Disaster Restoration Squad Inc

One of our toilets overflowed for about 2 hours on Saturday, January 17th before we got home and discovered the damage. By then it had spread to 3 carpeted bedrooms and traveled under all of the wood flooring. We called Disaster Restoration at the recommendation of our building management company. They assembled a team of 4 employees and were at our condo within 2 hours of the phone call (not too bad considering they were coming from about an hour away from us and it was a Saturday night). They promptly got to work with water sensors to check the extent of the damage. They pulled off baseboards, wet vacuumed the carpets, and strategically placed numerous blower fans (very loud) and dehumidifiers all over the condo. We were instructed that they'd be back daily for the next several days to check on the drying process and re-configure the blowers. All of this went as planned and the carpets and floors were totally dry within 3-4 days. I have no complaints about the damage control part of the process as they did exactly what they had verbally outlined to us on the first day. What I do have a complaint about is the horrible communication of this company. I promptly filed a claim with our homeowner's insurance company and neither our adjuster or I could reach the lead person (Kyle) on the job once the drying was complete. To this day (2 months later) I have not received anything in writing from them regarding the work they completed. That said, I assume if they wanted to get paid they have probably, by now, contacted my insurance adjuster but I'm really not sure. I called the office at least 3-4 times in the two weeks following the damage and was told that the report was being completed and that Kyle would call me back. I never heard back from them after that. Now I understand that the nature of this business revolves around emergency calls and that schedules can change at the drop of a hat. What I don't appreciate is that they never called to tell me they weren't coming at the appointed times. I waited for more than an hour on Sunday for them to come and check the drying, only to finally get a hold of their office manager to be told that he had an emergency call that he needed to respond to and didn't have my phone number to call me to reschedule our appointment. Again, this is just terrible customer service and communication. I also feel that we should've received a copy of the final report showing what they billed for their services (even though my insurance company was paying them directly). This is why I did not fill out a number for the cost above. I have no idea what was billed and agreed to by the two companies. It also bears noting that I was initially going to use them to do the reconstruction in the condo. After seeing how bad they were with communication and how they seemingly dropped off the face of the earth once the drying was done, I reconsidered and hired another company to replace the floors and damaged baseboards.

The job overseer did not keep track of all the details and thank god their sub contractors are so darn good! The owner caught the mistakes made and jumped in to correct everything to our satisfaction.

A plumber did not correctly attach a pipe in the kitchen during our renovation process, resulting in the pipe bursting in the wall adjacent to the master bedroom. I called the carpet company to find out who they recommend for this sort of clean-up after we unsuccessfully tried to dry the carpet and pad out ourselves. I knew we had only 24 hours before mold started to grow. The receptionist was courteous and thorough. And I received a call from the service specialist, Kyle, immediately. He arrived on the scene exactly when I needed him to, tested the damaged area for wet carpet, carpet pad, and wet drywall, and recommended the best and most cost-efficient approach to handling the situation. He gave me best and worst case scenarios so I could make an educated decision. After removing the damaged carpet pad, he also removed base boards in affected areas for optimal access to the damp drywall. Then he set up adequate blowers and a dehumidifier to dry out the affected areas. We left these running for 24 hours, and when he returned, we were all happy to see that the rug and walls were dried out - no mold would form from this unexpected plumbing accident. (And yes, the plumber fixed the issue with the pipe as well.) I can't say enough about Kyle's timeliness, kindness, courtesy, professionalism, patience with frustrated home-owners-under -renovation, promptness, and desire to help folks in an emergency. Thank you, Kyle! Next we will have the repair crew reattach the base boards, and the carpet company will come and install new pad and reinstall the dried-out carpet, which is only a year old! YAY!!!