Customer ReviewsforPinnacle Propane, LLC

On August 30, 2023, I was overcharged $344.95, and a total of $680.99 was deducted from my account. Despite my efforts to contact someone to resolve this, I have yet to receive a credit or refund for the $344.95. I have also requested that the credit be applied to my current balance, but I continue to receive no response. Service is in *******, *****

I have been getting my bottles refilled here off jacksboro hwy in ********** the past 6 years and have always paid by the gallon. Today I stopped to have one of my 100lb tanks topped off. I asked how they kept track of the gallons and she told me they charge by the bottle not gallon. She then proceeded to tell me it was $85. I expressed how that was wrong and any customer should not have to pay for a full bottle if they only received 5 to 10 gallons. I expressed they were robbing customers and it was not right. I then called their corporate office in ****** to attempt to resolve the issue. After talking to corporate they said they would get with a supervisor and call me back. The manager of the ********** location called me and began talking to me as if I was a simpleton and had no business complaining. She went on to say she was the manager for the past 4 years and shes never seen me and called me a liar about paying by the gallon. The manager was very unprofessional and rude. I will personally never use pinnacle again and will be swapping who I take my bottles to for refilling.

Dear ********************,Thank you for taking the time to share your feedback. We sincerely apologize for the frustration and inconvenience you experienced during your recent visit to our ********** service center. We value long-term customers like yourself, and it is certainly not our intention to make you feel unheard or disrespected.Upon reviewing your concerns and discussing them with our team, we have confirmed that, historically, the ********** location, as well as others in the DFW area, charges by the cylinder rather than by the gallon. This policy has been in place even before Pinnacle Propane took ownership of the location, and it is consistent across our service centers in the area. Unfortunately, due to the type of equipment used, we do not have the ability to track the exact number of gallons dispensed from the pump, as it operates based on the spit valve, which indicates when the cylinder is full.We understand that this method can be inconvenient, especially when the cylinder is not completely empty. However, to offer additional value, we provide customers with a punch card, which offers a free refill after a set number of refills. Many of our customers have found this to be beneficial, especially when bringing in empty or near-empty cylinders.We regret that your conversation with our manager did not meet the level of professionalism and respect we strive for in our customer service. Your feedback will be shared with the appropriate leadership team to ensure that we continue to improve our communication with customers.We hope that despite this experience, you might give us the opportunity to regain your trust. If you have any further concerns or would like to discuss this issue in more detail, please dont hesitate to contact our corporate office again.Thank you once more for your feedback, and we wish you all the best.Sincerely,The Pinnacle Propane Team

Thank you for bringing this to our attention, ******. We appreciate your loyalty over the past six years and sincerely apologize for the recent experience you had with our team. We understand your concern about being charged by the bottle rather than the gallon, and we're sorry for any frustration this caused. Please DM us with your personal information so we can look into this matter quickly and work toward a resolution. Our goal is to ensure all customers are treated fairly, and we hope to resolve this to your satisfaction.Sincerely,***** *.

Let me just start by saying that I have nothing good to say about Pinnacle propane. My mother had been a customer of theirs since they took over ****** and the last few years we have seen a decline on the customer service side. My mother took ill a few years ago and used Pinnacle for heat, water and cooking. We would place an order when she was down to 40% by the time Pinnacle would get there to fill her tank she would be down to 10% seeing as it sometimes took up to a month and daily phone call to them before someone would come to fill her tank. Unfortunately my mother passed away in February of this year, and she had just got a delivery so I contacted Pinnacle and paid my mothers bill over the phone at which time that asked for a death certificate which I provided to them. My mother left her house to my son and his family when they finally moved in they called pinnacle to get the tank filled mind you they already had their own account and just need to change the service address. They were told that a driver would be out soon to do an inspection, that happened the following week. When the employee finished his inspection he informed them that he was not able to provide propane as their water heater was in a confined space in the bathroom. He told them what they would need to do before he could fill the tank. My son then went and bought a new electric water heater paid an electrician to install 220. When they called Pinnacle back and told them what they had done the girl in the office called the driver to see when he would be able to go back to inspect and fill the driver told them he was not going to service them and they would need to find another provider. leaving them with a high out of pocket expense and no way to cook on the stove for them and their 2 young daughters. Pinnacle and the driver should be ashamed of themselves. Also I never heard of a driver making the rules. when we ask to speak with supervisor we are told he will call still waiting.

Dear *******************,Thank you for bringing your concerns to our attention. 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 we are thoroughly investigating the matter to ensure a satisfactory resolution. Our team is dedicated to providing excellent customer service, and your satisfaction is our priority.You can expect to receive an email from ***************************************** shortly to find out more detail on this situation so that we can take next steps together.Your feedback is invaluable in helping us improve our services.Sincerely,****************Customer Care Manager **********************

Dear *******,                                                                                                                                                                                                   
Thank you for taking the time to speak with me earlier today. I truly appreciate your openness in sharing your experience. I want to assure you that I am working diligently to find a resolution and will provide an update as soon as possible.
Your patience and understanding mean a lot, and ** committed to making this right for you and your family.                                                  
Sincerely,
*********************
Pinnacle Propane

"Frustrating" is one word that comes to mind and that's putting it mildly. I need a buried propane tank relocated on my property due to upcoming construction. Pinnacle sent me a bid that I agreed to and the field rep said someone would call in a day or so to put me on their schedule. A week passed with zero calls. I begin calling them, which started a progression of excuses and avoidance on their part. First was ' I'll have so & so call you back. Then it was "the backhoe is broken down", next it was "I don't see the paperwork, let me contact the field rep and I'll call you back." Next it was "the person handling the request is gone and won't be back until Monday and I'll leave a note and have her call you. No call back from anyone at Pinnacle, ever! I tried again this morning, the rep stated the lift crane was down as well and they're working to borrow equipment located in *****, **. Asked to speak to a manager and was told "he's in a meeting, I can have him call you when he is finished." Replied, "I'll call you back in 30 minutes." Big mistake. I called back and was told they would have to call me back as the person I spoke to was unavailable. I don't understand how a business that provides critical services is soo nonchalant and unconcerned... IF Pinnacle Propane wants to repair its image with their customers, then vast improvements are needed.

Thank you so much for taking the time to share your experience with us. I am happy to see that we were able to get your request resolved on 5/30. I want to assure you that I have forwarded your feedback to our Operations Team and I sincerely apologize for the lack of timely communication. We strive for clear communication daily however we will always do our best to continuously improve in this area given your feedback. I look forward to continuing to have you as a customer with us and to having the opportunity to improve your experience moving forward.

I do not have anything good to say about pinnacle propane other than the driver is a nice guy. Called in an order over 2 weeks ago and still havent gotten any propane. We have now been without propane to heat the house and water for 2 days now. When you call in you get someone in another state. Have talked to 3-4 different people and still no propane. They also are aware we have little kids living here. Only thing saving us is the temperature has warmed up during the day. And just recently we fought with them about a cash payment we had made. Fortunately the driver noted the transaction on his paperwork. They knew we were going to pay cash beforehand. For months we were hounded by a collection co. They eventually fessed up that they had an employee embezzling money during that time period. Worst part is we see their trucks drive by our property about every day. Will definitely be changing propane companies. DO NOT USE THIS COMPANY!!!!

Dear ******************,I want to start by apologizing for the negative experience you've had with Pinnacle Propane. It's clear that we've failed to meet your expectations, and for that, I am truly sorry.Regarding the delay in your propane delivery, I understand the frustration this has caused, especially with little kids in the home. We take full responsibility for this oversight and are working to ensure it doesn't happen again.I also want to address the issue with the cash payment and the subsequent hounding by a collection company. This should never have happened, and I apologize for the inconvenience and stress it caused you. We are investigating this matter internally to prevent similar issues in the future.Your feedback is invaluable to us, and we appreciate your honesty. We will use this feedback to improve our services and prevent such issues from occurring again. If there's anything else we can do to address your concerns, please don't hesitate to reach out to us directly, as we'd love to earn your business.Thank you for bringing these issues to our attention, and we wish you all the best with your new propane company.

Pinnacle propane is a rip off they put you on a contract stating how many gallons you will receive that year. Once youve used your gallons they will go ahead and put more in it so that youre reliable to pay them a fee outside of your contract. Anyways, I paid the fee paid what I owed and its still been over a week and I have children at home no way to heat no way to cook, I just dont understand how theyre getting away with us

Subject: Response to BBB Review #****** Dear ****************,I'm sorry to hear about your negative experience with Pinnacle Propane. It's clear that we've failed to meet your expectations, and for that, I apologize.I understand your frustration with the contract terms and the additional fees. This is not the experience we want our customers to have. I assure you that we are looking into this issue to prevent it from happening again in the future.Regarding the delay in resolving your heating and cooking needs, I apologize for any inconvenience this has caused, especially with children at home. We take this matter seriously and are working to expedite the process to ensure you have the necessary propane as soon as possible.Your feedback is important to us, and we appreciate you bringing these issues to our attention. We are committed to improving our services and ensuring that our customers are satisfied. If there's anything else we can do to assist you, please don't hesitate to contact us.Thank you for your understanding, and we hope to resolve this matter to your satisfaction promptly.

Very poor customer service!I am a long time customer who always pays on time.I called for a delivery on 1/11/2024 for a fill up.My tank was at a little under 30%.I have called once a week since then.It is now 1/29 and over 3 weeks laterno delivery.My tank is almost empty.

Subject: Response to BBB Review #****** Dear **************,I'm sorry to hear about your experience with our customer service. As a long-time customer who always pays on time, you deserve better, and I apologize for any inconvenience this has caused.I understand your frustration with the delay in your propane delivery. This is not the level of service we aim to provide, and I assure you that we are working to resolve this issue promptly.I want to assure you that we take your feedback seriously and are actively working to improve our processes to prevent such delays in the future.Your satisfaction is important to us, and we appreciate your patience as we work to address this matter. If there's anything else we can do to assist you, please don't hesitate to contact us.Thank you for your understanding, and we hope to regain your trust as a valued customer.

I have been trying to get my billing resolved since I received and Invoice dated October 31 for delivery same date but later told delivery was in May 2023 but no ticket left and never knew they came out in May until I get invoice 10-31-2023 which was not correct because I get a certain rate because of where I live. I have spoken with many employees that say don't pay the bill is incorrect but keep getting invoice for same amount. Please help me get this resolved. Have been a customer since 2014

Dear Mr. and *****************,We sincerely apologize for the billing issues you've experienced and any inconvenience it has caused. As valued customers since 2014, your satisfaction is important to us, and we are committed to resolving this matter promptly.We understand your frustration with the discrepancies in the billing and the conflicting information received from our employees. This is not the level of service we strive to provide, and we are taking immediate steps to address this issue and ensure accurate billing moving forward.Please know that we are here to assist you in resolving this matter. Your feedback is invaluable, and we appreciate your patience as we work to rectify the situation.If there's anything else we can do to assist you, please do not hesitate to contact us. We are dedicated to regaining your trust and providing you with the exceptional service you deserve.Thank you for bringing this to our attention.

*******, ***** OFFICE I received my December bill with 2 charges from the same day but different amounts. there is no way my bill is for $400+ dollars or that it was filled twice. i only use propane for heat and I personally check it. I have called several times and spoke to customer service reps not in my local area and explained to them what was going on and they would leave a message for the ******* office to call me and I have not heard from anyone. The propane guy came in December to top it off and I was able to speak with him. he said he had only put propane in it once and it couldn't have been $400+. He told me they have a monitor on my tank, but his reader has been broken and doesn't look to be fixed anytime soon. I told them one of the times I called that I was not going to pay the bill until I spoke to someone and still no call back. YOU CAN SAVE YOUR RESPONSE TO CONTACT YOU directly at ************** or the local service center at **************. BECAUSE IT OBVIOUSLY DOEST GET ANYTHING SOLVED!!!!!

Dear ****************,We apologize for the billing discrepancy you've experienced and any inconvenience it has caused. Your satisfaction is important to us, and we are committed to resolving this matter promptly.We understand your concern regarding the charges on your December bill and the discrepancy in the amounts. We are actively investigating this issue to determine the cause of the error and ensure that it is corrected.Regarding the communication issues with our *************** we are addressing this internally to improve our customer service and ensure that you receive the assistance you need. We apologize for any inconvenience this has caused.We appreciate your patience and understanding as we work to resolve this matter. If there's anything else we can do to assist you, please contact us directly at the numbers provided. Your satisfaction is our top priority, and we are dedicated to providing you with the exceptional service you deserve.Thank you for bringing this to our attention.