Hometown Handyman

We are very concerned by your review.  We apologize for the continued interruption the marketing calls do to your day.  We have contacted our marketing partner again to have your number removed from the call list.  It normally takes up to two weeks before the number is...

successfully removed from the list.  Please call the Customer Resolution Manager at [redacted] ext. [redacted] directly if you are still receiving calls after two weeks.  We hope to resolve this situation well before then, and we will diligently follow up with our partner.  Warm regards, the My Plumber Heating and Cooling Team

[redacted]First and foremost, My Plumber's goal is complete customer satisfaction and we are saddened when a customer feels we did not meet his/her needs. I would like to address the customer's claim that we behaved in an unethical manner by "grossly over billing" as stated...

in the complaint. In checking our records, the customer was presented with the pricing at 6:22pm along with the scope of the work on November 16th, 2016. The project started on 11/21/16, and took 2 and 1/2 days to complete. On the first day of the project, the customer signed off again at 9:07pm authorizing the additional work to be done. The customer was fully aware of the price of the job, electronically signed the authorization to begin the work and also signed when the work was completed. The customer could have stopped the work at any time during the process and chose not to cancel the work. In addition, the customer requested an explanation of the pricing which was provided in a phone call with the Customer Relations Manager on December 5th, 2016. At this time, it was explained to the customer jobs are priced inclusively by combining parts and labor. My Plumber utilizes this pricing model as a benefit to the customer so that no surprises are presented after the job is completed. My Plumber believes in upfront pricing. The Customer Relations Manager has since mailed the customer a hard copy of the pricing breakdown.

First and foremost, My Plumber Heating and Cooling apologizes for the inconvenience of any unwanted calls. The necessary steps were taken immediately to remove the number, but there can be a lag in time for the block to show up in our call system. It has been confirmed the number has been removed...

from our system and the number is blocked. Tell us why here...

Contacted [redacted] via email requesting his mother's phone number which he provided; apologized for situation. Vender contacted and informed to cease and desist immediately, they complied.

See attached document

From: [redacted] <[redacted]@[redacted].com>Date: Thu, Nov 3, 2016 at 10:04 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Good Morning,Thank you so...

much for your prompt attention to this matter.  I responded to MyPlumber yesterday after submitting my complaint to the Revdex.com and let MyPlumber know that I have submitted the complaint and that the Revdex.com should be following up with them shortly.  They quickly responded by saying they would take $2,000.00 off the amount owed to them.  I am so disappointed that it took filing a Revdex.com complaint for them to agree to our compromise.I would say that my situation is resolved, although, I still think this the Revdex.com needs to look into this company.  We were treated so poorly through the entire process and their Customer Service Representative, Sharon D[redacted], was extremely rude toward us and was not empathetic to what we had to endure through the process that took 3 times the amount of time that they had guaranteed us.  When we spoke to individuals who were actually doing the work at our house, they said that management always gives wrong information and that they end up being the ones that get the brunt of it because they are on site.  The workers also said the salesman, Troy, had given wrong information on numerous occasions and left so many customers unhappy with the lack of communication and timeline.  The workers also said that Troy should have never given a 3 day timeline because it is impossible to do that amount of work in that short timespan.  All we asked for through the entire project was clear communication and expectations.  We were the ones who had to follow up numerous times per day to get any little bit of detail as to what was going on in our home.  As I shared in my complaint, we had 9 points of contact through the whole project and when one POC would get upset with our frustration, they would stop answering the phones and pawn us off on someone else.  We weren't even that frustrated, we just wanted to know what was going on.Anyway, thank you for looking into this, but as I said earlier, our situation seems to be resolved based on their agreement to compromise.Thank you~[redacted]

Revdex.com of Washington DC and
Greater Eastern PennsylvaniaAttn: [redacted]        Trade Practice
ConsultantRef.: Complaint # [redacted] [redacted]
[redacted]
Arlington , VA  [redacted]Dear [redacted]:My Plumber Heating and
Cooling is pleased...

to provide the following response to the rejection of our
response to the referenced above.My Plumber Heating and Cooling
went to [redacted]’s residence on 6-25-2015. We were there to perform a $49
HVAC Inspection. This is a visual inspection. We performed the inspection, and provided
our findings. [redacted] then sought a second opinion, and went with the
findings of the second opinion.My Plumber heating and
Cooling will refund the $49 for the service that we performed. We will not pay
for [redacted]’s decision to use another company when we never physically
touched her system.Sincerely,Michael *. J[redacted]Customer Service ManagerMy Plumber Heating and
Cooling

[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 is satisfactory to me. 
Regards,
[redacted]

Date: Fri, Jun 24, 2016 at 10:28 AMSubject: [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Good morning [redacted],I resolved this on April 28, 2016 by mailing check #[redacted] for $79.50 to customer.Attached is a copy of the voided check that was returned to customerI apologize, but this is the first...

I have gotten anything from Revdex.com concerning this matter.Regards,Harry WCustomer Relations CoordinatorMyPlumber Heating and Cooling

We are very concerned by your review.  Our goal is complete customer satisfaction.  We apologize if we did not exceed your expectations this time.  While we are a flat rate priced company, we do have a process in place for each service call, but it is our policy to not quote pricing over the phone.  There is not a way to be able to anticipate any unforeseen complications.  It is our obligation to point out other issues your home may have to avoid future disasters.    We are saddened you feel we over charged for the services that were completed.  Our technician provided the cost to perform the work prior to proceeding, and the price was accepted.  Warm regards the My Plumber Heating and Cooling Team Date: Tue, Dec 5, 2017 at 12:02 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [email protected] [redacted] complaint rejection, the customer will be contacted today to inform him that a refund for the demanded amount will be processed today, and we will flag his account to not service his address any time in the future.Thank you,Lisa M

September 11, 2015I received your only and final notice concerning [redacted] today.We work by the job/task and not the hour, each job/task has an associated task number and price.Our business model is 50% of each job is for labor and parts, 45% is for overhead and 5% is profit.The two jobs that we charged [redacted] for are:[redacted] Furnish/install new [redacted] White Toilet, which includes disposal of old toilet $776. There is a two year warranty on this work.[redacted] Install new toilet flange in basement bath $716. There is a two year warranty on this work.After refunds customer paid a total of $1492.A copy of this letter is being sent to customer to her email address [redacted].com.This correspondence closes this matter.Please contact me if I may be of further assistance.Harry WResolutions Manager

After listening to the customers issue with pricing, our pricing structure was explained to him.  We do not give pricing over the phone due to the fact the repair work has to be diagnosed and priced for all labor, equipment and/or parts.  We price our service work to complete the...

repair regardless of how much time it takes to get the job done.  The customer is given the total price before any repairs begin.  The customer signed a contract agreeing to the price and authorizing the technician to proceed with the repair.  We do not adjust pricing to match any competitors prices.  The customer had opportunities to refuse My Plumber from doing the repair work and get estimates from other companies and chose not to do so.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: I have asked to be taken off the marketing list at least 5 times now, and all 5 times My Plumber has told me "OK, we will take you off the list."  So far, all 5 times they have told me that, it has been a lie.  Now, they are attempting to resolve my Revdex.com complaint by telling me the same lie again.  Why would I trust them this time?  I will only consider this "resolved" if a couple months goes by without receiving any calls.  Furthermore, My Plumber has attempted to address my complaint by saying they are taking me off their call list, but they have not addressed the other part of my complaint which is that hundreds of other people have the same problem with My Plumber.  My Plumber cannot just assuage a single harassed person.  They need to change their business practices so that they stop harassing all the other people too.It will not be worth my time to file this complaint if I only save myself from further harassment.  If My Plumber agrees to stop harassment generally, then I will consider this complaint worth it.  I have only taken this drastic measure after many months of harassment and MANY attempts to politely, and then not so politely, get My Plumber to stop harassing me.  If they had just stopped harassing me the first time I asked, this complaint would not exist.Regards,
[redacted]

Our goal is complete customer satisfaction. We are saddened you feel harassed and we can assure you that is not how we do business. Our sincerest apologies for any irritation or inconvenience these calls may have caused. Although we strive for perfection, we sometimes miss the mark. We would like to...

assure you that we did note that you asked to be placed on the DO NOT CALL LIST, and although this takes some time to be processed, we are currently doing our due diligence to make sure your request is expedited. Nevertheless, I would like to make note that upon investigation of all recordings of the numbers you provided, you elected not to be transferred to an agent when prompted. Unless a customer speaks with a live agent, we are unaware of your request to be placed on our DO NOT CALL LIST. Once again, we have taken the necessary steps to ensure contact ceases. If you have any further questions or problems, please feel free to contact our Customer Relations Department directly at ###-###-####, e [redacted].

Date: Thu, Feb 2, 2017 at 2:03 PMSubject: [redacted]- [redacted], ALEXANDRIA VATo: [redacted]@myRevdex.com.orgGood Afternoon [redacted]  This is a follow up to our conversation regarding the concerns of [redacted]. I can confirm that all unresolved issues have been addressed and resolved. Please let me know if you need any additional information as I am happy to assist you. Have a pleasant day.  Regards,Sharon D

[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 is satisfactory to me. 
Regards,
[redacted]

[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:Have spoken with several other plumbers that stated that proper protocol wasNot taken by my plumber. It is a professional companies job to understand the details of working in older homes. Room was not sealed properly and dust was spread throughout home. Employee tookComplete blame for this weather you want to admit that or Not. Employees name was terry.We asked you guys to check on a leak in our kitchen that was not there Prior to you guys coming in to snake the area due to Not having obtaining a work permit from fairfax city. We would have never asked you to Come in otherwise, but the city required It because you once again did not follow proper Protocols. Permits are supposed to be pulled prior to and during work, not afterwards because you forgot. We are willing to work with you guys on a total price, but refuse to pay total price for work that was done haphazardly, unprofessionally, and could put my family at long term health risk. Regards,
[redacted]