Reynolds Restoration Services, Inc.

---------- Forwarded message ----------
From: *** ***
Date: Thu, Apr 24, at 2:PM
Subject: Complaint ***
To: "[email protected]"
I am working with Reynolds Restoration on resolving my issue as per
complaint *** Please close the complaint at this time
Thank you,
*** ***
Sent from my ***

Review: On January 31, 2014 I had a pipe burst in my ceiling that caused a large portion of my residence to become flooded. Reynolds Restoration was sent February 1, 2014 to remove the carpet and set up drying equipment in the residence. The job scope provided was only for removal of carpet/vinyl floor/base board, moving of content, removal of drywall, as well as placing drying equipment. During their visiting of the residence to carry out the job, I expressly stated that I would move the items within my house upstairs, that I did not need a barrier to be placed separating the first floor from the second floor, and that nothing in the kitchen area had been affected. Additionally, I was told that the drying equipment would be removed within 2 days time. I placed multiple calls in to Reynolds regarding the estimate I had received on March 1, 2014 between dates March 12 and March 14, 2014. From February 1, 2014 until March 14, 2014, there was zero communication from Reynolds asking if I had received the estimate, if I had any questions or concerns. Upon speaking with [redacted] at Reynolds on March 14, 2014, I brought up my concerns regarding the charges and discrepancies that I saw with the estimate provided. I was immediately spoken to very disrespectfully as [redacted] was not willing to hear my concerns and further review the issue. I placed a list of my concerns in an email that was sent on April 3, 2014 after thorough review of the itemised estimate, asking that each concern be addressed. [redacted] continued to reply fixating on one of the issues I had mentioned previously regarding my washer and dryer not having been reset; however, the remainder of my concerns were left without reason as of April 9, 2014. On April 21, 2014, I sent another email as I had again not heard from Reynolds regarding my concerns. I informed Reynolds that due to the negligence and inability to address my concerns as requested weeks prior, I would be contacting the Revdex.com to have this issue escalated properly.

Below I have provided the list of concerns as had been emailed on April 3, 2014:

We had spoken a few weeks ago regarding some issues I was seeing with the itemized invoice XXXX-XXXX-XX sent to me for the emergency work done on 2/1/2014 at (residence). As discussed during our conversation, the work that was done at my residence did not match the quality level expected for the compensation that was requested through the invoice provided. The job was not accomplished within the timeframe that was initially provided, causing for delays to the repair work in the house. Below I have compiled a list of the line items that were either not completed to the indicated level, or are unnecessary and unacceptable upon review:

Hallway & Closets

The vinyl cove base was billed per hour at a significantly higher cost than the removable of baseboard; this should have been priced the same as there is no difference in removal

The sq. footage for insulation and drywall removal was significantly more than the 3' x 3' area of the ceiling that had not previously been removed by myself

The holes drilled into the baseboard were charged individually yet were included with the hourly moisture monitoring charges

The washer and dryer were on wheels yet were charged an exorbitant amount to slide out, unhook hardware, and leave unconnected

The number of dehumidifiers and fans for the residence was extreme due to the small size and was charged for 3 days when I was informed they would only be there for 2 days

2 hours was invoiced for setup/takedown and monitoring of equipment, despite the invoice stating said equipment had 'No Monitoring' and it did not take a 2 hour period to accomplish this task for simply the hallway

Bathroom

The vinyl cove base was billed per hour at a significantly higher cost than the removable of baseboard; this should have been priced the same as there is no difference in removal; bathroom vinyl cove not entirely removed

The holes drilled into the baseboard were charged individually yet were included with the hourly moisture monitoring charges

The number of dehumidifiers and fans for the residence was extreme due to the small size and was charged for 3 days when I was informed they would only be there for 2 days

2 hours was invoiced for setup/takedown and monitoring of equipment, despite the invoice stating said equipment had 'No Monitoring' and it did not take a 2 hour period to accomplish this task for the size of this bathroom

Bedroom 2 & Closet

The holes drilled into the baseboard were charged individually yet were included with the hourly moisture monitoring charges

The number of dehumidifiers and fans for the residence was extreme due to the small size and was charged for 3 days when I was informed they would only be there for 2 days

I had requested to remove the items from the room to upstairs yet was told to leave it so that blocks could be used; this charge is unacceptable

As stated above, I had requested to remove items from room; a content manipulation charge is also unacceptable as what was moved was done by myself

2 hours was invoiced for setup/takedown and monitoring of equipment, despite the invoice stating said equipment had 'No Monitoring' and it did not take a 2 hour period to accomplish this task for the size of the bedroom

Bedroom 1

The holes drilled into the baseboard were charged individually yet were included with the hourly moisture monitoring charges

The number of dehumidifiers and fans for the residence was extreme due to the small size and was charged for 3 days when I was informed they would only be there for 2 days

I had requested to remove the items from the room to upstairs yet was told to leave it so that blocks could be used; this charge is unacceptable

As stated above, I had requested to remove items from room; a content manipulation charge is also unacceptable as what was moved was done by myself

2 hours was invoiced for setup/takedown and monitoring of equipment, despite the invoice stating said equipment had 'No Monitoring' and it did not take a 2 hour period to accomplish this task for the size of the bedroom

Kitchen and Living Room

The holes drilled into the baseboard were charged individually yet were included with the hourly moisture monitoring charges

The number of dehumidifiers and fans for the residence was extreme due to the small size and was charged for 3 days when I was informed they would only be there for 2 days; this room was least affected yet had highest number of equipment

Containment barrier was explained as a necessary requirement despite my request not to have one applied

I had requested to remove the items from the room to upstairs yet was told to leave it so that blocks could be used; this charge is unacceptable

As stated above, I had requested to remove items from room; a content manipulation charge is also unacceptable as what was moved was done by myself

2 hours was invoiced for setup/takedown and monitoring of equipment, despite the invoice stating said equipment had 'No Monitoring' and it did not take a 2 hour period to accomplish this task for the living room area

General Items

The plastic bags used for discarding of materials were my personal bags, this charge is therefore unacceptable

The zipper, as stated with the containment barrier above, was unnecessary

The emergency service charge is unacceptable as this was not outside of business hours as per invoice; the fee has no basis amongst the work that had been done

Hazardous waste/mold removal charge is unacceptable as there was no hazardous waste removed; if this charge pertains to removal of carpet/foam/baseboard, this was charged within each room, itemized as per invoice

The invoice overall was charging significant amounts for labor in each room; it does not take a 2 hour period to setup and takedown equipment in such small spaces, even including the monitoring that the equipment did not require, nor did any of the other quoted labor times match up with the work that was done. Additionally, the living room was the largest portion of overall cost, yet had the least amount of necessary work to complete. The hallway was the area directly affected by the water; the living room, as I stated above as being least affected, was almost double the overall charge. There was no need for the level of equipment in the living room due to this, nor were the number of overall units provided necessary. I was told that your company would be back on Monday 2/3 to remove all equipment (a 2 day timeframe based on the equipment being placed in the house late on 2/1 and being informed it would be removed the morning of 2/3) yet I was invoiced for three days despite the timeframe provided. As far as the quality of work done, I was shocked to see the state within which my home was left. The floors were a mess and items were strewn around; the walls around the baseboard were damaged when they had not been damaged before. The bathroom floor was scored but not removed despite it appearing to have been completely damaged with the water; in the closets where the vinyl flooring was affected it was removed entirely but not in the bathroom. I was disappointed overall with the lack of attention to detail when providing this service to someone whose home has just been significantly damaged by water; there should not have been any additional damage during this process. When viewing the invoice with a few industry professionals, it was brought to my attention that there seemed to be an excessive presence of overcharging as well as double-charging throughout the invoice as listed above. I would appreciate this being reviewed and adjusted to an appropriate amount in accordance to our previous conversation of my concerns, and in accordance to my concerns listed above. Once this has been adjusted to a reasonable level, I would appreciate a new invoice being sent to my physical mailing address, as well as to my email address.Desired Settlement: I have requested that the estimate be adjusted to omit erroneous double-charging and excess costs. I would like for this issue to be resolved as quickly as possible. I feel that Reynolds has a responsibility to hear their client's concerns with open ears and not to disregard their client's questioning of their business practice. As stated above, I would like all of my concerns addressed and for the final payment to be adjusted reflecting the areas I have brought to their attention.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Thu, Apr 24, 2014 at 2:58 PM

Subject: Complaint [redacted]

To: "[email protected]" <[email protected]>

I am working with Reynolds Restoration on resolving my issue as per complaint [redacted]. Please close the complaint at this time.

Thank you,

Sent from my [redacted]