Paul Davis of Boston South and Rhode Island

I greatly apologize about my delay in responding to this email and complaint by Ms [redacted] We are very familiar with this homeowner and this loss Ms [redacted] originally filed a complaint with her insurance company, [redacted] , regarding this claim and our handling of it As we understand it, her complaint was that we damaged her kitchen refrigerator during the mitigation process Attached you will find a photograph that we took of the overview of her kitchen on the first day that we arrived at her home If you zoom in on the refrigerator, you can see the exact same indentation on the refrigerator in our photograph as she supplied you This is proof that the indentation in her refrigerator, that she is claiming we did, was there prior to our arrival at the property Ms [redacted] actually points out in her complaint below that a cabinet installer caused this damage several month before I am not sure how on one side she advise that she knew of this dent prior to our arrival, but that she still feels we are responsibleIn regards to the scratch on the hardwood floor, all of our equipment has rubber wheels on them that are not capable of causing scratches to flooring This was also addressed with her at the time and both us and [redacted] determined that her complaint was unfounded at that timeIn regards to her complaints about us being unprofessional in our dealings with her, I truly apologize She references a gentleman by the name of *** This was the former General Manager of this company and he has since been removed from his position If it was her dealing with this former employee that caused her this angst, then I truly apologize for thatPlease let me know if there is anything else you will require from us in order to get this complaint stricken from our recordsRegards, and please feel free to contact me with any further [redacted] , CPCUVice President and General Manager

I greatly apologize about my delay in responding to this email and complaint by Ms. [redacted]. We are very familiar with this homeowner and this loss.  Ms. [redacted] originally filed a complaint with her insurance company, [redacted], regarding this claim and our handling of it.  As...

we understand it, her complaint was that we damaged her kitchen refrigerator during the mitigation process.  Attached you will find a photograph that we took of the overview of her kitchen on the first day that we arrived at her home.  If you zoom in on the refrigerator, you can see the exact same indentation on the refrigerator in our photograph as she supplied you.  This is proof that the indentation in her refrigerator, that she is claiming we did, was there prior to our arrival at the property.  Ms. [redacted] actually points out in her complaint below that a cabinet installer caused this damage several month before.  I am not sure how on one side she advise that she knew of this dent prior to our arrival, but that she still feels we are responsible. In regards to the scratch on the hardwood floor, all of our equipment has rubber wheels on them that are not capable of causing scratches to flooring.  This was also addressed with her at the time and both us and [redacted] determined that her complaint was unfounded at that time. In regards to her complaints about us being unprofessional in our dealings with her, I truly apologize.  She references a gentleman by the name of [redacted].  This was the former General Manager of this company and he has since been removed from his position.  If it was her dealing with this former employee that caused her this angst, then I truly apologize for that. Please let me know if there is anything else you will require from us in order to get this complaint stricken from our records. Regards, and please feel free to contact me with any further. [redacted], CPCUVice President and General Manager