ComplaintsforFerrellgas

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ferellgas wants to lock my tanks for failure to pay my bill. I have been a customer at this residence since 2019, with no rental charges. Suddenly in 2023 on April 27 I was billed $99 per tank, for a total of $396 for tank rental for 4 tanks for the year. I had never been charged anything before and haven’t been charged anything this year. After many conversations with customer service it was agreed that $100 would settle my bill, which I paid on January 5, 2024. Now I’m being told I still owe more which I have refused to pay. Would you look in this?

  Business response

  07/31/2024

  Response attached.

  The consumer complaint filed by ******* ******** has been forwarded to the Ferrellgas Legal Department for investigation and comment. The customer is concerned with rental fees. *** ******** is a member of a Co-op in which the contract states that Ferrellgas reserves the right to charge annual tank rental to any customer who does not purchase at least one times the water capacity of their tank within a 12-month period. Our records reveal that prior to March 2023, the customer had not received a propane delivery from Ferrellgas since 2019 and thus, he was charged tank rental. For customer satisfaction, a reversal of the cooking tank rental has been initiated. However, the remaining tanks’ rental fees will remain, pursuant to the above referenced contract.  

  Business response

  08/13/2024

  August 13, 2024
  
  Complaint Specialist
  Better Business Bureau
  
  Subject: ******* ******** – ********
  
  To whom it may concern:
  
  On or just after the date that *** ******** commenced services with Ferrellgas, he would
  have received a customer welcome packet, via U.S. Mail, which is sent to all new Ferrellgas
  customers, that included, among other things, a hard copy of our Customer Agreement for
  Propane Sales & Equipment Rental (“Agreement”).
  
  The Agreement states: “The terms and conditions of this Customer Agreement constitute
  a contract that will be accepted by you when one of the following first occurs: (1) you
  request or accept delivery of propane, service or equipment from us; (2) you permit
  equipment leased from us to remain on your property for more than thirty (30) days after
  your receipt of this Agreement; or (3) you do not contact Ferrellgas in writing within thirty
  (30) days after your receipt of this Agreement and terminate service. “
  
  If the customer would like another copy of this Agreement, it is on our website and may
  be accessed at the following link:
  
  *******************************************************************
  
  Please let me know if you have any further questions or concerns.
  
  Sincerely,
  ***** ******
  Sr Paralegal

  Customer response

  08/24/2024

  Again, they never answered my question , why wasn’t I charge tank rental fees in 2020, 20,21, 2022? 

• Initial Complaint

  07/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ferrelgas cut an electrical line when installing a propane tank, They did not inform me I had to pay an electric company to repair it. I have filed two complaints and They have not responded.

  Business response

  07/30/2024

  Response attached.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a house in 2021 that had a propane tank for fuel. There are no distinctive markings or serial numbers on the tank. I called Ferrellgas prior to filling the tank to determine if they owned and filled the tank, they declined having any record of my residence in their system. I have never in 3 years received any communication or billing for a leased propane tank from Ferrellgas. I had another provider fill my tank in 2023. On Wednesday May 29, 2024 I have video proof of a Ferrellgas employee driving up and stealing my propane tank without any knock on the door, or attempt to notify me, the homeowner of any reason to steal my tank. There was no notice left or anything. All attempts at phone calls to Ferrellgas have been unanswered and there is no one at the local office to talk to. I will be taking this to civil court to be refunded the amount of my stolen propane and tank.

  Business response

  06/14/2024

  Response attached.The consumer complaint filed by ********* ******** has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have completed my investigation, talked to the relevant field personnel, and offer the following response: Our records reveal that due to an overdue balance and an unactive account, Ferrellgas picked up the propane container that our system listed as leased. However, it is my understanding that the customer and Ferrellgas management resolved this matter on June 4, 2024 and the tank was reset. That said, Ferrellgas strives to provide best in class customer service and we regret that Ms. Marshall feels she did not receive such a level. If she still has un-resolved concerns, we would be happy to address them. 

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I are elderly. I am 76 and she is 82 and are on a fixed income mainly from social security. We budget to be able to meet our financial obligations. We simply cannot afford to increase our monthly payment from $123.02 per month to $251.21 per month. Our understanding with this company was that we would pay $123.02 per month and we're devastated to have received this huge increase. This is a financial and emotional blow and we don't know how we can do this. I called the company and they are not willing to adjust this billing so we would really appreciate your help to determine if there is any way we would be able to keep the $123.02 payment per month. Last year we were told we weren't using enough propane to be on Ferrellgas's budget payment plan so this year we ran out in April and ordered another tankful and now they say we're using too much. You just can't win with this company. We would appreciate it if we could pay the $123.02 each month. Thank you for your help.

  Business response

  05/24/2024

  Response attached.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  1: When I signed up for this service there was no mention of a tank rental fee. Last year and this year they have charged me such a fee and have threatened to remove my tank if I did not pay it. Their excuse is I do not use enough propane to cover their time. 2: They have also charged a platinum plus fee to get the best propane rate. Once again this was never mentioned in the original sign up for this service. ( Deceptive and hidden costs.) 3: Now they have sent me a bill saying they could not get their money from my account. This is the same bank account I have used for 3 plus years since I signed up and nothing has changed. I believe they are covering up negligence on their part of hacking or just plain poor bookkeeping. I am 67, disabled and on a fixed income. I do not have time for their games and discrimination against me for the amount of gas I use yearly. I have paid them over $600 dollars each year. If they dont want my business I suggest they come and pick up their tank and credit me for the unused gas in the tank. I have called them more than once only to be threatened with a poor credit report and no more service.

  Business response

  05/18/2024

  Response attached.The consumer complaint filed by *** ******* has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have completed my investigation, talked to the relevant field personnel, and offer the following response: A review of *** *******’s consumer account reveals he commenced services with Ferrellgas in April 2020; leases a 500-gallon propane container; chose our “Will Call” delivery service and Net 30 payment terms. *** ******* is concerned about his tank rental fees, Ferrellgas’s Platinum Plus program fee and a recent invoice. Our Master Agreement for Propane Sales and Equipment Rental (“Agreement”), to which Mr. ******* is a party to, states the following regarding our minimum purchase requirements, “If you lease your Tank from us, you agree to purchase from us a volume of Propane at least equal to two times the water capacity of your tank each 12-month period following your first delivery of propane (the “Minimum Volume Requirement”), unless you have reached a different arrangement with us. If you fail to purchase your Minimum Volume Requirement, we may, at our option, either terminate this Agreement and cease delivery of propane to you, adjust the daily price of the Propane we deliver to you, or charge you a Low Usage Fee, and/or increase your Tank Rent to reflect your low usage”. A list of *** *******’s completed propane deliveries is below. As you will see, he is not meeting the Minimum Volume Requirement, thus his annual tank rental has increased; however, he has not been charged a Low Usage Fee. In available markets such as *** *******’s area, Ferrellgas residential customers are given the opportunity to join a preferred customer program called “Platinum Plus”. This program serves to provide our Platinum Plus customers with a guaranteed propane price for a 12-month period, but in order to participate and receive the special bulk pricing rate, customers must be a Platinum Plus member and pay a membership fee. Memberships in our Platinum Plus program begin each July and automatically renew yearly. Members are notified 30 days prior to the beginning of any renewal period to give them time to consider whether they want to continue to participate in this program. In regard to the Platinum Plus program and corresponding fee that *** ******* mentions in his complaint, attached is his most recent Platinum Plus program agreement. If *** ******* no longer wishes to be a Platinum Plus member, he should contact his local service center at ###-###-#### prior to the next renewal. 

  Customer response

  05/20/2024

  
  Complaint: 21716778
  
  I am rejecting this response because: I have never been to their office, nor have I signed anything. When I acquired their service they knew I was living in the mobile home by myself most of the time. There is no way I could possibly waste or use 400 plus gallons twice a year. I remember talking to them concerning this, only to have them take advantage to see how little work they can do and how much money they can make. I asked them to remove my tank last year and was told thy could not because of the weight of the propane. That is not my problem, they are the ones who filled it up. I want my tank removed immediately and to be credited for the propane in the tank. If this is not done by Friday May 24, 2024 I will start back charging a monthly rental fee to Ferrel gas on a monthly basis . I will be happy to set up a court preceding at the Tazewell Court system and invite everyone in their office for a morning talk with the judge.
  
  Sincerely,
  
  **** *******

  Business response

  05/22/2024

  Response attached.

  The consumer rejection filed by *** ******* has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have completed my investigation, talked to the relevant field personnel, and offer the following response:

   

  A review of *** *******'s consumer account reveals he commenced services with Ferrellgas in April 2020; leases a 500-gallon propane container; chose our "Will Call" delivery service and Net 30 payment terms.

   

  *** ******* is further concerned about the Minimum Volume Requirement and has requested that Ferrellgas pick up our equipment.

   

  When *** ******* commenced services with Ferrellgas, he received a Customer Welcome Packet that also encloses our Master Agreement for Propane Sales and Equipment Rental ("Agreement"). Attached is a copy of the Customer Welcome Packet cover letter to *** ******* (redacted for customer privacy).

   

  In regard to our Minimum Volume Requirement, the Agreement states the following: "If you lease your Tank from us, you agree to purchase from us a volume of Propane at least equal to two times the water capacity of your tank each 12-month period following your first delivery of propane (the "Minimum Volume Requirement"), unless you have reached a different arrangement with us. If you fail to purchase your Minimum Volume Requirement, we may, at our option, either terminate this Agreement and cease delivery of propane to you, adjust the daily price of the Propane we deliver to you, or charge you a Low Usage Fee, and/or increase your Tank Rent to reflect your low usage".

   

  As previously mentioned, *** ******* is not meeting our Minimum Volume Requirement. If *** ******* is interested in a downsize in his tank, he should contact his local service center to discuss his options.

   

  Lastly, the customer mentions a tank pick up request. He will need to contact his local service center to request and schedule a tank pick up as that service is dependent upon a variety of factors including ground condition(s).

   

  Thank you for bringing the customer's concerns to our attention. Please contact me with any further questions or concerns. Thank you.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have called five times and sent one email since April 2nd, have had an emergency order submitted and multiple messages sent to, what I was told, the appropriate managers and I have not received a return call or email to discuss or resolve the issue. There was damage done to my neighbors property during a Ferrellgas delivery on January 11. The delivery was scheduled to be made on Friday, January 5, 2024. I received a message on Monday, January 8, 2024 saying that the delivery could not be made on 1/5/24 because the driveway was not plowed. The driveway was clear, because there was no snow on the ground. I called on 1/8/24 and could not get anyone to speak to. I did a live chat and set up another delivery. Propane was delivered on January 11, 2024. It did snow between 1/9/24 and 1/11/24. Driveway was plowed the morning of 1/11/24 and it was clear for the delivery. When the propane was delivered the driver drove down the neighbors lawn instead of our driveway doing the damage. We received pictures from the neighbor as they were upset about the damage. We did not fully know the damage until the snow melted and we were able to see it in person. As you can see from the pictures attached the gravel driveway was plowed, it has markers down the left hand side as well as snow banks on the sides from plowing. The other pictures show the damage once the snow is gone. There are deep ruts in the grass. We have spent hours trying to fix the ruts because the neighbors are so upset and I have not heard back from the company. The lawn now needs fill and seed for it to be completely fixed. We are now in the process of getting a quote to have the lawn repaired. We are requesting that Farrellgas pays to have the lawn fixed.  

  Business response

  05/15/2024

  Response attached.

  Business response

  06/03/2024

  Response attached.

  The consumer complaint filed by *** ****** has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have completed my investigation, talked to the relevant field personnel, and offer the following response: Our records reveal that on May 24, 2024 a Ferrellgas adjustor spoke with *** ****** regarding the damage claim. It was then identified that the correct claimant was not *** ****** but rather her neighbor. It is my understanding that the claim has been resolved with the correct claimant. Thank you for bringing *** ******’s concerns to our attention. I hope the above resolves any remaining questions or concerns.  

  Customer response

  06/04/2024

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

• Initial Complaint

  05/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I Scheduled fuel deliveries for my greenhouse commercial account on the 24th of April. Still no delivery as of may 8th. ***** ****** stated he would get done in 1-2 days. Did not come through. Told me I should cover my plants. I would like a phone call from someone who can do something about it. I am trying to reach someone who can help us.

  Business response

  05/09/2024

  Response attached.

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

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a bluerhino propane tank from a vending machine and it was rusty and leaked gas on our way with my wife and kids present in the car. When I asked for refund they said I can't get any refund as they don't offer any refunds. This is my first time doing business with Bluerhino and I think they just got $58 from me when their product was faulty and not up to the mark and they are not even offering any refund. I feel I have been baited. I ahbe emails of them saying they can't offer any refund no matter what and my money is stuck now. Thanks ******

  Business response

  05/07/2024

  Response attached.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I need my gas turned on. They are too ashamed to admit they cut it off, because they know it goes against good morals. Payments were not discussed, they just cut it off. I have achild who has to eat and get ready for school. They told me nothing about cutting my gas off they just did.

  Business response

  05/01/2024

  Response attached.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On April 8th we had to make an emergency request to have our gas tank turned off since there was a leak. We were called back by emergency tech within 10mins. The techs showed up early the next day (4/9/2024) and found that the main value failure. We had filled the tank October 2023 and it wa found the remaining gas had leaked out. Once technician uploaded report 4 days later we were told that the $232.15 charged would be waived since the issue was with the tank. Also was told we would receive gas 50% Ferrall gas credit and 40% at our cost. We agreed. On 04/15th (7 days later) that an order was placed to refill our tank. To date(4/18/2-24) we are still waiting on gas.. Kept in mind our tank is empty therefore we do not have access to cook etc . We have called twice a day (4/17/2024) to a manger direct (left message) and called the help line as well. Keep in mind everyone is very pleasant and doing their part well. But all promise a call back or followup to issue. No calls have been returned. This mornin I called again. My patients is getting raw. I was polite but again ask for help, We gave no gas and are being held captive at our home afraid to leave in fear we will miss the delivery since our home is gated. All I need is for someone to help us get our gas delivered. It has been 10 days since this has happened. Up to this point we have been happy with the service. But this time when it is badly needed I feel that the service side of getting delvery of gas is less than acceptable

  Customer response

  04/18/2024

  1:30PM Central. Ferrell Gas came through finally and filled our tank.  It seems the issue was with the delivery department.  I am just happy we were finally able to get this issue resolved.  We have been a customer for over 35+ years and never had one issue with this company.  

*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. ↩