Gold Medal Service

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.

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Better Business...

Bureau:
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]

Mr. [redacted] refund request is currently in process and has been.  The amount is $321.  The agreement is for two years with a third year free at no charge to the customer.  Therefore, his calculation is off a bit.  Mr. [redacted] should receive the check within the week.

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 24/7 and the temperature in the house is 86F
Regards,
[redacted]

This customer requested a refund of $292 has resolution of his complaint.  Accordingly, a refund of $292 was issued on July 29, 2015 to the credit card used for payment.  This customer should see the credit on his next statement - or sooner on-line.  Thank you.

We have offered this customer a reasonable refund but have not reached an accord as of this writing.

Complaint: [redacted]
I am rejecting this response because:When I called for an estimate the operator told me that their trucks are "fully equipped and stocked" to handle the problem of a leaky hose bib. I was told that it would cost 29.95 for the estimate and that if I chose to have the work done then that 29.95 would be deducted from the total bill. The problem was a dripping hose bib when the valve was turned on and it had a simple solution. All hose bibs have a packing nut behind the handle and over time this can loosen up. All that was needed was to put a pair of pliers or a wrench on the nut and tighten it.  My neighbor later fixed this for me in about 30 seconds.But instead of doing this simple 30 second fix, or even just trying to, the Gold Medal repairman said that the valve needed to be replaced. Valve replacement: $768.00But in order to replace the valve he would have to cut a small hole in the wallboard: Cut a hole in the wallboard: $393.00 Note: This $393.00 price does NOT include repairing the wallboard, just cutting a hole.But then in order to replace the valve he was going to have to shut off the water. There is a main water shut off, which I assured has been used several times recently and has always worked okay. And in addition to the main shut off there is another shut off valve, less than 10 years old, that was installed when the house was renovated in 2006. But he insisted that the main shut off valve must be replaced:  Replace main shut off valve: $1,251.00While this serviceman was showing me the main valve he pointed to the pressure regulator valve for the house and explained its function. So I asked, "You mean you could increase the pressure and volume by adjusting this valve?" He said it would only affect the pressure, not volume. Yet he included that replacement as the very FIRST item in his price:  Replace pressure regulator valve: $1082.00The total of these items, which he said were necessary, is $3,494.00The serviceman NEVER turned on the water. The service man NEVER bothered to suggest that the packing nut might just need tightening. All this guy did was keep writing about all the things I "needed" to get done to stop the simple leak. And...if I bought an annual service contract he could deduct 15% off the $3,494.00 price for this "investment."These people are dishonest and the public, the consumer affairs department and New Jersey licensing authorities need to investigate their fraudulent actions. I also plan to contact Costco, who originally endorsed them for work in my home, to find out if Gold Medal is still working with them and if so to let them know of my experiences with them.
Regards,
[redacted]

My customer service manager has reached out twice to advise that we will refund the membership cost of $299 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 10-14  days.  Thank you.

Gold Medal responds as follows:Discussions with both the Service Experts and the Sewer Expert that visited the property, reveal that the original backup that caused the problem was due to a mainline clog(wipes) every time the upstairs was flushed, it backed up into the basemen through the...

basement toilet.Since the basement bathroom is below grade, there is a sewer ejector system.  This system should have a check valve to prevent such back flow.  The check valve is either broken or missing.  A functional check valve would have prevented the backup into the basement.The initial Service Expert went to the Client's home after hours (emergency visit) & cleared the mainline from the outside (back right of house) clean-out.  Once the mainline was opened, flow was restored and when the upstairs was flushed it no longer backed up into the basement. The Client cannot process that the overflowing basement toilet was a byproduct of the clogged mainline (sewage backing up to the lowest point). Without the necessary corrective work - for which our Sewer Expert provided an estimate, she will likely continue to have the same problem in the future and there can be no warranty issues.  If the recommended repair work is refused, no warranty can issue and the likelihood of continues failure is very high. Our sewer expert went out the next day and camera’d the line and found a collapsed 90 degree angled pipe in the mainline and offered a spot repair which she initially agreed to. This pipe collapse voids any warranty that comes with a drain clearing, unless the work is repaired by us.  In addition to the quote, the customer wanted us to state that the broken pipe was indoors rather than outside, so she could file a claim with her insurance company.  We refused to change our information.The next day when we came to do the repair and we had two trucks and several pieces of equipment and three employees, she stopped us and would not allow us to do the work.  She then had the work completed by someone else.    If anything, this Client owes Gold Medal for the wasted effort and man power of having us out to perform the job and then canceling once on site because we would not change our notes to reflect a condition that was not accurate.We even had a remediation company out to clean and handled the sewage cleanup in the basement.  When the owner returned and tried to flush the basement toilet she said it backed up and wanted us out (under warranty to clear it).  She insists that the original call was for the clogged basement toilet.  Again, we tried to explain to her that the backup in the basement was a result of the mainline clog, not an initial failure in the basement toilet.  In fact, the upstairs tenants told our Service Expert that no one lived in the basement unit and it had not been used in some time.  They noticed the problem only after it started to flow out of the basement door.  Thank you

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 $400 for the work that is fine, however we also want a refund for the Gold Medal Plan of the $225 that was padded into the bill.  So total refund should be $600 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 $1700.
Regards,
[redacted]

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]

Gold Medal is pleased to report that we have been able to satisfy this valued customer's concerns.  The only step that remains is to send a written confirmation of the terms which will be dispatched shortly.  Thank you.

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.J. for 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.

Complaint: [redacted]
I am rejecting this response because:
I did  not get an apology from the leadership of their failure to have a system in place for customers for work done w/in 72 hours.   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I was clear that the complaint was filed on behalf of my 87 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]

we have been in touch with this valued customer immediately after the filing of the Complaint.  We visited the home and determined what work was left to complete.  We are schedule to go out to perform the work on November 1, 2015.  Thank you.

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.

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 $4,000 rebate....

 This was in connection with a State program that the customer did participate in.  In any event, the $4,000 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 6 (tomorrow) to attempt a more satisfactory resolution to this issue.  Gold Medal will do everything reasonably needed to correct.Thank you

We reached out to this Customer and resolved all issues.

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