John Moore Services

Mr [redacted] , We have received your complaintPlease accept our apology for any inconvenience this has caused youIt seems there was a misunderstanding when your appointment was created We do charge a $deposit for appointments at rental properties when the landlord will not be present (we do not charge a deposit if the landlord is present)This deposit applies to any work performed Again, we sincerely apologize for any confusion on this matter As were not happy with your appointment, w week gladly refund your $depositThank you, Tom C [redacted] Customer Care Manager

Revdex.com: Contrary to their statement, as of today, 3/30/15, I have not had any contact from John Moore on this complaint

We are working with our customer to determine the correct solution in this matter 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 From: [redacted] Sent: Sunday, December 07, 3:PM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] [redacted] In response to your offer as it is generous I can not accept this settlement due to the fact that if your company had properly and accurately diagnosed the real issue with our A.CI would have not have to incur in additional expenses such as paying another company to resolve the leak caused by our A.Cand fix the sheet rock in the ceiling of the room affected It should be you paying me for these thingsHowever a full refund would be acceptable for the reasons I have explained to you I would like to inform you.as well that the A.Cwas replaced by your company Sincerely, [redacted] Regards,

Mr [redacted] We have agreed to refund you per your request We hope that you find this resolution satisfactory Please let us know if there is anything else you need Thank you, [redacted] Customer Care Manager

Mrs [redacted] , We have researched your concerns and have determined that you had paid your account in full prior to being contacted by the agencyPlease accept our apology for this mistake We are refunding you the $you requested as well as the $for the feeAdditionally, we have contacted our collection agency about this caseWe have asked them to make sure that they are properly evaluating documentation sent to them by our customers and if they have any questions to contact us before continuing to attempt to collect If there is anything else that we can do for you, please let us know Thank you, Tom C [redacted] Customer Care Manager

[redacted] , We have refunded the additional amount that you requested in order to resolve your complaintWe again apologize for any inconvenience this may have caused youHowever, we would like to again point out that the restrictions on this offer are absolutely shown in the commercialAdditionally, you were advised when you called that due to the appointment being run on a weekend that a trip fee would also apply(We do not charge a trip fee on plumbing appointments M-F between 8am ad 5pm).Thank you, [redacted]

Mr [redacted] , While we do record our calls, our goal in responding was not to perpetuate an argument but rather to simply apologize for any confusion or and lack of satisfaction with your serviceWe are refunding your fee but we are willing to consider other means of resolution if you preferPlease feel welcome to reach out to me directlyThank you, Tom C [redacted] Tc [redacted] @johnmooreservices.com281-517-

[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.

[redacted] ***, We have received your complaint. Please accept our apology that you were disatisfied with your service. We are committed to fixing this problem and working with you to come up with an amicable solution. [redacted] , our Pest Control Manager is scheduled to visit your home on [redacted] ... [redacted] to discuss this matter and design a resolution. Thank you, [redacted] Customer Care Manager

The message I received from John Moore via Revdex.com on 4/3/@ 2:am stipulated their error, an apology, and a statement that the monies would be refundedA few days later I received a phone call from Jessica M*** of John Moore stating that the refund would be coming by a checkAs of yesterday's mail (Saturday 4/11/15) no check has been receivedThere, of course, will be no mail delivery today, SundayI am unwilling to close this case until I receive delivery of the promised refund checkPlease keep the case open for nowSincerely, *** ***

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
[Provide details of why you are not satisfied with this resolution.]
Regards,
Hello,I have some questions I would like answered.1) Can I have the transcript of the tapped conversation?2) If they reviewed the tape as they claimed why did they continue to lie that the conversation did in fact state what they claimed?3) I clearly asked that the warranty claim be handled by John Moore they said yesTech said they do not do warranty work4) The tech said water heater completely bad also needs new Vent not to codemore lies.5) water Heater was repaired next dayInspection also never mentioned not code vent? more lies is this company policy?

*** ***,
As you are aware, we visited your home on ***Thank you for taking the time to visit with our Pest Control Manager, *** ***
Per your conversation with ***, we have agreed to send you $worth of coupons that can be used same as cash with John Moore Services
Thank you again for your willingness to work with us on this situation to find a resolutionIf there is anything else that we can do for you, please let us know
Thank you,
*** ***
Customer Care Manager

Revdex.com:
This letter is to inform you that John Moore Services has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/19/12:39:PM and assigned ID ***
Regards,
From: *** ***
***
Sent: Friday, September 26, 12:PM
To: drteam
Subject: Addendum to Revdex.com documentation ID# ***
Addendum to Revdex.com documentation ID# ***
*** *** ** ***
*** *** ***
*** *** **
Friday, September 26th,
On Tuesday, September 23rd, I received a telephone call from a *** *** *** ** *** *** *** *** ** *** *** *** ***) and said that she would be sending out a Quality Control Supervisor by the name of *** *** *** to my house on Wednesday, September 24th, to review all the repair work that was done to the Master bathroom sink and to take a look at the Hot Water Heater that was now currently leaking on my driveway and has been leaking on my driveway for the past seven days (since *** * *** did the complete home inspection on Wednesday, September 17th, 2014) but I was unaware of this leak since we had a constant rain storm for three consecutive days. It was only until Saturday, September 20th, when the weather was sunny that I noticed my driveway was completely wet with warm water from my laundry room coming from my hot water heater PVC pipe. This drip was constant and my hot water heater pipe was hot that ran alongside my hot water heater tank. I mentioned this to *** *** on Tuesday while on the phone with her and she said that *** *** would take a look at it for me at absolutely no charge to me. I told her that my hot water heater was about five years old and I had never had any kinds of problems with it to date. I did not know if *** had done something to it but I was really concerned about it because it was gas and I did not want it to explode.
Quality Control Supervisor, for John Moore Plumbing, *** *** (***) came out to my house on Wednesday, September 24th, at 11:24AM and he departed my home at 11:37AM after checking the final repairs to the master bathroom sink (which were completed by John Moore Plumber, *** ** *** on Friday, September 19th, 2014) and then he checked my Hot Water Heater in the laundry room and saw that it was dripping on my drive way with hot water. He said that all it needed was to be “TAPPED” and so he tapped it and by slightly hitting it, and it stopped dripping immediately and the pipe that was HOT” that runs parallel to the tank cooled down immediately. I was shocked that it only took him a second of his time to do this and he told me that if it happens again to tap it ever so slightly again (do not tap it hard, just slightly to readjust it) and it will straighten itself out. All the plumbing seems to be working fine now!
*** ***
*** *** ** ***
*** *** **
***

*** ***We have received your complaintPlease accept our apology for any inconvenience this situation may have caused you.We have investigated your concerns and found the following: 1) Our advertising clearly states that a Clean-out must me easily accessible in order to qualify for the drain
clean specialIn this particular instance, a Clean-out was not available as a means of access to this location2) The agent that booked your order did advise you that a "Trip fee" would need to be collected in order to book the call (We charge Trip Fees for night and weekend appointments)3) Our technician arrived at your home approximately hours after you booked your appointment4) The agent you spoke to after your appointment failed to follow proper procedure in escalating your concern resulting in our failure to respond to you appropriately.It is our policy to immediately follow up with our customers any time there is any concernTherefore, we will grant your request for a refundYou can expect to receive this in the next business days.Thank you*** *** *** ***

Mr***,Our records have shown that we did in fact perform services at your home and that the account is currently unpaidAs you are aware, we are currently working with you and your insurance company to reach a resolution.Thank you,Tom C***

Mr. ***We have received your complaintPlease accept our apology for any inconvenience you may have been causedWe will send you a document that details all that was included with the job we performed at your home. Again, we apologize for any confusionWe quote all jobs in full,
prior to performing the work (unless the original job is discovery work to determine the full scope of a larger job)As was detailed on the original quote you signed, the amount quoted would be the amount due and expected upon completion.We hope that once you receive the document, your concerns will be addressedIf there is anything else that we can do for you, please let us know.Thank you,*** ***Customer Care Manager

[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 ***, and find that this resolution would be satisfactory to me
I did receive the warranty for the work done on my home

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.
Attached is the amount I have been credited after nearly 2 months. I expect full refund as the service provided did not resolve the issue and the practice was deciteful.
Regards,

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.  
Although company has agreed to the refund as mentioned in their reply, once again, they are not following thru on their commitment. Instead of refunding the amount of $199 that was the amount in question, they only refunded $130. A refund of $199 was what was agreed to and that is the amount that would settle the complaint. In addition, [redacted] Services should immediately discontinue the deceptive advertising on TV showing a $69 drain clean out fee with no exclusions. They actually show a sink drain just like in my case but they claim that there is an additional trip fee (not mentioned in the commercial) and the $69 fee is not for cleaning out sink drains like in the commercial.
Regards,