Complaints

• Initial Complaint

  04/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see attached On Jan 28 I called and told ****** to send 300 gal of propane and she said I'll get it to you Thursday the 4th of Feb 2022 I ran out of propane on Sun the 31st of Mar and I got her on the phone and told her I was out of gas. ****** said I''ll get it to you tomorrow the 1st of Feb 2022. Well there is 2 things wrong with that one thing is the dirver ***** he is always around close by and the gage on the tank dose not work. ***** said he put 300 gal in it, I was standing there and it did not reg 300 gal ***** said he put 300 gal in it I took his word for it. ***** in Peoria ILL said he did never here of a delivery chg and I don't think I owe them a delivery charge and did not see anybody do any work around here and you can tell her the bible says all lires will have there part in the lake of FIRE and I wouldn't want to be in her shoes.

  Business response

  06/15/2022

  The consumer complaint filed by Mr. ****** 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:
  
  Mr. ****** is concerns relate to billing.
  
  A breakdown of the balance on Mr. ******** account is below.
  
  Leak Test - 1 hour service labor charge and fuel surcharge fee: $103.54
  Late Charge $0.20
  Late Charge $0.25
  Late Charge $0.35
  
  On April 27, 2022 we credited Mr. ******** account for the expedited delivery fee (entered
  as a one day fee of $100). We regret the confusion and frustration this has caused Mr.
  ****** and as of today’s date, we have initiated the removal of the late charges.
  
  Thank you for bringing Mr. ******** concerns to our attention. We look forward to serving
  his propane needs in the future.

  Customer response

  06/23/2022

  ***** was already here. I reject that the paralegal says they have to charge for gas and this and that. They didn't do anything. ***** was already here and it took him 3 minutes to check for a leak and he said I didn't have a leak. It didn't take him an hour. He was already here doing other work. He checked for the leak while he was putting gas in the tank. They shouldn't charge me for coming out because ***** was already here. 

  Business response

  06/23/2022

  The reply to our response, filed by Mr. ******, 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:
  
  Mr. ****** is concerns relate to billing, particularly the service labor charge that we
  outlined in our response to his complaint.
  
  Our Customer Agreement for Propane Sales and Equipment Rental, which Mr. ****** is a
  party to, outlines all Ferrellgas fees and charges. However, in an effort of good faith, we
  have waived our standard service labor charge and fuel surcharge fee: $103.54.
  
  Thank you for bringing Mr. ******** concerns to our attention. We look forward to serving
  his propane needs in the future.
  

  
  

• Initial Complaint

  04/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Past homeowner owed them money, so they shut off my propane tank without any warning and i had just filled it through another company because when I bought the house I was told nobody owned it. They are still trying to make me pay for coming to unlock it but I had no warning and I do not owe them money.

  Business response

  04/27/2022

  Response is attached.

  The  consumer  complaint  filed  by  Mr.  ********  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 Mr. ********** consumer account reveals he commenced services with Ferrellgas in 
  April 2022, leases a 500-gallon propane  container, chose Will Call delivery service and Pay In 
  Advance payment terms.  
   
  Mr. ********** concerns relate to a unlock fee. 
   
  Mr. ******** has been advised by our Customer Service Specialist that Ferrellgas has waived the 
  unlock fee and removed our standard service fee. His account has a balance of $0.00.  
   
  It is our understanding that Mr. ******** was not made aware that the equipment is leased from 
  Ferrellgas. However, for future knowledge, it is important for him to be aware that our Customer 
  Agreement for Propane Sales and Equipment Rental, to which he is a party, states the following: 
  “You will not permit any Propane or other product to be delivered into the Rented Equipment by 
  anyone other than us.”  
   
  Thank you for bringing Mr. ********** concerns to our attention. We value his patronage and we 
  look forward to serving as his propane provider in the future.   

• Initial Complaint

  04/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The rental fee on their tank rent went from $12.98 to $108.50. Their rates are 27 cent per unit more than the competition and their tank rent is double the competitions. When we inquired about changing companies they told us the cost to switch would be between $200 and $300 making it to costly for us to be able to change. I believe increasing the tank rent that much is if not illegal then surely a deceptive business practice aimed at cheating their customers

  Business response

  04/15/2022

  The consumer complaint filed by Ms. ********* 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 Ms. *********** consumer account reveals she commenced services with Ferrellgas
  in May, 2016; leases a 250-gallon propane container; chose our “Will Call” delivery service and
  has chosen pay in advance payment terms.
  
  Ms. ********* is concerned about an increase in tank rental.
  
  Our Master Agreement for Propane Sales and Equipment Rental, to which Ms. ********* is a
  party, 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”.
  
  Our records indicate that while Ms. ********* has ordered propane in the last few years, she is not
  meeting the Minimum Volume Requirement for their 250 gallon leased tank, thus their annual tank
  rental has increased.
  
  In speaking with the local field managers in Ms. *********** area, we are going to rebill the tank
  rental for 2022 down to $50.00. This is a gesture of good faith to let Ms. ********* know that we
  truly appreciate her patronage. However, when yearly tank rental bills for 2023, it will be at the
  new amount of $108.50 unless Minimum Volume Requirements are met.
  
  Thank you for bringing Ms. *********** concerns to our attention. We hope this resolves the
  matter.
  

  
  

   

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a tank of propane and rented a tank from Ferrell gas co in 2019 for emergency use. Now they are going to come and get my tank because I haven’t purchased anymore gas. They are going to charge me 89 dollars for a pick up fee and take all the gas that’s left in the tank. I have already paid for the gas left in the tank and I have always paid my tank rent on time.

  Business response

  03/29/2022

  Ferrellgas response attached. 

  The consumer complaint filed by Ms. ******* 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:
  
  Ms. ******* leased a 120 gallon propane container with will call delivery service and pay in advance
  payment terms.
  
  Her concerns relate to the pickup of her propane container.
  
  With regard to her concerns, the Ferrellgas Master Agreement for Propane Sales and Equipment
  Rental, to which Ms. ******* is a party, 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”.
  
  Our Customer Agreement also states the following:
  
  “Service may be terminated under this Agreement without cause by either you or
  us delivering written notice ten (10) days prior to termination … If service is
  terminated, in addition to any other remedy we may have, we may adjust or
  disconnect the equipment to stop withdrawal of Propane from any Tank, pick up
  any Rented Equipment and repossess and dispose of any Propane left in the Tank.
  You will be charged a “Tank Pick Up Charge” and other applicable charges as set
  forth on the Current Charges List as in effect at the time of termination. You may
  be entitled to a credit or refund for any Propane which remains in the Tank,
  subject to tank pump out and pick-up charges and other charges specified in the
  Current Charges List. In the event that we determine, in our sole discretion in
  accordance with our internal policies, to provide a refund for Propane remaining
  in the Tank, the refund will be applicable only to Propane that we resell and the
  refund shall be based on the lower of the price at which you purchased the Propane
  or our current daily price for the Propane at the time that we take possession of
  the Propane.”
  
  Ms. *******’ last propane order was in September, 2019.
  
  Thank you for bringing Ms. ******* ’s concerns to our attention.
  
  We thank the customer for her patronage and wish her well in the future.
  

  
  

  Customer response

  03/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *** *******

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter today, 3-21-22, telling me I have not had my propane tank refilled since 4-2-2019. They said they require at least 2 refills per year (or 12 month period) as required by the lease agreement. However, I was not told anything about this before. I have had the tank for at least 30+ years and paid a lease payment all that time. Latest payment, check #**** for $73.14, was made on 2-12-22. It has been that amount for several years. Called them today and was told they are going to come and pick up the tank which still has 60% full on the gauge, approximately $200.00 at least. They will not give me credit for the gas in the tank nor refund the $73.14 paid for the lease for the next year. I used to use quite a bit of gas but have not for several years. I don’t remember ever filling it more than 1 time a year, no one ever said anything about it before now. At least I think they should let me keep the tank until my year lease has run out, which I have already paid for so I have the opportunity to use up some more of the gas in my tank. I hope you can do something for me. Thank you, ***** ******* ******* ********* with Ferrellgas

  Business response

  03/29/2022

  Ferrellgas response attached.

  The consumer complaint filed by Mr. ****** 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:
  
  Mr. ****** leased a 120 gallon propane container with will call delivery service and pay in advance
  payment terms.
  
  His concerns relate to the pickup of his propane container.
  
  With regard to his concerns, the Ferrellgas Master Agreement for Propane Sales and Equipment
  Rental, a copy of which may be found on our website and to which Mr. ****** is a party, 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”.
  
  Our Customer Agreement also states the following:
  
  “Service may be terminated under this Agreement without cause by either you or
  us delivering written notice ten (10) days prior to termination … If service is
  terminated, in addition to any other remedy we may have, we may adjust or
  disconnect the equipment to stop withdrawal of Propane from any Tank, pick up
  any Rented Equipment and repossess and dispose of any Propane left in the Tank.
  You will be charged a “Tank Pick Up Charge” and other applicable charges as set
  forth on the Current Charges List as in effect at the time of termination. You may
  be entitled to a credit or refund for any Propane which remains in the Tank,
  subject to tank pump out and pick-up charges and other charges specified in the
  Current Charges List. In the event that we determine, in our sole discretion in
  accordance with our internal policies, to provide a refund for Propane remaining
  
  
  
  
  in the Tank, the refund will be applicable only to Propane that we resell and the
  refund shall be based on the lower of the price at which you purchased the Propane
  or our current daily price for the Propane at the time that we take possession of
  the Propane.”
  
  And with regard to tank rental:
  
  “Rental payments will not be credited, refunded, or prorated if service terminates
  before the lease term expires.”
  
  Mr. ******’ last propane order was in April, 2019.
  
  Thank you for bringing Mr. ****** ’s concerns to our attention.
  
  We thank the customer for his patronage and wish him well in the future.
  

  
  

  Customer response

  03/31/2022

  I've had this tank for 30+ years and have no knowledge of ever signing anything agreeing to these terms. Do you have documentation with my signature agreeing to these terms? Are these terms new?

  I paid the rent on it and then two weeks later they sent me the letter that they're taking it away. The least they could do is refund me for that.

  Business response

  03/31/2022

  Ferrellgas response attached.

  As a gesture of good faith, Mr. ******** recent tank rental payment has been removed from his
  account.
  
  And with regard to Mr. ******** questions regarding his agreement with us, a copy of our Master
  Agreement for Propane Sales and Equipment Rental may be found on our website.
  
  It states in part:
  “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 a delivery of propane, service or equipment from us; or (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.”
  
  Thank you for bringing Mr. ****** ’s concerns to our attention.
  

  
  

  Customer response

  04/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:They said I am a party to this agreement, do they have a document signed by me? I do not have any memory of this at all, nor anyone telling me about this requirement. It has been 30+ years since I have been using them as my supplier. The only thing I have gotten from them has been tank rent notices. I think it is bad of them to wait until I paid my rent for this year, less than 2 weeks before they sent me a notice about taking the tank back, then not willing to refund my rent payment.  If I have not gotten enough gas since April of 2019, someone should have notified me before now. Don’t you think?
  
  Regards,
  ***** ******

• Initial Complaint

  03/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Ferrellgas in November to have my tank filled. They said it would be $422 and change for the fill. I sent a money order for $425 which they received on November 19th, they never came to fill my tank I've been waiting for over a month for a refund on my account. They said it would be 4 to 6 weeks before I see a check they had my money for 4 months I didn't get any service from this I just want to refund as soon as possible I need the money.

  Business response

  03/24/2022

  Please find attached a response from Ferrellgas in the matter of the ****** ****** consumer complaint.  Thank you.

  The consumer complaint filed by Mr. ****** 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:
  
  A review of Mr. ******** consumer account reveals that he commenced services with us in October
  2020, he has a leased, 500 gallon propane container with will call delivery service and pay in
  advance payment terms.
  
  Mr. ******** concerns relate to a payment sent in for a propane delivery.
  
  Our records indicate that Mr. ****** called for a propane delivery on October 21, 2021, but at the
  time he called, he did not have a way to make a payment. As a pay in advance customer, an order
  for propane can’t be placed on Mr. ******** account until payment is received. Ferrellgas received
  a money order for $425 from the customer that was received on November 19, 2021, but Mr.
  ****** never followed up with a phone call to place his order. He subsequently asked for his
  money to be refunded in February.
  
  A check was mailed out to Mr. ****** on March 18, 2022 in the amount of $425.00 and should be
  received by the customer in the next 7-10 business days.
  
  Thank you for bringing Mr. ******** concerns to our attention. Please let me know if you have
  any further questions.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been an automatic fill customer of Ferrell Gas since 2017. Propane runs our heat, hot water, and cooking stove. On 1/6/22, we received a propane deliver of 89 gallons and were charged $185.16 (Account number: *********. Bill reference number: **********). At the time of that delivery, our tank was marked at 70% full, then the 89 gallons were added. We have a 500 gallon tank. We traveled out of town for a funeral from 1/28/22-1/31/22. When we arrived home at 3:30 pm on 1/24/22 our house was 40 degrees as we had run out of propane. I called to request an emergency delivery to which I was told I would receive a call back. One hour later when I called back to check in I was told the office was closed but that a delivery had been scheduled for the next day. The emergency line also told me they would try to get someone out that night and would call me back either way. I received no call back. Our delivery came the next day. Thankfully we found friends with electric heaters, as it was below zero that night. I have paid in full for that delivery, though I feel that their complete disregard for the health and safety of their customers probably didn't deserve a full payment. Since then I have been disputing the charge of $185.16. There is no way we received that delivery. We would not have gone through that much propane that quickly, and our tank could not have been 70% full on 1/6/22. I have called customer service numerous times and am told each time that they are "checking into it" or "have escalated the dispute". Still, I have not gotten a single call back. Now I have started receiving late charges. Customer service refuses to freeze the late charges. Each customer service representative refuses to transfer me to a supervisor as they state that "none are available".

  Business response

  03/14/2022

  The consumer complaint filed by Ms. ***** 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:
  
  Ms. ******* complaint involves a delivery of 89 gallons that was charged to her account.
  In researching her account, we believe Ms. ******* account was charged in error and we
  appreciate that the customer brought this issue to our attention so that we could address the
  matter.
  
  Ms. ***** has been contacted and effective today, we have credited her account back for
  the 89 gallon delivery in question.
  
  We regret the inconvenience that this may have caused, and we hope this resolves the
  matter.
  
  We appreciate Ms. ******* patronage, and we look forward to serving as her propane
  provider in the future.

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My account with Ferrellgas is on a KeepFull contract. Ferrellgas repeatedly fails to uphold the contract. I reported my tank at 30% using my portal; I requested a fill at that time (approximately February 26). Today is March 8 and my tank has dropped below 20%. A fill has not been completed as of yet. Each time I need a fill and request one online Ferrellgas never shows record on their end. I contacted Ferrellgas by phone today and spoke with an agent by the name of *****. She has put a ticket in to have the tank filled but could not provide insight as to why the contract is not being kept up on their end and could not explain why my online request has not been filled. This has been an ongoing issue with Ferrellgas and I have submitted several complaints with them in the last 2 years for the same ongoing issue. If they can't fulfill their contracts under the KeepFull program then they need to stop offering the option. I'm monitoring my tank and reporting the percentage online, utilizing the request for delivery and all systems on their end are failing to uphold the contract.

  Business response

  03/14/2022

  Please find attached a response from Ferrellgas in the **** ****** consumer complaint.  Thank you.

  The consumer complaint filed by Ms. ***** 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:
  
  In researching this complaint, I find that Jill ***** is not a contact on the Ferrellgas account
  that is the subject of his complaint; therefore, our privacy policies prohibit the release of
  information to a non-party.

  Customer response

  03/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  I am listed on the account.  The primary account name is *** ******, however, if they check their records they will see that I am listed on the account.

  As of last week when I spoke with ***** at Ferrellgas's customer service account line, they still had my previous name of **** ******* listed.

  I've also corrected this several times to **** *****.

  Ferrellgas can check their records and respond again accordingly because this claim that I'm not on the account is unacceptable.

  Futhermore, I pay the account from my bank with my name listed.

  The games this company continues to play with avoiding their responsibility to their customers is very frustrating.
  
  Regards,
  
  **** *****

  Business response

  03/25/2022

  Ferrellgas response attached.  Thank you.

  The comments Ms. ***** had to our response have been reviewed.
  
  Ms. ***** did not specify any other names she might be listed as on this consumer account when
  she filed her complaint. As such, and because Ferrellgas takes consumer privacy very seriously,
  we were unable to respond since there is not a contact listed on this account named “**** ******”.
  
  **** ******* is listed as a contact.
  
  Regarding the fuel delivery at issue in this complaint, our records show that this customer is an
  autofill customer. As an autofill (keep full) customer, Ferrellgas will deliver Propane to the
  customer from time to time on our schedule when we believe that delivery is appropriate. This
  does not mean that the customer’s tank will be kept at full capacity, but rather we will monitor the
  tank and provide a delivery on our schedule.
  
  Our records show that the customer did update her tank percentage online, but we do not see that
  she actually placed an order. However, she has consistently received a delivery about every two
  months during the winter season. We also show that this customer has not run out of propane.
  
  Thank you for bringing Ms. ******* concerns to our attention. We hope this brings the matter to
  a close.

  Customer response

  03/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  I have a two year history with Ferrellgas for ongoing fill issues.  The attached document is a 20 + page compilation of the conversations I have had with Ferrellgas and complaints filed.  Indeed, I have run out of propane December 2020 and again February 2021.  I have filed a few complaints with Ferrellgas and continue to receive dismissive responses.  Not once has Ferrellgas acknowledged their failure to keep the contract up to date or the lack of follow-through on the agents that have provided false information.  The excuses continue to be given.  I want a final answer as to how they plan to monitor my account.  I've reported my name change multiple times and yet it remains under the incorrect name, I've reported my square footage, my appliances using propane, and yet agents claims this information isn't available to them when I call in.  I use the portal to report an accurate percentage as well as when I need a fill.  Again, they claim that they have no record of my request.  My complaint noted these concerns and the typical response from Ferrellgas is that nothing is their fault.   I'm trying to be patient and give leniency but stacking my previous issues on to this one it just seems that Ferrellgas isn't willing to acknowledge that there is an issue or that they need to be accountable.  What I'm hearing is "we will take care of you in our time and not be accountable for the ways we have failed you as a vendor."
  
  Regards,
  
  **** *****

  Customer response

  04/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  The addition of the meter to the tank was arranged back on April 4, 2022 with the local customer service center (see inserted information) as a way to better assist with Ferrellgas monitoring the contract and tank.

  This was done with the primary account holders (*** * *** ******) as they have multiple residences that utilize Ferrellgas services.  

       Insert: "Ferrellgas ****** just called to say the Scheduler is sending someone to put a monitor on your tank at no charge, no monthly fee. No one needs to be home; just letting us know in case someone sees a truck/person at the tank and wonders what is going on. This way you have nothing to do and it will let them keep better track of your usage and when you need a fill; their way of apologizing for this ordeal. ****** did convey her apologies to me for you."

  The addition of the meter (free of charge) is appreciated.
  

  I look forward to having a better working relationship with Ferrellgas in the future.
  
  Regards,
  
  **** *****

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a Ferrell Gas customer for many years and haven't had any prior issues. We are on budget billing. So I was making payments and I missed the December 2021. I ordered propane online early Jan 2022 and it did come. I missed Jan payment but paid the 1st week of Febuary 2022 a double payment to catch up. I went online again and put in an order to receive an email back stating that they want the money in full on my account, to the tune of over $1000.00, which I do not have. I emailed them back stating that I had indeed made a payment in Feb 2022, and that I was going to make another payment this Friday (03/04/22) and pleaded with them and stated the percent again (18%) asking them for a part fill. I also asked what am I supposed to do, let it run completely out? I never got an answer back from them. Our tank is at 18% right now. My husband is disabled and I am the sole provider. What am I supposed to do? My husband even called them, and in not so many words yesterday, their customer service told him "too bad, total amount is due now." They did also mention applying for HEAP, which I make $500 more than the requirement. I also checked into Portage county help and they are out of funds too. WE use propane for our furnace, stove, and dryer. We live in Ohio, not Hawaii. What are we supposed to do if we get another heavy winter snow like a month ago, or my tank runs out in the mean time? This is awful customer service overall and I would like a part delivery please.

  Business response

  03/09/2022

  Please find a response from Ferrellgas in the matter of the ******* ***** consumer complaint. 

   

  Thank you.

  The consumer complaint filed by Ms. ***** 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 Ms. *****’s consumer account reveals she commenced services with Ferrellgas in
  October 2008; leases a 330-gallon propane container; chose our “Will Call” delivery service and
  was utilizing our Budget Billing payment option but has now been changed to a Pay in Advance
  customer.
  
  Ms. ***** is concerned about her budget billing.
  
  A review of this customer’s account indicates that Ms. ***** has been behind on her budget billing
  payments since September 2021. When Ms. ***** received her December 2021 billing statement,
  it read, “Your Budget Bill account is now past due. To remain on budget milling, you must pay
  $248.95 immediately. If the amount due is not received by the 10th of this month, you will be
  removed from Budget Billing and your total balance will be due immediately. If you have already
  mailed your payment, please disregard this message. Note: Based on your historical usage and
  current account balance, your monthly Budget Bill payment will be adjusted to $169.78 effective
  on your next month’s statement”.
  
  To that end, the customer did not make a payment by the January 10th date indicated on her
  December statement. We show that the next payment made was on February 7th in the amount of
  $160.00. Due to missed and late and/or short payments, Ms. ***** has been removed from the
  Budget Billing program and we show a balance due of $1227.10.
  
  Our Customer Service Manager has reached out by phone to Ms. ***** to discuss her options but
  was unable to reach the customer and left a voicemail and we have, as of the date of this writing,
  not heard back from Ms. *****.
  
  If she is interested in discussing payment arrangements to take care of the outstanding balance due
  so that she may receive a delivery, she can reach out to her local office to discuss.
  
  
  
  Thank you for bringing Ms. *****’s concerns to our attention.
  

  
  

  Customer response

  03/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: I just got off the phone with their Customer Service Department. They will not part-fill my tank until the bill is paid in full. My tank is at 16%. But yet they did come out on January 6th and filled my tank even though I had not made "a required payment," since Sept 2021. I do have 2 options as of now--- switch companies who are more than happy to take my $$ when I get paid OR save until I can pay this bill and by then it will be summer. Aren't there laws in place preventing heating companies from letting people freeze during winter months? Terrible customer service overall. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  02/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Dec 2021 I requested a refill at aprox 30-40% left we was denied. They stated they don’t refill until below 30 percent.and that they automatically do that with our membership a weekish passed then At 21 percent left we requested again. The next day after 2nd request we came home from work to no propane. We called the emergency number and they said for some unknown reason our 2nd request was canceled on there behalf. A guy from ******** came fill it up that night on January 10th. Then Feb 25th where we came home thought our heat was off kicked it on went to bed. We woke up the next morning to a Gas smell in basement. We immediately cal fire department. They came out verified that there is a Gas leak and found it at tank with holes in line. They helped us get everything all shut off and told us to have our gas company come out for inspection. At 12:00pm the emergency Farrell gas member from Tonganoxie Kansas Came He got out looked line over he stated I CAN Not believe that they had been filling our tanks for us especially the last visit. He states the parts on our tank doesn’t even belong on this tank causing multiple leaks as well as well as the connection into the house. He red tagged it We didn’t pay the the $100. For inspection that day and he said to call back when we know what we want to do and that choice couldn’t be made until Monday Feb 28 leaving us in a cold house for minim of 4 days plus the day we ran out at the beginning of January

  Business response

  02/28/2022

  Please find a response from Ferrellgas in the matter of the ****** ***** consumer complaint. 

   

  Thank you.

  The consumer complaint filed by Ms. ***** 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:
  
  Ms. ***** has been a customer since October 2019, she owns her own 500 gallon propane
  container and has chosen “will call” service with Net 30 payment terms.
  
  Ms. ******* concerns relate to a leak in her propane tank.
  
  Our records show that our personnel filled arrived on January 10, 2022 and put 400 gallons of fuel
  in this tank. Since this was an out of gas call, a leak test was performed and no leak was found.
  On February 26, 2022, the customer smelled gas and called. The technician who arrived to check
  the tank observed dated equipment on the tank and advised the customers at that time that it
  might be more cost effective to swap out this tank in need of repair with a new Ferrellgas tank
  and the customer initially agreed, so an order was placed to have a new tank set at this location.
  A few days later, the customer requested a refund of her enrollment fee into our Platinum Plus
  program, a cancellation of the tank set order and a refund of the entire tank of gas we placed in
  her tank on January 10, 2022.
  
  Our Customer Agreement for Propane Sales and Equipment Rental, to which Ms. ***** is a party
  to, states the following regarding customer owned propane tanks, “If you own the tank where
  you have requested us to deliver Propane, we reserve the right (but have no obligation) to inspect
  your external system for delivery of Propane, including external components such as your tank
  regulators and vents ) excluding exhaust vents for products of combustion) (The “System”). The
  purpose of any such inspection is to determine whether we believe your System is safe and
  adequate for the storage of Propane. If we choose to deliver Propane to you, we may require you
  to upgrade your System to meet our safety standards. By inspecting your System, we make no
  representation or warranty to you concerning the safety or adequacy of your System. You are
  responsible for any loss or damage caused by your System. You are required to maintain and
  pay all expenses for maintaining your System and all hoses, meters, or other equipment which
  are part of your System …”.
  
  
  
  
  
  Ferrellgas will refund Ms. ***** for her enrollment fee in the Platinum Plus program, but we are
  unable to refund the customer for any gas loss resulting from a leak in her customer-owned
  system.
  
  We thank the customer for her patronage and wish her well in the future.

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