BELFOR USA Group

Complaint: [redacted] I am rejecting this response because: I was not awair of the toilet valve leaking for weeksI did not go back there while they were workingThey should have fixed it when they found out and cleaned up the waterSincerely, [redacted]

BELFOR did not send any additional invoicesThe documents in question were auto generated statements from our corporate officeThe $balance reflected on those statements appears to have been a tax rate discrepancy due to billings that were billed after an April 1st WSST tax rate changeWe have corrected that, and have written off the discrepancyThis project is now billed and paid in full in our accounting systemProgress billings were sent throughout the project with explanations for the work being billed, and were also segregated between effort for the HOA and separate unit owner direct elementsBELFOR is sorry for any inconvenience this may have caused, and delay in correcting the oversight in the systemSent on: 3/8/7:23:PM

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ID# [redacted] Rebuttal to Complaint Submitted on 9/23/2016, against BELFOR USA Group, Inc, by [redacted] and [redacted] Below is our timeline of events, regarding our home All of these items are related to the water loss filed with our insurance company 01/08/16: The damage was not long term If the damage was long term, why would there be a need for a humidifier? I will attach pictures of when the water damage occurred We pulled the carpet back to dry out the floors and minimize the water damage, as per the insurance company 01/13/16: The moisture readings were not administered, until days after the loss The dehumidifier was not installed, until days after the loss We initiated the drying process ourselves, by pulling back the carpets and turning the fans on, for the days, preceding the loss 01/15/16: The damage was not a long term issue The sub-flooring was wet, underneath glued on vinyl and laminate flooring If it was long term damage, these areas would be dry I have pictures of the rotted out sheet rock, behind the tub 01/27/16: The towel, by the toilet supply line, was put there by the workerWe did not find out that the valve was leaking, until later The only plumbing that we agreed to do was to raise the shower head, while the tub was removed 01/29/16: Our daughter ended up in the emergency room, with respiratory problems, because of mold growth From the time of loss to the time the workers did additional demo, two months had been elapsed There was sufficient amount of time for mold to grow The worker never indicated that the mold was not part of an insurance claim If that was the case, why did the workers accept money from the insurance company? 02/19/16: The workers replaced drywall, over a wet floor We pulled back the carpets, after the sheetrock was complete, and found a wet floor and wall, adjacent to the work that was just performed The workers returned and proceeded to put additional sheetrock over the wet spot The workers failed to notify us of the leaking toilet valve and had only placed a towel around the pipe Ultimately, the toilet was leaking from the time they pulled the toilet We were perplexed why the worker had not informed us of the leaky toilet supply line or capped it off, at the time of the toilet removal We have pictures of the mold The response from the company, in a letter, was that there was no mold However, they contradicted themselves and stated, in the same letter, that they had encapsulated the mold This was after our daughter was in the emergency room for a second time We are mystified why the company would need approval to do their job right, the first time The only time we asked for additional work to be performed, was when the worker sheet rocked adjacent to a wet wall and floor, less than a foot away, and did not fix that section properlyThere was evidence of mold in the wall and floor, but he left that area untouched We requested that the worker return to correct the problem The worker returned and then sheet rocked over a wet wall, because of the leaky toilet valve We were furious about the incompetency of this company My daughter had required two trips to the emergency room and the workers had water soaked our home I called the administrator of the company and complained about the poor quality of work The reply from the company was that they could not make us happy, so they were quitting I do not know why they needed me to be present for an inspection, when my wife was home and they had my phone number If the company had done the job correctly and in a timely manner, there would not have been any mold growth The company should have notified us of the leaky toilet valve, if they were not going to perform the repair, and there would have been no contamination Both my wife and I work full time and my wife also attends school We have two children The house may not always be in perfect order, but it is not neglected The toilet valve never leaked prior to the workers pulling the toilet We are requesting a refund of $2,for the mitigation After the company cleaned up the initial damage, they left a leaky toilet valve, which caused further water damage, resulting in mold Sheet rocking over wet walls and floors is only one example of the incompetency of this company

This is complete nonsense The house looks amazing However, Mr [redacted] is very abusive, swears, threatens our staff and the women in our office As a result, we have elected to refund Mr [redacted] for the work we performed so we can move on with our lives and get this mentally unstable person behind us

We will contact Ms [redacted] and review her concerns in person

We will address each of Ms [redacted] complaints individually First, we will provide a little background on the project Ms [redacted] sustained minor water damage to her condo caused by a leak from the icemaker in the kitchen [redacted] performed the water remediation and demolition BELFOR was contacted to perform the reconstruction Ms [redacted] insurance adjuster [redacted] walked the unit prior our engaging in repairs Before any repairs were started, BELFOR performed a photo documentation of Ms [redacted] unit Photos are available upon request addressing each concern Microwave cracked – handle was cracked before BELFOR engaged in repairs Carpet upstairs worn to the wood – the carpet was in this condition prior to our beginning of the repairs Master vanity severely water damaged but not replaced – photos are available showing no water damage to the vanity The BELFOR scope approved by Ms [redacted] insurance adjuster [redacted] did not call for replacement of the vanity but to detach and reset The vanity was detached and placed in the garage by [redacted] Had to rekey the whole house because they didn’t give us access to our key – A key was placed in a lockbox on the outside of Ms [redacted] unit The lockbox contained a single key for access Ms [redacted] accessed her unit from the garage during repairs BELFOR not providing access to her key during reconstruction is erroneous We are happy to address any concerns Ms [redacted] has regarding our scope of repairs The items she is addressing in her complaint were not part of the scope of repairs and/or are completely fabricated and false

Dear Ms [redacted] - on behalf of BELFOR Property Restoration, we sincerely apologize for any inconvenience this process has caused youWe do take customer service very seriously and we apologize for the error by our estimator in failing to get those parts for the dishwasher to you in a timely fashionTherefore, we will be refunding the full amount to youPlease expect Justin [redacted] to be in contact to obtain a copy of the receipt for the dishwasher installationShould you have any additional comments, questions or concerns, please do not hesitate to reach out to the General Manager, MrRodney [redacted] at ###-###-#### or [redacted] Thank you on behalf of BELFOR Corporate

Our son committed suicide last SaturdayWe had Belfor Property Restoration (billed from Colorado Springs) come out come out to clean up after the Coroner leftThey removed about sq ft of carpet and pad, and cleaned some blood stains on the wall and cabinets I said I thought $should have covered itThey refused, thus our complaintThey committed several infractions: They never gave us an estimate before the work began They missed several things and had to repeat cleanupThis added another minutes or so to the procedure because they did not get everything the first time Their service was incompleteMy wife found stains and holes in clothing the next day inflicting additional trauma to already grieving parents They tried to charge our insurance company $which included repair work that had not even been done They moved slower than anyone I've seen in my whole lifeI felt this was intentional to extend the time they can claim One of the workers "joked" on the way out that they needed to use a little paint on the sub-floor and were going to charge us $300, but decided not toThat's not appropriate for grieving parents in shock When I saw the bill, I complained and they said it was high because they had repairs included for the insurance companyI said I had already completed the repairs, and they dropped it to $They said it's because of OSHA regulations, and hazmat, etcThey charge time from when their drivers and workers leave their homes! It seems to me that this is a huge scam on grieving familiesThey blame regulations, but I think they are: Trying to scam the insurance companies by overcharging (who usually pay it)In our case, it's all out of my pocket Take advantage of people who are perhaps in shock from events They misrepresented facts in the billsFor example, they had Hazardous Material Disposal at $in the first billWhen I complained and got a second bill, it was $650.00! Really? Their overhead and profit are compounded at over 16%I haven't seen overhead charges since my days in the Military (I'm an AF veteran) with commercial contractsI've never seen overhead and profit in a consumer application I can provide any additional information you need, but I think the public must be made aware of this kind of practice

We were not aware or notified of the toilet valve leaking for several days after removing the toiletWe have addressed the concerns and will not be refunding any monies to Mr [redacted]