Bay Restoration

Dear Ms [redacted] , Thank you for allowing me to respond to complaint ID [redacted] We experienced an extensive water leak in our home last fallWe contacted our insurance company (this was our first claim in 60+ years!) and the adjuster recommended Bay Restoration "because they can do it all"We had used their services once before under our house to spray for moldThere are several items i.n the "message from business'' that simply are not trueMrF [redacted] came on the first morning to get his employees started and was only seen one other time when he came with a contractor to re ~ measure the office floorBay Restoration did not offer to find housing for us, we asked the insurance adjuster about temporary housing and we were concerned about our animalsWe decided to stay in our home as we were promised the contractors would stay on the job and the repairs would be made quicklyI don't believe they were concerned for our safety, as they did nothing even after we contacted them numerous times by phone and in personBay Restoration wanted us to sign a work authorization/contract holding us responsible for $"We knew, as we had worked with this adjuster before, that the work would be approved and paid for, but the [redacted] 's simply wouldn't let us proceed.'If Bay Restoration believed this, why didn't they begin work on our homeWe waited weeks for work to begin with no kitchen, walls and ceilings removed, and sub floors to walk onThe center of our home had been blocked off making it impossible to walk through our hohad to go outside to access areas of our home! Bay Restoration had been called with our concerns, especially with winter approaching but absolutely no responseWe finally gave up and found another contractor to complete the workMrF [redacted] did not remove the chandelier from the breakfast room ceiling as statedTwo of his workers were at the house the morning the chandelier was removed and it was placed in the shed with no packing or any type of protection around itI know MrF [redacted] has a picture of the sink in the storage unit, but the sink was removed atsome point and placed in the shed, pushed against the chandelier with an arm broken from the lightIt is ridiculous to accuse Mr [redacted] of placing an antique crystal chandelier (that he purchased as a gift for me) in the lawnmower cart and transporting it across a rough yard to the shedThree employees could not possibly attest to this, as only two employees were on the propertyAccidents can certainly happen in a work environment, especially in demolition and constructionBut I feel that a company should own up to their mistakesNot only do I have the loss of a sentimental chandelier, I had to purchase another chandelier to replace the broken one Thank you for allowing me to express my concernsRespectfully, [redacted]

Dear Ms***,
"">Thank you for contacting us regarding this unfortunate situationI wasn't able to open your attachment here but was able to view it on another device, and so I will respond, and make every effort to be as succinct as possible.On or around October 22, 2015, our company, Bay Restoration, was hired by Mrand Mrs*** to respond to a water damage insurance claim loss at their Reedville home. Our company was chosen in part by an adjuster referral, and Mrand Mrs*** were also past satisfied customers of ours for a mold problem they had some time ago.Both owners of the company were personally on site and I personally oversaw the packing of their contents for the first four days following the loss. Items were carefully packed into new boxes with adequate packing paper and stored in two EZ boxes which were provided provided as part of the claim.Mrand Mrs*** have animals, and did not want to leave the home due to the problem of finding accomodations for them, I assume. They were entitled to additional living expenses and I even offered to make some calls to see if there was a house available through any of the local realtors but they insisted upon staying in the home, which was really not safe for them at their ages, and we were concerned about that. (We have known them for years, and held them in high regard.)Following the packout, our restoration technicians, accompanied by the other owner, Mat F*, proceeded to remove the wet floors, walls, and other structural materials that were affected. Appliances, cabinets, countertops, kitchen sink, and the like were all removed and stored in one of the EZ Boxes on the property. During the course of the demolition, Mat F* removed a chandelier from the dining area. Mr*** indicated that he wanted to put the chandelier in his PERSONAL shed on the property, and that is where it was taken by Mr*** using a lawnmower with a small pull cart behind it. I have three employees who have attested to this. He took other various items to the shed as well.As far as "blockading their home so they had to go outside" the work was to have begun immediately after the packout, and our construction staff would have been creating a door for temporary use, but the job never got started due to hold ups regarding the claim. The insurance company decided to call in a structural engineer, and FORCON ENGIEERING determined that there had actually been TWO claims due to a slow water leak in another area. During the lengthy amount of time it took to get approval to perform the reconstruction work, and the insurance company to break out the repairs estimates into TWO claims, the ***s repeatedly refused to sign a work authorization to let us get started. We knew, as we had worked with this adjuster before, that the work would be approved and paid for, but the ***s simply wouldn't let us proceed. It did take a long time for the insurance claim process, but that was in NO WAY caused by our company. Please see the email below sent to me by *** ***, the insurance adjuster with *** *** ***:-------- Original Message --------Subject: Tracey, info and dates I have on the *** claimsDate: 2016-06-09:23From: *** *** ***To: ***10/22/2015 claim reported by insured to insurance company forwater damage from plumbing leak under home - assigned to Pete MarkosAdjusters.10/24/2015 claim inspected by adjuster at Pete Markos, whichidentified different types of loss (plumbing leak & roof leak). report made to insurance company that therewere two or possibly three different origins- Southern Insurance elected to get engineer to inspect11/17/2015 insurance company advised they had received &reviewed the FORCON ENGINEERING report - direct events as follows Claim # - original reported loss for waterdamage to office, hallway, bathroom, kitchen flooring due to plumbingleak under home Claim # - damages from roof leak to officeceiling and wall, bathroom ceiling and wall, and family roomceiling/wall would need to be set up Claim # 3- no coverage for water damagefrom plumbing leak at hall bath tub faucet where it had leaked down intocrawlspace & damaged shower wall tile11/17/2015 ***s' contactedd by Pete Markos and advised toset up second claim so estimates could be separated into appropriatedcovered damages11/18/2015 ***s report the second claim & assigned to PeteMarkos that same day - Bay Restoration advised to separate emergencyservices & repairs into Claim for plumbing leakand claim for roof leak. Pack out of contents under claim for woodflooring repairs, and pack out of contents for family room/dining room underclaim for roof leak12/1/2015 *** *** *** submits estimate, BayRestoration mitigation charges & report to insurance company for CLAIM 1- payments recommended12/3/2015 *** *** *** submits repair estimate,mitigation charges, and report to insurance company for CLAIM 2 -payments recommended12/30/2015 After being contacted by Bay Restoration as to theircontractors' request for additional repair allowances in both estimates,revised estimates sent out Claim repair estimate was changed from$11,to $13,- added plumbing cost to detach/reset baseboardheat + wood floor increase Claim repair estimate was changed from$9,to $13,-- added plaster repair cost, furring cost, wallpaneling, electrical cost, iron rail reset12/30/2015 emailed copy of revised repair estimates to BayRestoration which had been submitted to insurance companyAll coverage decisions and insurance payments were issued direct by theinsurance adjuster at Southern Insurance and any payments were sent fromhis office to the policy holder. I do not have the specific dates whenthe adjuster issued any payments*** *** ** *** ***As you can see, this was a lengthy process. The ***s didn't want us to proceed till they were 100% sure their claim was being paid, which is understandable. To further complicate matters, MrPercival, the adjuster became very ill during that time, and I am sure that slowed things down even more.Sometime between January 1, and January 19, the ***s decided to use another contractor and called our office on January 19 (thereabouts) and informed us of this. We had spent a good amount of time on their claim, and were disappointed, of course, but it was their choice. Mrs*** indicated that everything was "just taking too long" but she had essentially tied our hands by not giving authorization to begin the work. ??????? Kathy in our office had been in touch with her all throughout the insurance claim process to see if they had gotten the permission for us to begin. She stated in one of her complaints that "months went by with no contact" but that's simply not true.Before all of the back and forth with the insurance company, we did furnish them with a temporary kitchen sink and countertop that we own and use for such situations so that they could stay in the home and function. Their original sink was placed in the EZ Box on top of the cabinets until such time as construction was ready to reinstall them. They are saying that we put the kitchen sink on top of the chandelier in their personal shed, but I have attached a photo that we took of the packed EZ Box, which clearly shows her kitchen sink in the EZ Box. We always photograph our storage areas for insurance documentation and this picture is worth a thousand words.All we can suppose at this time, is that when the ***'s chosen contractor, MrVincent Haynie, removed the TEMPORARY kitchen sink and countertop in order to reinstall the original sink, he MAY have placed the TEMPORARY sink in the personal shed. But at that time our company had not been on her property in months, and we would have had no access to her shed or the temporary sink, which we have not been offered back. So I cannot really speak to what exactly happened, but at no time did Bay Restoration place ANY sink in their personal shed. We have tried to explain this to her, but she is convinced it was our fault even though we were long gone at the time that the temporary sink was perhaps placed in the shed, and the original sink was never put in the shed by us at all. See picture.Mrs***'s daughter has made outlandish efforts to malign our company, posting a "review" on our company facebook page and she also copied and pasted and shared it to local "Buy-Sell-Trade" and local interest facebook pages around our area. Thankfully the admins of those pages removed her slander but I actually had to ban her from our page, she and her family became so abusive, and asking all their friends to "share" their story. Our company has faithfully served this local community for years, and has NEVER had any problems. We are selected by many insurance agencies and adjusters and participate in numerous nationwide preferred vendor programs, and you don't get that designation by cheating customers and breaking their contents. She sent me a letter basically saying that if we didn't pay her $for the chandelier that she would go on social media and call the Revdex.com on us. She went much farther than that, and it was very inappropriate. I have turned that over to our company attorney and any further efforts on her part to malign our company will be viewed as harassment. I have provided verbally to her, and sent her the picture of the sink in the EZ Box by certified mail. I spoke to Mrs*** on June 3, explaining what her daughter was doing, and also explaining our position regarding the sink. She said "I don't want any trouble, I just think yall broke my light fixture with this sink". I offered to meet with Mrs*** and her daughter and she did not accept my offer. I also offered publicly on Facebook to meet and her daughter did not accept that offer, either. They didn't want to meet but continued to demonize our small local company on their Facebook pages after I shut them down on ours. I think if we met and we could review the timeline of how things happened, they might see that they are blaming us wrongly, but with all the ugliness and lack of business decorum they have exhibited, I believe that ship has sailed.....So....I'm not sure there is going to be a resolution to this because we know and have proof we didn't break her light. Once Mr*** took possession of the chandelier and put it in his shed, it left our custody and control. Its very unfortunate of course, but entirely unfair for them to expect us to replace it. He should have allowed us to pack it properly and store it in the EZ Box. But he is an eighty-something year old man, and we weren't arguing with him. They also flat out refuse to question their chosen contractor, MrHaynie! When I suggested they check with him, they lambasted me even more on facebook.I want no more contact with these peopleThey are bullying in the name of perceived justice. I don't even care to go on their property and retrieve our temporary sink setup. They need to stop their harassment. I have been so patient out of respect for their advanced age, and its a small community but I will not let them continue to smear our good reputation. We discussed giving them half the money for the fixture as a show of good will, but the adjuster and the attorney has advised us NOT to, as he said they would continue to badger us for the full amount and probably increase their maliceAnd with the documentation that I have presented, I truly don't feel we owe it.Thank you, *** and I hope this can cast some light on this situationSadly, I don't think there will be any resolution that will satisfy them.If we broke that fixture, we would pay for it, but we didn't.I cant see to get the picture to attach so I will send that from my phone. Let me know if you have any other questions! I will also send you the letter we sent her as a reply to her threat to publicize her problem.Sincerely,Tracey F*Bay Restoration

Dear Ms***,Thank you for contacting us regarding this unfortunate situationI wasn't able to open your attachment here but was able to view it on another device, and so I will respond, and make every effort to be as succinct as possible.On or around October 22, 2015, our company, Bay
Restoration, was hired by Mrand Mrs*** to respond to a water damage insurance claim loss at their Reedville home. Our company was chosen in part by an adjuster referral, and Mrand Mrs*** were also past satisfied customers of ours for a mold problem they had some time ago.Both owners of the company were personally on site and I personally oversaw the packing of their contents for the first four days following the loss. Items were carefully packed into new boxes with adequate packing paper and stored in two EZ boxes which were provided provided as part of the claim.Mrand Mrs*** have animals, and did not want to leave the home due to the problem of finding accomodations for them, I assume. They were entitled to additional living expenses and I even offered to make some calls to see if there was a house available through any of the local realtors but they insisted upon staying in the home, which was really not safe for them at their ages, and we were concerned about that. (We have known them for years, and held them in high regard.)Following the packout, our restoration technicians, accompanied by the other owner, Mat F*, proceeded to remove the wet floors, walls, and other structural materials that were affected. Appliances, cabinets, countertops, kitchen sink, and the like were all removed and stored in one of the EZ Boxes on the property. During the course of the demolition, Mat F* removed a chandelier from the dining area. Mr*** indicated that he wanted to put the chandelier in his PERSONAL shed on the property, and that is where it was taken by Mr*** using a lawnmower with a small pull cart behind it. I have three employees who have attested to this. He took other various items to the shed as well.As far as "blockading their home so they had to go outside" the work was to have begun immediately after the packout, and our construction staff would have been creating a door for temporary use, but the job never got started due to hold ups regarding the claim. The insurance company decided to call in a structural engineer, and FORCON ENGIEERING determined that there had actually been TWO claims due to a slow water leak in another area. During the lengthy amount of time it took to get approval to perform the reconstruction work, and the insurance company to break out the repairs estimates into TWO claims, the ***s repeatedly refused to sign a work authorization to let us get started. We knew, as we had worked with this adjuster before, that the work would be approved and paid for, but the ***s simply wouldn't let us proceed. It did take a long time for the insurance claim process, but that was in NO WAY caused by our company. Please see the email below sent to me by *** ***, the insurance adjuster with *** *** ***:-------- Original Message --------Subject: Tracey, info and dates I have on the *** claimsDate: 2016-06-09:23From: *** *** ***To: ***10/22/2015 claim reported by insured to insurance company forwater damage from plumbing leak under home - assigned to Pete MarkosAdjusters.10/24/2015 claim inspected by adjuster at Pete Markos, whichidentified different types of loss (plumbing leak & roof leak). report made to insurance company that therewere two or possibly three different origins- Southern Insurance elected to get engineer to inspect11/17/2015 insurance company advised they had received &reviewed the FORCON ENGINEERING report - direct events as follows Claim # - original reported loss for waterdamage to office, hallway, bathroom, kitchen flooring due to plumbingleak under home Claim # - damages from roof leak to officeceiling and wall, bathroom ceiling and wall, and family roomceiling/wall would need to be set up Claim # 3- no coverage for water damagefrom plumbing leak at hall bath tub faucet where it had leaked down intocrawlspace & damaged shower wall tile11/17/2015 ***s' contactedd by Pete Markos and advised toset up second claim so estimates could be separated into appropriatedcovered damages11/18/2015 ***s report the second claim & assigned to PeteMarkos that same day - Bay Restoration advised to separate emergencyservices & repairs into Claim for plumbing leakand claim for roof leak. Pack out of contents under claim for woodflooring repairs, and pack out of contents for family room/dining room underclaim for roof leak12/1/2015 *** *** *** submits estimate, BayRestoration mitigation charges & report to insurance company for CLAIM 1- payments recommended12/3/2015 *** *** *** submits repair estimate,mitigation charges, and report to insurance company for CLAIM 2 -payments recommended12/30/2015 After being contacted by Bay Restoration as to theircontractors' request for additional repair allowances in both estimates,revised estimates sent out Claim repair estimate was changed from$11,to $13,- added plumbing cost to detach/reset baseboardheat + wood floor increase Claim repair estimate was changed from$9,to $13,-- added plaster repair cost, furring cost, wallpaneling, electrical cost, iron rail reset12/30/2015 emailed copy of revised repair estimates to BayRestoration which had been submitted to insurance companyAll coverage decisions and insurance payments were issued direct by theinsurance adjuster at Southern Insurance and any payments were sent fromhis office to the policy holder. I do not have the specific dates whenthe adjuster issued any payments*** *** ** *** ***As you can see, this was a lengthy process. The ***s didn't want us to proceed till they were 100% sure their claim was being paid, which is understandable. To further complicate matters, MrPercival, the adjuster became very ill during that time, and I am sure that slowed things down even more.Sometime between January 1, and January 19, the ***s decided to use another contractor and called our office on January 19 (thereabouts) and informed us of this. We had spent a good amount of time on their claim, and were disappointed, of course, but it was their choice. Mrs*** indicated that everything was "just taking too long" but she had essentially tied our hands by not giving authorization to begin the work. ??????? Kathy in our office had been in touch with her all throughout the insurance claim process to see if they had gotten the permission for us to begin. She stated in one of her complaints that "months went by with no contact" but that's simply not true.Before all of the back and forth with the insurance company, we did furnish them with a temporary kitchen sink and countertop that we own and use for such situations so that they could stay in the home and function. Their original sink was placed in the EZ Box on top of the cabinets until such time as construction was ready to reinstall them. They are saying that we put the kitchen sink on top of the chandelier in their personal shed, but I have attached a photo that we took of the packed EZ Box, which clearly shows her kitchen sink in the EZ Box. We always photograph our storage areas for insurance documentation and this picture is worth a thousand words.All we can suppose at this time, is that when the ***'s chosen contractor, MrVincent Haynie, removed the TEMPORARY kitchen sink and countertop in order to reinstall the original sink, he MAY have placed the TEMPORARY sink in the personal shed. But at that time our company had not been on her property in months, and we would have had no access to her shed or the temporary sink, which we have not been offered back. So I cannot really speak to what exactly happened, but at no time did Bay Restoration place ANY sink in their personal shed. We have tried to explain this to her, but she is convinced it was our fault even though we were long gone at the time that the temporary sink was perhaps placed in the shed, and the original sink was never put in the shed by us at all. See picture.Mrs***'s daughter has made outlandish efforts to malign our company, posting a "review" on our company facebook page and she also copied and pasted and shared it to local "Buy-Sell-Trade" and local interest facebook pages around our area. Thankfully the admins of those pages removed her slander but I actually had to ban her from our page, she and her family became so abusive, and asking all their friends to "share" their story. Our company has faithfully served this local community for years, and has NEVER had any problems. We are selected by many insurance agencies and adjusters and participate in numerous nationwide preferred vendor programs, and you don't get that designation by cheating customers and breaking their contents. She sent me a letter basically saying that if we didn't pay her $for the chandelier that she would go on social media and call the Revdex.com on us. She went much farther than that, and it was very inappropriate. I have turned that over to our company attorney and any further efforts on her part to malign our company will be viewed as harassment. I have provided verbally to her, and sent her the picture of the sink in the EZ Box by certified mail. I spoke to Mrs*** on June 3, explaining what her daughter was doing, and also explaining our position regarding the sink. She said "I don't want any trouble, I just think yall broke my light fixture with this sink". I offered to meet with Mrs*** and her daughter and she did not accept my offer. I also offered publicly on Facebook to meet and her daughter did not accept that offer, either. They didn't want to meet but continued to demonize our small local company on their Facebook pages after I shut them down on ours. I think if we met and we could review the timeline of how things happened, they might see that they are blaming us wrongly, but with all the ugliness and lack of business decorum they have exhibited, I believe that ship has sailed.....So....I'm not sure there is going to be a resolution to this because we know and have proof we didn't break her light. Once Mr*** took possession of the chandelier and put it in his shed, it left our custody and control. Its very unfortunate of course, but entirely unfair for them to expect us to replace it. He should have allowed us to pack it properly and store it in the EZ Box. But he is an eighty-something year old man, and we weren't arguing with him. They also flat out refuse to question their chosen contractor, MrHaynie! When I suggested they check with him, they lambasted me even more on facebook.I want no more contact with these peopleThey are bullying in the name of perceived justice. I don't even care to go on their property and retrieve our temporary sink setup. They need to stop their harassment. I have been so patient out of respect for their advanced age, and its a small community but I will not let them continue to smear our good reputation. We discussed giving them half the money for the fixture as a show of good will, but the adjuster and the attorney has advised us NOT to, as he said they would continue to badger us for the full amount and probably increase their maliceAnd with the documentation that I have presented, I truly don't feel we owe it.Thank you, *** and I hope this can cast some light on this situationSadly, I don't think there will be any resolution that will satisfy them.If we broke that fixture, we would pay for it, but we didn't.I cant see to get the picture to attach so I will send that from my phone. Let me know if you have any other questions! I will also send you the letter we sent her as a reply to her threat to publicize her problem.Sincerely,Tracey F*Bay Restoration

Dear Ms. [redacted], Thank you for allowing me to respond to complaint ID [redacted]. We experienced an extensive water leak in our home last fall. We contacted our insurance company (this was our first claim in 60+ years!) and the adjuster recommended Bay Restoration "because they can do it all". We had used their services once before under our house to spray for mold. There are several items i.n the "message from business'' that simply are not true. Mr. F[redacted] came on the first morning to get his employees started and was only seen one other time when he came with a contractor to re ~ measure the office floor. Bay Restoration did not offer to find housing for us, we asked the insurance adjuster about temporary housing and we were concerned about our animals. We decided to stay in our home as we were promised the contractors would stay on the job and the repairs would be made quickly. I don't believe they were concerned for our safety, as they did nothing even after we contacted them numerous times by phone and in person. Bay Restoration wanted us to sign a work authorization/contract holding us responsible for $6000.00. "We knew, as we had worked with this adjuster before, that the work would be approved and paid for, but the [redacted]'s simply wouldn't let us proceed.'1 If Bay Restoration believed this, why didn't they begin work on our home7 We waited weeks for work to begin with no kitchen, walls and ceilings removed, and sub floors to walk on. The center of our home had been blocked off making it impossible to walk through our home-we had to go outside to access areas of our home! Bay Restoration had been called with our concerns, especially with winter approaching but absolutely no response. We finally gave up and found another contractor to complete the work. Mr. F[redacted] did not remove the chandelier from the breakfast room ceiling as stated. Two of his workers were at the house the morning the chandelier was removed and it was placed in the shed with no packing or any type of protection around it. I know Mr. F[redacted] has a picture of the sink in the storage unit, but the sink was removed at. some point and placed in the shed, pushed against the chandelier with an arm broken from the light. It is ridiculous to accuse Mr. [redacted] of placing an antique crystal chandelier (that he purchased as a gift for me) in the lawnmower cart and transporting it across a rough yard to the shed. Three employees could not possibly attest to this, as only two employees were on the property. Accidents can certainly happen in a work environment, especially in demolition and construction. But I feel that a company should own up to their mistakes. Not only do I have the loss of a sentimental chandelier, I had to purchase another chandelier to replace the broken one . Thank you for allowing me to express my concerns. Respectfully,[redacted]

Review: This company was suggested by the insurance adjuster for water damage to our home. It was explained that Bay Restoration "does it all". They promptly came and removed all belongings from the house and put them in two storage pods in the back yard. They tore walls and floors out of an office, bathroom, kitchen, breakfast room and family room. Then they barricaded the center portion of the house, forcing us to access either end of our home by going outside! We are senior citizens in our 80's. Bay Restoration requested and was paid for the work up to this point. Numerous calls and visits were made to Bay Restoration business to please finish the repairs...after more than two months with no attempt by Bay Restoration to complete the job, another contractor was retained.

Bay Restoration removed an antique crystal chandelier from the breakfast room in our home and stored it in the shed. They removed the kitchen sink and shoved it against the chandelier , resulting in a broken arm on the light. They were notified of the incident by phone call and a registered letter. They have refused to take responsibility for the light, stating anybody could have broken it.

I am very disappointed in the quality of work and total lack of care of their customers.Desired Settlement: The lamp was purchased for me as a gift from my husband. It came from an antique store in the Newport News area at a cost of $800.00

Bay Restoration states they are fully insured, I feel they should cover the cost of the lamp as they caused the damage.

Business

Response:

Dear Ms. [redacted],Thank you for contacting us regarding this unfortunate situation. I wasn't able to open your attachment here but was able to view it on another device, and so I will respond, and make every effort to be as succinct as possible.On or around October 22, 2015, our company, Bay Restoration, was hired by Mr. and Mrs. [redacted] to respond to a water damage insurance claim loss at their Reedville home. Our company was chosen in part by an adjuster referral, and Mr. and Mrs. [redacted] were also past satisfied customers of ours for a mold problem they had some time ago.Both owners of the company were personally on site and I personally oversaw the packing of their contents for the first four days following the loss. Items were carefully packed into new boxes with adequate packing paper and stored in two EZ boxes which were provided provided as part of the claim.Mr. and Mrs. [redacted] have animals, and did not want to leave the home due to the problem of finding accomodations for them, I assume. They were entitled to additional living expenses and I even offered to make some calls to see if there was a house available through any of the local realtors but they insisted upon staying in the home, which was really not safe for them at their ages, and we were concerned about that. (We have known them for years, and held them in high regard.)Following the packout, our restoration technicians, accompanied by the other owner, Mat F[redacted], proceeded to remove the wet floors, walls, and other structural materials that were affected. Appliances, cabinets, countertops, kitchen sink, and the like were all removed and stored in one of the EZ Boxes on the property. During the course of the demolition, Mat F[redacted] removed a chandelier from the dining area. Mr. [redacted] indicated that he wanted to put the chandelier in his PERSONAL shed on the property, and that is where it was taken by Mr. [redacted] using a lawnmower with a small pull cart behind it. I have three employees who have attested to this. He took other various items to the shed as well.As far as "blockading their home so they had to go outside" the work was to have begun immediately after the packout, and our construction staff would have been creating a door for temporary use, but the job never got started due to hold ups regarding the claim. The insurance company decided to call in a structural engineer, and FORCON ENGIEERING determined that there had actually been TWO claims due to a slow water leak in another area. During the lengthy amount of time it took to get approval to perform the reconstruction work, and the insurance company to break out the repairs estimates into TWO claims, the [redacted]s repeatedly refused to sign a work authorization to let us get started. We knew, as we had worked with this adjuster before, that the work would be approved and paid for, but the [redacted]s simply wouldn't let us proceed. It did take a long time for the insurance claim process, but that was in NO WAY caused by our company. Please see the email below sent to me by [redacted], the insurance adjuster with [redacted]:-------- Original Message --------Subject: Tracey, info and dates I have on the [redacted] claimsDate: 2016-06-10 09:23From: [redacted]To: [redacted]10/22/2015 claim reported by insured to insurance company forwater damage from plumbing leak under home - assigned to Pete MarkosAdjusters.10/24/2015 claim inspected by adjuster at Pete Markos, whichidentified 2 different types of loss (plumbing leak & roof leak). report made to insurance company that therewere two or possibly three different origins- Southern Insurance elected to get engineer to inspect11/17/2015 insurance company advised they had received &reviewed the FORCON ENGINEERING report - 3 direct events as follows Claim # 1 - original reported loss for waterdamage to office, hallway, bathroom, kitchen flooring due to plumbingleak under home Claim # 2 - damages from roof leak to officeceiling and wall, bathroom ceiling and wall, and family roomceiling/wall would need to be set up Claim # 3- no coverage for water damagefrom plumbing leak at hall bath tub faucet where it had leaked down intocrawlspace & damaged shower wall tile11/17/2015 [redacted]s' contactedd by Pete Markos and advised toset up second claim so estimates could be separated into appropriatedcovered damages11/18/2015 [redacted]s report the second claim & assigned to PeteMarkos that same day - Bay Restoration advised to separate emergencyservices & repairs into Claim 1 for plumbing leakand claim 2 for roof leak. Pack out of contents under claim 1 for woodflooring repairs, and pack out of contents for family room/dining room underclaim 2 for roof leak12/1/2015 [redacted] submits estimate, BayRestoration mitigation charges & report to insurance company for CLAIM 1- payments recommended12/3/2015 [redacted] submits repair estimate,mitigation charges, and report to insurance company for CLAIM 2 -payments recommended12/30/2015 After being contacted by Bay Restoration as to theircontractors' request for additional repair allowances in both estimates,revised estimates sent out Claim 1 repair estimate was changed from$11,465.76 to $13,087.21 - added plumbing cost to detach/reset baseboardheat + wood floor increase Claim 2 repair estimate was changed from$9,714.86 to $13,140.49 -- added plaster repair cost, furring cost, wallpaneling, electrical cost, iron rail reset12/30/2015 emailed copy of revised repair estimates to BayRestoration which had been submitted to insurance companyAll coverage decisions and insurance payments were issued direct by theinsurance adjuster at Southern Insurance and any payments were sent fromhis office to the policy holder. I do not have the specific dates whenthe adjuster issued any payments[redacted]As you can see, this was a lengthy process. The [redacted]s didn't want us to proceed till they were 100% sure their claim was being paid, which is understandable. To further complicate matters, Mr. Percival, the adjuster became very ill during that time, and I am sure that slowed things down even more.Sometime between January 1, and January 19, the [redacted]s decided to use another contractor and called our office on January 19 (thereabouts) and informed us of this. We had spent a good amount of time on their claim, and were disappointed, of course, but it was their choice. Mrs. [redacted] indicated that everything was "just taking too long" but she had essentially tied our hands by not giving authorization to begin the work. ??????? Kathy in our office had been in touch with her all throughout the insurance claim process to see if they had gotten the permission for us to begin. She stated in one of her complaints that "months went by with no contact" but that's simply not true.Before all of the back and forth with the insurance company, we did furnish them with a temporary kitchen sink and countertop that we own and use for such situations so that they could stay in the home and function. Their original sink was placed in the EZ Box on top of the cabinets until such time as construction was ready to reinstall them. They are saying that we put the kitchen sink on top of the chandelier in their personal shed, but I have attached a photo that we took of the packed EZ Box, which clearly shows her kitchen sink in the EZ Box. We always photograph our storage areas for insurance documentation and this picture is worth a thousand words.All we can suppose at this time, is that when the [redacted]'s chosen contractor, Mr. Vincent Haynie, removed the TEMPORARY kitchen sink and countertop in order to reinstall the original sink, he MAY have placed the TEMPORARY sink in the personal shed. But at that time our company had not been on her property in months, and we would have had no access to her shed or the temporary sink, which we have not been offered back. So I cannot really speak to what exactly happened, but at no time did Bay Restoration place ANY sink in their personal shed. We have tried to explain this to her, but she is convinced it was our fault even though we were long gone at the time that the temporary sink was perhaps placed in the shed, and the original sink was never put in the shed by us at all. See picture.Mrs. [redacted]'s daughter has made outlandish efforts to malign our company, posting a "review" on our company facebook page and she also copied and pasted and shared it to local "Buy-Sell-Trade" and local interest facebook pages around our area. Thankfully the admins of those pages removed her slander but I actually had to ban her from our page, she and her family became so abusive, and asking all their friends to "share" their story. Our company has faithfully served this local community for 25 years, and has NEVER had any problems. We are selected by many insurance agencies and adjusters and participate in numerous nationwide preferred vendor programs, and you don't get that designation by cheating customers and breaking their contents. She sent me a letter basically saying that if we didn't pay her $800 for the chandelier that she would go on social media and call the Revdex.com on us. She went much farther than that, and it was very inappropriate. I have turned that over to our company attorney and any further efforts on her part to malign our company will be viewed as harassment. I have provided verbally to her, and sent her the picture of the sink in the EZ Box by certified mail. I spoke to Mrs. [redacted] on June 3, explaining what her daughter was doing, and also explaining our position regarding the sink. She said "I don't want any trouble, I just think yall broke my light fixture with this sink". I offered to meet with Mrs. [redacted] and her daughter and she did not accept my offer. I also offered publicly on Facebook to meet and her daughter did not accept that offer, either. They didn't want to meet but continued to demonize our small local company on their Facebook pages after I shut them down on ours. I think if we met and we could review the timeline of how things happened, they might see that they are blaming us wrongly, but with all the ugliness and lack of business decorum they have exhibited, I believe that ship has sailed.....So....I'm not sure there is going to be a resolution to this because we know and have proof we didn't break her light. Once Mr. [redacted] took possession of the chandelier and put it in his shed, it left our custody and control. Its very unfortunate of course, but entirely unfair for them to expect us to replace it. He should have allowed us to pack it properly and store it in the EZ Box. But he is an eighty-something year old man, and we weren't arguing with him. They also flat out refuse to question their chosen contractor, Mr. Haynie! When I suggested they check with him, they lambasted me even more on facebook.I want no more contact with these people. They are bullying in the name of perceived justice. I don't even care to go on their property and retrieve our temporary sink setup. They need to stop their harassment. I have been so patient out of respect for their advanced age, and its a small community but I will not let them continue to smear our good reputation. We discussed giving them half the money for the fixture as a show of good will, but the adjuster and the attorney has advised us NOT to, as he said they would continue to badger us for the full amount and probably increase their malice. And with the documentation that I have presented, I truly don't feel we owe it.Thank you, [redacted] and I hope this can cast some light on this situation. Sadly, I don't think there will be any resolution that will satisfy them.If we broke that fixture, we would pay for it, but we didn't.I cant see to get the picture to attach so I will send that from my phone. Let me know if you have any other questions! I will also send you the letter we sent her as a reply to her threat to publicize her problem.Sincerely,Tracey F[redacted]Bay Restoration