Fuse HVAC, Refrigeration, Electrical & Plumbing

I contracted with FUSE to install a new water softener at my home (to replace a failed unit). (+1 star): I worked with a FUSE sales person, Viktor B., and we did a video appt to talk about my needs and see the area for install. He sent me an initial written estimate, but it was lacking some clarity. After some back and forth over email and phone calls, The estimate was updated and I was happy. But I was not even offered an option for a City Permit, even though the city of San Jose requires a permit for this. This tells me that FUSE must be doing most of its installs unpermitted, unless requested by customer. I asked Viktor to add the permit to the estimate and I approved it. FUSE scheduling dept was quick to reach out to me to schedule the install after estimate approval. I asked if the city permit was pulled, and it wasn't. A permit needs to be pulled before starting work. I told them to contact me back after the permit was pulled, which they did, and we scheduled the install a few days later. I appreciate the quick turnaround time so far. (+1 star): On the day of the installation, plumber Kirill S. and his assistant arrived on time. There was some unclarity about the scope of the work, but that was resolved after I showed Kirill the signed contract, and he also checked with the back office. I expected the technicians to arrive with a clear scope of work already. If I was not there, the install would not have been made according to spec. The install went smoothly and Kirill and his assistant was friendly but professional. I am happy with the quality of the install. I made the full payment the same day (as required), and was told I'll be contacted to schedule the city inspection soon. --- Dealing with the FUSE permits department is a huge headache. They don't have a direct phone #, and emails take a long time to respond, if at all. 1. (-2 stars): A week went by after the install, and I was never contacted to schedule the city inspection. I called the main FUSE support line, and I was told my project was already done. Huh? I told them to look at the signed contract, to see the city inspection was still pending. Then I was assured someone from the permits dept would contact me. But they never did. I called nearly daily to inquire status update, but it didn't seem to go anywhere. I had to contact my sales person, Viktor, to press the permits dept to see what's going on. Finally a month after install, my city inspection was scheduled, for a month later! So 2 months from install. This was a huge waste of my time. 2. (-1 star): The city inspection passed and I got a copy of the signed permit. But not permit payment receipt to the city. When I emailed the permits dept asking for it, no response. I had to call in to support and have them rely. When permits dept finally got back to me, I was told it cannot be given due to "security risks". Huh? I asked again, and I finally got a copy and FUSE paid $316.19 to the City. Yet I paid $750 to FUSE for the permit. The difference ($433.81) I was told is due to "business overhead costs for licenses and insurance". Huh? The city permit is something I elected to add, otherwise, then I wouldn't need to pay for these "overhead costs". Overall, I think FUSE did a good install. But I cannot recommend the company due to the amount of hassle I had to go through with the permits dept wasting my time (and money). A city permit should cost what is paid to the city, not more than 2x for "overhead". There needs to be more transparency.