House Pro, Inc.

Mr***,
First let me apologize for the confusion on your Energy Smart Club annual membership Our records indicate that you enrolled in the Energy Smart Club program on May 5, and were charged $per month each month after On your complaint I saw that you said you never
authorized such a charge but I have attached a PDF copy of a document signed by you, with your credit card number, agreeing to the program However, we realize there may have been some failure on the technicians part to clearly explain the ESC program to you Your complaint also mentions you were a customer of ours since January 3, but we are unable to find any records or charges associated with your home or name before May 6, The original call was scheduled as A/C tune up but when you upgraded to the ESC maintenance you received additional services (evaporator coil cleaning, drain line treatment, etc) not included in the pricing of a regular $A/C tune up Since the amount of these additional services totals several hundred dollars, we typically do not allow customers to cancel ESC memberships before months because it would allow customers to receive several hundred dollars of service for only one $payment of the $ESC membership
However, we do have a record of you calling to discuss canceling but Stuart, the customer service representative, noted on your file that you opted to continue the membership A few weeks later, we have additional records that you called in to request a complete cancellation of the membership and were told the program would be cancelled even though this is against our policy But because our number one goal at HousePro is customer satisfaction and our customer service representative told you that you could be removed from the program we are going to refund $charges to the card on file and send you a refund receipt to the e-mail listed on the complaint Also, you have been removed from any future automated billing systems Once again, we are sorry for the confusion and inconvenience this has caused

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: Wednesday, December 17, 7:PM To: drteam Subject: RE: complaint id #*** Hello, Here is the status of our dispute I have spoken by phone with *** *** of HousePro several times during Dec4-5, 2014, explaining the details of the damage caused by the A/C leak and the insufficient repair done by the contractor sent to our house by HousePro. *** stated that his company thought that the labor charges we paid to our own contractor were excessive, and that HousePro is not willing to provide us total reimbursement for our costs, unless I can substantiate the extent of the damage, and the costs associated with the repairs by our contractor. On Dec15, I emailed *** two sets of digital photos substantiating our claim. I will forward these two emails to you immediately following this email. At this point, I am waiting to hear a response from *** about what level of reimbursement the company is willing to provide Best regards, *** *** C: ***From: *** *** * ***] Sent: Wednesday, December 17, 7:PM To: drteam Subject: FW: Leak damage photos (Complaint #***) Hello Revdex.com, Here is the first of two emails I sent to *** *** of HousePro, regarding our Revdex.com complaint (#***). Best regards,*** *** (W) *** From: *** *** * Sent: Monday, December 15, 2:PM To: '***' Subject: Leak damage photos Hello ***, I apologize for the delay in sending these photos to you. This is the first of two emails, because some of the photos are large files. The attached photos show the damage associated with the A/C leak that occurred in our home in June 2014. The size of the hole in the ceiling was about ft across As these photos show, standing water collected in the attic and seeped behind the crown molding, damaging the drywall in the ceiling, behind the crown molding, and in the foyer wall. The carpet and the stone flooring in the foyer were also damaged when the ceiling material collapsed, so we also had *** *** remove the carpet from the stairs and replace the stone tile in the foyer. These costs were not included in the invoice we sent you. Best regards,*** *** *** *** *** *** *** From: *** *** * ***] Sent: Wednesday, December 17, 7:PM To: drteam Subject: FW: 2nd set of A/C leak photos (Complaint #***) Hello Revdex.com, Here is the second email I sent to *** *** of HousePro regarding our Revdex.com complaint (#***). Please let me know the next step in reaching an agreement with HousePro. Thanks very much! Best regards,*** ***C: ***(W) *** From: *** *** * Sent: Monday, December 15, 2:PM To: '***' Subject: 2nd set of A/C leak photos Hi ***, Here is the second email containing photos related to the damage associated with the A/C leak in June 2014. The first photo shows that our contractor (***) removed a large section of the crown molding, and that the edges of the drywall under the molding were water-damaged. *** removed these sections of drywall, replaced them, textured, and painted them\ new drywall. The second picture shows part of the scaffolding that *** used for the ceiling and crown molding repair. The third photo shows that the contractors sent by HousePro used a different paint from the original paint used on the foyer walls. Note the different numbers at the bottom of each label, showing the different number/color of Base. We had provided the contractor the original can of paint for reference prior to the repair. Please let me know if you need anything else. We are eager to reach a solution that is suitable to both parties. Best regards,*** *** C: ***W: ***
Regards,

This is the e-mail we sent to the customer You’ll see there is a screen shot attached from our payment system reflecting that we refunded him his $per month plus an additional amount of $for the inconvienence totaling $on the day we received the complaint You’ll also see on the original complaint a copy of a signed document where he agrees to be billed at $per month for year But in the interest of offering better customer service we agreed to give him the full refund. Travis W*** Marketing Director *** *** Begin forwarded message: From: Travis W*** *** Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** Date: February 6, at 9:53:AM CST To: *** Mr***, I’d like to apologize for our recurring charges that you did not authorize I had our accounting department refund you the full year price of our annual membership of $on the date we received your Revdex.com complaint I was told by our accounting department that the on and off charge was caused by an error with our payment processor, Accept Pay As for the initial charge, there must have been a failure on our part between the technician and accounting department, so again for that I am very sorry for the inconvenience it has caused you Since your call was run we have implemented new software to prevent issues like yours from happening in the future I have attached a screen shot to show the charge has been disabled and the refund has been issued in our system I’d like to verify that you’ve received the refund amount and that we have resolved this issue for you Travis W*** Marketing Director *** *** Begin forwarded message: From: *** *** To: "'Travis W***'"

We are currently working to resolve this issue At this time her system is heating and cooling and we are attempting to determine what amount is appropriate as a refund/compensation for the problems *** *** has experienced

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.  On my last Revdex.com complaint, I thought we settled the recurring credit card charges for a cancelled $20/month AC membership. Even after I spoke tome multiple times to cancel the membership, and which they did stopped the recurring charges, but then it was on and off inconsistently charging me. Here we go again, even after I replaced my credit card number, somehow they still find a way to get a hold of my new credit card and charging it without authorization. Very sneaky business.Stop the recurring $20/month charge once and for all.
Regards,

From: [redacted] [mailto:[redacted]] Sent: Friday, December 19, 2014 12:55 PM To: [redacted] Cc: drteam Subject: Revdex.com Complaint #[redacted]   Hi [redacted],   I have reviewed the additional photos with the owners of the company and they believe that the original offer of $1200 would be more than fair to cover the scope of work shown in the pictures and reported from our original subcontractor.  The main issue is that after sending our own subcontractor at a cost of $1200 to us, you were dissatisfied with the repairs and had another contractor perform the work.  Since we were never allowed to review the repairs, we never received or approved any estimate or quote from this new subcontractor prior to repairs, and the cost of the new contractor was much higher (with some of the work already completed), we can not approve paying for such a large discrepancy in the cost of the repair.     However, as an apology for the inconvenience of this situation to you and your family we have decided to offer you an additional $300, totaling $1500 in compensation.   If this solution is agreeable, please let me know so that we can have a check issued as soon as possible.    [redacted]

We have spoken to **. [redacted] and by this time he should have received his check for the damages. We believe this issue is resolved.

Mr. [redacted] was charged only $40 ($20 in [redacted], $20 in [redacted]) for the [redacted] monthly membership.  However, we refunded him $60 for his inconvenience.  I have attempted to contract Mr. [redacted] 3 times by phone and 2 times by e-mail but have not been able to connect with...

him to inform him about the refund.
 
Below is a copy of the e-mail(s) sent, to which I have received no response, that contain confirmation of the refund.  I have also attached the document referenced in the e-mail, that shows where someone at the home provided the credit card number to be charged and signed the approval of the work order.
 
 
Mr. [redacted],
 
First I'd like to apologize for the lack of communication from HousePro.  I have tried to contract you yesterday and today by phone but have been unable to reach you.  I have pasted a copy of the refund transaction confirmation below and also attached the original copy of the service ticket below.  We have reversed a $60 transaction (giving you an extra $20 for your inconvenience) and removed you from the future billings.   
 
In regards to your Revdex.com complaint, I would like to clarify that we would never try enroll people in our [redacted] (annual maintenance program) without their consent.  If you look on the service ticket, you will see there was a signed invoice with the $20/month stipulation and the credit card to be billed signed by someone at the home.  You'll also see an item listed as A/C maintenance (referenced as AC-14 on the invoice) that was included in the service call as part of that monthly agreement.  Typically, we require a 6 month commitment for each of the two annual maintenances in the contract as a way to help break up the cost of HVAC maintenances for the home-owner.  Otherwise, someone could receive a $120 air conditioning maintenance during a service call and cancel before the first $20 payment was ever processed.
 
However, I am in no way trying to excuse our failure in communication from the technician or the accounting department and would like to apologize for that again.  Please e-mail or call me if you have any additional issues.
 
 
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Credit Card Transaction Details 
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[redacted]
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[redacted]
 
 
[redacted] DETAILS--TRANSACTION ID #[redacted]
 
 Amount: $60.00
 Payment Date: [redacted]
 Status: Reversed
 Status Detail: Approved
 
_______________________________________________________________________
 
[redacted]CUSTOMER INFORMATION[redacted]
 Customer ID: [redacted]
 Name: Gino [redacted]
 Company: 
 Account #: 
 Email: 
 Phone: 
 
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[redacted]PAYMENT INFORMATION[redacted]
 Payment Type: Credit Card Payment
 Transaction Type: Credit
 Credit Card Type: Visa
 Credit Card #: [redacted]
 Expiration Date: [redacted]
 
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[redacted]BILLING ADDRESS[redacted]
 
 [redacted]  
 [redacted]  [redacted]
 Phone: 
 Email: 
 
 
[redacted]SHIPPING ADDRESS[redacted]
 
 
 [redacted]
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 [redacted]  [redacted]
 Phone: 
 Email: 
 
________________________________________________________________________
 
[redacted]ORDER INFORMATION[redacted]
 Invoice #: 
 PO #: 
 D[redacted]ription:

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is disappointing, however we will accept it in order to avoid filing a lawsuit against HousePro.  In reply to HousePro, we have been disappointed with the way the company handled the leak and its repair from June 2014 until now.  The company was not forthcoming in communicating with us in June and July, would not provide us standard recourse through their insurance company, did not provide us with an initial estimate or the opportunity to obtain our own estimates for the initial repair, did not provide us with the option of selecting our own contractor to do the initial repairs, and after their contractor did a poor job repairing the damage, HousePro refused to answer our email complaint about the contractor's work.  We have never tried to take advantage of HousePro; our only goal has been to restore our foyer ceiling, walls, and crown molding to their original (pre-leak) state.  We think that HousePro has not been concerned with making things right for us, but has been concerned only about denying responsibility for the damage to our home. Because of the way this situation has been handled by HousePro, we have lost confidence in the quality of work conducted by HousePro and their contractors.  On June 2, 2014, just before the leak occurred, we we paid $480.00 to join the HousePro [redacted] annual maintenance program at the [redacted].  Based on the 100% satisfaction guarantee from HousePro, we request a refund of the money we spent on this plan effective immediately, in addition to the $1500 to resolve the damage issue.  If necessary, I can scan the receipt and send it to HousePro.  We have not felt comfortable having HousePro back in our home, have not used this plan after June 2014, and do not plan to do business with HousePro in the future.
Sincerely,[redacted]

We have attempted to reach out to the customer, [redacted], through phone and e-mail and are awaiting her response.

[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.]
Better...

Business Bureau:
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.