B & L Steel

On Thursday 5/12/@ 6:pm, we received a referral from a local insurance agent requesting emergency service for homeowner *** ***’s residence due to standing water in his basement. The area had sustained a “Rain Microburst” on 5/11/and hundreds of homes and business were
affected by the storm. The homeowner was out of town and the homeowner’s son, *** *** had contacted the insurance agent after discovering the damage, but was told there was no coverage for this loss.*** *** was the on-call manager that night. *** was able to speak with the homeowner, Mr***, via phone and explain the process, as well as the $deposit required for emergency service The customer asked what the total cost would be. *** explained that a manager would need be onsite to assess the damage and take measurements in order to provide an accurate estimate, but a small water loss could run anywhere from $to $*** also advised this was not a set price and a manager would be going to the residence. Mr*** authorized SERVPRO to start work and his son *** *** provided the deposit.The emergency crew arrived around 10:pm. After inspection, there were rooms affected impacted by Category water, which was a much larger area than we expected. rooms required water extraction (hard surface & one carpeted), and a total of rooms required drying. After the emergency extraction of the standing water in the basement, SERVPRO then applied an EPA registered antimicrobial and then established structural drying Production Manager *** *** was then assigned the job. He contacted *** *** via phone to review the job estimate, but had to leave a message and did not receive a call back The job continued to be managed and monitored and we were able to dry the structure in days. Once the job was complete, Mr*** then met with the homeowner to review the work done and ensure his satisfaction, which is part of our standard procedure. Mr*** wanted the final cost of the job and *** advised his initial estimate was $3800, but this was based on the worst case scenario and the job taking 4-days. Fortunately, we were able to complete the job in only days, therefore, he would recalculate the cost and the amount would be lower Mr*** called Mr*** the next day with and advised him the cost would be around $2400. *** then sent the written job cost based on industry standards which actually totaled $2455. Mr*** was upset with the cost changes Mr*** then requested a meeting with ***’s manager.*** ***, our VP of Operations, and *** *** our Marketing Representative, met with Mr*** on May 26, Mr*** explained the job process and the services provided as well as apologized for any misunderstanding. He also provided Mr*** an additional copy of the detailed estimate and explained that our rates are set by an international company based on industry standards in our area and are reviewed monthly.Mr*** was still not happy with the cost, so Mr*** opted to reduce his bill to $1500. Mr*** agreed to the lower amount and signed the revised invoice.We have apologized to Mr*** for any misunderstanding, provided all detailed costs, as well as lowered his bill This customer received our after-hours Emergency Services and we responded with the same sense of urgency that was relayed to us by Mr***. We feel we treated Mr*** fairly and provided our high quality services. We respectfully request Mr*** pay the balance due on the reduced bill, which is $1,

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The answers they gave are inaccurate and unsatisfactory and just more lies. This company doesn't know how to tell the truth or stand behind what they tell the customer. I have been lied to from the beginning and I do not intend to pay any more than what they already have. The only reason I signed their form was to get them to leave my home.  Mr. [redacted] did nothing but say that everything I told him was untrue about what I was told and defended his employees.  I have never had an experience from a company like this.
Regards,
[redacted]