Servpro of Northeast Delta Land

Regarding complaint for [redacted] , Servpro did receive a call on Sunday afternoon, 10/19/14, from [redacted] that customer had had a water damage, therefore [redacted] was contacted by [redacted] ***, and [redacted] did want Servpro to come and service her loss At this time, Servpro was not aware that [redacted] had a $***deductible Please see Authorization to Perform which indicates that her claim will be filed to [redacted] Insurance, however customer may be responsible for part or all of her deductible [redacted] spoke with [redacted] on October and they verified at that time that she did have a $***that would have to be paid before any funds would be issued on this claim Therefore on October 23rd, [redacted] called [redacted] to set up a time to bring her rugs back and to collect the amount of Servpro Services which was the amount of $*** At no time did [redacted] try to explain her policy, only to explain that she had a $ [redacted] deductible and that [redacted] was not going to pay out any funds until the amount of $ [redacted] had been exceeded Due to the fact that Servpro's bill was only $***it did not exceed the $ [redacted] and that [redacted] would be responsible for the bill At this time, [redacted] informed [redacted] that an adjuster was coming out on October 24thServpro never heard from her or the adjuster on Friday afternoon, therefore [redacted] called [redacted] to see what the outcome was and to still try to set up a meeting with her to give her an itemized statement as well as return her rugs and she became very offensive and indicated she was not going to pay for our services and that she understood she had a deductible of $*** but she didn't call us to perform any services, nevertheless she didn't call us- we called her and she agreed for us to provide the services and to file her claim to [redacted] on her behalf, however as the contract reads and she signed if the Insurance Company does not pay then the customer is responsible and clearly states that insured could be responsible for all or part of their deductible Settlement: Servpro will wait until final disposition is made from the insurance company to determine if they are going to pay anything toward her claim for our services Upon that decision, a different representative will contact *** to set up a time to return her rugs and to receive payment on balance of account Respectfully Submitted [redacted] Co-Owner - Servpro of Northeast Delta Lands

Regarding complaint for [redacted], Servpro did receive a call on Sunday afternoon, 10/19/14, from [redacted] that customer had had a water damage, therefore [redacted] was contacted by [redacted], and [redacted] did want Servpro to come and service her loss.  At this time, Servpro was not...

aware that [redacted] had a $[redacted]00 deductible.  Please see Authorization to Perform which indicates that her claim will be filed to [redacted] Insurance, however customer may be responsible for part or all of her deductible.  [redacted] spoke with [redacted] on October 22 and they verified at that time that she did have a $[redacted]00 that would have to be paid before any funds would be issued on this claim.  Therefore on October 23rd, [redacted] called [redacted] to set up a time to bring her rugs back and to collect the amount of Servpro Services which was the amount of $[redacted].00.  At no time did [redacted] try to explain her policy, only to explain that she had a $[redacted] deductible and that [redacted] was not going to pay out any funds until the amount of $[redacted] had been exceeded.  Due to the fact that Servpro's bill was only $[redacted].00 it did not exceed the $[redacted] and that [redacted] would be responsible for the bill.  At this time, [redacted] informed [redacted] that an adjuster was coming out on October 24th. Servpro never heard from her or the adjuster on Friday afternoon, therefore [redacted] called [redacted] to see what the outcome was and to still try to set up a meeting with her to give her an itemized statement as well as return her rugs and she became very offensive and indicated she was not going to pay for our services and that she understood she had a deductible of $[redacted]  but she didn't call us to perform any services, nevertheless she didn't call us- we called her and she agreed for us to provide the services and to file her claim to [redacted] on her behalf, however as the contract reads and she signed if the Insurance Company does not pay then the customer is responsible and clearly states that insured could be responsible for all or part of their deductible.
 
Settlement:  Servpro will wait until final disposition is made from the insurance company to determine if they are going to pay anything toward her claim for our services.  Upon that decision, a different representative will contact [redacted] to set up a time to return her rugs and to receive payment on balance of account.
 
Respectfully Submitted
[redacted]
Co-Owner - Servpro of Northeast Delta Lands