Complaints

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

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  Progressive Service Company

  110 Fortune Way Raleigh, NC 27617-1907

  
• 

  Progressive Service Company

  PO Box 91297 Raleigh, NC 27675-1297

  
• 

  Progressive Service Company

  3105 Cheek Rd Durham, NC 27704-5344

  

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:01/29/2023

  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.

  
  
  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,
  
  
  
  ******** ********e 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

  Date: 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.

  

  Business Response

  Date: 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 Answer

  Date: 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

  Date:12/05/2022

  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.

  
  
  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,
  
  
  
  ****** ****essage 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

  Date: 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.

• Initial Complaint

  Date:08/22/2022

  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.

  
  
  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,
  
  
  
  *** ***** 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

  Date: 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.