Complaints
This profile includes complaints for Progressive Service Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:01/29/2023
Type: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.
Progressive Service Company installed a blower damper motor at my home on 2/28/2022 when my unit was less than 5 years old. A check in the amount of $634.25. Check# **** at the ****. This check posted on 3/1/2022. I also had a maintenance plan with this company. I also gave the company a check on 12/20/2021 in the amt. of $95.68 , check #***** and another check on 2/14/2020 it cleared on 2//19/2020 in the amt. of $95.60. Check #***** This company did not provide the maintenance they said they provided. My heat did not work months later after I canceled the plan with them. I then had a different company rectify that issue. The blowers were found dirty. I am uploading that check. You will see the amount, then. I have video of the tech doing the work on the burners, also. I was told that I should not have paid the $634.25 because my unit and parts are under warranty for 10 years. Because the unit was less than 5 years old at the time, I should have only paid labor cost. I telephone Progressive about this and was told that they have never heard anything about what I said about the amt. I should have paid. I attempted to discuss the matter with personnel at the agency, but they were dismissive.
Business Response
Date: 02/15/2023
Good Morning,
Our Hvac manager and tried reaching out to the customer without any response. Please let me know what else we need to complete on our end.
Customer Answer
Date: 02/15/2023
Complaint: ********
I am rejecting this response because: I paid for maintenance at least 3 times. I believe I wrote at least 4 checks to this agency regarding this matter. One of the tasks that was not completed during their visit to my home was the cleaning of my burners during maintenance which caused me to spend more money because I did not have heat due to the dirty burners. Also, I was told that because my unit was less than 5 years old, at the time the blower motor was installed that I should have only been charged for the cost of labor. Reading that the cost of maintenance has increased in their response does not pertain to my case, at all. I attempted to discuss this issue with personnel at this agency numerous times to no avail. Personnel was dismissive and rude towards me. At this point, I am speechless. If, I need to provide images of the checks written to Progressive Service Company, I am happy to. I will have to request it from ***** ********** ****** ******
Sincerely,
******** ********Business Response
Date: 02/21/2023
Please see attached warranty agreements. According to our records customer did only pay once for home care agreement. She also had several HCC inspections. When customer paid for the second time $95.68, it was for a "no heat" visit. All customers are obligated to pay a service fee when our technicians are dispatched to a service call. Also, the damper motor part that was needed to be replaced, was not covered by the warranty. In the previous email it breaks down very clearly for the customer and therefore customer should not be refunded. Also, the customer waited over 10 months to have these parts replaced. Then another year to complain about wanting a refund.
Customer Answer
Date: 02/22/2023
Complaint: ********
I am rejecting this response because: During the time I had the maintenance agreement, technicians from Progressive Service Company ever inspected the burners to know that the burners needed to be cleaned. That is the reason why I did not have heat, initially. I believe in order to obtain money they (technicians) claimed that one of the blower motors was not working. Due to one of the motors not working would have been a part of the problem, but not the entire problem. Technicians never checked the burners to have knowledge that the burners were dirty. I did not wait for over a year to have the blower motor replaced. I had to obtain a second and third opinion prior to spending the money that I spent. After the the blower motor was replaced the heat would still not work because the burners were dirty. That is why I had to have fresh eyes from another company to report to my home to determine the problem It was determined that the burners were never cleaned during the time I had the maintenance agreement with Progressive. I was also informed during the time of the visit that because my unit was less than 5 years old, I should only have been charged for labor and not the total price of the blower motor. At the time, I complained to the company several times and was blown off, and ignored. I learned recently and was not aware that I could contact BBB, and other agencies for assistance with attempting to have my complaint heard. If video is needed of the burners being cleaned, please let me know, I have it.
Sincerely,
******** ********Initial Complaint
Date:12/05/2022
Type: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.
My apt complex ***** had Progressive come out to fix a water leak in my apt on 11-19-2022. While fixing the leak, the 2 plumbers moved stuff around to get to the leak and dented my simple human sensor trash can. If they would have asked me to move stuff around I would have, but they didn't. I was getting some weird vibes as they were leaving and I now think they knew what they did. I noticed the dent on Tues 11-22 and called progressive. I was told it was there after hours and to call back during the day. I called back the next day 11-23 and spoke to commercial plumbing admin ********. She explained to me that her boss was on vacation and that she would call me back Monday 11-28 after speaking to her boss. I said to her "you're not going to call me back are you?" She assured me she would and if she didn't call her back. I didn't receive a call from her so I tried calling back 11-28 just before 5 and was on hold for 3 minutes so I hung up. I then called again on Weds 11-30 and left a message for ******** to call me back. I still have not heard back. They record the calls so they should be able to hear these calls. I have attached photos of the laundry room and they would have to move the washer to get access to the water. When they moved the washer it dented my trash can. I was hoping to get this resolved with them but getting no where.Business Response
Date: 12/09/2022
Hello,
After
speaking with the manager and the two technicians that were onsite, they did
not have to move anything around. Also, both technicians stated that there was
not a trash can in the room. It seems a
little strange that our technicians both stated there was not a trash can in
the room and the homeowner didn’t use his trash can until 2 days later.Customer Answer
Date: 12/09/2022
Complaint: ********
I am rejecting this response because: Your technicians are lying. That trash can has always been in the room, nothing has changed. To clarify I use the trash can every day and it's a sensor can so it opens automatically. I didn't notice the dent in the can till 2 days later when I was taking out the trash. What I find stange is that 2 grown men didn't have to move anything in that tiny messy room to get access to the water?? You can continue to question my integrity but your wrong. Your techs are lying and that room has been messy like that forever and that trash can has ALWAYS been there. Your techs DID move the washer to gain access to the water. I knew that immediately since the spacing in the room had changed which I noticed after they left. I have had your techs in my apartment many times before with no issues. You installed the new air conditioning unit in my apartment last year. Your techs did a great job and I don't expect them to remember but ask one them if they remember how messy that room is. If they remember the trash can being in there? There were 4 or 5 of them here. I have no reason to lie and have too much respect for myself to waste anyones time. Your techs are lying and I now your running a dishonest business. My conscience is clear.
Sincerely,
****** ****Initial Complaint
Date:08/22/2022
Type: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 August 15, 2022, at 10:07 am to inquire how much it was for water leak detection as I had a spot on the ceiling in the garage. The receptionist had to put me on hold and came back and told me that it was $89 for leak detection and that if the worker had to cut the drywall they did not repair the drywall. I informed the lady that I was calling around to check prices and would call back. I called back to scheduled an appointment. They were able to come up that day. The plumber came out and looked at the home at the ceiling and look at the bathroom above the garage and said he the way the water spots were spread out on the garage ceiling that it was most likely not coming from the bathroom. The plumber then advised me not to have him cut the ceiling and stated "save you about $150." He then said that I owed him $95 as a service fee. I informed him that when I call I asked how much was a water leak detection and she told me $89. He went and called his boss I believe he listened to second phone call when I scheduled the appointment. His boss Larry then spoke with me saying there is a service fee of $89 just to come out, I explained this was not stated on the call or sent in the email sent out. Larry then said while on speaker phone that if they didn't mention the service fee that staff would be fired. Larry said he would listen to the first call, he then call me back, and told me that I had to pay the service fee, I inquired if he had listened to the first phone call and he stated that he didn't need to listen to the first phone call and that I was refusing to allowing his service worker to work. At this point I put the phone call on speaker and said that no one stopped the plumber from working he was the one that stated that the leak was not coming from the bath. Larry was very hostile I once again asked to hear the first call where I was quoted 89 for leak detection but was not allowed to hear. Due to character limit this is all I can fit here.Business Response
Date: 10/04/2022
I have looked into this and see where we did go out to the customers home. However, he did have a balance with us and I have asked our AR department to clear his account.Customer Answer
Date: 10/11/2022
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,
*** *****
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