Xpert Disaster Restoration

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

e-mail copied and pasted by Revdex.com staff (**) as follows: [redacted],I wanted to let you know that I am having one of our other sub-contractors contact [redacted] and he will be setting up and appointment for sometime this week to meet with her to discuss fixing her issues.Thank youSuzanne B[redacted]Office ManagerXpert Restoration6909 Engle Rd Suite 3Middleburg Hts. OH 44130Phone: 800-233-6714Email: [redacted]

1/31/2018 e-mail response obtained as follows: Copied and pasted By Revdex.com staff)Attachments3:18 PM (20 minutes ago)to me regarding [redacted], that was her name at the time of our work for her, she has since married. We were contracted by [redacted] on behalf of...

[redacted] insurance to do repairs due to a water damage, at [redacted]. We were to replaced wood laminate flooring per the scope of work as approved by [redacted]. The flooring that [redacted] selected was a floating floor and not the glue down wood laminate that she had previously. The floor did not have a sub-floor, nor was it approved to put a sub-floor in the floor was not 100% level. We installed the flooring, trim, and quarter round, and other repairs as outlined by scope of work in August of 2017. Several months later [redacted] discovered that she had a slight air pocket or bounce in the flooring in once section. She believed this to be caused from the trim not being low enough to the flooring. The floor was inspected by several different people, [redacted] asked that we go out and try to resolve the issue with the flooring. The first inspection was basically just a fact finding and discovery of information. Our field technician that went out there was a water technician and not a repair technician and he took the information that she gave him, took photos and then said that Jason from our repair division would contact to her to see what can be done to correct the problem. Jason reviewed the information, had a conversation with [redacted] of [redacted] who was [redacted]'s point of contact with [redacted] and took initial complaint. When it was explained to [redacted] that there was not sub-floor and that the floor was not level as [redacted] originally stated it was. It was agreed that [redacted] would not pay for the sub-flooring to be put in since the coverage is to fix as was, but since [redacted] decided to go with a different type of flooring we could offer her to put in sub-flooring at her expense and make the corrections to the area that she needed. She did not feel that she should have to pay out of pocket for the repair and since the floor didn't have the bounce in it before it was up to us to fix it at our expense. We tried to explain to her that the reason that her flooring did not have the bounce in it was it was actually glued down to the floor and was not a floating floor that she selected. The conversation became heated between her, myself and out technician and [redacted] ended up hanging up on us and refused to discuss it further. We have been willing to fix the problem, but additional material is needed that was not part of the original scope of work and therefore was not paid for by the insurance company. [redacted] would have to pay for the sub-floor, we were willing to pay for the replacement flooring that would not have been salvageable but we would not absorb the cost of the sub-floor.As you can see from the photos prior to the putting in of of the floor, you can still see the reminiscence of the glue and where they scraped up the old flooringPlease let me know if you have any questions or need any additional information.Thank you Suzanne B[redacted]Office ManagerXpert Restoration6909 Engle Rd Suite 3Middleburg Hts. OH 44130Phone: 800-233-6714Email: [redacted]