ComplaintsforNDTM, LLC. dba Grogg's Home Services

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2023 I had groggs install and all new furnace and ac unit for $8000 I paid cash the ac ran fine all summer but shortly after starting up the furnace it quite working we called groggs who came out and said we had bad gas we’ll I called ******** hope who red tagged our furnace and hot water tank (hot water tank had a separate issue it was against code we’re it was at) and called groggs back and had them meet ******** at my house while ******** was here they said ok it’s drip gas we just have to change some things and set it up different we can fix it we will be back they came back a week later and said sorry it’s the gas we can’t fix it and said I could finance an electric furnace through them since it was bad gas everyone on our road has the same gas they have furnaces also so I called pleasants air and they said it is possible to fix it so I called groggs back groggs said they will not give us our money back they will not pay to have it service elsewhere and they were doing us a favor by working on it because we have drip gas and its not covered under warranty when I asked why I got no paper work at installation other than a receipt and I filled out papers they said they don’t know basically and when I asked why they didn’t check it when they installed it they said they aren’t required to because it’s brand new and they know it will work basically I said ok please take the furnace back I want you to just take it back and give me my money back and they said no that’s not how it works they won’t do that if I don’t get this issue resolved I’ll have no other choice than to get a lawyer I have five kids I paid for a furnace that doesn’t work and they refuse to make it right or give me my money back this has cause stress and anxiety in my life because of having to run space heaters making sure my children are warm at night and our house doesn’t burn down

  Business response

  12/18/2023

  Thank you for the opportunity to respond. We can confirm that we installed a new furnace and air conditioning unit in February of 2023. Prior to installation, we were informed by the customer that gas was provided to the home by **** *** ******** ******. While gas is furnished by **** *** * ******** ******, the customer did not inform us that the gas provided was drip gas. For a furnace to be compatible with drip gas, certain configurations need to be made. We offered to make such configurations so that the existing furnace would be operational, but the customer refused to allow us to repair the system. After receiving this complaint, we have reached out to the customer to attempt to resolve this matter.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Groggs came to do a check on my heating and cooling. Date 8/24/22 during the service they told me I needed a part which was 205.00. The offered a yearly contract for 169.00 which would give me 20% off the part and 2 free service calls a year. So I said yes. After the service call was over I found out they over charged me for the part I could buy the part for 49.00 from the manufacturer. I called to cancel the contract and ask for a refund on Sept 8th. I was advised they would mail my refund. On October 5 I called again and was told they would credit my credit card. I told them I paid by check so they said they will issue a check in about 7 days. I paid total 356.68. The part was 209.36-20% 41.87 + plan 169.00= 356.68. I know I still have to pay for the service call which I’m fine with. But I want a refund for the difference from 169.00 - service call=. When I called the second time they said it would be a difference of around 55.00. I have not heard from them.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I subscribed to Groggs advertised cozy program that waives their fee to come check the problem and gives a discount for service that may need to be done. I pay a fee every month for this for my home in Morgantown. Their website clearly states what you get for the fee including being brought to the front of the line if you call in with an issue. When I went to use them after many months of paying, I was told that they didn't service my area any longer and I would have to pay the service call fee. I complained and they waived this since they never informed me about it nor gave me an option to cancel. I stayed with them anyway and the next time paid the service fee. Last week, I called because I had no heat. I stated I had the cozy program. They said they could not service me for 5 days later despite what I was paying for every month. They clearly are committing fraud by advertising one thing and not holding to what you are paying for. I would like to be reimbursed the money they billed me and were never intending to provide the stated service I paid for.

  Business response

  02/10/2022

  In response to issue ID ********* the customer called our office at 7:59am on 01/28/2022 to schedule a service call for that day, our phone lines do not roll for customers to contact us until 8:00am so our after-hours service took the customers’ message. The after-hours did not contact us with her message until 7:15am on Monday 01/31/2022, so unfortunately, we did not reach out to her in a timely manner because of an issue with the answering service. We have since spoken with the customer who requested we cancel her maintenance agreement and refund her the charges for the last three months and we have refunded those charges.

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