ComplaintsforPinnacle Propane, LLC

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stopped my service with them during the pandemic. I returned their bottles and even paid their last bottle rental fee. Three times I have received either phone calls or mail telling me I still owe them money. They have looked at the account and have told me that they show the account closed.Please let them know that Im tired of calling them and straightening this error! Ive been told that the account was closed and its their computer error.

  

  Business response

  06/17/2024

  Hello Mr. *************** name is ************************* and I am the ********************** Manager for **********************. It is nice to e-meet you although I wish it was under better circumstances.

  I sincerely apologize for the calls and the balance due on your account. I can confirm that you should not have been charged and your balance should be zero and I have taken the extra steps to ensure we remove this charge from applying in the future. I have worked with my team and we have identified the issue that lead to this error and I can assure you we will resolve your account internally without additional effort on your end. 

  I certainly wish that we could have turned your experience with us around with us and I hope that in the future you are able to consider us for your propane needs.

   

  Thank you,

  *************************

  ********************** Manager

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a home in December 2023 with a propane tank on the property that was being serviced by Pinnacle propane. The gauge was apparently broken and it showed I had propane left in the tank. However, in late February I began smelling propane gas in my home and after having a plumber come check my home for a potential sewer gas odor, I was advised it was due to my furnace having run dry of propane. This occurred even though the Pinnacle propane tank had a monitor installed. Upon notifying Pinnacle Propane on 3/1/24 of the urgent need for propane, they advised it could be a few days before they could deliver more propane. Cold temperatures in the 30s were still occurring so this was unacceptable to me. I notified another propane company and had a new tank installed and propane available to me within 24 hours.I then notified Pinnacle the same day to cancel the request and come pick up their tank. With no action on their part, I notified them again on March 13th, April 4th and April 12th to come pick up their tank and it is now May 13th and the tank is still on my property. I want the tank removed NOW. Please help me make this happen. Or, is there a way I can charge them for their property being left on my property after multiple requests for its removal? I need help as the only response I receive is they will get to it as soon as they can.Thank you!

  Customer response

  06/14/2024

  The propane tank was picked up by Pinnacle on 6/13/24.  This complaint can be closed.  Thank you so much!

  

  Business response

  06/17/2024

  Hello ******************,

  My name is ************************* and I am the ********************** Manager for **********************. It is so nice to e-meet you although I wish it was under better circumstances.

  I sincerely apologize that you were not able to get a timely delivery and upon cancelling service, had to make multiple requests for us to come and retrieve the tank. While it seems very simple to pick up a tank, Kansas does have requirements for who is certified to execute a tank pick up for safety & regulation reasonings. Unfortunately we have been severely short staffed in those positions required and have had to flex these resources around the country to support which is what lead to the long lead time to pick up your tank and resolve your account. As we take our customers' and our employee's safety very seriously, it was important for us to secure the correctly certified employee to execute this for us, however I do completely understand that our communication of this to you could have been better and for that I sincerely apologize. I have worked with my ******************* and shared your complaint and we are continuing to work together to improve in this area.

  After looking into this situation, I am happy to see that we picked up the tank last Thursday 6/13 which resolves your account & complaint with us. While I certainly wish that this situation had not happened, I do want to sincerely thank you for reaching out and sharing your experience with us. I do hope that in the future you would find it in your heart to allow us another chance to service you and your propane needs.

  *************************

  ********************** Manager

  **********************

   

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In November 2023 I contacted Pinnacle Propane and spoke with *************************** who provided me the costs of setting up service with them. I was provided a quote in the amount of $110 for tank delivery, setup and leak check. I agreed to that. In our conversation I asked about any additional costs for equipment/parts and he said their should be none. However, when the delivery was made and after the worker used MY TOOLS to dig the trench, he presented me with a bill for $493.24 which is well over the $110 that was discussed and agreed to. Then when the fuel was delivered, I was over-charged the wrong price per gallon. They did correct the price of the fuel. And through not fault of my own I cancelled services and was told the removal fee was $125 and everything else would be refunded back to me. However, again I was charged more. I was charged $120 for a pump out fee when in fact the tank was NOT pumped out and removed still full of fuel. They cannot charge me for a service that they did not perform!! They determined my refund should be $579.92. I believe that they should honor their employees' word and what I agreed to, making my refund $1085. I paid a total of $1364 for a service that was only set up and removed within 2 months and no fuel at all used. $1364 minus $110 for set up, $120 for removal, and $49 for their taxes and fees, leaves $1085 that should be refunded back to me. It is not right nor professional for a company to provide a break down of costs to reel in new business, perform the service, and then add additional charges not discussed or agreed to. The kicker is...I STILL HAVE NOT EVEN RECEIVED THE REFUND THEY CLAIM THEY OWE ME. 3 months and still no refund!!!! When asked about my refund, I get lied to and no one will step up and do the right thing!!! Maybe I should charge them interest on my refund??

  

  Business response

  05/09/2024

  Dear ******************
  
  Thank you for being a customer with us since 11/2023, I am sorry to see that you are marked as an inactive customer with us and my hope is to provide a satisfactory resolution for you. Thank you as well for bringing your concerns to our attention via the Better Business Bureau. We take all feedback seriously and are committed to addressing and resolving any issues promptly.
  
  We understand the importance of your complaint and want to assure you that I am thoroughly investigating the matter to ensure a satisfactory resolution.  I do see quite a bit of activity on this issue in the month of April which is when this complaint was submitted. My ******** Care Supervisor by the name of ************************* has been in contact with you and I echo her sentiments that it is not a normal procedure to take this long to issue a refund. The good news is that I see a refund check was issued on 4/24and it should be received by you shortly.
  
  I am happy that we were able to issue the refund and I sincerely apologize that it has taken this long to secure your refund. Please accept my sincerest apologies and should you have any further questions or concerns in the meantime, please don't hesitate to reach out to me and ****** directly at ****************************************** Your feedback is invaluable in helping us improve our services.
  
  Thank you for your patience and grace.
  
  Sincerely,
  *************************
  ******** Care Manager
  **********************

  Customer response

  05/13/2024

  I am rejecting this response because:   THIS ISSUE IS NOT RESOLVED APPROPRIATELY OR EQUITABLY.  Pinnacle Propane has made no attempt to correct this issue.  They have done nothing to honor their quote for initiating business nor reimburse me for deducting a fee from my refund for a service that was not rendered.  The quote was $110 for tank set up, plus $9 for each foot of line over the first 15 feet.  The original amount should have been $253 for tank set up and 13 extra feet of line.  (They claimed more feet than what the actual measurement was). I definitely feel like I was a victim of "switch and bait" tactics.

  Therefore, Pinnacle Propane owes me an additional refund in the amount of $373, which includes $227 for the difference in the quoted amount + $120 for the non-rendered service they illegally charged me for.  

  I WILL NOT consider this issue resolved until I receive the refund of $373 that I am entitled to and owed!!

  

  Business response

  06/17/2024

  Hello ******************,

  Thank you so much for your patience with me while I work with all parties involved to rectify this situation for you. It undoubtedly took me much longer than I expected and I am grateful for your patience and ***** while I ensure I do everything I can for you in this situation.

  I sincerely apologize and understand that you do not feel the refund of $579.92 was not sufficient for this situation. I have worked with my team internally to correct where the ************* Representative made the mistake of incorrectly quoting the total price of the Installation cost. While ******************** was correct at quoting that the price of the tank would be $110, he was incorrect in providing assurances that there would be no additional cost as there is most definitely additional costs involved such as the labor costs of our Service Technicians, additional line, etc.  We strive to ensure that we are communicating clearly and effectively and in this case we have made a mistake. After carefully reviewing your account, what I would like to do is offer to price match the $110 tank installation fee as I can completely understand where the confusion lies and where the misinformation was shared.

  I also wanted to make sure to address you other concerns mentioned such as the tank pick up fee ($125) and the pump out fee ($120). While I completely understand your decision to discontinue service with us, these two fees are clearly stated in our General Terms & Conditions of Service and unfortunately cannot be refunded (*****************************************************). These fees are required to cover the costs associated with returning and refurbishing the tank for the next customer as well as a pump out fee is industry standard due to the safety & HAZMAT risks involved. I do want to assure you that we did indeed pump out all of the gas that was purchased which totals 400 gallons however for safety we do not always pump the gallons out on site. The decision to do this back at the office yard was made solely to protect you, your property, and your time as with the amount being pumped out it would have taken around 5-6 hours to complete safely. Please rest assured that these 400 gallons were refunded back to you per the initial check received minus taxes and fees which are non-refundable. I have attached the system proof of the amount and date of the pump out for your convenience.

  While I certainly wish your experience came out with a better result, I am thankful that you spent the time and energy by reaching out and sharing your experience. Your feedback is incredibly valuable and is something that should not have happened but I am thrilled to have the opportunity to close the gaps in our processes to ensure that other customers do not experience the same situation. I will personally be following up with our finance department to get the additional sent out to you as soon as possible. 

  If you have any additional questions, please feel free to reach out to me directly at *********************************** I will be alerting you as soon as the check leaves the office.

  Thank you again,

  *************************

  National ************* Manager

   

   

   

  Customer response

  06/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I do not have a business relationship with Pinnacle Propane. They continue to call me regarding account *******, which is not me. I have called before to tell them this is not my account but they continue to call me. They need to STOP NOW.

  

  Business response

  04/16/2024

  Hello *******,

  My name is ************************* and I am the ********************** Manager here at **********************. It's so nice to e-meet you although I wish it was under better circumstances.

  I received your complaint ******** submitted on 4/10/2024 and I want to sincerely apologize for the inconvenience you've experiences with our calls. I completely understand how irritating and alarming it is to have a company call repeatedly to collect overdue balances - especially when it is not you we are trying to reach - and I can only imagine the impression this must have given you as someone who has not done business with us previously. Please know that it is never our intention to provide customers with a poor experience and we try to do everything in our power to prevent this from happening. We know we are human and make mistakes and it is never about the mistakes made but how you recover that is important.

  I have removed your phone number from the account so no more calls will be placed to it. In addition, I have added you to our TCPA calling database to remove you from all lists, please be aware this may take up to 10 business days to take into effect.

  Thank you for taking the time to share your experience with me and please feel free to reach out with anything you may need in the future!

   

  *************************

  Pinnacle Propane

  National **************** Manager

  ****************************************

• Initial Complaint

  03/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When Pinnacle Propane purchased United Propane there were not many issues although price of propane is extremely expensive. Our problem is harassing phone calls from an employee named ****** who keeps asking for $400. Owed Pinnacle when we supposedly made a partial payment. We have told her repeatedly that we have all our invoices from 2023 and they all say paid in full no balances due. Each time she calls we tell her to send invoice for the amount and date and she says she will. For 8 months now she still has not sent invoice but keeps calling asking for money. There seems to be no way to stop her calls. Dont know where to go to get her to stop.

  

  Business response

  04/01/2024

  Subject: Your Recent Experience with Pinnacle Propane
  Dear Mr. ***** *******************,
  I hope this message finds you well on this lovely April Monday. My name is ************************* and I will be handling this incident for you through to resolution.
  I am writing to let you know we have received your complaint through the Better Business Bureau and please be assured that we are taking it very seriously. I sincerely apologize for the experience you recently had with Pinnacle Propane. Your satisfaction is of utmost importance to us, and we regret any inconvenience or frustration our service may have caused you.
  Our team is currently investigating the matter to understand the root cause and ensure that appropriate actions are taken to prevent such occurrences in the future.
  In order to provide you with a comprehensive resolution, I will be reaching out to you directly via email from our dedicated inbox at ***************************************** within the next 5-7 business days. I am currently working diligently with my ****************************** to address your concerns, provide all the necessary invoices, and work to find you a resolution as quickly as possible. In the mean time, I have had you removed from the calling lists so that you should be able to find the calls stopping as of today 4/1.
  Once again, I apologize for any inconvenience this may have caused you. I do want to thank you for taking the time out of your day to provide us with the feedback as it is invaluable to us as we strive to improve our services and customer experiences.
  Thank you for your patience and understanding.

  
  Warm regards,

  *************************

  National ************* Manager

  Customer response

  04/03/2024

  Read your response to ** and the information from Pinnacle.  First thank you for your quick response to our complaint.  That is much appreciated.

  We will wait to receive a solution from Pinnacle before we say that this has been handled successfully.   They have advised us through your email that they are working on this so feel like we should wait and see what they do.  

  ***************************

   

• Initial Complaint

  03/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Friday March 8th 2024 We had 50% on our tank and we are on a will call list for propane fill. We left town for the weekend of March 8th and came home Sunday March 10th. A driver came to my property and proceeded to fill the tank without a phone call to us prior. Also, we did not call for a fill on our tank before they came out. They overfill my tank so they had to empty the tank. Well they turned off our gas to our house during a cold front that resulted in 20 degrees Friday Night going into Saturday afternoon. We arrived home with no heat and the home was at 50 degrees Sunday afternoon. We have pets in the home and water pipes. We luckly had an electric heater on low but now our electric bill is going to be sky high. I want this company go be reviewed. How can they come onto a property that has prepaid propane, fill it without permission or a call then proceed to overfill and leave the property with no heat.

  

  Business response

  03/15/2024

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

  
  I apologize for the inconvenience and distress caused by the unexpected propane delivery and subsequent issues you experienced. This is not the level of service we aim to provide. Upon reviewing your complaint, it appears there was a miscommunication or error in our scheduling process that led to the untimely delivery.

  
  Regarding the propane delivery, our records indicate that you signed a Smart Buy agreement in November 2023, which removed you from will call status and enrolled you in a scheduled delivery plan. However, this does not excuse the lack of communication and overfilling of your tank. We are investigating internally to prevent similar incidents in the future.

  
  We understand the impact on your comfort and safety and would like to offer assistance. Please provide a copy of your electric bill, and we will review it for possible reimbursement or compensation for the additional costs incurred.
  I appreciate your patience and understanding as we work to address this issue. If you have any further questions or would like to discuss this matter further, please do not hesitate to contact us. 

  Sincerely,

  
  *********************

  

  Business response

  03/15/2024

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

  I apologize for the inconvenience and distress caused by the unexpected propane delivery and subsequent issues you experienced. This is not the level of service we aim to provide. Upon reviewing your complaint, it appears there was a miscommunication or error in our scheduling process that led to the untimely delivery.
  

  
  Regarding the propane delivery, our records indicate that you signed a Smart Buy agreement in November 2023, which removed you from will call status and enrolled you in a scheduled delivery plan. However, this does not excuse the lack of communication and overfilling of your tank. We are investigating internally to prevent similar incidents in the future.

  
  We understand the impact on your comfort and safety and would like to offer assistance. Please provide a copy of your electric bill, and we will review it for possible reimbursement or compensation for the additional costs incurred.
  I appreciate your patience and understanding as we work to address this issue. If you have any further questions or would like to discuss this matter further, please do not hesitate to contact us.

  
  Sincerely,

  
  *********************

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Pinnacle Propane on 2/6/24 to set up a new account for a home I purchased that had an existing rental tank. On 2/14/24 I was charged $704.48 for 250 gallons of propane that was never delivered. Upon calling them, they said an investigation needs to happen prior to my refund into where the propane was delivered, which isnt my problem. My tank is empty and I dont want the propane as I am now switching to a company who has cheaper prices. They still refuse to refund my money until the investigation is over and have not offered for someone to come look at my empty propane tank and issue my refund. It doesnt matter where the propane went for me, what matters is I didnt receive it and stop holding my money. Also refused to send me the contract and is stating their propane tank will have to remain on my private property for months due to a waitlist.

  

  Business response

  03/11/2024

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

  Thank you for bringing this matter to our attention. We regret to hear about the issue you experienced and understand the frustration it may have caused. We are actively investigating the matter with our service center to provide a quick resolution. We understand your frustration regarding the charge for 250 gallons of propane that youve advised was never delivered.We assure you that we are taking this matter seriously and will work to resolve it promptly.

  
  While we can't change the outcome, we value the opportunity to learn from this experience and improve our services.
  Please rest assured that we are committed to resolving this issue and will keep you updated on our progress. Thank you for your patience and understanding.
  
  Sincerely,
  
  *********************

  

  Business response

  03/15/2024

  Subject: Resolution of Complaint #********
  

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

  
  I hope this message finds you well. I wanted to address your concerns regarding complaint #******** regarding the account at B101 ************. I sincerely apologize for the delay in our initial propane delivery and the subsequent delay in processing the refund and tank pick-up.

  
  I'm pleased to inform you that the refund for your account has been processed, and the account is now closed. The refund was processed on 2/19, and the funds likely appeared back on your card within 2-3 days of that date. Additionally, the tank associated with this account was picked up on 2/20.

  
  Your feedback is invaluable to us, and we are continuously working to improve our services. If you have any further questions or concerns, please do not hesitate to reach out.

  
  Sincerely,

  
  *********************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ******************* <********************>10:29AM (2 hours ago)to *********************************** I have forwarded the email confirming the order was placed on January 3rd 2024.Please note my tank is at 0% now.I called about the order Jan 16. They said it had not been sent to the ******* ** office, they promised to correct that.I went by the ******* office on Jan 22. The lady could not find the order in routing.I went by the ******* office on Jan 31. The order still was not showing in routing. She sent an email to someone.My tank is empty. This is our only source of heat! We live *************************************************************************************** tonight.If the delivery is not made today, it could be several days before the location can be accessed.This has the potential to be a life threatening situation!

  

  Business response

  03/11/2024

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

  Thank you for bringing this matter to our attention. We understand the urgency of your situation and apologize for any inconvenience this has caused.
  We are currently researching the details of your order and the delays in delivery. We will provide you with an update as soon as possible.
  Please know that we are committed to resolving this issue promptly.

  
  Sincerely,

  *********************
  

  Customer response

  03/11/2024

  I have reviewed the business response and accept this resolution. 

  That said, I feel that Pinnacle Propane has serious problems with their centralized delivery routing. I am not the only customer in my area that has had a problem getting timely deliveries.

   

   

• Initial Complaint

  12/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business had a billing system change causing me to be billed three months all at the same time during last winter where we used gas to heat our home. Once I received all the bill I called and paid them in total. I received a notification from *********************** in writing that there was an error with my January ****. She gave me my total and I paid over the phone. Almost a year later today I called to pay my monthly bill over the phone and was now told I owe ****** . Per the email I received and the calculations I completed this error ****** mentioned is the difference Pinnacle is trying to charge me including I'm assuming late fees.

  

  Business response

  03/11/2024

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

  
  Thank you for reaching out to us regarding your billing concerns. We understand the frustration this situation has caused and want to assure you that we are taking this matter seriously. We are currently in the process of researching this issue to better understand what happened. We will provide you with an update as soon as possible.
  We appreciate your patience and understanding.

  
  Sincerely,

  *********************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  PINNACLE PROPANE SERVICE has kept telling me every call I made to them AFTER getting my payment for propane I never received that they dont have me routed & each time they tell me they have me in. PINNACLE DRIVER came today FINALLY at 3 35 pm Oct 3Oth. I caught him outside to tell him to move the tank where I showed him before where i wanted it BC its in the WAY where he has it. He yelled, said NOT TODAY AFTER he told me he would move it when he come pick up the neighbors tank WHICH he NEVER moved it at that time YET did get the neighbors tank picked up...This man **** is very IRRESPONSIBLE. I found out WHY he didnt show weeks to give propane when I expected him after my payment, all was due to him being at the BALLOON FEST. The Neighbor told me THEN the 3rd call to Pinnacle, they told me. They said Hes the only DRIVER in my area... This man LEFT my place without moving tank in different position out of the way and did not give me my propane liquid!!!

  

  Business response

  11/01/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. A propane delivery was made 10/30/23. The driver advised the customer that they would have to move the disabled car in order for the driver to access the tank to move it. Once the vehicle is moved Pinnacle will then move the propane tank the the desired location. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

  Customer response

  11/01/2023

  I am rejecting this response because:   

  *********************** vs Pinnacle Propane LLC.

  Driver ********************* FINALLY arrived at my site at Oct 30 3:32, Left 3:35, Stormed off not filling my tank or reposition tank b4 filling it.

  I approached him to remind him to reposition tank for its in the way as I told him times before plus I let office personel know and they said they note it to give him. Last time he was here weeks ago at my neighbors he told me he has to come back pick up a tank & will repoistion it then but he never did! yet did pick up a tank from neighbors. My male neighbor witnessed his behavior toward me. The man does not stand still nor look at me while I try talking to him. He ignores me!!!! He does not treat the men here like this at all. This behavior is discriminating against women. I wanted to be heard, listened to but he ignores, neglects. Hes irresponsible. I will not pay more what *** already paid agreed on 75 % from 17 I had before he arrived. At his arrival I was down to 15. He over fills making the cost more. I paid in September, was expected to be served by oct 1st. Last year the man said he takes cash when I told him I had cash to pay, thats when he camecto site to look at things. However, when he came back to serve me I changed my mind to pay by card. He said he cant take card, I had to call it in. So I did. I found out Drivers are NOT suppose to take cash nor card. Now I know hes a dishonest person as well as nasty to me as a customer.

  I had not used the heat at all until 2 days b4 he shown up, so it was on 17 since last feb. I didnt use the heat bc I was told not to let it go down past 20 that I need to call for refill when it gets on 20 or it will have a bad smell. My car had sat where it is when he first placed the tank where he did so my car is no excuse to not reposition the tank as discussed before.

  Thank You, ******

*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. ↩