Crystal Restoration Services of New England, Inc.

To Whom It May Concern:
Roman'; text-indent: 0.5in;">My name is James G[redacted] and
I was the project manager on the [redacted] loss. The following includes all
information gathered from the loss site and conversations I had with Mrs. [redacted]
in response to the statements made to the Revdex.com.
In regards to the bathroom floors, Mrs. [redacted] and I
discussed removing the floor. It was a vinyl 12x12 floor, therefore, in my
professional opinion; there was no reason to suspect asbestos to be present. She
agreed to the flooring being removed before we started any work on the
bathroom.
In regards to the repairs, the mitigation was complete
almost three weeks prior to Mrs. [redacted]’s complaint. I tried to contact the
customer via phone call on October 30th, 2015 and also on November
3rd but received no call back. This type of mitigation and repair
work takes time because permits need to pulled and material picked out before it
can be started. I apologize if the time frame inconvenienced Mrs. [redacted] in any
way. The employee in charge of picking up the equipment from the home was not
told by the client that there were any issues as far as a stain being left on
the carpet and he also did not notice anything upon picking up the
equipment.
At that time, Mrs. [redacted] had signed a satisfaction sheet
acknowledging she approved of the work being done. I was under the impression we
were providing the agreed services and the client was satisfied. It is never our
intention to cause any stress to our customers and we send our deepest apologies
that Mrs. [redacted] feels this way.  
If you have any other questions, please contact me at ###-###-####.
Respectfully submitted,
James
James G[redacted]
Vice President
CRYSTAL Restoration Services of New England
Attachments

Review: This company came to do the water mitigation after a leak in my bathroom. It involved an upstairs and downstairs bathroom. I was told the vinyl tiles upstairs would be tested for asbestos due to the age of the house and 9x9 size. I made it clear the floor downstairs were asbestos tiles, black and red, 9x9 with black mastic underneath. I said to leave the floor alone. Both floors were ripped out with no testing. My toilet was broken and the sink removed and taken away. The pipes they left are leaking onto the black mastic floor. I was told by the vice pres he will replace those items when we do the rebuild. My carpet is damaged from their machine and water stains since the first day no cardboard was put down. Jimmy G[redacted] was my best pal when he was here. Told me to pick out what I want for the new bathrooms. When I found that the tiles were removed in error he told me he will get me an air scrubber (if this is even a real thing) he never called me back or brought a machine. I asked if he tested the upstairs tiles, he said no. He told me we will start the renovation in a week, no quote, contract and I couldn't get a call back. I left him three messages and my "best buddy" did not return any of them. His plumber left work half done in my tub and assumed he would be back when the reno started. I was billed by the plummer for over $500 and the work isn't complete or correct. this is the short version. What a disaster. A month later I have damage from the workers, half ripped apart bathrooms and the reputable contractor I hired has to do it right, we now have to have an industrial hygenist come test our floors and air. We will live in this condition for a while to come. All while, Crystal Restoration will get their insurance payment for the mitigation. What a scam. I was taken!Desired Settlement: I really do not want to ever hear from Jimmy G[redacted] again, shame on him as a human. If the owner doesn't know this type of work goes on, he can pay my plumbing bill, since the work is half done and by the way, done incorrectly. Water pours out the back of the spout. Mr. G[redacted] and the plumber know this. I would like the new toilet and sink I was promised and a new carpet for the stains and bleach stains would be great but never happen. I can't get my time or trust back or the possible asbestos fibers in our air with three kids in the house but making the items I mentioned here are what I should be owed. If this is how this owner and his "family company" operates then shame on them all. Their motto online is "let our family take care of yours", yeah, right, they really took care of us.

Business

Response:

To Whom It May Concern:My name is James G[redacted] and

I was the project manager on the [redacted] loss. The following includes all

information gathered from the loss site and conversations I had with Mrs. [redacted]

in response to the statements made to the Revdex.com.

In regards to the bathroom floors, Mrs. [redacted] and I

discussed removing the floor. It was a vinyl 12x12 floor, therefore, in my

professional opinion; there was no reason to suspect asbestos to be present. She

agreed to the flooring being removed before we started any work on the

bathroom.

In regards to the repairs, the mitigation was complete

almost three weeks prior to Mrs. [redacted]’s complaint. I tried to contact the

customer via phone call on October 30th, 2015 and also on November

3rd but received no call back. This type of mitigation and repair

work takes time because permits need to pulled and material picked out before it

can be started. I apologize if the time frame inconvenienced Mrs. [redacted] in any

way. The employee in charge of picking up the equipment from the home was not

told by the client that there were any issues as far as a stain being left on

the carpet and he also did not notice anything upon picking up the

equipment.

At that time, Mrs. [redacted] had signed a satisfaction sheet

acknowledging she approved of the work being done. I was under the impression we

were providing the agreed services and the client was satisfied. It is never our

intention to cause any stress to our customers and we send our deepest apologies

that Mrs. [redacted] feels this way. If you have any other questions, please contact me at ###-###-####.Respectfully submitted,JamesJames G[redacted]

Vice PresidentCRYSTAL Restoration Services of New EnglandAttachments

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,