Gold Medal Service

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.

Complaint: [redacted]
I am rejecting this response because:  They offered us $400 which is a fraction of what we were out of pocket due to their incompetence.  Additionally, they did not...

factor in the $200+ dollars they padded the bill for their membership we did not agree to purchase.  We had asked for a full refund which would be the $1700+ in response to their initial offer we told them half would be reasonable settlement even though we feel full is more appropriate.  They have reached out once and we have not heard back again.  Very very poor customer service/relations with this company.  If we cannot resolve, we do plan to reach out to an attorney to get advice. 
Regards,
[redacted]

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 toilet. Pulled out roots. Roots growing through flange. Barry ran camera. Heavy root intrusion in branch main only. Located in bathroom. No issues in main line. Customers wife is in the hospital right now so he couldn't think about the next step at this time. No warranty. Advised 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 1588.00 to hydrojet line. Customers 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.

Yes, we are going out again on October 10, 2014.  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, 2014.   The customer has a 5 year warranty with us.  Gold Medal stands behind its work and strives to achieve WOW service for all customers.

Complaint: [redacted]
I am rejecting this response because:
I am not asking them for anything but a phone call from one of the owners so I can be sure they are aware of the lack of communication I received.  They can say all they want about them not performing the service, but when they make an appointment and just don't show up, that is unacceptable.  And to make matters worse, when I called to see why they did not show up I was told someone would get back to me shortly which did not happen.  So, yes, I did call again to see what was going on.  To imply that I kept calling back because I wanted them to perform a service they did not do is wrong.If one of the owners does not want to call me to discuss this, that is okay with me.  I just want others who read this to be aware of that.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the initial service and charge from Gold Medal was very reasonable. However now that I saw the entire process I believe that it was a bait and switch. the repair as eventually performed was the exact same as what gold medal proposed. It was from a large competitor, arms length, same guarantees. No difference except $$4,000 less!  This isn't brain surgery. Gold Medal's practices are reprehensible and indefensible. They prey on people that don't know better and are in a vulnerable situation. There is NO WAY that gold medal can justify the difference in cost. I hope that something is done to protect future senior citizens from potential gauging from gold medal. 
Regards,
[redacted]

This is the first notification of this complaint that I have received.  In the past, we have responded fairly quickly to all communication from the Revdex.com.I did, however, find this communication in my "junk" folder while looking for another email in their.  That is the only possibly...

explanation I could offer.In any event, I have the complaint and have been investigating with the individuals on this end.It is my intention to contact the customer and resolve this matter ASAP to their reasonable satisfaction.Thank you,[redacted]###-###-####

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.

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,

I am pleased to report that this matter is on its way to being resolved.  The town is requiring a chimney liner be installed rather than a chimney kit (adapter from the flue pipe to the existing liner).  The customer had believed that a prior contractor had installed a liner during prior...

chimney work, but as it turned out, this was not the case.  A chimney company is scheduled to perform this work (the installation of a chimney liner) this week.  The re-inspection is scheduled with the town for Monday 5/9.  Gold Medal will have a technician in attendance at the re-inspection.  Thank you.

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.

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 trips. Finally, 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.

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.
However, it their rating is still A then I still think it should be lower.
Regards,

We have investigated the substance of this valued customer's complaint.  Unfortunately, the Comfort Advisor that was out to assess the needs of this customer has a different recollection of the two rooms in question.  There is no dispute that the rooms are on a slab foundation with no...

separate duct work.  There are only  two supply ducts on the far wall on the first of the two adjacent rooms.  There is no way to get the flow of air (hot or cold) into the farther room.  The Comfort Advisor did not state that the electric units would not be needed anymore.  Some type of supplement source is needed for those two areas.  There are other more efficient options that are now made, but these were not part of the system purchased.  Unfortunately, there is not much that can be done - the system as purchased and designed is operating as intended.  In addition, the installed system is covered by a warranty that is still in effect.

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]

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

Prior to being able to resolve this complaint fully, the customer disputed the entire credit card charge rather than just the $523 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. $299.

In connection with the above referenced complaint, we have been offered Arbitration as a means of resolution.  While we will agree to take part in the arbitration, we do not believe that same is necessary.  After much difficulty in getting in touch with the customer that filed the initial...

complaint, we have finally been able to schedule an appointment to go to their home to correct any issues.
 
We are scheduled to go there on Wednesday, October 1, 2104.  Please hold any further scheduling in abeyance until after such time.