ComplaintsforProgressive Service Company

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Progressive Service Company installed a blower damper motor at my home on 2/28/2022 when my unit was less than 5 years old. A check in the amount of $634.25. Check# **** at the ****. This check posted on 3/1/2022. I also had a maintenance plan with this company. I also gave the company a check on 12/20/2021 in the amt. of $95.68 , check #***** and another check on 2/14/2020 it cleared on 2//19/2020 in the amt. of $95.60. Check #***** This company did not provide the maintenance they said they provided. My heat did not work months later after I canceled the plan with them. I then had a different company rectify that issue. The blowers were found dirty. I am uploading that check. You will see the amount, then. I have video of the tech doing the work on the burners, also. I was told that I should not have paid the $634.25 because my unit and parts are under warranty for 10 years. Because the unit was less than 5 years old at the time, I should have only paid labor cost. I telephone Progressive about this and was told that they have never heard anything about what I said about the amt. I should have paid. I attempted to discuss the matter with personnel at the agency, but they were dismissive.

  

  Business response

  02/15/2023

  Good Morning,

  Our Hvac manager and tried reaching out to the customer without any response. Please let me know what else we need to complete on our end.

  Customer response

  02/15/2023

  
  Complaint: ********  
  I am rejecting this response because: I paid for maintenance at least 3 times.  I believe I wrote at least 4 checks to this agency regarding this matter. One of the tasks that was not completed during their visit to my home was the cleaning of my burners during maintenance which caused me to spend more money because I did not have heat due to the dirty burners.  Also, I was told that because my unit was less than 5 years old, at the time the blower motor was installed that I should have only been charged for the cost of labor.  Reading that the cost of maintenance has increased in their response does not pertain to my case, at all.  I attempted to discuss this issue with personnel at this agency numerous times to no avail.  Personnel was dismissive and rude towards me.  At this point, I am speechless.  If, I need to provide images of the checks written to Progressive Service Company, I am happy to.  I will have to request it from ***** ********** ****** ******
  Sincerely,
  
  ******** ********

  

  Business response

  02/21/2023

  Please see attached warranty agreements. According to our records customer did only pay once for home care agreement. She also had several HCC inspections. When customer paid for the second time $95.68, it was for a "no heat" visit. All customers are obligated to pay a service fee when our technicians are dispatched to a service call. Also, the damper motor part that was needed to be replaced, was not covered by the warranty. In the previous email it breaks down very clearly for the customer and therefore customer should not be refunded. Also, the customer waited over 10 months to have these parts replaced. Then another year to complain about wanting a refund.

  Customer response

  02/22/2023

   
  Complaint: ********  
  I am rejecting this response because: During the time I had the maintenance agreement, technicians from Progressive Service Company ever inspected the burners to know that the burners needed to be cleaned.  That is the reason why I did not have heat, initially.  I believe in order to obtain money they (technicians) claimed that one of the blower motors was not working. Due to one of the motors not working would have been a part of the problem, but not the entire problem.  Technicians never checked the burners to have knowledge that the burners were dirty. I did not wait for over a year to have the blower motor replaced. I had to obtain a second and third opinion prior to spending the money that I spent.  After the the blower motor was replaced the heat would still not work because the burners were dirty.  That is why I had to have fresh eyes from another company to report to my home to determine the problem  It was determined that the burners were never cleaned during the time I had the maintenance agreement with Progressive. I was also informed during the time of the visit that because my unit was less than 5 years old, I should only have been charged for labor and not the total price of the blower motor. At the time, I complained to the company several times and was blown off, and ignored.  I learned recently and was not aware that I could contact BBB, and other agencies for assistance with attempting to have my complaint heard.  If video is needed of the burners being cleaned, please let me know, I have it. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My apt complex ***** had Progressive come out to fix a water leak in my apt on 11-19-2022. While fixing the leak, the 2 plumbers moved stuff around to get to the leak and dented my simple human sensor trash can. If they would have asked me to move stuff around I would have, but they didn't. I was getting some weird vibes as they were leaving and I now think they knew what they did. I noticed the dent on Tues 11-22 and called progressive. I was told it was there after hours and to call back during the day. I called back the next day 11-23 and spoke to commercial plumbing admin ********. She explained to me that her boss was on vacation and that she would call me back Monday 11-28 after speaking to her boss. I said to her "you're not going to call me back are you?" She assured me she would and if she didn't call her back. I didn't receive a call from her so I tried calling back 11-28 just before 5 and was on hold for 3 minutes so I hung up. I then called again on Weds 11-30 and left a message for ******** to call me back. I still have not heard back. They record the calls so they should be able to hear these calls. I have attached photos of the laundry room and they would have to move the washer to get access to the water. When they moved the washer it dented my trash can. I was hoping to get this resolved with them but getting no where.

  

  Business response

  12/09/2022

  Hello,

  After speaking with the manager and the two technicians that were onsite, they did not have to move anything around. Also, both technicians stated that there was not a trash can in the room. It seems a little strange that our technicians both stated there was not a trash can in the room and the homeowner didn’t use his trash can until 2 days later.

  Customer response

  12/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: Your technicians are lying. That trash can has always been in the room, nothing has changed. To clarify I use the trash can every day and it's a sensor can so it opens automatically. I didn't notice the dent in the can till 2 days later when I was taking out the trash. What I find stange is that 2 grown men didn't have to move anything in that tiny messy room to get access to the water?? You can continue to question my integrity but your wrong. Your techs are lying and that room has been messy like that forever and that trash can has ALWAYS been there. Your techs DID move the washer to gain access to the water. I knew that immediately since the spacing in the room had changed which I noticed after they left. I have had your techs in my apartment many times before with no issues. You installed the new air conditioning unit in my apartment last year. Your techs did a great job and I don't expect them to remember but ask one them if they remember how messy that room is. If they remember the trash can being in there? There were 4 or 5 of them here. I have no reason to lie and have too much respect for myself to waste anyones time. Your techs are lying and I now your running a dishonest business. My conscience is clear. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  08/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On August 15, 2022, at 10:07 am to inquire how much it was for water leak detection as I had a spot on the ceiling in the garage. The receptionist had to put me on hold and came back and told me that it was $89 for leak detection and that if the worker had to cut the drywall they did not repair the drywall. I informed the lady that I was calling around to check prices and would call back. I called back to scheduled an appointment. They were able to come up that day. The plumber came out and looked at the home at the ceiling and look at the bathroom above the garage and said he the way the water spots were spread out on the garage ceiling that it was most likely not coming from the bathroom. The plumber then advised me not to have him cut the ceiling and stated "save you about $150." He then said that I owed him $95 as a service fee. I informed him that when I call I asked how much was a water leak detection and she told me $89. He went and called his boss I believe he listened to second phone call when I scheduled the appointment. His boss Larry then spoke with me saying there is a service fee of $89 just to come out, I explained this was not stated on the call or sent in the email sent out. Larry then said while on speaker phone that if they didn't mention the service fee that staff would be fired. Larry said he would listen to the first call, he then call me back, and told me that I had to pay the service fee, I inquired if he had listened to the first phone call and he stated that he didn't need to listen to the first phone call and that I was refusing to allowing his service worker to work. At this point I put the phone call on speaker and said that no one stopped the plumber from working he was the one that stated that the leak was not coming from the bath. Larry was very hostile I once again asked to hear the first call where I was quoted 89 for leak detection but was not allowed to hear. Due to character limit this is all I can fit here.

  

  Business response

  10/04/2022

  I have looked into this and see where we did go out to the customers home. However, he did have a balance with us and I have asked our AR department to clear his account.

  Customer response

  10/11/2022

  
  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.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/16/2021 paid ***** **** *********** cash $11,000.00 for whole house generator. ***** sub-contracted work to Progressive Service Company and quality of work was not professional. Install isn't complete and load shed modules are not installed. Service manger informed me that the modules were install and they are not. Also they comprise the integrity of the generator by mounting conduit to the cabinet. If they start generator up without load shed modules they could severely damage the generator . As a license professional this is not how you do business with paying customers.

  

  Business response

  03/30/2022

  Business Response /* (1000, 17, 2022/03/15) */ As of 2/18/22 This job is completely done with all corrections made regarding satisfying customer complaints that could be corrected. Job was started on 12/15/2021. On 12/16/2021 generator was installed per ******* installation guidelines and Granville County inspector was onsite that day and passed all county inspections which cover not only national code, but also manufacturers guidelines. Customer however was not satisfied and called inspectors back to jobsite where they did realize a mistake was made and those mistakes were corrected, and inspections passed again. Same thing happened a third time. Overall due to customer not being satisfied after multiple attempts, job had been dragged out until 2/18/22. ALL inspections have passed once again as of 3/14/2022. Modules have been installed. As far as comprising the integrity of the generator due to mounting conduit to the cabinet, NEC code 334.30 states - "Nonmetallic-sheathed cable shall be supported and secured by staples; cable ties listed and identified for securement and support; or straps, hangers, or similar fittings designed and installed so as not to damage the cable, at intervals not exceeding 1.4m (4 1/2 ft) and within 300mm (12in.) of every cable entry into enclosures such as outlet boxes, junction boxes, cabinets, or fittings. Flat cables shall not be stapled on edge." Consumer Response /* (3000, 20, 2022/03/18) */ Thanks for the chance to respond it took three attempts for the said company Progressive to complete the contracted job. Also as stated the load shed modules were not install they weee install on the third visit . Technician apologize for not installing them and for the other mistakes and damages done. Foundation vent still wasn't repaired or replace . And NEC states that conduit should be supported not attached to appliance . Also conductors we're replace due to improper installation. Load shed modules were install outside expose to ambient weather and the three visits was due to inspections failed and the inspector call the office and had them return. For issues like wall penetration with out sleeves . ETC... Business Response /* (4000, 22, 2022/03/23) */ As stated previously, Generator installation passed originally ALL INSPECTIONS on 12/17/2021 as shown in inspections reports uploaded. However customer called inspections office back out because he was not satisfied. Which in order to satisfy customer, county and Progressive agreed to other inspections. Which all passed as well. NEC states conduit should be supported - we strapped (which is a means of support) to the unit itself in order to support within 12 inches. We also installed modules outside because they are Nema3 rated enclosures which means they can be mounted outside just as the Transfer switch is Nema3. I will also upload the spec sheet for those modules with this submission. As for Vents, we are unaware of a damaged vent. I will also upload pictures of all penetrations made with gas piping and electrical lines that will show no vents being damaged from our install. No conductors were replaced, they were rerouted in attempts to satisfy customer. We mounted nema3 junction box and shifted lines going to inside panel.

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