ServiceMaster by Snohomish Restoration Services

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] April 20, I appreciate the reply from Mr [redacted] *** Everything I presented previously is true and factual Mr [redacted] “rebuttal” contains several untruths I will answer item by item April 9, 2015RE: [redacted] Dear Madam/Sir:We are truly sorry that Mr [redacted] feels ServiceMaster did not address his concerns to his expectationsWe certainly do not believe we were rude, disrespectful, or “threatening” in all our conversations and communications with Mr [redacted] as indicated in his written complaintThe woman identified as “***” was repeatedly rude She never let me complete a sentence, and on one occasion spoke angrily and hung up We do apologize for giving this impression if he truly believes this is the case We always seek to be polite and respectful with all customers and business associates even when there is disagreement on any matter [redacted] does not listen attentively, is abrupt, and quite impolite.The following is an account of events responding to Mr [redacted] ’s concerns as expressed in his written complaintMr [redacted] account contains multiple inaccuracies.1/6/14-Mr [redacted] signed our contract as presentedThere was no mention of any limitation as to his financial responsibilityWe performed residential cleaning service for the location of [redacted] Yakima, WA and we invoiced him $1,for these services on 1/31/ Mr [redacted] repeatedly affirmed that my responsibility was $750, and that he had forgotten to send an invoice to me The Work Authorization document did not contain a price for the services My specific address mailing address was at the top of the document, and Mr [redacted] knew that I did not reside at [redacted] ***He had my cell phone # as well.4/6/14- [redacted] in our Yakima area office, sent the invoice to the job site address of [redacted] Yakima, WA on 4/6/We apologize for the delay in submitting the invoiceIt was entirely our mistake Mr [redacted] told me twice that an invoice was sent to [redacted] at the job site address for her portion of the work, and that he had forgotten to send me an invoice for my portion of the workPerhaps he lied Perhaps someone else employed by ServiceMaster is lying.6/26/14-We received a credit card payment of $from Mr [redacted] and applied this payment promptly to his accountThis was only after I contacted Mr [redacted] on two separate occasions as clearly described in my complaintAs previously explained, I insisted on giving him my bank card number 9/16/14-We were not aware of any legal dispute between Mr& Ms [redacted] and we had not heard from the [redacted] ’s for some time [redacted] , our office administrative assistant, contacted the [redacted] ’s for payment on 9/16/ I was not contacted on 9/16/ There is a legal agreement, of which Mr [redacted] is aware, that says that we share expenses equallyIt is not a dispute9/30/-There was no response from the Mr [redacted] so [redacted] called him again regarding payment of $The phone was disconnectedMy phone has not been disconnected What number did she dial? [redacted] had my contact information including my phone numberI did not receive a call from [redacted] 1/12/15-Since we did not have a valid phone number nor did we have any information on the customer’s whereabouts, we contacted the [redacted] ’s realtor for information on how to contact Mr& Ms [redacted] The realtor provided us with a current address My address was at the top of the Work Authorization document I signed January 6, 2014, and it has not changedI do not share an address with “Ms [redacted] ” [redacted] had my valid phone number Mr [redacted] claim of not having a valid phone number is false 1/16/15-We mailed a request for payment letter, a past due statement, and a copy of the signed contract to Mr [redacted] to the address provided by the [redacted] ’s realtorThere was no need to contact anyone since my address, at the top of the Work Authorization document, was unchangedMy account was not past due, as I had paid my share months months earlierThis was paid because I took the initiative to contact Mr [redacted] a second time re payment 1/27/15-Since we did not receive a response to our 1/16/correspondence and request for payment, we mailed another letter to Mr [redacted] requesting payment of the $balance by 2/10/to avoid further collection efforts per our credit policyMy account was not past due, as I had paid my share months months earlier 2/2/15- Mr [redacted] called our office and asked for the invoice stating he did receive our previous mailing but prefers to have an invoice rather that a statement***, our credit manager, assured Mr [redacted] that she would be happy to comply with his request, verified the address and mailed the requested invoiceAt that time Mr [redacted] asked [redacted] to contact his ex-wife and collect the remainder of $ [redacted] advised Mr [redacted] that we would prefer not to get involved in a marital dispute since our contract is only with Mr [redacted] Mr [redacted] stated that he only signed for $ [redacted] respectfully pointed out to Mr [redacted] that there is no indication of any financial responsibility limitation noted on the contract Therefore we would prefer that he arrange to have the remaining balance paid himself (but see comment below regarding ***’s conversation with Mrs [redacted] ) I explained to “***” that I had never received an invoice prior to making my payment In an attempt to clarify the situation for “***”, I asked for a copy of the invoice that had been sent to [redacted] She told me she was not authorized to send it to me.2/16/15- Since we still had not received payment, [redacted] again called Mr [redacted] and left a voice mailHe called the office and left a voice mail for Keshia, our receptionist, to send him an invoice [redacted] forwarded this message to ***I had made the same request for a copy of the above mentioned invoice to the Yakima office It was clear from dialog with Mr [redacted] that I had never been sent an invoice prior to contacting him twice, and insisting on giving him my bank card number at the time of the second contact on June 26, 2014.On 2/23/Mr [redacted] called and stated that he received the documents [redacted] sent to him but he wants me to add his wife's name to the invoice; they are in a divorce battle and he wants her to pay the $Mr [redacted] also asked that we change the invoice date to the actual service day providedMr [redacted] stated that the previous document we sent him was a statement However, he requested a document that showed his payment [redacted] informed Mr [redacted] that we cannot alter the invoice date [redacted] again respectfully reminded Mr [redacted] that he is the only person who signed our contract and we cannot get involved in a family dispute [redacted] advised Mr [redacted] that we have no alternative but to seek payment of the balance on his account from him [redacted] did ask him how he would like to payHe stated his wife should pay and that he has asked repeatedly for invoices [redacted] explained to Mr [redacted] that we mailed the invoice to the [redacted] ’s residence on 4/6/14, we mailed a statement to Mr [redacted] on 1/16/ This is not factualI am not in a divorce battleThere is a legal agreement regarding expenses at the job site Mr [redacted] was aware of this and I reminded him as wellService Master is not keeping its word, as given by [redacted] in January 2014, and is using bullying tactics to attempt to collect money from me that is owed to them by someone else We also mailed an invoice to Mr [redacted] on 2/2/ [redacted] advised Mr [redacted] that we have run out of options to submit documents to him [redacted] also advised Mr [redacted] that we will need to move forward with formal collections per our policy if we are not going to receive paymentMr [redacted] stated that he only signed the contract for $ [redacted] thanked Mr [redacted] for his time and the conversation was endedThis is untrueShe was very impolite.Regarding the copy of the invoice, the accounting invoice only shows the original total in the body of the invoice with all credits and payments shown as a consolidated figure on the bottom of the invoice (his $credit payment) The remaining balance ($750) is then shown as a net amount owed on the very bottom of the invoice An account statement does show the invoice and payment detailsThis is inconsistent with Mr [redacted] statement that he had billed [redacted] separately.Regarding Mrs [redacted] paying the balance of $owing, our credit manager, ***, did contact Ms [redacted] at Mr [redacted] ’s request and explained to her that Mr [redacted] asserted that she should pay the balance dueMrs [redacted] responded by asking “did we have anything in writing confirming that she was responsible to pay any portion of our invoice.” [redacted] stated that only Mr [redacted] signed our contract authorizing us to do the work Mrs [redacted] then responded that she would not pay and that we need to deal with Mr [redacted] regarding payment of our billIf this is true, then Ms [redacted] is not keeping her part of the legal agreement Here is the Work Authorization document [redacted] Again, we do not believe we were rude or disrespectful in our dealing with Mr [redacted] but do apologize if it came across that way to him We did check with our legal counsel about whether we could legally pursue collecting the balance due from Mrs [redacted] if their subsequent divorce settlement provided for suchWe were advised that even if this were the case, we have no legal right to pursue collecting from Mrs [redacted] since she did not sign our contract Respectfully [redacted] ***CFO/ParnterServiceMaster Professional Cleaning Attachments: PMT PACKET TO CUST .pdf

We are sorry but as stated before Ms [redacted] refuses to payand we do not have a written or verbal agreement with Ms [redacted] We attemptedto collect the balance from Ms [redacted] as instructed as a courtesyWe do havea written agreement with Mr [redacted] Please direct all questions to [redacted] our General ManagerHe can be reached at [redacted]

We will have the Manager contact the customer and make arrangements to issue a check for the items in question

Complaint: ***I am rejecting this response because: I have already refuted all of Service Masters claims I paid my half without ever being invoiced.Why did *** *** state on two occasions that *** *** *** had been invoiced? Why does he not return calls? I spoke recently with Mr*** *** of *** *** and he told me he had done a walk through of the work site with Mr*** *** Is was clear to Mr*** that *** *** intended to bill *** and me each separately for half of the work cost (even though I was never invoiced)He also told me that he had left two messages for *** *** to call him, and that Mr*** has not responded Has Service Maser forbid Mr*** to respond regarding the matter?Additionally, I thought there was a day limit in order to respond Why was Service Master allowed nearly weeks? Is this another example of Service master acting without integrity?Sincerely,*** ***

We are sorry but as stated before Ms. [redacted] refuses to payand we do not have a written or verbal agreement with Ms. [redacted]. We attemptedto collect the balance from Ms. [redacted] as instructed as a courtesy. We do havea written agreement with Mr. [redacted]. Please direct all questions to [redacted] our General Manager. He can be reached at [redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
April 20, 2015
I appreciate the reply from Mr. [redacted].  Everything I presented previously is true and factual.  Mr. [redacted] “rebuttal” contains several untruths.  I will answer item by item.
 
April 9, 2015RE: [redacted]Dear Madam/Sir:We are truly sorry that Mr. [redacted] feels ServiceMaster did not address his concerns to his expectations. We certainly do not believe we were rude, disrespectful, or “threatening” in all our conversations and communications with Mr. [redacted] as indicated in his written complaint. The woman identified as “[redacted]” was repeatedly rude.  She never let me complete a sentence, and on one occasion spoke angrily and hung up.
 
 We do apologize for giving this impression if he truly believes this is the case.  We always seek to be polite and respectful with all customers and business associates even when there is disagreement on any matter. [redacted] does not listen attentively, is abrupt, and quite impolite.The following is an account of events responding to Mr. [redacted]’s concerns as expressed in his written complaint. Mr. [redacted] account contains multiple inaccuracies.1/6/14-Mr. [redacted] signed our contract as presented. There was no mention of any limitation as to his financial responsibility. We performed residential cleaning service for the location of [redacted] Yakima, WA  98901 and we invoiced him $1,500.00 for these services on 1/31/14.  Mr. [redacted] repeatedly affirmed that my responsibility was $750, and that he had forgotten to send an invoice to me.   The Work Authorization document did not contain a price for the services.  My specific address mailing address was at the top of the document, and Mr. [redacted] knew that I did not reside at [redacted]. He had my cell phone # as well.4/6/14-[redacted] in our Yakima area office,  sent the invoice to the job site address of [redacted] Yakima, WA  98901 on 4/6/14. We apologize for the delay in submitting the invoice. It was entirely our mistake.
 Mr. [redacted] told me twice that an invoice was sent to [redacted] at the job site address for her portion of the work, and that he had forgotten to send me an invoice for my portion of the work. Perhaps he lied.  Perhaps someone else employed by ServiceMaster is lying.6/26/14-We received a credit card payment of $750.00 from Mr. [redacted] and applied this payment promptly to his account. This was only after I contacted Mr. [redacted] on two separate occasions as clearly described in my complaint. As previously explained, I insisted on giving him my bank card number.
9/16/14-We were not aware of any legal dispute between Mr. & Ms. [redacted] and we had not heard from the [redacted]’s for some time. [redacted], our office administrative assistant, contacted the [redacted]’s for payment on 9/16/14.  I was not contacted on 9/16/14.  There is a legal agreement, of which Mr. [redacted] is aware, that says that we share expenses equally. It is not a dispute. 9/30/14 -There was no response from the Mr. [redacted] so [redacted] called him again regarding payment of $750.00. The phone was disconnected. My phone has not been disconnected.  What number did she dial?  [redacted] had my contact information including my phone number. I did not receive a call from [redacted]. 1/12/15-Since we did not have a valid phone number nor did we have any information on the customer’s whereabouts, we contacted the [redacted]’s realtor for information on how to contact Mr. & Ms. [redacted].  The realtor provided us with a current address.    My address was at the top of the Work Authorization document I signed January 6, 2014, and it has not changed. I do not share an address with “Ms. [redacted]”. [redacted] had my valid phone number.  Mr. [redacted] claim of not having a valid phone number is false.  
1/16/15-We mailed a request for payment letter, a past due statement, and a copy of the signed contract to Mr. [redacted] to the address provided by the [redacted]’s realtor. There was no need to contact anyone since my address, at the top of the Work Authorization document, was unchanged. My account was not past due, as I had paid my share months 6 months earlier. This was paid because I took the initiative to contact Mr. [redacted] a second time re payment.
 1/27/15-Since we did not receive a response to our 1/16/15 correspondence and request for payment, we mailed another letter to Mr. [redacted] requesting payment of the $750.00 balance by 2/10/15 to avoid further collection efforts per our credit policy. My account was not past due, as I had paid my share months 6 months earlier.
2/2/15- Mr. [redacted] called our office and asked for the invoice stating he did receive our previous mailing but prefers to have an invoice rather that a statement. [redacted], our credit manager, assured Mr. [redacted] that she would be happy to comply with his request, verified the address and mailed the requested invoice. At that time Mr. [redacted] asked [redacted] to contact his ex-wife and collect the remainder of $750.00. [redacted] advised Mr. [redacted] that we would prefer not to get involved in a marital dispute since our contract is only with Mr. [redacted]. Mr. [redacted] stated that he only signed for $750.00. [redacted] respectfully pointed out to Mr. [redacted] that there is no indication of any financial responsibility limitation noted on the contract.  Therefore we would prefer that he arrange to have the remaining balance paid himself (but see comment below regarding [redacted]’s conversation with Mrs. [redacted]).
I explained to “[redacted]” that I had never received an invoice prior to making my payment.  In an attempt to clarify the situation for “[redacted]”, I asked for a copy of the invoice that had been sent to [redacted]. She told me she was not authorized to send it to me.2/16/15- Since we still had not received payment, [redacted] again called Mr. [redacted] and left a voice mail. He called the office and left a voice mail for Keshia, our receptionist, to send him an invoice. [redacted] forwarded this message to [redacted]. I had made the same request for a copy of the above mentioned invoice to the Yakima office.  It was clear from dialog with Mr. [redacted] that I had never been sent an invoice prior to contacting him twice, and insisting on giving him my bank card number at the time of the second contact on June 26, 2014.On 2/23/15 Mr. [redacted] called and stated that he received the documents [redacted] sent to him but he wants me to add his wife's name to the invoice; they are in a divorce battle and he wants her to pay the $750.00. Mr. [redacted] also asked that we change the invoice date to the actual service day provided. Mr. [redacted] stated that the previous document we sent him was a statement However, he requested a document that showed his payment. [redacted] informed Mr. [redacted] that we cannot alter the invoice date. [redacted] again respectfully reminded Mr. [redacted] that he is the only person who signed our contract and we cannot get involved in a family dispute. [redacted] advised Mr. [redacted] that we have no alternative but to seek payment of the balance on his account from him. [redacted] did ask him how he would like to pay. He stated his wife should pay and that he has asked repeatedly for invoices. [redacted] explained to Mr. [redacted] that we mailed the invoice to the [redacted]’s residence on 4/6/14, we mailed a statement to Mr. [redacted] on 1/16/15.  This is not factual. I am not in a divorce battle. There is a legal agreement regarding expenses at the job site.  Mr. [redacted] was aware of this and I reminded him as well. Service Master is not keeping its word, as given by [redacted] in January 2014, and is using bullying tactics to attempt to collect money from me that is owed to them by someone else.  
We also mailed an invoice to Mr. [redacted] on 2/2/15. [redacted] advised Mr. [redacted] that we have run out of options to submit documents to him. [redacted] also advised Mr. [redacted] that we will need to move forward with formal collections per our policy if we are not going to receive payment. Mr. [redacted] stated that he only signed the contract for $750.00. [redacted] thanked Mr. [redacted] for his time and the conversation was ended. This is untrue. She was very impolite.Regarding the copy of the invoice, the accounting invoice only shows the original total in the body of the invoice with all credits and payments shown as a consolidated figure on the bottom of the invoice (his $750.00 credit payment).  The remaining balance ($750) is then shown as a net amount owed on the very bottom of the invoice.  An account statement does show the invoice and payment details. This is inconsistent with Mr. [redacted] statement that he had billed [redacted] separately.Regarding Mrs. [redacted] paying the balance of $750 owing, our credit manager, [redacted], did contact Ms. [redacted] at Mr. [redacted]’s request and explained to her that Mr. [redacted] asserted that she should pay the balance due. Mrs. [redacted] responded by asking “did we have anything in writing confirming that she was responsible to pay any portion of our invoice.”  [redacted] stated that only Mr. [redacted] signed our contract authorizing us to do the work.  Mrs. [redacted] then responded that she would not pay and that we need to deal with Mr. [redacted] regarding payment of our bill. If this is true, then Ms. [redacted] is not keeping her part of the legal agreement.
 
Here is the Work Authorization document.
 
[redacted]
[redacted]
Again, we do not believe we were rude or disrespectful in our dealing with Mr. [redacted] but do apologize if it came across that way to him.  We did check with our legal counsel about whether we could legally pursue collecting the balance due from Mrs. [redacted] if their subsequent divorce settlement provided for such. We were advised that even if this were the case, we have no legal right to pursue collecting from Mrs. [redacted] since she did not sign our contract. 
Respectfully[redacted]CFO/ParnterServiceMaster Professional Cleaning<!--[if !supportLineBreakNewLine]--><!--[endif]-->
Attachments:
PMT PACKET TO CUST .pdf

April 9, 2015RE: [redacted]Dear Madam/Sir:We are truly sorry that Mr. [redacted] feels ServiceMaster did not address his concerns to his expectations. We certainly do not believe wewere rude, disrespectful, or “threatening” in all our conversations and communications with Mr. [redacted] as indicated...

in his written complaint. We doapologize for giving this impression if he truly believes this is the case.  We always seek to be polite and respectful with all customers and business associates even when there is disagreement on any matter.The following is an account of events responding to Mr. [redacted]’s concerns as expressed in his written complaint. 1/6/14-Mr. [redacted] signed our contract as presented. There was no mention of any limitation as to his financial responsibility. We performed residential cleaning service for the location of [redacted] Yakima, WA  98901 and we invoiced him $1,500.00 for these services on 1/31/14. 4/6/14-[redacted] in our Yakima area office,  sent the invoice to the job site address of [redacted] Yakima, WA  98901 on 4/6/14. We apologize forthe delay in submitting the invoice. It was entirely our mistake.6/26/14-We received a credit card payment of $750.00 from Mr. [redacted] and applied this payment promptly to his account. 9/16/14-We were not aware of any legal dispute between Mr. & Ms. [redacted] and we had not heard from the [redacted]’s for some time. [redacted],our office administrative assistant, contacted the [redacted]’s for payment on 9/16/14.9/30/14 -There was no response from the Mr. [redacted] so [redacted] called him again regarding payment of $750.00. The phone wasdisconnected.1/12/15-Since we did not have a valid phone number nor did we have any information on the customer’s whereabouts, we contacted the[redacted]’s realtor for information on how to contact Mr. & Ms. [redacted].  The realtor provided us with a current address.1/16/15-We mailed a request for payment letter, a past due statement, and a copy of the signed contract to Mr. [redacted] to the addressprovided by the [redacted]’s realtor. 1/27/15-Since we did not receive a response to our 1/16/15 correspondence and request for payment, we mailed another letter to Mr. [redacted]requesting payment of the $750.00 balance by 2/10/15 to avoid further collection efforts per our credit policy.2/2/15- Mr. [redacted] called our office and asked for the invoice stating he did receive our previous mailing but prefers to have an invoice rather that a statement. [redacted],our credit manager, assured Mr. [redacted] that she would be happy to comply with his request, verified the address and mailed the requested invoice. At that time Mr. [redacted] asked [redacted] to contact his ex-wife and collect the remainder of $750.00. [redacted] advised Mr. [redacted] that we wouldprefer not to get involved in a marital dispute since our contract is only with Mr. [redacted]. Mr. [redacted] stated that he only signed for $750.00. [redacted] respectfullypointed out to Mr. [redacted] that there is no indication of any financial responsibility limitation noted on the contract.  Therefore we would prefer that he arrange tohave the remaining balance paid himself (but see comment below regarding [redacted]’s conversation with Mrs. [redacted]).2/16/15- Since we still had not received payment, [redacted] again called Mr. [redacted] and left a voice mail. He called the office and left a voice mail for Keshia, our receptionist, to send him an invoice. [redacted] forwarded this message to [redacted].On 2/23/15 Mr. [redacted] called and stated that he received the documents [redacted] sent to him but he wants me to add his wife's name to the invoice; they are in a divorce battle and he wants her to pay the $750.00. Mr. [redacted] also asked that we change the invoice date to the actual service day provided. Mr. [redacted] stated thatthe previous document we sent him was a statement However, he requested a document that showed his payment. [redacted] informed Mr. [redacted] that we cannot alter the invoice date. [redacted] again respectfully reminded Mr. [redacted] that he is theonly person who signed our contract and we cannot get involved in a family dispute. [redacted] advised Mr. [redacted] that we have no alternative but to seekpayment of the balance on his account from him. [redacted] did ask him how he would like to pay. He stated his wife should pay and that he has asked repeatedly forinvoices. [redacted] explained to Mr. [redacted] that we mailed the invoice to the [redacted]’s residence on 4/6/14, we mailed a statement to Mr. [redacted] on 1/16/15.We also mailed an invoice to Mr. [redacted] on 2/2/15. [redacted] advised Mr. [redacted] that we have run out of options to submit documents to him. [redacted] also advisedMr. [redacted] that we will need to move forward with formal collections per our policy if we are not going to receive payment. Mr. [redacted] stated that he onlysigned the contract for $750.00. [redacted] thanked Mr. [redacted] for his time and the conversation was ended.Regarding the copy of the invoice, the accounting invoice only shows the original total in the body of the invoice with all credits and payments shown as a consolidatedfigure on the bottom of the invoice (his $750.00 credit payment).  The remaining balance ($750) is then shown as a net amount owed on the very bottom of the invoice.  An account statement does show the invoice and payment details. Regarding Mrs. [redacted] paying the balance of $750 owing, our credit manager, [redacted], did contact Ms. [redacted] at Mr. [redacted]’s request and explained to her that Mr.[redacted] asserted that she should pay the balance due. Mrs. [redacted] responded by asking “did we have anything in writing confirming that she was responsible topay any portion of our invoice.”  [redacted] stated that only Mr. [redacted] signed our contract authorizing us to do thework.  Mrs. [redacted] then responded that she would not pay and that we need to deal with Mr. [redacted] regarding paymentof our bill. Again, we do not believe we were rude or disrespectful in our dealing with Mr. [redacted] but do apologize if it came across that way tohim.  We did check with our legal counsel about whether we could legally pursue collecting the balance due from Mrs. [redacted] if their subsequent divorce settlement provided for such. We were advised that even if this were the case, we have no legal right to pursue collecting from Mrs. [redacted] since she did not sign our contract.  Respectfully[redacted]CFO/ParnterServiceMaster Professional Cleaning

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Sincerely, [redacted]