The Contents Crew Reviews (%countItem)
The Contents Crew Rating
Address: 11021 Downs Rd STE F, Pineville, North Carolina, United States, 28134-6327
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01/24/2020
Page 1 0f 2
To: ARR Systems LLC
CC: *** S, Owner, Contents Crew Inc.
CC: Auto Owners Insurance Company
I, ***, am writing this letter in response to the invoice from Contents Crew Inc. The invoice sent to my attention is dated 11/05/2019 in the amount of $21,767.73 with no explanation of charges. I sent an email to this company to the attention of Sean M stating that this amount cannot be correct for the home at*** The home is 1000 square feet with one bedroom. There was not that many contents in the house. This company was recommended by another fire restoration company, Innovo Services Group, in which more detailed work was completed and was one third the price. Contents Crew Inc. never provided an estimate and I only found out the detailed explanation when the claim billed to Auto Owners Insurance was not paid and sent to me by my insurance adjuster on January 16, 2019. After reviewing the explanation of services on the invoice I knew why it was not sent to me, the services listed are totally false and do not even match the items or the amount of items in our one bedroom home.
I have been writing back and forth with Sean M and Lili, office manager at Contents Crew Inc, since October 11, 2019 through text, phone, and email messages and they never revealed the invoice amount to us from Contents Crew Inc. No estimate or explanation of services was given at all because I thought they were with the company, Innovo Services Group that referred them. When the invoice amount was revealed, I wrote to Sean M that my parents are 83 years of age and on a fixed income and will not be able to pay any our of pocket costs outside of our insurance. I explained that an estimate was not given by CCI and the charge is totally false.
Other (requires explanation) Have the owner of Contents Crew Inc. and my insurance adjuster to return to the property for a proper review and fair charge for the small services provided and the previous charge of $21,767.73 disregarded.
In response to Consumer Complain *** - ***, please note the following:
Ms. executed a work order agreement on July 23, 2019 in connection with the Auto Owner's Insurance claim *** (attached) to perform pack out, pack out inventory, transportation, storage, contents cleaning, non-restorable inventory, and pack in services.
Ms. also executed our Work Authorization Addendum directing the insurance company to make direct payment to The Contents Crew. Inc. (attached).
On July 26, 2019, our estimator, Sean M, sent a preliminary estimate to Robert T the adjuster for the above insurance claim (attached $18,247.73). Mr. T acknowledged receipt of the preliminary estimate but did not provide any contents coverage details to us at that time. Because our terms, which were agreed to by Ms., stipulate that The Contents Crew Inc. (CCI) can negotiate directly with the insurance company on her behalf, which is industry standard, we did not send the homeowner the preliminary estimate.
Restoration work that was to be performed was stopped so that asbestos testing could be done on the house due to its age. Test samples were taken on August 6, 2019 and we received the results on August 12, 2019. The results were negative, so we were able to start the pack out of the personal contents (August 13-14, 2019). Personal contents were taken to our warehouse facility where they were cleaned and stored until the time for them to be returned (September 30 through October 2, 2019), all in accordance with the work authorization signed by Ms..
The Contents Crew Inc. final invoiced Auto Owner's Insurance on November 5, 2019, which is industry standard. The adjuster acknowledged receipt of this invoice and estimate. However, not once did the adjuster reply back saying that the contents coverage was a maximum of $20,000 nor did they indicate that another contents/textile company was involved that would share in the insurance proceeds. The adjuster never disputed our estimate or invoice, and we assumed that he was preparing a check for final disbursement.
Additionally, our office manager mailed a copy of the invoice along with a letter stating that we invoiced the insurance company directly and that they may or may not receive the proceeds directly. If the homeowner did receive the proceeds directly, then they (the homeowner) needed to make payment immediately to the Contents Crew Inc.
On November 21, 2019, Ms. contacted our estimator, Sean M, by email stating she had received our letter and invoice. It was only then did she (and not the insurance adjuster) make it known to the Contents Crew Inc. that the maximum insurance coverage was only $20,000 and that she had already paid another company $11,000 for their textile work (assuming it was the same company as The Contents Crew). Mr. M responded to Ms. email on Friday, November 22, 2019.
The adjuster, Robert T never reached out to us to inform us that he paid the maximum claim to his insured ($20,000). We, to this date, do not know when payment was actually made to the homeowner.
Although the homeowner is rightfully responsible for all costs regardless of insurance coverage according to the signed work authorization contract, at this point, we are willing to reduce our contents invoice to $9,000, the remainder of the money the insurance company paid the homeowner for contents work ($20,000 maximum coverage less the $11,000 already paid to second textiles company). It is illegal to profit from an insurance claim. If the homeowner refuses to settle for the $9,000 then we will have no alternative but to file a small claims suit and inform the SC Banking and Insurance Commission that there may be a potential insurance fraud case.
(The consumer indicated he/she ACCEPTED the response from the business.)
The response to reduce the invoice is what I was asking for, not to keep the insurance payment. I still do not agree with the items and work listed on their invoice because it did not fully reflect the items and scope of work for a 1000 square foot home, newly remodeled, with not many items. I am asking that they subtract $194.99 for a cabinet from Wayfair that was broken by their workers. I sent Lili the Manager the pictures and I do have the receipt. I would like the new invoice amount of $8,805.01 sent by mail and a paid in full receipt upon payment. Thank you.
A revised invoice in the amount of $8805.01 was sent priority mail to Ms.on 03/17/2020. After payment is received back from her and has cleared our bank, we will issue a paid receipt to Ms.
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the reduced invoice. I still do not agree with the price for the scope of the work for a 1000 square foot house. Also it would be more professional to give the customer the estimate directly so that the decision to hire them would be transparent and not a shock and threat for the payment. That is no way to do business especially for a 83 year old couple that has just been through a fire on a fixed income. Now that we have incurred this adverse experience, I will hope that this won't happen to anyone else. Thank you Revdex.com and Veteran Affairs for helping my family through this experience.