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.
If you've experienced an issue
Submit a ComplaintThe 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:01/27/2023
Type: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 August 26, 2022, purchased a pre-buy contract for 300 gallons of propane for a payment of $753.00. On August 31, they filled my tank with 154 gallons. In September I receive 9/30/22 statement charge of $397.31 for propane. I called on October 28, they said that it will be corrected. I get October statement saying I owe 397.31 plus 4.97 finance
charge. I called again, they say it will be corrected. I get November statement, I owe 397.31 plus 10.77 finance charge. I sent email on November 30, was never answered. I call on 12/28/2022, they see the problem and she will have her supervisor let me know. On 12/13/2022, propane truck stopped by to see how my billing problem was goingI have known the driver for a long timeI have bought propane from this local company for over 20 years, and then Pinnacle took it over in 2019 I believe. He put 100 gallons in.. Today 1/26/2023, I check my account online and they finally posted the 100 gallon fill on 12/13, however no change with the 154 gallons filled on 8/31/22. They have my money but they do not want to apply my purchase towards that and they basically do not care. The statement clearly shows a credit of $753.00 and contract balance of gallons left at 200, which should be 46 gallons after what I had filled. So as of today I should have 46 gallon remaining balance.
Business Response
Date: 03/21/2023
Business Response /* (1000, 5, 2023/02/07) */
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. The resolution has been delayed due to Pinnacle suffering a system outage in December 2022 that was not fully resolved until January 2023. The account will be adjusted to reflect the contract price and the balance adjusted accordingly. In addition, any late fees or charges accessed will be removed from the account immediately. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.
Consumer Response /* (3000, 7, 2023/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After checking my online account on 2-10-2023 at 9:30am, they have yet to make any corrections. Mind you that they had three months to correct this prior to December.
Consumer Response /* (2000, 10, 2023/02/15) */
After checking my account on 2/13, the account has been corrected. Thank you BBBInitial Complaint
Date:01/24/2023
Type: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.
Pinnacle propane picked up my rental tank along with 30 percent gas in it and told me I would be getting over $230 back. That was the middle of October 2022. I have been calling them for over 2 months and it is one excuse after the other. First it was "well i see your paperwork sitting here at the bottom of the pile, and we should have it to you in December". Then January comes and I call and they said "oh we are in the process of switching systems and we should have your check to you soon". It is now 1/24/2023. I call them and they have nobody that can tell me why I haven't received my check yet, they only want to get me off the phone by transferring me. Originally I was having them come out earlier to pick up the tank. They never ever called and were a no show after my husband tore apart the fence to have them come out. This is a company that doesn't care about their customers. They are deceptive and lack integrity as a company.Business Response
Date: 03/17/2023
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. Customer has been contacted and advised the refund has been processe, management will be contacting customer with the tracking number once it is available. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.Customer Answer
Date: 03/20/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been told since October I'd be getting the refund. Then I was told it was running late and then I was told they have a new system. It's been 5 months now. I don't believe they are sending anything it doesn't take 180 days for a refund anywhere!Business Response
Date: 04/05/2023
Refund check #******* in the amount of $219.81 was issued and mailed on 3/24/23 via *****Initial Complaint
Date:12/30/2022
Type: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 December 12th I call Pinnacle Propane to order propane. I was told that I would have delivery by in 7 days. I called again on December 19th again. I was told I would have delivery by the December 23rd. Called again on December 27th was told I would have delivery on December 29th. As of 6pm December 29th I still have no Propane.Business Response
Date: 03/21/2023
Business Response /* (1000, 5, 2023/01/04) */
Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working around the clock to resolve these issues immediately. We have contacted the customer and corrected the issues the customer addressed. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.Initial Complaint
Date:12/21/2022
Type: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.
Order propane on Dec. 15, 16, 19, 20 and 21 for my home. I was told truck would make deliveries today Dec. 21. Still no delivery has been made today and we are at 20%. My wife is a sick person and partially crippled. We are making plans to stay at motel during these bitterly cold days. PLEASE HELP! MikeBusiness Response
Date: 03/17/2023
Business Response /* (1000, 5, 2023/01/03) */
Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working around the clock to resolve these issues immediately. We have contacted the customer and corrected the issues the customer addressed. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.Initial Complaint
Date:12/19/2022
Type: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.
Recently Pinnacle Propane bought out ******* Propane and the customer has degraded 100%. Pinncale's call center says that someone will call you back if you don't want to wait and you will not lose your place in the cue. That can't be true because today, 12/19/22 I've been calling to have my tank filled and it now two hours before they close, and I haven't received a call back after calling five times today. The cue said that I was 121 in the morning, and I would receive a call back with the next 1.5 hours. After three hours I called again and was placed back in the cue and the waiting time was three hours. I waited three hours and still no call. I called again and the recording said that I am number 532 and the wait time would be 5+ hours. That is absolutely unacceptable when I'm a paying customer.Business Response
Date: 03/17/2023
Business Response /* (1000, 5, 2022/12/28) */
Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working around the clock to resolve these issues immediately. We have contacted the customer and corrected the issues the customer addressed. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.Initial Complaint
Date:12/19/2022
Type: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 been unable to reach ANYONE through Pinnacle Propane despite countless attempts. I need to order propane delivery but their website is down. I've called multiple numbers and have been on hold for hours and can never reach a customer service representative. I have pre-bought propane and need to have propane delivered ASAP, but this company is impossible to reach!!Business Response
Date: 03/17/2023
Business Response /* (1000, 5, 2022/12/27) */
Customer Complaint Case# ******** (Ref#66-90527177-********-4-300)
Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working around the clock to resolve these issues immediately. We have contacted the customer and corrected the issues the customer addressed. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.Initial Complaint
Date:12/13/2022
Type: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 was down to 30% propane level in September. I have been ordering/requesting a propane delivery from Pinacle (who acquired my former provider in July 22') since September of 2022. EACH time I am told that they will put the order in. Each week later when I call after no delivery THEY TELL ME NO ORDER WAS SUBMITTED. I cannot get a propane delivery and I AM NOW DANGEROUSLY BELOW 10% LEVEL AND COLD WEATHER IS EXPECTED THIS WEEK. Since Pinacle owns the tank they have me in a corner. NO ONE IN ANY OF THEIR OFFICES THAT I HAVE SPOKEN WITH WILL TELL ME THE TRUTH ABOUT AN ORDER OR DELIVERING PROPANE TO ME. How can I get a delivery? I'm sure the Pinacle response will be...."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." I'm tired of their lies and simply want propane delivered before i am totally out and then still can't get them to do their job by delivering propane to me per the contract.Business Response
Date: 03/17/2023
Business Response /* (1000, 14, 2023/01/10) */
Thank you for reaching out regarding the customer's concerns. Pinnacle filled the tank customer's tank on 12/16/2022. At the time of delivery the tank was at 50% and we filled the tank to 80% (81.2 gallons). No additional follow up is needed on the account. We value your partnership with Pinnacle Propane.Initial Complaint
Date:10/26/2022
Type: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.
Had my home propane tank filled on 9/2 and went to the local office to pay. Check cleared my account in 9/8. On 9/24 I was charged again on a credit card I had used to pay with before, without my authorization. I have been trying to get a refund since 9/24 with no luck. It is now 10/26, a full month later. I've called twice weekly and asked to speak with upper management only to be told they do not have phone numbers or email addresses.Business Response
Date: 01/13/2023
Business Response /* (1000, 5, 2022/11/01) */
Customer Compliant: Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working around the clock to resolve these issues immediately. We have issued a refund check in the amount of $534.88, check #XXXXXXX. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.
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