Southwest Financial Services of Las Cruces, Inc.

From: *** *** Date: Thu, Jun 18, at 11:AMSubject: RE: Your complaint has been receivedTo: [email protected]: [email protected] complaint has been resolved *** ** ***

**& *** *** *** *** **Springfield, VA ***August 3, 2016REF: Revdex.com Complaint **& *** ***,Good day, I called and left a voice message after getting your complaint from the Revdex.com yesterday.I apologize for what transpired and want to explain the
events that lead to this situation.You were not provided with all the details/requirements at the time you scheduled the no cost camera inspection of your sewer.When you called to schedule the camera inspection of your sewer, you spoke with a customer service representativeThe customer service representative that you spoke with is not a specialist in the camera inspection department.My camera inspection coordinator Anthony called to confirm the appointment and to go over the details of what was to happen and our requirements for the camera inspectionThis is when you were informed of the requirement for all decision makers to be present at time of inspection.If we discover faults within your sewer line we have found by experience that all decision makers need to be present for options and solutions because it could mean removing cabinets, flooring and jack hammering concrete in the home.; this is a deviation from household activities and all decision makers need to be informed and be available to provide their input.We have experienced situations when one decision maker has signed a contract with us, without having other decision makers present and we have had to halt work when they become aware of the intricacies and nuances of the projectYou being long time loyal customers of ours hopefully are aware of our desire to educate our customers and keep them informed.Because of this situation we are instituting procedures that all employees will be provided with a template of bullet points concerning video camera inspections questions and requirements.I know being informed at the last moment may have caused some inconveniences and again for that I do apologize; the appointment could have been (can be) rescheduled for a date and time when all decision makers would be present.There is nor has there been any intent to make statements or claims to provide services we cannot.We came to your home in due to kitchen sink stoppage, again in and now 2016.The camera inspection is a no cost service we provide for such situations to determine if there are any underlying factors that we feel obligated to point out.I apologize that a report was not submitted to me so that I may have contacted you before it got to this point and that you felt you were treated unprofessionallyYou stated that you would not allow my company back into your home due to this issue, I hope you do reconsider.If you decide not to have MyPlumber Heating and Cooling come out to conduct a camera inspection of your sewer, I strongly recommend that you contact a reputable plumbing company to conduct the inspection.Again I do apologize for what transpired, however by bringing this to our attention we have instituted new policies and procedures.We have been in business in Northern Virginia and Maryland for over years but are still changeable to better serve our customers.A copy of this letter has been provided to the Revdex.com.Please contact me directly if I may be of any assistance.RegardsHarry W***Customer Relations CoordinatorMyPlumber Heating and Cooling***@MyPlumber.com###-###-####

My Plumber is upfront in pricing with all our customers*** *** ***, author of complaint above, was not on site during the technician's visit to the home*** *** authorized and signed to have the work done at the negotiated priceOur Customer Resolution Manager sent a technician to the
customer's home to move the valves in the laundry room at no chargeFollowing is a breakdown explaining the work done at the customer's home as requested in an email from *** ***:Repair water 1/2'" delivery system- A water line needed to be repairedInstall washing machine water control system- This repair was installation of the two shut off valves connecting to the hoses on the washing machineInstall washing machine disconnects- These are the hoses that needed to be connected to the washing machineInstall new access to grey water removal system- This is for the installation of the J-bend trap on the sink.*** *** sent an email to the Customer Resolution Manager demanding a $discount in service as he felt the cost of work was not warranted for the work doneOur technicians are licensed plumbers and the work is warrantied by My PlumberThe pricing is discussed prior to beginning the servicesMy Plumber prices are established and made public prior to conducting any work and we assume when work is authorized by the customer that the price is accepted at time of service

Mrwas not home at time of service, thinks his wife was overcharged.Informed customer that we work by the job and not the hour, if work takes minutes or hours price remains the same; this is the same price we charge everyone for same work.As no one in home qualifies for one of our standard
discounts, I offered customer $discount he refused and said he wanted more and that he would contact Revdex.com, he did.We arrived before widow of timeTech was neat and wore shoe protectors, work area was neat and cleanPricing was given before work was startedWife signed off on workLeak was professionally repaired.Customer wants entire water line replaced for the $He states he was under the impression that entire line would be replaced, his own words state tech told him we would not weld the leak but cut out section and replace it

Customer is correct we did not use copper piping and refunded her $600.The excavation and repouring of the concrete in the utility room was to accommodate the connection of the new water service in the home; while the concrete excavation and repouring was not utilized due the utilization of Best
Available Technology (BET) Directional Boring, the connection inside the home still had to be conducted $even being less intrusive.Directional Boring is more expensive and the section of side walk was broken up and repoured not the utility room.We replaced a section of sidewalk outside the home $1702.Customer was offered the difference, and the offer was declined.We did additional work at no cost to customer as we were keeping the customer's best interest at hand.I had been in contact with customer, customer did not accept that connection still had to be made, customer wanted to know to whom I report as to get the answer she was seeking, I gave her the name Don C*** ###-###-####, x***, to date customer has not spoken to him.Customer called with concerns about leak at connection to home, we sent certified licensed technician to resolve problem.Our out bound call services may have contacted customer to offer our current specials on services

It is with regret the number was not removed properly at the first contact and the party was inconveniencedIt isn't My Plumber's policy to forward anyone with a concern to our website as we do take these requests verballyAn internal investigation of what transpired will be conducted in
detail so that this doesn't happen againThe number has since been blocked from future calls

Customer was called by our outbound call service and initial service call for oil furnace not working was conducted February 23, Our certified licensed technician noted the following:
• February 23, customer has heatFound the *** oil furnace badly sooted and in need of
maintenanceCustomer does not want the humidifier repairedNeeds a new nozzle, new oil filter, electrodes adjusted, both primary and secondary air adjustments cleaning of the heat exchanger and the flueAlso recommended new air filter and the pulling and cleaning the blower motor and the blower wheelDiscussed our VIP HSP maintenanceAll declined at this timeCustomer has other service companies scheduled for estimates$*** • February 24, landlord/tenant situationLandlord would not return my phone calls for payment or for instructions on locking/ closing up the house
• Spoke to *** ***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 homeI returned today and replaced the oil filter, oil nozzle, and adjusted the electrodes and both the primary and secondaryReplaced the blower electrical absorption system
• She stopped by at this point and said that additional soot was in the homeI never cleaned out the heat exchanger or disassembled the flue
• This furnace needs a complete cleaning, flue cleaning and chimney cleaningAlso the blower wheel and filter and most likely the A coil need cleaningShe did not want the humidifier worked onTwo tenants asked me this morning about their sinus issues which I told them it was being caused by the furnace and the humidifierPulled the side door, the only door I used, closed but couldn't lock it due to a key needed for the deadboltSpoke to Leon, Harry, and *** ***The soot is being pulled in by the return cutout for the air filter, which isn't sealed on either end*** Created By: *** (02/24/18:14:04) I have been in contact with ***, Miller and the customer; Customer states inside of home covered with black sootWe are not/have not taken any responsibility for this; *** was out yesterday along with two other companies for estimates per customer*** stated none of the work he did would have caused this situation, noticed black soot February 23, Furnace was working when we came out yesterday and today
• According to work description per outbound call service furnace was not working
Created By: *** (02/24/18:14:04) Called customer for payment after she would not answer technician’s calls or return voice messages for paymentCustomer stated tenants woke to black soot coming from noses and she experienced black soot in her nose after one hour at the homeDid not have soot issue before service workCustomer stated she called Service Master and they informed her it would be $to rent Air Scrubbers, sight unseen
• Customer states *** did not close vents and informed her they would experience black soot for - days
• Customer did not pay bill of $until she figures out how much remediation is going to be as she has housed tenants at another locationInformed customer we are conducting investigation and will contact her tomorrow, customer has my contact information
• Per technician tenants complained about black soot on February and again on February 24, which indicated this was a pre-existing condition
•
February 29, 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 workCustomer 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: *** (03/04/14:54:08) 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 workCustomer service representative read technician’s notes to customer of work completed; customer then stated that technician the nozzle he installed was the wrong sizeCustomer service representative again offered to send another technician out, customer declined as she had work completed by another companyCustomer 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: *** (03/29/16:50:14) 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 billCustomer stated she was going to contact Revdex.com, *** *** 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

While
we have empathy for what the ***’s have/are enduring we will not accept
liability
We were not aware of the
asbestos situation until after customer informed us, we are not a contractor.Regardless of time frame of
installation of floors, we still were not aware of asbestos.Hearsay is not admissible,
we have no record of this conversation from any employee who worked on this
project concerning turning off the AC unitWe can provide video of how much
dust is created by performing similar projects
Customer’s lack of knowledge of asbestos in his
home does not make us liableAir was tested when it was convenient for
customer.The contractor we selected was a neutral 3rd
party company that we have never had any business dealings with and was recommended
by *** of Northern Virginia as they do not conduct indoor air quality
measurements.Customer has rejected our attempts on several
occasions to complete work which consists of reconnecting plumbing in basement
bath.We do attempt to provide 100% customer satisfaction
when warranted, however this is not a situation, we cannot/will not
provide $worth of work free of charge.We as any company reserve the right to complete any remedial work, after
the fact customer called us on September 25, for service call due to leak
under kitchen sink

The Do Not Call Request was already expedited to our call center and calls ceased effective on date of our Revdex.com responsePlease feel free to contact us should you have any further questions, ###-###-####, e ***

Our goal is always complete, customer satisfaction, so we are saddened that *** *** feels we have not met her expectationsThe job for *** *** opened on June 3, and completed June 30, Upon completion of the work, My plumber was in agreement with *** *** that the My Plumber
subcontractor did not complete the work to meet the needs of our customer or to meet the standards of My PlumberMy Plumber took over the project in an effort to correct the work done to the satisfaction of the customer. Unfortunately, in the process, *** *** experienced another stoppage in the line October 8, of which we responded to immediately, clearing the line at no charge to the customerMy Plumber had to redo 40% of the previous work due to the stoppage reoccurringMy Plumber can understand *** ***' frustrations as the work seems to be unending; however, My Plumber isn't responsible for the blockages in the pipes that occurred and reoccurred, unrelated to one anotherIn response to the equipment being left on the customer's property, My Plumber takes ownership as we are responsible for our vendors on all projects The equipment was leased and the company had been contacted multiple times to pick up the equipmentThe equipment has since been removed from the propertyCompany policies have been implemented to ensure this doesn't happen againEfforts are currently underway to expedite completion of the project for *** *** as we work diligently to resolve all the concerns of our customer

Date: Mon, Oct 2, at 2:PMSubject: Re: *** *** Rebuttal (***)To: *** *** Good Afternoon *** ***,*** *** was refunded $on 7/18/17, in an effort to resolve the customer's concerns and the matter is considered resolved. Sharon D

Ref.: Complaint # ***
*** ***
*** *** *** ***
Forestville , MD ***
Dear *** ***:
My Plumber Heating and
Cooling is pleased to provide the following response to the rejection of our
response to the referenced above
My Plumber Heating and
Cooling has
refunded *** *** $
Sincerely,
Michael *J***
Customer Service Manager
My Plumber Heating and
Cooling

Revdex.com of Washington DC and
Greater Eastern PennsylvaniaAttn: *** *** *** Trade Practice
ConsultantRef.: Complaint # *** * ***
*** *** *** **
Arlington , VA ***Dear *** ***: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 *** ***’s residence on 6-25-We were there to perform a $
HVAC InspectionThis is a visual inspectionWe performed the inspection, and provided
our findings*** *** then sought a second opinion, and went with the
findings of the second opinion.My Plumber heating and
Cooling will refund the $for the service that we performedWe will not pay
for *** ***’s decision to use another company when we never physically
touched her system.Sincerely,Michael *J***Customer Service ManagerMy Plumber Heating and
Cooling

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:There were several statements that My Plumber made were simply UNTRUEOn the evening of Nov 16, 2016, when technician Stephanie H*** gave a quote of $5,to do the job, NO OTHER options were presented to me, as later claimed by the Customer Relations Manager, Sharon D*** on Dec (see #below) When I commented to Stephanie that the price seemed quite high, her reply was: "I am not the one who sets the price at my company." I had no choice but to sign the work order and pay a deposit of $1,in order for My Plumber to begin workOn Dec 5, 2016, in a phone call with the Customer Relations Manager, MsSharon D***, she insisted that FOUR different options (with varying prices) were presented to me on Nov 16, and that I had chosen the highest-price option This was a completely statement The validity of MsD***s claim can be easily verified by checking with your employee, MsStephanie HighEven if Stephanie had provided four different options, does it make any logical sense why I would have chosen the highest price option to fix the problem? I believe the true strategy of the My Plumber company was: "Here is an elderly couple (ages and 76) in a precarious situation Let us seize the opportunity to maximize corporate profit." Regards,
*** ***

Date: Fri, Mar 3, at 12:PMSubject: Response From My Plumber RE: *** ***To: *** *** Good Morning *** ***,Thank you for the opportunity to respond and I apologize for the delayFollowing is a response from My Plumber regarding *** *** for
complaint received February 3, 2017.On January 25, 2017, a My Plumber technician was dispatched to the customer's home for an HVAC maintenance inspectionUpon examination of a *** gas furnace, it was discovered by the technician, the heat rise was over manufacturer specificationsManufacturer specifications are 25-degrees and the customer's unit registered at degrees which is high, degrees over the maximum specificationIn addition, the COregistered mid range and the is in the range, so the COlevel was rising and at a dangerous level in the homeThe son-in-law, who also resided in the home and was present at the time of the tech's examination of the unit, experienced and reported constant headaches for the past monthIt is understandable that many variables cause headaches, however this was also a warning sign for the technician as headaches are a symptom of COpoisoningIt is important to note that *** *** was not present when the safety inspection was conducted and the technician tried to call and speak with *** *** to explain his diagnosis but did not receive a return callOur professional technician, who is obligated to protect the consumers, locked the unit for use until the appropriate repair or replacement could be made.*** *** contacted me January 30, 2017, and I advised him of the technician's findingsHe stated he called another company and got a different diagnosisThe customer claimed the other company advised him the rating was high because the filters needed to be changedThe filters needing to be changed can account for the heat rise change, however it would not have any bearing on the COreadingHis dispute was reviewed again with the Manager of the HVAC department and the Manager stood by the technician's diagnosis*** *** did send a copy of an invoice to me by email, but the invoice is not legibleI sent a response email to *** *** Feb 3, at 10:AM requesting a clearer invoice and to date I have not received a response with a legible invoice.Please feel free to contact me directly as I am happy to assist in bringing closure to this matter.Regards,Sharon D

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

September 11, 2015We received your only and final notice concerning *** *** today.Listed are communications taken directly from our system with *** ***:• Created By: *** (07/31/13:16:) Modified By: *** (07/31/13:18:47CUSTOMER CALLED STATES THAT SHE ISN'T HAPPY WITH THE
PRICE SHE PAID, SHE HAS SINCE CALLED AROUND AND WAS TOLD BY THREE OTHER COMPANIES $200, I TRIED TO EXPLAIN TO HER COMPANIES BAIT AND SWITCH ALL THE TIME, ALSO TOLD HER THAT I WOULD HAVE A MANAGER CALL HER, BUT SHE STATED SHE WILL JUST CALL THE Revdex.com.• Created By: *** (07/31/16:37:) Modified By: *** (07/31/201516:40:) LEFT V/M FOR CUSTOMER TO CALL ME• Created By: *** (08/03/10:59:) Modified By: *** (08/03/201511:05:) CUSTOMER LEFT V/M THAT SHE CONTACTED Revdex.com AND WAS INFORMED SHE HAS TO GIVE US A CHANCE TO RESOLVE ISSUE BEFORE THEY GET INVOLVED; LEFT V/M FOR CUSTOMER TO CALL ME BACK•Created By: *** (08/20/12:02:) Modified By: *** (08/20/201512:07:)SPOKE WITH SERVICE MANAGER, WHO APPROVED TO DISCOUNT WORK AN ADDITIONAL 10%; INFORMED CUSTOMER, SHE DID NOT ACCEPT OFFER AND WILL TRY OTHER AVENUES TO GET PRICE REDUCEDAS SHE STARTED WITH Revdex.com, WHO INFORMED HER SHE HAD TO CONTACT US FOR RESOLUTION BEFORE THEY COULD INVESTIGATE; CLOSED CUSTOMER ISSUE.As you can see we did attempt to resolve issue with customer.Attached is a copy of the invoice that is signed before any work is done, and after showing that she agreed to pay price of work.Please contact me if I may be of further assistance.Harry W.Resolutions Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: The technician told me they will do the camera inspection which they never didI need to get the refund for the portion that they promised to do but never did plus the overchargeThe explanation that the onsite technician gave us for the overcharge is that they are a big company and have a lot of overheadCharging $for a minutes plumbing job CANNOT be justifiedI will contact other media for this ridiculous overcharge if this cannot be resolved via Revdex.com channel.
Regards,
*** ***

We strive to delivery 100% customer satisfaction and I apologize that we did not deliver *** *** the level of service that she has become accustomed to after many years of using MyPlumber Heating and CoolingWe currently have Priority Club members and more than 50% has been members for three
years or longer*** *** has been refunded $for her two months of Priority Club membership and we will not deduct any monies from her banking account.Listed are my findings from *** ***'s complaint(s).*** *** was calling technician who was not available instead of office.*** *** called Customer Service on June 20, and June 21, which resulted in Issue Tickets being created, response time to an Issue Ticket is - business hours.*** *** called dispatch office June 10, for an E.T.Aand was told she was scheduled during an Anytime Timeframe.Call moved from June 7, to June 10, due to no response from customer, left voice message ***.Called *** *** on both numbers May 25, requesting customer to call back to reschedule hydro jet ***.May 19, 13:Spoke with Anthony as customer wanted E.T.Ainformed customer it would be closer to 15:and we would reschedule if she needed additional time ***.May 19, 13:Left voice message on both numbers that we will call when technician is on the way ***.Again, I apologize for not delivering the level of service you expect from MyPlumber Heating and CoolingI called and left *** *** a voice message to to call me

Customer contacted us due to sewage backing up in home.In an effort to minimize expenses for our customers we utilize the most cost effective and less intrusive methods, a backhoe would have added substantially to cost of job and there would be remediation required for the yard.We provide pricing
before any work is conducted and a signature authorizing the work is required.We price by the job not by the hour and this is the price we charge all customers for same job.All camera videos and still shots are date and time stamped and new for each customer, in this case the date and time stamps correlate with the time we were at customer's home, we have video footage of exterior of customer's home and sewer line video indicating roots, branches and leaves.Customer signed off as satisfied with work.Customer has not contacted us concerning stoppage issues since completion of work and work has a five year warranty.After customer contacted our office we sent a different camera specialist out to the home to verify work.Discounting of the work is not warranted