Pinnacle Home Improvements deceived its website visitors "because consumers want to believe they are receiving personal attention"

If you saw this on a website, would you think you were talking to a real person? Pinnacle Home Improvements of Georgia put this on their website. I think most people would think there was a live person behind that chat box. Maybe sitting in the USA, maybe not, but a live person.

And you would be wrong. In a recent lawsuit they got themselves involved in, Pinnacle Home Improvements of Georgia admitted that while they said they staffed the chat box with a live person:

"The chatbot is programmed to mimic a real person because consumers want to believe they are receiving personal attention;"

Pinnacle Home Improvements of Georgia does home remodeling projects like roofing, siding, and windows, and on their own website they say "One of the hardest things about home repairs is finding a contractor you can trust". How exactly were they gaining trust by lying to the public about staffing their chat box with live agents? If they can't be trusted to tell the truth about who is staffing their website, how can anyone trust who they are putting in your home to do the work?

Pinnacle Home Improvements of Georgia could just as easily say "consumers want to believe qualified people are doing the work so lets deceive them about that". Is that what they are doing? If you look at their BBB page, there are a fair number of complaints that involve honesty. Now I can't know if these complaints are true or not, but you have to wonder if a company would bold face lie about who is staffing their chat box, why would I assume these complaints are not true?

"So again they have lied about this. There was no miscommunication here. They are just covering up there mistake." "They got my phone number and will not quit harassing me. They have called me every day 10 times a day. I have told them numerous times to stop calling me and quit harassing me and they are still doing it every single day." "Pinnacle's work order, it also states that they will not be removing the old damaged siding, but nailing the new siding onto the old!! This is against the compliance codes and standards." "The manager at Pinnacle that I spoke to ( his name was *****) was very condescending and refused to listen that I was not told about cancellation clause and that I didnt receive my copy until the 30th. His answer to me was I guess thats a learning ****** for me." "They have been back 5 times with the problem not solved. There is a mess all iver the house everytime they come and do not clean up." "I was awoken by an unsolicited text at 4am today stating that I will be contacted about ******* request. They are fishing for customers. And at 4am. I called, they stated its an automatic system and they can't do anything about it. Apparently my work request was a bathroom remodel, I have already remodeled every bathroom in the house, so this is not a request anyone in the household would inquire about anywhere. 5am is too early for just contact from any company."

I would encourage people to not do business with them. The truth is it is hard to find contractors you can trust and when Pinnacle Home Improvements deceives its website visitors "because consumers want to believe they are receiving personal attention", they are advertising just what kind of a company they are.

A company staffed by liars and do you want liars working on your home?

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The thoughts, opinions and musings of this blog are those of Peter Schneider, a consumer advocate and Washington State plaintiff's TCPA attorney at Northwest Debt Resolution, LLC. They are just that, his thoughts, opinions and musings and should be treated as such. They are not legal advice. If you are looking to file a lawsuit for TCPA violations and unwanted calls please contact me for a consultation.