FerrellGas
reviews and complaints

On 1/26/21 I ordered 80 gallons of propane from Ferrell Gas Co.
Delivery was promised on 1/29/21
Nobody showed up, so I had to order the gas from another company..
I contacted Ferrell Gas on 1/30/21 to reverse the charge of $282.44 on my credit card account.
They promised to do so, but didn't.
Ferrell Gas had my money since 1/26/21, and today, 23 days after, I'm still waiting for my refund!

I have been a customer of ferrellgas for 16 years and to see them jack up my propane tank rental fee from $26 to $106 a year angers me to no end! And when I inquired about just buying the tank from them to keep from continually going through this they refused to sell it to me. So then I notified them that this move will cause me to find another supplier for my propane they could care less and told me that they could come and pick up the tank but they would only refund me $1.09 a gallon for the remaining propane even though they charged me $2.49 a gallon for the same propane when I bought it and said they would also charge me a removal fee! Who runs a business this way? Crooks do!

I've been a customer of Ferrellgas for the last 7 years, in the beginning it was okay little issues but nothing big, recently they have been horrible. First let me state that I am a pay first deliver after customer. Most recently they have came to my residence in November and filled up my tank. The employee has overfilled our tanks TWICE now( not overflow and make a mess everywhere but still more than the dollar amount we paid). There's a reason we pay what we pay and now they are trying to make us pay yet again for fuel that we did not ask for, that their guys messed up and put in our tanks. I just called a local branch and the lady was EXTREMELY rude talking over me, pretty much yelling at me. Telling me that it doesn't matter that I have to pay for the fuel because "I'm going to need a fill up soon anyway just to send them the money".

Now even if that is true I still don't have the extra funding for what they're requesting for plus another full up!

I had a driver last week come to deliver 184 gallons. Paco the driver did not get out of the truck proceeded to have an attitude because the truck didn't fit in the backyard. And refused to give his name. I have been waiting for propane since 12/4. We ran out of propane 3 weeks ago my son is disabled. I have Cancer. I contacted his supervisor and he said why did I let it run out and he said it was my fault because I let it run out. They've had the money since the 12/4 I had propane then. I called multiple times to see if the money was there. They said no.
I've been a customer for almost 3 years the drivers have never gone to the backyard.
I can't work because I have cancer and my son is disabled there was no reason for him not to deliver propane.
My children and I have been freezing because of this...
There are laws in the Americans with disability's act. My son and I are disabled!

I called Farrell gas to obtain a quote was told to have company call and will give quote over phone when I asked for it to be sent to me . Company will not call so I called back the next week and I left my number for call back no call back so called again and as of now I have been on hold for over 46 mins. I have been calling the red bluff, ca. Office . This is uncalled for .

On June 26, 2020 I had Ferrellgas pick up my tank with @ 200 gals of fuel left in it as we were moving into our new home. I questioned multiple times what amount the removal fee was, as well as what amount per gal the refund would be. I was repetitively told only a $75 pick up fee would be charged and deducted from refund amount, and the amount per gal of refund would be the amount I had last paid for delivery, which was $2.292/per gal. Which should have equated to $459.80 minus the fee. I was told I would be mailed a refund check. First, I received an invoice with refund amount posted as a "charge"with an additional $75 as well as taxes and a hazmat fee! The refund amount was also incorrect at only @ 1/2 of the rate I had paid. This started my weekly calls trying to get correct (or any) refund, and remove all the fictitious charges. Next I was told the refund check had been declined. I of course did NOT decline refund. I was told decline was done internally by their company. When I questioned this, I was then told refund would be put on my credit card. Mind you, by this time I had called them in excess of a dozen times, spoken to at least that many different representatives, and still no refund was received. Their next lie was that refund was done on August 18, 2020. I filed a complaint to my Kentucky Attorney General. I have continued calling them every few days, because as of today, September 8, 2020, I still have not received my refund. I have been lied to and given nothing but the run around. I would like to charge them interest on the unpaid refund amount. I feel that this matter may end up in court, as this is quite illegal.

On April 9, 2019 I called and requested a delivery. During the phone call I had a past balance with a card and placed the order for delivery. I was told what the amount would be $357 and told the person that I would place it in the tank like I usually do. Well on Tuesday April 16, 2019 I checked the tank and it was on 0. I called and was told that there had been no order placed. I tried explaining how I was on 0 and got the cold shoulder. We called again in the morning as told by the person on April 16, 2019 was they didn't care that it was on 0 and that the order had been placed.

Every time I ordered propane in 2018 I was charged a tank rental fee for $60. The propane company charge was supposed to be a once a year rental fee of $60. I was charged January 16, 2018 and paid it by a web pay through my bank (Plumas Bank) and it cleared 1-17-2018. Statement from FerrellGas #[protected].
The second time I was charged was on 6/21/2018 $60. and that was paid for on 7/9/2018 and cleared my bank on 7/10/2018. FerrellGas statement # [protected].
The third time they were charging me for this tank rental fee was on 11/21/2018 for another $60. This last payment I only paid $5. because I switched to a new company on 12/11/2018 for which I divided the $60 by 12 months and that cleared my bank on 12/18/2018.
All of these tank fees are shown on my statements and each of the statement # above along with my propane show they were paid.
I have contacted the company 3 times with no results of them paying me back $65.
Any help from you would be appreciated.
Lori Capistrand
[protected]@yahoo.com

Monday Sept. 17th
I called around to different gas companies getting quotes. Was given quote of $1.09 Gallon from Ferrell gas, so I told the lady I would like to order 200 gallons. They asked about information that would be on a metal tag, which I was unable to see, because of a wood box around the tank. I told them I wasn't even sure if there was a tag. They made it out like it wasn't a big deal and they would send someone out to inspect the tank.

Wednesday Sept. 19th
Since I wasn't told how long it would take for them to come out, and they didn't make it sound like a long time, I decided to call back as this was an emergency and they were aware of such. When I called I was told they would no longer be coming out for inspection, I had to find the tag or they couldn't fill the tank, so I told them I would tear off part of the box look for it better and call them back. I gave them all the information off the tank. Now they are coming out, but they want me to pay up front before they come out (which I didn't realize until talking to others I should not have done so), and price is now over $300.

I asked why I was not told my price would change waiting on them, she really didn't answer that, but would see what she could get it down to, which turned out to be $1.15 gal, so I paid.

Friday Sept. 21st
Driver came out, office called they will not fill tank because of box (we had a dozen conversations about said box, why just now a problem) and wrong regulator, however they did not give me any options, so I told them I would call my husband and call them back. Called back this lady seemed shocked the driver didn't bother to call ( I was too as I could have been there in 5 mins) she was suppose to get information on what I needed to do and call me back.

That weekend I had had enough and filed a complaint with the better business bureau.

Tuesday Sept. 25th
Bismark office calls, said she spoke with her office manager and they decided they were not going to provide service to me. I guess they didn't like that I filed a complaint.

Saturday Sept. 29th
I still have not received my refund and have had to pay for propane somewhere else, on top of what I have already paid for with Ferrell Gas.

All this might not look so bad if I didn't call another company to come out that I called on the 24th and had propane by the 27th apparently it wasn't that big of a deal for someone who is honest. We did have to change out two regulators, which Rough Riders did for us right then and there, along with a pressure test, they were professional and had amazing customer service.

Had an old tank on house that sat years foreclosed that we bought through an old company. We were told tank was ours but no proof of it, called all local propane companies to verify and none of them had any records of it. Called farrellass to fill it since they were closest, keep in mind we called them to and that they to had no record of tank. When they filled it told us it was there tank and the guy wrote down all the info on it. I had couple other companies fill it cause half the price. Ten months later farrellass sends us a bill for two months of tank rental plus a late fee, we never had any bill previously and called to complain. Lady on phone couldn't give us a straight answer as to why with no proof they claim to own our tank and sporadically decided to bill us rent for two months when we haven't went through them for ten! Wtf!

I call to schedule a delivery because my tank was extremely low( gage not showing any propane) I was out of town for an extended period of time. So I scheduled for delivery, was told there is no way to get next day delivery and soonest would be 2 days. However they have policy if your tank runs empty you must pay a 150 dollar fee to refill it plus the cost of your gas. Now for my issue, I come home from town around 1200 today to find a Ferrell gas truck delivering across the street, Try to flag him down and he ignores me. Then when I call in to the company again and explained he is right across the street they tell me he can deliver to me because I'm not on the schedule, even though the driver is right across the street literally 150 yards from my tank. I don't understand how a company can make you wait then when you run out due to their lack of concern for delivery, then have the right to charge an additional fee to fill when they are the reason it ran out. I understand me being out of town is not their fault. but you would think this company being as big as it is, would have an "emergency " delivery option. and not try to rob their customers. I have been with them for over 2 yrs, yet after today I will take my business else where, even if it cost me more money !

1/10/17 contacted ferrellgas through online form requesting someone come out and check tank because it was showing low status and had just filled in november and wanted it checked out. They called and would not send someone to check until I paid $49 rental fee first.
1/11/17 called ferrellgas local office and spoke with michelle, as I was concerned that my tank usage was extremely high. I had it filled in november and the tank was already at 40% and it typically takes me 12 months to use a full tank. I was treated very poorly by the woman on the phone and she told me that I must have other appliances pulling on the propane and that there was no way that there could be something wrong with the tank. I told her that the high usage only happened after the fill up and she said she could send someone out but she would have to charge me because there was nothing wrong with the tank (She was certain).
1/13/17 paid my own contractor $90.00 to come out and look at tank who confirmed there was a large leak at the tank. I immediately called ferrellgas who dispatched a driver from munds park, az. I received a call from jacob the driver who said his boss was on his way. I was instructed to wait outside. I waited 3 hours and no one showed up. I called jacob and he said I did not have to wait so I left and went to work. When I arrived home on the 14th from work, no one had showed up, my tank was now down to 30%.
1/15/17 I called the emergency dispatch line once again and the agent told me that no one had been dispatched to the service call on friday the 13th so I sat and waited for nothing. She put in another service call. I received a call from the corporate office stating that someone would come out on monday and I asked what was I supposed to do in the mean time. He said he did not know. I am still waiting.

I paid $450.00 for my tank to be filled by ferrellgas along with the $90 for my contractor to come out both of which I expect to be reimbursed for. I have wasted so much time and have been treated horribly. Thank god this leak was not in my house because I could be dead by now with their lack of response.

I ordered propane on 07/20/16, and asked them to fill the tanks. I use the propane for my swimming pool and hot tub. They came out on 07/27/16 and filled the tanks. I was not home, and the tanks were empty, so after filling the tanks, they shut off the propane, leaving a note that I should call them to have it turned back on. The note said it was protocol to turn the tanks off when they were found empty, and that it is extremely dangerous for me to turn them on, myself. I could not understand why they had not simply called me and asked for my permission to turn the propane on, when they filled the tanks, but I called them on 07/28/17, and asked for someone to come out and turn the propane on. I was told that the technician had done a line check, and there were no leaks, so they were not certain why he had turned the propane off. She said they would have to speak with him before they could turn it back on, since he had left them incomplete notes. She said she would call right back; she never did. I called again on 07/29/17, and was told that they had scheduled for someone to come out on 08/02/16. I asked why nobody had called me back the day before; she didn't know. I asked why the propane had been turned off; she didn't know. I asked why I had to wait another week for them to fix their mistake; she didn't know. I asked for someone to come out earlier; she said it was not possible. I asked why they seemed to think it was ok to take my money and leave me with a product that I am unable to use; she didn't know. I asked to speak with a supervisor; she said she would have him call, but I have not heard from anyone. I will never order from this company again.

I have tried to be patient with this company but, they have chosen to continually fail at performing the only duties they have. Fill my Tanks. I have two tanks on my property. 5 times...5 times they have filed to fill my tanks. I am even on a must keep full account. Which means they look at my tanks every other week to make sure they stay above 50%. 5 times they have failed to accomplish this. And the last time, I have left messages, sent emails and even tried messaging them on Facebook. No responses. Its pretty pathetic. I would not recommend this company. They are cheaper than most but its obvious they don't put a lot of attention into customer service. I am planning on changing companies as well.

Ordered a tank refill online. Heard nothing from them. Checked my account online and found I had been billed for 605 gallons of gas. The problem is I only have a 100 gallon tank? No explanation. Have waited 3 days to get a credit. Still have an empty tank. Called the home office and they just don't care. Will be changing companys first of the year.

How is it when i prebuy gas for the year with you have to do to lock in a rate, and yo u buy x amount of fuel say 1200 dollars and you only use 1100 dollars that they can legally keep your your hundred dollars and you loose it that is stealing that money should be refunded to you or should be applied to to the following year.

We phoned and emailed when our tank was at 20%, then at 15%, then at 10%. Now we are under 5% and almost out of gas and still no one has come to fill up our tank. The ferrellgas representative we've spoken to on the phone has been unhelpful and uncaring. The customer is made to feel like his is the problem. We are now waiting for our tank to run out of gas and with the temperature still getting below zero we are worried about our water lines freezing and damage to our house. How do I get their attention before we have a problem.