Gold Medal Service

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, 2015 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.

Gold Medal conducted an investigation into the claims herein.  We were working on the block, but not the same date of the damage as originally claimed.  In addition, the location of the address that we were working at, is not within proximity that our truck would have backed into her car...

as claimed.  The houses were sufficiently apart that the claim we backed into her car, was not logistically possible.  In addition, the differences in the height of the two vehicles and where the damage on the complainant's car is does not line up - meaning that if a Gold Medal truck had hit her car, the damage would have been much higher up.  The claim was called in several days after the fact as the alleged incident was not witnessed by anyone.  Our technician stated that he did not hit the car in question and as a safety feature, there are backup cameras on our vehicles.  There simply is not enough supporting facts to reasonably conclude that Gold Medal damaged her car.  Under these circumstances, we cannot pay the complainant's deductible.

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.

Gold Medal responds as follows:On 11/11/14 – Service Expert went out to customer for 1st time – he quoted a rewire job for $10,500.On that day, he was on the site a little over 1 hour that call On 12/9/14 – The same Service Expert returned to start work – work started was a door bell...

circuit to basement with new chimes & buttons.  As this was just the start of a multiple day job, Paul collected $1500 deposit.  The bell install was complex and took the Service Expert and a helper over 10 hours each - a total of 20 man hours on the job. Client cancelled the rest of the job because she felt we weren’t responsive.  However, the Client was the one that rescheduled multiple times.  When she cancelled she asked for a bill for the work performed so she could pay it.  Since the Client disputed our responsiveness, we gave her the benefit of the doubt and closed out the billing for the $1500 deposit she paid covered all the work performed.The $1,500 deposit was more than earned.  The matter should not be before the Revdex.com.Thank you.

Gold Medal has returned to this customer on July 6 and resolved the outstanding issue.  At this time, we consider the matter closed.  Thank you.

This customer is a bit confused about the Total Care Club benefits although we have attempted to explain same to them more than once.  The Costco cash card program and the TTC are two separate and distinct items.  As the customer acknowledged, they have received everything they were...

entitled to receive form the Costco program.  The TTC is given to every Gold Medal customer (not just Costco) with the purchase of a new HVAC system.  There are several benefits including 15% off future service work (not installs), two completely free system checks on the HVAC, plumbing and electric systems (one in the Spring and one in the Fall), no service fees on on normal business hour calls and priority scheduling in addition to over $3,000 in coupons to be used on future work.  The TTC is giving completely free of charge and activated AFTER the install is purchased and installed. In addition, all our installs (HVAC, Bathroom Remodels, Sewer Replacements, and Water Proofing) are priced at member rates - meaning they are discounted already -because of the significant cost factor for these installs and in light of the fact that a TTC is given as a FREE benefit after the project completion to the customer.So, to sum it up, this valued customer is asking for a further, unwarranted discount based on a TTC that is given to him FREE of charge and activated AFTER the completed project and on work that is not otherwise included in the program.  Sorry for any confusion, or possibly failure to fully explain the sequence of events or the program benefits, but there is no further discount to give to this customer and none will be forth coming.  This customer has received everything they are entitled too and Gold Medal will continue to stand behind the products installed, the warranty with same and the TTC program benefits that were given to this customer for the next year.  Thank you

We will reach out and address with the Customer.  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 2 or most likely 3 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.

Complaint: [redacted]I am rejecting this response because:1. The Flat Rate pricing Gold Medal is charging is highly inflationary as compared to competitors. The fair price of the condenser valve replacement from [redacted]  specified contractors is only around $1000 in the competitive NJ market. Putting a price of $2600 without a break up of how it is arrived at is a scam on consumers.2. I had to go through them again on June 16 only because that is the only way I could use the $400 credit applied from the previous job. The first bill of $1249 on May itself is inflationary on comparing competitive prices from Contractors. I was forced to go through with them for the second service only because of this $400 credit that will be applied only if I use them.3. I dispute the business's point that price was always an issue with me. I used Gold Medal's service once in 2008 when they only came for a small electrical issue. I called them again only in 2013 when I called them again for a small electrical issue they said they will do the job only if I go for an annual contract of maintenance ($299). The first thing these technicians do is paste their stickers everywhere on the appliances without even asking permission from the owners. Since I had few other work in the pipeline I went with the contract. The payment was made by me without disputing the charges. I realised I had been overpriced when comparing equivalent contractor's work. This time when I realised their job not satisfactory in spite of paying 2-3 times the market cost this time made me escalate to all forums. 4. The whole problems started after they made the AC inspection beginning of summer. This follows a pattern about other reviews of Gold Medal stating the same pointing to something fishy about the Inspection work. The other reviews on their work both in Revdex.com and elsewhere point to their irrational high costs of service which I have also attached. Regards,[redacted]

Gold Medal has completed this valued customer's project.  The customer has indicated that the project has been completed to his satisfaction at this time.  In addition, Gold Medal and the Customer have come to an agreement on the compensation to be provided this valued customer for any...

inconvenience.  Such compensation should have been received by the customer by this time.  Thank you.

Complaint: [redacted]
I am rejecting this response because: They are not correct with their recollection. I would not have just bought a system to just upgrade and left things as was. I was told the house would be efficiently heated with new system. If there was something else needed, they could had sold me something then when I was financing this $15,000 system.
Regards,
[redacted]

My apologies if I misspoke, not french drain, but storm drain. In 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.

Initially, when this customer called in, our in-hoiuse CSR advised her that we do not work on storm drains. She 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 call. Our 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 drain. She 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 purview. He told her we don’t do it. Unfortunately, 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 face. Thereafter, 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 upset. It 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 Directors. At this point, there is nothing more we can do for her.  Thank you.

Our refund policy is and has been all refunds processed within 1-14 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 10-14 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 available. Thank you.

We first went out this customer's home because her only toilet in the home was clogged.  She called in for our $93 drain cleaning special.  Initial visit found blockage with heavy sludge and likely roots.  We provide a gratuitous main line camera inspection with the $93 drain cleaning...

when warranted. We 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 material. We bear the risk of the job being more difficult or complex than originally thought. Our 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 100 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 $93.  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.

The complaint is misplaced.  Gold Medal did not perform any substantive work on the toilet.  The charge of $409 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 customer. The first time (running toilet), SR01 replaced a clip in the toilet as a courtesy (after custmers’s handyman already replace parts in the toilet). A week later, SR01 goes back out for the same toilet running. Did a dye test to check for any leaks, none found, so he left options to replace the parts in the toilet with our stock parts. Customer declined that option, but asked SR01 to replace a filter under his kitchen sink. Upon investigation, SR01 saw the valve needed to be replaced. Gave 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, SR01 did 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 $409 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.

[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]

By way of answer, set forth below are the job notes from my service manager: Notes from the service experts close-out:Previous customer call for leaking hose bib ...got to customer house; customer was already upset and stated he didn't understand why they couldn't give him an est. over the...

phone ...explain to him that the office can't because they don't know what's going on in the field and would not be able to give a set price. ..while talking to him he seemed agitated; I asked him if he was OK seem like he was in a rush told him if today's not a good we can always come back ..  did walk thru with customer hose bib is leaking but no access has a finished basement. ..explain to him we would have to open it up with installing valve since there is now....show him his main valve his PRV since he stated his pressure in home is not great ...took some time wrote up options did break down with an without TCC. ...at this point with some agitation he said if that’s how much it cost he's gonna do it himself thought it would have been 3-400 to open up finished area....From the service manager:  The service expert provide several options - each fully independent of each other - it is obvious that the customer is mistakenly (or otherwise) now adding up all the separate options1-    The Option sheet includes more than just the cost of a Frost Free hose bib.  There are options for replacing the Main Water Valve & the Pressure Reducing Valve (PRV)  - That totals $2333 of the $3493.2-    To replace the Frost Free Hose bib (P5026 - $768)  requires access from a finished area of the home.  The ceiling is sheetrock meaning there is NO access to the area, requiring additional charges to open the wall (P106 - $393).  At that point Mohan/Victor offered a TCC in lieu of the Access Charge (P106).  Nothing done wrong here.   So the total price to replace the Frost Free hose bib would have been  only would have been $1161 (non-Member)  or $952 with the TCC in lieu of access.  If the customer chose to open his own ceiling, the cost would have been $768.I’m not really sure what the confusion is here. If & I repeat If the service expert made any mistake it was not offering to tighten the packing nut (No Warranty, No Guarantee that it would work) but typically we do not “Tighten Packing Nuts” as a normal course of actionThank you.