Southwest Financial Services of Las Cruces

[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: The response is partially trueThe company has informed me it will refund the inspection fee after providing poor services to meI had significant concerns with the HVAC inspector's findings, and went to three other parties to request inspections (one being a local handyman, not a specific HVAC technician)All three other opinions rejected My Plumber's findings, which would have cost me $2500-$to repairInstead, I had to pay $for other reputable businesses to give me other opinions.Had My Plumber does its job properly (like the third company did), the total cost of the visit would have been $inspection fee plus the cost to add freon to my system - much lower cost than $ Regards, [redacted]

Revdex.comK StNW 10th FloorWashington, D.C20005-3404September 14, 2015REF: [redacted] ***Fredericksburg, VA ***Customer’s two HVAC systems are over years old, we did not install.Customer states last contact with MyPlumber was on July 24, when in fact we have been to customer’s home 8/5/2015, 8/12/and 8/14/Customer states she was told by two other companies that she was given poor service and she still had original parts, when in fact our service manager was involved with this situation from start to completion and personally conducted a service call along with our technical field supervisor.We replaced generic parts with factory replacements at no cost to customer.We supplied window units to this customer which is normally reserved for customer systems that we install.We have gone above and beyond to satisfy this customer to the tune of over $in no charge workCustomer did not follow our professional recommendations as indicated in job history.System(s) was affected by electrical storm; we still invested resources to this customer.We do not owe this customer any refund of any monies; both systems were operational and cooling during our last service call of August 14, 2015.As customer does not want any contact with/from us this matter is closed.Please contact me if I may be of further assistance.Harry W***Resolutions ManagerMyPlumber Heating and Cooling [redacted] @MyPlumber.com ###-###-####

Ref.: Complaint # [redacted] Forestville , MD [redacted] Dear [redacted] : My Plumber Heating and Cooling is pleased to provide the following response to the rejection of our response to the referenced above My Plumber Heating and Cooling has refunded [redacted] $ Sincerely, Michael *J [redacted] Customer Service Manager My Plumber Heating and Cooling

After listening to the customers issue with pricing, our pricing structure was explained to him We do not give pricing over the phone due to the fact the repair work has to be diagnosed and priced for all labor, equipment and/or parts We price our service work to complete the repair regardless of how much time it takes to get the job done The customer is given the total price before any repairs begin The customer signed a contract agreeing to the price and authorizing the technician to proceed with the repair We do not adjust pricing to match any competitors prices The customer had opportunities to refuse My Plumber from doing the repair work and get estimates from other companies and chose not to do so

[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]

It is with regret the number was not removed properly at the first contact and the party was inconveniencedIt isn't My Plumber's policy to forward anyone with a concern to our website as we do take these requests verballyAn internal investigation of what transpired will be conducted in detail so that this doesn't happen againThe number has since been blocked from future calls

Date: Mon, Jul 31, at 12:PMSubject: Re: [redacted] Complaint ( [redacted] )To: [redacted] < [redacted] @myRevdex.com.org>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 gallon water heater from My Plumber and had it installed on June 2, My Plumber acknowledged our technician erred by charging for a gallon water heater instead of a gallon as the task numbers in our system are very similarWe corrected our error and credited the customer $2,067.00, as she also opted not to have a flu liner installedWe 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 workThe invoice was sent to the customer upon her request by mail along with a copy of the warranty paperworkThis information was mailed to the customer on June 6, 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 $Therefore, to date, [redacted] still has an outstanding balance due of $which has not been resolvedWhen 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 sonTo 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

[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: [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 I accepted this answerHowever, after a few days where I was not called, phone calls are starting againI was called during the past week-end and today at 4:pm I have been called already four timesI feel harassed by My Plumber and my wife is really stressed by these phone calls.Phone calls must stopI 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]

[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: [redacted] I am rejecting this response because: the Montgomery County Office of Consumer Protection (https:// [redacted] ) has not received any emails/phone calls/letters in response to this same complaint and there has not been any resolution to dateThis is a direct reflection on this contractor's behalf and a disregard for immediate correction at the expense of the consumer - CAVEAT EMPTOR.Proper resolution is a forfeiture of any/all licenses and practices in the commercial industry and any other action is a 'smoke screen' to illegitimate practicesThe MD States AG is in contact and will be following up on this contractor as well Regards, [redacted]

[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: [redacted] I am rejecting this response because: I have asked to be taken off the marketing list at least times now, and all times My Plumber has told me "OK, we will take you off the list." So far, all 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]

From: [redacted] < [redacted] @***.com>Date: Thu, Nov 3, at 10: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,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***, was extremely rude toward us and was not empathetic to what we had to endure through the process that took 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 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 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]

The obligations and responsibilities as outlined on the back page of the contract; Item 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/was well beyond the three day period from signing the contract on 1/18/ 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

We are very concerned by your review We apologize for the continued interruption the marketing calls do to your day We have contacted our marketing partner again to have your number removed from the call list It normally takes up to two weeks before the number is successfully removed from the list Please call the Customer Resolution Manager at [redacted] ext [redacted] directly if you are still receiving calls after two weeks We hope to resolve this situation well before then, and we will diligently follow up with our partner Warm regards, the My Plumber Heating and Cooling Team

Our goal is complete customer satisfactionWe are saddened you feel harassed and we can assure you that is not how we do businessOur sincerest apologies for any irritation or inconvenience these calls may have causedAlthough we strive for perfection, we sometimes miss the markWe would like to assure you that we did note that you asked to be placed on the DO NOT CALL LIST, and although this takes some time to be processed, we are currently doing our due diligence to make sure your request is expeditedNevertheless, I would like to make note that upon investigation of all recordings of the numbers you provided, you elected not to be transferred to an agent when promptedUnless a customer speaks with a live agent, we are unaware of your request to be placed on our DO NOT CALL LISTOnce again, we have taken the necessary steps to ensure contact ceasesIf you have any further questions or problems, please feel free to contact our Customer Relations Department directly at ###-###-####, e ***

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 $dispatch fee is completely waived for Priority Club members for service callsWe 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 $associated with the service call which was quoted and discounted to $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

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,ASAP Regards, [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 needsI would like to address the customer's claim that we behaved in an unethical manner by "grossly over billing" as stated in the complaintIn checking our records, the customer was presented with the pricing at 6:22pm along with the scope of the work on November 16th, The project started on 11/21/16, and took and 1/days to completeOn the first day of the project, the customer signed off again at 9:07pm authorizing the additional work to be doneThe 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 completedThe customer could have stopped the work at any time during the process and chose not to cancel the workIn addition, the customer requested an explanation of the pricing which was provided in a phone call with the Customer Relations Manager on December 5th, At this time, it was explained to the customer jobs are priced inclusively by combining parts and laborMy Plumber utilizes this pricing model as a benefit to the customer so that no surprises are presented after the job is completedMy Plumber believes in upfront pricingThe Customer Relations Manager has since mailed the customer a hard copy of the pricing breakdown

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, at 12: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

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, at 12: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

[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] ***