Lone Star Emergency Water Removal

Once again, the customer has not made any attempt to reach out to usShe now states that she "wants nothing" from our companyHer concerns continue to be with the chargesAs mentioned in our initial response, the insurance company sets all of the pricing per their software, xactimate, which is what we use to bill themThe insurance company provides the pricing, review, and approval of all services rendered to each job that is indicative of the size and means necessary to mitigate the propertyIf there are any discrepancies or concerns, the insurance company rejects the claim, and requests the nessasary revisionsWe made an attempt as a charitable act, which we are not obligated to do, by offering the customer to help them repair their property from the proceeds of the mitigation work that was paid for by the insurance company if enough funding was not availableAnd as mentioned before, the customer still wanted a "discount", because they felt entitled to one because we offered a contribution prior to the discovery of the funding made available by the insurance company which ultimately covered the costs of all of the repairs necessary to the customers property

That is entirely untrueEvery thing that we have requested fixed, was contractedDoes the business deny they were contracted to provide us with a new vanity? Do they deny it was damaged due to their negligence? The same thing with the shower stallThey tried to fix it on Thursday, May and made matters worseDamaged a brand new and under warranty shower head attachment and replaced it with a generic one which voids the warranty on the productLeft a persistent drip which was not detected till a little while after they leftWe sent in e-mail to the business on the following dayWe have no trust in this business to do things right so we have another plumber coming in to fix the issueWe have taken a video of the problem and plan to send it to the business.The glass door was a third party installationThat needs adjustmentThe third party wants us to make the request through Lonestar Emergency Water Removal, hence the request to them. At no stage did we decline to payIn fact, as stated in the original complaint we made good faith payments as soon as was requestedWe were told adjustments would be made to the invoice for the vanitySo far it has not been doneWe also expect the business to deduct the amount that we end up paying the new plumber for not fixing the shower properly.The invoice also shows a $amount not in the initial quote for which no breakdown has been provided despite requested for In fact the invoice clearly states that a breakdown would be provided

Revdex.com:Well I don't appreciate them accusing me of fraud the credit card bills are for charges from this situation such as plumber charges that we charged before receiving money from insurance company we had no credit card debt before that also if anyone was be fraudulent it was this company furthermore we never asked for charity and we paid more to get repairs done than estimate from this company because we used lumber liquidators who are a reputable company who came and gave bid without first wanting to know how much we were getting before making a bid ! Also we my husband I were both told they were overcharging to cover cost of some repairs so who is fraudulent they never would give bid on water clean up and only gave repair bid after I asked at least 5 times they just kept asking how much we were getting and we didn't get a sizable amount we got what it cost to do repairs and pay plumber the covered portion of plumbing repairs and as far as broken boards I was never asked about them being taken only the linoleum and the baseboards and trim were fine before they took them off . I don't want anything from these people but think public should know they better get an estimate and don't discuss their insurance with them they should charge what it costs not what they can get from insurance company

Once again, the customer has not made any attempt to reach out to us. She now states that she "wants nothing" from our company. Her concerns continue to be with the charges. As mentioned in our initial response, the insurance company sets all of the pricing per their software, xactimate, which is what we use to bill them. The insurance company provides the pricing, review, and approval of all services rendered to each job that is indicative of the size and means necessary to mitigate the property. If there are any discrepancies or concerns, the insurance company rejects the claim, and requests the nessasary revisions. We made an attempt as a charitable act, which we are not obligated to do, by offering the customer to help them repair their property from the proceeds of the mitigation work that was paid for by the insurance company if enough funding was not available. And as mentioned before, the customer still wanted a "discount", because they felt entitled to one because we offered a contribution prior to the discovery of the funding made available by the insurance company which ultimately covered the costs of all of the repairs necessary to the customers property.

This complaint is unjustified. We have made every valid effort to remedy the customers concerns. The customer refuses to pay approximately $4,000 owed to us. We have repeatedly made valid efforts to address all of here concerns. She is continuously making false claims stating that we have not met...

our obligation to items that we were NOT contracted for. She has stated that she will not pay us any balances due until she feels comfortable that there will be no lingering issues. It is obvious that her behavior is an atempt to receive services at no cost.

We are very surprised about this complaint as the customer made no attempt to communicate with us. When we first met with Mrs [redacted], we had offered her a charitable contribution for the repairs that needed to be done to her property. Initially the customer was told that there would be no insurance...

coverage offered to them by there insurance company.  They were then told by their insurance company that there would be very limited coverage and assistance in regards to their property damage. We encouraged the customer to get a second opinion from another adjuster, which they did. We informed the customer that if indeed there was not enough coverage to repair her property, that we would offer a charitable contribution due to having "financial issues" according to the customer.After following our advice and getting another insurance adjuster involved, they were awarded MUCH more than expected, enough to cover all costs of mitigating and repairing their property. After they found out how much they were to receive from the insurance company, they still expected a charitable contribution, or at least a discount. When told that the charitable contribution was only if they had not received enough funds to repair their property by their insurance company, the customer then told us that she wanted us to do the repairs at a largely discounted rate or a "Military Discount" so that she could use some of her insurance money to "pay off some of her credit cards". We consider this fraud, as property casualty funds are to be used for repairing the property, not getting yourself out of debt. Also, all of the work that we did at the property and the equipment used was approved by the insurance company as they paid for all of the charges. All charges are directly off of the insurance companies pricing list. The customer is not taking into consideration that all machines left on the property for the purposes of drying are calculated on a daily rate. Prices of which are set fourth by the insurance  companies pricing guide, prices which include allowable "emergency service call" charges, which is allowed. Anymore than one would be rejected by the insurance company. Mitigation companies such as ours are only allowed to charge what the insurance company is willing to pay for. Any discrepancies are noted by the insurance company, and removed. As far as the missing and broken trim and baseboards, the customer was present at any time work was being conducted on their property. Any and all materiel that is deemed damaged, or unsalvageable is discarded. Any discarded items that the customer may have objected to was never mentioned nor brought to our attention until now. Regarding nails left in the demolition areas, the work took a period of days to complete, so the customer is not taking into consideration that the work was not completed the same day that it was initiated. And although we try to remove any and all nails and or screws, some may be over looked do to them being sometimes difficult to see.  In reference to having to "rush home in the middle of eating", from the very beginning Mrs [redacted] informed us that she worked evenings late to early in the morning, and that she would not make herself available until late morning and early afternoons. As such we accommodated her according to her availability.We are deeply saddened that this customer is making this complaint as we are not obligated to offer customers charitable contributions when they fall on hard times, and there are not enough funds made available to do repairs to their damaged property. Mrs [redacted] states that she wants to make sure this "doesn't happen to someone else", and due to her ungrateful behavior, we will have to reconsider before we offer any assistance to someone else in need again any time soon.

This complaint has been rectified and the customer has no further concerns