Greenway Home Services

The company has refused to honor their warranty for a product sold to me.On May 27 2010 I paid $1800 cash for an ac/heating unit from Greenway ac/heating which was a replacement for my original unit after the flood of 2010. The unit went out on May 20,2016 right before the warranty was due to expire.I contacted the company(Greenway) on May23,2016 whom sent out a repair man on the 23rd. The repair man informed me that my compressor was no longer working and that I would need a replacement but that my unit was still under warranty and therefore would be replaced at no charge to me. In further conversations with the company it was determined that my unit was in fact 7 years old although it was sold to me as brand new in 2010,which means it was sitting around in a warehouse for two years before it was installed at my home. The company has given me the run around since then,having me to leave messages on answering machines. I am a senior citizen living alone with no air or heat due to this company.Desired SettlementThat Greenway replace my unit with a new one in honor of my original warranty.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@greenwayllc.comMs. [redacted], I would like to apologize for the misunderstanding with your warranty. The manufacturer warranty begins at the time of installation. You're a/c unit, which was a brand new unit at the time of installation, comes with a 5yr manufacturer warranty, which did expire May 2015, 5 years after the date of installation. This warranty is out of our control, it is issued by the manufacturer. Regardless of the manufactured date of the equipment, the warranty begins at the installation date. I would also like to apologize that you feel you have received a run around by our office staff, with having to leave multiple messages. However, I do know we have been in contact with your son on several occasions, [redacted], who told us he was handling this situation on your behalf. If we can be of further assistance please call our office. We look forward to serving you in the future.

I absolutely love this company. I have used them multiple times in the past 9 years and they are always so knowledgeable and always very helpful. I am always given different options which makes me feel like they are genuinely there to help me. I definitely recommend them to anyone needing work done!","pos-87

Jonathan is great","pos-82

Extremely satisfied services","pos-23

Our technician, Justin G[redacted], was knowledgable, informative, and most pleasant. He did a thorough job and pointed out safety concerns. He is a fine representative for Greenway Home Services and we would welcome him back for any future services at our home. ","pos-99

I am a user of American Home Shield and they use Greenway Home Services for many of their repair projects. I called Greenway for an appointment related to a dishwasher problem I was having and they set up an appointment and promised the technician would call me before he came. when I didn't get a call, I called Greenway and asked what was going on. They said my appointment was not scheduled until a day later. I disagreed and the agent/Manager said she'd listen to the taped call and get back to me. I was right and she sent a technician to my house late that afternoon.
his name was Jeff S[redacted] and he was very polite and resolved the problem promptly.
","pos-98

Kept his appointment and in jammed the disposal in less than a minute. Gave us an Allen wrench if it should happen again. He gave us good service.","pos-89

Recently, during a cold wave, our heater motor gave out. Greenway was quick to get us on the caldendar and to repair our unit by the next day. Aldo, the service tech, was a skilled and able, representative of the company.","pos-60

I can always rely upon Greenway Home Services to provide excellent, prompt service. I've been a loyal customer for years, and I highly recommend Greenway to my family and friends. ","pos-85

Terry done a very good job in fixing My refrigerator was a very good professional job that he done and is working real well now","pos-7

Russel was fast, kind, and knowledgeable. He fixed my microwave and ice maker in 20 minutes. ","pos-79

I just wanted to say that I was really impressed when Fred, one of the managers came out on a Sunday to get us a new water line so we could have some water. We wasn't scheduled until Monday. It was a blessing for us. He did it by himself in one day and we had water by the afternoon. ","pos-73

Great customer service!! Friendly, knowledgable and very informative !!","pos-72

The tech Drew F[redacted] did a great job. He was prompt and called when he was on the way as promised. I am please with the service performed. ","pos-22

Failed to clear plumbing line and thus recommended camera work, next company cleared it with a simple snake but I had to pay for camera work.On March 12, 2015 Greenway came to unclog my drains but the technician could not do it. Invoice XXXXXX. He said he thought it was a broken pipe in my slab. I called Greenway office to find out what should be the next step. They did not offer to call AHS to get an authorization for the next step nor tell me this is what should happen. Rather the person who answered the phone at Greenway got the original technician on the phone (EARL) and he told me to go to another company to get a camera to see where blockage was. When I asked him if Greenway did this work he emphatically said "NO". Therefore, I called another plumbing company, they ran the camera but could not see blockage, so they ran their snake and it immediately opened the blockage. Greenway's mistakes* failed to clear my line 3/12/15* did not call AHS for next authorization when they knew that needed to happen next* did not answer my question about what should happen next correctly with correct AHS information* gave me misinformation about not having camera service in their company* recommended service that was not neededI feel I should be refunded at least the $75 I paid to an incompetent technician and should shoulder financially some of the camera work charges ($280) that I incurred.Desired SettlementI should be refunded at minimum their $75 service fee and I feel they should pay for the unnecessary camera work done by 2nd company (Total bill $280)Business Response As I understand the problem, the "other" company cleared the line by first running a camera through the line in essence removing the sludge build up. It wasn't merely a snake that cleared it.After reviewing the call, [redacted] who is a new employee should have handled the call better and we did counsel him regarding getting the call transferred to a different company etc with your home warranty company.If this would occurred, you would have had a $75 service charge still due. However, you may or may not have had the $280 due depending on what the other company said.So while Greenway Home Services will not refund the $75, we do believe it is the right thing to do in this situation to refund the $280 not knowing the outcome with what might have happened with your warranty company.Refunds normally take 7-10 business days to clear our accounting department.Thank you for your Ms. [redacted] and have a wonderful day.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I will accept the $280 that Greenway says they will pay to cover the cost of the 2nd plumbing company's fee for clearing the line that they were not able to clear. It has not been sent yet but I assume that within the 7-12 business days that they promised to credit my card, that it will be done.

I have always received great service from Greenway. Their employees are friendly and efficient.","pos-94

I have been a Greenway Home Services customer since the 1980's. I've always had exemplary service and, most importantly, trust them.","pos-86

Greenway is a very reliable, fair and dependable company. I've been using them for over 10 years. Randy is a very polite, neat and conscientious technician. The company always follows up with their customers to ensure satisfaction.","pos-51

Jason B was the technician assigned to my service request. He called when he was 15 minutes out and showed up promptly on time. Before beginning the service call he allowed me adequate time to describe the issue I was having with my central air condition units. I had taken pictures of the frozen cooper line from the day before. He was careful to ask how long the unit had been running prior to noticing the frozen line, and approximately how long it took to thaw. He asked to see the inside units and carefully inspected them to be sure both filters were clean, and visually inspected the overall unit. He proceeded to the outside units where he inspected them to be sure they were clean and clear of dust, leaves, etc. After making some other assessments with gauges etc. he advised me of what he felt the issue was, what it would take to repair and an approximate cost. He asked if he had my permission to proceed with the repair. After completing the work, he prepared the paperwork, explained his findings and repair and concluded the visit.
This technician was well spoken, patient, thourough, and professional. On a scale of 1 to 10, I would definitely give him a 10. I really appreciated being kept informed all along the way. I also appreciated the attention to other details such as the thermostat reading likely being 3 - 4 degrees higher than his calibrated temperature gauge. Equipped with this information, I decided to go out and purchase an new thermostat. The previous one was at least 10 years old.
It was overall a pleasant experience and based on this technician, I would certainly recommend Greenway Home Services for your repairs.","pos-21

We had clogged up drains during the Christmas holidays and Greenway was able to send a skilled plumber on a Sunday. He did a fantastic job and fixed our problem. We are so glad we made the call to Greenway.","pos-84