Southwest Financial Services of Las Cruces, Inc.

Date: Fri, Jun 24, 2016 at 10:28 AMSubject: [redacted]To: [redacted] Good morning [redacted],I resolved this on April 28, 2016 by mailing check #[redacted] for $79.50 to customer.Attached is a copy of the voided check that was returned to customerI apologize, but this is the first...

I have gotten anything from Revdex.com concerning this matter.Regards,Harry WCustomer Relations CoordinatorMyPlumber Heating and Cooling

We are very concerned by your review.  Our goal is complete customer satisfaction.  We apologize if we did not exceed your expectations this time.  While we are a flat rate priced company, we do have a process in place for each service call, but it is our policy to not quote pricing over the phone.  There is not a way to be able to anticipate any unforeseen complications.  It is our obligation to point out other issues your home may have to avoid future disasters.    We are saddened you feel we over charged for the services that were completed.  Our technician provided the cost to perform the work prior to proceeding, and the price was accepted.  Warm regards the My Plumber Heating and Cooling Team Date: Tue, Dec 5, 2017 at 12:02 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [email protected] [redacted] complaint rejection, the customer will be contacted today to inform him that a refund for the demanded amount will be processed today, and we will flag his account to not service his address any time in the future.Thank you,Lisa M

[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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: After I complained, My Plumber claimed that a request that I be put on the do-not-call list was submitted on November 9. I accepted this answer. However, after a few days where I was not called, phone calls are starting again. I was called during the past week-end and today at 4:53 pm I have been called already four times. I feel harassed by My Plumber and my wife is really stressed by these phone calls.Phone calls must stop. I want My Plumber to confirm that I was put on the not-to-call list and that I will not receive any more phone calls from them.
Regards,
[redacted]

[redacted]First and foremost, My Plumber's goal is complete customer satisfaction and we are saddened when a customer feels we did not meet his/her needs. I would like to address the customer's claim that we behaved in an unethical manner by "grossly over billing" as stated...

in the complaint. In checking our records, the customer was presented with the pricing at 6:22pm along with the scope of the work on November 16th, 2016. The project started on 11/21/16, and took 2 and 1/2 days to complete. On the first day of the project, the customer signed off again at 9:07pm authorizing the additional work to be done. The customer was fully aware of the price of the job, electronically signed the authorization to begin the work and also signed when the work was completed. The customer could have stopped the work at any time during the process and chose not to cancel the work. In addition, the customer requested an explanation of the pricing which was provided in a phone call with the Customer Relations Manager on December 5th, 2016. At this time, it was explained to the customer jobs are priced inclusively by combining parts and labor. My Plumber utilizes this pricing model as a benefit to the customer so that no surprises are presented after the job is completed. My Plumber believes in upfront pricing. The Customer Relations Manager has since mailed the customer a hard copy of the pricing breakdown.

[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]

I am very sorry you are still getting calls from our marketing partner.  Your request was submitted to be placed on the do not call list on November 9, 2017 at 12:36 pm for the phone numbers [redacted] and [redacted].  It does take a couple days after we submit the request for it...

to be processed.  I apologize for the inconvenience this has caused you.

The obligations and responsibilities as outlined on the back page of the contract; Item 6 a, b and c specifically address terminating the project.  The notice of cancellation was also signed and the right to cancel waived.  The request for an itemized breakdown was never dependent...

upon whether the project was going to proceed or be cancelled.  The cancellation on 1/29/18 was well beyond the three day period from signing the contract on 1/18/18.  We have the right to be paid for the labor in setting up for the project and the materials ordered specifically for the project.  Therefore, we are within our rights to keep the deposit to cover our expenses and enforce the terms and conditions of the Contract.

From: [redacted] Date: Thu, Nov 3, 2016 at 10:04 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com Good Morning,Thank you so...

much for your prompt attention to this matter.  I responded to MyPlumber yesterday after submitting my complaint to the Revdex.com and let MyPlumber know that I have submitted the complaint and that the Revdex.com should be following up with them shortly.  They quickly responded by saying they would take $2,000.00 off the amount owed to them.  I am so disappointed that it took filing a Revdex.com complaint for them to agree to our compromise.I would say that my situation is resolved, although, I still think this the Revdex.com needs to look into this company.  We were treated so poorly through the entire process and their Customer Service Representative, Sharon D[redacted], was extremely rude toward us and was not empathetic to what we had to endure through the process that took 3 times the amount of time that they had guaranteed us.  When we spoke to individuals who were actually doing the work at our house, they said that management always gives wrong information and that they end up being the ones that get the brunt of it because they are on site.  The workers also said the salesman, Troy, had given wrong information on numerous occasions and left so many customers unhappy with the lack of communication and timeline.  The workers also said that Troy should have never given a 3 day timeline because it is impossible to do that amount of work in that short timespan.  All we asked for through the entire project was clear communication and expectations.  We were the ones who had to follow up numerous times per day to get any little bit of detail as to what was going on in our home.  As I shared in my complaint, we had 9 points of contact through the whole project and when one POC would get upset with our frustration, they would stop answering the phones and pawn us off on someone else.  We weren't even that frustrated, we just wanted to know what was going on.Anyway, thank you for looking into this, but as I said earlier, our situation seems to be resolved based on their agreement to compromise.Thank you~[redacted]
[redacted]

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.  I will expect to receive a check from My Plumber in the amount of $2,567 ASAP.
Regards,
[redacted]

Date: Mon, Jul 31, 2017 at 12:48 PMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] Good Afternoon [redacted],Thank you for forwarding the complaint we discussed for response regarding [redacted]. Unfortunately, this complaint resulted in an error by our My...

Plumber technician, which we accept full responsibility, yet to date has been corrected on My Plumber's end. [redacted] purchased a 40 gallon water heater from My Plumber and had it installed on June 2, 2017. My Plumber acknowledged our technician erred by charging for a 50 gallon water heater instead of a 40 gallon as the task numbers in our system are very similar. We corrected our error and credited the customer $2,067.00, as she also opted not to have a flu liner installed. We did indeed reach out to the customer on June 5th; however, when the Customer Relations Manager spoke with [redacted] her request was to receive a copy of the invoice with a breakdown of the work. The invoice was sent to the customer upon her request by mail along with a copy of the warranty paperwork. This information was mailed to the customer on June 6, 2017. The customer placed a stop payment on the original check written to My Plumber for our services and to date has not paid the corrected amount due of $2259.00. Therefore, to date, [redacted] still has an outstanding balance due of $2259.00 which has not been resolved. When our Customer Relations Manager contacted [redacted] for authorization to speak to her son or daughter and obtain a number for contact she was informed by [redacted] she did not have permission to speak to any one from My Plumber and she would forward the message to her son. To date, the Customer Relations Manager has not made contact with [redacted]'s son.Please let me know if you need additional information as it is our goal to reach an amicable solution for us and the customer.Regards,Sharon D

First we want to apologize for any inconvenience this has caused and want to assure our consumer the issue has been resolved. We have reviewed the call history and received notification to remove the number on December 30, 2016. Because we outsource outbound calling there was a slight...

 delay in this request making it to our outbound-call vendor before another call was made to our consumer. Remedies have since been taken to correct the issue going forward and it has been confirmed that the number has been officially removed  from our call list.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I have asked to be taken off the marketing list at least 5 times now, and all 5 times My Plumber has told me "OK, we will take you off the list."  So far, all 5 times they have told me that, it has been a lie.  Now, they are attempting to resolve my Revdex.com complaint by telling me the same lie again.  Why would I trust them this time?  I will only consider this "resolved" if a couple months goes by without receiving any calls.  Furthermore, My Plumber has attempted to address my complaint by saying they are taking me off their call list, but they have not addressed the other part of my complaint which is that hundreds of other people have the same problem with My Plumber.  My Plumber cannot just assuage a single harassed person.  They need to change their business practices so that they stop harassing all the other people too.It will not be worth my time to file this complaint if I only save myself from further harassment.  If My Plumber agrees to stop harassment generally, then I will consider this complaint worth it.  I have only taken this drastic measure after many months of harassment and MANY attempts to politely, and then not so politely, get My Plumber to stop harassing me.  If they had just stopped harassing me the first time I asked, this complaint would not exist.Regards,
[redacted]

We had no knowledge of asbestos until customer made
us aware after the fact.We are not an asbestos abatement company.The work is permitted.Our trenching work was around one foot wide to
remove and accommodate new line.We offered to have a professional cleaning
company go out and clean...

customer's home as a courtesy, customer declined.We have continually attempted to complete work
which consists of connecting plumbing in bathroom, customer declined.
While I have documentation expressing sorrow for
[redacted]'s miscarriage, the is no supporting medical evidence that this
situation had any involvement.We have been out to customer's home as recently
as September 25, 2015. It is the homeowner’s responsibility to inform
contractors of potential problems in their home.The sampling standards are set by the EPA not
MyPlumber.The statement that my company spread asbestos
over the entire home is inaccurate as the test results indicate levels of not
detectable and well EPA standards.There was a preexisting condition which we were
not informed of that exposed my employees to a hazardous situation.Customer states home inspection did not reveal
asbestos, when in fact there is/was.Customer had flooring installed over the
asbestos tile; the installer should have informed you of the asbestos and
recommended removal.We came out to repair line from kitchen to main
drain with the attempt to save as much of your flooring as possible.Our safety record is open for scrutiny anytime
as there are local, state and federal oversight into our industry.Customer has from the beginning has attempted to
have the work we completed at his home free of charge.We are not liable for conditions at customer’s
home.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  Most companies would charge at least 50% less than I paid for the service; therefore, do not think 10% is adequate and think it should be higher
Regards,
[redacted]

Contacted [redacted] via email requesting his mother's phone number which he provided; apologized for situation. Vender contacted and informed to cease and desist immediately, they complied.

This is a new customer to who I have spoken with directly and attempted to address her concerns and misperceptions of our services during our telephone conversation; our Priority Club is not a home warranty service, but a maintenance plan which provides benefits that are not afforded to nonmembers;...

benefits of the program include but are not limited to three yearly inspections/service, one for plumbing, one for heating and one for air conditioning, a dedicated customer service team, dispatch priority and discounts off services.
In response to the complaint, customer stated she was not happy with technician who did not conduct a complete furnace inspection which is a service under Priority Club membership; I offered to send a field service supervisor to the home at no cost to conduct a complete inspection and complete the check list in customer’s presence.
Customer stated that furnace was misdiagnosed by my technician and again a field supervisor would reevaluate the furnace at no cost, so that she would have a qualified second opinion face to face and not over the phone.
Customer declined that offer.
Parts can be purchased separately and cheaper on line from distributors or manufacturers; you still must pay for installation and warranties; when a certified licensed service provider such as MyPlumber furnish and install parts there are differences in cost.
Customer states that she called for a service call due to low water pressure, this is not a plumbing inspection covered by Priority Club membership, however the $79.50 dispatch fee is completely waived for Priority Club members for service calls. We would have completed a Priority Club plumbing inspection at time of this service call also, however the primary purpose was for a specific problem, there is a diagnostic fee $165 associated with the service call which was quoted and discounted to $132 if customer agreed, I attempted to explain the difference between the dispatch fee and diagnostic to no avail.
To date we have provided two service calls to this customer at no cost and have canceled Priority Club membership, customer has paid no money to MyPlumber and owes us nothing.
Apologies were made to customer for any misunderstandings of our services; no excuses were made to customer only offers of resolution.

From: Michael J[redacted] Date: Thu, Jun...

18, 2015 at 11:50 AMSubject: Re: ComplaintTo: [redacted] Cc: [email protected] Whom it May Concern:After speaking with [redacted] we were able to resolve this complaint.We are refunding the $35 to [redacted]'s Credit Card.Please mark this as resolved.Regards,Michael  J[redacted]Customer Service ManagerMy Plumber Heating & Cooling [redacted]Manassas, VA [redacted]###-###-####Michael.J[redacted]@MyPlumber.comwww.myplumber.com"The Company of Choice"

Date: Thu, Feb 2, 2017 at 2:03 PMSubject: [redacted]- [redacted], ALEXANDRIA VATo: [redacted]@myRevdex.com.orgGood Afternoon [redacted]  This is a follow up to our conversation regarding the concerns of [redacted]. I can confirm that all unresolved issues have been addressed and resolved. Please let me know if you need any additional information as I am happy to assist you. Have a pleasant day.  Regards,Sharon D