Complaints

This profile includes complaints for Ferrellgas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ferrellgas

  1 Liberty Plz Liberty, MO 64068-2970

• 

  Ferrellgas

  1202 E Patrick St Frederick, MD 21701-3171

• 

  Ferrellgas

  655 Ellicott St Batavia, NY 14020

• 

  Ferrellgass, L.P.

  5859 State Rt 31 Verona, NY 13478

• 

  Ferrellgas

  457 South Washington st Carthage, NY 13619

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:12/15/2022

  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 are having an issue getting our tank filled within the ample timeframe we are given, and feel there may be an intentional delay to get folks to pay the emergency fill fee.
  - We ordered gas 12/7/22 when our tank hit 20%.
  - We were told we would receive our fill BY 12/14/22 (1 week window).
  - We called today 12/15/22 (1 day after delivery window closed). Their voicemail says they are closed despite calling during their posted and recorded business hours for customer care.
  - We tried to use the automated portion of the phone system but it isn’t working and only loops back to the menu that tells you to use the automated system that isn’t working.
  - We then tried to use the live chat system online alongside looking at our account online. It was obvious “***** *.” was a bot that kept directing us to log into our account for details because “she” didn’t have that information as to why there was a delay in service. When I asked if “she” was a bot it froze the live chat.
  - Before we froze the bot, it did tell us that we were set up on the route for tomorrow, weather permitting. We are in the middle of a winter storm that didn’t start until late last night. Our delivery window was full of perfectly clear roads and warmer weather.
  This wouldn’t be an issue if we were notified of changes. We have decided to pay the extra “emergency fill” fee in the past, even though the delivery was well past the estimated week-long window and were quickly serviced. I plan to switch companies but at this point I have prepaid a lot of money to get a service that I’m not sure I will receive. This is really frustrating as this is the third time since being customers a similar scenario has occurred.

  Business Response

  Date: 12/16/2022

  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 she commenced services with
  Ferrellgas in September 2021; owns a 500-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 7, 2022. At that time, it was
  relayed to our Customer Service Specialist that her tank had only 15% remaining. A review
  of this customer’s account reveals that every order *** ***** has placed, after her first
  fill, has been placed at well under 30% propane remaining.
  *** ***** is a Pay-in-Advance, Will-Call customer. This means that in order for us to
  know that she needs propane, she has to call us. Per our Customer Agreement for Propane
  Sales and Equipment Rental (“Customer Agreement”), 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%. During the cold winter
  months, we encourage Will-Call customers to call when their tank is at 35-40%, as
  extreme weather or temperatures may push delivery times out further than normal.
  While Ferrellgas personnel may provide customers a delivery window, all deliveries are
  routed in the order they are placed and that window is an estimate that may run longer
  or shorter, depending on demand.
  *** ******* propane order was delivered on December 15, 2022, six (6) business days
  after her order was placed

• Initial Complaint

  Date:12/13/2022

  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.

  Ordered propane almost two weeks ago when our tanks were at 30% or just under. I was told propane would be delivered today, but It shows delivery for tomorrow. When I asked customer service if this was guaranteed, they kept changing the subject and insisted that I should have ordered sooner. I ordered exactly when our rep told us to order.
  
  We're strongly considering a different company as it seems Ferrell is continuously unable to tend to the demand of its customers. Reliability is crucial to our family of four, and it's disheartening to know this company doesn't care.

  Business Response

  Date: 12/15/2022

  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
  September 2022, leases a 120-gallon manifold system, chose our Will Call delivery service and Pay
  In Advance payment terms.
  *** *********’s concerns to relate to a propane delivery timeframe.
  On December 4, 2022, *** ********* placed a propane delivery order and stated that his tank was at
  30% capacity. Ferrellgas completed the delivery within eight (8) business days. On December 14,
  167.6 gallons of propane was delivered to *** *********’s propane system, meaning he had a little
  less than 25% remaining at the time of delivery.
  Ferrellgas strives to provide best-in-class service and our teams are working hard to accommodate
  each customer. We regret that *** ********* did not feel he received such level of service.
  Thank you for bringing the customer’s concerns to our attention. We value his past patronage and
  look forward to serving his propane needs in the future.
  Thank you,
  Katie Graham
  Paralegal

• Initial Complaint

  Date:12/13/2022

  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.

  On 12/09/2022 I called Ferrell Gas to report the smell of gas in my home. They dispatched a service person to check the line inside and outside. He stated that their was no leak inside my home but their was a leak on their side at the tank. He also, stated the smell is probably because the tank is low on gas at 10%. I called the Ferrell Gas to order a refill and she stated that I had an outstanding balance of $32.84. She could not explain what the charge was for and transferred me to another customer service desk. The person identified herself as ****** and after several times being placed on hold she stated the charge was for a gas log check at my home on November 19th, 2022. I made no such appointment and their was no visit to my home. This is an erroneous charge. The customer service person then told me I could not order a refill until I paid the $32.83. I
  asked why wasn't I sent a bill or notified that there is an outstanding balance on this account? She didn't have an answer only that I couldn't place an order without paying this erroneous balance. I paid, and then was told after being placed on hold several times for an extended amount of time - that I couldn't place an order until the "hold" on my account was lifted. The call lasted 53 minutes and 30 seconds all to find out I can't order gas - even after paying a debt I was neither advised of, nor could they justify and now refuse to refill the tank! Frustrating - absolutely!! Terrible service - certainly! I don't have the time to describe the demeanor of the people I spoke with today or to share the anguish built up in being placed on hold over and over again with no clear resolution or satisfaction. Now with no pending delivery date - I guess I'm waiting for notification as to when I can order a gas refill. As an insult, they sent an email notice about the outstanding balance in question that I paid already - on 12/12/2022!

  Business Response

  Date: 12/14/2022

  Response attached.

  Subject: ****** ****** — Complaint No.: ********
  The consumer complaint filed by *** ****** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation, talked to the
  relevant field personnel, and offer the following response:
  A review of *** ******** consumer account reveals he commenced services with Ferrellgas in
  October 2018 and leases a 120-gallon propane container.
  *** ******** concerns relate to a charge on his account.
  A review of this customer’s account reveals that the charge was a tank rental fee that had not
  been paid yet. *** ****** was unfortunately misinformed that it was for a “gas log check”. On
  December 14, 2022 our Customer Service Manager spoke to *** ****** and explained the error
  as well as creating a propane delivery order on his account.
  Ferrellgas strives to provide best-in-class customer service and we regret that *** ****** did not
  initially receive such level of service. We hope that the above resolution brings the matter to a
  close.
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.
  Sincerely,
  ***** ******
  Paralegal

• Initial Complaint

  Date:12/12/2022

  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.

  I have never been a customer with this company and they have somehow gathered my personal information and have taken it upon themselves to mail me promotional/marketing spam.
  
  -I will be requiring that the business removes all of my personal information from their databases
  -I will be requiring that the business provides all information on where and how they purchases/gathered my information from.
  
  It is illegal for companies to gather and store individuals personal information without their knowledge and consent.

  Business Response

  Date: 12/14/2022

  Response attached.

  December 14, 2022
  Ashley Richoz
  Complaint Specialist
  BBB of Greater Kansas City
  Subject: ******** ***** * ********* **** ********
  Dear Ms. Richoz:
  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 Ferrellgas personnel, and offer the following response:
  *** ***** received a promotional mailer from Ferrellgas. As of December 13, 2022, we have
  initialized the removal of his name from our mailing list.
  Thank you for bringing *** *****’s concerns to our attention. Please contact me with any
  questions or further concerns.
  Sincerely,
  ***** ******
  Paralegal

  Customer Answer

  Date: 12/14/2022

  [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 appreciate that the company has removed me from their mailing list, however this does not solve the following:

  Why my information was gathered and stored within their company in the first place.

  Where they received this information from as I need a source to ensure this can be prevented in the future.

  Why this company took it upon themselves to use my personal information to contact me without my knowledge or consent.

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

  Business Response

  Date: 12/19/2022

  Ms. Richoz: My apologies for the confusion. Attached is Ferrellgas's response to the consumer's rejection.

  December 19, 2022
  Ashley Richoz
  Complaint Specialist
  BBB of Greater Kansas City
  Subject: ******** ***** * ********* **** ********
  Dear Ms. Richoz:
  The consumer complaint response rejection, filed by *** *****, has been forwarded to the
  Ferrellgas Legal Department for investigation and comment. I offer the following response:
  *** ***** has additional concerns related to the promotional mailer he received from Ferrellgas.
  As part of our marketing strategy, we target households within propane-dense zip codes with
  special offers like the one *** ***** received. To find the households in these areas, we work
  with a few companies like Melissa Data and Data Axle. They provide us with names and addresses.
  We use this information for promotional purposes only.
  Thank you for bringing *** *****’s concerns to our attention. Please contact me with any
  questions or further concerns.
  Sincerely,
  ***** ******
  Paralegal

  Customer Answer

  Date: 12/19/2022

  [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:

  Propane dense zip codes? I live in town where we use natural gas through ************

  I can accept that a farm town can be considered "higher propane use", however it does not give anyone the right to collect and store personal information without the knowledge and consent of that individual. As well as use that information for promotion marketing.

  I appreciate the source as to where you collected my data from as I will be filing against them next.
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:12/05/2022

  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 represent a non-profit called ******** ******** *********** ****** Asheville, NC. We opened a workshop in Sep 2022 and wish to install propane heating. Contacted FerrellGas by phone on Oct 11 and arranged to rent a 125 gal tank, install a propane line and a heater conversion kit. They confirmed payment of $635.68 on the same day for this work. We were to receive a call within 48 hours to schedule the work. We did not.
  
  Further calls on Oct 19 & 24, Nov 18 & 29. Each goes to a call center, we are promised someone will call within 48 hours. We are assured that "emails are being sent to local managers" but we are not copied on these, nor will the call centers provide contact info.
  
  Phone numbers attempted are: ************ ************  ************ The local Ferrellgas building at 1911 Spartanburg Hwy, Hendersonville, has a sign on the door "temporarily closed, call ************"
  
  We understand that businesses are understaffed these days. But FerrellGas has been completely silent, much less making any attempt of any kind to explain what might be the issue(s) here.
  
  We would like to be contacted by FerrellGas within 48 hours of contact by the BBB. We would like the work completed within 10 working days from the time FerrellGas is contacted by the BBB. Additionally, we would like a 10% reduction in the price of the propane for the next time we require a refill.
  
  If this is not possible, we would like our monies refunded in total ASAP.

  Business Response

  Date: 12/08/2022

  Response attached.

  December 8, 2022
  MaKenzi Meyer
  Complaint Specialist
  BBB of Greater Kansas City
  Subject: ****** ******** ****** * ********* * ********
  Dear Ms. Meyer:
  The consumer complaint filed by ****** ******** ****** has been forwarded to the Ferrellgas
  Legal Department for investigation and comment. I have completed my investigation, talked to
  the relevant field personnel, and offer the following response:
  Unfortunately, we cannot locate an account with the name ****** ******** ****** as a contact
  and due to customer privacy, we cannot provide customer information to a non-party.
  That said, we are currently not able to address *** ******** ******** concerns. If she is able to
  be added to an existing account as a contact, we would certainly address the concerns at that
  time.
  Thank you,
  ***** ******
  Paralegal

  Customer Answer

  Date: 12/08/2022

  [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: ********
  
  Please see the attached PDF file   Documentation for BBB complaint 5 Dec
  2022 - updated 8 Dec 2022

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

  Documentation for BBB complaint 5 Dec 2022 - updated 8 Dec 2022
  ****** ******** ****** on behalf of
  ******** ******** ***********
  ************
  **********************
  BBB Your complaint case number is ********
  After my Complaint is closed, the text of my Complaint may be publicly posted on the
  BBB website for up to 1,095 days (3 years).
  Our account number is *********. The names and contact information they have for *** are
  ****** ******** & myself. (Initial payment was made through ******* ***** **. / *** ********
  *******, as this building is on their land, but all further contact has been with ***. **
  ******* confirmed on 3 Dec that there have been no attempts to contact her. Their account
  number may be ********)
  If FerrellGas chooses to refund us, the information that FerrellGas has means that they will be refunding *******. This is fine, ** ******* has said she will work this out with ****
  ****** ******** ****** called ************ on 8 Dec 2022, 3pm EST and talked with
  *******" who is in Georgia.
  She confirmed that my name – ****** ******** ****** – and my phone –
  ************ – is on account ********. She has added my email address, in case it
  proves helpful - **********************
  All of these pieces of information (saving the email) were available in the initial
  complaint.
  At this time, *** wishes to change our acceptable resolution to simply having all
  monies refunded ASAP, amounting to $635.68
  Received the following via the

  Customer Answer

  Date: 12/13/2022

  [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: ********
  
  
  
  Please see the attached .doc file.
  
  
  
  Regards,
  
  ****** ******** ******

  Complaint update on December 13, 2022

   

  I find the following facts interesting :

   

  • We had had no contact from FerrellGas for nearly 2 months after they accepted our work request and collected over $600, despite repeated phone calls.
    
    
  • The day after I file a complaint with the BBB, FerrellGas contacts one of us.
    
    
  • FG's initial response to the complaint included "If she is able to be added to an existing account as a contact, we would certainly address the concerns at that time."  I immediately called FG yet again, spoke with an associate, and confirmed that my name was already associated with the account.
    
    
  • Following this effort, and the associate assuring me that I was and had been on the account, the FG legal department continues to deny this status.
    
    
  • Despite FG's legal department's assertion that they cannot provide information to someone not on the account, they continued on to do exactly that in their next sentence. "We can confirm that the account in question has a zero balance."   If I am not the account representative, why is FG releasing this information?
    
    

  I have the following rhetorical questions :

  Do FG associates have sufficient training to work directly with customers?  The two I have spoken with were pleasant and helpful, but completely unable to advance problems to the next level.  
  Is FG's tracking system adequate to current realities? Perhaps my information simply got lost or mis-filed. Twice.
  Is it the practice of FG's legal department to delay and obfuscate issues until the complainee simply gives up out of frustration?
  Did FG, in this case, illegally (?) release information about an account that I should not have access to [the account in question has a zero balance] in the hopes that I will just go away ?

   I have the following thoughts :

  I would very much like to thank the BBB of Greater Kansas City for their attention to this, and hope that my complaint can be posted for the use of future potential customers of FerrellGas.

  We were fully prepared to continue this business relationship, if FG had been willing to work with us honestly.

  I suppose that I will now indeed "go away", as we've been refunded.  Thanks for releasing this information to a non-authorized agent.

  Which makes me think — should I now file a BBB complaint on behalf of other FerrellGas customers, to prevent their information being released to the general public without their consent?

  Social media is a very useful platform to share information.

  Business Response

  Date: 12/14/2022

  Response attached.

  December 14, 2022
  Ashley Richoz
  Complaint Specialist
  BBB of Greater Kansas City
  Subject: ****** ******** ****** - Complaint # ********
  Dear Ms. Richoz:
  The consumer complaint response rejection filed by ****** ******** ****** has been forwarded
  to the Ferrellgas Legal Department for investigation and comment. I offer the following response:
  I have reviewed our customer privacy policy with our relevant field personnel to confirm that no
  account information should be offered to any individual who is not specifically listed as a contact
  on a Ferrellgas account.
  Thank you,
  ***** ******
  Paralegal

• Initial Complaint

  Date:12/03/2022

  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 am new to having an LP tank. Bought a property with a leased ferrel gas tank on 11/18/22. By 11/21 had noticed a gas smell. As is customary where I live I called the gas company about a resolution. I clearly explained that I knew where the issue was located - inside. The person told me they don't do any inside repairs. I said ok - Ill call an hvac/repair person. The individual noted that they had to send someone out and they would charge me $125 for the service call. I denied the service call and clearly noted I would NOT be paying for any such service. I made my refusal very clear. Why would I have someone come if they wouldn't be able to help me.
  
  Fast forward a few hours. I had gotten the issues fixed and a ferrel gas/blue rhino employee comes and says that I have to sign this tag that they are turning off my tank. My repair person standing right there says NO that's silly. The issue was just fixed and turning on and off the service is not advised. It is winter and we also needed the heat. The individual was not helpful. The individual was very dismissive. The individual said he couldn't leave til I signed the form. The person didn't do anything on site except for give us issue.
  
  Fast forward til last week and I get a call from ferrel gas. "was the leak fixed?". I tell her yes. I explain the very frustrating situation and how we need a tank refill as we have no other options in short term but also need to speak with a supervisor about the issue as we need to ensure we have no charges on our account (as clearly I had denied the service call but they sent someone anyway). She understood and said she would have someone contact me.
  
  Nope. No one did.
  
  Today - get a bill for the service call (which I had denied clearly) and to top it off they added a fuel surcharge.
  
  The total is roughly $130.
  
  I need this cleared from my account ASAP. This is fraudulent and I am not paying for it.
  
  Property address: ***** ******* **** *** ***** ******* ** *****

  Business Response

  Date: 12/13/2022

  Response attached.

  December 13, 2022
  
  MaKenzie Meyer
  Complaint Specialist
  BBB of Greater Kansas City
  
  Subject: Kristen Hunter; Complaint # 18520445
  
  Dear Ms. Meyer:
  
  The 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:
  *** ******** concerns relate to billing and customer service.
  A review of *** ********  consumer account reveals she commenced services with
  Ferrellgas in November 2022 at which time she would have received a customer welcome
  packet enclosing a Service Letter (copy attached) and our Customer Agreement for
  Propane Sales and Equipment Rental (“Agreement”). The Agreement 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,..”. Additionally, the
  Agreement includes a Current Charges List. If *** ****** would like another copy of this
  Agreement, it is on our website and may accessed at the following:
  *******************************************************************
  
  *** *****r recently denied a leak test service but unfortunately due an internally
  mishandled call, she was charged for the service. On November 6, 2022, after Ferrellgas
  management got involved, that charge was removed from her account.
  
  Ferrellgas strives to provide best-in-class customer service and we sincerely regret that ***
  ****** did not receive such level of service. The appropriate personnel was notified so that
  this does not happen again.
  
  Thank you for bringing *** ******** concerns to our attention. Please contact me if you
  have any questions or further concerns.
  
  Thank you,
  ***** ******
  Paralegal
  
  
  
  TERMS OF AGREEMENT AND SAFETY INFORMATION
  Also enclosed is the Propane Safety brochure, which contains a
  number
  
  of important reminders for you and the members of
  your family. As
  Enclosed you will find the Ferrellgas customer
  Agreement for Propane a Ferrellgas customer, it is your obligation
  to read and follow the
  Sales & Equipment Rental. Please
  review this document carefully, as it is information contained in the
  Propane Safety brochure as well as the
  your agreement with us
  for the services we are providing. Please note, instructions and
  warnings provided with any propane-related equipment
  the
  Minimum Volume Requirement referred to in this document only
  and appliances used in your home. Please make sure all other residents,
  
  applies to those who lease their propane tank from us. It does not
  apply tenants, and employees, if applicable, are also familiar with
  this important
  to those who own their propane tank.
  safety information. Additional safety
  information can be found at
  ********************************
  
  
  

  Customer Answer

  Date: 12/15/2022

  [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 though you seem to be reading my concerns I don't get the impression by your responses that you fully understand how stressful and frustrating this process was and how this process could be significantly improved. That being said, this is nothing else I request from you, so I will close the case.

  
  

  I do want to clarify one thing. You wrote about the terms and such that I accepted when I created my account. I am not disputing WHAT you cover (essentially only your tanks, understandably), I am disputing HOW YOU HANDLED the call I placed about my leak. 

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

• Initial Complaint

  Date:11/28/2022

  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 received a bill for yearly rental on a 500 gallon propane tank rented from Ferrell Gas in Oct/Nov/Dec of 2009. Rental has been $85.00 plus taxes per year, every year up until this year. This year the billing was $200.00 plus tax. I contacted Ferrell Gas and received the following e-mail response: "Good Afternoon,
  We received a message regarding tank rent. Looks like yours may have increased due to usage. When you lease a tank, you are required to get 2x's the tank capacity in deliveries. So, 800 gallons per year based on your current tank size. You do have the option to maybe downsizing to a 250ag if you wish. Please call the office to discuss. Let me know if you have any further questions.
  
  ***** ******* Ferrellgas Customer Service Specialist
  ************* ***************************** "
  
  We just filled the tank with Ferrell Gas, so down sizing to a 250 gallon tank is not really an option currently. They are selling tanks, but they cost over $3,000.00. In addition, Ferrell customer service recommended a 500 gallon tank because one of the three uses for the tank is a propane generator for times when electricity goes out. Please note that we have never purchased Propane from anyone but Ferrell Gas. We don't and never have used much gas as only the kitchen range, the propane generator, and the tankless water heater are propane. When the generator runs, it uses a lot of propane, but we haven't had an electrical outage in several years and normally fill the propane tank about once every two years.

  Business Response

  Date: 11/29/2022

  Response attached.

  November 29, 2022
  
  MaKenzi Meyer
  Complaint Specialist
  BBB of Greater Kansas City
  Subject: ******* **** *********** ********
  Dear Ms. Meyer:
  The consumer complaint filed by *** ***e has been forwarded to the Ferrellgas Legal  Department for investigation and comment. I have completed my investigation, talked to the relevant field personnel, and offer the following response:
  A review of *** ****** consumer account reveals he commenced services with Ferrellgas  in October 2009 and leases a 500-gallon propane container.
  *** **** is concerned about an increase in his rental fee.
  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”.
  *** **** is not meeting our Minimum Volume Requirement. His last three completed
  propane orders are as follows:
  Thank you for bringing the customer’s concerns to our attention. Please contact me with
  any further questions or concerns.
  Sincerely,

  Katie Graham
  Paralegal

• Initial Complaint

  Date:11/18/2022

  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.

  I have been asking Ferrellgas about the smell of propane outside my home since February 2022. Not consistent smell. I ran out of propane in February 2022 without excessive use and I asked if they checked the regulator at the house. They said they didn't find any leaks. It is now heating season again and I am smelling whiffs of propane or possibly something else? dead mouse? and called and asked if they could check it when they deliver propane. I was told the drivers always check at the tank and the regulator at the house. I was also told I had to pay $100 an hour to have someone check the outside regulator. I came home from work and saw the tag on the door they delivered but there were no tracks in the snow to the regulator on the house which is about 6 feet from the door where they hung the delivery tag. I did take pictures with no tracks in the snow to the regulator. Regulator is in easy sight so no one has to hunt for it. This is a safety issue!

  Business Response

  Date: 11/22/2022

  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 2008; leases a 500-gallon underground propane container; chose our “Auto Fill”
  delivery service and Net 30 payment method.
  
  *** ********** concerns relate to a leak test and billing.
  
  Our drivers inspect the tank and regulator on the tank at the time of delivery. If our technician
  detects a leak, the system will be red-tagged and we will not complete the delivery of propane.
  The regulator at *** ********** house is owned by her so there is a charge for that service.
  
  On November 22, 2022, our Customer Service Manager spoke with *** ******** and placed a
  Smell Gas order on the account. We arrived that same day and found that the house regulator
  was leaking and fixed the issue. We did not charge *** ******** for the repair or labor.
  
  Thank you for bringing *** ********** concerns to our attention. Please contact me with any
  questions or further concerns.

  Business Response

  Date: 12/01/2022

  Response attached.

  December 1, 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 the
  relevant field personnel, and offer the following response:
  A review of *** ********** consumer account reveals she commenced services with Ferrellgas in
  September 2008; leases a 500-gallon underground propane container; chose our “Auto Fill”
  delivery service and Net 30 payment method.
  *** ********** rejection states she would like to know why she ran out of propane in February
  and she would like Ferrellgas to replace the regulator on the house at no charge.
  As previously stated, on November 22, 2022 we found that the house regulator was leaking and
  fixed the issue. We did not charge her for the repair or the labor. If *** ******** still believes she
  has a leak somewhere in her system, she may contact the Great Plains Service Center at 402-895-
  2344 to request a leak test.
  The regulator at *** ********** house is owned by her so there will be a charge to replace it. She
  may contact the Great Plains Service Center to discuss a replacement.
  Thank you for bringing *** ********** concerns to our attention. Please contact me with any
  questions or further concerns.
  ***** ****
  ***** ******
  Paralegal

  Customer Answer

  Date: 12/05/2022

  [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.  However you do need to be aware of communications that were redacted, ( I have screen shots)  there are some serious safety concerns here.   I do not trust this company to do the repairs as they did not respond to my smell of gas until I reached out to the Better Business Bureau to get some help.  I do not have an underground tank.  The person who came out to repair the leak said that the fix was temporary. 
  
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:11/10/2022

  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.

  8/05/2022 Invoice
  $72.00 Owed
  
  My brother passed away from COVID and was in business 29 years. Blue Rhino unannounced picked up the tanks but I had 2 tanks inside the store when they did. They are trying to bill me for them. I have called them to get their tanks to them but they won't call me back to take care of this. I called them on 8/16/22, 8/26/22, 10/06/22, 11/08/22 and on 11/10/22. I would like them to just issue a credit to end this bill but am happy to drop the tanks back off with the new owners of the business for pick up. My cell is ************* Our account was #*****. Can someone help me as they won't return my call.

  Business Response

  Date: 11/11/2022

  The consumer complaint filed by Mr. ********* has been forwarded to the Ferrellgas Legal
  Department for investigation and comment.
  
  Mr. ********* is concerned with Blue Rhino’s service and equipment. I have forwarded his
  complaint on to their Billing department to address with him.
  
  Thank you for bringing Mr. *********** concerns to our attention. Please contact me with
  any further questions or concerns. Thank you.

  Customer Answer

  Date: 11/15/2022

  [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: It has not been resolved. At this time, they said they will review it. I have called them 6+ times but nothing is ever done to resolve the issue.
  
  
  
  Regards,
  
  
  
  ****** *********

  Business Response

  Date: 11/15/2022

  The consumer rejection filed by Mr. ********* has been forwarded to the Ferrellgas Legal
  Department for investigation and comment.
  
  Mr. ********* is concerned with Blue Rhino’s service and equipment. On Friday,
  November 11, I forwarded his initial complaint on to their Billing department to address
  with him. It is my understanding that as of today’s date, a credit to the customer’s account
  for $72.00 was completed.
  
  Thank you for bringing Mr. *********** concerns to our attention. Please contact me with
  any further questions or concerns. Thank you.
  

  
  

  Customer Answer

  Date: 11/16/2022

  [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:11/08/2022

  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.

  Ferrellgas; Account number: ********; Statement date: 10/30/2022; Statement number: **********.My husband, ****** *******, and I purchased a propane tank from Ferrellgas over 10 years ago. After we purchased the tank, we switched to another company for propane and closed our account. Ferrellgas has reopened the account and is attempting to bill us again (final bill stated on the invoice is 05/11/2012) for tank rental (on a purchased tank) for 10/01/2022 to 09/30.2022. We sold this house at *** ******** ***** in 2021. It appears they are reopening our account to bill us. This is the second time they have tried to bill us for this same purchased tank. The last time was approximately 4-5 years ago. I am concerned at their poor business practice of record keeping and billing non-customers. The statement says this may affect our credit, which seems a lot for an unauthorized opening of an account. I have called again, and they stated they will remove the bill. I do have my concerns that their records will accurately reflect what they state, since their record keeping is obviously subpar.
  
  I contacted Ferrellgas on 08-Nov-2022 and ******** stated the charges would be removed. I have no way to verify since the bill is being sent to the home we sold over a year ago.

  Business Response

  Date: 11/09/2022

  The consumer complaint filed by Ms. ******* has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation, talked to the
  relevant field personnel, and offer the following response:
  
  Ms. ********* concerns relate to billing.
  
  It is my understanding that we set a leased tank on Ms. ********* previous property but never
  billed rent until 2021. After receiving a call from the customer regarding the rent we removed the
  fee. At that time, we placed a site check to attempt to establish a new account with the current
  homeowner. However, the new owners never contacted us which prompted our system to send
  a second rental fee invoice. We apologize for the frustration this has caused Ms. ******* and
  appreciate her reaching out again. On November 8, 2022 we removed the rental fee and have an
  open order to pick up our equipment.
  
  Thank you for bringing Ms. ********* concerns to our attention. We wish her well in the future.