Mooring Recovery Services

It was the worst experience I have ever had with a contractor. I have worked with contractors a number of times before through building our home but these was by fare the worst. If you are looking for a company that is disrespectful, unethical, has zero customer service then Mooring may be for you. Before signing the contract Kyle Bedingfield (Sales Estimator) and Blair Rogers (Super) were very nice and would say yes or tell us anything we want to hear. After the contract was singed they did not communicate at all. If there was a problem, they tried to blame it on me and my 8 month pregnant wife. At one point is was so bad Kyle Bedingfield screamed at my wife on the phone when she was calling for a deadline update. We finally got them to finish the work (after a month being late) but when they were cleaning up we saw they left our brand new hardwood floors exposed and they got damaged. After trying to work out an solution, we were told it was like that before and Mooring Recovery will not do anything about. Stay away!!

The removal, cleaning and storage went very well. Afterwards Mooring was difficult to contact. We had to call repeatedly. At one point our account manager's employment was terminated. After days of calling, we found out he wasn't there to answer the phone. We were not allowed access to our things, until our insurance paid the full bill, including future anticipated storage costs. Insurance had already paid for the initial move and current storage charges. We needed our things When we arrived the State of Texas Comptroller was on sight to collect unpaid taxes. Mooring does have climate controlled storage, but it was over twice as expensive as Public Storage. We moved our stuff away as soon as we could. When Mooring delivered some goods there was no one to help the one delivery man. I had to help him. The documentation was poor. Much of the documentation was written by Spanish speakers and much of the documentation simply showed pictures of boxes, with no clue what was in them. Some of the photos were not our things. Mooring subbed out the clothing, lines and drapes. Some of these items never returned.

On Tuesday, July 29th an appliance repairman flooded my house.  He had repaired the washing machine in about 10 minutes, saying he was very behind schedule, and left.  A load of laundry was started on the hottest setting with borax and detergent.  
The washer never cut off, discovered after a considerable amount of water had flooded 2 bedrooms, my office, hall, and bathroom.  The repairman returned immediately, and attempted to remove hundreds of gallons of very hot water himself to no avail.  He called in Mooring Recovery.   Randy Lee came to my home within an hour or so, explained steps to be taken; spoke with myself and appliance repairman, leaving before his 2 man crew arrived.  They were to set up drying equipment including fans and dehumidifiers, remove pad, extract water, check walls for damage, etc.  Randy explained they would check the equipment frequently as it dried, always contacting me by phone before coming out.  I was involved in a big wedding that week, in fact my cleaning lady had just finished cleaning my home the same day; at one point guests in town for the event were to stay with me.  This obviously did not happen.
 I have been involved with water leaks on several occasions over the years but never had this poor an effort.  The crew seemed ill-trained.  Everything in the bedrooms and my office was piled on top of the beds very haphazardly including fax machines, desktop computers,  soggy towels repairman had tried to dry the mess with, personal belongings, mirrors; it was a total mess.  The carpet was not pulled back, instead pad removed and carpet left flat on floor to dry.  The dehumidifier was placed in hall on top of solid oak hardwood floors in the hall with a drain line running into the guest bathroom bathtub, on top of towels they had left.    They removed the washer and dryer from utility, banging up walls in the process; and removed baseboards in two rooms, leaving them outside leaning against the house by a sprinkler head.  An attempt was made to pry up laminate/vinyl in utility with shovels, created a huge mess.  This vinyl was not damaged by the water, should have been left alone.  After several attempts they said it had another layer underneath, someone would be back the next day to finish removal, and be checking equipment daily. 
 Only one person ever checked the equipment; in the house maybe 2 minutes.  That was it.  On Thursday, July 31 at 5:29 PM I phoned Randy Lee regarding the carpet being flat on floor (several experts including insurance company had advised this was incorrect, needed to be propped up).  He agreed immediately, said he'd contact crew.  Called back and said he'd been informed this was the new procedure, he'd been wrong.  He said "Melissa, you know I won't let you down.  I'll call and come out tomorrow and check this".  Never came or called.
The constantly running equipment heated up the entire area, and caused electricity bill to be quite high especially with air conditioner running much more often.  After approximately 6 to 7 days, I pulled the plug on everything.    The floor a few planks away from dehumidifier had started to buckle, if equipment had been repositioned or checked this could have been avoided.  After all, they are supposed to be recovery experts!
Someone called early in the following week asking where their equipment was.  I spoke with Randy Lee, reminded him of our conversation and his no-show the week before.  He was apologetic, quite surprised to hear no one had been out, etc.  He took full responsibility for this, and Mooring Recovery fired one of the two crew members.
This began an exhausting round of phone calls, finally emails regarding the situation.  Randy Lee promised they would repair their damage, move everything back, clean carpets, etc; however he was MUCH more interested in getting their equipment.  After being inconvenienced repeatedly, and beginning to see his verbal comments and emails reflected two different stances, I suggested we begin the basic repairs and pick up equipment at the same time.Then they began blaming original repairman.  He does bear some culpability, but my house and I are the victims.  
At this point I contacted Randy Harrison, the operations supervisor.  He said "Randy Lee and I may share the same first name, but we are two different people and I will get this remedied".  Emails, conversations, etc ended with a plan for Mooring Recovery (one or both Randy's)  to meet at my home on Friday, August 8th, 2014 along with Jason Miller of Carpet One, the Appliance repairman, and a man that was to install new padding.  Neither Randy showed up for this meeting, everyone else did.  
 Email and other records reflect Mooring offering to clean carpet, replace everything back as it was,  and repair the damage.  Their firing of an employee proves this situation was a huge mistake on their part, which was freely admitted until time to repair the damage.  Jason at Carpet One (their contractor, also a State Farm contractor) spoke a bit with both parties.  I had some tile leftover from a pantry installation a few years ago, Jason said Mooring would pay to install 8 tiles where they'd ruined the vinyl if I provided the tile.  This was done, but nothing else; not even returning the washer and drying to utility area.  Many, many photos were provided to Mooring Recovery.  No further contact via email was received after they missed the meeting; my last email to them was dated Thursday, August 14, 2014.  
My mother had recently passed away, I was involved in duties regarding her death.  Then my sister passed also in the fall.
I put all of this on the back burner; I'd never received any further response to my last emails.
Their equipment is still in my house as of May 12, 2015; I have bids obtained in August  from their carpet cleaning company (who commented the carpet should probably not have been attempted to save, dried improperly and chemicals in laundry water); and bids to replace the wood flooring. I used their preferred contractors for the estimates.   The night of the original damage Randy Lee said they get $25 per fan, $75 for dehumidifier per day; I've inadvertently stored them a lot of days at that price.   I have photos, emails, voice conversations, everything.  By far the worse situation that could be encountered.

unknown

They ruined all my electronics: computer, TV - they just ripped out everything. I had a missing gold chain, about $250 USD worth or Mexican pesos and was not pleased with their response. They also gouged a newly poured driveway. They accepted no responsibility. I was just glad to get the whole ordeal behind me. The construction part was better, but when the tornadoes hit Lancaster, my project fell to the back burner.

They were magnificent.  They not only did a good job cleaning up the mess they were very thoughtful in dealing with me as I was a wreck.  I would really like to Thank them and would recommend them to anyone in my situation.

see above

Their construction work was fine. I made the mistake of renovating my kitchen at the same time because my house was empty. I used Home Depot (Statewide Remodeling) which was a big mistake. I will never shop at Home Depot again.

They did a phenomenal job. I was friends with the owner. So, I decided to use this company. Also, they dedicated an entire team for five weeks until the job was done; so it was a smooth business. They are originally based out of Dallas, but they have a big business in Houston. I was surprised with how quick they worked; they knew what they were doing. I have seen people, who did not know what they were doing. It was extremely difficult work as it was a lot of careful destruction. They did it all. They knew everything about what was required to be done. They had so much experience doing enormous catastrophic kind of work. They knew exactly where to start the work from, how to minimize the amount of time that they spent, and how to do the job right. They were very good at handling mold and water damage. The price was remarkable for what they did. I would use them again in the future.

A GOOD EXPERIENCE turned BAD BY A BAD BILLING DEPARTMENT !! 

Fair Warning:  Do not use Mooring Recovery, unless their billing department gets squared away and follows through with what their foreman agree to when doing the work with their customers and on the phone.  The good work the Foreman do is being turned into a bad experience for customers simply by not managing their customers properly or simply providing a common courtesy call and speaking to customers and listening to them first hand. 

It seems like hypocracy to file a complaint against a customer when it was caused by your own billing errors and delays.!!