Complaints

This profile includes complaints for Blue Mountain Plumbing, Heating & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Blue Mountain Plumbing, Heating & Cooling

  1744 Jefferson Hwy Fishersville, VA 22939-2266

• 

  Blue Mountain Plumbing, Heating & Cooling

  1951 Evelyn Byrd Ave Ste G Harrisonburg, VA 22801

• 

  Blue Mountain Plumbing, Heating & Cooling

  2815 N Augusta St Ste D Staunton, VA 24401

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:02/20/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The 
  
  The office manager did not tell me anything about getting a different brand until after it was installed. Then I called them to ask why I did not get what my contract says I was supposed to get. Noone told me anything about any different Unit at all The lady in the office asked my son if he could do the wall if she cut him a check for$100.00. He said yes but we never seen that at all.  And they never came back to my house for the wall. They came here because I called and complained about the unit being so loud. They came here the first time and cut furnace fan speed down. The second time was to cut the fan speed down on the outdoor unit. They had both of them set for high speeds and they was loud. And the supervisor came with the man the last time and we was talking and he said yes you should of gotten money back because you got cheaper furnace and heatpump unit. He said he was going back and say something to office manager but I neer heard nothing at all from them. I called up there to ask about it and would get told we will call you and let you know. I never heard from them at all. 
  
  Regards,
  
  ***** *******  of wood up instead of sheetrock. When they sent a man out here to fix that. He walked in and said when they fix their mistakes he will return. He was very rude. I told them I didn't want him back here. So they said they would give me 100.00 if my son fixed it. I have not seen that either. All I am asking for is the difference between what I paid for and what I got.

  Business Response

  Date: 02/20/2024

  We are sorry to hear that you have had a bad experience with us, but in response to your complaint: the office manager did communicate with you, about the different brand you would would be purchasing.  The contractor that was sent out to repair the wall, was not there to do any work on the HVAV unit, or did he know anything about the issue you were having with the brand.  We came back on several visits to try to remedy the issue with the wall, on the invoice it was stated that the plywood would be put in, nothing about sheetrock was discussed, until after the install was finished.  We were told on the last visit that the son would take care of putting the sheetrock up. You can contact us directly and talk to the office manager if you would like to discuss this further. 

  Business Response

  Date: 03/08/2024

  We are sorry that you did not have a pleasant experience with us, as stated before the equipment that was installed was gone over before we installed. We are willing to give you the $100. We would just need to send a letter to you for the refund and have it signed and sent back to us.   

  Customer Answer

  Date: 03/08/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards,
  
  ***** ******* Before installation was going over my contract that I did with *** the man that worked there. My contract says I was getting a trane runtru system. Not the champion heat pump unit or coleman furnace. Noone went over this before anyone came out here to install the system. We actually asked them why they was installing a coleman furnace they said the trane runtru would not fit in a mobile home. Noone told me this prior to installing anything. I went outside to see what heat pump unit they installed expecting to see my trane system sitting out there and it said coleman. I have never heard of a coleman heat pump unit. The man that came to my house to give me a free estimate was named ***. I went to their office and signed the contract with ***. Gave him half the money. When they came out to install it I asked them where Joe was. They said he got fired because he was trying to sell everyone trane units.  I deserve either money back on what I paid. Not just the 100.00. Or I want what I paid for installed.  A contract is binding. Where is their proof that they told me anything. They have none because it never happened. There is no signed papers before installation except for my contract for my trane unit.  Thank you  ***** *******

  Business Response

  Date: 03/15/2024

  I (*****) the Director of Operations) spoke directly to Ms. ******* and let her know that we had a different brand of unit Champion that would work much better in her mobile home. I did let her know that these 2 units were listed at the same price. Ms. ******* agree with the change of the unit. At a different time afterwards, Ms. ******* again spoke to an office staff which also let her know the difference in the brands. Another issue was that there was plywood placed instead of drywall. The invoice reflects that we would install plywood, Ms. *******'s son was not happy with that. I then spoke with him and let him know that I would send a contractor down to replace this. After that I received another call from the son explaining that they did not want that contractor back and they would settle for $100.00 instead. We agreed that this would happen after I sent my Field Supervisor down to look at that and as well as the unit that was installed. Blue Mountain Field Supervisor has been down to look at this and let the customer know as well that this was the better of unit. We have since been working with the BBB to resolve the issue. 

  Customer Answer

  Date: 03/18/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The woman called me and said the man I dealt with *** was no longer working there because all he wanted to sell was trane units. She said they would have to get something different because trane wouldn't work in a mobile home. Which I still don't understand. But no mention of what brands would be used. If she would of told me champion heat pump unit. I would not of agreed to this. I did houses for the banks for 17 years and I have never seen a champion system. And I do know when you get a new mobile home most furnaces are coleman. But there is no way a champion heatpump/ac unit and a coleman furnace would be the same price as a trane unit. Which is top of the line. Noone would even get on the roof to take my oil furnace stack out the roof. They put a cap on it and it is gonna leak because they loosened it up cutting with a sawzaw to get old furnace out.  Then it's gonna leak right on furnace and ruin it. I do not agree with what they are saying at all. No mention of brands to be used was spoken of. I would of complained before anything was done because I had already paid for the trane system. 
  Regards,
  
  ***** ******* 

• Initial Complaint

  Date:05/19/2023

  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.

  Repair AC FanDid not file warranty paperwork, per manufacturer. Also made me wait over 6 months and the matter is still not resolved.

  Business Response

  Date: 06/07/2023

  Warranty was filed with manufacture. Customer did receive warranty credit back. This did take some time due to some changes that were being made. Warranty issue has been closed.