Pinnacle Home Builders & Construction Company, Inc

Warranty and repairs of our home are being ignored and not honored by Pinnacle Homes. No communication! No Results!Pinnacle Home assisted my family in building our home and has been paid in full. There were discrepancies before and after closing. Some were taken care of but some were told to us that they would be addressed on our "60 day warranty list". Apparently, this company practices a 60 day and a 11 month warranty in regards to those problems which occur from home settling and other small things that are missed during walk-through. Well, I emailed this company a list of defects 2 weeks prior to our 60 day deadline. I was told that things would be taken care of but to this day (a month later), nothing has been repaired. Matter a fact, there has been only 3 contractors who have contacted me regarding a schedule of fixing. One contractor cancelled on a holiday weekend (disturbing my family vacation plans), an hour before he was supposed to show up. And his repair was one that he attempted to PATCH FIX before we settled on the home with Pinnacle. That should have been fixed right the first time. I've contacted some contractors on my own because Pinnacle doesn't answer, respond or reply to any of my emails, text nor voice mails. They actually stopped excepting my phone calls. Avoidance and ignoring is the Customer Service that they offer. But anyway I've called their contractors and most of them don't even work with Pinnacle anymore because of the business relationship that Pinnacle has built with their contractors. And those who are still working with them, tells me that they haven't even been called regarding me and my repairs. There was one company who's phone number was disconnected. And another company stated that he had been to my home more than he was initially suppose to, so no he wasn't coming back out. Also a couple contractors said they would return to fix it but that there would be a service charge. I have had an issue with my hardwood floors since I moved in and I followed Pinnacles directions in calling the contractor who put them in and they have attempted to resolve the issue. But a issue that was small has been turned into something bigger. This morning when I contacted the hardwood floor company they tell me to contact the builder. Now if the builder is being unprofessional and rude by refusing to answer their phone or communicate with me. Matter a fact, in the last 3 weeks, they have cut off all means of communication. What would contacting the builder do? I saw all of these problems with Pinnacle earlier on in the construction with my home and I would call them in hopes of "stopping this train from derailing". But Pinnacle was always too busy to address my concerns or they would brush it off like I was overreacting. But the same exact things that I tried to avoid from happening, now is happening. If Pinnacle could have committed themselves to sitting down with my family and discuss my concerns like business people should, I would not be at this stage. But every discuss was either a rush, denial of it's existence or minimizing. This company showed me earlier on that trust issues were compromised. Builder threatened me about breach of contract if I didn't give him a final payment before we had a closing date and a walk-through so that he could make payroll.Desired SettlementResolution:My wife and I haven't been in our home just a little over 2 months and we have a list of repairs that requires Pinnacles undivided attention.Here's the list that was initially emailed to Pinnacle 4 weeks ago (not including things that were notice in those last 4 weeks):Entire House - Crown molding throughout the house & some nails backing out of the wall.Hers Bath - Seal around shower light, seal space floor (hole in the floor), crack in marble sinkScreen Porch- Screen torn at seam, door is still draggingKitchen Cupboard - Plaster harden on the inside of the doorHis Bath - Crown molding, tile is crooked (bad)Upstairs Bath - Bottom draw not closing properly (needs to be adjusted)Dining Room - Crack in the moldingRaised Bar - Noticeable gaps and hole under the bar area, 3 colberts aren't polyurythenedFront Sidewalk - Cracked concrete (attempted repairs didn't work)Kitchen - Floor has white mark underneath the polyurythene, outlet is not secure & faucet is looseHallway Closet - Junction box wasn't properly secured on the right side (no screws)Laundry Room - Shelves have cracks in themMaster Bedroom Walk-in Closet - Shelves have cracks in themHalf Bath - Toilet tank lid is crackedDeck - Boards are coming upFront Door - Air - bottom middle has no weather stripping & center door frame is coming apartHouse (front) - Stone that was taken away to finish the fireplace was never replace and now it's very noticeable.My family wants all our repairs fixed and we demand an open and consistent communication while doing them. We deserve that as consumers.Business Response /[redacted]/Dear Mr. & Mrs [redacted] Please refer to responses below:Apparently, this company practices a 60 day and a 11 month warranty in regards to those problems which occur from home settling and other small things that are missed during walk-through. Well, I emailed this company a list of defects 2 weeks prior to our 60 day deadline. I was told that things would be taken care of but to this day (a month later), nothing has been repaired. Matter a fact, there has been only 3 contractors who have contacted me regarding a schedule of fixing. Please reference the text message feed that I explained to you that the contractors that built your home also contracted by other builders in the area and to be patient due to this time of the year being the Parade of Homes and their schedule being booked in advance of 2 weeks-your response was one that insinuated that we were ignoring or trying to not address your concerns. You were at that point informed to please send the list so it could be distributed to the appropriate contractors.One contractor cancelled on a holiday weekend (disturbing my family vacation plans), an hour before he was supposed to show up. And his repair was one that he attempted to PATCH FIX before we settled on the home with Pinnacle. That should have been fixed right the first time.We have discussed this with you as well- in your warranty literature- the only guarantee we can be sure of is that your concrete will get hard and crack. (Please refer to your warranty book for your warranty on concrete). The concrete contractor places contraction/control joints in the concrete surface at predetermined locations to create weakened planes where the concrete can crack in a straight line. This produces an aesthetically pleasing appearance since the crack takes place below the finished concrete surface-this usually works fine for the sidewalk areas as a method to control random cracking in concrete slabs. Our warranty states that the fracture needs to be 7/16 of an inch gap to warrant repair- since this was on your front sidewalk and a new home we agreed to repair it. We are very sorry about your plans during the Labor Day weekend; the contractor did call our office at 8:30 am on the day of your appointment and leave a message that his equipment was broken and the rental facilities where he could get another concrete saw were closed. Again we apologize.I've contacted some contractors on my own because Pinnacle doesn't answer, respond or reply to any of my emails, text nor voice mails. That is what we suggested and discussed with you at your walk through. Contacting the contractors during regular business hours is preferred (M-F; 8am-5pm). As much as we love hearing from our families who have purchased a home from us- we are a custom home builder who takes pride in being on every construction site every day- most of the time in a vehicle or on a construction site. Unfortunately the areas in which we build are not fully serviced by our cellular provider and when arriving back to the office after hours we contact the appropriate contractors via email to address your concerns. But anyway I've called their contractors and most of them don't even work with Pinnacle anymore because of the business relationship that Pinnacle has built with their contractors. Please be more specific- all of our contractors who worked on you home are still working with us unless there was on issue with their capacity to compete a job (such as an injury) or were outbid by a competing vendor. Our business relationship with our contractors is second to none. Most of our contractors have been with us for 10 years+. And those who are still working with them, tells me that they haven't even been called regarding me and my repairs. There was one company who's phone number was disconnected. Please be more specific- if the item that this company has not been addressed we have contractors who can follow up. And another company stated that he had been to my home more than he was initially suppose to, so no he wasn't coming back out. Is this in reference to the flooring company?Also a couple contractors said they would return to fix it but that there would be a service charge. Are you referencing the plumbing company to which were spoken to and handled the situation? I have had an issue with my hardwood floors since I moved in and I followed Pinnacles directions in calling the contractor who put them in and they have attempted to resolve the issue. But a issue that was small has been turned into something bigger. This morning when I contacted the hardwood floor company they tell me to contact the builder. We have spoken to the hardwood floor company regarding the drip of paint that was between the two layers of polyurethane. To be fair- when you sand the floor in a small area and refinish it- it will be a different color until it has time to cure or catch up with the rest of the floor. They informed me that you did not care for the initial attempt of repair so they sent a different technician to refinish the floor again- to no avail...the contractor was extremely upset at receiving phone calls in the early hours (before 7am) in the morning and late on Sunday evenings and 6am on a Holiday. Please be considerate of the business hours of the contractors. Now if the builder is being unprofessional and rude by refusing to answer their phone or communicate with me. Matter a fact, in the last 3 weeks, they have cut off all means of communication. What would contacting the builder do? I saw all of these problems with Pinnacle earlier on in the construction with my home and I would call them in hopes of "stopping this train from derailing". Again we are sorry you feel this way; through-out the construction process we had several meetings and walk-throughs with you and your wife regarding your home as well as additional projects that you had contracted on the property as well. You were at the home site almost every day and we had addressed any concerns that you had at the time of the meeting or contracted the appropriate parties. It is our belief that you have a beautiful home and do not understand what you mean by derailed. Several of the contractors who have worked on your home have been back multiple timesThis company showed me earlier on that trust issues were compromised. Builder threatened me about breach of contract if I didn't give him a final payment before we had a closing date and a walk-through so that he could make payroll. We do not understand how that you feel that there is trust issues- can you be more specific as to what was not clear and you feel your were lied to about? The breach of contract statement was reiterating was is stated clearly on the offer to purchase. The final payment was requested on the day you were planning to move your possessions into your home. Before taking possession of the home; all monies owed will need to be paid in full. "Possession will be given on delivery of deed and receipt in full by Seller of all monies due and payable by this agreement"Followed by an additional statement: Prior to settlement, Buyer and Seller shall agree upon a written list of all deficiencies in workmanship and material that are detectable by visual examination ("Punch List Items"). Seller shall correct Punch List Items at Seller's cost within a reasonable amount of time. AFTER SUBSTATIONAL COMPLETION, SELLER'S FAILURE TO CORRECT A PUNCH LIST ITEM PRIOR TO SETTLEMENT WILL NOT BE GROUNDS FOR DELAYING SETTLEMENT OR THE IMPOSITION OF ANY CONDITIONS ON SETTLEMENT; SETTLEMENT SHALL NOT RELIEVE SELLER FROM THE OBLIGATION TO CORRECT ANY PREVIOUS AGREED UPON PUNCH LIST ITEM.As a reminder- we conceded for you to be in possession of an agreed retainage amount in which you released when the walk-through punch list was complete. As of today, the 60-day punch list is complete with the exception of the exterior stone, tile contractor and the painters to return to finalize. Providing warranty service for a new home is more complicated than for other products. When you purchased your home, you actually purchased hundreds of items and the work of 35 to 50 independent trade contractors. With so many details and people involved, each one is unique; a home is one of the last hand-built products left in the world. Over time, each home behaves differently-no two homes are exactly alike. Pinnacle Home Builders, Inc. has constructed your home with carefully selected materials and the effort of experienced craftsmen and laborers. Our goal is to complete your punch list as expeditiously as possible- I have received you text message regarding the painters. To resolve the issue with the paint drips we will send a cleaning crew to follow up behind them. Consumer Response /[redacted]/This case should not be closed. Mr & Mrs [redacted] are NOT satisfied. There are several open end items not repaired or replaced. We are not happy with the contractor's unfinished work nor their lack of communication with scheduling. We are requesting the the Builder, Pinnacle Homes schedule directly with us and to ensure that a qualified contractor is available. 24hr notice is NOT acceptable. Final Business Response /[redacted]/All interior concerns have been addressed and final items on exterior of home are scheduled for the week of November 17th. Mrs. [redacted] has been in contact and very cooperative with the contractors setting appointments. Final Consumer Response /[redacted]Document Attached[redacted]Again, this case should NOT be closed. There is still pending work inside and outside our home. The repair work Pinnacle completed in our home is ugly. I've attached pictures. It hasn't been 6 mos,and our home is falling apart. The work the wood worker initially completed has resulted to ugliness from the lack of concern,experience and or poor material used by Pinnacle's contractors in our home. Loose faucets, cracked molding, falling shutters and patch work is not acceptable! Our dream was to build a new custom home...not to remodel one!FYI...The pictures attached were taken Nov 19,2014