California Custom Designs

July 28, 2015In Reference to: [redacted] Alexandria Va***To whom it may concern:This letter is in response to a complaint made by the above customerWe received a work order from the home warranty company that we are contractors forWe went out the same day which was 5/29/as we were told that this was an emergencyOnce at the customer’s house we discovered that the tank was leaking and needed to be replacedPer the contract we have with the home warranty company we followed there procedures and called all info onto them and ordered new water thru them alsoScheduled the customer for a week out or as soon as new unit was in we would go installOn 6/3/customer called into say that she was taking a buy out from the warranty and that she needed a refund of $She spoke with Jennifer who is not authorized to disperse any funds to customersOn 6/11/customer called back and spoke to the office manager and a check was mailed out on 6/13/We were under the impression that the customer would receive check and everything would be okayIt wasn’t until 6/23/when our bank account was deducted $and we found out that it was for [redacted] I called bank to see if check had been cashed and it hadn’t beenI’m not sure what happened in this case but I would like to send a sincere apology to [redacted] for the mishapIt is always in our best interest to make sure a customer is satisfiedAgain I would like to apologize for this unfortunate incidentIf there are any questions or concerns we can be reached at ###-###-#### or [email protected] YoursNakeisha M [redacted] Office Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I believe the response is not true or genuine but an poor attempt to pacify and make it look like their business practices are valid.This is the part of the statement that is correct: We received a work order from the home warranty company that we are contractors forWe went out the same day which was 5/29/as we were told that this was an emergencyOnce at the customer’s house we discovered that the tank was leaking and needed to be replacedPer the contract we have with the home warranty company we followed there procedures and called all info onto themThen they state: and ordered new water thru them alsoScheduled the customer for a week out or as soon as new unit was in we would go install. On 6/3/customer called into say that she was taking a buy out from the warranty and that she needed a refund of $700.00The above statement is incorrect because the home warranty company called me in the interim to say that the plumbing company could not locate an gallon water heater That they could only locate a gallon water heater I then told them that I didn't want a water heater that would not be able to maintain the capacity of water needed in my home The warranty company then left it up to me to either accept what they offered or take a buyout and go find a company outside of the warranty companies' purview I chose to find another company who could accommodate what my home required I called B's plumbing back to let them know that I was taking the 'buyout' from the warranty company at which time I discussed how I would receive a refund for the $that I had prepaid them on my credit cardI spoke to the first person (who, based on the company's response, I guess was Jennifer) who told me I had to speak to the manager I called back to speak to the manager (Nakeisha) who said they would only be able to refund $because $was a fee for them coming to my home and that they would send a check within a couple of days When a couple of days passed and I didn't see the check I called back to tall to Nakeisha Whomever answered the phone said that she was not in The 2nd time I called back, I was transferred to Nakeisha and received no answer and left a message for her to call me No call back The third time I called, I left a more detailed message and asked for a call back and received no call back and still no check So, for a customer who is waiting on a refund for work not performed and can't get a check or a call back from a company, it is reasonable at that point to believe that one is being avoided and that the company has no intention of returning the money I then called my credit card company to formally dispute the charge The credit card company told me that if the company doesn't respond with a reasonable explanation, my money would be refunded back to my credit card This process took maybe a week or so During this time I never received a call back from Nakeisha even though by that time I'm sure she listened to my voicemail I had to get my money back through a formal dispute even though B's plumbing knew they did not perform the work for which I prepaid I assume that there was never 'a check in the mail' So, I'm not sure if the apology is just as insincere as the intention to return my money, but I would just suggest in the future to B's plumbing that they handle their affairs with a little bit more integrity You'll attract and maintain more customers with honest practices and conscientious followup As far as I'm concerned this matter can be closed
Regards,
*** ***

July 28, 2015In Reference to: [redacted] Alexandria Va. [redacted]To whom it may concern:This letter is in response to a complaint made by the above customer. We received a work order from the home warranty company that we are contractors for. We went out the same day which...

was 5/29/15 as we were told that this was an emergency. Once at the customer’s house we discovered that the tank was leaking and needed to be replaced. Per the contract we have with the home warranty company we followed there procedures and called all info onto them and ordered new water thru them also. Scheduled the customer for a week out or as soon as new unit was in we would go install. On 6/3/15 customer called into say that she was taking a buy out from the warranty and that she needed a refund of $700.00. She spoke with Jennifer who is not authorized to disperse any funds to customers. On 6/11/15 customer called back and spoke to the office manager and a check was mailed out on 6/13/15. We were under the impression that the customer would receive check and everything would be okay. It wasn’t until 6/23/15 when our bank account was deducted $700 and we found out that it was for [redacted]. I called bank to see if check had been cashed and it hadn’t been. I’m not sure what happened in this case but I would like to send a sincere apology to [redacted] for the mishap. It is always in our best interest to make sure a customer is satisfied. Again I would like to apologize for this unfortunate incident. If there are any questions or concerns we can be reached at  ###-###-#### or [email protected] YoursNakeisha M[redacted]Office Manager