Acme, Inc. Plumbing , Heating & Cooling

I have reviewed the response made by the business in reference to complaint ID ***, and find that this explanation is moderately tolerable. However, the company sends its communications out WITHOUT the slightest bit of explanation To have an eviction notice suddenly appear in my inbox without saying, "*** we are not evicting you We are merely taking action against the former tenant" would be self explanatory and demonstrate actual customer service The current situation demonstrates that customer service is clearly NOT a priority for Raines Property Management If the company were interested in serving the community, it would invest time and money into creating a customer service oriented business Keeping people in the loop means providing clear explanations Not sending out abrupt eviction notices
Sincerely,
*** ***

Upon moveout we found the property needed a great deal of cleaning and work. We performed the necessary work and provided a security transmittal as required by Virginia Law. The transmittal shows how every penny was accounted for. It was provided in the same
format and detail that has been upheld by the Montgomery General District court for the past years. The amount owed was paid by the residents and their guarators in full. Attached are a sample of pictures from the moveout which demonstrates how the residents left our property. The account is paid in full and closed.
We have responded a number of times both on the phone and via email to the complainant

Raines Property Management reviewed the account, all payments were posted correctly. Notices were sent to the email addresses provided to us. The complainant is a sublease who does not owe any back rent however the original lessee owes a past balance which we
intent to collect only from the original lessee. In order to keep all parties updated on the status of the account all email addresses associated with the account will receive notices

Mr*** was giving an option to resolve this matter He refused Acme is again thankful for the two times Mr*** was used is in the pastAcme feels Mr*** was offered a honest service to repair his A/CHowever, we will credit the bill that has yet to be paid and would respectfully ask Mr*** to call another service provider Thanks, *** *** General Manager Acme Plumbing and Heating

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.All Raines has done is resend what they previously provided, which is inadequate. I specifically asked for copies of receipts for the materials charge of $on the statement #*** from *** ***. They do not provide actual receipt copies for this line item and I am entitled to receive them (as opposed to a line itme charge of $entitled "materials"). They have also failed to provide the statement of account which provides a history of all charges and payments. This is a simple report to generate and any rental agency would be able to provide this. Lastly, they do not provide the proof of mailing of the notice of repairs to be done. This is required by the lease and has a deadline for notification which I believe they did not meet. Raines fails to explain why they won't provide these copies which I have been requesting since early October and attempts to satisfy their obligation by recycling their previous incomplete submissions and ignoring the requirements on the proof of mailing and statement of account
Regards,
*** ***

Receipts are attached

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I don't know how much clearer I can be, Raines said in the response if I asked them they would help advertise but all I was told was to give them a hundred dollars to advertise (which I gladly did). As I stated before, I am trying to give the property company as much of a notice as is humanly possible considering I had to sign next years lease last year.  I don't want to see me or them financially worse off.  I am sure that if they would work as hard as I am to try and find another renter we could get this done before the deadline but as you saw in their first response, they could care less about me or my situation. So I will be unsatisfied with any outcome until I see where we end up come July.  I'm sure with their help we can get it rented before then but if not, at least the judge will see I have been trying to get the matter resolved and they have not.  I have advertised on [redacted] and a renters guide.  I have had 2 people come look at it so hopefully it will rent.  They have been given their notice and I am doing my part- as I stated before, according to the law, once I give notice they need to be finding someone.  I have been looking and I hope they do the moral and right thing as a lot of people put their trust in this company.
Regards,
[redacted]

After sitting down with each of the 4 witnesses to this situation. This is the our response.  When we are faced with extreme heats as of late we generally focus on customers without A/C.  When dealing with heats like this we are usually faced with 75 to 100 "No A/C" calls a day.  We...

have 4 service techs.  Mr. [redacted]'s wife called into our shop, after our tech did not work on the heat. Note: It's difficult to trouble shoot a heating call in 100 degree weather.  Per 3 witnesses in our office Mr. [redacted]'s wife continually raised her voice to the dispatcher. The dispatcher informed Mr. [redacted]'s wife that she did not have to talk to her like that. If she continued she would hang up the phone.  Mr. [redacted]'s wife then hung up on the dispatcher.  Shortly after this, Mr. [redacted] came into our office.  Mr. [redacted] did not present himself in the most professional way.  Acme's HVAC supervisor stepped to try and help Mr. [redacted].  He explained to Mr. [redacted] that we would send someone out and trouble shoot the heating issue.  We would not charge to drive out and we would treat the call as if our tech had never left from the previous call.  We GPS all of our tech's vans. The tech was at his house for 32 mins.  It's a minimal 1 hour charge.  So by waiving the drive time for Mr. [redacted] of 15 mins. Our tech would have had 28 mins to trouble shoot the unit.  Mr. [redacted] would not calm down.  While Mr. [redacted] was arguing, we had a tech sitting in his driveway waiting for someone to let him in.  Mr. [redacted] has never paid the invoice for fixing his A/C.  Mr. [redacted] would not accept our offer to treat the call as if our tech never had left from the previous call.  At this point Mr. [redacted] was asked to leave and contact a service company he felt could handle his needs.  We notified the tech waiting at his house to continue on to his next service call.  Mr. [redacted] was not charged for the time our tech waited at the home.  We are thankful for the two times Mr. [redacted] has used us.  After reviewing everything, we realize we can't meet Mr. [redacted]'s service needs and understand him choosing another service provider.   [redacted] General Manager Acme Plumbing and Heating

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not...

resolve my complaint.  For your reference, details of the offer I reviewed appear below.
1) Placement of portable basketball goal in front of any property in [redacted] is clearly in violation of HOA rules.  The issue here is lack of enforcement of the rules by Raines property management in a timely manner.  The vague response is not reassuring to those of us who abide by the HOA rules, and does not disclose any deadline or course of action to remedy the situation.2) More importantly, the safety of the children who continue to use the basketball goal on the side walk less than few feet away from our well traveled road by residents and numerous construction vehicles are compromised.  It is natural reaction for kids to chase the bouncing ball off of the basketball board.  I have witnessed kids chasing the basketball across the road causing dangerous situation to themselves and the drivers who are surprised by sudden appearance of kids running across the road to catch their basketball.  I have cell phone pictures of the described situation and am happy to provide that upon request.  It is the responsibility of Raines property management to take a swift action and protect the residents and children of this community before an unfortunate accident occurs.I expect that Raines property management to take this matter seriously and do not delay the HOA rule enforcement more than the sixty days they have delayed in taking action already.  The sidewalk placement of basketball goal is too dangerously close to the main community road and it deserves prompt attention for the safety of all.  
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The initial responses from the company were that they needed to check their files and would call me back once they had the information. I never received a call back. I always had to continue to try and contact them, and the response was always the same. Someone would check on it and call me back. This of course, never happened.As far as their response on the breakdown of the bill, they never broke it down for cost of items and labor in any of the conversations. I continually asked for details on this billing. My requests were ignored, and finally I was treated very rudely by the manager during the final phone call. Again, during this call he never explained the breakdown on cost of  items and labor charges. If he had given me this information (if the first person to whom I spoke months ago had called me back with this information), I would have been satisfied and never filed the complaint in the first place.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details  of the offer I reviewed appear below. After reading their behalf I believe they are trying to make it sound like we are the bad guys.. so this is my response.. they stated early in their message that they generally focus on customers w/o A/C.. that they recieve 75-100 calls a day and only have 4 service techs?? Sounds like they need to hire more ppl and company is hurting alil right now.. sorry but we are paying customers with a time schedule and if we are next in line for u (Acme) to fix our air conditioning and heat at same time so yall dnt try in double charge us and u dont its messed up..you cant just tell us yall will fix our air and are going to fix our heat after u leave in fix everyone elses.. we have 2 kids that live with us we need our stuff to work.. Note: Acme is a heating and cooling service although it may be difficult for some to troubleshoot in 100 degree weather they should still be able to do the job! They said they had 3 witnesses to my wife raising her voice to the (gm)dispatcher.. my wife wishes yall would review the convo and wishes it was recorded.. the (gm) dispatcher in no way shape or form threatened to hang up especially on a complaint call.. I am head of kitchen, a shift leader and next in line as asst manager where I work and you dont talk to customers like that especially on a complaint call.. and yes I came in to the business doors shortly after as nice as can be and asked a lady to speak with the woman (gm).. she replied we dont have a woman gm.. when I said my wife just called a woman suddenly jumped up out of a vk room hysterically acting a complete fool going off!! While these witnesses just sit there at there computers aloowing this to happen!! Sorry that woman did get my blood pumping the way she acted handling me (paying customer) complaint again.. and yes sry me and my wife will not be treated like how we were and with them not showing up at all the next day like they said they would(in previous complaint) and was not allowed to speak with owner or gm they told me I cant speak with I then refused future business bc the guy said u wanna do business or not.. I said no to the future business until this is resolved. Note: it is now june 21st and air air conditioning is not working like it should be its been getting 80 degrees at night when set to 70.. ima let the Revdex.com do their job and handle this one because I refuse to talk to acme but will do what the Revdex.com thinks is right to handle tis matter.. and I believe that lady should get in trouble especially after saying it wouldnt be her first time hanging up on a customer and not get in trouble..
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
No I do not accept the company's explanation. There is one small sign on [redacted] regarding Towing on this property. This sign is nowhere near the parking lot which our vehicle was towed from. I will be happy to provide pictures of this lack of signage. I reiterate that this towing policy is nothing but a scam to enrich the tow company as well as the property management group.No I did not previously apply for a permit to park for 30 minutes as I was never even aware of the sign. 
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Thank you for bringing this dispute to our attention.  I apologize for the delay in getting back with you, but as promised we have carefully reviewed the complaint.  After considering your letter and looking in detail at your claim, we believe you are correct. As stated in your...

letter, the painting was incorrectly distributed by us between the resident and the owner of the property.  Therefore, we will be issuing a refund check in the amount of 342.88 as requested.Raines Property Management takes our fiduciary responsibility in handling security deposits correctly very seriously. We try to be very diligent in the distribution of funds and take the review process equally serious.  In this circumstance, we will be sending the refund out within the next few days.  Thank you for your residency with us and your patience as we worked through your issue to reach a fair and equitable solution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Sounds perfect to me.. I will choose a different provider 
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As I have previously requested and explained, I was charged for materials for repairs and am entitled to copies of receipts to verify the amount charged is accurate. Without receipts, how can I be sure the charges are accurate?  Secondly, the terms of the lease (clause #18) require that any notice sent must have a certificate of mailing and notice of repairs that are done after the lease has expired must be provided within 45 days of the expiration date of the lease.  In order to determine if notice is timely provided, I am entitled to see a copy of the certificate of mailing. Again, this is specified in the lease and is legally required to be provided per VRLTA. Lastly, there were various balances that were said to be owed after the repairs were completed, this after withholding the entire security deposit of more than $1400.00.  In an October 27th emails from [redacted], he stated there was a balance due of $240.46 and that the next communication will be through the legal system.  After I had made multiple requests for accounting, I received an email stating the balance on the account "appeared to be paid in full" and he considered the matter closed.  I had sent emails on October 2nd, 20th and 27th before receiving a reply.  Each time I requested the above items as well as a copy of the statement of account so I could review how payments were applied. The last denial of my requests was justified by the statement the account appears to have paid and is closed.  My requests are perfectly reasonable.  They don't require undue effort or time commitment as these are documents any real estate agency should have--and they are required by he lease and VRLTA.  It is logical to question the reasons why they will not provide them.  I continue to ask for these and request your assistance in this matter. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Mr. [redacted] entered into a contract and we are adhering to the terms of the contract.

We have notified the owner of the property who has up the goal up and are working through the process required process to resolve the issue.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of...

the offer I reviewed appear below.According to Virginia law, Va. Code Ann. §§ 55-248.33, 55-248.35 if I give notice that I need to break the lease, the leasing agent is responsible for finding another renter as soon as possible and my obligation is only for the months not rented.  (Virginias mitigation of damages clause) I have given notice that July will be my last month and have paid $100.00 for advertising to the rental company. I feel 3 months is more than fair to find a renter especially with an inflated cost of $100.00 to advertise.  All I am asking is for the company that I and my wife have dealt with for eight years is to treat us fairly.  When a man realizes the American dream by purchasing a home, the last thing he should expect is for the company he has done business with for so long to want to push him down in the dirt.
Regards,
[redacted]