Servpro of Farmington

Servpro of Farmington has attempted to work with Mrs [redacted] several times in order to address any and all concerns that she has with her bill and services provided We have requested over the telephone and in writing to meet with us to go over each concern with her We have asked for her to prepare a list of each item on her estimate that she is in disagreement with The list has never been received We have asked several times for her to meet with us to go over the estimate / bill / and supporting job documentation and she wouldnt On 10-06-we sent a letter to her again asking for a comprehensive list of issues that she has so that we can address each and every one We also asked again for her to meet with us to go over each of them To date we have not received a response from her I am attaching a copy of the letter that was sent to Mrs [redacted] to this response We have only been able to respond to a few statements that she has made over the telephone, but many of her concerns had nothing to do with our company or the work we did for her.According to the statement in the Revdex.com report, Mrs [redacted] states that the mold work that was required to be performed was never done and that she never agreed to it In my letter on 10-06-I sent [redacted] copies of all of her signed documents to include the form she signed for the mold work The mold had to be remediated prior to drying services being performed and reconstruction This work was performed over a several day period I will add a copy of this signed document to this response I am also attaching a copy of the mold report for the air sampling that was performed in her home showing remediation necessary I also have pictures on our file showing some of the mold contamination I will attach one picture since thats all the Revdex.com system will allow that shows a large colony of mold growth that was indicative of the areas we were cleaning I dont think there is any doubt that the mold remediation had to be performed in order to properly restore the home for [redacted] and her grandchildren to live in.The record also needs to be corrected as far as who hired Servpro of Farmington Mrs [redacted] hired us directly We were working for her We were not hired by the insurance company.Mrs [redacted] also stated that she does not have a Sun Room that we worked on To clarify, this is the room that is directly off of the kitchen that you have to take a step down to get in to I am unsure what Mrs [redacted] calls this room, but we labeled it as Sun Room Please allow this statement to clarify.These are some hurtful claims to our business and employees here who did nothing but try to help Mrs [redacted] in her time of need Without her cooperation there is nothing that we can do to help rectify or answer her concerns

The business has contacted me and agreed to resolve the problemI would like to close my complaint

Estimate was not complete at the time of complaintNot all of the required information had been gathered to complete the estimateAll issues have been resolved with the customer

Initial Business Response /* (1000, 5, 2015/07/08) */
Contact Name and Title: [redacted]- President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@servpro9766.com
On Sunday, 06-21-2015 at 5:15 P.M I received notification from my call center of an emergency water damage claim in...

Bloomsdale, MO. I was already in Ste Genevieve when the message came in and called her immediately upon receipt of the message. I dispatched a crew to her home and they arrived promptly at 5:47 which was within 32 minutes of receiving her phone message. Phone records and GPS tracking have full documentation refuting her claim of arriving 3 hours after her call. I can run a report from our GPS units that are on all vehicles showing the arrival times if that is requested of me. I can also provide call log documentation showing the time of Mrs. [redacted] call to include an audio recording of the call itself if that is requested.
Upon arrival I met with Mrs. [redacted] and her male friend [redacted] who both obviously had been drinking a lot that day. The water damage was past the point of being an immediate emergency due to the fact of how long it had been wet. In the event of a recent water damage it is imperative to work the loss immediately to prevent secondary damages from occurring such as the secondary damages that had already occurred in this home. Plans for the evening were to extract the standing water on the carpeting to help stabilize the loss until the following day. Mrs. [redacted] was insistent on getting the crews out of her home right away that night stating that I needed to get the guys out of there to be with their family on fathers day. She actually was perturbed with me that my vehicle was blocking the driveway to allow them to leave even faster. There was nothing further to do that night, other than start full demolition on the water affected materials in the home. It was later brought to my attention that Mrs [redacted] was extremely upset that drying equipment was not brought to her home the first day we arrived. Mrs. [redacted] did not understand nor cared to understand that drying equipment was not going to be placed until all of the demolition had occurred. We have no interest in drying wet materials that are to be tore out and disposed of nor would we charge her or her insurance company for such a thing. The non-salvageable building materials had to all be removed prior to drying the structure.
On 6-22-2015 crews went back to the [redacted] home to begin demolition in order to prep it for drying. The demolition was extensive as it involved the entire home. This was more than a one day process to remove all of the structural material without causing unnecessary damages to materials that could be saved. This day the crew pulled all of the wet carpet and padding in which some consisted of multiple layers, removed three layers of kitchen flooring to include vinyl and laminate flooring, blocked furniture items off of the ground, unpacked all of the cabinet contents into boxes so they could be removed, etc. In reading the job logs from that day, our crew chief that was assigned the job discussed with Mrs. [redacted] that they would be back the following day to complete the tear out and then place drying equipment when the tear out was complete.
On 06-23-2015 our crew returned to the home to complete the tear out. Mrs. [redacted] was insistent asking about where the drying equipment was. Our crews told her that the equipment was being transported to her home from another job site while they continued prepping the home for equipment placement. Mrs. [redacted] told our crews to leave her home and not return stating that her insurance adjuster told her to fire us if we did not have drying equipment in our possession when we returned to continue tearing out. The crew explained to her that drying equipment was being transported to the job site in time for placement following the onsite crew completing the tear out and final cleanup.
It should also be mentioned that there were illegal drugs in the home that was discovered by our crews which could be part of the issue here. We were dealing with both alcohol and drugs while working in the home. Our crews turned over the illegal substance to Mrs. [redacted] and [redacted] It was stated by them that the drugs belonged to one of their children. The crews reported that the drugs were then smoked outdoors by one of them when they were turned over to them.
We had considerable time, money, and resources used in trying to meet Mrs [redacted] rushed and unrealistic expectations. I am unsure why she is wanting or feels that she should collect insurance funds for herself for work not performed by her. I cannot explain her motive here.
Mrs. [redacted] brought about concern about mold for herself and our employees. Mrs. [redacted] was asked to stay out of the home while work was being performed. Our employees are offered Personal Protective Equipment. Whether they use it or not is at their discretion as there are not Federal and State Laws governing mold exposure in MO. We meet our requiring by offering it and making it available. It should also be noted that the mold that Mrs. [redacted] speaks of had been in the home and was not there as a result from this water loss that occurred just days prior. According to her statement to me she had a neighbor checking on the home and feeding their fish. She gave me a timeline which could only mean the home was wet for a period that could not have exceeded three days, but could have been a shorter period of time. [redacted] had a previous water loss in the home on 1-7-2014 that she notified us about in 2014, but did not choose to have any water remediation performed at the time. The home was left wet following this occurrence. This call was reported to us as a hot water line that had busted on the kitchen sink causing water damage in the kitchen out into the Living Room. It was reported that water affected the carpeting and pad in the living room, that water ran behind cabinetry, and ran along baseboards into the Living Room. She told us that it had been cleaned up with towels. Leaving this kind of water in a structure over a long period of time will certainly allow mold to grow as it was apparent it did.
In closing, I am not certain that there was anything further that we could have done for her. We were not dealing with rational persons, but rather persons consuming alcohol and using illegal drugs in front of our crew. We tried to explain the process and order of operations for dealing with the water loss, but all she wanted to know was where the equipment was even though it wasn't time for its placement.
We fully intend on sending her a bill for the labor hours incurred on her loss under the terms and agreement signed by her on the Authorization To Perform Services.

Servpro of Farmington has attempted to work with Mrs. [redacted] several times in order to address any and all concerns that she has with her bill and services provided.  We have requested over the telephone and in writing to meet with us to go over each concern with her.  We have asked for...

her to prepare a list of each item on her estimate that she is in disagreement with.  The list has never been received.  We have asked several times for her to meet with us to go over the estimate / bill / and supporting job documentation and she wouldnt.  On 10-06-2016 we sent a letter to her again asking for a comprehensive list of issues that she has so that we can address each and every one.  We also asked again for her to meet with us to go over each of them.  To date we have not received a response from her.  I am attaching a copy of the letter that was sent to Mrs. [redacted] to this response.  We have only been able to respond to a few statements that she has made over the telephone, but many of her concerns had nothing to do with our company or the work we did for her.According to the statement in the Revdex.com report, Mrs. [redacted] states that the mold work that was required to be performed was never done and that she never agreed to it.  In my letter on 10-06-2016 I sent [redacted] copies of all of her signed documents to include the form she signed for the mold work.  The mold had to be remediated prior to drying services being performed and reconstruction.  This work was performed over a several day period.  I will add a copy of this signed document to this response.  I am also attaching a copy of the mold report for the air sampling that was performed in her home showing remediation necessary.  I also have pictures on our file showing some of the mold contamination.  I will attach one picture since thats all the Revdex.com system will allow that shows a large colony of mold growth that was indicative of the areas we were cleaning.  I dont think there is any doubt that the mold remediation had to be performed in order to properly restore the home for [redacted] and her grandchildren to live in.The record also needs to be corrected as far as who hired Servpro of Farmington.  Mrs [redacted] hired us directly.  We were working for her.  We were not hired by the insurance company.Mrs [redacted] also stated that she does not have a Sun Room that we worked on.  To clarify, this is the room that is directly off of the kitchen that you have to take a step down to get in to.  I am unsure what Mrs. [redacted] calls this room, but we labeled it as Sun Room.  Please allow this statement to clarify.These are some hurtful claims to our business and employees here who did nothing but try to help Mrs. [redacted] in her time of need.  Without her cooperation there is nothing that we can do to help rectify or answer her concerns.