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Business Profile

Restoration Companies

Puroclean Kelowna

Reviews

Customer Review Ratings

1/5 stars

Average of 1 Customer Review

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Review Details

  • Review fromN. T.

    Date: 30/12/2024

    1 star

    N. T.

    Date: 30/12/2024

    Subject: Complaint Regarding Puroclean Kelownas Inadequate Inspection and Unreasonable Practices To Whom It May Concern,I am filing this complaint regarding Puroclean Kelownas handling of property damage inspections and repair scheduling following a hailstorm in August 2024.After the hailstorm, Puroclean Kelowna was assigned to assess the damage to my home. Their project manager sent a team to inspect the property, and I was told that my roof was in good condition with no significant damage. However, subsequent inspections, including one by a third-party inspector, revealed clear hail damage that Purocleans team had ************* addition to the poor inspection, Puroclean requested that I pay my insurance deductible upfront before work commenced. After I complied, I was left waiting for them to proceed with repairs without clear communication or updates. This caused significant delays in restoring my property and added unnecessary frustration to an already stressful situation.I am dissatisfied with Puroclean Kelownas lack of thoroughness, professionalism, and their unreasonable demand for payment before work began, especially given the delays that followed.I urge the BBB to investigate this matter and ensure that Puroclean Kelowna improves its practices to provide better service to customers in the future. I can provide supporting documentation, including inspection reports, photographs of the damage.Thank you for addressing this issue.Sincerely,****** Tee

    Puroclean Kelowna

    Date: 15/01/2025

    Good evening,Thank you for allowing us the opportunity to respond to the complaint filed by ******.We have conducted a thorough review of the situation and sincerely regret any frustration caused by the hailstorms that occurred this past summer. These events created an unprecedented volume of claims, which unfortunately impacted our ability to respond as promptly as we typically strive to. Despite these challenges, we made every effort to address Noellas concerns in a timely and satisfactory manner.Regarding this case, we acknowledge that there was an inaccuracy in the roof inspection and records. We use an independent third party to perform these inspections, and while we expect the highest standard of accuracy in their reports, we understand they are not always perfect. Unfortunately, in this instance, a few items were missed. We take full responsibility for this, as it is our intention to ensure all damage is thoroughly documented to facilitate proper restoration.Additionally, we understand there was some misunderstanding about the scope of work required. The inspection indicated that only a partial roof replacement was necessary, as the hail damage did not meet the threshold for a full roof replacement. While we strive to provide clear and accurate information, we recognize this may have contributed to the customers ************** relation to the deductible, it is standard industry practice to collect deductibles prior to commencing work. This serves as a security deposit, even though the majority of the claim is paid by the insurance company after the completion of repairs. Insurance payments are typically released only when the customer confirms the work is completed to their satisfaction and signs off accordingly. Additionally, the adjuster noted in the file that the deductible was to be collected from the insured. Unfortunately, in past circumstances, we encountered difficulties in collecting deductibles after work was completed. As a result, we revised our policy to collect deductibles upfront to ensure payment for the work ************ this case, ****** chose to settle with her insurance company through a cash-out arrangement, and we promptly refunded her deductible in full without hesitation or delay.We are committed to providing clear communication, quality service, and timely resolutions for all of our customers. While no process is flawless, we sincerely apologize if our efforts fell short of expectations in this case. We value this feedback and will use it to improve our processes moving forward.Should further clarification or assistance be needed, we are happy to provide additional information.

    N. T.

    Date: 18/01/2025

    Thank you for your response. However, I find several aspects of your explanation to be disappointing and unacceptable.Firstly, while I understand that the hailstorms created a high volume of claims, this does not excuse the inaccuracy of your roof inspection. As a professional company, it is your responsibility to ensure that third-party inspections meet the highest standards. The fact that a few items were missed is a significant oversight that directly impacted my ability to proceed with repairs in a timely manner.Your claim that the damage did not meet the threshold for a full roof replacement conflicts with assessments from other contractors who noted significant damage. This inconsistency has caused confusion, delays, and frustration. Additionally, it is concerning that your team contributed to this misunderstanding by failing to clearly communicate the scope of work required.Regarding the deductible, your revised policy may be understandable from a business standpoint, but it was not clearly communicated to me upfront. The sudden demand for payment and the delays in resolving this issue have added unnecessary stress to an already difficult situation.While you mention that I opted for a cash-out arrangement, this was only after significant delays and lack of clarity regarding the work to be done. The entire process has been unnecessarily complicated, and your companys actionsor lack thereofhave not aligned with your stated commitment to quality service and clear communication.I hope you take this feedback seriously and implement measures to ensure that other customers do not experience the same level of frustration. In my case, I am still dealing with the fallout of these delays and inaccuracies, and it has significantly impacted my ability to complete the necessary repairs on my home.Sincerely,******

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