ComplaintsforGVEC

• Initial Complaint

  12/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved. Told them. They charged me for the month after I moved. It came to 186. ( I don't know why they even think it's OK to charge people that) I never signed anything to pay for the month after I move. Well now it hit collections on charges that shouldn't have been there in the First place.

  

  Business response

  12/22/2022

  According to our records, a request was made to disconnect service on June 20. Service was disconnected and final billed as of this date. A final bill for usage from May 30 to June 20 was sent out on June 22. This final bill was never paid. After sending bills with only the final billed past due amount in July, August and September, the unpaid final balance was sent to collections. If you'd like to discuss your account and final bill in more detail, please give us a call at ************, and a customer service representative will be able to assist you. 

  Customer response

  12/22/2022

  Complaint: 18627534
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 22, 2022 Hello I am trying to reach out to report gvec for inconsistencies in their policy. My power is currently disconnected in the heat of the day. They won't turn my power back on and despite what I had heard in previous talks with them about there being no disconnect fee they decided today to hit me with a 100 dollar reconnection fee with refusal to turn my power back on. I have dogs and my home is getting HOT. I am looking for compensation for predatory sales tactics, consumer targeting, and outright bullying. I would also like to note that 3 separate meters pop up on my online account.

  

  Business response

  08/08/2022

  We looked into this and see you are on a prepaid account. You were disconnected for not paying your ****. As stated on our PrePaid Billing webpage, just as for traditionally billed accounts, a $100 disconnect/reconnect fee is applicable for service reconnection after a non-pay disconnect. However, in this circumstance we see that we waived this fee for you, so you were not charged $100. If you have questions about your meters and ****, please give us a call at ************ and a customer service representative can go over this with you.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new A/C system from GVEC approx 3 years ago. Since then it as been repaired approx 6 times.I am 74 years old and for the last 3 days have had NO A/C again. During the last cold spell my house was at ***** degrees for a week. I was without a working unit for 2 weeks before that again dealing with no A/C in the heat. The A/C have been very kind and as helpful as possible - parts are hard to get apparently.they have replaced almost the entire unit and it still breaks. I have to endue the heat and cold for days and weeks - they don;t !!!!! i am old and dealing with this broken system is causing mental and physical issues I sure not have to endure. There are lemon laws for many things because sometimes stuff is just not repairable. GVEC has spent more on trying to fix the unfixable in man out costs than can be justified. I have endued more mental/physical issues than I should have. FYI = I do not have a telephone. I can not give what I do not have.Why can't I get the unit replaced instead of having in a constant start of "broke again" every 4-9 months.Any help will be greatly appreciated. Again, the GVEC employees have been wonderful kind and polite - that does not fix a defective unit.FYI - I do not have a phone. I can not give something I do not have.

  

  Business response

  08/09/2022

  We're sorry to hear you have experienced these issues with your HVAC system. We looked into this and find we were able to fix or replace parts covered by warranty, so you have not had to pay for any of these repairs. Based on our last visit for a common maintenance concern, it appears that your HVAC system was in good condition. It is difficult for us to get in contact with you to help with your concerns, since you do not have a way for us to reach you. But rest assured if you need us, you can come into one of our 5 offices, and we'll be happy to assist you in any way you need. We will continue to honor the terms of the warranty covering your system.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On the morning of 30 Jan 2022 my home internet service quit working. After attempting some simple trouble shooting I contacted my internet service provider GVEC Fiber @ **************. After the provider attempted to troubleshoot on their end they informed me they would have to send a technician out to my residence; however due to the holiday it would not be until the following Monday 03 Feb 2022 (5 days later). GVEC did come out on 03 Feb and put in a new temporary fiber line as the previous line had quit working, and then returned on 06 Feb 2022 to put in the final fiber line and bury it. On 12 Jan 2022 I received my internet **** for the month and contacted GVEC as I was billed for the entire month to include the timeframe that no service was provided. After speaking with the representative, she informed me that her Manager "*******" at the ******** office would not allow for the **** to be reimbursed during that period.

  

  Business response

  01/19/2022

  Hi ******. Our maintenance call turnaround time is 2-3 business days. We reviewed your maintenance ticket and found that you initially contacted us on Thursday 12/30/21 and were made aware of our maintenance turnaround time frame. We were able to schedule one of our technicians to come out and get your service up and running on the next business day, Monday 01/03/22. Since we were able to make repairs to get your service working within our quoted maintenance repair window, your account was not credited.
  
  
  

• Initial Complaint

  07/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 18th I paid an AC repair man $200 to fill my AC unit back up with freon as he determined my system had a leak. One of the areas he verified it was leaking from was from a faulty valve stem known as a ******** valve but once he put the cap back on I watched it stop leaking. No more air bubbles and he also recommended a part called an TXV be replaced. I called GVEC to have them come out and look at my system. On 07/02/2021 they sent me a technician by the name of ******. This person seemed as if he was in a rush as I believe I was the last stop of the day and the last thing standing in his way of a 4 day weekend for the 4th of July. He unhooked his guage from my lines at my outside unit and never put the caps back on. My house went from not cooling well to not cooling at all due to his carelessness not to mention how bad it is for the environment which is another issue. After multiple phone calls and their management refusing to call me I am left with no other choice than the BBB

  

  Business response

  08/17/2021

  Hello, *****. We looked into your situation and see on 07/02/2021 our tech found that your unit was frozen over and pressures were off due to a restricted ***, and we gave you an estimate for this part. The part was ordered but when our technician arrived to install it on 07/07/2021, he found the evaporator coil was rusted and out of Freon, indicating the coil had a leak. Because of the condition of the coil and age of your unit, our technician was unable to install the *** and instead recommended replacing your system. After your calls inquiring about a refund, one of our customer service representatives spoke with you to let you know nothing was eligible to be discounted from your unpaid **** because the rusted coil was the source of the leak, not the unreplaced caps. If you have anymore questions, please feel free to give us a call at ************.

  Customer response

  08/18/2021

  Complaint: 15675532
  
  
  I am rejecting this response because: My system was cooling just fine when it was working. The *** regulated the coolant levels in the attic HVAC system. My friend did not want to replace that part as it was a big job for him. I just paid him $200 previously to add coolant as it was low and he discovered it was leaking at the valves outside as I had to pay $75 for a special dye that showed where the leak was. I am not trying to collect the $200 for the house call but rather for my coolant **** from a previous AC technician which was also $200. I watched him as he had to put special caps to stop the leak and we did the spray and air bubble test to verify the caps solved the leak. Your technician you sent out ****** left these new caps off and it did leak out. If it were the coils it would have been a slow leak but all my coolant was gone thanks to ****** trying to hurry up and get to his 4th of July weekend and left those caps off. I am a 100 percent disabled veteran and the heat I was forced to sit in for over a week could have sent me to the hospital with an asthma attack. On top of poor customer service you guys have been dishonest. ****** said he would be back Monday he was not took til Wednesday and then your own rep said if ****** did that we should be able to comp you the coolant, as did **** the other salesperson you sent to my home. I know you wish it were solely the coil but it was not I already knew the leak was at the caps. And they leaked if they were not tight so if ****** left them off completely, yes all my coolant indeed would have escaped. Like I said my unit was cooling fine when it did work just sometimes it wouldn't for a few hours and then all of a sudden start cooling again but after you guys touched it then I had no AC whatsoever.
  
  
  Regards,
  
  
  ***************************** III
  

• Initial Complaint

  06/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called GEC in May to activate an internet connection at my home. I had a coupon for $30.00 a month. The CSR confirmed that the bill would be $30.00 monthly. Now they want me to pay 45.00 a month and have charged me a disconnect fee of $150. plus I'm sure the $90 late pay. This is freaking ridiculous. The internet never could connect to the router so I could never use my laptop. The TV got movies because it's one of those smart TVs that just does it. And the technicians only checked the T connection. They never offered to make sure the PC was connected. I tried everything I could think of the fix it. I gave up and decided to cancel the service. Now they want me to pay all this for a service that never worked in the first place! Incredible!!!!!!!!!!!!!

  

  Business response

  07/02/2021

  Hi *****, we checked into this, and found that the promotion you referred to was for $30 off per month as opposed to a flat cost of $30 per month. With this offer, the cost of monthly service was reduced to $45, with a 1-year commitment and free installation/activation. The $150 early termination fee (ETF) is standard on this promotion, as it allows us to recoup some of our incurred expenses. We were able to confirm that all of these details were discussed with you during your account set up call. We show an additional $100 fee charged to your account because the GVEC router rented for service has not yet been returned. If you could return the router to any of GVEC’s five customer service offices, we can quickly get that charge removed.
  
  We are sorry to learn that you had so much trouble connecting with GVEC Fiber. Please know that we stand behind Fiber service 100%, always, and regularly work with customers to troubleshoot and resolve problematic connections like you describe. If connection issues can’t be resolved through a customer service phone call, our next step is to send a technician to your home to diagnose and resolve the problem. Our research into your difficulties found that our customer service team tried on multiple occasions to contact you without success to do a troubleshooting call.
  
  If you have further questions regarding your account, please don’t hesitate to call us at ###-###-####.

  Customer response

  07/21/2021

  Complaint: ********
  
  I am rejecting this response because: 

  They are full of crap. The installers even repeated that it was 30.00 a month for 3 months after 150.00 install. 
  I'm not paying it!

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

• Initial Complaint

  06/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A/C has been broken 30+ days. Parts and repair can only be done by Gvec under warranty plan.

  

  Business response

  07/02/2021

  Hi ******, we looked into this and see that we were able to repair your unit on June 9. We apologize for any inconvenience you experienced while we waited for the part to come in. Unfortunately, getting parts is taking longer than normal across the nation right now, and the problem is worsened by the summer season being particularly busy. We were able to provide a window unit while you were without a functioning AC, and we hope it lessened your discomfort. If you have further concerns regarding this repair, please us call at ###-###-####.

  Customer response

  07/06/2021

  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,
  
  ****** *****

*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. ↩