Mt. Hood Pro Painting LLC

We are very sorry that you feel you've not had satisfactory service from our company Our company has been at your property on a few occasions for your sink running slow or being blocked The first service call we show for your kitchen sink being clogged was April 10, This was days after your policy started We also have service calls on April 16, for the same issue of the kitchen sink running slow On March 27, 2015, we again sent out a plumber to clear the kitchen drain He ran a snake through your plumbing feet into the home but after that point was unable to get past a blockage We chose to get a second opinion at no cost to you The second company was also not able to get past the blockage from the ground level clean outOur blockage coverage is limited to snaking from ground level clean outs however they went above and beyond by getting on your roof to clear the drain from your rooftop ventEven then they were unable to clear your drain at which point they recommended camera service, a non covered itemOn July 10, we were contacted because water was backing up into your shower drain at which point our service department asked if camera service had been completed as recommended We fully believe that the original recommendation for camera service is an accurate one as you've had different occurrences for slow drains in your home in the last yearsThis would be a helpful baseline in telling the story as to what is going on with your drains so that we can better address the issue at handWe realize the camera service is an added expense to you but is vital in getting this situation resolved for youPlease let us know if we can assist you in setting up this service.When you renewed your policy, you'd elected a month payment plan You currently have remaining payment for that planWe've cancelled that payment for youWe are also waiving the $cancellation fee and will be refunding the prorated amount for the remainder your policy term

In response to the complaint from December 2, 2015, from Holly R***, we provide the following:*** * *** ***, ***, ** ***Policy date: 10/13/2015Date of the service: 11/6/2015We are very sorry to hear that the homeowner was disappointed by the level of service that was provided
by our company during the three short weeks they had warranty coverage. We pride ourselves on the excellent care and attention we give to our clients and safety always comes first. In this case, when arriving at the property we found the HVAC unit "hotwired" (meaning the unit was wired directly to the reversing valve so that the unit would run constantly in cooling mode and would not shut off, nor operate in heating mode)We took the steps that we felt were necessary to ensure the safety of the homeowners while the homeowners discussed whether to repair or replace the 25+ year-old unitThe homeowner indicated that they would like a full refund on this policy and because customer satisfaction is of utmost concern to us, we refunded the full warranty policy in the amount of $

[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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Catherine F*

I understand that there are limitations; however, the pipe that was leaking was not only feet underground but was also under rooms of my houseThis would have caused significant damage to the home, even more so than the water leaking already had, as I had explained on the telephoneBecause we opted not to break all of the floors in the home, there was no pipe to actually expose and repair for Platinum to assistThey had to cut the pipe and reroute itNot only did Platinum neglect to cover the cost of rerouting the pipe, but my home owners insurance refused to cover any of the work at allI have had to go through Platinum many times for services within the one year I have owned my houseIncluding times in one summer for the AC in which they would not make it an emergency in over degree heatI am having a hard time understanding how Platinum can possibly assist with the remaining work if they could not assist with the leak itself nor could they get my AC working until their 4th attempt

We are so sorry for your experienceWe understand how frustrating it can be when things go wrong, especially in cases like yours when you are losing lots of water! The warranty’s design is to help reduce your out of pocket expenses but unfortunately it does have limitationsAs we explained in our
phone call we do not provide access to the leaking pipe but once that is exposed we can return and repair the pipe that is leakingYou can reference this in your contract under Plumbing System- Not Covered (Access required for accurate diagnosis through walls, floors, ceilings, etcof a failed plumbing or sewage system)Hopefully your homeowners insurance was able to assist with the access portionWe understand you are still in need of the repairs and when you are ready to have us address that portion, please contact us so we can help you resolve those issuesWe look forward to hearing from you

Please reference the attached contract, F: COVERED SYSTEMS AND APPLIANCES, Kitchen and Household Appliances, C. Limits. For policies that have buirefrigerators, which MsTraskos and MrWalzak do not have, the maximum coverage for this appliance is $1,which we have extended to them the higher limitation. Also, please reference D: LIMITATIONS OF LIABILITY, Maximum Liability of Platinum Home Protection, Athat states “PLATINUM has the sole right to determine whether a covered system is repaired, replaced, or given a cash disbursement.” To date, we have invested $1,into repairs for this refrigerator and are still willing to offer an additional $towards replacement even though after all repairs were completed we were unable to verify that the alarm was still sounding

I’m sorry your experience was so lacking and understand how upsetting that must beAs per our phone discussion, the disputed $service fees were waivedIf you have further questions or concerns, please don’t hesitate to contact us at *** or ***

As you are aware in our lettdid NOT want to pursue the matter of fixing any further than the initial times of someone to come out here and TRY to keep fixingNow we are getting food frozen AGAIN and have to keep throwing new stuff away at OUR expense!!We still never even received the measly check that they promised for "food Spoilage" at the time of them coming outEleven TRIES to fix something that they were even informed by one of their own repair hired companiCANNOT BE FIXED, this company STILL insisted they bring the 1st company back to try to fix itNot only did the 1st company make things worse for us in the first place, but now it is again freezing things we buy and nothing has been fixed!!!!!! How dare they put the amount of money THEY spent because they wanted to keep 'trying' and they are taking that against us??? What kind of Fraud is thisThey certainly don't hesitate to take our money for what what their policies stateTheir policy states $cash or product equivalent and within a reasonable time to fix somethingTrying times and being told we didn't want them to even try anymore and waste their time and ours is not 'reasonable' What about our time of accommodating them when we exhausted all our patients especially after being told 'IT'S NO USE"!!! What they spent on 'trying to remedy a lost cause' is none of our concernWe are willing to settle for the $and put in our own funds to buy a product that we won't have to keep tossing food out and will get ice etcI think everyone knows that $is NOT acceptable and their policy says nothing of that sort!Also-the least amount we were at one time willing to accept only just to finish with them on this product was $1,which we were informed by (a supervisor of some sort) that after that visit when she was here-the company wasn't willing to spend more timeEleven times was way over and above a reasonable time for a non-fix problem

The service to the dryer was requested on 3/7/and was scheduled for the very next dayWe have record of additional returns visits that we responded promptly to due to additional defects that would present themselvesWe also have record of an appointment being missed on the customer’s behalf
but again were willing to take the responsibility beyond the losses incurred on this matter to try and satisfy the customerThis is not a common occurrence to have return trips within a short period of time, however we even contracted out to get a second opinion in good faith to show we were on the right pathAt one point, we also even offered to forego any further repairs and agreed to take the loss on the parts and labor incurred to that point and meet the customer halfway on a new replacement machine to which the customer declinedThe home warranty policy allows us as a home warranty to establish a value or apply a cost towards a replacement based on the cost of the failed parts/componentsThis is mentioned in section D-6-A & D-6-E of our termsPlatinum would not have arbitrarily paid for the entire cost of a new machine if only a component of that machine was bad or unit was repairableIt was at the time the customer had declined to accept the terms of a replacement, that we had gotten a second opinion (different tech & repair company) involved who did in fact repair the applianceWe strive to meet our customers expectations and this case was a bit unorthodox as the service request took a few visits and several different parts to eventually be repairedWe as the warranty company incurred significant costs in reaching the result of a repaired and working applianceWe, under no circumstances, benefit by ongoing issues with service requests as the quicker we can resolve a matter, the more cost effective and less time consuming it is for all parties involvedWe are more than happy to cancel out the unused portion of the warranty and waive the cancellation fee

We are so very sorry that you feel the cash out offers presented were unacceptable. We felt we were going above and beyond by attempting to research the coil that was needed by going off of other parts numbers on the unit since your condenser model and serial number were
missing, which would normally be an exclusion of coverageWe realize this is a lengthy process but one that was necessaryThe quote you received for repair from another company includes retail markup on parts and labor costs. Because we have our own technicians we are able to keep these costs to a minimum and cash out offers are based on the repair that is needed. This afternoon a check was post marked in the amount of $as requested. Please allow a few days to receive the check because of the holiday weekend

We are quite saddened to learn of the complaint filed by MsT***, as we have diligently tried to assist with her refrigerator issue. We completely sympathize with MrW*** and MsT*** and have done everything that we can to try to help them. We have invested over $towards
this repair which far exceeds the policy limitWe understand that sometimes, things just don’t go as intended and sometimes, you just have to bend the rules a little bit. This additional offer of $towards a new refrigerator was a good faith gesture because we value their business and do not feel it fair to penalize them for the decision to try to repair an appliance that ended up not being able to be fixed. We are more than willing to work with MrWalzak and MsT*** and are still prepared to offer them a $reimbursement towards the purchase of a new refrigerator as outlined in their policy coverage terms and conditions. We are also prepared to help them shop for a new refrigerator and or reimburse them for $towards a new unit from any vendor they choosePlease reference the full timeline of events in the uploaded attachment

We are very sorry we were not able to get you into a new unit that met your needsSince your AC claim was denied on June 27th, we handed your account over to our retail division in hopes they would be able to help assist you in getting a replacement systemUnfortunately, since this was a
denied claim the aggregate would not come into play on this claimPlease feel free to reach out to us with any additional questions

I’m not a fan of lackluster service either, ***It’s disappointing to hear that’s been your experience thus farWe will make this right for you and waive the fee in questionIf you have any other questions, please don't don't hesitate to contact us

Unfortunately we do not cover rerouting pipesWe are trying to get the breakdown of costs, labor, etcon what was completed to see if there is a portion we can cover had we done the repairsOnce we receive the documentation we would be happy to resubmit it to our claims department to review the file

Hi [redacted], We're so sorry we have not been able to meet your expectations. It's our understanding that you would like a full refund of your warranty, and we are more than willing to provide that for you. To try to resolve your AC issue -- a problem with the system blowing hot air -- we made two...

trips to your property. Our technician found the culprit to be the coil, which was completely covered in dog hair and in need of a thorough cleaning. Unfortunately, this need for coil cleaning is a maintenance concern -- something that lies beyond the scope of home warranties (across the industry). As a courtesy, we went ahead and put in new filters and did a basic wash down of the coil for you. Our recommendation, which our technician shared, is for you to schedule a chemical clean to more thoroughly clean the coil and address this maintenance issue. You have not been charged for either trip out to your property, and we will be reaching out today to discuss refunding you for the full amount of your policy. Again, we are so sorry we were not able to meet your expectations.   Sincerely, Brooke

We are very sorry for any damage that had occurred in your home.  You'd originally placed your service call on a holiday. Holidays and weekends are reserved for urgent repair items that are categorized the following way:29. Urgent Repair ItemsAir conditioners,furnaces, heat...

pumps, refrigerators, emergency plumbing leaks, or hot water heaters.   30. 24-Hour Service GuaranteeUrgent Repair Items receive top priority meaning a service provider will arrive at property within 24-hours of the time of initial service request. Urgent service requested on Sundays or Holidays will allow for a 48-hour waiting period for a service provider.The on call dispatcher received a message in the morning of July 4, 2015, from our answering service stating you had issues with your kitchen sink which is considered non-emergency.  Since there was no mention of flooding at that point the on call technician was not called upon. Then later the answering service informed the on call dispatcher at 4:00pm that same day that you’d called in again.  She returned your call at which point you’d told her that “there was food in the wall”.  Our dispatcher went over the fees with you for weekend service at that time, which are two times the normal rate. It was then noted that you'd declined the $120 fee for emergency service. Our dispatcher then advised that she would call you back Monday morning to schedule at the normal $60 rate.  We then received another message from the answering service at 5:00pm July 5, 2015, which is after business hours, that stated you had flooding. A follow up phone call was made by our dispatch department on Monday morning July 6, 2015 and the dispatcher was informed that the problem had already been resolved. We are very sorry for any confusion and inconvenience this caused. We wish we would have been able to service you.Your policy has been cancelled and the cancellation fee is being waived.  You will be refunded for the prorated amount of your policy.We do hope that you see the value in your warranty since an additional claim was called in on your policy a few days later for your air conditioning and we had someone there the same day to fix the problem. We strive to get to every customer expediently and provide them with the very best service possible.

Platinum's answer is a willful distortion of the facts. They did not come out 3 times but 5 times. My property manager NEVER missed an appointment; it is Platinum that did not show up on Friday 3-24-17.. Most customers of Platinum are not attorneys or repair men and will buy this insurance in order to avoid any potential problems while renting out their property. A key word here is TRUST. On the basis of the information given by Platinum in August we decided to buy this policy. We were clearly told that Platinum would take care of any problem within a 24 hours. Platinum stated ad verbatim : " we have most if not all parts in our warehouse, we have direct contact with all manufacturers , we are certain we can address any issue very fast, most problems are to be fixed within 24 hours" in the rare case we cannot repair something quickly we will make sure to get you a new appliance". So on this basis we bought this insurance. The reality is completely different. Platinum did NOT contact the manufacturer. Platinum's statement that we refused to take their offer on March 23 is false.We wanted this item FIXED asap, we did not want a new machine as this machine is almost brand new. We did however not want this non sense to continue forever and therefore suggested Platinum to replace this item as it seemed they had no clue how to repair the machine. However, Platinum can never just render an honest, simple answer, they will refer to some kind of paragraph in the contract ( " sure we will pay you some money but then we are not liable for this this and this and we will deduct all costs"). So this would have meant in REALITY that Platinum would pay out a very small sum. Again I want  to stress that most customers are NOT lawyers and/ or repairman and therefore most customers want a potential problem fixed within an acceptable time frame. This time frame is not acceptable.I also would like to know if platinum is licensed by the AZ insurance board.

I’m truly sorry your experience was far less than stellar. I’m so glad we were able to connect regarding this issue. We will certainly stand by our word and make this right for you. We have issued a check to you for the APS rebate in the amount of $260. We appreciate your patience with us in getting...

this resolved.

We are very sorry that you feel you've not had satisfactory service from our company.  Our company has been at your property on a few occasions for your sink running slow or being blocked.  The first service call we show for your kitchen sink being clogged was April 10,...

2014.  This was 2 days after your policy started.  We also have service calls on April 16, 2014 for the same issue of the kitchen sink running slow.  On March 27, 2015, we again sent out a plumber to clear the kitchen drain.  He ran a snake through your plumbing 30 feet into the home but after that point was unable to get past a blockage.  We chose to get a second opinion at no cost to you.  The second company was also not able to get past the blockage from the ground level clean out. Our blockage coverage is limited to snaking from ground level clean outs however they went above and beyond by getting on your roof to clear the drain from your rooftop vent. Even then they were unable to clear your drain at which point they recommended camera service, a non covered item. On July 10, 2015 we were contacted because water was backing up into your shower drain at which point our service department asked if camera service had been completed as recommended.  We fully believe that the original recommendation for camera service is an accurate one as you've had 3 different occurrences for slow drains in your home in the last 2 years. This would be a helpful baseline in telling the story as to what is going on with your drains so that we can better address the issue at hand. We realize the camera service is an added expense to you but is vital in getting this situation resolved for you. Please let us know if we can assist you in setting up this service.When you renewed your policy, you'd elected a 4 month payment plan.  You currently have 1 remaining payment for that plan. We've cancelled that payment for you. We are also waiving the $50 cancellation fee and will be refunding the prorated amount for the remainder your policy term.

[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.  The action I wish for the provider to perform is to send me a refund check for the $65.00 I paid to the office in the mail to my home address. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]