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:01/22/2024

  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.

  Date: October ****** Paid: Go Green $3888.96 Business Commitment Not Provided: Their commitment that as to 2 heat pumps purchased & installed no out of pocket expense to diagnose & replace a failed item of these heat pumps still under warranty & deemed so by the manufacturer. This happened regarding one pump on Oct 5, 2023. The offending part (evaporate coil) was shipped to *****. the manufacturer, who sent back, without charge, a replacement which Go Green installed. Nature of Dispute: Charged me to replace failed warranted part contrary to their promise. Go Green has not sought to resolve this. They have refused to speak to me at all. In fact I experienced a problem with a heat pump on a weekend, a short time later, I tried to obtain emergency service. They would not take my call. Attached a copy of my email to ** *****, the company's stated Managing Director, confirming the refusal. Invoice ******** Attachments 1. Invoice ******** **** charge commitment 3. e-mail

• Initial Complaint

  Date:08/28/2023

  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.

  The go Green Express could never get the water to keep going into my cabin even though they said that they put in a new tank and pressure tank, They never sealed the open pit that had a metal cover originally but they widened the hole and did not put on a proper seal on that hole. Never got the water to the house permanently. Only got it going once for a few days and then it stopped. Never could solve the problem over a 2month period. I went with another company this week and they solved the problem and I paid them in full as well.

  Business Response

  Date: 08/29/2023

  As explained to homeowner, everything is documented on the invoice.  Homeowner was advised on other options to resolve the no water.  As mentioned, the homeowner contracted another company for services GGEHS, LLC would have completed.  Homeowner was advised and refused to pay for additional services.  Again, as mentioned there was no issue to pay another company for services that the company gave options for.  Our invoice also shows two signatures for authorization and completion of work. 

  Customer Answer

  Date: 08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [They never responded to my requests to do the work necessary to complete the job that I had paid for in full in July. They refused to contact me after repeated pleas and did not satisfactorily complete the job. I was assured that the manager would contact me on July 17 by *****, the technician. He never did and no one got back to me after repeated texts to their office and phone calls multiple times the week of the 21st of July and thereafter. I paid in full in June because I thought they solved the issue. But the well stopped working in a very brief time. They never could determine the issue. No one contacted me by phone or email after the 17th of July. There should be a guarantee that the water gets to the house less than for a few days or hours. They should know how to resolve issues and guarantee their work for more than a couple of days. I had asked for guarantee and specifics of the water tank and the pressure tank and never received it either. This company also did a water tank replacement in 2015. I have no idea whether it had a guarantee either nor do I know now whether what they replaced it with has any guarantee. I never received the paperwork I requested this time as well.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/30/2023

  The manager was on the job site, Homeowner was informed of additional work needed.  Customer was requested to be at job site, so manager could address any questions and concerns.  Customer also took pictures with technicians when job was completed.  Homeowner also gave company a five-star review. 

• Initial Complaint

  Date:04/17/2023

  Type:Delivery 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 4/10/23, I got an estimate for an HVAC installation, which I accepted and for which I opened a line of credit.On 4/12/23, two technicians came out to my home to create a parts list for the job. The same day, the job date was confirmed for 4/18/23.On 4/14/23, I cancelled the job, as I got a better offer elsewhere and I was disappointed in Go Green's handling of the job; additionally, none of the signed documents were ever emailed to me - only an estimate.On 4/17/23, Go Green called me and said that I am on the hook for the cost of the ordered parts. That stipulation wasn't made clear to me in any communication, and I couldn't review any contract documentation as it had never been sent to me. I also contacted someone who works for a similar company and they told me that Go Green's handling of this matter is not only unprofessional but also illegal.All I want is to end my relationship Go Green and not be on the hook for the ordered parts. Again, none of this was made clear during any of the process, and if it was somewhere in a contract clause, I did not have the opportunity to review it because nothing I signed was ever sent to me (other than the estimate).

  Business Response

  Date: 05/17/2023

  This customer was not charged for parts or any service.  Tech arrived on site as stated by customer.  Customer was forceful on having repairs done on old failing system.  After explaining to customer, we would not work on his old system because as a company we value our customers, and if we touch it, we own it.  The decision was made to move forward with a new unit.  The customer wanted the job completed as soon as possible because of warm weather.  After ordering parts that arrived to shop the customer then cancelled the work.  There was no charge for service or parts.