Progressive Service Company

good service","pos-4

[redacted] was polite and very efficient. He was on time and kept us updated as he worked on the repair. We are very pleased and will use this company again for HVAC services.","pos-10

I called them to schedule an appt to replace our faucet downstairs & repair the upstairs sink. They has a special deal for $25 service estimate. The technician came & did an excellent job in 75 mins. When he returned with the invoice, it was $425 & I bought my own parts!!!! I asked about it & he said the call was infact $89 to come without anything done. Then $250 to replace it because he needed to drill & cut the faucet out due to been too rusty etc. I called the Durham office & the secretary was just impolite & said she can't do much, it's the technician that responsible for charges . Beware & get your cost before they touch anything.","neu-1

The agent, [redacted], went above and beyond to ensure that our item was installed correctly and that we were completely satisfied with the work done. Fantastic job.","pos-8

The technician, [redacted], was very professional. He made sure he did not bring any dirt into my house by covering his shoes upon entry. Before he installed the microwave, he placed a protective covering over the work area to protect the range and counter areas. The installation went very smoothly and quickly. Lastly, he verified the microwave worked properly.
Overall, I am very happy with the service preformed.","pos-7

The technician, [redacted], was very professional. He made sure he did not bring any dirt into my house by covering his shoes upon entry. Before he installed the microwave, he placed a protective covering over the work area to protect the range and counter areas. The installation went very smoothly and quickly. Lastly, he verified the microwave worked properly.
Overall, I am very happy with the service preformed.","pos-8

Paid for 1 year service agreement on 11/11/2014. check cashed. 12/5/2014 company claims have no agreement. refused to honor terms. work done poorly. customer of this company since 2011. renewed heating service contract on 11/1/2014. paid $327.28. check cashed. additional service done 11/17/2014. paid $368.93. check cashed. terms of heating contract include plumbing service contract. called for plumbing work 12/1. paid $175. check cashed. call back required on 12/5 for leak on same toilet repaired on 12/1. technician says not related. claims we have no service agreement. refused to honor discount. says can repair sink also. demands check from my wife $194. no discount. home tonight after 10pm sink still leaks. this is criminal. no one except answering service to talk with. who are these people? must resolve now.Desired Settlementrefund over charge amount and complete repairs in a workmanlike and honest manner. this must be done asap. no business should treat a 4 year customer like this with no courtesy and honor. I have written agreement. they did not honor contract and they did not complete the work properly. this is tragic. I have been a homeowner for more than 30 years. never received such poor and dishonest service. owner or manager needs to act. who are you people? do you have any honor at all?Final Consumer Response /[redacted]/UPDATE: Company office manager and two supervisors contacted me by phone 12/6. All seemed interested in making things right. Offered to return 12/10 to fix unresolved problem with toilet and also perform plumbing inspection per service maintenance agreement. They all apologized for oversight on status of current agreement and promised refund of overcharge. They claimed however that the sink repair promised by first technician was not part of the verbal estimate and they said they cannot repair. One supervisor said if we picked up a faucet they would install it when they return. Technician arrived on 12/10, replaced supply line to toilet but said not responsible for leaky sink faucet. We asked that they install the sink faucet that we purchased. Company said not unless we pay another $275!! So after already spending more than $350 to repair a slow running toilet, the second repair which may be the result of the first, we asked them to leave. Company refunded $19 overcharge by check. We never heard of a company that quotes repair prices as part of a, pay for this, get this free scam. The company argues the free sink repair was just an extra bonus and we were not charged so they are not responsible and will not honor. But we would not have authorized the second repair if they did not make that so called free offer. Lesson learned for other homeowners: Get all estimates in writing from this company before you authorize any work. Did they do anything illegal? No. Are they customer service oriented? No.

I was charged $732.50 to repair my A/C system due to a leak. One month later my A/C system goes out due to a refrigerant leak. Work Order# XXXXXX-XXXOn April 14, 2014, Progressive HVAC was called to my home for an A/C tune up. The system had been check in December of 2013 during the purchase of my home and it checked fine. I was interested in a yearly maintenance contract. During the April 14, 2014, visit to my home I was informed that my A/C system was leaking. I discussed this with the tech on site and he stated that with a leak test he could possible fix this issue. I agreed and an hour or so later the tech stated that he could repair the leak and refill the system. I agreed to the price of $732.50 that did include the $149.00 maintenance charge. During this time, the weather was cool and the system was not run in the A/C mode until May of 2014. On Friday, May 9, 2014, the weather was warm and the A/C system was turned on. The system blew all night with no relief to cool my home. I called to Progressive HVAC to have them return. I was told they would return on May 10, 2014 although I would be charged $119.00. I agreed and the tech came to my home. The tech did his inspection and informed me the repair did not hold and the system would have to be replaced. After some discussion the tech did not have answer and told me I would have to contact the office. I requested that the tech have someone come out to my home for a possible replacement of my A/C. I did not get a phone call till 4 days after this request.Desired SettlementI called another group out [redacted] I was told by several certified A/C techs who inspected my system that the Progressive tech should have never offered the repair due to the amount of refrigerant lost and the nature of the leak. It was not in the best practice to attempt to repair the system. I feel that this repair was done in an attempt to increase my bill. I feel progressive placed profit over best practices and provide a repair with knowledge that it would most likely not work. If I were provide with this option prior to the repair, I would have chosen another option. I am requesting a refund for service performed. I request a refund of $583.50 this is the cost of the repair only.Business Response /[redacted]/I have attempted to reached out to Mr. [redacted] to resolve this matter. I regret that I never became aware of the situation until now. Progressive will honor his request for the refund as we offer a 100% satisfaction to our customers. I will attempt to speak to him in order to determine how we could have prevented the issue from happening. We at Progressive value our customers and strive to offer the best service possible.

Friendly, on time and did an excellent job with installation of my new dishwasher. Thank You [redacted]","pos-6

[redacted] was great, hard-working and gave good customer service.","pos-7

good service","pos-5

greatservice","pos-3

Signed contract to insure proper functioning of equipment. Instead problems where not relayed to me causing more issues to arise unnecessarily.I have been dealing with this company for two years now. I have had year long contracts to insure proper functioning of my equipment. However, I had a major problem that was clearly noticeable on the equipment that was being serviced, but no one pointed it out to me until I am over $10k in damages that could have been clearly avoided if only the problem was brought to my attention.Desired Settlementi would like to see the company accept responsibility for all the damages that have occurred at my residence.Business Response /[redacted]/Progressive Plumbing & Drains has been in business for over 30 years and values our customers very much. We strive to provide the highest level of customer service and satisfaction. Ms. [redacted] has been a long-time customer of Progressive and we valued her as a customer. In response to Ms. [redacted]'s complaint: Progressive received a call from her in November 2013, in which Progressive went to her home and performed a routine heating inspection. During that inspection, Progressive found a defective heating strip, which we replaced and Ms. [redacted] paid for in full.On July 24, 2014, Progressive went to Ms. [redacted]'s house to perform semi-annual maintenance on her HVAC system, after Ms. [redacted] renewed her maintenance contract with Progressive. Upon the technician's arrival, he found the HVAC equipment non-operational and replaced the capacitor to get the equipment running and then completed the preventative maintenance. Progressive's maintenance agreement does not state we will check all duct work, but rather we will report on any visible duct work issues. At the time of the inspection on July 24th, our technician did not observe any visible duct work that was producing condensation.On August 29, 2014, Ms. [redacted] called Progressive, stating a light fixture in her home was full of water from a leak in the ceiling, and she thought it was a plumbing problem. Progressive sent one of its plumbers out and assessed the situation and determined it was not a plumbing issue but an HVAC issue. NO FEE WAS CHARGED by Progressive for this site visit.On August 30, 2014, one of Progressive's HVAC technicians arrived at Ms. [redacted]'s residence, performed a more invasive inspection, and determined the ductwork was old and needed to be replaced, and that it was not insulated properly. At that time, the technician found no moisture on the floor of the bathroom. He recommended Ms. [redacted] obtain a quote for replacing or re-wrapping the ductwork. Again, NO FEE WAS CHARGED by Progressive for this Saturday call on a holiday weekend.On September 4, 2014, Mr. [redacted] Progressive's HVAC manager followed-up with Ms. [redacted] to schedule a time to come to her home to provide an estimate. Ms. [redacted] declined to set up the estimate.On September 16, 2014, Progressive received a call from Ms. [redacted] wanting our insurance information. Mr. Stalling, again, followed-up with Ms. [redacted], but received no return call.On September 27, 2014, Ms. [redacted] filed a complaint against Progressive with the Revdex.com, and Progressive's profession opinion is that it did all it was contractually required to do under its maintenance agreement with Ms. [redacted]. The ductwork the produced the condensation was concealed by a drop ceiling and not visible to the Progressive technicians. Even if the ductwork had been visible at the time the preventive maintenance was performed, the unit had not been running due to the defective capacitor and no condensation was being produced. At this time, Ms. [redacted] needs to have her duct work replaced, but Progressive expressly denies any responsibility or liability for the damages caused by the ductwork in her home that was old and not visible to our technicians. Under our maintenance plan, Progressive only agrees to help care for and, if possible, extend the life of HVAC equipment, but ductwork is not included in the maintenance plan. We are happy to reach back out to Ms. [redacted] and provide her with a quote to replace her HVAC duct work, but she has indicated she does not want that quote.Consumer Response /[redacted]/The statement that has been provided by the company is not truthful. I am disappointed in the company's lack of professionalism and honesty. I dont think this company deserves the right to carry accreditation with the Revdex.com. I can only imagine how many other households have had to endure this type of treatment, from this company. Mr.[redacted] (registered agent), just know that you have lost my buisness along with all my family and friends that have witnessed the type of work ethics your company has displayed.

[redacted] the serviceman who replaced my water heater, went above and beyond the call of duty. The opening upstairs to my attic where the water heater was located was too small to install the new one. Cutting out a section of wood was the only way to get the unit upstairs and up a flight of stairs. It took hours to complete the job, and Martin was not only a very capable technician, he assured me he would not leave until my water heater was installed and in working order. He worked overtime to complete this job! His communication and customer service skills were excellent. His Mom and Dad, I am sure are proud of their son. He represents your company extremely well, and he deserves your recognition and reward. [redacted], Raleigh, NC","pos-2

This is such a great company. They are so responsive and their staff always goes the extra step to address any issues or concerns.","pos-10

I was not given an estimate for work. I was charged for far more time than can be substantiated. Invoice gave no breakdown for labor. My company contacted the Burlington office to have work done in Mebane NC. Because Burlington was ill-equipped to do the work, it was sent to the Raleigh office. (10/6/2014) At no time was I told I would be charged extra for travel times. At first I was really impressed with how quickly things were being done. The techs only came to the location 3 times. Once to measure the lids(10/7), once to deliver the lids(10/14), and once to do a little over an hours work on the grease trap itself(10/23). I did not have any problems with the company until I received my bill.Just the first time they came out, they were at my store less than 10 minutes. They measured the size of lid on my grease trap and left. For this I was charged 2 hours of time...$376. At this point I was unaware of any charges though as this was just supposed to be them finding out what was wrong. The billing for the job happened after all was finished. If I knew that it was already $376 just to measure the lids I would have found someone else immediately. I asked for an estimate before the job, but never received one. The total labor ended up being $2,933, and the total bill landed at $4289. (invoice # XXXXXX-XXX) the original invoice gave me these totals, but had no account for how the labor was reached. materials, trap pumping, and an extra fee for confined space entry were the additional charges after labor.After getting the invoice, I contacted the billing department for a breakdown of the labor part of the invoice. There was very little work done at my location (only about an hour and 1/2) so I was quite shocked with the 15.5 hours that I was billed for.When the breakdown for the 15.5 hours was sent to me and I disagreed, I was directed to the Vice President, [redacted]. He did not look at all of the times, but he claimed that the first visit of 2 hours was really only an hour 40 minutes, but had been rounded up, so he would knock off 0.5 hours of the total. The 0.5 hours was the least of my concern as all the other times were far from believable.After continued conversation, [redacted] offered to lower the invoice, but to never reply to me again. No emails, no phone calls. The invoice still showed a price $1,000 more than anyone could actually justify.($3471)There is no evidence showing the time spent on this job is as much as it is. In fact, 6 of the hours are logged for them to drive and drop off lids for the grease trap. This could not possibly be travel time, as their office is less than 30 minutes from my business. Additionally, had I known that the bill was getting as high as it was, I could have gotten the lids myself and saved the $1000. They had even planned to come back to do the actual work they had been hired for later that week. Why not bring them then? Finally, with no returned correspondence from the Vice President, I sent to [redacted] an invoice description showing a broken down explanation of costs using their own labor fees. I broke down specifically the 2 different jobs that had been done, and how much these jobs would have cost from others. I paid the amount reflected from my email sent to [redacted]. All-in-all, I was not given an estimate, a warning of rates, or even an idea of what work was going to be done. I feel that, knowing that I needed the work done to comply with city ordinance, they took advantage of the situation and charged more than justified. They lumped the invoice together to hide the specifics of the bill. The vice president was not concerned with me as a customer or my situation of being billed too much. what I paid..Lids Steel $400Labor amount I would have been willing to pay $567 Actual Labor $940 (If I knew this I would have bought the lids somewhere else or found a cheaper way to procure them.)Total $967TrapPumping $520confined space $225Pipe $173.15Labor $489Total $1407.15Together they would be $2374.15,Desired SettlementI am seeking that Progressive plumbing Review the previous amount billed and lower it to the amount already paid to them of $2374.15 and stop sending collection requests for the remaining amount that can not be substantiated. the amount I have already paid, and agree to be fair and true, broken down as it should have been when it was billed is as follows LidsSteel $400Labor amount I would have been willing to pay $567 Actual Labor $940 (If I knew this I would have bought the lids somewhere else or found a cheaper way to procure them.)Total $967TrapPumping $520confined space $225Pipe $173.15Labor $489Total $1407.15Together they would be $2374.15,Or, Return all my money and bill only the $1407.15 for the job they were actually asked to do. Then they can take their lids back and I can find someone else to make lids at a much lower cost. Business Response /[redacted]Progressive Services does not have a location in Burlington and never has. Our office is located out of Raleigh. Our commercial services are charged on a time and material basis including travel time. In efforts to close this claim and stop collections we are going to agree to the pricing you have submitted of $2,374.15. We will stop collections immediately. We apologize for any misconceptions there may have been. Please let us know if you accept this as a resolution. Thanks,[redacted]Customer Service Manager Consumer Response /[redacted]/Thank you for your response. I do accept this as a viable resolution. Final Consumer Response /[redacted]/