Anonymous
Catonsville,#2Author of original report
Mon, July 21, 2008
Pinnacle offered me $450 despite the fact that I paid $950 to correct damages caused by their people - they said I should have had their damages corrected by the company who offered to do it for $300 plus $150 for the outlet they blew IF I switched monitoring. Otherwise, everyone we contacted gave us a price of $800 for the repair plus $150 for the outlet. After the Pinnacle nightmare, why would I switch monitoring? Actually, why would I agree to pay more and get nothing for it? At least when we got suckered into this deal by Pinnacle, we were getting something for switching the monitoring. We were getting the service that is like On-Star where they will listen in and call to you if an alarm goes off in your house. My husband really wanted us to have this because he travels for work a lot and we have a special needs child. The sales rep really hyped this service and my husband really believed in it and wanted it. So we were actually getting an upgrade along with key fobs and some other extras they threw in for "free". So of course we were willing to switch monitoring. Pinnacle's argument is that we were willing to switch once so why didn't we switch and get the "cheaper" repair and just pay more for monitoring.
Anonymous
Catonsville,#3Author of original report
Mon, July 07, 2008
So I filed a complaint with the Utah BBB Pinnacle quickly responded (no surprise there) with an apology saying that they would reimburse me if I submitted a copy of an invoice showing the repairs. I had two companies come out to give me quotes for the repairs. The cost to fix the electrical problem was $150 (mostly for the electrician's "time"). The cost to repair my system that Pinnacle damaged was a different story! Both companies said $800! One offered to do it for $300 if I entered into a new contract with them for monthly monitoring. Of course, I did not want to do this because I am happy with my monitoring and hesitant to get into a contract with a new company after this fiasco. Both companies indicated that any technician (even an amateur one) could have done the repair. The problem was that is was going to take 2 techs a few hours or 1 tech all day to fix it. Basically, they had to open each window or door in my house and see which wire was crossed. Since the alarm panels are upstairs and the control box is in the basement, this meant a day of running up and down the steps for one tech. The company we went with basically had one tech stationed upstairs and the second at the control box. It was just "busy" work as they put it - but of course you have to pay professionals for their time. So, we have paid to have the repairs -$950. We faxed the receipt to Pinnacle 2 weeks ago and have heard nothing. I called Pinnacle three times today - just getting through to a human is a nightmare. Evidently only one person can help me and that is Kyle who deals with repairs. First he was "unavailable" then he was at lunch. This company is a joke and I am thinking of bringing suit just on the principle of the matter.
Grant
Newberry,#4UPDATE EX-employee responds
Tue, July 01, 2008
I am sorry for your experience, but, once again, it is true. Pinnacle Security's technicians are young and inexperienced. For most of them this is just a summer job. Pinnacle Security will gain from their inexperience because they pay them inadequately. The technicians make about 50 dollars a job, plus a hopeful tip from the customer. With gas prices as low and minute as the current situation, it is not hard to imagine the techs financial trouble (Pinnacle does not pay for their gas expenses). Moreover, on most days there are not enough young techs to handle the installation demands--causing sloppy results. Although we can be empathic toward the techs situation, the main trouble is having "learn as you go," under paid techs setting up home security systems. Why should the customers security be compromised because of Pinnacle's faulty processes? The facts are conclusive: Pinnacle Security's installation process is a debacle.