ComplaintsforGold Medal Service, LLC

• Initial Complaint

  11/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I called ******* to have my heater cleaned and checked as it was part of a $120 PPP Bronze Heat 1 year up front package that was sold to me in April 2021 of this year. I paid this as it was described to me as a good thing to have when my air conditioner was being serviced by *******. The appointment was scheduled for November 1st. The technician they sent was not the same as I had requested. He came to my home and asked me to turn on the heater. I did so, setting the thermostat for it to come on. It came on immediately. He did the cleaning - I watched as he took pictures with his phone of the hot water heater or connections, used some equipment he brought into the home. When he was done (as I had a time sensitive activity - returning a medical specimen) I asked how it looked and he said it looked good, I gave him a new filter and he put it in adding, I put a screw in it so it is easier to get out. I asked if there was a fee (assumed that there should not be, as I paid $120 in April) and he went to his car and I had to go check on his delay. He returned with a brochure that he handed me stating that the service package I bought for $120 was now on sale and it cost $39.99. I said I would buy it again if it would cover next winters check up and cleaning. He did some things on his small device and then handed a screen and told me to sign. I asked what was on the prior screen and he said not to worry it just showed the $39.99 package. Well what it appears I signed - my signature is on the second line - states that I inspected the work and agree that it was completed. Mind you this was not the rep that I had requested... He then left stating he was emailing me the information of his inspection. First - if the $120 package covered a year - that would have been April to April 2022. Second though I turned the heater on for him when he asked, he did not show me that it still worked before exiting the home. When I awoke the next morning the heater did not come on.

  Customer response

  11/05/2021

  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 and the matter has been resolved.

  Can we remove this complaint from their company listing They had resolved the issues that I faced and my heat restored. They also met to review my current replacement needs coming to an agreement of installation to avoid further breakdowns. Though there were some issues with the service delivery from *******, I spoke with and had 2 other representatives understand what had occured, which they believed was a possible human error. ON/OFF Switch was left in off position for heater unit when Tech left my home. Other issues of requests for my signature has to do with the software that they are using, and may have been done contrary to company policy, allowing the customer to know why and what they are signing. Showing that the heater unit is in working condition before leaving the property is also expected which the tech failed to do. Finally,  a miscalculation of and possible misread by tech of the current rating which fell in the usable ( Not need for immediate replacement) a reading by second technician of 57.2 on a scale that should have been between 40-70. This did show that there was no need for the $640.00 cost of immediate replacement of the ignitor. The need for blower motor repair was concurred by second tech and in understanding the current situation of availability of units, the onset of winter and need for ongoing heat ( no longer optional due to weather conditions) I also met with the ******* sales representative who had assisted with the formulation and pricing of units needed  for the AC/Heater and already an installation date was scheduled conveniently  for my next day off work. I agreed with their follow up request to drop and remove the complaint from the BBB website. They did well by me, though it did take 2 days prior to a return to the home for this to occur, it was timely and efficient.
  
  
  Please remove the complaint, list it as corrected or let me know how to bring it off the BBB listing for ******* (Design Air). If I had not awoken at 3am in cold conditions, I would not have been mad enough to submit it as the stress involved in their scheduling to fix the heater (If I only knew I had to flip the switch back on) was to impact my work, stress the days that I had taken vacation to the brink ( Though cooling off was a curse it was also a blessing- allowed me to act and not just feel helpless in the situation that I had been unexpectedly in --- we had a flood in mid-July and that "loss of ability to act was overcome this time) )  return (Thursday) and I would not have been available for Thursday and my employment is also a priority. They did do allot to make things right and better.
  
  
  Thank you as well for this. I was very confused about the company name as well, they said it was a sister company and there had been a recent addition to *******. But they were all now affiliated and ******* took the situation seriously.
  
  
  
  Sincerely,
  
  ***** *****
  
  
  
   
  

  
  

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