Servpro of Lake County

Servpro refuses to pay for damages they did with the packing and unpacking of my personal belongings after I moved back to my affected by fire home.
Though I would say that 90% of the packing, cleaning and moving of my personal property on my claim was performed well by Servpro, the remainder was either damaged or missing due to poor packing. We have photos as evidence. There were items that were thrown away that were never logged by *** (***) because he did not see them. I was witness to this, when I found some cherished items on a pile of garbage in the driveway, discarded by Servpro.

Although months ago, Servpro (Josh) compensated us for some damages, there were many boxes in the garage that were still unopened, and we were not sure what we would find. Servpro (Adam) refused to come over or send someone to witness or assist with the unpacking of the remaining boxes, which I strongly suggested, so that there would be NO issues later on. His exact words were "that's not happening." So we had no choice but to gradually, over time, open every single box without them here to see.

Once we opened that last Servpro box, we created a list of losses for both *** and Servpro to see. Not once did *** ask to review the list along with me, the customer, to reach some resolution that would be satisfactory to all parties, like *** did. When *** and *** (***) came over to review the lists with me (on 6/12/2018), *** called Josh, before coming over, as well as calling him from my home, as he also recommended that Josh be present to join the review, and Josh declined as well. We continued with the list review and identified all items that belonged with ***, and all items that belonged with Servpro.

Initially, before scheduling this review, *** seemed open and willing to work with me, but later his demeanor changed to being very defensive and standoffish after he communicated with his brother (Josh) and his mother Diane (Servpro franchise owner) regarding the lists.

Let it be known that Servpro (Adam) refused to take any responsibility for the damage and loss of our personal property that was packed by the Servpro staff into Servpro boxes.

Let it be known that Adam's claim is that there is no evidence that the broken items were not broken before they were packed, essentially implying that we are liars. We did not own broken items. Why would we break our own personal property that we wanted to keep? The only people touching our belongings was the Servpro staff. And yes, I have evidence of poor packing. These things were placed in boxes, taken away by Servpro, and they came back broken or were missing some parts, essentially limiting their use or reducing their value. Why in the world would we do this to ourselves? It is obvious who is responsible. We don't enjoy having to spend hours upon hours, day after day, taking pictures, creating lists, researching values, etc, and we certainly don't enjoy finding our property in damaged condition. Adam's insinuation is nonsense.

There is some furniture damage that was identified months ago, Josh saw it, which they are willing to repair, but they expect me to pay for it first. Additionally, we found 3 more items that we simply want repaired or cleaned, no monetary compensation, but Adam didn't want to hear it.

Last June, 2017, we needed our personal property moved closer to our temporary home so that we can easily access items that were urgently needed immediately, instead of driving 45 minutes to their warehouse each time this was necessary. Per Josh, if all of our property was moved from their warehouse to a nearby self-storage location, which was one option that was discussed with and between Josh and ***, that Servpro would no longer be liable. Makes sense. But that if it was all delivered to the rental home, our temporary residence, that they would still be liable. As a result of this assurance, the latter was done--I would never have agreed otherwise.

More recently, their story changed. Adam told me, and Josh told ***, that they are not liable because the property was delivered to us at the re