July 8, 2015Dear [redacted] ,I am writing this is response to a letter we received regarding ID# [redacted] I have reviewed the Customer Experience Information sheet that you have provided regarding the customer's complaintOur response is as follows:In regards to the estimate, the scope of work changed from when the insurance Company's adjuster first wrote his estimate and when I first visited the home, met with the customers and completed a walkthrough with the customersOur estimate was submitted to the insurance Company for review, accepted and approvedAfter the estimate was approved, the customers decided they wanted to make changes to the actual Scope of work and repairs to their homeThey decided they did not want to replace the carpet in the basement, since the carpet and pad were not removed during mitigation and they did not feel it needed to be replacedA revised estimate was provided to the customers, which reflected the changes they wanted madeCredits were given to the customer resulting in a lower estimate amountThe carpet was not on the customers estimate for repairs, nor on the contract for repair servicesThe amount of the revised estimate is reflected in the contract signed by the customersSince no carpet or pad replacement was requested by the customer or performed by Kor our affiliates for the basement, the customer was not charged.After several meetings and conversations with our CFO, and our Controller, in regards to our customers, K4's decision is as follows:A.) Damaged Contents: Kwill not be responsible for any damaged content itemsWe have spoken to all KSub Contractors that had direct access to the home during the restoration processAll have denied causing any damage to any items that were allegedly in the home Kdoes not feel that any items that the customer listed were damaged during the repair process by any KSub Contractors or affiliatesWe have photos showing the Condition of the structure upon our first visit to the homeWe also have photos of some, but not all items that were in the home upon our first visitPhotos were taken during my initial inspection and meet-and-greet with the insured'sWith both parties present during the walkthrough Khas a photo that was taken by me upon my first visit to the home, of a black folding chair in the master bedroom that clearly shows the back of the chair missingThe customer claimed that K4, or a Subcontractor of K4, damaged one black folding chairOnly one folding chair was mentioned as being damagedThe insured was certain that this item, as well as all other items that they alleged Kdamaged, were in good condition before our involvementThe customer commented that nothing was damaged by any of the other contractors that they hiredOr by the mitigation company prior to K4's repair processIt is evident that the back of the chair was damaged sometime before, during or after the mitigation process, prior to any Krepairs There were several other companies, hired by the insured, doing work at the insured's home before my initial visitAny of which could have caused alleged damage to the contentsTherefore, it's very possible that the content items that the insured listed were damaged by other means, before Kstarted any repairs There were some content items that that the customer requested to be removed from the premises, before any repairs startedThe insured labeled and marked unsalvageable items, prior to any repairs being done by KThe removal of those items was part of the final agreed scope and contract between Kand the insured'sThose items were left for us in large trash bags and labeled as trash by the insuredSigns were left on the larger items, such as box springs, mattresses, bed frames and furniture to be discardedThose were the only items that we disposed of.B.) Alleged Stolen Items: Kwill not be responsible for any alleged stolen itemsWe have spoken to all Ksub contractors that had direct access to the home during the restoration processAll have denied taking any items that were allegedly in the homeKdoes not feel that any items were taken during the repair process by any KSub Contractors or affiliatesThe alleged items that the customer listed in their emails as being stolen, and in the police report, changed several timesItems that they first claimed were missing were later found by the CustomerWhether items are actually missing or misplaced, there has been no wrong doing from Kor affiliatesKhas provided Detective [redacted] with the Anne Arundel Police Department, the requested information for the subcontractors that Kused, including company names, individual names and phone numbersBased on my recent conversations with the subcontractors; the subcontractors have not been notified by the police department.There is still a large balance due to KRestoration for the repairs to the homeWe will be invoicing the customer for the balance due in approxto business daysIf you need any further assistance or clarifications regarding this complaint, please Contact me directly.Sincerely,Curt HEstimator/Restoration Manager
Curt H [redacted] ***Rockville, MD ***Office: ###-###-#### Cell: ###-###-####Fax: ###-###-####Email: [redacted] @k4llc.comAugust 28, 2015Revdex.comKSt., NW, 10th FloorWashington, DC 20005Dear [redacted] ,I am writing this is response to a follow up letter we received from you dated August 20, 2015, regarding ID# [redacted] , for the additional concerns that our customer had regarding this caseI have reviewed their responseOur response is as follows:After the estimate was approved, the customers decided they did not want to replace the carpet in the basement, since the carpet and pad were not removed during mitigation and they did not feel it needed to be replacedA revised estimate was provided to the customers, which reflected the changes they wanted madeTherefore the topic of the carpet was not ignored, but addressed according to the customer’s request to not replace the basement carpet or padCredits were given to the customer for the carpet and pad in the basementThe carpet and pad was not on the customers estimate for repairs that they agreed to, nor on the signed contract for repair servicesSince no carpet or pad replacement was requested by the customer or performed by Kor our affiliates for the basement, the customer was not chargedNo comment was ever made by me to the customer’s about “keeping it between us and not let anyone else know”Once a claim is settled and approved by the insurance company, the insurance company settles the loss, issues a check for the ACV (Actual Cash Value), less applicable depreciation, and sends a check to the homeownersThe claim is settled based on what the insured had in their home at the time of lossIf the homeowner then wishes to make changes to the actual scope of work to be done at their home, that’s their decisionThat is in fact what the homeowners decided to doJust as the homeowner commented, it was there decision not to have hardwood floors replaced in the living room, connecting hallway and dining roomThey decided to have carpet and pad installed in those areas in lieu of the hardwood flooringThis is reflected on the estimate that they approved for work they requested at their home and on the signed contractJust as in that decision, it was also their decision not to have the carpet replaced in the basement After follow up meetings with our CFO; and our Controller, in regards to this customer, K4's decision regarding damaged contents and personal items, continues to be as follows: A.) Damaged Contents:Kwill not be responsible for any damaged content itemsWe have spoken to all Ksub contractors that had direct access to the home during the restoration processAll have denied causing any damage to any items that were allegedly in the homeKdoes not feel that any items that the customer listed were damaged during the repair process by any Ksub contractors or affiliatesWe have photos showing the condition of the structure upon our first visit to the homeWe also have photos of some, but not all items that were in the home upon our first visitPhotos were taken during my initial inspection and meet-and-greet with the insured'sWith both parties present during the walkthroughKhas a photo that was taken by me upon my first visit to the home, of a black folding chair in the master bedroom that clearly shows the back of the chair missingThe customer claimed that K4, or a subcontractor of K4, damaged one black folding chairOnly one folding chair was mentioned as being damagedThe insured was certain that this item, as well as all other items that they alleged Kdamaged, were in good condition before our involvementThe customer commented that nothing was damaged by any of the other contractors that they hiredOr by the mitigation company prior to K4's repair processIt is evident that the back of the chair was damaged sometime before, during or after the mitigation process, prior to any KrepairsThere were several other companies, hired by the insured, doing work at the insured’s home before my initial visitAny of which could have caused alleged damage to the contentsTherefore, it's very possible that the content items that the insured listed were damaged by other means, before Kstarted any repairsThere were some content items that that the customer requested to be removed from the premises, before any repairs startedThe insured labeled and marked unsalvageable items, prior to any repairs being done by KThe removal of those items was part of the final agreed scope and contract between Kand the insured'sThose items were left for us in large trash bags and labeled as trash by the insuredSigns were left on the larger items, such as box springs, mattresses, bed frames and furniture to be discardedThose were the only items that we disposed of.Page 2B.) Alleged Stolen Items: Kwill not be responsible for any alleged stolen itemsWe have spoken to all Ksub contractors that had direct access to the home during the restoration processAll have denied taking any items that were allegedly in the homeKdoes not feel that any items were taken during the repair process by any Ksub contractors or affiliates The alleged items that the customer listed in their emails as being stolen, and in the police report, changed several timesItems that they first claimed were missing were later found by the customerWhether items are actually missing or misplaced, there has been no wrong doing from Kor affiliatesKhas provided Detective [redacted] with the Anne Arundel Police Department, the requested information for the subcontractors that Kused, including company names, individual names and phone numbersBased on my recent conversations with the subcontractors; the subcontractors have not been notified by the police department.There is still a large balance due to KRestoration for the repairs to the homeWe have invoiced the customer for the balance due, with no return replyA follow up invoice will be sent to them soonIf you need any further assistance or clarifications regarding this complaint, please let us knowSincerely,Curt H***Estimator/Restoration Manager
July 8, 2015Dear [redacted] ,I am writing this is response to a letter we received regarding ID# [redacted] I have reviewed the Customer Experience Information sheet that you have provided regarding the customer's complaintOur response is as follows:In regards to the estimate, the scope of work changed from when the insurance Company's adjuster first wrote his estimate and when I first visited the home, met with the customers and completed a walkthrough with the customersOur estimate was submitted to the insurance Company for review, accepted and approvedAfter the estimate was approved, the customers decided they wanted to make changes to the actual Scope of work and repairs to their homeThey decided they did not want to replace the carpet in the basement, since the carpet and pad were not removed during mitigation and they did not feel it needed to be replacedA revised estimate was provided to the customers, which reflected the changes they wanted madeCredits were given to the customer resulting in a lower estimate amountThe carpet was not on the customers estimate for repairs, nor on the contract for repair servicesThe amount of the revised estimate is reflected in the contract signed by the customersSince no carpet or pad replacement was requested by the customer or performed by Kor our affiliates for the basement, the customer was not charged.After several meetings and conversations with our CFO, and our Controller, in regards to our customers, K4's decision is as follows:A.) Damaged Contents: Kwill not be responsible for any damaged content itemsWe have spoken to all KSub Contractors that had direct access to the home during the restoration processAll have denied causing any damage to any items that were allegedly in the home Kdoes not feel that any items that the customer listed were damaged during the repair process by any KSub Contractors or affiliatesWe have photos showing the Condition of the structure upon our first visit to the homeWe also have photos of some, but not all items that were in the home upon our first visitPhotos were taken during my initial inspection and meet-and-greet with the insured'sWith both parties present during the walkthrough Khas a photo that was taken by me upon my first visit to the home, of a black folding chair in the master bedroom that clearly shows the back of the chair missingThe customer claimed that K4, or a Subcontractor of K4, damaged one black folding chairOnly one folding chair was mentioned as being damagedThe insured was certain that this item, as well as all other items that they alleged Kdamaged, were in good condition before our involvementThe customer commented that nothing was damaged by any of the other contractors that they hiredOr by the mitigation company prior to K4's repair processIt is evident that the back of the chair was damaged sometime before, during or after the mitigation process, prior to any Krepairs There were several other companies, hired by the insured, doing work at the insured's home before my initial visitAny of which could have caused alleged damage to the contentsTherefore, it's very possible that the content items that the insured listed were damaged by other means, before Kstarted any repairs There were some content items that that the customer requested to be removed from the premises, before any repairs startedThe insured labeled and marked unsalvageable items, prior to any repairs being done by KThe removal of those items was part of the final agreed scope and contract between Kand the insured'sThose items were left for us in large trash bags and labeled as trash by the insuredSigns were left on the larger items, such as box springs, mattresses, bed frames and furniture to be discardedThose were the only items that we disposed of.B.) Alleged Stolen Items: Kwill not be responsible for any alleged stolen itemsWe have spoken to all Ksub contractors that had direct access to the home during the restoration processAll have denied taking any items that were allegedly in the homeKdoes not feel that any items were taken during the repair process by any KSub Contractors or affiliatesThe alleged items that the customer listed in their emails as being stolen, and in the police report, changed several timesItems that they first claimed were missing were later found by the CustomerWhether items are actually missing or misplaced, there has been no wrong doing from Kor affiliatesKhas provided Detective [redacted] with the Anne Arundel Police Department, the requested information for the subcontractors that Kused, including company names, individual names and phone numbersBased on my recent conversations with the subcontractors; the subcontractors have not been notified by the police department.There is still a large balance due to KRestoration for the repairs to the homeWe will be invoicing the customer for the balance due in approxto business daysIf you need any further assistance or clarifications regarding this complaint, please Contact me directly.Sincerely,Curt HEstimator/Restoration Manager
Curt H [redacted] ***Rockville, MD ***Office: ###-###-#### Cell: ###-###-####Fax: ###-###-####Email: [redacted] @k4llc.comAugust 28, 2015Revdex.comKSt., NW, 10th FloorWashington, DC 20005Dear [redacted] ,I am writing this is response to a follow up letter we received from you dated August 20, 2015, regarding ID# [redacted] , for the additional concerns that our customer had regarding this caseI have reviewed their responseOur response is as follows:After the estimate was approved, the customers decided they did not want to replace the carpet in the basement, since the carpet and pad were not removed during mitigation and they did not feel it needed to be replacedA revised estimate was provided to the customers, which reflected the changes they wanted madeTherefore the topic of the carpet was not ignored, but addressed according to the customer’s request to not replace the basement carpet or padCredits were given to the customer for the carpet and pad in the basementThe carpet and pad was not on the customers estimate for repairs that they agreed to, nor on the signed contract for repair servicesSince no carpet or pad replacement was requested by the customer or performed by Kor our affiliates for the basement, the customer was not chargedNo comment was ever made by me to the customer’s about “keeping it between us and not let anyone else know”Once a claim is settled and approved by the insurance company, the insurance company settles the loss, issues a check for the ACV (Actual Cash Value), less applicable depreciation, and sends a check to the homeownersThe claim is settled based on what the insured had in their home at the time of lossIf the homeowner then wishes to make changes to the actual scope of work to be done at their home, that’s their decisionThat is in fact what the homeowners decided to doJust as the homeowner commented, it was there decision not to have hardwood floors replaced in the living room, connecting hallway and dining roomThey decided to have carpet and pad installed in those areas in lieu of the hardwood flooringThis is reflected on the estimate that they approved for work they requested at their home and on the signed contractJust as in that decision, it was also their decision not to have the carpet replaced in the basement After follow up meetings with our CFO; and our Controller, in regards to this customer, K4's decision regarding damaged contents and personal items, continues to be as follows: A.) Damaged Contents:Kwill not be responsible for any damaged content itemsWe have spoken to all Ksub contractors that had direct access to the home during the restoration processAll have denied causing any damage to any items that were allegedly in the homeKdoes not feel that any items that the customer listed were damaged during the repair process by any Ksub contractors or affiliatesWe have photos showing the condition of the structure upon our first visit to the homeWe also have photos of some, but not all items that were in the home upon our first visitPhotos were taken during my initial inspection and meet-and-greet with the insured'sWith both parties present during the walkthroughKhas a photo that was taken by me upon my first visit to the home, of a black folding chair in the master bedroom that clearly shows the back of the chair missingThe customer claimed that K4, or a subcontractor of K4, damaged one black folding chairOnly one folding chair was mentioned as being damagedThe insured was certain that this item, as well as all other items that they alleged Kdamaged, were in good condition before our involvementThe customer commented that nothing was damaged by any of the other contractors that they hiredOr by the mitigation company prior to K4's repair processIt is evident that the back of the chair was damaged sometime before, during or after the mitigation process, prior to any KrepairsThere were several other companies, hired by the insured, doing work at the insured’s home before my initial visitAny of which could have caused alleged damage to the contentsTherefore, it's very possible that the content items that the insured listed were damaged by other means, before Kstarted any repairsThere were some content items that that the customer requested to be removed from the premises, before any repairs startedThe insured labeled and marked unsalvageable items, prior to any repairs being done by KThe removal of those items was part of the final agreed scope and contract between Kand the insured'sThose items were left for us in large trash bags and labeled as trash by the insuredSigns were left on the larger items, such as box springs, mattresses, bed frames and furniture to be discardedThose were the only items that we disposed of.Page 2B.) Alleged Stolen Items: Kwill not be responsible for any alleged stolen itemsWe have spoken to all Ksub contractors that had direct access to the home during the restoration processAll have denied taking any items that were allegedly in the homeKdoes not feel that any items were taken during the repair process by any Ksub contractors or affiliates The alleged items that the customer listed in their emails as being stolen, and in the police report, changed several timesItems that they first claimed were missing were later found by the customerWhether items are actually missing or misplaced, there has been no wrong doing from Kor affiliatesKhas provided Detective [redacted] with the Anne Arundel Police Department, the requested information for the subcontractors that Kused, including company names, individual names and phone numbersBased on my recent conversations with the subcontractors; the subcontractors have not been notified by the police department.There is still a large balance due to KRestoration for the repairs to the homeWe have invoiced the customer for the balance due, with no return replyA follow up invoice will be sent to them soonIf you need any further assistance or clarifications regarding this complaint, please let us knowSincerely,Curt H***Estimator/Restoration Manager