Professional Restoration

Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ This is quite bothersome to Professional Restoration as we strive to assist property owners with all there emergency needs with the most integrity and care possible. The home owners loss came in at a time we where very busy we had actually been... scheduling 2 weeks out due to work load. This job was accelerated because the home owner was elderly. Upon arrival our project manager walked the project and explained to home owner what needed to happen and the cost would be roughly $1900. We began work on 7/1 removing contents as directed by home owner. Home owner then asked us to stop because she had errors to run. We explained that we where very busy and stopping with out completing may cause a delay in completion do to our work load. Home owner explained she has plenty of money and we will come back if we want her money.When I called to reschedule I explained money had nothing to due with when we could come back and I hand one opening the next day Saturday the 3rd home owner then explained she would not be available because she had a hair appointment. I again explained with the work load availability was scarce. Home owner did not care and we finally scheduled for the 10th. Techs began work according to the scope home owner and project manager discussed. Home owner then called in asked us to preform more work than originally discussed I again took this call. The work home owner was requesting would require environmental testing and additional cost home owner began to yell about the cost and that she was told it would be 1900 and now it will be more and she is not paying. At that time I informed home owner we would remove our selves from this project and bill fro services rendered. I have attached the 2 work orders dated with the time spent on site and drive time to validate hours charged. We at Professional Restoration hate to have an unsatisfied customer at any time for any reason so we are willing to reduce the bill by $500 in hopes of closing this file. Initial Consumer Rebuttal / [redacted] (4200, 9, 2015/10/06) */ The business did call me this morning and was very adamant about billing me only $1435.00, and that they were taking off $500. I was never mean to the 2 techs that came out. I never yelled at anyone and I NEVER said that I have alot of money. I merely stated that money is nothing, meaning that my health is more important than money, because I had to go to the hospital for one of many appointments. I always pay my bills, but the invoice shows that they are billing me for time they weren't in my home working and they want to sum it up as 'drive time'. This bill should have been for alot less. When the business called this morning, the man asked me to pay by credit card, and I said that I would send a check in, only because I felt as though I was being bullied into accepting the reduced amount. I feel that it should have been reduced by a little more. It's just another person taking advantage of an ill stricken elderly woman.

Initial Business Response /* (1000, 5, 2015/07/14) */
We at Professional Restoration value each and every one of our customers and take complaints very seriouslyThe first time the homeowners expressed their concerns to our company a walk through with the Structure Division and the Mitigation
Division managers was scheduledAfter that meeting a timeline of project and cost breakdown was provided to the homeowner by the assigned estimator and project managerAt this time the management team also addressed the homeowner's concerns with the contents stored in the garage and explained to the homeowners that after construction was complete and the furniture was moved back into the home the same management team would meet with the homeowners to go over any damage to furniture and address it at that time
During the second walk through with both division managers and the homeowners to discuss repairs needed for the furniture, a list was noted of the damages that they were concerned withAt that time the homeowners were informed that we would schedule for the repairs to be taken care of by a furniture repair company after the construction punch list was fully completedDuring this meeting it was brought to our attention that the incorrect carpet was installedOur structure division manager looked into complaint, found that it was not the correct carpet to be installed and placed the order for the correct carpetAt this time the structure division manager met with the assigned estimator and project manager and he requested that the homeowner be contacted to schedule a walk through with the homeownerWhen the estimator reached out to the homeowner to schedule a final walk through to create a final punch list of items to be scheduled, as the majority of construction had been completeThe homeowner at this time refused to perform a final walk through and only wanted the bottom line costs
The project manager has been in contact with the homeowner and sub-contractors from the start of the projectA timeline was provided to the homeowner and a cost break down for the individual items in the estimate for materials was providedInsurance companies pay for like kind and quality of materials and the estimate is unit priced based on existing materialsWe have met with the homeowner on numerous occasions to go over list of concernsThe new carpet was installed on 7/7/Final punch list was agreed on 7/8/The final punch list was completed on 7/9/The project manager and the sub-contractor have both met with the homeowner to go over final punch listDuring the completion of the final punch list the homeowner started to add more items even after having an agreed punch listWe have addressed these items as wellA final cleaning of the property was completed on 7/9/
We have offered the homeowner $for the damage to their couchWe have requested a list of food items so we can reimburse the homeowners for these items alsoThe furniture damage and the damage to railing is being handle by upper management and will be scheduled and handled now that the construction is complete as previously agreed with the homeownerWe have never been in the practice of treating a homeowner's personal property with an "oh well" attitudeWe took their complaints seriously and met with them scheduling for the repairs to their furniture to be done after the construction was complete in their homeWe take every pre caution we can to keep our customers belongings safeWe strive to give and keep a workable schedule for all projectsIn this instance we were able to complete the majority of the construction in the 8-week time frame that we had given the homeowners for the length of this projectWe do apologize for the incorrect carpet being ordered and installed in their home, but we did re-order and install the correct carpet putting us slightly out of the schedule for final completion of the project
Please feel free to contact us with any other information needed in regards to this project
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Paragraph says a timeline was providedThat is falseA timeline was never providedGeneral notes were given by the project manager in attempt to silence our requests for thisThis list didn't contain the items in the scope such as ozone machines to be installed, which was never done despite our numerous reminders to the project manager for this to be completedThis "list" wasn't given until 5/15/15; our fire occurred on 3/24/The materials cost wasn't provided until 5/27/
During our second walk through with the division managers they told us they would get back to us in hours to tell us "how they could make this right." I had to contact them 1/weeks later because I still had not heard anythingIt also say that during this meeting it was brought to their attention that the incorrect carpet was installedThis too is falseThis was part of the reason for this meetingWe told the project manager that the carpet was incorrectHe made excuses as to whyThe day before our meeting with the division managers, the project manager came to our house to try and convince us that he put in a superior carpet and that we should keep the carpet they installedThis carpet did not match the rest of the carpet in the house and was not what was requestedWe were once again not happy with his excuses and lack of respect so that is one reason we called this meeting with the division managersAfter a week of being told they couldn't find the carpet because it was discontinued, and they were trying to figure out if they could find it at all, we spoke to the flooring people at *** *** (where we told them we got the carpet in the first place) and had the carpet located within a half hourWe then provided Professional Restoration with this information
This says, "The homeowner at this time refused to perform a final walk through and only wanted the bottom line costs." This is not only false, but this is a flat out lieWe have text messages to the project manager requesting a final walk through be done and have his reply backWe can prove that Professional Restoration is giving information in this response to the Revdex.comTherefore, how can any information given by Professional Restoration be perceived as the truth when the information given to the Revdex.com by Professional Restoration can be proven to be blatantly falsified
"Final punch list was agreed on 7/8/The final punch list was completed on 7/9/15." Again this is falseA final walk through to create a punch list (which we were told from the beginning would be done with someone from Professional Restoration) was never doneWe were told by the Project Manager, just text him items that we came up with on our own which we didThere are items that we showed them from the beginning that the Project Manager said would be addressed that never wereThe Project Manager never verified this was completedWe were told these items would be addressed by the sub-contracted company but we were still under the impression a final walk through would be done by Professional RestorationSo then how could any final punch list be agreed on if we never did a walk through?
"We have offered the homeowner $for the damage to their couch." Not trueDuring our meeting, as stated before, the division managers said they would contact us within hours but didn'tAt that meeting we gave them the approximate cost of the couch, about $(it is actually $835.91)When we called back, 1/weeks later, he said they would just pay us the value of the couchHe appeared irritated that I even bothered to call him but we never agreed on any costHe said we were supposed to get him the value of the materials in the freezer and we ended the phone call
"We took their complaints seriously..." That appeared true at first as long as they were in our homeAfter they left we seemed to be nothing more than a bother to themNot good customer service
"We take every precaution we can to keep our customers belongings safe." againThe first time we met with the Project Manager we explained the concern with our railing and how I spent hours upon hours sanding and staining that railingI stated that if they need to remove it or do whatever, please do not damage itWe were told that there would be no damage done to the railing because there would be not reasonWhen the contents were moved to the garage, we came in and found damage to the railingThe Project Manager stated that the damage was caused because they had to pass things over the railing and that it was "just wear"Our stairwell is open in a way that no item should ever touch the railing while being movedWe moved everything in, why couldn't they move it out without damaging anything? Aren't they supposed to be professionals? And if they did have to pass things over the railings, why wouldn't they cover the railing or remove it entirely? We discussed this specifically with the Project ManagerSo you cannot say that you "take every precaution you can to keep your customers belongings safe." This is why dressers were stacked on top of each other, scratching the surfaceThese are the basics as well as common senseBut what it is, is a summary of the attitude of Professional Restoration: No care is given to the customer as long as the job gets done and they get paid
Still waiting for the furniture person to come fix the railingThe reply from the Project Manager was, "I don't know yet."
Final Business Response /* (4000, 9, 2015/07/30) */
Professional Restoration has agreed to pay the homeowner the full value of the couch ($835.91)Professional Restoration has also agreed to pay for the contents of the garage freezer in the amount of ($150.00)Professional Restoration has also agreed to reduce the homeowners final invoice amount by ($1000.00)Final walk through was performed on 7/30/with both homeowners and the estimator and project managerWe have come to an agreed final punch list and will perform accordinglyThe project manager is meeting the furniture repair company on 8/04/We will complete punch list items by 8/07/The swamp cooler duct work is being completed on 7/30/inspection is scheduled for 7/31/
Final Consumer Response /* (2000, 11, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I don't like the fact that we had to report to the Revdex.com to get this resolvedProfessional Restoration has completed the work that they started, but we are not happy with what it took to get it doneThey addressed the issues they created, and offered to do what they could to try and resolve the problemsOur wish for this is that Professional Restoration takes a good look at their practices to find out how and why these problems occurredWe hope that Professional Restoration does what they can to make sure this doesn't happen to anyone elseWhen people rely on this company to get their lives back to after a flood, or fire, or whatever, Professional Restoration should do what they can to help those people get back on track, not make things worse

Initial Business Response /* (1000, 5, 2015/07/08) */
We at Professional Restoration value each and every one of our customers and take complaints very seriouslyAs the homeowner stated we did offer a verbal estimate when they called our officeIt was stated very clearly on multiple occasions
that "this is a rough estimate based on information given to us by the homeowner until we could perform a site inspection at the property"Due to the large volume of work we were handling because of the freeze it was not possible for us to do a pre inspection at the homeowner's location miles from our shopWe do not have the ability to quote exact numbers until we see the actual affected area as well as materials within the home that are affectedAt this time it was also stated that it would be considerably less expensive for the homeowner to handle this loss himself due to the fact this was an unfinished basementAs you will see in the attached email chain we have responded to all of the homeowners emails in a prompt and polite mannerAfter adjusting the invoice once we did choose not to re inspect the property due to the fact the homeowner accused Professional Restoration of stealing a ft extension cordWe made multiple trips to this property in an attempt to resolve this matter to find out the homeowner had misplaced this cord and subsequently found the extension cord stored in a different location within the home As to the measurements of affected materials within the estimate, this is based off of what our technicians actually removed and replaced and verified by the square foot of material purchased with square feet returned to our shop
It is our conclusion that we have been more than accommodating to all of the homeowner's requests throughout this projectWe have provided MSDS sheets as requested directly from our supplier of the stated insulation and we have also attached this information as well as purchase receipt of insulation showing the square footage purchasedIt is very unfortunate that this issues has come to this point after multiple attempts to resolve this issue as seen in the email chain attachedWe have also attached the Certificate of Satisfaction signed by the homeowner after work was completedWe use this document to avoid this exact situation and the homeowner at the time of completion has the opportunity to discuss any concerns that they haveIf no concerns are presented to us to address the homeowner signs the Certificate of Satisfaction stating that the work completed at their home was done to their satisfactionIf there is a concern we want to address it before the job is deemed completeDue to the fact that we provided all requested documentation to the homeowner regarding services rendered and the fact that they had signed our Certificate of Satisfaction we had to send the homeowner to collections in attempt to collect on services renderedThe home owner has now waited months to voice these concerns after receiving notification of collection efforts
Please see attached documentation for verification of all communication previously with the homeowner regarding their stated, concerns as well as documentation of purchase and Certificate of Satisfaction signed by the homeowner at time of service

Initial Business Response /* (1000, 5, 2015/10/05) */
This is quite bothersome to Professional Restoration as we strive to assist property owners with all there emergency needs with the most integrity and care possible. The home owners loss came in at a time we where very busy we had actually been...

scheduling 2 weeks out due to work load. This job was accelerated because the home owner was elderly. Upon arrival our project manager walked the project and explained to home owner what needed to happen and the cost would be roughly $1900.
We began work on 7/1 removing contents as directed by home owner. Home owner then asked us to stop because she had errors to run. We explained that we where very busy and stopping with out completing may cause a delay in completion do to our work load. Home owner explained she has plenty of money and we will come back if we want her money.When I called to reschedule I explained money had nothing to due with when we could come back and I hand one opening the next day Saturday the 3rd home owner then explained she would not be available because she had a hair appointment. I again explained with the work load availability was scarce. Home owner did not care and we finally scheduled for the 10th. Techs began work according to the scope home owner and project manager discussed. Home owner then called in asked us to preform more work than originally discussed I again took this call. The work home owner was requesting would require environmental testing and additional cost home owner began to yell about the cost and that she was told it would be 1900 and now it will be more and she is not paying. At that time I informed home owner we would remove our selves from this project and bill fro services rendered. I have attached the 2 work orders dated with the time spent on site and drive time to validate hours charged. We at Professional Restoration hate to have an unsatisfied customer at any time for any reason so we are willing to reduce the bill by $500 in hopes of closing this file.
Initial Consumer Rebuttal /* (4200, 9, 2015/10/06) */
The business did call me this morning and was very adamant about billing me only $1435.00, and that they were taking off $500. I was never mean to the 2 techs that came out. I never yelled at anyone and I NEVER said that I have alot of money. I merely stated that money is nothing, meaning that my health is more important than money, because I had to go to the hospital for one of many appointments. I always pay my bills, but the invoice shows that they are billing me for time they weren't in my home working and they want to sum it up as 'drive time'. This bill should have been for alot less. When the business called this morning, the man asked me to pay by credit card, and I said that I would send a check in, only because I felt as though I was being bullied into accepting the reduced amount. I feel that it should have been reduced by a little more. It's just another person taking advantage of an ill stricken elderly woman.