Complain about a product or service

Ferrellgas

Kathy of Cerrillos, NM March 8, 2010

On 3/2/10 Ferrell gas came to deliver 200 gallons of propane. My 500 gallon tank was down to 1%. I heard the truck come and went out afterwards to check the amount in the tank. It should have been 41% - it was less than 40%, more like 36% or less. I think I was shorted at least 20 gallons. On 3/3 at 9PM I re-lit my pilot lights for the hot water heater and water boiler ( I had turned them off the previous weekend when I realized the propane gas was low). From 3/3 to 3/5 at 9AM (36 hours after relighting pilots), I checked the propane level again – 35%. According to the Ferrell gas claim that they had put 200 gallons in my tank, I must have used 30 gallons of propane (6% of 500) to run my pilots for 36 hours??????????

Then I found my bill on the front patio – absolutely SHOCKED to see that propane was 3.599/gallon ( seven weeks ago it was 2.69) – tax and fees brought the charges to 4.00 per gallon. I called three other propane companies that serve my area to inquire as to the cost of propane: Santa Fe Propane: current price is 2.61/gallon, season high was 2.63 AAA Gas Co: current price 2.29/gallon Adobe propane : current price is 2.81/gallon

Ferrell gas charges 3.60/gallon???? I called the local office on Cerrillos road and asked to speak to the manager. I was told there was no manager available and the very polite young man who answered the phone tried to help me. He said their records showed that 200 gallons were delivered on 3/2 and that the tank was at 41% after delivery. When I explained that discrepancy, he said he would call the driver and then call me back. When I then complained about the price and gave him the comparable charges from other companies, he said he could adjust my bill and changed it to 2.69/gallon.

I am going to file a complaint with the national office for Ferrell and the state regulatory board, and then change companies as soon as I use up my 180 (or less) gallons. If you use Ferrell, double check your records against theirs and question their pricing strategy!

Brian of Weatherford, TX February 16, 2010

Price quoted was 2.65 per gal and price when I received my bill is 3.049 per gal @ 210.2 gal this is an overcharge of 84 dollars. I contacted that office and Jane told me that she has no control over what price the computer generates and shows a note on the account that Patty did speak to me, and said she would transfer my call to Patty and to leave a message and she would get back to me....still waiting.

Travis of Bismarck, ND February 8, 2010

I live in Bismarck ND. Right now the temperture is almost 0 at night. My wife and 19 month daughter and 5 month old son are at home alone while I am at work. I work for 28 days at a time out of state. Any way Shelly emailed me Saturday Feb. 6th 2010 telling me they ran out of propane in the middle of the night and the house was down to 45 degrees. She call Ferrell gas to come fill our tank since that is who we have been using. When we bought the house on 2008 I contracted gas with them for a year.

The last time they filled our tank in November sometime was the last of the contracted gas I had with them. After they filled the tank they sent us a bill. As soon we recieved the bill we mailed them a check to pay it off. As the previous 2 times. So now since gas is up to almost 3 dollars a gallon they want to be paid up front. Here is the crappy part since we ran out they want to charge 150.00 extra for a service that is not needed on top of the emergency call out.

They told my wife that they needed nearly 1200.00 to come out and fill our tank up front and they would not send us a bill. So Shelly emailed me this news. Now I am on shift and highly frustrated. I had someone relieve me so that I could go inside and call Ferrell myself. All they had to say was they are sorry but they couldnt come out. Now my wife had it already set up for them to come on Monday and I told her to cancel it until I returned home on the 26th of Feb. We have electric base heaters and they should keep the house livable until then.

She called first thing Monday morning the 8th to cancel. They then preceeded to tell my wife that they are not responsible for making sure we dont run out which they arent but I would like running a business in a small community it might be a common curtiousy. Anyway to make things short the gal at the desk hung up on my wife twice and wouldnt transfer the call to her boss. So this is what I have to say about that.

Ferrell you better get ready for a cold winter at your house. I know enough people that do business with you and will no longer be doing business with you your expensive gas will just sit there.

michael of darlington, WI January 28, 2010

I have been an excellent FerrellGas customer for over eight years, however, I cannot get on keepfill status. I ran out of LP on Monday Jan 25, 2010 and called them around 9:00AM. My account had a 500.00 credit. I did not want to pay the 150.00 fee for 24 hour delivery because I felt they could deliver in a timely manner (one to two days). I called Tues. morning to find out if I had been scheduled for deliver and was told I was scheduled for Wed. delivery. It was 41 degrees in my living room.

It is Thurs. afternoon and still no delivery. Outside temps are expected to drop in the next few days. I called again Thurs. 1:00PM and requested to talk with a manager. I could not talk with anyone but the receptionist and, after our lengthy discussion about no fuel, was told she did not want to "interupt his busy day" with my concerns. She did not want to give him my name and number and told me so. She told me I had NOT YET been scheduled and that it could be anytime from two to seven days before I would be scheduled. She did not see that any problems existed. She assured me that they have to deal with five to ten empty tanks every day. Absolutely uncaring and cold hearted. It is 8 degrees out and the wind is blowing. I don't know if my electric heaters can keep up enough to keep my water pipes from freezing.

Ken of Ellijay, GA January 6, 2010

Basically the same non-caring attitude and a complete know-it-all. I quit using Ferrellgas several years ago because of their high prices. They prided themselves on being the "price leader" and they were more expensive than any of the competition. Propane as a commodity is the same from all companies. The only difference is price and their service. In the past this has been the problem as they had the highest prices and had poor service. Over the last 20 years Ferrellgas has gone through change after change after change. You cannot find a corporation that has has such a turnover in high level and mid-level management. It all depends on who has the greatest ideas and can flatter Mr. Ferrell.

After their latest venture into regional offices and limited local offices they found that there was a mass exit by their customer base and local competition was taking a greater share. So this past year I was contacted concerning a guaranteed price for any number of gallons you could use. I heard through local help that Ferrellgas had changed and were pursuing their old as well as new customers. Dumb me thought maybe they had finally gotten smart and understood what the public wanted. Now I find out that while I have a guaranteed price, I can't get delivery. Management still cannot plan for the winters and people are running out of gas, pipes busting and they don't really give a damn and are extremely rude. My advice to anyone wanting to do business with Ferrellgas is do it at your own peril as you can never trust or depend on them to keep their word.

denise of mukilteo, WA December 3, 2009

We have a vacation home on Camano Island that uses propane gas for heat, range and water. In the past we used Ferrell Gas Company to refill our tanks once a year. We became suspicious that they were overcharging us because we only use the place a total of about 40 days per year, most of them in the summer months when the furnace is not used. When we leave the place, we turn the furnace to 52 and turn the water tank on vacation mode. The yearly bills that they sent us were just under 1,000.

This seemed extremely high so we contacted another company (Northwest Propane) to begin service in November. They charge about the same rate per gallon. The tank has not been serviced for a year as usual. The bill the just sent us was for 174.00, nearly an 800 dollar difference. I definitely think something is very wrong her. NW Propane seems much more realistic in their pricing (gallons used) for the amount of time we spend there. I believe that Ferrell Gas was misleading us on the amount of propane we used in a year and we didn't have any way to verify it.

Donna of Hobe Sound, FL July 21, 2009

We have been paying 4.09 for each gallon of natural gas up until I made a simple phone call to Jupiter Ferrelgas co. in Jupiter and originally spoke to Kita who referred me to Kim who referred me to Pat on 3/12/09 and Pat lowered our rate to 3.59 per gal.

I told Pat I am livid having paid 4.09 all this time and felt she could do better, I also told her I am prepared to call news channel 5 because this appeared to me to be considered price gauging having paid this much up until I made a phone call to complain. Well, than Pat says I should talk to Debbie the Manager at their Stuart office and that she can better assist me....

So I speak with Debbie on on 3/18/09 and she gives me 193.14 credit which mind you is how much we were paying approx. every two months.. Along with the credit she also lowered my rate to 2.80 per gallon..... Hmmm!! I have a problem with this.. It gets better, the driver (E. J. ) of Ferrellgas just came out this morning to fill our tank and my husband asked him "how much are you charging us per gallon, he says he does not know. Than he says oh, it will be 3.17 per gallon. We get his statement and it states 3.79 per gallon. What is going on here?? Of course we made him call his office to have this adjusted right away to what Debbie stated which is 2.80 per gallon.

Come on people, lets do something about this, now I am very eager to see what others have been paying for natural gas. I'm sure we are not the only ones being ripped off.

Chris of Pinckney, MI November 15, 2008

Three and a half years ago we had propane delivered,we had a string of real bad luck 'a bad attorney who cost us everything we had. Bad things happen to decent people.

The account was in both my wife's name and mine. When we lost our home,and everything else.We had to go start over after 27 years. My wife filled bankruptcy,she having to claim all debts. The propane company was listed. The debt was discharged in her bankruptcy. The company had added intrest and late fee's after the bill went into the bankruptcy. Which according to my bankruptcy attorney they couldn't do. My wife called the gas company ,sent them a copy of the court documentation and her attorney's name and phone no#. They finally stopped harassing us,till the other day. They now have dropped my wife's name off that discharged debt. And sent the bill of 86.26 for late fee's and intrest to a collection co in Ohio.

I've written them the facts but you know how that goes. They will just sell the debt to another collector and we will start all over. I need to find out how they can manipulate the law? And try to get away with this?

Marlene of Mosinee, WI July 17, 2007

i have three addreses on my credit report that i have never lived at or even had a mailing address at. i know the places. one address is my daughters and the other two are or were people i knew lived their. i think this is brining down my credit score as i was just refused credit.fe

Gay of Highland Lakes, NJ November 1, 2005

I have been a customer of Ferrellgas for about 10 years. I recently received a bill for "tank rent" in the amount of 52.00. I called my local office and told them that I have NEVER paid tank rent and that EVERY year I have to call about receiving this bill. I was told last year by someone in the Franklin office (which is no longer around!!! or course) that she was putting a note in the computer that I would NEVER have to pay tank rent again.

Well of course, now I got this bill - AGAIN! I called to complain at the newest local office and I was told that a letter was sent to me (who knows when)stating that everyone had to pay tank rent. I NEVER RECEIVED ANY SUCH LETTER!!! I ended up calling the main New Jersey office stated above in Three Bridges.

Well, fine. I told them that they need to come and pick up their tank since they did not want to make me a happy customer and waive the fee. They told me that they would, but there is an 85.00 pick up charge !!!!!!! Are you kidding me!!!!!! It is their tank - and they want to charge me 85.00 for picking it up???? After I "stewed" about it overnight, I decided the heck with it, pay the 85.00 and get rid of them. Fine- I called them and told them to pick it up and they would have to reimburse me for all the gas still in it. She said they would pay me 75 cents a gallon. ARE YOU KIDDING ME??? I PAID 5.329 PER GALLON FOR THE LAST DELIVERY!!!!

There is no justification for them to pay me 75 cents per gallon when they take it back!!!! I am tired of everyone stealing my money right out of my pocket.

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