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
[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:
After almost two months still they are not giving the price of each item that they have used. This company is playing with words and every time they are sending a different break down. I think I am over charged around $900.00 I am a 73 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 lot. I have learned my lesson that do not trust theses kind of companies and get at least one more estimate. It is sham that for a small job we have to involve a lawyer to fight for our rights. I 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 charges. Thank you Revdex.com for your help and cooperation in this matter.
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.
From: Michael J[redacted] <[redacted]@myplumber.com>Date: Thu, Jun...
18, 2015 at 11:50 AMSubject: Re: ComplaintTo: [redacted] <[redacted].com>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"
Revdex.com1411 K St. NW 10th FloorWashington, D.C. 20005-3404September 14, 2015REF: [redacted]Fredericksburg, VA [redacted]Customer’s two HVAC systems are over 10 years old, we did not install.Customer states last contact with MyPlumber was on July 24, 2015 when...
in fact we have been to customer’s home 8/5/2015, 8/12/2015 and 8/14/2015. 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 $2000 in no charge work. Customer 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[redacted]Resolutions ManagerMyPlumber Heating and Cooling[redacted]@MyPlumber.com ###-###-####
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.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] PS. I called My Plumber many times and did not receive any call backs until I opened this case and sent a certified letter and several emails.
Revdex.com of Washington DC and
Greater Eastern PennsylvaniaAttn: [redacted] Trade Practice
ConsultantRef.: Complaint # [redacted]
Arlington , VA [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
went to [redacted]’s residence on 6-25-2015. We were there to perform a $49
HVAC Inspection. This is a visual inspection. We performed the inspection, and provided
our findings. [redacted] then sought a second opinion, and went with the
findings of the second opinion.My Plumber heating and
Cooling will refund the $49 for the service that we performed. We will not pay
for [redacted]’s decision to use another company when we never physically
touched her system.Sincerely,Michael *. J[redacted]Customer Service ManagerMy Plumber Heating and
Cooling
September 11, 2015I received your only and final notice concerning [redacted] today.We work by the job/task and not the hour, each job/task has an associated task number and price.Our business model is 50% of each job is for labor and parts, 45% is for overhead and 5% is profit.The two jobs that we charged [redacted] for are:[redacted] Furnish/install new [redacted] White Toilet, which includes disposal of old toilet $776. There is a two year warranty on this work.[redacted] Install new toilet flange in basement bath $716. There is a two year warranty on this work.After refunds customer paid a total of $1492.A copy of this letter is being sent to customer to her email address [redacted].com.This correspondence closes this matter.Please contact me if I may be of further assistance.Harry WResolutions Manager
Date: Mon, Jul 31, 2017 at 12:48 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 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
[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 as stated in the complaint, we propose that the company remove the system that has been installed, and that we will pay $195 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 12. 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 $195 for repair of the toilet.
Regards,
[redacted] , with the assistance of Dolores L Owens
[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: The response is partially true. The company has informed me it will refund the inspection fee after providing poor services to me. I 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-$4000 to repair. Instead, I had to pay $500 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 $49 inspection fee plus the cost to add freon to my system - much lower cost than $500.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Customer was called by our outbound call service and initial service call for oil furnace not working was conducted February 23, 2016. Our certified licensed technician noted the following:
• February 23, 2016 customer has heat. Found the [redacted] oil furnace badly sooted and in need of...
maintenance. Customer does not want the humidifier repaired. Needs a new nozzle, new oil filter, electrodes adjusted, both primary and secondary air adjustments cleaning of the heat exchanger and the flue. Also recommended new air filter and the pulling and cleaning the blower motor and the blower wheel. Discussed our VIP HSP maintenance. All declined at this time. Customer has other service companies scheduled for estimates. $79.50 [redacted] • February 24, 2016 landlord/tenant situation. Landlord would not return my phone calls for payment or for instructions on locking/ closing up the house.
• Spoke to [redacted]. Customer had declined our repair estimate yesterday then later called back and wanted some of the work done.
• She originally called us out, in her words, because the furnace burped and created soot which her tenants had tracked thru the home. I returned today and replaced the oil filter, oil nozzle, and adjusted the electrodes and both the primary and secondary. Replaced the blower electrical absorption system.
• She stopped by at this point and said that additional soot was in the home. I never cleaned out the heat exchanger or disassembled the flue.
• This furnace needs a complete cleaning, flue cleaning and chimney cleaning. Also the blower wheel and filter and most likely the A coil need cleaning. She did not want the humidifier worked on. Two tenants asked me this morning about their sinus issues which I told them it was being caused by the furnace and the humidifier. Pulled the side door, the only door I used, closed but couldn't lock it due to a key needed for the deadbolt. Spoke to Leon, Harry, and [redacted]. The soot is being pulled in by the return cutout for the air filter, which isn't sealed on either end. [redacted] Created By: [redacted] (02/24/2016 18:14:04) I have been in contact with [redacted], Miller and the customer; Customer states inside of home covered with black soot. We are not/have not taken any responsibility for this; [redacted] was out yesterday along with two other companies for estimates per customer. [redacted] stated none of the work he did would have caused this situation, noticed black soot February 23, 2016 Furnace was working when we came out yesterday and today.
• According to work description per outbound call service furnace was not working.
Created By: [redacted] (02/24/2016 18:14:04) Called customer for payment after she would not answer technician’s calls or return voice messages for payment. Customer stated tenants woke to black soot coming from noses and she experienced black soot in her nose after one hour at the home. Did not have soot issue before service work. Customer stated she called Service Master and they informed her it would be $5000 to rent Air Scrubbers, sight unseen.
• Customer states [redacted] did not close vents and informed her they would experience black soot for 2 - 3 days.
• Customer did not pay bill of $940 until she figures out how much remediation is going to be as she has housed tenants at another location. Informed customer we are conducting investigation and will contact her tomorrow, customer has my contact information.
• Per technician tenants complained about black soot on February 23 and again on February 24, 2016 which indicated this was a pre-existing condition.
•
February 29, 2016 I spoke with customer and she stated tenants were still having soot problem; offered to send same or another technician out, customer declined and stated she was having another company complete recommended work. Customer stated she paid for air scrubber rental and housekeeping services and we are even and she does not owe us anything, asked customer about value of work completed at rental property, customer did not want to hear that.
Created By: [redacted] (03/04/2016 14:54:08) Customer called into customer service even having Harry’s contact information to ask why she got an outstanding invoice from us when technician did not complete any work. Customer service representative read technician’s notes to customer of work completed; customer then stated that technician the nozzle he installed was the wrong size. Customer service representative again offered to send another technician out, customer declined as she had work completed by another company. Customer was transferred to accounting department to discuss bill and she hung up.
Customer has my direct contact information and has called to discuss this with others instead of me; I turned customer over to our collections department
Created By: [redacted] (03/29/2016 16:50:14) Customer called into customer service because she received final notice and has been waiting for someone to be reasonable, her patience is about to expire and she is upset as we have not given in to her request to waive bill. Customer stated she was going to contact Revdex.com, [redacted] and start a campaign against us.
SUMMARY:
• Customer did not pay for services provided.
• Customer declined offers for return visits by certified licensed technician to address her concerns.
• Customer had pre-existing condition with soot in the home.
• Customer has been provided with invoice and is attached to final notice, sending another today.
• Customer was not present at conclusion of work.
Revdex.com of Washington DC and
Greater Eastern Pennsylvania
Attn: Mr. [redacted]
Trade Practice
Consultant
Ref.: Complaint # [redacted]
[redacted]
[redacted]
Manassas, VA 22151
Dear Mr. [redacted]:
My Plumber Heating and
Cooling is pleased to provide the following response to the rejection of our
response to the referenced above.
Due to the fact 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
2013, and our business practices have not deviated during this time, we will
accept her terms of payment for $195, as well request that she reimburses My
Plumber Heating and Cooling $200 to
come out and remove the system she agreed to have installed.
Furthermore, we will note
in our internal records that for My Plumber Heating and Cooling to perform any
future work for Ms. [redacted], that a third party approve such work, in the name
of [redacted]
Sincerely,
Michael A. J[redacted]
Customer Service Manager
My Plumber Heating and
Cooling
Roman","serif""> ...⇄ />
January 7, 2015
Revdex.com
of Washington DC and Greater Eastern Pennsylvania
Attn:
[redacted]
Trade
Practice Consultant
Ref.:
Complaint # [redacted]
[redacted]
[redacted]
Alexandria
, VA [redacted]
Dear [redacted]:
My Plumber Heating and Cooling is pleased to provide
the following response to the complaint referenced above.
First,
I want to apologize that [redacted] did not get the timely response we expect
all of our customers to receive. I have
no excuse other than several managers including myself were on vacation at
various times throughout the month of December.
[redacted]’s agreed to a service to clear a blockage in her kitchen sink on November
26, 2014. Our technician’s duty was to clear this blockage at [redacted]’s
request and permission. I understand
she was not able to locate two (2) other contractors to meet her demand, but we
did, and as she states, in a timely fashion.
The price for relieving this blockage was $459.00. This service includes a courtesy service of a
camera inspection so we can assure our customers that the blockage is relieved
and then we can set warranty for ninety (90) days with one (1) free
cabling. If there is a problem with the
drain line now is the time to determine that before another blockage can
occur. [redacted] declined the camera
inspection set for two (days) later , saying she would call back to
reschedule. She cancelled this courtesied
service December 18, 2014.
Per
our technician’s comments he noticed the existing garbage disposal was leaking
from the top. [redacted] was quoted a
replacement cost of $ 487.00 for a ½ [redacted] garbage disposal, which includes a
two (2) year warranty on parts and labor.
[redacted] is correct the total price she paid was $ 946.00. 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 . So we are having some growing pains. I hope the information regarding payment per
service provided above answers those questions.
My
Plumber Heating and Cooling is flat rate, upfront pricing company. All of our technicians are supplied with
[redacted] 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
miscommunication. A 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 50 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 [redacted]’s request for resolution, essentially she wants the garbage
disposal free. I am apologetic that we
did not respond as we normally do for our customers. Somewhere, along the way her issue slipped
through a crack in our system. We are
working on remedying this from happening again.
I would like to resolve this matter with a refund of 25% of the service
call. I propose to refund [redacted] $
236.50.
Please
let me know if this resolution will be acceptable for [redacted].
Sincerely,
Georgette
S[redacted]
Resolution
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]
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: 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 date. This 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 practices. The MD States AG is in contact and will be following up on this contractor as well.
Regards,
[redacted]
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
[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:
After almost two months still they are not giving the price of each item that they have used. This company is playing with words and every time they are sending a different break down. I think I am over charged around $900.00 I am a 73 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 lot. I have learned my lesson that do not trust theses kind of companies and get at least one more estimate. It is sham that for a small job we have to involve a lawyer to fight for our rights. I 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 charges. Thank you Revdex.com for your help and cooperation in this matter.
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.
From: Michael J[redacted] <[redacted]@myplumber.com>Date: Thu, Jun...
18, 2015 at 11:50 AMSubject: Re: ComplaintTo: [redacted] <[redacted].com>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"
Revdex.com1411 K St. NW 10th FloorWashington, D.C. 20005-3404September 14, 2015REF: [redacted]Fredericksburg, VA [redacted]Customer’s two HVAC systems are over 10 years old, we did not install.Customer states last contact with MyPlumber was on July 24, 2015 when...
in fact we have been to customer’s home 8/5/2015, 8/12/2015 and 8/14/2015. 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 $2000 in no charge work. Customer 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[redacted]Resolutions ManagerMyPlumber Heating and Cooling[redacted]@MyPlumber.com ###-###-####
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.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] PS. I called My Plumber many times and did not receive any call backs until I opened this case and sent a certified letter and several emails.
Revdex.com of Washington DC and
Greater Eastern PennsylvaniaAttn: [redacted] Trade Practice
ConsultantRef.: Complaint # [redacted]
Arlington , VA [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
went to [redacted]’s residence on 6-25-2015. We were there to perform a $49
HVAC Inspection. This is a visual inspection. We performed the inspection, and provided
our findings. [redacted] then sought a second opinion, and went with the
findings of the second opinion.My Plumber heating and
Cooling will refund the $49 for the service that we performed. We will not pay
for [redacted]’s decision to use another company when we never physically
touched her system.Sincerely,Michael *. J[redacted]Customer Service ManagerMy Plumber Heating and
Cooling
September 11, 2015I received your only and final notice concerning [redacted] today.We work by the job/task and not the hour, each job/task has an associated task number and price.Our business model is 50% of each job is for labor and parts, 45% is for overhead and 5% is profit.The two jobs that we charged [redacted] for are:[redacted] Furnish/install new [redacted] White Toilet, which includes disposal of old toilet $776. There is a two year warranty on this work.[redacted] Install new toilet flange in basement bath $716. There is a two year warranty on this work.After refunds customer paid a total of $1492.A copy of this letter is being sent to customer to her email address [redacted].com.This correspondence closes this matter.Please contact me if I may be of further assistance.Harry WResolutions Manager
Date: Mon, Jul 31, 2017 at 12:48 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 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
[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 as stated in the complaint, we propose that the company remove the system that has been installed, and that we will pay $195 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 12. 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 $195 for repair of the toilet.
Regards,
[redacted] , with the assistance of Dolores L Owens
[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: The response is partially true. The company has informed me it will refund the inspection fee after providing poor services to me. I 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-$4000 to repair. Instead, I had to pay $500 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 $49 inspection fee plus the cost to add freon to my system - much lower cost than $500.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Customer was called by our outbound call service and initial service call for oil furnace not working was conducted February 23, 2016. Our certified licensed technician noted the following:
• February 23, 2016 customer has heat. Found the [redacted] oil furnace badly sooted and in need of...
maintenance. Customer does not want the humidifier repaired. Needs a new nozzle, new oil filter, electrodes adjusted, both primary and secondary air adjustments cleaning of the heat exchanger and the flue. Also recommended new air filter and the pulling and cleaning the blower motor and the blower wheel. Discussed our VIP HSP maintenance. All declined at this time. Customer has other service companies scheduled for estimates. $79.50 [redacted] • February 24, 2016 landlord/tenant situation. Landlord would not return my phone calls for payment or for instructions on locking/ closing up the house.
• Spoke to [redacted]. Customer had declined our repair estimate yesterday then later called back and wanted some of the work done.
• She originally called us out, in her words, because the furnace burped and created soot which her tenants had tracked thru the home. I returned today and replaced the oil filter, oil nozzle, and adjusted the electrodes and both the primary and secondary. Replaced the blower electrical absorption system.
• She stopped by at this point and said that additional soot was in the home. I never cleaned out the heat exchanger or disassembled the flue.
• This furnace needs a complete cleaning, flue cleaning and chimney cleaning. Also the blower wheel and filter and most likely the A coil need cleaning. She did not want the humidifier worked on. Two tenants asked me this morning about their sinus issues which I told them it was being caused by the furnace and the humidifier. Pulled the side door, the only door I used, closed but couldn't lock it due to a key needed for the deadbolt. Spoke to Leon, Harry, and [redacted]. The soot is being pulled in by the return cutout for the air filter, which isn't sealed on either end. [redacted] Created By: [redacted] (02/24/2016 18:14:04) I have been in contact with [redacted], Miller and the customer; Customer states inside of home covered with black soot. We are not/have not taken any responsibility for this; [redacted] was out yesterday along with two other companies for estimates per customer. [redacted] stated none of the work he did would have caused this situation, noticed black soot February 23, 2016 Furnace was working when we came out yesterday and today.
• According to work description per outbound call service furnace was not working.
Created By: [redacted] (02/24/2016 18:14:04) Called customer for payment after she would not answer technician’s calls or return voice messages for payment. Customer stated tenants woke to black soot coming from noses and she experienced black soot in her nose after one hour at the home. Did not have soot issue before service work. Customer stated she called Service Master and they informed her it would be $5000 to rent Air Scrubbers, sight unseen.
• Customer states [redacted] did not close vents and informed her they would experience black soot for 2 - 3 days.
• Customer did not pay bill of $940 until she figures out how much remediation is going to be as she has housed tenants at another location. Informed customer we are conducting investigation and will contact her tomorrow, customer has my contact information.
• Per technician tenants complained about black soot on February 23 and again on February 24, 2016 which indicated this was a pre-existing condition.
•
February 29, 2016 I spoke with customer and she stated tenants were still having soot problem; offered to send same or another technician out, customer declined and stated she was having another company complete recommended work. Customer stated she paid for air scrubber rental and housekeeping services and we are even and she does not owe us anything, asked customer about value of work completed at rental property, customer did not want to hear that.
Created By: [redacted] (03/04/2016 14:54:08) Customer called into customer service even having Harry’s contact information to ask why she got an outstanding invoice from us when technician did not complete any work. Customer service representative read technician’s notes to customer of work completed; customer then stated that technician the nozzle he installed was the wrong size. Customer service representative again offered to send another technician out, customer declined as she had work completed by another company. Customer was transferred to accounting department to discuss bill and she hung up.
Customer has my direct contact information and has called to discuss this with others instead of me; I turned customer over to our collections department
Created By: [redacted] (03/29/2016 16:50:14) Customer called into customer service because she received final notice and has been waiting for someone to be reasonable, her patience is about to expire and she is upset as we have not given in to her request to waive bill. Customer stated she was going to contact Revdex.com, [redacted] and start a campaign against us.
SUMMARY:
• Customer did not pay for services provided.
• Customer declined offers for return visits by certified licensed technician to address her concerns.
• Customer had pre-existing condition with soot in the home.
• Customer has been provided with invoice and is attached to final notice, sending another today.
• Customer was not present at conclusion of work.
Revdex.com of Washington DC and
Greater Eastern Pennsylvania
Attn: Mr. [redacted]
Trade Practice
Consultant
Ref.: Complaint # [redacted]
[redacted]
[redacted]
Manassas, VA 22151
Dear Mr. [redacted]:
My Plumber Heating and
Cooling is pleased to provide the following response to the rejection of our
response to the referenced above.
Due to the fact 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
2013, and our business practices have not deviated during this time, we will
accept her terms of payment for $195, as well request that she reimburses My
Plumber Heating and Cooling $200 to
come out and remove the system she agreed to have installed.
Furthermore, we will note
in our internal records that for My Plumber Heating and Cooling to perform any
future work for Ms. [redacted], that a third party approve such work, in the name
of [redacted]
Sincerely,
Michael A. J[redacted]
Customer Service Manager
My Plumber Heating and
Cooling
Roman","serif"">
...⇄ /> January 7, 2015
Revdex.com
of Washington DC and Greater Eastern Pennsylvania
Attn:
[redacted]
Trade
Practice Consultant
Ref.:
Complaint # [redacted]
[redacted]
[redacted]
Alexandria
, VA [redacted]
Dear [redacted]:
My Plumber Heating and Cooling is pleased to provide
the following response to the complaint referenced above.
First,
I want to apologize that [redacted] did not get the timely response we expect
all of our customers to receive. I have
no excuse other than several managers including myself were on vacation at
various times throughout the month of December.
[redacted]’s agreed to a service to clear a blockage in her kitchen sink on November
26, 2014. Our technician’s duty was to clear this blockage at [redacted]’s
request and permission. I understand
she was not able to locate two (2) other contractors to meet her demand, but we
did, and as she states, in a timely fashion.
The price for relieving this blockage was $459.00. This service includes a courtesy service of a
camera inspection so we can assure our customers that the blockage is relieved
and then we can set warranty for ninety (90) days with one (1) free
cabling. If there is a problem with the
drain line now is the time to determine that before another blockage can
occur. [redacted] declined the camera
inspection set for two (days) later , saying she would call back to
reschedule. She cancelled this courtesied
service December 18, 2014.
Per
our technician’s comments he noticed the existing garbage disposal was leaking
from the top. [redacted] was quoted a
replacement cost of $ 487.00 for a ½ [redacted] garbage disposal, which includes a
two (2) year warranty on parts and labor.
[redacted] is correct the total price she paid was $ 946.00. 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 . So we are having some growing pains. I hope the information regarding payment per
service provided above answers those questions.
My
Plumber Heating and Cooling is flat rate, upfront pricing company. All of our technicians are supplied with
[redacted] 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
miscommunication. A 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 50 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 [redacted]’s request for resolution, essentially she wants the garbage
disposal free. I am apologetic that we
did not respond as we normally do for our customers. Somewhere, along the way her issue slipped
through a crack in our system. We are
working on remedying this from happening again.
I would like to resolve this matter with a refund of 25% of the service
call. I propose to refund [redacted] $
236.50.
Please
let me know if this resolution will be acceptable for [redacted].
Sincerely,
Georgette
S[redacted]
Resolution
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]
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: 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 date. This 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 practices. The MD States AG is in contact and will be following up on this contractor as well.
Regards,
[redacted]