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.

close

Find a Location

Pinnacle Propane, LLC has 38 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Pinnacle Propane, LLC

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

  
• 

  Pinnacle Propane

  801 E Main St Warsaw, MO 65355

  
• 

  Pinnacle Propane, LLC

  800 Howard Cavasos Blvd N. Moriarty, NM 87035

  
• 

  Pinnacle Propane, LLC

  1099 Frontage Rd Raton, NM 87740

  
• 

  Pinnacle Propane LLC

  1420 S Us Highway 281 Marble Falls, TX 78654

  

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:05/12/2023

  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.

  Pinnacle Propane picked up my tank in December that still had propane in it. I was told to expect a refund for the remaining propane after their restocking fee.In March I realized I still had not received anything so after checking my account and seeing roughly 190$ credit I called on the 7th regarding the fact I would like that refunded (which is, historically, been a mailed check). I was told by the operator she was submitting it and to expect it in a few weeks. March 15th comes and I was told by the guy that he saw nothing in the account so it was most likely processing. March 20th I call again, two different times and was spoken rudely to by the operator and given a number in which to call the billing department - which was a fake number. I was also told accounts are general processed end of month and I should receive the refund by the beginning of april. April 7th (30 days after initial contact) I call and speak to ****** - she states there was no actual refund processed and that she would do so immediately. She did not get off the phone until she said it was completely finished. That due to the amount it only needed supervisors approval and made a note in my account. Also that other than my call from the 15th no other notations were made. Called again April 20th - the gentleman said the account showed refund being processed and recommended I call back after the 1st. I also was given an email address which I emailed May 2nd requesting my refund and/or contact from a supervisor. May 9th I sent a follow up email for the one May 2nd and sent the same email to a second email I was able to locate for Pinnacle. May 11th I called and spoke to ****** who stated she was sending an email to request contact for me from a supervisor as I had received no response to my emails or contact from a supervisor. I also informed Pinnacle via email at their web-pay@ and their cares@ emails that I would be filing complaints with ************************** if I did not hear from someone by EOD 5/11

  

  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. The customer's refund check #******* was mailed to the customer on 5/17/23. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

  Customer Answer

  Date: 05/30/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/09/2023

  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.

  On 29 July, 2022 I entered into a prepurchase contract with Pinnacle for 500 gallons of propane to be delivered on request. I paid $1400 for this contract. On August 4th I received my first order of ***** gallons and this was subtracted from my contract. I requested the contract be closed out on Feb 9th 2023 with a delivery for 239 gallons. The delivery was made, but instead of taking the amount out of what I prepaid, they charged my credit card for that order. I noticed the charge on my credit card in March and contacted Pinnacle to have them correct the billing. It took over six weeks to have the contract credited (on April 20th 2023), but I have still not had the charge credited back to my ***** I have called multiple times. On April 26th I was told the request for refund was made and may take up to 5 business days to complete. After a week (May 2nd) they said they mischaracterized the charge back so it was denied. When I called yesterday (5/8/23), they said that they were in the process of refunding but couldn't supply any sort of verification and I still don't see anything to indicate a refund. I should not have to hound Pinnacle for two months to get this billing error corrected, and I have still not been made whole.

  Customer Answer

  Date: 05/09/2023

  These files were added to the original complaint but are not showing up in the file.

  

  Business Response

  Date: 05/11/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. The customer's refund was processed 5/10/23. ********************** has also reached out to the customer and advised them the refund has been completed. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

• Initial Complaint

  Date:04/17/2023

  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.

  For 2 months straight now (March 2023 and April 2023) I have been overcharged on my gas bill by this company. They continue to turn in incorrect meter readings for customers thus overcharging them on their bill. This company needs to be held accountable for overcharging customers.

  

  Business Response

  Date: 04/17/2023

  I believe this complaint may belong to Alliant Gas LLC instead of Pinnacle Propane LLC. I have searched our (Pinnacle's) databases by Name, Address and Phone Number and was unable to located an account for this person or location.

  Customer Answer

  Date: 04/17/2023

  I am rejecting this response because:   Alliant Gas is a subsidiary of Pinnacle Propane.  Pinnacle needs to contact Alliant to solve this problem. 

  

  Business Response

  Date: 04/26/2023

  Yes, the customer was overcharged because of an error made during the meter reading process. The customers meter read has been adjusted and the following bill will reflect the correct meter read. The customer's account has been credited for the mistake. 

  Customer Answer

  Date: 04/26/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/13/2023

  Type:Delivery 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 moved to Catron County, ********** eight years ago. At that time there were several propane companies to do business with (Ag Country, Apache, and ******** Through the years, Pinnacle Propane has slowly (or not so slowly) bought out all of their competitors and left a monopoly that customers are forced to buy from. Many of the offices were simply absorbed and previous employees were adopted but with no loyalty or company familiarity.Delivery is unreliable and customer service non-existent. My own most recent delivery was scheduled for Monday/Tuesday when I called on a Wednesday. On Monday morning I called to see if they had a general timeline of when to expect the delivery so that I could be home to unlock the property. I was then told that delivery would have to be moved to Wednesday/Thursday. I asked if I could be notified of the actual day of delivery because I would now have to cancel other appointments that I had made. I was told that they could not. On Tuesday, when I was leaving my property, a driver from Pinnacle Propane called to tell me that he was about an hour out from me and that my delivery would be for that day. Yet another change without any communication.I was quoted a price of $2.91/gal and once the delivery took place I was handed a receipt at $3.25/gal. I was told to call in to customer service (again) to have this adjusted.When a customer places an order, has concerns over billing or an actual complaint they are connected to a switchboard that connects them to any number of offices (rarely local). The company routinely changes days that they will deliver to our area and without communication. Prices have been changed (in their favor) from the time of order and quote to delivery.Many members of our community have left Pinnacle to go to Sierra ******************** (which is based out of state; in ********, **) at a higher cost to themselves to be able to rely on delivery and services.We do not use or rely on propane as a recreational fuel; it is a basic necessity for heating our houses, cooking our food and hot water for bathing. This winter has been uncommonly cold and wet, leaving many households using their propane at a higher rate and in need of more frequent deliveries. Many tanks have gone empty.When I brought these issues to the companies attention on a call to inquire about my delivery I was told to ****** the information that I was requesting (company headquarters/ customer service telephone number, email or address). I was told more than once that no one knew who or where that was.I did, in fact, ****** the company and encourage you to as well. They have all one star reviews and similar complaints.I did receive a call later in the week from regional managers from Catron County and then *********** to inquire about my complaints. They both asked me to write my issues and concerns in an email. This is that email.I am most concerned with the long term effects of having a monopoly for a utility company that does not put the needs of its consumers (who are *********** tax payers and voters) before their profit (which is not invested here).Thank you for your time. If you would like to speak with me further about these issues, please contact me at **************** ********** Voters, ****************************

  

  Business Response

  Date: 04/27/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. The customer's delivery occurred 3/21/23 (Tuesday) 200 gallons of propane was delivered at $2.91/gal (plus tax). The customer was also contacted by the local customer service rep and our district manager ***** to discuss their concerns. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.

• Initial Complaint

  Date:03/21/2023

  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.

  ****-23.called ************ Pinnacle to find I had not been serviced since ****.been on a company managed route since 2010.requested service. ran out of propane 7 days later.called Fri/Sat,left messages(only choice)for the "out of gas" option.called Mon 2+ HRS IN QUEUE,once "next call in queue",I was disconnected,TWICE.I called back immediately. ***** min hold.was told there was "limited availability" in the system,not helpful,transferred to a sup. in ********, who confirmed I had not been serviced since ****. She "thought" however,she could get gas to me that day? Interesting enough,I still wasn't on the delivery for gas that day.I canceled our service with Pinnacle ****.Over the same weekend,without gas; during an ice storm! I contacted another company, since I was new,and completely empty, they had to do an inspection,and leak test.They came **** and confirmed,I DID NOT have a leak,serviced me with gas. FF 2-28.received a bill from Pinnacle for $450+ for gas reportedly delivered on ****, four days prior to us running out of gas? an obvious error.This lead to an entire day of phone calls, extended hold times,and frustration.first reached out to MF,while speaking, trying to explain why this **** could only be in error,she disagreed and said "you could've had a leak",then hung up on me!before I could explain that I had a leak test 2 days after running out of gas.googled & googled. called as many phone #'s I could find for any Pinnacle location. finally reached ******, **.after a lengthy conversation,they understood this bill was in error.She then transferred me to the sup. in MF,we ALL agreed, the gas I requested **** was most likely delivered to a neighbor in error. logical, since I ran out of gas a few days later. The sup. removed automatic ************* CC, said the bill would be corrected. asked for a few days, and said she would contact me in a few days. FF 3-30.I just received another bill from Pinnacle. The process repeats!Hard to do in 2K characters!

  

  Business Response

  Date: 04/20/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. The 1/23/23 delivery for $456.50 has been adjusted off of the customer's account as of 4/19/23.  No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane and apologize for any inconvenience. 

• Initial Complaint

  Date:03/20/2023

  Type:Delivery 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 purchased 400 gallons of prebuy propane from Pinnacle (contract attached). We requested a delivery in December but never received it. We have proof-copy of the tank dials b4 we left town and when we returned and No delivery was made as it still showed 40% in the tank. Yet they billed us almost $900. After many phone calls back and forth, Turns out On December 20th, they delivered 353 gallons to our next door neighbor but billed us for it. On January 9th they made a delivery off ************************************************* December delivered it to the wrong house. So when they made delivery we told the driver to be sure to not bill us for their error. But too late. Today I called for the remaining 200 gallons on our contract to be delivered but was told their legal department is reviewing so they would not make the delivery. They still show we owe them $390 because they never credited us for the delivery made to our neighbor. I emailed twice and sent hard copy letter and proof of how much was in the tank but no one will respond. On February 23rd I spoke with **** and asked why our account was still not credited and was told their computers have been down for over 2 months and it should eventually get corrected. This was their mistake and is in breach of their contract. I want our account credited, I want the propane they owe us and would like an apology for all the hassle. Their error better not mess up my good credit rating!

  Customer Answer

  Date: 03/24/2023

  After filing this complaint, I spoke with my next door neighbor because I saw a Pinnacle Propane truck making another delivery to his home a few days ago.  He confirmed that when he called for the delivery, he was told that he owed like $887 before they could give him any more propane.  That $887.16 is the same amount that we were billed when they delivered propane to him in December.  Yet, they will not credit it back to our account....I don't understand why, when they know they delivered to the wrong address, why they won't correct their error. The pictures of our tank dials confirmed what was in our tank at the time they made delivery to the neighbor, so I also don't understand why their legal department even has to get involved.  Either way, they owe us the credit of $887.16 and they owe us another 200 gallons of propane that we paid for last June when we contracted with them.  One other thing....The driver always puts an invoice showing the gallons he delivered in our door when he delivers propane and we only had one invoice on January 9th (which I provided a copy of with the original complaint). There were no other delivery invoices all winter long.

  

  Business Response

  Date: 04/19/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. Pinnacle Propane is working on getting the propane tank removed from the customer's property and refund processed. The service truck is currently down and should be  up and running soon. We will get the tank picked up within 3 weeks.  Once that is picked up, we can then credit the account the gallons that are currently in the tank. We will then issue a refund for the credit that is on account (plus gallons in the tank).  Once refund is submitted, it could take 3-4 weeks to receive refund check. Pinnacle Propane does not report to credit reporting agencies, this will not affect your credit rating. Pinnacle Propane apologizes for the inconvenience, we are working on getting this resolved as soon as possible. Again we value your partnership with Pinnacle Propane.

• Initial Complaint

  Date:03/18/2023

  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 1/28/2023 i called Pinnacle propane @ ************** to fill my 100 gallon propane tank that I lease from them. I had an $84.53 credit from the last time they filled my tank. i had paid for 100 gallons and they only filled 80 gallons so they gave me the credit. She told me she didn't have a record of my credit I said ok. i still need to fill my tank and gave her my debit card and she tan it for $249.60 and gave me a guarantee date to come fill by the following thursday 2/2/23. On 2/14/23 i called Pinnacle at ************** and she said she had no record of my $248.60 payment but did see my credit of $84.53 and said she would send them to fill my propane tank the next day on 2/15/23 and asked me to email a copy of the **** transaction of $248.60 and i did that day. I called her back a few days later and she said she still couldn't find my payment in her system. 3/18/23 i received a bill for $151.07. Could you please help me help them find where my $248.60 payment went? i am uploading my **** of america transaction that clearly says Pinnacle propane with the transaction number on it

  

  Business Response

  Date: 04/04/2023

  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. The customer's credit card payment of $249.60 was posted to their account on 3/25/23, there is now a credit balance on the account of $98.53. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.

  Customer Answer

  Date: 04/04/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/26/2023

  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 11/06/22 at 2:47pm a Pinnacle driver delivered 75.8 gallons of propane into my rented tank at a price of $1.4755; total $111.84 plus $9.21 tax; total $121.05. My tank dial beginning and ending percentages were 50% and 80%. The driver presented me with original Invoice. I paid the invoice in full by giving the driver a personal check in the amount of $121.05. The check cleared my bank and Pinnacle was paid in full. Subsequently I received a Pinnacle billing statement dated 11/30/22 incorrectly double billing me for a total of 151.6 gallons and a total of $242.10, crediting me with the personal check payment in the amount of $121.05, and leaving me a $121.05 balance due.
  On 12/16/22 I emailed [email protected] and AR@pinnacle propane to dispute this double billing, with copies of documents and to date have received no response. I mailed a letter dated 2/14/23 to Pinnacle Propane Corporate Office, attention: Accounting Department in Irving, TX disputing this double charge and providing copies of supporting documentation, and to date have received no response. Pinnacle continues to send me billing statements in the amount of $121.05, the last one dated 1/31/23. I want Pinnacle to contact me and explain why they double billed me. I want Pinnacle to send me written confirmation that my bill is paid in full. I want Pinnacle to correct any adverse credit reports they may have made. I want an apology from Pinnacle for being totally unresponsive to my correspondence.

  

  Business Response

  Date: 03/16/2023

  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 suffered a system outage resulting in the double billing error, it has since been corrected as of 2/28/23. Pinnacle does not and has not reported to any credit reporting agency regarding the customer's account. The account balance is $0.00 (see attached). No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.
  *** **************** ***********

  Customer Answer

  Date: 03/24/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  C****** H******

• Initial Complaint

  Date:02/13/2023

  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.

  Ongoing, provider is allowing us to run out of propane, not checking my equipment for safety or usage as I am paying them to do. I paid to have the digital meter installed for ease of monitoring and pay maintenance fees every month. They have never answered the phone without endless calls and messages being sent even when I was literally out of propane. They've never provided monthly statements of what amount was used, added or the rate they charge for the propane. I'm on autopay and balanced billing so I pay 300 a month tear round. The day I ran out Jan 11th, I had a **** credit on my account. Today Feb 13th, I have a payment of 300 totally a balance of ****. So in one month they took 1200$ from my account and did not fill my tank as you would think for that amount. As of today I'm at 55% filled on my tank. Of course that means only that I won't run out soon but have no idea where 1200$ went and how much propane I received. I'm in a dual hoa so this company is taking advantage of us not having the ability to change providers. They have to be stopped

  

  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. The customer has been emailed a detailed billing spreadsheet that included meter readings, gallons used, price per gallon and the invoice total. Pinnacle also has a strong plan in place to monitor the tank and provide monthly meter readings. Customer was also given the phone number for the local ****** *************** **************. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

• Initial Complaint

  Date:02/06/2023

  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.

  Pinnacle gas has not provided monitary compensation for prepurchased propane in the tank upon cancelation of service and return of tank to Pinnacle. Service was subpar did not provide prepaid gas when required. Our propane was down to 10 %. The tank was returned to pinnacle in August of 2022 at 70% full. We have called numerous and had no satisfaction. Our account # is ****

  

  Business Response

  Date: 03/30/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. The work order is attached, there was 55% in the tank when it was removed. That calculates to 275g in a 500g tank and it was credited at the last paid PPG (price per gallon) which was $1.73/g for a total credit of $480.51. Due to the issues that the customer had getting this processed the pickup and pump out fees (of $85.00/each) were waived and a refund request has been submitted. Customer should expect a check for the amount of $480.51 within the next **** business days. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.

  Customer Answer

  Date: 04/04/2023

  I have reviewed the business response and accept this resolution.