What Do Our Customers Think About Pinnacle Group?
Client Testimonials & Reviews from Third-Party Research
“Pinnacle Group Renovations’ owner, Paul, has designed a great process…
“100% great experience with Paul, the owner of the Pinnacle Group, and his staff…
“The best thing about Pinnacle Group is that they’re honest and fair…
“Pinnacle Group’s trades and the millwork people did a really good job…
“We totally enjoyed working with Paul, the owner of Pinnacle Group, and Jami, their designer.
“I interviewed 3 companies, and it was the interaction with Pinnacle Group’s owner, Paul Klassen, that sold the project.
From our conversation, I got a good sense of his character. He was genuine and trustworthy, so we proceeded with Pinnacle. The group as a whole was fantastic. The project was on time and on budget. The way Brennan and Grant, the site supervisors, handled themselves was great. When there were issues, Brennan and Grant listened and they delivered what they said they would.”
“I recommend Pinnacle Group because they are easy to work with, they are trustworthy and their quality is good.
They got the project done in the expected timeline. We felt secure with them and didn’t worry about leaving the house with their staff still on site. If the work didn’t meet their expectations they apologized and did it again. Often, the original work looked fine to us.”
“Pinnacle Group’s reputation is really good. Brandon, the Site Supervisor, is a really nice guy, is easy to talk to, and remains cheerful in all circumstances.
He is meticulous on the tools and anything he did was outstanding. Brandon listens really well and we think the world of him. I tested him from time to time, and he kept smiling. He handled things really well. Brandon noticed a few things that needed to be improved and he fixed them. Most of the suppliers and trades were pretty good. I have no real complaints about the project.”
“Overall, Pinnacle Group’s trades were very good. The electricians were fantastic; the tiler and the plumbing were pretty good, and the framer was excellent.
“I felt that Pinnacle was a level above any other supplier we have worked with in the past.
The carpentry skills were much stronger. They were easy to talk to. They were not arrogant and were open to input and feedback. They took our calls and concerns seriously. Part of their pride is to please their customers. Pinnacle’s Site Supervisor, Stephen, was great to work with. He is easy to talk to and never took offence when we asked questions or wanted explanations. He was always open to talk. Stephen knows what he is doing.”
“I am so thankful we found a company like Pinnacle Group. We value the quality, the workmanship and I am really pleased with everything.
I really trust them. The owner, Paul, listened and worked with us to accomplish what we wanted within our budget. I would recommend them as they gave us the design we wanted, a larger kitchen with more light. We now have an open design, and it is really really good. Jami was open minded and really aimed to give us what we wanted. Instead of being traditional, she had some ‘out of the box’ design ideas which we found to be very good. There could have been more effective communication by one of the Site Supervisors.”
“My wife has been following Pinnacle Group and going to their open houses for years. We knew the good work they do.
Once we met Paul, the owner, we realized we could talk to him and trust him. Paul was a delight to work with. He was detailed and thorough. Pinnacle’s staff want the best job for the customer and will bend over backwards to deliver. They are personal, polite and down to earth. In the end, they felt like part of our family. We could go to them with any concerns. I will absolutely recommend Pinnacle. We are really happy with the end result and what we came up with. Their designer, Jami, is the best. She is really quick to get a read on people and understand what they want and the style they like.”
“It was such a relaxing, easy process with Pinnacle Group’s owner, Paul.
He went out of the way to answer questions, get to know us and come up with some really good ideas. Their designer, Jami, was fabulous. I appreciated that she never made a suggestion that was outside of our budget and we are more than thrilled with her cabinet design. She was very organized. Pinnacle met our timelines. Any time we had issues, the site supervisors promptly resolved them. The SCC Guarantee is the main reason we went with Pinnacle Group. So far, any time we have had issues they have been prompt in resolving them. Everyone at Pinnacle has been respectful and to some degree we feel like we are part of their family. I would definitely recommend them. the Pinnacle staff sentiment is, ‘You are the customer and we are going to make you feel happy.’”
“Pinnacle Group’s trades were outstanding. We have had renovation work done before and we have never had it this clean.
Until the end, Pinnacle was knocking this project out of the ballpark. It was a fantastic experience. Once Paul, the owner, became aware of the situation, the issues were resolved. We had a mold problem in our basement, so there wasn’t much designing, it was more just replacing. I would recommend Pinnacle Group based on the quality and trust that I have for them, but I would say that you have to persist to get the project finished.”
“I would recommend Pinnacle Group because they did a great job and the Pinnacle staff are great people.
Pinnacle is a reputable company and their staff are pleasant to work with. I think their staff all take pride in their work and I experienced situations where Pinnacle went above and beyond for us. When I had a problem, they were willing to take care of it. Pinnacle Group’s Designer, Jami, was very pleasant and very professional. It was fun to work with Brennan and Grant, their Site Supervisors. I looked forward to them coming to the house. I had peace of mind and no stress with this renovation. There were bumps but I had no stress as I knew they would resolve it.”
“At the beginning…we filled out a project DNA form and we defined what we wanted.
We know what we like but we are not always good at describing it. However, Pinnacle’s process gets everything determined in the beginning. Pinnacle Group does a really good job of the design stage. They have the expertise and knowledge to implement and manage a project. They offer the full package with a full team of competent staff. We would recommend Pinnacle Group because they have a great team, from Paul, the Owner, who puts the plan together, to Jami, the Designer, to Brennan and Grant on the implementation side. I like the fixed price and fixed date concept. Pinnacle Group does good work, they use good products and they have good trades.”
“Pinnacle Group delivered what they said they would, they are very knowledgeable about the process, and the trades are excellent.
The Site Supervisors had a good understanding and level of expertise. Everyone from the Owner, Paul, to the Designer, Jami, the Site Supervisor, Brennan, and all the trades were personable. Pinnacle Group’s staff seemed very hands on and they would meet us in person. They were never too busy to talk. In the renovation process, they really listened to what we said. They did not try to over sell to us and were very conscientious about our budget and about delivering an excellent solution. We are really happy with the end result and the quality workmanship.”
“We had a bit of a complicated project and Pinnacle Group did a good job.
It came within budget and when there were challenges, Pinnacle Group responded well to them. We are really happy with it, we have a great design and great workmanship and we loved the people who were on site. The quality of work is what we value the most. We are the ones living with the product and we are pleased with their work. It is a good quality job.”
“This is the second reno we have done with Pinnacle Group. We did an exterior project 4 or 5 years ago.
The fact that the schedule and budget is already part of Pinnacle Group’s process was important to us. Some companies just wing it and see what happens, but the risk is you don’t know the total cost. We had confidence based on our first experience with Pinnacle Group. We value Pinnacle’s project management and communication. Brennan and Grant were great. When issues came up, they were talked about and dealt with. We could talk to them anytime and we communicated a lot by email. They were on top of things and responsive. They explained the options, the pros and cons so we had the information we needed to make a good decision.”
“A renovation can be a stressful process, but when you know that there is a team looking out for you, that diminishes the worry.
We valued a combination of a number of things: Pinnacle Group’s care and professionalism, their attention to detail, the pride they take in their work and the family friendly environment. We never felt stressed or felt we were in poor hands. We are very happy with our choice to use Pinnacle Group. It was a stellar experience because of the care, the professionalism and the team approach.”
“At the end of the day, everything Pinnacle Group said they would do and that we asked for, was done.
They just did it. There were no complaints.They were not afraid to make changes and get things done. My wife really likes the result as well. These are also the reasons we would recommend Pinnacle Group.”
“Pinnacle Group uses quality materials and quality trades that end up in a very positive result and experience.
We value their flexibility, professionalism and friendliness. The Owner, Paul, was fabulous to deal with. Both Paul and his wife came to our house with a gift basket at one point. They demonstrated that they actually cared about us and the project.”
“The process that Pinnacle Group uses is quite different than their competition – it gave us a lot more engagement.
Velvet and Brennan were excellent to work with. Their price guarantee was a factor. What we saw when our neighbors did the renovation with Pinnacle, as well as the warranty work definitely influenced us in choosing Pinnacle Group. The cabinetry work is absolutely superb. Overall with everybody, there was an openness and willingness to resolve issues.”
“We were thinking about moving but decided to renovate based on early interaction with Pinnacle Group.
We are happy we did and are happy with the result. I think that they know what they are doing. They try their best to stick to a budget and timeline. Pinnacle is also flexible and accommodating, and we appreciated that.”
“We would recommend Pinnacle Group because of their quality of work and the trades they brought to our site.
They are polite, careful, tidy and lovely people to work with. They were also timely in starting and completing the work. I value our finished product. We now have a beautiful home and it is exactly what we wanted.”
“The end product of our project is just absolutely fantastic.
We went to Pinnacle because we had confidence that it would all be done well. That confidence and understanding that things will be taken care of was foundational to our decision. We knew that if any issues came up, they would be taken care of.”
“I feel like Pinnacle Group actually care about their customers.
They have real people involved who care about the outcome.”
“It was giving that control over to Brennan, the Site Supervisor at Pinnacle Group, that I valued…
…so I didn’t have to deal with the stress. That was a big thing for me.”
“I was really surprised at how thoughtful Pinnacle Group was. It really seemed they cared.
I just wasn’t expecting that degree of commitment. When they came to check our place at the end of the project, they were concerned that we were happy with everything but they were also concerned that they were happy with the result. Pinnacle had a higher standard of quality to live up to than we did. I was really impressed with that.”
“What I valued the most from our experience with Pinnacle Group is the finished product.
I love my new home. Way back, we built this house but we never loved it. Now that we have renovated it, we really love it.”
“The final product is what I valued the most.
Our project ended up the way we wanted it. I am an accountant and so the end result is important. The aspects of the interaction by Pinnacle Group’s Interior Designer, Velvet, was very helpful. She met with us and listened to me, and brought the whole thing together.”
“One of the biggest pluses was the way Pinnacle Group kept us involved in the whole process.
They gave us the information we needed all along. Their Site Supervisor, Brennan, prefers to be up front and communicate what has happened…. It really built credits for Pinnacle Group and Brennan.”
“We are really happy with the work by Pinnacle Group.
I had a friend come over and she said, “you kept the frame of your house but changed everything else”. We are really happy about it.”
“We value how great the house looks.
We got every single thing that we wanted. The project by The Pinnacle Group overall went really well.”
A Fanastic Finished Product
“Working with Paul’s team at The Pinnacle Group and getting a fantastic finished product is what I valued the most.”
“The people that work for Paul are good.
Pinnacle Group has a very strong team. They are all very personable and easy to get along with. They were all trying to get us what we wanted.”
Overall Impression
This chart shows the results of the Overall Impression of the client experience with the Pinnacle Group. For example, 95% of clients feel that Pinnacle provided the technical expertise required for their project.
100% Satisfied with the Overal Quality of Pinnacle’s Workmanship
95%Pinnacle provided the technical expertise required for our project
89%Our project started on schedule
89%Our project was completed in alignment with the original cost proposal
90%We will recommend neighbors & friends to the Pinnacle Group
Design & Production Experience
The above chart shows the feedback results of what Pinnacle Group clients experience in the purchase and design phase of their project. For example, 95% of clients say that Pinnacle’s staff were pleasant and professional.
95% Pinnacle’s Reno Consultant Listened & Understood Uur Needs
95%Pinnacle’s Staff Were Pleasant & Professional
100% We Are Pleased with the Design of Our Project
95% The Site Supervisor demonstrated knowledge & understanding of our project
89% Post Project issues were resolved in a timely manner
Why Do We Depend on a Third-Party to Gather Reviews From Our Clients?
A Vision for Responsibility & Accountability
Paul Klassen, General Manager and Founder of Pinnacle Group, has always been passionate about capturing the essence of Pinnacle’s Client families, creating unique spaces that support their needs. He in many ways has made it his mission to support the family unit, encouraging healthy, connected families with honest values. In tandem with this is the belief that the entire team at Pinnacle Group from the Renovation Consultant and Site Supervisor, to the various Trades and Suppliers are responsible for delivering a compelling, superior Client experience; organically fuelled by the Client’s needs and always keeping the Client as the primary focus.
Entrusting Client Insights Inc. to Acquire Client Reviews
Pinnacle Group put this belief to the test in 2004 when Paul retained Client Insight Inc. to perform post project Client interviews to measure the results.
Today, we can confidently say that these third party assessment reviews have become an integral part of Pinnacle’s business process, providing a crystal clear understanding of our Clients’ experiences. Leaving no stone unturned, the reviews provides the opportunity to continually improve and enhance Pinnacle’s renovation process, keep management informed and ensure quality and excellence. The Client feedback in many ways drives project completion and enhances Pinnacle’s corporate culture.
As well, the results are used for training Employees, Suppliers and Trades. For Pinnacle, creating the ultimate Client experience speaks volumes, translating simultaneously into Customer loyalty and with loyalty comes the highest form of praise – referring Clients!
So why have we decided to publicly share our findings?
Our Client reviews accurately reflect what makes Pinnacle unique and we embrace the opportunity to provide this transparency; what better way for a future Client to gain insight, build trust and even be inspired by allowing them a glimpse into the experience directly from the Voice of the Customer. These reviews offer a true to life synopsis of our projects gathered from our Clients’ perspective.
Our hope is that by sharing these results with you, you will truly realize our commitment to providing the very best renovation experience possible.
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