R L Hampton Enterprises, Inc.

Initial Business Response /* (1000, 10, 2016/01/15) */
January 8, 2016
[redacted]
PO Box 1529
Running Springs, CA XXXXX
Dear Ms. [redacted],
There seems to be a great deal of miscommunication going on here. I apologize for not getting back to you sooner, however I have been out of the...

office for nearly a month and am just now learning that you have filed complaints with SERVPRO Corporate, California State License Board, and the Revdex.com.
In September of 2015 our crew responded to a water damage at your property. We gave you an estimate for 3 days of dry down at said property. You agreed to the estimate and our crew placed airmovers where they would be most effective. Upon learning that your insurance company would not cover the loss, you requested that we remove the airmovers even though it had only been one day and the damaged area was not yet dry. Our crew did as you requested. Our office staff then created a revised invoice/estimate and mailed it via usps to the only known address we had on file. The invoice was returned to our office "undeliverable". On 9/23/2015 our office staff called the only known phone number we had on file, and left a message requesting your mailing address. We continued to call, 9/25, 10/2, 10/6, 10/12, 10/16, 10/27, each time leaving a message requesting a return call and receiving none. On 10/28 I performed a search online and obtained a PO Box associated with your name. We sent a letter and copy of your invoice/estimate to that address. It too was returned, "undeliverable". At one point our office staff contacted your insurance company and tried to obtain a valid mailing address, to no avail. So as you can see, the fact that you did not receive your invoice in a timely manner was not for our lack of trying.
I know now that the telephone number we were calling is that of the loss property and that that is not your primary residence. You stated that you retrieved the messages and that you were aware that we were in need of a mailing address in order to send your invoice/estimate, however as of today's date you have not provided this office with that information. I have only now obtained it from your complaint forwarded by the Revdex.com.
Enclosed you will find your invoice/estimate. Please remit payment to: SERVPRO of Big Bear, PO Box 2004, Victorville, CA XXXXX.
Your account remains past due in our internal collections dept. It has not been reported to any credit bureau.
A copy of this letter is being forwarded to SERVPRO Corporate, California State License Board and Revdex.com.
Sincerely,
[redacted] A [redacted]
Vice President
Finance and Administration
RL [redacted] Enterprises, Inc.
SERVPRO of Victorville/Adelanto/Victor Valley
SERVPRO of Big Bear/Lake Arrowhead/NE Rancho Cucamonga
Good afternoon [redacted],
I have retrieved your file and will be personally handling this claim going forward. I have read the notes and have discussed the details of this job with my staff. I have reviewed the invoice/estimate in question and find it to be in line with industry standard rates and procedures. Please explain the discrepancies you are referring to. I will be happy to discuss the matter with you and look forward to resolving this issue quickly.
Sincerely,
[redacted] A [redacted]
Vice President
Finance and Administration
RL [redacted] Enterprises, Inc.
SERVPRO of Victorville Adelanto Victor Valley
XXX XXX XXXX
XXX XXX XXXX fax
www.servprovictorvalley.com
DVBE and SDVOBE Certified

SERPRO of Big Bear Lake Arrowhead NE Rancho Cucamonga
XXX-XXX-XXXX
XXX-XXX-XXXX toll free
www.servprobigbear.com
Hello [redacted],
I have a few concerns. After reviewing my invoice my question is what do you consider regular hours considering you advertise 24/7. On both line items it states after hours.
Please advise
Thank you
[redacted]
Sent from my iPhone
Good morning [redacted],
In answer to your question, SERVPRO regular operating hours are 8 a.m. to 5 p.m. Monday thru Friday. Our offices are closed weekends and holidays. However, we have operators and crews standing by who will respond to your emergency anytime, 24 hours a day, seven days a week 365 days a year. The after hours charges are correct.
If this answers all of you concerns, please remit payment of $623.22 so that we may clear your account.
Remit payment to: SERVPRO of Big Bear, [redacted] Box [redacted] Victorville, CA XXXXX
Sincerely,
[redacted] A. [redacted]
Vice President
Finance and Administration
RL [redacted] Enterprises, Inc.
SERVPRO of Victorville Adelanto Victor Valley
XXX XXX XXXX
XXX XXX XXXX fax
www.servprovictorvalley.com
DVBE and SDVOBE Certified

SERVPRO of Big Bear Lake Arrowhead NE Rancho Cucamonga
XXX-XXX-XXXX
XXX-XXX-XXXX toll free
www.servprobigbear.com
Initial Consumer Rebuttal /* (3000, 12, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Servepro is unable to give me a list of their fees to ensure I am being properly charged. Originally I was quoted $1500 for 3 days after they setup and no agreement. A representative was supposed to contact my husband on his cell phone for an amount for 1 day. This never happened, they had multiple ways to reach me yet they only chose one in which it is not frequented. If the original quote was for $1500 for 3 days amount should be $500 yet the business is claiming a rate of $623.22. Additionally my invoice has line items stating after hours when services were done during business hours. They are demanding this payment within 5 days; prior to this complaint with Revdex.com and contractors labor board is resolved. There was no signed contract. Nor did I receive an invoice at time the fans were removed.