Business ProfileforBelfor Property Restoration

After a water leak Belfor was sent to our home by the insurance company to assist with restoration. Though they were here 5 days after our damaged occurred they dragged their feet in all other interactions. We discussed with the estimator upgraded pad that was in bedrooms of our home. They did not take a sample. The person assigned to our case was non responsive. We had to ask numerous times for answers that never came. There were numerous excuses and everyone we spoke with had to talk to someone else. It took them 3 weeks to refer us to the flooring company. Communications that were supposed to be made by them were never done.We chose floors that were an upgrade and had to ask numerous times for the estimate of our cost. We finally received it two months after the claim was initiated. In conversation with Belfor we were given one cost for our upgrade. 5 minutes later in the conversation we were given another number almost 2k higher because the estimator forgot about something that should be included. 20 minutes after that phone call the estimator called again stating he read the estimate incorrectly and what had been quoted to us as an 8k upgrade was now 12k. They stated that they also added $2k in profit with the new floor. We asked for per sq ft material cost and he would not give it to us. Again having to check with someone else. We were told by the insurance and by Belfor that in AZ we have right to choose who will do the work. We contacted the flooring company to get pricing that Belfor would not give us and find out how much to have them do the work directly. As they had to contact Belfor for some measurements we received a call from the estimator at Belfor. He incorrectly stated that we told the flooring company we wanted to cut them out of this deal. Very long story short we are two months post leak, huge holes in our walls and floors and Belfor has backed out of the work. Dont **** your home, your time, or your sanity on this company.

BELFOR is a leader in the property restoration industry with over 100 offices in *****************, and even more globally. BELFOR takes great pride in its work, as demonstrated by its stature in the industry. BELFOR is disappointed to receive Ms. ********** review, filed with the Better Business Bureau on July 17, 2022 (the Review). BELFOR takes customer complaints, including this Review, very seriously and we thank you for the opportunity to respond.This Review arises out of reconstruction services BELFOR was hired to provide to ********************** in late June 2022 after a water loss at her home. In regards to the allegations ********************** raised in the Review, BELFOR has the following responses:1. ********************** alleges the BELFOR did not take a sample of the carpet pad in the bedrooms of the home. This is inaccurate. BELFOR did in fact take a sample, send it to ITEL (a third party carpet testing company) for processing, and has a report from ITEL for the pad. The sample and report confirmed that BELFOR had included the correct carpet pad in its estimate. ********************** was made aware of the sample and ITEL report.2. ********************** alleges that BELFOR employees were non-responsive. BELFOR is unaware of any non-responsiveness and maintains that it strives to answer all communications within a 24-hour period.3. ********************** alleges delays. While BELFOR does acknowledge there was a slight delay in getting a flooring vendor, this slight delay did not affect the projected project completion time at all.4. ********************** alleges that the price for the upgraded flooring was changed multiple times. BELFORs estimator accidently gave ********************** the wrong price over the phone on one occasion. Immediately after, he realized the mistake, called ********************** back, apologized, and provided the correct cost.5. ********************** notes that BELFOR charges overhead and profit for this job. This is standard practice and typical for all general contractors.6. Finally, ********************** alleges that BELFOR backed out of the work. Per the contract that ********************** signed, BELFOR can terminate the contract upon breach or should ********************** fail to give reasonable assurance of payment. Unfortunately, ********************** contacted our flooring vendor multiple times in an attempt to cut BELFOR out of the job so that she did not have to pay BELFOR. ********************** made it clear she did not want to pay BELFOR for its services. As such, BELFOR terminated the contract.BELFOR is disappointed that ********************** is unhappy, as it tried numerous times to work with her and provide her the best possible service. Unfortunately, BELFOR disagrees with most of Ms. ********** allegations in the Review and is happy to provide any proof. Should any further information be needed, please feel free to contact me.Thank you,

Belfors response has creative changes to our actual experiences and their continued attempt at gas lighting is not appreciated. From our experience, Belfor is not being truthful in their responses to this review. Even to the detail of the initial contact with us is incorrect. The original contact was not in late June. Belfor was called to our home in May. Our water loss was on May 17th. After another companys remediation ***** came to our home on May 24, 2022. He and his trainee did the measurements and took pictures. 1) Belfor did not take pad samples at the time of the estimate despite the conversations with ***** during that visit. The only pad removed from our home to this day (8/9/2022) is the pad that was removed by the water remediation team from another company and from *** at Belfor on July 11th. This was seven weeks after the initial measurements. ***** removed the CARPET sample in front of me from our hallway on May 24th. This was done from a space that the remediation team literally had ripped ruined pad from the week before. He did not take any samples other than that CARPET sample. There were no samples taken out of view of us. My husband was present in the bedroom with ***** and the trainee, I was in the hallway/Living Area. In addition to our being in full view of them at all times, our security cameras will also demonstrate the fact that only carpet sample was taken that day. In addition to photos taken by water remediation company before and after they removed wet pad. We never said their estimate did not include replacing pad. We stated that despite having notified ***** that we had upgraded pad in the bedrooms, no sample was even taken to support what we believed at that time should have been an increased cost to replace. After the visit by *** I was made aware of the estimate on 7/13/22 via phone by *****. 2) Again Belfor is not being truthful. They are aware of non-responsiveness. They have apologized several times for it. One of the staff also stated that the ******* was known to be unresponsive and that the staff member had to step in on 4 other jobs due to the foremans lack of follow through. ***** stated on two separate calls that he was in charge of these guys and to contact him if we continued having response issues. This was demonstrated clearly as we had made numerous calls, left messages with no response. We had to call ***** for assistance as the scheduler and the ******* were non responsive for over a week. In addition we have the email chain in which numerous questions were clearly and repeatedly asked. We do not believe after begging for answers, after weeks of back and forth, an email stating they did not yet have an answer was responsive. 3) Again, Belfor is not being forthright regarding our experience with them. We were told on May 24th by ***** that at that time they were scheduling for the end of June. He laid out the next steps and stated expected time frames for insurance approvals. He stated that with the estimate and approval time he expected that we would be scheduled for the beginning to middle of July. Every unreturned phone call, dropping the ball in contacting flooring company, not taking it proper samples until almost two months after estimate, not answering calls and emails not providing direct responses to very direct questions, absolutely affected the project completion date. 4) ***** did give two different prices on the initial call discussing the upgraded floor. During the call one price given. Within same call a few minutes later, oh I forgot to add this= change of price. Then a return phone call with yet another change. 5) Belfors answer to this point demonstrates the lack of direct response and the deflection that we experienced in our dealings with them. The issue was not with material costs or their overhead. The issue was ***** not giving us per square ft costs or the details of the flooring estimate and yet again having to get back to us. Our frustration was with the changing costs and his communication that one of those changes was to add 2k of profit for Belfor though they were not providing or installing the upgraded floor we chose. Our issue was with the inability to get numbers or clear answers. We contacted the flooring company only when we were unable to get information from Belfor. We never asked to cut Belfor out of the job nor did we have issue with paying for the job. This is demonstrated as at this time we have paid to secure our floor and to secure contractors. Belfor absolutely dropped the job, after numerous failures in follow thru and communication, two months to the day from our actual water leak. The job was supposed to have started yet we received the July 15th call of them backing out. 6) we are not making any allegations. We have documentation of every attempted and actual interaction. It is also shocking that a company dealing with so much personal information is public stating that they are happy to disseminate it. They use the word allegations repeatedly. Again, we are not alleging anything. We are simply passing along our experiences with this company. We found them to be unorganized, unresponsive and in the end unprofessional.