ComplaintsforFerrellgas

• 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,
  
  ******* ******

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Customer response

  09/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

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

  Business response

  09/23/2024

  Please see the attached response.The consumer complaint filed by ****** ******** has been forwarded to the Ferrellgas
  Legal Department for investigation and comment. I have completed my investigation and
  offer the following response:
  Unfortunately, we cannot locate an account under the name ****** ******** and due to
  customer privacy, we cannot provide customer information to a non-party.
  As such, we are currently not able to address ****** ********** concerns. If she is able to
  be added to an existing account as a contact, we would certainly address the concerns at
  that time.
  Sincerely,

  Customer response

  09/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My husband informed me he paid the full requested amount by the company, but we will not be doing business with them again.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

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

  Business response

  09/10/2024

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

  Customer response

  10/23/2024

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

• Initial Complaint

  08/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

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

  Business response

  09/04/2024

  Response attached.

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

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  09/03/2024

  Response attached.

  The consumer complaint filed by ****** ***** has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have completed my investigation and offer the following response: Mr. ***** is not listed as a Ferrellgas customer and is seemingly describing an experience with another company. Therefore, we cannot address his concern(s) at this time or without further information in relation to Ferrellgas.  

  Customer response

  09/04/2024

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

   

  I am a FerrellGas customer.

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

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

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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 tank

  Business response

  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 Paralegal

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 Paralegal

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.  

*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. ↩