FerrellGas
Reviews and Complaints

I have had no luck in communicating with FerrellGas customer service or getting my order completed. A delivery was attempted back several weeks ago and it seems only one tank could be serviced, there are two 120 gal. tanks. I put a small wood fence around the tanks with one door. This area has a 6' wood fence and the second tank is in tandem with the first. It would seen by using a step stool the second tank would be easy to reach but that didn't happen. The associate arrived several days prior to the scheduled delivery and I was not home but my wife did see him in the back yard. He was raising his arms in the air out of frustration. Rather that coming to the door to let my wife know the situation he went to the truck and at that point my wife approached the truck to find out what was going on. His comment was that I put the door in the wrong place. Still thinking a small step stool would have saved the day I took part of the fence down so that the second tank could be filled. I called the local Ferrell gas company that I deal with and scheduled the new delivery. The promised window was no later than last Saturday, 7/20/2024. No delivery! Several additional calls to the company were a waste of time and I was promised a call back and, again... no call. Yesterday morning I tried the live chat on the Web site. That seemed to go fairly well and prior to ending the chat the agent asked for my Cell phone number so she could get that to the customer service person who would call me back hopefully quickly. No call as of 11:18 AM today. Good customer service is very important and should be expected. I leave it to you to judge the type of service I have received from the Ferral Gas located in Laurel Florida. Oh, I made a payment up front which was required. What do I do to get a refund as it doesn't seem my tank will be filler. I will be taking a photo of the area the tanks are located should you need one.

This company is blaming us bc their tank leaked and we were on budgeting as the gas company was to refil at 30% yet in four degree weather they let us run out of gas my dad is on oxygen with bad lungs I have a young son.WE MADE THREE CALLS AND WERE TOLD GAS WAS ON WAY AT END OF DAY NO GAS.4 th call resulted in being told that since we had to be refilled three xs as a result of their tank leaking that they would not help us.THEY ARE LIERS AND HEARTLESS AND lie 0 professionalism

Good afternoon,

The price breakdown for the service is:

$200 Tank set

$200 Tank rent

$10.99 Fuel Surcharge

$3.899/gal for First fill.

Thank you,

Customer Care

Digital Team

Ferrellgas

Customer Support

The price breakdown for the service is:

$200 Tank set

$200 Tank rent

$10.99 Fuel Surcharge

$3.899/gal for First fill. $3.899 X 96 gal = $374.304

I would like to speak to a supervisor about this. I was to get 50 gallons free at first fill and get a special price as a new customer. I asked for credit on the free 50 gallons and was told that would happen when they set my tank, I have no idea when that will be. I had a fuel charge, and I asked a rep what that was, and I have not received a reply.

200

200

$10.99

$374.30

------------

$785.29 I paid $838.10 difference of $52.81 where is the $52.81? Why was I overcharged?

Ken

Fri, Oct 13, 11:58 AM (9 days ago)

Hi, finding a quality propane provider shouldn’t be a hassle. You deserve a dependable supplier that puts you first and can fuel what matters to you. That’s why Ferrellgas is the right choice to meet all your propane needs.

Ken F.

Thu, Oct 19, 5:49 PM (3 days ago)

to Customer, me

Finding a quality propane provider shouldn’t be a hassle. You deserve a dependable supplier that puts you first and can fuel what matters to you.

Well, I have waited 7 days to meet the person who is going to put me first and can fuel what matters to me. I guess he or she isn't available so I will probably never get my tank. Is this how all your new customers get treated?

They advertise how great their company is at providing great customer service. Well, I have not received any great service. I am a very frustrated customer. I will check around to see if any other company can provide propane service to me.

I called to order propane for my son who lives down the road from me and talked to Millington MI Ferrellgas. They couldnt look his account up by name and street number so I said that I would have to call them back because I was driving home from work and couldnt look up his address while driving. I called back and after waiting 28 minutes finally hung up and proceeded to call when I came home. I asked to have propane delivered as soon as possible because my son had only 5 percent left and he needed help from us to pay for some fuel for him. She told me it could take up to a week to deliver it but she hoped that they could get it there by tomorrow. I said well I have called you today and am I going to get a charge if it runs out before you get there and she said yes 49 dollars. You know I have been with this company for 30 years and I bought this protection plan so that I got the lowest price. I called Hamilton that has been trying to get us to come over to them and asked them what there propane was going for. They said 174.9 and that is without paying for a protection plan. I told the lady at Hamilton that Ferrellgas was charging 230 a gallon and she said I know that is what I have been told by the customers that are changing from Ferrellgas to us... Ferrellgas is charging us 230 and we paid the extra for the best price... Im very disappointed with your company and I am seriously considering changing companies. Now Im waiting on the phone still at 15 minutes. Im gonna talk to my husband and if he says change companies I may just do that. Expecially if Ferrellgas doesnt match Hamiltons propane prices. Been waiting 20 minutes now... Still waiting.. She finally. I talked to Michele and she is a Gem. Keep her because she has turned my whole attitude completely around. Have here train you the others.

First time customer of ferrellgas, and it has been a failure from the beginning. Placed an order to be delivered a week later. Made a special trip to my mountain home for the delivery only to find out I wasn't on the schedule. The person never placed the order. She tried to placate me by saying it could be delivered the following week. Unacceptable, I demanded a refund. Supposedly it was processed, but 11 days later, I am still out $800. I called again only to be told that this person would email someone else and I'd have to wait. I won't even get a call, I have to watch my bank account! This company doesn't care about customers and I regret ever calling them. Save yourself the hassle and go with someone else.

Unfortunately my experience with Ferrell Gas has been less the favorable. I have been requesting a tank pick up since Aug 7th. I have called more then a 1/2 doz times. I have even started requesting that management contact me. Management has never attempted to contact me.

The company did tell me that I was scheduled for a pick up and that I had to be here. I waited for the 3 hr window + 1 ex hour and no one called or showed.

I receive the run around each time I call. "Well, tank pick up is a low priority and we have too many many other calls to address." It isn't even cold out yet. They owe me money for the fuel that is in there and for the rental fee.

At this point I was left to review here because I am beyond the point of receiving the runaround.

They ordering fuel system is not an easy friendly one. I have tried using the online version and couldn't get in because it would not allow me to reset password which it was prompting me for. When I have called you can wait on hold for ever after going through the computer prompts, and then I end up with someone in Florida that is not able to help me...

Beyond frustrating. Use a smaller local company that actually picks up the phone when you call.

My delivery was supposed to be her NLT 23 Aug. It's Aug 30 and I have heard nothing from them. The automated phone system is terrible. When I finally got a live person she put me on hold for 15 minutes then hung up. I got another one and she could provide no explanation, could not put me in contact with a manager or any local gas employee to speak with. She also said the gas was delivered on 15 Aug; it wasn't. And this same thing happened to me last year so it isn't an outlier. Their online system doesn't recognize my account number so I can't log in. [protected] is the number on the email they sent me previously. I don't see how Ferrell says in business with this abysmal customer service.

Frank Sweet

I rented a 500 gal tank for my Generac usage and i was given a yearly rental price. The first two years it was the price we agreed to by the customer service rep. I received my third bill and the cost has almost tripled from the agreement i had with Ferrell Gas. They tell me it was an employee mistake. I guess there training on customer service is a hoax. They tell you one thing then blame it on an employee that was trained with there policy and procedures.

I purchased propane online and paid for propane online on or about April 30, 2023. The propane was delivered, but I have never received a receipt detailing the amount of propane delivered, the cost per gallon of propane, the additional add-ons FerrellGas charged me for, or the tax I paid. I do not know if I was billed correctly or not.

I have requested by email that I be provided with this information, but FerrellGas has refused to provide the information or respond to my request.

We had Ferrell Gas Contracted to install new service & tank, with a promise from them to install line the following Tuesday and set the tank shortly thereafter.

Tuesday came and went with no call, contacted their so-called customer service, some empathy from operator, with a promise someone will call me. NO CALL BACK. 14 more days each day calling with a promise of a callback, NO CALLBACK.

After 1 month of waiting one more phone call with a request for a supervisor to call me still waiting.

Can't get CO for house, no gas, no call back NOTHING.

Can't understand how this company can exist this way,

Ferrell propane in Guerneville, CA - After failing to provide gas for almost a month (on auto-fill and requested a fill for a month BTW), they come out and run out of gas, then come back a few weeks later and charge for another fill at a higher price when NOT ASKED TOO. No contact from the company at all. Called and had a RUDE woman named Patty tell me they will look into it and hung up on me. Now crickets from the company - this is in addition to complaint https://www.complaintsboard.com/ferrellgas-b120177#c1446620.

Ferrell gas

Address 17081 CA-116, Guerneville, CA 95446

Phone [protected]

When I set up new residential service in Galena, IL in September, I requested to be put on the “keep full” program (they estimate the tank level and fill it when it drops below a threshold, typically 40%).

By sheer luck, I was at the property in early January and noticed that the tank was nearly empty. I called customer service and this time was told that my home could not be on the “keep full” program because I am not a full-time resident. If ANY home needs to be on a “keep full” program it is a home that is not occupied full time. This could have been a disaster for me. I requested to have the tank filled immediately. To their credit, they waived the fee for an expedited delivery.

After the delivery, the driver called and offered to check the furnace pilot. I declined because the tank was very low but not empty, the furnace was still running, and I had someone coming later to check on the house. The driver DID NOT tell me that he was going to shut off the gas supply. This was my 1st experience with a nearly empty tank so I had no idea he would do this. This also could have been a disaster for me. Luckily, I had someone check and he found a tag on the tank indicating the gas supply was shut off. I had to call an HVAC contractor to come out to bleed the line and re-start the furnace.

I complained to customer service via phone on more than one occasion. All they can do is offer their apologies, but could not offer a reasonable explanation or resolution. I used the web site “Contact Us” page to register a complaint. I did not receive a response to this.

I called over a month ago to schedule for a 250 gal tank for my generator. Was told I would hear something within 72 business hours. A month later after several calls (once a week). Finally got a call to schedule. Made the appointment. Said they would deliver between 8-12 January 5 2023. I am also on auto fill at 23% in Kansas. No communication on that either. Called in after noon to ask about tank delivery. They said they would check and call me right back. Nothing!

On December 20th, 2022, while considering my options for the pending cold snap, I called Ferrellgas to inquire about 100 gallons of gas and the delivery window. I found I could afford it and the window I was given ended December 28th which made it a reasonable option and I decided to go this way. I put my money in the bank and called them back and ordered my gas. I was never given a confirmation so I called back to confirm and was again told my delivery window ended December 28th. This information in fact is still listed as my delivery date on the website. I called back to inquire after the 28th if there was any idea when my gas was coming and if there was anything I needed to do safety-wise with my pilot lights if my gas ran completely out because they did not deliver by the weekend. I was told by a customer service agent that I was stupid for not ordering earlier. Let me be clear that 16% of my 300 gallon tank would have lasted me at least two months had I not decided to use my central heat because of the information I was given by Ferrellgas to heat my home during the cold snap. I would still have hot water and use of my stove and oven today. Yesterday the website said my order was out for delivery and was due to be delivered at 12:42 p.m. At 3:00 I called back to ask about this because it had not shown up and I was assured it was definitely on the truck and coming “today” (Jan 3). Today January 4th, 2023 the website no longer says out for delivery. I was told by a customer service agent that my gas was never out for delivery. However I have a picture of the web page that says it was as well as a recorded phone call with the agent I spoke to on the evening of January 3rd when it was supposedly out for delivery. The agent I spoke with today, January 4th 2023, told me she would forward this information to the delivery people and that they would call me back. I am not going to hold my breath on that. I would however like to know what happened to my gas that was supposedly loaded on a truck. Again, let me be clear I had several other options to heat my home during the Cold Snap and had I been informed more correctly. I would have chosen a different way and would still have use of hot water and my stove today and for many weeks to come. If at any point in tge pricess the delivery date was amended to reflect a delay, there were things I could have done differently - even at that point - to attempt to make it last longer. Furthermore, I did allow for the estimate to be a few days short - but not over a week. I am suspicious at this point that there is no process in reaching the estimate. While most of the customer service agents have been very polite I'm very convinced at this point that I am just being being given a polite running around. I also know that there are a lot of people in this situation who are far less able to handle it than I am and this could be life or death for them. This is ridiculous.

Based on reviews, ect. That I am seeing all over the internet, this is common practice for this company.

We inherited a Ferrell gas propane tank. Much to our distress Ferrell Gas Company has been a nightmare to deal with. I telephoned them to fill our tank in a timely manner when the tank is low. They then tell me they will be out MAYBE in two weeks. I am forced to call back and speak with a telephone answering person who is in another State and cannot do anything to help the situation. When I ask for a manager, they give me the go around and tell me this is the soonest they can deliver the propane. It is insane! As a handicapped (physically) and a person with Renauld's disease I cannot go without heat. My finger and toes will develop gangrene (look it up). Ferrell Gas has been notified of this over and over again. If our tank runs out of fuel it also destroys our heaters and they had to be replaced when we moved in due to this happening before but most importantly, it affects my health and safety. Why is this company allowed to function? Please read other complaints online and see that Ferrell Gas has done this to MOST of its customers.

Pre-scheduled for re-fill of 1000 gallon tank on 12/20/2022. Placed call to Ferrell to confirm appointment, was told "yes" on schedule for 12/30/2022. On 12/30/2022, received a recorded voicemail from the Elk Grove CA office stating cancellation "due to high demand" I immediately called the Elk Grove office. My tank was at 9% for a 3500+ sq. ft. home. Person who answered was ABRUPT, said "sorry, 2-3 business days" and hung up. My wife tried calling x 2. She could not get through. It would ring, then a "hang up". Due to New Years Eve, and Monday being a Holiday + a major storm going through northern CA with several inches of rain, cold, & wind, our home is cold. Ferrell Gas has breached their contract. Poor service. Failure to provide a solution. This is how Ferrell treats customers. After this incident, I have read hundreds of negative reviews pertaining to the same thing, NO DELIVERY ETC.

Current customer on the auto-fill service option which requires the company to monitor the tank level and come and fill when it falls below 30%. I recorded conversations with Christopher Rubolino, District Manager III Ferrellgas out of Raleigh NC. I was called a liar, asked why do I stay with the company if I was unhappy with the service and yelled at when I questioned the service. I can provide the taped and email conversations upon request.

Note: We stay with Ferrellgas because up until recently, the service was good, plus we can do cost adjustment based on pervious usage.

Once Mr. Rubolino understood I was serious when I stated the conversation was being recorded, he settled down and assured me that my auto-fill was intact and if I had any further issues, I should deal with him directly. I sent an email today explaining what the tank reading was and the medical situation in the residents. NO RESPONSE!

I am at 26%, December 21, 2022, and a major chill is about to hit this holiday weekend.

There are two medical needs members living in my home and they also have immunity issues. Heat is not a luxury, its a basic requirement and is medically necessary.

We are ready to proceed to the next step if this tank runs empty. we are done talking!

Current customer on the auto-fill service option which requires the company to monitor the tank level and come and fill when it falls below 30%. However the company does not have the technology in place to do this properly, this happened to me last December as well and the company puts the service requirement on the customer. My tank fell below 30% and no one came so I placed an order on 12/02/22 for my tank to be filled. After 3 phone calls 12/12-14/22 I still have no delivery date or know when my I will get propane. The company has no system in place to communicate with customers on the same day even to schedule deliveries. I am at 20% propane with all my major heat and cooking appliances requiring propane. Heat is not a luxury, its a basic requirement.

CS Rep Cathy Nelson no help, bad attitude, laughing, condescending, provided false information possibly illegal information. Will not provide me access to district manager or correct canceling of service information. Ferrell had my propane order for 15 days and promised delivery by the 12/8. I had to call THEM only to find out they would NOT deliver to me on the 8th. I feel this is a SCAM, so I end up paying a $200 emergency delivery fee as noted in one of my several calls to the Sacramento / Stockton area office. The customer service fall-off over the past couple of years for this area is unbelievable and should be audited by a true Operations or District Manager. One sure start good effort would be to terminate the employment of Cathy Nelson. The second-best effort action would be to stand by your delivery date without exception. At the very least call the customer to let them know. Thats why this $200 emergency charge seems to be the scam Ferrellgas is now running out of this area. I will be contacting the BBB and Consumer Fraud Agency about this range date scam!