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March 2024 by Ron Schimon
As a long term customer for 24 years, I am disappointed with how Ferrell Gas has degraded with its customer service. No longer am I able to contact someone in the West Branch office; instead your call is forwarded to someone out of state who is not familiar with the local area nor clearly understands the situation. The delivery driver tries his best to ensure the propane is delivered but there is a disconnect between the customer and local office. It would be wise if someone were to be on site in the West Branch office to ensure better customer service and most importantly, better communication.
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February 2024 by Chuck
I have always liked Ferrel gas, but they've made automated changes recently that have made them less much less efficient to deal with.I'll also be checking prices a lot more closely this year as my locked in price is roughly $.20 a gallon more than all surrounding propane companies. Disappointing for a regular customer.
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December 2023 by Brian Cogswell
I got a voice mail stating my delivery was canceled and would not be rescheduled until I brought in a working key because the driver was unable to unlock my gate with the key they have had since 2012.I was told I needed to bring a key that would work with my lock to the west branch office. First problem I called the west branch office and I got connected with a customer service representative in a different state. And I was told that there is no employee's working in office in westbranch they work from home. So that being said how can I drop off a new key to the office if there is not in office employee's?So I called the westbranch number the next day I was connected with Tina in Ohio. Finally a employee that understands my frustration and did everything she could and returned phone calls letting me know delivery was rescheduled and the driver was saposta call if he could not get key to work. Tina deserves a raise for her curttes and professional customer service. Moral of the story I went up to my property the next morning and my propane tank was filled. A simple phone call to let me know that propane had been delivered would have been nice. So do they still need a new key or we they trying the wrong key? Again a simple phone call explaining what the problem was would be very appreciated.
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October 2023 by Ken Good
Ferrellgas is only company we've had, years and years. Every visit to the West Branch office has been very pleasant and helpful. We have keep full and they do so. Not only the lady in the office but the delivery person is nice to work with. Before we got keep full our nephew was staying in the house while we were in Texas during a winter. They ran out of propane, not knowing the process. I called the WB office and they went beyond normal to get them back up. We are very satisfied and pleased with Ferrellgas.
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June 2023 by chrisee cole
Rude customer service!!!
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February 2023 by Austin Letts
Receptionist Amy was insanely and unnecessarily rude
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January 2023 by Maarissa Mason
The absolute WORST customer service team I have ever experienced. If i could leave -37402539 stars I would. I called to schedule a pickup of the ferrell tank on my property in October (due to switching to another company that is .40 cents per gallon cheaper) and specifically told ferrell their tank could not be picked up until after the new tank was coming in December. This phone call took place on a Thursday or Friday during the end of October 2022. I was told by the call center (all of the indian river offices calls get forwarded to a national call center) that someone from the local office would be contacting me “early next week” to schedule a pickup time. I had not heard from them for a few weeks and assumed they would be calling closer to my December date. Ferrell decided to pick up my tank yesterday with ZERO notification to me as the home owner. When i called today to try to get this sorted out, the first person (after putting me on hold and talking with her manager) stated they would not be bringing a tank back. I explained to her that now I am left without any option for heat and we are headed into 30 degree weather next week- and this is illegal for a utility service provider to do heading into winter without notifying the account holder. I was placed on hold again so she could talk with her manager yet again, and was then transferred to a new call center employee. I had to re-explain my situation to this employee, and was told by her that shes not sure what manager the first one could have been talking to as “none were available right now due to them being in central time”. This employee stated that they don’t do “scheduled pickups so the first phone call should have never happened” and that I should not have called until after the new tank was delivered. Mind you- I have never dealt with propane service before, had no clue how any of this works and was never told in the original October phone call to just call back when the new tank arrive. She also stated she would not authorize a tank being delivered and that I can find “other options for heat like electric or i could buy a fireplace”. I live out in the woods, propane is the ONLY option. When I explained this I was told I would “just have to deal without having heat for a month”- going into winter. This same employee told me that they owned the tank and it is their “asset” so they didnt have any obligation to notify me that they were picking it up from the property since I called to schedule the pickup (when the pickup was specifically scheduled for after the other tank was due to arrive in December). I was also told the indian river office was closed and i should not have been told that they schedule pickups at all like I was told on the original phone call. I then asked which office picked up my tank- and they said indian river, even though the office is closed? They were not willing to transfer me to the local office for assistance. They told me this is not their problem to deal with and that my new company “needed to figure it out”. Legally in the state of Michigan a utility company has to make 2 documented phone calls to an owner before suspending service- neither of which ferrell could provide to me (because no one called myself or my husband). Will absolutely NEVER recommend this company to anyone- save your money (and time) and shop elsewhere.
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November 2022 by Maarissa Brostrom
The absolute WORST customer service team I have ever experienced. If i could leave -37402539 stars I would. I called to schedule a pickup of the ferrell tank on my property in October (due to switching to another company that is .40 cents per gallon cheaper) and specifically told ferrell their tank could not be picked up until after the new tank was coming in December. This phone call took place on a Thursday or Friday during the end of October 2022. I was told by the call center (all of the indian river offices calls get forwarded to a national call center) that someone from the local office would be contacting me “early next week” to schedule a pickup time. I had not heard from them for a few weeks and assumed they would be calling closer to my December date. Ferrell decided to pick up my tank yesterday with ZERO notification to me as the home owner. When i called today to try to get this sorted out, the first person (after putting me on hold and talking with her manager) stated they would not be bringing a tank back. I explained to her that now I am left without any option for heat and we are headed into 30 degree weather next week- and this is illegal for a utility service provider to do heading into winter without notifying the account holder. I was placed on hold again so she could talk with her manager yet again, and was then transferred to a new call center employee. I had to re-explain my situation to this employee, and was told by her that shes not sure what manager the first one could have been talking to as “none were available right now due to them being in central time”. This employee stated that they don’t do “scheduled pickups so the first phone call should have never happened” and that I should not have called until after the new tank was delivered. Mind you- I have never dealt with propane service before, had no clue how any of this works and was never told in the original October phone call to just call back when the new tank arrive. She also stated she would not authorize a tank being delivered and that I can find “other options for heat like electric or i could buy a fireplace”. I live out in the woods, propane is the ONLY option. When I explained this I was told I would “just have to deal without having heat for a month”- going into winter. This same employee told me that they owned the tank and it is their “asset” so they didnt have any obligation to notify me that they were picking it up from the property since I called to schedule the pickup (when the pickup was specifically scheduled for after the other tank was due to arrive in December). I was also told the indian river office was closed and i should not have been told that they schedule pickups at all like I was told on the original phone call. I then asked which office picked up my tank- and they said indian river, even though the office is closed? They were not willing to transfer me to the local office for assistance. They told me this is not their problem to deal with and that my new company “needed to figure it out”. Legally in the state of Michigan a utility company has to make 2 documented phone calls to an owner before suspending service- neither of which ferrell could provide to me (because no one called myself or my husband). Will absolutely NEVER recommend this company to anyone- save your money (and time) and shop elsewhere.
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July 2022 by Michael Lacoursiere
We purchased a place up north so we have only been with Ferrellgas for a few years but they have been great. Competitive pricing and the customer service at the West Branch office is fantastic. The request for a fill is easy and they always deliver on time.
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July 2022 by Don Smrecak
We are on a keep fill with you. We never have to worry about running out of propane. We have been a customer for over 25 years and look forward to many more.
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May 2022 by Brittany Hampton
We have been a customer since 2019. In December we ran out of propane with them claiming we should still have 40% when we called for them to come fill they said we should have 40% still, we rent our tank from them and they did not look into it. I have no appliances that run on propane just my heat which we use our fire place to keep its use down to the minimum and have had no issues until this year. They didn't look into the issue, come February they came to fill claiming we should've had 30% still driver even confirmed we were almost dry again. Shortly after my hus and realized he smelled gas by the tank, called they sent someone out while no one was home. He claims in his report there is no leak here we are in April again should have 36% but bone dry again. Called and asked for a manager asking for a credit for the propane we lost due to their tank leaking and the manager Nicole just argued with me saying she talked to her tech and our tank does not have a leak. Because her computer says that it doesn't.
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July 2021 by Kimmie Gamache
I just received a threatening message and letter that our cabin propane tank will be picked up in mid July because we have not purchased recently (its a cabin). They could have explained nicely but instead both contacts were in a threatening way. We are at 10% and would gladly get propane so I called to purchase propane and the woman said that it has been scheduled to be picked up on July 21 and I can't purchase propane. I pay a fee to rent the tank and my last rental bill was to cover us until the end of August, yet they are saying they are picking it up in mid July. I also have a letter that says to contact them by July 21, 2021 and I have, yet she said there is nothing I can do.
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June 2020 by car guy
Folks are great and the customer service has always been excellent.
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November 2019 by Gina Davis
Been a customer since 8/2018. Called to have partial fill for camp ground on 2 tanks. Told me I owed $38 from 8/18. Never billed me for it...always paid in full before delivery. They say they are the cheapest, no. They are .30 higher than everyone around. Can't talk to anyone over one who answers phone. I will be changing by summer. This customer is not appreciated.
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August 2019 by Justin Sizemore
Driver refused to deliver propane because my trailer was in the yard even tho every time before they didnt have a problem. Woildnt wait 5 minutes for my wife 5o move the truck and trailer left and was rude. Corporate and management woildnt do anything but blame me. Will never recoomend to anyone.