Greenway Home Services

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.

Dusty, the plumber from Greenway was excellent. I had a minor problem, but it greatly impacted me as my father is in the hospital and I had to coordinate his care along with my work and getting hot water for showers!
Greenway was very quick to respond and also to work with me as my hospital duties changed the schedule for repair.
Dusty was efficient, called before showing up, properly assessed the problem, and fixed it at the earliest time possible. I especially appreciated his respectful attitude.
","pos-90

Prompt, courteous service. Technician, Eric A[redacted], was a pleasure and extremely thorough and professional.","pos-75

The technician was on time and knowledgeable. He did not have the part with him but managed to find it within 30min. Excellent service!","pos-55

We were very pleased with the service we received from Greenway. They arrived within the window of time and a courtesy call to us 30 minutes before arrival..The technician diagnosed the problem, and spoke to us before continuing with the service, giving us the cost, etc.
It was a very pleasant and professional experience.
Thank you.","pos-52

Jason was the tech who came to service my AC..very straight forward and professional..Also a pleasure talking with Laurie from customer service who was doing a follow up on my service call..great experience all the way around. Thank you","pos-43

Fred came out to look at a leak. He was professional and easy to understand. He listened and was very helpful. I felt as though he was fair and very informative. We are new to the area and I'd use them again for sure.","pos-66

They were very very good. Showed up on time and was very courteous. He knew what he was doing, we are extremely pleased with Greenway Home Services and their staff.","pos-14

Jeff S[redacted] was the tech that came to home because we had a stove electrical panel in need of repair, he was very professional in our opinion he is a great assess to your company, it has been a pleasure doing business with him and your company. Thank you Mrs. V[redacted] & Mr. Odes S[redacted] ","pos-53

I scheduled a service call with [redacted] on 6/16 for an AIR Conditioning repair on 6/19 from 8-12. She entered the wrong time.[redacted] scheduled me for 12-5,which was incorrect. This has happened multiple times in the past when I've used their company. The service schedulers seem to be incompetent and poorly trained. The person I spoke this morning said there were no managers available and that there would not be any until 9am, leaving poorly trained people to work without supervision. Desired SettlementCorrect the problem. Arrive within the time frame I scheduled. Business Response Upon arriving at work, I returned Mrs. [redacted]'s phone call and explained to her that the representative [redacted] she scheduled with was a new representative with Greenway and had made an error in the system. I apologized for this and told Mrs. [redacted] that we would be getting the technician to her home as quickly as we could. I also reviewed the error with [redacted] for training purposes to prevent further issues like this from occurring. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Further training be serve beneficial for all involved in customer relations.

I moved to Memphis in 2006 and Greenway has handled several service calls at my home during that time. The problems were fixed in a timely manner by professionals. What's not to like?","pos-78

I've have never been disappointed with Greenway's service. They are prompt, and will explain as they go what is wrong with washer,dryer, etc. Their customer service is wonderful. Amanda was so sweet and we have become friends which I love. Customer Service can make or break a company, and with her on board, they will be fine. Joel too, was a great Tech. and will ask him to make all future calls that I may have. Thanks for your service.
","pos-57

Greenway installed our heating and air conditioning units last summer. They came to do the maintenance on our units at the change of the seasons for winter and spring and they did it without any disruption to our schedule. They are friendly and efficient. They offer competitive pricing and they are very knowledgeable about their products as they compare to other company's products. I definitely recommend them.","pos-48

I had my refrigerator and dishwasher repaired. Ben did a great job. ","pos-39

Does not honor time that is scheduled in the system. Arrived several hours ahead of schedule and then left.Since Saturday, March 28th, the technician has dishonored the time scheduled for services. I was initially guaranteed a service time of 8am on 3/28 because I was the 1st to schedule. The technician didn't arrive to the warehouse until after 9am. At that time I rescheduled for 3/30 between 12-5, and the technician called multiple times all of which were hours before the actual appointment. [redacted] at the home office said he would be able to do the job between 3-5 and would call 30 minutes prior to arriving. He didnt. I had to call at 3:20 to check his location only to find that the technician had come and gone without any notice.Desired SettlementTo meet appropriate scheduling times.Business Response Our scheduling windows are 8-12 and the customer was scheduled for a 2-3 hour install for first call. After picking up installation materials, our first time to contact the customer was approximately 9 am and the call was rescheduled for Monday 3-7. According to GPS installed on truck, technician was at home at 310 pm on Monday with no one home. After leaving, homeowner called in at 4:03 pm and technician was re-dispatched to the home to complete installation.Consumer Response The matter has been resolved.

Always pleased with Greenway Services. So pleased that [redacted] now uses their services for home repair. I have deal with many area and have found all technicians knowledgeable in their areas. Sure makes for customer satisfaction!","pos-41

The Greenway Technician called ahead to say he was on is way. He arrived about 15 minutes later, called again and said he was the door. He introduced himself ; told why he was here. I showed him where every thing was located. I watched what he was doing and he displayed he knew what he was doing. we exchanged questions. I asked about long term filter. I was getting a lot of dust settling in the rooms on the west side of the house and that I shown him the dust on the furniture when he goes down stairs. He went about checking everything out in a professional manner. I thought he was very thorough . I guess we both forgot to bring up the dust question again. I'll need to get an answer to that; the filter looked pretty clean, the furniture was very dusty. ???
I believe the Tech's name was Mitchell. I'll give him a 10. I should have followed
up on my own question. ","pos-36

The technician was very knowledgeable and friendly. We have used Greenway for quite a few years and have been thoroughly satisfied with their service.","pos-95

We recently had our semi-annual maintenance performed on our heating/air system. Scott was our technician and as is usual for all of the technicians we have had from Greenway, everything was done professionally. Thanks for hiring the best.","pos-33

Was charged a "flat rate" of $115 on top of a $79.95 service fee, $8 part making the total cost of a 10 minute job $194.95. I would not have used themI would not have used [redacted] had I known there was a $115 flat rate for a 10 minute job. It was deceptive. The service tech could not give me an honest break down of why I was being gauged.Desired SettlementI want an explanation of charges before I pay for the work. Business Response We use a national flat rate guide that calculates pricing similar to what a auto repair shop would use. This is to protect the consumer and the service company. However, in this situation we have no problem reducing the invoice amount as Ms. [redacted] has been a long term customer and we appreciate her business.