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:11/08/2022

  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.

  On 9/22/22 my husband called Ferrell Gas for quote to installing generator at our property. Customer representative told us we would have to purachse a "stand alone tank" and could not do rental on the tank and quoted $1750 for a 120-gallon tank + $200 installation of line from tank to the generator for the first 10 feet, + $2.19/gal of propane gas. We agreed to purchase tank, install of line and propane gas for a total of $2,336.14, and on 9/22/22 Ferrell Gas charged our VISA account. We were given an installation and tank delivery date of 10/4/22.
  On 10/4/22, Ferrell Gas employee ******* delivered the tank with only 22-gal of propane, however, was unaware the install was for a generator and did not have any materials for the installation. ******* checked with **** at the main office in Kennewick and Ferrell Gas realized there were 2 "work orders" (1-for tank drop off and 1-for line install) and they had overlooked the 2nd "work order".
  On 10/7/22 I spoke with a rep of Ferrell Gas who stated there were 2 work orders. Rep said they would waive the service charge of $110 due to their oversight of the work orders and rescheduled the install of the generator line and fill-up of remaining propane gas for 10/21/22.
  On 10/14/22 we received Ferrell Gas statement dated 10/9/22 showing a credit of $175.90.
  On 10/21/22 ******* returned and completed the line install to the generator, but the remaining propane gas was not delivered. I spoke with Ferrell Gas rep and inquired why the propane gas was not delivered, to which the rep stated they would look into it.
  10/27/22 Called and spoke to ******** who confirmed a delivery date of 10/28/22, however, delivery was being held up due to an outstanding "service charge" balance of $110.
  We want Ferrell Gas to honor their quote and fill our tank with remaining 98-gal we paid for, waive the $110 Service Charge refrain from adding other charges; or remove $110 charge and refund 98-gal of propane we already paid for.

  Business Response

  Date: 11/17/2022

  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:
  
  *** ******** concerns relate to billing and a delayed propane delivery.
  
  In October 2022, Ferrellgas completed a tank set up service at *** ******** residence. It is
  my understanding that due to an oversight we did not fill the newly set tank to full and
  simultaneously charged *** ****** for a fee that we told her we would waive.
  
  On November 16, 2022, we reversed the $110.00 charge and left a voicemail with the
  customer informing her that we would arrive on November 17, 2022 to fill her tank with
  the remaining 74 gallons of prepaid propane.
  
  Ferrellgas strives to provide the best in customer service and we regret that *** ****** did
  not receive that level of service. Her complaint has been forwarded to the appropriate field
  personnel.
  
  Thank you for bringing *** ******** concerns to our attention. We value her patronage
  and look forward to serving her propane needs in the future.
  

  
  

• Initial Complaint

  Date:11/07/2022

  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.

  I rented a home in Hernando, MS that had a propane tank on the property prior to me moving into the property. I never received any documentation stating that I was renting the tank or that I would need to return the tank as it was already at the property from the previous tenant. I have been out of that property for 2 years and am still receiving calls related to this tank. They even went as far as to say that they serviced the tank and new tenants but continue to harass me knowing that the tank is in use by the new tenants.

  Business Response

  Date: 11/08/2022

  Response attached.

  
  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 an internal error occurred when transferring an account to a new
  customer name. We apologize for the frustration and Ms. ******* closed account has been cleared
  of all fees on November 8, 2022.
  
  Thank you for bringing Ms. ******* concerns to our attention. We wish her well in the future.

  Customer Answer

  Date: 11/08/2022

  [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, this has been an ongoing issue for 2 years and I have spoke with a representative prior to this to no avail. Perhaps more training would be beneficial.
  
  
  
  Regards,
  
  
  **** *****

• Initial Complaint

  Date:11/05/2022

  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.

  Near the end of October, i called to cancel my account and was told I needed to pay a bill of $159 dollars. I asked them to send me a bill and when I received the bill, I noticed the bill is for tank rental from October 5, 2022 to Oct. 5, 2023. They are trying to charge me for a full year of rank rental when my house is being sold and my account closed in less than a month from their billing date. They also want to charge me a pump out fee of $150 when I asked them to pay me for the propane that is in the tank now, even after I told them the new owner wanted to keep the tank. There is no reason to pump it out if the new owner will be using it. (And they haul it with propane in it anyway, so even if they were removing the tank, there is no reason for them to pump it out). They intend to keep the propane I bought to sell it again. When I called them over it, I got hung up on.

  Business Response

  Date: 11/07/2022

  Response attached.

  The consumer complaint filed by Mr. ******* 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:
  
  Mr. ********* concerns relate to billing.
  
  On October 28, 2022, Mr. ******* advised Ferrellgas that he sold his home at which a
  leased propane tank sits on the property. At that time, he also advised that the new owner
  would be calling to switch the account over to their name.
  
  Typically, we advise our customers to work out the sale of any remaining propane with the
  buyers of the home to avoid any service or labor fees.
  
  If Mr. ******* would like us to reimburse him for the unused propane remaining in the tank
  and avoid the pumping out of propane, we can schedule a time to come read the meter and
  lock the tank. Our Customer Agreement for Propane Sales and Equipment rental, which
  Mr. ******* is a party to, encloses a Current Charges List. In the customer’s area, the
  service labor charge for a meter read and lock is $100. He may contact the *********
  Service Center at ************ to schedule that service. After which, we can reimburse
  him for the unused propane in the tank.
  
  Mr. ******* additionally had a concern related to his annual rental invoice. We have
  removed that invoice from his customer account.
  
  Ferrellgas strives to provide the best in customer service and we regret that Mr. ******* did
  not feel he received that level of service. His complaint has been forwarded to the
  appropriate field personnel.
  
  Thank you for bringing Mr. ********* concerns to our attention. We wish him well in the
  future.
  

  
  

• Initial Complaint

  Date:11/04/2022

  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.

  At the end of Sept I received a bill from Ferrellgas for the rental fee for my rental of a propane tank for $65.00. Included in that charge was an additional fee of $200.00 with no explanation other than an additional fee concerning the rental of the tank. I called Ferrellgas shortly after and was told by an employee the fee was because I did not purchase an adequate amount of propane to justify the tank rental so was charged additional $200. I have attempted to contact Ferrellgas, including sending a billing to dispute this amount as I never agreed to pay additional amount, and would have changed propane vendors had I known the restrictions. The original $65.00 was charged to my credit card with approval, but the additional amount is being billed, which signifies to me they know they had no authority to submit that $200. amount without permission.

  Business Response

  Date: 11/08/2022

  Response attached.

  The consumer complaint filed by Ms. ******* has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have completed my investigation, talked to
  the relevant field personnel, and offer the following response:
  
  A review of Ms. ********* consumer account reveals she commenced services with
  Ferrellgas in August 2017 and leases a 120-gallon propane container.
  
  Ms. ******* is concerned about billing on her account.
  
  The $65.00 on her recent statement was for the previous year’s rental fee and was paid in
  full on September 12, 2021. The $200.00 on her recent statement was her 2022-2023 rental
  fee due.
  
  Our Master Agreement for Propane Sales and Equipment Rental (“Agreement”), to which
  Ms. ******* 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”.
  
  Our records indicate that Ms. ********* last completed propane order was on May 7, 2019.
  Therefore, she is not meeting the Minimum Volume Requirement and her annual tank
  rental increased.
  
  On November 7, 2022, Ferrellgas Customer Service discussed options with Ms. *******
  and ultimately, it was decided that we would close her account and pick up our equipment.
  We have removed the 2022-2023 rental fee from the account.
  
  Thank you for bringing the customer’s concerns to our attention. Please contact me with
  any further questions or concerns. Thank you.

  Customer Answer

  Date: 11/15/2022

  [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 find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  ***** *******

• Initial Complaint

  Date:11/04/2022

  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.

  We canceled our propane delivery service for our lake cabin ( a different address than the one I noted in my complaint) with Ferrellgas on 9/19/2022 and was told we would receive an email confirmation. We didn't get one. I called again on 9/21 and was told it wasn't canceled, so she canceled it again and we were told they would remove our propane tank from our property as soon as they could. It wasn't removed within a couple of weeks, so I called on 10/10 and was told they were short staffed but would do it "soon". I called again on 10/21 because it still wasn't picked up and was told it would be pickup on 11/1. It is still there. I called today, 11/4, and was told it would be picked up on 11/7. I don't trust or believe them. I want that 100 gallon propane tank off of our property. We canceled our service almost 2 months ago and they have had ample time to remove it, short staffed or not. It will start snowing soon and it will be snowed in and they won't be able to remove it. There must be a MN law that addresses abandoned property. When I called today I asked to talk to someone who could help and the gal, ***, would not give me a number. She said (with kids playing in the background, so honestly how could she even concentrate?) that she will send a msg to her manager and they would call me back. I don't believe Ferrellgas any more. Can you please contact them and have this large eye-sore tank removed from our property? My account number with them is ******** and the tank is located at ***** ****** ****** **** ******* **. Thank you, **** *** ******* ******

  Business Response

  Date: 11/07/2022

  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 an untimely tank pick-up.
  
  Our records indicate that Ms. ****** ordered a tank pick-up in September 2022. The pick-
  up was completed on November 7, 2022.
  
  We regret that Ms. ****** was dissatisfied with her communication with Ferrellgas.
  Ferrellgas strives to provide excellent service to every customer, and we regret that she did
  not feel she received that level of service. Ms. ******** concerns have been relayed to the
  relevant field personnel and she was not charged our tank pick-up fee.
  
  Thank you for bringing the customer’s concerns to our attention. We wish her well in the
  future. Please contact me if you have any questions or further concerns.

  Customer Answer

  Date: 11/09/2022

  
  
  Better Business Bureau:
  
  
  
  I am no longer at our lake home.  It is a seasonal lake home, and we have closed it for the summer season. That is why we wanted it removed in September.  Thus I have no way of knowing for sure that the tank has been removed, unless I drive the 2 hours to find out. I will just need to trust that it has been removed as they have noted.  This is in reference to complaint ID ********.
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:11/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Where to start? This is such a garbage company that I've had the unfortunate pleasure of dealing with. Bought a house with a Ferrelgas leased tank in July of 2021. Fall of 2021 asked Ferrelgas what it would take to get another tank for heating the outbuildings. After numerous calls to Ferrelgas they finally came out and did a site check, only to never prepare anything or ever call back. After calling them back multiple times, Ferrelgas rep said it looked like I wasn't ready, which was a bs claim. So, they charged for a site visit where they clearly did nothing as there was no prep work needed for a flat, open space of land. Fast forward to spring of 2022, asked about tanks to purchase whether in ground or above. Was told I'd get a call back on availability. Called again with same questions, and got the same answer, and never got a call back. So, I bought my own tanks from a company willing to do business. Had them stood up, and called Ferrelgas in the summer of 2022 to come get their tank. Needless to say, the leased tank is still here, and now I've been sent a bill as well. Oh, did I mentioned their tank has been leaking propane the entire time? Ya, they never do the leak checks they claim to perform on each fill, otherwise they would have easily found the leak before the first stage regulator.

  Business Response

  Date: 11/06/2022

  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:
  The customer’s concerns relate to an untimely tank pick-up and customer service.
  *** ****** indicates that he requested a tank pick-up in the Summer of 2022. The pick-up is scheduled for November 9, 2022, weather and ground-condition permitting.
  We regret that the customer was dissatisfied with the communication with Ferrellgas. Ferrellgas strives to provide excellent service to, and we apologize that *** ****** did not
  receive that level of service. His concerns have been relayed to the relevant field personnel.
  Thank you for bringing the customer’s concerns to our attention. We wish him well in the
  future. Please contact me if you have any questions.

  Customer Answer

  Date: 11/09/2022

  [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 there is no mention of refunding the site inspection cost of $8 or removing the $25 billing charge. In addition, while Ferrelgas did show up on 09Nov22 to collect the tank, they had no way to protect my lawn from ruts from their truck, and it had just rained this AM. Perhaps had Ferrelgas collected the tank in the summer when it was dry and they were contacted, the softness of the ground would not have been an issue. 
  
  Regards,
  
  **** ******

  Business Response

  Date: 11/10/2022

  The consumer reply filed by **** ****** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment.
  *** ****** has requested reimbursements for two fees: $25.00 and $8.57.
  The $25.00 fee was credited back to his account on November 4, 2022, bringing his account
  to $0.00 owed. As of today’s date, a refund check for the $8.57 fee has been initiated. While refund checks can take up to six (6) weeks to arrive, our Customer Service Manager has
  requested it be expediated. *** ****** should expect to receive that check via U.S. Mail.
  We regret that the customer was dissatisfied with the communication with Ferrellgas.
  Ferrellgas strives to provide excellent service to, and we apologize that *** ****** did not receive that level of service. His concerns have been relayed to the relevant field personnel.
  Thank you for bringing the customer’s concerns to our attention. We wish him well in the
  future. Please contact me if you have any questions.
  Thank you,
  ***** ******
  Paralegal
  

  Customer Answer

  Date: 11/23/2022

  [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: ********
  
  Though I have received reimbursement for the site check that lead to nothing and I question whether it ever even happened, I have yet to receive any account statement showing the $25 billing on the tank being removed. In addition, the  tank itself has yet to be removed. Ferrelgas showed up on day it rained wanted to drive a tank truck across my front yard (the front yard is the only option), then again two days later when the ground was still soft. The second time they showed up was without notice or communication. Well, the ground has been frozen for the last week yet Ferrelgas has not bothered to show up or reach out in order to retrieve this tank. I don't think it is too much to ask that Ferrelgas remove the tank without leaving ruts across my front yard, especially given this is a high value property. The last time the tank truck was here, the driver suggested I drag the tank across the yard, which only goes to show how little Ferrrelgas cares about any damages that are done to property. 
  
  Regards,
  
  **** ******

  Business Response

  Date: 11/29/2022

  Subject: Complaint # ********
  The consumer reply filed by **** *****r has been forwarded to the Ferrellgas Legal
  Department for investigation and comment.
  The $25.00 fee was credited back to his account on November 4, 2022, bringing his account  to $0.00 owed. A screenshot of his account is attached.
  We have attempted picking up the tank from *** ******** residence multiple times
  however, ground conditions have prevented completion. It is my understanding that we reached out to *** ****** today to schedule another attempt but the ground in the area is
  still too soft. We will continue to monitor the ground conditions and get a driver out to pick  up the tank as quickly as we can.
  Thank you for bringing the customer’s concerns to our attention. We wish him well in the
  future. Please contact me if you have any questions.
  Thank you,
  ***** ******
  Paralegal

  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: ********
  
  I am rejecting this response because: I still have yet to get final invoice showing an account balance of $0 dollars, and still have a Ferrellgas tank sitting on my property. 
  
  Regards,
  
  **** ******

  Business Response

  Date: 12/20/2022

  Subject: Complaint # ********
  The consumer reply, filed by **** ****** on December 13, 2022, has been forwarded to
  the Ferrellgas Legal Department for investigation and comment.
  The $25.00 fee was credited back to his account on November 4, 2022, bringing his account
  to $0.00 owed. We do not send zero balance invoices out however, a screenshot of his
  account is attached and the balance is highlighted.
  We have attempted picking up the tank from *** ******** residence multiple times.
  However, ground conditions have prevented completion, most recently on December 13,
  2022 when *** ****** spoke with our technician on site and declined pick up due to the
  ground condition. We understand and regret *** ******** frustration and we will continue
  to monitor the ground conditions and get a driver out to pick up the tank as quickly as we
  can.
  Thank you for bringing the customer’s concerns to our attention. Please contact me if you
  have any questions.
  Thank you,
  ***** ******
  Paralegal

  Customer Answer

  Date: 12/21/2022

  [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: company continues to show up ill equipped to remove the propane tank without damaging the property. Even the driver has stated if they had known from dispatch that the ground was soft they would have brought a tank dolly. Past that, the ground has been frozen for 3 days now and Ferrellgas hasn't shown up. I'm sure they'll be here as soon as it thaws again though, wanting to drive a crane truck across a wet front yard. 
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:10/31/2022

  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 dont have the exact date, between March/May 2022. We got a new roof and removed/discarded our old HVAC unit. It was the only appliance that used propane. My husband called Ferrell gas to notify that we do not need propane anymore and to remove us from auto fill. On 10/28/22 we got a bill in our mailbox for $187.94 for a fill up of 83.9 gallons. My husband called Farrell gas today 10/31/22 and they said there is no record on file of stop autofill. They said we had to pay for the unwanted gas delivery and all fees associated with the removal of the gas and tank. Also that non payment will result in collections. We already paid in full for the gas that was already in the tank as it was only 83 gallons short of full. We should be either refunded for the already paid for gas or come take the tank and gas at no cost.

  Business Response

  Date: 11/04/2022

  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:
  
  The customer’s concerns relate to billing.
  
  Ms. **** indicates that in March or June, her husband called Ferrellgas to cancel their auto-
  fill membership. Unfortunately, we have no record of that call so the membership was not
  cancelled and therefore, we delivered propane in late October 2022.
  
  The customer called Ferrellgas after the October delivery and requested a reimbursement
  for the propane delivery. This complaint was escalated to our Customer Service Manager
  who initiated a tank pick up and a reimbursement for propane. However, on November 3,
  2022, the customer called Ferrellgas and requested to keep the tank. At that time, we
  confirmed that she was no longer on our auto-fill program. Ms. **** is now a “Will Call”
  customer, meaning that we will not deliver propane until the customer requests a delivery.
  
  We regret that Ms. **** was dissatisfied with the communication with Ferrellgas.
  Ferrellgas strives to provide excellent service to every customer, and we regret that she did
  not feel she received that level of service. Ms. ****** concerns have been relayed to the
  relevant field personnel.
  
  Thank you for bringing the customer’s concerns to our attention. Please contact me if you
  have any questions.

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair 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.

  Horrendous customer service. They took my money for a service, but never rendered a service, nor made any attempts to communicate any delays.

  Business Response

  Date: 11/09/2022

  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 the relevant field personnel, and offer the following response:
  
  The customer’s concerns relate to billing and customer service.
  
  Mr. ********* account reveals that on October 20, 2022 a tank set and fill order was placed.
  The order end date was November 3, 2022, fourteen (14) days from the order start date.
  On October 31, 2022, Mr. ******* cancelled the tank set and requested a reimbursement.
  At that time, the order was cancelled and reimbursement was initiated.
  
  We regret that Mr. ******* was dissatisfied with the communication with Ferrellgas.
  Ferrellgas strives to provide excellent service to every customer, and we regret that he did
  not feel he received that level of service. Mr. ********* concerns have been relayed to the
  relevant field personnel.
  
  Thank you for bringing the customer’s concerns to our attention. Please contact me if you
  have any questions.
  

  
  

• Initial Complaint

  Date:10/24/2022

  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 have had an account with Ferrellgas for approximately 30 years that I use to service some rentals that I own. During that time I have never been late on a payment to them. Starting around 2-3 years ago their level of service declined drastically and they began to make arbitrary unilateral changes to their customer agreements. This includes but is not limited to increasing their delivery times to 2 weeks from the prior 5 days. Increasingly slow phone service to address orders and problems.
  Most recently today I discovered that they had imposed a $500 credit limit on my account which is ridiculous given my perfect payment record and that it costs around $900 to fill just one of my tanks, they don't bill me for 2 to 3 weeks so today I was unable to order fill a second tank since I had a different one filled 10 days ago and have not yet received a bill. The system that I have used with them for the last 30 years is now impossible to use. I have changed nothing and complied with all of their demands, I don't see how they can treat people this way and remain in business.

  Business Response

  Date: 10/25/2022

  The consumer complaint filed by ***** ******* has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have reached out to the relevant field personnel
  and offer the following response:
  
  ***** expressed concerns regarding customer service, delivery timeframe and a credit limit.
  
  Ferrellgas strives to provide best-in-class customer service and we regret that ***** did feel that
  level of service was received. The delivery timeframe the customer was provided is a window, an
  estimate. Not unlike most of the nation’s industries Ferrellgas is diligently working to increase our
  workforce supply to keep up with the customer demand and unfortunately, there are times that
  our customers experience longer wait times for services than we would like.
  
  We understand the customer’s frustrations and our Customer Service Manager has reached out
  to ***** directly to address the concerns including the credit limit on the account. The customer’s
  account reveals that there are no previous orders for both tanks at the same time so the limit has
  never been as issue. We have raised the limit in case this happens again.
  
  Thank you for bringing the customer’s concerns to our attention. We hope this brings the matter
  to a close.

• Initial Complaint

  Date:10/22/2022

  Type:Service or Repair 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 changed the name on my account/service location to a person I am not associated with. My name is ***** ****** and I purchased the land at **** ****** **** **** ****** ***** ** ***** more than 20 years ago. I built a house on this property in 2016 and hired Ferrellgas as my gas provider. I have had excellent customer service until this week. The name on my account/service location was changed to ******* ********. I do not know this individual nor does he have permission to use my address. Ferrellgas did not contact me for permission to make this change. I submitted an email to Ferrellgas this morning to hopefully begin the research on this issue. It is outside of regular business hours and I am unable to speak to anyone. Businesses share data with many entities. Ferrellgas not only needs to correct the error, but contact all entities they share information with and disassociate my name and address with ******* *********  The domino effect of this error needs to be considered and addressed. Thank you for your time. I appreciate it.

  Business Response

  Date: 10/24/2022

  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:
  
  The Ferrellgas postcard that Ms. ****** received at her address, bearing Mr. ********** name, was
  an internal, mailing error. We apologize to the customer for the concern that caused her but
  assure Ms. ****** that her Ferrellgas account is still in her name and no personal information has
  been compromised.
  
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.