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:10/16/2024

  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.

  Hello BBB of ***************. Below are the details of my complaint/concerns with Pinnacle Pools and their Officer Manager ********* who I attempted to resolve the issue with.On Monday October 7th, at 12:45 P.M. ********* from Pinnacle Pools notified me that she received a report from a leak technician that my autofill canister for my pool was cracked/broken and needed to be replaced. ********* then stated she would send their technician to inspect the area for an estimate of repairs and send me the invoice for approval. On Thursday October 9th, I paid ($1,300.00) for the BID invoice that stated the following work was needed and going to be done (removing existing cement, install new autofill, pour new cement, texture, and paint).On Monday October 14th, the technician installed a new autofill but did not have to remove any existing cement, pour new cement, or texture and paint any of the cement. I then called ********* and questioned the work that was done in comparison to what I paid for in the $1,300.00 invoice. I asked ********* for a copy of the work order completed by the technician. ********* advised she does not have a copy to give me. I asked to speak to her supervisor about being over charged due to the agreement in the BID not being met. ********* advised she was the Office Manager and there was no supervisor I could speak with. ********* said she would just refund me $250.00 & when asked what is the $250.00 for she was unable to provide any itemized documentation of what repairs or labor I paid for. I am seeking documentation of the work completed and a sufficient refund that equates to me paying $1,300.00 for work that was not needed. I do no expect free service but I know that replacing the canister and not digging up my concrete did not cost $1,300.00 and I should be receiving a lot more than $250.00 back to include documentation of the work that was done. Being told that I can't speak with a supervisor is very unprofessional. Thank you

  

  Business Response

  Date: 10/16/2024

  On Oct 9th BID #***** was sent to the customer. The *** was approved, signed, and paid for by the customer. The BID did list the incorrect scope of work to be performed. The description detail was overlooked by the office manager and by the customer both at the time over signing. The approved BID that was approved and paid for generated invoice #***** showing paid automatically because the customer had paid in full upon approving the BID. 

  The work was completed on Oct. 14th and work order was completed, On Oct. 15th the customer contacted us by email asking for a call in regards to the listed description of work listed on the BID verses what work was actually performed on her property. The office manager explained that the invoice was incorrect as for the description of the work performed compared to scope of work that was actually completed. It was explained that the description had been overlooked and apologized for the error and offered some sort of refund because it was clear that the customer was not satisfied with the amount paid compared to what she thought had been done to the repair that took place. The office manager has asked the customer several times for her Zelle information so that she could process a refund for the her error. The customer has been informed that the price was adjusted according to the scope of work performed but the description of the work had not been edited. The office manager has attempted in several ways to see that the customer be satisfied and yet the customer insists on receiving documentation that has not yet been provided to us yet. We do not give itemized invoices showing labor and  parts cost. The invoices prices include labor, installation, and cost of item all together. 

  The office manager does not know the full scope of work for each job and has admitted her mistake to the customer. The customer seems to want ********************** for free and that is not something that any business will do. There was a service that was provided to which that service fixed the issue at hand. The pool was loosing water due to the autofill canister being cracked. It has been replaced and the pool is no longer loosing water. The fix will also resolve the issue of the water usage being high and being fined from the water district. 

  This customer reach us for a reason of concern regarding her pool loosing water and/or her water bill being high. The problem has been resolved and the pool is no longer loosing water. The customer is so concentrated on the clerical error of the description of the work performed instead of focusing on the fact that the leak has been fixed. Once again the customer was misinformed only by the description of work that was on the approved, signed, and paid for BID. She missed the description just the same as the office manager did. 

   

   

• Initial Complaint

  Date:10/13/2022

  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.

  This company was given to me by my home warranty insurance company to fix my spa.They came and told me I needed a new spa pack and it would cost me 350 out of pocket. I waited weeks for the unit. They came to install it but did not have the correct parts. Again another week of waiting for parts to be ordered Once the parts arrived they came and installed the new unit. When they were finished I was told to fill the spa and let them know if it worked. ***** should have waited to check it . I asked for owners manual on how to work new unit. They did not have one and said it would be easy!After filling the spa nothing works now. What started as just a heater problem has now turned into nothing working.*** came out to check what was going on but could not get it to prime or work. He told me "you need to hire a spa repairman " and gave me two people to call.If they were not capable of fixing the spa why did they take the job?350.00 for them to make my spa worse.

  

  Business Response

  Date: 10/28/2022

  Hi *************************

   

  We have read and replied to your same EXACT reviews on ****** , Yelp and now BBB. We stand by our public statements that we already gave to you on ******, yelp and wherever else you decided to review our company. Due to your outstanding  unpaid invoice for work completed, this is now a legal matter and we will longer respond to your review here on The BBB. 

   

   

  Thank you , Pinnacle Pools

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18208847
  
  I am rejecting this response because: I have paid this company all required fees. I have contacted Choice Home Warranty about their alleged outstanding balance. They said I am fully paid and that they  have told the company to Not contact me for any bills. Choice also aware that I am out an additional $250.00 to fix the job that they were unable to do. I have bills and statements that show that the job was uncompleted and left not in working condition. Any further contact with this company should be sent directly to my legal team.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/01/2022

  This shows that there was a stop payment on her claim. Also the extra $125 she claimed she spent with the uncontracted tech was $250 when in fact it was only $125. this is the actual invoice.The wiring for the pack comes prewired and can have been easily fixed with the manufacturer warranty. 

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18208847
  
  I am rejecting this response because: Here is the proof of the other ****** paid on 10/19 to Spa doctor for his second trip to get working what Pinnacle did not fix. They left the job before even testing it. They were the ones who recommend the Spa Doctor at my expense because they did not know how to fix what was wrong. I should not be out the extra $250.00 to have their job completed correctly. Now they are billing both myself and the home warranty company. Choice warranty has told Pinnacle pools to bill them directly. Yet I have received an invoice #***** for $1.025.00  which is being paid by home warranty. Are they wanting double payment?
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/02/2022

  Hello .

   

   In response to complaint Complaint: 18208847  We at Pinnacle Pools were Hired By ******************** Home warranty in the month of September. The amount agreed to do the job was $1300 plus $75 for cables which did not come with the spa pack . ****** agreed amount to pay out of pocket was $375 and her ***************** would pay the remaining part of the claim .The $375 was paid in full by **************** to start the job. The parts took more than two weeks to arrive and when they did we found out the mounting wires were not included as part of the install.  Another week went by waiting for parts. Prior to  the time of install ****** had emptied the spa and our techs were not able to fully test the spa pack that we installed. Our techs did test for power and it was verified working but not functional since the spa was completely empty . The scope of work only included the installation of the spa pack NOT filling the spa with water or priming the spa . Within one hour ****** called our company and said she filled the spa and nothing was working.  As a proactive company we rushed over to help her . We spent an hour trying to help her with her spa priming and were unsuccessful. Assuming this was user error since she filled her spa herself, we decided to take caution due to possible air leak from her main pump causing her pump not to prime,  which we did not touch during the spa pack install. We advised her to call a *********** or **** the spa doc which someone use often to help her with the start up. She did use our referral and then took the social route to discredit our company which kept us from helping her any further. 

  The full report from **** , Our recommended tech, was neutral wire that needed to be switched over to 220v from 120V. Which is common since all spa packs are modification(not original)  kits which are prewired straight from the factory. They wiring must be modified at times to fit older style spas , specially spas over 20 years.  The other issues found, as we expected were loose fitting around the spa motor unions causing the spa not to prime quickly.  We were not hired by ******* warranty to company to touch the motor only install the spa pack . The spa pack has a one year manufacture warranty by (Gecko) which *************** could have used FREE of charge unfortunately she took the quick route to fix spa as quickly as possible because she was in a rush to use her spa . For further information on all spa packs made and how they are pre wired from the factory please call Allied ************. The other outlet to file a real complaint is through the contractors board. We are 100% fully licensed and contracted and would not jeopardize our license in any way. If she feels she been cheated by all means contact the correct authority.

   

  We have worked with **************** company for over 12 years and know to well how warranty company works ., When a customer calls in to complain A cash out is offered and monies are redirected back to the customer without question. In turn The contractors are out Labor cost and parts. We have already shown Proof without doubt to the BBB and our legal team that payment was stopped and not approved . The billing cycle is Net 30 which payment was stopped on the 25th day before a check was going to be sent . We have also have emailed her warranty Company many times and they are not giving us any information about payment .So, we are seeking full payment from ************** for for the Complete amount of unpaid balance of $1025.00. Which she is well aware of. We currently seeking legal counsel to recover *************** unpaid balance due. 

   

  Thank you Pinnacle Pools 

   

   

    

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18208847
  
  I am rejecting this response because: Pinnacle Pools Response full of untrue facts.

  1. The amount I agreed to pay out of pocket for extra parts not covered by insurance was $****** which I did pay before any work was done. Looking at his invoice you can see that the extra cables that did not come with spa pack was $75.00. No where near $******.

  2. When ***** came to my home to see the spa I was instructed by him to make sure when they returned to do the work that the spa was to be drained. ***** stated that if it was not drained they could not wait for it to drain or be able to install spa pack.  After the spa pack was installed ***** told me to fill the spa and check it as they did not have time to wait for it to fill to be checked. He said if there were problem to give them a call. Had they waited they would have seen it was NOT working. *** did come out to see what was going on but told me to call the Spa Doctor. He did not know how to fix the problem(wrong wiring) (later and $****** we find out it was wired wrong) Priming and my pump had nothing to do with it not working as stated by **** the Spa Doctor. Reason for not working was spa pack wrong wiring.

  3.Pinnacle should have tested their work before leaving the property. I did call Allied and told them what was going on. They said the could not help but to have Pinnacle come back out. To think that I had/should call the manufacture on something they just installed is ridiculous.

  4. As for being in a rush to use my spa. YES I first contacted Choice on 8/25/22.Unfortunately they kept sending out pool repair companies who did not work on portable spas. Then they sent Pinnacle. at this point due to them I am out $600.00.  I am a 65 year retired teacher with muscular dystrophy that uses the spa every night to relieve pain. So yes I was in a hurry to use it. I had waited from 8/25. Fix completely on 10/19/22. That is  a very long wait.

  5.Choice has never offer or paid me a cash payout. Choice told me they do not do that for these type of repairs.  They have tried to reach out to Pinnacle but I was told they do not return calls or answer when they call. ********* was told to call the accounting ***** I have no authority to stop payment from the home warranty company. My case manage(*************************) and I have talked several times about this matter. They assure me that they will handle it. They are not pleased I had to bring in someone to fix the job. 

  6.Both **** the Spa Doctor and Choice are will to write statements to back all info, communication and findings.

  7. Contacting the contractors board is a great plan. that will be my next contact. It was also recommended from my lawyer  to take this matter to small claims court if it does not get resolved.

  7. Bottom line is I should not be out of pocket $600,00. (****** plus ******) Pinnacle should cover some of this expense. 

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

  

  Business Response

  Date: 11/08/2022

  To whom it may concern:

  We stand by our decision and by the proof we have. We will not go back and forth. This should be closed out.