Tom's Service Center

April 11, 2016To whom it may concern:This letter and information is provided in response to complaint ID # [redacted] filed on April 4, by a previous customer of our CompanyWe were given this assignment by [redacted] as we are preferred service providers for [redacted] in this area, see enclosed the dated assignment as of January 8, Note on the assignment there is the name of the insured and highlighted is the name of the person who reported itThe person who reported it is the "boyfriend" of the insured and the main point of contact during the time frame of this mitigation and restorationAll correspondence enclosed were exchanged via this boyfriendWe began the mitigation job as of January 8, 2016, normally a mitigation/demolition job only takes 3-days for a job this size, however due to claimants schedule and hold ups we were unable to finish until January 19, As you can read in the emails exchanged, we were unable to even start the repairs until February due to claimant's lack of response and agreement on work to be performedClaimant says there was never a plumber and clearly in the emails exchanged they asked for a separate bill for JUST the plumbing so that is a blatant lieWe were never asked for any license # for the plumberClaimant's boyfriend, once he decided to go with a different contractor, began picking apart the work that was estimated for and placed prices into his emails that do not match the same pricing as the software we useFor instance, he claims we owed him $to simply sand drywall when the total costs of drywall materials and installation was only $Where he obtained these prices have no idea but I explained in the email provided that this charge did not include sandingThat he could STILL be reimbursed for this from his insurance company as well as the other items he was complaining about such as installation of electrical outletsWe removed line items in the estimate to appease claimant, work that WAS completed, yet we were continually accused of not performing the work that was estimated forThis extra work I put in was AFTER the claimant was paid off of the estimatel put together, but as you can see from the email exchanges they requested change after change and asked me to place items that I didn't have to account for since our company did not do the workI did this to be helpful and provide good service that is being questionedClaimants boyfriend did come to our offices one day to drop a check off for $stayed much longer than necessary bragging about how he was going to be pushy with the insurance company to get more materials and items replaced that were never affectedThe kitchen cabinets were never wet, we have moisture readings and photos from the kitchen area showing that the floor never even got wet, let alone the kitchen cabinets, but claimant's boyfriendstood in my office and bragged about how much money he was going to get out of the adjuster to replace the floor and cabinetsClaimant's boyfriendsaid to have been in this type of business for years and knows so much informationI can't begin to tell you the time wasted listening to this man tell me how great he was/isThere were lots of emails exchanged and countless phone calls where we went back and forth MANY times and put in a lot of time and effort for work that did not have to performWe already lost money on the attempt to make this customer happy but unfortunately we were unable to reach an agreement, for which, I apologized alreadyThe work that was charged for and the refund that was sent were fair for the customer and unfair for the companyWe were helpful, patient and honest with all of our words and all of ouractions.Ashleigh A***Administrative Assistant

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because: Due to the simple fact that they never once contacted me last time o checked my name is on the deed of the house not my boyfriend, a company with good customer service would have contacted me regardless weather they spoke to him, also they say there were countless emails and phone calls well last time I checked they didn't respond to my email before I contacted Revdex.com nor can I even remember the last time they called me, Ive been in contact with the insurance company I've forwarded pictures of the unfinished work to them so hopefully if they ever have to deal with this company again they can warn their clients Regards, Marie Peters

See Attached:

April 11, 2016To whom it may concern:This letter and information is provided in response to complaint ID # *** filed on April 4, by a previous customer of our CompanyWe were given this assignment by *** *** as we are preferred service providers for *** in this area, see enclosed the dated assignment as of January 8, Note on the assignment there is the name of the insured and highlighted is the name of the person who reported itThe person who reported it is the "boyfriend" of the insured and the main point of contact during the time frame of this mitigation and restorationAll correspondence enclosed were exchanged via this boyfriendWe began the mitigation job as of January 8, 2016, normally a mitigation/demolition job only takes 3-days for a job this size, however due to claimants schedule and hold ups we were unable to finish until January 19, As you can read in the emails exchanged, we were unable to even start the repairs until February due to claimant's lack of response and agreement on work to be performedClaimant says there was never a plumber and clearly in the emails exchanged they asked for a separate bill for JUST the plumbing so that is a blatant lieWe were never asked for any license # for the plumberClaimant's boyfriend, once he decided to go with a different contractor, began picking apart the work that was estimated for and placed prices into his emails that do not match the same pricing as the software we useFor instance, he claims we owed him $to simply sand drywall when the total costs of drywall materials and installation was only $Where he obtained these prices have no idea but I explained in the email provided that this charge did not include sandingThat he could STILL be reimbursed for this from his insurance company as well as the other items he was complaining about such as installation of electrical outletsWe removed line items in the estimate to appease claimant, work that WAS completed, yet we were continually accused of not performing the work that was estimated forThis extra work I put in was AFTER the claimant was paid off of the estimatel put together, but as you can see from the email exchanges they requested change after change and asked me to place items that I didn't have to account for since our company did not do the workI did this to be helpful and provide good service that is being questionedClaimants boyfriend did come to our offices one day to drop a check off for $stayed much longer than necessary bragging about how he was going to be pushy with the insurance company to get more materials and items replaced that were never affectedThe kitchen cabinets were never wet, we have moisture readings and photos from the kitchen area showing that the floor never even got wet, let alone the kitchen cabinets, but claimant's boyfriendstood in my office and bragged about how much money he was going to get out of the adjuster to replace the floor and cabinetsClaimant's boyfriendsaid to have been in this type of business for years and knows so much informationI can't begin to tell you the time wasted listening to this man tell me how great he was/isThere were lots of emails exchanged and countless phone calls where we went back and forth MANY times and put in a lot of time and effort for work that did not have to performWe already lost money on the attempt to make this customer happy but unfortunately we were unable to reach an agreement, for which, I apologized alreadyThe work that was charged for and the refund that was sent were fair for the customer and unfair for the companyWe were helpful, patient and honest with all of our words and all of ouractions.Ashleigh A***Administrative Assistant

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because:
Due to the simple
fact that they never once contacted me last time o checked my name is on the deed of the house not my boyfriend, a company with good customer service would have contacted me regardless weather they spoke to him, also they say there were countless emails and phone calls well last time I checked they didn't respond to my email before I contacted Revdex.com nor can I even remember the last time they called me, Ive been in contact with the insurance company I've forwarded pictures of the unfinished work to them so hopefully if they ever have to deal with this company again they can warn their clients
Regards,
Marie Peters