24/7 Flood & Fire

To whom it may concern,
 
I have reviewed the complaint and spoken at length to Ms. [redacted]. I then spoke at length with the managing technician and again with Ms. [redacted]. I have determined that our technician did not follow certain protocols with regard to the mitigation process. I agree that...

there was insufficient support of the steps our company took and without that support I cannot say that those steps were in fact taken. I have expressed to Ms. [redacted] what our company policies are with regard to these steps and I believe that while she is still frustrated over that fact that an individual from our company didn't do everything to minimize the impact and inconvenience the water damage created, that she has a different view about our company as a whole and doesn't desire to see it out of business. With that said I asked her what her new desired resolution was and she expressed that she wanted assurance that in the event that her grandmother's insurance carrier disputed any charges associated with our service that none of these charges would be passed on to the insured. I gave Ms. [redacted] my word that this would not happen. I have also asked Ms. [redacted] to email me some photos to refute a claim made my employee that he had verified there wasn't moisture in the drywall behind the washer/dryer and she has agreed to do so. I also informed Ms. [redacted] that the employee in question has been placed into a probationary term where his action plans and support of his actions will be under close review for an undetermined period of time.
Jason K
 24/7 Flood Response
President