SERVPRO of Central Seattle

Thank you for your inquiryWe have thoroughly investigated this job and any alleged issues associatedBelow is a summary: We performed an initial inspection of the property on 11/25/and provided an estimate for water mitigation services following a roof leakThe customer did not schedule any services at that time We were contacted several months later (03/04/2015) to perform mitigation services in unit ***, the storage area and the stairwellWhen we arrived onsite, we identified more moisture behind the drywall as well as the presence of mold growthThe roof was inproperly covered and continued to leak well after our initial inspectionThus, the difference between the origional estimate and the actual bill, was due to the addition of mold remediationThis occured because of the amount of time that had passed since the origional inspection and when services were actually performedThe mold growth incresed our bill in the following ways; 1) increased the amount of Personal Protective Equipment our employees must use; 2) added speciality equipment to filter the air; 3) added protective material to prevent cross-contamination of unaffected areas; 4) addition of protective flooring; 5) demolition and removal of more affected materials Over the course of completing the job, we communicated with the HOA president frequentlyShe spoke with our entire team, including Project Managers, an Estimator and Human Resources to ensure all her concerns were met The electrical issues you mention, were due to an outdated electrical design and poor wiringThere is not evidence that the electrical issues you mention were due to our oversight We feel that we provided and billed for services adequately for services that we were hired to completeAll customer concerns were addressed and met to achieve our high standard of service that we provide all our customers

Complaint: [redacted] I am rejecting this response because:
We do not believe that the business's response is accurate.  Their claims regarding the project timeline and their communication with our HOA do not match our records.  They have yet to produce any evidence to substantiate their claims.
Sincerely,[redacted]

This is the email that was sent to the customer on 5/5/2016, with a detialed explanation of the bill.
[redacted]
Thank you for reaching out to us for clarity on your bill.
I understand that you had concerns regarding line items 1, 2 and 3.
Line item #1 is the base service call for...

after hours work. This covers just dispatching the on-call employees to respond to your loss on a Saturday.
Line item #2 is the 4 hour minimum charge for the after hours technician. This also includes the labor to set up and monitor our equipment on a Saturday. 
Line item #3 is the regular charge for 2 technicians during regular hours, each for 1.5 hours. There is no minimum charge for work completed during business hours. 
Please let us know if you have any further questions or concerns.
[redacted]
Our owner has offered to waive the after hour service call, as the customer states that he was told this was free. The after hours service call is $224.20.
For after hours work, it is a service industry standard that there is a 4 hour minimum charge to dispatch on-call personell. We pay our technicians for 4 hours of work regardless of the amount of time spent on time job. When an after hours job comes in, we contact the oncall employee and instruct them to report to our office. That employee then heads to the office, picks up a truck, loads the truck with all possible equipment and materials to respond to a customers needs. The employee then drives to the customer's location, produces the required work and then returns back to our office and unloads the truck.
We typically disbatch 2 employees to our jobsites. One employee does most of the heavy lifting (i.e. setting up/taking down equipment) and the other employee takes moisture readings and documents the job progress to ensure the home is properly dry. We also charge for travel time to the jobsite. 
Please let me know if you require any additional information or explanation.
Thank you,
 
Shannon M[redacted]

Thank you for your inquiry. We have thoroughly investigated this job and any alleged issues associated. Below is a summary:
We performed an initial inspection of the property on 11/25/2014 and provided an estimate for water mitigation services following a roof leak. The customer did not schedule...

any services at that time.
We were contacted several months later (03/04/2015) to perform mitigation services in unit [redacted], the storage area and the stairwell. When we arrived onsite, we identified more moisture behind the drywall as well as the presence of mold growth. The roof was inproperly covered and continued to leak well after our initial inspection. Thus, the difference between the origional estimate and the actual bill, was due to the addition of mold remediation. This occured because of the amount of time that had passed since the origional inspection and when services were actually performed. The mold growth incresed our bill in the following ways; 1) increased the amount of Personal Protective Equipment our employees must use; 2) added speciality equipment to filter the air; 3) added protective material to prevent cross-contamination of unaffected areas; 4) addition of protective flooring; 5) demolition and removal of more affected materials.
Over the course of completing the job, we communicated with the HOA president frequently. She spoke with our entire team, including Project Managers, an Estimator and Human Resources to ensure all her concerns were met. 
The electrical issues you mention, were due to an outdated electrical design and poor wiring. There is not evidence that the electrical issues you mention were due to our oversight.
 
We feel that we provided and billed for services adequately for services that we were hired to complete. All customer concerns were addressed and met to achieve our high standard of service that we provide all our customers.