Pinnacle Pest Control Inc

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

We try to provide excellent service for all of our customers but we are sorry that in this instance we were unable to do so....

 Pinnacle Pest Control does not tolerate rudeness or sexism and your portrayal of the employees involved does not match with the values of the company.   Upon reading your review, I was very concerned by your accusations and we conducted a careful investigation of the incident.  The investigation revealed that the descriptions you are giving of the circumstances and the conversations you had with the staff do not coincide with the descriptions of witnesses to the conversations held by phone and by the eyewitness accounts of the staff members you have named.  Furthermore, the damage you described is not plausible considering the circumstances and the evidence.  Accidents and mistakes occasionally happen and we strive to rectify them quickly by going above and beyond to make the customer happy.  We also try to use mistakes as learning tools to improve our internal processes that drive customer service.  In this instance we felt that the relationship was not going to be repaired so we terminated your contract and issued you a refund. The refund issued was cashed and confirmed by our bank.

The Pinnacle pest control offers a wide variety of home pest control services. Whether one needs to eliminate a new insect infestation or require a preventative service, pinnacle pest control is ready to help in any condition. It provides services using IPM (Integrated Pest Management) concept, which incorporates all aspects of pest prevention including inspection, exclusion, mechanical and chemical control techniques.

Review: On March 4, 2015 I signed a work authorization form for Pinnacle to perform three repair items on my home that was in escrow. The repairs are for what is commonly referred to as termite repairs. They were referred to on the authorization as:Item 11A $190Item 11B $298Item 11C $456I authorized my card to be charged $283 as a 30% down payment and the final payment would be due by either cash or credit card, or billed to escrow upon COMPLETION of the work. The work was never completed, yet another $461 was charged to my credit card WITHOUT my consent on March 25, 2015.These repairs were to be completed on March 16, 2015. A Pinnacle employee began the work on Items 11A and 11C. The repairman left my property without completing the work and without contacting me (even though I was home). Instead, the company sent an email to the Real Estate agent representing the person buying my home. The email indicated they wanted to charge an additional $1120 to complete item 11B and that the work was not done. Upon learning of this additional demand, I immediately tried to contact Pinnacle Pest Control. I had requested an itemized breakdown of costs. They did not return my call. My real estate agent also tried to contact them and requested additional information to clarify the cost revision and to receive itemized amounts. She was informed that they would send the additional information. At NO TIME did I authorize the work or any additional costs. Time was of the essence as this work needed to be completed by March 19th in order to close escrow on the sale of my home. Deadlines like this are commonly understood (or should be) by a pest control company. I received NO return phone call that week and subsequently had to hire another contractor to complete the work at the last minute. The new contractor completed item 11B and also completed the work not done on item 11A (primer was not fully painted on the bare wood), as well as acknowledged that we were being charged a substantial amount more than what the work would actually cost to be repaired.On March 24, 2015 (5 days after our close of escrow) I finally received a return call from [redacted] from Pinnacle. I explained to him that I had to contract with another company to complete the work since Pinnacle did not complete the work and did not return either my calls or my real estate agents requests for return calls. He then asked if he could come out and take photos, and my answer was no, that I was not permitting him to enter my property. I was concerned that he would take photos of work done by the other company and claim the work as his own. Less than an hour later, [redacted] was at my door checking to see if anyone was home. When my husband answered the door, he asked if he could go in the backyard and look at the work done. He was told no, and, again, was asked to leave our property. This made me feel extremely uncomfortable and nervous that he may show up at our door step again.On March 25, 2015 I discovered the additional charge on my card and contacted the business office. They informed me that only [redacted] (estimator) could assist me with my billing issue. [redacted] was unwilling to credit the erroneous charge for work not performed. Pinnacle is contending they completed Items11A and 11C. This adds up to only $646 yet they have charged my card a total of $744. At no time did I agree to any other charges. Pinnacle did not properly complete Item 11A. I acknowledge that Item 11C was completed. Pinnacle fraudulently charging my card for additional work not completed and was not authorized by me to be charged to my account and I requested that my bank account be credited in the amount of $461. After investigating, my bank credited my account the amount requested.On December 1st, 2015 (over 8 months since I had last heard from Pinnacle through any form of communication), I received an electronic bill statement from Pinnacle claiming that I owe them the $461, plus a Finance Charge in the amount of $6.92. I sent Pinnacle an email stating that the bank had resolved the issue and that I did not owe them money. I received a phone call on December 2, 2015, and was told that I was still being charged this additional amount. I told Pinnacle that since my bank had resolved the issue months before, and after having many issues with the company in regard to getting the work completed satisfactorily and lack of timely (They put our close of escrow in jeopardy) and professional communication, I would not be paying the amount requested. Upon stating this, the employee from Pinnacle responded with Okay, so well go ahead and continue on with the collections process.After all that is said and done, I am concerned that by Pinnacle sending me to collections, they will be arbitrarily ruining my good credit.Desired Settlement: I believe that after work not being adequately completed, lack of communication (Not returning several requests for return calls and additional itemized information for the work, putting our close of escrow in jeopardy and getting billed 8 months after no communication), and being made to feel extremely uncomfortable in my own home, I expect that Pinnacle dismisses the amount they claim I owe (which did not properly add up anyway for the work they claim they performed).

Business

Response:

Thank You for taking the time to send me an email in regards to the complaint by Mrs. [redacted] on [redacted]. I pulled the file and sat down with [redacted] (Inspector on this transaction) and discussed everything that was stated in Mrs. [redacted]’s letter.After carefully reviewing the file, I did not see any notes indicating that Mrs. [redacted] called Pinnacle Pest Control to inform us that not all the repair work was properly completed nor did we ever receive an email with pictures to confirm her statement. Because of this, we were unable to substantiate her claim or fix the problem if we determined there was one.With regards to the claim regarding Mr. [redacted]: After talking to the office staff and Mr. [redacted], I found that Mrs. [redacted] was on the phone with Pinnacle Pest Control office administration at the same time Mr. [redacted] arrived at her house. He had no intention of making anyone feel uncomfortable and was unaware that he was not welcome. His only intent was to try and resolve this matter for her as quickly as possible.With regards to the banking records: Ms. [redacted] states that the bank did an investigation and refunded the money. [redacted] commonly refund items and do only a cursory investigation that sides with their customer the account holder.After hearing [redacted]’s side of the story and carefully reading Mrs. [redacted]’s letter, I have decided that it is in everyone’s best interest to cancel out the disputed amount of $467.92. With that being said, please feel free to call me on my cell phone if you have any other questions or concerns about [redacted].Thank you,[redacted]Termite Department SupervisorCell: [redacted]

[redacted]www.pinnaclepest.com

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and although I do not agree with their statements, I find that their resolution is satisfactory to me.

Review: I hired pinnacle pest to help me get rid of a rat problem .to begin with they would trap the rodents that had entered my attic and crawl space.then have a "crew" come and do the work to exclude the rodents from reentering .I was told that this work would done useing wood where and other materials as appropriate. Instead I get one person with a small piece of wire mesh and a stapler.I tried to show this person as many of the entry holes I could . He took a bit more than an hour to do some work around the roof and eaves. This work was very shoddy like a child had done it .and done on the exterior ot the home when it should have been done from inside the attic and crawl space .after he said that he had done all he could.I checked and saw that he left the attic access open .I asked him abot this he said he would take measurments and come back and finish .he then applied some product with a fogger in the attic. Asked to see a material safety data sheet was told that he didnt have one so I asked to see the lable of the container that he got it from again he didnt have it .I have dead rats in uncollected traps .in my attic and crawl space I have who knows what sprayed in my attic .when I called pinnacle to find out when they could finish the job I was told that their paperwork showed it as compleated.and the would send someone to investigate if it was a warranty issue in a week.when I told him about the stinking rats he said that their policy was to treat it as a warrenty issue and that he couldnt do any thing until investigatedDesired Settlement: As I can not trust this company to fix this .I should be refunded my costs plus cost of removal of poor workmanship and removal of insulation exposed to unknown product applied by pinnacle

Business

Response:

On Thurday March 31st, 2016 Pinnacle's pest control service manager [redacted] meet with [redacted] to inspect and review Mr. [redacted] concerns. Both parties Mr. [redacted] for Pinnacle pest control and Mr. [redacted] agreed to cancel the current agreement and that the downpayment Mr. [redacted] paid would be applied to time and materials for work performed by two Piinnacle employees.Pinnacle pest control has revomed all other charges attached to Mr. [redacted]'s account, at this time Pinnacle pest control per Mr. [redacted]'s agreement hase coles his account.

Review: The managers as well as techs at Pinnacle were BEYOND rude to me, broke my the drywall by my attic door, the air ducts leading into the house, and fraudulently have kept my money they promised to refund for a job left undone, all after EXTENSIVELY describing my need to avoid contamination and cross- contamination into my home (my attic is in my garage, so there was no need for such contamination, which is not just inconvenient but is life-threatening to me) due to my terminal lung disease, and they agreed to take specific steps to keep attic stuff out of the house during our initial telephone conversation when my appointment for inspection was made. The day after inspection, [redacted], an older technician of theirs, came the next day to set traps, didn't have his own ladder, could BARELY get in the attic, destroyed my HVAC air ducts and drywall, then included MY ALREADY PLACED TRAPS in his "official documentation of service". When I asked to speak to my original inspector, [redacted] (who is another American Horror Story by himself), to tell him I thought [redacted] was too old and careless to do my job while the tech was still in the attic, [redacted] yelled at me for not wanting to use auto pay, something he never mentioned the day before but was suddenly "required since 2014". Their website does not indicate this was "required", just that you get a $50 discount on the initial service if you do. I subsequently called [redacted]'s supervisor the next day, after I realized the damage that was done and [redacted]'s terrible lack of customer service, and he was EXTREMELY rude when I described all that had occurred, said nothing when I was done, then stated, "I've decided to cancel your contract. We'll refund your money," when I asked if he was still on the phone. I agreed, since I was already planning on that when [redacted] said he would just "cancel my contract and refund my money" if I didn't use Autopay, then hung up on me when I tried to explain why I didn't want Autopay (all of their "unrecommended reviews", which are hidden unless you click on that tiny link at the bottom, had to do with being charged for services the customers never received or being double charged, all via Autopay). I then asked the supervisor about fixing the damage the tech had caused when he came out that first time to put down traps, damage that my HVAC man told me were only placed near the door and not near the back where I hear the most activity. I had to pay the HVAC man who had installed the whole new system in 2011, out of pocket, by the way, to fix the broken apart air ducts in the attic, as I had a near respiratory arrest the night they were broken due to the debris blowing out from the attic. The supervisor replied, "You can't prove we did that, so we're not paying for it." I then also asked about the traps they left in my attic, and he stated, "I'll come to get them MYSELF!", in a threatening tone that was meant to intimidate me. I said okay but have never seen them again, nor have I been refunded my $137 for the initial visit, which they not only never completed, but will cost me far more than that to repair. This is apropos of their billing history per the hidden reviews. I want my money returned at least, since they promised it, never completed that service, and will spend much more to repair the resulting damage.Desired Settlement: I would like a refund of the terrible, unfinished service that they promised me TWICE over the phone but never completed. The amount is $137 at this time, provided they don't charge me again. Note that the decision to cancel the contract and refund my money was made by a supervisor at Pinnacle, not me, but with which I totally agree given the events that took place above.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Business

Response:

We try to provide excellent service for all of our customers but we are sorry that in this instance we were unable to do so. Pinnacle Pest Control does not tolerate rudeness or sexism and your portrayal of the employees involved does not match with the values of the company. Upon reading your review, I was very concerned by your accusations and we conducted a careful investigation of the incident. The investigation revealed that the descriptions you are giving of the circumstances and the conversations you had with the staff do not coincide with the descriptions of witnesses to the conversations held by phone and by the eyewitness accounts of the staff members you have named. Furthermore, the damage you described is not plausible considering the circumstances and the evidence. Accidents and mistakes occasionally happen and we strive to rectify them quickly by going above and beyond to make the customer happy. We also try to use mistakes as learning tools to improve our internal processes that drive customer service. In this instance we felt that the relationship was not going to be repaired so we terminated your contract and issued you a refund. The refund issued was cashed and confirmed by our bank.

I called Pinnacle Pest Control last summer because I was having a major problem with spiders and ants. Big giant spiders coming in through cracks in the windows and heat/air vents. We have a large tree that hangs over the house and these bugs have been a real problem.
I called looking for a Green Alternative that would actually work. They recommended the first treatment with the regular treatment and follow up maintenance with the Green treatments. It has been almost 7 months and we have not had any spiders or ants in the house.
Mike our tech is also really nice and always calls the day before to let me know when he is coming out to treat.
I am thrilled and so are my young children. Great pricing too!
Thank you Pinnacle Pest!!!

Please listen to the negative reviews. I wish I had. I have never written a bad review about a company before, but I had to say something about this terrible business. This is the shadiest company I have ever dealt with. I signed a contract with this company, in which they were supposed to provide me with a total of 5 service visits. This was supposed to include the initial service and 4 follow up services over the course of a year. The contract stated the specific months that they were supposed to come out. During the course of the year I still had just as many pest issues as I had before hiring them so I was basically paying for nothing. However, three months after my contract was up I got a call from the technician stating he was going to come to my house tomorrow. I informed him that I already fulfilled my contract and I no longer wanted their services. Well 2 days later he showed up at my house while I was at work anyways and left a bill for service. I called the office and was rudely told that since they did not get the cancellation in writing that they were still going to charge me. I informed the woman on the phone that that I considered this to be a shady and fraudulent business practice and I would be disputing it with my credit card company. As soon as I hung up with them (literally 2 minutes later) I get text message from my credit card stating that they charged my Visa for the service. Now I get to dispute the charge with my credit card company. Please stay away from this horrendous company. I will never do business with them again I will happily tell everyone I know just how shady they are.