Complaints

• 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
  **********************
  
  
  
  
  
  
  

  
  

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On or about September 15, 2024, Pinnacle Propane debited my account in the amount of $97.43 for propane tank rental.I own my tank.I have never rented my tank from Pinnacle.I have tried repeatedly to get a refund. No luck. As of now today 10/29/24, I have not received any money from back from them.I am a 69 year old lady, living on a fixed income. The 97 dollars they took from me has caused me a financial hardship.I have had to do without a medication that I need as a result. Pinnacle propane lost all of their customer tank rental information in a computer crash. I was told this by an emoyee. So, pinnacle propane charged all of their customers tank rental fees in an effort to find out who rents and who doesn't. I Never received a notice in the mail. I never received an email. I never received a phone call from pinnacle propane to ask me if I rent or not. They just took my money. That's theft! Now, after countless phone calls and emails to pinnacle propane, I I still do not have my money back. I have reported Pinnacle propane to the **************************** in ******. I am waiting for a response.

  

  Business response

  10/30/2024

  ***** *****

  

  Business response

  10/30/2024

  Thank you for sharing these details, ****. I'm very sorry to hear about the impact this has had on you, and I understand the importance of resolving this promptly. Ill review the information you provided along with our records and ensure we address this matter fully. Rest assured, were committed to working with you to reach a fair resolution as soon as possible. Please expect a follow-up from me directly.

  
  Thank you,
  ***** *****
  Customer Success

  Customer response

  10/30/2024

  I am rejecting this response because:   there is no response other than the guys name 

  

  Business response

  10/31/2024

   

  Dear Ms. *********************** you for your patience as we reviewed your account, and Id like to provide a final update regarding the adjustments made. While a tank lease charge of $97.43 was mistakenly billed against a credit from your *** contract, I can confirm that no funds were taken from your card or bank account. The error has since been corrected with a reversal of the tank lease charge.

  
  Summary of Key Account Activity:
  9/11/24: Payment of $626.10 processed for the *** contract
  9/13/24: *** contract added to your account
  9/26/24: Tank lease charge of $97.43 billed (now credited back)
  10/1/24: Propane order placed
  10/9/24: Delivery completed
  10/22/24: Adjustment request submitted for tank lease reversal, completed on 10/27

  
  I apologize for any inconvenience this may have caused and hope these adjustments make everything right. Ive reached out twice and left detailed messages on your voicemail to ensure this resolution is fully explained. I am more than happy to review any further details with you or provide additional documentation.

  
  Please dont hesitate to reach out to me directly if you have any questions or need further assistance.

  
  Sincerely,

  
  ***** *****
  Customer Success
  **********************
  

  Customer response

  11/02/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My father in law brought a propane tank in the 70s he has passed and now My husband and I have the house and the tank started using this company to get propane a couple of years ago now they sent a bill for leasing a tank the tank is ours

  

  Business response

  10/22/2024

  Dear ****,

  
  Thank you for reaching out and sharing your concerns. Im truly sorry for any confusion, and Id be more than happy to look into this matter for you. Resolving this issue is a priority, and Id love the opportunity to have a conversation with you to clear things up as quickly as possible.
  If youre able, providing some photos of the propane tank and the surrounding area would be helpful for our records. However, Id also be glad to speak with you directly to work toward an amicable resolution.

  
  Please dont hesitate to contact me, and I look forward to resolving this for you.

  
  Best regards,

  
  ***** *****
  

  
  

  

  Business response

  10/23/2024

  Dear ****,

  
  I sincerely apologize for the frustration and inconvenience this situation has caused. After thoroughly reviewing your case, including the pictures you provided, we have confirmed that your tank is customer-owned.
  As a result, we are removing the $129.90 tank lease charge from your 9/26/24 invoice (Invoice Number E037417). I want to assure you that this issue has been fully resolved, and we appreciate your patience throughout this process.

  Your satisfaction is important to us, and we value the opportunity to continue serving you.
  Please dont hesitate to reach out if you have any other questions or concerns. We are here to help.

  
  Warm regards,
  ***** *****
  Pinnacle Propane Customer Success Team
  
  
  
  
  
  

  
  

  

  Business response

  10/29/2024

  I called **** and provided the resolution, prior to updating the BBB file. She accepted the resolution. 

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Propane delivered and paid on 5/2/24. They have called and harassed my mother, who is on hospice and dying, saying the bill is unpaid. She called and sent proof on her bank statement. No resolution. My brother called repeatedly. No resolution. I have called repeatedly with the response of 'we apologize and this will be taken care of immediately '. No resolution. Here we are over 5 months later and my mother receives a collection letter. She was in a panic because she needs propane and they won't deliver with an outstanding balance. I called once again with a promise that it would be taken care of; that was yesterday. No phone call back, no resolution. Complete incompetence. Most everything in her house is powered by propane. If her meals cannot be prepared by the nurse or this causes her anymore distress I will hold Pinnacle Propane responsible.

  

  Business response

  10/18/2024

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

  
  We are deeply sorry to hear about the distress this situation has caused your family, particularly your mother during such a difficult time. We take these concerns very seriously, and it is unacceptable that this issue has not been resolved despite your multiple calls.
  To ensure we can quickly and properly resolve this matter, we kindly ask that you provide us with all pertinent account information. This will allow us to thoroughly research the payment made on 5/2/24 and address the ongoing billing and collection issues.
  Please know that we are committed to finding a swift resolution, and our goal is to ensure your mother receives the propane she needs without further delay. We will work diligently to resolve this issue and correct any errors in billing and collections.
  Thank you for bringing this to our attention, and we will keep you updated throughout the process.

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

• Initial Complaint

  10/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I moved to my home in the fall 2023 and signed up for pinnacle propane soon after. I spoke with ****** at the Hiwasse, ********* and agreed that I would buy 400 gallons of propane for the year and it would be split over the span of 11 months. I was clear that I wanted 400 gallons and did not request to have my tank filled more than 400 gallons. I was told the previous 3 person home used 300 gallons over a year. My home has 2 people. To my surprise I got a call on May 8th telling me I owed pinnacle roughly an additional $750-$850 due to them filling the tank without notice due to computer error. There had been no communication that I would receive extra deliveries and I was clear that I wanted 400 gallons. I sent the e-mail chain but was still being told I owed propane that was not ordered and have no record of receiving. I asked if they could provide evidence that the propane was delivered and I got no response. I even asked are there any other fees i might be overlooking? and no additional information was provided. I even received a detailed breakdown of what my monthly payments would look like from ******. My Fianc is home the days I am at work and they never saw deliveries that Pinnacle stated happened. Also, they said I used over 400 gallons between September and March (the date they said the last delivery occurred). This math does not make sense given the fact that I am currently showing Im over 65% full. How do I use over 400 gallons in 7 months, but I used 60 gallons from March- October (also 7 months)? Also, the larger household last year only used 300 gallons? I dont believe I received the deliveries they said happened. Since I never received a response Im not sure they are certain that the deliveries happened either. Due to other complaints I am not the only one to face similar ************** I received a letter that the bill went to collections. I paid out my contract that I owe them- the 400 gallons. I want this charge removed.

  

  Business response

  10/18/2024

  Dear ****,

  
  Thank you for bringing your concerns to our attention, and I sincerely apologize for the frustration this situation has caused you. We understand how important it is to have clarity regarding your propane usage and billing, and I want to assure you that we are taking your complaint very seriously.
  We will thoroughly research the details of your account, including the propane deliveries and the charges you mentioned, to ensure we reach a fair and accurate resolution. Please know that we are committed to resolving this issue as quickly as possible and will keep you informed throughout the process.

  
  Thank you for your patience as we work to address your concerns. If you have any additional information or questions in the meantime, please don't hesitate to reach out to me directly.

  
  Best regards,
  ***** *****
  Pinnacle Propane

  ************  (M)

  

  Business response

  10/21/2024

  I have reached out to the customer, in hopes of reaching a resolution today.  

   

  Thank you for bringing this matter to our attention. We sincerely apologize for the confusion and inconvenience caused by the billing discrepancy regarding the 9/15/23 propane delivery.
  After thoroughly reviewing your account, we understand that the 400-gallon delivery from 9/15/23 was not properly applied to your budget contract, is under dispute. We appreciate your patience as weve worked to resolve this issue.

  
  As a gesture of goodwill and to maintain a positive relationship moving forward, we would like to offer a split cost solution for the disputed delivery. This means we are willing to cover half of the cost of the $692.90 associated with the 9/15/23 delivery, leaving a more manageable balance for you to settle.

  
  This offer is a reflection of our commitment to customer satisfaction, and we hope it helps in resolving this matter fairly for both parties. Additionally, the $10 collection fee will be waived as part of our effort to make things right. You would still be responsible for the tank lease fee of $65.70, but this offer would significantly reduce your overall balance.

  
  Please let us know if this solution works for you. We believe it strikes a balance that acknowledges the confusion while ensuring continued service and support. We look forward to your response and to resolving this matter promptly.
  Thank you again for your patience and understanding.

  
  Best regards,

  
  ***** *****
  Pinnacle Propane

  Customer response

  11/11/2024

  The business has made this right. Please close the ticket and feel free to remove from the site.

   

  thank you,

  -****

• Initial Complaint

  08/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Total past due charges for Alliant Gas of ***************************** Being charged $241.98 + Have all receipts/checks for all months when the Billing Process was changed and can submit this information if necessary. I am a senior citizen residing mat this address. Please explain what these charges are for Entire neighborhood has been dealing with problem. Please explain these late charges and why they occurred. Account # *****. Service ID. GRETIM

  

  Business response

  08/20/2024

  Dear ***********************,
  Thank you for reaching out and sharing your concerns. On behalf of Alliant Gas, I want to assure you that we are taking this matter seriously. I will personally work to resolve the issue with the charges and clarify any discrepancies in your billing. We appreciate your patience as we address this promptly.
  Best regards,
  *********************
  Pinnacle Propane
  
  

*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. ↩