ComplaintsforPuroClean Property Restoration

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a fire in my house and puro Clean packed my household goods. They didn't do a very good job. They are inexperienced and incompetent. My boxes were not packed properly. My furniture was improperly handled and loaded. The furniture was not properly padded upon loading. They didn't use packing paper. They didn't pack my glasses and glass items properly. They didn't load the household goods on the truck properly. There was a mold treatment done that was not adequate. I have mold in my house upon returning to my house after restorations. I am suffering from headache, rashes, runny nose, itching, dry skin, and constant sneezing. I am miserable. My furniture is broken and scratched up and dents and gauges in numerous places. I need some help. I want money to reimburse me for my losses. I want to know when and how you can be of service to me.

  

  Business response

  03/28/2022

  Business Response /* (1000, 8, 2022/03/08) */ The claim in reference was for an Allstate claim for Mr. *****'s wife, Sheila ***** who has since passed away. We were initially called out by Allstate in early August 2021 because of a fire that had occurred in the kitchen. It was a small electrical fire that caused damage in the kitchen with smoke damage in the front section of the home. We packed and moved affected contents to our facility to be cleaned and stored, and cleaned the home structure over the next few weeks. In late September, we were contacted by Allstate to return and pack-out the remainder of the home at the request of the re-build contractor. When we returned on September 29th, the home had been sitting closed-up with no power available to run HVAC during the humid months of August and September, and microbial growth had formed on remaining contents and the structure of the home. Allstate had us clean all remaining contents and structure for mold remediation. All cleaning was done using appropriate HEPA Vacuuming, anti-microbial cleaner, and air scrubbers. Contents were then packed using bubble wrap, packing paper, and moving blankets to be transported to our facility and stored until they were returned to the home in late January 2022. At this time, all furniture was clear of any microbial growth. During this entire claim process, once Mrs. ***** passed and Mr. ***** became involved in the claim on a day-to-day basis, he was incredibly difficult to work with. This is documented not only with our company, but with Allstate and the re-build contractor as well. At one point during the pack-out process, Mr. ***** threatened one of our owners with a physical confrontation. From that point on, we have documented every phone conversation and all issues with Mr. *****, culminating with us having to have Huntsville Police protection on-site when we delivered contents back to Mr. *****. Regarding broken and damaged contents...During the August and September pack-out of contents, we have many pictures documenting the condition of the furniture as many items were broken, scratched, drawers/doors on furniture that would not close, etc. In addition, we have pictures to document how contents were packed with moving blankets, etc. We have asked on multiple occasions, for Mr. ***** to supply pictures to us showing damages. He has yet to do so. Given the condition, in general, of all contents when we first arrived in August, we would need specific proof that PuroClean caused any damages to property.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩