Business ProfileforMountain Valley Plumbing & Heating

Had two very negative experiences between April - July of 2023. First experience was disconnect and reconnect of 5 sinks. Called and advised it would be a certain hourly rate - and then the tech gave me some mumbo jumbo about it being $1000 package deal. Crazy that zi paid it. Second was a summer furnace service before winter. Tech told me that my furnace was cracked and emitting CO2 and state law required them to shut off my furnace. Showed me his certification - without even asking for or questioning - and gave me a $9000 estimate. The Manager called me within 20 minutes tops and told me how serious it was - sent me quotes for $12,000. He told me if I committed immediately, hed drop it to $9000. Called another vendor in the valley who came out immediately and did CO2 testing. Confirmed that the unit was old, but not cracked or inoperable. Was advised Mountain Valley changed ownership and is doing this type if business.I will NEVER use MV again and would advise others to not use them. Terrible business practices.

Hi PJ:I really appreciate you bringing this job up, and I would like to take a moment to clarify our process around carbon monoxide **** or other equipment safety concerns. My technicians are trained to err on the side of caution when it comes to carbon monoxide. If there is even the slightest concern about the integrity of the heat exchanger in any piece of equipment we will shut the equipment off and explain the concern to you the customer. It is also our process to have a second, senior technician inspect the unit when there is a safety concern. Only after a second inspection would we consider returning the unit to service. We performed a preventative maintenance on your equipment about two months ago (7/26/2023). After disassembling the plenum the technician was concerned about a possible crack in one of the eyelets in your heat exchanger. Again anytime there is a safety concern we shut off the equipment and notify the home owner. A senior technician was dispatched to the job and reached out to you over the phone to arrange a time for a second opinion and to provide rough quotes for replacement equipment should it be needed. According to our records this senior technician did speak to you approximately 40 minutes after the original technician logged the issue. According to the phone call and the notes on the job you wanted to wait on a second opinion because the furnace was not going to be needed until later in the year. Not knowing the details of the test performed by the other company I still have some concerns about the safety of the unit. Based on the pictures in our job record there is some cause for concern. Small cracks may not immediately cause ** leaks in the home. As the exchanger warms up it expands. This takes some time but as the exchanger gets hotter smaller cracks or other damage can expand to actually allow ** to pass through. Furthermore this ** would enter the conditioned air and would only be detectable in rooms in your home. It may not be detected in the same room as the furnace. If the ** test was not performed for long enough and in enough locations with the unit running then it may not be adequate to identify any damage. If no visual inspection was performed other damage may go unnoticed. The senior technician you spoke with has extensive experience as a legal consultant on heat exchanger damage. We have some sophisticated tools to help locate any damage to heat exchangers. A thorough ** detection for forced air heat exchangers takes approximately 45 minutes. A visual inspection involves a scope camera being inserted into the unit to closely inspect for visible damage. Based on the evidence in the job file a detailed visual inspection with a heat camera is warranted. I would be happy to pick up where we left off and have my senior technician perform a room ** test as well as a thorough visual inspection to ensure the unit is safe. You will have a thorough, visual inspection of your heat exchanger as well as an ambient air carbon monoxide test that would detect ** over ********************************************************************************************************** July after the original call. Should you like to proceed please call ************. As always we take equipment safety very seriously. Carbon Monoxide is known as the silent killer. It is an odorless, tasteless gas that is produced during heat combustion. Damaged equipment can result in leaks that are hazardous to your health. We will always take any indication of this seriously. If nothing else please ensure your home has a carbon monoxide detector on each floor - we provide these for free to any customer if needed.