ComplaintsforGold Medal Service

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased and installed 2 years ago Lennox Air conditioner from Gold Medal service . The compressor is gone now and it’s under warranty. Gold medal technician inspected and confirmed. They ordered replacement from Lennox and that’s what they told . It’s been over 3 weeks without A/C and Gold medal could not give an ETA for compressor and they did not provide any temporary solution either . We couldn’t tolerate the heat and replaced the entire system with another provider. Gold medal is irresponsible.

  Business response

  08/20/2024

  Thank you for allowing us the opportunity to address this complaint. Our Customer Relations Manager has made several attempts to contact Mr. ******  regarding the air conditioning system installed by Gold Medal on May 30, 2022. We understand that Mr. ******  has since replaced the system with another provider, despite the existing warranty with Gold Medal. We remain committed to resolving his concerns and invite Mr. ******  to reach out to us directly for further assistance.

  Customer response

  08/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I tried to respond back to their customer relationship manager Nino several times.  There is no direct number given and somebody puts me on a hold for longtime and disconnects. I am willing to talk to them. 
  
  Regards,
  ****** ***

  Business response

  09/13/2024

  Since Mr. ***'s response on 9/4/2024, our Customer Relations Manager has tried multiple times to reach him with regards to the air conditioning system installed by Gold Medal on May 30, 2022. We are aware that Mr. *** has since replaced the system with a different provider, even though the warranty with Gold Medal is still in place. We are dedicated to resolving his concerns and encourage Mr. *** to contact us directly for any additional support.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Gold Medal installed an AC system 2 years ago. for the second time in a year, the blower motor has to be changed. It's under warranty but the service is horrible. We had to wait several days for the part when the tech came, it was the wrong part. tinhe tech called it in. This was Monday. two more days went by and when the tech came again, it was the wrong part again. The tech tried to get the part but couldn't that was on Tuesday. He Said they would have the part yesterday. I was scheduled for 8AM to !2 Pm When I Called to check they said I was next but the tech ran into problems with the job before. I called multiple times but he was still tied up. I Called after 6PM theytold me he was just finishing but didn't have the part on the truck. I was scheduled for this morning first out. I called at 10 AM and was told the tech was in a meeting with a supervisor. I called agin at 11 as was told they were trying to find the part in the warehouse. Whenever I call and ask if I can speak to a supervisor, they tell me they have to send an e-mail. This is crazy. We are without AC for a week now. My wife and I are senior citizens and our son is diabetic. I believe this is not a healthy situation with all this heat. It is now 12: 29 PM and still no word

  Business response

  08/02/2024

  Thank you for allowing us to address this issue. Our Customer Relations Manager has been in touch with Mr. ***** regarding the scheduling and service concerns. We appreciate his patience and have addressed the scheduling issues internally. The repairs were completed successfully on 7/25/2024. To prevent future issues, we have offered to install a whole home surge protector at no charge. We are currently working on scheduling this installation with Mr. *****. He has expressed satisfaction with this resolution.

  Customer response

  08/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Regards,
  ****** *****

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Had Gold Medal install a new A/C unite in september 2023. Come 7/13/2024 i scheduled a service due to the condensor making grinding noise. The appt was scheduled for 7/14 8-12pm. The tech arrived at 2pm but only after j reached out to them. The tech came out to tell me a new fan motor was needed on the new condenser not more than a year old. I new fan motor installed on 7/22 after a failed appt on 7/21. Not more than 10 minutes after tech left condenser was grinding again. Called to speak to manager for the second time only to be told an email would be sent out and there was no corporate number available. I never recieved a call back from managment regarding firts attempt to speak to one on 7/14. Now i am waiting for another appt for the tech to come back out and check the unit.

  Business response

  08/07/2024

  Thank you for providing us the opportunity to address this complaint. Our Customer Relations Managers have been actively engaged with ********************** concerning the system installed by Gold Medal on August 18, 2023. We have informed ********************** that we will review the service history and follow up on his request. As of today, August 7, 2024, our Customer Relations Manager has left a voicemail to facilitate a resolution. We will continue to contact ********************** to work towards a resolution of resolving the equipment issues.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Gold Medal Service installed new HVAC at my home on 09/16/2023 I have 10 year warranty Very fist summer, we started using A/C, we noticed that fan was always running and AC was not catching up to set temperature We called Gold Medal service technician on 07/01/2024 and he was very nice. He found the issue and ordered part. We also explained at that time that we have two kids. One of the kids has sensitive skin. Its extremely hot and person who came was nice and said he will expedite. But till today 07/08/2024 - We have no response or even estimated date to fix this When we called, custom service agent was rude and was not giving any answers and also offered no apologies. We need this to be fixed ASAP - its really hot here in NJ and kids are sensitive Its more than a WEEK and Gold Medal Service is irresponsible not even answering to us nicely or giving any details on estimate.

  Business response

  07/18/2024

  Thank you for providing us with the opportunity to address this complaint. Our Customer Relations Manager contacted Mr. T. regarding his HVAC installation on September 17, 2023. Gold Medal conducted a service visit on July 11, 2024, to replace the condenser fan motor. Our Customer Relations Manager subsequently followed up to make sure everything was working properly. As a gesture of goodwill for the inconvenience caused by the repair delay, we issued a $100.00 **** gift card. Mr. T. accepted this resolution and confirmed his satisfaction with the outcome.

  Customer response

  07/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *** **********

• Initial Complaint

  06/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I took advantage of your promotion on A/C tune up and made an appointment. That morning I received a call saying because of many A/C break down they had to reschedule, and I understand. Today I was scheduled, in fact received a text to confirm and I did. At 2pm I called to check and was told they sent me a message that the service call was canceled and again to reschedule which I never saw. I can see once but twice, Im sorry but to me that is poor customer **********************. My time is valuable also. I called another company thats how upset, and got an appointment immediately. I was planning on using your service for other means but now Im not sure! Very disappointed!!

  Business response

  07/03/2024

  Thank you for allowing us the opportunity to address this matter. Our Customer Relations Manager contacted **************** regarding his scheduled HVAC system maintenance visit with Gold Medal. Our Manager expressed apologies for any inconvenience caused and offered a $200.00 credit as a gesture of goodwill. **************** indicated his satisfaction with this resolution.

  Customer response

  07/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  6/6/2024 purchased brand new hvac system 6/18: hvac system begins to leak and fails to properly work; contacted Gold Medal and was told a tech would respond next day to repair 6/19: tech said wrong part was installed 6/21: system completely fails: temperature inside home crested 80 degrees; contacted customer ********************** over 6 times to have tech respond to fix issue. We were told no one was available but they would drop off mobile AC units. Mobile AC unit never delivered.6/22-6/24: contacted Gold Medal customer ********************** over one dozen times to have this issue rectified. Was promised to be contacted back on multiple occasions. I was never contacted back and was told that requests to send a mobile AC unit to my home and were submitted. I was told the before mentioned statement 6 separate times. I never received a mobile AC unit and my home is still over 80 degrees. 6/25: a company tech came to my home and replaced a part that had nothing to do with the unit malfunction. When I called customer **********************, they said the needed part was backordered. I requested they replace my 3 week old, faulty unit with a replacement. They have failed to respond to my request and refuse to allow me to speak with management. Of all the times I have contacted Gold Medal, I have been told the manager is currently not in their office on every single occasion. Gold Medal services are non-existent, they refuse to work with a customer they recently obtained. They have failed to contact me back for any of the 6 times I have been told I would be contacted back in regards to this issue. I purchased a brand new air conditioning unit from them and it has never truly operated as it should. When I inquire about be issue, they phone representative notes the issue and then sends me over to another department.

  Business response

  07/03/2024

  Thank you for providing us with the opportunity to address this complaint. Our Customer Relations Manager contacted ************** regarding his concerns regarding the installation of his AC unit by Gold Medal on May 27, 2024. Following a thorough investigation into the reported service issues, Gold Medal replaced the condenser on June 27, 2024. Subsequently, our Customer Relations Manager followed up with ************** after the service visit to his residence. As a gesture of apology, we offered a complimentary maintenance service to ensure the proper functioning of his equipment. ************** indicated that he was satisfied with this resolution.

   

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company came on June 23, 2024 to snake a clogged drain. As the technician was bringing in the equipment, he caused severe damage to my front steps. I have a video detailing the damage and the technician's actions. I have reached out to the company 6 times and there is no call back; communication; or details on how to resolve this. The company also does not have a direct line or email addresses for managers or owners for continued communication.

  Business response

  07/03/2024

  Thank you for providing us with the opportunity to address this complaint. Our Customer Relations Manager contacted ************** to discuss her concerns regarding the drain cleaning services conducted by Gold Medal on June 23, 2024. Following a thorough assessment of the necessary repairs, our Customer Relations Manager reach out to our contractor to coordinate with ************** in order to address the damages. We are committed to maintaining communication with ************** until this matter is satisfactorily resolved.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  About 1 year ago, I requested this business to fix a broken pipe but due to the high cost of the repair, I decided to not proceed.A year later, I started receiving an invoice for $62.91 for their Priority Partner Plan Plus, a plan that I never signed up for. I've asked their Customer ********************** multiple times:1. Remove me from this plan and stop sending me "past due" invoices as I never signed up for this plan!2. Explain to me how did I get signed up for this plan.

  Business response

  06/19/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ************ to discuss his concerns with the outstanding balance on his file. We let ************ know he was set up for an automatic renewal on his maintenance plan. To resolve his concerns, we canceled the plan and waived the outstanding balance and apologized for any inconvenience. At this time ************ is satisfied.  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Gold Medal installed a brand new Lennox heat and air conditioner in my townhouse in December 2023. A technician was supposed to come back the end of April 2024 to check the unit to make sure the ** works but no one showed up. When I turned the ** on May 24 because the outside weather was 86 degrees, it didn't work. I called Gold Medal, the lady that answered the phone was not cooperative in attempting to send a technician until 4-6 days later although I've explained to her i couldn't wait that long because there's an elderly/asthmatic person living in the house and the indoor temperature is 84 degrees with fans on. She was not willing to accommodate my request.

  Business response

  06/03/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ************** regarding the ** start up that needed to be completed from the ** installation completed on 12/02/2023. Our Customer Relations Manager set up and ********************** appointment with our warranty technician on 5/28/2024 to assess the system. Our Gold Medal technician adjusted and fixed the system. Our Customer Relations Manager followed up with ************** and she agreed this was 100% resolved.

  Customer response

  06/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a air conditioning system (~$15,000) in April2023... The first summer I could not get unit below 76 degrees. they came out serveral times.. and I got mixed messages...one guy said it is a really hot summer (that is why i got A/C!). When they first installed they forgot the freon and it ran on factory installled freon.. I couldnt ge appt for a week and had to put ion window units>>> One guy said that it could only get so cold so id have to deal with it... One said the condenser was in direct sun(which was same place as my old unit and never had problem). one guy said they dont make them like they used to... I just kept getting excuses ...Now this year i went to turn it on and it went on for about an hour and now the thermostat is just flashing...I CALLED AND THEY SAID THEY couldnt get anyone out til tomorrow (May24). My house is stifling.. I cant turn unit on or off... the manager(******)... was supposed to call me back but has not I HAVE SPENT A LOT OF MONEY and am totally unsatisfied with their product and their service. tired of getting the runaround...I have phots of the thermostat last year and a video of the flashing thermostat this year... They are NOT helping me...

  Business response

  06/03/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ************** about her experience. We apologize for the delay in the response to her request when the ** was not functioning and we are addressing this matter internally. Our technician was out to her home on 5/24/2024 and found the ** trap drain safety was tripped due to water in the secondary drain line. The drain line was cleared and flushed. Once this was completed the ** was working. We followed up with ************** after the visit and she believes everything has been resolved, although the weather since has not called for as much ** use, and will reach out to us with any further questions or concerns. 

*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. ↩