Complaints

• Initial Complaint

  02/17/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 01/09/2025 I ordered propane and had it delivered. We had 100 gallons delivered which would have lasted us until next winter. But upon delivery, unbeknown to me or my husband the delivery driver left the pressure relief valve open. So last week in 02/04/2025 we realized that we were already almost completely out of propane. I then called and spoke to the customer service person in the office, who then tried to place the blame on us but agreed to have more delivered to us at a discount by Thursday which would have been 02/13/2025. But it is now 02/17/2025 and I still have not received gas. So I called them again today and they said that the order was not even put in until Wednesday of last week and even though this issue was caused by their mistake we would not receive our delivery until Wednesday 02/19/2025.

  

  Business response

  02/19/2025

  Hi *******,
  I sincerely apologize for the frustration and inconvenience you've experienced with your propane delivery. Leaving the pressure relief valve open is a serious issue, and I understand how upsetting it must be to run out of propane far earlier than expected. We want to research this matter further to ensure we address the issue properly. We'll look into this and resolve it as quickly as possible.
  Thank you for bringing this to our attention. We appreciate your patience and will be in touch soon.

   

  Thanks,

  
  ****** *.

  Customer response

  02/19/2025

  I have reviewed the business response and accept this resolution.  

• Initial Complaint

  02/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They filled my tank, they charged me the high price, because they DID not notify me, of the price increase, nor send me the renewal contract. I have called the company 3 times, to resolve the matter, I asked them to cancel my services, have a supervisor call me. Instead 3 months later they fill the tank again! The initial issue is not being resolved. A supervisor will not return our phone calls and are overcharging me when I asked them to STOP service until a supervisor calls me.

  

  Business response

  02/14/2025

  Dear Carolina,

  
  I sincerely apologize for the frustration this situation has caused. We appreciate your long-term business and want to resolve this matter as quickly as possible. I am in receipt of your BBB complaint and currently in the process of researching the details to determine how we can reach an amicable resolution.
  Thank you for your patience as we work through this, and I will follow up with you as soon as I have more information. Please dont hesitate to reach out if you have any additional details youd like to share.

  
  Best regards,
  ***** *****
  Customer ************************start="753" data-end="756">Pinnacle Propane

  Customer response

  02/17/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered propane from the company on December 23rd 2024 and had told the company I only had 30% of the tank full. It was was never delivered so I went to the company to check on it on January 17th *************************************************************************************************************** know. They took my debit card information and put it on file and told me that they would deliver it on Monday January 20th and I told them that I only had 19% now. As of today Wednesday 22nd I still don't have propane and the temperatures have been in the negatives.

  

  Business response

  01/27/2025

  Dear Mr. ********************* sincerely apologize for the delay in delivering your propane and the inconvenience it caused during a critical time. Your concerns are valid, and we deeply regret the hardship you experienced as a result of the delay.

  
  After reviewing your account, we acknowledge that the order placed on 12/23/24 was cancelled due to a payment issue, and unfortunately, you were not notified of this cancellation. When you visited our service center on 1/17/25 to update your payment method, we assured you that delivery would occur on 1/20/25. However, due to route scheduling issues, delivery was further delayed until 1/24/25. We recognize this is unacceptable, particularly given the severe temperatures during this period.
  We are pleased to confirm that your propane delivery was successfully completed on 1/24/25, and we have taken steps to ensure such delays are minimized in the future.

  As a gesture of goodwill and to acknowledge the inconvenience caused, we have issued a $75.00 credit to your account. This credit will be applied toward your next delivery or service with us.
  
  Mr. *******, we value you as a customer and are committed to providing reliable and responsive service. If you have any further concerns or need assistance, please dont hesitate to reach out to us directly.
  Thank you for bringing this matter to our attention, and we appreciate the opportunity to resolve it.

  
  Sincerely,

  
  ***** *****
  Sales Manager
  Pinnacle Propane

  Customer response

  01/27/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/18/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a prior customer of **********************. I terminated service with Pinnacle Propane in August of 2023. Over the last 3 months I have been receiving bills and calls from Pinnacle Propane stating that I owe tank rent for 2024. I have explained to customer service on 5 occasions that I no longer live at the serviced address nor do I purchase propane from them anymore. At the time I terminated service in 2023 my bills were paid in full. **************** has informed me on multiple occasions that they are working to resolve this issue, however after receiving a bill for three consecutive months I worry that my credit could be affected. Due to changes made by corporate I can no longer call my local pinnacle store, in addition to this the staff at the local store keeps the doors locked and the lights off during operating hours. They refuse to resolve the issue and I have run out of options.

  

  Business response

  01/21/2025

  Response to Customer Complaint

  
  Dear ****** ******,

  
  Thank you for bringing this matter to my attention. I sincerely apologize for the frustration and inconvenience youve experienced. Your concerns are important to us, and I deeply regret the difficulty youve faced in resolving this issue.
  We take your feedback seriously and will review your account and internal processes thoroughly to understand what went wrong. Our goal is to address this situation quickly and fairly, ensuring we reach an amicable resolution.
  I will personally ensure that your concerns are escalated and reviewed with the appropriate team. We appreciate your patience and understanding as we work to resolve this matter.
  If you have any further information or details you would like to share, please dont hesitate to contact us. We value your business and want to make this right.

  
  Sincerely,
  ***** *****
  Customer Success Manager
  **********************

  Customer response

  01/21/2025

  I am rejecting this response because: I have been assured by customer service **** at ********************** for 3 months that my issue has been escalated, but yet there has been no action taken to resolve the issue. At this point Pinnacle Propanes words are empty. I will only be satisfied once I can see that action has been taken. 

  

  Business response

  01/27/2025

  Thank you for speaking with me today. I will contact again shortly to finalize things. 

  Customer response

  01/27/2025

  I have reviewed the business response and accept this resolution. 

  

  Business response

  01/27/2025

  Pursuant to our last conversation,

  I am writing to confirm that your account with ********************** reflects a zero balance as of today. This
  letter serves as confirmation that you no longer have an account with ********************** and no fiduciary
  responsibilities remain. Your account has been closed, and this release confirms that you are fully
  discharged from any obligations with us. Please accept my sincerest apologies for the billing error and
  any inconvenience it may have caused.    

  I have attached 3 documents to support what we discussed.  I'm sincerely sorry for the time and effort that this ordeal has caused. 

  Warm regards,

  
  ***** *****

  Customer Success Manager
  **********************

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We lease a tank annually that this company is responsible for maintaining paid every September. I called on 12/17 for a fill. We had a pool heater replaced on 12/19 and our technician said the regulator needed to be replaced. I called the company on 12/19 to report this, still not knowing when they would show for a fill and they said the soonest a technician could come would be 1/7. On 12/20, the company came to fill the tank, but their technician said the whole tank needed to be replaced so he did not fill it, because he didnt know if they would credit us for the gas in the tank if the was replaced. I asked at that time if this service could be added to the service scheduled on 1/7. They said yes and the technician said we would need to move our camper and some other items out of our driveway as they would have to bring a truck in. Fast forward to 1/7, we cleared the area, no calls from the company. I called to ensure they were still coming, person on phone says she guessed it would be afternoon if we had not heard from driver. I hear someone pull in my driveway about 1pm. I do not see him get out of his truck or come in my back yard - just leave. So I call the company and operator says she was told he was just sent to evaluate what work needed to be done. Waitwhat??? Youve already had someone here whos looked at it! And we just did a ton of work moving items for no reason!!! No communication, no explanations, no time frames for them to honor their portion of the contract and replace the tank, no credits, no nothing!!! Please help resolve this issue. I also talked to the DM who said something was on a note about a riser but couldnt explain it. When asked for a timeframe for completion of work, he couldnt provide one. He was in the field. Can we get out of this contract with a company who doesnt want to uphold their end of it?

  

  Business response

  01/14/2025

  Dear Ms. ****************** you for taking the time to share your concerns through the Better Business Bureau. I appreciate the opportunity to address the matter personally.
  After reviewing your account and our conversation, I want to clarify that I was actively working to ensure your delivery was expedited based on our discussion. However, Im pleased to confirm that there was no need for further action, as your delivery was completed as planned by 12:30 PM on the scheduled day. The miscommunication occurred because we did not provide specific details about the delivery timeframe prior to dispatch, which understandably led to some frustration. I sincerely apologize for the lack of clarity and want to assure you that we are addressing this internally to improve communication with our customers moving forward.

  
  If you have any additional questions or concerns, please dont hesitate to contact me directly. Your satisfaction is important to us, and we are committed to providing a seamless experience in the future.

  
  Sincerely,
  ***** *****

• Initial Complaint

  12/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  on January 8, 2015 I ******** Ann ********** entered into a contract with Titan Propane **** It stated that they will deliver and setup a 500 gal. propane tank on my property in Bucyrus Mo. serial ******* and to fill it with propane. I would pay the fees for setup of the tank and for the propane put in it. He stated that he would wave the monthly rental fee for the lease of the tank. I have not had to pay a rental fee for this tank yet. Pinnacle propane bought Titan Propane and this is the second time that I have complained to you that Pinnacle is trying to charge me a rental fee on the tank. You will have a record of this in your recent record. BBB was able to take care of this problemthe last time that I had to complain and I have to complain again/ Will you please help me again? Thank You. ******** Ann **********

  

  Business response

  12/27/2024

  
  Dear ********,

  We are writing to confirm that the matter raised by ******** ********** has been resolved.
  As of December 1, 2024, the tank lease issue has been addressed. The lease amount of $91.69 was removed, and the tank is now listed as customer-owned. This adjustment ensures that Ms. ********** will not be charged any future lease fees for this tank.
  We value Ms. ********** as a customer and are committed to ensuring her continued satisfaction with our services. Should any additional follow-up be necessary, please let us know.
  Thank you for bringing this matter to our attention, and please dont hesitate to reach out with any further questions or concerns.

  
  Best regards,
  ***** *****
  Sales Manager
  Pinnacle Propane

  Customer response

  12/28/2024

  I Thank You.  This sounds like a good resolution to me.  as long as you remove the amount from my bill, I will be very happy to continue my business with Pinnacle Propane, Thank You, ******** Monteleonehave reviewed the business response and accept this resolution. 

• Initial Complaint

  12/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ****** charged a tank fee for an owned tank for over 35 years and over charged for an order and taken out of a fee that should not be on my acount

  

  Business response

  12/13/2024

  Dear ****** ******,

  
  Thank you for bringing this matter to our attention. We sincerely apologize for any confusion or frustration youve experienced regarding the billing on your account. We take all customer concerns seriously and are committed to addressing and resolving them promptly.

  
  I will review the details of your account, including the tank fee and charges for your recent order, to ensure everything is accurate and handled appropriately. In the meantime, please feel free to provide any additional details or documentation that might help with the investigation.

  
  I appreciate your patience as we work to resolve this for you and will follow up with an update as soon as possible.

  
  Sincerely,
  ***** *****
  Pinnacle Propane

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I have been trying to get Pinnacle to pick up the previous homeowners Pinnacle propane tank for several months. We have contacted the local Pinnacle office in *****, ********, as well as the office located in ******, ***** for assistance. No one has returned our calls. At this point, we are providing notice that if Pinnacle does not retrieve the propane tank from our property located at ****************************************************************** within the next fifteen (15) calendar days, the tank will be removed. At that point in time, I will also send the *************************************** a complaint regarding Pinnacles lack of concern and cooperation in this matter, to fully document the fact that we have been unsuccessful in reaching a resolution.

  

  Business response

  12/10/2024

  Dear Ms. *************************** you for bringing this matter to our attention. To address your concerns, it is essential to verify that the propane tank in question is indeed a Pinnacle Propane tank and to confirm ownership of the property to ensure we proceed appropriately. Tank removals are typically subject to certain terms, including associated fees for leased tanks, as outlined in our agreements.

  
  We appreciate your understanding and will work toward resolving this matter in a way that aligns with all necessary guidelines.

  
  Sincerely,
  ***** *****
  Customer Success Manager
  **********************

  Customer response

  12/10/2024

  I am rejecting this response because:   Mr. *********** obviously has NOT spoken with the local office in *****, ** as noted in my original complaint:  1. Pinnacle has articulated they do own the tank. It was leased by a previous owner of the home located at ****************************. Regardless of who leased the tank, it was not us and we are not under an obligation to lease the tank from Pinnacle. 3. If the ***** office was responsive this would be resolved by 

  now, Mr. ***** needs to do his research with his team, not us. We will move forward with removing the tank if Pinnacle fails to cooperate with removal from our property. 

  

  Business response

  12/10/2024

  Dear Ms. *************************** you for your urgent reply. I want to assure you that we take this matter seriously. To address your concerns appropriately, we need to verify a few details, including ownership of the property, to ensure we handle this situation correctly. This initial response is to acknowledge your complaint; we will review the matter thoroughly and contact you directly to discuss a resolution.

  
  We appreciate your patience as we work to resolve this issue and will be in touch shortly.
  Sincerely,
  ***** *****

  

  Business response

  12/10/2024

  Dear Ms. *************************** you for bringing this matter to our attention and for your patience as we worked toward a resolution. We are pleased to inform you that the issue regarding the propane tank at your property has been resolved.
  Our team coordinated to ensure the retrieval and removal of the tank were completed promptly. We appreciate your understanding throughout this process and sincerely apologize for any inconvenience caused by the delays.

  
  If you have any further questions or concerns, please dont hesitate to reach out.

  
  Sincerely,
  ***** *****
  Customer Success Manager
  **********************
  
  
  

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pinnacle took a deposit for bottle at the time of opening the service acct. They also informed customers there would be a credit back for unused gas. I have been waiting for this return of deposit ****** and gas credit for 2.5 months. I have called and spoke to main office twice. Emailed once. No response.

  

  Business response

  11/25/2024

  Dear Mr. *********************** you for bringing this matter to my attention. My name is ***** *****, and I am the Customer Success Manager at **********************. I want to personally apologize for the inconvenience youve experienced and assure you that your concerns are being taken seriously.
  I have received your complaint regarding the delay in returning your bottle deposit and gas credit. This is not the level of service we strive to provide, and I want to ensure this is resolved promptly for you. I will be initiating an internal review to identify what went wrong and to rectify this matter as soon as possible.

  
  If I need any additional information or clarification, I will reach out to you directly at the contact details youve provided. My goal is to resolve this matter efficiently and ensure that situations like this do not occur in the future.
  Thank you for your patience and understanding. I will keep you updated as I work to resolve this for you.

  
  Best regards,
  ***** *****
  Customer Success Manager
  **********************

• Initial Complaint

  11/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been coming to the Pinnacle gas station since before it was Pinnacle it was shell before that it was Texaco anyways I'm speaking about the one on Broadway right by the post office anyways like I said been coming here for about 12 years I live a block away everybody here knows my dog they give her treats every day between me and the rest of my family I don't even want to know how much money we spend here so here I am at 4:30 in the morning and I come to get a hot tea and donuts the tea wasn't stocked but I got chocolate instead anyways this new a****** working after I've paid for my food as such I do every night when I come in in fact I spend quite a bit of money here and I asked to use the restroom before I leave and he tells me that they are closed so I'm really unhappy because I'm not somebody who goes in and thrashes the bathroom and leaves a big mess I do have my own house my own bathroom but I just needed to use the restroom while I was here I don't need to explain myself and I've never been told that they were closed ever so the employees very rude and all around probably won't shop here anymore if he's working and like I said I need to take a **** and he just looked at me and said no they're closed and I know they don't close at night like I said I've been coming here 12 years so I think this employee needs some serious customer service skills cuz he doesn't have any

  

  Business response

  11/25/2024

  Clarification Regarding Complaint Filed Against Pinnacle Propane

  
  Dear Ms. ********* and BBB Representative,
  My name is ***** *****, and I am the Customer Success Manager at **********************. I want to address this complaint promptly and clarify that the business referenced in the complaint is not associated with Pinnacle Propane, LLC.
  The location mentioneda gas station on ******** near the post officeis operated by a company called Pinnacle 365. Pinnacle Propane does not manage, own, or have any affiliation with this business or its operations.
  While we regret the inconvenience described, this complaint does not pertain to our organization. We kindly request that it be redirected to the appropriate entity for resolution.
  If you are ever in the market for propane services, please dont hesitate to reach out to Pinnacle Propane. We would be happy to assist you.
  Thank you for your understanding, and we appreciate your attention to this clarification.

   

  
  Best regards,

  
  ***** *****
  Customer Success Manager
  **********************
  
  
  
  
  
  
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩