Adams Disaster and Restoration, Inc.

I am responding to this complaint. Adams is working with this customer to address any issues. Adams will respond to any information needed regarding this complaint. I appreciate your time.
Thanks,
Cindy

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.

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

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 the complaint #[redacted] for Marilyn O[redacted]. I have spoken with Marilyn and I assured her that I will have someone at her home to make sure she is taken care of. There are a couple of things I want to have checked out for her and taken care of. I explained to her more about water restoration. She was very nice and I enjoyed talking to her. I told her next week I will have someone call her and schedule to look at her concerns. I wanted to let you know what the situation is at this point.

February 24, 2014

 

 

To Whom It May Concern,

 

 

I am responding back to the response from Ms. [redacted], complaint ID [redacted]. I think the letter that I sent to her must have arrived the day she wrote back or the day after. I sent Ms. [redacted], on our letterhead, our statement of completion for the dry out that was done. I also had our accounts receivable person email her the copy of the COC that we had in her file. We keep the COC usually  for our own records, but sometimes we send them out if the customer asks for them. It is more for our records but sometimes customers want them. The COC was signed by us, but not Ms. [redacted]. I think some of the problem was miscommunication. Our office staff knows we give the COC if asked, but we do not do Certificates for specifically water and mold. It is more for completion of the job in which case once the job is done it has met standard procedures.  The Insurance companies usually give a scope and the estimate for the job to the customer in case they want it. Our copier was done for some time waiting on a part that had to be ordered. Our techs know we give Certificates of Completion and I am sure that is what our technician was talking about. I think Ms. [redacted] was thinking of a different type of certificate.

 

I know Ms. [redacted] stated that she researched other companies that do provide the certificate she wanted. We are not the other companies and we do not go by other company rules and policies. We give COC papers. We do estimates on big jobs that need them, but not small or normal size jobs. The reason being as I stated before... the companies do not know for sure how long a dry out may take or if more cutting has to be done. We will not give false statements. We can give round a bout estimates but it does not mean it is going to be correct. We use the same program most insurances use and the prices are set for us. We go off of the prices and they pay us from them. When a customer goes with their own insurance they can be assured the insurance reviews it and pays accordingly. Ms. [redacted]'s dry out was a normal dry out. If it had involved cabinets, vanities and larger items removed, then we would have consulted with the insurance first to make sure everything is covered. We have been doing this type of work for years and know what we need to do. I hope, Ms. [redacted], never has to go through water restoration again. But, also for her information...if she ever has mold remediation done. No company can say for sure there will never be mold again...because it could releak or another area leak and have mold and spread. There was never any mold testing done. If mold testing is done them we have an outside company do it. The outside company provides the testing report but they only give the testing figures and will not guarantee anything. No company can guarantee mold legally. You can give testing results but that needs to come from an Environmental Testing company not us. Only two or three insurance companies will cover Mold. If Ms. [redacted] states she has had mold and her insurance company does not cover Mold, her claim would be denied. It depends on square footage. So no matter what she researched or what company, this company will not legally do anything that is not correct. I know this for a fact also because I have seen companies make promises they can't keep. That is why we try to do the best for our customers and give them our expert advice. Ms. [redacted] also states she did not read or sign our forms. Yes, she did... We will not start work unless they are signed. She may have not read them, but it does not mean that others don't. A lot of our customers read the forms before signing. I read all forms before signing them. I am faxing a copy of the Emergency Service Agreement she signed the day we came out. If Ms. [redacted] had asked for an estimate like she stated...we would have done one for her...only estimated. Water heater damage does not need to have an estimate if going with Insurance because the insurance will provide one once the dry out is completed. Recon is a different story...we go off of the insurance scope.

 

I am sorry that Ms. [redacted] had to wait to receive her COC. She should have received it sooner. But as far as Water and Mold Certificates...that  is different because it takes longer to do and with Taxes and other State forms due it took longer than normal.

 

I am hoping that with Ms. [redacted] receiving her Water Mitigation statement and her COC that she will

now be satisfied. I do want to "Thank" her for using [redacted] Disaster and Restoration. We work with all of the Insurances to make sure our customers get fair pricing and are taken care of as quickly as possible.

 

We again, are not other companies...we have our own standards and take pride in providing honest, upstanding services. We would not have been in business this long or have an A rating with the Revdex.com if we were not a good company. We have been lucky to still be in business when other Restoration Companies have folded. I believe the reason we are still here and doing so well is because we have a lot of people who know us and use us because we are fair and honest.

 

Again, I want to Thanks Ms. [redacted] for using us. I sincerely hope you have a better understanding and feelings about us. We always do our best to make sure our customers are taken care of. Our top priority is to make sure we respond quickly and start the dry out process so our customers do not get mold and have more cost.

 

Please feel free to contact me at any time. 

 

Regards,

 

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.

To whom this may concern; This job was finished 08/01/15, it began 05/26/15. the problem was not an insurance problem, the insurance adjuster responded immediately, and the funds were available and disbursed as soon as I received them, in which I have copies of ins. checks along with personal check and bank statement, the real problem was having someone here long enough to finish to finish the job in a timely manner, no shows or leaving to go on another job, or sending employee to gostart another job, and no communication at all with the customer even after the customer attempts to communicate with the business office and contract worker. also I did indeed move up the chain in trying to get some one interested enough in me and my family's needs. on more than one occasions  I was told that someone would be there on a certain day and no one would show up. this was a small sheet rock/paint  job, 3-4 days at the most, 2 feet of sheet rock along the one wall in the garage, the wash room, and a small closet plus two walls in the adjacent small bed room along with some base boards, we agreed not to replace the cabinets, and I believe that because it wasn't a large job I repeatedly got put on the back burner. After all this time, almost two months no one in this "Large Business" though about the carpet until they decided that they were done. A that time they sent a guy out to lay the carpet, and he came out with the impression that he was suppose to laythe old carpet in which they, themselves ripped out and hauled away. It was not the carpet company's fault. they were given the wrong instructions from the beginning, and at that point they could not find the carpet locally, and there forth they had order it. it took 4 or 5 days to get the carpet in, and on that Saturday morning August 01, 2015 the carpet company came out and installed the carpet. As I read the response to my complaint I found it to be illusive. there were inclusive and general statementsmade or given to what sometimes happens without taking owner ship of what they didn't do, or should have done. " scape goat" there is no good reason why it took me from 05/26/15 until 08/01/15 to get done what was done!!!  And NO I would never,ever used this company again, and NO I would never, ever recommend this company to anyone, and if I knew anyone that was considering using them I would definitely encourage them to go elsewhere...Regards.

This company did a great job once they finished the work. It looks great. The men who did the work made it look like nothing had ever happened. You would never have known that all the damage had taken place. I was so afraid it would look bad and you would see the lines in the wall where they were cut but you can't see anything. Everything looks great and the men made sure that I was happy with the work. They were very nice, and professional. I would recommend this company to anyone. I am very happy with the end product.

I am responding to complaint [redacted]. First thing I want to say is, I am so sorry for all of the medical problems Ms. [redacted] is having. There are a lot of people going through medical problems and it is sad. We try to work as fast as we can to help people in need and work around their...

schedule. Sometimes it is out of our hands. It depends on the customer, insurance, dry out time, testing, etc. We did not just leave Ms. [redacted] hanging. Some of the time depends on her availability and Insurance. Her recon/repairs is totally different than what we did. We did not do her recon or repairs. The customer can go with their choice for recon.
Another thing that needs to be cleared up is what actually the p[redacted]ess was. This was not a repair /recon job. This was a water mitigation that was done. Water mitigation is usually done before any recon is done. It is extremely important to respond to a job asap .... the sooner the mitigation starts the more money the homeowner or insurance saves. The sooner we start the dry out the better it is for the customer. It only takes 48 to 72 hours for mold to set in. Once the dry out is started if done in time will prevent mold. Mold is only covered by a couple of Insurance Companies and most will deny any claim with mold. Once the dry out starts there will be no mold if we are allowed to do our job. We did the water mitigation ... dry out for Ms. [redacted]. We did not do her recon or repairs.
Once the dry out is done, then we send a superintendent to walk the job and do a scope of work. [redacted], is who we sent to walk the job a,nd write a scope. [redacted] did not lie to Ms. [redacted] or the insurance. We have to wait for an approval or scope to go by from the insurance. [redacted] may have tried to get certain things covered that the insurance said no to. We always get approval from the Insurance so that our customers or we do not have to pay for things they will not cover. Some customers want to do upgrades and that is out of the customer's pocket. In this case, Ms. [redacted] stated she did not have the money and wanted to keep some of the money. She stated to several people in our office that she did not have much money and wanted to keep as much as she could. There really is no money to keep with water mitigation. We bill the Insurance direct when we do water mitigation unless the customer is paying out of pocket. Ms. [redacted] went through her lnsurance ... she did not have the money to payout of pocket. We use a program that most of the Insurances use to bill once we are done. We use this program so that the pricing is set by the Insurance and not us. This is done to protect our customers and us. We did the water mitigation for Ms. [redacted] and submitted our invoice to the Insurance. The Insurance then reviews the invoice and approves it or if there are questions ... will call us. In this case the Insurance approved the invoice and paid Ms. [redacted] to pay us for our services. The problem is that Ms. [redacted] has not paid us. She wants to pay us 500.00 even though her Insurance covered our invoice and paid the total of 2,55O.77, our invoice amount. Ms. [redacted], decided to have a handyman come in and give her an estimate for repairs and wants to pay us according to his estimate. The problem is ... he is a handyman ... he did not do the water mitigation that we are specialized in. The handyman has no say in the water mitigation. The amount of the water mitigation that the Insurance approved is what we are due.
Again, Ms. [redacted] can choose who she wants for repairs. She informed us that on December 23, she got a handyman. On December 22, the Insurance paid Ms. [redacted] for our invoice. We thought that she was going with the handyman since she told us that she had gotten someone. We do not go by a handymans estimate ..we go by Insurance. Since Ms. [redacted] had stated that she only wanted to pay 500.00 as good faith for the water mitigation and see what her handyman thought it was worth was not negotiona,ble. We knew that if she was not going to pay what the Insurance approved to pay us for the water mitigation that was owed us, that most likely we would not get paid for repairs. Since she had gotten a handyman we felt that is who she was going with. We considered our job done. Ms. [redacted] also states that we left her with a tub that leaks. This was not a tub in a bathroom ... this is a temporary sink. We gave her a temporary sink to use because she would not have had a sink. Her Insurance did not cover putting her in a hotel. The temporary sink was all that we could do at this point. The Insurance made that decision, not us. I am sorry that it was so hard for her to use. I wish it had been easier for her, but that was not our decision. She may be able to go back to her Insurance and turn in receipts for eating out. Ms. [redacted] is blaming us for a lot of things that aren't our fault. We did not cause the leak that caused this problem in the beginning. We tried to do the best that we could for her. We did not make the decision to not do her recon ... she decided on a handyman. We would not have done her recon unless she paid so much up front since she would not even pay us for the water mitigation that the Insurance paid in full. I am sorry for Ms. [redacted]s medical problem, misunderstanding of water mitigation. I honestly feel that since Ms. [redacted] was paid in full for our services that she needed the money and spent it. Ms. [redacted] has said she would go to the [redacted] over our contract. [redacted] is for reconstruction ... not water mitigation. Our contracts have been approved by our attorney for the water mitigation and the [redacted] for reconstruction. Adams Disaster & Restoration has been in business for several years and have a good rating. We have a lot of customer that use us because we invoice with prices set by the insurance and take care of them. We are extremely busy and value our customers.
What is sad, is when there are customers who want work done and don't want to payor pocket the money. We unfortunately have this happen. Ms. [redacted] was paid in full for our water mitigation from the Insurance to pay us. We expect to be paid for the services she was paid to pay us for.
Again, I am so sorry for her health issues and wish her the best. She is welcome to contact me at any time.
Regards,[redacted]

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

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.

I am not satisfied with the business' response as I did not receive a copy of this "certificate". I have asked repeatedly the [redacted]' staff for a certificate and no one has responded other than to say the front office is back up and can't get me a copy or that their printer has been having issues. If this certificate has been in my file all along, then why couldn't someone print out a copy and send it to me months ago? Clearly I wanted a copy of my certificate. Also, I specifically asked the technician for the a certificate of mold remediation and he stated that [redacted] provided one. This all seems like a training issue among [redacted]' staff. As evidenced by the emails threads between me and the Billing Department--I am just given the run around. Again, I don't expect the Billing Dept to have all the answers as it doesn't fall under their purview however they could have sent me to someone who did have knowledge and then this could have been resolved months ago.

Secondly, in doing my research after hiring [redacted], other companies do provide the certificate I am requesting (mold remediation) and they do provide estimates beforehand--it's very clear on their websites and when talking to them. It is illogical to assume that I would have read the Emergency Service Agreement before I hired [redacted] because prior to hiring them I signed nothing. My compliant was that I kept asking for an estimate and again I was given the run around. First, the person on the phone who scheduled the appointment for the technician to come out, assured me that the technician would give me an estimate and once I saw the technician he told me as soon as I hired them the front office would give me an estimate. Again this seems to be a training issue among [redacted]' staff. If the policy is that you don't provide estimates then just say so.

Regarding the length of time I can accept that, now that it is all over. It was just difficult to not having hot water for 2-3 weeks while the job was being completed. The plumbing company refused to set up our water heater until the pedestal was built which took some time to have it done.

My main complaint remains the same that I have wasted time trying to resolve this issue and felt pushed to go through extremes to get some kind of response back from [redacted]. I believe that their customer service could greatly be improved through better staff training and open communication.

I would be greatly appreciative if Ms. [redacted] would mail the certificate of completion to my address. Thank you. Regards,

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,

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and believe this will be the most satisfied that I can be with [redacted]. As much as I believe I was given the run around for a few months, I do appreciate finally receiving the certificate of completion, even though I found it strange that "[redacted], the technician" signed it as he was not the one who actually completed the job, but rather it was an independent contractor and I don't recall ever being presented this document when the work was completed. But at this point, I will consider this matter closed. I hope to never need water damage remediation again as this was not the most pleasant experience, but I will say that the contractor did a good job in rebuilding my water heater pedestal and finishing up the drywall. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

To Whom It May Concern:

 

I am responding to the complaint #[redacted] from [redacted]. I have taken a look at our records and I have found a copy of the Certificate that was to be given to our customer. It is a Certificate  that she signed when the job was...

completed. Normally,this Certificate is what we give to our customers if they want one. It just states that we have completed the job. This certificate is the one that our technician was talking about. We get a copy for our records so that we have a signed copy from our customer that the job was completed. Again, we give our customer this copy if they want it. We do not give a certificate for mold remediation. The reason Is.. we cannot state that a customer will not have mold. This is because ...a leak can occur in the same area as before or even in a different area and spread...if it is not taken care of, then they may have mold. We have no control or except any responsibility of things

of this nature that is out of our hands. We can give the certificate of completion which indicates that the job is done. When we finish a water restoration job then It is considered to be back to normal range or normal standards. I am sending a statement to Ms. [redacted] that she can give to her agent that will state it was completed to normal standards. If she needs me to talk to her agent I will be glad to do that for her.

 

I would like to address another comment from Ms. [redacted]. If she had read the Emergency Service Agreement that we have our customers sign...she would have seen the information regarding giving an estimate. When we go to do a water mitigation job we cannot give an exact amount. The reason being is that we do not always know for sure how long it will take to do the dry out, or if we will have to end up cutting an area or removing certain things. There are different circumstances with each job. Some jobs may only take 3 days to dry out,while there can be some that will take longer. Sometimes we even have to wait for an insurance adjuster. We can sometimes give a roundabout estimate, but we don't want to tell our customers the wrong amount. We have a program used by the insurances that sets our rates

and is used once the job is completed. We invoice with this program and send it to our customers insurance and the insurance examines it and then pays the invoice. The insurance companies know what is needed to do water mitigation and pays only for what they approve. We never charge our customers more than the Insurance pays for. It is not shady..it is following insurance standards.

 

Another concern Ms. [redacted] had was the length of time to complete a job. It does take longer than what some customers realize...most want things completed immediately and I understand that. There are circumstances that may take longer in some cases than others. Waiting on insurance approval is out of our hands,some areas have to dry before another part can be completed. In some cases we have to

wait on certain items. We try to complete a job as fast as possible but there < re procedures that we

have to follow. We would rather have the job done correctly and be the best than to hurry and the customer be unhappy. We want the job done right. We take a lot of pride in what we do.

 

I hope that this will help Ms. [redacted] to understand how water mitigation and remediation works. Our main concern is to take care of our customers.

 

Regards, [redacted]

Adams D&R provided quality and efficient service on short notice. I want to especially recognize Mark Miller for the excellent customer service he provided. Mark went over and above to make sure I was satisfied and happy with the service I received from the company.

Review: Adams Disaster & Restoration was contacted by [redacted] on 10/29/2015 to provide restoration services resulting from what [redacted] alleged was water damage from a broken pipe under the kitchen sink. ( I did not see any evidence of water damage.) My dishwasher and entire sink assembly were removed and placed in my family room. [redacted] replaced the old pipes under the sink with new pipes. This is an older home and the pipes were old, so the replacement of the old pipes was fine. My complaint is that from 10/29/2015 to today (12/23/2015) my kitchen sink is still unusable. I was never shown any water damage or evidence of water damage in my kitchen or anywhere else. Adams began the job of removing the nonexistent water on 11/05/2015. As stated above, as of today, my dishwasher, countertop, drawers and garbage disposal unit still sit in my family room. I believe that the inconvenience to me was totally unnecessary. My clothes washer in the laundry room is connected to the same pipes, so I couldn't do any laundry for several weeks. I am 80 years old and lost my 94-year-old husband in March. I feel that these companies took advantage of an elderly woman living alone. I could go on, but I hope you can see that this situation was not necessary. I might add that my insurance company denied the claim because they saw no evidence of water damage, leaving me with three large bills.Desired Settlement: To see evidence and proof that there WAS water damage. If there was, then my insurance company would pay the charges. [redacted] also is responsible since they called Adams and [redacted]. (Since [redacted] reduced the amount of their bill, I am not pursuing any claim against them.

Business

Response:

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

Adams was recommended to me from my home warranty service. I had a leak under my kitchen concrete slab and had some water damage around my kitchen island. Their first technician showed up on Sept 17th with all the dry out equipment. Said 'You can submit a home insurance claim and with your home warranty, everything will be quick and easy.' Boy were they ever WRONG! Firstly, the insurance adjuster came out and said they would not cover the pipe repair. Then it took Adams to coordinate the demo, and reconstruction of my island until December 18th to complete the job. They don't communicate, they would send a carpenter when they needed and electrician..etc. Then I paid half the money I owed them before the job was complete, and then they placed a twenty day preliminary notice of lien on the house before the job was complete!!! I paid them in full a day after the final approval walkthrough! Money hungry and don't care about your satisfaction!!

Review: In October, 2012, I had a sewer pipe break and leak inside of a rental unit. Adams was the company decided upon for remediation, however, was not who our insurance company suggested. The insurance company provided an estimate and Adams agreed to do the work under the terms.

Per Adams the work was completed in December 2012 and they requested a walk through and agreed upon a date. On the date, there was no one from Adams who showed up for the appointment, nor a call suggesting to reschedule. In May 2013, a representative from Adams called and requested payment and told my husband the balance. Adams charged our debit card 4 times for the balance. In December 2013, received a call stating there was a balance owed. I explained that there should be no balance as they deducted the amounts from my checking account in may 2013. I also explained that they did not complete the job. Several attempts were made to come to an agreement, however, Adams did not return calls when they stated they would. Finally in May 2014, I met with a representative for a walk thru to show the uncompleted work. (Apartment had been vacant entire time due to having to replace plumbing and sewer lines)

Again, no follow up from company, I had to press the calls. I explained I had a tenant for the apartment since all of the sewer work was completed and wanted to get them to finish the inside work. I am still initiating calls to them, and they said someone would finish the work last week. Carpenter did not show up and still not scheduled. Since I have a tenant, I want to complete the work myself and forget about this company who did not do the work properly or timely.Desired Settlement: Homeowner to complete the work and be finished with Adams Disaster and Restoration.

Business

Response:

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 have used Adams’ services twice now, and I have had very pleasant experiences with them both times. I decided to write a review about this company after hearing about one of my friend’s terrible experience that she had with a different restoration company in Arizona. After hearing about her nightmare and how many problems she had to deal with for months with another restoration company, I will keep anonymous, I realized how grateful I was for having such a great experience with Adams and wanted to take the time to thank them for their services. If I had never heard about her situation I may have never realized how lucky I was for being referred to Adams because at the time I was more concerned, annoyed, and stressed about my property and the damages that occurred, that I never took the time to even realize how much they truly helped me out, and how great of a job they did. This company is very “old fashioned”, doesn’t play any games, is there to actually help you out, does things the “right way” and is beyond professional. It is very hard to come across a business like this in any sort of industry now of days.