20/20 Plumbing and Heating, Inc.

Mr*** is correct in regards to the fact that we were called out to fix his unit as there was a manufacturers part that failedIn addition we replaced the filters as they were extremely dirtyThis unit was started up in 2/and therefore out of warranty for labor (year labor warranty) by
3/ Our service call was in 7/However, Mr*** was not charged for the parts as they were still covered by the manufacturer’s’ warranty(The manufacturer’s warranty was transferred to Mr*** at the sale of the homeIt reads that it covers all parts and labor for one year, and parts only thereafter...see warranty for the various length of time depending on the part) In regards to the other homeowner Mr*** referenced in his email, we were called in by the Builder, not the homeownerPer the builder, that homeowner was new and had never run their unitThe builder asked us, as a professional courtesy, to take care of this for THEM, Community Dynamics, based on our longstanding relationshipAs such, we obliged To summarize, Mr*** was out of warranty for the labor portion only, and had been living in the home for some time (as also evidenced by the dirty filters)The other homeowner was only in the unit a few months, and we were responding to said call under completely different circumstances Lastly, Mr*** is confused as to who he was talking to at 20/*** does work for 20/20, however we have no one here named *** in customer serviceThere is a *** that works for Community Dynamics, the builder, to which we have no control of what may have been said or promisedIn addition, we have never received a complaint regarding *** during her entire employment, and in fact the exact opposite has been documented from other customers in their dealing with her Mr***’s statement that “this practice is absolutely wrong and discriminatory” could not be anything farther from the truthHe apparently does not understand the warranty received when he purchased his home20/has complied 100% with its warranty obligation to Mr*** Please contact me directly should you desire to discuss further Thank you, *** *** Vice President / CFO M.***@2020ph.com 20/Plumbing & Heating, IncOrangewood Drive, Suite B Riverside, CA ###-###-#### ###-###-#### Fax www.2020ph.com

Mr*** is correct in regards to the fact that we were called out to fix his unit as there was a manufacturers part that failedIn addition we replaced the filters as they were extremely dirtyThis unit was started up in 2/and therefore out of warranty for labor (year labor warranty) by
3/ Our service call was in 7/However, Mr*** was not charged for the parts as they were still covered by the manufacturer’s’ warranty(The manufacturer’s warranty was transferred to Mr*** at the sale of the homeIt reads that it covers all parts and labor for one year, and parts only thereafter...see warranty for the various length of time depending on the part) In regards to the other homeowner Mr*** referenced in his email, we were called in by the Builder, not the homeownerPer the builder, that homeowner was new and had never run their unitThe builder asked us, as a professional courtesy, to take care of this for THEM, Community Dynamics, based on our longstanding relationshipAs such, we obliged To summarize, Mr*** was out of warranty for the labor portion only, and had been living in the home for some time (as also evidenced by the dirty filters)The other homeowner was only in the unit a few months, and we were responding to said call under completely different circumstances Lastly, Mr*** is confused as to who he was talking to at 20/*** does work for 20/20, however we have no one here named *** in customer serviceThere is a *** that works for Community Dynamics, the builder, to which we have no control of what may have been said or promisedIn addition, we have never received a complaint regarding *** during her entire employment, and in fact the exact opposite has been documented from other customers in their dealing with her Mr***’s statement that “this practice is absolutely wrong and discriminatory” could not be anything farther from the truthHe apparently does not understand the warranty received when he purchased his home20/has complied 100% with its warranty obligation to Mr*** Please contact me directly should you desire to discuss further Thank you, *** *** Vice President / CFO M.***@2020ph.com 20/Plumbing & Heating, IncOrangewood Drive, Suite B Riverside, CA ###-###-#### ###-###-#### Fax www.2020ph.com

Good morning,
The attachments provided are for a property located at *** * *** **., with a date of 2-10-I do not live at this address nor am I familiar to what this date might beUnfortunately, providing a document with and address different than mine doesn't solve the problem nor does it prove anything to be trueThis should be disregarded
In regards to me not being privy too or a party to the conversations that took place between them (20/and my neighbor), he's exactly correctBut what I can confirm is that the fee of $for coming out to inspect my unit (and my neighbor's until as well), is a charge that "should have been" charged to every one - as that is their fee that I was told was charged to everyoneTo intentionally charge one person and not charge the other to come out and determine what is to be done is absolutely not fairNo where can this be fair to any consumer that a company decides to pick and choose who pays this feeIf the fee should be charged to everyone, it should be charged to everyoneIt's as simple as that20/is running a deceptive practice and that is simply not okThere are several consumer rights and acts that protect us when a business engages in deceptive and unfair practicesAt this point, I am simply asking for my $to returned back to meI have no intention on doing business with them in the futureHowever, I'm not going to keep "basically beating a dead horse" and going back and forthIf a refund is not giving to me within the next days, I will seek legal consolation to help assist in expediting the processI will not rest on this whatsoeverI will also forward this complaint to as many news outlets as possible and let them investigate into their businesses practices much furtherI can not simply turn away from being treated unfairly, and I don't think Mr*** would either

Good morning,
The attachments provided are for a property located at *** * *** **., with a date of 2-10-I do not live at this address nor am I familiar to what this date might beUnfortunately, providing a document with and address different than mine doesn't solve the problem nor does it prove anything to be trueThis should be disregarded
In regards to me not being privy too or a party to the conversations that took place between them (20/and my neighbor), he's exactly correctBut what I can confirm is that the fee of $for coming out to inspect my unit (and my neighbor's until as well), is a charge that "should have been" charged to every one - as that is their fee that I was told was charged to everyoneTo intentionally charge one person and not charge the other to come out and determine what is to be done is absolutely not fairNo where can this be fair to any consumer that a company decides to pick and choose who pays this feeIf the fee should be charged to everyone, it should be charged to everyoneIt's as simple as that20/is running a deceptive practice and that is simply not okThere are several consumer rights and acts that protect us when a business engages in deceptive and unfair practicesAt this point, I am simply asking for my $to returned back to meI have no intention on doing business with them in the futureHowever, I'm not going to keep "basically beating a dead horse" and going back and forthIf a refund is not giving to me within the next days, I will seek legal consolation to help assist in expediting the processI will not rest on this whatsoeverI will also forward this complaint to as many news outlets as possible and let them investigate into their businesses practices much furtherI can not simply turn away from being treated unfairly, and I don't think Mr*** would either

Initial Business Response /* (1000, 8, 2016/02/09) */
I have reviewed the complaint and the detailed records regarding the call plus interview the service technician and the managerThis house was originally plumbed by a different plumbing company20/was asked by the home builder to fix the
problemDuring the fix it was determined that the fix could not be completed same dayThe homeowner was told NOT TO USE THE KITCHEN SINK until the plumbers could come back and finish the jobThe homeowner ignored the instructions provided by the plumber and used the kitchen sink any way20/was in no way responsible for the water leak as the system was not left operational and the homeowner was told suchThat is why the homeowners insurance picked up the claim as it was due to the homeowners negligence, not 20/20's

Bertha Bejarano, I do not think this email exchange is aiding in the resolve of this situationThe problem with email and texts are that people read into them too far, and then respond in a direction that takes things even farther from the root of the situationI will try and nicely put a few bullets for consideration without there being any perceived personal attack on Mr***: ? Regarding his warranty package, we provide such to the builder and we assume the builder provides it to the respective homeowners at close of escrowMr*** should contact Community Dynamics for replacement if he cannot locate his warranty packageOnly Community Dynamics would have the complete warranty package for his homeWe work with many builders and each has its own unique programIn regards to the manufacturer’s warranty that we passed on to the Builder, please see attached language that we provide as well as the manufacturer’s language that is also provided ? Regarding my statements concerning the other homeowner, Mr*** may or may not be correct in his statement below, I have no reason to doubt himWe responded to Community Dynamic’s request at the timeAll information regarding the other homeowner came to us directly from Community DynamicsI was merely responding with what we had in our notes to the fileIf my interpretation or restatement of those are incorrect, my apologiesRegardless that is between 20/and Community DynamicsMr*** is not a party to that contract/lot ? Please forgive me if I offended Mr*** in any way regarding the filtersThat statement in no way was meant to be derogatory in regards to Mr***All filters get dirty over time, and must be replacedThis was merely a statement of fact as to what we found, and also replaced, during the site visitIt is an indication of usage for a long period of time, that is all ? Being I was not party to the conversations Mr*** had with ***, and only having the service ticket notes and conversations with our CS department presently, all I can say is there is truly a difference of opinion in regards to what was saidIt is common in our industry though, to forward complaints for items outside of warranty to the Builder’s representative whom sold them that homeI am not saying that is what happened, I can only assume such after reading Mr***’s statements and reviewing the internal files/notes and general discussions with the CS staff ? I am not sure what, if any of the above, you wish to share with Mr***, as I will defer that to your judgementIn regards to Mr***’s claim, we only charged him for the labor as per the warranty that was given to him at the time of his purchase? Regards, ? ? *** *** Vice President / CFO M.***@2020ph.com 20/Plumbing & Heating, IncOrangewood Drive, Suite B Riverside, CA? ###-###-#### ###-###-#### Fax www.2020ph.com

Initial Business Response /* (1000, 8, 2016/02/09) */
I have reviewed the complaint and the detailed records regarding the call plus interview the service technician and the manager. This house was originally plumbed by a different plumbing company. 20/20 was asked by the home builder to fix the...

problem. During the fix it was determined that the fix could not be completed same day. The homeowner was told NOT TO USE THE KITCHEN SINK until the plumbers could come back and finish the job. The homeowner ignored the instructions provided by the plumber and used the kitchen sink any way. 20/20 was in no way responsible for the water leak as the system was not left operational and the homeowner was told such. That is why the homeowners insurance picked up the claim as it was due to the homeowners negligence, not 20/20's.

Bertha Bejarano, I do not think this email exchange is aiding in the resolve of this situation. The problem with email and texts are that people read into them too far, and then respond in a direction that takes things even farther from the root of the situation. I will try and nicely put a few bullets for consideration without there being any perceived personal attack on Mr. [redacted]:   Regarding his warranty package, we provide such to the builder and we assume the builder provides it to the respective homeowners at close of escrow. Mr. [redacted] should contact Community Dynamics for replacement if he cannot locate his warranty package. Only Community Dynamics would have the complete warranty package for his home. We work with many builders and each has its own unique program. In regards to the manufacturer’s warranty that we passed on to the Builder, please see attached language that we provide as well as the manufacturer’s language that is also provided.   Regarding my statements concerning the other homeowner, Mr. [redacted] may or may not be correct in his statement below, I have no reason to doubt him. We responded to Community Dynamic’s request at the time. All information regarding the other homeowner came to us directly from Community Dynamics. I was merely responding with what we had in our notes to the file. If my interpretation or restatement of those are incorrect, my apologies. Regardless that is between 20/20 and Community Dynamics. Mr. [redacted] is not a party to that contract/lot.   Please forgive me if I offended Mr. [redacted] in any way regarding the filters. That statement in no way was meant to be derogatory in regards to Mr. [redacted]. All filters get dirty over time, and must be replaced. This was merely a statement of fact as to what we found, and also replaced, during the site visit. It is an indication of usage for a long period of time, that is all.   Being I was not party to the conversations Mr. [redacted] had with [redacted], and only having the service ticket notes and conversations with our CS department presently, all I can say is there is truly a difference of opinion in regards to what was said. It is common in our industry though, to forward complaints for items outside of warranty to the Builder’s representative whom sold them that home. I am not saying that is what happened, I can only assume such after reading Mr. [redacted]’s statements and reviewing the internal files/notes and general discussions with the CS staff.   I am not sure what, if any of the above, you wish to share with Mr. [redacted], as I will defer that to your judgement. In regards to Mr. [redacted]’s claim, we only charged him for the labor as per the warranty that was given to him at the time of his purchase.   Regards,     [redacted]. [redacted] Vice President / CFO M.[redacted]@2020ph.com 20/20 Plumbing & Heating, Inc. 7343 Orangewood Drive, Suite B Riverside, CA  92504 ###-###-#### ###-###-#### Fax www.2020ph.com