ComplaintsforBlack Diamond Experts Electric, Plumbing, Heating & Air

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March 2023, we bought 3 mini-split systems from Black Diamond for a total of $15,000. We began using them in May when the weather become warmer. These systems have not worked for more than two consecutive weeks. We have had at least five separate visits from techs because these systems frequently stop working. One tech spent nine hours here trying to fix it. Then needed to send someone else out the next week because the first guy couldn't repair it. They stopped working a couple weeks after that and more techs were sent out. We have had to adjust work schedules so many times for them to come out and temporarily "fix" the problem. During one call to them, an employee named Alex hung up on me. The systems come with a "12 year warranty" but we are sure that these systems will not last that long based on the poor performance we have had in just the first few months. Because the systems work so inconsistently, we are seeking three new mini split units.

  

  Business response

  09/15/2023

  We are committed to providing the highest quality products and services to our customers. We deeply regret the issues that Zac has encountered with the mini-split systems, and our customer experience agent, Alex,  and for the inconvenience this has caused.
  

  We have been in direct contact with Zac to address concerns and ensure the systems function correctly. We have always prioritized sending our soonest available technician to resolve issue promptly. However, the complexity and recurrence of the problems have required multiple visits, for which we apologize for any inconvenience caused. In response to the 12 year warranty - Our team has collaborated with the manufacturer to ensure that the equipment issues are resolved in compliance with the warranty terms. We have identified an issue with the condensate pumps reading, and have  replaced the condensate pumps for each minisplit system. It is our understanding that this has resolved the malfunctions with the minisplit systems. 

  Customer response

  09/15/2023

   
  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

  03/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Black Diamond Experts (Business License ************ - I found numerous reviews online related to the pricing and lack of line items on their contracts which unjustly removes transparency and misleads customers. - They do not separate out the costs on their invoices that the customer signs. This leads to a customer thinking the bulk of the cost is for the equipment but they install a lower end model and then tack on more non-product-related costs and excessive installation. - PROJECTS THEY HAVE COMPLETED With charge vs equipment - (1) Electrical rewire - $15,548 *They refused to rewire the garage and provided additional estimate of $5,501.70 - (2) Installation of a Goodman Air Conditioner 4,947. The product sells for 1,200-1300 so they charged 3600 to install a 1300 product. On top of that, they charged $450 for a condensate pump. - (3) Furnace - preferred 80% efficient two stage variable speed gas furnace 60k BTUs two-stage burner 7,768 Halo led whole home air purifier - approximately 500 Total charge 1332.68 On top of that, they charged $726 for a Merv 11 Filter Cabinet that required no installation: Retail price $150 Recently I had a furnace installed and the estimate seemed high so I did some research prior to the realization that certain things were missed during completion of projects that only came to light after brought to my attention by other individuals working on my house. The invoice is the sole document of the transaction and lacks sufficient detail for the consumer to make an informed decision. I took time on this complaint to try to protect others and make a more informed decision. Identification of Applicable Regulations Chapter 11 of the Utah Consumer Sales Practices Act Also see attached pictures of undelivered services/some of the substandard work completed. Thank you in advance for looking into this company’s business practices and helping reach resolution. All invoices available upon request.

  

  Business response

  03/31/2023

  Black Diamond Experts was hired to replace the knob-and-tube wiring for our customer in March of 2021. We were not aware of any issue with the home rewire until just recently.  
  
  Our initial upfront pricing was to replace the knob-and-tube wiring within the home which did not include the separate detached garage, but did also include 2 electrical panels and a meter replacement. We did provide a separate quote for the garage later when asked. The original understanding was to replace the knob and tube wiring that was original to the home along with items specified on the invoice. Those expectations have since evolved to include any wiring in the home. We are working with the customer to try to satisfactorily resolve this and our technicians have already been out to his home this week.
  
  Additionally, we apologized for not cleaning the old wiring left behind and promptly had that taken care of when the customer brought it to our attention. We left the customers’ outlet cover in his paneling to fill a hole where it was originally. It was disconnected from power.
  
  Regarding the HVAC system purchase, we warranty our work, and have been in communication with the customer about that. The customer had concerns about the sound from his air purifier. We examined it and confirmed the sound was normal to its operation but as we wanted him to be satisfied we offered to remove and refund the unit or change it to a different brand. Our customer decided to keep it as it was the best unit. Once our work had begun the customer was no longer happy with our upfront and agreed upon pricing. We agreed to refund the portion of work that had not yet been done.
  
  We provide upfront pricing so that there aren't surprise costs for our customers. That way, if we encounter a problem that we didn’t account for, the expense is on us. We use high quality parts and our pricing is comparable to other major Utah home service companies.
  
  We care about our customer’s concerns and satisfaction and we have offered several options to achieve this. We are truly trying to resolve any concerns in a more than fair manner. 
  
  

  Customer response

  04/03/2023

  BBB, please consider this a consumer-requested advertising challenge to this business’ rating:
  I am requesting the complaint be marked unresolved at this time based on the following: The business has not addressed several of my concerns in my initial complaint to include the remedy I requested, a refund.

  (1)  Lack of line items on their contracts which unjustly removes transparency and misleads customers. They do not separate out the costs on their invoices that the customer signs to make it clear how much the product is vs how much is being charged for installation and other non-product costs.

  (2) They appear to install a lower end model and then tack on more non-product-related costs and excessive installation by capitalizing on the lack of line items.

  (3) The business response did not address all of the projects referenced in my complaint or explain the huge discrepancies in pricing of the product vs non-product-related-costs that they add in on top of that. (Also a reason for the advertising challenge).

  NOTE: While the business provided the generic response of “we provide upfront pricing so that there aren't surprise costs for our customers. That way, if we encounter a problem that we didn’t account for, the expense is on us. We use high quality parts and our pricing is comparable to other major Utah home service companies,” they do not provide explanations for the pricing tactic complaints (1) and (2) and did not even address my concerns. This is more than a complaint about the price. This is a complaint about their pricing and advertising PRACTICES AND TACTICS!

  The Business’ response is not satisfactory as its website clearly lists 100% Satisfaction Guaranteed.
  To indicate this and then require an unsatisfied customer to continue to allow the company to work on their house until it is “good enough” rather than provide a full refund due to the lack of satisfaction is not the way a prudent mind would interpret the business’ representation.
  -
  Total settlement requested for over-payment:  *****. Invoices available upon request.

  Requiring continued work in lieu of a refund is especially unreasonable in this case based on the following (other reasons to look at their accreditation).
  
  
  *Customer was advised by one of Black Diamond Experts’ employees that one of the individuals who worked on the electrical rewire did not have proper certifications. This is consistent with the quality issues acknowledged by the business in its response as well as information from the Utah Division of Professional Licensing of the following disciplinary history:
  
  
  License Surrendered 6 times
  
  
  CITATIONS
  Citation *****
  Violation: Unauthorized Practice
  Issued: 01/09/2013
  
  
  Citation *****
  Violation: Aiding Unlicensed Practice
  Issued: 05/10/2022
  
  
  After claiming the projects at my house were completed, Black Diamond Experts did not obtain the proper inspections following completion of the work and there are numerous quality issues now coming to light that demonstrate that it would, in fact, be UNSAFE to allow the company to continue to work on the property
  
  
  EXAMPLE: The company just acknowledged failure to properly ground the electrical when the job was initially completed. Here is their response word for word:
  
  
  “You paid to have your ungrounded wiring removed from your house and replaced with new grounded wire, apparently that was missed and we assume responsibility for this.”
  
  
  Please note:
  This business is engaging in activities that are harmful to consumers to include offering payment in exchange for negative reviews being removed (likely the reason for the average 5 Star reviews online).
  
  
  I know because they tried doing this with me. Text available upon request.
  
  
  The business has also materially misrepresented several key issues.
  
  
  While the business indicates that its pricing is “comparable to other major Utah home service companies.,” this is simply not, in fact, true.
  -
  I only list these Google reviews from other customers to highlight how detrimental Black Diamond’s predatory pricing is to consumers.
  
  
  DISCLAIMER: The reviews from Google have been copied and pasted as written by the reviewer. The words that follow under OTHER REVIEWS are not mine.
  
  
  OTHER REVIEWS 
  
  
  The estimate for repair and replacement of the two faucets came to $400 each. No thanks. The ad online said $39. I feel like this is totally bait and switch! 
  -
  The sales person they sent out said they would have to replace the entire HVAC system but “good news” they provide financing for the $12,000 estimate! I would NEVER recommend Black Diamond for anything unless you’re interested in burning your money.
  -
  We are very upset and feel like they used scare tactics and tried to rip us off because we are a young couple in our first home. I complained to the bbb as well because this should never happen to someone who is just trying to find an honest professional.
  -
  We had Black Diamond come to our home and give us an estimate for a hot tub electrical installation. They quoted us $2,300. I was told from another electrical company that it shouldn't be more than 1,000 so we had Master Electrical come out and for the same job they quoted us $800. We won't be considering or referring Black Diamond in the future.
  -
  Black Diamond came and gave me quote for my kitchen electrical remodel. The quote came in over $6700!!! Outrageous! I pulled a previous receipt from Master Electric to compare a ceiling fan instal, BD quoted more than double! I had Master do the whole kitchen job for almost a third of the price.
  -
  Overpriced they give no reason as to why you're being charged the way you are , customer service not helpful at all. Trash.
  -
  While I believe they were not far from wrong with diagnosis, there cost was exorbitant at best.
  -
  They bid about 30-60% higher than everyone 
  
  
  
  
  (2) Customer is not satisfied with the business response related to excessive pricing.
  
  
  (3) Due to the scope of the work performed by the contractor as well as information from the department of licensing that the business and information from one of their own employees that the work was performed by an individual that it was discovered lied about qualifications, customer is requesting a comprehensive inspection at the business expense from an impartial third party agreed 
  
  
  It would appear that this company responds to BBB complaints solely for the purpose of being able to claim an “A+” rating rather than to resolve the consumer’s concerns.
  
  
  In fact, my complaint was about numerous transactions; yet the business only even discussed 
  
  
  Business accreditation by the BBB should not be based solely on whether a business responds.
  
  
  It is uncertain how the BBB would equate a response to 
  
  
  All of this information suggests a re-analysis of the following items to reconsider the A+ rating currently assigned this business:
  
  
  If complaints have been filed, whether in BBB's opinion the business failed to resolve the underlying cause(s) of a pattern of complaints.
  
  
  Type of business.
  A business's BBB rating is lowered if, in BBB's opinion, the business is a type of business that raises marketplace concerns or is believed to operate in violation of the law.
  
  
  Transparent Business Practices.
  A business's BBB rating is lowered if BBB determines that the business is not being transparent about its marketplace conduct. This includes situations where:
  A business does not provide complete information about products and services offered, and/or ownership.
  
  
  6.   Licensing and government actions known to BBB.
  
  
  Finalized government actions against the business that relate to its marketplace activities and, in BBB's opinion, raise questions about the business's ethics or its reliability in providing products/services. 
  
  
  
  

*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. ↩