Queen of Clean

Dear [redacted] :Thank you for the notice of the complaint This is the FIRST knowledge that I have of this complaint, and we are familiar with her issues.I am attaching our previous letter to her which explains our position In short, we did a water main service near her problem area The leak, dampness, mold, etc., is NOT related to our work We looked again at our work and found it dry We did notice, however, that she has (apparently) allowed the leakage from her air conditioning condensation (around the corner, approximately 3-feet away from our work) erode the dirt abutting her house near our penetration, pitching her A/C condensate water TOWARDS her house Water is to be pitched AWAY from the house, not towards it We have explained this to her and she does not accept it Her call for a WWSC inspector has ALREADY BEEN MET, as we have a passed permit from them for this job.We sincerely hope that this complaint does not affect our hard-earned A+ status with the Revdex.com.I am c/c'ing Marc Wolfe, who will email you pictures of the dryness of our area and the defect of her round the corner leak Can you please acknowledge receipt of both of these emails so we won't appear tardy again?Thank you for your time on this matter, Sincerely,Doug M***

Dear Mr [redacted] : Please allow this letter to respond to the complaint of [redacted] (ID # [redacted] ) We have reviewed her complaintAlthough we had to buy both the available cartridges and the one that fit her diverterWhat we did not provide her with was an adequate solution for your problem We offered to send another technician to help, at no charge; that's more familiar with water pressureMs [redacted] declined, as was her right As such we have arranged to refund all of her moneyAs this is written Friday January 31st, $payment has been refunded to her credit card We appreciate and value Ms [redacted] as a client and hope we have satisfied her needs Jiffy does not feel that this complaint should adversely affect our Revdex.com grade rating Sincerely, Jiffy Customer Relations Dept

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: It does not address the fact that: 1) the zone controller operated fine until I had the system serviced , 2) after I had the system serviced on October the boiler and water tank were both leaking and the zone controller was no longer operable, 3) I was billed for work on the boiler that wasn't necessary 4) technician report from November says the system was working fine but after a call for no hot water again, the technician came on November and charged me for servicing the water tank, 4) I called Jiffy on November saying there was no hot water and did not receive a call back from them until Tuesday December at which time I told them I would be out of town until December 9.I am still seeking reimbursement for work that was not authorized/necessary on the boiler, water tank, and zone controller, and replacement of the water tank which only started to leak after Jiffy serviced the system when I had to leave them here alone on October after being told by the dispatcher that they were on their way on October Regards, [redacted] ***

April 5, 2016Please allow this letter to address the complaint of [redacted] Our position has not changedsince the last time we reviewed this account(See Attached)We do not feel that the problem is related to our work, in fact we are very certain of that, and we have offered to fix it for her for $2,If she chooses to get other people involved and something is shown to be an issue with our work then we would repair any problem with our work.Respectfully,Allan L***Manager Jiffy Plumbing, Heating & Cooling Baltimore AveHyattsville MD

We have been in discussion with the customer and feel that we are headed toward a satisfactory solution to this issue

[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 is satisfactory to me Regards, [redacted] From: [redacted] < [redacted] .net>Date: Mon, Feb 2, at 9:AMSubject: ID [redacted] ...complaint resolvedTo: d [redacted] @***.orgHi ***, Here's the email acknowledging resolution (refund) from the business (Jiffy) reported I wanted to confirm the refund was on my credit card before letting you know and I see this morning it is indeed thereThank you so much,*** [redacted] Annapolis, MD

Dear Mr [redacted] : April 18, 2016Please allow this letter to serve as a response of your request.While we appreciate Mr***'s feedback, and we are certainly willing to reduce the job to please our customer if that's what it takes, please allow us to set the record straight on a couple of points that we believe he is a little bit off base onFirst, we know of no plumber who is able to charge $an hourPlumbing compensation often approaches $an hour after matching taxes and benefits are consideredFor us to retain good people we do pay matching taxes and benefitsSo it was not a $an hour man who came and did that job for himSecond he says that quote the job is considered “a small job and quote and it take minutes to complete”I don't know who he consulted or upon whose authority it is called a small job, but it is no small job to field a professional Plumbing truck with a trained technician, insurance, parts to perform to work for $an hourThere was time taken in setting up this job and in procuring partsWater is under pressure alwaysWe must guarantee that no leak erupts on our work and we are responsible for the expenses if it doesNo small job that there was time unseen by customer taken to drive to and from his houseHe asserts that we were there minutes; our technician remembers being there closer to a half an hour in-home time not including the set up and travel timeAs to us not calling back, we don’t typically constrain ourselves by saying “by 2pm” etc(we serve within a given window, e.g., to 8.)We did call back and offered $back, which the customer has declined.______________________________Allan LPresident Jiffy Plumbing, Heating & Cooling [redacted] ***.Hyattsville MD 20781###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Please See BelowRE: 03-18-DisputeThank you for your responseI appreciate your offer to reduce the charge but there are some things in your response that I would like to address and hopefully provide some clarificationFirst, in my dispute, I stated: I discovered that the average cost per hour for a plumber to complete the job that was performed at my house range from $to $per hourAs a customer, I am specifically talking about the job itselfI never said or implied that I should pay $In fact, in the last statement in my dispute I said that I am willing to pay Jiffy Plumbing and Heating a reduce cost of $This cost does not include overhead cost that is incurred by the company I don’t quite know what Jiffy plumbing is saying when they wrote, “Second he says that quote the job is considered “a small job and quote and it take minutes to complete”.” Nevertheless, I will try to do my best to respondI believe what Jiffy Plumbing and Heating is referring to is when I said: I discovered that the average cost per hour for a plumber to complete the job that their employee performed at my house range from $to $per hourI am talking about the cost of a small job like replacing the cartridge in a bathtub faucet, the type job their employee performed at my housePlease do not confuse a simple task with a major plumbing jobI believe we both know there is a difference. Yes, I did say it was a small jobIt should not take much to determine what is considered a small jobSuch as replacing a cartridge in a bathtub faucet as oppose to replacing a sump pump or repairing a bathtub leak from the second floor to the first floorI had those two jobs done last yearBoth jobs took more than an hour to complete and the cost for the bathtub leak was $and that was a much difficult job than fixing a simple leaky bathtub faucetThe plumbers who did the work also had a truck with parts on it to do their job; and they knew their job and did it well At this point I must reiterate I am not implying, nor am I suggesting, that I should pay $for the work performed at my house by Jiffy Plumbing and HeatingAlso, I am not saying that all plumbing jobs are an hourSo I will appreciate if Jiffy Plumbing and Heating stop focusing on $an hourIt seems as if they are trying to build a case that is irrelevant to resolving the issue at hand. I know that most plumbing companies guarantee their work and they shouldThe bathtub leak from the second floor to the first floor and the sump pump replacement I mentioned above were also guaranteed workAs far as “time unseen by customer taken to drive to and from his house”, I was told by Jiffy Plumbing and Heating that there was no trip charge. Please correct me if I am wrong, but it seems deceptive to tell potential customer there is no trip charge then include it in the total cost of the jobIn addition, I did not assert that Jiffy Plumbing was at my house minutesI simply stated: I also found that the job is considered a small job and [the job itself] takes minutes to completeIn hoping to help eliminate any misunderstanding, please read the following info below from an article from the Internet titled, “Replacing *** Cartridges”There is more to this article but what is important is the first sentence under the “It’s Easy to Replace!” section. The Basics*** has a simple cartridge system used for a wide variety of single-handle valve bodiesKitchen sinks, bathroom sinks, tubs and showersThe lineup is nice because a wide variety of products use about cartridges -- 1200, 1222, that all have a similar form factor It's Easy to Replace! To replace a cartridge, it's straight-forward and simple, taking all of about minutes If you want to get the *** Extractor Tool, it is a little pricey at $30, but it makes even a replacement a breeze! If you get stuck at step #or #-- don't worryCheckout the sections on the *** Extractor Tool and Removing a stuck Cartridge for help with thatTurn off the waterRemove the faucet handle coverA slim pry bar or flat-bladed screw driver works wellUnscrew he faucet handle screw -- usually flat bladeRemove the faucet handlethru not included------------------------------------------------------------------------...⇄ Jiffy Plumbing and Heating would review my dispute again, they will see the sentence before my last sentence reads: I think $is reasonable for or minutes of work for a small jobIf Jiffy Plumbing and Heating says their technician remembers being at my residence closer to half an hour in-home time, I do not have a problem with thatBut I don’t see the significance of minutes and closer to a half an hour in-home timeAgain, as far as travel time is concern, please see paragraph above I understand that some businesses don’t constrain themselves to a specific time when setting up an appointment for a service callIn this case, I did not call to setup an appointmentI was calling to ask Jiffy Plumbing and Heating to reduce the $plumbing chargeAlso, I did not tell Jiffy Plumbing and Heating to call me back at 2pmIt was Jiffy Plumbing and Heating employee who told me that they would call me back at 2pmWhether they typically don’t give a specific time that they will return a call or not, the fact is, the person I was talking with did tell me that she will call me back at 2pm. When Jiffy Plumbing and Heating called back the next day, they offered to reduce the charge to $I asked them to reduce the charge to $200.00, a $difference from $Jiffy Plumbing and Heating refused to reduce the charge to $ I don’t know if Jiffy Plumbing and Heating received the following information or not, but these are additional justification/reasons why I asked them to reduce the $charge to $150.00: Prior to Jiffy Plumbing, Heating & Cooling employee doing the job, he convinced me that $was a good price for the job and that other plumbers would charge me more money to do the jobHis words: "I know plumbers, they will charge a lot of money to do the job." In reality, $was quite extravagant considering the time and effort he put into repairing the leakHe also tried to convince me to install shut off valves for the bathtubHe said he would give me a $discount to repair the leak and install two shut off valves for the bathtubI definitely was not expecting that Jiffy Plumbing, Heating and Cooling’s employee did not have to locate the leakI showed him where the leak was located 3. No planning was involvedAs an experience plumber he knew what needed to be done after I showed him where the leak was locatedThere was no time taken in setting up for this job and in procuring partsThe part was on the truck and the job took approximately to minutesAccording to their response to my 3/18/dispute, Jiffy Plumbing said “their technician remembers being there closer to a half an hour in-home time”, which is less than minutes. 4. Area preparation and protectionThere was noneHe was in my bathtub with his boots onI asked him to put something on the bottom of the tubHe put a dirty cloth from his truck on the bathtub floor 5. There was no cleanup involvedHe took the dirty cloth out of the tub and put it back in his truck. 6. The bathtub is on the 2nd floorHe asked me to go in the basement and turn the water onThen he asked me to go in the basement to turn the water offThe 3rd time I wanted to know why was I paying him when I was making round trips from the 2nd floor to the basement to turn the water on and offI felt like he was using me as his personal assistant. Everything in this response is trueI hope this clarify any previous misconceptions and provide the information needed to reduce the $charge to $as I requested during the last phone call with Jiffy Plumbing and Heating
Regards,
*** ***

Please allow this letter to respond to the complaint of *** *** ***We did a job at her home on August 28th
After the job was over, she called and sent a picture of a
burn mark on her well-worn carpetThis burn mark looked as though it could be
from our soldering torch
I
first became aware of the call when she called and said
that she called and complained about it and she said that nobody from Jiffy had
done anythingI told her I would look into it
Then I spoke the HVAC departmental foreman Jeff C***He
told me that he had reached out twice to her, and showed me the notations on
his file from her job where he had tried to call her twice and left messages
that were un-returned
Then I left a message for her, which also went un-returned
Days later, *** *** called in through the switchboard,
telling the secretary the story anew, and again that we were being unresponsive
when in fact she was not returning our calls.
In her letter, she calls this “going back and forth.”
I took that call, and told her that we were planning on
sending a professional carpet company out to inspect the carpet with an eye
towards seeing if it can be repaired She said she didn't think that that would
work, and that she thought she’d need all new carpet throughout the hall and
the adjoining room, but we could do try.
When we attempted to contact her to do this, she again did not answer,
and now the Revdex.com gets this complaint
Her letter addresses both that we have been in touch
multiple times and that she is trying to get all new carpet. This is not reasonable for a dime-sized
problem. We feel that she is trying to
use the Revdex.com to leverage her complaint into getting more than
would be reasonable In any case, we
stand by to make right with this woman and are just awaiting a time when we can
go into our house and look at the damage towards patching it by a professional
company. The Revdex.com is welcome to accompany
us
We are happy to inspect the damage, but we have not even
been allowed to inspect the damage or have it looked at by a professional
We will not just outright give this customer all-new carpet
in her “quite large” room the make her “whole.”
When and if we are allowed to see the damage we feel that this complaint
will progress towards resolution. We are
still at step one because we haven’t been allowed in yet
We do not feel that this complaint should adversely affect
our Revdex.com letter grade rating.Best Regards,Customer Relations Dept

*** *** cancelled the work and her credit card was refunded however her time line is a little off we received the call to cancel the contract on Monday 7/10/Attached are the receipts for both transactionsI also reached our credit card processing company and attached is a copy of their
response.Marc W***Jiffy Plumbing & Heating, IncBaltimore AvenueHyattsville, MD 20781***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: As I said previously, I called and canceled the work order within hours of the quote given in my home on Friday July 7. I called Saturday morning on July first thing and canceled. I spoke with the manager and he said he would notify Hannah in Bookkeeping. He did not do this and the charge went through that Monday July 10. Had he done what he said he would do this matter never would have escalated to this point. The money has been refunded. I will NEVER use this company again
Regards,
*** ***

Dear Mr. [redacted]:
Please allow this letter
to respond to the complaint of [redacted] (ID #[redacted]).
We have reviewed her
complaint. Although we had to buy both the available cartridges and the
one that fit her diverter. What we did not provide her with was an adequate
solution...

for your problem.
We offered to send another technician
to help, at no charge; that's more familiar with water pressure. Ms. [redacted]
declined, as was her right.
As such we have arranged to
refund all of her money. As this is written Friday January 31st,
$165 payment has been refunded to her credit card.
We appreciate and
value Ms. [redacted] as a client and hope we have satisfied her needs.
 Jiffy does not feel that this complaint
should adversely affect our Revdex.com grade rating. 
Sincerely,
Jiffy Customer Relations
Dept.

April 5, 2016Please allow this letter to address the complaint of [redacted] Our position has not changedsince the last time we reviewed this account. (See Attached)We do not feel that the problem is related to our work, in fact we are very certain of that, and we have offered to fix it for her for $2,000. If she chooses to get other people involved and something is shown to be an issue with our work then we would repair any problem with our work.Respectfully,Allan L[redacted]Manager Jiffy Plumbing, Heating & Cooling 4623 Baltimore Ave. Hyattsville MD 20781

Please allow this letter to address the complaint filed on July 11th by our customer *** ***.It is my pleasure to tell you that we resolved that complaint on the very day that it was filed with you, that is, July 11th 2016.The ***'s paid a total of $2,200 for two separate repairs. The...

first job was $1,700 and the second job was $500. The first was a new line set, which is a critical component of their air conditioning system.After the first repair was completed and the A/C system had run providing cool air for approximately five weeks, another problem, a restriction in the dryer and muffler, was noticed and fixed. It was during the latter stages just prior to making the second repair that they apparently filed a complaint.Again, we are happy to report that the cold air is on there now and has been since July 11th.Coincidentally I am told that we are going out to their private home tomorrow to do some air conditioning work at their home, as the earlier repairs were at their law office.We apologize for the delay in answering the complaint which we first received I believe on July 22nd.It is been a very, very hot month and we've been very busy and it was overlooked in the rush of things, so I am sorry about that.SincerelyAllan L

Dear [redacted]: Please allow this letter to respond to the complaint of [redacted]r (ID number [redacted] ). After two weeks trying to contact [redacted] we were able to go into her home and rewire the control circuit.
In a later visit, our mechanic observed that her water heater holding
tank was split at a factory weld joint. He showed [redacted] this problem. It is apparent to any observer that we could not
have caused this problem. While we value her as a client, and are happy
to do the labor portion of this at the deepest possible discount, we do
not feel that we should have to take the burden of this expense when it
was in no way shape or form caused by Jiffy personnel.  Thank you for
your consideration of this matter and for your help in getting it resolved. We will be happy to go to arbitration if that is possible.Kind Regards,Customer Relations Dept.

Dear Mr. [redacted]: April 18, 2016Please allow this letter to serve as a response of your request.While we appreciate Mr. [redacted]'s feedback, and we are certainly willing to reduce the job to please our customer if that's what it takes, please allow us to set the record straight on a couple of points...

that we believe he is a little bit off base on. First, we know of no plumber who is able to charge $45 an hour. Plumbing compensation often approaches $45 an hour after matching taxes and benefits are considered. For us to retain good people we do pay matching taxes and benefits. So it was not a $45 an hour man who came and did that job for him. Second he says that quote the job is considered “a small job and quote and it take 15 minutes to complete”. I don't know who he consulted or upon whose authority it is called a small job, but it is no small job to field a professional Plumbing truck with a trained technician, insurance, parts to perform to work for $45 an hour. There was time taken in setting up this job and in procuring parts. Water is under pressure always. We must guarantee that no leak erupts on our work and we are responsible for the expenses if it does. No small job that there was time unseen by customer taken to drive to and from his house. He asserts that we were there 15 minutes; our technician remembers being there closer to a half an hour in-home time not including the set up and travel time. As to us not calling back, we don’t typically constrain ourselves by saying “by 2pm” etc. (we serve within a given window, e.g., 4 to 8.)We did call back and offered $105.00 back, which the customer has declined.______________________________Allan LPresident Jiffy Plumbing, Heating & Cooling[redacted].Hyattsville MD 20781###-###-####

Dear [redacted]:Thank you for the notice of the complaint.  This is the FIRST knowledge that I have of this complaint, and we are familiar with her issues.I am attaching our previous letter to her which explains our position.  In short, we did a water main service near her problem area....

 The leak, dampness, mold, etc., is NOT related to our work.  We looked again at our work and found it dry.  We did notice, however, that she has (apparently) allowed the leakage from her air conditioning condensation (around the corner, approximately 3-4 feet away from our work) erode the dirt abutting her house near our penetration, pitching her A/C condensate water TOWARDS her house.  Water is to be pitched AWAY from the house, not towards it.  We have explained this to her and she does not accept it.  Her call for a WWSC inspector has ALREADY BEEN MET, as we have a passed permit from them for this job.We sincerely hope that this complaint does not affect our hard-earned A+ status with the Revdex.com.I am c/c'ing Marc Wolfe, who will email you pictures of the dryness of our area and the defect of her round the corner leak.  Can you please acknowledge receipt of both of these emails so we won't appear tardy again?Thank you for your time on this matter, Sincerely,Doug M[redacted]

Dear [redacted]:Please
allow this letter to respond to the complaint of [redacted] (ID
#[redacted]). After two (2) weeks of unsuccessful attempts to contact [redacted], she finally responded; we sent our technician, Ron S[redacted], to her
residence on Tuesday 12/9/14 where he rewired the zone...

controller to
control the heat & hot water independently. The technician also
found that her water heater requires replacement. As the labor warranty
had expired, but the manufacturer’s warranty still applied she was given
a quote for the replacement labor.We appreciate and value [redacted] as a client and hope we have satisfied her needs.  Jiffy does not feel that this complaint should adversely affect our Revdex.com grade rating. Sincerely,Jiffy Customer Relations Dept.

[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 is satisfactory to me. 
Regards,
[redacted]

[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 is satisfactory to me. 
Regards,
[redacted]   From: [redacted] <[redacted].net>Date: Mon, Feb 2, 2015 at 9:32 AMSubject: ID [redacted]...complaint resolvedTo: d[redacted].orgHi [redacted], Here's the email acknowledging resolution (refund) from the business (Jiffy) reported.  I wanted to confirm the refund was on my credit card before letting you know…and I see this morning it is indeed there. Thank you so much,[redacted]  [redacted]Annapolis, MD