Servicemaster of Chester

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***
First, the details listed is inaccurate and not totally true I have sent the Revdex.com a copy of the initial email in which I complained about the work and the cost Also, I called Morgan about the status of the process because ServiceMaster did not initiate contacting me I was in constant contact with *** *** and *** *** fromTravelers Service Master techs that came to the house and MsDuke were adamant about not discussing the finances of the worked done It was a very deceptive process I realized I have to pay but only asked for a payment arrangement because of the additional work that needed to be done I would have disregarded the issues that I noticed but when the carpet installer mentioned the disservice ande even the plumber, made me realize that I had been take advantage of Again, ServiceMaster knee I was in a vulnerable state; it was the weekend and minimum to no other companies were open and basically had me sign a contract before work we done and no estimate was given until I would sign the contract I get them to begin the process Again, the Adjuster even mentioned it is unlikely for a company not eat to give an estimateThe excuse was the accounting office is not open unit that Monday Basically,B they wanted to see how much the insurances oils approve and then asked for more after a part of the work was done Then tried to get me to use the construction workers they work with; which probably explains why they cut my carpet unnecessarily, pulled up metal and most of my strips that did not need to pulled upThe bill is currently paid in full as of yesterday, 6/28/16, it was mailedBut they did not want to delete the feels to clean carpet and put my doors back, so I have scheduled for ServiceMaster to come back and clean carpet I which I have paid for oFriday, 07/08/ The issue became an issue with the rudeness and unprofessionalism of the Account Respresentative! Again, I will never refer ServiceMaster because of their deceptive tactics Thank you* *** ***

In response to the complaint by Ms*** *** ServiceMaster was contacted by the Insurance Company to come out and perform emergency water mitigation services to the property owned by Ms***We arrived on site and before any work had begun Ms*** signed off on our work order
giving us authorization for repairs and paymentThroughout the mitigation process we were in contact with her insurance company about the work being performed. Once the work was completed Ms*** signed off on our documents that the work had been completed and to her satisfactionThe estimate was then written and sent to the adjuster at her insurance companyThe adjuster then then released payment in full to Ms*** for our servicesOnce I had received confirmation from the adjuster that payment had been sent directly to the policyholder, Ms***, an invoice was sent out. After week or two had passed I placed a call to Ms*** inquiring about payment status. She stated to me that she did not have the funds to pay the amount dueI confirmed with her that the adjuster had sent out payment that was to cover our bill in fullHer reply was yes she had received a check but her sump pump had broken and she needed to use that money to pay to have it fixedShe asked if she could send in half now and do a payment plan. I told her that we typically do not do payment plans but I would check with the owner to see if this is something I could get approvedI emailed her the following day or the day after and told her that we could not do a payment plan due to the fact she received money by her insurance company that was to cover the mitigation services we provided and that payment would need to be in made in full. I did not hear back from the email but did receive a check in the mail for half down. Once I received the check I called Ms*** and asked her if she had been getting my emails? She stated, yes she had received my emails but did not respond and had forwarded them to her insurance adjusterShe then proceeded to tell me that she has a problem with the work we did and did not feel like she should have to pay us. I told her that I was not going back and forth with her and that the amount was due in full. She then stated that we are wrong, she is not going to pay, and that she was going to call the Revdex.comI apologized for her felling that was and told her that if she was not willing to pay I would have no choice but to turn this over to our collections attorney. She then stated that you do what you have to do and I will do what I have toI then waited a few days for payment and sent the information over to our attorney to handle. We have had no contact with Ms*** since this in now being handled by our attorney. It is under his guidance that I reply to you. At no time did Ms*** call and complain about the work while it was being performed or after it was complete She did not even mention any issues with the work when I first reached out to her about payment statusIt was not until I reached out to her and told her we were unable to do a payment plan that she started complaining and wanting things taken off of the approved estimate

Review: My complaint with ServiceMaster South of the James is that they came to my home after water damage but refuse to give an estimate. They did come the same day of service. However, I found it strange, as well as my insurance company, that they will not give an estimate until the insurance company gave one. After the adjuster submitted the estimate, they even asked for more. Since they came out immediately and I had to have the issue resolved prior to going out of town, I signed paperwork to complete the task. Not until after the brought in the equipment to try the floor and the carpet did they inform me that I would have to contact their Construction Company or my own to come back and replace the padding on my floor and clean the carpet.

Once they left, I also contacted a plumber because rain was predicted and I want the sump pump to be checked. Needless to say, I had to replace the sump pump and get some bricks patched and plugged to prevent additional water from entering my home. I received the check from the insurance and I informed ServiceMaster of the unexpected additional cost and could I get on a payment plan. The first unprofessional response by a Crystal Moore was,"the insurance company cut you a check and you spent it"; no we can't do a payment arrangement. After completely listening to me, she supposedly checked with her Director/Owner and emailed me saying, "No". I have 15 days to pay the bill.

My complaint is that insurance companies allow us to select who we want and erroneously I selected Service Master. The realize the opportunity and manipulated the entire process. My insurance adjuster even suggested to deduct the unfinished work and Service Master still said "No".

Finally, I would not suggest anyone to use their service for the mere fact they will milk your claim and are not willing to work with you; even though the invoice says any unpaid balance will be a 2% interest rate per month. Therefore, why are they so adamant on not accepting a payment plan.Desired Settlement: To deduct cleaning the carpet and replacing my doors on the hinges.

Business

Response:

In response to the complaint by Ms. [redacted] ServiceMaster was contacted by the Insurance Company to come out and perform emergency water mitigation services to the property owned by Ms. [redacted]. We arrived on site and before any work had begun Ms. [redacted] signed off on our work order giving us authorization for repairs and payment. Throughout the mitigation process we were in contact with her insurance company about the work being performed. Once the work was completed Ms. [redacted] signed off on our documents that the work had been completed and to her satisfaction. The estimate was then written and sent to the adjuster at her insurance company. The adjuster then then released payment in full to Ms. [redacted] for our services. Once I had received confirmation from the adjuster that payment had been sent directly to the policyholder, Ms. [redacted], an invoice was sent out. After week or two had passed I placed a call to Ms. [redacted] inquiring about payment status. She stated to me that she did not have the funds to pay the amount due. I confirmed with her that the adjuster had sent out payment that was to cover our bill in full. Her reply was yes she had received a check but her sump pump had broken and she needed to use that money to pay to have it fixed. She asked if she could send in half now and do a payment plan. I told her that we typically do not do payment plans but I would check with the owner to see if this is something I could get approved. I emailed her the following day or the day after and told her that we could not do a payment plan due to the fact she received money by her insurance company that was to cover the mitigation services we provided and that payment would need to be in made in full. I did not hear back from the email but did receive a check in the mail for half down. Once I received the check I called Ms. [redacted] and asked her if she had been getting my emails? She stated, yes she had received my emails but did not respond and had forwarded them to her insurance adjuster. She then proceeded to tell me that she has a problem with the work we did and did not feel like she should have to pay us. I told her that I was not going back and forth with her and that the amount was due in full. She then stated that we are wrong, she is not going to pay, and that she was going to call the Revdex.com. I apologized for her felling that was and told her that if she was not willing to pay I would have no choice but to turn this over to our collections attorney. She then stated that you do what you have to do and I will do what I have to. I then waited a few days for payment and sent the information over to our attorney to handle. We have had no contact with Ms. [redacted] since this in now being handled by our attorney. It is under his guidance that I reply to you. At no time did Ms. [redacted] call and complain about the work while it was being performed or after it was complete. She did not even mention any issues with the work when I first reached out to her about payment status. It was not until I reached out to her and told her we were unable to do a payment plan that she started complaining and wanting things taken off of the approved estimate.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

First, the details listed is inaccurate and not totally true. I have sent the Revdex.com a copy of the initial email in which I complained about the work and the cost. Also, I called Morgan about the status of the process because ServiceMaster did not initiate contacting me. I was in constant contact with [redacted] and [redacted] from. Travelers. Service Master techs that came to the house and Ms. Duke were adamant about not discussing the finances of the worked done. It was a very deceptive process. I realized I have to pay but only asked for a payment arrangement because of the additional work that needed to be done. I would have disregarded the issues that I noticed but when the carpet installer mentioned the disservice ande even the plumber, made me realize that I had been take advantage of. Again, ServiceMaster knee I was in a vulnerable state; it was the weekend and minimum to no other companies were open and basically had me sign a contract before work we done and no estimate was given until I would sign the contract I get them to begin the process. Again, the Adjuster even mentioned it is unlikely for a company not eat to give an estimate. The excuse was the accounting office is not open unit that Monday. Basically,B they wanted to see how much the insurances oils approve and then asked for more after a part of the work was done. Then tried to get me to use the construction workers they work with; which probably explains why they cut my carpet unnecessarily, pulled up metal and most of my strips that did not need to pulled up. The bill is currently paid in full as of yesterday, 6/28/16, it was mailed. But they did not want to delete the feels to clean carpet and put my doors back, so I have scheduled for ServiceMaster to come back and clean carpet I which I have paid for o. Friday, 07/08/16. The issue became an issue with the rudeness and unprofessionalism of the Account Respresentative! Again, I will never refer ServiceMaster because of their deceptive tactics. Thank you[redacted]