ComplaintsforPinnacle Home Improvements, LLC

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In late Jan. 2024 I called for a roof inspection, a rep came by and never even looked at the roof to see if it was needed. So at some point I agreed to go forward with a $280 monthly. The day before I called filed a insurance claim and was waiting for the inspection. In the meantime, I received a letter that my mortgage was going up $480. Now I'm realizing I can't afford both payments and will chose to pay my mortgage first. I was originally told it would take 1 month for them to start, I said good, I needed the time. One week later I received a called to schedule installation. I scheduled 2 weeks out and kept pushing it back. A couple days later they dropped material in my yard without my consent. I keep constant contact and told the same rep that I was waiting for the insurance response. She said it's ok, this happens all the time, take as much time as needed. Claim was denied and I informed Pinnacle that I can't carry that financial burden now. I chose to save my home. I had a labor agreement with them, and they've done no work. I'm not financed through them either. They took it upon themselves to try to go ahead with the job. I told them no and now the want to put a lein on my home for $11,000 on a $21,000 job for materials they didn't pay for. No way materials cost more than labor. They refuse to pick up their materials, saying its mine now. They just ordered it, not manufactured it, and it can be returned just as if I ordered it. They trying to make me loss my home by any means necessary. No one in their right mind would put their home in jeopardy to be homeless for a roof. Not even the owner of the company would do that. He's the one basically pushing his team members on me and they know it's wrong but they can't do anything about it. It's bad business and they know it. They most definitely don't care about your livelihood, just your money. If I can't pay $280, what makes them think I can pay them $11,000. All I want is for them to come get their material.

  

  Business response

  03/06/2024

  We have picked up the materials from the homeowners house and have cancelled his contract. No liens will be filed and the individual has no further financial obligations. There are, however, several statements this customer made that are factually incorrect even defamatory. Our jobs are turnkey. We pay for and provide materials and labor and there is a cost to us to pick up and return materials. More importantly, people and their livelihoods matter to us. We care about more than money. Our future relies on the quality of our products and excellent service. It's unfortunate we were unable to provide either of these for this consumer.

  Customer response

  03/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 5, 2023 I had a salesman (*********************) from Pinnacle Home Improvement come to my house and show me their windows. The windows were demonstrated as a replacement window. I was told they would be special ordered and I would recieve them by the end of September. I explained I wanted the window taken out, window trim cut back and the window slid in to **** against the window trim. I was assured this could be done and I signed the contract. I had to have 2 people come out to measure and get the correct window size (I called the next day after the first person came to measure the windows and I kept telling him I wanted them cut back to the existing frame. I called the next day because I did not feel they were measured correctly so they sent a second guy to remeasure.) When the windows were delivered they were for new construction with a ****** built on them. I called the next day and spoke with ***************** (production manager at Pinnacle) who stated he did not know why they made the windows that way that was not what was ordered. For over 2 weeks they have been telling me that was the replacement window I ordered (the window displayed by the salesman had no flanges and was designed to slide in the opening after the original window is taken out). I spoke with ***************************** from Alside Windows who manufactured the windows. He said all you had to do was cut the ****** off. This was not what I was shown in the demonstration of their windows. I have ask for a refund because these are not the windows I was shown by the salesman and also declared by ***************** that was not the windows they ordered.First I ask for a refund and second, I ask them to reorder the correct windows and they refused. Third, I said knock $500 a window off because they are not the correct window. They rufused this too.I paid $5000 down with a promise they windows would be installed by Sept.and they arrived the end of Oct and were not correct. I simply want my money back! And pick up the windows.

  

  Business response

  11/30/2023

  We acknowledge a miscommunication between our sales and installation teams, leading to customer dissatisfaction. Weve since resolved the issue with the customer, ensuring a satisfactory window installation. We are thankful for our customer's understanding and willingness to work with us so we can complete the installation.

  Customer response

  12/05/2023

   
  Complaint: 20887496
  
  I am rejecting this response because:
  Hello,
  I have read there response. They contacted me about this and made me an offer. I did not except there offer I counter offered them with not response about it. So again they have lied about this. There was no miscommunication here. They are just covering up there mistake. They need to refund me ASAP.
  Thanks
  *****

  

  Business response

  12/08/2023

  Tell us why here...WE DID NOT LIE. It was never our intent to deceive anyone!
  
  
  Initially, we believed that a settlement had been reached, and we promptly responded to the BBB accordingly. (The BBB requires us to respond within a certain time frame.)  However, it has come to our attention that the customer did not wish to pursue the agreed settlement option and is now seeking a refund for the window purchase. The reason he gave us for rejecting the settlement was that we will not warranty the windows unless we install them. We understand the customer's request for a refund but want to emphasize a key challenge: we cannot provide a warranty for windows that are not installed by our professionals. The majority of issues with replacement windows arise during installation, and we cannot be held responsible for problems stemming from installations conducted by third parties. We are committed to resolving this matter and remain open to discussions with the customer to find an equitable solution. 

  Customer response

  12/10/2023

   
  Complaint: 20887496
  
  I am rejecting this response because:

  We acknowledge a mis**mmunication between our sales and installation teams, leading to customer dissatisfaction. Weve since resolved the issue with the customer, ensuring a satisfactory window installation. We are thankful for our customer's understanding and willingness to work with us so we can **mplete the installation.

  I told *********************** ****** off each window ( 6****** dallors total ) and we had a deal. He said he would talk to the ceo with no responce. They said we have resolved the issue. ( FALSE ) I have text with the salesman, plant manger and alside ( window ** ) All saying something different. Now they are telling me the **ntract was not written up the way I wanted them installed. Now *********************** said they would not cut or trim any inside trim.( I would haft to do that. ) So how do we have a satisfactory install with the customer. Again another lie from them!  So with the issue not resolved a refund is in order. ASAP I have **ntacted several other ** and gotten prices not only cheeper But, they all tell me new **nstruction windorw are cheeper.

  From the Consumer on Tuesday, December10, 2023
  
  Sincerely,
  
  *************************

  Customer response

  12/12/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary. Or they except my offer. ( ****** off a window and install or a refund )

  Regards,

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

  

  Business response

  12/13/2023

  We appreciate the BBB's attempt to mediate this dispute. It appears, however, that this matter will require actions beyond what the BBB can offer. We remain committed to resolving this dispute in a manner that amiable to both parties.

  Customer response

  12/13/2023

   
  Complaint: 20887496
  
  I am rejecting this response because: At this point I want a refund. This bussiness cares nothing about customer satafication. All they care about is money!
  
  Sincerely,
  
  *************************

  Customer response

  12/14/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary. We spoke on the phone and I told you i wanted to go to medation. But I stand buy my offer refund only. 

  Regards,

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

  

  Business response

  12/18/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  11/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They got my phone number and will not quit harassing me. They have called me every day 10 times a day. I have told them numerous times to stop calling me and quit harassing me and they are still doing it every single day.

  

  Business response

  11/16/2023

   We have called to apologize for any inconvenience caused by the unintended multiple calls. (Not surprisingly) we were not able to get in touch with this individual. We have investigated and can confirm only six calls from our end. Nonetheless, we understand the frustration and have taken immediate steps to resolve this issue - he will no longer receive any calls from us. This was unintentional, and there is no benefit for us to invest time and money calling individuals who are not interested in our services.

• Initial Complaint

  05/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently contacted Pinnacle Home Improvement to have new gutters, siding, soffits, and facias installed on my home. Their sales agent during the initial appointment filled out the financing application for me and requested that I sign the work order which was on his (laptop) After a week copies of the work order and financing were emailed to me, and after looking over the paperwork I noticed that the sales agent placed incorrect information on the application, he listed my income much higher than I told him, the source of this income was incorrect as well and a fraudulent extra income source was placed on the application. Contacted Pinnacle by email and phone calls to inform them that the repair finance loan application has wrong info on it, and needs to be corrected, the company took days to reply. I listed the items that need to be corrected, they refused to re-submit to the finance companies, Pinnacle applied to three home repair loan banks, and for unknown reasons, a mortgage company was contacted by them. I requested that Pinnacle cancel the work order and contact the finance companies to cancel the repair loans, it took weeks until they contacted me through email and said the work orders and financing loans were canceled. When I asked for the paperwork showing that it has been canceled no reply from the company it's been two weeks now. The repairs have not started, and will not start!!!! On Pinnacle's work order, it also states that they will not be removing the old damaged siding, but nailing the new siding onto the old!! This is against the compliance codes and standards. Since I wasn't allowed to fill out the Loan application myself, Pinnacle knew the loan application has false information on it they wanted the application to be approved for the $36,000 they quoted me which I was informed is double the price the repairs should be. Pinnacle is conducting some type of construction scam on customers who are in desperate need of home repairs.

  

  Business response

  05/25/2023

   

  First and foremost, we deeply apologize for any inconvenience and confusion caused to **************. We take customer concerns seriously and strive to provide transparent and ethical services at all times. Allow me to address the specific issues raised in the complaint.
  
  According to our investigation, it appears that an error occurred during the processing of *************** application. Regrettably, her yearly income figure was mistakenly entered into the monthly income box, resulting in an incorrect representation of her financial situation. This was an oversight on our part.
  
  However, it is crucial to emphasize that this mistake did not impact the loan approval process. Our company adheres to strict lending guidelines, which include thorough verification of the applicant's income by the lender. In the case of *************,her income would have been verified directly by the lender regardless of the information provided on the application form. The erroneous entry in the monthly income box was not a determining factor in the loan approval decision. Also,the reason we submitted the loan documents to three different lending institutions was to find the best possible financing rates.
  
  International Building Code (IBC) section ************************************************************************************** good condition. Our agreement explicitly states that we will replace any rotten or damaged wood before we install the new siding.
  
  At Pinnacle, we value our customers' trust and are committed to maintaining the highest level of integrity in our operations. We understand *************' concern over the loan application error and her disappointment over the delays in our correspondence.We also take accusations of fraud and scamming very seriously no matter how unfounded they may be. Both the loan application and the Work Order Agreement  were signed by the homeowner.There was NO attempt at deception.
  
  Once again, we extend our sincere apologies to **************  for any distress caused. If there are any further concerns we are more than willing to address them. Please consider this response as our full cooperation and commitment to addressing these concerns promptly and effectively.

  Customer response

  05/26/2023

   
  Complaint: 20087198
  
  I am rejecting this response because: The income listed was fraudulent and was double the amount of my income, the source of the income was another issues, When I spoke with the sales rep I told hime that my income was from ************** officer ******* and that is my only source of income. The sales agent not only doubled what was reported, but also failed to list the source of this income and told me that proof of income wasn't necessary,  (check stubs, letter from police ******* office) The current siding is not wood it's Plank material and it's in bad condition, warping, cracked, water damaged there is no way new siding could be placed over current rotting plank siding, this will cause mildew and bacteria to build-up between the two!!

  This will cause a health issue for ** or for any person who visits, as I stated several times to Pinnacle I've requested the work order contract to be canceled!! And a copy of the cancelled contract be sent to me and Aqua Finance to update them that financing is no longer needed due to customer's cancellation. 

  
  Sincerely,
  
  *************************

  

  Business response

  05/26/2023

  
  The contract has been canceled. The loan applications have been canceled. They were never any actual loan documents sent out other than the  SIGNED applications.

  We did not install siding over rotted or damaged wood. We did no work on this home. We would ************* siding over damaged or rotted siding.

  We have apologized for the delays and errors made, and have attempted to make that right. The hard copy of the cancellation letter has been mailed. I hope this satisfies this customer for it is all that we can do.

  Customer response

  05/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I want the 90 day deferral I was promised

  

  Business response

  04/06/2023

  We were able to find a much better rate for this customer's loan. This rate will provide a sizeable savings in the long run. This plan did not include the same 90 day deferral as the plan that was first discussed. We apologize if we did not communicate the differences clearly. Where as the new loan will not have the deferral, we are making the first payment for our customer. She seemed please with this resolution.

  Customer response

  04/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a representative from pinnacle Home Improvements come out to give me an estimate for window replacement. He came out did presentation took rough measurements wrote up a contract. Whole contract was done on a laptop very quickly he made me sign two places I asked will I get copy to read . He said they will send you a copy along with copy of financing paperwork. This was all done on March 28,2023. I finally received my copy on March 30. I was never told verbally that there was a three day cancellation cause. After thinking about it I wanted to cancel on April 4th. When I called I was told I couldnt because of no cancellations after 3 days. I didnt receive my Paper copy of paperwork until 3/30/23 at 5:21 pm which was a Thursday after business hours. I have documentation that shows the paperwork was sent until 3/30/23 at 5:21pm. The 31st is friday(day1) the 1st and 2nd is Saturday and Sunday (non business hours) Monday the 3rd is day 2 and Tuesday the 4 th is the third day . Which is the day I called to say I wanted to cancel . I tried to cancel by the 3rd day. The manager at Pinnacle that I spoke to ( his name was *****) was very condescending and refused to listen that I was not told about cancellation clause and that I didnt receive my copy until the 30th. His answer to me was I guess thats a learning ****** for me. All I want is for pinnacle to cancel the contract.

  

  Business response

  04/06/2023

  We appreciate you bringing this matter to our attention. After investigating your complaint with the Better Business Bureau, we have found that our automated system shows the contract was sent to your email address and opened shortly after the contract was signed. It was not our goal to be contentious but only to see if any mistakes were made..
  
  However, we understand your frustration and we want to ensure that we address your concerns. As a result, we will honor your desire to cancel your contract. We apologize for any inconvenience this may have caused. If you have any further questions or concerns, please do not hesitate to contact us.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Very Disappointed Customer; Incorrect measurement-windows smaller than our others. One of the windows were broken while being installed, but came back and corrected.Some of the windows were out of plumb and came back and on third time replumbed 3 windows ***** and trim were scratched and split. Naked wood was installed to cover where window was to small. Naked trim was stained and the wood showed different shades, very noticeable .On the fifth time coming back to restain but there was very little difference. The sealant was put on thick and unsightly, and can't wait for Spring to arrive and all the pollen stick to the mess that was made.They have been back 5 times with the problem not solved. There is a mess all iver the house everytime they come and do not clean up. WE were not told the sliding glass door step-in and out would be so much taller. At our age this makes it more difficult to get in and out of door,the opening of door is smaller than our other door that we can no longer move our appliances in and out the door. We would not recommend this company to anyone. Sorry channel 2 runs their ad. ********** WITH PINNACLE HOME IMPROVEMENTS- such a RIP-OFF.

  

  Business response

  03/20/2023

  We understand the customer's frustration with the installation issues. In older homes, we often find that the window openings are no longer square. This is due to the house settling over the years and this home was no exception. Occasionally, it takes multiple trips to order additional materials and  make adjustments. Obviously, there were no additional charges for this service. There were some mistakes made in this situation and we are committed to rectifying those if we are allowed to finish the work.

  Customer response

  03/23/2023

  We understand that changes occur as houses age.  A professional should have been able to identify these changes during our initial consultation and informed us of the difficulties that we would encounter.  This is a very important skill to  develop in order to correctly set customer's expectations.  The project manager failed to inform us our windows would be crooked and held in by a combination of silicone and mismatched bits of wood.  We were also not informed it would take more than five occasions to attempt to rectify the window installation.  With each visit, we grew more tired due to the debris left throughout our house from the inattentive workers and the condescending attitudes received from the managers.  We decided to halt the repair process with the company since no real progress or improvements were noted. We would highly recommend not to charge people for services you cannot properly finish.

   

   

  

  Business response

  03/24/2023

  We are aware that the installation of your windows did not meet your expectations and we sincerely apologize. We are committed to resolving these issue if given the opportunity. Please contact us so we can make things right. Once again we apologize for any inconvenience you experienced and thank you for your patience and understanding as we work to resolve this matter. 

  Customer response

  04/04/2023

  Re open claim I D # ********--We appreciate your efforts to remedy the issue; however, multiple attempts at correction have already been made. We have lost our trust and confidence in the company's ability to provide the services we were sold. To efficiently move forward, we are requesting half of our funds back in order to have the windows replaced in the future by another provider {at $12,000.00}.

  

  Business response

  04/10/2023

  We are writing to you in response to a complaint filed by one of our customers. We have done everything in our power to accommodate this customer and resolve their concerns, but unfortunately, we are unable to help them any further.

   

  We have thoroughly reviewed our records and documentation, and we have a signed confirmation, by the customer, that the work has been to their satisfaction. There was a window damaged in shipment that we replaced.

   

  We have dozens of photos to back up our claims, and we are confident that we have done everything according to the agreement.

  Despite our efforts to work with the customer to resolve their concerns, they remain unsatisfied with the outcome.

   

  We have attempted to accommodate them in every way possible, but they have refused to accept any solution we have offered and will no longer allow us to see issues for ourselves. .

  We value our customers, and we always do our best to address any concerns they may have. However, in this case, we have reached a point where we are unable to do anything more to satisfy this customer

   

  Please call if you have any question or concern.

   

  Thank you for your time and consideration.

   

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

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had called to get a estimate on windows and siding. This guy started by insulting me by calling me a woman. I'm not a woman I'm a man he was very rude then left my on hold then told me to hold on he had to get it approved to come out with out my wife here he said he couldn't do that. The thing is I own my house my wife doesn't make the decision on my house. I felt that he was being racist. I would never recommend this company to anyone.

  

  Business response

  12/01/2022

        Thank you for bringing this matter to our attention. Pinnacle has not and never will discriminate based on race, *** or age. If you were offended by our conversation, please know it was never our goal to do so and we sincerely apologize. 
       Typically, we ask that all decision makers be available for our presentation, whether that be a spouse, sibling, parent, significant other - all interested parties. This helps us streamline the sales process, avoid multiple trips to the home and provide answers to questions that *** arise from someone who did not attend the presentation.
       Again, thank you for your input and reminding us how important it is for us to continue treating our customers and potential customers with all due respect.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were deceived on the price. The seller came down and told us one price but when we got the actual contract, it was 6000$ more than the price he told us. The set price was 34,000$ but the actual contract was for 39,000$. Which is way more then we discussed when he ran my credit.

  

  Business response

  11/30/2022

  We apologize for any confusion over the final price. There were items added to the order after the original quote. The homeowner did agree to and sign (in 3 places) for the final price.

  Customer response

  12/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I also want to remove the complaint from Pinnacle website as a bad review. They have worked with me and resolved all issues. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/28/2022 I signed W/O ***** for a new roof at my residence. I gave a check deposit of $1500.00, however, with this type of transaction the right of rescission is a legal right that allows consumers to cancel with 3 rescission days. I exercised my option and canceled the transaction. Before the rescission period expired my check was presented to my bank and funds were withdrawn. Okay, I read the contract and its says a refund would be returned within 10 business days following receipt by the seller of your cancellation notice. I called today to check the status of my refund only to be told the check is not on its ways. I would have to wait another 7 to 10 business days. That's unaccepted. I followed their rules and big company like this should do the same. Later a message was left on my voicemail stating "I spoke with the higher-*** and they're going to TRY to get the check issued to you as soon as possible. I'm gonna type to have it out to you by tomorrow if not it should be very soon over the next couple days. Needless to say I've very ***et, hence this complaint.

  

  Business response

  03/26/2022

  The customers money has been returned. It is a standard policy, in most businesses, that the company waits **** days until the check has cleared that the money has actually been deposited in the bank before the check can be returned. Otherwise, a company could refund money that is not their in their account. In this situation, however, it took longer than it should have to return the money and for that we apologize.

  Customer response

  03/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*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. ↩