Unfortunately this seem to be getting no where in regards to a resoluteThis will also be our final attempt to explain and settle this disputeWe have submitted the proper and sufficient documentation to substantiate the services and invoice provide to the complainantThis job was performed "After Hours" as we responded on a Sunday date 7/30/at 11:30AM which is a weekend day and after hours, please understand that this is not a way to increase the bill, this is recognized and afforded by the insurance carriers NationwideThere was no Electrical line items performed in my laundry room besides unplugging the washer and dryer which triggered an Electrical Labor Minimum which was removed from our invoice as well as your insurance estimateThe tile was removed due to the mold which is pictured in the attached photos and water underneath them to dry out the subfloor and clean itThere was no mold remediation done as you would not allow any of the advised services, The vanity in the Bathroom only was removed because it was damaged by water up 2ft and photo documentation has been attached to this fileWe left the amount equipment required to dry your basement based on the AHAM calculations recommended by the IICRC drying instructionsThis was explained to you by your Field Adjuster with [redacted] during his inspection and walk-thru with youAll of the facts and information we have submitted can be supported with Photo documentation, signed documents and notes from your insurance carrierThey have paid our bill less the subtractions made for the Electrical Labor Minimum and Laundry TubYet you have still to address that factThe insurance company is there to help protect you from any over charging, excessive billing etcThey would not pay a bill that was erroneousAgain we are willing to accept the amount your Insurance Carrier has verified and paid to you for the mitigation performed by [redacted] in the Amount of $6,we have already reimbursed you for the alcohol and we willing to have a discussion about the pluming pipeThe Photo that you have attached is not clearWe would need a photo to show the exact location of the pipe along with a plumber's reportRespectfully,Quality Assurance Department [redacted] Restore
We here at *** Restore by America's Restoration Services pride ourselves in customer service and satisfactionWe understand and believe that our customer's are the key factor in having a successful company and reputation in the service industryWe have manage to maintain an excellent Revdex.com
score of 9over the life of our franchise existence. In regards to this specific complaint Our office received a call for emergency water damage mitigation by one of the complainant's family members stating that they had sump pumps in the home to malfunction and cause water damage throughout the entire basementThe water was more than inches high throughout with a muddy and silted substance on the floor coverings We responded to this loss site on 7/30/to start mitigation servicesWe spoke to the complainant and her son as we went over a detailed scope and plan of action to mitigate the water damage in the basementIt was relayed to us by the complainant that the home was susceptible to water damages and that they had experienced several in the past, one of which *** by America's restoration Services responded to and assisted with mitigation before. We removed the damaged carpet, pad, tile flooring, baseboards, insulation, drywall that was affected by mold from previous water intrusions and some damaged personal propertyWe cleaned the concrete flooring, treated all of the areas with an antimicrobial and set up drying equipment. The bathroom vanity was not removed due to the water valves not being able to be shut off completelyThe bottom of the vanity toe kick and the side were removed as they were heavily damaged by the water and not salvageable. There were no punctured pipes as a result of any work performed by *** RestoreWe have made several visits to the home to monitor the equipment, speak with the homeowners husband and remove the kitchenette cabinets and there were no additional water problem observed. Mold remediation was never included as a part of the services provided to this client nor was it billed as an itemThe complainant insurance company do not cover MOLD and that was communicated to the complainant several times along with the cap that was placed on the policy for damages to the home caused by sump pump failureIt was also advised that the homeowner have full mold remediation, tear out of all affected drywall, insulation and doors which they adamantly denied stating that they only had 10,of coverage and couldn't afford to pay any additional monies to have the remediation performed correctly by protocolIn fact the complainant did not allow us to remove the amount of drywall that should've been removed which was 2ft high around the entire basement. The drywall that was removed had been agreed with the complainant only after several conversations of convincing to do at least the minimum. Again the vanity was heavily damaged as well as the vinyl tile in the Laundry Room, mud was on the surface of the tiles and water was underneath. We never issued any statements in regards to mold not being present before of after the mitigation work and in fact the complainant signed a Mold Notification Form and Refusal Of Service Form to document the event. They insured did in fact use our services in August of and but the scope of work was quite different along with the damages and services provided. The invoice $did not include any MOLD Remediation, only Air Movers and no floor covering removal. We have provided all of the services that are indicated on the final invoice submitted to the complainants insurance carrierThey in fact paid the total invoice without adjustment to the complainant We most certainly did not trash the basement and provided more that quality services even though the complainants denied the necessary services to totally remediate and dry out this basement thoroughlyThe service invoice that was marked up by *** ***-Claim Specialist for *** *** totaled less that and everything that was questioned was performed and included, remove and reset the washer and dryer, laundry tub, this was all done to remove the tile flooringTrash/debris removal, we removed all of the carpet, pad, baseboards, drywall that was cut, insulation, some contents and tile flooringand a half truck loadsWe monitored the equipment every day the equipment was there which was daysThe adjuster never agreed that this bill was totally inflated as again the paid the invoice in it's entiretyWe have a copy of the invoice from work done in and it reflects completely the opposite of what the complainant is insinuatingTimes more work was performed and executed during this scopeWe had men in this basement for hrs each which is total labor hors and then another crew came back to remove lower cabinets in the Kitchenette area men hour for additional hours totaling the Labor Hours worked to It appears that the complainant is attempting to make our company look bad as a tactic to reduce the invoice for the services that was provided to them in their time of need. The total invoice has been paid to the complainant by the insurance company yet they refuse to pay for services provided and accurately billedFrom the beginning the complainant stated that they didn't have the funds to both mitigate and rebuild the basement and pointed that out several times during the projectThey were giving a ball park figure and it is reflected on the Emergency Work Authorization of 7,200. What the complainant went through with ServPro may be a pattern of not wanting to pay for services provided and only willing to negotiate what they think is fair not what's actual based on our market and scope as recognized and approved by the insurance industryWe offered to replace a bottle of alcohol that was broken as that was the only viable item and we immediately alerted the complainant when the bottle fell from the bar area during the removal of the carpetThe vanity was damaged by the water and documented via photos, there was no damage to any plumbing fixtures in this home by *** as verified by multiple inspections and brought up to us weeks after our last visit to this homeIn closing this Complaint as you can see from our rebuttal has no merit, if we had any liability or wrong doing on our part we would be more than happy to compensate the complainant and reconcileUnfortunately that is just not the case.Respectfully,Quality Control Department*** Restore By America's Restoration Services
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: This will be my last and final response!! Your team was not in my house as many hours as they stated.It was not after hours as you have stated on this bill!! They didn't do any Electrical in my laundry room!! They should have tore up my tile is there wasn't any Mold mediation done? Why did they destroy both of my vanity cabinets,if there was mold mediation done? Yes,You removed the Carpet and padding (Thank you) but did that cost $5000 dollars more? According to yours words to my Fiance' its called inflation! Let's address the issue of machines being left to dry my basement.Last time you left 4!! So,now you leave double to dry the same basement with less flood damage? Just so you could charge more,that's why.Again my agent pointed out that just to start $1824.17(Attached) should be subtracted.Labor hours reduced,pipe being fixed fees (that your staff cut into.Attached),Bathroom vanity replacement, Kitchen area vanity being repaired..Like I said $3500...$6000 will not be accepted. If we can't come eye to eye with this issue.I'm good with settling it in the public eye & court! Regards,
[redacted]
Unfortunately this seem to be getting no where in regards to a resolute. This will also be our final attempt to explain and settle this dispute. We have submitted the proper and sufficient documentation to substantiate the services and invoice provide to the complainant. This job was performed "After Hours" as we responded on a Sunday date 7/30/17 at 11:30AM which is a weekend day and after hours, please understand that this is not a way to increase the bill, this is recognized and afforded by the insurance carriers Nationwide. There was no Electrical line items performed in my laundry room besides unplugging the washer and dryer which triggered an Electrical Labor Minimum which was removed from our invoice as well as your insurance estimate. The tile was removed due to the mold which is pictured in the attached photos and water underneath them to dry out the subfloor and clean it. There was no mold remediation done as you would not allow any of the advised services, The vanity in the Bathroom only was removed because it was damaged by water up 2ft and photo documentation has been attached to this file. We left the amount equipment required to dry your basement based on the AHAM calculations recommended by the IICRC drying instructions. This was explained to you by your Field Adjuster with [redacted] during his inspection and walk-thru with you. All of the facts and information we have submitted can be supported with Photo documentation, signed documents and notes from your insurance carrier. They have paid our bill less the subtractions made for the Electrical Labor Minimum and Laundry Tub. Yet you have still to address that fact. The insurance company is there to help protect you from any over charging, excessive billing etc. They would not pay a bill that was erroneous. Again we are willing to accept the amount your Insurance Carrier has verified and paid to you for the mitigation performed by [redacted] in the Amount of $6,000.00 we have already reimbursed you for the alcohol and we willing to have a discussion about the pluming pipe. The Photo that you have attached is not clear. We would need a photo to show the exact location of the pipe along with a plumber's report. Respectfully,Quality Assurance Department[redacted] Restore
Unfortunately this seem to be getting no where in regards to a resoluteThis will also be our final attempt to explain and settle this disputeWe have submitted the proper and sufficient documentation to substantiate the services and invoice provide to the complainantThis job was performed "After Hours" as we responded on a Sunday date 7/30/at 11:30AM which is a weekend day and after hours, please understand that this is not a way to increase the bill, this is recognized and afforded by the insurance carriers NationwideThere was no Electrical line items performed in my laundry room besides unplugging the washer and dryer which triggered an Electrical Labor Minimum which was removed from our invoice as well as your insurance estimateThe tile was removed due to the mold which is pictured in the attached photos and water underneath them to dry out the subfloor and clean itThere was no mold remediation done as you would not allow any of the advised services, The vanity in the Bathroom only was removed because it was damaged by water up 2ft and photo documentation has been attached to this fileWe left the amount equipment required to dry your basement based on the AHAM calculations recommended by the IICRC drying instructionsThis was explained to you by your Field Adjuster with [redacted] during his inspection and walk-thru with youAll of the facts and information we have submitted can be supported with Photo documentation, signed documents and notes from your insurance carrierThey have paid our bill less the subtractions made for the Electrical Labor Minimum and Laundry TubYet you have still to address that factThe insurance company is there to help protect you from any over charging, excessive billing etcThey would not pay a bill that was erroneousAgain we are willing to accept the amount your Insurance Carrier has verified and paid to you for the mitigation performed by [redacted] in the Amount of $6,we have already reimbursed you for the alcohol and we willing to have a discussion about the pluming pipeThe Photo that you have attached is not clearWe would need a photo to show the exact location of the pipe along with a plumber's reportRespectfully,Quality Assurance Department [redacted] Restore
We here at *** Restore by America's Restoration Services pride ourselves in customer service and satisfactionWe understand and believe that our customer's are the key factor in having a successful company and reputation in the service industryWe have manage to maintain an excellent Revdex.com
score of 9over the life of our franchise existence. In regards to this specific complaint Our office received a call for emergency water damage mitigation by one of the complainant's family members stating that they had sump pumps in the home to malfunction and cause water damage throughout the entire basementThe water was more than inches high throughout with a muddy and silted substance on the floor coverings We responded to this loss site on 7/30/to start mitigation servicesWe spoke to the complainant and her son as we went over a detailed scope and plan of action to mitigate the water damage in the basementIt was relayed to us by the complainant that the home was susceptible to water damages and that they had experienced several in the past, one of which *** by America's restoration Services responded to and assisted with mitigation before. We removed the damaged carpet, pad, tile flooring, baseboards, insulation, drywall that was affected by mold from previous water intrusions and some damaged personal propertyWe cleaned the concrete flooring, treated all of the areas with an antimicrobial and set up drying equipment. The bathroom vanity was not removed due to the water valves not being able to be shut off completelyThe bottom of the vanity toe kick and the side were removed as they were heavily damaged by the water and not salvageable. There were no punctured pipes as a result of any work performed by *** RestoreWe have made several visits to the home to monitor the equipment, speak with the homeowners husband and remove the kitchenette cabinets and there were no additional water problem observed. Mold remediation was never included as a part of the services provided to this client nor was it billed as an itemThe complainant insurance company do not cover MOLD and that was communicated to the complainant several times along with the cap that was placed on the policy for damages to the home caused by sump pump failureIt was also advised that the homeowner have full mold remediation, tear out of all affected drywall, insulation and doors which they adamantly denied stating that they only had 10,of coverage and couldn't afford to pay any additional monies to have the remediation performed correctly by protocolIn fact the complainant did not allow us to remove the amount of drywall that should've been removed which was 2ft high around the entire basement. The drywall that was removed had been agreed with the complainant only after several conversations of convincing to do at least the minimum. Again the vanity was heavily damaged as well as the vinyl tile in the Laundry Room, mud was on the surface of the tiles and water was underneath. We never issued any statements in regards to mold not being present before of after the mitigation work and in fact the complainant signed a Mold Notification Form and Refusal Of Service Form to document the event. They insured did in fact use our services in August of and but the scope of work was quite different along with the damages and services provided. The invoice $did not include any MOLD Remediation, only Air Movers and no floor covering removal. We have provided all of the services that are indicated on the final invoice submitted to the complainants insurance carrierThey in fact paid the total invoice without adjustment to the complainant We most certainly did not trash the basement and provided more that quality services even though the complainants denied the necessary services to totally remediate and dry out this basement thoroughlyThe service invoice that was marked up by *** ***-Claim Specialist for *** *** totaled less that and everything that was questioned was performed and included, remove and reset the washer and dryer, laundry tub, this was all done to remove the tile flooringTrash/debris removal, we removed all of the carpet, pad, baseboards, drywall that was cut, insulation, some contents and tile flooringand a half truck loadsWe monitored the equipment every day the equipment was there which was daysThe adjuster never agreed that this bill was totally inflated as again the paid the invoice in it's entiretyWe have a copy of the invoice from work done in and it reflects completely the opposite of what the complainant is insinuatingTimes more work was performed and executed during this scopeWe had men in this basement for hrs each which is total labor hors and then another crew came back to remove lower cabinets in the Kitchenette area men hour for additional hours totaling the Labor Hours worked to It appears that the complainant is attempting to make our company look bad as a tactic to reduce the invoice for the services that was provided to them in their time of need. The total invoice has been paid to the complainant by the insurance company yet they refuse to pay for services provided and accurately billedFrom the beginning the complainant stated that they didn't have the funds to both mitigate and rebuild the basement and pointed that out several times during the projectThey were giving a ball park figure and it is reflected on the Emergency Work Authorization of 7,200. What the complainant went through with ServPro may be a pattern of not wanting to pay for services provided and only willing to negotiate what they think is fair not what's actual based on our market and scope as recognized and approved by the insurance industryWe offered to replace a bottle of alcohol that was broken as that was the only viable item and we immediately alerted the complainant when the bottle fell from the bar area during the removal of the carpetThe vanity was damaged by the water and documented via photos, there was no damage to any plumbing fixtures in this home by *** as verified by multiple inspections and brought up to us weeks after our last visit to this homeIn closing this Complaint as you can see from our rebuttal has no merit, if we had any liability or wrong doing on our part we would be more than happy to compensate the complainant and reconcileUnfortunately that is just not the case.Respectfully,Quality Control Department*** Restore By America's Restoration Services
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: This will be my last and final response!! Your team was not in my house as many hours as they stated.It was not after hours as you have stated on this bill!! They didn't do any Electrical in my laundry room!! They should have tore up my tile is there wasn't any Mold mediation done? Why did they destroy both of my vanity cabinets,if there was mold mediation done? Yes,You removed the Carpet and padding (Thank you) but did that cost $5000 dollars more? According to yours words to my Fiance' its called inflation! Let's address the issue of machines being left to dry my basement.Last time you left 4!! So,now you leave double to dry the same basement with less flood damage? Just so you could charge more,that's why.Again my agent pointed out that just to start $1824.17(Attached) should be subtracted.Labor hours reduced,pipe being fixed fees (that your staff cut into.Attached),Bathroom vanity replacement, Kitchen area vanity being repaired..Like I said $3500...$6000 will not be accepted. If we can't come eye to eye with this issue.I'm good with settling it in the public eye & court! Regards,
[redacted]
Unfortunately this seem to be getting no where in regards to a resolute. This will also be our final attempt to explain and settle this dispute. We have submitted the proper and sufficient documentation to substantiate the services and invoice provide to the complainant. This job was performed "After Hours" as we responded on a Sunday date 7/30/17 at 11:30AM which is a weekend day and after hours, please understand that this is not a way to increase the bill, this is recognized and afforded by the insurance carriers Nationwide. There was no Electrical line items performed in my laundry room besides unplugging the washer and dryer which triggered an Electrical Labor Minimum which was removed from our invoice as well as your insurance estimate. The tile was removed due to the mold which is pictured in the attached photos and water underneath them to dry out the subfloor and clean it. There was no mold remediation done as you would not allow any of the advised services, The vanity in the Bathroom only was removed because it was damaged by water up 2ft and photo documentation has been attached to this file. We left the amount equipment required to dry your basement based on the AHAM calculations recommended by the IICRC drying instructions. This was explained to you by your Field Adjuster with [redacted] during his inspection and walk-thru with you. All of the facts and information we have submitted can be supported with Photo documentation, signed documents and notes from your insurance carrier. They have paid our bill less the subtractions made for the Electrical Labor Minimum and Laundry Tub. Yet you have still to address that fact. The insurance company is there to help protect you from any over charging, excessive billing etc. They would not pay a bill that was erroneous. Again we are willing to accept the amount your Insurance Carrier has verified and paid to you for the mitigation performed by [redacted] in the Amount of $6,000.00 we have already reimbursed you for the alcohol and we willing to have a discussion about the pluming pipe. The Photo that you have attached is not clear. We would need a photo to show the exact location of the pipe along with a plumber's report. Respectfully,Quality Assurance Department[redacted] Restore