In response to Mr. [redacted]'s letter of complaint Paul Davis Restoration of Elizabethtown, Ky. we would like to respectfully disagree with the content of the complaint. I called Mr. [redacted] and spoke to him at length about his letter of complaint. He and I agreed to...
meet at his house on Tuesday, September 9, 2014 at 6:30 p.m. He called me that day and cancelled and said that he had nothing further to say to me. I responded to him that Paul Davis Restoration of Elizabethtown, Ky. has not been paid for [redacted]ices [redacted]vided at his home for the amount of $2902.45 and he requested that I call his insurance adjuster, [redacted] for payment.
Complaint-Customer stated that we dried the house for ap[redacted]ximately 5 days.
Response- This is true, but our standard practice if it is a normal drying job is to only charge for the equipment for 3 days. The attached invoice for water mitigation is for a 3 day dryout, even though we had equipment at Mr. [redacted]'s house for the 5 days.
Complaint-Customer stated that he asked us to perform repairs.
Response-Customer told [redacted]/Co Owner of Paul Davis Restoration and [redacted]'s assistant that he would like to trade out some items in his [redacted] estimate and to have the flooring done at his house. [redacted] stated to him that he would be better off financially to work independently with a flooring store for that part of the repairs. [redacted] Flooring met with Mr. [redacted] and wrote an estimate for flooring. The [redacted] estimate is for $2124.45 and customer has a $750.00 deductible, for a total of $2874.45. [redacted] Flooring total is $3106.07. We were not hired by Mr. [redacted] for any repairs as we were uncertain if Mr. [redacted] would need our [redacted]ices as the majority of the damage at the house is flooring and the total money available from [redacted] was $2124.45 and Mr. [redacted] would have to pay out of pocket for anything else he wanted done at his house.
Complaint-Customer stated that [redacted] told him the house was still wet and they would need to finish out the drying before [redacted]ceeding with the restoration.
Response-I spoke to Mr. [redacted] at length about what was "wet" and he stated that [redacted] told him it was wet in the basement near a ceiling register and a storage room. I asked him if water had gotten in his ductwork from upstairs in the kitchen where the damage started at the sink base cabinet and he said that yes, he and [redacted] (our water mitigation associate) discussed this possibility. I told Mr. [redacted] there could be two issues of possible "wet" areas. One being that ductwork is not water tight and there could be some moisture still in the ductwork that leaked out. Second being that the ductwork could be condensating from the high humidity that we have been experiencing. He stated that [redacted] came back to his house a week later without setting any drying equipment and they then told him it was dry. This occurred without any equipment and thus dried out on its own. I spoke to the [redacted] adjuster, [redacted] and she stated that she thought it was from condensation from the ductwork as well.
Complaint-Customer stated that he had not received any return phone calls from Paul Davis Restoration.
Response-Customer had [redacted]'s cell phone and our office number. [redacted] stated that he spoke with Mr. [redacted] multiple times and Mr. [redacted] spoke to our office staff multiple times. Nothing was ever resolved with regard to Mr. [redacted] hiring us to "finish the job". A customer hires us to perform repairs once they have agreed to the price and sign a work authorization contracting us to handle repairs at their home or business. This was never done with Mr. [redacted].
At this time, we still have not been paid for the [redacted]ices performed at Mr. [redacted]'s house. I am pursuing payment with [redacted] and hope to resolve this matter as soon as possible.
Thanks,
[redacted]
Co-Owner Paul Davis Restoration
270-765-5511-office
Hello,
In response to Mr. [redacted]'s letter of complaint Paul Davis Restoration of Elizabethtown, Ky. we would like to respectfully disagree with the content of the complaint. I called Mr. [redacted] and spoke to him at length about his letter of complaint. He and I agreed to...
meet at his house on Tuesday, September 9, 2014 at 6:30 p.m. He called me that day and cancelled and said that he had nothing further to say to me. I responded to him that Paul Davis Restoration of Elizabethtown, Ky. has not been paid for [redacted]ices [redacted]vided at his home for the amount of $2902.45 and he requested that I call his insurance adjuster, [redacted] for payment.
Complaint-Customer stated that we dried the house for ap[redacted]ximately 5 days.
Response- This is true, but our standard practice if it is a normal drying job is to only charge for the equipment for 3 days. The attached invoice for water mitigation is for a 3 day dryout, even though we had equipment at Mr. [redacted]'s house for the 5 days.
Complaint-Customer stated that he asked us to perform repairs.
Response-Customer told [redacted]/Co Owner of Paul Davis Restoration and [redacted]'s assistant that he would like to trade out some items in his [redacted] estimate and to have the flooring done at his house. [redacted] stated to him that he would be better off financially to work independently with a flooring store for that part of the repairs. [redacted] Flooring met with Mr. [redacted] and wrote an estimate for flooring. The [redacted] estimate is for $2124.45 and customer has a $750.00 deductible, for a total of $2874.45. [redacted] Flooring total is $3106.07. We were not hired by Mr. [redacted] for any repairs as we were uncertain if Mr. [redacted] would need our [redacted]ices as the majority of the damage at the house is flooring and the total money available from [redacted] was $2124.45 and Mr. [redacted] would have to pay out of pocket for anything else he wanted done at his house.
Complaint-Customer stated that [redacted] told him the house was still wet and they would need to finish out the drying before [redacted]ceeding with the restoration.
Response-I spoke to Mr. [redacted] at length about what was "wet" and he stated that [redacted] told him it was wet in the basement near a ceiling register and a storage room. I asked him if water had gotten in his ductwork from upstairs in the kitchen where the damage started at the sink base cabinet and he said that yes, he and [redacted] (our water mitigation associate) discussed this possibility. I told Mr. [redacted] there could be two issues of possible "wet" areas. One being that ductwork is not water tight and there could be some moisture still in the ductwork that leaked out. Second being that the ductwork could be condensating from the high humidity that we have been experiencing. He stated that [redacted] came back to his house a week later without setting any drying equipment and they then told him it was dry. This occurred without any equipment and thus dried out on its own. I spoke to the [redacted] adjuster, [redacted] and she stated that she thought it was from condensation from the ductwork as well.
Complaint-Customer stated that he had not received any return phone calls from Paul Davis Restoration.
Response-Customer had [redacted]'s cell phone and our office number. [redacted] stated that he spoke with Mr. [redacted] multiple times and Mr. [redacted] spoke to our office staff multiple times. Nothing was ever resolved with regard to Mr. [redacted] hiring us to "finish the job". A customer hires us to perform repairs once they have agreed to the price and sign a work authorization contracting us to handle repairs at their home or business. This was never done with Mr. [redacted].
At this time, we still have not been paid for the [redacted]ices performed at Mr. [redacted]'s house. I am pursuing payment with [redacted] and hope to resolve this matter as soon as possible.
Thanks,
[redacted]
Co-Owner Paul Davis Restoration
270-765-5511-office