Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/19/23 we sustained major damage in our basement due to a plugged city sewer main near our home. The city stated they would pay for the cleaning and suggested 2 companies. We selected Christensons(*** ** ******** ***, Hastings, Ne). During the first week workers completed the initial restoration process. About 6-7 days later Chrisiansens had a trailer delivered to our residence to store basement items while they cleaned the floors. None of the workers discussed a charge for the trailer and one of them stated we could keep it as long as needed. This storage trailer was not discussed in the initial conversation (1/19) when my husband spoke with ******* the supervisor. The restoration/remodel process was slow due to insurance determination, securing a loan and contractor to complete the project. Sometime in April Christensons called to see if we were done with the trailer. We replied that it might be another month and again nothing was said about a charge. On June 3rd we received a bill for $855.57 for the trailer. The accompanying letter stated the city wouldn’t pay and it would be our responsibility. We were shocked as it was never discussed with us. We are retired and on a fixed income. If we would have been informed of the charges we would have moved items to another location. We had discovered damaged items due to workers rough handling and had not discussed with them. (We have pictures of a shattered expensive desk computer monitor). My husband spoke to ******* the manager about the bill in June. He again stated the city usually pays and suggested we pay $400. We have now received a letter threatening a collection agency. This is a very unfair and dishonest business practice. Their staff should inform customers prior to service about costs they may incur. We would like help to arbitrate and also want to warn others of this company’s poor judgement in handling our possessions and also of unfair charges.

  Business Response

  Date: 09/29/2023

  We understand the *********** frustrations due to the city not agreeing to pay for our trailer storage we provided during their restoration and rebuild process. 
  
  
  We were called after hours to the *********** for a water damage claim, they're allowed to pick between two approved contractors, and they chose us which we appreciate. We didn't tell them everything was going to be paid by the city as that's not our place to say, the sewer tech for the city gives the homeowner the information for the two approved vendors to call for the restoration and billing information. We had no issues with the *********** doing our restoration process until the invoice for the trailer was sent. 
  
  
  We sent our invoice for approval to the city of Hastings. They verified the codes we used in ********* (The approved billing software for the city and insurance carriers) was correct but rejected the trailer storage and said that portion needs to be billed to the ***********. We asked the city to communicate this to them so we wouldn't be in the middle which the city agreed. We invoiced once the city stated they spoke to the *********** about it and a few weeks later ***** called upset with the invoice. ******** from the office took the call and explained the city rejected that portion and directed his questions regarding why the invoice wasn't paid to the city of Hastings. After the invoice hit 60 days open accounting sent a new invoice and ***** called again, ******** tried to answer his questions, but it was the same question and statement "why am I having to pay for this and not the city" and "This isn't fair the city should be paying this invoice." ******** felt she couldn't answer or help so she asked ******* to return his call once ******* returned to the office. 
  
  
  ******* spoke to ***** and explained we don't have any control over what an insurance carrier or a city will pay for and explained before we sent the invoice to him, we already took a month or two rentals off because it sounded like there was confusion between the city and the *********** on the invoice amount. ***** didn't realize that and thanked us but still didn't feel the invoice was fair because nobody told him it could be charged to him. ******* explained he understood, apologized for the frustration but Christenson doesn't get told what will or will not be covered as we're not the one paying the invoice, we're just the service provider. ******* explained to ***** that when we did pick up the trailer the fender on the trailer was pushed into the tire from someone backing into the trailer that the techs had to pull and hammer the fender out. ***** said he didn't realize it happened, but it could have been from his neighbor who may have backed into it and then stated we had broken an old keyboard he had. When ******* asked how much that was so we could discuss it he felt like it wasn't too expensive compared to our fender that'll likely cost $200 to $300 just for the fender plus installation. ******* explained a typical rental company would charge the damages to the trailer to the person renting but we were planning to write it off and we'll consider any possible broken items they have, and we have null and void. ***** said, "I think that sounds good" and apologized for the fender being damaged by his neighbor/whomever it was. 
  
  
  ***** still wasn't satisfied with Christenson removing a month or two of rental, not charging for the trailer damages, and removing any interest charges that may have started since the invoice was over 60+ days open at this point. As a last act of goodwill to get it off both plates ******* asked ***** if we could meet in the middle at $400.00 to $500.00 another discount to hopefully create a happy customer but also try to cover at least the damages to the trailer that was used so it's not a complete loss for the company. ***** stated he appreciated that but felt he shouldn't be paying anything then stated he was going on a trip and his wife was giving him a look to wrap it up so they could get going. ******* and ***** both chuckled, he said when he got back from his trip, he'd let us know what they decided. 
  
  
  We never heard back from ***** on this so after another 60 days accounting sent a collection letter due to the invoice now being well over 90+ days old. A week later we were turned over to the BBB. 
  
  
  Christenson understands the frustration the *********** are going through but feels we haven't done anything wrong other than potentially damaging a keyboard per *****. Christenson feels we've gone the extra mile to offer good customer service for a customer that isn't necessarily unhappy due to us but over an invoice by doing the following: 
  
  
  Removing a month or two of rental on the trailer.
  Waiving interest and penalties on the invoice. 
  Not pursing them for the damages done to the trailer. 
  Offering to take another $200+ off the invoice as a last final act of goodwill. 
  
  
  We appreciate the *********** choosing Christenson, we sympathize with them getting an invoice that they weren't expecting but feel the compromises we've made were generous to try to remedy the situation as Christenson isn't in control over what the insurance companies or the cities that allow us to work with will or will not pay which is why we ask any billing questions be directed to the City of Hastings.