Steam Green Inc

Initial Business Response /* (1000, 5, 2016/01/26) */
The customer was under the assumption that we would be able to bill her insurance company at the time of service. This was never agreed upon prior to cleaning. Such a policy would place Steam Green Inc in between the insurer and insured and we...

have no way of knowing what a customer's deductible or coverage includes. It is our policy and the industry standard for the person who hires service to be the person responsible for payment. We dried out 19 homes during the ice storm last month and every single home was an insurance claim. We did not bill third party insurance companies for any of these claims and we had no customers that were surprised by our policy. Back to this complaint, we provided this customer documentation of the products that we used (as she requested) and a receipt itemizing the cleaning. We always give price up front and require someone to authorize the work by signing the invoice which includes our payment terms, which her husband signed prior to the start of the cleaning. When the job was complete, we reviewed the results with her husband and he was satisfied with the cleaning and had no issues about payment (see attached signed payment agreement). We stand behind our work and we would be happy to re-clean any areas in question for the customer at no charge. We have made the customer aware that we would gladly return and re-clean any areas in question. We do not lie to customers to get business. This is why we have an upfront payment policy and require a signature from the customer prior to the work commencing, indicating that the customer understands and is in agreement with the payment terms.