ASK CBS6: Families report delayed Ferrellgas propane deliveries during deep freeze

MONTGOMERY COUNTY, (NY) — With the cold temperatures and numerous snowstorms hitting the Capital Region, you’ve likely turned on the heat.

For many families in the area, this winter has been extremely hard because they are telling us they have also been dealing with delivery issues from Ferrellgas.

Raquel Torrales bought her home in Montgomery County nearly three years ago. She uses propane from Ferrellgas to heat her home.

“We were out of gas completely, there was 0% of gas in the tank,” Torrales told CBS6’s Emma Quinn.

Her family has had issues with the company from the start.

“They waited until the last minute. Our tanks will go down to like 5%. Mind you, I don’t have my heat higher than 60,” she added.

However, this winter was different. The tank was filled at the end of December 2025.

On January 31, Raquel called because her tank was at 5%. Her auto refill never came.

“Our last fill was on December 24. That’s more than a month for them to have been able to come out and fill the gas way before the storm because the storm was a week before that,” Torrales added.

Call after call, Raquel got her propane delivered on February 3rd.

That was the week of frigid, sub-zero temperatures.

Torrales was bringing her kids to a family member’s house to stay warm and using space heaters at her house.

“I have little kids. They don’t understand. This isn’t the kind of stuff that you can explain to them. I mean we rarely can explain it to ourselves,” she said.

But Torrales isn’t the only one — CBS6 received complaints from viewers all over Montgomery and Fulton Counties about late deliveries or no deliveries at all from Ferrellgas; many customers on the company’s auto-fill plan.

CBS6’s Emma Quinn reached out to Ferrellgas to get some answers about these delivery issues, and they sent us a lengthy statement.

Here is Ferrellgas’ full statement:

“Sustained cold has increased propane usage across the Capital Region, resulting in a higher volume of customer delivery requests over a short period of time. In addition, Winter Storm Fern and the recent northeast blizzard have made travel difficult – even dangerous at times – for propane companies throughout the area. We hold the safety of our drivers and customers in the highest regard, especially when winter weather is a concern. When it has been safe to do so, our drivers have been working tirelessly—seven days a week—to deliver propane safely and efficiently to homes and businesses during this prolonged cold snap. In addition, to reach as many customers as possible, we are continuously deploying additional drivers and vehicles to support the region. Those extra resources will remain in place for as long as they are needed.

In addition, the Federal Motor Carrier Safety Administration’s (FMSCA’s) Emergency Declaration is still in place for the state of New York and 20 other states. It was issued due to prolonged cold weather impacting the Eastern U.S., and it waives certain Hours of Service requirements for commercial drivers. This gives companies flexibility in how long drivers can be on duty during severe weather events. Since this Emergency Declaration is in place, we can deliver propane to our customers for extended hours each day, helping us serve as many people as possible.

As the cold weather continues, we urge customers to closely monitor their tank levels, as propane use increases significantly during extended periods of cold. Calling early to schedule a delivery before tanks fall below 30 percent, or at least seven days before propane is needed, helps us better serve everyone. Customers should also ensure their driveways and the paths to their propane tanks are clear of snow and ice. This will allow our employees to make deliveries safely and efficiently.

Every member of our team, who are also employee-owners, is committed to supporting our customers and communities. We understand what’s at stake, and we remain focused on helping families stay safe and warm.”

Torrales tells me she hopes by speaking out this will mean changes not just for her family, but others. “I get it, but you can’t just sit at home and type on your phone, someone’s got to do it.”

Assemblywoman Mary Beth Walsh posted earlier this month her office has also received many complaints. She says customers can file a complaint with the New York State office of the Attorney General Consumer Protection Bureau.

To file a claim click here.