Complaints

This profile includes complaints for Ferrellgas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ferrellgas

  1775 NE Chouteau Trfwy Kansas City, MO 64120

• 

  Ferrellgass, L.P.

  2150 Lockport Road Niagara Falls, NY 14304

• 

  Ferrellgass, L.P.

  5859 State Rt 31 Verona, NY 13478

• 

  Ferrellgas

  11466 St. Hwy. 618 Conneaut Lake, PA 16316

• 

  Ferrellgas

  1806 Broad St Ext Greensburg, PA 15601

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ferrellgas @ ************ gauges below 30% mark 3/27/25 @ 28%. Happened in Dec., now again when emailed company asking about next delivery? Dec. 23, 2024 talked to ****** saw I needed propane delivery said "if she requested one, it would kick me out of auto fill system." Received email from ***** ***** aware Dec. 26 then 23%. "Said order pending, however it is not scheduled yet; dispatcher was aware." I can understand winter months, but now its Spring. They let my 2 100 lb. tanks reach 21% just shy of dangerous level of 20 in Dec. 2024. Read online "committed to superior customer service", not true. Things have changed dramatically with company past few years. Neighbor drove by location Johnstown, NY saw 4-5 trucks sitting in lot; no drivers. I received email saying "they try to do the best they can; winter was tough, do try to deliver when you are at/about 30%; winter missed our mark. Our goal to not run you out of propane." March another email from ** ***** "order getting reading, to be routed in our system; should see us within next 7 business days." No Sat. or Sun. deliveries. Tank average down to 24%. Monitoring Wed. 3/17 @ 28, Thurs @ 27, Fri 26%, Mon and Tues. 4/1 today both @ 24%. Contacted customer service if they would give detail which day Tues to Thurs of this week they would deliver? No response at all; not by phone or email. Someone from Customer Service sent email 4/1 @ 12:28 PM, "thank you for requesting a propane delivery. Because you are an Auto Fill customer, you receive deliveries on an automated schedule. To ensure your propane is delivered when needed, please let us know how much propane is left in your tank as soon as possible by calling your local office @ ************ or live chat. They already know. Don't they look at my account online for themselves? Disabled senior. 71; they don't care; arthritis and asthma health condition. Cold trailer from 3 PM on. Asking BBB help. Thank you.

  Business Response

  Date: 04/09/2025

  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:
  A review of *** ******** consumer account reveals that she leases two 124-gallon propane containers that are connected to a manifold system. The account is also set up as Auto Fill, which is Ferrellgas’ convenient delivery service where Ferrellgas estimates the customer’s propane usage based on our advanced computer system, and a delivery is automatically scheduled when our system indicates that a refill is needed.
  *** ******** concerns relate to receiving propane deliveries through the Auto Fill delivery service. When a delivery occurs, the driver notes the starting percentage of the tank before filling the tank with propane. The starting percentage for *** ******** most recent deliveries were 60% on November 6, 2024, 25% on December 28, 2024, 30% on February 7, 2025, and 15% on April 7, 2025. These percentages show that *** ******** tanks have been receiving deliveries when they still have an adequate supply of propane.
  Ferrellgas’ Customer Agreement for Propane Sales & Equipment Rental (the “Agreement”) states that Ferrellgas will deliver propane to customers who utilize Auto Fill on our schedule when we believe that delivery is appropriate. Ferrellgas will make reasonable commercial efforts to keep the propane supply of the customer’s tank adequate but makes no representations that we will inspect the customer’s propane supply on a specific schedule. Ferrellgas also has the right under the Agreement to determine when to fill a customer’s tank.
  The Agreement does reference that Wi

  Business Response

  Date: 04/17/2025

  Please see the attached response.While we understand *** ******** concerns, it is not feasible for Ferrellgas to meet *** ******** expectations regarding guaranteeing a propane delivery before the tanks reach 20%. Ferrellgas is under no obligation to do so, and the tanks have enough propane at 20% to sustain usage for a reasonable period of time while waiting for a delivery to occur. *** ******** recent deliveries have noted that even during the busiest time of year for deliveries, her tanks were receiving deliveries when they will still 15% to 30% full. We understand ***** ******* frustration but believe that we have adequately addressed the concerns fully and appropriately.

  Customer Answer

  Date: 04/22/2025

  I understand Ferrellgas most latest and recent response. Time will tell whether or not they continue to do this again. I hope they don't. Their mentioning of 15% (in their words) shows way too low for anyone to sit and wait, wonder, why? Unbecoming of a company. They have delivered many times when tanks are at 30% and above, never below. Why they let just me (in my neighborhood) get that low and other neighbors, their own customers, I have asked, received their delivery was at 30%. They don't treat all customers the same. Ferrellgas is not consistent. But to do this to a customer not once but twice in a short amount of months? Flabbergasted, disgusted, unbelievable from a company who tries to emphasis they are one of the best in this area? Their actions are not acceptable and to say "under no obligation to do so? They will not guarantee delivery before tanks reach 20%"? Then why do they tell those "will call" customers something different and printed on their website? They'll keep on doing this until they get caught? Too late. A "keep fill" customer means just that and they know, never them to run my propane amount to 15% under any circumstances, within reason. At least I can resort back to BBB with Complaint ID # and allow the BBB to refer back if they ever do this again. I hope that this will show any and all at Ferrellgas they need to make improvements, hire more drivers, get delivery requests faster through their dispatcher and out to the customer. Their actions speak louder than words. As for their mention of a ***** *****? Who is she? I never brought her name forward and no written proof on my end in all the records I will be keeping. They also should buy enough propane to fill all customer's tanks. I have said all I am going to say. Close this complaint.
  

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my concern regarding a failure in Ferelgas auto-refill service, which resulted in my home running out of propane. My account has been set up for auto-refill, and I relied on their system to ensure that my tank would be filled as needed. However, I recently experienced a complete propane outage, which led to an emergency technician visit to determine why my heat was not working. To my surprise, the technician discovered that my tank was empty. This is particularly alarming because, according to their website, my tank was supposedly at 77% capacity. This discrepancy between the reported levels and the actual propane supply caused unnecessary inconvenience, stress, and additional service costs of $405.

  Customer Answer

  Date: 03/12/2025

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

  Your system was not properly set up for auto delivery, and as a result, you failed to deliver propane as promised. This is the second time in three years we’ve had this issue with your company. Due to your repeated failures, I have switched to a different provider.
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/20/2025

  March 20, 2025
  
  Complaint Specialist
  Better Business Bureau
  
  Subject: ***** ******— Complaint# ********
  
  To whom it may concern:
  
  The rejection filed by ***** ****** has been forwarded to the Ferrellgas Legal Department
  for investigation and comment. We understand *** ******** frustration but believe that
  we have adequately addressed her concerns fully and appropriately. *** ****** did not
  give Ferrellgas an opportunity to investigate the issue, and Ferrellgas is not responsible
  for the costs incurred by *** ******.
  
  Thank you for bringing ***** ******’s concerns to our attention, and I hope the above
  resolves any questions or concerns.
  
  Thank you,
  **** *********
  Paralegal
  

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested a propane gas delivery on Feb. 6th 2025. On Thursday Feb. 20th I received a voicemail stating that the delivery would be made within the next three business days. On Tuesday morning Feb 25th my wife called for an update on the delivery. She was told by the representative that she (the representative) would have to get up with a manager and would call her back. After receiving no call my wife called again that evening and was told the same thing. After still not receiving a return call, I called myself this morning and was told the same thing once again. Propane is the primary source of heat for my home and family of five including three children .

  Customer Answer

  Date: 02/28/2025

  The issue has been resolved. The delivery was made the same day that I made the company aware that I would be contacting the BBB

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My grandmother is a 75 year old widow. She uses Ferrellgas for propane to heat her home, heat her hot water heater and for her stove. The tank is leased with Ferrellgas and the meter was stuck showing 20% of the tank being full. On February 8th she realized her tank was actually empty, so she called the company and told them what happened and asked for propane to be delivered. She has been without heat to her home, hot water and a stove for two weeks. We've called and asked about paying extra for an emergency visit of some sort, asked for managerial communication of any kind...and we've got nothing at all.

  Business Response

  Date: 02/24/2025

  Please see the attached response.Subject: ******* ****** - Complaint # ********
  To Whom It May Concern:
  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:
  ******* ****** is not listed as a Ferrellgas customer or as a contact on a Ferrellgas customer account. Therefore, we cannot address these concern(s) at this time unless further information is provided in relation to a Ferrellgas customer account that ******* ****** is associated with.
  Thank you.
  Sincerely,
  **** *********
  Paralegal

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Been waiting for a propane delivery since 2/10/25. Called Ferrellgas and reported very low. The next day tank was empty. Called as was told the could not come until next week. Called several more time that week and was told the same thing. Then they promised Monday 2/17/25 didn't show up, they called and said rescheduled until 2/18/25. I have text confirmation delivery would be 2/18. Didn't come. I called again 2/19 and was told we were on schedule for that day, delivery 13 of 16. Still did not come. Multiple calls 2/20 with no satisfaction. Called again today and was told again on schedule for today 2/21. I can't believe they treat their customers like this. They don't care. This is my 85 year old mothers house, she has had no hot water or stove for 11 days now. Thank god she doesn't heat with propane or she would have frozen by now. I asked for a call from a manager and I'm still waiting for that. I have spoken with an agent Keith who has been very helpful, even though he didn't have the best news, and he did call me back like he said he would.

  Customer Answer

  Date: 02/24/2025

  Propane delivery was made on 2/21/25 around 6:00 pm

  We are satisfied with the delivery, however, still think this was a horrible to treat an elderly long time customer.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rely on this company to provide Propane to heat my home and water. I submitted a delivery request 10 days ago, (1/20/25.) I have been told by customer service agents that my delivery will be there on 1/28 and then 1/29. My tank was empty as of 3pm on 1/29/25. I have not received delivery, I have not received any resolution and no promise of delivery today. My home is not unsafe for my family and pets. Last week was the coldest of the year and still there is absolutely no regard for my safety, well being or my business.

  Business Response

  Date: 02/06/2025

  Please see the attached responseThe 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 the consumer account reveals that there are two tanks listed that are owned 
  by the customer – one 124-gallon container and one 330-gallon container. The account is 
  also set up as Will Call, which means that the customer must contact Ferrellgas before a 
  delivery order is placed.
  The delivery order was originally placed on January 20, 2025 for the 330-gallon container, 
  and the delivery timeframe provided was from January 21, 2025 to January 30, 2025. 
  Delivery was attempted on January 30, 2025, but delivery could not be completed 
  because the driveway was not plowed. On January 31, 2025, either *** ******* or 
  another individual associated with the consumer account showed up at Ferrellgas’ local 
  office demanding that delivery occur as the driveway was plowed. One of Ferrellgas’
  drivers went out to the property, and the driveway was not plowed. The driver had to 
  wait for the customer to plow the driveway so delivery could occur. Delivery was 
  completed on January 31, 2025. 

  Customer Answer

  Date: 02/06/2025

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

  My driveway was plowed and has never been an issue.  The experienced driver that we met at the Candor location thought this was unprofessional and inexcusable on the part of the driver. He made sure that the driver returned to my residence, where we argued and he complained and whined until he finally backed into the driveway and filled my tank.  He repeatedly pointed out that his vehicle's tires were inadequate and had no traction. This is the responsibility of the Company, not the customer 

  Beginning on Monday 1/27/25, I was promised delivery on 1/28, then again on 1/28 for 1/29, and then on 1/29 I was told I could expect delivery on that day.  I did not receive delivery on any of these days. I ran out of propane on 1/29 and was out for over 24 hours.  There are records and notes to substantiate this. Not only did this present an unsafe home for my family and pets, but my furnace incurred significant damage which cost over $600 worth of repair by a professional plumber 

  I have not received a courtesy call nor the promised calls from supervisors that I not only requested but was promised. I expect direct communication from the Company as well as compensation for the damages (both mental and physical.)  I am considering legal action.

  This is the second consecutive winter that I have run out of Propane due to this companies inability to perform their basic and contractually obligated duty as a provider.  I have been requesting Autofill for over 2 years and the company has absolutely ignored this request.  Make this right.

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

  Business Response

  Date: 02/14/2025

  Please see the attached response.The consumer rejection filed by ******* ******* has been forwarded to the Ferrellgas Legal Department for investigation and comment. On February 27, 2023, there was a request made to switch the account from Will Call to Auto Fill. One of Ferrellgas’ representatives called and left a message that outlined information that needed to be provided in order to make the switch. The information was never received. On January 21, 2025, the customer called and had the delivery order entered, stating that the propane container was at 20%. The end date provided was January 30, 2025. Ferrellgas’ Customer Agreement for Propane Sales & Equipment Rental advises Will Call customers to contact Ferrellgas when their tank is no less than 30% or no less than seven business days prior to the date that propane will be needed. This information is also posted on Ferrellgas’ website as a banner on the top of the site. On January 27, 2025, *** ******* called in requesting an ETA on the delivery. The Customer Support Specialist advised *** ******* that, barring any emergencies, the delivery was routed for January 28th. *** ******* also requested information regarding Auto Fill. A call was made to the primary contact on the account later that day, but there was no answer. A voicemail message was left advising that the primary contact needed to provide permission for the change to be made. On January 28, 2025, Ferrellgas was contacted regarding the delivery order. The order was tentatively on route for January 29th. A request was made to escalate the matter to a supervisor. The supervisor called and left a voicemail for the main contact on the account to advise that the delivery was tentatively on route. The supervisor also stated that information needed to be provided in order to switch the account to Auto Fill. On January 29, 2025, Ferrellgas was contacted because the delivery did not occur. Bad weather in the area led to drivers needing to be pulled off the road. T

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered gas on 1-3-25 it was promised to be delivered by 1-17-25. They sent an e-mail on 1-17-25 and said my delivery was pushed out three business days. That would have been on 1-22-25. It is now 1-26-25 and has not been delivered. I’m out of gas no heat and it’s 30 degrees I feel this is completely unfair and they should held responsible. I am 71 years old and it’s cold. There is no excuse for this kind of delay in filling an order. They have failed to uphold their end of the deal. I need my gas order asap it’s cold. I feel they owe me my delivery asap and a substantial discount on the bill. I doubt any one will take any consideration to any of this but I can say I reported it. It’s obvious I’m being pushed to the side and nobody cares I’m cold. I cant wait to hear your response if I get one !!!!!

  Customer Answer

  Date: 01/28/2025

  close as resolved

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sunday January 12, 2025, I called Ferrellgas to order an emergency fill on propane. After speaking with the customer rep, I ordered 500 gallons of propane and was required to prepay for the transaction. Once my card information was given, they then proceeded to tell me they were not doing emergency fills, and it would be up to 2 weeks before propane could be delivered. I agreed to the transaction and hung up. I called another company and was able to get an emergency fill same day. I called Ferrellgas back within 30 minutes of ordering the original 500 gallons and requested to cancel the order. The lady who answered said that she would get it taken care of, and the charge would fall off of my debit card. On January 15, 2025, I called Ferrellgas since the charge hard posted to my checking account and they proceeded to tell me they were unable to process my refund as the bank was denying it due to it being an "ATM CARD" however, if it was an "ATM CARD" my transaction would not have been able to process in the first place. I was instructed to call my bank and ask about them denying the refund. My bank (Central Bank) said the have never heard of the happening and they did NOT deny a refund into my account. Ferrellgas are now telling me that they are only going to be able to send me a check and it will take 4-6 weeks until I receive it. That is just unacceptable. If my debit card was charged, then my debit card should be refunded. Them saying it is an ATM CARD is just absurd. I CANCELLED the order and never received the propane. My debit card should have NEVER been charged in the first place. I called back today, January 21, 2025, and was told there was no update on whether a check had been issued or mailed. I am beyond frustrated and just want my money back into my checking account ASAP. Please help, thank you!

  Business Response

  Date: 01/28/2025

  Please see the attached response.The consumer complaint filed by Christine Hanley 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 the ******** consumer account reveals they own a 1000-gallon propane container. The account is set up as Will Call, which means that the customer must contact Ferrellgas before a delivery order is placed. The account is also set as Pay in Advance, which means that payment must be made to Ferrellgas before the delivery is made.
  The delivery order was originally placed on January 12, 2025 after payment was issued for the delivery. **** ****** contacted Ferrellgas later that day to advise that they were out of propane. Ferrellgas’ Customer Agreement for Propane Sales & Equipment Rental advises Will Call customers to contact Ferrellgas no less than the tank being at 30% or seven business days prior to the date that propane will be needed. This information is also posted on Ferrellgas’ website as a banner on the top of the site.
  The delivery timeframe provided to the ******* was from January 13, 2025 to January 24, 2025. The ******* were wanting to receive an expedited delivery, which could not be accommodated at that time. As such, the ******* cancelled the order and requested a refund of what they prepaid for the delivery. A refund through the debit card used was attempted but could not happen due to the card showing as an ATM card. A reversal was attempted twice, but the error message “Alert! ATM Transaction Declined” showed during both attempts. Since the refund to the card was not possible, a check was issued and has been mailed to the *******.
  Thank you for bringing ********* ******** concerns to

  Customer Answer

  Date: 01/28/2025

  I do appreciate their response however my DEBIT card is not an ATM card as they are saying. They would not have been able to charge it in the first place if it was indeed an ATM card. My issue with this whole process is when I called I specifically requested an Emergency fill and they took my money BEFORE they informed me that was not possible at the time. Why offer the service if you are not going to provide it. I sourced Propane elsewhere and called back for a refund. They told me it would never hard post to my checking account and it did. They then told me it would be refunded. It was not. And now they tell me they have issued a check that could take 4 to 6 weeks to receive. They pride themselves on customer service but im not very satisfied. I just want buyers to beware of this issue. Don't offer emergency fills as a service if you're not going to provide it. And don't take the customers' money without telling them you are not going to provide it. We are a farm family, and we do not have a weekly or monthly payment. $1200 is a lot of money for our family to be without for several weeks. 

• Initial Complaint

  Date:01/15/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for propane on 12-30-24. Amount of 851.54. I was told expect delivery on January 5-7 2024. As of end of business day January 14 2024 I still have not received a delivery. I have called company and was told they can not give me a delivery date. I was told they would call me to give me a date. I informed them that upon payment that I was low on propane and they said they would be there before I ran out. No issues. I have been out for 3days. I still have not gotten a response as to a delivery date. As I can’t get hold of someone local and it doesn’t appear that they have any concern for their customers I am filing a complaint. I was never sent invoice to be able to provide it for complaint.

  Customer Answer

  Date: 01/21/2025

  they did fill it for me

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1-3-2025. They filled my completely empty propane tanks and shut them off. Leaving only a note stating: could not light customer pilot light nor do pressure test because CUSTOMER NOT HOME.. I was home and NO attempt was EVER made to walk up my ramp to my front door to knock, ring my doorbell or call or text!!! I am a senior citizen and without a furnace going on a week tonight! I also reported elder abuse

  Business Response

  Date: 01/15/2025

  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, talked to the relevant field personnel, and offer the following response: Ferrellgas set two 120-gallon above-ground tanks on October 9, 2024. When the tanks were set, they were unable to be placed in service as the furnace would not run. The tanks were red tagged, and *** ******* was advised to call back after he had his furnace serviced so that testing could be completed and the system could be placed in service. Ferrellgas returned to *** *******’s residence on November 1, 2024 to perform testing. When Ferrellgas’ service technician arrived, *** ******* advised that he took the furnace apart and cleaned it then put it back together and lit his own pilot light. Ferrellgas’ technician performed testing and was able to remove the red tag. Ferrellgas then delivered propane on November 15, 2024 and filled both tanks. *** ******* placed bulk order deliveries on December 25, 2024 and December 31, 2024, but both deliveries were cancelled because no payment had been submitted. On January 2, 2025, Ferrellgas received a LIHEAP pledge to be added to his account. Order was entered, and delivery occurred on January 3, 2025. During the delivery, it was noted that the propane tanks were out of gas,so a leak meter was performed. No leaks were present, so the tanks were green tagged with a note that stated both tanks were left off, and the customer would need to turn them on and light the pilot. Ferrellgas had no indication that *** ******* was requesting his pilot to be lit at the time of delivery. After delivery, Ferrellgas started receiving emails and calls from *** ******* demanding we come back out and light his pilot. Ferrellgas advised *** ******* that we were not going to be returning to light his pilot. Pursuant to the Customer Agreement for Propane Sales & Equipment Rental, Ferrellgas