RestoreCore, Inc.

Dear *** ***,To clarify a few items in your response: The contract for your insurance is between
you and the insurance company.
RestoreCore is not a party to that contract and cannot interfere with
your contract with the insurance carrier.
The RestoreCore employee was correct in informing you that you need to
make any claim directly to your insurance carrier or to your agent. The additional leaks in your roof affecting
your walls and carpet were additional losses that had to be handled thru your
insurance company in order for you to use your insurance to cover the
additional expense.You stated in your response that the roof was not repaired
for several weeks. There were several
rain events in this time period and the carpet was wet additional times. RestoreCore notes indicate that you would not
allow us access to dry the areas from the additional wetting events.The containment the Industrial Hygienist referred to was to
contain dirt, dust, and spores during the cleanup. The containment was present during the work
but not present when he made his inspection.
This containment would have been plastic sheathing installed around the
work area or at doorways. This
containment is not designed to prevent the penetration of water. The missing drywall on the walls also would
not prevent the movement of water thru the house. Water will always seek its own level. Evidently the water got on your carpet while
the drywall was still on the wall; it makes sense that replacing the drywall
would not prevent the water from wetting the carpet again if the source of the
water is not removed. It would have only
made the drywall wet again.We have no complaint or indication that there were any rust
marks on the carpet after we finished the work we did at your house. Since there were several rain events between
our work and the repair of your roof the carpet and pad were rewet several
times. The carpet may not have looked
wet or felt wet. However it may have had
sufficient moisture in the carpet and pad to cause your brass metal to cause
staining on the carpet.I addressed the issue of the shelves before in that they were
not salvageable and we sent this information to your insurance carrier. They should have reimbursed you for the new
shelves. You should be able to contact
your insurance company or agent to verify this or get it corrected. Your insurance company or agent should be
able to help you with the insurance process.
The insurance process for each insurance company is different and can
sometimes be confusing to the homeowner.
This is where a good insurance agent should be able to help you.Unfortunately there is nothing I can do at this time, except
recommend that you contact your insurance agent for help in determining exactly
what your claim is and what you were compensated for

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Complaint: ***
I am rejecting this response because:
I apologize to RestoreCore for their confusion but someone in this company has not documented the history of what happened here correctly Restore Core neglects to mention that there was no carpet damage until their dehumidifier leaked all over the right fireplace side of my carpet There were no "additional" water intrusions on this side of the carpet - this area was COMPLETELY DRY The living room did not have any water on the carpet until their removed a portion of the wall and left it open for over weeks - the left side of the carpet leaked during this time During this time there was a rain event and I called the insurance company and project manager to notify them of what was going on The health /mold tester that they contracted with came out to my home said in front of witnesses that the wall area was not properly contained from the very start and because of that water started traveling down the adjacent wall (left wall) They refused to contain the area properly When I was called in May by the project manager to cover a still wet wall I informed him that they could not complete the repair without drying out the wall again - that they needed to represent that to the insurance company- he told me he couldn't get in the "middle" of my and my insurance company, so clearly now I am being held hostage to a contractor who does not have my best interest When I fixed my roof and finished the necessary repairs I requested they return to finish their work but they refused to come out and finish the rest of their work I have yet to see what they billed the insurance company re: work done in my home I have never seen a scope of work even though I asked for it several times As a result of their negligence I had to replace my carpet, find another contractor to clean up their mess they created and finally throw out items they never cleaned or HEPA Vacd so that I could get my house back in order
Not only did Restore Core examine the area - they sent staff over SEVERAL times and they took plenty of pictures - never told me what they were for These statements are patently falseThe insurance adjuster's findings have nothing to do with shoddy workmanship and lack of professionalism I asked several times for them to come and complete the work They refused telling me to take it up with insurance They didn't clean anything They dehumidified both rooms One leaked all over my carpet - the other discharged into my crawl space They didn't HEPA Vac and did not contain the areas properly I asked them to HEPA Vac - and my mother reminded them as well and they told an elderly person she could vacuum the area herself Clearly the mold report states it was never done - and should have been I have limit on my mold claim and they have been paid for work that never happened And I have no means to recoup the damages to my carpet - which was vandalized because of their negligence and carelessness I called the employee that very night when I discovered the soaking carpet to tell them the dehumidifier was leaking - he told me to take a towel and put it under the unit I complained several times to RestoreCore about my carpet - and they told me to steam clean it myself I pointed out the rust on my carpet to the project manager and the staff person when he picked up the air-scrubbers they left as a "courtesy" because they knew I was unhappy with the job they provided thus far He took pictures on his phone and left The insurance company paid me to complete the remaining work work - which I have They did not include the shelves because they were unaware of the shelves they damaged during the mold remediation of the closet wall I paid for that out of pocket And they did not include the carpet because it was not damaged as part of the initial claim - RestoreCore did that with their negligenceI have tried times to reach out and settle this with the project manager and escalated it to their general Manager Allan Hornbeim I was told that he would call me back and rectify the outstanding items on this job I never heard back which is why I filed my complaint
Regards,
*** ***

I apologize for the inconvenience we have caused. The information you requested was sent today by *** express overnight delivery. if you need anything further please email me directly. ***@restorecore.com. I am not readily available by phone.Tell us why here

The floor has already been installed. I apologize for the length of time it took to get the job completed. After looking at the log for the job, it appears that were some difficulties getting the insurance carrier to approve the new floor. The insurance carrier finally approved
replacement of the top layer of floor only, even though the customer wanted the tile underneath removed. The floor was scheduled to be installed before Thanksgiving, and was rescheduled at the customer request. The customer finally decided to have only the top layer of the floor installed weeks ago. We did have an emergency and had to reschedule the installation. this delayed the floor a few days

This company was given to us by our insurance company, they came in gangbusters to solve the problem. They were pulling out flooring before everything was removed from rooms and setting up their equipment. They did dry up the water but their machines blew all the dirt from their demolition all over our white panel, our white brick fireplace wall and on every picture and whatever they did not remove. They also claim our dresser top was loose that's why they used a dolly, but it was never mentioned to us, screws were removed from the frames of our glass closet doors so when we went to put them back the glass fell out and broke, they said our contractor must have broken it but we were the ones who moved the doors, we had glass pieces that were stored in a box they broke, but that is not their fault and every piece of framed artwork that was on the walls needs to be cleaned because their fans blew dirt everywhere, We even had to junk two flower arrangements from two of our daughters weddings because they were covered with grey grime. When we complained the company turns the damages onto us. They are interested in getting in, removing as much as they can they can get paid for and leaving you to restore their mess. We were even told we would get a quote on the repair work within a week but we are still waiting, had to get our own contractor.- NINUS ----------5 Satisfaction Rating

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 Complaint: [redacted]
I am rejecting this response because:I apologize to RestoreCore for their confusion but someone in this company has not documented the history of what happened here correctly.  Restore Core neglects to mention that there was no carpet damage until their dehumidifier leaked all over the right fireplace side of my carpet.  There were no "additional" water intrusions on this side of the carpet - this area was COMPLETELY DRY.  The living room did not have any water on the carpet until their removed a portion of the wall and left it open for over 3 weeks - the left side of the carpet leaked during this time.  During this time there was a 1 rain event and I called the insurance company and project manager to notify them of what was going on.  The health /mold tester that they contracted with came out to my home said in front of 3 witnesses that the wall area was not properly contained from the very start and because of that water started traveling down the adjacent wall (left wall).  They refused to contain the area properly.  When I was called in May by the project manager to cover a still wet wall I informed him that they could not complete the repair without drying out the wall again - that they needed to represent that to the insurance company- he told me he couldn't get in the "middle" of my and my insurance company, so clearly now I am being held hostage to a contractor who does not have my best interest.  When I fixed my roof and finished the necessary repairs I requested they return to finish their work but they refused to come out and finish the rest of their work.  I have yet to see what they billed the insurance company re: work done in my home.  I have never seen a scope of work even though I asked for it several times.  As a result of their negligence I had to replace my carpet, find another contractor to clean up their mess they created and finally throw out items they never cleaned or HEPA Vacd so that I could get my house back in order.  Not only did Restore Core examine the area - they sent staff over SEVERAL times and they took plenty of pictures - never told me what they were for.  These statements are patently false. The insurance adjuster's findings have nothing to do with shoddy workmanship and lack of professionalism.  I asked several times for them to come and complete the work.  They refused telling me to take it up with insurance.  They didn't clean anything.  They dehumidified both rooms.  One leaked all over my carpet - the other discharged into my crawl space.  They didn't HEPA Vac and did not contain the areas properly.  I asked them to HEPA Vac - and my mother reminded them as well and they told an elderly person she could vacuum the area herself.  Clearly the mold report states it was never done - and should have been.  I have limit on my mold claim and they have been paid for work that never happened.  And I have no means to recoup the damages to my carpet - which was vandalized because of their negligence and carelessness.  I called the employee that very night when I discovered the soaking carpet to tell them the dehumidifier was leaking - he told me to take a towel and put it under the unit.  I complained several times to RestoreCore about my carpet - and they told me to steam clean it myself.  I pointed out the rust on my carpet to the project manager and the staff person when he picked up the air-scrubbers they left as a "courtesy" because they knew I was unhappy with the job they provided thus far.  He took pictures on his phone and left.  The insurance company paid me to complete the remaining work work - which I have.  They did not include the shelves because they were unaware of the shelves they damaged during the mold remediation of the closet wall.  I paid for that out of pocket.  And they did not include the carpet because it was not damaged as part of the initial claim - RestoreCore did that with their negligence.I have tried 3 times to reach out and settle this with the project manager and escalated it to their general Manager Allan Hornbeim.  I was told that he would call me back and rectify the outstanding items on this job.  I never heard back which is why I filed my complaint.
Regards,
[redacted]

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The job is done but it was rushed and the cut corners to finish. First it took restore core 2 months to get someone to come to my house to look at the bathroom,  then the scheduling was not my doing I told them that I was on vacation week after thanksgiving, so we scheduled it for that Monday after. 10 am I had to call restore core and they tell me that the contractor was sent on another job at lehigh valley hospital. So my job got pushed back, because the are not making any money on my job, they were  going to make a lot on the hospital. so they came Monday at 11am to start the job. Said they will be back Tuesday 11am to finish, but never showed up. I got a call from the contractor 12:30 saying his truck got impounded he wont be there. He will finish the job Wednesday, to text him when I would be home from the funeral I had to go to. I sent him a text at 10:40 am, told him to head over, I get a response back at 2pm that they will be there soon. They showed up at 4pm to finish. The job is done but I will never use this company again. I forward all this that happened to my insurance company, because they are the one`s that recommended them.  
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:I requested that RestoreCore convey the urgency of getting an adjuster to my property - my insurance SENT them there - that is not interfering, that is being a professional and advocating for your client.  I am unsure as to who the client is in all of this however - me or my insurance company.  And just so we are all on the same page - the whole reason RestoreCore was in my home to begin with is because I made a claim directly with my insurance company.  As for the carpet damage being a loss to be handled by the insurance company they have stated that the loss is due to contractor negligence and those need to be resolved with RestoreCore.
Proceeding with a repair without the adjuster seeing the damage that occured would mean I’d forfeit all rights to my claim.  However, the carpet damage is a direct result of negligence and unwillingness on the part of RestoreCore to fix the problem when it occurred.  The rain events they keep mentioning had nothing to do with the dehumidifier leaking on a carpet that was never wet until they started the job.  As for access to dry walls - that was never a discussion.  RestoreCore's intent did not include coming back to dry anything additional.  The intent was to cover a wet wall.  They called well over a month after their initial "cleaning" to “close the job and put a wall up” as per their project manager.  RestoreCore wanted to get paid.  Not to dry a wall again. 
The initial "containment"in the living room was haphazard and removed but the plastic sheathing that was put directly against the wall afterwards as a barrier was present during the hygienist's inspection as was I.   The area was never HEPA vac’ed and the report clearly states that RestoreCore should return and finish it.  I can forward mine if you don’t have a copy.  While the containment isn't meant to prevent water penetration that is not the finding on the report.  The report states that mold spores are found all over the living room because of the fact that it was never HEPA vac'ed. Did they bill my insurance company for cleaning up this room?  They also mentioned that the bedroom was contained properly either and needed additional HEPA vac'ing. I will clarify again since I have firsthand knowledge of this; we never had ANY water on this carpet until RestoreCore's dehumidifier leaked on it, and when I called your staff to rectify the issue they told me to put a towel under your leaking machine because he was already home and he’d back over in the morning.  We were also advised that we could clean it up ourselves.  That speaks volumes on the lack of professionalism shown here.  By their reasoning it is perfectly acceptable to bring a substandard machine into my home, refuse to remove it, ruin my carpeting and then tell me to clean it up myself?  My insurance agent notified me that my carpet was damaged due to RestoreCore's negligence and that RestoreCore would need to remedy this.  My insurance company suggested that RestoreCore has been paid for an incomplete job and since I have not seen an invoice, or an itemized bill as to what was charged, I can’t be sure what services they were paid for completing.  I do know that in the end the adjuster did not add the shelving because they were unaware that any needed to be replaced.  And since I reached my cap they are unable to assist me further in this regard.
It is clear to me that RestoreCore is unwilling to rectify the issues with their job at my home.  They have vandalized my property and when I tried to get them to rectify the situation they make it look like I have not done my due diligence as a homeowner.  It is offensive to me to suggest that I am confused to the process since I work with agencies such as the NICB in my field - I understand how insurance works.  Simply put, I’ve reached my limit on this claim and no insurance is going to address a subcontractor’s negligence.  I am very unhappy with the way they handled my case, and their unwillingness to address any of my concerns or contact me directly to resolve this is very telling as to how they operate on a customer service level.  It is non-existent.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I requested that RestoreCore convey the urgency of getting an adjuster to my property - my insurance SENT them there - that is not interfering, that is being a professional and advocating for your client.  I am unsure as to who the client is in all of this however - me or my insurance company.  And just so we are all on the same page - the whole reason RestoreCore was in my home to begin with is because I made a claim directly with my insurance company.  As for the carpet damage being a loss to be handled by the insurance company they have stated that the loss is due to contractor negligence and those need to be resolved with RestoreCore.
Proceeding with a repair without the adjuster seeing the damage that occured would mean I’d forfeit all rights to my claim.  However, the carpet damage is a direct result of negligence and unwillingness on the part of RestoreCore to fix the problem when it occurred.  The rain events they keep mentioning had nothing to do with the dehumidifier leaking on a carpet that was never wet until they started the job.  As for access to dry walls - that was never a discussion.  RestoreCore's intent did not include coming back to dry anything additional.  The intent was to cover a wet wall.  They called well over a month after their initial "cleaning" to “close the job and put a wall up” as per their project manager.  RestoreCore wanted to get paid.  Not to dry a wall again. 
The initial "containment"in the living room was haphazard and removed but the plastic sheathing that was put directly against the wall afterwards as a barrier was present during the hygienist's inspection as was I.   The area was never HEPA vac’ed and the report clearly states that RestoreCore should return and finish it.  I can forward mine if you don’t have a copy.  While the containment isn't meant to prevent water penetration that is not the finding on the report.  The report states that mold spores are found all over the living room because of the fact that it was never HEPA vac'ed. Did they bill my insurance company for cleaning up this room?  They also mentioned that the bedroom was contained properly either and needed additional HEPA vac'ing. 
I will clarify again since I have firsthand knowledge of this; we never had ANY water on this carpet until RestoreCore's dehumidifier leaked on it, and when I called your staff to rectify the issue they told me to put a towel under your leaking machine because he was already home and he’d back over in the morning.  We were also advised that we could clean it up ourselves.  That speaks volumes on the lack of professionalism shown here.  By their reasoning it is perfectly acceptable to bring a substandard machine into my home, refuse to remove it, ruin my carpeting and then tell me to clean it up myself?  
My insurance agent notified me that my carpet was damaged due to RestoreCore's negligence and that RestoreCore would need to remedy this.  My insurance company suggested that RestoreCore has been paid for an incomplete job and since I have not seen an invoice, or an itemized bill as to what was charged, I can’t be sure what services they were paid for completing.  I do know that in the end the adjuster did not add the shelving because they were unaware that any needed to be replaced.  And since I reached my cap they are unable to assist me further in this regard.
It is clear to me that RestoreCore is unwilling to rectify the issues with their job at my home.  They have vandalized my property and when I tried to get them to rectify the situation they make it look like I have not done my due diligence as a homeowner.  It is offensive to me to suggest that I am confused to the process since I work with agencies such as the NICB in my field - I understand how insurance works.  Simply put, I’ve reached my limit on this claim and no insurance is going to address a subcontractor’s negligence.  I am very unhappy with the way they handled my case, and their unwillingness to address any of my concerns or contact me directly to resolve this is very telling as to how they operate on a customer service level.  It is non-existent.
Regards,
[redacted]

Review: RestoreCore was referred to me by my homeowner's insurance ([redacted]) after finding mold in a closet that had issues due to ice damming on the roof and wind damage due to Hurricane Sandy. The workers insisted on starting work on the first day - telling me that they would be done by the day before Easter Sunday. They set up dehumidifiers - drained water into crawl spaces rather than down the drains, created a lot of dust and debris and did a horrible job cleaning up. When I requested they clean up the dust with their HEPA vac they told me I could do it on my own. They took many pictures of the area and spoke to my insurance company but never kept in the loop regarding what the scope of work was. I kept asking and they never replied. In fact, I was told that I "ask too many questions". They destroyed the pine shelving in my closet during cleanup and told me that they would give me new shelving. Never happened. Their dehumidifier that was set up in my living room leaked all over my carpet, I have brass fixtures that rusted on a light carpet and the staining is a direct result of the dehumidifier leak- when I asked what we are to do about that I was told that I could steam clean it myself. I thought that very odd since only a day ago I was warned not to touch the water - that it's not clean. Upon opening the wall it was discovered that there was water behind the wall. They weren't really interested in exploring why the water was there - I got the feeling they were working for the insurance company and where not interested in mitigating the situation and only interested in cosmetic fixes. After the living room wall was opened my whole family started having respiratory issues which was directly attributed to RestoreCore not containing the area properly or using the hepa vac. My insurance company paid them for god knows what, and they refuse to return and complete the mold remediation that was recommended by the Independent Health Tester that they decided to hire! I called Allan H[redacted] and was told that they were going to rectify this matter. That was over a month ago. I want to be reimbursed for my carpet and shelving - which they are directly responsible for damaging.Desired Settlement: Carpet was replaced for $1200 - shelving cost $200.

Business

Response:

September 19, 2014

Revdex.com ID: [redacted]

I have read the Customer Statement and reviewed our file on

this job.

I would like to apologize to [redacted] for any confusion she

may have. RestoreCore’s records and the

insurance file indicate that [redacted] refused to allow RestoreCore to come

back and finish the project until the insurance adjuster finished his review of

the roof.

The roof was still leaking and causing water to enter the

house and rewet the carpet before we finished the job.

Our records and the insurance record indicate that after

RestoreCore dried out the premises, there were additional water intrusions. The same area was wet at least a second

time. [redacted] did not allow us to

examine the area or dry the area. She

was waiting for the insurance adjuster. Any

damage that resulted from the 2nd or subsequent water losses should be claimed as a

separate loss, given to the insurance company, and not be attributed to RestoreCore. There may be rust on the carpet from the 2nd

water loss. There was no damage to the

carpet after the 1st water loss, and no complaint was ever received

by RestoreCore about rust on the carpet.

The shelves in the closet were damaged by mold and not salvageable. RestoreCore’s estimate for repairs to the

insurance company included new shelving.

This should have been paid for by the insurance company directly to [redacted]. Line 4 of the estimate is “Closet

package – (4shelves 5’- 6’wide)

$208.51”; Line 5 of the estimate

reads “Seal & Paint wood shelving, 12” – 24” width $208.51”; Line 15 of the estimate is “Finish carpentry

labor minimum $59.26”. These are the

amounts the insurance company paid [redacted] less her deductible of $1000.00 to replace the shelves.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: