This is an e-mail that my office Mgr. sent me today. It is in regards to a flood job that we completed and are trying to get paid for.
Duane did call back and they already have a check from the insurance company for $3,900.00, however he wants Steve to discount the invoice as he feels the price for the WD is more than it should be and the check will not cover our invoice and the restoration expenses. I was suprised that he commented to me that "people like us arrive at his 3 million dollar home and bump up the invoice just because he can pay it." I explained that we do not operate that way and would have been happy to deal directly with the adjuster before the claim was settled and that I would pass the request for a discount to Steve and we would be back in touch.
The part that makes me mad is that they are repeat clients, and left to go on a three week vacation while we were drying the place out.
Now, I got to figure out how to handle this................................any suggestions?
Oops, I left out the last part of the conversation.
Despite the comment from him the conversation ended on a positive note and he did compliment our work.
Duane did call back and they already have a check from the insurance company for $3,900.00, however he wants Steve to discount the invoice as he feels the price for the WD is more than it should be and the check will not cover our invoice and the restoration expenses. I was suprised that he commented to me that "people like us arrive at his 3 million dollar home and bump up the invoice just because he can pay it." I explained that we do not operate that way and would have been happy to deal directly with the adjuster before the claim was settled and that I would pass the request for a discount to Steve and we would be back in touch.
The part that makes me mad is that they are repeat clients, and left to go on a three week vacation while we were drying the place out.
Now, I got to figure out how to handle this................................any suggestions?
Oops, I left out the last part of the conversation.
Despite the comment from him the conversation ended on a positive note and he did compliment our work.