Woodard Cleaning & Restoration

We apologize for any inconvenience or frustration that the customer has experienced while working through the repairs at her homeWe pride ourselves on providing our customers with an on-time project using quality materials and workmanshipWhile we acknowledge that the project has taken longer than expected, we also recognize that repairs actually commenced on 4/12/which puts the project at just under seven monthsWe agree that there is a punch list of items to be completed on the project and after meeting with the customer this week, we all agree that correcting these items will complete the job, and we assess the job at 95% complete at this point Part of the delay occurred when the customer indicated that she might not be able to pay the balance due - we paused work in order to work through this issue with the customerWe have every intention of correcting any issues for work that Woodard is responsible forA team from Woodard met with the customer earlier this week to review the punch list again, and to work toward a resolution that's satisfactory to both parties

Woodard Cleaning and Restoration was contracted to perform building repairs at Ms [redacted] ’s home in the summer of Ms [redacted] signed a Certificate of Completion on December 9, 2013, which signifies acceptance by the customer of the work completed for this job Included in the contracted scope of work was to replace square feet of concrete at the walkway between the front porch and driveway Woodard completed this work Repairing the driveway was not included in the scope of work for this project, and Woodard was not paid to repair the driveway We are also unaware of any calls or complaints related to this issue We believe that our work was completed as contracted, and we are very sorry if there is any confusion at this point

To whom it may concern: My name is *** *** and my husband, ***, filed a complaint against Woodard Cleaning & Restoration this eveningI was extremely frustrated and prematurely filed the complaint, shortly after filing the complaint we received an email from the managing contractorI
think our problem can be solved and I'm vehemently requesting that my complaint be retracted, pleaseIf you could email me back or give me a call at ***Thank you for your attention to this matter*** ***

Woodard is very sorry Ms. [redacted] feels the ways she does, especially after the extensive work done to provide her outstanding  service.  Below is a summary of how Woodard has gone above and beyond in and attempt to please Ms. [redacted]. Ms. [redacted]'s key to her front door was unfortunately lost by a...

Woodard subcontractor as she reported, therefore Woodard paid the full cost to have her locks replaced. To correct the issue of spilled paint, Woodard sent one of our top certified carpet cleaners to Ms. [redacted]'s house to rectify the situation.  Ms. [redacted] was not happy with the result even though there was no visible paint left on the carpet therefore Woodard agreed to replace Ms. [redacted]'s carpet at no charge to Ms. [redacted] or her insurance company. The hardwood floor did have some paint that seeped through the carpet and our Director of Construction Services discussed this with Ms. [redacted].  They agreed the original hardwood flooring would have needed restoration based on its condition prior to the paint spill, therefore the decision was to leave this spot alone, especially since it was to be covered by carpet again. This is the first time any of the Woodard team has heard of an issue of a broken vacuum cleaner.  All of Woodard's Carpet Cleaning and Mitigation trucks are equipped with a vacuum cleaner and it is not the standard for Woodard to use customer's equipment. The damage to the refrigerator and water shut off valve was also repaired by Woodard at no costs to Ms. [redacted] or her insurance company. The Project Manager repaired the damaged railing by the stair's leading to Ms. [redacted]'s home.  Unfortunately, this is also the first time anyone at Woodard has heard of Ms. [redacted]'s unhappiness with the quality of material used for the repair. During storm damage clean-up, a light was indeed broken and replace.  Our job notes show Ms. [redacted] was offered an option for another light at this time. Based on the design of her home, the roof requires two different types of materials.  Since the two types of materials are from different manufacturers, they were matched as best as possible and are similar to what was installed before the insurance claim. The scope of work was outlined at the time of the loss, submitted and approved by Ms. [redacted]'s insurance company. All pricing for restoration work is set by the insurance company and the charges for the services provided for this type of loss were well within the standard guidelines. As part of the guidelines, an initial estimate was created then as the job progressed additional supplements were submitted.  Ms. [redacted]'s insurance company approved these supplements.  There were zero unknown additional costs to Ms. [redacted]. Woodard was also unhappy with the way Ms. [redacted]'s claim was originally handled, therefore it was escalated to our Director of Construction Services and Manger of Claims Management well over a year ago.   This team handled Ms. [redacted]'s claim personally.  Ms. [redacted]'s claim has been approved, closed and paid by her insurance company.  Woodard's understanding is she has not paid more than her insurance deductible for both the emergency roof tarping, water mitigation and reconstruction of her home.  We do feel Woodard has been fair and reasonable in the resolution of Ms. [redacted]'s claim.

Woodard Cleaning and Restoration was contracted to perform building repairs at Ms. [redacted]’s home in the summer of 2013.  Ms. [redacted] signed a Certificate of Completion on December 9, 2013, which signifies acceptance by the customer of the work completed for this job.  Included in the...

contracted scope of work was to replace 36 square feet of concrete at the walkway between the front porch and driveway.  Woodard completed this work.  Repairing the driveway was not included in the scope of work for this project, and Woodard was not paid to repair the driveway.  We are also unaware of any calls or complaints related to this issue.  We believe that our work was completed as contracted, and we are very sorry if there is any confusion at this point.

Initial Business Response /* (1000, 19, 2015/07/10) */
Contact Name and Title: [redacted] VP-Operation
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]247.com
We at [redacted] are very sorry to hear of Ms. [redacted]'s complaint. [redacted] responded to Ms. [redacted]'s sewer back up as part...

of a multi-home flood issue in Maplewood, Missouri, during June 2015. Unfortunately, Ms. [redacted] experienced a Category 3 water loss in her home, which means sewage and other contaminates that can affect the indoor environment of the home were present. To mitigate the damage, industry protocol recommends extracting all liquid contaminates, removing affected drywall, cleaning of both structure and contents (that can be saved), and disposal of those items that can't be saved. [redacted] provided these services, and assisted the [redacted] in the disposal of contaminated contents that shouldn't be saved.
In providing these services, we did respond to the [redacted]'s home 4 times. Initial services were performed as described above, along with an additional service of cleaning under a refrigerator once it was returned to its original location. The 3rd visit took place when Ms. [redacted] stated she did not feel her basement floor and walls had been cleaned. Although our crews and records show it was cleaned, customer satisfaction is extremely important to us, so we cleaned again at no additional charge. During the 4th visit, the team fixed a leaky shut off water valve in Ms. [redacted]'s restroom. This also was done at no additional charge.
As part of the recommended claims process, Woodard takes photos of disposal items to assist with insurance claims or replacement issues. Woodard took 92 photos of the [redacted]'s sewer back up, 44 of which were the items that were disposed of. The majority of Ms. [redacted]'s affected contents had already been placed in her back yard by the time Woodard responded. [redacted] staff separated these items, listed all items marked for disposal on a disposal list, presented the list to Ms. [redacted] for approval and signature, and then disposed of agreed-upon items. Unfortunately, at no point was a television or computer part of the affected contents Woodard dealt with.

It is important to note Ms. [redacted] was not billed nor has she paid $4,800 to [redacted]. The St. Louis Metropolitan Sewer District took responsibility for Ms. [redacted]'s loss, and all costs associated with this loss were invoiced to them.
Again, we are sorry that Ms. [redacted] is still dissatisfied, but we feel that we've taken all reasonable measures to resolve the issues she notes.
Initial Consumer Rebuttal /* (1500, 21, 2015/07/10) */

We apologize for any inconvenience or frustration that the customer has experienced while working through the repairs at her home. We pride ourselves on providing our customers with an on-time project using quality materials and workmanship. While we acknowledge that the project has taken longer...

than expected, we also recognize that repairs actually commenced on 4/12/2017 which puts the project at just under seven months. We agree that there is a punch list of items to be completed on the project and after meeting with the customer this week, we all agree that correcting these items will complete the job, and we assess the job at 95% complete at this point.  Part of the delay occurred when the customer indicated that she might not be able to pay the balance due - we paused work in order to work through this issue with the customer. We have every intention of correcting any issues for work that Woodard is responsible for. A team from Woodard met with the customer earlier this week to review the punch list again, and to work toward a resolution that's satisfactory to both parties.