Pinnacle Customer Service Depart

Pinnacle Customer Service Department is responsible for administering the terms of your Fit and Finish Warranty Program and ensuring your satisfaction. Pinnacle representatives are trained to respond to your needs promptly and professionally.

To assist Pinnacle in handling your requests efficiently, we ask that you review this section of the manual carefully. If you have questions, please direct them to a Pinnacle Representative .

Customer Service Policy

It is our policy that Customer Service respond to all warranty service claims as quickly and efficiently as possible. If any warranty repairs arise during the Fit and Finish Warranty period, they will ordinarily be scheduled for completion within 30 days of our receipt of your written request. Occasionally, due to circumstances beyond our control, this process may take more than 30 days. Delays can be caused by shortage of materials, backordered parts from manufacturers, labor problems, shipping problems or weather. Customer Service work will be scheduled Monday through Friday 8am to 4pm. You are required to be home during Customer Service calls unless written authorized entry is established.

Some service calls may need to be scheduled according to the scope of work necessary. For example, drywall repairs might be done at one time and repair to doors and cabinets might be done at another time. This enables the Customer Service Team to complete all repairs as efficiently as possible.

If you believe that you have a Warranty claim, we suggest that you review the Fit and Finish Warranty section of this manual before you request service. This will help you decide if the claim is covered by the Fit and Finish Warranty, by the Manufacturer's Fit and Finish Warranty, or if it is considered your responsibility. All requests for service must be submitted in writing to the Pinnacle office. The address is listed on the following page in this manual.

If you believe you have an emergency requiring immediate attention, please refer to the Emergency section in this manual. If your situation is not classified as an emergency, please follow the steps below for requesting service.

Your Fit and Finish Warranty period begins the day you close escrow on your home. For your records, to assure quality and so that we maintain a complete file, please fill out a Fit and Finish Warranty Service Request form completely, including your building, address, and work and home phone numbers. Provide a brief description of the work requested and its location in your home. For example, please indicate the room, the location in the room and a general description of the problem.

When we receive your request for service, we will make a determination if the Fit and Finish Warranty covers the item, if it is the responsibility of a manufacturer, or if it is your responsibility. Usually, we will inspect the problem to have a complete understanding of the request. This determination will be made using building industry standards. Further, industry standards will be used to select materials and the workmanship practices that are employed in warranty service repairs and replacement.

Pinnacle will not be responsible for any personal expenses including lost wages that you may incur due to the scheduling of warranty repairs done by our representatives or by our subcontractors. Our Customer Service Representatives in the field do not have permission to authorize repair work by others, and they do not have the authority to extend or alter your Fit and Finish Warranty in any way.

We take pride in maintaining the highest standards. If you are dissatisfied with the quality of work or level of professionalism displayed by one of our subcontractors or employees, please contact our Customer Service Department immediately. Your comments help us to maintain the high level of service that you deserve.