Complaints

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is in reference to an insurance claim for a house fire. This company was hired by the insurance company. They charged my mother's insurance policy $19,000 to remove, clean and return items that could be saved. They kept the items for 6 months and returned all of the items uncleaned, damaged or did not return them at all. After months of attempting to obtain the items, they agreed to "clean" the items again, still with 90% of the salvageable items remaining soiled with soot, ashes and sheetrock mud, requiring my grieving mother to have to wash the items or have the items cleaned somewhere else, paying even more out of her pocket. This company has given us the run-around since Oct 2023. They will not return phone calls or texts now that the items have been "cleaned" a second time, however they took some bigger furniture back to their warehouse to clean again and now they will not return our calls in order to have the items returned to us. I have heard other horror stories about this company, and I am wondering why they are still in business.

  Business response

  08/20/2024

  Following a fire loss, it is common for salvageable contents to be stored either at our warehouse or another storage location while the home is cleaned and repaired.  Once the customer is ready for the return of the contents, we perform the move-back. Sometimes customers request that items deemed unsalvageable and unrestorable be kept and cleaned as well as is possible due to their sentimental value.  As we explain, those items cannot be restored to their pre-loss condition.  In this case, we returned the contents when the customer asked, and we attempted to clean sentimental, unrestorable items. We also cleaned items a second time and have expressed we are happy to clean any restorable items again if needed. Despite these accusations, our goal is to satisfy our customer.  We have had and continue to have open lines of communication with our customer and are unaware of any unreturned calls.  We understand that a house fire is a traumatic event, and we are servant-minded and do our very best to help our customers.  We will again reach out to this customer to close out any concerns or open items.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩