Service Master Restore by ORC

Tell us why hereThis letter is in response the complaint that has been filedOur company has been operating since with no complaints until nowWe have maintained the same clientele while adding new customers since we opened the doors in It is our policy to complete every job big or small to the owner’s satisfaction 100% of the timeWe will address the issues raised by the owner belowWe were dispatched to an emergency response call due to an air conditioner condensate line leak at the bedroom and hallway thresh holdThe affected materials were drywall, door casing, saturated carpet and padThe technicians built a containment around the affected area for dust control and removed the damaged drywall, insulation, trim, door and carpet padThe area was disinfected with antimicrobial and drying equipment was then set and monitored until all materials reached dry standardIt is standard operating procedure to remove the carpet pad from under the carpet to allow for air infiltration in an attempt at drying and salvaging the carpetingThis practice necessitates either pulling back the carpet from a long wall or cutting at a seam where possibleIn this case the carpet was saturated in the hallway, requiring a seam to be cut at a doorway to allow for the pad to be removedWhen dry and if possible, this would require new seaming tape and carpet stretchingHowever, in certain situations due to age of carpet, condition and thickness of backing material, this proves to be unsuccessful due to the delamination and shrinkage of the backing material.Once the mitigation was complete, an estimate for the reconstruction was written and submitted to the insurance adjuster for approvalWe then began repairs to the home which included a re-seam of the carpetprotocol for carpet damage is to attempt to re seam first and if unsuccessful due to condition of the carpet from the water damage then recommend for replacementThe technicians prepped the area installed insulation, hung, taped and textured the drywall, replaced the carpet pad, installed door trim and door and painted all the repairsThe door handle that was installed can be installed facing up or downMr [redacted] advised us it was not the direction he wanted it to face we returned and reinstalled it facing the direction he choose and performed paint touch ups.We dispatched a flooring company to perform the re-seam of the carpetAfter two attempts to re seam the carpet to the owner’s satisfaction we were notified that carpet needed to be replaced due to the water damageWe then notified the insurance company via voice mail and emailThe claim was then transferred a few times between adjustersThe current adjuster has reviewed the documentation and photos and approved the carpet to be replaced due to the delamination that has occurredIn speaking with the current adjuster she has stated that she explained to the owner that we did not cause the damage to his carpet and that they are covering for the carpet to be replaced in the rooms that were affected in a continuous line of siteShe stated the other bedrooms would not be covered because they do not owe to replace undamaged areasWe have written an estimate to replace the carpet and pad in the affected areas and non-affected areasThe insurance adjuster is awaiting a carpet sample to be sent from the homeowner to verify the replacement costWe are happy to take the sample and send it to the lab on behalf of Mr [redacted] but it is our understanding that he wanted to do this himselfWe understand Mr [redacted] frustration with the claim process and his disappointment with the carpet replacement coveragesIt is our goal to resolve this issue with Mr [redacted] to his satisfactionAttached is a letter from the flooring company manager that attempted the re seam and oversaw the project from the flooring companyPlease feel free to contact us with any further questions or concerns [redacted] ***DirectorServiceMaster Restoration by ORC###-###-####

This written response did not address my concern of wanting Service Master to cover the cost of the additional bedroomsHowever, I did speak with *** (manager) today, on the phone, and stated that he would look in to itI later received a text message from *** stating that the owners have agreed to cover the cost of the carpet, therefore, after our phone conversation all issues have been addressed.RE: Complaint ID: ***To Whom It May Concern:I am writing this letter in reference to a complaint I filed on November 5, against Service MasterRestoreI spoke with *** ***, Program Manager and Lead Estimator on November 18, At that time, Mr*** stated that he would further look into my complaint and work towards a resolutionI received a message-later that day from Day stating that the company would cover the cost to replace flooring in the two additional bedrooms*** has been in constant contact with me since that day to keep me updated on the progressI emailed him the quote from the insurance company on the replacement cost of the flooringI then received an email from Mr*** on December 7, stating that he had a check ready to give to me.At this time, the issue with Service Master Restore has been resolved to my satisfactionIf you have any further questions, please feel free to contact me.Thank you,*** ** ***

Tell us why here... This letter is in response the complaint that has been filed. Our company has been operating since 2007 with no complaints until now. We have maintained the same clientele while adding new customers since we opened the doors in 2007. It is our policy to complete every job big or...

small to the owner’s satisfaction 100% of the time. We will address the issues raised by the owner below. We were dispatched to an emergency response call due to an air conditioner condensate line leak at the bedroom and hallway thresh hold. The affected materials were drywall, door casing, saturated carpet and pad. The technicians built a containment around the affected area for dust control and removed the damaged drywall, insulation, trim, door and carpet pad. The area was disinfected with antimicrobial and drying equipment was then set and monitored until all materials reached dry standard. It is standard operating procedure to remove the carpet pad from under the carpet to allow for air infiltration in an attempt at drying and salvaging the carpeting. This practice necessitates either pulling back the carpet from a long wall or cutting at a seam where possible. In this case the carpet was saturated in the hallway, requiring a seam to be cut at a doorway to allow for the pad to be removed. When dry and if possible, this would require new seaming tape and carpet stretching. However, in certain situations due to age of carpet, condition and thickness of backing material, this proves to be unsuccessful due to the delamination and shrinkage of the backing material.Once the mitigation was complete, an estimate for the reconstruction was written and submitted to the insurance adjuster for approval. We then began repairs to the home which included a re-seam of the carpet. Normal protocol for carpet damage is to attempt to re seam first and if unsuccessful due to condition of the carpet from the water damage then recommend for replacement. The technicians prepped the area installed insulation, hung, taped and textured the drywall, replaced the carpet pad, installed door trim and door and painted all the repairs. The door handle that was installed can be installed facing up or down. Mr. [redacted] advised us it was not the direction he wanted it to face we returned and reinstalled it facing the direction he choose and performed paint touch ups.We dispatched a flooring company to perform the re-seam of the carpet. After two attempts to re seam the carpet to the owner’s satisfaction we were notified that carpet needed to be replaced due to the water damage. We then notified the insurance company via voice mail and email. The claim was then transferred a few times between adjusters. The current adjuster has reviewed the documentation and photos and approved the carpet to be replaced due to the delamination that has occurred. In speaking with the current adjuster she has stated that she explained to the owner that we did not cause the damage to his carpet and that they are covering for the carpet to be replaced in the rooms that were affected in a continuous line of site. She stated the other bedrooms would not be covered because they do not owe to replace undamaged areas. We have written an estimate to replace the carpet and pad in the affected areas and non-affected areas. The insurance adjuster is awaiting a carpet sample to be sent from the homeowner to verify the replacement cost. We are happy to take the sample and send it to the lab on behalf of Mr. [redacted] but it is our understanding that he wanted to do this himself. We understand Mr. [redacted] frustration with the claim process and his disappointment with the carpet replacement coverages. It is our goal to resolve this issue with Mr. [redacted] to his satisfaction. Attached is a letter from the flooring company manager that attempted the re seam and oversaw the project from the flooring company. Please feel free to contact us with any further questions or concerns. [redacted]DirectorServiceMaster Restoration by ORC###-###-####

Tell us why here... This letter is in response the complaint that has been filed. Our company has been operating since 2007 with no complaints until now. We have maintained the same...

clientele while adding new customers since we opened the doors in 2007. It is our policy to complete every job big or small to the owner’s satisfaction 100% of the time. We will address the issues raised by the owner below. We were dispatched to an emergency response call due to an air conditioner condensate line leak at the bedroom and hallway thresh hold. The affected materials were drywall, door casing, saturated carpet and pad. The technicians built a containment around the affected area for dust control and removed the damaged drywall, insulation, trim, door and carpet pad. The area was disinfected with antimicrobial and drying equipment was then set and monitored until all materials reached dry standard.
It is standard operating procedure to remove the carpet pad from under the carpet to allow for air infiltration in an attempt at drying and salvaging the carpeting. This practice necessitates either pulling back the carpet from a long wall or cutting at a seam where possible. In this case the carpet was saturated in the hallway, requiring a seam to be cut at a doorway to allow for the pad to be removed. When dry and if possible, this would require new seaming tape and carpet stretching. However, in certain situations due to age of carpet, condition and thickness of backing material, this proves to be unsuccessful due to the delamination and shrinkage of the backing material.
Once the mitigation was complete, an estimate for the reconstruction was written and submitted to the insurance adjuster for approval. We then began repairs to the home which included a re-seam of the carpet. Normal protocol for carpet damage is to attempt to re seam first and if unsuccessful due to condition of the carpet from the water damage then recommend for replacement.
The technicians prepped the area installed insulation, hung, taped and textured the drywall, replaced the carpet pad, installed door trim and door and painted all the repairs. The door handle that was installed can be installed facing up or down. Mr. [redacted] advised us it was not the direction he wanted it to face we returned and reinstalled it facing the direction he choose and performed paint touch ups.
We dispatched a flooring company to perform the re-seam of the carpet. After two attempts to re seam the carpet to the owner’s satisfaction we were notified that carpet needed to be replaced due to the water damage. We then notified the insurance company via voice mail and email. The claim was then transferred a few times between adjusters.
The current adjuster has reviewed the documentation and photos and approved the carpet to be replaced due to the delamination that has occurred. In speaking with the current adjuster she has stated that she explained to the owner that we did not cause the damage to his carpet and that they are covering for the carpet to be replaced in the rooms that were affected in a continuous line of site. She stated the other bedrooms would not be covered because they do not owe to replace undamaged areas.
We have written an estimate to replace the carpet and pad in the affected areas and non-affected areas. The insurance adjuster is awaiting a carpet sample to be sent from the homeowner to verify the replacement cost. We are happy to take the sample and send it to the lab on behalf of Mr. [redacted] but it is our understanding that he wanted to do this himself.
We understand Mr. [redacted] frustration with the claim process and his disappointment with the carpet replacement coverages. It is our goal to resolve this issue with Mr. [redacted] to his satisfaction.
Attached is a letter from the flooring company manager that attempted the re seam and oversaw the project from the flooring company.
Please feel free to contact us with any further questions or concerns.

Director
ServiceMaster Restoration by ORC
###-###-####

This written response did not address my concern of wanting Service Master to cover the cost of the additional 2 bedrooms. However, I did speak with [redacted] (manager) today, on the phone, and stated that he would look in to it. I later received a text message from [redacted] stating that the owners have agreed to cover the cost of the carpet, therefore, after our phone conversation all issues have been addressed.
RE: Complaint ID: [redacted]
To Whom It May Concern:I am writing this letter in reference to a complaint I filed on November 5, 2015 against Service MasterRestore. I spoke with [redacted], Program Manager and Lead Estimator on November 18, 2015. At that time, Mr. [redacted] stated that he would further look into my complaint and work towards a resolution. I received a message-later that day from Day stating that the company would cover the cost to replace flooring in the two additional bedrooms. [redacted] has been in constant contact with me since that day to keep me updated on the progress. I emailed him the quote from the insurance company on the replacement cost of the flooring. I then received an email from Mr. [redacted] on December 7, 2015 stating that he had a check ready to give to me.At this time, the issue with Service Master Restore has been resolved to my satisfaction. If you have any further questions, please feel free to contact me.Thank you,[redacted]

Review: Our home had slight water damage from our a/c unit that leaked over the summer. Our insurance company referred us to Service Master Restore to complete the restoration work. They came out, tested the moisture in the walls, ceiling and carpet. The company determined that part of the ceiling needed to be opened to dry out, the door and door frame would need to be replaced, and a small area of carpet padding needed to be replaced. We were assured that everything would look as it did prior to the water damage. However, after the carpet padding was replaced, the worker who replaced the padding stated that he could not repair the carpet itself because he was not qualified to do that type of work, and that another person would need to come out for that. That same worker also installed the door handle upside down and did not touch up all of the paint. When he came back to fix the handle and paint, he stated that he told the worker who cut the carpet in the first place, not to cut the carpet. That worker said, "I don't care, I'm doing it anyway." After several attempts, another worker came to repair the carpet. However, the seams of the carpet did not match up. The installer stated at that time that the carpet had been damaged when it was pulled up. That was in August. We immediately notified Service Master that the work was not to our satisfaction. The project manager, [redacted], came to look at the work and scheduled another company to come out to see if they could fix it. After 4 companies that have been scheduled to come out (1 didn't show for the appointment and the last one stated they couldn't fix the carpet), [redacted] told us that they would be replacing all of the carpet in the master bedroom, hallway, loft, stairs, and tech center. He also stated he would be out to collect a sample of the carpet so that they could get an estimate. He came out last week to get the sample, but told us that he didn't need the sample, he just needed measurements. We also explained that the carpet in the 2 additional bedrooms upstairs would need to be replaced because it will not match. [redacted] stated that he would include those two rooms in his estimate since they were the smallest areas anyway. Upon speaking with our insurance company, they stated that they do need a carpet sample in order to process the claim. They also stated that they had not received the quote from Service Master and that they would not replace the flooring in the additional 2 bedrooms. Upon contacting [redacted] again, he stated that he did not submit the 2 additional bedrooms because there is a door and therefore not covered. However, in contacting [redacted] today, he verbally stated that Service Master would cover the cost of the flooring in the 2 additional bedrooms. We asked for that statement in writing via email by the close of business today, however have not heard back. The initial water damage happened at the end of July. It was a small area of damage, however, it is now more than 3 months later and the work has not been completed to our satisfaction. No carpet has been replaced, the seams still do not match, carpet fibers are coming up, we can see the backing of the carpet, and a corner of the carpet is not tacked down.Desired Settlement: Our desired outcome is for the flooring in the entire upstairs, including the 2 additional bedrooms, to be replaced. We feel at this point, since Service Master employees ruined the carpet in the first place, Service Master needs to cover the cost of new flooring. We do not feel this should be a claim with our insurance company. We would like a check written to us in the amount that our insurance company determines based on the sample that we will be cutting and sending in ourselves since it was not done by Service Master as requested.

Business

Response:

Tell us why here... This letter is in response the complaint that has been filed. Our company has been operating since 2007 with no complaints until now. We have maintained the same clientele while adding new customers since we opened the doors in 2007. It is our policy to complete every job big or small to the owner’s satisfaction 100% of the time. We will address the issues raised by the owner below. We were dispatched to an emergency response call due to an air conditioner condensate line leak at the bedroom and hallway thresh hold. The affected materials were drywall, door casing, saturated carpet and pad. The technicians built a containment around the affected area for dust control and removed the damaged drywall, insulation, trim, door and carpet pad. The area was disinfected with antimicrobial and drying equipment was then set and monitored until all materials reached dry standard. It is standard operating procedure to remove the carpet pad from under the carpet to allow for air infiltration in an attempt at drying and salvaging the carpeting. This practice necessitates either pulling back the carpet from a long wall or cutting at a seam where possible. In this case the carpet was saturated in the hallway, requiring a seam to be cut at a doorway to allow for the pad to be removed. When dry and if possible, this would require new seaming tape and carpet stretching. However, in certain situations due to age of carpet, condition and thickness of backing material, this proves to be unsuccessful due to the delamination and shrinkage of the backing material.Once the mitigation was complete, an estimate for the reconstruction was written and submitted to the insurance adjuster for approval. We then began repairs to the home which included a re-seam of the carpet. Normal protocol for carpet damage is to attempt to re seam first and if unsuccessful due to condition of the carpet from the water damage then recommend for replacement. The technicians prepped the area installed insulation, hung, taped and textured the drywall, replaced the carpet pad, installed door trim and door and painted all the repairs. The door handle that was installed can be installed facing up or down. Mr. [redacted] advised us it was not the direction he wanted it to face we returned and reinstalled it facing the direction he choose and performed paint touch ups.We dispatched a flooring company to perform the re-seam of the carpet. After two attempts to re seam the carpet to the owner’s satisfaction we were notified that carpet needed to be replaced due to the water damage. We then notified the insurance company via voice mail and email. The claim was then transferred a few times between adjusters. The current adjuster has reviewed the documentation and photos and approved the carpet to be replaced due to the delamination that has occurred. In speaking with the current adjuster she has stated that she explained to the owner that we did not cause the damage to his carpet and that they are covering for the carpet to be replaced in the rooms that were affected in a continuous line of site. She stated the other bedrooms would not be covered because they do not owe to replace undamaged areas. We have written an estimate to replace the carpet and pad in the affected areas and non-affected areas. The insurance adjuster is awaiting a carpet sample to be sent from the homeowner to verify the replacement cost. We are happy to take the sample and send it to the lab on behalf of Mr. [redacted] but it is our understanding that he wanted to do this himself. We understand Mr. [redacted] frustration with the claim process and his disappointment with the carpet replacement coverages. It is our goal to resolve this issue with Mr. [redacted] to his satisfaction. Attached is a letter from the flooring company manager that attempted the re seam and oversaw the project from the flooring company. Please feel free to contact us with any further questions or concerns. [redacted]DirectorServiceMaster Restoration by ORC###-###-####

Consumer

Response:

This written response did not address my concern of wanting Service Master to cover the cost of the additional 2 bedrooms. However, I did speak with [redacted] (manager) today, on the phone, and stated that he would look in to it. I later received a text message from [redacted] stating that the owners have agreed to cover the cost of the carpet, therefore, after our phone conversation all issues have been addressed.RE: Complaint ID: [redacted]To Whom It May Concern:I am writing this letter in reference to a complaint I filed on November 5, 2015 against Service MasterRestore. I spoke with [redacted], Program Manager and Lead Estimator on November 18, 2015. At that time, Mr. [redacted] stated that he would further look into my complaint and work towards a resolution. I received a message-later that day from Day stating that the company would cover the cost to replace flooring in the two additional bedrooms. [redacted] has been in constant contact with me since that day to keep me updated on the progress. I emailed him the quote from the insurance company on the replacement cost of the flooring. I then received an email from Mr. [redacted] on December 7, 2015 stating that he had a check ready to give to me.At this time, the issue with Service Master Restore has been resolved to my satisfaction. If you have any further questions, please feel free to contact me.Thank you,[redacted]