Q4 Earnings

Fiscal 2021 Q4 Earnings Call at 10:00 a.m. CST on Wednesday, October 20, 2021.

Go to Earnings Call

FAQs

Interested in knowing more? Call us at 888-337-7355, or check out our Frequently Asked Questions below.

Getting Started with Ferrellgas

How can I fuel my home with propane?

Propane is a clean, environmentally-friendly fuel and propane appliances maximize energy efficiency, helping reduce costs and consumption in your home. Propane is most commonly used for heating and powering appliances such as stoves, water heaters, dryers, and generators. Click to learn more about all the ways propane can be used for your home.

How can I utilize propane if I don’t have propane-powered appliances?

There are many uses for propane aside from heating and powering appliances indoors. Most commonly, propane is used for outdoor grilling, but you can also use it for outdoor kitchens, lighting, patio heaters, fire pits, and swimming pools. To learn more about all the ways you can use propane outside your home, click here.

How do I become a Ferrellgas customer?

Signing up with Ferrellgas is easy! First, connect with our team by filling out this form or giving your local Ferrellgas office a call. Next, we will schedule your tank installation. Finally, we install and fill your tank. We'll ensure to explain your system, then you're all set!

How do I find my local Ferrellgas office?

We have hundreds of offices throughout the United States. Locate your local Ferrellgas office through Find a Location. Search by city, state, or ZIP code.

What services does Ferrellgas offer?

Ferrellgas makes propane services easy. As a customer, you have several flexible service and delivery options to choose from.

What payment options are available?

We offer a number of flexible payment options. Learn more about these options here.

When is my payment due?

The due date of your payment depends on your payment terms. If you are on 30-day payment terms, you can find the due date on your billing statement. You can see your current billing statement on your MyFerrellgas customer account. If you are on pay in advanced payment terms, the payment is due when you place your propane order. You can read further about these payment terms and payment options here. [link to payment page]

What is Ferrellgas’ relationship with Blue Rhino?

Blue Rhino, the industry leader in tank exchange, is a Ferrellgas brand. The same folks who provide you with Ferrellgas propane back Blue Rhino with equal commitment to customer service and satisfaction. Visit BlueRhino.com to find a location near you and pick up a grill cylinder for your next backyard barbecue.

Propane Deliveries

How do I place an order for propane delivery?

The easiest way to place your propane order is through your MyFerrellgas customer account anytime, anywhere. Additionally, you can place an order by chatting with us below or by giving us a call at 888-337-7355.

How soon will my propane delivery come?

Will Call customers will be told the approximate date of delivery when they place their order. We ask that Will Call customers call us not less than seven (7) business days prior to the date they anticipate needing propane, or when your tank reaches 30 percent. Please do not wait until your propane supply is less than 30 percent to request propane service. In addition to other helpful account information, customers who enroll sign up for a free MyFerrellgas.com online account can also view their delivery information. Please note that during certain weather conditions outside the control of Ferrellgas, the delivery period may be extended.

When should I schedule my Will Call delivery?

If you have chosen Will Call, we will not deliver propane until you call and request delivery. You should not call with less than seven (7) business days notice prior to the date you anticipate needing propane, or when your tank reach 30%. If you call with less than seven (7) business days notice, or when your tank level is below 30% we may not be able to meet your schedule. We may also impose additional delivery charges (as set forth in the Current Charges List of the Ferrellgas Customer Agreement For Propane Sales & Equipment Rental). Please note that during certain weather conditions outside the control of Ferrellgas, the delivery periods may be extended.

What if I want Ferrellgas to automatically monitor and fill my tank?

Our Keep Full program is the perfect solution when you'd like us to automatically monitor your propane levels and schedule your propane delivery. Take it one step further with automatic tank monitoring that monitors the exact amount fo propane in your tank accessibly from an app on your smartphone. Learn if you qualify for these programs by chatting with us below or giving us a call at 888-337-7355.

I just received a delivery. Why is my tank not 100 percent full?

It’s because propane expands, creating pressure that can build in your propane tank when it’s hot. That’s why we will never fill your propane tank to 100%. We’re committed to keeping our customers, our employees, and the members of the communities we serve safe.

Do I have to be home when my delivery arrives?

As long as our driver can get to your tank to fill it, you do not need to be home during a delivery. This includes making sure there’s a clear path to your tank, gates are unlocked, ensuring the area around the tank is free of brush and debris, and either putting pets inside or securing them so we can safely deliver your propane without interruption.

Is the ticket my driver leaves at the door my bill?

We’ll leave a proof of delivery (POD) behind after every delivery. The POD confirms important delivery information, including the number of gallons delivered and the price. Ferrellgas will mail an invoice to you. Or, if you’ve signed up for Paperless Billing, we’ll deliver your invoice to you electronically.

Can I request a call from my driver before he makes a delivery?

Various laws regulate the use of mobile phones and other electronics by motorists. For the safety of our drivers and other motorists on the road, we do not encourage the use of electronics while making deliveries.

I see your truck in my neighborhood. Why can’t they fill my tank?

Delivery routes are created based on order date and amount delivered. To fulfill the customers previously scheduled on route, we may not be able to add additional deliveries.

Why should I pay over the phone when you don’t know how much it will be to fill my tank?

Why do I have to pay my bill before receiving my delivery when you don't know how much propane is needed to fill my tank?

If you have pay in advance payment terms, you need to pay your bill prior to us making your delivery either over the phone, by chat, or through your MyFerrellgas customer. Through our estimated tank percentage on your account, we can accurately predict a specific number of gallons to be delivered. If your payment exceeds the delivery, a credit will remain on your account or be refunded. If the amount is less than the collected payment, you will be billed the difference.

Do you offer expedited deliveries (emergency service, one day service, or two day service)?

We do offer one day, two day, and emergency deliveries. However, because such deliveries require us to pull our drivers away from other customers and their pre-determined route, there are additional charges. Expedited deliveries may not be available in certain markets or at all times. For that reason, we recommend all Will Call customers should not call with less than seven (7) business days notice prior to the date you anticipate needing propane, or when your tank reach 30%. For more information, please see the Ferrellgas Customer Agreement For Propane Sales & Equipment Rental.

Tank and Equipment

I’ve never used propane before. What do I need to know?

Propane households operate much like any other home, with a few notable exceptions. A good place to start is by reading our Safety information, which covers the basics of how to store and use propane safely. You can also chat with us below or give us a call where our Customer Service Specialists will be happy to answer your questions.

What size tank should I get?

The recommended tank size depends on several factors, including usage and location. To determine what size if right for you, please talk to a Customer Service Specialist by chatting below or giving us a call. Learn more about the various propane tank sizes here.

How far can my tank be set from my driveway?

A number of factors are considered when deciding where to set a tank, including local building and safety codes. As a general rule, propane tanks should be within 100 feet of delivery vehicle access. Please contact your local Ferrellgas office for more details.

How do I read the gauge on my tank?

The gauge will usually be located under the hood on the top of your tank. Simply lift the hood* and find the dial with numbers from five to 95. Those numbers indicate the percentage of propane in your tank. If you are a Will Call customer, please schedule a deliver not with less than seven (7) business days notice prior to the date you anticipate needing propane, or when your tank reach 30%. *Make sure to be careful when opening the lid as insects sometimes nest there.

Do you offer remote tank monitoring?

Ferrellgas offers a remote propane tank monitoring system that keeps track of the exact amount of propane in your tank. Propane deliveries are then forecasted and automatically scheduled as needed. To learn more about this service, please click here.

How do I maintain my tank?

Ferrellgas is proud to keep your leased tank and propane system in working order. If you own your own tank, these services may come with additional expense. We do ask that you please keep grass and brush from growing up and around your tank. Likewise, do not use the area immediately around your tank for storage. These precautions will help ensure your safety and provide your Ferrellgas driver with easy access to your tank.

Propane Safety

I smell gas. What should I do?

At Ferrellgas, the safety of our customers, employees, and members of the communities we serve is our top priority. If you smell gas inside or outside of your home:

  • NO FLAMES OR SPARKS. Immediately put out all smoking materials and other open flames. Do not operate lights, appliances, telephones, or cell phones. Flames or sparks from these sources can trigger an explosion or a fire.
  • LEAVE THE AREA IMMEDIATELY. Get everyone out of the building or area where you suspect gas is leaking.
  • SHUT OFF THE GAS. Turn off the main gas supply valve on your propane tank, if it is safe to do so. To close the valve, turn it to the right (clockwise).
  • REPORT THE LEAK. From a neighbor’s home or other building away from the gas leak, call your propane retailer right away. If you can’t reach your propane retailer, call 911 or your local fire department.
  • DO NOT RETURN TO THE BUILDING OR AREA until your propane retailer determines that it is safe to do so.
  • GET YOUR SYSTEM CHECKED. Before you attempt to use any of your propane appliances, your propane retailer or a qualified service technician must check your entire system to ensure that it is leak-free.

Should I install a carbon monoxide detector or a propane gas detector? What kind do you recommend?

We recommend that a carbon monoxide (CO) detector listed by Underwriters Laboratories (UL) be installed on every level of your home. Be sure to always follow the manufacturer’s instructions regarding installation, location, and maintenance.

Propane gas detectors provide an additional measure of security. We recommend that you consider installing one or more propane gas detectors listed by UL in your home. Again, be sure to follow the manufacturer’s instructions regarding installation, location, and maintenance.

I own my own tank, and I want to paint it. What color can I use?

Tank colors vary from state to state, but in general you should pick a light, reflective color. Do NOT pick a dark color. Dark colors retain heat. Heat can cause excess pressure to build in the tank, causing the relief valve to discharge. Also, be sure that you do not paint tank valves, caps, regulators, or data plates.

Can I lock my tank dome cover?

No. The emergency valve for shutting off the entire system is located under the dome cover. Dome covers should NEVER be locked. They are designed simply to protect various valves and fittings from the elements. Check out these additional safety recommendations.

Can I bury my propane tank?

Installation of an underground propane tank is a job only for trained installation technicians. Please contact us by chatting below or giving us a call for more details.

How can I prepare my propane system for a weather-related emergency?

If you’re facing severe weather, check out these safety recommendations.

Can I use my barbecue grill to keep my house warm if my power goes out?

NEVER use outdoor propane appliances (including patio heaters, barbecue grills, and portable generators) indoors or in enclosed areas. This can result in carbon monoxide poisoning or death. Only use appliances that are designed and approved for indoor heating use. Check out these additional safety recommendations.

Does propane ever expire?

The great thing about propane is that it lasts for years in a well-kept tank. IF stored properly, the “shelf life” of propane is indefinite.

How do I light the pilots on my appliances?

Some things are best left to a professional, and that includes lighting the pilots on your propane appliances. Part of our ongoing safety commitment to our valued customers is discouraging them from do-it-yourself activities such as this. Please call your local Ferrellgas office or a qualified technician to re-light a pilot.

What is an anode bag for an underground tank?

Underground propane tanks are subject to electrolysis and need to be protected to avoid the deteriorating effect that results. To protect a tank from electrolysis, an anode bag is attached by wire to the tank and placed in the hole with the tank before it is covered with backfill. An anode bag is a magnesium or zinc rod enclosed in a cloth bag with a moistening agent; it absorbs the electrical currents in the earth that would have ordinarily targeted the tank resulting in damage to the container. In short, the sacrificial anode bag acts as a “decoy” for the damaging currents that can harm a tank in an underground environment.

Account Info

How do I join MyFerrellgas.com?

Signing up for your MyFerrellgas customer account is easy. Before getting started, make sure you have your account number and billing ZIP code handy. If you need help finding your account number, check your most recent billing statement. Sign up here and follow the instructions.

How can I update my billing address, update my contact information, or check my account balance?

Ferrellgas’ free online account management tool, MyFerrellgas.com, gives you the ability to manage your account information and check your balance. Best of all, you can easily access MyFerrellgas.com from your mobile device or tablet. If you need to update your information but prefer not to use MyFerrellgas.com, please contact your local office and we will be happy to assist you.

What if I have an issue logging into MyFerrellgas.com and need help troubleshooting?

In the upper-left corner of the MyFerrellgas.com login screen is a Contact Us tab that provides answers to commonly asked questions. If you don’t find an answer to the question you’re looking for, the link at the bottom of the Contact Us page takes you to a brief form that can be submitted to Ferrellgas.

Pay My Bill

How do I pay my bill?

Pay Online: Paying your Ferrellgas bill is a simple and convenient process that can be completed online through MyFerrellgas – our easy to use account management portal. Begin by logging into MyFerrellgas, or registering for an account. If registering for the first time, you’ll need your account number handy, which you can find at the top of your billing statement. Once you’ve successfully logged in, navigate to the Billing section on the main page to find your current balance. There you can select the Pay Now button and complete the steps listed when prompted to do so.

Other Payment Options: While we encourage all our customers to take advantage of the convenient payment method of MyFerrellgas, we do offer other payment options. You can choose to pay your propane bill by phone at 1-866-606-3266, via credit or debit card, by mail via check, or set up automatic payments. You can learn about all those choices on our Payment Options page.


Budget Billing

What is Budget Billing?

Budget Billing is a payment option that allows you to enjoy the convenience of knowing the amount of your next propane bill. Payments can be spread out over a nine or 12 month period. For more information, please visit our Budget Billing page.

How is my monthly Budget Billing payment calculated?

Monthly payments are based on the higher of either: 1) your actual propane charges for the past 12 months or 2) the average of the previous two years, whichever is more conservative. We are happy to discuss your propane use and available pricing options throughout the year. For more information, please visit our Budget Billing page or contact us to speak to a Customer Service Specialist.

Will I be notified of changes to my monthly Budget Billing payment?

You will be notified of the new monthly payment amount on your billing statement one month prior to the change. For more information, please visit our Budget Billing page.

Why did my payment change?

Semi-annual and annual recalculations can cause fluctuations in your payment due to weather conditions. Fluctuations in weather conditions or pricing may increase or decrease your new monthly payment. For more information, please visit our Budget Billing page.

I noticed that I have a credit balance on my account. Can I use this credit toward my Budget Billing payments?

Budget billing is designed to help you pay toward your actual annual charges over 9 or 12 months. Because your actual charges are spread across a 9 or 12 month period, there are times throughout the year (summer) when you may use less propane. As a result, credits may accrue during this time. However, the credit will be absorbed during the winter months when you begin using more propane. If a credit balance is available at your anniversary or six-month recalculation, then it will be rolled into your new monthly payment, which may be reduced. Credits cannot be used toward the monthly payment amount. For more information, please visit our Budget Billing page.

How does Ferrell Platinum Plus (my buying agreement contract) impact my monthly payment?

If a new qualifying Buying Agreement is activated, and the previous payment was based on market, the payment amount will be recalculated one day following activation.  The next statement will reflect the new payment amount. The Budget Bill month will also be modified to the current month. Here are a couple additional things to keep in mind:

  • If a fixed or capped Buying Agreement was used in the previous payment calculation, then the payment will not be recalculated again until the annual month is reached. Payment amount will be held constant for a full year.
  • If a Buying Agreement is not used in the previous calculation, then the Customer’s payment amount will be recalculated in 6 months.

If I am on Budget Billing, why do I have to pay you even when I don’t owe anything?

Budget Billing evenly spreads your propane costs throughout the year. With Budget Billing, you build up credits in low usage months, then apply that credit in higher usage months when you balance is higher. For more information, please visit our Budget Billing page.

Is there a “settle up” or settlement period?

As a Budget Billing customer, you are automatically reenrolled in the program every year. As a result, there is no settle-up period. Any debit or credit balances are rolled into the new monthly payment amount calculation. A credit amount may reduce your monthly payment amount for the coming year, while a debit may increase your monthly payment amount. For more information, please visit our Budget Billing page.

Can I be removed from Budget Billing?

If you don’t make timely monthly payments and any portion of the past due falls into 60 days, you will be removed from the Budget Billing program. As long as you make up the missed payments before being removed, you will be allowed to remain on Budget Billing. For more information, please visit our Budget Billing page.

Can I reenroll in Budget Billing?

If you are removed from Budget Billing for failure to pay, you may once again be eligible for reenrollment after an updated credit approval process. If you elected to cancel Budget Billing, you may reenroll six months after cancellation (you may be required to update your credit information). Please note that you will have a new anniversary date and monthly payment amount after reenrollment. For more information, please visit our Budget Billing page.

Rates and Fees

Can I sign up and lock in my rate for the winter?

In certain parts of the country, we offer what’s known as our Ferrell Platinum Plus price-protection program. To learn more about this program, click here, chat with us below, or give us a call.

What is a tank rental charge?

When you rent a tank, Ferrellgas assumes responsibility for equipment upkeep and maintenance of your propane system, including tank painting and the replacement of first-stage regulators. A nominal tank rental fee helps us ensure that your propane system remains in excellent working condition.

Why do you charge a hazmat fee?

Safety is a part of everything we do at Ferrellgas. We charge a hazmat fee to help us cover the costs of ensuring the safety of our customers and employees. These measures include policies, procedures, training, and equipment covering everything from our customers’ propane systems to our own facility and vehicle operations.

How does the fuel surcharge fee work?

Like you, we are affected by fluctuations in the cost of gasoline and diesel at the pumps. Since the majority of our fleet operates on diesel fuel, Ferrellgas uses a standard fuel surcharge fee. This fee is based on a rounded average of the U.S. on-highway average price for a gallon of diesel fuel. This method closely links fuel surcharges to current fuel prices and adjusts quickly to changes up or down in fuel prices. Fuel surcharge fees and the associated trigger point are subject to change without notice.

AVG DIESEL PRICE 
EQUAL TO OR 
MORE THAN

AVG DIESEL PRICE
BUT LESS THAN

MAXIMUM FUEL SURCHARGE
$0 $1.899 $0
$1.90 $3.699 $9.99
$3.70 $6.499 $10.99
$6.50 $7.499 $11.99
$7.50 $8.499 $12.99

How do I get a copy of the Customer Agreement?

When you become a customer, Ferrellgas provides a copy of our Customer Agreement along with important safety information.

Can you explain the fees you charge for your propane service?

As detailed in Ferrellgas’ Customer Agreement for Propane Sales and Equipment Rental, we reserve the right to charge up to and including the maximum fees showing in the current charges section of the agreement. These fees are not government-imposed and are set by Ferrellgas in its discretion. However, not all fees may be applicable to you depending on your service level and location. Hourly rates vary by geographic region. All fees can vary among our locations but will not exceed the maximum charge listed. Contact us by chatting with us below or giving us a call to speak with a Customer Service Specialist for the amount of these fees in your service area.

What factors influence the price of propane?

Propane prices vary by time of year and your location. A great starting point for understanding the current price of propane in your area is our online pricing tool. Read more about the factors that effect pricing here.

Coronavirus Response

How has Ferrellgas responded to the coronavirus?

The novel coronavirus (COVID-19) has impacted the lives of Americans across the country and abroad. At Ferrellgas, safety has always been our utmost priority, so we understand the valid concerns that our customers may have about the coronavirus. That is why we are committed to ensuring the safety of our customers and employees through proactive and preventative measures. We continue to deliver our product in a safe manner like we do every day, which includes taking meaningful steps following public health authorities’ guidelines, including the following:

Because the nature of our business requires delivery of propane to homes and businesses, we have mandated that all Ferrellgas drivers sanitize their company vehicles prior to the start of each shift. This includes, but is not limited to, a full wipe-down of steering wheels, seats, dashboards, and door handles. Please note that we often drop off Proof of Delivery slips on customer doorknobs. Our Drivers have been asked to carry hand sanitizer and clean off their hands prior to leaving a door hanger.

All Ferrellgas and Blue Rhino employees are asked to wash their hands regularly, and in compliance with the best practices set forth by the CDC and WHO.

Employees who report or exhibit any flu-like symptoms, or symptoms associated with the coronavirus, are being asked not to come into work.

Customer service personnel at local Ferrellgas offices have been practicing proper precaution by cleaning their workspaces, company laptops, and shared office space, such as waiting areas designed for walk-in customers.

How can I get in contact with Ferrellgas about my account needs?

There are many ways to contact Ferrellgas about your account, including telephone at 800-874-7699, email, and via online chat at Ferellgas.com. Another great option is MyFerellgas, our online tool that allows you to request and review deliveries, pay your bill, view past statements and account information, and much more at the press of a button. (To sign up, visit MyFerrellgas.com.)

If you prefer to visit one of our offices, please note that Ferrellgas has temporarily restricted walk-in service at some locations out of an abundance of caution for both our employees and customers. To determine if your local office is affected, please visit our Locations page, enter your ZIP code, and click on the location of your nearest office. If your local office is temporarily closed, there will be information at the top of the page. We will be updating our website as these important decisions are made, and we recommend that you call any of our offices to ensure we are open to walk-in customers before you elect to visit us.

Will my propane delivery be delayed as a result of the coronavirus outbreak?

We are not currently experiencing delays with our propane deliveries due to the pandemic. Certain federal regulations have also been eased to increase the number of hours propane delivery personnel can spend serving customers. Our Keep Full customers will continue to receive a delivery when our records indicate they are in need of a fill. When they contact one of our local offices to request a delivery, Will Call customers will receive a timeframe during which they can expect their propane delivery.

Can I pay my driver directly for my propane at the time it’s delivered?

To help minimize some of the common ways the coronavirus is known to be spread, we are making all reasonable efforts to eliminate the need for drivers to interact directly with customers. We offer customers a variety of convenient payment options, but realize that alternative solutions do sometimes need to be used. Please contact your local Ferrellgas office directly if you need to discuss additional payment method options.

Is my local Ferrellgas office open to the public?

Out of an abundance of caution and in what we believe is in the best interests of our employees and customers, we have temporarily suspended walk-in traffic at some Ferrellgas locations. Please visit the Locations page on our website to get the latest updates about your local office.