Aquire Restoration, Inc.

awesome job , very professional , worked with our schedule. attention to detail and compassionet.

Review: Charged thousands for cleaning. Was not cleaned. Sub-par painting. Very unprofessional people.Desired Settlement: $6,000 off bill for sub-par painting and no cleaning.

Business

Response:

Tell us why here...We take great pride in providing great customer service and high quality of work with every project we complete. Unfortunately, at times, we encounter issues and work hard to work through issues in a professional manner. With that being said, we were contracted to ONLY clean and paint many surfaces due to vandalism - NOT completely repair/refinish/replace every surface that was affected by the vandals. We have photographic evidence to support pre-existing issues (not related to their insurance claim or our contract) along with photos of what was being covered by the insurance company before we started work on this property. We also took photos during/after cleaning and painting of property to substantiate our position that our work was properly completed. We have completed thousands of dollars of additional work, that was not included in our contract, at no additional costs to the client as well. This clients' comments are completely unfounded and unsupported as they are looking for us to make their 150 year old house, that was significantly neglected, look like how a brand new home would look. These are unreasonable expectations and the customers are blaming us for per-existing issues with the home that are NOT our responsibility or NOT in our contract. We have gone above and beyond on multiple occasions to satisfy their wants/needs and were still attempting to settle these disputes but have been unsuccessful in doing so. The client's owe a significant amount of money to us and it appears this may be an attempt to eliminate this debt. This file has been turned over to our legal department for collections.The total contract amount was $19,892.32 and we are still owed $13,498.31 for completed work. Even if we are 95% complete (in their eyes), that amount equates to a total cost of $18,897.70 - which is around $1,000 of remaining work. In order to settle this dispute we are willing to offer a $1,000 credit off our invoice but not anything above that as all our contracted work (as well as additional work performed but not charged) has been completed to what our contract states.This file has been turned over to our attorney for collections and we would like to avoid litigation for these disputes but the customers are being VERY unreasonable and do not understand that we are NOT responsible for pre-existing damage to their property that is NOT part or their insurance claim or our contract. I have attached our estimate to show that we were hired to clean and paint many surfaces NOT sand, refinish, repair surfaces prior to painting of surfaces.

Business

Response:

The estimate for completed work was attached to the previous response. The only item that we are aware of that wasn't completed was cleaning of one cabinet in the kitchen but we preformed additional work that was not included in our estimate. It is only fair that if this line item is deducted that we are entitled to add the items that we completed but were not in the original estimate. For instance, painting of the rear flight of stairs was never included in the original estimate but that was completed at no charge. The items the customer was unhappy with after our meeting yesterday were very minimal and does not add up to much money. It would take our carpenter an hour or two to correct the issues the customer's had but they were so agressive towards us that we didn't get a chance to make a settlement offer. Please review the estimates and advise what items were not completed in your eyes.

Business

Response:

Please see the letters attached.

Consumer

Response:

We can get letters saying the same about the paint but in our favor. As soon as the local store hears your name their opinion changes. Since an excessive amount was charged for "cleaning" and "painting" the a larger amount will be discounted. You can't rebut most of what was said because it's not possible. Your laughing was very unprofessional, disrespectful, and rude. You dragging this Revdex.com case out so slowly reflects those same qualities. As I've stated before the cost and what is owed is not the point. It will cost at least 4,300 to fix YOUR COMPANIES mistakes and the cleaning should be creepy discounted as well.

I have reviewed the response made by the business in reference to complaint ID 10785226, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

Regards,

Our water burst & resulted in damage to the finished portion of our basement. I contacted Aquire Restoration to restore our family room to its original state, and I was not disappointed. Their agent [redacted] went out of her way to ensure that I was satisfied with the work they did. Their people showed up on time for multiple appointments, and did an outstanding job. After the fact, I am very happy I selected Aquire Restoration to perform the job.

We had water damage in our basement that left us with needing to rip out carpet, and repair certain areas of drywall in 4 different rooms. Aquire Restoration provided great service in a timely manner that was also affordable. Vanessa, our estimator/rep, was professional, accommodating and provided us a quote that was reasonable, through, and easy to follow. All individuals that helped with the repair did a great job at matching the texture and pain color of existing walls that were not damage. The repairs were seamless! Our experience with Aquire Restoration was outstanding and we would highly recommend them!

Aquire Restoration goes above and beyond with their customer service in a crisis. Jason came out on a Sunday and had a crew going the next morning - did a great job on a large office with smoke/soot damage. Highly recommend!

My fiance and I worked with Acquire on a property with water damage on 6th Ave in Oshkosh. The Rep, [redacted], was great and the project turned out very well. Would recommend to anyone.

Review: My kitchen floor was replace by in Feb 2013. Now it is seperating and has become raised I have stumble.d. I worry about falls for my husband needs a cane or walker. I have talked to [redacted] several times and sent a e-mail. they have not responded. [redacted] did look at it and took pictures.when I first complained to him. because we are older and my husband can't talk to them I feel thats why they ignore me.Desired Settlement: my first choice would be haveto them replace it. or pay me $2,000 so I can have some one do it...

Business

Response:

This issue was never escalated to upper management by the customer and this is the first that I have heard of this situation. After reviewing our files & recorded documentation, we installed the kitchen laminate floor in February of 2013. The laminate floor did not have swelled edges after the installation was complete. According to our systems, the customer contacted the production manager on 1/27/14 regarding this issue. In the job notes, he indicated that he wouldn't be able to inspect for a few weeks as his work load could not sustain an inspection at the moment. He inspected the issue on 2/27/14 @ 10 a.m. and did not find an installation issue but found the edges of the laminate floor swelled which is consistent with moisture penetration and/or a manufacturer issue. Our production manager took moisture content readings of the laminate floor along with psychometric readings of the home to access the home's relative humidity. Both of those readings were in the acceptable range which leads us to believe something was spilled on the floor since we installed the floor. According to the notes in our systems, this was explained to the customer in person on the initial inspection day. Our office received another phone call on 6/14/14 to talk about the damaged floor. Our production manager spoke to the customer again and reiterated his previous statement regarding a moisture and/or manufacturer issue. Again, this issue was never escalated to upper management by either party nor our production manager. If it had been, we would have contacted the flooring manufacturer immediately and sent the customer a letter which explains our position. We take great pride in providing the best customer service in our industry and apologize for any misunderstanding with this problem. Again, our initial findings is that this issue is NOT an installation issue but more a moisture issue and/or manufacturer issue. Either way, I will assist by reaching out to this customer in hopes of inspecting the property myself so this situation can be resolved.Thanks![redacted]

Business

Response:

Update: Upon a secondary inspection of the floor by [redacted] of Aquire Restoration, Inc, the laminate floor was found to be swelled in numerous locations with no moisture content present in the flooring. The laminate appeared to be in the same condition as it was during our [redacted]’s initial inspection of the floor. The only apparent cause of this swelling was due to moisture which is not a covered warranty claim against the installation performed by Aquire Restoration, Inc. or the material manufacturer. The flooring manufacturer was put on notice and they determined the flooring was not covered under warranty after inspecting the floor. The customer stated the flooring has never been wet or received excess moisture so Aquire Restoration, Inc. chose to hire a third-party, certified flooring inspector at their own expense to identify the cause of swelling. A flooring inspector inspected the floor and determined the swelling to be caused by animal urine and was identified by using a UV light. A formal letter & a copy of the flooring inspector’s report was sent to the customer which then led Aquire Restoration, Inc. to close this file.

We had water damage in our basement level kitchen last spring. staff came in very professional from the first phone call to the last tech in our house and follow-up. Thank you!