Silver City Restoration, Inc.

This company was hired by AMICA insurance to help with water damage to my PV homeThey did a terrible jobbed were the worst to deal with, they damaged my valuable furniture due to their lack of experience.They lack professionalism& their staff can barely speak english except for Napoleon the lead man( who's the only one know how things are done ) Would not recommend this company at all in fact be careful dealing with them as they can cause secondary damage - from not protecting the furniture - far more than any benefit gained from their claimed water restoration damages DO NOT USE THEM

Last year we discovered a water leak in the main drain of our kitchen Amica, our homeowners ins., gave us Silver City as their go to company for this type of restoration Silver City came into the process in December The project manager we were assigned to, came in and started job We had previously had the fans etc, drying process done by another company During the process, we discovered the master bath shower also needed to be replaced due to water damage Our project manager, Andy, called and told us they were ready to get going and gave us a start date Andy sent three kids into our home with no tools other than a hammer After about 2hrs., Andy called the workers and told them to leave the premises (we, the homeowners, were in the house at the time) The guys went racing outside without a word to us When we asked them to explain, they simply said Andy told them there was asbestos and they had to quit working We called Andy and heard from him hours later He told us to leave the house (but only after we called HIM)! He promised to have someone right over to handle the situation This was approx1:20pm so by 4:30pm on a Friday, we called him back, left a msgsaying we were going to check into a hotel We spent December thru April in a hotel This was a very different experience than what we were expecting Finally, when the actual restoration began, Andy could not stay on budget Any material I picked, he would always say, "You have very expensive taste" We finally had to hire our own plumbers, tilers, electricians and cabinet makers The final reason we are choosing to share our experience is the billing this company sends out They do not prepare a statement of the work they completed or the labor charges and material charges, instead they just keep sending out the estimate which they originated when they did the walk through with the adjuster We hope this information will help someone

This Place is Horrible treated with such disrespect wants to deny any fault in any matterTheir project managers call the customers LIARSThey screwed up my carpet and DO NOT want to fix it stating " That I know there is an imperfection there so I will always see it" but it is acceptable in their eyes"months since I had the issue originally and yet the project IS NOT 100% complete They Blew me off for weeks cause the project manager changed phone numbers but if I hadn't called they would still haven't called meZERO STARS WHOPPING THUMBS DOWN and I will never refer them to anyone everI should wait until they finish my house to complain but that might take another months

We had a roof leaf that was coming into our bathroomWe called Amica Insurance and they recommended Silver City Restoration to help fix the problemThis was in November when we were experiencing hard rainsSilver City asked if we wanted them to put a emergency tarp temporarily on the roof to prevent future damageThey did not mention what this would cost and men came out and stapled about square feet of tarp to our roofThis process took less than minutes Since we had a high deductible Amica's estimate was low and we were responsible to have it fixed ourselvesShortly thereafter we received a bill from Silver City for Emergency Service of $We questioned it and were told they normally charge $This amount seems ridiculously high for a blue tarp stapled to our roof and they do not remove the tarpAs seniors we feel that we have been taken advantage of We will also be filing a complaint with Amica

USAA referred us to Silver City in Janfor our roofing/skylight & bathroom leaks and damage We used them from Jan-thru Mar-to complete roof, skylight repairs and then interior bathroom repairs including installing upgraded tub, sidewalls & toilets (2)
Tim B& Brenda Dwere very professional and a joy to work withThey kept track of all progress and were great communicating our issues/concerns as they ariseAll the crew & lead were very clean, courteous and informative
in Jan.-we had another roof/skylight issue (leak) at the front of our home and we once again used Silver City to repair itTim B& Brenda Dhandled everything smooth as glassAgain, all the crew & lead were very clean, courteous and informative
With all the bad apple repair outfits you hear about out there, this company's honesty was refreshing to deal withMay not be the cheapest, but you get what you pay for

Re: Complaint #*** September 19,
Dear Maria Garcia,
In response to Mrs*** complaint Mrs*** states that she did not receive a estimate for the interior repairs before the work was done That estimate was written by the adjuster at the *** and Mrs*** should have received it from her insurance company We worked directly off of that estimate and the *** paid for the interior repairs minus her deductible of$We as of 09/19/have not received payment for the balance of interior repairs, $that were finished on 05/05/ She was sent payment for that amount by the *** Mrs*** also states that she did not receive a roof repair estimate either She was sent a copy of the estimate on 03/along with a work authorization Mrs*** called on 04/to see when the repairs would be scheduled and at that time, *** the estimator, asked her if she wanted us to do the repairs outlined in the roof estimate and she said "yes" *** then told her she needed to send in the work authorization and note it was for the roof and interior, which she did, and we received it on 04/Our estimate for the roof repair was for only $for labor and material Normally we would charge a roof minimum which is $ We chose not to charge a roof minimum since the *** were paying for the roof repairs out of pocket because it was considered maintenance damage and not covered by the insurance company We also did a leak test as a courtesy on all areas, not just the skylight as stated in the roof repair estimate A charge for a leak test is $ We received payment on 04/25/for $which is the cost of the roof repairs of $and the insurance deductible of $ Mrs*** states that was for the interior which we had not even done yet We were done with the roof repairs and that is what we collected payment for and Mr*** was aware that was what he was writing the check for We stand by our cost and agreement made prior to scheduling the repairsThe *** have been told by their insurance adjuster that we were more than fair and that they need to pay us We are a preferred contractor with many of the insurance companies in Arizona and we are held to a higher standard and that is why the *** insurance company referred us and not a handyman company Silver City's stance is we went above and beyond to provide a service and just want to be paid the balance that is owed of$341.49.
Silver City has tried on numerous occasions to contact the *** concerning payment and have not received a call back to resolve this issue I myself called after receiving their response on 09-18-and Mr*** answered, when he went to get Mrs*** on the phone is was disconnected I waited to see if they would call back, when they did not I called them and it went to voice mail I left a message and did not receive a call back It does not seem like they want to resolve this issue so we had no other recourse then to send their claim over to our collections department I do not feel our status with the Revdex.com should be affected by this complaint since it is not a workmanship issue
Sincerely,
*** ***
Account Manager
Silver City Restoration

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.
I will not agree with this issue until I can see the attachments that were provided to the Revdex.com from the company and have the ability to review and respond.
Also, the company has continued to call us (from different phone numbers) even though they have been instructed by the Revdex.com not to.
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 is in response to Silver City Restoration's Exhibits A-F:
Exhibit A - Interior Estimate - This paperwork (pages 1-11) was never received prior to any work being done or payment being made. The first Invoice (page 12) was received on 6/10/14.
The paperwork for the roof estimate was prepared on 3/28/14 by [redacted], but we didn't receive it until 5/9/14 - AFTER the roof work had already been completed (4/28/14).
Exhibit B - Roof Estimate - The paperwork for the roof repairs was received on 6/10/14, . The invoice was received on 7/16/14.
Exhibit C - Roof Estimate - I don't understand the purpose of this paperwork. This test was offerd as a courtesy to me by the repairman.
Exhibit D - Work Authorization & Direct Payment Request - [redacted] told me to write on this paperwork 'roof and interior work'.
Exhibit E - Check - This is a copy (front and back) of my check which we thought was payment for interior work only.
Exhibit F - Certificate of Satisfaction - I signed this form on 5/5/14 because I was satisfied with the repair work.
I don't have any complaints about the work that was done. My issue is with the 'Roof Work Estimate' not being supplied to me BEFORE work was started for my approval, even though all the attachments show they were prepared on 3/28/14. I was thinking that it would cost about $50 to seal 1 roof skylight and was clearly shocked at the outrageous amount I was actually charged for the roof work ($260+). Had I known this in advance, I would NOT have had this company do any roof repairs.
I worked with a volunteer lawyer (through [redacted].) on 6/27 and 7/11 who tried to help me make sense of the papers that I received, but since we didn't have all the above information, we were unable to figure out the differences in the charges for the work covered by insurance and the exterior roof work not covered by insurance.
Regards,
[redacted]

Response to Complaint ID [redacted]
 
On 3/28/14 Silver City Restoration inspected Mr. and Mrs. [redacted] property to confirm the damaged areas included in the insurance estimate (see exhibit A).  Our estimator, [redacted] also spoke to the homeowners about the roof issues that were...

not covered by the insurance company because they were considered maintenance issues.  [redacted] advised Mrs. [redacted] that she would prepare a separate estimate for the out of pocket repairs.  She explained that we would seal around the skylight and all the roof penetrations as all the seals appeared the same and were cracking, including around the roof mounted hvac.  The roof repair estimate (see exhibit B) and a work authorization (see exhibit D) were mailed to the [redacted]’s on 3/28/14.  On 4/11/14 Mrs. [redacted] called our office to see when repairs would begin, [redacted] spoke to Mrs. [redacted] and told her we would need the work authorization signed and returned and she asked her if she wanted us to repair the roof as detailed in the estimate that was mailed, and she said yes.  [redacted] advised that we would need her to note on the work authorization that it was for the “roof and interior (see exhibit D).  We received the work authorization on 4/16/14 and repairs were scheduled for 4/18/14.  On 4/18/14 two roofers arrived on site and began roof repairs.  They were on site for over two hours, and went through 4 tubes of NP1 caulking.  Before leaving Mrs. [redacted] requested they prove the repairs worked so they performed a water test, which was not in the estimate.  On 4/21/14 [redacted] was informed that Mrs. [redacted] was upset because we sealed all the roof penetrations and that we should only have done the skylight.  [redacted] advised her that we typically charge a roofing minimum for small roof repairs, around $400, but we had agreed on the price before scheduling the repairs and did the work agreed to $260.24.  On 4/25/14 we received payment by personal check for $510.24 (see exhibit E) which paid the roof repair in full $260.24 plus the deductible of $250.00 for the interior claim.  We received a certificate of satisfaction on 5/5/14 signed by Mrs. [redacted] and have been unable to collect the balance of $341.49, which is the insurance portion and a check was issued by the [redacted] for that amount to the [redacted]’s.   Mrs. [redacted] states in her complaint that the check they wrote  was to pay for the interior but we had not finished the interior at that time, so we would not collect payment for work not complete.   We have sent Mrs. [redacted] invoices showing the cost of the roof repair, showing paid in full, and the interior repair, with a balance of $341.49.  Also included is an estimate(see exhibit C) that is industry standard pricing for the work we performed at the [redacted]’s which is considerably more that we charged.  We stand by our cost and agreement made prior to scheduling the repairs.
 
Thank you,
 
 
[redacted]
Accounts Manager
Silver City Restoration
[redacted]
Phoenix, AZ 85027
###-###-#### Office
###-###-#### Fax
[email protected]
On Fri, Jul 25, 2014 at 4:45 PM, Colleen Pierce <[email protected]> wrote:
Response to Complaint ID [redacted]
 
On 3/28/14 Silver City Restoration inspected Mr. and Mrs. [redacted]’s property to confirm the damaged areas included in the insurance estimate (see exhibit A).  Our estimator, [redacted] also spoke to the homeowners about the roof issues that were not covered by the insurance company because they were considered maintenance issues.  [redacted] advised Mrs. [redacted] that she would prepare a separate estimate for the out of pocket repairs.  She explained that we would seal around the skylight and all the roof penetrations as all the seals appeared the same and were cracking, including around the roof mounted hvac.  The roof repair estimate (see exhibit B) and a work authorization (see exhibit D) were mailed to the [redacted]’s on 3/28/14.  On 4/11/14 Mrs. [redacted] called our office to see when repairs would begin, [redacted] spoke to Mrs. [redacted] and told her we would need the work authorization signed and returned and she asked her if she wanted us to repair the roof as detailed in the estimate that was mailed, and she said yes.  [redacted] advised that we would need her to note on the work authorization that it was for the “roof and interior (see exhibit D).  We received the work authorization on 4/16/14 and repairs were scheduled for 4/18/14.  On 4/18/14 two roofers arrived on site and began roof repairs.  They were on site for over two hours, and went through 4 tubes of NP1 caulking.  Before leaving Mrs. [redacted] requested they prove the repairs worked so they performed a water test, which was not in the estimate.  On 4/21/14 [redacted] was informed that Mrs. [redacted] was upset because we sealed all the roof penetrations and that we should only have done the skylight.  [redacted] advised her that we typically charge a roofing minimum for small roof repairs, around $400, but we had agreed on the price before scheduling the repairs and did the work agreed to $260.24.  On 4/25/14 we received payment by personal check for $510.24 (see exhibit E) which paid the roof repair in full $260.24 plus the deductible of $250.00 for the interior claim.  We received a certificate of satisfaction on 5/5/14 signed by Mrs. [redacted] and have been unable to collect the balance of $341.49, which is the insurance portion and a check was issued by the [redacted] for that amount to the [redacted]’s.   Mrs. [redacted] states in her complaint that the check they wrote  was to pay for the interior but we had not finished the interior at that time, so we would not collect payment for work not complete.   We have sent Mrs. [redacted]g invoices showing the cost of the roof repair, showing paid in full, and the interior repair, with a balance of $341.49.  Also included is an estimate(see exhibit C) that is industry standard pricing for the work we performed at the [redacted]’s which is considerably more that we charged.  We stand by our cost and agreement made prior to scheduling the repairs.
 
Thank you,
 
 
Colleen Pierce
Accounts Manager
Silver City Restoration
23005 N. 15th Ave Ste 105
Phoenix, AZ 85027
###-###-#### Office
###-###-#### Fax
[email protected]

This company was hired by AMICA insurance to help with water damage to my PV home. They did a terrible jobbed were the worst to deal with, they damaged my valuable furniture due to their lack of experience.They lack professionalism& their staff can barely speak english except for Napoleon the lead man( who's the only one know how things are done ) . Would not recommend this company at all in fact be careful dealing with them as they can cause secondary damage - from not protecting the furniture - far more than any benefit gained from their claimed water restoration damages . DO NOT USE THEM .

Re: Complaint #[redacted] September 19, 2014

Dear Maria Garcia,

In response to Mrs. [redacted] complaint.  Mrs. [redacted] states that she did not receive a estimate for the interior repairs before the work was done.  That estimate was written by the adjuster at the [redacted] and Mrs. [redacted] should have received it from her insurance company.  We worked directly off of that estimate and the [redacted] paid for the interior repairs minus her deductible of$250. We as of 09/19/114 have not received payment for the balance of interior repairs, $341.49 that were finished on 05/05/14.  She was sent payment for that amount by the [redacted].  Mrs. [redacted] also states that she did not receive a roof repair estimate either.  She was sent a copy of the estimate on 03/28114 along with a work authorization.  Mrs. [redacted] called on 04/11112 to see when the repairs would be scheduled and at that time, [redacted] the estimator, asked her if she wanted us to do the repairs outlined in the roof estimate and she said "yes".  [redacted] then told her she needed to send in the work authorization and note it was for the roof and interior, which she did, and we received it on 04/16114. Our estimate for the roof repair was for only $260.00 for labor and material.  Normally we would charge a roof minimum which is $376.15.  We chose not to charge a roof minimum since the [redacted] were paying for the roof repairs out of pocket because it was considered maintenance damage and not covered by the insurance company.  We also did a leak test as a courtesy on all areas, not just the skylight as stated in the roof repair estimate.  A normal charge for a leak test is $364.33.  We received payment on 04/25/14 for $510.24 which is the cost of the roof repairs of $260.24 and the insurance deductible of $250.00.  Mrs. [redacted] states that was for the interior which we had not even done yet.  We were done with the roof repairs and that is what we collected payment for and Mr. [redacted] was aware that was what he was writing the check for.  We stand by our cost and agreement made prior to scheduling the repairs. The [redacted] have been told by their insurance adjuster that we were more than fair and that they need to pay us.   We are a preferred contractor with many of the insurance companies in Arizona and we are held to a higher standard and that is why the [redacted] insurance company referred us and not a handyman company.  Silver City's stance is we went above and beyond to provide a service and just want to be paid the balance that is owed of$341.49. 
 

Silver City has tried on numerous occasions to contact the [redacted] concerning payment and have not received a call back to resolve this issue.  I myself called after receiving their response on 09-18-14 and Mr. [redacted] answered, when he went to get Mrs. [redacted] on the phone is was disconnected.  I waited to see if they would call back, when they did not I called them and it went to voice mail.  I left a message and did not receive a call back.  It does not seem like they want to resolve this issue so we had no other recourse then to send their claim over to our collections department.  I do not feel our status with the Revdex.com should be affected by this complaint since it is not a workmanship issue.

Sincerely,

Account Manager

Silver City Restoration

Re: Complaint #[redacted] September 19, 2014

Dear Maria Garcia,

In response to Mrs. [redacted] complaint.  Mrs. [redacted] states that she did not receive a estimate for the interior repairs before the work was done.  That estimate was written by the adjuster at the [redacted] and Mrs. [redacted] should have received it from her insurance company.  We worked directly off of that estimate and the [redacted] paid for the interior repairs minus her deductible of$250. We as of 09/19/114 have not received payment for the balance of interior repairs, $341.49 that were finished on 05/05/14.  She was sent payment for that amount by the [redacted].  Mrs. [redacted] also states that she did not receive a roof repair estimate either.  She was sent a copy of the estimate on 03/28114 along with a work authorization.  Mrs. [redacted] called on 04/11112 to see when the repairs would be scheduled and at that time, [redacted] the estimator, asked her if she wanted us to do the repairs outlined in the roof estimate and she said "yes".  [redacted] then told her she needed to send in the work authorization and note it was for the roof and interior, which she did, and we received it on 04/16114. Our estimate for the roof repair was for only $260.00 for labor and material.  Normally we would charge a roof minimum which is $376.15.  We chose not to charge a roof minimum since the [redacted] were paying for the roof repairs out of pocket because it was considered maintenance damage and not covered by the insurance company.  We also did a leak test as a courtesy on all areas, not just the skylight as stated in the roof repair estimate.  A normal charge for a leak test is $364.33.  We received payment on 04/25/14 for $510.24 which is the cost of the roof repairs of $260.24 and the insurance deductible of $250.00.  Mrs. [redacted] states that was for the interior which we had not even done yet.  We were done with the roof repairs and that is what we collected payment for and Mr. [redacted] was aware that was what he was writing the check for.  We stand by our cost and agreement made prior to scheduling the repairs. The [redacted] have been told by their insurance adjuster that we were more than fair and that they need to pay us.   We are a preferred contractor with many of the insurance companies in Arizona and we are held to a higher standard and that is why the [redacted] insurance company referred us and not a handyman company.  Silver City's stance is we went above and beyond to provide a service and just want to be paid the balance that is owed of$341.49. 
 

Silver City has tried on numerous occasions to contact the [redacted] concerning payment and have not received a call back to resolve this issue.  I myself called after receiving their response on 09-18-14 and Mr. [redacted] answered, when he went to get Mrs. [redacted] on the phone is was disconnected.  I waited to see if they would call back, when they did not I called them and it went to voice mail.  I left a message and did not receive a call back.  It does not seem like they want to resolve this issue so we had no other recourse then to send their claim over to our collections department.  I do not feel our status with the Revdex.com should be affected by this complaint since it is not a workmanship issue.

Sincerely,

Account Manager

Silver City Restoration

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.

I will not agree with this issue until I can see the attachments that were provided to the Revdex.com from the company and have the ability to review and respond.

Also, the company has continued to call us (from different phone numbers) even though they have been instructed by the Revdex.com not to.

Regards,

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.

I will not agree with this issue until I can see the attachments that were provided to the Revdex.com from the company and have the ability to review and respond.

Also, the company has continued to call us (from different phone numbers) even though they have been instructed by the Revdex.com not to.

Regards,

Response to Complaint ID [redacted]

 

On 3/28/14 Silver City Restoration inspected Mr. and Mrs. [redacted] property to confirm the damaged areas included in the insurance estimate (see exhibit A).  Our estimator, [redacted] also spoke to the homeowners about the roof...

issues that were not covered by the insurance company because they were considered maintenance issues.  [redacted] advised Mrs. [redacted] that she would prepare a separate estimate for the out of pocket repairs.  She explained that we would seal around the skylight and all the roof penetrations as all the seals appeared the same and were cracking, including around the roof mounted hvac.  The roof repair estimate (see exhibit B) and a work authorization (see exhibit D) were mailed to the [redacted]’s on 3/28/14.  On 4/11/14 Mrs. [redacted] called our office to see when repairs would begin, [redacted] spoke to Mrs. [redacted] and told her we would need the work authorization signed and returned and she asked her if she wanted us to repair the roof as detailed in the estimate that was mailed, and she said yes.  [redacted] advised that we would need her to note on the work authorization that it was for the “roof and interior (see exhibit D).  We received the work authorization on 4/16/14 and repairs were scheduled for 4/18/14.  On 4/18/14 two roofers arrived on site and began roof repairs.  They were on site for over two hours, and went through 4 tubes of NP1 caulking.  Before leaving Mrs. [redacted] requested they prove the repairs worked so they performed a water test, which was not in the estimate.  On 4/21/14 [redacted] was informed that Mrs. [redacted] was upset because we sealed all the roof penetrations and that we should only have done the skylight.  [redacted] advised her that we typically charge a roofing minimum for small roof repairs, around $400, but we had agreed on the price before scheduling the repairs and did the work agreed to $260.24.  On 4/25/14 we received payment by personal check for $510.24 (see exhibit E) which paid the roof repair in full $260.24 plus the deductible of $250.00 for the interior claim.  We received a certificate of satisfaction on 5/5/14 signed by Mrs. [redacted] and have been unable to collect the balance of $341.49, which is the insurance portion and a check was issued by the [redacted] for that amount to the [redacted]’s.   Mrs. [redacted] states in her complaint that the check they wrote  was to pay for the interior but we had not finished the interior at that time, so we would not collect payment for work not complete.   We have sent Mrs. [redacted] invoices showing the cost of the roof repair, showing paid in full, and the interior repair, with a balance of $341.49.  Also included is an estimate(see exhibit C) that is industry standard pricing for the work we performed at the [redacted]’s which is considerably more that we charged.  We stand by our cost and agreement made prior to scheduling the repairs.

 

Thank you,

 

 

Accounts Manager

Silver City Restoration

Phoenix, AZ 85027

###-###-#### Office

###-###-#### Fax

[email protected]
On Fri, Jul 25, 2014 at 4:45 PM, Colleen Pierce <[email protected]> wrote:

Response to Complaint ID [redacted]

 

On 3/28/14 Silver City Restoration inspected Mr. and Mrs. [redacted]’s property to confirm the damaged areas included in the insurance estimate (see exhibit A).  Our estimator, [redacted] also spoke to the homeowners about the roof issues that were not covered by the insurance company because they were considered maintenance issues.  [redacted] advised Mrs. [redacted] that she would prepare a separate estimate for the out of pocket repairs.  She explained that we would seal around the skylight and all the roof penetrations as all the seals appeared the same and were cracking, including around the roof mounted hvac.  The roof repair estimate (see exhibit B) and a work authorization (see exhibit D) were mailed to the [redacted]’s on 3/28/14.  On 4/11/14 Mrs. [redacted] called our office to see when repairs would begin, [redacted] spoke to Mrs. [redacted] and told her we would need the work authorization signed and returned and she asked her if she wanted us to repair the roof as detailed in the estimate that was mailed, and she said yes.  [redacted] advised that we would need her to note on the work authorization that it was for the “roof and interior (see exhibit D).  We received the work authorization on 4/16/14 and repairs were scheduled for 4/18/14.  On 4/18/14 two roofers arrived on site and began roof repairs.  They were on site for over two hours, and went through 4 tubes of NP1 caulking.  Before leaving Mrs. [redacted] requested they prove the repairs worked so they performed a water test, which was not in the estimate.  On 4/21/14 [redacted] was informed that Mrs. [redacted] was upset because we sealed all the roof penetrations and that we should only have done the skylight.  [redacted] advised her that we typically charge a roofing minimum for small roof repairs, around $400, but we had agreed on the price before scheduling the repairs and did the work agreed to $260.24.  On 4/25/14 we received payment by personal check for $510.24 (see exhibit E) which paid the roof repair in full $260.24 plus the deductible of $250.00 for the interior claim.  We received a certificate of satisfaction on 5/5/14 signed by Mrs. [redacted] and have been unable to collect the balance of $341.49, which is the insurance portion and a check was issued by the [redacted] for that amount to the [redacted]’s.   Mrs. [redacted] states in her complaint that the check they wrote  was to pay for the interior but we had not finished the interior at that time, so we would not collect payment for work not complete.   We have sent Mrs. [redacted]g invoices showing the cost of the roof repair, showing paid in full, and the interior repair, with a balance of $341.49.  Also included is an estimate(see exhibit C) that is industry standard pricing for the work we performed at the [redacted]’s which is considerably more that we charged.  We stand by our cost and agreement made prior to scheduling the repairs.

 

Thank you,

 

 

Colleen Pierce

Accounts Manager

Silver City Restoration

23005 N. 15th Ave Ste 105

Phoenix, AZ 85027

###-###-#### Office

###-###-#### [email protected]

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 is in response to Silver City Restoration's Exhibits A-F:

Exhibit A - Interior Estimate - This paperwork (pages 1-11) was never received prior to any work being done or payment being made. The first Invoice (page 12) was received on 6/10/14.

The paperwork for the roof estimate was prepared on 3/28/14 by [redacted], but we didn't receive it until 5/9/14 - AFTER the roof work had already been completed (4/28/14).

Exhibit B - Roof Estimate - The paperwork for the roof repairs was received on 6/10/14, . The invoice was received on 7/16/14.

Exhibit C - Roof Estimate - I don't understand the purpose of this paperwork. This test was offerd as a courtesy to me by the repairman.

Exhibit D - Work Authorization & Direct Payment Request - [redacted] told me to write on this paperwork 'roof and interior work'.

Exhibit E - Check - This is a copy (front and back) of my check which we thought was payment for interior work only.

Exhibit F - Certificate of Satisfaction - I signed this form on 5/5/14 because I was satisfied with the repair work.

I don't have any complaints about the work that was done. My issue is with the 'Roof Work Estimate' not being supplied to me BEFORE work was started for my approval, even though all the attachments show they were prepared on 3/28/14. I was thinking that it would cost about $50 to seal 1 roof skylight and was clearly shocked at the outrageous amount I was actually charged for the roof work ($260+). Had I known this in advance, I would NOT have had this company do any roof repairs.

I worked with a volunteer lawyer (through [redacted].) on 6/27 and 7/11 who tried to help me make sense of the papers that I received, but since we didn't have all the above information, we were unable to figure out the differences in the charges for the work covered by insurance and the exterior roof work not covered by insurance.

Regards,

Review: 3.26.14 - [redacted]) was here and gave us an estimate of $591.49 to fix the leak in the kitchen skylight and the ceiling in the AZ room. He also mentioned we need to seal the roof skylight area to prevent further leaks and that it would not be covered as it is considered home maintenance.3.28.14 - Silver City Restoration ([redacted]) was here to see what was needed to be done on the inside to fix the ceiling which would be covered by insurance. I told [redacted] that [redacted] said the roof skylight needed to be sealed. [redacted] said no other roof items needed to be sealed at this time. I asked her for an estimate on sealing the roof skylight only and she said she would have to do some calculations to figure out cost. We never received an estimate of repairs prior to work being done.4.25.14 - The inside patching work was completed. Since no drywall was needed for repairs, the charge was only $510.24, which was $81.25 less than the insurance estimate. We paid for the new repair amount by check (#[redacted]).We received multiple invoices which we couldnt understand as they didnt separate the inside work (covered by insurance) from the outside work (not covered by insurance). Also, none of the invoices they sent us ever reflected the reduced fee or our check payment of $510.24 for inside work.End of April Sealing of the roof skylight was completed.5.9.14 Workmen came back to paint ceiling areas previously patched.6.10.14 I received another invoice stating we owe $260.24 for roof work.End of June/beginning of July - When I spoke with [redacted] @ Silver City about an invoice we received, I was told the $341.49 balance would be sent to collections.7.11.14 I called [redacted]) to discuss the invoices we received from Silver City. [redacted] said he would call Silver City to see if he could get the invoices to reflect what was covered by insurance and what was our responsibility.7.16.14 We received another Past Due invoice from Silver City in the amount of $341.49.Desired Settlement: We want a separate cost of repairs for inside and outside. According to our records, we only owe them for the roof repairs. I feel we are being billed an excessive amount for minor roof repairs. We are on [redacted] (limited income) and we feel this is an excessive amount.We would like Revdex.com to mediate this claim ASAP due to our account being sent to collections!

Business

Response:

Response to Complaint ID [redacted]

On 3/28/14 Silver City Restoration inspected Mr. and Mrs. [redacted] property to confirm the damaged areas included in the insurance estimate (see exhibit A). Our estimator, [redacted] also spoke to the homeowners about the roof issues that were not covered by the insurance company because they were considered maintenance issues. [redacted] advised Mrs. [redacted] that she would prepare a separate estimate for the out of pocket repairs. She explained that we would seal around the skylight and all the roof penetrations as all the seals appeared the same and were cracking, including around the roof mounted hvac. The roof repair estimate (see exhibit B) and a work authorization (see exhibit D) were mailed to the [redacted]’s on 3/28/14. On 4/11/14 Mrs. [redacted] called our office to see when repairs would begin, [redacted] spoke to Mrs. [redacted] and told her we would need the work authorization signed and returned and she asked her if she wanted us to repair the roof as detailed in the estimate that was mailed, and she said yes. [redacted] advised that we would need her to note on the work authorization that it was for the “roof and interior (see exhibit D). We received the work authorization on 4/16/14 and repairs were scheduled for 4/18/14. On 4/18/14 two roofers arrived on site and began roof repairs. They were on site for over two hours, and went through 4 tubes of NP1 caulking. Before leaving Mrs. [redacted] requested they prove the repairs worked so they performed a water test, which was not in the estimate. On 4/21/14 [redacted] was informed that Mrs. [redacted] was upset because we sealed all the roof penetrations and that we should only have done the skylight. [redacted] advised her that we typically charge a roofing minimum for small roof repairs, around $400, but we had agreed on the price before scheduling the repairs and did the work agreed to $260.24. On 4/25/14 we received payment by personal check for $510.24 (see exhibit E) which paid the roof repair in full $260.24 plus the deductible of $250.00 for the interior claim. We received a certificate of satisfaction on 5/5/14 signed by Mrs. [redacted] and have been unable to collect the balance of $341.49, which is the insurance portion and a check was issued by the [redacted] for that amount to the [redacted]’s. Mrs. [redacted] states in her complaint that the check they wrote was to pay for the interior but we had not finished the interior at that time, so we would not collect payment for work not complete. We have sent Mrs. [redacted] invoices showing the cost of the roof repair, showing paid in full, and the interior repair, with a balance of $341.49. Also included is an estimate(see exhibit C) that is industry standard pricing for the work we performed at the [redacted]’s which is considerably more that we charged. We stand by our cost and agreement made prior to scheduling the repairs.

Thank you,

Accounts Manager

Silver City Restoration

Phoenix, AZ 85027

###-###-#### Office

###-###-#### Fax

[email protected]

On Fri, Jul 25, 2014 at 4:45 PM, Colleen Pierce <[email protected]> wrote:

Response to Complaint ID [redacted]

We had some water damage that occurred after a couple of heavy storms September 2014. Our insurance company called Silver City Restoration and they came to dry out the wall and carpet in my sons room along with the wall and ceiling in the garage. The dry out was the easy part. After a couple of weeks they final came out to look at how much it would cost to fix all the repairs. My first issue came when the estimator [redacted], didn’t want to give us an estimate on the work that needed to be done until he talked to my insurance company. I called him and eventually got him to email me an estimate. To me it seemed like they wanted to find out how much money we were going to get from our insurance company and then charge us that amount regardless of how much the work would really cost. They kept talking about paying them our 1000$ deductible. My deductible is between my insurance company and me, not this 3rd party that we are hiring to do repairs. My husband signed a release for them to start working. Of course he didn’t really read everything. PLEASE READ THE RELEASE! It is crazy! It says that they want to get the money directly from your insurance company, and that you will pay them your deductible! Don’t do this; they are trying to ripe you off. Just because your insurance company estimates a certain price doesn’t mean it won’t be cheaper somewhere else. There was a very big difference in the amount our insurance company gave us and how much the actual estimate from Silver City was. If we didn’t get that estimate up front they would have taken it all plus our 1000$ deductible, out of pocket.
I ended up calling the company after a couple of weeks because we didn’t hear anything about when someone was going to come and fix our walls. I talked to [redacted] the project manager, who didn’t know anything about our job. He is not very pleasant to say the least. He told me it would take a few weeks to get someone out to fix the repairs. There was a cancelation so they were nice enough to schedule us within a week. (This was the only good thing about this experience). At this point the walls were complete (except for paint), and the carpet still needed to be stretched and put together. We decided to cancel the painting portion of the job. Their break down said painting was roughly 400$. I figured we could do this for about 30$, so I called and cancelled that portion of the workload. It took a couple more weeks for someone to come out to change out the carpet pad and stretch the carpet back into place.
Another week or so goes by and the accounting department calls me so that she can collect the bill. Since they didn’t do the painting from the original estimate I assumed they would take off the 400$ and some change that was listed on their breakdown. Apparently their break down isn’t correct. The 400+$ listed isn’t really all for just paint. The accounting department couldn’t explain that to me so I talked to [redacted] still didn’t give me a good explanation as to why when painting is listed on the break down, is not all painting. So they did not subtract the complete amount that was listed for painting, even though they did not paint at all in our home. He was very rude about it, said if he would have known we weren’t going to have the painting done they wouldn’t have taken the job in the first place. Because I felt like this company was trying to rip me off and because [redacted] was so completely rude I called the president of the company, [redacted]. They give you a list of phone numbers at the beginning of the job, and tell us to call if we have any problems. But [redacted] did not return my call and it’s been several weeks now. I will never do business with them again and I would not recommend them to anyone.
STAY AWAY from this company. They are trying to rip you off!