911 Remediation

They were wonderful. I got them from Angie's List. They actually gave my husband a hazmat suit so that he could also go under the house. Then they had somebody within their company take 10 feet of rusty pipe out. We were without water for 2 days. Then they found a plumber for us who spent 6 hrs under the house repairing that pipe. It was the pipe that takes everything from both bathrooms and kitchen. It's that one pipe that joins everything together so everything had to be connected to all the other pipes that feed into that. The mold remediation was $1200. I had got bids anywhere from $300 to $2500. They were really great to work with. They did what they said they were going to do. Claudio was their project manager. He commandeered everything and he was amazing. He was very thorough. I think their pricing was very fair.

We had a choice of contractors to put things back. We signed a contract with 911 Restoration because they promised to start right away and finish quickly. After a week at a hotel and the rest of the time in one room of the house, a fast turn-around was appealing. Contract was signed on 3/24 (Monday), they demanded and got half of the money up front. They promised to start on 3/26 (Wednesday). No one showed up. Calls to contractor went unanswered, same with texts, emails, voicemails. The next day we finally heard from their representative, Elad Beja. He apologized and promised to get to the bottom of it. He sent one worker to start work on Friday. They worked the following Monday-Wednesday, and at that time promised they would have the house done by Saturday (we had to re-schedule my son's birthday party). Today it is Friday, and again no one showed up, no one called to say they were not coming. Calls were not answered, nor were emails. I contacted the company's headquarters and lodged a complaint with them. They are at least 3 days from finishing the work. The most frustrating thing is the lack of responsiveness. When after hours of trying someone finally answered their office phone, it was a person who had no idea what was happening, and all he could offer was that he would try to reach Elad.
It is now 3 pm on Friday and still no word from contractor.

They did come when they said that they would. However, when they cut the wet carpet out, the cut beside the seam, instead of on the seam which was a little strange. They were efficient and professional and did get the job done. The even left blowers for me as well to help with the water clean up.

I woke up to the sound of what I THOUGHT was rain....turns out it was raining INSIDE the house.  Of course if was 4:00AM in the morning and I freaked out!! I jumped on the internet and found 911 East Bay Restoration and even at the early AM hour, called right away.  Hey, it said 24/7....
A courteous (and sleeping) gentleman named Elad answered the phone and had a team dispatched within ten minutes.  The response was immediate and within 45 minutes two professionally dressed, ready to work gentlemen were at my door.  Jamie Ceja and Art Richards arrived promptly at that early morning hour.  They got right to the point and right to work.  They had the entire damaged area surveyed, 'contained', and drying within one hour of their arrival.  
They returned later that day to check on the sight and meet with the very meticulous Insurance Inspector.  Jaime and Art handled him with the gracious expertise of high level professionals.
I HIGHLY recommend that if you have a water/mold, etc situation like mine....these are the folks to call.  Susan L.

The sales person, Jacqueline, came over and did a site inspection, and quoted me $850 (their minimum charge) to repair two areas where she said the drywall needed to be removed. Maybe it was just a turn of phrase (or perhaps I should have been on my guard), but she kept saying “Trust me, this is the best price around”, and “I’m going to be honest with you”. Maybe it’s a fair price, I don’t know. Regardless, I scheduled the work, and her technicians came over a few days later.
There were four issues:
One: I checked in with the technicians towards the end of their work day, and asked when they were going to install the replacement drywall. They asked me to call the office about that. So, when I spoke to the office, I was told (by Jacqueline) that the quote included the REMOVAL of the damaged drywall, but did not include REPLACING it with new drywall. What? Did she think I would like to have two open holes in the garage walls afterwards? Seems to me that that’s a pretty important piece of information to tell the customer when you give the quote. She said she had told me that. Yes, I know she talks fast, but I don’t see how I could have not heard something as important as that. If she’d talked about it clearly, obviously I wouldn’t have called the office to ask when the replacement drywall would be going in. Hmm.
Two: The technicians forgot to remove the smaller of the two areas of drywall. The plastic sheeting was set up correctly to cover both areas, so presumably their intent was to remove both. And the $850 quote covered both. After the work was done, and I called back to ask about replacing the drywall, Jacqueline agreed to remove piece they forgot, but I didn’t hear anything from them for about a week, so I called again to try to get it scheduled.
Three: Perhaps the site inspection was not thorough. In fact, there were two (small) additional areas that appeared to have mold. These other two areas were not included on the $850 quote, because they were overlooked.
Four: OK, so misunderstandings can happen, and things can get overlooked, but what happened next really irritated me: when I called back to ask about replacing the drywall, Jacqueline got defensive, didn’t listen, was extremely rude and offensive, and actually hung up on me. Hmm. Sure, there was a misunderstanding, but please, let’s have the courtesy to listen to each other and work through it. That conversation didn’t exactly paint a picture of professionalism.
Frustrated, I was able to reach the manager, Erez Gilad, who was willing to listen and to help restore my confidence. (No, they didn’t replace the drywall – I did, on my dime). He had Marco come out and inspect the garage. Marco said the small area that was forgotten was not actually mold, and treated it by simply applying a liquid antibacterial agent from a spray bottle.
He also just sprayed the two small additional areas. Since these three areas were actually NOT mold, and were easily treated with the antibacterial agent, I have to wonder … Was there actually any mold on the area that 911 Restoration DID remove? Could THAT area have simply been sprayed, too, instead of removing the drywall? Or were they just trying to squeeze $850 out of me? Overall, it all doesn’t sit well with me.
My advice: Understand that 911 Restoration does not actually “restore”. They remove drywall. They’ll replace it for an additional fee (about $900 in my case). Consider using antibacterial agent instead of calling them. OK, so it's a no-brainer, but at a minimum, make sure the site inspection is thorough, that you know what’s included in the scope of work, and that all the work is actually completed. Or consider getting a quote from SERVPRO. I’m not a big fan of franchises, but their tagline is: and quot;Like it Never Even Happenedand quot;, which sounds like a pretty good idea. But do also ask THEM whether they, in fact, replace the drywall, what they charge for that, then make your own decision.
Good luck.

I've decided to use this company for air duct cleaning in order to make this air purifying project 100% successful! I'm very pleased with the final results! I would definitely recommend this company to anyone!

We moved into a house whose ducts had never been cleaned. In one floor grate, it looked as if an animal had vomited in it. I thought we'd have to replace it but Giovanni and Jason did a fantastic job cleaning everything, working around boxes and also cleaning the dryer vent. They were prompt professional and nice folks to have around. They were out of the Santa Clara office.

We had a sewer leak under our kitchen and laundry room. 911 was hired to remove the water so that the plumber could get underneath the house to repair the damage. The owner estimated the job,. but once the work crew arrived they got under the house and determined that it would take twice as long and cost twice as much as estimated. At that point, we needed the water removed so we were stuck. The crew worked hard and did a good job. They left two bags of absorbent, claiming it was for the plumber, but the plumber was mystified and had no use for them. Now we have to dispose of the heavy bags. When I called afterwards for a detailed invoice they were very accommodating and emailed it right away.