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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]

In response to your letter dated 10/6/we provide the following: 1.) The dishwasher door was not being closed by the tenants properly, to the point it was not clicking shut, we showed them over and over, we even offered to purchase them a new dishwasher 2.) We have no reports that they ever told us the house smelled of cat urine; it would have been resolved immediately 3.) The air unit was responded to in general maintenance, again no report of maintenance need 4.) We were never asked to help with their electric bill due to the faulty air unitThe current tenants living in the house have never had a complaint about the AC unit 5.) The flooring, to help satisfy this, I replaced all flooring in the bathrooms and kitchen with vinyl flooring that was appropriate for the space (Not plastic) 6.) The ceiling leak was repaired immediately, the leak happened in an overnight inch rain 7.) We added circuit breakers, no issue; the electrician took care of it when we were notified of a problem 8.) The date to move out is clearly stated in the contract that they signed 9.) As for the damages, the house was left a complete mess We have properties, please visit our website ratchfordproperties.com you will clearly see we are a professional rental company with a good reputation The current tenants that live there now enjoy the property and our excellent maintenance they have renewed their lease for another year Sincerely, Robert Ratchford Ratchford Properties LLC

Pat K [redacted] 10:AM (minutes ago)to me Dear [redacted] I wanted to thank you for forwarding us the complaint ID [redacted] of the [redacted] I took the original call on Sunday evening, when we dispatched a technician to the job as they requestedWe returned Monday to make repairsto the plumbing systemAlthough the dishwasher itself is malfunctioning which was newly provided by the customer we repaired the plumbing Mr [redacted] called back to express his concern of the water pressure, and I stated to him that we would return to adjust the pressure to his likingWe scheduled for Tuesday 5/10/In the afternoon, Mrs [redacted] cancelled us coming out at that timeAt that point I have attempted several times and ways to reach the [redacted] s with no response back We wish to return and adjust the water pressure as needed and would like to discuss the invoice amount and make adjustments as agreed upon.Thank you for your assistance in the matter.Best Regards,Patrick K***Vice President - Ohio OperationsHJack's Plumbing & Heating Co.W# 440-943-0681F# 440-943-0693From: HJacks Plumbing Heating CoTo: " [redacted] [email protected]" < [redacted] [email protected]> Sent: Thursday, May 12, 11:AMSubject: Revdex.comMr& Mrs [redacted] , I have received the information from the Revdex.comI have been attempting to reach you by phone and emailPlease call me backI want to work to resolve the issues at handWe want to handle the water pressure and the invoice amountI can be reached at the office phone (440) 943-or my cell phone (440) 336- Thank you, Patrick K*** Vice PresidentHJack's Plumbing & Heating Co.pk***@hjacks.comHJacks Plumbing Heating Co10:AM to me Another Email to send to [redacted] Regarding ID [redacted] HJack's Plumbing & Heating Co.----- Forwarded Message -----From: HJacks Plumbing Heating CoTo: " [redacted] @aol.com" < [redacted] @aol.com> Sent: Wednesday, May 11, 10:AMSubject: Please Return our CallHello [redacted] , This is Patrick K***Please call me backI have not been able to reach you by phone the few times I have calledThank you, Patrick K*** 440-943-HJack's Plumbing & Heating Co

Business sent following update:We have re-issued the check in the amount of $that Ms [redacted] stated she never received, and shipped it for delivery prior to 10:AMtomorrow (10/2/15).The tracking number assigned to this transaction is: 781431993943.Feel free to call with any questions you may have

Response to Revdex.com Letter received on January 20,10# [redacted] Upon being notified by the homeowner of a possible leak on 10/4/16, a Blandford Homes Customer Service Representative responded immediately to her home to inspect the issueSince the source of the leak was not obvious, our Customer Service Representative asked questions to try to help discern where the water leak was coming from Our representative found the source of the leak to be inside the wall in the upstairs hall bath behind the sink and contacted the Plumber who performed the plumbing in the home to make the necessary repairsOur representative was not present at this repair appointment, and we did not have an opportunity to see or test the cup of liquid so there is no way for us to determine what it wasWe were told there was a Gatorade or Powerade bottle next to a cup but again, we were not there so we cannot respond It is not logical nor is there any reason or requirement of a builder to start cutting into all of her walls to see if there may be another Gatorade bottle in the walls We contacted a restoration company ServiceMaster Restoration by Caliente on 10/5/16,to ensure the proper restoration/cleanup was performed ServiceMaster informed us that this was a minor leak with very little cleneededSince the homeowner closed escrow on 8/30/and the leak was reported on 10/4/16, this is a relatively short-term leak and mold concerns usually occur when leaks go undetected for much longer periods oftimeAs a gesture of goodwill, Blandford Homes replaced the carpet in the entire upstairs and stairs even though the restoration company advised that the carpet had been clean and sanitized and could be tacked downBlandford Homes elected to replace the carpet so that the homeowner did not feel that her new carpet was compromised in any way The homeowner indicated that she was sensitive to molds, and has a history of allergies and sinus issuesTherefore, we hired an Air Quality Professional to come out and test her home to find out if there were any issues of concern, even though ServiceMaster informed us that their protocol with that minor of a leak would not have required any further action following their restorationThe Air Quality testing revealed as shown in their report attached that all measurements taken inside the residence met ASHRAE and EPA guidelines for clean building environmentsAttached are the reports from both companies along with the bills for their servicesWe do not agree that we are in any way whatsoever responsible to pay for medical bills of any kind when there is no connection whatsoever that the minor leak was the cause of her allergies and sinus issue and is supported by the Air Quality report findings attached With regard to the electric bills, our General Manager of Customer Service has told MsChamberlain that if she would supply copies of her electric bills before & after the restoration work was performed that we will forward them to Salt River Project and they have a formula to provide us with the increased cost for running the restoration equipmentThe purchase agreement signed by the homeowner and Blandford Homes specifically states that the builder is required to make the necessary repairs and is not responsible for consequential damages; however, as a gesture of goodwill we are willing to cover the additional electrical expense incurred by the equipment used in the restoration process (see attached Purchase Agreement pertaining to consequential damages) All the reports have been sent to the homeowner so when she sells her home, she will have them to disclose the leak was repaired, cleaned and inspected by professionals showing that all repairs and restoration was performed properly and in accordance with industry standards We feel we have gone above and beyond to take care of this matter for our valued homeownerWe take pride in going the extra mile to address issues quickly and professionallyBy replacing the carpet, hiring a professional restoration company, hiring an air quality professional, and agreeing to reimburse the homeowner for additional electrical expenses are testaments of our commitment to take excellent care of our homeowners Thank you for the opportunity to respond Attachments: Report from Hutzel & Associates, Inc Water Mitigation Report by ServiceMaster Restoration by Caliente Paid Invoices for Services and Carpet Replacement Purchase Agreement (Page related to Consequential Damages & Mold/Mildew initialed by Buyer) Submitted by Sheri V***,Blandford Homes 1/26/

Telephone response obtained from the company as followsThe company stated they have mailed the consumer the breakdown of the charges and sent it VIA e-mail once. The company stated the consumer wants an adjustment. The company stated they will call the consumer and offer him a consumer a
10% discount

Pat K*** 1:PMto me Dear *** ***,I want to provide a follow up on complaint ID #***We are scheduled to remove and replace a section of the concrete driveway. The work will take place within the next few weeks, weather andschedulingallowing.***
*** is satisfied with this resolution.Thank you,

We have spoken with Mr*** about this issue We reviewed the video surveillance and did not see a time when the bumper was damaged while the vehicle was in our shop Since the vehicle was towed to our facility, there is also a chance that the bumper was damaged when the car was
unloaded from the tow truck Unfortunately there does not appear to be evidence to show where exactly the damage happened However, we are interested in retaining Mr*** as a valued customer, and we would like to help with the repair of the damaged bumper We offered to have bumper repaired at the body shop we use for body work and to pay for half of the work to be done We also suggested to Mr*** that he contact his insurance company which provided the tow service and request that they pay for the other half of the cost.Regards,Michael ***Christian Brothers Automotive - Champions***

Blandford Homes elected not to have a representative at my home when the plumber came to repair the plumbingThe plumbers were contacted by *** *** of Blandford Homes who confirmed they did in fact find urine in both a Powerade container and an extra large open coffee cup from Circle KI have nothing to show future buyers there is no further biohazardous waste in my home.Air quality tests were run two months after the mold remediation and carpet replacement Of course the air is free from mold on the air quality tests. The carpet had not been cleaned by the remediation company and it's ridiculous for Blandford Homes to say they were going above and beyond by replacing my carpet that was damaged by their negligenceThe entire carpet had to be replaced to ensure the dye lots matchedThat should be a standard not an exception.I was verbally attacked by their employee, MrP*** in my homeInstead of even apologizing for his behavior, MsV*** of Blandford Homes said he didn't meet my standardsI think Blandford Homes should expect higher standards for their employees and expect them not to enter homes accusing homeowners of negligence and upsetting them enough to make them cry.Blandford Homes reply is no surprise to me since this is the level of customer care I've been shown and it's disturbing the excuses they make for their negligenceShame on Blandford Homes for treating their homeowners this way!

Business responded to complaint.August 14, 2014 *** *** *** ***. *** *** ** ***Dear Mrs***, Thank you for taking the time to share your most recent service experience with our company As a long standing and valued customer, your satisfaction is of
the utmost importance to us. We have contacted the City of Mayfield Heights on your behalf in order for the city to perform their final inspection The final inspection will be performed on Tuesday August 18, at 9:00am We would also like to have one of our supervisors on site to hear what the final inspection entails and what upgrades we need to do If the city requires any upgrades to the system we will do it at no additional cost to you.As far as the other concerns we can handle them directly with you or directly with the Revdex.com We have found it to be much easier to work directly with our customers to resolve any issues rather then going through the Revdex.com Which would you prefer? Either way, it will not reflect whether or not we do the work, we will make all proper upgrades to the Rinnai System It is our intention to make sure that all our customers are happy and that all work performed is complete and correctWould you like us to resolve the issues directly with you or directly with the Revdex.com? Please email me back with a confirmation that it is alright that the City of Mayfield Heights inspector can perform the final inspection and that out Supervisor can also be on hand Also please let me know which route you would like us to take, resolve all issues directly with you or directly with the Revdex.com.Thank you, Jennifer POffice Manager

Business sent following update:We have re-issued the check in the amount of $253.00 that Ms. [redacted]stated she never received, and shipped it for delivery prior to 10:30 AMtomorrow (10/2/15).The tracking number assigned to this transaction is: 781431993943.Feel free to call with any questions you may have.

Business responded to complaint.I want to respond back to you in regards to Complaint ID [redacted].  Thankyou for bringing this to our attention.I have spoken with Mr. [redacted] and his friend, Ms. [redacted],to come to a resolution of their concerns.We have agreed to refund back to the...

credit card $250.00 toward theproject.  We also performed a complete furnace precision tune-up on Mr.[redacted]'s heating system.At this time, I want to thank you for your assistance in this matter.Also, I would like to state that Mr. [redacted] is completely satisfied with theresolution.Best Regards,Patrick K[redacted]Vice President - Ohio OperationsH. Jack's Plumbing & Heating Co.W# 440-943-0681F# 440-943-0693

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]

Business responded to complaint.  See attached.Business response copied and pasted below by Revdex.com staff 12/8/15.December 8, 2015 RE: [redacted] Job at: [redacted] Dear [redacted], Thank you for forwarding the complaint #[redacted] to us for review. I...

want to forward the information that we provided to [redacted] Retail Services. The response to [redacted] was in April 2015. We have not had any response or contact from [redacted] since April of 2015. H. Jack's Plumbing & Heating Co. provided the work that was proposed for the boiler. Any additional problems or repairs that may be needed at the present time are above and beyond what we have serviced. The steam boiler repairs were permitted and inspected by the [redacted] County (PM [redacted]). All repairs that H. Jack's Plumbing & Heating Co. had made on or about November 5, 2014 were approved by the city inspector. H. Jack's Plumbing & Heating Co. and I personally had made several attempts to revisit the [redacted] project with the [redacted] manufacturer representative. We were not allowed to gain access to the project with Ms. [redacted]. This is a statement to us. It is very difficult to resolve a situation if there is no communication. Although we do not authorize any form of chargeback to our account, we will continue to work diligently to resolve Ms. [redacted]' concerns to her satisfaction. As an organization, we have close to (35) years' experience working with both hot water and steam boiler systems in residential and commercial applications. All service, workmanship, and materials provided at the above residence were in line with the proper municipality for appropriate inspection. Please note: this system provided reliable heat to this residence through the coldest and harshest winter we have experienced in decades. Several recommendations outlined in a site visit performed by [redacted] Plumbing & Heating were all  outside the scope of the initial project originally quoted to Ms. [redacted] (Please see Attachment A) by our company. We are not willing, nor feel obligated to pay for this additional work on an older, pre-existing system. However, we stand one hundred percent (100%) behind the workmanship and scope of p.2services we provided on or around November 5, 2014. If, for any reason, a failure occurs in that scope of work, warranty repairs will be made at no additional expense to Ms. Mann (Please see Attachments C and D). Moving forward, if Ms. Mann is uncomfortable continuing a professional working relationship with our company, and the need arises, we would willingly reimburse Ms. [redacted] a reasonable, agreed-upon, warranty reimbursement payment as it relates to the scope of services we both quoted and provided on or around November 5, 2014 (Please see Attachments A, B and C). Upon request, any future warranty reimbursement payments mutually agreed upon between Ms. [redacted] and H. Jack's Plumbing & Heating Co. will be issued directly to Ms. [redacted] or her preferred contractor of choice. We hope Ms. [redacted] sees this as a sincere gesture of goodwill to bring this matter to an amicable resolution. If I can be of further assistance, please contact me directly at (888) 458-1161 or [redacted].com. Thank you for working with us to resolve these questions. Best Regards, Patrick K[redacted] Vice President H.Jack's Plumbing & Heating Co.

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]

Response to Revdex.com Letter received on January 20,2017. 10#[redacted]   1.   Upon being notified by the homeowner of a possible leak on 10/4/16, a Blandford Homes Customer Service Representative responded immediately to her home to inspect the issue. Since the source of...

the leak was not obvious, our Customer Service Representative asked questions to try to help discern where the water leak was coming from.   2.  Our representative found the source of the leak to be inside the wall in the upstairs hall bath behind the sink and contacted the Plumber who performed the plumbing in the home to make the necessary repairs. Our representative was not present at this repair appointment, and we did not have an opportunity to see or test the cup of liquid so there is no way for us to determine what it was. We were told there was a Gatorade or Powerade bottle next to a cup but again, we were not there so we cannot respond.     It is not logical nor is there any reason or requirement of a builder to start cutting into all of her walls to see if there may be another Gatorade bottle in the walls.   3.  We contacted a restoration company ServiceMaster Restoration by Caliente on 10/5/16,to ensure the proper restoration/cleanup was performed.  ServiceMaster informed us that this was a minor leak with very little clean-up needed. Since the homeowner closed escrow on 8/30/16 and the leak was reported on 10/4/16, this is a relatively short-term leak and mold concerns usually occur when leaks go undetected for much longer periods oftime. As a gesture of goodwill, Blandford Homes replaced the carpet in the entire upstairs and stairs even though the restoration company advised that the carpet had been clean and sanitized and could be tacked down. Blandford Homes elected to replace the carpet so that the homeowner did not feel that her new carpet was compromised in any way.   4.  The homeowner indicated that she was sensitive to molds, and has a history of allergies and sinus issues. Therefore, we hired an Air Quality Professional to come out and test her home to find out if there were any issues of concern, even though ServiceMaster informed us that their protocol with that minor of a leak would not have required any further action following their restoration. The Air Quality testing revealed as shown in their report attached that all measurements taken inside the residence met ASHRAE and EPA guidelines for clean building environments. Attached are the reports from both companies along with the bills for their services. We do not agree that we are in any way whatsoever responsible to pay for medical bills of any kind when there is no connection whatsoever that the minor leak was the cause of her allergies and sinus issue and is supported by the Air Quality report findings attached.   5.  With regard to the electric bills, our General Manager of Customer Service has told Ms. Chamberlain that if she would supply copies of her electric bills before & after the restoration work was performed that we will forward them to Salt River Project and they have a formula to provide us with the increased cost for running the restoration equipment. The purchase agreement signed by the homeowner and Blandford Homes specifically states that the builder is required to make the necessary repairs and is not responsible for consequential damages; however, as a gesture of goodwill we are willing to cover the additional electrical expense incurred by the equipment used in the restoration process (see attached Purchase Agreement pertaining to consequential damages).   All the reports have been sent to the homeowner so when she sells her home, she will have them to disclose the leak was repaired, cleaned and inspected by professionals showing that all repairs and restoration was performed properly and in accordance with industry standards.   We feel we have gone above and beyond to take care of this matter for our valued homeowner. We take pride in going the extra mile to address issues quickly and professionally. By replacing the carpet, hiring a professional restoration company, hiring an air quality professional, and agreeing to reimburse the homeowner for additional electrical expenses are testaments of our commitment to take excellent care of our homeowners.   Thank you for the opportunity to respond.   Attachments:     Report from Hutzel & Associates, Inc.   Water Mitigation Report by ServiceMaster Restoration by Caliente   Paid Invoices for Services and Carpet Replacement   Purchase Agreement (Page related to Consequential Damages & Mold/Mildew initialed by Buyer)     Submitted by Sheri V[redacted],Blandford Homes 1/26/17

Pat K[redacted] <pk[redacted]@hjacks.com>10:32 AM (15 minutes ago)to me Dear [redacted]                 I wanted to thank you for forwarding us the complaint ID [redacted] of the [redacted]. I took the original call on Sunday evening, when we...

dispatched a technician to the job as they requested. We returned Monday to make repairsto the plumbing system. Although the dishwasher itself is malfunctioning which was newly provided by the customer we repaired the plumbing.                 Mr. [redacted] called back to express his concern of the water pressure, and I stated to him that we would return to adjust the pressure to his liking. We scheduled for Tuesday 5/10/16. In the afternoon, Mrs. [redacted] cancelled us coming out at that time. At that point I have attempted several times and ways to reach the [redacted]s with no response back.                 We wish to return and adjust the water pressure as needed and would like to discuss the invoice amount and make adjustments as agreed upon.Thank you for your assistance in the matter.Best Regards,Patrick K[redacted]Vice President - Ohio OperationsH. Jack's Plumbing & Heating Co.W# 440-943-0681F# 440-943-0693From: H. Jacks Plumbing Heating Co. <[email protected]>To: "[redacted][email protected]" <[redacted][email protected]> Sent: Thursday, May 12, 2016 11:52 AMSubject: Revdex.comMr. & Mrs. [redacted],                            I have received the information from the Revdex.com. I have been attempting to reach you by phone and email. Please call me back. I want to work to resolve the issues at hand. We want to handle the water pressure and the invoice amount. I can be reached at the office phone (440) 943-0681 or my cell phone (440) 336-3369.  Thank you, Patrick K[redacted] Vice PresidentH. Jack's Plumbing & Heating Co.pk[redacted]@hjacks.comH. Jacks Plumbing Heating Co. <[email protected]>10:38 AM to me Another Email to send to [redacted] Regarding ID [redacted] H. Jack's Plumbing & Heating Co.----- Forwarded Message -----From: H. Jacks Plumbing Heating Co. <[email protected]>To: "[redacted]@aol.com" <[redacted]@aol.com> Sent: Wednesday, May 11, 2016 10:56 AMSubject: Please Return our CallHello [redacted],                                  This is Patrick K[redacted]. Please call me back. I have not been able to reach you by phone the few times I have called. Thank you, Patrick K[redacted] 440-943-0681 H. Jack's Plumbing & Heating Co.

In response to your letter dated 10/6/2015 we provide the following:
 
1.)    The dishwasher door was not being closed by the tenants properly, to the point it was not clicking shut, we showed them over and over, we even offered to purchase them a new...

dishwasher.
2.)    We have no reports that they ever told us the house smelled of cat urine; it would have been resolved immediately.
3.)    The air unit was responded to in general maintenance, again no report of maintenance need. 
4.)    We were never asked to help with their electric bill due to the faulty air unit. The current tenants living in the house have never had a complaint about the AC unit.
5.)    The flooring, to help satisfy this, I replaced all flooring in the bathrooms and kitchen with vinyl flooring that was appropriate for the space.  (Not plastic).
6.)    The ceiling leak was repaired immediately, the leak happened in an overnight 2 inch rain.
7.)    We added circuit breakers, no issue; the electrician took care of it when we were notified of a problem.
8.)    The date to move out is clearly stated in the contract that they signed. 
9.)    As for the damages, the house was left a complete mess.
 
We have 65 properties, please visit our website ratchfordproperties.com you will clearly see we are a professional rental company with a good reputation.  The current tenants that live there now enjoy the property and our excellent maintenance they have renewed their lease for another year.
 
Sincerely,
 
Robert Ratchford
Ratchford Properties LLC

10#[redacted]   Blandford Homes requested the Contractor to inform us of the date/t ime of the repair appointment; however, the Contractor in its haste to respond to the repair request did not let us know they contacted the homeowner directly to get permission to perform the work . We would have preferred to have been present but were not informed by the homeowner or the contractor until later.   There was no confirmation or testing of the contents of the Gatorade or cup from Circle K by either the Plumber, Homeowner, or Blandford Homes Staff.   It should be noted that our General Manager of Customer Service for the company stepped in  on the first day to address the homeowner's concerns with the Customer Se rvice Representative who reports directly to him. From the first day forward, the General Manager has been involved with getting the repairs and testing scheduled and completed.   The homeowner's comments regarding her interaction with the initial Customer Service Representative were shocking, as this Customer Service Representative has been in this position over 14 years with an exemplary record of working with people in sometimes very challenging situations.  Over the 14 years, and thousands of interactions with customers over this time frame, we have never received negative feedback about how he has treated any homeowner. We regularly receive letters of commendation from homeowners expressing how well he has handled their issues in a timely and professional manner. Regardless of the above, the General Manager did as he should have done and that was to take over the matter and be the contact person representing our company.   With regard to the timing of the repairs and testing, this was done around the homeowner's availability so to minimize inconvenience with her work schedule. The re was one request by the Air Quality Testing company to reschedule their inspection due to rainy weather which would have altered the test results.   The General Manager of Customer Service was involved on day one and has apologized and done everything possible in our opinion to work with the homeowner to bring resolution to her issues. We have paid for 3rd party professionals to restore, inspect, and provide testing results in an effort to bring peace of mind to the homeowner. We elected to replace the carpet where as you can see by the attached letter from the restoration company,that it was not necessary but again we were trying to go above and beyond to please our homeowner.  --see attached

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. This doesn't resolve my complaint regardless if the tow truck or a Christian Brothers employee was at fault my car was in the possession of Christian Brothers. I was never informed of the damage when I picked up my vehicle,I was given the run around after making it clear to Christian Brothers what happened and it's not my responsibility to hunt down a tow service I used through my car insurance. I don't like the fact that I had over $1000 worth of work and Christian Brothers still won't pay for the repair in full it insults me that I've even been asked to pay anything. The only way this can be right is if my bumper is repaired free of charge,I don't have time to hunt down a tow truck company and I don't like the fact I'm going to not have a car again due to the shop's carelessness with my vehicle. I also don't like that the shop refuses to accept responsibility what kind of corporation do you all run this is not good business and far from "Christian"!
Regards,[redacted]

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