Invoice confusion mars Indianapolis mold remediation experience

Invoice confusion mars Indianapolis mold remediation experience

COMPLAINT: Baldwin Kloer, Avon, Ind.

"Steamatic of Indianapolis came out to look at some mold remediation work. They provide a high estimate, and if they don't run into the problems, they charge a lesser amount.

"They did a good job and I was very pleased with their work. The two guys who came said all I owed them was $250. I paid them, and then later I got an invoice for $614, less the $250 deductible [they had already] received.

"That wasn't a deductible; it was a payment. I called their number and tried to find out what the confusion was, since I'd been told I only owed them $250, and they never called back.

"They were completely unresponsive. I then received a letter from them saying that they rendered $364 in services. They said it was the final notice, and that if I didn't respond, it'd be turned over to their attorney.

"I went ahead and paid it, and I sent my payment with a letter commenting on what the problem was, and that I had called three times asking for an explanation, and nobody ever called me back."

DESIRED RESOLUTION: "If the company wants to make it right, they could offer to clean the carpet in the room they worked in for free."

RESPONSE: Ken Jenniges, owner, Steamatic of Indianapolis

"I conducted a free mold evaluation in the member's basement, where there was elevated moisture and visible microbial growth. It appeared there was water penetrating through the concrete wall.

"I explained that the damages may be greater inside the wall cavity versus what was on the visible side of the wall. I explained the mold remediation process. I told him the estimate would be prepared as a worst case scenario so he wouldn't be surprised if more microbial growth was discovered.

"I also stated our company policy of collecting half of the amount as a down payment when the job starts and the remaining balance would be due upon completion. I submitted an estimate, via e-mail, that totaled $1,360.

"When we started the process, the crew on-site told me the damages weren't as extensive as originally thought. I told them to let the customer know I'd revise the estimate and submit a new one.

"I told the crew that the customer didn't have to pay the $500 down payment as originally agreed upon, but only $250.

"I submitted the revised bill to the customer with an invoice stating that the amount due was minus the $250 we already collected [or $364]. The revised estimate and total invoice was $614.

"The customer called and left three messages at my office to discuss the bill, and I tried calling the customer four to five times, but I was never able to contact him. Every time the customer called, I tried to respond the same day."

STATUS: Resolved

Editor's Note: Kloer informed Angie's List that Steamatic cleaned his carpet as requested, and that he considers the matter closed.


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