Complaints

• Initial Complaint

  02/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Saturday 1-15-22 Ferrellgas’ tanker truck broke our bridge when delivering propane at around 4 p.m. That evening at least a foot deep layer of gravel was spread across the whole bridge to help them remove the tanker truck. After several days I contacted corporate (could not reach local office by phone due to local office calls routed over all over the country) , emailed photos of deteriorating bridge (it has greatly deteriorated since photos) . Response: I was told to get an estimate, I got an estimate, I submitted it to local office, I got a 2nd lower estimate, it was given to ******* Ferrellgas office, corporate told me they hadn’t seen it (as I understood it they couldn’t open the email attachment), I acquired their fax #, I gave it to local office & inferred they sent it. They told me I would hear from corporate insurance. I am waiting for response. Claim # ** *********  I care for my elderly mother (she will be 90 in April). I have had to cancel/postpone her dr. appointments due to being unable to get her across the bridge. It is dangerous for her & very concerning to me that if she needed an ambulance, there is no way for it to get to her. Another concern is it has been 41 days since the propane was delivered to our not very large tank & due to the cold winter weather the propane is getting low.

  Business response

  03/03/2022

  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 has been a customer since
  December 2021, leases a 330-gallon propane container, chose our “Will Call” delivery
  service and Net30 payment terms.
  
  Ms. *********** concerns to relate to a damaged bridge on her property.
  
  A review of this customer’s account indicates that Ms. ********* ordered propane for
  delivery on January 15, 2022. Upon delivery, the asphalt on the bridge on Ms.
  ************ property caved in under one of our propane truck tires before Ferrellgas was
  able to pump any gas into the customer’s tank.
  
  Ms. ********* made a claim with the Ferrellgas Risk Management Department and as of
  the date of this letter, the parties have agreed to a payment of $4500.00 to settle the
  claim.
  
  Thank you for bringing Ms. *********** concerns to our attention. I hope the above
  resolves any remaining questions or concerns.
  

  
  

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11-16-2021 and 2-23-2022

  Business response

  02/28/2022

  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
  the relevant field personnel, and offer the following response:
  
  A review of Mr. *****’s consumer account reveals he commenced services with Ferrellgas
  in July 2004, leases a 500-gallon propane container, chose our “Will Call” delivery service
  and Net30 payment terms.
  
  Mr. *****’s concerns to relate to his two most recent propane deliveries.
  
  A review of this customer’s account indicates that Mr. ***** placed an order for propane
  11/6/2021 and that delivery was received on 11/16/2021. He ordered, and we delivered,
  200 gallons of fuel. At the time of this delivery, our records indicate that the tank was at
  9% upon our arrival and at 53% upon pumping 200 gallons into this tank.
  
  On 2/10/22, the customer again ordered and paid for a 200 gallon delivery. That propane
  was delivered on 2/23/2022. Our records show that the tank was at 10% upon our arrival
  and read 50% upon filling. We pumped 199.9 gallons into the tank.
  
  Ferrellgas does not rely on the gauge on the propane tank to measure the amount of
  propane that is delivered. Those gauges operate on a lever-type system where a float
  moves up and down in concert with the liquid level of the tank. They typically give the
  customer an estimate of the quantity of propane in the tank, but they are not precise
  measuring devices, can be easily misread, and sometimes the float can get stuck such that
  the quantity shown is inaccurate. Ferrellgas utilizes a separate metering device on its
  trucks which accurately measures the amount of propane flowing into the customers’
  tank.
  
  This meter prints out a ticket for each delivery showing the total volume delivered. In
  accordance with industry standard, the volume delivered is adjusted to 60 degrees
  
  Fahrenheit to ensure that the volume delivered to customers is the same, regardless of
  the ambient temperature. We have enclosed a copies of the meter tickets for the
  deliveries at issue, and which evidences a delivery of 200 and 199.9 gallons of propane
  respectively.
  
  Thank you for bringing Ms. *****’s concerns to our attention. I hope the above resolves
  any remaining questions or concerns.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  12/15/21 I called Ferrell Gas for 125 gal propane fill. They let me know that I had to pay first before they could schedule me, so I paid $282.50. Then I got home and realized I was out of propane by the smell in the house. I called their after hours line and was able to get an emergency delivery for $200 plus a $40 admin fee with tax came to $255.01. They made it out that same night. Then 3 days later on 12/18/21 with no call to me they made an internal mistake and delivered 100 gallons. I only found out by a letter in the mail stating I owed $271 past due. I called immediately and they told me it was their mistake and that I could either pay the amount due or they could come and take back the propane. I told them to not come on property as I did not trust them and I would consider that stealing. They said ok and the manager *** approved to zero out my account. I told them I am selling the house and that if we sold it quickly I would let them know. They said thank you and if that does happen we will come take our propane back and pad lock it. Today 2/24/22 at 11:30am I called for a 150 gal delivery and was informed that I am $271 60 days past due. I explained everything as stated above to *** their manager and he said he never said that and that we need to pay for their mistake. He then started to say he would come get the tank and I again said do not trespass on my property. He got loud and I asked for his office address so I could come talk in person. He said come on down but I’m not delivering any propane until you pay the bill. It is not my bill to pay as I explained I have to pay first and you all only fill 50% of the tank and mine is 250 so their 100 gal mistake delivery seems fishy to me. He repeated he does not care and it’s our property and our tank and that he’ll go remove it right now.

  Business response

  02/25/2022

  Please find attached a response from Ferrellgas in 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 the
  relevant field personnel, and offer the following response:
  
  A review of Mr. ********** consumer account reveals he commenced services with Ferrellgas in
  October 2021, leases a 250-gallon propane container and is a will call, pay in advance customer.
  
  Mr. ********** concerns relate to a billing issue.
  
  A review of this customer’s account reveals that on December 15, 2021, the customer contacted
  us and requested, and paid, for a 125 gallon delivery. The customer was out of gas and paid for
  emergency expedited service and received his fuel the same day. Then on December 18, our
  personnel arrived and filled Mr. ********** tank with another 100.2 gallons of propane in error.
  
  We show that Mr. ******** called twice regarding the delivery on 12/15 and the Customer
  Service Specialist who took his second call entered another delivery into the system instead of
  updating the existing order. We acknowledge that error and regret any inconvenience this may
  have caused.
  
  That said though, Mr. ******** used the 100.2 gallons we delivered in error on December 18 and
  has now requested another delivery from us.
  
  As a gesture of good faith and in appreciation of Mr. ********** patronage, Ferrellgas will place
  a credit on his account for 50 gallons of propane. We feel this is fair and appropriate since the
  delivered fuel was consumed.
  
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.
  

  
  

  Customer response

  02/28/2022

  [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

  02/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife and I built our home during the summer and fall of 2021. Ferrell gas provided us with a propane tank sized appropriately to provide heat, ac, and hot water to our house. On 1/24 a PRE-PAYMENT in the amount of $560.69 was taken by Ferrell gas, and a propane delivery was promised within a week. With no call or attempt at reaching us to explain delays, we reached out again on 2/11 wondering where our propane was. They promised us once again that delivery would take place on Saturday 2/12. Due to the delay on their end, they asked for us to prepay $291.68 MORE to fill the tank. We agreed since they were coming the next day. At the close of the day Saturday and no word from the company, I reached out to Ferrell gas, and there response was "you were pushed to next week". I kindly informed the company of the termination of our business, and asked for a refund in the amount of $858.35. They informed me it would be 5 to 7 business days to see a refund. I informed them that the tank is at 5% and there will be no extra charges. I just got off the phone with Farrell gas on February 22nd at 2:55pm...The tank has not been picked up, the refund was never filed, and it will be another 5-10 business days before we see it. They informed me the tank is at 10%. I have photo evidence that the tank is infact at 5%, which requires no additional fees. This company has had almost 1,000 dollars from my wife and I, and we have nothing in return. They take your money in 30 seconds, but WILL NOT REFUND IT. This has to be illegal. WE ARE REQUESTING A COMPLETE REFUND!!!!!

  Business response

  02/24/2022

  Please find a response from Ferrellgas in 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
  the relevant field personnel, and offer the following response:
  
  A review of Mr. ******’s consumer account reveals he commenced services with
  Ferrellgas in September 2021, leases a 500-gallon propane container, chose our “Will Call”
  delivery service and Pay In Advance payment terms.
  
  Mr. ******’s concerns to relate to the propane delivery timeframe and a refund for
  money paid for their propane.
  
  A review of this customer’s account indicates that Mr. ******’s propane order was placed
  on January 24th for 220 gallons. The customer paid $560.69 at that time. When delivery
  was delayed on this order, Mr. ****** called again on February 11th to check the status
  of the delivery. The Customer Service Specialist spoke to Mr. ****** about increasing the
  gallons to be delivered to 340 so the customer would receive a full tank of propane and
  the customer agreed. An additional payment was taken for $297.66 for those additional
  gallons. And during that transaction, our system errored and pushed out this delivery as
  if it were a new delivery and not an amended delivery already in our system. Mr. ******
  called again on February 12 upset that delivery had not been made and asked for a refund
  and that his tanks be picked up.
  
  As of February 22, a refund of $858.35 had been initiated and Mr. ****** was informed
  that it will take 7-10 business days for the refund to appear on his credit card.
  
  Further, we have entered an order for a tank pickup at no charge for this customer.
  Barring inclement weather, we should be out to pick up our tank on February 25.
  
  Thank you for bringing Mr. ******’s concerns to our attention. We hope this resolves the
  matter.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been a customer of ferrelgas for 3 years. We are on an auto fill program to ensure we never run out of propane. We have had no refills since April 2021 and are quickly approaching an empty tank. I placed my first manual request for refill in early December of 2021. My wife and I have called them repeatedly since, as we edge closer and closer to empty. The drivers have told us several times in the past never to go below 15% and we are now below 5%. They have told us time and again that we're on the schedule for delivery but can never give us a date. We finally received a delivery date, after too many calls to count, of today, 2-21-22. At 4 pm today I called support yet again because they never showed up. I was told they would TRY to expedite our refill for MAYBE tomorrow. I have been chasing this company around for months and we're now at a point of being without heat. This is now beyond simple poor service, they agreed to perform this service and they are now putting our property and health at risk due to lack of heat in winter weather.

  Business response

  02/24/2022

  Please find attached a response from Ferrellgas in 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 the
  relevant field personnel, and offer the following response:
  
  A review of Mr. ******** consumer account reveals he commenced services with Ferrellgas in
  January 2019 and leases a 1000-gallon propane container.
  
  Mr. ******** concerns relate to a delivery delay.
  
  A review of this customer’s account reveals that on February 9, 2022 the customer placed an
  order for propane via our automated system. On February 22, 2022, 9 business days after the
  order was created, we delivered Mr. ******* propane. Our driver reported that there was 8%
  remaining in the tank prior to filling.
  
  Thank you for bringing the customer’s concerns to our attention. Please contact me with any
  questions or further concerns.

  Customer response

  03/10/2022

  [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:

  
  The business response is purposefully incomplete and misleading.  While I did request a fill on the date suggested, I also began requesting refills via their website, email, ******** page, and phone calls beginning in early December of 21.  I made numerous and repeated requests for them to hold up their end of the deal only to be given excuse after excuse as to why they were unable to provide the agreed upon service.  My family and I made plans to remain home for the delivery of services on several occasions only to have them not show up and not call to communicate the changes.  When we signed up for this service we agreed to their auto-fill program which has clearly been abandoned on their end with no notice.  We had not received a fill since April of 21 and received no word from them on the change.  Their own delivery drivers warned us at the outset to never let the tank get below 15% as it could cause system pressure issues.  When the auto fill was obviously not happening, and we were dipping below 20%, we began reaching out to them for assistance.  They repeatedly said we are on the auto fill program and that we just needed to wait.  When MULTIPLE of their auto fill customers began complaining of running out of fuel on their ******** page we got nervous and began a near-daily calling effort to ensure we were not simply forgotten.  For them to now suggest we made a single request, and nine days later received a refill, is absolutely inaccurate and intentionally misleading.         
  
  
  Regards,
  
  ***** ******

• Initial Complaint

  02/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ferrellgas is our propane service provider. We live in a rural area, and we rent our propane tank from Ferrellgas, which means we cannot get propane from another provider. We recently placed an order for propane when our tank had gotten very low already - admittedly, we should have checked it more often, but we are very busy people with busy children, and we didn't notice our levels were low until they had fallen below 10%. We placed an order on February 7th, and Ferrellgas could not schedule delivery until February 17th. When February 17th got here, we had received snow, and so Ferrellgas put off our deliver until early next week. We still don't have propane. We have been without heat for 10 days, and we have not had hot water for 5 days. Our tank has been on 0% now for 5 days. I find it criminal that Ferrellgas cannot deliver in shorter time than two weeks. Their local service station is less than 2 miles from our house, although I believe the company's customer service team is located out of state. We have laws in place to protect people from having water and electricity shut off in the winter. Where is our consumer protection for propane services? Rural customers rely on these companies to be safe. If we didn't have alternative methods of heating our house, or if were older and more feeble, we would be dead. This is absolutely unconscionable.

  Business response

  02/21/2022

  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:
  
  A review of Ms. *******’s consumer account reveals she commenced services with
  Ferrellgas in December 1998; leases a 500-gallon propane container, chose our “Will Call”
  delivery service and PNet 30 payment terms.
  
  Ms. *******’s concerns to relate to a delivery delay.
  
  Ms. *******’s propane order was placed on February 7, 2022. At that time, it was relayed
  to our Customer Service Specialist that her tank was below 10% propane capacity.
  
  Ms. ******* is a Will-Call customer. This means that in order for us to know that she needs
  propane, she has to call us. Per our Customer Agreement for Propane Sales and
  Equipment Rental (“Customer Agreement”), in which Ms. ******* is a party to, we
  recommend that a Will-Call customer contact Ferrellgas when their tank is no less than
  30%. All deliveries are routed in the order they are placed.
  
  This area recently experienced a winter storm that backlogged much of the Service
  Center’s deliveries. Our system indicates that Ms. ******* received her delivery today,
  February 21, 2022. We understand the frustration the customer feels, and we fully regret
  the delay she experienced with her delivery. Ferrellgas must make prudent judgment calls
  regarding the risks involved in sending our personnel out on the road when weather
  conditions are less than favorable. Our Customer Agreement for Propane Safety and
  Equipment Rental states the following in regard to this subject: “We may refuse to provide
  service if we believe we cannot safely make delivery due to conditions on or approaching
  your property, including unsafe road conditions…”
  
  Thank you for bringing Ms. *******’s concerns to our attention. I hope the above resolves
  any remaining questions or concerns. Of course, please do not hesitate to contact me.
  

  
  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a customer of Ferrellgas for 13 years for propane under their auto fill plan. The morning of January 30, 2022, I woke up to a cold home and after finally checking my propane tanks (total of three), found them completely empty. I called Ferrellgas several times to try and get through to customer service and even stated it was an emergency. When I finally got through to a customer service agent, they said my request would be submitted for delivery. In the meantime, I called locate propone providers and was able to locate one that stated they would bring tanks and deliver propane later that same day. I then called Ferrellgas to cancel my account and found out I was not scheduled for a propane delivery until the next day. I should mention I live in the northeast and it is winter, with the low that night of 20 degrees. The good news is the local company arrived at 7 p.m. that evening, installed my new tanks, provided me with propane, and came inside to get my heat running again. The bad news is that it is February 16th and the Ferrellgas propane tanks are still sitting in my driveway. I have called and asked them to come and get them, which I assumed would have occurred after I canceled.

  Business response

  02/17/2022

  Response is 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:
  
  A review of Ms. ******** consumer account reveals she commenced services with Ferrellgas in
  October 2010 and leased a 124-gallon manifold system, initially chose “Will-Call” delivery service
  and Net 30 payment terms.
  
  Ms. ******** concerns relate to an untimely delivery and tank pick up.
  
  On December 1, 2021, Ms. ******** account was switched to a Keep Full account. A review of the
  account history reveals that an internal error occurred and no adjustment was made to our
  Demand Forecasting for Ms. ******** system. We sincerely apologize for this oversight and have
  sent this to the relevant field personnel to make sure it does not happen again.
  
  On February 7, 2022 a tank pick up service was created for Ms. ******** leased system. Pending
  weather and ground conditions, the pick up service is routed for the week of February 21, 2022.
  
  Thank you for bringing Ms. ******** concerns to our attention. We appreciate her past patronage
  and wish her well in the future. Please call if you have questions.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  1/20/21and1/14/22 I when out gas for 10 days the first time this time am down to 2 person now they're say they all In will be delivering today 1/14/22 it is 4:15 now I well see ???

  Business response

  02/15/2022

  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:
  
  A review of Mr. ********** consumer account reveals he commenced services with
  Ferrellgas in December 1999; leases a 500-gallon propane container, chose our “Will Call”
  delivery service and Net30 payment terms.
  
  Mr. ********** concerns to relate to a delivery delay.
  
  Mr. ******** placed a propane order on February 3, 2022 and indicated that he had 8%
  remaining in his tank. Mr. ******** is a Will-Call customer. This means that in order for
  us to know that he needs propane, he has to call us. We recommend that during the cold
  winter months our Will Call customers place an order when their tank level reaches at
  least 30%, if not 35-40%. All deliveries are routed in the order they are placed.
  
  Additionally, the customer had a balance due on his account when he called to place a
  new order. We sent a payment request to Energy Assistance for approval. Once received
  we were able to deliver Mr. ********** propane delivery on February 14, 2022.
  
  Thank you for bringing Mr. ********** concerns to our attention. Please do not hesitate
  to contact me with questions or further concerns.

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