Servpro of the Southtowns

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Thomas [redacted]

The business called and explained that the consumer paid the invoice minus the antimicrobial amount, indicating that the matter had been settled

SERVPRO of The Southtowns was called into the [redacted] residence to mitigate theirwater damage on July 14,201 5. During the mitigation process the [redacted]'s were very helpfuland attentive. Once the mitigation work was nearing the end the [redacted]s's relievedthemselves to the upstairs. During...

this time is when the final steps were taken by SERVPROYstrained and certified technicians. These technicians are certified by the IICRC in Water DamageRestoration and Applied Structural Drying. These certifications follow the S500 Guidelines thatstate CAT2 and CAT3 water damage should have an antimicrobial agent applied, Sporicidin,after mitigation. This product is applied to the affected structure as the drying equipment is beingplaced. The product does have a medical odor, but it dissipates fairly quickly. The odor rate ofdissipation is increased with the heavy air movement and dehumidification that the commercialdrying equipment created as it was placed. SERVPRO took Mr. [redacted]s concerns andquestions very seriously. After taking all his details SERVPRO examined the file and notes by theonsite technicians as well as speaking to them in person, all job photos were then examined.Once SERVPR had all details Mr. [redacted] was called back and this issue was discussed.SERVPRO stands by their employee's notes and verbal statements that they applied Sporicidin.SERVPRO understands that our company's reputation and customer satisfaction are the mainreason we have been in business for 20 years and is the trusted name with all major insurancecompanies. For this reason SERVPRO offered a "good faith discount" on the final bill total. Thatwas given to Mr. [redacted] and he said he would think it over and decide what to do from here.SERVPRO never heard back from him.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Thomas [redacted]

RE: [redacted]To Whom It May Concern:On 8/15/15 SERVPRO of The Southtowns was contacted by Mr. [redacted]'s insuranceagent regarding services needed for a sewage backup. Upon the initial call to Mr. [redacted] alljob site details and scheduling was discussed. SERVPRO of The Southtowns arrived at...

the homeof Mr. [redacted] on Sunday 8/16/2015. A lead production manager and 2 technicians, all 3 areIICRC certified as well as have been with SERVPRO of The Southtowns for multiple years, theyare fully seasoned and knowledgeable in all aspects surrounding this type of loss. During thistime all services to be performed were explained to the onsite contact that Mr. [redacted] set up tomeet our technicians and gave verbal and written approval to perform services. SERVPRO of theSouthtowns would never rip out carpet and walls without fully explaining to on site contact thatthese are highly contaminated materials due to raw sewage.All services performed were completed at the standards set forth by the IICRC and hisinsurance company's requirements, [redacted] Insurance. Due to the bio-hazard situation of thisparticular job all affected materials must be removed. Sewage backup's contain contaminants thatcan cause serious illness or disease. Disease causing agents in raw sewage include bacteria, fungi,parasites, and viruses and can cause serious illnesses including bacterial infections, Tetanus,Hepatitis A, Leptospirosis, infections by Cryptosporidium & Giardia and gastrointestinaldiseases. Materials such as drywall and carpets and all other soft goods that he is in reference ofcannot be left in place, once drywall has absorbed sewage and the sewage has seeped into thecarpet fibers, SERVPRO nor [redacted] Insurance cannot be guarantee sanitization.Mr. [redacted] has been previously granted a discount in the amount of $370.90 ascustomer good will. Our equipment was at his location for 5 days, one of those 5 days SERVPROcould not monitor due to storm situation and another of those 5 days Mr. [redacted] was notavailable to let us in to monitor. Again, due to customer good will we have discounted 2 days ofequipment charges from his bill. This was a bio-hazard job performed on a Sunday and allcharges are justified. Mr. [redacted] has maxed out his claim with his insurance company andreceived all monies associated with this bill. Our original bill is in the amount of $2,302.83 afterdiscount, amount due is $ 1,931.93.Sincerely,Thom and Lyn B[redacted]SERVPRO of the Southtowns•"Like It Never Even Happened"Independent!) Owned and Operated

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] In Mr B[redacted]'s response he claims that my wife and I left the basement area and went upstairs at which time his workers applied
Sporicidin, the antimicrobial agent. We were with the workers right up to the time they were putting their equipment back into
their truck. At this time they asked us who our insurance company was for billing purposes. We told them we would be paying
this out of our own finances. There was no smell indicative of Sporicidin and no way they could have applied it without us
seeing them do it. As anyone who has worked in our home can attest to we never allow people we hire to be in areas where we
cannot observe them so one of us was always in the work area. We were moving ALL the articles that were in their way so we were
always there.
Travis B[redacted] offered us a "good faith discount" of 25% off the Sporicidin application. Why should we pay anything on a service
that was not done ? I also asked for a bill showing services provided broken down by hours and cost per hour. He said this is the
way they bill insurance companies. I'm a private payer and want to be billed accordingly.