ComplaintsforEmergency Mitigation Services Restoration Inc

• Initial Complaint

  12/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They were supposed to remove and repair an area of ceiling where the drywall was stained from a suspected beehive. They came out and removed the drywall, replaced it and mudded and textured the area. It was a subpar job on the replacement mud and texture showing the area very poorly. They also damaged the bullnose of an area where they were working. When I complained about the repairs, I heard nothing back. I was told they would finish the job that week but no one showed up. I received a text telling me I would receive a $75 reduction for no showing each day they don't show up. I called and texted the number given with no response for a couple days until a person saying they were a sub contractor, late in the day , saying they could not do the work that day and pointed out right away that the replacement was very poor. They said they would return Saturday and was texted late Saturday that they were not coming back to fix it. I reached out to ****** from EMS but heard nothing. This went on for nearly 2 weeks, no contact. I ended up hiring someone else to repair the poor repairs and paint. This Wednesday I received a call and text saying they wanted to be paid for the job. I pointed out all the problems with the repair, them no showing for nearly 2 weeks and zero communications, the -$75 a day for no showing and was told that none of that mattered and they were going to send me to collections if I didn't pay immediately.

  Business response

  12/26/2023

  Dear ****,
  
  I would like to address the concerns you raised in your BBB complaint regarding the services provided by my company. We fulfilled your request to remove the bee hive and carry out the necessary repairs. Our pricing is determined using Xactimate, a widely accepted industry standard for invoicing, ensuring that our charges are reasonable and fair.
  
  In recognition of the dates when we were scheduled to be onsite but were unable to do so, I provided you with an appropriate customer service credit. It is important to note that neither your contract nor our communications explicitly stated that we would be present at your property every day until the project's completion. However, our subcontractor, who was present onsite, made note of the necessary drywall corrections that were required but could not be immediately addressed due to time constraints on a Saturday afternoon. This information was duly recorded in our system, along with the subcontractor's plans to rectify the issue. He was not able to make it out Sunday due to a family commitment and when he was able to get ahold of you again he noted in our system that you denied to have him back.
  
  Typically, there is a time gap of two to three weeks between mitigation services and repair services. Nevertheless, we completed the entirety of your project within a two-week timeframe, to the extent that you permitted. 
  
  I must also address your response upon receiving our initial invoice, where you stated, "for what, I don't owe you anything," and subsequently filing a complaint with the BBB. It is worth noting that the BBB functions similarly to Yelp as a review platform but requires companies to pay for participation. I am not affiliated with the BBB, and our invoicing practices are valid and in accordance with industry standards.
  
  Thank you for sharing your experience, and I appreciate the opportunity to address your concern.
  
  Sincerely,
  *******************

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