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, L.P.

  1115 3rd Ave Intl Falls, MN 56649-2955

• 

  Ferrell Gas

  PO Box 247 Ovid, NY 14521

• 

  Ferrellgas

  300 Cedar Ridge Dr Ste 307 Pittsburgh, PA 15205

• 

  Ferrellgas

  PO Box 95 Conneaut Lake, PA 16316

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/24/2023

  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.

  I called to ask for propane delivery . They said there was a red flag on my account but did not know why. After 14calls I learned there was no reason for red flag and they could deliver . Then they claimed they ran out of propane and could not deliver . Now they say they cannot get to tank . I am at risk of running out of heat and they are non responsive . Address of property ***** ********* ***** *** ***** ********

  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 *** ********* consumer account reveals she commenced services with Ferrellgas in
  September 2022; leases a 500-gallon propane container; chose our “Will Call” delivery service and
  Net 30 payment terms.
  *** ********* concern relates to a delivery delay.
  On November 18, 2022, *** ********* system was red-tagged when the furnace would not light.
  Ferrellgas was not informed that the furnace was repaired until after *** ******* ordered a propane
  delivery on January 16, 2023. Delivery was attempted on January 24, 2023 but the snow covered
  roads prevented safe access. On January 26, 2023, *** ******* received her propane delivery. Upon
  delivery, the tank gauge read 20% remaining.
  Thank you for bringing *** ********* complaint to our attention and we hope this resolves her
  concerns. Please do not hesitate to contact me with any questions or further concerns.
  Sincerely,
  ***** ******

  Customer Answer

  Date: 02/02/2023

  [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: ********
  
  I am rejecting this response because:
  
  The tank that Ferrellgas owns AND maintains was red flagged for valve issue without communication to me. This delayed my ability to get a gas refill.

  To resolve this delay took me 15 emails and numerous calls and I had to pay $150 to get  overnight delivery.

  Ferrel gas should refund the $150 as this was there error.

  Also it should never take 15 emails and calls to resolve a customer service issue. 

  Regards,

  
  
  
  ******** *******

  Business Response

  Date: 02/03/2023

  The consumer complaint response 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:
  A review of *** *******’s consumer account reveals she commenced services with Ferrellgas in
  September 2022; leases a 500-gallon propane container; chose our “Will Call” delivery service and
  Net 30 payment terms.
  *** *******’s concern relates to a delivery delay.
  On November 18, 2022, *** *******’s system was red-tagged when the furnace would not light.
  Ferrellgas was not informed that the furnace was repaired until after *** ******* ordered a propane
  delivery on January 16, 2023. Our Customer Agreement for Propane Sales and Equipment 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,”. Ferrellgas had no way of knowing that the
  furnace was fixed until *** ******* or the contractor informed us.
  Delivery was attempted on January 24, 2023 but the snow covered roads prevented safe access. On
  January 26, 2023, *** ******* received her propane delivery. Upon delivery, the tank gauge read
  20% remaining. In an effort of good faith, a waiver of the Emergency Delivery fee from ***
  ********* account has been initialized.
  Ferrellgas strives to provide best in class customer service and we regret that the customer 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 complaint to our attention and we hope this resolves her
  concerns. Please do not hesitate to contact me with any questions or further concerns.
  Sincerely,
  ***** ******
  Paralegal

  Customer Answer

  Date: 02/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:01/19/2023

  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 heating propane when my tank got to 30 percent like what there guidelines says to do. Prepaid for the propane on 01/06/2023 with a promised delivery date of 01/16/2023 I still don’t have propane and I ran out of it on 01/17/2023 so I have had no heat since then. I have called them several times stating that I ran out of heating propane for my furnace not getting anywhere the dates I called them are the following. I called on 01/16/2023 to let them know we we’re getting low, 01/17/2023 several times saying that we were out and had no heat, 01/18/2023 asking when they were going to come, and 01/19/2023 asking again when they were coming and making sure they knew we are without heat.

  Business Response

  Date: 01/23/2023

  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 2021; owns a 500-gallon propane container, chose our “Will Call”
  delivery service and Pay In Advance payment terms.
  *** ******’s concerns to relate to a delivery delay.
  This area experienced winter storms that backlogged much of the Service Center’s
  deliveries. *** ******’s delivery was attempted on January 16, 2023 but icy and snow-
  covered roads prevented the completion. Our system indicates that *** ****** received
  his delivery on January 20, 2023. We understand the frustration the customer feels, and
  we sincerely regret the delay he experienced with his delivery. Ferrellgas must make
  prudent judgment calls regarding the risks involved in sending our personnel out on the
  road when weather conditions are less than favorable. Our Customer Agreement for
  Propane Safety and Equipment Rental states the following in regard to this subject: “We
  may refuse to provide service if we believe we cannot safely make delivery due to
  conditions on or approaching your property, including unsafe road conditions...”.
  Thank you for bringing *** ******’s concerns to our attention. We know that *** ******
  owns his tank and can go anywhere for his propane needs and we appreciate his
  patronage. I hope the above resolves any remaining questions or concerns. Of course,
  please do not hesitate to contact me.
  Thank you,
  ***** ******
  Paralegal

• Initial Complaint

  Date:01/11/2023

  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.

  They delivered gas to my home the gas truck got stuck in my yard now I have big tire tracks in my yard and they had to be towed out by a tow truck I have called them many of times and it's been over a month now and have not gotten any response back my yard has a big craters in it and the water is sitting in the holes that the truck created and all they can tell me is they're reported to the risk management team and no one has called me back this actually happened in December of 2022. I also have pictures of the truck in my yard them towing the truck out of my yard with the tow truck and the man taking pictures of the damage. I want them to pay to fix my yard back like it was and I would like an apology for not returning my call and for not valuing me as a customer.

  Business Response

  Date: 02/07/2023

  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:
  *** ******* concerns to relate to damage.
  A review of this customer’s account indicates that upon delivery of the customer’s recent
  propane order, her yard was damaged. It is my understanding that after the damage claim
  process was completed, Ferrellgas repaired the yard and *** ***** was satisfied.
  Ferrellgas strives to provide best-in-class customer service and we sincerely regret that
  *** ***** did not feel she received such level of service.
  Thank you for bringing the customer’s concerns to our attention. I hope the above
  resolves any remaining questions or concerns.

• Initial Complaint

  Date:01/11/2023

  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 checked my tanks gauge on December 18th and it read 56%. I ordered my tank filling. I then got a bill for $565 on Dec 20th saying they had delivered 190 gallons. I then checked the tank which should have been reading 80% but no it still reads 56%. I obviously think the gauge is wrong or they filled someone else tank. I immediately call and leave numerous messages as I am worried about running out of gas. Someone eventually comes out on Jan 6th, tells us he doesn't think it's the gauge and to wait till we have it filled again and he will come look, and in the mean time the manager will call. He hasn't called so we still don't know what has happened. In the meantime we paid the bill, but for what, because I think we have been duped out of 190 gallons and no one is doing a damn thing about it as usual. They are hard to get a hold of and this is making me sick with worry.

  Business Response

  Date: 01/16/2023

  Subject: ****** ***** - Complaint # ********
  The consumer complaint filed by Ronald Adair has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation and offer the
  following response:
  
  A review of *** ******* consumer account reveals he commenced services with Ferrellgas in
  November 2020 and leases a 1000-gallon propane container.
  
  On December 16, 2022, *** ***** placed a propane order informing Ferrellgas that his tank gauge
  read 56% remaining. On December 20, 2022, Ferrellgas delivered 190.2 gallons. Unfortunately,
  the propane was not delivered to *** ******* tank but to another Ferrellgas customer’s tank
  nearby. Upon realizing the error, a reimbursement of $589.32 to *** ***** has been initialized. It
  is my understanding that our Customer Service advised *** ***** of the error and reimbursement.
  Ferrellgas strives to provide best-in-class customer service and we sincerely regret that the
  customer did not receive such level of service. We apologize for the oversight and the relevant
  field has been notified. Please contact me with any questions or further concerns.
  Thank you,
  ***** ******
  Paralegal

  Customer Answer

  Date: 01/21/2023

  [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: They eventually called us and my husband asked for a refund of the $589.00 to his credit card that he paid with, and told her to cancel out our account as we are switching companies as soon as our tank is empty. A week later we find that not only have they not cancelled our account, but credited it with $589.00 off our next fill up. We are not having a fill up. We want the money refunded for the 190 gallons that someone else has, we would like it refunded to the original payment method, and we want the account closed. We have since put a lock on our tank so they cannot fill it, as we do not trust them. Their customer service is taking no notice as usual. They have not fulfilled their agreement in any way.
  
  Regards,
  
  ****** ***** *****

  Business Response

  Date: 01/23/2023

  Subject: ****** ***** - Complaint # ********
  The consumer response rejection filed by ****** ***** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation and offer the
  following response:
  The credit on the customer’s account has been removed and a request for a refund has been
  initialized. *** ***** should expect his credit card to reflect the refund in 7-10 business days.
  Ferrellgas strives to provide best-in-class customer service and we sincerely regret that the
  customer did not receive such level of service. We apologize for the oversight and the relevant
  field has been notified. Please contact me with any questions or further concerns.
  Thank you,
  ***** ******
  Paralegal

  Customer Answer

  Date: 01/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  Regards,
  
  
  
  ****** ***** *****

• Initial Complaint

  Date:01/09/2023

  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.

  Ordered gas December 26 to make sure there was enough time to get it filled. Payed for gas on December 27th And was scheduled and told it would be filled by Friday January 6th they neglected to show up by Friday my wife had a 3 way call between 2 employ’s 1 office lady and a driver. The driver got out of line and mouthy with my wife and then hung up after saying he wouldn’t deliver Friday the office lady claimed we would have enough gas until Monday the 9th and we would be first to get gas we were informed the 9th that there was no record of us being put first but we ran out of gas Sunday morning the 8th I have 3 kids in my house with no gas to heat it and it’s 30 degrees outside now idk when I’m getting gas on Monday the 9th and still have no gas they said I wasn’t a priority it was by closest distance to farthest even though they left us with no gas and no heat also all calls are supposed to be recorded for there records.

  Business Response

  Date: 01/09/2023

  January 9, 2023
  Subject: ***** ********** -- Complaint #********
  The consumer complaint filed by *** ********** has been forwarded to the Ferrellgas
  Legal Department for investigation and comment. I have completed my investigation,
  talked to relevant field personnel, and offer the following response:
  A review of *** **********’s consumer account reveals that he commenced services with
  Ferrellgas in November 2022; owns a 250-gallon propane container; chose Will Call
  delivery services and Pay In Advance payment terms.
  *** **********’s concerns relate to a delivery delay.
  Our records reveal that when the customer called Ferrellgas to order propane he indicated
  that his tank read 18% propane remaining. *** ********** is a “Will Call” customer. This
  means that in order for us to know that he needs propane, he has to call us. Per our
  Customer Agreement for Propane Sales and Equipment Rental, in which the customer is a
  party to, we recommend that a Will-Call customer contact Ferrellgas when their tank is no
  less than 30% to alott ample time for delivery prior to the customer running too low on
  propane, especially during the cold winter months when delivery demand will likely run
  higher.
  On January 9, 2023, Ferrellgas delivered the propane order. Our Customer Service
  Manager spoke to the customer today and in an effort of good faith, has initialized a $50
  credit to the account.
  Thank you for bringing the customer’s concerns to our attention and we hope that this
  brings the matter to a close. Please let me know if you have any questions or further
  concerns.
  Thank you,
  ***** ******
  Paralegal

• Initial Complaint

  Date:01/04/2023

  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.

  We have a contract with Ferrell gas to keep our propane tank full they have not fulfilled their contract by keeping the tank full. I have called over and over asking for a delivered every 3 weeks, I have called over and over begging for a delivery, I have asked for a supervisor to call no one has called I have sent email no one has responded. The last call on January 4th 2023 I threatened to roll their propane tank down the hill, I know that was inappropriate and I should not have threatened but I need help, no one at Ferrellgas cares that our tank is empty no one cares that we needed propane.

  Business Response

  Date: 01/16/2023

  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
  August 2019 and leases a 120-gallon propane container.
  *** ********’s concern relates to her delivery service timeframe, a delivery delay and customer
  service.
  *** ********’s account is set up to use a demand forecasting algorithm based on her prior usage
  history to automatically schedule deliveries. Based on *** ********’s usage for the past two years,
  a delivery every three weeks would be excessive, except during times of dramatic weather
  conditions that may result in usually high usage at which times we suggest that customers inspect
  their propane supply level often.
  As previously stated, Ferrellgas made three delivery attempts between December 23, 2022 and
  January 4, 2023 but due to road conditions, our attempts were unsuccessful. Ferrellgas must make
  prudent judgment calls regarding the risks involved in sending our personnel out on less than
  favorable roads. Our Customer Agreement for Propane Safety and Equipment Rental
  (“Agreement”) 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...”.
  Our notes indicate that on January 4, 2023 *** ******** requested a tank pick up. On January 11,
  2023, the customer cancelled her tank pick up and ordered a delivery of propane. Ferrellgas was
  able to safely deliver *** ********’s order on January 13, 2023.
  Ferrellgas strives to provide best in class customer service and we regret that the customer did
  not feel she received that level of service. The relevant field has been notified.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.
  Sincerely,
  ***** ******

  Customer Answer

  Date: 01/17/2023

  [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: 18686189
  
  
  
  I am rejecting this response because: All I want is for someone to call me so I can get my gas delivered every 3 weeks, like I had in ******** I have sent emails I have asked for someone to call me and no one will call me. They only tried to deliver 1 time because my road was not plowed, I asked for a supervisor to call me before I rolled the tank down the hill, I got a call from someone that asked if I wanted my tank pick up and I told him no, I just wanted my gas delivered every 3 weeks, he told me he would talk to his supervisor and call me back, he never called me back. All I want is to get my gas delivered every 3 weeks in the winter and I would be very happy! 
  
  
  
  Regards,
  
  
  ******** ********

  Business Response

  Date: 01/23/2023

  Subject: ******** ********* Complaint No. ********
  The consumer 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:
  
  On January 24, 2023 our Customer Service Manager spoke with *** ******** in regard to her
  request for a delivery every three weeks due to the lower cost if less gallons of propane needed.
  The customer understood the necessity to be efficient with deliveries and any access issues there
  may be during the winter months. That being said, our Customer Service Manager recommended
  our Budget Billing program so that she may know how much to pay each month and budget for
  that amount. *** ******** will discuss this option with her husband and let us know what they
  decide. Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.
  Sincerely,
  ***** ******

  Customer Answer

  Date: 01/23/2023

  [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:
  
  As I have stated all I want is for someone to call me a manager a supervisor someone to call me in regards to this account, I understand the driver could not make it because of the road condition I don't even care that he did not make it, in the winter months we need propane every 3 weeks! I really just want to talk to someone over the phone if Ferrellgas agrees to call me then I will drop my complaint with the Better Business Bureau.
  
  Regards,
  
  ******** ********

  Business Response

  Date: 01/24/2023

  The consumer 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:
  
  On January 24, 2023 our Customer Service Manager spoke with *** ******** in regard to her
  request for a delivery every three weeks due to the lower cost if less gallons of propane needed.
  The customer understood the necessity to be efficient with deliveries and any access issues there
  may be during the winter months. That being said, our Customer Service Manager recommended
  our Budget Billing program so that she may know how much to pay each month and budget for
  that amount. *** ******** will discuss this option with her husband and let us know what they
  decide.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.
  Sincerely,
  ***** ******
  Paralegal Response attached.

  Customer Answer

  Date: 01/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ******** ********

• Initial Complaint

  Date:01/04/2023

  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.

  We have been trying since Dec 17th 2022 to get Ferrellgas to make a delivery, first time, suppose be done the 23th of Dec, now they say today Jan. 4th. Because the weather is bad, they say, maybe not, plus customer service says last day for gas. We are at 20% now, We are getting very nervous,, cry alot. Talked to a *****, *****, ******, ****** is the one l just got off the phone with, saying if can't deliver today, will have to wait another week, by then we'll be froze, living in Moblie Home, not good to have temperature so low, at 60 degrees in here , too cold. Soon will become an emergency. HELP if you can, please. My husband has health issues.
  
  Thank You, ******** and *** ****** 
  Phone number is ************

  Business Response

  Date: 01/04/2023

  The consumer complaint filed by *** ****** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation, talked to
  relevant field personnel, and offer the following response:
  A review of *** ******’s consumer account reveals that she commenced services with us
  in May 1996 and leases a 500-gallon propane container.
  *** ******’s concerns relate to a delivery delay.
  On December 16, 2022, *** ****** informed Ferrellgas that she had 30% remaining in her
  tank and would need a propane delivery. Ferrellgas has made multiple attempts to deliver
  propane to *** ******’s tank; however, her driveway is too snowy and narrow to get a
  bobtail truck in to deliver. On January 4, 2023, our District Manager attempted to drive up
  the customer’s driveway in a four-wheel drive vehicle and got stuck. Attached are the
  pictures he took. At that time, he informed the customers that once the driveway is bladed
  and wide enough for our bobtail to safely drive up, Ferrellgas will deliver the propane as
  quickly as possible. As of today’s date, the customer has 20% remaining in her tank.
  Thank you for bringing the customer’s concerns to our attention. Please let me know if you
  have any questions or further concerns.
  Thank you,
  ***** ******
  Paralegal Response attached.

• Initial Complaint

  Date:01/03/2023

  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 contacted my propane supplier, Ferrellgas, via phone on December 16, 2022 **************. My propane tank was reading at just over 30% full and I wanted to request a fill. The customer service representative took my information and told me that the tank would hold 250 gallons, and I agreed to have 250 gallons delivered.
  
  On December 16, 2022, at 1:17pm, the customer service representative accepted my Mastercard payment of $626.15. I had a credit on my account at the time for $62.59. The total amount that I paid on 12/16/22 was $688.74. The customer service representative advised me that the propane would be delivered within 10 days.
  
  On December 31, 2022, 15 days after the purchase, the propane had still not been delivered. My tank was reading at 10% full. I was not able to contact a live Ferrellgas representative, so instead submitted a question through their automated online question tool. I essentially asked them what was going on with my delivery. On January 2, 2023, I still had not heard from Ferrellgas, and still could not contact a live representative, so again submitted a question through their automated online tool.
  
  On January 3, 2023, I contacted Ferrellgas via phone at 8:45am. I spoke to a customer service representative who informed me of the following:
  
  - There was an error in Ferrellgas's system that had cancelled my delivery
  - Neither she nor her manager could figure out what had occurred
  - Someone should have contacted her when the system had cancelled the delivery and they had not
  - They are very busy with deliveries and will try to have my propane delivered within the next 2-3 days
  - Because the tank is reading 5% full, I should shut my furnace and water heater off and use electric heaters so nothing gets damaged (I don't own electric heaters, she recommended contacting family friends)
  
  This is unacceptable, I ordered and paid for my propane 18 days ago. It is the middle of winter, I'm supposed to shut my furnace off? Not acceptable.

  Business Response

  Date: 01/06/2023

  Subject: ******** ********* -- Complaint #********
  The consumer complaint filed by *** ********* has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation, talked to
  relevant field personnel, and offer the following response:
  *** *********’s concerns relate to a delivery delay and customer service.
  On December 27, 2022, Ferrellgas attempted to deliver the customer’s propane order but
  weather conditions forced the driver to skip the delivery. It is my understanding that the
  driver inadvertently marked the order as cancelled rather than skipped. Upon notification
  of the cancelled order, a new order was created on January 3, 2023 and *** *********’s
  propane was delivered on January 5, 2023. At the time of delivery, the customer’s tank
  read 8% remaining.
  *** ********* states that he was told to turn off any gas appliances and use another source
  of heat. Ferrellgas agrees with the customer that this advice is unacceptable. The relevant
  field personnel have been notified and measures will be taken that this does not happen
  again.
  Ferrellgas strives to provide best-in-class customer service and we sincerely regret that ***
  ********* did not receive such level of service.
  Thank you for bringing the customer’s concerns to our attention. Please let me know if you
  have any questions or further concerns.
  Thank you,
  Katie Graham
  Paralegal

• Initial Complaint

  Date:12/30/2022

  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.

  My Ferrellgas account #********* was opened 10/16/2020 at **** ****** **** **** in Lisman, Alabama. I paid $312.00 for tank rental, included fill of that tank with 100 gallons of propane. My plans to refurbish the house at that location did not go through, so the tank nor the propane was used. I phoned Ferrellgas 9/23/2022 and requested that the tank with propane be returned and my account closed. The tank is still full now and when I requested on September 23. 2022 that the tank with the propane contents be returned to Ferrellgas. I phoned several times in October to determine when the propane tank and propane would be picked up and was finally told it would be the beginning of December 2022. I phoned in November 2022 to see if Ferrellgas could pick the tank up sooner, and was told no. Now, it’s December 30, 2022 and it still hasn’t been picked up. In addition there are rental charges totaling $105.13. Please help get the propane tank with its contents picked up by Ferrellgas. I do not think I should be charged anything because Ferrellgas can resale the tank and the propane.

  Business Response

  Date: 01/09/2023

  Subject: ***** *******; Complaint # ********
  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:
  The customer’s concerns relate to a tank pick-up request and reimbursement(s).
  A review of *** *********  consumer account reveals she commenced services with
  Ferrellgas in August 2020, owns a 250-gallon propane container, leases another 250-gallon
  propane container, chose Will Call delivery services and Pay in Advance payment terms.
  
  In October 2020, *** *******  requested a set of the above-mentioned leased tank. In
  September 2022, *** ******* requested that same tank be picked up and a reimbursement
  made. Below is a timeline of the customer’s account payments, waivers and
  reimbursements.
  We regret that the customer was dissatisfied with the communication with Ferrellgas.
  Ferrellgas strives to provide excellent service to every customer, and we regret that ***
  ******* did not feel she received that level of service. Her concerns have been relayed to
  the relevant field personnel.
  Thank you for bringing the customer’s concerns to our attention. We wish her well in the
  future. Please contact me if you have any questions.
  Thank you,
  ***** ******
  Paralegal

  Customer Answer

  Date: 01/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. Today is 1/18/2023 and tank has not been picked up yet. Ferrellgas assured me it will be picked up 1/26/2023. Ferrellgas phoned me 1/13/23 and rescheduled pickup to 1/26/2023   My acceptance is contingent on the company picking up the propane tank on 1/26/2023 as Ferrellgas rescheduled. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:12/30/2022

  Type:Product 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.

  after placing a order and paying using a credit card I canceled the order but they tell me it will take 6 to 8 weeks to reimburse my credit card. it took only 3 minutes to charge the card ...why so long to refund the same card???

  Business Response

  Date: 01/03/2023

  Response attached.
  Subject: ****** *****; Complaint # ********
  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 2007, owns a 250-gallon propane container and chose Will Call
  delivery service.
  *** ******* concerns relate to a refund.
  *** ***** recently cancelled a propane order and requested a refund. Our records indicate
  that our Customer Service Specialist provided the customer with incorrect information. ***
  ******* refund was completed on December 29, 2022. She can expect to receive her refund
  within 5-7 business days. For training and informational purposes, this complaint has been
  forwarded to the relevant field personnel.
  Thank you for bringing the customer’s concerns to our attention. Please contact me if you
  have any questions or further concerns.
  Thank you,
  ***** ******
  Paralegal