Complaints

This profile includes complaints for Pinnacle Windows and Restoration, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pinnacle Windows and Restoration, LLC has 3 locations, listed below.

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• 

  Pinnacle Windows and Restoration, LLC

  Golden, CO 80401-4436

  
• 

  Pinnacle Windows and Restoration of Nebraska, LLC

  5720 Johanna Rd Ste 3 Lincoln, NE 68507

  
• 

  Pinnacle Windows and Restoration of Nebraska, LLC

  5720 Johanna Rd Ste 3 Lincoln, NE 68507

  

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:09/26/2024

  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.

  I contacted Pinnacle ************************************************ ************************************* on May 8, 2024. Salesperson ***** ****** came to my home on May 9th for measurements. An estimate was submitted to my ************** was approved. Finally, on July 19th ***** came back to my home for final measurements. He had me sign the initial contract for the insurance work on his tablet. This information was not emailed to me for my records. I wanted additional windows & changes to some of the insurance claim windows. ***** said he would get change orders to me. I finally received an email from him on August 1st. We spoke again on August 5th & he needed to make more changes. I text him on August 15th & emailed him on August 16th for the final information. I finally received a text on August 26th from him that said I would have all of the information later that day. I have never received anything or heard from him again. Since it had been 4 **************** finalized, I called the office September 9th & asked to speak to someone about the contract & voiding it. I was told the office manager would call me that day - never happened. I sent a text thru the company website on September 10th & was told it was forwarded to the ********** would hear from someone. Again, no response. On September 18th, I emailed ***** ********, ***** ******, & ******** ****** & asked for a copy of what I signed. Not one of them responded. I spoke to an attorney on September 20th and was advised not to move forward with another company until I have a copy of what I signed with Pinnacle. I emailed the owner ***** on September 20th. Today is the 25th & still no response from anyone at this company. Considering the awful service & disrespect I have experienced; I no longer wish to do business with them. I need a copy of what I signed on July 19th so the attorney can review the information. I believe I am entitled to have this **************** makes no sense that they will not provide this to me.

  

  Business Response

  Date: 10/22/2024

  Hello *****,

  We are sorry to hear that we did not follow through on many accounts and hope that we can resolve this matter amicably. I was out of town periodically for the past 5 weeks which is why this has been sitting idol on my side but I can assure you that we can get to a resolution immediately. I have spoken to ***** and he has admitted that he dropped the ball several times through the month of August as it was his busiest month here at Pinnacle. We typically have procedures in place to intercept these types of issues however this somehow slipped through the cracks and we take full responsibility for the lack of professionalism. We apologize for the lack of response and communication with you and have no issue letting you out of your contract. I can send you a separate email that does just that. Please let me know if that will suffice. If you would like us to proceed forward with getting your order placed, I would personally watch after it and keep you abreast throughout the entire project. I could come out as early as tomorrow and meet you to discuss everything in person whether you want to proceed forward with us or cancel the contract. Please let me know how you would like to proceed.

   

  Sincerely, ***** ****

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

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22341935
  
  I am rejecting this response because: 

   Mr. ****, thank you for your response.  I accept your offer to be released from the contract.  Please send that in writing as you mentioned. 

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/01/2023

  Type:Service or Repair 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 ordered windows and screens totaling up to ******* from this company. Since the day I gave my payment for my windows with Pinnacle, I have been treated with total disrespect. From lead times being continuously pushed out, to getting very little communication and responses. I tried to stay patient and understanding for months. After getting my order in November, three months after the original date that was given to me, I opened the boxes and realized a screen was missing for one of the windows. I contacted them and asked about it and they stated they would get back to me. Weeks later, no one did so I called and left another message with another person and was told once again I would receive a follow up, NEVER DID. Fast forward to today, over 3 months without an answer. I called and was told that I have to buy my own screen?!?? Because I signed the slip when the package was delivered. The same package that I had to drive over an hour to meet the delivery truck ON THE SIDE OF THE **** because they wouldnt drive to my house?Please tell me, was I suppose to be able to see through the box and know that the screen was missing before I signed? I have never in my life been treated with such disrespect and lack of customer care. You would think they would try to help. You would think that SOMEONE would have contacted me months ago when they decided that this was now my responsibility. Nope, it is all on me and apparently all my fault. I am filing this complaint because pinnacle windows violated their agreement to include everything I paid for and now are saying I have to pay additional money for a part I already paid for.

  

  Business Response

  Date: 04/02/2023

  This is not a customer of ********************** Home Exteriors Llc,. I have emailed ***** to let her know that she has complained about the wrong company. 

  

  Business Response

  Date: 04/14/2023

  Hello *****,

   

  We are sorry to hear about your negative experience with Pinnacle. We have been plagued with all our manufactures with extended lead times which is completely out of our control. The supplier that delivered your windows sent us a photographed acknowledgement of your entire order and its contents and all was accounted for at that time. We were unaware of the missing screen until we received your complaint last week. After a few discussions with you and our sales associate, we gladly ordered you another screen and sent confirmation of us doing so, free of charge. We are here to assist in any further issues that you may have and hope that you will have a different outlook on Pinnacle after our discussions. 

   

  Pinnacle Management 

  Customer Answer

  Date: 04/18/2023

   
  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.
  
  Sincerely,
  
  *************************