It is not productive to resolve any open issue in this mannerI offer the following comments, and proposed process top resolve any open issue.It is true that we, at first communicated with Mr [redacted] as we assumed he was the owner of the property, until we were told he was not , at which point we were told he was representing and would coordinate on behalf of Ms [redacted] .There has been three different complain, each different, Pictures attached purporting to be ( we assume ) after pictures, clearly show the conditions before we completed our work for example all walls we worked on were painted white, all base trims were new and painted whiteThe vent cover picture is before, we do have the receipt for this vent that was replacedFurthermore a walk thru was completed by *** [redacted] when the last door was installedThe next day, Mr ***, when contacted for payment, indicated he would send a check in the mail.Then a complaint was sent to our corporate office with a much different list, then we received the first complaint with the Revdex.com, then this second oneWe did not prepare a supplemental estimate as requested for the door, as clearly, the damage was not caused by the claim, we replaced this door, at our cost as a goodwill gesture, matching of windows in the rest of the home, is not an issue for us to determine , but an issue for Ms [redacted] to discuss with her insurance company, the color of the stucco was matched but the new stucco repair is clean , where the rest of the stucco is old and dirtyRe-stucco of the entire home is again an issue to be discussed by Ms [redacted] with her insurance company.we have a lien filing documented and ready, we will hold filing this, in the hope that Mr [redacted] will agree to have a final inspection so we can resolve any real open itemsWe just do not see that this format and venue can resolve the issues.It is our hope that we can get all items resolved to Ms [redacted] 's satisfaction.If Mr [redacted] agrees we will schedule the walk thru
This complaint is about money owed, that was paid by the insurance company and that the customer has appropriated and is not able to pay.Mr [redacted] is not our customer He is the boyfriend of Ms [redacted] , an Insurance customer who had a fire late last fall We did structure cleaning and contents cleaning to remove smoke odor and suit from structure, furniture and cleaned clothings and other fabric items, We were paid directly for this work by their insurance Company, this was completed on 12/16/2016( note customer says no work done, yet they lived in the home from the time of the fire until the repairs were started on or around 4/after a partial payment was received from the mortgage company )There was structural damage in one bedroom requiring construction However, prior to doing any demolition and build back work we asked for an asbestos survey and the sheetrock tested positive As a result of payment difficulties with her mortgage Company, Ms [redacted] had long delays scheduling an asbestos contractor, the asbestos removal took months instead of weeks to completeOnce the asbestos removal was finished we had to submit a supplement to our original build back estimate to her insurance companyHer insurance company approved both the original estimate and the supplement, both of which were done using Xactimate ( generally accepted estimating system for the industry ) pricing The only bid item was electrical repairs, all other items were priced straight from the current Xactimate price listMr [redacted] states that we committed insurance fraud by using windows and doors at a much lower cost than priced in the estimate With respect to the window, which was damaged by the fire, we replaced a single pane aluminum sliding window with a double pane, anodized unit matching the description in Xactimate, purchased from [redacted] ***, an Albuquerque based window manufacturer This was an upgrade to the existing window and Xactimate pricing ($300.09) included remove and replace materials and laborWe replaced two doors in the home with exactly the same type unit that was removed (stain grade hollow core interior door) Both were purchased from the largest door supplier in New Mexico( [redacted] ***) and again match the description in Xactimate Both were stained to match and installed However, we only charged for one door in our estimates but replaced two at the home owner’s insistence And again, both doors are priced in Xactimate with materials, removal and installation ($each) Of course ALL work has been documented by pictures before, during and afterThe pictures cannot be uploaded here as this is not allowed but will be available should Mr [redacted] choose to proceed with his threats of a lawsuit, which we will vigorously defend as our file is well documentedThe timing of Mr***’s complaint is curiously timed with our request for payment from Ms [redacted] We have made final demand for payment and will be proceeding with filing a lien for amount owed.Furthermore, Mr [redacted] states that “none of what they did has been done correctly, floors were installed improperly, vents not cleaned, cleanup not done”.We have multiple pictures of every room after our work was completed, that clearly documents the work completed, and a walk thru was completed after we finished the work.Nothing has been done correctly and at this point the owner ( [redacted] ) is saying it was not in the budget from our insurance company.” We find this statement to be inaccurate, not very clear as to “what was not in the budget” We always complete work based on a scope, the scope of work is a detailed list of what is to be done and in what quantityMr [redacted] did try to have us replace a door to his HVAC closet that was not damaged by the fire but had been off the closet for a long time , according to his daughterActually as previously mentioned, we replaced a door that was not in the scope of work at NO CHARGESimilarly, we were asked to replace vent covers that was not in the scope of work and did so, again, at NO CHARGE.The home will require several thousand dollars to repair” We completely agree that the rest of the home that was not affected and was not included in our scope of work, DEFINITELY will need repairs and a thorough cleaning.This home, at the completion of our work in the areas we worked, was left in 1000% better condition than we found it inour pictures fully document this
Complaint: [redacted]
I am rejecting this response because: I will attempt to address [redacted] claims from her email in this response, as well as include a full list of things still not complete or complete to the homeowner’s satisfaction (again she would know this had she ever done a final walk thru or punch list). My understanding of a contract for services is that you do not make the final payment until the service is actually complete. At this time we feel that they did not complete the work they were contracted for. We also have many pictures, but we have the benefit of having pictures before the fire so we are able to compare before and after Servpro. I would also invite any licensed contractor to come and view the quality of work that was done in this home and if they would stand behind it. For the record yes I am [redacted]’s boyfriend. I also am acting as her authorized representative on this matter due to the fact that she works 40+ hours a week during the time that Servpro was present. [redacted] was well informed of this fact from day one. [redacted] made it very clear to [redacted] on numerous occasions. All correspondence with Servpro went thru my email address, and most of the paperwork was put in my name until they finally corrected that in April (I have the documentation to back this up). Again we have signed no final documentation stating that the job is complete and to the owners satisfaction. This is not about money at all. We have the $1500.00 that is owed to them. As a matter of fact we actually tried to pay them the full amount in April, but we were handed a receipt that said “Paid In Full”. Two weeks later they came back with a story of how they miscalculated and that we still owe them money (which we already knew). They could not even keep track of what was spent and what was owed. The insurance company issued the first check directly to Servpro for the cleaning and structure cleaning which was also to include duct cleaning. Duct cleaning was never done. It was at this time that the vents were taken (to their location) for cleaning. The only reason that they had to replace vents is because they lost them in the months that our personal belongings sat in their warehouse. We still currently are missing one vent from one of the bedrooms. The house still smells like smoke to this day. Delay regarding the asbestos removal. Servpro contracted the survey for asbestos. When it came back positive they did not tell us that we were responsible for hiring a contractor to remove the asbestos. Our understanding was that they were handling that and would be getting bids. It was not until two weeks later when I contacted them that they informed me that was our responsibility. I immediately contacted [redacted] Inc. for the job. There was a twelve day wait for funds to clear and ten days for the permitting before [redacted] could begin working. They actually finished their end three days early and were out mid-week. Informed Servpro and they said that no one would be coming until the following week. This delay was clearly caused by their lack of communication with us (as evidenced by the fact I had to contact them), and has been a problem throughout the entire process with Servpro. The window that was installed is a much nicer model window. That isn’t the problem. The problem lies in the fact that we now have one window on the front of the house that does not even come close to matching the other windows (Ms. [redacted] was more than happy to offer her services to replace the other ones to make them match at our cost of course). The stucco around the window is uneven and the window is not even in the wall square. The stucco on the exterior wall does not go all the way to the ground and is the wrong color. Color does not match the color of the rest of the house. The interior doors are a whole different story. After replacing the affected door (4 times) and not the door frame that was badly burnt (solution paint over it), they decided to go to a larger hinge that does not match the rest of the rooms. This is totally unacceptable. I told [redacted] when she said that the other door was not covered to file a supplemental to the insurance company due to the door being damaged by the fire department. She chose not to, so I see that as her loss. They have covered everything else up to this point I’m sure they would have had no problem adding it in. I am not responsible for her poor business practices. There was no need for her to eat the cost on the other door. Again this was her choice not mine. The door was going to be replaced. As far as the HVAC door goes, [redacted] herself offered to replace that door, she was never asked. And including my daughter in a conversation that never happened is just awful. She is a child not [redacted]’s customer. Funny that she made all of these offers to do things because of delays to the job. We have some water damage to our ceiling in the front hallway and guest bathroom and she graciously offered to “pad” the estimate and fix the issue for us. This was unsolicited as was the HVAC door. I have the doors to the HVAC closet in the garage they just need to be rehung. I never once asked [redacted] to do work outside of the scope of the repair all I wanted her to do was the job that they were hired to do. Any suggestion otherwise is an outright lie. The flooring is horrible. It was put in improperly from start to finish. Not enough was ordered and they ran short and were piecing together the second room. Both rooms are full of visible seams and piecing. Not the way the floor was before Servpro started. Again I have pictures and documentation from before and after the fire. [redacted] has spent several thousand dollars remodeling this house and for [redacted] to insinuate that this house still requires thousands of dollars of repairs is ludicrous. I was not aware that she was a licensed appraiser. On that note, less than sixty days before the fire we had a full home appraisal done for a loan to get the new roof. I have a copy of this as well and it fully lists all of the upgrades that have been done to the home. [redacted]’s mortgage company is also scheduled for an inspection of the work done and they must sign off on it as well. I am sure that approval will not happen. Following is a complete list of work not completed or completed, but not to the satisfaction of the homeowner. Still missing light switch covers and several are improperly installed or broken.Doors are not the correct colorHinges on fire room door not correct size or shapeDoor frame of fire room not replaced just painted overHVAC cleaning not doneCloset in fire room rails were not reinstalled for the closet doorsPatch behind the front door where doorknob went thru during fire department clearing housePaint on windows, furniture, bedding, electronics, TVTexture on walls does not match everywhere the patchedOld phone hookups not re-coveredBaseboards were all cut to length of wall prior to Servpro, now we have seams and poor caulkingWooden thresholds for doorways that were screwed to the floor before Servpro, after we have plastic ones that are now nail glued to the tile. Tile under these will need to be replaced now. It is very clear that this job is incomplete and there will be no further payment until it is complete and back to the way it was before the fire. Servpro’s slogan is “Like it never happened”. That is not the case on this job. They have not fulfilled their end of the deal and if [redacted] would like to try and file a lien I am sure that [redacted]’s bank will take issue with that. Dealing with Servpro has been one of the most miserable experiences of my life. We went thru at least 4 different work crews on this job. Never the same crew for longer than a week or two. In the first week alone her foreman was soliciting us to fire Servpro so he could do the job for us cheaper. When I notified Servpro, the employee was reprimanded and proceeded to call me and tell me that, and I quote “You need to keep your [redacted] in check”. I should have fired them right then and there, but we had already contracted them and the first payment had gone out (hindsight). The next foreman they sent in showed up daily drunk and got drunker as the day progressed. He lasted a couple of weeks before he was gone. All the while being told good help is hard to find from [redacted]. We cleaned our house daily after they left for the day. They never cleaned up and for [redacted] to say they did is a blatant falsehood. [redacted] wasn’t here to many times to check the job. It was pretty much left up to her employees. I still have a pile of rubble in my front yard that they did not clean after knocking down the wall. We spent hours on our hands and knees with Dawn dish soap cleaning up the paint that was on everything. They never even brought a broom, a rag, or cleaning products after the initial cleaning from the fire. They cleaned their paint machines into my bushes and trees in my yard. I will post the results of the bank inspection once they are complete. I Have pictures on a CD, but they are too big to upload to this site. If needed, I will mail them, or drop them off by request. Thank you again – [redacted]. [redacted] III
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
It is not productive to resolve any open issue in this manner. I offer the following comments, and proposed process top resolve any open issue.It is true that we, at first communicated with Mr. [redacted] as we assumed he was the owner of the property, until we were told he was not , at which point we were told he was representing and would coordinate on behalf of Ms [redacted].There has been three different complain, each different, Pictures attached purporting to be ( we assume ) after pictures, clearly show the conditions before we completed our work for example all walls we worked on were painted white, all base trims were new and painted white. The vent cover picture is before, we do have the receipt for this vent that was replaced. Furthermore a walk thru was completed by [redacted] when the last door was installed. The next day, Mr [redacted], when contacted for payment, indicated he would send a check in the mail.Then a complaint was sent to our corporate office with a much different list, then we received the first complaint with the Revdex.com, then this second one. We did not prepare a supplemental estimate as requested for the door, as clearly, the damage was not caused by the claim, we replaced this door, at our cost as a goodwill gesture, matching of windows in the rest of the home, is not an issue for us to determine , but an issue for Ms [redacted] to discuss with her insurance company, the color of the stucco was matched but the new stucco repair is clean , where the rest of the stucco is old and dirty. Re-stucco of the entire home is again an issue to be discussed by Ms [redacted] with her insurance company.we have a lien filing documented and ready, we will hold filing this, in the hope that Mr. [redacted] will agree to have a final inspection so we can resolve any real open items. We just do not see that this format and venue can resolve the issues.It is our hope that we can get all items resolved to Ms [redacted]'s satisfaction.If Mr. [redacted] agrees we will schedule the walk thru
This complaint is about money owed, that was paid by the insurance company and that the customer has appropriated and is not able to pay.Mr. [redacted] is not our customer. He is the boyfriend of Ms. [redacted], an Insurance customer who had a fire late last fall. We did structure cleaning and...
contents cleaning to remove smoke odor and suit from structure, furniture and cleaned clothings and other fabric items, We were paid directly for this work by their insurance Company, this was completed on 12/16/2016( note customer says no work done, yet they lived in the home from the time of the fire until the repairs were started on or around 4/16 after a partial payment was received from the mortgage company ). There was structural damage in one bedroom requiring construction. However, prior to doing any demolition and build back work we asked for an asbestos survey and the sheetrock tested positive. As a result of payment difficulties with her mortgage Company, Ms. [redacted] had long delays scheduling an asbestos contractor, the asbestos removal took months instead of weeks to complete. Once the asbestos removal was finished we had to submit a supplement to our original build back estimate to her insurance company. Her insurance company approved both the original estimate and the supplement, both of which were done using Xactimate ( generally accepted estimating system for the industry ) pricing. The only bid item was electrical repairs, all other items were priced straight from the current Xactimate price list. Mr. [redacted] states that we committed insurance fraud by using windows and doors at a much lower cost than priced in the estimate. With respect to the window, which was damaged by the fire, we replaced a single pane aluminum sliding window with a double pane, anodized unit matching the description in Xactimate, purchased from [redacted], an Albuquerque based window manufacturer. This was an upgrade to the existing window and Xactimate pricing ($300.09) included remove and replace materials and labor. We replaced two doors in the home with exactly the same type unit that was removed (stain grade hollow core interior door). Both were purchased from the largest door supplier in New Mexico( [redacted]) and again match the description in Xactimate. Both were stained to match and installed. However, we only charged for one door in our estimates but replaced two at the home owner’s insistence. And again, both doors are priced in Xactimate with materials, removal and installation ($119.91 each). Of course ALL work has been documented by pictures before, during and after. The pictures cannot be uploaded here as this is not allowed but will be available should Mr [redacted] choose to proceed with his threats of a lawsuit, which we will vigorously defend as our file is well documented. The timing of Mr. [redacted]’s complaint is curiously timed with our request for payment from Ms. [redacted]. We have made final demand for payment and will be proceeding with filing a lien for amount owed.Furthermore, Mr [redacted] states that “none of what they did has been done correctly, floors were installed improperly, vents not cleaned, cleanup not done”.We have multiple pictures of every room after our work was completed, that clearly documents the work completed, and a walk thru was completed after we finished the work.Nothing has been done correctly and at this point the owner ([redacted] ) is saying it was not in the budget from our insurance company.” We find this statement to be inaccurate, not very clear as to “what was not in the budget” . We always complete work based on a scope, the scope of work is a detailed list of what is to be done and in what quantity. Mr [redacted] did try to have us replace a door to his HVAC closet that was not damaged by the fire but had been off the closet for a long time , according to his daughter. Actually as previously mentioned, we replaced a door that was not in the scope of work at NO CHARGE. Similarly, we were asked to replace 2 vent covers that was not in the scope of work and did so, again, at NO CHARGE.The home will require several thousand dollars to repair” . We completely agree that the rest of the home that was not affected and was not included in our scope of work, DEFINITELY will need repairs and a thorough cleaning.This home, at the completion of our work in the areas we worked, was left in 1000% better condition than we found it in. our pictures fully document this.
It is not productive to resolve any open issue in this mannerI offer the following comments, and proposed process top resolve any open issue.It is true that we, at first communicated with Mr [redacted] as we assumed he was the owner of the property, until we were told he was not , at which point we were told he was representing and would coordinate on behalf of Ms [redacted] .There has been three different complain, each different, Pictures attached purporting to be ( we assume ) after pictures, clearly show the conditions before we completed our work for example all walls we worked on were painted white, all base trims were new and painted whiteThe vent cover picture is before, we do have the receipt for this vent that was replacedFurthermore a walk thru was completed by *** [redacted] when the last door was installedThe next day, Mr ***, when contacted for payment, indicated he would send a check in the mail.Then a complaint was sent to our corporate office with a much different list, then we received the first complaint with the Revdex.com, then this second oneWe did not prepare a supplemental estimate as requested for the door, as clearly, the damage was not caused by the claim, we replaced this door, at our cost as a goodwill gesture, matching of windows in the rest of the home, is not an issue for us to determine , but an issue for Ms [redacted] to discuss with her insurance company, the color of the stucco was matched but the new stucco repair is clean , where the rest of the stucco is old and dirtyRe-stucco of the entire home is again an issue to be discussed by Ms [redacted] with her insurance company.we have a lien filing documented and ready, we will hold filing this, in the hope that Mr [redacted] will agree to have a final inspection so we can resolve any real open itemsWe just do not see that this format and venue can resolve the issues.It is our hope that we can get all items resolved to Ms [redacted] 's satisfaction.If Mr [redacted] agrees we will schedule the walk thru
This complaint is about money owed, that was paid by the insurance company and that the customer has appropriated and is not able to pay.Mr [redacted] is not our customer He is the boyfriend of Ms [redacted] , an Insurance customer who had a fire late last fall We did structure cleaning and contents cleaning to remove smoke odor and suit from structure, furniture and cleaned clothings and other fabric items, We were paid directly for this work by their insurance Company, this was completed on 12/16/2016( note customer says no work done, yet they lived in the home from the time of the fire until the repairs were started on or around 4/after a partial payment was received from the mortgage company )There was structural damage in one bedroom requiring construction However, prior to doing any demolition and build back work we asked for an asbestos survey and the sheetrock tested positive As a result of payment difficulties with her mortgage Company, Ms [redacted] had long delays scheduling an asbestos contractor, the asbestos removal took months instead of weeks to completeOnce the asbestos removal was finished we had to submit a supplement to our original build back estimate to her insurance companyHer insurance company approved both the original estimate and the supplement, both of which were done using Xactimate ( generally accepted estimating system for the industry ) pricing The only bid item was electrical repairs, all other items were priced straight from the current Xactimate price listMr [redacted] states that we committed insurance fraud by using windows and doors at a much lower cost than priced in the estimate With respect to the window, which was damaged by the fire, we replaced a single pane aluminum sliding window with a double pane, anodized unit matching the description in Xactimate, purchased from [redacted] ***, an Albuquerque based window manufacturer This was an upgrade to the existing window and Xactimate pricing ($300.09) included remove and replace materials and laborWe replaced two doors in the home with exactly the same type unit that was removed (stain grade hollow core interior door) Both were purchased from the largest door supplier in New Mexico( [redacted] ***) and again match the description in Xactimate Both were stained to match and installed However, we only charged for one door in our estimates but replaced two at the home owner’s insistence And again, both doors are priced in Xactimate with materials, removal and installation ($each) Of course ALL work has been documented by pictures before, during and afterThe pictures cannot be uploaded here as this is not allowed but will be available should Mr [redacted] choose to proceed with his threats of a lawsuit, which we will vigorously defend as our file is well documentedThe timing of Mr***’s complaint is curiously timed with our request for payment from Ms [redacted] We have made final demand for payment and will be proceeding with filing a lien for amount owed.Furthermore, Mr [redacted] states that “none of what they did has been done correctly, floors were installed improperly, vents not cleaned, cleanup not done”.We have multiple pictures of every room after our work was completed, that clearly documents the work completed, and a walk thru was completed after we finished the work.Nothing has been done correctly and at this point the owner ( [redacted] ) is saying it was not in the budget from our insurance company.” We find this statement to be inaccurate, not very clear as to “what was not in the budget” We always complete work based on a scope, the scope of work is a detailed list of what is to be done and in what quantityMr [redacted] did try to have us replace a door to his HVAC closet that was not damaged by the fire but had been off the closet for a long time , according to his daughterActually as previously mentioned, we replaced a door that was not in the scope of work at NO CHARGESimilarly, we were asked to replace vent covers that was not in the scope of work and did so, again, at NO CHARGE.The home will require several thousand dollars to repair” We completely agree that the rest of the home that was not affected and was not included in our scope of work, DEFINITELY will need repairs and a thorough cleaning.This home, at the completion of our work in the areas we worked, was left in 1000% better condition than we found it inour pictures fully document this
Complaint: [redacted]
I am rejecting this response because: I will attempt to address [redacted] claims from her email in this response, as well as include a full list of things still not complete or complete to the homeowner’s satisfaction (again she would know this had she ever done a final walk thru or punch list). My understanding of a contract for services is that you do not make the final payment until the service is actually complete. At this time we feel that they did not complete the work they were contracted for. We also have many pictures, but we have the benefit of having pictures before the fire so we are able to compare before and after Servpro. I would also invite any licensed contractor to come and view the quality of work that was done in this home and if they would stand behind it. For the record yes I am [redacted]’s boyfriend. I also am acting as her authorized representative on this matter due to the fact that she works 40+ hours a week during the time that Servpro was present. [redacted] was well informed of this fact from day one. [redacted] made it very clear to [redacted] on numerous occasions. All correspondence with Servpro went thru my email address, and most of the paperwork was put in my name until they finally corrected that in April (I have the documentation to back this up). Again we have signed no final documentation stating that the job is complete and to the owners satisfaction. This is not about money at all. We have the $1500.00 that is owed to them. As a matter of fact we actually tried to pay them the full amount in April, but we were handed a receipt that said “Paid In Full”. Two weeks later they came back with a story of how they miscalculated and that we still owe them money (which we already knew). They could not even keep track of what was spent and what was owed. The insurance company issued the first check directly to Servpro for the cleaning and structure cleaning which was also to include duct cleaning. Duct cleaning was never done. It was at this time that the vents were taken (to their location) for cleaning. The only reason that they had to replace vents is because they lost them in the months that our personal belongings sat in their warehouse. We still currently are missing one vent from one of the bedrooms. The house still smells like smoke to this day. Delay regarding the asbestos removal. Servpro contracted the survey for asbestos. When it came back positive they did not tell us that we were responsible for hiring a contractor to remove the asbestos. Our understanding was that they were handling that and would be getting bids. It was not until two weeks later when I contacted them that they informed me that was our responsibility. I immediately contacted [redacted] Inc. for the job. There was a twelve day wait for funds to clear and ten days for the permitting before [redacted] could begin working. They actually finished their end three days early and were out mid-week. Informed Servpro and they said that no one would be coming until the following week. This delay was clearly caused by their lack of communication with us (as evidenced by the fact I had to contact them), and has been a problem throughout the entire process with Servpro. The window that was installed is a much nicer model window. That isn’t the problem. The problem lies in the fact that we now have one window on the front of the house that does not even come close to matching the other windows (Ms. [redacted] was more than happy to offer her services to replace the other ones to make them match at our cost of course). The stucco around the window is uneven and the window is not even in the wall square. The stucco on the exterior wall does not go all the way to the ground and is the wrong color. Color does not match the color of the rest of the house. The interior doors are a whole different story. After replacing the affected door (4 times) and not the door frame that was badly burnt (solution paint over it), they decided to go to a larger hinge that does not match the rest of the rooms. This is totally unacceptable. I told [redacted] when she said that the other door was not covered to file a supplemental to the insurance company due to the door being damaged by the fire department. She chose not to, so I see that as her loss. They have covered everything else up to this point I’m sure they would have had no problem adding it in. I am not responsible for her poor business practices. There was no need for her to eat the cost on the other door. Again this was her choice not mine. The door was going to be replaced. As far as the HVAC door goes, [redacted] herself offered to replace that door, she was never asked. And including my daughter in a conversation that never happened is just awful. She is a child not [redacted]’s customer. Funny that she made all of these offers to do things because of delays to the job. We have some water damage to our ceiling in the front hallway and guest bathroom and she graciously offered to “pad” the estimate and fix the issue for us. This was unsolicited as was the HVAC door. I have the doors to the HVAC closet in the garage they just need to be rehung. I never once asked [redacted] to do work outside of the scope of the repair all I wanted her to do was the job that they were hired to do. Any suggestion otherwise is an outright lie. The flooring is horrible. It was put in improperly from start to finish. Not enough was ordered and they ran short and were piecing together the second room. Both rooms are full of visible seams and piecing. Not the way the floor was before Servpro started. Again I have pictures and documentation from before and after the fire. [redacted] has spent several thousand dollars remodeling this house and for [redacted] to insinuate that this house still requires thousands of dollars of repairs is ludicrous. I was not aware that she was a licensed appraiser. On that note, less than sixty days before the fire we had a full home appraisal done for a loan to get the new roof. I have a copy of this as well and it fully lists all of the upgrades that have been done to the home. [redacted]’s mortgage company is also scheduled for an inspection of the work done and they must sign off on it as well. I am sure that approval will not happen. Following is a complete list of work not completed or completed, but not to the satisfaction of the homeowner. Still missing light switch covers and several are improperly installed or broken.Doors are not the correct colorHinges on fire room door not correct size or shapeDoor frame of fire room not replaced just painted overHVAC cleaning not doneCloset in fire room rails were not reinstalled for the closet doorsPatch behind the front door where doorknob went thru during fire department clearing housePaint on windows, furniture, bedding, electronics, TVTexture on walls does not match everywhere the patchedOld phone hookups not re-coveredBaseboards were all cut to length of wall prior to Servpro, now we have seams and poor caulkingWooden thresholds for doorways that were screwed to the floor before Servpro, after we have plastic ones that are now nail glued to the tile. Tile under these will need to be replaced now. It is very clear that this job is incomplete and there will be no further payment until it is complete and back to the way it was before the fire. Servpro’s slogan is “Like it never happened”. That is not the case on this job. They have not fulfilled their end of the deal and if [redacted] would like to try and file a lien I am sure that [redacted]’s bank will take issue with that. Dealing with Servpro has been one of the most miserable experiences of my life. We went thru at least 4 different work crews on this job. Never the same crew for longer than a week or two. In the first week alone her foreman was soliciting us to fire Servpro so he could do the job for us cheaper. When I notified Servpro, the employee was reprimanded and proceeded to call me and tell me that, and I quote “You need to keep your [redacted] in check”. I should have fired them right then and there, but we had already contracted them and the first payment had gone out (hindsight). The next foreman they sent in showed up daily drunk and got drunker as the day progressed. He lasted a couple of weeks before he was gone. All the while being told good help is hard to find from [redacted]. We cleaned our house daily after they left for the day. They never cleaned up and for [redacted] to say they did is a blatant falsehood. [redacted] wasn’t here to many times to check the job. It was pretty much left up to her employees. I still have a pile of rubble in my front yard that they did not clean after knocking down the wall. We spent hours on our hands and knees with Dawn dish soap cleaning up the paint that was on everything. They never even brought a broom, a rag, or cleaning products after the initial cleaning from the fire. They cleaned their paint machines into my bushes and trees in my yard. I will post the results of the bank inspection once they are complete. I Have pictures on a CD, but they are too big to upload to this site. If needed, I will mail them, or drop them off by request. Thank you again – [redacted]. [redacted] III
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
It is not productive to resolve any open issue in this manner. I offer the following comments, and proposed process top resolve any open issue.It is true that we, at first communicated with Mr. [redacted] as we assumed he was the owner of the property, until we were told he was not , at which point we were told he was representing and would coordinate on behalf of Ms [redacted].There has been three different complain, each different, Pictures attached purporting to be ( we assume ) after pictures, clearly show the conditions before we completed our work for example all walls we worked on were painted white, all base trims were new and painted white. The vent cover picture is before, we do have the receipt for this vent that was replaced. Furthermore a walk thru was completed by [redacted] when the last door was installed. The next day, Mr [redacted], when contacted for payment, indicated he would send a check in the mail.Then a complaint was sent to our corporate office with a much different list, then we received the first complaint with the Revdex.com, then this second one. We did not prepare a supplemental estimate as requested for the door, as clearly, the damage was not caused by the claim, we replaced this door, at our cost as a goodwill gesture, matching of windows in the rest of the home, is not an issue for us to determine , but an issue for Ms [redacted] to discuss with her insurance company, the color of the stucco was matched but the new stucco repair is clean , where the rest of the stucco is old and dirty. Re-stucco of the entire home is again an issue to be discussed by Ms [redacted] with her insurance company.we have a lien filing documented and ready, we will hold filing this, in the hope that Mr. [redacted] will agree to have a final inspection so we can resolve any real open items. We just do not see that this format and venue can resolve the issues.It is our hope that we can get all items resolved to Ms [redacted]'s satisfaction.If Mr. [redacted] agrees we will schedule the walk thru
This complaint is about money owed, that was paid by the insurance company and that the customer has appropriated and is not able to pay.Mr. [redacted] is not our customer. He is the boyfriend of Ms. [redacted], an Insurance customer who had a fire late last fall. We did structure cleaning and...
contents cleaning to remove smoke odor and suit from structure, furniture and cleaned clothings and other fabric items, We were paid directly for this work by their insurance Company, this was completed on 12/16/2016( note customer says no work done, yet they lived in the home from the time of the fire until the repairs were started on or around 4/16 after a partial payment was received from the mortgage company ). There was structural damage in one bedroom requiring construction. However, prior to doing any demolition and build back work we asked for an asbestos survey and the sheetrock tested positive. As a result of payment difficulties with her mortgage Company, Ms. [redacted] had long delays scheduling an asbestos contractor, the asbestos removal took months instead of weeks to complete. Once the asbestos removal was finished we had to submit a supplement to our original build back estimate to her insurance company. Her insurance company approved both the original estimate and the supplement, both of which were done using Xactimate ( generally accepted estimating system for the industry ) pricing. The only bid item was electrical repairs, all other items were priced straight from the current Xactimate price list. Mr. [redacted] states that we committed insurance fraud by using windows and doors at a much lower cost than priced in the estimate. With respect to the window, which was damaged by the fire, we replaced a single pane aluminum sliding window with a double pane, anodized unit matching the description in Xactimate, purchased from [redacted], an Albuquerque based window manufacturer. This was an upgrade to the existing window and Xactimate pricing ($300.09) included remove and replace materials and labor. We replaced two doors in the home with exactly the same type unit that was removed (stain grade hollow core interior door). Both were purchased from the largest door supplier in New Mexico( [redacted]) and again match the description in Xactimate. Both were stained to match and installed. However, we only charged for one door in our estimates but replaced two at the home owner’s insistence. And again, both doors are priced in Xactimate with materials, removal and installation ($119.91 each). Of course ALL work has been documented by pictures before, during and after. The pictures cannot be uploaded here as this is not allowed but will be available should Mr [redacted] choose to proceed with his threats of a lawsuit, which we will vigorously defend as our file is well documented. The timing of Mr. [redacted]’s complaint is curiously timed with our request for payment from Ms. [redacted]. We have made final demand for payment and will be proceeding with filing a lien for amount owed.Furthermore, Mr [redacted] states that “none of what they did has been done correctly, floors were installed improperly, vents not cleaned, cleanup not done”.We have multiple pictures of every room after our work was completed, that clearly documents the work completed, and a walk thru was completed after we finished the work.Nothing has been done correctly and at this point the owner ([redacted] ) is saying it was not in the budget from our insurance company.” We find this statement to be inaccurate, not very clear as to “what was not in the budget” . We always complete work based on a scope, the scope of work is a detailed list of what is to be done and in what quantity. Mr [redacted] did try to have us replace a door to his HVAC closet that was not damaged by the fire but had been off the closet for a long time , according to his daughter. Actually as previously mentioned, we replaced a door that was not in the scope of work at NO CHARGE. Similarly, we were asked to replace 2 vent covers that was not in the scope of work and did so, again, at NO CHARGE.The home will require several thousand dollars to repair” . We completely agree that the rest of the home that was not affected and was not included in our scope of work, DEFINITELY will need repairs and a thorough cleaning.This home, at the completion of our work in the areas we worked, was left in 1000% better condition than we found it in. our pictures fully document this.