EL Family Group

Review of Gold Medal Service

So far, not so good. As of the morning of May 7th,...

So far, not so good. As of the morning of May 7th, 2017 when I spoke with dispatcher John, I have yet to receive a call from owner as I requested or even a Sales rep - to explain why there was no technician available yesterday to come and check our furnace not turning on and having no heat, no hot water and a 10 month old baby in the house. This despite the fact that we subscribe to their annual "membership" ($270) and they were here on February 8th, 2017 to service our heating system. Though it is officially Spring the temps dropped to 35 deg. F on the overnight so we had to deploy portable heaters in the house purchased from Lowe's one of which was obviously placed in the nursery. As new homeowner's we decided to try Gold Medal despite not having any issues with Active in order to take advantage of the value added Annual Membership that places you on a priority tier should you need emergency service. On their first visit, they changed the oil filter and cleaned the screen for an additional $270 on top of the membership claiming that this price reflected a 15% membership discount on parts and labor. I recently saw this same service for $170 from a local contractor and wondered where the discount was and now wonder where the "value" or even the accountability - is. Hopefully this review will motivate them to take this situation as seriously as we do. Ok so our previous tech Tom showed up at 1 and resolved the issue in a matter of minutes. He reached out to his superior and put through a no- charge. Impressed with his service just would have loved to hear from management in the interim, as usual the field service guy picks up the pieces. Thanks Tom!