Business Profile

Propane

Pinnacle Propane, LLC

Headquarters

Complaints

This profile includes complaints for Pinnacle Propane, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

73 total complaints in the last 3 years.
19 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:05/21/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I cancelled service with Pinnacle propane in October. They picked up the tank in December. There was still around half a tank of propane when they picked it up that I was supposed to be getting reimbursed for ($488). I called on 12/10, 3/31, 4/2, 5/5 and today all with promises of refund (at first with a credit card reimbursement that never came and then the last 3 times a check in the mail that never came.
Business Response
Date: 05/28/2025
Thank you for bringing this to our attention.
Were actively reviewing Ms. ********** account and the history of her refund request to understand what caused the delay. We sincerely regret the frustration this situation has caused, and we are committed to resolving it swiftly and professionally.
We will provide a full written response to the BBB as requested, outlining our findings and the resolution steps taken.

Sincerely,
***** *.
*******************************start="478" data-end="481"> Pinnacle Propane
Business Response
Date: 05/28/2025
Complaint ID: ********
Customer: ******* *********
Date Received: 5/21/2025
Response Submitted: 5/28/2025
CC: Better Business Bureau,

Dear ******* *********

Thank you for the opportunity to address the complaint regarding a refund of approximately $488 for propane remaining in a tank returned to Pinnacle Propane in December 2024.
We deeply regret the delay in issuing this refund. Our records confirm that Ms. ********* canceled service in October 2024, and the tank was retrieved in December. Initially, a refund to her credit card was attempted, but as more than six months had passed since the original charge, we were unable to process it back to the card due to standard banking limitations.

To address this, a paper check was issued and mailed on May 15, 2025, to the customers address on file. On May 28, 2025, we placed a follow-up call to confirm receipt of the check and left a voicemail for Ms. ********* requesting confirmation.

We sincerely apologize for the extended delay and inconvenience this has caused and are committed to ensuring this matter is resolved to the customer's satisfaction. We will continue our efforts to confirm delivery and remain available should any further assistance be needed.

Sincerely,
***** *.
*******************************start="1453" data-end="1456"> Pinnacle Propane
Customer Answer
Date: 05/28/2025
I have FINALLY received the full refund in the form of a check in the mail. Thank you for your help.
Initial Complaint
Date:02/18/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They called my husband and said they have gas for $1.99 for a year. They came out and filled it up. We were charged $2.76 and I called them about this. We called them and they never called us back. They gave us a completely different bill. I would like for them to honor the $1.99 for a year.
Business Response
Date: 02/19/2025
Dear Ms. ********************** you for reaching out and bringing this matter to our attention. We sincerely apologize for any confusion regarding the pricing of your propane service. We understand how frustrating it must be to receive a different rate than what was originally discussed, and we regret any inconvenience this has caused you.
We are currently reviewing the details of your account and the pricing agreement to understand what occurred. Our team will reach out to you as soon as possible to discuss this matter and work toward a resolution.
Customer satisfaction is very important to us, and we appreciate the opportunity to address your concerns. Please know that we are committed to resolving this issue fairly and promptly.

If you have any further questions or details, you'd like to provide in the meantime, feel free to reach out.

Sincerely,
***** *.
Customer ************************start="975" data-end="978">Pinnacle Propane
Business Response
Date: 02/27/2025
Thank you for letting us rectify this. The final billing adjustment has been made, and I've uploaded it in this reply.
Initial Complaint
Date:02/17/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 02/19/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:02/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had our tank filled on Jan 8 2025 and the bleeder valve was left open and leaked out all the gas. I was told it was my fault and they would not reimburse or replace the lost gas. Not expecting my tank be empty or low til summer. **************** was the worse I've ever seen. Shame on you for not acknowledging your mistake.
Business Response
Date: 02/14/2025
Dear ******* ******,

I sincerely apologize for the frustration youve experienced with your propane delivery and the issue with the bleeder valve. I completely understand how upsetting this must be, especially given your expectations for how long your tank should have lasted.
Please know that your concerns are important to us, and Id like to help make this right. Id appreciate the opportunity to look into this further and work toward a resolution that meets your needs. Let me know how best we can assist you.

Sincerely,
***** *****
Customer Success Manager
Business Response
Date: 02/19/2025
We sincerely regret the service failure, and the customer experience *** and Mrs. ****** encountered. After reviewing the situation, it is clear that an error during delivery led to this complaint, and the subsequent handling of his concerns did not meet our standards. While we attempted to provide a resolution, including a propane credit and follow-up on delivery, we failed to deliver in time. *** ****** ultimately decided to switch to another provider.
We respect his decision and appreciate his feedback on how we can improve communication and accountability in the future. Our internal teams have reviewed this case to prevent similar occurrences, including a review of our notification process for service disruptions and enhancing customer service training to ensure accountability and proper resolution.

We acknowledge *** ******* decision to discontinue service and are in the process of finalizing his account. ********************** appreciates the opportunity to address this matter and remains committed to improving our service and customer experience.

Sincerely,
***** *****
Customer Success Manager
Initial Complaint
Date:02/07/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 02/17/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:01/22/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 01/27/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:01/18/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 01/27/2025
Thank you for speaking with me today. I will contact again shortly to finalize things.
Customer Answer
Date: 01/27/2025
I have reviewed the business response and accept this resolution.
Business Response
Date: 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
Date:01/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date:12/23/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date:12/12/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
****** 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
Date: 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

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