Initial Business Response / [redacted] (1000, 10, 2016/01/15) */ January 8, [redacted] PO Box Running Springs, CA XXXXX Dear Ms [redacted] , There seems to be a great deal of miscommunication going on hereI 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 our crew responded to a water damage at your propertyWe gave you an estimate for days of dry down at said propertyYou agreed to the estimate and our crew placed airmovers where they would be most effectiveUpon 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 dryOur crew did as you requestedOur office staff then created a revised invoice/estimate and mailed it via usps to the only known address we had on fileThe invoice was returned to our office "undeliverable"On 9/23/our office staff called the only known phone number we had on file, and left a message requesting your mailing addressWe 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 noneOn 10/I performed a search online and obtained a PO Box associated with your nameWe sent a letter and copy of your invoice/estimate to that addressIt too was returned, "undeliverable"At one point our office staff contacted your insurance company and tried to obtain a valid mailing address, to no availSo 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 residenceYou 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 informationI have only now obtained it from your complaint forwarded by the Revdex.com Enclosed you will find your invoice/estimatePlease remit payment to: SERVPRO of Big Bear, PO Box 2004, Victorville, CA XXXXX Your account remains past due in our internal collections deptIt 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 ***, I have retrieved your file and will be personally handling this claim going forwardI have read the notes and have discussed the details of this job with my staffI have reviewed the invoice/estimate in question and find it to be in line with industry standard rates and proceduresPlease explain the discrepancies you are referring toI 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 ***, I have a few concernsAfter reviewing my invoice my question is what do you consider regular hours considering you advertise 24/On both line items it states after hours Please advise Thank you [redacted] Sent from my iPhone Good morning ***, In answer to your question, SERVPRO regular operating hours are a.mto p.mMonday thru FridayOur offices are closed weekends and holidaysHowever, we have operators and crews standing by who will respond to your emergency anytime, hours a day, seven days a week days a yearThe after hours charges are correct If this answers all of you concerns, please remit payment of $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 / [redacted] (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 chargedOriginally I was quoted $for days after they setup and no agreementA representative was supposed to contact my husband on his cell phone for an amount for dayThis never happened, they had multiple ways to reach me yet they only chose one in which it is not frequentedIf the original quote was for $for days amount should be $yet the business is claiming a rate of $Additionally my invoice has line items stating after hours when services were done during business hoursThey are demanding this payment within days; prior to this complaint with Revdex.com and contractors labor board is resolvedThere was no signed contractNor did I receive an invoice at time the fans were removed
Initial Business Response / [redacted] (1000, 10, 2016/01/15) */ January 8, [redacted] PO Box Running Springs, CA XXXXX Dear Ms [redacted] , There seems to be a great deal of miscommunication going on hereI 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 our crew responded to a water damage at your propertyWe gave you an estimate for days of dry down at said propertyYou agreed to the estimate and our crew placed airmovers where they would be most effectiveUpon 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 dryOur crew did as you requestedOur office staff then created a revised invoice/estimate and mailed it via usps to the only known address we had on fileThe invoice was returned to our office "undeliverable"On 9/23/our office staff called the only known phone number we had on file, and left a message requesting your mailing addressWe 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 noneOn 10/I performed a search online and obtained a PO Box associated with your nameWe sent a letter and copy of your invoice/estimate to that addressIt too was returned, "undeliverable"At one point our office staff contacted your insurance company and tried to obtain a valid mailing address, to no availSo 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 residenceYou 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 informationI have only now obtained it from your complaint forwarded by the Revdex.com Enclosed you will find your invoice/estimatePlease remit payment to: SERVPRO of Big Bear, PO Box 2004, Victorville, CA XXXXX Your account remains past due in our internal collections deptIt 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 ***, I have retrieved your file and will be personally handling this claim going forwardI have read the notes and have discussed the details of this job with my staffI have reviewed the invoice/estimate in question and find it to be in line with industry standard rates and proceduresPlease explain the discrepancies you are referring toI 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 ***, I have a few concernsAfter reviewing my invoice my question is what do you consider regular hours considering you advertise 24/On both line items it states after hours Please advise Thank you [redacted] Sent from my iPhone Good morning ***, In answer to your question, SERVPRO regular operating hours are a.mto p.mMonday thru FridayOur offices are closed weekends and holidaysHowever, we have operators and crews standing by who will respond to your emergency anytime, hours a day, seven days a week days a yearThe after hours charges are correct If this answers all of you concerns, please remit payment of $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 / [redacted] (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 chargedOriginally I was quoted $for days after they setup and no agreementA representative was supposed to contact my husband on his cell phone for an amount for dayThis never happened, they had multiple ways to reach me yet they only chose one in which it is not frequentedIf the original quote was for $for days amount should be $yet the business is claiming a rate of $Additionally my invoice has line items stating after hours when services were done during business hoursThey are demanding this payment within days; prior to this complaint with Revdex.com and contractors labor board is resolvedThere was no signed contractNor did I receive an invoice at time the fans were removed