281-Flooded, Inc.

Its amazing that as time passes how two people can look at a situation with such vastly different viewsCrisis situations, money and the most important asset to any individual, their home, can make for a difficult business transaction in the best of circumstances, let alone months after a
disaster.Knowing where to start on my response to so many comments and accusations is difficultObviously I want to defend myself and our company from each and every accusation and slanderous remarkWhile your home is very personal and you want to defend yourself, emergency professional services as a business is challenging by nature, but anyone when accused personally of "coercive and fraudulent practices" becomes very personal also, and we want to defend ourselves. The best way to respond, I think is to take each context and reply to that one at a time.Our Business: Emergency Services, Catastrophe Remediation is inherently difficult in perception to the clientWhile we view it as the opportunity to aid an individual after great loss, it generally gets distorted by the client that someone is capitalizing on their misfortuneSaying that, in many cases, unfortunately it can be trueMany of our competitive companies will charge, up front, a price not based on insurance standards as they know they can get cash up front and not wait 3-months to be paidThey give a "receipt" for services, also do not give details on their work and that can make it impossible for the client to get reimbursed properly from insuranceAnd, h***tly they don't care if the client ever does.We on the other hand: 1) Charged $upfront2) Did ALL of the work with the company paying ALL of the expenses3) Do not "make" a price but use the insurance standard software, using regionally approved pricing structure, provide detailed billing by line item (almost pages long in your case) by drawing the entire structure, photographs, Moisture Reading documents, work directly with the adjusters AND many times wait more than 90+ days to begin to ask for paymentAnd even then, were willing to accept partial paymentsWe cannot possibly be more ethical and transparent than using detailed billing based on the documented insurance standardsWhat varies is opinions of adjuster approvals of those dollars and scope of work.Up Front Discussion: Our standard conversation, up front with the client, before any Service Contract is signed, is also very transparent - "We use Xactimate, the insurance standard for estimating, regionally accepted pricing and use standard insurance approved operations (S500 IICRC) for the mitigation processes." We do promise to operate and bill within those billing and operating standardsNot just a guess or company pricing, but insurance pricing. We work directly with the client Adjuster to do our best to maximize the coverage so that our client gets paid for everything they are allowed As our contract states - with any insurance there may and will likely be some items not paid for by insurance as it can be insurance company specificthose charges will be the responsibility of the client to payNEVER can we promise to do the work for "exactly" what the insurance paysthere are simply too many variablesYou discuss giving an estimate up frontDoing the work as professionally required, due to the extensive size of the project, it would be impossible, and, we do not and will not do that at all in these situations. As an example; Look at the loss as a car accident, you smash your car into another car at an intersectionYou then ask for an estimate right there at the accident scene, immediately after the incident happenedThere is no way for the estimator to know what is damaged under the hood, under the car, in the engine compartment, suspension....etcHe can see smashed metal and broken glass, but what damages are underlying? When the entire home is affected, we have no idea to what extent the damages have affected the structure. Walls, floors, trim, casing, electrical, insulation, etc, also, category 1, 2, water intrusion. There are too many variables to instantly offer an estimate with any accuracyBut, what we can specify, is that the standard that the charges will be measured as discussed aboveAnything else or more is a guess.Responsiveness: As you state, there were 1000's of affected homes in the city on Memorial DayEvery company in the city and many from other states were doing all they could to service the massive amount of work in the city You home was addressed, on-site, responded to almost immediately the very next morning after the eventYour project began very promptly. Although, if your home had been damaged by water on a typical day, where it was one of only a couple of jobs on the books that week, we gladly provide a more one-on-one catered service. I freely admit that servicing more than 30+ clients on the same day, same week, was a great challenge for us and every company But, your physical project was done professionally and accuratelyThe estimating was handled by myself and one other personWe could only be so many places and produce so much paperwork as fast as possibleYou are correct, it took longer than typical to get your claim filings submittedAlthough, under the circumstances - they were submitted to insurance within weeks of the work being completed at your homeWithin about days of the actual eventCollections: This is a pretty simple situationNo company waits for 7-months to be paid for servicesAlthough, I invite you to re-read our email correspondenceYou will see an extremely patient and soft approach by designWe understand the sensitive nature of the client event and the usual insurance delays. There was not a single request for any type of payment to be made until days after the event and it was a request for only a partial paymentYour Agreement reads days and then late and finance charges will apply. I am quite sure your re-construction contractor did not do months work with no payment, but we are expected to do so? Through our communications, your partial payments and insurance/mortgage delays - we still remained patient on paymentsuntil they became months old and your communications stoppedThen and only then did I begin to push for responses and payment.Statements: You quote my mantra of "we only want to be paid for the work we actually did"That is always my stance and continues to be trueAfter your communications of specific line item questions and concerns - I have review those item for adjustment and will comment below specificallyEveryone should keep in mind that through the insurance debacle and catastrophic event with a tremendous amount of work and services providedOur finalized billing reflects only line items of dispute conversation.Comparisons: You make statements about comparative projectsI will not even comment on non-expert opinions / feelings and neighbor discussionI cannot comment on other company charging practices and policies, neighbors projects or scopes, or opinions. I can only discuss our project at hand and my company operations and policiesNever once has there been any comment about providing an inferior or lacking job performance or outcome at your homeIts only billing that is being discusses and we have provided a measurable detail. I am not a Psychologist and therefore I do not comment on Mental Health practices - nor should a non-professional of any industry.Revdex.com Complaint: We have been in business as a company since and in Flood Mitigation since We have almost no complaints over the last almost decadesThat covers Floods, Hurricanes and countless other disasters, let alone countless routine incidents of client recoveryYou make serious statements and claims of impropriety and illegal actionsI take offense, and I vehemently reject such acquisitions! I attempted to discuss these concerns with you for over a month without reply. months later you file not only a complaint, but slanderous statements. I remain consistent of wanting to be paid fairly and am willing to make concessionsBut, I will not make any adjustments as agreed to by a signed contract while being held hostage to and slanderous statements.Billing Specifics Discussion: Keeping in mind that not every specific item is covered in any specific event and as stated in the Agreementdifferent adjusters covered different NFIP line items based on their interpretation of the federal guidelinesWe were paid for every disputed line item by different adjustersBut, that being said"we only want to be paid for what was actually done / provided.1) You state that the equipment was at the home for almost weeksTherefore you had benefit of said equipment for an extended timePlease be aware you were only charged days.2) Muck Out $1,260.31 In a good faith effort we will delete this charge.3) Heavy Clean Floors $341.69 This work was absolutely performedWhile the wood had need for replacementThe water in the home was contaminated Cat water and the residual debris could not be left behind on the flooring especially while work was being performed or until such time the home was to be repairedIt was prudent and needed for health reasons.4) Equipment Decontamination $841.47 In a good faith effort we will modify this charge. In any Contaminated environment (Cat water) that the equipment is operated within, the need for greater cleaning before use in another home is requiredIt is standard and customary to charge for this required cleaningWe will reduce the charge to "Light" decon cleaning.5) Master Bath shower cleaning. $68.41 In a good faith effort we will delete this charge.6) Insulation Removed $186.90 In a good faith effort we will delete this charge. Although, The home had as much as 8+" of waterfoot above the water line would be 20+" We are discussing a charge for 24" which for 4" is really insignificant to argue about.7) PTrap charge Error $24.20 This is a genuine error - we will delete this charge. 8) Detach Garbage Disposal $65.12 In a good faith effort we will delete this chargeMy team h***tly does not remember the situation surrounding this nor disposing of the item.Finally, we did not charge for a substantial "content manipulation" that would be standard and customaryWe could charge as it is a service that was actually provided but, we were aware that NFIP routinely does not pay these charges even though they are necessary and we incur labor expenses.We have not charged any late fees of 18% interest on balances due past days per the signed AgreementIn a good faith effort we did not add this charge. To Close: We also desire to amicably close out this projectThis is not the feeling we ever want our client to feelI again state that we want to be paid fairly and for the work that was actually producedAs we have seen, there is some work produced that may not have insurance paymentBut, that does not mean that the services were not performed or were not reasonably necessary.No differently than Health Insurancemany items may or may not have coverage or overagesReasonable accommodations will be made, but there are some items that will require payment for service from the client.Therefore:Your acceptance of our good faith billing reduction of -$(1,926.86), not the -$(2,938.10) reduction as requested.We will accept the payment balance of $4,as payment in full and closing the accountWe will waive any accrued late fees and or interests.With all sincerity, we want all parties to be satisfied and feel fairly treatedWe feel this compromise accomplishes that for both parties

Revdex.com: I have reviewed the response made by 281-Flooded in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Below is a copy of my direct response to Mr. Doug J[redacted], VP of Operations at 281-Flooded on 01/19/2016. Thank you for your assistance in mediating these concerns.Best Regards, David F. C[redacted]Communication to 281-Flooded on 01/19/2016:Mr. J[redacted],
Thank you for responding to my concerns. I would have replied sooner, but I have been out of town.
While I can organize a detailed response to each of the points that you
have made, I will refrain in an effort to focus on the outcome you propose.
Keep in mind that the whole point of having a Revdex.com is to
provide consumer protection. The Revdex.com forum inquires about events and services and
doesn’t allow claims that are “slanderous.”
However, I will accept your good faith billing reduction of -$1,926.86.
As for your stipulation “There will be no
agreements beyond the signed agreement until such filing is removed from the
Revdex.com,” I will “accept the business response” on the Revdex.com website and
document that this matter has been resolved based upon your efforts to address
my concerns.
Finally, I will send
your final payment of $4,193.26 in full today in order close this account.
I agree that this
compromise will achieve satisfaction for both parties. Thank you for your
attention to my concerns.
Sincerely,
David F. C[redacted]