Restoration Management Services

Dear Revdex.com,The homeowner has not responded to our message, but simply states that she does not accept our offer We have not made an offer at this time, but are willing to work with the homeowner to resolve her issues If she'd like us to come back out and address her concerns, we can certainly do that When last we spoke with her, she did not want us back I have reviewed the pictures and we are a little confused as to what they are showing Perhaps descriptions would be helpful If she could please outline exactly what she would like to happen on this file, it would be appreciated As stated, we are willing to work with her on payments that are owed, as well as work that still needs to be addressed If she is unsatisfied with the repairs, we can gladly meet with her to address those concerns She just needs to call us back Thank you, Restoration Management Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

We have contacted the homeowner and are going to set up to meet with her next week. She is currently sick and would prefer sometime next week. We would like to resolve this matter and will be willing to finalize the repairs. We will update once we have a resolution.Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am very willing to work with RMS to get this matter resolved; however, I have not personally been contacted by the company to discuss my concerns Instead of contacting me, a voicemail was left on my mother's phone and then forwarded to me by herI returned the call to MrY***'s cell phone after I received the voicemail message from my mother and left a voicemail for MrY*** on 4/at 9:33am, but never received a return call. Please note that I provided my mother's phone number to RMS over a year ago in order to make arrangements for the contractors to enter my home, but it should not be used as a means to get in touch with me as we do not live in the same household I left my cell phone number on the voicemail for MrY*** and would appreciate a return call at his earliest convenience to discuss my concerns and resolve the complaintI appreciate RMS reviewing the images I submitted and would be happy to provide more details either through this complaint system or via phone conference If the repairs can be completed as originally promised within a specified time frame, I would appreciate a discussion about thatMy contract was signed almost a year ago (June 2014) and the number of delays that occurred prior to me filing this complaint with the Revdex.com is unprofessional; therefore, I do not want to work with the same project manager that was originally assigned to my case if it is decided that the repairs can/will be completed satisfactorilyI would also like to have set dates of when the repairs will be completed, in stages if necessary.
Thank you very much for working with me to resolve this matterI look forward to hearing from them soon.Best Regards,
*** ***

Good Afternoon,This email is in response to the above referenced complaint.  We appreciate this opportunity to address this issue and share our side of the matter.  I have mailed you a hard copy of this letter as well We received this call in May of 2014 from the homeowner’s insurance...

company, [redacted].  It was assigned to an estimator who inspected the loss and drafted an estimate for the repairs.  The standard practice of most restoration contractors is to await approval of the estimate from the insurance company, and to draft a contract based off of that estimate.  Through dealings with the homeowner and the insurance company, it was several months before the numbers were truly finalized for the repairs to begin.  The insurance company issued a check for the full amount of the repairs in late July, early August of 2014.  We requested an upfront payment from the homeowner in order to buy materials and start the repairs.  Since the check from the insurance company was for the full amount, it was determined that the homeowner would endorse the check and we would write her a check from our account for 50% of the amount of the repairs.  With regards to her specific complaints, we had moved her refrigerator away from the wall to paint.  She moved it back, and while doing that, the floor was damaged.  There was no damage prior to her moving the fridge.  In an effort to resolve the issue, we fixed the floor for her, and then ultimately replaced her floor at our expense in an effort to make her happy.   The bottom of the refrigerator was damaged prior to us moving it, however again, we offered to fix this for her at our expense.  At the same time, she had requested a toe kick under the stove.  There was not a toe kick there prior to our repairs, however we installed one for her.  This was also done at our expense.  With regards to the complaint of the corners and the ceiling, we fixed these items and she advised that she was happy with the repairs.  She made no indication to us that she was still unhappy with this work.  She advised that she was unhappy with the caulking in the bathroom, and we replaced the caulking.  She was still unhappy with this work, and we advised her that when we sent our painter out to finish the repairs, he would again replace the caulking.  The issue was not with the caulking itself but how it was reacting with her water.  There was no way to avoid the issue, but we offered to try again. With regards to the door in question, it was not the door jamb that was damaged.  It was a hollow core door that had the finish coming off.  This was pre-existing damage before we entered the home.  I have attached a photo for your file. Throughout the course of this job, we had scheduled numerous times to complete different aspects of the repairs for the homeowner.  She would not allow us in the home for weeks at a time and would only allow a certain worker of ours to be scheduled to do the work.  The painter that she requested was several weeks out at the time of the painting, and we advised her that he would not be available until the start of the New Year due to other jobs already being scheduled.  We had other painters available that we could schedule for the repairs, however she was fine with waiting until this particular painter was available.  We did several items that were not part of our scope of repairs that we were getting paid for by the insurance company in the efforts of pleasing the customer.  The project manager continually accommodated appointments with the homeowner after normal working business hours as those were the only times she was available.  At the start of the New Year, she was contacted by our project manager to let her know that our painter was now available to be scheduled to complete her job.  Again, she was told months earlier that this particular painter was scheduled out until the start of the new year and that we could get someone else out there to finish the work.  She wanted to wait until the new year to have this particular painter.  It was at this time that she advised that she wanted to have another company complete the repairs.  It was at this time that we sent her the final invoice for the work that we completed.  Three invoices were sent to her, at which point she did not contact us to dispute any charges.  We only invoiced for the work we completed and have been patiently waiting for payment.  We are willing to work with the homeowner for payment in an effort to close the file. Please contact me if you have any further questions or need any additional information.  [redacted]Restoration Management Services[redacted]
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We have been in discussions with our drywall finisher and have been attempting to get him out there to fix the issues.  We will contact him and the homeowner today and will try to get him out there as soon as we can to resolve this matter.  I apologize this has taken so long to...

address. Thank you,

Dear Revdex.com,The homeowner has not responded to our message, but simply states that she does not accept our offer.  We have not made an offer at this time, but are willing to work with the homeowner to resolve her issues.  If she'd like us to come back out and address her concerns, we can certainly do that.  When last we spoke with her, she did not want us back.  I have reviewed the pictures and we are a little confused as to what they are showing.  Perhaps descriptions would be helpful.  If she could please outline exactly what she would like to happen on this file, it would be appreciated.  As stated, we are willing to work with her on payments that are owed, as well as work that still needs to be addressed.  If she is unsatisfied with the repairs, we can gladly meet with her to address those concerns.  She just needs to call us back.  Thank you, Restoration Management Services

Review: Buldging drywall tape in living room. I have been told at least four times that they will come back and repair the problem. Their representative came to view the problem and and confirmed the drywall ceiling problem needed repaired. This has been going on for about nine months .The problem is in a area where another drywall repair had to be repaired. They keep telling me they are going to fix the drywall but never call back with a repair date.Desired Settlement: I want the drywall repaired and ceiling painted to match remain ceiling. I would like this done in a timely manner as I was told it would be.

Business

Response:

We have been in discussions with our drywall finisher and have been attempting to get him out there to fix the issues. We will contact him and the homeowner today and will try to get him out there as soon as we can to resolve this matter. I apologize this has taken so long to address. Thank you,