Initial Business Response / [redacted] (1000, 6, 2015/09/25) */ 9-23-15 Response to BBB complaint # [redacted] Response to dispute: Our company takes great pride in our services, professionalism and responsibility of taking care of the client's needs. We have been a leader in the industry for years for a... reason. We service over hundreds of clients on a yearly basis during disaster situations. We pride ourselves on the efficiency, craftsmanship and professionalism of all our employees. Unfortunately there are times when a client is not cooperative and try's for lack of better words to short change us. This is again one of the times. Addressing the complaint of Ms. [redacted] . There is currently a balance due on the repairs performed to her home. The balance due to the company is in excess of $30,000.00. Ms. [redacted] has demanded over $10,000 in order to turn over our payment. She has made complaints which we disagreed with but were nevertheless for good will agreeable to perform. For example she signed off on paint colors and later has demanded that such be changed and repainted. We asked on several occasions when we could gain access to the property to perform such. She again demanded over $10,000 stating she would rather have the money. What is occurring is she is asking for things to be done, not allowing us to perform such and then demanding thousands of dollars instead. Again we stand behind our work. We will perform all the repairs as agreed to in the contract. Currently she is in breach of contract for failure to pay the $30,000. It most noted that her insurance carrier agreed to pay for the repairs in the sum of approximately $126,266. Therefore there clearly remains a large balance due. Further, Ms. [redacted] complains about basement walls. Those walls were inspected by this office on several occasions and documented and disagreed with her assesment. Recently we appeared at the home to do the work that she was demanding and she failed to allow us in. We have conveyed to her at all times all information. In fact we performed extras which were not paid for by the insurance company. She has not paid us for that work. In summary, there is a balance due of over $30,000 plus the value of the extras that we did. We would like her to turn over those monies. We will not be held hostage for the balance due. We will, as always, stand behind our work. We are prepared to allow the court system to resolve our issues. We have tried every effort to accommodate Ms. [redacted] 's. But we will not be held up for the $30,000 which remains due. Upon request for payments for services completed/due under the terms of the contract, she has refused to make payments in a timely fashion. She has gone to such extremes as to make inappropriate comments relating to the scope and the work. She has breached the written contract, not us. Given her inappropriate actions and her refusal to let us back into her home, such clearly establishes her true intentions. To simply get over $10,000 and profit on her fire loss. This office was left with no alternative but to start the legal action to file suit against Ms. [redacted] . Again we are open to resolving the issues and believe we have performed services entitling us to our fees. It is Ms. [redacted] who is being unfair, untruthful and trying to withhold the $30,000 that is due to this company. Thank You. Staff at Preferred Fire and Flood Inc.
Initial Business Response / [redacted] (1000, 6, 2015/09/25) */ 9-23-15 Response to BBB complaint # [redacted] Response to dispute: Our company takes great pride in our services, professionalism and responsibility of taking care of the client's needs. We have been a leader in the industry for years for a... reason. We service over hundreds of clients on a yearly basis during disaster situations. We pride ourselves on the efficiency, craftsmanship and professionalism of all our employees. Unfortunately there are times when a client is not cooperative and try's for lack of better words to short change us. This is again one of the times. Addressing the complaint of Ms. [redacted] . There is currently a balance due on the repairs performed to her home. The balance due to the company is in excess of $30,000.00. Ms. [redacted] has demanded over $10,000 in order to turn over our payment. She has made complaints which we disagreed with but were nevertheless for good will agreeable to perform. For example she signed off on paint colors and later has demanded that such be changed and repainted. We asked on several occasions when we could gain access to the property to perform such. She again demanded over $10,000 stating she would rather have the money. What is occurring is she is asking for things to be done, not allowing us to perform such and then demanding thousands of dollars instead. Again we stand behind our work. We will perform all the repairs as agreed to in the contract. Currently she is in breach of contract for failure to pay the $30,000. It most noted that her insurance carrier agreed to pay for the repairs in the sum of approximately $126,266. Therefore there clearly remains a large balance due. Further, Ms. [redacted] complains about basement walls. Those walls were inspected by this office on several occasions and documented and disagreed with her assesment. Recently we appeared at the home to do the work that she was demanding and she failed to allow us in. We have conveyed to her at all times all information. In fact we performed extras which were not paid for by the insurance company. She has not paid us for that work. In summary, there is a balance due of over $30,000 plus the value of the extras that we did. We would like her to turn over those monies. We will not be held hostage for the balance due. We will, as always, stand behind our work. We are prepared to allow the court system to resolve our issues. We have tried every effort to accommodate Ms. [redacted] 's. But we will not be held up for the $30,000 which remains due. Upon request for payments for services completed/due under the terms of the contract, she has refused to make payments in a timely fashion. She has gone to such extremes as to make inappropriate comments relating to the scope and the work. She has breached the written contract, not us. Given her inappropriate actions and her refusal to let us back into her home, such clearly establishes her true intentions. To simply get over $10,000 and profit on her fire loss. This office was left with no alternative but to start the legal action to file suit against Ms. [redacted] . Again we are open to resolving the issues and believe we have performed services entitling us to our fees. It is Ms. [redacted] who is being unfair, untruthful and trying to withhold the $30,000 that is due to this company. Thank You. Staff at Preferred Fire and Flood Inc.