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

  14500 Bethel Rd Platte City, MO 64079-8169

• 

  Ferrellgas

  7500 College Blvd Ste 1000 Overland Park, KS 66210-4098

• 

  Ferrell Gas

  3601 Francis Scott Key Hwy Taneytown, MD 21787-1505

• 

  Ferrellgass, L.P.

  2150 Lockport Road Niagara Falls, NY 14304

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:12/30/2022

  Type:Customer Service 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.

  On Dec 9th, 2022 Ferrellgas delivered to *** * ******** ** 166..4 gals of propane to this address. We dont deal with Ferrellgas anymore since last year. They have not brought us any gas since March 23, 2021. When I saw the truck in my yard it was too late as they had already put in the gas. I asked them why were they here as I havent dealt with them going on two years. The driver said we were on the list or we requested it. We certainly di not request as we are dealing with another company that has a better price. We told the driver that we didnt want the gas and they could come back and pump it out. We have already prepaid our gas bill for this year through the other company. He told me the manager will be in touch with us. We have not heard anything from a manager. We got a bill for $660.99 on Dec. 13, 2022. I have called the office and the customer service person said they would give it to the manager. I have still heard nothing. She also said that the tank belonged to them. I informed them as I have while dealing with them that the tank we have we have had since late 70"s or early 80"s We are elderly my husband is an amputee and I have just been diagnosed with Breast Cancer. We do not have the money to pay this bill as we did not request this gas. Neither do we want our credit to be affected through something we had no control over. Thank you for your assistance. **** ** ******

  Business Response

  Date: 12/30/2022

  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 *** ******’s consumer account reveals she has our Keep Full delivery service
  and Net30 payment terms.
  *** ******’s concerns relate to a recent propane delivery.
  *** ****** was on our “Keep Full” program in which we will deliver propane to her from
  time to time on our schedule when we believe that delivery is appropriate. On December
  8, 2022, an auto order was created for *** ******’s tank and on December 9, 2022 we
  delivered 166.4 gallons. It is my understanding that the customer previously informed
  Ferrellgas that they wished to cancel service but that note did not make it into our system.
  Therefore, we have initialized the removal of her most recent delivery from her account
  and she may keep the propane in the tank. We will then close the customer’s Ferrellgas
  account.
  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. Of course, please do not hesitate to
  contact me.
  Thank you,
  ***** ******
  Paralegal

  Customer Answer

  Date: 12/30/2022

  [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: I have not received any adjustments or anything from this company. I don’t deal with them anymore and did not ask for this delivery 
  
  Regards,
  
  **** ******

  Business Response

  Date: 01/03/2023

  Response attached.January 3, 2023
  Complaint Specialist
  BBB of Greater Kansas City
  Subject: **** ****** —Complaint# ********
  The consumer’s rejection filed by *** ****** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation, talked to
  the relevant field personnel, and offer the following response:
  *** ******** rejection states she has not received an adjustment.
  As previously stated, we have initialized the removal of charges from the delivery made
  in error. She may keep the propane in her tank at no charge and we will close her
  Ferrellgas account.
  Thank you for bringing the customer’s concerns to our attention. I hope the above
  resolves any remaining questions or concerns. Of course, please do not hesitate to
  contact me.
  Thank you,
  ***** ******
  Paralegal

  Customer Answer

  Date: 01/05/2023

  [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:12/29/2022

  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 placed a order for propane on 12/16/22 it was scheduled for delivery on 12/27/22 the drive never call or management.
  12/28/22 call customer service 5 times to find out where my order is because my house is down to only 5% left in the tank that feed my house for heat. the customer service rep talked to the manager and promise to have it delivered on the 12/29/22 by noon. at 3:15pm I started calling and asking where it is and they keep telling me it on its way. I called 15 times till 5pm when there phone shut off. I requested district manager to call me back at 3:15pm and was told he would call me back admittedly and never did. I also ask to talk to customer service managers always on the phone and would return my call and never did. They would not contact the driver to find out where he is with my propane delivery. The customer service only wanted to get me off the phone without helping me get propane to heat my home. My generator that powers my home also runs off of propane so we also have no power. NO ONE CARES AT THIS COMPANY.

  Business Response

  Date: 01/03/2023

  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 us
  in April 2021 and leases a 250-gallon propane container.
  *** ********** concerns relate to a delivery delay and customer service.
  Our records reveal that when *** ******** called Ferrellgas to order propane he indicated
  that his tank read 5% propane remaining. At that time, *** ******** was 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 ***
  ******** is a party to, we recommend that a Will-Call customer contact Ferrellgas when
  their tank is at 30%, especially during the cold winter months.
  On December 29, 2022, Ferrellgas attempted to deliver propane to *** ********; however,
  the dirt road to the property was too muddy for the bobtail truck. On December 30, 2022,
  Ferrellgas arrived in a four-wheel-drive vehicle with a 120-gallon tank so that the customer
  would have propane immediately.
  Ferrellgas strives to provide best-in-class customer service and regret that *** ******** did
  not feel that he received such level of service. We value his patronage and look forward to
  serving his propane needs in the future.
  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,
  Katie Graham
  ParalegalResponse attached.

  Customer Answer

  Date: 01/03/2023

  12/15/22 I placed a order when my tank was at 40% not at 5% on the 12/29/22 that's when it became a emergency.  The first delivery scheduled for the 12/27/22 in perfect dry condition also everyday prior to this day but never showed up or called.  Called customer service on the 12/28/22 to find out what happened to my delivery they rescheduled it 12/29/22 before noon because of the break in weather and this is a record conversation. 12/29/22 it was never delivered do to the driver showing out late in the afternoon when it was snowing. the district manger finally call me back after asking for a call back to figure something out. Manager even said the 12 plus day to deliver was way to long to get someone out to fill my tank. The district manager set up the deliver of a extra tank to get me by on 12/30/22 before the next storm rolled in thanks to him. we also set up to upgrade my tank to a 500 gallon on 1/10/23.
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***** ********

  Customer Answer

  Date: 01/05/2023

  [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:12/29/2022

  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.

  We move into a rental house on November 1st. On December 17th I called Ferrellgas because I thought was a leak and I need a fill up on propane. December 20th a service member arrived at my house and found that there was a leak in my stove. The fuel truck never arrived. We got a new stove the next and had it installed and also called to see where this fuel truck was as we were at 10% of fuel. We kept dealing with customer support people in Louisiana telling us how warm it was there and how they didn't have to worry about that has is was -39° out with the wind chill. We ran out of heat on the 22nd of December. We asked for managers never got calls back and rude customer service all around. We call on the 23rd to get told that it's now going to be 7 days until they can deliver fast forward to yesterday December 28th. We call 3 times to confirm our delivery as we have been out of heat for 6 days and we were told each time the driver was in route. The driver never showed up, still have no heat they took $480.26 out of our account but are not delivering us fuel. Can't speak to a manager and no one is willing to help us get to the bottom of this.

  Business Response

  Date: 12/30/2022

  Response attached.

  December 30, 2022
  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 *** ********** consumer account reveals that she commenced services with
  us in October 2022, leases a 500-gallon propane container with Will-Call delivery service
  and Pay in Advance payment terms.
  *** ********** concerns relate to a delivery delay.
  Our records indicate that *** ******** called regarding a leak in her system and needing
  a propane delivery as her tank gauge read 10% remaining. *** ******** is a will call
  customer. This means that in order for us to know that she needs propane, she has to call
  us. Per our Customer Agreement for Propane Sales and Equipment Rental, in which ***
  ******** is a party to, we recommend that a Will-Call customer contact Ferrellgas no less
  than 7 business days before they will need a delivery or when their tank is at 30%,
  especially during the cold winter months.
  On December 20, 2022, Ferrellgas found a leak in *** ********** stove. Due to safety
  regulations, we cannot deliver propane to a leaking system but we would route and deliver
  the order once the stove was repaired. On December 21, the customer advised Ferrellgas
  that a new stove was installed. On December 29, 2022, six (6) business days after the order
  was created, *** ********** received her propane delivery.
  Ferrellgas strives to provide best-in-class customer service and regret that *** ********
  did not feel that she received such level. We value her patronage and look forward to
  serving her propane needs in the future.
  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,

  Katie Graham Paralegal

• Initial Complaint

  Date:12/28/2022

  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 placed an order for 200 gallons of propane on12/22/2022. I made an online order and attempted to pay the amount due, and the system did not take it. I called Ferrellgas and they took my payment over the phone. I double checked my banking account and I was charged twice for the same order. I called them and told them what happened and I was told the duplicate payment would be canceled and I received an email confirming this action. I called again the next day, because the duplicate payment had not been returned. No one would answer, so I requested a call back and no one returned my call. I called later the same day and was connected to an agent. I was told it would take up to 72 hours for my refund. I was not told this information when I called requesting a refund. I feel ferrellgas has had ample time to correct this situation and should have done something when they first found out about the duplicate charge.

  Business Response

  Date: 12/29/2022

  Response attached.
  Subject: ****** ******* *********** ********
  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 billing and customer service.
  On December 22, 2022, *** ******* placed an order for 200 gallons of propane online. It
  is my understanding that the order nor payment did not appear to complete so she called
  Ferrellgas to place her order only afterwards realizing that she had placed and paid for
  two orders in error. She informed Ferrellgas of the error and at that time, we cancelled
  one order. Unfortunately, Ferrellgas does not have control over when the customer’s
  bank account will reflect the December 22 cancellation/reimbursement.
  Ferrellgas strives to provide best-in-class customer service and we regret that the
  customer did not feel she received that level of service. Her complaint has been
  forwarded to the relevant field personnel.
  Thank you for bringing *** ********* concerns to our attention. 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:12/27/2022

  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.

  This is the 3rd year in a row that we paid for propane and they will not come and deliver in the timeframe they state. We were told to call for propane when our tank is at 30% they will not deliver and refuse to place us on the list for propane delivery until our tank is at 30%. We paid our bill at the beginning of December and have STILL not received our propane. Our propane tank is now completely empty. We call them daily and ask where is our delivery. Their response is you are on the list, we will arrive when able! We have 5 kids and one is an infant. The temperature has gotten to 34 degrees and we blown a breaker having to use space heaters. There needs to be something done to hold them responsible since they receive payment monthly but do not deliver until "they are able!" Leaving my family freezing to death and putting my home in a fire danger having to use so many space heaters. They do not like delivering to our location due to us living in the rural area with rough roads and a very rough driveway, but if they do not want to service us, then they should told our landlord so he can have someone out there who will deliver. When we call they basically say "too bad" and do not care that we now have absolutely NO HEAT at all with a baby! Do Not Use Ferrellgas in Camdenton, MO.

  Business Response

  Date: 01/09/2023

  Response attached.******* ** ****
  ****** ******
  ********* **********
  *** ** ******* ****** ****
  ******** ****** *** ***** ***** ** ********* *********
  **** *** *******
  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 the consumer account reveals that the customers commenced services with
  Ferrellgas in October 2020 and lease a 250-gallon propane container.
  Mr. and Mrs. ******s concerns relate to a delivery delay.
  On December 12, 2022 the customers placed an order for propane, indicating that their
  tank was at 30% remaining. Ferrellgas experienced high demand of orders during this time
  in the customer’s area, resulting in a small backlog and short delivery delays. On December
  28, 2022, Mr. and Mrs. ******s propane order was delivered. Upon delivery, the tank was
  not out of propane. Due to the delay and in an effort of good faith, Ferrellgas reimbursed
  the landlord of the property for the HVAC bill.
  Thank you for bringing the customer’s concerns to our attention. Please let me know if you
  have any questions or further concerns.
  ***** ****
  ***** ******
  *********

• Initial Complaint

  Date:12/27/2022

  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 wanted them to delivery before the 20th of December but they made me wait 6 days for delivery and I did but they wanted money first but ****** did contact them but they did not see it for some reason. They want the customer to be happy but I am not happy. Everytime I contact them like I need to wait till the 6 days are up. That is why I contacted them when I did but they did not believe me about ****** guaranteed the payment.

  Business Response

  Date: 12/28/2022

  Response attached.

  December 28, 2022
  Complaint Specialist
  BBB of Greater Kansas City
  Subject: ***** ********** ** ********* *********
  Dear *** *******
  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 *** ************ consumer account reveals that she commenced services with
  us in October 2022, leases a 500-gallon propane container with will call delivery service
  and pay in advance payment terms.
  *** ************ concerns relate to a payment sent in for a propane delivery.
  Our records indicate that *** ********** called and requested propane to be delivered prior
  to December 20, 2022 but informed Ferrellgas an energy assistance program (“EA”) would
  be making the payment for the delivery. As a pay in advance customer, an order for propane
  can’t be placed on *** ************ account until payment is received. Ferrellgas received
  confirmation from the EA on December 22, 2022. *** ************ propane order is routed
  for delivery on or before December 30, 2022.
  Additionally, when *** ********** placed her order, she informed Ferrellgas that her tank
  had 10% propane remaining. *** ********** is a will call customer. This means that in
  order for us to know that she needs propane, she has to call us. Per our Customer
  Agreement for Propane Sales and Equipment Rental, in which *** ********** is a party
  to, we recommend that a Will-Call customer contact Ferrellgas no less than 7 business days
  before they will need a delivery or when their tank is at 30%.
  Thank you for bringing *** ************ concerns to our attention. Please let me know if
  you have any questions or further concerns.
  Thank you,
  ***** ******
  Paralegal

• Initial Complaint

  Date:12/27/2022

  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.

  I have been leaving every year for 6 months for 11 years and have never been charge for minimal use charge or meter reading. Now without ANY NOTICE they started charging me for it, per month.
  I refuse to pay for something I am not using. I called them and cancelled my service with them in wisconsin. I now have another charge of 6.00 for the meter that they were suppose to remove. I want them to remove the charges from my bill.

  Business Response

  Date: 12/28/2022

  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:
  *** *****’s concern relates to billing.
  Our Master Agreement for Propane Sales and Equipment Rental (“Agreement”), to which
  *** ***** is 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”.
  *** ***** was not meeting our Minimum Volume Requirement and therefore was charged
  accordingly. The customer cancelled Ferrellgas service to the metered site and as of
  December 27, 2022, her account balance is zero.
  Thank you for bringing *** *****’s concerns to our attention. Please contact me with any
  questions or further concerns.
  Sincerely,
  ***** ******
  Paralegal

  Customer Answer

  Date: 12/28/2022

  [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:12/20/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ferrell Propane. I have a credit on my account which I am unable to get applied to orders or refunded. An employee hung up on me when I was inquiring how to have the credit applied to my order. I filed a complaint re the call and, after weeks, have had no response. Two other calls have lead to no answer. I have tried multiple chat exchanges to ask how to get my credit with no connection. I put an unsatisfactory review on line with no acknowledgement. This company has been nothing but problems since I signed on with them.
  This has lead me to here.

  Business Response

  Date: 12/21/2022

  Response attached.

  Subject: ***** **** * ********** ********
  The consumer complaint filed by *** **** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation, talked to
  the relevant field personnel, and offer the following response:
  A review of *** ****’s consumer account reveals she commenced services with Ferrellgas
  in May 2021; leases a 500-gallon propane container, chose our “Will Call” delivery service
  and Pay In Advance payment terms.
  *** ****’s concern relates to billing and customer service.
  It is my understanding that *** **** initially tried to place her order on our online system.
  That system does not know if the customer has a credit balance and therefore it cannot
  be applied online. *** **** then spoke with a Ferrellgas Customer Service Specialist about
  the credit and it seems there was a misunderstanding on our side.
  On December 21, 2022, our Customer Service Manager spoke with *** **** to explain
  the apparent mix-up as well as to initiate a credit to the customer’s credit card.
  Ferrellgas strives to provide best-in-class customer service and we sincerely regret that
  *** ***** did not initially receive such level of service. We hope the above resolution
  can bring this matter to a close. Please do not hesitate to contact me with any questions
  or further concerns.
  Thank you,
  ***** ******
  Paralegal

• Initial Complaint

  Date:12/19/2022

  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 paid and been charged over 10 business days in advanced to have the delivery on the 16 I even called on the 15 th since I was low on propane I was assured the 16 delivery on the 16 when I called the person said sorry due to scheduling now on Monday the 19 now today it said yes it on the way and now delivery again we have been without heat hot water or been able to cook we have two kids and the house has electric heater in just one room all other complaints to them have gone unanswered they have my $375 and they just won’t deliver please help us thank you

  Business Response

  Date: 12/23/2022

  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 *** *****’s consumer account reveals he commenced services with
  Ferrellgas in February 2016; owns a 120-gallon propane container, chose our “Will Call”
  delivery service and Pay In Advance payment terms.
  *** *****’s concern relates to a delivery delay.
  *** *****’s propane order was delivered on December 21, 2022. Upon arrival, our notes
  indicate that there was 12% remaining in the tank.
  Ferrellgas strives to provide best-in-class service and we sincerely regret that *** *****
  did not receive such level of service. We are aware that because he is a customer-owned
  tank customer, he could go anywhere for service and we thank him for his valued
  patronage. Please do not hesitate to contact me with any questions or further concerns.
  Thank you,
  ***** ******
  Paralegal

• Initial Complaint

  Date:12/16/2022

  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 recently moved into a home with a leased propane tank from Ferrell Gas. The tank is empty and we called to schedule a refill as there is no heat. We reached out at 8am and Ferrell Gas charged a $200 emergency refill fee for a same day refill. After a few hours I called to check the status of the delivery since I'd been told I'd receive a call back with the delivery time confirmation. I was then told that I would not be receiving my order that day (despite having paid $3,700 already, including the $200 fee) and it was not possible to tell me when the delivery would be made. I noted that we have no heat, a child in the home and will pay whatever is necessary to expedite turning the heat on. I was told I'd receive a call back asap with a delivery update. Again, I didn't receive a call back. When I called back this time, I was told I won't receive my order until December 23 (a week from today). I replayed the history above with no sympathy. I asked for permission to have another company fill the leased tank just enough to turn the heat on, even if I had to double pay for Ferrell but that request was denied. I am now left with a home with no heat as temperatures fall well below freezing and pipes that will likely burst. We have literally been left in the cold despite the company having taken our money on the basis of a same day delivery. I asked to speak with a manager and was denied. I asked with credit card in hand how to buy our tank (so another company could fill it ) or terminate our lease so we can attempt to avoid damage to our home and was told there was no process for this and they'd have to get back to me. Still no response and my home is now 55 degrees and we're holding out hope that we can get this resolved before a pipe bursts.

  Business Response

  Date: 12/21/2022

  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 he commenced services with
  Ferrellgas on December 16, 2022; leases a 1000-gallon propane container, chose our “Will
  Call” delivery service and Pay In Advance payment terms.
  *** ******** concerns relate to a delivery delay, our standard emergency fee and
  customer service.
  *** ****** placed and paid for a propane order on December 16, 2022. At that time, he
  informed Ferrellgas that the tank was out of gas and he paid our standard Emergency
  Delivery fee. The Emergency Delivery fee is a service charge that we offer customers who
  are out of propane or fear running out of propane prior to a regularly routed delivery. Our
  records indicate that it was then relayed to *** ****** that his Ferrellgas account would
  have to be approved prior to a delivery being created in our system and a same day
  delivery would not be possible. The Emergency Delivery fee was credited back to the
  customer’s account.
  *** ******** propane was delivered on December 20, 2022, two (2) business days after
  his order was placed.
  Ferrellgas strives to provide best-in-class customer service and we sincerely regret that
  *** ****** does not feel he received such level of service. Please do not hesitate to
  contact me with any questions or further concerns.
  Thank you,
  ***** ******
  Paralegal