SERVPRO OF NORTH MORRIS COUNTY

"Our firm scoped the member's attic and made a proposal for services. He agreed to the services and price, but asked us to perform the work as soon as possible, since he was selling his house. We manipulated our schedule to put his project first and accommodate his request. A contract was signed detailing the services to be performed for $1896. (I have seen other companies charge significantly more for this service). We advised that the work would take two partial days, strictly for the purposes of allowing him to plan his schedule. Typically, this would be a one man job but, since we knew time was of the essence, we sent a crew chief and production technician. Once the job was complete, he did not want to pay the 50% balance due since he did not feel it "was worth it" because it took so little time. I reminded him that the job was not based on time, but the services provided. He was still not satisfied. In the interest of customer service, I offered to accept only half of the balance, a 25% discount, and he readily agreed. Some time after, he requested documentation of our completed work for his records. We sent him documentation to be used a evidence for the sale of his house. It was then that he decided that the agreed upon discount was still not enough and asked for more. Ultimately, he wanted us to provide our services for less than HALF the original agreed to price. This was not acceptable. We feel we have been more than fair with the member, and gone well beyond any other company providing these services. We take pride in our work and ask our customers to complete a Certificate of Satisfaction at the completion of each job. We are proud that we have a 99.2% positive rating with numerous testimonials. Unfortunately, you cannot satisfy everyone, no matter how hard you try."