Servicemaster Of Wichita Falls

"The member was provided an itemized estimate of all the tasks performed at her home and the prices of each task. Not all of the rooms in her home were affected by soot from the wildfires. Only the rooms that were affected were initially cleaned. The member contacted the estimator and indicated she was not satisfied with all the cleaning that had been done. I contacted her and took a copy of the itemized estimate to her home. She and I went through the itemized estimate and I explained the computer pricing program. We also discussed each item that was cleaned and she indicated to me those items she felt were not cleaned to her satisfaction. I told her that I would personally return the following day with a crew to re-clean those items/areas she was not satisifed with. It is ServiceMaster's guarantee that we will re-clean any item/area to the total satisfaction of the customer. I also told her that I would inspect all areas of the home to make sure they met the standards of cleanliness. I returned the next day and along with the crew cleaned all items/areas she was not satisfied with, inspected the entire house and cleaned an additional room without charge. After everything was completed I did a walk-through witht he customer and she signed a satisfaction form indicating she was satisfied with the job. The vent cleaner did complete their task. Cleaning the Ac unit consisted of vacuuming dust/debris in and around the unit. We are not HVAC certified and do not attempt to clean internal mechanisms of the unit. The people she questioned about the carpet cleaning were not knowledgeable of carpet cleaning. I had the carpet cleaner return and re-apply carpet protector and re-clean the carpet. She was satisfied with this process. The first on-site representative was correct in telling her that she could pay her deductible in monthly installments. The form is a standard document spelling out the monthly payment program and it does include an interest penalty if the payments are late. This is a standard business practice and in no way meant to charge more than the agreement states. ServiceMaster of Wichita Falls did not submit several invoices claiming services we did not render. An initial estimate was sent to the insurance adjuster. She and I went through the estimate and I made all the changes that she requested and included all the items that we did or did not perform. I then submitted that bill to the adjuster for final payment."