Complaints

This profile includes complaints for Mountain High Appliance Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mountain High Appliance Inc

  1130 Pine St Louisville, CO 80027-1476

  
• 

  Mountain High Appliance

  3768 Highway 82 Glenwood Springs, CO 81601-8500

  
• 

  Mountain High Appliance, Inc.

  3965 N Academy Blvd Colorado Springs, CO 80917-5904

• 

  Mountain High Appliance Inc

  6905 S Broadway Ste 159 Centennial, CO 80122-8000

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a new dishwasher from Mountain High Appliance on February 22nd and we were informed that it would most likely arrive around mid March -maybe sooner. We contacted the salesman on March 3rd to inquire on the expected arrival was informed around 3/21 maybe sooner and he would let us know. We didnt hear back for 3 weeks after contacting the salesman again on 3/23 learned that the product was in fact here and in the warehouse and his response was Unfortunately, the soonest I can get you on route is the 17th of April if you don't mind reaching out to my scheduling team tomorrow, they can see about getting you scheduled sooner than I can. So we called the scheduling team on the 24th and received a 3/27 delivering date. The installers arrived within the scheduled window and installed the dishwasher. We went to try the machine later and found that the bottom rack wheel system was broke so we contacted the salesman again and he once again was unable to help us out and asked us to call customer service directly if you don't mind calling the store at ************ and asking for customer service they can get that part on order and repairedWe were able to get a hold of customer support that day (3/27) and gave them the information and didnt hear back after being told that they would respond within 48 hrs. We are very disappointed in the lack of concern/response throughout the sales experience with Mountain High Appliance and we would like prompt repair of the bottom rack so we can use the unit -

  

  Business Response

  Date: 04/23/2025

  Hello,

   

  Purchasing customer, ******* ********* had dishwasher installed by our team on 3/27/24. She contacted our customer service department within ***** of the install stating that the bottom rack had a broken wheel. In order for a service request to be submitted through the manufacturer warranty, our accounting department has to invoice the order in our system. This process may take up to 48 business hours to process in our system. Our customer service team notified our accounting department to invoice the order right away to get a service request submitted, this communication was sent on 3/28/25 at 10:48am. There was a delay in our system's being a Friday and operations team not being open on the weekends, so this wasn't invoice till Monday, 3/31 @ 11:17am. Our customer service team then submitted a service request to Whirlpool to get service setup to replace the wheel.  ******* was notified same day, 3/31 @ 1:32pm, that ************ would contact her in ***** business hours to schedule service appointment. ******* responded back on 3/31 @ 6:33pm (Mountain High operating hours M-F 9a-5:30pm) requesting if part could just be mailed instead of having it serviced. Mountain High Appliance received the BBB complaint that same evening after business hours, 3/31 @5:36pm. I, myself (sales manager), took communication to our customer service manager the very next morning, 4/1 @ 9:45a, to see if the wheel part can be sent to the homeowner and could be replaced by homeowner. Our customer service manager did state that the wheel is not easily replaceable by an individual unless they have experience in it, thus why we sent it to a service tech to order part and complete. To not cause any further delay on the customer, we decided to order a whole new bottom rack (instead of 1 wheel to replace the broken wheel on bottom rack) for the customer. Our customer service team ordered the replacement rack with wheels from Whirlpool the same day, 4/1 @ 10:39am.  Mountain High Appliance received confirmation from Whirlpool that evening, 4/1 @ 6:37pm that part was shipped directly to the customer. Our customer service team then *****ed ******* when they returned the next morning, 4/2/25 @ 9:23am, providing ***** confirmation and tracking # that whole rack with wheels (not just 1 wheel) was shipped to her home. ******* responded back to our customer service ***** ***** acknowledging receipt of ***** on 4/2/25 @ 10:54am.

  ***** tracking # showed that part was delivered to customer's residence on 4/7/25. 

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a washer dryer at Mountain High Appliance on Feb 7, 2025. Was given very little info about the status of the appliance after several phone calls- they couldn't tell me whether it was in their warehouse after saying it was in stock and was going to be at the warehouse after a few days. After talking with several folks at the store and warehouse and not getting a delivery date, i called to cancel the order and was told i would get a refund after 3-5 business days. Never got a cancellation email or anything. It's been well over a month. So i opened a dispute with my credit card company on Feb 26 and still i haven't gotten a refund. Please help!

  

  Business Response

  Date: 03/28/2025

  Hello,

   

  The customer purchased her unit with us on 2/7/25 to which the customer was communicated through email communication that the item wasn't in stock at our warehouse and would need to be ordered from the vendor (email correspondence attached). The unit was received in our warehouse from the vendor on 2/17/25, but the customer had already called and spoke with another sales advisor on 2/15/25 to cancel the order. The customer acknowledged that she understood the terms she signed that a 5% cancellation fee would occur. Our accounting department processed the refund of $1466.77 (5% less than original $1538.02) on 2/17/25 (refund receipt attached). The customer called and spoke with our accounting manager over the phone, ****** *****, on 2/20/25 which ****** communicated to the customer that the $1466.77 was confirmed refunded on our end on 2/17/25 and would need to allow 3-5 business days to reflect back into her account. ****** stated to the customer if she had any further questions or concerns around her refund to contact her directly. ****** hasn't received any communication from the customer directly since that phone call on 2/20/25. ****** stated that Mountain High received a chargeback notification from the customer's credit card company on 3/20/25. ****** responded back to the chargeback with the refund receipt showing that the funds were refunded and no longer with Mountain High Appliance. Once a chargeback has been filed with a credit card company, Mountain High Appliance is no longer able to assist due to the fact that the funds were already refunded, and the credit card company has now taken control of the situation. The customer will need to get in contact with her credit card company as there's a disconnect in their system on crediting her account and not on **********************.

   

  Thank you!

  Customer Answer

  Date: 04/09/2025

  Im writing to respond to the letter i just received in which the merchant, Mountain High Appliance (MHA), responded with their version of events of this dispute.
  
  I filed a dispute with my credit card company, *********************, on 2/26, because ***** did not receive the refund despite what we are being told by ***. By my calculation, that time frame was a day or 2 beyond the 3-5 days MHA claims is needed to reflect into her account.  Tonight, i checked on the status of the dispute with *****, and no update has been provided other than ***** had contacted MHA.  Still no refund has been received.  ***** confirmed that refunds are handled promptly, with the funds becoming available the day the refund is deposited.
  
  In the letter i just received, *** said that they refunded the money with a process that started on 2/17/25 (see their response, below), but i just checked with my credit card company and they have not received the refund amount of $1466.77.  Maybe you can make out the gobbly g*** codes and such that *** provided in the letter, but I cant.  I did note that in the top portion of the Customer Refund page, Account area on the left, it does say Undeposited funds.  To be honest, the documentation provided in the letter does not provide proof that a refund was transfered to my ***** credit card.   i cannot see anywhere where exactly the refund went to, e.g. the credit card number (at least the last 4 digits), and i never received any proof of refund, like an email or similar.   It would seem that a business like *** would have documented the refund like they documented the sale (I do have a copy of the sale via email).  And, instead of working with ***** to track down exactly what happened to the refund,  MHA said it was not their problem at this point, and it must be the credit card company, and/or i was somehow at fault because i didnt call back their accounting department.   Meanwhile, i have dealt with this issue for almost 2 months.
  
  At this point, i feel i have done all that i can to provide the information to both you (BBB) and to my credit card company.  It seems that in this day and age of electronic banking, it would not be that hard for *** and ***** to resolve the issue.
  

  
  

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Range, Refrigerator, Dishwasher, and Oven Vent, all with a 5 year warranty. When they delivererd the products, they were at my house for 5 hours and didn't get anything installed. The Range had a big dent in the top back, the installers couldn't get the Dishwasher in where it was supposed to go, it hung out 3 inches. They scracthed my brand new hardwood floor (only had been in for 3 days) when they tried to put in the Range and the Dishwasher. I had to hire someone else to come and put the Dishwasher in. I sent the rest back. Someone I spoke with at the main office and I came to an aggrement about the return. The agreement was that I would keep the Dishwasher since I already paid to have it installed, and the 5 year Warranty. I was told I would get proof of the warranty. They never sent it. I have called and spoke with the store several times about this over several months. A couple of people I spoke with when I called back said that they had emailed the person in charge of this and even they never received an email back.

  

  Business Response

  Date: 07/17/2024

  Please be advised that we were in touch with this customer over a week ago and provided the customer with the information that they were requesting.

  The customer stated that they were happy with the resolution and that they were not in need of anything further at this time.

  We believe this matter is resolved. 

   

  Thank you,

  ***********************

  President

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a GE washing machine with the extended warranty from Mountain High Appliance in 2021.In October 2023 the machine stopped working, attempted to trouble shoot but the machine requires professional repair.Filed a request for repair with Mountain High Appliance on October 18 (or 19) A company called CPS handles the repair. As of today I have contacted Mountain high 5 times, and I have communicated with CPS **************** services )more than 30 times on the phone and via email The machine still does not operate properly. I have called Mountain High customer service to seek help, and they have not called back. At this time I am asking Mountain High to replace the defective machine as it is not being repaired as it should be. 5 different local repair companies have been assigned this repair, but it is still not fixed.

  

  Business Response

  Date: 12/07/2023

  There was a delay in getting service to the home. we have worked with the third-party warranty company and service. The appliance was repaired toady and working.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We prepaid approx $20,000 for a new built-in Dacor fridge and installation.The installation has taken 3 trips to attempt to complete and required us to pay additional money for a contractor. The 3rd installation was completed 3 weeks ago and they left without addressing a beeping sound and error message on the fridge. We have attempted numerous times with the sales rep and Dacor customer service to get the beeping alarm addressed and for a service tech to come to our home and repair. Unfortunately, a service tech has not been scheduled and Mountain High appliance is pathetically dragging their feet to get this done. They were paid months again for the fridge and installation and the job is not complete.

  

  Business Response

  Date: 11/23/2023

  Mountain high appliance and dacor were unable to secure service in a timely manner for the fridge. we will be picking up the fridge on Nov 29th and refunding the customer the full amount. 

  Customer Answer

  Date: 11/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I do not consider this case closed until the unit is removed from my home with no damage to my floor and the full refund for the refrigerator and installation is received.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a higher-end gas range at the **************** Mountain High Appliance store on 5/9/23, with optional casters. It was installed by their installer, CMR, on 7/12/23. After the installers left, I read the installation manual which stated gas ranges with casters need to use a quick disconnect fitting and a restraining strap. It also detailed two anti-tip safety devices that the installers had removed and discarded. I contacted MH the next day about these problems. For the past two months we have exchanged over three dozen emails. Many times that I request an update, it is three to ten days before I get a reply and many times it is MH explaining why they and their installers cannot complete the installation as per the manufacturers requirements and their problems getting information from the manufacturer, CMR, and even their own internal installation experts. It should not take two months to get information from a supplier, sub-contractor and internal personnel to figure out how to do what they should already know how to do and were paid to do. Now after 72 days, and my telling them I will start going to organizations like the BBB, they tell me they know what to do and their people will do the work, but they will only tell me the work will be done "as soon as possible" and they are silent when I request a firm installation date and time.

  

  Business Response

  Date: 10/04/2023

  We used a third-party installer for this customer being that we do not run installers in that area. The install was unique to them and us. Customer found some information in the Bluestar instillation manual that he questioned. We reached out to the manufacture for clarification (Bluestar). They said that it is in there for Commercial use and not necessary in residential. After the information was relayed to the customer, he was not satisfied with that. We made the decision to change the parts per the customer's request. After telling the customer he demanded an install date our he would turn to the BBB. we mentioned we could not provide the date until parts we in hand and that we would be sending our install manager from a different city to perform the work. The parts are now in hand and appointment to perform the work is scheduled for 10/10 between 10am-12pm.

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20643917
  
  I am rejecting this response because:

   

  This response paints me as an unreasonable customer, "demanding" things. The installation date was 7/13/23. On 8/16/23 I was told by the local store manager that according to Mountain High installers in the ****** area, the quick-disconnect fittings were required by Bluestar for commercial installations. But I was also told the manager had talked to Bluestar, and Bluestar said "it is a requirement". I was also told two days later that per Bluestar, the requirement was an "agency requirement" that prevented Bluestar from being liable in cases of a leak. In my view, that meant that if I accepted the installation without the quick-disconnect and restraining strap, I would be accepting that liability. At this point, I gave them the first of three offers to skip the quick-disconnect installation if they would send me a letter accepting liability in the event of a leak. On 8/22/23 I was told I would have to find a plumber to do the work and they would "try" to reimburse me. I said no, they must pay for it. After another two weeks of no real progress, I contacted the corporate offices (9/6/23). Only THEN did they say they found a plumber to do the work but would not give me an installation date. On 9/20/23, I was told Mountain High personnel from ****** would do the install, but they were "working on sourcing the parts" and they would take care of it ASAP. I asked for a firm installation date and got no response. On 9/22/23 with no installation date, I contacted BBB. Now a week later (10/4/23), I was given a 10/10/23 date for Mountain High installers (not a local plumber) from ****** to do the installation. The only demand I made is that the installation be done as required by the manufacturer or Mountain High write me a letter accepting liability for problems resulting from not following the manufacturer's requirements.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/13/2023

  Requested work was completed on 10/10/23.

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim # ******* Warranty # ******* case # ******* After a year of back and forth, this email was sent to customer service on 3/13/******************* sent me an out-of-warranty claim form, which required me to pay a $110 diagnostic fee. The issue has already been diagnosed -- the rubber gasket is moldy.I would like for someone to please order a replacement gasket and schedule a time to install it. Is this something that Mountain High's repair team can handle, or do I need to find a different company to assist?Best,************** would like the gasket ordered and installed immediately. That would resolve the issue.

  

  Business Response

  Date: 09/01/2023

  I spoke to *********************************, and we were able to get her taken care of regarding her washing machine seal. The part is being shipped out from the manufacture and are working with her to get it installed.

  Thank you,

  Customer Answer

  Date: 09/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2022, I purchased appliances from Mile Hi Appliance Company. They took my order and my payment. When the appliances arrived, there was a dent in the microwave. We sent the microwave back. After about two months, we received a new microwave. I had to call the company with no return call to get the microwave situation resolved. Finally, the manager of another store, resolved my problem. After installation, we noticed that the microwave light will not turn off. I have called over 5 times to get this repaired. I am being told that they have sent the repair to ** to get the "part" to fix the microwave. I am now in February of 2023. I am getting the run around from this company. I have lost faith in this company and need outside help to resolve my complaint and get my situation resolved.

  Customer Answer

  Date: 03/27/2023

  Thank you for investigating this.

   

  The company has finally responded and fixed the problem

• Initial Complaint

  Date:10/16/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought an oven from ******* and the broiler has never worked. After multiple attempts to get this issue repaired, and dealing with incredibly hostile and rude employees, we still have a $10K oven with a non-functioning broiler that is now out of warranty. We have called ******* multiple times, been assured over and over that the issue will be addressed, and then we never hear back from them or any repair person. We have even been to the ********** showroom in person to address this problem. Still nothing months later.

  

  Business Response

  Date: 10/24/2022

  This is the first we are hearing about this issue. We have checked our phone records and customer service inbox and have nothing from this person. We have no record of the individual in our system. The address pulls up another customer who purchased a range from us in 2018. That unit was serviced by a third party service company in 2019 and they have closed that issue. We have tried calling and email the contact information on the BBB complaint form with no luck. We have also reached out to the third party service company and they have confirmed the issue was resolved. We would like the opportunity to repair the range if there is a issue with it.

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 22, 2022 Mountain High Appliance hired a third person company to deliver my GE refrigerator. It wasn't the fridge I ordered, the salesman ******* took my order and just ordered whatever he could find to make a sale, but that isn't the issue now. The delivery men documented scratches on both fridge doors as well as a dent on one of them. They wrote out the damages, took pictures and notified MHA. I spoke to ******* on that day and he said the service department would contact me the next day to replace the doors. Nothing happened. I reached out on May 23, 2022 and again was told that the service department would reach out within a week. I have had no contact from anyone. I just reached out again yesterday and I am being given the same lie that someone will contact me. At this point I don't believe they have any intention of correcting the damage which existed on the fridge on the day of delivery before it was installed in my home. I have paid $3600.oo for a fridge which has noticeable damage. If they are not going to fix the damage by replacing the doors as they stated they would, they need to reach out to GE and agree to pay for GE to fix the damage. The delivery company has proof of the damage as does MHA.

  

  Business Response

  Date: 08/22/2022

  The store manager of the store where the appliances were sold, spoke with the customer. They where ok with moving ahead with a repair. We communicated the issue to the manufacture (GE) and they have agreed to a Door replacement. The product is ordered, expected to arrive no later than 9/2.The customer will contact ********************** when the door replacements arrives and we will have a technician install these for the customer.