AUSTIN HI-TECH RESTORATION

"Being in the fire and water damage restoration business for over twenty years, we understand the insurance claims process can be frustrating. We constantly evaluate our sub-contractors in terms of workmanship, cleanliness, attitude and punctuality. They are a key factor in our overall performance as a general contractor. Our subcontractors are committed to our company as well as our customers and are quality tradesmen. When repairing damage due to an insurance loss, many challenges surface over the lifespan of the repairs. It is sometimes near impossible for newly repaired areas to match with older areas that did not receive damage due to material availability. The materials used when the home was built are sometimes no longer available, and a critical eye can see the difference. We attempt to resolve any issues during the final inspection and walkthrough. Austin Hi-Tech does not close a project until a client’s signature is on our Certificate of Satisfaction (COS). Your COS was signed September 9, 2013 and although we don’t always catch every issue, we always try and make sure that we give our customers every opportunity to express their concerns so that we may resolve them. Our goal is to be a great company and provide excellent customer service. Our management team is always looking for ways to improve our performance. In this instance, we apologize for your experience. Any delays should have discussed with you in order to reset expectations. Your feedback is appreciated and it will help us to improve our service in the future."

"Your positive comment, “great job on repairs” is greatly appreciated and the fact that you would use our company again means so much to us. Being in the fire and water damage restoration business for over twenty years, we understand the insurance claims process can be frustrating. Our estimate amounts have to fall within what claims adjusters consider a customary and reasonable range. It can take several days to weeks to negotiate cost settlement with insurance adjusters. However, this is a necessary step to ensure our clients are out-of-pocket no more than their deductible. We constantly evaluate our sub-contractors in terms of work product, cleanliness, attitude and punctuality. They are a key factor in our overall performance as a general contractor. Our subcontractors are committed to our company and our customers; as quality tradesmen, their time is in demand. We strive to schedule our subcontractors so that their work is as minimally disruptive your calendar as possible, but occasionally they can be early or late for appointments. Our goal is to be a great company and provide excellent customer service. Our management team is always looking for ways to improve our performance. In this instance, our communication could have been better. Any administrative delays should have been discussed with you in order to reset expectations. Your feedback is appreciated and it will help us to improve our service in the future."

"We apologize for your experience in delays. There was significant fire damage to the home you were selling. A closing date was already set when we accepted the job. We understand that this was an extremely stressful situation you were placed in. Having to deal with an insurance claim on a property you are selling will test the patience of anyone. Our estimator worked diligently with the insurance adjuster during the last week of April to gain estimate approval. The estimate was approved by the insurance carrier on April 30th. The client paid their deductible on May 1st. A job can only be put in production after we’ve received a deductible. We felt that we communicated that the estimate approval and the deductible payment were requisite to work beginning. Our project manager, Greg, began working with the buyers on May 2nd. Greg worked extensively and patiently with the new buyers on their selections and wishes. Working long hours with our crews (until two o’clock in the morning in one instance and starting again at seven o’clock the next), Greg accomplished two months worth of work in just over four weeks. These clients signed a certificate of satisfaction on June 6th. The project was completed in time for the closing of the home. We believed that we had adequately communicated the time delay that may occur when working with the adjuster to gain estimate approval. It’s tough to know if that delay could have been shortened, but we should have done a better job communicating with you during the delay to assuage fears that no work was being done. We appreciate your feedback and will work hard to improve our communication with customers."