ComplaintsforPinnacle Pest Control Inc

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have NEVER dealt with a more dishonest company!! I believe we have been scammed. We signed a contract with Pinnacle for an attic rat problem at a newly purchased house. We paid them $6,475.00 to do rat exclusion, remove and blow in new attic insulation, and do bait boxes with a 2 year guarantee. They did exclusion work one day and the next day installed new insulation. Since then we have learned from other pest control people that rats are tricky to get rid of and insulation replacement is not recommended until you are sure they are gone. Also, we were surprised when the follow up visits did not include checking traps in the attic. Well, several months later we heard rats in the attic and despite the fact that we signed a contact which stated that they would respond within 2 days they said they would be out in a week. I called ******, the supervisor, and left a message since we didnt want rats ruining the clean insulation. He didnt call back that day and I left another message the next day. No return call. I then called the office and asked to speak to the owner, *****************. I was told he was unavailable and he would be given the message. Not long after that I received a call from ******. ****** said, I run the business, not ***. He said that *** would not be returning my call. Regarding the rat activity he told me it that it didnt matter that the rats were up there now it takes years for them to ruin the insulationHuh?? He then told me he would be sending his rat expert *****. ***** found the traps in the attic had two juvenile rats in them. I asked how they could be up there if everything was sealed up and he said that rats hibernate (they dont). We continued calling with no resolution. We finally had enough and had another pest company come out. I emailed Pinnacle and asked for our contract to be cancelled and some reimbursement. No response. I called ****** and left a message a month later. No response. About two weeks later my husband called and left a message for ****** and he returned the call within a couple of hours! My husband pointed out that they had done nothing, they had not excluded the rats, and the insulation that they installed was no longer clean. He asked for a refund of the amount of the insulation so we could get it redone after making sure the rats were gone. ****** refused. They took $6,475.00 from us. I feel scammed! I am wondering if they did this because we are older. BEWARE!

  Business response

  11/01/2023

  Dear **********************,
  Im very sorry to hear that you had a poor experience with our company.  I can assure you that we have many satisfied customers, and we are committed to assisting our rodent exclusion customers who are both in and outside of their warranty period.
  
  We are also very diligent in documenting all services performed, and calls that come into our office. In your case, you stated that the extent of our rodent exclusion program was a two-day process, when in fact, we have serviced your property on (18)separate occasions, with rodent services ranging from trapping, exclusion,insulation, trap checks, quality assurance inspections, warranty repairs, and exterior bait station maintenance checks. 
  
  The frustration that you expressed in calling my General Manager was more than likely calls you placed to our sales inspector, who at some point during this time frame had left his employment with our company, which is why you were not receiving return calls.
  
  When you called the office and asked for the General Manager, he called you within a few hours, you discussed the matter, he researched the history of your complaint which occurred in February of this year, and he simply asked for an opportunity to re inspect the property to better understand the current issues, to which you responded, No, Im done with you guys, I just want a refund.
  
  Part of what you purchased is a 2-year service warranty,which means if rodent activity persists anytime during the warranty period,Pinnacle will inspect, and perform any necessary exclusion measures to control the rodent problem at no additional cost to the homeowner.
  
  We must be given an opportunity to inspect and assess any possible rodent intrusion, if you reconsider your position in this matter, we will be happy to assist you.
  
  Kind Regards,
  
  *****************
  President 

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