[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] ---Dear Ms. [redacted],Regarding: Complaint ID [redacted], ServPro/Hartke & Associates, Inc., and my dispute over the amount of bill and the service (or lack there of) completed.I have received correspondence from Servpro agreeing to remove the rug delivery charge and to lower the bill to $1100.00. They apologized and stated they would be dealing internally with their customer service issues. I am satisfied with their resolution and sent the signed document back to them. I am now expecting a new invoice from them for $1100.00. which I will pay upon receipt. thank you for your assistance.[redacted]
Good Afternoon,Please understand our goal is always to provide Quality Workmanship and Excellent customer service. Upon reviewing our communication log system I noticed a lot of text messaging logged between our project manager and Mrs. [redacted] based upon customers work schedule. During the project...
time line we worked around the customer's schedule which caused some minor delays during the construction process. We do have noted that change orders were made from the first estimate for other items completed outside the scope of work. We are willing to address any workmanship issue that they feel need attention and also work out a final agreed cost to find closure. Please have Mrs. [redacted] contact [redacted]t @ [redacted]
Good morning, Ms. [redacted], Please see the attached document for our response and resolve of the complaint from Ms. [redacted]. Thank you.---Re: [redacted] (I.D. #[redacted])Ms. [redacted]When we received a call from Ms. [redacted] to perform water mitigation services due to a water...
damage that occurred at her home, she had submitted this claim to her insurance company, [redacted] Ins. Co. At the end of our services, we submitted our estimate that was written per [redacted]’ guidelines which we have agreed pricing with. We were informed by Ms. [redacted]’s adjuster, [redacted], this was not a covered claim and we would need to collect payment from Ms. [redacted] directly. We received the complaint submitted to the Revdex.com by Ms. [redacted] re: billing adjustment. Ms. [redacted] states that she was told by her insurance adjuster that the bill we submitted to them was $1100.00. This was incorrect information. Our original bill was $1291.06. We had to revise this because the rug delivery and cleaning was not on the original which increased the total to $1505.36. At the time the revised estimate was written, we believed we would be delivering the rug. Ms. [redacted] believed her bill increased by $405.36 because of the incorrect total she stated her adjuster gave her when, in reality, it had only increased by $214.30. We contacted Ms. [redacted] today, 10/22/15. We apologized to her for any occurrences that she felt were less than professional and any inconveniences she incurred during our process and let her know that we are taking all of her complaints very seriously and will handle accordingly. We advised Ms. [redacted] that we would remove the rug delivery charge from her bill as her brother picked it up from our warehouse. That decreased her bill by $80.25 bringing it to a new total of $1425.11. We then offered to lower our bill to $1100.00 to match the total to what she said her insurance company told her our bill was. She said she was in agreeance with this and stated she would sign an agreement stating as such so we can move forward with reducing her invoice. Upon the end of the call, Ms. [redacted] was satisfied with the resolve of her dispute. We emailed as well as mailed her a copy of the agreement via [redacted] to sign and return. Thank you,SERVPRO of Northwest Cincinnati
We have talked with Ms. [redacted] and apologized for any confusion or miscommunication regarding the preliminary estimate and believing it was all inclusive of the water mitigation and repairs. That was certainly not our intention at any time during the process. We understand and acknowledge her frustrations. Because of that, we have offered a 50% credit toward her outstanding balance on the water mitigation portion of the bill. She has agreed to this. This credit will be applied immediately and she will receive a revised invoice in the mail.
Ms. [redacted] called our corporate office on 08/01/16 regarding water damage she had in her basement due to excessive rain running in under the garage door . In turn, our corporate office dispatched it to us at 9:08 AM. We called Ms. [redacted] at 10:22 AM to discuss said water damage. At...
that time, due to the amount of rain in the area, our call volume had increased significantly due to the amount of people experiencing floor/water damages in their home. Because of this, we did not have a crew readily available to go to Ms. [redacted]'s home which was explained to her. We offered to send a First Responder to her home that would assess the damages, answer any questions she may have and then report back to us the damage so we could be prepared when a crew became available. Ms. [redacted] agreed to this. The First Responder met with Ms. [redacted] who then signed an authorization for us to begin water mitigation once we were available. We then called her on 08/02/16 at 5:44 PM and let her know that we will be able to start the water mitigation the next day, 08/03/16, at 9:00 AM. Once the crew chief arrived, he was informed that Ms. [redacted]'s ins. co. would not cover the claim so this became a direct pay. The policy for direct pay jobs is to provide an estimate whether it be verbal or written and collect 50% as a deposit. We wrote the water mitigation preliminary estimate for $2261.21. The homeowner paid $1100 as a deposit. The water mitigation estimate included demo (removing wet pad, lift the carpet, detach baseboards, drilling holes in the drywall walls below the baseboard line), extraction, cleaning of the floor, applying an anti-microbial and placing equipment for drying. Repairs are almost never included in the mitigation estimate of a job b/c an estimator needs to go to the home to scope it to be able to accurately determine what repairs need to be made and provide that estimate for approval. We did have the equipment at Ms. [redacted]'s home for 6 days. However, we only charged for 3 days. While Ms. [redacted] believes we caused damage to the home, it is actually standard procedures in the mitigation world to remove the pad, remove the baseboard and install holes. This is a vital part of drying the home our properly. If these measures were not taken, the home would have taken much longer to dry, if at all, or there would have been further damage from it not being dried out in the proper manner. We concluded our dry out services on 09/09/16 and the estimate was revised to $1920.63 to remove items that were not completed that were on the preliminary estimate. Ms. [redacted] did not call into our office to complain; one of our staff members called her on 09/09/16 at 2:50 PM to do a follow-up call to make sure she was happy with all services provided up to that point b/c the mitigation was now complete and then offered to schedule an estimator out to scope the repairs. At that time, Ms. [redacted] became upset because she thought the repairs were included in the initial estimate. We explained to her that her water mitigation estimate had been revised, but it did not include repairs. We explained to her the processes of the different parts of the water damage (dry out/repairs) and she was still upset. We offered to send an estimator out to look at the repairs and provide an accurate estimate. She was not happy but agreed to have an estimator at her home. An estimator was scheduled to be at her home on Monday, 08/15/16, at 9:30 AM to meet with her. She stated if she found someone to do the repairs cheaper than us, she would go with them. The estimate inspected the repairs on 08/15/16 at 9:30 AM and emailed the estimate to the customer the same day. Ms. [redacted] emailed the estimator back at 2:30 PM the same day regarding some questions about the estimate including a time frame in which we can begin repairs. At this time, the repairs portion of the job has not gone into production. We certainly want the customer to be happy and we are flexible in resolving this issue with Ms. [redacted]. We will follow up with Ms. [redacted] to discuss this with her.
Good afternoon. Ms. [redacted] had called our office during the process regarding her complaints. We took her complaints seriously and agreed to compensate her for the broken item as well as the inconvenience of the extra drying days. Our agreement was for $250.00. The check has been issued to Ms....
[redacted]. It was issued and mailed on 08/11/2017. The corresponding check number is [redacted]. Ms. [redacted] should be receiving the check any day. Thank you.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] ---Dear Ms. [redacted],Regarding: Complaint ID [redacted], ServPro/Hartke & Associates, Inc., and my dispute over the amount of bill and the service (or lack there of) completed.I have received correspondence from Servpro agreeing to remove the rug delivery charge and to lower the bill to $1100.00. They apologized and stated they would be dealing internally with their customer service issues. I am satisfied with their resolution and sent the signed document back to them. I am now expecting a new invoice from them for $1100.00. which I will pay upon receipt. thank you for your assistance.[redacted]
Good Afternoon,Please understand our goal is always to provide Quality Workmanship and Excellent customer service. Upon reviewing our communication log system I noticed a lot of text messaging logged between our project manager and Mrs. [redacted] based upon customers work schedule. During the project...
time line we worked around the customer's schedule which caused some minor delays during the construction process. We do have noted that change orders were made from the first estimate for other items completed outside the scope of work. We are willing to address any workmanship issue that they feel need attention and also work out a final agreed cost to find closure. Please have Mrs. [redacted] contact [redacted]t @ [redacted]
Good morning, Ms. [redacted], Please see the attached document for our response and resolve of the complaint from Ms. [redacted]. Thank you.---Re: [redacted] (I.D. #[redacted])Ms. [redacted]When we received a call from Ms. [redacted] to perform water mitigation services due to a water...
damage that occurred at her home, she had submitted this claim to her insurance company, [redacted] Ins. Co. At the end of our services, we submitted our estimate that was written per [redacted]’ guidelines which we have agreed pricing with. We were informed by Ms. [redacted]’s adjuster, [redacted], this was not a covered claim and we would need to collect payment from Ms. [redacted] directly. We received the complaint submitted to the Revdex.com by Ms. [redacted] re: billing adjustment. Ms. [redacted] states that she was told by her insurance adjuster that the bill we submitted to them was $1100.00. This was incorrect information. Our original bill was $1291.06. We had to revise this because the rug delivery and cleaning was not on the original which increased the total to $1505.36. At the time the revised estimate was written, we believed we would be delivering the rug. Ms. [redacted] believed her bill increased by $405.36 because of the incorrect total she stated her adjuster gave her when, in reality, it had only increased by $214.30. We contacted Ms. [redacted] today, 10/22/15. We apologized to her for any occurrences that she felt were less than professional and any inconveniences she incurred during our process and let her know that we are taking all of her complaints very seriously and will handle accordingly. We advised Ms. [redacted] that we would remove the rug delivery charge from her bill as her brother picked it up from our warehouse. That decreased her bill by $80.25 bringing it to a new total of $1425.11. We then offered to lower our bill to $1100.00 to match the total to what she said her insurance company told her our bill was. She said she was in agreeance with this and stated she would sign an agreement stating as such so we can move forward with reducing her invoice. Upon the end of the call, Ms. [redacted] was satisfied with the resolve of her dispute. We emailed as well as mailed her a copy of the agreement via [redacted] to sign and return. Thank you,SERVPRO of Northwest Cincinnati
We have talked with Ms. [redacted] and apologized for any confusion or miscommunication regarding the preliminary estimate and believing it was all inclusive of the water mitigation and repairs. That was certainly not our intention at any time during the process. We understand and acknowledge her frustrations. Because of that, we have offered a 50% credit toward her outstanding balance on the water mitigation portion of the bill. She has agreed to this. This credit will be applied immediately and she will receive a revised invoice in the mail.
Ms. [redacted] called our corporate office on 08/01/16 regarding water damage she had in her basement due to excessive rain running in under the garage door . In turn, our corporate office dispatched it to us at 9:08 AM. We called Ms. [redacted] at 10:22 AM to discuss said water damage. At...
that time, due to the amount of rain in the area, our call volume had increased significantly due to the amount of people experiencing floor/water damages in their home. Because of this, we did not have a crew readily available to go to Ms. [redacted]'s home which was explained to her. We offered to send a First Responder to her home that would assess the damages, answer any questions she may have and then report back to us the damage so we could be prepared when a crew became available. Ms. [redacted] agreed to this. The First Responder met with Ms. [redacted] who then signed an authorization for us to begin water mitigation once we were available. We then called her on 08/02/16 at 5:44 PM and let her know that we will be able to start the water mitigation the next day, 08/03/16, at 9:00 AM. Once the crew chief arrived, he was informed that Ms. [redacted]'s ins. co. would not cover the claim so this became a direct pay. The policy for direct pay jobs is to provide an estimate whether it be verbal or written and collect 50% as a deposit. We wrote the water mitigation preliminary estimate for $2261.21. The homeowner paid $1100 as a deposit. The water mitigation estimate included demo (removing wet pad, lift the carpet, detach baseboards, drilling holes in the drywall walls below the baseboard line), extraction, cleaning of the floor, applying an anti-microbial and placing equipment for drying. Repairs are almost never included in the mitigation estimate of a job b/c an estimator needs to go to the home to scope it to be able to accurately determine what repairs need to be made and provide that estimate for approval. We did have the equipment at Ms. [redacted]'s home for 6 days. However, we only charged for 3 days. While Ms. [redacted] believes we caused damage to the home, it is actually standard procedures in the mitigation world to remove the pad, remove the baseboard and install holes. This is a vital part of drying the home our properly. If these measures were not taken, the home would have taken much longer to dry, if at all, or there would have been further damage from it not being dried out in the proper manner. We concluded our dry out services on 09/09/16 and the estimate was revised to $1920.63 to remove items that were not completed that were on the preliminary estimate. Ms. [redacted] did not call into our office to complain; one of our staff members called her on 09/09/16 at 2:50 PM to do a follow-up call to make sure she was happy with all services provided up to that point b/c the mitigation was now complete and then offered to schedule an estimator out to scope the repairs. At that time, Ms. [redacted] became upset because she thought the repairs were included in the initial estimate. We explained to her that her water mitigation estimate had been revised, but it did not include repairs. We explained to her the processes of the different parts of the water damage (dry out/repairs) and she was still upset. We offered to send an estimator out to look at the repairs and provide an accurate estimate. She was not happy but agreed to have an estimator at her home. An estimator was scheduled to be at her home on Monday, 08/15/16, at 9:30 AM to meet with her. She stated if she found someone to do the repairs cheaper than us, she would go with them. The estimate inspected the repairs on 08/15/16 at 9:30 AM and emailed the estimate to the customer the same day. Ms. [redacted] emailed the estimator back at 2:30 PM the same day regarding some questions about the estimate including a time frame in which we can begin repairs. At this time, the repairs portion of the job has not gone into production. We certainly want the customer to be happy and we are flexible in resolving this issue with Ms. [redacted]. We will follow up with Ms. [redacted] to discuss this with her.
Good afternoon. Ms. [redacted] had called our office during the process regarding her complaints. We took her complaints seriously and agreed to compensate her for the broken item as well as the inconvenience of the extra drying days. Our agreement was for $250.00. The check has been issued to Ms....
[redacted]. It was issued and mailed on 08/11/2017. The corresponding check number is [redacted]. Ms. [redacted] should be receiving the check any day. Thank you.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]