Revdex.com of Washington DC and Greater Eastern PennsylvaniaAttn: MrDavid Dennis Trade Practice ConsultantRef:Complaint ID # Ms [redacted] FraserDear Mr Dennis:In regards to MsFraser’s complaint, My Plumber Heating and Cooling has the following the following responses.First, I need to make it very clear MsFraser was not charged $for snaking her sewer line MsFraser was charged $on a Visa credit card for pulling and resetting her water closet (see Credit Card transaction receipt) MsFraser is incorrect in the amount and the task we did complete Please see Attachment A with MsFraser’s signatures on our invoice for pulling and resetting the water closet On our initial visit to MsFraser’s home on Saturday evening, October 18, 2014, our technician also noted MsFraser has a broken clean out and sewage was discharging in her yard(Please see picture of the outside clean out in Attachment B)Please note MsFraser’s signatures on our invoice #1410201170MCC (Attachment C) that we cabled the line again and pulled back rags, dirt and sand The presence of rags in the sewer line is an obvious misuse MrFraser was not charged for this visit MsFraser was aware of what we removed from her sewer.We dispatched a camera inspector to her home the same day to video the line because we were not able to get the cables past feet in her sewer line after trying multiple times Our camera inspector noted he was also not able to get pass ft He determined the line has an issueOur camera inspector walked the inspection path with Ms Fraser and pointed out the area the camera could go no further, We maintain his opinion is correct And MsFraser’s problems will continue unless this matter is addressed My Plumber Heating and Cooling has a moral obligation to provide professional, honest and ethical service to all of our customers We service thousands of customers every year with the goal to provide 100% satisfaction However, we understand no one can provide 100% of the people 100% of the time, even when service is free We dispatched three (3) different technicians to MsFraser’s home for a total of four (4) visits Many hours were used in the attempt to resolve MsFraser’s plumbing issues that were not caused by us Every hour spent by our technicians was dedicated to help her MsFraser was only charged for the pull and reset of the water closet, which she signed for on our invoice All of the attempts to snake the sewer line and the camera inspection were completed as a no charge to MsFraser Based on MsFraser’s comments she sees no value for our efforts.My Plumber Heating and Cooling stands by our technician’s diagnosis We are willing to provide another no charge camera inspection to inspect the line with **Fraser and see if her sewer line is problem free If no issues are found then we are willing to refund the charge for the pull and reset for the water closet for $Please let me know when I can schedule the camera re-inspection.Sincerely,Georgette S*Resolution ManagerMy Plumber Heating and CoolingAttachments
Revdex.com of Washington DC and Greater Eastern Pennsylvania Attn: [redacted] Trade Practice Consultant Ref.: Complaint # [redacted] [redacted] [redacted] *** Lorton, VA [redacted] Dear [redacted] : My Plumber Heating and Cooling is pleased to provide the following response to the complaint referenced above [redacted] agreed to a service to replace a blower motor, absorption, and flame sensing components in gas furnace in the basement on February 17, The breakdown of this job is as follows: · $Parts and Labor (50%) · $Overhead (42%) · $Profit (8%) We already provided [redacted] with a 10% Senior Discount, to resolve this matter in a timely fashion I will provide him with a 10% refund Please let me know if this breakdown, and resolution is acceptable for [redacted] Sincerely, Michael *J [redacted] Customer Service Manager My Plumber Heating and Cooling
[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 I will accept this resolution I take issue with many of the assertions contained in the company's responses, but don't feel as if I can get any further with them I still don't know why I have no warranties on paper, but I give up there, too.Thanks for your assistance! 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: After almost two months still they are not giving the price of each item that they have usedThis company is playing with words and every time they are sending a different break downI think I am over charged around $I am a year old with a terminal illness and every time that I think about how I was robbed by this company for the job they have done is bothering me a lotI have learned my lesson that do not trust theses kind of companies and get at least one more estimateIt is sham that for a small job we have to involve a lawyer to fight for our rightsI have to pay the price of the parts and the labor the same way that I was charged for other services with other companies, I do not know why I am charged for overhead to me is a way this company is adjusting their over chargesThank you Revdex.com for your help and cooperation in this matter Regards, [redacted]
Revdex.com of Washington DC and Greater Eastern Pennsylvania Attn: Mr [redacted] Trade Practice Consultant Ref.: Complaint # [redacted] [redacted] * [redacted] [redacted] Manassas, VA Dear Mr [redacted] : My Plumber Heating and Cooling is pleased to provide the following response to the complaint referenced above Ms [redacted] has a been a Customer of My Plumber Heating and Cooling since 2006, using our services in 2007, twice in 2008, four times in 2009, 2010, 2011, and Ms [redacted] agreed to a service to install a flow tech anti-scale system, and minor rebuild on the powder room water closet on February 6, Our technician’s duty was to correct an improperly working toilet with Ms [redacted] ’s request and permissionThe price for this service was $2107.00, and she received a Senior Citizen discount of $200, making the final price $ This was presented to Ms [redacted] before any work commencedShe agreed to the work, and the price, signed the work order, and the work commenced Per our technician’s comments he noticed the existing garbage disposal was leaking from the top Ms [redacted] was quoted a replacement cost of $ for a ½ hp ISE garbage disposal, which includes a two (2) year warranty on parts and labor Ms [redacted] is correct the total price she paid was $ Please see attachments for customer signatures on our invoice Our company is changing with the times and going paperless We are still in the middle of getting all personnel to enter information in a customer-friendly manner My Plumber Heating and Cooling is flat rate, upfront pricing company All of our technicians are supplied with Ipads that have the same price schedule for our services for all of our customers We charge all of our customers the same price for the same service morning, noon or night, seven days a week If one technician takes an hour to install a garbage disposal and another technician takes two hours to install the same garbage disposal our customers pay the same service amount Our technicians do not have to calculate how much time they have been on a job and rush through the service possibly overlooking a problem or causing one Our customers do not have to watch the clock and rush a service call to save money Our customers are quoted before work can begin to avoid any miscommunicationA large number of service companies charge emergency rates for evening calls or calls on holidays We do not Our prices stay the same regardless of the At My Plumber Heating and Cooling, we set our pricing by the service These services may or may not include parts If we supply and install a fixture we will warranty that service for two (2) years parts and labor If we complete a repair, we will warranty that service for one (1) year parts and labor Our services include: Our technician's salary, we only hire the best so we can provide you with the best service His worker's compensation, His social security, his medical benefits, His uniform, Ongoing training, Tools The truck and proper maintenance The finance charges on the inventory he carries, The gas in the truck, The insurance for the truck, Our business insurance, Our state licenses, Our telephone line charges and telephone system, Our Service Managers to answer the phones, resolve issues and dispatch the technicians (keeping track of the progress of every job to keep you informed when you can expect the technician) and their overhead, Our computers and our software, Dispatchers: our dispatchers are some of the top in the industry Focusing on routing our technicians to the most efficient customers possible, thereby allowing us to hit our timeframes and keeping customers happy Our professionally trained Customer service agents: these agents are required to train for upwards of hours a year to maintain their professional standard Our Parts Departments and Staff Trash removal and disposal §Accounting & Billing, Tax and legal services, An after hours answering service, Yellow pages advertising and other advertising media you may have used to contact us, Membership in professional and trade organizations, Reserves to ensure we can honor all of our warranties and guarantees, People to fill out dozens of forms and reports for various government regulators, taxes, The price we charge is the fair value for the service that we provide when the customer wants it Based on Ms [redacted] ’s request for resolution, essentially she wants the service that she agreed to for free I would like to resolve this matter with a refund of 25% of the service call I propose to refund Ms [redacted] $ Please let me know if this resolution will be acceptable for Ms [redacted] Sincerely, Michael AJ [redacted] Customer Service Manager My Plumber Heating and Cooling
[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 as stated in the complaint, we propose that the company remove the system that has been installed, and that we will pay $for the services that were actually requested.In a review of the documents that were provided by My Plumber, there is nothing to substantiate that [redacted] was actually shown or told the price of the service As everything was done electronically, her signature could have been secured by telling her that she was signing off on the toilet repair, which was the item she had requested.The response also lists a Ms [redacted] (who is that?) and several calls made to Ms [redacted] 's home No call could have been made in 2013, as there is absolutely no record in any of her records of payment for such a service.In addition, the paper mailed to Ms [redacted] 's home was postmarked Feb 11, FIVE days after the contracts were said to have been signed, and THREE days after the cooling off period ;mentioned in the contract The very first opportunity Ms [redacted] could have even seen them in writing was February if the mail arrived promptly the day after mailing I called a hold on the charge on Feb 16, as soon as I found out about it on Feb 15th.We reiterate that her position is to remove the system, at no charge, no charge paid for installation of the system, and our payment of $for repair of the toilet Regards, [redacted] , with the assistance of Dolores L Owens
We received your letter dated February 19, in reference to Mr*** *** of *** *** *** ***, Gainesville, VA, 20155.Upon receipt of the letter one of our customer service representatives left Mr*** a voice message requesting him to fax or email copy of receipt from *** plumbing indicating he did have them come to perform repair work and to give us a call back.Mr*** did fax receipt and indicated that he was having a busy day and would try to call back when he had time; we have processed refund of $79.00.We understand Mr***'s position and understanding of MyPlumber installing of customer supplied appliances; we do have procedures in place and if Mr*** had called us as soon as he had a problem with the garbage disposal we would have dispatched a certified licensed plumber (if not same plumber that performed the initial installation) to return to his home at no charge to determine if it was the appliance or installation. We were not afforded that opportunity, we are refunding Mr*** the $79,per his request as we strive to provide 100% customer satisfaction. Mr*** called back and we spoke for a while and is happy with resolution as this is what he expects from a reputable company such as ours.Please contact me if I may be of further assistanceMichael JohnsonCustomer Service Manager -
Ref.: Complaint # ***
*** *** ***
*** *** ***
Rockville, MD
To Whom it May
Concern:
My Plumber Heating and
Cooling is pleased to provide the following response to the rejection of our
response to the referenced above
Reverend *** failed to
return any calls from My Plumber Heating and Cooling, and only called back after
we sent him a certified letter
We have written off the
$Reverend *** has had his “Outstanding Balance forgiven” in his own
words
Please let me know if
this resolution will be acceptable for Reverend ***
Sincerely,
Michael AJ***
Customer Service Manager
My Plumber Heating and
Cooling
[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 ***, in their response shows that customers should pay for their business establishment which it is not the right way to do businessBut I just want to finish this matter and I accept their offer. Thank you Revdex.com for your help and effort in this matter
Regards,
*** ***
See Attachmentwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.Inboxx Revdex.com of Metro Washington DCMar (days ago)to me ---------- Forwarded message ----------From: Date: Fri, Mar 13,
at 10:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: ***Dear Revdex.com: I did hear from two representatives from My Plumber since contacting you with my complaint They subsequently credited my *** account for the amount I had to pay another plumbing company to correct their shoddy work I explained to both callers that the reason I contacted you (Revdex.com) was because they ignored my phone call after I called them to lodge a complaint At the time, I was told that a member management would call me back but they did not After waiting two weeks I decided to contact you After you notified My Plumber, I did receive a call from management who asked my to provide them with a paid receipt for the work I had to have done to correct the failure of my garbage disposal they installed The credit was handled in an expeditious manner at that point The manager who did call me said he was finishing a letter to the Revdex.com (which apparently they did not?) and was only waiting to hear from me so he could resolve the problem He also told me that if I had contacted them when the problem occurred it would have had been resolved without the need to contact the Revdex.com The problem was, their tech told me that "because I supplied the part (garbage disposal) there was no warranty" and so noted it on the invoice. Because the time of their work and the subsequent failure of the unit was only a few months, it really did not occur to me that it was due to their workmanship rather than the unit itself It is easy for someone to say after the fact "you should have contacted us" but given their no warranty warning (verbal and in writing) and thinking it must have been component failure, I took the action I did. All is resolved and I thank you for the efficiency and speed of your assistance in this matter. Sincerely, *** ***From: ***To: ***Sent: Friday, March 13, 7:31:AMSubject: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***. You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***Please click on the link below to access the online dispute resolution web site and read this message
Re: response to offer of resolution by My Plumber
In my original complaint, I requested three items as resolution, as follows:
One item was a partial refund, which the company has offered and which I will accept(Please let me know how and when the refund will be provided to me.)
The second item was the warranty for the garbage disposalThe company’s own response refers to this as follows: “If we supply and install a fixture we will warranty that service for two (2) years parts and laborIf we complete a repair, we will warranty that service for one (1) year parts and labor.” I have received no warranties for my records, and still request that they be provided to me, at least for the garbage disposal
The final item I requested was an itemized receiptIn case additional details are needed as to the continuing reason for this: the technician who performed the services told me that he could tell from snaking the drain that the clog extended into underground pipes that were outside the houseWhen I mentioned this to the property manager for our homeowners association, he asked me for a copy of the itemized receipt so he could have the association reimburse me for a portion of the costs for clearing the drain(As a homeowner, I am only responsible for problems within my house, not problems involving common elements or limited common elements.) The lack of an itemized receipt from My Plumber is potentially costing me moneyEven if the receipt simply splits out the costs of the drain clearing from the garbage disposal costs and includes a description of the technician’s findings regarding the pipe clog, that would probably be sufficient
I might also point out that while I did decline the camera inspection that was offered two days after the service (because the timing was not convenient), I intended to rescheduleHowever, I no longer wish to avail myself of this service from My Plumber
I look forward to hearing you again at your earliest convenienceThank you again for your assistance
Sincerely,
*** ***
Revdex.com of Washington DC
and Greater Eastern Pennsylvania
"Arial","sans-serif">
Attn: [redacted]
Trade Practice
Consultant
Ref.: Complaint # [redacted]
[redacted]
[redacted]
Lorton, VA [redacted]
Dear [redacted]:
My Plumber Heating and
Cooling is pleased to provide the following response to the complaint
referenced above
[redacted] agreed to a
service to replace a blower motor, absorption, and flame sensing components
in gas furnace in the basement on February 17, 2015.
The breakdown of this
job is as follows:
·
$Parts and Labor
(50%)
·
$Overhead (42%)
·
$Profit (8%)
We already
provided [redacted] with a 10% Senior Discount, to resolve this matter in a
timely fashion I will provide him with a 10% refund
Please let me know if
this breakdown, and resolution is acceptable for [redacted]
Sincerely,
Michael *J[redacted]
Customer Service
Manager
My Plumber Heating and
Cooling
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
See attached statement. This is the only receipt that I ever received other than the estimate proposed by the company for $30000 to repair a broke sewer line, which was not the case. I had another reputable plumber come into the home the next day. This plumber put a camera down the sewer line and found a clog in the exact spot that MyPlumber claimed was a break. There was toilet paper that clogged the line. It was removed and the plumber showed the debris. There was no sand, rags, nor dirt present. The plumber informed me that there was no possible way that anyone could see sand or dirt at all.... The exhibit C that the company claims that I signed confirming everything is not even mine. I never signed this, nor is the address listed my address, etc. I requested that the toilet not be removed and was told that MyPlumber has to remove it because they could not get the snake down the outside plumbing entry. The 2nd plumber easily placed his snake down the outside entry and no need to remove the toilet. In addition, MyPlumber lost the caps for the toilet and did not remove the wax ring, which I had to have the other plumber do because of leaking. I was never shown any of the debris that supposedly was removed from the line. There were not any trash cans in the home with any of the supposed debris. I have not had any problems with my sewer line since it was flushed out properly by a reputable plumber. I did make a mistake which I willingly take full responsibility for. I inadvertently put down the incorrect amount for the snaking. The amount is $348 which you will see that I have attached. I have, nor have I received any other documentation regarding the attempt for repair on the days in question. I am requesting a FULL refund as the service was not performed to my satisfaction. I did not request for the toilet to be removed. I requested snaking to be done outside, not through the toilet. I feel that I should not have to pay for something that was not done to my satisfaction. The repair (clog) was not completed. Instead, I was led to believe that I needed to mortgage my home to have a street sewer repair done due to a broken sewer line, which turned out to be FALSE. Also, I have no idea what a water closet is, nor have I ever even seen the receipt that was provided that claimed the water closet was repaired. The clog was in the sewer line and the toilet was pulled and and placed back after several attempts at unclogging the line. This is not something I should have to pay for as the clog was not removed.
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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:Have spoken with several other plumbers that stated that proper protocol wasNot taken by my plumber. It is a professional companies job to understand the details of working in older homes. Room was not sealed properly and dust was spread throughout home. Employee tookComplete blame for this weather you want to admit that or Not. Employees name was terry.We asked you guys to check on a leak in our kitchen that was not there Prior to you guys coming in to snake the area due to Not having obtaining a work permit from fairfax city. We would have never asked you to Come in otherwise, but the city required It because you once again did not follow proper Protocols. Permits are supposed to be pulled prior to and during work, not afterwards because you forgot. We are willing to work with you guys on a total price, but refuse to pay total price for work that was done haphazardly, unprofessionally, and could put my family at long term health risk. Regards,
[redacted]
Revdex.com of Washington DC and Greater Eastern PennsylvaniaAttn: Mr. David Dennis Trade Practice ConsultantRef:Complaint ID #10323076 Ms. [redacted] FraserDear Mr Dennis:In regards to Ms. Fraser’s complaint, My Plumber...
Heating and Cooling has the following the following responses.First, I need to make it very clear. Ms. Fraser was not charged $438.00 for snaking her sewer line. Ms. Fraser was charged $348.00 on a Visa credit card for pulling and resetting her water closet. (see Credit Card transaction receipt) Ms. Fraser is incorrect in the amount and the task we did complete. Please see Attachment A with Ms. Fraser’s signatures on our invoice for pulling and resetting the water closet. On our initial visit to Ms. Fraser’s home on Saturday evening, October 18, 2014, our technician also noted Ms. Fraser has a broken clean out and sewage was discharging in her yard. (Please see picture of the outside clean out in Attachment B)Please note Ms. Fraser’s signatures on our invoice #1410201170MCC (Attachment C) that we cabled the line again and pulled back rags, dirt and sand. The presence of rags in the sewer line is an obvious misuse. Mr. Fraser was not charged for this visit. Ms. Fraser was aware of what we removed from her sewer.We dispatched a camera inspector to her home the same day to video the line because we were not able to get the cables past 105 feet in her sewer line after trying multiple times. Our camera inspector noted he was also not able to get pass 105 ft. He determined the line has an issue. Our camera inspector walked the inspection path with Ms Fraser and pointed out the area the camera could go no further, We maintain his opinion is correct. And Ms. Fraser’s problems will continue unless this matter is addressed. ...⇄ Plumber Heating and Cooling has a moral obligation to provide professional, honest and ethical service to all of our customers. We service thousands of customers every year with the goal to provide 100% satisfaction. However, we understand no one can provide 100% of the people 100% of the time, even when service is free. We dispatched three (3) different technicians to Ms. Fraser’s home for a total of four (4) visits. Many hours were used in the attempt to resolve Ms. Fraser’s plumbing issues that were not caused by us. Every hour spent by our technicians was dedicated to help her. Ms. Fraser was only charged for the pull and reset of the water closet, which she signed for on our invoice. All of the attempts to snake the sewer line and the camera inspection were completed as a no charge to Ms. Fraser. Based on Ms. Fraser’s comments she sees no value for our efforts.My Plumber Heating and Cooling stands by our technician’s diagnosis. We are willing to provide another no charge camera inspection to inspect the line with **. Fraser and see if her sewer line is problem free. If no issues are found then we are willing to refund the charge for the pull and reset for the water closet for $348.00. Please let me know when I can schedule the camera re-inspection.Sincerely,Georgette S[redacted]Resolution ManagerMy Plumber Heating and Cooling6 Attachments
Our goal is complete customer satisfaction. We are saddened you feel harassed and we can assure you that is not how we do business. Our sincerest apologies for any irritation or inconvenience these calls may have caused. Although we strive for perfection, we sometimes miss the mark. We 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 expedited. Nevertheless, 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 prompted. Unless a customer speaks with a live agent, we are unaware of your request to be placed on our DO NOT CALL LIST. Once again, we have taken the necessary steps to ensure contact ceases. If you have any further questions or problems, please feel free to contact our Customer Relations Department directly at ###-###-####, e [redacted].
Date: Fri, Jun 24, 2016 at 10:28 AMSubject: [redacted]To: [redacted] <[redacted]@myRevdex.com.org>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
Ref.: Complaint # [redacted]
[redacted]
[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] $559.
Sincerely,
Michael *. J[redacted]
Customer Service Manager
My Plumber Heating and
Cooling
[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 did try to contact Mr. C[redacted], by phone and email, no response, thus I decided to submit a claim thru you. Yes, after much discussion they did refund the $600 for copper,but I feel that $168 is too little of the $1870 charged, and before work was done they should have known what they needed to do. I even told them we were willing to negotiate a better split. I will be pleased toprovide you with copies of all correspondence.
Regards,
[redacted]
Revdex.com of Washington DC and Greater Eastern PennsylvaniaAttn: MrDavid Dennis Trade Practice ConsultantRef:Complaint ID # Ms [redacted] FraserDear Mr Dennis:In regards to MsFraser’s complaint, My Plumber Heating and Cooling has the following the following responses.First, I need to make it very clear MsFraser was not charged $for snaking her sewer line MsFraser was charged $on a Visa credit card for pulling and resetting her water closet (see Credit Card transaction receipt) MsFraser is incorrect in the amount and the task we did complete Please see Attachment A with MsFraser’s signatures on our invoice for pulling and resetting the water closet On our initial visit to MsFraser’s home on Saturday evening, October 18, 2014, our technician also noted MsFraser has a broken clean out and sewage was discharging in her yard(Please see picture of the outside clean out in Attachment B)Please note MsFraser’s signatures on our invoice #1410201170MCC (Attachment C) that we cabled the line again and pulled back rags, dirt and sand The presence of rags in the sewer line is an obvious misuse MrFraser was not charged for this visit MsFraser was aware of what we removed from her sewer.We dispatched a camera inspector to her home the same day to video the line because we were not able to get the cables past feet in her sewer line after trying multiple times Our camera inspector noted he was also not able to get pass ft He determined the line has an issueOur camera inspector walked the inspection path with Ms Fraser and pointed out the area the camera could go no further, We maintain his opinion is correct And MsFraser’s problems will continue unless this matter is addressed My Plumber Heating and Cooling has a moral obligation to provide professional, honest and ethical service to all of our customers We service thousands of customers every year with the goal to provide 100% satisfaction However, we understand no one can provide 100% of the people 100% of the time, even when service is free We dispatched three (3) different technicians to MsFraser’s home for a total of four (4) visits Many hours were used in the attempt to resolve MsFraser’s plumbing issues that were not caused by us Every hour spent by our technicians was dedicated to help her MsFraser was only charged for the pull and reset of the water closet, which she signed for on our invoice All of the attempts to snake the sewer line and the camera inspection were completed as a no charge to MsFraser Based on MsFraser’s comments she sees no value for our efforts.My Plumber Heating and Cooling stands by our technician’s diagnosis We are willing to provide another no charge camera inspection to inspect the line with **Fraser and see if her sewer line is problem free If no issues are found then we are willing to refund the charge for the pull and reset for the water closet for $Please let me know when I can schedule the camera re-inspection.Sincerely,Georgette S
*Resolution ManagerMy Plumber Heating and CoolingAttachments
Revdex.com of Washington DC and Greater Eastern Pennsylvania Attn: [redacted] Trade Practice Consultant Ref.: Complaint # [redacted] [redacted] [redacted] *** Lorton, VA [redacted] Dear [redacted] : My Plumber Heating and Cooling is pleased to provide the following response to the complaint referenced above [redacted] agreed to a service to replace a blower motor, absorption, and flame sensing components in gas furnace in the basement on February 17, The breakdown of this job is as follows: · $Parts and Labor (50%) · $Overhead (42%) · $Profit (8%) We already provided [redacted] with a 10% Senior Discount, to resolve this matter in a timely fashion I will provide him with a 10% refund Please let me know if this breakdown, and resolution is acceptable for [redacted] Sincerely, Michael *J [redacted] Customer Service Manager My Plumber Heating and Cooling
[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 I will accept this resolution I take issue with many of the assertions contained in the company's responses, but don't feel as if I can get any further with them I still don't know why I have no warranties on paper, but I give up there, too.Thanks for your assistance! 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: After almost two months still they are not giving the price of each item that they have usedThis company is playing with words and every time they are sending a different break downI think I am over charged around $I am a year old with a terminal illness and every time that I think about how I was robbed by this company for the job they have done is bothering me a lotI have learned my lesson that do not trust theses kind of companies and get at least one more estimateIt is sham that for a small job we have to involve a lawyer to fight for our rightsI have to pay the price of the parts and the labor the same way that I was charged for other services with other companies, I do not know why I am charged for overhead to me is a way this company is adjusting their over chargesThank you Revdex.com for your help and cooperation in this matter Regards, [redacted]
Revdex.com of Washington DC and Greater Eastern Pennsylvania Attn: Mr [redacted] Trade Practice Consultant Ref.: Complaint # [redacted] [redacted] * [redacted] [redacted] Manassas, VA Dear Mr [redacted] : My Plumber Heating and Cooling is pleased to provide the following response to the complaint referenced above Ms [redacted] has a been a Customer of My Plumber Heating and Cooling since 2006, using our services in 2007, twice in 2008, four times in 2009, 2010, 2011, and Ms [redacted] agreed to a service to install a flow tech anti-scale system, and minor rebuild on the powder room water closet on February 6, Our technician’s duty was to correct an improperly working toilet with Ms [redacted] ’s request and permissionThe price for this service was $2107.00, and she received a Senior Citizen discount of $200, making the final price $ This was presented to Ms [redacted] before any work commencedShe agreed to the work, and the price, signed the work order, and the work commenced Per our technician’s comments he noticed the existing garbage disposal was leaking from the top Ms [redacted] was quoted a replacement cost of $ for a ½ hp ISE garbage disposal, which includes a two (2) year warranty on parts and labor Ms [redacted] is correct the total price she paid was $ Please see attachments for customer signatures on our invoice Our company is changing with the times and going paperless We are still in the middle of getting all personnel to enter information in a customer-friendly manner My Plumber Heating and Cooling is flat rate, upfront pricing company All of our technicians are supplied with Ipads that have the same price schedule for our services for all of our customers We charge all of our customers the same price for the same service morning, noon or night, seven days a week If one technician takes an hour to install a garbage disposal and another technician takes two hours to install the same garbage disposal our customers pay the same service amount Our technicians do not have to calculate how much time they have been on a job and rush through the service possibly overlooking a problem or causing one Our customers do not have to watch the clock and rush a service call to save money Our customers are quoted before work can begin to avoid any miscommunicationA large number of service companies charge emergency rates for evening calls or calls on holidays We do not Our prices stay the same regardless of the At My Plumber Heating and Cooling, we set our pricing by the service These services may or may not include parts If we supply and install a fixture we will warranty that service for two (2) years parts and labor If we complete a repair, we will warranty that service for one (1) year parts and labor Our services include: Our technician's salary, we only hire the best so we can provide you with the best service His worker's compensation, His social security, his medical benefits, His uniform, Ongoing training, Tools The truck and proper maintenance The finance charges on the inventory he carries, The gas in the truck, The insurance for the truck, Our business insurance, Our state licenses, Our telephone line charges and telephone system, Our Service Managers to answer the phones, resolve issues and dispatch the technicians (keeping track of the progress of every job to keep you informed when you can expect the technician) and their overhead, Our computers and our software, Dispatchers: our dispatchers are some of the top in the industry Focusing on routing our technicians to the most efficient customers possible, thereby allowing us to hit our timeframes and keeping customers happy Our professionally trained Customer service agents: these agents are required to train for upwards of hours a year to maintain their professional standard Our Parts Departments and Staff Trash removal and disposal §Accounting & Billing, Tax and legal services, An after hours answering service, Yellow pages advertising and other advertising media you may have used to contact us, Membership in professional and trade organizations, Reserves to ensure we can honor all of our warranties and guarantees, People to fill out dozens of forms and reports for various government regulators, taxes, The price we charge is the fair value for the service that we provide when the customer wants it Based on Ms [redacted] ’s request for resolution, essentially she wants the service that she agreed to for free I would like to resolve this matter with a refund of 25% of the service call I propose to refund Ms [redacted] $ Please let me know if this resolution will be acceptable for Ms [redacted] Sincerely, Michael AJ [redacted] Customer Service Manager My Plumber Heating and Cooling
[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 as stated in the complaint, we propose that the company remove the system that has been installed, and that we will pay $for the services that were actually requested.In a review of the documents that were provided by My Plumber, there is nothing to substantiate that [redacted] was actually shown or told the price of the service As everything was done electronically, her signature could have been secured by telling her that she was signing off on the toilet repair, which was the item she had requested.The response also lists a Ms [redacted] (who is that?) and several calls made to Ms [redacted] 's home No call could have been made in 2013, as there is absolutely no record in any of her records of payment for such a service.In addition, the paper mailed to Ms [redacted] 's home was postmarked Feb 11, FIVE days after the contracts were said to have been signed, and THREE days after the cooling off period ;mentioned in the contract The very first opportunity Ms [redacted] could have even seen them in writing was February if the mail arrived promptly the day after mailing I called a hold on the charge on Feb 16, as soon as I found out about it on Feb 15th.We reiterate that her position is to remove the system, at no charge, no charge paid for installation of the system, and our payment of $for repair of the toilet Regards, [redacted] , with the assistance of Dolores L Owens
We received your letter dated February 19, in reference to Mr*** *** of *** *** *** ***, Gainesville, VA, 20155.Upon receipt of the letter one of our customer service representatives left Mr*** a voice message requesting him to fax or email copy of receipt from *** plumbing indicating he did have them come to perform repair work and to give us a call back.Mr*** did fax receipt and indicated that he was having a busy day and would try to call back when he had time; we have processed refund of $79.00.We understand Mr***'s position and understanding of MyPlumber installing of customer supplied appliances; we do have procedures in place and if Mr*** had called us as soon as he had a problem with the garbage disposal we would have dispatched a certified licensed plumber (if not same plumber that performed the initial installation) to return to his home at no charge to determine if it was the appliance or installation. We were not afforded that opportunity, we are refunding Mr*** the $79,per his request as we strive to provide 100% customer satisfaction. Mr*** called back and we spoke for a while and is happy with resolution as this is what he expects from a reputable company such as ours.Please contact me if I may be of further assistanceMichael JohnsonCustomer Service Manager -
From: Gette S*** Date: Wed, Jan 14, at 10:AMSubject: Complaint # *** - *** ***To: *** *** Dear *** ***:Please find our response and refund receipt to *** ***'s requests in the attachments below.Regards,*** ***Resolution ManagerMy Plumber Heating and Cooling
Ref.: Complaint # ***
*** *** ***
*** *** ***
Rockville, MD
To Whom it May
Concern:
My Plumber Heating and
Cooling is pleased to provide the following response to the rejection of our
response to the referenced above
Reverend *** failed to
return any calls from My Plumber Heating and Cooling, and only called back after
we sent him a certified letter
We have written off the
$Reverend *** has had his “Outstanding Balance forgiven” in his own
words
Please let me know if
this resolution will be acceptable for Reverend ***
Sincerely,
Michael AJ***
Customer Service Manager
My Plumber Heating and
Cooling
[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 ***, in their response shows that customers should pay for their business establishment which it is not the right way to do businessBut I just want to finish this matter and I accept their offer. Thank you Revdex.com for your help and effort in this matter
Regards,
*** ***
See Attachmentwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.Inboxx Revdex.com of Metro Washington DCMar (days ago)to me ---------- Forwarded message ----------From: Date: Fri, Mar 13,
at 10:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: ***Dear Revdex.com: I did hear from two representatives from My Plumber since contacting you with my complaint They subsequently credited my *** account for the amount I had to pay another plumbing company to correct their shoddy work I explained to both callers that the reason I contacted you (Revdex.com) was because they ignored my phone call after I called them to lodge a complaint At the time, I was told that a member management would call me back but they did not After waiting two weeks I decided to contact you After you notified My Plumber, I did receive a call from management who asked my to provide them with a paid receipt for the work I had to have done to correct the failure of my garbage disposal they installed The credit was handled in an expeditious manner at that point The manager who did call me said he was finishing a letter to the Revdex.com (which apparently they did not?) and was only waiting to hear from me so he could resolve the problem He also told me that if I had contacted them when the problem occurred it would have had been resolved without the need to contact the Revdex.com The problem was, their tech told me that "because I supplied the part (garbage disposal) there was no warranty" and so noted it on the invoice. Because the time of their work and the subsequent failure of the unit was only a few months, it really did not occur to me that it was due to their workmanship rather than the unit itself It is easy for someone to say after the fact "you should have contacted us" but given their no warranty warning (verbal and in writing) and thinking it must have been component failure, I took the action I did. All is resolved and I thank you for the efficiency and speed of your assistance in this matter. Sincerely, *** ***From: ***To: ***Sent: Friday, March 13, 7:31:AMSubject: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***. You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***Please click on the link below to access the online dispute resolution web site and read this message
Re: response to offer of resolution by My Plumber
In my original complaint, I requested three items as resolution, as follows:
One item was a partial refund, which the company has offered and which I will accept(Please let me know how and when the refund will be provided to me.)
The second item was the warranty for the garbage disposalThe company’s own response refers to this as follows: “If we supply and install a fixture we will warranty that service for two (2) years parts and laborIf we complete a repair, we will warranty that service for one (1) year parts and labor.” I have received no warranties for my records, and still request that they be provided to me, at least for the garbage disposal
The final item I requested was an itemized receiptIn case additional details are needed as to the continuing reason for this: the technician who performed the services told me that he could tell from snaking the drain that the clog extended into underground pipes that were outside the houseWhen I mentioned this to the property manager for our homeowners association, he asked me for a copy of the itemized receipt so he could have the association reimburse me for a portion of the costs for clearing the drain(As a homeowner, I am only responsible for problems within my house, not problems involving common elements or limited common elements.) The lack of an itemized receipt from My Plumber is potentially costing me moneyEven if the receipt simply splits out the costs of the drain clearing from the garbage disposal costs and includes a description of the technician’s findings regarding the pipe clog, that would probably be sufficient
I might also point out that while I did decline the camera inspection that was offered two days after the service (because the timing was not convenient), I intended to rescheduleHowever, I no longer wish to avail myself of this service from My Plumber
I look forward to hearing you again at your earliest convenienceThank you again for your assistance
Sincerely,
*** ***
Revdex.com of Washington DC
and Greater Eastern Pennsylvania
"Arial","sans-serif">
Attn: [redacted]
Trade Practice
Consultant
Ref.: Complaint # [redacted]
[redacted]
[redacted]
Lorton, VA [redacted]
Dear [redacted]:
My Plumber Heating and
Cooling is pleased to provide the following response to the complaint
referenced above
[redacted] agreed to a
service to replace a blower motor, absorption, and flame sensing components
in gas furnace in the basement on February 17, 2015.
The breakdown of this
job is as follows:
·
$Parts and Labor
(50%)
·
$Overhead (42%)
·
$Profit (8%)
We already
provided [redacted] with a 10% Senior Discount, to resolve this matter in a
timely fashion I will provide him with a 10% refund
Please let me know if
this breakdown, and resolution is acceptable for [redacted]
Sincerely,
Michael *J[redacted]
Customer Service
Manager
My Plumber Heating and
Cooling
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
See attached statement. This is the only receipt that I ever received other than the estimate proposed by the company for $30000 to repair a broke sewer line, which was not the case. I had another reputable plumber come into the home the next day. This plumber put a camera down the sewer line and found a clog in the exact spot that MyPlumber claimed was a break. There was toilet paper that clogged the line. It was removed and the plumber showed the debris. There was no sand, rags, nor dirt present. The plumber informed me that there was no possible way that anyone could see sand or dirt at all.... The exhibit C that the company claims that I signed confirming everything is not even mine. I never signed this, nor is the address listed my address, etc. I requested that the toilet not be removed and was told that MyPlumber has to remove it because they could not get the snake down the outside plumbing entry. The 2nd plumber easily placed his snake down the outside entry and no need to remove the toilet. In addition, MyPlumber lost the caps for the toilet and did not remove the wax ring, which I had to have the other plumber do because of leaking. I was never shown any of the debris that supposedly was removed from the line. There were not any trash cans in the home with any of the supposed debris. I have not had any problems with my sewer line since it was flushed out properly by a reputable plumber. I did make a mistake which I willingly take full responsibility for. I inadvertently put down the incorrect amount for the snaking. The amount is $348 which you will see that I have attached. I have, nor have I received any other documentation regarding the attempt for repair on the days in question. I am requesting a FULL refund as the service was not performed to my satisfaction. I did not request for the toilet to be removed. I requested snaking to be done outside, not through the toilet. I feel that I should not have to pay for something that was not done to my satisfaction. The repair (clog) was not completed. Instead, I was led to believe that I needed to mortgage my home to have a street sewer repair done due to a broken sewer line, which turned out to be FALSE. Also, I have no idea what a water closet is, nor have I ever even seen the receipt that was provided that claimed the water closet was repaired. The clog was in the sewer line and the toilet was pulled and and placed back after several attempts at unclogging the line. This is not something I should have to pay for as the clog was not removed.
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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:Have spoken with several other plumbers that stated that proper protocol wasNot taken by my plumber. It is a professional companies job to understand the details of working in older homes. Room was not sealed properly and dust was spread throughout home. Employee tookComplete blame for this weather you want to admit that or Not. Employees name was terry.We asked you guys to check on a leak in our kitchen that was not there Prior to you guys coming in to snake the area due to Not having obtaining a work permit from fairfax city. We would have never asked you to Come in otherwise, but the city required It because you once again did not follow proper Protocols. Permits are supposed to be pulled prior to and during work, not afterwards because you forgot. We are willing to work with you guys on a total price, but refuse to pay total price for work that was done haphazardly, unprofessionally, and could put my family at long term health risk. Regards,
[redacted]
Revdex.com of Washington DC and Greater Eastern PennsylvaniaAttn: Mr. David Dennis Trade Practice ConsultantRef:Complaint ID #10323076 Ms. [redacted] FraserDear Mr Dennis:In regards to Ms. Fraser’s complaint, My Plumber...
Heating and Cooling has the following the following responses.First, I need to make it very clear. Ms. Fraser was not charged $438.00 for snaking her sewer line. Ms. Fraser was charged $348.00 on a Visa credit card for pulling and resetting her water closet. (see Credit Card transaction receipt) Ms. Fraser is incorrect in the amount and the task we did complete. Please see Attachment A with Ms. Fraser’s signatures on our invoice for pulling and resetting the water closet. On our initial visit to Ms. Fraser’s home on Saturday evening, October 18, 2014, our technician also noted Ms. Fraser has a broken clean out and sewage was discharging in her yard. (Please see picture of the outside clean out in Attachment B)Please note Ms. Fraser’s signatures on our invoice #1410201170MCC (Attachment C) that we cabled the line again and pulled back rags, dirt and sand. The presence of rags in the sewer line is an obvious misuse. Mr. Fraser was not charged for this visit. Ms. Fraser was aware of what we removed from her sewer.We dispatched a camera inspector to her home the same day to video the line because we were not able to get the cables past 105 feet in her sewer line after trying multiple times. Our camera inspector noted he was also not able to get pass 105 ft. He determined the line has an issue. Our camera inspector walked the inspection path with Ms Fraser and pointed out the area the camera could go no further, We maintain his opinion is correct. And Ms. Fraser’s problems will continue unless this matter is addressed. ...⇄ Plumber Heating and Cooling has a moral obligation to provide professional, honest and ethical service to all of our customers. We service thousands of customers every year with the goal to provide 100% satisfaction. However, we understand no one can provide 100% of the people 100% of the time, even when service is free. We dispatched three (3) different technicians to Ms. Fraser’s home for a total of four (4) visits. Many hours were used in the attempt to resolve Ms. Fraser’s plumbing issues that were not caused by us. Every hour spent by our technicians was dedicated to help her. Ms. Fraser was only charged for the pull and reset of the water closet, which she signed for on our invoice. All of the attempts to snake the sewer line and the camera inspection were completed as a no charge to Ms. Fraser. Based on Ms. Fraser’s comments she sees no value for our efforts.My Plumber Heating and Cooling stands by our technician’s diagnosis. We are willing to provide another no charge camera inspection to inspect the line with **. Fraser and see if her sewer line is problem free. If no issues are found then we are willing to refund the charge for the pull and reset for the water closet for $348.00. Please let me know when I can schedule the camera re-inspection.Sincerely,Georgette S[redacted]Resolution ManagerMy Plumber Heating and Cooling6 Attachments
Our goal is complete customer satisfaction. We are saddened you feel harassed and we can assure you that is not how we do business. Our sincerest apologies for any irritation or inconvenience these calls may have caused. Although we strive for perfection, we sometimes miss the mark. We 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 expedited. Nevertheless, 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 prompted. Unless a customer speaks with a live agent, we are unaware of your request to be placed on our DO NOT CALL LIST. Once again, we have taken the necessary steps to ensure contact ceases. If you have any further questions or problems, please feel free to contact our Customer Relations Department directly at ###-###-####, e [redacted].
Date: Fri, Jun 24, 2016 at 10:28 AMSubject: [redacted]To: [redacted] <[redacted]@myRevdex.com.org>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
Ref.: Complaint # [redacted]
[redacted]
[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] $559.
Sincerely,
Michael *. J[redacted]
Customer Service Manager
My Plumber Heating and
Cooling
[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 did try to contact Mr. C[redacted], by phone and email, no response, thus I decided to submit a claim thru you. Yes, after much discussion they did refund the $600 for copper,but I feel that $168 is too little of the $1870 charged, and before work was done they should have known what they needed to do. I even told them we were willing to negotiate a better split. I will be pleased toprovide you with copies of all correspondence.
Regards,
[redacted]