Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ Ms [redacted] has a valid complaint but the blame has not been properly distributedThere are a couple of issues we would like to clear upWe are a flat rate company, and we charge the same amount for every customer to do a specific jobWe may give options as to how the job can be repaired, but we charge the same amount for the repair, regardless of which option you chooseThis has been our policy for over years, which would be why Ms [redacted] was under the impression she did not receive a price to reroute because it is, in fact, the same charge As MS [redacted] states, we did quite a bit of negotiating, in which we settled with only charging $In our original conversation with AHS (her home warranty), we had advised that we would receive the 500.00, since this was before negotiations had begunThis is also a misconception to many homeowners since they believe that we actually collect the 500.00, when in fact, we do notThe money is kept by AHS as per our contract with them, and they place a hold on it so the customer cannot take itBecause negotiations were made after the call to AHS, when the customer tried to call in to claim her money, they would not release it to herAfter discussion with our representative at AHS, we uplifted the hold on the and informed Ms [redacted] to call in to receive her benefitsAt this time, she should be taken care ofPlease let us know if anything further is needed
Complaint: ***
I am rejecting this response because: The attached photos show that the workmanship of Plumb Genius, LLC showing that I cannot get the holes closed because they ran all of the tubing where it is not where it should beThey state they are not responsible for the sheetrock and that is true, however, they are responsible for making sure that their work is not hindering anyone else from being able to close everything back upIn the photos it shows that they didn't even make an attempt to cut off the old pipes so that they are not in the wayPoor workmanship all the way around and to attempt to charge $(Invoice #49705) for a reroute which is around $is preposterousIn your own invoice #it even states "bust floor and repair up to feet of water line and replace sand and concrete" for $which is what your company submitted but once you tried to charge me for that although you did a reroute and I told you I was going to inform AHS then your company changed what was submitted and that caused the claim by AHS to be deniedYou can see in the photos that there were holes inside to run the pex tubing yet it was just thrown togetherAlso, the personnel sent out spent more time on smoke breaks and that is why it took all day to do a simple rerouteWhether responsible for sheetrock or not destroying cabinetry simply because you “are not responsible for it" does not justify doing soI do have additional photos showing the workmanship but the attached more than shows what I can never put in wordsAlso, the people who you speak with at the office are right in line with the type of workmanship Plumb Genius, LLC doesI have paid $service trade fee, $and $toward this and that is what I am seeking a refund for
Sincerely,
*** ***
First and foremost, you have not paid for this repair, thus you cannot request a refundWe have reached out to you multiple times, sent multiple letters to your house, and now have our legal team involved to acquire the funds owed to us for this repair.Secondly, we are contracted by American Home
ShieldWe have to follow their policies and procedures and can only fix what they will coverIf they do not cover your repair, we present the price to you and you have the choice to accept or declineYou had a slab leak in your home and most slab leaks are repaired by busting a hole in the floor and replacing or repairing the piping belowThough we originally thought this would be the case in your home, we quickly realized we would have to reroute the lines through the wall in order to get the piping to run properlyYou and/or your husband were present the entire time because progress was impeded when you realized we had to cut into the cabinet to continue our repairWe stopped work for almost an hour in order to have discussions with you about why we had to access through the cabinetry and that we would make as small of a hole as possible, but that we still had to make it big enough to get in and finish the repair. Thirdly, you could not afford the repairs to begin with, and though we are not a bank, we still offered to allow you to pay out the balance, which you have yet to doYou have not made a payment toward your balance since May We did not change our invoice to reflect anything except the exact repairs that we made at your homeWe made you aware we are not responsible for replacing the sheetrock or the cabinetry before we ever began workYou signed our invoice and agreed to all repairs and paymentsWe have held up to our end of the dealWe need you to pay for the services you have received
We first want to apologize that you feel you have received poor serviceAbout your water heater, code upgrades and modifications are required in order for us to pass inspection on your water heaterWe are licensed with the state; thus, we must install our items up to state standardsEvery 2-
years, the state updates their codes, and each city must follow these restrictions, but each city is also allowed to adopt stricter codes from the International Plumbing Code Book should they so chooseYour water heater was installed in This means that there have been changes and updates to code requirements at least times since the time your tank was installedNot only that, but in April 2016, water heaters began to be manufactured in different dimensionsThis means your new water heater won’t fit the same way your old one doesWe will have to purchase new items that you may already have, simply because they won't fit on the new tankWe will also have to modify your water, drain, and gas lines to accommodate the new size of the tankWe apologize your home warranty doesn't cover to make these modifications under your current policyHowever, we want to protect your home and your family, and we want to make sure that everything is installed properly in your home, thus we must bring your water heater up to current standard codeTo do this, we must charge for what your home warranty company isn’t going to cover. With the issue pertaining to your faucet, we do not and will not accept responsibility for anything that is wrong itWe did not touch the faucet in any sort of way that would have caused it to breakWe can inform you that your faucet holds a lifetime warranty, thus if you contact the manufacturer, they will send you a new faucet at no expense to youIf you would like us to come install the new faucet once you receive it, we would be happy to do soWe want to thank you for your business, and we hope you can get your faucet needs resolved
Initial Business Response /* (1000, 5, 2015/09/11) */
Contact Name and Title: *** - owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We did arrive at the home and ran a tub machine through the waste and overflow which is the only access available for a tub stoppage
after running the machine through the drain it cleared the stoppage but the home owner stated after we left and they were taking a shower they noticed a leak coming from a light fixturewe dispatched a licensed plumber to back to there house to as the problemwhen the tech showed back up tot he house he made access through an unobstructed wall to find a drum trap made of led that was not supported in between the ceiling and the second floorwe called into the warranty company and told them what we found and they advised us and the home owner that the item was not covered under the warranty that they hadAHS advised us to give the home owner a estimate for the repairs which came to I dont know why the home owner is saying he has not herd back from plumb genius and american home shield because they both were standing there talking to the both of us on 8/28/We also contacted the home owner to respond to the Revdex.com complaint on 9/9/he responded that the complaint was with ahs and he said he was not aware of the any conversation from AHS and plumb geniusI asked the home owner if her remembered the conversation between both parties on 8/28/because we have the conversation recordedWere it clearly states that we gave the home owner a quote for dollars and that AHS was not going to cover the repairsPlumb Genius advised the home owner that we can not be held responsible for his plumbing that was installed years ago that was installed with out proper supports and a drum trap that should have never been installedWe advised the home owner we could repair the issue the day we were out on 8/28/he advised us he did not want to do the repair until he talked more with the warranty companyAs for us we consider this a closed matter since the home owner is refusing to pay for the repairs
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On Friday 8/28/15, the plumber sent out from Plumb Genius did tell us that AHS was saying that they would not pay for repair; however, he was outside talking to them without us present for approximately minutes and we were never included on a recorded conversation, to our knowledgeThe plumber stated that he asked AHS to call and explain the reason for denial to usHowever, we did not hear back from AHS and since it was the weekend we contacted the authorization dept of AHS the following Monday 8/31/They stated they would call Plumb Genius again to discuss the issue and get back with usI called multiple times to AHS and each time was told they were waiting to hear back from Plumb Genius; at that point, my husband contacted Plumb Genius and was told multiple times that someone would return our callWe never heard back from Plumb Genius until the Revdex.com complaint was filedI'm not sure if Plumb Genius truly was not returning the requests for contact from AHS or not, unfortunately, because we were never able to get a return response from Plumb Genius until after the Revdex.com complaintIf they had contacted us to let us know they had been contacted again by AHS and spoken with them, then perhaps this complaint could have been avoidedHowever, after a full week of no response and poor customer service from Plumb Genius and AHS, we had no other recourse than to contact Revdex.comUnfortunately, the shower/tub affected is the only one that we have and we have a year old son; we let both companies know that this was the case and hoped for a quick solution but instead received terrible customer service from both companiesA separate complaint has been filed with AHS
We first want to apologize for this inconvenienceWe understand this can be a bit confusing as we are not an hourly company but a flat rateThis means regardless of the time spent on the job, we charge the same flat rate according to what was entailed in the repairSometimes this can be hard to
convey over the phoneOftentimes, we cannot determine what all is needed on a job without setting eyes on it first, thus an exact quote over the phone is not always plausibleThere are some things that we can provide quotes over the phone for, such as drain cleanings and basic toilet repairsBut when we cannot determine the exact cause of failure on an item, we cannot accurately provide an estimate, and we do not want to mislead our customers.We also want to apologize for the confusion on his start and end timesThis has nothing to do with your bill since we are not an hourly companyThis is for internal purposes onlyHe accidentally included the time it took him to drive to your house from his previous jobWe have since corrected this error to reflect only the time spent at your homeNevertheless, it does not impact your bill in any way.The $charge is your service fee for us to come to your houseEven if you were not home, we would charge you this fee for a missed appointment, just like a doctor's office would doOur price book provides a flat rate of $for a washer replacementThis is because we warranty our parts and labor for up to days, and we include these warranty costs in our flat rate costsThis brought your bill to $130, which we then discounted by $25, bringing it to a total of $105, as reflected on the invoice that was emailed to youYou have yet to pay anything toward this bill, thus we are not sure what your dispute is. If there is anything further we can do to assist in this matter, please let us know
When we located the leak at your home, it was in the corner of the roomIn order to bust through the floor and make the repair, we would have had to remove the cabinets and their counter-tops entirelyWe explained this to you when we were at your residence at the time of the repairThe best option was for us to cut through the sheetrock as it is more easily put backSince the wall is on the north side, it subjects the water lines to freezing, thus we chose the cabinet next to itYour husband advised that we not secure the piping because he was going to be making changes to the cabinets and doing other additional repairsIf you have changed your mind and would like us to come back and secure it, we canBut when we were there, we were advised not to do so, and that is why the sit as they do.Currently, you still owe us $1,We have sent your numerous letters, and our attorneys office has been in contact with youPlease address this matter immediatelyPlease contact our office at ###-###-#### if you would like us to come and secure the piping
To Whom It May Concern,We apologize for any confusionWe were assigned to Ms*** by her home warranty company, American Home ShieldOn October 10, 2017, we contacted Ms*** regarding the claim we were sentAt that time, she informed us that she had already had two other plumbing companies
come to her home, and they were not able to clear her stoppageShe also advised that one of the companies had removed roots from her lineAt that time, we informed her that this could indicate an issue with her line, and that we also may not be able to resolve this issue on the first visit.We came out the following day per her requestWhen we were unsuccessful in clearing her line, we recommended to run a camera, which American Home Shield covered for herWhen we came to her home the second time, we ran the camera through her drain lines and gave her an estimate of $1,because her warranty company does not cover for repairs outside the foundation, nor do they cover for us to record the footage from the camera or mark the yard for repairIf this is something she would like done, we can do so for a small charge. We have assisted Ms*** with all that we can at this timeAfter attempting to clear her line, we ran our camera and gave her a detailed estimate of repairs needed at her homeNothing else was covered by her warranty company, but if she would like to pay the associated fees to have the extra things done at her home, we have no issues returning for the repairs/footage/markings.Please let us know if there is any other way we can help in this matter. Sincerely,Plumb Genius
Initial Business Response /* (1000, 5, 2015/04/22) */
We were dispatched to Ms***'s home through her home warranty company, AHSThey require a $service fee from their customer's just for us to show up to the home, even if the customer is not thereWe were not able to run our cable through
the cleanout that was shown to us because it was for the mainline, and the toilet that was requiring service was tied into the secondary lineThus running our cable through that cleanout would not have done any good to alleviate the stoppageEither we need to get on the roof to clear from a roof vent or pull the toilet to cable thru the flange, neither of which is covered by her home warrantyShe has the most basic coverage plan and it does not cover for the toilet to be pulled and resetWe would normally charge $to pull the toilet or $to get on the roofSecondly, we use special cables for toilets called "closet augers," and they are provided with special cable heads that will prevent scratching the toiletMs*** informed me that her brother had attempted to cable the toilet, so we can only presume that it was scratched during his attemptAt this point, it's simply one person's word against another'sWe did contact AHS to inquire about the replacement of the wax ring on the toilet, in which they did agree that it was covered on her policyBeing that there was a stoppage in her line and it was not the wax ring that needed replaced, we do not feel we should have to pay for this however we will reimburse the $to smooth over this situationIf there is anything further we can help Ms*** with, please feel free to contact our office
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My brother pulled the toilet, ran a foot snake which inclogged my stoppageTherefore he did not scratch my toiletThe plumb genius plumber did not pull my toilet, ran a ft snake, scratched my toilet and did not unclog my toiletFirst, how does a plumber not know to run more than a ft snake if it didn't unclog within that ft? Common sense would tell you to run more than ftThen to tell me my warranty doesn't cover pulling a toilet when it does, therefore someone isn't doing their jobMy warranty states it covers replacement of wax rings and in that same paragraph it also states it covers pulling toiletsI feel the plumber was trying to do a quick job then charge me $to locate and construct a clean out when I already had oneThere was no need to go through the vent pipe on my roof nor the clean out because again I say, my brother pulled the toilet and ran ft of snake and inclogged my stoppageThe plumber either didn't know his job or was trying to "pull a fast one " on meYes I will accept the refund of $of my deductible but because of the company not returning my calls and avoiding me, I'm asking for a refund of the rental of the snake, wax ring, and a toiletThis could have been avoided if they would have returned my callsThe snake and wax ring was around a total of $50, my brother has the receiptsNot sure what a toilet is but its a inch jacuzziI'm a real nice person, I understand mistakes are made, but the most frustrating thing is that my calls weren't returnedThis behavior was so unprofessional
Final Business Response /* (4000, 9, 2015/05/04) */
We thank you for your responseAt this time, we do not feel we are responsible for your toilet, thus we will not pay to have it replacedWe do not use cables that would cause damage to a toilet bowl
We are willing to add the $for the parts to the $service fee that you paid for a total of $The check will go out within the next two days
We apologize for the misunderstanding you had with our company, but we do hope that you will consider us for any future plumbing that you may needThank you
Final Consumer Response /* (2000, 11, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the monetary offerI didn't expect that you would replace my toilet that's why I gave the option for you to fix the scratchesYour plumber did scratch the toilet with his snakeI understand you want to stand behind your employee but you may want to take this situation as a learning lesson to your employeesA plumber should know to run a longer snake if the initial ft doesn't unclogA plumber should know what a clean out is and what it looks likeA plumber should have never said he needed to go through the roof vent til he ran a longer snakeHe should have never stated what he thought my warranty covered till he knew for sure because my warranty clearly states it covers pulling toilets and replacing wax rings, which is something he should have done from the beginning and I wouldn't have to be looking at an ugly scratched toiletAnd as for your office help, they should have as well as you should have returned my multiple callsIf that would have been done in the beginning this could have been avoided
Initial Business Response /* (1000, 5, 2015/04/08) */
I would like to begin by apologizing for this terrible misunderstandingYou claim that someone from our company called you at 10am on Sunday to schedule you for Monday between and 5pmI reviewed our call logs for Sunday for all of our
business lines and did not find where anyone had given you a call to set this appointmentOn another note, your home warranty company, AHS, sent over two work orders for you, dispatch XXXXXXXXX and XXXXXXXXXShortly afterward, they sent us two cancellations, and in their emails, they notated the job needed to be cancelled per the homeowner's requestI would be happy to send you a copy of these emails if you would like to see themWith that being said, I do not think we are fully to blame, but I again apologize for this misunderstandingI understand that we were not there during that time you thought we would be, but we did accommodate you when you called our office yesterday, and we had someone to your home first thing this morning, which is still within our guidelines with AHSIf you have any further issues or complaints, you may contact our office, and we will be happy to assist you
Initial Consumer Rebuttal /* (3000, 7, 2015/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to AHS they did not place any cancellations and Kimberly at Plum Genius had said they had a record that I had personally contacted them to cancel the service orderPlumb Genius was EXTREMELY insisting that I hd placed the cancellation which I explained that I did notI was totally accused by Plumb Genius I had cancelled the service call and Kimberely COMPLETELY refused my recant of placing the service cancellation and was extremely rude nd refused to accept it was Plumb Genius who cancelled the service callAgain, Plumb Genius is trying to blame either me or AHS as AHS records indicate I never made contact with them nd their records showed they did not cancel the service callI want a official apology from Plumb Genius especially from Kimberly for their accusation of me and indicate all the problem occurred at Plumb GeniusNote: Kimberly also had indicated that a service appointment was never given to me even though I was given the apoiintment time between 3-pm for Tuesday April 7thNote: Plumb Genius had called me at 10am on Monday for the service appointment on TuesdayPlumb Genius is not open on Sunday and so there could not be anyone who would call me on SundayThis is another incorrect statement made by Plumb GeniusThe main problem is the extremely poor customer service by Kimberly and the rude accusation that I had of placed the cancellation call
Final Business Response /* (4000, 9, 2015/04/17) */
We have copy and pasted one of the cancellation emails AHS sent to us in the body of this message, so you may see that we did receive themWe stated previously we would be happy to provide these emails for youIt is as follows:
American Home Shield
Autho Department (contractors only) 800/XXX-XXXX
Customer Service Department (homeowners/contractors) 800/XXX-XXXX
CANCEL
Vendor #: XXXXXXX Vendor: PLUMB GENIUS L.L.C
Phone Number: (XXX) XXX-XXXX Fax: (XXX) XXX-XXXX
Notes:
** AC FREON RECAPTURE COVERED **
** SEER COVERAGE **
** REMINDER: COMPLETION DATE MUST BE PROVIDED TO AHS FOR ALL SERVICE CALLS ** **HVAC REFRIGERANT $PER POUND LIMIT PER OCCURRENCE** Please cancel per customer's request
Dispatch Type: Original Service Fee Due : $
Urgency : Service Fee Paid: $
_______
Net To Collect : $
Dispatch ID : XXXXXXXXX
Dispatch Date: 04/05/XXXX XX:XX
Item XXXXX : Leaks
ATG - not working
Customer: *** *** Buyer
(XXX) XXX-XXXX - Home
Property Address: XXXXX E *** ** S
*** *** ** XXXXX-XXXX
Please take special care to notice where they inserted to "please cancel per customer's request." We would appreciate you not calling us liars or claiming that we have information when we are the only ones in this equation who can provide documented proof of our claimsSecondly, we apologized twice to you in our previous responseIf all you are seeking is a formal apology, we have given that to you, and we again apologize for this big misunderstandingLastly, in your first response, you claimed "I was scheduled for service on April 6, (which I assume you meant 2015) between 3-5pmIn you second response you claim "I was given the appointment time between 3-5pm for Tuesday April 7th)Your responses regarding this claim are contradictory and misleadingI am not sure at this point when you were contacted and scheduled for because your statements are not the sameWe have already been to your home and attended your issueWe have apologized many times and we have provided proof of our claims to youI am unsure at this point what else you would like for us to doIf there is anything further you need from us, please feel free to contact our office
Initial Business Response /* (1000, 5, 2015/11/30) */
First, I would like to apologize for the delayed response; I have been out of town for the holidays.
I have tried to reach out to Ms. [redacted] on multiple occasions since receiving this review. I called her on November 18th at 9:10am and left her...
a message to call me back, so we could discuss this. After no return call, I reached out to her again on November 19th at 11:40am and left another message. Before leaving for the day, knowing I would be gone for a week, I sent her an email advising of when and where she could reach me, as well as informing her that I would be out of town but would respond as soon as I returned. I have reviewed all voice messages and emails left for me while I was out of the office, but none of them were from Ms. [redacted].
Upon reviewing her account, I found that we have not been to her house since March 28th of this year. Of the two visits we have made to her home this year, neither job called for us to create access holes in her sheetrock. We ran a sewer cable down a cleanout under her kitchen sink on the first visit, and the second visit we ran a cable down her roof vent. Thus, I am not sure what she is referring to with her complaint. That is why I have been trying to reach out to her, so I can get more information on what has happened. My records do not indicate any such issues to which she is claiming, and our invoices strictly state that we are not responsible for any customer's sheetrock.
If Ms. [redacted] happens to read this follow-up, I would like for her to contact me at any one of the emails or phone numbers that I have provided for her, so we may discuss this in more detail. Until that time, there is nothing I can do.
Initial Business Response /* (1000, 5, 2016/01/26) */
Mr. [redacted],
We have been to your house three times to level the yard and fix your fence. These dates are November 10th, January 4th and January 20th. I'm sorry your fence was broken when it was taken down. That was unfortunately done by a...
subcontractor that we had hired to help us with the dig. However, since that time, we have not only repaired your fence, but we have leveled both yards and replaced your fence caps. We hope that you are satisfied with what we have done up to this point. If for any reason you are still not satisfied, please let us know.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
when you sent out someone on the 10th of November they told me that they could not level it by hand and they would look for the fence caps since the ones they got were not the right ones as for the 4th nobody showed and as for the fence you used the caps that you brought out on the 20th and they are still wrong the ones you used alloys my fence to stick up past my top rail over 4 1/2" and this I am not ok with.
Final Business Response /* (4000, 9, 2016/02/01) */
Sir, as we have explained many times, the current fence caps that you have are not available anymore, so we provided you with the next best thing.
I am not concerned with any other issues as I feel they have been resolved already and do not feel the need to argue about them over the internet.
If there is anything else I can assist you with, please let us know.
Complaint: [redacted]
I am rejecting this response from Plumb Genius for the following reasons:
1. Please provide a document with my signature that stated that Plumb Genius is not responsible for the repair of the sprinkler lines. To my knowledge I signed...
no such document and if it was attached to the Plumb Genius’s response as stated then I did not receive a copy from the Revdex.com.
2. I would like an itemized invoice of what the $8,100 paid for, because I never received a copy. Insurance paid $3,000 and I had to pay an additional $5,100. I would like to know exactly what I paid for if possible.
3. Per the Plumb Genius response “Any trash or debris was removed from her yard”. When the sprinkler system pipe was ripped out of the ground and thrown in my backyard along with the old sewer pipe, it stayed there for about three months. I do not feel like Plumb Genius thinks there is anything wrong with this type of service and they have definitely not apologized or explained why this happened.
4. Per Plumb Genius’s response they are only contracted for “rough backfill only”. I would like an explanation on why the “rough backfill only” took 3 months to complete.
5. Multiple attempts were made to try and contact Plumb Genius over the 3 month period and I never received a response. I kept leaving messages with the receptionist and never received a call back. I do not believe a company with this type of customer service deserves an A+ rating with the Revdex.com. I would like Plumb Genius to respond to explain why this happened.
6. I had a verbal contract when I handed the $5,100 check to the Plumb Genius employee the day the hole was dug and the sewer line fixed. When I asked about the sprinklers I was told “Everything would be put back the way it was”. There was no mention of additional payment required to make this happen. I was told the price and I paid it. If they would have told me it would be additional to fix sprinklers I would not have waited 3 months to hire someone else to do the work.
7. I would like to receive a copy of the $1,200 estimate to replace the sprinkler lines because I do not believe this happened. I hired the “3 people” Plumb Genius stated I refused, and the cost was $2,600. Please see the attached copy of the invoice. They did great work, however this is the $2,600 I am requesting because this should have been paid by Plumb Genius. If Plumb Genius would have been more careful taking the sprinklers out then it would not have cost so much to replace them. If they were giving a $1,200 estimate it was not communicated to me or I would have paid that. Again, horrible customer service and communication from Plumb Genius.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/04/15) */
Ms. [redacted] has a valid complaint but the blame has not been properly distributed. There are a couple of issues we would like to clear up. We are a flat rate company, and we charge the same amount for every customer to do a specific job. We...
may give options as to how the job can be repaired, but we charge the same amount for the repair, regardless of which option you choose. This has been our policy for over 10 years, which would be why Ms. [redacted] was under the impression she did not receive a price to reroute because it is, in fact, the same charge.
As MS. [redacted] states, we did quite a bit of negotiating, in which we settled with only charging $1500.00. In our original conversation with AHS (her home warranty), we had advised that we would receive the 500.00, since this was before negotiations had begun. This is also a misconception to many homeowners since they believe that we actually collect the 500.00, when in fact, we do not. The money is kept by AHS as per our contract with them, and they place a hold on it so the customer cannot take it. Because negotiations were made after the call to AHS, when the customer tried to call in to claim her money, they would not release it to her. After discussion with our representative at AHS, we uplifted the hold on the 500.00 and informed Ms. [redacted] to call in to receive her benefits. At this time, she should be taken care of. Please let us know if anything further is needed.
Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ Ms [redacted] has a valid complaint but the blame has not been properly distributedThere are a couple of issues we would like to clear upWe are a flat rate company, and we charge the same amount for every customer to do a specific jobWe may give options as to how the job can be repaired, but we charge the same amount for the repair, regardless of which option you chooseThis has been our policy for over years, which would be why Ms [redacted] was under the impression she did not receive a price to reroute because it is, in fact, the same charge As MS [redacted] states, we did quite a bit of negotiating, in which we settled with only charging $In our original conversation with AHS (her home warranty), we had advised that we would receive the 500.00, since this was before negotiations had begunThis is also a misconception to many homeowners since they believe that we actually collect the 500.00, when in fact, we do notThe money is kept by AHS as per our contract with them, and they place a hold on it so the customer cannot take itBecause negotiations were made after the call to AHS, when the customer tried to call in to claim her money, they would not release it to herAfter discussion with our representative at AHS, we uplifted the hold on the and informed Ms [redacted] to call in to receive her benefitsAt this time, she should be taken care ofPlease let us know if anything further is needed
Complaint: ***
I am rejecting this response because: The attached photos show that the workmanship of Plumb Genius, LLC showing that I cannot get the holes closed because they ran all of the tubing where it is not where it should beThey state they are not responsible for the sheetrock and that is true, however, they are responsible for making sure that their work is not hindering anyone else from being able to close everything back upIn the photos it shows that they didn't even make an attempt to cut off the old pipes so that they are not in the wayPoor workmanship all the way around and to attempt to charge $(Invoice #49705) for a reroute which is around $is preposterousIn your own invoice #it even states "bust floor and repair up to feet of water line and replace sand and concrete" for $which is what your company submitted but once you tried to charge me for that although you did a reroute and I told you I was going to inform AHS then your company changed what was submitted and that caused the claim by AHS to be deniedYou can see in the photos that there were holes inside to run the pex tubing yet it was just thrown togetherAlso, the personnel sent out spent more time on smoke breaks and that is why it took all day to do a simple rerouteWhether responsible for sheetrock or not destroying cabinetry simply because you “are not responsible for it" does not justify doing soI do have additional photos showing the workmanship but the attached more than shows what I can never put in wordsAlso, the people who you speak with at the office are right in line with the type of workmanship Plumb Genius, LLC doesI have paid $service trade fee, $and $toward this and that is what I am seeking a refund for
Sincerely,
*** ***
First and foremost, you have not paid for this repair, thus you cannot request a refundWe have reached out to you multiple times, sent multiple letters to your house, and now have our legal team involved to acquire the funds owed to us for this repair.Secondly, we are contracted by American Home
ShieldWe have to follow their policies and procedures and can only fix what they will coverIf they do not cover your repair, we present the price to you and you have the choice to accept or declineYou had a slab leak in your home and most slab leaks are repaired by busting a hole in the floor and replacing or repairing the piping belowThough we originally thought this would be the case in your home, we quickly realized we would have to reroute the lines through the wall in order to get the piping to run properlyYou and/or your husband were present the entire time because progress was impeded when you realized we had to cut into the cabinet to continue our repairWe stopped work for almost an hour in order to have discussions with you about why we had to access through the cabinetry and that we would make as small of a hole as possible, but that we still had to make it big enough to get in and finish the repair. Thirdly, you could not afford the repairs to begin with, and though we are not a bank, we still offered to allow you to pay out the balance, which you have yet to doYou have not made a payment toward your balance since May We did not change our invoice to reflect anything except the exact repairs that we made at your homeWe made you aware we are not responsible for replacing the sheetrock or the cabinetry before we ever began workYou signed our invoice and agreed to all repairs and paymentsWe have held up to our end of the dealWe need you to pay for the services you have received
We first want to apologize that you feel you have received poor serviceAbout your water heater, code upgrades and modifications are required in order for us to pass inspection on your water heaterWe are licensed with the state; thus, we must install our items up to state standardsEvery 2-
years, the state updates their codes, and each city must follow these restrictions, but each city is also allowed to adopt stricter codes from the International Plumbing Code Book should they so chooseYour water heater was installed in This means that there have been changes and updates to code requirements at least times since the time your tank was installedNot only that, but in April 2016, water heaters began to be manufactured in different dimensionsThis means your new water heater won’t fit the same way your old one doesWe will have to purchase new items that you may already have, simply because they won't fit on the new tankWe will also have to modify your water, drain, and gas lines to accommodate the new size of the tankWe apologize your home warranty doesn't cover to make these modifications under your current policyHowever, we want to protect your home and your family, and we want to make sure that everything is installed properly in your home, thus we must bring your water heater up to current standard codeTo do this, we must charge for what your home warranty company isn’t going to cover. With the issue pertaining to your faucet, we do not and will not accept responsibility for anything that is wrong itWe did not touch the faucet in any sort of way that would have caused it to breakWe can inform you that your faucet holds a lifetime warranty, thus if you contact the manufacturer, they will send you a new faucet at no expense to youIf you would like us to come install the new faucet once you receive it, we would be happy to do soWe want to thank you for your business, and we hope you can get your faucet needs resolved
Initial Business Response /* (1000, 5, 2015/09/11) */
s the problemwhen the tech showed back up tot he house he made access through an unobstructed wall to find a drum trap made of led that was not supported in between the ceiling and the second floorwe called into the warranty company and told them what we found and they advised us and the home owner that the item was not covered under the warranty that they hadAHS advised us to give the home owner a estimate for the repairs which came to I dont know why the home owner is saying he has not herd back from plumb genius and american home shield because they both were standing there talking to the both of us on 8/28/We also contacted the home owner to respond to the Revdex.com complaint on 9/9/he responded that the complaint was with ahs and he said he was not aware of the any conversation from AHS and plumb geniusI asked the home owner if her remembered the conversation between both parties on 8/28/because we have the conversation recordedWere it clearly states that we gave the home owner a quote for dollars and that AHS was not going to cover the repairsPlumb Genius advised the home owner that we can not be held responsible for his plumbing that was installed years ago that was installed with out proper supports and a drum trap that should have never been installedWe advised the home owner we could repair the issue the day we were out on 8/28/he advised us he did not want to do the repair until he talked more with the warranty companyAs for us we consider this a closed matter since the home owner is refusing to pay for the repairs
Contact Name and Title: *** - owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We did arrive at the home and ran a tub machine through the waste and overflow which is the only access available for a tub stoppage
after running the machine through the drain it cleared the stoppage but the home owner stated after we left and they were taking a shower they noticed a leak coming from a light fixturewe dispatched a licensed plumber to back to there house to a
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On Friday 8/28/15, the plumber sent out from Plumb Genius did tell us that AHS was saying that they would not pay for repair; however, he was outside talking to them without us present for approximately minutes and we were never included on a recorded conversation, to our knowledgeThe plumber stated that he asked AHS to call and explain the reason for denial to usHowever, we did not hear back from AHS and since it was the weekend we contacted the authorization dept of AHS the following Monday 8/31/They stated they would call Plumb Genius again to discuss the issue and get back with usI called multiple times to AHS and each time was told they were waiting to hear back from Plumb Genius; at that point, my husband contacted Plumb Genius and was told multiple times that someone would return our callWe never heard back from Plumb Genius until the Revdex.com complaint was filedI'm not sure if Plumb Genius truly was not returning the requests for contact from AHS or not, unfortunately, because we were never able to get a return response from Plumb Genius until after the Revdex.com complaintIf they had contacted us to let us know they had been contacted again by AHS and spoken with them, then perhaps this complaint could have been avoidedHowever, after a full week of no response and poor customer service from Plumb Genius and AHS, we had no other recourse than to contact Revdex.comUnfortunately, the shower/tub affected is the only one that we have and we have a year old son; we let both companies know that this was the case and hoped for a quick solution but instead received terrible customer service from both companiesA separate complaint has been filed with AHS
We first want to apologize for this inconvenienceWe understand this can be a bit confusing as we are not an hourly company but a flat rateThis means regardless of the time spent on the job, we charge the same flat rate according to what was entailed in the repairSometimes this can be hard to
convey over the phoneOftentimes, we cannot determine what all is needed on a job without setting eyes on it first, thus an exact quote over the phone is not always plausibleThere are some things that we can provide quotes over the phone for, such as drain cleanings and basic toilet repairsBut when we cannot determine the exact cause of failure on an item, we cannot accurately provide an estimate, and we do not want to mislead our customers.We also want to apologize for the confusion on his start and end timesThis has nothing to do with your bill since we are not an hourly companyThis is for internal purposes onlyHe accidentally included the time it took him to drive to your house from his previous jobWe have since corrected this error to reflect only the time spent at your homeNevertheless, it does not impact your bill in any way.The $charge is your service fee for us to come to your houseEven if you were not home, we would charge you this fee for a missed appointment, just like a doctor's office would doOur price book provides a flat rate of $for a washer replacementThis is because we warranty our parts and labor for up to days, and we include these warranty costs in our flat rate costsThis brought your bill to $130, which we then discounted by $25, bringing it to a total of $105, as reflected on the invoice that was emailed to youYou have yet to pay anything toward this bill, thus we are not sure what your dispute is. If there is anything further we can do to assist in this matter, please let us know
When we located the leak at your home, it was in the corner of the roomIn order to bust through the floor and make the repair, we would have had to remove the cabinets and their counter-tops entirelyWe explained this to you when we were at your residence at the time of the repairThe best option was for us to cut through the sheetrock as it is more easily put backSince the wall is on the north side, it subjects the water lines to freezing, thus we chose the cabinet next to itYour husband advised that we not secure the piping because he was going to be making changes to the cabinets and doing other additional repairsIf you have changed your mind and would like us to come back and secure it, we canBut when we were there, we were advised not to do so, and that is why the sit as they do.Currently, you still owe us $1,We have sent your numerous letters, and our attorneys office has been in contact with youPlease address this matter immediatelyPlease contact our office at ###-###-#### if you would like us to come and secure the piping
To Whom It May Concern,We apologize for any confusionWe were assigned to Ms*** by her home warranty company, American Home ShieldOn October 10, 2017, we contacted Ms*** regarding the claim we were sentAt that time, she informed us that she had already had two other plumbing companies
come to her home, and they were not able to clear her stoppageShe also advised that one of the companies had removed roots from her lineAt that time, we informed her that this could indicate an issue with her line, and that we also may not be able to resolve this issue on the first visit.We came out the following day per her requestWhen we were unsuccessful in clearing her line, we recommended to run a camera, which American Home Shield covered for herWhen we came to her home the second time, we ran the camera through her drain lines and gave her an estimate of $1,because her warranty company does not cover for repairs outside the foundation, nor do they cover for us to record the footage from the camera or mark the yard for repairIf this is something she would like done, we can do so for a small charge. We have assisted Ms*** with all that we can at this timeAfter attempting to clear her line, we ran our camera and gave her a detailed estimate of repairs needed at her homeNothing else was covered by her warranty company, but if she would like to pay the associated fees to have the extra things done at her home, we have no issues returning for the repairs/footage/markings.Please let us know if there is any other way we can help in this matter. Sincerely,Plumb Genius
Initial Business Response /* (1000, 5, 2015/04/22) */
We were dispatched to Ms***'s home through her home warranty company, AHSThey require a $service fee from their customer's just for us to show up to the home, even if the customer is not thereWe were not able to run our cable through
the cleanout that was shown to us because it was for the mainline, and the toilet that was requiring service was tied into the secondary lineThus running our cable through that cleanout would not have done any good to alleviate the stoppageEither we need to get on the roof to clear from a roof vent or pull the toilet to cable thru the flange, neither of which is covered by her home warrantyShe has the most basic coverage plan and it does not cover for the toilet to be pulled and resetWe would normally charge $to pull the toilet or $to get on the roofSecondly, we use special cables for toilets called "closet augers," and they are provided with special cable heads that will prevent scratching the toiletMs*** informed me that her brother had attempted to cable the toilet, so we can only presume that it was scratched during his attemptAt this point, it's simply one person's word against another'sWe did contact AHS to inquire about the replacement of the wax ring on the toilet, in which they did agree that it was covered on her policyBeing that there was a stoppage in her line and it was not the wax ring that needed replaced, we do not feel we should have to pay for this however we will reimburse the $to smooth over this situationIf there is anything further we can help Ms*** with, please feel free to contact our office
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My brother pulled the toilet, ran a foot snake which inclogged my stoppageTherefore he did not scratch my toiletThe plumb genius plumber did not pull my toilet, ran a ft snake, scratched my toilet and did not unclog my toiletFirst, how does a plumber not know to run more than a ft snake if it didn't unclog within that ft? Common sense would tell you to run more than ftThen to tell me my warranty doesn't cover pulling a toilet when it does, therefore someone isn't doing their jobMy warranty states it covers replacement of wax rings and in that same paragraph it also states it covers pulling toiletsI feel the plumber was trying to do a quick job then charge me $to locate and construct a clean out when I already had oneThere was no need to go through the vent pipe on my roof nor the clean out because again I say, my brother pulled the toilet and ran ft of snake and inclogged my stoppageThe plumber either didn't know his job or was trying to "pull a fast one " on meYes I will accept the refund of $of my deductible but because of the company not returning my calls and avoiding me, I'm asking for a refund of the rental of the snake, wax ring, and a toiletThis could have been avoided if they would have returned my callsThe snake and wax ring was around a total of $50, my brother has the receiptsNot sure what a toilet is but its a inch jacuzziI'm a real nice person, I understand mistakes are made, but the most frustrating thing is that my calls weren't returnedThis behavior was so unprofessional
Final Business Response /* (4000, 9, 2015/05/04) */
We thank you for your responseAt this time, we do not feel we are responsible for your toilet, thus we will not pay to have it replacedWe do not use cables that would cause damage to a toilet bowl
We are willing to add the $for the parts to the $service fee that you paid for a total of $The check will go out within the next two days
We apologize for the misunderstanding you had with our company, but we do hope that you will consider us for any future plumbing that you may needThank you
Final Consumer Response /* (2000, 11, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the monetary offerI didn't expect that you would replace my toilet that's why I gave the option for you to fix the scratchesYour plumber did scratch the toilet with his snakeI understand you want to stand behind your employee but you may want to take this situation as a learning lesson to your employeesA plumber should know to run a longer snake if the initial ft doesn't unclogA plumber should know what a clean out is and what it looks likeA plumber should have never said he needed to go through the roof vent til he ran a longer snakeHe should have never stated what he thought my warranty covered till he knew for sure because my warranty clearly states it covers pulling toilets and replacing wax rings, which is something he should have done from the beginning and I wouldn't have to be looking at an ugly scratched toiletAnd as for your office help, they should have as well as you should have returned my multiple callsIf that would have been done in the beginning this could have been avoided
Initial Business Response /* (1000, 5, 2015/04/08) */
I would like to begin by apologizing for this terrible misunderstandingYou claim that someone from our company called you at 10am on Sunday to schedule you for Monday between and 5pmI reviewed our call logs for Sunday for all of our
business lines and did not find where anyone had given you a call to set this appointmentOn another note, your home warranty company, AHS, sent over two work orders for you, dispatch XXXXXXXXX and XXXXXXXXXShortly afterward, they sent us two cancellations, and in their emails, they notated the job needed to be cancelled per the homeowner's requestI would be happy to send you a copy of these emails if you would like to see themWith that being said, I do not think we are fully to blame, but I again apologize for this misunderstandingI understand that we were not there during that time you thought we would be, but we did accommodate you when you called our office yesterday, and we had someone to your home first thing this morning, which is still within our guidelines with AHSIf you have any further issues or complaints, you may contact our office, and we will be happy to assist you
Initial Consumer Rebuttal /* (3000, 7, 2015/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to AHS they did not place any cancellations and Kimberly at Plum Genius had said they had a record that I had personally contacted them to cancel the service orderPlumb Genius was EXTREMELY insisting that I hd placed the cancellation which I explained that I did notI was totally accused by Plumb Genius I had cancelled the service call and Kimberely COMPLETELY refused my recant of placing the service cancellation and was extremely rude nd refused to accept it was Plumb Genius who cancelled the service callAgain, Plumb Genius is trying to blame either me or AHS as AHS records indicate I never made contact with them nd their records showed they did not cancel the service callI want a official apology from Plumb Genius especially from Kimberly for their accusation of me and indicate all the problem occurred at Plumb GeniusNote: Kimberly also had indicated that a service appointment was never given to me even though I was given the apoiintment time between 3-pm for Tuesday April 7thNote: Plumb Genius had called me at 10am on Monday for the service appointment on TuesdayPlumb Genius is not open on Sunday and so there could not be anyone who would call me on SundayThis is another incorrect statement made by Plumb GeniusThe main problem is the extremely poor customer service by Kimberly and the rude accusation that I had of placed the cancellation call
Final Business Response /* (4000, 9, 2015/04/17) */
We have copy and pasted one of the cancellation emails AHS sent to us in the body of this message, so you may see that we did receive themWe stated previously we would be happy to provide these emails for youIt is as follows:
American Home Shield
Autho Department (contractors only) 800/XXX-XXXX
Customer Service Department (homeowners/contractors) 800/XXX-XXXX
CANCEL
Vendor #: XXXXXXX Vendor: PLUMB GENIUS L.L.C
Phone Number: (XXX) XXX-XXXX Fax: (XXX) XXX-XXXX
Notes:
** AC FREON RECAPTURE COVERED **
** SEER COVERAGE **
** REMINDER: COMPLETION DATE MUST BE PROVIDED TO AHS FOR ALL SERVICE CALLS ** **HVAC REFRIGERANT $PER POUND LIMIT PER OCCURRENCE** Please cancel per customer's request
Dispatch Type: Original Service Fee Due : $
Urgency : Service Fee Paid: $
_______
Net To Collect : $
Dispatch ID : XXXXXXXXX
Dispatch Date: 04/05/XXXX XX:XX
Item XXXXX : Leaks
ATG - not working
Customer: *** *** Buyer
(XXX) XXX-XXXX - Home
Property Address: XXXXX E *** ** S
*** *** ** XXXXX-XXXX
Please take special care to notice where they inserted to "please cancel per customer's request." We would appreciate you not calling us liars or claiming that we have information when we are the only ones in this equation who can provide documented proof of our claimsSecondly, we apologized twice to you in our previous responseIf all you are seeking is a formal apology, we have given that to you, and we again apologize for this big misunderstandingLastly, in your first response, you claimed "I was scheduled for service on April 6, (which I assume you meant 2015) between 3-5pmIn you second response you claim "I was given the appointment time between 3-5pm for Tuesday April 7th)Your responses regarding this claim are contradictory and misleadingI am not sure at this point when you were contacted and scheduled for because your statements are not the sameWe have already been to your home and attended your issueWe have apologized many times and we have provided proof of our claims to youI am unsure at this point what else you would like for us to doIf there is anything further you need from us, please feel free to contact our office
Initial Business Response /* (1000, 5, 2015/11/30) */
First, I would like to apologize for the delayed response; I have been out of town for the holidays.
I have tried to reach out to Ms. [redacted] on multiple occasions since receiving this review. I called her on November 18th at 9:10am and left her...
a message to call me back, so we could discuss this. After no return call, I reached out to her again on November 19th at 11:40am and left another message. Before leaving for the day, knowing I would be gone for a week, I sent her an email advising of when and where she could reach me, as well as informing her that I would be out of town but would respond as soon as I returned. I have reviewed all voice messages and emails left for me while I was out of the office, but none of them were from Ms. [redacted].
Upon reviewing her account, I found that we have not been to her house since March 28th of this year. Of the two visits we have made to her home this year, neither job called for us to create access holes in her sheetrock. We ran a sewer cable down a cleanout under her kitchen sink on the first visit, and the second visit we ran a cable down her roof vent. Thus, I am not sure what she is referring to with her complaint. That is why I have been trying to reach out to her, so I can get more information on what has happened. My records do not indicate any such issues to which she is claiming, and our invoices strictly state that we are not responsible for any customer's sheetrock.
If Ms. [redacted] happens to read this follow-up, I would like for her to contact me at any one of the emails or phone numbers that I have provided for her, so we may discuss this in more detail. Until that time, there is nothing I can do.
Attached.
Initial Business Response /* (1000, 5, 2016/01/26) */
Mr. [redacted],
We have been to your house three times to level the yard and fix your fence. These dates are November 10th, January 4th and January 20th. I'm sorry your fence was broken when it was taken down. That was unfortunately done by a...
subcontractor that we had hired to help us with the dig. However, since that time, we have not only repaired your fence, but we have leveled both yards and replaced your fence caps. We hope that you are satisfied with what we have done up to this point. If for any reason you are still not satisfied, please let us know.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
when you sent out someone on the 10th of November they told me that they could not level it by hand and they would look for the fence caps since the ones they got were not the right ones as for the 4th nobody showed and as for the fence you used the caps that you brought out on the 20th and they are still wrong the ones you used alloys my fence to stick up past my top rail over 4 1/2" and this I am not ok with.
Final Business Response /* (4000, 9, 2016/02/01) */
Sir, as we have explained many times, the current fence caps that you have are not available anymore, so we provided you with the next best thing.
I am not concerned with any other issues as I feel they have been resolved already and do not feel the need to argue about them over the internet.
If there is anything else I can assist you with, please let us know.
Complaint: [redacted]
I am rejecting this response from Plumb Genius for the following reasons:
1. Please provide a document with my signature that stated that Plumb Genius is not responsible for the repair of the sprinkler lines. To my knowledge I signed...
no such document and if it was attached to the Plumb Genius’s response as stated then I did not receive a copy from the Revdex.com.
2. I would like an itemized invoice of what the $8,100 paid for, because I never received a copy. Insurance paid $3,000 and I had to pay an additional $5,100. I would like to know exactly what I paid for if possible.
3. Per the Plumb Genius response “Any trash or debris was removed from her yard”. When the sprinkler system pipe was ripped out of the ground and thrown in my backyard along with the old sewer pipe, it stayed there for about three months. I do not feel like Plumb Genius thinks there is anything wrong with this type of service and they have definitely not apologized or explained why this happened.
4. Per Plumb Genius’s response they are only contracted for “rough backfill only”. I would like an explanation on why the “rough backfill only” took 3 months to complete.
5. Multiple attempts were made to try and contact Plumb Genius over the 3 month period and I never received a response. I kept leaving messages with the receptionist and never received a call back. I do not believe a company with this type of customer service deserves an A+ rating with the Revdex.com. I would like Plumb Genius to respond to explain why this happened.
6. I had a verbal contract when I handed the $5,100 check to the Plumb Genius employee the day the hole was dug and the sewer line fixed. When I asked about the sprinklers I was told “Everything would be put back the way it was”. There was no mention of additional payment required to make this happen. I was told the price and I paid it. If they would have told me it would be additional to fix sprinklers I would not have waited 3 months to hire someone else to do the work.
7. I would like to receive a copy of the $1,200 estimate to replace the sprinkler lines because I do not believe this happened. I hired the “3 people” Plumb Genius stated I refused, and the cost was $2,600. Please see the attached copy of the invoice. They did great work, however this is the $2,600 I am requesting because this should have been paid by Plumb Genius. If Plumb Genius would have been more careful taking the sprinklers out then it would not have cost so much to replace them. If they were giving a $1,200 estimate it was not communicated to me or I would have paid that. Again, horrible customer service and communication from Plumb Genius.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/04/15) */
Ms. [redacted] has a valid complaint but the blame has not been properly distributed. There are a couple of issues we would like to clear up. We are a flat rate company, and we charge the same amount for every customer to do a specific job. We...
may give options as to how the job can be repaired, but we charge the same amount for the repair, regardless of which option you choose. This has been our policy for over 10 years, which would be why Ms. [redacted] was under the impression she did not receive a price to reroute because it is, in fact, the same charge.
As MS. [redacted] states, we did quite a bit of negotiating, in which we settled with only charging $1500.00. In our original conversation with AHS (her home warranty), we had advised that we would receive the 500.00, since this was before negotiations had begun. This is also a misconception to many homeowners since they believe that we actually collect the 500.00, when in fact, we do not. The money is kept by AHS as per our contract with them, and they place a hold on it so the customer cannot take it. Because negotiations were made after the call to AHS, when the customer tried to call in to claim her money, they would not release it to her. After discussion with our representative at AHS, we uplifted the hold on the 500.00 and informed Ms. [redacted] to call in to receive her benefits. At this time, she should be taken care of. Please let us know if anything further is needed.