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:04/16/2024

  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.

  II purchased a gas oven range from Pinnacle Sales Group over two years ago and the oven has never worked. They came out for a repair in November 2023 had to wait over a month for the parts to be installed. The oven still does not work. Gets the same error code. Called for service was told the parts are on order with an end of May delivery. I think this is unacceptable. The oven has never been operational and they can not get the parts. I have requested a replacement and they tell me to wait on the part for the repair.

  Business Response

  Date: 04/26/2024

  Good day,

  We take all customer concerns very seriously and want to provided excellence in all experiences with our products and services.  We received the BBB notification on 4/25/24.  Prior to this we had been working on expediting these parts for repair of this unit to get the repair done as quickly as possible.  As of 4/20/24  the parts in question have been delivered to our service agent.  We have contacted ******************* and the servicer that will be completing the repair. We also have a date of 4/30/24 to complete the repair.  We have also discussed future actions with ******************* should the repair not work that is acceptable for all parties involved.

  We are very sorry for the inconvenience that this has caused *******************.  We look forward to resolving this as quickly as possible.

   

  Thank you for contacting us.  

  Customer Answer

  Date: 04/30/2024

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

• Initial Complaint

  Date:11/13/2023

  Type:Product 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.

  On Oct 12 or 13, 2023, my husband ****** contacted ***********, who referred him to Pinnacle, about a *********** we purchased through Pinnacle. He told Pinnacle that our contractors installed the hood on on Oct. 12, 2023, and that when the power was turned on a very loud noise was heard. It was obvious that there was something wrong. The contractor said that the problem was likely either at the roof vent or at the motor of the hood. ****** then went on top of the roof and found the vent to be just fine. After ****** called Pinnacle and was transferred a few times to the appropriate department, they took down the information (from his initial call, he was on the phone approximately 1 hour). On Oct. 13, ****** received an e-mail that Jerome R. was assigned to his case. Jerome contacted ****** and ****** had him listen to the noise coming out of the hood. Jerome agreed the sound wasn’t right and said he will contact ****** within 48 hours. On Oct 15, ****** received an e-mail from Pinnacle requesting some more clarification and to provide a video and contact them. ****** contacted them once again (again on the phone a long time) and had them listen to the sound again coming from the hood. ****** hasn’t heard back from Pinnacle, so on Friday, Oct. 20, we contacted a company in town who works on hoods, ***** **** ********* They sent a technician out on Monday, Oct. 23. The technician found that the problem was that the hood had a loose screw going from the fan to the motor - a problem from the vendor’s end. In a separate e-mail with Pinnacle’s Support Team, we sent to them a copy of the ***** *****s invoice, plus a 2nd form explaining how the technician fixed the hood, and we wanted to be reimbursed the amount of $158.44 which we paid ***** ****. (Between the vent and the hood, we spent approximately $15,000 on the *************  We do not feel that we should have to pay for having the hood fixed by an outside vendor. We were dealing with Pinnacle for a week trying to get the matter resolved but got nowhere. We were hoping you can help us resolve this, however, we will accept your decision one way or the other. Thank you, Better Business Bureau, for your attention to this matter, and have a pleasant week. Sincerely, **** ********

  Customer Answer

  Date: 11/22/2023

  Complaint ********

  Thank you so much, BBB of Central Florida, for reaching out to a vendor, Pinnacle Sales Group, regarding an issue we were having with them.

  Pinnacle reached out to us this morning and apologized.  One of the owners, Daves, also reached out to us.   Pinnacle will be sending us a check in the full amount we requested.

  Again, we are deeply grateful for your assistance, and we hope you and your family have a wonderful Happy Thanksgiving.

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

  Business Response

  Date: 11/22/2023

  Of course we will pay this service fee associated with an in warranty product that we sold.  Very sorry for the confusion.  As stated by the customer we have been in contact with them and resolved this issue. 

   

  Thank you,

• Initial Complaint

  Date:06/07/2023

  Type:Product 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 Sales Group, acting through its "After Sales Support Team", acts as warranty service agent for **** appliances. Pinnacle refuses to repair an **** dryer still under warranty. Please see the attachmen* ********** BBB complaint" for more specifics. We purchased the dryer from ******** Appliances in January 2021 for $1,377.00, plus tax. (As described in the first attachment, the dryer was replaced by ******** when it failed six weeks after installation.) At Pinnacle's demand, we paid $641.27 for an unneeded vent cleaning before Pinnacle would provide repair. Vent cleaning is not required by *****s warranty. Pinnacle still refuses to make the repair or to commit when it will do so. We ask that the dryer be repaired, once and for all, and that we be reimbursed for the needless charge of $641.27 (which is half of what we paid to buy the machine in the first place). I can provide copies of invoices and emails if you would like. I am filing similar complaints today against **** and against ********, which recommended and sold us the **** machine.

  Business Response

  Date: 06/19/2023

  Angie ********, our Senior Manager for Customer Experience, has researched the complaint and on June 16 she was able to speak directly with the homeowner, Mr. ******.  She acknowledged Mr. ******'s frustration with the repair process for his **** tumble dryer, and offered a sincere apology.  Pinnacle Sales Group has offered to cover the cost of Mr. ******'s vent cleaning and to extend his warranty for a total of 5 years, from original purchase date of 08-27-2021 to 08-27-2026.  Also, Mr. ****** will receive a reimbursement for his out of pocket cost for the vent cleaning in the amount of $641.27 within 2 weeks.  The repair part needed that has been on backorder arrived sooner than projected and has already been shipped to the local repair service company.  An appointment for repair has been set and confirmed with both the repair service company and the homeowner for Wednesday, June 21.  We expect this repair to correct the problem with the dryer, and we will follow up with Mr. ****** to assure his satisfaction.

  Customer Answer

  Date: 06/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  These are all promises of future action.  I cannot accept the response unless, and until, Pinnacle actually does what it promises. Given Pinnacle's poor history of responsiveness, I am not at all confident that Pinnacle will do that. 
  

  Notably, the simple part that was missing for months only suddenly appeared "earlier than expected" when the BBB intervened and I suggested to BBB (as I had suggested to Pinnacle before, but was ignored)  that they simply take a capacitor from another machine.  Once I said that to the BBB, suddenly -- the next day! -- the mysterious capacitor, missing for months, suddenly appears. 

  Pinnacle makes nice promises.  It remains to be seen whether they will fix my long-failing clothes dryer.  Pinnacle's promises alone don't get my laundry dry, and that's all they've given us here.   
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/25/2023

  Dear BBB,

  My name is David ******* and I am one of the owners of Pinnacle Sales Group.  I had a great conversation with Mr. ******.  In his words since he got the BBB involved he has seen a 180 degree difference in Pinnacle responsiveness to this situation.  All repairs were completed and the check that was issued to him was deposited.  Mr. ****** has simply not been home often to test the machine and since he has had some many issues he can't say with 100% confidence that the machine is fixed, but BBB does not give an option to reflect this position.  He acknowledges that we have performed the repairs in attempt to fix the machine but wants time to make sure that he does not have more issues with the unit.  I completely understand his position, but I also need to make sure that Pinnacle Sales Group does not have complaints unresolved with the BBB.  How do you suggest that we proceed with this?

  Thank you again for brining this issue to our attention.  We look forward to hearing back from you on how to resolve this moving forward.

   

  All our best,

  David G******