ServiceMaster Restore

Mr [redacted] ’s new accusations and actions are inaccurate and libelHe was given a verbal estimate of $2,- $3,on the original scope of workHe changed the scope of work, requested additional services, was advised that there was an additional cost, he approved and we moved ahead and completed the workMr [redacted] was the only one using vulgar language and name callingServiceMaster Recovery by Close remained professional at all timesAll calls between Mr [redacted] were recorded and have been reviewed to confirm this.We bill by the unit or square footWe did not inflate any billingHis insurance company reviewed and audited our bill and everything lined up, everything was determined to be accurate and justifiable.Mr [redacted] paid our bill in fullIf things were truly as Mr [redacted] described them then why did he pay the bill?

ServiceMaster practices unfairly to consumers ? they spoke to my insurance company before me found out that I was receiving 10k and jacked up an outrageous price for tearing up some carpet and cutting a few walls ? I was very upset and I'm still upset ? I was called stupid and was told that this was what going to happen ? they told my wife that they had permission to do the work I never gave the approval nor did I ask for any extra services as my wife my plumber used a shop vacation and pool pump to clear water ? I agree that they did work bit there is no way that it cost dollars ? I was given a verbal estimate of and I was never given an estimate of they tricked us and if that's a fair business practice then business has really changed over the years ? I have a MBA in business and Economics so I'm not too stupid as I was called ?

ServiceMaster practices unfairly to consumers they spoke to my insurance company before me found out that I was receiving 10k and jacked up an outrageous price for tearing up some carpet and cutting a few walls I was very upset and I'm still upset I was called stupid and was told that this was what going to happen they told my wife that they had permission to do the work I never gave the approval nor did I ask for any extra services as my wife my plumber used a shop vacation and pool pump to clear water I agree that they did work bit there is no way that it cost dollars I was given a verbal estimate of and I was never given an estimate of they tricked us and if that's a fair business practice then business has really changed over the years I have a MBA in business and Economics so I'm not too stupid as I was called

ServiceMaster practices unfairly to consumers they spoke to my insurance company before me found out that I was receiving 10k and jacked up an outrageous price for tearing up some carpet and cutting a few walls I was very upset and I'm still upset I was called stupid and was told that this was what going to happen they told my wife that they had permission to do the work I never gave the approval nor did I ask for any extra services as my wife my plumber used a shop vacation and pool pump to clear water I agree that they did work bit there is no way that it cost dollars I was given a verbal estimate of and I was never given an estimate of they tricked us and if that's a fair business practice then business has really changed over the years I have a MBA in business and Economics so I'm not too stupid as I was called

The intention of this letter is to respond to a complaint filed with the Revdex.com, ID ***We contacted Mr*** *** on 10/8/because we were notified by his homeowner’s insurance company that he had water damage in his basementWe met with *** *** 10/8/at 3:15pmWe walked him through
the process of cleaning and drying the basementWe gave him a verbal figure of $2,500-$3,He wanted to confirm with his insurance company that all charges were going to be covered by his homeowners insuranceWe also spoke with his insurance company to confirm everythingMr*** *** waited two days before having us do the work, we did not start any work until 10/10/at 12:06pmNo one forced him to use our services and he had plenty of time to consider all his options.During the dry out process it was determined that sewage was in the water, and he requested that we provide additional servicesThese services were not included in the original verbal quote, this was explained to him by the project manager running the jobWe performed and completed all the services requested from usMr*** *** then signed a statement of completion and satisfactionWe then billed his insurance company.His insurance company reviewed and audited our bill and was able to establish that it was accurate and all charges were justifiableHis insurance company paid our whole bill in fullHis insurance company sent Mr*** *** a check with our name on it and he deposited it into his bank account.This is not a case of ServiceMaster not providing poor service nor is this a case of a customer not having the funds to pay for the job that was completedThis is a case of greedMr*** *** was paid in full for all the services provided by ServiceMaster by his insurance company and now that he has that money in his account he wants to keep it.We have tried to talk to Mr*** *** on several occasions to work this outHowever, his profanity, crude remarks and Mr*** *** yelling over us on the phone have not allowed us to proceedIt is literally Mr*** *** yelling the whole time on the phone, claims representatives at his insurance company have the noted the same inappropriate, rude and unprofessional behavior.If Mr*** *** wants to settle this he needs to pay our entire bill in full, $4,643.65, by 12/12/If we do not have payment at that point we will add all interest and all attorney fees incurred in collecting this moneyIf he continues to spread lies about our company and try to further defame ServiceMaster we will take the appropriate legal actionHis compliant to the Revdex.com is not accurate nor factual.Below you will see a copy of the contract that Mr*** *** singed and is currently in violation of and which we intend on fully enforcingThere is also a copy of the statement of completion that he singedIn addition there is a copy of the final billing approved by his insurance company and there is both before and after photos that justify every line item on the bill

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I REGRET NOT RESPONDING SOONER, BUT WE HAVE BEEN OUT OF TOWN FOR THE PAST WEEKFIRST LET ME ADDRESS THE STATEMENT THAT MRNEIL F* DID RESPOND TO MY CALL WITH "I WILL SEE YOU IN COURT, I HAVE VIDEOS", HE NEVER ASKED ME MY COMPLAINT, JUST THOSE WORDS AND HUNG UPAS REGARDS TO THE EXTERIOR CLEANIWAS NEVER CLEANEDI WILL REPEAT THAT THE ONLY WORK DONE BY THIS COMPANY AND THE TWO YOUNG MEN THAT SPENT THEIR TIME ON THEIR CELL PHONES WAS TO CLEAN THE CEILINGS, TWO CEILING FANS, ONE COUCH AND TWO CARPETSTHE KIDS BEDROOM WAS NEVER ENTERED, THE BATHROOMS WERE NEVER TOUCHED THERE WAS NO CLEANING DONE TO WALLS, BASE BOARDS, COUNTERS, FURNACE, DOORS, NOTHING DONE BUT WHAT I INDICATEDMRF* IS WILLING TO ACCEPT $BECAUSE HE KNOWS THAT AUTO OWNERS PAYMENT WAS TO BE FOR WE RECEIVED A CHECK FOR BECAUSE OUR DEDUCTIBLE IS $I REPEAT WE WILL PAY ONLY FOR SERVICES COMPLETED IN THE AMOUNT OF $I WAS THE ONE WHO CLEANED THE WALLS, MINI BLINDS, DID ALL THE PACKING, CLEANED COUNTERS ETC, IF MRF* DOES HAVE VIDEOS, I SHOULD BE IN THEMI WOULD BE MORE THAN HAPPY TO RESOLVE THIS ISSUE, BUT I WILL NOT BE SCAMMED BY HIS COMPANY
Regards,
*** ***

Mr*** ***’s new accusations and actions are inaccurate and libelHe was given a verbal estimate of $2,- $3,on the original scope of workHe changed the scope of work, requested additional services, was advised that there was an additional cost, he approved and we moved ahead and completed the workMr*** *** was the only one using vulgar language and name callingServiceMaster Recovery by Close remained professional at all timesAll calls between Mr*** *** were recorded and have been reviewed to confirm this.We bill by the unit or square footWe did not inflate any billingHis insurance company reviewed and audited our bill and everything lined up, everything was determined to be accurate and justifiable.Mr*** *** paid our bill in fullIf things were truly as Mr*** *** described them then why did he pay the bill?

The intention of this letter is to respond to a complaint filed with the Revdex.com, ID ***We contacted Mr*** *** on 10/8/because we were notified by his homeowner’s insurance company that he had water damage in his basementWe met with *** *** 10/8/at 3:15pmWe walked him through
the process of cleaning and drying the basementWe gave him a verbal figure of $2,500-$3,He wanted to confirm with his insurance company that all charges were going to be covered by his homeowners insuranceWe also spoke with his insurance company to confirm everythingMr*** *** waited two days before having us do the work, we did not start any work until 10/10/at 12:06pmNo one forced him to use our services and he had plenty of time to consider all his options.During the dry out process it was determined that sewage was in the water, and he requested that we provide additional servicesThese services were not included in the original verbal quote, this was explained to him by the project manager running the jobWe performed and completed all the services requested from usMr*** *** then signed a statement of completion and satisfactionWe then billed his insurance company.His insurance company reviewed and audited our bill and was able to establish that it was accurate and all charges were justifiableHis insurance company paid our whole bill in fullHis insurance company sent Mr*** *** a check with our name on it and he deposited it into his bank account.This is not a case of ServiceMaster not providing poor service nor is this a case of a customer not having the funds to pay for the job that was completedThis is a case of greedMr*** *** was paid in full for all the services provided by ServiceMaster by his insurance company and now that he has that money in his account he wants to keep it.We have tried to talk to Mr*** *** on several occasions to work this outHowever, his profanity, crude remarks and Mr*** *** yelling over us on the phone have not allowed us to proceedIt is literally Mr*** *** yelling the whole time on the phone, claims representatives at his insurance company have the noted the same inappropriate, rude and unprofessional behavior.If Mr*** *** wants to settle this he needs to pay our entire bill in full, $4,643.65, by 12/12/If we do not have payment at that point we will add all interest and all attorney fees incurred in collecting this moneyIf he continues to spread lies about our company and try to further defame ServiceMaster we will take the appropriate legal actionHis compliant to the Revdex.com is not accurate nor factual.Below you will see a copy of the contract that Mr*** *** singed and is currently in violation of and which we intend on fully enforcingThere is also a copy of the statement of completion that he singedIn addition there is a copy of the final billing approved by his insurance company and there is both before and after photos that justify every line item on the bill

Mr. [redacted]’s new accusations and actions are inaccurate and libel. He was given a verbal estimate of $2,500 - $3,500 on the original scope of work. He changed the scope of work, requested additional services, was advised that there was an additional cost, he approved and we moved ahead and completed the work. Mr. [redacted] was the only one using vulgar language and name calling. ServiceMaster Recovery by Close remained professional at all times. All calls between Mr. [redacted] were recorded and have been reviewed to confirm this.We bill by the unit or square foot. We did not inflate any billing. His insurance company reviewed and audited our bill and everything lined up, everything was determined to be accurate and justifiable.Mr. [redacted] paid our bill in full. If things were truly as Mr. [redacted] described them then why did he pay the bill?

After discussing with my cleaning techs, I did find areas on both estimates that were not completed by us.  There are a few reasons why this would have occurred which are below;   Incorrectly "copy & paste" on the estimator which caused items to be included in areas they did not exist....

 For example "Clean Carpet" when it should have been "Clean Floor"   This estimate was sent to the adjuster for adjuster review.  We received no indication from adjuster that the claim was paid for close to two weeks.  There were items on our estimate which needed to be done but not by our company.  It is very common for us to write an initial estimate but not perform all the work.  It is my understanding that [redacted] has not been billed by Service Master, just simply received a check from her insurance company with a copy of our estimate.     I reached out to the adjuster on 7/14/2016 and explained that the siding did not clean up and would need to be replaced and that he would need to speak to the insured regarding this.  We did not include siding in our estimate as it is up to the adjuster on how much he/she is going to replace.  I did leave the siding minimum in as it will be required prior to the siding replacement to ensure if there is any damage behind it.   It appears the remaining issue with the bill regards "cleaning".  In a smoke/soot loss as this was, we are remediating soot and odor.  In most cases, depending on the prior condition of home and what caused the soot/odor, a simple pass with cleaning agent will take care of this.  We do not and are not expected to return the house to a better condition than it was in prior to the loss.  That being said, if there were issues with the cleaning, the next step would be notifying the Service Master and adjuster so the option of sealing and painting could be discussed.  This however was not the case, as the only contact we received after 7/7/2016 which was the day we were completed was when we received a certified letter on 8/1/2016.  Insured references calling Service Master with a response of "you will see me in court",  I can only say that does not sound like our company and would have been happy to have the first discussion of what the issues were.   I have corrected and updated the following 2 attachments to reflect work performed; 1.[redacted] (CORRECTED-contents) 2.[redacted] (CORRECTED-structure)   These two attachments listed above A & B combined represent actual work performed and total $3,809.65    I have also attached the contract, 3.[redacted] (ATR & ATP), that was signed on 7/1/2016 by Mr. [redacted].  This contract is signed prior to every loss and stands for ATR "Authorization to Repair" & ATP "Authorization to Pay".  It was "estimated" that the completion time was to be 1-2 weeks with a "estimated" cost of $20,000.00.  The job was completed on 7/7/2016 within the 1-2 weeks period given.  The $20,000 total would represent a worse case scenario where interior would have been sealed, painted and siding been replaced.     ServiceMaster by Clean Air Management 4424 McCarty Lane Lafayette, In. 47905 765-449-7470 office 765-449-2014 fax [email protected]