Ferrellgas

December 30, 2014
 
 
 
Mr. [redacted]
Revdex.com of Greater KC
 
Subject:  [redacted] – Complaint ID [redacted]
 
Dear Mr. [redacted]:
 
We apologize for the delay in retrieving our propane tank from Ms. [redacted]’s residence.  The tank pick up has been...

scheduled for January 6, 2015.  Please know that weather and ground conditions can delay scheduled tank pickups, as the trucks we utilize to remove propane containers are heavy and have the potential to cause property damage is conditions are not favorable.   
 
Thank you for bringing Ms. [redacted]’s concerns to our attention. 
 
Sincerely,
 
 
[redacted]
Paralegal
 
Cc:          [redacted], Dir. Of Operations

October 27, 2014
Mr. [redacted]
Revdex.com of Greater KC
Subject:  [redacted] – Complaint # [redacted]
Dear Mr. [redacted]:
A review of Mr. [redacted]’s account reveals he commenced services with us in November 2004; he has chosen  “will call” delivery service with...

Pay-in-Advance payment terms.
Mr. [redacted] pre- paid for his delivery, as his payment terms are Pay in Advance; and the delivery was routed for 10/16.   It appears that Mr. [redacted] cancelled the order on that same day.  His account was updated to reflect the cancelled order; however, the refund request was not completed internally, for which we apologize. 
Mr. [redacted]’s credit card refund is in process and should be back on his card within 3 business days.  We appreciate Mr. [redacted]’s patronage and appreciate him bringing this matter to our attention.
Sincerely,
[redacted]
Paralegal

October 6, 2014
Mr. [redacted]
Revdex.com of Greater KC
Subject:  [redacted]  - Revdex.com Complaint ID: [redacted]
Dear Mr. [redacted]:
I am writing in response to Ms. [redacted]’s consumer complaint.  Our local Customer Service Manager informs me that we filled Ms. [redacted]’s leased...

tank on Friday, September 19, 2014.  She called in the following day - Saturday September 20, 2014 stating she smelled gas.  Our service technician was dispatched her to home that same day and found the handle on the leased tank leaking.  He made the repair which stopped the small leak. 
The service labor fee for our service call was removed from Ms. [redacted]’s account on September 25, 2014 when our Manager returned from vacation.  Ms. [redacted] was informed on September 30, 2014 that the service fee was being removed. 
On September 30, 2014 our service technician went back to Ms. [redacted]’s home to make sure there were no further leaks.  Ms. [redacted] accompanied our service technician when he was there, and verified for herself that the system was tight.   The only charges that remain on Ms. [redacted]’s account are the for the actual propane delivery. 
Based upon the information stated above, we have resolved Ms. [redacted]’s consumer complaint.  Thank you for bringing her concerns to our attention.
Sincerely,
[redacted]
Paralegal

My mom's address is the one I have listed under my name.  I used my name because I was doing it on her behalf.  Her name is [redacted]  [redacted]. Her phone number is ###-###-####

January 9, 2015
 
 
 
Mr. [redacted]
Revdex.com of Greater KC
 
Subject:  [redacted] – Complaint ID [redacted]
 
Dear Mr. [redacted]:
 
We are pleased to report that our propane tank was successfully retrieved on January 6th, 2015.  We apologize for delay experienced by Ms. [redacted]. 
 
Sincerely,
 
 
[redacted]
Paralegal
 
Cc:          [redacted], Dir. Of Operations

March 25, 2015
 
 
Mr. [redacted]
Revdex.com of Greater KC
 
Subject:  [redacted] – complaint # [redacted]
 
Dear Mr. [redacted]:
 
A review of Mr. [redacted]’ account reveals he first contacted us on February 20, 2015 to advise he was switching to natural gas, and requested...

that our leased propane tank be picked up.  The tank pick up was completed on March 13, 2015 at no cost to our customer.
 
Thank you for bringing Mr. [redacted]’ concerns to our attention.  We appreciate his past patronage and wish him well.
 
Sincerely,
 
[redacted]
Paralegal

October 17, 2014
Mr. [redacted]
Revdex.com of Greater KC
Subject:  [redacted] – Complaint ID: [redacted]
Dear Mr. [redacted]:
Ms. [redacted]’s leased propane tank was picked up on October 7, 2014.  We apologize for the delay she experienced.  Ms. [redacted]  will be...

receiving a refund for 137 gallons of fuel, based upon our Company’s refund policy. 
Ms. [redacted] was not charged our usual and customary service fees for the tank pickup and pump out, due to the delay in removing our equipment. 
Thank you for bringing Ms. [redacted]’s concerns to our attention.  Please contact me if you have questions.
Sincerely,
[redacted]
Paralegal

[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: the time frame from which the order was placed and payed for is unacceptable. This makes two years in a row this has happened and something needs done about the way they treat their customers. They have their employees lie to the customers saying that their management has no contact line and cannot be reached yet after calling four times in a row they can magically connect you to them. They are very poor at customer service and this will be my last year as their customer. 
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I am sorry but I have been told the exact information on three different times when I contacted them. We have had no snow since the middle of November, and not enough to keep them from picking the tank up,  the ground is hard  and this tank is not on our lawn it is on an area next to the well house which we use as a turn around. I have contacted an attorney to see if I can charge them rent.  This is now the fourth pick up date I have had, we shall see if it is picked up. or just another delay to keep me from doing anything.
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I just received an email from the Revdex.com assuming this complaint was resolved. I want to assure you that it was not. I have been told that people were out of town and basically blown off since submitting the complaint. I last spoke to a female who advised her boss was out of town but could send me a coupon for a refill. I let her know that this as unacceptable and not the outcome I desired. It is obvious this company is just trying to blow me off. I still have the rusty tank and am only still asking for a spare tank in the event I receive another empty tank during a refill. 
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

March 30, 2015
 
 
Mr. [redacted]
Revdex.com of Greater KC
Subject:  [redacted] – Complaint ID: [redacted]
 
Dear Mr. [redacted]:
 
I am writing in response to Mr. [redacted]’ consumer complaint.  A review of his account reveals he commenced services with us in October 2013;...

he leases two (2) 120-gallon containers, has chosen “will call” delivery service, with Pay-in-Advance payment terms.
 
Mr. [redacted]’ complaint is regarding an untimely fuel delivery.  In reviewing our records, it is noted that inclement weather and ice covered road conditions caused many delivery delays during the time period referenced.    Mr. [redacted]’ fuel delivery was completed on March 20, 2015. 
 
We apologize for the delay that Mr. [redacted] experienced, however, we 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 regards 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…” 
 
Our trucks attempted the delivery to Mr. [redacted]’ residence on more than one occasion, however,  due to icy conditions, the delivery was delayed.   Thank you for bringing Mr. [redacted]’ concerns to our attention. 
 
Sincerely,
  
[redacted]
Paralegal

February 10, 2015
  
Mr. [redacted]
Revdex.com of Greater KC
Subject:  [redacted] – Complaint ID: [redacted]
 
Dear Mr. [redacted]:
 
I am writing in response to Mr. [redacted]’s consumer complaint, regarding an untimely fuel delivery.
A review of Mr. [redacted]’s Ferrellgas account...

reveals he commenced services with us in October 2013; he leases a 330-gallon above ground propane tank, and has chosen “will call” delivery service, with Pay-in-Advance Payment terms. 
 
If a customer has chosen “will call” delivery service, we will not deliver until our customer calls and requests a delivery.  We suggest that “will call” customers contact us when the tank’s gauge reads thirty percent (30%) capacity.  This allows ample time for the delivery to be placed on a route, and will eliminate out of gas situations, or customers incurring emergency delivery fees. 
 
It is noted that inclement weather as well as high demand for fuel deliveries caused many delays in the area during the time period referenced.  I do not see that Mr. [redacted]’s tank percentage was provided to us when the order was placed.  His delivery was completed on January 17, 2015 with 200 gallons of fuel delivered.   As a courtesy to Mr. [redacted], the price for the delivery was adjusted and he was not charged our usual and customary leak meter fee, which we must perform when there is an interruption in gas service. 
 
In the future, we suggest that Mr. [redacted] monitor his fuel usage and contact us when his tank reads thirty percent (30%).  We decline Mr. [redacted]’s proposed resolution for reimbursement, however,  we have provided  him with a discounted fuel price and a leak meter test at no charge.  Thank you for bringing Mr. [redacted]’s concerns to our attention.
 
Sincerely,
 
[redacted]
Paralegal

March 25, 2015
 
 
 
Mr. [redacted]
Revdex.com of Greater KC
 
Subject:  [redacted] – Complaint # [redacted]
 
Dear Mr. [redacted]:
 
I am writing in response to Mr. [redacted]’ consumer complaint.
 
Mr. [redacted]’ complaint is regarding an untimely fuel...

delivery.  In reviewing our records, it is noted that inclement weather and high fuel demand caused many delivery delays during the time period referenced.  
 
Currently, Mr. [redacted] leases a 250-gallon propane tank.  We are in the process of upsizing his container to a 500-gallon tank, which will allow additional gas storage in the future. 
 
Thank you for bringing Mr. [redacted]’ concerns to our attention.  We appreciate his patronage. 
 
Sincerely,
 
[redacted]
Paralegal
 
Cc:          [redacted], Director of Operations

October 22, 2014
Mr. [redacted]
Revdex.com of Greater KC
Subject:  [redacted] – Complaint ID: [redacted]
Dear Mr. [redacted]:
A review of Mr. and Mrs. [redacted]’s account reveals they commenced services with us in August 2013, when Ferrellgas acquired VanAndel Propane. 
On September...

6, 2014 we were asked to remove our propane tank, as the [redacted]s were terminating service and going with another propane supplier.  The tank pickup was completed in early October 2014 and a gas measure was taken.  A refund check in the amount of $97.71 is in process for the credit remaining on the account, less tank pick up fees. 
The Ferrellgas Customer Agreement for Propane Safety and Equipment Rental, which our residential customers are a party to, states the following in regards to Effect of Termination:    
V.                  GENERAL TERMS APPLICABLE TO ALL SERVICES, MAINTENANCE, INSPECTION, TESTING AND REPAIR
Effect of Termination.  If Service is terminated…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.  You may be entitled to a credit or refund for any Propane which remains in the Tank subject to tank pump out and pickup charges and other charges specified in our Current Charges List. 
Ferrellgas believes it is reasonable, and common in the industry, to charge customers for service work, including the labor involved in tank pickups. Flat fees for service work are designed to provide a reasonable estimate to consumers and to cap costs for those customers whose tank removal involves significant labor. 
Mr. and Mrs. [redacted] were mailed our Customer Agreement shortly after commencing services with us.   
Thank you for bringing the [redacted]’s concerns to our attention.  Please call if you have questions.
Sincerely,
[redacted]
Paralegal

[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

April 15, 2015
  
Mr. [redacted]
Revdex.com of Greater KC
 
Subject:  [redacted]
[redacted] – Complaint ID: [redacted]
 
Dear Mr. [redacted]:
 
I am writing in response to Ms. [redacted]’s consumer
complaint.  A review of her...

account
reveals she commenced services with us in December 2013; she leases two (2)
120-gallon above ground propane tanks; has chosen “will call” delivery service
with Pay-in-Advance payment terms.
 
If a customer has chosen “will call” delivery service, we
will only deliver propane when our customer calls to request a delivery.  We recommend that ‘will call’ customers call
and order fuel when their tank’s gauge reads thirty percent (30%)
capacity.  This allows ample time for the
delivery to be placed on a route, thus eliminating out of gas situations, or customers
incurring emergency delivery fees.
 
If a customer has chosen Pay-in-Advance payment terms,
payment must be secured prior to generating an order.  On January 16, 2015 Ms. [redacted] left a message
indicating she needed a delivery.  Our Customer
Service Specialist returned the call leaving Ms. [redacted] a message with the
phone number she should call to place her fuel order, as well as our hours of operation. 
 
Ms. [redacted] returned the call stating she wanted to check on
the credit appearing on her Ferrellgas account. 
We advised Ms. [redacted] that she had an overpayment from her November 2014
delivery in the amount of $56.87; there was also a 10 gallon credit issued
November 11, 2014 in the amount of $25.79, for a total credit in the amount of $82.66.    Ms. [redacted] feels her credits should total
$100; however, this does not agree our calculations.
 
Ms. [redacted] was also informed of our minimum delivery
requirement, which is a full fill for tanks less than 500 gallons.  If a customer wishes to purchase less than
the minimum number of gallons for a delivery, they may do so; however, minimum
delivery fees would apply. 
 
Ms. [redacted] submitted payment for her requested delivery on
January 31 and the order was generated.  Ms.
[redacted]’s propane tank was at 5% capacity, and since it was quite low, she
agreed to a next day delivery fee.  Ms.
[redacted]’s delivery was completed the next business day, Monday February 2,
2015.  The tank was out of gas when our
driver arrived, and per safety protocol, the tank was red-tagged, as no one was
home to allow our driver access to light the pilot lights. 
 
In conclusion, we find that Ms. [redacted]’s account is correct,
and all warranted adjustments/credits have been applied.  Ferrellgas strives to provide exceptional customer
service, and we appreciate Ms. [redacted]’s feedback regarding her experience with
our Company.   Thank you for bringing Ms. [redacted]’s concerns
to our attention.  Please call if you
have questions.
 
 
 
Sincerely,
 
[redacted]
Paralegal

January 28, 2015
 
 
 
Mr. [redacted]
Revdex.com of Greater KC
 
Subject:  [redacted] – Complaint ID [redacted]
 
Dear Mr. [redacted]:
 
I am writing in response to Mr. [redacted]’s consumer complaint. 
 
I am pleased to report that Mr. [redacted]’s leased...

propane tank was picked up on January 27th, 2015.  We did not charge Mr. [redacted] our usual and customary service labor fees related to the tank’s pickup and pump out, due to the delay in picking up our equipment, for which we apologize. 
 
We will be issuing Mr. [redacted] a refund, representing the gas remaining in the tank at the time of pick up.
Thank you for bringing Mr. [redacted]’s concerns to our attention; we appreciate his many years of patronage and wish him well.
 
Sincerely,
 
[redacted]
Paralegal
 
Cc:          [redacted], Dir. Of Operations