National First Response Corp.

Unfortunately [redacted] and NFR did not agree on the work preformedWe submitted a invoice for services preformed to his insurance carrier, which they paid [redacted] off ofAfter [redacted] received the funds he had questions about billWe made several concessions before [redacted] made a request that we bill him $(in the written complaint he makes mention of a settlement of $1000) and threatened to blast us on various social media outlets.Our intention is to always be fair and just with our billing practicesWe conceded to [redacted] 's request and he has paid us $and retained the rest of the proceeds that his insurance company paid out on the emergency services portion of the claimTo the best of our knowledge the issue has been handled and both parties are satisfied.General Manager [redacted] *** [redacted]

Unfortunately [redacted] and NFR did not agree on the work preformed. We submitted a invoice for services preformed to his insurance carrier, which they paid [redacted] off of. After [redacted] received the funds he had questions about bill. We made several concessions before [redacted]...

made a request that we bill him $900 (in the written complaint he makes mention of a settlement of $1000) and threatened to blast us on various social media outlets.Our intention is to always be fair and just with our billing practices. We conceded to [redacted]'s request and he has paid us $900 and retained the rest of the proceeds that his insurance company paid out on the emergency services portion of the claim. To the best of our knowledge the issue has been handled and both parties are satisfied.General Manager[redacted]

To whom it may concern, Our goal is to meet each customers expectations – this specific customer ([redacted]) atttepted to leverage her position at State Farm Insurance to somehow control the outcome of the claim and payments. We have yet to be paid for work performed.   Our...

Records Show that the job was started on 10-28-13 and the countertops were set on 11-8-13. All of the drywall, paint and trim work was completed on 11-7-13. There was a small peninsula section of the countertop that was unsatisfactory to the customer and we agreed to replace the peninsula section, we worked around the customers availability (family death). The replacement top was finally installed in January 2014 by [redacted]. The customer rejected the countertop installed by [redacted] again. We agreed again to have [redacted] replace the countertop in another attempt to satisfy our customer, the customer was once again difficult to schedule as the customer was busy training of state. We finally worked around the schedule. The 3rd installation by [redacted] (installs all of [redacted] countertops) did not include a representative of our company, this was an oversight by myself. I received a call from the customer asking where our technician was at. I let her know that I would get one right over and apologized. The technician arrived within an hour and the customer would not allow access to the home to install a piece of trim under the countertop to ensure all is complete. In my final conversation with the customer she stated that she knew how much the countertop cost us from [redacted] and that she was only going to be paying us that cost. I agreed with the price adjustment in an attempt to win over the customer. She assured me payment would be dropped in the mail the next day. The envelope has yet to arrive in the mail, we have yet to receive payment. We made a final attempt last week to collect the balance due on Mrs [redacted] account prior to taking legal action. We were unaware of any remaining construction related issues until receiving this complaint. We have asked the customer previously to exercise her right to file a complaint with the registrar of contractors, and we will make any corrections identified. We work hard to do the right thing each and every day, with each and every customer.   Regards, [redacted]General ManagerO:###-###-####F:###-###-####C:###-###-####

Unfortunately [redacted] and NFR did not agree on the work preformed. We submitted a invoice for services preformed to his insurance carrier, which they paid [redacted] off of. After [redacted] received the funds he had questions about bill. We made several concessions before [redacted]...

made a request that we bill him $900 (in the written complaint he makes mention of a settlement of $1000) and threatened to blast us on various social media outlets.Our intention is to always be fair and just with our billing practices. We conceded to [redacted]'s request and he has paid us $900 and retained the rest of the proceeds that his insurance company paid out on the emergency services portion of the claim. To the best of our knowledge the issue has been handled and both parties are satisfied.General Manager[redacted] [redacted]

Review: September 2013 we had a water loss in our home. Water losses in the home of course are very upsetting and the homeowner wants the issue resolved as soon as possible. The clean up and dry out company was on the ball and got the work done immediately. They gave our name to a contractor which we did not need one. We are aware of a contractor that is well know and we know does excellent work right away. We got a call from First National Response and they came to our home. They left gave us an estimate and really begged us for the job. We did grant them the job. First National Response said we will even be on site the day the insurance adjuster comes out which 10 minutes before the adjuster was to show up they asked if they could skip the appointment for they had a more pressing job to be at. I should have known right there and then. It took them over 5 months to get most of the work done which they admitted to alot of their errors and we paid them for what work had been done 90% of the job. The company agreed until the laminate in the kitchen and a few errors around the kitchen were done that portion would not need to be paid. The company twice had faulty work on the countertop and came out each time and agreed would try a 3rd attempt. This has interferred tremendously with my job for a new boss and time I had to take off. I was even making calls for the company to the insurance company on claim questions. I have kept all my records of calls, texts, emails that I have had to be involved in. We are now in May 8 months later the laminate still has not been done. I took a day off March 16, 2014 for their SECRETARY/TREASURER [redacted] was calling and stating they needed to get this job done and was frankly rude. I informed him I'd have to see again whom can take time off of work to accomodate this. [redacted] was very unprofessioinal and rude, he was even texting me which I have proof of at 6:00 AM in the morning. I end up emailing Chris their superintendent asking him to have [redacted] stop harrassing us and March 16th would be fine to try this for the 3rd time. March 16th 2014 I finally sent a text to Chris at First National Reponse superintendent at 11am asking where the workers were at? He text me back he had no clue what I was talking about. I told him today was the day finally get the laminate done., Chris then sent another text that this [redacted] himself at National First Response screwed up himself and they would not be getting to me, it was early enough they could have made it an emergency but did not. No word from them since then and today out of the blue I get 2 threatening texts from [redacted] and a threatening email at work from him they want their $1800 in a week or sending to an attorney. Very threatening letter. Believe me after 8 months and my home a disaster and none of the work from paint, to patching walls, to tile to, laminate, to cleaning up after themsellves, the laminate all over my kitchen and all over my dishes, to cleaing floors went well, all the hollidays I had to go through. Believe me it crossed my mind several times to file a complaint and II kept telling myself hang in there. I have heard stories before not always a smooth transition. The job on the laminate is NOT done and [redacted] knows it, they attempted this 3 times. I am extremely heart broken, very, very stressed from the start. I did email this [redacted] back and suggested highly he have their president Shane Orlando call me. I should be the one sending them this text&email and sending them the bill. I am speechless how I am being treated. I have a file of all the text, emails, appointments, calls, running I have had to do to keep them on track, I am not their employee.Desired Settlement: They need to finish the job after the upcoming holiday due to my job and family matters. They certainly have made me wait for 8 MONTHS.

Business

Response:

To whom it may concern, Our goal is to meet each customers expectations – this specific customer ([redacted]) atttepted to leverage her position at State Farm Insurance to somehow control the outcome of the claim and payments. We have yet to be paid for work performed. Our Records Show that the job was started on 10-28-13 and the countertops were set on 11-8-13. All of the drywall, paint and trim work was completed on 11-7-13. There was a small peninsula section of the countertop that was unsatisfactory to the customer and we agreed to replace the peninsula section, we worked around the customers availability (family death). The replacement top was finally installed in January 2014 by [redacted]. The customer rejected the countertop installed by [redacted] again. We agreed again to have [redacted] replace the countertop in another attempt to satisfy our customer, the customer was once again difficult to schedule as the customer was busy training of state. We finally worked around the schedule. The 3rd installation by [redacted] (installs all of [redacted] countertops) did not include a representative of our company, this was an oversight by myself. I received a call from the customer asking where our technician was at. I let her know that I would get one right over and apologized. The technician arrived within an hour and the customer would not allow access to the home to install a piece of trim under the countertop to ensure all is complete. In my final conversation with the customer she stated that she knew how much the countertop cost us from [redacted] and that she was only going to be paying us that cost. I agreed with the price adjustment in an attempt to win over the customer. She assured me payment would be dropped in the mail the next day. The envelope has yet to arrive in the mail, we have yet to receive payment. We made a final attempt last week to collect the balance due on Mrs [redacted] account prior to taking legal action. We were unaware of any remaining construction related issues until receiving this complaint. We have asked the customer previously to exercise her right to file a complaint with the registrar of contractors, and we will make any corrections identified. We work hard to do the right thing each and every day, with each and every customer. Regards, [redacted]General ManagerO:###-###-####F:###-###-####C:###-###-####

National First Response "NFR" was recommended by [redacted] to give me a bid on ceiling water damage from our air conditioner's condensation. When I called NFR to schedule someone to come out to look at the damage at no time was a "trip charge" communicated. When the rep came out again never was a trip charge discussed. The rep used a thermal gun to locate the wet areas on the ceiling and quoted a figure of $2,500 for repairs. He then said that I was not to worry as my home insurance will cover the costs and I would be responsible for the deductible. He then asked me to look into my insurance policy to see what the deductible was. Then I was asked to file a claim so that NFR could get started on the work as he needed a claim number. Then he said that NFR was very busy and that they could probably get started in five days. But in the meantime he wanted to leave two high powered fans near the area of the damage to help dry the ceiling. The next day while I was away from home I got a call from a service rep that he was at my door and ready to get started with the work. I was not even home. I told him that we didn't even have an appointment and that I was told they would call me some time next week to schedule it. So he left. In the meantime, an insurance agent friend of mine said that it would be highly possible that my insurance company wouldn't even pay the claim as it would be considered a "repairs and maintenance issue". So I had to cancel the claim. I called the rep up that had stopped by without an appointment to tell him about the claim situation and also that we also needed to get more quotes for the work and/or do it ourselves. I told him that we did not need the fans and I asked him how much they cost to use per day. He (Josh B) said that they charge $25/day but not to worry about the charges and that he would stop by and just pick them up for me. So the next time they were in the area they picked them up.

Then a couple days later I received an email from accounting at NFR with an invoice of $853.58 for services rendered. I thought this had to be some kind of mistake. I called up the company and was put in touch with a supervisor that said that I was to pay that fee for their trip charges, assessment of damages and the use of two fans. I was outraged. At no time was I informed of trip charges, charge for fans nor their use of a thermal gun to pinpoint the water areas. The crack in the drywall and the drip areas on the ceiling were pretty good indications of where the wet areas were. Plus a company called Affordable Energy was at my home a couple months ago with that same thermal gun doing a "free" two hour review of my home for any hot spots or problems with the home. They were pretty clear that the trip was free and that the evaluation was also free.

I told the supervisor that if his company is looking to be transparent they are far from it regarding my invoice charges. The supervisor said he would settle and adjust the invoice for the trip charge of $147.00. I agreed to pay the charge but would feel much better about paying it if it had been clearly communicated in the first place. Oh and by the way, the invoice wasn't even itemized it just said Emergency services.

BRAVO to the management and staff of National First Response! After a fire in our garage in October which caused upwards of 40,000.00 in damage - thankfully, our Insurance Company sent National First Response to the rescue! These guy's are truly a Class Act - They were very thorough, and went over every step in the recovery process in detail. With all of the employees in and out of our home while we were displaced, and not one item "walked off" our property, we always got a good feeling with everyone we came in contact with everyone was stellar, but a special thanks to Chris, Guy, and Vinnie for going the extra mile! After all the repairs were complete including complete renovation of the garage, and 1 bedroom, and serious restoration to two more bedrooms, paint carpet drywall water heater and the list goes on and on ... we were back in our home in under two months. If your looking for an honest hard working restoration company, that will do the job the way you would yourself, look no further.

Review: I have a dispute with charges on invoice #[redacted] ($1,757.80) because of what I and my insurance adjuster feel are charges for services NOT PREFORMED!

I have sent repeated e-mails to National 1st Response over the last couple of months trying to resolve this matter but getting nowhere. I would be glad to provide all additional documented details and communication e-mails upon request.

I do understand National 1st Response is a company in business to make money, but I don’t agree with their billing method of charging for services not preformed and over billing for equipment usage.Desired Settlement: I have reviewed their itemized invoice closely and taken into consideration services NOT PREFORMED along with additional equipment time used due to their mistakes and feel $1,000. Is more than a fair settlement for both parties, I would be glad to provide all additional documented details upon request.

Business

Response:

Unfortunately [redacted] and NFR did not agree on the work preformed. We submitted a invoice for services preformed to his insurance carrier, which they paid [redacted] off of. After [redacted] received the funds he had questions about bill. We made several concessions before [redacted] made a request that we bill him $900 (in the written complaint he makes mention of a settlement of $1000) and threatened to blast us on various social media outlets.Our intention is to always be fair and just with our billing practices. We conceded to [redacted]'s request and he has paid us $900 and retained the rest of the proceeds that his insurance company paid out on the emergency services portion of the claim. To the best of our knowledge the issue has been handled and both parties are satisfied.General Manager[redacted]