Revdex.com of Washington DC and
Greater Eastern Pennsylvania
Attn: Mr. [redacted]
Trade Practice
Consultant
Ref.: Complaint # [redacted]
[redacted]...
[redacted]
[redacted]
Manassas, VA 22151
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 2013.
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, 2015. Our technician’s duty was to correct
an improperly working toilet with Ms. [redacted]’s request and permission. The
price for this service was $2107.00, and
she received a Senior Citizen discount of $200, making the final price $1907.00.
This was presented to Ms. [redacted] before any work commenced. She 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 $ 487.00 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 $ 1907.00. 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 .
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 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 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] $ 476.75.
Please let me know if
this resolution will be acceptable for Ms. [redacted].
Sincerely,
Michael A. J[redacted]
Customer Service Manager
My Plumber Heating and
Cooling
From: [redacted] <[redacted].com>Date: Thu, Nov 3, 2016 at 10:04 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Good Morning,Thank you so...
much for your prompt attention to this matter. I responded to MyPlumber yesterday after submitting my complaint to the Revdex.com and let MyPlumber know that I have submitted the complaint and that the Revdex.com should be following up with them shortly. They quickly responded by saying they would take $2,000.00 off the amount owed to them. I am so disappointed that it took filing a Revdex.com complaint for them to agree to our compromise.I would say that my situation is resolved, although, I still think this the Revdex.com needs to look into this company. We were treated so poorly through the entire process and their Customer Service Representative, Sharon D[redacted], was extremely rude toward us and was not empathetic to what we had to endure through the process that took 3 times the amount of time that they had guaranteed us. When we spoke to individuals who were actually doing the work at our house, they said that management always gives wrong information and that they end up being the ones that get the brunt of it because they are on site. The workers also said the salesman, Troy, had given wrong information on numerous occasions and left so many customers unhappy with the lack of communication and timeline. The workers also said that Troy should have never given a 3 day timeline because it is impossible to do that amount of work in that short timespan. All we asked for through the entire project was clear communication and expectations. We were the ones who had to follow up numerous times per day to get any little bit of detail as to what was going on in our home. As I shared in my complaint, we had 9 points of contact through the whole project and when one POC would get upset with our frustration, they would stop answering the phones and pawn us off on someone else. We weren't even that frustrated, we just wanted to know what was going on.Anyway, thank you for looking into this, but as I said earlier, our situation seems to be resolved based on their agreement to compromise.Thank you~[redacted]
We had no knowledge of asbestos until customer made
us aware after the fact.We are not an asbestos abatement company.The work is permitted.Our trenching work was around one foot wide to
remove and accommodate new line.We offered to have a professional cleaning
company go out and clean...
customer's home as a courtesy, customer declined.We have continually attempted to complete work
which consists of connecting plumbing in bathroom, customer declined.
While I have documentation expressing sorrow for
[redacted]'s miscarriage, the is no supporting medical evidence that this
situation had any involvement.We have been out to customer's home as recently
as September 25, 2015. It is the homeowner’s responsibility to inform
contractors of potential problems in their home.The sampling standards are set by the EPA not
MyPlumber.The statement that my company spread asbestos
over the entire home is inaccurate as the test results indicate levels of not
detectable and well EPA standards.There was a preexisting condition which we were
not informed of that exposed my employees to a hazardous situation.Customer states home inspection did not reveal
asbestos, when in fact there is/was.Customer had flooring installed over the
asbestos tile; the installer should have informed you of the asbestos and
recommended removal.We came out to repair line from kitchen to main
drain with the attempt to save as much of your flooring as possible.Our safety record is open for scrutiny anytime
as there are local, state and federal oversight into our industry.Customer has from the beginning has attempted to
have the work we completed at his home free of charge.We are not liable for conditions at customer’s
home.
Contacted [redacted] via email requesting his mother's phone number which he provided; apologized for situation. Vender contacted and informed to cease and desist immediately, they complied.
Revdex.com of Washington DC and
Greater Eastern Pennsylvania
Attn: Mr. [redacted]
Trade Practice
Consultant
Ref.: Complaint # [redacted]
[redacted]...
[redacted]
[redacted]
Manassas, VA 22151
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 2013.
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, 2015. Our technician’s duty was to correct
an improperly working toilet with Ms. [redacted]’s request and permission. The
price for this service was $2107.00, and
she received a Senior Citizen discount of $200, making the final price $1907.00.
This was presented to Ms. [redacted] before any work commenced. She 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 $ 487.00 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 $ 1907.00. 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 .
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 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 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] $ 476.75.
Please let me know if
this resolution will be acceptable for Ms. [redacted].
Sincerely,
Michael A. J[redacted]
Customer Service Manager
My Plumber Heating and
Cooling
From: [redacted] <[redacted].com>Date: Thu, Nov 3, 2016 at 10:04 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Good Morning,Thank you so...
much for your prompt attention to this matter. I responded to MyPlumber yesterday after submitting my complaint to the Revdex.com and let MyPlumber know that I have submitted the complaint and that the Revdex.com should be following up with them shortly. They quickly responded by saying they would take $2,000.00 off the amount owed to them. I am so disappointed that it took filing a Revdex.com complaint for them to agree to our compromise.I would say that my situation is resolved, although, I still think this the Revdex.com needs to look into this company. We were treated so poorly through the entire process and their Customer Service Representative, Sharon D[redacted], was extremely rude toward us and was not empathetic to what we had to endure through the process that took 3 times the amount of time that they had guaranteed us. When we spoke to individuals who were actually doing the work at our house, they said that management always gives wrong information and that they end up being the ones that get the brunt of it because they are on site. The workers also said the salesman, Troy, had given wrong information on numerous occasions and left so many customers unhappy with the lack of communication and timeline. The workers also said that Troy should have never given a 3 day timeline because it is impossible to do that amount of work in that short timespan. All we asked for through the entire project was clear communication and expectations. We were the ones who had to follow up numerous times per day to get any little bit of detail as to what was going on in our home. As I shared in my complaint, we had 9 points of contact through the whole project and when one POC would get upset with our frustration, they would stop answering the phones and pawn us off on someone else. We weren't even that frustrated, we just wanted to know what was going on.Anyway, thank you for looking into this, but as I said earlier, our situation seems to be resolved based on their agreement to compromise.Thank you~[redacted]
We had no knowledge of asbestos until customer made
us aware after the fact.We are not an asbestos abatement company.The work is permitted.Our trenching work was around one foot wide to
remove and accommodate new line.We offered to have a professional cleaning
company go out and clean...
customer's home as a courtesy, customer declined.We have continually attempted to complete work
which consists of connecting plumbing in bathroom, customer declined.
While I have documentation expressing sorrow for
[redacted]'s miscarriage, the is no supporting medical evidence that this
situation had any involvement.We have been out to customer's home as recently
as September 25, 2015. It is the homeowner’s responsibility to inform
contractors of potential problems in their home.The sampling standards are set by the EPA not
MyPlumber.The statement that my company spread asbestos
over the entire home is inaccurate as the test results indicate levels of not
detectable and well EPA standards.There was a preexisting condition which we were
not informed of that exposed my employees to a hazardous situation.Customer states home inspection did not reveal
asbestos, when in fact there is/was.Customer had flooring installed over the
asbestos tile; the installer should have informed you of the asbestos and
recommended removal.We came out to repair line from kitchen to main
drain with the attempt to save as much of your flooring as possible.Our safety record is open for scrutiny anytime
as there are local, state and federal oversight into our industry.Customer has from the beginning has attempted to
have the work we completed at his home free of charge.We are not liable for conditions at customer’s
home.
Contacted [redacted] via email requesting his mother's phone number which he provided; apologized for situation. Vender contacted and informed to cease and desist immediately, they complied.