Propane
FerrellgasHeadquarters
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Important information
- 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.
If you've experienced an issue
Submit a ComplaintThe 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:08/13/2024
Type:Billing IssuesStatus: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 updated my heating system in 2020, no longer need gas, ask them to come and get their tank.
Two years later, they sent a big truck, but didn't take their tank, then they have been billing me for tankBusiness Response
Date: 08/15/2024
Response attached.
Dear Ms. *****:
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:
The customer’s concerns relate to an untimely tank pick-up.
Our records indicate that multiple attempts to pick up the tank were unsuccessful due to
the location of the tank that was originally set prior to the house being built.
On August 14, 2024, Ferrellgas was able to pick up the tank with the assistance of Mr.
***** by dragging the tank out.
Thank you for bringing the customer’s concerns to our attention. We wish them well in the
future. Please contact me if you have any questions.
Thank you,
***** ******
Sr ParalegalInitial Complaint
Date:08/06/2024
Type:Billing IssuesStatus: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.
In December 2023 we had our first tank delivery and 3 weeks later the meter showed we were almost empty. We had never gone through that much propane before with our own smaller personal tanks, even in the coldest winters. I was concerned there was a leak with the new tank setup and called Ferrell Gas expressing concern and requested a fuel delivery as soon as possible. The woman I spoke to said they do not offer emergency fuel deliveries but she would put me on the schedule for the next delivery route to that area (the KOA in Pasco, WA) and I would get delivery within the next 2 weeks if they can get out there sooner. She said a technician would come out to check if there is a leak and I asked that they let us know when someone will be there so we may talk to them, she said they would call us. Two days later I called their office again to see if there was an update on a possible sooner delivery and was informed the tank was filled for us, and the technician was already out there and reported there was no leak. Two weeks later I receive a bill in the mail for approx. $350 for technician service fee and an emergency fill-up fee. I called their office about it and stated I was never informed of any fees for the technician to come out, that he did not let us know he was out there, and that I was told there were no emergency deliveries, they would just get to me when in our area next. This woman said the calls were recorded and would have it reviewed because they are required to inform customers of fees and would see about a refund if they did not tell us on the phone of the fees. I call back 2 weeks later and was informed they did not have anything pending for me or notes regarding the issue and recordings were deleted at 30 days so now it is too late to review but the best the could offer was remove part of the fee if I paid remaining in full. So I did. We are sure now there was a leak then and they were dishonest because that propane fill last until we moved in July.Business Response
Date: 08/13/2024
August 13, 2024
Complaint Specialist
BBB of Greater Kansas City
Subject: LaPlante, Glenn; Complaint No. ********
Dear Complaint Specialist:
The consumer complaint filed by *** ******** (account holder) 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:
*** ********** concern relates to leak test billing.
On December 14, 2023, a propane tank was set for the customer. At that time, the tank was
filled with 15 gallons of propane. On December 15, 2023, Ferrellgas filled the tank with
81 gallons of propane.
On January 18, 2024, the customer called Ferrellgas and reported that he smelled propane
and thought there might be a leak. The smell of propane is often the first detected symptom
of a leak and is treated as an emergency. Our technician arrived the same day and found no
leaks.
Per our Customer Agreement, which *** ******** was a party to, he is required to maintain
and pay all expenses for maintaining the System including, but not limited to, our standard
Emergency Fee and Service Work Charges.
For customer satisfaction, a credit of $229.77 was credited but the customer had paid
already and was erroneously not sent a reimbursement. As of today’s date, the credit
reimbursement has been initiated and *** ******** should expect to see that reflected on
his next card (that he used to pay) statement.
Ferrellgas strives to provide the best in customer service and we regret that *** ********
did not receive that level of service. His complaint has been forwarded to the relevant field
management for further training if deemed necessary.
Thank you for bringing the customer’s concerns to our attention. Please reach out with any
questions or further concerns.
Sincerely,
***** ******
Sr ParalegalInitial Complaint
Date:07/23/2024
Type:Service or Repair IssuesStatus: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.
Today Ferrellgas took my propane tank. We have lived in this home for just over a year now and they repoed the tank for non-payment. I paid for the propane in this tank during my real estate transaction. I also received no notice of repossession via mail which I was told by customer support was sent. Funny, I never even had an account and was told the tank was serviced by Bailey Propane. The employee who took the tank would not speak to me until I chased him down the road in my truck. I then called Customer Service to rectify this, stating that if they didn't bring the tank back, I couldn't cook. I will admit, I lost my temper, and said some things I will certainly apologize for. My fiance has reached out to the local office this afternoon, and nothing. WE PAID FOR THE PROPANE IN THAT TANK! I was told they would escalate this to the highest priority and return my tank this evening. It's 5:16 and I'm eating cold cereal for dinner because of this. Seriously, not cool. I want my tank back!Business Response
Date: 07/31/2024
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:
*** ****** expressed concerns related to a tank pick up.
Ferrellgas picked up the tank at *** ******’s residence upon the request of the prior request of
the previous homeowner and prior to knowing that *** ****** was the new home owner. Upon
clarification, Ferrellgas created a customer account for *** ******, set another propane tank with
70 gallons of propane (amount remaining upon pick up), free of charge.Initial Complaint
Date:07/22/2024
Type:Billing IssuesStatus: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.
Ferellgas wants to lock my tanks for failure to pay my bill. I have been a customer at this residence since 2019, with no rental charges. Suddenly in 2023 on April 27 I was billed $99 per tank, for a total of $396 for tank rental for 4 tanks for the year. I had never been charged anything before and haven’t been charged anything this year. After many conversations with customer service it was agreed that $100 would settle my bill, which I paid on January 5, 2024. Now I’m being told I still owe more which I have refused to pay. Would you look in this?Business Response
Date: 07/31/2024
Response attached.
The consumer complaint filed by ******* ******** has been forwarded to the Ferrellgas
Legal Department for investigation and comment.
The customer is concerned with rental fees.
*** ******** is a member of a Co-op in which the contract states that Ferrellgas reserves
the right to charge annual tank rental to any customer who does not purchase at least one
times the water capacity of their tank within a 12-month period.
Our records reveal that prior to March 2023, the customer had not received a propane
delivery from Ferrellgas since 2019 and thus, he was charged tank rental.
For customer satisfaction, a reversal of the cooking tank rental has been initiated. However,
the remaining tanks’ rental fees will remain, pursuant to the above referenced contract.Business Response
Date: 08/13/2024
August 13, 2024
Complaint Specialist
Better Business Bureau
Subject: ******* ******** – ********
To whom it may concern:
On or just after the date that *** ******** commenced services with Ferrellgas, he would
have received a customer welcome packet, via U.S. Mail, which is sent to all new Ferrellgas
customers, that included, among other things, a hard copy of our Customer Agreement for
Propane Sales & Equipment Rental (“Agreement”).
The Agreement states: “The terms and conditions of this Customer Agreement constitute
a contract that will be accepted by you when one of the following first occurs: (1) you
request or accept delivery of propane, service or equipment from us; (2) you permit
equipment leased from us to remain on your property for more than thirty (30) days after
your receipt of this Agreement; or (3) you do not contact Ferrellgas in writing within thirty
(30) days after your receipt of this Agreement and terminate service. “
If the customer would like another copy of this Agreement, it is on our website and may
be accessed at the following link:
*******************************************************************
Please let me know if you have any further questions or concerns.
Sincerely,
***** ******
Sr ParalegalCustomer Answer
Date: 08/24/2024
Again, they never answered my question , why wasn’t I charge tank rental fees in 2020, 20,21, 2022?
Initial Complaint
Date:07/21/2024
Type:Billing IssuesStatus: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.
Ferrelgas cut an electrical line when
installing a propane tank,
They did not inform me
I had to pay an electric company to
repair it.
I have filed two complaints and
They have not responded.Business Response
Date: 07/30/2024
Response attached.Initial Complaint
Date:06/03/2024
Type:Service or Repair IssuesStatus: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 purchased a house in 2021 that had a propane tank for fuel. There are no distinctive markings or serial numbers on the tank. I called Ferrellgas prior to filling the tank to determine if they owned and filled the tank, they declined having any record of my residence in their system. I have never in 3 years received any communication or billing for a leased propane tank from Ferrellgas. I had another provider fill my tank in 2023. On Wednesday May 29, 2024 I have video proof of a Ferrellgas employee driving up and stealing my propane tank without any knock on the door, or attempt to notify me, the homeowner of any reason to steal my tank. There was no notice left or anything. All attempts at phone calls to Ferrellgas have been unanswered and there is no one at the local office to talk to. I will be taking this to civil court to be refunded the amount of my stolen propane and tank.Business Response
Date: 06/14/2024
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:
Our records reveal that due to an overdue balance and an unactive account, Ferrellgas picked up
the propane container that our system listed as leased. However, it is my understanding that the
customer and Ferrellgas management resolved this matter on June 4, 2024 and the tank was
reset.
That said, Ferrellgas strives to provide best in class customer service and we regret that Ms.
Marshall feels she did not receive such a level. If she still has un-resolved concerns, we would be
happy to address them.Initial Complaint
Date:05/23/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife and I are elderly. I am 76 and she is 82 and are on a fixed income mainly from social security. We budget to be able to meet our financial obligations. We simply cannot afford to increase our monthly payment from $123.02 per month to $251.21 per month. Our understanding with this company was that we would pay $123.02 per month and we're devastated to have received this huge increase. This is a financial and emotional blow and we don't know how we can do this. I called the company and they are not willing to adjust this billing so we would really appreciate your help to determine if there is any way we would be able to keep the $123.02 payment per month.
Last year we were told we weren't using enough propane to be on Ferrellgas's budget payment plan so this year we ran out in April and ordered another tankful and now they say we're using too much. You just can't win with this company. We would appreciate it if we could pay the $123.02 each month. Thank you for your help.Business Response
Date: 05/24/2024
Response attached.Initial Complaint
Date:05/15/2024
Type:Order IssuesStatus: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: When I signed up for this service there was no mention of a tank rental fee. Last year and this year they have charged me such a fee and have threatened to remove my tank if I did not pay it. Their excuse is I do not use enough propane to cover their time. 2: They have also charged a platinum plus fee to get the best propane rate. Once again this was never mentioned in the original sign up for this service. ( Deceptive and hidden costs.) 3: Now they have sent me a bill saying they could not get their money from my account. This is the same bank account I have used for 3 plus years since I signed up and nothing has changed. I believe they are covering up negligence on their part of hacking or just plain poor bookkeeping. I am 67, disabled and on a fixed income. I do not have time for their games and discrimination against me for the amount of gas I use yearly. I have paid them over $600 dollars each year. If they dont want my business I suggest they come and pick up their tank and credit me for the unused gas in the tank. I have called them more than once only to be threatened with a poor credit report and no more service.Business Response
Date: 05/18/2024
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:
A review of *** *******’s consumer account reveals he commenced services with Ferrellgas in
April 2020; leases a 500-gallon propane container; chose our “Will Call” delivery service and Net
30 payment terms.
*** ******* is concerned about his tank rental fees, Ferrellgas’s Platinum Plus program fee and a
recent invoice.
Our Master Agreement for Propane Sales and Equipment Rental (“Agreement”), to which Mr.
******* is a party to, states the following regarding our minimum purchase requirements, “If you
lease your Tank from us, you agree to purchase from us a volume of Propane at least equal to two
times the water capacity of your tank each 12-month period following your first delivery of propane
(the “Minimum Volume Requirement”), unless you have reached a different arrangement with us.
If you fail to purchase your Minimum Volume Requirement, we may, at our option, either terminate
this Agreement and cease delivery of propane to you, adjust the daily price of the Propane we
deliver to you, or charge you a Low Usage Fee, and/or increase your Tank Rent to reflect your low
usage”.
A list of *** *******’s completed propane deliveries is below. As you will see, he is not meeting
the Minimum Volume Requirement, thus his annual tank rental has increased; however, he has not
been charged a Low Usage Fee.
In available markets such as *** *******’s area, Ferrellgas residential customers are given the
opportunity to join a preferred customer program called “Platinum Plus”. This program serves to
provide our Platinum Plus customers with a guaranteed propane price for a 12-month period, but
in order to participate and receive the special bulk pricing rate, customers must be a Platinum Plus
member and pay a membership fee. Memberships in our Platinum Plus program begin each July
and automatically renew yearly. Members are notified 30 days prior to the beginning of any renewal
period to give them time to consider whether they want to continue to participate in this program.
In regard to the Platinum Plus program and corresponding fee that *** ******* mentions in his
complaint, attached is his most recent Platinum Plus program agreement. If *** ******* no longer
wishes to be a Platinum Plus member, he should contact his local service center at ###-###-####
prior to the next renewal.Customer Answer
Date: 05/20/2024
Complaint: 21716778
I am rejecting this response because: I have never been to their office, nor have I signed anything. When I acquired their service they knew I was living in the mobile home by myself most of the time. There is no way I could possibly waste or use 400 plus gallons twice a year. I remember talking to them concerning this, only to have them take advantage to see how little work they can do and how much money they can make. I asked them to remove my tank last year and was told thy could not because of the weight of the propane. That is not my problem, they are the ones who filled it up. I want my tank removed immediately and to be credited for the propane in the tank. If this is not done by Friday May 24, 2024 I will start back charging a monthly rental fee to Ferrel gas on a monthly basis . I will be happy to set up a court preceding at the Tazewell Court system and invite everyone in their office for a morning talk with the judge.
Sincerely,
**** *******Business Response
Date: 05/22/2024
Response attached.
The consumer rejection 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 *** *******'s consumer account reveals he commenced services with Ferrellgas in April 2020; leases a 500-gallon propane container; chose our "Will Call" delivery service and Net 30 payment terms.
*** ******* is further concerned about the Minimum Volume Requirement and has requested that Ferrellgas pick up our equipment.
When *** ******* commenced services with Ferrellgas, he received a Customer Welcome Packet that also encloses our Master Agreement for Propane Sales and Equipment Rental ("Agreement"). Attached is a copy of the Customer Welcome Packet cover letter to *** ******* (redacted for customer privacy).
In regard to our Minimum Volume Requirement, the Agreement states the following: "If you lease your Tank from us, you agree to purchase from us a volume of Propane at least equal to two times the water capacity of your tank each 12-month period following your first delivery of propane (the "Minimum Volume Requirement"), unless you have reached a different arrangement with us. If you fail to purchase your Minimum Volume Requirement, we may, at our option, either terminate this Agreement and cease delivery of propane to you, adjust the daily price of the Propane we deliver to you, or charge you a Low Usage Fee, and/or increase your Tank Rent to reflect your low usage".
As previously mentioned, *** ******* is not meeting our Minimum Volume Requirement. If *** ******* is interested in a downsize in his tank, he should contact his local service center to discuss his options.
Lastly, the customer mentions a tank pick up request. He will need to contact his local service center to request and schedule a tank pick up as that service is dependent upon a variety of factors including ground condition(s).
Thank you for bringing the customer's concerns to our attention. Please contact me with any further questions or concerns. Thank you.
Initial Complaint
Date:05/14/2024
Type:Customer Service IssuesStatus: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 have called five times and sent one email since April 2nd, have had an emergency order submitted and multiple messages sent to, what I was told, the appropriate managers and I have not received a return call or email to discuss or resolve the issue. There was damage done to my neighbors property during a Ferrellgas delivery on January 11. The delivery was scheduled to be made on Friday, January 5, 2024. I received a message on Monday, January 8, 2024 saying that the delivery could not be made on 1/5/24 because the driveway was not plowed. The driveway was clear, because there was no snow on the ground. I called on 1/8/24 and could not get anyone to speak to. I did a live chat and set up another delivery. Propane was delivered on January 11, 2024. It did snow between 1/9/24 and 1/11/24. Driveway was plowed the morning of 1/11/24 and it was clear for the delivery. When the propane was delivered the driver drove down the neighbors lawn instead of our driveway doing the damage. We received pictures from the neighbor as they were upset about the damage. We did not fully know the damage until the snow melted and we were able to see it in person. As you can see from the pictures attached the gravel driveway was plowed, it has markers down the left hand side as well as snow banks on the sides from plowing. The other pictures show the damage once the snow is gone. There are deep ruts in the grass. We have spent hours trying to fix the ruts because the neighbors are so upset and I have not heard back from the company. The lawn now needs fill and seed for it to be completely fixed.
We are now in the process of getting a quote to have the lawn repaired. We are requesting that Farrellgas pays to have the lawn fixed.
Business Response
Date: 05/15/2024
Response attached.Business Response
Date: 06/03/2024
Response attached.
The consumer complaint filed by *** ****** has been forwarded to the Ferrellgas Legal
Department for investigation and comment. I have completed my investigation, talked to
the relevant field personnel, and offer the following response:
Our records reveal that on May 24, 2024 a Ferrellgas adjustor spoke with *** ******
regarding the damage claim. It was then identified that the correct claimant was not *** ****** but rather her neighbor. It is my understanding that the claim has been resolved
with the correct claimant.
Thank you for bringing *** ******’s concerns to our attention. I hope the above resolves
any remaining questions or concerns.Customer Answer
Date: 06/04/2024
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:05/08/2024
Type:Delivery IssuesStatus: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 Scheduled fuel deliveries for my greenhouse commercial account on the 24th of April. Still no delivery as of may 8th. ***** ****** stated he would get done in 1-2 days. Did not come through. Told me I should cover my plants. I would like a phone call from someone who can do something about it. I am trying to reach someone who can help us.Business Response
Date: 05/09/2024
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:
Unfortunately, we cannot locate an account under the name ******* ******** and due to
customer privacy, we cannot provide customer information to a non-party.
That said, we are currently not able to address *** ********** ********. If she is able to be added
to an existing account as a contact, we would certainly address the concerns at that time.
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