Reviews
This profile includes reviews for Pinnacle Propane, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 33 Customer Reviews
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Review fromPaul C
Date: 10/03/2023
1 starPaul C
Date: 10/03/2023
This company is a complete train wreck. I dealt with a local propane company for the last 45 years. That would deliver the propane to my houses now that Pinnacle bought them out there is no one to talk to you on the phone and no one to talk to to get service. They let your tanks run completely dry before they show up. They never Show up the way the other company used to and you cannot contact anyone or get any help from anyone stay away from them
Pinnacle Propane, LLC
Date: 11/07/2023
Thank you for your valuable feedback. In order to better address your questions or concerns please contact us directly at ************** or the local service center at **************.Pinnacle Propane, LLC
Date: 03/15/2024
Dear **************,We are sorry to hear about your experience and the challenges you've faced since Pinnacle acquired the local propane company you previously dealt with. Your feedback is important to us, and we are committed to addressing your concerns.We understand the frustration of not being able to reach someone on the phone or get the level of service you were accustomed to. We are actively working to improve our customer service and response times to ensure that our customers receive the attention and assistance they deserve.We apologize for any inconvenience caused by letting your tanks run completely dry before delivery. We are reviewing our delivery schedules to ensure that this does not happen in the future.Thank you for bringing this to our attention. We would appreciate the opportunity to discuss this matter further and see how we can improve your experience. Please contact us directly at the numbers provided if you would like to discuss this further.Review fromSheree C
Date: 09/12/2023
1 starSheree C
Date: 09/12/2023
Use someone else!!!! We have been using this company since they bought out Heetco in Osage County, **. We have not had anything but horrible experiences with them. They have lost our payment several time, at least 3 times however, we have been able to prove to them that they collected payment based on our bank statements. Our bank even provided letters stating that payment was taken out. They continue to tell us that we have not paid and they were going to send to collections. We paid AGAIN to avoid that. Now yesterday 9/11/2023, I got a letter in the mail stating our account was sent to collections for lack of payment! Their customer service is a 100% joke and they are the absolute worst. You wait on hold for literally HOURS and then they still want to argue with you about payment.Also, we did not contract this year because of the issues we have been having with them. So they came out and filled our tank up to 80% as requested, charged us and then that is when we started having these problems where they tell us that we did not pay. They came to my house and filled my tank without informing me they were coming. I didn't request it or want it. They showed up at my door when they were done and handed me a $798 bill. I called them to complain and they told me that is what I requested and I informed them that I infact did not call and that it could have been a relative of mine as there are 6 of us ion the same town. They would not do anything to make it right. Then they came out again at the end of the season, Feb 2023 and topped us off. They charges us another $202, mind you, we did not ask for them to come back out because we ARE NOT using them this year. I called and they told me that they were having cvomputer problems and asked to call back.. This went on for MONTHS!!! I just got a collections notice in the mail yesterday.Pinnacle Propane, LLC
Date: 03/15/2024
Dear ****************,We are deeply sorry for the frustrations and challenges you've experienced with our service. Your feedback is important to us, and we are committed to addressing your concerns and improving our service.We understand the issues you've faced with billing discrepancies and the frustration of not being able to reach a resolution despite providing proof of payment. We are actively investigating these issues to ensure that they are resolved promptly and that you are not unfairly sent to collections.Regarding the delivery of propane without your request, we apologize for the inconvenience. We are reviewing our procedures to ensure that customers are properly informed and that deliveries are made based on their explicit requests.We apologize for the difficulties you've faced in reaching our customer service team. We are actively working to improve our response times and ensure that our customers receive the assistance they need in a timely manner.Thank you for bringing these issues to our attention. We would appreciate the opportunity to discuss this matter further and see how we can improve your experience. Please contact us directly at the numbers provided if you would like to discuss this further.Review fromJudi B
Date: 04/06/2023
1 starI pay my bill within 2 days of delivery. It takes me 3 months for them to post my payment correctly. They came to my house and filled my tank without informing me they were coming. I didn't request it or want it. They showed up at my door when they were done and handed me a $391. bill. I called them to complain and they told me they had a keep fill order that was issued 3 years ago. They have never come out until that day unless I called them. They agreed to reduce my bill to $2.00 per gallon. I went in person the next day and paid it with my credit card. When i got home and looked at the receipt i discovered they charged me full price. I called to complain. This was one hour after I had paid them. i was told the computers were down. I called a few days later and was told I had to wait until month end. They finally credited me $68.08 Feb. 24 after I called them several times each week since first of Jan. I got a bill in March for $68.08 charge. I have been calling them every week since. They say my account is zero but I have not seen it. They lie to me every time I call. Do they deliver gas in January to more residents and not tell them they are coming? They should have at least asked me before they delivered to see if I wanted it. I would have said no. They offered to take it out but I didn't trust that they would take more than what they put in. I live on Social Security only. That $400 bill was a month's groceries for me. I shouldn't have to fight them for 4 months just to get my bill right. I still don't have a statement showing I owe nothing. They said today I should get in sometime in May. Why does it take so long to correct their mistake. It only took a day for them to charge my credit card. They don't deserve even a one star ratingReview fromDan W
Date: 03/16/2023
5 starsMy business ***************** gets deliveries weekly. My driver **** always delivers without fail and makes me feel like a priority. I could get propane cheaper elsewhere, but **** is the reason I have kept my account all these years. He has been outstanding and Ive come to trust and rely on him to deliver week in and week out, this has allowed me to focus on my business instead of being concerned about deliveries.Review fromDennis B
Date: 02/24/2023
1 starThis is the worst run company I have ever dealt with in over 50 years!! Take all the negative complaints and issues listed under this company I can times it by 3!! I have an in-ground tank that unfortunately is leased. For months, 6 maybe, I have been trying to get a quote to buy out the lease so I can go to another company. And trying to find a copy of this so-called lease? I have also found their pricing to be way out of line. The competition wants me to own the tank due to ***** law. This is a forced monopoly that is going to require me to spend a large sum of money to take legal action. I have left messages with the ******************* but no return calls. Next stop, the ** of Texas. Oh boy?Review fromRichard S
Date: 02/21/2023
5 starsPinnancle driver Mark ************ does a wonderful job. Is Proactive in his approach. Far better than any driver I have dealt with before. Exceptional employee. I hope they can keep him around.Review fromDavid T
Date: 02/14/2023
1 starPinnacle Propane customer service is nonexistent. Since this company took over United Propane I have had nothing but problems with ordering propane, having propane delivered when ordered, billing issues and just about every aspect of their service! It has been nearly impossible to contact anyone to address my issues by phone, email, and even an in person visit to one of their local offices. I would recommend anyone looking for a propane provider to look elsewhere!Review fromJames B
Date: 01/23/2023
1 starAbsolutely horrible. Since my local provider was bought by Pinnacle it has been an unmitigated disaster. Took over a month to be able to pay my bill - on hold for hours (but always #2 in the que!) - website wouldn't work. Tried to order propane and experienced the same thing. Fortunately I own my tank and will be switching providers.Review fromRuss F
Date: 01/20/2023
1 starThis is a terrible company, once again we are completely out of propane. We have always been on a check and fill which means they are supposed to be filling up the tank when they are in our area. That doesn't work with this company and when they do fill up we don't get invoices until we are past due. And then turned over to a collection agency and put on COD! We always pay our bills on time and have no problem with any other company we do business with but this company. We have been on propane for over 40 years and no problem until pinnacle bought the last propane company out.Review fromNagendra B
Date: 12/28/2022
1 starWorst service company. Have to wait hours to talk to service rep. ****** to log on to my account. I am a United Propane customer taken over by **********************. Never had issues with United. Our tank is below 5% and smells gas at the source. They do not monitor our tank. After hours of trying, able to talk to a rep who said, they will send email to my local service center to refill the tank.
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