FerrellGas
Reviews and Complaints

quoted 249.9 a gallon/charged 274.9 gallon left no delivery slip at residence. Bad regulator, lost most of full tank of gas. They say my responsibility. Manager will not return my calls after promising by office girl to do so. Took 9 days to deliver gas. I ordered 200 gallons...they delivered 351 gallons. I had approx. 150 remaining in tank when I ordered.

On Monday I ordered a propane refill from Ferrellgas for our propane tank which was almost empty. I didn't hear anything from them until Weds and called and they said that I was scheduled for Weds. Feb 12th but they would try to get here "as soon as they can.". The propane heats our house. I have called twice to tell them I have a 6 year old child and that our tank was empty and that we are all very cold but no call back and no delivery. Now it is Friday and still no delivery. The house temp is 39. We are trying to get by burning wood in the fireplace and running space heaters. I worry about the fire danger. Is anyone out there having similar problems? There is supposed to be a national shortage. Do you have any suggestions of any other propane companies that are delivering promptly? Appreciate your help!

I am a loyal 7-year customer of FerrellGas, and have a contract with them. I called over a week ago for LP delivery to my home, and was told it would be delivered before Wednesday. (Christmas) On Tuesday (Christmas Eve) I called to confirm delivery because it had been a week. I was concerned because I needed to leave town. I was told that delivery would occur that day ! I called back at 1:30 because I still had not received delivery. I was told delivery would not occur. I called 2 more times and at 2:45 I was told that delivery would occur late in the day, perhaps as late as 6:00 pm. My trip out of town for Christmas was delayed, and I HAD to leave. When I returned Christmas night I discovered that LP was never delivered ! It is now Thursday a.m. and I am about out of LP. My heat is turned way down to conserve. Temperatures outside are in the teens, and my Christmas has been ruined. What rights do I have? Who can help? What laws govern an LP company that refuses to deliver ?

I reported a propane gas leak at my home at 7:08 in the morning on Tuesday, October 16. It took them over 2 hours to show up.

Here's a short version of what happened.

I was leaving the house at 7 am and was overwhelmed with the smell of propane when I walked out my front door. I immediately came back inside to get the phone and tell my husband to get dressed as I was certain we would have to evacuate. I called Ferrellgas and was told to close the doors and windows and stay inside, that a driver would be there. I asked how long, she said it would be this morning, before noon. I was quite taken aback by that timeline, but did as I was told and brought my dogs up to the back deck as well. While waiting for them to arrive, I kept going out to check on my dogs and the smell was getting less and less. An hour after my report to them, I called back to ask how much longer. She assured me someone would be out soon. I then got a call at about 8:20 a.m. from a regional manager stating that he'd gotten an email at 7:50 a.m. about the leak and was dispatching someone. At no point in time did anyone ask me to shut off the gas. It was nearly 9:00 in the morning when a driver showed up. He found there was indeed a leak, replaced the leaking regulator, then showed my husband and I how to shut off the gas. He was surprised they didn't tell me to shut off the gas. I was told that it was unfortunate that I called between 7 and 8 as that's kind of a void for emergency response as the crews are arriving at the office but they are not ready to be dispatched. I had called their emergency number and there was no emergency response or even a heightened sense of alert. If I had not called back, I'm not sure they would have responded at all. The smell was strong at 7 am because of the regulator malfunction, spouting pressured gas into the atmosphere; it would dissipate and the smell would lessen, but it was still a dangerous situation. I've had service with them for 17 years and have never called the emergency line. I wasn't just a nuisance caller.

I don't ever want this to happen to another family. I have tried to talk with them about it, and they just apologize that I felt stress, and don't address the problem. The problem is there is no emergency response between 7 and 8 a.m. in the morning. This could very well happen to another family, but apparently there is nothing regulating how they handle a report for smell of gas. Their representative is apparently required to tell me how to shut off the gas but never said a word about it.

I lived at 50 Nunn Rd. in Greensburg Ky... In Febuary of 2009 I called an told Ferrellgas that i was moving the first of April and would no longer need thier services my bill was paid in full at the time of the last fill up! The tank was empty and they were not to come fill it again! I have called and talked to customer service atleast 10 different occasions because i keep getting a bill for tank rental I didnt own the tank to begin with it was already on the property! Each and every one of them told me that they would remove it from my bill and that i wouldnt have to worry about it anymore! WOW what a crock that was I get a bill every couple of months which is ridiculous ! The account number is [protected] I would greatly appreciate you taking care of this immediately ! My name is Sonya Asher 2268Old Summersville Rd Campbellsville Ky 42718

When I offered to prepay for a lower price per gallon on my fuel oil, a price of $2.09 a gallon was agreed upon. I continue to be billed $2.29.
The first time I called to complain, I was assured the billing would be changed to reflect this agreement. NEVER happened. Now that they have the prepay, they act like they never heard of me.

Stay away from this company. They are dishonest.

Ferrellgas has charged me a fee for NOT using a service. I pay an annual rental fee for their propane tank, and they have the arrogance to charge a fee for not filling the tank every year. I do not have that in writing on the agreement I signed with Ferrellgas, and they cannot tell me when the charge started to be in effect. From my understanding of Interstate Commerce law (Ferrellgas is based in Kansas I believe), a person cannot be charged if no goods or services are exchanged. This is quite different than an annual credit card usage fee, the service I am getting is the right to use the card if I wish, and I am paying for the line of credit. In this case, I already pay for the 'priviledge' of having this company provide me with propane, by paying the rental fee, and then I pay for the gas I consume in addition to the rental fee. But, in this case, no goods or services are being exchanged, so how is the fee lawful? Anyway, I was able to find a company in Sarasota that does not charge a 'low usage' fee (Detweiler's Propane), and hopefully others can find local providers that are not into illegal gouging.

I could write a book on how incompetent this comany is. My first bad experience with them was finding their driver on the side of the road claiming to have a heart attack. In fact he was drunk and had to leave the truck on the side of the road and be driven home. I will make a long story short. They let me run out of gas in the middle of winter when I was supposed to have regular deliveries. They did not service their rental tank. The regulator on their rental tank was bad and caused my furnace to explode causing bodily injury. Then they tried to charge me for the service call to change their non working regulator. I returned their rental tank about 5 years ago and they are still sending me a yearly bill for rent. Even more bizzare is the fact that they show I paid the rental last year and gave me a credit for it. I did not have the tank and can confirm that I have been doing business with a different local company since they picked up their tank.

My elderly neighbor's rental tank from them was leaking causing her great expense, danger, and the whole area smelled. They did nothing and her son had to step in and stop doing business with them.

It is no longer frustrating it is just comical.

past several years price each delivery was outrageous, when I called to complain they had excuses -sorry computer error, you are an established customer you will get lower rate etc. Last year I received a 700.00 credit on one bill. this year I called multiplle times for a delivery, was told I would get a lower price and no one ever came. I left messages, never received a call back.
Now I changed companies and have their 500 gal tank sitting in my
driveway! I have just called - AGAIN, requesting it be removed, and was told, you will be called soon, we will send a message to YOUR servicer. Of course, I sit and no call back...
I don't know what happened, I have been a customer for 15 yrs, and suddenly there is no service and price gouging.

Below, the text of the complaint I sent to Ferrellgas via their website. Planning to call the corporate headquarters and write a physical letter as well. This is totally unacceptable...

"
Greetings,

I am a new Ferrellgas customer, and I am very dissatisfied.

On January 28, I was charged $231.39 for my deposit and first fill. This charge was UNAUTHORIZED.

The previous day (1/27), I spoke with a representative to set up my account. There was some confusion over the rate. My landlord said not to pay anything over $2.14 a gallon, since it was a takeover from his account. The Ferrellgas representative I spoke with quoted me at $2.57 a gallon. She told me that to figure out the rate issue, I would need to speak with her supervisor Bob, who was not in the office at the time. I was assured Bob would call me first ting Monday morning to sort things out, and that my credit card would NOT be charged until the issue was resolved. But it was.

For the last month, I have been trying every week to reach this elusive Bob character, who is evidently the manager of four Ferrellgas offices in the Northern California region (I live in Lake County)... and I've been repeatedly leaving him messages and talking with associate after associate about my problem and how to resolve it. The customer service representatives are all sweet young girls, and I don't blame them a bit. They've always just told me "you have to speak with Bob..." -- but Bob is never around and hasn't returned a single phone call. I've left him five or six messages by now.

Now my propane is starting to run low... but I am determined to resolve this issue first. I also have an outstanding $14.09 on my account right now that I am withholding until this issue is taken care of.

I'll continue to try calling Bob -- but I sure would appreciate some help at the national level, if possible. I don't even know if there are any other outfits in the area who can sell me propane, or if this company has a monopoly... I've read a number of negative reviews of Ferrellgas online, and I am not surprised one bit. But I would really like to be the exception to this rule.

I hope to be a loyal and satisfied customer -- but first, I need to be treated like a valued customer. Please help me get in touch with someone who has some decision-making power. This is simply unacceptable.

Thank you very much for your time and your help. I wish you all the best.

Peace,

"

I usually don't complain about companies, so I might not be very good at it. Here goes!

Friday I called Ferrellgas and spoke with Carolyn. There's the first complaint - she was AWESOME. She answered ALL my questions in a friendly manner. (I HATE THAT)

Then, when she got to the price, she really upset me, she saved me about $200. Doesn't she realize that times are tough and their business needs to make money too.

Next, when I went into the office about 6 hours later, there were two very busy ladies behind the counter. One of them immediately said she would be with me in a moment. (I really just wanted to be ignored fo an hour, but THAT DIDN'T HAPPEN! I simply said that I had called earlier and one of the ladies, Carolyn piped up and said, "Mr Dan Parker, I have your Information right here". Great customer service really upsets me.

Well, then I looked over all the paperwork, and everything was exactly as promised. As you can guess, I was STEAMING!

We set up and appointment for the next AVAILABLE day, Monday! Why can't they make me wait 3 weeks like everyone else.

The delivery driver, Shawn arrived on time. I was so looking forward to waiting around the house all day, because like everyone else, I have nothing better to do.

Unfortunately, Shawn was as pleasant as Carolyn. He even opened the gate when he got here, and closed it when he left. Sitting out there for 20 minutes honking the horn would have been much more appropriate.

They also didn't force me to pay up front, but gave me an option to pay over the phone, or in person, AFTER having the tank and propane delivered. Too many Options!

I wound up going in to pay, what a mistake. More great customer service. I mentioned my business, (Pre-Paid Legal Associate) and Carolyn started immediately naming contacts for me to build my business. She had the audacity to ask Service Manager, Dave to call his wife for additional contacts. (Which he did). Don't these people realize I don't have time to call all kinds of people who want to help me. Maybe I want to fail in buisness and let my family live on the street. I have rights too.

Unfortunately, I am now under contract with Ferrellgas, so It looks like I will have to put up with this kind of customer service for a long time to come.

Dan Parker

If you choose to use Ferrellgas as your propane provider I can only suggest that you read every single word written on every piece of paper that they send you. They have been my provider for 10 years, and during that time I've always used their Auto Bill service, whereby they charge a set amount every month. When you have an account set up like that, they send you the exact same billing statement every month. In the AMOUNT DUE block, the words "Auto Pay" are displayed, and the first sentence in the fine print in the center of the bill reads "Auto Pay - Do Not Pay Amount Due". When you receive the exact same billing statement every month for years you get lazy and when the first sentence of the fine print says "Do Not Pay Amount Due", you believe it. DON'T.

Three times over the past 10years they screwed up my auto pay billing, and instead of contacting me to fix (their mistake), they just let it go for several months, then removed me from the auto pay program and sent me a bill for $1k+, due immediately. Oh, and the bulk rate I had initially agreed to in the spring was now double. In going back over my bills, all of which said "Do Not Pay Amount Due" as the first sentence of the fine print, several sentences down is a single sentence indicating that the account is past due. Should I have read through the fine print that looked exactly like the fine print of every other statement I got from them? Yeah, probably. Would it have made any difference when the first sentence says "Do Not Pay Amount Due"? Probably not...at least for the first 2 months or so.

The first time this happened I just paid them and didn't think much about it. I had other things to worry about, I gave them some money, they shut up, and all was right with my world. The second time this happened was right before Christmas, and coming up with the cash was somewhat problematic, but the prospect of not having heat for my family going into a MI winter was a motivating factor, and I managed to come up with the cash to shut them up. This balance was paid in 12/08. I went to their Howell office, some 20 miles away to make this payment, and stood right there to make sure that they had the account info correct for the following month. I asked "Now this is the last time I'm going to have to do this, right? The account information is correct, and the Auto Pay is in place, right?" I was assured that, as I stood there in front of them with all of the correct account information, that the billing would not be screwed up again. I received my January statement, read every word, and everything was good. They accessed the account and billed it correctly with my Auto Pay. Problem solved. Again. I received a fill in April (per their "Keep Full" program), and in May I noticed in the fine print that my account was past due AGAIN. I started pulling statements and bank records, and sure enough, the January billing was the last time they correctly billed my account. So again, I was removed from the Auto Pay and Keep Full programs, and oh yeah, the bulk price I agreed to no longer applied, and the fill I got in April about double what I agreed to. And oh yeah, I now owed them $1k+ again, due immediately.

When pressed about why they weren't doing their job and billing correctly, they said it was my job to make sure that they do their job correctly. I was also told that it was policy to stop the Keep Full program running after the bulk pricing was discontinued to ensure that I didn't go without heat...in April...less than 4 months after my last fill...though of course it would cost MORE THAN DOUBLE what I agreed to. All of this while receiving statements that looked just like every other statement I've received over the past 10 years with the phrases "AUTO PAY" and "Do Not Pay Amount Due" prominently displayed, and their screwed-up book keeping several lines down in the fine print.

After reporting them to the BBB, they agreed to reinstate the Auto Pay, which would of course be adjusted to reflect the payments that I had "neglected to make". Of course, they refused to even do this before the BBB complaint was filed. And they still refused to let me in on any bulk pricing agreements as I had missed that window when I had "neglected" to pay my bills...that said "Do Not Pay Amount Due" on them.

Far be it from me to accuse anyone of anything in public, but what happens every time they screw up the Auto Pay on a customer's bill is this; They get all of their money for the year within a few months, can remove you from any bulk pricing agreements and (in my case) more than double the per gallon price, and can get one last fill in at the new price without you really knowing what's going on.

Ferrellgas is not the only game in town, and will not get another cent from me.

originally was told that i was to call for propane delivery when my 250 gal. tank was at the 25% reading, or i would incurr an extra $125.00 delivery charge. they also stated that their delivery truck was in my neighborhood 3 times a week. on Friday Dec. 4th i called for a delivery. i was immediatly put on hold and eventually disconnected!
i called again on monday dec. 7. was told that they would call me back after checking with delivery personell. they called back mid-afternoon and said they'd be here the next day-tuesday. by now i was below 20% with power out and outside temp in the teens. i waited all day then called at 3 pm. was put on hold for 15 minutes. i called back and was immediately put on hold again. someone eventually answered - after checking with delivery, she said that they had cancelled all deliverys for that day and that perhaps they could make it on thursday. i could quite possibly be without heat by then and with another snow storm predicted for wed. night, the probabability of their showing up appears pretty remote. a supervisior was supposedly going to call me---but that hasn't happened

Last summer my propane tank was filled because I was on the "Keep Full" program. I was charged $3.50 per gallon when the going market price in my area was $1.99 per gallon. I refused to pay the outrageous amount and finally after many phone calls and a lot of yelling, Ferrellgas matched the $1.99 price. It was then I decided to switch to another propane supplier.

On 10/22/09 I notified Ferrellgas that I was going to switch suppliers and for them to come and pick up my tank. My tank rental was paid through 7/2010. I was told that I could not get a prorated refund for my tank rental charges. Also, today they picked up the tank and tried to charge me $85.99 for the pick up of their tank. I immediately called their office and complained. The told me that the charges would be canceled. We'll see if that happens.

The moral to the story is to NEVER use Ferrellgas as a propane supplier. The are a ripoff and try at every opportunity to gouge their customers using unscrupulous tactics.

Late last spring I decided to quit buying propane from Ferrellgas because their prices were getting out of hand. I told the delivery driver not to fill my tank; that I would use the remaining propane up and then have them remove their tank. At the time the tank was approximately 50% full.

The tank is now at 20% capacity (or approximately 55 gallons) and yesterday I received a bill from Ferrellgas. They've charged me $200 for a "Low Usage Fee."

It's ridiculous. I've been in continuous residence here and have been using the gas in the tank as I always have, year in and year out.

I planned on having Ferrellgas remove the tank when it became 5% full since they won't reimburse me for any fuel remaining in the tank.

What can I do? I'm being ripped off!

I' posting a complaint in reguard to Ferrell Gas company.On January 16th I decided that I would purchase propane from a company other than my normal company due to price almost .50 a gallon.Which is the least of my complaint.I ordered the gas waited several days for a driver to pull up nothing, so on Wednesday called them back to see when the gas is coming I'm at 15% at this time below zero weather.The lady said yes on Thursday or Friday.Great I thought!None to my suprise at 200 pm on Friday no gas 7% at this point.Called again they said on there way.5pm still nothing called them.They claim i was trying to put gas in a another companys tank.The tank clearly belongs to me they had confirmation from proir company that the tank belonged to me.Driver never came to my house no tracks to tank which is inside a fence.Ladies were rude and told me they didnt want to give me propane.Pretty much called me a lier>Had to rely on prior company.Dont depends on this company they will leave you cold and hanging.

On 2/11/2009 Driver Joe Limone, Truck #3789 delivered LP gas to my home in Franklin, NJ at 3:22 p.m. and damaged my driveway. He dug a hole with the truck approximately 100 sq. ft. and 6"-12" deep right in the middle of the driveway. The rest of the driveway was badly crushed by his driving. He missed hitting my car by only a few inches. The drive made no attempt to notify me of the damage. When I discovered the damage, I immediately called Ferrell Gas and they confirmed the driver had reported the accident and that someone would contact me. After three days of trying to speak with someone knowledgable about the accident the only thing I have to show for it is a claim number. No one will speak to me about arranging for the claim adjuster, where to send quotes, etc. All they will acknowledge is that yes, their driver damaged the driveway.

I have been a loyal customer for over 8 years. This fall I called Ferrell to order propane. I was renting a tank from them. The rep stated the charge for my account was $4.95 per gallon. I was speechless. I just recommended a friend to Ferrell a month before and her price was around $2.00 per gallon. The rep said that was the price she was told to state on my account. I told her I would not be buying propane from them for that price. She proceeded to be very nasty with me and inform me that no one else could fill their rental tanks and I really didn't have a choice. I told her she could come pick up her tank and I would have someone else deliver another one. (Which I was able to do quickly and easily, at a lower rate with a nicer company)

When the driver came to pick up our Ferrellgas owned tank we learned the motivation behind the price increase and the rude behavior. We were told they wanted us to use a different company because we are a low consumption customer and they intentionally ran us off as a business strategy. So if you are a Ferrell customer... conserve energy and use less propane... be prepared to be treated rudely and receive $199.00 low usage bill... which they will wave once you agree to have them pick up your tank .. on which... you have already paid the yearly rental. Ferrellgas apparently sees every tank that is being rented to a long term customer with lower usage averages without a "Keep Full" contract as a wasted asset. That same tank can be rented to a new customer who is required to sign a "Keep Full" or other questionable contract without the full knowledge of the "Mysterious Business Practices" of Ferrellgas.

BEWARE and READ EVERY WORD!

We were Suburban Propane (Fargo, ND) customers in 2001 and were happy with their propane service. Approximately in 2004 they were purchased by Ferrellgas. Although we live in Minnesota the Grand Forks, North Dakota office of Ferrellgas was the supplier and answered our calls for customer service. We had a "keep full" contract for propane and also had "locked in" the propane price. The truck would fill our tank in the coldest month and charge us market rates instead of honoring our contract. When my husband would call and ask what happened to our contract, the lady in customer service was always rude to him and then would look up our account and tell him, oh yes she remembered it was a contract and would recalculate the bill. This happened with every bill we received. Finally my husband had enough when they started adding fees for "tank rental" besides all the other fees already in the bill. He contacted a local propane company and with their help purchased a propane tank and they came and fixed it so we could continue to use the propane in the Ferrellgas tank that we had already paid for.
There is alot more to this than I have time to write. I am in the process of filing a complaint with the attorney general. Funny thing, when we disputed our last bill ( of course it was the wrong amount again) they told us we didn't have a contract and we had to pay the market price. We left a balance due and wrote 3 or 4 letters disputing it. Finally, the headquarters office of customer service called and said they would have the "local" office contact us. The same rude lady that my husband has been dealing with for 4 years called and was telling me that my husband was rude and would never let her talk. And she is not in charge of sending out contracts to customers and she has no idea that we wrote letters to Ferrellgas. She put her supervisor on the phone and to "keep" us as customers he would offer us a contract for propane at $1.99 for the whole year. Yet he would not adjust our past due bill under $2.27. So if you threaten to leave the company they offer you a contract and a great rate but if you are a customer you get overcharged and they never send you a contract. The new propane supplier tells us he has alot of ex-Ferrellgas customers and they all basically say the same thing happened to them.