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:02/19/2024

  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.

  We hired this company to do the remodel of our bathroom. From the beginning they were late or had excuses on showing up to complete the work. The work took 7 weeks longer then estimated. Work was shoddy and had to have to fix issues several times. several times we took off work to be home as requested then no one would show to work. Now its several months later and we have tiles falling off and the owner was made aware of it back in November 2023. Now he is ignoring all our calls, and we were able to get ahold of another person on their team and we know now that the owner is purposefully ignoring the calls and avoiding us.

• Initial Complaint

  Date:10/23/2022

  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.

  Date of Service: 10/13/22, 10/17/22 and 10/20/22
  Amount paid: $1700
  
  I hired Jason at Pine & Peak to do my closet. Jason not only left my closet undone but he also infested my home with roaches due to his machine that was brought into my home. Jason and his employee admit that the machine was used in a roach infested home and they then used used the machine in my brand new (new build) home. My home is now infested with roaches and I had to finish the closet myself. I reached out to Jason twice and asked for a complete refund and no response. Jason messed up my closet the first time and described it as a "****" job. I gave him two other times to correct it and I regret letting him back into my home.
  
  Jason did my closet and no two shelves were the same. Jason stated that he prides himself on an experienced team and measuring accurately. That was a lie. With the first and second attempt at my closet, each shelf was a different height. Jason and his team left end pieces crooked, the closet pole unstained and my wall was destroyed. I heard Jason talking to someone on the phone stating that he didn't know what he was doing. Jason sent his employee out to restore my wall and the guy didn't have drop cloths to paint and left paint on my carpet and tile. Jason's employee told me "that I am a good looking woman" and that "I smell good" and asked "if I lived alone". I felt completely unsafe. The guy then brought a roach infested machine into my home and placed it next to my new end table that contained my underwear and pajamas. When I saw the machine next to my furniture, my drawer was open. I started killing the roaches on the machine. I am still killing roaches in my home today and the project was left unpainted. I had to restore my own closet. Jason is not answering the phone and will not respond to my requests for a complete refund. I will have to get my entire home treated due to the filth that entered my home. I feel unsafe and disgusted. I never received an invoice.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/05) */
  Pine and Peak is dedicated to the satisfaction of our customers. As a company we strive to understand prior to the beginning of every job exactly what the customer desires. In this case we failed to have a contract in place clearly describing the scope of work. This will never happen again. Neither Inspiration pictures nor a clear description of the vision for the finished product were provided.
  
  However, we begun work to move 1 original particle board shelf up to the same height as one on each side of it, add 1 additional long shelf under that one, and add 7 additional L shaped shelves on a side wall in the closet. All material used was solid birch wood.
  
  At the end of day 1 around 6pm once all shelf installation was completed the customer wanted to add end caps on each shelf about 5 inches tall to prevent items from sliding off the side. We had workers stay until around 830 that evening to complete the request.
  
  The following day the customer shared dislike for the end caps and wanted it changed to full side panels. At this time inspiration pictures were provided. This added $150 in material cost plus an additional full day of labor for 2 workers. We agreed to make the modification at no additional charge.
  
  Upon our arrival for the day of free work and materials the customer informed that she wanted the lines in the wall from where the original shelf we moved to be eliminated. We explained that drywall repair was never discussed not was it part of our agreement. However, in an attempt of customer satisfaction we agreed to sand down any rough edges, retexture as needed, and paint. Once again more free work. At the end of the 2nd day the customer was happy with the design of the shelves and all materials used. The only complaint is 1 thin line where the old shelf was where it had indented the sheetrock so sanding wouldn't work. We explained that in the spirit of customer satisfaction the crew on site did the best they could to hide all signs of the original shelf. The only thing more that could be done is to float out that entire section of wall with sheetrock mud, re-sand, texture, and paint. The customer stated that is exactly what I want and I'm not paying any more. Again trying to please the customer we agreed to send out a drywall finisher 3 days later at no additional cost. This was the soonest we could get that specialty trade on site.
  
  The 3rd day on site the drywall finisher did as he was instructed. He stated the customer was satisficed with the job upon his departure. The company tried to reach the customer via phone to verify. There was no answer nor return call that day.
  
  The customer the next presented other unverifiable complaints and character accusations against the last person in the home. The customer demanded a full refund. At this point including materials and labor the company paid $3115 out on her $1700 project.
  
  All representatives of Pine and Peak who interacted with the customer were individually and privately Interviewed by HR about their experiences with the customer and within the home so the ownership team could make a sound decision on how to move forward.
  
  We made 1 final attempt to resolve the situation by offering a $500 refund as a way of saying we are sorry you are not satisfied. This was offered only because at this point all that was requested was money. The offer was not an admittance of any guilt or responsibility by the company nor was it an agreement to the unfounded allocations made by the customer once all work was completed. The offer was denied and the demand for a full refund was again echoed.
  
  When a full refund was denied the customer turned to social media with a string of negative post. After a that didn't trigger a full refund the customer enlisted the help of friends, who pretended to have the same exact experience in their home post over 60 false comments across our platforms. Please understand these friends are people Pine and Peak had never spoken with nor done any work for. These post were completely false and maliciously motivated. This was only stopped by contacting the social platforms and providing the customer a strong word of advice from our attorney.
  
  At this time it appears short of a full refund this customer is one of the few that can't be made happy. Unfortunately, as much as we want to always provide a good service at a fair price with a happy customer, sometimes there's no way to make someone happy.
  
  It is clear this customer wanted work for free and would go to any extent possible to achieve this. The BBB complaint is viewed as another way of obtaining this.
  
  Please know Pine and Peak will do anything reasonable to ensure customer satisfaction. However, after almost doubling the cost of the job on just our out of pocket expenses and offering a partial refund we feel the attempt at customer satisfaction was more than reasonable and fair.
  
  
  Consumer Response /* (3000, 7, 2022/11/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  James is habitual liar. From the onset of engagement, he has lied. Even his pictures are a lie. I will attach pictures of what his project looked like after the project was "completed". I will also attach pictures of the roaches James brought into my home. James originally did my closet with no end caps. The railings absolutely had no ends. It looked horrible. The shelving, no two were the same and after adding end caps, the end caps were crooked. James did measurements with pencil markings and the measurements were still off for each shelf. James did the job as if this was the first closet he had ever done. Pictures were provided to James and I have the text exchange to prove every point I make here. James sent a guy out to finish painting the shelves installed and to repair the drywall and the guy did neither of the two. He didn't even open up the box of material that was needed to repair the wall. In fact, he refused to touch it and I still have the box as evidence. James' employee sexually harassed me upon entering my home and played loud music and refused to turn it down. This man took over my home and James supported him. This employee of James' asked me if I lived alone, continuously told me that I am a good looking woman and that I smell good. All while standing behind me in my bathroom which leads to my closet. I asked people around me to stay because I didn't feel safe with this man in my home. This same man brought a machine into my home with roaches crawling all over it. I found the machine and proceeded to kill the roaches on the machine with my shoe. I frantically called James and he laughed. He asked me to put his worker on the phone and his worker was no where to be found. The worker had left my home and left his phone in my home. The worker finally came back and I immediately asked him to remove his roach infested machines from my home. The worker profusely apologized and said that he was embarrassed. The worker and James stated that the roaches came from another job that they are working on. It was days later and I was still finding roaches in my home. James did not return my messages. In the end, I had to paint the project myself. James offered me $500 to get an exterminator and for having to paint the project myself. I have this in writing via text. I also have the voice recording of his worker playing loud music in my home. If James did such a great job, why did he offer me any money at all. He is so full of it and I regret the day that I allowed him into my brand new home that I just had built. James mocked my home and was just a complete ***. He should never be allowed to have another customer.
  
  This is not the first time James has done this. I have met with his previous customers, and we all have similar stories. From having trouble with James' employees, to James not supervising them, to James consistently being on the phone while working projects, to James threatening us all. James and his company are a joke. We have found that this man has started businesses with several different names and is not skilled to do what his business professes professionalism in.
  
  I had my home built. It is brand new. ********* will attest to giving me a roach free home.
  
  James offered me money because his work was **** and he infested my home with roaches. I also have video of the shelves squeaking and my repainting raw wood. I want a full refund due to the sexual harassment endured, infesting my home with roaches, and having to have the work redone.
  
  James has gone out of his way to paint me as a poor black woman that could not afford his work. I am a very educated black woman with a successful private practice and I don't have to lie to make his work look bad. He does that very well all on his own. James is the devil. He would not allow me to pay him by card. He would only take a check. That is so that the funds could not be reversed if unsatisfactory work was performed. He did this with his other customers as well.
  
  Should a full refund not be provided by this avenue, my attorney and I are more than prepared to take him to court with his previous customers as witnesses. I will be their witness for their cases that they are building. I will comply by not placing names here.