FireClean

Review: May 3rd, 2014, FireClean came to my home to do clean up work after my basement flooded. The vinyl floor in one room of the basement was bleached in many spots. The company sent out two representatives who viewed the floor and determined it was damaged; the second individual (Alexandra I[redacted]) determined that the floor should be replaced and plans were made for what kind of tile to be used and a date to be picked for the replacement. Then there was a large period of time with no return of emails or phone calls. After I phoned the owner (who indicated she would call me back on Monday July 7th but she did not), I was contacted via email and then phone by another representative of the company who stated that upon viewing some photos, FireClean did not believe that they needed to replace the floor. After two email exchanges, that individual - John S[redacted] - agreed to personally come view the floor, rather than base the determination upon photos alone. I offered to share three testimonies of individuals who were in my home a hour before FireClean's initial arrival on May 5th and were again in my home the morning of May 6th who asked about the "weird stains on the floor". Mr S[redacted] agreed to come to my home but either made tentative arrangements (dates only) or missed appointment times for over a period of two months. By the end of August, Mr S[redacted] stated that he was no longer an employee of the company. At that point, I contacted Alexandra I[redacted] via phone and email. She spoke to me briefly once, indicating that she would call back and on two occasions, hung up on me before I had uttered more than, "Hello, this is [redacted]..". Additionally, the company never responded to repeated email or phone or in-person requests regarding the water meter readings of one particular wall - the solitary wall where dry wall was not removed - that is in a room where there was standing water present from the flooding problem. There was another problem with a delay of over a month in returning my overpayment of $750 for the service; after a bounced check and several calls, that situation was eventually resolved.Desired Settlement: I would like my vinyl floor replaced with a similar quality tile at no charge to me.

Business

Response:

10/20/2014Fireclean was issued a water damage restoration cleanup job from [redacted] Insurance Company. The house was initially inspected by [redacted] Insurance Company, before Fireclean arrived. The Insurance Company took several pictures before our work was completed, they also noticed The pre-existing damages to the flooring. Fireclean does not make decisions on replacement or repairs The Insurance Company makes all the decisions.Thank You!Laura J. President

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:The company, Fireclean, is incorrect in believing that this damage was present prior to their service. There is a small patch of floor that had been previously whitened (an area about the size of my palm) but not areas that area over a foot wide and affecting about 15 tiles across the floor. There were people in that basement room about two hours prior to FireClean's arrival that were in my home the very next morning and asked, "What's that?" and noticed very obvious white areas on my floor. I suspect bleaching agents because that is how I created the initial small white area myself. [redacted] determined that the floor did not need to be repaired because they viewed my floor PRIOR to FireClean's arrival.