The work provided to you through Big Mountain was fulfilled as agreed uponYou directly communicated with loan providers to decide on loan options as well as terms and conditionsAgain those terms and conditions were agreed upon between you and themThrough their policies they confirm those agreements directly to youWe do notWe are absolutely willing to help you in any way we can to obtain further loan options In order for us to be able to do so you will have to let us run your credit again and the loan companies can talk to you about your optionsYou can even call them directly to run the applicationYou will have to talk to them about the options they will extend to you and the terms therof
The work provided to you was delivered according to the agreed upon priceWe did issue you a the rebate amount discussedCheck for $was sent to you on 1/5/for rebates indicated on your contract as agreed
Again we did come out, discuss the offer with you, agreed on a price, got you the loan options you had available to youYou decided the loans you wanted to useYou are now upset and trying to twist the truths of everything to get money back to make it better for youIt is not a reasonable or fair requestI'm sorry you are not happy with your decisionsI have offered to help you in every fair way we canI am truly sorry you are not happyThe offers, discounts, and scope of work were explained, discussed, and agreed upon at the writing of the agreementThat scope of work was delivered and we were paid that amount as agreed upon
Our sales representative did make promises that were not specified on the contract and were in fact unknown to usIn resolution we have written an addendum to the original contract specifying details that were not previously listedWe have also increase his labor warranty, given a year maintenance plan at no charge, and written him a $1,refund at his requestThe representative in reference to this job has also been let goThis issue should be resolved to the clients satisfaction
[redacted] I had originally wrote a response and have now deleted it and written this oneI was attempting to respond to each and every accusationAs I did I found it very hard to respond to untrue statements....You know as well as I do that we were in full agreement that your curbs would not be replaced at the time of your installationIn many circumstances existing curb are use with new systemsThey provide a stand for the equipment and that's itThe pictures attached clearly show the terrible condition of your roof at the timeYou also knew that it would be a rather easy job to replace them along with your roof at a later dateNothing was withheld or lied aboutTwo years later you contacted our office and spoke to Maggie, NOT myself and she quoted you $A reasonable priceYou responded with foul, rude and unacceptable languageShe immediately asked me to talk to you and find out whats going onIn which I offered to remove the units, supply new curbs, and re-install the units after the roof was done...NO CHARGE! You said your roofer would not do that so I suggested that you maybe get another bidI have never heard of a roofer that will not work with a company to install a curb at the same time they are doing the roofIt makes no sense to cut into a brand new roof to install a curbIt will not come out nearly as nice or water tightYou said you would get back to me and here you haveYou have completely altered the facts of this from start to finishCustomer satisfaction is Big Mountain's number one goal! Normally in a situation as this we would gladly do whatever it takes to resolve a misunderstandingHowever this is not a misunderstanding....It simply not the truthWe absolutely tried to provide you with a solution at no cost to you! I will gladly pay you for the cost of curbs and an invoice from our supplier to back it up
Mr [redacted] I apologize for what you have experienced with the leaking coil situationWe want more than anything for you to be happy with the service we provideThe reason I did not immediately agree to charge the system with refrigerant is due to laws surrounding refrigerant leaks and impact on the systemI was pushing the manufacturer to send out their rep hoping they would replace itThe unit can only be warrantied under their authorizationThe manufacturer rep said they will not replace the unit on a coil leakHe agreed to order the coil sight unseen due to length of time it takes for them to get the coil here from back eastIt takes them up to weeks to get the coil here on a package unit systemThese coils they do not stock but make on requestUpon this information I immediately sent someone out to charge the system so you would have cooling while waiting for the coilWhen 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 itThe installers only installed the part they were givenThe manufacturer warranty rep authorized and ordered the wrong coil setWe should have picked up the coil, inspected it to make sure it was the right one and then called youThat 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 yetYour system will continue to work and cool you fine until the new coil arrives The manufacturer is not authorizing a unit replacement at this timeAs a side note seer systems are no longer able to be manufactured as of January 1st The current minimum seer system is now I am aware that you had an electrical part go out and now a coilOne part operates independently of the otherAlthough 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 year parts warrantyI have had coil failures from [redacted] and lots of other brands this year [redacted] is the most commonly used coil and only has a year warrantyAgain 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 yearIn the meantime if your unit stops cooling before the coil can get replaced please call me immediately!
Mr [redacted] ,I apologize that your experience with Big Mountain hasn’t met your expectation as well as oursWe truly do strive to meet the needs of all of our clientsI 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 writtenI 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 contractIt appears there are many inconsistencies between what you have stated and what has happened, number of times it has happened, and stated building requirementsThat being said I will try to address the typed items that came through the Revdex.com under Statement of the problem and Desired SettlementAt the time Big Mountain did have a system package at the price advertisedBut as such it does require a site visit and further investigationEvery client is different with different needsSome need ductwork, equipment relocation, electrical panel upgrades, ect., ectThe list can be very lengthyIn reviewing your contract replacing the lineset was not part of the scope of work to be done and you were therefore not charged for thatOur price to do that work is $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 timeWhen it comes to Building Correction Notices that is very commonWe are always happy to make corrections to work the “Building Department” deems necessary
I am rejecting this response because: I am not twisting any truths to benefit myselfIn every email with [redacted] which I have previously attached and in each phone call with him, we were told over and over that how we get the "free" A/C as part of your company's promotion of Go Solar with Big Mountain get free A/C or WindowsYou are correct we did agree on a price for everything, and in that price we were told over and over that we would receive a rebate that would cover the A/C and thats how it worksWe called him back to our house to go over this and to make sure this is how it works, in the email sent from him he even breaks it down on how to do itIf anyone had told us we are not sure if you get a rebate we would of JUST bought the A/C through you guys with no problemsThis isnt about trying to rip you off or make up claims, its about doing what was fair and promisedWe were told one thing and now we have two loans for an A/C and SolarWhere was the promotion at? We tried contacting you so many times through out this process and it was always hard to get a call back, your only way of resolving any of this was to offer us into the program we didn't want in the first placeIt's frustrating as a consumer to have the business sit here and tell me that their sales person (***) was on the up and up and did his job great, when in fact [redacted] told me on the phone the complete opposite [redacted] made us promises and off of those promises we feel that as a business you should honor themIt's amazing that a business would treat their customers this way
I am rejecting this response because: As a business you are not doing what was promisedYou say what I am saying isn't correct, but it is, as a consumer I could of went to any company I chose you based on what I was told and promisedYour program that you advertised was buy solar get a free A/C or windows, Joe said it in several emails that we would get the full rebate and not to worry that is how we get a free A/C, if that is the truth why do I have two loans now? Where is my free A/C? Regardless of what you want other people to see on this complaint, [redacted] promised a lot to many customers including us and [redacted] told us both about it and how he really left Blue Mountain, I just feel like we were misled, the only option you gave us was the Y-Green option after how many months of trying to get a hold of you, you never called us back, I can look on my phone to see how many times I tried to reach youThe worst part of this is we would of JUST bought the A/C through your company, now because of a advertising we now have two loans for an A/C unit and solarNever was it mentioned "depending" on the tax credit it was in so many emails from Joe and spoke on the phone about receiving itWhy advertise such a offer when it really isn't true to the buyerWe didn't go into this quickly we asked many questions, were re-assured and now were at this point where I want it to be fairHow can you treat customers this way, we spent 23,and this is what we are dealing with
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!!!!!!
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 Its ok I will look for another Business for future service for my AC and I will check with Revdex.com for any repair services with any company or businesses
I am rejecting this response because:I am not understanding what they are responding to us about permits and copiesThe response has nothing to do with my complaintPlease advise
The statements you are making are not correctWe did inform you of the finance options that were available to you based on your credit ratingsYou did not qualify for the full amountWe gave you options, the lenders sent directly to you in your email terms and conditions, you agreed to them and signed themI'm sorry you do not like the decision you madeWe do not hide anything from anyoneThe 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 abilityThis would require us to run your credit to do soWe agreed on a price, provided financing options that were available to you, and you chose the one you wantedWe specifically advised you to get into longer loan options with lower paymentsEven outside of PACE financingAgain you didn't want to do anything except an 18month programIt is not a resonable request you have madeWe will not be able to comply with it
The work provided to you through Big Mountain was fulfilled as agreed uponYou directly communicated with loan providers to decide on loan options as well as terms and conditionsAgain those terms and conditions were agreed upon between you and themThrough their policies they confirm those agreements directly to youWe do notWe are absolutely willing to help you in any way we can to obtain further loan options In order for us to be able to do so you will have to let us run your credit again and the loan companies can talk to you about your optionsYou can even call them directly to run the applicationYou will have to talk to them about the options they will extend to you and the terms therof
The work provided to you was delivered according to the agreed upon priceWe did issue you a the rebate amount discussedCheck for $was sent to you on 1/5/for rebates indicated on your contract as agreed
Again we did come out, discuss the offer with you, agreed on a price, got you the loan options you had available to youYou decided the loans you wanted to useYou are now upset and trying to twist the truths of everything to get money back to make it better for youIt is not a reasonable or fair requestI'm sorry you are not happy with your decisionsI have offered to help you in every fair way we canI am truly sorry you are not happyThe offers, discounts, and scope of work were explained, discussed, and agreed upon at the writing of the agreementThat scope of work was delivered and we were paid that amount as agreed upon
Our sales representative did make promises that were not specified on the contract and were in fact unknown to usIn resolution we have written an addendum to the original contract specifying details that were not previously listedWe have also increase his labor warranty, given a year maintenance plan at no charge, and written him a $1,refund at his requestThe representative in reference to this job has also been let goThis issue should be resolved to the clients satisfaction
[redacted] I had originally wrote a response and have now deleted it and written this oneI was attempting to respond to each and every accusationAs I did I found it very hard to respond to untrue statements....You know as well as I do that we were in full agreement that your curbs would not be replaced at the time of your installationIn many circumstances existing curb are use with new systemsThey provide a stand for the equipment and that's itThe pictures attached clearly show the terrible condition of your roof at the timeYou also knew that it would be a rather easy job to replace them along with your roof at a later dateNothing was withheld or lied aboutTwo years later you contacted our office and spoke to Maggie, NOT myself and she quoted you $A reasonable priceYou responded with foul, rude and unacceptable languageShe immediately asked me to talk to you and find out whats going onIn which I offered to remove the units, supply new curbs, and re-install the units after the roof was done...NO CHARGE! You said your roofer would not do that so I suggested that you maybe get another bidI have never heard of a roofer that will not work with a company to install a curb at the same time they are doing the roofIt makes no sense to cut into a brand new roof to install a curbIt will not come out nearly as nice or water tightYou said you would get back to me and here you haveYou have completely altered the facts of this from start to finishCustomer satisfaction is Big Mountain's number one goal! Normally in a situation as this we would gladly do whatever it takes to resolve a misunderstandingHowever this is not a misunderstanding....It simply not the truthWe absolutely tried to provide you with a solution at no cost to you! I will gladly pay you for the cost of curbs and an invoice from our supplier to back it up
Mr [redacted] I apologize for what you have experienced with the leaking coil situationWe want more than anything for you to be happy with the service we provideThe reason I did not immediately agree to charge the system with refrigerant is due to laws surrounding refrigerant leaks and impact on the systemI was pushing the manufacturer to send out their rep hoping they would replace itThe unit can only be warrantied under their authorizationThe manufacturer rep said they will not replace the unit on a coil leakHe agreed to order the coil sight unseen due to length of time it takes for them to get the coil here from back eastIt takes them up to weeks to get the coil here on a package unit systemThese coils they do not stock but make on requestUpon this information I immediately sent someone out to charge the system so you would have cooling while waiting for the coilWhen 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 itThe installers only installed the part they were givenThe manufacturer warranty rep authorized and ordered the wrong coil setWe should have picked up the coil, inspected it to make sure it was the right one and then called youThat 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 yetYour system will continue to work and cool you fine until the new coil arrives The manufacturer is not authorizing a unit replacement at this timeAs a side note seer systems are no longer able to be manufactured as of January 1st The current minimum seer system is now I am aware that you had an electrical part go out and now a coilOne part operates independently of the otherAlthough 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 year parts warrantyI have had coil failures from [redacted] and lots of other brands this year [redacted] is the most commonly used coil and only has a year warrantyAgain 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 yearIn the meantime if your unit stops cooling before the coil can get replaced please call me immediately!
Mr [redacted] ,I apologize that your experience with Big Mountain hasn’t met your expectation as well as oursWe truly do strive to meet the needs of all of our clientsI 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 writtenI 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 contractIt appears there are many inconsistencies between what you have stated and what has happened, number of times it has happened, and stated building requirementsThat being said I will try to address the typed items that came through the Revdex.com under Statement of the problem and Desired SettlementAt the time Big Mountain did have a system package at the price advertisedBut as such it does require a site visit and further investigationEvery client is different with different needsSome need ductwork, equipment relocation, electrical panel upgrades, ect., ectThe list can be very lengthyIn reviewing your contract replacing the lineset was not part of the scope of work to be done and you were therefore not charged for thatOur price to do that work is $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 timeWhen it comes to Building Correction Notices that is very commonWe are always happy to make corrections to work the “Building Department” deems necessary
I am rejecting this response because: I am not twisting any truths to benefit myselfIn every email with [redacted] which I have previously attached and in each phone call with him, we were told over and over that how we get the "free" A/C as part of your company's promotion of Go Solar with Big Mountain get free A/C or WindowsYou are correct we did agree on a price for everything, and in that price we were told over and over that we would receive a rebate that would cover the A/C and thats how it worksWe called him back to our house to go over this and to make sure this is how it works, in the email sent from him he even breaks it down on how to do itIf anyone had told us we are not sure if you get a rebate we would of JUST bought the A/C through you guys with no problemsThis isnt about trying to rip you off or make up claims, its about doing what was fair and promisedWe were told one thing and now we have two loans for an A/C and SolarWhere was the promotion at? We tried contacting you so many times through out this process and it was always hard to get a call back, your only way of resolving any of this was to offer us into the program we didn't want in the first placeIt's frustrating as a consumer to have the business sit here and tell me that their sales person (***) was on the up and up and did his job great, when in fact [redacted] told me on the phone the complete opposite [redacted] made us promises and off of those promises we feel that as a business you should honor themIt's amazing that a business would treat their customers this way
I am rejecting this response because: As a business you are not doing what was promisedYou say what I am saying isn't correct, but it is, as a consumer I could of went to any company I chose you based on what I was told and promisedYour program that you advertised was buy solar get a free A/C or windows, Joe said it in several emails that we would get the full rebate and not to worry that is how we get a free A/C, if that is the truth why do I have two loans now? Where is my free A/C? Regardless of what you want other people to see on this complaint, [redacted] promised a lot to many customers including us and [redacted] told us both about it and how he really left Blue Mountain, I just feel like we were misled, the only option you gave us was the Y-Green option after how many months of trying to get a hold of you, you never called us back, I can look on my phone to see how many times I tried to reach youThe worst part of this is we would of JUST bought the A/C through your company, now because of a advertising we now have two loans for an A/C unit and solarNever was it mentioned "depending" on the tax credit it was in so many emails from Joe and spoke on the phone about receiving itWhy advertise such a offer when it really isn't true to the buyerWe didn't go into this quickly we asked many questions, were re-assured and now were at this point where I want it to be fairHow can you treat customers this way, we spent 23,and this is what we are dealing with
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!!!!!!
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 Its ok I will look for another Business for future service for my AC and I will check with Revdex.com for any repair services with any company or businesses
I am rejecting this response because:I am not understanding what they are responding to us about permits and copiesThe response has nothing to do with my complaintPlease advise
The statements you are making are not correctWe did inform you of the finance options that were available to you based on your credit ratingsYou did not qualify for the full amountWe gave you options, the lenders sent directly to you in your email terms and conditions, you agreed to them and signed themI'm sorry you do not like the decision you madeWe do not hide anything from anyoneThe 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 abilityThis would require us to run your credit to do soWe agreed on a price, provided financing options that were available to you, and you chose the one you wantedWe specifically advised you to get into longer loan options with lower paymentsEven outside of PACE financingAgain you didn't want to do anything except an 18month programIt is not a resonable request you have madeWe will not be able to comply with it