Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
No further actionTheir response is not entirely accurate*** *** handles all their vendors the same-the new company that came out had to go to will call and pick up a water heater for us-they could not use their own supplierThat is how *** *** works their home warrantyYou did answer their first call, but then they tried to call you back and they received no responseYou are contracted with *** *** to repair or replace hot water heaters, you chose not to and left me hanging for two days
Regards,
*** ***
The customer sent me an email. I sent this in response. This is not truly an issue with MNS Plumbing but with [redacted] Home Warranty. I cannot control what her home warranty company does. I don't know what else I can do. I can't refund money that she never paid to us...
and as you can see below I have already given her an apology. Her response to my apology was to tell me she was putting in a complaint with the Revdex.com. I can forward that email to you if need be. We never charged her anything as we don't service water heaters through [redacted].
[redacted]
I actually didn't tell them that I don't service water heaters that big. We absolutely do but we are not contracted with [redacted] to provide water heaters because of the way their contract works. They do not allow us to go to our supplier and pick up the heaters so that we can provide fast service. They require us to use their water heaters and place them at will call which means that the customer is not serviced for several hours. It is not that we don't do water heaters...we don't do them for [redacted]. I most certainly did take their call as well as faxing them the work order # to make sure that you were reassigned quickly. I have the fax confirmation if you would like me to send you a copy. [redacted] assured me that they would call you. I shouldn't have trusted that and called you back myself. I apologize that this was a bad experience for you. That was certainly not my intention. I would have told you from the beginning but I wasn't sure if they had changed something and that was why they were sending me a water heater work order. They did not tell me in their initial call that it was a water heater that they needed serviced as an emergency. You were the first to tell me. They just asked if I could service an emergency call by5pm. I assumed that it was an issue that we service for [redacted]. I should not have. Again, I apologize that this was a bad experience for you. It is sometimes hard to work with the home warranty companies as I don't always know what communication has transpired between the customer and the home warranty company. I completely understand your frustration and again apologize for my part in causing it.
Thank you very much for emailing. I appreciate it and will make adjustments to how I handle home warranty calls in the future.
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
No further actionTheir response is not entirely accurate*** *** handles all their vendors the same-the new company that came out had to go to will call and pick up a water heater for us-they could not use their own supplierThat is how *** *** works their home warrantyYou did answer their first call, but then they tried to call you back and they received no responseYou are contracted with *** *** to repair or replace hot water heaters, you chose not to and left me hanging for two days
Regards,
*** ***
The customer sent me an email. I sent this in response. This is not truly an issue with MNS Plumbing but with [redacted] Home Warranty. I cannot control what her home warranty company does. I don't know what else I can do. I can't refund money that she never paid to us...
and as you can see below I have already given her an apology. Her response to my apology was to tell me she was putting in a complaint with the Revdex.com. I can forward that email to you if need be. We never charged her anything as we don't service water heaters through [redacted].
[redacted]
I actually didn't tell them that I don't service water heaters that big. We absolutely do but we are not contracted with [redacted] to provide water heaters because of the way their contract works. They do not allow us to go to our supplier and pick up the heaters so that we can provide fast service. They require us to use their water heaters and place them at will call which means that the customer is not serviced for several hours. It is not that we don't do water heaters...we don't do them for [redacted]. I most certainly did take their call as well as faxing them the work order # to make sure that you were reassigned quickly. I have the fax confirmation if you would like me to send you a copy. [redacted] assured me that they would call you. I shouldn't have trusted that and called you back myself. I apologize that this was a bad experience for you. That was certainly not my intention. I would have told you from the beginning but I wasn't sure if they had changed something and that was why they were sending me a water heater work order. They did not tell me in their initial call that it was a water heater that they needed serviced as an emergency. You were the first to tell me. They just asked if I could service an emergency call by5pm. I assumed that it was an issue that we service for [redacted]. I should not have. Again, I apologize that this was a bad experience for you. It is sometimes hard to work with the home warranty companies as I don't always know what communication has transpired between the customer and the home warranty company. I completely understand your frustration and again apologize for my part in causing it.
Thank you very much for emailing. I appreciate it and will make adjustments to how I handle home warranty calls in the future.
[redacted]