Charlie Cusack Ford, Inc.

Mrs. [redacted], Thank you for bringing this matter to our attention. Certainly, it should not have been a struggle for you to receive this information. I have sent an email to you with the following documents:1) Finance Documents2) Invoice3) Itemized invoice4) Receipt of down payment5) Proof of...

Warranty RegistrationIf there is anything else that you need, please let us know. Thank you, Tom [redacted]Customer Care Manager

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.  
As of Aug 4th, I did not get any refunds, I have checked my bank credit card, an no refunds were made. I also checked my mail box in case of refund in the check via mail and again nothing has been sent to me yet. This has been going on for more than 2 weeks since the company promised to refund via Revdex.com, initially the promise was much earlier. I demand full refund ASAP. 
Regards,

Mr. [redacted],
We have received your concern. Please accept our apology that we were not appropriately responsive to your requests.
At the time that H[redacted] visited your home, we had not placed an order for your coil as we had not found a leak on the coil during our original visit. In order to...

replace a coil under warranty, we must be able to show that it is in fact leaking. Regardless, we certainly should have communicated more clearly with you and made the proper arrangements to find the leak and start the process of replacing the coil if that was found to be the source of the leak.
At this point, you have requested that we refund the charge for the refrigerant and the maintenance plan which we have agreed to do.
If there is anything else that you need, please let us know.
Thank you,
Tom C[redacted] Customer Care Manager

Mr. [redacted], We will process the additional amount in order to resolve this matter. To be clear, this is an additional refund of $160.Thank you,Tom [redacted]

Mr. [redacted], We apologize for the delay in processing your refund. We are now issuing it. You should expect to receive it in 7 to 10 business days.  Thank you, Tom [redacted]Customer Care Manager

Mr.  L[redacted],  Please accept our apology for the delay on your refund. This was issued on 11/05/15. If there is anything else that we can do for you, please let us know. Thank you, Tom C[redacted]Customer Care Manager

Mr. [redacted],Thank you for bringing this matter to our attention. We greatly appreciate your continued business with John Moore, LP and we are pleased that we were able to find a resolution to your concerns. We hope that we have shown through our resolution our commitment to our customer's satisfaction...

and trust. If there is anything else that we can do for you, please let us know. Thank you, Tom [redacted]Customer Care Manager

Revdex.com:
I received the contact info from the business.  Thank you for obtaining this information.  I will reach out to the business and see if this matter can mutually be resolved.  I will follow up with the Revdex.com to update I regarding my dealings with the business. Regards,[redacted]

Mr. [redacted], We are currently working with you to bring this matter to resolution. Thank you, Tom C[redacted] Customer Care Manager

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.  
There was never a time limit on the agreement we negotiated and I would never drop a complaint until AFTER all the work was done satisfactorily, AND until my Mother has a letter in hand that she has paid in full. My Mom was very concerned about other elderly people being taken advantage of by your company just as she has been.  She therefore wanted to wait on the complaint to FPD because the detective felt it met the criteria for a fraud and elder abuse, or would never have sent it on to the [redacted]. **'s always look at the odds of successfully prosecuting a case and my Father's nearness to death didn't help that confidence, I feel sure. You agreed on the phone that it was wrong for John S[redacted] to tell my Dad he couldn't stop the work because there was a signed contract, when there was not. My parents wouldn't have incurred any charges except for a bit of digging had he stopped the job as my Father asked him to do. I do wish I had known all this was going on, because I'd have stopped it long before the work was done. However, it was allowed based on a lie by your employee.Ann G[redacted] said she would call me back after speaking to you and has not. I can easily go to the Houston news media if the pending complaints are not enough motivation for you to act with the integrity needed to stand behind your agreement. I told you I would let you know our answer and I did via email and asked for a response in writing. Rather, you attempted a call when I was not available and left no message. Had you acted upon the agreement and sent the crew to fix the problem, the other two complaints could have been dropped by now. However, the other two may go on long enough for the Board to take action, since your Master plumber has responded and I have responded to his response. I suggest you get [redacted] to my Mom's house soon and provide a letter that she owes nothing else.
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.  
Sent: Friday, September 16, 2016 10:34 AMSubject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] Hi, I responded but somehow it did not go through the system. I would accept the offer ($300) but I have not yet received it. Thanks,Reza [redacted]

Mr. [redacted],
Thank you for bringing this matter to our attention. Please accept our sincere apology that you were not pleased with your experience. We have investigated your concerns.
First, we would again like to extend our apology that our technician did not leave your home when he was first...

asked to do so. Certainly, we should leave any customer's home without delay when requested. We have addressed this issue with our technician.
However, it is completely appropriate for our technicians to investigate the plumbing fixtures in a home when making a repair. Failing to fully investigate the plumbing in a home before starting a repair could very easily lead to other problems. (If we had done just the repair that you requested without investigating the surrounding fixtures and you began having other problems shortly thereafter, I am sure you would have felt that our plumber made an improper diagnosis by failing to fully investigate the situation.) While checking the pipes to which the flex line you wanted replaced was connected, our plumber found other serious problems of which he made you aware.
We would be willing to replace the flex line at no charge if you are willing to address the other items that we feel are necessary in order to successfully make this repair and address the safety problems we found. However, if you are not willing to address these other issues, we cannot address the flex line issue for free or for full price.
Thank you,
Tom [redacted]
Customer Care Manager

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.

Mrs. [redacted] Please accept our sincere apology for any confusion surrounding the booking of your appointment. For any appointment in which a trip fee is required, we do process the payment at the time the appointment is created.  (For your security, we do not store your credit card...

information.) The refund for the trip fee was processed several weeks ago. If you have not received it or if there is anything else that we can dof for you, please let us know.  Thank you, Tom [redacted]Customer Care Manager

Mr. [redacted]We have received your complaint. We apologize for the issues you encountered when your system was installed. We have worked closely with you to ensure that each of your concerns was/will be resolved. We understand that there are a couple of open items left that we remain committed to...

resolving.  Thank you, Tom C[redacted]Customer Care Manager

Mr. [redacted], Please forgive us for any confusion. You had stated you would consider this matter resolved with a total refund of $300 which we have now provided. Please find attached the two separate refunds that combine to equal $300. We hope that you will find this resolution satisfactory.  Thank you,Tom [redacted]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted].  The company has offered to open the lines of communication and look forward to discussing the matter with the company.  Can you please ask the company if it can provide the direct phone number and e-mail address for Mr. Tom C[redacted], Customer Care Manager. 
Regards,
[redacted]

Mrs. [redacted] Thank you for bringing that point up. All customers should be informed prior to giving their credit card information that the trip fee is going to be taken immediately. This is not a change in policy but rather it has always been our policy. The fact that this was not properly explained to you when your appointment was booked was a failure by our customer service representative to follow proper procedures. Having not been properly informed of this, we absolutely understand your concern and are very sorry for this error.Please let us know if there is anything else we could do to help you or make up for our error. Thank you,Tom [redacted]

Mr. [redacted],
We have received your complaint. Please accept our apology for the inconveniences that you have experienced. As you are aware, we are working closely with you to resolve all of your concerns.
Thank you,
Tom C[redacted]
Customer Care Manager

Mrs. [redacted], We have received your concern. Please accept our sincere apology that you were unhappy with our suggestions. Our inspection of the AC unit that we installed determined that the new AC unit is working properly. In order to increase the air flow into the bedroom we would typically...

install an additional vent. This was the estimate that was provided to you. Another possible solution would be to leave the bedroom door open in order to increase the air flow. As neither of those solutions was acceptable, we will attempt to determine another solution.  Thank you, Tom [redacted]Customer Care Manager