Live Green Plumbing Services, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
From: Date: Wed, Jan 6, at 3:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & EasternPennsylvania in regards to your complaint #***.To: [email protected]** ***,As discussed, here is my response...I do not accept the businesses response.In their most recent response, they brought up the in repaired that I conceded to not being covered (because I made the mistake of taking it apart to get the replacement part).LiceGreen has chosen not to respond to my claim that they advised the insurance company that my water faucet was broken by someone using “excessive force” and not being “wear and tear”.That analysis made it ineligible for repair and allowed them to quote me a MUCH MORE PROFITABLE RATE TO REPAIR IT OUTSIDE THE *** CONTRATED RATES FOR COVERED ITEMS.The faucet broke by the by a well-seasoned house inspectors hands “with light hand pressure”, in the plan view of the prospective buyerThis is documented in the official inspection report that is performed to facilitate bank financing for a purchase.In another instance, the plumber disallowed a toilet repair believing it was not level (though he had no tool to show this), and emphasizing one of the floor tiles at the base was slightly higherHe said it was not covered, and that I could just tighten it back down and caulk itThe reality of the situation (when an experienced professional actually removed the toilet) was that the flange had broken, and when that was repaired the toilet fit back down perfect.The upstairs toilet (which he did take off and just left there) , it installed back fine with a new wax ring and a couple screws(no need for a spacer, and certainly no need to spend $).I stand by my claim, they were there to make money, and they improperly diagnosed repairs (likly with intent) that caused them to be deniedShall I provide a copy of the home inspection, or should I file against the inspection company with the claim they damaged my property with excessive force? respectfully,*** ***

This company was assigned to me by my home warranty company for issues with my toilet and kitchen sinkA technician came out and assessedThe technician stated it would be $to pull and reset the toilet in order to provide the services covered under the home warrantyI declined stating I would have someone to make the sewer stack accessible for the covered servicesI was then told the faucet would be replaced for $ I asked if this was a covered service and the technician stated he wasn’t sureThe faucet was coveredThe company was charging me for a “premium “ faucetI declined and requested the faucet covered by the warrantyI told the technician I would contact them once I was able to make both areas accessible I later learned the company listed the job as complete and the faucet had been replacedNot true
I contacted the company once the areas were accessibleI was told I had to pay $and the toilet could not be serviced if it was pulled by someone other tha

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:From: Date: Wed, Jan 6, at 3:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & EasternPennsylvania in regards to your complaint #***.To: [email protected]** ***,As discussed, here is my response...I do not accept the businesses response.In their most recent response, they brought up the in repaired that I conceded to not being covered (because I made the mistake of taking it apart to get the replacement part).LiceGreen has chosen not to respond to my claim that they advised the insurance company that my water faucet was broken by someone using “excessive force” and not being “wear and tear”.That analysis made it ineligible for repair and allowed them to quote me a MUCH MORE PROFITABLE RATE TO REPAIR IT OUTSIDE THE *** CONTRATED RATES FOR COVERED ITEMS.The faucet broke by the by a well-seasoned house inspectors hands “with light hand pressure”, in the plan view of the prospective buyerThis is documented in the official inspection report that is performed to facilitate bank financing for a purchase.In another instance, the plumber disallowed a toilet repair believing it was not level (though he had no tool to show this), and emphasizing one of the floor tiles at the base was slightly higherHe said it was not covered, and that I could just tighten it back down and caulk itThe reality of the situation (when an experienced professional actually removed the toilet) was that the flange had broken, and when that was repaired the toilet fit back down perfect.The upstairs toilet (which he did take off and just left there) , it installed back fine with a new wax ring and a couple screws(no need for a spacer, and certainly no need to spend $).I stand by my claim, they were there to make money, and they improperly diagnosed repairs (likly with intent) that caused them to be deniedShall I provide a copy of the home inspection, or should I file against the inspection company with the claim they damaged my property with excessive force? respectfully,*** ***

I have a home warranty with *** *** *** and they sent a Tech out to repair my hot water heater; He checked it and told My Husband that he had to condemn itThen He told him that we needed
a new Chimney Liner because the one we had wasn't up to code, but *** wouldn't pay for that.In the meantime He told us *** Would not Pay for the Hot water Heater because of the ChimneyThen He told
us HE could install one for us and He told us to go to *** *** ** and purchase one and He would pick it up and install itThen they charge $to install it, Chimney was $and $to WSSC for them to inspect itI found out the inspection is freeThat was in March 3/27/In July when I call *** to repair My garbage disposal and mention to them about the Hot Water Heater, They was surprise to learn that Livegreen had installed a new oneMy complaint is Livegreen SCAMMED us thats why *** didn't know aboutThey said they would of paid for it, but its too late and the Tech

The home owner is well within her right to use whatever company she chose to install her water heaterLiveGreen was sent out by her warranty company to as the issue and provide our expert opinion on repair or replacing the unit to the warranty companyThe $that was collected is a trade call
fee that's clearly spelled out in the customers contract with her warranty companyThat money is not negotiable and is due upon arrival to the contractorAny complaint should be directed to her warranty company for resolution.Our recommendation to the warranty company to replace the unit involved lining the chimney, if the customer does not agree then theirs a process in place thru her warranty company to get another contractor. Thanks, LiveGreen Plumbing Services

LiveGreen Plumbing Services came out within our 11-2pm window to assist an issue placed by the home owner through his insurance company*** *** *** set the guidelines and ask vendors for pictures to determine if an claim will be covered or notThe
home owners claims was dined by his insurance company (***). The $diagnosis fee is due to the services provider regardless if the claim is approved or denied. Our technician provided *** with everything within their guidelines and the claim was denied. As a common business practice, we provide every customer with options to resolve their problemThe home refused our services and apparently elected to get another company to resolve his issuesLiveGreen respectfully denied any monetary compensation to this claimant

On behalf of LiveGreen Plumbing Services, we apologize to Mr. [redacted] for any insensitivity my technician may have projected.  Please understand that we are the contractor hired to diagnose, report our finding for approval, and fix the issue if its covered under your contract agreement with [redacted].  We have to follow the guidelines that set by your warranty company, We could not assist Mr. [redacted] with his problem because sprinklers and irrigation systems do not classify as plumbing. I have attached the original work order that was e-mail to my company from [redacted], it list nothing about a sprinkler pipe in the work order. The $100 is a call fee and should be paid directly to the contractor regardless if work is performed or not.  its not a hustle or a scam, its the cost of doing business. Any monetary relief should be directed to your warranty company for consideration.  We regret your bad experience and wish you the best.
Sincerely,
Aurelio P[redacted] <[redacted]>
Tue, Feb 17, 2015 at 10:52 AM
Reply-To: [redacted]
To: [email protected]
 
Service Request For:
Live Green Plumbing Services, LLC 
 
Work Order Number:
[redacted] 
 
Dispatch Type:
Additional 
 
Contract Number:
[redacted] 
 
Effective Date:
03/31/2014 
 
Priority:
Standard 
 
Call-In Limit:
$250.00 
 
System Covered:
Plumbing 
 
Brand:
n/a 
 
Model:
n/a 
 
Trade Fee:
100.00 
 
Property Address:
[redacted] Odenton, MD [redacted] 
 
Caller's Name:
[redacted] 
 
Caller's Phone Number:
###-###-#### (Mobile)* 
 
Home Owner Phone Numbers:
###-###-#### (Home Phone)  
 
Home Owner Email Addresses
[redacted] (Email)  
 
Additional Info:
Emailed: [redacted] Problem Description: Pipe leaking Caller: -----Mr [redacted] Additional Notes: -----pipe busted-- water through light fixtures... Informed if pipes busted from being frozen its not eligible Type of pipes: ----- Location(s): -----attic When was failure noticed?: -----today ** Did you explain the trade fee and call back time?100/24 
 
Supreme Option Chosen:
No 
 
Appliance Only Contract:
No 
 
Platinum Option Chosen:
No 
 
Enhanced Option Chosen:
No

In response to the [redacted] complaint:
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Thanks for allowing my company to respond to [redacted]’s
concerns. We try to resolve every complaint that’s within our control fairly. Being
a contractor for [redacted] and other warranty companies often put us in a peculiar
situation with the customer. Most customers don’t fully understand either their
contract with the warranty company or the fact that the contractor is bounded
by the contract guidelines.
We can’t say for certain that excessive force was used to
make the repair to the faucet. I don’t know what force was needed to make the
repairs by the technician, we must trust his professional opinion. LiveGreen
was willing to make the repairs but could not complete the drywall portion of
the job. All of our technicians are certified Journeymen with 7 years or more
experience.
When this was brought to my attention, I tried to explain
how our contract with [redacted] works. Any Drywall or tile work is done by a third party
contractor that’s provided by [redacted], and at no additional cost to the customer.
The $75 that was paid to LiveGreen is a service call that’s due upon arrival regardless
if work is approved or not. Warranty work is done at a 3rd of
market rate, that’s what my company made on the repairs, $75.
I am truly sorry for the additional cost that [redacted]
endured. However, this could have been avoided if she would have read her
contract or called [redacted] to check her coverage as I tried to explain. Even if she would have elected to use another
company to make the repairs, [redacted] would have paid for the drywall repair up to a rough finish.
This can be verified by calling [redacted], [redacted] opt:
Authorizations and your claim # is [redacted].
Ask them if you have drywall coverage for repairs that’s needed.  If **. [redacted] don’t have coverage, I will be
more than happy to refund the $75 Service call fee only.
Sincerely,
Aurelio P[redacted]

Complaint: [redacted]
I am rejecting this response because:
The issueThe issue is the issue is this is a scam and a violation of United States law to request trip fee when when you're not even prepared to do anything they all come back in a week I'm sorry maybe I can't how many times have we heard they give customers give contract with money that never returned
Regards, Eric
[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: After scheduling another appointment with a different company through [redacted], my sump pump was immediately diagnosed as broken and was replaced. Total job took less than 1/2 hour and they arrived within the scheduled window of time given to me.  Representative said it had been "broken for a long time and was leaking." I did find out that [redacted] had issued a credit to my account when the second company told me I owed no balance. I was not aware of any credit even  though I called [redacted] as I mentioned in the first refusal. As far as Live Green Plumbing's prior comment about "just wanting me to be honest" maybe they should have practiced better work ethics and honesty when servicing my account on their visit and just fixed the sump pump instead of offering me the option of "wiggling the pipe" and then collecting a payment. All of this could have been avoided if Live Green Plumbing had just done the repair right the first time.
Regards,
[redacted]

It's very unfortunate when claims get denied by the home owners insurance company. I too have been denied by my warranty company on items in my home. It really hurts when you pay your money and have to standby and hear not covered. However, the guidelines for denials is set by the insurance companies and not the service provider. one of the reasons they ask for pictures is to help make the decision on items and to prevent what the home owner is accusing my company of doing. We highly recommend the home owner read his contract and check with his insurance company before place any future claims. several of the items that was outline in his statement falls under a denial as well, "broken flange" is just another example. In 5 years of dealing with warranty companies, I've seen them cover broken flanges only if you have a premium policy. LiveGreen would like to offer 10% off any future plumbing issues and 20% off a home preventive maintenance package to the home owner.   Preventive Maintenance will help to reduce future denials.Sincerely,LiveGreen Plumbing Services, LLC

LiveGreen Plumbing Services came out within our 11-2pm window to assist an issue placed by the home owner through his insurance company. [redacted] set the guidelines and ask vendors for pictures to determine if an claim will be covered or not. The home owners claims was...

dined by his insurance company ([redacted]).  The $75 diagnosis fee is due to the services provider regardless if the claim is approved or denied. Our technician provided [redacted] with everything within their guidelines and the claim was denied. As a common business practice, we provide every customer with options to resolve their problem. The home refused our services and apparently elected to get another company to resolve his issues. LiveGreen respectfully denied any monetary compensation to this claimant.

In response
to Ms. [redacted]...

complaint:
According to
her warranty company, LiveGreen Plumbing Services was the 3rd
company out to services her water Heater. 
Prior to my tech performing any work, he noticed black soot around the
heater on the laundry room floor and bought it to her attention.  He asked the customer if he could use her vacuum
to get the soot up; which she granted.
When the problem was first brought to our
attention we asked Ms. [redacted] to identify what areas that need to be addressed.
She identified her bedroom, basement stairs
and basement carpet outside of the laundry room as areas that need to be
cleaned.
Immediately
we scheduled a company of her choice to come out to clean the areas she listed.
After the 1st visit we were notified by the customer that she was not satisfied
with the cleaning. A 2nd service was scheduled to attempt to resolve the
issues. After that visit she still was not satisfied with the results but stated
she seen improvement. After each cleaning we asked for pictures of the areas
that were cleaned, so that we could assess and plan our next course of action if
need be. Ms. [redacted] was asked via e-mail
to identify the areas that was still in question; she only stated the basement
as the problem. With Ms. [redacted] permission, my company scheduled for a deep
cleaning carpet specialist that uses a chemical to come out to clean the area
she identified via email only.  The 3rd
visit I spoke to Ms. [redacted] while the cleaning company was still there. She
wanted other areas to be clean as well, I asked her if she was satisfied with this
cleaning and she said “It’s coming clean but it still don’t look like it used
to.” I informed her I would not have a problem paying the company to clean the
other areas but, if you don’t like the outcome now, then it made no sense to do
the other areas she wanted.
The conversation
turned heated at that point. I tried to restore some calm to the situation by
asking Ms. [redacted] what she wanted to do. She stated that she wanted all of her
carpet replaced. I asked her the age of her carpet and she replied over two and
half years old.  At that point I explained
to her that according to her pictures, her carpet showed wear and tear and it wasn’t
in pristine condition, and if she could get three quotes we would pay a 3rd
towards the replacement. The conversation became ugly again and I informed her
that I was disconnecting line.
LiveGreen’s position
is there was 2 other companies there before us and soot already on the floor.
Also, her little
kids was playing downstairs and looking in on my tech while he was performing
the work. Several time he had to ask them to step back, they may have
contributed to tracking soot to other areas of the house. We accept some responsibility and we still
stand behind our offer of a 3rd towards the replacement of the carpet
and a comparable replacement of the vacuum.

In response to Mr. [redacted],
My Company...

was responding to a service request that was
submitted through his warranty company. The customer calls his or her warranty
company and request service for a problem within their home, the information
is taken over the phone by the warranty company’s representative and a work order is sent over to us for service. The request did not come over as a fire sprinkler
pipe, in fact it was conveyed as a leaking pipe.  If it had come over as a fire system, we
would not have dispatched a technician because plumbing companies normally don’t
work on fire sprinkler systems. This could not have been determined without the
proper information from the warranty company or the customer providing that information
to us. My technician came out to assess the customers problem and determined
that it was not in the scope of plumbing and he would have to call his warranty
company to have a different service provider come out. The $100 call fee is due
regardless if work is performed or not. It’s in his contract with his warranty
company and that’s how companies get paid for their time.
LiveGreen Plumbing Services regret that Mr. [redacted] feels that was improperly serviced by our company. Please feel free to call the customers warranty company to
verify if the call fee is required according to his service agreement.
Home Buyers Warranty 2-10 
###-###-####     Work Order number- [redacted]
Sincerely,
Aurelio P[redacted]

As a company policy, We will not perform any partial work that we will be held fully responsible for, safety, Health and liability comes first. This was explained to the customer as well as to her insurance company in which they understood. We offered to reduce the price down from the $630, but...

would not work on a toilet that could leak and cause damages or health implications if the swear is not properly sealed by a third party. Far as marking the ticket complete, our system sends an email when the status of a ticket is changed. This was not an attempt to cheat or misrepresent the status of the claim. The home owners insurance company have a start to completion process in place that insures the work is done before paying its vendors. As a consumers, we have the option to use a provider or choose another company. We apologize if this did not sit well the customer, However, we fulfilled the service request in accordance with her insurance company's guidelines.Thank you.

[redacted] stated to my technician that her father removed the handle but did not work on the stem. However, her insurance company have guidelines that we must follow when performing the diagnosis, and one of the questions is if the issue was normal wear and tear. The stem was stripped at...

some point and they made the determination if it would be covered under the terms of her policy. [redacted] also stated that my tech offered to do the work on the side. I assured her that if that was true, he would eventually be caught. We also ask our techs to provide our cost to repair or replace on all denials from the insurance company. The $125 is the customers diagnosis fee that stipulated in ever contract and due upon arrival. Any refund of the diagnosis fee will need to be refunded thru the insurance company. I apologize for the bad experience and will work with my techs on communicating better with our customers.

On June 02 2016 my company was dispatched out to diagnose a plumbing issue. The customer was not happy with the inner workings of the faucet and wanted a new faucet installed under his home warranty. During the initial visit on June 2, it was explained to the customer that the warranty...

company will only replace his faucet if it could not be repaired and not because parts are rusted within the unit. On June 14 a recall was issued, one of our managers accompanied a technician to re-diagnosed the issues, and found the faucet to be working properly, side to side and cold and hot, no issue and the customer agreed. The customer stated that he was concern that it would break eventually. We explained that we had to be honest with his insurance company and would provide them with the facts so that they could make the decision to replace it or not.  His claim was denied due to the unit working properly at the time, today the home owner called us directly and wanted us to come out and check the cold and hot that was working properly on June 14th. It was explained that he had to go through his warranty company to issue a new work order, standard procedure.  He became combative and insist that we come out and fix his faucet, there was no reasoning with the customer. He stated that if we did not come that he would complain on social media as well as the Revdex.com. Based on our records and the documented procedures in the customers contract, There's nothing else my company can do. We consider this matter closed as we have no insurance work order from the home owner’s insurance company.

In response to the [redacted] complaint:
Thanks for allowing my company to respond to [redacted]’s
concerns. We try to resolve every complaint that’s within our control fairly. Being
a contractor for [redacted] and other warranty companies often put us in a peculiar
situation with the customer....

Most customers don’t fully understand either their
contract with the warranty company or the fact that the contractor is bounded
by the contract guidelines.
We can’t say for certain that excessive force was used to
make the repair to the faucet. I don’t know what force was needed to make the
repairs by the technician, we must trust his professional opinion. LiveGreen
was willing to make the repairs but could not complete the drywall portion of
the job. All of our technicians are certified Journeymen with 7 years or more
experience.
When this was brought to my attention, I tried to explain
how our contract with [redacted] works. Any Drywall or tile work is done by a third party
contractor that’s provided by [redacted], and at no additional cost to the customer.
The $75 that was paid to LiveGreen is a service call that’s due upon arrival regardless
if work is approved or not. Warranty work is done at a 3rd of
market rate, that’s what my company made on the repairs, $75.
I am truly sorry for the additional cost that [redacted]
endured. However, this could have been avoided if she would have read her
contract or called [redacted] to check her coverage as I tried to explain. Even if she would have elected to use another
company to make the repairs, [redacted] would have paid for the drywall repair up to a rough finish.
This can be verified by calling [redacted], [redacted] opt:
Authorizations and your claim # is [redacted].
Ask them if you have drywall coverage for repairs that’s needed.  If **. [redacted] don’t have coverage, I will be
more than happy to refund the $75 Service call fee only.
Sincerely,
Aurelio P[redacted]

In response to Mr. [redacted],
My Company was responding to a service request that was
submitted through his warranty company. The customer calls his or her warranty
company and request service for a problem within their home, the information
is taken over the phone by the...

warranty company’s representative and a work order is sent over to us for service. The request did not come over as a fire sprinkler
pipe, in fact it was conveyed as a leaking pipe.  If it had come over as a fire system, we
would not have dispatched a technician because plumbing companies normally don’t
work on fire sprinkler systems. This could not have been determined without the
proper information from the warranty company or the customer providing that information
to us. My technician came out to assess the customers problem and determined
that it was not in the scope of plumbing and he would have to call his warranty
company to have a different service provider come out. The $100 call fee is due
regardless if work is performed or not. It’s in his contract with his warranty
company and that’s how companies get paid for their time. LiveGreen Plumbing Services regret that Mr. [redacted] feels that was improperly serviced by our company. Please feel free to call the customers warranty company to
verify if the call fee is required according to his service agreement.
Home Buyers Warranty 2-10 
###-###-####     Work Order number- [redacted]Sincerely,Aurelio P[redacted]

It's very unfortunate when claims get denied by the home owners insurance company. I too have been denied by my warranty company on items in my home. It really hurts when you pay your money and have to standby and hear not covered. However, the guidelines for denials is set by the insurance companies and not the service provider. one of the reasons they ask for pictures is to help make the decision on items and to prevent what the home owner is accusing my company of doing. We highly recommend the home owner read his contract and check with his insurance company before place any future claims. several of the items that was outline in his statement falls under a denial as well, "broken flange" is just another example. In 5 years of dealing with warranty companies, I've seen them cover broken flanges only if you have a premium policy.
LiveGreen would like to offer 10% off any future plumbing issues and 20% off a home preventive maintenance package to the home owner.   Preventive Maintenance will help to reduce future denials.
Sincerely,
LiveGreen Plumbing Services, LLC