Q4 Earnings

Ferrellgas Partners, L.P. to hold Fiscal 2018 Q4 Earnings Call at 9:00 a.m. CST on Thursday, September 27, 2018.

Go to Earnings Conference Call

FAQs

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

Getting started with Ferrellgas

What uses propane in my house?

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 inside and outside the house.

How can I use 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?

Whether you’re interested in making the switch to the nation’s leading propane provider or planning to use propane for the first time, signing up with Ferrellgas is easy! Just go to Become a Customer or contact your local Ferrellgas office, and we’ll take it from there.

How do I find my local Ferrellgas office?

Ferrellgas has hundreds of offices throughout the United States. Whether you’re in one of our nation’s largest metropolitan areas or one of the country’s smallest rural communities, Ferrellgas is there. Locate your local Ferrellgas office through Find a Location. Search by city, state, or ZIP code, or simply click on the map.

What services does Ferrellgas offer?

We have several easy, flexible service options for you to choose from. To find the plan that’s right for you, please visit our Delivery & Service Options page.

How do I pay my bill?

We offer free online bill payment through MyFerrellgas.com. You can also pay your propane bill by mail via check, by phone via credit or debit card, or by visiting your local Ferrellgas office.

Do you have payment plans?

Ferrellgas offers a number of flexible payment options to meet your budget. Learn more about these options here, or contact your local Ferrellgas office to discover what plan is best for you.

When is my payment due?

Your payment is due upon receipt of your statement. We encourage all customers to submit payment as soon as the statement is received due to a 5-7 day mailing window. You can also pay online at MyFerrellgas.com.

What is Ferrellgas’ relationship with Blue Rhino?

Blue Rhino, the industry leader in tank exchange, is a Ferrellgas company. 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?

You can request a delivery on MyFerrellgas.com or by contacting your local Ferrellgas office.

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 five business days prior to the date they anticipate needing propane, or when your tank reaches 30 percent. In addition to other helpful account information, customers who enroll in MyFerrellgas can also view their delivery information.

When should I schedule my Will Call delivery?

If you are a Will Call customer, you should schedule a delivery no less than five business days prior to the date you anticipate needing propane, or when your tank reaches 30 percent. This gives us plenty of time to schedule your next delivery.

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

You can call your local Ferrellgas office anytime and make the switch to our Keep Full program. For more details about this convenient service, please visit our Keep Full page. Ferrellgas also offers SmartFill, an automatic tank monitoring system that helps us accurately monitor the amount of propane in our customer’s tank. With SmartFill, propane deliveries are forecasted and scheduled automatically. An optional temperature monitoring feature also helps us detect any dramatic change in indoor temperature. For more information about SmartFill, click here.

I just took a fill, but my tank is not 100 percent full. Why not?

Because propane expands as the temperature warms, we only fill propane tanks to 80 percent capacity. This is standard practice in the propane industry.

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, 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?

Using the estimated tank percentage shown on your account, we can predict a specific number of gallons to be delivered. If your payment exceeds the delivery the credit will remain on your account or be refunded. If the amount is less than the collected payment, you will be billed the difference.

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 call your local Ferrellgas office, where our Customer Service Specialists will be happy to answer your questions.

What size tank should I get?

Tank size depends on several factors, including usage and location. To determine what size is right for you, please contact your local Ferrellgas office.

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 contact your local Ferrellgas office to schedule a delivery when your gauge reached 30 percent. *Make sure to be careful when opening the lid as insects sometimes nest there.

Do you offer remote tank monitoring?

SmartFill, Ferrellgas' automatic propane tank monitoring system accurately monitors the supply of propane you need to keep your household, business, or vacation home running efficiently. With SmartFill, your propane deliveries are forecasted and scheduled automatically, as needed. To learn more about this service, please visit our SmartFill page.

How do I maintain my tank?

Ferrellgas is proud to keep your tank and propane system in working order. 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 come 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 your local Ferrellgas office 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.

Do you offer emergency service, same day service, or next day service?

Ferrellgas does same-day, next 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. For more information, please see the Ferrellgas Customer Agreement For Propane Sales & Equipment Rental.

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 contact a qualified technician when you need 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?

Simply click on MyFerrellgas.com, our free online account management tool and follow the instructions there. For your convenience, please have your account number handy.

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.

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 give your local Ferrellgas office a call.

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 nine or 12 months. Because your actual charges are spread across a nine 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 FerrellSecure (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 FerrellSecure price-protection program.To learn more about this program, click here or call your local Ferrellgas office.

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, Ferrellgas is 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 your local office or call the customer service number for the amount of these fees in your service area.

Why isn’t your price per gallon listed on your website?

Much like the price consumers pay for gasoline at the pump, propane is a commodity whose price fluctuates daily. What’s more, factors such as time of year, weather, and distance from a wholesale supply point to the nearest Ferrellgas office can affect propane prices regionally, making it difficult for us to advertise a single price nationwide. Pricing can also sometimes differ by customer segment type and by annual usage amounts. All of these factors make it difficult to quote accurate pricing on our website.