Paul Davis Restoration of North San Antonio

Complaint: [redacted] I am rejecting this response because: Paul Davis Restoration is blaming me for walking on WET carpet and causing the stains They stated that the carpet was DRY! The various dates they mention were when I continued calling and having to leave a message and my calls weren't returned 'til the last one The estimate they gave was between $and $800, but charged me $1000! The stench I mentioned was real and not my imagination! I am very disappointed with the company for their unscrupulous behavior and feel that I was taken advantage of! Regards, [redacted] ***

Ms [redacted] , We received the loss claim on 1/9/at 8:pm and customer was contacted at that time to ascertain if emergency service was needed Ms [redacted] asked for an appointment for 1/10/at 12:pm Technician arrived at the home and determined that service was needed Typically a job like this will run about $1,and it was going to be under her deductible Ms [redacted] stated that she didn’t have that kind of money to pay and because the loss was not meeting her deductible, the insurance will make her responsible to pay the full amount We opted to work with her and gave her a rough estimate with a discount and stated we would try and keep it under $1, The technician proceeded to remove the affected padding, because a water loss from a toilet is considered dirty water basically and it needs to be dried properly to avoid any further problems The furniture was moved from the affected area to a non-affected area, including some clothing in her closet because it was touching the wet carpet and it could get stained We proceeded to dry the area, which normally can take between 2-days The stench she mentions is not possible due to the padding being removed and replaced and the carpet was cleaned professionally The technician cleaning the carpet advised Ms [redacted] to please not walk on the wet carpet with her walker because that can cause stains We proceeded to wait for the area in the closet to be dry and moved back all the clothing The furniture was moved back to its original position as she directed us to do so The whole process from start to finish took days Job was completed on Jan 14th She issue a check as payment # [redacted] date 1/14/for the amount of $1,(copy of check is attached) Ms [redacted] was satisfied with the work and signed an completion form (also attached) About two weeks after the job was completed, she proceeded to call and ask for a refund because she claimed she was initially told it would cost $and we were billing her $1, It was explained to her that she had agreed to the work completion and the payment and had proceeded to write the check herself and sign the completion form She stated that because she was elderly that was too much for her to pay About a week later, she called the office and stated she had streaks on the carpet and she wanted a refund At the time of her call about weeks had passed and in that time frame the carpet will get stained again due to traffic Ms [redacted] stated that it had been stained all along, yet she didn’t initially report it I proceeded to explain to her that the streaks were more than likely from her walker and if she walked on the carpet while it was still wet that would be the end result She was offered to get the carpet cleaned again, but a refund was not going to be issued She declined Ms [redacted] called once more about two weeks later and mentioned the staining on the carpet again She was once again explained that due to the time between her first report of the stains, it was more than likely due to traffic She requested her money refunded and a refund was denied Thank you, [redacted]

Ms. [redacted],   We received the loss claim on 1/9/2015 at 8:38 pm and customer was contacted at that time to ascertain if emergency service was...

needed.  Ms. [redacted] asked for an appointment for 1/10/2015 at 12:00 pm.  Technician arrived at the home and determined that service was needed.  Typically a job like this will run about $1,500 and it was going to be under her deductible.  Ms. [redacted] stated that she didn’t have that kind of money to pay and because the loss was not meeting her deductible, the insurance will make her responsible to pay the full amount.  We opted to work with her and gave her a rough estimate with a discount and stated we would try and keep it under $1,000.00.  The technician proceeded to remove the affected padding, because a water loss from a toilet is considered dirty water basically and it needs to be dried properly to avoid any further problems.  The furniture was moved from the affected area to a non-affected area, including some clothing in her closet because it was touching the wet carpet and it could get stained.  We proceeded to dry the area, which normally can take between 2-3 days.  The stench she mentions is not possible due to the padding being removed and replaced and the carpet was cleaned professionally.  The technician cleaning the carpet advised Ms. [redacted] to please not walk on the wet carpet with her walker because that can cause stains.  We proceeded to wait for the area in the closet to be dry and moved back all the clothing.  The furniture was moved back to its original position as she directed us to do so.  The whole process from start to finish took 4 days.  Job was completed on Jan 14th.  She issue a check as payment # [redacted] date 1/14/2015 for the amount of $1,000 (copy of check is attached).  Ms. [redacted] was satisfied with the work and signed an completion form (also attached).  About two weeks after the job was completed, she proceeded to call and ask for a refund because she claimed she was initially told it would cost $800 and we were billing her $1,000.   It was explained to her that she had agreed to the work completion and the payment and had proceeded to write the check herself and sign the completion form.  She stated that because she was elderly that was too much for her to pay.    About a week later, she called the office and stated she had streaks on the carpet and she wanted a refund.   At the time of her call about 3 weeks had passed and in that time frame the carpet will get stained again due to traffic.  Ms. [redacted] stated that it had been stained all along, yet she didn’t initially report it.  I proceeded to explain to her that the streaks were more than likely from her walker and if she walked on the carpet while it was still wet that would be the end result.  She was offered to get the carpet cleaned again, but a refund was not going to be issued.  She declined.  Ms. [redacted] called once more about two weeks later and mentioned the staining on the carpet again.  She was once again explained that due to the time between her first report of the stains, it was more than likely due to traffic.  She requested her money refunded and a refund was denied.   Thank you,   [redacted]

Complaint: [redacted]
I am rejecting this response because: Paul Davis Restoration is blaming me for walking on WET carpet and causing the stains.  They stated that the carpet was DRY!  The various dates they mention were when I continued calling and having to leave a message and my calls weren't returned 'til the last one.  The estimate they gave was between $600 and $800, but charged me $1000!  The stench I mentioned was real and not my imagination!  I am very disappointed with the company for their unscrupulous behavior and feel that I was taken advantage of!
Regards,
[redacted]