Disaster Recovery and Duct Masters, LLC

Thank you for the opportunity to respond to this complaint On 01-16-2015, we were hired by this client to remediate a water loss in this home Since she was now living in [redacted] , she gave us her email address so we could send her our Work Authorization form, which she signed and returned to us, and she put a $deposit down with a credit card We promptly went to work on drying out this home and was completely finished in days We mailed and emailed her a copy of our Invoice dated 01-19-with the reminder that, as stated in the Work Authorization form, our company policy is that “payment is due upon receipt and that any balance over days is subject to interest charges and/or turned over for collection.” After two weeks, I called the client and asked if she had received payment from her insurance company yet She told me she had gotten the checks on Friday, but the mortgage company was also on it, so she had to send it to the mortgage company so they could sign off on it and send it back to her The client called me on 03-02-and told me that she had to wait for the mortgage company to send her a packet to fill out and return to them with the checks, since they had not been informed that there had been a loss in this home I reminded her that her account was now days overdue and that I could start charging interest I called the client on 03-13-and was told that she had just mailed the packet to the mortgage company a couple of days agoShe said that she would call me as soon as the checks were returned to her, and would put payment to us in the mail right away She thanked me for being patient with her By 03-27-I still had not heard from the client so I called her again She said she had not received her checks back from the mortgage company yet I told her that it was now days out and that she needed to get proactive about contacting someone to get this done I explained to her that it was accruing interest, and we would have to turn it over for collection soon She promised that if nothing showed up on Monday she would call them again On 04-03-2015, after no response from the client, I mailed and emailed her our final noticeShe called me and said that she would be in [redacted] today, and asked if we could meet her at her bank so that she could give us her paymentOur technician met her thereShe thanked us for being so patient and handed him an envelope and left It wasn’t until after she had gone that the technician checked the envelope It was $short He immediately called the client and was told for the first time that this was all the insurance company was going to pay on the claim At no time did this client ever express any dissatisfaction with any of our services At no time during the entire days we had patiently waited “for her check to be returned from the mortgage company” did she ever mention that she had not received the full amount from her insurance company We never received any written notice from the insurance company that they were not going to pay the client the full amount for our services The Work Authorization form that this client signed clearly states: “If payment from any insurance carrier is not sufficient to cover all charges for work performed by [this company], the Client shall remain responsible for any remaining deficiency.” This client should have filed a complaint against her insurance company, and not with us Our pricing was fair and reasonable, and our services were performed quickly and efficiently On 04-08-2015, we mailed and emailed to this client a final Invoice and letter showing the payments that had been made up to this date, and adding interest charges on the amount that was still outstanding We also stated that she had until Friday, April 10, by 5:pm to pay this outstanding balance in full or we would have no choice but to turn it over for collection as it would then be days past due We suggested that she could call our office with a Credit Card, or she could overnight a check to us in time for the 5:deadline We have not heard from her yet If she does not contact us with the full payment of $2,921.92, we will have no choice but to turn this over to our attorney for collection on Monday, April 13,

Thank you for the opportunity to respond to this complaint.  On 01-16-2015, we were hired by this client to remediate a water loss in this home.  Since she was now living in [redacted], she gave us her email address so we could send her our Work Authorization form, which she signed and...

returned to us, and she put a $1000 deposit down with a credit card.   We promptly went to work on drying out this home and was completely finished in 2.5 days.  We mailed and emailed her a copy of our Invoice dated 01-19-2015 with the reminder that, as stated in the Work Authorization form, our company policy is that “payment is due upon receipt and that any balance over 30 days is subject to interest charges and/or turned over for collection.”    After two weeks, I called the client and asked if she had received payment from her insurance company yet.  She told me she had gotten the checks on Friday, but the mortgage company was also on it, so she had to send it to the mortgage company so they could sign off on it and send it back to her.   The client called me on 03-02-2015 and told me that she had to wait for the mortgage company to send her a packet to fill out and return to them with the checks, since they had not been informed that there had been a loss in this home.  I reminded her that her account was now 42 days overdue and that I could start charging interest.   I called the client on 03-13-2015 and was told that she had just mailed the packet to the mortgage company a couple of days ago. She said that she would call me as soon as the checks were returned to her, and would put payment to us in the mail right away.  She thanked me for being patient with her.   By 03-27-2015 I still had not heard from the client so I called her again.  She said she had not received her checks back from the mortgage company yet.  I told her that it was now 67 days out and that she needed to get proactive about contacting someone to get this done.  I explained to her that it was accruing interest, and we would have to turn it over for collection soon.  She promised that if nothing showed up on Monday she would call them again.   On 04-03-2015, after no response from the client, I mailed and emailed her our final notice. She called me and said that she would be in [redacted] today, and asked if we could meet her at her bank so that she could give us her payment. Our technician met her there. She thanked us for being so patient and handed him an envelope and left.  It wasn’t until after she had gone that the technician checked the envelope.  It was $2810.53 short.  He immediately called the client and was told for the first time that this was all the insurance company was going to pay on the claim.   At no time did this client ever express any dissatisfaction with any of our services.  At no time during the entire 74 days we had patiently waited “for her check to be returned from the mortgage company” did she ever mention that she had not received the full amount from her insurance company.  We never received any written notice from the insurance company that they were not going to pay the client the full amount for our services.   The Work Authorization form that this client signed clearly states: “If payment from any insurance carrier is not sufficient to cover all charges for work performed by [this company], the Client shall remain responsible for any remaining deficiency.”   This client should have filed a complaint against her insurance company, and not with us.  Our pricing was fair and reasonable, and our services were performed quickly and efficiently.   On 04-08-2015, we mailed and emailed to this client a final Invoice and letter showing the payments that had been made up to this date, and adding interest charges on the amount that was still outstanding.  We also stated that she had until Friday, April 10, 2015 by 5:00 pm to pay this outstanding balance in full or we would have no choice but to turn it over for collection as it would then be 81 days past due.  We suggested that she could call our office with a Credit Card, or she could overnight a check to us in time for the 5:00 deadline.   We have not heard from her yet.  If she does not contact us with the full payment of $2,921.92, we will have no choice but to turn this over to our attorney for collection on Monday, April 13, 2015.

Thank you for the opportunity to respond to this complaint.  On 01-16-2015, we were hired by this client to remediate a water loss in this home.  Since she...

was now living in [redacted], she gave us her email address so we could send her our Work Authorization form, which she signed and returned to us, and she put a $1000 deposit down with a credit card.  
We promptly went to work on drying out this home and was completely finished in 2.5 days.  We mailed and emailed her a copy of our Invoice dated 01-19-2015 with the reminder that, as stated in the Work Authorization form, our company policy is that “payment is due upon receipt and that any balance over 30 days is subject to interest charges and/or turned over for collection.” 
 
After two weeks, I called the client and asked if she had received payment from her insurance company yet.  She told me she had gotten the checks on Friday, but the mortgage company was also on it, so she had to send it to the mortgage company so they could sign off on it and send it back to her.
 
The client called me on 03-02-2015 and told me that she had to wait for the mortgage company to send her a packet to fill out and return to them with the checks, since they had not been informed that there had been a loss in this home.  I reminded her that her account was now 42 days overdue and that I could start charging interest.
 
I called the client on 03-13-2015 and was told that she had just mailed the packet to the mortgage company a couple of days ago. She said that she would call me as soon as the checks were returned to her, and would put payment to us in the mail right away.  She thanked me for being patient with her.
 
By 03-27-2015 I still had not heard from the client so I called her again.  She said she had not received her checks back from the mortgage company yet.  I told her that it was now 67 days out and that she needed to get proactive about contacting someone to get this done.  I explained to her that it was accruing interest, and we would have to turn it over for collection soon.  She promised that if nothing showed up on Monday she would call them again.
 
On 04-03-2015, after no response from the client, I mailed and emailed her our final notice. She called me and said that she would be in [redacted] today, and asked if we could meet her at her bank so that she could give us her payment. Our technician met her there. She thanked us for being so patient and handed him an envelope and left.  It wasn’t until after she had gone that the technician checked the envelope.  It was $2810.53 short.  He immediately called the client and was told for the first time that this was all the insurance company was going to pay on the claim.
 
At no time did this client ever express any dissatisfaction with any of our services.  At no time during the entire 74 days we had patiently waited “for her check to be returned from the mortgage company” did she ever mention that she had not received the full amount from her insurance company.  We never received any written notice from the insurance company that they were not going to pay the client the full amount for our services.
 
The Work Authorization form that this client signed clearly states: “If payment from any insurance carrier is not sufficient to cover all charges for work performed by [this company], the Client shall remain responsible for any remaining deficiency.”
 
This client should have filed a complaint against her insurance company, and not with us.  Our pricing was fair and reasonable, and our services were performed quickly and efficiently.
 
On 04-08-2015, we mailed and emailed to this client a final Invoice and letter showing the payments that had been made up to this date, and adding interest charges on the amount that was still outstanding.  We also stated that she had until Friday, April 10, 2015 by 5:00 pm to pay this outstanding balance in full or we would have no choice but to turn it over for collection as it would then be 81 days past due.  We suggested that she could call our office with a Credit Card, or she could overnight a check to us in time for the 5:00 deadline. 
 
We have not heard from her yet.  If she does not contact us with the full payment of $2,921.92, we will have no choice but to turn this over to our attorney for collection on Monday, April 13, 2015.