Dear Sir or Madam: Thank you for notifying us of the customer concern that was recently submitted to your organization following services we've provided at the property belonging to this customer. We are very familiar of Mrs. [redacted] and the concerns that she has following services performed at her...
home. I'd like to start by saying that this was a particularly difficult (for lack of a more appropriate word) client from day one, beginning with the very first phone conversation we had with her. Our Production Manager, [redacted], was one of the first to speak to Mrs. [redacted] by phone, prior to ever arriving onsite for services. Following this conversation, John immediately contacted me to explain that he feels with certainty that this client and water loss claim will be an issue, or difficult. The homeowner immediately began micromanaging and dictating exactly what services she did and didn't want performed; in essence, telling us how to do the work she called on (and hired) us to do. She also hired her a company belonging to a friend of hers to come in and do much of the necessary demolition work, and refused to allow us to do much of the necessary worked needed within the time frame, and in the manner, that we needed to do it, in efforts to comply with homeowners insurance company guidelines that were to be covering the loss - then outright refused to sign any paperwork that would release us of liability as a result of not being allowed to comply with the guidelines in which we are responsible to follow. Mrs [redacted] contacted me at this point, to file a service complaint regarding her dealings with John, and his overall attitude and service performance. I kindly listened, addressed her issues, and had a discussion with John about it - but evidently it was not to her liking. As she informed me that she wanted to see Mr. [redacted] face a severe penalty. Since I didn't fulfill her needs of reprimand, she filed a complaint with the Servpro Directorship's Office about me, John, and our Franchise. They thoroughly addressed her issues, along with everyone involved, but needless to say, this was also not to her liking; in fact, she then filed a complaint about them, as well! Next, she filed a complaint to the Servpro Corporate Office about our franchise, the Servpro Directorship’s office...AND the person to whom she spoke that took her complaint! The Servpro Corporate Office thoroughly addresses ALL parties, goes through their process and then closes the file. At this point, everyone involved in this situation thought that this was finally over, but no...there’s more! Mrs. [redacted] received a 2-party check from her insurance company for the work we had performed, made payable to her and Servpro, and she called me to file another complaint, but this time the complaint is about billing charges. I listened to her concerns, then thoroughly reviewed her file, reviewed all job notes and other file information, all billing, all job-related photos, etc. We spoke again, and I apologized to her as we made a small error on her bill that resulted in an overcharge in the amount of $34.47. She stated that she believes that this is not enough, and she wanted to continue discussing issues that have already been repeatedly been discussed (and resolved). Since I refused to issue a larger credit than what we mistakenly overcharged on her bill, she filed yet another complaint to the Servpro Corporate Office. The Servpro Corporate Office again reviewed all information, and informed her that her file is closed and that she’ll need to contact me directly to address any additional concerns. This is where it last stood when we received your notification letter. We apologized for the less than satisfactory experience had while dealing with and working with our team. As a company, we use situations like these to try to educate and train our team, in an attempt to eliminate similar problems in the future. We have repeatedly and thoroughly reviewed all Mrs [redacted]'s concerns and feel very confident that our previously discussed revised billing, which shows her a credit of $34.47, is accurate. We issued a check to her in the amount of $34.47 to cover this overcharge. Thank you for allowing us the opportunity to respond to this claim, as well as for taking the time to review our response. Please feel free to contact our office should you have any questions or concerns, or require any additional information. Sincerely, [redacted] Servpro of Bear/New Castle Sent on: 5/8/2015 4:12:34 PM
Dear Sir or Madam: Thank you for notifying us of the customer concern that was recently submitted to your organization following services we've provided at the property belonging to this customer. We are very familiar of Mrs. [redacted] and the concerns that she has following services performed at her...
home. I'd like to start by saying that this was a particularly difficult (for lack of a more appropriate word) client from day one, beginning with the very first phone conversation we had with her. Our Production Manager, [redacted], was one of the first to speak to Mrs. [redacted] by phone, prior to ever arriving onsite for services. Following this conversation, John immediately contacted me to explain that he feels with certainty that this client and water loss claim will be an issue, or difficult. The homeowner immediately began micromanaging and dictating exactly what services she did and didn't want performed; in essence, telling us how to do the work she called on (and hired) us to do. She also hired her a company belonging to a friend of hers to come in and do much of the necessary demolition work, and refused to allow us to do much of the necessary worked needed within the time frame, and in the manner, that we needed to do it, in efforts to comply with homeowners insurance company guidelines that were to be covering the loss - then outright refused to sign any paperwork that would release us of liability as a result of not being allowed to comply with the guidelines in which we are responsible to follow. Mrs [redacted] contacted me at this point, to file a service complaint regarding her dealings with John, and his overall attitude and service performance. I kindly listened, addressed her issues, and had a discussion with John about it - but evidently it was not to her liking. As she informed me that she wanted to see Mr. [redacted] face a severe penalty. Since I didn't fulfill her needs of reprimand, she filed a complaint with the Servpro Directorship's Office about me, John, and our Franchise. They thoroughly addressed her issues, along with everyone involved, but needless to say, this was also not to her liking; in fact, she then filed a complaint about them, as well! Next, she filed a complaint to the Servpro Corporate Office about our franchise, the Servpro Directorship’s office...AND the person to whom she spoke that took her complaint! The Servpro Corporate Office thoroughly addresses ALL parties, goes through their process and then closes the file. At this point, everyone involved in this situation thought that this was finally over, but no...there’s more! Mrs. [redacted] received a 2-party check from her insurance company for the work we had performed, made payable to her and Servpro, and she called me to file another complaint, but this time the complaint is about billing charges. I listened to her concerns, then thoroughly reviewed her file, reviewed all job notes and other file information, all billing, all job-related photos, etc. We spoke again, and I apologized to her as we made a small error on her bill that resulted in an overcharge in the amount of $34.47. She stated that she believes that this is not enough, and she wanted to continue discussing issues that have already been repeatedly been discussed (and resolved). Since I refused to issue a larger credit than what we mistakenly overcharged on her bill, she filed yet another complaint to the Servpro Corporate Office. The Servpro Corporate Office again reviewed all information, and informed her that her file is closed and that she’ll need to contact me directly to address any additional concerns. This is where it last stood when we received your notification letter. We apologized for the less than satisfactory experience had while dealing with and working with our team. As a company, we use situations like these to try to educate and train our team, in an attempt to eliminate similar problems in the future. We have repeatedly and thoroughly reviewed all Mrs [redacted]'s concerns and feel very confident that our previously discussed revised billing, which shows her a credit of $34.47, is accurate. We issued a check to her in the amount of $34.47 to cover this overcharge. Thank you for allowing us the opportunity to respond to this claim, as well as for taking the time to review our response. Please feel free to contact our office should you have any questions or concerns, or require any additional information. Sincerely, [redacted] Servpro of Bear/New Castle Sent on: 5/8/2015 4:12:34 PM