ComplaintsforPinnacle Home Improvements

• Initial Complaint

  02/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In July 2021 I had a consultation. I approved 5 windows to be installed. I was informed that there would be a couple month wait because they were custom making my windows. I did not receive a call until November 2021 for an installation. The day of my install no one showed. I contacted my project manager and was rescheduled for the following week. Again no one showed and I was informed that they were running behind. It was another week later. The installers arrived and started on my daughter's windows first. They removed them and then realized the windows were too big. They installed two on the front of my house and boarded up my daughters opening stating it would be a rush order on the other 3. I have been trying to get an answer on when to expect my other 3 since November. I try to call almost every week and do not get an answer. When I do get a hold of someone, *****, then I am told that it should be another week or 2. Here it is February 2022. I still have a boarded up horrendous hole on the side of my house. My utility bills have increased since the cold temperatures have been present trying to compensate for a plywood covering. My daughter has been freezing and we bought her a heater to try to help. I am beyond frustrated and have only been able to somewhat get a hold of ***** who is apparently *****'s assistant. I have no answers and an unfinished project that should have been completed all in one day. I am and my family, friends, and neighbors are disgusted with the lack of customer service and lack of urgency to complete this project. My next step will be to contact a new company to clean up this mess. Since my original contract was never fulfilled then I rightfully am not obligated to pay for a service that I have yet to receive. I will definitely make sure none of my neighbors use your company. I would not wish any of this heartache on another family, especially with children this past and current winter.

  Business response

  02/16/2022

  Waiting on materials for installation has been frustrating for both homeowners and contractors. We are so very thankful for ******************* patience in this situation. We have scheduled the remaining work to be completed this week (week of Feb 14) and we believe she will enjoy her windows for many years to come.

  Customer response

  02/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Less than 24 hours of starting the complaint with the BBB I was contacted by the project manager *****. He stated that my windows arrived the day prior and he was going to call me for an install appointment. The install date was set for February 17, 2022. I was contacted the day prior, the 16th, for rescheduling due to rainfall that was projected the next day. The install date agreed upon was that following Saturday February 19th. I was at work so I was not present during install but my spouse was at home to oversee the install. One installer arrived, all 3 of the windows are on the second level of the home, and after a few hours had the windows installed. All 3 of the windows came with broken latches and are not able to be locked or secured. The installer contacted the project manager to make him aware. When I came home from work I inspected the windows myself and I could hear wind blowing through as soon as I walked in the room from the window because there was a gap. Through visual inspection I could see scratches on the painted latches and that there were broken and that they could not be closed nor locked. I was informed by my spouse that the installer was ordering new latches. On Monday, February 21,2022 I was contacted by ***** at my work to attempt to close out my contract and seek payment. I explained that the latches are broken and that the job is not finished. She stated that I could close my contract and would receive a $300.00 discount for heating expenses, the portable heater I bought to help warm my daughter's room, the lack of communication, the 4 months of having a boarded up opening on the side of my home, and broken latches. I told her that was unacceptable and she instructed me to contact ***** to make him aware of the latches. On my lunch break I did contact ***** and expressed my complete dissatisfaction. He was only going to replace half of the window latches. I explained that it was all the latches and that wind could be heard due to gaps. I also brought up that ***** mentioned the total discount on the project was $300.00 and that was unacceptable due to all the ongoing issues with this project. He inquired on my opinion of a discount and stated that he would not have the authority to do that. I requested to speak to his manager and to the owner. I was told a salesperson would contact me. I reiterated that I wanted to speak to a manager not a salesperson. He replied that the *** ******************* would be in contact with me. I requested his contact information and he replied that he would give my information to ***. ***** also stated that he will have all 6 of the latches replaced this week and that when that is being done the installer will check on the gaps in the windows. I am still waiting on further response from the company and to have windows that close all the way and lock on my second floor home in my children's rooms.

*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. ↩