ServPro of the Delta

I am rejecting this response because: Dates 1/21/16 - never received a statement. 2/25/16 - phone call never received, proof of phone log forwarded for Revdex.com review. 2/25/16 - never received a statement. 3/24/16 - never received a statement. The address that was relayed to me from the collection agency was [redacted] [redacted] however it is very similar, it is not my address.  I have no information how the post office would proceed with mail to this address. 4/13/16 I called ServPro and spoke with [redacted] and gave her the correct address. On 4/21/16, I spoke with [redacted] one of the [redacted] regarding more than just the phone records. After calling [redacted] [redacted] to let them know a payment would be mailed on Monday 4/25/16 she stated that ServPro updated the file that a payment for 460.00 had been posted to my account.  She asked why I paid that amount when it wasn't an amount that we had discussed. I told her that a payment hadn't been made yet.  In talking with [redacted] she stated that a customer with a similar last name made a payment for that amount and had been posted to my account in error.  I let her know the reasons I believe they never sent me any statements were due to that invoice I had them pay and the emails that transpired between owner [redacted] and myself.  As of 4/25/16 a check has been mailed to [redacted] [redacted] for 471.88 for the services they performed.  The rep from the collections agency made sure to let me know the payment was to be made to her company and not ServPro. They have lied about the calling me on a specific date, so how can one believe that these statements were actually mailed.  They made errors in posting payments to my account due to confusion, how do I know they don't have my whole account confused with someone else?

We received a call from our corporate office at 1:40 PM on 11/24/15, they had received a call at [redacted] from a [redacted] gave our corporate office the address of [redacted] as the loss site. This is the address that the technicians went to and billing was sent to. Every phone call Servpro receives is documented.If we remove the collection agency charges from the billing, we will be required to pay the collection agency in lieu of the client. Once an account is sent to collections the charges are required to be paid by someone.

I am rejecting this response because: You are correct, I did call your corporate office. Just because I called, doesn't mean that I am the insured. If all calls are documented, I'm sure there is more information you could receive from those, letting you know that I rent this residence. I would never give an incorrect address to have a service performed at my residence. You state "If we remove the collection agency charges from the billing, we will be required to pay the collection agency in lieu of the client" So, does that mean you are contemplating, or you are trying to explain something to me that I am well aware of? Not only am I disputing the $121 collection agency fee, I have also been disputing YOUR $25 late fee.  I'm sure as being a business owner you have had to write charges off at one time or another,  its part of doing business.  If you absolutely believe that I am responsible for these charges, provide me the proof of a phone record where your office actually called me on 2/25/16 as your [redacted] states.  Again, I have provided proof that you actually did not.  All of this back and forth, lying from your company started from your employee damaging my brand new water heater by placing a fan blowing on my pilot light.  Like I said in the email, be glad your employee didn't cause any further damage and that bill wasn't any larger.

Review: 11/24/15 I had a new water heater installed, due to leaking and causing water damage between a conjoining wall and bedroom. Contacted the homeowners insurance, SERVPRO came out on 11/25/15 to set up dehumidifiers and blowers. They left equipment running until 11/27/15. The night of 11/25/15 we lost all hot water. I contacted the company that installed the water heater, they inspected on Thanksgiving day 11/26/15. The company stated that "found giant fan blowing inside water heat combustion blowing out flames. removed fans, inspected burner, purged and re-lit water heater." 11/27/15, I contacted SERVPRO to discuss this issue and find out when they were returning to reinspect the water damage and remove equipment. After they removed their equipment and I received a bill from the water heater repair, I emailed the statement for SERVPRO to pay. A couple email responses from the owner and that was all. I forwarded all of this information to the rep for the homeowners insurance and she said she was going to file a complaint with this business. That is that last I heard from anyone regarding this issue, dating 12/18/15. 4/13/16, I receive a phone call from a collection agency asking about payment. I explained to the rep that I have never received an invoice. She mailed a statement. I called SERVPRO for an itemized statement which they emailed. It had a late fee and a collection fee. 4/21/16 I called the collection agency to let them know a payment for the actual charges would be mailed Monday 4/25 and she said they were notified that I made a payment already. I spoke with SERVPRO manager [redacted], she said it was an error and I still owe that. Correct, however I disagree with the other charges. She stated she called me on 2/25 and spoke with me, which is false. I have my phone records to prove it. They will not remove the charges and I believe that statements were never mailed to me due to the fact I had them pay for their error.Desired Settlement: Remove the late fee and collection agency fee. Furthermore, after all this hassle (their employee damaging the brand new water heater the night before Thanksgiving, being without hot water with two small children and being 9 months pregnant at the time, having my hot water heater worked on Thanksgiving morning, not knowing if I would be able to have hot water to cook a Thanksgiving meal with) and lies from the company I don't feel that I should have to pay for anything.

Business

Response:

Response:We responded to a water loss for [redacted] in November of 2015. The total amount of the loss was ultimately, under Ms. [redacted]'s deductible. Time line as follows: 1/21/16 Insurance company informed us that the claim was under Ms. [redacted]'s deductible and we were to bill her directly. Insurance company also notified Ms. [redacted] that we would be billing her directly. 1/21/16 We mailed a copy of the invoice to Ms. [redacted] at the address where the work was completed. We never received a response. 2/25/16 We contacted Ms. [redacted] via phone from our office informing her that her bill was due and payable per the insurance company, she told us that it was her insurance company's responsibility. 2/25/16 We mailed a second copy of the invoice to Ms. [redacted] letting her know that she would be sent to collections unless she contacted our office regarding payment. 3/24/16 We mailed a final hard copy to Ms. [redacted] letting her know that she would be going to collections if she did not pay her bill or contact our office. She did not respond. 3/29/16 File was sent to collections 4/13/16 Ms. [redacted] contacted our office saying she would pay the invoice but not the collection charges. She claimed she never received anything in writing and that we had the incorrect address. (We explained to her that we hadn't received any return mail from the post office) At this point when it has been turned over to collections we have no authority over their fees. 04/21/2016: Mrs [redacted] called and stated her phone record does not show a call from our office. She also stated that we wouldn't pay for service charge for lighting of her water heater. (water heater relight was in fact paid in December of 2015 check #[redacted]). She will contact Revdex.com & leave remarks on [redacted]. 4/26/16 We have yet to receive the payment Ms. [redacted] promised on 4/13/16

Consumer

Response:

I am rejecting this response because: Dates 1/21/16 - never received a statement. 2/25/16 - phone call never received, proof of phone log forwarded for Revdex.com review. 2/25/16 - never received a statement. 3/24/16 - never received a statement. The address that was relayed to me from the collection agency was [redacted] however it is very similar, it is not my address. I have no information how the post office would proceed with mail to this address. 4/13/16 I called ServPro and spoke with [redacted] and gave her the correct address. On 4/21/16, I spoke with [redacted] one of the [redacted] regarding more than just the phone records. After calling [redacted] to let them know a payment would be mailed on Monday 4/25/16 she stated that ServPro updated the file that a payment for 460.00 had been posted to my account. She asked why I paid that amount when it wasn't an amount that we had discussed. I told her that a payment hadn't been made yet. In talking with [redacted] she stated that a customer with a similar last name made a payment for that amount and had been posted to my account in error. I let her know the reasons I believe they never sent me any statements were due to that invoice I had them pay and the emails that transpired between owner [redacted] and myself. As of 4/25/16 a check has been mailed to [redacted] for 471.88 for the services they performed. The rep from the collections agency made sure to let me know the payment was to be made to her company and not ServPro. They have lied about the calling me on a specific date, so how can one believe that these statements were actually mailed. They made errors in posting payments to my account due to confusion, how do I know they don't have my whole account confused with someone else?

Business

Response:

We received a call from our corporate office at 1:40 PM on 11/24/15, they had received a call at [redacted] from a [redacted] gave our corporate office the address of [redacted] as the loss site. This is the address that the technicians went to and billing was sent to. Every phone call Servpro receives is documented.If we remove the collection agency charges from the billing, we will be required to pay the collection agency in lieu of the client. Once an account is sent to collections the charges are required to be paid by someone.

Consumer

Response:

I am rejecting this response because: You are correct, I did call your corporate office. Just because I called, doesn't mean that I am the insured. If all calls are documented, I'm sure there is more information you could receive from those, letting you know that I rent this residence. I would never give an incorrect address to have a service performed at my residence. You state "If we remove the collection agency charges from the billing, we will be required to pay the collection agency in lieu of the client" So, does that mean you are contemplating, or you are trying to explain something to me that I am well aware of? Not only am I disputing the $121 collection agency fee, I have also been disputing YOUR $25 late fee. I'm sure as being a business owner you have had to write charges off at one time or another, its part of doing business. If you absolutely believe that I am responsible for these charges, provide me the proof of a phone record where your office actually called me on 2/25/16 as your [redacted] states. Again, I have provided proof that you actually did not. All of this back and forth, lying from your company started from your employee damaging my brand new water heater by placing a fan blowing on my pilot light. Like I said in the email, be glad your employee didn't cause any further damage and that bill wasn't any larger.