Evans Services, Inc

The Insurance adjuster for Farmers, contacted us to evaluate and clean clothing and soft goods at this lossThe Benes had been out of town on a cruise and came home to water damage thru out the houseThere was a heavy musty smell and significant mold growing up some of the wallsIt was
determined with the adjuster, account manager and customer that we would take all clothing except some shoes in the front hall closet and the plastic totes in the basementThe decision was made on the basis of these things: mold growth and significant mustiness/mold odor, the construction involved which would have created a mess to less affected clothing, airborne mold spores and lastly the fact that Carol has lung issues.There was a lot going on that day and it was a traumatic event for them to return toIt was my understanding as well as our lead tech and adjuster, that Carol had removed the items that she was concerned aboutGary Successfully removed items from his roomUsually we take items in thin plastic can absorb the odor, spores and also because the dressers are better empty for when the contractor does the cleaningFurthermore, Carol complained and I believe we returned all items in packaging within a few daysHad we cleaned those items, it would have cost about $a pound for bulk laundryVery little impact on a bill.Carol has never been to our facilityWhen a customer has a loss like this, and are in temporary housing, we never deliver all the itemsIt would be a nightmare for the customer, mostly because there would never be enough room to house all those itemsWe do partial deliveries of items that the customer wants and do our best to pull change of season clothing and items that would be goodAs you can imagine, looking for specific shirt can be difficult and there is no guarantee that a box will have all matching socksBoxes typically contain bulk cleaning items like socks, underwear, tshirts, towels and sheetsWe made numerous special deliveries to Carol.We make every attempt to remove coins paper etc from pockets and leave them at the home for the contractor to pack with belongsOccasionally we miss something in a pocketThose are put in a personal property box and returned to the customerWhich we did.As for taking everything in sight to make the most money, it was a judgement call on the part of the Insurance company and us that these items needed cleaningIt was not to make more money, it was to return the home to the best pre-loss conditionThe insurance company would not agree to something if they didn't feel it was necessary.We have not received these kind of complaints before and most of Carol's concerns were handled over and above,...ie: If it was Thursday and she wanted a coat by by Friday, we worked to do itthere were numerous times we communicated after hours and weekendsI believe the owner was out of town that week and since we were able to resolve Carol's complaint, I believe he did not feel that he was still supposed to callI can arrange for him to call Carol, provided Carol expresses herself professionally.We returned all the clothing to the customers home on 12/13/and placed them in the basement as customer requestedIt is overwhelming on the front end and also on the back end of a claim, when having to put everything away

I am rejecting this response because::I was never allowed to take my items before Evans removed them as indicated in their response.  Evans gave Gary an opportunity to take items he needed but I was never given the chance.  It should be up to the customer to decide what items should be taken or not and not the insurance company and my wishes should have been honored.  I still did not get an explanation as to why the paired socks were taken apart and not cleaned as a unit like the gloves and mittens were.  I also did not get an explanation as to why when items are taken they are not organized at the cleaning and storage facility.  When we received items back in boxes there were all types of stuff with no rhyme or reason why those items were in there, i.e. 10 mismatched socks, with some towels, sheets, underwear.  No order at all to the contents of the boxes.  I would still like the owner to contact me.