MrRestore.com

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"This is an interesting complaint given how it originates. We were contacted by the client to provide emergency services from a water damage to her property. We followed our normal protocol to provide these emergency services, obtained a signed authorization to provide these services, and commenced with drying the structure. We dried the structure for the property owner who is an employee of Bank of America in the insurance claims division. We worked with the insurance company to ensure that all the associated costs of repair for the property were documented, an agreed scope was reached, and payment was issued for both the Drying/Mitigation invoice and the appropriate scope for rebuild. The insurance company issued a check to the property owner for the rebuild scope. In accordance with our signed agreement we get paid for any services we provide. That includes the time associated with meeting adjusters and generating the appropriate rebuild scope. Since the insurance paid based on what we showed to and discussed with him, it is certain that we provided benefit at that level. When we provide service we are entitled to payment for those services. Occasionally tho rarely, we have customers who want to "use us" to help get additional funds from there insurance company by working to get the appropriate repair scope agreed with their insurance carrier. Typically this is because they have been unsuccessful in getting all the associated repair items paid for by the insurance carrier. We provided those services in this instance and then the client opted to go another direction and get someone else to complete the services because she could get things done cheaper. We never claim to compete on price, only on service. We provided service and value we should be paid for, but were not. We spoke with the property owner to try and get paid for the services provided on the rebuild although we never completed the items on the rebuild scope of repair. Additionally, and here is where this is absolutely shocking that she would file a complaint against us. The insurance paid for 100% of our Emergency Services bill, in fact they cut a check in our company name and the clients name and mailed it to the client. She claimed that she had never seen anything. We began to press the issue of payment and ultimately found out that she had used her position with Bank of America to have a check cashed that had never been endorsed by anyone with Mr Restore although our name was on the check. She took that money and never intended to pay for the services which were completed. Once we determined what had happened we began pressing harder for payment. Payment was owed to Mr Restore, and paid for in full by her insurance. We have the email from the carrier to prove that this was paid and our name was on the check, which we never saw much less endorsed. She realized what she had done was illegal and quickly offered to write us a check for the emergency services, but only after she had been found out. We received that payment, but because of her action felt even more strongly that we should have at minimum been paid for the time and costs associated with helping make sure that the appropriate rebuild scope was completed and paid by the carrier. So we pushed for that and even contacted supervisors with Bank of America so they could take this to their internal security and fraud unit. I have not followed up with that lately and would have likely let is go until someone pointed out this complaint on Angie's list. Please advise what steps or evidences you need from me to validate my response and have the complaint removed or tagged as invalid. Thanks for you time and attention to the matter."