Complaint: [redacted]
I am rejecting this response because: The owner is incorrect in his account. I made two phone calls, one early in the morning and one at 4pm, which is still within business hours. I remember very clearly speaking to someone who said that they would be able to come out soon, and they came out at 6pm. I never left a voicemail, so if the owner has a recording then let him produce it. That is clearly false. No one had made us aware that they first of all charged for coming out, and second that they were charging it as an after hours call. Again, the crew that came out and spoke with my husband specifically said they would not charge us. The owner owes us a refund for the $205.
Sincerely,
[redacted]
This letter is in response to the complaint filed against our company by [redacted] on January 30, 2017. The customer's statement is not accurate as to the circumstances surrounding the service call we made to their property at around 6 pm on January 9, 2017. The customer contacted us with...
water damage from an ice dam. She was informed that we could not come inspect the job, as we had a record number of emergency calls that week from the ice dam problems the Treasure Valley was experiencing. She was told that we could probably get a crew to her house later in the afternoon to begin emergency mitigation work, but not sure what time. She called again, later in the day, makingsure we were going to get a crew to her home that afternoon. She was told we thought so, but still couldn't give a time. Then at 5:03 PM she called again, and was put through to our after hours call center, because she chose the option on our answering service indicating the issue was a property damage emergency. Her message through the answering service again was a question about whether we were going to make it to her house that day. Our crew was just wrapping up a series of emergencies that day, and was preparing to head to her home at the time of the call. The crew lead called and let them know they were on the way. When they arrived, [redacted] husband met our crew, and showed them the issue in the home. He then let them know that they weren't going to have our company do anything at this time, and wanted to wait for their insurance adjuster to look at the home. A week or two went by, and one of my crew members that had responded that night received a call from the homeowner letting him know that the adjuster was coming out to meet them, and asked if he could be there at the meeting. Once I was made aware of the call, I called and left a voicemail askingif they were going to have us do the mitigation work. Ifnot, I was going to go ahead and invoice for the service call. I received a call back later that day, and the homeowner was upset. She asked why they would get a bill when we didn't do any work. I responded by saying she had called us 3 times that day, including on our after hours emergency line, each time being very adamant that we respond that day with a crew. I will never send a crew of workers to a job, especially after hours, without at minimum billing a service call. I gave her a similar example of a service plumber will not come to your house after hours without billing a service call. She got very upset, and demanded to speak with the manager. She was informed that she was speaking with the owner, and as she had been told previously, we have a record number of emergency calls, and will get a crew to her home as soon as possible, but that will generate an emergency service call every time, without exception. She remained very upset, and handed the phone to her husband. He got on the phone and the first words out of his mouth were "you are a [redacted]. I will not give you any money you [redacted]." At that point he was told that an invoice would be coming, and the call was terminated. An invoice was sent to the customer for $205, which was paid via certified mail by the homeowners. There will be no refund, as none is warranted. Restoration Pro went out of its way to accommodate the homeowner in this situation, and feels no need to apologize for anything related to this incident.Matthew E[redacted]
Complaint: [redacted]
I am rejecting this response because: The owner is incorrect in his account. I made two phone calls, one early in the morning and one at 4pm, which is still within business hours. I remember very clearly speaking to someone who said that they would be able to come out soon, and they came out at 6pm. I never left a voicemail, so if the owner has a recording then let him produce it. That is clearly false. No one had made us aware that they first of all charged for coming out, and second that they were charging it as an after hours call. Again, the crew that came out and spoke with my husband specifically said they would not charge us. The owner owes us a refund for the $205.
Sincerely,
[redacted]
This letter is in response to the complaint filed against our company by [redacted] on January 30, 2017. The customer's statement is not accurate as to the circumstances surrounding the service call we made to their property at around 6 pm on January 9, 2017. The customer contacted us with...
water damage from an ice dam. She was informed that we could not come inspect the job, as we had a record number of emergency calls that week from the ice dam problems the Treasure Valley was experiencing. She was told that we could probably get a crew to her house later in the afternoon to begin emergency mitigation work, but not sure what time. She called again, later in the day, makingsure we were going to get a crew to her home that afternoon. She was told we thought so, but still couldn't give a time. Then at 5:03 PM she called again, and was put through to our after hours call center, because she chose the option on our answering service indicating the issue was a property damage emergency. Her message through the answering service again was a question about whether we were going to make it to her house that day. Our crew was just wrapping up a series of emergencies that day, and was preparing to head to her home at the time of the call. The crew lead called and let them know they were on the way. When they arrived, [redacted] husband met our crew, and showed them the issue in the home. He then let them know that they weren't going to have our company do anything at this time, and wanted to wait for their insurance adjuster to look at the home. A week or two went by, and one of my crew members that had responded that night received a call from the homeowner letting him know that the adjuster was coming out to meet them, and asked if he could be there at the meeting. Once I was made aware of the call, I called and left a voicemail askingif they were going to have us do the mitigation work. Ifnot, I was going to go ahead and invoice for the service call. I received a call back later that day, and the homeowner was upset. She asked why they would get a bill when we didn't do any work. I responded by saying she had called us 3 times that day, including on our after hours emergency line, each time being very adamant that we respond that day with a crew. I will never send a crew of workers to a job, especially after hours, without at minimum billing a service call. I gave her a similar example of a service plumber will not come to your house after hours without billing a service call. She got very upset, and demanded to speak with the manager. She was informed that she was speaking with the owner, and as she had been told previously, we have a record number of emergency calls, and will get a crew to her home as soon as possible, but that will generate an emergency service call every time, without exception. She remained very upset, and handed the phone to her husband. He got on the phone and the first words out of his mouth were "you are a [redacted]. I will not give you any money you [redacted]." At that point he was told that an invoice would be coming, and the call was terminated. An invoice was sent to the customer for $205, which was paid via certified mail by the homeowners. There will be no refund, as none is warranted. Restoration Pro went out of its way to accommodate the homeowner in this situation, and feels no need to apologize for anything related to this incident.Matthew E[redacted]