Mike Williams Plumbing Heating & A/C Inc.

Initial Business Response /* (1000, 5, 2015/12/22) */
Revdex.com of Central Illinois, Inc
Complaint Department
Harrison
Peoria, IL
December 22,
RE: Case *** *** ***
Thank you for sending this important customer communication to us Please
forward the following response to Mr*** on our behalf
Mr***,
Thank you for your recent correspondence We appreciate your feedback as it helps us learn to better serve our customers
For your convenience, I have included a copy of the enrollment form you signed, which details all of your benefits that come with the Comfort System Deluxe Coverage Please keep this copy for your records
Emergency service is gladly provided to you as a member of our coverage plan, including contacting you within hours of your initial call However, the plan does not cover the cost of any emergency trip charges, only the cost of any covered repairs Since you requested service on a non-business day (Sunday, December 13, 2015) your trip charge, regardless of your membership status is still $ This information was disclosed to you during your phone conversation on Sunday, December 13, 2015, with our customer care representative while scheduling your appointment All service appointments that are scheduled and completed on a non-business day do also require a credit card to be placed on file as a form of guaranteed payment This is standard for all members and non-members alike
Per the benefits of your plan, repairs are only covered on non-functioning systems As your system was functioning, only leaking water, your repair would not have qualified for coverage under the terms of the plan and your cost should have been $ However, as a one-time courtesy, we extended your coverage to include the repair to your system and you paid nothing for the repair
Our 100% Customer Satisfaction Guarantee ensures all of our customers are taken care of Since we have already repaired your system at no cost to you, please let us know what we can do to resolve the issue
Sincerely,
*** ***
Customer Care
Mike Williams, Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the phone call explained that the fee was only for noncovered repairsThe coverage document states "No Bills for covered Repairs." and "hour Emergency Hotline." and "Priority same day service"these statements are all together without modifiers in a box captioned coverage includesthis contatitutes a contract, which by law if there is an ambiguity is construed against the drafter, Mike WilliamsThese statements about a hr hotline and same day service combined indicate 24hr same day service, any dayIt des NOT say same day service on weekdays onlyOr hr emergency hotline with a feeas an aside a contract can not be modified with a phone call, which is parol evidence at best, or a change without considerationThe failure tomindicate that coverage ia only for weekdays during business hours, combined with emphasizing hr hotline and same day service equates to fraud; you are makin intentionaly misleading statements about coverage and failing to in the same bold clear description identify addtional fees for cost of repairsYou need to honor your contract as written
The language was clearly written to induce people to sign up for coverage for free repairs up to the covered amounts.Illinois law provides for treble damages for such fraud, and if I am forced to bring a claim I can ask the court to make it a class action for everyone who currently pays for this coverage
Final Consumer Response /* (3000, 19, 2016/03/04) */
They have not complied with the agreed resolution to my January complaint
I filed a complaint in JanuaryThey agreed to waive the feeI accepted the resolutionHowever they just sent me a bill for the fee with a collection threatSo they are not in compliance with their offered and accepted agreement
Final Business Response /* (4000, 21, 2016/03/14) */
To Whom it May Concern:
Please be advised that we did not receive notification of Mr***'s acceptance of our proposed resolution until March 10, Effective immediately upon receipt of the signed letter, the debt was absolved and all collection attempts were discontinued
Thank you,
*** ***

Thank you for forwarding this important customer information to us. Please forward our response to Ms*** so we may resolve this to her satisfaction Ms. ***, Thank you for taking the time to send us your feedback. We appreciate you letting us know so
we may learn to better serve our customers. I’m sorry your contract cancellation experience was not 100% satisfactory and we want all of our customers to be happy with our service. In order for us to assist with your request, we will need your signature on the enclosed letter. Once we have received your signed letter back, your contract will be cancelled and a refund of $will be processed. Please allow two weeks after receipt of your letter back to us to complete the process. We appreciate the opportunity to make things right and if we can be of further assistance in the future, please do not hesitate to contact us Sincerely, *** *** Customer Care Mike Williams, IncEClearlake AveSpringfield, IL Phone 217-753-Fax 217-753-Visit us at www.MikeWilliams.net

Initial Business Response /* (1000, 5, 2016/02/24) */
Revdex.com of Central Illinois, Inc
Complaint Department
Harrison
Peoria, IL
February 24,
RE: Case *** *** ***
Dear Sir/Madam,
Thank you for forwarding this important customer
communication to usPlease forward the following response to Mr*** on our behalf
Mr***,
Your feedback is important to us and we want to thank you for letting us know how we can better serve our customersUpon researching the issue, we discovered that our records show conflicting informationWe sincerely apologize for any inconvenience this issue has caused youPlease sign and return the enclosed letter for a full refund
Respectfully,
*** ***
Mike Williams, Inc
Customer Care

Initial Business Response /* (1000, 5, 2016/02/24) */
Revdex.com of Central Illinois, Inc
Complaint Department
Harrison
Peoria, IL
February 24,
RE: Case *** *** ***
Dear Sir/Madam,
Thank you for forwarding this important customer
communication to us Please forward the following response to Mr*** on our behalf
Mr***,
Your feedback is important to us and we want to thank you for letting us know how we can better serve our customers Upon researching the issue, we discovered that our records show conflicting information We sincerely apologize for any inconvenience this issue has caused you Please sign and return the enclosed letter for a full refund
Respectfully,
*** ***
Mike Williams, Inc
Customer Care

Initial Business Response /* (1000, 5, 2016/06/23) */
Revdex.com of Central Illinois, Inc
Complaint Department
Harrison
Peoria, IL XXXXX
June 23,
RE: Case #19045298: *** ***
Thank you for sending this important customer communication to us Please
forward the following response to Mr*** on our behalf
Mr***,
Thank you for your recent correspondence We appreciate your feedback and we will use the information as a coaching opportunity
I'm sorry our previous service visits were not to your standards We would have appreciated the opportunity to redo the job to your satisfaction before you felt the need to go to another company However, since you were not comfortable in letting us make things right, we will honor our 100% satisfaction guarantee Your maintenance plan will be cancelled without an early termination fee and we will refund you $
Please sign the enclosed letter and return it to us for processing of the refund/cancellation process After we receive your signed letter back, please allow up to two weeks processing time for completion of your request
Sincerely,
*** ***
Customer Care Dept
Mike Williams, Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mike Williams is providing me a complete refund and removing the month maintenance agreement

Initial Business Response /* (1000, 5, 2016/08/22) */
Dear Sir/Madam:
Thank you for forwarding this important customer communication to us
Please be advised this concern has been fully resolved between us and Mrs***For convenience, I have enclosed a copy of the signed satisfaction
letter
Sincerely,
*** ***
Customer Care Specialist

Daniel,Thank you for your response. I have included the appropriate paperwork to make sure you're taken care of. Please sign it and send it back for refund processing. After it has been received, completion of the refund typically takes 2-weeks.Sincerely,*** ***Customer CareMike Williams, Inc

Hello, Thank you for sending this important customer information to us. Please forward our response to Mr*** ***, Thank you for your feedback. I apologize your service experience was not satisfactory and we appreciate the opportunity to make things
right. Please sign the enclosed letter and send it back to us. We will cancel your Priority Maintenance Contract within two weeks after receipt of the letter back to our office If we can be of further assistance, please let us know Sincerely, *** *** Customer Care Manager Mike Williams, IncEClearlake AveSpringfield, IL Phone 217-753-Fax 217-753-Visit us at www.MikeWilliams.net

Initial Business Response /* (1000, 5, 2016/05/11) */
Revdex.com of Central Illinois, Inc
Complaint Department
Harrison
Peoria, IL XXXXX
*** 10,
RE: Case #19044588: *** ***
Thank you for sending this important customer communication to us Please
forward the following response to Mr*** on our behalf
Mr***,
Thank you for your recent correspondence We appreciate the time you have taken to let us know about your recent service experience Without valuable feedback like this, we are unable to learn to serve our customers better
I'm sorry our previous service did not meet your standards We do have a 100% Customer Satisfaction Guarantee or your money back and we appreciate the opportunity to make things right
Please sign the enclosed letter and send it back to us We will refund your requested amount of $back to you Please allow two weeks processing time after we receive the signed letter back in our office
Sincerely,
*** ***
*** ***, Inc
Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They will reimburse by a check of $This is acceptable to remedy this situation

Hello, Thank you for sending this important customer information to us. Please forward our response to Mr*** ***, Thank you for your feedback. I apologize your service experience was not satisfactory and we appreciate the opportunity to make things
right. Please sign the enclosed letter and send it back to us. We will cancel your Priority Maintenance Contract within two weeks after receipt of the letter back to our office If we can be of further assistance, please let us know Sincerely, *** *** Customer Care Manager Mike Williams, IncEClearlake AveSpringfield, IL Phone 217-753-Fax 217-753-Visit us at www.MikeWilliams.net

Thank you for forwarding this important customer information to us. Please forward our response to Ms*** so we may resolve this to her satisfaction Ms. ***, Thank you for taking the time to send us your feedback. We appreciate you letting us know so
we may learn to better serve our customers. I’m sorry your contract cancellation experience was not 100% satisfactory and we want all of our customers to be happy with our service. In order for us to assist with your request, we will need your signature on the enclosed letter. Once we have received your signed letter back, your contract will be cancelled and a refund of $will be processed. Please allow two weeks after receipt of your letter back to us to complete the process. We appreciate the opportunity to make things right and if we can be of further assistance in the future, please do not hesitate to contact us Sincerely, *** *** Customer Care Mike Williams, IncEClearlake AveSpringfield, IL Phone 217-753-Fax 217-753-Visit us at www.MikeWilliams.net

Thank you for this important customer information. Please forward our response to M*** on our behalf Mr./Ms***, Thank you for taking the time to write out your concerns. We value your feedback and apologize your service visit wasn’t to your standards.
I have listed out a couple of different options for you to choose from to resolve your concerns We have multiple guarantees for our customers and we stand behind them completely. I have included a copy of our Apples to Apples Best Price Letter. If you’d like to price match with any of our competitors, please provide us with all the required info included in the letter and we will match their price. For your time and trouble, we will also pay you a $Finder’s Fee for any company who does match our services We also have a 100% Satisfaction guarantee. We will redo the job to your satisfaction, or your money back. I have included this letter for you as well. Due to the amount of the refund you have requested, the warranty on the work performed will be void If you have any questions about your options, please let us know Sincerely, *** *** Mike Williams, IncEClearlake AveSpringfield, IL Phone 217-753-Fax 217-753-Visit us at www.MikeWilliams.net

Mr[redacted], ? Thank you for your recent feedback.? We appreciate you taking the time to write about your concerns.? I apologize your service visit was not to your standards? We do have a 100% satisfaction guarantee and I want to be sure everything in your complaint has been
addressed and resolved? My main concern for you right now is a comment regarding the job not being finished.? Please let us know what part of the job was not completed.? We’ll be happy to make sure that everything you have paid for has been completed.? Once we have determined that the job has been completed, then we can move forward with any further resolution as necessary? We look forward to hearing back from you very soon? Thank you, ? Mike Williams, IncEClearlake AveSpringfield, IL Phone 217-753-Fax 217-753-Visit us at www.MikeWilliams.net

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me

Initial Business Response /* (1000, 5, 2016/08/22) */
Dear Sir/Madam:
Thank you for forwarding this important customer communication to us
Please be advised this concern has been fully resolved between us and Mrs[redacted] For convenience, I have enclosed a copy of the signed satisfaction
letter
Sincerely,
[redacted]
Customer Care Specialist

Final Consumer Response /* (2000, 6, 2016/08/15) */
I believe this issue has been resolvedI was able to talk with a representative who agreed to cancel the contract

? I am rejecting this response because:
The writer states that they included two "letters" in their correspondence that required my inputThere were no letters attached so I am unable to meet their request.However, I am including information per their requestIn lieu of a "quotation" for comparable work, I have attached an invoice from for the exact same work...igniter replacementThis work at that time was $Inflation between and was 11.9% which would make the work now approximately $As I was charged $for identical work...on the same furnace...I feel I was overcharged approximately $312...I have requested a refund of $I feel this invoice to be more accurate than comparable quotes that would cost me $each to obtainYou may call C&E for verification of this invoice if you wishThere is no conceivable reason for this work to increase from $to $in years other than to take advantage of a senior citizen.Also, per the writer, I do not require a warranty for the work done if I receive a refund and will make no further requests pertaining to this issue.? Thanks? ?

Initial Business Response /* (1000, 5, 2016/05/11) */
Revdex.com of Central Illinois, Inc.
Complaint Department
112 Harrison
Peoria, IL XXXXX
[redacted] 10, 2016
RE: Case #19044588: [redacted]
Thank you for sending this important customer communication to us. Please...

forward the following response to Mr. [redacted] on our behalf.
Mr. [redacted],
Thank you for your recent correspondence. We appreciate the time you have taken to let us know about your recent service experience. Without valuable feedback like this, we are unable to learn to serve our customers better.
I'm sorry our previous service did not meet your standards. We do have a 100% Customer Satisfaction Guarantee or your money back and we appreciate the opportunity to make things right.
Please sign the enclosed letter and send it back to us. We will refund your requested amount of $132.88 back to you. Please allow two weeks processing time after we receive the signed letter back in our office.
Sincerely,
[redacted], Inc.
Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They will reimburse by a check of $132.88. This is acceptable to remedy this situation.

Mr. [redacted],   Thank you for your recent feedback.  We appreciate you taking the time to write about your concerns.  I apologize your service visit was not to your standards.  We do have a 100% satisfaction guarantee and I want to be sure everything in your complaint has been...

addressed and resolved.   My main concern for you right now is a comment regarding the job not being finished.  Please let us know what part of the job was not completed.  We’ll be happy to make sure that everything you have paid for has been completed.  Once we have determined that the job has been completed, then we can move forward with any further resolution as necessary.   We look forward to hearing back from you very soon.   Thank you,   Mike Williams, Inc. 3225 E. Clearlake Ave. Springfield, IL 62702 Phone 217-753-4545 Fax 217-753-4548 Visit us at www.MikeWilliams.net

In response to these allegations, Stonybrook Commons seeks to provide all information that may be relevant or helpful in the disposition on this matter. Stonybrook Commons preserves the right to contest the admissibility of this response letter in any proceeding before a court of competent...

jurisdiction. In response to your letter dates December 10, 2015, please find below a summary of events in regards to the Ms. [redacted]'s request to "take the $85 fee" from her account, to have "someone else deal [her] account and money orders" or to "let [her] out of her lease". On December 8, 2015, the Property Manager received a money order for Ms. [redacted]'s rental payment in the amount of $683.00. Rent is due on the first of each month and is late by the 5th of each month. Stonybrook Commons does not accept partial payments on accounts, rather payment in full must be received. Since Ms. [redacted] paid her rent on the 8th of the month (after the grace period of the 5th of the month), Stonybrook Commons did not accept her money order in the amount of $683.00 because it did not include the late fee charges.Stonybrook Commons is not willing to take any further action on this matter. Please feel free to contact me via telephone at (317) 974-1234 or via email at [email protected] with any further questions or concerns about this matter.Sincerely,Kelli F[redacted]District ManagerBUCKINGHAM MANAGEMENT, LLCOn Behalf of "Stonybrook Commons"