Stratton Restoration

We were never presented with a work order or cost to clean the contentThere work order indicate that "NO CLEANING WILL BE PERFORMED UNTIL AUTHORIZED BY INSURANCE COMPANY"I have attached letter with pictures of the some of the content that was return and never cleaned and some of it was damageThese picture are not inclusive to the item that we received that were no cleanWe send the second letter to them over three weeks ago and haven't heard anything from them

MsGarcia, Thank you for your letter corresponding to the above complain ID number for Mr& Mrs [redacted] I have personally been in communication with Mr [redacted] as of 4/17/I am conducting an internal investigation into this affair and communicated to Mr [redacted] that as soon as I had all necessary information from within my organization, I would be calling him personally to work towards resolutionEssentially, I am carefully considering our position on the matter I will require a minimum of days from today to complete my investigationWe will refrain from actively collecting any additional money owed until after I have communicated with the [redacted] ’s again

I am the person designated to respond to the complaint ID aboveBelow is our response: The person making this complaint is not a customer of Stratton RestorationWe are however always concerned about providing excellent customer serviceStratton Restoration is a vetted, audited, and preferred vendor for the Insurance Carrier who insures the customer mentioned in the complaintWe meet rigorous, and very specific standards to be worthy of preferred vendor statusAll estimates submitted to the insurance carrier are audited by the insurance company claims department for accuracy prior to billingThe portion of the claim in question has been 100% approved by the customers’ insurance companyThe person issuing the complaint was not onsite during any of the work performed, and therefore could not know how much labor, time, materials and/or supervision went into the work that was performedWe have been will continue to be agreeable to working with the customer to resolve any issues still outstandingPlease contact me directly with any further questions, concerns, or inquiriesThank you, Chad B***Stratton RestorationSAlma School Road Mesa, AZ ###-###-#### - office###-###-#### - fax###-###-#### – direct***@strattonbuilders.comwww.strattonrestoration.com

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
Regards,
*** *** The gave me and Revdex.com a bunch of B>S> I have checked with other Roof comp and the told me its a Lie the should have covered it/ free of charge/ other roof comptold me the same thing/

We have resolved this dispute with the Mueller's

To Whom It May Concern,
Our Project Manager went back out to Mr***s house on September 25, to inspect the roof and new claim concerns that Mr*** had. Upon arriving Mr*** brought it to the attention of the PM that he did not want the nails poking through the
sheathing. The PM suggested that we could grind them down and paint them, however, this would not be covered under the original repairs because per code the nails must penetrate through the roof. There was no mention of any leaks at this time it was only cosmetic concerns so I am not sure why any leakage was not brought to the attention of the PM at the time we were there. If there is indeed leakage we will happily address this, however, the cosmetic concern was not part of the approved insurance scope of work. There was a new claim which was interior repairs but Stratton will not be performing these repairs. Please feel free to contact me with any questions or concerns.
*** ***

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 price quoted to me for $was not for Mitigation only, it was for Mitigation and RepairThis is the heart of the issueI know what I was told, the employee in my home even went out to the truck to contact his manager to confirm the estimate of price
As for paymentThe are lying about invoices and collectionThey sent me bill at the beginning, which I disputed and then final noticeOnce I received the final notice, I did pay in full as I did not want a collection agency and my credit to be affected
Not only are they being untruthfulThey were rude and disrespectful to me
In my opinion, the company typically deals with insurance companies and large scale projectsI had a very simple leak and cabinet that needed to be repairedI called them because they did a similar project at my neighbors houseI understand large scale projects and ones that have more damage than what the initial eye can see can cost more than the estimateThat is not what happened in my caseI had a small wet spot....12xinches....no mold....and basically just needed to be cut out and then repairedHaving a 30-40% increase over the initial estimate is a lot to a homeowner and not fair to the customerI have never been given a quote for work and then been charged 30%-40% more when no additional work or new damage identified on a project
They are not providing the service for the price that was quoted by their employeeIt is not my fault that their employee gave me a verbal quote when they are not really suppose toAgain....this was a clear cut water damageNothing additional was ever found from the first time the company laid eyes on the projectI feel like because I did not record our conversation I am being taken advantage ofI just want to be given what I was quotedI would not be fighting this hard if it was not a matter of what is right is rightThey are wrongAnd don't care what I have to sayAgain, I have never had this happen with any other company or project in my lifetime
Regards,
*** ***

Revdex.com, We have received notice of the above complaint and are actively working to resolve this with the customerStratton Restoration was contracted in October of to perform several aspects of content manipulation, and cleaning for the complainantWe obtained an authorization for these
servicesWe are still investigating information related to this complaint, and will be contacting the customer directly to resolve. In the meantime, please contact me directly with any questions or complaints. Thank you, Chad B***

Revdex.com Representatives, I am writing to inform you of direct resolution with the customer related to the above complaint ID *** *** located at *** * *** ** *** **. We have decided to refund the customer the entire invoiced amount of $696.65. I have discussed this with Mr
*** directly by phone, and he should be receiving that refund within to business days(Check will go out in the mail today or tomorrow) Please let us know if we can be of any further assistance to our customer, or the Revdex.com. Thank you,

I am the person designated to respond to the complaint ID above. Below is our response: The person making this complaint is not a customer of Stratton Restoration. We are however always concerned about providing excellent customer service. Stratton Restoration is a vetted, audited, and...

preferred vendor for the Insurance Carrier who insures the customer mentioned in the complaint. We meet rigorous, and very specific standards to be worthy of preferred vendor status. All estimates submitted to the insurance carrier are audited by the insurance company claims department for accuracy prior to billing. The portion of the claim in question has been 100% approved by the customers’ insurance company. The person issuing the complaint was not onsite during any of the work performed, and therefore could not know how much labor, time, materials and/or supervision went into the work that was performed. We have been will continue to be agreeable to working with the customer to resolve any issues still outstanding. Please contact me directly with any further questions, concerns, or inquiries. Thank you, Chad B[redacted]Stratton Restoration2918 S. Alma School Road Mesa, AZ 85210         ###-###-#### - office###-###-#### - fax###-###-#### – direct[redacted]@strattonbuilders.comwww.strattonrestoration.com

To Whom It May Concern,
 
On 04/21/2014  Stratton Restoration was called to Mrs. [redacted] home regarding mitigation services .  We sent our mitigation tech out and Mrs. [redacted] requested a verbal estimate before we began the mitigation.  Mrs. [redacted] was quoted a not to...

 exceed $1000.00 price for mitigation services.  Mrs. [redacted] then signed our work authorization form and we began the mitigation services.
 
Once the mitigation was completed, we then invoiced Mrs. [redacted] for the services at $737.41.  After no response, we invoiced again on 04/27/14, and twice in May before she called in on 05/19/2014 stating she disagreed with the amount we were invoicing her and tried to negotiate a lower cost.   She spoke with the Mitigation manager who agreed on a lower price however, we never received any payment from her.  We sent invoices weekly from May 19-July 14, 2014 when a final notice invoice was sent and we were able to get her to call us back.   Upon discussion with her she stated she was not going to pay anything until we agreed to do mitigation and repairs for $1000.00.  We advised her that this was not possible as the mitigation invoice itself was $737.41.
 
In closing, of the mitigation work has been completed and under the not to exceed price of $1000.00.
 
[redacted]

We were never presented with a work order or cost to clean the content. There work order indicate that "NO CLEANING WILL BE PERFORMED UNTIL AUTHORIZED BY INSURANCE COMPANY". I have attached letter with pictures of the some of the content that was return and never cleaned and some of it was damage. These picture are not inclusive to the item that we received that were no clean. We send the second letter to them over three weeks ago and haven't heard anything from them.

Ms. Garcia, Thank you for your letter corresponding to the above complain ID number for Mr. & Mrs. [redacted]. I have personally been in communication with Mr. [redacted] as of 4/17/17. I am conducting an internal investigation into this affair and communicated to Mr. [redacted] that as soon as I had all necessary information from within my organization, I would be calling him personally to work towards resolution. Essentially, I am carefully considering our position on the matter.  I will require a minimum of 7 days from today to complete my investigation. We will refrain from actively collecting any additional money owed until after I have communicated with the [redacted]’s again.

If Mr. [redacted] would like us to come back and inspect the areas for leaks we will.  We can perform a leak test on the roof.  If there are indeed leaks in the areas of the roof where we performed work, we are happy to cover that under our warranty.    As stated in my previous response, based on the insurance scope of work (estimate from the insurance)  we performed the task to code and the cosmetic issues of them being able to see the nails was not covered under labor or material. Please advise if Mr. [redacted] wants us to come back out for any warranty leaks, or he can contact me directly.

HI [redacted], We have been in near constant communication with the customer cited below. The original issue for which she issued the complaint was caused by her own doing. She would leave water on the laminate countertop, and that water eventually caused damage to the countertop at a corner seam....

We still agreed to help her out and replace the countertop. She still decided to complain. In any case we replaced the countertop last week, with a new color of her choosing. As of late yesterday, she was happy with the countertop, but found another item on the project that she wants us to look at. I have our customer service representative meeting with her as I write this email now to resolve any and all outstanding issues. Keep in mind that she signed a satisfactory completion form on the project way back in April of this year stating that she all aspects of the project were completed to her satisfaction. Let me know if you need any other information from me. Thank you, Chad B[redacted]Stratton Restoration[redacted]         ###-###-#### - office###-###-#### - fax###-###-#### – direct[redacted]www.strattonrestoration.com

Regarding complaint [redacted]
 
Stratton Restoration's goal is to provide 100% customer satisfaction.  Unfortunately, in the case of Mrs. [redacted] she felt as if we are being deceitful in practice.  However, it was misunderstanding on her part.
 
Going back to the statement of the verbal estimate given to Mrs. [redacted],  she even stated that the Mitigation worker called his Mitigation Manager for a verbal estimate.  As previously stated, she was given the not to exceed price of $1000.00 for mitigation services only.
 
Unfortunately there is no way that anybody, including the Mitigation Manager can give an estimated cost for repairs, because we do not even know what the repairs will be until AFTER the mitigation services are completed.  The reason for this is because when mitigation is being performed, there is demo that needs to be completed.  If something arises during the process of mitigation( i.e. additional water damage in the walls or cabinets that may require additional demo ) this in essence will cause the repairs estimate to increase.   My employee estimated the mitigation costs to Mrs. [redacted], not to exceed $1000.  We then wrote her a separate estimate for repairs as this is protocol.
 
When she called upset about the cost of the two charges combined, we did agree to cut the cost to assist her as we did want to keep her business and try to satisfy her needs, while keeping it within the cost of both her and the company.  We would have essentially been doing her work at cost.  No mark ups no overhead or profit.  Mrs. [redacted] declined.
 
So in closing I would like to reiterate that Stratton took responsibility in the fact that there was a misunderstanding between Mrs. [redacted] and the processes at Stratton for mitigation services and repair services.  Because we do make every effort to have 100% satisfaction with not only our workmanship but as well our customer service and customer feedback, we took every effort to resolve this by reducing her cost of repairs and trying to reach an acceptable agreement between her and Stratton in which Mrs. [redacted] declined.
 
 Please feel free to contact me with any questions or concerns.
 
Thank you,
[redacted]

I have been informed that the customer in question will be removing their complaint from the Revdex.com due to complaint resolution between Stratton, the customer, the customers’ public adjuster, and the Hartford. I can certainly update the Revdex.com with more details once I have them. If we cannot confirm removal of the complaint with the Revdex.com within 72 hours, then we will issue an official response. Please know that Stratton is working diligently to resolve this complaint, due to the complexity of the situation, it is taking some time to resolve. Please feel free to call me at any time to discuss. Thanks for your help on this Marie.

font-family: Calibri, sans-serif;">HI [redacted],
 
We have been in near constant communication with the customer cited below. The original issue for which she issued the complaint was caused by her own doing. She would leave water on the laminate countertop, and that water eventually caused damage to the countertop at a corner seam. We still agreed to help her out and replace the countertop. She still decided to complain. In any case we replaced the countertop last week, with a new color of her choosing. As of late yesterday, she was happy with the countertop, but found another item on the project that she wants us to look at. I have our customer service representative meeting with her as I write this email now to resolve any and all outstanding issues. Keep in mind that she signed a satisfactory completion form on the project way back in April of this year stating that she all aspects of the project were completed to her satisfaction.
 
Let me know if you need any other information from me.
 
Thank you,
 
Chad B[redacted]
Stratton Restoration
[redacted]         
###-###-#### - office
###-###-#### - fax
###-###-#### – direct

www.strattonrestoration.com

Regarding the Revdex.com complaint for Mrs. [redacted], 

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I would like to start by saying we are still in the process of working with Mrs. [redacted] on her concerns and her repairs.

We have been in constant contact with her since she called regarding "warranty work" for a previous project we had worked on at her residence.  I can see where Mrs. [redacted] would be upset about us not talking to her directly, however, most of our communication has been with her nephew per her request.

Mrs. [redacted] was aware at the time that this was outside of her warranty period, however, Stratton in good standing  would still come out and essentially complete the repairs.  We apologize that Mrs. [redacted] feels that any office staff or Project Manager was rude, obnoxious or unacceptable, as our goal is to understand the needs of our customers. 

Regarding the evaporation cooler leg, we had no knowledge of this until the Revdex.com letter came in the mail.  In her letter, she stated that we bent the leg on her cooler, but also stated that she called in to complain that nobody had been there to fix the roof.  Had she known that the leg was bent, she would have called in concerning that, not to state that nobody had been there that day. (Roof repair indeed was completed that day).

Regarding Mrs. [redacted]s feelings of "being ignored" Please see the below dated correspondence, as we document every call, email, text message etc.  in our office to assure that no customer is ignored or put off at any time during the project period.

·         11/25/2013 [redacted] called in and said her roof was leaking and there was damage to a bedroom ceiling. We scheduled a technician for that day to review the damages. Technician informed [redacted] that it wasn’t under warranty because the work was preformed 3 ½ years ago.

·         11/25/2013 [redacted] called into the office screaming and belligerent. We told her it was out of the warranty period but we would talk to the owner to see if we can get approval to do the repairs.

·         11/26/2013 Got approval from Owner to cover the repair even though it’s outside our warranty period.

·         11/26/2013 [redacted] called and left message with [redacted] that we would do the repairs and to call us back to schedule.

·         12/2/2013 [redacted] called back to schedule. She informed us that she doesn’t get off work until 3:30pm and that we would have to schedule after she gets off work. We informed her that we would need to get the roof fixed before we can do the interior repairs and we would call the roofer and call her back.

·         12/2/2013 [redacted] called [redacted] and they told us that they would call [redacted] and setup a day to repair the roof. They said that the roof repairs would be completed by the end of the week.

·         12/2/2013 [redacted] called and left a message with [redacted] that the roofer would be calling her to schedule repairs.

·         12/9/2013 [redacted] talked with [redacted] and confirmed that the roof has been repaired. [redacted] schedule [redacted] for 12/10/2013 at 5:00pm (after hours) to look at interior damage.

·         12/10/2013 [redacted] met with [redacted] and looked at interior damage. Interior damage was a small drywall patch and paint on the ceiling only. [redacted] tried to schedule interior repairs with [redacted] for that Thursday (12/12/2013) or Friday (12/13/2013). She informed [redacted] that she works and cannot take time off. [redacted] offered to put a lock box on the house so she would have to be home. She was not happy with that and said she wants someone there while we are doing the repairs. She said there is a friend staying with her but he is going back to California for the next 2-3 weeks and she would call [redacted] to set up a time when he gets back in town.

·         12/23/2013 [redacted] Called into the office screaming that we have not done any work and it’s been over a month. We informed her that we did do the roof and that [redacted] was out there looking at the repair. We told her that [redacted] will call her back.

·         12/23/2013 [redacted] called her and said he was confused because she told him that she couldn’t have the work done until her friend came back in town and that she would call to schedule. She was very upset and did not recall that conversation at her house. [redacted] apologized and tried to schedule with her again. She said she would have to talk to her nephew ([redacted]) and call me back with a date.

·         12/30/2013 [redacted] called the office to schedule and [redacted] told her that she would have [redacted] call her back because he is in a meeting.

·         12/30/2013 [redacted] called [redacted] back to schedule repairs. She said that her nephew ([redacted]) was available on 1/6/2014. [redacted] told her that we need to do a water test before we do the interior repairs to make sure the roof was fixed correctly. He also schedule interior repair for the 6th of January @ 8:00 – 9:00 am.

·         1/6/2014 [redacted] got a call from our supervisor stating that the roof was still leaking.

·         1/6/2014 [redacted] called roofing company and told them that it was still leaking. They told him that they would have someone out that afternoon to take a look at the roof.

·         1/6/2014 [redacted] called [redacted] nephew ([redacted]) and told him that the roofer would be out there this afternoon to look at the roof.

·         1/6/2014 Roofer called [redacted] and told him they would be out on Wednesday (1/8/2014) to repair the roof

·         1/6/2014 [redacted] called [redacted] nephew ([redacted]) and told him the roofer would be out on Wednesday (1/8/2014). [redacted] said that he can’t be there but go ahead and fix the roof. [redacted] asked about schedule and [redacted] said he would call when he was available.

·         1/11/2014 [redacted] called Saturday night and scheduled for water test and interior repair for 1/14/2014.

·         1/14/2014 [redacted] got a call from our supervisor and said the roof was leaking again. He thought the water was coming in from the existing siding because of the age and condition. [redacted] Told the super to go ahead and reseal the side even though it wasn’t work that we had previously performed.

·         1/14/2014 Our supervisor called [redacted] back and said that fixing the siding helped but did not fix the problem.

·         1/14/2014 [redacted] called the roofing company and told them the roof was still leaking. They said they will be out there in a couple of hour to look at it.

·         1/14/2014 [redacted] called [redacted] and told him that he roofers would be out there in a couple of hours to look at the roof

·         1/14/2014 Roofers called [redacted] and told him that we need to replace the roofing on the cricket just to make sure that we get the roof leak. They schedule the repairs of Friday (1/17/2014).

·         1/14/2014 [redacted] called [redacted] and schedule for the roof repairs to be completed on the 1/17/2014.

·         1/19/2014 [redacted] called and left a message with [redacted] to call him back to schedule.

·         1/21/2014 [redacted] called [redacted] back from his message that he left on Sunday. [redacted] apologized for not calling him back soon because his was out of town for Presidents Day and that he did call him back on the next business day. [redacted] informed [redacted] that he did not have time to coordinate and schedule repair. He said that [redacted] will be calling to schedule repairs.

·         1/30/2014 [redacted] got 7 miss calls in 6 minutes from some kid while he was in an appointment.

·         1/30/2014 [redacted] called back this kid and he stated that he lives with [redacted] and started yelling that we have not done any work there. [redacted] informed him that he has been working with [redacted] for the last month. He started yelling again so he told him that he can’t talk to him without [redacted] approval because she is the owner of the house.

·         1/30/2014 [redacted] called and left a message with [redacted] to call him back to discuss this kid that called and to schedule in the repairs.

·         2/10/2014 Received a Revdex.com letter

·         2/17/2014 [redacted] called [redacted] and said that the roof is a lot better but that there is still a little drip.

·         2/17/2014 [redacted] called roofer and schedule for 2/19/2014 to look at the roof.

·         2/17/2014 [redacted] texted [redacted] and schedule the roofer for 2/19/2014

As stated previously, Stratton Restoration stands by our work and we are still addressing all of Mrs. [redacted]'s concerns to date.  We understand that this has been a lengthy process as finding the source of the problem was not easy and we had to send our roofers out several times for small repairs and water testing, along with the schedule and availability of Mrs. [redacted] and her nephew.

 

Please let me know if you need anything further.

 

Thank you,

 

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.

Regards,

[redacted]  The gave me and Revdex.com a bunch of B>S> I have checked with other Roof comp and the told me its a Lie the should have covered it/ free of charge/ 4 other roof comp. told me the same thing/