All Pro Disaster Cleaning

Complaint: [redacted] I am rejecting this response because:I received the answer that AllPro submitted regarding my complaint I am not satisfied with their answer I am attaching pictures of the carpet through out all rooms in the basement The carpet stretched in all the rooms I have never had a carpet--and never have seen a carpet---stretched not even after years of being installed AllPro's pictures shows the carpet recently installed I am showing the carpet after a year-and-a half of being installedThe tenants that moved in after AllPro finally finished the job (months later) were all adults who went to work in the morning and came back to the house in the evening, therefore the excuse that the carpet stretched due to heavy traffic is not validI can get the tenants to testify is that is the case.When AllPro's project coordinator went to the house to see the carpet, I took the opportunity to show him all the bad jobs done in the laundry room, which includes sliding doors that were not secured on the floor and that swings and fall down as consequence of not being secured I also showed him the safe guards that were not secured to the step in the laundry room, representing a hazard I am attaching those pictures as well (in the pictures you can see the safe guards on the floor completely loose) I also showed him the fiberglass vanity sink that AllPro installed in replacement of a porcelain vanity sink that I hadAllPro can check the pictures they have of the vanity sink to verify that I am not lying.Below are the project coordinator's comments to all the things I showed himCarpet He mentioned that usually the carpets have a 3-year guaranteeHe was going to check the guarantee with the carpet's company because it could be replacedSliding doorsHe said that they needed to be securedSafe guards on the stepHe mentioned that they needed to be secured and that they needed to be replaced for a better safe guardsVanity sink He did not made any comment regarding the vanity sinkA few days later the project coordinator called to let me know that because the job was done almost years ago (they finished the job in September so April this year was only a year and half ago), they were not responsible for fixing anythingHe told me that the carpet's guarantee was voided because the house was a rental and that the stretching was caused by heavy traffic As I said I have never had a stretched carpet before, not even with children and pets living in the houseIn my opinion, the stretching is due to the poor quality of the carpet AllPro installed,as well as all the repair done by them.As a customer, I expect that AllPro recognize the bad job they did, and the cheap material they used in the repair.Thanks for listening to my concern and for helping me in this matter.Warm regards, [redacted] ***

Customer was given and estimate before work started of $1, Customer agreed and provided credit card for $deposit Customer's tenant signed paperwork and work was completed in June Invoice for balance was sent to customer and several phone calls and emails took place where this amount was discussed Customer now is denying original estimate amount and two weeks ago threatened a social media smear campaign if we didn't write off the balance Customer changed a star review on Google to star when we sent the file to our collection agency I have copies of our call logs and paperwork if you'd like to see them Our collection agency is pursuing the customer's tenant as that is who signed our work contract We are also consulting our attorney about options to deal with the smear campaign.If you have any questions, please let us know.Thanks.Roger

At the time we completed repairs, we had returned the property to pre-loss or better conditionOur standard service warranty is one year and this issue is being raised outside of our warranty period Attached are pictures of the carpeted area following installation in September 2014.Its not uncommon for carpet to need re-stretching in areas of high traffic Also these rooms were used in a rental property situation and move-in/move-out activities further create the need for periodic re-stretching All Pro can recommend a company that can take care of the re-stretching if the customer is interested

On Friday November 27, 2015, All Pro received a call from *** *** to assess water damage at his property. A technician responded this same day and after inspecting the damage and discussing with *** *** the home owner and the onsite tenant, scheduled an appointment to
complete the work for the following Tuesday, December 2015. The cleanup arranged would also include a pump truck from Roto Rooter to extract the bulk water prior to additional decontamination and dryout. The damage consisted of a crawlspace filled with Category III water. Upon arrival on 12/1/2105, the owner was only available by telephone and had *** *** sign for services. From further contact with the customer, it became evident that the source of the water had not been fixed following the initial extraction and the area had again reflooded. Since *** *** signed for services, it is against *** that All Pro is pursuing the outstanding invoice. The matter has been handed over to a collections attorney and any further communication should be handled between those two parties

Complaint: ***
I am rejecting this response because:No appointment was ever set with me verbally or on paper Exact phrasing that ended our phone call was "I will get back to you." I was never contacted by any representative of All Pro on 12/1/and never authorized the tenant to sign for services as you claim The way you obtained a signature from tenant was deceitful and fraudulent Without me ever asking or agreeing for service to be done I have now received a collections notice from you
Sincerely,
*** ***

At the time we completed repairs, we had returned the property to pre-loss or better conditionOur standard service warranty is one year and this issue is being raised outside of our warranty period. It’s not uncommon for carpet to need re-stretching in areas of high traffic. Also the carpet was installed in a rental property situation and move-in/move-out activities further create the need for periodic re-stretching. Regarding warranty replacement/repair for the carpet, rental properties are typically excluded from warranties and we conform to these standards. Page of the attached brochure is provided for your reference. Had the carpet become loose shortly after install, we would have taken care of it in any case. However, it’s a year and a half later and well outside of a reasonable timeframe. Regarding the sliding doors, as mentioned above we returned the property to pre-loss or better condition. Regarding the safe guards on the step, it appears the corner guards have been peeled up and need to be refastened with adhesive. The location of the “step” is unusual for vinyl tile and the corner guards are likely prone to being knocked loose over timeFor such a location, ceramic tile is the best solution to prevent this from recurring. Regarding the vanity sink, the sink we installed came with the vanity and is made of either cultured marble or a composite material. The sink was included with the vanity and there was no additional charge. The insurance carrier did not cover the cost for a sink upgrade, which could have been arranged at the time of installation but not a year and a half later

At the time we completed repairs, we had returned the property to pre-loss or better condition. Our standard service warranty is one year and this issue is being raised outside of our warranty period.  Attached are pictures of the carpeted area following installation in September 2014.Its not...

uncommon for carpet to need re-stretching in areas of high traffic.  Also these rooms were used in a rental property situation and move-in/move-out activities further create the need for periodic re-stretching.  All Pro can recommend a company that can take care of the re-stretching if the customer is interested.

Refer to the attached documentation.According to the Certificate of Completion, signed by the customer, our technicians explained the services that were to be provided and gave estimate prior to starting work.  With respect to the cat urine odor, our equipment is maintained, including cleaned...

and disinfected.  Its not uncommon for pet urine odors to surface when carpet and pad is affected by water.  A good carpet cleaning can knock back the smell from the carpet, but if the urine has soaked down into the pad, which it almost always does, it will require either an enzyme or similar treatment, or removal of the pad altogether.  With respect to communication, our service manager left the customer a voicemail when he returned your call and never received a call back.  Please call us anytime if you'd like to discuss further.

Customer was given and estimate before work started of $1,250.  Customer agreed and provided credit card for $600 deposit.  Customer's tenant signed paperwork and work was completed in June 2015.  Invoice for balance was sent to customer and several phone calls and emails took place...

where this amount was discussed.  Customer now is denying original estimate amount and two weeks ago threatened a social media smear campaign if we didn't write off the balance.  Customer changed a 3 star review on Google to 1 star when we sent the file to our collection agency.  I have copies of our call logs and paperwork if you'd like to see them.  Our collection agency is pursuing the customer's tenant as that is who signed our work contract.  We are also consulting our attorney about options to deal with the smear campaign.If you have any questions, please let us know.Thanks.Roger

Complaint: [redacted]
I am rejecting this response because: My carpet/pad has never been peed on by cats. The urine smell was from the fans. The technician did not explain that they were not coming back for repair. The service manager never left any message on my phone.
Sincerely,
[redacted]

As I said, the fans are well maintained.  They are manufactured out of metal and plastic and do not absorb odors.  The documentation already provided suggests our technician was very clear about what services were to be provided and for how much.  Feel free to contact our office again and ask for Garrett.  He'll assist you further if you have additional questions.  The same questions already presented here, however, will be met with the same answers.  Thank you for your time.

According to our detailed phone records, client logs and work order histories, the information presented in this complaint does not line up with ours.  I'm going to copy/paste a recap from our manager who was involved in the service from the start and who spoke with the customer on day ONE and arranged for a 3rd party pump truck to come 3 days later and remove the bulk water.  The customer put All Pro in a difficult situation by relying on phone approvals and instructions to his tenant to sign our paperwork on the day we started work. Now with selective memory perhaps those verbal approvals in instructions are forgotten.  All Pro is not in the habit of hiring and paying for third party services, such as the pump truck that was used in this situation, and investing hundreds of dollars into customer problems and not being compensated.  We do operate in good faith and expect customers to keep their word, written or not.  Unfortunately in this situation, the signatures we have are those of the tenant and for that reason, the tenant is going to have a collections attorney to deal with.   Here's the copy/paste from our manager discussion the chronology of this incident: To whom it may concern,I Garrett S[redacted], Operations Manager for All Pro Services, know the statements that are being made here are true and accurate based on my personal experiences working for Mr. [redacted] and the statements provided to me by All Pro Technicians.Mr. [redacted] called our company on Friday November 27th because his rental property had a foul odor  and his tenant found that it was category 3 water in his crawlspace. He asked us to go out and evaluate what would need to be done and provide an estimate for him.We arrived at the property approximately 1:00 that afternoon. I met with the tenant [redacted] who showed me the access point to the crawlspace outside of the property. Mr. [redacted] informed me that he thought it was ground water from the nearby Provo Canyon River originally but that it turned out to be a broken drain line in the crawlspace and water was getting in that way. He said that plumbers had come out to fix it but they needed to have the water cleaned up and dried first before they could do the repairs.When I went into the crawlspace I found that there was at least 12 inches of standing category 3 water creating a large “pond” covering about half of the house’s foot print. I put together an estimate for the customer for around $[redacted] for the mitigation work. I then called Mr. [redacted] and spoke with him about what needed to be done and how much the estimate would be. I let him know that I would need to schedule a pump truck to meet us at the house to help us remove the water before we could start the drying and sanitizing process but that was included in the estimate I gave him. He was concerned about his insurance not covering the mitigation work and his deductible payment, but he said he wanted to go ahead and schedule the work because it would need to be done regardless for his tenants. I told him I would schedule the pump truck and follow up with him when I got it scheduled. I then talked to Mr. [redacted] about the conversation I had with Mr. [redacted]. The pump truck was scheduled for Tuesday December 1st at 9:30am. I called Mr. [redacted] and confirmed with him as well as with the tenant Mr. [redacted]. Mr. [redacted] told me he would try to be there for the appointment so he could sign our paperwork, but it would be okay for the tenant Mr. [redacted] to sign as well.Our technicians went to the property Tuesday morning and met with the tenant Mr. [redacted], Mr. [redacted] was not there. Our technician [redacted] said that he called Mr. [redacted] before he began work and he told him to go ahead and get the job started because he needed to get the plumbers in there to get the drain line fixed. Because Mr. [redacted] was not present to sign our work authorization [redacted] had Mr. [redacted] sign it instead before beginning actual work.After about an hour of pumping water out of the crawlspace [redacted] noticed that there was still some water coming in from one of the drain lines. He was worried about that so he called Mr. [redacted] again and told him about it. He said he would contact plumbers to go to the property, Mr. [redacted] was responsible for handling that. [redacted] then set up drying equipment in the crawlspace and scheduled to go back on December 3rd. On December 3rd our technician Billy was sent to the property to evaluate the drying process. When he arrived he found that the water had risen again and that plumbers had still not been hired to do repairs. He called Mr. [redacted] but it was his wife Mrs. [redacted] who answered. He explained the situation to her. She said that they had a plumbing company go out but she thought their bid was outrageous and was already concerned about having to pay a $[redacted] deductible. She would have another plumber go out to do the repairs. Billy scheduled to go back to the job the following day with a pump truck again.Our technician [redacted] arrived around 1:00 on December 4th and found that they still had not had a plumber fix the problem. He tried calling Mr. [redacted] again but his wife answered again this time. He informed her of the cost to use the pump truck again because the plumbing had not been repaired. Mrs. [redacted] told [redacted] not od any further work and that they would not pay for the use of the pump truck again. We did not hear back from the [redacted]s until February 2nd when he called to complain about the bill we sent to them. I had a three way phone conversation between myself, Mr. [redacted] and Mr. [redacted] regarding the mitigation bill. I removed some charges from his invoice to try and reason with him and help him out because he was concerned with the amount of money were charging him for our services. I ended up giving him nearly 50% off of his original estimate that I gave him on November 27th. I told him my biggest concern was covering the pump truck services we used at his request because this was a third party company that we hired on good faith because of the verbal authorization Mr. [redacted] gave me over the phone. He told me just to send the revised invoice over to him and we would go from there.

Complaint: [redacted]
I am rejecting this response because:I received the answer that AllPro submitted regarding my complaint.  I am not satisfied with their answer.  I am attaching pictures of the carpet through out all rooms in the basement.  The carpet stretched in all the rooms.  I have never had a carpet--and never have seen a carpet---stretched not even after years of being installed.  AllPro's pictures shows the carpet recently installed.  I am showing the carpet after a year-and-a half of being installed. The tenants that moved in after AllPro finally finished the job (3 months later) were all adults who went to work in the morning and came back to the house in the evening, therefore the excuse that the carpet stretched due to heavy traffic is not valid. I can get the tenants to testify is that is the case.When AllPro's project coordinator went to the house to see the carpet, I took the opportunity to show him all the bad jobs done in the laundry room, which includes sliding doors that were not secured on the floor and that swings and fall down as consequence of not being secured.  I also showed him the safe guards that were not secured to the step in the laundry room, representing a hazard.  I am attaching those pictures as well (in the pictures you can see the safe guards on the floor completely loose).  I also showed him the fiberglass vanity sink that AllPro installed in replacement of a porcelain vanity sink that I had. AllPro can check the pictures they have of the vanity sink to verify that I am not lying.Below are the project coordinator's comments to all the things I showed him.1. Carpet.  He mentioned that usually the carpets have a 3-year guarantee. He was going to check the guarantee with the carpet's company because it could be replaced.2. Sliding doors. He said that they needed to be secured.3. Safe guards on the step. He mentioned that they needed to be secured and that they needed to be replaced for a better safe guards.4. Vanity sink.  He did not made any comment regarding the vanity sink. A few days later the project coordinator called to let me know that because the job was done almost 2 years ago (they finished the job in September 2014 so April this year was only a year and half ago), they were not responsible for fixing anything. He told me that the carpet's guarantee was voided because the house was a rental and that the stretching was caused by heavy traffic.  As I said I have never had a stretched carpet before, not even with children and pets living in the house. In my opinion, the stretching is due to the poor quality of the carpet AllPro installed,as well as all the repair done by them.As a customer, I expect that AllPro recognize the bad job they did, and the cheap material they used in the repair.Thanks for listening to my concern and for helping me in this matter.Warm regards,[redacted]