GREENSTAR HOME SERVICES MISLEAD, DAMAGE AND SELL NEW STUFF LAS VEGAS Nevada
One of my A/C units at my property was broken on Sunday, July 30th and I have called and arranged a service visit with Greenstar Home Services on Monday, July 1, 2013. A technician came over to my property in the afternoon, same day. After cheking the units, he mentioned that capacitor and contactor of the broken unit was in bad condition and they need to be replaced. He also suggested installment of a part called Hard Start Kit that may extend the life of the unit a couple of seasons. He also mentioned that his Company could replace both units at a cost roughly about $3500 a piece + the amount I would be paying for the repair. Considering the information given to me, I have decided to proceed with the repair. He replaced/installed three items $307 a piece (According to HVAC Parts and Supplies Website, the retail prices of the parts replaced were; capacitor:$20, contactor: $8, and Hard start Kit: $10). I have paid a total of $1019. Following the repair, the unit appeared to be working, and I have paid the requested amount using my credit card.
I noticed however that the repaired unit is not working in the morning of Wednesday, July 3, 2013, and called the Company to schedule another appointment. The same technician came to my property, same day. After checking the unit, he stated that the fan motor was locked on and the condenser unit was damaged and suggested replacement of the whole unit as the best option. Since I was not satisfied with the explanation given to me and the cost of replacement was substantial, I wanted to seek for second opinion. I asked the technician to remove the parts he installed on Monday and refund the payment I have made excluding the diagnosis and tune-up fees. Upon his refusal. I asked him specifically to leave any parts he installed on the broken unit and declined his offer to replace the whole unit.
I have talked to one of the managers over the phone, and explained my position and asked him to refund the amount charged on my account. He told me that he would look it in detail and get back to me on the same day. Since the following day was Independence Day, I couldn't do anything but to live through July 4th at above 110 F temperatures. I have called the same manager on July 5, 2013 twice to discuss the issue further but I was told that he was not available on both occasions.
A second Company has visited my property on July 5, 2013 to asses the broken unit. When they inspect the unit, they noticed one of the parts replaced, the capacitor was missing from the unit for some reason. They also noticed that the second item replaced was not the correct one (a single-pole one rather than a two-poled one).
On Monday July 8th, the General Manager of the Company called me back and we discussed the issue. He offered to replace the unit for a price tag of $2950 + $1019, equaling to $3969. Since I had a price quote for replacement of the unit for about half of the price offered by him, I declined. He then offered me to replace the fan motor for free of charge, stating that it may put the unit in working condition. After going through the written statements made by Green Star technician and two other technicians, I came to conclusion that the replacement of the fan motor would be a waste of time, and prolong my family's one week no-A/C ordeal even further
Eventually, I got the unit replaced with a brand new one with a price tag of $ 2000 by another Company. As of July 9, 2013 my A/C service was restored to where it was supposed to be with a payment of $1019 to Green Star Home Services for nothing in return and a payment of a $2000 for a brand-new unit to restore the A/C service to my property.
As summarized above, the handling of my A/C service request by Greenstar HS has not only failed to repair the broken unit but also caused a damage on the condenser of the unit which was assessed as in fair condition the Company's technician on his July 1st.
4 Updates & Rebuttals
beyhanz
LAS VEGAS,Nevada,
STANLEY'S BUSINESS MODEL
#5Author of original report
Fri, February 07, 2014
Three months passed since my filing of the claim. No service, same old "someone will call you back" nonsense. They kept collecting the premiums in the meantime. I cancelled the policy, asked for a refund. Guess what? When you cancelled the policy, Stanley is not responsible for any repairs, even if you file your claim while your policy was active, and no refunds are allowed.
Here is the business model of Stanley Home Warranty;
SIGN UP THE COSTUMER, COLLECT PREMIUMS UNTIL A CLAIM FILED, WHEN SERVICE REQUESTED, FRUSTARTE AND FORCE CUSTOMER TO CANCEL THE POLICY, GET AWAY WITH THE MONEY YOU STEAL.
Management
Las Vegas,Nevada,
Greenstar Sets the Record Straight.
#5UPDATE Employee
Mon, July 29, 2013
Greenstar Home Services is an honest and ethical company and we pride ourselves on customer satisfaction, without our loyal and happy clients we would have no business at all, so let's set this record straight with some facts.
Greenstar Home Services responded to a "no cooling" complaint from this customer. Upon diagnosis of the system by our experienced and professional service technician, it was deteremined that the repairs needed to get the system cooling again were extensive and costly. Base on this and the age of the system, the client was presented with two opitons...repair the system and risk another breakdown and further expense or relace the system with our full warranties and gaurantees and not have to worry any longer. Against our professional advice the client elected to repair the old and failing system which we did.
Later in the week the clients system did fail again (as we explained to him might happen) and it was completely unrelated to the original repair. At this time we again presented the client with two options, repair the system again at an added cost or replace the system at this time and out of good faith Greenstar would credit the cost of the origianl repair towards the new system...the customer declined both options.
In regards to installing the "wrong parts" the client is simply mistaken and as far as Greenatar removing the parts that were installed and causing damage to the system, this is simply not true either. The client also stated that over the course of a few days (in which time he had no a/c in his house) he had three other contractors out that all confirmed Greenstar's reccomendation that it was time to replace the unit. Furthermore, being without a/c for a number of days was the choice of the client while he did his "investigation", not Greenstar's as we made every effort to remedy the clients challenges that same day.
A few days later the client called back demanding his money back for the repair that was performed. Again out of good faith and loyalty to our clients, Greenstar preseneted two options, we would be happy to repair the unit FOR FREE in an effort to satisfy the client or replace the system at a HUGE discount...again the client even declined both of these options.
I'm not sure what more we could have done for this client in an effort to satisfy him aside from taking the higher road and giving him his money back though Greenstar was at no fault what so ever, which is what we ultimatley did despite the fact that he did not follow our original recommendation, chose not to have us repair the unit for free and chose not to replace the system at a huge discount.
It is clear that in business no matter how honest you are, how hard you try to always do the right thing, how much you truely care about your clients, there are just some people out there that will never be satisfied and simply be out to discredit the name of honest and hard working individuals.
beyhanz
LAS VEGAS,Nevada,
Final Update
#5Author of original report
Tue, July 23, 2013
The Company actually refunded all the money charged to my account.
beyhanz
LAS VEGAS,Nevada,
The Company Steps Up
#5Author of original report
Sat, July 13, 2013
After this report was filed, Greenstar Home Services has contacted me and promised a full refund of the disputed amount. I appreciate Company's forthcoming and I am satisfied with the outcome. I will provide further updates if needed.