SERVPRO of Fairbanks Ranch/East Rancho Santa Fe

To Whom It May Concern:
September 12, Mr*** *** removed Servpro of Fairbanks Ranch/E Rancho Santa Fe from the restoration,
mitigation, and remediation job at his homeThe following day, ** and *** went to Mr
***’s home to speak with him
and inspect the homeAt that time, Mr*** failed to address
any of the complaints nor did we discover any damages mentioned in his Revdex.com complaintHe
never disclosed any information, concerns or problems regarding the refrigerator, toilet, or
personal dismayBe advised, he replaced Servpro of Fairbanks Ranch/E Rancho Santa Fe with a
contractor he has close relations with, and we had inspected the home together
September 18,
Servpro of Fairbanks Ranch/E Rancho Santa Fe received an email from Mr*** noting,
“Please be advised that your team disconnected the refrigerator within the kitchen areaThey did
not remove any of the contents, nor did they reconnect the unitServpro shall be responsible for
any damage to the unit as a result.” This was brought to our attention roughly a week after we
were removed from the jobWe had asked Mr*** to send photos and documentation of the
alleged damageWe never received a response until October 15, which Mr*** requested a
brand new sub-zero refrigerator/freezer estimated at $12,000- an estimate he came up with; and
an estimate *** Insurance did not agree with, as the refrigerators estimate worth was roughly
$4,*** Insurance noted that they will pay for the refrigerator (roughly $4K) in January
Again, we had inspected the home with Mr*** and we did not, at any point, discover
any mold or damage to his propertyIn addition, Mr*** did not inform his adjuster *** *** of these complaints until October
18, Again, Mr*** failed to send documentation and photos of the alleged damage to
*** Insurance, his adjuster *** ***, and Servpro of Fairbanks Ranch/E Rancho Santa
FeWe advised Mr*** that we would like to review the information, and if our technicians
were found to be at fault, we would pay for the damagesWe replied to his emails and called Mr
*** but he refused to speak with us via phone, and failed to respond to our voicemails
Additionally, we did not receive photos of the alleged damage until December 19, NOTE: IMG_was taken September 18, at 9:42AM;
IMG_was taken September 18, at 9:42AM;
IMG_was taken October 17, at 11:03AM;
Images and show the refrigerator closed with no possible way to determine the
alleged damage or mold contents in the refrigeratorImage shows the inside of the freezer
compartment with contents and working lights showing that it is in functioning conditionBased
on the date and scene of the photos, Servpro of Fairbanks Ranch/E Rancho Santa Fe determined
that we are not, in part or in whole, responsible for the alleged damageThe mold contents in the
refrigerator, as shown in image 1795, was roughly more than a month after we were replaced
from the jobIf the refrigerator was in non-functioning condition, needed repairs or contained
mold, it is imperative that Mr*** immediately report the alleged damage and take photos
showing the alleged damage, which he failed to do soHe did not comply with our requests to
review any and all photos and documentation of the alleged damage until month(s) laterHence,
we were no longer on site, and anything that occurred after we were replaced from the job, it is
not our responsibilityIt would be unfair to hold Servpro of Fairbanks Ranch/E Rancho Santa Fe
responsible for damage that cannot be determined, in part or in whole, our faultAs a respected
company, we put forth our best efforts to rectify the situation, but there is much a company can
do if no documentation is provided to resolve an ongoing matter and if the client refuses to
discuss the matter in order to come to a resolutionIf you have any questions, please contact our officeBest Regards,
** ***
PO Box #Rancho Santa Fe, CA Phone: *** ***
Fax: *** ***
Email: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The Revdex.com needs to further investigate not only my complaint against Servpro of Fairbanks Ranch/East Rancho Santa Fe, but also the history and repetitive nature of other customers with this franchise The fact that they pay the Revdex.com a fee in order to obtain a "A" rating is and misleading to the consumer The explanation provided does not even begin to tell the entire truth and is only one side of the story in order to protect their interest I would encourage the Revdex.com to contact *** Insurance and other parties involved, if in fact you really want to obtain the truthA few clarifications, although the entire response from Servpro of Fairbanks Ranch/East Rancho Santa Fe is and misleading:
1) Per Servpro's response, "We replied to his emails and called Mr*** but he refused to speak with us via phone, and failed to respond to our voicemailsAdditionally, we did not receive photos of the alleged damage until December 19, 2014." is not accurate *** *** never responded to any of our personal emails, nor did he ever contact us via telephone directly Any communication came from his offices assistants and Mr*** refused to have any dialogue with us Copies of all correspondence and email can be submitted as evidence2) Per Servpro's response, "We never received a response until October 15, which Mr*** requested a brand new sub-zero refrigerator/freezer estimated at $12,000- an estimate he came up with; and an estimate *** Insurance did not agree with, as the refrigerators estimate worth was roughly $4,*** Insurance noted that they will pay for the refrigerator (roughly $4K) in January 2015." An estimate from Pirch was submitted to *** Insurance for the replacement cost of a refrigerator *** Insurance attempted to resolve this issue with Servpro of Fairbanks Ranch/East Rancho Santa Fe with the corporate office of Servpro3) Our insurance adjuster was notified via telephone as well as a follow up email was provided to him on September 18, 2014, regarding the refrigerator which can be substantied via email documentation as well as by Mr*** ***, therefore Servpro's response is false4) The following email, dated December 19, 2014, is one example of several emails which document the true facts, in which all communication from us to Servpro was via email in order to document everything that had/has occurred There where no telephone conversations after they had been removed due to the detonation of any working relationship and their refusal to be cordial:
***-
This shall confirm that you just refused to speak to me and hung the phone up during our callThe purpose of the call was to discuss the following;
1). Server of Fairbanks Ranch has never submitted invoices and/or supporting documentation to us. This information was being sent to *** Insurance2). *** *** refuses to take any of our calls and/or speak to us. You attempt to field all inquires and block us from having any communication with J.RHeldt3). I specifically asked if, "*** *** is the owner of the franchise and that I would only speak to him directly" at that time you hung the phone up and ended the call4). I specifically requested that *** *** contact us regarding the resolution of the refrigeratorSincerely,
*** ***
Servpro of Fairbanks Ranch/East Rancho Santa Fe was removed from this project due to their lack of professionalism and failure to complete the job for which they were hired to conduct Look at the prior complaint filed with the Revdex.com which will begin to provide a clear and distinct pattern to how this franchise conducts its business
I am available anytime to further provide information and evidence of all communications and not just an edited, brief which has been provided by Servpro of Fairbanks Ranch and may be reached at (858) 692- I urge the Revdex.com to fully investigate this business and look at taking action against this franchise's rating in order to protect consumer's interests.
Regards,
*** ***

Very unprofessionally runMy interactions have been with different people - a couple who run the franchise and another employee who interfaces with customersThis was for a repair to the home due to soot contamination
Multiple problems:
Emails they send never make itBoth my insurance adjuster and I never received many of the emails they claim they send
They dont value their word - they started with a free estimate and in course of time when we were working with my insurance what is ok and not ok in terms of repairs, they changed to charging for estimate
For unknown reasons, they turned unprofessional over phone and email to both the adjuster and me
The franchise owner did not return my phone calls (voice mail was left)

We have responded Mr. [redacted] complaint in the best of our ability.
Everything we said in our previous response is on documentation and our calls are recorded for training and quality purposes.
We performed the job in his mother’s house, and he asked us to leave the job site before completion for no reason.
After several months we left the job site, we still had some of his belongs in our storage and warehouse, He sent a picture of his refrigerator with moldy spoiled food inside. He had another contractor in the house for more than 2 months then. All this was to ask for a brand new refrigerator-$ 12,000 value. First of all was a 10+ years old refrigerator and probably could be just cleaned and the pictures were sent after 2 months we left the job. We are confident that the refrigerator is not our responsibility because of the reasons we just cited.
Then, the payment was due over 60 days and we advised him as it is requested per California law  that we were going to put a lien in his property if payment was not received - that is the standard procedure. We did put a lien in his property to guarantee the payment in full.
We did everything in our power to work with him including the act of good faith of endorsing the payment of $ 50,000 to him. That was due the fact he did not have the appropriate documentation to prove he was on the Trust of his deceased parents; the insurance company would not rewrite the check to him because of the police restrictions and the bank would not allow him endorse the check to us as well in order to pay us.The check was written to Servpro and the Trust
He is always cursing, intimidating and threaten our company and owner, not to say how disrespectful he was using inappropriate language with everyone.
With that said, we can provide any documentation Revdex.com needs to endorse our response to Mr. [redacted], but there is nothing else we can do. All he wants is to vent and shows his anger.
Please let us know if any additional information from our side.
Best regards,
[redacted]