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

• 

  Ferrellgas, L.P.

  1115 3rd Ave Intl Falls, MN 56649-2955

• 

  Ferrell Gas

  PO Box 247 Ovid, NY 14521

• 

  Ferrellgass, L.P.

  2150 Lockport Road Niagara Falls, NY 14304

• 

  Ferrellgas

  1026 Mercer Road Franklin, PA 16323

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:03/25/2025

  Type:Product 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.

  We transitioned to this propane provider. Propane is the sole source of heat for our home and also heats our hot water. Ferrell Gas "set" a new tank at our residence on 10/15/2024 and came back on 10/21/2024 to fill the tank, with our account being noted for automatic delivery going forward. On 12/23/2024 we ran out of propane due. We contacted Ferrell Gas who advised that this was due to their error - that someone in their office forgot to "check a box" indicating automatic delivery, but did see that automatic delivery was specifically notated on our account. They came to fill our tank that day and assured us no further issues would arise. On or about January 23rd, 2025 we contacted Ferrell gas to advise that our fuel tank was down to 10%. They stated they were set to deliver to us on January 31st, 2025. They advised us that the 10% would get us through until then and that no one could come out sooner. We followed up on January 29th to advise we were at 5%. They said we are just going to have to wait until the 31st as no trucks would be in our area until then. On January 30th, 2025, a Ferrell Gas delivery truck delivered to my neighbor across the street. They did not deliver to us. We immediately called Farrell Gas who told us they could not defer from their pre-planned routes and that they would now not deliver until February 3rd. Our tank was at 2%. On January 31st I called Ferrell gas to terminate service. Another company agreed to deliver a tank that day and fill it that same day. I advised Ferrell gas to remove THEIR propane tank from my property immediately. We have contacted Ferrell Gas at least 5 times since then, requesting the tank be removed from our property, to no avail. We keep being advised that they are backlogged and will get to us when they can, but no later than February 20th, 2025. The tank STILL remains on our property. We want it gone. There is no snow on the ground and nothing impeding their access to the tank.

  Business Response

  Date: 04/04/2025

  ****** *** *** ******** ************** ** **** ********* ********** ****** ******** ****** ******** ******* ******** * ********** ********
  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, talked to the relevant field personnel, and offer the following response:
  The Warholics’ concerns relate to the pick-up of the propane container on their property. There was an attempt made to pick up the tank on March 27, 2025, but the road that needed to be accessed in order to get the tank was closed off. The work order remains open, and another pickup attempt will occur.
  Thank you for bringing ******* ********** concerns to our attention. We hope that the above resolves the customer’s complaint. However, please do not hesitate to contact me with any further questions or concerns.
  Sincerely,
  **** ********* *********

  Customer Answer

  Date: 04/04/2025

  * ********** ********
  I am rejecting this response because:  The road was never inaccessible, nor was the road "blocked off" the week of March 27th, nor this past week.   While the road was blocked to "through traffic" on the week of March 17th, residents,  fuel delivery trucks, mail trucks, garbage trucks and school buses were all able to access the road.  If it is not picked up by April 11th, we will deem the tank as abandoned, have it removed and disposed of and seek to recoupe the costs thereof.
  
  Sincerely,
  ******* ********

  Business Response

  Date: 04/15/2025

  Please see the attached response.The consumer rejection filed by Jessica Warholic has been forwarded to the Ferrellgas Legal Department for investigation and comment.
  The tank was picked up on April 8, 2025.
  Thank you for bringing ******* ********** concerns to our attention. We hope that the above resolves the customer’s complaint. However, please do not hesitate to contact me with any further questions or concerns.

  Customer Answer

  Date: 04/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *********  I confirm the matter has been resolved and the tank picked up.

  I do hope that Ferrell Gas will work to do better in the future for their remaining customers, especially given the plethora of similar BBB Complaints lodged against them.
  It should not have taken 10 weeks to pick up the tank, nor should the underlying situation have occurred.

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

• 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:02/19/2025

  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, ***** ****** ordered 150 gal. of propane on February 3, 2024 and paid $186.40. Ferrellgas, Atlanta tx location were to provide me with 150 gal propane but only received a 105.7 gal. The dispute is the returning the remaining credit of $73.52 that was left on the account.

  Business Response

  Date: 02/26/2025

  Please see the attached responseFebruary 26, 2025
  Complaint Specialist
  Better Business Bureau
  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, talked to
  the relevant field personnel, and offer the following response:
  A check for the credit on *** ******* account was mailed out to *** ***** on February
  19, 2025. *** ***** was advised that the check was mailed out on February 20, 2025.
  Thank you for bringing ***** ******* concerns to our attention, and I hope the above
  resolves any remaining questions or concerns. 

• Initial Complaint

  Date:02/18/2025

  Type:Delivery 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 had a tank refill December 20, 2024. On February 14, 2025 I ran out of propane. Most of my refills last 3-5 months. As a disabled senior with severe arthritis, it is critical I have heat in my home. Ferrelgas refused to refill my tank until I paid my balance of $219. I have now paid the balance but Ferrelgas refuses to deliver propane on an expedited schedule unless I pay them another $150! I now have to wait another 6 days for heat! I can't go to another propane supplier because I have a leased Ferrelgas tank.

  Business Response

  Date: 02/25/2025

  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:
  
  A review of *** ******* consumer account reveals she leases a 120-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.
  
  *** ******* concerns relate to receiving a propane delivery after running out of propane.
  *** ***** placed a delivery order through MyFerrellgas on February 15, 2025. On February
  17, 2025, a Ferrellgas representative contacted *** ***** to advise that the past due
  balance on her account needed to be paid before the order could be processed. *** *****
  advised at this time that she was out of propane. A payment arrangement was made, and
  the credit hold was lifted so that the order could be placed.
  
  The delivery window provided was from February 18, 2025 to February 24, 2025. *** 
  ***** contacted Ferrellgas on February 18, 2025 to see if she could receive an expedited
  delivery. Expedited delivery was available at that time, and the charges for the expedited
  delivery were provided to *** *****. These fees are outlined in Ferrellgas’ Customer
  Agreement for Propane Sales & Equipment Rental (the “Agreement”). *** ***** did not
  elect to pay the expedited delivery fee, so the fee was not charged. Delivery was
  completed on February 19, 2025, which is two days after the order was processed. 92.1
  gallons of propane were delivered.
  
  Ferrellgas 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 provided in the Agreement as well as posted on Ferrellgas’ website as
  a banner on the top of the site.
  
  Thank you for bringing ***** *****’s concerns to our attention. We hope that the above
  resolves the customer’s complaint. However, please do not hesitate to contact me with
  any further questions or concerns.

• Initial Complaint

  Date:02/18/2025

  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.

  This company makes you PREPAY for propane when you place an order. I ordered on 1/31 and it is now 2/18 and have yet to receive a delivery. Tank is down to 3%. They are doing nothing to help this situation. Have requested multiple times for someone to reach out, call me back and update me. NOONE has done that. To help keep house warm and pipes from freezing, I had to go and spend $80 on electrical heaters and borrow some from family. I should be refunded money back for this inconvenience and the fact that they have had my money for multiple weeks and still have yet to provide their service.

  Business Response

  Date: 02/26/2025

  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:
  
  A review of **** ******* consumer account reveals she leases a 500-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.
  
  **** ******* concerns relate to receiving a propane delivery after running low on propane.
  **** ***** initially contacted Ferrellgas to place a delivery order for 200 gallons on January
  30, 2025. The order was placed, and the delivery window provided was from January 31,
  2025 to February 13, 2025. Delivery was completed on February 19, 2025. The tank was
  not out of propane as the tank was at 5% prior to being filled. Ferrellgas strives to provide
  best-in-class customer service, and we sincerely regret that **** ***** has not received
  that level of service. Due to the inconvenience, a $80.00 refund was issued back to the
  card used to issue payment for the delivery.
  
  Thank you for bringing ******* ******* concerns to our attention. We hope that the above
  resolves the customer** complaint.
  

• Initial Complaint

  Date:02/18/2025

  Type:Delivery 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.

  out of propane completely with 4 kids in the house I ordered propane on the 14th i called on the 17th to check status of delivery and was told you're not the only person that's out of gas you will have to wait until the 22nd or pay us 100$ and you can be put on a 2 day delivery window ,I explained I have no heat or stove to cook on please help and she didn't care was very cold and told me to wait my turn or pay 100 that's all she can do . I will never use Ferrell gas again and will strongly promote others not to also

  Business Response

  Date: 02/25/2025

  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:
  
  A review of *** ********* consumer account reveals he owns a 500-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.
  
  *** *******’s concerns relate to receiving a propane delivery after running out of
  propane. *** ******* placed a delivery order for 200 gallons through Ferrellgas’ virtual
  assistant on February 14, 2025. The delivery window provided was from February 17,
  2025 to February 21, 2025. *** ******* contacted Ferrellgas on February 17, 2025 to see
  if he could receive an expedited delivery as he was out of propane. Expedited delivery
  was available at that time, and the charges for the expedited delivery were provided to
  *** *******. These fees are outlined in Ferrellgas’ Customer Agreement for Propane Sales
  & Equipment Rental (the “Agreement”). *** ******* did not elect to pay the expedited
  delivery fee, so the fee was not charged. Delivery was completed on February 19, 2025,
  which is two days after the order was processed. 200.1 gallons of propane were delivered,
  which filled the tank to 45%.
  
  Will Call customers are advised 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 provided in the Agreement as well as posted on Ferrellgas’ website as a
  banner on the top of the website.
  
  Thank you for bringing ******* *******’s concerns to our attention. We hope that the
  above resolves the customer’s complaint. However, please do not hesitate to contact me
  with any further questions or concerns.