Valley Cleaning & Restoration, Inc.

Initial Business Response /* (1000, 6, 2016/07/15) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@vcrcorp.com
Response to Consumer's Original Complaint
The following is in response to Complaint No XXXXXXXX between Mr*** *** and Valley Cleaning
and RestorationOn approximately March 23rd, 2016, Mr*** had a water damage at his home at XXXX Xth *** in *** CAValley Cleaning and Restoration was called out to clean up the water and work to prevent any further damage by removing the affected building materialsThis process was completed under the direction and approvals of Mr***'s insurance company and their representatives to make sure the building was dry and ready to be restored to as close to its pre-loss condition as possible
After the insurance approved the estimates for repairing the home, Mr*** and VCR entered into a contract on April 26th, to proceed with repairsThis contract included costs for replacement flooring, countertops, shower, drywall and paint that were all affected in the Master bathroom and master bedroom areas of the homeWithin this estimate were the included allowances for replacement materials for Mrand Mrs*** to chooseVCR provided multiple samples for tile and carpet, all within budget and a selection was made by Mrs***
When the project was nearly finished, on a routine jobwalk, it was noted that there were some tile issues by both Mr*** and myself, and I assured him that we would take care of them right awayIn order to correct these issues, we need to remove and replace some tile countertop edging, as well as most of the tile within the showerI apologized about the issues, and worked to correct them right awayWe ordered the replacement tile right away and scheduled with them to make corrections
At the same jobwalk, it was noted that the carpet that was installed was not to the standard that Mr*** wanted, although this was the same material selected from a sample provided to Mrs***Because the tile was installed incorrectly, and on good faith that it would take care of the issue, the handshake agreement between Mr*** and myself was that a $credit for the carpet would be issued toward the project so he could replace the carpet himself on his schedule, rather than VCR handling it in-house
The issues above, along with a few minor touch up issues were all taken care of and a Certificate of Satisfaction showing that all work was completed to their satisfaction was signed on June 22nd, The initial invoice for completed work was paid in full by Mr*** in two payments, one on June 2nd, and the second on June 27th, It was our understanding that between the signed Satisfaction Form along with the payments that all terms of the agreement were satisfied
After reviewing the file to close out the project, it was noted that three change orders were not included in the initial invoicing and that an accounting error was made on our partWe contacted Mr*** to let him know about the error, that it was a very small amount, and that we would be sending out the additional information to himHe was upset about the error, but no further complaints were madeThe change orders for work other than the carpet were paid in full on July 8th, 2016, but only after a complaint was filed with the Revdex.com
I have been in contact with Mr*** regarding the issue with the flooring and the formal complaint, and on the afternoon of X-another verbal agreement was made that if the final change order was forgiven, that Mr*** would not proceed with the complaint and call to make sure it was not listed against VCRIt is currently late in the afternoon on 7-15-16, and I have followed up with the Revdex.com and confirmed that the status of the complaint has not changed, and left a message with Mr***, but only heard back from him after the close of business for the Revdex.com
VCR has been willing, throughout the process, to assist Mrand Mrs*** by providing copies of the invoice for the carpet that was installed to ensure it was not the "Cheapest available" and within guidelines of the budget provided, but this was determined not necessary by them when proposed
It is our position that we are willing to forgive the final change order amount if the complaint with the Revdex.com is considered resolved and is not listed against us
Initial Consumer Rebuttal /* (3000, 8, 2016/07/18) */
I have spoke with *** from VCR and agreed to with draw this comlaintWe settled on the amount of $for the hall carpet not to be paidI still don,t beleive I owe for any carpet , but to make this go away I have decided to just settle for not paying for the hall carpet of $
Thank You,
*** ***
Final Consumer Response /* (2000, 13, 2016/08/08) */
VCR has completed all the work needed to be correctedThey also have re invoiced the carpet to lower the price as agreed
Thank You,
*** ***

Initial Business Response /* (1000, 6, 2015/12/02) */
REF: *** ***, Complaint #XXXXXXXX
On November 19, I called Mr*** *** at (XXX) XXX-XXXX and left a voice message at 9:amWhen Mr*** returned my call at approximately 4:pm the same day, the first statement
Mr*** made was I didn't return His callI said I'm sorry I did call you and left a voice message on his recorder at 9:am which time Mr*** said I was a liar because his voice messages where full
Mr*** would not allow me to talk during this telephone conversation, Mr*** was rude, demeaning and having to prove his dominance over me by telling me he was going to have a one side conversation and I was not allowed to talkAt no time did I ever call Mr*** a liar as he claims in his letterAt the end of his conversation Mr*** announced he wasn't going to pay any invoice when he received it at which time I told Mr*** I would have no choice in the matter except to place a mechanical lien on the residenceMr*** state he did not want to work anything out
During the conversation Mr*** said he recorded the conversations with all of VCR's employee'sIf what Mr*** said is true what is the pertinent information from these conversations hold and most law abiding citizens know it is illegal to record conversations with out the other party's knowledge
On July 31, Mr*** *** the Construction Manager from VCR spoke to Mr*** reference wanting to utilize VCR to remediate the water damage and replace damage cabinets from a dish washer leak in the kitchenIt wasn't until August 31, that Mr*** received a call from Mr*** after trying to work out coverages with the insurance companies and refusals of coverages due to long term water issues had come to an agreement with his insurance company to pay for repairs
VCR allowed Mr*** to provide and install his own upgraded countertops and dish washer, most General Contractors will not allow Home owners to provide their own work on top of their work
VCR has documented dates concerning phone calls with Mr*** in which he was vulgar, rude and demeaning to VCR office staff and field staff on numerous dates
Mr*** has filed a complaint with the Revdex.com regarding service issues with the work Valley Cleaning and Restoration has completed at his home at Colorado Court in Tulare, CAThe original complaint as it is written is difficult to understand exactly what the root of the complaint isIt includes incomplete sentences and what looks to be a partial copy of a letter he faxed to our office on November 20th,
Mr*** has been at times difficult to work with by not allowing our workers access into the home, even though we had previously setup an appointment to begin work, (We were turned away only after we arrived onsite, not notified in advance), rude to our office staff by calling and swearing at them, disruptive to our workers while they have been working in his home, and now filing a complaint with the Revdex.com which we feel is unfounded
We have included a timeline that I have put together that details the events from our perspective, along with statements from our staff that details the nature of how Mr*** conducts himself (Which were completed and time stamped the date of the phone call)While we are not responsible for the cause of the damage to his home, we have gone beyond our agreed upon scope of work, at no additional cost to Mr***, to restore his home to better than it was before the water damage took place in several areas, prior to the submission of this complaintAlso available are accounts from other staff, as well as approximately photos taken throughout the process, phone records, and time card records of dates work was completed
In response to the Consumer's Desired Resolution;
Mr*** has contradicted himself in his complaint statements with the Revdex.com, which has been reflective of our dealings with him throughout this processHis desired resolution is the "completion of his kitchen in a timely, professional, quality manner", but in his Original complaint in the filing, he states that he has not returned my call from November 18th, because that call was supposed to come on November 16thWe did not schedule a time to place this call, only that we would be in touch as soon as the necessary materials arrivedMr*** has repeatedly not returned phone calls to schedule work, been rude to office staff as well as work staff onsite, and not been clear in his intentions or requestsWe have gone above and beyond our contracted scope of work on multiple occasions to make the process as easy as possible with items such as a temporary installation of the kitchen sink, repairs to the upper cabinet, and accommodating his request when our crews were sent away when we had an appointment to work on the house
As of today, there remains only one item that needs to be corrected, which is a repair to the lining of the bottom of the cabinet below the kitchen sinkThis is the same item that I was trying to schedule in my phone call on 11-18-2015, which Mr*** still has not responded toAll other contracted work has been completed to the same condition it was in prior to beginning work or betterThis is another item that we were looking to correct, even though we do not believe we are responsibleWhen the plumbing work was completed on 10-28-15, we have photos that document the condition of the cabinet when we were working on it, without the scratchWhen we returned on 11-3-15, there were several items that were placed under the sink by the homeowner that could have caused the damage, also documented with photosWe do not feel responsible for completing the repairs when the cause of the damage is unclear, but we are willing to provide evidence that we were not the cause
The payment terms stated in the agreement between VCR and Mr*** state that there is to be a single invoice delivered at the completion of all contracted work, due upon receipt unless it is to be paid by the insurance, not the days Mr*** referenced in his complaintVCR will be invoicing Mr*** for the work as it was completed, with appropriate credits for work he completed himselfIf Mr*** does not respond appropriately, we will exercise our right to file a mechanic's lien on the property to ensure we are paid for the work we completed
The following is in response to Revdex.com Complaint Case No XXXXXXXX between *** *** and Valley Cleaning and Restoration Inc
Sometime during the summer of Mr*** had a water damage at his residence at *** *** Court in Tulare, CAAccording to him, the source was the dishwasher that was recently repaired by a representative from Sears, causing the leak and resulting damages to the surrounding cabinets and wallWhen inspecting the site for the first time on July 27th 2015, I noted that there was standing water in the kitchen and suggested that we move forward with work right away as there was a potential for further damage if we did not do soMr*** denied moving forward until all work was approved and he was assured that the payment had been received from SearsA second inspection was performed on August 20th because verbal approvals were granted from the insurance carrier, but no payment had been receivedIt was not until 9-3-that an agreement was signed to begin repairs between VCR and Mr***Work began by removing the damaged cabinets and other materials on 9-9-
It was understood that there was going to be a delay in getting the new lower cabinets ordered and in place because we were going to match the upper cabinets that were to remain in place because they were undamagedIn order to help keep the kitchen usable while the cabinets were on order, we temporarily re-installed the kitchen sink to allow the homeowner use of the kitchen at no charge to the homeowner or the insuranceThis was done even though the insurance had placed them into temporary housing during the repairsThe replacement lower cabinets were delivered and installed at the agreed upon date (10-12-15), which allowed Mr*** to move forward with having upgraded countertops installed by a company he selected outside of our scope of workOnce we were notified that the countertops were installed and it was ready, we were back onsite on 10-28-to complete the plumbing installationAfter this visit is when the relationship between VCR and Mr*** significantly soured
Mr***'s son, *** notified our technician's onsite, as well as myself that a dishwasher had been ordered and was scheduled to be installed later the same day (XX-XX-XX)Because of this, the sink was not fully operational when we leftMr*** called our office later that day irate that a water leak had happened, using profanity and demanding that we return immediately to take care of the situationWe had our lead water damage technician, *** *** review any potential damage later that afternoonHe found that because the dishwasher had not been installed yet, water had leaked into the cabinet from the garbage disposal, but it did not do any visible damage, and it was in fact dry based on water damage guidelinesHe also notified them that the disposal side of the sink should not be used until the dishwasher was installed because the drain was not in placeIt was still our understanding at this time that the dishwasher was to be installed by another company shortly
On XX-X-XX at 6:PM I received a phone call from Mr*** and he was very upset that water was still leaking from the sink and we needed to take care of the situation right awayI let him know that I would be onsite myself the next morning at AMWhen onsite, I noted that the dishwasher had still not been installed, which was still allowing a small amount of water to drip from where the drain was to be connectedI let both Mr*** and his son know that until the dishwasher was installed, which we were told was to be done the week before by another company, this was going to be an ongoing issueThis escalated into an argument between myself and Mr*** when he called into question our work practicesAt no point did I "Throw a foot stomping tantrum in regards to the Reverse Osmosis System" as Mr*** stated in his complaintI do treat people as I am being treated, so when he began to raise his voice, I matched his tone to dispute the claims he was makingOnce the situation calmed down, it was discussed that the dishwasher had not been ordered, so I would plug the drain to prevent the leak until it was installedI then temporarily plugged the leak, and marked the disposal side of the sink with an X made of masking tape to prevent its useMr*** said that they were going to order the dishwasher and we followed up the following morning, letting me know it was to be installed on Friday 11-6-
The final time we were onsite performing any work was 11-9-15, when a "Punch List" of items was to be done as discussed at the meeting on 11-3-We continued to complete work beyond our scope of work at no charge to the homeowner such as repairs to an upper cabinet that was not damaged as part of our workAll items discussed were completed except one because we needed to order materials to match the base lining of the cabinetI notified Mr*** that we were ordering the material and would let him know when it arrivedThe initial materials we ordered did not match when they arrived on 11-13-15, and I immediately notified him of the differenceWe re-ordered the correct material and let Mr*** know we would schedule the final item as soon as it arrivedMy final phone call to him was on 11-18-at 9:AM where I left a voicemail asking for a return call to schedule the final itemThe next phone calls from Mr*** were to our office looking to speak to the business ownerAt no point did we have a schedule time for a phone call setup for Monday November 16th
Mr*** once again is dictating and making it difficult for VCR to make contact by refusing to answer the phone for as to allow VCR the opportunity to repair the scratch on the bottom shelf under the sinkMr*** needs to read his contact and clearly understand contact lawHe has already put into print and signed a letter stating he intends to breach the contact and its payment requirementsMr*** when signing his contact agreed to pay for all collection cost, arbitration costs, attorney's fees that are associated with the collections of the contract
Now Mr*** "Demands" we only contact him by U S MailAs the owner of VCR, My staff have tolerated more than enough mental abuse, profanity, degrading comments and his male dominance over everyoneWe have invoiced Mr*** which has stared the clockI truly sorry he won't let VCR repair the scratch on the bottom shelf under the sink, after all we have done for Mr*** at No Charge and the abuse VCR is done
Initial Consumer Rebuttal /* (3000, 8, 2015/12/11) */
After reading the business's response there are no resolutions still just like there were no resolutions after I called the owner of VCR it's just their response is nothing but a time line of falsities and manipulations of the truth and personal attacks and insultsBecause I received a knowingly and fraudulent bill of "repairs" I will be notifying the Federal Trade commissionThe reason that I have only asked for contact via mail is because I want everything to be fully and well documentedThey certainly cannot expect to be paid for work that was not doneI have sent a letter stating that I am going through the estimate and they will be paid for the work that was completed but VCR cannot expect to be financially compensated for work that they did not do or did not complete
Final Business Response /* (1000, 12, 2015/12/23) */
REF: *** ***, Complaint #XXXXXXXX
We have read Mr***'s response dated December 11, to the Revdex.comWe are sorry Mr*** cannot come to an agreementVCR has over photos documenting the condition of the residence thru completed restoration of all service sprovidedVCR is also in possession of detailed notes date time stamped of conversations and work completedAt no time has VCR asked to be paid for work not completed as Mr*** claims
As per Mr*** claim of "fraudulent repairs" there is No evidence provided by Mr*** to support his unfounded allegationsFraudulent claim of repairs would be if VCR charged for a service we didn't provide and No such evidence has been provided by Mr***VCR has never asked Mr*** to pay for any services that were not performedI believe Mr*** never wanted to resolve anything, he has never provided any evidence to his vague and unsubstantiated claim
VCR has been paid no funds to this point by Mr***As per Mr*** contract that he signed states that all funds were due immediately upon receipt of invoiceMr*** agreed to pay all collection cost, collection agency commissions, attorney fees, court and or arbitration costs incurred by VCR to collect past due balances
If VCR is not paid in full within five days from the date of this letter, VCR will have no choice in this matter but to file a mechanic's lien against the property and then procced with collections
Sincerely,
*** ***
CFO
Valley Cleaning & Restoration, Inc

Initial Business Response /* (1000, 7, 2014/08/25) */
Initial Consumer Rebuttal /* (2000, 9, 2014/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response for the reason that VCR accepted my offer of $payment to settle, with
Revdex.com's note that I can reopen the case anytime, if the agreement falters
I just want to clarify a few things in response to the letter
Truly there are pieces of equipment left at the house, I called one a vacuum for the reason I don't know how they are called or what their functions were
I stand corrected that Mr*** *** is a manager and not the owner
After a month and half of no activity Mr*** *** showed up at my house, explained to me what happened (that *** and *** are doing side contracts outside of VCRHe also said, that VCR is suing themI did not make up that story)That was also when he picked up the equipmentsHe made measurements and asked me for my phone number and e-mail addressThere was no Work Authorization Agreement, brought by *** contrary to the response.I know because I was home that time
This is the first time I see this Emergency Services Agreement, signed by my stepson, JRI gave no authority to anyone to sign for meI asked JR what happenedHe said *** showed up again and had him sign a paper with the a promise they'll do the workI told JR, he's not allowed to sign for meJR, has no idea what he signed
What I didn't understand, is why *** went to my house without calling meI gave him my phone number and e-mail addressIf he had good intentions he should also have left a copy of the agreement for me to review, he did not
Contrary to the response, I don't have a copy of the signed Emergency Services ContractAs I mentioned above, no copy was left at the house, after it was signed
I am not avoiding paymentI want to pay the amount of repair that I was quoted from the startI am the victim hereI am the one who got all the inconveniencesFor like months now, we still cannot use the room that was left in a
messAfter all these is settled, I still have to find another "good" contractor to finish the job

Top Notch Company!!! I have used Valley Cleaning and Restoration every year for about 5 years to clean my carpets. The scheduling is the easiest ever, the technicians are clean, professional, polite and prompt. The pricing is great. the work they do is EXCELLENT! They treat me like family and I love it! I trust them so much that I just leave my door unlocked and they clean my carpets without my having to miss any work. They are so clean and neat that had my carpets not looked beautiful when they are done I wouldn't even know they were even there. I will always use and recommend Valley Cleaning and Restoration! You guys rock! - [redacted]