ComplaintsforSafeHouse Solutions, LLC

• Initial Complaint

  03/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am asking for your help in resolving issues I am experiencing with Safehouse Solutions, LLC. On February 16, February 17, and again the morning of March 4, I requested a statement of work performed. I was given a deadline for payment of March 4 but as of today, March 6, have not seen a statement of work performed. The amount the company has asked me to pay is about the amount of a cost estimate that includes work they did not perform, as well costs for the use of air drying equipment which seems inappropriate as the roof continued to actively leak after the use of the air drying equipment. Additionally, the company caused water damage to my kitchen floor. The floor did not have prior damage.

  Business response

  03/11/2022

  SAFEHOUSE OFFICIAL RESPONSETO:
  * ****, ******** ** March 10, 2022
  
  CLIENT: I requested a statement of work performed.
  1.) RESPONSE: Please see the attached agreement signed Feb 8th for interior services.
  2.) SHE WAS GIVEN ONE INITIALLY AFTER THE FIRST ASSESSMENT AND HER INSURANCE COMPANY AT HER REQUEST, PROVIDED WHEN WE PULLED OUR EQUIPMENT.
  It includes a summary of findings, photo documentation SHOWING of the affected areas AND included the following (STATEMENT OF WORK.)
  AIR FILTRATION DEVICE… CONTAINMENT…
  HEPA VACUUM VFG…
  EXPLORATORY (INCLUDES REMOVING THE FLOOR) BIO CLEAN…
  MICROMIST (One Part Plant Based Antimicrobial which client was provided PTDS and approved use of prior to work start. It was only applied in contained area.
  FINAL HEPA VAC AND CLEANING… PRE AND POST REM EVALUATION…
  NOTE: These are generic terms.
  
  Furthermore, you will also find a letter FROM the insured reiterating the scope of work
  (SEE ATTACHMENTS)
  
  CLIENT: Additionally, the company caused water damage to my kitchen floor. The floor did not have prior damage.

  3.) RESPONSE: UNEQUIVOCALLY NOT TRUE.
  a.) The pictures in her initial report (SEE FIRST ATTACHENT) ALSO shows themoisture contentreadings and damage from water affecting the floor.
  b.) The scope of work above includes removing the floor as does both the letterwritten by the HOMEOWNER- SEE ATTACHED FLOOR REMOVAL LETTER.)
  c.) LETTER BELOW WAS SENT TO BOTH HER AND HER INSURANCE ADJUSTER
  which also clearly statedwe needed to remove the floor.
  
  From:                      ***** *******
  To:                         ***************************
  Cc:                         ******* ********** ********
  Subject:                CLAIM# PR- **************
  Date:                     Thursday, February10, 2022 1:51:00PM
  Attachments: * **** Insurance Service Agreement 2 2 2022 (1).pdfimage001.png
  
  
  Insurance Company Name: ***** ****Policy#: **********
  Claim #: PR-**************
  Adjuster: ****** ****** ***** **** ********
  Adjuster email: ***************************
  
  Hi ******;
  Please see the attached report and agreement for services between ******* **** and SafeHouse Enviro MDCL.         

  Currently we have set containment, engineering controls and removedand scrubbed as indicated and appropriate. To proceed based on our findings (see attached photo’s) we are seeking permission to also remove the floor which fortunately does not appear to have cabinetssitting on them. Project is on hold pending approval.
  
  Once granted we will proceed with a target of getting your insured safely placed in her home by the end of next week. Since my understanding is she had medical reasons for being temporarily relocated (per Dr.’s concerns)I’m certain you’ll agree your quick approvalwill be in everyone’s best interest. Estimate for mitigation pending.

  Any questions, I’ll be happy to get you in touch with the project manager, Michael D*******, IEP.
  
  Thank you, ***** *******
  Operations Manager 

  SafeHouse Enviro MDCL

  Office:216 246-3157
  
  
  
  CLIENT: drying equipment was placed without cause.

  4.) RESPONSE: NOT TRUE. Everything we did was according to the process required for BOTH a “Category 3 Loss” and possible “CONDITION THREE.”Client was able to get BOTH SCOPES OF WORK COVERED by her insurance using the reports and documentation etc. we gave to her and provided to them.
  
  CLIENT: I was given a deadline for payment of March 4 but as of today, March 6, have not seen a statement of work performed.
  5.) RESPONSE: Client was provided an invoice only for the services provided after she refused access to her home to complete the job for 4 days. (FEB14,15, 16 and finally retrieved it on the 17th.

  
  When she cancelled she received an invoice as per her AGREEMENT. Also, 3 items were removed from the final invoice to her (SEE ATTACHED)
  and other items (including removing the floor) were removed from the final estimate given to her insurance company BECAUSE SHE REFUSEDTO LET US REMOVE IT OR COLLECT NECESSARY LAB SAMPLES.
  
  CLIENT ALSO FAILSTO INFORM YOU OF THE FOLLOWING:

  1.) TO DATE SHE HAS PAID US ZERO FOR SERVICES.
  2.) The payment from her insurance company also has our name it.
  3.) The deadline given to her was to pay it to avoid late fees and a cancellation fee of10% of the project cost. 4.) We also have a no delay clause which after 4 days of hindering access, while we acted in good faith to continue services trying to arrange access to complete her work THE CLIENT CANCELLED OUR AGREEMENT.)
  5.) I TOLD HER IF SHE PAID THE INVOICE AS HER SIGNED AGREEMENT REQUIRES HER TO WE WOULD WAIVE THOSE CHARGESAND LATE FEES.
  6.) AND FINALLY- She also found it necessary to CALL THE POLICE TO ESCORT USOUT WHILE HER FRIENDRAN INTO THE HOUSE WAIVINGA NOTE TELLING THE POLICE OFFICER WHAT HE WAS SUPPOSED TO " MAKE US DO. "                                                                                                        

  Later, we were informed the client was worried we were going to try and break into her house to retrieve our equipment she hindered access.  The police officer was very apologetic and the friend obviously embarrassed also found it necessary to waive a note from the homeowner further instructing us not to remove our containment barrier or floor covering.
  
  Desired Settlement:
  Other (requires explanation)
  CLIENT: I am seeking a statement of work performed to be provided as a pdf attachment to an email or via USPS mail.
  RESPONSE: Client elected to cancel our agreement. She needs to pay us as invoiced per our agreement. To avoid costs of collection and other applicable fees PLEASE MAKE PAYMENT WITHIN THE NEXT 5 BUSINESS DAYS (Using the link we sent you) AND WE WILL EXTEND OUR OFFER TO WAIVE YOUR CANCELATION FEE, DELAY OF PROJECTAND OTHER LATE FEES. 
  
  CLIENT: I am seeking compensation for damage to my floor.I plan to get a cost estimate for the damage this week.
  RESPONSE: We have provided more than enough evidence that YOU, your insurance and SafeHouse was aware we were taking the floor out.

  Unfortunately, not allowing us back in the home to do what we needed to for 4 days and now that you fired us we are no longer able to provide you guidance on this.

  Please pay the invoice using the money the insurance is paying you to pay us.  Thank you.

  Customer response

  03/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  I have not received a detailed statement of work completed. I have not seen an invoice. On 3/3/22 I emailed Nancy S****** a request for an invoice to be sent as a pdf attachment to an email after she emailed a link to something in software I am not familiar with and that resulted in a warning on my computer that the content may not be safe. I did not receive a response.
  
  I am requesting an itemized final invoice for the work completed. I am requesting that the invoice be sent as a pdf attachment to an email or as a paper statement sent by USPS mail.
  
  The following is my rebuttal related to the damage the company caused to my kitchen floor. On February 8, I sent an email requesting a cost estimate for a list of work Safehouse Solutions had said needed completed or might need completed. Removal of the kitchen floor was on the list. I advised verbally that I did not want the floor removed if the insurance declined to cover the cost of floor removal in relation to my claim.
  
  The floor did not appear to me to be damaged in any way before Safehouse Solution’s work. Floor removal was not included in the cost estimate from which the insurance based their payment. I am including a photo of Safehouse Solution’s dehumidifier running on my unprotected floor. I asked an IICRC-certified restoration professional to assess the damage Safehouse Solutions caused to the floor. He explained to me that the damage was caused by gallons of liquid drenching the floor over a period of time- in line with the kind of damage that can be caused if a faulty dehumidifier that leaks is used without a protective mat beneath it. He said the moisture readings he got from that area of the floor were high and indicated a danger of mold growth. He said the damaged floor needed to be removed and the area dried out before replacement.
  
  The IICRC-certified restoration professional also said if mitigation work had been done properly and completely for the water loss at my house, the industry value of that work would be about $3000. Safehouse Solutions is telling me I need to pay them $6,385.41 without an explanation of charges for work completed - for a mitigation job only partially completed and for which I was not provided a cost estimate before they started work.
  
  Safehouse Solutions left paneling and insulation in place right below where water was coming into the house. The professional who assessed their work said this definitely should have been removed and posed a mold concern based on the moisture meter readings he took. Safehouse Solutions ran drying equipment before having the leak in the roof fixed – and before removing all of the paneling and insulation impacted by the water intrusion to expose wood that needed to be dried. I have been advised that drying equipment will need to run again after the remaining mitigation work related to this insurance claim is completed by another company.
  
  I have also been advised that asbestos and lead testing are necessary before demolition work due to the age of my house. I need to know if Safehouse Solutions had asbestos and lead testing completed before starting work on my house. If so, my insurance company and I need documentation of the results immediately for health and safety reasons as well as to ensure payment to the correct company for an expense the insurance adjuster said is only covered once by insurance.
  

  Regards,
  
  ******* ****
  

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