Business ProfileforFire Recovery Service

Long story short, unless *** is going to make a significant amount of money from cleaning/restoring (note they contractually waived the inventory fee) AND as long as they don't have to give insurance an estimate (required by some) you have no value to them. When the owner sends not one but two messages that state in part "the inventory is much more extensive than expected (not sure why when ***/staff walked through our home & were aware of what we had), I'm not making any money, but I am a person of my word" nothing great will come nor did it, from ***. From the outset, it was made clear/reiterated that *** could not start cleaning/restoration work w/o an estimate approved by insurance. We asked NUMEROUS times via voicemail/text/live convos with *** staff. We were ignored. We decided to terminate the contract & rather than accept this, *** sent an email that they were terming . There was a demand to bring a check (invoice to follow) from insurance to pay *** directly (with this type of loss, homeowner receives check then sends to vendor) noted our request for an estimate was unwarranted & if we did not comply *** would dispose of our belongings. *** also threw the company that recommended them to us under the bus, stating that they told *** we had much more restoration work than was there & yet the *** owner walked through our home with all items present.*** billed us/insurance $10K to pack out & sort contents, well above usual & customary. We did the right thing & approved direct payment to *** and insurance reimbursed them 20% of their charges. We did receive partial inventory lists/pictures & understand its complexity (we still have 50 hours worth of work/research). We were able to remove items. *** lack of performance results in a 3 month delay to our ability to provide contents/receive reimbursement. Perhaps it was a poor business decision to waive the inventory fee & overestimate items to clean/restore. I

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Thank you for your feedback. I am sorry to hear about your dissatisfaction and would like to address the concerns you raised regarding our service.
We were initially contacted to assist with the fire loss in your home, and understanding the scale of the damage, we discussed and mutually agreed on the terms of our engagement, which included waiving the inventory fee due to the expected volume of restorable items. This decision was made to alleviate some of the financial burdens during this stressful time.
Upon evaluating the actual scope of work, it became evident that the restoration needed was significantly less than anticipated, which unfortunately altered the financial dynamics of our agreement. Despite this, we endeavored to honor our commitment, absorbing over 58 hours of inventory documentation which was not initially planned for compensation.
We aimed to maintain open lines of communication throughout the process, adjusting as needed to ensure thorough documentation and care for your belongings. When concerns about missing items arose, we conducted a thorough audit at our expense, confirming that all items were accounted ***** oversight that was later recognized on your part.
The decision to conclude our business relationship was difficult but necessary due to evolving project requirements and the realization that the terms were no longer sustainable from a business standpoint. This decision was conveyed with respect, offering ample time for you to retrieve any personal items.
Regarding the financial aspects, it's important to note that our final invoice reflects only a portion of the costs incurred on this project, underscoring our commitment to providing value despite the unforeseen reductions in scope.
We take pride in our work and the trust our clients place in us. We deeply regret any misunderstanding or inconvenience this situation may have caused. Our intention has always been to provide a service that respects both parties' needs and circumstances.
Thank you for the opportunity to address these points. We wish you the best as you continue restoring your home and moving forward from this unfortunate incident.
Warm regards,
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Owner
Fire Recovery Services