Complaints

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• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CRDN was dispatched to us in August 2023 for textile and electronic cleaning when our house caught on fire. They forced my husband to sign under duress a contract that was in my name only claiming that they only had limited time (3 days) to clean the clothes before they were considered a total loss. When we asked for our clothes to be delivered 2 months later, CRDN said the clothes were not cleaned yet. We question why the urgency to sign the contract then and they said they had to "stabilize" the clothes first. We asked for proof of that and they said they don't keep records of that. Along the whole process, CRDN has lied to us, returned items that don't belong to us, broke expensive items such as our 75" TV, broke items, padded the inventory list and has been noting but unethical. I called CRDN headquarters and asked about their cleaning process and they said there is no "stabilization" step that done. CRDN lied to us in order to get the contract. We also had the right to either have our items cleaned or replaced. CRDN failed to give us the replacement option. They charged our homeowner's insurance, Amica, over $50K for items and failed to inform us of our rights. I repeated asked to see the copy of the contract but they won't send it to me. The contract is in my name but I've never seen it. CRDN has committed insurance fraud by submitting a contract not signed by me, forcing my husband to sign under duress, and failing to let us know what our rights are because they wanted the insurance money. We are asking that the contract is considered null and void and CRDN pays us replacement costs for all the items listed in their inventory and reimburses Amica for the cleaning and storage since they were working under a fraudulent contract.

  Business Response

  Date: 06/25/2024

  It seems that there might be a misunderstanding regarding the information being presented. We did not engage in any dishonest or unethical activities. ************** signed all contracts through Docusign a few days after our initial meeting. We had no reason to believe that ************** was under duress, as he showed capability in signing electronic documents and had access to save and print the contracts. We made multiple attempts to send copies of the contract to ***************, but encountered email delivery issues. However, a copy was successfully sent to ************** and their adjuster also had copies of the work authorization contract.
  
  Regarding the contract, it is customary for either spouse to sign, as both parties are covered under the policy. The services were provided in line with approved contracts and documented communications. Our standard procedure involves sorting collected items, decontamination within ***** hours, detailed inventory, approval from the adjuster, and then sending items for proper handling. We do not begin cleaning prior to insurance approval to ensure the insured party is not liable for cleaning costs.
  
  During the pack-out process, we stayed in communication with the contractor vendor and the adjuster. We were under the impression that we were meeting the needs of the family. CRDN informed ************** about the removal of textiles and electronics from the house during the walk-through. Additionally, CRDN provided emergency services before the client's vacation and delivered additional work clothes to their hotel upon their return.
  
  We had a discussion with ************** regarding the billing and *****in process, and he seemed satisfied. However, if his wife required further explanation or had additional questions, they were welcome to call us for clarification.
  
  As for the quantities and categories being questioned, upon review, we have confirmed that the Mesco inventory accurately represents the household contents of over ***** textile and electronic items.
  
  CRDN followed industry-standard processes and documentation. We regret that *************** is unhappy with our services. We have tried to explain and accommodate her, but sometimes there is nothing that can be done to appease someone who is determined to put a **** on our reputation. We have been servicing homeowners and insurance companies for over 13 years and have never had a complaint like this.

  Customer Answer

  Date: 06/26/2024

   I am rejecting this response for several reasons. 1) CRDN cannot speak on behalf of my husband. I would ask for him to provide his own statement. Please contact him at ********************** The reason my husband sign the contract was because CRDN told him he had to. He specifically said he wanted to wait until we returned from vacation. Regarding providing emergency services, according to my husband, CRDN begged him to wash his work clothes and deliver them to our hotel because he could get "extra money" for that. No emergency services were provided before we went on vacation. For the record, we took several loads of laundry to the laundry mat the day after the fire and I washed enough work clothes for my husband and for our family until we could figure out our next steps. We did not need emergency services.  So to say my husband was satisfied with their services is an outright lie. Please contact him for his version. 2) I've contacted CRDN headquarters and there is no industry standard to decontaminate the items within ***** hours. I asked CRDN for proof that this was done and he told me they don't have records of that. 3) It is not customary to have someone not listed on the contract to sign the contract. Either the contract is in my name or both of our names. And in this case, the contract was in my name because I called in the claim. I have not seen the contract because for some reason I get everyone's emails but CRDN. I guess sending it in the mail was not an option. But for the record, all the other contracts I signed with other vendors related to this fire only had my name and no mention of my husband's name. 4) During the pack out service, CRDN failed to include us in any communications. We had zero say in our own items. I had thousand of dollars of  brand new clothing with tags on them and CRDN just took the tags off and folded them and put them in the box. Absolutely no discernment on how I wanted my clothing handled.  5) CRDN claimed we had ***** items. When we asked for picture inventory they sent us 16 pictures for ***** items. The inventory list was very inflated and we noticed when we were unpacking that we got a lot of items that did not belong to us. In addition, we asked for certain items such as my husband's drone and my son's suitcase and they were not able to locate it. And there were a lot of items we got back that were missing pieces or no longer work. The inventory does not accurately represent our household items. I took pictures of everything we got back and documented what was damaged, not working, missing, too small, should have been replaced, not ours, new with tag but tags were removed. And a lot of what I took pictures of was not on the inventory. 6) In regards to CRDN's claim that nothing can be done to appease me is wrong. I expect to be treated with respect and CRDN either ignored my communications completely or I was talked down to and lied to. And if I confronted him and asked for evidence, he would just stopped responding to me and would slander my character as he did in his response. I expected CRDN to work with integrity. Like I mentioned before, CRDN failed to let us know we had the option of replacing our items because they saw this as such a big job. They lied to us about their standard operating procedures (I verified with CRDN corporate). There was no decontamination period and there was no rush to sign the contact. And I would also expect to receive our items in same if not better condition which we did not. They broke our 75" TV and tried to blame it on the fire. We're missing items such as a label maker, cords to our soundbar, lids to kettle and coffee grinder, etc. DVDs were taken out of their boxes and put in a plastic bag where they are all scratched. We have a PS3 with 1 terabyte that no longer works. CRDN claimed they plug in everything to make sure it works. Not sure how they claimed this if plugs are missing and items no longer work after they touched it. All my children's clothing and shoes are too small for them because they were returned too late. Again, if CRDN was not so concerned about how big this job was, they should have advised us that this will ***********-9 months and we're better off having our children's clothing and shoes replaced rather than having them clean and now they don't fit. 

  I can provide text messages separately due to the time constraint of filing this response. But I can provide proof of their non-responsiveness, things that weren't returned to us when promised, missing items. I can also provide a link to folders where I've taken pictures of the majority of the items as we are still unpacking. In conclusion, this man should not be doing business with people that have dealt with a tragedy because he fully takes advantage of the situation to scam the insurance out of unnecessary money.