Border City Fire & Flood Restorations Ltd

Initial Business Response /* (1000, 8, 2015/10/15) */
We, Border City Fire and Flood, are not pleased with the outcome of this interaction with this clientIt is not how situations should be dealt with and we have talked to our staff member in questionThe situation from Border City Fire
and Flood is as follows:
The client called to question a $invoice on Sept 28, Jeff was the staff member to take this call as he had been the one to handle this insurance claim from the beginningThe client was asking why the contents bill to the insurance company was so much money as she was under the impression that she only had a few items that were cleaned and to be returned to herJeff did try and explain that there was more to the bill than the few items cleaned; including photographing and proper listing of all unsalvageable items, packaging for storage until directed to dispose of these itemsThe cost of transportation of these items, as well as the cleaning of some items on site and left on site and ATP clearance testingIt was our understanding that the client did have a copy of the invoice, our daily work sheets (indicating the hours spent and details of work completed) as well as the list of unsalvageable items in her possession during the conversationUnfortunately, the client did not understand and continued to ask the same question multiple timesThere was other personnel in the office at the time and verified the conversationJeff began to get defensive as he felt that the client was insinuating that we, Border City Fire and Flood, were thieves and scamming the insurance company
Prior to this conversation, payment for the $invoice was paid on Sept 11, by the insurance companyWe had attempted to make arrangements with the client to return the salvageable items, as well as the list associated with these items as is our procedure, however the client preferred to pick up her contents from our business locationArrangements were made to meet on Sept 18th at 12:00pmStaff was there from 9:00am-2:00pmThe client did not show
As we are not condoning the staff member for his actions, as he has been disciplined internally, however we would like it noted that attempts were made to get the client the information she is requestingI have personally called the client and spoke to her today to answer any remaining questionsThe conversation ended well and all questions answeredArrangements were made to deliver the remaining contents tomorrow
Regards,
Melanie S***, Director
Border City Fire and Flood