Pinnacle Learning Institute

These questions will be addressed in the order they were received:
How did they get my information, my name and cell phone number???? The only one I gave that information to was the business I signed up for online that had a 30 day money back guarantee. Please have them answer that ONE question, because I could not get one person I spoke with to give me a straight answer to that one question.
HOW DID YOU GET MY PRIVATE CONTACT INFORMATION??? Was it sold to you??? And how was I to know this was not the same company.
-We are the online development office for Web Profit Team. We provide services and resources beyond that of the self-learning aspect of the original program by offering potential students access to industry experts, materials, and resources that provide a more efficient, professional approach to online business setup to those seeking help.
Please have them send a copy of the email where they stated they tried to contact me on 8/17/16? Also, proof where I had done anything, programs, lessons, etc...on their website, because I haven't done one thing.
-The following email was sent to you by Rachel, with scheduling, to the email address on file. *Personal information has been removed for posting.
August 17, 2016, 11:07 am To: [Client] From: [Training Team] "Hello [client name], I tried calling you today for our weekly proactive coaching session, but I was not able to get a hold of you. Please be sure to call a member of the advisory team using the number below so we can review your progress and determine which tasks need to be accomplished next: Advisory Team - 877-776-6369 ext* is more important to me than your success as a business owner! If we don't meet on a consistent basis, it will become more difficult for you to make progress towards your goals which is a scenario we both want to avoid. If you are unable to meet at the appointed time, please let me know as quickly as possible so I can find a time that works for both of us. If you miss two of our scheduled appointments in a row, I will typically remove your name from my schedule until I hear from you. This is NOT meant as a punishment! I simply want to protect the coaching sessions you've purchased while ensuring that the time I have available is used efficiently. Feel free to email me directly or initiate a LIVE CHAT on the "Support" tab found within your library. Looking forward to hearing from you! Thanks, Rachel
Hours: M-F 8a-8p MST THIS ELECTRONIC MESSAGE, INCLUDING ANY ACCOMPANYING DOCUMENTS, IS CONFIDENTIAL and may contain information that is privileged and exempt from disclosure under applicable law. If you are neither the intended recipient nor responsible for delivering the message to the intended recipient, please note that any dissemination, distribution, copying or the taking of any action in reliance upon the message is strictly prohibited. If you have received this communication in error, please notify the sender immediately. Thank you."
On 8/16 stating "I had in my possession of documentation, further verifying a difference between companies and services, for SEVERAL WEEKS before citing this issue." How is 8/2/16 - 8/10/16 several weeks????
-The program began on 8/2/16 and the first concern was not brought to our attention until 8/15. One of the first items in the services agreement declares that the agreement is, “entered into between Pinnacle Learning Institute and [the client's name].” The original welcome email and any subsequent emails between the client and her assigned account manager would also contain this information. All emails are signature tagged for Pinnacle. The name is also delivered during every introduction, by phone, with the client.
One last but very important question: Why when someone calls the number they list on the credit card statement is it not their company? It is a Mazda and Ford dealership. Something is not right about this at all 
-We provide every client with accurate contact information for the service teams overseeing their project. This information is given to the client verbally, through email, and through the original contract. We have verified that the correct information for the client's program had been verified and sent on multiple occasions.
In the instance of the credit card statement, our merchant credit card processor vendor listed our service number by an 800 prefix. The number itself is correct but the prefix should be 866. This issue has been address with the merchant provider and corrected. Thank you for brining it to our attention.

The client signed into contract on August 2nd, 2016. An agreement was reached to provide the client 4 weeks of one-on-one ecommerce business coaching and market training with access to sensitive training materials and ongoing support. The client initially signed up for a self-taught training course...

but joined our program as a way of expediting her online learning and getting the ongoing support that she needed to further her goals as she ventured into the ecommerce industry. During our initial call with the client, it was clarified that this was not her original, self-taught program. The client voiced an understanding of this, a need for Pinnacle services, and a readiness to work with our associates.
Before any funds were transacted, we spoke with the client on a recorded line, explaining and detailing the product and services. The client willingly and knowingly read and signed the contract verifying they understood the contract, services, product, pricing and cancellation policy.
Shortly after joining, the client was assigned to a designated Account Manager with Pinnacle Learning Institute. This representative further explained our company and our goals with the client while preparing them for their first business coaching session that followed on August 3rd, 2016. The client's designated account manager also ensured that the client had all of the correct contact information for Pinnacle Learning Institute. This information was conveyed both verbally and through a reference email.
8/3/16 – Established Contact -First Coaching Session
8/10/16 – Client Requested a New Contract Copy – Contract copy was forwarded to the client by email.
8/15/16 – Client voiced confusion with us vs. her original program in terms of cancellation policy.
8/15/16 – Established Contact – Client's Account Manager contacted the client and further clarified the difference between us and other programs the client had been participating in. Reminded the client of their previous conversations with Pinnacle associates where our program, pricing, service options and cancellation policies were made clear. Client requested to escalate her concerns to a manager.
8/16/16 – Manager Established Contact – Client was requesting to cancel her program and demanded a refund. Client cited that she didn't know she was signing up for our program and assumed that we were the same firm she had previously associated herself with. Manager reviewed all previous calls between client and Pinnacle LI and determined that this separation of services was clarified multiple times and the client vocalized an understanding of this during those calls. We communicated with the client that continued adherence to this misunderstanding, despite having verified that a separation of services was explained, did not seem credible. The client was also in possession of documentation, further verifying a difference between companies and services, for several weeks before citing this as an issue.
If the client was experiencing issues with the service itself, we wanted to address and correct these concerns. Readdressed our cancellation policies and procedures with the client and explained current program options. Offered to continue services with the client while providing additional resources and assistance or restructuring and upgrading the account at no cost.
Client refused our offers and started making threats against Pinnacle LI if we did not change company policy to suit her needs. Client refused to offer an explanation of issues with Pinnacle services and kept citing issues with business practices despite previously agreeing that she may have ignored some details during her conversations with Pinnacle associates. Client was not due a credit having taken part in the program while requesting to exit after a 3 day right of rescission window. The client's original goals and reasons for starting a program like this were never an issue, nor was the service Pinnacle was providing.
Client began to issue threats against Pinnacle after refusing to come to a positive resolution with our company.
Made an offer to further escalate her concerns for final review on the account.
8/17/16 – Attempted contact with client – Unable to reach client by phone.
8/17/16 – Attempted contact with client – Sent email in effort to schedule time with client.
8/18/16 – Attempted contact with client – Unable to reach client by phone.
8/22/16 – Established Contact with Client – Readdressed concerns and policies. Clarified the information from our previous conversations. Client refused to accept offers for furthered assistance in their program, at no additional cost, and maintained claims of ignorance towards their program and contract with Pinnacle. Client maintained threats and ended her conversation with the Pinnacle associate.
8/22/16 – Client reached out detailing additional threats against Pinnacle.
After reviewing the client's account, it was made apparent that her original program differed from the program that was agreed to with Pinnacle LI for ecommerce education and services. This detail was communicated several times throughout our time with the client and offers of further assistance in reaching her online goals were made. Client not only recognized that a difference in services may have been addressed during sign-up, but the client started to participate in services with Pinnacle, never addressed any issues with the service itself, and refused our outreach and desires to resolve their issues while continuing to fulfill our contracted services.
We are committed to a solution that satisfies the client's needs and have presented the client with options that would allow for positive resolution. We will continue our commitment to the client's success and satisfaction. We will continue to extend our resources to assist this client in reaching her goals.

Complaint: [redacted]
I am rejecting this response because:  I never received any voice mails or emails from you, so saying that you tried to contact me is questionable, at best.  And, I don't answer my phone, unless I know who is calling.  So, why is it that you don't want a client to know who is calling them?  I stopped participating in the service, because I could see, that this was a less than honest company, in what was promised.  Their idea of success, is selling 2 or 3 items from your own home.  And asking you to make a video of your success, seemed stupid.   And, the only thing taught was how to sell on [redacted].  If I had known that, then I never would have signed up to do it.  
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

I can not afford this can I please get a refund this has increased my payments for my credit card and I will not be able to use it. Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

All Pinnacle LI services come with a one time setup fee depending on the program the client signs into. This fee covers the setup cost, resource cost, and training sessions. The ongoing maintenance fee covers the unlimited live chat, phone, email support, and resource access that all clients are entitled to. In the event that we develop and/or host a website for a client, this fee covers that cost, as well.   There are no hidden fees with Pinnacle LI services as they are all discussed with the client prior to enacting the contract and they are listed, clearly, within the contract. The client must agree to these fees, within the contract, before services can begin.   Clients are not required to invest any additional funds while successfully completing our program. Any additional investments are optional and are often paid to 3rd party firms for their services. We attempt to protect our clients from further investments by informing them of the optional nature of services and by providing them with a unique client identification number to prevent unwanted solicitations.   Pinnacle contracts guarantee that every client will be granted the necessary resources for successful program completion at no additional cost.

Client signed into contract on March 3rd, 2016. Services to include 4 weeks of reactive One on One coaching, Web Builder and 6 months reactive support.
Prior to signing, it was thoroughly explained what the program is and services the services included. The contract was then reviewed in its...

entirety with the client. In doing so, it is requiring that the client check a check box and that it be initialed. Doing so confirming that it has been read and understands the agreed upon services and contract. Signing of the contract cannot be completed unless the client verifies understanding of the contracted services first. A provision within the said contact is that of a 3 day right of recision. For compliance and quality assurance all calls are recorded.  
3-4-16 First Coaching Session
3-22-16 Second Coaching Session
3-29-16 Third Coaching Session
4-5-16 Fourth Coaching Session
Client completed the regular coaching sessions with our ecommerce experts. This placed the client into the Reactive Stage where they had access to unlimited support, provided they have questions or they reach out and request additional assistance. [redacted]'s coach commended him on his abilities and skills as he advanced through the program during his coaching sessions. The client logged in a total of 33 times, completing 5 of 10 assignments during this period.
Between April 5th and June 3rd, 2016 Client did not voice any concerns or requested assistance with any assignments from the program. The client still had unlimited access to the program and all of the rest of the support and services.
6-3-16 Client canceled monthly Membership w/ coaching staff. Doing so disconnects the client with all products, services and support.
6-10-16 Client emailed Pinnacle with concerns.
Client communicated he was receiving sales calls from 3rd party companies. Outside companies were attempting to defame Pinnacle's programs and services in an attempt to sell products to Mr. [redacted]. Blamed us for these 3rd party calls and demanded a refund for services rendered.
The possibility of being contacted by other companies for addioanl, optional services in communicated at the time the client signed into contract and is then again reiterated in the welcome call conducted by the Client Success Manager and then again in the welcome email sent to each client.
It was explained that the outside companies who were contacting Mr. [redacted] were not affiliated with Pinnacle and how it's counter intuitive, for us or our affiliates, to bash our own services, as these other companies had been doing.
Also extended an offer to further assist the client with additional, no cost, help to further assistance beyond the intial 4 week coaching program. Stressed finding a positive solution to the client's concerns and further apologized for outside company interference. No response received from client.
6-13-16 Client left a voicemail, outside of office hours, continuing to blame Pinnacle for the actions of 3rd party companies and further refused our requests to schedule a time to speak and reach a positive resolution.
6-14-16 Left multiple voicemails with client. Still attempting to reach a positive resolution.
6-15-16 Client emailed in to Pinnacle.
Continued to blame Pinnacle for the aggressive sales actions from 3rd party companies.
6-15-16 Responded to client's email about 3rd party sales tactics.
Explained, once again, that we are not responsible for the actions of 3rd party groups. Continued to offer additional program sessions with an eCommerce coach, at no additional cost, to further support the client in their goals. This is part of the client's contract with Pinnacle. So long as the client needs additional assistance, we will continue to extend additional resources to help them out. Further explained that we would never denounce our own services, as these unafiliated sales groups had been. Client dismissed what we were telling him and denied our offer to extend additional support to him.
7-18-16 Client emailed, continuing to demand a refund for services rendered.
7-18-16 Responded to client's email 
Explained, once more, that we fulfilled the services and we made repeated attempts to resolve this with them in a positive manner. Door remains open to further assist the client in reaching his goals. Client repeatedly declined our attempts to further assist him with their program, as the contract guarantees . Client is outside of their 3 day right of rescission to cancel and all contracted services have been completed.
In accordance with our guarantee of satisfaction and desire to assist each client in reaching their goals, we are committed to assisting the client and stand behind our guarantee of satisfaction. We will continue to provide additional resources to the client until satisfied at no additional cost to the client. Once the client communicates he’s ready to resume, all resources will be at his disposal once again. We look forward to doing so as soon as he is ready to do so.

Complaint: [redacted]I am rejecting this response because: As I have stated before. I did not contact Pinnacle Learning Institute. I will repeat again that I had responded to comment made by [redacted] on [redacted] concerning [redacted] s success on the internet. When I called to check on the [redacted] method, I was rerouted to Pinnacle. I told them this is not what I called about, but they insisted that their abilities and methods would make me a success. For the first three days, (The time limit for a contract to be cancelled), I got several calls welcoming me to the program and telling me what a success I would be. They have done this to thousands of people. And again, I did not contact Pinnacle Learning Institute, I was redirected to them. I repeated this to them when I first talked to them. The phone record will show exactly what I said. The person I first talked to said "they would spend 10,000.00 if they had to to make me a success." To me that is pumping hope into people that they have no intention of carrying out. Again, all most all of the info they share about selling on [redacted] in on [redacted]'s own web site. They are smart, cunning, and have well thought out their strategy. The last person I talked to admitted that have a 60% success rate. The other 40% just lost 3,100.00 dollars and Pinnacle is happy. They also failed to mention that all those free phone calls cost another 40.00 per month. Why? Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:The four sessions you supplied to walk me through the system, was only to the tip of the iceberg to be able to get this kind of business up and running. There is absolutely no way I could have completed this program without further one on one help. The multiple affiliates are the only way this program could have been completed with any success. I was given the impression the $3100. would get you up and running. Instead it was nothing more than a ruse to scam more money out of me. I'm very disappointed but should have known better to listen to the smooth talking salesmen. It would be very interesting to know how many people have been ripped off for their $3100. and we're not able to complete you're program to success without using any of the"affiliate" help.  
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:  I have not received any record of phone call from the organization I have called a number of times to cancel my program and still I am being charged the monthly fee of $39 and change.   All I ask is that this fee be stopped I have so far had to pay for two months in which I have not accessed the e-library.  I have been out of town the whole month of June and was still charged on my account.  Have not been able to talk. with anyone from Pinnacle Office.  Please just cancel this account and let me know its been done and I will be happy.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: There was never a mention of a monthly fee for the elibrary and certainly not an on going fee for the website as long as it is operating. They never got me to the web builder part anyway, yes they admitted there were several hours of phone conversations to convince me to enroll.  They started charging me the monthly fee in Nov. I had called chatline several times and in fact it was my last chat session that I found out that I was being charge the monthly. I tried to review my contract, when I went to the folder where I had saved it nothing remained be a green  mark and a statement that said I had signed it. there were as I said appointments set up with me and the appointments never happened.   the person who was to call never did.  a Tax man, and someone to discuss the web builder part.
Sincerely,
[redacted]

Client signed into contract on 8/31/15
Prior to signing contract, it was communicated verbally that additional offers will be presented. These are offers that our company does not offer and are not required.
This was reiterated within the contract and the welcome email sent within the next...

business day. You may be contacted by other companies with additional offers but they are optional.
Client completed 4 of 8 coaching sessions with the coach and did not communicate any concerns to the coach.
Client Success Team corresponded with the client 11 times and client did not raise any concerns to members of the team.
10/6/15 Client brought concerns to our attention. They had been contacted by 3 companies about additional offers. Client Success Manager explain again that these are optional and are not required.Client expressed concerns about the amount of time spent with the coach each week during weekly coaching sessions. It was conveyed to the client that they can have as much time as they want and need each week. Client went on to say that they have not been asking questions and have not asked for additional time with the coach.
Client Success Manager reminded the client that they have unlimited access to web and phone support for any and all needs. Additionally they have the help of the Client Success Team to help them navigate any challenges or needs. Furthermore they can email the coach any time and as often as needed for any and all needs.
It accordance with our guarantee of satisfaction and desire to assist the client in reaching their goals, the client was offered additional coaching sessions and/or an affiliate web site to help them succeed.(zero cost to the client)
We are committed to assisting the client and stand behind our guarantee of satisfaction. We will continue to provide additional resources to the client until satisfied at no additional cost to the client.

This client joined Pinnacle on August 4th, 2016 for an ecommerce training and marketing program. This program included 4 active coaching sessions (of which the client was given 6 sessions), access to our resource library, access to the web builder platform, and unlimited ongoing support. Over the...

course of two months, the client completed all of her scheduled training sessions and logged into her account a total of 18 times. This is a lower than average login count when weighed against the number of sessions kept by the client (6) and the assignments included within the resource library.Despite lower login numbers, the client did start making ecommerce sales, as she noted in this complaint. Shortly thereafter, the client simply stopped using the services, resources, and support offered by Pinnacle. When the client returned, requesting to cancel services, she did so on one occasion. Pinnacle made attempts to reach out and resolve any concerns the client had, but those attempts went unanswered.Once again, the program guarantees client's everything they'll need to succeed with our program. Any and all calls from 3rd party companies that are selling services are 100% optional and would be separate from this program. This is discussed prior to and immediately after enacting a services contract at Pinnacle. As this client previously stated - she was contacted by a representative who requested additional funds for supplier assistance services. We actually granted this client those exact services to help while furthering her online training and development. This is a perfect example of Pinnacle offering what's necessary to succeed with our course, at no additional cost. Unfortunately, this detail was omitted from the original complaint.During the training course, Pinnacle had a good working relationship with this client. Unfortunately, towards the end of her scheduled sessions, while making forward progress, the client just stopped using the services, resources, and support. Upon receiving the client's cancellation request, we were unsuccessful in our attempts to speak with the client.

Complaint: [redacted]I am rejecting this response because: When I emailed Max asking for a copy of my contract (since remember I'm suppose to have it in my possession for at least 3 business days)...on 8/10/16 - I had someone else send it to me Mr. S[redacted]. See all attachments above.
My question now is how could I have 3 business days to read over my contract when once it was signed, it disappeared, I had to contact the company it self (see email above) to get a copy to read. Is this another violation?
Revdex.com - Please note everything I am sending you, the FTC Federal Trade Commission (my complaint Reference number [redacted]) and PRC Privacy Rights Clearinghouse (my complaint reference number[redacted]-ID:0). And any other place or person I can warn and tell them about this scam of a company. I have not used ONE of their products at all!!               Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and I look forward to learning/using the additional tools being offered to me at no additional cost.  [redacted] is sincerely grateful for the assistance provided by Robert S[redacted] at Pinnacle LI.  I am currently reviewing the additional materials available to me.  Is it possible to use this final correspondence and remove all other correspondence prior to this solution?  Thank youSincerely, [redacted]

The client contacted us and signed into contract on June 15th, 2016. Before signing the contract, we spent several hours explaining to the client what program and services they were purchasing. The client was then required to read the entire contract and then check a box and type their...

initials confirming that they had read and understood the contract, services and the 3 business day cancellation policy. Signing of the contract cannot be completed unless these boxes are checked and initials are recorded. It is also made clear what sort of time/effort commitment is required to manage a successful online business.
The client signed on for a four week coaching and online development plan so they could learn how to leverage the world of ecommerce for their own gains and success. The client was entitled to 4 active coaching sessions and unlimited support through email and live chat while completing sessions and assignments that teach students how to manage an online business.
6/15/16 – Established Contact - Welcome Call With Support Manager – The welcome call is designed to make sure the client has all necessary contact information and gets any lingering questions answered. This call reviews the program and informs the client that affiliated groups may contact the client with optional services, depending upon their business goals or needs. It is made very clear that these companies and services are not for everyone and they are 100% optional.
6/16/16 – First Business Coaching Session Completed.
6/17/16 – Post Session Follow Up Call – The follow up call is designed to make sure the client's first sessions with their coach went well. This call ensures that our teaching process and the client are going to work well together. If problems occur or the client is not happy with their first session, adjustments are made. No concerns were delivered from the client during this call. Praise was offered to Pinnacle and our staff.
6/23/16 – Second Business Coaching Session Completed.
7/1/16 - Left Message – Attempting to review account and schedule next session.
7/7/16 - Left Message(s) – Attempting to review account and schedule next session.
7/7/16 – Sent Email(s) - Attempting to review account and schedule next session.
7/11/16 – Left Message – Attempting to review account and schedule next session.
7/13/16 – Received Email – Client had some concerns over program.
7/13/16 – Established Contact – Client was concerned with calls from other firms that offer additional services. Client was scheduled with CRS manager to review concerns.
7/14/16 – Established Contact – CRS Manager to review issues with client.
Client spoke with our CRS manager about their program concerns. Client claimed that they did not wish to do this program and signed up thinking it was something else. Also continued to voice displeasure with affiliated groups inquiring about additional service options.
Reminded the client that they joined our firm because of the services we offered. The client had notified us of positive experiences with our staff and program to this point and signed on because our services were exactly what he needed to further his online goals.
Reviewed the clients account and made it known that, despite completing two coaching sessions and logging in a few times, the client had been pushing their sessions out, delaying their own success. No less than 4 sessions should have been completed after a month into this program. The client had only completed two sessions to this point with spotty responses to our service departments requests at scheduling and general updates.
Reiterated that the two calls he received from our affiliated partners were for OPTIONAL services, as it had already been explained multiple times. As the client did not require their services, contact from those firms ceased.
Informed the client of their rights within the contract and made offers of additional assistance if he was going to continue and actually work on the assignments with our coaches. Client agreed to continue services and completed their 3rd session later in the day. Client was granted 3 additional sessions as a complimentary upgrade.
7/14/16 – Third Business Coaching Session Completed.
7/18/16 – Fourth Business Coaching Session Completed.
7/25/16 – Fifth Business Coaching Session Completed.
8/1/16 – Sixth Business Coaching Session Completed.
8/8/16 – Seventh Business Coaching Session Completed.
8/17/16 – Received Email – Client Requested to Cancel Services
Client did not voice dissatisfaction with the services after agreeing to continue their sessions with Pinnacle.
After running a full account review - The client's request to cancel came a week after their final session with a coach. Overall, the client signed in to their program a total of 23 days over the course of 2 months. The total amount of logins, completed assignments in the electronic library system (4 of 10), and a request to cancel a week after their final active session would generally signify a lack of consistent effort on the client's end.
9/6/16 – Established Contact – Coaching and Development reached out to client to offer further assistance with the client's program. The call was designed to remind the client that they have ongoing support and access to our associates as they continue their program and education. We shared examples of successful students and what they had to do to reach their goals. Client was given an opportunity to consider our offers for additional support and continue working on their program, utilizing our support and experts for ongoing assistance.
We are committed to a solution that satisfies the client's needs and have presented the client with options that would allow for positive resolution. The client joined Pinnacle because we had the resources and information needed to further their online goals. We will continue our commitment to the client's success and satisfaction as long as the client is willing to work towards their success. We will continue to extend our resources to assist this client in reaching his goals.