Additional Complaint Information
Customer Complaint:
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Complaint Details
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Initial Complaint
01/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
have been trying to reach pinnicle on there web page---cannot open the page to log in---keeps going back to home page---have sent numerous emails ---no response to any of them----Impossible to reach by phone
Business response
03/16/2022
Business Response /* (1000, 5, 2022/02/02) */ BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working around the clock to resolve these issues immediately. Pinnacle has been in contact with customer on 1/27/22. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. Consumer Response /* (3000, 11, 2022/02/18) */ I filed a compaint 3-4 weeks agonever heard back from youI am still having a problem with Pinnicles web siteI called to pay my billbothe cards were not approvedcalled my cardsno request was made from Pinniclenever have had such a hard time paying my bill Business Response /* (4000, 13, 2022/02/22) */ Customer Compliant: RE: Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXXX) Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working around the clock to resolve these issues immediately. We have contacted the customer. Visa payment has been made for delivery. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.Initial Complaint
01/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Pinnacle propane out of Texas bought a local Lawrence propane company approximately a year ago. No local contact now. When you call the local number you get a person from various states IL, Arkansas. Have called 13 days ago to order propane and was told it would be 6 days for delivery. Have spent hours on the phone speaking with multiple people. Was told a supervisor would call back and have not heard anything. Temperatures below freezing and about to run out of propane. By the looks of the reviews of this company multiple people have the same complaint. I am filing this complaint for a elderly family member who has cancer. At 7% for propane at this time.Business response
02/25/2022
Business Response /* (1000, 5, 2022/02/02) */ Pinnacle Propane is unable to provide a response to this complaint as the name and address are not that of a customer we currently service. Please provide service name and address so we are able to fully look into this complaint. Consumer Response /* (3000, 7, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) In my complaint I mention that I am filing this for an elderly family member. If you check your reviews you will find that many of your customers had this same problem. Business Response /* (4000, 9, 2022/02/04) */ Please provide the name and address of your family member so we are able to look into the complaint, without this information we are unable to look into the complaint.Initial Complaint
12/15/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In 2019 we cancelled our propane service with Pinnacle Propane Co. and requested that they pick up their 1000 gallon tank from our property. After several months of calling the tank was finally removed from along side of our driveway. That was over 2 1/2 years ago. Three months ago we received an invoice for tank rental for a tank that has been gone from our property for over two years. We called the company and explained being told that they would make the correction. The next month another invoice again, followed by another phone call with no resolution. Next a written letter didn't work and now to add insult to injury they have turned us over to a collection firm. As of the 15th of December 2021 we have had enough of the run around from Pinnacle Gas Company and their agents. We have tried to work with the company to no avail. The Pinnacle office Manager at the time the 1000 gal tank was waiting to be removed from our property is very familiar with the situation. We still visit with her and she can account that at the time Pinnacle was waiting for a tank pickup truck to become available so as to remove the tank. She stated that even though the tank still remained at our property the account had been closed and no further charges would be incurred by us. There is NO WAY we are going to pay on an account that was closed, a tank that has been gone for over two years, and have Pinnacle Gas ruin our outstanding credit rating because of their companies messed up records and accounting issues.Business response
02/07/2022
Business Response /* (1000, 5, 2021/12/17) */ Customer Compliant: RE: Complaint # (XXXXXXXX) Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working around the clock to resolve these issues immediately. The customer's account with Pinnacle Propane is at a ZERO balance, account has been closed. No negative reporting to a credit agency was ever made. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. Consumer Response /* (2000, 7, 2021/12/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) While we are glad this matter is resolved Pinnacle Propane did turn over the invalid bill to a collection company, ARM Solutions, Inc. of Camarillo, CA 93011 805-617-0115 for payment. See attached invoice. With the response from Pinnacle Propane we DO NOT plan to see any further invoice's from ARM Solutions in the future on this matter as well. We understand that Pinnacle did not report any negative reports to any credit agency, but did contact ARM Solutions, Inc.. Thank you BBB for all your help in this matter and we are in agreement that this account and the related invoice issues are a closed matter.Initial Complaint
12/15/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On October 18, 2021, I submitted a check # **** in the amount of $97.65 for a statement received from Pinnacle for our 2022 rental. Subsequently, Pinnacle sent a second invoice, therefore I assumed that the first check was LOST and submitted a cancellation to Bank of America. SEE THE BANK OF AMERICA LETTER for explanation and dates.Business response
02/11/2022
Business Response /* (1000, 5, 2021/12/17) */ Customer Compliant: RE: Complaint # (XXXXXXXX) Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working around the clock to resolve these issues immediately. We have contacted the customer and adjusted the service charge off of the account, account is at a zero balance now. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane. Business Response /* (4000, 13, 2022/01/04) */ Pinnacle credited the NSF fees of $35.53 on 12.1.21 back to the customer's account. The account is currently at $0 balance as of today. Pinnacle will credit the customer the $30 stop payment fee as a one-time courtesy towards a future delivery however this credit will not be eligible for refund.Initial Complaint
12/13/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered propane and paid in advance for 200 gallons on November 19. My tank ran out on December 9. I have been calling the Hiwasse, AR, office since December 9. I have also been in email contact with the representative that took my order and payment over the phone. Her response was, "I am in a different office, I will email them and that was on December 8.") No one has ever called me back. I have called multiple times and left multiple messages on the regular voicemail and the "out of gas" voicemail. I have been without heat for 4 days with 3 small children. Today, when I finally got someone on the phone, the secretary was the absolute rudest, making excuses that I am not the only one that needs gas and they only have 2 drivers. That is not my problem after almost a month of waiting. I ordered well in advance. This company does not communicate with their customers. The secretary did not listen to me, but rather talked over me throughout the conversation. Terrible customer service. I was told I had to be home because my tank was empty. I instructed her that I get off at 4 and that they could work with me since it is their fault the tank is now empty. She laughed at me and said she would tell them. I have never been so angry and disappointed at a business. As cold as it is, this is also a health issue. Unacceptable.Business response
02/07/2022
Business Response /* (1000, 5, 2021/12/14) */ Customer Compliant: RE: Complaint # XXXXXXXX Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working around the clock to resolve these issues immediately. We have contacted the customer and made a propane delivery 12/13/21. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.Initial Complaint
11/29/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I recently moved and I have called multiple times over the past 3 months to have the tank picked up from the old location and refunded the pre-paid propane in the tank. The take was at 75% full when I called. My 5th time calling today and was told that I called and had the tank transferred to my son... (I DID NOT). Turns out it was the people who are now renting the home that called and did all of this without my permission. I cant get anyone to return my calls and take care of this situation. Please help.Business response
02/07/2022
Business Response /* (1000, 5, 2021/12/13) */ Customer Compliant: RE: Complaint # XXXXXXXX Thank you for reaching out regarding the customer's concerns. We value your partnership and have been working around the clock to resolve these issues immediately. Customer was issued a refund, check #XXXXXXX dated 12/9/21. No additional follow up is needed on the account. Again we value your partnership with Pinnacle Propane.
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Customer Complaints Summary
85 total complaints in the last 3 years.
16 complaints closed in the last 12 months.