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:01/21/2025

  Type:Product 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.

  The company installed a heat pump system last March. They set up 5 mini splits throughout the house but one of them leaked. They sent a repair tech to fix the leak, but the leak created a water stain on the wall. I notified Gervais about the problem but never heard back. I set up a number of requests for quotes and sent one along one to Gervais. I never heard back from them. I have called them a number of times and sent them another copy of the quote. I have received a number of phone calls from them saying they would get back to me saying they would have one of the techs get back to me or they would send me an email address to find the steps to resend the quote to. I have not received an address or returned phone call. I have been going back and forth with Gervais for 6 months now and I feel that is more than enough time to get this resolved.

  

  Business Response

  Date: 02/03/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Mr. ********* regarding his concern about sending repair estimates without receiving a response from Gervais. She apologized for the delay and requested that he resend the estimate for further review. Mr. ********* agreed and forwarded it over. Upon receipt, our Customer Relations Manager contacted Mr. ********* to confirm she had received the estimate and assured him it would be reviewed internally. She will follow up as we work toward a resolution. Mr. ********* appreciated the outreach, and we remain committed to resolving this matter

• Initial Complaint

  Date:07/29/2024

  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.

  AC was installed, paid close to $20k, in the summer of 23'. From the onset there were 'air flow' issues that caused the system to throw an error code and shut down. They came back a few months later to check, re-set the system and it worked for another month. It happened again, they came back, re-set the system and it worked for another two months. Twice again this repeated and I was told it was a manufacturer defect and a new motherboard was needed. Two weeks later the team showed up again, with no motherboard, to re-set the system. This is an ongoing issue for almost a year and they are not fixing it.

  

  Business Response

  Date: 08/09/2024

   Thank you for the opportunity to address this complaint. Our Customer Relations Manager has been in contact with ****************** regarding the **** system installed on June 12, 2023. Our Customer Relations Manager coordinated with ****************** to arrange for the repair of his air conditioning unit and assured him that we could discuss compensation for any inconvenience. After the repair was completed on August 2, 2024, we followed up with ********************, who indicated he was out of town and requested another follow-up. On August 9, 2024, our Customer Relations Manager attempted to reach ****************** by phone and left a voicemail. We are committed to resolving this matter and will continue to follow up with ******************. We also encourage him to contact us directly so we can work towards a satisfactory resolution.

   

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22058133
  
  I am rejecting this response because:

  The HVAC system is now down, with the same error code we have had for over 9 months.  I will call the office in the morning. 

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/20/2024

  Gervais dispatched our technician on August 14, 2024, in response to the error code reported by ****************** regarding his AC unit. Upon inspection, it was determined that the filter required replacement, which was promptly addressed. Our Customer Relations Manager subsequently followed up with ****************** today; he confirmed that the system is functioning properly and expressed satisfaction with its performance. We advised him to reach out to us with any additional questions or concerns.

• Initial Complaint

  Date:03/15/2024

  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.

  3 ******* systems put in With Major issues of the Crews on each job. Had to send second and third crews in due to LACK of training and Non Licensed personnel.System, ruined my ceiling and entertainment center, paid for by their insurance due to faulty work. But they wont come back to fix anything !! As he says, I modified his work when a plumber here for a sink job, SMELLED Propane, hunted it down to a gas pipe joint NOT TIGHTEND by their crew and tightened it so we wouldn't Die !!! And a second leak was found outside on this second job he wont fix ! Had to pay for that also. So the owner **** Gervais says I MODIFIED his work, due to the fact a plumber MUST fix that leak and did NOT touch his system !!! So s**** me, he says. He will NOT fix his poor work or offer the warranty work.I have had to pay another plumber to come and fix his second system. I want to give these guys the WORST RATING you can and from what I see, they did $80000 worth of work here, WITHOUT PERMITS or INSPECTIONS at the end. They should be shut down.

  Customer Answer

  Date: 03/21/2024

  Damage caused by their work and they refuse to pay emergency plumber, when they refused to honor their work.  Yes need it fixed or will be forced to hire another and sue **********

  

  Business Response

  Date: 05/10/2024

  Thank you for opportunity to respond to this complaint. Our Customer Relations Manager has been in contact with Mr. ***** lawyer to discuss a resolution for his concerns regarding the work Gervais completed at his home. We are scheduled for a visit at Mr. ***** home on 5/14/2024 to investigate an issue with Mr. ***** furnace and to replace the condensate line for the attic HVAC system. We will follow-up after the visit on 5/14/2024 to ensure all work has been completed to Mr. ***** satisfaction. We will also discuss any outstanding concerns Mr. *** may have to make sure they are all addressed until he satisfied with our response. 

• Initial Complaint

  Date:01/16/2024

  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.

  On 9/29/2023 Gervais Mechanical installed a heat pump system in my home. The electrician connected the power in doing so bump the ceiling covers and the filling that was put in to cover the spaces or gaps fell out and exposed the gaps. After the electrician finished he asked me for the final payment I told him the covers need to be fixed and I was holding the payment until they fixed it. He called Charles H***** told him I was holding the payment and Mr. H***** called me and threated to cut the power to the heat pump if I didn't pay. After some negotiating he said if I payed they would send R** ***** (job foreman) out to fix it the following Monday. Never showed. Called the company rescheduled, never showed. Apparently, in the contract that I never signed with them, they are not responsible for cosmetic work. So a few days later I receive a call from M**** ***** who is the customer relations manager. She asked if I had ever signed a contract and that she needed three documents that I had in my possession that the company needed to file for their 10,000.00 rebate from Mass Save. I told her I would look for them and she said I'll call back Monday. Now If I had signed a contract with them she would have already had these documents. Three weeks go by and I called Mass Save to see if they filed for the rebate. Well to my surprise they had filed for it and signing my name to the document they needed in an identity thief move to collect the ten thousand dollar rebate. Mass Save would not do anything to help saying they only process claims. I called the company on 12/28/2023 and asked to speak to Jeff G****** the owner they told me he was on vacation. they said we can resolve the problem just tell us what you want. I told them I wanted my invoice for the work they did ,my warranty for the equipment installed and my owners manual for my heat pump. Marcy called me back the same day said she would send them and never did. Called again on 1/5/2024 nothing sent. What now?

  

  Business Response

  Date: 01/17/2024

  First I would like to clear up the non-signature we do not work without signature or deposit please see attached where ********************************* signed for job on 9/7/23 Mass Save does not require any signatures from any parties that was also a false statement and his contract states he gave us full rights to the rebate when we deducted the 10K off his price that day, so he did not have to Wait the 90 days for the rebate Gervais waits for the money. With that being said his covers were fixed and we did process his warranty we will email him all paperwork over shortly. we have not been ignoring **** and are confused why we are getting this complaint when system is up and running correctly.

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21151417
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************************; First I would like to say I am not trying to collect the ten thousand dollar rebate. Your company continues to lie about everything. Look at the document Accepted Contract and my name in the signature box is not even spelt correctly. I believe I can sign my name correctly. which means someone from your company signed it just like Whole Home heat pump verification form was. You said that the gaps in the covers were fixed, that's also a lie. You said you would send someone to fix it after I gave you the final payment and no one ever came. That was lie. So I fix and painted the repairs myself. So if you want to settle this disagreement amicably here's what I'm asking for. 1.) a copy of my invoice with a receipt saying that I have payed you in full. 2.) a copy of the warranty from the ****************** for all the equipment installed. 3.)My owners manual for the ********** MXZ-SM36NAM-U1  3-Ton Multi zone inverter heat pump system. I want the manual that comes with the unit even if you need to get it from ******************. The paperwork I received yesterday in the mail is totally unacceptable. All the invoices you sent said payment not cleared. Never received the warranty from **********, Never got my owners manual for my heat pump system that your electrician took when he finish wiring my house. It's up to you people now, if I receive this information I'm asking for I will consider this matter. close.

   

  

  Business Response

  Date: 01/30/2024

  Customer was sent all requested info

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21151417
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** I received the invoices and the warranty from ********** but I have not received my owners manual for heat pump unit and I also want a receipt for the 15,711.89  that says I paid them in full.

  

  Business Response

  Date: 01/30/2024

  I was told the manual was sent I will check and make sure and resend again and make sure you get the receipt.    

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21151417
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** They did send me copies of my invoices that indicate it was paid. Until I have the owners manual for the heat pump I consider this issue unresolved.

• Initial Complaint

  Date:01/01/2024

  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.

  On Friday 12-08-23 6:30 pm an emergency service was started at my rental unit *********************************************************************** ie: Villiage ***** Condominiums. The call was placed around 4 pm by our maintenance with my permission as I was on the road and arrived 5:30 pm. A technician named **** came and he replaced the shutoffs and valve to tub. It had been leaking to unit below. It is a setup where all water in building has to bee shut off. including hot water. The shutoffs are fine,However the tub valve is the fixture to turn tub faucet on and shift to shower including the gate diverter which had been different on original. I had also asked if I could get my own replacement, but was denied. ********** was 2 miles.The faucet handle which is plastic was not attached as the tech didn't have the tool said he'd return, didn't.Tub faucet drips in both tub and showerhead mode. I stopped in their office to arrange payment before meeting my tenant during week. on the 13th. during which she showed me those 2 issues which I have pics and video of. I informed ******* in Finance stopped in and theysaid they would come out on 20th sending ****. On 19th I called to verify time as they said 8 to 10 am said 8 am and it would be 2 others. My tenant wouldn't college daughter would be and I would be I arrived at 8::10 am and 1 tech was outside and I informed him I was owner. A ************* said he fixed it he had taken tub overflow off and took 2 tabs off. I asked why that wasn't the issue he said for the leak I said itd the faucet and showed him video he had put faucet securely on and other tech was watching shutoffs. **** turned water on and off and I said see it drips and he cranked on faucet ..stilldripped he and tech went out I thought to van I checked with daughter she said they told her all set and left. I called/ texted ******* with info said my tenant called me 2pm still issue which he would get back to me Nope.I called and ******* said billable nothing wrong She .Hung up on me.

  

  Business Response

  Date: 01/04/2024

  I am sorry that there was a confusion. Based on the job we were hired for we replaced the main valve. The leak is coming from an existing shower head that we have agreed to go out and repair for you on Friday. 

  Customer Answer

  Date: 01/05/2024

  They did come out and repaired the faulty valve, they had to get a piece to put in it as well as change the overflow drain cover which last tech took pieces off and it was not overflow any more. They did put showerhead thatcame with valve on but it wasn't a leak for complaint it was tub faucet dripping which was due to defective part in valve .******* the manager for plumbers came and a ******* tech and they took care of it. We will watch after showers and use for a week to make sure all is well. Thank you.   The fix is what my complaint was . .dripping faucet from New valve and they did fix the last techs erroneous snapping off of tabs on drain overflow.

• Initial Complaint

  Date:12/07/2023

  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.

  Gervais Mechanical installed heat pumps at my home and promised to process my application for a rebate from the *****************************. Installation was completed 10/5/2023 for a total cost of $40,246. Gervais told me my rebate would be $9,575. I have contacted Gervais many, many times, but they have not completed the rebate application process yet. There is a time limit of 90 days after project completion. If I don't get my rebate, I will sue Gervais for the rebate amount.

  Customer Answer

  Date: 12/21/2023

  Gervais needs to complete the final inspection process for the projects building permits. They are not responding to my requests for their electrical and sheet metal inspections. 
  Gervais never responds to my calls or emails. 

  

  Business Response

  Date: 01/02/2024

  I have attached ******************** signed proposal for the work performed at ***********************************************************************. You will find that Gervais owes no rebate based on the signed contract. The customer lives in Concord. This is why there is no dollar amount or promise of a rebate on her quote. Concord has a municipal light department. **** **** does not offer rebates to municipal light department customers. Only **********, ******** ****, *******, ******l, ****************** and ************* are acceptable utility providers to be eligible for a **** **** rebate. ******* ********* ****** ***** does offer their own rebates for air source heat pumps through their website. The customer contacted Marcy our **** **** Rep and asked her to help with the form. ***** was told by Marcy that she does help customers who need assistance applying for outside rebates but only once the Gervais rebates have been processed. ***** emailed Marcy the ******* form and when Marcy last spoke to *****, she mentioned it will still take time before it was finished. ***** was upset this was not done in a timely manner and reached out to the BBB and threatened to sue Gervais even though her contact does not promise a rebate. We are no longer willing to help the customer with the process. We have fulfilled our contract. If the customer wishes to fill the Concord form out herself and needs any information, she can contact Gervais install manager for the information she needs. 
  

  Customer Answer

  Date: 01/03/2024

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

  I need Gervais to get the building permit inspections done, so I can complete the rebate process with the Town of Concord.  
  Please get this done!!

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/08/2024

  We have contacted the ******* inspector who inform us ***** had previously reached out to the ******** inspector herself and scheduled the inspection and it was completed. The inspector did let us know there are a few things Gervais needs to do to close the inspection. This work is being scheduled and our plumber Ronald reached out to ***** today to get this on the books. All permits were pulled November 13th and 14th of 2023, paid for and accepted.

  Customer Answer

  Date: 01/30/2024

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

  I never contacted the Concord inspectors myself!!
  Gervais contacted them only for ductwork. 
  Gervais still needs to get the electrical work inspected!!
  
  Sincerely,
  
  ***************************
  
  

  
  

  

  Business Response

  Date: 02/05/2024

  The Better Business Bureau spoke with the business and they informed us that an electrical inspection is set for tomorrow at 9:30am.

• Initial Complaint

  Date:02/25/2023

  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.

  This company sent a technician to my house to diagnose a mini split issue. The technician didn't have the tools with him to perform a proper diagnostic and they charged me 208 dollars. They then sent it to collection when I refused to pay.

  

  Business Response

  Date: 02/27/2023

  Customer had his mini split installed on 5/26/22 by a
  friend NOT GERVAIS, system was working the first day but the second day was not blowing
  cool air
  We have to schedule a leak test for this I put my gauges on
  and there’s no refrigerant in the system and customer wants us to cut down the
  copper lines and fix his friends install to where it should be. Customer denied quote we did go and diagnose the issues his friend caused the money is due.

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The technician had no equipment on him to perform a leak test. Gervais's response is totally false.
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 03/01/2023

  As I stated in my previous response to a picture proof, this was installed by your friend improperly we went out. We did diagnose the issue. We did give you a quote to do the fix. I don’t know why you keep saying we didn’t have the tools? We will not be retracting the cost the money is owed you will remain in collections until balance is paid off or agreement is made.

  feel free to reach out to the office anytime

  508 832 4870

  Customer Answer

  Date: 03/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Good luck getting your money. Not sure how you a tech can do a diagnostic without tools.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:11/09/2022

  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.

  Gervais did work on plumbing in my house that was faulty. Toilet leaked into basement and also water on the living room floor. Gervais sent ServPro to clean up the water and dry the condo out, their service was good. Currently I'm waiting for Gervais to come in and fix all the damage that was caused by the leak and subsequent clean-up. I have 2 holes in the wall, no molding in bahjroom and parts of the livingroom. And I have no bathroom floor. Gervais said that they would handle the repairs but have not moved an inch. Initial work was performed on 10/22 - I need help in getting Gervais to come through with the repairs or have their insurance hire people to repair. Please help.

  

  Business Response

  Date: 11/12/2022

  *******, Thank you for your concerns,
  
  Insurance covers both parties. What was done in your home by ******** Gervais needs to make sure it was due to the toilet. Servpro should have never told you Gervais would be taking care of everything moving forward and you will be getting a new rug. They also should have contacted Gervais to ask how billing was being handled and they did not. Gervais has on file that our technician serviced your residence on 10/22 for a 30 yr. old toilet rebuild. Two days after you were serviced on 10/24 you called into the office 6 times regarding accounting and being unhappy about pricing for rebuilding your toilet.  10/24 at 8:30 P.M. you contacted our company and reached our 24/hr. on call service. You informed them you noticed a leak in your basement the day after our technician left your residence on 10/23 than on 10/24 you noticed your carpet was wet and used a shop vac to pick up the water. I received the call from our on-call service, and I immediately called you around 9 P.M. I told you we would send a tech out the next night you mentioned you did not want the same tech. I asked you the series of events that took place you told me what you told to our on-call. The stories matched. These calls are on a recorded line. I arrived at work morning of 10/25, and I scheduled the same tech to come out to assess your leaks and damages. I contacted you to inform you, you agreed and were happy we handled this in a timely manner and took care of this.
  
  I reached out to ******** after the technician left. Within 1-hour ******* arrived at your residence. When ******* left you contacted the office, and you were asked to send in photos by a Gervais dispatcher. Once I received your photos, I contacted you on my ride home from work and assured you we are aware, and I would reach out to you the next day. You were happy I contacted you, you mentioned this multiple times during our call. I realized this was a matter that needed to be discussed with the owners. I than told you in the same conversation our contractor would reach out to you to schedule to come by or this would be handled in a different matter, this was not my decision. During this conversation I asked you if you had a condo association and if they were involved and you needed me to send a W9, Workmens comp form,or a COI. You replied to me My condo doesnt need to know, they dont know,they will not be involved, I own the condo and theres no sort of association here. This was on a recorded line.  
  
  The next day the Gervais owners advised me to reach out to you and have (***************************) contact his insurance agency and file a claim.You reached out to me this day and I informed you to make a claim with your insurance company. The customers insurance agency would than reach out to our insurance group. In the interim we would contact our insurance company and let them know a claim would be coming through. We did this same day. I called to inform you of this it was on a Friday and told me you would call your insurance company and open the claim right away, you had the time to make the call. And you did. You than called back and stated ***** was ignoring you and you needed all documentation for your insurance company. I spoke to *****; he told me he already sent it to you and I didnt need to. I received 1 more voicemail from you than contacted you back, you were at work. I let you know I was going to return the call to ****************** After this we have been speaking through email because ******* asked me if they were all set to close the claim. You had told them it was not needed.
  
  I was very clear, and you were responsive when I stated the owners of Gervais Mechanical are advising you contact your insurance and make a claim and your insurance will contact Gervais insurance company. Why was ******* told to discontinue the claim? You agreed. The insurance companies will make the correct decision. This needs to go through insurance. It will all work out we just need to take the proper policy we have in place and actions. I have been accommodating and returning your phone calls and communicating with you.
  
  Please let me know if you need me to contact your association to inform them it is okay Hanover ask for the information that is needed to process your claim for claim number CL# **************** 
  
  Thank you
  

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18380801
  
  I am rejecting this response because: they are doing what ever they can to stay away from repairing my home. They originally talked about having a handyman come over and that never happened - since then it has been a run-around and they simply won't help me out. Do I need to get a lawyer involved in this?
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/16/2022

  We have explained to this customer, the course of action to go Through the insurance companies because of the situation. He closed his insurance case yesterday for some reason. We have obviously left ours open. We are more than willing to go to the proper steps that have been laid out. This customer does not want to go through the proper steps to protect both parties. lawyers will do you no good we are not running away from the situation. We have all the documentation that we want to help you out. We just want to go through the proper procedures. Let us know if you want to re-open your insurance case and go to proper steps.

   

• Initial Complaint

  Date:10/04/2022

  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.

  We hired Gervais because of a problem with the pilot light of our gas fireplace. We were selling the house and needed the fireplace to be in working order. They sent a technician to our home on August 23. We paid $536 via credit card using an app on his phone. We knew there was a gas odor when he left but expected it to dissipate. We called a couple hours later and the same tehnician came back. When he left the second time, there was still a gas odor and we called their emergency line that evening when the odor didn't dissipate. Another technician came out the next day and said that the orgininal technician had broken the tube that goes to the pilot assembly and said theyd have to order a part, which ended up taking over a week. The part that came in didnt fit and they coudn't find find the right part, all the while telling us that they dont usually work on gas fireplaces. By this point our closing was only a week away and we were running out of options. We kept calling and they kept saying they were trying, and would call us back, but they never called back. Then they sent us an estimate for $1,135 to fix what they had broken! Meanwhile, I found the pilot assembly online, had it sent overnight, and installed it myself. We paid them in good faith for the service and only wanted them to fix what they had broken. Now we want the money we paid them refunded. We have already tried to dispute the transaction with our credit card company but the dispute was not accepted.

  

  Business Response

  Date: 10/20/2022

  We will refund your money sorry for the confusion we do not specialize in fireplaces at this time that's probably why we were not efficient at it please call the office for a refund tell them **** said it was ok.

  Customer Answer

  Date: 10/20/2022

   
  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.
  
  Sincerely,
  
  *********************