Good Tidings Plumbing, Heating & Cooling

[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 but still a ridiculous end to a poorly managed situation.I look forward to never dealing with Good Tidings in the future; may they find peace and joy.Goodbye[redacted]

For this complaint we spoke to the customer and mailed a check out for Customer was happy and said they would take down the complaintPlease put this email in the account so I can get any correspondence by email

I filed complaint ID # [redacted] last weekThe business has chosen to resolve my complaint separatelyI would like to withdraw the complaintThank you so muchPlease advise if there is anything I need to do further 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] ***

On 5/10/17 at 6:58pm we called this customer to reschedule his tune up due to cold weather, he refused to be rescheduled, said he didn't understand what it being cold outside has to do with the tune up, we explained to him that we don't perform tune ups when it is below 60 degrees because we may not... get the proper refrigerant readings, he said no one told him that, we apologized that he wasn't informed of this. He was very upset and stated that we “Better be there, and after we do whatever we are supposed to do, this relationship is done, every time I go to schedule something with you guys you always give me some reason why you can't make it out and I'm sick of it. Have whoever you want to have give me a calltomorrow, whatever, but you guys better be there.” This wasn’t the first time that this demanding customer barked at the office staff like this. We went out to his home the next day when the temperature was again questionably cool to receive a proper reading from his air conditioning unit (AC units require a heat load to duplicate real word demands). We performed our air 19 point air conditioning maintenance for $59. At that time it was determined that the antiquated system was about 15 years old, which is on the older side for an air conditioning unit. We notified this customer of this concern. As with all maintenance calls we can never predict when a unit is going to fail, we can only determine what is going on in the moment we are checking it. When we were there the unit ran fine, but with the weather colder the refrigerant levels were checked out under those conditions. When the customer called us again on May 19th, it was very hot and in light of our recent tune up, we went out to the customer’s home and performed a free diagnostic, typically $89.95. We discovered the unit was frozen and let the customer know we’d be back the next day, after the unit had thawed and was serviceable. When we returned on May 20th we looked at the unit and determined it was low on refrigerant. We wrote up an option to add refrigerant, rebuild the service valves and special dye to test for the leak(s). The customer was not happy with the discounted price of this option and became angry and insisted on a lower price, while yelling at the technicians. In an effort not to argue with the customer, who was also accusing them of foul play, they left the home. We cannot comply with the desired settlement because those accusations are not true. Our technicians did nothing wrong, they are highly trained, experienced and followed protocols. We provided two “free” visits in an effort to try to remedy the situation. We will not be performing the refrigerant replacement, because it is not our responsibility, we also will not be writing a formal apology because the customer was rude and accusatory while we have been entirely professional throughout the situation. For 28 years Good Tidings has maintained a great reputation with thousands of loyal, reasonable customers by following friendly best practices, and delivering exemplary service, seven days a week. Accusing Good Tidings of “criminal behavior” is bizarre, slanderous and ACTIONABLE.

Be aware of what you are actually paying forLet me start by letting you know how we found these guys My wife had helped out one of these guys by giving him a jump start and following him back to his yardThe guy gave my wife a card and was very thankful and pleasant to herSince my wife had the pleasant contact with the tech from GTC, I figured I would give them a call I explained the issue to them, and what AO Smith said They told me the warranty would not be an issue with themI was happy that they could get a tech out the same day So the tech showed up, very nice guy, very professional looking He looked at my water heater, and said this was one he could not work on He told me I would have to get a specialized guy to do the diagnostic work This is where a light should have come on inside me, but I thought, ok he's honest about not knowing these, and this looks more like a electronics issue So he gave me a quote of $for a diagnostic service call I figured any plumber would charge me this anyways, so I paid thatThe next morning, GTC came to my house, (just so you know this is day without hot water) Once again the tech was very nice, professional looking I took him to the water heater and watched him work He did a through job diagnosing the issue, asking me questions about environmental factors and such So his diagnosis was the electronic control panel on the water heater So he went out to his truck to call the office and work up the quote He then came back with a quote of $(just another FYI, this was their VIP pricing, since my wife had helped out on of their tech, they offered this discount to us as a nice gesture) I was a little shocked, but figured this must be a pretty labor intensive repair So I agreed to the quoteHe then took apart the control panel from the water heater, which took him about minutes to complete (FYI, I was there with him) He then headed back to his office, he said he had a bunch of work to complete, so that the part would be covered under my warranty So about minutes later, he returned with the new part I was excited to see this, I thought for sure I would be getting the call they had to order itSo I watched him install the new control panel This took him about minutes to complete and fired up the hot water heaterI was excited to have my water heater working and said good bye to the techIt wasn't until later, I really started to think about this cost; ok he made an honest mistake and accidentally charged me for the part that was covered under warranty So when I got home from work, I contact GTC I explained, that I think I was charged for the warrantied part by mistake He said he would check into it and give me a call He called me within a few minutes later and told me that I was not charged for the part and that was the cost of the repair He told me the tech was here for hours, I will give him the benefit of the doubt with rounding here So I asked, you charge $460/hour for your service? (Since I already paid the $for the diagnostic, so this should not be chargeable time.) He would not really comment on that, but just said the cost of the repair was $(plus taxes)So I asked him, you charge your "VIP" members $460/hr? (remember, I already paid the $for the diagnostic and the repair itself took less then and hour) He would not comment on thatNow I do take responsibility for agreeing to this cost, it is my fault that I did not get all the detail, and assumed that this would be a very complex repairIf you do ever decide to use GTC, the techs themselves were great, very personable and conducted themselves very professional You need to be sure to get a complete break down of the quote Ask them for time estimates and what the per hour charge will be Learn from my experience, do not accept their "per repair" estimate, question everythingI would highly recommend getting a second quote from another company before committing to a repair with GTCI hope my lesson learned benefits you in the end

I was provided with service today, Saturday, 07-Jan-by Steven M of Good Tidings Plumbing, Heating, CoolingSteven provided an excellent level of both service and advice He examined the situation and provided me with options as to potential solutionsOnce I made my decision Steven then proceeded to complete the job in both a professional and timely manner I will definitely use their services again

For this complaint we spoke to the customer and mailed a check out for 500. Customer was happy and said they would take down the complaint.Please put this email in the account so I can get any correspondence by email

I contacted Good Tidings to diagnose a problem with my hot water heater They sent Steve Mas their technician He was able to quickly diagnose the issue (knocking noise caused by sediment accumulation in the H/W tank); he remedied the problem and also did a winter service on my furnace He was able to make the furnace run much quieter than the company that actually installed the furnace and had done periodic servicing of the furnace! I told him he was a "magician" for being able to make the unit run quieter when others could not remedy that issue He also tried to light the pilot light on my gas fireplace that has been on the fritz for 15+ years Alas, he said I will have to call a fireplace expert to resolve that issue But he was very eager to help and had a positive attitude He was a true professional I highly recommend Good Tidings and Steve M

Complaint: ***
I am rejecting this response because:
Be advised that The Good Tiding Company Takes Advantage of Familes at an unfortunate TimeI was issued a day WarrantyYet my furnace was not repaired by this companyThe 1st time the Techician came to fix furnace on 12/9/he billed me $stating that the problem was a loose wireThe next night 12/10/Technician claimed to service furnace and assured me it was running and repairedI was issued a bill for $389.95.As soon as the Techician drove away the furnace shut down it was not workingI called the Company immediately The next morning another technician came out and said I needed a replacement or pay an additional $ before they can assist Me I have invoices with their notes Good Tidings acknowledged Wrong doings by the previous Technician stating that he should have been aware of the major problemsI still have to resolve this issue with my BankOn 12/11/I hired another Company .They had my Furnace running without any issues that afternoon.I have the invoices with the service & price from the 2nd Company (which was appropriate and reasonable ) I tryed to resolve this issue with Good Tidings and was hung up on...It was unfortunate to be left without heat with young children ages &.And to be taken advantage of by a Company. Thank You for Your time.
Regards,
*** ***

I recently had a drainage problem with my kitchen sink. Good Tidings provided me with a great service technician... JOE M. He was personable, kind, explained everything that he was going to do, followed his company procedures, and cleaned up all the gunk that came out of the pipes and made its way on my cabinets. I know if I have another problem... I'll be calling on JOE M. to come fix it all. I highly recommend JOE. :)

I filed complaint ID #[redacted] last week. The business has chosen to resolve...

my complaint separately. I would like to withdraw the complaint. Thank you so much. Please advise if there is anything I need to do further
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]

On the evening of December 9, 2014, we received an emergency no heat call from Ms. [redacted]. We responded to Ms. [redacted]’s call by sending our next available technician.  As per our policy, we received Ms. [redacted]’s approval and signature before performing any services, and then diagnosed the...

problem with her heating system.  Upon completion of said work and her heat back on, Ms. [redacted] acknowledged the satisfactory completion of the work done by providing her signature again.  She then provided our technician with hercredit card information as a method of payment for our services.   The following day, Ms. [redacted] called again revealing that she was still having trouble with her heat.  We dispatched the same technician from the night before to respond to her heat call.  Once again, in accordance with our policy, we gained Ms. [redacted]’s approval and signature before performing any service to her heating equipment.  Upon approval, our technician went to work, replacing some parts and restoring her heat again.  Upon leaving, Ms. [redacted] acknowledged that the work was satisfactorily completed and agreed to pay for our services, and provided her signatures and credit card information again.  On the morning of December 11, 2014, we received a message that her heating system had indeed failed again.  We dispatch a new technician first thing that morning to further assess the issues with her system.  This technician suggested that she get her system replaced.  Ms. [redacted] did not approve such work, and no payment was requested or received.  Good Tidings PHC had no further contact from Ms. [redacted]Two days later, on December 13, 2014, Ms. [redacted] filed a complaint against Good Tidings with the Revdex.com. Ms. [redacted] claimed that Good Tidings did not providea service that she paid for, however, upon leaving each service call, Ms. [redacted] provided her authorization for payment and approval with the work done.  Ms. [redacted] then claims that our customer service representative hung up the phone on her, and on a subsequent call, that Good Tidings admitted a wrong doing. Good Tidings asserts that these claims are false.  After offering equipment replacement on our third visit, we received no further contact from Ms. [redacted].  Furthermore, Good Tidings has now received notice that Ms. [redacted] has now contacted her credit card company to reverse the charges which she previously approved under the guise of “fraudulent charges.” Considering this new turn of events, we submit that Ms. [redacted] has actually caused us harm, being that she is in receipt of her funds, and Good Tidings is at a loss for its time and materials.  Good Tidings now considers this matter closed.

Be aware of what you are actually paying for.
Let me start by letting you know how we found these guys. My wife had helped out one of these guys by giving him a jump start and following him back to his yard. The guy gave my wife a card and was very thankful and pleasant to her.
Since my wife had the pleasant contact with the tech from GTC, I figured I would give them a call. I explained the issue to them, and what AO Smith said. They told me the warranty would not be an issue with them. I was happy that they could get a tech out the same day. So the tech showed up, very nice guy, very professional looking. He looked at my water heater, and said this was one he could not work on. He told me I would have to get a specialized guy to do the diagnostic work. This is where a light should have come on inside me, but I thought, ok he's honest about not knowing these, and this looks more like a electronics issue. So he gave me a quote of $96 for a diagnostic service call. I figured any plumber would charge me this anyways, so I paid that.
The next morning, GTC came to my house, (just so you know this is day 4 without hot water). Once again the tech was very nice, professional looking. I took him to the water heater and watched him work. He did a through job diagnosing the issue, asking me questions about environmental factors and such. So his diagnosis was the electronic control panel on the water heater. So he went out to his truck to call the office and work up the quote. He then came back with a quote of $460 (just another FYI, this was their VIP pricing, since my wife had helped out on of their tech, they offered this discount to us as a nice gesture). I was a little shocked, but figured this must be a pretty labor intensive repair. So I agreed to the quote.
He then took apart the control panel from the water heater, which took him about 15 minutes to complete. (FYI, I was there with him). He then headed back to his office, he said he had a bunch of work to complete, so that the part would be covered under my warranty. So about 30 minutes later, he returned with the new part. I was excited to see this, I thought for sure I would be getting the call they had to order it. So I watched him install the new control panel. This took him about 15 minutes to complete and fired up the hot water heater.
I was excited to have my water heater working and said good bye to the tech.
It wasn't until later, I really started to think about this cost; ok he made an honest mistake and accidentally charged me for the part that was covered under warranty. So when I got home from work, I contact GTC. I explained, that I think I was charged for the warrantied part by mistake. He said he would check into it and give me a call. He called me within a few minutes later and told me that I was not charged for the part and that was the cost of the repair. He told me the tech was here for 2 hours, I will give him the benefit of the doubt with rounding here. So I asked, you charge $460/hour for your service? (Since I already paid the $96 for the diagnostic, so this should not be chargeable time.). He would not really comment on that, but just said the cost of the repair was $460 (plus taxes). So I asked him, you charge your "VIP" members $460/hr? (remember, I already paid the $96 for the diagnostic and the repair itself took less then and hour). He would not comment on that.
Now I do take responsibility for agreeing to this cost, it is my fault that I did not get all the detail, and assumed that this would be a very complex repair.
If you do ever decide to use GTC, the techs themselves were great, very personable and conducted themselves very professional. You need to be sure to get a complete break down of the quote. Ask them for time estimates and what the per hour charge will be. Learn from my experience, do not accept their "per repair" estimate, question everything.
I would highly recommend getting a second quote from another company before committing to a repair with GTC.
I hope my lesson learned benefits you in the end.

I filed complaint ID #[redacted] last week. The business has chosen to resolve my complaint separately. I would like to withdraw the complaint.
 
Thank you so much. Please advise if there is anything I need to do further
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]

[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 but still a ridiculous end to a poorly managed situation.I look forward to never dealing with Good Tidings in the future; may they find peace and joy.Goodbye.[redacted]

On 5/10/17 at 6:58pm we called this customer to reschedule his tune up due to cold weather, he refused to be rescheduled, said he didn't understand what it being cold outside has to do with the tune up, we explained to him that we don't perform tune ups when it is below 60 degrees because we may not...

get the proper refrigerant readings, he said no one told him that, we apologized that he wasn't informed of this. He was very upset and stated that we “Better be there, and after we do whatever we are supposed to do, this relationship is done, every time I go to schedule something with you guys you always give me some reason why you can't make it out and I'm sick of it. Have whoever you want to have give me a calltomorrow, whatever, but you guys better be there.” This wasn’t the first time that this demanding customer barked at the office staff like this. We went out to his home the next day when the temperature was again questionably cool to receive a proper reading from his air conditioning unit (AC units require a heat load to duplicate real word demands). We performed our air 19 point air conditioning maintenance for $59. At that time it was determined that the antiquated system was about 15 years old, which is on the older side for an air conditioning unit. We notified this customer of this concern. As with all maintenance calls we can never predict when a unit is going to fail, we can only determine what is going on in the moment we are checking it. When we were there the unit ran fine, but with the weather colder the refrigerant levels were checked out under those conditions. When the customer called us again on May 19th, it was very hot and in light of our recent tune up, we went out to the customer’s home and performed a free diagnostic, typically $89.95. We discovered the unit was frozen and let the customer know we’d be back the next day, after the unit had thawed and was serviceable. When we returned on May 20th we looked at the unit and determined it was low on refrigerant. We wrote up an option to add refrigerant, rebuild the service valves and special dye to test for the leak(s). The customer was not happy with the discounted price of this option and became angry and insisted on a lower price, while yelling at the technicians. In an effort not to argue with the customer, who was also accusing them of foul play, they left the home. We cannot comply with the desired settlement because those accusations are not true. Our technicians did nothing wrong, they are highly trained, experienced and followed protocols. We provided two “free” visits in an effort to try to remedy the situation. We will not be performing the refrigerant replacement, because it is not our responsibility, we also will not be writing a formal apology because the customer was rude and accusatory while we have been entirely professional throughout the situation. For 28 years Good Tidings has maintained a great reputation with thousands of loyal, reasonable customers by following friendly best practices, and delivering exemplary service, seven days a week. Accusing Good Tidings of “criminal behavior” is bizarre, slanderous and ACTIONABLE.

For this complaint we spoke to the customer and mailed a check out for 500.  Customer was happy and said they would take down the complaint.
font-size: 12.8px; font-family: arial, sans-serif;">Please put this email in the account so I can get any correspondence by email.

Joe M was very professional and offered us the best advice that he felt fit for us. The company is trustworthy and they will always try to help you as much as they can. All the employees that we have worked with are reliable. The company is reliable and comes on time when appointment is scheduled. They are always there in emergency

Review: A Service Technician Failed to Provide a Service that I paid for.

I called this company for Emergency Furnace Care

The Repair man came to my house two nights in a row charging me for a Service he was unable to Complete

I Contacted this Company with my Complaint and the Representative hung the phone up on Me.

They would not assist me and was very unprofessional.

I had to Pay another Company to Complete this Service.

I Contacted Good Tiding Once again and they admitted a wrong doing and explained that there was nothing they would do and I will not receive a refund .

This was unfair and Unbelievable

This Matter should Be investigated

Thank You For Your TimeDesired Settlement: As this Plumber [redacted] was unable to complete this Job I must be refunded...

This was verified by an associate that works with him.

This Technician Did not do the work I paid a fee of approximately $600.00 for a service a repair that was not conducted I must have a refund for services un rendered

Business

Response:

On the evening of December 9, 2014, we received an emergency no heat call from Ms. [redacted]. We responded to Ms. [redacted]’s call by sending our next available technician. As per our policy, we received Ms. [redacted]’s approval and signature before performing any services, and then diagnosed the problem with her heating system. Upon completion of said work and her heat back on, Ms. [redacted] acknowledged the satisfactory completion of the work done by providing her signature again. She then provided our technician with hercredit card information as a method of payment for our services. The following day, Ms. [redacted] called again revealing that she was still having trouble with her heat. We dispatched the same technician from the night before to respond to her heat call. Once again, in accordance with our policy, we gained Ms. [redacted]’s approval and signature before performing any service to her heating equipment. Upon approval, our technician went to work, replacing some parts and restoring her heat again. Upon leaving, Ms. [redacted] acknowledged that the work was satisfactorily completed and agreed to pay for our services, and provided her signatures and credit card information again. On the morning of December 11, 2014, we received a message that her heating system had indeed failed again. We dispatch a new technician first thing that morning to further assess the issues with her system. This technician suggested that she get her system replaced. Ms. [redacted] did not approve such work, and no payment was requested or received. Good Tidings PHC had no further contact from Ms. [redacted]Two days later, on December 13, 2014, Ms. [redacted] filed a complaint against Good Tidings with the Revdex.com. Ms. [redacted] claimed that Good Tidings did not providea service that she paid for, however, upon leaving each service call, Ms. [redacted] provided her authorization for payment and approval with the work done. Ms. [redacted] then claims that our customer service representative hung up the phone on her, and on a subsequent call, that Good Tidings admitted a wrong doing. Good Tidings asserts that these claims are false. After offering equipment replacement on our third visit, we received no further contact from Ms. [redacted]. Furthermore, Good Tidings has now received notice that Ms. [redacted] has now contacted her credit card company to reverse the charges which she previously approved under the guise of “fraudulent charges.” Considering this new turn of events, we submit that Ms. [redacted] has actually caused us harm, being that she is in receipt of her funds, and Good Tidings is at a loss for its time and materials. Good Tidings now considers this matter closed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Be advised that The Good Tiding Company Takes Advantage of Familes at an unfortunate Time. I was issued a 30 day Warranty. Yet my furnace was not repaired by this company. The 1st time the Techician came to fix furnace on 12/9/14 he billed me $179.90 stating that the problem was a loose wire. The next night 12/10/14 Technician claimed to service furnace and assured me it was running and repaired. I was issued a bill for $389.95.As soon as the Techician drove away the furnace shut down it was not working. I called the Company immediately. The next morning another technician came out and said I needed a replacement or pay an additional $ 889.95 before they can assist Me. I have 3 invoices with their notes Good Tidings acknowledged Wrong doings by the previous Technician stating that he should have been aware of the major problems. I still have to resolve this issue with my Bank. On 12/11/14 I hired another Company .They had my Furnace running without any issues that afternoon.I have the invoices with the service & price from the 2nd Company (which was appropriate and reasonable ) I tryed to resolve this issue with Good Tidings and was hung up on...It was unfortunate to be left without heat with 2 young children ages 2 &3 .And to be taken advantage of by a Company. Thank You for Your time.

Regards,

Be aware of what you are actually paying for.
Let me start by letting you know how we found these guys. My wife had helped out one of these guys by giving him a jump start and following him back to his yard. The guy gave my wife a card and was very thankful and pleasant to her.
Since my wife had the pleasant contact with the tech from GTC, I figured I would give them a call. I explained the issue to them, and what AO Smith said. They told me the warranty would not be an issue with them. I was happy that they could get a tech out the same day. So the tech showed up, very nice guy, very professional looking. He looked at my water heater, and said this was one he could not work on. He told me I would have to get a specialized guy to do the diagnostic work. This is where a light should have come on inside me, but I thought, ok he's honest about not knowing these, and this looks more like a electronics issue. So he gave me a quote of $96 for a diagnostic service call. I figured any plumber would charge me this anyways, so I paid that.
The next morning, GTC came to my house, (just so you know this is day 4 without hot water). Once again the tech was very nice, professional looking. I took him to the water heater and watched him work. He did a through job diagnosing the issue, asking me questions about environmental factors and such. So his diagnosis was the electronic control panel on the water heater. So he went out to his truck to call the office and work up the quote. He then came back with a quote of $460 (just another FYI, this was their VIP pricing, since my wife had helped out on of their tech, they offered this discount to us as a nice gesture). I was a little shocked, but figured this must be a pretty labor intensive repair. So I agreed to the quote.
He then took apart the control panel from the water heater, which took him about 15 minutes to complete. (FYI, I was there with him). He then headed back to his office, he said he had a bunch of work to complete, so that the part would be covered under my warranty. So about 30 minutes later, he returned with the new part. I was excited to see this, I thought for sure I would be getting the call they had to order it. So I watched him install the new control panel. This took him about 15 minutes to complete and fired up the hot water heater.
I was excited to have my water heater working and said good bye to the tech.
It wasn't until later, I really started to think about this cost; ok he made an honest mistake and accidentally charged me for the part that was covered under warranty. So when I got home from work, I contact GTC. I explained, that I think I was charged for the warrantied part by mistake. He said he would check into it and give me a call. He called me within a few minutes later and told me that I was not charged for the part and that was the cost of the repair. He told me the tech was here for 2 hours, I will give him the benefit of the doubt with rounding here. So I asked, you charge $460/hour for your service? (Since I already paid the $96 for the diagnostic, so this should not be chargeable time.). He would not really comment on that, but just said the cost of the repair was $460 (plus taxes). So I asked him, you charge your "VIP" members $460/hr? (remember, I already paid the $96 for the diagnostic and the repair itself took less then and hour). He would not comment on that.
Now I do take responsibility for agreeing to this cost, it is my fault that I did not get all the detail, and assumed that this would be a very complex repair.
If you do ever decide to use GTC, the techs themselves were great, very personable and conducted themselves very professional. You need to be sure to get a complete break down of the quote. Ask them for time estimates and what the per hour charge will be. Learn from my experience, do not accept their "per repair" estimate, question everything.
I would highly recommend getting a second quote from another company before committing to a repair with GTC.
I hope my lesson learned benefits you in the end.