Charlie Cusack Ford, Inc.

Revdex.com:
This letter is to
inform you that John Moore Services has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/22/and assigned ID ***
Sent: Wednesday, November 18, 2:PM Subject: RE: You have a New Message from Revdex.com Regarding Complaint #*** Thank you for all your assistanceThe issue with John Moore has now been resolvedRegards, *** ***
*** *** Shepherding Contracts from Cradle to Grave, Exceeding Customer Expectations
Regards,

Mr**, Per your request, we are canceling your contract and issuing a 100% refundWe apologize for this inconvenience and are researching this issue to determine what caused this problemThank you, Tom ***Customer Care Manager

Mr ***, This refund has been processedPlease advise if you have still not received it. Thank you, Tom ***

Mr***,
We have received your complaintThank you for bringing your concerns to our attentionWe apologize that you do not feel satisfied with the results of your drain clean in OctoberWe would like to address you concerns in regards to the warranty on a drain clean serviceJohn Moore
Services absolutely offers warranties on all repairs and replacement servicesTypically, we offer a 1-year warranty on all repairs and replacement services typically carry a longer than 1-yeear warrantyHowever, by its very nature a drain clean is not a "repair"Cleaning a drain today regardless of how well done)cannot prevent something being put in the drain the following day that creates a new blockageIn this particular situation after clearing your drain in October, the drain worked properly for daysThis would certainly indicate that the stoppage present during our October visit was successfully cleared and the problem experienced in November was a new blockage
On the previous visits to your home, we did come out and provide an estimate for freeIn each of these situations, you chose to accept the technician's estimate and have the work performedHad you chose not to accept the technician's estimate, the total amount owed by you would have been $The price of our services does not change whether or not a trip fee is charged
Although we do not offer a warranty on drain clean services, we will be willing to assist you in this current matter in order to help bring your concerns to resolutionHowever, the return appointment that we had with you was canceled as we were advised that you had already had another company come out to look at the problemIf you still need assistance with this matter please let us know and we will arrange an appointment with you
Thank you,
Tom Cartledge
Customer Care Manager

While I am still unhappy with the overall process and drama of this interaction, I am deciding to stop the claim process as I do not see any resolution in the near future.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I will accept the additional $and will close the case once I receive it, this has been a terrible experience with John MooreI am not happy with the outcome but need this to be settled as my time is more preciousOnce I receive the additional $I will close the case
Regards,

[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 would be satisfactory to me
I would also like to thank MrC*** for his time and assistance with this matter His professionalism and prompt correspondence is very much appreciated
Regards,*** ** ***

Mrs***, We will have our Master License holder visit your home to make sure that we determine the best possible solution to this issueWe will contact you to schedule this visitThank you, Tom ***

Mr***, We have received your complaintPlease accept our apology for the inconvenience this has causedAaron ***, our HVAC Manager, is able to visit with you at your home tomorrowHe will look through the system again to determine the nature of the issueCertainly, if we installed
anything incorrectly it will be fixed free of charge! Once that evaluation is complete, we will work with you to determine the best path forward to correct your issuesAdditionally, we will address your concerns with our technician Humphrey as wellWe feel quite certain that we can resolve this problem quicklyIf there is anything else that we can do for you, please let us know Thank you, Tom CartledgeCustomer Care Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
The solution offered by John Moore is the same one that they previously offered, to install an additional ceiling vent in my bedroom,which would cost me an additional 1400. This was never discussed with me until AFTER I started complaining. As for leaving my bedroom open at night, that is not an option . I live alone and I feel secure in locking my door at night. My old AC had one ceiling vent in my bedroom for years and I had no complaints with the room temperature. I also reject their other solutions by bending the ceiling fins in the opposite direction, having floor fans in my room, etcJohn Moore needs to make me satisfied with my purchase I am not

Revdex.com:
As of Friday July 22nd, I have not received any refundsI
expect full refund as the company has used decisive tactics to sell the product that is overpriced and did not resolve my problemI have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint They have promised in the past that they would refund in business days and that did not happen, and as of today 10:15AM US Central time they have not refunded any money back
Regards,***

Mrs*** is currently working with Ann G*** in our office on a resolution to this issue
Thank you,
Tom C***

Mrs Williams, After investigating your complaint we gave agreed to refund the full amountWe appreciate you bringing this matter to our attentionYou should expect to receive this refund do in the next 7-business days. Thank you, Tom C***Customer Care Manager

Mr***, We have received your complaintPlease accept our apology that you are not happy with the completion of this matterHowever, we do have a different view of these mattersWe do have a signed document and it is attached.We have been dealing with your daughter on the final payment of
this account for several weeksThis is the first time that it has been mentioned that there is any damage or that the workmanship was fualty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Sent: Friday, September 30, 8:AM Subject: *** *** #*** Please be advised that the problem of barely any A/C getting into my bedroom has not been resolved. MrAl *** was at my home on 9/27/and worked in the attic . When finished he told me that if the bedroom temp was still not right, to call him back and he would return to make adjustments. Well I spent several days trying to reach him but was unable to do so. I finally reached him yesterday (9/29/16) and he said he would come over today to make adjustments. Until the A/C problem is corrected I do not consider this situation resolved. I have heart failure and use machines to help me breathe at night,the temp in the room is hot and heavy making breathing difficultThis case is still unresolved. Thank you, *** ***

Mr***,
We have investigated your concerns and found the following: The break in the conduit appears to have been caused by a shift in the ground / foundationThese types of problems are neither a failure of the installation or the equipment itselfRather, this would be considered an Act of
God failureSuch failures are not covered under warranty
However, we highly value you as our customer and have agreed to correct this problem at no cost to youWe would ask that you understand that further problems would need to be handled per the warranty coverageSpecifically, any issues caused by either an equipment or installation failure will be coveredProblems caused by acts of God would not
Thank you,
Tom C***
Director of Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]They need to check their records, please MrH*** did not know anything about the coil, until we mentioned to him, thinking that was what he was here for We were told, and have it in writing there is a link, they just could not find it At this time, we only want our refund from the Freon, and the maintenance contract. We have a year warranty on the air condition and coil, and like mentioned to the customer service rep " We just don't trust John Moore anymore"We have spend Thousands of dollars, not charged, paid in cash, and never thought we would have to go through this with them. We wish we could transfer our contact to someone, which I know we can't
Regards,
*** * *** *** ***

Ms***, Please accept my apology for not being clear enoughThe codes that your insurance company is asking us for are not codes that are related to billingWe have given them all of the information they need to determine what was billed, how it was billed and which portions of it were parts and which portions of it were laborCurrently, your insurance company is asking us to provide the State of Texas Plumbing codes that define whether or not we needed to pull a permit for the repair or get an engineer's letter for the tunnelThis is not a requestWe have never had an insurance company request this information and it isn't the type of information that we have handy and readily available(This would be like your health insurance asking your doctor to provide them documentation from his medical books as to why he treated a specific illness in a specific wayYes, he could provide the documentation, but it would take hours and hours of digging through books to find the particular passage in which this particular issue was covered.) Yes, we could provide this information, but it would take hours and hours of research in order to find the particular section of codeWe have been trying to contact your insurance agent to discuss this with her but she has not returned our callsI would advise your insurance agent that if she would like us to spend hours and hours of research to prove that we followed proper Plumbing Codes, (she already knows this is true), then she needs to compensate us for spending the time doing this unneeded and frivolous researchThe fact of the matter is that if she really wanted to resolve this matter she could have resolved it weeks ago with a simple 5-minute call to the city in which you reside and ask them if we were required to pull a permit and schedule an inspection and get an engineer's letterShe would have found out that 1) Yes we needed to pull a permit for this type of job2) Yes we are required to pull an engineer's letter any time we are tunneling under the foundation of a home3) Yes, we passed inspection 4) Had we not received an engineer's letter, the city would have failed us on the inspection. If she truly feels that we are making up Plumbing Codes simply to charge you or them more money she should file a complaint with the State Board of Plumbing Examiners.Ms***, I realize you are upset and extremely frustrated and I am truly sorry about this delayHowever, we have provided tons more information on this very simple claim than we have ever had any insurance company request and their requests seem to be never-endingIt would appear from our viewpoint that they are trying to make us the bad guy because they haven't got your claim moving yet. Please feel free to call me directly and I will do anything in my power to help youThank you, Tom ***Customer Care Manager713-384-

Mr***, The additional refund was processed on 9/07/Attached is our receipt of this transactionIf you ***ng institution has not posted this transaction, you may want to contact them to find out why Thank you,Tom ***

[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 would be satisfactory to me