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Business Profile

Moving and Storage Companies

Pinnacle Van Lines LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 July 30, 2024, Ive hired this company to move my furniture from ******* to ************ for around $3800.00, and was promised to drop off the furniture to ************ on the weekend aug 2Aug 4, 2024. Now my family have been sleeping on the floor; we have a 13 months old, and our body hurts.*** called them this morning about the situation, but I they told me otherwise and hung up the phone on my face

    Business Response

    Date: 08/05/2024

    Customer was picked up on July 30th. Customer was explained delivery time frame and signed paperwork explaining the delivery time frame. The move is for over ***** miles which says up to 15 business days which is Aug 20th. We plan on having the job delivered Weds/Thurs. We would have had him delivered sooner but had some issues with driver delays because of the storm. This should not be posted as a complaint because no promises were made by anyone on when they should expect delivery. 

    Business Response

    Date: 08/06/2024

    Hi, at the pickup the guys did an excellent job of wrapping and loading the customers furniture. At the pickup you were given a form labeled Long Distance Relocation. The ******* explained that for a move ********* miles delivery spread is up to 15 business days before you signed that form. He also let you know that we typically get deliveries out much faster than that and will work on it as soon as possible. We had a driver scheduled to pickup the load over the weekend after they we scheduled to load another small job from *****. Due to the tropical storm they were unable to make it to us to load over the weekend. I've secured another driver that picked up the load yesterday 8/5 and expects to be in ** to deliver by the end of the week. So expected delivery spread is up to 15 business days and you will be delivered within 7-8 business days. We look forward to the rest of your move going smoothly. Thank you. 

  • Initial Complaint

    Date:10/30/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 agree for Pinnacle to move kitchen cabinets and granite countertops from *************, ** to **************. I was assured that they would be wrapped and protected through transit to delivery. They destroyed serial cabinets and were NOT seen being protected when they left my residence nor when they arrived in ****. The owner ***** has only offer having ME pay his "friend" to install and he would pay for the repair. I have asked for some return on the shipping cost. He has to me my belongings were "junk" and weren't going to make it anyway. He has been harsh with correspondence and unwilling to effectively communicate a resolution. His business practices are NOT as what he describes.

    Business Response

    Date: 10/30/2023

    First off when I was called about the damaged cabinets I apologized and said to you let me work on a solution. I have family that lives in **** and I asked them if they knew any carpenters and they did. I called the ********* and sent pictures of the damaged cabinets and he said he could repair them for us for around $400-$500 and then he could install them for the customer for around the same price. I thought that price was reasonable so I called back to set that up with you and that was unacceptable because you felt that I was forcing you to use my guy and pay him. I just wanted to get the issue resolved without having to file a claim. Reason being the compensation for damages is 60 cents per pound per item damaged which I knew would be less than what it would cost to repair the cabinets. Your solution of "I only want to pay $1,000 and you refund the rest" was not what we were willing to pay for the damages. To replace the cabinets brand new wouldn't cost that much. I feel that I tried coming to a solution that wasn't paying you $1308.85 and there was nothing I could say or do that would suffice. So, I gave you the claims information that is in all of the paperwork and contract you received and asked you to go though the proper channels to see what the claim would be. Once CSI comes up with an amount for us to pay I'll refund you that to the card that was used. 

    Business Response

    Date: 10/30/2023

    The REAL issue with this customer is money. The woman that paid for everything wants to be reimbursed for what she paid us to ship everything up there. Her sister in law in OH doesn't have the money to pay her back right now so she is taking it out on us now trying to force us to pay much more than the damaged cabinets are worth. The cabinets were used free cabinets that her husband got from a demo job. I offered to have them repaired which is much more than telling her to go to claims and get 60 cents per pound. I don't know why she doesn't want the guy I was going to send them do the job I told her I would pay someone they want to do it to fix it. Nothing other than $1300+ was going to be enough. 

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