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Adams Disaster and Restoration, Inc.

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Reviews Adams Disaster and Restoration, Inc.

Adams Disaster and Restoration, Inc. Reviews (174)

Kim Grayer-M[redacted]
NThompson Peak Pkwy

[redacted]
03/20/Revdex.com
Consolidation Engagement Specialist
Consumer Complaint Division
EMissouri Ave
Phoenix, Arizona
Dear Consolidation Specialist
Re: [redacted]
From February through March
2017, I have taken some of pictures of some appalling repairs that were
completed by the company Adams D and RAttached to the correspondent are
pictures of various repairs that were unresolvedOn February 27, was the
last day the company had completed over several repairs to my kitchen
Unfortunately, the services
were not performed wellFirst, the paint job
over the kitchen counter tops still have some chipping, scratches, gaps, and paint
overlaying of dirt that was on the wallSecondly, many of the contractors did
not wear any protective covering over their shoes when entering our homeI
have been having this problem since November of I still have tracks
showing dirt and mud on my carpet during their last visitDue to this problem,
I have request my carpet to be cleaned by the companyThe company stated that
they would come back and to professionally clean my carpet but never followed
through
The contractor disclosed to that my dishwasher was leakingThis
information was not revealed to us until they showed up at my home unannounced
Now my dishwasher door squeaks when opening and closingLastly, my kitchen counter drawers are not
functional when opening and closingThis is the contractors second attempt in
trying to fix their mistake.
My husband Roger Mason is a witness who can attest to many of the
issues that we were having with this company and their contractors I am
disappointed because the products do not work properly; the
service was not performed correctly; various issues were not disclosed and the
company and contractors were very unprofessional
To resolve these problems,
I do not want Adams D and R company to return to my homeNext, the monies that
was given from our insurance to complete this job should be refunded back in
exchanged for us hiring our own contractors
As of today, we have not
heard from this company in resolving these issuesEnclosed are copies of
pictures from the jobIf you need any more information you can contact Kim and
Roger MasonI look forward to your reply and a resolution to my problem
Sincerely,
Kim M[redacted]
Enclosure(s)

Revdex.com:
I told you that I talked to someone TO HELP ME GET THIS MESS REPAIRED because NO ONE FROM ADAMS was responding to my phone calls. ARE YOU LISTENING TO THE WHOLE SENTENCE NOW? The men came in FROM ADAMS and took ALL of the drywall which was not necessary.  I have had to pay for plumbing that you cut back too far and didn't allow for the drywall.  So much of this is soooo wrong.  Lies lies and more lies.  There are so many companies that are doing this to people.  If you did not plan on coming back and doing the work, why did you put all of that on the insurance claim You charged the insurance $374.00 for this sink that I am giving back to you because you wrote your name and number on the tub and you told me that it was a courtesy.  I am sending you $500 right now until this is cleared up.  To charge someone $2000 to tear out 6' by 3' kitchen island and walk away is really extreme.  I cannot believe this response.  I don't even know who you are.  Did you look at the photos I ATTACHED? Were you even there?  I believe that you are only trying to COVER UP for a dishonest company.  WHY DO YOU EVEN GET INVOLVED?
I have three men that will testify as to the improper treatment and abandonment as well as excessive removal of materials.  One is a plumber who did the repairs, one is a construction professional who replaced the drywall.  The other ones will testify that this was unnecessary and that the company should have done what they said they were going to do.  This all would have been repaired by Christmas as the latest.  I am working on it now and it is almost complete. Regards,
[redacted]

See attachedTo Whom It May Concern,This Jetter is in response to complaint #[redacted].  Adams Restoration went to [redacted] to inspect a water softener leak. One of the owners spoke with Ms. A[redacted] and she authorized
the work to be done. Adams helped file the claim.The...

Water Mitigation authorization was signed by
Ms. A[redacted] on June 16, 2016. The Water Mitigation invoicewas sent to Ms.A[redacted]'s [redacted] Insurance and approved by the insurance. Adams follows standard procedures process for this industry.The insurances usually process two separate payments, one for water mitigation,in which the insurance usually pay us.The second payment is for recon/repairs and they pay the homeowner up front.  Adams also invoices from the same program that most insurances use. This is done to protect our customers and see that they get
fair pricing. We do not set our own pricing.The invoices for water mitigation are always approved by the insurance before paying. Adams works with the insurance companies.Ms. A[redacted] said that she did not give authorization to start the jobs.Adams has signed authorizations for the water mitigation and repair. The first authorization was signed on June 16th for the water and the second authorization was signed on June 21st for the repairs.These signed authorizations are proof of authorizing the work. Adams will not trick anyone into doing a job. We go for free
to check and see if there is any damage. If there is damage,we will advise the customer what needs to be done, and if no damage we will let the customer know. Adams has gone to several jobs that did not need
work done
and has given that advice.
Ms. A[redacted] knows that she signed the authorization.She may not understand the process of our industry and the way we work with the insurances. The reason that we feel she may not understand is because of her statement regarding the quote and invoices. When we do water mitigation we complete the process and send the invoice to the insurance
for them to approve.This is done because, we do not know how long
the dry out might take 1 or what all may have to be taken out. So,the insurance waits until the mitigation is complete to approve. Some insurances pay a little more than others on certain items and we do not go back and ask the customer to pay the difference. We do wait for the adjuster to meet us on site if there are special items that  may need to come out...cabinets,flooring. Actually., in this case,on the repair side, we did meet with the adjuster to comply with his or her findings. When we met with the adjuster it was to make sure we followed what was recommended. We went by the estimate that the adjuster approved. We did not decide this on our own. Some of the insurances write the repair estimates and some do not. The insurances that do not write the estimate has us write our own and they approve it. In this case there were two estimates that we did and we went with the one the adjuster agreed upon. The adjuster knew from looking at the estimates which one he wanted us to use. The adjuster decided on the lower estimate. Adams has both estimates, and again one went with the one the adjuster approved.  Ms.A[redacted] did not know we clarified everything with the adjuster.She also, does not realize that we work with the insurance and can adjust our estimates. Adams did not trick or lie to her. We went by the insurance approval.Adams did not give Ms. A[redacted] 1000.00 off because of mistakes. The insurance requires the customer to pay the deductible on the repair portion. The Construction Authorization has the deductible assistance applied on the date of the contract June 21st  not after the work was done. It is standard to collect the deductible up front to cover cost of material or certain specialty items that may need to be paid for. It also insures a part of the payment. There are customers that will have the work done and take themoney and
spend it when it was meant to pay us. Sometimes we do help customers with the deductible. It depends on different situations.  Payment is due once completed. We do have employees who call the customers for payment. Sometimes we do call the customer once completed to try and get our money so that it doesn't get spent by the customer. Not all customers are like that, but some have made it that way and we try to keep on top of it.Adams does want to apologize to Ms. A[redacted] if our collection department was pushy and rude.We want them to have good customer service. We know some customers are hard to deal with,but we don't want them to be rude.We have had a new employee in collections and are handling the situation.Ms. A[redacted] does not owe us money. She did pay what she owed. There was a clerical error that was made. Our accounting department has taken care of it. Adams also called and spoke with the insurance to follow up. The adjuster was exceptionally nice and was given an owners number if ever needed. Ms. A[redacted] said that she did not want us to contact her. We told the adjuster that we would like to call her. We would like to call and talk to Ms. A[redacted],but if she will not speak to us there is nothing more that we can do. We do sincerely apologize to Ms. A[redacted].Adams has been in business for several years and has a good rating with the Revdex.com. We would not have
been in business this long if we were not good.We have a tremendous amount of work and are thankful. We have a lot of customers who use us because they know we are fair
and actually care. Adams will do more for the customer than most restoration companies. Adams customers are important
to us and we are here to help. We will keep striving to do our best for our customers. Sincerely,Adams Disaster and Restoration

ADAMS DISASTER AND RESTORATION, INC.[redacted]Tempe, Az. 85281To Whom It May Concern,I am responding to complaint ID# [redacted]. Adams completed the water mitigation and was authorized to do the recon repairs. Adams appreciates, Mr. W[redacted], stating that he was happy with the first...

part of the job. There were no problems with the water mitigation and inside repairs. As, Mr. W[redacted] said, Adams did a supplement to try and get the garage cabinets covered. The cabinets were not originally covered.  So Adams worked hard to get the cabinets covered for the homeowner.  The supplement that was submitted was approved by the insurance.  The insurance sets and approves the amount of the coverage.  Adams always goes by the scope the insurance approves.  Mr. W[redacted] wanted to go with a higher grade of cabinets in his garage.  The Estimator tried to get the cabinets Mr. W[redacted] wanted, but unfortunately we could not find them.  Adams recon department searched several companies to try and find what the customer wanted.  Adams would have loved to have been able to find exactly what the customer wanted.  Recon talked to Mr. W[redacted] and let him know that we had not been able to find them at the price set by the insurance.  Mr. W[redacted] told recon that he would go with the standard cabinets in order to get the job completed.  Recon had set up a schedule to go out and do the cabinets, but in the meantime Mrs. W[redacted] decided she did not want to do them. Adams would have gladly done the cabinets for them. It was not Adams fault that we could not find and get the cabinets for the amount the insurance approved.  Adams tried extremely hard to find them.  Adams could have had the cabinets done right away if the customer had decided on standard cabinets. Even, Mr. W[redacted] stated, “ we had told him we could not get the modified cabinets because they were more expensive than the insurance allotted. “ Mr. W[redacted] stated that we collected the money for the cabinets before getting them.  Adams worked hard to get the cabinets covered for the customer. The insurance made out a check for the $3,135.99 for the cabinets.  It is standard practice to collect money down in order to buy high end cabinets, flooring and granite countertops.  Mr. W[redacted] had given us money down for other repairs and he knew we had spent the money on the repairs. He did not seem to have a problem at the time giving us the money to cover the cabinets.  Adams had no intention of spending that money on anything other than his cabinets.  Mr. and Mrs. W[redacted] had no reason to not trust Adams.  Adams received the money from them for the other repairs and that is what the money was used for.  It is unfair to accuse Adams of not being trust worthy when they know better. Mr. W[redacted] said he contacted the estimator. The estimator no longer worked for Adams, but not for the reason stated.  The estimator no longer worked for us because he would not conform to the standards required by our office.  Adams never takes a customer’s money and does not do the work.  If for some reason, a customer decides not to do the work or changes what is done and we have that money we will always refund it. Adams has never been known to take a customer’s money and not refund it if the work wasn’t done.  Mr. W[redacted] notified the office that they wanted a refund for the cabinets.  Adams has a program that we put notes in that is considered live time and according to that program Mr. W[redacted] ask for a refund on Feb. 15th.  Recon let him know that they would notify our accounting department.  The accounting department was notified and the refund was done and sent to the customer by the 24th when all checks were cut by the accountant.  Mr. W[redacted] was contacted by the office and he said to mail his refund to him and that is what we did. Adams Disaster and Restoration take our business seriously and go out of our way to help our customers.  We will go above and beyond for our customers.  Adams takes a lot of pride in helping the customer and actually saving them money in the long run.  We are extremely busy and do around 120 jobs a month. We have more customers happy with us than not. Adams wants everyone to be happy, but unfortunately there are some customers that can never be please.  In today’s time, the social media seems to be the place to blast everyone, fair or unfair. Adams never goes on social media to blast a person or company.  There are a lot of companies that are good companies and they can have an employee that makes a mistake and people feel they have to try and make the whole company look bad. Some owners work extremely hard to have a good company and really try to help people.  People don’t always know enough about a company and misunderstandings can happen.  Adams prefers to go out of their way to say something nice. Many times we have gone to a manager and praised an employee to show gratitude for someone doing a good job.  Adams is honest and that is why we have a lot of customers that use us.Adams apologizes to Mr. and Mrs. W[redacted] for any misunderstanding. Adams tried our best to make them happy and that is all we wanted.  Sincerely,Adams Restoration

ADAMS DISASTER AND RESTORATION, INC.[redacted] P  [redacted] FTo Whom It May Concern,This is in response to complaint #[redacted]. I ended up talking to our customer after they came to our office to find out about the refund. I actually spoke with them...

on January 7th.  I let them know that I would follow up and check on the account.  The refund was for the portion of the work that we did not do. After reviewing the account and checking with our accountant, we did a refund check.  I wish I had been notified by our office that they wanted a refund sooner.  I did start looking in to the situation and made sure our customer got the refund. They were both very nice and I appreciate them being so kind. When I last spoke with the customer they were pleased and the account was closed. I have also informed our office that all refunds are to be brought to my attention.  I understand a customer wanting a refund as quickly as possible. It was a pleasure meeting Darla and I appreciate her allowing us to do work for her. Adams does appreciate our customers and them allowing us to do work for them. We are a company that actually cares and will help our customers in any way possible.  Please feel free to contact Adams if you have any questions.Sincerely,Adams Disaster and Restoration

I am responding to complaint# [redacted]. I apologize for the misunderstanding of how water mitigation works. I can tell from the comments that Ms. [redacted] is expressing, that she does not understand water mitigation. She keeps referring to repairs that we messed up. We did not do her recon repairs. We did water mitigation. Water  mitigation is totally different from repairs or recon. Water mitigation is the dry out and demo that is done. We use meters to measure the amount of moisture and where the moisture is. We follow Industry Standards that are set for us. There are standards set for moisture and types of water categories that we have to abide by. We know how much drywall needs cut and are required to cut certain amounts depending on what the loss is from. We test the drywall so that we know what needs cut. A handyman, contractor, or plumber does not go by these standards. We have testing that is required and are held to Industry Standards. We also consult with Insurance adjusters and wait for their approval. We use [redacted], the same program the Insurances use to invoice. We do this so that our customers get set Insurance pricing. We spoke with the adjuster on this job and were given approval on what we did. The invoice amount is not just for drywall. There is equipment, microban, demo, detach and reset and other standard items that are part of the billing set by the Insurance. Ms. [redacted] is not qualified in water mitigation to be able to say how much drywall should or should not be cut. The Insurance adjuster approved everything that we did and paid Ms. [redacted] for what he approved. The Insurance will not pay unless approved. Again ...the adjuster paid our invoice in full for Ms. [redacted] to pay us.She states that the angle stops were not correct. The only thing we do is cap it. When the repairs are done is when the plumbing is taken care of. Since we did not do the recon/repairs, Ms. [redacted], was responsible to pay whoever she wanted to use. This was not because of something we did. We also did not invoice for what the plumber fixed. The recon invoice is a separate invoice. Water mitigation and recon are two separate invoices. If we were going to do the repairs we would have waited for an estimate from the Insurance to make sure how much and what was being covered. Ms. [redacted] should have received money from the Insurance to cover her recon. Her recon should not have come out of her pocket unless she up grated what she wanted. So, she should have received a check for water mitigation to pay us and a check for recon to pay them.The Insurance did not cover putting Ms. [redacted] in a hotel. She did not have a sink to use. We brought a temp sink for her. If we had not done that she would not have had a sink or would have spent her own money to get one. We did go pick up and pay for the sink. We did that to help her out. The Insurance will reimburse us for the sink. We did not charge the Insurance 374.00. They allow a certain amount.Ms. [redacted] was paid for the water mitigation from the Insurance on Dec.23. That was given to her to pay us for our services. The check was cashed and we have not been paid. There were two reasons why we did not do the recon repairs. The first, is because, Ms. [redacted], only wants to pay us $500.00 of a $2500.00 invoice, and in which she has been paid. We knew that if she wasn't going to pay us for what the Insurance paid her to pay us....that we would not get paid for recon either. We were also told by her, that she had a handyman coming to do the work. She stated that she wanted to find out what the handyman would charge to do her recon and would base out invoice from that. The problem is, our invoice was approved by the Insurance and paid to her. The handyman does not have the same Industry Standards or same program to go by. He has nothing to do with water mitigation. Ms. [redacted] said she was going with a handyman. Once she told us that, we then considered, that is who she wanted to do her recon. A customer can use whoever they want to do recon.I have seen the pictures, gone over the invoice and consulted with the Insurance and everything is in line and was approved. We did everything according to Industry Standards and Insurance approval.We offered to give Ms. [redacted] a discount of $500.00 before ...she turned it down. Again, the Insurance paid her actually over $2500.00 in December to pay us. The check was cashed and we have not been paid. We will offer Ms. [redacted] a discount again of $500.00. That will leave a balance of $2000.00. In the state of Arizona it is considered fraud to profit from a loss. We are trying to work with her.I apologize to her, for not explaining the process in a manner that she can understand.  I have spoken with her before and would be glad to talk to her again if she still has questions.Adam's is a good and honest company. We care about our customers and will go above and beyond to help them. We have a good rating. We have been doing this work for years and know what we are doing. Some people just do not understand this type of work. We are always here to answer any questions. We are honest and proud of what we stand for.

As of today, I am still not satisfied with the job that Adams Restoration has done in restoring my kitchen cabinet.  When my cutting board was reinserted, it was not usable because it flopped down when pulled out.  I called about that and the workmen came out to repair it.  Now it's glued shut so I can't pull it out at all.  (I think I'm living in the Twilight Zone.)   I called Adams about this latest development, but no one has returned my call.  My garbage disposal has been damaged either during removal or when reinstalling.  A silver collar around the garbage disposal is split in half.  Also, the garbage disposal makes a terrible racket when turned on.  This whole situation all started on October 29, 2015.  Today is January 28, 2016, and there is still work to be done in "restoring" my cabinet.  When the dishwasher was put back in place, it wasn't level, and the workmen had to come back to straighten it out.  I hope this is enough information as evidence that the quality of work was not up to par.  I took some pictures with my phone to point out some unsatisfactory items, but do not know how to send them with this message.Thank you for your assistance in this matter. Marilyn O[redacted]

To Whom It May Concern:I am responding to the complaint ID# [redacted]. I have spoken with our customer to address his complaint. He assured me that the Water Restoration portion of the job was completed to his satisfaction. We sometimes have two separate divisions in this...

industry. Most of the time we do the water mitigation and a lot of times we do water and recon. The water mitigation is billed separate from the recon. Most insurances require two separate billings. We always go by industry standards and bill with a program most insurances use. The reason we use insurance pricing is so that our customers prices are set by the insurance and they get fair pricing. The insurance usually pays us for the water mitigation and our customer for the reconstruction. We always meet with an insurance adjuster or wait for approval from the insurance before starting some demos or reconstruction. We do this to protect our customers and ourselves. Sometimes it takes longer on some jobs than others depending on the insurance approval, if there is custom ordering, and unpredictable circumstances out of our control. In this case, somethings were out of our control. We are still waiting for the Carpet Company to get the special ordering of carpet in. The Carpet Company did not show up when they were supposed to and did not get the carpet ordered soon enough. I know that when ordering carpet it Can take longer than planned. We are going with a new company that hopefully we can relyon. I told our customer that I will call him regarding the carpet. I will call him tomorrow with an update.There was miscommunication on our part. Our superintendent should have taken the responsibility to make sure our customer was taken care of. We are not a small company and have a large volume of work. We try very hard to make sure our customers are taken care of and are happy. Most customers expect and want things done immediately, but when it comes to reconstruction there are a lot of factors that play a part that customers do not realize and is out of our control. We try to complete the job as quickly as possible and want to make sure it is quality work. I personally spoke with our customer and apologized for the miscommunication. I wish that customers would call and ask to speak with someone in charge if there is a problem. Adams cares about our customers and works hard to make sure they are not taken advantage of and treated fairly. We have informed our employees that we want to know if a customer has a concern so that it can be address and not get to this point. We have a lot of customers that are happy with our service. A lot of customers will use us again because they know we will be fair and go the extra mile for them. Adams does go the extra mile for customers. We actually help customers that most restoration companies won't do. We take great pride in being fairand not taking advantage of people. Our customers are important and they rely on us and give us our business. Adams wants to be there to help our customers and make them happy. Our name means a lot to us and we want to be known as a company who cares and is there for our customers.I have personally spoken with our customer and told him that I will keep in touch with him to make sure he is taken care of. Our customer was very nice and I appreciate him taking the time to speak with me. I will personally be in contact with our customer to make sure he is taken care of.Adams is proud to be of service to our customers. We want our customers to be able to come to us with any questions and concems. We are here to provide a service to our customers and to try and make this type of situation better. Please feel free to contact me if there are any questions.Sincerely,Adams Disaster and Restoration

ADAMS DISASTER AND RESTORATION, INC.To Whom It May Concern:This is in response to complaint ID # [redacted]. Adams is sorry for some of the confusion of this job. Adams did do the water mitigation for the customer. Adams did have authorization for the mitigation. Statewide was called in to do the...

testing for asbestos. It is required by law to have testing done before proceeding with work on any home before 1982. This testing is done on the water mitigation side. The testing is done to protect our customers and our crew. Most insurance covers the testing, but there is one that does not cover it. Adams will inform the customer if the insurance they have does not cover the testing. This information is just for our customer, so they know why it was done on the mitigation side.The customers concerns is more about the recon/repairs side of the job. Most of the insurance companies separate and have two invoices. One for water mitigation and the other for rebuild. Sometimes we do a supplement for items the insurance may miss or if flooring is continues. In this situation, Adams wrote a supplement for flooring and sink base. We have to wait for approval from the insurance company. The customer called us stating she was having trouble reaching her insurance adjuster. We made several calls with no response. So part of the problem was the insurance response. We could not do the work until we had the information from the insurance that we needed. Adams set an appointment with the customer and showed up at the home. The customer was not there and so we called, but no response. A couple days later the customer called and cancelled the contract. So, it is not that Adams did not fulfill the contract, but that the customer cancelled it. Adams would have gladly finished the job. Adams does require 70% down on rebuild and the deductible required on the insurance side. The customer did pay both amounts. There is also a cancellation fee of 25% stated in the contract. The insurance did not pay us the amount the customer stated. The only amount we received was from the customer. The supplement was also added and the contract states that. The customer was not required to pay the full amount until finished. We are not sure if the customer misunderstood what Mark was explaining. The customer usually pays the depreciation amount at the end of repairs.  Adams ‘ project manager did go to the customers home and complete the walk and  write the supplement estimate to help the customer get the amount of money needed for us to do the job. Since the customer cancelled the contract they are required to pay the 25% fee. The customers file was filed back in the recon files and not given to our accountant. The file should have gone to our accountant and a refund processed. Adams will be totaling the amount of the refund and have the accountant process the check. Adams would have gladly finished the rebuild. We understand that people want the rebuild done as quickly as possible, but sometimes we have to wait on the insurance or materials. There was also a tenant and we try to work around every ones schedule. Adams did try to work with the customer and would have completed the work, but the customer cancelled. Adams appreciates the work and wishes our customer the best.  Adams will have the accountant process a refund check and mail it to the customer. Please feel free to call us if you have questions.Sincerely,Adams Disaster and Restoration

ADAMS DISASTER AND RESTORATION, INC. ###-###-#### P   ###-###-#### F     To Whom It May Concern,  This letter is in response to complaint ID#  [redacted] Adams responded to a water damage leak caused by a supply line in the homeowner’s kitchen.  Adams dried out the kitchen and did the demo. The demo for the cabinets and counter top was approved by the insurance company. The cabinets were removed and rebuilt by a specialist in that field.  Adams always uses specialist in high end cabinets, granite countertops and flooring.  Every Restoration Company uses experts in those fields in order to give the customer the best quality work. Adams does not schedule the appointments for the specialty work being done. We do try to work with the set schedules as close as possible.  Adams does not control if another company uses foot covers or not.  We do use foot covers.  We tried to match the granite countertop but the customer did not like it. It can be hard to find an exact match with the granite. So, Adams did a supplement for the countertop. We got the supplement approved by the insurance.  All of these changes can delay the actual time.  Part of the rea[redacted], is because the granite needs approval and it can take time for the customer to pick out what they want.  Adams did provide a temporary sink for our customer, but not because it was our fault. We provide temporary sinks to customers to help them out. We did not cause the supply line leak. Ms. Ma[redacted] mentioned that after the granite company came in that the ice maker did not work.  Again, this was not Adams fault, but we made sure it was taken care of.  Sometimes things can happen accidentally and the insurance companies realize this. The insurance companies know there may need to be supplements for countertops, cabinets and other things. All of these things can take longer to do than expected. Ms. Ma[redacted] said that she had been calling and emailing everyone for months without any resolution. Adams uses a live program that states when a customer calls, emails and our response. Adams did keep in contact with the customer. Adams also had to work around the customer’s schedule which can cause delays also.  Adams went to the customers home to finish some work and was told to leave because they didn’t have time.  Adams understands and tries to work around everyone’s schedule.  So, yes there have been some hiccups. There was even a re-leak.  Adams has been working hard to get this job completed.  Some of the people that work for Adams are Veterans. Adams apologizes for any inconvenience during this process.  Adams will also go out of our way to help a Veteran. We Thank Mr. M[redacted] for his service!!   Some of the comments that Ms. Ma[redacted] has stated are because of misunderstanding of not understanding how restoration works.  Adams was not unprofessional, we did wear foot covers and it is common for Restoration Companies to use other specialty trades to do specialized work. Adams has been in this business for several years. We are extremely busy, with around 120 jobs a month.  We have a lot of customers that use us because we are honest and fair. We take great pride in helping our customers. Adams will go above and beyond to help our customers. We bill with the same insurance program as most insurances to make sure our customers get fair pricing by the insurance.  We will work to get a supplement when needed. We have done a lot of extras for customers that most companies won’t do.  Adams does care about our customers. Adams is working with Ms. Ma[redacted] to get her job finished. Adams wants Ms. Ma[redacted] to know that we do care.  Adams apologizes for the delays and misunderstandings.   Sincerely, Adams Disaster and Restoration

see attached

To Whom It May Concern,I am responding to a complaint #[redacted]. Adams went out to [redacted]. in [redacted] regarding a broken pipe leak under the kitchen sink.  After taking a look at the damage, it was considered a Cat 3 loss. Cat 3 is black water and everything around 2 feet up had...

to be removed.  Cat 3 is highly contaminated and needs to be taken care of.  It can be hazardous to customers if not cleaned up.  The customer signed with Adams to do the work. Adams does not pressure customers to do the job. Adams will let homeowners know what needs to be done and that there can be health concerns.  The owner was actually on this job. The owner is not pushy and will not do jobs that do not need to be done. One thing Adams will not do is take advantage of anyone.  We use a billing program that prices are set by the Insurance. This program insures that our customers are getting fair prices that are not set by us. Once the water mitigation is done the invoice is sent to the Insurance for approval. This also insures that our customers are not unfairly priced. Adams follows these procedures to protect our customers. There are industry standards that we follow and rules that are set.  We actually have pictures and readings that prove the area is wet. The plumber can also state that the area was wet. The plumber would not have fixed the pipe if it had not been broken and leaking.  Most of the time, we can tell if the Insurance is going to cover the damage, but there are times and circumstances, that we may not know for sure. In this case, the Insurance did not cover the damage because it was considered long term. Sometimes the customer may not be covered for certain damages. We state in our contract that if the Insurance denies the claim that the homeowner is responsible for the work. We did not take advantage of the customer. If the home is under a certain year, then there has to be testing before work can be done. [redacted] did the testing for asbestos. There are State Laws that we have to follow.  It can take longer to complete a job if an abatement needs to be done.  These laws protect our employees and our customers.  Again, these are health related concerns. There are two separate processes that we follow. One is the water mitigation, and the other rebuild. These are separated for a couple of reasons. The Insurance usually pays each separate. We also have to wait for approval and scope of work to even do the rebuild. This can take longer for completion. So when the customer says she is without the dishwasher, counter tops, etc. this is why.  Depending on what the customer orders and schedules, also makes a difference. According to the Insurance the job was not covered because of long term or no coverage for that type of damage.  Adams did not take advantage of our customer. The homeowner has paid us for the work. We will include pictures with this response.  We let the homeowner know what needed to be done. Adams wants the homeowner to know that we would not and did not take advantage of her. We will reach out to her again. Our customers are important and we want them taken care of. Adams hopes that this information will explain the processes and more understanding of this industry.Sincerely,Adams Restoration

This letter is in reference to complaint ID# [redacted]. The response from [redacted] has been reviewed by Adams. [redacted], said, that our response to his complaint was not trust worthy, that we were not upfront from the beginning or honest in our process and complaint response. Adams totally disagrees!It was an owner who came to his home ... we do not lie or misrepresent our company! We would not be in business or have an A+ rating if this were the case. [redacted] was told upfront that just the demo would be $400.00 and more if there was more damage than is visible to the eye. [redacted] even figured there would be mold. [redacted] agreed to the treatment of the mold and took full responsibility. Adams did clean up mold and did set an air scrubber. [redacted] insurance would not have covered the procedure due to mold and neglect of the shower. Adams gave [redacted] a fair price. There are standard procedures that we follow and make sure our job is done properly. We followed the procedures and [redacted] knew and gave permission to do the work. We did not include the mold treatment to be included with the repairs of the shower. The demo and repairs are two separate billings. We first bill for the demo and cleanup, which includes the mold and air scrubber. This is normal procedure with us. If the customer wants us to do the repairs we send an estimator. The estimator did go out to give an estimate and did revise the estimate to the wishes of the customer. If we had done the repairs we would have billed just the repairs separate. [redacted] was wrong in stating we would bill the mold with repairs.[redacted] did pay the 400.00 for the demo and that is what we told him it would be unless we found mold. Now that we have treated the mold, [redacted] does not want to pay for our services. [redacted] is mocking our equipment and comparing the air scrubber to an old fan/shop vac. This piece of equipment is expensive and nothing like a shop vac. We have pictures to prove what the equipment looks like and any Restoration company knows exactly that it is not a shop vac. This piece of equipment runs around $180.00 a day and is set for 72 hours. [redacted] is correct ... we left the air scrubber for 3 days, the amount of time needed to complete the job. [redacted] does not realize that our time, gas, are factors included in our services. [redacted] claims we used his electricity to run our old air scrubber. It takes verylittle to run an air scrubber.[redacted] stated again, that we ask for the remainder of the money owed for the demo and mold. Yes, we did, because he owed it. He agreed to pay for the extra work that we had to do. The 400.00 was only for demo, not mold. We may not have taken a door off, but we did the demo and mold cleaning and the air scrubber was used. He did agree to this being done. Now he does not want to pay for services he agreed to. [redacted] decided what he wanted to pay and has decided what he feels is fair .... not what was agreed to.Adams did not do repairs for [redacted]. We did do an estimate for him. We do not do any repairs if we have not been paid for services previously rendered. We asked for the remainder he owed. We would have been happy to do his repairs had he paid for the services we had done. [redacted], claims, that Adams left him with hisshower not finished and he has no plans of contacting us. Adams did not leave [redacted] with his shower not finished. [redacted] never hired us to do his repairs. This was not Adams fault.Again, Adams' owner was upfront and did explain the procedure to [redacted] and he agreed. Adams Restoration does not lie to customers. We have a lot of work and have worked hard to help our customers. Adams goes the extra mile for its customers. [redacted] may not feel about us in that manner, but we know what we do for our customers. It is very unfortunate that a customer will go to this length to try and discredit a good company. Adams is not asking for the remainder that is owed.Adams is sorry that we have had a customer like this. Adams only wants the best for our customers. Adams works with Insurance companies, Real Estate companies, and many others, because they trust us and know we are honest.[redacted] account will be closed out. Adams is sorry for this unfortunate situation. Adams is proud of the work we do and will strive to do the best possible. Adams appreciates our customers and are extremely happy to be of service.Adams Disaster and Restoration

Revdex.com:I have reviewed the response 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.The following are my comments to Adams response to my complaint. I agree that the $400 was the original cost to remove the whole shower, however, I removed the shower appurtenences and all glass including the door and shower head, etc. The agreement was that Adams would clean up any mold and chemically treat any mold growth, which cost would be included in their estimate to install a new shower. They removed the 2 walls of tile and partially removed the wallboard. This took less than 2 hours of labor. They did not do any mold treatment. They then plugged in an antiquated "air scrubber" (nothing more than a simplified fan/shop vac assembly to remove any moisture in the room) and did not come back the next day to remove the "air scrubber." They finally showed up in 3 days, unplugged it and  removed it and left. They did nothing other than remove the "air scrubber." That is they did not do anything to treat the mold. Running the "air scrubber" for 3 days amounts to no more than leaving a standard vacuum cleaner running. Not only that, they used my electricity for 3 days to run their old "air scrubber." A week+ later I had to call them to ask where their estimate to finish the job was and they said it was sent to someone else. In response to my telephone call, they emailed the estimate, which I advised them was incorrect as it included a bathtub replacement which I did not want. They revised and re-sent the estimate via email to me  the same day. This amounted to an approximate $1500 reduction from around $4900 to $3500 for the balance of the job, including the chemical mold treatment. Shortly after receiving their revised estimate, I received a phone call from Adams indicating I owed them $700 more for the work they had done in removing the shower. Basically they told me that the $700 was for the running of the "air scrubber" for 3 days. I told Adams that the $400 was full payment for their work since I had removed the shower as mentioned above. So now they want an additional $700 for running a 110Volt 1/4 HP motor for 3 days on my electricity. As for Adams' response, they were unreliable (left me hanging for a week+ after the initial job, they were not up front with me, nor honest in their process, complaint response, or dealings in this matter. The $400 was more than compensatory for the work they did. Their response really has NOT answered my complaint that they wish me to pay an additional $700 for a job for which they already have been more than fully paid $400 for. Their "Adams is sorry..." comment about my misunderstanding is fully unfounded. I have a cancelled check and receipt from them for $400.00 for the work they did. That is my understanding! My shower still sits as they left it and I have no plans to contact them and also do not plan to have them finish the job. I'm also sure they do not wish to reimburse me for my electricity that they used to run their "air scrubber!"Regards,[redacted]

To Whom It May Concem;

I am responding to the complaint #[redacted] from [redacted]. This is an old invoice payment from 2012 that we have tried to collect on. This is a job from a sewer pipe leak in which the owners lived out of state. Some of the work was held up while the owners...

decided what they wanted to do about the home. They had not decided if they wanted to still rent it out or sell it. So we did all the work that we could do tmtil they decided what they wanted to do. Mrs. [redacted], at the time, stated that her Insurance did not recommend using us. Some Insurance Companies go with their own vendors in order to do the job cheaper because they get a discount. We go by Insm•ance pricing to be fair to our customers, but sometimes there are things extra that need to be covered and we can usually get taken care of. Mrs. [redacted] was correct that we agreed to do the job by Insurance pricing. We did do the work according to Insurance pricing and went by the Insurance estimate. The Insurance did decide they wanted to pay less than the original

invoice they gave us. We did not get the revised invoice from the Insurance. Even though we bill with the same program, we do not have to come down on the price. We did

recently find out the Insurance revised the estimate. The Insurance is sending us the revised estimate that we did not receive. We have decided to go with that estimate. Before, when we were trying to collect from the original estimate we even oiiered a

discounted amount of700.00 some dollars, if they would pay what was owed. We did not get the discounted payment. We also, said that if the discount amount was not paid then it would go back to the original amount. We did not get the payment. Mrs. [redacted], also said that we charged her credit card four times. Yes, we did...with authorization to do so. The amount was charged at different times to be able to take out an1ounts allowed by the

credit card service for them. We did not do this without authorization from them. All of the credit card receipts are in the file so there is proof of what was done. We also have a

Certificate of completion signed that the job was completed. Mrs. [redacted], claims we did not retWll calls. We also left several messages and phone calls not retumed to us. We have these notes in our files. Finally, once our collections department started calling again...we were told things we not finished We did replace the toilet..the original was not a high grade..it was standard and that is what was replaced. We had no estimate for a lazy susan from the insurance so we did not replace it. That would be extra unless the

Insurance would allow to replace it. We have told Mrs. [redacted] that we would help her, but she needed to pay what was owed first. The reason for that, is because of not receiving payment...even discounted. I do understand that she wants things done now that she has a tenant and has decided not to sell. We have offered to help her. It is interesting that she wrote to the Revdex.com after we tried to collect what was owed to us. She even told our Recon Supervisor that she now was being nitpicky because she didn't want to pay. Since her Insuran.ce did revise the estimate, we are not charging for the amount

they took off. I know that this complaint was filed because of wanting the money owed. I

wish she had asked to speak with us regarding the situation. I would have gladly spoken to her. I do feel some of the situation would have been avoided if we had spoken to each other and also received the revised invoice from the Insurance. We have been in touch and offered to help with what we can. We always try to do what is right for our customers. 

Regards,

Adams D&R

I used Adams Restoration when I had water damage in my home and they did a great job. I would definitely use this company again and recommend them to others.

Adams D and R has been a great company to work with. Shane helped us work through all of our restoration needs and went above and beyond with his team to provide some good customer service.

At times the restoration was a pain and having a renter in the house made it that much harder. Adams helped us work through all the issues and try to make the restoration process as easy as possible.

I have reviewed the response 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.The following are my comments to Adams response to my complaint. I agree that the $400 was the original cost to remove the whole shower, however, I removed the shower appurtenences and all glass including the door and shower head, etc. The agreement was that Adams would clean up any mold and chemically treat any mold growth, which cost would be included in their estimate to install a new shower. They removed the 2 walls of tile and partially removed the wallboard. This took less than 2 hours of labor. They did not do any mold treatment. They then plugged in an antiquated "air scrubber" (nothing more than a simplified fan/shop vac assembly to remove any moisture in the room) and did not come back the next day to remove the "air scrubber." They finally showed up in 3 days, unplugged it and  removed it and left. They did nothing other than remove the "air scrubber." That is they did not do anything to treat the mold. Running the "air scrubber" for 3 days amounts to no more than leaving a standard vacuum cleaner running. Not only that, they used my electricity for 3 days to run their old "air scrubber." A week+ later I had to call them to ask where their estimate to finish the job was and they said it was sent to someone else. In response to my telephone call, they emailed the estimate, which I advised them was incorrect as it included a bathtub replacement which I did not want. They revised and re-sent the estimate via email to me  the same day. This amounted to an approximate $1500 reduction from around $4900 to $3500 for the balance of the job, including the chemical mold treatment. Shortly after receiving their revised estimate, I received a phone call from Adams indicating I owed them $700 more for the work they had done in removing the shower. Basically they told me that the $700 was for the running of the "air scrubber" for 3 days. I told Adams that the $400 was full payment for their work since I had removed the shower as mentioned above. So now they want an additional $700 for running a 110Volt 1/4 HP motor for 3 days on my electricity. As for Adams' response, they were unreliable (left me hanging for a week+ after the initial job, they were not up front with me, nor honest in their process, complaint response, or dealings in this matter. The $400 was more than compensatory for the work they did. Their response really has NOT answered my complaint that they wish me to pay an additional $700 for a job for which they already have been more than fully paid $400 for. Their "Adams is sorry..." comment about my misunderstanding is fully unfounded. I have a cancelled check and receipt from them for $400.00 for the work they did. That is my understanding! My shower still sits as they left it and I have no plans to contact them and also do not plan to have them finish the job. I'm also sure they do not wish to reimburse me for my electricity that they used to run their "air scrubber!"Regards,[redacted]

As of today, I am still not satisfied with the job that Adams Restoration has done in restoring my kitchen cabinet.  When my cutting board was reinserted, it was not usable because it flopped down when pulled out.  I called about that and the workmen came out to repair it.  Now it's glued shut so I can't pull it out at all.  (I think I'm living in the Twilight Zone.)   I called Adams about this latest development, but no one has returned my call.  My garbage disposal has been damaged either during removal or when reinstalling.  A silver collar around the garbage disposal is split in half.  Also, the garbage disposal makes a terrible racket when turned on.  This whole situation all started on October 29, 2015.  Today is January 28, 2016, and there is still work to be done in "restoring" my cabinet.  When the dishwasher was put back in place, it wasn't level, and the workmen had to come back to straighten it out.  I hope this is enough information as evidence that the quality of work was not up to par.  I took some pictures with my phone to point out some unsatisfactory items, but do not know how to send them with this message.
Thank you for your assistance in this matter.
 
Marilyn O[redacted]

To Whom It May Concern,his letter is in reference to complaint ID# [redacted]. Adams Disaster and Restoration went to [redacted] home to look over the damage of the shower.Adams informed [redacted], that just to demo the shower would be around $400.00 and could actually be...

more depending on if there was more damage than what was visible to the eye. [redacted] had stated that he was concerned about mold. Adams did not know if there was mold growth until we could see it. Adams estimate for 400.00 was just for the demo. It was not for mold cleanup. Once the tile was being taken off, Adams could see the mold growth. Adams told [redacted] that there was mold growth and he was aware and approved it to be taken care of. His insurance would not cover mold and or covered the shower because it was considered a maintenance issue. Adams would not have proceeded if [redacted] had asked us not to. Adams follows Standard procedures that are required to do our job correctly. Adams did not just do this job without approval. Adams added an air scrubber because of the mold growth. Anytime there is mold there is an air scrubber put on the job. This is especially done for health reasons and mostly when there are small children and elderly. Again, [redacted] knew what we were doing. It helps when there is insurance coverage, because the cost of using this equipment is not cheap. Adams billed [redacted] a fair price. [redacted] knew what was being done. [redacted] did give us a check down for the 400.00 that he knew he would owe.[redacted] also stated that he did not hire Adams to do the complete job. This is correct. Adams was only hired to do the demo and mold growth. Adams was notasked to do the rebuild. Adams was under the impression that [redacted] did not want to pay for the work that had been done and he was not going to have us dothe rebuild. Adams considered our job as completed. Adams can assure [redacted] that we are not a scam. We have been in business for several years. We have been with the Revdex.com for several years, also, and with an A+ rating. We have an exceptionally large volume of work. There are a lot of people who use our services because they trust us. We go by Industry Standards and use Insurance pricing and Insurance backs our jobs. Adams takes great pride in what we do and go the extra to make sure our customers are taken care of. Adams is sorry, that [redacted] feels the way he does. Our head person was who talked to [redacted] and explained the amount and process. We were up front andhonest with him. We were told that [redacted] did understand and agree to the work we did. We contacted [redacted], but he told us he did not want to talk to usand hung up. Adams would be happy to talk with him if he changes his mind.Adams is sorry about [redacted] feelings and misunderstanding. He is welcome to call us if he would like.

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Description: Fire & Water Damage Restoration, Furniture Cleaning, Odor Neutralizer, Smoke Odor Counteracting Service, Mold & Mildew Inspection/Removal/Remediation, Fire Damage Restoration, Crime Scene/Trauma Clean Up, Water Mitigation, Asbestos Removal Service, Tile & Grout Cleaning, Asbestos Consulting & Testing, Auto Upholstery Cleaning, Carpet & Rug Cleaners, Deodorizing & Disinfecting

Address: 1716 W Broadway Rd #119, Mesa, Arizona, United States, 85202-1174

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