Icon Property Rescue

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]

I believe we have already resolved the issue with the customerIcon is regularly alerted by local fire departments after they have busted out windows, doors, or roofs due to a fireSince they are not supposed to leave a house unsecured, Icon typically boards up and secures the structureWhen
homeowners insurance is covering the loss, we agree to use the insurance company's pricing system for the work we performed. Our estimator entered the items that we completedThe insurance price was $When it was brought to my attention that Rich had quoted a price of $300-$to *** *** on the night of the fire, I agreed to honor that priceA new invoice was sent to *** ***I believe this has been resolvedI apologize for the lack of communication

April 27, 2016   Revdex.com Complaint Department RE:  [redacted]
[redacted]   To Whom It May Concern:   I am in receipt of the complaint from Mrs. [redacted]. I am very sorry to hear that she is unhappy. This is the first that I have heard that she has a...

complaint with the quality of work. Upon researching her situation, it appears that there is some confusion on payment which can hopefully be resolved expeditiously. On 10/30/15, Icon was dispatched by the fire department due to a fire next door to the [redacted] residence to perform an emergency board-up service. The fire department requested that we board up the vacant home because it was extremely dangerous. This was the day before Halloween, and the fire department was concerned that trick-or-treaters might try to explore the home. The [redacted] house next door was also affected by the intense heat. Their vinyl siding was melted and some shingles were also melted and damaged by the fire. The [redacted] hired Icon to perform emergency services. Mrs. [redacted] stated in her complaint that she signed a contract the night of the fire. I know this was a very confusing time, but we actually came back with a contract the next week on 11/4/15 and got the contract signed for repairs at that time. The machines Mrs. [redacted] is referring to that we left in her house for 3 days were hydroxyl generators. They are standardly used in our industry to help neutralize smoke odor before it permeates the entire house. I apologize if we did not explain their purpose adequately. Mrs. [redacted] stated that she thinks Icon “ripped our insurance company off…” I understand that the pricing may seem very high to someone who is not in the restoration industry or insurance claims industry. However, the major insurance companies require that we subscribe to Xactimate estimating software. Xactimate sets the pricing for insurance companies and restoration companies. It is the standard for our industry. Icon simply enters the items that we performed, and Xactimate provides the price. This program is used by most major insurance companies. It is how they come up with pricing for claims. We submitted the Xactimate estimate for the emergency services performed on 10/30/15. They totaled $4343.92. The [redacted] adjuster, Sonya [redacted], agreed with this price and the work performed, and paid [redacted] exactly that amount. Mrs. [redacted] stated that Icon contacted [redacted] with a contract of $35,000. [redacted] actually wrote their own estimate for structural repairs and cleaning. The total work to be done may have totaled $35,000 including a new roof and siding; however, Icon only performed $13,209.92 in services. Icon provided several bids for the [redacted] home. We bid cleaning the contents, but were not hired to do so. Mrs. [redacted] stated that “the cleaning crew came to clean every item in the house which was incomplete.” I am very sorry for the confusion there. We provided an estimate to clean the smoke residue from all of the contents in the house, but we were not hired to do the job. We did not charge for cleaning the contents and we were not paid any money to clean the contents. Icon did however estimate cleaning and wiping down the structure (walls, baseboards, fixtures, etc.) The scope of work changed a few times. The [redacted] ended up hiring Icon to perform cleaning of the house (excluding the garage) in the amount of $4606.70. They have only paid $2208.37 of this. The [redacted] hired another construction company to replace the siding and roof; however, they hired Icon to seal and paint the interior of the home which was recommended and covered by [redacted] insurance. Icon’s final bid for painting the interior (excluding garage and closets which were not done) was in the amount of $4732.55. Icon performed the painting, but the [redacted] have never paid Icon for this work. The week before Christmas, Icon originally sent a painter who was not doing a satisfactory/timely job. Icon sent out a new painter on 1/5/16 who finished the work and performed any necessary touch ups. On 1/7/16, Mrs. [redacted] performed a thorough inspection of the work Icon performed and signed a Certificate of Completion stating that she was satisfied with the work performed.(see attached) Icon did not hear anything from the [redacted] until we tried collecting the balance due. At that time, they informed us that we did not paint the inside of the pantry or coat closet. They did not want Icon to come out and paint them, they just wanted the bill adjusted. The adjusted invoice is the $4732.55 amount. The [redacted] have not paid any of this.   Due to the dissatisfaction on the painting job, we would be willing to discount the bill 10% for timely payment. The new total would now be $4259.30. Mrs. [redacted] is asking for a refund; however she has not paid us yet. Since she has not paid, I am unable to refund money, but I am willing to give a discount.   Mrs. [redacted] stated that Icon charged $1,000 for the garage. We estimated the garage but did not perform work in the garage and did not charge for the garage. She also stated that Icon charged $100 for laundry. We do not do laundry and I do not see that on our bill. I’m not sure what she is referring to. The “spray stuff on the walls” is a chemical used to remove soot. We painted the walls afterwards so there should not be any streaks.   The [redacted] have been paid by [redacted] for this work. We feel that the money is owed to Icon. Any work that was not performed, but received by the [redacted] should be refunded to [redacted]. The total work performed by Icon is as follows:   Description Amount Amount Paid Balance Due Emergency Service $4343.92 $4343.92 $0 Structure Clean $4606.70 $2208.37 $2398.33 Painting $4732.55-10% $0 $4259.30 TOTAL: $13,209.92   6657.63   We apologize for any inconvenience and hope that offering a 10% discount on the painting will be a satisfactory resolution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]