Initial Business Response /* (1000, 5, 2015/09/25) */
Contact Name and Title: Joe *** Operations M
Contact Phone: XXX)XXX-XXXX
Contact Email: ***@cioccas.com
Ciocca Cleaning & Restoration was contracted by the customer to complete repairs at her residential property that was related
to a water lossCiocca Representative completed a repair estimate, and was approved by the insureds insurance companyA check was issued to the insured from her insurance company to complete the repairsThe estimate amount that the insured was paid totaled $10,There was an initial estimate that was submitted to detach and reset the furnace and water heater that was revised by the insurance companyThere was a delay on starting the repairs due to management change in our organizationWe completed the repairs on 8/1/The insured at that time, signed a certificate of satisfaction document, stating that all work was completed satisfactoryThe document also stated that payment would be paid in fullWe received a payment from the insured in the amount of $7,102.69, leaving a balance on the account in the sum of $We have made several attempts to the insured, to collect the outstanding balance that was paid to her by the insurance companyWe were only made aware of the disputes, when we received the complaintI will fax the estimate detailed list of all services provided, along with the signed completion of satisfactionBecause there was an initial delay on starting the repairs, we attempted to make contact with the insured, to waive the outstanding balance of $We offered to take care of the outstanding balance through various voice mails, and text messages
OFFER:
Initial Consumer Rebuttal /* (3000, 12, 2015/10/20) */
***- (please see the attachment for a time line, with the start of the complaint)
This is a letter that I wrote to my adjuster, and him and the insurance company told me that I should had fired Ciocca with the water, and mold, and the time it took for any actionWhen trying to get that around on a phone call to Eric after this email he said that if they did get fired because they were there for about 4-hours then he is not sure how or how it would billHe was to get back with meShortly after that, Chris, the owner agreed to meet and apologized and said a new guy would be out to helpPete, the new manager, came out to supervise, he was very pushy
I have never dealt with anything like this beforeHe explained to keep the work moving I needed to sign the agreement to pay, and put down a payment, which I didLooking at the 8/1/paper that they sent looks like the same paperwork, agreement to sign/and satifacationPete, came through late August to make sure if was all rightThe sink plumbing wasn't, he said he could fix it, but he didn't know howI just recently had to have it done again the correct way because he didn't have a valve holding the pipes together which resulted in an overflow, and the bottom of the water heater to rust away, which was just replacedThere also many other things he promised to finish up on, but later they were droppedThen late December I get a picture msg and a short, I got the door knob to fix it now
We then talked briefly, I explained again the amount of work vsbill, and lack of work, electric is still not correct
He said he would check on itThis went on and on, and then in August, he text messaged me and said, "We'll drop some of the bill, you had better call me back if you want this done." Very threatening and rude
I have been billed about different times, all different amounts, and issues with the billingI have called and asked many times to speak or get a hold of Chris to resolve, and Pete refused
I have many pictures, I will try to send them email next, also those text messagesI'm not sure who Joe is from that company, I would have been happy to talk to anyone but Pete
Pete wasn't there from the beginning, he really didn't understand what looked wrong in the last walk throughHe did make a lot of notes what still needed fixed thoughSo, I feel this job is incomplete and honestly, I'm worried about the electrical and the safety with my family here
Thank you for your time ***-
Michelle ***
On Monday, June 30, XXXX XX:XX AM, Michelle *** wrote:
Erick-
Please see the attached letter with info about what we talked about on Friday
Thank you!
***
Final Business Response /* (4000, 14, 2015/10/30) */
Contact Name and Title: Joe *** Operations M
Operations Manager, for Ciocca Cleaning and restorationI have attempted several times to contact the customer to resolve issues that have occurred at her property from the work that was completedThere is an outstanding balance on the account in the amount of $We are willing to waive that amount because of the communication issues and customer concerns of workmanship; if the insured is willing to sign a release documentThe customer has requested a refund of $We are willing to go above and beyond with the customer's request to waive the balance due for work completedWe believe that refunding the insured an additional $on top of the balance due to us is unreasonableThat would be a total discount of $Ciocca Cleaning & Restoration is committed to provide quality workmanship, and customer satisfactionWe apologize for any inconvenience that we have caused, and hopefully our offer will be accepted as a reasonable resolution
Respectfully,
Joe ***
Ciocca Cleaning & Restoration
OFFER:
Final Consumer Response /* (4200, 16, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except for a number of reasons1) when I gave Pete that payment, I asked him to hold it, stating that I'm sure the work did not total thatHe stated he would, then hrs later said oops, it's bank day you will get a refund if you over paid2) I have received 4-different bills where they are fudging the numbers to get their totals, which work they state was not even done on the invoiceBilling for items never doneThey triple billed certain itemsWhen I questioned this, Pete explained that's why we don't provide itemized bills to customers3) Joe has never tried to contact me, he left that to Pete which he wanted to argue and become harassing to the point that upset me4) There is still a huge dollar amount of work left incomplete or completed dangerous and not up to code electrical units, door handle, flooringI truly do not feel I am asking too much for how my house was leftThank you for your time
Initial Business Response /* (1000, 5, 2015/09/25) */
Contact Name and Title: Joe *** Operations M
Contact Phone: XXX)XXX-XXXX
Contact Email: ***@cioccas.com
Ciocca Cleaning & Restoration was contracted by the customer to complete repairs at her residential property that was related
to a water lossCiocca Representative completed a repair estimate, and was approved by the insureds insurance companyA check was issued to the insured from her insurance company to complete the repairsThe estimate amount that the insured was paid totaled $10,There was an initial estimate that was submitted to detach and reset the furnace and water heater that was revised by the insurance companyThere was a delay on starting the repairs due to management change in our organizationWe completed the repairs on 8/1/The insured at that time, signed a certificate of satisfaction document, stating that all work was completed satisfactoryThe document also stated that payment would be paid in fullWe received a payment from the insured in the amount of $7,102.69, leaving a balance on the account in the sum of $We have made several attempts to the insured, to collect the outstanding balance that was paid to her by the insurance companyWe were only made aware of the disputes, when we received the complaintI will fax the estimate detailed list of all services provided, along with the signed completion of satisfactionBecause there was an initial delay on starting the repairs, we attempted to make contact with the insured, to waive the outstanding balance of $We offered to take care of the outstanding balance through various voice mails, and text messages
OFFER:
Initial Consumer Rebuttal /* (3000, 12, 2015/10/20) */
***- (please see the attachment for a time line, with the start of the complaint)
This is a letter that I wrote to my adjuster, and him and the insurance company told me that I should had fired Ciocca with the water, and mold, and the time it took for any actionWhen trying to get that around on a phone call to Eric after this email he said that if they did get fired because they were there for about 4-hours then he is not sure how or how it would billHe was to get back with meShortly after that, Chris, the owner agreed to meet and apologized and said a new guy would be out to helpPete, the new manager, came out to supervise, he was very pushy
I have never dealt with anything like this beforeHe explained to keep the work moving I needed to sign the agreement to pay, and put down a payment, which I didLooking at the 8/1/paper that they sent looks like the same paperwork, agreement to sign/and satifacationPete, came through late August to make sure if was all rightThe sink plumbing wasn't, he said he could fix it, but he didn't know howI just recently had to have it done again the correct way because he didn't have a valve holding the pipes together which resulted in an overflow, and the bottom of the water heater to rust away, which was just replacedThere also many other things he promised to finish up on, but later they were droppedThen late December I get a picture msg and a short, I got the door knob to fix it now
We then talked briefly, I explained again the amount of work vsbill, and lack of work, electric is still not correct
He said he would check on itThis went on and on, and then in August, he text messaged me and said, "We'll drop some of the bill, you had better call me back if you want this done." Very threatening and rude
I have been billed about different times, all different amounts, and issues with the billingI have called and asked many times to speak or get a hold of Chris to resolve, and Pete refused
I have many pictures, I will try to send them email next, also those text messagesI'm not sure who Joe is from that company, I would have been happy to talk to anyone but Pete
Pete wasn't there from the beginning, he really didn't understand what looked wrong in the last walk throughHe did make a lot of notes what still needed fixed thoughSo, I feel this job is incomplete and honestly, I'm worried about the electrical and the safety with my family here
Thank you for your time ***-
Michelle ***
On Monday, June 30, XXXX XX:XX AM, Michelle *** wrote:
Erick-
Please see the attached letter with info about what we talked about on Friday
Thank you!
***
Final Business Response /* (4000, 14, 2015/10/30) */
Contact Name and Title: Joe *** Operations M
Operations Manager, for Ciocca Cleaning and restorationI have attempted several times to contact the customer to resolve issues that have occurred at her property from the work that was completedThere is an outstanding balance on the account in the amount of $We are willing to waive that amount because of the communication issues and customer concerns of workmanship; if the insured is willing to sign a release documentThe customer has requested a refund of $We are willing to go above and beyond with the customer's request to waive the balance due for work completedWe believe that refunding the insured an additional $on top of the balance due to us is unreasonableThat would be a total discount of $Ciocca Cleaning & Restoration is committed to provide quality workmanship, and customer satisfactionWe apologize for any inconvenience that we have caused, and hopefully our offer will be accepted as a reasonable resolution
Respectfully,
Joe ***
Ciocca Cleaning & Restoration
OFFER:
Final Consumer Response /* (4200, 16, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except for a number of reasons1) when I gave Pete that payment, I asked him to hold it, stating that I'm sure the work did not total thatHe stated he would, then hrs later said oops, it's bank day you will get a refund if you over paid2) I have received 4-different bills where they are fudging the numbers to get their totals, which work they state was not even done on the invoiceBilling for items never doneThey triple billed certain itemsWhen I questioned this, Pete explained that's why we don't provide itemized bills to customers3) Joe has never tried to contact me, he left that to Pete which he wanted to argue and become harassing to the point that upset me4) There is still a huge dollar amount of work left incomplete or completed dangerous and not up to code electrical units, door handle, flooringI truly do not feel I am asking too much for how my house was leftThank you for your time