Ms [redacted] has some of the facts surrounding her water loss claim confused and we are happy to present a correction and clarification: It is true that we responded to Ms [redacted] 's call on February 16th, regarding a water loss at her rental property The situation was as she described However, there IS a contract involved, signed by her renter since she was not available at the property Given that she admits to hiring our company and with a copy of the contract attached to this response, it is surprising that she feels no responsibility for the balance of her service invoice Her complaint generally centers around a belief that her insurance carrier has paid us enough for our services and that we did not "work with her insurance company" as our website suggests First of all, her insurance carrier, [redacted] , is not in the business of drying homes, they are in the business of adjusting claims As such they have no ability to set our prices nor to determine the value of our services In fact, they are totally unqualified to determine how much drying equipment goes into homes They carry no test equipment, no industry certifications and have ABSOLUTLEY no ability to weigh in on what a drying project SHOULD entail If the situation were reversed, would it be appropriate for Disaster Restoration to tell Ms [redacted] what to pay her insurance carrier for her homeowner's policy? [redacted] is there to determine the scope of damage and reimburse the customer for the reasonable costs of the loss, not to set another company's service pricing Disaster Restoration uses reasonable pricing and has handled 1000's of claims in the phoenix area over the last five years Our "standard pricing" has been paid in full in the majority of our invoices, including those sent to [redacted] It is also outlined in the contract, practically a whole page, and we adhere to it It is unfortunate that [redacted] chose not to pay the balance in full, but that is a problem for Ms [redacted] to take up with [redacted] To give a similar example from a more commonly experienced industry, reference how insurance works for medical claims Many times customers have out of pocket expenses from only partially reimbursed services This concept is nothing new As for "work[ing] with her home owners insurance", that is exactly what we did We sent a bill to Ms [redacted] on 4/25/(email attached) and her insurance carrier at the same time We sent a total of FIFTEEN emails to her carrier between 4/25/and 3/13/ We spoke to her adjuster, spoke to another adjuster, reviewed their scopes of work, provided them with invoice support like drying logs and pictures After a year trying to work with her insurance company, we could resolve the bill no further On 3/20/she was informed of the remaining balance When it was not paid in days, she was sent to collections (7/3/14) None of these actions are unexpected, unreasonable, or contrary to what our website states As you can see from her complaint, Ms [redacted] takes no responsibility for the services that she contracted It is unfortunate that [redacted] did not pay the bill for her, but that changes nothing about her responsibility Disaster Restoration performed the work for which it was contracted and is entitled to be paid the contract rate As well, it should not come a year later I think Ms [redacted] left out the fact that we collected $of the money it has been paid in FEBRUARY after waiting a year for payment In summary: We did have a contract We did send her a bill within days We did work with her insurance carrier for a year to resolve the billing We gave her days to pay the balance after her carrier short paid the bill and, only then, sent her to collections There is nothing unreasonable about this process except that we still haven't been paid in full Ms [redacted] 's claim is baseless and should be dismissed immediately Sincerely, [redacted] Disaster Restoration
Disaster Restoration takes all criticism very seriouslyIt is our goal to not just meet, but far exceed the customer's expectations Unfortunately, it is our position that this is an unfortunate example of a customer that is incapable of being satisfiedIn our professional experience, the customer has inappropriately and without merit made complaints against our firm The client contracted with Disaster Restoration to complete the repairs to the interior of her home that were approved by her insurance carrier The client requested permission to hire our painter on-the-side to paint areas of the home that were not a part of our agreement and we agreed Unfortunately, the many of the complaints lodged by the customer surround the work of the painter and the fact that he was sent to other projects while working on her home and she also complains that he seemed to be undermannedFinally, she complains that the project took days longer than she had expectedIt is unreasonable to complain about the work of someone that she contracted with directly regardless of the fact that she came to know the painter through our firm We fail to understand why the customer complains about the painter being sent to other jobs during work hours when she should fully understand that hiring someone on the side usually comes with restrictions during work hours Most tradesman have to do all side-work in the evenings and on weekends In this case, the customer should be thankful that we allowed the painter to work at her home during business hours at all In addition, it is not our responsibility to become involved in the speed at which a side-job is moving nor is it our obligation to provide more man power for a project not contracted by our firmRegardless, the customer is a demanding and difficult person that seldom has the ability to see the good in anything The customer is always quick to point fingers and blame everyone else without taking a reasonable approach to any situation Case-in-point: The customer contacted our firm very angry and hostile and exclaimed that our firm was liable for damages to her dishes because her kitchen cabinets had fallen off of the wall causing the dishes to crash to the floor We responded right away and found the cabinets had previously been secured incorrectly to her cinder block walls Rather than mount the cabinets to wood that had properly been anchored into the walls, the cabinets had instead been screwed into the block wall directly This method of installation falls outside construction code Ironically, the client’s husband admitted that he and another person had not known any better and that they were the ones that installed the cabinets incorrectly A second example involves the painting of a room inside the home The customer was very upset with the quality of the painting of a particular room and showed our emergency service manager The manager agreed with her observations and brought the concerns to the attention of the painter The painter was shocked that she was upset with him and he immediately approached the customer to explain that he had never painted that roomIn fact, it was not a room that he had been asked to paint Once again, we later learned that the client’s husband had performed the work that his wife thought was terrible and blamed us for She never apologized for her hasty actions and unfounded complaints We faced myriad difficulties along the way with this client including last second cancelations and refusing our team of five employees to work as scheduled when we arrived on time, at A.Mas scheduled to pack up some of the contents in the garage and in the home to allow additional work to take place That moring, the client refused to allow our team to work, and explained they had to wait for her child to awaken We kindly asked if we could start in the garage and she refused our requestUltimately, she required our staff to sit outside her home for two hours before allowing the work to begin Regardless of these or any of the myriad problems and challenges we faced, we have reached out on multiple occasions to the client and asked for the opportunity to correct any items To date, we have been instructed that there is no problem and the work is not an issue We continue to be willing to correct any workmanship issue, even if it painting that we are not supposed to be involved with Disaster Restoration has been terribly puzzled by the client's demeanor and seemingly endless attack for the last four months We have interviewed every person that has been in her home and every person has reached the conclusion that there is something terribly wrong with the client that has created an inexplicable nasty attitude toward people It has been concluded that for reasons unknown, the client is terribly unhappy as a person In addition, the client is terribly overweight and it is theorized that the client will find happiness and a new lease on life if she can lose a lot of weight The amount of weight she needs to lose is quite possibly a source of further depression and may seem daunting As an individual that knows that being obese can truly bring someone down, I wanted to do something to help I reached out to the client with an offer to help her not only lose a lot of weight, but to add many additional incentives to help her find her way to the gym and ultimately find inner peace that I believe is missingI sent the client a number of text messages that spelled out an incredible offer that can truly change her life for the better It is the kind of offer that few will ever have the chance to take advantage of, but it is truly available to her right now The offer is worth close to $15,if she applies herself and succeeds in achieving the goals that were explained in detail If the messages were not taken seriously, they should be The offer is open until March 31st, and we are more than prepared to honor every detail provided the client accept the challenge and comply with the minimal conditions that we require The messages should not be viewed as insulting They were private messages and were sent to the private cell phone number that the client gave to meWe regret having ever met this clientHowever, we hope that something good can come out of this
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10112003, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
In response to Disaster Restoration's response on July 11th I must make some facts knownI, *** ***, as the home owner of *** ** *** *** was unaware of any contracts signedI have never been shown or given this contractThe first time I ever saw the contract was on July 11th with D.R.'s response through the Revdex.comWith that said, my renter, *** *** was never given permission to represent me as an agent/ownerI was surprised to see his signature, due to the fact her previously told me he refused to sign paperworkOn July 11th I asked him if he did in fact sign a contract and showed him the scanned contract you provided on Revdex.comHe (*** ***, tenant) replied to me, "When the company came out they said that since the owner was not there, they needed a signature to get started as the warranty company was aware and sent themAnd they would get a copy to youThey said the signature was to start the work the warranty company had approved and you would be given a copy." So obviously, there is miscommunication from the start.
I have never had issues paying my bills or what I owe a person/companyTo me, money isn't the issueIt was inferred to me, by the assessor from ***, that what billed to *** was over and beyond what was necessaryThey were insistent that they will only pay what is necessary and have had issues previously with D.Rregarding over usage of equipment, this over chargingAfter *** paid the 1st payment for the mitigation and drying work with D.R., I was aware of a balance leftI called my assessor Steve with *** to please pay the balanceHe adjusted what he could, but said the company could not pay any more, as the rest of the charges/equipment usage were not necessaryWhen he did this adjustment an additional check was sent to me, and I sent to DRSo total, *** paid in checks, the initial payment and an adjustment after I pleaded to re look at the bill.
With all of this said and miscommunication, I wish there had been some clear communication earlier than a year laterI had hired a lawyer at the end of June, to fight this additional "balance due"I am willing to use this Revdex.com mediation to negotiate a payment to D.RIs the company willing to work with me? Due to the fact that I had no clue there was any contract, nor ever saw one until July 11, Plus it was never signed by myself or an authorized agentMy tenant was never given permission to sign or act on my behalfSo now, I am leaving the floor open to negotiate with D.R
Regards,
*** ***
This company came to my house due to a leaking toilet. They took extreme measures which didn't seem necessary due to the amount of time it took to determine the leak and then did not put my house back the way they found it. Several kick plates were removed and never put back. When I called to try and get this resolved they indicated that this was an additional scope of work. They charged my insurance company $5,700. I could have replaced the carpet in my entire house for that amount. When I informed them that surely for $5,700 of repairs they should have at least left my house the way they found it, they informed me that this is a different division that handles these types of repairs and thusly a different scope of work. I would not recommend this company to anyone.
Disaster Restoration takes all criticism very seriously. It is our goal to not just meet, but far exceed the customer's expectations. Unfortunately, it is our position that this is an unfortunate example of a customer that is incapable of being satisfied. In our professional experience,...
the customer has inappropriately and without merit made complaints against our firm.
The client contracted with Disaster Restoration to complete the repairs to the interior of her home that were approved by her insurance carrier. The client requested permission to hire our painter on-the-side to paint areas of the home that were not a part of our agreement and we agreed. Unfortunately, the many of the complaints lodged by the customer surround the work of the painter and the fact that he was sent to other projects while working on her home and she also complains that he seemed to be undermanned. Finally, she complains that the project took 2 days longer than she had expected.
It is unreasonable to complain about the work of someone that she contracted with directly regardless of the fact that she came to know the painter through our firm. We fail to understand why the customer complains about the painter being sent to other jobs during work hours when she should fully understand that hiring someone on the side usually comes with restrictions during work hours. Most tradesman have to do all side-work in the evenings and on weekends. In this case, the customer should be thankful that we allowed the painter to work at her home during normal business hours at all. In addition, it is not our responsibility to become involved in the speed at which a side-job is moving nor is it our obligation to provide more man power for a project not contracted by our firm.
Regardless, the customer is a demanding and difficult person that seldom has the ability to see the good in anything. The customer is always quick to point fingers and blame everyone else without taking a reasonable approach to any situation. Case-in-point: The customer contacted our firm very angry and hostile and exclaimed that our firm was liable for damages to her dishes because her kitchen cabinets had fallen off of the wall causing the dishes to crash to the floor. We responded right away and found the cabinets had previously been secured incorrectly to her cinder block walls. Rather than mount the cabinets to wood that had properly been anchored into the walls, the cabinets had instead been screwed into the block wall directly. This method of installation falls outside construction code. Ironically, the client’s husband admitted that he and another person had not known any better and that they were the ones that installed the cabinets incorrectly.
A second example involves the painting of a room inside the home. The customer was very upset with the quality of the painting of a particular room and showed our emergency service manager. The manager agreed with her observations and brought the concerns to the attention of the painter. The painter was shocked that she was upset with him and he immediately approached the customer to explain that he had never painted that room. In fact, it was not a room that he had been asked to paint. Once again, we later learned that the client’s husband had performed the work that his wife thought was terrible and blamed us for. She never apologized for her hasty actions and unfounded complaints.
We faced myriad difficulties along the way with this client including last second cancelations and refusing our team of five employees to work as scheduled when we arrived on time, at 8 A.M. as scheduled to pack up some of the contents in the garage and in the home to allow additional work to take place. That moring, the client refused to allow our team to work, and explained they had to wait for her child to awaken. We kindly asked if we could start in the garage and she refused our request. Ultimately, she required our staff to sit outside her home for two hours before allowing the work to begin.
Regardless of these or any of the myriad problems and challenges we faced, we have reached out on multiple occasions to the client and asked for the opportunity to correct any items. To date, we have been instructed that there is no problem and the work is not an issue. We continue to be willing to correct any workmanship issue, even if it painting that we are not supposed to be involved with.
Disaster Restoration has been terribly puzzled by the client's demeanor and seemingly endless attack for the last four months. We have interviewed every person that has been in her home and every person has reached the conclusion that there is something terribly wrong with the client that has created an inexplicable nasty attitude toward people. It has been concluded that for reasons unknown, the client is terribly unhappy as a person.
In addition, the client is terribly overweight and it is theorized that the client will find happiness and a new lease on life if she can lose a lot of weight. The amount of weight she needs to lose is quite possibly a source of further depression and may seem daunting. As an individual that knows that being obese can truly bring someone down, I wanted to do something to help. I reached out to the client with an offer to help her not only lose a lot of weight, but to add many additional incentives to help her find her way to the gym and ultimately find inner peace that I believe is missing.
I sent the client a number of text messages that spelled out an incredible offer that can truly change her life for the better. It is the kind of offer that few will ever have the chance to take advantage of, but it is truly available to her right now. The offer is worth close to $15,000.00 if she applies herself and succeeds in achieving the goals that were explained in detail.
If the messages were not taken seriously, they should be. The offer is open until March 31st, and we are more than prepared to honor every detail provided the client accept the challenge and comply with the minimal conditions that we require.
The messages should not be viewed as insulting. They were private messages and were sent to the private cell phone number that the client gave to me.
We regret having ever met this client. However, we hope that something good can come out of this.
Ms. [redacted] has some of the facts surrounding her water loss claim confused and we are happy to present a correction and clarification:
It is true that we responded to Ms. [redacted]'s call on February 16th, 2013 regarding a water loss at her rental property. The situation was as she...
described. However, there IS a contract involved, signed by her renter since she was not available at the property. Given that she admits to hiring our company and with a copy of the contract attached to this response, it is surprising that she feels no responsibility for the balance of her service invoice.
Her complaint generally centers around a belief that her insurance carrier has paid us enough for our services and that we did not "work with her insurance company" as our website suggests. First of all, her insurance carrier, [redacted], is not in the business of drying homes, they are in the business of adjusting claims. As such they have no ability to set our prices nor to determine the value of our services. In fact, they are totally unqualified to determine how much drying equipment goes into homes. They carry no test equipment, no industry certifications and have ABSOLUTLEY no ability to weigh in on what a drying project SHOULD entail. If the situation were reversed, would it be appropriate for Disaster Restoration to tell Ms. [redacted] what to pay her insurance carrier for her homeowner's policy? [redacted] is there to determine the scope of damage and reimburse the customer for the reasonable costs of the loss, not to set another company's service pricing.
Disaster Restoration uses reasonable pricing and has handled 1000's of claims in the phoenix area over the last five years. Our "standard pricing" has been paid in full in the majority of our invoices, including those sent to [redacted]. It is also outlined in the contract, practically a whole page, and we adhere to it. It is unfortunate that [redacted] chose not to pay the balance in full, but that is a problem for Ms. [redacted] to take up with [redacted]. To give a similar example from a more commonly experienced industry, reference how insurance works for medical claims. Many times customers have out of pocket expenses from only partially reimbursed services. This concept is nothing new.
As for "work[ing] with her home owners insurance", that is exactly what we did. We sent a bill to Ms. [redacted] on 4/25/13 (email attached) and her insurance carrier at the same time. We sent a total of FIFTEEN emails to her carrier between 4/25/13 and 3/13/14. We spoke to her adjuster, spoke to another adjuster, reviewed their scopes of work, provided them with invoice support like drying logs and pictures. After a year trying to work with her insurance company, we could resolve the bill no further. On 3/20/13 she was informed of the remaining balance. When it was not paid in 90 days, she was sent to collections (7/3/14). None of these actions are unexpected, unreasonable, or contrary to what our website states.
As you can see from her complaint, Ms. [redacted] takes no responsibility for the services that she contracted. It is unfortunate that [redacted] did not pay the bill for her, but that changes nothing about her responsibility. Disaster Restoration performed the work for which it was contracted and is entitled to be paid the contract rate. As well, it should not come a year later. I think Ms. [redacted] left out the fact that we collected $1865.44 of the money it has been paid in FEBRUARY 2014 after waiting a year for payment.
In summary:
We did have a contract. We did send her a bill within 60 days. We did work with her insurance carrier for a year to resolve the billing. We gave her 90 days to pay the balance after her carrier short paid the bill and, only then, sent her to collections. There is nothing unreasonable about this process except that we still haven't been paid in full. Ms. [redacted]'s claim is baseless and should be dismissed immediately.
Sincerely,
[redacted]
Disaster Restoration
This matter has been resolved with the customer, [redacted]
Ms [redacted] has some of the facts surrounding her water loss claim confused and we are happy to present a correction and clarification: It is true that we responded to Ms [redacted] 's call on February 16th, regarding a water loss at her rental property The situation was as she described However, there IS a contract involved, signed by her renter since she was not available at the property Given that she admits to hiring our company and with a copy of the contract attached to this response, it is surprising that she feels no responsibility for the balance of her service invoice Her complaint generally centers around a belief that her insurance carrier has paid us enough for our services and that we did not "work with her insurance company" as our website suggests First of all, her insurance carrier, [redacted] , is not in the business of drying homes, they are in the business of adjusting claims As such they have no ability to set our prices nor to determine the value of our services In fact, they are totally unqualified to determine how much drying equipment goes into homes They carry no test equipment, no industry certifications and have ABSOLUTLEY no ability to weigh in on what a drying project SHOULD entail If the situation were reversed, would it be appropriate for Disaster Restoration to tell Ms [redacted] what to pay her insurance carrier for her homeowner's policy? [redacted] is there to determine the scope of damage and reimburse the customer for the reasonable costs of the loss, not to set another company's service pricing Disaster Restoration uses reasonable pricing and has handled 1000's of claims in the phoenix area over the last five years Our "standard pricing" has been paid in full in the majority of our invoices, including those sent to [redacted] It is also outlined in the contract, practically a whole page, and we adhere to it It is unfortunate that [redacted] chose not to pay the balance in full, but that is a problem for Ms [redacted] to take up with [redacted] To give a similar example from a more commonly experienced industry, reference how insurance works for medical claims Many times customers have out of pocket expenses from only partially reimbursed services This concept is nothing new As for "work[ing] with her home owners insurance", that is exactly what we did We sent a bill to Ms [redacted] on 4/25/(email attached) and her insurance carrier at the same time We sent a total of FIFTEEN emails to her carrier between 4/25/and 3/13/ We spoke to her adjuster, spoke to another adjuster, reviewed their scopes of work, provided them with invoice support like drying logs and pictures After a year trying to work with her insurance company, we could resolve the bill no further On 3/20/she was informed of the remaining balance When it was not paid in days, she was sent to collections (7/3/14) None of these actions are unexpected, unreasonable, or contrary to what our website states As you can see from her complaint, Ms [redacted] takes no responsibility for the services that she contracted It is unfortunate that [redacted] did not pay the bill for her, but that changes nothing about her responsibility Disaster Restoration performed the work for which it was contracted and is entitled to be paid the contract rate As well, it should not come a year later I think Ms [redacted] left out the fact that we collected $of the money it has been paid in FEBRUARY after waiting a year for payment In summary: We did have a contract We did send her a bill within days We did work with her insurance carrier for a year to resolve the billing We gave her days to pay the balance after her carrier short paid the bill and, only then, sent her to collections There is nothing unreasonable about this process except that we still haven't been paid in full Ms [redacted] 's claim is baseless and should be dismissed immediately Sincerely, [redacted] Disaster Restoration
Disaster Restoration takes all criticism very seriouslyIt is our goal to not just meet, but far exceed the customer's expectations Unfortunately, it is our position that this is an unfortunate example of a customer that is incapable of being satisfiedIn our professional experience, the customer has inappropriately and without merit made complaints against our firm The client contracted with Disaster Restoration to complete the repairs to the interior of her home that were approved by her insurance carrier The client requested permission to hire our painter on-the-side to paint areas of the home that were not a part of our agreement and we agreed Unfortunately, the many of the complaints lodged by the customer surround the work of the painter and the fact that he was sent to other projects while working on her home and she also complains that he seemed to be undermannedFinally, she complains that the project took days longer than she had expectedIt is unreasonable to complain about the work of someone that she contracted with directly regardless of the fact that she came to know the painter through our firm We fail to understand why the customer complains about the painter being sent to other jobs during work hours when she should fully understand that hiring someone on the side usually comes with restrictions during work hours Most tradesman have to do all side-work in the evenings and on weekends In this case, the customer should be thankful that we allowed the painter to work at her home during business hours at all In addition, it is not our responsibility to become involved in the speed at which a side-job is moving nor is it our obligation to provide more man power for a project not contracted by our firmRegardless, the customer is a demanding and difficult person that seldom has the ability to see the good in anything The customer is always quick to point fingers and blame everyone else without taking a reasonable approach to any situation Case-in-point: The customer contacted our firm very angry and hostile and exclaimed that our firm was liable for damages to her dishes because her kitchen cabinets had fallen off of the wall causing the dishes to crash to the floor We responded right away and found the cabinets had previously been secured incorrectly to her cinder block walls Rather than mount the cabinets to wood that had properly been anchored into the walls, the cabinets had instead been screwed into the block wall directly This method of installation falls outside construction code Ironically, the client’s husband admitted that he and another person had not known any better and that they were the ones that installed the cabinets incorrectly A second example involves the painting of a room inside the home The customer was very upset with the quality of the painting of a particular room and showed our emergency service manager The manager agreed with her observations and brought the concerns to the attention of the painter The painter was shocked that she was upset with him and he immediately approached the customer to explain that he had never painted that roomIn fact, it was not a room that he had been asked to paint Once again, we later learned that the client’s husband had performed the work that his wife thought was terrible and blamed us for She never apologized for her hasty actions and unfounded complaints We faced myriad difficulties along the way with this client including last second cancelations and refusing our team of five employees to work as scheduled when we arrived on time, at A.Mas scheduled to pack up some of the contents in the garage and in the home to allow additional work to take place That moring, the client refused to allow our team to work, and explained they had to wait for her child to awaken We kindly asked if we could start in the garage and she refused our requestUltimately, she required our staff to sit outside her home for two hours before allowing the work to begin Regardless of these or any of the myriad problems and challenges we faced, we have reached out on multiple occasions to the client and asked for the opportunity to correct any items To date, we have been instructed that there is no problem and the work is not an issue We continue to be willing to correct any workmanship issue, even if it painting that we are not supposed to be involved with Disaster Restoration has been terribly puzzled by the client's demeanor and seemingly endless attack for the last four months We have interviewed every person that has been in her home and every person has reached the conclusion that there is something terribly wrong with the client that has created an inexplicable nasty attitude toward people It has been concluded that for reasons unknown, the client is terribly unhappy as a person In addition, the client is terribly overweight and it is theorized that the client will find happiness and a new lease on life if she can lose a lot of weight The amount of weight she needs to lose is quite possibly a source of further depression and may seem daunting As an individual that knows that being obese can truly bring someone down, I wanted to do something to help I reached out to the client with an offer to help her not only lose a lot of weight, but to add many additional incentives to help her find her way to the gym and ultimately find inner peace that I believe is missingI sent the client a number of text messages that spelled out an incredible offer that can truly change her life for the better It is the kind of offer that few will ever have the chance to take advantage of, but it is truly available to her right now The offer is worth close to $15,if she applies herself and succeeds in achieving the goals that were explained in detail If the messages were not taken seriously, they should be The offer is open until March 31st, and we are more than prepared to honor every detail provided the client accept the challenge and comply with the minimal conditions that we require The messages should not be viewed as insulting They were private messages and were sent to the private cell phone number that the client gave to meWe regret having ever met this clientHowever, we hope that something good can come out of this
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10112003, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
In response to Disaster Restoration's response on July 11th I must make some facts knownI, *** ***, as the home owner of *** ** *** *** was unaware of any contracts signedI have never been shown or given this contractThe first time I ever saw the contract was on July 11th with D.R.'s response through the Revdex.comWith that said, my renter, *** *** was never given permission to represent me as an agent/ownerI was surprised to see his signature, due to the fact her previously told me he refused to sign paperworkOn July 11th I asked him if he did in fact sign a contract and showed him the scanned contract you provided on Revdex.comHe (*** ***, tenant) replied to me, "When the company came out they said that since the owner was not there, they needed a signature to get started as the warranty company was aware and sent themAnd they would get a copy to youThey said the signature was to start the work the warranty company had approved and you would be given a copy." So obviously, there is miscommunication from the start.
I have never had issues paying my bills or what I owe a person/companyTo me, money isn't the issueIt was inferred to me, by the assessor from ***, that what billed to *** was over and beyond what was necessaryThey were insistent that they will only pay what is necessary and have had issues previously with D.Rregarding over usage of equipment, this over chargingAfter *** paid the 1st payment for the mitigation and drying work with D.R., I was aware of a balance leftI called my assessor Steve with *** to please pay the balanceHe adjusted what he could, but said the company could not pay any more, as the rest of the charges/equipment usage were not necessaryWhen he did this adjustment an additional check was sent to me, and I sent to DRSo total, *** paid in checks, the initial payment and an adjustment after I pleaded to re look at the bill.
With all of this said and miscommunication, I wish there had been some clear communication earlier than a year laterI had hired a lawyer at the end of June, to fight this additional "balance due"I am willing to use this Revdex.com mediation to negotiate a payment to D.RIs the company willing to work with me? Due to the fact that I had no clue there was any contract, nor ever saw one until July 11, Plus it was never signed by myself or an authorized agentMy tenant was never given permission to sign or act on my behalfSo now, I am leaving the floor open to negotiate with D.R
Regards,
*** ***
This company came to my house due to a leaking toilet. They took extreme measures which didn't seem necessary due to the amount of time it took to determine the leak and then did not put my house back the way they found it. Several kick plates were removed and never put back. When I called to try and get this resolved they indicated that this was an additional scope of work. They charged my insurance company $5,700. I could have replaced the carpet in my entire house for that amount. When I informed them that surely for $5,700 of repairs they should have at least left my house the way they found it, they informed me that this is a different division that handles these types of repairs and thusly a different scope of work. I would not recommend this company to anyone.
Disaster Restoration takes all criticism very seriously. It is our goal to not just meet, but far exceed the customer's expectations. Unfortunately, it is our position that this is an unfortunate example of a customer that is incapable of being satisfied. In our professional experience,...
the customer has inappropriately and without merit made complaints against our firm.
The client contracted with Disaster Restoration to complete the repairs to the interior of her home that were approved by her insurance carrier. The client requested permission to hire our painter on-the-side to paint areas of the home that were not a part of our agreement and we agreed. Unfortunately, the many of the complaints lodged by the customer surround the work of the painter and the fact that he was sent to other projects while working on her home and she also complains that he seemed to be undermanned. Finally, she complains that the project took 2 days longer than she had expected.
It is unreasonable to complain about the work of someone that she contracted with directly regardless of the fact that she came to know the painter through our firm. We fail to understand why the customer complains about the painter being sent to other jobs during work hours when she should fully understand that hiring someone on the side usually comes with restrictions during work hours. Most tradesman have to do all side-work in the evenings and on weekends. In this case, the customer should be thankful that we allowed the painter to work at her home during normal business hours at all. In addition, it is not our responsibility to become involved in the speed at which a side-job is moving nor is it our obligation to provide more man power for a project not contracted by our firm.
Regardless, the customer is a demanding and difficult person that seldom has the ability to see the good in anything. The customer is always quick to point fingers and blame everyone else without taking a reasonable approach to any situation. Case-in-point: The customer contacted our firm very angry and hostile and exclaimed that our firm was liable for damages to her dishes because her kitchen cabinets had fallen off of the wall causing the dishes to crash to the floor. We responded right away and found the cabinets had previously been secured incorrectly to her cinder block walls. Rather than mount the cabinets to wood that had properly been anchored into the walls, the cabinets had instead been screwed into the block wall directly. This method of installation falls outside construction code. Ironically, the client’s husband admitted that he and another person had not known any better and that they were the ones that installed the cabinets incorrectly.
A second example involves the painting of a room inside the home. The customer was very upset with the quality of the painting of a particular room and showed our emergency service manager. The manager agreed with her observations and brought the concerns to the attention of the painter. The painter was shocked that she was upset with him and he immediately approached the customer to explain that he had never painted that room. In fact, it was not a room that he had been asked to paint. Once again, we later learned that the client’s husband had performed the work that his wife thought was terrible and blamed us for. She never apologized for her hasty actions and unfounded complaints.
We faced myriad difficulties along the way with this client including last second cancelations and refusing our team of five employees to work as scheduled when we arrived on time, at 8 A.M. as scheduled to pack up some of the contents in the garage and in the home to allow additional work to take place. That moring, the client refused to allow our team to work, and explained they had to wait for her child to awaken. We kindly asked if we could start in the garage and she refused our request. Ultimately, she required our staff to sit outside her home for two hours before allowing the work to begin.
Regardless of these or any of the myriad problems and challenges we faced, we have reached out on multiple occasions to the client and asked for the opportunity to correct any items. To date, we have been instructed that there is no problem and the work is not an issue. We continue to be willing to correct any workmanship issue, even if it painting that we are not supposed to be involved with.
Disaster Restoration has been terribly puzzled by the client's demeanor and seemingly endless attack for the last four months. We have interviewed every person that has been in her home and every person has reached the conclusion that there is something terribly wrong with the client that has created an inexplicable nasty attitude toward people. It has been concluded that for reasons unknown, the client is terribly unhappy as a person.
In addition, the client is terribly overweight and it is theorized that the client will find happiness and a new lease on life if she can lose a lot of weight. The amount of weight she needs to lose is quite possibly a source of further depression and may seem daunting. As an individual that knows that being obese can truly bring someone down, I wanted to do something to help. I reached out to the client with an offer to help her not only lose a lot of weight, but to add many additional incentives to help her find her way to the gym and ultimately find inner peace that I believe is missing.
I sent the client a number of text messages that spelled out an incredible offer that can truly change her life for the better. It is the kind of offer that few will ever have the chance to take advantage of, but it is truly available to her right now. The offer is worth close to $15,000.00 if she applies herself and succeeds in achieving the goals that were explained in detail.
If the messages were not taken seriously, they should be. The offer is open until March 31st, and we are more than prepared to honor every detail provided the client accept the challenge and comply with the minimal conditions that we require.
The messages should not be viewed as insulting. They were private messages and were sent to the private cell phone number that the client gave to me.
We regret having ever met this client. However, we hope that something good can come out of this.
Ms. [redacted] has some of the facts surrounding her water loss claim confused and we are happy to present a correction and clarification:
It is true that we responded to Ms. [redacted]'s call on February 16th, 2013 regarding a water loss at her rental property. The situation was as she...
described. However, there IS a contract involved, signed by her renter since she was not available at the property. Given that she admits to hiring our company and with a copy of the contract attached to this response, it is surprising that she feels no responsibility for the balance of her service invoice.
Her complaint generally centers around a belief that her insurance carrier has paid us enough for our services and that we did not "work with her insurance company" as our website suggests. First of all, her insurance carrier, [redacted], is not in the business of drying homes, they are in the business of adjusting claims. As such they have no ability to set our prices nor to determine the value of our services. In fact, they are totally unqualified to determine how much drying equipment goes into homes. They carry no test equipment, no industry certifications and have ABSOLUTLEY no ability to weigh in on what a drying project SHOULD entail. If the situation were reversed, would it be appropriate for Disaster Restoration to tell Ms. [redacted] what to pay her insurance carrier for her homeowner's policy? [redacted] is there to determine the scope of damage and reimburse the customer for the reasonable costs of the loss, not to set another company's service pricing.
Disaster Restoration uses reasonable pricing and has handled 1000's of claims in the phoenix area over the last five years. Our "standard pricing" has been paid in full in the majority of our invoices, including those sent to [redacted]. It is also outlined in the contract, practically a whole page, and we adhere to it. It is unfortunate that [redacted] chose not to pay the balance in full, but that is a problem for Ms. [redacted] to take up with [redacted]. To give a similar example from a more commonly experienced industry, reference how insurance works for medical claims. Many times customers have out of pocket expenses from only partially reimbursed services. This concept is nothing new.
As for "work[ing] with her home owners insurance", that is exactly what we did. We sent a bill to Ms. [redacted] on 4/25/13 (email attached) and her insurance carrier at the same time. We sent a total of FIFTEEN emails to her carrier between 4/25/13 and 3/13/14. We spoke to her adjuster, spoke to another adjuster, reviewed their scopes of work, provided them with invoice support like drying logs and pictures. After a year trying to work with her insurance company, we could resolve the bill no further. On 3/20/13 she was informed of the remaining balance. When it was not paid in 90 days, she was sent to collections (7/3/14). None of these actions are unexpected, unreasonable, or contrary to what our website states.
As you can see from her complaint, Ms. [redacted] takes no responsibility for the services that she contracted. It is unfortunate that [redacted] did not pay the bill for her, but that changes nothing about her responsibility. Disaster Restoration performed the work for which it was contracted and is entitled to be paid the contract rate. As well, it should not come a year later. I think Ms. [redacted] left out the fact that we collected $1865.44 of the money it has been paid in FEBRUARY 2014 after waiting a year for payment.
In summary:
We did have a contract. We did send her a bill within 60 days. We did work with her insurance carrier for a year to resolve the billing. We gave her 90 days to pay the balance after her carrier short paid the bill and, only then, sent her to collections. There is nothing unreasonable about this process except that we still haven't been paid in full. Ms. [redacted]'s claim is baseless and should be dismissed immediately.
Sincerely,
[redacted]
Disaster Restoration
This matter has been resolved with the customer, [redacted].