Done Right Carpet & Restoration, Inc.

Initial Business Response /* (1000, 5, 2014/07/16) */
[redacted]response has been scanned in and converted to text below (full version is available using the online system)
This letter is in regards to the file complaint XXXXXXXX. [redacted] is the home owner of the property that Done...

Right Carpets and Restoration Inc. performed emergency dry out mitigation for. There was an adjustment of the invoice after discussing the job with the estimator, the mistake was adjusted and a new invoice was re-submitted to the home owners. All pricing are within insurance industries guidelines. Insurer found out after the fact the mitigation was completed is not covered under the home owner's primary policy.
After several failed attempts and no return phone call back to the office. I, [redacted] owner of Done Right Carpets and Restoration inc, had stopped in at the residence to speak with the owners directly. politely ask a family member or family member to notify Mr. [redacted] that l was on the premise for an outstanding debt that is over 30 days old. Mr. [redacted] has signed the authorization and the completion of our mitigation contract to satisfactory.
I, [redacted] request Mr. [redacted] to pay the sum of $2,366.06 for the emergency service provided on June 1st 2014 and completion of mitigation on June 4th 2014.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In [redacted]'s response he doesn't address the discrepancies, 1)The number of rental equipment we were charged for is incorrect,We had five (5) turbo air movers, he charged for six (6). 2) He charged for a "heavy " application of antiimicrobial spray, the carpet was removed, we are not sure what or where he sprayed. We did not see any application of such product and more importantly, I have a serious respiratory condition that is greatly affected by chemicals, scents and airasols therefore I certainly would have noticed and would have left the area for at least 1 hour, this from past experience exposure to sprayed chemicals. We are sure he did not apply any such product. We are sure that the number of turbo air movers is as we reported.
3)On Wednesday,June 4th [redacted] came to pick up the equipment with his wife and child at about noon, at which time he asked to be paid the dedcutible from our insurance,he stated according to the declaration page that I showed him the night they first came on June 1st, he should be paid the $1000.00 and the insurance will be billed thru his company for the balance owed. We stated that we wanted to wait to hear from the Insurance adjuster Lindsay & Cunningham, they had been out that morning and assessed the area but we were waiting to get the report from Auto Owners our insurance carrier. 4) On Thursday at about 11:00am [redacted] came to pick up the eguipment, he asked where the equipment was and we stated that it had been picked up the previous day by [redacted], he seem puzzled as he reported he was told to get the equipment that day, very confusing. 5) We were never told that there was a $200.00 emergency call charge and we didn't recieve any type of cost estimate to remove the carpet and padding or the cost of equipment rental. The cost of $552.30 for carpet removal for an area of 15x17 feet seems excessively high. The additional cost of $150.00 to pick up his equipment seems over the top. When talking with co-workers who also had the same flood issues were very shocked at what we were charged and the many discrepancies we had on the statement/billing. The cost to haul away the carpet was three (3) times the amount we would have been charged by our trash hauler.
The cost to replace the carpet is much less then the amount we were charged to have it removed, his sevice cost is twice the amount to replace the carpet to this area. Had we been given the estimate cost of his services we would have not used his company. He stated when I contacted him him that he was in the area working at other homes that also were flooded.
[redacted] left a very long voice mail on our phone today explaining his actions on the day he stopped, stating he was attempting to collect the money owed on our bill, and that he was on the way to Stillwater to go boating with his family. On the actual day he stopped his whole attitude and persona was of a very much different person, he told us on that day he stopped that he was trying to collect from two (2) other people that owed for the same time, one for $7500.00 and one for $9000.00. We didn't need to hear his business, it was a holiday weekend , he could tell from the number of cars in the driveway that we had company, he then stated loud enough for all present to hear that if we don't pay him he will put a lien on the property. At which time [redacted] was trying to tell him about the discrepancies in the bill, no comment from regarding that he just repeated that he wanted his money. When we were given the first bill via Email, I did tell [redacted] the areas of concern and he stated they would look at the bill. The charges are incorrect and we will not pay for incorrect billing. We feel very strongly that the bill is very inflated, many homes were flooded and none that I have talked with were charged anywhere close to our amount. Thank you, [redacted] and [redacted]
Final Business Response /* (4000, 9, 2014/07/17) */
I did tell home owner if covered are bill is more than a 1000.00 dollar deductble that night we were called there, asked them to pay deductible they replied they could not pay at the time did not have the money to pay. we would if billed insurance if covered custmer as noted found out not covered. if custmer wants to pay bill we are willing 2 remove $ 200.00 off bill, again after normal buissness hours insurance pays a service call always will remove as for equiptment cheaper to rent yes a homeowner would need to go to rental place and pick up air movers with there vehicle and dehumidifers again there time gas set up and drive back also we mouisture checked walls with a extech meter they forgot to mention they dont rent wall meters they could purchase one for $500.00 to read wet drywall but when we picked up drying equiptment deywall was dry no longer 100% wet. we are willing to give [redacted] $200.00 off bill and do the correct thing and pay a bill.

Initial Business Response /* (1000, 5, 2014/08/20) */
I am sending [redacted] another revised invoice which we are removing necessary drying equiptment off bill equiptment was discussed with husband when extracted area 1st night there was nothing that night mention not to attempt to dry basement however...

sending bill which reflects no charges for dehu and airmovers from june 1st to june 6th on site. we removed another trip charge and wAter extraction. for ther dirt driveway which was saturated with wAter And grass we drive a 1 ton van with equiptment in it if a van wheel made mark on grass or dirt nothing we could do there front yard was a pond whole neighboorhood had standing water. we provided service over and beyond I am giving miss [redacted] benefit of situation that why removed equiptment which was working and was needed. we ask her to pay bill which is much over due. we are mailing her a copy