Customer ReviewsforPinnacle Propane, LLC

"Frustrating" is one word that comes to mind and that's putting it mildly. I need a buried propane tank relocated on my property due to upcoming construction. Pinnacle sent me a bid that I agreed to and the field rep said someone would call in a day or so to put me on their schedule. A week passed with zero calls. I begin calling them, which started a progression of excuses and avoidance on their part. First was ' I'll have so & so call you back. Then it was "the backhoe is broken down", next it was "I don't see the paperwork, let me contact the field rep and I'll call you back." Next it was "the person handling the request is gone and won't be back until Monday and I'll leave a note and have her call you. No call back from anyone at Pinnacle, ever! I tried again this morning, the rep stated the lift crane was down as well and they're working to borrow equipment located in *****, **. Asked to speak to a manager and was told "he's in a meeting, I can have him call you when he is finished." Replied, "I'll call you back in 30 minutes." Big mistake. I called back and was told they would have to call me back as the person I spoke to was unavailable. I don't understand how a business that provides critical services is soo nonchalant and unconcerned... IF Pinnacle Propane wants to repair its image with their customers, then vast improvements are needed.

Thank you so much for taking the time to share your experience with us. I am happy to see that we were able to get your request resolved on 5/30. I want to assure you that I have forwarded your feedback to our Operations Team and I sincerely apologize for the lack of timely communication. We strive for clear communication daily however we will always do our best to continuously improve in this area given your feedback. I look forward to continuing to have you as a customer with us and to having the opportunity to improve your experience moving forward.

I do not have anything good to say about pinnacle propane other than the driver is a nice guy. Called in an order over 2 weeks ago and still havent gotten any propane. We have now been without propane to heat the house and water for 2 days now. When you call in you get someone in another state. Have talked to 3-4 different people and still no propane. They also are aware we have little kids living here. Only thing saving us is the temperature has warmed up during the day. And just recently we fought with them about a cash payment we had made. Fortunately the driver noted the transaction on his paperwork. They knew we were going to pay cash beforehand. For months we were hounded by a collection co. They eventually fessed up that they had an employee embezzling money during that time period. Worst part is we see their trucks drive by our property about every day. Will definitely be changing propane companies. DO NOT USE THIS COMPANY!!!!

Dear ******************,I want to start by apologizing for the negative experience you've had with Pinnacle Propane. It's clear that we've failed to meet your expectations, and for that, I am truly sorry.Regarding the delay in your propane delivery, I understand the frustration this has caused, especially with little kids in the home. We take full responsibility for this oversight and are working to ensure it doesn't happen again.I also want to address the issue with the cash payment and the subsequent hounding by a collection company. This should never have happened, and I apologize for the inconvenience and stress it caused you. We are investigating this matter internally to prevent similar issues in the future.Your feedback is invaluable to us, and we appreciate your honesty. We will use this feedback to improve our services and prevent such issues from occurring again. If there's anything else we can do to address your concerns, please don't hesitate to reach out to us directly, as we'd love to earn your business.Thank you for bringing these issues to our attention, and we wish you all the best with your new propane company.

Pinnacle propane is a rip off they put you on a contract stating how many gallons you will receive that year. Once youve used your gallons they will go ahead and put more in it so that youre reliable to pay them a fee outside of your contract. Anyways, I paid the fee paid what I owed and its still been over a week and I have children at home no way to heat no way to cook, I just dont understand how theyre getting away with us

Subject: Response to BBB Review #****** Dear ****************,I'm sorry to hear about your negative experience with Pinnacle Propane. It's clear that we've failed to meet your expectations, and for that, I apologize.I understand your frustration with the contract terms and the additional fees. This is not the experience we want our customers to have. I assure you that we are looking into this issue to prevent it from happening again in the future.Regarding the delay in resolving your heating and cooking needs, I apologize for any inconvenience this has caused, especially with children at home. We take this matter seriously and are working to expedite the process to ensure you have the necessary propane as soon as possible.Your feedback is important to us, and we appreciate you bringing these issues to our attention. We are committed to improving our services and ensuring that our customers are satisfied. If there's anything else we can do to assist you, please don't hesitate to contact us.Thank you for your understanding, and we hope to resolve this matter to your satisfaction promptly.

Very poor customer service!I am a long time customer who always pays on time.I called for a delivery on 1/11/2024 for a fill up.My tank was at a little under 30%.I have called once a week since then.It is now 1/29 and over 3 weeks laterno delivery.My tank is almost empty.

Subject: Response to BBB Review #****** Dear **************,I'm sorry to hear about your experience with our customer service. As a long-time customer who always pays on time, you deserve better, and I apologize for any inconvenience this has caused.I understand your frustration with the delay in your propane delivery. This is not the level of service we aim to provide, and I assure you that we are working to resolve this issue promptly.I want to assure you that we take your feedback seriously and are actively working to improve our processes to prevent such delays in the future.Your satisfaction is important to us, and we appreciate your patience as we work to address this matter. If there's anything else we can do to assist you, please don't hesitate to contact us.Thank you for your understanding, and we hope to regain your trust as a valued customer.

I have been trying to get my billing resolved since I received and Invoice dated October 31 for delivery same date but later told delivery was in May 2023 but no ticket left and never knew they came out in May until I get invoice 10-31-2023 which was not correct because I get a certain rate because of where I live. I have spoken with many employees that say don't pay the bill is incorrect but keep getting invoice for same amount. Please help me get this resolved. Have been a customer since 2014

Dear Mr. and *****************,We sincerely apologize for the billing issues you've experienced and any inconvenience it has caused. As valued customers since 2014, your satisfaction is important to us, and we are committed to resolving this matter promptly.We understand your frustration with the discrepancies in the billing and the conflicting information received from our employees. This is not the level of service we strive to provide, and we are taking immediate steps to address this issue and ensure accurate billing moving forward.Please know that we are here to assist you in resolving this matter. Your feedback is invaluable, and we appreciate your patience as we work to rectify the situation.If there's anything else we can do to assist you, please do not hesitate to contact us. We are dedicated to regaining your trust and providing you with the exceptional service you deserve.Thank you for bringing this to our attention.

*******, ***** OFFICE I received my December bill with 2 charges from the same day but different amounts. there is no way my bill is for $400+ dollars or that it was filled twice. i only use propane for heat and I personally check it. I have called several times and spoke to customer service reps not in my local area and explained to them what was going on and they would leave a message for the ******* office to call me and I have not heard from anyone. The propane guy came in December to top it off and I was able to speak with him. he said he had only put propane in it once and it couldn't have been $400+. He told me they have a monitor on my tank, but his reader has been broken and doesn't look to be fixed anytime soon. I told them one of the times I called that I was not going to pay the bill until I spoke to someone and still no call back. YOU CAN SAVE YOUR RESPONSE TO CONTACT YOU directly at ************** or the local service center at **************. BECAUSE IT OBVIOUSLY DOEST GET ANYTHING SOLVED!!!!!

Dear ****************,We apologize for the billing discrepancy you've experienced and any inconvenience it has caused. Your satisfaction is important to us, and we are committed to resolving this matter promptly.We understand your concern regarding the charges on your December bill and the discrepancy in the amounts. We are actively investigating this issue to determine the cause of the error and ensure that it is corrected.Regarding the communication issues with our *************** we are addressing this internally to improve our customer service and ensure that you receive the assistance you need. We apologize for any inconvenience this has caused.We appreciate your patience and understanding as we work to resolve this matter. If there's anything else we can do to assist you, please contact us directly at the numbers provided. Your satisfaction is our top priority, and we are dedicated to providing you with the exceptional service you deserve.Thank you for bringing this to our attention.

Terrible service, I'm on budget pay and if I go over the limit I must pay extra. I call to keep my tank full and no one shows up until I'm at 20%, which will cause me to use up my limit. I've called the headquarters and can't get a response there either. Being on a fixed budget, we can't afford to switch

Dear ************,We apologize for the service issues you've experienced and any inconvenience they have caused. Your satisfaction is important to us, and we are committed to resolving this matter promptly.We understand your frustration with the timing of propane deliveries and the impact on your budget pay plan. We are actively working to improve our scheduling process to ensure that deliveries are made in a timely manner and that your tank remains adequately filled.Regarding your difficulty in reaching our headquarters, we apologize for any inconvenience this has caused. We are addressing this internally to improve our customer service and ensure that you receive the assistance you need.We appreciate your loyalty as a customer and understand the importance of staying within your budget. We are committed to providing you with the service you deserve and are working to ensure that your future experiences with us are positive.Thank you for bringing this to our attention. If there's anything else we can do to assist you, please contact us directly at the numbers provided.

On December 15th I sent a message inquiring about filling rv bottles and the current price per gallon with the goal of establishing a business connection for the winter,staying here in my RV. Today I just accepted that if they haven't responded within a couple of weeks they don't intend to. I feel bad for the local customers that depend on them for contracted services.

Dear ******************,We apologize for the delay in responding to your inquiry and any frustration it has caused. Your interest in establishing a business connection for your RV needs is important to us, and we are committed to addressing this matter promptly.We are actively looking into the delay in our response and will ensure that you receive the information you requested regarding filling RV bottles and the current price per gallon. We value your business and want to ensure that we meet your needs as a customer.We appreciate your understanding and patience as we work to resolve this issue. If there's anything else we can do to assist you, please contact us directly at the numbers provided. Your satisfaction is our priority, and we are dedicated to providing you with the exceptional service you deserve.Thank you for bringing this to our attention.

Pinnacle Propane has the WORST customer service of any company I have ever dealt with. When you depend on propane to heat your home and cook meals and Pinnacle can't make delivery in 3 weeks, that is a problem. Do yourself a favor and NEVER depend on Pinnacle Propane.

Dear ************,We apologize for the inconvenience you've experienced and any frustration it has caused. Your satisfaction is important to us, and we are committed to addressing this matter promptly.We understand the importance of timely propane deliveries, especially during the winter months when heating and cooking are crucial. We are actively working to improve our scheduling process to ensure that deliveries are made in a timely manner.We appreciate your feedback and take your concerns seriously. We are dedicated to providing you with the service you deserve and are working to ensure that your future experiences with us are positive.Thank you for bringing this to our attention. If there's anything else we can do to assist you, please contact us directly at the numbers provided.

They wrote us a contract, took $840, and never delivered the propane after two months of repeatedly calling, and their agents say someone will call and that never happens. This is just plain sleazy. I'd vote no stars except that's not an option. Our next step will be to take them to court to recover the money they stole.

Dear **************,We are deeply sorry for the inconvenience and frustration you've experienced with your propane delivery. Your situation is important to us, and we are committed to resolving this matter promptly.We understand the impact of not receiving your propane delivery despite paying for it and the frustration of not receiving promised callbacks. This is not the level of service we aim to provide, and we are actively investigating the situation to ensure that this does not happen again.We appreciate your patience and understanding as we work to resolve this issue. If there's anything else we can do to assist you, please contact us directly at the numbers provided. Your satisfaction is our top priority, and we are dedicated to providing you with the exceptional service you deserve.Thank you for bringing this to our attention.