Grace Residential, LLC

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 and the matter has been resolved Sincerely, [redacted]

I agree that there was a total mis-understanding in this whole process, I do however find it funny how Go Green left out the contract that says in order to continue work they must obtain a signature, what was also left out of their statement was how I told phil if the extra cost was going to be from the vanity install I told him to forget it and that I would do it myselfPhil told me that the extra cost was going to be because I should have been quoted for a repipeAs far as the old exhaust hole nobody said anything to me about having to make another hole until the day of the install, so of course I asked what would happen to the old hole, but I guess that was going to be extra as well to have them fix the old one, they were going to just leave a hole in the side of my houseI did ask to have more work done the original price was and then it was when I agreed with rich to have the toilet and on/off valves installed for the vanity, if they want to say the extra cost is from the vanity that's fineI had made peace with myself and the horrible experience I had with these guys because at the end of the day I got everything done that I needed to have doneMy problem that I? have is how I was bullied on the day of? the install to sign a contract that states in order to continue work they must obtain a signature, like I said what am I supposed to do with my old boiler sitting in the drivewayMy other problem is them trying to do the same thing later on when I was told that my water pressure was too highKeith and Go Green can call it what ever they want as far as customer satisfaction but the reality and the truth of the matter is, is that Phil stood in my driveway and said to my wife and I that they would give me a 20% discount if I agreed to take down my bad review off of home advisorI wish they were able to admit that what they did was wrong as far as that goes but I guess that's a long shotMy question to you the Revdex.com and to Go Green express is? IS THIS FAIR? IS THIS HOW YOU TREAT CUSTOMERS? HOW MANY OTHER CUSTOMER REVIEWS HAVE THEY BULLIED THEIR WAY OUT OF?I already have had the work done by a licensed plumber? for a much more reasonable price then their $estimateMy main objective for all this is to make sure that nobody else gets bullied, strong armed, blackmailed or whatever you want to call it again by this company again and that the customers know how they do business, who knows if they bullied their way out of a bad review before, ? I would have seen the review and not chosen to do business with these guysI will attach the contract that show on the day of the install that I was pressured into signing in a later email? ? ?

To Whom It May Concern:? Thank you for mediating this unfortunate situationI'm sorry that we got to this point, and obviously, I would love the opportunity to work with [redacted] ? on this issue personallyI preface all of this by saying that we take customer satisfaction very seriously, and I will be willing to do whatever - within reason - to make good on our policy of 100% customer satisfaction.Here is the email I sent [redacted] ? on Friday, immediately after she let it known, while we were still working on and had the chance to rectify the situation - that she was going to the Revdex.com:? Hello, [redacted] ,I hope your enjoyed your holiday yesterday!First off, I wanted to thank you for reaching out in attempt to address your concerns with your visit on the ***? of this monthI’m hoping that we can work together to come to an amicable resolutionI’d also like you to know that I feel very strongly about our 100% satisfaction guaranteed policy, so I will do whatever I can ?" within reason ?" to make sure that we get thereI do feel confident that our conversation will lead to a resolution, and maybe a concession, that will allow us to continue to work together for many years to come.I’d like to address your first point, that there are other concerns that we’ve had about priceThat is true; there is no denying thatIn our line of business, we are ?" unfortunately ?" typically dealing with grudge purchases and with situations that aren’t common for most homeownersOther than yearly maintenance, which I do not have record of you doing and recommend, most people don’t have a heating professional in their house to fix common breakdowns, so they are not familiar with the ins and outs of the industrySo when a homeowner interacts with us and gets the pricing, they have very little context to compare it to.? Additionally, our business model is to take care of our customers and do great work we can stand behind and warranty, so we do not do much “band-aid” work because ultimately we’ll be back to fix it againThere are companies that do that, and I feel that we are compared to them and that comparison is not apples to apples.Our technicians are trained to communicate clearly with our clients and to give them options and educate them enough for them to make the best decision they canIt’s clear, in this instance, that it was not the caseWe do have a good track record with this ?" the concerns you read online do not compare to the countless positive feedback letters and calls we get each week.I can tell you confidently, that if you compare us to other companies who offer similar services and support and have a fully trained, background checked, certified and stocked professionals ?" the best in the industry ?" then you will find that our prices are in-line or even cheaperIf you compare us to someone who is moonlighting on the side and does not have the support system, qualifications or knowledge that we do, then there would be an obvious discrepancyIn general, you are paying for the professional to diagnose, advise and give options and ultimately do the RIGHT repair, not for any parts or unitsAdditionally, it’s easy to ask another professional ?" even if they are qualified ?" for an opinion on a part replacement, but without context, it’s almost impossibleSure a nozzle is inexpensive and does not take long to change, but what is missing here is the diagnosis that our technician did to make sure he was giving you sound advice and options; in this situation, there was no mention of the fact that he had to purge the system, so if you look closely at the whole situation, it’s not fair to suggest all we did there was change a nozzleHad you have called me, as an outsider of the situation looking for advice, I may have given you similar assistance and that may not have been fair without context.Before I go further into the specifics of your appointment, I wanted to let you know that I will be doing thorough research on your appointment and will check on all of the pricing, options and paperwork on Monday, when I return to the officeI felt it necessary to touch-base with you beforehand because it’s important to me that you know this is a priority for me.In your case, the technician, a person with over years of experience, training and education in this field, was dispatched to your house at 11:07AM with a stocked truckHe finished with your appointment, in which your heat was now turned on, at 1:42PMHe was working on your issue for over two hours ?" and that does not include the behind-the-scene work that our office staff does to make sure that your appointment is successful, timely and at your convenienceAll of those things, which aren’t always obvious, play into our pricing structure.Upon preliminary review of the close-out notes, it seems that Richard found when he was out there was that there were two simple issues that lead to your down time: a lack of fuel oil in the tank and missing a tuon the unitOil units, in particular, because the nozzle, filter and strainer likely need to be changed each year really do need annual tune-upsThe $charge, which you accepted before he did the work, for the amount of time that he spent there, seems, on face value, appropriate to what we need to charge to stay in business and continue to give our customers great serviceIt actually looks like he gave you the price for a Service Partner Plan customer, which you are notI will, as discussed above, review everything and will get back to you on Monday.Additionally, I wanted to apologizeIt seems, from your email below, you called into the office and were not able to get an explanation to put you at easeI can say that we work out of a flat-rate price book, so there is no way for our staff to break down the pricing without it being arbitraryThey feel like they were met with abrasion from you and did not handle that wellI apologizeI’ve made changes to our processes that will allow me to get involved sooner and hopefully avoid any situation getting to this place.Again, thank you for reaching outIf it’s OK with you, I will follwith you ?" by phone or email, whichever you prefer ?" on Monday afternoon at a time that is convenient for youThat will give me time to review the particulars and come up with a plan to put this behind us.Enjoy the rest of your weekend, and I look forward to talking to youBest,? Ray H [redacted] General ManagerGo Green Express Home Services? After reviewing her account this morning, I called [redacted] at 1:30PM and 4:36PM - at this time I left a message for her to call me back - to discuss her account and see what it would take to rectify this concernIt does not seem, from the information I have available, that we did anything incorrectly and that she did agree to the price before we did the workHowever, as stated above, I look forward the opportunity to discuss the situation further and figure out how to move forward amicably.Following this response, I will email [redacted] again, in hopes to connect with her as soon as possible.Best,Ray H [redacted] GGEHS, LLC? ?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I dispute the facts of the dispute as laid out by the company, and I have not received any refund In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

To Whom It May Concern: Thank you for mediating this unfortunate situationI'm sorry that we got to this point, and obviously, I would love the opportunity to work with [redacted] on this issue personallyI preface all of this by saying that we take customer satisfaction very seriously, and I will be willing to do whatever - within reason - to make good on our policy of 100% customer satisfaction.Here is the email I sent [redacted] on Friday, immediately after she let it known, while we were still working on and had the chance to rectify the situation - that she was going to the Revdex.com: Hello, [redacted] ,I hope your enjoyed your holiday yesterday!First off, I wanted to thank you for reaching out in attempt to address your concerns with your visit on the *** of this monthI’m hoping that we can work together to come to an amicable resolutionI’d also like you to know that I feel very strongly about our 100% satisfaction guaranteed policy, so I will do whatever I can – within reason – to make sure that we get thereI do feel confident that our conversation will lead to a resolution, and maybe a concession, that will allow us to continue to work together for many years to come.I’d like to address your first point, that there are other concerns that we’ve had about priceThat is true; there is no denying thatIn our line of business, we are – unfortunately – typically dealing with grudge purchases and with situations that aren’t common for most homeownersOther than yearly maintenance, which I do not have record of you doing and recommend, most people don’t have a heating professional in their house to fix common breakdowns, so they are not familiar with the ins and outs of the industrySo when a homeowner interacts with us and gets the pricing, they have very little context to compare it to Additionally, our business model is to take care of our customers and do great work we can stand behind and warranty, so we do not do much “band-aid” work because ultimately we’ll be back to fix it againThere are companies that do that, and I feel that we are compared to them and that comparison is not apples to apples.Our technicians are trained to communicate clearly with our clients and to give them options and educate them enough for them to make the best decision they canIt’s clear, in this instance, that it was not the caseWe do have a good track record with this – the concerns you read online do not compare to the countless positive feedback letters and calls we get each week.I can tell you confidently, that if you compare us to other companies who offer similar services and support and have a fully trained, background checked, certified and stocked professionals – the best in the industry – then you will find that our prices are in-line or even cheaperIf you compare us to someone who is moonlighting on the side and does not have the support system, qualifications or knowledge that we do, then there would be an obvious discrepancyIn general, you are paying for the professional to diagnose, advise and give options and ultimately do the RIGHT repair, not for any parts or unitsAdditionally, it’s easy to ask another professional – even if they are qualified – for an opinion on a part replacement, but without context, it’s almost impossibleSure a nozzle is inexpensive and does not take long to change, but what is missing here is the diagnosis that our technician did to make sure he was giving you sound advice and options; in this situation, there was no mention of the fact that he had to purge the system, so if you look closely at the whole situation, it’s not fair to suggest all we did there was change a nozzleHad you have called me, as an outsider of the situation looking for advice, I may have given you similar assistance and that may not have been fair without context.Before I go further into the specifics of your appointment, I wanted to let you know that I will be doing thorough research on your appointment and will check on all of the pricing, options and paperwork on Monday, when I return to the officeI felt it necessary to touch-base with you beforehand because it’s important to me that you know this is a priority for me.In your case, the technician, a person with over years of experience, training and education in this field, was dispatched to your house at 11:07AM with a stocked truckHe finished with your appointment, in which your heat was now turned on, at 1:42PMHe was working on your issue for over two hours – and that does not include the behind-the-scene work that our office staff does to make sure that your appointment is successful, timely and at your convenienceAll of those things, which aren’t always obvious, play into our pricing structure.Upon preliminary review of the close-out notes, it seems that Richard found when he was out there was that there were two simple issues that lead to your down time: a lack of fuel oil in the tank and missing a tuon the unitOil units, in particular, because the nozzle, filter and strainer likely need to be changed each year really do need annual tune-upsThe $charge, which you accepted before he did the work, for the amount of time that he spent there, seems, on face value, appropriate to what we need to charge to stay in business and continue to give our customers great serviceIt actually looks like he gave you the price for a Service Partner Plan customer, which you are notI will, as discussed above, review everything and will get back to you on Monday.Additionally, I wanted to apologizeIt seems, from your email below, you called into the office and were not able to get an explanation to put you at easeI can say that we work out of a flat-rate price book, so there is no way for our staff to break down the pricing without it being arbitraryThey feel like they were met with abrasion from you and did not handle that wellI apologizeI’ve made changes to our processes that will allow me to get involved sooner and hopefully avoid any situation getting to this place.Again, thank you for reaching outIf it’s OK with you, I will follwith you – by phone or email, whichever you prefer – on Monday afternoon at a time that is convenient for youThat will give me time to review the particulars and come up with a plan to put this behind us.Enjoy the rest of your weekend, and I look forward to talking to youBest, Ray H [redacted] General ManagerGo Green Express Home Services After reviewing her account this morning, I called [redacted] at 1:30PM and 4:36PM - at this time I left a message for her to call me back - to discuss her account and see what it would take to rectify this concernIt does not seem, from the information I have available, that we did anything incorrectly and that she did agree to the price before we did the workHowever, as stated above, I look forward the opportunity to discuss the situation further and figure out how to move forward amicably.Following this response, I will email [redacted] again, in hopes to connect with her as soon as possible.Best,Ray H [redacted] GGEHS, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: We continue to be disappointed in the response we’ve received from Go Green Express, as well as the clear disagreement in what led up to this situationSince our last response, we have also been informed that the venting for the downstairs unit is in violation of local building codeThe vent outlet is approximately 20” from a window, but code requires that it be at least 48” from the window.That said, our primary concern at this time is to move forward with the completion of our heating systemsNow that Go Green Express has clarified their offer to complete the project “at cost,” we are willing to explore this option.We welcome the business to provide additional information regarding their “cost” and what would be charged for the completion of the systemWe would also ask for written confirmation that if we agreed to move forward with additional work, any changes required by the building inspector upon inspection would be completed without additional cost.Thank you for your attention to this matterWe look forward to more information In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

To Whom It May Concern:Thank you for mediating this surprising situationWe are sorry to hear that [redacted] felt that it would be best to go directly to the Revdex.com before reaching out to us and letting us know of a concern he hadHere is the correspondence we sent to [redacted] , and we have tried six times since the inception of this complaint to get a hold of him on his telephone.Hello, [redacted] ,? I’m so sorry to hear that you weren’t happy with your experience with our firm.? I’m even more sorry to hear that you felt that going to the Revdex.com before talking to us would be the best course of action? Regardless of what has transpired thus far, it is important to me, to all of us, for you to regain your trust in Go GreenWe are only interested in good, long-lasting business practice that leaves our customers happy? I’m in the process of reviewing your project in its entirety, but in the meantime, I wanted to reach out to you to extend my intention to make this rightIf we did remove a part erroneously that is causing issues with your system, then without any doubt, we will replace itWhat I’d like to do is to get our Service Leader to your house to review and fix this issueWould there be a good time for us to setup a return appointment at your convenience?? I apologize for any inconvenience we may have caused you, and I look forward to the opportunity to make this right.? Very Best,? [redacted] ? ? As you can see from our note, we want nothing more than to review the situation at hand and correct any mistakes that we may have madeIf we removed a part or omitted a part that would cause the unit not to function, then of course we will cover itIf there are other issues that were properly identified, then we would want the opportunity to explain them to our clientWe want to do the right thing.? With some support from [redacted] , I feel very confident that we can regain his trustWe are asking for some communication from him so that we can setup an appointment for our Service Leader to review the installation and subsequently fix any issues that are not up to our standards.? We look forward to hearing from [redacted] ? Thank you, again, for mediating this unfortunate situation, and please do not hesitate to call if you have any questions

I agree that there was a total mis-understanding in this whole process, I do however find it funny how Go Green left out the contract that says in order to continue work they must obtain a signature, what was also left out of their statement was how I told phil if the extra cost was going to be from the vanity install I told him to forget it and that I would do it myselfPhil told me that the extra cost was going to be because I should have been quoted for a repipeAs far as the old exhaust hole nobody said anything to me about having to make another hole until the day of the install, so of course I asked what would happen to the old hole, but I guess that was going to be extra as well to have them fix the old one, they were going to just leave a hole in the side of my houseI did ask to have more work done the original price was and then it was when I agreed with rich to have the toilet and on/off valves installed for the vanity, if they want to say the extra cost is from the vanity that's fineI had made peace with myself and the horrible experience I had with these guys because at the end of the day I got everything done that I needed to have doneMy problem that I have is how I was bullied on the day of the install to sign a contract that states in order to continue work they must obtain a signature, like I said what am I supposed to do with my old boiler sitting in the drivewayMy other problem is them trying to do the same thing later on when I was told that my water pressure was too highKeith and Go Green can call it what ever they want as far as customer satisfaction but the reality and the truth of the matter is, is that Phil stood in my driveway and said to my wife and I that they would give me a 20% discount if I agreed to take down my bad review off of home advisorI wish they were able to admit that what they did was wrong as far as that goes but I guess that's a long shotMy question to you the Revdex.com and to Go Green express is? IS THIS FAIR? IS THIS HOW YOU TREAT CUSTOMERS? HOW MANY OTHER CUSTOMER REVIEWS HAVE THEY BULLIED THEIR WAY OUT OF?I already have had the work done by a licensed plumber for a much more reasonable price then their $estimateMy main objective for all this is to make sure that nobody else gets bullied, strong armed, blackmailed or whatever you want to call it again by this company again and that the customers know how they do business, who knows if they bullied their way out of a bad review before, I would have seen the review and not chosen to do business with these guysI will attach the contract that show on the day of the install that I was pressured into signing in a later email

? [redacted] ? Re: Complaint ID [redacted] ? ? To Whom It May Concern: ? Thank you for taking the time to mediate this complaintAfter thoroughly reviewing [redacted] ’s allegations, it is evident that his concerns are vested in a misunderstanding of the terms of his contractWe originally quoted the customer a price, but adjusted that price after he had requested that we add additional plumbing work to the quoteYou will find this overwhelmingly clear when reviewing the attached documents? [redacted] called our office on June ***, 2016, to request an estimate for replacing his existing natural gas boilerWe dispatched a representative to his house on June [redacted] who quoted a replacement boiler for $8,On June ***, he made the decision to go forward with the replacement, which was adjusted to include additional plumbing work: “Attach[ing] a hot and cold supply of pex [piping] to the sink pipes that are sticking through the wall from the adjoining bathroom (see Attachment 1).” ? On June ***, we sent our Install Manager out to the customer’s house to complete a pre-installation planning visitWe schedule a visit like this for every installation that we complete; it allows us to confirm that the equipment that we’ve sold will work as planned, and that we’ll have all of the required material on the day of the installation to ensure a smooth installationUpon completing this visit, we determined that we would install the boiler in such a way that we would create a new hole in the side of the customer’s house through which we would pipe the exhaust for the boilerThe customer had also alluded to adding some additional plumbing work to the quote; our Install Manager instructed the customer to discuss this additional work with the Lead Technician who was scheduled to complete the installation the following day, as he is a plumber by trade? On June ***, we arrived to complete the installation as we had planned the previous dayThe customer, though, informed our Lead Technician that he wanted to use the existing hole in the side of his house for venting the new boiler?"the hole that the existing boiler was being vented throughDue to the configuration of the new boiler and a significant amount of retrofitting that would be needed in order to adapt the current distribution system to the new boiler, the price of the job was increasedHe had also asked that we add additional plumbing work to the quote ? Upon consultation with the original Salesperson, the customer and our Lead Technician determined that the best course of action would go back to the original scope of work so that there would be no adjustment in the price of that portion of the workBecause of the additional plumbing work, which included the installation of a toilet, vanity, shutoff valves, and new drain, the price of the total project increased by $This was agreed to in writing (Attachment 2)? [redacted] alerted our office to his concerns at 9:11pm on June ***I returned his call that evening and assured him that his satisfaction is our number one priority, but that I was limited with what I could help him out with at such a late hourI promised him that a representative from our office would call him the following morning to work towards a resolution? ? ? The Saleperson who was originally working with [redacted] called him back the following day and san appointment for both he and our Lead Technician to come out and finish up some fine-tuning on the installation and discuss the discrepancies that the customer had about the priceThe team addressed the last few issues with the installation and collected the remaining balance from the customer? We received a call for service on July [redacted] because the pressure relief valve on the recently installed boiler was leakingWe dispatched the same Lead Technician to diagnose the issue the following dayHe replaced the pressure relief valve under warranty and tested the system to ensure proper operation (Attachment 3)? We received a second call for service on July [redacted] for the pressure relief valve issue and again dispatched the same Lead Technician because of his familiarity with the situationUpon completing a more in-depth diagnosis he determined that the customer’s water pressure coming from the municipal water supply was providing water at a pressure that was fluctuating from a pressure to a pressure that was high enough to cause the pressure relief valve to leak waterThe Technician assessed the customer’s plumbing system and determined that he had a pressure reducing valve in place that was not reducing the pressure the way that it shouldIn order to fix this, he left [redacted] with a price to replace the pressure reducing valve and to install a new potable water expansion tank to act as a buffer against the pressure fluctuationIn the interest of customer satisfaction and in consideration the customer’s discontent as evident in a recent online review, we offered to take 20% off of the project (Attachment 4)The customer decided against going forward with the work at that time and was charged a $for the Technician’s diagnostic; this was agreed to over the phone before the appointment took place? As you can see, it is evident that the customer’s complaint is due to a misunderstanding that took place because of changes in the scope of workAt the end of the day, the only additional charges that the customer incurred were due to the additional plumbing work that he wanted completed and agreed to in writing ? While we maintain that there was no wrongdoing on our part, we still intend to offer our customer a resolution in good faith to assist himOur suggested course of resolution is to maintain our offer for 20% off of the additional plumbing work that must be completed outside of our scope of work ($336.78), and to offer the customer an additional year of their service agreement at no additional cost ($313.83)The value of the services that we will be providing the customer will total $? Thank you again for assisting in resolving this complaintI am confident that we will reach a resolution that serves to be beneficial for all parties involvedIf you have any additional questions or concerns, I invite you to contact me via email at [redacted] , or by phone at ###-###-####? ? Sincerely, ? ? ? ? Keith P [redacted] Operations Managers

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Unfortunately, we cannot consider this matter resolved as the proposed solution requires us to contract Go Green Express for additional work, which we do not feel comfortable doing at this timeWe appreciate the time and attention Go Green’s representative has taken to reply to our concerns, there remain significant differences in understanding regarding the series of events leading up to the current situationWhile we may continue to disagree, and understand that Go Green Express is unable to honor our request for the relocation of our attic unit and gas line correction, we do feel it necessary to note a few of the points on which our current perspectives diverge.First, we had not previously received an offer to finish our system at a discounted rate or “at cost,” as mentioned in the business’s responseIn the our final email response from ***, he stated the following:“Would you like to revisit us pricing a job to finish the installation with duct work and in considering the current obstacles you have in mind? I have been in close contact with our General Manager, and I know he would work with you to try to put all of this behind us and make a happy customer.”If this was meant to imply that the company was willing to offer a discount, unfortunately, this was not made clear.Additionally, the discussion regarding the placement of our upstairs unit mentioned a planned bathroomWhile there was a partially installed toilet base left by the previous homeowners at the time of install, we have never had any intention of completing a bathroom in the attic (in fact, the building inspector has required that the partial toilet, which was never connected to plumbing, be removed)Furthermore, the existing toilet was on the other side of the attic, and would not have been an obstacle, even if our intention had been to complete a bathroom.To be clear, the desired location of the attic unit was and remains the space Go Green Express has referred to as a “closet.” This space is insulated, and measures approximately feet across and spans the width of the house, feetThe height of the roof is greater than the space in which Go Green installed the unitWhile they’ve cited size as the issue, we have subsequently been informed by several HVAC contractors that this would have been the best location, and made for a simpler ductwork design.It is our belief that the unit was placed in its current location due to ease of venting, gas supply, and wiring, as it is located directly above the established chase, and close to an exterior wallThis location also requires a more complicated and costly ductwork designWhile we cannot be certain, it seems these factors may have been the company’s primary concerns at the time of install.In regard to the placement of the gas line, the utility chase had been established and planned at the time of installThe condensate line and electrical wiring for the condensate pump were run in the correct locationThe gas line was also run in the correct location as it came out of the attic, but crosses a framing bay before entering the basement through the downstairs floorThe current placement appears to be a mistake, remains a hindrance to completion of an interior wall, and requires correction.Finally, as I mentioned to Go Green Express in previous communication, we did not enter the contract with any knowledge of their concern or hesitation regarding either the timing or partial installation of our systemsHad we understood this, we would not have enlisted their services, as we too would have preferred to take any steps to avoid our current situationWhile we are disappointed to find that we remain unable to resolve this matter, we appreciate the Revdex.com for providing this platform to document our concerns, and Go Green Express for offering their perspective
Sincerely,
*** ***

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To Whom It May Concern: Thank you for your continuedsupport in addressing this complaint. As per our standard operatingprocedure, we have submitted a release form to *** *** for her to completeTheform was emailed on August *** and mailed the following dayOncethis form is completed and returned to our office, we will immediately processher refund. If you have any additionalquestions or concerns, please do not hesitate to contact me. Respectfully, Keith P***Operations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
We continue to be disappointed in the response we’ve received from Go Green Express, as well as the clear disagreement in what led up to this situationSince our last response, we have also been informed that the venting for the downstairs unit is in violation of local building codeThe vent outlet is approximately 20” from a window, but code requires that it be at least 48” from the window.That said, our primary concern at this time is to move forward with the completion of our heating systemsNow that Go Green Express has clarified their offer to complete the project “at cost,” we are willing to explore this option.We welcome the business to provide additional information regarding their “cost” and what would be charged for the completion of the systemWe would also ask for written confirmation that if we agreed to move forward with additional work, any changes required by the building inspector upon inspection would be completed without additional cost.Thank you for your attention to this matterWe look forward to more information
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Unfortunately, we cannot consider this matter resolved as the proposed solution requires us to contract Go Green Express for additional work, which we do not feel comfortable doing at this timeWe appreciate the time and attention Go Green’s representative has taken to reply to our concerns, there remain significant differences in understanding regarding the series of events leading up to the current situationWhile we may continue to disagree, and understand that Go Green Express is unable to honor our request for the relocation of our attic unit and gas line correction, we do feel it necessary to note a few of the points on which our current perspectives diverge.First, we had not previously received an offer to finish our system at a discounted rate or “at cost,” as mentioned in the business’s responseIn the our final email response from ***, he stated the following:“Would you like to revisit us pricing a job to finish the installation with duct work and in considering the current obstacles you have in mind? I have been in close contact with our General Manager, and I know he would work with you to try to put all of this behind us and make a happy customer.”If this was meant to imply that the company was willing to offer a discount, unfortunately, this was not made clear.Additionally, the discussion regarding the placement of our upstairs unit mentioned a planned bathroomWhile there was a partially installed toilet base left by the previous homeowners at the time of install, we have never had any intention of completing a bathroom in the attic (in fact, the building inspector has required that the partial toilet, which was never connected to plumbing, be removed)Furthermore, the existing toilet was on the other side of the attic, and would not have been an obstacle, even if our intention had been to complete a bathroom.To be clear, the desired location of the attic unit was and remains the space Go Green Express has referred to as a “closet.” This space is insulated, and measures approximately feet across and spans the width of the house, feetThe height of the roof is greater than the space in which Go Green installed the unitWhile they’ve cited size as the issue, we have subsequently been informed by several HVAC contractors that this would have been the best location, and made for a simpler ductwork design.It is our belief that the unit was placed in its current location due to ease of venting, gas supply, and wiring, as it is located directly above the established chase, and close to an exterior wallThis location also requires a more complicated and costly ductwork designWhile we cannot be certain, it seems these factors may have been the company’s primary concerns at the time of install.In regard to the placement of the gas line, the utility chase had been established and planned at the time of installThe condensate line and electrical wiring for the condensate pump were run in the correct locationThe gas line was also run in the correct location as it came out of the attic, but crosses a framing bay before entering the basement through the downstairs floorThe current placement appears to be a mistake, remains a hindrance to completion of an interior wall, and requires correction.Finally, as I mentioned to Go Green Express in previous communication, we did not enter the contract with any knowledge of their concern or hesitation regarding either the timing or partial installation of our systemsHad we understood this, we would not have enlisted their services, as we too would have preferred to take any steps to avoid our current situationWhile we are disappointed to find that we remain unable to resolve this matter, we appreciate the Revdex.com for providing this platform to document our concerns, and Go Green Express for offering their perspective
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I was instructed to sign, notarize, scan and return the release by email, which I did on August **It appears that this company is awaiting the release to arrive in the US MailI have just put the hard copy in the mail today, August **
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
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*** *** *** To Whom It May Concern: Thank you for taking the timeto mediate this situationIt is regretful that *** *** has resorted tocontacting your office to resolve her complaint, as she contacted our officealmost immediately after her appointment and we assured her that we would resolveit. On July ***, ***
*** contacted our office and requested service for an inoperable air conditioningsystem and san appointment for Friday, July ***Wedispatched Jared, one of our lead service technicians, to *** ***’s housewho diagnosed the issue as a malfunctioning contactorJared proposed thereplacement of the contactor to which the customer agreed, in writing, to theprice quotedJared completed the repair and got the customer’s unit up andrunning. As *** *** brings up inher complaint, the contactor that was replaced was under warranty from themanufacturer and the price of the component should have been deducted from thejobThat being said, *** *** contacted our office and informed us of thisalmost immediate after the work was completed, and we assured her that we wouldprocess a refund for her as soon as the warranty was processed through themanufacturer; after all, we are required to pay for the part up-front and areonly issued a credit for it once the manufacturer authorizes and approves thewarranty claim. Putting the warrantycomponent aside, *** *** is demanding a refund for services that wereprovided fairly and completelyThe charges were explained up front and thecustomer signed to both agree to the work and signed to acknowledge thecompletion of the workWhile we maintain that our charges accurately reflectthe service that we provide, which includes trained and licensed technicians,insured and bonded work, 24-hour service, warranties, and superior customerservice, we will issue a refund in the interest of customer satisfaction. If you have any additional questionsor concerns, please do not hesitate to contact me. Respectfully, Keith P***Operations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

I agree that there was a total mis-understanding in this whole process, I do however find it funny how Go Green left out the contract that says in order to continue work they must obtain a signature, what was also left out of their statement was how I told phil if the extra cost was going to be from the vanity install I told him to forget it and that I would do it myselfPhil told me that the extra cost was going to be because I should have been quoted for a repipeAs far as the old exhaust hole nobody said anything to me about having to make another hole until the day of the install, so of course I asked what would happen to the old hole, but I guess that was going to be extra as well to have them fix the old one, they were going to just leave a hole in the side of my houseI did ask to have more work done the original price was and then it was when I agreed with rich to have the toilet and on/off valves installed for the vanity, if they want to say the extra cost is from the vanity that's fineI had made peace with myself and the horrible experience I had with these guys because at the end of the day I got everything done that I needed to have doneMy problem that I have is how I was bullied on the day of the install to sign a contract that states in order to continue work they must obtain a signature, like I said what am I supposed to do with my old boiler sitting in the drivewayMy other problem is them trying to do the same thing later on when I was told that my water pressure was too highKeith and Go Green can call it what ever they want as far as customer satisfaction but the reality and the truth of the matter is, is that Phil stood in my driveway and said to my wife and I that they would give me a 20% discount if I agreed to take down my bad review off of home advisorI wish they were able to admit that what they did was wrong as far as that goes but I guess that's a long shotMy question to you the Revdex.com and to Go Green express is? IS THIS FAIR? IS THIS HOW YOU TREAT CUSTOMERS? HOW MANY OTHER CUSTOMER REVIEWS HAVE THEY BULLIED THEIR WAY OUT OF?I already have had the work done by a licensed plumber for a much more reasonable price then their $estimateMy main objective for all this is to make sure that nobody else gets bullied, strong armed, blackmailed or whatever you want to call it again by this company again and that the customers know how they do business, who knows if they bullied their way out of a bad review before, I would have seen the review and not chosen to do business with these guysI will attach the contract that show on the day of the install that I was pressured into signing in a later email

To Whom It May Concern:Thank you for mediating this surprising situationWe are sorry to hear that *** *** felt that it would be best to go directly to the Revdex.com before reaching out to us and letting us know of a concern he hadHere is the correspondence we sent to *** ***,
and we have tried six times since the inception of this complaint to get a hold of him on his telephone.Hello, *** ***, I’m so sorry to hear that you weren’t happy with your experience with our firm. I’m even more sorry to hear that you felt that going to the Revdex.com before talking to us would be the best course of action Regardless of what has transpired thus far, it is important to me, to all of us, for you to regain your trust in Go GreenWe are only interested in good, long-lasting business practice that leaves our customers happy I’m in the process of reviewing your project in its entirety, but in the meantime, I wanted to reach out to you to extend my intention to make this rightIf we did remove a part erroneously that is causing issues with your system, then without any doubt, we will replace itWhat I’d like to do is to get our Service Leader to your house to review and fix this issueWould there be a good time for us to setup a return appointment at your convenience? I apologize for any inconvenience we may have caused you, and I look forward to the opportunity to make this right. Very Best,
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*** As you can see from our note, we want nothing more than to review the situation at hand and correct any mistakes that we may have madeIf we removed a part or omitted a part that would cause the unit not to function, then of course we will cover itIf there are other issues that were properly identified, then we would want the opportunity to explain them to our clientWe want to do the right thing. With some support from *** ***, I feel very confident that we can regain his trustWe are asking for some communication from him so that we can setup an appointment for our Service Leader to review the installation and subsequently fix any issues that are not up to our standards. We look forward to hearing from *** *** Thank you, again, for mediating this unfortunate situation, and please do not hesitate to call if you have any questions

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? ? ? ? ? ? ? ? ? ? ? *** ** ? To Whom It May Concern:? First off, we would like to thank *** *** for acknowledging the time and attention we are spending to rectify this situation in a way that our client is happyIt is important to us to do what we can, within reason, to make this right in her eyes? Obviously, since this dialogue is setup to encourage a resolution for all involved, we were surprised to hear that *** *** felt it necessary to chargeback her credit card for seven thousand dollarsWe will undoubtedly dispute this and provide our processor with all the necessary signed and executed documents, but we are all still hopeful that this can come to a less contentious conclusion.? We would like to respond to the assertion that the previously proposed solution requires the client to contract our servicesTo be clear, we are not requiring them to contract us again, but in the interest of getting to a reasonable resolution, it was a viable option in a situation that realistic settlements seem scarce? Since there was an obvious communication lapse in our Installation Manager’s letter to this client the first time around, we want it to be clear -- and believe that our previous Operations Manager made this clear on a phone conversation before we got to this point -- that it is our intention to offer to finish this job at costI hope there is no longer any confusion on that.? As for the continued discussion of the placement of the upstairs unit, we can only go by what we were told while onsiteThis also leads us to mention something that was intentionally omitted from our first response: the General Contractor (GC) for this job, who is also *** ***’s husband, we believe, is also the home ownerWhen we requested plans or blue prints, there were noneAdditionally, when we were making installation decisions, we did so with ***’s blessing, as the GC of the project and one of the owners of the home, and we had no reason to believe that there were communication issues between the two home ownersAt this point, it is becoming increasingly clear to us that the two home owners may not have been on the same page, and we are sorry for this fact but believe it was out of our controlHad we spoken to *** *** before the installation was complete, and had we known the entirety of their situation, we would have requested that she be onsite, or at least kept in the loop, on the decisions we were making togetherThis typically isn’t necessary, but if it was something we needed to do, we would have.? Circling back to the desired placement of the attic unit, we will reiterate the same thingWe do not believe that the 5’x24’ space is a responsible location when considering the future servicing of the unit, the future duct work project and installation limitationsRegardless, this is a decision that we made, together, with the GC when we were onsiteAs for where we did place the unit, to reiterate, we should be clear is that we chose the best placement, in our experienced and professional opinion, for the job in its entiretyThere was no chase at the time of our installation, and we chose the placement, with ***, considering the ductwork, as well.? Additionally, there should be no misunderstanding to this point: the location of the gas line was chosen by *** specifically.? To expand on this, the gas line was run on January ***, and it wasn’t mentioned to us that it was a problem for many months after we completed the jobWhile we are not privy to the other parts of this project, it seems that there may have not been a clear plan in place.? The last statement we would like added to the record is that the house, from the time we were contracted until we were finished, was approximately 80% guttedPlans would have been crucial*** *** mentions that “we did not enter the contract with any knowledge of their concern or hesitation regarding either the timing or partial installation of our systemsHad we understood this, we would not have enlisted their services, as we too would have preferred to take any steps to avoid our current situation.” While we would take culpability if this was the case, we strongly do not feel this to be soWe went out of our way to make it known to the GC that we did not feel comfortable with the situation in its entiretyWe even went out of our way to rewrite an entire contract because of this, which is easily available, fully executed, and completed in writing and in spirit.? At this point, we have spent most of our time rebutting the claims from *** ***From our perspective, we have gone above and beyond for this client and took a loss on a job in hopes of keeping a customer happyThe delays by the client caused us major mobility issues that resulted in said lossThese details were omitted initially for brevity and the fact that we are committed to come to a reasonable resolutionWe feel strongly that a rebate deadline, unpreparedness and an incomplete plan, that were outside of our direct control, caused the issues that are written above ??" not negligence or improper installation on our part? In conclusion, we want to suggest a solution to this dilemma but are struggling to find an appropriate concession for us to makeA refund of monies is not appropriateIt doesn’t appear that the client is interested in contracting us for future work, nor do we want to continue in a relationship with a customer that we will never satisfyAs promised, if that is the route that they would like to go, then we will do that? We will continue our dialogue with *** *** until this situation is complete, but the fact remains that we were contracted for a project and completed that project in its entirety in both writing and in spiritIf there is a more reasonable suggestion that the client would like to make, then we will listen and respond? Thank you, again, for mediating this situation, and we look forward to hearing from *** *** and a resolution for all