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:02/08/2023

  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.

  Propane running out, promised a delivery on specific dates, no shows ,call again was promised a delivery , no show, my wife is a. A cancer patient, we need heat , been a customer for ten years, this is a residential account. I pay on time, ALWAYS

  Business Response

  Date: 02/10/2023

  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 *** ********* consumer account reveals he commenced services with Ferrellgas in
  January 2011; 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 January 27, 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 9, 2023, nine (9) business days from the date of his order.
  The customer had 21% remaining in his tank upon delivery.
  We understand and regret the frustration the customer feels. We want him to know that our drivers
  are working hard to accommodate each customer. 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.
  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.
  Sincerely,

• Initial Complaint

  Date:02/06/2023

  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.

  12/29/22: contacted company to fill propane tanks. tanks filled completed on 1/2/23. Paid in full.
  1/10/23: contact company to have tanks serviced as gauges did not properly show how much was in each tank
  appointment set up for 1/26/23. which then was reschedule for 1/2/23 - no one showed up. called ferralgas - stating they will be out on 2/3/23 - another no show. reported to company both 100 gallon tanks are reading 10%. Employee stating "no, you should have 56%" we then ask them what this is based off (they were unable to provide that information) we again reiterated that it should not be based off previous homeowners (as we are new homeowners) usage and we are going by the gauges (that were still not fixed). was informed at this time that one of the tanks will be replaced due to "dent" (no dent was found on either one) and gauges will be changed out.
  2/4/23: propane tanks ran out of propane. spent 3-4hrs trying to contact an emergency line through Ferrallgas and said they are unable to provide a refill and will have to wait until Tuesday. employee also informed us at this time that per their records one tank is out of commission - we were not made aware of this prior to conversation. received number to talk with supervisor.
  2/6/23: contacted Ferrallgas again. Stating no one can come out until Wednesday and we will be charged an extra fee due to emergency refill. again tried to contact a supervisor but each employee we spoke to states " we do not have a direct number to them, we can only message them.
  
  I had to take off 2 days from work to "be home" as requested by the company when they arrived between the hours of 12-4pm but was a no call no show both times.

  Business Response

  Date: 02/08/2023

  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 *** *********** consumer account reveals she commenced services with
  Ferrellgas in December 2022; leases two 124-gallon propane containers; chose our “Will
  Call” delivery service and Net30 payment terms.
  *** *********** concern relates to a delivery, defective parts and billing.
  A review of this customer’s account indicates that on December 30, 2022 the customer
  ordered a propane delivery. Upon delivery on January 2, 2023, Ferrellgas driver noted a
  dent in one 124-gallon tank and only delivered 76.2 gallons of propane to the other tank.
  The driver took pictures of the dent and requested a tank swap be completed. It is my
  understanding that the customer was not informed of the dent and subsequently the fill
  of only one tank at that time. This oversight has been sent to the relevant field personnel.
  The customer reported to Ferrellgas that they believed the gauges on the tanks were not
  reading properly. Ferrellgas was to arrive on February 2, 2023 to check and potentially
  replace gauge(s) but due to a staffing issue that day, our drivers were unable to make it.
  On February 3, 2023, extreme winter weather hit and due to high demand of propane
  deliveries in the area, we were unable to get to *** *********** residence to check the
  gauge(s). *** ********* states that she was informed that someone was required to be
  home for Ferrellgas to check the gauges on the tanks. Ferrellgas does not hard-date gauge
  services nor require a customer to be present during one. Therefore, *** *********
  should not have been told she was required to stay home. Our field is checking the call
  logs and will address the misinformation if deemed necessary.
  On February 7, 2023, Ferrellgas arrived to complete the tank swap. At that time, the tank
  was frozen to the ground and unable to be replaced. The tank swap has been rescheduled
  for Spring 2023 when ground conditions permit. Our technician floated 15 gallons of
  propane into *** *********** tank system until we could arrive the next day with a full
  fill. Additionally, it was discovered that the regulator needed to be repaired and it was
  replaced.
  We sincerely regret the frustration this has caused the customer and have reduced her
  price per gallon and the amount of our standard fees. No emergency fee was charged.
  Ferrellgas strives to provide best-in-class customer service, and we regret that ***
  ********* did not feel she received that level of service. We want her to know that we
  are committed to meeting our customers’ needs and our teams are working very hard to
  accommodate each customer. 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,
  ***** ******
  *********

• Initial Complaint

  Date:02/04/2023

  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.

  A week and a half a week and 2 days ago so whatever day that would be it is right now February 4th I ordered my propane a week and a day ago and it is 20 below and I'm freezing and I can't use my stove I can't cook I can't stay warm obviously my furnace runs out for that and so does my appliances I have health issues and I would like to know when they're going to fill it and who's going to Constance pay for my hotel room and stuff for being that I can't stay there I've been there for a week and I still have no propane as of Friday which was the 3rd of February I still have not received my propane and that's the day of the delivery it was not delivered yesterday the 3rd of February it is the 4th of February it still wasn't delivered how long does a person have to freeze and not eat before they die to get their delivery

  Business Response

  Date: 02/08/2023

  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 October 2004; leases a 500-gallon propane container; chose our “Will Call”
  delivery service and Pay In Advance payment terms. *** ********* additionally utilizes
  an Energy Assistance program for payments.
  *** *********** concern relates to a delivery delay.
  A review of this customer’s account indicates that on January 27, 2023 *** *********
  ordered a propane delivery. At that time she informed Ferrellgas that she was out of gas.
  *** ********* 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, 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%.
  Additionally, *** ********* utilizes an Energy Assistance program for funding of her
  propane orders. Ferrellgas must receive a written pledge from Energy Assistance with the
  dollar amount that they are pledging to the account. We cannot create an order until that
  pledge is received or the customer pays in advance. Once the pledge for *** *********’s
  order was received from Energy Assistance, a delivery was created in our system. ***
  ********* received her propane delivery on Tuesday, February 7, 2023, six (6) business
  days after placing her order.
  Ferrellgas strives to provide best-in-class customer service, and we regret that ***
  ********* did not feel she received that level of service. We want her to know that we
  are committed to meeting our customers’ needs and our teams are working very hard to
  accommodate each customer. 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,
  ***** ******
  *********

• Initial Complaint

  Date:02/02/2023

  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.

  Placed an order for 200 gallons of propane on Jan 6th when my tank reached 40%. Was given a 2 week delivery window and on Jan 19th the delivery driver drove into my driveway, never left the truck, and left my property. I was later informed I needed to clear a path to the propane tank and my initial order was cancelled and a new order was placed on Jan. 19th. The updated delivery date of February 2nd was provided. I promptly shoveled the snow and provided a clear pathway from the driveway to the tank. After clearing the path I noticed my tank was at 35% and added another 25 gallons to my order. Numerous calls were placed but on February 2nd I called an confirmed the order was out for delivery. The order was never delivered and this evening a new delivery date of February 7th was provided. I cannot get adequate help with customer service. Either they are rude or cannot seem to make this delivery happen. Meanwhile I have cancelled a vacation for this weekend as I will have to feed the fireplace rather than run the furnace and I’m now running low on firewood. I’m concerned this delivery will continue to be pushed back and I will eventually run out of propane.

  Business Response

  Date: 02/03/2023

  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:
  Unfortunately, we cannot locate an account with the name *** ****** as a contact and due to
  customer privacy, we cannot provide customer information to a non-party.
  That said, we are currently not able to address *** ******** concerns. If she is able to be added
  to an existing account as a contact, we would certainly address the concerns at that time.
  Thank you,
  ***** ******
  *********

  Customer Answer

  Date: 02/03/2023

  I am the account holder and my full name is *** *** ***** ****** *** My account number is ********* and is under the name ***** ****** ******. They could also look up my account via my address but this is the kind of service I get from Ferrel Gas.

  Business Response

  Date: 02/09/2023

  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:
  *** ******** full name is not listed on his Ferrellgas account. Therefore, even if his account was
  located, it appeared that *** ****** was not listed as a contact and due to customer privacy
  policies, we could not provide a response for public viewing to a person(s) not listed on the
  account. That being said, we appreciate him providing us with the necessary information to
  address his concerns.
  *** ****** ordered propane on January 6, 2023. The delivery was skipped several times due to
  access issues. This area experienced high volumes of snow and precipitation during the month of
  January so auto dialer calls went out to customers like *** ****** stating to keep the path to their
  tank(s) as clear as possible for access purposes.
  Our Customer Agreement for Propane Sales and Equipment Rental (“Agreement”) states: “We
  may refuse to provide Service if we believe that we cannot safely make delivery due to conditions
  on or approaching your Property,...”.
  A new order was created on January 19, 2023 in our system. On February 8, 2023, Ferrellgas
  delivered 225 gallons to *** ******. Our notes indicate that upon delivery, the tank gauge read
  27% propane remaining. Post-delivery, the gauge read 72% propane remaining.
  We understand and sincerely regret the frustration this has caused *** ******. We want him to
  know that Ferrellgas is committed to meeting our customers’ needs and our teams are working
  very hard to accommodate each customer. 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.
  Thank you,
  ***** ******
  *********

• Initial Complaint

  Date:02/02/2023

  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.

  For years I have paid a $62.82 a year from a tank rental. This year I received a bill for $321.05. When I contacted Ferrell Gas to find out why, I was told I didn't order as much gas as they would have liked. I asked why I wasn't notified, and they said they didn't have to. At this point I requested my tank be returned and my account closed. It took 3 tries before it was closed.
  

  Business Response

  Date: 02/03/2023

  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 *** *******’* account reveals he commenced services with Ferrellgas in November
  2009; leased a 120-gallon propane container; chose “will call” delivery service and received Pay
  in Advance payment terms.
  *** ******* is concerned about an increase in tank rental and customer service.
  Our Master Agreement for Propane Sales and Equipment Rental, 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”.
  *** *******’s last propane order was in 2013. Therefore, his annual tank rental increased.
  However, upon the customer’s request to pick up the tank, the rental fee was removed from his
  account.
  Ferrellgas strives to provide best in class customer service and we regret that *** ******* did not
  feel he received such level of service. Thank you for bringing the customer’s concerns to our
  attention and we hope this brings the matter to a close. However, please contact me if you have
  questions.
  Thank you,
  ***** ******
  *********

• Initial Complaint

  Date:02/01/2023

  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 ordered 150 gal. of propane on Jan 24. with a promissed delivery of Monday the 30th. I knew and every weather person had predicted bad weather for Tuesday. I believed 6 days was plenty of lead time and had waited until my tank reached a prescribed level by the company. Calling on Monday, the response was that day or the next.
  Needless to say the company's hesitation caused me to severly cut back on my use of propane so as to not drain my tank. I tried internet conversation to no avail. Phone calls are forwarded with no answer. We paid for propane to be delivered on a date and have yet to have delivery.

  Business Response

  Date: 02/06/2023

  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 Mr. Robert’s consumer account reveals he commenced services with Ferrellgas in
  January 2015; owns a 250-gallon propane container; chose “Will Call” delivery service and has
  Pay In Advance payment terms.
  *** *******’s concerns relate to a delivery delay.
  A review of this customer’s account indicates that an on January 23, 2023 the customer ordered
  propane from Ferrellgas. It is worth noting that we offer estimated delivery windows and ***
  ********* delivery window was end dated for January 31, 2023. *** ******* is a Will Call
  customer. That means, in order for us to know that he needs propane, he has to contact us and all
  Will Call orders are routed in the order that they come in. As you may be aware, *** ********* area
  has experienced extreme winter weather resulting in high demand as well as making road
  conditions and availability to access the customer locations major issues during this time. Ferrellgas
  drivers are working hard to accommodate each customer request as quickly as possible.
  Ferrellgas must make prudent judgment calls regarding the risks involved in sending our personnel
  out on the road when weather conditions are less than favorable. Our Customer Agreement for
  Propane Safety and Equipment Rental states the following in regard to this subject: “We may refuse
  to provide service if we believe we cannot safely make delivery due to conditions on or approaching
  your property, including unsafe road conditions...”
  *** ********* order was delivered on February 3, 2023.
  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.
  Sincerely,
  ***** ******

• Initial Complaint

  Date:01/31/2023

  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 propane heat and I have been with Ferel Gas Co. I ran outta gas below 5 percent a week ago and I called and told customer service that I ran out of fuel. The morning I ran out of fuel there was also a huge winter storm with temps in the 0 digits. The lady who I spoke with told me I only had 209.00 dollars for act balance and I would need 325 to be able to get my gas tank filled with ANY gas. I informed her that I was on energy assistance and I don't have any more money for that. I explained the winter storm coming in and she basically said I don't know what to say or do and for me to get more money and call back. Well I did that, that day and I still as of me doing this so not have gas and there's a another winter storm coming in tonight. I can see my breath sitting on my couch.

  Business Response

  Date: 02/02/2023

  February 2, 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:
  A review of Ms. ******’s consumer account reveals she commenced services with
  Ferrellgas in January 2018; owns a 350-gallon propane container; chose our “Will Call”
  delivery service and utilizes an Energy Assistance program for payments.
  Ms. ******’s concern relates to a delivery delay.
  A review of this customer’s account indicates that on January 27, 2023 Ms. ******
  ordered a propane delivery. At that time she informed Ferrellgas that she was out of gas.
  Ms. ****** 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, 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%.
  Additionally, Ms. ****** utilizes an Energy Assistance program for funding of her propane
  orders. Ferrellgas must receive a written pledge from Energy Assistance with the dollar
  amount that they are pledging to the account. We cannot create an order until that
  pledge is received or the customer pays in advance. The pledge was received late in the
  day on Friday, January 27 and a delivery was created in our system on the morning of
  Monday, January 30. Ms. ****** received her propane delivery on Wednesday, February
  1, three (3) business days after placing her order.
  Ferrellgas strives to provide best-in-class customer service, and we regret that Ms. ******
  did not feel she received that level of service. We want her to know that we are
  committed to meeting our customers’ needs and our teams are working very hard to
  accommodate each customer. Her complaint has been forwarded to the relevant field
  personnel.
  Thank you for bringing Ms. ******’s concerns to our attention. Please contact me with
  any questions or further concerns.
  Sincerely,
  ***** ******
  *********

• Initial Complaint

  Date:01/29/2023

  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 prepaid Ferrellgas for my frequent propane deliveries for my home. Ferrellgas has stolen my money and heap federal money also from me ! I’m out of propane and I paid in full for a tank full on the 16th of January 2023 Ferrellgas rudely cancelled the delivery stole the heap money and left me hanging ! Oh I forgot the Elk Grove office with criminals **** and **** beware of this company they are fleeing Americans from coast to coast and ***** * Ferrell is in in on it to he hasn’t stopped this ongoing fraud and embezzlement! I want $666.00 dollars back from Ferrellgas yesterday . Then come and take your tank off Jen I have used what’s in the tank . OR PAY me FOR THE 7 long months of lying to keep my money ! Now Ferrellgas to jerking me around again after I ordered and paid in full for a delivery !! Put **** **** and ***** in jail where they belong

  Business Response

  Date: 01/31/2023

  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 propane order and proper reimbursement.
  The customer’s account reveals that she commenced services with Ferrellgas in October
  2019; leases a 250-gallon propane container; receives Will Call delivery services and Pay
  In Advance payment terms.
  On January 16, 2023, *** ****** ordered propane from Ferrellgas. After multiple
  harassing calls from the customer regarding her delivery order, our Customer Service
  Manager informed *** ****** that Ferrellgas would be terminating service with her. Per
  our Customer Agreement for Propane Sales and Equipment Rental (“Agreement”),
  “Service may be terminated under this Agreement without cause by either you or us by
  delivering written notice ten (10) days prior to termination.”
  In addition to the above, *** ****** is not meeting our Minimum Volume Requirement.
  The Agreement states: “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...”. *** ********
  order history (January 2022-January 2023) is below.
  On or about January 25, 2023, *** ****** called Ferrellgas Customer Service and
  threatened violence against our employee(s) as well as sending a threatening email to our
  Customer Support. A Notice of Termination letter was mailed via ***** to *** ****** on
  January 30, 2023, informing her that we were terminating service and would arrive to pick
  up our asset on February 22, 2023. Due to the nature of *** ******** previous
  correspondence, law enforcement will be notified and requested to assist if deemed
  necessary.
  A review of this customer’s account indicates all funds that Ferrellgas received were paid
  by a state Energy Assistance program. Therefore, the total of that payment was returned
  to the state agency in January 2023. *** ******** account has a zero balance and will be
  closed.
  Thank you for bringing *** ******** concerns to our attention. I hope the above resolves
  any remaining questions or concerns.
  Thank you,
  ***** ******

• Initial Complaint

  Date:01/27/2023

  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.

  See attached letter and documents. I am requesting a refund of the $139.14 that I was charged when the technician came back out to turn my gas back on that he had previously turned off.

  Business Response

  Date: 01/30/2023

  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 *** *****’s consumer account reveals she commenced services with Ferrellgas in
  October 2023 and owns a 1000-gallon propane container.
  *** ******* concern relates to billing.
  A review of this customer’s account indicates that on October 20, 2022, Ferrellgas completed a
  standard safety inspection on *** *****’s tank prior to filling with propane. Our notes indicate
  that the Ferrellgas technician replaced only two bolts on the tank’s gauge to stop a leak and the
  customer was charged for the parts. No notes indicate that there were any further parts or labor
  needed.
  The customer states that on or about November 7, 2022, her furnace was running but not blowing
  heat so she contacted an HVAC technician who replaced the pilot light and burners. However, the
  furnace would still not light. At that time, she contacted Ferrellgas once again. On November 22,
  2022, a Ferrellgas technician arrived and determined that this time, no pressure was coming from
  the regulator. He adjusted the regulator and the furnace worked properly.
  Our Customer Agreement for Propane Sales and Equipment Rental (“Agreement”) states: “If you
  own the Tank, you are solely responsible for the inspection or maintenance of the System.”
  Additionally, the Agreement encloses our Current Charges List which includes Service Work
  Charges. *** ***** was charged accordingly.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.

• Initial Complaint

  Date:01/24/2023

  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.

  We had a tank rented from Ferrell Gas at our property. It has not been used over last 2 years, so in 5/22 we requested that it be removed and account closed. It was removed in early June. We were billed for rental of the tank for 2022-23. Called company in 6/22, again 8/22 and request charge for rental of tank be removed. Told it would be, would take time to “flip it” and ignore future bills and account has $0 balance. Continued to receive bills so called 11/22 and told OK, will fix, thanks and don’t pay the bills. 1/9/23 received threatening letter from company accusing us of ignoring requests for payment. Called again and transferred to another person who said need to pay with late changes. Continued calls to company have resulted in unable to find account and conflicting information concerning tanks rented, account balance and status and whether payment needs to be made. End result is that we are now being told 8 months later that we owe tank rental on a tank which was removed from our property at the beginning of the rental period. Despite numerous calls and discussions with company representatives who told us we don’t owe tank rental, the company is now trying to collect it.

  Business Response

  Date: 01/25/2023

  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:
  *** ******** concern relates to rental billing.
  Ferrellgas billed out rental fees in April 2022. On May 31, 2022, the customer requested a tank
  pickup which was completed on June 8, 2022. Our Customer Agreement for Propane Sales and
  Equipment Rental states: “Rental payments will not be credited, refunded, or prorated if service
  terminates before the lease term expires.” However, in an effort of good faith, we have removed
  the rental fee and finance charges from *** ******** account and our Customer Service Manager
  will reach out to the customer today to apologize for the frustration this has caused *** ******.
  Ferrellgas strives to provide best-in-class customer service and we sincerely regret that the
  customer did not receive such level of service. Please contact me with any questions or further
  concerns.
  Thank you,
  ***** ******
  Paralegal

  Customer Answer

  Date: 01/30/2023

  [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,
  
  
  
  ********* ******