ComplaintsforPrism Specialties

• Initial Complaint

  03/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I previously submitted some information on here and said that it was resolved being that one of the people at the location was very apologetic. However, the insurance company has given this location over 20,000 and they have delivered all of our items only to find out there are several several items missing. I take pictures daily and they are timestamps saying that to say I have sent this company several pictures of items that are missing. They got paid for a service. They delivered our items and there’s so much missing as if someone went through and picked through our items. I have at least two or three hefty bags of clothes that’s missing. I called the office several times they don’t answer my calls at all and I cannot leave a message every since my items have been delivered . I have been texting back-and-forth with a representative who is telling me that they had some employees. They were not very happy with doing our items and they’re not sure if something went wrong there. The problem is if you have people you don’t trust over are things and these items were stolen. That’s a big problem. You were paid for a service And our items are missing at this point this is not good business. I was very polite about things and the fact that I declined to continue further initially thinking we would get taken care of. We didn’t. We just want ALL our items back they took from the home. That’s all. I have several pics I’ve sent them and don’t mind sending you all as well. This has been since 12/2/22 just wanting to be over and done with. They were paid and we just got the last of our things they gave a few days ago and they are not all there
  

  

  Business response

  04/03/2023

  Comment added by BBB staff member PNN, as to the business ran into a character limit issue. 

  If I'm reading the complaint correctly, our client is saying that some of her items are missing and she's not able to speak with anyone about it. 

  I've investigated it on our end, and it looks like there are quite a few items as part of this claim that were deemed a total loss due to not being able to be cleaned to pre-loss condition. In the insurance process side of things, when an item is deemed a total loss, we make a report with those items, and it gets sent to the insurance adjuster and to the insured (our client) so that the insurance company can pay the insured for these items. This report was sent to our client on 3/2/2023 by our project manager. As part of the process, when an item is deemed a total loss the insurance company generally has us dispose of the item once the claim has been closed, the insurance company technically owns the items after they've paid the insured for them and it's their discretion what happens with them. In some instances, the insured can request these items be returned to them 'as-is' and we're happy to do so provided we are told by the adjuster that this is okay. It really doesnt matter to us what the insurance company has us do with these items. It's possible that the items she believes are missing are total loss and were not returned to her. Further, the project manager stated that in his conversations with our client that she wants more details in the actual pictures for the total loss report. Our staff is currently taking additional pictures of these items to be able to send to our client and provide what was requested. The report being generated now is above and beyond what the insurance companies require for total loss reports so it does not currently exist but will eventually and when it does it will be sent to our client. The amount of total loss items probably equates to several hefty bags worth of items. 

  If our client has called the office and no one has picked up, its likely because there is not always someone in the office during regular business hours as there are many times our staff are out on job sites picking up items for a job or returning items for a job. We have a voicemail on our office line but havent received any messages in this way from her. Our client does have the project managers cell phone number and they seem to communicate regularly via text message or via phone calls. I absolutely apologize to her if the project manager cant get back to her the same day at times due to being on another job. It appears from the communication logs that he always gets in touch with her, though.

  She mentions having employees we do not trust. Because of the nature of the work we do for insurance companies, all our employees must pass a comprehensive background check. Over the years we have had some employees that we didnt feel were providing high enough quality of work, but never anyone we didnt trust or that we believe would be stealing a clients items. We have yet to ever lose or misplace any of our clients items during cleaning/restoration.

  It appears from our call logs and text messages that the client has been in touch with the project manager and has requested the total loss report be provided in a different format than is usually provided. This request is being processed but will take some time to do.

  If, after a thorough review of the total loss items and the list of items the client says are missing, there are any items missing we would absolutely work with our client to make it right. I cant imagine any of our staff would be telling her that we wouldnt want to make the whole situation right when all is said and done. If shes heard anything of the sort, we would want to know this and address it directly with our staff because thats certainly not how we operate.

  Customer response

  04/03/2023

   
  ********** ********
  I am rejecting this response because:This is not at all true. The response is clearly from someone I have not been doing business with at this location. The two guys that Ive only spoke with pertaining to our situation has been **** and *******. Im not here to go back-and-forth about. He say she say I can only speak facts. I have a whole thread of conversations pertaining to our items. I have asked multiple times for a layout of our things, and I still do not have it. I have a print out of what they gave me as a total loss, but it have none of the items that we had prior to them receiving our things. I have sent 60 pictures of items that are missing that are time stamped from right before the fire due to my insurance purposes of the move. So they have the items in their possession.  Not only this but I dont like the fact that whoever is responding is not matching up with the person that Im speaking with pertaining to our items this is not how this has been with this company. If I could get an email, I can send everything each correspondence Ive received and submit it up until this point today..  I was only able to upload four images of our conversation but I have many that I can submit. The bottom line is my family and I have been through enough and we are just wanting to be done with this company and have all of our things back. Thats it thats all. And its really not good that I had to go to this extreme in doing so.Other than that I dont want any issues or problems. Im not one to slander anyones name but its getting ridiculous because all we want is our property back that they took from the home.  Thats it so that we could be done,this has been a horrible experience and its like its making it 10 times worse. 
  
  Sincerely,
  
  ***************************

  

  Business response

  04/07/2023

  I believe that our project manager, ****, has spoken with ****************** regarding this complaint. They had a conversation on 4/5/2023 regarding the items we still have in our possession which are total loss / non-salvageable items as well as a laptop that ****************** has returned to us for further evaluation. As a follow up from **** to ****************** and the insurance adjuster, here is that correspondence following their phone call. 

  'I discussed the claim with ****************** on 4/5/2023. As discussed with her, the only items we currently have in our possession/facility are the Total Loss/Non Salvage items that are listed on the report sent and a laptop that she returned back to us for further evaluation. During initial testing and cleaning of the laptop everything functioned correctly but when ****************** tried to use it for some reason it would not power up. Upon receipt of the laptop, it appears to function correctly. We will be running a series of tests today and once those have been done, we will return it to *******************
  
  Once the Total Loss/Non Salvage report has been reviewed and approved, we will need some sort of communication from State Farm to be able to dispose of those items. We can send an official report to sign if needed or a response to this email stating all items can be disposed will work. We just need a hard copy on file for our records.'

  We are working to close out this claim so hopefully, after speaking with ****************************** is satisfied. As always, we're available if she'd like to reach out directly to us. 

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