Marlowe, Peter David

Hi, My apologies in the tardy response to this complaint as the email that the Revdex.com has is not my professional email account, which delayed my viewing.I am sorry to learn about this complaintHere are the facts:1) The customer had a fireThe customer used our services for a very short window of time and then had NUMEROUS vendors on this project who had full access to the home.2) NCR obtained a signed authorization to dispose of personal belongings on (see attached) NCR learned about the misplaced or discarded items and responded in writing and in telephone calls(see attached email systematically addressing each allegedly missing item with plausible explanation)3) NCR has a signed CERTIFICATE OF SATISFACTIONThe signed document indicates that the "work is completed to the customer's satisfaction and NO exceptions are noted"Our company does NOT accept any responsibility for the issues raised in this complaintWe remain steadfast to our position that our limited work on this site was done in full accordance with the permission of the customer and their insurance company to provide mitigate servicesIt is our understanding that the customer was financially compensated for their loss and that a settlement was reached with their insurance company via their legal representativeAny and all matters concerning revisiting the misplaced items are a moot point as the matter was addressed months ago with the customer's legal representative and NCRThe customer is fully aware of the settlement

[redacted] is wrong and determined to hold New Crystal Restoration accountable for an issue which we were NOTresponsible for[redacted] has insurance and submitted a claimHe was represented by a public adjuster, Atlas AdjustmentIf he was NOT happy with the settlement, he should NOT have signed a proof of loss which indicated he was adequately compensated for the damages and loss/damages of personal propertyOnce again, he signed our CERTIFICATE OF SATISFACTIONHe did NOT write on the form that he had ANY issuesWhen the matter was brought to our attention, we pointedly gave him a detailed account explaining our position and noting that the alleged missing items WERE NOT taken or discarded by our staffIn addition, MANY contractors (other than our staff) had full access to the property and were at the site much longer than our initial clean up [redacted] has not proof that our staff removed, discarded or are responsible for the allegedly missing itemsWhat New Crystal has is a signed letter (previously submitted in our defense) giving us written permission to DISCARD personal items which were damaged in the fire [redacted] should provide the Revdex.com with a copy of the State Farm settlement checks and a description from his insurance that he WAS compensated for personal property.Please note that we have provided our services for nearly years and have done thousands of fire clean upsThis allegation is unfounded, void of evidence and punitive as value our service to the community and are disappointed that a customer would go to such lengths to "double dip" on compensation when he was compensated by his insuranceLisa A C [redacted]

[redacted] is wrong and determined to hold New Crystal Restoration accountable for an issue which we were NOTresponsible for.[redacted] has insurance and submitted a claim. He was represented by a public adjuster, Atlas Adjustment. If he was NOT happy with the settlement, he should NOT have signed a proof of loss which indicated he was adequately compensated for the damages and loss/damages of personal property. Once again, he signed our CERTIFICATE OF SATISFACTION. He did NOT write on the form that he had ANY issues. When the matter was brought to our attention, we pointedly gave him a detailed account explaining our position and noting that the alleged missing items WERE NOT taken or discarded by our staff. In addition, MANY contractors (other than our staff) had full access to the property and were at the site much longer than our initial clean up. [redacted] has not proof that our staff removed, discarded or are responsible for the allegedly missing items. What New Crystal has is a signed letter (previously submitted in our defense) giving us written permission to DISCARD personal items which were damaged in the fire. [redacted] should provide the Revdex.com with a copy of the State Farm settlement checks and a description from his insurance that he WAS compensated for personal property.Please note that we have provided our services for nearly 60 years and have done thousands of fire clean ups. This allegation is unfounded, void of evidence and punitive as value our service to the community and are disappointed that a customer would go to such lengths to "double dip" on compensation when he was compensated by his insurance. Lisa A C[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I don't accept because when I request the comoany to stop the work I already note the missing item I had been talk to the employee Austin about ge promisse to go over to check where us the stuff and let me know also he knew he thur some of the item out without my permision and broke some part of my property, I been trying for months to resolve this issue also I find out this company had a lot issue like this with a lot clients.sincerely [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi, My apologies in the tardy response to this complaint as the email that the Revdex.com has is not my professional email account, which delayed my viewing.I am sorry to learn about this complaint. Here are the facts:1) The customer had a fire. The customer used our services for a very short window of...

time and then had NUMEROUS vendors on this project who had full access to the home.2) NCR obtained a signed authorization to dispose of personal belongings on 10/**/16. (see attached) NCR learned about the misplaced or discarded items and responded in writing and in telephone calls. (see attached email systematically addressing each allegedly missing item with plausible explanation)3) NCR has a signed CERTIFICATE OF SATISFACTION. The signed document indicates that the "work is completed to the customer's satisfaction and NO exceptions are noted". Our company does NOT accept any responsibility for the issues raised in this complaint. We remain steadfast to our position that our limited work on this site was done in full accordance with the permission of the customer and their insurance company to provide mitigate services. It is our understanding that the customer was financially compensated for their loss and that a settlement was reached with their insurance company via their legal representative. Any and all matters concerning revisiting the misplaced items are a moot point as the matter was addressed months ago with the customer's legal representative and NCR. The customer is fully aware of the settlement.