MrRestore.com

"Mrs [Member Name Removed], When you called at 11pm, you didn’t request an estimate. Had you requested an estimate, we would have scheduled a time to evaluate the damage to your home the following day, during normal business hours. On the recorded phone call, you requested service, not an evaluation. Based on what you reported when you called, as documented on your job and timestamped at 11:09pm “Received a call from [Member Name Removed] tonight stating that several areas of the home have flooded from a failed toilet supply line. There is approximately 1” of water on top of the laminate wood flooring in these areas. We have dispatched crews to load and respond.” We mobilized a crew with equipment to extract the 1” of standing water, remove the unsalvageable laminate wood flooring and other unsalvageable materials, and set the necessary equipment to remove the moisture within the remaining structural materials. We received a partial payment from your insurer today, validating the service provided. The reason they paid the service call fee is because they considered your loss an emergency. In fact, you are contractually obligated to your insurer to act, whether the loss is covered or not. Think of it this way; if you went to the ER with a broken bone and you were evaluated by a physician who took X-rays to verify what the damage was, but then you decided to go elsewhere for a second opinion or to get your bone set by a different medical provider, you would still owe for the ER visit, evaluation and X-ray. The difference here is that we loaded up everything in the middle of the night and came to you. Your insurer has not yet paid the full cost incurred due to your insistence that we didn’t do anything for you. If you would like to join us in pressing your insurer to indemnify you on this covered loss, we will be glad to wait for them to issue payment for the balance, otherwise we have no choice but to pursue the balance owed from you. Thanks."

"Thank you [Member Name Removed]! We are thankful that you chose to have us help you both times, it means so much to us!"

"Thank you! We appreciate your kind words and so glad we could help you."

"Thank you! We are always glad when we can make things easier for our customers."

"Thank you! We really appreciate the kind feedback. We're proud to have Jeff on our team and look forward to helping you again in the future if needed. Thank you!"

"Thank you! We appreciate your kind words. Glad we could help!"

"Thank you, glad we could help make life a little easier for you."

"Thank you! Thankful for your kind words and continuous support."

"Thank you [Member Name Removed]! We are glad to have been able to help you get what you deserve for your home!"

"Thank you [Member Name Removed], we are glad our team was able to make it easier for you."

"We believe your account of events is incomplete. Mr Restore was called out for an emergency response by your insurance agent about 8:30pm on a Sunday. Once on site, and we had evaluated the loss via visual and thermal inspection of the exterior, interior, and attic, it was determined that the tree that fell on your home required an arborist to remove, which Mr Restore coordinated and paid for. You signed a contract for Emergency Services at 9:49 pm 4/19/2015. The arborist arrived around 11pm and their assessment was that it was safer to wait for daylight to remove the tree. The following day, after the tree had been safely removed, the insurance adjuster on site had brought another restoration company to dry the inside and you called to cancel our services. We were in route at that time to finalize the assessment of moisture that got into the home and set up drying equipment. We simply billed for work performed, and after months of discussions discounted the invoice to get it closed out. Specific to this review: * You indicated that services were not performed. Services were performed (immediately). * You indicated that price was N/A, but that was your primary complaint. * You indicated the quality was N/A. We don't recall any complaints about us leaving part of the tree in your home or causing any further damage during the removal. * You rated our responsiveness as an F. We will remind you that we showed up in poor weather late at night on a weekend. * You rated our punctuality as an F. See previous comment. * Professionalism. We performed services that we were contracted to perform. We regret that you felt that our need to pursue payment, though any legal means, for services provided was unprofessional. That could not be avoided."

"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."