ComplaintsforPinnacle Propane, LLC

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On or about September 15, 2024, Pinnacle Propane debited my account in the amount of $97.43 for propane tank rental.I own my tank.I have never rented my tank from Pinnacle.I have tried repeatedly to get a refund. No luck. As of now today 10/29/24, I have not received any money from back from them.I am a 69 year old lady, living on a fixed income. The 97 dollars they took from me has caused me a financial hardship.I have had to do without a medication that I need as a result. Pinnacle propane lost all of their customer tank rental information in a computer crash. I was told this by an emoyee. So, pinnacle propane charged all of their customers tank rental fees in an effort to find out who rents and who doesn't. I Never received a notice in the mail. I never received an email. I never received a phone call from pinnacle propane to ask me if I rent or not. They just took my money. That's theft! Now, after countless phone calls and emails to pinnacle propane, I I still do not have my money back. I have reported Pinnacle propane to the **************************** in ******. I am waiting for a response.

  

  Business response

  10/30/2024

  ***** *****

  

  Business response

  10/30/2024

  Thank you for sharing these details, ****. I'm very sorry to hear about the impact this has had on you, and I understand the importance of resolving this promptly. Ill review the information you provided along with our records and ensure we address this matter fully. Rest assured, were committed to working with you to reach a fair resolution as soon as possible. Please expect a follow-up from me directly.

  
  Thank you,
  ***** *****
  Customer Success

  Customer response

  10/30/2024

  I am rejecting this response because:   there is no response other than the guys name 

  

  Business response

  10/31/2024

   

  Dear Ms. *********************** you for your patience as we reviewed your account, and Id like to provide a final update regarding the adjustments made. While a tank lease charge of $97.43 was mistakenly billed against a credit from your *** contract, I can confirm that no funds were taken from your card or bank account. The error has since been corrected with a reversal of the tank lease charge.

  
  Summary of Key Account Activity:
  9/11/24: Payment of $626.10 processed for the *** contract
  9/13/24: *** contract added to your account
  9/26/24: Tank lease charge of $97.43 billed (now credited back)
  10/1/24: Propane order placed
  10/9/24: Delivery completed
  10/22/24: Adjustment request submitted for tank lease reversal, completed on 10/27

  
  I apologize for any inconvenience this may have caused and hope these adjustments make everything right. Ive reached out twice and left detailed messages on your voicemail to ensure this resolution is fully explained. I am more than happy to review any further details with you or provide additional documentation.

  
  Please dont hesitate to reach out to me directly if you have any questions or need further assistance.

  
  Sincerely,

  
  ***** *****
  Customer Success
  **********************
  

  Customer response

  11/02/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My father in law brought a propane tank in the 70s he has passed and now My husband and I have the house and the tank started using this company to get propane a couple of years ago now they sent a bill for leasing a tank the tank is ours

  

  Business response

  10/22/2024

  Dear ****,

  
  Thank you for reaching out and sharing your concerns. Im truly sorry for any confusion, and Id be more than happy to look into this matter for you. Resolving this issue is a priority, and Id love the opportunity to have a conversation with you to clear things up as quickly as possible.
  If youre able, providing some photos of the propane tank and the surrounding area would be helpful for our records. However, Id also be glad to speak with you directly to work toward an amicable resolution.

  
  Please dont hesitate to contact me, and I look forward to resolving this for you.

  
  Best regards,

  
  ***** *****
  

  
  

  

  Business response

  10/23/2024

  Dear ****,

  
  I sincerely apologize for the frustration and inconvenience this situation has caused. After thoroughly reviewing your case, including the pictures you provided, we have confirmed that your tank is customer-owned.
  As a result, we are removing the $129.90 tank lease charge from your 9/26/24 invoice (Invoice Number E037417). I want to assure you that this issue has been fully resolved, and we appreciate your patience throughout this process.

  Your satisfaction is important to us, and we value the opportunity to continue serving you.
  Please dont hesitate to reach out if you have any other questions or concerns. We are here to help.

  
  Warm regards,
  ***** *****
  Pinnacle Propane Customer Success Team
  
  
  
  
  
  

  
  

  

  Business response

  10/29/2024

  I called **** and provided the resolution, prior to updating the BBB file. She accepted the resolution. 

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Propane delivered and paid on 5/2/24. They have called and harassed my mother, who is on hospice and dying, saying the bill is unpaid. She called and sent proof on her bank statement. No resolution. My brother called repeatedly. No resolution. I have called repeatedly with the response of 'we apologize and this will be taken care of immediately '. No resolution. Here we are over 5 months later and my mother receives a collection letter. She was in a panic because she needs propane and they won't deliver with an outstanding balance. I called once again with a promise that it would be taken care of; that was yesterday. No phone call back, no resolution. Complete incompetence. Most everything in her house is powered by propane. If her meals cannot be prepared by the nurse or this causes her anymore distress I will hold Pinnacle Propane responsible.

  

  Business response

  10/18/2024

  Dear ********* *******,

  
  We are deeply sorry to hear about the distress this situation has caused your family, particularly your mother during such a difficult time. We take these concerns very seriously, and it is unacceptable that this issue has not been resolved despite your multiple calls.
  To ensure we can quickly and properly resolve this matter, we kindly ask that you provide us with all pertinent account information. This will allow us to thoroughly research the payment made on 5/2/24 and address the ongoing billing and collection issues.
  Please know that we are committed to finding a swift resolution, and our goal is to ensure your mother receives the propane she needs without further delay. We will work diligently to resolve this issue and correct any errors in billing and collections.
  Thank you for bringing this to our attention, and we will keep you updated throughout the process.

  
  Sincerely,
  ***** *****
  Pinnacle Propane

• Initial Complaint

  10/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I moved to my home in the fall 2023 and signed up for pinnacle propane soon after. I spoke with ****** at the Hiwasse, ********* and agreed that I would buy 400 gallons of propane for the year and it would be split over the span of 11 months. I was clear that I wanted 400 gallons and did not request to have my tank filled more than 400 gallons. I was told the previous 3 person home used 300 gallons over a year. My home has 2 people. To my surprise I got a call on May 8th telling me I owed pinnacle roughly an additional $750-$850 due to them filling the tank without notice due to computer error. There had been no communication that I would receive extra deliveries and I was clear that I wanted 400 gallons. I sent the e-mail chain but was still being told I owed propane that was not ordered and have no record of receiving. I asked if they could provide evidence that the propane was delivered and I got no response. I even asked are there any other fees i might be overlooking? and no additional information was provided. I even received a detailed breakdown of what my monthly payments would look like from ******. My Fianc is home the days I am at work and they never saw deliveries that Pinnacle stated happened. Also, they said I used over 400 gallons between September and March (the date they said the last delivery occurred). This math does not make sense given the fact that I am currently showing Im over 65% full. How do I use over 400 gallons in 7 months, but I used 60 gallons from March- October (also 7 months)? Also, the larger household last year only used 300 gallons? I dont believe I received the deliveries they said happened. Since I never received a response Im not sure they are certain that the deliveries happened either. Due to other complaints I am not the only one to face similar ************** I received a letter that the bill went to collections. I paid out my contract that I owe them- the 400 gallons. I want this charge removed.

  

  Business response

  10/18/2024

  Dear ****,

  
  Thank you for bringing your concerns to our attention, and I sincerely apologize for the frustration this situation has caused you. We understand how important it is to have clarity regarding your propane usage and billing, and I want to assure you that we are taking your complaint very seriously.
  We will thoroughly research the details of your account, including the propane deliveries and the charges you mentioned, to ensure we reach a fair and accurate resolution. Please know that we are committed to resolving this issue as quickly as possible and will keep you informed throughout the process.

  
  Thank you for your patience as we work to address your concerns. If you have any additional information or questions in the meantime, please don't hesitate to reach out to me directly.

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

  ************  (M)

  

  Business response

  10/21/2024

  I have reached out to the customer, in hopes of reaching a resolution today.  

   

  Thank you for bringing this matter to our attention. We sincerely apologize for the confusion and inconvenience caused by the billing discrepancy regarding the 9/15/23 propane delivery.
  After thoroughly reviewing your account, we understand that the 400-gallon delivery from 9/15/23 was not properly applied to your budget contract, is under dispute. We appreciate your patience as weve worked to resolve this issue.

  
  As a gesture of goodwill and to maintain a positive relationship moving forward, we would like to offer a split cost solution for the disputed delivery. This means we are willing to cover half of the cost of the $692.90 associated with the 9/15/23 delivery, leaving a more manageable balance for you to settle.

  
  This offer is a reflection of our commitment to customer satisfaction, and we hope it helps in resolving this matter fairly for both parties. Additionally, the $10 collection fee will be waived as part of our effort to make things right. You would still be responsible for the tank lease fee of $65.70, but this offer would significantly reduce your overall balance.

  
  Please let us know if this solution works for you. We believe it strikes a balance that acknowledges the confusion while ensuring continued service and support. We look forward to your response and to resolving this matter promptly.
  Thank you again for your patience and understanding.

  
  Best regards,

  
  ***** *****
  Pinnacle Propane

  Customer response

  11/11/2024

  The business has made this right. Please close the ticket and feel free to remove from the site.

   

  thank you,

  -****

• Initial Complaint

  08/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Total past due charges for Alliant Gas of ***************************** Being charged $241.98 + Have all receipts/checks for all months when the Billing Process was changed and can submit this information if necessary. I am a senior citizen residing mat this address. Please explain what these charges are for Entire neighborhood has been dealing with problem. Please explain these late charges and why they occurred. Account # *****. Service ID. GRETIM

  

  Business response

  08/20/2024

  Dear ***********************,
  Thank you for reaching out and sharing your concerns. On behalf of Alliant Gas, I want to assure you that we are taking this matter seriously. I will personally work to resolve the issue with the charges and clarify any discrepancies in your billing. We appreciate your patience as we address this promptly.
  Best regards,
  *********************
  Pinnacle Propane
  
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back in January of this month (2024) we called Pinnacle Propane in ******** ********** to come to our home in ******** ********** and deliver 125 gallons of Propane to our 250 gallon tank. Our tank was down to around 2-3% on our gauge. We were out of town for that month. **** their ********* tech came out and added the 125 gallons of Propane to our tank and left. He did call me while he was at our house to verify he had added the propane. After he left, I asked my neighbor next door also named ******* to come over and check the gauge. He did and texted me that it read 50%. Shortly thereafter, Pinnacle sent me an invoice asking for payment of 150 gallons. I called them and told them I had ordered 125 gallons and that our tank read 50% meaning they had only added 125 gallons. I told them we would pay for the 125 gallons (which we have) if they would send me an invoice for that amount. It is now July and after speaking with several high ranking people at Pinnacle plus the ladies who answered the phone in ********* they still insist we owe them for the extra 25 gallons even though we have a witness to say the tank registered 50% after their tech left. This may seem like a minor issue, but it really is the principal we are fighting for to make sure they understand they cannot overcharge customers like us and others as well.

  

  Business response

  08/14/2024

  Hello Mr. ******************** you for bringing your concerns to our attention via the Better Business Bureau. 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 during this time, we have thoroughly investigated the matter to ensure a satisfactory resolution.
  
  Firstly I am so happy to see that we were able to make a same day delivery to you, especially during those two weeks in January where the weather was treacherous! I am also happy to hear that you have been in contact already with our ************* Supervisor ****** since filing your complaint.
  
  As ****** shared with you, the invoice attached is system generated meaning it cannot be altered. The *** coordinates located directly under your address in the upper left hand corner are system generated when the truck engages in the delivery and cannot be altered. I took the liberty of double checking for us and the *** coordinates do match your address in ****** Maps and I am relieved to see that the delivery was indeed made at the location promised. The second thing to note is the field showing the gallons registered by the system that were pumped into your tank. This is also system generated and cannot be altered so I can share with confidence that it is confirmed that 150 gallons were delivered on invoice in question. I can absolutely see the where the confusion stems from with the tank percentages which leads me to believe that this could be an issue with the gauge not reading correctly.This happens from time to time, especially in cold or fluctuating weather, for various reasons. I am happy to request a service technician come out to your property and evaluate if the gauge needs serviced which would provide a solution as to why the percentage does not match the expected percentage. I will get it scheduled with our District Manager in your area and a member of our operations staff will be in touch with you to schedule.
  
  I am confident that we will be able to resolve this complaint together and should any other questions arise, please email me directly at ***************************************** so that I may take quick action for us.
  
  I look forward to resolving this for you soon!
  
  Sincerely,
  ****** ******
  ************* Manager
  **********************

  Customer response

  08/15/2024

  I am rejecting this response because: I have gone back and forth with this company over the last 6 months about the overcharge of $61.37. which is 25 gallons more than they put in our 250 gallon  tank, which was verified by our neighbor showing on the NEW guage sitting at 50%. The new tank and new guage were installed about a year prior to this snafu so I reject them saying it could be the guage.

  I have about 25% left in the tank and when it gets down to close to zero, I will call and have them come out and pick up their tank.

  I am very dissatisfied with this company. They refused to give an inch even though we have proof they only put in 125 Gallons and I do encourage anyone looking for a propane company to give them a call.

  

  Business response

  08/20/2024

  Dear Mr. **************** you for your patience as we carefully reviewed your situation. After further consideration, our previous decision has been overturned by ***** *****. We sincerely apologize for the inconvenience this has caused you and your family.
  As a gesture of goodwill, we have applied a one-time $75.00 credit to your account, which can be used on your next order. We hope this helps in some small way.
  Please feel free to reach out if you have any further questions or concerns.
  Sincerely,
  ***** *****
  Pinnacle Propane

  
  

  Customer response

  08/20/2024

  I am rejecting this response because:   I have NO idea what this last response is talking about. Here is what they said: 

  Dear Mr. ******************* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">Thank you for your patience as we carefully reviewed your situation. After further consideration, our previous decision has been overturned by ***** *****. We sincerely apologize for the inconvenience this has caused you and your family. As a gesture of goodwill, we have applied a one-time $75.00 credit to your account, which can be used on your next order. We hope this helps in some small way. Please feel free to reach out if you have any further questions or concerns.
  Sincerely,
  ***** *****
  Pinnacle Propane

  To close this situation out, I went ahead and paid the $61.87. When my propane level gets to 10% I will have Pinnacle come get their tank. I have seen comments from other customers and they had many similar complaints against them. Just click on this link ********************************************************************************************************************************************************* to view the kind of company that is supposed to tereat customers correctly.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stopped my service with them during the pandemic. I returned their bottles and even paid their last bottle rental fee. Three times I have received either phone calls or mail telling me I still owe them money. They have looked at the account and have told me that they show the account closed.Please let them know that Im tired of calling them and straightening this error! Ive been told that the account was closed and its their computer error.

  

  Business response

  06/17/2024

  Hello Mr. *************** name is ************************* and I am the ********************** Manager for **********************. It is nice to e-meet you although I wish it was under better circumstances.

  I sincerely apologize for the calls and the balance due on your account. I can confirm that you should not have been charged and your balance should be zero and I have taken the extra steps to ensure we remove this charge from applying in the future. I have worked with my team and we have identified the issue that lead to this error and I can assure you we will resolve your account internally without additional effort on your end. 

  I certainly wish that we could have turned your experience with us around with us and I hope that in the future you are able to consider us for your propane needs.

   

  Thank you,

  *************************

  ********************** Manager

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a home in December 2023 with a propane tank on the property that was being serviced by Pinnacle propane. The gauge was apparently broken and it showed I had propane left in the tank. However, in late February I began smelling propane gas in my home and after having a plumber come check my home for a potential sewer gas odor, I was advised it was due to my furnace having run dry of propane. This occurred even though the Pinnacle propane tank had a monitor installed. Upon notifying Pinnacle Propane on 3/1/24 of the urgent need for propane, they advised it could be a few days before they could deliver more propane. Cold temperatures in the 30s were still occurring so this was unacceptable to me. I notified another propane company and had a new tank installed and propane available to me within 24 hours.I then notified Pinnacle the same day to cancel the request and come pick up their tank. With no action on their part, I notified them again on March 13th, April 4th and April 12th to come pick up their tank and it is now May 13th and the tank is still on my property. I want the tank removed NOW. Please help me make this happen. Or, is there a way I can charge them for their property being left on my property after multiple requests for its removal? I need help as the only response I receive is they will get to it as soon as they can.Thank you!

  Customer response

  06/14/2024

  The propane tank was picked up by Pinnacle on 6/13/24.  This complaint can be closed.  Thank you so much!

  

  Business response

  06/17/2024

  Hello ******************,

  My name is ************************* and I am the ********************** Manager for **********************. It is so nice to e-meet you although I wish it was under better circumstances.

  I sincerely apologize that you were not able to get a timely delivery and upon cancelling service, had to make multiple requests for us to come and retrieve the tank. While it seems very simple to pick up a tank, Kansas does have requirements for who is certified to execute a tank pick up for safety & regulation reasonings. Unfortunately we have been severely short staffed in those positions required and have had to flex these resources around the country to support which is what lead to the long lead time to pick up your tank and resolve your account. As we take our customers' and our employee's safety very seriously, it was important for us to secure the correctly certified employee to execute this for us, however I do completely understand that our communication of this to you could have been better and for that I sincerely apologize. I have worked with my ******************* and shared your complaint and we are continuing to work together to improve in this area.

  After looking into this situation, I am happy to see that we picked up the tank last Thursday 6/13 which resolves your account & complaint with us. While I certainly wish that this situation had not happened, I do want to sincerely thank you for reaching out and sharing your experience with us. I do hope that in the future you would find it in your heart to allow us another chance to service you and your propane needs.

  *************************

  ********************** Manager

  **********************

   

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In November 2023 I contacted Pinnacle Propane and spoke with *************************** who provided me the costs of setting up service with them. I was provided a quote in the amount of $110 for tank delivery, setup and leak check. I agreed to that. In our conversation I asked about any additional costs for equipment/parts and he said their should be none. However, when the delivery was made and after the worker used MY TOOLS to dig the trench, he presented me with a bill for $493.24 which is well over the $110 that was discussed and agreed to. Then when the fuel was delivered, I was over-charged the wrong price per gallon. They did correct the price of the fuel. And through not fault of my own I cancelled services and was told the removal fee was $125 and everything else would be refunded back to me. However, again I was charged more. I was charged $120 for a pump out fee when in fact the tank was NOT pumped out and removed still full of fuel. They cannot charge me for a service that they did not perform!! They determined my refund should be $579.92. I believe that they should honor their employees' word and what I agreed to, making my refund $1085. I paid a total of $1364 for a service that was only set up and removed within 2 months and no fuel at all used. $1364 minus $110 for set up, $120 for removal, and $49 for their taxes and fees, leaves $1085 that should be refunded back to me. It is not right nor professional for a company to provide a break down of costs to reel in new business, perform the service, and then add additional charges not discussed or agreed to. The kicker is...I STILL HAVE NOT EVEN RECEIVED THE REFUND THEY CLAIM THEY OWE ME. 3 months and still no refund!!!! When asked about my refund, I get lied to and no one will step up and do the right thing!!! Maybe I should charge them interest on my refund??

  

  Business response

  05/09/2024

  Dear ******************
  
  Thank you for being a customer with us since 11/2023, I am sorry to see that you are marked as an inactive customer with us and my hope is to provide a satisfactory resolution for you. Thank you as well for bringing your concerns to our attention via the Better Business Bureau. 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 I am thoroughly investigating the matter to ensure a satisfactory resolution.  I do see quite a bit of activity on this issue in the month of April which is when this complaint was submitted. My ******** Care Supervisor by the name of ************************* has been in contact with you and I echo her sentiments that it is not a normal procedure to take this long to issue a refund. The good news is that I see a refund check was issued on 4/24and it should be received by you shortly.
  
  I am happy that we were able to issue the refund and I sincerely apologize that it has taken this long to secure your refund. Please accept my sincerest apologies and should you have any further questions or concerns in the meantime, please don't hesitate to reach out to me and ****** directly at ****************************************** Your feedback is invaluable in helping us improve our services.
  
  Thank you for your patience and grace.
  
  Sincerely,
  *************************
  ******** Care Manager
  **********************

  Customer response

  05/13/2024

  I am rejecting this response because:   THIS ISSUE IS NOT RESOLVED APPROPRIATELY OR EQUITABLY.  Pinnacle Propane has made no attempt to correct this issue.  They have done nothing to honor their quote for initiating business nor reimburse me for deducting a fee from my refund for a service that was not rendered.  The quote was $110 for tank set up, plus $9 for each foot of line over the first 15 feet.  The original amount should have been $253 for tank set up and 13 extra feet of line.  (They claimed more feet than what the actual measurement was). I definitely feel like I was a victim of "switch and bait" tactics.

  Therefore, Pinnacle Propane owes me an additional refund in the amount of $373, which includes $227 for the difference in the quoted amount + $120 for the non-rendered service they illegally charged me for.  

  I WILL NOT consider this issue resolved until I receive the refund of $373 that I am entitled to and owed!!

  

  Business response

  06/17/2024

  Hello ******************,

  Thank you so much for your patience with me while I work with all parties involved to rectify this situation for you. It undoubtedly took me much longer than I expected and I am grateful for your patience and ***** while I ensure I do everything I can for you in this situation.

  I sincerely apologize and understand that you do not feel the refund of $579.92 was not sufficient for this situation. I have worked with my team internally to correct where the ************* Representative made the mistake of incorrectly quoting the total price of the Installation cost. While ******************** was correct at quoting that the price of the tank would be $110, he was incorrect in providing assurances that there would be no additional cost as there is most definitely additional costs involved such as the labor costs of our Service Technicians, additional line, etc.  We strive to ensure that we are communicating clearly and effectively and in this case we have made a mistake. After carefully reviewing your account, what I would like to do is offer to price match the $110 tank installation fee as I can completely understand where the confusion lies and where the misinformation was shared.

  I also wanted to make sure to address you other concerns mentioned such as the tank pick up fee ($125) and the pump out fee ($120). While I completely understand your decision to discontinue service with us, these two fees are clearly stated in our General Terms & Conditions of Service and unfortunately cannot be refunded (*****************************************************). These fees are required to cover the costs associated with returning and refurbishing the tank for the next customer as well as a pump out fee is industry standard due to the safety & HAZMAT risks involved. I do want to assure you that we did indeed pump out all of the gas that was purchased which totals 400 gallons however for safety we do not always pump the gallons out on site. The decision to do this back at the office yard was made solely to protect you, your property, and your time as with the amount being pumped out it would have taken around 5-6 hours to complete safely. Please rest assured that these 400 gallons were refunded back to you per the initial check received minus taxes and fees which are non-refundable. I have attached the system proof of the amount and date of the pump out for your convenience.

  While I certainly wish your experience came out with a better result, I am thankful that you spent the time and energy by reaching out and sharing your experience. Your feedback is incredibly valuable and is something that should not have happened but I am thrilled to have the opportunity to close the gaps in our processes to ensure that other customers do not experience the same situation. I will personally be following up with our finance department to get the additional sent out to you as soon as possible. 

  If you have any additional questions, please feel free to reach out to me directly at *********************************** I will be alerting you as soon as the check leaves the office.

  Thank you again,

  *************************

  National ************* Manager

   

   

   

  Customer response

  06/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I do not have a business relationship with Pinnacle Propane. They continue to call me regarding account *******, which is not me. I have called before to tell them this is not my account but they continue to call me. They need to STOP NOW.

  

  Business response

  04/16/2024

  Hello *******,

  My name is ************************* and I am the ********************** Manager here at **********************. It's so nice to e-meet you although I wish it was under better circumstances.

  I received your complaint ******** submitted on 4/10/2024 and I want to sincerely apologize for the inconvenience you've experiences with our calls. I completely understand how irritating and alarming it is to have a company call repeatedly to collect overdue balances - especially when it is not you we are trying to reach - and I can only imagine the impression this must have given you as someone who has not done business with us previously. Please know that it is never our intention to provide customers with a poor experience and we try to do everything in our power to prevent this from happening. We know we are human and make mistakes and it is never about the mistakes made but how you recover that is important.

  I have removed your phone number from the account so no more calls will be placed to it. In addition, I have added you to our TCPA calling database to remove you from all lists, please be aware this may take up to 10 business days to take into effect.

  Thank you for taking the time to share your experience with me and please feel free to reach out with anything you may need in the future!

   

  *************************

  Pinnacle Propane

  National **************** Manager

  ****************************************

*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. ↩