Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  01/28/2025

  close as resolved

• Initial Complaint

  01/15/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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 response

  01/21/2025

  they did fill it for me

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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 response

  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. 

   

  **** ****

• Initial Complaint

  12/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ** I had an agreement with someone at Ferrell gas to pay 201.33 each month on a 800 dollar bill for gas that I got in October 2024. My income is social security. I get paid the 4th Wednesday of the month when I pay them the $201. They call here two or three times each month which I don’t answer. Now they will not deliver me gas until I pay the remaining balance of &400 plus. I will pay them the amount I agreed to of $201 for this month and I will owe $201 plus. The account is in my husbands name but I pay the bills. The lady I talked to yesterday was nasty with me so I got nasty back to her. She told me I wasn’t on a payment plan. When we run out of gas I guess we will just freeze to death. If they don’t want our business take the tank off our property.

  Business response

  01/02/2025

  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:
  The ******* account is set as a Net 30-day account, which means that the customer must pay for the propane within 30 days of receiving propane. When **** ***** contacted Ferrellgas to place her propane order, there was an outstanding balance on her account that was older than 30 days. As such, the propane delivery was not scheduled. Ferrellgas’ records do not indicate that the ****** were on a payment plan.
  Upon receiving this complaint, relevant field personnel were contacted, and a case has been opened with the payment arrangements department so that a formalized payment plan can be arranged. Attempted contact with the ****** occurred on December 27, 2024, and a voicemail was left. Once contact can be established, a payment arrangement will be made to pay off the balance and a delivery order will be entered.
  Thank you for bringing ****** *****’s concerns to our attention. Please reach out with any questions or further concerns.

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2023, I had Ferrellgas come out and do a site survey for a future propane tank install. During the site survey, I asked them if they would be able to hook up the propane tank to my RV and they said yes they could hook the new tank to my RV. It was late in the season / year, so we were unable to get the tank installed in 2023. In 2024, I had Ferrellgas install the tank as planned during the site survey and I had the tank completely filled. I then asked them to hook up the new tank to my RV. I was told that due to a new corporate policy, they cannot connect the tank to my RV. As a result, I paid for the installation of a propane tank, fees on it, installation, and filled the entire propane tank.... a tank that I can't use now at all, since my RV is the only unit active on the site so far. I would like Ferrellgas to connect the propane tank to my RV, so I can use the services, gas, and tank that I had installed. For me, this presents a significant issue, since I live about a 1/4 in the woods, down a road that is very difficult to travel in the winter time and so I have a hard time getting propane trucks down here. So the installed propane tank was to be my source of propane for the entire winter ahead, but instead I now have to purchase / use a much smaller propane tank that is installed and it is hard to get that filled during all the snow storms... so this presents quite the problem for me and really ruins my plans to heat my RV for my family this winter. I would like Ferrellgas to come connect the propane tank to my RV as we had planned during the site survey. A corporate policy introduced after my site survey should not be impacting me.

  Business response

  12/27/2024

  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, talked to relevant field personnel, and offer the following response: Ferrellgas does not typically work on connecting RVs to larger propane containers such as the 1,000-gallon propane container that was set. The General Manager for the Schroeders’service center contacted *** ********** regarding this issue and has decided to make an exception. *** ********** and the General Manager have established a plan of action regarding the next steps. As such, Ferrellgas considers this dispute resolved. Thank you for bringing ******* *********’s concerns to our attention and I hope the above resolves any questions or concerns

  Customer response

  01/20/2025

  Ferrellgas was exceptional in their response to this issue! We really appreciate it! They contacted us immediately, sent out a technician, the tech connected our RV to the propane tank and everything worked perfectly! It really helped us out greatly! Shortly thereafter we were hit by -40 windchills and several feet of snow making our road impassable to propane trucks and Ferrell connecting us helped our family have heat throughout this! I can't thank them enough!

• Initial Complaint

  11/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  11/20/2024

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

   

  Sincerely

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

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

  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 response

  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,
  
  ******* ******

*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. ↩