Greenway Home Services

Our whole experience with Greenway from the technician that came for the original assessment of the fridge to the installation & repair of the necessary part was wonderful. Jeff S[redacted] was our point of contact & could not have been more professional & courteous. Great job Greenway. Would definetly call on them again if needed! ","pos-71

GAVE 12 TO 5 WINDOW. DID NOT SHOW-UP AT 5PM. I CALLED. SAID THEY DID NOT KNOW WHEN HE WOULD GET TO ME TO FIX AIR-CONDITIONING. MY HUSBAND AND I WERE TOLD ON 4-24-16 THAT GREENWAY WOULD BE OUT TO FIX OUR AIR-CONDITIONING ON TUESDAY, APRIL 26, 2016 BETWEEN 12 NOON AND 5PM. HOWEVER, AT 5PM ON 4-26-16 THE TECHNICIAN DID NOT SHOW, AND I DID NOT RECEIVE A CALL STATING HE WOULD BE LATE. I CALLED GREENWAY AND WAS TOLD I SHOULD HAVE RECEIVED A STATUS UPDATE CALL BETWEEN 1 AND 2PM, BUT SHE SAW THAT I DID NOT RECEIVE ONE, AND SHE DID NOT KNOW WHY. BUT, I WAS THE NEXT PERSON ON THE LIST, BUT GREENWAY DID NOT KNOW WHAT TIME THE TECHNICIAN WOULD GET TO MY HOME. I TOOK OFF WORK, AND THEY DID N0T CARE. THEY SAID THERE WAS NOTHING THEY COULD DO. THEY WERE VERY NONCHALANT AND UNCARING. [redacted], THE GREENWAY SUPERVISOR SAID ALL I COULD DO WAS WAIT FOR THE TECHNICIAN. THERE WAS NOTHING ELSE THAT COULD BE DONE. SHE WAS VERY UNCARING.Desired SettlementI WOULD LIKE MY $100.00 DEDUCTIBLE FEE WAIVED TO COUNTERACT THE 5 HOURS I MISSED FROM WORK AND FOR THE EXTRA TIME I HAD TO WAIT FOR THE TECHNICIAN. IF I HAD RECEIVED THE STATUS CALLED, I COULD HAVE STAYED AT WORK. Business Response Hi Ms. [redacted]. You are 100% correct, you should have received a status call somewhere between 1-3 pm to give you some sort of idea of where you are in line. Unfortunately, we do have a lot of new staff in our customer service department and this is the start up season for AC and their first experience with it. I will address all of your concerns and will be happy to pay for your co-pay to your warranty company.

Lack of Service DeliveryMy dryer was to be serviced by Greenway by way of [redacted] on Wednesday, Feb 24th. On that day, the technician didn't have the part needed but I still had to pay the deductible of $100 for the "diagnosis". Diagnosis? I already knew what was wrong with the dryer. That Friday, I received a call that the part came in. Knowing that the tech worked Saturday, I wasn't given priority even though I had paid the deductible and pleaded to fit me in. I had to schedule for Monday the 29th (second time having to take off from work). On Monday the 29th, the tech came by and discovered that the wrong part was shipped and told me that it would take another 3-5 days to order the part and get it in. Please note that I am not blaming the technician. During this week of waiting, I received NOT ONE call from Greenway with not even an apology let alone some type of concession; I had to call on Wednesday, March 2nd to simply get an update. Finally, on Monday, March 7th, Greenway called just to set up another appointment. Another day that I would have to take off from work! By that time I had schedule for another company to come out to service my dryer who, in fact, FIXED IT ON THE VERY FIRST VISIT!!Desired SettlementFor my multiple times having to take off from work and being inconvenience for your company's multiple mistakes, you could at least refund my deductible. Seriously, if this happened to you, neither you nor your family would have stood for such awful treatment. Business Response Unfortunately, there are certain requirements your warranty company requires. One issue the vendor (Greenway) has to diagnose the problem and cannot order a part off of a customer's diagnosis. The copy the customer is requesting is actually his warrantee company's required co-pay for service when a work order is placed through them.

I seem to always get prompt service from Greenway and they do a good job. I have never found them to be dishonest about anything and they always tell me if I need to watch out for something or if something needs to be done right away. I had Scott out to service our air system for the first floor and he arrived promptly and was very neat about keeping things clean. My air is working great now thanks to Greenway Home Services. I also got a call from Laurie in the office following up to make sure everything was fixed and that I had been pleased with the service. She was so nice that I felt like I was talking to my sister or a friend. I am a happy customer.","pos-1

I have been a customer of Greenway Home Services for years. I just had a wonderful experience with an appliance technician that repaired my GE Electric flat top range. The oven control panel had failed and the technician identified the issue, ordered a part and promptly came back to install the new panel. That is expected.
What was Special Manny was very respectful, friendly, supportive, competent and well informed. I loved dealing with someone that I believed to have the knowledge of the product and quickly identified the issue and corrected the problem. Thank you so much.
Manny Maurice J. ","pos-10

I highly recommend Greenway Home Services for your repair needs. They have excellent customer services, and I enjoyed talking to Laura F[redacted] in that department. Chris was assigned to my residence, and he did an excellent . Greenway Home Services staff maintains a professional demeanor. I appreciate their excellent job performance.","pos-15

Wendel was very great an professional great call on him anytime","pos-16

Greenway did an excellent job re-balancing our dishwasher and fixing a burner knob on our stove top. The technician noted that the dishwasher did not display a model number and it would be difficult to match the utensil basket, which needed to be replaced. Later that day the technician called me and said he saw a similar dishwasher on his next call. He thought it was the same as mine and gave me the number so that I could order the basket. Greenway called the next day and said my insurance would cover the cost of the basket and that they were ordering it for me.
This was excellent service. ","pos-80

Lucas N[redacted], Greenway Home Services, provided a very courteous, professional and effective service in inspecting and cleaning both of our home's heating units. A very important safety step especially for older units. It also helps in lowering heating costs during winter time. Thanks Lucas.","pos-93

Greenway Home Services always gives me great service. Their technicians are always friendly and knowledgeble.","pos-2

Andre with Greenway Home Services was absolutely fantastic. Very professional, polite, and thorough. ","pos-5

Good service.","pos-62

I placed a call to [redacted] on 1/26 and Greenway responded on 1/27, which was within the 24 hr timeframe required by [redacted]. The Technician, Victor S[redacted] was knowledgeable in addressing the heating issue. I was given prior notification before he arrived at my home alerting me he was on his way. He was professional and explained to me thoroughly the problem caused matter and the resolution. I had a good experience with Greenway.","pos-67

The service was great...The technician did an excellent job and in a timely manner. He kept me informed on the process..Very good job!!","pos-24

We recently used Greenway Home Services and had a very pleasant experience. Rod was the tech and he arrived promptly and repaired (replaced) a relay component in the thermostat to our furnace. He was very professional and friendly. We will not hesitate to use Greenway again, when the need arises!
J N[redacted], Midtown Memphis","pos-42

Great service! ","pos-47

I was having trouble with my dyer , it stop working, Manny explain the problem to me , He didn't just fix it & say your done
Thanks M[redacted] with Hreenway shone zservices","pos-49

Wonderful, Preston the service Tec was polite and knowledgeable, fixed problem in no time and Laurie called me after service to follow up. This company is the real deal. Great people. ","pos-97

Failure to deliver on any repair promises.Called 6/19/15 for A/C Repair service as no call proactive call had been made. Was told they were unable to communicate with home warranty (AHS) and it was not their problem. Established a service time for 4 days later (6/23/15 between noon ans 5). Tech did not arrive until 7pm. Tech left before checking unit fully checking unit. Unit had fan motor out. Customer called Company, but closed. No reply on emergency line. Tech promised he would be back the next day. Customer asked to disassemble machine and get part numbers for tech. No proactive call from Greenway. Customer called to check on repair and told it would not happen until the next day. Customer encountered a series or rude responses to request to have Greenway honor repair time given.Desired SettlementHonor commitments made on repairs.Business Response AHS was having several companies nationwide that were having immense trouble receiving dispatches sent from AHS. That is correct. We spent countless hours trying to resolve this for more than 8 days.Appointment time was 12-5 on 6/23. Homeowner was kept in the loop with where they were on the schedule at 150 pm and 456 pm that afternoon and informed that we were running behind. Technician did fall behind and arrived at 630 pm (according to his in vehicle GPS). Unfortunately there is absolutely no way to predict how long each service call is going to take.Homeowner did have a failed 1/4 hp condenser fan motor and technician did promise to return as soon as possible. Typical process is motor is ordered the next morning and it can take anywhere from 2-3 business days for a part to come in and then appointment times are made once part has arrived. AHS Memphis market was experiencing extremely high call volume.We are currently investigating the non reply to emergency tech line. That is highly unusual and we will address that with our vendor.After fan motor was replaced, there appears to be a problem with the compressor. Greenway will make a concession on the non covered items associated with that install. Please contact customer relations [redacted] to discuss. Her direct line is XXX-XXX-XXXX.Consumer Response Greenway has made new commitment to fix our equipment. It is still not fixed but we are pleased with current status. please withdraw the complaint.

Greenway's technician, Russell, was very professional in appearance, demeanor, and he showed his competence by diagnosing the problem, having a part ordered and returning to my home to install it with a seamless, smooth operation. ","pos-9