ComplaintsforPinnacle Propane, LLC

• Initial Complaint

  11/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently moved and I have called multiple times over the past 3 months to have the tank picked up from the old location and refunded the pre-paid propane in the tank. The take was at 75% full when I called. My 5th time calling today and was told that I called and had the tank transferred to my son... (I DID NOT). Turns out it was the people who are now renting the home that called and did all of this without my permission. I cant get anyone to return my calls and take care of this situation. Please help.

  

  Business response

  02/07/2022

  Business Response /* (1000, 5, 2021/12/13) */ Customer Compliant: RE: Complaint # XXXXXXXX Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working around the clock to resolve these issues immediately. Customer was issued a refund, check #XXXXXXX dated 12/9/21. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.

• Initial Complaint

  11/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a consumer in Pinnacle Propane since Heetco was purchased in Kirksville Missouri. They have been terrible to work with, they let us run out of propane even though we made regular payments. Our bill has been messed up for over a year and they have yet been able to resolve their billing issues. My complaint: We have moved to a new home that does not utilize propane for fuel. Before we moved, I spoke with them several times trying to get things canceled. I am told since we are moving and had not utilized any of the gas for our new contract that we were eligible for a refund. We had paid around 400 dollars into our contract and not utilized it. We also had about 60% of our propane tank of propane as well. It took several weeks for them to finally come and pick up the tank. Now they say our refund is there, but they forgot to put the amount of gas I am supposed to refund in the check. We have been calling and contacting them for several months trying to get this worked out. Nichole, says that she can't find anyone to help her with the case. I just need my $800 back. I have other expenses and cannot fool around with this anymore. I just want my money back and I will move on.

  

  Business response

  01/28/2022

  Business Response /* (1000, 7, 2021/12/13) */ Customer Compliant: RE: Complaint # XXXXXXXX Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working around the clock to resolve these issues immediately. Customer was issued a refund, check #XXXXXXX dated 12/2/21. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. Consumer Response /* (3000, 9, 2021/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) While the refund was finally issued, months later. I am still receiving bills marked as past due. Which I have been told over and over again is an error and I do not owe this. Please fix my account to resolve this issue. Business Response /* (4000, 13, 2022/01/14) */ The customer's account is at a zero balance and have been inactivated. They will receive no further correspondence from Pinnacle Propane or ARMS.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I used to get my propane services from ****** as they were local and it was convenient to do business with them. However after Pinnacle propane bought out ******, I started having several issues with them. It started with the company not being able to fill my tank in a timely manner and when they did fill my tank they didn't send me a bill as ****** had. Instead they sent me directly to collections without notifying me as their new headquarters were based in Texas. They also closed almost all of their local propane filling stations near me and the closest one is not even in the same state and comes from Quincy Illinois. I switched companies and asked Pinnacle to remove their tank multiple times. However it is very difficult to get anyone to call you back and when you do get a hold of a representative they treat you poorly and tell you that it could be up to eight months before they will retrieve their tank. I explain the urgency of removing the tank as it is sitting in the middle of my driveway blocking access for vehicles. However it didn't seem to faze any of the representatives and they said they were busy and they didn't know when they would get the tank. I really need the tank removed as it is hazardous sitting in my driveway.

  

  Business response

  01/28/2022

  Business Response /* (1000, 7, 2021/12/03) */ Customer Compliant: RE: Complaint # (********) Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working around the clock to resolve these issues immediately. We have contacted the customer and picked up the tank. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. Consumer Response /* (2000, 9, 2021/12/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Tank was removed.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After 2 years of being serviced by Pinnacle propane company we switched companies. The reason we switched was because we could not get a response to our requests for propane until we called them 5 to 10 times. In January our gauge broke on our tank and they never did come out to fix it. We started calling them in *** to fix the gauge, they kept saying they would come out and never did. We switched companies on September 28, 2021. We called them to come get the tank. It is an empty 500 gal tank sitting in our driveway in front of our house. We have called 3 more times. Each time I call I get someone in a different office out of state. They say they will pass on the request. A week ago I called asking that someone from our office call me directly. No one has called. This Tank is their property and we don't want to be responsible for it on our property. We leased this tank and we will not pay for a lease we are not using. Given their history we are worried they will never come to pick it up.

  

  Business response

  03/15/2022

  Business Response /* (1000, 7, 2021/12/03) */ Customer Compliant: RE: Complaint # (XXXXXXXX) Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working around the clock to resolve these issues immediately. Pinnacle will be removing the tank from the property the week of 12/6/21-12/10/21. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. Consumer Response /* (2000, 9, 2021/12/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is all we wanted to have done. If the tank is not picked up then I will let you know. Thank you for resolving this issue. Sincerely, ******* Consumer Response /* (3000, 14, 2021/12/15) */ Pinnacle has not picked up their tank yet. They have not contacted us to let us know when they will be picking it up. Originally They said they would pick it up the week of 12/6/ to 12/10. Please find out if they intend to pick it up. Thank You! ******* Consumer Response /* (3000, 25, 2022/01/11) */ ***Document Attached*** Pinnacle called us from the main office today. ( not the Lawrence office.) They claim that someone came here, did not see the tank and left. If that is true why didn't they call us or come to the door? We are all retired and someone is always here so you would think we would have seen them. They will need a truck with a crane on it. We have a couple of tarps on the tank. I will take one of the tarps off so they can see it. I will attach a picture. It is 500 gallons so it is pretty big. The first picture shows what they said they could not see. I will attach another to show it with one of the the tarps off. Let me know if there is a response. Business Response /* (4000, 27, 2022/01/13) */ Pinnacle previously went out to the location to pick up the propane tank but was unable to locate it. We have reached out to the customer to inquire where the tank is located and will be removing the tank from the property by 01/21/22. Pinnacle apologizes for any inconvenience. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. Consumer Response /* (3000, 34, 2022/01/25) */ Just for the record. Pinnacle has not picked up the tank. Have not contacted us, have not come by. ******* Consumer Response /* (2000, 44, 2022/03/01) */ Pinnacle was just here and picked their tank. Thank you BBB foryourtimeandeffort. ******* 3-1-22

*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. ↩