Our project with Pinnacle Pools Landscape Development included a pool, concrete, and artificial turf (installed by a subcontractor). Overall, our pool turned out beautiful, the project moved quickly, and there were definitely positives. A project of this size is a significant investment, so attention to detail and communication are just as important as the finished product. Unfortunately, we experienced enough quality control and customer service issues that future customers should be aware of. The biggest positive was working with Jet. He was excellent throughout the design process and remained our primary point of contact. He is personable, responsive, and genuinely cares about his customers. You can tell he enjoys designing pools and helping bring ideas to life. While construction questions often had to be relayed to Terry, Jet always listened and made sure our concerns were communicated. If it weren't for Jet, we likely would have chosen another company. The finished pool is beautiful, and Terry clearly does a good job keeping projects moving. However, I often felt that speed came at the expense of quality control. One of the first issues involved the concrete and turf layout. Our approved plans showed diamond shaped concrete sections separated by strips of artificial turf that formed an X pattern. When the crew laid it out, it was noticeably different from the approved design. Fortunately, I caught it before concrete was poured and they redid it. Even after the revision, it still wasn't exactly what we approved, but I eventually stopped pushing the issue. When I raised this concern, Terry initially told me that if they changed it, I would probably find something else I wasn't happy with. Once I explained I simply wanted the approved design, the conversation improved. Unfortunately, this pattern repeated itself throughout the project, and I often felt legitimate concerns were dismissed before being addressed. We also experienced water pooling near the side garage door. Pinnacle first tried a skim coat, but when that failed they replaced the entire section of concrete, which I appreciated. Other issues included pool finish left in the tile grout, paint overspray on my new concrete and home's stucco, poor fence gate workmanship, improperly secured electrical posts, marks left in the concrete from construction equipment, and a cosmetic blemish near the pool entry that still remains unresolved. One conversation about the paint overspray stood out. Terry told me I was very picky and commented that overspray had happened on other jobs and those customers hadn't complained. I don't believe expecting clean workmanship on brand new concrete and my home's exterior is unreasonable. Jobsite cleanliness could be improved. Construction debris was often left around the property longer than I felt it should have been. I believe Pinnacle's quality control and project management could also be improved. More routine inspections would help catch issues before customers have to point them out. I also think a dedicated project manager with construction expertise would improve communication. Jet handled sales, design, and customer communication well, but because he wasn't responsible for construction, he often had to relay my concerns to Terry and then communicate Terry's responses back to me. Although Terry is clearly effective at coordinating trades and keeping projects moving, based on my experience, I don't think he is the right person to be customer facing. Our first impression came during a Zoom meeting where the way he spoke to Jet came across as condescending. It almost caused us to choose another builder. Throughout the project, many interactions with Terry felt unnecessarily confrontational. More than once, when I raised legitimate concerns, his initial reaction was to dismiss them before eventually addressing them. Whether it was the layout, tile grout, or paint overspray, I often felt I had to defend why my concerns were valid before they were taken seriously. Over time, I found myself avoiding bringing up smaller issues because I didn't want another difficult conversation. There are still a couple of cosmetic issues I chose not to pursue for that reason. As a customer making a significant investment, I don't think anyone should feel hesitant to raise reasonable concerns. Before these issues arose, I referred Pinnacle to several people, including my neighbor across the street. Looking back, I'm honestly not sure whether I would choose Pinnacle again. The finished pool is beautiful, and I appreciate that several issues were corrected, but I think the quality control, communication, and handling of customer concerns need improvement. Overall, my experience was mixed. There are talented people at Pinnacle, especially Jet, and I appreciate everything he did. The end result is a beautiful pool that our family will enjoy for many years. I just wish the customer experience matched the quality of the finished product. read more