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Firewater Restoration Inc Reviews (3)

Review: This is a synopsis of the dilemma that we encountered when ourwater heater leaked and caused damage in our game room.I reported damage to our homeowners insurance company and theysaid to call a restoration company for an estimate. I called FirewaterRestoration for an estimate. They came to our home on December 10, 2014to write an estimate and I did not receive an estimate. They left equipmentat our home without our consent or an estimate for charges of the damagesor equipment. I asked repeatedly for them to pick up equipment and theysaid it was their Christmas Party and they could not pick it up. They sentour insurance company a bill for $6,341.33 on December 30, 2014. Ourinsurance company called us and told us to tell Firewater Restoration to gettheir equipment from our home. We ordered Firewater to get theirequipment out of our home on December 31, 2014. Firewater Restorationcame to get the equipment and wanted us to sign another work authorizationpaper. We refused to sign their work authorization paper. We neverconsented to any of their charges and we never received an estimate. Theytook advantage of the situation and fraudulently invaded our home in a veryunprofessional manner.The letter attached has all the details of this problem.Thank youOn December 2, 2014 our water heater was discoveredleaking into our game room. The carpeting was wet and the luansub floor was wet also. The water heater was repaired December5, 2014 by a plumber. After the repair of the water heater, theplumber cleaned and dried the area around the water heater.On December 8, 2014, I notified my insurance company,[redacted], ###-###-#### about the leaking water heater.The adjustor, [redacted], ###-###-#### told me tocall a restoration company to get an estimate for the repairs. Icalled Firewater Restoration ###-###-####, and asked if theycould come out to give an estimate for the water damage to thegame room. [redacted] from firewater called me back andset the appointment for December 10, 2014. I asked him to make itafter 10:00 am. [redacted] arrived after 10:00 in a Company vanfollowed by a company truck from firewater with 2 employees. AllI asked for was an estimate. [redacted] came into our home to viewthe game room and started taking pictures and told me he spoke tomy insurance company. [redacted] said “I spoke with your insurancecompany and they are going to take care of all of this.” I told him Ineed and estimate. The insurance company told me to get anestimate. He said yes I will give you one. I never received anestimate. [redacted] said he was going to leave 2 workers to helpempty the game room because I had emptied a storage building ofsupplies for a ifiture business that I needed to box up. I did notplan on these people staying to do this work because I had anappointment at 12:00 noon. [redacted] told me to sign a workauthorization so his guys could help clear out the room with thewater damaged area. They only cleared out for 1 ‘/2 hours.Because of liability he told me to sign a work authorization withoutgiving me a written estimate. I said this is not any estimate thereare no prices on this. He said this is only for liability reasons, forhis workers to help take out the boxes. On the work authorizationit clearly states in #2. “You understand that the scope of thisauthorization is limited to the WRITTEN ESTIMATE approved byYour Insurance Company. Any additional work must be authorizedby you on a separate document, with payment terms agreed prior tostart of additional work.” I never received an estimate.[redacted] brought in 2 fans and 2 dehumidifiers and did not tellme what he was doing. There was no room for these machines. Hedid not tell me what he was doing or give me prices or an estimatewhich this is all I asked for in the first place. He kept repeatingthat the insurance company ok’ed everything and they are going totake care of all of this. I kept repeating, I need an estimate and hesaid he was working on it. My daughter was here with her 2 smallchildren to help. [redacted] came in the game room and startedspraying some chemical without telling me what chemical it was. Itold him to stop spraying the chemical because of the children andbecause there was no floor space opened to spray because it waswall to wall merchandise and boxes. He sprayed for 20 secondsand stopped and they charged on the bill $167.43 for this chemicalthat was not applied. [redacted] then told the workers to bring in 2fans and 2 dehumidifiers but there was no room for thesemachines. They put one by the water heater and it was notnecessary because it was afready dried and cleaned up 5 days prior.[redacted] left without telling me or giving me an estimate. Iasked the employees where he went and they said he would beback. He did not come back with the estimate. I had anappointment at 12:00 noon and I could not leave these guys in myhome alone. I asked them if they wanted to get lunch at Chipolte,(I paid for their lunch) and we could drop off a few boxes acrossthe street from the restaurant. The said OK. After we unloaded atmy appointment the van would not start and we had to wait forsomeone to pick us up. We got back to our home at 3:15 and theysaid they had to leave. I asked them to take their equipment andthey said that it had to stay. I asked them to call [redacted] because hedid not give me an estimate to give to my insurance company.I called the next morning and told them not to come because Ineeded an estimate. I told them to pick up their equipment and[redacted] said it had to stay here. I told [redacted] I shut off thedehumidifier because they were not working. There was no watercoming out of the hose. It must have been clogged. He said theycould not come and get the equipment because it was theirChristmas party on Friday. I told him they could pick it up afterthe party. All [redacted] wanted to do was to have his workers comeout to our home but I could not let this happen until I received anestimate of repairs to supply to my insurance company as theyinstructed me to do.[redacted] called repeatedly to have his workers come out to ourhome and I could not make an appointment because I did notreceive an estimate and I found out that the insurance company didnot authorize Firewater Restoration to do any work at our home as[redacted] kept exclaiming to me when he first entered our home thathe spoke with my insurance company and got the OK. This wasnot true.On 12/30/2014 my insurance company called and said theyreceived a bill from Firewater Restoration for $6341.33 I wasshocked because I did not get my estimate, but they are quick tosend a bill to my insurance company without ever writing up anestimate for the repair. Let alone, they did not even do the work.How deceitful.We called firewater restoration on 12/30/20 14 and orderedthem to get their equipment out of our home. They came on12/31/2014 and picked up the equipment and wanted us to sign awork authorization paper. We refused to sign anything.My insurance company contacted firewater on 3 occasions.My insurance company requested a reasonable estimate of 7 daysfor the equipment to be left at our home. Firewater refused torespond to their request. My insurance company sent them a checkfor approximately $1650.00 made out to [redacted] and [redacted] andFirewater restoration. On 3/19/20 15 the Sheriff’s office ofWashington County dropped off a Claim for Mechanic’s Lien inthe amount of $6341.33 at our home.I am going to seek legal counsel because I am not liable andcompanies have to be held accountable for their actions when theytake advantage of innocent people.Very Dissatisfied,[redacted] and [redacted]###-###-#######-###-####Desired Settlement: see Attached document

Business

Response:

The following describes the damage and mitigation at the [redacted] residence. FirewaterRestoration was contacted on December 8, 2014, because there was water damage in the gameroom. A contract was signed which authorized Firewater Restoration to mitigate the damageand equipment was set in place while working around a large amount of content. We made anumber of appointments with Mrs. [redacted] to insure the game room was dry and/or to retrieveour equipment. Mrs. [redacted] was never home when we arrived for the appointments. Theequipment was in place fo r forty-two days because Mrs. [redacted] would not co-operate.Included are copies of pictures, the completed scope of work, and the Firewater Restorationinvoice and statement.Please call with any questions you may have.Sincerely,[redacted]President

Consumer

Response:

I have reviewed the letter sent to Revdex.com from firewater written by Mr [redacted] and we are very disappointed a business man would be so unprofessional and respond to this problem with false accusations. Mr. [redacted]s letter of May 14th stated the contract was signed which authorized Fire Water Restoration to mitigate the damage, is totally false. No estimate was ever written let alone signed by [redacted] or [redacted], the homeowners. [redacted], the employee that was supposibly writing an estimate when he came into our home with 2 guys to help. He told me to sign a work authorization so the 4th sentence is also false. [redacted], employee of firewater, called to try to come back out to our home and I told [redacted] that I still did not receive an estimate but he kept stating that he had the OK from our insurance company. [redacted] stated that our insurance company will be covering everything. I would not okay an appointment because I needed an estimate to submit to the insurance company. They are lying because we never made any appointments and they never arrived on our property. We have proof of this with our dated surveillance cameras. They stated that the fan and dehumidifier were at our home for 42 days from December 10th to December 31st. It is 22 days not 42 days so they are incorrect I told [redacted] to pick up the equipment 3 days after they left it because it was not working and I still do not have an estimate. He said they could not because they were having their Christmas party. I told them to pick the equipment up after the party. They still did not pick it up. My insurance company called me on December 30th stating that Firewater sent my insurance company a bill for six thousand six hundred forty four dollars and I called firewater to come and get their equipment ASAP out of our home. They came the next morning, your order aDecember 31st at 8 o'clock in the morning and they wanted us to sign a release and I said no I will not sign their document. I wanted an estimate that I requested the first day [redacted] walked into our home and we still have not received an estimate. We would be glad to take a polygraph test to prove authenticty of our statements. It is so sad that people take advantage of innocent people for money. I hope that this incident will stop this company from committing insurance fraudulent actions. Thank you for your attention to this problem. The employee, [redacted], was fired from Firewater restoration. Apparently the owner knew that the employee did not do the job correctly. A written estimate was to be given to us and sent to our insurance company before any work was to begin.

Review: We contacted Firewater for assistance on August 31 and September 3, 2013, after we shoveled mud from my mother's ([redacted]) home after a 5" flash flood. Firewater provided some poorly chosen/maintained equipment and some poorly trained labor, therefore splashing mud above the 18" flood-line to 5' heights in much of the house. They did not provide the written estimate required by their work authorization agreement. They took $12,000 deposits on two credit cards, followed by a poorly documented invoice for $9301.68 on Sept 12. Details and photos of the damage are at [redacted].Desired Settlement: We responded to Firewater's work and billing with the emails and faxes (to [redacted]) as shown at [redacted]. We believe that Firewater's total services, after damages and extra work for us, were of no net value to us. However, we can compromise and have made a final offer to pay $3000 (after refunds) for the 25 man-hours that were somewhat useful, and the 4 dehumidifiers and 12 air movers for 3 days.

Business

Response:

This should not be a complaint against Firewater Restoration. We were contacted on Friday, August 30, 2013. This was Labor Day weekend with major flooding in the area. Ms [redacted] spoke to our Manager[redacted] and requested emergency service saying that the home looked as if "Falling waters" was inside the home with mud and debris everywhere. She was asked if they had flood insurance and she said they did not. She pressed for a dollar amount. [redacted] told her without seeing what was involved he could not give her a price.

She called back and wanted our guys to come out because it was too much for them to handle on their own. In the midst of all the Emergency calls coming in that day from the heavy rains, our estimator [redacted], spoke to Mrs. [redacted]'s son who was very upset about the flooded home. He wanted us to guess the cost of the work. He was told by Tyler that there is no way to determine the exact cost without seeing it, at the very minimum around $ 5000.00.

We sent [redacted] our Emergency Response Supervisor with three technicians to the start cleanup. When [redacted] got to the [redacted] Home he assessed the situation and reported back to Tyler that this was very bad. [redacted] and [redacted] have a combined 42 years in the restoration industry. Based on the size and damage, Tyler called Mr. [redacted] again and told him we needed a deposit of at least $12,000.00 because they did not have flood insurance.

It was explained to Mr. [redacted] that we bill by unit cost- per- machine and per square foot. Mr. [redacted] started saying he could get guys to do the work for $8.00 per hour and kept stopping the workers and telling them not to do certain areas. He also stopped the men from installing the drying equipment but his mom intervened and directed us to have the drying equipment set up. We installed 12 air movers and 4 dehumidifiers. Attached is a copy of our completed scope and invoice.

We were given two credit cards. One was an [redacted] which we do not accept, and the other was a [redacted] which the deposit was charged in the amount of $ 10,500.00. We sent an invoice in the amount of $9301.68 with a request for the same credit card information so that a refund could be issued in the amount of $1198.32. We cannot keep their credit card number on file by law.

We never received a call with the information.

We understand this was a very stressful time for the [redacted], however, we only charged them for the work and equipment that they contracted to do.

I have included a copy of pictures, our completed scope of work, our invoice and a statement.

Please call with any question you may have.

Sincerely,

[redacted] President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We are rejecting Firewater's response because it contains misinformation probably due to mis-communication among Firewater personnel and possibly family members, because it does not respond to most of my problem statement such as damage and poor work/equipment, because Firewater fails to acknowledge/accept the conditions of their work authorization agreement requiring a written estimate, and because the alleged attachments were not included; I have not seen their photos nor a proper scope of work.

Review: A leak developed in my roof during a recent rainstorm. I called my insurance company, [redacted], and was referred to Firewater Restoration. Two of their workers came and put on silicone caulking to cover the leak. Five days later, the roof began leaking in the same spot - worse than before. In the meantime, I had paid them $428.91. I called Firewater again, and they made an appointment to redo the work. The first day was too rainy, and I called the next day to find out about rescheduling. During that call, the person I spoke with was extremely rude and belligerent, demanding to know who had made the second appointment. (Obviously, it was one of his workers). This is a company that operates dishonestly, and, does not stand behind its' work.Desired Settlement: A full refund would be appreciated.

Business

Response:

This should not be a consumer complaint. Ms. [redacted] called us because her roof was leaking and water was coming thru her light fixture. Upon inspection we told her that her roof was in very bad condition. We applied a temporary patch to stop the leaks that day and there would be no warranty. She has several holes where water can enter.

She was told to contact her [redacted] Insurance agent to have an adjuster come out and assess the damage. She is in need of a complete roof replacement.

Once Ms. [redacted] contacts her Insurance company we would be happy to go back out and provide a ladder assist for the adjuster to inspect.

If you need any additional information please do not hesitate in giving me a call.

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Description: FIRE & WATER DAMAGE RESTORATION, MOLD & MILDEW REMOVAL/REMEDIATION, FIRE DAMAGE RESTORATION, WATER DAMAGE RESTORATION, FIRE & SMOKE & WATER CLEAN UP, CONSTRUCTION & REMODELING SERVICES

Address: PO Box 4273, Carson, Pennsylvania, United States, 15203

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