PuroClean of Western Reserve

Business responded to complaint See attached response also.Attached is an electronic copy of our response to Ms [redacted] We have tried to resolve this issue with her, but she is unwilling to discuss it with us, and has refused to pay for the work performedWe have turned her account over to our collections agency, and it is our contention that she has filed this complaint in an effort to damage our reputation in retaliation.Please give me a call if you have any questions or need additional information.Best Regards, [redacted] PuroClean of Western ReserveOffice: 440-286-[redacted] @puroclean.comBusiness response also copied and pasted below by Revdex.com staff 10/8/14.Attn: [redacted] Revdex.com, IncEuclid Ave, 4th FloorCleveland, OH 44115-2408Subject: Response to Customer ComplaintReference: Complaint ID [redacted] [redacted] Dear [redacted] ,We received the copy of the referenced customer complaintWe believe that Ms [redacted] ’scomplaint is without merit and she has unreasonably withheld payment for services completed.Ms [redacted] experienced water damage in her basement during Superstorm SandyIt wasevident from our initial inspection that she has an ongoing issue with foundation seepageHerinsurance company provided her with a settlement in the amount of $6,The settlementstatement included a detailed scope of workAll of the scope items in that settlement statementwere completed by our company, including drywall repair and painting, cleaning and paintingfloors, cleaning appliancesand sealing the walls.Ms [redacted] is correct that we had communications issues during the projectShe claims thatwe were difficult to reachOur phones are answered hours a dayWe had great difficultyreaching her and coordinating work schedules with her and her boyfriend, who was veryparticular regarding when we could do workand what work could be done.We attempted to be as accommodating as possible to Ms [redacted] , and we did work aboveand beyond the settlement scopeGiven her concerns about her boyfriend's healthwe cleanedher furnace and air ducts multiple timesThe insurance settlement only provided for onecleaningWe also erected dust barriers and covered HVAC vents to prevent the spread of dustto other areas of the homeThis is the barrier Ms [redacted] references in her complaintIt wasnot “Hazmat Plastic."Ms [redacted] is incorrect regarding the sealing of the basement wallsThe walls were sealedwith DriLok, which provides a moisture barrier and acts as a primerShe also mentioned thatmold growth has recurredIf this is trueit is most likely because she has not corrected theunderlying issues that are causing the foundation seepageDriLok provides some measure ofmoisture protectionbut if there is significant water penetrationit will not solve the problem.Ms [redacted] states that she hired another contractor to “finish” the workShe has not specifiedwhat additional work had to be "finished”, as we did complete all scope items on the settlementstatement.p2We reduced our bill to $plus tax in consideration of Ms [redacted] ‘s concernsThisleaves her with over $4,from her settlement tor any additional work she consideredunfinishedHer position that she owes us nothing is unreasonableWe have attempted tocollect this payment, and she refuses to discuss the issue with us or make any attempt to reachan amicable resolutionWe have begun to pursue collections activities on her account, and thatis when she filed her complaint with the Revdex.com.Our position is that she signed a contract tor restoration workWe performed the workBasedon her concerns, we provided her with a substantial discount to settle the accountShe isresponsible for the bill, and we will pursue available remedies to collect.Best Regards,PuroClean of Western Reserve [redacted] Owner

Business sent the following response:In response to your letter dated October requesting additional information, attached is the scope of work document for the restoration services we provided for Ms [redacted] This is the detailed settlement statement from the insurance company, and is the work Ms [redacted] requested us to complete for her.As I mentioned in previous correspondence, we completed this entire scope of work, and in fact, cleaned her air ducts times, and painted her basement floor twice - all of which are above and beyond the scope of work requested and for which she was reimbursedAs you can see from the attached scope of work, her total reimbursement from the insurance company was $7,We have offered to settle this matter with her in the amount of $2,($2,plus tax), leaving her considerable funds to complete any work she feels was not completed (which we dispute)Please give me a call if you have any questions or need additional information [redacted] PuroClean of Western ReserveOffice: 440-286-[redacted] @puroclean.com

I am sorry but I can not sit here and listen to these lies !!!! They never painted my floor twice ! I never told them it was the wrong color , I just kept my mouth shut They have never tried to contact me at all I am home /as I am disabled Why would this company leave a expensive piece of equipment behind ? Makes no sense to me Some woman and a kid came to clean and sanitize my items They were here for minutes and left !!! Never finished, They are saying they cleaned my ducts times !!!! That is a outright BIG LIE !! I had to buy of the furnace filters I use to get all the crap out of my duct work Then had another company come and clean out the ductsAnother $ I had to spend I am very upset at all the lies they are saying I WANT TO SEE THE CONTRACT I SIGNED WITH THIS COMPANY !!!!!!!!!!

Business responded to complaint.  See attached response also.Attached is an electronic copy of our response to Ms. [redacted].  We have tried to resolve this issue with her, but she is unwilling to discuss it with us, and has refused to pay for the work performed. We have turned her account...

over to our collections agency, and it is our contention that she has filed this complaint in an effort to damage our reputation in retaliation.Please give me a call if you have any questions or need additional information.Best Regards,[redacted]PuroClean of Western ReserveOffice: 440-286-2209[redacted]@puroclean.comBusiness response also copied and pasted below by Revdex.com staff 10/8/14.Attn: [redacted]Revdex.com, Inc.2800 Euclid Ave, 4th FloorCleveland, OH 44115-2408Subject: Response to Customer ComplaintReference: Complaint ID [redacted]Dear [redacted],We received the copy of the referenced customer complaint. We believe that Ms. [redacted]’scomplaint is without merit and she has unreasonably withheld payment for services completed.Ms. [redacted] experienced water damage in her basement during Superstorm Sandy. It wasevident from our initial inspection that she has an ongoing issue with foundation seepage. Herinsurance company provided her with a settlement in the amount of $6,975.12. The settlementstatement included a detailed scope of work. All of the scope items in that settlement statementwere completed by our company, including drywall repair and painting, cleaning and paintingfloors, cleaning appliances. and sealing the walls.Ms. [redacted] is correct that we had communications issues during the project. She claims thatwe were difficult to reach. Our phones are answered 24 hours a day. We had great difficultyreaching her and coordinating work schedules with her and her boyfriend, who was veryparticular regarding when we could do work. and what work could be done.We attempted to be as accommodating as possible to Ms. [redacted], and we did work aboveand beyond the settlement scope. Given her concerns about her boyfriend's health. we cleanedher furnace and air ducts multiple times. The insurance settlement only provided for onecleaning. We also erected dust barriers and covered HVAC vents to prevent the spread of dustto other areas of the home. This is the barrier Ms. [redacted] references in her complaint. It wasnot “Hazmat Plastic."Ms. [redacted] is incorrect regarding the sealing of the basement walls. The walls were sealedwith DriLok, which provides a moisture barrier and acts as a primer. She also mentioned thatmold growth has recurred. If this is true. it is most likely because she has not corrected theunderlying issues that are causing the foundation seepage. DriLok provides some measure ofmoisture protection. but if there is significant water penetration. it will not solve the problem.Ms. [redacted] states that she hired another contractor to “finish” the work. She has not specifiedwhat additional work had to be "finished”, as we did complete all scope items on the settlementstatement.p2We reduced our bill to $2500.00 plus tax in consideration of Ms. [redacted]‘s concerns. Thisleaves her with over $4,000 from her settlement tor any additional work she consideredunfinished. Her position that she owes us nothing is unreasonable. We have attempted tocollect this payment, and she refuses to discuss the issue with us or make any attempt to reachan amicable resolution. We have begun to pursue collections activities on her account, and thatis when she filed her complaint with the Revdex.com.Our position is that she signed a contract tor restoration work. We performed the work. Basedon her concerns, we provided her with a substantial discount to settle the account. She isresponsible for the bill, and we will pursue available remedies to collect.Best Regards,PuroClean of Western Reserve[redacted]Owner

Business sent the following response:In response to your letter dated 20 October requesting additional information, attached is the scope of work document for the restoration services we provided for Ms. [redacted]. This is the detailed settlement statement from the insurance company, and is the work Ms. [redacted] requested us to complete for her.As I mentioned in previous correspondence, we completed this entire scope of work, and in fact, cleaned her air ducts 3 times, and painted her basement floor twice - all of which are above and beyond the scope of work requested and for which she was reimbursed. As you can see from the attached scope of work, her total reimbursement from the insurance company was $7,250.60. We have offered to settle this matter with her in the amount of $2,693.75 ($2,500 plus tax), leaving her considerable funds to complete any work she feels was not completed (which we dispute). Please give me a call if you have any questions or need additional information. [redacted]PuroClean of Western ReserveOffice: 440-286-2209[redacted]@puroclean.com