H&R Block

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 For your reference, details of the offer I reviewed appear below Please see attached documentsThe repairs that have to be done due to this incident are already in excess of $Additionally, the HVAC bill from another company clearly indicates that the air intake is being pulled from the cellar only which will cause dirt and debris to be pulled into the combustion compartment, which indicates how poorly the installed the unit isI offered to pay what the company is out in materials, for the job, but I never rec'd prices on what MrBranch's company paid for the units and materialsAlso, now that it has become cold enough to use the furnace, one room stays a good degrees or more warmer than the rest of the roomsThe A/C air handler and condensation pump and line were NOT removed at allI had to also have that done myselfThe company is indicating there was a prior electrical problem prior to them cutting the lineThat is simply not trueThe electrical issues began when they cut the line, not before Regards, [redacted]

During Mr [redacted] visit, we took care of his oil change and in no way altered or tampered with his gear shift assemblyHis specific vehicle has a known problem with the gear shift mechanism breaking due to plastics used by the manufacturerMr [redacted] vehicle left our shop functioning properly, however when he went through the carwash, the gearshift assembly broke due to the vehicle being shifted into reverse and park in order to position the vehicle on the switch pad that starts the wash [redacted] ***, the General Manager of our facility was able to get the vehicle out of the carwash and proceeded to explain what happened and gave Mr [redacted] an estimate to replace the broken partThis was a dealer itemMr [redacted] was not happy with the price because he believed that we should have been held responsible to cover the repairGiven the situation, we were clearly not responsible, however we are here to help our customers in the best way we can that is fair so we offered for him to go to the dealer and buy the part himself which would save him the markup we have to charge on the part [redacted] also discounted the labor to install the partWe believe this was a fair solution for all parties Mr [redacted] paid for the labor to install after buying his own partTo date (6/20/2015), this matter has been resolved [redacted]

In response to the customer complaint by Homeowner, [redacted] St.:We were called out to replace the existing heat and air system There was not a request for a written quote but we did provide her with an oral ball park figure of $5000-$During the installation the Technician did cut the PVC pipe on Thursday morning, it was assumed to be a condensate drain and the homeowner agreed because the PVC pipe came out with the lineset on the side of the house The line that was cut was also not in an approved electrical conduit so it was easily mistakenThe technician did temporarily repair the line but it was necessary to find out which breaker it belonged to, and since none of the breakers were marked in the box, he did have to open the door to find the right breaker to turn off power to make the repair, so They used walkie-talkies while doing that so there was not running back and forthThe Meter box was never touched by [redacted] Friday morning when [redacted] got there the tenant told him that he was having trouble with his electric/TV, but he had also told him that this had happened before , so that’s when [redacted] checked the voltage into the breaker box and it was only volts, He called [redacted] and he suggested they call [redacted] to have it checked outThe homeowner dialed the number from her phone and handed it to [redacted] [redacted] called her about 5pm to check to see if [redacted] had been there yet and she replied “No” and was very upset, so he drove to her house on a Fridayevening to see if there was anything he could do to ease her mind a littleHe checked the voltage on the breaker box again, which only had volts coming from meter into to itHe noticed the tamper clip on the Meter box was missing and pointed it out the homeowner, she said she knew the clip was off, it was laying on the top of the breaker box(Which leads me to believe she knew of a previous problem, especially since the tenant has told [redacted] that morning that the problems had happened before) He said he would check the voltage coming into the meter against his better judgement All that was done to the meter box was to open the cover and check the voltage at the top and bottom, which had volts at the top and bottomThe homeowner was with him the entire timeThe meter was NEVER removed [redacted] did notice a burnt connection in the lower part of the meter box and showed it to her Then told her to turn off any electric that she could get by without until [redacted] got there He never would have left if he felt it would be a dangerous situationRegarding the loss of freezer food, the following is from the website Foodsafety.gov: A full freezer willkeep the temperature for approximately hours (hours if it is half full) if the door remains closed.The meter was not removed until around 8pm and was restored by the next working day, less than hoursWe tried multiple times to help her to no avail:-We offered to supply a generator if electricity was not back on -She was not charged for the full amount, it states on her invoice that had about hours left to finishwhich was not included on thereAnd we tried to contact her multiple times via phone and text with noreturn callsThe items that needed to be finished was Securing on return duct, starting up units to checkoperation, rehanging one supply pipe and sealing a hole in chimney were old furnace was exhausting –Told her we would pay for a licensed electrician to repair the cut line properly.-Also, told her we would take responsibility for the meter box if there was a phone meeting arrangedwith me and her, on speaker, with the electrician that was there, that if cutting a wire going to thegarage caused a loose wire in the meter box.(this is all stated on the invoice she requested us to send, a copy is attached)Desired outcome: -Less amount paid to properly repair only the wire we cut (Invoice will have to be attached)-Less amount of permit fee that I was able to cancel, of $105.00-Phone conservation with electrician and me present with homeowner to see if we are responsible for loose/burnt wire in the meter box.*Attached is a copy of the invoice and letter we sent to the homeowner

As you already know, Dr [redacted] submitted the above-referenced complaint with the Revdex.com on September 8, regarding her rental of a self-storage unit at the Price Self Storage facility located at [redacted] (the “Facility”)We have received and reviewed your correspondence, dated August 16, 2016, detailing supplemental information provided by Dr [redacted] as to her complaint.To clarify, Price Self Storage (“PSS”) does not provide or sell insuranceTypically, self-storage agreements require occupants to assume all risk of loss or damage to their stored propertyIdeally, occupants will insure themselves against any such loss or damage.In PSS’s experience however, occupants rarely obtain insurance coverageAs a result, when property gets damaged due to some unforeseeable circumstance, occupants often look to the storage facility for remediesWhile storage agreements are usually explicitly clear that the occupant, and not the facility, is responsible for damage, the entire process can nonetheless result in an unhappy customer.To avoid this situation, PSS implemented a protection plan whereby PSS agrees to be responsible for certain, common causes that may result in property damage or loss (for example, theft, vandalism, etc.)In exchange for this assumption of responsibility, PSS charges a slightly higher rental rateAgain, this is merely an agreement between PSS and its occupantsThe occupant is not provided a separate insurance policy.The flood that occurred at the Facility and affected Dr [redacted] ’s property was an exceedingly rare occurrence, and not one of the risks that PSS agreed to assume per its written agreement with Dr [redacted] Again, the PSS protection plan only covers certain common and specific circumstancesPSS is not responsible for the loss in this instance.PSS has provided Dr [redacted] with correspondence explaining the parties’ respective obligations, with reference to specific provisions in her storage agreementAttached to this letter is a copy for your reference, which we hope provides some additional explanation.While we regret that Dr [redacted] ’s property was damaged, PSS cannot assume any and all risk of loss for its occupants’ propertyDoing so would be antithetical to the entire concept of “self-storage,” whereby facilities exercise neither custody nor control over stored property.We hope that this additional information resolves this complaintOf course, if you have any questions or concerns, please do not hesitate to contact me[redacted] VP of Finance & Operations

I do apologize that there seems to have been a miscommunication that should not have occurredThe situation you described is inconsistent with our mission to provide excellent customer serviceOur policy is to communicate in person and via phone, not necessarily through emailDespite the unfortunate miscommunication that has occurred, I can assure you that I personally have been in contact with our regional manager on 10/6/16, and I assure you that your storage unit was not auctionedWe have been trying to reach you to let you know and to offer you a resolution which involves you vacating your belongings from the unitOur regional manager has been trying to reach you via phone and emailOur calls have gone unansweredI urge you to contact us immediately as we have been trying to call and email to the phone number and email that we have on fileThis situation can be resolved if you would please return our communicationsThank you

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 For your reference, details of the offer I reviewed appear below Problem: A piece of my furniture was damaged in a flood on my storage unit floor secondary to a customer accidentally breaking a fire sprinkler while movingThis company denied to reimburse the damages, despite maintaining (required) monthly insurance which covers flood and fireThe management claimed that they are not responsible for floods that occur at fault of another customerWhen I highlighted my concern about the required insurance (which cost me $a year) and that the insurance seemed unnecessary and unhelpful as a consequence of this situation, the manager, [redacted] , responded, "basically."Desired Outcome: Reimbursement of damaged furniture: $ Regards, [redacted]

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 I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Regarding this complaint, I have talked to both employees that spoke to herThe customer called complaining about not getting any water to the washer in her basement, and the office scheduler tried to walk her through checking the shut off valves to make sure they were on and the customer said she could not budge the handles, so we sent a technician out to check it out for herWhen he arrived, she did not answer the door but then found out that she left the basement door unlocked for us This all happened when the cold spell hit so the first thing he noticed was the broken window pane in the door He checked the pipes and found they were frozen and then the customer came downstairs The plumber was saying “well, the first thing that needs to be done is the window repaired to keep the pipes from freezing” and he said the customer then left mad upstairs and never came back downHe stayed there for a while and he never saw her again He even waited in the driveway for about minutes He knew that if he thawed the pipes they would just freeze again She had even told us she had another plumber in there the week before and he said he could find nothing wrong with it, but she still didn’t have any water to the washerI’m not sure where the $came from because we have a $first hour charge for the 1st hour, regardless of how long we are there (Which is the only price we would have quoted), We did leave without doing any work and I will be happy to void her bill Sincerely, [redacted] WmBranch & Son, Inc Hugh Avenue Louisville, KY ###-###-####

Dear ***, I want to apologize for the delay in refunding the $I have just spoken with the regional manager and we are issuing a check for you today 12/1/The check will mail out todayI am sorry that this did not get expedited back in October, as was our intentPlease feel free to email me directly at [email protected] should you not receive a check within the next few daysSincerely, [redacted] Marketing Manager

Dear ***, My name is ***, and you may have received a communication from me on 10/11/I am the marketing manager for Price Self Storage and I have been looking into your situation on behalf of managementI apologize for any confusion regarding your storage unit rentalAs stated previously through another review portal, it is never our intention to cause confusion or to miscommunicate to our customersWe follow a standard industry practice of approximating unit sizes to provide a means of comparison with other operators in the marketThis is described in Paragraph of your lease agreementWe do regret that the 10xunits you were shown were not able to accommodate your vehicleI also need to correct for the record that your current rental is at [redacted] in Los Angeles, and not at our other facility located at [redacted] ***where you state you previously rented with usI have been in communication with the staff at La Brea and understand that they showed you a few more units that still did not work for the carAt the time you were shown a 10xunit and agreed to rent the larger spaceDuring the course of renting the larger unit, it was conveyed to you that the 10xunit did not come with the same introductory promotional rate as the original 10xWe do restrict promotions when we are low on inventory, which must have been the case with the 10xThe promotions are automated and not controlled by the staff at the facilityAs I understand, this was upsetting to you, so I want to be clear, we have gone outside of our policy and granted you the promotional rateYour account was adjusted on 10/11/to receive the 50% off the rental rate for the second month (the promotion that was on the 10xbut not the 10x20.) The amount that will be due on 10/is for rent and protection plan is $ I also confirmed that you were charged $($rent, $protection plan fee and $administration fee.) Because we would like to reach a resolution that is acceptable to you, I have authorized a refund of $for the administration feeThis brings the total charges for your first month to be $which is in alignment with your stated desired settlementIn addition to that, the regional manager has changed the rate beginning in the third month to $(rent of $plus $protection plan.) So you’ll get the 10xprice (web rate) for your 10xunit going forwardPlease be aware that original rental rates are not guaranteed for the life of the rentalWe typically adjust rates at month fiveYou’ll receive days’ notice prior to any change to your rateAgain, I apologize for any miscommunication that you received regarding delinquency or regarding any of our fees, policies, or procedures

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 For your reference, details of the offer I reviewed appear below I complained once..I even had the marketing manager contact them..with surpriseno responseThey have emailed me but they are trying to charge damn near $how did it even get up to that insane amountI just want my stuff and my children's stuff backThey keep threatening to auction it regardless of me asking for payment plans and or to vacate same dayI am very worried about my things and I'm not sure what to do at this pointPlease help.I am not satisfied because I have communicated via email numerous times and gave proof of them going unanswered, your " regional manager didn't even try and work with me as I begged for a lower payment or payment plan and was told I couldn'tdo that after that thereWas no communication.." Regards, [redacted] ***

Te In response: We have credited the homeowners invoice for the repair of the wire by a certified electrician, the permit of $and an additional amount totaling $1639, bringing invoice total to $As I have said many times, I will pay for the electrical repair of $if a call can be placed to a certified electrician; [redacted] Electric did the work and is familiar with the situation, with me and the homeowner together to see if cutting the wire can cause the burnt wire in a meter box.As to the air intake in the cellar, the home is about years old, there is plenty of undisturbed air in the cellar, unless you plan on sweeping, digging, cutting wood or any other activity in the cellarThere is much less dirt and debris if any, than if the intake was piped to the outside, with cars, driving up and down the road causing dust and debris, leaves, bugs and even garbage floating around outside The intake had never seemed to be a problem before we installed the new furnace The original furnace was not properly vented and fresh air was pulling from the crawl space and that same dirt and debris was circulating throughout the whole first floor for the was no return duct connecting the living space to the furnace We installed two new returns from first floor to furnace As to the room being degrees warmer, old air handler and condensate pump is still in the attic, it was not in our contract to remove, the homeowner stated she would remove themselves We were not finished with the job, although we tried numerous times to try to set up to finishWe did not get to turn on furnace to know about these problemsWe would have come back and tweaked the dampers You got my last bill and I agree to pay the electrician to repair and bring up to code what wire we cut in PVC water pipe that exited house with 2nd linesetWhich the homeowner thought might have been a condensate drain also.I would like to request a mediation with the homeowner to have this call placed to settle the difference With the Revdex.com choosing a certified electrician to call

Our Regional Manager called the customer to discuss the accountRegional Manager determined that customer was offered an equivalent promotion of a month free at the time of saleHowever the promotion was not applied correctlyRegional Manager also determined that the additional 40% promo was a misinterpretation by the customer and no such promotion existsRegional Manager rectified the customer’s account by applying a month of free rent to the October-November billAdditionally the Regional Manager waived all $in late fees as the account was over days past due Once the account was corrected the regional manager attempted to collect the rent for November thru December, however the customer told the Regional Manager that he was not in a position to bring the account currentRegional Manager informed customer that the account will be restarted and customer will be responsible for additional late fees and rent that will accrue on the account, as customer is unable to bring account currentAs of 12/16/the account is still delinquent [redacted] VP of Finance & Operations

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 For your reference, details of the offer I reviewed appear below Regards, [redacted]

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 will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I have all correspondence we had with you via textIt states you acknowledge a refund is due and that you were trying to find workAmple time was given to you to get the funds together but by September we were no longer able to get a hold of youI have attached of the screen shots with the texts from your number ***
Regards,
*** ***

In response to the above complaint.I spoke to the home owner above two weeks ago and told himthat the fence was going to be fixedI mentioned to him that I had a full schedule and would contact him when I could go by and do the repair= He said the at was fineI also said to him that the post was
defective and would Ned to be replacedI told th e homeowner that it would take about a day to repairBecause of the defective post I also asked him to pay me for my time and he sass aid noIt is not my fault that the post was defective nor his but this is time that I need to put into this repairWhat do I do ?

The following is our response to her rebuttal: Please accept the following comments and facts that refute discrepancies written by *** *** regarding complaint #*** All information is correct to the best of our knowledge based on interviews with Marling’s, Incpersonnel. As Ms***’s commentary was difficult to follow and not written in the time line that it occurred, we are going to try to address each statement in the order that she compiled. Our statements are factual and visual evidence will support said factsIt is not the concern of Marling’s, Incthat the customer did not mitigate her first sewage loss nor are we concerned with the amount of time it took for her to receive her check. This was between Ms***, her Insurance carrier and the adjuster. As Ms*** did not file a claim for the second sewage loss, there was not a direct bill arrangement with the Insurance carrier. Ms*** hired Marling’s by recommendation from her plumber. She stated that she was not told that as a self-pay customer (meaning not directly billed to the Insurance carrier) that she must pay a 50% deposit. Acting Operations Manager, *** *** affirmed that he did advise customer and that he waived the deposit under the condition she provide Marling’s with a payment guarantee. Ms*** supplied a credit card number as her payment guarantee. A Work Authorization in .pdf format accompanies this documentation. The .pdf was modified to protect the customer’s privacy. The credit card number was deleted from the original form. The fact remains that Ms*** did not mitigate her first sewage loss and contacted Marling’s to clean up her 2nd sewage damage. Mr*** called Ms*** after his initial onsite inspection and provided her with a verbal total, not an estimate. He advised that the amount she would owe for service would be $1494.54. She authorized Marling’s, Incto render service in her home with her signature on the Work Authorization and payment guaranteePlease forgive our error from our initial rebuttal to this complaint. Ms*** did indeed provide a $tip per technician after they extracted the raw sewage, disinfected surface areas and set up drying equipment according to the ANSI/IICRC Sstandards. We concluded that Ms*** was very satisfied with the services rendered, otherwise why would she have tipped our technicians. “Tips are a way of expressing satisfaction”, according to Tipping.org (http://www.tipping.org/tips/). Visual evidence of the sewage damage, post cleanup and disinfection as well as equipment set up for structural drying attached with this document. Ms***’s emotionally charged rebuttal to our complaint response states that the technician arriving to pick up the drying equipment and obtain signature on Marling’s Certificate of Satisfaction form advised her not to sign and that she should receive a refund for incomplete work. The technician was interviewed by the ownership and management to dispel any or implied statements. The technician was very precise in his response to his supervisor that he told the customer that he could not force her to sign the paperwork. He did state that she verbalized she was dissatisfied with the service. Ms*** also has grievances regarding the lack of communication from Marling’s, Incowner, *** ***. Mr*** was absent from the business during the time of Ms***’s service and subsequently, immediately following her complaint. As of this time he has been made fully aware of the situation and has determined that his staff executed their duties according to the industry standards. He also recognizes that given the number of water damages both referred and assigned to Marling’s from December 26, through January 25, that his staff performed exceptionally well. All customers were made aware there would be some slight delays and schedule adjustments. More than emergency cleaning and restoration jobs were performed from December 26th to January 21st by his company. Ms*** is the only customer showing lack of compassion for the businesses, residential customers and our staff during the onslaught of damages due to the extreme cold by filing a Revdex.com complaint. Mr*** entrusts his management and supervisory staff to represent his company fairly and professionally, thus, he does not feel a call at this time to Ms*** would benefit either party. Ms*** is disgruntled and does not want to be held accountable for payment. Her indistinct reveries will not reduce the amount of her invoice further. She has been provided a copy of the revised invoice which included the additional services provided to her and not charged. The actual cost of her services totaled $2023.28. We charged her $as conveyed prior to rendering service. It is unfortunate that we did not satisfy Ms*** with our performance. It is best to agree to disagree. We have provided supporting evidence in the form of documents and photographs that show we complied with industry standards. It is our opinion that we attempted to exceed her expectations and we concede that we failed to do so. We recognize that Ms*** and Marling’s are not a cohesive customer/business enterprise. We hold no hard feelings toward this customer and expect no retaliation in the form of defamation or slander. Our billing records indicate that Ms***’s account is paid in full. Thank you for your business Regards, *** *** ***
*** *** ***
*** *** ***
*** *** ***

Dear ***, My name is ***, and I’m the marketing manager for Price Self StorageI have been in contact with the regional manager regarding your accountI want to apologize for the miscommunication that occurredI am sorry that you called and were not given the attention that was needed and
that the situation was not properly escalated to the regional manager at that timeWhat you describe is inconsistent with our mission to provide excellent customer care and this situation will be used to ensure additional training for our staffWe do indeed have a no refund policy after rent is paid in full, however, I have spoken with the regional manager and have authorized a refund of $per your requestA check will be mailed to the address provided in your Revdex.com complaint in the customer information sectionIf this is not the correct mailing address for you, please email me at [email protected]

My Regional Manager, *** *** spoke to *** *** this morning. Although our lease states that we do not give refunds we will however comply with her request to keep this customer happy. The disputed amount of $will be refunded immediately.*** ***VP of Finance &
Operations