Servpro of Aurora

We charge a service call fee of $when we go out for an estimate for a jobIf the customer decides to have us perform the work we don't immediately collect the service call fee, instead we include it with our bill and invoice the full amount after services have been providedIf the customer
decides to have someone else perform the work, then we collect the $immediatelyThe customer wants us to perform the initial service call for freeThe customer kept going back to describing how the word "applied" should be usedThis dispute is a misunderstanding of the word appliedAs I told the customer, we performed the work and she agreed to pay us for our services when she signed the appropriate documentationNeither I nor anybody who works here ever told the customer the fee would be waived. *** ***

We will continue our collection efforts until our invoice is paid in fullWe charge a 1.5% interest charge per month and a $finance chargeYour account is over days past due, so the interest charge will begin accruing immediatelyIf you decide you want to pay the remaining balance now I will waive the finance charge and the current interest that is accruingPlease let me know how you would like to proceed. ***

Complaint: ***
I am rejecting this response because:
Servpro continues to not follow through with what I was told, the fee is applied to the services renderedI remain not asking for anything for "free" rather for them to follow through with the fact they informed me the service fee will be applied to the bill
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/27) */
The customer signed a contract that said very clearly in it "Agreed price $1600". There was no discussion of the amount being based on the number of days drying or the amount of equipment. We were in storm mode due to the rains and a back log...

of customers needing help. We were using a flat per square foot rate on all customers and ALL customers including this one were clearly told it was half up front and half when we were done. The customer later called the office and was informed of the same. The techs used extra equipment in the home to dry the home faster. The customer tried a charge back on the credit card he gave us to use as payment for the entire job. He lost the dispute due to the clear language in the contract and we were able to prove that the customer agreed to the total price. Only after the job the customer has been trying to short us on the payment. On multiple occasions the customer was informed, even before the job started, that the agreed price was a fixed rate. The contract clearly stated it on the front page and it was enough proof for the credit card company to reissue the payment back to us after the dispute and we provided proof of the agreement and the charges. The customer provided us a card to process payment and was fully aware it was half up front and half when done. We did not and would not steal nor process fraudulent charges on anyone's credit card. the customer is upset that the credit card company upheld the charge and did not support his charge back. Unfortunately there is no resolution possible in this issue and no one at our company promised a discount. The charge and the contract for services were fulfilled exactly as agreed.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no knowledge of anything in any "contract": I was not given a copy, and that was one of the things I requested. The tech said I would be sent a bill for final payment. I did not approve or authorize a second payment. (I would have used a different credit card, or paid by check.) As far as I know, my credit card company is still investigating this; I have no knowledge of any 'reinstatement'.
I never got a callback that I was told I would get after the person talked with the tech. I need documentation of the charges! It seems very obvious to me that when 72 hours of drying is promised and the equipment is pulled after just less than 48 hours, that I should be charged less. The tech also thought that would be the case.
I think I owe more money: but not $800. Servpro is hurting its reputation with my insurance company by refusing to supply me with any paperwork. Or to even interact with me.
Final Business Response /* (4000, 9, 2015/07/29) */
If the office failed to email out the copy, that can easily be corrected. We are certainly not "Refusing" to give him paperwork. The fact is he signed the contract at the agreed price and per the attached contract, there was no condition of days drying. Typical drying days can vary and there is no way to "promise" drying days. This contract was offered and accepted as a flat bid price. More equipment was used in the home and it dried faster. That doesn't change the agreed price or terms of the contract. The company will get paperwork sent along first thing for the customer.