Abbotts Fire and Flood Restoration

Please refer to my responses below:Abbotts response failed to clarify why they have have not adjusted the cabinet repair charges and our repeated request for a detailed invoice has been totally fruitless.We are seeking a satisfactory solution to the matter, but this company has refused to respond to our requests and now threatening to foreclose our property under the prevailing circumstancesThis justifies our complaint to you about the company, all they care about is the money insurance has provided and want every penny of if without justifying some of the repairs done.- We have provided [redacted] with detailed estimate and invoice, which was approved and agreed to by his insurance company, American Family, and accepted by ***, himself We do not have any other documentation to provide him.They didn't care that we had no kitchen for months! - In order to proceed with the work, we had to work with ***'s insurance company to get his estimate approved, so that he would not need to pay out-of-pocket for the damages After the estimate was approved, we had to make custom cabinet boxes and reuse the face frames from the existing cabinets, as their policy did not allow for exact matching of existing building materials We had to order materials, including cutting and matching granite, so that the property would be brought back to a pre-loss condition All of this takes time and effort, which we diligently pursued It was only after insurance proceeds were received by [redacted] did he take exception with the work All of the work was reviewed and approved by American Family Insurance and by ***, himself Unfortunately, property insurance policies do not include provisions to compensate insureds for the amount of time it takes to process a claim or to complete the work Likewise, we do not make any promises or guarantees in regards to how long a project will take As is the case here, there are many circumstances beyond our control including insurance approvals, customer selections, material lead times, and labor availability.They didn't care that we doing dishes in the back yard, and many times order food from restaurants.- [redacted] may be able to submit these expenses to his insurance company for reimbursement We do not have any control over this process, nor are we liable for any of these expenses This is a matter between [redacted] and his insurance company.They didn't care that we had to bundle our kids to a hotel miles away from their school commute.- Unfortunately, insurance policies do not cover inconveniences caused by the resulting loss However, I do believe [redacted] was reimbursed by his insurance company for the hotel expense I am not sure why they were attempting to live at home, when they were staying at a hotel and being reimbursement for their living expenses we were not even allowed to make direct phone calls when we questioned their prolonged delays to the repairs and limited to emails and texts for communication purposes and branded us as arrogant That is how this company treats their clients - This statement is simply not true I, myself, have been apart of this process and have spoke to [redacted] and his wife on many occasions On more than one occasion, I had multiple people refuse to work on their project due to them being extremely difficult to work with and by being verbally abused We have extensive internal documentation between our company, American Family, our contractors, and [redacted] himself A cursory search of our online reviews will indicated that we do care about our reputation and try hard to provide a high-level of quality and customer service Its all about the money which they believe that we want to pocket , a very unfortunate suggestion, which concludes that they want every penny that insurance funded for despite a deviation in repair instructions .-Again, all of the work was reviewed and approved by ***'s insurance company and was accepted by ***, himself It was only after [redacted] was in receipt of the insurance proceeds did he take exception with the work We have contractors that provided the labor and material and deserve to get paid It is not right and unfair for these funds are being held up by *** As a sign of goodwill, I asked [redacted] to release the undisputed amount which he has refused even though he signed off on a certificate of satisfaction for the work.All we wanted was a justification for the cabinet and the granite counter tops replacement charges , which they refuse to do so because they are aware that the charges arefraudulent and will not adjust them .Abbott needs to come out and justify those charges.- We have provided [redacted] with an itemized estimate and invoice The estimate was reviewed and approved by American Family Insurance We did everything in our power to return his property to a pre-loss condition despite limitations in their insurance policy Our contractor went to great lengths to build customer cabinets to match their existing cabinets Otherwise, [redacted] would have had missed-matched cabinets or would have had to pay thousands of dollars out-of-pocket to buy all new cabinets This has been explained to [redacted] at great length and detail I personally attempted to contact [redacted] on multiple occasions to settle his claims He simply refuses to accepted the facts and circumstances surrounding his insurance claim.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ [redacted] and I were able to come to an applicable resolutionAs far as we are concerned, this Revdex.com complaint can be closed If you have any questions, please feel free to contact me at the following number: [redacted] [redacted] XXX-XXX-XXXX Thanks, [redacted]

[redacted] ,The work was completed and the customer signed off on a Certification of Completion form (attached) Furthermore, the customer is in receipt of insurance funds which he is refusing to pay despite clarification and instructions for his insurance adjuster (see email and email attached) We have done everything in our power to make this customer happy He simply is refusing to pay in an attempt to pocket the insurance proceeds after benefiting from the work I have also attached our work authorization for your reference.Unfortunately, if we do not get some resolution by close of business today, we intend to escalate this matter to our collection agency If you have any thoughts or ideas on how to resolve this matter, I would appreciate any feedback you may have.Kind regards, [redacted]

We are working to resolve all outstanding issues with this customer and should have another update early next week and will advise

Complaint: [redacted]
I am rejecting this response because:Abbotts response failed to clarify why they have have not adjusted the cabinet repair charges and our repeated request for a detailed invoice has been totally fruitless.We are seeking a satisfactory solution to the matter , but this company has refused to respond to our requests and now threatening to foreclose our property under the prevailing circumstances .This  justifies our complaint to you about the company,all they care about is the money insurance has provided and want every penny of if without justifying some of the repairs done .They didn't care that we had no kitchen for 3 months ! They didn't care that we doing dishes in the back yard ,and many times order food from restaurants , They didn't care that we had to bundle our kids to a hotel miles away from their school commute.we were not even allowed to make direct phone calls when we questioned their prolonged delays to the repairs and limited to emails and texts for communication purposes and branded us as arrogant . That is how this company treats their clients .   Its all about the money which they believe that we want to pocket  , a very unfortunate suggestion, which concludes that they want every penny that insurance funded for despite a deviation in repair instructions .All we wanted was a justification for the cabinet and the granite  counter tops replacement charges  , which they refuse to do so because they are aware that the charges are fraudulent and will not adjust them .Abbott needs to come out and  justify those charges.
Sincerely,
[redacted]

[redacted],The work was completed and the customer signed off on a Certification of Completion form (attached).  Furthermore, the customer is in receipt of insurance funds which he is refusing to pay despite clarification and instructions for his insurance adjuster (see email 1 and email 2...

attached).  We have done everything in our power to make this customer happy.  He simply is refusing to pay in an attempt to pocket the insurance proceeds after benefiting from the work.  I have also attached our work authorization for your reference.Unfortunately, if we do not get some resolution by close of business today, we intend to escalate this matter to our collection agency.  If you have any thoughts or ideas on how to resolve this matter, I would appreciate any feedback you may have.Kind regards,[redacted]

Please refer to my responses below:Abbotts response failed to clarify why they have have not adjusted the cabinet repair charges and our repeated request for a detailed invoice has been totally fruitless.We are seeking a satisfactory solution to the matter, but this company has refused to respond to our requests and now threatening to foreclose our property under the prevailing circumstances. This justifies our complaint to you about the company, all they care about is the money insurance has provided and want every penny of if without justifying some of the repairs done.- We have provided [redacted] with detailed estimate and invoice, which was approved and agreed to by his insurance company, American Family, and accepted by [redacted], himself.  We do not have any other documentation to provide him.They didn't care that we had no kitchen for 3 months! - In order to proceed with the work, we had to work with [redacted]'s insurance company to get his estimate approved, so that he would not need to pay out-of-pocket for the damages.  After the estimate was approved, we had to make custom cabinet boxes and reuse the face frames from the existing cabinets, as their policy did not allow for exact matching of existing building materials.  We had to order materials, including cutting and matching granite, so that the property would be brought back to a pre-loss condition.  All of this takes time and effort, which we diligently pursued.  It was only after insurance proceeds were received by [redacted] did he take exception with the work.  All of the work was reviewed and approved by American Family Insurance and by [redacted], himself.  Unfortunately, property insurance policies do not include provisions to compensate insureds for the amount of time it takes to process a claim or to complete the work.  Likewise, we do not make any promises or guarantees in regards to how long a project will take.  As is the case here, there are many circumstances beyond our control including insurance approvals, customer selections, material lead times, and labor availability.They didn't care that we doing dishes in the back yard, and many times order food from restaurants.- [redacted] may be able to submit these expenses to his insurance company for reimbursement.  We do not have any control over this process, nor are we liable for any of these expenses.  This is a matter between [redacted] and his insurance company.They didn't care that we had to bundle our kids to a hotel miles away from their school commute.- Unfortunately, insurance policies do not cover inconveniences caused by the resulting loss.  However, I do believe [redacted] was reimbursed by his insurance company for the hotel expense.  I am not sure why they were attempting to live at home, when they were staying at a hotel and being reimbursement for their living expenses.  we were not even allowed to make direct phone calls when we questioned their prolonged delays to the repairs and limited to emails and texts for communication purposes and branded us as arrogant . That is how this company treats their clients .   - This statement is simply not true.  I, myself, have been apart of this process and have spoke to [redacted] and his wife on many occasions.  On more than one occasion, I had multiple people refuse to work on their project due to them being extremely difficult to work with and by being verbally abused.  We have extensive internal documentation between our company, American Family, our contractors, and [redacted] himself.  A cursory search of our online reviews will indicated that we do care about our reputation and try hard to provide a high-level of quality and customer service.  Its all about the money which they believe that we want to pocket  , a very unfortunate suggestion, which concludes that they want every penny that insurance funded for despite a deviation in repair instructions .-Again, all of the work was reviewed and approved by [redacted]'s insurance company and was accepted by [redacted], himself.  It was only after [redacted] was in receipt of the insurance proceeds did he take exception with the work.  We have contractors that provided the labor and material and deserve to get paid.  It is not right and unfair for these funds are being held up by [redacted].  As a sign of goodwill, I asked [redacted] to release the undisputed amount which he has refused even though he signed off on a certificate of satisfaction for the work.All we wanted was a justification for the cabinet and the granite  counter tops replacement charges  , which they refuse to do so because they are aware that the charges arefraudulent and will not adjust them .Abbott needs to come out and  justify those charges.- We have provided [redacted] with an itemized estimate and invoice.  The estimate was reviewed and approved by American Family Insurance.  We did everything in our power to return his property to a pre-loss condition despite limitations in their insurance policy.  Our contractor went to great lengths to build customer cabinets to match their existing cabinets.  Otherwise, [redacted] would have had missed-matched cabinets or would have had to pay thousands of dollars out-of-pocket to buy all new cabinets.  This has been explained to [redacted] at great length and detail.  I personally attempted to contact [redacted] on multiple occasions to settle his claims.  He simply refuses to accepted the facts and circumstances surrounding his insurance claim.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/27) */
[redacted] and I were able to come to an applicable resolution. As far as we are concerned, this Revdex.com complaint can be closed.
If you have any questions, please feel free to contact me at the following number:
[redacted]...

[redacted]
XXX-XXX-XXXX
Thanks,
[redacted]