Metlife Auto and Home/Brian Reynolds

Good Afternoon,Please understand our goal is always to provide Quality Workmanship and Excellent customer serviceUpon reviewing our communication log system I noticed a lot of text messaging logged between our project manager and Mrs [redacted] based upon customers work scheduleDuring 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 workWe are willing to address any workmanship issue that they feel need attention and also work out a final agreed cost to find closurePlease have Mrs [redacted] contact [redacted] ***t @ [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 $They apologized and stated they would be dealing internally with their customer service issuesI am satisfied with their resolution and sent the signed document back to themI am now expecting a new invoice from them for $which I will pay upon receiptthank you for your assistance[redacted]

Good afternoonMs [redacted] had called our office during the process regarding her complaintsWe took her complaints seriously and agreed to compensate her for the broken item as well as the inconvenience of the extra drying daysOur agreement was for $The check has been issued to Ms [redacted] It was issued and mailed on 08/11/The corresponding check number is ***Ms [redacted] should be receiving the check any dayThank you

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] InsCoAt the end of our services, we submitted our estimate that was written per [redacted] ’ guidelines which we have agreed pricing withWe were informed by Ms [redacted] ’s adjuster, [redacted] , this was not a covered claim and we would need to collect payment from Ms [redacted] directlyWe received the complaint submitted to the Revdex.com by Ms [redacted] re: billing adjustmentMs [redacted] states that she was told by her insurance adjuster that the bill we submitted to them was $This was incorrect informationOur original bill was $We had to revise this because the rug delivery and cleaning was not on the original which increased the total to $At the time the revised estimate was written, we believed we would be delivering the rugMs [redacted] believed her bill increased by $because of the incorrect total she stated her adjuster gave her when, in reality, it had only increased by $We contacted Ms [redacted] today, 10/22/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 accordinglyWe advised Ms [redacted] that we would remove the rug delivery charge from her bill as her brother picked it up from our warehouseThat decreased her bill by $bringing it to a new total of $We then offered to lower our bill to $to match the total to what she said her insurance company told her our bill wasShe 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 invoiceUpon the end of the call, Ms [redacted] was satisfied with the resolve of her disputeWe emailed as well as mailed her a copy of the agreement via *** to sign and returnThank you,SERVPRO of Northwest Cincinnati

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, and I will wait for the business to reach out to me
Thank you and Happy Thanksgiving,
*** ***

Ms*** called our corporate office on 08/01/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:AMWe called Ms*** at 10:AM to discuss said water damageAt
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 homeBecause of this, we did not have a crew readily available to go to Ms***'s home which was explained to herWe 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 availableMs*** agreed to thisThe First Responder met with Ms*** who then signed an authorization for us to begin water mitigation once we were availableWe then called her on 08/02/at 5:PM and let her know that we will be able to start the water mitigation the next day, 08/03/16, at 9:AMOnce the crew chief arrived, he was informed that Ms***'s inscowould not cover the claim so this became a direct payThe policy for direct pay jobs is to provide an estimate whether it be verbal or written and collect 50% as a depositWe wrote the water mitigation preliminary estimate for $The homeowner paid $as a depositThe 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 dryingRepairs 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 approvalWe did have the equipment at Ms***'s home for daysHowever, we only charged for daysWhile Ms*** 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 holesThis is a vital part of drying the home our properlyIf 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 mannerWe concluded our dry out services on 09/09/and the estimate was revised to $to remove items that were not completed that were on the preliminary estimate. Ms*** did not call into our office to complain; one of our staff members called her on 09/09/at 2:PM to do a follcall 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 repairsAt that time, Ms*** became upset because she thought the repairs were included in the initial estimateWe explained to her that her water mitigation estimate had been revised, but it did not include repairsWe explained to her the processes of the different parts of the water damage (dry out/repairs) and she was still upsetWe offered to send an estimator out to look at the repairs and provide an accurate estimateShe was not happy but agreed to have an estimator at her homeAn estimator was scheduled to be at her home on Monday, 08/15/16, at 9:AM to meet with herShe stated if she found someone to do the repairs cheaper than us, she would go with themThe estimate inspected the repairs on 08/15/at 9:AM and emailed the estimate to the customer the same dayMs*** emailed the estimator back at 2:PM the same day regarding some questions about the estimate including a time frame in which we can begin repairsAt this time, the repairs portion of the job has not gone into productionWe certainly want the customer to be happy and we are flexible in resolving this issue with Ms***We will follow up with Ms*** to discuss this with her

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** The summary given by Servpro includes several inaccuracies. They never had anyone meet me at my home prior to beginning work. When I first called and asked for someone to come out they and give me an estimate they said they would have someone call me. No one ever called so I had to call back to see what the issue was. When I called back they said they would send someone out the next morning. There was never an explanation that it was for dry out work only, either on the phone or when the workers arrived. They never gave me a written explanation of the work prior to starting. They did not contact me after leaving my home in disarray--when my mother asked what further work would be done on the basement the workers said I would have to call the office to get a quote to have additional work done. I was the one who called the office and had to leave a message for someone to get back with me. They did send someone out to look at the basement, and he sent an estimate of approximately $more to make repairs. When I agreed to this, he said I had to fill out forms and mail it in with a 50% deposit. After I did this, I was contacted by someone who said he is the project manager and now he needs to come out and look at the room before any work starts. No repair work has started yet, almost a month after my first call and payment of over $

Good Afternoon,Please understand our goal is always to provide Quality Workmanship and Excellent customer serviceUpon reviewing our communication log system I noticed a lot of text messaging logged between our project manager and Mrs*** based upon customers work scheduleDuring 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 workWe 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*** contact *** ***t @ *** ** ***

We received the complaint and take it very seriouslyWe will review the file, reach out to the customer to resolve the issue and then respond further

We have received the complaint and take this very seriouslyWe have reached out to the customer previouslyWe will reach out to her again to resolve the issue and will update once we do soThank 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] ---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. 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.

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.

[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]