Mr***, We are happy to return and resolve any remaining issues at your leisurePlease let us know what else we can do for youThank 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 find that this resolution would be satisfactory to me
Mr [redacted] , Thank you for bringing this matter to our attentionPlease accept our sincere apology that you were not pleased with your experienceWe 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 soCertainly, we should leave any customer's home without delay when requestedWe 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 repairFailing 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 foundHowever, 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
Mrs. [redacted] , We have received your complaint. The refund request for your check was received by and proessed by our Customer Care Department on 8/18/2015. Please accept out sincere apology that they had not yet been in touch with you to advise you that this was handled. In regards to the incorrect... amount being entered, it appears that this was a clerical error when our technician entered yor payment. We have also submitted your concerns with the diagnosis to the manager of our Electrical department for review. He will investigate this scenario and take any needed actions to correct this with the technician who visited your home. Thank you,Tom [redacted] Customer Care Manager
Mrs*** Thank you for bringing that point upAll customers should be informed prior to giving their credit card information that the trip fee is going to be taken immediatelyThis is not a change in policy but rather it has always been our policyThe 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 proceduresHaving 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 errorThank you,Tom [redacted]
[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 [redacted] , and find that this resolution would be satisfactory to me
Mr [redacted] , Please accept our apologies for the problems you have encounteredFirst, for the late arrival of our installation crew and secondly for the water leak and subsequent damage to your homeWe are committed to standing behind the work we have performedAt this point, we have completed the drying out process and will continue to work with you to correct this damagePlease let us know if there is anything additional that we can do for you.Thank you, Tom [redacted] Customer Care Manager
[redacted] After investigating your concerns, we have agreed to refund approximately $We apologize for any inconvenience this may have caused and hope that you find this resolution satisfactory Thank you, Tom C [redacted] Customer Care Manager
Mr***, We apologize for the delay in processing your refundWe are now issuing itYou should expect to receive it in to business days Thank you, Tom [redacted] Customer Care Manager
[redacted] ,We apologize about the problem with the paymentAt this point, we have been able to resolve this accountWe greatly appreciate your business and your willingness to resolve this matter.If there is anything else we can do for you, please let us know.Thank you,Tom C [redacted] Customer Care Manager
Mrs [redacted] ,Please accept our apology that this situation has not yet been resolvedAt this point, we have provided the details requested as to the pricing of the job.if your insurance company needs any additional information, I have given them my direct contact informationthank you,Tom [redacted] Customer Care Manager
Mr [redacted] We have received your complaintWe apologize for the issues you encountered when your system was installedWe have worked closely with you to ensure that each of your concerns was/will be resolvedWe understand that there are a couple of open items left that we remain committed to resolving Thank you, Tom C [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 businessRegards, [redacted]
Mrs ***, I have confirmed with our accounting department that this refund has been issuedIf you have not received this refund in the next to business days please let us knowThank you, Tom C [redacted]
Mrs [redacted] Please accept our sincere apology for any confusion surrounding the booking of your appointmentFor 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 agoIf 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
From: Tom Cartledge [mailto:[email protected]] Sent: Tuesday, December 15, 3:PMSubject: Complaint: [redacted] Importance: High Mr [redacted] , We have been unable to reach you to determine what additional actions we could take to resolve your concernsHowever, we would very much like to find a solutionPlease let us know how and when we could reach you to determine a viable solution Thank you, Tom Cartledge Customer Care Manager
Mr [redacted] , Thank you for bringing this to our attention We will be happy to work with you to resolve this issuePlease accept our sincere apology for the miscommunication about this matterThank 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 I can accept $not $The whole thing was based on scam, we were told that this will not be covered through home warrantyWe were over charged and were given informationI do expect $to compensate for the wrong information and unnecessary charges that we encountered Regards,
Mr***, We are happy to return and resolve any remaining issues at your leisurePlease let us know what else we can do for youThank 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 find that this resolution would be satisfactory to me
Mr [redacted] , Thank you for bringing this matter to our attentionPlease accept our sincere apology that you were not pleased with your experienceWe 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 soCertainly, we should leave any customer's home without delay when requestedWe 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 repairFailing 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 foundHowever, 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
Mrs. [redacted] , We have received your complaint. The refund request for your check was received by and proessed by our Customer Care Department on 8/18/2015. Please accept out sincere apology that they had not yet been in touch with you to advise you that this was handled. In regards to the incorrect... amount being entered, it appears that this was a clerical error when our technician entered yor payment. We have also submitted your concerns with the diagnosis to the manager of our Electrical department for review. He will investigate this scenario and take any needed actions to correct this with the technician who visited your home. Thank you,Tom [redacted] Customer Care Manager
Mr***, We are currently working with you to bring this matter to resolutionThank you, Tom C [redacted] Customer Care Manager
Mr***, We have resubmitted this refundIt should have been received at this pointThank you, Tom [redacted]
Mrs*** Thank you for bringing that point upAll customers should be informed prior to giving their credit card information that the trip fee is going to be taken immediatelyThis is not a change in policy but rather it has always been our policyThe 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 proceduresHaving 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 errorThank you,Tom [redacted]
[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 [redacted] , and find that this resolution would be satisfactory to me
Mr [redacted] , Please accept our apologies for the problems you have encounteredFirst, for the late arrival of our installation crew and secondly for the water leak and subsequent damage to your homeWe are committed to standing behind the work we have performedAt this point, we have completed the drying out process and will continue to work with you to correct this damagePlease let us know if there is anything additional that we can do for you.Thank you, Tom [redacted] Customer Care Manager
[redacted] After investigating your concerns, we have agreed to refund approximately $We apologize for any inconvenience this may have caused and hope that you find this resolution satisfactory Thank you, Tom C [redacted] Customer Care Manager
Mr***, We apologize for the delay in processing your refundWe are now issuing itYou should expect to receive it in to business days Thank you, Tom [redacted] Customer Care Manager
[redacted] ,We apologize about the problem with the paymentAt this point, we have been able to resolve this accountWe greatly appreciate your business and your willingness to resolve this matter.If there is anything else we can do for you, please let us know.Thank you,Tom C [redacted] Customer Care Manager
Mrs [redacted] ,Please accept our apology that this situation has not yet been resolvedAt this point, we have provided the details requested as to the pricing of the job.if your insurance company needs any additional information, I have given them my direct contact informationthank you,Tom [redacted] Customer Care Manager
Mr [redacted] We have received your complaintWe apologize for the issues you encountered when your system was installedWe have worked closely with you to ensure that each of your concerns was/will be resolvedWe understand that there are a couple of open items left that we remain committed to resolving Thank you, Tom C [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 businessRegards, [redacted]
Mrs ***, I have confirmed with our accounting department that this refund has been issuedIf you have not received this refund in the next to business days please let us knowThank you, Tom C [redacted]
Mrs [redacted] Please accept our sincere apology for any confusion surrounding the booking of your appointmentFor 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 agoIf 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
From: Tom Cartledge [mailto:[email protected]] Sent: Tuesday, December 15, 3:PMSubject: Complaint: [redacted] Importance: High Mr [redacted] , We have been unable to reach you to determine what additional actions we could take to resolve your concernsHowever, we would very much like to find a solutionPlease let us know how and when we could reach you to determine a viable solution Thank you, Tom Cartledge Customer Care Manager
Mr [redacted] , Thank you for bringing this to our attention We will be happy to work with you to resolve this issuePlease accept our sincere apology for the miscommunication about this matterThank 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 I can accept $not $The whole thing was based on scam, we were told that this will not be covered through home warrantyWe were over charged and were given informationI do expect $to compensate for the wrong information and unnecessary charges that we encountered Regards,