[redacted] Please See Attached Documents [redacted]
RE: Complaint ID #[redacted]Dear Sirs,Below is a copy of the original complaint, with our responses following in red. I do have emaildocuments to back all responses.I don't know how much you want with the initial complaint. I have kept every email and text....
Ihave taken pictures, before, during, and currently of what is taking place. I will provide any orall of it to you. I want an adjustment to billing, and I want this company out of my life.
We would have been happy to address her concerns, had they been presented to us withreasonable time to respond to them. She did not wait for our response and attempt forresolution directly with us prior to filing this complaint
The hours of sleep I have lost over this are innumerable. I do NOT want them doing this tosome other person. On 4/16/20 a protein smoke fire occurred in my home. Al's Carpet &Restoration said they could take care of it. I signed a work authorization for them to do a packout & cleaning of the contents. They did not inventory my possessions. Our procedure had been discussed verbally, and Client notified via email on 6/16/15 of our procedure. If she was not happy with it, this would have been the time to request it be handled differently. Additionally, the work authorization she signed did not state inventory would be taken.
There was a disagreement over clean or replace, they offered to clean it first, if I wasn't happy,replace. The insurance $$ were adding up. We were simply trying to work within the limits of the insurance policy, which from what we understood stated cleaning must be attempted first. We did offer to clean first, and if unhappy, add to replace list without charging for the cleaning, in order to stay within the limits of her policy, while still fulfilling her request that insurance funds not be 'wasted' cleaning items that would be replaced.
I was told via email, on 6/10/15 by the owner AI, that there would be daily progress reports·none ever came. Job was on hold at this time, waiting for client list of items she did not wantcleaned .... which was finally received on October 5th, 2015.
Getting closer to signing an actual contract for structure cleaning & repairs I began looking ateach item. Client had access to contract for some time at this point. Additionally, her daughter(an active member in the process on her mother's behalf) had a copy to pre-review, which we supplied. No comments/concerns were brought to our attention at that time, or at all
until an email on 1/8/16 stated she found discrepancies, and details would follow. Details camein the form of the 1/14/16 email complaint
I found many duplicate charges/ charges for items I do not own. Client was advised via emailon 7/9/15 that there are not line items available for every item, in which case a similar or lesseritem would be charged. I believe this is the case with items she is not recognizing. Additionally,these are estimates, not invoices. The actual charges never took place until post complaint anddid not include any duplications.
I was charged to clean items that were on 3 lists, replacement list, content & structure cleaninglist. These are estimates, not final charges. lnsurance carrier had requested we break out ourestimate into several separate estimates, at which point some mistakes/ duplications may havetaken place. Client was given all copies of all documents for her review, which she advised shewould be doing, line by line, in addition to comparing them to the work actually taking place.She did make note of a few errors, which we promptly corrected. Additionally- we were notallowed to finish the work. Had we completed the work, everything would have been adjustedto reflect what was actually done.
When requesting documentation of ozone & thermo fog treatments, I was told they werecomplete, but there was no documentation was available. We are a small company of 4 employees. We document all work done, but exact dates of completion are not always available.
At that point I was told any more ad min hours would be at $85. This client required significant'support', far above and beyond what would be considered normal.
On more than one occasion, I was told things were a 'misunderstanding'. * Left my range onthe front carport for more than a week. Range could not be inside home due to re-contaminationrisk. The very day she asked we move it, it was brought back to our shop forstorage, where it was stored at no charge, until returned upon receipt of complaint whichrequested we return it.
* Removed the lock box 10/20/15. Left 3 carpets & office chair on front porch- no notificationto me. This was our error, and we readily accepted responsibility. We had an internalmisunderstanding about which job the lockbox was to be removed from.
• 12/2/16 put lock box on again- I did not put a key in the box * Told me a worker needed in todo an estimate, he was actually planning to do the work when I spoke to him about meeting tolet him in. We had only requested a bid be done. The "worker" mistook that info, and hadintended to start the work, which Al's would have accepted responsibility for had it been done.
A long letter went via email to Al's on 1-14-16 about the discrepancies, no response as yet.
Email was sent on 1/14/16, this complaint was filed the very next day. Sufficient time to evenattempt to respond to the letter was not given. Furthermore, it was only sent to one of us, whowas out of the office and did not receive it. Through the duration of this job, both parties hadrequested that all emails be copied to everyone involved, so we would all remain on the same page.
I have also told him, his company would not be doing more of anything on this job. Thank you
I would also like to note that all of these things were discussed with the client during the duration wewere on the job. Had she not fully understood, she had every opportunity to ask for furtherclarification, or stop the work entirely, Many of her complaints have more to do with the limits of herinsurance policy, which we had to carefully adhere to, as the client did not want any out of pocketexpenses.
[redacted] Please See Attached Documents [redacted]
RE: Complaint ID #[redacted]Dear Sirs,Below is a copy of the original complaint, with our responses following in red. I do have emaildocuments to back all responses.I don't know how much you want with the initial complaint. I have kept every email and text....
Ihave taken pictures, before, during, and currently of what is taking place. I will provide any orall of it to you. I want an adjustment to billing, and I want this company out of my life.
We would have been happy to address her concerns, had they been presented to us withreasonable time to respond to them. She did not wait for our response and attempt forresolution directly with us prior to filing this complaint
The hours of sleep I have lost over this are innumerable. I do NOT want them doing this tosome other person. On 4/16/20 a protein smoke fire occurred in my home. Al's Carpet &Restoration said they could take care of it. I signed a work authorization for them to do a packout & cleaning of the contents. They did not inventory my possessions. Our procedure had been discussed verbally, and Client notified via email on 6/16/15 of our procedure. If she was not happy with it, this would have been the time to request it be handled differently. Additionally, the work authorization she signed did not state inventory would be taken.
There was a disagreement over clean or replace, they offered to clean it first, if I wasn't happy,replace. The insurance $$ were adding up. We were simply trying to work within the limits of the insurance policy, which from what we understood stated cleaning must be attempted first. We did offer to clean first, and if unhappy, add to replace list without charging for the cleaning, in order to stay within the limits of her policy, while still fulfilling her request that insurance funds not be 'wasted' cleaning items that would be replaced.
I was told via email, on 6/10/15 by the owner AI, that there would be daily progress reports·none ever came. Job was on hold at this time, waiting for client list of items she did not wantcleaned .... which was finally received on October 5th, 2015.
Getting closer to signing an actual contract for structure cleaning & repairs I began looking ateach item. Client had access to contract for some time at this point. Additionally, her daughter(an active member in the process on her mother's behalf) had a copy to pre-review, which we supplied. No comments/concerns were brought to our attention at that time, or at all
until an email on 1/8/16 stated she found discrepancies, and details would follow. Details camein the form of the 1/14/16 email complaint
I found many duplicate charges/ charges for items I do not own. Client was advised via emailon 7/9/15 that there are not line items available for every item, in which case a similar or lesseritem would be charged. I believe this is the case with items she is not recognizing. Additionally,these are estimates, not invoices. The actual charges never took place until post complaint anddid not include any duplications.
I was charged to clean items that were on 3 lists, replacement list, content & structure cleaninglist. These are estimates, not final charges. lnsurance carrier had requested we break out ourestimate into several separate estimates, at which point some mistakes/ duplications may havetaken place. Client was given all copies of all documents for her review, which she advised shewould be doing, line by line, in addition to comparing them to the work actually taking place.She did make note of a few errors, which we promptly corrected. Additionally- we were notallowed to finish the work. Had we completed the work, everything would have been adjustedto reflect what was actually done.
When requesting documentation of ozone & thermo fog treatments, I was told they werecomplete, but there was no documentation was available. We are a small company of 4 employees. We document all work done, but exact dates of completion are not always available.
At that point I was told any more ad min hours would be at $85. This client required significant'support', far above and beyond what would be considered normal.
On more than one occasion, I was told things were a 'misunderstanding'. * Left my range onthe front carport for more than a week. Range could not be inside home due to re-contaminationrisk. The very day she asked we move it, it was brought back to our shop forstorage, where it was stored at no charge, until returned upon receipt of complaint whichrequested we return it.
* Removed the lock box 10/20/15. Left 3 carpets & office chair on front porch- no notificationto me. This was our error, and we readily accepted responsibility. We had an internalmisunderstanding about which job the lockbox was to be removed from.
• 12/2/16 put lock box on again- I did not put a key in the box * Told me a worker needed in todo an estimate, he was actually planning to do the work when I spoke to him about meeting tolet him in. We had only requested a bid be done. The "worker" mistook that info, and hadintended to start the work, which Al's would have accepted responsibility for had it been done.
A long letter went via email to Al's on 1-14-16 about the discrepancies, no response as yet.
Email was sent on 1/14/16, this complaint was filed the very next day. Sufficient time to evenattempt to respond to the letter was not given. Furthermore, it was only sent to one of us, whowas out of the office and did not receive it. Through the duration of this job, both parties hadrequested that all emails be copied to everyone involved, so we would all remain on the same page.
I have also told him, his company would not be doing more of anything on this job. Thank you
I would also like to note that all of these things were discussed with the client during the duration wewere on the job. Had she not fully understood, she had every opportunity to ask for furtherclarification, or stop the work entirely, Many of her complaints have more to do with the limits of herinsurance policy, which we had to carefully adhere to, as the client did not want any out of pocketexpenses.