Mountaineer Heating & Cooling

Review: A very nice, professional salesman came out and assessed our needs for a new furnaceWe agreed on a contract on Octand money was deposited for the work to be scheduledI knew we would likely be scheduled about weeks out which was fineI was very much looking forward to working with themI was upfront about my days off being Monday and Friday and that I preferred the work to be scheduled on one of these days as I would have to make work arrangements for any other dayInitially, I was told by Mr[redacted] that my furnace install was going to be scheduled for Monday, Novand if they ran into any problems on other jobs, worse case it would be the or When I didn't hear back about any delays, I came up to the house on the 17thI called Mountaineer early that morning to ensure they had my proper contact number up hereWhen Mr[redacted] answered the phone he said that, no, he had me on the schedule for "NEXT Monday, the 24th." I wasn't happy about not being made aware of the the change of dates, but I completely let it go and said nothingToday is the 24th and at about 9:30a.mI called over to find out an ETAMr[redacted] informed me that, no, he has me on his calendar for tomorrow the 25thI told him it was great that he just spoke to another contractor about getting out here tomorrow, but that I, the homeowner, needed to know of these apparent random changes in schedule to plan accordinglyHe then told me he didn't tell me the 24th and that he said the 25thHe continued to make me feel like I was lying and didn't know what I was talking aboutThat it was "my word against his." (I am, after all, the lowly customer.) At that, I'm upsetI'm upset about coming up here not once, but twiceI'm upset because I know what I was told and now he's telling me different information AGAIN and so I share my frustration with himHowever, he didn't like it when I said "what the [redacted]??" and then later "bull[redacted]" because he is offended by a such languageIf you could only have heard heard the condescending, self righteous tone he was using with me up until that point when those words finally came outI have never been treated by a company like this or ever had such an experience, everI was literally stunnedHe then told me he was done with me and didn't want to do business with me and that was that as far as he was concernedAll because I got upset that he didn't properly work with me to nail down an installation date?? WowAs I said, I am stunned and so profoundly upset by thisIn tears quite frankly as pathetic as that may soundBased on this experience, I would never be able to recommend his companyWhen I told him such, he said he didn't care because he has a good standing with the Revdex.com.Desired Settlement: I simply want customers to know about his potential, utter lack of customer service if they are trying to find quality heating service in this areaSeeing a similar review would have made me think twice before calling them or at least I could have been better prepared if issues had arisenThank you for your consideration
Business
Response:
Thank you for contacting us regarding Mrs[redacted]'s
complaintMrs[redacted] advised us she
would be contacting the Revdex.com regarding her complaintOur top priority is customer
satisfactionWe are rated as a one of
the best mechanical contractors as indicated by our status as a TCS (Trane
Comfort Specialist) company and Mitsubishi Diamond ContractorWe
always maintain a top rating with the governing agencies in our industry
including N.A.T.E, ACCA, and IGSHPA, are regularly selected as the "Best of the
Best" by The Mountain Times, a local media source and are members in good
standing with our local area Chamber of Commerce and High Country Home Builder
AssociationPerhaps most importantly,
we have a long standing accreditation with the Revdex.com indicated by our A+ ratingOur number one source of attaining new
customers and growing our business is referrals from existing customersClearly, our reputation with each of these
entities, particularly maintaining our A+ rating with the Revdex.com, is of vital and
fundamental importance to each employee at Mountaineer Heating & Cooling
Mrs[redacted] purchased a replacement furnace for her
vacation home on October 27th with an installation time estimated at
3-weeksDue to the nature of our
industry, as with most comparable fields, providing a fixed date and time for a
project scheduled to begin several weeks in the future is simply not
feasibleSome projects are completed
quicker than estimated which allows each subsequent project to move forward on our
calendarJust the same, some projects
may move slower than estimated due to unpredictable complications found during
an installation or revisions by a homeowners or contractor during a
projectWe simply do our best to ESTIMATE
the upcoming schedule and note to each customer the nature of the scheduling
process which includes obtaining state and locally mandated permits, equipment
delivery, coordinating subcontractors, etc
We inform each customer that we will contact them prior to the inception
of their project in order to coordinate with their schedule and the schedule of
any other essential subcontractorsIn
Mrs[redacted]'s case, we originally targeted the third week of November as an
installation date at the time of the purchase
This timeframe, however was only an estimate and was never promised or
confirmed as an installation dateWhen Mrs
[redacted] contacted us on the 17th, Mr[redacted] (the Project Manager –
and company President) communicated to her that due to the progress of ongoing
projects, her project was scheduled for November 24th or 25th
pending completion of current projects and still withe original timeframe
approximatedObviously and unfortunately,
a misunderstanding most certainly occurred
Perhaps Mrs[redacted] took the ESTIMATED timeframe as a firm date
to begin her projectHowever this date
was never communicated as a guaranteed project dateA LP gas provider was also subcontracted to
provide a tank and piping as required by state code and at Mrs[redacted]'s
requestWe, as always, agreed to
coordinate this workMrs[redacted]
contacted us on the November 24th, infuriated that the project had
not begunWe expressed to Mrs[redacted]
that her equipment had arrived and the work was to begin first thing the
following morningTo corroborate our
communication, we contacted the gas provider who confirmed that their
understanding was to "touch base" first thing Monday morning (the 24th)
and to begin the project either the 24th or 25th pending
completion of the prior project
Unfortunately at this point, Mrs[redacted] became irate and began to
barrage the project manager by phone, screaming offensive and profane
languageWhile it is understood that
often frustration allows things to be said that are regrettable and the
business must be the one to remain professional, regardless of the actions of a
customer, the continued accusations, actions and language from Mrs[redacted]
culminated in Mr[redacted] finally concluding a viable solution that would
satisfy Mrs[redacted] was not achievable
At this point, Mr[redacted] informed Mrs[redacted] that we must decline to provide
our services for her and that a refund of her full deposit would be processed
directlyAlso to be noted is the fact
that later in the morning upon examining the conversation, Mr[redacted] contacted
Mrs[redacted] again, if only to offer an apology for the path the conversation
had takenWe have always conducted
ourselves above and beyond a professional manner and provide first-rate
customer serviceThis was an olive branch extended and an opportunity for Mrs
[redacted] to step back from the situation, calm down, and have a rational
conversationThis is the type of
concern Mr[redacted] has for each customer and for the company as a whole, and
candidly, speaks to the character of our President and Owner and the level of
service and integrity demanded of each employeeUnderstandably, many companies would have
closed the matter and never given the situation another thoughtTaking the high ground, Mr[redacted] asked Mrs
[redacted] to accept his apology which she fervently refused to do, also stating
she didn't regret anything she had said and indicated it would be her goal to
cause damage and harm to our company and reputationAt no point was Mrs[redacted] misled or
misinformed in any wayAlthough this entire
unfortunate set of events was through no fault of our own, we went above and
beyond in good faith to find a solution for Mrs[redacted]Mrs[redacted]'s refund was processed
immediately
We are been proud to be the most reputable mechanical
contractor in the High Country of NW NC, serving our communities since
Nothing is more important than the
satisfaction of our customersIt is
deeply regrettable by each of us who worked with Mrs[redacted] that she had
anything less than an excellent experience
We did, in good conscious, do everything possible to facilitate a
solution that was achievable and that would suit Mrs[redacted] and we sincerely
regret that such a resolution was unobtainable
Sincerely, [redacted], Sales & Marketing
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
The individual who represented Mountaineer Heating and Cooling ("MHC") for their response was not part of any of my conversations with Mr[redacted], the Owner and PresidentThe representations made in this letter do not align with the actual conversations I had with or statements made by Mr[redacted]While MHC may have a high rating with its governing agencies and through some local media sources (all reasons for which I contracted with them.), the customer experience I had did not come close to these accolades