ComplaintsforAresco of Tidewater, LLC

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aresco of Tidewater was hired to get rid of mold that had accumulated from the leak in the AC unit. But what they failed to do was to fix the carpet upstairs out/inside door of Main Bedroom. Also, when they removed the stairway wallpaper and painted, they did not smooth out the painting as they left dents in the wall, dented the stairway trim, as well as they didnt paint the downstairs stairway area after they were supposed to remove the wallpaper that they did not remove. There was a hole in stairway that they did not fix as well as they did not shampoo carpets either even though I was billed and paid for all of this to happen through my insurance company. Ive called them for months on end and ** ****** and ***** would tell me the samething that they would send someone out and that someone never showed up.

  Business response

  11/30/2022

  Business Response /* (1000, 8, 2022/09/12) */ Ms. ******* has ****** carpet which is extremely old and de-laminated making it impossible to seam and stretch due to it's age and it being Berber. We have had numerous conversations with her explained this to her and informing her she needs to reach out to her insurance carrier. This job was completed over 90 days ago and she was happy with our quality when it was completed. The downstairs wallpaper area was not affected. Mr. ****** has not worked her for almost a year. **** went out and met with her on the 14th of July and went over all of this with her. Her carpet needs to be addressed between her and her insurance carrier before carpeting cleaning (which we have not billed for) can be completed.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business was called out to my home by my local ********* agent who I didn't know at the time had a personal/business relationship with this company's president & supervisor which plays a role on how I was lied to and manipulated as well as OVERBILLED when I asked that they paid for additional damages they caused to my home (which they never compensated me for). They came out on 12/22 to begin mitigation work & they claim it was not completed until 12/27 because that is the day they finally picked up their fans. Between those dates they did no moisture readings to justify keeping them at my home. When their employees came to take fans out they still didn't read moisture until I told them to before removing fans. The employees had damaged my walls and railing with HUGE staples, didn't install the containment right, let my vents open (exposing them all to dust & asbestos when fans blew) they didn't clean up any of the containment material, and much more. I tried calling the job manager but his phone & office # was off for a week due to holidays so I couldn't get help with complaints. Finally in late January the supervisor Mr **** met at my home and reviewed all problems, apologized, & promised to correct & compensate including air duct cleaning. I have asked a # of times how & when I'll be compensated, I've been ignored &/ or told to bill my insurance to get my claim to cover their damages instead of them paying. A week ago my insurance claims handler finally received 1st invoice ever sent by Aresco. They notified me of amount. I asked for a copy from company & they sent a blank bill w/ just amount due. I've kindly asked for the itemized bill & only received an "estimate" w/ the billed amount summarized inside along with pictures proving that the billed work is different than the work that was done. They took pics of work I did & billed for unaffected rooms (closet, 1/2 DR & Ktchn, LR) & services not done. I asked for supporting documents they used

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/03/03) */ Complaint Case #: XXXXXXXX Consumer: Elizabeth ******** Case Opened: 2022-02-28 Claim #1 "This business was called out to my home by my local ********* agent who I didn't know at the time had a personal/business relationship with this company's president & supervisor which plays a role on how I was lied to and manipulated as well as OVERBILLED when I asked that they paid for additional damages they caused to my home (which they never compensated me for)." Aresco's Response: We have worked with Mrs. ********'s local insurance agent and her clients for many years. The reason she refers her clients to us is she knows and trusts us. The relationship we have with her agent are the reasons we (1) provided Mrs. ******** with a complimentary damage assessment to help her determine if the amount of damage warranted her filing an insurance claim and (2) invested as much time as we did to ensure that the amount of the repair estimate her insurance company used to base their claim settlement check on, including everything. On 1/17/22, we spent approximately four hours reconciling our estimate with ***** ******** Although it appears there may have been some miscommunication, we would never deliberately overbill a client. Additionally, we would also never lie to a client. For one, we do not conduct business that way. Two, why would we jeopardize the relationships we've worked so hard to develop and maintain by engaging in such an unethical business practice? Not to mention direct referrals are the lifeblood of our business. Claim #2 "They came out on 12/22 to begin mitigation work & they claim it was not completed until 12/27 because that is the day they finally picked up their fans. Between those dates they did no moisture readings to justify keeping them at my home. When their employees came to take fans out they still didn't read moisture until I told them to before removing fans." Aresco's Response: We began mitigation on 12/22/21 (Wednesday) and returned on 12/23/21 to monitor and take moisture readings. We did not return until 12/27 as our company was closed (except for emergencies) for the Christmas holiday weekend. Moisture readings were taken on 12/27 prior to us removing the drying equipment. We do not consider mitigation services complete until a moisture meter confirms that all affected areas reach a dry standard. The work performed at the ********'s residence was handled in the same manner. Claim #3 "The employees had damaged my walls and railing with HUGE staples, didn't install the containment right, let my vents open (exposing them all to dust & asbestos when fans blew) they didn't clean up any of the containment material, and much more. " Aresco's Response Containment was properly secured, set up and broken down correctly. A standard staple gun using standard staples were used to set up containment at her residence. Containment was set to assist with the structural drying. The demolition we performed at the residence did not create a significant amount of dust. The air registers were not covered as the air system continued to run. In addition, air flows out of the air registers. Tests confirmed that the bottom layer of flooring (the one glued to the concrete slab) contained asbestos. This posed no health or air quality issue as it was not disturbed during the mitigation process. Steps were taken to cover the areas of asbestos flooring to ensure they remained undisturbed. The flooring we removed was luxury plank vinyl, which contains no asbestos fiber and was considered a "floating" type of floor, not glued down. Claim #4 "Finally in late January the supervisor Mr **** met at my home and reviewed all problems, apologized, & promised to correct & compensate including air duct cleaning. I have asked a # of times how & when I'll be compensated, I've been ignored &/ or told to bill my insurance to get my claim to cover their damages instead of them paying." Aresco's Response On 1/7/22 (Friday), we became aware of Mrs. ********'s concerns with the manner in which we performed mitigation. We contacted Mrs. ******** on 1/10/22 (Monday) to schedule a day and time to meet with her. On 1/11/22, we met Mrs. ******** on-site to address all of her concerns with how we handled mitigation and having the air system cleaned. We never promised just to pay to have the air system cleaned. Since the air system was less than 1-2 years old, we mentioned to Mrs. ******** that perhaps the company who performed the installation may assess it as a courtesy. We also recommended to Mrs. ******** that if exposure to particulates of any kind was concerning to her, the air filter should be replaced prior to her family moving back into the residence. On 1/25/22, we received an email from Mrs ******** regarding air system cleaning. She called ******* * *** to get pricing on the duct cleaning and wanted to know how Aresco planned to pay that bill. We responded by recommending that she forward a written estimate to **** ****** as it may be covered due to her having an auto-immune condition. We also advised her to obtain a statement from ******* * *** that confirms the overall cleanliness of the air system....and submit this to ***** ***** Claim #5 "I asked for a copy from company & they sent a blank bill w/ just amount due. I''ve kindly asked for the itemized bill & only received an "estimate" w/ the billed amount summarized inside along with pictures proving that the billed work is different than the work that was done. They took pics of work I did & billed for unaffected rooms (closet, 1/2 DR & Ktchn, LR) & services not done. I asked for supporting documents they used." Aresco's Response On 1/21/22, we sent our revised estimate to Mrs. ******** via email and to Claims. Mrs. ******** received the estimate as she sent us a response. We are unaware of our estimate containing any work that we did not perform. On 2/2/22, we had conference call with local agent's office and Mrs. ********'s claim adjuster. It was at that time that we were informed that our mitigation estimate was not on file. We assumed that it was on file since it was sent to ***** **** via email several weeks prior. According to the claim adjuster, since the claim number we referenced in our email(s) to was missing one digit, ***** ***** was unable to determine which claim our estimate belonged to.....nor did they perform a search based upon client name, property address, or let us know. During this conversation, we discussed the difference between our estimate and ***** ******. We also discussed: HVAC cleaning and confirmed that no one from Aresco promised Mrs. ******** that we would pay to have the air system cleaned. We did, however, since the unit is relatively new and she has an auto-immune condition, recommend to Mrs ******** that she have it checked if she is that concerned. Staple holes on the living room walls and stairway trim. Painting the living room walls was included in the estimate as the color is the same as in the adjacent room(s). We further explained that staples had to be used on the stairway for containment (painters tape would not hold). Adjuster said she understood and will let us know if ***** ***** decides not to cover filling the holes. She had a policy limit of ********* Homeowner had not paid anything as of this response. Job was completed on 12/272022. Consumer Response /* (3000, 10, 2022/03/04) */ Aresco claims that "my agent" said that the insurance company would decide whether or not to include coverage for the damage that they admit to being caused by their staples in my walls and stair rails. The rooms and surfaces that were stapled were done so in UNAFFECTED rooms that were NOT permitted to be painted UNTIL Aresco lied on their estimate for repairs, NOT their billing estimate, and included that wall. My living room floor was not flooded so my living room walls did not need to be stapled, in fact Mr. **** agreed with me that his team should have placed the plastic on the opposite side of that wall (dining room side) which was affected and should have done so with tape as it is normally done. He observed each surface & found no reason for what his team did. His team had used tape on many surfaces to hold up the plastic but then used staples where it was convenient. Mr. ****can't "erase" the conversation he had with me. As per that very same conversation with Mr ****, as well as with Mr. ********* and his attorney, I've explained that the attached satisfaction document was signed under the stress and threat from his employees who were arguing and cussing aggressively & said that I had to sign it before they would leave my house. The one calm & kind employee was the ONLY employee I was describing on the form. In addition, I, Beth ********, did not check off the boxes on the form, the man forcing me to fill out the form did so after I wrote what I did as he seemed agitated that I hadn't checked them. I ONLY filled out the words below *mitigation*. In addition, this "forced form" does not excuse the company of Aresco of any wrong doing or damages. That is exactly WHY David **** came to my home in January. He came to assess the damages done to my home. If he had felt that everything I had deceived to him in text and over the phone as well as in pictures was normal, then he wouldn't have spent such a lengthy amount of time in my home assessing all areas and following up with me as he did. Aresco's response confirms that their company found Asbestos in my home yet their bill shows no sign or proof that my home was ever treated for it. Because It wasn't! My home was never cleaned up from the mess made by Aresco (ex: plastic and trash left, remnants of affected flooring, dirt, debris, Asbestos covered flooring, etc) yet the bill FINALLY sent at the end of February to insurance shows that they believe so & that I should pay them for cleaning up?!? Too many contradictions and lies. I have since had a company in my home that had to finish removing affected drywall that Aresco never bothered to remove from the affected closet (the same one they clearly billed me in depth for). This company found MOLD on said drywall. I have had to pay this new company out of my own pocket to do the work Aresco turned a blind eye to during work hours but didn't hesitate to try to make a buck off of when it came time to bill me. Unacceptable! This new company was the one who HONESTLY DID remove the under flooring from my pantry closet, they are the ones who have had to correctly finish removing additional drywall that Aresco left & treat for mold. They also finished removing the flooring (LVP) that Aresco claims on their bill that they removed as well as the trash and debris left from Aresco. The bill clearly states that each room was vacuumed, the floors were cleaned, and that baseboards were removed which is a LIE. I have taken multiple videos and pictures to time stamp and date that the statements I am making are true and accurate. I also recorded the new company doing said work to insure that Aresco cannot truthfully accuse me of lying. With all of this said. I again want to mention that I have made it QUITE CLEAR that my sole intention is to get each and every line item on Aresco's bill corrected and to deduct the cost of my vent cleaning/sanitation, as well as the amount I had to pay another company to finish Aresco's job. If I had known that my professional insurance agent would tell me to call a mitigation company (Aresco) who she clearly values more than her own customer, I never would have picked up the phone & called either of them. Her response was identical to Aresco's response regarding the two company's "long-standing positive relationship" taking precedence over doing what's right for the customer as I was told that "at the end of the day their relationship isn't going to be compromised over such a simple mistake" I am not a mistake. I am a customer and the mistakes which took place at my home were the fault of Aresco's and the billing from Aresco. I would like to be contacted with a billing resolution.

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