Pinnacle Security Pinnacle Security left us a target and vulnerable with a faulty system we could not use. Orem Utah

This is a nightmarish scenario, but one not uncommon for Pinnacle Security. The install job is simply, for most of the teens, a summer job; the tech are mostly interns trying to make some summer money. They use their own cars, pay for their own gas, get 50 dollars a job, have to LEARN ON THE JOB, and are younger than the sales reps. The presence of the techs if something happens to a home installed by this company is dynamically inconsistent. They certainly try to pass themselves off as "just" and "trained," but the front is laughable when the result is observed. Like I have mentioned, the techs are outstanding individuals--the best of the company--but it is the upper management and corporate statutes that are an abomination to good business practices (the lead techs are even victims of poor hierarchal rules and irresponsible procedures). The techs are often discouraged by the sales reps because of their ambivalent pitches (they are the ones that have to go to a person's home expecting to deal with creative fabrications), but they have to feel uncomfortable about providing customers with security systems when they know they are not trained professionals (at least in the beginning of the summer, but not relegated to all of the technicians).

I hope Pinnacle Security resolves the issues in your home, but I expect them to waver. I wish you the best.

On a side story, I was working in the New York City office, under Gabe, Grant, and Coltt's leadership, and was assigned to a neighborhood. Unfortunately, the area had been "cherry-picked" by Gabe (the office manager). Cherry-picking is a so-called illegal practice for a rep or manager to undertake. To cherry-pick is to go into another sales reps area to "take over" (see my report about Pinnacle Security business practices) a house that is usually a "First Line Security home." Why does this happen regularly--not intermittently? First Line "takeovers" are EASY "takeovers" because the Pinnacle Rep makes themselves aware of the system in the persons home--then uses a wide variety of pitches (mostly unethical) to switch the home to Pinnacle.

I ran into a house, a former First Line customer, an amazing man who I still stay in touch with, of which a couple of troublesome issues came to the fore. First, I was upset that Gabe came into my ASSIGNED area and "stole" a customer. He tried to state that he was in the area a while back because he ran out of neighborhoods for that day, but this is "smoke and mirrors." Other homes were NOT knocked because I knocked them--Gabe just saw a selfish opportunity to takeover a First Line house to pad his sales numbers. If he really wanted to "pony up," he should have apologized for his lack of sound judgment--instead he made excuses.

Two things occurred because of our vagabond office manager, Gabe. First, the First Line customer was in contract--he was a "two year" client. Second, Gabe assured this man that HE would pay for the cancellation fee when it happened. Third, he would set this gentleman up with a Cell Primary unit--which, as you mentioned in your report--is a phone line FREE unit.

I came to this customers door because I was curious about what sales rep had been in my assigned area, but, in addition, I wanted to use this home as an opportunity to set up neighbors (by asking for referrals). When the man answered the door, I stated, "Hello, sir, how are you today? I am with Pinnacle Security--the company that set up your home. How is the system?" He looked at me and chimed, "It does not work--has not worked for ONE WEEK." I asked him, "Did you call our technicians or the sales rep?" He said, "I tried calling Gabe but I can never get through. The technicians have AVOIDED my calls also."

People, the man had DUCT TAPE wrapped around the entire cell primary panel--it had been going off randomly and unprovoked. His home had not been secured for ONE week and Gabe, the office manager that cherry picked this customer's home and "promised" to pay his cancellation fee, as well as the install tech, were both unavailable for this customer. At that point, I stopped and turned my mindset from "selling mode" to "troubleshooting mode." My objective was to fix this anomaly, but what if I had not bothered to knock this home that already had a Pinnacle sign cemented in the yard?

I immediately called the tech,; to his chagrin, as would be the normal reaction to such inequitable customer service, I told him that he must come to this home and fix the problem at once. He stated, and I quote, "Let me see. I am at a job right now. I don't know how to fix the panel. I will have to get a more experienced tech to help me because that was my FIRST TIME installing a Lynx panel." I asked the tech if he knew about whether Gabe had informed him of the problematic situation--his response was "no, I have not heard from Gabe about this customer."

If ever the "ball was dropped and deflated," this is the scenario from which that platitude should reside. Ad nauseam, I listened to this kind gentleman explain to me what had happed to his home--declaring that he will balk at any bill he receives from Pinnacle Security. He would have canceled, he insisted, but he was locked into a long contract and that option was expired.

What is the rest of the story? The tech calls me up after an HOUR in this man's home to inform me that NO tech will be available to subjugate the anomaly--they weren't coming out because NEW customers demanded their energy. Instead, they made ME the temporary technician. I had to take the panel front off, look at a few wires, push a couple of buttons, enter a code, and presto the system was working again. I must have grumbled to the other sales rep that was with me (who can corroborate this story and now works at corporate), "I can't believe we had to deal with this situation."

As for Gabe, he has a insecure defensive posture all of the time--in which he uses what he believes is superior salesmanship to get himself out of jams with employees and customers (mainly, by fabricating). He stated succinctly, albeit actorishly: My intentions were noble in this scenario--begging me to believe him over the phone. You see, if the rest of the office knew that Gabe "cherry-picked" a customer in my area, he would have been the toast of disgrace, and even chiding anger, in the New York City office--most reps DO NOT cherry pick, but, hypocritically, it is the MANAGEMENT that commences to such boyhood tricks. Has Gabe canceled that customers First Line Security account by paying the cancellation fee? I hope so for his sake, I believe in the Pinnacle Security manual, which is more formality than rules, it is a BIG "no-no" to pay a customer to have someone drop their contract with another company, but, alas, I could be wrong...I have been wrong in the past.

This story is just an example I thought would help you understand the type of company you are dealing with.

Asking Pinnacle Security for clarification on this story, they will probably resort to attacking my character anyway, will reek of condemnation and false protection of their "assets." The man who was with me that day works in the corporate office--his name is Kyle Porter and he is an honest young gentleman (probably the reason he isn't selling any more).

Should you believe most of Pinnacle if they deny this story? Ask yourself this: Would you ask a Lion if he or she ate an antelope?

The normal response from corporate will be that we set up hundreds of thousands accounts per year, this sort of thing is going to happen. This is mainly to keep the possible customers who research this company still interested--it is a tact of deflection that pads sales (the bottom line is the most important asset to this company).

Best of luck with your issues.