Complaints

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1/13/2023 entered agreement to dry out 3 areas of my home. Equipment placed on 2nd floor, main level, & basement. 2nd floor & basement equipment retrieved by AllServ 1/16. Main level equipment retrieved by AllServ 1/19. Original invoice given to me 1/19 at my residence for $5364.45. I disputed the amount due to overcharges. AllServ emailed me a revised invoice 1/31 for $4938.75 having removed overcharges for the 2nd floor & basement from 4 days to 3 days. I replied to the email on 2/1 giving awareness that overcharges for the main level still exists - invoice list 3 fans and 1 dehumidifier but there were only 2 fans (a picture was included showing there were only two fans). I also mentioned still being overcharged for equipment overall on the main level and 6 days being unwarranted due to the AllServ Technicians failure to show up for a scheduled appointment on the evening of 1/17 to check area dryness & AllServ's failure to give a reasonable notice on sending Technician out 1/18 to area dryness. As of this writing I have not been contacted by AllServ regarding my email reply on 2/1. I hand delivered a check payment of $4938.75 to AllServ business on ****** ** 2/13 (invoice due date) even though there were amounts still in dispute as to not affect my credit. I am seeking a reimbursement amount of $171.00 for there being 2 fans on main level, and $256 for equipment being left two extra days. Water issue occurred on 2nd floor. Some water ran down to main level and basement. Shut off main water value to stop it. Uploading the following documentation: picture of the area of my home showing 2 fans, original invoice, revised invoice, email exchanges with Allserv. I have phone records, text and pictures to support the statements in my reply to AllServ regarding the events that took place on each day.

  Business response

  03/06/2023

  Hello,

   

  Per receiving the statement of the customer regarding our previous work at **** ********* ** ******* ** ****6, All Serv is wanting to attempt to come to a resolution regarding the complaint we received through mail on 3/1/23.

   

  This response is meant in good faith, as we take complaints against our work seriously, and are regretful if the customer is unsatisfied. However, there are a few items that we disagree with regarding our customer’s statements and the interpretations of our work.

   

  The amount of fans we had on the main level were 3 in total, and we currently have photos that back up this claim; please see attached photos detailing the days of photos taken and number of fans. This is corroborated by our technician on site and our mitigation specialist, and the three fans were verified on 2 separate occasions (1/15 and 1/19). The length of days was indeed 6 days which is what was needed for successful mitigation to occur. There is no recorded evidence on our end that our technician had stated that a visit would occur on 1/17, only a verbal communication that “we may come out tomorrow, but we will contact you to let you know if so”, paraphrasing our technician; due to a communication that was sent to our mitigation specialist on 1/17/23 by the customer, we attempted to have our technician sent out on 1/18, trying to expedite our services to attempt to satisfy the customer. Communication with the customer was not reliable, as multiple attempts at contacting the customer the customer stated that she didn’t receive a call or that she was at work and couldn’t accept calls; when calling said customer on a couple of occasions, who said she “was right by her phone” verbally to me, I was not able to speak with her. Her availability was listed as “work from home” sometimes, but could adjust her schedule to be open per our initial conversation; this was not the case on our attempts to schedule her.

   

  This was during a time where we were working as fast and as diligently as we could, as the after effects of the winter storm of 12/23/23 had our schedule booked; we attempted to escalate and get to our customer as fast as possible; the aforementioned phone issues hampered our efforts.

   

  Our work authorization, which the customer has signed, stated approval for direct payment from the insurance company to All Serv; when we attempted to gain information from the customer, the customer stated that we will deal directly with her, not her insurance, and said that she would pay us directly. Our mitigation specialist/estimator explained the estimate to our customer, and even when we revised the items to reduce the bill, our customer did not waver on the 6 days of drying, which is what was needed for successful mitigation to occur in this particular case.  All Serv’s lines of services typically work in coordination with the homeowner’s insurance carrier.  Typically All Serv’s estimates will be reviewed and either adjusted or paid accordingly to our submitted invoice.  Any adjustments to our invoice could be changing the amount being paid for the claim without making the insurance company aware might be a violation of representation on All Serv’s part.  Our pricing for services is set by a national insurance industry-recognized 3^rd party pricing platform called Xactimate that determines the cost of services.  This type of pricing insures insurance companies and customers have consistent and predictable costs. 

   

  We were also waiting for a certificate of completion to be signed so that we may be able to send the invoice to insurance, as explicitly signed by the customer on our work authorization, but unexpectedly the customer had arrived at our physical office location and paid for the revised invoice in full, which prompted us to close the file.

   

  No further communication was received from our customer until this complaint was received.

   

  We do not wish to instigate any ill will nor do we want situations like this to occur, but in this case we feel that no refund is needed.

   

  Sincerely,

   

  

   

  Administrative Asst.

  ###-###-#### Office

  ###-###-#### Fax

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

   

  Customer response

  03/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: I disagree with several of the comments in the response from AllServ. I disagree with comments pertaining to the events that occurred on 1/17, 1/18 and 1/19.  I disagree with their comments pertaining me paying them instead of my insurance company.  I disagree with the comments regarding not hearing from me about further concerns.  I also disagree about them not having any knowledge that I plan to come to AllServ facility and insinuating I made no mention of the Completion document.
  
  Sincerely,
  
  ***** ******

  Business response

  03/09/2023

  I'm sorry to hear that you're unhappy with the scheduling availability to service your water restoration project. Our goal is to provide timely and efficient service to all our customers, and we apologize for any inconvenience we may have caused you.
  We understand that your time is valuable, and we strive to accommodate your scheduling preferences as much as possible. Unfortunately, due to a high volume of service requests and unforeseen circumstances, we may not always be able to meet your preferred time frame. 
  I understand that there may be some disagreement and miscommunication between us, and hope you can accept our apologies.
  Thank you for your understanding, and I look forward to resolving this matter together

  Customer response

  03/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: Allserv put information in their initial reply that has a lot of inaccurate information.  I dealt with and paid AllServ at the request of my insurance company (Nationwide Insurance) because it is Nationwide's procedure. This can be confirmed by contacting them at their 1-800 number. Nationwide came to my home on 1/14 and spent half a day accessing the damage to my home.  Nationwide provided their own estimate for the work which entailed 4 days of dry time and as such paid me $4,199,93 for the mitigation. As I stated in my initial complaint, AllServ only left three pieces of equipment in my home 1/17 and 1/18.  It was failure on my part that I did not take a picture of the side of the living room showing it was empty, but as you can see from my picture and theirs the cords are not the same spot because they changed it when they removed the third fan. Further I have record of the phone calls and text exchanges with this company.  I also sent them an email expressing my concern with their overcharges and have a copy of that email to which they never responded.  In that email I also let them know that I plan to drop my payment off to their office after my disputes were addressed. Because I did not get a response by the invoice due date, I dropped my payment off as not to affect my credit.  Also, I believe AllServ purposefully did not show on 1/17 and sent someone to my home on 1/18 with short notice after I contacted them 6 hours earlier so they could charge me for more days.  AllServ's comments about me saying I was right there when they tried to call about sending someone out is totally inaccurate and I have phone records to show their attempts to contact me (I stated the times in my initial complaint).  I also have record of my interaction with AllServ about the no show.  I hold to what I requested in the initial complaint. AllServ did not check the equipment in my home on Saturday 1/14. They came out on 1/15 to check on the equipment but only after I called them because the Nationwide agent made me aware they are supposed to check it every day. I have email, text and documents from my insurance company that support everything I have stated.  When the AllServ technician came to my home on 1/19 he admitted that he was supposed to have come out on 1/17.  The reason he indicated he could come out on 1/7 at 5:30 p.m. was because he didn't live far from me (about 20 minutes on the east side of town).
  
  Sincerely,
  
  ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩