Business ProfileforBelfor Property Restoration

Was referred to Belfor as an insurance preferred provider. As this company is the 3rd party that writes the property damage for the ins. co. The first estimator quit company, now on second estimator, now has been month since date of loss to get estimate. Now that I received estimate the estimate was incomplete, as all visible items were not written or included. The Belfor project mgr called asking to get logistics of job, and no contract had even been signed. Belfor was then questioned about missing items on estimate, which they acknowledged were not on estimate, and they stated yes should have been, but now will have to be a supplement.Belfor would not correct their mistake. This leaving the estimate very short items, and labor. After asking them to correct this, the project mgr, and estimator stated we were not happy, and they would not take job and abruptly hung up on policy holder. Very poor customer service.Please note there was also no scope of work ever provided either, to show what work was to be performed.

************************, your account of what transpired has some misrepresented statements and has left out several pertinent details. Communications and details were documented in our files, by the insurance company, and by the 3rd party claim management system. Just to name a few include: -your and your sons refusal to accept the insurance/restoration protocol,-your son attempting to misrepresenting facts, cursing and yelling at our team members;-our team members trying to work with you and your son and being professional despite your sons conduct.First you are correct in that the first Estimator abruptly resigned two weeks after Belfor received your claim. He left on October 12th so we quickly assigned another Estimator that same day. The delayed estimate was due to waiting on a masonry bid from a subcontractor so it could be included in the Initial Estimate; which was submitted on October 22nd. You are also correct that a few items were missed in the Initial Estimate. Our Estimator acknowledged this and the Insurance Adjuster approved the Initial Estimate with the expectation that we will be submitting a Supplement Estimate to include those items. This is so the project could move forward and an initial insurance check was cut to you. Later a Supplement Estimate is submitted for missed items and for any discovered items so that the insurance company can issue another payment to cover those additional items. The Contract would have been for the Initial Estimate amount and the Supplement later as an Addendum. Furthermore, the Estimate showing what work is to be done is used as the scope of work.This is the protocol in both restoration and insurance industries. The Insurance Adjuster and our Estimator have tried explaining this to you; however, you refused to accept and at one point threatened to rip up the first insurance check. The Contract/Scheduling step was not reached since your refusal to accept the estimating process prevent us from moving forward.We called to try to move the process along and your son answered. We attempting again to explain the procedure only to be told by your son that he is the customer and the customer is always right. The call also included your son yelling at our Project Manager and Estimator after being caught in the lies he was stating to our Project Manager against our Estimator. We determined it would be best to decline the offer of our services due to these conflicts. Only after waiting twice for your sons very lengthy paused silence that they conveyed a polite closing to which your son replied Ok. Bye.. This was also witness by a third person. At no point did they abruptly hang up as you described.Belfor is committed to helping customers restore their property. Our team members are professional and are happy to work with willing customers to reach that common goal.