Green Country Service, Inc.

"Everything looks fine, you really don't need to have anything done". How many times has a homeowner heard that? [redacted] with Green Country Service Heating and Cooling completed a thorough inspection of the duct work and shared photos with an explanation of the findings. I would not hesitate to recommend this firm and it would be the first to contact should I require HVAC services.","pos-1

I was in a jam with my ac. It went out on the day of a big party at my home. I was able to get a tech out the same day. He got straight to the issue and got the house cooking again. I am very thankful I called them. ","pos-2

Green Country HVAC caused damage to our home and preformed a severely inadequate job on several occasions. Damage to walls. Inadequate work preformed. 1/22/15 preformed an in home service and damaged walls, disgracefully caulked area where they worked, and did not disclose the damage they did downstairs before leaving premesis.Desired SettlementRefund of monetary charge for most recent visit, and a written apology acknowledging the error in this business practice. Repair of the damage done will cost additional money out of our pocket beyond the thousands already spent on full system replacement.Business Response /[redacted]/Contact Name and Title: [redacted] ManagerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@6andfix.comI was shocked to hear that this inadequate work was done by one of our technicians. He should had notified you and me at the time this happens instead of trying to cover it up. This is not the standard that is taught with in our company. We will have the sheet rock repair at no charge or if it has been repaired we will gladly reimburse for the work that was completed. I am very sorry that this had happened and please let me know how we can get this resolved so that you are 100% satisfied.

When we purchased the $11,400 furnace and a/c unit it came with a 100% money back guarantee. After 9 service calls in 3.5 months, they won't honor it[redacted] at Green Country sold us a new Coleman furnace and air conditioner for $11,400. The contract included a "100% Satisfaction Guarantee or 1-year money back guarantee." From the very first time that the unit was used, it began failing. On Green Country's first service call, the technician said he didn't have the tools to fully diagnose the unit and it looked fine to him. When the unit failed again and we placed another service call, the technician replaced a controller board in the unit. When the unit continued to fail, the technician on the third service call insulated the condensation drainage line. On the fourth service call (yes, the unit still fails), the technician said the problem was a loose screw. On the fifth service call, the problem was the condensation line again so that was reinsulated. On the sixth service call, the service manager ([redacted]) came out with the technician and their diagnosis this time was that there was a small hole that was causing the problem and which was now patched. On the seventh service call, they pretty much just threw up their hands. The eighth and ninth service calls have been about the same.After the failure of the sixth service call that included the service manager coming onsite, I asked for Green Country to honor the contract. It was clear that they couldn't properly service the unit, so let's get it removed and part friends since they clearly didn't have a satisfied customer.Green Country now wants to bring a Coleman representative onsite as well. I'm fine with Coleman looking at the unit so that Green Country can learn to install and service the next one properly. What I'm not fine with is continuing to have this unit in my house, just waiting until the next failure so that I can spend my time babysitting technicians while they take nine service calls to solve one problem. They clearly don't know how to install or service the Coleman equipment.To date, Green Country has been unwilling to honor their written "100% satisfaction guarantee or 1 year money back guarantee" contract. In all, there have been at least 50 individual failures in the 3.5 months that the unit has been operating. We consider ourselves lucky when we get a whole week without a failure and have stopped calling Green Country when each failure occurs because they clearly can't correct the problem.Desired SettlementI have no faith in the ability of this company to provide service on this unit in the future. I want them to honor their written contract, remove the unit, and give me my money back. I'll gladly go through the pain and expense of finding an alternative after its removed.Business Response /[redacted]/Contact Name and Title: [redacted] Service ManagerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@callgreencountry.comThis complaint was filed during this our process of honoring the guarantee and at no point did we or Coleman ever say we were not honoring any guarantee(s). We and Coleman are honoring the guarantee. We understand the frustration that occurs when a brand new unit (a mechanical item) intermittently has a very rare and unusual false error. We have responded same day to every service call that has been placed for this error that continues to be displayed on the thermostat. This error has not resulted in the unit to not heat, just shut down for a few minutes and then run perfect. Every service call that we were out on, we found that the unit was heating at time of arrival and ran perfect when we were there. The only evidence of the errors were by going back thru the log. we made every attempt to correct it this error. Once Mr. [redacted] requested the unit to be removed, we immediately were trying to have the Coleman field tech to come on site to examine this unit to see why this fault was occurring. Mr. [redacted] at that time was not available for a few weeks. Also Mr [redacted] was being difficult on understanding why we had to have the coleman filed technician out. We explained this guarantee is thru Coleman not us and that this is the process for Coleman to complete their guarantee. Once we finally receive authorization from Mr [redacted] to have the Coleman field tech examine the system, we made the visit. The Coleman field tech found absolutely nothing wrong with how we installed the system, how we serviced the system and how the system was set up. The issue was internal of the furnace and the system control had some kind over internal control failure, like a glitch in the programming.Now that process has been completed, Coleman is providing us the refund and will be allowing us to remove the unit as stated in our guarantee. We are in the process of getting the date of removal completed. We apologize that this was not a good experience, however it was out of our control and nothing wrong with our installation. We are Coleman's #1 installation and service dealers in North Carolina and both us and Coleman has never experienced the issue like this with a unit. The unit always heated but just displayed a false error codes at random times. The guarantee(s) we have are in place to protect the consumer and we are doing exactly that by honoring the guarantee for this case.