Complaints

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:06/11/2025

  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.

  Asked for electrician service Was estimated $800 repair. I asked for a cost breakdown on consult, labor and parts. Electrician agreed and told me they will once I agree to proceed I was then given a cost sheet that does not include any break down. When asked, electrician stated it is all included in the part price, which can not be break down further.Gillece then proceed to ask to take my picture holding the contract, saying it is standard practice. I felt extremely uncomfortable since I am a young female home alone, while they have 2 tall male telling me it need to be done.Later I found out that the part cost 6 dollars, and the parts+labor should not cost more than 150 I was taken advantage of and pressured.

  Business Response

  Date: 06/17/2025

  As always, Gillece Services is grateful for the support and dedication of the BBB in assisting our clients.
  In this case, the customer contacted us for ********************** service and approved the work after receiving a clear, upfront flat-rate estimate of $778.81. This estimate included the diagnostic, labor, and materials necessary to complete the job. The pricing was presented prior to any work being performed, and the customer signed an agreement before proceeding.
  This customer was also provided with a ***** Right of Rescission, which gives every client the opportunity to cancel without penalty. In this instance, the customer neither exercised that right nor contacted our office with any concerns following the completed service.
  We stand by the quality and professionalism of the work performed. We appreciate the opportunity to respond and thank the BBB for continuing to help ensure customer satisfaction.
  Sincerely,
  *******

  Customer Answer

  Date: 06/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hello!

  I received the flat rate quote, this is after I requested Detailed breakdown that separates labor, diagnostic and parts. I was promised one by the electrician. However, this request was not fulfilled since by the time I signed, I was presented one that is all included. That was not what I was promised.

  
  As far as the 3 days policy.  The diagnostic, the signing and the work all was done under one hour on the same day. That was the amount of time required, a single breaker replacement which took the electrician less than 3 minutes. There was no 3 days to cancel in this case since there was no time for any second opinion.

  
  Regards,
  
  ****** **

  Business Response

  Date: 06/18/2025

  Dear BBB,
  Thank you for the opportunity to respond further.
  Gillece Services provides flat-rate pricing, which includes diagnostic, labor, and materials in one upfront cost. This approach ensures transparency and eliminates unexpected charges. We do not itemize parts, labor, or diagnostic separately, as this is not part of our pricing model. This was clearly reflected in the estimate presented to the customer prior to any work being performed.
  The customer reviewed and signed the agreement approving the flat-rate estimate of $778.81 before service began. At that time, the 3-Day Right of Rescission was also provided, which gives all clients the opportunity to cancel without penalty regardless of how quickly the service is completed. While the work may have been completed within a short timeframe, the right to rescind still applied. No such request was made, and no concerns were brought to our attention until this BBB complaint. Please see attached 3-Day Right of Rescission.
  We are confident the work was performed professionally and in accordance with our service standards. We appreciate the BBBs continued support in helping to resolve customer concerns.
  Sincerely,
  *******

• Initial Complaint

  Date:02/08/2025

  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.

  We had a furance installed roughly two years ago. This winter our furnace began having issues with running properly. I had scheduled with Gillece two time before they finally came. Once they came the problem only increased the furnaced stop running after only a few hours. Weve had 6 different technicians and a manager, we have been given conflicting explanations to the problem but nothing to actually fix or address the problem. The manager came a second time and simply said the furance was running. I called and attempted to seek some help and was berated by the dispatch who dimissed my issue because the manager simply said it was running. I feel after six visits and this last phone call I have run out of options.

  Customer Answer

  Date: 02/10/2025

  I called them again this morning to confirm they were going to arrive to repair the furnace. The supervising dispatcher dismissed my complaint and the fact they'd been out six times and wanted to charge me the service fee. They then told me I should seek another compenies help with this issue. I did notify them I contacted the BBB and that I would like any notes from the visit but they told me they were internal and would not give them to me. I only kept reaching out to them because they are the ones who installed this furnace and one of their employees stated it was the wrong size furnace. I did reach out to another company but not sure what to do now especially if its the wrong furnace.  

  Business Response

  Date: 02/18/2025

  As always, Gillece Services appreciates all that you and the BBB do to help our clients. Your hard work makes it possible for Gillece to make all our clients happy clients. As for this customer, we serviced their home for a non-operational furnace on 09/28/2022 and sold them a new furnace. We left a voicemail in October 2023 offering a furnace check with no return call. ******** called in April of 2024 wanting a furnace check due to the furnace running all night. Mr. ***** cancelled that appointment and stated he will call back because he will be out of town for a few months. Mr. ***** then called in for a furnace check in December 2024. Those appointments were cancelled as well.Since installing the furnace Mr. ***** has not had a furnace tune up. The first time we serviced his furnace since purchasing it was January 2025. We did not charge this customer. We adjusted the gas pressure, and the customer stated they were planning to get their chimney cleaned and would call back if the issue continued. Mr. ***** called in again February 2025 and we sent our HVAC Manager. When our manager arrived on site the furnace was operating and showing no error codes. There was nothing for my manager to diagnose. Mr. ***** called in again and we stated that it would be a trip fee of $65 to send a technician out. We did not charge him the other times we sent technicians. Mr. ***** felt that we should not charge him for a diagnostic visit. We explained to Mr. ***** that he could call another company if he wanted. His labor warranty expired with us,and he has the manufacturer warranty on the furnace.  Once again, thank you for your hard work and allowing Gillece Services the opportunity to make another client happy.
  Best,
  Lindsey 

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Gilleces statements are patently false. I can and will provide the information from mckvay which demonstrates that a code was present one showing the control board was damaged and needed replaced. ***** was able to conclude that my furnace was not in fact overheating and the chimney was in no way reaponsible for the control board failing. In addition to this gillece canceled on me twice prior to arriving on 1/27 and worsened the issue once they did arrive their technician also recommended that I have them install a vent on the system in the basement to avoid overheating which wouldve damaged my systems efficiency. I will also provide the bill showing the work completed by mckvay. Since the control board repair the furnace has operated as expected from a new furnace. I believe Gillece is a company lacking in transparency or any qualifications that would be expected from a company that works on ********************. I believe they should provide any documentation on their visits to my home to ensure no other systems were worked on to protect myself and my family in the future from any possible negligence by Gillece.

  
  Regards,
  
  ******* *****

  Business Response

  Date: 03/05/2025

  As always, Gillece Services is grateful for the support and dedication of the BBB in assisting our clients. I would like to clarify that Mr. ****** labor warranty with Gillece Services expired on September 28, 2023. He still holds the manufacturer's warranty. Please note that Mr. ***** was not charged for our HVAC services following the initial installation. We understand that he chose another company to address his furnace issue and are pleased to hear it is now functioning correctly. Thank you once again for your hard work and for giving Gillece Services the opportunity to ensure another client's happiness.
  

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Unsure what to do they seem very set on not helping me or addressing my issue. I asked for the documents from the visits but Ive received nothing. 
  
  Regards,
  
  ******* *****

  Business Response

  Date: 03/13/2025

  As discussed in prior phone conversations there are no new invoices available because no new work was sold. 

  Customer Answer

  Date: 03/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Honestly i have nothing else to say to this company their employees stated they would make notes about their visits. Since they are determined to remain intransigent.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:01/22/2025

  Type:Billing 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.

  Originally two gentlemen showed up to the house regarding an issue with our hot water tank they misrepresented themselves as the owners of gillece services. They had me use my credit for financing for the issues regarding a hot water tank a leak in the bathtub and fixing our faucet. Then after I was approved my sister was going to be the one to pay and they have her bank information for it. On the paperwork Sherris name was signed as the buyer through my credit. They also said that it will be zero percent interest for 12 months through a place called Goodleap. They had two guys show up to do the work and they replaced the hot water tank and fixed the drip in the bathtub. Then before they left they handed Sherri the file and they tried charging her 7,000 dollars. She called and complained and they dropped it down to 3,000 dollars. Now I just got the first bill from goodleap today saying a payment of 38.71 by January 25th. I called and spoke to a lady that worked there and asked about the interest and I was told that they've been tacking on interest daily since the work was completed. So we were lied to multiple times about pricing about financing and about zero interest they misrepresented themselves more than once.

  Business Response

  Date: 01/31/2025

  As always, Gillece Services appreciates all that you and
  the BBB do to help our clients. Your hard work makes it possible for Gillece to
  make all our clients happy clients. As for this customer we were called
  11/18/2024 to service their home because they had a non-operational hot water
  tank. We serviced the Claroni’s the same day and sold them two estimate’s totaling
  $7,127.75. I have attached the two signed estimates. This customer signed for
  the 15 year financing option on 11/18/2024. On 11/19/2024 this customer called
  regarding price. We agreed to a price that the customer believed was fair. I
  have attached the addendum invoice reflecting the new price. The customer once
  again signed updated financing for the 15 year loan. Goodleap does not have an
  early payoff penalty. If you make larger payments per month you can payoff the
  loan early and avoid high interest. Once again, thank you for your hard work
  and allowing Gillece Services the opportunity to make another client happy.
  Best,
  Lindsey 

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I apologize I wasn't able to respond back to the message that was emailed to me from the company. I went on today and it said the complaint was closed. I was looking on the files they sent and that was my sister's name that was signed on all of those attachments. They asked if they could run my credit and I agreed but I left to go back to work so I wasn't present when all of that took place. I've seen how much new water tanks cost and they cost about $500 brand new and for that little fix they did in the bathroom took all of 10 minutes from what my sister told me so $3,000 is still very high from the little work that was done. They told my sister that it would be payed off within 12 months with her payment schedule. Since she was there by herself I feel that they also took advantage of her because she doesn't understand much without me or my brother present with her to help. My name wasn't signed anywhere on those contracts but they used my credit for the loan. 

  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/02/2024

  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.

  June 2020, I called Gillece Services. Per their report, my AC unit was too old to be repaired and that a new one would be in excess of $6000. It was also suggested to get a new furnace, which ended up totaling in excess of $9000. The installation was on 6/18/2020. The unit was functioning appropriately until the annual evaluation in 2021. The limit switch needed replaced and because the weather had changed they jumped my furnace, which in turn made my house too hot. They adjusted the heat and the limit switch was repaired in Oct 2021. From that point, I became skeptical with the annual servicing. It was operating fine until this summer, which was the hottest weather ever. I contacted Gillece in May and the appointment was cancelled 3 times. I was finally given an evaluation in June 2024 with the prices of $ 417.32 for a capacitor and $490.47 for a cleaning. This price is in addition to the monthly payment for the install four years ago. I attempted to call to call Gillece in July and spoke to three different people on three different occasions before I spoke to Lauren-the District Manager on July 24, 2024. At that time, I requested the original bill of sale as well as any repair transactions to be emailed. Lauren stated that due to the time frame of the sale, the paperwork had to be requested. No email or phone call was received. On Aug 13, 2024, Lauren was called again and she stated she did not receive a response. It was asked if this request could be expedited. At that time, Lauren spoke to me in an demeaning manor. Then stated to call the manufacture to see if there is was a warranty. Aug 21, 2024 I contacted Amana, they said a warranty was available for parts till 2025. I called Lauren back, gave her the info from the company, and she stated the quote that was given in June may not have included the part and the quote was only for 30 days, which was not previously mentioned. I requested to speak with the owner. To date, no email or call has been received.

  Business Response

  Date: 09/09/2024

  As always, Gillece Services appreciates all that you and the BBB do to help our clients. Your hard work makes it possible for Gillece to make all our clients happy clients. As for this customer I tried calling the number listed on this complaint and the number on the account. The number listed on this complaint went straight to voicemail and the account number did not have a voicemail set up. I have attached the original sale invoice to this complaint and also the invoice where we replaced the pressure switches and control board under warranty. If you have further questions please call our office and ask for Lindsey and I'd be happy to help. Once again, thank you for your hard work and allowing Gillece Services the opportunity to make another client happy.
  Best,
  Lindsey 

• Initial Complaint

  Date:07/12/2024

  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.

  we have a brand new AC unit that was installed 4-23 (not by gillece). the furnace stopped working 1-24, gillece replaced the furnace. furnace & central air are connected to one another. when gillece showed up day one,they brought the wrong unit but hooked it up so we'd have heat til they could get the right one. hooked up the second one and we assumed all was well until the weather changed & we tried turning on AC but it would not turn on. called gillece and they argued that they didn't install AC but after awhile of arguing they agreed to come take a look. turned out they hadnt plugged the AC back in after installing furnace. again something seemed off so called gillece again & argued. we explained that they HAD to do things to AC to replace furnace.. finally came out again & found that they had turned the fan down so it wasn't pushing the air out of the vents. again, something they were responsible for. & now AC isn't COLD called the guy who installed AC but since gillece is the last one to touch it,he says warranty wont cover him looking at it. he also says sounds like they accidently released refrigerant while replacing furnace twice. theres a coil on the inside of the furnace that they HAVE to move to replace furnace, that coil is where refrigerant could have leaked out. argued enough to get a tech from gillece out here to take a look and he tested,says it IS low & another guy would come fill it. next guy says its TOO FULL and lets some out. tested my air vents and said its around 60-70 degrees and to turn it off and back on again,immediately leaves and doesn't wait to see if its fixed.which its not. they set apps &just won't show up, hang up on me, refuse to give me a manager, and refuse to send a guy out unless I pay them. they did a bad job installing the furnace and I was going to let it go but now that they broke my AC as well, I need results. my furnace is taped together with duct tape. this company is bad and unprofessional. $16k for duct tape &broken AC

  Business Response

  Date: 07/19/2024

  As always, Gillece Services appreciates all that you and the BBB do to help our clients. Your hard work makes it possible for Gillece to make all our clients happy clients. As for this customer we serviced this customer's home on 1/17/24 and Mr. ******* purchased a new furnace. 
  This is the review Mr. ******* posted about his experience with our company. "They came fast and everyone was very nice. We didn't have heat so while they worked on putting a new furance in they brought heaters for us! I would recommend them we have animals and they we're also very nice and made sure they closed the doors ??. They did bring the wrong furance but thats ok mistakes happen! so if this happens to you be patient with them THEY GOT YOU! they ended up hooking the wront furance up until the next day and hooked the one i bought up the important thing was they MADE SURE we had heat. Install looks amazing, They also sent us a gift. No money inside tho, just kidding Gillece Services I appreciate the gift bag and cookies are awesome also. Thank You everyone at Gillece Services." 
  As you can see Mr. ******* was extremely satisfied with our installation. We did not do work on this customer's ac. We did not install it and Mr. *******s ac is not covered by any warranty by Gillece Services. We did not turn the fan down; we turned the fan up for Mr. ******* to the units max. Mr ******* was made aware that his ac unit is undersized at 2.5 ton. Any concerns with his ac should go through the company that installed his ac unit, not Gillece. If any issues arise with OUR installation, we will absolutely adhere to our warranty policies.
  Once again, thank you for your hard work and allowing Gillece Services the opportunity to make another client happy.
  Best,
  Lindsey 

  Customer Answer

  Date: 07/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/24/2023

  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.

  July 3rd i called Gillece to see if they can come out that day because i had water in my basement, girl said yes they can do it,
  i waited all day and called back almost 5pm figure they closing and she said she was getting ready to call me they cant make it today be out first thing in morning. guy came out said he cant get water out of basement he can do a snake for 1000 or a router for 2000where they push water though and he swore it always works and said he can see though his camera, so we did the water and he then told us he could see our line was busted and that he would have to dig and replace it and that would be 4000.. i said ok because i thought it had to be done he said it was busted and he has a camera to see... they come out 2 days later to dig and my line wasnt busted it an elbow on it and he said he didnt realize that, i dont see why im paying 6000 when it didnt have to be dug up in first place and they left that machine on my property for 5 days and i told them from day one i was not storing it and would be charging 1000 a day to leave it.. you can see in pictures pipe not busted or full of anything. he just didnt know what he was doing and found a woman to take advantage of you can see the yard they tore up from machine just sitting there, that machine sat 5 days and was used total time maybe 90 minutes. took them a week to do a 9 hours job. they would come at 830am and be gone by noon and then skip a day and then come do little more then leave then come back. very unprofessional i was lied to from day one when they said they would come out and didnt, i could have called someone else that same day if they had been honest and its a 24/7 hour business so im still unsure why they didnt come out that day. just need help as i just dont see why they can dig up my yard when it didnt need done then they add a vent and put it right in front of the step where my grandkids and myself and everybody has to walk up steps to get inside. accident to happen

  Business Response

  Date: 08/01/2023

  As always, Gillece Services appreciates all that you and the BBB do to help our clients. Your hard work makes it possible for Gillece to make all our clients happy clients. As for this customer we serviced this customers home on 7/4 and found they had a compromised pipe (see photo improper pipe) and was unable to clear the line. This improper piping was the reason for this customers problems. Our technician did not say this pipe was broken just that it was compromised and not put together according to code. On 7/6 we excavated the customers yard in order to access the compromised pipe. On 7/7 We used a hydro jet on the mainline to clear the line. Once the line was clear we did a camera inspection to test the integrity of the pipe. On 7/8 we installed the proper piping and installed a temporary vent. Since this was a Saturday we could not complete the job because we had to wait until Monday for the inspection. On Monday 7/10 our work passed inspection, we relocated the temporary vent   (see photo vent relocated), backfilled, removed our equipment, and smoothed out the customers yard (see photo yard final).  Once again, thank you for your hard work and allowing Gillece Services the opportunity to make another client happy.
  Best,
  Lindsey 

  Customer Answer

  Date: 08/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  My yard was no way smoothed out and i send photo of the  rutts and i ask them over and over to move machine off property while not in use, as i didnt want it to tear my yard up

  I was told that the pipe was busted and it wasnt, i dont see how they can lie about this and get away with it,   if you cant do anything then i will have to get an attorney  my walk way also had bricks laid and they tore them up and you mean after charging 6000 for nothing they couldnt relay the bricks back down?  

  I dont believe i had to get this work done Eric Lied and told me the pipe was busted.. he had a camera and said he could see it was busted 
  
  
  
  Regards,
  
  
  ***** ******

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair 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.

  ITINERARY FROM GILLECE SERVICES TO BBB
  
  ###-###-#### GILLECESERVICES 11/01/2022 04:44 PM
  ###-###-#### [V] **** ****** 11/01/2022 05:51 PM Gillece Technician
  
  Monday 10/17/22: Called a couple of plumbing companies about my drains in the basement of home having a backup problem. Gillece Services said that $93 or free. Placed appointment for Gillece Services on Tuesday 10/18/22.
  
  Tuesday 10/18/22: Gillece Services arrived and tested home with drain blockage opening services. Gillece Services confirmed that the connection between our home and Monroeville’s drain connection that a problem may exist. Gillece Services confirmed that backhoe services for outside drain connection to Monroeville’s drain needs looked at.
  
  Wed 10/19/22: Gillece Services brought backhoe machine to dig outside sewer, left the backhoe machine in backyard, and said they would be back in two (2) days to finish the job. Home was left for draining to confirm no problem in home.
  
  Thursday 10/20/22: Gillece Services called at 1:07 pm and said they would return next week.
  (****** cleaned floors of debris with power washer and returned stored items that were moved prior for drain testing equipment testing)
  
  Monday 10/24/22: Gillece Services cleared outside hole and put new pipe in and left hole open for inspectors.
  
  Tuesday 10/25/22: Gillece Services called and said that Allegheny County inspectors will not be out today.
  
  Wednesday 10/26/22: Gillece Services finished job after Allegheny County inspections were done.
  
  Wednesday 11/2/22: Made final payment to Gillece Services via phone. No warranty given yet.
  Not covered under the Hartford Insurance Policy. Total Payment $8,500.
  DRAIN BACKED UP AGAIN
  
  Saturday 11/5/2022 9:04 AM: Drain backed up again. Called Gillece, Chelsea took complaint.
  
  Saturday 11/5/2022 11:08 AM: watched garage floor flooding, called Gillece again - need service technician.
  
  Saturday 11 /5 /22 3:00 PM, Technician will arrive Sunday 11/6/22 around 8:30 - 9:30 AM.
  
  Sunday 11/6/22: Waiting for technician to arrive. Called Gillece at 10:00 AM and was told that he would be here within an hour. At 11:00 AM, **** arrived and started flushing the lines. After approximately 45 minutes he found that the last eight (8) of piping before it leaves, the house was completely clogged with toilet paper and debris. With the power bulb and camera, he determined that the Gillece never got a chance to clean the pipes there before determining that the outside drain was at fault for the initial backup.
  **** said that he now guarantees that the system is completely open and no more problems should occur. He left at 11:50 AM.
  
  11/07/2022
  Hello GilleceServices,
  I am inquiring for a synopsis of the flooded garage floors 11/6/22 that appeared after one week since a new outside drain at the back of our house was completed.
  I asked the technician, ****, to quote to us the reason that this flooding occurred and he said to contact the office of GilleceServices on how the flooded basement was cleared and any warranty for any future flooding.
  Please email your response.
  Thank you for your assistance in this matter,
  Carol Sullivan
  175 Penn Lear Dr., Monroeville, PA 15146
  ###-###-#### or cell ###-###-####
  
  4/19/2023
  I had the Plumbing Company come to my home because of a sewer backup.
  The plumber came and attempted to clean out the drain but to no avail. The plumber said that possibly the outside drain needs replaced after all attempts were done on the inside of the home. They missed eight (8) ft. of inside drain that should have been cleaned prior to determining that outside drain needed replaced.
  See itinerary above.
  I had no choice to have the outside drain dug up and replaced. They used a backhoe to open a large hole and replaced the outside drain for $8,500. The amount was paid in full. I was not happy about the price but had to have it done anyways.
  They said they would return within six (6) months and clean up the debris, reduce the size of the drainpipes lower to the ground, level out the area that was dug up and plant sod for completion of the job.
  When April arrived, my wife called the company and said when is Gillece Services coming to repair the outside yard that they had dug up to replace the drain. They have put us off after multiple calls and multiple days and the area they dug up looks terrible and needs cleaned up, leveled to match the other part of the yard, sod added and drain (vent pipes) need cut need cut to the ground.

  Business Response

  Date: 04/24/2023

  As always, Gillece Services appreciates all that you and the BBB do to help our clients. Your hard work makes it possible for Gillece to make all our clients happy clients. As for this customer we have made contact and set up an appointment to come clean up, level their yard where we worked, and cut down the drain pipes. Once again, thank you for your hard work and allowing Gillece Services the opportunity to make another client happy.
  Best,
  Lindsey 

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  We have not heard back from Gillece Services since we were promised they would be out to correct the problems they created.
  We had called them three (3) times in the past and they said they would have someone come out and take care of it.
  Please reopen our complaint ID ********.

  
  Thank you,

  
  ****** ********
  *** **** **** **
  *********** ** *****
  ***** ********
  
  
  

  Customer Answer

  Date: 05/03/2023

  Gillece Service called yesterday evening and said that someone will be out to correct the situation.
  They will call first.

  
  Level the yard where it was dug up, clean the debris from the top of the hole and cut the vents to ground level.
  See photos attached.

  
  Thanks, 
  ****** 

  Customer Answer

  Date: 05/09/2023

  Hello ********,
  I assume things are complete since yesterday with Gillece.
  They cleaned the ground and put down clean dirt.
  Thank you for your help.
  You may cancel the complaint.
  ****** ********

• Initial Complaint

  Date:04/17/2023

  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.

  Gillece Services technician asked me to sign the contract paper for replacing the part but at the end, technician just clean the part and put it back in the furnace and charged me for about $275.
  Technician never changed the part and he asked me to sign the contract for replacing which he never did.
  My service invoice # *********
  
  Location: **** *** ****** ***** *** ******* *** *****
  
  JOB ID
  *********
  
  Date of service: April 02, 2023

  Business Response

  Date: 04/18/2023

  As always, Gillece Services appreciates all that you and the BBB do to help our clients. Your hard work makes it possible for Gillece to make all our clients happy clients. As for this commercial customer there were two estimates sold. One was installing a new hot surface ignitor and the other was cleaning and installing the existing flame sensor. Mr. Patel's invoice clearly states that. Mr. Patel was offered a $100 refund in which he refused. If Mr. Patel would like to continue with the $100 refund I would be happy to proceed. Once again, thank you for your hard work and allowing Gillece Services the opportunity to make another client happy.
  Best,
  Lindsey 

  Customer Answer

  Date: 04/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I would like to get refund for the charges of cleaning the
  part (full amount for cleaning or near the full amount for cleaning). Why Gillece Services is not disclosing the exact charges for cleaning the part?
  Also I would like to get some amount of refund for the part
  (surface igniter), which they charged me more than 12 times of the actual price
  on ******.COM This is the only part they changed.
  Here is the link for the part they changed on amazon: https://*****************************************************************************
  
  All together the technician spent less than half an hour at
  my home and they (Gillece Services) wants me to pay $707 for their half an hour service.

  I would like to get at least
  $350-$400 as refund because I do not want to pay more than $300-$350 for the
  whole service (I received) including part change, cleaning & technician fees.
  
  
  
  Regards,
  
  
  
  ************* *****

• Initial Complaint

  Date:12/27/2022

  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.

  On November 1, 2022, I contacted Gillece Services because of a backup with my sewer line (evident from my basement drain). I took advantage of their “$93 or free” offer as I was told that there are low odds of any major issues needed. However, as work progressed, I was advised that further work would need to be done. Each time, I was advised that the odds of something major needed were low, but once the technicians began on each section , somehow the necessity for further work become more commonplace “in their experience”. When the technicians did arrive to work, they would typically spend the first 90 minutes sitting in their van or personal conversations. This project took a total of 7 weeks which included: several days of nice weather with no work being done, a 12-day stretch of no work done as line marking requests were not made when originally stated, and 3 weeks between when the concrete was replaced to the time that the concrete wood framing was removed. The majority of this time, the communication from the company was poor and I was advised to try to contact the technician if I wanted an update. However, I was receiving conflicting information between the company and the technician. I had voiced my frustration with the company only to receive excuses. Based on the technician, my neighbor's frustration with this process was taken much more seriously.
  
  Unfortunately, during much of these 7 weeks, I had to be extremely cautious when using any water source that might utilize the sewer line (which resulted in an absence of laundry being cleaned, showers being taken on a regular basis, and toilet-use kept to a bare minimum). For the roughly 30 days of anxiety, missing in-office days at work due to miscommunication of when the technician would be at my home working, and having to feel like I had to “walk on eggshells” in my own home with my water usage – I get the privilege of paying $25,000, which I am now questioning per expert advice.

  Business Response

  Date: 01/05/2023

  As always, Gillece Services appreciates
  all that you and the BBB do to help our clients. Your hard work makes it
  possible for Gillece to make all our clients happy clients. As for this
  customer there were multiple jobs started and completed at this customers home.
  There were hold ups with waiting for the street to be marked. We never told the
  customer he had to walk on “eggshells” in his home with his water usage. Also,
  on a phone call on 11/13 we told customer he did not have to be home since the
  work was being done outside. The customer did need to be home on 11/30 when we
  did work inside his garage and inspection. We did not tell the customer to
  contact the technician for updates on their job, that was for an exact time
  frame for the continuing work. We did not collect any payment until after the
  job was completed. Once again, thank you for your hard work and allowing
  Gillece Services the opportunity to make another client happy.
  Best,
  Lindsey 

  Customer Answer

  Date: 01/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  The response from the business was completely disrespectful to me and did not address any of my complaints.   The bulk of their response was primarily geared toward the BBB as a lame attempt to "suck up" to them - as NO, THIS CLIENT IS NOT HAPPY AT ALL.   I will go a different route with my complaint and make sure it is much more public and widespread.  No laws will be broken as I am consulting a legal expert on my options and how to go about achieving the resolution to this matter.   Thank you.
   
  
  Regards,
  
  
  **** ****

• Initial Complaint

  Date:09/20/2022

  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.

  Paid $95 on September 1st 2022. I had called the plumbing customer service people to see if my water heater they supplied in 2006 had a lifetime warranty. At the time I purchased this I was led to believe it did have one a lifetime guarantee. The water heater tank was broken and leaking water in the basement. It needed to be replaced. Well speaking with the customer service person I repeatedly asked if the water tank I purchased from you had a lifetime warranty guarantee on it. Every time I ask that question she replied I don't have access to that information your technician will have that. Find it hard to believe that they don't have access to my past account information regarding the water heater. I agreed to have the tech come out to check the water heater to be replaced. The first thing he did was check the gas lines. He told me there were two leaks. Ask them what that would cost. Told me he would get to that when we looked at the water heater which was the initial problem. I asked him if there was a lifetime guarantee on my water heater. He told me in 15 seconds flat no it did not. I told him I was led to believe that did have a lifetime warranty. He stated at that price no it wouldn't have a lifetime guarantee. At that point I paid the $95 and ask them to leave. I'll have to stop payment with my bank at this point it is indispute with that bank in the plumbing company. Had I known that there was no lifetime guarantee I would not have had this Plumbing provider come out to look at my water heater I have been duped by them before the only reason I called was I was led to believe there was a lifetime guarantee. It is not believable that the customer service person I spoke with did not have any of that information. That forced me to have a $95 service called come out and tell me I had two gas leaks that were not related to the problem. The invoice number * * * * * * * * *. Went with another company they replaced my water heater and noted no gas leaks. Thanks *****

  Business Response

  Date: 09/26/2022

  As always, Gillece Services appreciates all that you and the BBB do to help our clients. Your hard work makes it possible for Gillece to make all our clients happy clients. 
  As for this customer we were unable to find the leaks since the customer had the water heater drained prior to our arrival. This customer had a 6 year warranty that expired in 2016. We have refunded this customer their $95 for this service. They should expect to see it reflected in their account within 7 business days. 
  Once again, thank you for your hard work and allowing Gillece Services the opportunity to make another client happy.

  Best,

  Lindsey 

  Customer Answer

  Date: 09/26/2022

  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. 
  
  
  
  Regards,
  
  
  
  ***** *********

   

  Still didn't address why they couldn't tell me over the phone when I called about when my warranty expired in 2016 and was not a lifetime warranty.

  Business Response

  Date: 10/05/2022

  Our customer service representatives have a specific booking screen when booking a call. On that screen they cannot see previous warranty information. She stated that to you and stated she would notate it in your notes. She then told you the technician can look into that further and go over all that information with you on site. You agreed to that and did not ask for further clarity prior to the technician coming out. 

   

  Best,

  Lindsey