ComplaintsforMountain High Appliance Inc

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  10/13/2023

  Requested work was completed on 10/10/23.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

  03/27/2023

  Thank you for investigating this.

   

  The company has finally responded and fixed the problem

• Initial Complaint

  10/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩