Servpro of Murray, Benton, Cadiz & Princeton

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.This rebuttal by ServPro has many holes in it which I will point out ONE major one [redacted] ***s "We were not going to try to install anything less than what was there before" if this was true ***ment by [redacted] then he would have hired a [redacted] company to replace 2x***es with 2x***esWhich is one of the major issues with I am having with my ***The roof looks terrible and appears to be sinkingAdditionally there is missing installation in the ceiling which has not been replaced which should have done a LONG time ago which I am going to hire a team to come out and do that right as well since ServPro has not completed that jobI have hired an inspector to come out and do a full inspection on the [redacted] as well as bring out a KY [redacted] inspector to look over everything to ensure that everything was being looked at from other professionalsI welcome [redacted] to bring in ANY outside agency/inspector to come and look at the work his company has doneMy [redacted] can be open 24/if ServPro would like to come in and finish the job or bring someone else to look at their terrible quality of work Attached to this is an inspection that I had done Regards, [redacted]

Our position remains as ***d in our previous two replies to the complaint We advised the [redacted] Improvement store contractor desk which is located at [redacted] ** [redacted] then placed the order with their vendor who does all of the ***es in the western Kentucky market, [redacted] Inc., which is located at [redacted] in Mayfield KY [redacted] is family owned and operated and has been in business for years [redacted] inspected the [redacted] and designed the appropriate [redacted] for the ***They then send their drawings to an engineering firm that is licensed to approve [redacted] designs for the [redacted] of Kentucky, which in this case was [redacted] USA, Incat [redacted] **The design was sealed by the engineer at the firm as [redacted] of Kentucky approved Servpro of Murray, Benton, Cadiz & Princeton installed the ***es with our in house carpentry staff Mr [redacted] can contact [redacted] Improvement at ###-###-####, [redacted] Inc., at ###-###-#### and or [redacted] at ###-###-#### to see if they will agree to replace the ***es that they ordered, designed, approved and builtIf there are some [redacted] of Kentucky statues on the tolerances that, with the use of a laser beam, an entity can be held to, then maybe Mr [redacted] can provide thoseWe feel that if you looked hard enough with a series of levels and laser beams you could find some imperfections with every [redacted] in the [redacted] of Kentucky.With regards to the amount of insulation in the attic, we had agreed to provide more in some of the areas that the blown in insulation was not deep enoughMr [redacted] can take the amount of money that he has paid another vendor to add to the attic insulation off of the total that we are still owed for our work on this job of $25,187.10, which represents more than 30% of total amount we were supposed to be paid Thank you, [redacted]

The *** *** was built with a “Splice” *** which had a top chord that consisted of a x about 75% of it, a “splice” hinge, and then the remainder of the top chord is a x A spliced *** was used so that the roof line could be lowered horizontally for transport by truck of the ***We contacted *** and purchased the solid or “Fink” ***es through them*** gets the ***es from *** ***A representative from *** *** goes to the job site and does the assessment and measuring for ***esThey determine what type of *** is best and properly engineered for the structure based on the loads and other criteria, according to the IBCBuilding Code, which is used in the *** of Kentucky and is actually a commercial building code that is more stringent than a residential building codeThen *** ***, which has been doing this since 1978, sent their drawings and specs to *** USA, Inc., an engineering firm and their engineer, *** ***, who is approved by the *** of Kentucky, sealed the *** plan The new ***es are not sagging and the roof looks fine as can be seen in the photo on the cover of the *** inspection report done by *** *** Inspections The *** report is attached The ceiling insulation was a little less in depth than it should have been in one area over the master bedroom and we would be glad to come out and add moreBefore doing so we would need to be paid for our work on the contents in the amount of $6,that the ***’s have been paid for, and at least 80% of the remaining balance owed to us for the structure workThe balance still owed for that part of the job is $18,566.19.Thank you,*** ***

On February 13" a fire originated in the detached garage next to the *** at *** *** *** *** ** *** ***The garage was a total loss the fire spread to the east end of the ***The *** is a ranch style very nice modular *** that was constructed off site and then put in place
with the use of a crane on a block foundationThe finishes are nice with a high grade carpet and a nice luxury vinyl tile in the kitchen, bathrooms, and other areasThe subject of the vinyl tile quality will be address later in this reply.The *** was insured by *** Property & Casualty Insurance Company, a carrier that specializes in providing insurance on modular or mobile ***s*** is owned by Farmers Insurance Company, A Company adjuster, Mr*** *** out of Owensboro, KY was assigned the claimMr*** wrote an estimate for the garage and the dwelling itselfMr*** had a garage specialty company handle the replacement of the garage so we were hired to do the repairs, per the insurance adjuster's Scope and written estimate, on the dwellingThe estimate for the dwelling repairs totaled $75,566.19.We agreed with the scope of work and the Xactimate software pricing with the exception of one line item, which was the price allowed for the luxury vinyl tileThe story of this line item and what we tried to do to get it corrected goes like this: Insurance carriers today have been convinced that whenever flooring is being replaced on an insurance claim a sample of that flooring needs to be sent to *** in Jacksonville, Florida for evaluation*** claims to have experts testing the flooring, measuring the thickness of vinyl for example, or measuring the density and construction of carpet, the tuft size, the type of twist etc*** then provides all of the parties (insurance company, the insured party, and the vendor doing the flooring replacement) a report stating that the sample provided is equal in quality to a ***d product that can be purchased at *** *** or *** for "X" amount of money.On this job we sent off a carpet and vinyl tile sample to ***At Servpro of Paducah we sell Tarkett Permastone Luxury Vinyl Tile and we have a big display with many samplesWe were able to exactly match the tile that the ***'s had before with a Permastone tile of which our cost per square foot is $We get this product from *** *** in Cincinnati, OHThe $price is our cost with no markup and that does not include shipping from Cincinnati to Paducah, which we have to pay for and is usually around $to $We are supplying with this reply the Vinyl Evaluation from ***The report came back that the ***'s had a very cheap peel and stick vinyl tile called Traffic Master with a retai price of $per square foot at The *** ***The report also specifies that this is for a 12" by 12" tile when we provided them a photo showing that the ***'s had a 16" by 16" tileWe then sent another sample back to *** and inexplicably they came back with the same report and total of $per square footIn the complaint it ***s that "My wife and I had to hire additional companies to come out here and finish the house in order for us to live the way we did before all of this happened." Mr*** is referring to the vinyl tile issue as he ended up hiring another company to put down the luxury vinyl tile that they had beforeWe were not going to try to install anything less than what was there before and we could not get *** or the adjuster to change from the $allowance when it was clearly a mistakeWe were still trying to work on getting the allowance up to at least our cost when the ***'s went ahead and had the vinyl replacedThe carpet allowance was accurate and the ***'s picked out carpeting that was $higher than what was allowed but we never received payment for the upgrade.As ***d previously the Adjuster's estimate for the dwelling totaled $75,We began the work in late February of and the ***'s gave us a down payment towards the $75,of $57,on March 21, We also did contents work, packing out, cleaning, storing and then returning the items and we submitted a bill to Mr*** *** upon completion of that part of the job in the amount of $6,We recently called Mr*** and he explained that *** had insurance for 54% of the contents and that *** *** had the other 46% coverage on the contents due to coverage limitations on the dwelling policyMr*** ***d that his company was supposed to pay 54% of the $6,of the contents bill we submitted but due to a clerical error they paid the ***'s 100% of the billTo date the ***'s have been paid by *** Insurance Company $82,for the work we have completed and we have never been paid anything other than the $57,payment on 3/21/Thus the ***'s still owe Servpro of Paducah $25,187.10, which is more than 30% of the total job Servpro of Paducah / Murray, was contracted for,The chief complaint at this point is the replacement of the ***es that were damaged by the fireWhen needed we always strive to find the best subcontractors in this area for the work we need to get accomplishedWe contacted *** *** out of Mayfield, KY., to measure and build solid ***es' to replace the hinged ***es that were damaged*** *** is family owned and has been in business since and provides ***es to customers in ***s.*** *** came and measured and gave the drawings to *** USA, Inc., an engineering firm and they provided a *** of Kentucky stamped plan for the replacement ***esA copy of their report is included with this complaint response*** *** manufactured and delivered the ***es and Serv pro had their very experienced in house carpenters install the ***es and the deckingDean's Roofing out of Paducah put on the replacement shinglesThere are no issues with the ***es; *** *** has never had a single *** fail to our knowledge in their years of being in businessOn the Xactimate estimate the allowance for the ***es was $1,and we paid *** *** $1,406.36, so we spent $on the ***es less than what we were paidMr, *** ***s that "month after month was told the job would be completed soonAll of which failed to be true because it wasn't until about June that was able to move back in' We started the demo on the job in very late February and completed the repairs, less a punch list, in June, which is only a month time frame.I did miss the first meeting with Mr*** and his son, ***, due to a family issue that came up that dayattended the second meeting with *** and agreed to have the punch list completed by August 8" and we did soThe only exception was the dry ice blasting of the exterior foundation block which Mr*** understood we were waiting on a day when we had dry ice available to us when we had another job calling on the use of dry ice, as a pound tub is the smallest size we get it in.We are not terrible contractors and in fact we are very good onesOur in house construction staff is very good and we use only the best sub-contractors we have established long term business relationships with in this areaWe took four months to complete all but the punch list and that is not out of line at all considering the scope of work that was completed.The ***es are the Correct size, and if a *** inspector truly feels otherwise, he or she can submit a report with their opinion to us, to *** *** and *** USA, Incthe engineering firm and we can go from thereTo date we have been paid $57,of the $82,that is owed to us for our work, leaving a balance of $25,187.10.Thank you very much,*** ***, OwnerServpro of PaducahServpro of Murray, Benton, Cadiz & Princeton

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Servpro has [redacted]d "Highly Trained Technicians" and "professionals make your house feel like [redacted] again" If these were true [redacted]ments and the company lived by them; I wouldn't have to be calling everyone under the sun to have my [redacted] fixed the way it was before the fire in my [redacted]. It is clear that Servpro found ways to cut corner and costs by installing [redacted]es of lower quality than what was originally installed and for that my roof is not level. It's easily noticeable to the human eye in person that there is something wrong with the roof, a laser would just paint a more exact picture of the issue. For ServPro to insult me and [redacted]l me that I have to do their job for them by calling other businesses to see if they will agree to fix ServPro's mistakes is not only ridiculous but crazy. [redacted] is not going to fix Servpros mistakes....Servpro is going to need to fix Servpros mistakes. During our meeting with [redacted] and my son [redacted], he gave us his word that if everything would be completed by August of 2016, 100% complete, customer sanctification guaranteed. [redacted]'s word means nothing because here we are October 2017 and my [redacted] is not complete.
Regards,
[redacted]

Our position remains as [redacted]d in our previous two replies to the complaint.  We advised the [redacted] Improvement store contractor desk which is located at [redacted]. . [redacted] then placed the order with their vendor who does all of the [redacted]es in the western Kentucky market, [redacted] Inc., which is located at [redacted] in Mayfield KY.  [redacted] is family owned and operated and has been in business for 39 years.  [redacted] inspected the [redacted] and designed the appropriate [redacted] for the [redacted]. They then send their drawings to an engineering firm that is licensed to approve [redacted] designs for the [redacted] of Kentucky, which in this case was [redacted] USA, Inc. at 1[redacted]. The design was sealed by the engineer at the firm as [redacted] of Kentucky approved.  Servpro of Murray, Benton, Cadiz & Princeton installed the [redacted]es with our in house carpentry staff.  Mr. [redacted] can contact [redacted] Improvement at ###-###-####, [redacted] Inc., at ###-###-#### and or [redacted] at ###-###-#### to see if they will agree to replace the [redacted]es that they ordered, designed, approved and built. If there are some [redacted] of Kentucky statues on the tolerances that, with the use of a laser beam, an entity can be held to, then maybe Mr. [redacted] can provide those. We feel that if you looked hard enough with a series of levels and laser beams you could find some imperfections with every [redacted] in the [redacted] of Kentucky.With regards to the amount of insulation in the attic, we had agreed to provide more in some of the areas that the blown in insulation was not deep enough. Mr. [redacted] can take the amount of money that he has paid another vendor to add to the attic insulation off of the total that we are still owed for our work on this job of $25,187.10, which represents more than 30% of total amount we were supposed to be paid.   Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[“The new [redacted]es are not sagging and the roof looks fine as can be seen in the photo on the cover of the [redacted] inspection report done by [redacted] Inspections .” This is not true, there is an issue with the [redacted]es which is an issue and causing an issue to the entire roof. If the owner of ServPro is using the human eye factor to determine if something is straight or done correctly then they are going to continue having issues. A picture will not show a small degree issue but a level or laser defin[redacted]y will. We have already contracted another company come to take pictures and reinsulate the house due to energy loss that we were receiving by having such poor work done in the first place. It hasn’t been until we have contacted the Revdex.com that we have received so much feedback from Mr. [redacted]. It’s remarkable how fast a business/company works when they’re reputation is at stake. The offer still stands, 24/7-365. Bring another inspector out to my [redacted] and let me continue to point out the degrees of error that ServPro has done. Pictures have been taken by the company that I contracted to reinsulate my [redacted]. They used measuring sticks to show where the insulation was before and after the job was complete.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This rebuttal by ServPro has many holes in it which I will
point out ONE major one. [redacted]s "We were not
going to try to install anything less than what was there before"
if this was true [redacted]ment by [redacted] then he would have hired a [redacted] company to
replace 2x6 [redacted]es with 2x4 [redacted]es. Which is one of the major issues with I
am having with my [redacted]. The roof looks terrible and appears to be sinking. Additionally
there is missing installation in the ceiling which has not been replaced which
should have done a LONG time ago which I am going to hire a team to come out
and do that right as well since ServPro has not completed that job. I have
hired an inspector to come out and do a full inspection on the [redacted] as well as
bring out a KY [redacted] inspector to look over everything to ensure that
everything was being looked at from other professionals. I welcome [redacted] to
bring in ANY outside agency/inspector to come and look at the work his company
has done. My [redacted] can be open 24/7 365 if ServPro would like to come in and
finish the job or bring someone else to look at their terrible quality of work.  Attached to this is an inspection that I had done.
Regards,
[redacted]