First Response Restoration, LLC

Initial Business Response / [redacted] (1000, 5, 2015/05/15) */ I want to thank you for the opportunity to answer this allegation First off I would like to say that First Response Restoration does have a customer satisfaction survey signed by Mr [redacted] stated satisfaction in all areasMr [redacted] did receive the bill prior to the insurance company and at that time Mr [redacted] had no issues with the billThe problem arose when his insurance company did not want to pay the full balance due which put Mr [redacted] responsible for outstanding balanceMr [redacted] was informed of this possibility before the job was completed via the signed contract paragraph Attempts were made multiple times to contact Mr***Unfortunately no voice mail was set up on Mr [redacted] phone leaving his father as the alternate contactMr [redacted] father whom at the beginning of this job did agree to have his name put as additional contactDuring the conversation with my bookkeeperMr [redacted] did continue on using foul language and profanity with threats using a loud tone of voice at my bookkeeperShe was unable to respond and chose to hang up due to the profanity and unprofessional-ism used First Response Restoration has had its prices for the last years and has had thousands of checks paid matching our invoices by the insurance companiesWe are a business that does offer emergency services 24/We have thousands of customers that like and would refer us againThen we have our select few that try getting out of paying their bill Regards to the overhead and profit, this was our mistake which we did remove In rebuttal to not being on the insurance companies list: First Response Restoration chose not to be so that we could work for the customer not the insurance company Information sent to the insurance company by fax from First Response Restoration included: Signed contract stating that customer is responsible for all charges not paid by their insurance company Invoice Signed customer satisfaction survey Two pages of daily humidity records per their request Regarding time-cards First Response Restoration will not release employee informationThe insurance company may see time cards at the main officeTime Cards using private employee information is not sent via fax Thank you again for the opportunity to tell the facts of this complaint Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Would like to start off my first responding to the customer satisfaction survey! I did fill this questions or on the surveyThey were doing a good job and had no complaints on that front as that is what this survey was aboutHowever, there are several details missing on this from First Response Restoration on this This survey was given to me while they were still doing the workIt is my fault for not waiting till the work was completed first before filling this outEither way I didn't have an issue with the work that was doneSo I am not sure why First Response Restoration keeps brining that up as it has nothing to do with the bill Once I got the bill I did have a major issue with itSo First Response Restoration saying I didn't is a complete lieAnyone with common sense could tell they grossly overcharged for the work doneI called my insurance company the day I got the bill and they also said the charges were ridiculousThey advise me not to contact First Response Restoration until they got the bill as wellThis never happened until a few weeks later when First Response Restoration contacted me for paymentI told them the insurance company never received the bill from youOnce my insurance company got the bill faxed over a special investigation case was opened immediately on them I never saw a bill or any estimate until the bill came a week or later in the mailOnce First Response Restoration got the approval from my insurance company to go ahead with the work and I assumed an estimate was sent to my insurance or talked over with themI was wrong and should have been more involved with that processVery slick by First Response Restoration I was never informed of being responsible for any outstanding balance on any contact as I never signed any contact with First Response RestorationThey don't have my signature on any sort of contractI am not sure who signed it but it was not me and I NEVER gave anyone approval to sign anything on my behalf First Response Restoration had my phone # but insisted they didn't have itThey kept calling my dad who was only ever there to let them in my houseMy dad had to tell First Response Restoration several times to call me or the insurance companyMy dad was NEVER an alternative contact for anything My insurance company looked at the bill for the work First Response Restoration did, they moved the case to their special investigations unitThe owner and bookkeeper of First Response Restoration had to be told repeatedly by me and my dad to work with the insurance company special investigations unit on thisThe insurance company had to also finally step in and contact First Response Restoration to get them to cooperateThe special investigations unit did all the necessary research and found that the $11,charge was way above that should have been charged for this work$7,is the max it should beI was also informed by the special investigations unit of all the back and forth going onHere are some lies coming from the owner of First Response Restoration First Response Restoration was refusing to remove the overhead and profit initiallySo if it is a mistake why fight my insurance company on that charge? My insurance company can validate this First Response Restoration refused to cooperate with the special investigations unit by not only refusing to send them time cards but refusing to send other information they needed on the fans and length of time used in the homeThe hours worked to do a job like this was a question mark along with the other overchargingThis is why First Response Restoration refuses to cooperate on the time cards I didn't use any profanity when speaking to the bookkeeper which is another lieShe is the one who said she was going to keep calling my dad with harassing phone calls and then go after him for the $1,left on the bill the insurance company refuses to pay and if I don't payShe was totally unprofessional then hung up after saying thatI made the special investigations unit aware of this call and what was said by the First Response Restoration bookkeeper First Response Restoration can hold me responsible for the $1,all they want as I am not going to pay a single penny out of my pocket for what is left on this bill (Neither will my insurance company)And who would, after an investigation was opened up on them where major overcharging was found to have occurred? First Response Restoration were told not only by my insurance and me what the next steps would be if they wanted to purse the differenceWe can go to courtMy insurance has not only told me but also told the owner of First Response Restoration that if this goes to court my insurance company will represent me and bring all their evidence from the investigation to courtThe insurance paid $7,of the bill and that is the way it will stay I am also still looking for First Response Restoration license information on the Minnesota DEPT of Commerce to file an official complaint with them as wellI am not going to sit back and do nothing with companies like this aroundMy insurance checked today and nothing has been filed yet to take this to court I will like to thank the Revdex.com for allowing me to file this complaint and to warn others from using these guysThanks! Final Business Response / [redacted] (4000, 9, 2015/05/29) */ I don't know what [redacted] wants out of me? I did agree after negotiations with his Insurance CompanyI am not going after [redacted] for any monies,this was settled and closet out already

Initial Business Response /* (1000, 5, 2015/05/15) */
I want to thank you for the opportunity to answer this false allegation.
First off I would like to say that First Response Restoration does have a customer satisfaction survey signed by Mr [redacted] stated satisfaction in all areas. Mr. [redacted] did...

receive the bill prior to the insurance company and at that time Mr. [redacted] had no issues with the bill. The problem arose when his insurance company did not want to pay the full balance due which put Mr. [redacted] responsible for outstanding balance. Mr. [redacted] was informed of this possibility before the job was completed via the signed contract paragraph 2. Attempts were made multiple times to contact Mr. [redacted]. Unfortunately no voice mail was set up on Mr [redacted] phone leaving his father as the alternate contact. Mr [redacted] father whom at the beginning of this job did agree to have his name put as additional contact. During the conversation with my bookkeeper. Mr. [redacted] did continue on using foul language and profanity with threats using a loud tone of voice at my bookkeeper. She was unable to respond and chose to hang up due to the profanity and unprofessional-ism used.
First Response Restoration has had its prices for the last 10 years and has had thousands of checks paid matching our invoices by the insurance companies. We are a business that does offer emergency services 24/7. We have thousands of customers that like and would refer us again. Then we have our select few that try getting out of paying their bill.
Regards to the overhead and profit, this was our mistake which we did remove.
In rebuttal to not being on the insurance companies list: First Response Restoration chose not to be so that we could work for the customer not the insurance company.
Information sent to the insurance company by fax from First Response Restoration included:
1. Signed contract stating that customer is responsible for all charges not paid by their insurance company
2. Invoice
3. Signed customer satisfaction survey.
4. Two pages of daily humidity records per their request.
Regarding time-cards First Response Restoration will not release employee information. The insurance company may see time cards at the main office. Time Cards using private employee information is not sent via fax.
Thank you again for the opportunity to tell the facts of this complaint.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Would like to start off my first responding to the customer satisfaction survey! I did fill this 5 questions or on the survey. They were doing a good job and had no complaints on that front as that is what this survey was about. However, there are several details missing on this from First Response Restoration on this.
1. This survey was given to me while they were still doing the work. It is my fault for not waiting till the work was completed first before filling this out. Either way I didn't have an issue with the work that was done. So I am not sure why First Response Restoration keeps brining that up as it has nothing to do with the bill.
2. Once I got the bill I did have a major issue with it. So First Response Restoration saying I didn't is a complete lie. Anyone with common sense could tell they grossly overcharged for the work done. I called my insurance company the day I got the bill and they also said the charges were ridiculous. They advise me not to contact First Response Restoration until they got the bill as well. This never happened until a few weeks later when First Response Restoration contacted me for payment. I told them the insurance company never received the bill from you. Once my insurance company got the bill faxed over a special investigation case was opened immediately on them.
3. I never saw a bill or any estimate until the bill came a week or 2 later in the mail. Once First Response Restoration got the approval from my insurance company to go ahead with the work and I assumed an estimate was sent to my insurance or talked over with them. I was wrong and should have been more involved with that process. Very slick by First Response Restoration
4. I was never informed of being responsible for any outstanding balance on any contact as I never signed any contact with First Response Restoration. They don't have my signature on any sort of contract. I am not sure who signed it but it was not me and I NEVER gave anyone approval to sign anything on my behalf.
5. First Response Restoration had my phone # but insisted they didn't have it. They kept calling my dad who was only ever there to let them in my house. My dad had to tell First Response Restoration several times to call me or the insurance company. My dad was NEVER an alternative contact for anything.
My insurance company looked at the bill for the work First Response Restoration did, they moved the case to their special investigations unit. The owner and bookkeeper of First Response Restoration had to be told repeatedly by me and my dad to work with the insurance company special investigations unit on this. The insurance company had to also finally step in and contact First Response Restoration to get them to cooperate. The special investigations unit did all the necessary research and found that the $11,409.63 charge was way above that should have been charged for this work. $7,500.48 is the max it should be. I was also informed by the special investigations unit of all the back and forth going on. Here are some lies coming from the owner of First Response Restoration
1. First Response Restoration was refusing to remove the overhead and profit initially. So if it is a mistake why fight my insurance company on that charge? My insurance company can validate this
2. First Response Restoration refused to cooperate with the special investigations unit by not only refusing to send them time cards but refusing to send other information they needed on the fans and length of time used in the home. The hours worked to do a job like this was a question mark along with the other overcharging. This is why First Response Restoration refuses to cooperate on the time cards.
3. I didn't use any profanity when speaking to the bookkeeper which is another lie. She is the one who said she was going to keep calling my dad with harassing phone calls and then go after him for the $1,950.50 left on the bill the insurance company refuses to pay and if I don't pay. She was totally unprofessional then hung up after saying that. I made the special investigations unit aware of this call and what was said by the First Response Restoration bookkeeper.
First Response Restoration can hold me responsible for the $1,950.50 all they want as I am not going to pay a single penny out of my pocket for what is left on this bill (Neither will my insurance company). And who would, after an investigation was opened up on them where major overcharging was found to have occurred? First Response Restoration were told not only by my insurance and me what the next steps would be if they wanted to purse the difference. We can go to court. My insurance has not only told me but also told the owner of First Response Restoration that if this goes to court my insurance company will represent me and bring all their evidence from the investigation to court. The insurance paid $7,500.48 of the bill and that is the way it will stay.
I am also still looking for First Response Restoration license information on the Minnesota DEPT of Commerce to file an official complaint with them as well. I am not going to sit back and do nothing with companies like this around. My insurance checked today and nothing has been filed yet to take this to court.
I will like to thank the Revdex.com for allowing me to file this complaint and to warn others from using these guys. Thanks!
Final Business Response /* (4000, 9, 2015/05/29) */
I don't know what [redacted] wants out of me? I did agree after negotiations with his Insurance Company. I am not going after [redacted] for any monies,this was settled and closet out already.