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:11/02/2024

  Type:Order Issues
  Status:

  UnpursuableMore 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.

  Pool builder never finished pool and it's coming on 2 years

• Initial Complaint

  Date:10/19/2024

  Type:Order Issues
  Status:

  UnpursuableMore 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.

  **** **** and his company Pinnacle ************** abandoned the pool project at my house, taking $144,000 of my money. The project included installing a pool in my backyard with a grotto, hot tub, decking, aluminum birdcage, automation, and outdoor kitchen. My project still needs the decking fixed and finished; the aluminum bird cage; debris removed; fence fixed; pebbling and finishing inside the pool; grotto fixed; and kitchen installed totaling about $60,000, according to other companies who have come to my house to assess the remaining project cost. There is only $16,000 left on my loan, which is not nearly enough to cover the cost of what still has to be done. To make matters worse, I recently released $32,000 (included in the $144,000) to **** to help cover the next phase of work. He has done nothing since receiving those funds and informed me that he can no longer finish the project. When pressed about the state of my funds, he says the money is gone. **** **** needs to honor his contract and return the remaining $44,000 needed to complete the project. To summarize, the remaining project cost is approximately $60,000 and the remaining funds for the loan are $16,000, which is how I got to the $44,000 owed by **** ****.

• Initial Complaint

  Date:07/03/2024

  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.

  Dealing with this company has been the worst experience in my life. At the initial meeting I was told that there will be a project manager assigned to my pool project, which made sense since this was not a small home project. I signed a contract for a 12 x 27 rectangle pool. I have huge backyard so there was plenty of space for the contraction. There were so many things wrong with how they did the work. I think they really just found the cheapest contractors in the area and subcontracted out all the work. And that would have been fine, but most of these people spoke 0 English, they damaged my property, they did a terrible (no quality) work and some even asked me for beer and money. -They broke my driveway, they should have not used my driveway, there were plenty of space on the grass to drive to my gate. I took pictures and sent them to ******* and **** and they said they will fix it. I have multiple emails and texts stating that they will fix it at the end. -They completely destroyed my landscape near my fence that was over 40 feet from the actual worksite. I was aware that they will destroy the grass and my irrigation, but they went out of their way to destroy everything around. ***** answer to this was; This is construction!!! I understand, but it should not mean they have to destroy everything that is near! So I guess I should be happy that my house is still standing. -I held the last payment and I demanded that things get fixed and I see someone from the company actually come out to my house. **** came out he just kept saying; This is construction!!!! Like this is an excuse for all the damage they done and the slappy work. -He said if I will make the final payment he would at least get the driveway fixed we shook hands and me stupid I believed him and I made the payment. Since then he stopped responding to my text and calls. The company needs to fix at least my drive way!!!!

• Initial Complaint

  Date:09/18/2023

  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 signed a contract with Pinnacle Pool on November 5, 2022 to complete an in-ground backyard pool. They told us the pool would be finished within 6 months and that we would have our pool for the summer. The process has been painful to get Pinnacle pool to complete the pool. It is now 10 months in, as the work started in December 2022 and the pool is still incomplete. The response from Pinnacle has been underwhelming and terrible, we have to constantly reach out for any work to get going on the pool. Matt R*** has been our contact and all he provides are excuses and promises. The pool seems to be 85% complete, however, there is no communication as to when the pool will be completed. I have reached out to several officers of Pinnacle Pool, including Stephen F****** and Brian P****** both of which completely ignored my messages.

  Customer Answer

  Date: 09/18/2023

  Please see contract attached.

  Thanks

  ***** *****

  Customer Answer

  Date: 09/18/2023

  Please see contract attached.

  Thanks

  ***** *****

• Initial Complaint

  Date:08/21/2023

  Type:Product 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.

  Pool contract signed over a year and half ago; February 2022. The work is extremely slow. Parts are not installed correctly. Paint and workmanship is reckless. Not respect whatsoever to the property. Not followed any of the guidelines stated in the contract. This contractor finally made the whole in the backyard look like an underground pool and once I thought I was finally going to have my project finished, they installed incorrectly the salt system added the salt to the pool but because the system was not running correctly, now a $53,000 pool looks like a 15 years ago man made pond full of toxic algae. My autistic son in attempts to helping touched the water and his entire arm has a skin irritation. I had attempted many times to reach out to these people but truthfully they do not care. They know the government will not revoke their license, they know they are an LLC and, can close and reopen with another name. Come on!!!! Until when are we going to allow business like this to have licenses. They are literally steal money from homeowners in the state of Florida. The DBPR should look at this, contractors care very little of what grade the BBB gives them. The state attorney and IRS should get involved. I researched them, but they are using a variation in their company name so purposely they can’t be found. Pinnacle Pools, Pinnacle Pool, Pinnacles Pool, Pinnacle Pool & Spa, etc. This is ridiculous.

• Initial Complaint

  Date:05/31/2023

  Type:Billing 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.

  Contract was signed April 18, 2022 and our initial deposit was sent in. Contract states that average build is usually 16-24 weeks after a 4-8 week permit processing time. Their foreman has pulled multiple no show/no call for appointments, some of which I had to take work off only to have him not show up. It's been over a year and I still have not met the guy. When the tile crew came to install the tile around the hot tub and waterline, they started installing the wrong color. We informed the owner of this issue and was told it would be fixed. The tile crew then returned the next day, and nearly completed the job before my wife noticed and had to inform the crew. This again caused delays as the tile had to be pulled and we were forced to wait for the correct tile to come in. When questioning why there were so many delays, this time with pouring the decking, the foreman stated that they "forgot" to pull a permit during the initial dig and couldn't get the decking permit with out it. When we were finally able to get the decking permit, the county surveyor had to come out to our property four different times to verify that the pool was dug into the easement, causing further delays. When I asked how long it would take after pouring the decking to do the acrylic top, I was told 5-7 days. It's now been almost a month with no progress on that either. All invoices have been paid almost immediately, with the exception of the last one which was delayed due to discussions about the the build hitting it's year mark with multiple periods where they would not show up for months. I was informed on April 21 that they were on track to have me completed in the next few weeks if I could just make the requested payment. The invoice was paid on April 22 & 28, and I have not seen them since. Pinnacle Pools has almost $130,000 of our money with no end in sight. The only sense of urgency they seem to have is when they want money. I've tried resolving things with them to no avail.

• Initial Complaint

  Date:05/03/2023

  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.

  Pinnacle Pools and Spas has stopped showing up in the process of finishing our pool. Steve their constructions manager has repeatedly told me they would arrive the next day with a crew, but it has now been over 2 months since he started saying this. Each time I get the same response in that they will be here the next day, and nobody shows up. At this point, I am not sure if they plan to finish the pool project or just lead me on. Very dishonest and Matt the GM offers no assistance either.

• Initial Complaint

  Date:03/20/2023

  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.

  Please review pdf documents attached that give details of my problem with this contractor, Especially the the City permit page found in ******* Complaint information.pdf to date 3/17/2023 no one has contacted me about a resolution. Last time they were her was 1/25/2023. This company goes by the name Pinnacle Pools and Spas but the permit is under Poolescape Florida INC

• Initial Complaint

  Date:10/11/2022

  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.

  I contracted with Pinnacle Pools and Spas Treasure Coast's Matt R*** at 316 Clearlake Rd, Cocoa, FL 32922 ph ************** to build my pool. Our conversation was that he wouldn't take 6 months to build our pool like other contractors because he had his own crew. The paperwork he gave me showed 4 weeks to permit and the average pool would be completed in 12 weeks. Every time I contact Matt R*** or Steve his Project Manger, they say; it has been raining and we are behind. I ask for a date or timeline to finish and they never tell me anything other than stop being pushy and be patient "trust the process". I never hear from them again, month after month, unless I again contact them to ask when they will finish then they say be respectful we will get to it, but refuse to give any indication of when or what they plan to do. It's now over 60 weeks, over a year later and the pool is full of pond water, frogs, turtles and snakes. The grass around the pool was three and four feet high between times they come out. They finally came out weeks and weeks ago and laid a deck that is as uneven as it gets and nothing since. The pool heater and pump have been sitting out there the whole time eroding from the elements and I'm expected to just wait another year to hear or see about this pool getting completed. They won't tell me a thing about it, and when I get upset Matt R*** say's don't be disrespectful. They still keep advertising for new contracts, yet none are getting completed, this is fraud at the least. Matt is a very shady character, and he researched my job and taunted me in an email about it and also mentioned many pool companies are filing bankruptcy to keep me from pushing to get this completed to make me feel like he's on the verge of bankruptcy and if he finishes my pool he might go under or something, so ridiculous. I'm sure even if it did get completed this year, he wouldn't discount for all the inconvenience he's cause us. I'm over this