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

• 

  Ferrell Gas

  2092 Water Street Ovid, NY 14521

• 

  Ferrellgass, L.P.

  PO Box 260 Johnstown, NY 12095

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:03/25/2025

  Type:Product 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 transitioned to this propane provider. Propane is the sole source of heat for our home and also heats our hot water. Ferrell Gas "set" a new tank at our residence on 10/15/2024 and came back on 10/21/2024 to fill the tank, with our account being noted for automatic delivery going forward.
  
  On 12/23/2024 we ran out of propane due. We contacted Ferrell Gas who advised that this was due to their error - that someone in their office forgot to "check a box" indicating automatic delivery, but did see that automatic delivery was specifically notated on our account. They came to fill our tank that day and assured us no further issues would arise.
  
  On or about January 23rd, 2025 we contacted Ferrell gas to advise that our fuel tank was down to 10%. They stated they were set to deliver to us on January 31st, 2025. They advised us that the 10% would get us through until then and that no one could come out sooner. We followed up on January 29th to advise we were at 5%. They said we are just going to have to wait until the 31st as no trucks would be in our area until then. On January 30th, 2025, a Ferrell Gas delivery truck delivered to my neighbor across the street. They did not deliver to us. We immediately called Farrell Gas who told us they could not defer from their pre-planned routes and that they would now not deliver until February 3rd. Our tank was at 2%.
  
  On January 31st I called Ferrell gas to terminate service. Another company agreed to deliver a tank that day and fill it that same day. I advised Ferrell gas to remove THEIR propane tank from my property immediately. We have contacted Ferrell Gas at least 5 times since then, requesting the tank be removed from our property, to no avail. We keep being advised that they are backlogged and will get to us when they can, but no later than February 20th, 2025. The tank STILL remains on our property. We want it gone. There is no snow on the ground and nothing impeding their access to the tank.

  Business Response

  Date: 04/04/2025

  ****** *** *** ******** ************** ** ****
  ********* **********
  ****** ******** ******
  ******** ******* ******** * ********** ********
  To whom it may concern:
  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 Warholics’ concerns relate to the pick-up of the propane container on their property. There was an attempt made to pick up the tank on March 27, 2025, but the road that needed to be accessed in order to get the tank was closed off. The work order remains open, and another pickup attempt will occur.
  Thank you for bringing ******* ********** concerns to our attention. We hope that the above resolves the customer’s complaint. However, please do not hesitate to contact me with any further questions or concerns.
  Sincerely,
  **** *********
  *********

  Customer Answer

  Date: 04/04/2025

  *
  ********** ********
  
  
  
  I am rejecting this response because:  The road was never inaccessible, nor was the road "blocked off" the week of March 27th, nor this past week.   While the road was blocked to "through traffic" on the week of March 17th, residents,  fuel delivery trucks, mail trucks, garbage trucks and school buses were all able to access the road.  If it is not picked up by April 11th, we will deem the tank as abandoned, have it removed and disposed of and seek to recoupe the costs thereof.
  
  
  
  Sincerely,
  ******* ********

  Business Response

  Date: 04/15/2025

  Please see the attached response.The consumer rejection filed by Jessica Warholic has been forwarded to the Ferrellgas Legal Department for investigation and comment.
  The tank was picked up on April 8, 2025.
  Thank you for bringing ******* ********** concerns to our attention. We hope that the above resolves the customer’s complaint. However, please do not hesitate to contact me with any further questions or concerns.

  Customer Answer

  Date: 04/16/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *********  I confirm the matter has been resolved and the tank picked up.

  I do hope that Ferrell Gas will work to do better in the future for their remaining customers, especially given the plethora of similar BBB Complaints lodged against them.
  It should not have taken 10 weeks to pick up the tank, nor should the underlying situation have occurred.

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

• Initial Complaint

  Date:03/16/2025

  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.

  February 2025, I had signed up for a gas utility at my townhouse. I moved into my home in August 2024, was not aware my home needed gas for heat until November 2024 (it was advertised as electric only). Maintenance had brought it to my attention that my home was heated by propane gas. The Gas company claimed they came to my home from November through February and read my meter (which they did not) and I never received any mailing notices from them. I received a letter in February to set up an account or have my gas shut off. After I set up an account, I receive a billing noticed from them until this past March, after I officially signed up for an account in February 2025. To my surprise to bill was over $1600 and the meters last official reading was in June 2024 (which I was not living there at the time). I followed up with billing and they referred me to the manager and they assured me the billing was correct and that they would provide me the statements to show that they were correct. Their lack of professionalism and lack of transparency makes it hard to believe them moving forward. I tried to resolve this issue with them internally but I'm left with no choice at this point.

  Business Response

  Date: 04/04/2025

  Please see the attached response.The consumer rejection filed by **** ***** has been forwarded to the Ferrellgas Legal Department for investigation and comment.
  We have provided supporting information and documentation to Mr* ***** to show his propane usage. The charges on Mr* *****’s account are accurate as to the amount of propane used. Mr* ***** contacted Ferrellgas on April 1, 2025, and an arrangement has been made to pay off the balance.
  Thank you for bringing **** *****’s concerns to our attention, and I hope the above resolves any questions or concerns.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my home in August 2022, I called Ferrellgas and decided to set up services with them. In less than 24 hours, I canceled all services with them due to customer service issues.
  Ever since then I have been sent a bill for a rental of their propane tank.
  I spoke with one of their employees that stated their system shows the tank that WAS on the property prior to my ownership was picked up in March 2022 prior to the purchase of my house.
  I have services by a different company and they provided the propane tank. Ferrell gas sent out someone to pick up the tank and they verified the serial number on the tank isn’t theirs.
  Ferrellgas called me today stating that because they can’t find the tank they are just going to continue to bill me $75.00 a year.

  Business Response

  Date: 03/20/2025

  Please see the attached response.

  Customer Answer

  Date: 03/20/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ****

• Initial Complaint

  Date:03/04/2025

  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.

  I am writing to formally express my concern regarding a failure in Ferelgas auto-refill service, which resulted in my home running out of propane. My account has been set up for auto-refill, and I relied on their system to ensure that my tank would be filled as needed. However, I recently experienced a complete propane outage, which led to an emergency technician visit to determine why my heat was not working.
  
  To my surprise, the technician discovered that my tank was empty. This is particularly alarming because, according to their website, my tank was supposedly at 77% capacity. This discrepancy between the reported levels and the actual propane supply caused unnecessary inconvenience, stress, and additional service costs of $405.

  Customer Answer

  Date: 03/12/2025

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

  Your system was not properly set up for auto delivery, and as a result, you failed to deliver propane as promised. This is the second time in three years we’ve had this issue with your company. Due to your repeated failures, I have switched to a different provider.
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 03/20/2025

  March 20, 2025
  
  Complaint Specialist
  Better Business Bureau
  
  Subject: ***** ******— Complaint# ********
  
  To whom it may concern:
  
  The rejection filed by ***** ****** has been forwarded to the Ferrellgas Legal Department
  for investigation and comment. We understand *** ******** frustration but believe that
  we have adequately addressed her concerns fully and appropriately. *** ****** did not
  give Ferrellgas an opportunity to investigate the issue, and Ferrellgas is not responsible
  for the costs incurred by *** ******.
  
  Thank you for bringing ***** ******’s concerns to our attention, and I hope the above
  resolves any questions or concerns.
  
  Thank you,
  **** *********
  Paralegal
  

• Initial Complaint

  Date:03/04/2025

  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.

  I would give a negative star rating if possible. We had Ferrell Gas in Blue Ridge for over 7 year, and the previous property owner used them prior to our purchase. No problem for 7 years. Then in December and January this year they claim they did two fill ups to 80% each costing over $400. The fascinating part, in 7 years we've never had this kind of consumption of propane gas, not even close, as this is a second home. When I questioned the billing they sent out a technician to check for leaks, and then tried to charge me a $300 service charge to check THEIR tank. When I questioned this, they said they were cancelling our account because the main way into our property had a bridge with a weight limit too low. Mind you their is a second way into the property without a bridge. Today they pick up the tank without notice and freezing temps are expected this week. Vindictive and illegal, you bet you. Terrible company would be an understatement.

  Business Response

  Date: 03/13/2025

  Please see the attached response.The consumer complaint filed by Clent Chatham 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 the ********’ consumer account reveals they leased a 250-gallon propane container. During a service call on February 17, 2025, a Ferrellgas technician noted that a bridge leading to the ********’ house was rated for only 8 tons. Ferrellgas’ trucks weigh much more than 8 tons. As such, the decision was made to no longer provide service due to safety concerns. Safety is one of Ferrellgas’ highest priorities. The bridge posed a serious concern as there was a bridge collapse in the same service unit as the ********, and that bridge had been crossed for 18 years. There was also the concern that the recent flooding and hurricane damage is that part of the country could have affected the bridge’s safety. An email was sent to the ******** on February 18, 2025 advising that Ferrellgas would no longer be able to deliver to their address and that they had time to make arrangements before the leased tank would be picked up. The tank was picked up on March 4, 2025.
  Ferrellgas’ Customer Agreement for Propane Sales & Equipment Rental (the “Agreement”) states that service may be terminated under the Agreement without cause by either party by delivering written notice ten (10) days prior to termination. Ferrellgas sent written notice to the ******** via an email advising that service was going to be terminated, and the tank was not picked up until 14 days after the email was sent. The outstanding charges on the ********’ account have been removed, so there is no balance on the account.
  Thank you for bringing Clent Chatham’s concerns to our attention. Ferrellgas strives to provide best-in-class customer service, and we sincerely regret that the ******** feel they have

  Customer Answer

  Date: 03/13/2025

   
  
  ********** ********
  
  
  
  I am rejecting this response because: This “notice” of the bridge happened about a decade after initial service from the previous owner and us, and this “notice” only occurred after I challenged their billing practices. They’ve refunded our money and we moved on to better service. Having said that I still believe they are crooked/Deceitfulcompany.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 03/25/2025

  Please see the attached response.The rejection filed by ***** ******m has been forwarded to the Ferrellgas Legal Department. We understand ***** ********* frustration but believe that we have adequately addressed the concerns fully and appropriately.
  Thank you for bringing ***** ********* concerns to our attention, and I hope the above resolves any questions or concerns.

• Initial Complaint

  Date:03/04/2025

  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.

  Our secondary home is located in Northville. When we purchased the house in 2022, it came with a rented 1000 gallon Ferrell tank. I will also note that our road is a private drive and it can be difficult in the winter season but we have a privately contracted snow remover who also sands the road.
  
  I placed an order for 600 gallons of propane on Feb 15. I was told it would be delivered by Feb 28. I made multiple calls to their customer service center asking if the delivery team can call me when they have an exact date so I can make sure our road is okay for them. The afternoon of Feb 27 I received an email that delivery was scheduled for the 28th. When I checked my Ferrell app that morning, it said delivery would be at 2:15pm.
  
  I asked our contractor to please sand the road before that time, which he did. I checked again around noontime for a delivery update and they had cancelled my order due to the road condition.
  
  I called them, telling them this is now an urgent matter since the temperatures were going to be dropping over the weekend. Our new delivery date was scheduled for on or before March 5, almost 3 weeks after my original request.
  
  To no one’s surprise, our propane ran out late Sunday March 2. I contacted the emergency line Monday March 3 at 7:10am, spoke with someone who told me that typically Ferrell does not” do urgent deliveries in our area” but he would try to expedite our delivery due to the fact that our original order was placed over 2 weeks ago. I also contacted customer service again Monday at 10:30am to let them know our road had been sanded again. As of now, I still haven’t heard back from them.
  
  I understand that they have a large area to cover but almost 3 weeks for a delivery seems excessive. Especially when we have to pre-pay for their services. We use Nolan Propane for our primary home and they are incredibly reliable and consistent in delivery within 2 days of a phone call.

  Business Response

  Date: 03/12/2025

  Please see the attached response.Ms. K’s concerns relate to receiving a propane delivery after running out of propane. Ms. K initially placed a delivery order for 600 gallons on February 15, 2025 when the tank was at 20%. The order was placed, and the delivery window provided was from February 16, 2025 to February 28, 2025. Ferrellgas’ Customer Agreement for Propane Sales & Equipment Rental advises Will Call customers to contact Ferrellgas when their tank is no less than 30% or no less than seven business days prior to the date that propane will be needed. 

  Customer Answer

  Date: 03/12/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *******1, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:03/03/2025

  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.

  I received an invoice for $300.00 for one months usage of propane. My monthly bill is $20.00 per month. I went in to try to resolve this invoice but was told I had to pay anyway. When I asked if it could be a leak I was told it would cost me an additional $600.00 to have someone come out. I told them that I never smelled gas and I believe that the meter has glitched. I was told that their meters never have issues. I was again told I had to pay for the propane even though they agreed that it was not my regular usage. I had the meter removed to be sent to weights and measures and obtained a new company to replace them. I am still receiving bills after trying everything to resolve this matter. I would like them to credit my account since it is physically impossible based on my usage and appliances to use $300.00 of propane in one month. I have an on demand hot water heater and an electronic ignition stove.

  Business Response

  Date: 03/11/2025

  Please see the attached response.Upon review of Ms. *********** usage, the amount of propane used in September 2024 was higher than it had been previously. Ferrellgas was not provided with the opportunity to investigate the reasoning behind the higher usage. Ferrellgas attempted to come out on October 9, 2024 to perform a leak test at no charge to the customer, but the system test was refused by Ms. ********n. Ferrellgas also attempted to schedule a meter replacement for October 18, 2024, but Ms. ********n cancelled the order. Ms. ********n came to Ferrellgas’ Guerneville service unit and dropped off the meter that was pulled off the system by Ms. ********n.

• Initial Complaint

  Date:02/28/2025

  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.

  I had ferrellgas come and fill up my outside tank in January. It cost me over $300 to fill the tank which has always lasted me two winters. The second week in February my heater won’t stay lit so I go out to the outside to check the tank and the gage is all the way in the red and the gas cap for the tank is not secured properly. I had to turn it several full turns to get it tight & secured. I called their local office & was told they couldn’t do anything at all without full payment although she did acknowledge that I had just had it filled up & that I have no history of ever using that much gas in my small 2 bed 1 bath house. I only heat one bedroom, kitchen, bath & den. I am hot natured and never run it on high. I was given an “emergency” number to call and my daughter had called countless times left at least 15 messages over the last few weeks. Not a single person has returned my call. They did however send me a bill in the mail for $50 for a leak detection device which I’ve yet to see or be told about. They did give me a $10 credit for a marketing postcard promotion which I have no clue about at all. I am 78 yrs old and live with my dog on a fixed income. I have a small electric heater but I really need my gas. It’s not my fault they didn’t screw the gas cap back on and I shouldn’t have to ask anybody to help me pay for gas when i just paid for it. I never complain but I think it’s wrong. It’s gotten really cold a few nights and $330 dollars is a lot of money to me. It will take me a couple more months to save up that much. I live in GA so it’s normal for us to have 60-70 degree days and 40 degree nights. If it was just me I’d just let it go even though it not right. I just want what I already paid for & know about this bill I got. I don’t con people or expect a free handout from anybody. I know times are hard right now on everybody. Thank you kindly and I appreciate your time.

  Business Response

  Date: 03/11/2025

  Please see the attached response.Ms.  received a propane delivery for her 250-gallon customer owned tank on January 14, 2025. January 2025 was the fifth coldest January in recorded history for Georgia. Colder temperatures necessitate a higher usage of propane. A loose fill valve dust cap would not allow propane to escape, so the loose cap would not cause the tank to run out of propane. A Customer Success Specialist contacted Ms. ***r regarding this dispute. The General Manager for Ms. service area authorized the removal of the leak meter fee, provided a reduced price per gallon for her next delivery, and provided 26 promotional gallons. Ms. was appreciative of the provided resolution, and the delivery was completed on March 4, 2025.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested a propane gas delivery on Feb. 6th 2025. On Thursday Feb. 20th I received a voicemail stating that the delivery would be made within the next three business days. On Tuesday morning Feb 25th my wife called for an update on the delivery. She was told by the representative that she (the representative) would have to get up with a manager and would call her back. After receiving no call my wife called again that evening and was told the same thing. After still not receiving a return call, I called myself this morning and was told the same thing once again. Propane is the primary source of heat for my home and family of five including three children .

  Customer Answer

  Date: 02/28/2025

  The issue has been resolved. The delivery was made the same day that I made the company aware that I would be contacting the BBB

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising 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.

  2/20/2025 placed an emergency order for propane as we ran out. Costing over $1000
  2/21 called in the morning informed of situation. Child in home with 45 degree temps in our home. No heat no hot water unable to cook. Called in the evening and was told could be up to 2 weeks.
  2/22 and 2/23
  2/24 called regarding status of of our order. And explained situation and was laughed at. They drafted the money from our account.
  2/25 called which same report not on schedule and up to one more week
  2/26 called again was not ok schedule. Told them to cancel service ans give me refund. Told them I needed it for propane with a new company. And was informed could take up to 6 weeks for refund.

  Business Response

  Date: 03/07/2025

  Please see the attached response.The delivery order was originally placed on February 20, 2025 after payment was issued for the delivery. Ms.  contacted Ferrellgas on February 21, 2025 to advise that she was out of propane. Ferrellgas’ Customer Agreement for Propane Sales & Equipment Rental advises Will Call customers to contact Ferrellgas no less than the tank being at 30% or seven business days prior to the date that propane will be needed. This information is also posted on Ferrellgas’ website as a banner on the top of the website. Ms. M was advised that there were no expedited delivery options in her area at that time, but drivers were working extended hours and on weekends to make deliveries as quickly and safely as possible.
  The delivery timeframe provided