We have been FerrellGas customers in Central NY for 7 years. Up until this last order we have not had too many complaints. We have ordered and had our delivery in less than 5 days. However, that all changed with this last order. We placed an order on December 17th and have been waiting for propane since. It is now January 6th, 2025. I called on the 3rd of January to let them know that we were now out of propane and was told that they tried to deliver on the 21st of December the day of a snowstorm and could not deliver because our driveway was not clear. I have multiple cameras that capture 360 degrees around our house and checked the three that capture the roadway in front of our house from December 17th through January 3rd. There was no evidence that their truck ever pulled up to our property.Also the 21st was a Saturday when they don't typically work, so we are having a hard time believing that they attempted to deliver. My wife drives a small Mazda car and was in and out of our driveway multiple times over that weekend with no problem. We probably had less than 4 inches of snow in total and our driveway is reasonably flat. Having driven a dump truck with tandem trailers behind it in Utah, in similar climate and weather conditions, I don't believe a large truck would have had any trouble.Also, in the past, on several occasions, they have not even pulled into our driveway they parked on the side of the road and took the shortest route to the tank to fill. After two calls on the 3rd of January, two other customer support forms completed online, and two additional calls today, we have had customer support people who have basically said there wasn't much they can do for us, but see we have a delivery scheduled for between Friday, the 3rd and the 15th of January. This is because they canceled our first order apparently after the one alleged attempt to deliver and Friday when I spoke to them, and they created a new order on that day.For the past four days we have been stuck in a house that is hovering between 48-50 degrees, only because we have a few electric heaters running, and occasionally turning on our oven with the door open, that won't keep up with the single digit to weather in the teens outside. On top of all of this two days after they supposedly showed up the weather was 53 degrees and the snow had all been melted by that afternoon by rain. They require I provide my email and phone number when I order the propane, but for what reason I don't know.I was never notified of an attempt to deliver, to schedule a follow-up delivery, etc. No note was left on our door or our mailbox, nothing. I'm not sure if they could have done any less to try to get us a delivery. So here we sit freezing in our home at the mercy of a company that quite simply could not care less. Bad form FerrellGas. We always thought you were doing a good job, but now see why there is a one-star rating from most people who have reviewed this company. Many have said they only gave one star as that is their only option. Many, it seems would have preferred to give negative stars.Update 01/07 more multiple calls placed yesterday and today. My wife demanded to speak with a manager/supervisor. We were told yesterday they would call back in a half hour. No calls ever received. We called again in the afternoon and no one has called us back. The customer service lady just keeps saying we're doing all we can. Today she said, "I see you are scheduled for a delivery on the 9th." That is two days from now. Last night it was 9 degrees (-2 with windchill). I woke up to a 45 degree house. Kept at that temperature only by 3 electric heaters that cannot keep up with the freezing temperatures we are getting. The lack of concern or urgency by this company to get propane to our house to keep us from freezing is inconceivable! Guess what it only took a few hours for them to pull out the money from our bank to pre-pay for the propane. That seems to have been the only thing that was urgent for them in this whole transaction.Update 01/09: On the 7th we were told we'd have propane on the 9th. When I woke up our living room was 30 degrees. Ice was building up in our sinks where I had water dribbling to keep from freezing. We called to confirm that we would get propane that day. We were told we were now scheduled for Monday, the 13th. I did melt down and let them know exactly what I thought of that. In the mean time for a couple of days before that my landlord and the head of our co-op called multiple times and were basically dismissed out of hand. We reached out to a friend who is a family law attorney. He got hung up on the first attempt, the second attempt he was able to talk to a manager, but that call was "cut off". The manager then called him back and I'm not sure what he said or did but within a couple of hours there was a propane truck at our house filling our tank. So it took an attny.
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