ServPro of Madison

Review: On 8/6/14 you arrived at my home to remove water from a spill of appox. 3x4 feet. You set up a fan/equipment to dry the carpet. The next day it was dry so I removed the equipment. I received a call stating you were going to UW Platteville to do a job and wanted me to just keep your equipment until further notice. I proceed to move the equipment out of my way and where it could be easily picked up at your convenience

I then received a bill for $700.77, the job was incomplete there was no agreement as to price much less price per day that this equipment was not even used. As you indicated you return to the job and test the see that the water/humidity is at an acceptable level, which was NOT done. I did send a check for $350 that I though was MORE than fair for an incomplete job but was not accepted. Since your company did not follow through with your own procedures and did only half of what you said you would, I cut my check for half the work.Desired Settlement: This company did not accept any responsibility for there actions after I had spoken with them and continually send me a bill monthly with INTEREST. Any further correspondence will need to come through my lawyer.

Business

Response:

To Whom it may concern:I am writing today in response to complaint #[redacted]. Servpro of Madison continually strives to provide the best customer service possible. We are very sorry that Mrs. [redacted] feels that she was billed inappropriately. I, along with the project manager assigned to the job personally spoke with Mrs. [redacted] back in October of 2014 regarding Mrs. [redacted]'s concerns. It certainly is unfortunate that she has filed a complaint against our company 7 months after services were provided. At 11:59 AM on August 5, 2014 Servpro of Madison received a call explaining that the [redacted]'s had a water damage claim at their residence in [redacted]. It was reported that a 10x10 area was affected from rain water intrusion. Servpro responded and explained our service charges and schedule. Please see the attached "Authorization to Perform Services and Direction of Payment". You will notice that the pricing reflected on this document was not charged to Mrs. [redacted]. She was billed at a reduced rate as is reflected in our scope of work (please see attached document). If Servpro of Madison were to have billed the [redacted]'s at the regular rate her bill would have equaled $859.18. Servpro of Madison gave Mrs. [redacted] a reduced rate of $700.77 taking into account that we did not perform an on site monitor on day two of the drying process. Your typical water damage will dry down to normal drying standards within three days of the beginning the drying process. This is the amount of days we charged Mrs. [redacted]. Taking into account that Servpro of Madison uses [redacted] (regional industry pricing throughout the US used by the insurance industry) - we feel that these charges are very fair and well within industry standards. Our technicians are IICRC WRT certified to assess and remediate water damage claims properly. We use nothing but the best commercial equipment available to give our customers the most efficient service possible. We again, would like to say we are sorry that Mrs. [redacted] feels she has been inappropriately billed but believe that through the documentation presented, it will be plain to see that she was fully aware of the charges and fairly invoiced.Thank you to the Revdex.com for your time and attention with this matter. Sincerely,Sarah P[redacted] - [redacted]