Royal Water Damage Restoration

Royal is the best company I have ever worked with The staff explained everything and took the the time to answer all of my questions before leaving They arrived every time when they said they would While I hope I never have water damage again, I wouldn't hesitate to call Royal I'll gladly recommend Royal to others Thank you so much

Excellent! From the first visit, everything went well I understood what happened and how the job would be taken care of I was immediately put at ease Especially appreciated Royal remaining in contact with my insurance company and me through Everyone was professional, competent and compassionate On time, thorough, careful, professional, helpful - Just the best

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] ? Complaint: [redacted] I am rejecting this response because:This is the reason I contacted the Revdex.com.? Here is the correct chain of events.? 9.12.2015? Royal Water Damage (RWD) came to the house to remediate the water from the basement from the flood.? RWD brought their equipment which included a box that had to be hooked up to the Electrical Panel.? Their box fed the power from the Electrical Panel to the extension cords, fans and dehumidifiers.? The RWD representative asked me to look at the Electrical Panel and noted that it was “full” and there were no empty breakers for them to hook up their equipment.? This meant they had to “move things around” to accommodate their requirement of two (2) breakers to power their unit.? They also claimed they did not know what breakers were since they were poorly labeled therefore they randomly selected breakers and wired them together.? They did the work in the Electrical Panel they needed to do.? The fans started running and they left for the day.? The next morning I woke up and the house was hot.? I realized that the air conditioning was not running.? I called RWC and they sent and representative to look at the situation.? Again they went into the Electrical Panel and “fixed” the air conditioning.? RWC completed their work and removed all of their equipment.? Approximately one (1) month the weather changed and it was cold.? I turned on the heat and it did not work.? My husband looked at the Boiler and realized it was not igniting.? He went to the Electrical Panel and there was a breaker missing, it was not “full” as it was when the original RWD person showed me the Electrical Panel.? I called RWC and they sent two (2) people the next morning.? It was a Saturday morning.? Fortunately the weather warmed up and the lack of heat was not as critical.? When they were at the house they took the cover off of the panel and stated the missing breaker was there all of the time and that it was lying at the bottom of the Electrical Panel.? While they were at the house one of the men turned off the entire panel and flipped it back on.? He did this without permission and without regard of what was running in the house.? They told me I had to call and Electrician or a Heating person to figure out what was going on.? After they left I went make lunch and when I opened the refrigerator it was dark, it was not running.? That is when I realized that when he turned the main switch on the Electrical Panel off it affected many things in the house.? I opened the Electrical Panel and saw the breaker labeled refrigerator was not in the same direction of the adjacent breakers and I flipped it, the refrigerator went back on.? This is also when I realized the majority of outlets in the Laundry Room were not working.? The next Monday I sent an email to my Plumber.? I explained the entire situation and told him I needed an Electrician since the RWD people told me that that Electrical Panel was a complete mess and after the flip on / flip off of the entire Electrical Panel the majority of outlets in the laundry Room did not work.? The Plumber met me at the house that evening.? He looked at the Boiler and found the same thing as my husband.? He went to the Electrical Panel.? He noticed some breakers were flipped the wrong way he flipped them? It was a BOOM.? There was a flash and the Plumber jumped back from the Electrical Panel.? I completely freaked me out, it was really scaryIt took a few minutes for the Plumber to collect himself; he was in a state of shock ?" literally and figuratively.? The Plumber removed the cover of the Electrical Panel and he discovered that two (2) breakers were wired together.? I have since found out this is not correct and very dangerous.? The plumber was almost electrocuted.? The house could have caught on fire.? The Plumber stated that what RWD did was really bad and that they fried the ignitor to the Boiler.? Electrical work 101, you do not wire breakers together.? The Plumber removed the wire and went on to state that the Panel is not a mess and labeled correctly.? The boiler was approximately years old.? The Plumber stated that it would be difficult to find replacement parts and if he did find the parts it would a waste of money to repair and rewired a year old Boiler.? His recommendation was to replace the Boiler.? He also stated that I should contact RWD about compensation since they “work” they completed caused the damage to the Boiler resulting with me to having to install as new Boiler.? I contacted RWD.? I asked to resolve the issue by helping me to pay for the new boiler.? The total cost was $9,997.? I asked for $4,000.? I would like to address MrC***’s statements ?" Approximately month later 10/23/we received a call from [redacted] ’s plumber stating that he was playing around with the breakers which caused a power surge resulting in the boiler ignition to fry.? ? The Plumber was “playing around with the breakers”.? He did not cause the serge.? The serge was cause by RWD wiring two (2) breakers together and when the RWD representative flipped the entire Electrical Panel on and off.? We explained to [redacted] and her plumber that we did not wire breakers together and are in no way at fault.? ? MrC [redacted] forwarded photographs of the Electrical Panel his team took to the Plumber and they show the breakers wired together.? The last person to actually touch the breaker was her plumber.? ? Yes, to correct situation created by RWD In good faith we called [redacted] a few days later to try to resolve her issue even though it wasn’t our responsibility nor did it have anything to do with us or with the job that we completed (again to her satisfaction) back in September.? ? ? This is not correct and the reason I contacted Revdex.com.? During our conversation [redacted] mentioned that she had not used the heater/boiler in over a year so we offered to send out another HVAC/Plumber to actually fix the problem (at our expense).? ? Correct, I had not used the heater yet because it was the end of the summer, who turns the heater on in the summer?? Given the situation I am in with RWD I would not trust anyone they recommend since they were in the Electrical Panel without a licensed Electrician.? We gave her all of the contact information she needed but she refused any help.? ? [redacted] then stated that after 25yrs it was time to buy a new boiler and that she wanted us to pay for itObviously since we did not cause her boiler to fail we were not going to purchase a new boiler as she demanded.? ? However since we strive to make our customers happy we did (again in good faith) offer [redacted] $towards the purchase of a new boiler.? ? She again reused.? As I stated in the information above I asked for a fair price and that was half of the cost, I never, ever asked nor demanded RWD to pay the full amount.? I chose not to use RWD recommended vendor because they did not have a licensed Electrician on their team when they went into the Electrical Panel.? I would foolish to take their advice We have been in business for 10yrs have an A+ rating with the Revdex.com and have NOT received a single complaint.? ? Our goal and success is based on responding immediately and bringing our customers 100% satisfactionTo us it's a matter of integrity and our reputation is built on it.? David C [redacted] Royal Water Damage Restoration Regards, [redacted]