ComplaintsforPinnacle USA Inc.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company refuses to complete our pool. The construction began in August 2022 with an original completion date of 11/222022. It has been 5 months of phone calls and emails to get them to complete our pool. The project cost us $80,151 and we are still waiting on Pool Equipment and the paved deck to be completed. They also refuse to extend the pool service that was in our contract, despite the 2 month delay. We have asked them repeatedly for dates they can complete the work but they refuse to provide us with one. Of the $80,000 we have given them $68,128.35 (85%). We do not know what else to do and need help.

  Business response

  02/06/2023

  Please find attached Pinnacles response to BBB ******** / *********************************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This space will not let me use enough characters to explain the disgusting customer service and the way they have take advantage of the contract they have with Lennar that affects the homeowners of Wildblue. I will use one example. Travertine sinkingthey came and fixed the travertine. Put the tiles back in the wrong spots so the holes for the safety gate didnt line up. They came back to fix the problem and broke several tiles. The ******* apologized and said they would replace the tiles. One tile needs the safety gate hole redrilled. They marked the spot to drill and said someone would return. One month later I call today. ******* states they are not responsible for the holes and to call a safety gate company. I explained that her workers broke the tile and they needed to fix it. She asked me who said that. I said I dont know it wasnt a guy in a polo shirt with a clip board it was a Spanish worker that didnt speak a lot of English. She then said If he didnt speak English how did you know what he said? Really? She keeps repeating second owner and hangs up on me. Ok ******* hear this.I will copy and paste this to every website there is. I will call the better business bureau and I have already written to ******. This is your notice that my pool does not have a safety gate due to your negligence and I have young kids here. It would have been a lot easier to just own your mistake and send someone to drill the hole. You dont hang up on customers just because you think you are locked in with a Lennar contract and we cant do anything. Something so small and your attitude made it this big. This entire community is struggling with the same issues. It needs to stop!

  Business response

  01/28/2023

  Please see attached response.

  Reference: BBB ******** / **************************************************************** 33913

  To Whom It May ******************** you for contacting Pinnacle USA, **** It is unfortunate the current Owner, ******************************* is unhappy with this situation. We are very disappointed given the assistance and consideration we have extended that she is not satisfied.

  These are the facts and circumstances we are aware of:

  On October 12, 2022 the builder, Lennar Homes customer service staff submitted their work order to Pinnacle to lift and reset 24 square feet of deck tiles. Pinnacle customer service personnel informed the builders ************* Representative (CCR) lead-time for materials to effect the repair will take approximately a week and the repair appointment should be set two week out from October 12, 2022. The tentative repair date would be about October 26, 2022, subject to receiving the deck tiles material prior to the repair date. The repair was completed on October 25, 2022, for 180 square feet of deck tile versus the 25 ordered. The additional square footage 155 was requested by the Owner.

  Following the deck tile repair, the Owner was informed that she would need to contact the barrier fence company or the builders CCR to re-install the barrier fence. Pinnacle did not install the barrier fence. Pinnacle provided the Owner the contact phone number for the barrier fence company. Also, this information was conveyed to the Owner, the construction involves many trades organized by the builder to complete the finish product, Pinnacle did not supply or install the barrier fence.

  More information conveyed to the Owner. The barrier fence in the original installation is after the deck tile installation. Critical step in the fence installation is to core drill into the deck tile. The dimension between each hole drilled (fence post location) is precise. Pinnacle is one trade of many and not the trade who supplied, installed, or can re-install the fence. The baby barrier fence is supplied and installed by the specialty trade professional versed in the specific safety requirements and required precision in the installation.

  Over the process of working with the Owner, Pinnacle was informed that the Owner, ******************** is the second Owner to this property. It would have been extremely helpful and possibly absent of mutual frustrations if the buyers Home Inspection Report was provided. Pinnacle warranty is with the builder. The warranty is managed through the builder. There are many trades that are organized to complete the finish home and swimming pool. The purpose of the inspection report is to identify repairs needed, if any. The report may also include the required maintenance and recommend preventative maintenance services. No home inspection information or report was shared with Pinnacle.

  Important Date:

  May 9, 2022 Swimming pool completed.

  June 10, 2022 The Original Owner, ************** and ************************************ purchased the subject property.

  October 11, 2022 The second and current Owner, ******************************* purchased the property from the ******.

  October 12, 2022, Builder CCR submitted warranty claim to repair 25 square feet of deck tiles.

  October 25, 2022, Pinnacle warranted 180 square feet of deck tiles.

  January 12, 2023, Pinnacle received BBBs letter reference ID ********

  Pinnacles Warranty is to its builder and for a period of one year from the date of completion. It is not transferable. Pinnacle warranty only applies to the products it supplies and install.

  At the expense of Pinnacle significantly more deck tiles were repaired or replaced than ordered on October 12, 2022. We are very disappointed that ******************** chooses not to recognize the service, courtesy, and goodwill extended to her. ********************, we wish her the best.

  Sincerely,

  *******************,

  Senior ************* Representative

  **********************, ****

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

• Initial Complaint

  10/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In August of 2021, my pool guy came and told me that the water in the pool was low and i had a leak. This house is a new construction house and I moved in June 11th. The following week, Pinnacle sent their employees to fix the leak. Their employees came on a Saturday, no communication with me at all. They emptied the all pool, and refilled it with my water faucet, tossed all my outside expensive furniture, dropped a full amount of sand inside of my pool. Didn't communicate with me, after they open my water faucet, they left and the next day, my pool was overflowed. My 9 year old daughter went outside and turn off the faucet. I call the company and spoke to Donna and Kaa about my 319$ water bill. They said they will follow up and will call me back. We are in October, never received a call from them, they never paid my water bill. They are the worst pool company to deal with. Because of them, I ended up with a big water bill and they need to pay me 319$ ASAP.

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