Five Star Complete Restoration, Inc.

We received *** ***'s request for emergency service water mitigation by the owner of Five Star- Erik B***We responded to her damaged property within an hour of receiving the informationOne of our employees who is a "Project Manager" within our water mitigation departmentHe is not an
"insurance person" nor would we ever use a generic and confusing titleMrs*** has a business card for this individualFive Star Restoration was not able to gain access to the roof due to the time of night and weather conditions (night, strong winds and rain)Five Star Restoration then proceeded to set an industrial size dehumidifier and multiple centrifugal air movers to minimize and mitigate further water damage until the roof was inspected and or repaired if necessaryDehumidifiers pull grains and molecules of water from the ambient air as well as affected wet materialDirect placement is not required EX/ we could not place a lbdehumidifier in an attic for multiple obvious reasonsWe placed the dehumidifier and air movers in the most affected areaThe next day our general manager Colin J*** called Mrs*** multiple times to set an appointment for a roof inspectionAfter multiple attempts and no return callHe proceeded to the property regardless and gained access to the main and detached garage roofUpon inspection there was no damaged peril to the roof (no penetration or obstruction to the roof and or shingles) the roof is an older 3-tab roof with no drip edge"turtle-vent" was partially damaged by wind debrisHowever all the flashing and caulking of the chimney are beyond deterioratedThis where the water was able to gain access to the interiorDue to this and Mrs*** filing a claim and signing a standard emergency service work authorization which allows water mitigation and any repairs deemed necessary to prevent further damage or water preventionHe proceeded to put "ice and water shield" around the chimney where the flashing has deteriorated as a temporary fix to solve the leaking issueThere was no caulking used on this property as it wouldn't hold to any masonry and would lead to further damagesColin proceeded to contact Mrs*** several times to go over the damages and repair costNo return calls were ever madeDuring that time Five Star Restoration equipment (dehumidifiers and air movers) were in propertyColin Spoke to Mrs***'s adjuster from *** *** who agreed what damages were visible and repairs/mitigation needed to repair the structureFive Star contacted Mrs*** for almost two weeks before receiving a phone call stating "we can pick up our equipment and get out of her house, she then stated she turned off all equipment multiple days ago" This not only dwindled the drying cycle of our equipmentIt actually damages the compressor of our dehumidifiers when not purged correctly to relieve all water in the unitMrs*** improperly turned off all equipment even though initially she signed a document stating that this would not occurFive Star Restoration will be billing Mrs***'s insurance company directly for all work completed and for the amount of days our mitigation equipment was on-siteFive Star Restoration has all documents and photos to validate the damages and cost incurred from the initial moment we accessed the propertyPlease advise if this information needs to be uploaded accordingly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Yes - this was a insurance claim thats all I agree with on their response I accepted that the time delay for getting started was because of picking out the best floor But once this project was to start , nothing was to plan On the first day the workers show up - the furniture was not even out of the way so a delay right there finally the movers get there after about an hour the workers then work maybe an hour on this floor and stop because they dont have the needed materials to keep goingThe Project Manager on this job didnt bring all needed materials to do this job He quoted this job for a day to a day and a half to finish Well after multiple delays because he or someone from the company tried to put plastic transitions down that yes I did not accept because they were crap After so many issues I was finally directed to the owner - or so he says he is He gives me stupid responses that his workers are sick - having loopis - or that his Project Manager was promoted to fast so he wasnt trained properly or even he tells me his kids are sick I dont give a hoot about this - I shouldnt have to - I wanted my floors done But it still continued to be delayed Then this General Manager gets involved - wow - what a guy - he actually came to the house to look at project and take pictures Says they are done and leaves as sheet staing I need to sign off - they are done Heck my stove was still in the garage not even brought in yet because it had to be repaired from their company they hired to move the furniture So finally after the stove is installed roughly weeks after starting a job to take days max they just never get a hold of me - no communication I was waiting for them to tell them they didnt put a piece of transition down in one of my closets the GM was so rude - he didnt even want to set up a final walk - They finally agreed to a meeting which I thought was gonna be a walk thru - like all finished jobs - a final walk is to be performed but not according to Five star what they do is it - like it or not I did show the guy that showed up to put the piece in my closet, all the areas that were in need of touching up he even took pics of which I am certain were deleted before he even left hereHe did not even want to do the walk so then I talk to this GM guy and he says all info will be sent to a mediator to decide This company is horrible in communication to their customers as well as to their workersThe workers that were here - did nothing but complain about issues from within - he kept saying he had to work alot of weekends to fix special projects well yes my project did turn out to be a special project because of all the delays besides the fact that aqll I wanted was this company to do their job and my house is special to me this GM guy did speak to my NEWLY assigned claims adjuster only after I contacted him to get this project finished and that I had not heard from this company in weeks I just wanted a final walk thru to be performed to fix issues Now these issues are still here and I guess this company is trying to get off without finishing a job
Regards,
*** ***

After reviewing Mr***’s complaint attached is our response On August 3, we were contacted by *** *** *** *** of AndersonRegarding water damage on Mr***'s propertyShortly after receiving the customers informationWe proceeded to contact Mr*** and
schedule an appointment for an inspection of the affected bathroom and crawl-spaceMr*** wanted an appointment the same day, we scheduled accordingly and inspected the property on August 3, at 12:p.mAfter the inspection the source was deemed, as a plumbing leak in the restroom surrounding the stoolIt affected laminate flooring, two separate layers of sub-floor1) MDF sub-floor and 2) plywood sub-floor, a full height cabinet, and pedestal sinkNo moisture was detected around the shower or under the shower using a non-penetrating Tramax moisture meter and a thermal imaging flir CcameraMr*** was very adamant, that his shower has to be removed due to water damageDue to it being on wood-substrateThe source of the water, also affected the crawl-spaceIncluding joists, bracing and raw pea gravelAfter discussing several options with Mr***, and a rough estimate on what it would take to repair the damages caused by his plumbing leakMr*** wanted to file an insurance claim, to minimize his out of pocket expenditureHis insurance carrier is *** *** ***After initially filing the claim with Mr*** on August 3, 2016 we assisted the customer with providing details of the material being affected to his insurance carrier and the best course of actionFive Star Complete Restoration was advised by Mr***'s insurance carrier and the client himself to proceed with mitigation or remediation as required in efforts to avoid secondary or preventative damages,immediately after filing the claim with the customerThis included collecting a work authorization stating we would be working for insurance proceeds, through an homeowner's insurance claimCollecting of the ***'s deductible of $1,which the insurance carrier and Mr*** both agreed was due to the contractor performing mitigation servicesRemoval of the flooring material up to the sub-floorDetachment of pedestal sinkDetachment of full height cabinetSet industry standard drying equipment to remove any excessive moisture found within the affected area(s) this included(1) XL LGR high-temperature dehumidifier and (2) Phoenix axial air-movers on main level bathroom(1) XL DPhoenix desiccant dehumidifier and centrifugal air-movers in the crawl-space to dry all appropriate material back to equilibrium moisture contentMr*** declined to have Five Star Complete Restoration remove any of the affected material, until the assigned adjuster viewed the damages and guaranteed approval of his claim and damage(s)Five Star Restoration placed the necessary drying equipment to avoid any secondary damages or preventable damages until approval was given for the removal of non-salvageable material. Nick R*** was assigned as the handling adjuster by *** *** *** on August 3, Nick was scheduled to inspect the damages at Mr***'s property on August 4, at 10:a.mFive Star Restoration agreed to meet with Nick R*** and Mr*** to go over the entire scope of work needed to complete any remediation and or repairs necessaryFive Star Restoration met with adjuster Nick R*** and Mr*** on August 4, to go over the necessary itemsThe adjuster agreed all flooring material must be removed and replaced due to water saturation, but did not approve for the shower unit or flooring under the shower to be removed and replaced, due to no proof by thermal imaging,moisture meters or visual inspection.Mr*** argued with Five Star Restoration and *** ***, that his shower has to be replaced and it has to be covered under this claim, he was very adamant that he will not pay for it out of pocketFive Star Restoration agreed to remove all the affected material (flooring, sub-floor, plumbing and cabinets) on August 4, This DID NOT include the shower unit, as it was not covered by the customers insurance carrierFive Star Restoration completed removal of affected material on August 5, Five Star Restoration continued to monitor and dry all still remaining wet material until August 11, Between August 6th-8thFive Star Restoration sent out our repair estimate James R*** to inspect the damages and write a comparative repair estimateYet again Mr*** was adamant that Five Star must "convince" *** *** to pay for a new shower unitAfter completing above mentioned repair estimate*** *** still refused removal and replacement of Mr***'s shower unitOn August 9th, Mr*** called Five Star Restoration main office line to speak with a manager, regarding a complaintFive Star Restoration General Manager Colin J*** accepted the phone call to discuss the concernsMr***'s concerns were all regarding the removal and replacement of the showerHe mentioned Five Star failed him as a customer due to the fact we couldn't convince his adjuster Nick R***, that his shower had to be removed and replacedAfter explaining to Mr***, that his insurance carrier did not cover his shower unitFive Star would be happy to remove his shower, however this would be an out of pocket expenseHe declined that service, and stated he was going to argue with Nick R*** and *** *** about his showerAugust 11, Five Star Restoration completed all mitigation drying services needed to bring, the still remaining affected material to moisture content levelUpon removing all equipment placed in Mr***'s property,, he refused to sign any documentation suggesting Five Star Restoration was completed with the mitigation aspect of his claimHe stated his reasoning, was Five Star Restoration failed to represent him properly and force *** *** *** to cover and pay for a new shower unitAfter Five Star Restoration water technicians left the customers propertyMr*** *** called Five Star Restoration main office to talk to Colin J***Mr*** explained that he is "firing" Five Star Restoration from his current job and has no intentions on using Five Star Restoration for any further repair work needed (reconstruction of his bathroom) his reason was simply because we couldn't convince his insurance carrier to remove and replace his showerHe then stated he has no intentions of paying Five Star Restoration for any work they have completedImmediately after speaking to Mr***, Five Star Restoration contacted the handling adjuster, to make aware of the on-going situation and to explain Five Star Restoration will not be performing any structural repairs needed on Mr***'s propertyMr*** has constantly called Five Star and threatened on several occasion's that if Five Star Restoration does not replace his shower unit at no charge, that he will take legal actions and will not pay any money owed from the mitigation services performed on his propertyFive Star Restoration came to an agreed amount with adjuster Nick R*** regarding the mitigation invoice on 8-31-for the amount of $ 2,The insurance proceed check for that amount was mailed to Mr*** ***, Five Star Restoration has yet to receive any money from the insurance carrier owed for services rendered and completed at Mr***'s propertyFive Star Restoration has never claimed or tried to collect any insurance proceeds from Mr*** *** regarding structural repairs as Five Star did not start and or complete any of these structural repairsMr*** has been paid directly for all structural repairs necessary to complete his claim by *** *** *** Action willing to resolve dispute: Five Star Restoration is willing to let Mr*** have another contractor perform all structural repairs necessary to complete his bathroom remodel and claim. As *** *** has already paid Mr*** directly for all structural repairs neededFive Star Restoration is asking for all approved mitigation proceeds to be paid directly to the contractor (Five Star Restoration) as this was approved by *** ***Five Star Restoration has already decreased the amount of the mitigation invoiceFive Star Restoration is only charging the equipment used to dry the structure for 3-days even though it was on-site and used for over daysThis resulted in over $3,discount to the insurance carrier and or customer Attachments: Email communication between Five Star Restoration and *** adjuster to show no negligence or lack of communication between insurance carrier and contractor as Mr*** *** incorrectly accusedApproved Mitigation estimate for the total amount as listed aboveApproved original repair estimate provided by *** *** *** which did not approve the shower to be removed and replaced ( Approved on 8-14-16)Revised supplement repair estimate by ANOTHER contractor Mr*** hired and *** *** approving the removal and replacement of shower unit this was approved on 9-12-This was over a month after Mr*** *** "removed" Five Star Restoration from his propertySigned work authorization allowing Five Star Restoration to complete any mitigation services necessary to dry and sanitize the structure properly

Mr***We have reviewed your complaintAt this time we are letting the insured's insurance carrier direct on moving forwardAll documentation and recommendations have been submitted to all handling partiesIncluding insurance carrier and direct hire third party administratorThis was a direct repair assignment sent directly to Five Star RestorationFive Star Restoration finished all repair/reconstruction covered items associated with claimDelays were caused due to numerous variables including but not limited: Customer selection, Special order material delivery/processing, Material shortage, Multiple replacement(s) of material due to customers selectionsAdditional demolition needed, due to prior mitigation companyWe are in communication with said insurance carrier and third party administrator(S)If any action or reasonable request is submitted to Five Star Restoration by appropriate parties, will be reviewed and scheduled accordingly. Thank you

I have reviewed the response of the customer and do not believe the information to be validWe have already illustrated all relevant facts regarding this projectWe will consider this claim closed once we receive payment in full for services rendered and completed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This company will say anything to try a dupe customers with their inept work performance, and I will continue to fight for what is right, and this is totally not right I don't care about all the emails say and I don't disagree with what they contain completely, but if Five Star had just called back the insurance adjuster we would not be going through this stupid stuff. All that was needed was just one phone call and Five Star would not make the call.
Regards,
[redacted]

Mr. [redacted] This was an insurance claim. The entire estimate and scope of work was approved and reviewed by your insurance carrier. Five Star Restoration upgraded your previous laminate floor to a higher quality LVT flooring. Five Star Restoration was also contracted for more than replacing...

your floor. Five Star Restoration made themselves available for your repair on multiple occasions including after-hours and weekends. We stayed in constant communication via phone and text message, which text message was obviously your preferred form of communication. Five Star Restoration was also very detailed in the on-going events with your insurance company. I have spoken to Kevin S[redacted] who is the claims manager of this file several times. Five Star Restoration made themselves available on several different dates within business hours to perform the final walk-through. After replacing several different transition strips, not due to material issues but customer satisfaction and repairing the mobile stove hearth that Five Star Restoration did not damage, that the mitigation contractor previously contracted damaged. Five Star Restoration has performed the "final-walk-through" and submitted all documentation to Mr. [redacted]'s insurance carrier for any final determination of the claim, as Mr. [redacted]'s has refused to sign any documentation regarding completion of this claim. Five Star Restoration has also decided to "Waive" Mr. [redacted]'s deductible to assist in any inconvenience these repairs may of caused. All this information has been relayed to Mr. [redacted]'s insurance carrier and handling adjuster. Please advise.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 Items I wish to correct from Five Star Restorations responses to the complaint filed with the Revdex.com. 1.  On Aug. 3, 2016 Five Star was NOT contacted by [redacted], Mr. [redacted] contacted Five Star Restoration to come out and check the damage.2.  Mr. [redacted] did ask if Five Star could come over the same day or schedule a day which Five Star could make it to the property. Mr. [redacted] was told that at that time Five Star was able to send over two guys right away, which was great, there was no demand that they show up the same day as stated in their response.  
Regards,
[redacted]