Gold Medal Service

I have made contact with this customer and have, I believe, cleared up the rebate issue All rebates that were promised are still available and Gold Medal will provide the corrected form to apply for the rebate There was a certain degree of confusion regarding an alleged $4,rebate This was in connection with a State program that the customer did participate in In any event, the $4,was not a direct rebate to the homeowner, rather it would have went to a contractor (not Gold Medal) to administer the program, provide certain air sealing and insulation and energy efficiency testing Gold Medal believes that the rebate issue is now closed.As to the house siding, the customer is not satisfied with the repair attempt by Gold Medal We are going to the home on May (tomorrow) to attempt a more satisfactory resolution to this issue Gold Medal will do everything reasonably needed to correct.Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Gold Medal has resolved this matter in accordance with the customers requests.Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The proposed resolution is an immediate full refund to me of all charges from the business Please inform them that I do want the refund

This customer's complaint has been resolved in that (1) Gold Medal issued a refund on February 9, for the tax that was inadvertently charged by our technician; and (2) the customer initiated a charge back for the balance of the account on her credit card Gold Medal has a 100% satisfaction guarantee This customer is not satisfied with our service and with the performance of her new toilet In addition, she will not allow us out to her home to correct her issues, if any do exist Therefore, in keeping with our guarantee, we will not dispute the charge back.It should be noted that we use Upfront Lump Sum Pricing which is fully permissible under New Jersey Law As such, there is no breakdown to provide to this customer.In any event, she has received all her money back and this matter is considered closed.Thank you

As an additional solution, we can offer a more economical option to heat/cool the two rooms in question at cost to Gold Medal The units in the home currently appear to be older and not efficient A new mini-split from [redacted] should improve the comfort and provide greater value Financing at 0% is available I would have my install manager come to his home to address if this option is selected Thank you

Complaint: [redacted] I am rejecting this response because: Did not advise me of any additional cost if reoccurrence did not mention no warrantee.Only noticed it written on invoice when I called to complain also the invoice is barely legible due to being a carbon copy I strongly disagree Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: We have received NO missed calls or voicemail from Gold Medal since the one I returned on June 1st I did speak with a Sara late on June 1st returning that single call but have NOT received a response back They are lying and I have the [redacted] phone log so this is an inaccurate statement They want to stick to their offer of $for the work that is fine, however we also want a refund for the Gold Medal Plan of the $that was padded into the bill So total refund should be $minimum to cover the bad service and the membership we will not need as given this experience have no intentions of using them again Especially given what we heard from the other persons we had come out said it was just a couple hundred worth of materials it was NOT our fault they had incompetent staff to repeatedly come out and cost us money on top of the $ Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I was clear that the complaint was filed on behalf of my year old parents I had previously emailed about altering the release and there was no response by Gold Medal I feel the requested amount is fair and should be sent to my parents at the address the work was done Regards, [redacted]

My apologies if I misspoke, not french drain, but storm drainIn any event, it is work that Gold Medal does not perform We have informed her of this and even went to her home to confirm the extent of the work is not what we usually do.At this point, we have no more to offer her on this issue.Thank you

I have been informed by the appropriate field personnel that Gold Medal returned to this customer's project and removed the second boulder Thank you

My customer service manager has reached out twice to advise that we will refund the membership cost of $plus tax and the $272, but has not been successful in reaching the customer There is electric work that was performed that the customer has no issue with ans shall not be refunded The refund will be processed today the customer will see same in 10- days Thank you

Complaint: [redacted] I am rejecting this response because: Part ordered is not the problem Service manager was to call never did so we can let him know the patch up repair hi did is not the problem We called him and left two messages also sent text message, never heard back from him Again the part they are talking about is not the problem unit running 24/and the temperature in the house is 86F Regards, [redacted]

Yes, we are going out again on October 10, We are performing work for the customer that was not part of the contract scope - at no additional charge to the customer My earlier response did not stated nor intend to state that we had completely satisfied the customer, only that we were in touch with the customer and were in fact going out on October 1, The customer has a year warranty with us Gold Medal stands behind its work and strives to achieve WOW service for all customers

Within the last few minutes, my accounting department successfully reached the customer on the phone only to be told that he couldn’t speak with us today and to call back tomorrow at We will continue to reach out to him, but cannot guarantee that his request to finance the job from months ago when he wasn’t approved for financing, can be achieved

Initially, when this customer called in, our in-hoiuse CSR advised her that we do not work on storm drainsShe called back and got the answering service that works after hours and as over-flow for us - she asked for her drain to be unclogged Not knowing that prior history and actual problem was not within our services, the answering company booked it as a drain clearing callOur in-house csr called her back and told her we do not do that type of service - storm drains - not a domestic water or sewer drainShe than kept insisting we come and it was her French drain so we asked our Waterproofing Manager to call her and ask pertinent questions to see if see perhaps mis-characterized the initial problem After our waterproofing manager spoke with her, she was again told that this work was not within our purviewHe told her we don’t do itUnfortunately, this customer kept calling in refusing to accept our assessment so, to appease her, our Dispatch Manager sent a plumbing technician to look at the issue - no charge After the inspection, she was told her we cannot do what she requested do to it being a storm drain and the pipe is thin so his machine can damage it She slammed the door in his faceThereafter, Mike D called her with another Director also on the phone The other Director is a licensed plumber He explained to her what everyone else already explained, but she was still upsetIt is important to understand, there was no emergency or actual clog, she was looking to get preventative maintenance A neighbor had had it done and she thought that it was good idea.She was offered additional compensation in good faith- but hung up the phone on the two DirectorsAt this point, there is nothing more we can do for her Thank you

Prior to being able to resolve this complaint fully, the customer disputed the entire credit card charge rather than just the $he says above that he disputes As a result, our accounting department has place the account in collections If he contacts our accounting department, we can resolve all issues by the customer payng the undisputed amount as customer notes above - approx$

We first went out this customer's home because her only toilet in the home was clogged She called in for our $drain cleaning special Initial visit found blockage with heavy sludge and likely roots We provide a gratuitous main line camera inspection with the $drain cleaning when warrantedWe have pictures of some of the roots pulled out from the initial drain cleaning we then sent a second technician out with a sewer camera The camera inspection showed a blockage further out in the line as well as the intrusion of roots As a result, we sent out sewer replacement specialist to provide options for replacement We have a flat rate price book that is used to provide estimates for all work Prices are not made up Ad Hoc or by time and materialWe bear the risk of the job being more difficult or complex than originally thoughtOur sewer replacement specialist provided a quote for a the needed repair That cost is based upon our cost to provide the level of service that we do - 24/7/365, a lifetime guarantee, highest quality workmanship, all permits, etc we have nearly trucks on the road if service is ever needed We provided service to this customer on three separate occasions to serve them 100% to the fullest - all for $ While the son of this customer can come in after the fact and say that another company only wanted to charge "X", we cannot judge the accuracy of such statement Do they provide the same level of quality serve that Gold Medal does, do they provide its employees a safe productive environment, perform permitted work so that their work is inspected and deemed safe? Provide health benefits and such to their workers? Provide a lifetime warranty? Provide emergency service 24/7/365? Was this an "arms-length transaction?" I would expect that the son of this customer will say yes to all of the above since he filed the complaint, despite really knowing much about the other company Gold Medal sets its prices based on the cost of its business and what it takes to continue to provide the level of service it does to its customers and employees we do not claim to be the cheapest, nor or we the most expensive But we strive to provide WOW service and conducts ourselves with the highest level of integrity possible Thank you

There are several issues at play here First, neither stone was included in the original contract price for removal Second, the customer initially advised to leave the two boulders on site for use in their landscaping after they were uncovered Third, we agreed to go back and remove the boulders as an Expensive courtesy Fourth, due to the size of the boulders, regardless of other circumstances, we needed to make two tripsFinally, the boulder that the customer is presumably complaining about has apparently been incorporated into the surrounding landscaping such that our contractor did not immediately know what was to be removed So, for the sake of not disturbing the landscaping and creating other issues, no second boulder was removed.If this customer wants the second boulder removed, they will need to mark the boulder clearly, take a picture and send to our field underground manager who they have previously spoken with and contact the same person for a convenient time The customer may communicate initially by email with the field undeground manager who is "cc'd" on this email Thank you