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:04/15/2025

  Type:Billing 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 COMPAY IS TOTALLY TIME WASTER I DID SPEND 4 HOURS WITH THE CONSULARION FINALLY SAY CREDIT NOT GETS APPROVED THSI IS REDICULAS , I AHVE A EXCELLENT CREDIT HISTORY , I WILL ADVICE EVERY ONE DO NOT GOES WITH THEM , THEY ARE TIME WASTER ONLY

  Business Response

  Date: 05/08/2025

  I've attached a letter of response for this complaint
  
  Better Business Bureau
  
  
  RE: Response to BBB Complaint Complaint ID  ********;  ******** *****
  To Whom It May Concern,
  Thank you for bringing this matter to our attention. At Pinnacle Exteriors, we take customer feedback seriously and aim to ensure that every homeowner has a smooth and respectful experience with our team.
  After reviewing this complaint, we would like to provide the following clarification:
  The customer in question initially did not qualify with the first lending partner used during the consultation. However, we understand the importance of offering alternative solutions. Our team promptly returned the following day and successfully helped the homeowner secure financing through a different lender, allowing the project to move forward.
  We regret any frustration the initial financing process may have caused and appreciate the customer's time. Ultimately, we were able to deliver a solution that met the customer's qualifications and allowed the job to proceed.
  We remain committed to transparency, responsiveness, and customer satisfaction.
  Sincerely,
  **** ******
  General Manager
  Pinnacle Exteriors
  **************************************
  ******************
  
  

• Initial Complaint

  Date:10/15/2024

  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.

  Noticed Installed my gutter guards completely wrong... And nailed them to the roof instead of using the clips that hold them to the gutters. This was not good as they were not properly alowing water into my gutters and caused water issues. Someone from pinnacle came out to verify the issue And we heard back they wanted to talk to us...... it's been a few weeks and nothing.They didn't even pay the tree service contractor. He was here knocking on my door almost 9 months later. They never came out to rectify the improper work

  Business Response

  Date: 10/21/2024

  We have spoken to ******, ******** wife on 10/16/24. We have addressed their concerns. We are looking into the gutter issue with our filed agent to gather the facts of the complaint with the gutter. Also the tree company was contacted on multiple occasion with the required documents needed  for payment. (W-9 and Certificate of insurance). This was explained to ******. She stated she understood. Furthermore ****** stated she will speak to the tree guy directly and explain it to him, as she does that for a living. We advised her we do not want to make the responsibility hers, which she stated it is not a problem. We thanked her for her understanding. To date we still have not received the required docs to cut a check. We have not received any feedback as of yet regarding this conversation from either ****** or ******. 

• Initial Complaint

  Date:09/21/2024

  Type:Order 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.

  I fell victim to an agressive marketing tactics by Pinnacle Exterior and ended up signing a finance agreement, thinking I was only signing for potential solar panel project. I attempted to cancel soon after the 3 day cancellation period had expired and was met with statements that there will be legal action to collect on the agreement. The company avoids email communications and is purposefully evasive in their tactics to get these contracts signed. Others should be on-guard when working with this company with regard to what they agree to. The contract has a lot of fine print that is largely in favor of the contractor over the homeowner.

  Business Response

  Date: 10/01/2024

  See attached response to this complaint. 

• Initial Complaint

  Date:04/09/2024

  Type:Sales and Advertising 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.

  Wont stop calling. We have them over once, the salesman was 1 hour late, and reeked of weed, then tried to hard sell **. Now the company had ******* CONTINUE to call despite me telling them EVERYTIME THEY CALL TO STOP AND DELTE my contact information. They are rude and have refused even after the 5th time I have told them to stop.

  Business Response

  Date: 04/16/2024

  Please see attached response.

   

  Thank you, 

  *****

  Customer Answer

  Date: 04/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21552812
  
  I am rejecting this response because: I have proof in the form of call logs that show that you have called me despite you saying you have not, saying you never called me yet I have received multiple calls from your phone numbers trying to sell me your products tells me you either have a vendor problem like contractor problem or you just have no idea how your business works and what's going on, either that or you have your public books and you have your private books either way I will not accept this solution as it is evident that you are misrepresenting the information in this complaint.
  

  
  
  
  Regards,
  
  *****************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/28/2024

  Type:Sales and Advertising 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.

  They have been contacting me about solar, repeatedly. I've asked to be removed from their list. I've spoken to a manager and asked to be removed from their list. This is over years, multiple calls a week. I've told them I am on the do not call list. Currently they are calling and giving different business names for companies that don't exist. I recognize the callers voice though, they have some good telemarketers. They hang up when you ask for an address. I'm probably going to have to *** them to get them to stop but it would be nice if they could just stop without me having to go through the effort.

  Business Response

  Date: 04/09/2024

  Good morning and thank you for reaching out regarding your concerns. First and foremost, I would like to apologize for the troubles you have had. After checking our records, you are and have been on our DNC list for quite some time. I've also searched our phone database and do not see any calls within the last year which is the furthest back I can search. It shows that you originally got in our system but putting your information in online for information on solar, which makes it possible it could be other companies calling. 

  Please reach out to me at ************ with further questions or possibly the phone number you are receiving these calls from so I can further research or help with this. It is never our intent to call people who do not wish to be contacted. 

  Thank you, 

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

  President

• Initial Complaint

  Date:03/08/2024

  Type:Sales and Advertising 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 lied to us. When we signed up, the salesman, *****, told us we would receive a 30% tax credit. He said when we get it to put it towards our loan to keep our payment on the loan a smaller amount. We spoke to him after having our taxes done and only receiving a 3% tax credit on our taxes in no type of a refund. He then proceeded to say he never said that and would never guarantee that. He definitely, 100%, told us we would receive 30% back so we could put it on our loan. They also installed solar panels on the wrong part of our roof and made the change without telling us. We were given about a 3% credit for that error. Extremely unhappy with this company, false advertising, and they jacked up their prices compared to other solar panel companies. Please do your research and shop around. I wish we would have. We have talked to other people who paid less than half of what we were charged. They even said we were getting some sort of deal by adding it to a commercial order which was a lie. We found out they told that to someone else, too. They came around our neighborhood and spoke to people and didn't even give us any credit for our neighbors signing up, but they went around and talked with people before we even got a chance to. They wouldn't have even been in our area or received their business without us going through them.

  Business Response

  Date: 04/16/2024

  Please see attached response to this matter. 

   

  Thank you, 

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

• Initial Complaint

  Date:10/09/2023

  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.

  *************************** came to our house in June and we signed a Home Improvement Contract. We did not know it was the contract for our panels. They ordered the panels and threaten use with a 50,000 dollar contract. That if we did not go through the contract we would have to pay. Then when the crew showed up. The installed 2 broken panels and did not reinstall the panels. My husband called for a finish order. We have not seen a install contract. The loan company keeps calling us for payment but our install contract has not been brought to our attention. Not only is our electric bill not being taken cared of our loan is due. Yet, no response for the broken panels. 

  Business Response

  Date: 11/03/2023

  Thank you for reaching out to us regarding this matter. As always, customer satisfaction remains our primary goal. 

  In regards to this matter regarding ****************, the customer signed the contract on 06/25/2022 in his home with ********************. As seen in the attached document, **************** signed a document that clearly states Home Improvement Contract How he is confused or did not realize he was signing a contract is confusing. In August, he called to cancel the contract that he now says he did not know about. At this time we informed **************** that he was well past his legal recession period and we already had the product and some permits approved at this time and there would be a cost associated with cancelling the contract at this point. He chose to proceed forward with the work. 

  The system was installed, inspected and permission to operate was received by the utility company very shortly after the installation (see attached). 

  In March of this year the homeowner called in stating 2 panels were broke. we sent a tech to the site to inspect this and found no broken panels. Upon speaking with the customer and seeing what they saw, it was determined there was a glare on the panels that made them think they were broke. Since this time, we have not heard from them. As recently as yesterday and today I called the numbers I have on file for the homeowner and did not receive an answer or call back. During this same call, ***************** referenced she did not have a copy of the contract that was left with her at the time of the sale so I emailed her a copy to the email address ********************* She confirmed receipt of this at that time. 

  Currently, the solar system is turned off by command which was done by their finance company due to them (the bank) not receiving payment. This is an agreement between the homeowner and the bank and not something we are a part of. Once the job is completed per state and local code, our responsibility is confined to warranty work. If there is an issue with the financial company that financed the project, we are happy to assist but can not make determinations on this as we are not the bank. 

  If the homeowner feels there is a current issue, we encourage them to reach out to us so that we can schedule for a repair tech to go on site and solve the issue(s).

  If there is any other information needed or we can be of any help, please do not hesitate reach out to us. 

  Thank you, 

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

• Initial Complaint

  Date:07/19/2023

  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.

  They installed the panels and told me The job was completed. But they did not install the meter box that is needed for this city. I have called and so has the city. All I want is to have the job finished so I can actually use my solar panels.

  Business Response

  Date: 08/10/2023

  Thank you for giving us the opportunity to address ************************ issue with her installation. Due to supply chain issues we were held up from installing her second meter that is needed for her solar project. We have since received it and are scheduled to install it August 11, 2023 but unfortunately have not been able to reach ******************** as of yet. We will leave it on our schedule and if we do not hear back from ******************** we will still attempt to install it on that Friday unless told otherwise. I apologize for the delay in getting this wrapped up but it was out of our hands, Thank you for your time and consideration in this matter.

  Sincerely

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

  President

  Pinnacle-Exteriors

  August 9, 2023

• Initial Complaint

  Date:05/11/2023

  Type:Sales and Advertising 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.

  I submitted my phone number to this company on 9/6/2022 and was called from a company called “Everything Local” about solar power. I told them I am not interested and to remove me from their call list and database. Their telemarketers proceeded to call me every week when I told them same response. Clearly they have no process to remove uninterested people from their list and spam call over and over. I finally found out the company name is Pinnicale exteriors and called to ask them to remove me from their call list and database with no success.

  Business Response

  Date: 05/17/2023

  03/27/2023 
  I appreciate you reaching out to me regarding the above referenced matter. After reviewing the complaint in  comparison to our records, I have gathered the following information below.  
  Thank you for the opportunity to address *** *****’s concerns with our do not call procedures. *** *****  entered her information on one of our sites on Facebook. This does allow us to follow up with phone calls since  they requested information from us and supplied their personal information. We only contact people that send  us their information. We do comply with State and Federal laws concerning do not call protocols. When *** ***** asked us to stop calling her, we placed her number in our DNC database which is NOT the same number  provided in this complaint. The number we originally placed in our DNC database is ###-###-####.  Unbeknownst to us at the time is that there was a second number, referenced in the complaint as ###-###-####, that we have subsequently added to our DNC database, so no future calls are made to *** *****. I have  personally confirmed that both of these numbers are on our DNC list so neither will be called in the future.  
  We appreciate the BBB reaching out to us to help resolve this matter and as with all customers, we do our best  to satisfy all customers. We would hope this answers this complaint and it can be marked as closed.  
  If you or the homeowner have any questions in relation to this letter, please do not hesitate to reach out to me at  ###-###-#### or email at ***********@Pinnacle-Exteriors.com. 
  Thank you,  
  
  

  Customer Answer

  Date: 05/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:  this company called me numerous times after I requested to be put on their Do Not Call list for my mobile ####-###-####.  Each caller apolgized and said they will do it and do not know why the last person did not already add me to the DNC list.  They also all gave me the company name of "everything local" which is not a company that can be found online.  I asked on 3 or more occasions to be connected with their manager and they said they were not available but would remove me from the call list.  The last person who called finally told me after I asked who signed their pay check and where they are located that "everything local" is pinnacle.  Each caller was very evasive and each caller clearly did not have an effective way to remove people from their do not call list.

  I would like to request their records of date and times they called and their notes for each phone call
  
  
  Regards,
  
  
  
  *** *****

• Initial Complaint

  Date:05/04/2023

  Type:Sales and Advertising 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.

  When the sales associate person came to give us the run down and show/sell us the system, he told us about that tax credit. He DID NOT TELL US TO CHECK WITH TAX PERSON about the details. He spoke with such knowledge and assurance in his voice. He said that the tax credit would come as a rebate type deal and we need to apply that to the loan before X date so our monthly payments don’t go up from $209 to like $360 or something like that. I have all the details of the amounts in the fine print.
  He said that the money will come to us when we file taxes and that it’ll be around $17,000.
  
  Well what they don’t tell you, and I’m sure they know by now since it’s been a thing from the year 2020 at least, and everyone who didn’t get that refund like they were told they would had probably called in and freaked out about it.
  I talked to my tax person. It’s a NON REFUNDABLE CREDIT. It goes towards what your tax liability is for the year. And ONLY CARRIES OVER FOR ONE YEAR!!! So unless you owe the federal government over $20,000 in taxes for the year, that credit doesn’t actually ever help!!!!! Being a low-income family, we got a $2000 tax return with the Solar credit applied and $14,000 carrying over to next year to NOT HELP US THEN EITHER!!!!!
  This is pathetic. I won’t be able to afford the monthly repayment once it skyrockets since I don’t have $17,000 laying around and the PROMISED rebate/credit isn’t what they said it is!
  They tore up my cement walkway to put the ground wire in even though I asked them to go through the garden area and leave my cement alone. They broke one of my foundation blocks when they drilled the hole for the electric box tap wire, and broke the crappy wall stuff that’s down in the basement where it came through inside. They left so many metal shavings in my basement, I have 9 cats and 2 kids to worry about getting metal in their feet! Absolutely pathetic, the guy said “yeah we’re supposed to make it look like we were never here” as he barely cleaned up!

  Customer Answer

  Date: 05/10/2023

  We signed up for this in July or August 2022. The install didn’t happen until November 2022. The inspection of the solar system came back as failed, they came and fixed one issue and had another inspection. The township failed it again. Pinnacle never called to have another inspection or have the issue fixed. The whole winter from install date in November 2022 until May 4th 2023 I was unaware my system was failed by the township because pinnacle failed to relay that to me or schedule another inspection or fix the issue. Now we’re in May 2023 and I’m being told I have to put another shut off system in my basement which means more drilling holes in my foundation. NO! I can let them come and undo all the work they did and out the electrical box for the solar on the outside. NO! More holes and they broke a foundation block while installing the electrical lines for the solar to my electric box. They are trying to work with me on this but I’m very upset that for months I had a failed system and they knew about it, and didn’t care I guess? If the winter had been super sunny and I made over what I needed to use, I wouldn’t have gotten a check from ****** for it at all because they allowed me to have a failed system for 6 months! They failed to stop the township inspector from coming and doing an inspection for no reason. Pinnacle was supposed to do work on May 5 2023 but it was raining. The inspector came on may 8 2023 anyway. He never should have came out when no new work was done. They failed the system again and are demanding extra boxes be installed for no legitimate reason whatsoever. Pinnacle is trying to work that out with no luck at all. I still can’t get paid for overages because the township is forcing me to do something that no one else has had to do with their solar systems. I’m outraged and not about to let more foundation blocks get broken for this system! I want it removed or I want this fixed.
  
  Desired Outcome:
  Billing adjustment; Repair; Refund

  Business Response

  Date: 05/31/2023

  After speaking with **** ******** and explaining that this requirement is a local requirement that the township never told us until after installation, she agreed to have this work completed and to my understanding is satisfied with the resolution. 

  Customer Answer

  Date: 06/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  To whom it may concern,
  I am not at all thrilled with the means they decided to handle this. In person, a worker told me to my face that the new document I was signing was
  only to “save face” so to speak. I was told to sign the document, that they are going to do everything they can to not have to install anything else, yet at the end
  of the meeting the man continued to tell me that the company would be out on June 7 th to INSTALL THE BOX. I feel like I am being completely played here. I also
  still have the issue of “you’ll get a tax credit refund of at least $15,000 that you have to apply to your balance by X date or the monthly bill will close to double”
  that isn’t something I can just magic that much money out of thin air or out of taxes!! It’s like an incentive that only works for the people who make over
  $100,000 a year!! I am still very outraged by this entire process. The man told me “I got a refund, I saw someone else got over $30,000 for a refund”, so ok how do I
  get mine? Oh, you can’t explain it any further? Cool… not!!
  I do understand that the extra box install is not part of Pinnacle, but I definitely got scammed into agreeing for them to do the install. They literally
  forced me to sign a new document to cover their asses to come do the work that I am FORBIDDING TO BE DONE!! Now that I signed this document, and their
  response that I am responding to really clarifies that “she agreed to get the work done” but yet the man that stood in my driveway said “you’re only signing this IN
  CASE WE ABSOLUTELY HAVE TO GET IT INSTALLED”, and them KNOWING at that time that it has to be done for sure yet not telling me that, literally talking me into
  signing this document for the install telling me “oh, this is only if we have to do it, we are fighting it like crazy, but it’s not our fault so can you please remove the BBB
  complaint, and we’ll hook you up with $500 for your troubles!” 
  I am not removing my complaint. I am adding in the ridiculous fact that they sent my original sales person back out to coax me into signing something that I
  now HAVE TO HAVE THAT DAMN EXTRA UNNECCESSARY BOX INSTALLED!
  I feel like a complete idiot for believing that any of these people have my back. It’s a business, they work for money, not for people’s happiness or
  wellbeing!
  Thank you