Guardian Restoration, Incorporated

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: From their reply,, "Additionally, we were contracted to secure the roof after the fire, with tarps again this was completedHowever, this is temporary repair and it is the responsibility of the homeowner to complete the permanent repairsFrom the best of our knowledge [redacted] has received his insurance proceeds and has yet to begin repairs at his property." I am not looking a permanent repairs from Guardian, the temporary protection from water and my property keep it (DRY) from wet conditionThey will not removed all garbage from my property, still 100's of bags left in my 1st floorThey already charged from my insurance company all this workRegards, [redacted] ***

05/01/To [redacted] or whomever it may concern,Guardian Restoration Incis very sorry for the situation that [redacted] and her family are currently going throughIt is always our goal to leave our customers satisfied with our service and feeling they are more whole then when they started working with usI do not know what transpired between [redacted] and *** [redacted] but I do [redacted] and I have for a long timeHe has always been a kind and respectful family man, and though can no speak for him I am sure he is sorry for any misunderstandings that may have lead this situation to arrive at this point.To date Guardian has reached out to *** [redacted] and reimbursed for the items *** [redacted] intended to keep*** [redacted] has agreed to help close this matter with you after you receive this letter.Thank you for your help resolving this matter is you have any questions please contacts me at [redacted] .Sincerely

To whom it may concern, Guardian Restoration Inc, is taking this situation very seriously and are trying to make the customer satisfiedI have included two letters that explain our stand on this matterThank You [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I have been asking for the repairs to be completed since October of Guardian Restoration did send two workers to my home to make repairsA small amount of repairs were completed in a hurry due to scheduling a 70th birthday party for my mother in NovemberAs my family can be witnesses, there were a lot of repairs that needed to be completedMy family members who are retired from the field of home improvement, noticed many things that were either not completed in a professional manner or were not completed at allGuardian Restoration did not return to my home until January 3, when I contacted them and asked if and when I could see the financial information that I had been requesting since August of 2013, since I was told that I would be in my home by June of Also on January 3, the heater malfunctioned at 11:30pm, this was the second incident with the heater, the first occurred in August 2013, water leaking from the heaterAt that time I was told that it was the pressure gage and it would be replaced, to this date it has not been replaced.On January 29,2014, the thermostat malfunctioned on the heater I contacted the contractor at this time he sent someone out at 1:00amDue to Guardian Restoration hiring the contractor I was told by [redacted] not to let them make any repairs in my home On January 17, I contacted *** by text and informed him of the problems that I was having January 27, 2014, I text [redacted] and asked if he could come out and take a look at my house, I also informed him that I was contacting my mortgage company about the situationJanuary 31, 2014, ***, [redacted] and [redacted] came to my home for a walk through to view and discuss my concernsThis was done so quickly that they did not need to see all that needed to be done...the comment from [redacted] was "Just do what needs to be done to make me happy and if needed they would work for me the rest of my life"They were to send someone out on the following Monday...that did not occurOn Friday February 7, I received a text from [redacted] an employee of the company, stating that he was at my house and he was there to do repairsWhen I returned home, I did not see anything that was doneFebruary 22, I met with ***, Finally receiving the financial documents that I had requestedThere was no information pertaining contactor material expenses (I received that from the contractor)Basically the meeting did not go well [redacted] stated that the contract said that they were to receive 20% profit..it does not state thatThere is no way that they should walk away with close to $40,000.00, especially for the unsatisfactory jobI have photos of things that were not completed, If you would like to view them I will be glad to send them to youMarch 5, I received a text message from [redacted] stating that he would be at my house by 7:00am to install front and back screen doors [redacted] did arrive, I left my home and went to workAt 2:06pm on the same date I received a phone call from [redacted] stating that he received the complaint that I sent to Revdex.com, apparently he was not happyI informed him that I contacted Revdex.com, Attorney General, [redacted] Mortgage, [redacted] Insurance Company and filed a police report with [redacted] DetectivesHe then asked me for the Detectives information, I told him that the detective had his information and would contact himHe in turn stated that he would contact the Internal Affairs Division on me because I am a Police Officer, he literally threatened meThat was very unprofessional on his behalfI am trying to follow the proper procedures to get this situation rightbut to threaten my job, I wonder what his business ethics arehe also had the leave my home without installing the screen doorsOn March 22, they are scheduled to come out and make the proper repairs, I am not sure I want them to do that due to lack of professionalism that has been displayedI have carpeting at my back door that was in my basement before the fireI would like for Guardian Restoration to show me any paperwork with my signature that states I agreed to the 20% profit they claim that they are entitled to, I have read it numerous times and have not seen itFor 20% profit I could have located a contractor on my ownI have other underlying issues with Guardian Restoration, I do not find them to be trustworthy nor professional I would like to have this situation resolvedRegards, [redacted] - [redacted]

To whom it may concern:
After
reviewing the following compliant, we would like to take the opportunity to
respond to *** *** and the BureauFor starters, we were not contracted to
perform a chemical clean,
simply a demolition of the property which was
completed*** *** would be responsible to complete the clean if so desired with
the insurance proceeds, again we were not contracted to do so
Additionally, we
were contracted to secure the roof after the fire, with tarps again this was
completedHowever, this is temporary repair and it is the responsibility of
the homeowner to complete the permanent repairsFrom the best of our knowledge
*** *** has received his insurance proceeds and has yet to begin repairs at
his propertyPrior to this
compliant, to the best of our knowledge the client was satisfied with the work
As this is the first time we have become aware of any issueHe has not
contacted the office regarding any complaints with the quality of the workIf you should
have any additionally questions or comments, please feel free to contact usSincerely,
Jason K***, President

The repairs were completed to the roof with boarding and tarping, again this is not a permanent repair but a means to reduce more damageIt is the homeowners responsibility to complete permanent repairs as soon as possible to prevent further damageAdditionally, all trash from the demolition had been removed from the property after the services were completedEmployees were at the property after the work was completed and debris that was of Guardian's responsibility was removedWe have pictures of both the roof tarping and the demolition once they were completed and neither show evidence that these complaints are accurate.
Frankly, we are a little concerned at this point that the client has not been contacting the office for any complaints and going straight to the BureauAll of the complaints that the client is making through the Bureau is the first time we are hearing of themFrom our understand the Revdex.com is an action of last resort and not supposed to act as the middle man.
Again, if there is anything else we can provide please let us know

Date:
05/01/2014
To [redacted] or
whomever it may concern,            I am sorry that the situation with [redacted]. [redacted] took as
long as it did to resolve. There where many factors to review and several
levels of...

management that this claim had to be processed through to get a
reimbursement of this level approved without understanding of the situation.             To date we did complete our investigation and submitted a
reimbursement check to [redacted] for the items that Guardian and [redacted].
[redacted] agreed where damaged or lost directly by Guardian. We are also
submitting the remaining items, that were not damaged by Guardian but should
have been paid for in the original claim, to the insurance company for
converge.Thank you for your help
resolving this matter is you have any questions please contacts me at
###-###-####.Sincerely,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
I spoke with [redacted] on June 6, 2014 he stated that the owner [redacted] of Guardian has agreed to allow me to have a contractor come to my home to give an estimate of the completion of repair costs. I am in the process of contacting a contractor. Once this agreement has been met, I will be satisfied with the outcome. Yes, we are trying to work it out. I would like for the case to remain open until the agreement requirements have been met. Thank You.
Regards,
[redacted]

To whom it may concern:
After some
debate from the customer about having services provided, she spoke with her
Public Adjuster, Steve J[redacted] and they decided she would have the laundry work
completed. At that time, we went to her...

property, she let us in the home and
provided the clothes she wanted treated and cleaned. She also signed paperwork
at that time, on the work order which we have provided for your review, does
not mention anything about canceling within 24 hours. Additionally, the first
correspondence regarding the cancellation was at 12:52pm on 07/01/2015, so it
was 24 hours if that is her argument. Our question is why did she let us in the
home, schedule it with her public adjuster, and hand us the clothes if she didn’t
want the service provided?
And unfortunately,
once the clothing is in the cleaning process it cannot be canceled. Although,
she did contact us the next day, there was nothing that could be done, we feel
as though we are being persecuted for being efficient. And we could not provide
her with the 3rd party information as that company is not responsible
for handling our customer complaints. And as [redacted] was aware we bill the
insurance company for the services provided which we did and received payments
for said services.
The client at no
point in time offered to have someone pick up the clothing from our location.
Additionally, her desired result is to have her laundry returned to her, yet we
have tried on numerous occasions to return those items to her home. As she mentioned
we did notify her that the clothes were ready to be returned. And our desired
result is to return them to her. 
Thank you

03/04/2014
To [redacted] or whomever it may concern,As to the repairs at [redacted]. [redacted] is a customer of Guardian Restoration Incs. We repaired her house, after a fire, over the spring/summer of 2013. [redacted]. [redacted] agreed to let us repair her house...

on March 9, 2013. She had a few concerns in October 2013 after her house was completed  I have walked through with her two times, each time there is something new that needs to be corrected, that we returned to correct. Currently I would request that [redacted]. [redacted] please include in an email, or letter, what items she would still like to be corrected, so we can address them promptly.  Also, we stand by our work and will always address any legitimate issue that was our responsibility even after this issue is resolved. As to the endorsed check; I am including a copy of the agreement between Guardian Restoration Inc. and [redacted], on March 9, 2013 in which she gave Guardian Restoration Inc. permission to endorse payments for services on her behalf and deposit them  into Guardian's accounts.  This is a common practice in our office and Guardian's secretaries process 20 to 30 checks at a time.  No one remembers this job specifically, but I don't believe anyone ever noticed the mortgage company on the check, as evident by the mortgage company name was not endorsed only the customers.
As to the amount of $8,284.12 charged to their "personal property check"; this amount was not charged in relationship to services rendered to the structure of the property.  It was a charge, submitted to the Public Adjuster and Insurance Company, for removing and disposing of contaminated personal property.  The charge was paid for by the insurance company for purposes of disposing of contaminated personal property.  I am enclosing a copy of our bill and time sheets. 
Guardian Restoration received three payments for this customer in total: one, $4,082.47 for the initial emergency service call to temporally secure the property, drain the pipes, and attempt to dry any wet affected structure; two, $8284.12 to remove and dispose of all contaminated contents throughout the property; and three, $101,000.00 to make repairs to the property.  
To date Guardian Restoration Inc. has sat down with [redacted]. [redacted] to share the above information and presented the customer with a complete and accurate copy of all paperwork and correspondence in reference to [redacted]. [redacted]'s file. 
Thank you for your help in resolving this matter is you have any questions please contact me at ###-###-####.
Sincerely,

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. 
I am still awaiting the results of the insurance claims, so this matter should remain open, and not be closed.
Regards,
[redacted]

To whom it may concern, 
  Guardian Restoration Inc, is taking this situation very seriously and are trying to make the customer satisfied. I have included two letters that explain our stand on this matter.
Thank You 
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:  I have been asking for the repairs to be completed since October of 2013. Guardian Restoration did send two workers to my home to make repairs. A small amount of repairs were completed in a hurry due to scheduling a 70th birthday party for my mother in November. As my family can be witnesses, there were a lot of repairs that needed to be completed. My family members who are retired from the field of home improvement, noticed many things that were either not completed in a professional manner or were not completed at all. Guardian Restoration did not return to my home until January 3, 2014 when I contacted them and asked if and when I could see the financial information that I had been requesting since August of 2013, since I was told that I would be in my home by June of 2013. Also on January 3, 2013 the heater malfunctioned at 11:30pm, this was the second incident with the heater, the first occurred in August 2013, water leaking from the heater. At that time I was told that it was the pressure gage and it would be replaced, to this date it has not been replaced.On January 29,2014, the thermostat malfunctioned on the heater I contacted the contractor at this time he sent someone out at 1:00am. Due to Guardian Restoration hiring the contractor I was told by [redacted] not to let them make any repairs in my home.  On January 17, 2014 I contacted [redacted] by text  and informed him of the problems that I was having.  January 27, 2014, I text [redacted] and asked if he could come out and take a look at my house, I also informed him that I was contacting my mortgage company about the situation. January 31, 2014, [redacted], [redacted] and [redacted] came to my home for a walk through to view and discuss my concerns. This was done so quickly that they did not need to see all that needed to be done...the comment from [redacted] was "Just do what needs to be done to make me happy and if needed they would work for me the rest of my life". They were to send someone out on the following Monday...that did not occur. On Friday February 7, 2014 I received a text from [redacted] an employee of the company, stating that he was at my house and he was there to do repairs. When I returned home, I did not see anything that was done. February 22, 2014 I met with [redacted], Finally receiving the financial documents that I had requested. There was no information pertaining contactor material expenses (I received that from the contractor). Basically the meeting did not go well. [redacted] stated that the contract said that they were to receive 20% profit..it does not state that. There is no way that they should walk away with close to $40,000.00, especially for the unsatisfactory job. I have 197 photos of things that were not completed, If you would like to view them I will be glad to send them to you. March 5, 2014 I received a text message from [redacted] stating that he would be at my house by 7:00am to install  front and back screen doors. [redacted] did arrive, I left my home and went to work. At 2:06pm on the same date I received a phone call from [redacted] stating that he received the complaint that I sent to Revdex.com,  apparently he was not happy. I informed him that I contacted Revdex.com, Attorney General, [redacted] Mortgage, [redacted] Insurance Company and filed a police report with [redacted] Detectives. He then asked me for the Detectives information, I told him that the detective had his information and would contact him. He in turn stated that he would contact the Internal Affairs Division on me because I am a Police Officer, he literally threatened me. That was very unprofessional on his behalf. I am trying to follow the proper procedures to get this situation right. but to threaten my job, I wonder what his business ethics are. he also had the leave my home without installing the screen doors. On March 22, 2014 they are scheduled to come out and make the proper repairs, I am not sure I want them to do that due to lack of professionalism that has been displayed. I have carpeting at my back door that was in my basement before the fire. I would like for Guardian Restoration to show me any paperwork with my signature that states I agreed to the 20% profit they claim that they are entitled to. , I have read it numerous times and have not seen it. For 20% profit I could have located a contractor on my own. I have other underlying issues with Guardian Restoration, I do not find them to be trustworthy nor professional.  I would like to have this situation resolved. Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: 
From their reply,,
"Additionally, we were contracted to secure the roof after the fire, with tarps again this was completed. However, this is temporary repair and it is the responsibility of the homeowner to complete the permanent repairs. From the best of our knowledge [redacted] has received his insurance proceeds and has yet to begin repairs at his property."
I am not looking a permanent repairs from Guardian, the temporary protection from water and my property keep it (DRY) from wet condition. They will not removed all garbage from my property, still 100's of bags left in my 1st floor. They already charged from my insurance company all this work.
Regards,
[redacted]

05/01/2014
To [redacted] or whomever it may concern,Guardian Restoration Inc. is very sorry for the situation that [redacted] and her family are currently going through. It is always our goal to leave our customers satisfied with our service and feeling they are more whole then...

when they started working with us. I do not know what transpired between [redacted] and [redacted]. [redacted] but I do [redacted] and I have for a long time. He has always been a kind and respectful family man, and though can no speak for him I am sure he is sorry for any misunderstandings that may have lead this situation to arrive at this point.To date Guardian has reached out to [redacted]. [redacted] and reimbursed for the items [redacted]. [redacted] intended to keep. [redacted]. [redacted] has agreed to help close this matter with you after you receive this letter.Thank you for your help resolving this matter is you have any questions please contacts me at [redacted].Sincerely

Review: A check was issued from my insurance due to my house being destroyed by fire on 11/07/2012. The amount of the check 101,000, the check needed to be endorsed by myself, my husband, the mortgage company and the adjuster. The check was sent to Guardian Restoration after being signed by the adjuster. Someone from the company stamped the check with the company name and signed the names of my husband and I. I, my husband or the mortgage company never saw the check. My first look at the front of the check was on 02/18/2014, the insurance company faxed me a copy of the front and back of the check with the signatures which are not mine or my husbands. I have been asking for financial statements from Guardian Restoration since August of 2013 none have been produced. There are repair issues that also have not been completed in my home to date. Also they stated that they were paid for Contents Removal out of the 101,000, I have a financial receipt from the adjuster showing that both the adjuster (17,250.00 total) Guardian Restoration (8,284.12) we're paid from my personal property check of 57,500.00. I don't think is ethical practicing on their behalf, it appears they were paid twice out of two separate checks, this information was supplied to me word of mouth by one of Guardian's employees. I have stressfully requested to them that they need to complete the restoration on my home which to date they has not been completed. I feel that Guardian Restoration have not lived up to their obligations at all.Desired Settlement: If Guardian Restoration will finish restoring my home, provide the money that was taken and provide financial statements, my husband and I will not prosecute .

Business

Response:

03/04/2014To [redacted] or whomever it may concern,As to the repairs at [redacted]. [redacted] is a customer of Guardian Restoration Incs. We repaired her house, after a fire, over the spring/summer of 2013. [redacted]. [redacted] agreed to let us repair her house on March 9, 2013. She had a few concerns in October 2013 after her house was completed I have walked through with her two times, each time there is something new that needs to be corrected, that we returned to correct. Currently I would request that [redacted]. [redacted] please include in an email, or letter, what items she would still like to be corrected, so we can address them promptly. Also, we stand by our work and will always address any legitimate issue that was our responsibility even after this issue is resolved. As to the endorsed check; I am including a copy of the agreement between Guardian Restoration Inc. and [redacted], on March 9, 2013 in which she gave Guardian Restoration Inc. permission to endorse payments for services on her behalf and deposit them into Guardian's accounts. This is a common practice in our office and Guardian's secretaries process 20 to 30 checks at a time. No one remembers this job specifically, but I don't believe anyone ever noticed the mortgage company on the check, as evident by the mortgage company name was not endorsed only the customers.As to the amount of $8,284.12 charged to their "personal property check"; this amount was not charged in relationship to services rendered to the structure of the property. It was a charge, submitted to the Public Adjuster and Insurance Company, for removing and disposing of contaminated personal property. The charge was paid for by the insurance company for purposes of disposing of contaminated personal property. I am enclosing a copy of our bill and time sheets. Guardian Restoration received three payments for this customer in total: one, $4,082.47 for the initial emergency service call to temporally secure the property, drain the pipes, and attempt to dry any wet affected structure; two, $8284.12 to remove and dispose of all contaminated contents throughout the property; and three, $101,000.00 to make repairs to the property. To date Guardian Restoration Inc. has sat down with [redacted]. [redacted] to share the above information and presented the customer with a complete and accurate copy of all paperwork and correspondence in reference to [redacted]. [redacted]'s file. Thank you for your help in resolving this matter is you have any questions please contact me at ###-###-####.Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because: I have been asking for the repairs to be completed since October of 2013. Guardian Restoration did send two workers to my home to make repairs. A small amount of repairs were completed in a hurry due to scheduling a 70th birthday party for my mother in November. As my family can be witnesses, there were a lot of repairs that needed to be completed. My family members who are retired from the field of home improvement, noticed many things that were either not completed in a professional manner or were not completed at all. Guardian Restoration did not return to my home until January 3, 2014 when I contacted them and asked if and when I could see the financial information that I had been requesting since August of 2013, since I was told that I would be in my home by June of 2013. Also on January 3, 2013 the heater malfunctioned at 11:30pm, this was the second incident with the heater, the first occurred in August 2013, water leaking from the heater. At that time I was told that it was the pressure gage and it would be replaced, to this date it has not been replaced.On January 29,2014, the thermostat malfunctioned on the heater I contacted the contractor at this time he sent someone out at 1:00am. Due to Guardian Restoration hiring the contractor I was told by [redacted] not to let them make any repairs in my home. On January 17, 2014 I contacted [redacted] by text and informed him of the problems that I was having. January 27, 2014, I text [redacted] and asked if he could come out and take a look at my house, I also informed him that I was contacting my mortgage company about the situation. January 31, 2014, [redacted], [redacted] and [redacted] came to my home for a walk through to view and discuss my concerns. This was done so quickly that they did not need to see all that needed to be done...the comment from [redacted] was "Just do what needs to be done to make me happy and if needed they would work for me the rest of my life". They were to send someone out on the following Monday...that did not occur. On Friday February 7, 2014 I received a text from [redacted] an employee of the company, stating that he was at my house and he was there to do repairs. When I returned home, I did not see anything that was done. February 22, 2014 I met with [redacted], Finally receiving the financial documents that I had requested. There was no information pertaining contactor material expenses (I received that from the contractor). Basically the meeting did not go well. [redacted] stated that the contract said that they were to receive 20% profit..it does not state that. There is no way that they should walk away with close to $40,000.00, especially for the unsatisfactory job. I have 197 photos of things that were not completed, If you would like to view them I will be glad to send them to you. March 5, 2014 I received a text message from [redacted] stating that he would be at my house by 7:00am to install front and back screen doors. [redacted] did arrive, I left my home and went to work. At 2:06pm on the same date I received a phone call from [redacted] stating that he received the complaint that I sent to Revdex.com, apparently he was not happy. I informed him that I contacted Revdex.com, Attorney General, [redacted] Mortgage, [redacted] Insurance Company and filed a police report with [redacted] Detectives. He then asked me for the Detectives information, I told him that the detective had his information and would contact him. He in turn stated that he would contact the Internal Affairs Division on me because I am a Police Officer, he literally threatened me. That was very unprofessional on his behalf. I am trying to follow the proper procedures to get this situation right. but to threaten my job, I wonder what his business ethics are. he also had the leave my home without installing the screen doors. On March 22, 2014 they are scheduled to come out and make the proper repairs, I am not sure I want them to do that due to lack of professionalism that has been displayed. I have carpeting at my back door that was in my basement before the fire. I would like for Guardian Restoration to show me any paperwork with my signature that states I agreed to the 20% profit they claim that they are entitled to. , I have read it numerous times and have not seen it. For 20% profit I could have located a contractor on my own. I have other underlying issues with Guardian Restoration, I do not find them to be trustworthy nor professional. I would like to have this situation resolved. Regards, [redacted]

Business

Response:

To whom it may concern,

Review: On August 8, 2013, there was a fire in the house adjacent to mine. I suffered considerable smoke and soot damage, and had to live elsewhere from the day of the fire through November 2013.Guardian's owner, [redacted], hired to clean and restore the property, told me everything removed from my home would be inventoried and returned. My insurance company, through an adjuster, paid Guardian handsomely to clean my home and its contents, including, but not limited to clothing, household furnishings, rugs, etc.Guardian's staff of very helpful, cordial young women, including [redacted], the owner's sister, who was in charge of the cleaning, provided outstanding service. They bagged everything in my house and removed the items for cleaning.There were several problems with my items. First, there was no inventory. How do I know this? When I asked for specific items, no one could tell me where they were, or when they would be returned. The cleaning specialist manager often told me when I asked for specific items, "Guardian doesn't clean" -- fill in the blank. An entire drawer of gloves was removed and has, to date not been found or accounted for, nor have several other household and personal items. If Guardian doesn't clean those items, why would Guardian's own staff remove them from my home? Why doesn't Guardian's staff know what Guardian cleans?In addition, Guardian's cleaning specialist brought many items of clothing as well as other household items--cushions, drapes, curtains--that did not belong to me!!! I returned all those items. This led me to believe that the same happened to my missing items. They were given to other customers who did not return them.Many high-end items were lost and damaged because of Guardian's ineptitude. I expect Guardian to do the right thing and replace them. I've provided detailed itemization of all lost/missing/damaged goods. I've been waiting for two months, supposedly for [redacted] to sign a check when he's back in the office. Really?Desired Settlement: Lost itemsHousehold $440Clothing $882Gloves $1601Total replacement cost for lost items $2,923Damaged goods--irreparable[redacted] (90 cm square) [redacted] Cashmere Scarf $1175 + Tax = $1,245Clothing, scarves $355Total replacement cost for damaged items $1,600Total amount due for replacement of all lost items:$4,523

Business

Response:

Date:

05/01/2014To [redacted] or

whomever it may concern, I am sorry that the situation with [redacted]. [redacted] took as

long as it did to resolve. There where many factors to review and several

levels of management that this claim had to be processed through to get a

reimbursement of this level approved without understanding of the situation. To date we did complete our investigation and submitted a

reimbursement check to [redacted] for the items that Guardian and [redacted].

[redacted] agreed where damaged or lost directly by Guardian. We are also

submitting the remaining items, that were not damaged by Guardian but should

have been paid for in the original claim, to the insurance company for

converge.Thank you for your help

resolving this matter is you have any questions please contacts me at

###-###-####.Sincerely,

Consumer

Response:

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

I am still awaiting the results of the insurance claims, so this matter should remain open, and not be closed.

Regards,

Review: I had a fire on the 14th of March.Guardian restoration was suppose to clean and dispose of any items that I did not what.I was told to write down what I wanted to keep and they will trash the rest.I specifically asked them{which is in writing} to not throw away anything that is on the floor in my closet and to throw away the top shelf only.They things on the top shelf was saved and the floor items were thrown away.I contacted the owner about my toiletries,paper towels,my safe{that holds birth certificates,among other personal items} and nursing supplies.All of these were on the closet floor.I asked [redacted] why was my nursing equipment on my kitchen counter ad it was suppose to be stored.I also asked him why was the toiletries thrown in the trash when I asked for them to be stored and if you did throw them away...why not ask me first?"He responded{Verbatim}"[redacted].I asked him was this professional coming from the owner of a company.I also was driving with my 2 younger kids in the car who was actually there and escaped the fire.When he said this to me over the phone,my 6 yr old started crying asking me [redacted]Do he know that we don't have any thing left and all my barbies are gone?[redacted]I pulled over and cried and told my 2 kids that I do not know why someone would be so mean as to say those things.I also know about customer service and to experience a lost is very emotional daily but to have someone say it was a good thing and we deserved this is an outrage..especially with my 2 kids in the car that heard this.As he was saying these things,my son who is 10{We call him a hero because he was the one who woke me up and said it was smoke in the house!}said why would someone wish that on us and why was there someone laughing in the backround when he was saying those things?I have been a nurse for 23 years and I deal with all types of situations daily,but I have NEVER disrespected ANY of my clients,nor called them out their name.This is what I signed up for and I put myself into other peoples shoes so I am able to understand and relate...NOT JUDGE or CRITICIZE.This was not only unprofessional but it was a very ignorant and cruel thing to say.Desired Settlement: I would further like an apology,and reimbursement for any items that was thrown away without my consent.I tried to compose myself in a professional manner when he said those mean thigs to me because I have to show my kids that there are some people out here that will say and do mean things,but when you are an adult with a well known company...there is no excuse what was said to me!

Business

Response:

05/01/2014To [redacted] or whomever it may concern,Guardian Restoration Inc. is very sorry for the situation that [redacted] and her family are currently going through. It is always our goal to leave our customers satisfied with our service and feeling they are more whole then when they started working with us. I do not know what transpired between [redacted] and [redacted]. [redacted] but I do [redacted] and I have for a long time. He has always been a kind and respectful family man, and though can no speak for him I am sure he is sorry for any misunderstandings that may have lead this situation to arrive at this point.To date Guardian has reached out to [redacted]. [redacted] and reimbursed for the items [redacted]. [redacted] intended to keep. [redacted]. [redacted] has agreed to help close this matter with you after you receive this letter.Thank you for your help resolving this matter is you have any questions please contacts me at [redacted].Sincerely