Revdex.com spoke with the business today and they stated that they did damage the refrigerator and this was noted in their records on the date of service which was 10/17/ The business stated that the consumer was offered the exact same refrigerator at their cost and the consumer refused because Servicemaster would take the old one The consumer wanted to keep the old one as a refrigerator in her garage The business then cut the consumer a check in the amount of the cost of the new refrigerator, which is the exact refrigerator that she has for $1,535.74, which included the refrigerator and the cost of the foot water hose, on 11/6/14, check # *** The check was cashed on November 24, The business was working with this customer prior to the complaint being filed They went back and visited the home to view the damage to the refrigeratorThe carpet had to be pulled up to dry underneath and it had to be cut It was cut incorrectly and could not be fixed, so we did purchase new carpet for the consumer in the amount of about $1,600.00.The walls that she claims are damaged are behind the cabinets, therefore, they may have been in that condition prior to the cabinet removal.Apparently one of the screws was not out fully so there is a mark on the back of a cabinet.As far as the trim is concerned, in most instances it is not salvageable due to the water damage and the fact that they generally break when they are removed.The piano has never been mentioned to us and we are unaware of any damage done.The business has stated they they feel that this has already been resolved with this consumer.The settlement letter sent to the consumer is below and attached:11/6/2014Mr& Mrs***Reference: Contractor LiabilityMror Mrs***I am writing to attempt to find a solution to the issues that arose from the water Mitigation Servicesthat were performed in your home by my company, ServiceMaster of the Tri-Counties.Of course I am involved when the general manager of that office has failed to settle the claim or issuewith our customerIt is never easy when you have had a loss and a third party makes the issue worse.As I understand one of our technician's made a bad call on the carpeting which we were attempting tosalvage and this carpet was replaced at our expense in the amount roughly $( full replacementcost paid).The remaining issue being a Kenmore cu.ftrefrigeratorThe make and made has been matchedand the full replacement cost with freight and sales taxes comes to $As I understand this wasabout the same amount that you paid when purchasedI have authorized [redacted] my office manager inthe Horseheads office to enclose a check for this amount.The New York Insurance statue states that in a liability claim such as the current issue that we aredealing with the injured party is owed Actual Cash Value of the damaged itemThis meaning that adeprecation amount of the value be subtracted from the Replacement Cash Value.The Statue also states that the contractor has a right to attempt to salvage the item being paid for.This same clause is in your insurance policy giving your insurance company the right to salvage any itemthat they replace in your home.I am assuming that the refrigerator and carpeting were at least two years old meaning that thedeprecation schedule for a major appliance is 13% of the full replacement value and the carpetingdeprecation schedule is 17% of the value.Doing the math for the ACV amount (actual cash value) the amount that that any court of law inNew York would recognize is about $less that what I am offering to settle this claim with you plusthe amount of salvage on the refrigerator which I value of at least $500.00.I agree to allow you to retain the refrigerator as you have requestedThis being said I have over paidthe claim by an estimated $not counting freight and sales taxes that I have paid and offered topay to settle this dispute.In your email Mrs [redacted] you mentioned cabinet damage and Mr [redacted] my general manager cameout to inspect and in our conversation told me that it appeared that one screw was not removed andsome minor damage, easily repaired had occurredAs far as the trim that was removed unfortunatelythere was no mention on any of the paper work and your insurance company was not charged for theremovalIf the trim was "thrown in the yard" it was deemed non-salvageable and should have been partof your insurance claim.I feel that making the payment for the carpeting and the offer on the refrigerator ( full replacementvalue paid) are more than fair and I really hope that you except so that we can put this matter behindus.I sincerely apologize for the mistakes and not wanting to add insult to injury hope we can consider thismatter settled.Sincerely, [redacted]
While moving the refrigerator, they dented the front and dented and scratched the sides by scraping it along the stove handles and the wall The doors are now uneven and the hinge at the top is cracked The screwed in cabinets were torn from the wall leaving damage to the drywall
Also, the counter top which was screwed down was ripped from the cabinets without using a screwdriver which damaged the front stiles on the cabinets The piano was moved by one person stressing and weakening the legs of the piano and wedging a shoe under the piano pedals causing further damage The salvagable trim in the kitchen was left in the rain outside and insurance will not cover due to 3rd party damage The TV stand wheels were broken off The kitchen walls have multiple dents and scrapes above trim from when they were removing hardwood floor
Revdex.com spoke with *** and she stated the following:The first appointment for this customer was for a mold remediation estimate The employee that provided the estimate is no longer employed with us, so we are uncertain as to if he was late or not If he was, we do apologize.The second
appointment was for a carpet cleaning, we were late, but the technician did call the customer to advise him that he would be late.The third appointment was for a new mold remediation estimate, as close to months had passed since the first one, so the original estimate may no longer be accurate, as mold does continue to grow We did call to cancel the appointment close to the scheduled appointment time, which we apologize for, however the cancellation was due to inclement weather which is why our employee could not make it to his home We would have called earlier, however, the employee was en route from Buffalo, and was unable to continue further and had to turn around due to unsafe driving conditions
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Good grief, it's no wonder my professional colleagues have also expressed disdain for Service Master of the Twin Tiers Here is the true explanation of the third visitminutes after the scheduled visit I called to inquire as to the whereabouts of the estimator, as I had received no phone call advising of the delayThe voice at Service Master said, " I will call to find out"Five minutes later the explanation was" The technician would not be coming due to running over on the previous job, after all we are an emergency service company." My conclusion now is that Service Master not only have no idea about customer service they also missed the first grade lesson about telling the truth! Shame!
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** ***
Danielle's response did not address my expressed plea to have the additional charges of $removed, in the light of the information I provided in my first letter To review: I had pointed out to the person initially contacted that I have a small house, with full basement, and needed help removing sodden containers so I could determine the condition of contents, and help in cleaning the mess of flood water, bird seed and spruce needles from the floor The oversized equipment which the company sent in (three large blowers and one malfunctioning industrial sized dehumidifier), were inappropriate, in the way, and unacceptable to my wishes When I called to report the condition , I was not asking for repair of the malfunctioning machine However, two techpeople were sent out, and that charge was added to my already burdensome $which was required as a down payment I feell manipulated by the company, shortchanged in service, and unhappy with the results
On Sat., June 27, after the large equipment had been moved out, a volunteer team from the community completed removal of wet materials from the basement, used a shop vacuum to clean up the floor, and made the basement available to my use again I realize, now , that I should have asked for help from more of my neighbors before and not callied Servicemaster to get involved Their objectives clearly did not suite my needsRespectfully
Donna Jean ***
Revdex.com spoke with *** and she stated the following:
The first appointment for this customer was for a mold remediation estimate The employee that provided the estimate is no longer employed with us, so we are uncertain as to if he was late or not If he was, we do
apologize.The second appointment was for a carpet cleaning, we were late, but the technician did call the customer to advise him that he would be lateThe third appointment was for a new mold remediation estimate, as close to months had passed since the first one, so the original estimate may no longer be accurate, as mold does continue to grow We did call to cancel the appointment close to the scheduled appointment time, which we apologize for, however the cancellation was due to inclement weather which is why our employee could not make it to his home We would have called earlier, however, the employee was en route from Buffalo, and was unable to continue further and had to turn around due to unsafe driving conditions
Revdex.com spoke with the business today and they stated that they did damage the refrigerator and this was noted in their records on the date of service which was 10/17/14. The business stated that the consumer was offered the exact same refrigerator at their cost and the consumer refused because Servicemaster would take the old one. The consumer wanted to keep the old one as a refrigerator in her garage. The business then cut the consumer a check in the amount of the cost of the new refrigerator, which is the exact refrigerator that she has for $1,535.74, which included the refrigerator and the cost of the 5 foot water hose, on 11/6/14, check # [redacted]. The check was cashed on November 24, 2014. The business was working with this customer prior to the complaint being filed. They went back and visited the home to view the damage to the refrigerator. The carpet had to be pulled up to dry underneath and it had to be cut. It was cut incorrectly and could not be fixed, so we did purchase new carpet for the consumer in the amount of about $1,600.00.The walls that she claims are damaged are behind the cabinets, therefore, they may have been in that condition prior to the cabinet removal.Apparently one of the screws was not out fully so there is a mark on the back of a cabinet.As far as the trim is concerned, in most instances it is not salvageable due to the water damage and the fact that they generally break when they are removed.The piano has never been mentioned to us and we are unaware of any damage done.The business has stated they they feel that this has already been resolved with this consumer.The settlement letter sent to the consumer is below and attached:11/6/2014Mr. & Mrs. [redacted]Reference: Contractor LiabilityMr. or Mrs. [redacted]I am writing to attempt to find a solution to the issues that arose from the water Mitigation Servicesthat were performed in your home by my company, ServiceMaster of the Tri-Counties.Of course I am involved when the general manager of that office has failed to settle the claim or issuewith our customer. It is never easy when you have had a loss and a third party makes the issue worse.As I understand one of our technician's made a bad call on the carpeting which we were attempting tosalvage and this carpet was replaced at our expense in the amount roughly $1600.00. ( full replacementcost paid).The remaining issue being a Kenmore 26.7 cu.ft. refrigerator. The make and made has been matchedand the full replacement cost with freight and sales taxes comes to $1535.74. As I understand this wasabout the same amount that you paid when purchased. I have authorized [redacted] my office manager inthe Horseheads office to enclose a check for this amount.The New York Insurance statue states that in a liability claim such as the current issue that we aredealing with the injured party is owed Actual Cash Value of the damaged item. This meaning that adeprecation amount of the value be subtracted from the Replacement Cash Value.The Statue also states that the contractor has a right to attempt to salvage the item being paid for.This same clause is in your insurance policy giving your insurance company the right to salvage any itemthat they replace in your home.I am assuming that the refrigerator and carpeting were at least two years old meaning that thedeprecation schedule for a major appliance is 13% of the full replacement value and the carpetingdeprecation schedule is 17% of the value.Doing the math for the ACV amount (actual cash value) the amount that that any court of law inNew York would recognize is about $640.00 less that what I am offering to settle this claim with you plusthe amount of salvage on the refrigerator which I value of at least $500.00.I agree to allow you to retain the refrigerator as you have requested. This being said I have over paidthe claim by an estimated $1140.00 not counting freight and sales taxes that I have paid and offered topay to settle this dispute.In your email Mrs. [redacted] you mentioned cabinet damage and Mr. [redacted] my general manager cameout to inspect and in our conversation told me that it appeared that one screw was not removed andsome minor damage, easily repaired had occurred. As far as the trim that was removed unfortunatelythere was no mention on any of the paper work and your insurance company was not charged for theremoval. If the trim was "thrown in the yard" it was deemed non-salvageable and should have been partof your insurance claim.I feel that making the payment for the carpeting and the offer on the refrigerator ( full replacementvalue paid) are more than fair and I really hope that you except so that we can put this matter behindus.I sincerely apologize for the mistakes and not wanting to add insult to injury hope we can consider thismatter settled.Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Good grief, it's no wonder my professional colleagues have also expressed disdain for Service Master of the Twin Tiers. Here is the true explanation of the third visit. 10 minutes after the scheduled visit I called to inquire as to the whereabouts of the estimator, as I had received no phone call advising of the delay. The voice at Service Master said, " I will call to find out". Five minutes later the explanation was" The technician would not be coming due to running over on the previous job, after all we are an emergency service company." My conclusion now is that Service Master not only have no idea about customer service they also missed the first grade lesson about telling the truth! Shame!
Regards,
[redacted]
Revdex.com spoke with the business today and they stated that they did damage the refrigerator and this was noted in their records on the date of service which was 10/17/14. The business stated that the consumer was offered the exact same refrigerator at their cost and the consumer refused because Servicemaster would take the old one. The consumer wanted to keep the old one as a refrigerator in her garage. The business then cut the consumer a check in the amount of the cost of the new refrigerator, which is the exact refrigerator that she has for $1,535.74, which included the refrigerator and the cost of the 5 foot water hose, on 11/6/14, check # [redacted]. The check was cashed on November 24, 2014. The business was working with this customer prior to the complaint being filed. They went back and visited the home to view the damage to the refrigerator.
The carpet had to be pulled up to dry underneath and it had to be cut. It was cut incorrectly and could not be fixed, so we did purchase new carpet for the consumer in the amount of about $1,600.00.
The walls that she claims are damaged are behind the cabinets, therefore, they may have been in that condition prior to the cabinet removal.
Apparently one of the screws was not out fully so there is a mark on the back of a cabinet.
As far as the trim is concerned, in most instances it is not salvageable due to the water damage and the fact that they generally break when they are removed.
The piano has never been mentioned to us and we are unaware of any damage done.
The business has stated they they feel that this has already been resolved with this consumer.
The settlement letter sent to the consumer is below and attached:
11/6/2014Mr. & Mrs. [redacted]Reference: Contractor LiabilityMr. or Mrs. [redacted]I am writing to attempt to find a solution to the issues that arose from the water Mitigation Servicesthat were performed in your home by my company, ServiceMaster of the Tri-Counties.Of course I am involved when the general manager of that office has failed to settle the claim or issuewith our customer. It is never easy when you have had a loss and a third party makes the issue worse.As I understand one of our technician's made a bad call on the carpeting which we were attempting tosalvage and this carpet was replaced at our expense in the amount roughly $1600.00. ( full replacementcost paid).The remaining issue being a Kenmore 26.7 cu.ft. refrigerator. The make and made has been matchedand the full replacement cost with freight and sales taxes comes to $1535.74. As I understand this wasabout the same amount that you paid when purchased. I have authorized [redacted] my office manager inthe Horseheads office to enclose a check for this amount.The New York Insurance statue states that in a liability claim such as the current issue that we aredealing with the injured party is owed Actual Cash Value of the damaged item. This meaning that adeprecation amount of the value be subtracted from the Replacement Cash Value.The Statue also states that the contractor has a right to attempt to salvage the item being paid for.This same clause is in your insurance policy giving your insurance company the right to salvage any itemthat they replace in your home.I am assuming that the refrigerator and carpeting were at least two years old meaning that thedeprecation schedule for a major appliance is 13% of the full replacement value and the carpetingdeprecation schedule is 17% of the value.Doing the math for the ACV amount (actual cash value) the amount that that any court of law inNew York would recognize is about $640.00 less that what I am offering to settle this claim with you plusthe amount of salvage on the refrigerator which I value of at least $500.00.I agree to allow you to retain the refrigerator as you have requested. This being said I have over paidthe claim by an estimated $1140.00 not counting freight and sales taxes that I have paid and offered topay to settle this dispute.In your email Mrs. [redacted] you mentioned cabinet damage and Mr. [redacted] my general manager cameout to inspect and in our conversation told me that it appeared that one screw was not removed andsome minor damage, easily repaired had occurred. As far as the trim that was removed unfortunatelythere was no mention on any of the paper work and your insurance company was not charged for theremoval. If the trim was "thrown in the yard" it was deemed non-salvageable and should have been partof your insurance claim.I feel that making the payment for the carpeting and the offer on the refrigerator ( full replacementvalue paid) are more than fair and I really hope that you except so that we can put this matter behindus.I sincerely apologize for the mistakes and not wanting to add insult to injury hope we can consider thismatter settled.
Sincerely,[redacted]
Revdex.com spoke with the business today and they stated that they did damage the refrigerator and this was noted in their records on the date of service which was 10/17/ The business stated that the consumer was offered the exact same refrigerator at their cost and the consumer refused because Servicemaster would take the old one The consumer wanted to keep the old one as a refrigerator in her garage The business then cut the consumer a check in the amount of the cost of the new refrigerator, which is the exact refrigerator that she has for $1,535.74, which included the refrigerator and the cost of the foot water hose, on 11/6/14, check # *** The check was cashed on November 24, The business was working with this customer prior to the complaint being filed They went back and visited the home to view the damage to the refrigeratorThe carpet had to be pulled up to dry underneath and it had to be cut It was cut incorrectly and could not be fixed, so we did purchase new carpet for the consumer in the amount of about $1,600.00.The walls that she claims are damaged are behind the cabinets, therefore, they may have been in that condition prior to the cabinet removal.Apparently one of the screws was not out fully so there is a mark on the back of a cabinet.As far as the trim is concerned, in most instances it is not salvageable due to the water damage and the fact that they generally break when they are removed.The piano has never been mentioned to us and we are unaware of any damage done.The business has stated they they feel that this has already been resolved with this consumer.The settlement letter sent to the consumer is below and attached:11/6/2014Mr& Mrs***Reference: Contractor LiabilityMror Mrs***I am writing to attempt to find a solution to the issues that arose from the water Mitigation Servicesthat were performed in your home by my company, ServiceMaster of the Tri-Counties.Of course I am involved when the general manager of that office has failed to settle the claim or issuewith our customerIt is never easy when you have had a loss and a third party makes the issue worse.As I understand one of our technician's made a bad call on the carpeting which we were attempting tosalvage and this carpet was replaced at our expense in the amount roughly $( full replacementcost paid).The remaining issue being a Kenmore cu.ftrefrigeratorThe make and made has been matchedand the full replacement cost with freight and sales taxes comes to $As I understand this wasabout the same amount that you paid when purchasedI have authorized [redacted] my office manager inthe Horseheads office to enclose a check for this amount.The New York Insurance statue states that in a liability claim such as the current issue that we aredealing with the injured party is owed Actual Cash Value of the damaged itemThis meaning that adeprecation amount of the value be subtracted from the Replacement Cash Value.The Statue also states that the contractor has a right to attempt to salvage the item being paid for.This same clause is in your insurance policy giving your insurance company the right to salvage any itemthat they replace in your home.I am assuming that the refrigerator and carpeting were at least two years old meaning that thedeprecation schedule for a major appliance is 13% of the full replacement value and the carpetingdeprecation schedule is 17% of the value.Doing the math for the ACV amount (actual cash value) the amount that that any court of law inNew York would recognize is about $less that what I am offering to settle this claim with you plusthe amount of salvage on the refrigerator which I value of at least $500.00.I agree to allow you to retain the refrigerator as you have requestedThis being said I have over paidthe claim by an estimated $not counting freight and sales taxes that I have paid and offered topay to settle this dispute.In your email Mrs [redacted] you mentioned cabinet damage and Mr [redacted] my general manager cameout to inspect and in our conversation told me that it appeared that one screw was not removed andsome minor damage, easily repaired had occurredAs far as the trim that was removed unfortunatelythere was no mention on any of the paper work and your insurance company was not charged for theremovalIf the trim was "thrown in the yard" it was deemed non-salvageable and should have been partof your insurance claim.I feel that making the payment for the carpeting and the offer on the refrigerator ( full replacementvalue paid) are more than fair and I really hope that you except so that we can put this matter behindus.I sincerely apologize for the mistakes and not wanting to add insult to injury hope we can consider thismatter settled.Sincerely, [redacted]
While moving the refrigerator, they dented the front and dented and scratched the sides by scraping it along the stove handles and the wall The doors are now uneven and the hinge at the top is cracked The screwed in cabinets were torn from the wall leaving damage to the drywall
Also, the counter top which was screwed down was ripped from the cabinets without using a screwdriver which damaged the front stiles on the cabinets The piano was moved by one person stressing and weakening the legs of the piano and wedging a shoe under the piano pedals causing further damage The salvagable trim in the kitchen was left in the rain outside and insurance will not cover due to 3rd party damage The TV stand wheels were broken off The kitchen walls have multiple dents and scrapes above trim from when they were removing hardwood floor
Revdex.com spoke with *** and she stated the following:The first appointment for this customer was for a mold remediation estimate The employee that provided the estimate is no longer employed with us, so we are uncertain as to if he was late or not If he was, we do apologize.The second
appointment was for a carpet cleaning, we were late, but the technician did call the customer to advise him that he would be late.The third appointment was for a new mold remediation estimate, as close to months had passed since the first one, so the original estimate may no longer be accurate, as mold does continue to grow We did call to cancel the appointment close to the scheduled appointment time, which we apologize for, however the cancellation was due to inclement weather which is why our employee could not make it to his home We would have called earlier, however, the employee was en route from Buffalo, and was unable to continue further and had to turn around due to unsafe driving conditions
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Good grief, it's no wonder my professional colleagues have also expressed disdain for Service Master of the Twin Tiers Here is the true explanation of the third visitminutes after the scheduled visit I called to inquire as to the whereabouts of the estimator, as I had received no phone call advising of the delayThe voice at Service Master said, " I will call to find out"Five minutes later the explanation was" The technician would not be coming due to running over on the previous job, after all we are an emergency service company." My conclusion now is that Service Master not only have no idea about customer service they also missed the first grade lesson about telling the truth! Shame!
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** ***
Danielle's response did not address my expressed plea to have the additional charges of $removed, in the light of the information I provided in my first letter To review: I had pointed out to the person initially contacted that I have a small house, with full basement, and needed help removing sodden containers so I could determine the condition of contents, and help in cleaning the mess of flood water, bird seed and spruce needles from the floor The oversized equipment which the company sent in (three large blowers and one malfunctioning industrial sized dehumidifier), were inappropriate, in the way, and unacceptable to my wishes When I called to report the condition , I was not asking for repair of the malfunctioning machine However, two techpeople were sent out, and that charge was added to my already burdensome $which was required as a down payment I feell manipulated by the company, shortchanged in service, and unhappy with the results
On Sat., June 27, after the large equipment had been moved out, a volunteer team from the community completed removal of wet materials from the basement, used a shop vacuum to clean up the floor, and made the basement available to my use again I realize, now , that I should have asked for help from more of my neighbors before and not callied Servicemaster to get involved Their objectives clearly did not suite my needsRespectfully
Donna Jean ***
Revdex.com spoke with *** and she stated the following:
The first appointment for this customer was for a mold remediation estimate The employee that provided the estimate is no longer employed with us, so we are uncertain as to if he was late or not If he was, we do
apologize.The second appointment was for a carpet cleaning, we were late, but the technician did call the customer to advise him that he would be lateThe third appointment was for a new mold remediation estimate, as close to months had passed since the first one, so the original estimate may no longer be accurate, as mold does continue to grow We did call to cancel the appointment close to the scheduled appointment time, which we apologize for, however the cancellation was due to inclement weather which is why our employee could not make it to his home We would have called earlier, however, the employee was en route from Buffalo, and was unable to continue further and had to turn around due to unsafe driving conditions
Revdex.com spoke with the business today and they stated that they did damage the refrigerator and this was noted in their records on the date of service which was 10/17/14. The business stated that the consumer was offered the exact same refrigerator at their cost and the consumer refused because Servicemaster would take the old one. The consumer wanted to keep the old one as a refrigerator in her garage. The business then cut the consumer a check in the amount of the cost of the new refrigerator, which is the exact refrigerator that she has for $1,535.74, which included the refrigerator and the cost of the 5 foot water hose, on 11/6/14, check # [redacted]. The check was cashed on November 24, 2014. The business was working with this customer prior to the complaint being filed. They went back and visited the home to view the damage to the refrigerator. The carpet had to be pulled up to dry underneath and it had to be cut. It was cut incorrectly and could not be fixed, so we did purchase new carpet for the consumer in the amount of about $1,600.00.The walls that she claims are damaged are behind the cabinets, therefore, they may have been in that condition prior to the cabinet removal.Apparently one of the screws was not out fully so there is a mark on the back of a cabinet.As far as the trim is concerned, in most instances it is not salvageable due to the water damage and the fact that they generally break when they are removed.The piano has never been mentioned to us and we are unaware of any damage done.The business has stated they they feel that this has already been resolved with this consumer.The settlement letter sent to the consumer is below and attached:11/6/2014Mr. & Mrs. [redacted]Reference: Contractor LiabilityMr. or Mrs. [redacted]I am writing to attempt to find a solution to the issues that arose from the water Mitigation Servicesthat were performed in your home by my company, ServiceMaster of the Tri-Counties.Of course I am involved when the general manager of that office has failed to settle the claim or issuewith our customer. It is never easy when you have had a loss and a third party makes the issue worse.As I understand one of our technician's made a bad call on the carpeting which we were attempting tosalvage and this carpet was replaced at our expense in the amount roughly $1600.00. ( full replacementcost paid).The remaining issue being a Kenmore 26.7 cu.ft. refrigerator. The make and made has been matchedand the full replacement cost with freight and sales taxes comes to $1535.74. As I understand this wasabout the same amount that you paid when purchased. I have authorized [redacted] my office manager inthe Horseheads office to enclose a check for this amount.The New York Insurance statue states that in a liability claim such as the current issue that we aredealing with the injured party is owed Actual Cash Value of the damaged item. This meaning that adeprecation amount of the value be subtracted from the Replacement Cash Value.The Statue also states that the contractor has a right to attempt to salvage the item being paid for.This same clause is in your insurance policy giving your insurance company the right to salvage any itemthat they replace in your home.I am assuming that the refrigerator and carpeting were at least two years old meaning that thedeprecation schedule for a major appliance is 13% of the full replacement value and the carpetingdeprecation schedule is 17% of the value.Doing the math for the ACV amount (actual cash value) the amount that that any court of law inNew York would recognize is about $640.00 less that what I am offering to settle this claim with you plusthe amount of salvage on the refrigerator which I value of at least $500.00.I agree to allow you to retain the refrigerator as you have requested. This being said I have over paidthe claim by an estimated $1140.00 not counting freight and sales taxes that I have paid and offered topay to settle this dispute.In your email Mrs. [redacted] you mentioned cabinet damage and Mr. [redacted] my general manager cameout to inspect and in our conversation told me that it appeared that one screw was not removed andsome minor damage, easily repaired had occurred. As far as the trim that was removed unfortunatelythere was no mention on any of the paper work and your insurance company was not charged for theremoval. If the trim was "thrown in the yard" it was deemed non-salvageable and should have been partof your insurance claim.I feel that making the payment for the carpeting and the offer on the refrigerator ( full replacementvalue paid) are more than fair and I really hope that you except so that we can put this matter behindus.I sincerely apologize for the mistakes and not wanting to add insult to injury hope we can consider thismatter settled.Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Good grief, it's no wonder my professional colleagues have also expressed disdain for Service Master of the Twin Tiers. Here is the true explanation of the third visit. 10 minutes after the scheduled visit I called to inquire as to the whereabouts of the estimator, as I had received no phone call advising of the delay. The voice at Service Master said, " I will call to find out". Five minutes later the explanation was" The technician would not be coming due to running over on the previous job, after all we are an emergency service company." My conclusion now is that Service Master not only have no idea about customer service they also missed the first grade lesson about telling the truth! Shame!
Regards,
[redacted]
Revdex.com spoke with the business today and they stated that they did damage the refrigerator and this was noted in their records on the date of service which was 10/17/14. The business stated that the consumer was offered the exact same refrigerator at their cost and the consumer refused because Servicemaster would take the old one. The consumer wanted to keep the old one as a refrigerator in her garage. The business then cut the consumer a check in the amount of the cost of the new refrigerator, which is the exact refrigerator that she has for $1,535.74, which included the refrigerator and the cost of the 5 foot water hose, on 11/6/14, check # [redacted]. The check was cashed on November 24, 2014. The business was working with this customer prior to the complaint being filed. They went back and visited the home to view the damage to the refrigerator.
The carpet had to be pulled up to dry underneath and it had to be cut. It was cut incorrectly and could not be fixed, so we did purchase new carpet for the consumer in the amount of about $1,600.00.
The walls that she claims are damaged are behind the cabinets, therefore, they may have been in that condition prior to the cabinet removal.
Apparently one of the screws was not out fully so there is a mark on the back of a cabinet.
As far as the trim is concerned, in most instances it is not salvageable due to the water damage and the fact that they generally break when they are removed.
The piano has never been mentioned to us and we are unaware of any damage done.
The business has stated they they feel that this has already been resolved with this consumer.
The settlement letter sent to the consumer is below and attached:
11/6/2014Mr. & Mrs. [redacted]Reference: Contractor LiabilityMr. or Mrs. [redacted]I am writing to attempt to find a solution to the issues that arose from the water Mitigation Servicesthat were performed in your home by my company, ServiceMaster of the Tri-Counties.Of course I am involved when the general manager of that office has failed to settle the claim or issuewith our customer. It is never easy when you have had a loss and a third party makes the issue worse.As I understand one of our technician's made a bad call on the carpeting which we were attempting tosalvage and this carpet was replaced at our expense in the amount roughly $1600.00. ( full replacementcost paid).The remaining issue being a Kenmore 26.7 cu.ft. refrigerator. The make and made has been matchedand the full replacement cost with freight and sales taxes comes to $1535.74. As I understand this wasabout the same amount that you paid when purchased. I have authorized [redacted] my office manager inthe Horseheads office to enclose a check for this amount.The New York Insurance statue states that in a liability claim such as the current issue that we aredealing with the injured party is owed Actual Cash Value of the damaged item. This meaning that adeprecation amount of the value be subtracted from the Replacement Cash Value.The Statue also states that the contractor has a right to attempt to salvage the item being paid for.This same clause is in your insurance policy giving your insurance company the right to salvage any itemthat they replace in your home.I am assuming that the refrigerator and carpeting were at least two years old meaning that thedeprecation schedule for a major appliance is 13% of the full replacement value and the carpetingdeprecation schedule is 17% of the value.Doing the math for the ACV amount (actual cash value) the amount that that any court of law inNew York would recognize is about $640.00 less that what I am offering to settle this claim with you plusthe amount of salvage on the refrigerator which I value of at least $500.00.I agree to allow you to retain the refrigerator as you have requested. This being said I have over paidthe claim by an estimated $1140.00 not counting freight and sales taxes that I have paid and offered topay to settle this dispute.In your email Mrs. [redacted] you mentioned cabinet damage and Mr. [redacted] my general manager cameout to inspect and in our conversation told me that it appeared that one screw was not removed andsome minor damage, easily repaired had occurred. As far as the trim that was removed unfortunatelythere was no mention on any of the paper work and your insurance company was not charged for theremoval. If the trim was "thrown in the yard" it was deemed non-salvageable and should have been partof your insurance claim.I feel that making the payment for the carpeting and the offer on the refrigerator ( full replacementvalue paid) are more than fair and I really hope that you except so that we can put this matter behindus.I sincerely apologize for the mistakes and not wanting to add insult to injury hope we can consider thismatter settled.
Sincerely,[redacted]