ServiceMaster Complete Restoration Services

ServiceMaster was called out to the owner home to address mold concerns The owner had previously rented the house when a flood had occurred with an insurance claim turned in The owner called us to see if we could determine if mold was growing in the houseWe gave the owner two options, we could perform a visual inspection at a cost, or she could hire a hygienist The cost of the hygienist was too much for her and she scheduled an appointment for SM to inspect the home During the scheduling call and the initial inspection the owner was frustrated asking why we were there and what our inspection was going to accomplish I told the owner that we did not have to do the work We were there because she hired us to be there to inspect the home It was her choice if she was upset about the scheduled work we did not have to do it This also happened later in the project after a bid was written for her and sent to the insurance company After all work was outlined and discussed, we showed up to do the work She changed her mind and started changing the bid We allowed her to do this with the same statement, we don't have to do the work if you don't want us to The owner became upset and could not understand why we would offer to cancel the work I explained that it was because she was upset with the work we had scheduled and I was just giving her an option It was so difficult working with the owner at one point I told the insurance company that I may not do the work The owner had a negative attitude towards everything and constantly changed her mind and forgot previous conversations In the middle of the job the owner asked us to come back and move a washer that we previously had permission to leave in the location At that time I had to send my techs back to the home At that time the owner did not understand why we had containment up and proceeded to remove it herself She asked us to pull off the job again changing the scheduled work The owner was aware that we would be back to finish the work in the crawl space and would schedule this with her When my tech stopped by the home to see if he could perform the work he was sent away The owner claimed that we never spoke to her about the work The Tech was suppose to call the owner, the teck was very close to the house and decided to stop by and ask in per*** We are in a small town with one major road through it The tech was going past her house and decided to stop by instead of calling I have spoken to the tech about this Owner claims that we harassed her constantly This is absolutely incorrect Owner was called several times to work out final invoicing and ask about paymentPermission to hand deliver an invoice was attempted over the phone at one point I called the owner to see if she had received a check from the insurance company This was done as a courtesy to make sure she had been paid by the insurance company It's not uncommon for insurance payments to be late or forgotten I was simply calling to follow up on a process I was largely responsible for The owner became very upset that I would call and ask this question The owner refused to allow us to stop by and asked us to mail the invoice After a responsible amount of time, with no response we called the owner to see if she had the invoice She claimed that she did not receive the invoice, we verified the address and asked if we could simply bring it down Again she refused, so we mailed another invoiceI was out of town at the time and we had suffered a hard drive crashWe had lost the estimate and did not have a viable backup My secretary sent the owner the wrong invoice, this was the cause of some confusion We had started to re-write the invoice and had not finished The invoice sent was a draft of the first proposal and not the correct invoice for actual work Owner called us after she received the invoice and asked if we could send a tech over to pick up a check After the tech was pulled from a job and minutes away from the job The owner called and was upset with the invoice and said she would not be paying it I was asked by my office to give her a call When talking to her she was again very upset and would not let me get in a word Every time I tried to respond she would start in on me again I asked her to let me know when it was my turn to talk She hung up on me at this time I called back again to make sure the call did not get dropped She chewed me out again and hung up again Needing to resolve the issue a called one more time and asked if we could have a conversation that did not include me getting yelled at and hung up on The owner listed as I tried to explain the invoiceI explained that it was a bid written to the insurance company, approved and paid, we deducted the services she refused and this was the amount now dueShe Had signed an authorization prior to us starting the work I explained that there were more hours into the job then just on site work She wanted an itemized list of hoursI told here that this was going to make the cost go up as we would have extra hours in the job She had all ready approved the bid and was now trying to reduce it Our contract states that payment is due at the completion of the job It states that all collection cost is the responsibly of the owner When I told her This she called me a [redacted] of a [redacted] several times and then hung up on me At that time my tech arrived at the front door, as requested by the home owner She then proceeded to cuss at him and walked back into the house My tech called me and left the property The Owner then proceed to call my secretary and let her know that she would not be talking to me again My secretary tried to rea [redacted] with her and explain that the invoice was approved by the insurance company and we excluded the work not performed At the end she ended up calling my Secretary a [redacted] and hung up on her The owner is irate and impossible to talk to Later that day I returned to the office to begin to work on the itemized hours requested by the owner I found at this time that the wrong invoice had been sent to the owner I called and explained this to her and discussed the crawl space work She agreed to let me come down and give the correct invoice and agreed to schedule the crawl space work at the cost included in the estimate My Secretary called to confirm the visit and confirm the scheduled work We let her know that we would schedule the work as soon as she authorized the amount an agreed to the bid She again became upset and stated that nobody cares that she is trying to paint in the rain and hung up again The Owner claimed that we were harassing her, coming by and calling only became an issue when it was time to collect payment The owner stated that we harassed her, however with the one exception we never showed up to her home without being invited The owner stated that we were upset with her for asking questions or disagree with services We spoke to the owner on two separate dates at the home about the scheduled work A bid was written based on those conversations and our inspection After the bid was complete and we arrived to perform the work we did exactly what the owner requested and approved We answered all of her questions and took all of her calls We detailed that we would have to remove, some walls and a vanity to remove the found mold The owner changed her mind after approving the work Owner questioned the billing hours This was a bid sent to the insurance company, approved and paid to the owner The owner should have questioned the bid prior to work being performed and singing the contract Now That she has received the funds she is questioning the bid We have tried to explain the invoice and that there is more time into producing a job then just working at the home the invoice includes the mold inspection and office work associated with the inspection, written estimate to the insurance company, working with the adjusters, work on site, travel time, Job prep, and time cleaning equipment and replacing filters The owner is looking at one small piece of the invoice and trying to cut the total agreed bid after the fact To this date we have not received a response to our bid and scheduling attempt We are literally afraid to call or attempt to stop by, being cussed at or accused of harassing the owner At this time we have tried to work out this issue and have been cursed at and hung up on numerous timesWe are waiting for a response from the owner at this time We have a written contract and have attempted to complete all services bided on We have removed the services not performed and our invoice stands per our bid and contract Thanks ServieMaster Complete Restoration Services Addition to answer of complaint Do to additional contact with complainant I would like to add the following to the record: In the complaint the complainant stated that she agreed to have us finish some disputed work On 10/3/we called the owner to ask if she was ready to schedule the crawl space work Owner stated that she wanted to resolve the work and we talked about the amount due and that the charges stand as part of our bid She stated that she was going to or had sent a check for $ I told her the amount due was the amount in the invoice supplied plus the additional crawl space work She agreed to schedule the work She agreed to allow us to finish the work on Monday morning at 8:am I scheduled the job and let my crew know to prepare for the job so we could get there on time Monday morning Supplies were gathered and equipment loaded up On 10/4/owner called and stated that she had (again) changed her mind and did not want us to show up She stated that she had received my response to her complaint and she was supposed to contact the Revdex.com if I contacted her She implied that I could not contact her without the Revdex.com involved I told her I would file the job on hold and she needed to contact me when she was serious about us performing the work I told her I was tired of her changing her mind and canceling appt with us She told me to have a nice day and ended the call A few seconds later she called back and started into me upset again She stated that she had never cancelled an appt I could see that this was going to be another blow up so I stopped herI stated that if I could not contact her outside of the Revdex.com she could not contact me either I told her I would prefer to keep everything in writing Some point in this process she hung up on me for a 5th or 6th time now As a final answer to this complaint I will send the owner a itemized copy of our invoice for work completed so far This is firm as we have a bid with a written contract signed with work completed We have subtracted the work refused by the owner She accepted or initial bid and has accepted payment from her insurance company for in the amount of our bid We have tried to talk to her but on every occasion if she does not agree with our stance we are cursed at and hung up on We will still agree to completing the bided crawl space work, however we can not keep scheduling work to be cancelled later We will require half down prior to scheduling the work We also reserve the right to refuse to perform the work if the owner keeps verbally abusing employees We appreciate the Revdex.com assistance in helping however we have a signed contract that outlines payment, authority for the work completed and outlines payment and collection procedures If we can’t resolve this issue soon we will proceed with collections as outlined in our contract Of course we will work with the Revdex.com but all ready have a process outlined in our contract that we will execute if necessary Thanks, ServiceMaster Complete Restoration ServicesOn Sat, Oct 4, at 3:PM, ServiceMaster Complete wrote: Addition to answer of complaint Do to additional contact with complainant I would like to add the following to the record: In the complaint the complainant stated that she agreed to have us finish some disputed work On 10/3/we called the owner to ask if she was ready to schedule the crawl space work Owner stated that she wanted to resolve the work and we talked about the amount due and that the charges stand as part of our bid She stated that she was going to or had sent a check for $ I told her the amount due was the amount in the invoice supplied plus the additional crawl space work She agreed to schedule the work She agreed to allow us to finish the work on Monday morning at 8:am I scheduled the job and let my crew know to prepare for the job so we could get there on time Monday morning Supplies were gathered and equipment loaded up On 10/4/owner called and stated that she had (again) changed her mind and did not want us to show up She stated that she had received my response to her complaint and she was supposed to contact the Revdex.com if I contacted her She implied that I could not contact her without the Revdex.com involved I told her I would file the job on hold and she needed to contact me when she was serious about us performing the work I told her I was tired of her changing her mind and canceling appt with us She told me to have a nice day and ended the call A few seconds later she called back and started into me upset again She stated that she had never cancelled an appt I could see that this was going to be another blow up so I stopped herI stated that if I could not contact her outside of the Revdex.com she could not contact me either I told her I would prefer to keep everything in writing Some point in this process she hung up on me for a 5th or 6th time now As a final answer to this complaint I will send the owner a itemized copy of our invoice for work completed so far This is firm as we have a bid with a written contract signed with work completed We have subtracted the work refused by the owner She accepted or initial bid and has accepted payment from her insurance company for in the amount of our bid We have tried to talk to her but on every occasion if she does not agree with our stance we are cursed at and hung up on We will still agree to completing the bided crawl space work, however we can not keep scheduling work to be cancelled later We will require half down prior to scheduling the work We also reserve the right to refuse to perform the work if the owner keeps verbally abusing employees We appreciate the Revdex.com assistance in helping however we have a signed contract that outlines payment, authority for the work completed and outlines payment and collection procedures If we can’t resolve this issue soon we will proceed with collections as outlined in our contract Of course we will work with the Revdex.com but all ready have a process outlined in our contract that we will execute if necessary Thanks, ServiceMaster Complete Restoration Services

ServiceMaster was called out to the owner home to address mold concerns.  The owner had previously rented the house when a flood had occurred with an insurance claim turned in.  The owner called us to see if we could determine if mold was growing in the house. We gave the owner two...

options, we could perform a visual inspection at a cost, or she could hire a hygienist.  The cost of the hygienist was too much for her and she scheduled an appointment for SM to inspect the home.  During the scheduling call and the initial inspection the owner was frustrated asking why we were there and what our inspection was going to accomplish.  I told the owner that we did not have to do the work.  We were there because she hired us to be there to inspect the home.  It was her choice if she was upset about the scheduled work we did not have to do it.  This also happened later in the project after a bid was written for her and sent to the insurance company.  After all work was outlined and discussed, we showed up to do the work.  She changed her mind and started changing the bid.  We allowed her to do this with the same statement, we don't have to do the work if you don't want us to.  The owner became upset and could not understand why we would offer to cancel the work.  I explained that it was because she was upset with the work we had scheduled and I was just giving her an option.  It was so difficult working with the owner at one point I told the insurance company that I may not do the work.  The owner had a negative attitude towards everything and constantly changed her mind and forgot previous conversations.  In the middle of the job the owner asked us to come back and move a washer that we previously had permission to leave in the location.  At that time I had to send my techs back to the home.  At that time the owner did not understand why we had containment up and proceeded to remove it herself.  She asked us to pull off the job again changing the scheduled work.  The owner was aware that we would be back to finish the work in the crawl space and would schedule this with her.  When my tech stopped by the home to see if he could perform the work he was sent away.  The owner claimed that we never spoke to her about the work.  The Tech was suppose to call the owner, the teck was very close to the house and decided to stop by and ask in per[redacted].  We are in a small town with one major road through it.  The tech was going past her house and decided to stop by instead of calling.  I have spoken to the tech about this.  Owner claims that we harassed her constantly.  This is absolutely incorrect.  Owner was called several times to work out final invoicing and ask about payment. Permission to hand deliver an invoice was attempted over the phone.  at one point I called the owner to see if she had received a check from the insurance company.  This was done as a courtesy to make sure she had been paid by the insurance company.  It's not uncommon for insurance payments to be late or forgotten.  I was simply calling to follow up on a process I was largely responsible for.  The owner became very upset that I would call and ask this question.  The owner refused to allow us to stop by and asked us to mail the invoice.  After a responsible amount of time, with no response we called the owner to see if she had the invoice.  She claimed that she did not receive the invoice, we verified the address and asked if we could simply bring it down.  Again she refused, so we mailed another invoice. I was out of town at the time and we had suffered a hard drive crash. We had lost the estimate and did not have a viable backup.  My secretary sent the owner the wrong invoice, this was the cause of some confusion.  We had started to re-write the invoice and had not finished.  The invoice sent was a draft of the first proposal and not the correct invoice for actual work.  Owner called us after she received the invoice and asked if we could send a tech over to pick up a check.  After the tech was pulled from a job and minutes away from the job.  The owner called and was upset with the invoice and said she would not be paying it.  I was asked by my office to give her a call.  When talking to her she was again very upset and would not let me get in a word.  Every time I tried to respond she would start in on me again.  I asked her to let me know when it was my turn to talk.  She hung up on me at this time.  I called back again to make sure the call did not get dropped.  She chewed me out again and hung up again.  Needing to resolve the issue a called one more time and asked if we could have a conversation that did not include me getting yelled at and hung up on.  The owner listed as I tried to explain the invoice. I explained that it was a bid written to the insurance company, approved and paid, we deducted the services she refused and this was the amount now due. She Had signed an authorization prior to us starting the work.  I explained that there were more hours into the job then just on site work.  She wanted an itemized list of hours. I told here that this was going to make the cost go up as we would have extra hours in the job.  She had all ready approved the bid and was now trying to reduce it.  Our contract states that payment is due at the completion of the job.  It states that all collection cost is the responsibly of the owner.   When I told her This she called me a [redacted] of a [redacted] several times and then hung up on me.  At that time my tech arrived at the front door, as requested by the home owner.  She then proceeded to cuss at him and walked back into the house.  My tech called me and left the property.  The Owner then proceed to call my secretary and let her know that she would not be talking to me again.  My secretary tried to rea[redacted] with her and explain that the invoice was approved by the insurance company and we excluded the work not performed.  At the end she ended up calling my Secretary a [redacted] and hung up on her.  The owner is irate and impossible to talk to.  Later that day I returned to the office to begin to work on the itemized hours requested by the owner.  I found at this time that the wrong invoice had been sent to the owner.   I called and explained this to her and discussed the crawl space work.  She agreed to let me come down and give the correct invoice and agreed to schedule the crawl space work at the cost included in the estimate.  My Secretary called to confirm the visit and confirm the scheduled work.  We let her know that we would schedule the work as soon as she authorized the amount an agreed to the bid.  She again became upset and stated that nobody cares that she is trying to paint in the rain and hung up again.  The Owner claimed that we were harassing her, coming by and calling only became an issue when it was time to collect payment.  The owner stated that we harassed her, however with the one exception we never showed up to her home without being invited.  The owner stated that we were upset with her for asking questions or disagree with services.  We spoke to the owner on two separate dates at the home about the scheduled work.  A bid was written based on those conversations and our inspection.  After the bid was complete and we arrived to perform the work we did exactly what the owner requested and approved.  We answered all of her questions and took all of her calls  We detailed that we would have to remove, some walls and a vanity to remove the found mold.  The owner changed her mind after approving the work.  Owner questioned the billing hours.  This was a bid sent to the insurance company, approved and paid to the owner.  The owner should have questioned the bid prior to work being performed and singing the contract.  Now That she has received the funds she is questioning the bid.  We have tried to explain the invoice and that there is more time into producing a job then just working at the home.  the invoice includes the mold inspection and office work associated with the inspection, written estimate to the insurance company, working with the adjusters, work on site, travel time, Job prep, and time cleaning equipment and replacing filters.  The owner is looking at one small piece of the invoice and trying to cut the total agreed bid after the fact.  To this date we have not received a response to our bid and scheduling attempt.  We are literally afraid to call or attempt to stop by, being cussed at or accused of harassing the owner.  At this time we have tried to work out this issue and have been cursed at and hung up on numerous times. We are waiting for a response from the owner at this time.  We have a written contract and have attempted to complete all services bided on.  We have removed the services not performed and our invoice stands per our bid and contract.  Thanks  ServieMaster Complete Restoration Services. 
Addition to answer of complaint. 
 
Do to additional contact with complainant I would like to add the following to the record:
 
In the complaint the complainant stated that she agreed to have us finish some disputed work.  On 10/3/14 we called the owner to ask if she was ready to schedule the crawl space work.  Owner stated that she wanted to resolve the work and we talked about the amount due and that the charges stand as part of our bid.  She stated that she was going to or had sent a check for $1000.00.  I told her the amount due was the amount in the invoice supplied plus the additional crawl space work.  She agreed to schedule the work.  She agreed to allow us to finish the work on Monday morning at 8:30 am.  I scheduled the job and let my crew know to prepare for the job so we could get there on time Monday morning.  Supplies were gathered and equipment loaded up.    On 10/4/14 owner called and stated that she had (again) changed her mind and did not want us to show up.  She stated that she had received my response to her complaint and she was supposed to contact the Revdex.com if I contacted her.  She implied that I could not contact her without the Revdex.com involved.  I told her I would file the job on hold and she needed to contact me when she was serious about us performing the work.  I told her I was tired of her changing her mind and canceling appt with us.  She told me to have a nice day and ended the call.  A few seconds later she called back and started into me upset again.  She stated that she had never cancelled an appt.  I could see that this was going to be another blow up so I stopped her. I stated that if I could not contact her outside of the Revdex.com she could not contact me either.  I told her I would prefer to keep everything in writing.  Some point in this process she hung up on me for a 5th or 6th time now.  As a final answer to this complaint I will send the owner a itemized copy of our invoice for work completed so far.  This is firm as we have a bid with a written contract signed with work completed.  We have subtracted the work  refused by the owner.  She accepted or initial bid and has accepted payment from her insurance company for in the amount of our bid.  We have tried to talk to her but on every occasion if  she does not agree with our stance we are cursed at and hung up on.  We will still agree to completing the bided crawl space work, however we can not keep scheduling work to be cancelled later.  We will require half down prior to scheduling the work.   We also reserve the right to refuse to perform the work if the owner keeps verbally abusing employees.  We appreciate the Revdex.com assistance in helping however we have a signed contract that outlines payment, authority for the work completed and outlines payment and collection procedures.  If we can’t resolve this issue soon we will proceed with collections as outlined in our contract.  Of course we will work with the Revdex.com but all ready have a process outlined in our contract that we will execute if necessary.  Thanks, 
 
ServiceMaster Complete Restoration Services.
On Sat, Oct 4, 2014 at 3:47 PM, ServiceMaster Complete <[email protected]> wrote:
Addition to answer of complaint. 
 
Do to additional contact with complainant I would like to add the following to the record:
 
In the complaint the complainant stated that she agreed to have us finish some disputed work.  On 10/3/14 we called the owner to ask if she was ready to schedule the crawl space work.  Owner stated that she wanted to resolve the work and we talked about the amount due and that the charges stand as part of our bid.  She stated that she was going to or had sent a check for $1000.00.  I told her the amount due was the amount in the invoice supplied plus the additional crawl space work.  She agreed to schedule the work.  She agreed to allow us to finish the work on Monday morning at 8:30 am.  I scheduled the job and let my crew know to prepare for the job so we could get there on time Monday morning.  Supplies were gathered and equipment loaded up.    On 10/4/14 owner called and stated that she had (again) changed her mind and did not want us to show up.  She stated that she had received my response to her complaint and she was supposed to contact the Revdex.com if I contacted her.  She implied that I could not contact her without the Revdex.com involved.  I told her I would file the job on hold and she needed to contact me when she was serious about us performing the work.  I told her I was tired of her changing her mind and canceling appt with us.  She told me to have a nice day and ended the call.  A few seconds later she called back and started into me upset again.  She stated that she had never cancelled an appt.  I could see that this was going to be another blow up so I stopped her. I stated that if I could not contact her outside of the Revdex.com she could not contact me either.  I told her I would prefer to keep everything in writing.  Some point in this process she hung up on me for a 5th or 6th time now.  As a final answer to this complaint I will send the owner a itemized copy of our invoice for work completed so far.  This is firm as we have a bid with a written contract signed with work completed.  We have subtracted the work  refused by the owner.  She accepted or initial bid and has accepted payment from her insurance company for in the amount of our bid.  We have tried to talk to her but on every occasion if  she does not agree with our stance we are cursed at and hung up on.  We will still agree to completing the bided crawl space work, however we can not keep scheduling work to be cancelled later.  We will require half down prior to scheduling the work.   We also reserve the right to refuse to perform the work if the owner keeps verbally abusing employees.  We appreciate the Revdex.com assistance in helping however we have a signed contract that outlines payment, authority for the work completed and outlines payment and collection procedures.  If we can’t resolve this issue soon we will proceed with collections as outlined in our contract.  Of course we will work with the Revdex.com but all ready have a process outlined in our contract that we will execute if necessary.  Thanks, 
 
ServiceMaster Complete Restoration Services.

ServiceMaster was called out to the owner home to address mold concerns.  The owner had previously rented the house when a flood had occurred with an insurance claim turned in.  The owner called us to see if we could determine if mold was growing in the house. We gave the owner two...

options, we could perform a visual inspection at a cost, or she could hire a hygienist.  The cost of the hygienist was too much for her and she scheduled an appointment for SM to inspect the home.  During the scheduling call and the initial inspection the owner was frustrated asking why we were there and what our inspection was going to accomplish.  I told the owner that we did not have to do the work.  We were there because she hired us to be there to inspect the home.  It was her choice if she was upset about the scheduled work we did not have to do it.  This also happened later in the project after a bid was written for her and sent to the insurance company.  After all work was outlined and discussed, we showed up to do the work.  She changed her mind and started changing the bid.  We allowed her to do this with the same statement, we don't have to do the work if you don't want us to.  The owner became upset and could not understand why we would offer to cancel the work.  I explained that it was because she was upset with the work we had scheduled and I was just giving her an option.  It was so difficult working with the owner at one point I told the insurance company that I may not do the work.  The owner had a negative attitude towards everything and constantly changed her mind and forgot previous conversations.  In the middle of the job the owner asked us to come back and move a washer that we previously had permission to leave in the location.  At that time I had to send my techs back to the home.  At that time the owner did not understand why we had containment up and proceeded to remove it herself.  She asked us to pull off the job again changing the scheduled work.  The owner was aware that we would be back to finish the work in the crawl space and would schedule this with her.  When my tech stopped by the home to see if he could perform the work he was sent away.  The owner claimed that we never spoke to her about the work.  The Tech was suppose to call the owner, the teck was very close to the house and decided to stop by and ask in per[redacted].  We are in a small town with one major road through it.  The tech was going past her house and decided to stop by instead of calling.  I have spoken to the tech about this.  Owner claims that we harassed her constantly.  This is absolutely incorrect.  Owner was called several times to work out final invoicing and ask about payment. Permission to hand deliver an invoice was attempted over the phone.  at one point I called the owner to see if she had received a check from the insurance company.  This was done as a courtesy to make sure she had been paid by the insurance company.  It's not uncommon for insurance payments to be late or forgotten.  I was simply calling to follow up on a process I was largely responsible for.  The owner became very upset that I would call and ask this question.  The owner refused to allow us to stop by and asked us to mail the invoice.  After a responsible amount of time, with no response we called the owner to see if she had the invoice.  She claimed that she did not receive the invoice, we verified the address and asked if we could simply bring it down.  Again she refused, so we mailed another invoice. I was out of town at the time and we had suffered a hard drive crash. We had lost the estimate and did not have a viable backup.  My secretary sent the owner the wrong invoice, this was the cause of some confusion.  We had started to re-write the invoice and had not finished.  The invoice sent was a draft of the first proposal and not the correct invoice for actual work.  Owner called us after she received the invoice and asked if we could send a tech over to pick up a check.  After the tech was pulled from a job and minutes away from the job.  The owner called and was upset with the invoice and said she would not be paying it.  I was asked by my office to give her a call.  When talking to her she was again very upset and would not let me get in a word.  Every time I tried to respond she would start in on me again.  I asked her to let me know when it was my turn to talk.  She hung up on me at this time.  I called back again to make sure the call did not get dropped.  She chewed me out again and hung up again.  Needing to resolve the issue a called one more time and asked if we could have a conversation that did not include me getting yelled at and hung up on.  The owner listed as I tried to explain the invoice. I explained that it was a bid written to the insurance company, approved and paid, we deducted the services she refused and this was the amount now due. She Had signed an authorization prior to us starting the work.  I explained that there were more hours into the job then just on site work.  She wanted an itemized list of hours. I told here that this was going to make the cost go up as we would have extra hours in the job.  She had all ready approved the bid and was now trying to reduce it.  Our contract states that payment is due at the completion of the job.  It states that all collection cost is the responsibly of the owner.   When I told her This she called me a [redacted] of a [redacted] several times and then hung up on me.  At that time my tech arrived at the front door, as requested by the home owner.  She then proceeded to cuss at him and walked back into the house.  My tech called me and left the property.  The Owner then proceed to call my secretary and let her know that she would not be talking to me again.  My secretary tried to rea[redacted] with her and explain that the invoice was approved by the insurance company and we excluded the work not performed.  At the end she ended up calling my Secretary a [redacted] and hung up on her.  The owner is irate and impossible to talk to.  Later that day I returned to the office to begin to work on the itemized hours requested by the owner.  I found at this time that the wrong invoice had been sent to the owner.   I called and explained this to her and discussed the crawl space work.  She agreed to let me come down and give the correct invoice and agreed to schedule the crawl space work at the cost included in the estimate.  My Secretary called to confirm the visit and confirm the scheduled work.  We let her know that we would schedule the work as soon as she authorized the amount an agreed to the bid.  She again became upset and stated that nobody cares that she is trying to paint in the rain and hung up again.  The Owner claimed that we were harassing her, coming by and calling only became an issue when it was time to collect payment.  The owner stated that we harassed her, however with the one exception we never showed up to her home without being invited.  The owner stated that we were upset with her for asking questions or disagree with services.  We spoke to the owner on two separate dates at the home about the scheduled work.  A bid was written based on those conversations and our inspection.  After the bid was complete and we arrived to perform the work we did exactly what the owner requested and approved.  We answered all of her questions and took all of her calls  We detailed that we would have to remove, some walls and a vanity to remove the found mold.  The owner changed her mind after approving the work.  Owner questioned the billing hours.  This was a bid sent to the insurance company, approved and paid to the owner.  The owner should have questioned the bid prior to work being performed and singing the contract.  Now That she has received the funds she is questioning the bid.  We have tried to explain the invoice and that there is more time into producing a job then just working at the home.  the invoice includes the mold inspection and office work associated with the inspection, written estimate to the insurance company, working with the adjusters, work on site, travel time, Job prep, and time cleaning equipment and replacing filters.  The owner is looking at one small piece of the invoice and trying to cut the total agreed bid after the fact.  To this date we have not received a response to our bid and scheduling attempt.  We are literally afraid to call or attempt to stop by, being cussed at or accused of harassing the owner.  At this time we have tried to work out this issue and have been cursed at and hung up on numerous times. We are waiting for a response from the owner at this time.  We have a written contract and have attempted to complete all services bided on.  We have removed the services not performed and our invoice stands per our bid and contract.  Thanks  ServieMaster Complete Restoration Services. 

Addition to answer of complaint. 

 

Do to additional contact with complainant I would like to add the following to the record:

 

In the complaint the complainant stated that she agreed to have us finish some disputed work.  On 10/3/14 we called the owner to ask if she was ready to schedule the crawl space work.  Owner stated that she wanted to resolve the work and we talked about the amount due and that the charges stand as part of our bid.  She stated that she was going to or had sent a check for $1000.00.  I told her the amount due was the amount in the invoice supplied plus the additional crawl space work.  She agreed to schedule the work.  She agreed to allow us to finish the work on Monday morning at 8:30 am.  I scheduled the job and let my crew know to prepare for the job so we could get there on time Monday morning.  Supplies were gathered and equipment loaded up.    On 10/4/14 owner called and stated that she had (again) changed her mind and did not want us to show up.  She stated that she had received my response to her complaint and she was supposed to contact the Revdex.com if I contacted her.  She implied that I could not contact her without the Revdex.com involved.  I told her I would file the job on hold and she needed to contact me when she was serious about us performing the work.  I told her I was tired of her changing her mind and canceling appt with us.  She told me to have a nice day and ended the call.  A few seconds later she called back and started into me upset again.  She stated that she had never cancelled an appt.  I could see that this was going to be another blow up so I stopped her. I stated that if I could not contact her outside of the Revdex.com she could not contact me either.  I told her I would prefer to keep everything in writing.  Some point in this process she hung up on me for a 5th or 6th time now.  As a final answer to this complaint I will send the owner a itemized copy of our invoice for work completed so far.  This is firm as we have a bid with a written contract signed with work completed.  We have subtracted the work  refused by the owner.  She accepted or initial bid and has accepted payment from her insurance company for in the amount of our bid.  We have tried to talk to her but on every occasion if  she does not agree with our stance we are cursed at and hung up on.  We will still agree to completing the bided crawl space work, however we can not keep scheduling work to be cancelled later.  We will require half down prior to scheduling the work.   We also reserve the right to refuse to perform the work if the owner keeps verbally abusing employees.  We appreciate the Revdex.com assistance in helping however we have a signed contract that outlines payment, authority for the work completed and outlines payment and collection procedures.  If we can’t resolve this issue soon we will proceed with collections as outlined in our contract.  Of course we will work with the Revdex.com but all ready have a process outlined in our contract that we will execute if necessary.  Thanks, 

 

ServiceMaster Complete Restoration Services.
On Sat, Oct 4, 2014 at 3:47 PM, ServiceMaster Complete <[email protected]> wrote:

Addition to answer of complaint. 

 

Do to additional contact with complainant I would like to add the following to the record:

 

In the complaint the complainant stated that she agreed to have us finish some disputed work.  On 10/3/14 we called the owner to ask if she was ready to schedule the crawl space work.  Owner stated that she wanted to resolve the work and we talked about the amount due and that the charges stand as part of our bid.  She stated that she was going to or had sent a check for $1000.00.  I told her the amount due was the amount in the invoice supplied plus the additional crawl space work.  She agreed to schedule the work.  She agreed to allow us to finish the work on Monday morning at 8:30 am.  I scheduled the job and let my crew know to prepare for the job so we could get there on time Monday morning.  Supplies were gathered and equipment loaded up.    On 10/4/14 owner called and stated that she had (again) changed her mind and did not want us to show up.  She stated that she had received my response to her complaint and she was supposed to contact the Revdex.com if I contacted her.  She implied that I could not contact her without the Revdex.com involved.  I told her I would file the job on hold and she needed to contact me when she was serious about us performing the work.  I told her I was tired of her changing her mind and canceling appt with us.  She told me to have a nice day and ended the call.  A few seconds later she called back and started into me upset again.  She stated that she had never cancelled an appt.  I could see that this was going to be another blow up so I stopped her. I stated that if I could not contact her outside of the Revdex.com she could not contact me either.  I told her I would prefer to keep everything in writing.  Some point in this process she hung up on me for a 5th or 6th time now.  As a final answer to this complaint I will send the owner a itemized copy of our invoice for work completed so far.  This is firm as we have a bid with a written contract signed with work completed.  We have subtracted the work  refused by the owner.  She accepted or initial bid and has accepted payment from her insurance company for in the amount of our bid.  We have tried to talk to her but on every occasion if  she does not agree with our stance we are cursed at and hung up on.  We will still agree to completing the bided crawl space work, however we can not keep scheduling work to be cancelled later.  We will require half down prior to scheduling the work.   We also reserve the right to refuse to perform the work if the owner keeps verbally abusing employees.  We appreciate the Revdex.com assistance in helping however we have a signed contract that outlines payment, authority for the work completed and outlines payment and collection procedures.  If we can’t resolve this issue soon we will proceed with collections as outlined in our contract.  Of course we will work with the Revdex.com but all ready have a process outlined in our contract that we will execute if necessary.  Thanks, 

 

ServiceMaster Complete Restoration Services.