Serv Pro of Easton, Allentown, Whitehall

Hello ***:Thank you for your letter dated August 17, Please allow this correspondence to serve as a response to the allegations of *** ***.We were referred to this project by our corporate office on 1/25/The date of the fire was 1/25/We went out to the job site on 1/27/and our
estimator did a walk through with the tenant to look at the items that we would be dealing withWe set up the date 2/1/to start the pack out of her contentsWe submitted an estimate to pack out (meaning remove the personal items from) the whole houseThe tenant requested that she would do the attic and the basement because she did not have enough insurance coverage for the Scope of the proposed projectWe started inventorying, tagging and boxing the content that was in the homeThe tenant went through the items with us and noted which items were a loss, we took pictures of the loss content and the content that was brought back to our warehouseWe removed the contents periodically as we completed our inventoryWe worked every day, (except the weekend) until 2/12/We then returned to the jobsite on 2/29/to remove the remaining content from the houseWe went back to the jobsite to remove more pieces that the tenant wanted us take to the warehouseAT this time, our job was complete at the residence.We inventoried and removed content from the Mud room, the kitchen, the office, the dining room, the living room, the front bedroom, the hallway, the middle bedroom, the left rear bedroom, the right rear bedroom and the stairwayWe have pictures and documentation to confirm this information if you need itWhat the tenant did with the content in the basement and the attic and the loss items that were left in these rooms noted above is between her and her insurance companyWe were not paid for, nor did we bill for any of this work.On 4/8/16, we called the tenant to touch base with herWe asked her when and where She will be wanting her content taken back toShe replied that she would be ready in about a monthWe also spoke with the adjuster and made him aware of the rooms that we packed out and the content that we cleanedHe advised us that he knew this information from the billing that we had sent to him.We called the tenant on 4/15/to inform her that we had received the check for our workThe check contained her name and we would like to stop by her house or she could come by the office to sign the checkWe called again on 4/18/and left another messageWe called the adjuster on 4/19/to see if he had another phone number for the tenant that we were trying to get a hold of her to sign the checkHe informed us that he would try to get in touch with her for usWe also asked him if he knew the address where we would be returning the content toHe did not have the answer to that at this timeWe called the tenant again on 4/20/and left another messageThe tenant returned our call and left a message stating that since she signed our authorization, which states we can have power of attorney to sign the check if the insured is not available, that we should go ahead and sign the checkShe also said that she felt there were some items that we charged for that we should not haveWe can give you a copy of the authorization if you need to see itLater on 4/20/16, our estimator returned the tenant's call and left her a message to call us back so we could go over her concerns.On 4/25/16, we received a call from the adjuster informing us that the insurance company will not be paying for storage of the tenant content after 5/1/The tenant would need to have her contents removed or she would be responsible for the Storage after this timeOur estimator gave the tenant a call to inform her of this situationShe said we can set up the pack in to be completed on 5/2/She will give us the address once she knows where it will beOn 4/29/16, the tenant called and informed us she does not have a place to take her content to, and that she will get in touch with us when she doesWe reminded her that she will be responsible for the storage fees accumulated until her content is returned.On 5/4/16, 5/6/16, 5/9/16, and 5/10/16, our estimator tried to contact the tenant about the address where she wants her content returned and when we can set this up forEach call to the tenant we left a message for her to get back to usOn 5/12/16, the tenant returned our call and said we can return her content on 5/19/at 9am to *** *** **She let us know that we would be putting all of her content into a podOn 5/16/16, we called the tenant to confirm that we would be delivering her content on 5/and 5/20.On 5/19/16, our Crew and our estimator went to the address given to usWhile the crew unloaded the truck into the pod, our estimator went through the contents and the rooms that they were removed fromThis was to address the tenants concerns about the items she felt were incorrectly chargedThe tenant signed the paperwork that we returned her content to her and that our company would not be responsible for the content being left in the podWe came back on 5/20/to bring the remaining contentAgain, we went through the content we were returning and the tenant's husband signed the paperwork for the content this dayThis paperwork also stated that they took the refrigerator and the stove with them, they were not left in the podSince the tenant signed off on our paperwork we believed all of her issues were resolved.On 7/29/16, we received a complaint from our corporate offices that the tenant had filed a complaintWe needed to respond within days of the receipt of the complaintThis is the reply that we sent to the tenant, our trainer and our corporate offices.***:Attached is a copy of the estimate showing the items we did not clean highlighted in pink, except for the refrigeratorThe refrigerator is highlighted to show you the price that we were given to clean itAnother attachment is items that we clean but we did not charge you forThe last page is your husband signature for the refrigerator that we brought back to you cleaned, but you did not want placed into the PodIf necessary, I can give you a copy of the pictures we took of the items and the paperwork showing when the items were cleaned in our warehouse and by whom they were cleanedThe total for the items we did not clean comes to $If you have any questions, please feel free to give us a call.The attachment of the items we charged and did not clean came to $The attachment of the items we did clean but did not charge for came to $No one, not us, our trainer or our Corporate office ever received a response from her.If you have any questions or concerns or would like to see any of our documentation, please feel free to give us a callWe would be more than happy to supply you with any information you needThank you for your time in this matter.Sincerely,Tanya HOffice Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
The company Servpro is stating false information. First I did not verbally agree that they could cash the check, I stated , that until the invoice was adjusted I would not be signing the check. When my Items were delivered I spoke to the estimator Jan and she stated she would review the invoice when she got back to  the office, she never responded. I made numerous phone calls, however they were never returned. I have 6 witnesses to prove that they did not clean the hallway or bedrooms. I also have pictures to prove what I am stating is true. I have responded to every phone call they made to me,but they do not respond to my attempts to contact them. My ajent is working on getting me a copy of the check that was cashed without my permission, this will be sent to the corporate office as they requested. I have been a victim, not only did we loose over half of our content in our home but to be taken advantage of by servpro is disgusting. 
Regards,
[redacted]

Review: I hired Servpro to clean my residence when I had a soot problem as the result of a malfunctioning furnace. They informed me that in order to give me an estimate before work they would have to charge me for the estimate. They then issued the estimate to my insurance company after the work was complete and only when I demanded an itemized invoice did I receive any correspondence in terms of services they claimed to complete and the cost for these services. When I received the estimate I informed them that I had a number of issues regarding services that I know was not performed. I was also very upset because I felt I was being overcharged for performance that was substandard at best. Had I known what they would charge I would never have agreed for them to perform these services. I set up a meeting with the production manager who was 2 hours late for our appointment and failed to inform me that he would be late until I had to make contact with him to find out if he was still coming to our appointment. At this point I told him not to bother wasting any more of my time & I offered a payment which I felt was reasonable based on the services that were actually performed. I was asked by the production manager to forward him a list of my grievances that he would review to see if the estimate could be adjusted any further. He informed me a week later that after speaking with the crew on location they wouldn't be making any adjustments and if I could provide proof he would review it otherwise he expected payment within 5 days. At this point I had yet to receive a bill the only thing I received was the "estimate" that was marked "In progress" and I demanded a formal bill. I also informed him that I would be getting proof and I would be seeking legal counsel. A few days later I received a message about my overdue bill. I still had not received a formal bill. I contacted the office and spoke with owner of the franchise who informed me that he had no reason to believe that his employees were being untruthful about work or quality work performed and he refused to throw them under the bus just because I had a complaint. Not once in that conversation did he ask to come to see my residence or ask to schedule a meeting to show him the pictures I had to show him that the work was not completed. I informed him I would be taking legal action. Servpro apparently bills the structure and the contents separately. Approximately two weeks after I spoke with the owner I received a letter from the Attorney informing me that if I did not pay the Contents bill they would be filing civilly and I would be subject to their attorney fees of $750 plus I would liable to interest of 1.50% and they did not mention the Structure bill which according to them should have also been past due. I feel this is a ploy to get more interest from me and charge me double for their attorney fees.Desired Settlement: I feel they should provide me with an actual bill complete with mailing address and due date before they are able to demand payment. I will not accept any email correspondence. I also feel that they should adjust the estimate and deduct all items that I can prove were not completed.