Gadsden Animal Clinic, LLC

Please allow this correspondence to serve as our factual response to [redacted] complaintThe following is a detailed summary of our sequence of events that coincide with supporting documentation we have on file: 3/28/15_1:pm - [redacted] Industries National Call Center was contacted directly by [redacted] , for assistance with a reported sewage back up3/28/15_1:pm – [redacted] of [redacted] County was dispatched and returned [redacted] call, then dispatched Crew Chief Hector G [redacted] to inspect damagesAll time stamps from this point are confirmed by vehicle tracking devices3/28/15_2:pm – Crew Chief Hector G [redacted] arrived at [redacted] home to inspect the damagesHector was told at that point to provide our estimate, because [redacted] was in the hospital, and that we should schedule work for Sunday, March 29, Hector left the site at 3:pm after discussing the scope of workHector provided our verbal pre-tax price of $and said he would provide our contract upon start of work [redacted] said that since the price was below his insurance deductible, he would pay us directly3/29/15_3:pm – Hector G [redacted] arrived on site, executed our contract with [redacted] and started our clework as described in our verbal scopeThe Bathrooms, Small Hall, and Family Room were impacted from a bathat came out of both toilets in the BathroomsSurfaces impacted consisted of non-porous ceramic tile floors and lower 2-inches of the walls in the bathroom and tile floors in the Family Room, Hall and Closets adjacent to the BathroomHector and [redacted] both walked the entire basement area to identify any other possibly impacted areasHector then began the clework and noted that all impacted areas had dried, so fecal material was removed, contents were cleaned and impacted areas disinfected accordinglySince impacted areas consisted of non-porous materials, drying equipment was not placed and our antimicrobial was allowed to dry naturally3/29/15_5:pm – Hector completed our services and advised [redacted] that although interior of vanities were not impacted, they should be disposed of, Hector also advised to contact a plumber to snake the plumbing pipes to prevent another back-upAt the conclusion of our services, it should also be noted that our crew chief Hector G [redacted] and [redacted] , again walked the entire affected area and upon satisfaction of the work, [redacted] was provided [redacted] ’s “Job Completion Customer Satisfaction” form and scored it with all 10’sIn rebuttal to [redacted] complaint, we offer the following comments: The “Protocol” that [redacted] refers to, is simply a brief statement she found on our standard Customer Information FormWe follow guidelines provided by the IICRC that describe the handling of areas impacted by Black Water or SewageIn this case, the impacted materials were non-porous ceramic tile, requiring protective equipment for technicians, removal and cleaning of contamination from affected surfaces, and the application of a disinfecting antimicrobialWe recommend the disposal of any affected porous items (which was recommended for the vanities in this case), but that is the customer’s choice as to how they want to spend their moneyIn this case, [redacted] declined removal, so only exterior impacted surfaces were cleanedIt should also be noted that [redacted] , the next contractor did not remove these items either [redacted] was also, never notified that an insurance claim was placed for the loss [redacted] did contact our office once, however, she did not dispute that she was dissatisfied with the work, but only argued that [redacted] charged too much for what we didIt should be noted that all services were provided on premium time hours on the weekend [redacted] then, apparently disputed the charges for the work with [redacted] , but our office was never notified of the dispute [redacted] , the company that provided her a page estimate report, is a reputable competitor in our market areaHowever, their account of the damages does not add up, is more than double our price, and the pictures provided to us are un-recognizableOur assessment of their estimate and services provided (Approximately week later) is as follows: aAs per our completion pictures, cleaning of the floors would not have been requiredAdditionally, there is no line item to provide extraction of water as described by [redacted] b [redacted] has in several areas of their estimate that “ceilings were cleanedUpon request, we can provide pictures where you can see from our pictures, at no time were ceilings impactedcSince [redacted] ’s services were performed almost a week later, AND since most areas were dry when we did our service, we find it very hard to believe that drying equipment would be necessarydAs indicated in our pictures, contents were moved, cleaned and placed in the tub as per [redacted] request, so contents should not have been required to be moved eVanities were cleaned by [redacted] , but it should be noted again, that [redacted] was advised to discard the vanities [redacted] does not indicate in their estimate removal and disposal either In closing, we would like to reiterate, that [redacted] walked the entire job with [redacted] ’s Crew Chief, Hector G [redacted] upon completion of our work, and scored our services with perfect 10’sOur office firmly stands behind our work, and this office has been successfully in business for yearsThe work we provided was Pre-Approved and costs were approved in advanceIt is possible that the [redacted] experienced a second loss after we completed our servicesWe may provide picture and supporting documentation for review evidence of our servicesRespectfully, Karl TS [redacted] President

Complaint [redacted] I am rejecting this response because: The business, [redacted] , is making completely claims The pictures of the areas provided in the page report from [redacted] are exactly the same areas that they reported to cleanWe had no second loss As the [redacted] report demonstrates, without a doubt, [redacted] failed to provide the contractually agreed services, ie ‘specialized restoration services’ relating to ‘sewage back up’, as identified by their Crew Chief, Hector G [redacted] and defined on their ‘WaterDamage’ information sheet we were providedIn addition, [redacted] never provided proof that they were licensed to provide those services in the first instance, as we had requested by speaking to Hector directly and then being referred to the main office/ownerWe never received a return phone call.The owner's claim that we never notified [redacted] of these issues is completely false Our date of loss was 3/28/and [redacted] supposedly cleaned the sewage issue on 3/29/(a Sunday) Shortly thereafter in speaking with ourinsurance company, we were told that [redacted] should have taken certain steps in the cleaning process that did not appear to be taken At [redacted] recommendation, we had [redacted] examine the area that [redacted] supposedly cleanedAfter finding additional untreated raw sewage, they issued a formal remediation plan on 4/8/ Within this window, we contacted [redacted] several times and requested an explanation of their failure to follow their ownprotocols, including providing evidence that they are licensed to clean up sewage Although we were assured that the owner would contact us, to date, he has failed to contact us or try to amicably settle this dispute As further evidence of [redacted] 's knowledge of these claims, after not returning our phone calls immediately following the alleged clean up, we disputed the charge with [redacted] on 4/5/ [redacted] eventually refunded our balance when [redacted] failed to respond to two separate written notices by 5/30/ In fact, the only correspondence we have received from [redacted] was their strong handed attempt to use a collection agency, [redacted] to collect payment of a bill they did not earn, nor could prove they earned through ***’s dispute resolution process In the most recent letter we received from the collection agency, dated 7/9/15, we were advised to call the business directly for further resolution attempts My wife called the [redacted] office on July 14th, explained why she was calling and was told the owner addresses these types of issues, he was out of the office and he would return her call the following day To date, he has never returned that call eitherWe are currently disputing the collection attempt and consider further legal action against [redacted] .Even in regard to our claim with the Revdex.com, prior to this response on 8/7/15, [redacted] had not responded to our claim that was filed on 6/30/ Two requests for information that were sent to [redacted] , directly by the Revdex.com, were ignored and no response providedWe received notification from the Revdex.com that either the business had not responded or is no longer in businessAdditionally, if we did not feel we had reached the resolution we felt was acceptable, we should escalate the claim to either the NJ State Atty's Office and/or the NJ Dept of Consumer AffairsAs anyone can clearly see their response is utter nonsense and complete fabrication If their position had any merit, why would they ignore the customer, [redacted] and the Revdex.com for the better part of ten weeks?As such, we repeat every aspect of our original claim If you need additional documentation, we can provide written documentation of all of the aboveRegards, [redacted]

Complaint[redacted]
I am rejecting this response because:
The business, [redacted], is making completely false claims.  The pictures of the areas provided in the 28 page report from [redacted] are exactly the same areas that they reported to clean. We had no second loss.  As the [redacted] report demonstrates, without a doubt, [redacted] failed to provide the contractually agreed services, ie ‘specialized restoration services’  relating to ‘sewage back up’, as identified by their Crew Chief, Hector G[redacted] and defined on their ‘WaterDamage’ information sheet we were provided. In addition, [redacted] never provided proof that they were licensed to provide those services in the first instance, as we had requested by speaking to Hector directly and then being referred to the main office/owner. We never received a return phone call.The owner's claim that we never notified [redacted] of these issues is completely false.  Our date of loss was 3/28/15 and [redacted] supposedly cleaned the sewage issue on 3/29/15 (a Sunday).  Shortly thereafter in speaking with ourinsurance company, we were told that [redacted] should have taken certain steps in the cleaning process that did not appear to be taken.  At [redacted] recommendation, we had [redacted] examine the area that [redacted] supposedly cleaned. After finding additional untreated raw sewage, they issued a formal remediation plan on 4/8/15.   Within this window, we contacted [redacted] several times and requested an explanation of their failure to follow their ownprotocols, including providing evidence that they are licensed to clean up sewage.  Although we were assured that the owner would contact us, to date, he has failed to contact us or try to amicably settle this dispute.  As further evidence of [redacted]'s knowledge of these claims, after not returning our phone calls immediately following the alleged clean up, we disputed the charge with [redacted] on 4/5/15. [redacted] eventually refunded our balance when [redacted] failed to respond to two separate written notices by 5/30/15.  In fact, the only correspondence we have received from [redacted] was their strong handed attempt to use a collection agency, [redacted] to collect payment of a bill they did not earn, nor could prove they earned through [redacted]’s dispute resolution process.  In the most recent letter we received from the collection agency, dated 7/9/15, we were advised to call the business directly for further resolution attempts.  My wife called the [redacted] office on July 14th, explained why she was calling and was told the owner addresses these types of issues, he was out of the office and he would return her call the following day.  To date, he has never returned that call either. We are currently disputing the collection attempt and consider further legal action against [redacted].Even in regard to our claim with the Revdex.com, prior to this response on 8/7/15, [redacted] had not responded to our claim that was filed on 6/30/15.  Two requests for information that were sent to [redacted], directly by the Revdex.com, were ignored and no response provided. We received notification from the Revdex.com that either the business had not responded or is no longer in business. Additionally, if we did not feel we had reached the resolution we felt was acceptable, we should escalate the claim to either the NJ State Atty's Office and/or the NJ Dept of Consumer Affairs. As anyone can clearly see their response is utter nonsense and complete fabrication.  If their position had any merit, why would they ignore the customer, [redacted] and the Revdex.com for the better part of ten weeks?As such, we repeat every aspect of our original claim.  If you need additional documentation, we can provide written documentation of all of the above. Regards,[redacted]