consistently called, finally to be told they deposited the money into someone else's account whom I do not know. As of now, they are telling me there is nothing they can do, they already paid the money. More or less telling me it is not their problem, the money was put into someone else's account. They are doing nothing to help me. I am a recently widowed, elderly who desperately needs this money.

  Business Response

  Date: 03/07/2023

  **** *** *******
  The consumer complaint filed by Ms* ************** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation, talked to the
  relevant field personnel, and offer the following response:
  Ms. ***************s concern relates to a reimbursement and customer service.
  Upon completion of a tank pick up and pump out (standard fees assessed), a reimbursement was
  created in our system for Ms. **************. Our records indicate that on January 16, 2023,
  Ferrellgas customer service confirmed with the customer that the credit card that was used for
  deliveries in January 2022 and March 2022 was still valid. The reimbursement was processed to
  that credit card, not the customer’s bank.
  Ferrellgas strives to provide best-in-class customer service, and we regret that Ms. *******
  Bouchey did not feel she received that level of service and have forwarded her concerns on to the
  relevant field personnel.
  Please contact me with any questions or further concerns. Thank you.
  **********
  ***** ******
  *********

  Customer Answer

  Date: 03/08/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because:

  I have paid with my bank card numerous times after March of 2022. Why would they not credit my bank account? When I spoke to them on the phone they told me the money was sent to my account, and read off 4 digits to me. Those were not my last four numbers to any bank cards I have.

   They also told me the money was sent to another person's name, whom I do not know. Same last name with no relation. I have asked for receipts and verification as to where the money was issued with no proof any money was actually paid. If the money was repaid to me, why wont they send me any proof? Tell me exactly where it was sent. What account? Whose name? Proof of records? I just want my money I am owed.
  
  
  
  Regards,
  
  
  
  ***** **************

  Business Response

  Date: 03/16/2023

  Response attached.

  The consumer response rejection filed by Ms* ************** has been forwarded to the
  Ferrellgas Legal Department for investigation and comment. I have completed my
  investigation, talked to the relevant field personnel, and offer the following response:
  Ms* **************’s concern relates to a reimbursement.
  Upon completion of a tank pick up and pump out (standard fees assessed), a reimbursement was
  created in our system for Ms* **************.
  On January 12, 2022 a Visa card ending in **** was processed for the customer’s account. On
  March 15, 2022 a Visa card ending in **** was processed for the customer’s account. There would
  not have been a credit balance on the customer’s account without these payments. On January
  16, 2023, the customer confirmed the credit card ending in **** to be still valid and the refund
  was accurately processed to it.
  If Ms* ************** has documentation showing that a differing card or checking account made
  the above listed payments, she should contact the Syracuse Service Center at ************ so
  they may review that documentation.
  Please contact me with any questions or further concerns. Thank you.

• Initial Complaint

  Date:02/21/2023

  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.

  Amerigas was bought out by Ferrel gas company in my area of Florida. I was on auto-fill and tank rental since 2009. Without warning, I was taken off of auto-fill. So, my tank went empty. Single mom with a kid, no cooking, no hot water. I was then charged for an emergency fill. Then refused auto-fill due to my usage. They basically said too bad you have to check your tank. But you cannot fill at 50% you can only call them when the tank is 30% or below. so with my usage at twice a year it is something I only check that often. So again, I check the level at 50 but I am not "allowed" to call them for a fill, as if, it is this huge inconvenience for them. On top of all of this, I tried management, I tried to basically ask for options and their was none except we are going to charge you for anything and everything we possibly can and you will like it. Well guess what, I do not, I am sitting here without gas again, no cooking and they just sent me bill for $390 for coming out to talk me into not leaving them and yet never took the tank when I said I was done come get it. Now, instead another bill. When does this end.

  Business Response

  Date: 02/24/2023

  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:
  A review of *** ******’s consumer account reveals she commenced services with
  Ferrellgas in September 2012 and leased a propane container.
  *** ****** is concerned about billing on her account and our Auto-Fill program.
  Our Master Agreement for Propane Sales and Equipment Rental (“Agreement”), to which
  *** ****** was a party to, 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 records indicate that *** ****** was not meeting the Minimum Volume Requirement
  and her annual tank rental increased. Additionally, due to unpredictable usage, *** ******
  was not eligible for our Auto Fill program. Our records further indicate that *** ******
  informed Ferrellgas that propane is not her primary heat source.
  On February 8, 2023, *** ****** reported a potential leak. Ferrellgas arrived that same day
  and completed a leak test. No leak(s) were detected; however, *** ****** requested a tank
  pick up. The standard Emergency fee for the leak test was credited off her account for
  customer satisfaction.
  On February 22, 2023, Ferrellgas picked up the leased tank at the customer’s residence.
  *** ****** was charged a labor fee and the fuel surcharge fee. Those fees remain unpaid
  as of today’s date.
  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 that level of service.
  Please contact me with any further questions or concerns. Thank you.
  
  

  Customer Answer

  Date: 03/07/2023

  [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. The bill has been adjusted over the phone and the final bill has been issued for the correct amount $171.17 and am sending this final payment today.
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:02/21/2023

  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 trying for a month and a half to get a delivery of gas for my tank I get told every time I call I have a red tag on my account and it needs to be inspected before they can fill it Now I'm out of gas and no inspection It's below zero most nights here and I'm heating with portable electric heater's I really need someone from Ferrellgas to contact me about this situation I didn't say I've been using the gas that they filled my tank with in November That's what's so infuriating about this is the red tag should never have been placed on this account

  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 he commenced services with Ferrellgas in
  October 2020; leases a 120-gallon propane container; chose “Will Call” delivery service and Pay
  in Advance payment terms.
  *** *****’s concerns relate to a red-tag removal and propane delivery.
  A review of this customer’s account indicates that in October 2022, the 120-gallon tank was set
  for *** *****. It is my understanding that at that time, there were repairs/replacements required
  and the red-tag stayed on the tank until the repairs were completed. On January 24, 2023, Mr.
  White informed Ferrellgas that the repairs were made but he was now out of propane. *** *****
  is a Will Call customer. This means that in order for us to know that he needs propane, he has to
  call us. Additionally, will call orders are delivered in the order they are placed. 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%. *** *****’s red tag was removed and a propane order was created. *** ***** is a Pay in
  Advance customer. On March 6, 2023, a payment was made and delivery has been routed.
  Ferrellgas strives to provide best in class customer service and we sincerely 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.
  Sincerely,
  ***** ******

• Initial Complaint

  Date:02/21/2023

  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.

  acct # ********* 
  Placed order on 2/11 for tank refill. Was confirmed via email order was recieved and would be filled by 2/18. Order was not filled contacted Ferrell on 2/20 was told order wouuld be filled 2/21. Driver came to the house but did not fill my tank. Logged into Ferrell account and order was redone not by me. Order showed a date of 1/21 and a completion date of 1/28. Called into find out what was going on and was told my original order from 1/11 was not filled necuase they could not find me. They have delivered to my home over 20 times and my address pulls up on any gps service. So this statement was a lie.

  Business Response

  Date: 02/22/2023

  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
  November 2018; owns a 120-gallon propane container and chose “Will Call” delivery service.
  *** ******* concerns relate to a delivery delay.
  A review of this customer’s account indicates that an on February 11, 2023 the customer ordered
  propane from Ferrellgas. It is worth noting that we offer estimated delivery windows however
  weather conditions and demand can alter those windows by a couple of days.
  *** ******* order was delivered on February 22, 2023, eight (8) business days after he placed his
  order. He was not out of propane upon delivery.
  We understand and regret the frustration the customer feels. Ferrellgas strives to provide best-in-
  class customer service, and we regret that *** ***** did not feel he received that level of service.
  Thank you for bringing this customer’s concerns to our attention. We know that since he owns his
  tank he could go anywhere for service and we thank him for his patronage.

• Initial Complaint

  Date:02/21/2023

  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.

  On 12/18/2022 I called in for a refill on my propane tank that heats our home, offers us hot water, and a gas stove. On 2/15/23 I ran out of propane and called for a refill. They charged my Pre-pay account in full in the amount of $336.14. On 2/17/23, still no delivery so I called and asked when to expect delivery and was informed that it could be a couple weeks but no later than March 1st, 2023 unless I wanted to pay a $200 expedition fee. Of which, I had no choice as my 80 year old mother lives here at this house. Upon arrival, I was informed that they would do a test leak to be sure there was no leaks seeing as the tank was just filled under 2 months past. After the tank was filled at 50%, a test leak done it was then that they informed me they charged me $50 for the test leak.
  
  The amount for an expedition fee ($200) on top of a $50 leak test fee is astronomically high. I can see $50 for a expedite fee but not $200. On 2/15/23 I saw a Ferrel truck pass my house and on 2/16/23 I saw another ferrell truck pass my house. There is no excuse for this type of service fees to be charged. It is simply taking advantage of customers.

  Business Response

  Date: 02/22/2023

  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 May 2022, leases a 120-gallon propane container, chose our “Will Call”
  delivery service and Pay In Advance payment terms.
  *** ***********’s concerns to relate to the propane delivery timeframe and fees.
  A review of this customer’s account indicates that *** ***********’s propane order was
  placed and paid for on February 15, 2023. On February 17, 2023, the customer called
  Ferrellgas to inquire about the delivery. At that time, it was relayed to our Customer Service
  Specialist that her tank was empty. Our Customer Service Specialist advised ***
  *********** of our Emergency Delivery fees.
  *** *********** is a Pay-in-Advance, 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 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. 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).” ***
  *********** was charged accordingly.
  The customer’s propane was delivered on February 17, 2023. If she is interested in
  switching her account to a “Keep Full” status, she should contact her local service center
  at 858-271-4400 to discuss her eligibility.
  Thank you for bringing *** ***********’s concerns to our attention. I hope the above
  resolves any remaining questions or concerns. Please contact me with questions or further
  concerns. Thank you.
  Sincerely,
  ***** ******

• Initial Complaint

  Date:02/20/2023

  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.

  Ferrell Gas failed to keep my propane tank filled during the winter months. Because the tank exhausted completely out of propane, the burners on my furnace built up carbon soot from the lack of propane to oxygen ratio. The district manager told me from Ferrell, "because it's in my house, it's my problem." He also told me "the exterior regulator was old and needed to be replaced." They performed 2 service calls prior to this event. The first one was to move a propane tank and the second was to fix a gas leak when the asphalt installers hit the gas line. After each service was performed, never did any of the techs inform me that the regulator needed replacement. The touched this same regulator on both visits to perform leak tests.
  
  Another representative from Ferrell gas at Risk Management left me a message stating the pressure switch failed and allowed the gas to enter at low levels. As a HVAC contractor, the pressure switch on a furnace is actuated by the exhaust blower motor in the first stage of the firing sequence. The job of the pressure switch if to tell the control board the fan kicked on, so it can take the next steps of opening the gas valve into the burner and the igniter to ignite the gas.
  
  I hired a contractor in the area to replace the furnace because it's at a summer cottage. I asked the contractor if he has run across this situation and his response was, "Yes...it happens more frequently with Ferrell Gas." He mentioned the fix can be repaired by pulling the heat exchanger out and cleaning it but the other components warranties could be voided because of all the soot and melted wires on the igniters. I thought better to replace then run the risk. All I'm looking for is payment of what it would take to pull and clean the heat exchanger which is $1,500.00. More than fair... especially for something they created and i had to clean up after them.

  Business Response

  Date: 03/01/2023

  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 has been a customer since July
  2017 and leases a 500-gallon propane container.
  *** *********’s concerns to relate to an out of gas situation and damage.
  A review of this customer’s account indicates that *** *********’s tank was red-tagged.
  Due to safety policies and concerns, Ferrellgas will not fill until a red-tag is removed. Our
  records indicate that the customer was made aware of the previous statements.
  *** ********* states that due to his tank running out of gas, his furnace was damaged.
  Ferrellgas respectfully disagrees. *** *********’s second stage regulator was outdated
  and would/should be updated as that could cause issues with appliances. Our Customer
  Agreement for Propane Sales and Equipment Rental 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...”. The matter was sent to the Ferrellgas Risk Department for
  further claim investigation.
  On February 27, 2023, Ferrellgas Risk Department spoke with *** ********* and stated
  that his claim was denied.
  Thank you for bringing *** *********’s concerns to our attention. I hope the above
  resolves any remaining questions or concerns.

  Customer Answer

  Date: 03/02/2023

  [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: 19436457
  
  I am rejecting this response because: Ferrell Gas made a gas leak repair during the summer prior to running out of propane and never notified me of any issues after the repair was completed. I paid over $500 dollars for this repair. I was never informed there was a "Red Tag" on my system and that the system couldn't be filled till after I ran out of propane. Customer service knew this. Because of that reason, you sent out Emergency Service on a Saturday to fill my system which is not typical for running out of gas. Check your records. Nothing was mailed to me or no phone call was ever made.  Also, there was no tag left on the propane valve after the previous repair that you claim why it was Red Tagged. A tag similar to the one that was left on the last visit after I ran out of propane.

  Regards,
  
  ***** *********

  Business Response

  Date: 03/02/2023

  The consumer’s response filed by *** ********* has been forwarded to the Ferrellgas
  Legal Department for investigation and comment. I offer the following response:
  *** *********’s further concerns relate to the initial red tag and the emergency service
  that followed.
  A review of this customer’s account indicates that *** *********’s tank was red-tagged
  in August 2022. Attached is a copy of the tag notice to *** *********.
  Due to safety concerns, an out of gas situation is also considered an emergency. Ferrellgas
  treated it as such.
  *** ********* states that due to his tank running out of gas, his furnace was damaged.
  Ferrellgas respectfully disagrees. *** *********’s second stage regulator was outdated
  and would/should be updated as that could cause issues with appliances. Our Customer
  Agreement for Propane Sales and Equipment Rental 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...”. The matter was sent to the Ferrellgas Risk Department for
  further claim investigation.
  On February 27, 2023, Ferrellgas Risk Department spoke with *** ********* and
  informed him that his claim was denied. Ferrellgas stands by the denial.
  Thank you for bringing *** *********’s concerns to our attention. Please contact me with
  any questions or further concerns.
  

  Customer Answer

  Date: 03/02/2023

  [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: 19436457
  
  I am rejecting this response because:

  If that's the case and the garage was red tag, there are two valves at the propane tank. One to the house and one to the detached garage. Your documentation on the attached red tag was the line to the detached garage, why wasn't the propane tank filled for the house... if that wasn't included on the red tag? There are two valves! Your document clearly said garage was shut off because of safety issue to the detached garage and you didn't have access. I understand that... but what about the second valve on the propane tank that was left on the open position to the house??? Your documentation doesn't make sense and contradicts what you are saying by closing one valve and leaving another open to the house because it was included on the red tag. All I'm saying is, if the garage was red tag and shut off, the house was left open with no red tag, the tank should have been filled.
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:02/11/2023

  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.

  Ferrellgas has the worst customer service I've ever seen.
  They never show up they never call.
  
  Even after repeater reviews with their dispatches about contact numbers and specifics to the site they don't show they don't call.
  
  This happens almost every time I have to deal with them unfortunately they are the only local provider for propane.
  
  I can't tell you how many hours I wasted tracking down deliveries and trying to meet drivers.
  If I had an option I would dump them in a heartbeat.

  Business Response

  Date: 02/15/2023

  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 *** *******’s account reveals he is the primary contact for ****** **** *******
  (“***”). *** commenced services with Ferrellgas in November 2015; lease two (2) 120-gallon
  propane containers and chose “Will Call” delivery service.
  *** *******’s concern relates to customer service.
  Ferrellgas strives to provide best-in-class customer service, and we regret that *** ******* does
  not feel he receives that level of service. We want him to know that our drivers work tirelessly,
  year-round, to accommodate each customer. His complaint has been forwarded to the relevant field
  personnel.
  Thank you for bringing this customer’s concerns to our attention. Please contact me with any
  questions or further concerns

• Initial Complaint

  Date:02/10/2023

  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.

  My family recently moved into a house that uses propane for heat, hot water, and cooking. The previous owners leased a tank from Ferrellgas.
  
  
  Our first delivery was scheduled on November 29th for November 30th - December 8th.
  
  
  I called on December 8th to ask if they would make the delivery within their stated window and the CSR would not answer directly and said they didn't know when it would be delivered.
  
  
  I called on December 9th and they continued to be evasive. It was clear that they were reciting scripted responses: I had plenty of propane left and that I shouldn't worry, that their drivers were working overtime and on weekends, etc. I should not be treated like I'm unreasonable for wanting my tank filled before it gets dangerously close to empty. It's not my fault that they don't have enough drivers.
  
  
  Propane was eventually delivered on December 12.
  
  
  I ordered another delivery on January 29 when my tank was around 30%. According to their website, a delivery was scheduled for Tuesday, February 7 at 4:43pm. When I checked again later in the afternoon, the delivery date was blank. I called Ferrellgas and they said I was removed from the route and it should be 1-2 business days.
  
  
  February 10, the last day of their delivery window, my husband got an automated phonecall saying that due to high volume, it would be up to 3 business days until we get our delivery.
  
  
  This company's entire business is delivering heating fuel. Winter happens every year yet Ferrellgas's delivery infrastructure is absolutely crippled by cold weather.
  
  
  Ferrellgas, if you respond to my complaint, please don't downplay my concerns because my tank is not critically low. I am being proactive because I don't want to get to the point where I risk running out of propane.

  Business Response

  Date: 02/15/2023

  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 *** ******’s account reveals she commenced services with Ferrellgas in November
  2022; leases a 500-gallon propane container and chose “Will Call” delivery service.
  *** ******’s concerns relate to a delivery delay.
  A review of this customer’s account indicates that an on November 29, 2022, the customer
  contacted Ferrellgas to set up her account. On December 12, 2022, Ferrellgas filled her tank and
  noted that the tank gauge read 15% remaining just prior to filling. January 29, 2023 the customer
  ordered propane from Ferrellgas. It is worth noting that all Will Call orders are routed in the order
  they are received and Ferrellgas offers delivery windows (estimates) as to when we will be able to
  arrive. The delivery was completed on February 10, 2023. The customer had 10% remaining in her
  tank upon delivery.
  We understand and the frustration the customer feels. We want her to know that our drivers are
  working hard to accommodate each customer in a timely manner. 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 field personnel.
  Thank you for bringing this customer’s concerns to our attention. Please contact me with any
  questions or further concerns.