ComplaintsforQuality Restoration

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 8, 2022- July 11, 2022 The business sent me an invoice on July 22nd after having to contact the company 4 separate times via phone and email. Beginning on July 13th the first email was sent to ask for an itemized invoice. By phone, I was told that an invoice would be sent to insurance. I stated that I wanted to look over the invoice first. I was contacted on the 15th stating invoice would be sent within a couple of days. It was 6 days before i emailed again asking about the status. on July 22 an invoice was sent. It was sent with $436.58 worth of services or equipment that were not used. I emailed the company with my discrepancies. They fixed the misinformation at that point. During mitigation process, we were told that we would get a 1 hr notice before arrival of company. On 3 occasions employees showed up unannounced. Services were promised to remove all water from our basement, basement dry out, mold removal, and waste removal, as well as reconstruction services. Drywall was cut 2 feet up in most areas, most of the carpet was removed, the carpet left on the stairs after being told it would be, and there was a large section of carpet that was bagged and left in the basement. The basement had a subflooring that we were told would be checked for mold and removed if there was mold present. A small section of flooring was cut out and tested. That individual piece did not have mold on it, so we were told that that basement was dry and there was no mold. Drywall pieces were left along the walls along the subfloor. When those pieces were pulled up by the homeowner there was mold along the subflooring. They came unannounced to pick up their fans, we were not contacted again by the company as it related to the finishing of the mitigation or the restoration process. Company called again to discuss displeasure with services. He stated he would get back to me. Has yet to do so. Subflooring was removed by a separate company. water and mold found under floor.

  

  Business response

  10/27/2022

  
            Customers Statement of the Problem:
  July 8, 2022- July 11, 2022 The business sent me an invoice on July 22nd after having to contact the company 4 separate times via phone and email. Beginning on July 13th the first email was sent to ask for an itemized invoice. By phone,I was told that an invoice would be sent to insurance. I stated that I wanted to look over the invoice first.

  
  

  Response:
  It is common practice in the restoration business to send the invoice to the insurance company for payment.  ********************* will send a copy of the invoice and / or estimate to our mutual customer.  I believe the request was forgotten or overlooked in error in trying to keep up with the workload at that time.  I am sorry.

   

  
  I was contacted on the 15th stating invoice would be sent within a couple of days. It was 6 days before i emailed again asking about the status. on July 22 an invoice was sent. It was sent with $436.58 worth of services or equipment that were not used. I emailed the company with my discrepancies. They fixed the misinformation at that point.
  

   

  Response:
  We apologize for the delay in getting you a copy of the invoice and / or estimate.  We had a lot of claims received all at the same time which spread our workforce thinner than we like.  We were trying to keep up with the paperwork for the estimates and it added to the time it took to get the items sent out.  ************* companies need the information to keep the claim going in their system and we need to make sure that the insurance company does not have objections to our estimates.
  We take the information from the technicians that were on the job to create the estimate.  We take dimensions of the affected areas and we take photos to document what we saw and did.  We also take moisture readings to confirm that the areas is dry and does not contain enough moisture to promote mold growth.  (16% or less)
  The items that you brought to our attention were removed and a revised invoice was created.  You pointed out $436.58 that was charged incorrectly.  I believe the first invoice was for $3820.83.  The revised invoice was for $2997.21.  we removed the incorrectly charged items and also reduced the bill an additional $387.04 as a way to say Im sorry.
  

   

   

   

  During mitigation process, we were told that we would get a 1 hr notice before arrival of company. On 3 occasions employees showed up unannounced.

   

  Response:
  We had several customers in your area and it made it difficult to give a precise time as to when we would be arriving.  There were attempts made to make contact you but we did not always succeed.

   

   

  
  Services were promised to remove all water from our basement, basement dry out, mold removal, and waste removal, as well as reconstruction services. Drywall was cut 2 feet up in most areas, most of the carpet was removed, the carpet left on the stairs after being told it would be, and there was a large section of carpet that was bagged and left in the basement. The basement had a subflooring that we were told would be checked for mold and removed if there was mold present. A small section of flooring was cut out and tested. That individual piece did not have mold on it, so we were told that that basement was dry and there was no mold. Drywall pieces were left along the walls along the subfloor. When those pieces were pulled up by the homeowner there was mold along the subflooring. They came unannounced to pick up their fans, we were not contacted again by the company as it related to the finishing of the mitigation or the restoration process. Company called again to discuss displeasure with services. He stated he would get back to me. Has yet to do so.Subflooring was removed by a separate company. water and mold found under floor.
  
  

   

  Response:
  Our company provided mitigation services to complete the dry out portion of the process.  We were informed that a friend was going to be doing the repairs and we did not pursue that work.  As the dry down proceeded we cut a portion of the subfloor out to check for additional moisture and mold.  We did not find any.  We did not see any mold on the piece of the subfloor that we removed.  We were asked to not remove any other subflooring.  All of the moisture readings were in a normal range when drydown equipment was removed.  I do not know what drywall pieces were left along the walls.  The drywall and carpet that we removed was disposed of.  I am not aware of any that we left behind. 
  I believe that you called and talked to ****** when your friends started working on the repairs.  They had removed additional subflooring and you sent a picture of wet concrete to him. This was around the 15th of September (about 2 months after we had removed equipment). I discussed this with ****** and he said he offered to return and remove the subflooring and do additional drying at no charge but was told not to return and that you were taking care of it. 
  ****** said that around the 15th of October you contacted him again and expressed your wish for a refund.  ********************* has issued a check to you for the work that we did.  You have not made any payments to date. 
  It is difficult to know if the basement had another water loss in the time period after we removed equipment and when we were contacted in September.  Also we do not know if the foundation is allowing water or moisture into the basement from another area that was not visible to us.  All areas accessible to us were dry when we removed the equipment or we would have continued drying.
  It is also hard to know what has happened during the time frame that passed from when we finished the mitigation and now and after someone else has modified the basement starting repairs
  I am sorry that you are not happy with the work that we provided but feel that we tried to provide some relief in the form of an additional discount when we revised our original invoice and when we offered to return in September but were refused. 
  I am sorry for the discontent and miscommunication associated with this job but would like to say thank you for bringing this to my attention.  This job was handled through a newer office in New ***** and we can use this information as a learning experience for our team members.  We want to provide the best service that we can.
  We want all of our customers to be happy with our company.  If there is a specific remedy in addition to what we have already done please let me know what it is.  I promise to review it and do what I can. 
  

  Customer response

  10/28/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The organization is misrepresenting the facts as it relates to this complaint but I would like for this complaint to be logged so others are able to be hesitant before hiring this company to do any mitigation work. Many of the responses that they made based on my claims were false. All photos of mold were time stamped with in one week of them providing work. 

  
  

  Thank you.

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