Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been dealing dealing with Goldstar services for several years. We originally bought our heater air conditioner from them and had no idea that they were totally sold to another company over the years since the technicians and trucks were still carrying or wearing the gold star insignia. On March 14, we were due for a heater cleaning. A technician wearing the gold star insignia on his uniform and coming to the house in a van with gold star written on it came to conduct the cleaning of the heater. At that time he identified a problem with the electrostatic filter which we purchased from Gold Star and tried to sell us a very expensive replacement. We explained that we only wanted to have what we were sold previously which was quite a bit lower. Later we spoke to **********, service mgr who said he bought the company and no longer Gold Star. We were never notified they bought the company and were doing business under a new name. They came in Gold Star truck and had Gold Star on uniform. We only wanted the original filter replaced that are still available. This was definitely misrepresentation and an attempt to make us pay for a much more costly item.

  

  Business Response

  Date: 03/25/2024

  Hello Ms. ****,

  In 2019, Morevent Heating and Cooling acquired Goldstar Services and integrated its operations, procedures, and culture, leading to significant enhancements in customer experience. We have upheld all Goldstar warranties over the past five years and will continue to honor existing warranties until their expiration. However, as this specific product falls outside our scope of service, we recommended upgrading to our preferred air cleaner. Since it is not covered by warranty, a service charge applies, albeit discounted as a gesture of goodwill. Our fleet comprises various service vehicles bearing different branding, including Goldstar, Christian, or Morevent, across our multiple locations. We notified our Goldstar customers of the ownership transition via U.S. Mail and email multiple times since January 2024 so perhaps you missed our multiple communications.
  
  And to address two concerns you mentioned: ***** ***** is one of our Service Managers. He did not buy the company, nor does he own it. He is a highly-regarded senior leader who has been with the company over 15 years providing unparalleled levels of service to customers in the region. It is extremely important to us that we service each of our customers based on their needs. We will never attempt to upgrade to a more expensive solution, as we are very conscious of our customer's budget parameters and requirements. We will however recommend the best alternative solution where we feel it is in the best interest of our customer. We hope you understand that we would not misrepresent or otherwise attempt to suggest a solution that isn't in keeping with your needs. 

• Initial Complaint

  Date:12/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  15 Dec 2023 Goldstar installed new Carrier heatpump. 18 Dec outside unit leaking white foam. Called Goldstar at 1442. Told would have to wait till tomorrow btwn 8-12. 19 Dec 8-12 No one showed nor called! 1201 called talked to ****. Said he would check. 1328 nothing! Called Gold star talked with ****. 1404 tech showed. Told us it was nothing! 21 Dec 0315 unit stop! Temp dropped 5° before Aux heat kicked on. As of 954am Emergency heat still on. Regular heat not working nor outside unit working. Called afterhour emergency service at 343am. Told me have to wait till 7 Called at 7 talked with *******, said between 8-12 again.

  

  Business Response

  Date: 12/22/2023

  Management has reached out to this client to ensure all of his concerns have been resolved. Our technicians have worked out the bugs in the heat pump to his satisfaction. The communication within our office that caused additional stress to the client has been addressed and we ensured him that we will provide him better updates on his appointments moving forward. He now has a direct line to a manager to assist him in the future.

  Customer Answer

  Date: 01/03/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  

  Had a 2nd issue with a new heat pump installed 15 Dec 2023. This 2nd occurrence happen on 30 Dec 2023 at 159am. Heat stopped. Called 24/7 "emergency #". Talked with lady said to call back at 7am. Called back at 7am told to call back at 8. Called a 8 ask to talk to a service tech ASAP. Said they relay msg. As of 2 Jan, 2024 no one from Gold star has called. As a customer, a disabled Marine this is unacceptable! Had to figure out problem myself morning of 30 Dec 2023. The fact that they advertise 24/7 emergency service but DO NOT have it should be look at! As a side note I requested A copy of price list (on 3 diff occasions) of every item purchased on 15 Dec 2023 for taxes. As of 2 Jan 2024 no list has been provided.

  
  

  Desired Resolution / Outcome

  Desired Resolution:

  Contact by the business

  
  
  
  Regards,

  Complaint ID: 21040360

   

   

   

  

  Business Response

  Date: 01/26/2024

  Business

  Most Recent Message

  Date Sent: 1/22/2024 11:19:43 AM
  Our regional warranty manager has personally addressed this concern with the customer this morning. During his visit, it was discovered that the auxiliary heat was not of sufficient size to accommodate the customers desired temperature. The Auxiliary heat pack was replaced this morning and the customer confirmed that they are satisfied with the sollution.