Mike Williams Plumbing Heating & A/C Inc.

Initial Business Response /* (1000, 5, 2015/12/22) */
Revdex.com of Central Illinois, Inc.
Complaint Department
112 Harrison
Peoria, IL 61602
December 22, 2015
RE: Case [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 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 24 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 $149.95. 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 $466.00. 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,
[redacted]
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 repairs. The coverage document states "No Bills for covered Repairs." and "24 hour Emergency Hotline." and "Priority same day service". these statements are all together without modifiers in a box captioned coverage includes. this contatitutes a contract, which by law if there is an ambiguity is construed against the drafter, Mike Williams. These statements about a 24 hr hotline and same day service combined indicate 24hr same day service, any day. It des NOT say same day service on weekdays only. Or 24 hr emergency hotline with a fee. as an aside a contract can not be modified with a phone call, which is parol evidence at best, or a change without consideration. The failure tomindicate that coverage ia only for weekdays during business hours, combined with emphasizing 24 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 repairs. You 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 2016 complaint.
I filed a complaint in January. They agreed to waive the fee. I accepted the resolution. However they just sent me a bill for the fee with a collection threat. So 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. [redacted]'s acceptance of our proposed resolution until March 10, 2016. Effective immediately upon receipt of the signed letter, the debt was absolved and all collection attempts were discontinued.
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2016/06/23) */
Revdex.com of Central Illinois, Inc.
Complaint Department
112 Harrison
Peoria, IL XXXXX
June 23, 2016
RE: Case #19045298: [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 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 $844.98.
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,
[redacted]
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 6 month maintenance agreement.

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