ComplaintsforGo Green Plumbing, Heating, Air & Electrical

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These guys came for ONE leak, then asked me if I had any other problems. I told them about a sometimes leak in my laundry room. They said they could take care of that and offered to inspect for other needs. I said sure. They hit me with a $6000 bill for everything. I told them I just didn't have it, so this "tradesman" ran around like a used car dealer "talking to the manager" to get the price down to $5600. After dealing with 2 inches of water in my bathroom I was scared and my understanding was that everything would be fixed. Z On their way out the younger guy came and got me and said they MADE A MISTAKE and conducted the inspection with the water turned off. He showed me TWO leaks I hadn't even known about. One under my sink (the photo is here with the bucket they placed there) and one on my downstairs toilet WHICH I STILL CAN'T USE BECAUSE OF IT. They were trying to get more money from me but I didn't have it.Also, on the way out I got the guy and showed him one of the sinks that he'd said he'd unclog and said, "You didn't unclog this." He said, "Yes, we did!" and wiggled the thing so the water would go down and walked out. HE KNEW I THOUGHT HE'D DONE IT.Long story short is they came to fix ONE leak and they ignored what I needed done and just did the expensive work ($5600!!!), and left me with THREE LEAKS and TWO CLOGGED DRAINS(they never fixed the one in the laundry room, even though they said they did).They just left and they say that I opted out of some of that work. They lie. WHY ON EARTH would I pay all that money knowing that I'd have all those leaks? They SOLD me on that work that they didn't even bother to do.I had to get a line of credit, and still owe $4000 on it. I don't even have the money to fix the things they ignored.

  

  Business response

  07/10/2024

  Go Green was called for an appointment for this customers home on 3/18 and Go ******************** arrived on 3/19 at 946am to address the issue of a flooded basement with inches of water and stated it *** be from the piping from under the downstairs bathroom since in which she has turned the water off to this home. She requested this issue be resolved asap since she was having a realtor out in 2 days to look at the home for the market. Our technicians arrived to water off to the home and immediately went to address the possible leak in the basement/downstairs bathroom, then completed a walk through to see if there are any areas that *** cause a problem when the water is turned back on and provided 4 options from there. The customer approved an option of choice and the technicians completed the work needed. Once the work was completed, the water was restored to the home and an additional evaluation was performed and additional concerns were provided in which the customer denied approval to complete those repairs. Our technicians provided 77 photos and 15 videos for the customer to show items of concern before and after along with repairs made.  In which all of these have been posted to the customers Go ******************** account for referral. On 7/2/2024, we received a call from ****** pertaining to her complaint in which included screaming of many threats over our recorded line to our customer service specialist and she let ****** know that she would have a manager reach out as soon as possible. Moments later, we received a notification that a 1 star review on ****** had been submitted via the customer. See below.

  BEWARE BEWARE BEWARE - These rip-off artists took me for over $6000. They came to fix a leak, and sold me a complete overhaul of my plumbing. Then they apologized as they left and said they'd forgotten to turn the water back on before checking for problems, so they left me with TWO NEW leaks and 2 clogged drains! The leaks they left weren't even there before they worked on it!
  I'm a single older woman and they saw me coming. These people are seriously predators.

  A manager then called ******************* back on 7/2/2024 at 228pm on our recorded line to have a conversation about her concerns and how we can help get those concerns resolved as we always warranty our workmanship. She agreed to a visit from our manager and a technician on 7/9/2024 as that is what was best for her schedule. At 210pm on 7/9/2024, our dispatcher notified ****** of our teams eta for arrival and the customer also received a text with the technicians photo with bio which is part of our policy. During this quick visit due to being asked to leave, our manager went over the previous visit per the customer account along with going over the options provided. She stated that if we were not going to be completing free work today, then she doesn't want us in her home. 

  Yesterday evening, 7/9/2024, we received this complaint, a Nextdoor review and text to the company line with an additional threat. 

  Go Green provides great options upfront to take care of customers emergencies and always warranties our workmanship. We would have loved the opportunity to come to a conclusion with ******************* but our professional support was declined.

  Customer response

  07/10/2024

   I am rejecting this response because:
  
  This response is full of blatant LIES. I have NO intention of selling my house and did NOT tell them that I did. I did NOT knowingly approve of anything that said "don't fix these existing problems I just showed you." Why on earth would I tell them not to fix leaks?

  Also, they haven't acknowledge the fact that they were negligent in inspecting for problems WITHOUT TURNING THE WATER ON FIRST, and therefore leaving several items that needed fixing.
  
  I have received TWO contacts online from customers who have had similar problems and I have referred them to BBB to file a complaint and we will be filing a complaint with the *** together. 
  
  This is NOT resolved and this company owes me the repairs they promised.

  Customer response

  07/11/2024

  I had a long verbal conversation with them.

  1. They were supposed to fix a leak in the laundry room that they didn't fix.

  2 & 3. They verbally told me they would fix the two clogged drains in my bathroom and when I stopped them on the way out to say the drain wasn't clear, he said that they had cleared it. Why would he lie if I'd purposely told them not to do the work?

  4 & 5. Substandard work would be the complete INSPECTION they did...WITHOUT TURNING THE WATER ON FIRST. The guy told me it was a mistake. Then he told me about 2 NEW leaks they'd found (We'd already agreed on a price for all the work). I didn't have anymore money by then, so I was left with TWO LEAKS, including one in the toilet I am no longer using.
  

  Did you need more photos?

   

  Customer response

  07/11/2024

   I am rejecting this response because:  

  Date Sent: 7/11/2024 3:18:13 PM
  

  I had a long verbal conversation with them.

  1. They were supposed to fix a leak in the laundry room that they didn't fix.

  2 & 3. They verbally told me they would fix the two clogged drains in my bathroom and when I stopped them on the way out to say the drain wasn't clear, he said that they had cleared it. Why would he lie if I'd purposely told them not to do the work?

  4 & 5. Substandard work would be the complete INSPECTION they did...WITHOUT TURNING THE WATER ON FIRST. The guy told me it was a mistake. Then he told me about 2 NEW leaks they'd found (We'd already agreed on a price for all the work). I didn't have anymore money by then, so I was left with TWO LEAKS, including one in the toilet I am no longer using.
  

  Did you need more photos?

   

  [Click to View All Consumer Messages]

  Date Sent: 7/10/2024 4:48:11 PM
  

   I am rejecting this response because:
  
  This response is full of blatant LIES. I have NO intention of selling my house and did NOT tell them that I did. I did NOT knowingly approve of anything that said "don't fix these existing problems I just showed you." Why on earth would I tell them not to fix leaks?

  Also, they haven't acknowledge the fact that they were negligent in inspecting for problems WITHOUT TURNING THE WATER ON FIRST, and therefore leaving several items that needed fixing.
  
  I have received TWO contacts online from customers who have had similar problems and I have referred them to BBB to file a complaint and we will be filing a complaint with the *** together. 
  
  This is NOT resolved and this company owes me the repairs they promised.

  
  
  
  

  

  Business response

  07/16/2024

  On 7/9/2024 our service manager along with a professional technician went out to go over the sold work and completed from 3/19/2024 and to compare the current concerns with the customer. This was our attempt to try and help the customer understand what work she agreed to during our visit on 3/19 and what additional issues need attention. That way we can get to a common ground for customer satisfaction. As our manager tried to discuss what was completed, she stated that she was not going to go over all that. This visit conversation was recorded.
  MANAGER
  8:43
  What I wanted to say was I'd like to go over that with you and see where the discrepancy is at.
  
  CUSTOMER
  8:51
  You can go find that out and come back to me and tell me what you guys need to do with this.
  
  MANAGER
  8:57
  Without talking to you, it's going to be very difficult to understand what it is you're expecting. So I'd like to go over what was there.
  
  CUSTOMER
  9:03
  I'll just tell you what my expectations are, and you can come back to me with as close as you want to get to that. You're off the hook for the laundry room, because quite frankly, I don't want you people, I don't trust you to inspect or do another thing in my house. The other things, if you don't think that needs fixing, then fine. I'll be happy not to be able to close my door there. The bathroom should be fixed, whether I was billed for it or not. And these two things need to be cleared. And if that's a few hundred dollars worth of work, you guys need to eat it.
  
  Again, we were happy to have a professional conversation without being yelled at or threatened so that we can come to a solution. 

  Customer response

  07/23/2024

   I am rejecting this response because:
  
  When I showed you the kitchen sink that was leaking (that your own man pointed out to me before he left), you said, "that's bone dry" and denied the leak. But it's there. There was water in the bucket the other day.
  
  You can offer to fix that leak or not. I don't need you stealing any more of my time "going over" your lies. 
  
  The leak is on the invoice. The leak is not fixed. I will be filing with ******************* and going to *****'s List next.
  
  I have cleared the drains that you were too incompetent and dishonest to clear, so really all that's needed is the sink and the toilet fixed.
  
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an appointment scheduled with gogreen because they put in my 2 ac units in 2023. When I called the lady assured me I would be charged a ***** service fee. I did purchase this house in Feb 2024. The technician arrived and let me know the lady was incorrect and that to find the leak it would be ****** to find the leak. Because I needed my ac up and running I agreed. The tech found a leak and let me know itd be an additional 2800 to fix it and that he hoped there wasnt anymore leaks. I did speak with a manager about the issue and called to follow up and still havent heard anything back from this company.

  

  Business response

  06/20/2024

  On 5/28/2024 at 919am we received a call for the customer stating that she had another company out at her home and they think the unit has a leak due to no refrigerant in the system. She requested us to come out since we installed the unit for the previous customer on 6/8/2024 and she just moved in around March of this time. During this recorded call (all calls are recorded with recording announcement), our customer service specialist let her know that it would be a $69 dispatch service charge to get the technician out but that would be all they are responsible for until approval of one of the options that he provides. Our technician went out on  5/31 and provided an option for a leak search so that we can narrow down exactly where the leak is for a repair. The customer agreed and signed the option. Once the leak was found, an additional option was provided and the customer declined as she felt that the work should have been completed at no charge. Our technician explained how a typical HVAC warranty works and that the warranty is not rolled over when a new home owner takes over the home. On 6/3 at 1057am, our dispatcher left a voicemail for the customer and asked if our visit went well and if she had any feedback for us. The customer returned our call on 6/5/2024 at ****** and let our representative know that she was in fact not happy from our visit as we just installed the unit a year ago. Our representative let her know that she will have a manager reach out as soon as possible. The service manager reached out same day on 6/5 and went over her concerns with her, talked about the concerns of the manufacturers warranties not being transferable but did stat that he would follow up with the manufacturer to see what they can do to help with the current situation. On 6/12 at 149pm, the customer called in and asked our representative to have the manager to give her a call back in which we were still waiting to hear back from the manufacturer. On 6/18 we received a notification that the BBB had a complaint for us from this customer. After a few attempts to contact the customer, we were able to reach her and go over the results from the manufacturer and are currently working with her for a solution. She has an appointment for today for repairs to be completed.

  Customer response

  06/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. They did in fact come and fix my ac unit. 

• Initial Complaint

  06/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 29th, 2021, I had my HVAC system inspected by Go Green. During the inspection, they found a leak in my furnace which required me to get a new system. On November 8th, 2021 Go Green came to my house to install the system. After the system was installed, I was told that someone from the City of Greensboro would have to come and inspect the system. The worker from Go Green told me I would get a call from their scheduler. Later that week I received a call and the inspector was scheduled to come out on November 12, 2021. On November 12th, no one came to my house to inspect the system. I contacted Go Green and they rescheduled the inspection for another day in December 2021. Again, no one came. In late January 2022, I received a call from Go Green to schedule a time for the city inspector to come my house. I informed them that each time the inspector was scheduled to come to my house in the fall, no one came. They told me that they cannot control when the city comes out to do the inspections. I scheduled an appointment for February, 2022. This time the inspector came out; however the system failed its inspection. Go Green came out later that week to fix what was on the report and I was informed they would contact me to schedule a follow-up inspection with the city. I was again scheduled for an inspection and again, multiple times, the city did not show. I called Go Green and complained. They assured me the system should pass inspection and would make sure the city came out. On April 11th, 2022, the city came out to inspect the system and it again failed inspection. Go Green came out that day and fixed everything that was needed for the system to pass. I was told they were able to text the inspector and get the system to pass without needing the inspector to come out a third time. I was told this was all resolved. On June 4th, 2022, I received a letter in the mail stating the system needed to be inspected again. I am disappointed in my experience with Go Green.

  

  Business response

  06/24/2022

  The city of Guilford along with many other counties and cities have been running behind with their inspection visits due to many cut backs during COVID times. As a contractor, we are only able to set up the date that the customer would like and then the city or county takes over from there. The inspection did clear via the city website. Please see attached. Our inspection letter was a mass mailer that we send out just to make sure that we have all the inspections completed and the customers are aware of the finalization on those inspections. In this letter it states that "if" you have not had an inspection set up with the city/county to give us a call. It is basically us double checking all installs. The customer called in on June 6th asking us about the letter and we let her know that this was a mass letter that is emailed out and that her inspection has been cleared. We have also emailed her the permit that was cleared via the city for her records. This customer's account is up to date and completed. Thank you for following up!

*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. ↩