Complaints

This profile includes complaints for Gold Medal Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gold Medal Service

  11 Cotters Ln East Brunswick, NJ 08816-2002

  
• 

  Gold Medal Service

  45 Park Rd Tinton Falls, NJ 07724-9716

  

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:01/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I hired Gold Medal to install a Lennox boiler in October 2022 with a 10-year warranty. The boiler stopped working in later November 2024. Since then I have contacted Gold Medal for service for 10+ times. 7+ technicians have come trying to address, but haven't been able to solve the issue and make the boiler work properly. The most recent visit occurred tonight on Jan 3rd, 2025. The boiler stopped functioning entirely within an hour after the technician left. Once again, my family including two young kids is left to another cold night without heating. While Gold Medal was able to send technicians for service calls, I am extremely disappointed and frustrated by their inability to escalate this matter for a complete resolution. I request Gold Medal to assign a manager or a supervisor who will own the full resolution of the boiler issue, including replacing/fixing the boiler to a reliable working condition

  

  Business Response

  Date: 01/13/2025

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has been in direct communication with Mr. *** regarding the installation completed on 10/21/2022. We have informed him that his concerns are currently under review with our Service Manager, and we will be in contact with him to discuss a resolution. We are committed to resolving this matter efficiently and to Mr. ***** satisfaction.

  Customer Answer

  Date: 01/17/2025

  [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

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Supposed to get a rebate of 15% as ****** gift card in the amount of $1847.85 for the new heating system job costing 12319.00. Job completed on 10/18/24 and supposed to get the gift card in 1-2 weeks, max 4 weeks, but despite contacting them few times and also the sales person Aiden M. who keeps on saying next day or so, I have not received the due rebate still after more than 10 weeks and no direct response.

  

  Business Response

  Date: 01/10/2025

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager spoke with ***. . regarding the rebate owed to her following the installation completed at her home on October 18, 2024. We sincerely apologized for the inconvenience caused and confirmed that she will receive the rebate within 7–10 business days. As a gesture of goodwill, Gold Medal offered ***. ******* a gift card to express our apologies for the inconvenience. She expressed her satisfaction with the resolution.

  Customer Answer

  Date: 01/12/2025

  [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. I have not received any rebate or gift card yet , but hope everything is done properly.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:08/10/2024

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/25/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/22/2024

  Type:Service or Repair 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.

  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

  Date: 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

  Date:07/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/27/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/25/2024

  Type:Customer Service 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.

  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

  Date: 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

  Date:06/24/2024

  Type:Service or Repair 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.

  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

  Date: 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

  Date:06/11/2024

  Type:Order 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.

  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

  Date: 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.