On December 20th, 2022, while considering my options for the pending cold snap, I called Ferrellgas to inquire about 100 gallons of gas and the delivery window. I found I could afford it and the window I was given ended December 28th which made it a reasonable option and I decided to go this way. I put my money in the bank and called them back and ordered my gas. I was never given a confirmation so I called back to confirm and was again told my delivery window ended December 28th. This information in fact is still listed as my delivery date on the website. I called back to inquire after the 28th if there was any idea when my gas was coming and if there was anything I needed to do safety-wise with my pilot lights if my gas ran completely out because they did not deliver by the weekend. I was told by a customer service agent that I was stupid for not ordering earlier. Let me be clear that 16% of my 300 gallon tank would have lasted me at least two months had I not decided to use my central heat because of the information I was given by Ferrellgas to heat my home during the cold snap. I would still have hot water and use of my stove and oven today. Yesterday the website said my order was out for delivery and was due to be delivered at 12:42 p.m. At 3:00 I called back to ask about this because it had not shown up and I was assured it was definitely on the truck and coming “today” (Jan 3). Today January 4th, 2023 the website no longer says out for delivery. I was told by a customer service agent that my gas was never out for delivery. However I have a picture of the web page that says it was as well as a recorded phone call with the agent I spoke to on the evening of January 3rd when it was supposedly out for delivery. The agent I spoke with today, January 4th 2023, told me she would forward this information to the delivery people and that they would call me back. I am not going to hold my breath on that. I would however like to know what happened to my gas that was supposedly loaded on a truck. Again, let me be clear I had several other options to heat my home during the Cold Snap and had I been informed more correctly. I would have chosen a different way and would still have use of hot water and my stove today and for many weeks to come. If at any point in tge pricess the delivery date was amended to reflect a delay, there were things I could have done differently- even at that point- to attempt to make it last longer. Furthermore, I did allow for the estimate to be a few days short- but not over a week. I am suspicious at this point that there is no process in reaching the estimate. While most of the customer service agents have been very polite I'm very convinced at this point that I am just being being given a polite running around. I also know that there are a lot of people in this situation who are far less able to handle it than I am and this could be life or death for them. This is ridiculous. Based on reviews,ect. That I am seeing all over the internet, this is common practice for this company.
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