ServceMaster DSI Reviews (%countItem)
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Address: 6537 W Independence Dr, Springfield, Missouri, United States, 65802-5986
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We had some damage on our roof; we called our insurance company ***, they sent out adjusters. They sent Service Master Restore. When they came to the house, they asked my husband to sign a tablet, which they said only gave them permission to come on the property and assess the damage. They went up into attic (my husband went with them). They found went insulation. They set up fans. They pulled wet insulation out. The older service person came by the next day, and took pictures of the roof. They charged us without us knowing for a late fee. They asked if they could come after 5 p.m. but they didn't tell us there would be a late fee. We were charged for the following: late fee, placing the fan, removing insulation. I paid them $385.78. They did not replace any roofing, my husband did that.
We received this assignment from *** on October 23, 2017 at 4:43 Pm. While customers often get us confused as Adjusters, we are not adjusters, we are actual contractors, who have an agreement with *** to remediate and restore their customer’s damages accordingly. Part of our contractual obligation includes contacting the customer immediately and also responding within a time period of four hours. Lastly, all work completed on any *** assignment has to be approved by ***.
Regarding Mr. and Mrs. assignment, we fulfilled both of the above stated requirements as set forth by ***. On arrival at the *** premises, , we have to obtain a work authorization, allowing us on the property, another requirement. We obtained the authorization from Mr.. We proceeded into the point of origin of the loss as directed by the Mr.. Once we discovered the affected area of the home, with Mr., we advised what needed to be done to resolve the water issue and dry his property accordingly. Mr. agreed and did not at anytime object to our process of drying out the residence. Work authorization documentation attached.
Also as directed by ***, we performed an inspection of the roof, which is a routine process when this type of assignment is received, to rule out or determine the cause of the water intrusion. Our Project Manager inspected the entire roof and, as instructed, sent photographs into *** for review. As part of the *** program, we perform the inspection of the roof, and we forward photographs into the *** handling adjuster, he or she will then advise what to do. In this scenario, the damage discovered was below Mr. and Mrs. $2000.00 deductible. Thus, typically, when a customer has damage below their deductible, there is no work required on our part. Photos are attached as documentation.
The invoice for $385.78 is for water mitigation services that were required at the time of our arrival in order to dry the residence. This amount was also reviewed by *** and Quality approved on October 27,2017 by ***, the *** adjuster. This amount was also below Mr. and Mrs. deductible. Thus , the reason they were invoiced versus ***. The prices used in determining cost of services, is a price list which is sent to us by ***. The signoff as required by ***, is a certificate of satisfaction signed by the customer. Mr. and Mrs.’ certificate of satisfaction is attached.
The late fee or after hours charge, is a charge *** allows due to the requirement of responding to any loss received after normal working hours. However, in the case we would be willing to remove our after hours fee on this assignment.
I accept the late fee adjustment that you offered. I would also like an adjustment on the hourly fee for a total refund of $206.73.
The adjustment for the service call is a difference of $56.00. We agreed to remove the after hours service call. The standard service call still applies. All other charges are routine and prices are supplied by your insurance company as normal charges for the work. Tell us why here...
Complaint: ***
I am rejecting this response because:
The late fee/after hour charge I was given was $167.92. I was told that this charge would be removed and I would be given that money refunded. I just want the $167.92 refunded and for this issue to be resolved and over.
Sincerely,
*** &
The two service call charges supplied to us by *** are $167.88 for Emergency Service call AFTER HOURS. The other charge is Emergency Service call during business hours for $111.92. We have agreed to deduct the after hours service call charge for a normal service call charge. We did make a Emergency Service call to your residence after hours. However, we are agreeing to charge the normal service call. This is a charge that all insurance companies have approved.
Again, we have an actual contractual agreement with ***, when a loss is referred to us, we have to respond within a specified amount of time. These service call charges are allowed for such response time. Tell us why here...