Armor Restoration, LLC

This estimate doesn't make any senseWe will handle this through the ***, as we have received your complaint through them this week

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: the estimate that was sent to *** *** and *** Public Adjusters was done by *** Hardwood Flooring which used the estimate from *** *** for the square footage on the line that says clean and seal floors and Armor Restorations' estimate for the pack out minus the truck for debris removal I notified *** *** that the windows were not addressed in your last two responses.Regards,
*** ***

Good Afternoon [redacted],I must say that this is the first complaint that we have ever received like this. The fire took place next door, and this home had light smoke damage. The homeowner put a claim in through her insurance company, and we worked hand in hand with her adjuster to perform all the...

worked that we were contracted to do. Our company went above and beyond to make her happy.  After receiving her complaints and attempting to resolve the issues numerous times, we even contacted her insurance adjuster to see what they wanted us to do. They advised there was nothing else that we could do for her. Her insurance adjuster also stated that she keeps adding on additional complaints and it seems she is expecting her whole house to be remodeled. For the rebuild portion of her claim (the construction part), we have a signed contract for $19,044.04. We received $13,625.23, and she still owes the balance. We were contracted to put new ceilings on the second floor, to clean and paint the house, and to clean and seal the floors. We have pictures of the home from the night of the fire, during the work process, and after the work was complete, which you can find below and see for yourself. We take pride in our work; and as I am sure you are aware, we sometimes come across homeowners who do not want to pay for the work and are unsatisfied no matter what you do for them.After moving back into her home, this homeowner called the office and told us what she was unhappy about. We were embarrassed and immediately sent guys to her house to fix it. When they arrived to address her concerns. She would not let them in and was cursing at them, threatening that her father was going to physically harm them, so we told them to leave.  We had people go back three other times.  When they were finished, she walked through each room with them and didn’t have any complaints. Later, she would call back and add more complaints on. We also have signed paperwork that everything was completed to her satisfaction, after we had send people back to clean up the paint . I have included this as well.We did not paint the windows shut. They were previously sealed with liquid nail prior to the fire next door taking place, and we did try to get them open. You can also see in the pictures that the homeowner had plastic over each window, with wood across the top to keep them from being opened.  They hadn’t been opened in a long time.  There were scratches and old paint on the floor prior to the smoke damage. We have pictures of the floors the day they were stained, and there is no gash. As for the paint on the floors, it was so embedded from sitting there for years, that all of it would not come off. I sent one of my best employees to the home and they said there was a lot of preexisting damage, and it was not in the insurance company’s estimate to sand the floors. We were contacted to clean(wipe) and stain them, not sand them. The pictures show damage on the floors before we did any work.I spoke with the homeowner on 3/1 and she told me that her [redacted] Steamer was broken, and before receiving this complaint through Revdex.com, I did order her a new one online and it was shipped to her house on 3/9.  As in her complaint, she also told me one of my employees “stole” a pair of binoculars. My employees clean, and pack-out items daily with jewelry, coins, electronics, etc. I have not once in years ever had anyone accuse them of theft. I have yet to see receipt or picture of these binoculars, either. I’m unsure how to address this issue at this point.The railing on the porch fell because the porch is rotted and the hardware is rotted. It was being held up by a single screw. An employee leaned his body weight on it and fell while the railing detached from the one screw that was holding it up. You can see this for yourself in the pictures, from the start of the job when one of my employees put a lockbox on. My employee also stated,  the homeowner was there when the railing fell and said it was falling off anyway and to throw it away. He told her he would put it aside just in case it can be fixed. I did ask if one of our guys can go fix it, but they need all new hardware to do it.  He did get hurt when he fell, and did not take legal action against the homeowner for neglecting to keep up the maintenance of her porch.As for stains on the clothes; we have them professionally cleaned and wrapped in plastic. You can see for yourself from the pictures, they are bagged when taken from the house and bagged immediately after being cleaned. Any stains on clothing would be pre-existing stains. When she received he clothes back, she signed paperwork that she was satisfied and it was in good condition. She later called and said there was damage on a few pieces of clothing. My tech went and picked up the pieces she was complaining about, and we did have them re-cleaned.  My tech, who handles all our laundry jobs, stated they looked worn and that there was makeup smeared on one and that another was torched with a flame. He believed them to be altered after they were returned.  Please note that we are paid by the insurance company to clean the clothing which is exactly what we did. We still did our best to make her happy.Please see attached for pictures and for signed Certificates of Completion. I appreciate your time and consideration in this matter. Please feel free to contact me directly with any questions or concerns.Kind regards,Brienne G[redacted], Partner of Armor Restoration

This estimate doesn't make any sense. We will handle this through the [redacted], as we have received your complaint through them this week.