God Speed Cleaning

Feb8,
I received a phone call from my employee in July stating she put *** on the customer's book shelve and it removed the finishImmediately, I sent a picture over to my insurance company and called my represitive that dayI was told by my insurance company this would be
taken care ofI have never had an issue in my seven years before and thought this was going to be an easy claimAbout six weeks went by and *** called to say she had not received paymentI called my insurance and they said within days this would be paidI have emails stating this and so does ***Two weeks went by and she called again
I spoke with my agent and he stated that my insurance company *** *** was bought out by *** *** and the delay was due to internal changes and my claim sat on someone's desk for over a month without being handledI realize this is not ***'s problem; however I was doing everything that I could do to speed this up
I have no problem settling with *** for a fair price now that my insurance company has denied her claimThey told me if I paid her out of pocket before the denial letter my insurance policy would be null and void as far as them making a paymentI advised her of this in email and a phone conversationMy agent also told her I could not settle out of pocket until it was deniedI have emails stating this as wellI don't' feel she is fair in stating I have been unresponsive
I just received a denial letter this weekI don't feel I have been unprofessional at allMy insurance company or I have always answered her numerous emails and phone callsI do understand this has been a long process and was apologetic to *** for the time that has past, but explained to her my hands were tied until the claim was denied
Her husband has left two disturbing messages on my voice mail and has stated he is going to bad mouth my business any chance he gets and tells his mother to cancel her current service with my businessHis mother hired me and paid me*** did not pay for the service or have a contract with me
I have a phone call sent up with *** for Monday Feb 10th and I look forward to getting this resolved*** has stated she does not have a receipt because the item was purchased several years back at a local businessI would like to have someone give a price to refinish itOr what a fair price would be to replace the item
Thank you,

Review: I hired [redacted] (owner of the company) to clean my home monthly. In July 2012, one of her employees who was cleaning my house ruined my wood shelving unit by removing the finish on 6 of the 9 shelves. The employee was kind enough to leave a note stating they were sorry and just to contact [redacted] as she carries insurance and will cover the damages. Since that time, I have had to contact both [redacted] and her insurance company via email, phone, and text messages to try to receive compensation for the damaged property. They have been unresponsive, and are stating that the insurance will not cover the damages, but are trying to appeal, and will not settle otherwise. This has been ongoing since July and every month when they finally do respond after multiple emails or calls, they say they will know by the next week. It is now February 2014, and I am not receiving any responses from the insurance company, and [redacted] is refusing to settle directly with me. It should not be my obligation to communicate with her insurance and I should not have to endure the burden of having to constantly follow-up with no response or resolution. I hired [redacted] for a service, at which time my home was damaged, and would expect to be compensated for the damages. [redacted] has been so unprofessional and unresponsive and has clearly displayed horrible customer service to cause a paying client to be not only burdened with the task of constantly having to contact her insurance for resolution (she should be the one doing that), but also not settling the damages directly with me and leaving me with a loss of a very expensive piece of furniture.Desired Settlement: I would like to be refunded for the cost of the damaged unit, whether through her insurance, or directly from [redacted].

Business

Response:

Feb. 8, 2014

I received a phone call from my employee in July stating she put [redacted] on the customer's book shelve and it removed the finish. Immediately, I sent a picture over to my insurance company and called my represitive that day. I was told by my insurance company this would be taken care of. I have never had an issue in my seven years before and thought this was going to be an easy claim. About six weeks went by and [redacted] called to say she had not received payment. I called my insurance and they said within 10 days this would be paid. I have emails stating this and so does [redacted]. Two weeks went by and she called again.

I spoke with my agent and he stated that my insurance company [redacted] was bought out by [redacted] and the delay was due to internal changes and my claim sat on someone's desk for over a month without being handled. I realize this is not [redacted]'s problem; however I was doing everything that I could do to speed this up.

I have no problem settling with [redacted] for a fair price now that my insurance company has denied her claim. They told me if I paid her out of pocket before the denial letter my insurance policy would be null and void as far as them making a payment. I advised her of this in email and a phone conversation. My agent also told her I could not settle out of pocket until it was denied. I have emails stating this as well. I don't' feel she is fair in stating I have been unresponsive.

I just received a denial letter this week. I don't feel I have been unprofessional at all. My insurance company or I have always answered her numerous emails and phone calls. I do understand this has been a long process and was apologetic to [redacted] for the time that has past, but explained to her my hands were tied until the claim was denied.

Her husband has left two disturbing messages on my voice mail and has stated he is going to bad mouth my business any chance he gets and tells his mother to cancel her current service with my business. His mother hired me and paid me. [redacted] did not pay for the service or have a contract with me.

I have a phone call sent up with [redacted] for Monday Feb 10th 2014 and I look forward to getting this resolved. [redacted] has stated she does not have a receipt because the item was purchased several years back at a local business. I would like to have someone give a price to refinish it. Or what a fair price would be to replace the item.

Thank you,