Complaints

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

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  Ferrellgas

  1 Liberty Plz Liberty, MO 64068-2970

• 

  Ferrellgas

  14500 Bethel Rd Platte City, MO 64079-8169

• 

  Ferrellgas

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

• 

  Ferrell Gas

  3601 Francis Scott Key Hwy Taneytown, MD 21787-1505

• 

  Ferrell Gas

  2092 Water Street Ovid, NY 14521

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:02/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 02/28/2025

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

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/07/2025

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

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company provides propane gas to me and I have been a customer for several years. This year the company has failed on 3 occasions to fill my propane tanks in a reasonable time frame which has caused our family to go without heat and the ability to cook or take showers. On February 9th, 2025 I placed an order through their website and was given a message that my tanks would be filled by February 21st or sooner. Today is the 24th and I still don't have propane. This company knowingly doesn't fill tanks based on need but instead focuses on profit and I was told the date I was given was a target date. It is unacceptable and in my opinion criminal to let families go without heat for days.

  Business Response

  Date: 03/06/2025

  Please see the attached response.Mr. *****’s concerns relate to receiving a propane delivery after running out of propane. Mr. ***** initially placed a delivery order through MyFerrellgas on February 9, 2025 for the two 124-gallon propane containers that are connected to a manifold system. The order was placed, and the delivery window provided was from February 10, 2025 to February 21, 2025.

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My grandmother is a 75 year old widow. She uses Ferrellgas for propane to heat her home, heat her hot water heater and for her stove. The tank is leased with Ferrellgas and the meter was stuck showing 20% of the tank being full. On February 8th she realized her tank was actually empty, so she called the company and told them what happened and asked for propane to be delivered. She has been without heat to her home, hot water and a stove for two weeks. We've called and asked about paying extra for an emergency visit of some sort, asked for managerial communication of any kind...and we've got nothing at all.

  Business Response

  Date: 02/24/2025

  Please see the attached response.Subject: ******* ****** - Complaint # ********
  To Whom It May Concern:
  The consumer complaint filed by ******* ****** has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have completed my investigation and offer the following response:
  ******* ****** is not listed as a Ferrellgas customer or as a contact on a Ferrellgas customer account. Therefore, we cannot address these concern(s) at this time unless further information is provided in relation to a Ferrellgas customer account that ******* ****** is associated with.
  Thank you.
  Sincerely,
  **** *********
  Paralegal

• Initial Complaint

  Date:02/22/2025

  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 mother, ****** ******, has been without propane since Feb. 8. She contacted Ferrell Gas to request a fill and they informed her it would there by Feb. 21. It is still not here. She uses propane for her heat, hot water and cook stove. Ferrell Gas is aware of this and has not delivered. The tank is leased from Ferrell Gas and was indicating that she was at 20% when she was at 0%.

  Business Response

  Date: 03/06/2025

  Please see the attached response.Ms. ***** has indicated that she has submitted this complaint on behalf of her mother, who is a Ferrellgas customer. Ms. ***** is an authorized contact on the customer’s account. A review of the customer’s account reveals she leases a 500-gallon propane container. The account is set up as Will Call, which means that the customer must contact Ferrellgas before a delivery order is placed.

• Initial Complaint

  Date:02/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called for a tank refill close to three weeks ago. The refill date came and went When my tank became critically low I started calling. I assumed they would send someone right out That was not the case AT ALL
  . They allowed my tank to run empty. I called and told them it was empty there response was "Well your not on the schedule today" That was Friday February the 21st 2025.They don't deliver on the weekends so I'm stuck at least untill Monday without heat or a way to prepare meals. Who knows when they will decide to come fill the tank

  Business Response

  Date: 03/05/2025

  Please see the attached response.Mr. C***y initially contacted Ferrellgas to place a delivery order for 275 gallons on February 3, 2025 when the tank was at 25%. The order was placed, and the delivery timeframe provided was from February 4, 2025 to February 17, 2025. Ferrellgas’ Customer Agreement for Propane Sales & Equipment Rental advises Will Call customers to contact Ferrellgas when their tank is no less than 30% or no less than seven business days prior to the date that propane will be needed. This information is also posted on Ferrellgas’ website as a banner on the top of the website

• Initial Complaint

  Date:02/21/2025

  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.

  2/14/2025 Date of order
  
  2/19/2025 Called in to support to see if they had a schedule and could make it out shortly as I was going to run out of propane, I informed them that we had two kids and we needed propane asap. Ian informed me if I ran out of propane to go get space heaters for my house. That was a response I was not prepared for. He said it should be there by the 21st. The call ended in disbelief
  
  2/21/2025 Called back into support as the delivery date on the receipt stated the 21st, No show and we are at 1% remaining on propane. She said I could expedite for a $100 fee, this makes no sense, when you should have been here on the 21st per my receipt. This company doesn't care about you or your family. They will be out next week hopefully, but now we have to cancel people coming into town and go find a hotel to stay at......

  Business Response

  Date: 03/05/2025

  Please see the attached response.Mr. C*******s’ concerns relate to receiving a propane delivery after running low on
  propane. The C*******s placed a delivery order via MyFerrellgas on February 14, 2025
  when the tank was at 22%. The delivery timeframe provided was from February 15, 2025
  to February 21, 2025. Ferrellgas’ Customer Agreement for Propane Sales & Equipment
  Rental advises Will Call customers to contact Ferrellgas when their tank is no less than
  30% or no less than seven business days prior to the date that propane will be needed.
  This information is also posted on Ferrellgas’ website as a banner on the top of the
  website.

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Been waiting for a propane delivery since 2/10/25. Called Ferrellgas and reported very low.
  The next day tank was empty. Called as was told the could not come until next week. Called
  several more time that week and was told the same thing. Then they promised Monday 2/17/25
  didn't show up, they called and said rescheduled until 2/18/25. I have text confirmation delivery
  would be 2/18. Didn't come. I called again 2/19 and was told we were on schedule for that
  day, delivery 13 of 16. Still did not come. Multiple calls 2/20 with no satisfaction. Called again today and was told again on schedule for today 2/21. I can't believe they treat their customers like this. They don't care.
  This is my 85 year old mothers house, she has had no hot water or stove for 11 days now. Thank god she doesn't heat with propane or she would have frozen by now.
  I asked for a call from a manager and I'm still waiting for that. I have spoken with an agent Keith who has been very helpful, even though he didn't have the best news, and he did call me back like he said he would.

  Customer Answer

  Date: 02/24/2025

  Propane delivery was made on 2/21/25 around 6:00 pm

  We are satisfied with the delivery, however, still think this was a horrible to treat an elderly long time customer.

• Initial Complaint

  Date:02/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ferrell Gas is the propane provider for my home. There have now been multiple instances where I have ordered propane weeks ahead of the need and it taking them 3-4 weeks to deliver. This particular instance, I ordered gas on 1/25/2025 and still they have not delivered gas to my home as of today 02/21/2025. There is no other way to heat my home and last night I ran out of gas. I'm exhausted with the constant problems when it comes to getting gas from this company. The cost to change companies is upwards of 600 plus dollars. I cant understand what the issue is. There is an excuse every time for the last 5 years. It very much seems as though ferrell gas does not care about their customers.

  Business Response

  Date: 03/05/2025

  Please see the attached response.A review of Mr. S*****t’s consumer account reveals he leases two 120-gallon propane containers that are connected to a manifold system. The account is set up as Will Call, which means that the customer must contact Ferrellgas before a delivery order is placed.

• Initial Complaint

  Date:02/21/2025

  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.

  Ferrell gas has refused to deliver gas despite payment. They made me pay to ensure they would deliver gas, temperature was below freezing and I explained I have children in house, my elderly mother with heart conditionbut after taking payment they refused to deliver gas. I tried to beg wnd explain our situation but the manager name chris refused to help.
  This is inhumane.
  -1 degree after a snow storm with children ( 5 yr old) stuck in a house with no heat in inhumane.
  This issue need to be addressed.

  Business Response

  Date: 02/28/2025

  Please see the attached response.A review of Ms. *******’s consumer account reveals she leases a 500-gallon propane container. The account is set up as Auto Fill, which is Ferrellgas’ convenient delivery service where Ferrellgas estimates the customer’s propane usage based on our advanced computer system, and delivery will automatically be scheduled when our system indicates that a refill is needed.