Northern Colorado Restoration Services

Complaint: [redacted] I am rejecting this response because: Much of what MrP [redacted] claims is untrueI was working with [redacted] to resolve some of these issues, which is why I did not respond [redacted] told me Mr P [redacted] WAS made aware of these issues by themTwo different hardwood companies told me the kitchen floor was not dried to their specifications, and both said they were shocked a water reclamation service would leave the floor that wetThey also said it was NOT customary to leave the adhesive and other such messes after a job was completed, and that Mr P [redacted] should have known it would be weeks or even months that I'd have to live with the mess before the floors were completedThere were nails and staples all over the floorThe nails were from the baseboard, which was carelessly removed and put in the yard, on top of the mantle, scattered in various closets, etc when it would have been easy and far more safe to simply stack them all togetherSome of the boards were damaged and broken from careless removalAgain, when I contacted [redacted] about this, they said they had received similar complaintsRegarding the replacement floors: I did NOT want Mr P [redacted] to complete my job when I saw what a mess he'd left, and also how much he chargedI did not say [redacted] would pay more, etcThat's patently untrue [redacted] gave me a quote for what it would cost to replace the floors, and much of the expense was from Mr P [redacted] s charges; he quoted me a floor that cost half of what the original floor cost, and the rest of the quote was markup for his companyI have documentation to prove that [redacted] did not "pay more" for the floors; I paid the extra out of pocketAdditionally, I was not "angry" because of the quote Mr P [redacted] gave meI was upset by how he left the house.? I offered to pay half the invoice, but Mr P [redacted] is not willing to compromise even that farAs an owner of several businesses myself, I would never treat a customer this wayCustomer service is the most valuable commodity a business can offer.? Regards, [redacted]

Ms [redacted] has had a past due invoice for her insurance deductible($500) since August, and had not responded to multilple voice messages, and textsShe did not respond until we said her overdue bill would be sent to collectionsShe did not mention any of these items previously with exception of adhesive from the tape on the hardwood floorShe was informed that this could be easily removed, and/or would be sanded off during hardwood floor refinishingBaseboards were not taken from the residence, and only lineal feet of baseboard were detached, so it was not possible that there were baseboard with nails in them laying in the yard, plus all baseboards that were detached had the nails removedMs [redacted] was also informed that her hardwood floor would take additional time to dry, as moisture content was lowered to were there would be no further damage to the hardwood, but to be low enough for it to be sanded and refinished would take additional time to wait(this is common)Further drying with drying equipment would be expensive and unnecessary as it will dry down on its own [redacted] (her insurance) was aware of thisHer flooring other than the kitchen hardwood that was damaged was the living area laminate flooring which did not have nails, it was a click together flooringMs [redacted] wanted us to remove her hardwood floor, and all of her laminate floor, which was not needed, as hardwood floor was salvagable, and the remaining undamaged laminate could remain in place until it was all being replacedRemoving the hardwood floor and remaining laminate flooring would have been unwarranted and much more expensive to be done as part of the emergency serviceMs [redacted] wanted a replacement flooring that was twice the cost of what she had, and stated that the insurance would pay for it (unusual)When I contacted the insurance adjuster he stated that she would only get like kind and quality and not something more expensive, unless she paid the differenceThis angered her, and she then did not want us to do the repairs [redacted] (her insurance) has explained to her multiple times that she owes the deductible, but has ignored them alsoIt comes down to she has a $deductible that she has not wanted to pay from the start of the claim, and has wanted extra things that the insurance would not be paying for, and she did not want to pay for it either

Per conversation with adjusters at [redacted] on 11/23/16 Ms. [redacted] has only talked to them on 9/9/16 about her deductible in which she was told that she owed the deductible. On 11/10/16 about an issue with whoever was doing the repairs at her residence, and on 11/22/16 after we had repeatedly tried contacting her by phone and text again about her deductible, and she was informed again, that she owes her deductible. Also, [redacted] had contacted her on 11/23/2016 at about 4pm CST to inform her that she still owes her deductible, and she replied that she understood.Ms. [redacted] was informed by text on 8/22/2016 (thread starting at 10:47am) that her hardwood floor would have to wait likely a couple of months before it could be sanded and refinished. She responded by text that she did not to wait, and would have someone else do the hardwood floor, and could maybe just replace the hathat ood. I responded by text that even if the hardwood was removed, the subfloor would need additional time to dry, where new hardwood could be installed and finished (albeit not as long). She never responded to that text.I believe Ms. [redacted] is confusing us with the company that did her repairs. EX. Nails all over the floor, baseboards damaged, and left outside with nails sticking out, and scattered throughout the house. We pulled 4 pieces of trim/baseboard (1 piece about 6 1/2 feet long, 2 pieces over 2 feet long, and 1 piece over 1 foot long) about 12 lineal feet, the 4 pieces of baseboard were undamaged, nails pulled, and left on the fireplace mantel. Whoever did the repairs, would have had to pull the remaining baseboards.Ms. [redacted] was also informed via text on 8/30/16 starting at 10:02am that we had spoken to her adjuster, and that he said that [redacted] would only pay for what the independent flooring cost estimator (ITEL) had allowed for, this was the cost on our estimate. We have no control over the costs or prices, that is given to us by ***, and we cannot change that. Ms. [redacted] was paid by [redacted] from our estimate, barring any changes or supplementals. [redacted] approves all estimates before payment is made.We have been a preferred contractor with [redacted] for 13+ years. [redacted] keeps detailed records of all contact with the insured (members), and is very particular and prompt of notifying us or any PDRP contractor of any issues, and the resolution of those issues. [redacted] per their adjusters have no complaint (via 11/23 phone call with us).I believe Ms. [redacted] is confusing us with whoever is doing her repairs, and [redacted] agrees with that assessment. Kevin P [redacted]