Backyard Rides

We received a call at 5:00 pm on Tuesday 9/29 about a flooded basement, the customer was aware that this was a self-pay job and not covered by insurance.  The customer is correct that when she called we did ask for a credit card number as a reasonable guarantee of payment, as is customary...

for any job that is not an insurance claim.  Unlike most clean-up companies we do not charge any money to that credit card until the job is complete, and the customer has signed a certificate of satisfaction.  We arrived on site and the customer signed all the paperwork to include an authorization to perform services.  Two areas were affected, a garage and a portion of the basement.  Other areas were checked for moisture and non was found.  As the customer stated the technician did give her an approximate estimate of $1500.00 at the time the services were performed.  Our pricing guidelines are set from the insurance industry and we choose to follow those guidelines even with our self pay customers as evidenced by our attached estimate.  As for why we couldn't have an exact estimate at the time of placement of the equipment, we are never sure exactly how long it will take to dry a home.  Typically once a home is dry it usually takes a couple days following the drying completion to put a bill together and get one out to the customer.  Up to this point the customer has not had to pay anything. Unfortunately we experienced an extreme amount of flooding in our town which resulted in very high call volume.  The technician extracted water, set the drying equipment, and treated the affected are with an antimicrobial to inhibit mold growth, such is the standard for drying out a home.  The technicians plan was to follow up on the drying process Wednesday but as a result of the call volume, he was rerouted to another flooded basement and rescheduled this customer for Thursday. The drying process on an average takes 3 days and it had just been 1 day.    On Thursday the customer called prior to us monitoring with concerns about cost.  The customer was told at this point it looked to be about $1400.00 and the customer stated that he wanted to have the equipment pulled and he said that he felt it was too much.  We were told that the credit card that he had given us had limited funds available and would not cover our bill.  At this point the customer complained that his carpet had mud on it and that he did not see the value in the anti-microbial and that we had not done much extraction.  We explained that it had been raining hard,  there was not an outside entrance to the basement, and that we would clean the carpet, as would have been standard, extraction was necessary, and an antimicrobial had been used on the affected areas as is  the standard for this water loss as well as his wife expressed concern for mold growth.  We expressed that we would expect payment from a legitimate fund source.  Following this conversation a call was place to the company head quarters with a complaint in reference to the handling of the job.  The complaint was relayed to the owner and it was discussed that yes we didn't go out and monitor on Wednesday even though the drying process continued, and the communication was not up to our standards but we did not want an unhappy customer.  The owner made the decision to cut the job to $700.00 in the hopes that the customer would be happy and we could all move on.  At that point a call was placed to the home owner and the homeowner expressed that he was not expecting to hear from our office that he wanted to hear from the Corporation.  It was explained that they had reached out to us and we had discussed the situation and that we felt our resolution was more than fair.  He again expressed that he wanted to hear from the corporation and he was told that the request would be relayed, but that payment would still be expected.The Corporation did reach out to him again and the discussion was that they wanted an itemized bill.  This would have been the process regardless.  This complaint was placed within minutes of the call from corporate without enough time to respond.  Attached you will find the estimate with the removal of the extraction and antimicrobial.  We are hoping to resolve this issue with this expected payment.

Review: Back in March 2015, I purchased a truck from Backyard Rides LLC, with two payments from my school refund. Little did I know that they didn't have the title. They strung me along, strung me along and still haven't gotten the title or refund. I were told by everyone in their office that they do not issue out refunds. I asked for a full refund of $5250 or my title. I even typed up some paperwork and gotten it notarized, and sent to the bossman there through FedEx; no response yet.Desired Settlement: I've waited 6 months for my title; its obvious that they don't have it, so I need my refund so that I may be able to get to work most importantly and everywhere else!