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:10/09/2023

  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.

  *************************** came to our house in June and we signed a Home Improvement Contract. We did not know it was the contract for our panels. They ordered the panels and threaten use with a 50,000 dollar contract. That if we did not go through the contract we would have to pay. Then when the crew showed up. The installed 2 broken panels and did not reinstall the panels. My husband called for a finish order. We have not seen a install contract. The loan company keeps calling us for payment but our install contract has not been brought to our attention. Not only is our electric bill not being taken cared of our loan is due. Yet, no response for the broken panels. 

  Business Response

  Date: 11/03/2023

  Thank you for reaching out to us regarding this matter. As always, customer satisfaction remains our primary goal. 

  In regards to this matter regarding ****************, the customer signed the contract on 06/25/2022 in his home with ********************. As seen in the attached document, **************** signed a document that clearly states Home Improvement Contract How he is confused or did not realize he was signing a contract is confusing. In August, he called to cancel the contract that he now says he did not know about. At this time we informed **************** that he was well past his legal recession period and we already had the product and some permits approved at this time and there would be a cost associated with cancelling the contract at this point. He chose to proceed forward with the work. 

  The system was installed, inspected and permission to operate was received by the utility company very shortly after the installation (see attached). 

  In March of this year the homeowner called in stating 2 panels were broke. we sent a tech to the site to inspect this and found no broken panels. Upon speaking with the customer and seeing what they saw, it was determined there was a glare on the panels that made them think they were broke. Since this time, we have not heard from them. As recently as yesterday and today I called the numbers I have on file for the homeowner and did not receive an answer or call back. During this same call, ***************** referenced she did not have a copy of the contract that was left with her at the time of the sale so I emailed her a copy to the email address ********************* She confirmed receipt of this at that time. 

  Currently, the solar system is turned off by command which was done by their finance company due to them (the bank) not receiving payment. This is an agreement between the homeowner and the bank and not something we are a part of. Once the job is completed per state and local code, our responsibility is confined to warranty work. If there is an issue with the financial company that financed the project, we are happy to assist but can not make determinations on this as we are not the bank. 

  If the homeowner feels there is a current issue, we encourage them to reach out to us so that we can schedule for a repair tech to go on site and solve the issue(s).

  If there is any other information needed or we can be of any help, please do not hesitate reach out to us. 

  Thank you, 

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

• Initial Complaint

  Date:07/19/2023

  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.

  They installed the panels and told me The job was completed. But they did not install the meter box that is needed for this city. I have called and so has the city. All I want is to have the job finished so I can actually use my solar panels.

  Business Response

  Date: 08/10/2023

  Thank you for giving us the opportunity to address ************************ issue with her installation. Due to supply chain issues we were held up from installing her second meter that is needed for her solar project. We have since received it and are scheduled to install it August 11, 2023 but unfortunately have not been able to reach ******************** as of yet. We will leave it on our schedule and if we do not hear back from ******************** we will still attempt to install it on that Friday unless told otherwise. I apologize for the delay in getting this wrapped up but it was out of our hands, Thank you for your time and consideration in this matter.

  Sincerely

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

  President

  Pinnacle-Exteriors

  August 9, 2023

• Initial Complaint

  Date:05/11/2023

  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.

  I submitted my phone number to this company on 9/6/2022 and was called from a company called “Everything Local” about solar power. I told them I am not interested and to remove me from their call list and database. Their telemarketers proceeded to call me every week when I told them same response. Clearly they have no process to remove uninterested people from their list and spam call over and over. I finally found out the company name is Pinnicale exteriors and called to ask them to remove me from their call list and database with no success.

  Business Response

  Date: 05/17/2023

  03/27/2023 
  I appreciate you reaching out to me regarding the above referenced matter. After reviewing the complaint in  comparison to our records, I have gathered the following information below.  
  Thank you for the opportunity to address *** *****’s concerns with our do not call procedures. *** *****  entered her information on one of our sites on Facebook. This does allow us to follow up with phone calls since  they requested information from us and supplied their personal information. We only contact people that send  us their information. We do comply with State and Federal laws concerning do not call protocols. When *** ***** asked us to stop calling her, we placed her number in our DNC database which is NOT the same number  provided in this complaint. The number we originally placed in our DNC database is ###-###-####.  Unbeknownst to us at the time is that there was a second number, referenced in the complaint as ###-###-####, that we have subsequently added to our DNC database, so no future calls are made to *** *****. I have  personally confirmed that both of these numbers are on our DNC list so neither will be called in the future.  
  We appreciate the BBB reaching out to us to help resolve this matter and as with all customers, we do our best  to satisfy all customers. We would hope this answers this complaint and it can be marked as closed.  
  If you or the homeowner have any questions in relation to this letter, please do not hesitate to reach out to me at  ###-###-#### or email at ***********@Pinnacle-Exteriors.com. 
  Thank you,  
  
  

  Customer Answer

  Date: 05/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  this company called me numerous times after I requested to be put on their Do Not Call list for my mobile ####-###-####.  Each caller apolgized and said they will do it and do not know why the last person did not already add me to the DNC list.  They also all gave me the company name of "everything local" which is not a company that can be found online.  I asked on 3 or more occasions to be connected with their manager and they said they were not available but would remove me from the call list.  The last person who called finally told me after I asked who signed their pay check and where they are located that "everything local" is pinnacle.  Each caller was very evasive and each caller clearly did not have an effective way to remove people from their do not call list.

  I would like to request their records of date and times they called and their notes for each phone call
  
  Regards,
  
  *** *****

• Initial Complaint

  Date:05/04/2023

  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.

  When the sales associate person came to give us the run down and show/sell us the system, he told us about that tax credit. He DID NOT TELL US TO CHECK WITH TAX PERSON about the details. He spoke with such knowledge and assurance in his voice. He said that the tax credit would come as a rebate type deal and we need to apply that to the loan before X date so our monthly payments don’t go up from $209 to like $360 or something like that. I have all the details of the amounts in the fine print. He said that the money will come to us when we file taxes and that it’ll be around $17,000. Well what they don’t tell you, and I’m sure they know by now since it’s been a thing from the year 2020 at least, and everyone who didn’t get that refund like they were told they would had probably called in and freaked out about it. I talked to my tax person. It’s a NON REFUNDABLE CREDIT. It goes towards what your tax liability is for the year. And ONLY CARRIES OVER FOR ONE YEAR!!! So unless you owe the federal government over $20,000 in taxes for the year, that credit doesn’t actually ever help!!!!! Being a low-income family, we got a $2000 tax return with the Solar credit applied and $14,000 carrying over to next year to NOT HELP US THEN EITHER!!!!! This is pathetic. I won’t be able to afford the monthly repayment once it skyrockets since I don’t have $17,000 laying around and the PROMISED rebate/credit isn’t what they said it is! They tore up my cement walkway to put the ground wire in even though I asked them to go through the garden area and leave my cement alone. They broke one of my foundation blocks when they drilled the hole for the electric box tap wire, and broke the crappy wall stuff that’s down in the basement where it came through inside. They left so many metal shavings in my basement, I have 9 cats and 2 kids to worry about getting metal in their feet! Absolutely pathetic, the guy said “yeah we’re supposed to make it look like we were never here” as he barely cleaned up!

  Customer Answer

  Date: 05/10/2023

  We signed up for this in July or August 2022. The install didn’t happen until November 2022. The inspection of the solar system came back as failed, they came and fixed one issue and had another inspection. The township failed it again. Pinnacle never called to have another inspection or have the issue fixed. The whole winter from install date in November 2022 until May 4th 2023 I was unaware my system was failed by the township because pinnacle failed to relay that to me or schedule another inspection or fix the issue. Now we’re in May 2023 and I’m being told I have to put another shut off system in my basement which means more drilling holes in my foundation. NO! I can let them come and undo all the work they did and out the electrical box for the solar on the outside. NO! More holes and they broke a foundation block while installing the electrical lines for the solar to my electric box. They are trying to work with me on this but I’m very upset that for months I had a failed system and they knew about it, and didn’t care I guess? If the winter had been super sunny and I made over what I needed to use, I wouldn’t have gotten a check from ****** for it at all because they allowed me to have a failed system for 6 months! They failed to stop the township inspector from coming and doing an inspection for no reason. Pinnacle was supposed to do work on May 5 2023 but it was raining. The inspector came on may 8 2023 anyway. He never should have came out when no new work was done. They failed the system again and are demanding extra boxes be installed for no legitimate reason whatsoever. Pinnacle is trying to work that out with no luck at all. I still can’t get paid for overages because the township is forcing me to do something that no one else has had to do with their solar systems. I’m outraged and not about to let more foundation blocks get broken for this system! I want it removed or I want this fixed.
  
  Desired Outcome:
  Billing adjustment; Repair; Refund

  Business Response

  Date: 05/31/2023

  After speaking with **** ******** and explaining that this requirement is a local requirement that the township never told us until after installation, she agreed to have this work completed and to my understanding is satisfied with the resolution. 

  Customer Answer

  Date: 06/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  To whom it may concern,
  I am not at all thrilled with the means they decided to handle this. In person, a worker told me to my face that the new document I was signing was
  only to “save face” so to speak. I was told to sign the document, that they are going to do everything they can to not have to install anything else, yet at the end
  of the meeting the man continued to tell me that the company would be out on June 7 th to INSTALL THE BOX. I feel like I am being completely played here. I also
  still have the issue of “you’ll get a tax credit refund of at least $15,000 that you have to apply to your balance by X date or the monthly bill will close to double”
  that isn’t something I can just magic that much money out of thin air or out of taxes!! It’s like an incentive that only works for the people who make over
  $100,000 a year!! I am still very outraged by this entire process. The man told me “I got a refund, I saw someone else got over $30,000 for a refund”, so ok how do I
  get mine? Oh, you can’t explain it any further? Cool… not!!
  I do understand that the extra box install is not part of Pinnacle, but I definitely got scammed into agreeing for them to do the install. They literally
  forced me to sign a new document to cover their asses to come do the work that I am FORBIDDING TO BE DONE!! Now that I signed this document, and their
  response that I am responding to really clarifies that “she agreed to get the work done” but yet the man that stood in my driveway said “you’re only signing this IN
  CASE WE ABSOLUTELY HAVE TO GET IT INSTALLED”, and them KNOWING at that time that it has to be done for sure yet not telling me that, literally talking me into
  signing this document for the install telling me “oh, this is only if we have to do it, we are fighting it like crazy, but it’s not our fault so can you please remove the BBB
  complaint, and we’ll hook you up with $500 for your troubles!” 
  I am not removing my complaint. I am adding in the ridiculous fact that they sent my original sales person back out to coax me into signing something that I
  now HAVE TO HAVE THAT DAMN EXTRA UNNECCESSARY BOX INSTALLED!
  I feel like a complete idiot for believing that any of these people have my back. It’s a business, they work for money, not for people’s happiness or
  wellbeing!
  Thank you
  
  

• Initial Complaint

  Date:03/02/2023

  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.

  On June 29. 2017 I had my roof replaced. found recently that my attic retains moisture when the new roof was installed they did not put in the 2 vents that were there they stated that they were broken. I have contacted them several times they sent someone to look at my attic and roof and told me to contact an HVAC contractor. They basically said its not their problem

  Business Response

  Date: 03/27/2023

  03/27/2023 
  **** *****,  
  I appreciate you reaching out to me regarding the above referenced matter. After reviewing the complaint in  comparison to our records, I have gathered the following information below.  
  This complaint appears to have been filed prior to Pinnacle Exteriors and the homeowner speaking and coming  to a resolution on the matter. Unfortunately, it did take some time for the complaint he filed with the BBB to  make it to us and by the time it had, we’d already spoke regarding this and came to a mutual resolution.  
  I did call the homeowner and speak with him upon receiving this complaint and he confirmed that he made  complaints with multiple agencies at once with the mindset that one of them will get to us and get the issue  resolved and another one got to us before this complaint did. 
  We appreciate the BBB reaching out to us to help resolve this matter and as with all customers, we do our best  to satisfy all customers.  
  If you or the homeowner have any questions in relation to this letter, please do not hesitate to reach out to me at  ************ or email at ***********@Pinnacle-Exteriors.com. 
  We will continue to honor and stand behind the product *** ****** purchased and received from Pinnacle  Exteriors.  
  

  Thank you,  
  James H.
  

• Initial Complaint

  Date:09/27/2022

  Type:Sales and Advertising 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.

  I’ve asked them numerous times to stop calling with their telemarketing calls but they persistently call back during working hours. It is very annoying and bothersome. They even called today 9/27/2022 around 10:45am.

  Business Response

  Date: 09/27/2022

  Pinnacle Exteriors takes these matters very seriously and work diligently to ensure potential clients are removed from our database when requested. While I can not speak to **********'s statement of requesting to be removed from our system, I have personally ensured after receiving this complaint that he has been removed from our database so he is no longer contacted by us. Our policy is to remove people when they request and I will be looking into this matter to see where we can improve to hopefully prevent this from happening again. If the claimant has any concerns, he can reach me directly via email @ ***********************************@Pinnacle-Exteriors.com and I will work to resolve any concerns he has. 

  Thank you, 

  James H*************

  Customer Answer

  Date: 10/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************
  

• Initial Complaint

  Date:08/31/2022

  Type:Order 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.

  Our family member fell victim to an agressive door-to-door marketing tactic by Pinnacle Exterior and ended up signing a Home Improvement finance agreement, thinking they were agreeing to only a credit check for potential solar panel project. Our family member is a young home-owner in Delaware where this company is actively extending their marketing approach. Attempts to cancel soon after the 3 day cancellation period had expired were met with statement that there will be legal action to collect on the agreement. The company avoids email communications and is purposefully evasive in their tactics to get these contracts signed. Others should be on-guard when working with this company with regard to what they agree to. The contract has a lot of fine print that is largely in favor of the contractor over the homeowner. It also limits legal resolution to PA which is not necessarily where this comapny is now operating.

  Customer Answer

  Date: 09/15/2022

  
  I should inform you that since my logging of this complaint, this contractor in question has responded to my lawyer's letter of demand, indicating they have dropped the contract that my son mistakenly signed.
  
  I would like to thank your department for all assistance in this matter.
  
  Regards,
  
  *********************;

• Initial Complaint

  Date:08/16/2022

  Type:Order 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.

  Pinnacle Exteriors sold me a solar system. The deciding factor was that each panel was independent and that I would have the ability to see each panel’s efficiency ; live, 24/7. What they failed to tell me (up front) was that for my system to be seen- by Anyone, I needed wifi or a cell signal. I live in a virtual dead zone!!!! If I had been informed of the signal necessity at the time of sale; I would NEVER have signed a contract. Pinnacle thinks it’s okay for me to spend in excess of $60k for a blind system that no one can monitor and just take it on faith that everything is working up to par- all the time.... Solar system has been on my roof for more than 3 months and has never been turned on.....because there is no signal for them to use to prove to the bank that there is such a system. I have been laughed at, derided, yelled at and threatened by more than one employee from this company. When they were found on my property (the last time), on my barn; with no appointment, nor notice (they did not even bother to knock on the door and announce themselves- I was not at home); I was threatened with court action and foreclosure by the “manager” Mike when I told them to leave. I have asked them to remove the system, nullify the contract and leave me alone- now they are taking me to court for “breach of contract”. This company is not worth the hassle.

  Business Response

  Date: 08/24/2022

  Unfortunately, this matter has been turned over to our attorneys, as stated by the complainant, so our response must remain limited while this matter is within the court system. In the interim I will say that we dispute all allegations alleged in the complaint. We look forward to being able to respond more thoroughly once this matter is resolved. 

  Customer Answer

  Date: 08/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: it is blatantly untrue. This sale happened just the way I said it did, they did Not tell me about WiFi necessity before I signed the contract. I guess the court will determine the outcome...
  
  Regards,
  
  *************************
  

  Business Response

  Date: 08/29/2022

  We look forward to presenting our case in court. We have the signed documentation by the customer to prove our case.