Business Profile

Propane

Ferrellgas

Headquarters

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Customer Complaint:
This business profile reflects national complaint activity

Complaints

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

Customer Complaints Summary

325 total complaints in the last 3 years.
103 complaints closed in the last 12 months.

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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:02/04/2025
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 some point, I purchased a Blue Rhino 20lb propane refill tank. I am not sure what big box store I purchased this from nor do I readily have the receipt. The Blue Rhino label has a code of *******3. This tank is defective. When hooking up a grill tube, it leaks, The previous tank and a different tank do not leak. Blue Rhino claims it is beyond the 12 month warranty. I submitted an on-line customer care request that they denied. I see nothing on their label indicating there is only a 12 month warranty. This is clearly a defective tank that Blue Rhino did not adequately test before refilling it and offering it for sale. Blue Rhino should exchange this tank for a non-defective one.
Business Response
Date: 02/13/2025
Please see the attached response.The consumer complaint filed by ***** ****e has been forwarded to the Ferrellgas Legal
Department for investigation and comment.
I forwarded Mr. ******s complaint onto Blue Rhino’s Claims department to investigate
the claim. It is my **derstanding that a Blue Rhino representative has comm**icated with
Mr. K****, and Mr. K**** referenced that he refills some of his propane cylinders. With
the code on the sleeve of the cylinder dating back to 2023, it seems to indicate that the
cylinder has been refilled. The claim has been denied as Mr. K**** has not provided a
receipt to prove that he has had the cylinder for less than a year.
Thank you for bringing ***** ****e’s concerns to our attention. Please contact me with
any further questions or concerns. Thank you.
Business Response
Date: 02/13/2025
Please see the attached response.The consumer complaint filed by ***** ****e has been forwarded to the Ferrellgas Legal
Department for investigation and comment.
I forwarded Mr. ******s complaint onto Blue Rhino’s Claims department to investigate
the claim. It is my **derstanding that a Blue Rhino representative has comm**icated with
Mr. K****, and Mr. K**** referenced that he refills some of his propane cylinders. With
the code on the sleeve of the cylinder dating back to 2023, it seems to indicate that the
cylinder has been refilled. The claim has been denied as Mr. K**** has not provided a
receipt to prove that he has had the cylinder for less than a year.
Thank you for bringing ***** ****e’s concerns to our attention. Please contact me with
any further questions or concerns. Thank you.
Customer Answer
Date: 02/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 2******5, and find that this resolution is satisfactory to me. Blue Rhino, owned by Farrell Gas, agreed to replace the defective propane tank.

Sincerely,

***** *****
Initial Complaint
Date:02/04/2025
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.
On January 15, 2025 I called to schedule a propane delivery. I was told in the past by Ferrellgas to call when my tank is at 40% so they can fill it on time. On Jan 15th the representative took my payment and said I would have my gas delivered by January 29th. 2025. That did not happen so on January 30th I called to see why they did not full fill their commitment. I was told they are running behind, but that person couldn't tell me what date my tank would be filled. I waited a couple of hours and called them again, and was told that I now I am not even on their delivery schedule.
I told the lady that we are going to run out of gas to heat our home if they do not deliver the propane on time. She said she would contact her supervisor, and that the supervisor would call me. That did not happen so I called again on Friday the 31st. I got the same "run" around that day also. I called then yesterday, Feb 3rd and got the same supervisor run around again. Today, Feb 4th I called AGAIN, and was told that a supervisor has 48 hours to call me. I told the young lady that this is not acceptable that someone needs to call me by the end of business today. The lady said sorry, but this is how it works. I told her that I've been waiting since last Thursday (1/30/2025) to hear from someone. My tank is now at 18% and I will run out of gas by this weekend.
It told that information to the lady at Ferrellgas today, and she said she couldn't do anything.
Can someone at the BBB help us? Since it is getting colder outside today we will run out of gas and all the pipes will freeze. Seems that Ferrellgas does NOT care for the customer!
Thank you* ***** ***** *** *** ****
Business Response
Date: 02/12/2025
Please see the attached response.Thank you for bringing Bo*** ****e’s concerns to our attention. Ferrellgas strives to
provide best-in-class customer service, and we sincerely regret that Mr. ****e has not
received that level of service. We hope that the above resolves the customer’s complaint
Initial Complaint
Date:02/03/2025
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.
1/24/2025, I contacted Farrellgas and requested a propane delivery. I explained the propane tanks are very low and requested a delivery soon. Customer Service communicated they will deliver ASAP but, the timeframe for delivery is from the date of order to 2/3/2025. However, I ran out of propane. 1/27/2025, I contacted Farrellgas and stated the situation and requested an emergency fill. At this time, Customer Service suggested in the future I call before the tanks go empty, and emergency fills are not offered in my area. One of the reasons, I am receiving services from Farrellgas is the reassurance of emergency fills. I was not aware this advertised service was not option for me due to my address. I proceeded to share that I have a child at home and propane is my only source of heat. Again, Customer Service Suggested call sooner next time and the call was discontinued. I did not return call as we were disconnected. I contacted Farrellgas via the chat on the website. I communicated the information that I noted above. I was communicating via chat with Patricia S. Patricia said she would contact the Logistics Manager for my area and find out if they are able to assist sooner than later. Patricia S. said I would receive a call or text message by the end of the day with further information. I did not receive a call or text. 1/28/2025, I contacted Farrellgas with the same concern. I did so via call and chat. I was told this matter would be looked into and I would receive information via a call or text. 1/29, 30, 31 and 2/3/2025, I continued to reach out to Farrellgas. During the calls Customer Service representatives were rude, often discontinuing the calls. It was suggested I view the delivery date on the website. I did so. It noted a delivery would arrive by 2/3/2025. This did not occur. I called AGAIN. It was communicated MAYBE 2/4/2025. They should NOT advertise they provide emergency assistance when they do NOT! Farrellgas should deliver as scheduled/promised.
Business Response
Date: 02/12/2025
Please see the attached response.Thank you for bringing ***** ******’s concerns to our attention. Ferrellgas strives to
provide best-in-class customer service, and we sincerely regret that Ms. M***** feels
that she has not received that level of service. We hope that the above resolves the
customer’s complaint. However, please do not hesitate to contact me with any further
questions or concerns.
Initial Complaint
Date:01/31/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for propane delivery on 1/18/25, was told it would be there by 1/31/25. While waiting for delivery we ran out of propane, called the company and they insisted it would be delivered on 1/31/25. On 1/31/25 received an automated message that our delivery would not be delivered on 1/31/25 but would be there sometime within the next 3 days. We have been without heat(propane) since 1/28/25
Business Response
Date: 02/12/2025
Please see the attached response.Mrs. H*****’s concerns relate to receiving a propane delivery after running out of propane. Mrs. H***** initially contacted Ferrellgas to place a delivery order on January 18, 2025. The order was placed, and the delivery window provided was from January 19, 2025 to January 31, 2025. Delivery was completed on February 1, 2025. 408.1 gallons of propane were delivered, which filled the container to 80%. The leak meter was provided to Mrs. H***** at no cost. Ferrellgas strives to provide best-in-class customer service, and we sincerely regret that Mrs. H***** feels that she has not received that level of service.
Thank you
Business Response
Date: 02/20/2025
Please see the attached responseThe consumer rejection filed by J**** ****el has been forwarded to the Ferrellgas Legal
Department for investigation and comment.
The delivery timeframe that was provided to Mrs. H***el was an accurate timeframe of
how long delivery would take in that area. Delivery occurred one day after the end of the
timeframe. This timeframe was not provided in any way to penalize Mrs. H***el because
her account is not set up as Auto Fill as she stated in the rejection. As a goodwill gesture
in an effort to provide good customer service, the price per gallon charged for the
February 1, 2025 delivery has been reduced, which decreased the total amount charged
for the delivery.
Thank you for bringing Janet H***el’s concerns to our attention. We hope that the
above resolves the customer’s complaint. However, please do not hesitate to contact me
with any further questions or concerns.
Customer Answer
Date: 02/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 2*******, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:01/31/2025
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.
I was on keep full and they havent filed my tank, and kept calling them for 2 weeks, but no propane yet,they are wanting me to get a urgent delivery for a up charge of 150.00 dollars more
Business Response
Date: 02/12/2025
Please see the attached response.A review of Mr. ****** consumer account reveals that he leases a 325-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. Mr. ***n requested to be placed on Auto Fill,
which is Ferrellgas’ convenient delivery service where Ferrellgas estimates the customer’s
propane usage based on our advanced computer system, and a delivery will automatically
be scheduled when our system indicates that a refill is needed.
Initial Complaint
Date:01/30/2025
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.
I rely on this company to provide Propane to heat my home and water. I submitted a delivery request 10 days ago, (1/20/25.) I have been told by customer service agents that my delivery will be there on 1/28 and then 1/29. My tank was empty as of 3pm on 1/29/25. I have not received delivery, I have not received any resolution and no promise of delivery today. My home is not unsafe for my family and pets. Last week was the coldest of the year and still there is absolutely no regard for my safety, well being or my business.
Business Response
Date: 02/06/2025
Please see the attached responseThe 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 the consumer account reveals that there are two tanks listed that are owned
by the customer – one 124-gallon container and one 330-gallon container. The account is
also set up as Will Call, which means that the customer must contact Ferrellgas before a
delivery order is placed.
The delivery order was originally placed on January 20, 2025 for the 330-gallon container,
and the delivery timeframe provided was from January 21, 2025 to January 30, 2025.
Delivery was attempted on January 30, 2025, but delivery could not be completed
because the driveway was not plowed. On January 31, 2025, either *** ******* or
another individual associated with the consumer account showed up at Ferrellgas’ local
office demanding that delivery occur as the driveway was plowed. One of Ferrellgas’
drivers went out to the property, and the driveway was not plowed. The driver had to
wait for the customer to plow the driveway so delivery could occur. Delivery was
completed on January 31, 2025.
Customer Answer
Date: 02/06/2025

Complaint: ********

I am rejecting this response because:
My driveway was plowed and has never been an issue. The experienced driver that we met at the Candor location thought this was unprofessional and inexcusable on the part of the driver. He made sure that the driver returned to my residence, where we argued and he complained and whined until he finally backed into the driveway and filled my tank. He repeatedly pointed out that his vehicle's tires were inadequate and had no traction. This is the responsibility of the Company, not the customer
Beginning on Monday 1/27/25, I was promised delivery on 1/28, then again on 1/28 for 1/29, and then on 1/29 I was told I could expect delivery on that day. I did not receive delivery on any of these days. I ran out of propane on 1/29 and was out for over 24 hours. There are records and notes to substantiate this. Not only did this present an unsafe home for my family and pets, but my furnace incurred significant damage which cost over $600 worth of repair by a professional plumber
I have not received a courtesy call nor the promised calls from supervisors that I not only requested but was promised. I expect direct communication from the Company as well as compensation for the damages (both mental and physical.) I am considering legal action.
This is the second consecutive winter that I have run out of Propane due to this companies inability to perform their basic and contractually obligated duty as a provider. I have been requesting Autofill for over 2 years and the company has absolutely ignored this request. Make this right.

Sincerely,

******* *******
Business Response
Date: 02/14/2025
Please see the attached response.The consumer rejection filed by ******* ******* has been forwarded to the Ferrellgas
Legal Department for investigation and comment.
On February 27, 2023, there was a request made to switch the account from Will Call to
Auto Fill. One of Ferrellgas’ representatives called and left a message that outlined
information that needed to be provided in order to make the switch. The information was
never received.
On January 21, 2025, the customer called and had the delivery order entered, stating that
the propane container was at 20%. The end date provided was January 30, 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 site.
On January 27, 2025, *** ******* called in requesting an ETA on the delivery. The
Customer Support Specialist advised *** ******* that, barring any emergencies, the
delivery was routed for January 28th. *** ******* also requested information regarding
Auto Fill. A call was made to the primary contact on the account later that day, but there
was no answer. A voicemail message was left advising that the primary contact needed
to provide permission for the change to be made.
On January 28, 2025, Ferrellgas was contacted regarding the delivery order. The order
was tentatively on route for January 29th. A request was made to escalate the matter to
a supervisor. The supervisor called and left a voicemail for the main contact on the
account to advise that the delivery was tentatively on route. The supervisor also stated
that information needed to be provided in order to switch the account to Auto Fill.
On January 29, 2025, Ferrellgas was contacted because the delivery did not occur. Bad
weather in the area led to drivers needing to be pulled off the road. T
Initial Complaint
Date:01/27/2025
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.
I ordered gas on 1-3-25 it was promised to be delivered by 1-17-25. They sent an e-mail on 1-17-25 and said my delivery was pushed out three business days. That would have been on 1-22-25. It is now 1-26-25 and has not been delivered. I’m out of gas no heat and it’s 30 degrees I feel this is completely unfair and they should held responsible. I am 71 years old and it’s cold. There is no excuse for this kind of delay in filling an order. They have failed to uphold their end of the deal. I need my gas order asap it’s cold. I feel they owe me my delivery asap and a substantial discount on the bill. I doubt any one will take any consideration to any of this but I can say I reported it. It’s obvious I’m being pushed to the side and nobody cares I’m cold. I cant wait to hear your response if I get one !!!!!
Customer Answer
Date: 01/28/2025
close as resolved
Initial Complaint
Date:01/23/2025
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.
Sunday January 12, 2025, I called Ferrellgas to order an emergency fill on propane. After speaking with the customer rep, I ordered 500 gallons of propane and was required to prepay for the transaction. Once my card information was given, they then proceeded to tell me they were not doing emergency fills, and it would be up to 2 weeks before propane could be delivered. I agreed to the transaction and hung up. I called another company and was able to get an emergency fill same day. I called Ferrellgas back within 30 minutes of ordering the original 500 gallons and requested to cancel the order. The lady who answered said that she would get it taken care of, and the charge would fall off of my debit card. On January 15, 2025, I called Ferrellgas since the charge hard posted to my checking account and they proceeded to tell me they were unable to process my refund as the bank was denying it due to it being an "ATM CARD" however, if it was an "ATM CARD" my transaction would not have been able to process in the first place. I was instructed to call my bank and ask about them denying the refund. My bank (Central Bank) said the have never heard of the happening and they did NOT deny a refund into my account. Ferrellgas are now telling me that they are only going to be able to send me a check and it will take 4-6 weeks until I receive it. That is just unacceptable. If my debit card was charged, then my debit card should be refunded. Them saying it is an ATM CARD is just absurd. I CANCELLED the order and never received the propane. My debit card should have NEVER been charged in the first place. I called back today, January 21, 2025, and was told there was no update on whether a check had been issued or mailed. I am beyond frustrated and just want my money back into my checking account ASAP. Please help, thank you!
Business Response
Date: 01/28/2025
Please see the attached response.The consumer complaint filed by Christine Hanley 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 the ******** consumer account reveals they own a 1000-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. The account is also set as Pay in Advance, which means that payment must be made to Ferrellgas before the delivery is made.
The delivery order was originally placed on January 12, 2025 after payment was issued for the delivery. **** ****** contacted Ferrellgas later that day to advise that they were 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 site.
The delivery timeframe provided to the ******* was from January 13, 2025 to January 24, 2025. The ******* were wanting to receive an expedited delivery, which could not be accommodated at that time. As such, the ******* cancelled the order and requested a refund of what they prepaid for the delivery. A refund through the debit card used was attempted but could not happen due to the card showing as an ATM card. A reversal was attempted twice, but the error message “Alert! ATM Transaction Declined” showed during both attempts. Since the refund to the card was not possible, a check was issued and has been mailed to the *******.
Thank you for bringing ********* ******** concerns to
Customer Answer
Date: 01/28/2025
I do appreciate their response however my DEBIT card is not an ATM card as they are saying. They would not have been able to charge it in the first place if it was indeed an ATM card. My issue with this whole process is when I called I specifically requested an Emergency fill and they took my money BEFORE they informed me that was not possible at the time. Why offer the service if you are not going to provide it. I sourced Propane elsewhere and called back for a refund. They told me it would never hard post to my checking account and it did. They then told me it would be refunded. It was not. And now they tell me they have issued a check that could take 4 to 6 weeks to receive. They pride themselves on customer service but im not very satisfied. I just want buyers to beware of this issue. Don't offer emergency fills as a service if you're not going to provide it. And don't take the customers' money without telling them you are not going to provide it. We are a farm family, and we do not have a weekly or monthly payment. $1200 is a lot of money for our family to be without for several weeks.
Initial Complaint
Date:01/22/2025
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.
I have gas service with Ferrel Gas. They came out in November to top off my tank, and a full tank should last almost 2yrs based on previous usage history. Two months later in the midst of some of the lowest temperatures we ever get, suddenly my heat isn't working because my tank is empty. I call and request a diagnostic service and refill, as I need both to restore heat but also ensure there isn't an issue that will cause this to happen again. They told me I need to be here for the service call, but can't tell me when it will be, but that I will get a call when he is on the way. After waiting all day and receiving no communication I try calling customer service again, unusual call volumes and I can't get through, leave a call back number. Meanwhile I check my account online only to discover I've been billed for a service call. Someone apparently did come out, but couldn't check the tank for a leak because it's empty. Yes, that's exactly the issue I initially called for, and was very clear about it being COMPLETELY EMPTY. But they chose to schedule the diagnostic BEFORE the fill? And now I'm supposed to pay for it? Not to mention I'm sure they will try to charge me again when they finally deliver gas and are able to come back out for the diagnostic that I will have to reorder. Meanwhile, it's still unclear if the initial tank of gas I had leaked out through some damaged component or the valve simply wasn't closed properly after that last fill. But it's their tank that they are supposed to be responsible for maintaining, so if it's faulty service or faulty equipment that led to me losing approximately $1000 in propane, that also needs to be addressed.
Business Response
Date: 01/30/2025
Please see the attached response.
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:

A review of the account indicates that on January 21, 2025, *** ******** contacted
Ferrellgas because her leased 330-gallon propane container was empty when she had
received propane in November, so she suspected that there was a leak. *** ******** also
placed a propane order since she was out of propane. An emergency work order was
placed, and a Ferrellgas service technician came out later that evening and investigated
the situation. The technician used a small cylinder to pressurize the system in order to
perform a leak test, and no leaks were found. The cost of the emergency service, including
the emergency fee and service labor, was charged to the account pursuant to our
Customer Agreement for Propane Sales and Equipment Rental (the “Agreement”).

Loss of propane can be a sign of a propane leak and is regarded as an emergency. Pursuant
to our Agreement, when an emergency service is required, a technician is pulled off of
their regular route or schedule to complete the service and an emergency fee is applied.
In the interest of customer satisfaction, as a one-time goodwill gesture, the emergency
fee charge has been removed from the account. The service labor fee will remain, and
there is an outstanding balance on the account that must be paid. Further, *** ********
has requested that the leased container be picked up as she has switched to another
provider. The propane order that was placed on January 21, 2025 has been cancelled, and
a work order to pick up the tank has been placed.

Thank you for bringing ****** ********’s concerns to our attention, and I hope the above
resolves any questions or concerns.
Initial Complaint
Date:01/21/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting this complaint on behalf of my 80 year old parents( ***** *** ****** ******** **** ******* ***** ** ************* ***. My father is recently disabled and my mom is the sole care giver They have been loyal customers with Ferrell gas for 40 years. They ordered propane prior to January 1 and still have not received. A truck tried to come two weeks ago but could not make it up the road due to recent snow and ice. My mother has been calling asking them to return because they had their road cleared again. She cannot get anyone to call her to confirm when they can deliver. They have been without heat for a week now and Kentucky temps are in the teens and below. As of today, their pipes have e frozen and still no resolution from Ferrel gas. It is crucial for their safety that I get this resolved immediately. Any damages to their frozen pipes will be handled outside of this complaint through our attorney
Business Response
Date: 01/29/2025
Please see the attached response.Review of ***** ******** parent’s account notes that multiple attempts have been made
to deliver propane, but the weather and driveway conditions make delivering using a
bobtail not an option at this time. On January 23, 2025, 25 gallons of propane were put
into the tank to provide some propane. Another attempt was made on January 28, 2025.
Ferrellgas will continue to work with our customer to try and resolve this situation
Customer Answer
Date: 01/29/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 2*******, and find that this resolution is satisfactory to me.

Sincerely,

***** ******

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Ferrellgas is NOT a BBB Accredited Business.