Response Restoration Services, Inc.

"Thank you for taking the time to give our company feedback. We have read your review in great detail. We believe that unhappy customers who take the time to leave reviews are an organization’s best friend. *We agree a dehumidifier machine failed which resulted in the need to replace the machine. As an act of goodwill for this inconvenience, we included 4 free days of air mover time ($33.29/day), 4 free days of dehumidifier time ($103.72/day), and other free services totaling over $600. This lowered your bill to $784. Other companies would have said, “Sorry sometimes machines breakdown” and then charge their full prices. We offered these complimentary services to you to as an act of good will and to show we “go the extra mile” should our customer be inconvenienced. *Industry standards dictate that we do not fill in drill holes that are covered by baseboards because there are minor advantages to the property owner in leaving these holes in place. When you spoke up as we were re-installing the baseboards, our project manager communicated this policy to you and he mistook your silence as acceptance of this explanation. We regret this misunderstanding. *We do offer a 10% discount to military veterans that was mistakenly offered to you. After we realized our mistake, we felt honor bound to fulfill our promise. *We concede our invoice prices were poorly communicated. We use insurance standard pricing which comes from a software program called “Xactimate”. Xactimate lacks the feature to list discounts as a line item. Instead we manually over-rode the insurance prices to give you the 10% discount that we promised. In the future, we will print the listed Xactimate prices and then attach a supplemental document showing the discount. We thank you for your feedback which will improve our communications. In summary, the complimentary services and discounts saved you more than $670 lowering your bill to $784. We wanted you to see us as a company that “goes the extra mile” and as a company that deserved an “A” rating. Our VP of Operations, who is a highly skilled craftsman, called you volunteering to personally come to your property to make any changes you felt necessary free-of-charge. You declined his offer. We regret we could not find a solution that was to your liking. We will use this review as motivation to be a better company that earns “A” reviews from the Angie’s List community. We thank you for your candid feedback."

"Thank you [removed member name] for your kind words. Your experience illustrates the kind of company Response Restoration Services Inc. (RRSI) is. When we do make a mistake, we ***OWN*** that mistake, and we correct that mistake out of our own pocket. If you're like me, you have had the experience with companies that cause damage to your home and then try to weasel out of it claiming they didn't do it or the damage was already there. If you need us again for water, mold, fire/smoke, asbestos, or construction work, we would love to have your business again. Thank you for trusting us with your home restoration work."