Complaints

This profile includes complaints for Pioneer Valley Environmental, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pioneer Valley Environmental, LLC

  1 East Main Street Ware, MA 01082

• 

  Pioneer Valley Environmental, LLC

  423 Daniel Shays Hwy New Salem, MA 01355

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:05/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Pioneer Valley Environmental Services was at the house to replace a part for my furnace. The technician noticed that my water heater was leaking, so I needed an electric water heater. I was not given any products to choose from. He selected one and the price was $6,000.00. I signed for it, and it was ordered then. When I asked for an itemized list of the water heater, labor and rebate amount, the technician said we don't one. I called the office several times asking for it to no avail. I'd like the BBB to contact the Company and to obtain this info for me.

• Initial Complaint

  Date:03/04/2024

  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.

  On December 19, 2023, I contacted Pioneer Valley Environmental because my generator would not start. The electrician came to my home and determined that the starter needed to be replaced. I was charged 99 for a trip charge and 298 for the service call. Everything went well. After I replaced the starter the generator ran. Around Feb. 15, the generator was sputtering and started some times. The electrician came out. He spent 4 hours at my house. At least 1 hours was spent with the electrician in his truck calling ******** to try to figure out was wrong with the generator. He thought the problems was because of 2 parts not working correctly. He told me that ******* didn’t agree with his diagnosis and suggested that he check the valves. While checking the valves and determining it was the cylinder head , the electrician caused the generator to backfire which caused the air box to blow apart. He told me that he would replace the airbox for free because he caused it to break. I was shocked when PVE charged me 615 for the diagnostic. I spoke to the manager. He told me it was the company's policy to charge for the entire time that the company truck was at my house. If the electrician had been familiar with generators, he would not have had to spend so much time talking to ********. They then proceeded to give me a quote for replacing the air box (free) and cylinder head of $1,958. I asked for an itemized bill and the manager at PVE told me their software generates the quote and it doesn't separate parts/ tax and labor .I am very disappointed in this company. The ******** cylinder replacement kit is sold for 165 and it takes approximately 2 hours to install according to ********. Why is the estimate so high? The company is inflating costs to consumers. They sent someone to repair my generator that was not qualified to determine what was wrong and then he spent hours trying to figure out the problem. I was overcharged for the diagnostics.

  Business Response

  Date: 04/12/2024

  Good afternoon, 

  I spoke to Donna and have since refunded her money. I apologized for the inconvenience that our employee had caused her and her husband. At this time, she would like to install a whole new generator, so we will not be replacing defective/damaged parts. We have spoken to the employee and rectified the situation. 

  Customer Answer

  Date: 04/12/2024

  BBB has spoke to the consumer via phone, she stated that she had spoken to Dina B, they were able to discuss everything, and the business has agreed to provide a refund. She is happy, and considers the matter resolved.

• Initial Complaint

  Date:01/09/2023

  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.

  When I first called them on 1/3/2023 to request quote, they only mentioned $99 for service call. Two days after, on 1/5/2023, they sent a technician Brandon to fix the hot water issue. I got an invoice the day after and they charged $99 service call fee for them to show up and $449 so called service diagnostics fee for them to evaluate. I called on 1/6/2023 morning to see if I misunderstood something because they never mentioned about it, and the reception said she didn't know about anything and would ask the technician to call us to explain the price. They didn't contact me. On 1/9/2023, I called three times but they never picked up the phone. Form other people's review, they charged $150 for diagnostics instead of $499 and I don't know why we are discriminated.

  Business Response

  Date: 01/10/2023

  To whom this may concern,

  ********************* called to get service on his heating system, on a recorded line, our dispatcher explained to him that we have a $99 service call which gets our technician to the door. She also stated that once Brandon diagnoses the problem, there will be another charge. This conversation is recorded and ******* agreed to the terms.  Brandon and his helper arrived to the rental property and the customer was not there. It took our techs 2 hours each to troubleshoot the problem when a regular service call is usually about 45 minutes to an hour which is why we charge the $150 diagnostic for one tech. Since we had 2 techs for 2 hours each the $499 was warrantied. Our technicians GPS and software program puts them both at his rental property for 2 hours and 4 minutes.  Our techs tried calling ******* during the troubleshoot process and he did not pick up the call.  We have since spoken to the customer and both parties have agreed to a $99 service call and a $149 troubleshoot fee.