911 Restoration, LLC

Complaint: [redacted] I am rejecting this response because:Per Mr***: We also always charge an emergency service call fee of $when we come out and to which any work is preformed at all I am agreeable to pay the emergency service fee of $I will send payment upon your acceptance of my response.Regards, [redacted] ***

The owner was very prompt and thorough with providing an estimate for water and mold remediation at a duplex that I was renovatingBut, I was not informed that he would be charging a fee for the estimateHe was very aggressive about procuring my business, but his estimate was higher than I was prepared to payWhen he realized I would not use his services he informed me that I would owe $for the water mitigation his technician performed during the estimateAnd strangely, the water mitigation (which was mainly extraction) fee on the estimate was much lower at $ At this point, I asked that he invoice me so that I could review exactly what he was billing me forOn the invoice, he is charging $for water mitigation which occurred during the estimation processHe did not provide this information upfront and I was not aware that I would be charged for this prior to him and his technician taking it upon themselves to extract water from a carpet that was in need of removal a

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,
*** ***

We got called out to take a look at the customers property, a pipe had burst in one of the walls due to the weather at the timeUpon arriving Ms*** told us she had a $deductible and that she was more than likely going to pay out of pocketThere was standing water already that had affected
rooms of carpetOne of my technicians went on and extracted the water while we were there talking to the customerShe told me that she wanted an estimate to see a round about figure for the work needing to be doneI sent all information into my office manager she drew up and estimate for Ms*** and I informed the customer I would do what I could to help her out since she was coming out of pocket for the damagesOnce the estimate got sent over to her, she informed me that her and another person was going to do some of the work themselves to cut the cost a little and have us do the rest and set the equipment for the drying processI then had my office manager do up another estimate for Ms*** and send it to her, she then decided that she was going to take care of everything herself that it was to highMy office manager spoke with her to get an email to send an invoice and Ms*** said she would pay, even at the time stated she would pay by credit card but we informed her that we don't like to use that and charge our customers that high rate for running itThat was the last time anyone at my office or me pretty much spoke with the customerWe went back and forth a lot with her at first trying to help and I charged her for the extraction for the carpet cause those are labor hours and she was there during this timeWhich she could have stopped us, it is not on us that they ended up pulling the carpet, the water had to be extracted first, no matter whatWe also always charge an emergency service call fee of $when we come out and to which any work is preformed at allThat is all we charged Ms*** forI'm sorry, that she feels the way she doesI don't recall ever getting aggressive with her when it came to paymentMy company did work for the customer and are charging her for legitimate chargesShe never asked my office manager for a detailed estimate or she would have provided that for Ms***, she sent her an invoice for the total

We will take the $117 and be done. I do not believe this is completely fair but I am very sorry for all the issues you think I caused. None of that was any of our intention, this is just how our business goes. I do all I can to help each customer but I have to charge for my services.

Complaint: [redacted]
I am rejecting this response because:The business owner was informed the carpet would be removed irregardless of extraction and yet the owner instructed the technician to extract the water. By no means was this extraction necessary and the business owner was made aware prior to performing this activity. As a consumer, I find the owner performed unnecessary activities to illicit monies. An estimate was what I had requested, but as I was not privy to the business's practice of estimates it was unknown to me as to how the estimate was to be conducted. The owner was not upfront about these costs which is why I am rejecting his response. In addition, the aggressiveness of the owner was in regards to the work not the invoice. He was extremely pushy about getting the "job". This desperation and constant barrage of text messages left me to second guess his interests beyond monetary compensation for work that may/may not have been necessary. I suggest the fee for the estimate be reduced or negated as the business owner was not forthcoming with his pricing structure for such.
Regards,
[redacted]

I am sorry that Mrs. [redacted] thought my approach to the job was in an aggressive manner. That was never my intentions, I try my best to get the understanding across that the longer water damages like this sit the more problems it can cause. Mold problems will arise very quickly, spores start growing within 36-48 hours. Our normal procedures are to start the process of pulling affected materials and start the drying process asap to avoid things such as this. That was the reason for my acquiring over text, I did try to call Mrs. [redacted] and could not get her. So yes I did send several text messages but it was never meant to come across as aggressive or make me and my company seem pushy to use our services. Our prices do not change from customer to customer, we have a program that is widely used by many restoration companies and also insurance companies. Xactimate, calculates everything that we do by measurements and has set prices. So I am very sorry that Mrs. [redacted] felt as if we were over charging for anything or that our intentions were deceiving. We give free estimates all the time and the only reason this time was different was due to the fact that we did work for the customer. I was led to believe we were doing the job for Mrs. [redacted] and was willing to work with her as much as I could. We can settle for $150, I need to at least cover myself for the labor lost. I believe that is fair under all circumstances.

Complaint: [redacted]
I am rejecting this response because:Per Mr. [redacted]: We also always charge an emergency service call fee of $117 when we come out and to which any work is preformed at all. 
I am agreeable to pay the emergency service fee of $117. I will send payment upon your acceptance of my response.Regards,
[redacted]