ComplaintsforPinnacle Propane, LLC

• Initial Complaint

  03/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When Pinnacle Propane purchased United Propane there were not many issues although price of propane is extremely expensive. Our problem is harassing phone calls from an employee named ****** who keeps asking for $400. Owed Pinnacle when we supposedly made a partial payment. We have told her repeatedly that we have all our invoices from 2023 and they all say paid in full no balances due. Each time she calls we tell her to send invoice for the amount and date and she says she will. For 8 months now she still has not sent invoice but keeps calling asking for money. There seems to be no way to stop her calls. Dont know where to go to get her to stop.

  

  Business response

  04/01/2024

  Subject: Your Recent Experience with Pinnacle Propane
  Dear Mr. ***** *******************,
  I hope this message finds you well on this lovely April Monday. My name is ************************* and I will be handling this incident for you through to resolution.
  I am writing to let you know we have received your complaint through the Better Business Bureau and please be assured that we are taking it very seriously. I sincerely apologize for the experience you recently had with Pinnacle Propane. Your satisfaction is of utmost importance to us, and we regret any inconvenience or frustration our service may have caused you.
  Our team is currently investigating the matter to understand the root cause and ensure that appropriate actions are taken to prevent such occurrences in the future.
  In order to provide you with a comprehensive resolution, I will be reaching out to you directly via email from our dedicated inbox at ***************************************** within the next 5-7 business days. I am currently working diligently with my ****************************** to address your concerns, provide all the necessary invoices, and work to find you a resolution as quickly as possible. In the mean time, I have had you removed from the calling lists so that you should be able to find the calls stopping as of today 4/1.
  Once again, I apologize for any inconvenience this may have caused you. I do want to thank you for taking the time out of your day to provide us with the feedback as it is invaluable to us as we strive to improve our services and customer experiences.
  Thank you for your patience and understanding.

  
  Warm regards,

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

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

  Customer response

  04/03/2024

  Read your response to ** and the information from Pinnacle.  First thank you for your quick response to our complaint.  That is much appreciated.

  We will wait to receive a solution from Pinnacle before we say that this has been handled successfully.   They have advised us through your email that they are working on this so feel like we should wait and see what they do.  

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

   

• Initial Complaint

  03/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Friday March 8th 2024 We had 50% on our tank and we are on a will call list for propane fill. We left town for the weekend of March 8th and came home Sunday March 10th. A driver came to my property and proceeded to fill the tank without a phone call to us prior. Also, we did not call for a fill on our tank before they came out. They overfill my tank so they had to empty the tank. Well they turned off our gas to our house during a cold front that resulted in 20 degrees Friday Night going into Saturday afternoon. We arrived home with no heat and the home was at 50 degrees Sunday afternoon. We have pets in the home and water pipes. We luckly had an electric heater on low but now our electric bill is going to be sky high. I want this company go be reviewed. How can they come onto a property that has prepaid propane, fill it without permission or a call then proceed to overfill and leave the property with no heat.

  

  Business response

  03/15/2024

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

  
  I apologize for the inconvenience and distress caused by the unexpected propane delivery and subsequent issues you experienced. This is not the level of service we aim to provide. Upon reviewing your complaint, it appears there was a miscommunication or error in our scheduling process that led to the untimely delivery.

  
  Regarding the propane delivery, our records indicate that you signed a Smart Buy agreement in November 2023, which removed you from will call status and enrolled you in a scheduled delivery plan. However, this does not excuse the lack of communication and overfilling of your tank. We are investigating internally to prevent similar incidents in the future.

  
  We understand the impact on your comfort and safety and would like to offer assistance. Please provide a copy of your electric bill, and we will review it for possible reimbursement or compensation for the additional costs incurred.
  I appreciate your patience and understanding as we work to address this issue. If you have any further questions or would like to discuss this matter further, please do not hesitate to contact us. 

  Sincerely,

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

  

  Business response

  03/15/2024

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

  I apologize for the inconvenience and distress caused by the unexpected propane delivery and subsequent issues you experienced. This is not the level of service we aim to provide. Upon reviewing your complaint, it appears there was a miscommunication or error in our scheduling process that led to the untimely delivery.
  

  
  Regarding the propane delivery, our records indicate that you signed a Smart Buy agreement in November 2023, which removed you from will call status and enrolled you in a scheduled delivery plan. However, this does not excuse the lack of communication and overfilling of your tank. We are investigating internally to prevent similar incidents in the future.

  
  We understand the impact on your comfort and safety and would like to offer assistance. Please provide a copy of your electric bill, and we will review it for possible reimbursement or compensation for the additional costs incurred.
  I appreciate your patience and understanding as we work to address this issue. If you have any further questions or would like to discuss this matter further, please do not hesitate to contact us.

  
  Sincerely,

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

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Pinnacle Propane on 2/6/24 to set up a new account for a home I purchased that had an existing rental tank. On 2/14/24 I was charged $704.48 for 250 gallons of propane that was never delivered. Upon calling them, they said an investigation needs to happen prior to my refund into where the propane was delivered, which isnt my problem. My tank is empty and I dont want the propane as I am now switching to a company who has cheaper prices. They still refuse to refund my money until the investigation is over and have not offered for someone to come look at my empty propane tank and issue my refund. It doesnt matter where the propane went for me, what matters is I didnt receive it and stop holding my money. Also refused to send me the contract and is stating their propane tank will have to remain on my private property for months due to a waitlist.

  

  Business response

  03/11/2024

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

  Thank you for bringing this matter to our attention. We regret to hear about the issue you experienced and understand the frustration it may have caused. We are actively investigating the matter with our service center to provide a quick resolution. We understand your frustration regarding the charge for 250 gallons of propane that youve advised was never delivered.We assure you that we are taking this matter seriously and will work to resolve it promptly.

  
  While we can't change the outcome, we value the opportunity to learn from this experience and improve our services.
  Please rest assured that we are committed to resolving this issue and will keep you updated on our progress. Thank you for your patience and understanding.
  
  Sincerely,
  
  *********************

  

  Business response

  03/15/2024

  Subject: Resolution of Complaint #********
  

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

  
  I hope this message finds you well. I wanted to address your concerns regarding complaint #******** regarding the account at B101 ************. I sincerely apologize for the delay in our initial propane delivery and the subsequent delay in processing the refund and tank pick-up.

  
  I'm pleased to inform you that the refund for your account has been processed, and the account is now closed. The refund was processed on 2/19, and the funds likely appeared back on your card within 2-3 days of that date. Additionally, the tank associated with this account was picked up on 2/20.

  
  Your feedback is invaluable to us, and we are continuously working to improve our services. If you have any further questions or concerns, please do not hesitate to reach out.

  
  Sincerely,

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

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ******************* <********************>10:29AM (2 hours ago)to *********************************** I have forwarded the email confirming the order was placed on January 3rd 2024.Please note my tank is at 0% now.I called about the order Jan 16. They said it had not been sent to the ******* ** office, they promised to correct that.I went by the ******* office on Jan 22. The lady could not find the order in routing.I went by the ******* office on Jan 31. The order still was not showing in routing. She sent an email to someone.My tank is empty. This is our only source of heat! We live *************************************************************************************** tonight.If the delivery is not made today, it could be several days before the location can be accessed.This has the potential to be a life threatening situation!

  

  Business response

  03/11/2024

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

  Thank you for bringing this matter to our attention. We understand the urgency of your situation and apologize for any inconvenience this has caused.
  We are currently researching the details of your order and the delays in delivery. We will provide you with an update as soon as possible.
  Please know that we are committed to resolving this issue promptly.

  
  Sincerely,

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

  Customer response

  03/11/2024

  I have reviewed the business response and accept this resolution. 

  That said, I feel that Pinnacle Propane has serious problems with their centralized delivery routing. I am not the only customer in my area that has had a problem getting timely deliveries.

   

   

• Initial Complaint

  12/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business had a billing system change causing me to be billed three months all at the same time during last winter where we used gas to heat our home. Once I received all the bill I called and paid them in total. I received a notification from *********************** in writing that there was an error with my January ****. She gave me my total and I paid over the phone. Almost a year later today I called to pay my monthly bill over the phone and was now told I owe ****** . Per the email I received and the calculations I completed this error ****** mentioned is the difference Pinnacle is trying to charge me including I'm assuming late fees.

  

  Business response

  03/11/2024

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

  
  Thank you for reaching out to us regarding your billing concerns. We understand the frustration this situation has caused and want to assure you that we are taking this matter seriously. We are currently in the process of researching this issue to better understand what happened. We will provide you with an update as soon as possible.
  We appreciate your patience and understanding.

  
  Sincerely,

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

• Initial Complaint

  10/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  PINNACLE PROPANE SERVICE has kept telling me every call I made to them AFTER getting my payment for propane I never received that they dont have me routed & each time they tell me they have me in. PINNACLE DRIVER came today FINALLY at 3 35 pm Oct 3Oth. I caught him outside to tell him to move the tank where I showed him before where i wanted it BC its in the WAY where he has it. He yelled, said NOT TODAY AFTER he told me he would move it when he come pick up the neighbors tank WHICH he NEVER moved it at that time YET did get the neighbors tank picked up...This man **** is very IRRESPONSIBLE. I found out WHY he didnt show weeks to give propane when I expected him after my payment, all was due to him being at the BALLOON FEST. The Neighbor told me THEN the 3rd call to Pinnacle, they told me. They said Hes the only DRIVER in my area... This man LEFT my place without moving tank in different position out of the way and did not give me my propane liquid!!!

  

  Business response

  11/01/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. A propane delivery was made 10/30/23. The driver advised the customer that they would have to move the disabled car in order for the driver to access the tank to move it. Once the vehicle is moved Pinnacle will then move the propane tank the the desired location. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

  Customer response

  11/01/2023

  I am rejecting this response because:   

  *********************** vs Pinnacle Propane LLC.

  Driver ********************* FINALLY arrived at my site at Oct 30 3:32, Left 3:35, Stormed off not filling my tank or reposition tank b4 filling it.

  I approached him to remind him to reposition tank for its in the way as I told him times before plus I let office personel know and they said they note it to give him. Last time he was here weeks ago at my neighbors he told me he has to come back pick up a tank & will repoistion it then but he never did! yet did pick up a tank from neighbors. My male neighbor witnessed his behavior toward me. The man does not stand still nor look at me while I try talking to him. He ignores me!!!! He does not treat the men here like this at all. This behavior is discriminating against women. I wanted to be heard, listened to but he ignores, neglects. Hes irresponsible. I will not pay more what *** already paid agreed on 75 % from 17 I had before he arrived. At his arrival I was down to 15. He over fills making the cost more. I paid in September, was expected to be served by oct 1st. Last year the man said he takes cash when I told him I had cash to pay, thats when he camecto site to look at things. However, when he came back to serve me I changed my mind to pay by card. He said he cant take card, I had to call it in. So I did. I found out Drivers are NOT suppose to take cash nor card. Now I know hes a dishonest person as well as nasty to me as a customer.

  I had not used the heat at all until 2 days b4 he shown up, so it was on 17 since last feb. I didnt use the heat bc I was told not to let it go down past 20 that I need to call for refill when it gets on 20 or it will have a bad smell. My car had sat where it is when he first placed the tank where he did so my car is no excuse to not reposition the tank as discussed before.

  Thank You, ******

• Initial Complaint

  10/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Paid for propane a week ago and still cant cook or bathe because the company admittedly forgot to send an email and instead of correcting their mistake immediately, they are telling us MAYBE they will come out tomorrow. I have 6 kids under 12 years old. This is absolutely unacceptable. Called back to ask to speak to a supervisor and after putting me on a long hold the receptionist ******** claimed her supervisor was on lunch and she isnt aware of the length of time allotted for their lunch break or when her supervisor would be in again. This is absolutely not ok! I just want what I paid for and was promised a week ago!

  Customer response

  10/17/2023

  Now they are retaliating to the original complaint by adding a fee to check for leaks which was not requested nor is it needed. They checked for leaks less than 6 mos. ago. They are also requiring that someone be home during that time which requires loss of wages on my part.

  

  Business response

  11/01/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. Pinnacle apologizes for any inconvenience caused. Propane was delivered 10/19/23, there were no additional fees charged to the customer.  No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In July of this year I purchased a contract from Pinnacle as I have done every year back to Heetco days. The total came to about $2,000. This included a summer fill. Pinnacle put 100 gallons in my tank for the summer fill on 7/5/23. Without my authorization they put in another 321 gallons on 7/17 as part of their autofill program. I didn't expect an autofill since they just put in 100 gallons on 7/5. I am not allowed to use my contract gallons until 9/1 so now they are trying to charge me $617 in addition to the $2,086 I already paid. I have called them 5 times to straighten this out. They just need to deduct the ********************************************************** resolve this issue.

  

  Business response

  10/11/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. We have adjusted the customer's account and debited the 321 gallons of propane from the prebuy contract. The outstanding balance on the account is for the yearly tank lease. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Pinnacle Propane is billing ** for a delivery of propane which we never received. The ***** ******** ******, states a delivery at *************** on 11/17/22 with a balance due of $302.72. Our physical address is ***************************************. Our first delivery from Pinnacle was in January of 2023. I have repeatedly brought this billing error to the attention of the local office personnel in *******, **********. They have repeatedly assured me that our bill would be corrected with no adverse effect to **. We recently received a letter from a collections agency regarding our balance with Pinnacle. As of 9/25/23, our online account access still shows the original balance due of. $302.72 with an additional $10 collection fee added, bringing the total to $312.72. Pinnacle Propane needs to immediately remove these false charges to our account including any and all collection fees, as well as withdraw our account from any and all collections agencies, and clear our name with credit reporting bureaus. Thank you.

  

  Business response

  10/12/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. We have adjusted the 11/17/22 delivery off. The customer's account is at a zero balance. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

  Customer response

  10/16/2023

  I have reviewed the business response and accept this resolution. Thank you!

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 5/2/23 I called to make a payment on the account I have under a business. I was informed my credit card was decline so I presented a 2nd card and was informed the payment was successful. I then noticed the statement on the card that I was told declined, was charged $573.66. I called on 5/17 and spoke to ******* and send her my proof of statements on my cards being charged twice. I was informed a refund would be submitted. I followed up via phone and email 3 times after that and spoke to ****** on 6/29 who told me the refund was not submitted but she completed it and send me an email after with the form. On 7/12 I still have not received a refund. I spoke to ****** and she said she was going back and forth via email and she isnt sure why the refund has not been received. I have been charged $60+ in interest fees waiting for this to be resolved for 2 months now. Where is my refund and when will it be received? I would also like reimbursement on my interest charges accrued while waiting for this refund.

  

  Business response

  07/13/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. Pinnacle has issued a refund to the customer's credit card in the amount of $573.66. We cannot refund the card for more than the original charge. The delivery the customer made payment on occurred July 2022 and was seriously past due. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

  Customer response

  07/13/2023

  I have reviewed the business response and accept this resolution. Can you provide the date the transaction was processed on the attachment of the refund? 

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