1st Choice Restoration, Inc.

Your card has been refunded $which does not imply any wrong doing on our partAny future contact with this business is not necessary

Attached is the itemized estimate that was approved by insurance on 12/17/14. This is direct response to the "Desired Settlement"request:I want an itemized bill that shows what exactly was doneAnd why it cost so muchI don't think I shouldhave to pay for the services not completed correctly.Thank you,*** ***1st Choice Restoration

ID ***Complaint Involves:Billing or Collection IssuesI had a house fire in November1st choice got called and started in with on the dryingI was told by them they would help from start to finish.This is correct, according to our records the fire started sometime on or around 11/11/14, and
we were first contacted on 11/12/14, and we responded to the property that dayThey set some fans up a heater no hooked up right the first days, and a generator that I had to fuel every hours.Our records indicate that we set up a generator due to no power at the property as a result of the fireOur records also indicate that we set up air movers, axial air movers, dehumidifiers and a thermal exchanger with an air mover, all of which ran for days eachAdditionally, we purchased fuel for the generator and kept it stocked on site in fuel containersWe have documentation showing we set the equipment on 11/12/14, that it was monitored and fuel added daily, and that it was removed on 11/18/We also have pictures of this equipment in Mr***’s home, powered on and runningMr*** may have put fuel in the generator a couple of times and we appreciate his willingness to do soHowever, our portion that was approved by the insurance included only actual labor hours for work performed by our techniciansThey had the guy that was working with me leave their company two weeks later, and nothingI couldn't even get a phone call backA month later I get ahold of someone, who decides I should just make the repairs on my ownAnd won't even write an estimate of cost for repairs.The original project manager that went to this fire had already given notice that he would be leaving the company, prior to our company receiving this restoration projectHis employment ended on 11/21/14.During the resignation of the project manager, the co-manager and estimator of the Walla Walla branch, *** ***, was injured in a serious ATV accident on 10/18/which required multiple surgeriesDuring this time, Mr***s fire occurredAfter release from the hospital *** was on light duty and limited hours of work*** first inspected this fire on 11/18/14, only three days after release from the hospital*** first met Mr*** during this inspection.Because of the opportunity to meet Mr*** on 11/18/the project manager and *** were able to explain in detail that the project manager was leaving and that *** would now be his contact moving forwardAt this point, *** began working with Mr*** and his insurance to come to an agreed upon scope of work for the repairs.According to the certificate of satisfaction that was completed and signed by Mr*** on 12/29/14, he indicated that both the project manager and theestimator, as well as the office staff and other employees were “…courteous, polite, helpful, prompt, clearly explained the process of completing ‘your’ job, neat, courteous, knowledgeable, and professional…”Even with these circumstances being considered, our company stayed in contact with Mr*** throughout the entire processTo further back up this point, we have log notes, phone call records, and emails made and attempts to reach Mr*** and others concerning his claim and the repairs to his homeHis statement of not being contacted and being left out of the loop is simply not trueMuch of the wait time was due to negotiations with the insurance adjuster.As far as Mr***s comment of refusing to write a repair estimate, this is also not trueWe are a company that exists to take care of people and their properties, during one of the most difficult times of their lifeWe are also in the restoration business to make a living, and you only do that by writing estimates and restoring homes when given the opportunityNot writing an estimate and/or not offering our services would go against the obvious values and desires of our company.From the very beginning of our work with Mr***, he communicated to us and made it apparent he wanted to do most if not all of his repair work at the time of the fireIn fact, he was in the middle of a large remodel in the immediate areas surrounding the worst of the fire damageHe was openly talking about how this was all work he was doing himself, and further plans he had of continuing the remodel process.Mr*** had considered having us do a few minor repair items at one point, but when it came down to it, he had us hold offWe helped him go back and forth with the insurance to get the most possible for the damages to his homeIn the end he still wasn’t satisfied with the insurance companies’ response and estimate of repairs so he had us step down because he was filing a complaint against his insurance company with the commissionerHe did in fact file this complaint, as verified by the adjuster.As stated in an email *** wrote to the insurance adjuster on 1/27/15, “…I am not working on any repair estimate at this timeMr*** is taking the information and estimate provided by *** (the adjuster) to others (Insurance commissioner) to discuss its current stateEven after a follow up inspection there was still quite a bit missing from the estimate provided by *** (the adjuster)Until I know more, we are only billing for the original emergency services invoice and estimate that *** is following up onWe are also not planning on performing any of the repairs at this time…” Mr*** was carbon copied on this email and was well aware of the above statementsTwo minutes later the adjuster responded to the above email, and also CC’d Mr*** with this response “…OkThanks for clarifyingI will send everything to ***…”Other than trying to collect on our invoice for emergency mitigation services performed, this is the last we spoke with Mr*** about the repairs to his homeThe service they sub contracted to clean our cloths was horribleThey shrink all our cloths and ripped buttons and cuffs offWas told I had to deal with them.We are a general contractor and would never make a customer deal with a sub-contractor unless the sub-contractor wanted a chance to work with the customer to come to an agreement or understandingThe soft goods cleaning service we contracted for Mr*** has been in contact with him and is currently waiting on a list from Mr*** of the items he feels were damaged by our sub-contractorThe sub-contractor has stated that there were admittedly around or items out of all the items taken that they damaged in the cleaning processOur sub is taking responsibility for these 5-damaged items and will reasonably reimburse the ***s pending the receipt and review of their listThe rest of the soft goods items that were taken were apparently “non-salvage” that was to be submitted to the insurance by Mr*** for replacementI got a bill for I asked for a itemized bill and all I got was well we had some costNo bill on what I'm paying onEven when I went in there it was like they were hiding somethingI at one point got told "we had a lot of after hours filling the generator." Pretty good sense I was the one doing that partThey still won't tell me what the cost are for just sending me nasty grams.The actual amount for our emergency mitigation services is $14,This exact amount was approved by the adjuster and insurance company, and was sent to Mr*** for him to pay us in fullHe was sent a copy of our estimate by the insurance companyAll items on our approved estimate were items we or one of our sub-contractors performed and have records ofThe nasty grams he is speaking of are our standard day (friendly reminder) and then day collection letters for his account being overdueIn fact, after the email (above) that was sent on 1/27/we did not hear from Mr*** until days later on 3/30/when he finally responded to our collection requestsMr*** still has an outstanding balance of $3,816.62, which is over days past dueLastly, we chose to waive finance charges or late fees that would normally begin accruing at the day past due mark, out of consideration of Mr***s difficulties with getting insurance approvalAs of 6/8/15, if we do not receive payment in full for the remaining $3,816.62, we will begin adding these finance charges back into the total amount Mr*** owes.Complaint Background:Product/Service: Fire restoration repairPurchase Date: 11/12/2014Problem Occurred: 12/1/2014Model:Account Number: ***Order Number:Name of Salesperson:*** ***Purchase Price: $14826.29Disputed Amount: $0.00Desired Settlement:I want an itemized bill that shows what exactly was doneAnd why it cost so muchI don't think I shouldhave to pay for the services not completed correctly

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***Thank you, I am so glad it is over, and I only ask for of the back sum of was put in my bank on 4/13/

You need to understand the difference between a transmission and a axle. We did not work on your transmission. The parts you brought in (your parts (ring gear, pinion & bearings) are rear end parts and has nothing to do with a transmission. As for taking down the rating for half your money back...

is not necessary. If you are not satisfied I will refund your money but also understand, by refunding you money does not mean I am guilty of any wrong doing.

As I stated before I will refund your money, you may stop by our shop to pick it up. We do not mail checks to customers. In the future I would suggest you have the parts house repair your vehicle.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Yes, I meant rear end was not thinking but it does not change the facts sir! It was not me that said that is was the parts house that said you should have known aftermarket would not need the crush sleeve; as I posted the exact words he said.As for the money send 75.00 to address listed on your ticket and not total refund; as I said you did putin the bearings. I brought with the other parts and the parts were not factory...... if they had been you would have needed to put in crush sleeve that you said would not fit an aftermarket part   Thank you, [redacted]

2. They set some fans up a heater not hooked up right the first 2 days, and a generator that I had to fuel every 6 hours.
Our records indicate that we set up a generator due to no power at the property as a result of the fire. Our records also indicate that we set up 4 air movers, 5 axial air movers, 2 dehumidifiers and a thermal exchanger with an air mover, all of which ran for 6 days each. Additionally, we purchased fuel for the generator and kept it stocked on site in fuel containers. We have documentation showing we set the equipment on 11/12/14, that it was monitored and fuel added daily, and that it was removed on 11/18/14. We also have pictures of this equipment in Mr. [redacted]’s home, powered on and running. Mr. [redacted] may have put fuel in the generator a couple of times and we appreciate his willingness to do so. However, our portion that was approved by the insurance included only actual labor hours for work performed by our technicians.
The heater was not working for two days, I watched your employee alter an extinction cord from a 3 prong on one end to a 4 prong on the other (funny after an electrical fire) not giving adequate power to the heater. he replaced the cord on the 2nd day.
As for the fueling of the generator. My only issue and what could have stop me from even filling out this complaint, is I requested information about if I was getting charged for labor while I was the one putting fuel into the generator.
3. They had the guy that was working with me leave their company two weeks later, and nothing. I couldn't even get a phone call back. A month later I get ahold of someone, who decides I should just make the repairs on my own. And won't even write an estimate of cost for repairs.
The original project manager that went to this fire had already given notice that he would be leaving the company, prior to our company receiving this restoration project. His employment ended on 11/21/14.
During the resignation of the project manager, the co-manager and estimator of the Walla Walla branch, [redacted], was injured in a serious ATV accident on 10/18/14 which required multiple surgeries. During this time, Mr. [redacted]s fire occurred. After release from the hospital [redacted] was on light duty and limited hours of work. [redacted] first inspected this fire on 11/18/14, only three days after release from the hospital. [redacted] first met Mr. [redacted] during this inspection.
Because of the opportunity to meet Mr. [redacted] on 11/18/14 the project manager and [redacted] were able to explain in detail that the project manager was leaving and that [redacted] would now be his contact moving forward. At this point, [redacted] began working with Mr. [redacted] and his insurance to come to an agreed upon scope of work for the repairs.
According to the certificate of satisfaction that was completed and signed by Mr. [redacted] on 12/29/14, he indicated that both the project manager and the
estimator, as well as the office staff and other employees were “…courteous, polite, helpful, prompt, clearly explained the process of completing ‘your’ job, neat, courteous, knowledgeable, and professional…”
Even with these circumstances being considered, our company stayed in contact with Mr. [redacted] throughout the entire process. To further back up this point, we have log notes, phone call records, and emails made and attempts to reach Mr. [redacted] and others concerning his claim and the repairs to his home. His statement of not being contacted and being left out of the loop is simply not true. Much of the wait time was due to negotiations with the insurance adjuster.
As far as Mr. [redacted]s comment of refusing to write a repair estimate, this is also not true. We are a company that exists to take care of people and their properties, during one of the most difficult times of their life. We are also in the restoration business to make a living, and you only do that by writing estimates and restoring homes when given the opportunity. Not writing an estimate and/or not offering our services would go against the obvious values and desires of our company.
From the very beginning of our work with Mr. [redacted], he communicated to us and made it apparent he wanted to do most if not all of his repair work at the time of the fire. In fact, he was in the middle of a large remodel in the immediate areas surrounding the worst of the fire damage. He was openly talking about how this was all work he was doing himself, and further plans he had of continuing the remodel process.
Mr. [redacted] had considered having us do a few minor repair items at one point, but when it came down to it, he had us hold off. We helped him go back and forth with the insurance to get the most possible for the damages to his home. In the end he still wasn’t satisfied with the insurance companies’ response and estimate of repairs so he had us step down because he was filing a complaint against his insurance company with the commissioner. He did in fact file this complaint, as verified by the adjuster.
As stated in an email [redacted] wrote to the insurance adjuster on 1/27/15, “…I am not working on any repair estimate at this time. Mr. [redacted] is taking the information and estimate provided by [redacted] (the adjuster) to others (Insurance commissioner) to discuss its current state. Even after a follow up inspection there was still quite a bit missing from the estimate provided by [redacted] (the adjuster). Until I know more, we are only billing for the original emergency services invoice and estimate that [redacted] is following up on. We are also not planning on performing any of the repairs at this time…” Mr. [redacted] was carbon copied on this email and was well aware of the above statements. Two minutes later the adjuster responded to the above email, and also CC’d Mr. [redacted] with this response “…Ok. Thanks for clarifying. I will send everything to [redacted]…”
Other than trying to collect on our invoice for emergency mitigation services performed, this is the last we spoke with Mr. [redacted] about the repairs to his home.
I was having problems with the adjuster and I thanked [redacted] for his help. I also verbally ask him several times for an estimate for repairs to show the difference from the adjusters. he was the one who told me I was better off fixing it myself do to the low quality of the adjusters estimate.
4. The service they sub contracted to clean our cloths was horrible. They shrink all our cloths and ripped buttons and cuffs off. Was told I had to deal with them.
We are a general contractor and would never make a customer deal with a sub-contractor unless the sub-contractor wanted a chance to work with the customer to come to an agreement or understanding. The soft goods cleaning service we contracted for Mr. [redacted] has been in contact with him and is currently waiting on a list from Mr. [redacted] of the items he feels were damaged by our sub-contractor. The sub-contractor has stated that there were admittedly around 5 or 6 items out of all the items taken that they damaged in the cleaning process. Our sub is taking responsibility for these 5-6 damaged items and will reasonably reimburse the [redacted]s pending the receipt and review of their list. The rest of the soft goods items that were taken were apparently “non-salvage” that was to be submitted to the insurance by Mr. [redacted] for replacement.
We have contacted CRDN multible time, Mike Buch was given the information several time and and has lost it, or forgotten about it.
I will agree that this is not your doing but I would be not use them again. They took items they were told not to because they where not effected by the fire. And washed them improperly.
5. I got a bill for 15000.00. I asked for a itemized bill and all I got was well we had some cost. No bill on what I'm paying on. Even when I went in there it was like they were hiding something. I at one point got told "we had a lot of after hours filling the generator." Pretty good sense I was the one doing that part. They still won't tell me what the cost are for just sending me nasty grams.
The actual amount for our emergency mitigation services is $14,826.29. This exact amount was approved by the adjuster and insurance company, and was sent to Mr. [redacted] for him to pay us in full. He was sent a copy of our estimate by the insurance company. All items on our approved estimate were items we or one of our sub-contractors performed and have records of. The nasty grams he is speaking of are our standard 15 day (friendly reminder) and then 30 day collection letters for his account being overdue. In fact, after the email (above) that was sent on 1/27/15 we did not hear from Mr. [redacted] until 62 days later on 3/30/15 when he finally responded to our collection requests. Mr. [redacted] still has an outstanding balance of $3,816.62, which is over 90 days past due. Lastly, we chose to waive finance charges or late fees that would normally begin accruing at the 30 day past due mark, out of consideration of Mr. [redacted]s difficulties with getting insurance approval. As of 6/8/15, if we do not receive payment in full for the remaining $3,816.62, we will begin adding these finance charges back into the total amount Mr. [redacted] owes.
My bad $14,826.29, I have not been paid the rest because my mortgage company controls the funds not me. hints the M&T check I gave you last time. My wife is going to Pay you today with our mortgage money, And yes I still have not received a Itemized invoice. It would be nice to see what Im finically relievable for.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Sir, you are rude, and I wish to never see you again, put money to card. Last time I will try to resolve this you are hostal and I am not coming to your shop.I hired you to do a job and you did not do the job and like I said you do not put the sleeve on unless it is afactory part I also ask other shops they knew that, so do get mad at me "cause you did not know that.I should be mad you did not fix my truck. A customer, [redacted]

Review: 1st choice restoration installed a dishwasher into our home. The dishwasher began to leak, we called 1st choice restoration to check on the dishwasher. 1st choice restoration contacted the company they hired to install the dishwasher. The plumber arrived, he was at our home for about 15 minutes. The plumber took pictures of the dishwasher. I asked him if he was going to fix the dishwasher, his reply, he was only sent to diagnose the problem, we would need to call [redacted] to have the dishwasher repaired. Why would 1st choice restoration not disclose to us that they had no intention of fixing the dishwasher and then try to bill us for the plumber coming to our home. During this time we noticed water damage in our laundry room, not sure if problems were related. We were not sure how long the dishwasher was leaking and if it had traveled down the wall. In checking the laundry room, we had discovered a leak coming from the window in the laundry room, not related issues. The invoice we received from 1st choice restoration stated. 1. Emergency service call-during business hours, we never made an emergency phone call. 2. Water Extraction-per hour, there was never any water extraction done. I cleaned up the water that had accumulated under the dishwasher. 3. Tear out drywall, clean up, bag for disposal, the workers did remove three small pieces of drywall, the drywall was placed in a garbage bag and left in my garage. This was per a conversation my husband had with [redacted]. I disposed of the drywall in my garbage can. 4. Apply plant based anti-microbial agent. There was never any anti-microbial agent applied. After going through an extensive restoration due to our septic system backing up into our home I am fully aware of the odor and the workers that had done our original restoration asked us to leave our home while this was being done. 5. Detach Dryer, the dryer was detached, only to have my son and husband detach the dryer again to clean behind it and to reattach the silver tubing which was incorrectly placed. 6. Dust control barrier, there was no dust control barrier the workers simply closed the door to the laundry room. 7. Haul Debris-including dump fees, the debris was placed in my garbage can. During the short period of time that [redacted] was at our home. I asked him, if this was in good faith, his reply, was yes , since it was a recent restoration. We have tried to resolve this matter with 1st choice restoration ([redacted]) only to be told that instead of charging us $547.81 he would instead charge us $400.00. We also spoke with [redacted], [redacted]'s asst. whom told us the paperwork sent to us was not an invoice. We have been sent an invoice for work that had never been done. It is an unethical collection practice for work not done and threatening collection and detrimental effect on our credit score if we do not pay for work that had never been done to our home.Desired Settlement: We would like 1st choice restoration to delete unethical billing invoice sent to us. They are claiming to have done work that was not performed and threatening to send us to collection.

Business

Response:

This letter is in response to the Revdex.com

case number [redacted].

A: 1st

Choice did install a brand new dishwasher in this home and it began to leak 2

years later. The homeowner called us

about the leaking dishwasher. I informed

the homeowner’s that our workmanship has 5 year warranty and that if there was

a problem with dishwasher due to our workmanship, we would cover the expense to

correct it.

B: We knew there was

water around the dishwasher but didn’t know if it was coming from the

dishwasher itself or if it was from plumbing in the wall associated with the

dishwasher, or whether it was clean water or waste water. We dispatched a plumber to identify the exact

source of water. The plumber ran the

dishwasher and immediately found that the leak was coming from and internal

part of the dishwasher. He’s a plumber

and not an appliance repair technician so he recommended the dishwasher

manufacturer be contacted. Our warranty

only covers our workmanship.

C: It was a Sunday

when the customer initially called us about the dishwasher leak; he did state

that it wasn’t an emergency. Knowing how

bad a small water leak can be, we dispatched a water extraction

technician. When he got to the house,

the homeowner refused to sign an authorization to perform services unless we

agreed that there would be no charge. We

couldn’t agree to those terms without knowing what the problem was and if it

was our fault. Our technician did a

short inspection and couldn’t find the leak.

He left shortly afterward. The

next morning I went to customer home with two of our water technicians. We found water around the dishwasher and

tracked its spread under the floor with our moisture detecting equipment. We called a plumber to look at the dishwasher

to see where the water was coming from.

The homeowner showed us some water damage in the laundry room downstairs

and asked if it was from the dishwasher leak.

We detected water in the wall and ceiling of laundry room. We did not detect any water in the bathroom directly

below the dishwasher. This seemed

odd. After further investigation we

found that the wet laundry room walls and ceiling had its own source of

water. We determined the source to be

coming from the laundry room window, or the water supply to the washing

machine. We showed Mrs. homeowner what we found. We also spoke to her husband on the

phone. The homeowner’s agreed to allow

us to cut some inspection holes in the drywall to pinpoint the source of

water. Our technicians moved the

appliances, put down some dust barrier and cut out some drywall. We took photos in the wall cavity of the

bottom side of the window. It was still

dripping wet and obvious that the window seal or caulking had failed. After reporting this to the homeowners they

decided to finish the laundry room work themselves.

D: I’ll address the

customer’s numbered line items from the invoice.

1.

The invoice we sent to the customer does have an

emergency service call during business hours charge. This charge is in place for two reasons. 1: We did dispatch two technicians and me to

the home the next morning where the homeowner did sign an authorization to

perform services. 2: We DID NOT charge

them for the $125.00plumber’s invoice that we paid. We only charged them $109.44 for our service

call. $109.44

2.

The invoice does show Water Extraction &

Remediation Technician per hour. We did

not perform any water extraction however the Water Extraction Technician is the

job title/description for our water technicians. They performed the work at this home and

perform duties such as water extraction, humidity readings, demolition, investigation,

and paperwork. Our invoicing applies all work that that the

technicians do to the category of Water Extraction & Remediation

Technician. $351.09

3.

At the request of the homeowner, our technicians

removed a small amount of drywall in the laundry room to confirm the leaky

window. They bagged the material. $3.66

4.

Our technicians applied a plant based

anti-microbial agent to the laundry room wall where we detected moisture. This was applied on the paint side of drywall

as well as within the wall cavity where we had removed drywall. I don’t know what chemicals or smells were

involved when the original company worked at their home 2 years ago. $1.90

5.

The drywall we removed in the laundry room was

above and behind the washer and dryer.

These appliances had to be moved in order to cut the drywall. I thought we would be able to perform the

work by only removing and the dryer. As

it turned out, our technicians moved both the washer and dryer. I only charged them for the dryer. $23.38

6.

Dust control barrier was used. We would never try to cut drywall without

putting down floor protection. $5.40

7.

I assumed we would have hauled off the drywall

debris but I later found out we didn’t.

$10.96

E: The customer did

ask me if this problem would be covered under our warranty. I told them 2 times that if the dishwasher

leak was a result of our work we would gladly step up and honor our workmanship

warranty. Our warranty doesn’t cover

another manufacture’s product. The

dishwasher came with its own warranty.

The homeowner is stating that we are charging them for work that was

never done, yet they state in their own complaint that we had a plumber

identify the faulty part, that we did remove and bag drywall and that we did

detach the clothes dryer. In addition,

our workers identified the laundry room window as the source of water in the

laundry room wall. We defined the wet

areas in the laundry room and the kitchen with our moisture detecting equipment

and because they were a previous customer of ours we offered to drop their bill

to essentially our cost.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

his letter is in response to the Revdex.com case # [redacted]

Review: I had a house fire in November. 1st choice got called and started in with on the drying. I was told by them they would help from start to finish. They set some fans up a heater no hooked up right the first 2 days, and a generator that I had to fuel every 6 hours.

They had the guy that was working with me leave their company two weeks later, and nothing. I couldn't even get a phone call back. A month later I get ahold of someone, who decides I should just make the repairs on my own. And won't even write an estimate of cost for repairs.

The service they sub contracted to clean our cloths was horrible. They shrink all our cloths and ripped buttons and cuffs off. Was told I had to deal with them.

I got a bill for 15000.00. I asked for a itemized bill and all I got was well we had some cost. No bill on what I'm paying on. Even when I went in there it was like they were hiding something. I at one point got told "we had a lot of after hours filling the generator." Pretty good sense I was the one doing that part.

They still won't tell me what the cost are for just sending me nasty grams.Desired Settlement: I want an itemized bill that shows what exactly was done. And why it cost so much. I don't think I should have to pay for the services not completed correctly.

Business

Response:

ID [redacted]Complaint Involves:Billing or Collection Issues1. I had a house fire in November. 1st choice got called and started in with on the drying. I was told by them they would help from start to finish.This is correct, according to our records the fire started sometime on or around 11/11/14, and we were first contacted on 11/12/14, and we responded to the property that day.2. They set some fans up a heater no hooked up right the first 2 days, and a generator that I had to fuel every 6 hours.Our records indicate that we set up a generator due to no power at the property as a result of the fire. Our records also indicate that we set up 4 air movers, 5 axial air movers, 2 dehumidifiers and a thermal exchanger with an air mover, all of which ran for 6 days each. Additionally, we purchased fuel for the generator and kept it stocked on site in fuel containers. We have documentation showing we set the equipment on 11/12/14, that it was monitored and fuel added daily, and that it was removed on 11/18/14. We also have pictures of this equipment in Mr. [redacted]’s home, powered on and running. Mr. [redacted] may have put fuel in the generator a couple of times and we appreciate his willingness to do so. However, our portion that was approved by the insurance included only actual labor hours for work performed by our technicians.3. They had the guy that was working with me leave their company two weeks later, and nothing. I couldn't even get a phone call back. A month later I get ahold of someone, who decides I should just make the repairs on my own. And won't even write an estimate of cost for repairs.The original project manager that went to this fire had already given notice that he would be leaving the company, prior to our company receiving this restoration project. His employment ended on 11/21/14.During the resignation of the project manager, the co-manager and estimator of the Walla Walla branch, [redacted], was injured in a serious ATV accident on 10/18/14 which required multiple surgeries. During this time, Mr. [redacted]s fire occurred. After release from the hospital [redacted] was on light duty and limited hours of work. [redacted] first inspected this fire on 11/18/14, only three days after release from the hospital. [redacted] first met Mr. [redacted] during this inspection.Because of the opportunity to meet Mr. [redacted] on 11/18/14 the project manager and [redacted] were able to explain in detail that the project manager was leaving and that [redacted] would now be his contact moving forward. At this point, [redacted] began working with Mr. [redacted] and his insurance to come to an agreed upon scope of work for the repairs.According to the certificate of satisfaction that was completed and signed by Mr. [redacted] on 12/29/14, he indicated that both the project manager and theestimator, as well as the office staff and other employees were “…courteous, polite, helpful, prompt, clearly explained the process of completing ‘your’ job, neat, courteous, knowledgeable, and professional…”Even with these circumstances being considered, our company stayed in contact with Mr. [redacted] throughout the entire process. To further back up this point, we have log notes, phone call records, and emails made and attempts to reach Mr. [redacted] and others concerning his claim and the repairs to his home. His statement of not being contacted and being left out of the loop is simply not true. Much of the wait time was due to negotiations with the insurance adjuster.As far as Mr. [redacted]s comment of refusing to write a repair estimate, this is also not true. We are a company that exists to take care of people and their properties, during one of the most difficult times of their life. We are also in the restoration business to make a living, and you only do that by writing estimates and restoring homes when given the opportunity. Not writing an estimate and/or not offering our services would go against the obvious values and desires of our company.From the very beginning of our work with Mr. [redacted], he communicated to us and made it apparent he wanted to do most if not all of his repair work at the time of the fire. In fact, he was in the middle of a large remodel in the immediate areas surrounding the worst of the fire damage. He was openly talking about how this was all work he was doing himself, and further plans he had of continuing the remodel process.Mr. [redacted] had considered having us do a few minor repair items at one point, but when it came down to it, he had us hold off. We helped him go back and forth with the insurance to get the most possible for the damages to his home. In the end he still wasn’t satisfied with the insurance companies’ response and estimate of repairs so he had us step down because he was filing a complaint against his insurance company with the commissioner. He did in fact file this complaint, as verified by the adjuster.As stated in an email [redacted] wrote to the insurance adjuster on 1/27/15, “…I am not working on any repair estimate at this time. Mr. [redacted] is taking the information and estimate provided by [redacted] (the adjuster) to others (Insurance commissioner) to discuss its current state. Even after a follow up inspection there was still quite a bit missing from the estimate provided by [redacted] (the adjuster). Until I know more, we are only billing for the original emergency services invoice and estimate that [redacted] is following up on. We are also not planning on performing any of the repairs at this time…” Mr. [redacted] was carbon copied on this email and was well aware of the above statements. Two minutes later the adjuster responded to the above email, and also CC’d Mr. [redacted] with this response “…Ok. Thanks for clarifying. I will send everything to [redacted]…”Other than trying to collect on our invoice for emergency mitigation services performed, this is the last we spoke with Mr. [redacted] about the repairs to his home.4. The service they sub contracted to clean our cloths was horrible. They shrink all our cloths and ripped buttons and cuffs off. Was told I had to deal with them.We are a general contractor and would never make a customer deal with a sub-contractor unless the sub-contractor wanted a chance to work with the customer to come to an agreement or understanding. The soft goods cleaning service we contracted for Mr. [redacted] has been in contact with him and is currently waiting on a list from Mr. [redacted] of the items he feels were damaged by our sub-contractor. The sub-contractor has stated that there were admittedly around 5 or 6 items out of all the items taken that they damaged in the cleaning process. Our sub is taking responsibility for these 5-6 damaged items and will reasonably reimburse the [redacted]s pending the receipt and review of their list. The rest of the soft goods items that were taken were apparently “non-salvage” that was to be submitted to the insurance by Mr. [redacted] for replacement.5. I got a bill for 15000.00. I asked for a itemized bill and all I got was well we had some cost. No bill on what I'm paying on. Even when I went in there it was like they were hiding something. I at one point got told "we had a lot of after hours filling the generator." Pretty good sense I was the one doing that part. They still won't tell me what the cost are for just sending me nasty grams.The actual amount for our emergency mitigation services is $14,826.29. This exact amount was approved by the adjuster and insurance company, and was sent to Mr. [redacted] for him to pay us in full. He was sent a copy of our estimate by the insurance company. All items on our approved estimate were items we or one of our sub-contractors performed and have records of. The nasty grams he is speaking of are our standard 15 day (friendly reminder) and then 30 day collection letters for his account being overdue. In fact, after the email (above) that was sent on 1/27/15 we did not hear from Mr. [redacted] until 62 days later on 3/30/15 when he finally responded to our collection requests. Mr. [redacted] still has an outstanding balance of $3,816.62, which is over 90 days past due. Lastly, we chose to waive finance charges or late fees that would normally begin accruing at the 30 day past due mark, out of consideration of Mr. [redacted]s difficulties with getting insurance approval. As of 6/8/15, if we do not receive payment in full for the remaining $3,816.62, we will begin adding these finance charges back into the total amount Mr. [redacted] owes.Complaint Background:Product/Service: Fire restoration repairPurchase Date: 11/12/2014Problem Occurred: 12/1/2014Model:Account Number: [redacted]Order Number:Name of Salesperson:[redacted]Purchase Price: $14826.29Disputed Amount: $0.00Desired Settlement:I want an itemized bill that shows what exactly was done. And why it cost so much. I don't think I shouldhave to pay for the services not completed correctly.

Consumer

Response:

2. They set some fans up a heater not hooked up right the first 2 days, and a generator that I had to fuel every 6 hours.

Our records indicate that we set up a generator due to no power at the property as a result of the fire. Our records also indicate that we set up 4 air movers, 5 axial air movers, 2 dehumidifiers and a thermal exchanger with an air mover, all of which ran for 6 days each. Additionally, we purchased fuel for the generator and kept it stocked on site in fuel containers. We have documentation showing we set the equipment on 11/12/14, that it was monitored and fuel added daily, and that it was removed on 11/18/14. We also have pictures of this equipment in Mr. [redacted]’s home, powered on and running. Mr. [redacted] may have put fuel in the generator a couple of times and we appreciate his willingness to do so. However, our portion that was approved by the insurance included only actual labor hours for work performed by our technicians.

The heater was not working for two days, I watched your employee alter an extinction cord from a 3 prong on one end to a 4 prong on the other (funny after an electrical fire) not giving adequate power to the heater. he replaced the cord on the 2nd day.

As for the fueling of the generator. My only issue and what could have stop me from even filling out this complaint, is I requested information about if I was getting charged for labor while I was the one putting fuel into the generator.

3. They had the guy that was working with me leave their company two weeks later, and nothing. I couldn't even get a phone call back. A month later I get ahold of someone, who decides I should just make the repairs on my own. And won't even write an estimate of cost for repairs.

The original project manager that went to this fire had already given notice that he would be leaving the company, prior to our company receiving this restoration project. His employment ended on 11/21/14.

During the resignation of the project manager, the co-manager and estimator of the Walla Walla branch, [redacted], was injured in a serious ATV accident on 10/18/14 which required multiple surgeries. During this time, Mr. [redacted]s fire occurred. After release from the hospital [redacted] was on light duty and limited hours of work. [redacted] first inspected this fire on 11/18/14, only three days after release from the hospital. [redacted] first met Mr. [redacted] during this inspection.

Because of the opportunity to meet Mr. [redacted] on 11/18/14 the project manager and [redacted] were able to explain in detail that the project manager was leaving and that [redacted] would now be his contact moving forward. At this point, [redacted] began working with Mr. [redacted] and his insurance to come to an agreed upon scope of work for the repairs.

According to the certificate of satisfaction that was completed and signed by Mr. [redacted] on 12/29/14, he indicated that both the project manager and the

estimator, as well as the office staff and other employees were “…courteous, polite, helpful, prompt, clearly explained the process of completing ‘your’ job, neat, courteous, knowledgeable, and professional…”

Even with these circumstances being considered, our company stayed in contact with Mr. [redacted] throughout the entire process. To further back up this point, we have log notes, phone call records, and emails made and attempts to reach Mr. [redacted] and others concerning his claim and the repairs to his home. His statement of not being contacted and being left out of the loop is simply not true. Much of the wait time was due to negotiations with the insurance adjuster.

As far as Mr. [redacted]s comment of refusing to write a repair estimate, this is also not true. We are a company that exists to take care of people and their properties, during one of the most difficult times of their life. We are also in the restoration business to make a living, and you only do that by writing estimates and restoring homes when given the opportunity. Not writing an estimate and/or not offering our services would go against the obvious values and desires of our company.

From the very beginning of our work with Mr. [redacted], he communicated to us and made it apparent he wanted to do most if not all of his repair work at the time of the fire. In fact, he was in the middle of a large remodel in the immediate areas surrounding the worst of the fire damage. He was openly talking about how this was all work he was doing himself, and further plans he had of continuing the remodel process.

Mr. [redacted] had considered having us do a few minor repair items at one point, but when it came down to it, he had us hold off. We helped him go back and forth with the insurance to get the most possible for the damages to his home. In the end he still wasn’t satisfied with the insurance companies’ response and estimate of repairs so he had us step down because he was filing a complaint against his insurance company with the commissioner. He did in fact file this complaint, as verified by the adjuster.

As stated in an email [redacted] wrote to the insurance adjuster on 1/27/15, “…I am not working on any repair estimate at this time. Mr. [redacted] is taking the information and estimate provided by [redacted] (the adjuster) to others (Insurance commissioner) to discuss its current state. Even after a follow up inspection there was still quite a bit missing from the estimate provided by [redacted] (the adjuster). Until I know more, we are only billing for the original emergency services invoice and estimate that [redacted] is following up on. We are also not planning on performing any of the repairs at this time…” Mr. [redacted] was carbon copied on this email and was well aware of the above statements. Two minutes later the adjuster responded to the above email, and also CC’d Mr. [redacted] with this response “…Ok. Thanks for clarifying. I will send everything to [redacted]…”

Other than trying to collect on our invoice for emergency mitigation services performed, this is the last we spoke with Mr. [redacted] about the repairs to his home.

I was having problems with the adjuster and I thanked [redacted] for his help. I also verbally ask him several times for an estimate for repairs to show the difference from the adjusters. he was the one who told me I was better off fixing it myself do to the low quality of the adjusters estimate.

4. The service they sub contracted to clean our cloths was horrible. They shrink all our cloths and ripped buttons and cuffs off. Was told I had to deal with them.

We are a general contractor and would never make a customer deal with a sub-contractor unless the sub-contractor wanted a chance to work with the customer to come to an agreement or understanding. The soft goods cleaning service we contracted for Mr. [redacted] has been in contact with him and is currently waiting on a list from Mr. [redacted] of the items he feels were damaged by our sub-contractor. The sub-contractor has stated that there were admittedly around 5 or 6 items out of all the items taken that they damaged in the cleaning process. Our sub is taking responsibility for these 5-6 damaged items and will reasonably reimburse the [redacted]s pending the receipt and review of their list. The rest of the soft goods items that were taken were apparently “non-salvage” that was to be submitted to the insurance by Mr. [redacted] for replacement.

We have contacted CRDN multible time, Mike Buch was given the information several time and and has lost it, or forgotten about it.

I will agree that this is not your doing but I would be not use them again. They took items they were told not to because they where not effected by the fire. And washed them improperly.

5. I got a bill for 15000.00. I asked for a itemized bill and all I got was well we had some cost. No bill on what I'm paying on. Even when I went in there it was like they were hiding something. I at one point got told "we had a lot of after hours filling the generator." Pretty good sense I was the one doing that part. They still won't tell me what the cost are for just sending me nasty grams.

The actual amount for our emergency mitigation services is $14,826.29. This exact amount was approved by the adjuster and insurance company, and was sent to Mr. [redacted] for him to pay us in full. He was sent a copy of our estimate by the insurance company. All items on our approved estimate were items we or one of our sub-contractors performed and have records of. The nasty grams he is speaking of are our standard 15 day (friendly reminder) and then 30 day collection letters for his account being overdue. In fact, after the email (above) that was sent on 1/27/15 we did not hear from Mr. [redacted] until 62 days later on 3/30/15 when he finally responded to our collection requests. Mr. [redacted] still has an outstanding balance of $3,816.62, which is over 90 days past due. Lastly, we chose to waive finance charges or late fees that would normally begin accruing at the 30 day past due mark, out of consideration of Mr. [redacted]s difficulties with getting insurance approval. As of 6/8/15, if we do not receive payment in full for the remaining $3,816.62, we will begin adding these finance charges back into the total amount Mr. [redacted] owes.

My bad $14,826.29, I have not been paid the rest because my mortgage company controls the funds not me. hints the M&T check I gave you last time. My wife is going to Pay you today with our mortgage money, And yes I still have not received a Itemized invoice. It would be nice to see what Im finically relievable for.

Business

Response:

Attached is the itemized estimate that was approved by insurance on 12/17/14.