State Restoration, Inc.

Complaint:
I am rejecting this response because:
* State Restoration did not make an inventory prior of removing my belonging to their facilityAs a result mistakes were made* I was present when SRI worker came to pack my belongingI saw them breaking items, not writing anything done so mistake were made such as loosing items (e.g., refrigerator, Italian fur coat etc.)
* I had an antique Venice mirror in perfect condition hanging on my wallsWhen I saw it at SRI's facility even though it was still in perfect condition it was not properly stored (see email)* SRI sent me an email promised me to take good care of the mirrorHowever when I picked it up it was ruined (see picture taken 5/21/15)
* On January 19,I went to SRI and I saw my desk and its matching bookcase in perfect conditionHowever, when I picked them up on 5/21/the desk was dirty, it had scratches and the book case had one corner of the frame missingShe shelves were intactI had a set of expensive crystal glassesThey were in the kitchenI did not take anything out because I rent a fully furniture aptplus the items were dirtyI saw the men who packed my kitchen itemOn 5/21/only glasses were returned to me * SRI gave me a single page of items that were supposed to be retuned to me cleaned and that were in good conditionOn the list there is the Venice mirror and the desk + marching bookcaseHowever they were not returned to me in their original conditionOn numerous times I contacted SRI to ask to address the fact that my belonging were not properly stored and care for, They chose not to address the issues and ignore even the certified letter I sentSRI has a pattern of ignoring problems and not taking responsibility for their actionsI had to hire a lawyer, pay thousands of dollars for them to address the missing and broken items during the move out* However because I had to pay in full before I could inspect and pick up my belong certain problems were only discovered on 5/21/SRI has misrepresented the quality of their services including their commitment to the complete satisfaction of their customers as per their websitethey did not chose to make a good faith effort to resolve the problems we had* I would like Revdex.com to post my complain and help me resolve the issuesThank you
A*** ***
* Overall I received unsatisfactory services
Regards,
Adriana Bollani

I have had a terrible experience with State Restoration and specifically with [redacted] She scheduled workers to begin work on our condo prior to my knowledge that there was damage to the unit (The damage was caused by a fire from another unit). She told us the repairs would take two weeks, however it's been 6 weeks and they are nowhere near done with the repairs.[redacted] chooses to deal with tough questions by abruptly hanging up the phone. I would advise against working with this company due to poor customer service and poor estimates for how long the work will take.

size="3">RE:          ID No. 11465429
 
We received your email  message dated today, June 8, 2016, which is the first notice we had received. 
 
We did pack out and store Ms. B[redacted]’s contents after a fire/smoke damaged at her condominium building in Encino.  We contracted to pack out clean, store and then return her contents once the building repairs were completed. 
 
During the pack out process Ms. B[redacted] did remove several items herself to take to her temporary housing and dispose of other items.  We do not know what items were moved by Ms. B[redacted] or disposed of by Ms. B[redacted].   
 
Ms. B[redacted] decided to hire an attorney during the process to dispute charges that her insurance carrier approved.  She then decided that she did not want most of the items that were packed out and wanted to have them added to her total loss inventory and attempt to recover from her insurance carrier.  
 
After several conversations she insisted that she be able to come to our facility and pick up her items.  She arranged to have a truck and two movers come to our facility to remove her items.  She was required to pay for our services prior to returning her items.
 
During the process of her inspecting her items and transferring them to her movers’ truck, she disposed of multiple items in our trash bins at our location. 
Prior to the start of the pack out we did take photographs throughout her unit and of her personal property. 
                                        ...⇄
Ms. B[redacted]’s claims:
 
1. Antique Venice Mirror  - Damaged.
2. Off White Bookcase/Deck Top missing a piece
3. Three (3) Crystal Wine Glass Returned out of six (6)
 
State Restoration Response:
 
1.  We have photos that show the Mirror was damaged prior to being removed from the   
     wall in Ms. B[redacted]’s unit.
2. We have photos of the bookcase/Desk Top, prior to being removed from Ms. B[redacted]’s residence showing the number shelves.  We  have photographs of the bookcase/desktop  
     when it was picked up by Ms. B[redacted], showing all the pieces were present.
3. We have photos showing only three wine glasses in the cabinet at Ms. B[redacted]’s, and photo of the three wine glass that were returned. 
 
 
Even with the greatest care, some items sometimes sustain damage. We openly take responsibility for any damages that might occur during a  pack out, storage and pack-in process, if we are responsible.  Ms. B[redacted]’s floor lamps were damaged and she was compensated for those items. We strive to make sure all of our customers are satisfied, unfortunately, we cannot always satisfy everyone.

1.       We did receive a notice of items she claimed or missing, we do dispute Ms. B[redacted]’s interpretation of the facts,  as she believes, just as she disputes our interpretation of the facts.  2.       Ms. B[redacted] did move into a temporary housing. Yes, State Restoration does not know what items she took to the temporary housing or not. Yes, we do not know what items Ms. B[redacted] disposed of prior to the pack out, during the pack out or after the pack out. Yes, Ms. B[redacted], picked up her personal items from our warehouse and yes, State Restoration does not know where she took those items. Yes, Ms. B[redacted] disposed of items while at your location in the dumpsters located on the East side of our complex and we took photos of her movers disposing of various items.
3.       Yes, we are aware of Ms. B[redacted]’s opinion, which is only her opinion. 4.       Yes, Ms. B[redacted] contacted an attorney, who was not present when Ms. B[redacted] picked up her personal items. 5.       Yes, we have photograph showing the condition of Ms. B[redacted]’s personal items, prior to the pack out starting and photographs of the items showing the same conditions upon pick up.  We have no knowledge how the items were treating or handled once the items were picked up by Ms. B[redacted]’s movers. 6.       Yes, we have the photographs of the items in your unit prior to the pack out. 7.       Yes, we have photographs showing the condition and number of shelves prior to the pack out and when the bookcase was picked up by Ms. B[redacted] and her movers. 8.       Yes, we have photographs showing only 3 crystal glassed prior to the pack out and the same 3 glasses when Ms. B[redacted] picked up her personal property with her movers.
Yes, unfortunately  a lamp was broken during the move. Yes, State Restoration compensated Ms. B[redacted] for the lamp
State Restoration is not responsible for items disposed of by Ms. B[redacted], prior, during or after the pack out. State Restoration is not aware of what items were paid for by Mercury Insurance as total lost items.

I have had a terrible experience with State Restoration and specifically with [redacted] She scheduled workers to begin work on our condo prior to my knowledge that there was damage to the unit (The damage was caused by a fire from another unit). She told us the repairs would take two weeks, however it's been 6 weeks and they are nowhere near done with the repairs.[redacted] chooses to deal with tough questions by abruptly hanging up the phone. I would advise against working with this company due to poor customer service and poor estimates for how long the work will take.