[redacted] rcv'd consumers concerns via a complaint he filed with Revdex.com of DC (cid # [redacted] ) ...see **'s response below:---------- Forwarded message ----------From: [redacted] *** < [redacted] >Date: Fri, Aug 1, at 4:PMSubject: [redacted] vMagnolia Plumbing IncTo: [redacted] [redacted] , Your complaint has been forwarded to me for review and response After carefully consideration I have determined that your case was closed properly The business previously made corrections to their installation and extended your warranty for an additional year However, you were not satisfied and requested a replacement The business escalated the matter to the manufacture for inspection and recommendation The manufacture reported your unit as a "filed repairable, non-leaking heater" but as a courtesy they still replaced the unit It is the opinion of this office that the business made a good faith effort to repair the deficiency Further, when the consumer (yourself) was not satisfied, they referred the matter to the manufacture The manufacture made you whole by replacing the unit, even after the repairs of Magnolia Plumbing I am sorry that we were not able to obtain the resolution you desired You may contact the Maryland Board of Plumbing (link below) or an attorney to see if you have any further recourse options available to you Link: [redacted] Should you have any further questions please feel free to contact me Thank you, [redacted] ***, Operations Director Msg received: I am filing a complaint against Mr [redacted] Dennis, at the Revdex.com, as my initial complaint against Magnolia Plumbing has not been resolved, and there are indicators that Magnolia and [redacted] have a conflict of interest [redacted] was contacted by Magnolia Plumbing prior to my submitting a formal complaint - I have received no resolution, rather 'cleared from desk' by [redacted] .Email was sent earlier today addressing this issue as prior communications from Magnolia included the following:Email from Magnolia on 3/19/2014: " [redacted] mentioned that you are filing a complaint with the Revdex.comI will just wait to hear from them and respondI contacted [redacted] at the Revdex.com and I see you havent initiated a formal complaint yetMaybe we can avoid that." "I will wait to hear from the County, The Revdex.com, or whomever you choose to contact on this matter." ______Dear [redacted] : This message is in regard to your complaint submitted on 3/27/12:00:AM against Magnolia Plumbing IncYour complaint was assigned ID [redacted] .The Revdex.com, in reviewing the complaint that you submitted to us about Magnolia Plumbing Inc, has closed the caseThe outcome of this complaint will be included in the company's Business Review for yearsIf you wish to further pursue the issue, you might contact a legal advisor or the Attorney General's officeShould you have any questions, please do not hesitate to contact us - we are happy to assist youRegards, [redacted] The Revdex.com
April 8, Dear [redacted] ***,Our company furnished and installed an [redacted] power vent water heater for [redacted] four years agoLast May the customer contacted our office to express a concern about venting condensate that had collected at the bottom of the tankAt the time, we made some recommendations (to perform a tank flush and clear the vent drain) and thought that the problem was resolved** [redacted] pursued the issue with the manufacturer and it was discovered that the terminus of the vent we installed evidently did not meet the specifications of the manufacturer,We accepted the determination of [redacted] and offered to make the recommended alterations as specified by tech support at [redacted] ***Unfortunately, by this time ** [redacted] had lost confidence in our ability to resolve the problemHe had become convinced that the water heater was faulty and that he would never get the full warranty life out of the heater.The adjustment required by the manufacturer amounted to extending a 2PVC exterior vent inches: a very simple repair.After my initial conversation with ** [redacted] it was obvious that he was very upsetMy goal at this point was to resolve the problem and to offer accommodations for having my customer inconvenienced by thisoffered to make the necessary alterations as recommended and to extend the manufacturer warranty on the water heater for a full yearAdditionally, [redacted] suggested to the customer that the gas line to the heater should be rigid steel and not flexible steel as we had installed ( [redacted] had been communicating with [redacted] via email with pictures, etc.)This advice" contradicts the International Fuel Gas Code, but as a concession to ** [redacted] , offered to replace the gas connection to his water heater at no chargealso issued a permit at no charge (this follow up work does not require permitting)[redacted] s response to my resolution was an unequivocal demand that we replace the water heater at no charge to himSubsequent interactions by the customer were belligerent and confrontationalSeveral weeks went by until we could convince the customer to allow us to make the repairs, which we had to do according to his scheduleIt was my understanding that the matter with ** [redacted] had been resolved, albeit unsatisfactorily from the customers perspective, My assessment was that we had a customer who could not be satisfiedThe most favorable outcome would be that met our obligations with him and that we offered additional service and attention to his issue.It is my opinion that we have met our obligations to ** [redacted] That he contends his water heater was faulty and that it failed, is incorrectThis can be substantiated by [redacted] ***s Technical Support Supervisor, [redacted] ***I will be happy toforward you supporting documentation.It is not the intention of Magnolia Plumbing to avoid our responsibility to our customersIn the case of [redacted] it is my opinion that we have met our obligations despite having to deal with a contentious, and at times, threatening customerWe are making no more concessions to ** [redacted] In response to your offices discovery as to what actions we are willing to make – we are not willing to take any further actions to accommodate this customer.I am happy to supply you with further information and I am available to discuss the particulars of this case.Thank you for your attention to this
We understand your disappointment and apologize for any inconvenience that this may have caused youA refund check has gone out in the mail to you, we expect you to receive this before the end of the week
When a reputable contractor gives you an estimate to perform a job, you assume it accurately reflects the cost of materials and level of effort to perform the job This is not my case with MagnoliaI called Magnolia Plumbing to have a backflow preventer installed on the water feed to my unit I asked that the plumber come prepared to install the device The plumber came on April 30, 2016, and informed me that I needed a check-valve and not a backflow preventer, charged me $for the visit and scheduled "another day" to complete the installation He provided an estimate for the work which was over $ (I assumed that this was a complicated procedure so I agreed for the plumber to come back and installed the device,)
The one plumber came back on May 2, and quickly installed the spring loaded check valve in approximately minutes It turned out to be a very simple installationHe stated that I had to pay based on the initial estimate With the initial visit charge of $and the added cost for the minute check valve installation, I paid a total of $An estimate should be based on labor, materials, and overhead If I would have known that this was such a simple procedure, I would have questioned the estimateOnline I see that the brass spring-loaded check valve sells for less than $50, Considering that the work took minutes, the labor charge for this work was $ $for less than one hour labor for one plumber is an outrageous sum to chargeThis is neither fair or reasonableI have contacted Magnolia several times concerning this matter and have not gotten any responseMy wife and I are retired, senior citizens, living on a fixed income
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***
After meeting with multiple companies to get an estimate for a replacement furnace, I chose to go with Magnolia PlumbingThe installation went smoothly and they had me up and running in no timeThe technicians were very helpful and very professionalThe sales rep I met with was very professional as well, he helped me understand the differences in products and also explained the process from start to finishMagnolia Plumbing was a pleasure to work with and will do business with them again
Dear *** ***;
I have been in touch with this customer during the past week, both by email and by phoneI understand the nature of his complaint, and although some of the customer's demands are unreasonable and may even be unexecutable, I feel we can come to a satisfactory
resolution within the next week or soPlease let me know if I need to communicate further developments with your officeYours truly,
Réal C***
Residential Service Manager
Magnolia Plumbing
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because the information provided by Magnolia is inaccurate, and everything performed as a 'courtesy' was mandated by [redacted] County inspectors when they FAILED their installation 3yrs after install. Magnolia never pulled a permit for our water heater installation, however, we were charged for this process.
I remain with requesting the initial installation expenses be reimbursed totalling $3700.00. This amount does not account for all of the time I have missed from work, and other related expenses to have a functional water heater in our house, with expectations to have more than 4 years of life. I believe the AVERAGE life of a water heater is 12yrs! Average price for a water heater is $500.00, not $1500.00, which is the cost of the one in question, plus installation costs.
It is interesting to note, I dont work in the plumbing industry, and I even know, flex gas pipe is not up to code, hence why the inspector rejected/failed this installation. Hard pipe is REQUIRED! There are no favors being made here.
Regards,
[redacted]
From: [redacted] <[redacted]>Date: Mon, Jan 19, 2015 at 2:03 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>Thank you for...
your email. Magnolia refunded my money on January 12. 2015. I appreciate the work you did in order to get my refund.Best regards.[redacted]
Verdana, sans-serif; font-size: 17.024px; line-height: 23.8336px; background-color: rgb(255, 255, 255);">We understand your disappointment and apologize for any inconvenience that this may have caused you.
A refund check has gone out in the mail to you, we expect you to receive this before the end of the week.
Here is Magnolia’s position regarding Complaint # [redacted] pursuant to our conversation this afternoon:
It our my contention that [redacted] is demanding corrections be made to a water heater that is no longer in use at his home; and that this customer may not even have gotten an inspection as he states; and, that a code official would never fail a gas connection as [redacted] claims in his complaint. He may be referring to [redacted]’s specifications or recommendations. I have attached the International Gas Code; section 411.1 to illustrate my position.
Our position remains the same. We have met all obligations regarding this matter.
The customer evidently was able to obtain a new water heater by coercion from [redacted], and the customer is using this as proof that the heater we installed was defective. Mike Dial from [redacted] (see attached letter) admits that the customer was given a new heater as a “courtesy”.
Wish I could give less than 1 star. Moved to the location from south FL, sight unseen. Have NEVER liked it from day 1. Office staff seemed friendly and helpful, just very disorganized. Apartments are old and poorly kept, maintenance staff are friendly and respond quickly but they jimmy rig rather than fix anything properly. Galley kitchen is a total joke and can't even open the only 2 drawers in it due to them hitting the oven door. Lived on 2nd floor- floors sagged and everything rolled onto floor off of flat surfaces. Carpet was in poor condition, broken floor tiles, horrible cabinets, bugs all the time (only get treated for bugs if you ask, otherwise, they will NEVER come), gate at front worked for about 2 out of 9 months, pool is gross, equipment in the gym was all broken and never fixed, laundry room is DISGUSTING which forced me to rent a washer & dryer from a company... Shall I keep going? Could never work out properly as husband would have ended up in apartment below us since the floors are so old and flimsy. Never went an entire week without seeing moving vans or trucks as people couldn't wait to leave. We broke our lease due to inability to continue paying the high rent (other occupant moved out 2 months before, and left us with the bills), and THAT is when the true colors came out. Found a subleaser, but office raked them over the coals with high fees and STILL demanded $200 from us. Very unprofessional manager, who takes these things personally and makes poor business decisions because of it. Would never recommend this place to anyone. Go next door to Trotter's Run- much more beautiful apartments for the same price and they are very well taken care of with excellent staff.
** rcv'd consumers concerns via a complaint he filed with Revdex.com of DC (cid #[redacted]) ...see **'s response below:---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Fri, Aug 1, 2014 at 4:48 PMSubject: [redacted] v. Magnolia Plumbing IncTo: [redacted],
Your complaint has been forwarded to me for review and response. After carefully consideration I have determined that your case was closed properly. The business previously made corrections to their installation and extended your warranty for an additional year. However, you were not satisfied and requested a replacement. The business escalated the matter to the manufacture for inspection and recommendation. The manufacture reported your unit as a "filed repairable, non-leaking heater" but as a courtesy they still replaced the unit.
It is the opinion of this office that the business made a good faith effort to repair the deficiency. Further, when the consumer (yourself) was not satisfied, they referred the matter to the manufacture. The manufacture made you whole by replacing the unit, even after the repairs of Magnolia Plumbing.
I am sorry that we were not able to obtain the resolution you desired. You may contact the Maryland Board of Plumbing (link below) or an attorney to see if you have any further recourse options available to you.
Link: [redacted]
Should you have any further questions please feel free to contact me.
Thank you,
[redacted], Operations Director
Msg received:
I am filing a complaint against Mr. [redacted] Dennis, at the Revdex.com, as my initial complaint against Magnolia Plumbing has not been resolved, and there are indicators that Magnolia and [redacted] have a conflict of interest. [redacted] was contacted by Magnolia Plumbing prior to my submitting a formal complaint - I have received no resolution, rather 'cleared from desk' by [redacted].Email was sent earlier today addressing this issue as prior communications from Magnolia included the following:Email from Magnolia on 3/19/2014: "[redacted] mentioned that you are filing a complaint with the Revdex.com. I will just wait to hear from them and respond. I contacted [redacted] at the Revdex.com and I see you havent initiated a formal complaint yet. Maybe we can avoid that." "I will wait to hear from the County, The Revdex.com, or whomever you choose to contact on this matter." ______Dear [redacted] : This message is in regard to your complaint submitted on 3/27/2014 12:00:00 AM against Magnolia Plumbing Inc. Your complaint was assigned ID [redacted].The Revdex.com, in reviewing the complaint that you submitted to us about Magnolia Plumbing Inc, has closed the case. The outcome of this complaint will be included in the company's Business Review for 3 years. If you wish to further pursue the issue, you might contact a legal advisor or the Attorney General's office. Should you have any questions, please do not hesitate to contact us - we are happy to assist you. Regards,[redacted] The Revdex.com
April 8, 2014
Dear [redacted],Our company furnished and installed an [redacted] power vent water heater for [redacted] four years ago. Last May the customer contacted our office to express a concern about venting condensate that had collected at the bottom of the tank. At the time, we...
made some recommendations (to perform a tank flush and clear the vent drain) and thought that the problem was resolved. **. [redacted] pursued the issue with the manufacturer and it was discovered that the terminus of the vent we installed evidently did not meet the specifications of the manufacturer,We accepted the determination of [redacted] and offered to make the recommended alterations as specified by tech support at [redacted]. Unfortunately, by this time **. [redacted] had lost confidence in our ability to resolve the problem. He had become convinced that the water heater was faulty and that he would never get the full warranty life out of the heater.The adjustment required by the manufacturer amounted to extending a 2PVC exterior vent 10 inches: a very simple repair.After my initial conversation with **. [redacted] it was obvious that he was very upset. My goal at this point was to resolve the problem and to offer accommodations for having my customer inconvenienced by this. offered to make the necessary alterations as recommended and to extend the manufacturer warranty on the water heater for a full year. Additionally, [redacted] suggested to the customer that the gas line to the heater should be rigid steel and not flexible steel as we had installed ([redacted] had been communicating with [redacted] via email with pictures, etc.). This advice" contradicts the International Fuel Gas Code, but as a concession to **. [redacted], offered to replace the gas connection to his water heater at no charge. also issued a permit at no charge (this follow up work does not require permitting).[redacted]s response to my resolution was an unequivocal demand that we replace the water heater at no charge to him. Subsequent interactions by the customer were belligerent and confrontational. Several weeks went by until we could convince the customer to allow us to make the repairs, which we had to do according to his schedule.
It was my understanding that the matter with **. [redacted] had been resolved, albeit unsatisfactorily from the customers perspective, My assessment was that we had a customer who could not be satisfied. The most favorable outcome would be that met our obligations with him and that we offered additional service and attention to his issue.It is my opinion that we have met our obligations to **. [redacted]. That he contends his water heater was faulty and that it failed, is incorrect. This can be substantiated by [redacted]s Technical Support Supervisor, [redacted]. I will be happy toforward you supporting documentation.It is not the intention of Magnolia Plumbing to avoid our responsibility to our customers. In the case of [redacted] it is my opinion that we have met our obligations despite having to deal with a contentious, and at times, threatening customer. We are making no more concessions to **. [redacted]. In response to your offices discovery as to what actions we are willing to make – we are not willing to take any further actions to accommodate this customer.I am happy to supply you with further information and I am available to discuss the particulars of this case.Thank you for your attention to this.
[redacted] rcv'd consumers concerns via a complaint he filed with Revdex.com of DC (cid # [redacted] ) ...see **'s response below:---------- Forwarded message ----------From: [redacted] *** < [redacted] >Date: Fri, Aug 1, at 4:PMSubject: [redacted] vMagnolia Plumbing IncTo: [redacted] [redacted] , Your complaint has been forwarded to me for review and response After carefully consideration I have determined that your case was closed properly The business previously made corrections to their installation and extended your warranty for an additional year However, you were not satisfied and requested a replacement The business escalated the matter to the manufacture for inspection and recommendation The manufacture reported your unit as a "filed repairable, non-leaking heater" but as a courtesy they still replaced the unit It is the opinion of this office that the business made a good faith effort to repair the deficiency Further, when the consumer (yourself) was not satisfied, they referred the matter to the manufacture The manufacture made you whole by replacing the unit, even after the repairs of Magnolia Plumbing I am sorry that we were not able to obtain the resolution you desired You may contact the Maryland Board of Plumbing (link below) or an attorney to see if you have any further recourse options available to you Link: [redacted] Should you have any further questions please feel free to contact me Thank you, [redacted] ***, Operations Director Msg received: I am filing a complaint against Mr [redacted] Dennis, at the Revdex.com, as my initial complaint against Magnolia Plumbing has not been resolved, and there are indicators that Magnolia and [redacted] have a conflict of interest [redacted] was contacted by Magnolia Plumbing prior to my submitting a formal complaint - I have received no resolution, rather 'cleared from desk' by [redacted] .Email was sent earlier today addressing this issue as prior communications from Magnolia included the following:Email from Magnolia on 3/19/2014: " [redacted] mentioned that you are filing a complaint with the Revdex.comI will just wait to hear from them and respondI contacted [redacted] at the Revdex.com and I see you havent initiated a formal complaint yetMaybe we can avoid that." "I will wait to hear from the County, The Revdex.com, or whomever you choose to contact on this matter." ______Dear [redacted] : This message is in regard to your complaint submitted on 3/27/12:00:AM against Magnolia Plumbing IncYour complaint was assigned ID [redacted] .The Revdex.com, in reviewing the complaint that you submitted to us about Magnolia Plumbing Inc, has closed the caseThe outcome of this complaint will be included in the company's Business Review for yearsIf you wish to further pursue the issue, you might contact a legal advisor or the Attorney General's officeShould you have any questions, please do not hesitate to contact us - we are happy to assist youRegards, [redacted] The Revdex.com
April 8, Dear [redacted] ***,Our company furnished and installed an [redacted] power vent water heater for [redacted] four years agoLast May the customer contacted our office to express a concern about venting condensate that had collected at the bottom of the tankAt the time, we made some recommendations (to perform a tank flush and clear the vent drain) and thought that the problem was resolved** [redacted] pursued the issue with the manufacturer and it was discovered that the terminus of the vent we installed evidently did not meet the specifications of the manufacturer,We accepted the determination of [redacted] and offered to make the recommended alterations as specified by tech support at [redacted] ***Unfortunately, by this time ** [redacted] had lost confidence in our ability to resolve the problemHe had become convinced that the water heater was faulty and that he would never get the full warranty life out of the heater.The adjustment required by the manufacturer amounted to extending a 2PVC exterior vent inches: a very simple repair.After my initial conversation with ** [redacted] it was obvious that he was very upsetMy goal at this point was to resolve the problem and to offer accommodations for having my customer inconvenienced by thisoffered to make the necessary alterations as recommended and to extend the manufacturer warranty on the water heater for a full yearAdditionally, [redacted] suggested to the customer that the gas line to the heater should be rigid steel and not flexible steel as we had installed ( [redacted] had been communicating with [redacted] via email with pictures, etc.)This advice" contradicts the International Fuel Gas Code, but as a concession to ** [redacted] , offered to replace the gas connection to his water heater at no chargealso issued a permit at no charge (this follow up work does not require permitting)[redacted] s response to my resolution was an unequivocal demand that we replace the water heater at no charge to himSubsequent interactions by the customer were belligerent and confrontationalSeveral weeks went by until we could convince the customer to allow us to make the repairs, which we had to do according to his scheduleIt was my understanding that the matter with ** [redacted] had been resolved, albeit unsatisfactorily from the customers perspective, My assessment was that we had a customer who could not be satisfiedThe most favorable outcome would be that met our obligations with him and that we offered additional service and attention to his issue.It is my opinion that we have met our obligations to ** [redacted] That he contends his water heater was faulty and that it failed, is incorrectThis can be substantiated by [redacted] ***s Technical Support Supervisor, [redacted] ***I will be happy toforward you supporting documentation.It is not the intention of Magnolia Plumbing to avoid our responsibility to our customersIn the case of [redacted] it is my opinion that we have met our obligations despite having to deal with a contentious, and at times, threatening customerWe are making no more concessions to ** [redacted] In response to your offices discovery as to what actions we are willing to make – we are not willing to take any further actions to accommodate this customer.I am happy to supply you with further information and I am available to discuss the particulars of this case.Thank you for your attention to this
We will be refunding this customer the amount of the service agreement
We understand your disappointment and apologize for any inconvenience that this may have caused youA refund check has gone out in the mail to you, we expect you to receive this before the end of the week
When a reputable contractor gives you an estimate to perform a job, you assume it accurately reflects the cost of materials and level of effort to perform the job This is not my case with MagnoliaI called Magnolia Plumbing to have a backflow preventer installed on the water feed to my unit I asked that the plumber come prepared to install the device The plumber came on April 30, 2016, and informed me that I needed a check-valve and not a backflow preventer, charged me $for the visit and scheduled "another day" to complete the installation He provided an estimate for the work which was over $ (I assumed that this was a complicated procedure so I agreed for the plumber to come back and installed the device,)
The one plumber came back on May 2, and quickly installed the spring loaded check valve in approximately minutes It turned out to be a very simple installationHe stated that I had to pay based on the initial estimate With the initial visit charge of $and the added cost for the minute check valve installation, I paid a total of $An estimate should be based on labor, materials, and overhead If I would have known that this was such a simple procedure, I would have questioned the estimateOnline I see that the brass spring-loaded check valve sells for less than $50, Considering that the work took minutes, the labor charge for this work was $ $for less than one hour labor for one plumber is an outrageous sum to chargeThis is neither fair or reasonableI have contacted Magnolia several times concerning this matter and have not gotten any responseMy wife and I are retired, senior citizens, living on a fixed income
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***
After meeting with multiple companies to get an estimate for a replacement furnace, I chose to go with Magnolia PlumbingThe installation went smoothly and they had me up and running in no timeThe technicians were very helpful and very professionalThe sales rep I met with was very professional as well, he helped me understand the differences in products and also explained the process from start to finishMagnolia Plumbing was a pleasure to work with and will do business with them again
Dear *** ***;
I have been in touch with this customer during the past week, both by email and by phoneI understand the nature of his complaint, and although some of the customer's demands are unreasonable and may even be unexecutable, I feel we can come to a satisfactory
resolution within the next week or soPlease let me know if I need to communicate further developments with your officeYours truly,
Réal C***
Residential Service Manager
Magnolia Plumbing
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because the information provided by Magnolia is inaccurate, and everything performed as a 'courtesy' was mandated by [redacted] County inspectors when they FAILED their installation 3yrs after install. Magnolia never pulled a permit for our water heater installation, however, we were charged for this process.
I remain with requesting the initial installation expenses be reimbursed totalling $3700.00. This amount does not account for all of the time I have missed from work, and other related expenses to have a functional water heater in our house, with expectations to have more than 4 years of life. I believe the AVERAGE life of a water heater is 12yrs! Average price for a water heater is $500.00, not $1500.00, which is the cost of the one in question, plus installation costs.
It is interesting to note, I dont work in the plumbing industry, and I even know, flex gas pipe is not up to code, hence why the inspector rejected/failed this installation. Hard pipe is REQUIRED! There are no favors being made here.
Regards,
[redacted]
Hi [redacted]-
New Roman', serif;">This matter has been resolved. [redacted] paid in person on 5/30/14. We agreed accept $103.00 to settle her debt.
Thank you,
[redacted]
[redacted]
Residential Plumbing and HVAC Service Manager
[redacted]
600 Gallatin St., NE
Washington, DC 20017
###-###-#### / office
###-###-#### / cell
###-###-#### / fax
Visit us on the web: www.MagnoliaPlumbing.com
From: [redacted] <[redacted]>Date: Mon, Jan 19, 2015 at 2:03 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>Thank you for...
your email. Magnolia refunded my money on January 12. 2015. I appreciate the work you did in order to get my refund.Best regards.[redacted]
Verdana, sans-serif; font-size: 17.024px; line-height: 23.8336px; background-color: rgb(255, 255, 255);">We understand your disappointment and apologize for any inconvenience that this may have caused you.
A refund check has gone out in the mail to you, we expect you to receive this before the end of the week.
We will be refunding this customer the amount of the service agreement.
Hi [redacted]-
Here is Magnolia’s position regarding Complaint # [redacted] pursuant to our conversation this afternoon:
It our my contention that [redacted] is demanding corrections be made to a water heater that is no longer in use at his home; and that this customer may not even have gotten an inspection as he states; and, that a code official would never fail a gas connection as [redacted] claims in his complaint. He may be referring to [redacted]’s specifications or recommendations. I have attached the International Gas Code; section 411.1 to illustrate my position.
Our position remains the same. We have met all obligations regarding this matter.
The customer evidently was able to obtain a new water heater by coercion from [redacted], and the customer is using this as proof that the heater we installed was defective. Mike Dial from [redacted] (see attached letter) admits that the customer was given a new heater as a “courtesy”.
Wish I could give less than 1 star. Moved to the location from south FL, sight unseen. Have NEVER liked it from day 1. Office staff seemed friendly and helpful, just very disorganized. Apartments are old and poorly kept, maintenance staff are friendly and respond quickly but they jimmy rig rather than fix anything properly. Galley kitchen is a total joke and can't even open the only 2 drawers in it due to them hitting the oven door. Lived on 2nd floor- floors sagged and everything rolled onto floor off of flat surfaces. Carpet was in poor condition, broken floor tiles, horrible cabinets, bugs all the time (only get treated for bugs if you ask, otherwise, they will NEVER come), gate at front worked for about 2 out of 9 months, pool is gross, equipment in the gym was all broken and never fixed, laundry room is DISGUSTING which forced me to rent a washer & dryer from a company... Shall I keep going? Could never work out properly as husband would have ended up in apartment below us since the floors are so old and flimsy. Never went an entire week without seeing moving vans or trucks as people couldn't wait to leave. We broke our lease due to inability to continue paying the high rent (other occupant moved out 2 months before, and left us with the bills), and THAT is when the true colors came out. Found a subleaser, but office raked them over the coals with high fees and STILL demanded $200 from us. Very unprofessional manager, who takes these things personally and makes poor business decisions because of it. Would never recommend this place to anyone. Go next door to Trotter's Run- much more beautiful apartments for the same price and they are very well taken care of with excellent staff.
** rcv'd consumers concerns via a complaint he filed with Revdex.com of DC (cid #[redacted]) ...see **'s response below:---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Fri, Aug 1, 2014 at 4:48 PMSubject: [redacted] v. Magnolia Plumbing IncTo: [redacted],
Your complaint has been forwarded to me for review and response. After carefully consideration I have determined that your case was closed properly. The business previously made corrections to their installation and extended your warranty for an additional year. However, you were not satisfied and requested a replacement. The business escalated the matter to the manufacture for inspection and recommendation. The manufacture reported your unit as a "filed repairable, non-leaking heater" but as a courtesy they still replaced the unit.
It is the opinion of this office that the business made a good faith effort to repair the deficiency. Further, when the consumer (yourself) was not satisfied, they referred the matter to the manufacture. The manufacture made you whole by replacing the unit, even after the repairs of Magnolia Plumbing.
I am sorry that we were not able to obtain the resolution you desired. You may contact the Maryland Board of Plumbing (link below) or an attorney to see if you have any further recourse options available to you.
Link: [redacted]
Should you have any further questions please feel free to contact me.
Thank you,
[redacted], Operations Director
Msg received:
I am filing a complaint against Mr. [redacted] Dennis, at the Revdex.com, as my initial complaint against Magnolia Plumbing has not been resolved, and there are indicators that Magnolia and [redacted] have a conflict of interest. [redacted] was contacted by Magnolia Plumbing prior to my submitting a formal complaint - I have received no resolution, rather 'cleared from desk' by [redacted].Email was sent earlier today addressing this issue as prior communications from Magnolia included the following:Email from Magnolia on 3/19/2014: "[redacted] mentioned that you are filing a complaint with the Revdex.com. I will just wait to hear from them and respond. I contacted [redacted] at the Revdex.com and I see you havent initiated a formal complaint yet. Maybe we can avoid that." "I will wait to hear from the County, The Revdex.com, or whomever you choose to contact on this matter." ______Dear [redacted] : This message is in regard to your complaint submitted on 3/27/2014 12:00:00 AM against Magnolia Plumbing Inc. Your complaint was assigned ID [redacted].The Revdex.com, in reviewing the complaint that you submitted to us about Magnolia Plumbing Inc, has closed the case. The outcome of this complaint will be included in the company's Business Review for 3 years. If you wish to further pursue the issue, you might contact a legal advisor or the Attorney General's office. Should you have any questions, please do not hesitate to contact us - we are happy to assist you. Regards,[redacted] The Revdex.com
April 8, 2014
Dear [redacted],Our company furnished and installed an [redacted] power vent water heater for [redacted] four years ago. Last May the customer contacted our office to express a concern about venting condensate that had collected at the bottom of the tank. At the time, we...
made some recommendations (to perform a tank flush and clear the vent drain) and thought that the problem was resolved. **. [redacted] pursued the issue with the manufacturer and it was discovered that the terminus of the vent we installed evidently did not meet the specifications of the manufacturer,We accepted the determination of [redacted] and offered to make the recommended alterations as specified by tech support at [redacted]. Unfortunately, by this time **. [redacted] had lost confidence in our ability to resolve the problem. He had become convinced that the water heater was faulty and that he would never get the full warranty life out of the heater.The adjustment required by the manufacturer amounted to extending a 2PVC exterior vent 10 inches: a very simple repair.After my initial conversation with **. [redacted] it was obvious that he was very upset. My goal at this point was to resolve the problem and to offer accommodations for having my customer inconvenienced by this. offered to make the necessary alterations as recommended and to extend the manufacturer warranty on the water heater for a full year. Additionally, [redacted] suggested to the customer that the gas line to the heater should be rigid steel and not flexible steel as we had installed ([redacted] had been communicating with [redacted] via email with pictures, etc.). This advice" contradicts the International Fuel Gas Code, but as a concession to **. [redacted], offered to replace the gas connection to his water heater at no charge. also issued a permit at no charge (this follow up work does not require permitting).[redacted]s response to my resolution was an unequivocal demand that we replace the water heater at no charge to him. Subsequent interactions by the customer were belligerent and confrontational. Several weeks went by until we could convince the customer to allow us to make the repairs, which we had to do according to his schedule.
It was my understanding that the matter with **. [redacted] had been resolved, albeit unsatisfactorily from the customers perspective, My assessment was that we had a customer who could not be satisfied. The most favorable outcome would be that met our obligations with him and that we offered additional service and attention to his issue.It is my opinion that we have met our obligations to **. [redacted]. That he contends his water heater was faulty and that it failed, is incorrect. This can be substantiated by [redacted]s Technical Support Supervisor, [redacted]. I will be happy toforward you supporting documentation.It is not the intention of Magnolia Plumbing to avoid our responsibility to our customers. In the case of [redacted] it is my opinion that we have met our obligations despite having to deal with a contentious, and at times, threatening customer. We are making no more concessions to **. [redacted]. In response to your offices discovery as to what actions we are willing to make – we are not willing to take any further actions to accommodate this customer.I am happy to supply you with further information and I am available to discuss the particulars of this case.Thank you for your attention to this.