Go Green Express Home Services Reviews (13)
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Go Green Express Home Services Rating
Description: PLUMBING CONTRACTORS, AIR CONDITIONING & HEATING CONTRACTORS - RESIDENTIAL, CONTRACTORS - SOLAR ENERGY
Address: 145 South William St, Newburgh, New York, United States, 12550-5993
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February **, 2015 The Revdex.comServing Metropolitan New York** *** *** *** *** ** *** Re: ** *** * ***
*** *** ** *** ID# *** To Whom It May Concern: Thank you for taking the timeto mediate this unfortunate situationAs a premier home service company, wetake customer complaints very seriously and are committed to resolving themItis regretful that the customer has resorted to contacting your organization toresolve this issue, as he has reached out to our company on several occasionsand had informed us that the issue was resolved. Our company reached out to***, **’s father, on January *** because our records indicatedthat he had not had the heating system tuned up since We offered him ourPreventative Maintenance Inspection which is a recommended yearly service onthe heating system*** scheduled the visit for the following day. Upon arriving to complete thetune-up, ***, one of our lead service technicians, found the heating, airconditioning, and hot water systems functioningWhile completing hisinspection, though, he noted several obvious issues with the year-oldheating and air conditioning systems, and the four year-old hot water system.The furnace had a rattling blower assembly, rusted burners, and the flameinside of the burners was bright orange and flickeringThis is indicative ofimproper gas combustionThe air conditioning coil, which sits on top of thefurnace, had leaked condensate down into the furnace causing a rusting out ofthe side of the furnaceThe water heater had a leaked water into the exhaustand was not up to building code as it lacked a drip leg on the gas line,dielectric unions on the water connection, and a safety switch on the exhaust.It is our company policy to bring any matter of improper operation to thecustomer’s attention: after all, the reason for completing a preventativeinspection is to catch small problems before they become big ones. *** brought the issues thathe had discovered to ***’s attention and recommended to him that they beaddressedWhile they may not be an issue right now, they certainly could be inthe futureAt no point did *** tell *** that he was in danger, nor did hemake any attempt to persuade the customer into buying a new systemAt ***’srequest, *** contact our office to get pricing for replacing the heating, airconditioning, and hot water systemsHe also asked that *** present an optionto address improper air flow through certain portions of the house. Before quoting the customer,*** recognized that the hot water tank may have a warranty through themanufacturer since it was only four years oldHe inquired with *** aboutgetting a copy of any manufacturer’s paperwork or sales invoices from theoriginal purchase, as it is required for processing a warranty claim.Unfortunately, *** could not produce any paperwork, and informed *** thatthe person who had installed the tank was in jail At this time, *** prepareda form for the customer outlining some of the options that he could choose forreplacing each systemHe did not include repair options in his proposal, as*** told him specifically that he wanted replacement optionsThe optionsranged from replacing just the furnace and the water heater to replacing thefurnace, air conditioning system, water heater and installing new duct work.*** decided to go forward with the option that included installing a new40-gallon water heater installed to building code, a 100,BTU natural gas*** furnace, and a ton, 13-SEER air conditioning coil and condenser***signed an invoice stating that he agreed to the work, and drove to the bank towithdraw a $6,cash deposit from the bankHe returned and gave this depositto our technician. On the following Monday, ourlead installation crew arrived to begin the workWith a snow-storm forecastedto begin that evening and continue through the following day, the crew focusedtheir efforts on the heating and air conditioning portion of the job firstAsthe crew was finishing up the furnace around noon, and was about to begininstalling the air conditioning system, **, ***’s son, showed up to the house.At no point did he instruct our technicians to stop working, but he did ask that*** call him to discuss the workMore specifically, he wanted to discusswith *** why the water heater was being replacedOur install crew contactedme at the office and I instructed *** to contact **After discussing the jobwith ***, ** said “okay, sorry to bother you guysIt’s completely fine;change the water heater.” Our crew continued to work on the air conditioningportion of the job, as completing it was required to get the customer heat.They completed this portion and notified our office that they were leaving thecustomer’s house at 3:25pm. At 10:38pm that same evening,** submitted an online inquiry through our website in which he stated that hisfather suffers from *** disease and accused our company of talking hisfather into a purchase that he believed was unwarrantedWe did not call **back that night, as it was very late in the evening***, our dispatcher,called him back the following morning** requested to speak to a manager, so*** asked me to call him back I called ** back immediatelyand addressed his concernsHe informed me that he felt as though we weretrying to take advantage of his parents by selling them a heating system whentheirs was workingHe has a friend who is a contractor, he said, who usuallydoes the work around the house for his parentsI shared with him everythingthat *** had shared with me: the rust and improper combustion on the furnace,the leak from the air conditioning coil, and the leak and code violations onthe water heaterI also spoke to him about his father’s disability andexpressed my understanding and sympathy for how challenging the situation isIhad talked to *** myself on several occasions and did not once feel as thoughhis ability to make a decision regarding the work was impaired; if I had, Iwould have not proceeded with the installation without consulting a familymemberIn the interest of customer satisfaction, I told ** that we’d plan tonot return on Wednesday to do the water heater. The following morning, ***,our General Manager, also called ** to discuss his concerns*** offered toboth reduce the price of the installation by $1,and install the waterheater at no costThis actually gave the customer a $3,savings: $1,asa discount, and the $1,value of the water heater installation** allowedfor the installation to continue. As you can see, thecircumstances surrounding this complaint are difficultOur company was askedto both quote and complete an installation by ***, a man who severalrepresentatives from out office, myself included, have spoken to on manyoccasion and have had no reason to believe that he was unfit to make a decisionon his ownWe have been accommodating to his son’s requests, by reducing theprice of the installation by $1,500, while still completing the installation ofthe water heater ** has also made veryspecific allegations in his complaint that must be addressedFirst, we do notpractice nor condone predatory businessWe pride ourselves in conductingbusiness fairly and ethically: doing anything less would be unjust to ourcustomers and not sustainable for our longevity as a companySecondly, ** hasstated that we attempted to convince his father to move “one heating vent threefeet for a total charge of $7,000.” As you can see on the Option Sheetsubmitted with this response, *** offered to replace the entire duct systemin the house for $4,500. While we recognize and canempathize with **’s difficult situation, we must maintain that our originalreduction in the price of the installation, along with installing a waterheater for his father at no cost, is a resolution that is beyond satisfactory. If you have any furtherquestions or concerns, please do not hesitate to contact meThank you againfor taking the time to review this situation. Respectfully, *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I dispute the facts of the dispute as laid out by the company, and I have not received any refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I agree that there was a total mis-understanding in this whole process, I do however find it funny how Go Green left out the contract that says in order to continue work they must obtain a signature, what was also left out of their statement was how I told phil if the extra cost was going to be from the vanity install I told him to forget it and that I would do it myself. Phil told me that the extra cost was going to be because I should have been quoted for a repipe. As far as the old exhaust hole nobody said anything to me about having to make another hole until the day of the install, so of course I asked what would happen to the old hole, but I guess that was going to be extra as well to have them fix the old one, they were going to just leave a hole in the side of my house. I did ask to have more work done the original price was 8825 and then it was 9200 when I agreed with rich to have the toilet and on/off valves installed for the vanity, if they want to say the extra cost is from the vanity that's fine. I had made peace with myself and the horrible experience I had with these guys because at the end of the day I got everything done that I needed to have done. My problem that I have is how I was bullied on the day of the install to sign a contract that states in order to continue work they must obtain a signature, like I said what am I supposed to do with my old boiler sitting in the drivewayMy other problem is them trying to do the same thing later on when I was told that my water pressure was too high. Keith and Go Green can call it what ever they want as far as customer satisfaction but the reality and the truth of the matter is, is that Phil stood in my driveway and said to my wife and I that they would give me a 20% discount if I agreed to take down my bad review off of home advisor. I wish they were able to admit that what they did was wrong as far as that goes but I guess that's a long shotMy question to you the Revdex.com and to Go Green express is? IS THIS FAIR? IS THIS HOW YOU TREAT CUSTOMERS? HOW MANY OTHER CUSTOMER REVIEWS HAVE THEY BULLIED THEIR WAY OUT OF?I already have had the work done by a licensed plumber for a much more reasonable price then their $1900 estimateMy main objective for all this is to make sure that nobody else gets bullied, strong armed, blackmailed or whatever you want to call it again by this company again and that the customers know how they do business, who knows if they bullied their way out of a bad review before, I would have seen the review and not chosen to do business with these guysI will attach the contract that show on the day of the install that I was pressured into signing in a later email
Go Green Express did a great job installing my heating and cooling unit.
Review: On May **, 2013, routine maintenance service on my AC unit was completed as part of the Service Partner Plan. During this service visit, the technician said that the capacitor and contactor needed to be replaced. My husband and I decided not to have the parts replaced on this date and the technician advised us not to use the AC until the capacitor was replaced because it could ruin the condenser. We followed his advice. On May **, 2013 the same technician returned to our residence and replaced the capacitor. On July **, 2013 the same technician came out and replaced the contactor. On August **, 2013, the same technician came out to my residence after we contacted Go Green Express because the AC unit was not cooling off the residence. On this date the technician said the condenser motor had seized. During this visit, the technician gave me a quote for a new motor and a new condenser. My husband and I find this unacceptable, as we followed the instructions and recommendations that the service technician gave us to avoid damage to the condenser and the condenser motor seized anyway. This situation led us to lose confidence with Go Green Express’s service and parts. Initially we scheduled a furnace tune-up with the company as part of Service Partner Plan, but decided to cancel it due partially to a scheduling conflict. Ultimately, we decided not to reschedule this service because as we reconsidered our experience with the service to the AC unit, we were uncomfortable with having them perform additional services on our property. On January **, 2014 I called Go Green Express to request that our Service Partner Plan agreement be terminated. I was told that a form that I needed to complete and return would be mailed to me. When no such form arrived, I visited the office of Go Green Express in Newburgh on January **, 2014 to terminate the Service Partner Plan agreement in person. During this visit, I shared my concerns with a representative. Later that day, I had a telephone conversation with another representative who offered to have a service technician come out and take a look at the unit. He mentioned that the company would give us a credit equivalent to the service costs we paid out on the AC unit in May and July that could be used toward the purchase of a new condenser. This is the same offer that was given to us on August [redacted], 2013. I initially agreed to this visit, but called back to cancel on January ** 2014. It is not acceptable for us to pay a company to repair and/or replace material that we feel was damaged due to the lack of expertise by its service technician and/or deficient parts that were installed by the service technician. To add insult to injury, we received an automated marketing call from the company on January **, 2014.Desired Settlement: A refund of the payments made for the services to the AC unit that were recommended by the service technician and performed by the same service technician on May **and July *.
Business
Response:
February **, 2014
Re: [redacted]
To Whom It May Concern:
Thank you for mediating this
unfortunate situation. As a premier home service company, we take customer
complaints very seriously. As you will see, our company has made every
reasonable effort to correct this problem for [redacted]. The failure of her
condenser motor, which she alleges was caused due to our technicians “lack of
expertise,” was in fact caused by deferred maintenance on her part.
Please see a detailed
description of the events below:
[redacted] (henceforth ‘the
Customer’) signed up for a maintenance agreement for her plumbing, heating and
air conditioning systems on August [redacted], 2012. This agreement entitled the
Customer to, amongst many other features, a yearly Precision Tune-up, which is
a complementary preventative maintenance visit meant to catch and address
problems before they become costly repairs.
On May **, 2013, our
technician, [redacted], conducted the Precision Tune-up on the Customer’s air
conditioning system. He recommended that the capacitor and contactor be
replaced immediately because it may cause the condenser motor to seize. The
contactor, he had noted, was burnt out on the load side. [redacted] advised the
customer not run the system until both of these components were replaced
(Invoice [redacted]). It should be noted that, since this was our first time ever
inspecting the Customer’s air conditioning system, we could not determine how
long it had been since the unit was last serviced, nor how long that the
capacitor and contactor were in need of replacement.
On May [redacted], 2013, we returned
at the customer’s request to replace only the capacitor. At this time, [redacted]
again recommended that the contactor be replaced; the Customer again declined
this repair (Invoice [redacted]).
Our office received a call
from the Customer on July **, 2013 complaining that the air conditioning system
was blowing hot air. We sent [redacted] out to address the issue the same day. He
found that the contactor that he had twice recommended be replaced had finally
stopped working completely. The customer elected to replace the contactor at
this time. The system was now functioning properly (Invoice [redacted]).
The Customer again contacted
our office on August [redacted], 2013 because the air conditioning system was not
cooling. [redacted] returned the next day and found that the condenser motor had
seized up. He left the customer with two options for repair: a replacement of
the condenser fan motor and, because of the age and condition of the system, a
complete replacement of the condenser. Because of the high volume of work that
the customer had done over the past several months, we offered to credit back
the previous repairs towards the replacement of the condenser; the customer
declined the repair (Invoice *).
On January **, 2013, the
Customer came to our office to terminate her service agreement. She initially
spoke with [redacted], our [redacted], who took note of her concerns. After reviewing
the situation, he determined that, in the interest of customer satisfaction, we
would send a representative out to determine our bottom-line price on the
condenser replacement. We, again, offered to credit back the price of the
contactor and capacitor replacement towards the job. We set-up an appointment
with the Customer the same day, but she called back two days later to cancel
the appointment.
While the Customer ultimately
replaced the two components that our technician had recommended she replace,
she waited until one of the components had failed to do so. Likewise, while the
replacement of these parts would help prevent the condenser motor from seizing,
it is impossible to determine how long the unit was running with the
malfunctioning parts. While we made every reasonable effort to inform the
customer of the parts that were showing signs of wear and tear, Go Green
Express should not be held liable for the failure of these parts, nor the
damage that these parts may have contributed to, due to deferred maintenance.
This being said, in the
interest of customer satisfaction, we maintain our original offer towards
resolution: we will replace the Customer’s air conditioning condenser at a
discounted rate and credit back the price of the repairs that were made towards
this purchase.
I thank you for reviewing
this situation, and if you have any questions, comments, or concerns, please
feel free to contact me directly. My contact information is below.
Respectfully,
Note: Please see the attached files for actual invoices
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
As I indicated in my complaint, on May *, 2013, the service technician recommended
that both the capacitor and contactor be replaced and advised me not to use the
air conditioner unit until the capacitor was replaced. He did not advise me to
not run the unit until both the capacitor and contactor were replaced. He warned
me that running the system with the faulty capacitor could cause the motor to
seize. That is why I had the capacitor replaced on May [redacted], 2013. When the same
service technician replaced the capacitor on May **, 2013, he recommended again
that the contactor be replaced. He did not advise me to not operate the air
conditioning unit until the contactor was replaced. In fact, I confirmed with
him that it was fine to run the unit on May [redacted], 2013, after the capacitor was replaced.
He also did not indicate that failing to immediately replace the contactor could
damage the unit.
During the August **, 2013 visit, the service technician did
not explain to me why the condenser motor seized. At no time did the service
technician communicate that the age of the condenser was an issue. He also did
not mention that “deferred maintenance,” as the company’s response indicates,
was the reason. He actually mentioned that it could be an electrical problem
and provided me with the name and contact number of an electrician. When a company
representative called shortly after August **to follow-up on the quote that
the technician wrote on August **, I returned the call and told the
representative that technician said it may be an electrical problem and that I needed
to follow up on the technician’s recommendation to consult an electrician
before I made any decisions about how to proceed.
Given the company’s response to my complaint, it is clear that
the service technician did not provide me with adequate options and
recommendations on May **. If the unit’s age and overall condition were in question,
why did the service technician recommend only repairs and not a new condenser?
In its response to my complaint, the company asserts that “while the
replacement of parts would help prevent the condenser motor from seizing, it is
impossible to determine how long the unit was running with the malfunctioning
parts.” The whole point of the service partner agreement is to prevent
unnecessary and costly repairs. Considering the company’s position, the recommendations
provided to me on May **could at best be considered a temporary solution. As a
customer, I should not have to second guess the recommendations and advice given
to me by a service technician.
Sincerely,
Business
Response:
February [redacted], 2014
To Whom It May Concern:
Thank you for your continued
assistance in this matter. To reiterate, we’re committed to reaching a fair
settlement that accurately reflects the actions taken by both [redacted] and
our company. Ultimately, her satisfaction is our priority.
I’d like to further allude to what is
meant by deferred maintenance. Any
piece of mechanical equipment, be it a car or an air conditioning system,
should be inspected yearly to ensure proper operation and to catch small issues before they come big
problems requiring expensive repairs. If this is done yearly, the amount of
time that a malfunctioning component is in place can be minimized to just one
year; this minimized the amount of damage that the component could cause to the
equipment as a whole.
The original visit associated with
this complaint was a yearly preventative maintenance inspection and was
completed on May [redacted], 2013. Upon further research, our records indicate
that the last time the unit was inspected for its operation was on May [redacted],
2007 by Wolfe Plumbing, Heating and Air Conditioning, a company that we
purchased. These records reflect that the unit was not inspected for nearly six
years.
Conceivably, the weak capacitor and
faulty contactor that were identified on May [redacted], 2013 could have
been malfunctioning since any time after the last inspection. It is impossible
to know when the problem arose, but with yearly maintenance the time that the
unit was running with the malfunctioning parts could have been minimized. That
being said, we cannot be held liable for damages that were incurred because the
unit was not inspected yearly.
I’d like to compare this issue to a
more relatable example: a car. Normally an automobile is inspected yearly by an
authorized repair shop. If a component on the car is not functioning properly,
the repair shop will recommend that the component be replaced. If a person
brought their car in for an inspection nearly six years after its last
inspection, though, it’s very likely that the repair shop would recommend that
certain components be replaced or repaired. Even if that service is completed,
the repair shop should not be held liable for the damages caused because the
car was not inspected for six years.
We maintain that replacing the
customer’s unit for a substantial discount with a credit for the work already
completed is an offer that is more than satisfactory. We would welcome [redacted]
[redacted] to present a counter offer should she feel that this is not acceptable.
If you have any questions, comments,
or concerns, please feel free to contact me directly. My contact information is
below. We’re committed to reaching a fair resolution to this complaint.
Respectfully,
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
In the company’s response dated February [redacted]2014, the
representative states that the company “could not determine how long it had
been since the unit was last serviced.” In the company’s response dated
February **, 2014, the representative states that “upon further research, our
records indicate that the last time that the unit was inspected for its
operation was on May **, 2007.” Why was this information determined by further research?
It was determined by further research and not determined at a time of service,
because at no time during the multiple visits made by the same service
technician regarding the condenser did the age or service history of the
condenser come into question. The service technician did not inquire about the
age or service history nor did he ever attribute the condition of the condenser
to “deferred maintenance.” The service technician is the expert. As a customer,
I expect that the technician would ascertain all the necessary information
prior to making recommendations for further service and/or repairs. Given the
company’s responses to my complaint, I maintain that on May **, 2013, the
service technician failed to provide me with adequate options and recommendations
when he recommended only repairs and not a new condenser. The company
representative asserts in the February **response that “while the replacement
of parts would help prevent the condenser from seizing, it is impossible to
determine how long the unit was running with the malfunctioning parts.” Given the company’s position, the service
technician’s recommendations on May **were only a temporary solution. As a customer I should not have to second
guess the recommendations given to me by a service technician.
This matter remains unresolved. The company’s offer to
resolve this matter is unacceptable to me. Any offer that involves Go Green Express
performing additional service on my property is unacceptable to me. I will not make a counter offer, as the
company representative suggests in the February ** ,response. I am dissatisfied with
my service experience with the company. I will not do any further business with
Go Green Express.
Sincerely,
I've had many years highly satisfied experience with Go-Green.....courteous, professional, highly competent, fully explain everything being done
I have been working with Go Green Express for several years about my air conditioning, well, water softener and furnace systems. Their work has always been excellent. I would recommend them to anyone I meet.
Review: I cancelled my service on 3/**/14. The contract is billed on the [redacted] of each month. Go Green Express has continued to charge my credit card account for March, (a failed attempt in April) May and June 2014. I have contacted them each month ( the contract a Go Green is [redacted]), each month they have promised a refund and each month I continue to be charged.
The first month the company ([redacted]) claimed they hadn't received the cancellation. When I informed her that I has a dated fax she was suddenly able to find the form. Today when I reached out to Go Green and spoke to [redacted] I was initially told that they were only going to be refunding 2 months, May and June, because there was a 2 week processing time to cancel March. I asked if they had this in writing, it is not on the cancelation form or my contract. I was told that it does not have to be and that is just their policy. After [redacted] "spoke to her [redacted] 5 minutes after I called and was told [redacted] was not in, I was told they would be refunding all 3 months. Then she told me that is was on my contract renewal. I said that I never renewed the contract and it is not on the original , she said well...its on the original contract then. (which it is NOT) One miss leading statement after the other.
I spoke to them again today and they again PROMISED a refund by check within 14 business days. I have no faith that I will receive the refund.Desired Settlement: I would like my account to NO LONGER BE CHARGED.
I would like the company to fulfill their promise of a refund for March, May and June 2014
Business
Response:
[redacted]
[redacted]
[redacted]
[redacted]
To Whom It May Concern:
Thank you for mediating this
unfortunate situation. As a premier home service company, we take customer
complaints very seriously and are committed to resolving them.
Prior to the submission of
this complain, [redacted] contacted our office to discuss her concerns. We’ve
assured [redacted] that we would be processing a refund check in the amount of
$64.71.
[redacted]’s service agreement
has been cancelled in its entirety and she will incur no further billings. A
refund check has been authorized and will be mailed out from our office by the
end of this week. She will be receiving a refund in the amount of $64.17.
If there are any further
questions or concerns regarding this matter, please contact me directly at our
office.
Respectfully,
Excellent service and company. Very professional and prompt.. Well definitely recommend and use them again.
Absolutely do not recommend. I've dealt with Go Green over the past 8 months at the request of our landlord who selected them. Of the two appointments we've required we've had over 10 scheduled appointments, 90% of which are cancelled the day before by the company claiming an increase in "emergency" appointments. I gather these are higher paying and they're more than happy to disgruntle customers like myself who are looking for regular maintenance. I work with companies to improve business processes for a living and I've never in my life seen such a disregard for customer's time (and I've worked with cable companies :). We have to arrange our schedules to be home for a four hour window. I've advised our landlord that we refuse to work with Go Green given their blatant disregard for customer service. I'd be shocked if this isn't a pattern amongst their customers. Avoid if you value your time (and based on other reviews, your money)
Review: I check on my parents daily because they are ** and ** and have many health issues, such as [redacted]. Go Green bought out my parents old heating company [redacted] plumbing and heating back in 2009. They call my parents out of the blue and ask if they can come to the house and check on the heating system. My parents did not contact them. I contact all contractors if there is a problem concerning the home. The salesaman scared my father into buying a new heating and air conditioning system. The heat was operable on the day they installed the new system. The hot water tank had a slight rust spot on the top but was working fine. It was two years old. The furnace was 20 years old in good condition and working fine. I complained to the operations manager and general manager. They said they would take 1,500.00 dollars off of the 10,000.00 bill. I told them that was not satisfactory. I told them the system was fine and he was conned into a new system for fear his would break down any day. I think this was predatory and have filed a complaint with the [redacted] Attorney Generals Office. They also wanted them to have one heating vent moved three feet for a total charge of 7,000.00. Luckily they did not agree in writing to that also, I told them do not sign anymore paperwork without me or another family member present. Please look into the matter.Desired Settlement: The amount of equipment installed came to approximately 3,500.00. They were done with the install in approximately 8 hours. Please refund my parents 5,000.00. I don't feel they should have to pay 8,500.00 for a new heating system that they did not need. As I said previously, my parents did not contact them! They were obviously going through old records of [redacted] Plumbing and heating looking to drum up more business.
Business
Response:
February **, 2015 The Revdex.comServing Metropolitan New York[redacted] Re: [redacted] ID# [redacted] To Whom It May Concern: Thank you for taking the timeto mediate this unfortunate situation. As a premier home service company, wetake customer complaints very seriously and are committed to resolving them. Itis regretful that the customer has resorted to contacting your organization toresolve this issue, as he has reached out to our company on several occasionsand had informed us that the issue was resolved. Our company reached out to[redacted], **’s father, on January [redacted] because our records indicatedthat he had not had the heating system tuned up since 2002. We offered him ourPreventative Maintenance Inspection which is a recommended yearly service onthe heating system. [redacted] scheduled the visit for the following day. Upon arriving to complete thetune-up, [redacted], one of our lead service technicians, found the heating, airconditioning, and hot water systems functioning. While completing hisinspection, though, he noted several obvious issues with the 21 year-oldheating and air conditioning systems, and the four year-old hot water system.The furnace had a rattling blower assembly, rusted burners, and the flameinside of the burners was bright orange and flickering. This is indicative ofimproper gas combustion. The air conditioning coil, which sits on top of thefurnace, had leaked condensate down into the furnace causing a rusting out ofthe side of the furnace. The water heater had a leaked water into the exhaustand was not up to building code as it lacked a drip leg on the gas line,dielectric unions on the water connection, and a safety switch on the exhaust.It is our company policy to bring any matter of improper operation to thecustomer’s attention: after all, the reason for completing a preventativeinspection is to catch small problems before they become big ones. [redacted] brought the issues thathe had discovered to [redacted]’s attention and recommended to him that they beaddressed. While they may not be an issue right now, they certainly could be inthe future. At no point did [redacted] tell [redacted] that he was in danger, nor did hemake any attempt to persuade the customer into buying a new system. At [redacted]’srequest, [redacted] contact our office to get pricing for replacing the heating, airconditioning, and hot water systems. He also asked that [redacted] present an optionto address improper air flow through certain portions of the house. Before quoting the customer,[redacted] recognized that the hot water tank may have a warranty through themanufacturer since it was only four years old. He inquired with [redacted] aboutgetting a copy of any manufacturer’s paperwork or sales invoices from theoriginal purchase, as it is required for processing a warranty claim.Unfortunately, [redacted] could not produce any paperwork, and informed [redacted] thatthe person who had installed the tank was in jail. At this time, [redacted] prepareda form for the customer outlining some of the options that he could choose forreplacing each system. He did not include repair options in his proposal, as[redacted] told him specifically that he wanted replacement options. The optionsranged from replacing just the furnace and the water heater to replacing thefurnace, air conditioning system, water heater and installing new duct work.[redacted] decided to go forward with the option that included installing a new40-gallon water heater installed to building code, a 100,000 BTU natural gas[redacted] furnace, and a 3 ton, 13-SEER air conditioning coil and condenser. [redacted]signed an invoice stating that he agreed to the work, and drove to the bank towithdraw a $6,500 cash deposit from the bank. He returned and gave this depositto our technician. On the following Monday, ourlead installation crew arrived to begin the work. With a snow-storm forecastedto begin that evening and continue through the following day, the crew focusedtheir efforts on the heating and air conditioning portion of the job first. Asthe crew was finishing up the furnace around noon, and was about to begininstalling the air conditioning system, **, [redacted]’s son, showed up to the house.At no point did he instruct our technicians to stop working, but he did ask that[redacted] call him to discuss the work. More specifically, he wanted to discusswith [redacted] why the water heater was being replaced. Our install crew contactedme at the office and I instructed [redacted] to contact **. After discussing the jobwith [redacted], ** said “okay, sorry to bother you guys. It’s completely fine;change the water heater.” Our crew continued to work on the air conditioningportion of the job, as completing it was required to get the customer heat.They completed this portion and notified our office that they were leaving thecustomer’s house at 3:25pm. At 10:38pm that same evening,** submitted an online inquiry through our website in which he stated that hisfather suffers from [redacted] disease and accused our company of talking hisfather into a purchase that he believed was unwarranted. We did not call **back that night, as it was very late in the evening. [redacted], our dispatcher,called him back the following morning. ** requested to speak to a manager, so[redacted] asked me to call him back. I called ** back immediatelyand addressed his concerns. He informed me that he felt as though we weretrying to take advantage of his parents by selling them a heating system whentheirs was working. He has a friend who is a contractor, he said, who usuallydoes the work around the house for his parents. I shared with him everythingthat [redacted] had shared with me: the rust and improper combustion on the furnace,the leak from the air conditioning coil, and the leak and code violations onthe water heater. I also spoke to him about his father’s disability andexpressed my understanding and sympathy for how challenging the situation is. Ihad talked to [redacted] myself on several occasions and did not once feel as thoughhis ability to make a decision regarding the work was impaired; if I had, Iwould have not proceeded with the installation without consulting a familymember. In the interest of customer satisfaction, I told ** that we’d plan tonot return on Wednesday to do the water heater. The following morning, [redacted],our General Manager, also called ** to discuss his concerns. [redacted] offered toboth reduce the price of the installation by $1,500 and install the waterheater at no cost. This actually gave the customer a $3,000 savings: $1,500 asa discount, and the $1,500 value of the water heater installation. ** allowedfor the installation to continue. As you can see, thecircumstances surrounding this complaint are difficult. Our company was askedto both quote and complete an installation by [redacted], a man who severalrepresentatives from out office, myself included, have spoken to on manyoccasion and have had no reason to believe that he was unfit to make a decisionon his own. We have been accommodating to his son’s requests, by reducing theprice of the installation by $1,500, while still completing the installation ofthe water heater. ** has also made veryspecific allegations in his complaint that must be addressed. First, we do notpractice nor condone predatory business. We pride ourselves in conductingbusiness fairly and ethically: doing anything less would be unjust to ourcustomers and not sustainable for our longevity as a company. Secondly, ** hasstated that we attempted to convince his father to move “one heating vent threefeet for a total charge of $7,000.” As you can see on the Option Sheetsubmitted with this response, [redacted] offered to replace the entire duct systemin the house for $4,500. While we recognize and canempathize with **’s difficult situation, we must maintain that our originalreduction in the price of the installation, along with installing a waterheater for his father at no cost, is a resolution that is beyond satisfactory. If you have any furtherquestions or concerns, please do not hesitate to contact me. Thank you againfor taking the time to review this situation. Respectfully, [redacted]
Review: I had a sewer leak and called go green the rep came and quoted 6,500.00 to replace only pipe witch I thought was way to much but I had to have it ripaired. The repairman then maid me purchess a service agreement witch I never would use due to the shabby work thay did . It took 6 hours to complete the work If I did not sine the service agreement it will cost me 1,500 extra. The cost was
Way to much as I was told by other plumbers an should not have been bullied in to getting a service plan.Desired Settlement: To have money paid for service agreement returned
Business
Response:
[redacted]
[redacted]
[redacted]
[redacted]
To Whom It May Concern:
Thank you for mediating this
unfortunate situation. As a premier home service company, we take customer
complaints very seriously and are committed to resolving them. It is regretful
that the customer has resorted to contacting your organization to resolve this
issue, as he has not once reached out to our company to inform us of his
dissatisfaction.
As you will see, [redacted]’
complaint omits a substantial amount of the work that was actually performed.
His accusation of poor workmanship is groundless and has misrepresented his
experience with our company.
[redacted] contacted our
office at 9:07pm on Monday, October [redacted]. He indicated to our
on-call dispatcher that a cast iron waste pipe in the basement was leaking and
that he was in need of service. The dispatcher rearranged the next day’s
schedule and was able to get a technician out to [redacted]’ house first
thing the next morning.
[redacted], one of our senior field
technicians, arrived at 8:33am the next morning and found several problems with
the customer’s plumbing: he noticed that a leaking four-inch cast-iron drain
pipe which drained the toilet was cracked, two washing machines were pipes
incorrectly, and the pipe coming from a lavatory sink was cracked. [redacted]
presented the customer with a price of $6,874.64 to complete this work and the
customer agreed, in writing, to complete the work.
Upon [redacted]’ acceptance
of the work, we dispatched two additional technicians to help complete the
work. They worked for the remainder of the day and completed all proposed work,
even after unexpected complications during the job required that the basement
floor be jack hammered in order to access an additional section of the drain
pipe. The three technicians finally completed the work at 5:30pm. [redacted]
signed the invoice indicating the satisfactory completion of the described work.
[redacted] also claims in
his complaint that he was pressured into purchasing a service agreement that
afforded no benefits to him. Our agreements include many benefits, including a
15% discount on repairs, 24-hour emergency service, a yearly tune-up and
inspection of the plumbing fixtures, and special promotions throughout the
year. It should be noted that a representative from our office contacted [redacted]
[redacted] twice, once to offer him the annual inspection and again to offer a
complementary inspection of his sewer line using a fiber optic camera. He
declined both services.
I’m confident that after
reviewing the circumstances of this complaint, you will find that our company
has gone above-and-beyond for [redacted], and fulfilled our promises both in
word and in spirit. Regardless, we are committed to ensuring [redacted]’
satisfaction and will be contacting him after the submission of this response.
Should you have any
additional questions or concerns, I invite you to contact me directly. Thank
you again for taking the time to mediate this complaint.
Respectfully,
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The man [redacted] was joaking with his helper the repair will last untill thay got out of my house.
I will never call this company again and as for the service agreement as soon as I can it will be canceled as I would not have anyone from go green in work at my home again,
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
[redacted]
[redacted]
[redacted]
[redacted]
To Whom It May Concern:
Thank you again for your
continued support in this matter. We’ve been able to speak to [redacted] and
have reached a resolution that he finds satisfactory.
While this is against our
company policy, I have authorized the immediate cancellation of [redacted]’
service agreement and have waived the $1,075.62 cancellation charge that should
be incurred. Under normal circumstances, a customer is required to maintain
their service agreement for one-year after their service, or they are charged
for the discount that they received for signing up.
We are committed to
maintaining our reputation as a premier home service company. If there is
anything further that I can do to assist in this matter, please do not hesitate
to contact me.
Respectfully,
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
Professional, clean. Not pushy. Explained his concerns and left decision to me