Advanced Restoration, LLC

Complaint: ***
I am rejecting this response because:The company did not break down the bill and this was their response:Michelle,
The sole purpose of my communication is intended to clarify and
understand your position and the facts
I selected your option in my prior message, to send the invoice
to your insurance adjuster. If there’s coverage for the plumbing repair,
I’ll accept what they pay. If there isn’t coverage for the bill, I will
turn to you for collection per the terms of our agreement
Have a pleasant day,
Wayne S*Our insurance adjuster would only send us a check if the bill was broken downOnce the invoice was changed after the haggling back and forth Wayne did send this to my adjusterThe adjuster stated that he does not pay companies bills to them directly excluding the restoration company that completes the first initial dry outI would have been happy with the no "Mark Up" which Wayne states as 20% which so does their contractHowever, the bill once broken out to service call and this companies up charge actually comes out to 27.9%I will resolve this case once the 27.9% is refunded.
Sincerely,
Michelle E***

April 7, 2016
I'm confused regarding the complaint. Advanced Restoration made adjustments several weeks ago showing no balance and that the job has been paid in full. There is no outstanding balance due from the [redacted].
Sincerely,
Deon H[redacted]

Michelle,I'm not clear what you are asking from us. Your message in part reads:I would have been happy
with the no "Mark Up" which Wayne states as 20% which so does their
contract. However, the bill once broken out to service call and this companies
up charge actually comes out to 27.9%. I will resolve this case once the 27.9%
is refunded. We made you an offer to accept payment of $124 for the plumbing bill. You rejected that offer and then gave us options to choose from which included sending the invoice copy to your insurance adjuster.  We accepted that remedy and sent the invoice to your adjuster.  We've never received any communication from your adjuster to date. You are now saying that your insurance company won't pay a vendor direct for any service except for the initial dry out.  What you didn't disclose is if and how much they were willing to pay you.  Typically an insurance company will pay 20% overhead and profit in addition to the invoice amount.  Also, policy language usually includes statements like, 'we will reimburse you for actual expenses you incur...'   Yesterday we received a payment from you for $172 (7/6/2015). It was posted to your account, which brings your outstanding balance to -0-.I offered that you pay the invoice amount only of $124.  You rejected that offer and countered with a few offers including sending the invoice to your insurance company. We accepted your offer and complied.We have accepted your payment and your account is now paid in full and closed.Respectfully,

My first communication with our customer did include a request to break out a bill from our plumber. The customer also explained how she felt our representative was dishonest and went behind her back.I honored the customers request to show a copy of the invoice to her.  She did...

indicate that she wanted it "broken down" to which I explained that the bill represented a SERVICE CALL which encompasses materials, labor and profit for the plumber.  She explained that the plumber was only there 20 minutes.  I replied that the bill is a customary minimum charge to show up at the door.  I did ask the Estimator to request from the plumber an itemized list of the services in April to see what materials and time the plumber had expended.  He said the plumber couldn't really recall how long he was there nor what material was used, just that it was a small job.At onset of the job, the customer also agreed to meet for an inspection with our estimator to determine services if any they may require.  She acknowledged being late to the appointment.  Our representative met with her husband instead and the details of what was discussed during that visit, I don't know for sure.  As a result of the inspection and visit with the husband, he signed a document titled, Initial Inspection Report, which is designed to clarify the services the customer requests of us and which trades will then be involved to accommodate the repair.  The Inspection Report clearly shows trades including "flooring, drywall & dryout" were written down.  The form indicates these trades were discussed and it's my belief that our estimator left the visit with the intention of arranging those services.  Subsequently, the customer indicated her dissatisfaction with us when those trades people arrived to gather dimensions and materials lists.  She explained to me that her intention was to have her own people take care of the work and that they owned their own flooring company and would have never contracted with us to do the floor.It's important to know that the customer signed a Work Authorization and Agreement, which further indicates some form of contract to perform services.Our estimator explained to me, that the customer requested he not contact the insurance company for their estimate.  Our estimator explained to me that his intention to contact the insurance representative was to get a unit price of carpet from them so the bid would be of similar comparison.  The insurance company did send the entire estimate to our estimator.  The fact we had the insurance estimate, seems like a mute point if the customer didn't intend to have us do the work in the first place. Our agreement (contract) with the customer indicates that in the event that no insurance estimate is prepared for the work requested by the customer, the customer agrees to pay the actual invoice(s) amount along with management overhead and profit. Per our agreement we did invoice the customer for the invoice amount plus the overhead and profit.We are disappointed that the communication between our customer and our team was less than satisfactory for our customer.  The transparency of our communication was shared with all parties to show our sincere desire to find a suitable solution for our customer.In a spirit of resolution, I offered to charge the exact invoice amount to the customer and dismiss the profit and associated overhead.  To which that offer was rejected.I did submit the plumber invoice along to the customer's insurance company and to date, have not received any reply to the inquiry.  I will continue to communicate with the insurance company, to the degree they will allow.  Ultimately, our agreement is with the customer and we look to the customer to honor their signature on the agreement with payment.