Pure Restoration Inc

"Thank you so much [Member Name Removed] , we appreciate your kind words. We are very happy that you are pleased with the outcome of the job. It means a lot to us to hear such good things from our Clients. It was a pleasure working with you. Thank You Again! Pure Restoration, Inc."

"This client contacted us in November of 2018. We went onsite, free of charge, and we were prepared to provide the client with a free estimate. However, the client told us that he needs an estimate for his insurance company. This is called an Xactimate. It'[Member Information Removed] a tedious process that takes countless hours & back and forth negotiations with the insurance company that can go on for weeks, if not months, until a settlement is reached. This is not a free service. It takes a lot of time and effort! We gave the client two options, either he can choose to pay an $800 service fee for this specific Xactimate, which he did not want to do, or he could sign off on a work authorization form, which would cost him nothing. The work authorization form would allow us to work with his insurance company on his behalf, and as a result, once a settlement is reached, it would guarantee that our company would be the hired contractor to do the actual work. However, if the client decided not to hire us for the actual work, after all the time we spent negotiating with the insurance, then the client would be responsible to pay us a fee for our time & services in dealing with the insurance company. This is not unreasonable. The client did not want this option either. He wanted to get the funds from the insurance, and then he'd decide what to do with the funds. Unfortunately, business does not work that way. This client is upset that he didn't get what he wanted, so as a result he gave us an F rating, which is unreasonable. You shouldn't try to affect one'[Member Information Removed] business just because you didn't get what you wanted."

"Dear Valued Client, We are very sorry that you feel we were unprofessional in answering your questions, as we take great pride in our customer service. After having done some research, to find out what exactly went wrong with our communication, we found that: You called our office regarding what you thought may have been mold in your bathroom. We asked you to take a few photos, and e-mail it to us so that we could have our inspector review it. On 2/28/17 you sent the photos to us via e-mail. We responded letting you know that your email was received, and that we'd get back to you once our inspector had a chance to review it. You followed up with us the next day, on 3/1/17 and we responded letting you know that our inspector had not been in the office, due to a family emergency. We stated that we had not forgotten about you, and that we would contact you as soon as the inspector was back in the office. On 3/3/17, our representative submitted an e-mail to you, answering your questions, after having reviewed the photos with our inspector. We later discovered that the e-mail did not get to you because of an error that was made with the e-mail transmission. Once we realized you never received the e-mail, we apologize for the mistake and we promptly resent the email, and you confirmed that you had received it. After confirming the receipt of our e-mail, you did no contact us or mention anything else. We assumed your questions were answered and that you had no further inquires. It did not take us 2 weeks to get back to you. We promptly replied to every single one of your e-mails within less than an hour of receiving it. We have all the e-mails correspondences proving so. In addition, you were always free to call our office, if the e-mail responses were taking too long. We do not think giving us an "F" grade, for an honest mistake, was necessary and would like to ask you to please re-consider, as it affects our business. Best Regards, Pure Restoration Inc."