John Moore Services

Mrs. [redacted],
We have...

researched your concerns and have determined that you had paid your account in full prior to being contacted by the agency. Please accept our apology for this mistake.
We are refunding you the $1800.00 you requested as well as the $54.00 for the fee. Additionally, we have contacted our collection agency about this case. We 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

Mr. [redacted],  Please accept our apologies for the problems you have encountered. First, for the late arrival of our installation crew and secondly for the water leak and subsequent damage to your home. We are committed to standing behind the work we have performed. At this point, we have...

completed the drying out process and will continue to work with you to correct this damage. Please let us know if there is anything additional that we can do for you.Thank you, Tom [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, 2014 3:32 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.C. I would have not have to incur in additional expenses such as paying another company to resolve the leak caused by our A.C. and fix the sheet rock in the ceiling of the room affected.  It should be you  paying me for these things. However 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.C. was replaced by your company .   Sincerely,   [redacted]  
Regards,

Mr.  [redacted], We have received your complaint. Please accept our apology for any inconvenience this has caused you. It seems there was a misunderstanding when your appointment was created.  We do charge a $49 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 $49 deposit. Thank you, Tom C[redacted]Customer Care Manager

Mrs.  [redacted], I have confirmed with our accounting department that this refund has been issued. If you have not received this refund in the next 2 to 3 business days please let us know. Thank you, Tom C[redacted]

[redacted], We have refunded the additional amount that you requested in order to resolve your complaint. We again apologize for any inconvenience this may have caused you. However, we would like to again point out that the restrictions on this offer are absolutely shown in the commercial. Additionally, 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]

[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:
The companies action on the complaint ID [redacted] has been completed and seems to be adequate. The problem has been resolved and the work of the Revdex.com is greatly appreciated.

Mr. [redacted], We are happy to return and resolve any remaining issues at your leisure. Please let us know what else we can do for you. 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.  
I will not be available next week, until [redacted] That day the construction of new siding begins. If they wish to come out that day I will talk to them. They must come between the hours of 8:00 am to 10 AM!!!!!!
Regards,
[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 service. We are refunding your fee but  we are willing to consider other means of resolution  if you prefer. Please feel welcome to reach out to me directly. Thank you, Tom C[redacted]Tc[redacted]@johnmooreservices.com281-517-7202

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],
We have received your concern. Please accept our apology that we were not appropriately responsive to your requests.
At the time that H[redacted] visited your home, we had not placed an order for your coil as we had not found a leak on the coil during our original visit. In order to...

replace a coil under warranty, we must be able to show that it is in fact leaking. Regardless, we certainly should have communicated more clearly with you and made the proper arrangements to find the leak and start the process of replacing the coil if that was found to be the source of the leak.
At this point, you have requested that we refund the charge for the refrigerant and the maintenance plan which we have agreed to do.
If there is anything else that you need, please let us know.
Thank you,
Tom C[redacted] Customer Care Manager

Mr. [redacted], We apologize for the delay in processing your refund. We are now issuing it. You should expect to receive it in 7 to 10 business days.  Thank you, Tom [redacted]Customer Care Manager

We are working with our customer to determine the correct solution in this matter.  Thank you, Tom C[redacted]Customer Care Manager

Mr. [redacted],
Thank you for bringing this matter to our attention. Please accept our sincere apology that you were not pleased with your experience. We 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 so. Certainly, we should leave any customer's home without delay when requested. We 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 repair. Failing 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 found. However, 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

Mr. [redacted],
We have received your complaint. Please accept our apology for the inconveniences that you have experienced. As you are aware, we are working closely with you to resolve all of your concerns.
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 business. Regards,[redacted]

Mr. [redacted], We are currently working with you to bring this matter to resolution. Thank you, Tom C[redacted] Customer Care Manager

Mr.  [redacted], Please accept our apology for the difficulties you encountered. We have addressed these concerns with Jason. We have also agreed to allow you to terminate your contract without penalty. Thank you, Tom [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 $300 not $210. The whole thing was based on scam, we were told that this will not be covered through home warranty. We were over charged and were given false information. I do expect $300 to compensate for the wrong information and unnecessary charges that we encountered.
Regards,