Complaints

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

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• 

  Ferrellgas

  1 Liberty Plz Liberty, MO 64068-2970

• 

  Ferrellgas, L.P.

  1115 3rd Ave Intl Falls, MN 56649-2955

• 

  Ferrell Gas

  3601 Francis Scott Key Hwy Taneytown, MD 21787-1505

• 

  Ferrellgass, L.P.

  PO Box 260 Johnstown, NY 12095

• 

  Ferrellgass, L.P.

  5859 State Rt 31 Verona, NY 13478

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:10/17/2022

  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.

  We have been customers with Ferrellgas since 2001. We pay $25.71 yearly for rent of a LP Tank for our swimming pool. September 2022 bill, we were charged $300 for rent! They claim they started a new fee for under used accounts. so instead of $25.71, its now $300! I received no notice of this. They said they require 2 fills per year. This is something new as well? I use the tank for a pool!! Never would I need to fill 2x a year! And no notice! And Ferrellgas will not work with us. I told them they could come out and fill and they said they will not bend on the fee. Then I asked about buying the tank, they would charge $400 + to buy. This is after I already gave them $530 over the last years for rent. This is just insane. no notice, not one contact about any change to our account.

  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:
  
  A review of Ms. ******** consumer account reveals she commenced services with
  Ferrellgas in June 2002 and leases a 120-gallon propane container.
  
  Ms. ****** is concerned about a tank rental increase.
  
  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 14, 2019.
  Therefore, she is not meeting the Minimum Volume Requirement and her annual tank
  rental increased. We did not charge Ms. ****** a low usage fee.
  
  Notice to all Ferrellgas customers not meeting the Minimum Volume Requirement was
  mailed in postcard form in July 2022. We regret that Ms. ****** seems to have not received
  her notice.
  
  In an effort of good faith, we have initiated a credit of $100 towards Ms. ******** rental
  fee. She should allow 3-5 business days for her account to reflect the credit. If Ms. ******
  does not meet our Minimum Volume Requirement next year, her rental fee will increase
  again.
  
  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: 10/25/2022

  [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:  Postcard?  You are making a large change like your terms and you send a postcard?  Most postcards are not delivered due to considered junk mail.  Mute point at this time.  

  I feel you miss my point totally.  I have been a customer for 22 years, using Ferrell to provide my SWIMMING pool gas for the pool heater.  So we have a very short season, and the last few years, MN has been hot and in a drought.

  I am happy with the $100.00 credit.  I ask that the good will offer of $100.00 be applied to my account while I work with customer service in buying our tank.  We have no other option at this point.  Our tank is still 1/2 full, and I will never obviously be able to fill up our tank 2x a year...again.  for a SWIMMING POOL... I am sorry you are cutting off your customers that need propane gas for recreational use.  

  Regards,
  

  
  
  
  ***** ******

  Business Response

  Date: 10/28/2022

  The consumer complaint reply filed by Ms. ****** has been forwarded to the Ferrellgas
  Legal Department for investigation and comment.
  
  Ms. ****** is further concerned about the method of mailing we used to send notice to our
  low usage customers. She states: “…making a large change like [Ferrellgas] terms and you
  send a postcard?” Please note that Ferrellgas made no changes to our Terms and Conditions
  and the notice was sent as a reminder to our low usage customers that they were not meeting
  our Minimum Volume Requirement.
  
  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 14, 2019.
  Therefore, she has not met the Minimum Volume Requirement for years while we have
  not charged Ms. ****** a low usage fee, we raised her rental fee to reflect her low usage.
  
  Per the customer’s reply, she is working with our field personnel to purchase her tank.
  
  Thank you for bringing the customer’s concerns to our attention. Please contact me with
  any further questions or concerns. Thank you.

• Initial Complaint

  Date:10/13/2022

  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.

  My wife and I (married 56 years)are both disabled seniors and have been with Ferrellgas for many years. I have always called when we need a delivery to control pricing. Most recently a unauthorized delivery was made to our home in our absence. The cost per gallon was at peak ($4.99/gal) and the bill is far out of our ability to pay and is why I have always called for prices and deliveries. **** the office manager has been less than concerned or apologetic, in fact he is somewhat aggressive and rude.. It appears he has an personal issue which stems from jealousy. Recently while checking current prices I had a friendly phone conversation with one of his receptionist "*****" ..We also spoke of the goods and bad's of the beautiful area I live in. When speaking with **** he attempted to cover up his mistake by saying I had a conversion with *****. Not sure of his ulterior motive but I do not appreciate threats.**** refuses to take the propane back because he knows it is contaminated!. I would like my account cleared of all charges and the tanks removed. Thank you for your time, ****

  Business Response

  Date: 10/14/2022

  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:
  
  A review of Mr. ******** consumer account reveals he commenced services with Ferrellgas
  in August 2018; leases two 500-gallon propane containers (manifold system); chose our
  Will Call delivery service and Net 30 payment terms.
  
  His concerns relate to a recent propane delivery.
  
  Mr. ****** is a Will-Call customer. This means that in order for us to know that he needs
  propane, he has to call us. The customer’s propane order history is outlined below. His most
  recent order was placed on July 27, 2022. On August 3, 2022, we delivered 280.7 gallons
  at $2.34 per gallon.
  Mr. ******** account balance is itemized below.
  
  July 27 2022 Propane Order (plus our standard fees) $682.78
  Finance Charge $ 0.07
  Finance Charge $ 0.62
  500g Container Rent $ 65.00
  500g Container Rent $ 95.00
  $843.47
  
  As requested, a tank pick up service has been created. Pursuant to our Customer Agreement
  for Propane Sales and Equipment Rental, to which Mr. ****** is a party to, “If Service is
  terminated, in addition to any other remedy we may have, we may adjust or disconnect the
  equipment to stop withdrawal of Propane from any Tank, pick up any Rented Equipment
  and repossess and dispose of any Propane left in the Tank. You will be charged a “Tank
  Pick-Up Charge” and other applicable charges as set forth on the Current Charges List as in
  effect at the time of termination. You may be entitled to a credit or refund for any Propane
  which remains in the Tank, subject to tank pump out and pickup charges and other charges
  specified in the Current Charges List. In the event that we determine, in our sole discretion
  in accordance with our internal policies, to provide a refund for Propane remaining in the
  Tank, the refund will be applicable only to Propane that we resell and the refund shall be
  based on the lower of the price at which you purchased the Propane or our current daily
  price for the Propane at the time that we take possession of the Propane.”
  
  We will arrive to pick up our equipment the week of October 17, 2022. It is Mr. ********
  responsibility to make certain that we have access to our equipment at the time of pick up.
  Mr. ****** will be credited for any unused propane, subject to any applicable charges as
  outlined above.
  
  Thank you for bringing this customer’s concerns to our attention. Please contact me with
  any questions or further concerns.

  Customer Answer

  Date: 10/17/2022

  Due to the medical problems in our household we are forced to pay these animals, which I have done.  **** the district manager of Ferrellgas located in Galt California, was threatening to sue us and take our propane that we use for heat, cooking and other household  functions.   This is not a good practice and in being honest no other propane company will come and transfer the contaminated propane into their tanks and **** REFUSES to take it back (probably because he knows it is bad gas)  This ****** way of getting rid of bad propane and it prevents us from changing companies.  I realize you cannot help with my problem but maybe you can prevent this from happening to other elderly, disabled seniors.  I truly wish you could have helped stop **** from doing this to  disabled folks and everyone else.  Blessings, ****

  
  

  
  

  **** ******

• Initial Complaint

  Date:10/12/2022

  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.

  In late June 2022 I requested propane service from Ferrell gas. The company sent someone to the service address to determine the location of the new tank. The gentleman was at my house for 10 minutes stating I would receive a quote in a few days. On July 7th I received a bill for $108.00 for a site visit. I then spoke to a representative whom said the charge would be removed once service was begun. Subsequent to the visit weeks went by and every time I inquired about getting service I was told that in 3-4 weeks someone would be in touch. After twice being told this with no other explanation than they were busy I decided Ferrell gas was not able to perform the service which they quoted me in June. On August 11th 2022 I cancelled the service concerned I was not going to get a tank in a timely fashion. I called another company and had a tank set within a week. Three months after I received the first bill for $108. (July 2022) I received another one on October 11th 2022 for the same amount.
  Since I have never had much luck getting another live on the phone I sent an email on 10-11-2022 explaining my complaint about being charged for something I never agreed to and that Ferrell was never able to perform by providing me service. The tech was here no more than 10 minutes yet the bill said it was an hour visit.
  Their reply was curt and only stated their policy to charge for site visits began in Jan 2022 and then left a link for me to pay online.
  I wrote back and told them I would not pay for a service I did not receive and until they could apprise me of where I agreed to be charged I would not pay the bill. Frankly, I wont be bullied by a corporation to pay for something I never agreed to. Further, Ferrell has never offered an explanation as to why they were not able to provide service after waiting some 6+ weeks and no delivery date in site.
  I have asked they remove the charge or demonstrate that I agreed to pay this fee in advance.

  Business Response

  Date: 10/13/2022

  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 to relate to billing and delayed service.
  
  The customer’s account reveals that a tank set service was requested by Mr. ***** in
  June 2022 and completed on July 9, 2022. At the time of request, he should have been
  notified by our Customer Service Specialist that we were several weeks out in scheduling
  and that we charge $100 (plus tax) for site checks. If the site check proposal is approved
  by the customer, the $100 site check charge is credited towards the proposal. If the site
  check is confirmed with our Service Scheduler, then the customer cancels, no refund is
  given. A tank set was created in our system on July 19, 2022 but cancelled by the
  customer. However, in an effort of good faith, we have credited Mr. ******* account for
  the $100 (plus tax) and his account is at $0.
  
  Ferrellgas strives to be the best in customer service and we regret that Mr. ***** did not
  feel that he received that level of service. His complaint has been forwarded to the
  relevant field personnel.
  
  Thank you for bringing Ms. ******* concerns to our attention. I hope the above resolves
  any remaining questions or concerns. Of course, please do not hesitate to contact me.
  

  
  

  Customer Answer

  Date: 10/14/2022

  [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:10/11/2022

  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.

  Unethical withdrawal of funds from checking account for $213.27 for tank rental because I hadn't ordered propane in the last 2 years??Normal tank rental was $35.00 a year!!
  We received no email or paper notification of the enormous price hike!! I spoke with them twice without resolution!!
  What right do they have to take my money out of my checking account without permission or notification!!
  There is no paperwork or receipt for their withdrawal!!

  Business Response

  Date: 10/12/2022

  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 July
  2003; leases a 120-gallon propane container; chose our “Will Call” delivery service and has Net 30
  payment terms.
  
  Ms. ***** is concerned about an increase in tank rental and payment terms.
  
  In August 2022, Ms. ***** paid $200 (plus tax, totaling $213.75) for rental of Ferrellgas equipment.
  Ms. ******* account is not set up for automated payments and the rent fee was paid via ACH.
  
  Our Master Agreement for Propane Sales and Equipment Rental, to which Ms. ***** is a party,
  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 while Ms. ***** has ordered propane in the last few years, she is not
  meeting the Minimum Volume Requirement for her 120-gallon leased tank, thus her annual tank
  rental has increased.
  
  In addition to the rental fee payment, Ms. ***** made a payment of $231.27 in August 2022. This
  also was a customer authorized payment, made via ACH, for a propane delivery.
  
  Thank you for bringing Ms. ******* concerns to our attention. We hope this resolves the matter.
  

  Customer Answer

  Date: 10/17/2022

  I'm  replying to your previous email with Ferrellgas' reply to my complaint.
  I have been with them since 2014 and have never received or told where online I could find their Bylaws and Regulations regarding their 2 year requirement to purchase propane or else??  Where did they come up with $213.27??
  Also, no notification by email or mail to go directly into my checking account and take my money!!!  They're being unethical as a business and people should know about!!!

  Business Response

  Date: 10/24/2022

  
  The consumer complaint reply 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 July
  2003; leases a 120-gallon propane container; chose our “Will Call” delivery service and has Net 30
  payment terms.
  
  Ms. ******* concerns relate to an increase in tank rental and payment terms.
  
  Ms. ******* account is a Will Call, Net 30 account. Meaning, we do not have Ms. ******* banking
  information on file. She must call in for a delivery at which time, an invoice is created for her
  payment. In August 2022, Ms. ***** paid $200 (plus tax, totaling $213.75) for rental of Ferrellgas
  equipment. Ms. ******* account is not set up for automated payments and the rent fee was paid via
  ACH.
  
  Our Customer Agreement for Propane Sales and Equipment Rental (“Agreement”), to which Ms.
  ***** is a party, 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”. Ms. ***** states that we does not know where to find a copy of the Agreement. A copy is
  sent to every new Ferrellgas customer when they sign up for Ferrellgas service. Additionally, she
  may find a copy on Ferrellgas.com.
  
  Our records indicate that while Ms. ***** has ordered propane in the last few years, she is not
  meeting the Minimum Volume Requirement for her 120-gallon leased tank, thus her annual tank
  rental has increased. In July 2022, a postcard like the attached, was sent to our low volume
  customers, including Ms. *****, informing her of a tank rental increase.
  
  In addition to the rental fee payment, Ms. ***** made a payment of $231.27 in August 2022. This
  also was a customer authorized payment, made via ACH, for a propane delivery. As previously
  mentioned, we do not have Ms. ******* banking information on file.
  
  Thank you for bringing Ms. ******* concerns to our attention. We hope this resolves the matter.

  Customer Answer

  Date: 10/25/2022

  [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:
  
  
  
  Regards,
  
  
  ****** *****