Sante Restoration

Complaint ID#:
...



9988098


Company Name:


Servpro Of Bloomfield / Enfield


Company Contact Name:


**No Response**


Company Contact Phone:


###-###-####


Company Contact Email:


[email protected]


Consumer's Name:


Ann-Marie Salmon


Revdex.com Staff Member (if you know):


Maureen Shea


Complaint Information:


RESPONSE TO COMPLAINT: Since we handle the liability, coordination, oversee the work and resolve issues, our subcontractor invoices are proprietary. However, the delta between the two amounts is approximately $200.00. The first invoice was $800.00. Unbeknownst to us, the sub-contractor employee took a collection from Ann-Marie, the homeowner, and did not inform his boss, the owner of the duct-cleaning company. Upon communication with Ann-Marie, she had mentioned to us that she had given a check to the employee of the duct-cleaning company, We then contacted the owner of the duct-cleaning company, and the owner reduced his bill by the correct amount and the rest of the amount was reduced as a courtesy by him.


Sent on:


4/17/2014 4:15:49 PM

Complaint: 9988098
I am rejecting this response because:
I have an issue with a company  telling a consumer that an invoice which outlines details to services rendered is "proprietary" an unacceptable business practice. How do I know what I actually paid for? The original bill was for $800 (which was for 2 hours of work with no soot being found). This seems excessive given the extent of the job, especially when original verbal estimate was for $300-$500.
Now the company is saying he took $200 off the original bill as a "courtesy".
I doubt this issue will be resolved, but I want it to go on record that my perception is that there are unfair business practices being followed by this company. Not only will I not do business with them in the future but I will not be recommending them to others.
Sincerely,
Ann-marie Salmon

Review: My wife and I engaged Servpro Bloomfield Enfield. They billed us as Sante Restoration, LLC. We were looking for a service who could clean our newly purchased home and remove the cause of the strong pet odor (urine and fecal matter). The person to whom we spoke indicated that the work would be very hard and would include many hours or scrubbing with brushes and special cleansers to remove the cause of the odor. The cost was to be in the $3000.00 range. We placed a deposit of $500.00. On the date specified, 6/27/13, a crew of three people arrived at the home we just purchased in Hartford. My wife was asked to pay in full prior to beginning. She paid in full an additional $2800. After two hours of cleaning and mopping with your special orange cleanser, they announced they were done and were leaving an Ozone machine to clean the air. After seeing the result of the work, and having little effect on the odor, I called and asked that a crew come back to finish the job. [redacted] and [redacted] met me at the house on Monday 7/1/13 at 8:00 a.m. and arrived only with a bucket, orange cleanser, mop, and shop vac. They mopped the floor and after about an hour announced they were done. I walked around the basement and pointed out many placed where I could remove fecal matter from the surface of the cement floor just by rubbing my shoe over it. I showed them sticky residue areas that were smelling like cat urine and I asked them to get scrub brushes and return and scrub the areas where there was still offensive urine and fecal matter. I left my house at 9:00 a.m. At 10:00 a.m. I contacted crew leader who said they just returned back to their shop after scrubbing with a brush. So less than two hours later they left and again, said they were done. When I arrived at the home the evening of 7/1/13, I walked around the basement and was horrified to find many areas of cat urine residue, and fecal matter that had still not been removed. The smell is just as bad as it is when they started.

Product_Or_Service: Cleaning of odor causing urine and fecal matter.

Order_Number: n/a

Account_Number: n/a

Desired Settlement: DesiredSettlementID: Refund

I would like to pay them for the 10 man hours they spent, 4 gallons of their special orange cleaner, and ask them not to return. I am willing to pay no more than $500 for this terrible service and be done. We essetially paid $3300 for a couple of young men to do a terrible mop job. I would like it known to the public that this company does not provide a good value for your money and cannot be trusted.

Business

Response:

Business Response /* (1000, 5, 2013/07/12) */

The initial verbal agreement over the phone with our company and customer was to accept the work and provided her with an industry minimum and maximum price based similar type work performed. Once coming on site it allowed us an opportunity to provide a more accurate cost for completing the job. In this case, we recognized this job for being more entailed that originally mentioned over the phone. Therefore we (us & customer) came to a mutual agreement to incorporate those additional areas by treating them with our air purification system.

However, the issue was raised that there was no guarantee that the odor would be 100% removed but that it would be better than the present condition. We recognized this job to be a difficult due to location of the infected area, length of time the area had been infected and the fact of the infected surfaces being porous.

Our team went through the infected premises twice to assure that all that could be done was done. The was no additional charge incurred to you for the second cleaning and deodorizing as we work hard to keep out customers satisfied. Surprisingly, a strong request was made to our team insisting that we not return to the job site.

If there was any level of dissatisfaction on your behalf there was no means of our team to rectify it after the aforementioned request to not return was made. In addition, our team did reiterate to you prior to starting the job that there was no 100% guarantee that the odor and/or stains would be 100% removed since it had several months if not years of settling into the porous surface. In fact, we even provided a courtesy discount from the agreed upon price.

I believe our team was professional and forthright with you and your wife pertaining to the issues associated this job. We are a small family owned independent franchise with limited financial resources. However due to goodwill and good business relationship we are willing to settle this at $3000.00.