Belfor Property Restoration

Dear Revdex.com,In response to Ms***'s complaint, yes, we were called by the tenant and the emergency services were performed 06/06/2016, returning on 06/09/to pick up the drying equipment Per the tenant, he called us with Ms***'s permission since her person she was going to send would not be there for quite some time (See attachment 03-03-Correspondence Detail report documenting our conversation with the tenant.)Ms [redacted] emailed us on 6/17/to redirect the invoice to her address So her statement to the Revdex.com “billed me without my knowledge” is a complete contradiction to her 6/email (See attachment 06/17/Correspondence Detail report documenting her email.) Furthermore, the invoice and scope of work were repeatedly sent to Ms [redacted] via email on 06/17/and on 01/06/2017, and also by postal mail on 06/17/and on 04/11/ Ms [redacted] was sent collection letters on 02/20/and 03/01/as a reminder of the outstanding invoice sent to herThen on 03/02/we had a telephone discussion with Ms***’s regarding the work performed We explained to her the entire process performed, answered her questions and, at Ms***’s request, we emailed her our Emergency Service Documents supporting our conversation and invoice and scope of work previously sent to her (See attachments 03/03/Correspondence Detail report documenting our email, and the Moisture Map and Drying Record that were sent to her.) She also stated to us at that time that she never went to see the damage, she couldn’t recall to us the room layout of her property, so she wanted us to prove we were there These documents provide temperature readings, room humidity readings, equipment used, and a diagram of the room and the water damage area at her propertyShe stated that once she received that information she would process a check for our service So her statement to the Revdex.com of her not knowing “what [she] was paying for” prior to her sending her payment is falseAfter sending all of the above, Ms***’s then emails us on 03/03/stating that she wants yet another invoice and more explanation of the service we performed (See attached 03/03/Correspondence Detail report documenting her email.) With all accommodations to her questions and requests we could see Ms [redacted] was attempting to further drag out her requests to delay payment indefinitely It was ONLY at that time that we were direct and firm in telling her that she has exhausted all accommodations; that we would no longer engage in her apparent game of leading us to believe she was paying but then delay by continually request information that has been repeatedly given to her; and that we were ready to send her account to the attorney for collections On a final note, according to our Customer Satisfaction survey Ms [redacted] submitted on 04/16/2017, she believed our services to be “Satisfactory” (See attached Survey Snapshot of her response.) With all evidence to the contrary to what Ms [redacted] has claimed to the Revdex.com, we feel we have worked with Ms [redacted] to the best of our ability However, in good faith, if Ms [redacted] feels there is a charge within the invoice that was not performed, we encourage her to provide proof that counters our documentation If we are found in error, we will refund that portion of the invoice.Please let us know if there are any further questions or if any of the attachments does not download properly We were limited to the number of uploads so were were not able to upload the Drying Record mentioned within Please let us know how we can send this as well Kindest Regards, [redacted] Office Manager

My home was burned from a fire that spread from a neighbors homeThe management company at the condos where I lived hired Belfor to repair the propertyNo one, that I have spoken with who was touched by the fire has anything good to say about this contractorNo oneMarch fire burned the back portion of my home, end unitRoof, full bathroom, bedroom, smoke, water damage: to shared wall, living area ceiling, and basementThe textiles were stored by a Belfor contractor, the furniture was stored by BelforIf you are ok with Days/weeks after the work permits were obtained where no work is/was completedSeveral different people or inexperienced people working on the same item, leading to different levels of workmanshipThe job foreman missing most days/weeks, after he states "don't talk to the workers talk to me"Having to call/text them constantlyRacing to make a meeting with them to hear that something more important has come up and your time is now wastedRescheduleThen waiting weeks for Belfor to finish the balance of the jobOnly to receive a call for final payment, then remind Belfor they have not finished! Having insult to injuryDuring the renovation collectibles where left in the home in a large trunkAfter being assured they would be kept safeMoved to the warehouseWell at some point the trunk was emptied and the collectibles are goneIt was mentioned and discussed, was told they would look for them, 6-weeks went by, and nowI am told to file a police report!?!?! My experience with Belfor has translated to: If you care about the repair of your home, details i.eclean lines, squareness of edges, coats of paint, gaps in floors/crown molding, timeliness of completion, respect for your home and the value of your time and belongingsYou may want to look around for someone elseIf the details of the work do not matter, build the building, slap on some paint, get paid and move onAll the while having someone smile in your face and assure you all is wellThen Belfor is for you

Complaint: [redacted] I am rejecting this response because: As I said I did not authorize this workI don't care what the tenant saidThis work could have been done by us the next dayThat is our decision to makeI asked repeatly for a copy of the original invoiceI know I received one in december of but could not find itI told them thisThey choice not to send it to me againThe only thing I received from them was a layout of the room with temperaturesAfter I paid them is when I received a copy of the invoiceI am not disputing ( after seeing the invoice) that they were thereI did not want to pay something without having all documentationI run a businessHow stupid would that be Sincerely, [redacted] ***

[redacted] June 15, 2015Subject: In response to your Revdex.com Complaint ID # [redacted] Dear [redacted] ***:BELFOR ( e )PROPERTY RESTORATION [redacted] BELFOR Property RestorationActivity Road, Suite A [redacted] [redacted] First of all, we are sorry for the water loss you experienced at your home and thank you for reaching outto our company with your honest feedback.For more than years, BELFOR Property Restoration has prided itself in helping homeowners like youget back up and rurming as quickly as possible after these unexpected events occurWe would not havebeen able to grow to be the world's largest property restoration company without the dedication of ourcrews providing excellent customer service.Unfortunately, you did not experience the customer service we take pride in and that is extremelyupsetting to hearFor that we apologizePlease know we took your feedback seriously and that is why Ireached out to you as soon as we received your feedback.Additionally, please know BELFOR does have a uniform policy as well as a policy for handlingpaperwork, which we have subsequently scheduled an employee meeting to reviewWe are in process ofdeveloping more regular training courses for all of our restoration crews that will include assessments.Again, we apologize for the experience you had with our company, and have taken serious steps toprevent it from happening againIf you or husband has any questions or comments for me, please contactme anytime directly on my cell phone: [redacted] Sincerely,~~ [redacted] General ManagerBELFOR Property Restoration - [redacted]

Initial Business Response /* (1000, 5, 2014/12/16) */
First, This claim is full of holes
- we have a new Admin, that miss spoke to *** and said she did not know how to get this handledThat she would pass it off to someone that knows what to doFriday 12/12/ the paperwork was
processed to get *** her refundWhich on 12/15/the refund check was cut
*** never spoke to the one with our office that is in charge of the classWhich this person is confused on why this was turned into a complaint as it was being handled
***'s check will be in her hands today as our marketing personthe one that is in charge of the classes will be dropping this check off in person
Initial Consumer Rebuttal /* (3000, 7, 2014/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am glad that they will be cutting a check, which should have been done a month ago when I first notified them of the error , but I feel very very uncomfortable with someone coming to my home to hand deliver thisI would much rather have this mailed
Final Business Response /* (4000, 9, 2014/12/17) */
I do not understand how it was implied that a check would be dropped off to her houseWe have no home address and nor was it implied that we were going to drop it off to the house in our first responseThis is a business to business deal and the check was dropped of to *** the afterrnoon of 12/16/at the work place
If there was a communication problem on our side we appologize as we had our main admin person go into the hospitial and a month ago and is still outWe have a new admin person that started and if that is or was the probelm we appologize

Initial Business Response /* (1000, 5, 2015/09/04) */
No promise was made as to the time it would takeOnly an estimated time
Delays in the project were caused due to the following
Code upgrades that there was no insurance coverage for
Materials provided by the homeowner
changes
made by the homeowner
Working with the insurance company
Damage due t the break in
About weeks can be attributed to BELFOR delays
The insurance company paid the owner additional living expenses (ALE) while the work was being done
BELFOR fixed and replaced all the damaged and stolen items even though to our knowledge a police report was never filed by the owner for the break in
We do not agree that any payment be forfeitIn fact payment in full is past due
Complaint Response Date bumped because: Holiday

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

***, I have tried multiple times to respond to this complaintThe customer did not speak to me in January he spoke with the *** *** *** *** , I was not made aware of this issue until early January when the customer received the collection callAt the time I spoke to the customer
I did my research to find some of his complaints to be valid and immediately ended the collection efforts and reduced the final billWithin days the customer paid his invoice in fullThis issue should be closed and considered satisfied

To whom it may concern: BELFOR performed, and billed accurately for services contracted with the customer Customer was satisfied with workmanship.I will contact the customer today discuss all concerns. Sincerely yours,Brice ***General Manager###-###-####

My home was burned from a fire that spread from a neighbors homeThe management company at the condos where I lived hired Belfor to repair the propertyNo one, that I have spoken with who was touched by the fire has anything good to say about this contractorNo oneMarch fire burned the back portion of my home, end unitRoof, full bathroom, bedroom, smoke, water damage: to shared wall, living area ceiling, and basementThe textiles were stored by a Belfor contractor, the furniture was stored by BelforIf you are ok with Days/weeks after the work permits were obtained where no work is/was completedSeveral different people or inexperienced people working on the same item, leading to different levels of workmanshipThe job foreman missing most days/weeks, after he states "don't talk to the workers talk to me"Having to call/text them constantlyRacing to make a meeting with them to hear that something more important has come up and your time is now wastedRescheduleThen waiting weeks for Belfor to finish the balance of the jobOnly to receive a call for final payment, then remind Belfor they have not finished!
Having insult to injuryDuring the renovation collectibles where left in the home in a large trunkAfter being assured they would be kept safeMoved to the warehouseWell at some point the trunk was emptied and the collectibles are goneIt was mentioned and discussed, was told they would look for them, 6-weeks went by, and nowI am told to file a police report!?!?!
My experience with Belfor has translated to:
If you care about the repair of your home, details i.eclean lines, squareness of edges, coats of paint, gaps in floors/crown molding, timeliness of completion, respect for your home and the value of your time and belongingsYou may want to look around for someone elseIf the details of the work do not matter, build the building, slap on some paint, get paid and move onAll the while having someone smile in your face and assure you all is wellThen Belfor is for you

Initial Business Response /* (1000, 6, 2015/05/07) */
Belfor response: we are looking into this claim and investigating why the customers request was not dealt with in a timely mannerThe estimator on this file is on vacation and will return MondayWe will do everything possible to get
this resolved as soon as possibleWe are concerned and apologize for the ordeal
Initial Consumer Rebuttal /* (2000, 13, 2015/05/28) */
Belfor has paid in fullThe check was received 5/23/

The consumer called and said that the issue with this company has been resolved

Dear Revdex.com,In response to Ms. [redacted]'s complaint, yes, we were called by the tenant and the emergency services were performed 06/06/2016, returning on 06/09/2016 to pick up the drying equipment.  Per the tenant, he called us with Ms. [redacted]'s permission since her person she was going to send would...

not be there for quite some time.   (See attachment 03-03-16 Correspondence Detail report documenting our conversation with the tenant.)Ms. [redacted] emailed us on 6/17/2016 to redirect the invoice to her address.  So her statement to the Revdex.com “billed me without my knowledge” is a complete contradiction to her 6/17 email.  (See attachment 06/17/2016 Correspondence Detail report documenting her email.) Furthermore, the invoice and scope of work were repeatedly sent to Ms. [redacted] via email on 06/17/2016 and on 01/06/2017, and also by postal mail on 06/17/2016 and on 04/11/2017.  Ms. [redacted] was sent collection letters on 02/20/2017 and 03/01/2017 as a reminder of the outstanding invoice sent to her. Then on 03/02/2017 we had a telephone discussion with Ms. [redacted]’s regarding the work performed.  We explained to her the entire process performed, answered her questions and, at Ms. [redacted]’s request, we emailed her our Emergency Service Documents supporting our conversation and invoice and scope of work previously sent to her.  (See attachments 03/03/16 Correspondence Detail report documenting our email, and the Moisture Map and Drying Record that were sent to her.)  She also stated to us at that time that she never went to see the damage, she couldn’t recall to us the room layout of her property, so she wanted us to prove we were there.  These documents provide temperature readings, room humidity readings, equipment used, and a diagram of the room and the water damage area at her property. She stated that once she received that information she would process a check for our service.  So her statement to the Revdex.com of her not knowing “what [she] was paying for” prior to her sending her payment is false. After sending all of the above, Ms. [redacted]’s then emails us on 03/03/2017 stating that she wants yet another invoice and more explanation of the service we performed.  (See attached 03/03/16 Correspondence Detail report documenting her email.) With all accommodations to her questions and requests we could see Ms. [redacted] was attempting to further drag out her requests to delay payment indefinitely.  It was ONLY at that time that we were direct and firm in telling her that she has exhausted all accommodations; that we would no longer engage in her apparent game of leading us to believe she was paying but then delay by continually request information that has been repeatedly given to her; and that we were ready to send her account to the attorney for collections.  On a final note, according to our Customer Satisfaction survey Ms. [redacted] submitted on 04/16/2017, she believed our services to be “Satisfactory”.  (See attached Survey Snapshot of her response.) With all evidence to the contrary to what Ms. [redacted] has claimed to the Revdex.com, we feel we have worked with Ms. [redacted] to the best of our ability.  However, in good faith, if Ms. [redacted] feels there is a charge within the invoice that was not performed, we encourage her to provide proof that counters our documentation.  If we are found in error, we will refund that portion of the invoice.Please let us know if there are any further questions or if any of the attachments does not download properly.  We were limited to the number of uploads so were were not able to upload the Drying Record mentioned within.  Please let us know how we can send this as well.  Kindest Regards,[redacted]Office Manager

Complaint: [redacted]
I am rejecting this response because:
As I said I did not authorize this work. I don't care what the tenant said. This work could have been done by us the next day. That is our decision to make. I asked repeatly for a copy of the original invoice. I know I received one in december of 2016 but could not find it. I told them this. They choice not to send it to me again. The only thing I received from them was a layout of the room with temperatures. After I paid them is when I received a copy of the invoice. I am not disputing ( after seeing the invoice) that they were there. I did not want to pay something without having all documentation. I run a business. How stupid would that be.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/12/16) */
First, This claim is full of holes.
- we have a new Admin, that miss spoke to [redacted] and said she did not know how to get this handled. That she would pass it off to someone that knows what to do. Friday 12/12/ 14 the paperwork was processed to...

get [redacted] her refund. Which on 12/15/14 the refund check was cut.
[redacted] never spoke to the one with our office that is in charge of the class. Which this person is confused on why this was turned into a complaint as it was being handled.
[redacted]'s check will be in her hands today as our marketing person. the one that is in charge of the classes will be dropping this check off in person.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am glad that they will be cutting a check, which should have been done a month ago when I first notified them of the error , but I feel very very uncomfortable with someone coming to my home to hand deliver this. I would much rather have this mailed.
Final Business Response /* (4000, 9, 2014/12/17) */
I do not understand how it was implied that a check would be dropped off to her house. We have no home address and nor was it implied that we were going to drop it off to the house in our first response. This is a business to business deal and the check was dropped of to [redacted] the afterrnoon of 12/16/14 at the work place.
If there was a communication problem on our side we appologize as we had our main admin person go into the hospitial and a month ago and is still out. We have a new admin person that started and if that is or was the probelm we appologize.

[redacted]June 15, 2015Subject: In response to your Revdex.com Complaint ID # [redacted]Dear [redacted]:BELFOR ( e )PROPERTY RESTORATION[redacted]BELFOR Property Restoration9060 Activity Road, Suite A[redacted]...

[redacted]First of all, we are sorry for the water loss you experienced at your home and thank you for reaching outto our company with your honest feedback.For more than 70 years, BELFOR Property Restoration has prided itself in helping homeowners like youget back up and rurming as quickly as possible after these unexpected events occur. We would not havebeen able to grow to be the world's largest property restoration company without the dedication of ourcrews providing excellent customer service.Unfortunately, you did not experience the customer service we take pride in and that is extremelyupsetting to hear. For that we apologize. Please know we took your feedback seriously and that is why Ireached out to you as soon as we received your feedback.Additionally, please know BELFOR does have a uniform policy as well as a policy for handlingpaperwork, which we have subsequently scheduled an employee meeting to review. We are in process ofdeveloping more regular training courses for all of our restoration crews that will include assessments.Again, we apologize for the experience you had with our company, and have taken serious steps toprevent it from happening again. If you or husband has any questions or comments for me, please contactme anytime directly on my cell phone: [redacted]Sincerely,~~[redacted]General ManagerBELFOR Property Restoration - [redacted]

I am in the process of looking into this matter, however I am having difficulty because the actual address of the job is not included. I  am not finding anything under [redacted] in our system for [redacted].  Please provide the physical address of where the work was...

happening.

Initial Business Response /* (1000, 6, 2015/05/07) */
Belfor response: we are looking into this claim and investigating why the customers request was not dealt with in a timely manner. The estimator on this file is on vacation and will return Monday. We will do everything possible to get this...

resolved as soon as possible. We are concerned and apologize for the ordeal.
Initial Consumer Rebuttal /* (2000, 13, 2015/05/28) */
Belfor has paid in full. The check was received 5/23/15

Initial Business Response /* (1000, 9, 2015/09/17) */
We have contacted the vender and arranged payment.

To whom it may concern,

 

We have returned all property to the customer. BELFOR has supplied the customer and insurance company all documents necessary for the customer to receive payment for any items that were damage during the fire.  Any dispute for payment of property is between the customer and their insurance carrier. I have contacted the customer to try to assist with the resolution to this matter but was unable to come to a resolution.

We do value customer satisfaction and feel we have done everything we can to resolve this matter.

 

The customer contacted BELFOR on 12/11/2013, The insurance carrier referred BELFOR to [redacted] who called our office and was in need of a company to pack out and inventory their personal belongings that were involved in a fire. We secured a work authorization to start the inventory and pack out of items in the fire and began work the next day. Inventory of the items took a several days and some of the times were beyond repair, those items were documented and photographed and left of site for approval to dispose of. Approval to dispose of the contents on site came from the handling adjuster on 12/23/2014. We then scheduled a dumpster to be delivered and non-salvage items to be disposed of. During the time we had staff on site to dispose of the non-salvage items, the customer was at the property. The customer assisted the crew with disposing of the non-salvage items including some of the items in question.

The property was stored at our facility for a month and a half and all items were restored to the customer on 1/29/2014, including all non-salvage property that was authorized to be returned to the customer by the insurance carrier.

 

The final invoice was paid in full by the customer upon receipt of his personal property on 1/29/2014 and he signed a Certificate of Satisfaction on that date.

BELFOR PropertyRestoration

[redacted]