Complaints

• Initial Complaint

  06/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5/10, we had a small flood in our house. We paid Kelley Klean $500 to come and fix the water leak. Fortunately it was caught early and only affected a small area. Kelley Klean ran two dehumidifiers for 3 days. Never once did anyone discuss any further payment over the $500 we had already paid. Then on 5/20, we received a bill for an additional $619.43 . Had we been told that this amount was also going to be charged, we would not have continued with their service and feel we are being taken advantage of by them not discussing the full price before expecting payment. We paid half of the $619.43. We do not feel as though we should have to pay more since they did not discuss this price prior to their service.

  Business response

  07/01/2022

  As part of our emergency loss protocol the Customer was told upon scheduling the emergency call that the average job was $1200-2000, ultimately we feel we come in underneath the estimate.   

  
  

   $500.00 is charged as a deposit for work performed. Attached is a copy of the invoice sent to her regarding this project. 

  
  

  She did not ask for any additional estimate info later in the week and after hearing our initial numbers said she would be turning the work into her insurance. This made sense as she had torn out a large area of ceramic tile on her own because she considered the flooring damaged.  
  

  
  

  Drying took 5 not 3 days largely because she waited 3 days after we started before actually fixing the leak.
  

  
  

  When contacted for collection, She flat out refused to pay any additional amount without even asking for a discount due to any confusion or lack of explanation.  The first time she called after receiving the bill, she just told me she would have never engaged our firm knowing what it would cost and then told informed us she wouldn’t pay the bill and hung up. Following this she was not open to any discussion.
  

  
  

  At a later time our office was able to contact her and an agreement to split the remaining invoice between the two of us. She paid the remaining half of the outstanding invoice promptly.  

  
  

  ****** *******

  General Manager
  

  Customer response

  07/05/2022

  I believe the rest of the balance should not be our responsibility and not reported to collections and affect our credit or a lien put on our house.

  Customer response

  07/27/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  We were told that “most jobs run about $1200-2000 depending on the square footage.”  Since we were not given any additional quote and the affected area was small, we assumed that the $500 covered it.  Had we been told prior to receiving the services that it would have been that much more we would not have continued service beyond the $500.  We were never offered to “split the bill.”  That is an outright lie.  The conversations I had with their office were with ***** ********* and as you can see by the documentation that I provided, we were told to pay the entire bill or face collections.  I have never known of a company where the customer has to ask first what additional charges are going to be.  The fact that you provide services without informing your customers that they are going to receive additional charges and what those charges are and expecting them to pay it is fraudulent.  If we were offered to split the price and I have since paid that half, promptly as you stated, why haven’t I received a bill or letter showing a zero balance?  And just fyi, the ceramic flooring was being replaced in less than a month (and we love the new floors!) and since there was standing water underneath it, we decided to go ahead and remove it so that it wouldn’t stink and create mold before the new flooring was installed.  

  Sincerely,
  
  ****** ****

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