Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are trying to recover a ******* check that this company has held against our will for 56 days. They (*** ****** in particular) told us our existing heating system needed to be replaced As soon as possible. When we were away our steam boiler built up too much water and caused water to spray out of multiple radiators. Our dog sitter was in the house and the heat was not working in December. We had forgotten to have the furnace serviced prior to going away we also never got a service reminder from Pinnacle HVAC with whom we have been customers for 5 1/2 years. When *** ****** came and explained why the system needed replacement we trusted him as we did in the past and gave him a deposit. At this point after getting the system serviced on 12/23/24 while we were away, the system has been working fine. We have been told that ********************** last for ***** years. Ours is just turning 20 yrs without any previous problems. I asked *** for the check back so we could apply that money to other more pressing expenses (Health expenses, kitchen appliances that failed etc..) He ignored me. Several emails to *** later he still would not commit to returning the money. I even agreed to pay a restocking fee and yet he still held on to the money for a total of 56 days now. I plan to write several scathing no reviews on ******, Yelp, ********, BBB and more. Pinnacle HVAC is dishonest, and only wants to sell expensive replacements rather than fix existing systems. I want this company exposed and I want my money back. Small claims court is the next step but I want to file this complaint with BBB and protect other potential honest customers from the predatory practices of **********************. I am trying to recoup ******* I will lose money because he jumped the gun and ordered a new unit the day he took our check. We have a right as a consumer to change our minds but to hold on to the money for almost 2 months is unacceptable. We would appreciate any assistance from BBB. thank you **** ****

  Business Response

  Date: 04/01/2025

  We appreciate the opportunity to respond to Mr. ***** complaint and address his concerns. Pinnacle HVAC has proudly served Mr. **** for over five years, installing and maintaining his heat pumps, servicing his steam boiler, and earning his trust, referrals, and positive reviews. On December 23, 2024, when his boiler failed during frigid weatherflooding radiators and leaving the home without heat while he was travelingwe responded same-day to resolve the emergency for his house sitter. Upon inspection, we identified an irreparable issue with the 20-year-old boiler and recommended replacement, providing a $18,000 proposal (not including additional fees), which Mr. **** accepted on January 9, 2025, with a $9,000 deposit. To ensure readiness, we ordered the equipment that day and had it delivered to our shop, prepared to act quickly if the boiler failed completely.
  I suggested delaying the installation due to cold weather, which Mr. **** agreed to, and he later postponed it further due to illness and a preference for warmer weather. On February 24, 2025, he requested cancellation due to shifting financial priorities. In several emails, I explained the restocking fees tied to the pre-purchased boiler, which he acknowledged. We promptly arranged its return with our supplier and, once refunded, mailed his refund check (minus those fees) on March 21, ****** days after his cancellation request, not 56 days as claimed. We maintained communication throughout, including during my brief family vacation, when he declined my offer to wire the funds early. The refund delay stemmed from awaiting the suppliers reimbursement, as wed already paid for the equipment to prioritize his needs.
  Were disheartened by accusations of dishonesty. Our replacement recommendation was based on the boilers conditionconfirmed by its failure in Decembernot a desire to upsell. We processed his cancellation transparently and returned his deposit, less unavoidable restocking fees, as quickly as possible under the circumstances. Pinnacle HVAC remains committed to integrity, as our five-year history with Mr. **** reflects. Weve mailed his refund and consider this matter resolved but are open to further discussion if needed. We hope the BBB and future clients will recognize our dedication to fair service.
  Thank you,
  *** ******
  Pinnacle HVAC

  Customer Answer

  Date: 04/07/2025

  Mr ****** mentioned in his reply that the boiler failed. We realized we forgot to have it serviced and never received a service reminder from Pinnacle HVAC. after the boiler had been serviced in December and even until now in April, the boiler has been working fine. *** mentioned several times that the boiler needed to be replaced as soon as possible. That pressure from *** and the frigid *anuary temperatures pushed us to give *** a deposit for $9000.
  
  * incorrectly in his response said that he was the one who suggested waiting until the warmer weather to replace the boiler. It was in fact our decision and I have an email to prove on *anuary ****************************************************************************** the 40s. At the time we had sick people in the house and did not want to be without heat.
  With regard to the restocking fees, another misrepresentation from ***, he never explained the restocking fees, other than the $500 restocking fee to return it. The calculations are as follows:
  $9000 was given to ***. Subtract $500 for restocking, $410 for the service fee on December 23, 2024 that leaves a total of $8090. After two months of requesting our money to be returned we finally received a check on March 23 for $7830. There is a $260 discrepancy the * and Pinnacle HVAC kept when I asked several times for an explanation of where that money went and an accounting of the fees in addition to a copy of the invoice of the purchase of the boiler *** never provided this. He said he would and he never did. This is why hes not a man of his word and this is why he does not speak the truth. All this time *** ghosted us from *anuary 30 to February 18 despite several emails sent from us. Another lie is that * on February 18 finally responded and claimed he never Received previous emails for the money to be returned because they went to my junk mail. We have been using the same email address for all other correspondences on February 21. He said in an email quote I will get a check processed next week. It should be noted that we intended on continuing to use Pinnacle HVAC for the system replacement but several times suggested doing it at a time when we had more available funds(in summer or Fall).. however *ays behavior throughout this process left a bad taste and as loyal customers of **********************, we did not appreciate the way we have been treated. On February 23 *** finally responded to us after several days of ghosting us, replying to a plea from us to return the money as our budgetary and economic situation had shifted. *** replied I appreciate your overall situation but would like to keep the plan in place. This tone deaf response showed all he wanted to do was continue with a high cost replacement of a boiler that was still working highly unethical!
  it should also be noted that while *** was away on family vacation in March again after several requests from us in *anuary and February to return the funds and a promise from him on February 21 to get a check processed, he replied to one of our emails while on vacation and offered to wire the money to us. Out of respect and simple kindness we told him he did not have to take time on his vacation to wire funds to us, but please get a check to us when he returned. Why is it that multiple request for a check while *** was in state went ignored, but after a fifth or sixth email requesting money to be returned it was possible for him to wire the money while out of state? It was still 10+ days since he had returned from his vacation that we finally receive payment.
  Please see the breakdown again above, as we are still missing $260 without any explanation why.
  It is for these many reasons we cannot recommend Pinnacle HVAC any longer, and would like to protect other consumers from these unethical, predatory practices.

  Customer Answer

  Date: 04/07/2025

  Mr ****** mentioned in his reply that the boiler failed. We realized we forgot to have it serviced and never received a service reminder from Pinnacle HVAC. after the boiler had been serviced in December and even until now in April, the boiler has been working fine. *** mentioned several times that the boiler needed to be replaced as soon as possible. That pressure from *** and the frigid *anuary temperatures pushed us to give *** a deposit for $9000.
  
  
  * incorrectly in his response said that he was the one who suggested waiting until the warmer weather to replace the boiler. It was in fact our decision and I have an email to prove on *anuary ****************************************************************************** the 40s. At the time we had sick people in the house and did not want to be without heat.
  With regard to the restocking fees, another misrepresentation from ***, he never explained the restocking fees, other than the $500 restocking fee to return it. The calculations are as follows:
  $9000 was given to ***. Subtract $500 for restocking, $410 for the service fee on December 23, 2024 that leaves a total of $8090. After two months of requesting our money to be returned we finally received a check on March 23 for $7830. There is a $260 discrepancy the * and Pinnacle HVAC kept when I asked several times for an explanation of where that money went and an accounting of the fees in addition to a copy of the invoice of the purchase of the boiler *** never provided this. He said he would and he never did. This is why hes not a man of his word and this is why he does not speak the truth. All this time *** ghosted us from *anuary 30 to February 18 despite several emails sent from us. Another lie is that * on February 18 finally responded and claimed he never Received previous emails for the money to be returned because they went to my junk mail. We have been using the same email address for all other correspondences on February 21. He said in an email quote I will get a check processed next week. It should be noted that we intended on continuing to use Pinnacle HVAC for the system replacement but several times suggested doing it at a time when we had more available funds(in summer or Fall).. however *ays behavior throughout this process left a bad taste and as loyal customers of **********************, we did not appreciate the way we have been treated. On February 23 *** finally responded to us after several days of ghosting us, replying to a plea from us to return the money as our budgetary and economic situation had shifted. *** replied I appreciate your overall situation but would like to keep the plan in place. This tone deaf response showed all he wanted to do was continue with a high cost replacement of a boiler that was still working highly unethical!
  it should also be noted that while *** was away on family vacation in March again after several requests from us in *anuary and February to return the funds and a promise from him on February 21 to get a check processed, he replied to one of our emails while on vacation and offered to wire the money to us. Out of respect and simple kindness we told him he did not have to take time on his vacation to wire funds to us, but please get a check to us when he returned. Why is it that multiple request for a check while *** was in state went ignored, but after a fifth or sixth email requesting money to be returned it was possible for him to wire the money while out of state? It was still 10+ days since he had returned from his vacation that we finally receive payment.
  Please see the breakdown again above, as we are still missing $260 without any explanation why.
  It is for these many reasons we cannot recommend Pinnacle HVAC any longer, and would like to protect other consumers from these unethical, predatory practices.
  
  

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 8th, I submitted a Service Request to *** for a faulty gas furnace, and Pinnacle HVAC, Inc was assigned. I paid Pinnacle HVAC Inc $2,700 upfront for non-covered installation costs (June 6th), which included modifications and permits. Pinnacle committed to replacing my old furnace with a Goodman ************ (furnace model number on *** account that i had to get and that is closest model to my old furnace) and completing all required modifications, including gas line adjustments and permit acquisition. However, Pinnacle installed the incorrect furnace model (************) instead of the specified ************. This model is significantly weaker, leading to insufficient airflow and inadequate heating for my home (their technician that visited on June 27th confirmed this). Additionally, they failed to pull necessary permits for the gas and electrical work, as confirmed by the local building department. Several modifications listed in their estimate were either unnecessary or not completed. Despite numerous follow-ups, Pinnacle HVAC Inc has been unresponsive. They stopped communicating with me and *** had issues contacting them as well after the installation. My family endured uncomfortable conditions due to the incorrect furnace and unresolved issues. The core of the complaint is the installation of a wrong furnace, the failure to obtain required permits at the right time (I believe this goes against ** law). Pinnacle HVAC Inc has not made any effort to resolve these problems and has not responded to recent inquiries from either me or ***, they are not reaching out to me and not providing any information. As of July 31st, the issue remains unresolved, leaving my family at risk of inadequate heating for the winter.

  Business Response

  Date: 08/01/2024

  We understand the complaint from this customer and have been working with *** to rectify the issue. We did not supply nor specify the 60k Btu unit, this was supplied by *** and installed by Pinnacle HVAC. When it was brought to our attention by the customer that the incorrect unit was installed I tried to explain to him that the airflow profile of the 80k Btu unit was the same as the 60k that was installed and had no bearing on the airflow for air conditioning or heating. I also tried to explain to him that the Man J calculations for his home showed the 60k was a better size unit. He would accept nor look at this report. I have attached the Man J calls as well as the airflow data from the manufacturer that shows that I am correct. The related work of the gas piping and electrical were both performed by licensed and insured contractors and no permits were filed because we plan to ultimately change the unit to the highest heating capacity unit once we have resolved it with ***. Therefore it makes no sense to pull permits nor have anything inspected until this change happens. The bottom line based on the data sheets is that his claims of being uncomfortable have no basis regarding the equipment that was installed. We did good work for him and he has been very rude and difficult to work with since the day we first ran his call. This is not the relationship that we want to have with our clients but unfortunately he has been unreceptive to the actual data regarding his home.

  Customer Answer

  Date: 08/01/2024

  
  ********** ********
  
  I am partially rejecting this response because:

  I recognized that I got an email and a call from manager J about furnace calculations. I went through it while their technician was at my home on June 27th. Even though their calculations looked nice on paper, that was not the case in our home, their technician went with me though home and checked airflow in vents for cooling and heating. He (technician) agreed that that was a very poor air flow, he had to modify gas furnace fan for max settings for cooling and heating (he strongly does not recommend these settings in normal circumstances, as it increases electricity and gas bills significantly and increases gas furnaces load to max, where no furnace should work on these setting for a prolonged period of time, also heating is weaker when fan is blowing air fast - technicians words). Technicians' resolution was that a stronger 80k btu unit had to be installed (that is the closest match to my original furnace) and the unit does not support the house properly, also he confirmed that he will pass these findings to manager J on the same day.
  About permits - it doesn't matter if the job is finished or not, modifications have been made already without any permits. By ** law all permits should be pulled before any work, but I am not an expert and can let it slide as long as everything is done according to ** law.
  My family with small kids was living in an unsupported home for a month (inside temperature was reaching 83+F), just because manager J was not able to submit his findings to *** for more than 2 weeks (in comparison - other company that was replacing furnace in guest house / garage submitted everything in 2 days), that prolonged getting and installing furnace significantly (even it was the wrong one) and their managers were very hard to reach. So I would not call this comfortable After incorrect furnace replacement (June 6th) and modifications on June 27th I can agree that we were more comfortable.
  I never tried to be rude to them, if I were it might be out of frustration, lack of communication. But their managers were very rude and hostile to me most of the time (except the person who answers their main phone - she was always nice).
  I wouldn't call their work good because:
  When the furnace arrived, they didn't even check if the correct model arrived;
  After the furnace installation (June 6th) a few days later we noticed water in the basement. It happened that the condensed water pump was not working and all of the condensed water was pouring into our basement. Apparently while installing the furnace they broke one of the outlets that are attached to the furnace and that outlet had to supply electricity to that condensed water pump. I called Pinnacle HVAC Inc next business day (Monday - June 10th) and informed ***, they told me that they will send an electrician to fix this and asked me to connect the pump to another socket temporarily (I did that); (attached emails from their electrician about these fixes).
  Communication with their managers was awful from the beginning, they barely updated me on anything and were hard to reach (looking at various reviews about this company - this is a common case, specially when they are assigned through ***). After I informed them that the wrong furnace was installed (i found this out only after proper gas line installation, as i took picture of installed gas furnace model during that installation, compared and reported mismatch), I got instantly yelled at by manager J - why I did not inform them earlier and etc (I would not call this professional communication). From June 27th, after their technician modified the furnace and left, I was not able to reach them at all so I stopped calling them directly and tried to find out what was going on through ***. *** customer support escalated Pinnacle HVAC Inc unresponsiveness multiple times, they asked the contractor to contact me multiple times as well, but they never did (this is the first indirect response that i got from them in more than a month);
  Pinnacle HVAC Inc knows about incorrect furnace installation from June 26th (also ***), today is Aug 1st, and still nothing is done to finally resolve this issue, even if there was something done I would not know as no one is communicating properly in Pinnacle HVAC Inc management.
  I have never chosen this company and most likely I never would, but I am stuck with Pinnacle HVAC Inc Just because *** assigned them to my case. My only hope is that this will resolve soon and we can forget about each other.
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 09/16/2024

  Good morning *******
  
  
  I hope this email finds you well. After researching your old furnace and comparing it to the ******* lineup I have selected a new furnace for you that has a very similar blower profile to the old furnace that you had there originally. As I tried to explain to you the btu capacity of the unit does not dictate the blower capacity so your original concern that the 80k would blow the air differently was not accurate. The 60k & 80k units both have a 3 ton blower with basically the same profile as each other. I have allocated a 80k unit that has a 4 ton blower which will have the ability to give you more airflow. That being said I cannot guarantee that it wont be louder than the original as I believe your ductwork is only sized to carry 3 tons of air so trying to move a higher volume of air through it **y generate additional noise. I just wanted to be clear on this fact and make sure you understand before we make the change to the new furnace. 
  I am waiting for my plumber to confirm his availability so that we can make sure he comes out the same day we are there. Please let me know if you have any days this week or next that are better than others so I can make sure we get this done for you. 
  Feel free to call or text me to discuss any questions about the new unit.
  
  
  Best,
  ***
  

  Customer Answer

  Date: 10/08/2024

  
  Better Business Bureau:
  

  Spoke with the consumer via phone and he notified that the company has done part of the job and he is waiting on completion. If the business does not resolve the problem the consumer will be able to reopen the complaint.
  
  ****** **********

• Initial Complaint

  Date:11/21/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 28 I filed a service request with my home insurance company, American Home Shield which was fulfilled on October 4 by a local provider called Pinnacle HVAC. The technician from Pinnacle never filed a report diagnosing my boiler as not serviceable and needing replacement. Ive called and left a message at Pinnacle no call back. American Home Shield has stated they spoke to Liz at Pinnacle and yet no diagnostic has been submitted. The Pinnacle Tech failing to submit the diagnostic is now responsible for my boiler going unattended. I paid $100 for this diagnostic and its being withheld from the insurance company in order for the service request to be completed. This is fraud

  Business Response

  Date: 12/13/2022

  Hi there - I apologize for the delayed response to the issue. We are a vendor for the customer's home warranty American Home Shield. Upon arrival it was discovered that the customer had a cracked heat exchanger on their oil fired steam boiler. Unfortunately we do not replace oil fire boilers as we do not work with oil We notified the home warranty company and that is as far as we were able to take this call. I should have followed up with this customer but I had gotten ill with Covid. I am very sorry that this customer has had to deal with this problem and that we were not able to help them.

  Customer Answer

  Date: 12/15/2022

  
  Complaint: ********
  
  I am rejecting this response because: the complaint was not about replacing the boiler. It was because the service tech neglected to submit their diagnostic to American Home Shield in a timely manner. This diagnostics was required for me to discuss a replacement unit. The service was completed 10/4 and I was chasing this report until 11/22. Per American Home Shield they communicated Pinnacle was going to submit a cost estimate on 11/22. I do not want Pinnacle to replace the boiler. I wanted Pinnacle to submit their diagnostic. At this point the complaint is dated as I now have to continue forward with another HVAC company to replace the boiler.

  For the record, I also dont believe they do not deal with oil bc the tech serviced the unit and was speaking to his supervisor while on-site with me to discuss a replacement unit. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/16/2022

  Unfortunately we do not have anyone on staff that carries an oil burner license so we can not and do not service or replace oil systems of any kind. There may have been a miscommunication at the time the tech was onsite but when the call was further reviewed we did call into AHS to let them know. Where that diagnosis went beyond that is out of our control. I am sorry that this customer has had this experience but we did call it into AHS. The root of the problem is with the customer and their home warranty company and not Pinnacle. AHS should have not sent us this call initially as we do not run oil heating service calls from them, it is not in our service profile. Furthermore the customer paid AHS directly and we did not receive payment from either party.