Gold Medal Service

I believe that the best way to respond to this complaint is to attach the invoice from the call and the extensive photographs Also, set forth below is the actual close-out from the technicians that were on site:1st close-out from the on-site service expert: “Cleared 1st fl branch main for bathroom from pulled toiletPulled out rootsRoots growing through flangeBarry ran cameraHeavy root intrusion in branch main onlyLocated in bathroomNo issues in main lineCustomers wife is in the hospital right now so he couldn't think about the next step at this timeNo warrantyAdvised customer full flat rate price from this point forward.” 2nd from Sewer Replacement Specialist: “Inspected outbound 87' to main there are roots 3' out from lower level bathroom flange but are not in the mainline quoted to hydrojet lineCustomers wife in currently in hospital and he is unsure of the outcome so he wants to wait and see how things play out before making any financial decisions.” ---------- The customer wanted to “see how things play out.” Unfortunately, the lined clogged again, that’s how it played out The main line needs some additional work - a price was quoted; he did not accept the price; he is free to go elsewhere The roots are a living thing and will continue to growth left unattended too

Contact was made with customer last week and we sent a remodel expert out to the home We are in the process, thru e-mail, for customer to choose a new flooring product which we will install We expect the remaining steps to go forward without incident Thank you

Complaint: [redacted] I am rejecting this response because: I have attached responses to the business reply Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: They are not correct with their recollectionI would not have just bought a system to just upgrade and left things as wasI was told the house would be efficiently heated with new systemIf there was something else needed, they could had sold me something then when I was financing this $15,system Regards, [redacted] ***

The person filing the complaint was not our customer and the address stated above was not the service address Gold Medal was required to make two separate service calls to the actual residence in Glen Rock, N.Jfor work that could have easily been performed in one trip The two separate jobs were priced according to our flat rate price book We had already resolved the complaint and requested that a simple release be signed the delay in paying the refund (which was as a courtesy to begin with since nothing was owed) has been solely on the part of the customer to return the release The customer needs to sign the release They are also free to propose changes to the document and if the changes are not excessive, it will be accepted and the refund will be processed.Thank you

We have offered this customer what we believe to be a fair resolution Even under ideal circumstances, the work performed for this customer would require or most likely visits over a period of time as the permit involved required staged work We understand that the proper expectation may not have been set and the fact that the work failed inspection once required an additional visit, hence the offer of compromise vis-a-vis a refund However, the work performed will benefit the customer for a lifetime and was a signif icant investment in time and expense on the part of Gold Medal Therefore, Gold Medal shall stand by the pending offer In addition, Gold Medal personnel left numerous phone messages that went unanswered - it is not accurate to state that communication was only attempted once

We sincerely apologize if this customer is not happy with the services rendered by Gold Medal. Upon receipt of this complaint, I reviewed the our records and spoke with our customer service manager and our service manger - both stated that they have not heard of any complaints from this... customer or of any request for a refund. Gold Medal strives to resolve complaints and issues prior to having a unsatisfied customer escalate any issues to this degree.Having said the above, I have instructed my customer service manager to commence the refund process for the full amount spent of $530.02. I would like all parties to be clear that the customer was not charged $530.02 for the services rendered on March 19,2015. The $530.02 consists of two tasks - $196.35 for the outlet replacement and $299 for a year long membership agreement with many benefits and free services - each service plus tax for a total of $530.02. The customer was not charged for the diagnostic fee.We only need to hear from the customer to confirm that he desires a full refund and does not want to keep the membership. Once such determination has been made, a refund will be effectuated in an expedited manner. Thank you.

Complaint: [redacted] I am rejecting this response because: Work has not been finished. It is scheduled for 10 Oct. Until there is a humid day to see if the work performed has fixed the issue this complaint will need to stay open. Regards, [redacted]

Our refund policy is and has been all refunds processed within 1-business days This is the case to cover a wide variety of payment methods and to insure that we are not refunding money that is not yet actually collected and cleared into our accounts When a customer requires a refund for any reason, they are advised that the process time can take 10-business days Usually we can accommodate a request sooner In this instance, the refund was sent to this customer's credit card on the 10th business day After we process the refund on our end, we have no control over when the credit card will complete its end and list the credit as availableThank you

This customer requested a refund of $has resolution of his complaint Accordingly, a refund of $was issued on July 29, to the credit card used for payment This customer should see the credit on his next statement - or sooner on-line Thank you

The complaint is misplaced Gold Medal did not perform any substantive work on the toilet The charge of $is for work performed on the kitchen sink Below is a copy of the customer service notes on this instance from the customer calling in yesterday with a complaint.Tech SR01went out a 2nd time to this customerThe first time (running toilet), SRreplaced a clip in the toilet as a courtesy (after custmers’s handyman already replace parts in the toilet)A week later, SRgoes back out for the same toilet runningDid a dye test to check for any leaks, none found, so he left options to replace the parts in the toilet with our stock partsCustomer declined that option, but asked SRto replace a filter under his kitchen sinkUpon investigation, SRsaw the valve needed to be replacedGave options for that, customer signed the pre-authorization, and had him do the work under the sink (replace valve and change customer supplied filter)Nothing wrong with paperwork and from what I could tell, SRdid nothing wrong here.---- So, what we have here is an incompetent job performed by the customer's handyman who is now trying to blame Gold Medal for the issues caused by the handyman We also have a customer who pre-authorized work in the amount of $and now is disputing the work He has also filed a dispute with [redacted] for the amount of the charge Gold Medal will contest the dispute and seek full payment There is no validity to his complaint There is no issue with the work performed In fact, we went there twice and performed free courtesy work Gold Medal deserves to be paid for the work performed and will seek to enforce the agreement signed by the customer Thank you

We have reached a resolution with this valued customer We will now commence the refund process Thank you

With two different visits to the home and two different service experts there to explain the issues directly to this customer, Gold Medal will have to stand by its prior response

It is most unfortunate that this customer had such unusual issues. Unfortunately, the underlying issue was related to an equipment detect that was not easily rectified. However, I understand that all has been repaired including some sheetrock that had been damaged as a result As of June 28, we should be done with the repairs. Any further issues will be handle as swiftly as possible Thank you, Jim

Gold Medal is making arrangements to return to the project to remove the boulders When we were on site with the appropriate equipment, we asked whether the customer wanted the boulders removed At that time, the customer stated to leave them The belief was that the customer was
going to incorporate the boulders into their landscaping Returning to the job at this point with the appropriate equipment will cost Gold Medal a significant amount of money - none of which was ever contemplated within the contract The boulders are the result of unforeseen concealed conditions

Complaint: ***
I am rejecting this response because: Although the unit seems to be working right now, I am not ready to call the matter closed since guessing games that were played here and their trouble shooting for months producing no results, it would be to the best interest of everyone we give it some time to see if it will continue to work.The water leak damage was repaired
Regards,
*** ***

Gold Medal took a bit longer to look into this matter.We are going to honor this Client's request for a refund in the amount of $ It will be processed and should be received within days.Gold Medal would like to note that all of our advertising states that the Client should call for
details There are some situations where there may be additional costs. In the present situation, before charging additional monies over the $93, the situation was explained to the Client and she agreed and signed off on the agreement However, in reviewing the matter, in hindsight, we believe it nest to refund the difference in the two price levels of drain clearing.We hope our valued Client remains satisfied with our overall performance.Thank you

My apologies for not responding sooner We have tried to contact customer to advise that the requested refund will be forthcoming but have been unsuccessful We are trying again this morning We would preferred to speak with him rather than just send out a check But, if
contact isn't made by Friday, we will take the chance and do just that Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:One of the two large stones was removed, but the other was left on the lawn.We can live with it, but that means the job is unfinished.
Regards,
*** ***

This has reference to the above mentioned complaint number, we apologize for not responding quickly to your e-mail.It is unfortunate this matter is not resolved. As temperatures were favorable in our area we had no need for AC, however, today, June it was 84F in New Jersey and we had a need to put our new AC to use, well temperatures inside the house were degrees higher from those on the outside with AC on. It has become the point of no more tolerance, we need our AC for which we spent over $10,replaced totally, we paid for new unit not the one being serviced already times with no results. We would very much appreciate any assistance in this matter you can provide