Atlas Restoration Specialists Inc

The customers complaint is completely ridiculous.  I have called MANY times to discuss this with the [redacted]'s with no call back at all.  I have recently sent them a letter, which is attached that explains the fact that the [redacted]'s still owe us money for this project and have not followed the...

steps in our signed contract with them to remedy any situation that arises from our work etc.  I am filing a lien against their property until the non payment issue can be resolved and have offered to meet with them anytime to discuss  a resolution to both of our concerns to no avail.  I have also offered to resolve this matter in arbitration as outlined in our signed contract with the [redacted]'s.  Atlas as well as me personally have answered every call, email or letter ever sent to us by the [redacted]'s and it is them who have been un responsive.  I have also met with them personally at their home to remedy this situation but each time we meet the demand and complaint list grows.  The bottom line is we provided great service after the [redacted]'s fired their original contractor and have provided them with a kitchen that is both high quality and far superior to the kitchen they had before Atlas became involved.  We were referred by the [redacted]'s insurance company and were policed the entire time by a third party quality control company, [redacted] and preformed well on the project.  I have asked for the [redacted]'s to respond to me in writing by 11/27/17 so that this dispute may be handled as we contractually agreed to.

I apologize for our delayed response on this one.  I have been out of our office for an extended time period  due to personal family matters.  Our response to Mrs. [redacted]'s complaint is that we feel that the ceramic tile were broken before we arrived on site.  The two tile in...

question are next to the edge of the doorways that had carpet that met the tile in this area and thresholds over the transition.  We were hired to clean up after a sewer back up and had to remove the carpet in question.  We reviewed all photos and cannot tell 100% if we were responsible or not. My crew, whom I trust and have worked for me for years states that the tile were already broken.  We also believe thta when the new carpet and tile transition strips a re installed that these arease will not be visable and could be the reason they were not noticed before by the Homeowner. [redacted]President Atlas Restoration Specialists, Inc

Initial Business Response /* (1000, 7, 2015/07/29) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@atlasrestorationstl.com
We completed water damage repairs for Mrs. [redacted] a few months back regarding a [redacted] Insurance claim that she recently had. ...

The original adjuster's name is [redacted] I believe Mrs. [redacted] may be getting the two of us confused because I don't recall receiving any phone messages from the homeowner. We will contact her tomorrow and attempt to straighten this out. After we completed all of the claim repairs she had concerns about the VCT type flooring in her rear bedroom that appeared to be coming loose and tiles peeling in some areas. This flooring was not included on the adjusters original estimate, and is not part of our contract with Ms. [redacted]. We did contact the claims center in attempt to resolve this issue through her insurance company but did not receive approval to remove and replace this flooring. The flooring material is very old and in poor condition. It is impossible to tell if the current condition of the floor is a result of this claim or just wear and tear due to age. We have completed all of the other claim related repairs per our contract. We have not charged for the repairs that she mentioned and they are not a part of our contract with her. Please close this file as there is no merit to the customers complaint, it is not our responsibility to make her insurance company cover costs of things that they feel are unrelated to the loss in question. Ms. [redacted] needs to contact [redacted] with this complaint. If [redacted] or Ms. [redacted] agrees to pay for the repair to the floor then we will be happy to handle that for her.
I discussed the flooring issue weeks ago with Mrs. [redacted] and explained to her that nothing was allowed for repair or replacement in [redacted] initial estimate. I never promised her that we would do anything with the flooring other than present the condition of the floor along with her concerns to [redacted] As I said, the original adjuster is no longer handling this claim and I haven't received approval from the claims center to complete anything additional.
I will contact Mrs. [redacted] to discuss this issue with her again. If she is adamant about the replacement of the flooring and still thinks that [redacted] should be responsible for the replacement costs I will request that another field adjuster be assigned to her claim and inspect the flooring issues. I didn't realize that Mrs. [redacted] was still expecting this flooring be replaced but I will follow up and let you know after I speak with her.
Let me know if you have any questions or need additional information.