Ferrellgas’ A+ Better Business Bureau rating no solace for cold customers

Ferrellgas customers across the country said they are having troubles with the propane company – not just in New York.

Some people are going to the Better Business Bureau to report an issue.

They are not only trying to get their problems solved, but also sharing their experience with Ferrellgas.

On the BBB’s website, there are 183 published complaints and 99 customer reviews about Ferrellgas.

A good chunk of the complaints and reviews are from the past few months.

Some of the messages are about late deliveries, long wait times, and propane tanks being left on zero before a delivery truck can come out.

There is a difference between a review and a complaint.

Melanie McGovern, a BBB representative for Upstate New York, said a complaint is when money is involved and a contract is not being honored or work is not being done right.

A review is simply just someone sharing their personal experience with a company.

BBB has a tip for customers: do your research before signing anything.

Educate yourself and know what you are signing up for.

"Read your contract. Read your service agreement. Just to see what kind of recourse you have if something does go wrong. A lot of times complaints don’t actually make it to the Better Business Bureau because they can be resolved between the consumer and the business," McGovern said.

Ferrellgas has an A+ rating with the Better Business Bureau.

McGovern said reviews do not affect a rating. What affects a rating is how a company handles a complaint.

McGovern said Ferrellgas is actively working to resolve their complaints. They have answered the complaints BBB sends their way.

In a statement from Ferrellgas, they said:

"We appreciate you [13 Investigates] highlighting the A+ rating Ferrellgas has received from the Better Business Bureau. It shows how Ferrellgas is dedicated to going above and beyond to meet the needs of its customers and keeping them warm in the winter months."