ComplaintsforRocket City Restoration, Inc.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We suffered water damage in our home Rocket Citr Restoration was referred to us by our homeowner insurance adjuster. Upon return of our furniture several pieces were damaged. The owner refused to compensate us for damages.

  

  Business response

  10/12/2022

  We were hired by **************** on 05/24/2022 To mitigate and dry the kitchen and dining room because of a water line leak.  Our scope was strictly The kitchen, laundry room and Dining room. Containment's and Air Scrubbers were placed to reduce dust loading in the rest of the home.

  
  **************** had additional work to other areas of his home outside of the original scope.   **************** used his own people for the additional work.   The attached pictures start with how we left his home and what his home looked like during the additional tear out.

  
  We moved back the contents we were storing on 8/19/2022. 

  
  On 8/22/2022 **************** told me some furniture was damaged.   I didn't agree or deny that we did the damage I just asked for an amount he needed to replace the items.  The *** attachment is a Check for $1222.00 which I hand delivered to *****************

  
  On 09/28/2022 *************** text me stating a dining room chair was broken from the picture it looks like a glue joint separated. I offered to have a Furniture repair man pick up the chair and repair it to **************** satisfaction while billing me direct. I did this regardless of the amount of time that passed since we moved **************** back.  *************** proceeded to tell me that my crews and me were dishonest, he complained that we left his home a dusty mess.    I reminded **************** that I offered twice to send a crew to his home and clean up the debris which was fully approved by the insurance company.   **************** twice refused the service.

  
  On 10/06/2022 *************** text me letting me know his wife wanted us to send a furniture repair man to fix the issues.   I gave **************** The name, address and phone number of the repair man.  I also contacted the Furniture repair company letting him know he will be needed by the Scale's and the billing will go directly to me. This  settled the issue.

  
  On 10/08/2022 *************** sent me a picture of another dining room chair with a separated glue joint and demanded I fully replace a 22yr old dining room set. I said I would not be doing that.  I stated the Furniture repair man Which he agreed to could easily repair this issue.  This is when **************** accused me of being a racist. Because of that attack  I ended all direct communication with **************** and asked him to have his lawyer contact me.  

  Further constructive communication was impossible.

  
  **************** was asking us to be responsible for content that has been in his control for over 6 weeks.  I felt my offer of fully repairing at my expense was more than generous and the offer still stands today.

  Customer response

  10/13/2022

   
  Complaint: 18187600
  
  I am rejecting this response because:
  I spoke with ******** our ************** adjuster and his district manager, ****. They both reviewed the pictures taken by our adjuster.  They both agreed there was no damage to the furniture prior to Rocket City picking up furniture to put in storage. They also forwarded the pictures to Rocket City and recommended that Rocket City settle with us or as a final step ************** stated they would replace the chairs. I did ask the owner did he give all his clients the same service because I felt he wasnt accommodating and somewhat confrontational. I did ask him if it was because I am black.
  We shared with our adjuster that the discrepancies in the time difference of reporting the damage is because we rarely use the, furniture normally twice a year during holidays. Rocket city placed the damaged chairs on the further side of the table as an attempt to conceal the damage. We discovered the additional damages when my wife decided to replace the rug under the table. This was not the only attempt to conceal damage. Our entertainment center was damaged. The barn doors on the center were closed upon delivery and we only discovers the damage when we opened the doors to put our electronics back. Rocket City did replace the entertainment center. They also damaged an antique desk and offered to repair it. There was not significant  damage to this item. 
  We also had an incident with our freezer being unplugged. We lost hundreds of dollars of food while they were working.This was discovered before any other contractors came to our home. Also while they were drying out our house the gate on the right side of the house was broken. This gate is rarely used and was locked.  They were the only company here working at the time. 
  I wouldnt recommend them to my friends, family or enemies. Rocket City Restoration gets a 1 star. My clients know me and my integrity. 
  Sincerely,
  
  *************************

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