Restoration of West Austin

Complaint: ***
I am rejecting this response because:Per the contract, they needed to put any additional work and costs in writing to me if it went beyond the estimateThe estimate was $2,and I never received anything in writing providing additional costs beyond the estimateI am only willing to pay up to the estimate cost of $2,and nothing moreI have already paid $1,so the remaining amount will only be $1,500. Not to mention, even if they are IICRC certified, they did not follow protocol for the standards as mentioned on the IICRC website:"More than just removing excess water, IICRC-certified restorers have the knowledge and equipment to further dry a home or facility (including substructure materials) completely back to pre-loss conditionsThrough timely response and the careful monitoring of water damage, mold and other health issues can be preventedIf water damage has been present too long, mold will occur.All IICRC-certified professionals have the training and experience to identify moisture sources, evaluate mold growth (visible or suspected), contain damage, remove contamination and dry materials to ensure that mold will not return."There was a way to determine if mold was on the subfloor without tearing up the tile and that was by going into the crawlspace, which I repeatedly requested they do and they didn'tAnd if IICRC-certified professionals have the training and experience to evaluate mold growth (visible or suspected)., then there was visible mold when they tore out dry wall and the portion of the floor between the kitchen and the dining roomThat visible mold should have given them enough evidence to suspect there was more mold under the floorsThis was discovered on day of the water restoration project and they refused to investigate additional areas for signs of mold growth until one week later.
Regards,
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Thank you for taking the time to voice your concerns, Ms. [redacted]. We pride ourselves on excellent customer care and it’s disappointing to hear you had an unpleasant experience with our service. Just to clarify, every Restoration 1 across the country has been trained by the Institute of...

Inspection Cleaning and Restoration Certification (IICRC). We take these guidelines seriously, and we diligently follow their standards. In this particular case, it was impossible to inspect the subfloor of your home without your permission to pull the flooring. According to the IICRC, a crawlspace, though a part of your home, is not a livable space. Simply put, a crawlspace doesn’t need to meet the same level of Indoor Air Quality criteria to be considered “suitable living.”As for the invoice, the final statement reflects 75% of the additional work requested by you. Per the contract, our prices are derived from Xactimate (a price structure software that dictates our prices). This software is the industry standard across the nation, and it’s used by all restoration companies that work with insurance carriers.As with any homeowner, your well-being is important to us and we are sorry you had a disappointing experience. Please feel free to reach out if you have anymore questions or concerns. All the best,[redacted], Owner, Restoration 1 of Austin