ComplaintsforFerrellgas

• Initial Complaint

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had propane ordered from these folks since the 3rd of this month. Then they tell me after me sitting on hold for 20 minutes that I had to pay upfront before they would schedule for delivery. I never had that option anywhere and was never told this by any previous people I had been calling for days to get this gas. I pay on the 6th immediately after being told I have to. It is below freezing. My tank is almost on zero because they haven’t repaired the gauge that jumps from 25 to 5 when it wants. They own the tank. I have not used the gas oven and have turned my water heater off so it doesn’t use gas. I have the furnace just warm enough to keep the pipes from freezing. At this point me, my fiancé and our 2 very young children are huddling around a space heater hoping the gas doesn’t run out and freeze the pipes before the company that is literally less than 4 miles away decides to schedule our already paid for gas. No person will help in any way. People are INCREDIBLY rude and nonchalant about the entire situation and seem as if they could care less. This is completely ridiculous! They track the gas on the website as well and it said we had at least 20 percent before it jumped to 5 percent my second time of checking.

  Business response

  12/10/2021

  Response attached.

  The consumer complaint filed by Mr. ******* 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 Mr. ********* consumer account reveals he commenced services with
  Ferrellgas in February 2021; leases a 500-gallon propane container; chose “Will Call”
  delivery service and receives Pay In Advance payment terms.
  Mr. ******* is concerned about a delivery delay and the customer service he received.
  After reviewing this account, we see that Mr. ******* made his online propane order on
  December 3, 2021. Mr. ******* is required to make payment prior to delivery due to his
  Pay In Advance payment terms. The customer paid for the delivery on December 7, 2021.
  We delivered on December 9, 2021.
  Ferrellgas strives to provide excellent customer service to every customer, and we regret
  Mr. ******* did not feel he received that level of service. His concerns have been relayed
  to relevant field personnel.
  Thank you for bringing Mr. ********* concerns to our attention. We appreciate his past
  patronage and look forward to continuing to serve him in the future. Please call if you have
  questions

• Initial Complaint

  12/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid for a tank installation. Numerous times FerrellGas would show up at my house without any notification they were coming. I’m rarely ever home. I work 2 full time jobs. I’ve requested 2 times they make an appointment with me so I can get my gas turned on. They refuse to do so. I also informed them that my day off is on Mondays. Today 12/06/2021 they came out and left a tag on my door where they had been here, plus my gates were locked. I don’t even know how they got in unless they climbed over the gates, weakening my gates. All they had to do was call me and I could’ve came home. Our temperatures are going to drop down in the 20s this week I could’ve had my gas turned on but these people at FerrellGas are very unprofessional and will not give me a courtesy call and let me know that when they’re coming or if they’re here. I want my money back AlL $800 of it. Note: The last time they came I had to get a friend to go over and them in the house. There were problems that have been fixed since then. No excuse not to make an appointment with a prepaying customer.

  Business response

  12/08/2021

  Response attached.

  The consumer complaint filed by Ms. ******* 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 this consumer account reveals she commenced services with Ferrellgas in November
  2020, has a leased 500-gallon tank, chose “will call” delivery service and has pay in advance
  payment terms.
  Ms. ******* expressed concerns related to a service delay and customer service.
  After reviewing this account, we see that Ms. ******* requested a tank set service on September
  27, 2021 and it was scheduled for November 3, 2021 between 10am and 2pm.
  Unfortunately, there were truck issues that prevented Ferrellgas from arriving on November 3
  and the service would need to be rescheduled. On November 15, 2021, we tried to reach Ms.
  ******* to reschedule the tank set for November 17. Our attempts to reach Ms. ******* were
  unsuccessful and her voicemail inbox was not accepting new voicemails.
  On November 17, 2021 Ferrellgas set the leased tank but we were unable to place it in service
  until internal lines were fixed. Customer was informed and told to call us when the lines were
  fixed.
  On November 29, 2021, Ms. ******* informed Ferrellgas that the internal line issues were
  repaired and the tank was ready to be placed in service.
  On December 6, 2021 we delivered 200 gallons of propane and red tagged the system in
  preparation for the December 10, 2021 appointment to place the tank in service. We have
  confirmed with Ms. ******* our estimated time of arrival and that our technician will call prior to
  arriving.
  We understand the frustration the customer feels, and we apologize for the delay Ms. *******
  experienced. Ferrellgas strives to provide the best in customer service and we regret that she did
  not feel she received that level of service.
  Thank you for bringing the customer’s concernsto our attention. Please call if you have questions.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Aug27th,2021 notified Ferrell gas by phone that me and my sister in law ****** next door switched propane companies & would like the removal of theirs plus the gas credit from gas left in. I was told within 2 weeks it would be removed. Email response from Ferrell they received my order. A few phone calls later with promise to be picked up. Did not happen. 11/2/21 we sent a comment on their website of the issue. Same day received response from Ferrell via ******* *** ******** thanking us for bringing this issue to her attention. Asking ground conditions & distance from driveway of tank. Giving her all the info still not picked up. 11/3/21 email she couldn't find ******** act. Gave it to *******. Still couldn't find it then email she found act. 11/5/21 ******* found act.11/9/21 our niece ****** *****, ******** daughter, called ************. Talked to a ***** **** saw we closed act in August. Said Ferrell should have picked up tanks a lot sooner than now. **** said she would get it taken care of & waiver the restock fee. ****** contacted **** by email 11/11/21 & checked on making sure no other fees would be charged and restocking was waivered on both her mom's ******** and ours. As of today 11/15/21 tanks are not picked up. We do not know where else to turn. Hoping you may get us some results and satisfaction.

  Business response

  11/24/2021

  Response attached.

  The consumer complaint filed by Mr. ***** 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 Mr. *****’s consumer account reveals he commenced services with Ferrellgas
  in September 2018 and leased a 1000-gallon propane container.
  Mr. *****’s concerns relate to an untimely tank pick-up.
  Our records indicate that Mr. ***** ordered a tank pick-up in August 2021. The pick-up
  was completed on November 23, 2021. Pursuant our Customer Agreement for Propane
  Sales and Equipment Rental, in which Mr. ***** is a party to, “If Service is terminated, in
  addition to any other remedy we may have, we may adjust or disconnect the equipment to
  stop withdrawal of Propane from any Tank, pick up any Rented Equipment and repossess
  and dispose of any Propane left in the Tank. You will be charged a “Tank Pick-Up Charge”
  and other applicable charges as set forth on the Current Charges List as in effect at the time
  of termination.”
  Thank you for bringing Mr. *****’s concerns to our attention. We wish him well in the
  future. Please contact me if you have any questions.

• Initial Complaint

  11/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased my home August 2019. The previous owners had leased their propane tank from Ferrellgas for many years but July 2021 I changed propane companies and could no longer use their tank. July 12,2021 I first notified Ferrellgas of cancellation of their service and requested their propane tank removal. Since then I have made 8 calls, spoken to regional and local service representatives, sent 2 email requests to the service department, and been given 3 tank pick-up dates which were unfulfilled. For the last four months the gas tank has been in the Cul-de-sac in front of my house, easily accessible for pick up but detrimental to vehicle turnaround traffic on our one lane mountain road. I respectfully request a quick resolution to this issue.

  Business response

  11/17/2021

  Response attached.

  The consumer complaint filed by Mr. ****** 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 Mr. ******** consumer account reveals he commenced services with
  Ferrellgas in November 2019, leased a 330-gallon propane container with “Will Call”
  delivery service and Net30 payment terms.
  Mr. ******** concerns relate to an untimely tank pick-up.
  Our records indicate that Mr. ****** ordered a tank pick-up in July 2021. The pick-up was
  completed on November 17, 2021.
  We regret that Mr. ****** was dissatisfied with his communication with Ferrellgas.
  Ferrellgas strives to provide excellent service to every customer, and we regret that he did
  not feel he received that level of service. Mr. ******** concerns have been relayed to the
  relevant field personnel and he was not charged our tank pick-up fee.
  Thank you for bringing Mr. ******** concerns to our attention. We wish him well in the
  future. Please contact me if you have any questions.

  Customer response

  11/18/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ********* ******

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had Ferrallgas as our LP provider since moving in to our home in spring of 2020. They continually added new fees and charges each time they filled up. We decided to switch companies to ******* **. ******* came on September 8th and swapped the tanks out. ******* moved the Ferralgas tank to our driveway for ease of pickup. Ferralgas was notified on September 8th to come pick up their tank. We were told by Ferralgas they would pick it up within 15 days. It is now October 26th and Ferralgas was contacted numerous times to come pick up their tank. We would like assistance to get Ferralgas to remove their empty tank from our driveway.

  Business response

  11/17/2021

  Response attached.

  The consumer complaint filed by Ms. ************ 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 Ms. ************’s consumer account reveals she commenced services with
  Ferrellgas in March 2020, leased a 500-gallon propane container with “Keep Full” delivery
  service and ***** payment terms.
  Ms. ************’s concerns relate to an untimely tank pick-up.
  Our records indicate that Ms. ************ ordered a tank pick-up on September 9, 2021.
  The pick-up was completed on November 16, 2021.
  We regret that Ms. ************ was dissatisfied with her communication with Ferrellgas.
  Ferrellgas strives to provide excellent service to every customer, and we regret that sshe
  did not feel he received that level of service. Ms. ************’s concerns have been relayed
  to the relevant field personnel and she was not charged our tank pick-up fee.
  Thank you for bringing Ms. ************’s concerns to our attention. We wish her well in
  the future. Please contact me if you have any questions.

  Customer response

  11/18/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** ************

• Initial Complaint

  10/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Aug 23, 2021 I paid $526.11 for them to set up a tank. I asked if this was all I would have to pay they said yes. It included the $95 set up fee. I asked several times what I would have to pay they told me how much a gallon for how long and then what I would have to pay later. I paid the $526.11 and then I paid $90 and sent that check to the office for the permit. It's been a nightmare since that day. If I call in I get someone from wherever and never the same person twice and everyone has a different answer. They put in the tank early. Then wanted to charge me another $95. I was told I was charged for 30 feet of line when that wasn't true. They asked if they could drive across my lawn I said yes, but they neglected to tell me they had two tanks on their truck and I have these big ruts in my lawn that I have only got partially filled. They charged me for hazmat and fuel surcharges which they never told me I would have to pay. Someone said they would credit me the amount back. Then I am charged for risers and systems checks and 3 pages later they say my charges are $1341 and I now owe them $124.98. This is horrible. There's no resolution with this company.

  Business response

  11/16/2021

  Response attached.

  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:
  A review of this consumer account reveals she commenced services with Ferrellgas in August
  2021, has a leased a 330-gallon propane container; chose “will call” delivery service and has Pay
  in Advance payment terms.
  Below is a detailed account of events on Ms. ****** account in regard to this matter.
  August 19, 2021: Ferrellgas completed a site check and charged Ms. **** $0.00.
  August 31, 2021: Ferrellgas set the tank and charged Ms. **** for 33 gallons of propane, five-foot
  of line and a fuel surcharge fee, totaling $89.85. We called the customer to advise that since the
  generator was not at the site yet, the tank had to be red tagged and would need to be placed into
  service yet. In addition to discussing the tank being placed into service, we advised Ms. **** that
  the generator company would be able to place the generator into service.
  September 3, 2021: Ms. **** called upset that she was being charged the Fuel Surcharge fee. The
  fee of $8.47 was waived.
  September 10, 2021: Ferrellgas delivered 213 gallons of propane and charged $379.63, which
  included our Hazmat fee and Fuel Surcharge fee. Both fees are discussed in detail in our Customer
  Agreement and Propane Sales and Equipment Rental, in which Ms. **** is a party to.
  September 14, 2021: Ms. **** called upset that she was being charged the Hazmat and Fuel
  Surcharge fee. Again, both standard fees were waived for customer satisfaction, totaling $25.42.
  September 15, 2021: Rather than the generator company placing the generator into service,
  Ferrellgas placed the generator into service and charged the customer for the parts, fittings and
  labor, totaling $310.50.
  September 15, 2021: Ms. **** demanded that the labor fee be removed. For a third time, we
  waived the $95.00 labor fee for customer satisfaction.
  In conclusion, Ferrellgas billed out a total of $779.98, which includes the generator service that
  was not included in our initial quote. After we removed a total of $128.89 in fees and Ms. ****
  paying $526.11, the customer currently owes Ferrellgas a total of $125.18 ($124.98 + $0.20 late
  fee). 
  Thank you for bringing Ms. ****** concern to our attention and we hope this detailed description
  of her account resolves this matter; however, please do not hesitate to call with any questions. 

  Customer response

  11/16/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  

  ******** ****

  
  

  I did NOT authorize them to hook up the generator. Nor did they hook it up...the installers for the generator hooked it up. They were here when the gas company came here. That's why the generator people were here to begin with and that was to hook up the generator. This is the first I have heard the gas company hooked it up. No one asked me nor did I authorize it to be hooked up. I didn't need to because the generator people were here. I am not going to pay that charge because no one asked me about it nor did get my permission. They also did not tell me they were going to charge me $99 for a cement block...I think I was charged for two of them.

  
  

  I asked in the beginning what all I would have to pay for and the only charge I was told about was the $569 ( not sure of the exact amount cuz I am not there to get the amount) and the $95 and the $5 charge for each foot past 15 feet. That is all I was told about. I should have a credit not owing them money. They can't charge for stuff after they quoted me a price.

  
  

  They also did not talk about the trenches I have in my yard. I agreed to them bringing in the tank to the spot, but they NEVER told me they were bringing a truck with another tank on it. I've got trenches that are a foot wide at least 8 inches deep in some spots and approx 10 feet long across my front yard.

  
  

  This has been a horrible horrible experience.

  
  

  Business response

  11/24/2021

  Response attached.

  The consumer complaint response-reply 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 secondary response:
  A review of this consumer account reveals she commenced services with Ferrellgas in August
  2021, has a leased a 330-gallon propane container; chose “will call” delivery service and has Pay
  in Advance payment terms.
  Below is an addition to the previously detailed account of events on Ms. ****** account in regard
  to this matter.
  November 24, 2021: Our District Manager did a site check at Ms. ****** residence. An
  investigation, in regard to the reported damage, is open and ongoing.
  Ferrellgas billed out a total of $779.98, which includes the generator service that was not included
  in our initial quote. After we removed a total of $128.89 in fees and Ms. **** paying $526.11, the
  customer owed Ferrellgas a total of $125.18 ($124.98 + $0.20 late fee). As of today’s date, a write
  off of the balance of $125.18 has been initiated. We sincerely apologize for the
  miscommunication(s) and frustration the customer has experienced.
  Thank you for bringing Ms. ****** concern to our attention and we hope this resolves the matter;
  however, please do not hesitate to call with any questions.
  Sincerely,
  ***** ******
  Paralegal 

  Customer response

  11/24/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau: I spoke with the District Manager and I am very satisfied with his willingness to listen to me and to get this situation taken care of.  Thank you so much for having him intercede and get this taken care of.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** ****

• Initial Complaint

  10/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been using Ferrell Gas since 2015. I got propane delivered to my seasonal residence and was told they would not fill my existing tanks and they offered two tanks at a rcost of $12/ year. the propane has lasted since 2015. Early this summer we ran out of propane and I called to get a refill at a cost of approximately $245.35. Very shortly after getting this delivery and paying for it I received an invoice for $104.94 for tank rental. I called to inquire and was told they were not making enough money from me and were increasing the rental fee to make up for this. I asked why I was not told this before delivery and was told by the customer representative that I had no choice, that they could increase the fee if I didn't use enough. I asked what would happen if I had them pick up the tanks and was told I would forfeit the propane in the tanks. To me it is not fair to charge $500 over the next five years to use $245 worth of propane.

  Business response

  11/08/2021

  Response is attached.

  The consumer complaint filed by Ms. ******* 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 Ms. ********* account reveals she commenced services with Ferrellgas in September
  2007; leases a 100-lb cylinder propane container; chose “will call” delivery service and receives
  Net 30 payment terms.
  Ms. ******* is concerned about an increase in tank rental.
  Ms. ********* propane order history is listed below.
  
  Our Master Agreement for Propane Sales and Equipment Rental, which Ms. ******* is a party to,
  states the following regarding our minimum purchase requirements, “If you lease your Tank from
  us, you agree to purchase from us a volume of Propane at least equal to two times the water
  capacity of your tank each 12-month period following your first delivery of propane (the
  “Minimum Volume Requirement”), unless you have reached a different arrangement with us. If
  you fail to purchase your Minimum Volume Requirement, we may, at our option, either terminate
  this Agreement and cease delivery of propane to you, adjust the daily price of the Propane we
  deliver to you, or charge you a Low Usage Fee, and/or increase your Tank Rent to reflect your low
  usage”.
  Ms. ********* annual tank rental has increased to reflect her low usage.
  Ferrellgas values the customer’s patronage, and if she is unable to meet our Minimum Volume
  Requirement outlined above before the rental fee will be applied next year, we have given her 
  the option to have us pick up the tank; however, we will be unable to refund her the propane in
  the tank as there are not gauges on that size tank to gauge the remaining amount. To date, Ms.
  ******* has declined that option.
  Thank you for bringing Ms. ********* concerns to our attention. Please contact me if you have
  questions. 

• Initial Complaint

  10/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a Pre-paid only account with Ferrellgas to supply propane to heat my apartment. It is delivered on a call when needed basis and I pay for it as soon as order it, and it is then delivered within a few weeks normally. One of my orders for 200 gallons which I paid 491 dollars for at the time of the order had not arrived after three weeks and i needed heat so i called them to inquire about it, they apologized and said it would be arriving soon. within a day or two it arrived and everything was fine until sometime later when a bill arrived charging me $100 for an overnight delivery fee, and another $145 for some extra propane they claimed to have delivered. I neither asked for or recieved either of those things. This is the second time they have sent me a bill on my pre-paid acct (the first time just paid it). Now they're threatening to cut off service and send this bill to collections because I refuse to pay a bill I should have never received for goods and services I never ordered

  Business response

  11/19/2021

  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: A review of this consumer account reveals he commenced services with Ferrellgas in September 2018, has a leased a 250-gallon propane container; chose “will call” delivery service and has Pay in Advance payment terms. Below is a detailed account of events on Mr. ******’s account in regard to this matter. January 26, 2021: Mr. ****** placed a propane order but the order does not specify the amount of gallons purchased. Our Customer Service Manager mistakenly added a next day fee of $100.00, creating a total of $715.90. The customer paid $479.18. September 20, 2021: Mr. ****** called Ferrellgas to dispute the unpaid balance of $236.72. At this time, the next-day delivery fee of $100.00 was removed. The Michigan Standard Tax Rate of 6% should have also been removed; however, Mr. ******’s account reveals that it was not. We apologize for that oversight and have removed that charge of $6.00 from the customer’s account. As of today’s date, Mr. ******’s remaining balance due is $137.44 ($124.72 for the propane and 12.72 for the customer’s annual tank rental). We acknowledge and regret the frustration Mr. ****** has experienced. We hope this detailed description of events and the account helps bring this matter to a mutual close. Thank you for bringing Mr. ******’s concern to our attention. Please do not hesitate to call with any questions

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about Feb 9, 2021, I discovered upon using my cooktop range that the propane tank must have gone empty due to flame extinguishing. A tank check revealed the tank was at 0 %. In 5 years of being a preferred Ferrell Gas customer on the Auto-Fill program we NEVER had to call them to come out and fill our tank. I immediatley contacted them around midmorning the 9th to let them know the situation. I was reassured that because I was an Auto-Fill customer, I had PRIORITY help 24/7 and that they would get me the fuel ASAP. I reminded them of the upcoming FREEZE and also asked why they hadn't already delivered the propane as they always do? No real answer was given but again reassured me. I called them everyday for 2 wks and they NEVER did come until the day of the THAW, Feb 21, 2021. This set off a series of cataclysmic circumstances which were life-threatening! Sometime mid April our Carbon Monoxide detetors started alarming, alerting us to HI levels of CO in our home(see attch

  Business response

  10/11/2021

  Response attached.

  ******** ********** ********* ** ********* ********* **** *** ******
  The consumer complaint filed by Ms. ********* 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 Ms. *********’s consumer account reveals she commenced services with Ferrellgas
  in September 2020; has a 500-gallon underground propane container; had our “keep full” delivery
  service at the time of the incident and has the Net30 payment method.
  Ms. ********* is concerned about an untimely fuel delivery and a leak test.
  A review of this customer’s account indicates that the first interaction with Ferrellgas was on
  February 11, 2021 with the customer’s order of propane and reporting they were out of gas. Ms.
  *********’s tank was estimated to have still been at 45% capacity in early February. The
  percentage set to generate orders is 35% so an order for propane would not have generated quite
  yet. The customer’s account Demand Forecasting did not include all of her appliances which likely
  contributed to the system not generating an order soon enough as well as the ice storm that
  abruptly swept through the area during this time, ultimately throwing system forecasting off.
  Our Customer Service Specialist entered an urgent delivery order and the delivery was routed for
  the next day, February 12, 2021. The order was forced into cancellation due to the annual
  Underground Tank Test being due. This test is required by the Texas Railroad Commission every
  12 months.
  A second order was placed on February 12, 2021. The delivery was attempted but also had to be
  cancelled due to the road and weather conditions.
  A third order was entered on February 13, 2021. The order was placed in line to be routed with a
  large backlog of orders that resulted from the storm that kept trucks off of the roads. As soon as
  roads were safe, Ferrellgas ran 7 days a week and long hours to get our deliveries made as quickly
  and as safely as possible. Ms. ********* received her propane delivery on February 20, 2021.
  We understand the frustration the customer feels, and we regret the delay Ms. *********
  experienced with her delivery. As you know, Texas experienced unprecedented low temperatures
  and extreme weather during the time period mentioned, making it especially hazardous for our 
  trucks to deliver. Ferrellgas must make prudent judgment calls regarding the risks involved in
  sending our personnel out on the road when weather conditions are less than favorable. Our
  Customer Agreement for Propane Safety and Equipment Rental states the following in regard to
  this subject: “We may refuse to provide service if we believe we cannot safely make delivery due
  to conditions on or approaching your property, including unsafe road conditions…”
  Ms. ********’s account reveals that multiple leak tests have been conducted on her system.
  Ferrellgas completed pressure tests, leak tests, CGI tests and underground tank-to-soil cathodic
  tests. Each of the test results coming back negative for a leak. Additionally, we called in a
  secondary company to double check for leaks and a leak was not found. It is also my
  understanding that the customer has had multiple appliance companies and plumbers check for
  leaks, in which each determined there is not a gas leak. Our investigation continued with the Texas
  Railroad Commission Inspector, who has inspected the system himself and also could not find a
  leak. This investigation is ongoing.
  Ferrellgas strives to provide best-in-class customer service, and we regret that the customer did
  not feel she received that level of service.
  Thank you for bringing Ms. *********’s concerns to our attention. We are aware that because
  she is a customer-owned tank customer, she could go anywhere for service and we thank her for
  her valued patronage. We look forward to serving as her propane provider in the future.
  Thank you,
  
  ***** ****** *********

  Customer response

  10/11/2021

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

  I made the mistake of telling Mr ****** DM, too much information so he’s had time to discuss with their legal time to build a false case against any wrong doing or neglect on their part.  Almost nothing they said was accurate.  They left me to deal with serious on-going propane leak issues which they had a hand in causing in the first place. 
  
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