I am in the process of reviewing further with my team the details of this customers complaint However, From what I do understand in a general way, the insured had a water loss, insurance company contacted envy, we inspected, tested it for asbestos and when we attempted to get back to
reinspect with insured, she did not respond to our many attemptsWhen we finally had our technician back out (Gabe) he found that she had another leak in her homeWe contacted the insurance company about what we found and we just heard yesterday that this 2nd claim was denied Unfortunately because of what we do and the expense incurred by performing emergency type work, we wait for insurance company approvalOtherwise the insured is liable for our bill and no one ever wants to see a bill that the insurance company will not coverEnvy Restoration has not submitted any bill to the insurance company nor have we been paid by the insurance company for any of the efforts put to date on this insureds claim All of the inspections and time taken to write the estimates have been on our dime Because there is a second water loss that is not covered by insurance company, and if customer decides she wants to use our firm for those services, she will be out of pocket and expected to pay for this service We are a Hr Emergency Co Envy Restoration is a Certified firm in both Water and Asbestos removal We are highly qualified to perform the work we say we do and we do not sub this work out Every customer is important to Envy Restoration no matter how big or small the repair or restoration work is And knowing who the responsible party regarding financial obligations are important as well which is why we sometimes, need to wait for approvals from insurance companies that are out of our control We are working diligently to resolve this customers water loss and will make every attempt to assist with her claim
Good morning Mr. & Mrs W[redacted]. I understand that your project is now complete and that a completion form of satisfaction has been signed and attached hereto.I personally contacted you on the 14th of April to inform you of the clearance results for your asbestos abatement and to discuss your concerns and my previous response to your complaint with the Revdex.com. In our conversation, I again apologized for coming off combative in my Revdex.com response and also assured you that our intention was to not minimize your loss, your property, your family etc. in any way. We were just following our own guidelines of communication and approval with the insurance company which clearly resulted in not communicating in a timely manner to you. Again our intention was not to mishandle your calls or claim and hope that you can confirm, we've taken every step possible to make sure you are satisfied with the communication, and the product you received in the very end.We value all of our customers and our positive rating with the Revdex.com. We have taken separate steps within our firm to assure that this type of problem does not happen again.We thank you for being a valued customer and hope all is well.best regards,Rosie W[redacted]Business Development Officer[redacted]
I am in the process of reviewing further with my team the details of this customers complaint However, From what I do understand in a general way, the insured had a water loss, insurance company contacted envy, we inspected, tested it for asbestos and when we attempted to get back to
reinspect with insured, she did not respond to our many attemptsWhen we finally had our technician back out (Gabe) he found that she had another leak in her homeWe contacted the insurance company about what we found and we just heard yesterday that this 2nd claim was denied Unfortunately because of what we do and the expense incurred by performing emergency type work, we wait for insurance company approvalOtherwise the insured is liable for our bill and no one ever wants to see a bill that the insurance company will not coverEnvy Restoration has not submitted any bill to the insurance company nor have we been paid by the insurance company for any of the efforts put to date on this insureds claim All of the inspections and time taken to write the estimates have been on our dime Because there is a second water loss that is not covered by insurance company, and if customer decides she wants to use our firm for those services, she will be out of pocket and expected to pay for this service We are a Hr Emergency Co Envy Restoration is a Certified firm in both Water and Asbestos removal We are highly qualified to perform the work we say we do and we do not sub this work out Every customer is important to Envy Restoration no matter how big or small the repair or restoration work is And knowing who the responsible party regarding financial obligations are important as well which is why we sometimes, need to wait for approvals from insurance companies that are out of our control We are working diligently to resolve this customers water loss and will make every attempt to assist with her claim
The account in the response offered by Envy is completely inaccurateI have attached my full response and my communication Log with Envy
Good morning Mr. & Mrs W[redacted]. I understand that your project is now complete and that a completion form of satisfaction has been signed and attached hereto.I personally contacted you on the 14th of April to inform you of the clearance results for your asbestos abatement and to discuss your concerns and my previous response to your complaint with the Revdex.com. In our conversation, I again apologized for coming off combative in my Revdex.com response and also assured you that our intention was to not minimize your loss, your property, your family etc. in any way. We were just following our own guidelines of communication and approval with the insurance company which clearly resulted in not communicating in a timely manner to you. Again our intention was not to mishandle your calls or claim and hope that you can confirm, we've taken every step possible to make sure you are satisfied with the communication, and the product you received in the very end.We value all of our customers and our positive rating with the Revdex.com. We have taken separate steps within our firm to assure that this type of problem does not happen again.We thank you for being a valued customer and hope all is well.best regards,Rosie W[redacted]Business Development Officer[redacted]