"Ms. [Member Name Removed], I am very sorry to hear you had a less then satisfactory experience. We always strive to provide exceptional customer service and try to use any circumstances where we come up short as a learning experience. With that in mind, I searched our database and call log for both your name and address and was unable to find any matches in our system. Are you sure it was our company? According to your review, we received poor scores for price and quality, does that mean we actually did work for you? Once again I am sorry for you negative experience, but I do not think it was our company."

"Thank you for giving us the opportunity to serve you! Greatly appreciated."

"First and foremost, I would like to apologize. We at All Pro are constantly trying to exceed customer service expectations. as evidenced by the many awards and recognition we have received for outstanding customer service, but in this case we failed to do so! I am sorry that we did not meet your expectations. In regards to the specific issues, while working in your very tight attic, my technicians damaged the ceiling in the room below in 2 spots. While it was an accident, nonetheless, we felt horrible it happened. In trying to rectify our mistake we sent our repair crew up the very next day and they performed the ceiling repairs. As a customer service gesture, we also repaired and painted the ceiling in the bedroom which was not part of our scope, at no charge. In regards to our price, you approved our estimate prior to our starting the job. While the 1st test did fail, we immediately returned and re-cleaned the areas at no additional cost. Once again, we are sorry for our less than stellar performance and would be happy to return and correct any issues to your complete satisfaction. Thank you, Tom Avezzano Owner All Pro Cleaning & Restoration"

"First and foremost, we would like to apologize for not responding to your call promptly. The initial call was reported to us by our answering service on a Sunday at 1:23 pm. Your call was not returned until 2:40 pm that same day. As I explained when I personally called to apologize that afternoon, for a company that prides itself on prompt service, that was an unacceptable response time! Unfortunately, our answering service did not flag the message as a priority call, and I personally did not see the email that is generated as a backup until later that afternoon. We received an extremely high volume of claims that day, and all of our crews were tied up on existing losses and we were unable to provide service that day, nor could we guarantee the next day. We are a highly regarded and trusted company by most of the major insurance carriers, so while we cannot always be available to service all claims we are called for, there is no excuse for not responding and informing you sooner than we did. We have spoken to our answering service and hopefully we have corrected the issue. Thanks Tom Avezzano President All Pro Cleaning & Restoration"

"We are truly sorry that your experience with All Pro was less than 100%satisfying. We did feel the need to clarify a few issues: The use of dry sponging is essential in the soot/fire cleaning process on painted surfaces. This dry sponging process aids the odor removal issue in 2 ways: first it eliminates soot which has odor and it cleans the painted surface so it can be coated with odor/stain blocking sealer. If not removed the odor/staining soot would bleed through the paint. All our billing on insurance claims are based on the accepted rates of that insurance company. We had 5 technicians, air scrubbing machines and materials."