Madison Home Inspection LLC

It is correct Tactical Restoration was not hired to complete drying or perform remediation service As discussed, Farmers Insurance was contacted 1/6/and 1/20/and on the paperwork states water and mold damage The Work Authorization signed 2/27/states " I authorized Tactical Restoration to complete the necessary work to restore, rebuild, clean and/or deodorize the building structure and/or contents...etc..."True, there was no mildew smell when the work was completed 3/24/ Months went by when the smell returned Tom Holt was contacted and it was agreed upon for us to spray breach in the cabinet area at the end of the counter where the smell was found and contact him the the smell re-appear Months passed and the smell did re-appear and Tom Holt was contacted again, when we found out he left the companyNo one from the business wants to take responsibility now and the smell lingersI signed with the business for the structure to be restored, rebuilt, cleaned and/or deodorized and I want thee business to do just that Maybe the smell isn't coming from the cabinets as suspected...maybe it's in the flooring which should have all been removed per Farmers Insurance, as all the flooring was not removed, only parts of it

Tactical Restoration was not hired or paid to complete any drying or perform any remediation servicesThe customer chose to complete the remediation themselves and only hired Tactical Restoration to complete the repairs regarding the claim over months after the loss happenedNew cabinets and drywall were inspected and found no damage contributing to the smell that comes and goes months after the repairs were completedTactical Restoration does not know what is causing the smell or what has changed in the house months after the repairs were completedWe have explained that normally you would be talking to the company that you hired to complete the dryout for this type of issue if it was related to the drying of propertyWe have explained that new drywall and cabinets do not cause a mildew smellThe smell is only coming from one spot and not the entire area of repairsThank you

We are sincerely sorry you have been frustrated with your insurance company through the claim process We got involved in your project months after the loss took place The date of your loss was 05/11/and we were hired 11/11/ You stated the job amount was 8,of which you have paid 4, The contracted amount was 9,of which you have paid only your deductible of 2, Your insurance issued you checks based on the estimate amount of 9,966.26, of which you spent on unrelated items from the claim, as you told us about on multiple occasions You informed us that we would still be paid for the project, working with you on a payment plan So we completed the project providing you with an opening in your cabinets for your stove to standard size based on you telling Tactical Restoration, your insurance Agent, and Insurance adjuster that you were purchasing a new stove as the estimate with new appliances was denied by your insurance We provided you out of our pocket a new sink, disposal, and dishwasher to help you as those appliances were not going to be covered by the insurance You have stated that they were not new We only use new products You selected the products, we had them delivered to your home in the boxes We have offered to pay for the range also and install it, if you would pay your balance due or bring your account current with the payment schedule we had an agreement on You refused this option We cannot complete what you are asking unless you bring your account current We would still be more than happy to purchase the range and install it to resolve this, if you would agree to bring your account current Thank you for your time and we would really like to work with you in getting this resolved as soon as we can

We regret that Mrs*** feels this wayWhat she selected was a *** color and we used the *** ipaint which is a good, average grade paint which is what our estimate allows forThere was not a request for additional or higher grade paint, which would have cost additional money and would have been easy to do if was askedThis was never brought to our attention again until she was un-happy with the paint color that she had selected and insisted we were using the wrong colorThere was never an argument about grade until later when Mrs*** had realized it was in fact the color she selectedWhen Mrs*** asked us to stop painting, a large amount of work was already completedWe did put the job on hold as soon as she requested and no additional work was completed from that point forwardTactical did remove the drywall in the fire damaged area which is where the fire and heavy smoke damage occurredThis is standard practice for fire damage restoration in the origin of the fireRemoving the drywall causes no damage to the structure, what it did do is expose a very substandard electrical job that had been done over the years by what appears to be handymen or prior to current homeownersIn our initial estimate, we have notes stating there would be issues with how the wiring was previously completed as we could clearly see it was poorly doneOnce Mrs*** agreed to our estimate and signed our contract, we scheduled our electrician to inspect the propertyWe provided that report to the customer and adjusterThe insurance company initially told us the electrical would not be covered since it was a workmanship issue and had nothing to do with the fire (no actual direct damage such as burned wires or cut wires)We had two separate licensed electricians inspect and provide quotes for minimal repairs they would need to do to be in compliance to have minimal out of pocket cost to whomever was payingWe then provided the estimate to the homeowner as it would be their expense to move forward since it was declined by insuranceWe do not speak to policy information ever, we are not the insurance company we only can try to get approvals and were declinedIt appears they did approve at a later date once Mrs*** complained to everyone involved and we were obviously the easiest sacrificial target for frustrationWe were told by the adjuster that Mrs*** did not want to talk to us and did not want us to contact herWe had sent several emails to her trying to resolve the issues to which she has not been willing to work with usWe have refunded the deposit minus the work that was already completed at the time of her canceling our contractJust because she is not happy with the color she had selected, does not mean she does not have to pay our company in full for the work that was already completedThere is no discount beyond our contracted amounts, of the work completed, that we are willing to give at this time due to Mrs*** was not willing to work with us to resolve these issues and instead deciding to file complaints against our companyWe have a strong track record of excellent service to our customers and clearly a few areas of this process could have been more clearly explained but it seems we were used as leverage to gain additional concessions from her claimWe wish Mrs*** the best on the completion of her project and would simply wish to move on from these unfair accusations Corey G*** * ***
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*** * *** TACTICAL RESTORATION*** ** ***
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My cancellation policy is 24 hours not 48 hours. I responded to the potential customer's concern as soon as I returned to the office explaining that I misunderstood him and thought his inspection fell into the 24 hour window of the cancellation policy. I immediately emailed him apologizing when I...

realized my mistake. I also removed the cancellation fee as it did not apply to him. He had already filed the complaint before even speaking with me. He filed the complaint immediately after I made him aware of my cancellation policy and didn't even give me a chance to work with him. I feel this complaint is based solely on a misunderstanding and is in no way reflective of how I conduct business. I have a 5 star rating on Google out of 64 total and work extremely hard to maintain that. I am also a member of the Revdex.com as I feel it's important to uphold high standards a s a business operator. This person didn't choose to communicate  at all with me throughout this issue (which only begun 7 hours ago, all of which time I have been out on inspections and meeting with clients).  Furthermore, this potential client refused to sign my standard home inspection agreement in the first place. I have never had anyone refuse to sign my agreement. I can not perform an inspection for anyone without a signed inspection agreement. So technically, this person never used my services and was therefore never a client.

An estimate was provided and executed for services and pricing for those items that were completed in the house.  A smell was never brought up during the repairs or when completion was done and signed off on.  This estimate which was agreed upon does not cover everything and anything that happens to the house especially 4-5 months after the repairs were completed and does not cover items such as mitigation which we were not hired to do.  If there is a smell from the mitigation not being done or treated correctly, again we were not hired or paid for any mitigation work, just repair work.To resolve this issue and in good faith we would agree to come and remove the section of vinyl in question as long as we put in writing that you will agree to all replacement costs, if no mildew is found under the vinyl causing the smell being claimed.  There is no physical damage to the vinyl supporting that moisture is trapped under the layers causing the smell. However,  if this would help in resolving this issue so that you can see if the smell is coming from the vinyl, please let us know and we will schedule our flooring guys and a demo crew to come and remove the vinyl to see if there is an issue underneath.  Thank you and please let us know if you would like us to schedule this with you.

The paint issue was not one of my color selection; the problem was with the paint *quality*. I would never use cheap contractor paint in my house.The fact is that I asked them to stop painting; I did NOT want them to paint or repaing anything. The issue of wiring in the house does certainly belong to Tactical. They ripped down all walls in the kitchen, leaving the wiring exposed. I am  not an electrician; I depended on the contractor to know what needed. In February, over a month after taking down the drywall, they told me they could not restore the kitchen walls because the wiring did not meet code. Had they noted that in their report to the insurance adjuster in January, they would have been told we had coverage in our policy to restore the wiring to code. Instead, they asked us, the homeowners, to pay for wiring. They had an electrician out to inspect and he submitted an estimate for just over$2,300 for outlet replacement that would have done nothing to correct the code problems. Still not knowing what really needed to be done, we hired a licensed electrician for $1,500 to "bring the wiring up to code". The electrician brought in by the company we subsequently hired to finish our restoration made a detailed summary of needs and recommended a complete house rewire - that is **covered** by our policy. Tactical is either incompetent or ignorant of our policy and made no attempt to find out. My communication with Tactical has been by email. At NO time have they called me on the phone or asked me to sit down with them to talk. I have not refused anything other than to pay them for work they did not do. I reserve the right to sue for damage they did to a load-bearing wall and I refused to sign a release of liability. They have NOT provided any proof of time worked or receipts for materials. The amount they refunded is less than the initial 'invoice' (that provided no proof of anything) and they are taking money for work that was not finished.

Tactical Restoration was not hired or paid to complete any drying or perform any remediation services. The customer chose to complete the remediation themselves and only hired Tactical Restoration to complete the repairs regarding the claim over 3 months after the loss happened. New cabinets and...

drywall were inspected and found no damage contributing to the smell that comes and goes months after the repairs were completed. Tactical Restoration does not know what is causing the smell or  what has changed in the house 7 months after the repairs were completed. We have explained that normally you would be talking to the company that you hired to complete the dryout for this type of issue if it was related to the drying of property. We have explained that new drywall and cabinets do not cause a mildew smell. The smell is only coming from one spot and not the entire area of repairs. Thank you.

Our full estimate was detailed out by line item per room. Mrs. [redacted] signed a contract based on that estimate and signed a change order for additional work in the home. Mrs. [redacted] selected a paint color.  Tactical painted this color and Mrs. [redacted] ended up not liking the...

color. Mrs. [redacted] blamed her dis-like on the mix of the paint and quality of the paint. We met in the home with a paint chip provided by Mrs. [redacted], we were able to determine the paint was in fact the correct color, that she contracted with us to paint. Mrs. [redacted] agreed it was the paint she selected. She expected our company to repaint the entire thing to a different color of her selection, with no additional cost. When we explained our company could not be expected to re-paint due to her disliking the paint color she selected, all the problems started. She expressed interest in ending our contract. We told her our work was unfinished, but if she wished to end our contract, we would invoice our cost and refund the rest of her deposit as long as a "release of the job" was signed. We could not be expected to warranty unfinished work.  Mrs. [redacted] refused to sign the release, and is now filing complaints against our company.  We have provided Mrs. [redacted] by email a revised estimate of the work we completed in her home. Our total is $3,444.32 per the contract she signed. We have sent the refund of $6,555.68 to her new address.  We have provided the lien waiver document by email and have explained that a Pre-Lien on a property is standard in the State of Arizona. Tactical is not responsible for how the electrical and plumbing were previously installed incorrectly. We have provided records showing the number of hours on the project. We have been trying for weeks to settle with Mrs. [redacted] but she will not agree to meet or talk to us on the phone. We are happy to schedule to come back and fix the problems in regards to quality in the home as is the guidelines per the AZ ROC.

Revdex.com:
I accept the business' response.  However, I believe the Revdex.com should recommend and advise the business to post all possible fees on their web site and require notice and agreement to them from the customer.  Although my fee was apparently in error, even if I had cancelled within 24 hours, it would have been a fee he never notified me about during the booking process or posted on his web site.  I agree it's a reasonable fee to have within 24 hours but only if he provides proper notice to it.  You can't just throw out a fee after the fact.  Nonetheless, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
Regards,
[redacted]

We are sincerely sorry you have been frustrated with your insurance company through the claim process.  We got involved in your project 6 months after the loss took place.  The date of your loss was 05/11/15 and we were hired 11/11/15.  You stated the job amount was 8,000 of...

which you have paid 4,000.  The contracted amount was 9,966.26 of which you have paid only your deductible of 2,500.00.  Your insurance issued you checks based on the estimate amount of 9,966.26,  of which you spent on unrelated items from the claim, as you told us about on multiple occasions.  You informed us that we would still be paid for the project, working with you on a payment plan.  So we completed the project providing you with an opening in your cabinets for your stove to standard size based on you telling Tactical Restoration, your insurance Agent, and Insurance adjuster that you were purchasing a new stove as the estimate with new appliances was denied by your insurance.  We provided you out of our pocket a new sink, disposal, and dishwasher to help you as those appliances  were not going to be covered by the insurance.  You have stated that they were not new.  We only use new products.  You selected the products, we had them delivered to your home in the boxes.  We have offered to pay for the range also and install it, if you would pay your balance due or bring your account current with the payment schedule we had an agreement on.  You refused this option.  We cannot complete what you are asking unless you bring your account current.  We would still be more than happy to purchase the range and install it to resolve this, if you would agree to bring your account current.  Thank you for your time and we would really like to work with you in getting this resolved as soon as we can.

It is correct Tactical Restoration was not hired to complete drying or perform remediation service.  As discussed, Farmers Insurance was contacted 1/6/17 and 1/20/17 and on the paperwork states water and mold damage.  The Work Authorization signed 2/27/17 states " I authorized Tactical Restoration to complete the necessary work to restore, rebuild, clean and/or deodorize the building structure and/or contents...etc..."True, there was no mildew smell when the work was completed 3/24/17.  Months went by when the smell returned.  Tom Holt was contacted and it was agreed upon for us to spray breach in the cabinet area at the end of the counter where the smell was found and contact him the the smell re-appear.  Months passed and the smell did re-appear and Tom Holt was contacted again, when we found out he left the company. No one from the business wants to take responsibility now and the smell lingers. I signed with the business for the structure to be restored, rebuilt, cleaned and/or deodorized and I want thee business to do just that.  Maybe the smell isn't coming from the cabinets as suspected...maybe it's in the flooring which should have all been removed per Farmers Insurance, as all the flooring was not removed, only parts of it.