My parents (who are older) ran out of propane at their home today (Tuesday). My mom was surprised, because her tank is normally filled automatically by Ferellgas, but she figured with the holidays perhaps the company was behind in filling tanks. She called only to get the run around from the company. First, they blamed her for running out of propane, insisting that my parents were not on their automatic plan for filling and they could offer no solution for getting the tank filled before Thursday or Monday of the following week (again, it is Tuesday). My mom called at 8am, was promised a call back that didn't come, she called again at 12pm was promised a call back that didn't come, and then she called, yet again at 1:30pm and was put on hold for over an hour. Thus, she talked to three representatives who all put her on hold and didn't call back.
At this point, she had gone most the day without heat, a stove or hot water and it didn't look like the company was going to do anything about it. Finally, she called me (her daughter) because she didn't know what to do next. I was shocked at the horrific customer service I received. This company had given an older woman (my mom) the run around over filling her house propane when she owed no money and her account was completely up to date. It took a lot to finally get someone on the phone; I called every number the company had, and eventually (after waiting on hold) got through the emergency line. I spoke with Jennifer, who was more concerned with explaining how it was my mom's fault for running out of gas than she was concerned about actually getting gas out to her and my dad. She was rude, unprofessional, and certainly not someone I would call in an emergency (HR office might want to keep that in mind). She was not able to give me any solutions besides "we might be able to get you propane by Thursday... or maybe Monday". Obviously, I told her that was unacceptable, and she gave me a long list of why it would be hard to send out all the emails necessary to get gas out to my parents house...but she would try. I explained that I needed to make arrangements for my parents to have a place to go with heat, hot water and a stove if she wasn't going to be able to get anything to them tonight, but despite that she refused to even guarantee even a call back. She said "I will be off in an hour and I won't know what happens then". After getting off the phone with her, I told my mom I was going to take care of it. Jennifer reminded me three times that my parents "own their tank" and can take their business anywhere.... so I did just that.
Within fifteen minutes I had Alliance Propane in Valley Center on the phone. First, they ANSWERED the phone, and upon hearing that my parents were out of propane scheduled them to get a small delivery first thing in the morning to ensure they would have hot water and heat. I made arrangements for my parents for the night. Problem solved.
Over an hour later, I got a call from a random driver by the name of Jose from Ferrellgas who said he was coming to my parents house to fill their tank but didn't know where their house was (despite their being customers for YEARS). He also didn't know if they were going to be charged an emergency fee or not... he actually didn't know much. I explained that I had already made arrangements and would no longer be needing their services. Shortly after this, I finally got a call from Jennifer who was wondering why I had cancelled the order; I informed her that I had arranged to get propane delivered. Without any sort of guarantee that Ferrellgas was even going to call me back, I had to make sure that propane was actually going to get to my parent's house. It took a different company fifteen minutes to sort out something Ferrellgas couldn't figure out with, apparently, all the greatest minds of the company working on it. I informed Jennifer that I intended to write a review here, and on the Better Business Bureau and it was only then when I received any sort of concern from her. Later in the evening I finally did receive a call from their customer service rep; it only took them 12 hours to show concern for my parent's safety, and only after I threatened to write a review.
Suffice to say, I am appalled by what happened today. Ferrellgas gave an older woman (my mom) who was just trying to get her house propane filled the run around. Had I not stepped in, Ferrellgas would have left my parents in a house with no stove, hot water or heat in the middle of winter for who knows how long. We're not talking about internet service here... we're talking about heat, hot water and a stove: essentials. I honestly wonder how many elderly people are without propane and heat tonight because Ferrellgas have given then the run around.
This company should be ashamed and their HR department should take better care in training staff. read more
