Belfor Property Restoration of San Antonio

"It was a pleasure working for this customer, but we are sorry for any misunderstanding regarding the tile. Since tile is not a porous material, it is not a standard practice to remove tile until the adjuster has approved to replace the tile. If we removed the tile prior to the adjuster's approval, then it would potentially leave the customer in a very bad position of having to replace the tile out of pocket. Going through insurance can be a lengthy process. Our water damage team is able to respond right away and mitigate damages quickly, but the reconstruction process is completely different and typically has to be pre-approved by an adjuster for funding. Remember we are working for the customer not the adjuster and in many cases the adjuster may overlook items that we identify need to be repaired in which case there can be a time lapse where we are waiting on the adjuster's approval. We may not be the right contractor for every customer but we wait until contracts have been agreed upon, signed and items have been ordered so once we do begin it will be turned around as quickly as possible."

"As an Angie's List super service provider, we strive for excellence and integrity in every employee and value every customer as well as their concerns. Several concerns were raised and we would like to address each one. Jordan mentioned above, is a high energy employee who is passionate about his work and understands that it is a privilege to help our customers in their extreme need. He will take the time to walk you through the steps of what is necessary and give recommendations before any paperwork is signed. In this case, Jordan responded to the initial call within 30 min at 4:30 pm and went through the entire process of dealing with Category 3 (sewage water) in which each item touched would need to be removed and discarded according to the IICRC standards. At one point the customer asked that we ignore the wet carpet so that we wouldn't tear it out. Jordan assured her that in order to do his job correctly the carpet which had been soaked in Category 3 water, would need to be removed to insure the best environment for the customer. There was also a separate leak from the shower in a different part of the house which was included in the initial estimate. Once Jordan had given the quote, the customer expressed that she preferred to wait until her husband came home to get his opinion and start tomorrow. Jordan said "take all the time you need" and offered to leave the dehumidifier over night to start the drying process but not charge her the extra day. If she decided not to use us, we would then remove the dehumidifier and she would not be charged for it. She agreed and then called us the following day when she decided that she did want to use our services. On the day we began the mitigation process, the customer said that she didn't want to address the second leak, so the additional fan was not needed and later was removed from the final bill before we did our final pick up. Jordan also noticed the baseboard which again had been touched by the category 3 water had microbial growth on the back and should be discarded. Jordan insisted that it be thrown away, but the customer said that she wasn't afraid of a little mold so we left it in her garage. The customer mentioned that we "did maximum damage because they would be making more money on the repairs." On the first day the customer showed Jordan a signed copy of her repair contract with the painters to hang drywall, texture and paint. She initially called the painters out to cover the stain on the ceiling caused by her leaking toilet, which when the painters touched the ceiling a piece of drywall fell down. Jordan said no problem, If she needed our reconstruction team they would only contact her to replace the carpet. This is when the customer proceeded to say "what if I told you the carpet isn't wet" because she didn't not want to replace the carpet. Our construction department is a stand alone department and is just an added service to our customers if needed after water, fire, mold or smoke damage. We offer a turn key solution to simplify the process for our customers. We appreciate and respect every customer and strive to not only leave the customer in a better way than we found them, but we also strive to alleviate any area of concern. We adjusted the customer's final bill the day after we started the drying process and didn't collect until the equipment was ready to pick up on day 4 giving the customer 3 full 24 hour days of drying time. This is a misunderstanding and hopefully we have provided clarity on some concerns in question. Thank you, First Call Restoration Management"