ComplaintsforPinnacle Propane, LLC

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ? Friday, ?June ?30, ?2023 ************************* **************************************************************** ************ ************************ To Whom It May ************ year I inquired about having service with Pinnacle Propane LLC. and asked a tank to be replacing one of ******* Propane. There was a bit of troubles, as Pinnacle stated I wanted to stay with ******* Propane. This was not the case and thought we had fixed the minor issues and was to have a tank placed. It was my understanding that the driver/installer first date to swap tanks was January 16th. So several days before this I spoke with someone, who indicated they would send an e-mail and set a time to set a tank. Well, wires got crossed and the person came in on January 16th and left some nasty ruts in the yard, as it was just after a snow melt from the day before. Okay, fine it's not horrible, but they also move the other tank near the road and never put any fuel in the newly placed tank. I returned a call and the person told me by law someone had to be to check the stove for pressure or ? Having sent an e-mail to the company and another follow up call, and was told they would call. Someone did just that, but I returned their call and again sometime later, which has now been over two months. Still not a word or has anyone that I'm aware checked the tank/stove or anything else. I wouldn't think a company can make any money, if there is not propane being used, as I've not been here much, but clearly have tried to reach out to get this matter addressed.Please make arrangements to place the 150 gallons in the tank and paint it, and check whatever is needed to do so. Also, please move the tank next to my other "YELLOW TANK", as it's been here since January. No one was here at the time and we can deal with the ruts inn the yard, but PLEASE e-mail a time and some dates that will work to have some here to provide whatever needs to be done to inspect the tank, stove, heater etc. With a person here could have fixed this 6 + months ago and would hope this letter can address any issues and resolve them ASAP. I would want to call to make arrangements to fill, not be one call whenever someone comes by.Being an elder disabled person It would appear I've been abandoned. As one would expect a proper bill and receipt, once this issues is resolved.I've read a lot of reviews and my area appears to have only 1 star service. Had I make a mistake changing over?My contact information for e-mail is above and request to be contacted via E-mail, as most of my return phone calls are not returned.Thank you,*************************

  

  Business response

  07/17/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. Based on the notes on the customer's account the customer requested the tank to be set on 1/16/23 and that is when we set the tank. Based on the work order the customer was not home. The leak check failed on that date and no one was home to allow access to the appliances for the service tech to perform a leak check, so it was locked off for safety (copy of WO attached). The customer has been emailed with some days that we are available to meet with him to complete the services that he is requesting. I have attached a copy of that email as well for reference. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

  Customer response

  07/17/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I receive credit from *********** from Ozarks Action. It isautomatically sent directly to Pinnacle propane. The last time I requested a delivery of propane, I asked the secretary how much credit was available to me on my account. She advised me that I had $1040.00 credit. I was then delivered the propane, which was under $1040.00 because I have a 500 gallon tank and there was 37% of propane already in the tank. I told her to deliver the amount coming to me. Since then I have been billed $172.43. Part of this is for pro contract and I dont pay rent on my tank . the other part is for rent on the tank. I have my original pane and

  Customer response

  06/30/2023

  my original contract  shows that I dont pay a rental fee for the tank.  This compan with Titan Propane and it

  

  Business response

  07/17/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. Pinnacle removed the lease fee from the account and ensured the customer will not be charged a lease fee in the future. Due to the error on Pinnacle's part advising the customer she had more funds on account than what she had, Pinnacle wrote off the $77.69 in excess propane that was delivered. 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

  07/19/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December 2022, Pinnacle overcharged me by $1300. They have continuously acknowledged the issue but REFUSE to reimburse me. They keep bills for me to pay each month for the propane I use, but they refuse to pay me the money the owe me. Additionally, the propane tank that THEY OWN on my property is leaking. They acknowledge the leak but tell us they cannot do anything about it until we use all the propane up. While my family and neighbors are in danger from a leaking prop a tank, they say empty it first but using it all. Seriously? Can they not extract propane? This company is terrible.

  

  Business response

  06/29/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. The customer has been contacted. The customer's account was credited for the mischarged delivery on 4/27/23 in the amount of $1293.55. Two technicians went to the customers house on 6/6/23 and checked for leaks. The technicians wrote in detail what needs to be done as well as explained all this to the customer in person. The customer signed the work order and did not mention any concerns at that time. The technicians explained it is a very small leak that is not a hazard to anyone as the tank is 50ft from the house and underground. Extracting the propane in the tank is more dangerous than letting the tank go empty to make the repairs. Once the tank is empty, Pinnacle will make the repairs needed. Please see attached work order from 6/6/23. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

• Initial Complaint

  06/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ON July 22, 2022 I pre purchased 350 gallons for $878, on 10/10/2022 i received the first fill from the pre buy. I received a Bill shortly after and every month since then and i have called Pinnacle every month since receiving the first bill in November that my statement was wrong. They have not corrected it. I just received this months bill and they have finally made a modification instead of correcting the bill they falsified a delivery to account on 5/01/2023 that never happened. in doing so the remaining gallons that was for the original delivery(october 2022) was erased and the amount due stayed keep the balance of ******. A deliver on 5/01/ 2023 never took place. the delivery driver came by on 5/10/2023 to do a tank check and delivery but no propane was needed or delivered. Every time i have called i have asked to speak with a manager or whoever will be able to resolve the issue and they have told me no and that i would receive a call back once the issue is resolved. I have never received a call back from a pinnacle propane representative. I would like the false balance showing on my account removed.

  

  Business response

  06/27/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. The customer has been contacted, the account adjustment issues have been addressed and corrected. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No gas due to continuous leak from their tank. Their tank is underground and too low and rain water keep settling around it. So they use that as an excuse not to give propane. The tank is their tank. They need to change the tank out and sit it up higher. We cant bath or cook because we have no hot water or gas. 4 people including kids live here.

  

  Business response

  06/12/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. Customer has been contacted, tank issues have been addressed and tank was filled. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 29 March 2023, I contacted the Pinnacle ****** office due to billing concerns. I spoke to a male representative at 1:18 p.m. (phone log time). The representative assisted me in understanding how to calculated the propane bill. He provided Pinnacles conversion formula of 1 cubic foot propane = ***** gallons of propane. He then proceeded to use the meter reading dated 3/21/23 to demonstrate. ***** ***** = **** * ***** = ***** qty used As a result, he identified a miscalculation on my upcoming bill. The current quantity calculated is ******, which is over by **** and resulting in an overcharge of $29.90. Unfortunately, this discrepancy and oversight has led to self-initiate an audit of all my previous transactions. The results have identified an overpayment of $465.12 from 2/5/2021 to 3/21/2023.

  

  Business response

  06/02/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. Customer has been contacted by a member of our management team via telephone and email. Explanation of the operating system inside their home and billing conversion has been forwarded to the customer as well. ********************** has also applied a credit to the customer's account as a token of our appreciation for being a customer. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

  Customer response

  06/07/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have propane service thru the pinnacle propane. I have a house in ******** ** which is not occupied since we have done the closing in 2021. All this time my gas bill was minimal service charge but this Feb they billed me for 180g in the amount of $596.56 with out been used. Like I said the house is completely empty not even a refrigerator in there. Upon telling the pinnacle staff they are telling me someone was there in Feb and used 180gal of gas. Had my lawnmower person check to see if there is any leaks which he denies and states this company has been charging other neighbors in the same subdivision some crazy amount of gas usage. So basically they are ripping off customers like me.

  

  Business response

  05/30/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. There was an error made when entering the meter reading for 5/18/23, it has since been corrected. Customer can log onto their ********************** account to see the updated balance due on account. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Pinnacle Propane picked up my tank in December that still had propane in it. I was told to expect a refund for the remaining propane after their restocking fee.In March I realized I still had not received anything so after checking my account and seeing roughly 190$ credit I called on the 7th regarding the fact I would like that refunded (which is, historically, been a mailed check). I was told by the operator she was submitting it and to expect it in a few weeks. March 15th comes and I was told by the guy that he saw nothing in the account so it was most likely processing. March 20th I call again, two different times and was spoken rudely to by the operator and given a number in which to call the billing department - which was a fake number. I was also told accounts are general processed end of month and I should receive the refund by the beginning of april. April 7th (30 days after initial contact) I call and speak to ****** - she states there was no actual refund processed and that she would do so immediately. She did not get off the phone until she said it was completely finished. That due to the amount it only needed supervisors approval and made a note in my account. Also that other than my call from the 15th no other notations were made. Called again April 20th - the gentleman said the account showed refund being processed and recommended I call back after the 1st. I also was given an email address which I emailed May 2nd requesting my refund and/or contact from a supervisor. May 9th I sent a follow up email for the one May 2nd and sent the same email to a second email I was able to locate for Pinnacle. May 11th I called and spoke to ****** who stated she was sending an email to request contact for me from a supervisor as I had received no response to my emails or contact from a supervisor. I also informed Pinnacle via email at their web-pay@ and their cares@ emails that I would be filing complaints with ************************** if I did not hear from someone by EOD 5/11

  

  Business response

  05/30/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. The customer's refund check #******* was mailed to the customer on 5/17/23. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

  Customer response

  05/30/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 29 July, 2022 I entered into a prepurchase contract with Pinnacle for 500 gallons of propane to be delivered on request. I paid $1400 for this contract. On August 4th I received my first order of ***** gallons and this was subtracted from my contract. I requested the contract be closed out on Feb 9th 2023 with a delivery for 239 gallons. The delivery was made, but instead of taking the amount out of what I prepaid, they charged my credit card for that order. I noticed the charge on my credit card in March and contacted Pinnacle to have them correct the billing. It took over six weeks to have the contract credited (on April 20th 2023), but I have still not had the charge credited back to my ***** I have called multiple times. On April 26th I was told the request for refund was made and may take up to 5 business days to complete. After a week (May 2nd) they said they mischaracterized the charge back so it was denied. When I called yesterday (5/8/23), they said that they were in the process of refunding but couldn't supply any sort of verification and I still don't see anything to indicate a refund. I should not have to hound Pinnacle for two months to get this billing error corrected, and I have still not been made whole.

  Customer response

  05/09/2023

  These files were added to the original complaint but are not showing up in the file.

  

  Business response

  05/11/2023

  Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working to resolve these issues. The customer's refund was processed 5/10/23. ********************** has also reached out to the customer and advised them the refund has been completed. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. 

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  For 2 months straight now (March 2023 and April 2023) I have been overcharged on my gas bill by this company. They continue to turn in incorrect meter readings for customers thus overcharging them on their bill. This company needs to be held accountable for overcharging customers.

  

  Business response

  04/17/2023

  I believe this complaint may belong to Alliant Gas LLC instead of Pinnacle Propane LLC. I have searched our (Pinnacle's) databases by Name, Address and Phone Number and was unable to located an account for this person or location.

  Customer response

  04/17/2023

  I am rejecting this response because:   Alliant Gas is a subsidiary of Pinnacle Propane.  Pinnacle needs to contact Alliant to solve this problem. 

  

  Business response

  04/26/2023

  Yes, the customer was overcharged because of an error made during the meter reading process. The customers meter read has been adjusted and the following bill will reflect the correct meter read. The customer's account has been credited for the mistake. 

  Customer response

  04/26/2023

  I have reviewed the business response and accept this resolution. 

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