Restoration 1 Louisville

From: [redacted] Date: Wed, Jan 11, at 2:PM Subject: Response to Mr [redacted] 's Complaint (ID # [redacted] ) Dear Revdex.com, My company was contacted by Mr [redacted] on 9/27/for a significant water loss at a rental property of his in Louisville, KY We arrived at the rental property at approximately 11:30PM on 9/27/ After evaluating the water damages (spaces/rooms on the 2nd floor, spaces/rooms on the 1st floor and spaces/rooms in the basement), we assured Mr [redacted] that we could dry out his property As we reviewed our work authorization contract, we shared with him that we work directly for him, not the insurance company but we speak and coordinate with the insurance company on his behalf in regards to the claim We also shared that, as our customer, he is responsible for the payment for services rendered that are not covered by his insurance and that’s also spelled out in our work authorization contract Mr [redacted] ’s then signed the work authorization contract and some additional paperwork necessary for us to begin work on his property (paper and not electronically as Mr [redacted] stated in his complaint) Mr [redacted] mentioned that we never provided an “estimate” which is accurate as by their very nature, emergency losses have to be addressed immediately A full breakdown of the claim was submitted after the completion of the work (10/5/16) as this is a common practice with emergency restoration and mitigation jobs The only times we provide an estimate up front are for cash and/or non-emergency jobs which wasn’t the case for Mr [redacted] My company/team was at Mr [redacted] ’s rental property from 9/28/-10/3/due to the extensive nature and total number of spaces/rooms impacted by his water loss During that time, Mr [redacted] was provided copies of the paperwork that was covered and signed during the initial visit on 9/27/ I think it’s fair to say that our timely and thorough dry out minimized secondary damages and rebuild costs In terms of our claims estimates and billing, we work with an outside company that uses an industry accepted platform to accurately capture the entire scope of the work done which I double check before it’s submitted to the insurance company Since we’ve been open for business, this is the first time we have had to bill the property owner/customer for any remaining amount owed because of an unreasonable settlement offered by the insurance company In terms of what the insurance company did pay, Mr [redacted] was mailed a partial payment by the insurance company for our work in the first part of October I talked with Mr [redacted] during that time and he shared that the insurance company said not to cash the check I found out later that the check was cashed and Mr [redacted] finally wrote me a personal check for that partial payment on 11/18/which we received a couple of days later After unsuccessfully coming to an equitable settlement with the insurance company on the claim over approximately days ($3,difference), I contacted Mr [redacted] after Thanksgiving During that conversation, I shared with him that I would be mailing him a bill for the final amount owed which I reduced by $as a gesture of goodwill The bill for $was mailed to Mr [redacted] on 11/25/ I followed up weekly with phone calls and he didn’t respond until 12/20/ On that date, Mr [redacted] said he needed copies of the original signed paperwork again I dropped those copies and another bill for $for Mr [redacted] on 12/20/and the enclosed bill stated that the $owed was past due and needed to be paid immediately On 1/5/17, I sent Mr [redacted] a final demand payment letter via certified mail I also talked with Mr [redacted] on 1/5/and shared that the final demand payment was mailed and that if we didn’t receive the payment by 1/16/17, we would be forced to take legal action to collect the full amount owed I find it interesting that Mr [redacted] files a complaint with the Revdex.com the very same day (1/5/17) and over months after the work was completed From my company’s standpoint, I think we’ve been very patient and professional in our efforts to collect on completed work and only after many calls and bills, did we take the next step with the final demand payment Thank you for the opportunity to respond Please don’t hesitate to let me know if you have any questions or need anything elseBest Regards, [redacted] President, Restoration of Louisville Cell: ###-###-#### E-mail: [redacted]

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
[First of all, Mr.***s summary given here is mostly inaccurateMr*** or his representative did not go over the details as he described hereThey basically told me what I am signing is giving consent to deal with the insurance company...nothing elseIn the mean time I contacted the instance company and got the authorizationHere is the core issue with my complaintIt is an over billing and the explanation given by the insurance adjuster is Mr.*** used extra large equipment while this particular job requires only small equipmentEven then the insurance calculated payment amount based on large equipment and Mr.*** is asking for the differenceThe insurance adjuster stated they used industry standards to come up with amount due to Restoration In all fairness, as a customer I don't have to bear the blunt of this situationIt was the company's decision to use oversized equipment and I did not benefit from that.I do understand that business has to make reasonable profit to operate but over billing for whatever reason is not a goog business practice.Now, back to some of the inaccurate assertionMr.*** DID NOT provide me with a contract copy until I asked for it couple of weeks agoA lady with him said they will send me one and they never didMr*** or his representative never explained anything as he stated aboveIt is all fabrication...or that is how it should have happened but reality entirely different.He states I received partial payment from the insuranceyes that correct but the adjuster told me not to do anything with the check and he will send me a check for the full amount once it is finalLater he changed his mind and told me he will send a check for the difference and that is the time I cashed the check and gave the funds to Mr.***.As for the estimate, the contract he asked me to sign has the clause of giving estimate to the customers and he did not provide me with oneHe violated his own contract clause at the same time asking me to comply with another clause in the contract which benefits him- which is the payment part.How it can be like that? Contract terms and conditions are applicable to the contractor and the customer the same way.He cannot pick and chose what is beneficial to him.My issue is with over billingHad he given me the estimate as stipulated in his own company contract this type of situation would not have arisenIt is Mr***'s failure to follow proper business protocol created this unfortunate situation and unfairly trying to penelize meThe insurance company strongly feels ( I had several conversations with them) it is over billing and the problem is again the size of the equipment he used to address the situationSmall equip vs extra large and the price difference resulted from that is at the heart of the issueI should not be held liable for Mr.***s failure to employ what was ONLY necessary to mitigate the damage rather than utilizing oversized equipment to get more money or whatever.One final note, I am grateful for the help I received from Mr***'s company during the water damage situation and I really appreciate that.
Regards,
*** ***

From: [redacted] Date: Wed, Jan 11, 2017 at 2:18 PM Subject: Response to Mr. [redacted]'s Complaint (ID # [redacted]) Dear Revdex.com, My company was contacted by Mr. [redacted] on 9/27/16 for a significant water loss at a rental property of his in Louisville, KY.  We arrived at...

the rental property at approximately 11:30PM on 9/27/16.  After evaluating the water damages (5 spaces/rooms on the 2nd floor, 5 spaces/rooms on the 1st floor and 3 spaces/rooms in the basement), we assured Mr. [redacted] that we could dry out his property.  As we reviewed our work authorization contract, we shared with him that we work directly for him, not the insurance company but we speak and coordinate with the insurance company on his behalf in regards to the claim.  We also shared that, as our customer, he is responsible for the payment for services rendered that are not covered by his insurance and that’s also spelled out in our work authorization contract.  Mr. [redacted]’s then signed the work authorization contract and some additional paperwork necessary for us to begin work on his property (paper and not electronically as Mr. [redacted] stated in his complaint).  Mr. [redacted] mentioned that we never provided an “estimate” which is accurate as by their very nature, emergency losses have to be addressed immediately.  A full breakdown of the claim was submitted after the completion of the work (10/5/16) as this is a common practice with emergency restoration and mitigation jobs.  The only times we provide an estimate up front are for cash and/or non-emergency jobs which  wasn’t the case for Mr. [redacted]. My company/team was at Mr. [redacted]’s rental property from 9/28/16 -10/3/16 due to the extensive nature and total number of 13 spaces/rooms impacted by his water loss.  During that time, Mr. [redacted] was provided copies of the paperwork that was covered and signed during the initial visit on 9/27/16.  I think it’s fair to say that our timely and thorough dry out minimized secondary damages and rebuild costs.  In terms of our claims estimates and billing, we work with an outside company that uses an industry accepted platform to accurately capture the entire scope of the work done which I double check before it’s submitted to the insurance company.  Since we’ve been open for business, this is the first time we have had to bill the property owner/customer for any remaining amount owed because of an unreasonable settlement offered by the insurance company.  In terms of what the insurance company did pay, Mr. [redacted] was mailed a partial payment by the insurance company for our work in the first part of October.  I talked with Mr. [redacted] during that time and he shared that the insurance company said not to cash the check.  I found out later that the check was cashed and Mr. [redacted] finally wrote me a personal check for that partial payment on 11/18/16 which we received a couple of days later.  After unsuccessfully coming to an equitable settlement with the insurance company on the claim over approximately 45 days ($3,042.81 difference), I contacted Mr. [redacted] after Thanksgiving 2016.  During that conversation, I shared with him that I would be mailing him a bill for the final amount owed which I reduced by $542.81 as a gesture of goodwill.  The bill for $2500 was mailed to Mr. [redacted] on 11/25/16.  I followed up weekly with phone calls and he didn’t respond until 12/20/16.  On that date, Mr. [redacted] said he needed copies of the original signed paperwork again.  I dropped those copies and another bill for $2500 for Mr. [redacted] on 12/20/16 and the enclosed bill stated that the $2500 owed was past due and needed to be paid immediately.  On 1/5/17, I sent Mr. [redacted] a final demand payment letter via certified mail.  I also talked with Mr. [redacted] on 1/5/17 and shared that the final demand payment was mailed and that if we didn’t receive the payment by 1/16/17, we would be forced to take legal action to collect the full amount owed.  I find it interesting that Mr. [redacted] files a complaint with the Revdex.com the very same day (1/5/17) and over 3 months after the work was completed.  From my company’s standpoint, I think we’ve been very patient and professional in our efforts to collect on completed work and only after many calls and bills, did we take the next step with the final demand payment.  Thank you for the opportunity to respond.  Please don’t hesitate to let me know if you have any questions or need anything else. Best Regards, [redacted] President, Restoration 1 of Louisville Cell: ###-###-#### E-mail: [redacted]