Complaints

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

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• 

  Ferrellgas

  1 Liberty Plz Liberty, MO 64068-2970

• 

  Ferrellgas

  1202 E Patrick St Frederick, MD 21701-3171

• 

  Ferrellgas

  655 Ellicott St Batavia, NY 14020

• 

  Ferrellgas

  10330 W Main St North East, PA 16428

• 

  Ferrellgas

  983 Perry Hwy. Harmony, PA 16037

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:12/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called about a propane leak at least 12 days ago and nobody has shown for repairs I've called them numerous times and told I have a repair listed

  Business Response

  Date: 12/19/2024

  Please see the attached response.J*** ****on contacted Ferrellgas on November 27, 204 because there was a crack in the
  line on one side of the manifold system. Emergency response procedure began at that time,
  but Mr. A**don contacted Ferrellgas later that day because the issue was not an
  emergency. A service te

• Initial Complaint

  Date:11/29/2024

  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 requested a tank fill and they say to request 7 days out. However Ferrel gas wont give a confirmed date for about 2 weeks out unless I pay an extra $100 which sounds like an unnecessary fee. I called in today and the representative was rather argumentative and refused to provide any more specifics, only begrudgingly saying she sent a note to the delivery team that schedules deliveries but not giving any certainty that they would respond.
  
  I don’t want to pay a surcharge for delivery, but can’t wait 2 weeks for delivery. Can you please contact me with a confirmed delivery date and try to prioritize delivery as soon as possible?

  Business Response

  Date: 12/05/2024

  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:
  It is my understanding that on November 29, 2024, a propane order was placed by ***** *****. The delivery was completed on November 30, 2024.
  Thank you for bringing ***** *****’s concerns to our attention and we hope the above resolves the matter but please do not hesitate to contact me with any questions or further concerns.
  Sincerely,

  Customer Answer

  Date: 12/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Sara, this complaint could have been avoided had your team simply been professional and communicative with me. Could you please share any plans you have to improve your service based on this experience? 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:11/19/2024

  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.

  In early 2024 my new home was under construction, and I purchased a new propane tank (personally owned) to supply the residence. A license plumber installed the lines and completed the pressure testing, etc. for the county building department to inspect. All installation passed, and the tank was connected to a SINGLE propane boiler located in the utility room. The house contained NO other appliances that used propane.
  
  In April, 2024 the construction process included the pouring of a gypcrete subfloor that contained hot water piping connected to the boiler. The pouring required that the boiler be fired and the piping be warm for curing of the gypcrete. I contacted Ferrellgas, and a very helpful customer service rep scheduled a fill. On the day of the fill, I received a telephone call from a smart mouthed, arrogant delivery driver who stated he had filled the tank but 'red tagged' it preventing future fills for two reasons: 1st, the shut off was not in the right place and, 2nd, because there were 'no appliances' hooked up. I went through a painstaking process of calling the building inspector and plumbers to verify the system was built properly and that the only propane appliance in the building was connected.
  
  I ultimately requested a written explanation from the driver who 'checked with his boss' and then apologized for being wrong about shut off configurations from the 'county he was from', and not getting off his lazy rear to look inside the utility room for an appliance. He ASSURED me the red tag would be cleared from the system and I would be clear for future fill ups. Now, 7 months later it is 23 degrees and the Ferrellgas system shows the red flag. Two days of phone calls to get remedy and gas fill, and a pressure test that was never performed after this condecending, I am still without a scheduled pressure test or potential fill date.

  Customer Answer

  Date: 11/20/2024

  Please withdraw this complaint, there was a miscommunicaiton that I was not aware of.  

   

  Sincerely

  ******* ******

• Initial Complaint

  Date:10/31/2024

  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.

  October 2024 I called Ferrell gas to get the cost per gallon of propane and ANY all FEES that I would be charged. I was advised of the cost per gallon for propane, exact cost of the two fees, HAZMAT and FUEL SURCHARGE fees. I was given the price for the specified gallons ordered and the two fees above stated, total=$214.37. I then gave the customer service rep my credit card for the propane and two fees above stated to pay in full for the propane/service.
  
  I then asked this cust svc rep for an itemized statement of what I had just paid for by credit card and requested this be sent to my email. The customer service rep said she could not provide an itemized bill/payment. But I could ask for it by calling again, After the delivery.
  
  October 11, 2024 gas tank propane delivery occurred.
  October 22, 2024 I received a statement in the mail.
  
  I called to Ferrell gas October 22, 2024 -- talked with customer service rep *****.
  
  I asked ***** to confirm I owed nothing, that my balance was -0- and it was paid in full, as I expected -- when I called and placed the order. ***** confirm that yes, my balance was -0-, I owed nothing. I had already paid what was due for the service, the 214.37.
  
  Today, I received another statement DATED October 11, 2024 from Ferrell gas stating I have an OVERDUE BALANCE of $19.36!!!! This is for a PROPANE INDEX FEE $17.81 and the TAXES on the PROPANE INDEX FEE $1.55.
  
  At NO point were these charges of PROPANE INDEX FEE AND TAXES on the PROPANE INDEX fee ever mentioned by Ferrell gas.

  Customer Answer

  Date: 11/05/2024

  
  
  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:10/08/2024

  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 purchased my house in 7/2019, It came with a propane tank. I had ferrellgas fill the tank. After 1 year of living here I started to get a bill for use of the propane tank. The tank is not painted ferrellgas colors and it actually has a name on it from a different city in Florida. We have had a man show up twice from Ferrell gas and try to take. Once he came into our privacy gate which is posted, until I stopped him. As far as I am concerned this tank came with the house when I purchased it, and I have never signed a contract with ferrellgas. I have wrote them and asked for proof that they own this tank with serial numbers and have never gotten a reply. I get a bimonthly bill with the amount past due that they want. $541.17 is what they want. I need someone to get this company to leave me alone and quit harassing me.

  Business Response

  Date: 10/14/2024

  Please see the attached response.The consumer complaint filed by *** ****** has been forwarded to the Ferrellgas Legal
  Department for investigation and comment. I have reviewed our records related to the *** ******** propane container and offer the following response as proof of ownership:
  A review of the customer’s account reveals he commenced services with Ferrellgas in
  September 2019, leases a 120-gallon propane container, has our “Will Call” delivery
  service and pays in advance.
  A service letter was sent to *** ****** on October 9, 2019, and the letter states that the
  tank in question is not a customer owned tank but is instead a leased tank with an annual
  rental fee. This letter also included the Customer Agreement for Propane Sales and
  Equipment Rental (the “Agreement”), which is the customer’s agreement with Ferrellgas
  for services we provide. A copy of the Agreement can be found on Ferrellgas’ website.
  The Barcode Audit History was also reviewed, and the audit history notes that each
  customer that has utilized this tank had done so by leasing the tank.
  Propane containers are considered personal property and are not conveyed in a real
  property sales transaction. The tank in question has not been sold to any party and
  remains a Ferrellgas asset. If *** ****** is in possession of a bill of sale for the tank, please
  have him contact the Tampa Bay Service Center so they may review that paperwork.
  The information provided herein is sufficient proof that Ferrellgas is the rightful owner of
  *** ******** propane container
  *** ****** entered into a contract with Ferrellgas when he accepted delivery of propane
  in September 2019 and continues to be entered into a contract with Ferrellgas as the
  leased equipment is still on his property. The Agreement states that the terms and
  conditions of the Agreement constitute a contract that will be accepted when one of the  

  Business Response

  Date: 10/25/2024

  Please see the attached response.*** ******** second rejection has been forwarded to the Ferrellgas Legal Department for
  review and response.
  We appreciate that *** ****** provided the pictures of the tank. We have changed the
  ownership of the tank from a leased tank to a customer-owned tank that is now listed as
  being owned by *** ******. A Bill of Sale is in the process of being sent to *** ****** for
  his records. *** ****** should no longer receive any invoices requesting payment for the
  rental of the tank.
  Thank you for bringing the customer’s additional comments and concerns to our
  attention.

  Customer Answer

  Date: 10/28/2024

  
  
  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:09/23/2024

  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.

  On September 10, 2024, I placed an order for $296.53 for propane. The operator told me it would be delivered by September 17th. On September 16th, I received a voicemail from Ferrellgas stating the delivery would be pushed back 3 days, to September 20th. On September 20th, I received another voicemail that my delivery would be pushed back again until September 23rd. I called and spoke with an operator who said she spoke with a supervisor named ***** who guaranteed I would have the delivery on September 23rd.
  Today is September 23rd and I just received a THIRD voicemail from Ferrellgas saying my delivery has been pushed back to the 26th.
  This company is 20 minutes from my home and I am sure they delivery to others in the area. There is no reason it should take 2 weeks to have propane delivered. I would like the propane to be delivered asap.

  Customer Answer

  Date: 09/24/2024

  
  
  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:09/20/2024

  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 suspected a propane leak from our fireplace in our home in Q2 of 2024. My husband, ***** ********, called and Ferrellgas stated they would have a technician come out and assess the problem. There was no mention of cost, expected payment, or any statement regarding company policies for such problems.
  The technician came to the house, inspected the fireplace and propane tank, and determined there was a leak somewhere (exact location of the leak was not diagnosed), and placed a red tag on our propane tank outside to put it out of service.
  Upon his visit, we received a bill of $338.72. There was no mention of this service costing any money, so this came as a surprise. We have called them multiple times, and they are refusing to find a solution to this bill with us. We do not agree with this bill, as it was not discussed and we find it to be excessive for the services provided by the company.
  We have not paid them yet, and they have sent us letters threatening our credit if we do not pay.

  Business Response

  Date: 09/23/2024

  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:
  Unfortunately, we cannot locate an account under the name ****** ******** and due to
  customer privacy, we cannot provide customer information to a non-party.
  As such, we are currently not able to address ****** ********** concerns. If she is able to
  be added to an existing account as a contact, we would certainly address the concerns at
  that time.
  Sincerely,

  Customer Answer

  Date: 09/29/2024

   
  
  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. My husband informed me he paid the full requested amount by the company, but we will not be doing business with them again.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:09/04/2024

  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.

  date of incident 8/28/2024 :Ferrellgas was scheduled to come to my property on 9/3/2024 to fill my propane tank. I was unaware that they came to fill the tank on 8/28/2024. My son had come by and I asked him to check the gage on the propane tank to make sure I was below the minimum to fill the tank. While we were checking the tank there was an rotting egg smell. I had called Ferrellgas to ask about this and was told that an emergency service call had to be performed. Then I was informed that the tank had been filled that day. Previously Ferrellgas left a tag on the door informing us that the tank had been filled. I have now been informed that after the tank is filled that there is a residual odor that lingers for a few days. Had I known the tank was filled that day I would not have been down there to even smell it. The tank is 200ft from the house. I was not informed that there is an automatic $200 emergency charge plus $129.99 after hour late charge. Had Ferrellgas told me/left a tag on the door the tank was already filled I would not have been down there and would not have smelled the gas and called to ask what to do. The Ferrellgas employee told me to get in the house and not ignite anything and wait for the emergency employee. The Ferrellgas employee made that decision without informing me that the tank was filled that day. $200 fee for making a phone call is ridiculous. I also do not as of 9/4/2024 have a bill for the tank fill.

  Business Response

  Date: 09/10/2024

  Response attached.Ferrellgas in October 2004, owns a 500-gallon propane container, chose our “Will Call”
  delivery service and Net 30 payment terms.
  *** ********* concerns to relate to our standard Emergency fee and labor fee(s).
  A review of this customer’s account indicates that *** ********* propane order was placed
  on August 26, 2024 and delivered on August 27, 2024. On August 28, 2024, the customer
  called Ferrellgas to advise of an odor. At that time, a Ferrellgas representative advised *** ******* of a potential propane leak causing the odor and of applicable Emergency fee and
  labor fees.
  The smell of propane can be a sign of a propane leak and is always regarded as an
  emergency. Pursuant to our Customer Agreement for Propane Sales and Equipment Rental,
  when an emergency service is required, a technician is pulled off of his or her regular route
  or schedule to complete the service and an Emergency fee is applied. If the *** ******* would like a copy of our Current Charges List, she may contact her local service center.  

  Customer Answer

  Date: 10/23/2024

  ferrllgas and i ***** ******* have come to a  settlement  on this complaint. i am satisfied withthe out come .ferrellgas gas company adressed my promblem came to a reasonable solution. ***** *******

• Initial Complaint

  Date:08/30/2024

  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 have Ferrell Gas propane service at my residence. When I signed up with Ferrell Gas more than a year ago, I paid to have a meter installed so that automatic fill service would happen.
  
  On July 11, 2024 the propane went empty, the meter that Ferrell Gas installed was still reading that the tank was 52% full. Ferrell gas sent a tanker truck to fill that evening, and the technician red tagged my system for an apparent leak, when I called for service the following day, I was informed that service personal was scarce and there would be a 6-week wait for repairs. Under further investigation, and after digging out the fill connections, a fill cap was not screwed on (maybe causing the leak).
  
  No one called me for scheduling, I called many time:
  4 times on July 12, got to speak with manager ***, he told me to get another service company, I tried no company will touch another companies red tag.
  July 24
  2 times on July 31
  2 times August 1, 2024, were I was scheduled for service on August 20, 2024 (no show no call)
  August 21, 2024, Finally, got a call back from manager ***, he promised to take care of this even if he had to do it himself. Without him calling me back, I was scheduled for August 29, 2024 between 8AM and 12 Noon, no call no show, until a call at 2;30 stating the truck broke down.
  I still have no propane, no service and no end in sight. I even pre-paid ($453.66) for the service call that has not yet occurred!

  Business Response

  Date: 09/04/2024

  Response attached.

  The consumer complaint filed by *** ********* has been forwarded to the Ferrellgas
  Legal Department for investigation and comment. I have completed my investigation,
  talked to the relevant field personnel, and offer the following response:
  It is my understanding that the customer’s area District Manager spoke with *** ********* and explained the issue with the red-tagged tank. Furthermore, the District
  Manager plans to repair the tank on September 4, 2024 so that we can deliver propane
  before the end of the week.
  Ferrellgas strives to provide best in class customer service and we sincerely regret that
  *** ********* has not received that level of service. Thank you for bringing his concerns
  to our attention and I hope the above resolves any remaining questions or concerns.  

• Initial Complaint

  Date:08/30/2024

  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 am a member of **** ***** Pro rewards. My credit card is registered and when I shop I get pro reward points. I found out I also have to enter my phone number which is already tied to my account to get the 10% discount I am entitled to at checkout. When I buy online, I am told I get the discount as well. I asked customer service if I have been getting my discount and they told me I have to go to the store where I purchased and ask for the adjustment. All my purchases are tied to my credit card which shows in my account online but they are insisting I go to the stores and wait online and ask them to issue me the 10% credit I was entitled to. I am looking for your help in getting me the 10% credits for all my purchases. I have spent thousands of dollars at home depot over the last several years as I have don home repairs and upgrades.

  Business Response

  Date: 09/03/2024

  Response attached.

  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:
  Mr. ***** is not listed as a Ferrellgas customer and is seemingly describing an experience with
  another company. Therefore, we cannot address his concern(s) at this time or without further
  information in relation to Ferrellgas.  

  Customer Answer

  Date: 09/04/2024

   
  
  Complaint: ********
   
  
  I am rejecting this response because:

   

  I am a FerrellGas customer.

  The customer care department has been in contact with me and has indicated they are refunding me the overcharges. as of email I received 9/4/2024

  
  
  
  Sincerely,
  
  
  
  ****** *****