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

  2092 Water Street Ovid, NY 14521

• 

  Ferrell Gas

  PO Box 247 Ovid, NY 14521

• 

  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:01/21/2025

  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.

  We still have not received our propane tank and we ordering on Jan 5th and it was to be delivered by Jan 17th but we have not received anything. I have called everyday trying to get a date and no one can help me or give me any information. I have paid it and have a credit on my account.

  Business Response

  Date: 01/29/2025

  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,
  talked to the relevant field personnel, and offer the following response:
  
  A review of *** ********* consumer account reveals that he leases a 120-gallon propane
  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 6, 2025. The goal date for the order
  completion was January 17, 2025. Due to the weather and demand in the area, the
  delivery was delayed. On January 23, 2025, 24 gallons of propane were put into ***
  ********* tank to provide some propane as the weather conditions could not allow the
  full delivery to be completed. The delivery was completed on January 27, 2025 with 82.9
  gallons of propane, which filled the tank to 80%. Ferrellgas strives to provide best-in-class
  customer service, and we sincerely regret that *** ******* has felt that he has not
  received that level of service.
  
  Thank you for bringing ******* *******’s concerns to our attention, and I hope the
  above resolves any remaining questions or concerns.
  
  Thank you,
  **** *********

• Initial Complaint

  Date:01/21/2025

  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.

  We were told on three seperate days last week that we would have a delivery of propane on Monday 1/20/2025 as we are running out propane. We even offered to pay additional to get a delivery as the temps are in the teens and my wife has *********** and is affected by the cold in the worse way. Monday came, we ran out of propane, the only heat source and they moved our delivery to Wednesday 01/22/2025. We are hanging for delivery tomorrow and bow it shows that our delivery will be Friday. Calls yesterday and again today are of no use. I find it hard to believe that someone else who is not out of propane couldn't be substituted. I would highly recommend that you don't use this company as they are totally non committal about our situation.

  Business Response

  Date: 01/28/2025

  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, talked to
  the relevant field personnel, and offer the following response:
  
  A review of the **** consumer account reveals they lease two 120-gallon propane
  containers that are connected to a manifold system. 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 11, 2025 after payment was issued
  for the delivery. The delivery timeframe provided was from January 12, 2025 to January
  24, 2025. The delivery was completed on January 22, 2025 with 157 gallons of propane,
  which was within the delivery timeframe. The driver noted that the tank was not out of
  propane as there was 10% prior to the fill.
  
  Our records indicate that the **** placed the delivery order when the propane container
  was between 20-25%. 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.
  
  Thank you for bringing ******* ***’ concerns to our attention and I hope the above
  resolves any remaining questions or concerns.
  
  Thank you,
  **** *********

• Initial Complaint

  Date:01/19/2025

  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.

  Ran out of propane and ordered more on 01/10/2025. Was told that they would deliver as soon as possible. Delivery date was set for 01/17/2025. Delivery date moved to 01/18/2025 at 9 pm on 1/17/2025. On 01/18/2025 my status was updated to "delivery" meaning it was ennroute to be delivered. Some time after 5 pm on 01/18/2025 my order was moved back to scheduling.
  
  We have children in the house and heat is a necessity in Michigan when it's winter.

  Business Response

  Date: 01/27/2025

  Please see the attached response.On January 10, 2025, Mr. ******* *ontacted Ferrellgas and utilized the virtual assistant
  ***y to place an order. The work order was placed on January 13, 2025 with an estimated
  delivery by January 17, 2025. 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.
  Delivery was completed on January 20, 2025 for 437.7 gallons, which is within the 7
  business days delivery timeframe. 

  Customer Answer

  Date: 01/27/2025

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/16/2025

  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 called between Christmas and New Year to order a refill on our propane tank. We were at 20%. We paid $600+ for the fill and was told they would get it scheduled. I checked back online and called and they did not place my order until January 4, 2025. I was given the delivery date of before or on January 14th. Every time I called, they said I would have gas by that date.
  Today is January 16th and I still do not have gas. We have 0% gas now and have had that for two weeks, which we informed FerrellGas of.
  One of the customer service agents said they would expedite it and call me back, but they never did. The person I talked to yesterday* *****, said that everyone has lied to me and said that the date they give you is a target date, not a definite. She also mentioned that it looked like they attempted delivery but our driveway was too icy. I denied that because I work from home and no one has come by and our driveway has been cleared every day by my husband. She also mentioned that it looked like our order was cancelled at one time on accident but retracted her statement after I questioned it.
  Today I was told that the delivery date is unknown at this point and there is nothing they can do.
  I have two children and no propane to from FerrellGas to heat the house.

  Business Response

  Date: 01/24/2025

  Please see the attached response.The delivery order was originally placed on January 2, 2025 after payment was issued for
  the delivery. The propane container was at 15% when the order was placed. 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.

  Customer Answer

  Date: 01/24/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 2******3, and find that this resolution is satisfactory to me.
  
  
  
  Please note that the rank was at 0% when the driver arrived. It had shut off completely and would not heat. Further, we were told previously to wait until 15% before calling. Clearly there are communication issues between customers and Customer Service.

  
  
  Sincerely,
  
  
  
  ****** *****ns

• Initial Complaint

  Date:01/15/2025

  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.

  Paid for propane on 12-30-24. Amount of 851.54. I was told expect delivery on January 5-7 2024. As of end of business day January 14 2024 I still have not received a delivery. I have called company and was told they can not give me a delivery date. I was told they would call me to give me a date. I informed them that upon payment that I was low on propane and they said they would be there before I ran out. No issues. I have been out for 3days. I still have not gotten a response as to a delivery date. As I can’t get hold of someone local and it doesn’t appear that they have any concern for their customers I am filing a complaint. I was never sent invoice to be able to provide it for complaint.

  Customer Answer

  Date: 01/21/2025

  they did fill it for me

• Initial Complaint

  Date:01/13/2025

  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 placed an order for gas to be delivered to my home on November 26, 2024 and paid $269.66 for delivery on December 3, 2024. The gas was not delivered on 12/3, so I called the company and was told that the order was for delivery between 12/3 and 12/13. The gas was not delivered by 12/13, so I called the company and was promised that the gas would be delivered by 12/23, before the holidays. The gas was not delivered. I have called numerous times and can get no answer regarding when the gas will be delivered. The company has stopped taking my calls.

  Business Response

  Date: 01/22/2025

  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,
  talked to the relevant field personnel, and offer the following response:
  
  Ferrellgas strives to provide best-in-class customer service, and we sincerely regret that
  *** ***** has not received that level of service. The delivery order was originally placed
  on November 26, 2024 after payment was issued for the delivery. Due to unforeseen
  circumstances, the completion of the delivery order was significantly delayed. The
  delivery was completed on January 15, 2025 with 75.1 gallons of propane. The General
  Manager for the ******* service area contacted the ****** prior to delivery to discuss the
  delay.
  
  Thank you for bringing ******* ******* concerns to our attention and I hope the above
  resolves any remaining questions or concerns.
  

• Initial Complaint

  Date:01/09/2025

  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 rent a Propane tank from Ferrell Gas and am required to use Ferrell Gas to refill my propane when needed. On December 30, 2024, I called Ferrell gas to report the need for a delivery and prepay over $800.00. My gas was at 32% full at the time of the call. On January 8th, 2025, my gas was still not delivered. I called Ferrell Gas and explained that our night time temperatures were in the teens and we were using a lot of propane. The CSR stated that our fill was scheduled for January 15, 2025. I explained that our tank currently had less than 10% and that we were going to run out of gas in the next couple of days. She did not care. I was told there was nothing that could be done, they were not offering expedited services, it would be in our interest to go buy some blankets and space heaters.

  Business Response

  Date: 01/16/2025

  Please see the attached response.The consumer complaint filed by C**** ********t 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 delivery order was placed on December 31, 2024. Delivery was completed on January
  9, 2025, which is within Ferrellgas’ 7 business days delivery timeframe. As such, Ferrellgas
  considers this matter resolved.

• Initial Complaint

  Date:01/08/2025

  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.

  Ferrellgas failed to monitor my propain and let it run low enough that the regulator froze and my heat stopped working in the middle of the night on 6/7th Jan. I called at 8am on the 7th to schedule a fill and I was told it would be a week unless I paid 150$ for an emergency delivery. I got this money taken care of by states assistance over 24 hours ago. I just called them now and they cannot tell me if it’s scheduled or when it will be. I have a 4mo old BABY IN MY HOUSE! Not angry just want to be very clear the hazard here. I would really like to have heat in my house and hot water.

  Business Response

  Date: 01/15/2025

  Please see the attached response.On January 7, 2025, Ferrellgas was contacted to coordinate a same-day delivery for Ms.
  ********** since she was out of gas. An urgent work order was placed, and the propane
  delivery occurred on January 8, 2025. Ferrellgas’ service technician noted prior to the
  filling that the propane level was at 6%.

• Initial Complaint

  Date:01/08/2025

  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.

  1-3-2025. They filled my completely empty propane tanks and shut them off. Leaving only a note stating: could not light customer pilot light nor do pressure test because CUSTOMER NOT HOME.. I was home and NO attempt was EVER made to walk up my ramp to my front door to knock, ring my doorbell or call or text!!! I am a senior citizen and without a furnace going on a week tonight! I also reported elder abuse

  Business Response

  Date: 01/15/2025

  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, talked to
  the relevant field personnel, and offer the following response:
  Ferrellgas set two 120-gallon above-ground tanks on October 9, 2024. When the tanks
  were set, they were unable to be placed in service as the furnace would not run. The tanks
  were red tagged, and *** ******* was advised to call back after he had his furnace serviced
  so that testing could be completed and the system could be placed in service.
  Ferrellgas returned to *** *******’s residence on November 1, 2024 to perform testing.
  When Ferrellgas’ service technician arrived, *** ******* advised that he took the furnace
  apart and cleaned it then put it back together and lit his own pilot light. Ferrellgas’
  technician performed testing and was able to remove the red tag. Ferrellgas then
  delivered propane on November 15, 2024 and filled both tanks.
  *** ******* placed bulk order deliveries on December 25, 2024 and December 31, 2024,
  but both deliveries were cancelled because no payment had been submitted. On January
  2, 2025, Ferrellgas received a LIHEAP pledge to be added to his account. Order was
  entered, and delivery occurred on January 3, 2025. During the delivery, it was noted that
  the propane tanks were out of gas,so a leak meter was performed. No leaks were present,
  so the tanks were green tagged with a note that stated both tanks were left off, and the
  customer would need to turn them on and light the pilot. Ferrellgas had no indication that
  *** ******* was requesting his pilot to be lit at the time of delivery. After delivery,
  Ferrellgas started receiving emails and calls from *** ******* demanding we come back
  out and light his pilot. Ferrellgas advised *** ******* that we were not going to be
  returning to light his pilot.
  Pursuant to the Customer Agreement for Propane Sales & Equipment Rental, Ferrellgas 

• Initial Complaint

  Date:01/08/2025

  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.

  I am being charged an "emergency call" Sunday rates for a call that only occurred 4 days later after I smelled gas outside a detached garage.
  The district manager called me and said noone will be coming since the odor was not in my house there was no emergency (and no Sunday charge) and someone would come
  the next day. The next day I got an appointment for Wednesday, therefore not an emergency call but a service call. The gentleman who finally came capped the outside line and being it only took him 10 minutes there would be no charge.
  I am being charged $415, and the manager refuses to make an adjustment.
  I am being charged for an emergency call and 1.5 hours for my nonemergency.
  This is not fair as I was told on the phone that I did not have an
  emergency and would not be charged for one. Now I am told what the serviceman told me was incorrect even though he processed no charge on his tablet.
  Shame on Ferrel Gas!!!

  Customer Answer

  Date: 01/10/2025

  I apologize. My late daughter used to help me in all ways. I am 70 years old, widowed 10 years, living on Social Security, just had knee surgery and live alone.

  I have been trying to resolve my issue since October 2024 and I am tired.

  The Ferrell Gas Mississippi manager refused to help me. I was told a $200 surcharge applies to ALL "emergency" service calls, no exception, although he called and said I did not have an emergency, someone would come the next day and I would avoid the emergency fee.The next day the service department called with an appointment several days later or wait an additional week. I had to cancel my doctor's appointment.. 

  The Mississippi technician was lovely said I would not have to pay for his 10 minute visit.

  Yesterday a customer service rep said she would reduce my payment $200 from a "Sunday emergency" call.

  I now owe $201.24.

  I am sorry for any trouble I caused you and will pay this final invoice. 

   

  **** ****