Harris Carpet Cleaning, L L C

Hired Harris Services to complete a job for water damage to my homeThey broke a very expensive crystal piece after completing the job I told the technician that we would take it off of our bill We paid the vendor $less than the invoice (approximately the cost to replace the vase.)They had nearly four months to recognize and take responsibility for replacing this vaseThey did not take responsibility for the replacing the vase, they admitted to breaking the vase and did not make any effort to replace itAfter and awful encounter with the vendor, I proposed calling it even as we each owed one another $ I was sent an email saying that if I didn't pay the balance they would take legal action for non payment They have failed to resolve my issue and make restitution for property damage all the while threatening to sue me

ADMITTEDLY INEFFICIENT AND PASSES THOSE INEFFICIENCIES ON TO THE CUSTOMER CONCERING COST. Unknown leak and had multiple contractors provide estimates for the investigation of the source. Harris provided us an estimate of $480 for 8hrs of work. What they didn’t outline in their estimate is their disagreement of approach between their Water Specialist and Construction personnel who apparently cannot visit a residence at the same time (maybe they are like Superman/Clark Kent). After 4+ trips of going back and forth between the crews, they FINALLY finish the investigation and proceed to have me pay the $480 bill which I only paid $400 due to a misunderstanding of an equipment charge. They then send me the estimate (almost $6,000) that included work that didn’t need to be done according to insurance, multiple contractors, and what I relayed to them PRIOR to providing an initial estimate. The non-required work accounted for $3,700 of the total estimate. I sent back a negotiation on removing some unnecessary charges and coincidently less than two (2) hours later, I get a BRAND NEW BILL (not an estimate) for $778.23 for the same work I just paid them for! Therefore, they almost TRIPLED my investigation cost because they (from the owner) “spent time discussing what to do back at the office” when the initial person (Brad) that came out the house said what the issue was in the first place! The worse part of this is the temporary fix they did. EVERY contractor that I’ve had come to the house has asked, “Why didn’t they just fix the OSB rotted piece since they had the siding/shutters/gutter off anyways?” Inefficiencies is the answer. Inefficiencies as outlined by their owner Glenn Harris in a sit-down with him. What should have happened is the Water Specialist and construction crew should have been at my house AT THE SAME TIME to remove the trim around door (1st trip), remove dry wall (2nd and 3rd trip), pull back siding (4th trip), and provide temporary fix (4th trip). A possible one day investigation but instead they bounced me back and forth for weeks between the crews. Needless to say, the other quality construction companies are providing proposals considerably below Harris (with LABOR MINIMUMS included) and are well aware of the issues with the project. And as for Harris, they have walked away from the project leaving exposed walls, and a $1,200 bill to have “discussions” on how to find a leak behind the wall. Their company disagreements between the Water Specialist and construction crew are COMPLETELY unprofessional and have caused a lot of time and money to be thrown on me as the customer which absolutely unsatisfactory when it comes to proper customer service. I think they have quality employees, but their leadership and project management skills are not to the level that they advertise. ($480 -> $6500 -> $7300 IN ESTIMATED COSTS for a job that should cost $2,500 or less TOTAL)

Case ID [redacted] Mr [redacted] called our office stating he had a water damage in his basement caused by an a/c leak.  We responded that day and worked with his insurance company from the claim standpoint.   When I invoiced him for our services from which the insurance...

company paid for he informed me at that time that our technician broke a very expensive vase and that he would send payment less the amount $500 for which he felt the vase was worth.  I told Mr [redacted] that this was the first I had heard of this and I would check into it and we would take care of it.  In order take care of it I would need the vase and an estimate/invoice for replacement so that I could reimburse him.   He said that he had already discarded the vase and it didn’t matter if I checked into it he was only going to pay the invoice less $500 any way.  He used words to verbally attack me and I continued to ask him for time for me educate myself on the events of his project so that I could address him better.  He continued to attack me and the company and I ended the conversation with “let me check into this and I will get back to you”.  He accused our company of filing a claim on his behalf which we would never do and cannot do, I also confirmed the insurance adjuster that claim was filed by Mr [redacted] through their call center of which he has a recording.  Mr [redacted] also accused of overcharging and I told him that we work off the pricing that the insurance companies set.  We do not set the prices. I did speak with the technician in questions and he said he immediately informed Mr [redacted] and the response was “don’t worry about it, it’s no big deal”.  He never said he was going to deduct it from the bill.  Before I could respond to Mr [redacted] I received a check in the mail with a note that payment is less $500 for the broken vase. I emailed Mr [redacted] his invoice reflecting his payment and balance and a note on how we need to handle the broken vase.  I have included this email below correspondence below. 10/7/16 email from Beth Harris to Mr [redacted] Mr. [redacted],  If you’d like to make a claim regarding the broken vase I will need the vase and an estimate and/or invoice for the replacement so that I can file a claim with our insurance company.  I’ve attached your invoice reflecting the balance after your payment.  Thank you! ----------------------------------------------------------------------- 10/7/16 email response from Mr [redacted] to Beth Harris Beth,  I know that you like facts so I will be brief.  1.        Justin broke the vase and came to get me to show me the damage on his last day in our home.  I believe July 2nd. 2.           He was very apologetic and contrite.  I told him that it was an expensive piece but we would take it off of our bill.  At that point         he could have said “it doesn’t work that way.” 3.           I have to presume that you have an internal protocol for such matters and that someone at Harris like a Service Manager         would have been notified immediately. 4.           Someone at Harris should have known about this since July 2nd. 5.           I spoke with Mindy prior to labor day because we received checks from our insurance company. I told her about the broken         vase.  She had an opportunity to escalate the matter during our conversation. 6.           She was slated to call me back to discuss on September 17th.  She never called. 7.           We never received a mailed invoice.  I did get your emailed invoice with no mention of the broken vase on the invoice. 8.           At some point this should have been addressed by your organization prior to now.  Four months have passed since the piece         was broken. 9.           You took pictures, readings and measurements all over our house.  Shouldn’t Justin have documented the damage         immediately?  Maybe with a picture? 10.       This vase was admittedly broken by Justin.  We held on to the vase until about 2 weeks ago.  It could not be repaired so we         discarded the vase. It was also a safety concern as my wife cut her leg badly on it. 11.       You can send me an invoice every day if you wish.  However,  you have a responsibility to accommodate us for the damage.         The vase will more than likely cost more to replace as it was about 10 years old. They are hand made and we will never find         another exactly like the one Harris broke.  We can’t provide you with the vase.  All we can provide is a the brand, style and dimensions.  I am really not concerned with your insurance process on your end.  Nor am I interested in waiting any length of time for some sort of reimbursement check.  I believe we are at an impasse. I propose we save one another time, effort and energy and simply move on.   Regards,  Bill [redacted] -------------------------------------------- 10/11/16 email response to Mr [redacted] from Beth Mr [redacted], I will address your points.  1.       Justin was only at the house 1 time (7/12/16) and you were not present but your son was.  He was there to scope the job to put the estimate together. 2.       Jeff was the technician that was on your job from day one checking the equipment.  I have spoken with Jeff about your claim of the broken vase.  He said it was a clear vase with blue Christmas balls in it.  He knocked it off while putting up containment.  He brought it to your attention and you replied that it’s no big deal, don’t worry about.  So Jeff did just that.  3.       We do have protocols for these such things but you’ve stated below in your email that your “not concerned with your insurance process on your end”.  However, this is only the second time in 20 years that we have ever had an incident.  Our protocol is to report to the office, the office contacts the customer inquire about the damages and a decision is made to turn it over to our insurance company as claim.  It is NEVER a decision that the bill be adjusted.  In this situation the technician was told by you “don’t worry about it, it’s no big deal”.    If were a big deal and something that you would have wanted addressed/replaced I would have to think that you would have been more persistent in getting to a solution rather than waiting 2 months to address or follow up on it. 4.       The technician was told by you “don’t worry about it, it’s no big deal”.     5.       You spoke to Mindi on 9/15 and informed her that you were out of town and would call when you return. 6.       You spoke to Mindi on 9/15 and informed her that you were out of town and would call when you return. 7.       The technician was told by you “don’t worry about it, it’s no big deal.  Invoice emailed with detail estimate on 9/29/16 that insurance paid from. 8.       The technician was told by you “don’t worry about it, it’s no big deal.   We first arrived on site 6/28/16 which is just past 3 months time. 9.        I’ve attached the pictures we took at your house.  Again, Justin did not break the vase and the technician was told by you “don’t worry about it, it’s no big deal. 10.   The technician – Jeff (not Justin) was told by you “don’t worry about it, it’s no big deal.  In our conversation last week you told me you just did discard the vase.  You state in this email that only held onto it for 2 weeks. 11.   I will not send you an invoice every day but I will have our attorney contact you for payment.  I think it will be very evident that there are many discrepancies in what you say.  Starting with the fact that you said we filed a claim on your behalf when Indiana Farm Bureau has recording of you calling the claim in and the adjuster has also confirmed your conversations.  Then you claiming that Justin broke the vase when he clearly did not and was only there one day and you told Jeff (who did crack the vase) that it was no big deal.  You further stated on the phone to me that you were there every minute that we were there.  We have documentation that your son was there the majority of the time and you were not present.   I’ve attached your invoice reflecting the balance.  This is the last time I will send the invoice.  If payment is not received by 10/17/16 I will have our attorney contact you.   I would like to address the attack you made on me during our phone conversation on 10/3/16 that we over charged.  Our pricing is set by the insurance companies.  We do NOT set the prices. We use the estimating program that they use.  Furthermore, your insurance company approved the estimate and paid from that estimate.  During that conversation I was doing everything I could to learn about your job and the events that took place but were not willing to give me the time to look into things.  All these conversations are recorded.  I would have been more than happy to compensate you for the vase if you had indicated that that’s what you wanted rather than “don’t worry about, it’s no big deal”.