Servpro of Bethesda-Potomac

From: Katie H [redacted] < [redacted] @servpro1010.com>Date: Fri, Jun 12, at 4:PMSubject: Re: [redacted] Complaint ( [redacted] )To: [redacted] < [redacted] @myRevdex.com.org>Hi [redacted] ,Here is our response to the complaint:This is a billing dispute where the insurance company denied the claim, however according to our records, the insurance company [redacted] mentioned in this complaint is not the insurance company we have listed on the job file If there is a different insurance company that we need to contact, we will gladly speak with them to discuss the claim We are having Victoria give [redacted] a call to verify insurance company/claim information Also, I don't see where [redacted] ever requested a price reduction, or that he was unsatisfied with our work in our file notes, or that there was work that we billed for that was not completed I will gladly discuss those line items with him if necessary though We will ask him about this when we call him today.Thank you very much,Katie H [redacted] General Manager

From: Katie H[redacted] <[redacted]@servpro1010.com>Date: Fri, Jun 12, 2015 at 4:21 PMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted],Here is our response to the complaint:This is a billing...

dispute where the insurance company denied the claim, however according to our records, the insurance company [redacted] mentioned in this complaint is not the insurance company we have listed on the job file.  If there is a different insurance company that we need to contact, we will gladly speak with them to discuss the claim.  We are having Victoria give [redacted] a call to verify insurance company/claim information.  Also, I don't see where [redacted] ever requested a price reduction, or that he was unsatisfied with our work in our file notes, or that there was work that we billed for that was not completed.  I will gladly discuss those line items with him if necessary though.  We will ask him about this when we call him today.Thank you very much,Katie H[redacted]General Manager

Review: I sent complaint below to ServPro Head Quarters and it explains my complaint

President of SERVPRO Industries, Inc.

RE: Complaint about service provided by [redacted] ServPro

Dear [redacted],

I was a victim of huge misfortune; a pipe in my house got burst, flooded my house and, obviously, caused substantial damage.

I contacted a plumber, who fixed the leak, and my insurance company, which suggested contacting one of companies, which is cleaning and drying up a house after such disaster. I contacted ServPro located at [redacted]. That was my biggest mistake, because, as I found later, I became a victim of a predator, [redacted] of [redacted] ServPro.

I am sure that ServPro as a corporation helps a lot of people and is trying hard to teach their franchisee to help people in their misfortune and do it with integrity. Unfortunately, sometimes someone cannot learn the right thing. I am the victim of this unfortunate case.

When ServPro technician arrived, the first thing he asked me to do was to sign substantial number of forms. We did it on the hood of his truck. I cannot recall what those forms were all about and I was not even offered copies. I am sure that none of them explained what service would be provided, what would be included and what ServPro is charging for their services. It supposed to be a red flag for me, but when people are under stress it is not really registered, you want to start doing something to help the situation. Besides, one would think that employees of a reputable company always know that signing so many forms may protect them from legal liability but would never prevent from loss of credibility and damage of their reputation. Probably at this outlet this specific knowledge got lost.

Then, I asked ServPro technician to confirm with my insurance company (IC) that they will cover all payments beyond of my deductible, one thousand dollars. Previously IC told me that and I asked technician to confirm it with IC. When IC informed us that they would need more information to confirm the coverage, I, specifically, asked technician to stop operation at a point when my deductible is reached unless IC provides such confirmation. When IC adjuster and ServPro manager, [redacted], arrived a couple of days later, IC adjuster told us again that they would still need additional documents from me before they are be able to confirm any additional payments for ServPro. I repeated to [redacted] that I do not want at that point to continue their service beyond of $1000.00, because I could not understand what I was gaining from this service and at what cost.

Later I received a bill for over $4000.00. When I expressed confusion to [redacted], he sent another bill for $1,380. Again, I told him that I agreed only for $1,000, which was paid even before services were started. [redacted] never replied to me again, instead I was contacted by [redacted], who sent to me the following:

“From: [redacted]

To: [redacted]

Subject: RE: [redacted]

Date: Mon, 18 Mar 2013 20:57:34 +0000

Good Evening [redacted],

I understand you are not pleased with the final amount for the work completed for you. I assure you that you’ve been charged the bare minimum for services provided that include only the equipment that was set. [redacted] has denied your claim which rolls the remaining balance to you. Failure to satisfy your balance will result in the next step of turning your account to a professional collections agency that involves interest and additional collection’s fees.

We urge you to please give this matter your immediate attention now, and send your payment to us immediately at SERVPRO.”

I replied to [redacted] with the following:

“Hello [redacted],

It is quite unusual to start any conversation with threatening a customer, who is not satisfied with your service. I believe that you were misled with what had happened. First, [redacted] have not denied my claim, but rather requested additional information to investigate it. Second, I asked [redacted] to provide service for only $1,000.00, if [redacted] would not approve any additional payments. Then, when ** representative and [redacted] were there and ** representative said that they cannot approve any additional work until they investigate my claim, I told [redacted] to take equipment down and he confirmed that what was done was covered by $1,000.00. One more thing, when [redacted] started, my heater was not working, and he did not even offer to wait till heater would be fixed. Therefore, whatever was done had practically "0" effect.

That is why I am not satisfied with your service. If you still want me to pay $380.00, I will, but I would have to post your letter to me with my comments as a review of your services on internet.

I am sure that I am very fair, because your company advertise that it helps people. May be I was just very unlucky.

I look forward to hearing from you soon.

Best regards,

[redacted]”

[redacted] never responded to me to this email and to another my request to reply. Instead, another person called me with the request to pay $380. I had to explain again my complete dissatisfaction with service and the way I was treated. She promised to check with [redacted] and call me back. She did call and told me that [redacted] told her that I knew about charge of $380 and, therefore, have to pay (I still have her voice message). That was a complete lie. She also suggested leaving a message for [redacted] and he would call me back. I did left a massage. Obviously, [redacted] never returned my call.

Please let me explain my complete dissatisfaction with the service provided by [redacted] ServPro. When ServPro installed two units in my house, my heater was not working, it was under repair. Therefore, when they took away their equipment, condition in the house was the same as when they started. The plumber working in my house suggested to me to turn my heater to high temperature, buy dehumidifier and fans and all these gadgets would have my house dried up very quickly. I followed his advice and the result was just like he suggested. By the way, I bought dehumidifier for $200 and it is mine.

For me it is absolutely clear that ServPro was never interested in helping me but only in making money. They never suggested waiting till our heater was fixed; therefore, the result of what they had done was absolutely zero. I accomplished much more for much less when they left.

Looking back on the whole ordeal, I can clearly say that [redacted] is unprofessional and coward. I cannot to say much about the whole team, but, obviously, [redacted]’ manors to communicate with customers are, at least, very questionable. [redacted] had an audacity to ask me to fill out questioner when he saw how upset I was when IC told me that they need additional documents from me before they would approve any additional services from ServPro. Only with complete lock of emotional intelligence and integrity people could not understand that no amount of signatures can prevent them from collapse of their reputation. People like [redacted] and [redacted] are direct cause of ruining reputation of otherwise good company. I would really do not want to think that training program provided by ServPro Corporation yields such results.

I would really appreciate your response to my complaint. In the meantime, I can say that I would not recommend anyone to use services of [redacted] ServPro. I send my check for $380 to [redacted] ServPro and I am sending my complaint to Revdex.com of Maryland and Consumer Protection Agency of Maryland asking them to investigate [redacted] ServPro practices and to make sure that consumes of our region are protected from it.

CC

Revdex.com of Maryland

Consumer Protection Agency of MarylandDesired Settlement: For me damage is already done and not much they can do to fix it, but only refund money I did not agree to pay. What is important is that the training at ServPro (ServPro at Lanham MD) must result in their employees treating customers right and providing services as if they care to help rather than make money on people who are in trouble.

Business

Response:

Hello, here is our response to the complaint filed:

The customer called the loss in over the weekend, 03/02/2013.

There was a pipe that burst affecting 2 levels of a vacant home. Upon arrival,

Technician found that the furnace was off and confirmed with the customer that

it was no longer working. Technician knew that both the heat needed to be on

and that we would need prior authorization from the insurance company before

setting specialty equipment that would compensate for the lack of heat. The specialty equipment invovled desiccant dehumidifiers which allowed for drying in cooler temperatures, and this case met those qualifications given the fact that the temperature of the affected areas ranged from 45-55 degrees.

Technician advised customer of this and it was decided that the customer would

call the technician back once approval was given.

Customer called technician the following Monday (3/4/13) and told our

technician that the adjuster gave authorization of the drying equipment. When

completing the confirmation call to the insurance adjuster, approval was not

given to our technician to perform any work (under their coverage) until the reason for the furnace’s

malfunction was determined.

The following day, with the customer’s authorization, we placed

the minimal amount to specialty equipment in the affected area of the main

level and basement to start mitigation. It was also noted that the furnace was

still not repaired. We were given authorization by the customer to charge his

$1000.00 deductible. He was also given an estimate of $1,300.00 for only the

equipment that customer authorized us to set.

On 03/08/13, Servpro’s Water Production Manager, [redacted], met

with the adjuster and customer on site. At that point it was determined that

the loss would not be covered. Our Water Production Manager then removed the 2

desiccants that were set due to the customer’s unwillingness to proceed with

the mitigation sans coverage.

Unfortunately, the conversation concerning costs between the

technician and the customer was not communicated to the billing administrator,

who charged the every line item per billing guidelines (including afterhours

emergency services fee, monitoring for site visits, and base service charges).

The customer then called the Water Production Manager who informed the office

of this error. With an apology for the inconvenience, we revised and emailed

the pre-agreed amount of $1,380.00. The customer was not happy, and stated that

he would only pay the $1,000.00 also citing that no “real” work was completed

at his property. [redacted], our Office Manager, advised him that we only charged the

bare minimum of work completed (on the equipment rental) and that the lack of

satisfying the payment would result in possible additional charges if his

account needed to be sent to collections.

In conversations with our Accounts Receivable department, he

eventually paid the remaining $380.00 balance. Our company was forced to write off over $2,000.00 worth of services performed as a measure of good-faith toward the customer and his initial conversation with our Crew Chief.

It is unfortunate that our customer was not satisfied with the

services that were provided, however, he was made aware of the charges and

possible non-coverage of his by both the insurance company and our technician.

Water mitigation is very expensive, which is why we involve adjusters if a

claim is filed. We are in the business to help anyone who has been affected by

a disaster, but we want to help responsibly. We set expectations on the first

day of what is needed to make the process successful.

We are workers representing Servpro, but we are consumers as well

and pride ourselves in using our personal experiences with the service industry

to insure better our customer service.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Company has stated that they provided me their quotation for $1300, which is complete lie. They asked me to sign so many paper, but I bet they do not have this signed quotation. We both were expecting insurance confirmation for payment of anything above my deductible of $1000.00. It is clear from their explanation. My complaint is completely correct: I agreed to pay only my deductible, they never suggested to wait for heater to be completely fixed and they treated me incredibly unfair and insulting. They can say that they take pride in what they do, but, in fact at least in my case, they behave as predators. I do not think they behave differently with different people and if they do, it is even worth.

Regards,

Business

Response:

In response to [redacted] rejection:

On the day we began the work performed, only 2 forms were signed (3/4/13):

The Authorization to Repair: This is authorizing us to do the work at the property, and for the insurance company to pay us for the work. On this form it clearly states that you, as the customer, "agree to pay my independent contractor/service provider for any repairs that are not covered under my policy."

The Customer Information Form - Water Damage: This form lists out the steps (12 items outlined and numbered) that we will be taking to remediate the water damage, and acts as a confirmation that the customer understands that process,. On this form it reiterates the fact that the customer/insured understands that "you are financially responsible for our services" and that "we do not know your insurance coverage; therefore, it is impossible for us to know exactly what your insurance will cover." It also states that (item 10: EMERGENCY CHARGES) the "exact price of restoring your property following water damage is virtually impossible to determine on our first visit. A verbal briefing will be provided to you or your insurance adjuster. The scope of work can change due to unforseen circumstances. The final bill will be forwarded to you and/or your insurance carrier upon completion."

On 3/5/13 (Actually 3/6/13, but [redacted] entered the wrong date), he was asked to sign 2 additional forms:

The Limitiations on Standard Compliance: Water Damage: Which states that the customer is aware that a limitiation has been placed on our original anticipated drying process (of 3 days) because our technician discovered an additional active water leak in 2 separate areas, separate from the original claim reported on 3/2/13. This discovery placed restrictions on the drying process, and this form is meant to confirm that we discussed this matter with the customer, and that they are aware of the fact that it is a circumstance that is out of the technician's control.

The Discovery of Mold Growth: Acknowledging that the technician discovered mold growth, and made the customer aware of it's presence and the fact that the scope of work will likely need to change to take the necessary precautions to remove or contain the area.

Even though our paperwork does not call for "written estimates," in fact, it reiterates that it is virtually impossible to do so when performing emergency restoration services, our technician did confirm that he informed the customer that the cost of the equipment rental alone would amount to a total of $1,380.00, this did not cover the fees for ducting the equipment out of the home, and the fees to set up and monitor the equipment and the drying process, which are all standard pricing structures when performing these services. Because our technician acknowledged that he told [redacted] this rate and may not have clarified the additional standardized charges, our management staff ([redacted]) agreed to reduce our final invoice to include only the equipment charges and removed all the emergency service charges, setup, monitoring, and fees for ducting the equipment out of the home.

It was, in fact, in good faith made by our technician by confirming the discussion about the equipment, that we decided to reduce the final invoice to honor those charges. If he had not confirmed this discussion that he had with [redacted] on 3/4/13, we would have proceeded in collecting the full balance of the invoice reflecting all the work that was actually performed.

If requested, I will gladly submit any documentation necessary to confirm the services we performed. We have photographs, the signed documents, monitoring reports, and job diaries from each day we were at the job site if validation is needed for any of the charges.

Thank you,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: They keep repeating all their statements that they have signed papers. However, just like I stated in my first complain, ServPro's action has nothing to do with helping customer but rather covering their predator's action. They have bunch of papers but they do not answer very specific issues, which I stated:

First, I told them that in case if insurance company does not approve additional charges, I want them to stop when charges reach $1000. They ignored my statement.