Puroclean Emergency Restoration

Initial Business Response / [redacted] (1000, 8, 2016/03/16) */ My name is Jared Horn, I am a Project Supervisor for PuroClean Emergency Restoration based out of Champaign, ILThis is a response to a complaint submitted by [redacted] case number XXXXXXXXMr [redacted] mentions he called the PuroClean office in Pekin, IllinoisTo my knowledge we are the only PuroClean in Central Illinois, so in fact he called our Champaign officeAfter arriving to Mr [redacted] 's home, it was asked how he heard about us and he said he had seen our vehicle down the street the previous Friday while we were on another jobAt this point Mr [redacted] said he would have been on a week waiting list for the other local companies he had calledKnowing about mold and how quickly it can grow, he reached out to us after realizing we were available immediatelyThe week was busy with emergency calls and when the time had come for final billing some mistakes had been madeOnce it was brought to our attention they were immediately correctedAfter reviewing the bill with ***'s wife over the phone the mistakes found were as follows; a fan had been placed in the "Main Level" of the bill for a total of $In the bathroom, the square footage of baseboard removed was correct but it had not been adjusted for resetting itInstead of square feet, it was billed at square feet, that included the area of the bath tub and vanity, which we deleted, for the difference of $The next item was charging all hrsof drive time as "After Hours"***'s wife was correct in saying that "After Hours" driving should only be billed for the 1st day of work since it was a holiday, January 1, We returned the following Monday to finish up, which occurred on a regular business day during business hoursAdjustments were made, lowering the drive time cost from $to $Our goal is to have 100% customer satisfactionIn addition to the corrections mentioned above, we voluntarily removed the "Emergency Service Call" which was $because it was mentioned to us that their insurance company would not cover this particular lossAt no time was it ever made apparent that the [redacted] 's were upset for the charge for the drive timeIn fact, it had already been discussed and the adjustment was made on the billThis is a typical charge, especially with their home being approxhrand minutes awayDrive time is a line item made available on our software, which is used by most restoration companies and is insurance basedWe cannot adjust prices, only variables, i.esquare footage, units, days, milesEmergency Service calls are impossible to estimate due to unforeseen circumstances and damageMeaning we have no idea the extent of the loss until we arrive and begin workingThe [redacted] 's were made aware of this before a work authorization form was signedIn no way was information withheld or mistakes purposely made to incur additional "charges for many services not performed"Everything on the revised bill was done accurately, professionally, and to the best of our abilityBilling mistakes were made due to the hectic week, and were promptly adjusted Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not disagreeing with what was written aboveThe issues are that the website for PuroClean states a Pekin office, see attached document and the no response from owner [redacted] informed us to talk to ***, the owner, if there were any other billing questionsWe tried to reach out to [redacted] multiple times via email to discuss but never received a phone call backHis only response was to talk to [redacted] even though [redacted] told us he called the owner and that he should be expecting a call from us

Initial Business Response /* (1000, 8, 2016/03/16) */
My name is Jared Horn, I am a Project Supervisor for PuroClean Emergency Restoration based out of Champaign, IL. This is a response to a complaint submitted by [redacted] case number XXXXXXXX. Mr. [redacted] mentions he called the PuroClean...

office in Pekin, Illinois. To my knowledge we are the only PuroClean in Central Illinois, so in fact he called our Champaign office. After arriving to Mr. [redacted]'s home, it was asked how he heard about us and he said he had seen our vehicle down the street the previous Friday while we were on another job. At this point Mr. [redacted] said he would have been on a 2 week waiting list for the other local companies he had called. Knowing about mold and how quickly it can grow, he reached out to us after realizing we were available immediately. The week was busy with emergency calls and when the time had come for final billing some mistakes had been made. Once it was brought to our attention they were immediately corrected. After reviewing the bill with [redacted]'s wife over the phone the mistakes found were as follows; a fan had been placed in the "Main Level" of the bill for a total of $76.11. In the bathroom, the square footage of baseboard removed was correct but it had not been adjusted for resetting it. Instead of 9 square feet, it was billed at 25 square feet, that included the area of the bath tub and vanity, which we deleted, for the difference of $12.83. The next item was charging all 14 hrs. of drive time as "After Hours". [redacted]'s wife was correct in saying that "After Hours" driving should only be billed for the 1st day of work since it was a holiday, January 1, 2016. We returned the following Monday to finish up, which occurred on a regular business day during business hours. Adjustments were made, lowering the drive time cost from $682.22 to $568.26. Our goal is to have 100% customer satisfaction. In addition to the corrections mentioned above, we voluntarily removed the "Emergency Service Call" which was $174.76 because it was mentioned to us that their insurance company would not cover this particular loss. At no time was it ever made apparent that the [redacted]'s were upset for the charge for the drive time. In fact, it had already been discussed and the adjustment was made on the bill. This is a typical charge, especially with their home being approx. 1 hr. and 45 minutes away. Drive time is a line item made available on our software, which is used by most restoration companies and is insurance based. We cannot adjust prices, only variables, i.e. square footage, units, days, miles. Emergency Service calls are impossible to estimate due to unforeseen circumstances and damage. Meaning we have no idea the extent of the loss until we arrive and begin working. The [redacted]'s were made aware of this before a work authorization form was signed. In no way was information withheld or mistakes purposely made to incur additional "charges for many services not performed". Everything on the revised bill was done accurately, professionally, and to the best of our ability. Billing mistakes were made due to the hectic week, and were promptly adjusted.
Initial Consumer Rebuttal /* (3000, 10, 2016/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not disagreeing with what was written above. The issues are that the website for PuroClean states a Pekin office, see attached document and the no response from owner. [redacted] informed us to talk to [redacted], the owner, if there were any other billing questions. We tried to reach out to [redacted] multiple times via email to discuss but never received a phone call back. His only response was to talk to [redacted] even though [redacted] told us he called the owner and that he should be expecting a call from us.