RESTORAID DISASTER RESTORATION

"We are sorry that you feel your carpet seam and installation was not satisfactory, but we are glad your are pleased with the hardwood floors. Regarding delays, unfortunately this was a factor of your insurance company and approvals for the carpet replacement per your request and your particular insurance company requires that we have written approval before starting any work. During the process we updated you regarding messages and voicemails we left, even asking for assistance ultimately to get the process approved. While it did take some time, this was partially because of a catastrophe event in your area that delayed approvals from your insurance company. Once we started, we used the same contractor that you were pleased with and possibly the same installation team that you selected 5 years prior for the carpet installation, so as to make the process easier. After installation you expressed concern with the seams of the carpet, indicating to me that you did not have seams prior. I then not only reviewed the matter, but requested the worksheet from the original carpet 5 years prior, confirming that the seams were in the identical location as placed in this instance. Still, I asked for an inspection to assist. Upon inspection they felt that the seams were appropriate for a Berber carpeting (because it is constructed with loops of fiber, any seaming process requires the cutting of those loops). When you requested additional action we then had a certified carpet mill inspector visit the job to assist. An inspector is an approved resource regarding matter of carpet warranties, installation claims and color issues and is frequently used to determine responsibilities in claims and [Member Information Removed] matters. They are an impartial source on all matters regarding flooring. In his review he felt the seams were well done and even commented to me that the installer tried to match up loops to make the seam look better as well. At first he had difficulty finding the seams, although a quick measurement of the room quickly led him to the correct place. Still, he spent 2 hours onsite reviewing every aspect of the work and even cleaned the carpet due to a concern of a darkened area in an initial email from you. He found that this was the result of a shadow line from your couch after moving the couch and taking pictures. Ultimately he felt that the work was good and was well within guidelines for any carpet installation. He said that the only way to improve upon the seams would have been to select a carpet other than a Berber initially. Still, he felt that as the loops of the carpet would lay down with minimal traffic, the seams would be difficult to determine. When you again requested additional action, we responded and asked for involvement from the insurance company who again requested an inspector report and pictures of the carpeting. They too brought in a third-party for involvement and determination. Ultimately, after their review, they confirmed the inspection report as well. Regarding payment procedures, per our work authorization and project disbursement guidelines, payment is upon completion. Although I am sorry that you feel the seams are of poor quality, after three visits and confirmation from a carpet manufacturer trusted, certified inspector that the work was of good quality, we have no other remedy available."

"Member, I appreciate your response in this matter. It was on honor to be let into your home to do work and I am glad we could solve all your problems. If there is anything we can do in the future please let us know. Keith Desserich RestorAid Restoration"

"Member, Thank you for giving us the oppertunity to work in your home on several different projects. Starting with an insurance project you let us take care of your needs and though high enough of us to let us take care of two more projects for you. To date we are still working on the large one and weather providing we will complete it this week for you. So thanks for the kind post and thanks for allowing us into your home. Keith Desserich RestorAid Restoration"

"Thank you for your comments!"

"Contrary to report above, permits were filed and city officials responded to the customer inquiries and have thus insisted that the customer must close her claims. Unfortunately despite previous agreements regarding outstanding amounts owned, customer did not fulfill payment schedule draws and work was ceased. Work claimed as outstanding by the customer was work to be covered under the next phase that was halted after multiple promises by the customer that she would send payment and did not. Furthermore, after consultation with her attorney, an agreement was reached whereby the customer would owe the outstanding balance. To date, customer has not fulfilled this obligation."

"Contrary to report above, permits were filed and city officials responded to the customer inquiries and have thus insisted that the customer must close her claims. Unfortunately despite previous agreements regarding outstanding amounts owned, customer did not fulfill payment schedule draws and work was ceased. Work claimed as outstanding by the customer was work to be covered under the next phase that was halted after multiple promises by the customer that she would send payment and did not. Furthermore, after consultation with her attorney, an agreement was reached whereby the customer would owe the outstanding balance. To date, customer has not fulfilled this obligation."

"Contrary to report above, permits were filed and city officials responded to the customer inquiries and have thus insisted that the customer must close her claims. Unfortunately despite previous agreements regarding outstanding amounts owned, customer did not fulfill payment schedule draws and work was ceased. Work claimed as outstanding by the customer was work to be covered under the next phase that was halted after multiple promises by the customer that she would send payment and did not. Furthermore, after consultation with her attorney, an agreement was reached whereby the customer would owe the outstanding balance. To date, customer has not fulfilled this obligation."