Big Mountain Heating & Air, Inc.

Thank you Mr ***My address is *** *** ***, Rancho Cordova, California If a check could be mailed to that address , I would consider the matter resolvedRespectfully, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

I am sorry for the experience you have had with Big Mountain Heating & AirIt is most important to us that our customers are happy with the installations we provideI understand that when things happen it can be difficult to call and let a company know the issues they are havingI wish I
would have known about the installation problems you were havingIt can be very difficult to remedy them at a later dateAgain I am truly sorry
I know the situation you are in is frustratingYou chose to purchase a system that comes with a year Labor warrantyEvaporator coils are failing industry wideTo replace an evaporator requires almost as much time and manpower as installing a new systemWe as well as many other contractors have repeatedly asked the manufacturers to help us with laborThey will notWe have asked because of the costs to do so make the end users angry at the contractorIf there was another alternative product EVERY contractor would jump on it immediatelyWe understand the situation you are in and want very much to work it out in a way that makes senseMaking the repair for free is not something that we would be able to doCall me at ###-###-#### and I would be happy to work out a solution with you

***,This is a delayed response due to the fact of me being on vacation and unreachable by cell phone or internetI know you have been communicating to my office staff by telephone and emailI would like to just pay you your requested amount to put the issue to restThe company since your install has not only changed staff but ownership alsoLet me know how and when you would like to collect payment

I am rejecting this response because: For starters, we take pride in ourselves regarding honesty and integrity, so for anyone to make statement of what we say is untrue is completely non-credibleFurther, we also believe in accountability and being held responsible for what we do or sayIt’s a standard we can only wish others held as well
Secondly, I admit when your company erred when only the new A/C units were originally installed and it took 9, yes months along with more calls than I can remember for your company to provide the paperwork for the rebates, you know I used foul language, yet I haven't sinceIt went to the point of my threatening doing this exact action of contacting the Revdex.com and the CSLB for you to get it rightAnd just after that you yourself were personally knocking on our front door delivering the paperworkImagine that
There is also contradiction from what I read in your responseFirst you say *** quoted your company would do the replacement of the curbs for $Then you state you offered to 'remove the units, supply new curbs, and re-install the units after the roof was done...NO CHARGE!'That never happenedThen a bit further it states 'It makes no sense to cut into a brand new roof to install a curb.' Is it me or is ‘after the roof was done’ a brand new roof? When there is contradiction, there is doubt in the credibility of statements
Bottom line is you and your salesman while on the phone in our house made the promise to do the complete work including the curbsMy wife and I will continue to stand on thatWe're not into dishing extra monies for what you and your salesman agreed to doThe final line says 'I will gladly pay you for the cost of curbs and an invoice from our supplier to back it up.' You at no time offered any solution to us at no cost, only a referral to one of your contractors which wasn't going to take placeJust after that last phone call between us is when I submitted the attached letter to your office of final demand via certified mail, giving you until 9/24/to respond or we would move forward from thereSo again, contradiction in you stating I didn’t get back to you, which I did with the letterNo response from you by that deadline is why it’s come to this
We were forced to have the job done by another A/C company, have the receipt and as I said in my letter attached, will provide you a copy only upon your agreeing to reimburse us the $(which is actually $less than what *** quoted) we are out due to what you say opposed to what you do
Additionally in the letter it again states wood shake roofs can be refurbished as our neighbors have doneSo your statement as an A/C contractor regarding roofs holds no merit
Finally, we aren’t settling for your offer of curbs and an invoice from any supplier of yours, just as we wouldn’t accept the referral of your roofing contractorI find it to be insulting not to think the invoice as well as you doesn’t hold any credibility with us and continues to whatsoever, since numbers can be altered to suit the means

*** Rebate Form, Permit, and all HERS rating documents were sent to you certified mailOur receipt shows you signed for themIf you read the first page directions it explains how you fill out and sign your portion of the rebate forms and what additional paperwork you must attach to itThen you
send to smudThey will in turn send the rebate directly to youIf you need *** to go through the direction page on the phone or in person let us know we are happy to assist youBut you must sign the rebate form, put your personal information on it and send it to *** for you to get the rebate

I am attaching the yelllow contract agreement, along with all of the emails where it is stated about the rebates and how all of this was supposed to workThe whole promise and promotion of Big Mountain was Buy Solar through them and get either a free A/C or Dual Pane windows for freeIf that was really the case how do I have two full loans? I did not recieve anything freeThank you for your help

I am rejecting this response because: You are not being truthful in your response as a businessWhen I spoke to *** on the phone about the promised SMUD rebate (*** promised), *** told me that she didn't even know why he would promise such a rebate that was not being offered and that the rebate *** Promised did not even existAt that time, she told me that *** no longer worked at Big Mountain barbecue of similar promises he had made to other customers and that they were having to clean up a lot of his promises and that is was costing them a lot of money, so for you to say he quit and went elsewhere is not correct because I know what was said on the phone call, and the business stated that we were fully aware of our loan options, actually no we werentWe never wanted more than what we were promisedWe were promised an A/C that would be paid off by the solar credit and only have loan for yearsIf none of this was promised, why would we be upset that now we have multiple loans and that we are now paying more than what we were toldYour company is a fraudI have emails on the conversations, you spoke on the phone, the reason we rejected your only solution was because from the very beginning we did not want the Y-Green plan where it landed on our tax bill, and that was the only plan you finally offeredHow many times do we have to run the credit for it to affect my score because of your failure to follow throughAgain we were in the market for an A/C and had budgeted for that, we were upfront with *** each time with cost and payments, so had the items I am claiming not been real why would we go forward with such a project at such a high costNo one would enter into a program for a 22% rate when they were already concerned with the payment and making the right decisionWhat is upsetting to me is that such an exciting thing for us to do and be proud of has turned into thisI would think as a "good" business you wouldnt treat customers like this

For some reason the Revdex.com emails I was receiving have been going to the junk mail so this is a delayed responseAttached is a copy of the invoice *** wroteIt clearly states under Description of work to Perform the diagnostic fee was waivedThe $was the cost of the repair *** *** agreed
to before the repair was performedThe cost of the repair if the diagnostic was not waived would have been $That being said Rosie clearly got her repair and does not want to pay.She is also confused in saying that *** *** owns the company, he does notNever at any time would anyone at this company threaten to break any clients equipment, or threaten them in any way for that matterWe offer maintenance contracts at $per month that allow customers to maintain their equipment and keep it running in tip top shapeI really don’t understand the complaint at all considering all the information was provided up front and agreed to by herAt this point she has not paid a dime and does not need toBut please use a different company in the future

I am rejecting this response because: I understand that you are wanting me to research loan options again (and have additional hits on my credit again for your failed promises) I have already entered into a loan which was higher than promised. My issue is with your promotion. Go solar with Big Mountain receive free A/C and or windows. Why was I promised rebates that never happend? You already misled me on the loan and percentage rate and just in general you have been dishonest. Your employee at the time promised and ensured us over and over that we were to get a free A/C through the rebates it was never mentioned once that it depends on the tax program. Why do we have two full loans now? IF the advertised special was as I stated above then why do we still have a full loan for an A/C. We asked and asked and were reassured (which is WHY we went through with it) we would of just bought the A/C unit. How can you treat your customers this way. Every email from [redacted] it was promised that we would get a rebate. This has been a terrible process with your company.

Our sales representative did make promises that were not specified on the contract and were in fact unknown to us. In resolution we have written an addendum to the original contract specifying details that were not previously listed. We have also increase his labor warranty, given a 3 year...

maintenance plan at no charge, and written him a $1,600 refund at his request. The representative in reference to this job has also been let go. This issue should be resolved to the clients satisfaction.

Again we did come out, discuss the offer with you, agreed on a price, got you the loan options you had available to you. You decided the loans you wanted to use. You are now upset and trying to twist the truths of everything to get money back to make it better for you. It is not a reasonable or fair request. I'm sorry you are not happy with your decisions. I have offered to help you in every fair way we can. I am truly sorry you are not happy. The offers, discounts, and scope of work were explained, discussed, and agreed upon at the writing of the agreement. That scope of work was delivered and we were paid that amount as agreed upon.

I am rejecting this response because:I am rejecting this response because: I understand that you are wanting me to research loan options again (and have additional hits on my credit again for your failed promises) I have already entered into a loan which was higher than promised. My issue is with your promotion. Go solar with Big Mountain receive free A/C and or windows. Why was I promised rebates that never happend? You already misled me on the loan and percentage rate and just in general you have been dishonest. Your employee at the time promised and ensured us over and over that we were to get a free A/C through the rebates it was never mentioned once that it depends on the tax program. Why do we have two full loans now? IF the advertised special was as I stated above then why do we still have a full loan for an A/C. We asked and asked and were reassured (which is WHY we went through with it) we would of just bought the A/C unit. How can you treat your customers this way. Every email from Joe it was promised that we would get a rebate. This has been a terrible process with your company.

Mr. [redacted] I apologize for what you have experienced with the leaking coil situation. We want more than anything for you to be happy with the service we provide. The reason I did not immediately agree to charge the system with refrigerant is due to laws surrounding refrigerant leaks and impact on...

the system. I was pushing the manufacturer to send out their rep hoping they would replace it. The unit can only be warrantied under their authorization. The manufacturer rep said they will not replace the unit on a coil leak. He agreed to order the coil sight unseen due to length of time it takes for them to get the coil here from back east. It takes them up to 6 weeks to get the coil here on a package unit system. These coils they do not stock but make on request. Upon this information I immediately sent someone out to charge the system so you would have cooling while waiting for the coil. When the coil arrived the manufacturer called and we  cancelled an install for the day and rushed them straight to the manufacturer to pick up the coil and go straight to your house to install it. The installers only installed the part they were given. The manufacturer warranty rep authorized and ordered the wrong coil set. We should have picked up the coil, inspected it to make sure it was the right one and then called you. That is our fault.We were only trying to take care of you as soon as possible.  The additional coil needed is still on order and has not arrived yet. Your system will continue to work and cool you fine until the new coil arrives.  The manufacturer is not authorizing a unit replacement at this time. As a side note 13 seer systems are no longer able to be manufactured as of January 1st 2015. The current minimum seer system is now 14. I am aware that you had an electrical part go out and now a coil. One part operates independently of the other. Although coil failures are becoming very common industry wide, through all the manufacturers, you are in a great position with a packaged unit because you have a 10 year parts warranty. I have had coil failures from [redacted] and lots of other brands this year. [redacted] is the most commonly used coil and only has a 1 year warranty. Again I know this has not been the ideal situation for either of us but I will always do my best to take care of you.  I have no problem extending your labor warranty an additional year. In the meantime if your unit stops cooling before the coil can get replaced please call me immediately!

Ignore the response concerning the Permit & HERS Rating information. That was posted to you by mistake. It was for another client that is trying to apply for a [redacted] Rebate. We sent it Certified mail and it never reached the client.

I apologize you have not received your final documents in a timely manner. I spoke with [redacted] and she reached out to our HERS rating company that does final testing and pulls our permits. They said they sent us the permit but we did not receive it. They went to the building department and got a duplicate copy. You should receive your paperwork in the next couple days. If you look at the permit you will see that it is a duplicate copy. I apologize again for the delay. If you are in need of any further assistance please don't hesitate to call our office.......We are here for you!!!!!!

Mr. [redacted],I apologize that your experience with Big Mountain hasn’t met your expectation as well as ours. We truly do strive to meet the needs of all of our clients. I will not be able to address all of the items you listed as it is very hard for me to make sense of what you have written. I did...

have a conversation with the phone room staff, reviewed all of your call history, and looked over the scope of the work on your contract. It appears there are many inconsistencies between what you have stated and what has happened, number of times it has happened, and stated building requirements. That being said I will try to address the typed items that came through the Revdex.com under Statement of the problem and Desired Settlement. At the time Big Mountain did have a system package at the price advertised. But as such it does require a site visit and further investigation. Every client is different with different needs. Some need ductwork, equipment relocation, electrical panel upgrades, ect., ect. The list can be very lengthy. In reviewing your contract replacing the lineset was not part of the scope of work to be done and you were therefore not charged for that. Our price to do that work is $738.00. We are willing to do any additional work you are willing to pay for.  I believe we provided you with the work you were willing to pay for at the time. When it comes to Building Correction Notices that is very common. We are always happy to make corrections to work the “Building Department” deems necessary.

I am rejecting this response because:I am not understanding what they are responding to us about permits and copies. The response has nothing to do with my complaint. Please advise

The statements you are making are not correct. We did inform you of the finance options that were available to you based on your credit ratings. You did not qualify for the full amount. We gave you options, the lenders sent directly to you in your email terms and conditions, you agreed to them and signed them. I'm sorry you do not like the decision you made. We do not hide anything from anyone. The loan documents are sent to you directly from them in your email for review!!!!  We are happy to help you find other loan options to the best of our ability. This would require us to run your credit to do so. We agreed on a price, provided financing options that were available to you, and you chose the one you wanted. We specifically advised you to get into longer loan options with lower payments. Even outside of PACE financing. Again you didn't want to do anything except an 18month program. It is not a resonable request you have made. We will not be able to comply with it.

On 3/17/17 we filed a claim against Big Mountain Heating & Air, because we had not received our packet. For the inspector to come for final inspection. On 3/20/17 [redacted] left us a voice mail stating that we would receive a packet in mail, and we would sign for contents. On 3/22/017 we received the packet and I ([redacted]) signed for packet.On 3/30/17 the inspector came, he found a loose gas pipe coming out of heating unit and also the child proff clips not placed on air conditioner. We called for appointment on 3/31/17 and on 4/3/17 representative who came, this was his first day on job.On 4/4/17 we went to [redacted] and applied for rebate and the lady at [redacted] helped fill out paper work.[redacted] informed us that she had nothing to do with the rebate. As far as we are concerned Big Mountain was a bad experience for us, and will not recommend their company to others.P.S We believe that without your help, this problem might have never been resolved. We want to thank you for your help.