Mammoth Restoration & Construction

June 1, 2016RE: Complaint ID [redacted] - [redacted] Dear Ms***Our mission at Mammoth is to Get It Right by living our core value of compassion with a commitment to communication and accountabilityIt deeply pains us when we fail to create a “cheer leader” customer when they interact with us.In regards to this specific complaint, we feel that we had fully addressed the concerns that were outlined in the first customer letter sent on May 28, We stand by the response we had crafted and submitted on May 4, 2016.There is one comment from the customer’s 5/18/letter that we would like to directly addressAs stated by the customer, “How dare this company leave me and my family without heat for over a month!” This statement is simply inaccuratePer the letter the customer sent on May 28, 2016, “I run this propane stove to heat my entire home in the spring and shout down the HVAC system”The customer had access to heat and was not left in a position without heat.When we closed our May 4, letter, we stated that we needed to assume the customer did not want to go forward with the repair processMammoth came to that conclusion since there is no signed contract for the repairs and the customer was not responding to our communication attemptsMammoth accepts the customer’s statement that “it’s safe to assume Mammoth will not do the repair work in my home.”At this time, Mammoth considers this matter closed.Best regards,David J M [redacted] Southeastern Pennsylvania Mammoth Restoration Branch Manager###-###-####Build itRestore itGet it right.Emergency Response Line: ###-###-####Office: ###-###-#### Fax: ###-###-#### [redacted]

May 4, 2016RE: Complaint ID [redacted] - [redacted] Dear Ms. ***:Our mission at Mammoth is to Get It Right by living our core value of compassion with a commitment to communication and accountability. It deeply pains us when we fail to create a “cheer leader” customer when they interact with... us.In regards to this specific complaint, we are surprised to see a letter dated April 28, 2016. On April 27, 2016, Mammoth had agreed to have a plumber reconnect the heater at Mammoth’s expense. The reconnection was scheduled for and completed on April 28, 2016.The decision was made to go forward with Mammoth paying for the reconnection of the heater due to several communication issues:Mammoth was struggling to receive approval from the insurance carrier for the estimateThe customer never communicated to us that the insurance carrier had provided her the approval and the fundsfor the estimateThe customer requested tight 30 minute deadlines to perform work in the homeTo date, the customer has failed to respond to any of follow ups since the reconnection of the heater took place on April 28, 2016.In closing, there is no signed contract for the requested repair work. We are not receiving any response from the customer.At this point, Mammoth needs to make the assumption that the customer does not want to move forward with the repair work.Best regards,David J M [redacted] Southeastern Pennsylvania Mammoth Restoration Branch Manager

Thanks for taking the ***e to speak with me regarding complaint [redacted] last weekHopefully this information attached here will help show how we responded to Dr [redacted] ’s complaint in a prompt, professional way, and how we were able to resolve things with him I’ve included here the job notes from our management software, an industry standard tool called PSAIt allows us to track all emails sent to customers, as well as entering “log notes” which are essentially ***e-stamped notes about anything that may happen over the course of our workWe did formerly have email records of our correspondence with Mr [redacted] , but we had a catastrophic email server failure last year which unfortunately erased all of that [redacted] is our Operations Manager, and was the primary point of contact speaking with Mr [redacted] [redacted] is responsible for invoicingThe notes are in reverse chronological order: most recent at the top, oldest at the bottomWhat you’re seeing is an initial invoice sent out, before we realized there were problemsWhen Dr [redacted] received the invoice and was unhappy, we immediately contacted him to try to resolve it, but played phone tag for a few days (see the notes from [redacted] ***) On 10/1/ [redacted] was able to reach Dr [redacted] and they were able to come to an agreement, at which point [redacted] asked [redacted] to re-invoice, and she did I hope this clears things up a little bitPlease let me know if this is satisfactory to resolve this complaint, or if you need more information

I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,
*** ***

June 1, 2016RE: Complaint ID *** - *** *** Dear Ms***Our mission at Mammoth is to Get It Right by living our core value of compassion with a commitment to communication and accountabilityIt deeply pains us when we fail to create a “cheer leader” customer when they interact with us.In regards to this specific complaint, we feel that we had fully addressed the concerns that were outlined in the first customer letter sent on May 28, We stand by the response we had crafted and submitted on May 4, 2016.There is one comment from the customer’s 5/18/letter that we would like to directly addressAs stated by the customer, “How dare this company leave me and my family without heat for over a month!” This statement is simply inaccuratePer the letter the customer sent on May 28, 2016, “I run this propane stove to heat my entire home in the spring and shout down the HVAC system”The customer had access to heat and was not left in a position without heat.When we closed our May 4, letter, we stated that we needed to assume the customer did not want to go forward with the repair processMammoth came to that conclusion since there is no signed contract for the repairs and the customer was not responding to our communication attemptsMammoth accepts the customer’s statement that “it’s safe to assume Mammoth will not do the repair work in my home.”At this time, Mammoth considers this matter closed.Best regards,David J M***Southeastern Pennsylvania Mammoth Restoration Branch Manager###-###-####Build itRestore itGet it right.Emergency Response Line: ###-###-####Office: ###-###-#### Fax: ###-###-####*** ** *** *** *** *** ** *** ***

Re: Complaint #*** Our company was first contacted on 4-27-in regards to a water loss, described as being from a shower in the master bathWe went to the site and did an initial scope and preliminary ballpark estimate of $700-$to take care of the initial mitigation - in other words,
to dry out the propertyWe do not provide ballpark estimates of repair work at this early stage; it is impossible to judge what repairs will be needed until the drying process is completeWe began the dryout on 5/15/Our two drying tools, a dehumidifier and an air mover, were plugged into a wall outlet, but the additional electric load from these is negligibleOn 5/18/2015, we returned to monitor progress, and discovered that a valve had leakedThis valve had been shut off as of 5/15/It is unclear to us what caused the valve to leak - when tightened further, the valve stopped leakingWe continued the drying process, but the area that was wet as a result of the leaking valve would not dryWhen materials cannot be dried, it is necessary to remove them instead to protect against the potential for microbial growth and other related damageTherefore, we removed the flooringWe finished the work on 5/19/2015, at which point all materials were dry and the mitigation phase of the project was completeWe attempted to make contact with the homeowner on 5/19, 5/20, 5/21, and finally reached the homeowner on 5/An appointment was set to sign a Certificate of Completion on 5/We checked in on 5/to be sure that the appointment was still convenient for the homeowner, and at that time the homeowner stated that they would not sign anything until the job is completeAt that point, we explained again that the initial mitigation was separate from the repairs, but the homeowner still refused to signThe bulk of the homeowner's complaint seems to focus on the fact that Mammoth did not complete repairsWhile we do offer repairs, there are situations where it is impossible to offer repair while also meeting our strict standards for qualityFor that reason, we do not guarantee that we can perform repairs, nor are they estimated at the time that we estimate the initial mitigation componentAt no point did we promise or guarantee to the homeowner that we would complete repairs, only that the repair department would be in touch to discussAfter mitigation was completed, we left messages for the homeowner and spoke with the homeowner several times, each time indicating that we would not be able to do her construction work and suggesting that the homeowner find an alternative contractorThe final cost for the mitigation was less than initially estimated, and the customer received a refund on her initial deposit, along with a detailed explanation of exactly what had been doneAt no point were repairs guaranteed in any of this documentation

Re: Complaint #*** Our company was first contacted on 4-27-in regards to a water loss, described as being from a shower in the
master bathWe went to the site and did an initial scope and preliminary ballpark estimate of $700-$to take care of the initial mitigation - in other words, to dry out the propertyWe do not provide ballpark estimates of repair work at this early stage; it is impossible to judge what repairs will be needed until the drying process is completeWe began the dryout on 5/15/Our two drying tools, a dehumidifier and an air mover, were plugged into a wall outlet, but the additional electric load from these is negligibleOn 5/18/2015, we returned to monitor progress, and discovered that a valve had leakedThis valve had been shut off as of 5/15/It is unclear to us what caused the valve to leak - when tightened further, the valve stopped leakingWe continued the drying process, but the area that was wet as a result of the leaking valve would not dryWhen materials cannot be dried, it is necessary to remove them instead to protect against the potential for microbial growth and other related damageTherefore, we removed the flooringWe finished the work on 5/19/2015, at which point all materials were dry and the mitigation phase of the project was completeWe attempted to make contact with the homeowner on 5/19, 5/20, 5/21, and finally reached the homeowner on 5/An appointment was set to sign a Certificate of Completion on 5/We checked in on 5/to be sure that the appointment was still convenient for the homeowner, and at that time the homeowner stated that they would not sign anything until the job is completeAt that point, we explained again that the initial mitigation was separate from the repairs, but the homeowner still refused to signThe bulk of the homeowner's complaint seems to focus on the fact that Mammoth did not complete repairsWhile we do offer repairs, there are situations where it is impossible to offer repair while also meeting our strict standards for qualityFor that reason, we do not guarantee that we can perform repairs, nor are they estimated at the time that we estimate the initial mitigation componentAt no point did we promise or guarantee to the homeowner that we would complete repairs, only that the repair department would be in touch to discussAfter mitigation was completed, we left messages for the homeowner and spoke with the homeowner several times, each time indicating that we would not be able to do her construction work and suggesting that the homeowner find an alternative contractorThe final cost for the mitigation was less than initially estimated, and the customer received a refund on her initial deposit, along with a detailed explanation of exactly what had been doneAt no point were repairs guaranteed in any of this documentation

May 4, 2016RE: Complaint ID [redacted] - [redacted]
Dear Ms. [redacted]:Our mission at Mammoth is to Get It Right by living our core value of compassion with a commitment to communication and accountability. It deeply pains us when we fail to create a “cheer leader” customer when...

they interact with us.In regards to this specific complaint, we are surprised to see a letter dated April 28, 2016. On April 27, 2016, Mammoth had agreed to have a plumber reconnect the heater at Mammoth’s expense. The reconnection was scheduled for and completed on April 28, 2016.
The decision was made to go forward with Mammoth paying for the reconnection of the heater due to several communication issues:Mammoth was struggling to receive approval from the insurance carrier for the estimateThe customer never communicated to us that the insurance carrier had provided her the approval and the fundsfor the estimateThe customer requested tight 30 minute deadlines to perform work in the homeTo date, the customer has failed to respond to any of follow ups since the reconnection of the heater took place on April 28, 2016.
In closing, there is no signed contract for the requested repair work. We are not receiving any response from the customer.At this point, Mammoth needs to make the assumption that the customer does not want to move forward with the repair work.Best regards,David J M[redacted]Southeastern Pennsylvania Mammoth Restoration Branch Manager

May 4, 2016RE: Complaint ID [redacted] - [redacted] Dear Ms. [redacted]:Our mission at Mammoth is to Get It Right by living our core value of compassion with a commitment to communication and accountability. It deeply pains us when we fail to create a “cheer leader” customer when they interact with...

us.In regards to this specific complaint, we are surprised to see a letter dated April 28, 2016. On April 27, 2016, Mammoth had agreed to have a plumber reconnect the heater at Mammoth’s expense. The reconnection was scheduled for and completed on April 28, 2016.The decision was made to go forward with Mammoth paying for the reconnection of the heater due to several communication issues:Mammoth was struggling to receive approval from the insurance carrier for the estimateThe customer never communicated to us that the insurance carrier had provided her the approval and the fundsfor the estimateThe customer requested tight 30 minute deadlines to perform work in the homeTo date, the customer has failed to respond to any of follow ups since the reconnection of the heater took place on April 28, 2016.In closing, there is no signed contract for the requested repair work. We are not receiving any response from the customer.At this point, Mammoth needs to make the assumption that the customer does not want to move forward with the repair work.Best regards,David J M[redacted]Southeastern Pennsylvania Mammoth Restoration Branch Manager

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

June 1, 2016RE: Complaint ID [redacted] - [redacted]
Dear Ms. [redacted]Our mission at Mammoth is to Get It Right by living our core value of compassion with a commitment to communication and accountability. It deeply pains us when we fail to create a “cheer leader” customer when they interact with us.In regards to this specific complaint, we feel that we had fully addressed the concerns that were outlined in the first customer letter sent on May 28, 2016. We stand by the response we had crafted and submitted on May 4, 2016.There is one comment from the customer’s 5/18/2016 letter that we would like to directly address. As stated by the customer, “How dare this company leave me and my family without heat for over a month!” This statement is simply inaccurate. Per the letter the customer sent on May 28, 2016, “I run this propane stove to heat my entire home in the spring and shout down the HVAC system”. The customer had access to heat and was not left in a position without heat.When we closed our May 4, 2016 letter, we stated that we needed to assume the customer did not want to go forward with the repair process. Mammoth came to that conclusion since there is no signed contract for the repairs and the customer was not responding to our communication attempts. Mammoth accepts the customer’s statement that “it’s safe to assume Mammoth will not do the repair work in my home.”At this time, Mammoth considers this matter closed.Best regards,David J M[redacted]Southeastern Pennsylvania Mammoth Restoration Branch Manager###-###-####Build it. Restore it. Get it right.Emergency Response Line: ###-###-####Office: ###-###-#### Fax: ###-###-####[redacted]

Thanks for taking the [redacted]e to speak with me regarding complaint [redacted] last week. Hopefully this information attached here will help show how we responded to Dr. [redacted]’s...

complaint in a prompt, professional way, and how we were able to resolve things with him. 
I’ve included here the job notes from our management software, an industry standard tool called PSA. It allows us to track all emails sent to customers, as well as entering “log notes” which are essentially [redacted]e-stamped notes about anything that may happen over the course of our work. We did formerly have email records of our correspondence with Mr. [redacted], but we had a catastrophic email server failure last year which unfortunately erased all of that.
 
[redacted] is our Operations Manager, and was the primary point of contact speaking with Mr. [redacted]. [redacted] is responsible for invoicing. The notes are in reverse chronological order: most recent at the top, oldest at the bottom. What you’re seeing is an initial invoice sent out, before we realized there were problems. When Dr. [redacted] received the invoice and was unhappy, we immediately contacted him to try to resolve it, but played phone tag for a few days (see the notes from [redacted]).  On 10/1/2014 [redacted] was able to reach Dr. [redacted] and they were able to come to an agreement, at which point [redacted] asked [redacted] to re-invoice, and she did.
 
I hope this clears things up a little bit. Please let me know if this is satisfactory to resolve this complaint, or if you need more information.

Review: Water Heater broke Easter Weekend and leaked all over. One of the companies my insurance Co, [redacted] recommended was Mammoth(was [redacted] restoration until Mammoth took over) came out Easter Monday, March 28, 2016 in the evening. The 2 guys ripped up the carpet, uninstalled my freestanding proprane stove and began the drying process in both parts of my split basement. When my stove was uninstalled, they did not tell me they were going to leave it uninstalled. I run this propane stove to heat my entire home in the spring and shut down the HVAC system. I am a single mother of 1, work 2 jobs and am in the process of conceiving another child. It's been a month now, and my propane heater is not installed yet. I've spoken and have followed up numerous times with the employees of Mammoth and have gotten nowhere. The same answer they tell me, is the insurance is not going to pay for the hook up since this falls on the repair side. I would think since they've disconnected they would be liable to reinstall my heater but are saying to me this up to an 'internal communication issue' and just say they are sorry without action.

I was waiting for an estimate from Dan at Mammoth, but he failed to respond as promised. I've spoken with Sam, the woman who runs the office a bunch of times without resolution but I get a call back right away. I've spoken with Michael a litigator, who told put me in touch with a plumber to reconnect, but then later told me(after the plumber failed to schedule with me) that he was glad the plumber didn't come out since the expense would be on me since my insurance will not pay to connect, then reconnect and redo once the repair/carpets are installed. The company fails to take responsibility for their actions and does not follow though. If they let the ball drop, why can't they easily fix it?

On Saturday morning 4/16/16 a man named Alex from Mammoth came out and took estimates. I was very clear in telling them I wanted their estimate to repair and wanted my stove hooked back up. On Tuesday, at

Alex's request, [redacted] plumbing in [redacted] came out to my home to provide them with an estimate to hook up the stove. The plumber told me he estimated 30 min and would put a flexible pipe in so it could connect and reconnect easily with or without the carpet and then check for leaks(unlike what Michael from Mammoth informed me). [redacted] plumbing did not find the connecting piece for my stove while there and since Mammoth uninstalled it. I also received a call from Scott at Mammoth on Tuesday 4/16 stating he didn't know how this happened but they failed to obtain(they let the ball drop again) and needed a carpet swatch, different from what my [redacted] adjuster had taken. I left a 8 x 10 square wit the carpet padding outside of my home for him to pick up. I assume he did because it was not there when I got home from work.

This evening, April 27, after I got home from work, I called Alex as he instructed(since I did not her from anyone at Mammoth) and informed I hadn't heard from anyone. He told me he'd make a call and someone would get back with me. Shortly thereafter, I received a call from Andrew at Mammoth who wanted to make sure I wanted them to do the repair. I informed him I was still waiting for their estimate but of course I did as I was the one reaching out and following up on their negligence for the last month. I informed him of my propane stove issues and wanted it fixed as it's been 4 weeks I have not been able to heat my home with this stove. He said he'd get back with me after trying to play hardball. I then get a call from their branch manager who says its not part of the contract and the reason no one has been out is because they are waiting for my insurance to approve the estimate. I told the branch manager I am waiting for their estimate since I pay them and I want my stove hooked back up. This guy is now trying to play hardball and appears is wasting my time as well.He tells me he will send me the estimate Mammoth sent my insurance company on Friday 4/29/16 because his child is having surgery tomorrow.

What a round around and horrible experience this has been with Mammoth. I have nothing good to say except the company was quick to swoop in and get the business but have left me hanging without resolution and the ability to costly heat my home. Too much follow up on my part, too much nonsense and hot air on theirs and without action. I've spoken with so many folks at mammoth and have put many hours of my own time in following up.

Unacceptable.Desired Settlement: 1. Hook my stove back up at YOUR expense.

2. Provide me your estimate for repair asap.

3. Follow through on promises, without further surprises/expense to home owner

Business

Response:

May 4, 2016RE: Complaint ID [redacted] - [redacted] Dear Ms. [redacted]:Our mission at Mammoth is to Get It Right by living our core value of compassion with a commitment to communication and accountability. It deeply pains us when we fail to create a “cheer leader” customer when they interact with us.In regards to this specific complaint, we are surprised to see a letter dated April 28, 2016. On April 27, 2016, Mammoth had agreed to have a plumber reconnect the heater at Mammoth’s expense. The reconnection was scheduled for and completed on April 28, 2016.The decision was made to go forward with Mammoth paying for the reconnection of the heater due to several communication issues:Mammoth was struggling to receive approval from the insurance carrier for the estimateThe customer never communicated to us that the insurance carrier had provided her the approval and the fundsfor the estimateThe customer requested tight 30 minute deadlines to perform work in the homeTo date, the customer has failed to respond to any of follow ups since the reconnection of the heater took place on April 28, 2016.In closing, there is no signed contract for the requested repair work. We are not receiving any response from the customer.At this point, Mammoth needs to make the assumption that the customer does not want to move forward with the repair work.Best regards,David J M[redacted]Southeastern Pennsylvania Mammoth Restoration Branch Manager

Review: This company charged an exorbitant amount for drying and cleaning rugs/floors for water damage. They billed my business for mitigation services like tearing out non-salva floating floor which was not done. They charged 4 hours of take down cost to remove their equipment that was only there in use for 12:45 hours. The total cost of the mitigation for what they said was 16 hours of work was $7889.41. I think this is extremely high and unfair.Desired Settlement: I want to warn others not to use this company. I will never be able to get the money back I owe them. I want no one to ever go through this deception and pain.

Business

Response:

Thanks for taking the [redacted]e to speak with me regarding complaint [redacted] last week. Hopefully this information attached here will help show how we responded to Dr. [redacted]’s complaint in a prompt, professional way, and how we were able to resolve things with him. I’ve included here the job notes from our management software, an industry standard tool called PSA. It allows us to track all emails sent to customers, as well as entering “log notes” which are essentially [redacted]e-stamped notes about anything that may happen over the course of our work. We did formerly have email records of our correspondence with Mr. [redacted], but we had a catastrophic email server failure last year which unfortunately erased all of that. [redacted] is our Operations Manager, and was the primary point of contact speaking with Mr. [redacted] is responsible for invoicing. The notes are in reverse chronological order: most recent at the top, oldest at the bottom. What you’re seeing is an initial invoice sent out, before we realized there were problems. When Dr. [redacted] received the invoice and was unhappy, we immediately contacted him to try to resolve it, but played phone tag for a few days (see the notes from [redacted]). On 10/1/2014 [redacted] was able to reach Dr. [redacted] and they were able to come to an agreement, at which point [redacted] asked [redacted] to re-invoice, and she did. I hope this clears things up a little bit. Please let me know if this is satisfactory to resolve this complaint, or if you need more information.

Review: We had an adjustor come look at some water damage to our master bathroom, he gave us and estimate for $1200 roughly to restore the water damage and repair. So we set up at time for the process to begin we paid in full to have work done, which the total was $730 and we had to run a machine on our electric for 5 days straight. For the gentleman to return to find more water damage because the heat from the machine expanded the valves and there was a water leak. So he had to cut huge holes in our bathroom floor and run the machines for 2 more days at the expense of our electric. Came back the next day to retrieve his equipment and left. Telling us that someone from the repair department was going to contact us to get the repairs fixed and put our bathroom put back together. Never heard anything, I called a few times and left messages. Finally I went to the office after finding that mice had started running in our house through the bathroom. Someone was to call me. Then after 2 weeks of my bathroom being in a mess and holes in the floor. they returned my call to tell me that the job isn't profitable so they don't want to finish the job. I asked to speak to manager, got his information and left him a message, got a message saying they don't have time at this point and time to repair out bathroom and suggested that we find another contractor.

Business

Response:

Re: Complaint #[redacted] Our company was first contacted on 4-27-2015 in regards to a water loss, described as being from a shower in the master bath. We went to the site and did an initial scope and preliminary ballpark estimate of $700-$1000 to take care of the initial mitigation - in other words, to dry out the property. We do not provide ballpark estimates of repair work at this early stage; it is impossible to judge what repairs will be needed until the drying process is complete. We began the dryout on 5/15/2015. Our two drying tools, a dehumidifier and an air mover, were plugged into a wall outlet, but the additional electric load from these is negligible. On 5/18/2015, we returned to monitor progress, and discovered that a valve had leaked. This valve had been shut off as of 5/15/2015. It is unclear to us what caused the valve to leak - when tightened further, the valve stopped leaking. We continued the drying process, but the area that was wet as a result of the leaking valve would not dry. When materials cannot be dried, it is necessary to remove them instead to protect against the potential for microbial growth and other related damage. Therefore, we removed the flooring. We finished the work on 5/19/2015, at which point all materials were dry and the mitigation phase of the project was complete. We attempted to make contact with the homeowner on 5/19, 5/20, 5/21, and finally reached the homeowner on 5/22. An appointment was set to sign a Certificate of Completion on 5/29. We checked in on 5/29 to be sure that the appointment was still convenient for the homeowner, and at that time the homeowner stated that they would not sign anything until the job is complete. At that point, we explained again that the initial mitigation was separate from the repairs, but the homeowner still refused to sign. The bulk of the homeowner's complaint seems to focus on the fact that Mammoth did not complete repairs. While we do offer repairs, there are situations where it is impossible to offer repair while also meeting our strict standards for quality. For that reason, we do not guarantee that we can perform repairs, nor are they estimated at the time that we estimate the initial mitigation component. At no point did we promise or guarantee to the homeowner that we would complete repairs, only that the repair department would be in touch to discuss. After mitigation was completed, we left messages for the homeowner and spoke with the homeowner several times, each time indicating that we would not be able to do her construction work and suggesting that the homeowner find an alternative contractor. The final cost for the mitigation was less than initially estimated, and the customer received a refund on her initial deposit, along with a detailed explanation of exactly what had been done. At no point were repairs guaranteed in any of this documentation.