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Gold Medal Service complaints

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11 Cotters Lane
East Brunswick , NJ 08816 | Get Directions

(800) 553-6060

http://goldmedalservice.com

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Total Amount in Dispute:
$14,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Gold Medal Service closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Gold Medal Service

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7/25/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $14,000.00 Amount Settled: $0.00

Customer Complaint

2/10/2023

I used Gold Medal Service to replace boiler and Indirect water heater. We spend $14,600 for installers to replace boiler. I wasn't asked about senior discount which should been apply to this total. I received poor service on 08/16/2022 job#9890684210. During cold season boiler stop working correct it do not recognize thermometer. When it is warm outside it is working, when cold it goes up to 61 degrees and do not go up. December 13, 2022 boiler stop working , there was a gas leak for 4 month, we was worry for our lives. We got warranty replacement, but it doesn't hold temperature and has a strange noice. When installers brought boiler it was not in package. Boiler is old, using more energy. My bill is 3 times more than it use to be. We did not receive any papers with warranty after last replacement. We still do not have working boiler. We also wanted new and modern system, but received old and none working system. Resolution Sought We want to cancel contract, we want get money back due to system broke down. We want new and modern heating system.

Company Response

7/13/2023

On March 28, 2023, our senior technician made a site visit to assess any outstanding concerns. We found the system heating to manufacturer specifications and maintaining the temperature set on the thermostat. The customer informed our representative the system is not to her expectations. She advised it was too large and they wanted a Navien high efficiency boiler with an indirect tank. Navien is not a type of unit sold through Costco to us and we were contracted for the Lennox GWB8-150 with a 50-gallon indirect tank. This type of system has a draft inducer motor that is different from Ms. Podymova's previous boiler and she is not satisfied with the sound of it running. We have assessed the draft inducer motor is running as expected and the sound level is normal. We spoke with Ms. Podymova's translator Zhanna has offered to replace the draft inducer motor proactively to see if it could potentially reduce the sound although we cannot guarantee this will be the case. We also have requested the utility bills to review to address the complaint of higher utility usage since the unit has been installed and have not received them as of yet. We wholeheartedly want to resolve this matter for Ms. Podymova. We have been speaking to Zhanna who has presented herself as Ms.Podymova's daughter to discuss this concern originally and it was notated when she called that she would translate for Ms. Podymova but she is not her dauther. We do not discriminate against any of our customers and are actively working directly with Ms. Podymova to address any outstanding concerns. The unit installed is what was contracted to be installed for the home and is working as expected. We have extended our offer to replace the motor and review the utility bills to see what further assistance we can provide. We also are scheduled for a site visit wit ha Lennox representative to review the equipment on May 15, 2023.

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