SERVPRO of Hoboken/Union City

In response to the claim with ID # *** *** filled out and signed the responsibility paperwork for equipment for his unitWhen invoiced, it was his responsibility to either make a claim, pay the invoice out of pocket or pass the invoice off to the responsible partyThe work performed
was in his “owned” unit and it is his responsibility to pay for our servicesHe had given us no other party or person to contact to collect on this debtThe only time he did respond was when we told him that he was going to collections*** benefited from the services we performed in his unit and we still have not been paid for our services. Thank you, Darlene P*** Office Manager SERVPRO of Lower Manhattan212-564-6365 SERVPRO of Hoboken/Union CityFairmount AveJersey City, NJ

We went out to do an emergency service for [redacted] on August 8th, 2016. Damon T[redacted] was the production manager for this job. Her insurance carrier denied her claim. After this, she explained that she couldn’t afford the services that were performed, so Damon went out to her home several...

times to discuss billing and ultimately reduced her bill significantly. This original invoice was for $2,518.67. We reduced the bill to $687.89. Even after many phone calls between the customer, Damon and myself, she refused to pay for the services stating that she would only pay once insurance had paid her first, even after being offered a payment plan or to pay with a credit card. Being that insurance denied her claim, the customer became responsible for payment of services. We finally received payment after 6 and a half months. Please feel free to contact me with any questions or concerns regarding this matter. Thank you, Darlene P[redacted] Office Manager SERVPRO of Lower Manhattan[redacted]

Complaint: [redacted]
I am rejecting this response because:The response from ServPro was only partially accurate, and nothing was signed that indicated I was responsible for the cost of using their equipment, or for any services ServPro provided (see attached "Equipment Responsibility Form"). What ServPro left out was the fact that my building management company initiated and ordered their services throughout the building (public spaces and private condos) due to a major plumbing accident above my condo unit. ServPro employees came to my door unsolicited, after I already cleaned up the flood in my condo, and ServPro's manager (Maikel C[redacted] offered their equipment to help dry out the affected ceilings, walls and floors, and he also ASSURED ME that either the building management company or ServPro would cover the expense. Therefore, I only signed their form to "receive equipment" under these specific conditions, but I never agreed to, or signed any document that said I was responsible for payment to ServPro. I've challenged them several times on this issue, because I did not initiate or order their services. Further, when I received ServPro's invoice, I tried several times (prior to ServPro sending this issue to collection) to contact ServPro's manager (Maikel C[redacted] and left him several phone messages, for the purpose of holding him to his personal assurance that I would not be responsible for payment. Mr. C[redacted] has NEVER returned any of my calls. 
In my opinion, it seems like ServPro tried to take advantage of all flood-impacted tenants, and "offered services" under the guise of "the building insurance" will take care of this, or ServPro will cover it based on their work in the building common areas. Very unethical!ServPro said they would "eat the cost," and when the building management refused to cover it, ServPro came after me anyway for this invoice (stating that services took place inside my apt). In addition, because I already cleaned up my flood, many of the expenses on the invoice are false (e.g. cleaning manpower and cleaning products were never provided, but they were included in their false invoice), and they only left a couple air blower machines in my condo overnight. I called ServPro the following day (which was a Friday) to remove their equipment and they eventually came a couple days later when it was convenient to them (since they don't seem to work on weekends), but they still included the extra days in this false invoice. Again, totally unethical! I will be happy to challenge ServPro on who initiated the call and ordered their services (the condo building management, NOT ME), and challenge ServPro's manager (Mr. C[redacted] on his personal claim that I was NOT responsible for any expense (i.e. either the building management's insurance or ServPro would "eat the cost"). Their tactics of taking advantage of people during a serious plumbing/flood crisis are despicable, along with their false invoice and manager who won't respond when confronted on his promises.There is nothing in the "Customer Responsibility Form" that says I was responsible for the cost of usage. It only states that I would be responsible for the cost of equipment if damaged, and would indemnify ServPro if my electrical system was damaged as a result of using their equipment (see attached). Please ask ServPro if they can prove that I called to initiate and order their services, because my building management does not have any authority to order any services on my behalf. ServPro runs a highly unethical business, and that is why I am reporting them to the Revdex.com.
Regards,
[redacted]