Restoration Professionals

The customer can dispute the amount of water all day longWe have science and known conversation rates, not to mention decades of experience in the businessThe dehumidifier simply could not put gallons of water into her subfloor in the amount of time it was sitting thereNow if the dehumidifier were tampered with or if her renter moved it and something else happened, perhapsBut neither us nor Tania were able to observe what was happening in those hoursAnd because she refused our company the opportunity to investigate the damage and what caused it, all we have to go off of is her word and the word of a competing contractor trying to get her business.The customer can take offense to whatever she would like toThe bottom-line is that she is looking for something freeHer own words betray her intentWhat amount, other than nothing, was the customer willing to pay? You’ll notice she only complains about the size of the discount and doesn’t state what she’d actually be willing to payWe did not charge her for the return trip to her house to fix the equipmentWe did not charge her for monitoring the equipment additional daysWe did not charge her for the equipment at allThe only charge was the emergency response fee and our technician's initial time at her house, where he did additional work not described thus farHer initial starting point in negotiating was that she would pay nothing and we’d be grateful that she doesn’t sue us for “damaging” her floorWe have asked for and been denied a copy of the phone recordings she claims she has In closing, we are only asking to be fairly compensated for the time put into this job

I am rejecting this response because: I have no problem paying for charges that are appropriate This isn’t a money issue This is an issue with padding a bill and up-charging and lying about the hours that were actually worked at our job site Every time we have a conversation or email response from this group the information has changed Read both responses, they have completely different informationIn response to the hourly chargesI was told I was getting a free estimate by Nick Some companies charge for this initial visit You can’t include that in billed hours When Nick came out on the 12th, it was not hours of work on site that day I have Ring Cameras and a home monitoring system that documented when they came and when they left Nick didn’t come out to my property on the 16thNo one did, they texted me about coming out and then asked if they could come out on the 17th instead and were here for less then an hour picking up fans When I spoke to them about the number of hours that we were being billed for, I was told I was being charged for driving to and from their office, and ‘maybe traffic.’ It wasn’t their fault that their office was located in StPaul and that the internet listed them minutes from my house The bid lacks consistency and accuracy I shouldn’t be charged for them putting a bid together, or traffic I should be charged for the hours of work they actually performed at my house

The customer in this case explains the context of the dispute accurately, namely that she did have water in one of her rental units, that our company was brought out to dry the affected area, and that one piece of our equipment did not function as intendedThat is all accurateWhere she veers into fiction is what happened afterwardsFor starters, our unit would not physically be able to add the amount of water described by the customer to her floorThose dehumidifiers simply do not convert moisture at that rateA malfunctioning dehumidifier cannot cause “extensive damage” to a home in hoursMost likely (and this is what she was told at the time) the additional water under the floor came in with the rest of the rainsWe were unable to find out for sure as she did not inform us of this issue in a timely manner and did not allow us to come out and inspectAlso, her renter signed our billed as the job being completeAsk yourself for a moment the following: if I hire a company to come out and dry up water, even as a renter would you let them pick up their equipment and sign a bill if there were a large puddle remaining? Frankly, there is no evidence that this additional water loss has anything to do with our companySecondly, the customer mentioned to our employee not to worry about the floor as it was being replaced anywaysI will leave the obvious connection here up to youLastly, the customer was offered a sizable discount for her trouble as well as for the equipment not functioning as it shouldThe customer has refused to resolve this dispute, has threatened lawsuits and even claimed to record telephone conversations without our knowledgeShe was abusive and dismissive of our Finance Manager (whom she keeps referring to as HR) and Tania even spoke with the owner, Ed, over the phoneWe have always done everything in our power to make sure our customers are happy and well taken care ofAnd while there was one malfunctioning piece of equipment, we did not charge her for itWe feel that we provided the service, offered a discount for the one issue encountered and have attempted to negotiate in good faithTania is looking for something free

In response to the complaint you received from [redacted] , we submit the following information: In June 2017, Ms [redacted] submitted a very similar complaint to Angie’s List under the name of Ms [redacted] Attached is a copy of our response to that claimMs [redacted] (aka Ms [redacted] ) previously disputed the charges incurred based on workmanshipMs [redacted] asserted that her billing should be reduced based on allegations that her carpet pad was removed and disposed of unnecessarilyMs [redacted] stated that she believed the purpose of the carpet pad was to act as a sponge to catch the water so the pad didn’t need to be removedWe followed the appropriate course of action as recommended by the IICRC in removing the pad to prevent future microbial growth As Ms [redacted] ’s revised complaint states, Restoration Professionals arrived “promptly” to her propertyRestoration Professionals performed the work in a timely, efficient mannerMs [redacted] was not over charged for labor incurred and was not charged for ten hours of drive time as she is assertingShe was charged under a time/material basis to keep the costs lowMs [redacted] states that she was quoted approximately $1,at the onset of the claim when Restoration Professionals arrived at her propertyShe did not dispute this amount at that time and approved our company facilitating mitigation servicesThe final invoice was $1, Ms [redacted] was charged for the services received under our Value Restoration Pricing guidelinesWe use this pricing for claims that become the sole responsibility of the property ownerRestoration Professionals waived applicable trip charges for every trip made to her property and included only one trip charge on the invoiceAdditionally, Restoration Professionals offered a 10% discount of $which is more than simply waiving the $trip charge Restoration Professionals stands by our invoice and wishes to collect the remaining balance due