The Best Guard, LLC

Jamie S [redacted] Feb (days ago)to me, Ron, Nick ***, My name is Ron M [redacted] I am one of the partners of Paul Davis Restoration (PDR) in Strongsville, OH.I am going to address allegations presented to the Revdex.com complaint [redacted] PDR Client information: [redacted] *** [redacted] *** Once notified of the Revdex.com complaint I have determined the following: Loss date PDR notified PDR contacted P/H - Type of loss: drain back-up Areas affected: main level bathroom, hallway, kitchen, dining room, back entry, living room, and Utility room Start mitigation 9-8- End mitigation 9-15- P/H requested PDR delay start date on repairs due to having a new HVAC system put in (she choose her own contractor)Her HVAC system install was completed roughly on 10-27-This delayed PDR to start any repairs for roughly days from date of loss P/H had another drain baon 12-9- P/H contacted [redacted] to clear drainTree roots were found to be blocking drain P/H contacted PDR and said there was a second drain babut it didn’t affect as large of area as the first back-up P/H determined mitigation was not necessary However, the P/H notified her insurance carrier of the second bato find if she would have to initiate a separate claim The second loss should raise a red flag to any IICRC certified mitigation specialist, PDR technicians are IICRC WTR certified To determine an area affected by moisture PDR uses several types of metersInstruments and other scientific resources to determine if an area is wet and has been dried properly Visual determination is not a scientific! All too often untrained policy holders make their own assessment only to call for help later PDR writes estimates using a universal geographic based estimation system approved by which most insurance companies carry Ms [redacted] noted moving and packing contentsThis is categorized under the heading of Content Manipulation which encompasses the job as a whole Occasionally P/H’s elect to move or pack items they feel require “special handling.” Per Ms [redacted] in her complaint there was furniture/contents moved to our company trailerLarge items as wellOur trailers are always used to move contents from the home even if there is more than one trip neededSome customers choose to have their contents stored at our warehouse and others prefer their items to stay in another area of the home to access them when needed Paint: PDR had a [redacted] representative inspect the painting SW rep said the paint was applied correctly [redacted] PDR installed the dryer duct work the P/H providedThis was not part of the scope of work and was trying to do a favor for the property owner Delay root cause: P/H requested PDR to start work after other contractor finished (roughly days) Drywall and paint took one day and flooring took roughly a weekFlooring was delayed trying to work with Ms [redacted] Older homes (1959) usually have alteration’s that have to be addressed and there was a section PDR re-order per her concerns and addressed Ms [redacted] expressed concern regarding a musty smelling cabinet We sent a IICRC WTR certified PDR Technician to her home on 12/22/@ 3:pm & again on 12/29/@ 2:pm to inspect her concernDuring inspection of the cabinet both times there was NEVER mold foundWe did spray with microbial as a precautionary measure We also would like to request to see the photos that Ms [redacted] has spoken about Per Ms [redacted] complaint she has also reached out to professional companies to complete the work to her satisfactionWe are requesting that she submits those estimates for reviewIn conclusion, I feel PDR has kept communication with Ms [redacted] during this entire process and have taken the time to listen, respond, and take measure to appease this customer both financially and performance wiseHer concerns were acted upon with urgency and given up most attentionAny work not completed to her satisfaction was discussed at the time of her concern and there was always a solution offeredRegards, Ron M [redacted] Jamie S [redacted] Office Administrator

We have already stated our position with Ms [redacted] We do not have anything else to say

I would like to take an opportunity to respond to this complaint. Paul Davis Restoration was hired to repair and restore this home after a fire. I am not sure if there is some confusion with the time frame scoped with this job. When meeting with all of our clients upon beginning of the job. Our time...

of work is started not at the date of incident but the day work is started. Due to this line of work there are a few parties involved to get the process started. We have to apply for permits, meet with adjusters and insurance companies, also scope out the work and get the estimates prepared. We originally stated that the job would possibly have a 8-9 week window. We do not rush through our work and we take pride in our work. After looking through the progress on this job I personally think that the job time went in a very satisfied manner. We also refuse to rush through our work to make sure that all parties are in satisfaction upon completion. Once the job is completed all homeowners sign a document called a "Certificate of Completion" Which was signed without hesitation by the homeowner.  I was in contact with the homeowner when any phone call or email was sent. I was notified once that during a visit to his home that a beer can was found in or near the home. It has always been my understanding that it was "Found" in the home but never was a contractor seen drinking on the job. The contractor that was hired to work at this home has been working for our company for over 14 years and we have never had any complaints with him. He also doesn't drink on the job nor off the clock. He was also asked by the homeowner if they could get his contact info to hire him for future repairs that they might be interested in.  As for the concern of the leak in the roof. Paul Davis did re-roof the home. The leak was assessed by our company and it was in fact coming from a exhaust vent that was leaking. This vent was not effected or part of the reconstruction of this fire and was the original vent in the home.  We did help the customer out and repaired the vent for free to make sure he was fully satisfied. The last email I had from  Charles was on 07/03/2015 @ 7:01 pm. I asked him how the repairs went in the home. He responded with "I believe everything is taken care of, Thank You." We have come to an agreement and we are requesting that this case be closed.

Jamie S[redacted]Feb 3 (5 days ago)to me, Ron, Nick [redacted], My name is Ron M[redacted]. I am one of the partners of Paul Davis Restoration (PDR) in Strongsville, OH.I am going to address allegations presented to the Revdex.com complaint [redacted].  PDR Client information:[redacted]...

[redacted] Once notified of the Revdex.com complaint I have determined the following:1.      Loss date 9.08.162.      PDR notified 9.08.163.      PDR contacted P/H -9.08.164.      Type of loss:  drain back-up5.      Areas affected: main level bathroom, hallway, kitchen, dining room, back entry, living room, and Utility room.6.      Start mitigation 9-8-167.      End mitigation     9-15-168.      P/H requested PDR delay start date on repairs due to having a new HVAC system put in (she choose her own contractor). Her HVAC system install was completed roughly on 10-27-16. This delayed PDR to start any repairs for roughly 45 days from date of loss.9.      P/H had another drain back-up on 12-9-16.  P/H contacted [redacted] to clear drain. Tree roots were found to be blocking drain.  P/H contacted PDR and said there was a second drain back-up but it didn’t affect as large of area as the first back-up.  P/H determined mitigation was not necessary.  However, the P/H notified her insurance carrier of the second back-up to find if she would have to initiate a separate claim.  The second loss should raise a red flag to any IICRC certified mitigation specialist, PDR technicians are IICRC WTR certified.  To determine an area affected by moisture PDR uses several types of meters. Instruments and other scientific resources to determine if an area is wet and has been dried properly.  Visual determination is not a scientific!  All too often untrained policy holders make their own assessment only to call for help later.10.   PDR writes estimates using a universal geographic based estimation system approved by which most insurance companies carry.11.   Ms. [redacted] noted moving and packing contents. This is categorized under the heading of Content Manipulation which encompasses the job as a whole.  Occasionally P/H’s elect to move or pack items they feel require “special handling.” Per Ms. [redacted] in her complaint there was furniture/contents moved to our company trailer. Large items as well. Our trailers are always used to move contents from the home even if there is more than one trip needed. Some customers choose to have their contents stored at our warehouse and others prefer their items to stay in another area of the home to access them when needed.12.   Paint:  PDR had a [redacted] representative inspect the painting.  SW rep said the paint was applied correctly.   [redacted].13.   PDR installed the dryer duct work the P/H provided. This was not part of the scope of work and was trying to do a favor for the property owner.14.   Delay root cause:  P/H requested PDR to start work after other contractor finished (roughly 45 days).  Drywall and paint took one day and flooring took roughly a week. Flooring was delayed trying to work with Ms. [redacted].   Older homes (1959) usually have alteration’s that have to be addressed and there was a section PDR re-order per her concerns and addressed.15.   Ms. [redacted] expressed concern regarding a musty smelling cabinet.  We sent a IICRC WTR certified PDR Technician to her home on 12/22/16 @ 3:00 pm & again on 12/29/2016 @ 2:30 pm to inspect her concern. During inspection of the cabinet both times there was NEVER mold found. We did spray with microbial as a precautionary measure.16.   We also would like to request to see the photos that Ms. [redacted] has spoken about.17.   Per Ms. [redacted] complaint she has also reached out to 2 professional companies to complete the work to her satisfaction. We are requesting that she submits those estimates for review. In conclusion, I feel PDR has kept communication with Ms. [redacted] during this entire process and have taken the time to listen, respond, and take measure to appease this customer both financially and performance wise. Her concerns were acted upon with urgency and given up most attention. Any work not completed to her satisfaction was discussed at the time of her concern and there was always a solution offered. Regards, Ron M[redacted]  Jamie S[redacted]Office Administrator

We have already stated our position with Ms. [redacted]. We do not have anything else to say.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have black mold in my home because PD took shortcuts during the water mitigation.  Their staff was overworked and missed it and now we are paying for it financially, physically and emotionally.