Real Pro, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[They do not take matters seriously obviously due to my lack of return calls. My ins letter clearly states that $was for mitigation work by real pro (again a lot of bogus charges that do not pertain to my unit, but specifically to a neighbor and it has her name on it, and $is for RESTORATION part of work TO BE COMPLETED LATER. They did not do over $worth of work by removing some drywall and putting in some fans. As I stated before, the invoice has things on it that have nothing to do with my unitI doubt their software includes charges about "birds staying in residence" that appear which my neighbor who's name is also on invoice is the one with the birds, not me! At the VERY least, they owe back $for work that was to be done later. This was for flooring and paint. There's no way around the insurance being clear about this. They never left me with a copy of contract as it is. I have tried so many times to get ahold of them, and they even still have my key. It is completely unacceptable to treat people this way.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Again, they are failing to mention what portion my insurance said was for buidling restoration, NOT mitigation, $2,694.93. This is for work that was to be completed, such as new flooring and paint. THIS is the money I need refunded. The bogus charges on the mitigation, I guess I cannot do anything about because they got past my insurance company. It is still very morally wrong, but I no longer am worried about that. I am worried about getting a new floor and paint, which is what the $was to cover. As far as the HOA charges, that is between the HOA and the company. I have never gotten a SINGLE invoice from this "company". I am sickened to what they have done to me and my neighborsI am shocked no one else has filed a complaint yet, unless they are strictly pursuing legal action. My insurance check was for (for restoration, and for mitigation.) It's pretty simple. I am due back $ I have never been treated like this by a business. They have refused to return any of my calls or letters, but they are worried about responding to this complaint only because it's public. My personal insurance premium has gone up significantly because of this claim and I am not even getting the entire benefit of the claim due to the company holding this money Please see attached. ]
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below[They do not take matters seriously obviously due to my lack of return calls. My ins letter clearly states that $was for mitigation work by real pro (again a lot of bogus charges that do not pertain to my unit, but specifically to a neighbor and it has her name on it, and $is for RESTORATION part of work TO BE COMPLETED LATER. They did not do over $worth of work by removing some drywall and putting in some fans. As I stated before, the invoice has things on it that have nothing to do with my unitI doubt their software includes charges about "birds staying in residence" that appear which my neighbor who's name is also on invoice is the one with the birds, not me! At the VERY least, they owe back $for work that was to be done later. This was for flooring and paint. There's no way around the insurance being clear about this. They never left me with a copy of contract as it is. I have tried so many times to get ahold of them, and they even still have my key. It is completely unacceptable to treat people this way. Regards, *** ***Tell us why here... There is currently an outstanding bill for mitigation work completed on the unit still unpaidReal Pro received $3,from this customers insuranceThis did not cover many other mitigation steps and services provided to the customer post dating the agreed services with the customers insuranceSome of these services include: boarding up a large double door, removing siding, installing a moisture barrier, installing insulation, etc The customer, property management group, and HOA of the Condo association had promised to pay for the additional services provided by Real Pro, but also has fallen short of doing soReal Pro also had a contract with the property management group and the HOA of this condo to pay for the services to contain further damages on this customers condoThere is currently a very large sum of money owed by tenants, property management, and the HOA of this particular complex to Real Pro, including on this particular unit numberIn speaking with the HOA and property management group's attorney about the outstanding billWe have established a contract on these projectsWe have established Real Pro services were engaged by the partiesWe have established one or more payments towards work completed.We have established completely satisfied testimonials of the work completedWe have established all parties agree the mitigation work was completed in entirety and in a good workmanship like mannerWe have established all insurance companies involved inspected and approved of the mitigation work completed by Real ProReal Pro's Corporate Attorney and administrators have reached out again to the HOA's attorney, as the attorney for the HOA has instructed all communications should be through herBoth parties are attempting to come to a settlement agreement for the current outstanding invoicesPerhaps the best manner for this customer to proceed is to contact the HOAExplain that she feels she is paying more then her part for the services rendered and the HOA should make payment to her for what she feels is correctTo date, the HOA has made no payment for the services rendered on this unit by Real ProIf the customer would like us to provide a copy of the current invoice on this unit we can do soWe can also provide any copy of the customers contract, and the HOA contract for the unitIt seems the best way to come to a conclusion on this dispute is to involve all parties involvedMight we suggest this path to work together

We are unsure of what you are asking for. The insurance evaluated and paid the Real Pro invoice. The insurance approved the invoice after they agreed the documentation provided was substantiated. The insurance evaluated the invoice, the documentation, and agreed that Real Pro's invoice was a true and accurate fair value invoice for the work completed. You are stating we invoiced bogus charges, but the insurance company agrees with Real Pro's evaluation. We are confused how it is possible the you have not received an invoice, but state there are bogus charges on the invoice.The HOA has stated that the homeowners are responsible for the charges dealing with the remaining outstanding balance. The condo owner, or customer is stating the HOA is responsible. The work of the mitigation is not in question. Real Pro completed its contract. Is Real Pro supposed to pay for emergency services rendered to this condo?Real Pro's contract is clear. This is a mitigation contract. This is not a repair contract. Yes Real Pro received the funds you state. However, Real Pro's mitigation contract still has an outstanding balance. Real Pro did not receive funds for a Repair. Real Pro received a payment towards the Balance of Mitigation. We understand the insurance may have given their insured X amount of funds. We are not sure how you would like to settle this. If we refund this $2k, the balance owed to Real Pro grows by this amount. Then what do we do with the remaining balance? If Real Pro agrees to pay this amount back to this customer, will Real Pro then be paid for the work completed by Real Pro? This seems like unnecessary transactions. It simply seems like the HOA and the condo owner are pointing fingers. Do you have any documentation showing what the HOA is responsible vs the condo owner in this property? Real Pro was called to perform a service, and help people who had water penetrating their property. Real Pro contracted and then completed the services of that contract. Now It feels like Real Pro should not be paid for the services completed. We are unsure of the reason of this. might we suggest, gathering a copy of the lease, and the HOA guidelines on who is responsible for what costs, so Real Pro can correct any errors if there has been one made.

We take these matters very seriously. However, we have no record or recollection of any experience fitting your story and description, nor can we verify anything about your identity from your Report, which appears to have just been created for the purpose of disparaging our trusted and honest...

business. Real Pro does complete all mitigations with Zero down, and payments are received after only after completion. This report has been made 9 months after the stated date, and 60 days after Real Pro has gone to a non-operating business status. Which would make it impossible for any warranty to be given. Detailed invoices are given to every customer. Our billing practices and terms are accepted prior to commencing work per our contracts. If work had not completed we do not understand why someone would have paid, what they claim to be the entire amount owed, weeks after the stated start date. We could continue with more information to rebuttal such claims made in this report, but we truly desire to handle complaints first hand with the individual to ensure the best resolution. Please contact Real Pro via email at [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I never once recieved an invoice from Real Pro, what I was referencing was the one I saw that they submitted to my insurance, which my insurance gave me a copy of.  AFTER the check had been cut.  Again, I am letting go of the charges that don't pertain to my unit that my insurance didn't catch (i.e. precautions for birds which I do not own but my neighbor does, and another unit owners name on my invoice as well, charging for appliance cleaning when none of my appliances were affected, emergency call which I did not make).  You were compensated for the mitigation.  As I have stated over and over, the repairs (not completed) that the insurance paid that was part of the original check is what I want back.  I still have concrete floor that my insurance check was supposed to cover getting new flooring.  I have spoken to the HOA about these other charges you mentioned.  They said nothing is labelled by unit.  There's no way to tell who they are billing for, and again, you have been compensated by my insurance company for the mitigation on my unit.  Especially billing for things that do not pertain to me, so again, I just need the repair money back.  I still cannot fathom how this company gets away with this. I know I am not the only one.   ]
Regards,
[redacted]

We take these matters very seriously. Please contact Real Pro Headquarters at ###-###-#### or via email at [email protected] The work Real Pro Completed on this project was for Emergency services. The work was performed, inspected by this individuals insurance company, and the...

insurance company agreed to pay Real Pro for the services rendered and completed. Real Pro uses a 3rd party estimating software, approved by the insurance to estimate the costs of emergency services. These prices are not set by Real Pro, but by a software that the insurance community accepts as fair market value. The software sets a price on each task per zip code completed, and does so independently from the contractor or insurance companies influence. Real Pro also submitted: Attendance logs, task logs, equipment inventories, equipment maps, equipment drying logs, photos graphs, and videos of the project start to finish. This in combination with the independent invoicing made it simple for the customers insurance company conclude the work was done properly and completed. The payment Real Pro received was for work previously completed, and Not to complete a future repair. Real Pro has gone to great lengths to be very transparent in the contracts and steps of water damage cleanup. The contract states very clearly what it is, and what Real Pro was to do. The contract even goes further to state what the contract is not, specifically stating, "This is  NOT a repair contract", in a bold box across the top of the contract. Real Pro gives our customers the option to use another contractor on the repair by separating the emergency cleanup from the repairs. Contract #1 - "authority to mitigate" is the contract this customer signed, and Real Pro completed. Contract #3 "Contract for Repairs" is the contract this customer did not sign, nor engage. If this customer would like to engage a Repair contract with Real Pro, please contact us. As to a refund for said bogus charges, the insurance company agreed to a fair market price for the work completed and paid Real Pro accordingly. The insurance company and Real Pro have agreed to a legitimate invoice.Real Pro was hired to contain further damages in this condo. Real Pro contained the damages. The insurance company agreed Real Pro completed the services. The insurance company agreed to a fair market value of the services rendered, based on a 3rd party pricing system. The insurance company paid Real Pro.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I consider this complaint resolved.
Regards,
[redacted]