Southwest Financial Services of Las Cruces, Inc.

Good Afternoon *** ***,Thank you for forwarding the concerns of our customer as My Plumber truly aims to meet the needs of all our customers and it saddens us when we learn of a customer's dissatisfaction with our service.We provided an outside sewer line replacement for Mr*** in January
Unfortunately, as a result of the time of year, we couldn't put seed and straw down as the weather did not allow for it, so seed and straw of the yard was delayed Additionally, My Plumber makes every effort to restore the customer's yard to its original condition, however, this is not always possible as many variables play a factor such as ground conditions, weather conditions, etcOn March 23, 2017, our technicians also received a request to cut down the clean out in the yardThe clean out in the yard is fixed as of March 23rd, the yard was seeded and the straw laid down again as a courtesy to the customer on June 5, To the best of our knowledge, all work requested by the customer and per contract have been completed and issues resolvedPlease let us know if you need further assistance to resolve this matter.Regards,Sharon D

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Notwithstanding that the technician was misleading in terms of options for repair (eg., stating in his own words that welding could not be done), the parameters and the job description (as initially presented and evidenced by the receipt) was also extremely vague and misleading As such, this business' practices truly presents a trap for the unwary to which a future consumer could fall victim.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Date: Wed, Apr 4, at 3:PMSubject: *** ***To: ***@myRevdex.com.orgGood afternoon. Per our conversation, My Plumber Heating and Cooling accepts the resolution presented by the above referenced customer to retain $of her deposit money for the cancelled remodeling contract. A refund check will be processed in the amount of $2,no later than April 20, 2018.Please let me know if you require any additional information.Thank you.Lisa M

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
I stated in my initial complaint that I was refunded $on 6/16/and a total of $on 7/11/15. I am requestinig my Itemized Statement which as I stated in my complaint, I requested the statement on separate occasions. It makes me begin to wonder if they are trying to hide or not disclose information that is my right to have this information that I was billed for.Thank you*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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: This company KNOWS that they should not set up an appointment for this type of diagnostic service with anyone if it is necessary to have ALL OWNERS of the property present because of possible construction work!!! As a proper business you do not operate on the assumption that one person does not know what the other is doing or is not qualified to make that decision in the first place! The "qualified" technician confirmed the appointment with me in the first place and then one (1) hour later changed his mind and insisted that my husband had to be there. This messages where conflicting and totally UNPROFESSIONAL!!! I stand by my complaint to say: WHEN SCHEDULING THIS TYPE OF DIAGNOSTIC EXAM, MAKE SURE THAT YOU DO NOT SET A TIME AND WHEN THE TIMe COMES LET THE CUSTOMER SUDDENLY KNOW THAT THE SPOUSE HAS TO BE THERE TOO!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! If I need assistance in the future, I will make sure it will be with a firm which is standing by there professional outline and work.
Regards,
*** ***

Date: Wed, Apr 11, at 12:PMSubject: ** ***To: *** *** Our response to the customer complain is a refund of an additional 10% or $will be processed for payment to the customer. We appreciated your business and hope you will consider using My
Plumber Heating and Cooling for your future plumbing and HVAC needs. Best regard, the My Plumber Heating and Cooling Team.Thank you.Lisa M

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: The response is partially trueThe company has informed me it will refund the inspection fee after providing poor services to meI had significant concerns with the HVAC inspector's findings, and went to three other parties to request inspections (one being a local handyman, not a specific HVAC technician)All three other opinions rejected My Plumber's findings, which would have cost me $2500-$to repairInstead, I had to pay $for other reputable businesses to give me other opinions.Had My Plumber does its job properly (like the third company did), the total cost of the visit would have been $inspection fee plus the cost to add freon to my system - much lower cost than $
Regards,
*** ***

[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: I did try to contact MrC***, by phone and email, no response, thus I decided to submit a claim thru youYes, after much discussion they did refund the $for copper,but I feel that $is too little of the $charged, and before work was done they should have known what they needed to do I even told them we were willing to negotiate a better split I will be pleased toprovide you with copies of all correspondence
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Our goal is complete customer satisfaction. We are saddened you feel harassed and we can assure you that is not how we do business. Our sincerest apologies for any irritation or inconvenience these calls may have caused. Although we strive for perfection, we sometimes miss the mark. We would like to...

assure you that we did note that you asked to be placed on the DO NOT CALL LIST, and although this takes some time to be processed, we are currently doing our due diligence to make sure your request is expedited. Nevertheless, I would like to make note that upon investigation of all recordings of the numbers you provided, you elected not to be transferred to an agent when prompted. Unless a customer speaks with a live agent, we are unaware of your request to be placed on our DO NOT CALL LIST. Once again, we have taken the necessary steps to ensure contact ceases. If you have any further questions or problems, please feel free to contact our Customer Relations Department directly at ###-###-####, e [redacted].

First and foremost, My Plumber Heating and Cooling apologizes for the inconvenience of any unwanted calls. The necessary steps were taken immediately to remove the number, but there can be a lag in time for the block to show up in our call system. It has been confirmed the number has been removed...

from our system and the number is blocked. Tell us why here...

After listening to the customers issue with pricing, our pricing structure was explained to him.  We do not give pricing over the phone due to the fact the repair work has to be diagnosed and priced for all labor, equipment and/or parts.  We price our service work to complete the...

repair regardless of how much time it takes to get the job done.  The customer is given the total price before any repairs begin.  The customer signed a contract agreeing to the price and authorizing the technician to proceed with the repair.  We do not adjust pricing to match any competitors prices.  The customer had opportunities to refuse My Plumber from doing the repair work and get estimates from other companies and chose not to do so.

We are very concerned by your review.  We apologize for the continued interruption the marketing calls do to your day.  We have contacted our marketing partner again to have your number removed from the call list.  It normally takes up to two weeks before the number is...

successfully removed from the list.  Please call the Customer Resolution Manager at [redacted] ext. [redacted] directly if you are still receiving calls after two weeks.  We hope to resolve this situation well before then, and we will diligently follow up with our partner.  Warm regards, the My Plumber Heating and Cooling Team

Revdex.com1411 K St. NW 10th FloorWashington, D.C. 20005-3404September 14, 2015REF: [redacted]Fredericksburg, VA [redacted]Customer’s two HVAC systems are over 10 years old, we did not install.Customer states last contact with MyPlumber was on July 24, 2015 when...

in fact we have been to customer’s home 8/5/2015, 8/12/2015 and 8/14/2015. Customer states she was told by two other companies that she was given poor service and she still had original parts, when in fact our service manager was involved with this situation from start to completion and personally conducted a service call along with our technical field supervisor.We replaced generic parts with factory replacements at no cost to customer.We supplied window units to this customer which is normally reserved for customer systems that we install.We have gone above and beyond to satisfy this customer to the tune of over $2000 in no charge work. Customer did not follow our professional recommendations as indicated in job history.System(s) was affected by electrical storm; we still invested resources to this customer.We do not owe this customer any refund of any monies; both systems were operational and cooling during our last service call of August 14, 2015.As customer does not want any contact with/from us this matter is closed.Please contact me if I may be of further assistance.Harry W[redacted]Resolutions ManagerMyPlumber Heating and Cooling[redacted]@MyPlumber.com ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Have spoken with several other plumbers that stated that proper protocol wasNot taken by my plumber. It is a professional companies job to understand the details of working in older homes. Room was not sealed properly and dust was spread throughout home. Employee tookComplete blame for this weather you want to admit that or Not. Employees name was terry.We asked you guys to check on a leak in our kitchen that was not there Prior to you guys coming in to snake the area due to Not having obtaining a work permit from fairfax city. We would have never asked you to Come in otherwise, but the city required It because you once again did not follow proper Protocols. Permits are supposed to be pulled prior to and during work, not afterwards because you forgot. We are willing to work with you guys on a total price, but refuse to pay total price for work that was done haphazardly, unprofessionally, and could put my family at long term health risk. Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: the Montgomery County Office of Consumer Protection (https://[redacted]) has not received any emails/phone calls/letters in response to this same complaint and there has not been any resolution to date. This is a direct reflection on this contractor's behalf and a disregard for immediate correction at the expense of the consumer - CAVEAT EMPTOR.Proper resolution is a forfeiture of any/all licenses and practices in the commercial industry and any other action is a 'smoke screen' to illegitimate practices. The MD States AG is in contact and will be following up on this contractor as well.
Regards,
[redacted]

September 11, 2015I received your only and final notice concerning [redacted] today.We work by the job/task and not the hour, each job/task has an associated task number and price.Our business model is 50% of each job is for labor and parts, 45% is for overhead and 5% is profit.The two jobs that we charged [redacted] for are:[redacted] Furnish/install new [redacted] White Toilet, which includes disposal of old toilet $776. There is a two year warranty on this work.[redacted] Install new toilet flange in basement bath $716. There is a two year warranty on this work.After refunds customer paid a total of $1492.A copy of this letter is being sent to customer to her email address [redacted].com.This correspondence closes this matter.Please contact me if I may be of further assistance.Harry WResolutions Manager