Code Red Fire Water Restoration

Thank you for the opportunity to address this issue. I find it unfortunate, yet understandably necessary to respond to this complaint.Our company prides itself on customer service, based on the premise customer satisfaction is our primary goal. I am confident that, upon further review of
the documentation submitted herewith, you will find that the complaint is unfounded and is the result of the misunderstandings and unreasonable demands.When the project began, we provided an estimate for the insurance company for (). For the repairs that were obvious as well as questionable, in order to maximize the claim. The claimant signed an "Authorization to Repair", and we agreed to honor the scope of work and amount approved by the insurance company. That amount was $16,which did not cover the minimum amount that they expected, or the non-related work that they were willing to pay, should there be a short-fallWe readjusted the claim, negotiating on their behalf and were able to increase the amount to 17,plus a $3,hold back, which would be released upon completionPlease note, that we did not charge or receive a fee for adjustments or negotiations, which were tedious and time consuming. We only wished to help maximize the claim for them, save them the fees of a public adjuster, and be paid for work performed.We subsequently adjusted our contract to the $20,000.00 amount approved by the insurance company, which included additional work, ie: carpeted stairs, wood grain tile floor to replace the simulated wood floor and new vinyl floor in laundry room. They said that they were willing to pay $17,for that work, but needed the $3,hold back money to subsidize new carpet for the master bedroom suite and a new counter top. I suggested that we include the $3,in our proposal and we would include the MBR carpet and counter with the understanding that we would add material to the carpet order, using the excess of a order to keep cost down, and supply and install a new counter top, limiting the selection to mid-grade material.This resulted in purchasing 70% more carpet than approved, and a quartz counter top (furnished and installed) and a new full height tile backsplash, supplied by owner and installed by us, for $in labor which they will not pay.We have installed and reinstalled the tile floor numerous times (including having to purchase additional tiles.) This was for various reasons, both ours and the claimants.a) Tile selected is not recommended to be installed with butt joints because of profile and grout type required. This was explained but overruled.b) Imperfections because of this created condition that required approximately tiles to be replaced at various intervals.c) Dogs and family members walking and playing on the floor before setupThe end result was completion of the project, with no outstanding issues. The total scope of work included the scope of work approved by the insurance company, the extras agreed to originally and the additions after the fact.Total Project Value = $25,(min)Amount Received = $13,

Complaint: [redacted]
I am rejecting this response because:
Good morning Ms. [redacted] I'm contacting you in reference to Re: Code Red Fire Water Restoration LLC I have not heard for Code red yet I need to know what's going on with my home if you could please contact me I would appreciate it thanks [redacted]Or ([redacted]
Regards,
[redacted]

[A default letter is provided here which...

indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Response:Prior to responding directly to this complaint, allow me to preface the response with this statement. Our company specializes in emergency services, resulting in damages caused by water, fire, wind, mold etc. Our primary goal is to respond immediately and mitigate the problem to prevent...

further damage and secure the home and personal property of the customer. Additionally we represent the property owner in processing the claim with the insurance carrier and in many cases preform the rebuild. On the night of the incident, our emergency crew arrived immediately to take action to prevent additional water damage. This included water turn offs, identifying leak cause and origin, openings in ceilings and walls to relieve water travel, secure electric in wet areas, manipulate, protect furniture and belongings to prevent additional damage. Air movers, dehumidifiers and air scrubbers were placed to prevent mold and to establish proper drying techniques. During this process we negotiated with her insurance company adjuster to have him approve this work and arrange for temporary housing reimbursement. He would not be available until the following week for an inspection and agreed to this because of our national certifications and agreements of protocol. In less than 1 week, we had the property safe environmentally and clear of debris, so that it may be re occupied. At that point we proceed to act on the customers behalf to negotiate the claim for damages, in order to begin the rebuild process. Occasionally the property owner will hire a public adjuster for this at a fee of 10%-30% of the claim. Because of our expertise and knowledge of the business, as well as the respect of the insurance companies, we adjusted the claim for her. This back and forth process is tedious to say the least. Sometime in mid-June the claim was partially agreed upon, which allowed us to move forward. Incidentally our fee for adjusting negotiation was $0.00, as it was offered as a courtesy. We immediately proceed to order an upright energy efficient direct vent water heater. The old water heater was in the crawlspace which was not efficient, impossible to service and left unit and piping exposed in a not heated area. We relocated piping, electric and provided an area on the first floor, for the new location of the water heater. This was not part of the claim or funded for. This again was a courtesy to improve the conditions. Earlier in the negotiations by protocol, we arranged for an agreement on salvageable or non-salvageable belongings. Upon insurance adjuster approval we removed and discarded non-salvageable and removed, cleaned, and stored salvageable items in our facility. Prior to this we did not request or receive a penny for those services from the client. With response to the inquiry to our relocation. It was simply to an adjacent county to accommodate our growth and expansion. We have combined our separate office and warehouse to one facility, doubling our size. This was to work more efficiently from a central location. Helping us to service our clients. Unfortunately, the major move along with a loss of some field personnel, set us back a bit. It is anticipated that we will be back to full production very soon. In short, our goals and intentions have not changed. Toward the end of this week, we will have adjusted our work schedules and address them with each of our customers. Rest assured that completion of this project as well as others will be completed in the timeliest period allowable.

Complaint: [redacted]
I am rejecting this response because: The check that the company is still holding has not been presented to the mortgage company as of yet, I checked. Can u tell me why they are still it? And by the company stating that the home will be completed in a timely matter.....What is consider timely??? Fall is here and I have a toddler in the house with no heat available.....That's unacceptable!!!!
Regards,
[redacted]

Review: The were suppose to do construction to my house since February 2015 and the contract states they will finish the work May or June 2015. I keep getting the run around with this company and they are no answering the phone. My house in no where near done. This is very unprofessional. I trust these people to fixed my house because I had a fire in December 2014 and I feel they are taken advantage of me.Desired Settlement: I would like for them to do the work correction (finish the work) or refund all my money

Review: Hi my name is [redacted] I come to you asking for help I had a house fire on May 25, 2013 I lost one of my one of my seven year-old cousins in the house fire in four of my siblings got injured in the fire since the fire of last year we all have been missed place around the city my mother has been paying astronomical bills such as water gas electric and we haven't even been in the home my mother also had her home broken into all because the public adjusters hired someone that was not licensed to board up our home when they broke and they stole all of the pipes TVs in other electronics and furniture The public adjusters also hired a restoration Company by the name of Code Red code red was supposed to have our home rebuilt from June to August of last year it was supposed to be completed the adjusters came out the day off the fire. My mother signed a agreement come to find out she wasn't supposed to sign anything for the first 36hrs. They took over 30%of each check that [redacted] insurance sent They got 100,00.00 for the house they gave. Code Red restoration 75,000.00 to do the house. so they took money from the house being build so everyone was Paid an the house is currently not being worked on I need some help on getting my mothers house finish house finish so we can go back home this is very depressing for my mother and my family we are trying to pay some for somewhere else to stay and it's hard because my mother is still paying bills on the house that she has not been in for a year three months and both companies were paid to complete the house I will provide links an photos of the house fire below [redacted] we need some help please

If you need or have any questions concerns or need documentation feel free to contact me at

Cellular phone number ([redacted]) [redacted]

Or email [redacted]

Or my mother cellular phone [redacted]

Thank you

I need a response this guy who owns the company is been giving my mom the run around I have text messages the contract an the book he made with the time line Insurance information is everything you all would need to prove it

Some one please give me a response it's going on two years come May 25 2015 my family has been homelessDesired Settlement: For the company code red fire water restoration. To complete our home we have been homeless for two years and now I need surgery and can't get surgery until our home is finished and I have paperwork text messages and everything else that is needed from the owner of the company stating he would finish our home if needed please contact me at [redacted]. I even have the contract insurance information and timeline from the company please contact me for additional information thanks

Business

Response:

We are sorry to hear that you are unhappy with our services performed.Please allow us additional time for a more in-depth response to this complaint. We are assessing the claim at the moment.We shall respond promptly within the next 24 hours.Thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Good morning Ms. [redacted] I'm contacting you in reference to Re: Code Red Fire Water Restoration LLC I have not heard for Code red yet I need to know what's going on with my home if you could please contact me I would appreciate it thanks [redacted]Or ([redacted])-[redacted]

Regards,

Business

Response:

After reviewing our records, we do not have any record of the person filing this complaint as the homeowner of any properties that we are currently working on. However, the property that this person filing the complaint is referring to is currently being scheduled to be worked on, and the owner of CRR has been in contact with the homeowner. They have discussed this past week the necessary measures that need to take place to complete this project.?

Review: On March 16, 2015, my mother’s house sustained smoke damage from a fire two doors down. She put in a claim against her [redacted] homeowner’s policy. The claim was handled by a public adjuster, [redacted] ([redacted]). [redacted] brought in Code Red Restoration, LLC, to do the work.

On March 26, [redacted] came to the house with the adjuster from [redacted] to survey the damage. Code Red began the demolition work the following day, and after spending about 3-4 days removing the ceiling and paneling in the basement (destroying the basement tile in the process) and the wallpaper in the living and dining rooms, they abandoned the job, not to return until sometime in mid-May.

On April 29, [redacted] released the detailed estimate and wrote out a three-party check in the amount of $18,211.66 to [redacted], Code Red Restoration and my mother, and sent it to [redacted]. [redacted] signed the check and forwarded it to Code Red for their endorsement. Instead of endorsing the check and forwarding it to my mother for her signature – which was the intention of [redacted] – Anthony P of Code Red cashed the check at [redacted] Check Cashing and took the funds on May 14.

After working a couple of weeks at the house replacing the dry wall and ceiling in the basement and painting the walls in the living room, Code Red again disappeared. Even though [redacted] furnished a copy of the signed check, they kept claiming that they hadn’t received the funds. So, [redacted] went to [redacted] Check Cashing and was presented with a video of Mr. P cashing the check.

There are a number of items from the [redacted] claim estimate which Code Red has not performed. The total value of these items is $2,897.32. On August 6, we sent a certified letter to A. P requesting return of funds for the portions of the job for which they were paid but which they have not performed and apparently have no intention of performing. To date, they have not responded, nor have they returned any phone calls.Desired Settlement: Return the money - $2,897.32 - to my mother for the work for which they were paid but did not perform. This includes carpeting, power washing and contents cleaning, all specified in the [redacted] claim estimate. They did not do the work, so they are not entitled to that money. As for the damage they did to the basement tile which they did by not covering it during the demolition work, we will put in a new claim with [redacted] and have them go after Code Red for the expense. If Code Red wishes to avoid this, they can compensate us for that damage as well. We got a quote from a flooring company in the amount of $3,936, bringing the total to $6,833.32.

Review: In April 2015, there was water damage to my home, on first and second floors. the company was recommended from a neighbor of mine, they came in , ripped up floors and walls, put fans and blowers in for about a week in which my daughter, grand baby and I stayed in a hotel . The adjuster arrived, paper work was drawn up, and agreement was made on both parties and a check for 18,000. was cut and mailed. once I received the Check, it was picked up immediately, 3 weeks later I begin to start calling code red to find out a re-build date. I made several calls, spoke to their secretary Ashley several times until they begin to notice my number, and no answer now at all. Fall is now here, and my house still looks the same, with plastic up where the wall use to beDesired Settlement: I would like an explanation of why the company relocated and Finish the job or return the Check

Business

Response:

Response:Prior to responding directly to this complaint, allow me to preface the response with this statement. Our company specializes in emergency services, resulting in damages caused by water, fire, wind, mold etc. Our primary goal is to respond immediately and mitigate the problem to prevent further damage and secure the home and personal property of the customer. Additionally we represent the property owner in processing the claim with the insurance carrier and in many cases preform the rebuild. On the night of the incident, our emergency crew arrived immediately to take action to prevent additional water damage. This included water turn offs, identifying leak cause and origin, openings in ceilings and walls to relieve water travel, secure electric in wet areas, manipulate, protect furniture and belongings to prevent additional damage. Air movers, dehumidifiers and air scrubbers were placed to prevent mold and to establish proper drying techniques. During this process we negotiated with her insurance company adjuster to have him approve this work and arrange for temporary housing reimbursement. He would not be available until the following week for an inspection and agreed to this because of our national certifications and agreements of protocol. In less than 1 week, we had the property safe environmentally and clear of debris, so that it may be re occupied. At that point we proceed to act on the customers behalf to negotiate the claim for damages, in order to begin the rebuild process. Occasionally the property owner will hire a public adjuster for this at a fee of 10%-30% of the claim. Because of our expertise and knowledge of the business, as well as the respect of the insurance companies, we adjusted the claim for her. This back and forth process is tedious to say the least. Sometime in mid-June the claim was partially agreed upon, which allowed us to move forward. Incidentally our fee for adjusting negotiation was $0.00, as it was offered as a courtesy. We immediately proceed to order an upright energy efficient direct vent water heater. The old water heater was in the crawlspace which was not efficient, impossible to service and left unit and piping exposed in a not heated area. We relocated piping, electric and provided an area on the first floor, for the new location of the water heater. This was not part of the claim or funded for. This again was a courtesy to improve the conditions. Earlier in the negotiations by protocol, we arranged for an agreement on salvageable or non-salvageable belongings. Upon insurance adjuster approval we removed and discarded non-salvageable and removed, cleaned, and stored salvageable items in our facility. Prior to this we did not request or receive a penny for those services from the client. With response to the inquiry to our relocation. It was simply to an adjacent county to accommodate our growth and expansion. We have combined our separate office and warehouse to one facility, doubling our size. This was to work more efficiently from a central location. Helping us to service our clients. Unfortunately, the major move along with a loss of some field personnel, set us back a bit. It is anticipated that we will be back to full production very soon. In short, our goals and intentions have not changed. Toward the end of this week, we will have adjusted our work schedules and address them with each of our customers. Rest assured that completion of this project as well as others will be completed in the timeliest period allowable.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The check that the company is still holding has not been presented to the mortgage company as of yet, I checked. Can u tell me why they are still it? And by the company stating that the home will be completed in a timely matter.....What is consider timely??? Fall is here and I have a toddler in the house with no heat available.....That's unacceptable!!!!

Regards,

Review: Code Red came to my home in November after a flood. They ripped up everything in my home due to water damage, and promised to restore it. They took 14,500 of my money, and my home has not been restored yet, 5 months later! They have left it in deplorable shape, and don't answer my phone calls or text messages. Two people in my home suffer from respiratory problems and the don't care that there is exposed floors and exposed concrete! The work that they have completed is less than satisfactory, and they have yet to repair it as promised.Desired Settlement: I want my carpets replaced as promised, my counter tops replaced as promised, my kitchen/foyer floor replaced or fixed as promised, my base boards painted as promised, the wall behind my sink that still has water damage replaced as promised.

Business

Response:

Thank you for the opportunity to address this issue. I find it unfortunate, yet understandably necessary to respond to this complaint.Our company prides itself on customer service, based on the premise customer satisfaction is our primary goal. I am confident that, upon further review of the documentation submitted herewith, you will find that the complaint is unfounded and is the result of the misunderstandings and unreasonable demands.When the project began, we provided an estimate for the insurance company for (). For the repairs that were obvious as well as questionable, in order to maximize the claim. The claimant signed an "Authorization to Repair", and we agreed to honor the scope of work and amount approved by the insurance company. That amount was $16,744.12. which did not cover the minimum amount that they expected, or the non-related work that they were willing to pay, should there be a short-fall. We readjusted the claim, negotiating on their behalf and were able to increase the amount to 17,000 plus a $3,000 hold back, which would be released upon completion. Please note, that we did not charge or receive a fee for adjustments or negotiations, which were tedious and time consuming. We only wished to help maximize the claim for them, save them the fees of a public adjuster, and be paid for work performed.We subsequently adjusted our contract to the $20,000.00 amount approved by the insurance company, which included additional work, ie: carpeted stairs, wood grain tile floor to replace the simulated wood floor and new vinyl floor in laundry room. They said that they were willing to pay $17,000 for that work, but needed the $3,000 hold back money to subsidize new carpet for the master bedroom suite and a new counter top. I suggested that we include the $3,000 in our proposal and we would include the MBR carpet and counter with the understanding that we would add material to the carpet order, using the excess of a normal order to keep cost down, and supply and install a new counter top, limiting the selection to mid-grade material.This resulted in purchasing 70% more carpet than approved, and a quartz counter top (furnished and installed) and a new full height tile backsplash, supplied by owner and installed by us, for $700 in labor which they will not pay.We have installed and reinstalled the tile floor numerous times (including having to purchase additional tiles.) This was for various reasons, both ours and the claimants.a) Tile selected is not recommended to be installed with butt joints because of profile and grout type required. This was explained but overruled.b) Imperfections because of this created condition that required approximately 100 tiles to be replaced at various intervals.c) Dogs and family members walking and playing on the floor before setupThe end result was completion of the project, with no outstanding issues. The total scope of work included the scope of work approved by the insurance company, the extras agreed to originally and the additions after the fact.Total Project Value = $25,000 (min)Amount Received = $13,500