24/7 Flood Response

ITell us why hereThe problem I am having with this customer is that she is NOT willing to compromise at all.The original bill was $and my tech kindly at the beginning of the job...gave a discount to this customerHe did not have to, but he was trying to help her out.She keeps saying we ran her card without her okayPer my technician, they AGREED ON THIS PRICE OF $At that point, she signed our Work Order?contract and told him to go ahead and get startedThe work was completed and we ran the card BECAUSE OF THE ABOVE UNDERSTANDINGShe complained after the job was done, which we dried for days and again, ONLY CHARGED FOR DAYSANOTHER DISCOUNT! This customer is saying my tech yelled and screamed at her ...and said clearly SHE WILL SETTLE AT $ SHE IS THE ONE WHO WOULD NOT LISTEN TO ANYTHING FURTHER...HE WAS GOING TO OFFER ANOTHER $OFF THE BILLI have had this technician for yearsThough he is not perfect, his history with us has shown he has been professional and caring with the customerthis customer is demanding my company pay what she wants to pay and that is itThat is not how we conduct businessWe are willing to compromise BUT SHE IS NOT.I have been in business for years and have maintained an A+ rating with the Revdex.com because we are an honest, caring and good local family business.I am personally disgusted that this customer is being so unreasonableI offered her $yesterday just to make this go away...which is a compromise towards her $demandIT IS LESS THAN HALF OF WHAT THE REAL COST TO THE JOB IS.I have responded with that offer, which SHE OBVIOUSLY IS NOT RESPONDING TOSo, at this point, I need an answerWill she accept the $or not.This time spent on this is not productive for anyoneAnswer the counter offer so we can move forward.The ball is in her court right now[redacted]

Complaint: ***
I am rejecting this response because:This is the professional integrity of this company, in a previous repsonse: "She mentioned pulling the carpet" three sentences later, "*** never told me to pull the carpet"Never in years of property management have I ever dealt with a company that puts so little value in customer service and satisfaction or professional protocol.I made it clear from day that if the end result was not going to be dry, odor free carpet, then I would be better served to pull the carpet and replace it That is not however how this company would make money, they are not interested in the best service to their customers The equipment was pulled without giving me the courtesy of evaluating the job result with anyone.MY CARD WAS CHARGED WITHOUT A FINAL WALK THRU, WITHOUT GIVING ME AN INVOICE AND I WAS LEFT WITH WET STINKY CARPET THAT I HAD TO THEN REMOVE AND MITIGATE MYSELF.I agree that chasing this company to do the right thing is a waste of time I will pay half of the original invoice, (my baseboards were dried), $delivered to their door in certified funds on Monday, November 28.
*** ***

This is the sequence of events per ***: Day 1: On September 26th I met with *** *** at her residenceShe had a water heater leak from her furnace room out into her family roomSince it was clean water I advised her that we could dry everything in placeShe said she had just purchased the
property and wanted to save as much money as possibleShe mentioned pulling the carpet but I told her that I'd let the equipment run until it was completely dry and not charge for any extra daysShe was happy that I was helping her save her money and signed the contractDay 3: ***'s Mom was home and let me in to monitor the equipment and I adjusted the air movers to focus on a few damp areasDay 5: ***'s Mom let me in to check the jobThe carpet was 100% dry in all affected areas so I pulled my equipment and closed the job out*** never told me to pull the carpetShe also told me she had the carpet cleaned, why clean carpet if you are going to remove it? *** talked to *** later and she said she wasn't happy and he apologized and said he wanted her to be happy so he would discount the bill for herWe discounted the bill from $to $900.00, $less then the actual billAlso we charged for days of drying, instead of the actual days that it was thereThat in itself, is another discount.*** and *** spoke yesterday*** had stated to ***, that she only wanted to pay $*** said to her that he already taken @off the bill, day one, just to be kind and helpful to herShe would not hear anything else he had to say, as all she would accept is to pay $500.00.l*** also stated in her complaint, that *** didn't call her backYesterday, at approximately 2:pm, *** did call *** and left her a voicemail.We want to state that *** has been a technician for us, for over yearsWe have never had a complaint about *** like this beforeHe did not lieHe is accommodating to our customersHe is courteous and professionalHe is honest as well. The above is all true. The agreed upon discounted price was agreed upon, which is why she signed our Work Order

Complaint: [redacted]
I am rejecting this response because: [redacted], I have attached your Revdex.com response.  Please reference the underlines.  Again; I have copied [redacted] and Revdex.com for file and record. "She mentioned pulling the carpet" "[redacted] never told me to pull the carpet" Since you have threatened to lien my property; my next step will have to be forwarding this entire situation to my attorney.  I strongly urge you to reconsider a reasonable settlement before you falsely encumber my property, that is a very serious attack, effecting my credit and rights to my home ownership.  Colorado lien law gives you the right to file a lien when you are not paid for your services.  Please remember that I have not refused to pay you for your services; in fact, you charged my card what you wanted to without providing me an invoice.  I have acknowledged all along that I am willing to pay a reasonable amount for services rendered.  Please think very carefully about your next step.   On Fri, Nov 18, 2016 at 4:24 PM, [redacted] <[redacted]> wrote:[redacted],  Please see below; responses to your threats.  I have copied the Revdex.com case # [redacted]. and [redacted] case #[redacted].     Dear [redacted],You complained to the Revdex.com about us. We responded.  I made it clear to both you and [redacted] that I wanted to settle this prior to filing with [redacted] and Revdex.com.  YOU are the ones who adamantly refused to be reasonable in a settlement.  YOU CHARGED MY CARD WITH NO DISCUSSION, NO INVOICE, NO NOTHING.You then texted me on my cell phone. I told you I would email you so here is the email.  I emailed you immediately after [redacted] screamed at me that he would not negotiate.  That was Nov 9.  I heard nothing for a solid week, so I texted you on the 16th that I simply do not have time to play the games and chase you all over for a resolution.  I am prepared to have [redacted], Revdex.com and now it seems, a court to make this determination.  You made it clear to [redacted] and me, that unless we agree to your terms of $500. 00 there is no discussion. A customer is entitled to discuss what they think is fair. We already, from Day 1, out of the goodness of [redacted]'s heart, took $216.00 off the bill, just to be kind to you. NO WORK WAS EVEN DONE AT THAT TIMEHow can you take $216 off a bill before work is even done?....you told [redacted] you just bought the place and did not want to go through insurance, I told [redacted] that insurance would not cover the cost because the deductible was at $2500 and a hot water heater explosion is not covered.  so he wanted to help you out.. We were not required to discount anything...but he did.  The initial price was jacked up for 5 days and then a discount was given.    The process continued, for 5 days, which you were part of.  I made it CLEAR to [redacted] that I did not want to continue to incur cost if the restoration was not going to be effective.  I would prefer to spend the money in replacing the carpet as opposed to trying to save un-saveable carpet.  [redacted] promised each time that the end result would be acceptable.  The smell was horrendous and never got better.  The carpet never dried.  [redacted] assured me time and again that the finished product would be odor free and dry carpet.  When [redacted] pulled the equipment out; (which by the way I did not know until I tracked him down), the carpet was still wet and the odor was still bad.  I called [redacted] immediately.Then you complained, Then you couldn't reach [redacted] so you called the office. The first conversation I had with you, you threatened to go to social media. I ignored that. We had a good conversation. We decided to wait for [redacted] to come back and discuss the matter. The last time I spoke with you [redacted]; you insisted that I settle this with [redacted].  HE SCREAMED AT ME AND POINT BLANK LIED THAT I HAD NEVER REQUESTED TO STOP THE DRYING AND REMOVE THE CARPET INSTEAD OF CONTINUING TO WASTE MONEY.  After a couple of phone calls...you told [redacted] that 'you will settle at $500.00". There were no "couple of phone calls".  I only spoke to [redacted] once and he screamed.  There was no settlement. You demanded it. Perhaps you could have called and asked if he could back out and check out the property, as there was still an odor. We would have sent [redacted] out at no charge.  I DID REQUEST that [redacted] come back out, IMMEDIATELY in my first conversation with him.  He said he would, but never did.  I chased him all over for weeks; on vacation, he lost the paperwork, etc.  Not once did he make an appointment with me to come back out.  I told him that I could not leave wet carpet in my basement to mold, that I had to pull it up.  I do not except demands from customers.  The quality of your service and the subsequent follow up with an unhappy customer is the worst I have experienced even in my 25 years of property management.    We will make a final offer, of $800.00 to you.  If this doesn't happen, we will expect full payment, without the discount, by Friday, Nov. 25, 2016. in the full amount of $1116.00.  I will not pay you in full for the inability to deliver a quality service.    If there is no response from you, we will proceed with sending you to collections and start the lien process.  If you lien my property I will pursue my rights in court.     
Sincerely,
[redacted]

ITell us why here... The problem I am having with this customer is that she is NOT willing to compromise at all.The original bill was $1116.00 and my tech kindly at the beginning of the job...gave a discount to this customer. He did not have to, but he was trying to help her out.She keeps saying we ran her card without her okay. Per my technician, they AGREED ON THIS PRICE OF $900.00. At that point, she signed our Work Order?contract and told him  to go ahead and get started. The work was completed and we ran the card BECAUSE OF THE ABOVE UNDERSTANDING. She complained after the job was done, which we dried for 5 days and again, ONLY CHARGED FOR 4 DAYS. ANOTHER DISCOUNT!  This customer is saying my tech yelled and screamed at her ...and said clearly SHE WILL SETTLE AT $500.00.  SHE IS THE ONE WHO WOULD NOT LISTEN TO ANYTHING FURTHER...HE WAS GOING TO OFFER ANOTHER $100.00 OFF THE BILL. I have had this technician for 7 years. Though he is not perfect, his history with us has shown he has been professional and caring with the customer. this customer is demanding my company pay what she wants to pay and that is it. That is not how we conduct business. We are willing to compromise BUT SHE IS NOT.I have been in business for 13 years and have maintained an A+ rating with the Revdex.com because we are an honest, caring and good local family business.I am personally disgusted that this customer is being so unreasonable. I offered her $800 yesterday just to make this go away...which is a compromise towards her $500.00 demand. IT IS LESS THAN HALF OF WHAT THE REAL COST TO THE JOB IS.I have responded with that offer, which SHE OBVIOUSLY IS NOT RESPONDING TO. So, at this point, I need an answer. Will she accept the $800.00 or not.This time spent on this is not productive for anyone. Answer the counter offer so we can move forward.The ball is in her court right now.[redacted]