Delaware County Fire Restoration, Incorporated

In response to [redacted] 's complaint.I have offered her a refund minus the work performedI offered to meet with her at her residence to show her what work has been performed, and explain what and how we came up with the additional quoteThe onsite visit was noteven responded to.I have included my emails to and from her as well as my e mails to my stucco crew to see if we could work everything out.We will be sending her a refund, but as of now, not until this is resolvedDonald H Estimator/Project Manager

June 25, Dear ***,I am writing you in regards to Revdex.com complaint ID *** filed by *** *** on 6/5/for customer service issues.*** was mailed out a work authorization/contract to be signed on 3/18/2014, without which the repairs cannot be
scheduled as per our company policyA phone call was placed to *** on 3/26/2014, there was no answer and a voicemail was leftAfter days the signed work authorization was never received back, and, per *** guidelines, our office closed out ***’s repair portion of her claim as job not sold.On 5/12/*** spoke with *** in regards to the emergency services portion of her claim asking her to endorse and return the insurance check sent to her on 3/6/and also to pay her deductible of $1,which was applied to the emergency services portion of her claimOn 5/19/we received back ***s endorsed insurance check and deductible payment; however, the work authorization for the repair portion of her claim was not included.*** called the office on 6/5/asking when her repairs would be getting scheduled*** had explained to her that she had never returned her signed work authorization which we require in order to start the scheduling processShe asked about her deductible payment and *** explained to her that the deductible was applied to her emergency services per her insurance company*** asked that the office email her a copy of her work authorization so she could sign and return it, which was done that same day.*** finally signed and returned the work authorization on 6/16/2014, and we are in the process of scheduling her repairs

In response to [redacted]'s complaint.I have offered her a refund minus the work performed. I offered to meet with her at her residence to show her what work has been performed, and explain what and how we came up with the additional quote. The onsite visit was noteven responded...

to.I have included my emails to and from her as well as my e mails to my stucco crew to see if we could work everything out.We will be sending her a refund, but as of now, not until this is resolved.
Donald H
Estimator/Project Manager

June 25, 2014
On May 1, 2014 an insurance damage claim was received From [redacted] Insurance for the insured [redacted]. This claim involved roof damage and interior damage. On May 2. 20141 spoke with the insured. Due to the insured’s availability, property was not inspected until May 12, 2014....

A repair estimate was submitted to [redacted] on the same day. [redacted] approved the repair claim on May 13, however [redacted] did not forward the approval to our company.A work authorization and an invoice for the deductible was sent to the insured within a week, and received back in our office on May 2lst. Per our company policy, a work authorization and payment of deductible is required in order to schedule repairs. Once same is received, it takes approximately three weeks after receipt to receive a scheduled date. That start date does not necessarily fell within that three week waiting period. Due to the nature of the claim, roof repairs were needed. Those repairs are completed first, before repairing the interior. A temporary repair was completed on the leaking roof during this time to prevent further water from intruding.Due to the brutality of the winter, numerous rain storms, and hail storm, all roofers are back logged for scheduling repairs. This was explained several times to the insured. Our office does not have any control over a roofer’s schedule.On June 7th, one of our roofers did inspect The [redacted] roof. He found additional damage that only a roofer could determine. Our roofers opinion included the entire roof to be replaced. [redacted] was notified and the initial estimate was supplemented. [redacted] declined coverage for entire roof replacement.The [redacted]’ have since chosen another contractor for repairs and a refund for their deductible is being processed.Sincerely,

Review: My husband and I recently had a leak in our roof. We called our homeowner's insurance company, who sent a contractor from Delaware County Fire Restoration to assess the damage and provide an estimate. The leak was on 5/1/14. Delaware County Fire Restoration came to assess the damage on 5/12/14. The contractor provided an estimate to our insurance company, which was approved on 5/13/14. No one from Delaware County Fire Restoration called to schedule the repairs. These are the events that have followed since:

5/14/14: My husband called Delaware County Fire Restoration to alert them that the estimate had been approved and find out when the work would be scheduled. The representative at Delaware County Fire Restoration informed my husband that they were not aware the estimate had been approved, but they would generate an invoice for our deductible and a work authorization, and that the deductible would need to be paid and the work authorization signed before the work could be scheduled.

5/16/14: Having not received the work order or invoice, I called Delaware County Fire Restoration to see when we could expect to receive them. I was told we would receive them by the end of the day that day (5/16), or Monday at the latest (5/19), and that they would be emailed to the email address my husband provided.

5/19/14: We did not receive the work order or the invoice.

5/20/14: My husband called Delaware County Fire Restoration and informed them that we had not yet received the work order or invoice. He was told again that it would be sent by the end of the day and that the repair work would not be scheduled until the work order was signed and our deductible payment was received. He was told that upon receiving that payment and signed authorization from us, the work would be scheduled to commence within 2-3 weeks. My husband then overnighted the signed work order and the check for our $1000 deductible to Delaware County Fire Restoration, which they received on Wed., 5/21/14.

5/22/14: Delaware County Fire Restoration cashed our check, which cleared from our checking account. We still had not received a call to schedule the repairs to our home, or any contact from them whatsoever.

5/23/14: My husband called Delaware County Fire Restoration again to alert them that our check had been cashed and we had yet to receive a call to schedule the work. The staff member with whom he spoke told him she would pass the message on to the person in charge of our scheduling and we would receive a call by the end of the day. We did not receive any call.

5/27/14: After the holiday weekend passed, my husband called again and spoke to [redacted], the person in charge of scheduling our repairs. She said she was never told that he had called on 5/23. She told him that they were waiting on the schedule from the roofer before they could schedule the work, but that she was in contact with the roofers multiple times per week and would update him as soon as she had a schedule from them. We have never received another called from Delaware County Fire Restoration. My husband has called every day asking for a status for scheduling our repairs. Every time he speaks to [redacted], he is told she still does not have a schedule from the roofers and does not know when she will have one.

We were told this work would be scheduled to commence within 2-3 weeks of receiving our payment and signed work authorization. It has now been over a week since those items were received by Delaware County Fire Restoration, and we are no closer to having our repairs scheduled. In the meantime, I am three months pregnant with a very high risk pregnancy and having to sleep in the guest room in the downstairs portion of our house because the upstairs smells moldy due to the sheet rock needing to be replaced when the roof is repaired. This is not a healthy situation for me, and there is no end in sight. Our biggest issue with Delaware County Fire Restoration is that they cashed our $1000 check, and we have received zero communication from them since then. Not once have they ever reached out to us to update us on the status of our repair being scheduled. Every time we get any kind of update, it is because we have to take the initiative to call them. This is unacceptable. We are very anxious that we have paid this company a large sum of money, and we have received no communication from them since then, and our home remains unrepaired.Desired Settlement: Our desired outcome is that we receive daily communication from Delaware County Fire Restoration without having to reach out to them first, and that the repairs to our house be scheduled to commence on or before June 11, 2014, which would mark three weeks from the time they received our signed work authorization and payment. This was the timeline we were told that the work would be scheduled, and this is what we expect.

Business

Response:

June 25, 2014On May 1, 2014 an insurance damage claim was received From [redacted] Insurance for the insured [redacted]. This claim involved roof damage and interior damage. On May 2. 20141 spoke with the insured. Due to the insured’s availability, property was not inspected until May 12, 2014. A repair estimate was submitted to [redacted] on the same day. [redacted] approved the repair claim on May 13, however [redacted] did not forward the approval to our company.A work authorization and an invoice for the deductible was sent to the insured within a week, and received back in our office on May 2lst. Per our company policy, a work authorization and payment of deductible is required in order to schedule repairs. Once same is received, it takes approximately three weeks after receipt to receive a scheduled date. That start date does not necessarily fell within that three week waiting period. Due to the nature of the claim, roof repairs were needed. Those repairs are completed first, before repairing the interior. A temporary repair was completed on the leaking roof during this time to prevent further water from intruding.Due to the brutality of the winter, numerous rain storms, and hail storm, all roofers are back logged for scheduling repairs. This was explained several times to the insured. Our office does not have any control over a roofer’s schedule.On June 7th, one of our roofers did inspect The [redacted] roof. He found additional damage that only a roofer could determine. Our roofers opinion included the entire roof to be replaced. [redacted] was notified and the initial estimate was supplemented. [redacted] declined coverage for entire roof replacement.The [redacted]’ have since chosen another contractor for repairs and a refund for their deductible is being processed.Sincerely,

Review: I gave this company a deposit of $1125 for proposed work. Original estimate for the outside stucco work was $ 1020. When crew came out to do work they advised that there was more damage than originally estimated. Estimate went from $1020 to $6100. The work performed was minor caulking on some of the cracks in my stucco. Men did not perform all the proposed work because of more damage according to them and new estimate. I advised that this new estimate is outrageous and I will get some other contractor to do the work and requested my deposit back. I was advised then that money will be deducted from my deposit for the minor caulking they did on my stucco. I requested a detailed cost of this minor caulking and was advised that the work done was $1020. I do not understand how they can charge me the entire cost of the original estimate when they advised they could not do the work due to excess damages and new estimate required. This company was to do repairs on the inside water damage also. Total cost was approximately $2225 (that is why deposit was $1125) My insurance company is covering the inside damage but the outside stucco repair is my responsibility. I am 68 years old and on Social Security. I cannot afford to be taken like this. Please help.Desired Settlement: I would like my total refund of $1125 back so I can proceed with another contractor before any more water damage is incurred.

Thank you so much for any help you can give.

Business

Response:

In response to [redacted]'s complaint.I have offered her a refund minus the work performed. I offered to meet with her at her residence to show her what work has been performed, and explain what and how we came up with the additional quote. The onsite visit was noteven responded to.I have included my emails to and from her as well as my e mails to my stucco crew to see if we could work everything out.We will be sending her a refund, but as of now, not until this is resolved.Donald HEstimator/Project Manager

Review: We have paid money and have not received any information. Unable to get voicemail return. When we do call a new step is now created that previously did not exist. We are still waiting repairs on our house.Desired Settlement: Fix our house and to get this resolved.

Business

Response:

June 25, 2014Dear [redacted],I am writing you in regards to Revdex.com complaint ID [redacted] filed by [redacted] on 6/5/2014 for customer service issues.[redacted]. [redacted] was mailed out a work authorization/contract to be signed on 3/18/2014, without which the repairs cannot be scheduled as per our company policy. A phone call was placed to [redacted]. [redacted] on 3/26/2014, there was no answer and a voicemail was left. After 30 days the signed work authorization was never received back, and, per [redacted] guidelines, our office closed out [redacted]. [redacted]’s repair portion of her claim as job not sold.On 5/12/2014 [redacted] spoke with [redacted]. [redacted] in regards to the emergency services portion of her claim asking her to endorse and return the insurance check sent to her on 3/6/2014 and also to pay her deductible of $1,000 which was applied to the emergency services portion of her claim. On 5/19/2014 we received back [redacted]. [redacted]s endorsed insurance check and deductible payment; however, the work authorization for the repair portion of her claim was not included.[redacted]. [redacted] called the office on 6/5/2014 asking when her repairs would be getting scheduled. [redacted] had explained to her that she had never returned her signed work authorization which we require in order to start the scheduling process. She asked about her deductible payment and [redacted] explained to her that the deductible was applied to her emergency services per her insurance company. [redacted]. [redacted] asked that the office email her a copy of her work authorization so she could sign and return it, which was done that same day.[redacted]. [redacted] finally signed and returned the work authorization on 6/16/2014, and we are in the process of scheduling her repairs.