Greenway Home Services

Pamela K.

I am shaking so bad right now at the horrible service the so called family focused company has offered and all I can talk to is soft speaking less than interested csr. I have been unable to sleep in my home because they installed a defective Trane unit that they just service failed I am now 5 days no sleep I miss the call by 20 minutes and they are pushing me to the next day. The kicker is I knew the were horrible but when the were after my money they could not be nicer now that they have it kick rocks, I have not begun to fight!

Jim M.

Scheduled an appointment yesterday for AC service today. They said they'd be at my house between 12-5 today, which is worse than Comcast. Around 3pm they called me and said ""it will be closer to 5."" By 5:30 they had not shown up. I called them and they said my tech was on a call and there was still one ahead of me. She said she would try to move me up and call me back. As of 6:30 no call back. I called again and the man I spoke with did apologize but said they couldn't get to our house until 2 days from now between 12-5. Really?!!! Very disappointed and very poor communication and scheduling.

Jen T.

Through AHS I have used them twice. First time was for my washing machine. Took SIX WEEKS to get a new washing machine. Second time was for my air conditioning. Took FOUR WEEKS to get it fixed. Every time I called it would take 3-4 days before anybody could even come out and it wasn't fixed so they'd have to come out again. Took 5 trips to get the AC fixed. If they have that much business, they need to hire more people! Since it's been fixed, I'm now having to deal with the Shelby County code inspectors to get everything approved without any notification from Greenway. Not very organized at all!

Lisa T.

I am giving this business a very poor rating because they were unable to overnight ship an evaporator coil that was needed to fix my ac. Once the above mentioned part was ordered the workers at American Home Shield were unable to put a tracker on the part to give me a timeline for my repairs. This is inexcusable during the summer in Memphis!

Austin S.

This company is absolutely the worst company I have ever had to work with. My A/C unit was not working and they were contacted by AHS to come out and look at it. After taking off work I had a service take look, who was actually very nice. Told me a project manager would contact me to go over everything before proceeding with the price but they would let AHS know so I would be able to get an estimate of repairs. After a week of going back and forth, having them lie to AHS saying they sent the diagnostic report, finally reached out to me saying a project manager had to go out and look at it to be able to send the diagnostic report. That would require me taking off work again in order for him to come out. Why they did not send the project manager out in the first place, they could not give me an answer. I would never recommend using this company and will not be renewing my contract with AHS simply for who they contract with. There is absolutely no urgency or sense of customer service in the entire office.

Diane J.

Do not use them if you have American Home Shield. They never fix it the same day, always a part that has to be ordered, promise to come back but don't show up timely. They may be ok to use if you are a regular customer but American Home Shield customers are treated differently.

Kristin G.

Very professional and intelligent problem solvers. Waited few days for an appointment but another agency wanted me to replace my entire fridge panel 432.00 when it was just a loose wire. Also had dishwasher checked out from a drain leak connected to it. This company did a full inspection. Very satisfied. Will definitely use and recommend anytime

Jane W.

I have had the unfortunate opportunity to have this company at my home multiple times over the years to repair washer/dryer/dishwasher, ect. and everytime has been a disaster. This time has been the worst. I contacted them for dishwasher repair a week before thanksgiving and IT IS STILL NOT FIXED. I have left multiple messages to have the customer services MANAGER call me.....still no call. If you need to have something repaired in your home.....GO SOMEWHERE ELSE!!! ALSO IT TAKES THEM FOREVER TO EVEN ANSWER THE PHONE.

Laura B.

Had a leak, we determined it was the hot water heater. Greenway came to look and also determined it was the hot water heater. We scheduled an appointment from 12-5 on Friday. Greenway tech called at 10am on Friday to see if he could come out early and I told him no one was there but that someone would be there at 12 just like we had scheduled. Greenway office called and said they couldn't keep technician out for 2 more hours until our scheduled appointment because he was already done with his calls (besides us) for the day, they were going to let him go home. What? I complained but it didn't matter, we had to reschedule for following morning. Saturday morning techs came out and informed us that we needed to upgrade our electric outlet, that it was no longer to code- why couldn't first guy tell us that so we could have it done when they brought out new water heater? So, we get to reschedule again for Monday- tech calls at 10:30 to see if he can come out early again (appt. scheduled for 12-5 again) and I tell him no one can be there until 12 AS WE HAD SCHEDULED. This time he said that was fine. Water heater gets installed, is currently leaking. I have called to speak to a manager, Christy or Melissa, twice today and once this past Friday and could not get them, was told they were gone for the day. Monday I did not receive a call back, it is now Tuesday and still no call back. Bad water pressure and no hot water otherwise I would shower and meet them at their office. May just head up un-showered.

Stephanie B.

24 DAYS - that is how long it took to get our heat pump fixed. We called AHS on 11/21/17 to let them know that the heat pump was not working correctly in our downstairs unit. On 11/22, AHS sent Greenway out to repair our heat pump. Their tech, Ron, showed up at the house. He determined he needed to order a part to fix it. He said it should arrive that Friday & he would be back out then. On Friday, we didn't hear from him. We called Greenway's office after lunch. The woman who answered the phone was rude & didn't seem to know anything about our issue. She said Ron probably just ordered the part that day (on Friday not Wednesday), & it takes three days for it to arrive.

On the morning of 11/28, Ron called & told us he and his boss were ready to come out that morning. We were of course at work & told him that he needed to schedule this with us. So he scheduled it for the next morning, and I took off work. We were told that we would be the first appointment of the day, and they should arrive by 9 am. At 9:30, we received a call that they were on their way, and they arrived after 10 am. Ron was very unprofessional. He said to me, ""So you got the whole day off work."" I told him, ""No, I was waiting for you to get here this morning so I can go to work after you are done. I can't afford to take the day off."" I found it rude for him to assume that, especially after they showed up late. Well, after Ron and Steve worked on the unit, they thought they might have it fixed. Steve told me that there could still be an issue, & if it doesn't work that night, to let them know.

When my husband got home that evening, he turned the heat on, & it ran for about 20 minutes, & then it turned off completely (no numbers on thermostat, no control, no fan, no heating). He called Greenway the next day (11/30/17) and was told that since the AHS ticket was marked as completed that we would have to go through AHS again. We opened a second ticket. They scheduled Ron and his boss to come out that afternoon, & my husband took off work that afternoon. When he got home, he got a call from Ron. His boss couldn't make it out that afternoon & rescheduled for Saturday morning. Of course, my husband had already used leave that day.

On 12/2/17, they sent out a different tech, Andre. He looked at the unit & said that the outdoor unit wasn't going into defrost mode and a replacement board would be needed. When the part came in, Andre was scheduled to come out 12/5 in the evening. He never showed. We found out the next day, he ended up working until 10:30 pm on the call before us. He could have at least called us by 9 pm to tell us he wasn't going to show. So he was rescheduled for the evening of 12/6. He installed the board and noticed that the fan turned off by sticking his head in the door. He went and looked at the defrost board again and said it didn't throw an error so it must be fixed.

We woke up late that night and noticed that it was very cold downstairs. The set temperature was 64°F but the temp was showing 54°F. My husband moved the setpoint around some more and noticed that no heat of any sort was turning on (regular or emergency).

He called Greenway again the next day (12/7/17). He was told that the managers were going to talk about it and would call us back. We called again that afternoon because we had not heard from them. They told him that they had someone coming to the house to get some heat going. The man showed up that afternoon and just got the emergency heat working. That tech had the nerve to ask, ""Is that what you wanted"" after getting the emergency heat running. He also told us that the managers would be ordering a part and coming to install it.

I went into the Greenway's office on 12/8/17 and spoke with the customer service rep (Christy Wright). I told her everything that happened, and she said we would be a priority. She told me that the part was on order & would be in by Tuesday, 12/12.

Greenway called Friday afternoon (12/8) and wanted to send a tech out on 12/9/17 to look at one last thing. When he came out, he said that what he was looking at pretty much confirmed that it was the reversing valve and that it was on order.

We did not hear from Greenway so we called again on 12/13. The lady that answered said that the work order showed that the part was ordered today (12/13/17) and would take 3-5 business days to be delivered. My husband explained to her that we were told this was already ordered. She said the parts manager shows it being ordered today. He then asked to speak to the parts manager. The lady said he was out to lunch. So he asked for his voicemail. She said that was against company policy and that all that could be done was her to email the parts manager to call us back. We didn't hear back from anyone that day. I had to get our realtor involved to get something done. She called her AHS sales rep who stepped in. We got a call the next day that the part was in