Ferrellgas

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 related to his recent Blue Rhino cylinder purchase.  We are...

sorry to hear that his grill bottle exchange at the local [redacted] store was less than satisfactory.
 
Our Blue Rhino Customer Care team will be contacting Mr. [redacted] to discuss his concerns.   Mr. [redacted] may also contact Blue Rhino directly at ###-###-####.   Thank you for bringing his concerns to our attention. 
 
Sincerely,
 
[redacted]
Paralegal

March 18, 2015
 
 
 
Mr. [redacted]
Revdex.com of Greater KC
Subject:  [redacted] – Complaint ID: [redacted]
 
Dear Mr. [redacted]:
 
Thank you for passing along Mr. [redacted]’s recent communication to your agency.   Ferrellgas takes pride in offering superior customer service; therefore we appreciate Mr. [redacted]’s feedback regarding his experience with our Company.   
 
As stated previously, 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.  
 
We apologize for the delay that Mr. [redacted] experienced in receiving his January delivery, 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…” 
 
Thank you for bringing Mr. [redacted]’s concerns to our attention.
 
Sincerely,
 
[redacted]
Paralegal

November 4, 2014
Mr. [redacted]
Revdex.com of Greater KC
Subject:  [redacted] – Complaint # [redacted]
Dear Mr. [redacted]:
A review of Mr. [redacted]’s Ferrellgas account reveals he originally requested that we remove our LP gas equipment on October 3, 2014.  The tank pick up was...

completed on November 3, 2014. 
Tank pickups are completed when weather and ground conditions are favorable, as the trucks we use to remove our propane containers are quite heavy and have the potential of causing property damage if conditions are not favorable.  We apologize for the slight delay Mr. [redacted] experienced.
Thank you for bringing his concerns to our attention.
Sincerely,
[redacted]
Paralegal

We are sorry for [redacted] incident. We do not have any details of this incident, but we are willing to accommodate the customer to his satisfaction. Thank you.

March 23, 2015
 
 
 
Mr. [redacted]
Revdex.com of Greater KC
 
Subject:  [redacted] – Complaint ID [redacted]
 
Dear Mr. [redacted]:
 
I am writing in response to Ms. [redacted]’s consumer complaint.  A review of Ms. [redacted]’s account reveals she commenced services...

with Ferrellgas in November 2013.  She leases a 500-gallon 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 propane until our customer calls and requests a delivery.   The Ferrellgas Customer Agreement states that “will call” customers should call not less than five (5) business days prior to the date they anticipate needing propane.  If a customer should call with less than five (5) business days’ notice, we may not be able to meet their schedule.  We may also impose additional delivery charges (as set forth on the Current Charges List), and customers may incur additional costs associated with retesting their System.  We suggest that ‘will call’ customers call us when their tank reaches thirty percent (30%) capacity. 
 
If a customer has chosen “Pay-in-Advance” payment terms, payment must be secured prior to generating a fuel order.  On February 19, 2015, Ms. [redacted] ordered and submitted payment for 200 gallons of fuel.  She indicated the tank was at 7% capacity when the order was placed.  The fuel delivery was completed on February 24, 2015 which was three (3) business days following receipt of her order.    
 
In the future, we would recommend that Ms. [redacted] monitor her fuel usage and contact us when the tank reaches thirty percent (30%) capacity.  This will allow ample time for the delivery to be placed on a route and will eliminate out of gas situations and/or incurring emergency delivery fees. 
 
Thank you for bringing Ms. [redacted]’s concerns to our attention.  Please call if you have questions.
 
Sincerely,
 
[redacted]
Paralegal

[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]
thanks so much for getting them to pick up the tank