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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Intermountain Heating & AC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Intermountain Heating & AC include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Montana Secretary of State
State Capital 2nd Floor Room 260, Helena MT 59601
Phone Number: 406-444-2034
Department of Labor & Industry
1805 Prospect Ave, Helena MT 59624
Phone Number: 406-444-2840
Type of Entity
Business ManagementMr. Brian Patzer, Owner Mr. Keven Patzer, Owner
Heating & Air Conditioning Air Conditioning Systems - Cleaning Heating Equipment & Systems Cleaning & Repair Electric Heating Elements Heating Equipment Geothermal Heating & Cooling Air conditioning & Heating Contractors - Residential Air conditioning & Heating Contractors - Commercial Heating & Air Conditioning - Filters Air Conditioning Contractors & Systems Heating Contractors
Products & Services
Intermountain Heating & AC offers the following product(s): Geothermal
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
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|Neutral Review||3 points per review|
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Read Complaint Details
Complaint: We inquired about a air filter in June 2012 to which Intermountain said was covered under warranty. A technician replaced the filter in August 2012. On January 24th 2013 we received a statement that we had to pay 374.00 because Intermountain needed a number to process the warranty. They said they left 2 voice mails in August which we did not hear.When we contacted them to ask why should we be responsible and why they did not send us a letter or try calling they said they are to busy to do this. Then we ask why would they wait 6 months to contact us, they felt we we rude and hung up the phone and would not take our calls. We believe this company took the responsibility to fill out warranty information and failed to do so correctly.We could of filled it out if we had it. We should not be responsible if the warranty was supposed to be taken care of through Intermnountain. It was out of our hands and they should have in good faith continued to contact us before it expired. Cell phones are not a reliable means of communication by any means. We receive our mail quite consistently and a business you would think would take care of its customers and realize we did not have any reason to not give a number if we had known.Its unfortunate that this company can just hang up on its customers and be insulted if people are upset about paying 374.00 for work we assumed was taken care of.
Desired Settlement: we would like this statement dissolved and an apology from this company since it was very upsetting and ruined the weekend off.
This job was completed on 9-26-07 and the Honeywell product has a 5 year parts warranty. We were contacted by ***** ******* via cell phone stating that the cells on his filter were bad. The new cells were ordered. We called *****’s cell phone on 8-20-12 saying the cells were here and stated that he would be in the following week (8-27) to exchange the cells. On 9-11-12 ***** had not been to our shop yet to exchange the cells. We were working on a project in Butte and called ***** to see if we could drop off the cells, a time was set and the cells were exchanged. The warranty was only for parts so we assessed a ½ hour fee for exchanging the cells. We attempted to process the warranty and needed more information from *****. Attempting to contact *****, we left two voice mails and we never received a call back. On 9-26-12 the 5 year warranty expired.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 9395570, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I response to Intermountain,
I am very concerned regarding his allegations against our company. We have been in business since 1994 and have never had any complaints filed against us. This complaint is something we take with great concern. I would like to present our facts:
Better Business Bureau:
In regards to Intermountain response to ours, it is very unfortunate that we as consumers who have been home owners for over thirty years and have done business in the surrounding area did have to resort to turning this company into the BBB. We have never had to do this but feel extremely upset by their business tactics. In response to the other partner ****** comments, I (*****’s wife, *****) was sitting next to ***** in a vehicle listening to the whole conversation on 01/24/13 and both sides were loud, obviously a unsuspecting customer who unbeknown receives a bill FOUR months after the fact and a business owner who apparently got stuck with the bill because of incomplete paperwork they filled out. Let me say that ****** is correct in responding to the fact we provided them with our cell phone number. This is another upsetting fact because we have spoken with this company many times and believe the lines of communication were always open, and being a customer ,they again out of good faith (entrusting Intermountain) and using a business code of ethics would have tried to call several more times or sent a request in the mail informing us to get them the number they needed, not informing us they are too busy to do this. Please remember this company was paid thousands of dollars from us to put in the system and again when ***** was contacted by us, not asking of a warranty but why they were making noise, he told us about the warranty obviously knowing what it entailed. Also since ***** continued as well speak loud and disregard the situation and continue to hang up on 1-24-13 , ****** who did not in any way say she was a partner, answered the phone in a rude, condescending tone ,absolutely not addressing the problem, her concern was not to speak loud and ***** informed her and apologized he speaks loudly (HOH) and the comment about *****, insinuating he was a baby (and we apologized if it hurt his feelings) was just a humorous comment because he was acting immature, hanging up repeatedly and having the office lady ,or unknown to us was a partner answer(******). ***** was just trying to get somewhere with the conversation asking several times to speak with the owner and having the phone slammed in his ear. Also ****** did not call ***** on 9/11/12 to make arrangements to drop off filters, their employee Rick, called ***** (at 1107 9/11/12) and told ***** he was in Butte working, had the filters and could drop them off as he was heading back to Helena. ***** who was in town, had to leave to meet Rick at our home as we live out of town. ***** told Intermountain previously he would pick them up which he intended to do, but was contacted by Rick that day. Never were we given, told or received a statement for the 39.00 fee as seen in Intermountains attachment, absolutely absurd. Seriously look at that work order, it contains whatever Intermountain wants to put on it (lots of scratched off info), we never, never, never, seen that and if we did, we would have seen the expiration date that is on the top, which would not have mattered because again Intermountain was taking care of the warranty papers. Really did Rick write this and have it with him? Why was it never sent to us or given to us when Rick was here? Again this business could have given us the bill (in a timely manner) when Rick was here would have been fine, since they do not feel sending important information in the mail is appropriate. It is very upsetting any business who could have avoided a 374.00 charge to their customers just ignored and disregarded the timeline of the warranty. Intermountain took the responsibility, had the warranty papers in hand did not fulfill their end. This whole situation is so disheartening, we feel as consumer we were blindside by this business, they believe they communicated appropriate, and we feel their communication methods were lacking and understand, since we spoke on many, many occasions without difficulty, they could have and should have called many more times or sent a request per mail, common decently . Very simple requests but apparently as they responded they are too busy to do this. The request to return the units and obviously get ours back is sickening and we surely do not feel comfortable to go to the shop as we feel the partners are condescending and difficult. We had a warranty and feel strongly it was not our fault, again ***** informed us about the warranty, took the ball and dropped it, So BBB please help resolve this complaint.
**** ***** *******
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.