Disaster Kleenup Better Floors & Restoration

Ms [redacted] was sold this flooring over years ago, and did not advise us there were any issues until November 2015)Upon her description, we immediately sent out a representative to look at the flooring, advising her that the year labor warranty had passed but we would be happy to look at it to see how we could helpShe had claimed issues with her vinyl and carpet flooringWhen she had her claim in July of 2008, we would have provided her with material that was like kind and quality to what she had initially, as was our processShe chose the product (we do not choose for the homeowner, they choose the product and sign acknowledging) from what we showed her was similar in pricing and quality to what she had before her insurance claimUpon inspection, the material had gouges that appeared to be from moving furniture or heavy objects as well as staining, and the carpet was already pulled back by her and although dirty, did not appear to be defectiveAlso, Ms [redacted] has pets could have caused the stainingThe issues she advised she had were not labor related, and again, this flooring had been down for and a half years, with no complaint as to the product's quality (or lack thereof as she claims)We advised Ms [redacted] that we only keep records a maximum of years (as required by law) and then they are destroyed, so unfortunately we don't have record of what material was purchased to verify any warranty was applicableMs [redacted] believes the vinyl flooring she purchased has a lifetime warranty (Naturcor), but does not have proof of purchase of the product she believes it isWe advised her we would be happy to help her with her claim with the manufacturer of the product, but as we do not have the records, she would need to have kept her records with the product nameIf she had this, and the product did have a warranty that was past and a half years, we would assist her with the manufacturer for said warranty, as it had nothing to do with the installationWe did offer her a discount for purchase of new product, which she declinedShe did email copies of her invoices of carpet that she purchased in 2012-2013, but the invoice does not give any indication of why the carpet was replaced, nor were we made aware there was any issue prior to that replacement so we could address as necessary.While we do understand Ms [redacted] feels the product was poor quality, we respectfully disagree and advise again that she chose the product and was happy with product for and a half yearsIf it was a poor quality product, or if there was a problem with it, then it should have been brought up several years prior, and we would have been able to assist her more readilyAs it stands, I have advised Ms [redacted] via email (and she has acknowledged receipt, although did not like my answer) that we are sorry she is currently unhappy with a product she purchased in July 2015, and if she would have contacted us sooner we could've been of more assistanceHowever, since she did not, and her records are no longer available, we are unable to do anything more other than offer her a discount on a future purchaseWe feel this is more than fair as again, she has used this product for over years and never made us aware there were any issues until and a half years later.Respectfully, [redacted] ***

Hello, this complaint is unjustified, and we believe a further attempt to slander our company.We have been in email contact with this client and have made several attempts to view and evaluate the items for repair-ability and/or depreciated replacement valueShe refuses to allow us to view the
items, and has even advised she has thrown some away, stating she couldn't leave them in her yardThere is no reason for them to be left out in the yard as they were from the inside of her home, nor were we made aware that she was going to dispose of them without giving us access to them to evaluateThese items were moved from her home into a temporary storage pod to be kept until the repairs were done to her homeShe got into a legal battle with her insurance company and the POD was left there for months (with her having the key to it, we did NOT have any access)We have no idea how many times the POD was accessed during the months it was on her property)When requested by the insurance company (in which they were responding to a letter given to them by MsRodriguez from the City stating that the POD was not authorized to be on premises and needed to be moved) to move the POD, we scheduled with the POD company to schedule a date with the homeowner to move the PODShe advised us that they did not contact her (which we were not aware of), but showed up and moved the PODThe driver stated she was onsite at the time and was frustrated she wasn't contacted, but allowed them to remove the PODShe contacted us later and asked for the POD company info and where it was being stored, which we gave herShe contacted us months later to have it returned, which we didShe called a few days after it was returned demanding someone come out and watch her remove the items from the PODThis was an odd request and I advised her I didn't have crews available to do that, nor we were hired to do that, but advised her that it might be something she should request the insurance company provideSeveral days later we received a complaint of damaged itemsSince that time, we have been trying to rectify the situation with her and her claimed damaged contentsWe went out to view the items but she did not have all of them available at that time, so we asked her to provide a list of the items at which time we would come back to view them in more detail Since that time she has sent numerous aggressive and derogatory emails with unwarranted and misplaced accusations and we have kept trying to still resolve the situation but as we have told her since she initially made her claim, we need to be able to physically view and have a professional evaluate the items.Her claims of us flooding her home are also incorrect, as her home was flooded from a water damage of which we were in the middle of doing an extensive emergency dry-downAlthough we did have a barrel that overflowed, we came out the shortly thereafter and took care of the problemIt did not cause any extra water damage, nor did we charge for any extra time for that situationAgain, this, among many other of her complaints is unwarranted and unnecessary as we have been trying to assist her with her damaged contents.We not once have eluded to not trying to resolve it, in fact, quite the opposite, even though we were only hired to move the contents into the POD for a short/temporary span of time, and she was the only one to have access to the POD and could have moved the items around in the POD prior to its removalShe has been threatening and using social media to post derogatory and untrue statements about our company, and this complaint is one of the avenues she is usingShe is already in a legal battle with her insurance company and has advised other contractors that were involved in her insurance claim, and we believe this an attempt to attack and try to get financial gainWe have multiple emails detailing her threats and how she states will not allow us to see any of the itemsIt is not reasonable for someone to demand full replacement value of items that they are not willing to produce for further evaluation, which is all that we are asking for. Attached are our latest email to her, and her threatening response

Ms. [redacted] was sold this flooring over 7 years ago, and did not advise us there were any issues until November 2015). Upon her description, we immediately sent out a representative to look at the flooring, advising her that the 5 year labor warranty had passed but we would be happy to look at it...

to see how we could help. She had claimed issues with her vinyl and carpet flooring. When she had her claim in July of 2008, we would have provided her with material that was like kind and quality to what she had initially, as was our process. She chose the product (we do not choose for the homeowner, they choose the product and sign acknowledging) from what we showed her was similar in pricing and quality to what she had before her insurance claim. Upon inspection, the material had gouges that appeared to be from moving furniture or heavy objects as well as staining, and the carpet was already pulled back by her and although dirty, did not appear to be defective. Also, Ms. [redacted] has pets could have caused the staining. The issues she advised she had were not labor related, and again, this flooring had been down for 7 and a half years, with no complaint as to the product's quality (or lack thereof as she claims). We advised Ms. [redacted] that we only keep records a maximum of 7 years (as required by law) and then they are destroyed, so unfortunately we don't have record of what material was purchased to verify any warranty was applicable. Ms. [redacted] believes the vinyl flooring she purchased has a lifetime warranty (Naturcor), but does not have proof of purchase of the product she believes it is. We advised her we would be happy to help her with her claim with the manufacturer of the product, but as we do not have the records, she would need to have kept her records with the product name. If she had this, and the product did have a warranty that was past 7 and a half years, we would assist her with the manufacturer for said warranty, as it had nothing to do with the installation. We did offer her a discount for purchase of new product, which she declined. She did email copies of her invoices of carpet that she purchased in 2012-2013, but the invoice does not give any indication of why the carpet was replaced, nor were we made aware there was any issue prior to that replacement so we could address as necessary.While we do understand Ms. [redacted] feels the product was poor quality, we respectfully disagree and advise again that she chose the product and was happy with product for 7 and a half years. If it was a poor quality product, or if there was a problem with it, then it should have been brought up several years prior, and we would have been able to assist her more readily. As it stands, I have advised Ms. [redacted] via email (and she has acknowledged receipt, although did not like my answer) that we are sorry she is currently unhappy with a product she purchased in July 2015, and if she would have contacted us sooner we could've been of more assistance. However, since she did not, and her records are no longer available, we are unable to do anything more other than offer her a discount on a future purchase. We feel this is more than fair as again, she has used this product for over 7 years and never made us aware there were any issues until 7 and a half years later.Respectfully,[redacted]
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