CompuDoc

I accept the late fee adjustment that you offeredI would also like an adjustment on the hourly fee for a total refund of $

Complaint: [redacted] I am rejecting this response because:The late fee/after hour charge I was given was $167.92. I was told that this charge would be removed and I would be given that money refunded. I just want the $167.92 refunded and for this issue to be resolved and over. Sincerely, [redacted] & [redacted]

The adjustment for the service call is a difference of $We agreed to remove the after hours service callThe standard service call still appliesAll other charges are routine and prices are supplied by your insurance company as charges for the workTell us why here

Initial Business Response /* (1000, 17, 2015/08/21) */
The following is offered in response to the complaint by *** ***:
* ServiceMaster received a call regarding a fire in the home of Mr***We were unable to provide services upon arrival due to the fact there was no power and use
of a generator had not bee authorized
* *** *** spoke with Mr*** and informed him we would not be able to start work until we had received a Scope of Work from the *** AdjusterThis is a standard practice with several insurance companies
* the Scope of Work was received from *** *** Adjuster for *** on March 5,
* ServiceMaster began water mitigation and cleaning of the structure on March 6,
Mr*** has called ServiceMaster thieves and extortionist in his complaintI believe the documents included in my response will serve to prove otherwise
DOCUMENT #
This is the document provided by *** *** Adjuster for *** Insurance outlining the work to be performed by ServiceMasterOn Page the amount is ***
DOCUMENT #
This is the REVISED scope provided By *** *** after his meeting with Mr***On page the amount is *** The amount was revised from the original amount of *** down to *** THIS IS A REDUCTION OF *** This reduction was for work that Mr*** was not satisfied with
DOCUMENT #
The copy of the invoice sent to Mr*** in the amount of ***
DOCUMENT #
a copy of Certified Letter I sent to Mr*** on April 21, stating we had already reduced the amount he owed ServiceMaster and balance was due in full by May1,
DOCUMENT #
This Scope of Work was approved by the adjuster for additional workThis work was performed by ServiceMasterThe amount of this scope was *** on page
DOCUMENT #
A copy of the Work Authorization form signed by *** *** on February 24, Please note bottom section titled Satisfaction of Completion signed by *** *** dated March 12,
DOCUMENT #
Residential Work Authorization and Consumer Rights Acknowledgement signed by Mr*** and *** on March 12,
DOCUMENT #
A copy of the Certificate of Completion and Satisfaction signed by Ms*** and Mr*** on March 12, The document contains the following statements:
* "The undersigned, hereinafter referred to as Owner, herby certifies that all emergency cleaning and/or restoration services provided by ServiceMaster, hereinafter referred to as ServiceMaster, at the above mentioned property have been completed to his/her satisfaction"
* "Owner herby releases ServiceMaster from any further liability related to services performed in conjunction with this loss"
DOCUMENT #
A copy of the Authorization for Repairs and payment signed by *** *** and *** *** dated February 24,
PERTINENT INFORMATION
* Mr*** was paid in full from *** Insurance for this lossIn reality Mr*** owes *** Insurance the amount we reduced the bill by of *** I do believe that Mr*** pocketed this money and I believe it is against the law to profit from an insurance loss
* Mr*** did not comply with the cutoff date of May 1, to pay his amount due in fullAt that time the matter was tuned over to an attorney for collectionDue to non-payment by Mr.*** we now have to pay a collections attorney 30% of the amount collectedItem F in Document #states a Mechanics Lien will be placed on a property for non-payment
Sincerely,
*** ***
ServiceMaster DSI

The two service call charges supplied to us by *** are $for Emergency Service call AFTER HOURS. The other charge is Emergency Service call during business hours for $We have agreed to deduct the after hours service call charge for a service call chargeWe did make a Emergency Service call to your residence after hoursHowever, we are agreeing to charge the service callThis is a charge that all insurance companies have approvedAgain, we have an actual contractual agreement with ***, when a loss is referred to us, we have to respond within a specified amount of timeThese service call charges are allowed for such response timeTell us why here

Complaint: [redacted]
I am rejecting this response because:The late fee/after hour charge I was given was $167.92.  I was told that this charge would be removed and I would be given that money refunded. I just want the $167.92 refunded and for this issue to be resolved and over.
Sincerely,
[redacted] & [redacted]

I accept the late fee adjustment that you offered. I would also like an adjustment on the hourly fee for a total refund of $206.73.

We received this assignment from [redacted] on October 23, 2017 at 4:43 Pm. While customers often get us confused as Adjusters, we are not adjusters, we are actual contractors, who have an agreement with [redacted] to remediate and restore their customer’s damages accordingly. Part of our contractual obligation...

includes contacting the customer immediately and also responding within a time period of four hours. Lastly, all work completed on any [redacted] assignment has to be approved by [redacted]. Regarding Mr. and Mrs. [redacted] assignment, we fulfilled both of the above stated requirements as set forth by [redacted].  On arrival at the [redacted] premises, , we have to obtain a work authorization, allowing us on the property,  another requirement. We obtained the authorization from Mr. [redacted]. We proceeded into the point of origin of the loss as directed by the Mr. [redacted]. Once we discovered the affected area of the home, with Mr. [redacted], we advised what needed to be done to resolve the water issue and dry his property accordingly. Mr. [redacted] agreed and did not at anytime object to our process of drying out the residence.  Work authorization documentation attached. Also as directed by [redacted], we performed an inspection of the roof, which is a routine process when this type of assignment is received, to rule out or determine  the cause of the water intrusion. Our Project Manager inspected the entire roof and, as instructed, sent photographs into [redacted] for review. As part of the [redacted] program, we perform the inspection of the roof, and we forward photographs into the [redacted] handling adjuster, he or she will then advise what to do. In this scenario, the damage discovered was below Mr. and Mrs. [redacted] $2000.00 deductible. Thus, typically, when a customer has damage below their deductible, there is no work required on our part. Photos are attached as documentation. The invoice for $385.78 is for water mitigation services that were required at the time of our arrival in order to dry the residence. This amount was also reviewed by [redacted] and Quality approved on October 27,2017 by [redacted], the [redacted] adjuster.  This amount was also below Mr. and Mrs. [redacted] deductible.  Thus , the reason they were invoiced versus [redacted].  The prices used in determining cost of services, is a price list which is sent to us by [redacted].  The signoff as required by [redacted], is a certificate of satisfaction signed by the customer.  Mr. and Mrs. [redacted]’ certificate of satisfaction is attached. The late fee or after hours charge, is a charge [redacted] allows due to the requirement of responding to any loss received after normal working hours.  However, in the case we would be willing to remove our after hours fee on this assignment.