Complaints

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

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Pinnacle Propane, LLC has 38 locations, listed below.

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  Pinnacle Propane, LLC

  600 E. Las Colinas Blvd STE 2000 Irving, TX 75039-5616

  
• 

  Pinnacle Propane, LLC

  9323 S Central Expy Dallas, TX 75241-7326

  
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  Pinnacle Propane

  2100 N 12th St Quincy, IL 62301

  
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  Pinnacle Propane

  8300 Highway 63 Houston, MO 65483

  
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  Pinnacle Propane, LLC

  6400 Edith Blvd NE Albuquerque, NM 87107

  

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:10/02/2023

  Type:Order 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.

  In July of this year I purchased a contract from Pinnacle as I have done every year back to Heetco days. The total came to about $2,000. This included a summer fill. Pinnacle put 100 gallons in my tank for the summer fill on 7/5/23. Without my authorization they put in another 321 gallons on 7/17 as part of their autofill program. I didn't expect an autofill since they just put in 100 gallons on 7/5. I am not allowed to use my contract gallons until 9/1 so now they are trying to charge me $617 in addition to the $2,086 I already paid. I have called them 5 times to straighten this out. They just need to deduct the ********************************************************** resolve this issue.

  

  Business Response

  Date: 10/11/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. We have adjusted the customer's account and debited the 321 gallons of propane from the prebuy contract. The outstanding balance on the account is for the yearly tank lease. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

• Initial Complaint

  Date:09/25/2023

  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.

  Pinnacle Propane is billing ** for a delivery of propane which we never received. The ***** ******** ******, states a delivery at *************** on 11/17/22 with a balance due of $302.72. Our physical address is ***************************************. Our first delivery from Pinnacle was in January of 2023. I have repeatedly brought this billing error to the attention of the local office personnel in *******, **********. They have repeatedly assured me that our bill would be corrected with no adverse effect to **. We recently received a letter from a collections agency regarding our balance with Pinnacle. As of 9/25/23, our online account access still shows the original balance due of. $302.72 with an additional $10 collection fee added, bringing the total to $312.72. Pinnacle Propane needs to immediately remove these false charges to our account including any and all collection fees, as well as withdraw our account from any and all collections agencies, and clear our name with credit reporting bureaus. Thank you.

  

  Business Response

  Date: 10/12/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. We have adjusted the 11/17/22 delivery off. The customer's account is at a zero balance. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

  Customer Answer

  Date: 10/16/2023

  I have reviewed the business response and accept this resolution. Thank you!

• Initial Complaint

  Date:07/12/2023

  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.

  On 5/2/23 I called to make a payment on the account I have under a business. I was informed my credit card was decline so I presented a 2nd card and was informed the payment was successful. I then noticed the statement on the card that I was told declined, was charged $573.66. I called on 5/17 and spoke to ******* and send her my proof of statements on my cards being charged twice. I was informed a refund would be submitted. I followed up via phone and email 3 times after that and spoke to ****** on 6/29 who told me the refund was not submitted but she completed it and send me an email after with the form. On 7/12 I still have not received a refund. I spoke to ****** and she said she was going back and forth via email and she isnt sure why the refund has not been received. I have been charged $60+ in interest fees waiting for this to be resolved for 2 months now. Where is my refund and when will it be received? I would also like reimbursement on my interest charges accrued while waiting for this refund.

  

  Business Response

  Date: 07/13/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. Pinnacle has issued a refund to the customer's credit card in the amount of $573.66. We cannot refund the card for more than the original charge. The delivery the customer made payment on occurred July 2022 and was seriously past due. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

  Customer Answer

  Date: 07/13/2023

  I have reviewed the business response and accept this resolution. Can you provide the date the transaction was processed on the attachment of the refund? 

• Initial Complaint

  Date:06/30/2023

  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.

  ? Friday, ?June ?30, ?2023 ************************* **************************************************************** ************ ************************ To Whom It May ************ year I inquired about having service with Pinnacle Propane LLC. and asked a tank to be replacing one of ******* Propane. There was a bit of troubles, as Pinnacle stated I wanted to stay with ******* Propane. This was not the case and thought we had fixed the minor issues and was to have a tank placed. It was my understanding that the driver/installer first date to swap tanks was January 16th. So several days before this I spoke with someone, who indicated they would send an e-mail and set a time to set a tank. Well, wires got crossed and the person came in on January 16th and left some nasty ruts in the yard, as it was just after a snow melt from the day before. Okay, fine it's not horrible, but they also move the other tank near the road and never put any fuel in the newly placed tank. I returned a call and the person told me by law someone had to be to check the stove for pressure or ? Having sent an e-mail to the company and another follow up call, and was told they would call. Someone did just that, but I returned their call and again sometime later, which has now been over two months. Still not a word or has anyone that I'm aware checked the tank/stove or anything else. I wouldn't think a company can make any money, if there is not propane being used, as I've not been here much, but clearly have tried to reach out to get this matter addressed.Please make arrangements to place the 150 gallons in the tank and paint it, and check whatever is needed to do so. Also, please move the tank next to my other "YELLOW TANK", as it's been here since January. No one was here at the time and we can deal with the ruts inn the yard, but PLEASE e-mail a time and some dates that will work to have some here to provide whatever needs to be done to inspect the tank, stove, heater etc. With a person here could have fixed this 6 + months ago and would hope this letter can address any issues and resolve them ASAP. I would want to call to make arrangements to fill, not be one call whenever someone comes by.Being an elder disabled person It would appear I've been abandoned. As one would expect a proper bill and receipt, once this issues is resolved.I've read a lot of reviews and my area appears to have only 1 star service. Had I make a mistake changing over?My contact information for e-mail is above and request to be contacted via E-mail, as most of my return phone calls are not returned.Thank you,*************************

  

  Business Response

  Date: 07/17/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. Based on the notes on the customer's account the customer requested the tank to be set on 1/16/23 and that is when we set the tank. Based on the work order the customer was not home. The leak check failed on that date and no one was home to allow access to the appliances for the service tech to perform a leak check, so it was locked off for safety (copy of WO attached). The customer has been emailed with some days that we are available to meet with him to complete the services that he is requesting. I have attached a copy of that email as well for reference. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

  Customer Answer

  Date: 07/17/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/29/2023

  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 receive credit from *********** from Ozarks Action. It isautomatically sent directly to Pinnacle propane. The last time I requested a delivery of propane, I asked the secretary how much credit was available to me on my account. She advised me that I had $1040.00 credit. I was then delivered the propane, which was under $1040.00 because I have a 500 gallon tank and there was 37% of propane already in the tank. I told her to deliver the amount coming to me. Since then I have been billed $172.43. Part of this is for pro contract and I dont pay rent on my tank . the other part is for rent on the tank. I have my original pane and

  Customer Answer

  Date: 06/30/2023

  my original contract  shows that I dont pay a rental fee for the tank.  This compan with Titan Propane and it

  

  Business Response

  Date: 07/17/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. Pinnacle removed the lease fee from the account and ensured the customer will not be charged a lease fee in the future. Due to the error on Pinnacle's part advising the customer she had more funds on account than what she had, Pinnacle wrote off the $77.69 in excess propane that was delivered. Customer's account is at a ZERO balance. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

  Customer Answer

  Date: 07/19/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/26/2023

  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.

  In December 2022, Pinnacle overcharged me by $1300. They have continuously acknowledged the issue but REFUSE to reimburse me. They keep bills for me to pay each month for the propane I use, but they refuse to pay me the money the owe me. Additionally, the propane tank that THEY OWN on my property is leaking. They acknowledge the leak but tell us they cannot do anything about it until we use all the propane up. While my family and neighbors are in danger from a leaking prop a tank, they say empty it first but using it all. Seriously? Can they not extract propane? This company is terrible.

  

  Business Response

  Date: 06/29/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. The customer has been contacted. The customer's account was credited for the mischarged delivery on 4/27/23 in the amount of $1293.55. Two technicians went to the customers house on 6/6/23 and checked for leaks. The technicians wrote in detail what needs to be done as well as explained all this to the customer in person. The customer signed the work order and did not mention any concerns at that time. The technicians explained it is a very small leak that is not a hazard to anyone as the tank is 50ft from the house and underground. Extracting the propane in the tank is more dangerous than letting the tank go empty to make the repairs. Once the tank is empty, Pinnacle will make the repairs needed. Please see attached work order from 6/6/23. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

• Initial Complaint

  Date:06/22/2023

  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.

  ON July 22, 2022 I pre purchased 350 gallons for $878, on 10/10/2022 i received the first fill from the pre buy. I received a Bill shortly after and every month since then and i have called Pinnacle every month since receiving the first bill in November that my statement was wrong. They have not corrected it. I just received this months bill and they have finally made a modification instead of correcting the bill they falsified a delivery to account on 5/01/2023 that never happened. in doing so the remaining gallons that was for the original delivery(october 2022) was erased and the amount due stayed keep the balance of ******. A deliver on 5/01/ 2023 never took place. the delivery driver came by on 5/10/2023 to do a tank check and delivery but no propane was needed or delivered. Every time i have called i have asked to speak with a manager or whoever will be able to resolve the issue and they have told me no and that i would receive a call back once the issue is resolved. I have never received a call back from a pinnacle propane representative. I would like the false balance showing on my account removed.

  

  Business Response

  Date: 06/27/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. The customer has been contacted, the account adjustment issues have been addressed and corrected. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

• Initial Complaint

  Date:06/12/2023

  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.

  No gas due to continuous leak from their tank. Their tank is underground and too low and rain water keep settling around it. So they use that as an excuse not to give propane. The tank is their tank. They need to change the tank out and sit it up higher. We cant bath or cook because we have no hot water or gas. 4 people including kids live here.

  

  Business Response

  Date: 06/12/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. Customer has been contacted, tank issues have been addressed and tank was filled. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

• Initial Complaint

  Date:05/30/2023

  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 29 March 2023, I contacted the Pinnacle ****** office due to billing concerns. I spoke to a male representative at 1:18 p.m. (phone log time). The representative assisted me in understanding how to calculated the propane bill. He provided Pinnacles conversion formula of 1 cubic foot propane = ***** gallons of propane. He then proceeded to use the meter reading dated 3/21/23 to demonstrate. ***** ***** = **** * ***** = ***** qty used As a result, he identified a miscalculation on my upcoming bill. The current quantity calculated is ******, which is over by **** and resulting in an overcharge of $29.90. Unfortunately, this discrepancy and oversight has led to self-initiate an audit of all my previous transactions. The results have identified an overpayment of $465.12 from 2/5/2021 to 3/21/2023.

  

  Business Response

  Date: 06/02/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. Customer has been contacted by a member of our management team via telephone and email. Explanation of the operating system inside their home and billing conversion has been forwarded to the customer as well. ********************** has also applied a credit to the customer's account as a token of our appreciation for being a customer. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

  Customer Answer

  Date: 06/07/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/25/2023

  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.

  I have propane service thru the pinnacle propane. I have a house in ******** ** which is not occupied since we have done the closing in 2021. All this time my gas bill was minimal service charge but this Feb they billed me for 180g in the amount of $596.56 with out been used. Like I said the house is completely empty not even a refrigerator in there. Upon telling the pinnacle staff they are telling me someone was there in Feb and used 180gal of gas. Had my lawnmower person check to see if there is any leaks which he denies and states this company has been charging other neighbors in the same subdivision some crazy amount of gas usage. So basically they are ripping off customers like me.

  

  Business Response

  Date: 05/30/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. There was an error made when entering the meter reading for 5/18/23, it has since been corrected. Customer can log onto their ********************** account to see the updated balance due on account. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.