ADI

We apologize for any discrepancies, however, Mr [redacted] signed and agreed to an amount of $for our servicesIt was not until the final day when the job was complete that Mr [redacted] complained about our price and wanted a discountAs you can see in the attached "Proposal- [redacted] ", the amount is clearly reflected to be $and Mr [redacted] signed and paid the amountAs you can see in the attached document, " [redacted] _Roy-1_FINAL_DRAFT_CAR", the amount that we should have charged is significantly higher, therefore, he was already being given a discountMr [redacted] should have addressed his concerns with us, prior to us completing the work

In reference to complaint # [redacted] :We met with Mr [redacted] on August 1, At this time, we provided a proposal for work to be performed in the amount of $(please see attached “Proposal”)Mr [redacted] agreed to the price and proposal and paid $upfrontOn the last day, August 5, 2016, Mr [redacted] paid the final payment of $We collected payment upfront because typically water damages caused by ground water are not covered by insuranceFollowing SERVPRO® Storm Team guidelines, we are required to collect 50% upfrontOn the final day, Mr [redacted] did not express any discrepancies with our work, but felt that the price was too high.We provided a line item estimate that shows what Mr [redacted] should have been charged (please see attached “ [redacted] -1_FINAL_DRAFT_CAR”).As you can see in the attached document “IICRC S– Cat Water”, category water is defined as the following: “Category water is grossly contaminated and can contain pathogenic, toxigenic or other harmful agentsExamples of Category water can include, but are not limited to: sewage: toilet backflows from beyond the toilet trap regardless of visible content or color; all forms of flooding from seawater; ground surface water and rising water from rivers or streamsand other contaminated water entering or affect environment, such as wind-driven rain from hurricanes, tropical storms, or other weather-related event sources may carry silt, organic matter, pesticides, heavy metals, regulated materials, or toxic organic substances.”We followed industry standards and treated this loss as a category loss.There was a clay-like silt substance throughout the basement floorIn order to clean properly, we pressure washed 100% of the floorAfter pressure washing, we extracted the water with a truck mounted extractor We treated 100% of the basement floor with an anti-microbial agentWe setup fans and [redacted] Max Dehumidifier (classified as an XL Dehumidifier in our estimating software - Xactimate)The equipment was setup on August 1, and pulled on August 5, This is days of drying, however we charged for days of drying only.On the final day, August 5, 2016, Mr [redacted] signed a Certificate of Satisfaction, which the only poor scores received were in reference to utilizing our franchise in the future, recommendation to use our company to a family or friend, and overall satisfactionOn question #of the survey, the customer is asked to rate our company on a scale of to for the following question: “I was impressed by the SERVPRO® Franchise’s on-site personnel that performed services at my residence or place of business”Mr [redacted] rated our company out of Please Note: We were unable to attach photographs, copies of receipts, and credit card authorizations due to the limited amount of attachmentsWe can provide this documentation if it is needed

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Again, not acceptable. The only reason I agreed upfront was it was an open insurance claim with *** *** and they were recommended/sent by *** ***. I foolishly thought both *** *** and ServPro were honest companies and would not overcharge or take advantage of a victim in this situation. The "proposal" was a one line ambiguous statement and the cost breakdown was a $booking fee and $for the actual work???? See the attached! The only itemization I ever got was after the fact (days) in a email in the form a questions in response to my insurance adjuster questioning ServPro's chargesIt did not match the work performed on my site nor what *** *** expected in response to the claimI could not voice any discrepancies with the work "upfront" as it was not performed yet so I could not know that what was actually performed did not match what I was charged forThis further came to light once I got the estimate from *** *** for the damage and it did not match what ServPro "proposed" although *** ***s scope and estimate was a better match to the actual work performedAs a matter of fact, I had the crew redo several areas as they did not clean it sufficiently. Still in all, the basement (as shown in the pictures) still has significant silt in it. The actual work performed, in the light of day and after fully dry, was of poor quality and did not meet what the objective of the job was; to clean the basementServPro's motto "Like it never happened" was not met in this case. There was no standing water to
extract. All water was removed and the basement was already dried when
they arrived. There was no Cat wateragain, basement was dryIt
was an unfinished basement with no absorbent materials, only concrete and a few
feet of 2xtreated studs. I question their claim of Cat water (and am back up by the *** *** insurance adjuster) both on
the fact there was no standing water and that the crew wore no protective gear
whatsoever or never once warned me of any danger. If it was indeed Cat
as they claim (which is was not), they knowingly put both me and themselves in
danger. Concerning the "cleaning", it was cold pressure washed with water from my hose; no chemicals were used. The whole sqft of the basement was NOT treated with
antimicrobial spray, only the sqft of wood studs at the base of the stairs; I witnessed this.
*** *** even confirmed "they do not treat concrete".
This is a totally bogus charge and a lie and I cannot see how *** can now say it was done 100%. 100% FALSE! This was obviously made up to justify the ridiculously high cost. There was days of drying period (actually, less than hrs)5:PM 8/1- 12:PM 8/when I turned them off when *** called and said he could not make it out to pick them upThey were picked up the next day, 8/04. There was no implied break or discount given, it was never days and days was the only drying time discussed/agreed. More lies to try to justify the outrageous cost for the actual poor quality work performed. I also notice they are back-peddling on some of their claims (dehumidifiers), days drying, use of steam, etcyet still have managed to keep their invoice HIGER than beforeMystifying. On the final day when they finally showed up to get the equipment, I was displeased and voiced it. I asked for a price adjustment based on what was actually done and the not so great outcome. I was told "you agreed to it". I was also told I was paying for travel, lodging, and meals for the whole crew???? I never agreed to that! What kind of business practice is that. Another lame attempt to justify an outrageous cost. The man crew was courteous, *** was not quite as nice when I raised my concerns (after payment upfront)I voiced my concerns and questioned cost and service from start to finishAgain, he simply said "you agreed to it"There was no discussing it further whether I was satisfied or notThe man crew was courteous and professional and I specifically noted I would never use ServPro of Plymouth (or anywhere) again or recommend them; I certainly did not give ServPro of Plymouth a out of 10!!! Seriously? I did NOT rate the company, I rated the guys that were on site. *** got my money and he was done at the at pointI got the same response from *** *** over the phone as well I signed the papers to end this ordeal and get them out of my houseI assumed if I had any claims, I could follow up with *** ***, the Revdex.com, MD State's Attorney, ServPro Corporate, and/or my credit card company. At that point, I just wanted the unpleasant ordeal over with. Additionally, it wasn't until 8/that I got the estimate from *** *** and I fully realized that I was overcharged for the actual work done and encountered the brick wall that was *** *** and his trumped up claims to justify not adjusting the invoice/bill. It was then, after the fact, that I realized I was charged for level and services that were not performed and because "I agreed" to pay upfront, I was now in the position of needing to recover my money for the bogus chargesIt was then that I also took the pictures and realized just how poorly the basement was cleaned and the amount of residual silt remaining after fully drying. Unlike ServPro of Plymouth, I am honest and I paid because I foolishly though I was obligated to as it was an open insurance claim; I should have refused looking back. Again, unfortunately, I did not know the full extent of the cost/service discrepancy until 8/when my insurance adjusted provided his estimate on the claim; after I had paid in full. I knew the charges were extremely high, but only after the fact did I find out how high that justified my pervasive concerns thought-out. The fact that ServPro of Plymouth is so unwilling to meet at an agreeable solution as they have been fully paid upfront, are unwilling to admit that they did not do what they charged for or was required for the claim, and are making up things to justify the cost charged after the fact, confirm my suspicions of how dishonest, greedy, predatory, and unprofessional they truly are. The *** *** Insurance Adjuster's emails back me up fully on this. Shameful.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
This is not acceptable.  Firstly let me state, what I agreed to and what I received were 2 entirely different things.  Also, I did question the price and what I would be getting for that high price upfront.  I also questioned and complained when it was done as it still seemed I was charged WAY too much for the services actually rendered.  All I was told was "You agreed to it".  That the business says I did not question it is an outright lie.  They got their money upfront and from then on, they could care less, both in the service they provided (not what they say they did, I was there and saw everything done), and whether I was satisfied with the price or quality.   Secondly, there are 2 reasons for my complaint.  First, this out of state business was sent in response to an insurance claim during a state of emergency in MD by my insurance company.  They completely rejected the Insurance companies estimate while the claim was active.  The Insurance adjuster asked them to adjust their bill, they refused.  I did pay upfront as that was the only option, other than refuse service, that I was given.  As this was the first time I have ever filed an insurance claim or used a remediation service, I had no idea how this should be done as they were sent by the Insurance company.  I feel ServPro did know what was proper business practice, but went around the normal procedure of confirming with the insurance company first and then charging me upfront; both of which the insurance adjuster said was not accepted business practice.  This seems clearly to be taking advantage of a flood victim by forgoing what was considered proper practice by the Insurance adjuster.  Also, I was charged for Cat 3 clean-up that I did not get.  I was charged for steam cleaning that I did not get.  I was charged for an extra dehumidifier that I did not get.  I was charged for an extra day of drying that I did not get. AND... I was charged for 1500 sq ft of antimicrobial spray application that I only receive 8 sq ft worth of treatment.  This is unacceptable as this was paid for upfront, but the agreed service was not received.  How could I have known this business was this dishonest upfront?   My second problem is the actual service rendered was sub-par and unacceptable.  I have attached pictures before and after.  The only thing that needed to be accomplished in this job was to remove light silt from my then dry basement.  My basement is still orange from remaining silt and some areas appear to not have been cleaned at all.  There was nothing in the basement to not allow them to clean it properly; it was unfinished, empty, and dry.  Again, by making me pay upfront, I have no recourse for services not rendered or inadequate outcome????  This is outrageous, shameful, poor and deceptive business practice, and VERY poor customer service.   I have attached the following supporting documents: Narrative of issues, Pictures before and after, emails from this business and [redacted] and myself, [redacted] estimate.  At this point, even the [redacted] estimate is not acceptable as I will need to have the basement re-cleaned based on the extremely poor work performed.  I have never felt so victimized by a company, received such poor service, or been treated so poorly in terms of cus[redacted]er service.  As to the document they claim they attached but is not, a "new" estimate of the costs after the fact to show they "actually" gave me a discount.... that was generated well after the emails attached and in a response to the insistence of the [redacted] Adjuster for them to adjust their bill.  Again, what kind of business practice is this????  Trumping up charges after the fact to show they could have charged EVEN more?????  The original site-unseen estimate was WAY too high to begin with and especially so as the claimed services to be rendered and the actual services rendered were not the same nor was the work done with any quality whatsoever.  I can see why the wanted payment upfront; they are crooks and not to be trusted.  Remember "Better Business Begins With Trust"!!!!  NOT in this case.
Regards,
[redacted]

In reference to complaint #[redacted]:We met with Mr. [redacted] on August 1, 2016. At this time, we provided a proposal for work to be performed in the amount of $1900.00 (please see attached “Proposal”). Mr. [redacted] agreed to the price and proposal and paid $1000.00 upfront. On the last day, August 5, 2016, Mr. [redacted] paid the final payment of $900.00. We collected payment upfront because typically water damages caused by ground water are not covered by insurance. Following SERVPRO® Storm Team guidelines, we are required to collect 50% upfront. On the final day, Mr. [redacted] did not express any discrepancies with our work, but felt that the price was too high.We provided a line item estimate that shows what Mr. [redacted] should have been charged (please see attached “[redacted]-1_FINAL_DRAFT_CAR”).As you can see in the attached document “IICRC S500 – Cat 3 Water”, category 3 water is defined as the following: “Category 3 water is grossly contaminated and can contain pathogenic, toxigenic or other harmful agents. Examples of Category 3 water can include, but are not limited to: sewage: toilet backflows from beyond the toilet trap regardless of visible content or color; all forms of flooding from seawater; ground surface water and rising water from rivers or streams. and other contaminated water entering or affect environment, such as wind-driven rain from hurricanes, tropical storms, or other weather-related event sources may carry silt, organic matter, pesticides, heavy metals, regulated materials, or toxic organic substances.”We followed industry standards and treated this loss as a category 3 loss.There was a clay-like silt substance throughout the basement floor. In order to clean properly, we pressure washed 100% of the floor. After pressure washing, we extracted the water with a truck mounted extractor.  We treated 100% of the basement floor with an anti-microbial agent. We setup 6 fans and 1 [redacted] Max 200 Dehumidifier (classified as an XL Dehumidifier in our estimating software - Xactimate). The equipment was setup on August 1, 2016 and pulled on August 5, 2016. This is 4 days of drying, however we charged for 2 days of drying only.On the final day, August 5, 2016, Mr. [redacted] signed a Certificate of Satisfaction, which the only poor scores received were in reference to utilizing our franchise in the future, recommendation to use our company to a family or friend, and overall satisfaction. On question #5 of the survey, the customer is asked to rate our company on a scale of 1 to 10 for the following question: “I was impressed by the SERVPRO® Franchise’s on-site personnel that performed services at my residence or place of business”. Mr. [redacted] rated our company 9 out of 10. Please Note: We were unable to attach photographs, copies of receipts, and credit card authorizations due to the limited amount of attachments. We can provide this documentation if it is needed.

We apologize for any discrepancies, however, Mr. [redacted] signed and agreed to an amount of $1900.00 for our services. It was not until the final day when the job was complete that Mr. [redacted] complained about our price and wanted a discount. As you can see in the attached "Proposal-[redacted]",...

the amount is clearly reflected to be $1900.00 and Mr. [redacted] signed and paid the amount. As you can see in the attached document, "[redacted]_Roy-1_FINAL_DRAFT_CAR", the amount that we should have charged is significantly higher, therefore, he was already being given a discount. Mr. [redacted] should have addressed his concerns with us, prior to us completing the work.