Wyoming Martial Arts Center, LLC

If you review the invoices I have attached you can see the service went from a slow drain to a stoppage and they were unable to unblock the stoppage they caused Also, I will say again the rude and unprofessional treatment I received from [redacted] and [redacted] is appalling and should not go unpunished We have been treated horrible by this company and we are not the only ones

When we replace a water heater through a home warranty company there will be other fees added- included in addition to the install of the tank and laborWhen a customers water heater needs replaced it is usually anywhere from 7-years old and every year the manufacturers of water heaters change how they produce and make water heatersSometimes they are shorter, taller, smaller, fatter, larger, etcTherefore a contractor must modify the new water lines and the temperature and pressure valve drain line to fit the new water heater, as a licensed contractor we must make sure that everything is brand new and fits the new water heater precisely so that the homeowner does not have any problems with the new water heater install in the future, as a licensed contactor if we do not ensure that these modifications are installed than it is a liability to us as a licensed contractor to not ensure that everything is installed properly and correctly, and unfortunately this customers home warranty does not pay for modifications only to install a new water heater tankThey will not pay us to install the new water heater hot and cold supply lines and the new temperature and pressure valveThese components are necessary and required if the customer chooses to utilize AM PM Plumbing to install the new water heaterThe customer does have other options through their home warranty company, if they do not want to pay us, AM PM Plumbing to install the new water heater than the customer can option to get a CIL cash in Lieu or cash out and go and purchase a water heater on their own and have whomever they want install the new water heater they purchased with their reimbursement from their home warranty companyWe do not force customers to pay these fees, it is their choice if they decide they want us to install the new water heaterThe customer cannot approve these fees and have us install the new water heater and turn around and claim that they want their money back because they think it is unfair or they had no other choiceThey did have an alternative choice and they were aware of these non covered fees and explained in detail about themWe will not refund the amount of $that was non covered by their home warranty company that was approved by the homeowner in order to move forward with the water heater replacementI have also attached an announcement that was published by a plumbing supply house manufacturer that will help describe why contractors must modify these new components to the new water heaterThank you

We have been out to this customers property on two separate visits under the same $service feeThe first visit the technician was unable to clear a stoppage in the tub shower drain therefore we sent out a different head technician to attempt to clear the drain trying a different methodWe are unable to clear the stoppage because it is in the tub and they have no accessible clean out to access the tub stoppageWe did our best twice to try and clear the stoppage but was unsuccessfulThe service call that the client submitted through their home warranty company was for the tub stoppage and when the customer contacted AM PM to schedule the second technician out she stated problem was never fixed and we were happy to send out a different technician to attempt to clear the stoppage in another manner but she never once stated the stoppage was worseThe second technician we sent out is a lead technician who has informed the office and their home warranty company that there is something blocking the plumbing line so the customer either has a broken pipe or an object stuck in the lineIn order to resolve her issue the customer would need to have a clean out installed that is designed specifically to access that tub shower stoppageAfter the customer installs the clean out a plumber can then send a camera down the clean out to find out what is the underlying issue causing the stoppageUntil the clean out is installed the customers warranty company will no longer pay to have us come out and service the stoppageIn addition once the customer has the clean out installed then their home warranty company will cover the stoppage and possibly a camera inspectionIt is the homeowners decision on what next step they would like to take but we have made our highest efforts and have made visits to the home and have provided what we would consider great serviceUnfortunately we will not refund the $service fee that we are entitled to for our separate visits to the homeIn addition we are confident that we have not made the issue worse and we are aware that the homeowner is unhappy with the fact that their home warranty company at this point will not continue to pay for any further service callsTherefore we are unable to service further and all we can do at this point is provide an estimate to the homeowner for the clean out installation which we have done and the home warranty has provided to the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Upon arrival to the location the service technician left no written estimate for repair and left me no remedy to the issueThe goal of the home warranty is to assist the customer to repair the issueThe home warranty is expecting that this vendor will provide a repair or a written estimate for a repairThey did neither and I am not sure why they are entitled to this service callAfter this charge, I believe they realized that this was not a proper way to handle a service call and they sent a second technicianThe second technician arrived at just before 5pm and inspected the situationThis technician offered a remedy at a cost so high that it made him call back to his headquarters to double check the priceI also called to speak with a manager to see if there was any way to adjust the price as this had taken up most of my day and that it would be the right thing to do after receiving the sevice fee and how your first technician treated meI was told that I would receive a call back and never didi called the next day and the person I mentioned *** immediately entered into a hostile conversationI dont feel that any service was provided and I had a different company come out, diagnose the problem and do the service call. I have contacted the warranty company and they have copies of the multiple work orders that I received.I would be happy to provide them to you as well
Regards,
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I have attached the service request work order that was sent to us by *** *** ***, the service fee that we are required to collect for our visit which is considered Mr***'s deductible is $We will not refund this money, and this amount is due to us and required by *** *** *** for us to collectIt is stated in the work order that we as a vendor are required to collect the service fee amount. If he wants a refund he can request a refund from his home warranty because the repairs were non covered by *** *** ***.Thank you.*** ** *** ***
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*** ATTENTION: This is a Service Work Order from *** *** *** Please contact the customer to schedule an appointment within hours of receipt! SWO #*** AUTHORIZATION LIMIT: $100Authorizations: ***Customer: *** ***
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Customer Phone: *** *** ***Alternate Phone: Reason For Call: Plumbing Stoppage: Not Draining Brand: Last Time Working: this morning Last Time Repaired: never Best Phone: *** *** ***Tenant: NoMore Notes: upstairs bathroom tub is not draining and downstairs toilet is not flushing at all Service Call Fee: $45.00Dispatch Date: 09/14/You are responsible to collect the $trade service call fee directly from the customerCustomer is aware of the service call feeAll *** service contractors are given pre-set $authorization limits for covered repairsIf the gross repair estimate exceeds the authorization limit, the technician must call the *** *** *** Authorizations Department for authorization before performing the workRepairs can be made up to the amount of those limits without calling *** ***
*** for authorizationAll other work orders completed without authorization will not be paidBy accepting this work order vendor agrees that he/she has read the *** Vendor Agreement and agrees to be bound by the entire agreement.NOTE: If a technician should find a code violation, improper installation, mismatched system, malfunction resulting from other than wear and tear, or poor maintenance, a call should be placed to Authorizations before continuing*** *** *** does not cover these exceptions, and needs to be made aware of them while your technician is at the customer’s home so that we can explain the contract coverage to the customerWhen the technician calls *** from the customer’s home it prevents a delay in service for the customer, prevents possible miscommunication, and increases the contractor’s opportunity to gain non-covered retail workAP must receive all invoices within days of original work order dateItems not received in the proper time frame will be forfeitedOur authorizer will also refer the customer to your technician allowing your company to produce an estimate for the non-covered repairs.* ** *** ***

My company Am Pm Plumbing was out to this customers property on 7-27-2015 to service a plumbing stoppage that this customer was experiencing at one of his rental properties. The customer put in a claim with his home warranty company [redacted] who then dispatched out to his home. We came...

out the same day we received the work order which is not required by his home warranty we actually have 24 hours to service an emergency call thru home warranty but we did have availability therefore we were able to send a plumber out the same day we received the work order. At this point this customer was appreciative and already we are showing great service and great concern for this customers plumbing issue. Unfortunately, when my plumber arrived at the property due to the conditions of the stoppage, where the stoppage was located, and no accessible clean out in the home that would access the stoppage we were unable to provide plumbing service. When a home does not have a proper clean out or an accessible way to clear the stoppage the home warranty will not cover any further plumbing service or repairs. They will not cover to pull a toilet to clear a stoppage and they will not pay their vendors to access and clear stoppages from the roof. If the customer would like to have these other options for repair they have to pay us Am Pm to continue further repairs. At this point now all we could do was provide the customer with options and estimates to resolve his issue. After the plumber left his rentalproperty the customer called our office to express his concern and disappointment regarding not being able to move forth and for the estimates that were provided. As a courtesy, I sent out another pluming technician to give him the option to pull the toilet and clear the stoppage. As the first technician on site had concern that he might cause damage to the home if he tried to access this particular stoppage thru the toilet which I do allow him to choose as his option as a lead technician, he didn't not feel safe with this procedure and therefore did not see this as an option. I then sent out another head plumbing technician the same day who was comfortable with the option of servicing the customers stoppage by pulling the toilet and accessing thru there but of course the customer would again still have to pay money out of his own pocket to receive this service because the customers home warranty will not pay their vendors to pull the toilet they only pay to snake out the stoppage and again not to pull the toilet. We did exactly what the customer wanted we sent out another plumber to give another option to resolve his issue that would be less expensive rather then adding a clean out to the home and or re-piping the lines that were causing the stoppage plus adding a clean out. Am pm's goal is to fix the problem the right way the proper way so that the customer will not run into this issue again, we want to solve the issue and not provide the customer with a quick fix that will arise again in the soon near future. This is why we first provided the customer with estimates to solve the issue permanently the correct and proper way. If the customer ended up paying another company $200.00 out of pocket for his repairs then as I said before his home warranty company whether it was am pm or another alternate company would no longer pay for any further repairs because he does not have the proper access in his home. He still ended up paying something out of pocket for his desired repairs. We Am Pm stand by our pricing and estimates as fair and consistent. We offer our home warranty customers great and fair prices. The $45.00 that we collected from the customer is his deductible that is determined by his home warranty company that we are provided for the visit to the home. I believe that we are definitely entitled to that $45.00 that was provided to us for our two visits to the home because we did our very best to try  and resolve the issue for this customer and it is not our decision but his home warranty company that made the decision to allow us and pay us to further complete any repairs. I am positive that we provided the best possible good customer service to this home owner.

We have been out to this customers property on two separate visits under the same $75 service fee. The first visit the technician was unable to clear a stoppage in the tub shower drain therefore we sent out a different head technician to attempt to clear the drain trying a different method. We are...

unable to clear the stoppage because it is in the tub and they have no accessible clean out to access the tub stoppage. We did our best twice to try and clear the stoppage but was unsuccessful. The service call that the client submitted through their home warranty company was for the tub stoppage and when the customer contacted AM PM to schedule the second technician out she stated problem was never fixed and we were happy to send out a different technician to attempt to clear the stoppage in another manner but she never once stated the stoppage was worse. The second technician we sent out is a lead technician who has informed the office and their home warranty company that there is something blocking the plumbing line so the customer either has a broken pipe or an object stuck in the line. In order to resolve her issue the customer would need to have a clean out installed that is designed specifically to access that tub shower stoppage. After the customer installs the clean out a plumber can then send a camera down the clean out to find out what is the underlying issue causing the stoppage. Until the clean out is installed the customers warranty company will no longer pay to have us come out and service the stoppage. In addition once the customer has the clean out installed then their home warranty company will cover the stoppage and possibly a camera inspection. It is the homeowners decision on what next step they would like to take but we have made our highest efforts and have made 2 visits to the home and have provided what we would consider great service. Unfortunately we will not refund the $75 service fee that we are entitled to for our 2 separate visits to the home. In addition we are confident that we have not made the issue worse and we are aware that the homeowner is unhappy with the fact that their home warranty company at this point will not continue to pay for any further service calls. Therefore we are unable to service further and all we can do at this point is provide an estimate to the homeowner for the clean out installation which we have done and the home warranty has provided to the customer.

When service plumbing work is through a home warranty company we must collect for the $75.00 service fee per policy of the home warranty company. AM PM Plumbing may not even charge the home warranty company that amount of the service fee but we are required by our hired to collect and follow their guidelines. I have attached a copy of the service request which states that there is a $75.00 charge that must be collected by the vendor from the customer. If the customer wants a credit and or refund they must contact their home warranty company and request a refund from them. As for the title of the problem that the customer is disputing a slow drain is the same problem as an stoppage. There are many different types of stoppages but a slow drain is considered a backup and or stoppage, technicians may word their plumbing issues differently but it is the same issue that is documented on each invoice that the consumer has attached and provided. In addition, nowhere does it state that there is a mainline stoppage on the second invoice dated 11-13-15, it is a slow draining stoppage that we are unable to fully repair and clear. We are entitled to the service fee amount for our work that has been completed and our attempts to clear the stoppage.

If you review the invoices I have attached you can see the service went from a slow drain to a stoppage and they were unable to unblock the stoppage they caused.  Also, I will say again the rude and unprofessional treatment I received from [redacted] and [redacted] is appalling and should not go unpunished.  We have been treated horrible by this company and we are not the only ones.

When we replace a water heater through a home warranty company there will be other fees added- included in addition to the install of the tank and labor. When a customers water heater needs replaced it is usually anywhere from 7-20 years old and every year the manufacturers of water heaters change...

how they produce and make water heaters. Sometimes they are shorter, taller, smaller, fatter, larger, etc. Therefore a contractor must modify the new water lines and the temperature and pressure valve drain line to fit the new water heater, as a licensed contractor we must make sure that everything is brand new and fits the new water heater precisely so that the homeowner does not have any problems with the new water heater install in the future, as a licensed contactor if we do not ensure that these modifications are installed than it is a liability to us as a licensed contractor to not ensure that everything is installed properly and correctly, and unfortunately this customers home warranty does not pay for modifications only to install a new water heater tank. They will not pay us to install the new water heater hot and cold supply lines and the new temperature and pressure valve. These components are necessary and required if the customer chooses to utilize AM PM Plumbing to install the new water heater. The customer does have other options through their home warranty company, if they do not want to pay us, AM PM Plumbing to install the new water heater than the customer can option to get a CIL cash in Lieu or cash out and go and purchase a water heater on their own and have whomever they want install the new water heater they purchased with their reimbursement from their home warranty company. We do not force customers to pay these fees, it is their choice if they decide they want us to install the new water heater. The customer cannot approve these fees and have us install the new water heater and turn around and claim that they want their money back because they think it is unfair or they had no other choice. They did have an alternative choice and they were aware of these non covered fees and explained in detail about them. We will not refund the amount of $224.00 that was non covered by their home warranty company that was approved by the homeowner in order to move forward with the water heater replacement. I have also attached an announcement that was published by a plumbing supply house manufacturer that will help describe why contractors must modify these new components to the new water heater. Thank you.