ComplaintsforStanley Restoration

• Initial Complaint

  02/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a fire in my house in April 2022. Stanley Restoration was hired through my homeowners insurance. During the pack-out phase, my house was packed but my jewelry was not packed or was lost. Their policy, that we initialed, states that if valuables are accidentally left behind they would document it, photograph it and return to homeowner. This policy was not followed. I tried to contact them two days after I moved back in October 28, 2022 to ask about my missing items. I was told the contact was out of the office and would contact me the next day. I tried contacting several people over the next 9 months, I have documentation of 15 attempts to contact them. Finally, in August of ****************************************************** that we signed their agreement. I agree we did sign it, however, their policy is what I stated above. I sent an email on November 2, 2023 an itemized list of missing items I could remember having. Stanley responded that they would reimburse me $250. I replied that $250 would ***be cover two of the bracelets that were lost. The last email I sent was to ask them why they did not follow their written policy we signed. I have yet to hear from them and do not expect an answer. I appreciate you taking the time to review this. I would really like to be refunded for the missing items, realizing that *** not be the case, I want others to have to avoid the frustration and aggravation I have been through.

  Business response

  02/13/2024

  We try extremely hard to make the claims process as smooth as possible. However, you were absent on April 26, 2022, when we started the pack-out. Our supervisor reviewed all the paperwork with your mother, outlining the processes, including removing all valuables (including jewelry) before packing. When we moved your contents back on October 28, 2022, you were absent again. Your mother instructed us to only unpack some boxes per your request. She signed our certificate of satisfaction form before our crew left. Due to the unusual circumstances, we offered a check in good faith to resolve your issues, although we are not responsible.

  Customer response

  02/19/2024

  I am rejecting this response because:   

  Yes, I was absent when the pack-out started as I was in the hospital, so my mother was present to start the process. As far as someone outlining and reviewing the process, that is highly unlikely given the customer service provided to me throughout the entire process and my mother stating no one explained it to her. A copy was not left for me to review after I was released. In fact, I did not receive a copy until I requested it from **** with ***************** this past December. 

  
  If you are not responsible for following your own processes, why do you include them in your important information notice that states any items accidentally left behind would be documented and photographed, then returned to the homeowner/insured with a receipt? 

  
  Either a mistake was made, and the items were not treated as you state in your document, or you provided false and misleading information in your notice that needs to be removed. 

  
  Several other items besides my jewelry were not returned to me either that I outlined in my original email to Stanley. 

  
  As for the unpacking of boxes, yes, I asked for the boxes to be kept whole as I had only three pieces of furniture in my entire house. If the items were unpacked, they would be left lying around my floor causing further loss and frustration.  

  
  I would appreciate a full refund of the estimated cost of my jewelry and other missing items, not just the $250 offered. 

  Business response

  02/22/2024

  Thank you for reaching out to us to share your feedback regarding your experience with our pack out services. We understand the importance of addressing your concerns promptly and with the utmost professionalism.

  
  Upon careful review of the timeline of events and the associated documentation, it is evident that our team diligently adhered to the procedures outlined during the pack out process. Your mother, who authorized the initiation of the project, was provided with and acknowledged 11 specific instructions and waivers, emphasizing the importance of removing any valuable items prior to the commencement of work.

  
  Despite our best efforts to conduct a thorough pack out process,we acknowledge that there were instances where items were inadvertently left at the property due to your and your mother's absence. We provided access for you to view all of your contents in our possession on August 25, 2022.Additionally, it is important to note that your mother expressed satisfaction with the services rendered by signing the Certificate of Satisfaction on October 28, 2022.

  
  We understand the frustration associated with the reported missing items, such as jewelry, dentures, and a blood pressure cuff. However,following a thorough investigation, we determined that these items were not part of our inventory nor would they be included in our pack out services. Our representative, *******************************, had previously communicated this information to you.

  In adherence to our policy, we allow a 15-day window to report any missing items following the move back. Unfortunately, we were only notified of your concerns six months later. At that point, your belongings were no longer under our care, custody, or control. Nevertheless, in an effort to resolve the matter amicably, we provided compensation of $250 in good faith.
  We want to assure you that we take all customer feedback seriously and remain committed to providing exceptional service.

  While we understand your desire for a larger monetary settlement, we hope you can appreciate the steps we have taken to address your concerns within the constraints of our policies and procedures.  However, many of the items on your list (dentures, blood pressure cuffs, etc.) were to have been compensated by your insurance company.

  Customer response

  03/01/2024

  I am rejecting this response because:   

  My first attempt at locating the missing items was November 1, 2022, four days after I moved back in, not sure how that equates to six months.

  My unanswered question remains, why the items accidentally left behind were not processed as outlined in Stanley's article 6 of the Important Information Notice.

  Business response

  05/26/2024

  ********************************* initially demanded $4,000.00 for missing jewelry, a grill, blood pressure cuff, dentures and a few misc items. The adjuster, *************************** agreed to pay for everything less the jewelry which left a balance of $1750.00 for jewelry. He was in agreement that any jewelry should have been removed as we requested BEFORE we started work. Unfortunately the customers mother was the point of contact and was there long enough to sign paperwork and allow us in to get started. The boxed jewelry which appeared to be costume jewelry was left at her home until she had a chance to go through it before the repairs started at her home. 
  I am attaching a room image report to show the condition of the home. Our employees had to suit up in PPE including Tyvek suits, masks and gloves due to unsanitary dwelling conditions. We do not want to reveal these responses out of respect for the homeowner. However, we do feel like this is an opportunity to extort additional funds. After Farmers paid her, and our ******. There is only ******* remaining that she is claiming, not $4.000.00

  I will be glad to speak by phone if you have further questions. Again, out of respect for the homeowner, please do not share the photos of her home. Thank you, *********************

  Business response

  05/28/2024

  ******************** originally requested $4,000.00 for missing jewelry, a grill, dentures, blood pressure cuff and misc items that would have been deemed a loss due to the fire. When I spoke to her adjuster, he said he would reimburse her for everything but the jewelry. That left ******* after he paid for the dentures, grill, etc. We gave her ****** in good faith even though we had a signature notifying her to remove ALL valuables including jewelry before commencement of work in her home. Again, all communication was with her mother both at the beginning and end of the packout.  We cannot be threatened to pay additional monies when ******************** and her family were given notice to remove valuables BEFORE anyone started working in her home. Again, ******************* has already received reimbursement from her insurance company plus $****** from our company leaving 1****** that she is claiming. The insurance claim is closed, but she is still wanting additional funds.  Stanley Restoration claims no liability for any additional missing items. 

  Customer response

  06/03/2024

  I am rejecting this response because:   

  I do not know what adjuster Stanley spoke with as I have not been reimbursed $1,500 for the items they listed. As in previous emails from me to Stanley I said the $250 offered would possibly cover my two Native American storyteller silver cuffs.

  
  I have written that I was never given a copy of the Important Information document. A copy was not left at my residence, was not emailed, or mailed to me and no one from Stanley made any effort to notify me of the document.  If I had known about removing certain items, I would have gladly removed them.

  
  I have never threatened Stanley Restoration, nor anyone associated with Stanley. To state that I had in a Better Business Bureau complaint is irresponsible and reprehensible.

  
  As Stanley reiterated twice in their response that I have been reimbursed I hereby state that is another false statement by Stanley as I have not been reimbursed.
  

  Again, I have written multiple times that the second sentence in Stanleys Important Information document, item number 6, reads:

  
  (Cust Initial) JEWELRY,VALUABLES, HIERLOOMS. Please remove any valuables from the home before we begin work. We are not responsible for those items. Should we encounter an item accidentally left behind; it will be documented and photographed, then returned to the homeowner/insured with a receipt.
  

  That did not happen, yet Stanley continues to state they are not responsible, even though their own instructions say otherwise. If the company is not going to abide by their own instructions, the sentence needs to be removed as it is false and misleading advertising, as there was no intent to follow the rules.
  
  Finally, I moved back into my home on October 29, I first contacted *** with Stanley about missing items November 2. I continued to reach out to different contacts at Stanley for assistance throughout the year with no assistance. I provided the dates and contacts in multiple emails sent to ******,***** and ****** at Stanley. In August, I was finally contacted by Stanley about my missing items, ten months after my first attempt.

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