Disaster Services of Environmental Specialist, LLC

I would like to begin by saying that I am sorry that we are unable to resolve [redacted] complaintI would also like to say that as far as Gary giving her an estimate over the phone,it still would have been just that,an estimate.No one can give an accurate price without seeing the job first.Also,there were several of the same type of companies as ours on the same block as hersShe could have talked to any of them and got another estimate before going with us.However,she chose not to [redacted] also sent a dispute to the credit card company that she paid us with,trying to get the charges reversed.We sent our response to them and they agreed that it is a legitimate charge.) feel that at this time that there is no resolution to this unfortunate situation [redacted] [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 I am totally disapointed that this company has not made an effort to resolve this complaint! [redacted] statement that Gary's estimate of $2,800, was just that, an estimateThere is such discreapancies between $2,and $7, that I don't know how [redacted] can justify itIt's price gouching at it's bestHis statement that I could have talked to any of the other restoration companies on my street is a good suggestion after the factI which I would have been more level headed and didn't have to deal with this issue also [redacted] has reopened the case after I provided the correspondence related to my claim with the Revdex.com Regards, [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 The business gave an estimate as admitted by them in both the emails and the response to the Revdex.com to the complaint There are rules associated with giving estimates which they violated It is not relevant as to the software they use to determine the cost of service because the expert is supposed to be able to come to a reasonable estimate The billing was more than $over the estimate According to their response the payment by us should have been what we felt was a reasonable amount based on their estimate This is not a resolution to the complaint A follow through on this complaint will be made should there be no resolution within the next days.Regards, [redacted]

Business provided Revdex.com a refund check, payable to [redacted] , in the amount of $in resolution of this matter

In response to the co plaint, the complaint asked for an estimate. I issued an estimate and she didn't like the price and then asked for me to change the scope of work and do another estimate. She insisted that I get it back to her that day. I explained that I was busy with other jobs and would get... it to her later that evening. She then proceeded to call me continuously. Until I resent it. She did not like the timeframe that it took to get it to her and then had her son in law call me. He then asked me to change the scope of work again and write out a third estimate. As I have to use a program called [redacted] to do this it is not a 5 minute process. I have spent more than 3 hours adjusting estimates . Before I could get the 3rd estimate sent out she contacted the BBB and complained. I feel like my time is worth something and I only charged $49.00 for the estimate, however had to do 3 of them. If it will resolve the dispute I will more than happily refund the $49.00 to her. She also called her social worker and had her contact me also. I feel like I have done everything that I can to make her happy.

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
The first sentence of ***’s reply is a lieI was
contacted by Gary Keller, who introduced himself as owner of Disaster Service,
who stated that his company was called in to assist with the clean up of the
flooding my community experiencedHe told me that his company would work
directly with my insurance company if I had coverageHe advised me to check my
policy and call him backI did have a $rider and called him back with
that informationHe told me, based on the information I gave him (1/of the
basement was carpeted and the rest had tile, and the size of my house) he told
me probably around $2,I even jotted that number on a notepad
I was told they would be at my house between 12-2PMThey
arrived at 5PM*** proceeded to measure the basement and tell me that it
would cost $to remove contaminated items, cut out drywall, remove the
carpet and disinfect the basementI was in shockI told him what Gary had
told me*** walked outside, came back and told me Gary never said thatI
was too distraught to think straight and told him to go aheadI did not receive
a written estimate or anything in writing
I did not know that there was contaminated water in the
plastic boxes that were piled on top of the pool table, I did not know there
was wet, contaminated cloth in the dryer, I did not know there was wet,
contaminated cloth in the bottom drawer of the chest until I checked them
days later because it smelled musty even so the fans and dehumidifier were running day and
night If *** used a moisture meter,
should he not have known about that?
In reference to the stageIt was a 5inch high high build
in platform at one end of the basement that had a queen size mattress on top
The mattress had to be thrown out due to water contaminationThe platform was
hollow and *** had told me in the beginning that it had to be removedWhen
he and his crew left the first day, it was 10PM at night and he told me his
crew was tired and he would come back to finish the work and pick up the equipment. When they returned, they wanted to pick up
the equipment without removing the rest of the drywall and the platformThere
was water under the platform and water in the insulation behind the drywall
There was contaminated water in the lower build in cabinetsI did tell ***
about the wet boxes, drawers and cloth in the dryerHe did not respond
I did sent him en e-mail hoping to resolve the issue,
however, his response was to sent a crew, which, at this point is useless
I feel the company has been unethical and took advantage
of my situationBesides doing a poor job, they prize gouged meI talked to
neighbors who have the same size basements, fully finished, (only 1-of mine
had drywall/carpet removed) and NOBODY paid
anywhere near what I did
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

My company was called for water damage to this addressUpon arrival I assessed the situation and gave the customer an ESTIMATE for the mitigationI use a program called *** for all my billingIt does not matter about someone’s age or the situation they are inThis program is industry
standard for insurance claims I do not set the price that I charge, the insurance program doesAs far as discussing the situation with the homeowner, as they themselves stated, I left several messages for them and they never returned my callsThey instead payed my full bill and then requested part of it backI apologize for the fact that my estimate was lower than the actual bill, but there was also pergo flooring that was needing to be removed that was not even considered in the original ESTIMATE

In response to your letter I want to start with saying that we dont give prices over the phone.We have no way of knowing the condition of the affected ares until we arrive
When I arrived at *** home I gave her an estimate in which she stated she could not affordI told her I was sorry and
proceeded to leaveShe then said go ahead and do itMy crew went in her basement and removed various items such as
carpet,drywall,damaged items that customer didnt want to save.lt is not up to us what personal items the homeowner keeps or disposes ofWe can only make suggestions.lf they choose to keep affected items,it is the homeowners responsibility to clean them
We try to keep the home as intact as possible.We use moisture meters to determine if something needs to be removedIf drywall was left behind it is only because the moisture content wasnt high enough to warrrant removal.We also use various chemicals in our line of work.Sometimes we use any spray bottle available to us to apply these chemicals
After cleaning the area,we set drying equipment for at least three days.When we returned to *** home to pick up the equipment,she stated she would like the stage removed.My crew did this and then recleaned the basement and did a second bioscrub.This meant leaving the equipment for another three days*** stated she would not be available then so we made a special trip back from *** to pick up equipment at her convienienceI spoke with *** that day and did a couple of little items she wanted taken care of.At this point she never stated she had ba problem.This was a week after her job was completed
A couple of weeks later we received an email from her stating how displeased she wasI immediately responded back stating how disapointed I was in her dissatisfactionI offered at this time to send a crew down to her to rectify the situation.She never responded back.We then received the letter from you
I feel that we have done our job as promised and have done everything we can to make the customer satisfied
Please feel free to contact me if you have any other questions
Thank you
*** Perkins

Customer called and stated she was satisfied with the resolution and the refund can be sent to her directly.

I would like to begin by saying that I am sorry that we are unable to resolve [redacted] complaint. I would also like to say that as far as Gary giving her an estimate over the phone,it still would have been just that,an estimate.No one can give an accurate price without seeing the job first.Also,there were several of the same type of companies as ours on the same block as hers. She could have talked to any of them and got another estimate before going with us.However,she chose not to.
[redacted] also sent a dispute to the credit card company that she paid us with,trying to get the charges reversed.We sent our response to them and they agreed that it is a legitimate charge.) feel that at this time that there is no resolution to this unfortunate situation.
[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.
I am totally disapointed that this company has not made an effort to resolve this complaint! [redacted] statement that Gary's estimate of $2,800, was just that, an estimate. There is such discreapancies between $2,800 and $7,500  that I don't know how [redacted] can justify it. It's price gouching at it's best. His statement that I could have talked to any of the other restoration companies on my street is a good suggestion after the fact. I which I would have been more level headed and didn't have to deal with this issue also.
[redacted] has reopened the case after I provided the correspondence related to my claim with the Revdex.com.
Regards,
[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]---Hi [redacted] –It was good speaking with you over the phone. As I explained, I got involved with this situation as a social worker for Mrs. [redacted] on 7/7/17 when I left my first message for Vaughn. Mrs. [redacted] was under the impression that when she requested an estimate from Vaughn that there would be no charge. She was however, charged $49. Vaughn stated that he did tell her up front that there would be a charge for the estimate. I told him that perhaps there was a language barrier as English is not Mrs. [redacted]’s first language and that Mrs. [redacted] has a very limited income as a senior citizen. I asked if he would please reconsider and refund her money or at least half. He told me he would need to consult with his partner. When I spoke with him again he told me he was upset that Mrs. [redacted]’s grandson in the meantime had contacted the Revdex.com. He felt he had a great rating with the Revdex.com and that this would not look good on his profile. He agreed that if Mrs. [redacted] removed her complaint then he would refund her money.In the interim I spoke with [redacted] from the Revdex.com about the process and was informed that a complaint cannot be removed but can be marked as resolved. I told this to Vaughn which you can see in the email below. He agreed to send out the check but then called me again and left a message on my voicemail on July 20th @ 10:24 am asking me to give him a call. I spoke with him on 7/21 and he said he is mailing the check that day. We agreed it would be sent to me and that I would personally give it to Mrs. [redacted]. Mrs. [redacted] would then deposit it and I would help her contact the Revdex.com to mark her complaint as resolved. When it was already 8/2 (I was out of the office for a few days) I checked my box and did not find a check. I contacted Vaughn that morning and he said he didn’t know and that the check had gone out. He said he would contact his bank to stop payment and just send the check directly to Mrs. [redacted]. Mrs. [redacted] has not received a check and that is why I am appealing to the Revdex.com to intervene with this matter.Please let me know if you have any questions. Thank you so much for your help with this matter.-          [redacted], MSW, LSWSocial Worker[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.
The business gave an estimate as admitted by them in both the emails and the response to the Revdex.com to the complaint.  There are rules associated with giving estimates which they violated.  It is not relevant as to the software they use to determine the cost of service because the expert is supposed to be able to come to a reasonable estimate.  The billing was more than $900 over the estimate.  According to their response the payment by us should have been what we felt was a reasonable amount based on their estimate.  This is not a resolution to the complaint.  A follow through on this complaint will be made should there be no resolution within the next 20 days.Regards,
[redacted]

To whom it may concern,   My company was working in the Louisville area due to flooding. We recieved a call from the complainant about her house being flooded. I went that day to look at the home. The entire basement,first floor and detached garage had been flooded. Customer stated...

that she had insurance to cover it. I explained to her that all we would need to collect from her was her deductible which was $1000.00. I told her that the entire job would be around $20,000. She signed my work authorization form and I informed her I would have a crew there the following morning.We were there a total of 3 days packing out her entire house into a uhaul truck, cleaning all contents from garage and basement,and setting drying equipment. I informed the homeowner that her subfloor needed to be removed due to water damage but they did not want that done. I also informed them that the water heater in the basement was leaking badly and would need to be repaired or I could not properly dry out the home. We returned a few days later and the water heater was still leaking. That day she asked us to remove our drying equipment because she didnt want the bill to get any higher. I informed her that this was a bad idea as the basement was still wet. However she still wanted it removed.The mold that she has growing is a result of neglect in repairing the water heater and allowing the wet subfloor to remain.I can only suggest to a homeowner what needs to be done, I cannot force them to do it.I had 5 to 6 guys there up to 12 hours per day, plus the charge for my drying equipment.We loaded her uhaul 3 times with contents from her home. I use an insurance program called [redacted] for my pricing which is the insurance standard. Please let me know if you have any other questions. Thank yoy!-- [redacted]Disaster Services###-###-####

In response to the co plaint, the complaint asked for an estimate. I issued an estimate and she didn't like the price and then asked for me to change the scope of work and do another estimate. She insisted that I get it back to her that day. I explained that I was busy with other jobs and would get...

it to her later that evening. She then proceeded to call me continuously. Until I resent it. She did not like the timeframe that it took to get it to her and then had her son in law call me. He then asked me to change the scope of work again and write out a third estimate. As I have to use a program called [redacted] to do this it is not a 5 minute process. I have spent more than 3 hours adjusting estimates . Before I could get the 3rd estimate sent out she contacted the Revdex.com and complained. I feel like my time is worth something and I only charged $49.00 for the estimate, however had to do 3 of them. If it will resolve the dispute I will more than happily refund the $49.00 to her. She also called her social worker and had her contact me also. I feel like I have done everything that I can to make her happy.

Business provided Revdex.com a refund check, payable to [redacted], in the amount of $49.00 in resolution of this matter.