France & Co

Attached is the statement of our lead technician who handled the majority of work completed on this project We will upload additional supporting documentation over the weekend.Statement of Mr [redacted] Lead Technician for France & Co.On Sunday July 17, at approximately 4:30PM France & Co received a call from [redacted] ***, who lives at [redacted] , in regards to her back yard pool thathad burst and flooded into her neighbor’s house at [redacted] , whichwas being occupied by [redacted] I and two other technicians responded to the incidentand upon arrival we inspected the water damage, due to the initial phone call the projectsounded much worse than it actual was which is why we brought techniciansMrs***advised that she was the responsible party and that was going to pay the bill so I had her signour contractWhile signing the France & Co contract, Mrs [redacted] and [redacted] stated thatneither of them were the homeowners of the property at [redacted] Theyinformed me afterwards that the homeowner’s name was [redacted] They advised to me that [redacted] was a very difficult person to get a hold of since she lived “way out, and the cell servicewas bad.” In addition, they stated that [redacted] ’s son [redacted] was the “care-taker” of thepropertyMrs [redacted] and [redacted] took it upon themselves to call [redacted] and get the okayto proceed with any work that needed to be doneWe started work extracting water and movingcontents [redacted] showed up at the residence and came downstairs to state “do what needs to bedone to keep the tenant happy,” a position which he stated numerous timesDue to the fact thewater ran through a dog kennel, grass, and a driveway we recommended removal of the carpetand pad in one room, which [redacted] agreed to as the tenant had a terminally ill childHe asked ifwe were going to spray a mildewcide and I stated no, informing him that we were going to sprayMicroban Botaniclean, a one-step germicidal detergent, which is a common practice with ourcompany to do [redacted] said that he either owns or works for a pest control company so he justwanted to make sure that one would be done.With this, we extracted the water, manipulated and lifted the contents with foam blocksoff the floor so we could effectively dry the concrete and applied the Microban Botaniclean[redacted] asked if France & Co could dispose of any empty wet boxes and take her arearugs to be cleaned due to the damageWe agreed to this based on what [redacted] had told usearlierWe installed ten air movers and one “large” dehumidifier to dry out the structureI spokewith [redacted] so he would be aware of the job’s duties and he again stated that it was fine andwhatever we had to do would be paid for by his mother [redacted] (the homeowner.) He justwanted to make sure the tenant was happy.On Monday July 18, France & Coreturned to the residence to remove the carpetout of the basement roomThere were several contents in the room that we needed tomanipulate in order to move the carpet and padThis process took two of our technicians 2.25hours each of them totaling time of work to be hours togetherIn addition we bagged andloaded all the affected material into our trucks and then started on a preliminary cleaning of theconcrete floorThis includes disinfecting with the Microban BotanicleanFor the next few dayswe scheduled with [redacted] (tenant) to continue the cleaning of the floor and concretewall, where the water came through the windows and cascaded over the floorWednesday July and Thursday July 21, the tenant’s area rugs wereprofessionally cleaned at our area rug cleaning facility inside the France & Co warehouseBothsides of the area rugs were thoroughly cleaned, sanitized, and driedThen we delivered thecarpets back on July 26th.On the scheduled day of Thursday July 21, four of our technicians went to theresidence to pick up our drying equipment and do a final cleaning of the floorThey cleaned thefloor with a hot water extraction method and sprayed afterwards with the Microban Botaniclean.The tenant stated she was very happy with the work performed.Mr [redacted] stated that France & Co was originally called to “his” rental property onThursday July 14, which is wrong informationDocuments support that we were called onSunday July 17, at approximately 4:30PMThen, adding to his statement, Mr [redacted] insiststhere was only two France & Co employees on site when there was actually three whichincluded of myself and two other techniciansHaving three technicians was due to the severityof the job that we receivedThe caller made it sound like there were several inches of water inthe basement and an ample amount of contents that needed to be moved.Mr [redacted] also stated that we only “set-up” four fans and two where not plugged inWeactually installed ten air movers and one large dehumidifier to dry out the structureWedetermined that the entire basement was affected and never stated that there was anunaffected roomMr [redacted] says that we returned a week later to return and remove thedamaged items, mitigation took approximately to complete from start to finish, the dates wereJuly 17-21, Also he states that we left the “four fans” (as he said) running extra time as aninternal tactic to upcharge the bill which is not true.Mr [redacted] is correct when stating that the France & Co box truck backed into agutter at the residenceThis is located at the corner of the house and the truck broke of a pieceof the plastic gutterI did assure him that we will fix the broken part of the gutter, butunfortunately due to it being an overly busy period this did slip by me and was not fixed in atimely manner.Sincerely, [redacted] Lead Technician

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. We made a minor revision to the price and submitted final payment with along with an email reply to them
Sincerely,
*** ***

On or around 7/14/France& co was called to my rental property by the neighbors after their pool burst flooding my tenants basementI did not call France and I did not sign or give permission for worth of workThe first day France sent employees for hrs which one guy spent most
of the time in his phoneThe did absolutely no work as my tenant and the neighbors extracted all the waterAll France did was left fans and only plugged in My tenant had to call them back to finish the fansThey claimed one of the bedrooms was not wet which was informationApprox a week later after numerous cancelations, France & co returned and removed damaged items and claimed they cleaned and disinfected the basement which they did notThey did not remove the fans even though the basement was dry at that point and fans where no longer neededI believe that was a intentional tactic to up charge the billFrance also backed their box truck in to my gutter and did not repair it as they said they wouldFrance & co spent a total of hrs on site and did absolutely nothing except remove garbageThey overcharged and provided a improper invoiceI do not feel I should have to pay for their services

Complaint: ***
I am rejecting this response because:
It sounds to me you need to collect from Mrs*** since she authorized your workTake care
Sincerely,
*** ***

Matt S[redacted] sent an email to [redacted] on 12/18 with a detailed response to each of their complaints.  He also revised the final amount owed to $2,121.94.  We have not received a response as of today 12/21/17.  We have attached their initial list of concerns as well as our...

revised billing charges, below is a copy of the email response Matt sent. We will also commit to working towards a repair or replacement of the damaged cabinet.-----------------------------------------------------[redacted]I apologize for the lengthy delay in responding to your letter. We have been very busy and I simply forgot about it after setting it aside. Please see my clarification/explanation of our invoice: 1. I don't have any documentation to back up the 224.57 sq ft so I will agree to what you paid for this line item. 5. I agree that the paint did not match, as I was informed by my painters. I offered to repaint the wall to match the others, you declined. I will agree to your amount. 6. Line item removed from invoice. 7. We did in fact install batt insulation. I've corrected my invoice to reflect actual cost. +$128.79 8. I have 11 hours of cleaning labor in this project. I removed charges "by room" and have now billed out for actual labor hours instead. 11. Detaching the baseboard is much more difficult than re-installing. You paid for 25% of this line item. It should be more like 75% but I will agree to 50% of original line item cost. 12. I have 11 hours of cleaning labor in this project. I removed charges "by room" and have now billed out for actual labor hours instead. 13. I apologize if we did not cover the carpeting. We are generally very good at covering everything. 16. Detaching the baseboard is much more difficult than re-installing. You paid for 25% of this line item. It should be more like 75% but I will agree to 50% of original line item cost. 17. I have 11 hours of cleaning labor in this project. I removed charges "by room" and have now billed out for actual labor hours instead. 18. This line item is for the removal and resetting of the vanity. 24. We NEVER paint just the repaired areas. At a minimum, we would paint the entire affected wall and/or ceiling. We may have used paint supplied by you, but we did in fact purchase paint as well. I have adjusted this line item accordingly. 27. This line item is for moving contents etc.. to perform job duties and delivery of the new cabinets. 28. Our estimating program does not have a line item for using a dump trailer, so we use the dump truck line item, which is what insurance agrees to pay. 31. I will agree to the $200 payment for this line item. 32. We used air sleds to move refrigerator and are usually very careful moving appliances. In response to your additional list of incomplete work: 1. This is a common issue with plumbing. Once the seals dry out they do not work properly. We did not damage the faucet upon removal. You can contact your insurance about replacing the faucet. 2. I am sorry that this was missed, but we did not charge to re-grout. You can contact your insurance about this. 3. If I would have known this initially I could have done something about this. 4. I can have a new one installed if you would like. However, I did not charge for replacing it. 5. We had nothing to do with the cabinet install. You chose to work directly with the cabinet company. I have put together a new breakdown of costs (attached), and have credited the $7,520.92 to this new invoice. The final amount is what is owed to France & Co for the repairs on your home. Feel free to contact me via phone or email if you have any questions. Thanks Matt S[redacted] Estimator/Project Manager France & Co c(509)860-5216 w(509)662-6139 f(509)662-6130

Attached is the statement of our lead technician who handled the majority of work completed on this project.  We will upload additional supporting documentation over the weekend.Statement of Mr. [redacted]Lead Technician for France & Co.On Sunday July 17, 2016 at approximately 4:30PM France & Co received a call from[redacted], who lives at [redacted], in regards to her back yard pool thathad burst and flooded into her neighbor’s house at [redacted], whichwas being occupied by [redacted]. I and two other technicians responded to the incidentand upon arrival we inspected the water damage, due to the initial phone call the projectsounded much worse than it actual was which is why we brought 3 technicians. Mrs. [redacted]advised that she was the responsible party and that was going to pay the bill so I had her signour contract. While signing the France & Co contract, Mrs. [redacted] and [redacted] stated thatneither of them were the homeowners of the property at [redacted]. Theyinformed me afterwards that the homeowner’s name was [redacted]. They advised to me that[redacted] was a very difficult person to get a hold of since she lived “way out, and the cell servicewas bad.” In addition, they stated that [redacted]’s son [redacted] was the “care-taker” of theproperty. Mrs. [redacted] and [redacted] took it upon themselves to call [redacted] and get the okayto proceed with any work that needed to be done. We started work extracting water and movingcontents. [redacted] showed up at the residence and came downstairs to state “do what needs to bedone to keep the tenant happy,” a position which he stated numerous times. Due to the fact thewater ran through a dog kennel, grass, and a driveway we recommended removal of the carpetand pad in one room, which [redacted] agreed to as the tenant had a terminally ill child. He asked ifwe were going to spray a mildewcide and I stated no, informing him that we were going to sprayMicroban Botaniclean, a one-step germicidal detergent, which is a common practice with ourcompany to do. [redacted] said that he either owns or works for a pest control company so he justwanted to make sure that one would be done.With this, we extracted the water, manipulated and lifted the contents with foam blocksoff the floor so we could effectively dry the concrete and applied the Microban Botaniclean.[redacted] asked if France & Co could dispose of any empty wet boxes and take her arearugs to be cleaned due to the damage. We agreed to this based on what [redacted] had told usearlier. We installed ten air movers and one “large” dehumidifier to dry out the structure. I spokewith [redacted] so he would be aware of the job’s duties and he again stated that it was fine andwhatever we had to do would be paid for by his mother [redacted] (the homeowner.) He justwanted to make sure the tenant was happy.On Monday July 18, 2016 France & Co. returned to the residence to remove the carpetout of the basement room. There were several contents in the room that we needed tomanipulate in order to move the carpet and pad. This process took two of our technicians 2.25hours each of them totaling time of work to be 4.5 hours together. In addition we bagged andloaded all the affected material into our trucks and then started on a preliminary cleaning of theconcrete floor. This includes disinfecting with the Microban Botaniclean. For the next few dayswe scheduled with [redacted] (tenant) to continue the cleaning of the floor and concretewall, where the water came through the windows and cascaded over the floor. Wednesday July 20 and Thursday July 21, 2016 the tenant’s area rugs wereprofessionally cleaned at our area rug cleaning facility inside the France & Co warehouse. Bothsides of the area rugs were thoroughly cleaned, sanitized, and dried. Then we delivered thecarpets back on July 26th.On the scheduled day of Thursday July 21, 2016 four of our technicians went to theresidence to pick up our drying equipment and do a final cleaning of the floor. They cleaned thefloor with a hot water extraction method and sprayed afterwards with the Microban Botaniclean.The tenant stated she was very happy with the work performed.Mr. [redacted] stated that France & Co was originally called to “his” rental property onThursday July 14, 2016 which is wrong information. Documents support that we were called onSunday July 17, 2016 at approximately 4:30PM. Then, adding to his statement, Mr. [redacted] insiststhere was only two France & Co employees on site when there was actually three whichincluded of myself and two other technicians. Having three technicians was due to the severityof the job that we received. The caller made it sound like there were several inches of water inthe basement and an ample amount of contents that needed to be moved.Mr. [redacted] also stated that we only “set-up” four fans and two where not plugged in. Weactually installed ten air movers and one large dehumidifier to dry out the structure. Wedetermined that the entire basement was affected and never stated that there was anunaffected room. Mr. [redacted] says that we returned a week later to return and remove thedamaged items, mitigation took approximately 96 to complete from start to finish, the dates wereJuly 17-21, 2016. Also he states that we left the “four fans” (as he said) running extra time as aninternal tactic to upcharge the bill which is not true.Mr. [redacted] is correct when stating that the France & Co box truck backed into agutter at the residence. This is located at the corner of the house and the truck broke of a pieceof the plastic gutter. I did assure him that we will fix the broken part of the gutter, butunfortunately due to it being an overly busy period this did slip by me and was not fixed in atimely manner.Sincerely,[redacted]Lead Technician