Recoveron, Inc.

First we apologize for the response time. We just received this on 02/06/after hours.We did receive a call from *** Gott on Friday June 16, for a fire that occurred at their property that they rent He was referred to us by his insurance agent We did go over to the
house and provided an estimate to them and the insurance company. The work authorization was signed by *** Ault to give Recoveron authorization to do work. Recoveron did go in and do the cleaning of the items and contents according to the estimate that was provided. Recoveron had two boxes of items that were unsalvageable items that were returned to the customer per their request. Standard operating procedures for unsalvageable contents is as follows: Anything that is not cleanable is deemed unsalvageable (a list is created for the homeowner) and it is the insured reasonability to get these items replaced from their insurance company. These are the items that were not cleaned because of being unsalvageable. Recoveron did attempt to work with the customer on several occasions to resolve this issue. We did reduce the bill for them since they felt they didn’t receive the service they thought they should have been provided. Attempts were made to collect on the reduced bill but they felt they should not have to pay for anything and told us to take them to court. The decision was made to send them to collections at this time for the original estimate since they were felt they should not have to pay for any service that was provided

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It may be true that Recoveron has not had any complaints with the Revdex.com, but that does not mean that nobody has had a problem with the work they performed. It is likely that there have been other people who have been dissatisfied with the work performed by Recoveron but they didn't report it to the Revdex.com. I know from experience that it is extremely stressful to deal with a disaster such as a fire in your home. If this was a matter of only a few items being dirty or a matter in which Recoveron had responded to my repeated attempts to address and correct the issue, I would not have involved the Revdex.com. I know often times people don't complain about something they are dissatisfied with because it's easier and less stressful to just pay a bill and move on. People generally don't address an issue like this for many reasons: they feel it is useless because it's not going to change anything; they don't have the time or knowledge to take action; they are stressed out about other things they are dealing with and the stress of addressing their dissatisfaction with a company is just too much on top of what they are going through. I am dealing with stress from the fire that occurred in my home and addressing this issue adds to that stress. The last thing I want to do is go back and forth with a company disputing a bill, but I can't justify paying someone for a job they didn't do. When [redacted] came to our home on Friday 6/16/17 to do an estimate she had asked if we would like for her to leave a Hydroxyl machine behind. Not knowing what it was we asked for an explanation of what it was and what it did. We also asked if there would be any additional charge for using it. [redacted] explained that it would help eliminate the smoke and soot smell in our home. She also stated that there was no additional charge. If we had been informed that there would be additional charges for the use of the machine we would not have agreed to having the machine left in our home. In addition [redacted] had said that the staff that was doing the cleaning in our home would take the unit with them when the were finished with the cleaning but it was left behind by them. In the numerous messages I left with Recoveron I stated that we were no longer using the machine and asked how I would go about returning it to them. I also inquired about when my property, that they took from my home to be cleaned, would be returned to me. We were told that it would be picked up when our property was dropped off. We stopped using the machine on 6/20/2017 after Recoveron staff informed us they were finished cleaning in our home because we began to prepare for structural repairs immediately after Recoveron was finished. The machine really didn't seem to be making a difference to begin with and we didn't want to risk damaging it in the process of doing the structural repairs. We even moved the machine to our garage as a precaution because we wanted to ensure it didn't get damaged during the structural repairs and painting.  Someone with Recoveron did come to our home to drop off the property that was removed from our home for cleaning and to pick up the machine. I believe it was on 6/29 or 6/30 that they came by. The machine was only in use for about 5 days, but because Recoveron failed to communicate with me, the machine was in my possession for about 2 weeks.The person that came to drop off my property and pick up the machine asked that I sign a completion form, which I stated I would not sign because the work hadn't been completed. I informed him that I was still waiting to hear back from [redacted] about the work that hadn't been completed. He stated that he was directed to drop of my property, pick up the machine, and get the form signed and that he didn't know anything outside of what he was instructed to do. I asked him to report back that I would not sign the completion form and that I needed to hear back from someone at Recoveron regarding the situation. He agreed to pass the message on.Even after the completion form I was asked to sign was returned unsigned it still took nearly a week to hear back from them. In my experience with Recoveron they failed to provide me with accurate information, they failed to complete the work they were contracted to do, they failed to respond to repeated phone calls and messages from me, and they failed to do anything to correct the issue. As a result of these failures, my family and I have endured a significant amount of added stress having to continuously call and leave messages for them, having to sit by and wait for a response hoping they would respond and correct the issue before we ran out of time in the hotel we were placed in by our insurance company, having to do the work that was not completed by them, having to repeatedly attempt to contact them to discuss the issues and the bill, having to call to verify that they received photos I sent even after it was agreed that I would send them by a certain date and time and that they would contact me if they had any issues receiving or viewing them, and having to seek assistance from the Revdex.com in an attempt to resolve the issue. I feel that the added stress created by Recoveron's failures and the toll it has taken on my family in an already very stressful time for us is worth more monetarily than what the amount of the bill is after the reduction. And that doesn't even include the property of mine that they damaged.
Regards,
[redacted] Gott

Recoveron has been in the restoration business for over 20 years.  Not once has there been a complaint thru the Revdex.com, we are a small company who cares deeply about the quality of our services. We are taking their word that the quality of cleaning wasn’t up to standards without giving us the opportunity to respond. Recoveron understands that [redacted] and [redacted] are not happy regarding the cleaning of their items Recoveron is willing to take the cleaning portion off of the total invoice of $1952.55.  The cleaning of the items amounted to $973.20.  This will leave a balance of $979.35 to be paid to Recoveron.  The majority of this is for the Hydroxyl Machine that was on their property. This machine helps to neutralize the smell from the fire.  [redacted] and [redacted] should have received a check well above the amount of $979.35 from their insurance company to cover these expenses.  If the $979.35 is not paid by 3-1-18 then we will resubmit to collections for the full amount which we feel we are owed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The business stated in their response that the only items not cleaned were the items that were classified as unsalvageable. That is a false statement because more than 25% of my personal property clearly hadn't been cleaned or was not cleaned well and there was significant visible proof of that. I have attached a few pictures of items that were clearly not clean. I have more than 200 pictures of items that weren't clean, as well as a number of pictures of items that were damaged by the company and pictures of items that should have been classified as unsalvageable by them but were not. We attempted to contact Recoveron about the items that were not clean prior to cleaning any of the items ourselves. After several attempts to contact the company, leaving numerous messages, I had no choice but to do the cleaning myself since my home was ready to move back into and most of the items were necessities. I did clean ALL of my property as I brought it back into my home because based on the number of items that were visibly not clean I couldn't trust that any of it had been cleaned properly if it had even been cleaned at all. It wasn't until I was more than 75% done with cleaning my property that I finally heard back from Recoveron. At that time they offered to have someone come out to re-clean my property. I informed them I was almost done doing so myself. Then they offered to have someone finish cleaning the items I had remaining. At that point I informed them that I would finish on my own because I honestly didn't trust them to do the work after finding that so much of my property hadn't been cleaned and they couldn't get back to me in a timely manner to correct the issue.  After I declined having them do the remaining cleaning they requested that I send photos to support my complaints. I did send these pictures to Recoveron for their review. After they reviewed the photos they came back to us with the reduced bill. We notified them that we didn't agree with the reduced bill since we had to do all the work they were supposed to have done over again on our own. In addition because Recoveron failed to clean any of our electronics we had to wait for approval from the insurance company to have another company clean our electronics and as a result we had no electronics in our home for nearly a week after we were able to move back into our home. Recoveron failed to provide the services they were hired to do. I attempted to contact them to correct this issue and they failed to return my calls until I was already moving back into my home and had done most of the work myself. This situation is what I would call a breach of contract because I signed an agreement for them to provide services that they did not provide and services they did poorly.
Regards,
[redacted]