Servpro of Dover/Middletown

Review: Called servpro after a 4-5 day air conditioner leak in my basement which soaked into my carpet. When calling I was told a crew could be out to my home within 45 minutes, I was not informed that water emergencies were considered an emergency. I was not given any other option regarding crew arrival. The company did arrive on time. I had already pulled most of the water of the approximately 7x7 area of carpet with my own personal carpet cleaner. I also had the dehumidifier running in the basement. The crew arrived, pulled off my baseboards and ripped up the carpet and started their 2 of their own blowers. They sprayed antimicrobial and told us that they would be back in two days to collect their blowers. Multiple time during the 20-25 minutes of work I asked the gentlemen setting things up what the cost would be. He said he didn't know for sure but thought it wouldn't be more than a couple of hundred dollars. The holiday fell on Monday so we verified whether or not they would be out on Monday to pick up their equipment and they stated that they would not unless there was an emergency in the area. They also stated that they would file with my insurance company. When the gentleman returned on Tuesday to pick up the equipment I verified again that I would not be charged for the additional day of equipment. Also asked again what the cost would be. He again stated "a couple of hundred dollars." He stated that I would receive a bill next week sometime with the costs. Nothing in writing provided. I received the bill with charges for over $500. We were charged $125.00 for an emergency call which were are never informed of. Nothing was provided in writing and the men working the basement had no idea what the costs were associated with his work. The company, included corporate office refused to budge on the costs. Very uninformative regarding their costs and service. They also were poor in contacting or getting back to me in a timely manner. I called to discuss the bill with the company and she said she would look into it and call me back. I never received a phone call. My husband had to call her again and got no where.Desired Settlement: I would like the fee for the emergency service to be withdrawn since we were never informed that "water damage" is considered emergent. I was also never given anything in writing regarding their services until I received the bill.