Stratton Restoration

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,

 

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,

DON'T USE STRATTON RESTORATION

Stratton Restoration referred by State Farm Ins has not started work on my fire damaged house for Six months. I happened by the house Thursday 29Sep16 to see them laying block without a permit or capping the existing floor as required by the County.

I hope this will help others in need of home restoration. DON'T USE STRATTON RESTORATION

Dear Revdex.com, to whom it may concern,

I have had the best experience with Stratton Restoration LLC than any other company. Especially my experience working with James Springsteed. I have had 5 or more restoration jobs done at my home and they have all been outstanding. Mr. Springsteed makes sure the job is done correctly and cleaned up. He personally sees to that standard of excellence.

Thank you for this opportunity to share my experience using Stratton Restoration LLC.

Sharon Hall

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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.

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.

 

DON'T USE STRATTON RESTORATION

Stratton Restoration referred by State Farm Ins has not started work on my fire damaged house for Six months. I happened by the house Thursday 29Sep16 to see them laying block without a permit or capping the existing floor as required by the County.

I hope this will help others in need of home restoration. DON'T USE STRATTON 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.

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/

To Whom It May Concern,

Our Project Manager went back out to Mr. [redacted]s house on September 25, 2014 to inspect the roof and new claim concerns that Mr. [redacted] had. Upon arriving Mr. [redacted] 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.  

 [redacted]

We take these types of complaints very seriously. We have been working with Mr. [redacted] since the complaint was filed, and have found him to be agreeable to work towards resolution with us. We have removed the storage container from his property, we will be compensating him for any missing or...

damaged items, and are currently in process of billing Mr. [redacted]'s insurance company directly for any and all fees required for the services we provided. Those fees will be approved by Mr. [redacted] before we accept payment. We are, and will continue to be transparent, open, and responsive with all of our customers and clients. Stratton Restoration believes in conducting business with only the highest degree of integrity. We look forward to a speedy resolution with Mr. [redacted]. Regards,
 
Stratton 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.
 

The price quoted to me for $1000 was not for Mitigation only, it was for Mitigation and Repair. This is the heart of the issue. I 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 payment. The are lying about invoices and collection. They sent me 1 bill at the beginning, which I disputed and then 1 final notice. Once 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 untruthful. They were rude and disrespectful to me.

 

In my opinion, the company typically deals with insurance companies and large scale projects. I had a very simple leak and cabinet that needed to be repaired. I called them because they did a similar project at my neighbors house. I understand large scale projects and ones that have more damage than what the initial eye can see can cost more than the estimate. That is not what happened in my case. I had a small wet spot....12x12 inches....no mold....and basically just needed to be cut out and then repaired. Having a 30-40% increase over the initial estimate is a lot to a homeowner and not fair to the customer. I 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 employee. It is not my fault that their employee gave me a verbal quote when they are not really suppose to. Again....this was a clear cut water damage. Nothing additional was ever found from the first time the company laid eyes on the project. I feel like because I did not record our conversation I am being taken advantage of. I just want to be given what I was quoted. I would not be fighting this hard if it was not a matter of what is right is right. They are wrong. And don't care what I have to say. Again, I have never had this happen with any other company or project in my lifetime.

 

Regards,

Review: When we had the severe hail storm in 2010, I started seeing shingles in my yard, so I contacted a friend, who checked, and yes my roof was loosing shingles. I filed a claim with my insurance company, and they suggested Stratton Restoration. They completed my roof in August of 2010.

Recently I let a young man from California, come stay in my home while he is waiting for a kidney transplant at the [redacted]. On November 24, 2013, after several days of rain, I was walking out of the house to go to church, and he came out of the spare bedroom, and wanted to show me that a large portion of the ceiling had caved in on him. Fortunately, for me he was not injured and was staying in that room, or I would not have known that it had happened, since I do not use that part of the house. I called the project manager for the roof repair, [redacted] at Stratton, and left a message. I then called the local office of my insurance company, and left a message. I then got on the internet and found an emergency number for Stratton Restoration, and was told someone would be out that day. When the gentlemen arrived at my home @ 10 hours later, they investigated the nature of the damage and wanted me to sign papers. I asked what they were for and was told that I needed to file a claim. I told them that this should be covered under the warranty of the roof. They went out to their vehicle and came back in and told me that there was not a warranty. I then told them I would talk to my insurance agent the following day. The following day I filed a claim with my insurance company, and I will would be pleased to give you the name of my company and the claim number. I was referred to [redacted] to do the repairs.

[redacted] from Stratton Renovations called me on November 26th, and told me that they would honor the warranty on my roof and that [redacted] from Stratton Builders would be the Project Manager. Subsequently, [redacted] came out and looked at the roof. His manner and attitude towards me at that time was unacceptable, but I overlooked this because he has a speech impediment, and I thought that it was just my perception. Workers came out and worked on my roof. They put patches on that did not match the shingles. As well in this visit, ( I was at work) they took the cover off of my evaporative cooler and bent the leg on it. I called the office and asked for [redacted]. I did not know that they had been up there, and complained that the workers had not been there, and was informed that the repairs were complete, and that someone would be out to fix the drywall in the bedroom. I then wanted them to check the repairs, as the area they repaired were not in the area that a contractor friend had said that the leak was in. I was then ignored for two weeks, with a flimsy piece of plastic covering the hole in my ceiling. This was during the cold spell that we had in the beginning of December. I called and complained that I wanted this repair completed, because my house was an iceberg to live in. I followed up with a call to my insurance company, and that evening a young lady from Stratton called and was very indignant with me for involving them, and when I told her that all I wanted was to have a warm home to come home to and sleep in, she put [redacted] on the phone who was very obnoxious because I called my insurance company. Finally someone came out to do the ceiling repairs and when the plastic was removed water poured in from the subsequent rain. So more repairs were done, and then another water test was done. At that time you could look up from the bedroom and see sky. So more "repairs were done." Then the repairman told my nephew who was coming on his days off to be here for the repairmen to be able to access the house, that the cause of the leak was the way that the addition had been done, but they would fix that to get this situation taken care of. So they put in another work order, and did that repair. Now if you go back to the beginning of my complaint, I did not have leaking before the roof was repaired, I was just loosing shingles. The addition is over 15 years old, and I have never had leaking until the roof was replaced by Stratton Restoration. Subsequently, some one came out and worked on the roof again. Two weeks ago, prior to the [redacted] holiday, my nephew left numerous messages for [redacted] to make arrangements for another water test and to have the ceiling repair completed. He finally called back last Thursday, spoke to my nephew and said that he had been out of town but would call me and make arrangements to get this repair completed. It is now a week later, I have not, nor has my nephew heard from [redacted], or anyone else from Stratton Restoration. Last Sunday, my nephew came down and performed a water test and there was still a leak.Desired Settlement: All I want is the roof repaired, and my ceiling repaired and the insulation replaced in my attic. I am not being unreasonable, I just think that someone who actually cares about the reputation of their company, would want this situation rectified, and sooner and not later. When you look up through the hole in the ceiling you can see metal flashing. I am not a contractor, nor a roofer, but this appears to be a serious situation, and I think they need to peel off those shingles, see if the wood on the roof needs to be replaced by all of the water that has been getting to it since the initial roof repair, and make sure there is not any mold up there. As I have been able to ascertain they are specialists in this area, or according to their websites and facebook pages. Or is their reputation not important to them. I love my home and want it to be a home again, but each and every day that I am ignored, the more upset I become.

Business

Response:

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

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,

After a horrible experience with a company recommended by a plummer, my insurance company ([redacted]) suggested Stratton Restoration. Brandon came over and was extremely professional and knowledgeable helping an overwhelming experience seem much more understandable. I know nothing about kitchen cabinets and replacing them from water damage was confusing. Brandon clearly explained the process from both his side and the insurance company role. He promptly responded to emails and was honest about services that were covered by insurance but not completely necessary. I would highly recommend Stratton Restoration!

[redacted] and his team from Stratton Restoration company performed an outstanding job fixing the water leak in our home. All team members were curteous, professional and competent. The job was perfomed very well and we have had no problems since. We recommend this team and company without any reservations.

Review: There are various issues with the service provided by Stratton so I have listed them for a clear picture of the situation.

*Many instances in a delay of days before responding to a questions with some questions left unanswered- for example... I spoke with [redacted] on 6/3 about the lost chair and asked for an appointment with [redacted]. and to sign the Completion Form and I haven't heard from him and it's 1:00 pm on 6/7

*They threw out the [redacted] laptop that I had asked three members of the project not to discard and [redacted] wrote a note down in reference. Although I have been told they will resolve it with a check, it is not resolved yet and the back and forth discussions about it have caused undue stress

*Some items were delivered still smelling of smoke or after I asked, required one more cleaning(13 boxes from the kitchen) at home and re-packaging if they were items I was not currently using-I had a splint on my wrist at the time and and a shoulder injury one month prior to fire and I was unable to finish their job. I asked them to pick them up and clean them prior to signing the form that I am satisfied-has been completed now

*On three occasions I asked about the firearms and accessories that needed to be cleaned. I was told on the first occasion that I needed to make an appointment and I mentioned the need to make that appointment on that and the other two occasions The were cleaned over two months later when I said I would not sign the Completion Form until handled. They sat open, in my bedroom all that time with the smoke/asbestos that caused them so much concern.

*The T.V. and T.V. stand had to be picked up and treated again because of the smoke smell. The fireplace that was part of unit was taken out when picked up and left for me to take to the Stratton offices.

* items were valued poorly and I found out later from my insurance adjustor that they don't normally value the items in his 10 yrs of working with them. I emailed and then met [redacted] about the numerous items that were missing from the list. I had sent an e-mail including the owner to the company and an explanation of my disappointment concerning items not included and the value of the items. When I arrived at the meeting with [redacted] was there and when she was out of the room he referenced how hard her life has been and her pregnancy, etc... Although I am impressed with the protectiveness and sense of family this represented, we were there to talk about what had not been done properly on my project and I felt it was it pointed out to me that I did something to hurt her standing in the company. Very unprofessional when your company is being paid 25,000 to be concerned about my current situation. I think both [redacted] and [redacted] are very nice people but the project wasn't handled well..period. I spent hours of my own time organizing the list to include which room the items came from (something there was a column for and should have been completed by Stratton for reference with such a large loss) so that I could identify them and once I did-there were many more items missing than there should have been. For example, my son's bed. A pretty large item to miss. The rails from my bed, my son's weight set, etc...all noted on the list I corrected for them.The list was sent to another company to value. I spent over 10 hours generating numerous descriptions to complete for them because the descriptions from Stratton were so poor. In fact, it held up the process when I had to obtain a copy of the pictures in order to complete the task because I couldn't figure out what the items were from the descriptions either-and they were my things.

* I have been asked by both [redacted] and [redacted] to sign the Satisfaction of Completion form-[redacted] a couple of times. I am not signing when I am not satisfied. Both of them gave the reason that they don't get paid until it's signed-not concern with my satisfaction but the payment.

* I have received my items, I am opening boxes and finding items that were not cleaned at all, leaving my hands smudged with smoke when I touch them. Ironically, my fire safe was one of the items. I straw hat that should have been non-salvaged, a softball mitt and a couple of small bags that also should have been non-salvaged. Shoes in four boxes not cleaned completely and the smoke stained tissue paper left in the boxes.. There were also a few small kitchen items covered in smoke when I opened a box and I regretfully threw them away thinking they were an exception.

* I had an inexpensive chair that was salvaged-I saw it in the drying room at Stratton when I had a meeting and mentioned it to [redacted]. She said they were able to save it. It was also in the pictures of salvaged items but was not delivered to my home. I spoke with [redacted] about it and it's "lost" so they will pay me for it. It was part of a set so I now have to spend time measuring and finding a chair that will work in it's place. Frustrating and poor customer service.

* I did see one bill from Stratton but it was not itemized sufficiently. I would like to see a better representation of what I was charged and I would like a reduction for the extra time I, frustration and stress that an already terribly stressful situation has caused me. I believe that I have had to spend more than a normal amount of time correcting errors made by Stratton. In a fire that size, I expect some and they are forgivable. The attention to detail appears to be of little concern for my project. I still believe great people work there but they did not show the compassion and commitment needed for a job such as this on my project which, to me,is my life and of great importance. I feel that others in my position would feel the same and have the same level of frustration so I felt it necessary to file a complaint.Desired Settlement: A reduction of cost of service based on amount of stress caused by poor customer service.

Business

Response:

RE: #[redacted]

To Whom it May Concern:

Undergoing any fire damages can be emotional, especially when personal contents and memorabilia are involved.

It is always our intention to be sensitive to the special needs including the immediate needs of any homeowners request during the restoration process.

This situation was apparent with Mrs. [redacted] , although many of her items could not be saved, special efforts were put into restoring and salvaging the items that could be saved. Unfortunately, due to the presence of asbestos careful precautions had to be taken throughout the process. There may have been some miscommunication on some items that she wanted to be saved. As hundreds of items were cleaned, saved and restored, a few of the items personally important her were disposed of.

We have met with Mrs. [redacted] on several occasions and after our final meeting, have come to a resolution on restoring her other items mentioned in the complaint such s dry cleaning suits, dresses etc as well as full replacement of some of the requested items.

As of our final meeting we are confident that Mrs. [redacted] was satisfied with the resolution.

Thank you,

2918 S. Alma School Road O: ###-###-####

Mesa AZ 85210 F: ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9574382, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

To Whom it May Concern,

I would like to clarify/add to the information provided in the letter by Stratton Restoration. Although there were items with emotional attachments that were lost, the letter indicates that other than miscommunications that "may" have occurred, they felt they had done their best to attend to my items. I do not to believe this to be true and in meeting with [redacted] Stratton he indicated that he agreed. Emails went unanswered, appointments to clean items were not made in a timely manner, a chair that I saw at the Stratton office was lost and an expensive item with a repair policy was discarded even though I communicated with more than one Stratton employee to retain this item. In addition, boxes of items were not cleaned and my items were valued incorrectly. The inventory information was collected poorly requiring hours of my time. Part of the resolution with Stratton included an agreement to reduce the cost of their service to rectify the various situations. I expect them to take the responsibility for and focus on the non-emotional issues associated with this complaint. Naturally a fire is an emotional event but the added stress caused due to lack of attention to the project and poor communication were unnecessary and the basis for my complaint.

Stratton Restoration really helped me with a huge project- the main incoming plumbing pipe broke resulting in the floors buckling due to water under my historic house in the crawl space. They completed water/mold remediation, and put everything back together- final result- the house looks fantastic.

Stratton Restoration did an extensive remodel of our home in March of 2014. We had just finished an experience with a contractor that was an absolute nightmare, and to be honest we were really waiting for Stratton to do something to make our lives miserable, which never happened! [redacted], our project manager, was as professional as can be. The crews were timely, trustworthy and respectful. We had a very tricky type of tile installed and they got it done!

Review: Stratton gave me a verbal quote after arriving to my home. This quote was verified by the employee by stepping outside to make a call to his manager. The employee told me that the total cost of the project- drying out the bottom of my cabinet and repairing it would cost about $900.....no more than $1000. I had no reason not to believe this quote and find it accurate as my neighbor had used this company, had similar work done at a similar price. In the end Stratton wants be to pay $1600 for the total project. Once I voiced a concern, they offered to refer me to a "side man" that would be able to perform the work within the original estimate because they would not be their profit margin if they performed the work themselves. I was not happy with the solution because I did not know the experience of the referred individual. Throughout our conversation [redacted] was very rude and disrespectful. [redacted], the General Manager allowed her to speak to me this way. [redacted] also said he was going to speak with his staff to see if they did in fact give me a verbal quote because they are not suppose to. When I voiced that I would highly doubt the staff would admit wrong doing, [redacted] repsonded with, why, it's not like they would be reprimanded. Made me even more mad that they want me to come out of pocket for a mistake their staff made. The mistake being giving me a verbal quote when they are not suppose to. In my opinion, this company lacks customer service and integrity with a cash pay customer. They only like and typically bill insurance companies.Desired Settlement: I would like for this company to complete the work, all of the work at the agreed amount of $1000.

Business

Response:

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.

Consumer

Response:

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.

A fire in our roof devastated our feeling of security and ruined many of our personal items as firefighters saved our home. We were thankful that Stratton was there within hours of the fire working together with our insurance for a quick resolution.

Their team took time to listen to our concerns during the restoration and we were able to trust them with keys to our home when we were unable to take time off of work to "supervise."

I am happy to say years later that we have gone back to this company many times as our trusted family contractor.