Rainbow International of Cincinnati & N. KY

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  The company claimed that their crew of two spent 1 1/2 to 2 hours to place eleven equipments into my house, which is not true.  They place two equipments, one blower fan and one dryer into the house.  At that point, we told them we decided not to continue the service.  Both my husband and I have helped the two ladies moved the two equipments back to their truck, which took 15 minutes at most, not two hours with eleven equipments. It would be impossible for us to help if there were eleven equipments.   This is a total lie and dishonesty of their claim of service.   Yes, I provided the credit card for $1,000 deductible but it does not mean I am obligated to pay anything beyond the emergency service call (which I've made the payment already to the business).  I asked specifically if I will be charged if I decide not to use the service, the representative assured me that I will not be charged anything if I opt out.  This is another lie and dishonesty on their part trying to scam their customers for payment.  
Regards,
[redacted]

Upon initial call from [redacted], information was given to inform our company of an emergency water loss that took place earlier that day from a busted pipe in their home. Customer called to request emergency services for damages from loss. Due to the high deductible of $7,500, we agreed to only...

collect $1,000 deposit at the time of crew arrival along with signing an emergency services agreement that would hold homeowner liable to any remaining balance as this was considered a “self pay”.  Homeowner agreed to services and a crew was dispatched.  In addition, for any homeowner requesting an estimate only for work to be performed, is a service that is scheduled out with a qualified estimator and never the function of an emergency mitigation crew. Upon arrival, [redacted] provided her credit card information for the $1,000 deductible that was agreed upon and signed the emergency services contract that is only performed at the time mitigation services are agreed upon. Once onsite, the crew performed an inspection, alerted the homeowner of potential additional sources and decided on a scope (plan) to begin services. The crew of two then spent the next 1 ½ - 2 hours placing eleven pieces of equipment (8 air movers and 3 dehumidifiers) with minimal access points and multiple stairwells.  During this time, both homeowners were unable to come to an agreement of work to be performed as cost would vary based on their decision. It was at this time that since they could not come to said agreement, they decided they did not want to continue our services until they were able to come to an agreement and correct the source of the loss.  Upon that request, the crew then removed previously placed equipment and then as a courtesy, spent the remaining time with the homeowners going over steps to follow in order to prevent further damage to the home and keeping the air and humidity level stable. Once service was halted, an invoice was created for emergency after hours service call and for services performed and the homeowner was billed accordingly per contract that was signed as shown in the invoice line items below:Note: The following is for an emergency service call after hours on Friday, 12/16Emergency service call – after business hours1.00 EA @ 162.96 = 162.96Note: The following is for 2 technicians for 3 hours to respond, scope loss, discuss process/scope with owner, unload equipment and re-loadequipment on truck after mitigation was declined.Equip. setup, take down &6.00 HR @ 58.81 = 352.86Total: [redacted]_MIT_INV515.82It took a hard copy mail notification and four (4) phone calls in a three week period before homeowner contacted us with her current complaint, and an additional three weeks after that before we were able to make contact and discuss the matter.  After sending the account to collections, Rainbow International had agreed to the desired settlement of $162.96 with the homeowner despite the legitimate charges, and since then, been removed and have now closed the file. All statements made in this response have been verified with documentation that Rainbow International maintains and keeps on record for all work performed with any and all customers who have entered into and agreement with or inquired upon.  No facts have been changed or altered from said documentation and can be securely verified upon request.