Reviews

This profile includes reviews 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

  
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  Pinnacle Propane

  801 E Main St Warsaw, MO 65355

  
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  Pinnacle Propane, LLC

  800 Howard Cavasos Blvd N. Moriarty, NM 87035

  
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  Pinnacle Propane, LLC

  1099 Frontage Rd Raton, NM 87740

  
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  Pinnacle Propane LLC

  1420 S Us Highway 281 Marble Falls, TX 78654

  

Review Details

• Review fromDana B

  Date: 05/22/2025

  1 star

  Dana B

  Date: 05/22/2025

  The most unprofessional group answering the phones, rude and very unhelpful. The second you start talking you can hear them sigh and their response has no empathy just hateful attitude. They do not care about their customers and I certainly do not recommend them at all. As soon as possible I will be having them remove their tank that is over 50 years old and have their competitor replace it.
  

  Pinnacle Propane, LLC

  Date: 05/28/2025

  Thank you, ****, for taking the time to share your experience. Im truly sorry to hear about the way you were treated over the phone that is not the standard we hold ourselves to at Pinnacle. We're currently reviewing your concerns and will investigate the interaction thoroughly so we can address this properly.
  

  Sincerely,
  

  ***** *.
  *******************************start="372" data-end="375"> Pinnacle Propane

• Review fromMichelle J

  Date: 03/11/2025

  5 stars

  Michelle J

  Date: 03/11/2025

  Amazing company!! I have spoken with several customer service representatives in ******** and each one have gone over and beyond in their friendliness, attention to detail, professionalism and support and care to their customers. A special thank you especially to ***** ******** Mo), but also to ******* and *****!! ***** a company who cares about their customers, a rarity these days. 5 ?? all the way!!
  

  Pinnacle Propane, LLC

  Date: 03/13/2025

  Dear Ms. *******

  Thank you so much for your kind words and for taking the time to share your experience! Were thrilled to hear that ****** ******** and ***** made a positive impact with their service. ************* is our top priority, and knowing our team went above and beyond truly means the world to us.

  At Pinnacle Propane, we strive to treat our customers like family, and its wonderful to know that our teams dedication and care stood out to you!

  We truly appreciate your support and your 5-star rating. If you ever need anything in the future, were always here to help!

  Best regards,
  ***** *.
  Pinnacle Propane

• Review fromMichael M

  Date: 03/04/2025

  1 star

  Michael M

  Date: 03/04/2025

  On Jan 14, 2025 I got my bull for $616.23 with $10.69 discount available if paid before Jan 29. **** paid on Jan 17. Rec'd a bill for the $10.69 on next statement. This has happened before. When I call, they say they don't offer discounts, but it's clearly on my invoice. I told them to stop service, and I will seek another company in the future. My neighbor was looking for a propane company, and I told him which not use.
  

  Pinnacle Propane, LLC

  Date: 03/06/2025

  Dear Mr. ******************* you for bringing this to our attention, and Im very sorry to hear about the frustration youve experienced with your billing. We appreciate your business and understand how important it is for your invoices to accurately reflect the discounts offered.

  We will thoroughly review your account and investigate why the discount was not applied despite your timely payment. Our goal is to resolve this matter as quickly as possible and to ensure you have a clear understanding of your account status.

  Well be in touch with you soon to follow up and work toward a resolution.

  Sincerely,
  ***** *.
  Pinnacle Propane

• Review fromBarbara W

  Date: 01/21/2025

  1 star

  Barbara W

  Date: 01/21/2025

  I ordered propane on Thursday January 16, 2025. Never was I told delivery would be 5 days out. I called Monday the 20th and was told delivery would be made that day. It was not delivered. I called today the 21st and was told now delivery would be made on the 22nd because it was 5 days for delivery. Today on the 21st is the 5th day. I requested a refund and was told refunds would be processed in 6-8 weeks. We are senior citizens with health problems and do not need this added stress. I told this to the person I was talking to. I then informed this person I would be filing a complaint with the Better Business Bureau and was hung up on.
  

  Pinnacle Propane, LLC

  Date: 01/27/2025

  Dear Ms. ************************ you for bringing this matter to our attention, and I want to sincerely apologize for the frustration and stress this situation has caused you. I understand how important it is for senior citizens, especially those with health concerns, to have reliable propane delivery and clear communication.
  I would be happy to look into your specific situation further to see how we can reach an amicable resolution that addresses your concerns.

  
  Please feel free to contact me directly with your account information, so I can gather more details and ensure this matter is resolved to your satisfaction.

  

  Pinnacle Propane, LLC

  Date: 01/30/2025

  We apologize for falling short of your expectations. I was happy to resolve this matter for you. We appreciate your patience.

• Review fromOscar P

  Date: 11/27/2024

  1 star

  Oscar P

  Date: 11/27/2024

  Hands down, this is the worse company I have ever had to deal with. Their customer service is horrendous it has been with every customer service **** including a customer service supervisor based in ******** that swore up and down that hed have my issue resolved. I called to have my propane tank refilled on November 4, 2024. The tank was at 30% capacity. The lady I spoke with told me that the driver would come fill my tank the following Tuesday or Wednesday. She billed me $466.78 for the 70% of the tank (I thought it was weird since they had sent a bill after the fact before) but she charged it to my debit card right then. I informed her that there is a closed gate to our property and I needed to know for sure when the driver would be here. I asked her to have them call ahead of time so that I would be sure the gate was opened. I work from home as a trauma recovery specialist and cant stop in the middle of session in order to run out and open the gate on the spot. Tuesday came and nothing. Wednesday came and nothing. I called the following week and had to repeat the process. I told the next person the exact same thing. She then said the delivery would happen that week on Tuesday or Wednesday. I asked her to make sure which day so the gate was open and she said shed call me back later that day or tomorrow at the latest. No call. No show. Again the week went by with no delivery and no return phone call. So I called again and repeated the process. Again they told me theyd call me back to confirm a delivery day andnothing. Then, last Monday (11/25/24) there a loud honk outside the gate WHILE IM BUSY WITH A CLIENT TALKING ABOUT HIS BROTHERS SUICIDE. And my wife runs out to open the gate as the driver is taking off. She catches him and asks why he didnt call ahead like wed asked, he then cusses at her and refuses to fill our tank and drives away. So far, no supervisor has done anything. Still no propane. No call back. No holding their employee accountable.
  

  Pinnacle Propane, LLC

  Date: 12/02/2024

  Dear Mr. ********************** you for bringing this to our attention. The issues youve outlined, including missed communications, delivery delays, and the behavior you described, are serious concerns that we take very seriously. We are committed to maintaining high standards of service, and we will thoroughly investigate these matters to ensure they are addressed appropriately.
  To assist in resolving this situation, we kindly request that you provide your account information and a preferred method of contact. This will allow us to review your case in detail and take the necessary steps to ensure a prompt resolution.
  Thank you for your patience as we work to address your concerns. We value your feedback and are committed to improving your experience with our company.

  
  Best regards,
  ***** *.
  Pinnacle Propane

  

  Pinnacle Propane, LLC

  Date: 12/10/2024

  I worked closely with ***** ***** to resolve matters. He contacted me and reassured me that this was resolved to his satisfaction. 

• Review fromRuby R

  Date: 10/22/2024

  1 star

  Ruby R

  Date: 10/22/2024

  On August 30, 2023, I was overcharged $344.95, and a total of $680.99 was deducted from my account. Despite my efforts to contact someone to resolve this, I have yet to receive a credit or refund for the $344.95. I have also requested that the credit be applied to my current balance, but I continue to receive no response. Service is in *******, *****
  

  Pinnacle Propane, LLC

  Date: 10/24/2024

  Dear ****,

  
  Thank you for bringing this to our attention, and I sincerely apologize for the frustration this situation has caused. This is certainly not the experience we want any of our customers to have. I am currently having trouble locating your account with the information provided, but I am more than willing to speak with you directly to resolve this matter and make things right.

  
  Please send me your contact information via a direct message, and I will personally reach out to ensure this issue is properly addressed. We deeply apologize that this has occurred, and we are committed to resolving it as soon as possible.

  
  Thank you for your patience, and I look forward to resolving this for you.
  
  Best regards,
  ***** *****
  Pinnacle Propane Customer Success Team

  

  Pinnacle Propane, LLC

  Date: 10/31/2024

  Dear Ms. ************************** you for bringing this matter to our attention and for allowing us to work with you to resolve it. After thoroughly reviewing your account, we identified an error in the billing amount, and we sincerely apologize for the oversight and any frustration it caused.

  
  To clarify, while we did not double bill your account, there was an overcharge on your original transaction. A credit of $121 was applied to your account, which was then used toward your most recent propane purchase. After applying this credit, a balance remained, which we have now adjusted by adding a $50 courtesy discount and waiving the $10 collection fee as a gesture of goodwill.

  
  We value the opportunity to make this right and have provided you with the requested account statements for your records. Please feel free to reach out to me directly if you have any further questions.

  
  Thank you again for your patience, and we apologize for any inconvenience.

• Review fromKelsi K

  Date: 10/17/2024

  5 stars
  I have had the pleasure of speaking with ******* ******* today out of the ********* he was soo helpful. Thank you so much for helping get my 86 year old grandmother propane!!!

• Review fromJustin P

  Date: 09/18/2024

  1 star

  Justin P

  Date: 09/18/2024

  I have been getting my bottles refilled here off jacksboro hwy in ********** the past 6 years and have always paid by the gallon. Today I stopped to have one of my 100lb tanks topped off. I asked how they kept track of the gallons and she told me they charge by the bottle not gallon. She then proceeded to tell me it was $85. I expressed how that was wrong and any customer should not have to pay for a full bottle if they only received 5 to 10 gallons. I expressed they were robbing customers and it was not right. I then called their corporate office in ****** to attempt to resolve the issue. After talking to corporate they said they would get with a supervisor and call me back. The manager of the ********** location called me and began talking to me as if I was a simpleton and had no business complaining. She went on to say she was the manager for the past 4 years and shes never seen me and called me a liar about paying by the gallon. The manager was very unprofessional and rude. I will personally never use pinnacle again and will be swapping who I take my bottles to for refilling.
  

  Pinnacle Propane, LLC

  Date: 09/19/2024

  Dear ********************,Thank you for taking the time to share your feedback. We sincerely apologize for the frustration and inconvenience you experienced during your recent visit to our ********** service center. We value long-term customers like yourself, and it is certainly not our intention to make you feel unheard or disrespected.Upon reviewing your concerns and discussing them with our team, we have confirmed that, historically, the ********** location, as well as others in the DFW area, charges by the cylinder rather than by the gallon. This policy has been in place even before Pinnacle Propane took ownership of the location, and it is consistent across our service centers in the area. Unfortunately, due to the type of equipment used, we do not have the ability to track the exact number of gallons dispensed from the pump, as it operates based on the spit valve, which indicates when the cylinder is full.We understand that this method can be inconvenient, especially when the cylinder is not completely empty. However, to offer additional value, we provide customers with a punch card, which offers a free refill after a set number of refills. Many of our customers have found this to be beneficial, especially when bringing in empty or near-empty cylinders.We regret that your conversation with our manager did not meet the level of professionalism and respect we strive for in our customer service. Your feedback will be shared with the appropriate leadership team to ensure that we continue to improve our communication with customers.We hope that despite this experience, you might give us the opportunity to regain your trust. If you have any further concerns or would like to discuss this issue in more detail, please dont hesitate to contact our corporate office again.Thank you once more for your feedback, and we wish you all the best.Sincerely,The Pinnacle Propane Team
  

  Pinnacle Propane, LLC

  Date: 09/25/2024

  Thank you for bringing this to our attention, ******. We appreciate your loyalty over the past six years and sincerely apologize for the recent experience you had with our team. We understand your concern about being charged by the bottle rather than the gallon, and we're sorry for any frustration this caused. Please DM us with your personal information so we can look into this matter quickly and work toward a resolution. Our goal is to ensure all customers are treated fairly, and we hope to resolve this to your satisfaction.Sincerely,***** *.

• Review fromJean M

  Date: 08/13/2024

  1 star

  Jean M

  Date: 08/13/2024

  Let me just start by saying that I have nothing good to say about Pinnacle propane. My mother had been a customer of theirs since they took over ****** and the last few years we have seen a decline on the customer service side. My mother took ill a few years ago and used Pinnacle for heat, water and cooking. We would place an order when she was down to 40% by the time Pinnacle would get there to fill her tank she would be down to 10% seeing as it sometimes took up to a month and daily phone call to them before someone would come to fill her tank. Unfortunately my mother passed away in February of this year, and she had just got a delivery so I contacted Pinnacle and paid my mothers bill over the phone at which time that asked for a death certificate which I provided to them. My mother left her house to my son and his family when they finally moved in they called pinnacle to get the tank filled mind you they already had their own account and just need to change the service address. They were told that a driver would be out soon to do an inspection, that happened the following week. When the employee finished his inspection he informed them that he was not able to provide propane as their water heater was in a confined space in the bathroom. He told them what they would need to do before he could fill the tank. My son then went and bought a new electric water heater paid an electrician to install 220. When they called Pinnacle back and told them what they had done the girl in the office called the driver to see when he would be able to go back to inspect and fill the driver told them he was not going to service them and they would need to find another provider. leaving them with a high out of pocket expense and no way to cook on the stove for them and their 2 young daughters. Pinnacle and the driver should be ashamed of themselves. Also I never heard of a driver making the rules. when we ask to speak with supervisor we are told he will call still waiting.
  

  Pinnacle Propane, LLC

  Date: 08/14/2024

  Dear *******************,Thank you for bringing your concerns to our attention. We take all feedback seriously and are committed to addressing and resolving any issues promptly.We understand the importance of your complaint and want to assure you that we are thoroughly investigating the matter to ensure a satisfactory resolution. Our team is dedicated to providing excellent customer service, and your satisfaction is our priority.You can expect to receive an email from ***************************************** shortly to find out more detail on this situation so that we can take next steps together.Your feedback is invaluable in helping us improve our services.Sincerely,****************Customer Care Manager **********************
  

  Pinnacle Propane, LLC

  Date: 08/20/2024

  Dear *******,                                                                                                                                                                                                   
  Thank you for taking the time to speak with me earlier today. I truly appreciate your openness in sharing your experience. I want to assure you that I am working diligently to find a resolution and will provide an update as soon as possible.
  Your patience and understanding mean a lot, and ** committed to making this right for you and your family.                                                  
  Sincerely,
  *********************
  Pinnacle Propane

• Review fromGregory C

  Date: 05/13/2024

  1 star

  Gregory C

  Date: 05/13/2024

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

  Pinnacle Propane, LLC

  Date: 06/17/2024

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