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:12/12/2023

  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.

  We booked a 3 night stay, on the second day we start hearing a loud beeping from he garage, we go check the machine and reads "LEAK" on it and is right next to the gas and water tanks, so we start to worry, we message the owner, no answer, we call several times their "emergency number" that suppose to work after hours, still no answer, is -1 Fahrenheit outside, we don't know what to do so we call 911, they send firefighters to check the cabin, while they finally arrive and are checking the cabin, someone from the owner/company side finally calls back to say sorry... the firefighter asks at least for a code to stop the beeping from the alarm, the person on the phone from Pinnacle lodging does not know any codes to any machines or security devices, we also have no manuals that tells us anything about the "LEAK" or any codes for this devices other than to open the front door... UPDATE your MANUALS... the only thing the person can do is give us another worse place nearby to stay so we go but even the drive is risky since is up in the mountains and is snow everywhere so we go really slow. Next morning I receive finally a message back saying sorry for the inconvenience, very late to the party... but ok, they don't even know we are already in another place. On this other place we have also no manuals for the projectors and sound in the place, they say sorry they will send a technician, 2+ hours pass and no one comes, we are done with this place we do not even stay the last night, we leave in the morning right away. we paid 1,670.88 total and all I asked was a third of it, they cant even do that they only offer 311... what a joke, and for a 911 emergency, no water, potential gas leak, no emergency contacts, no manuals for anything, and annoying beeping that could be a risk.. To make things worse one person in our group is having severe headaches and feels very weak and we don't even have water to cook or give

  Business Response

  Date: 01/04/2024

  Hi BBB team,
  

  On December 8th we received a call from the “Leal” party after business hours stating that
  there was a “leak” in the house. Due to the volume of calls we received this
  night on our emergency line we were not able to respond for a couple of hours,
  but we were able to respond. See screenshots of or call log.
  

  ***************************************************************************************************************************
  ***************************************************************************************************************************
  
  Around
  the same time that this happened, we received a call form the alarm monitoring
  company for the home. They told our on call team that this was a water leak and
  the water had been shut off until the leak could be assessed. The alarm was
  triggered by the homes flo-logic. A flo-logic is a premium plumbing leak
  detection and automatic shutoff solution. They are required by insurance
  companies in more high-end homes. A lot of times, these are triggered when
  multiple people are taking showers or there is water running in in multiple
  areas of the home. Our maintenance team assessed the home the next day and
  confirmed there was no leak.
  
  By
  the time we got ahold of the guest the fire department was there. The guest
  stated that they had reported to the fire department that there was a gas leak
  in the house. Since we did not have any staff on site at the time, we waited
  for the fire department to assess before we sent the appropriate staff to fix
  the problem. The fire department confirmed it was not a gas leak, it was a
  water leak. I have attached a report from the fire department to confirm this.
  Even after the guests had heard this info from the fire department, they
  requested to move to another property fearing that there was still a gas leak
  in the house. This is when we moved them to our 10 Southface (************************************************************) in the middle of the night.
  
  The
  morning after the incident, they decided to leave town and not stay at their
  new accommodation. We mutually agreed to give them a one night refund. I have attached the text's about are fund and the receipts. 
  
  
  
  
  

  
  

  Customer Answer

  Date: 01/04/2024

  Complaint: 20995827
  
  
  
  I am rejecting this response because:
  

  They did not give me a third of the price I paid like I told them, all I want is a third since is 3 nights, you can see the email exchange attached here, they did not respond more afterwards either

  And by the way, at the time of the incident, there was no way of knowing what type of leak it was and they were not responding, and while in the end it was not a gas leak, we did not have water at all the entire time, in the middle of the night, on a snow storm, so regardless, a third of the price is the minimum we ask, and even that they refuse

  
  Regards,
  
  
  
  Adrian Leal

  Business Response

  Date: 01/04/2024

  Hi, 

  I understand that you do not feel that you were refunded appropriately, but we also moved you to a comparable home the night of the incident which you refused to stay in. There were no reported issues with the alternative property beside the fact that you did not want to stay. 

  Thanks, 

  Ethan

  Customer Answer

  Date: 01/04/2024

  Complaint: 20995827
  
  
  
  I am rejecting this response because:
  

  The second property also had problems with video and sound downstairs by the way, thanks for bringing that up, from which a technician was suppose to come but 3 hours passed and never arrived

  Regardless, this is about the incident in the first property, not the second

  
  Regards,
  
  
  
  Adrian Leal