Complaints

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• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  History:8/18/21 Ordered HDU sign for our neighborhood entrance 1/5/22 Signs were finally made & installed 2/6/23 (13 months after installation) Notified Pinnacle that the sign was popping off the brick monument in three places - told they would be out to repair 2/14/23 - Pinnacle asked for pictures so the installers were prepared when they arrived.2/24/23 - Called to ask when they would be out, told would let us know when we are on the schedule 2/28/23 - Called to ask again & was told they were about to have a scheduling meeting & then I would be notified when they would be out 3/6/23 - Received e-mail stating that since it had been over 12 months since installation, it was out of warranty and would have to pay $450 for the repair What we ordered: 2 - 1 1/2" thick HDU signs for our brick entrance $2,388 Installation $350 $2,881.28 Total No warranty length was stated on the quote or the invoice.Nature of Dispute:Once the sign popped off the brick we can see that the installer used 2" screws to install 1 1/4" HDU sign to our monument.Upon checking with other sign manufacturer/installers, a 3" - 3 1/4" Tapcon s**** should have been used. I also checked with the Tapcon manufacturer's distributor, Confast, to determine what their opinion was. They said:"The length of masonry s**** must be equal to the thickness of the material being fastened plus a minimum of 1 with a maximum embedment of 1-3/4. "Installer used a 2 s**** is an inherent & latent defect that Pinnacle is still responsible for and has nothing to do with any stated or unstated warranty.In checking Georgia Law, I believe that this might be applicable. 51-1-11.1. Liability of Product Seller as a Manufacturer What Pinnacle has done to try to resolve the issue:They have offered to come out and put longer screws to attach the sign better for $450.The have offered to leave touch up paint for when the s**** hole cover paint chips off I can touch it up.

  Business Response

  Date: 07/28/2023

  At Pinnacle Custom Signs we offer a customer experience far beyond other sign companies. We have been in business for 12 years and never had the same issues as we have had with ************************* Neighborhood. We offer a 1 year warranty on all parts and materials. This may not have been on our invoicing when the project was completed for *************************, but it is always told to our customers.
  With the customer stating we never issued a warranty of any sort, we are under no obligation to repair or replace anything. This was ************** own interpretation of our services. Also, this warranty period starts with the original install date.
  Grayson Knolls record of events is not entirely accurate and tarnishes Pinnacle Custom Signs name and reputation in the business community.
  From our records, the below is the series of events which occurred.
  Sign order was placed 8/12/2021
  Original Sign was installed 3 weeks later on 8/31/2021
  This sign was installed level, using a 4 span level
  The customer complained the sign was not level
  Pinnacle Returned on 9/2/2021
  Found the brick work to be unlevel, therefore throwing the view of the sign to look unlevel
  Pinnacle discussed options with the customer and decided to make the sign even with the bricks and not level
  Customer Signed off on this
  Customer Called in Early October 2021 to complain about paint defects
  Pinnacle worked with Distributors to find out what the issues could be to try and remake the sign, at NO COST to *************************
  Pinnacle Returned to ************************* on 10/14/2021 and put up temporary aluminum signs with prints, and removed the defective signs to study what may have happened and proposed a solution
  Temporary signs were up while Pinnacle came to the conclusion there are too many variables and we could not nail down one issue which caused the defects in the paint and sign.
  New Signs/ Warrantied Product were installed on 1/5/2022
  Pinnacle completely remade the signs, at NO COST to ************************* and Re-Installed at NO COST to *************************
  Pinnacle Left touch up paint, and the temporary aluminum signs with ************************* behind one of the signs
  2/6/2023 ************************* reached out to ask about repair
  Pinnacle requested $450 for the labor to come out and complete the work needed seeing as Pinnacle Has done everything else in good faith. It was 13 months after the new sign was installed, but 17 months since the original order was completed
  To solve this issue, Pinnacle has no problem returning to site. Pinnacle Custom Sign simply requests payment of $450 for time and labor to repair the sign as the customer would like. 

  Customer Answer

  Date: 08/03/2023

  [RESPONSE 1] The warranty was never stated verbally or in writing.  When I inquired about how long it would be before we would have to paint or do any maintenance to the sign, I was told 5+ years.
  [RESPONSE 2] After the initial installation was done it was immediately reported that the signs visually appeared unlevel.  Pictures were sent via e-mail to show how unlevel they were.  Pinnacle stated the original installation was level to gravity/earth.  Unfortunately, when dealing with an existing brick and mortar monument, it is not visually pleasing to have one end of a rectangular sign an inch or more below the mortar line and the other end right at the mortar line.  Common sense would tell you that the top edge of the rectangular sign needs to follow the mortar line.  I have pictures if you would allow me to upload them.
  [RESPONSE 3]- Given the fact that the signs had only been up a month and the paint was bubbling and peeling at no fault of *************************, it makes sense that Pinnacle would need to re-make or repair the signs at no cost to our subdivision.  I was told that the conclusion as to why the paint was bubbling and peeling off was because during the routing process the motor on the routing equipment leaked oil onto the *** material causing a paint adhesion problem.  We were incredibly patient while we waited almost three months from the time the temporary signs were installed and four and a half months from the date of order to when they finally remanufactured our signs and got them installed.  During this time I had to initiate all of the communication to find out the status.
  [RESPONSE 4] - Pinnacle never left touch up paint at any of their visits.
   [RESPONSE 5] As I stated in my original complaint, 13 months after the remanufactured signs were installed, the sign on one side of the entrance came loose from the monument in three places due to the installer using 2 screws to attach 1 *** (thickness at the places where the screws were going through the original 1 material.) sign to our 35 year old existing brick monument.
  
  One of the problems with their communication was that five times in 22 days when I called about the repair; Pinnacle told me that they would be out to repair the sign.  Exactly a month after my initial report that the sign was coming off the monument I received an e-mail stating that the warranty period had ended and it would cost $450 to come put a few more longer screws in to hold the sign to the monument.  By the way, the cost of the original installation was only $350, so I considered this an exorbitant amount.  Really, any amount would be too much since the problem stemmed from the fact that the Pinnacle installer used a 2 s**** instead of a proper 3 3 s**** for the installation.  It was an inherent and latent defect that Pinnacle is responsible for by Georgia law regardless of any stated or unstated warranty.  It is just plain and simple poor workmanship.
  In conclusion, since Pinnacle wasnt willing to make good on their installation mistake, I had to hire another company to come and affix the sign properly.  The guy that came out had been installing signs for many years and stated that there was only about bite on that 2screw and he is surprised it held as long as it did.  He also said that Pinnacle should have primed the *** before they painted it and he could tell that they did not do that because he could see bare ***.
  
  I no longer need Pinnacle to attend to our signs.  A reimbursement of what I had to pay another company would be nice, but I am quite sure they would not agree to that outside of small claims court with the way they failed to accept responsibility for their installation mistake.  All I want now is for others to be aware of this companies workmanship and communication issues.