Kathleen C.
Taylor
SERVPRO®
of Richmond, Chesterfield, Henrico & Tri-Cities, Plus
[redacted]
[redacted]
[redacted]
RE: Complaint ID [redacted]...
[redacted]
[redacted]
[redacted]
[redacted]
We are disappointed to learn of the complaint submitted by [redacted] to the
Revdex.com. I have reviewed
the file including photos our staff took of [redacted]’s home, furniture and
personal items. I have also met with our
team to discuss [redacted]’s concerns.
Our company was hired to
mitigate water damage that occurred in [redacted]’s home. The carpet and pad in the home required
removal. Due to the amount of furniture, boxes, bags and other items we were
unable to remove the carpet and pad without first removing contents from the
room. Typically we are able to perform mitigation
services by rearranging the customer’s furniture and/placing them in an adjoining
room. Due to the amount of items in the
home this was not feasible and a storage pod was required.
We understand how disruptive and
stressful damages to a home can be for the homeowner. We took extra care with this project due to
the condition of the home and [redacted]’s situation. Our staff packed t6he contents and moved the
furniture under [redacted]’s very close supervision. When we returned to complete the work we
again worked very closely with [redacted].
We communicated with her throughout the process in order to place her items
where and how she preferred. We requested permission to place some items on the
bed as there was not any other available space.
The furniture in the home was not in good
condition and much of it had extensive damage.
Based upon the photos I reviewed it does not appear we would have caused
further damage.
Again we are sorry [redacted] is
unhappy with our work however we do not agree compensation for damages are warranted.
We would be happy to review her video, voice recordings and pictures she
captured of our staff throughout the project.
Perhaps these recordings and pictures could
help us all to better understand her interaction with our staff, [redacted]’s concerns
and the condition of the furniture and home.
Thank you for your assistance in this matter. Should you
have questions please do not hesitate to call me.
Sincerely,
[redacted], I am sorry for the delay but I thought this had been resolved! Here is an official response. Thanks and have a great weekend. After reviewing Mr. [redacted]'s complaint I discussed the damage issues with our company owners, [redacted]...
[redacted]. It was agreed the full amount of Mr. [redacted]'s request ($338.50) should be approved and be refunded to Mr. [redacted]. A check was requested on 6-1-2015 by our Project Manager, [redacted]. [redacted] attempted to call Mr. [redacted] but was unable to reach him by phone. [redacted] left an "update" voice mail regarding the complaint, damage and reimbursement request. On 6/2/2015 Mr. [redacted] returned our call and spoke with [redacted]. [redacted] confirmed a reimbursement of $338.50 representing the full amount of Mr. [redacted]’s request had been approved. The check has been ordered and was in-process. Mr. [redacted]'s lamp would also be returned. Mr. [redacted] seemed very appreciative and pleased with the final resolution. He also thanked [redacted] personally for his assistance and help with the matter. On 6/2/2015 a check in the amount of $338.50 was delivered to [redacted] home.We regret the initial requests by Mr. [redacted] were not handled more quickly and efficiently. Thank you for bringing the complaint to our attention.
Revdex.com:
I have reviewed the offer 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.
There were no offers made, JUST lies and more lies. First of all my furniture was never in any poor condition, otherwise it would not be in my house. As a matter of fact one of their own picture demonstrate that my office chair was not damaged.(THEY ACCIDENTLY SENT TO ME)The chair has evidence of fresh drywall. I have professionals that come in and out of my house, so they are witness to the fact that Servpro are nothing but a bunch of liars. They have no moral compass on doing the right thing by customers. They damaged my furniture and now want to say it was in bad condition, that is crazy. They were never given any permission to put anything on my beds, never. I still cannot locate my things.
No one was under my close supervision as I cannot stand , nor walk up and down the stairs with that frequency, so that is another lie. There intent is to try and make this go away, but it won't, by trying to state that the condition of my furniture was bad. My house is chaotic because of contents but not because of damaged furniture until Servpro.
As for my pictures and video it is for my "bill of particulars" or your discovery option in the process that will allow you access at that time. I am not going to try and convince you to do the right thing, but I will utilize the legal system to do that. I am fed up with them consistently defending their wrong. I will decide what legal recourse I will take. I have the proof I need as they fail to realize EVERYTHING WAS RECORDED LEGALLY IN MY HOME AND YARD AS POSTED, EVEN VOICE. So again since they want to continue to be dishonest business people, I will take care to proceed with what I need to do. I am angry that I have to spend my time dealing with what should have been a simple process. I hope if this is public that no one will use this company without understanding that it may cost you more. Anyway that is what the courts are for. Thank you Revdex.com for trying to make people honest business people, sometimes you win and sometimes you loose. This is a lost, no hope.
Regards,
[redacted]
I will research and respond within 7 days. Thank you.
Kathleen C.
Taylor
SERVPRO®
of Richmond, Chesterfield, Henrico & Tri-Cities, Plus
[redacted]
[redacted]
[redacted]
RE: Complaint ID [redacted]...
[redacted]
[redacted]
[redacted]
[redacted]
We are disappointed to learn of the complaint submitted by [redacted] to the
Revdex.com. I have reviewed
the file including photos our staff took of [redacted]’s home, furniture and
personal items. I have also met with our
team to discuss [redacted]’s concerns.
Our company was hired to
mitigate water damage that occurred in [redacted]’s home. The carpet and pad in the home required
removal. Due to the amount of furniture, boxes, bags and other items we were
unable to remove the carpet and pad without first removing contents from the
room. Typically we are able to perform mitigation
services by rearranging the customer’s furniture and/placing them in an adjoining
room. Due to the amount of items in the
home this was not feasible and a storage pod was required.
We understand how disruptive and
stressful damages to a home can be for the homeowner. We took extra care with this project due to
the condition of the home and [redacted]’s situation. Our staff packed t6he contents and moved the
furniture under [redacted]’s very close supervision. When we returned to complete the work we
again worked very closely with [redacted].
We communicated with her throughout the process in order to place her items
where and how she preferred. We requested permission to place some items on the
bed as there was not any other available space.
The furniture in the home was not in good
condition and much of it had extensive damage.
Based upon the photos I reviewed it does not appear we would have caused
further damage.
Again we are sorry [redacted] is
unhappy with our work however we do not agree compensation for damages are warranted.
We would be happy to review her video, voice recordings and pictures she
captured of our staff throughout the project.
Perhaps these recordings and pictures could
help us all to better understand her interaction with our staff, [redacted]’s concerns
and the condition of the furniture and home.
Thank you for your assistance in this matter. Should you
have questions please do not hesitate to call me.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted], I am sorry for the delay but I thought this had been resolved! Here is an official response. Thanks and have a great weekend. After reviewing Mr. [redacted]'s complaint I discussed the damage issues with our company owners, [redacted]...
[redacted]. It was agreed the full amount of Mr. [redacted]'s request ($338.50) should be approved and be refunded to Mr. [redacted]. A check was requested on 6-1-2015 by our Project Manager, [redacted]. [redacted] attempted to call Mr. [redacted] but was unable to reach him by phone. [redacted] left an "update" voice mail regarding the complaint, damage and reimbursement request. On 6/2/2015 Mr. [redacted] returned our call and spoke with [redacted]. [redacted] confirmed a reimbursement of $338.50 representing the full amount of Mr. [redacted]’s request had been approved. The check has been ordered and was in-process. Mr. [redacted]'s lamp would also be returned. Mr. [redacted] seemed very appreciative and pleased with the final resolution. He also thanked [redacted] personally for his assistance and help with the matter. On 6/2/2015 a check in the amount of $338.50 was delivered to [redacted] home.We regret the initial requests by Mr. [redacted] were not handled more quickly and efficiently. Thank you for bringing the complaint to our attention.
Revdex.com:
I have reviewed the offer 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.
There were no offers made, JUST lies and more lies. First of all my furniture was never in any poor condition, otherwise it would not be in my house. As a matter of fact one of their own picture demonstrate that my office chair was not damaged.(THEY ACCIDENTLY SENT TO ME)The chair has evidence of fresh drywall. I have professionals that come in and out of my house, so they are witness to the fact that Servpro are nothing but a bunch of liars. They have no moral compass on doing the right thing by customers. They damaged my furniture and now want to say it was in bad condition, that is crazy. They were never given any permission to put anything on my beds, never. I still cannot locate my things.
No one was under my close supervision as I cannot stand , nor walk up and down the stairs with that frequency, so that is another lie. There intent is to try and make this go away, but it won't, by trying to state that the condition of my furniture was bad. My house is chaotic because of contents but not because of damaged furniture until Servpro.
As for my pictures and video it is for my "bill of particulars" or your discovery option in the process that will allow you access at that time. I am not going to try and convince you to do the right thing, but I will utilize the legal system to do that. I am fed up with them consistently defending their wrong. I will decide what legal recourse I will take. I have the proof I need as they fail to realize EVERYTHING WAS RECORDED LEGALLY IN MY HOME AND YARD AS POSTED, EVEN VOICE. So again since they want to continue to be dishonest business people, I will take care to proceed with what I need to do. I am angry that I have to spend my time dealing with what should have been a simple process. I hope if this is public that no one will use this company without understanding that it may cost you more. Anyway that is what the courts are for. Thank you Revdex.com for trying to make people honest business people, sometimes you win and sometimes you loose. This is a lost, no hope.
Regards,
[redacted]