Reviews

Review Details

• Review fromAshley W

  Date: 05/13/2024

  1 star

  Ashley W

  Date: 05/13/2024

  I work at one of the top three insurance companies in the nation. I have been referring this company out to my clients because their sales rep has been amazing with us. It was not until I experienced a kitchen fire, did I see first-hand, the reality of the company I had been referring out. I am horrified to know that any of my client's *** have been subject to the abhorous handling of a project. Only after staying in a hotel for two months and exhausting my limits for my insurance policy, did I realize this company had not begun to work on restoring my personal property. After being discharged from the hotel, I contacted my rep at Restoration 1, to see why I had not received any notice that the company had been storing all of my property but had not initiated any sort of processing. I was told at that point that they could do a turn-around expedited in a matter of 3-5 days, that turned into another two months, going on 3.- I should mention this started in January and has yet to be resolved . Not only did 3/4 of my kitchen disappear (including near $600 of professional chefs knives) and have absolutely no documentation anywhere. They lost one of my televisions, two of my rugs, all of my pillows and destroyed over $5000 of clothing. I was hopeful after reaching out to the owner of the company that there would be some accountability for this horrific handling of my property, only to realize that I have received nothing but excuses and accusations towards me. DO NOT GO ANYWHERE NEAR THIS ESTABLISHMENT. I AM SEEKING LEGAL REPRESENTATION AS THEY HAVE NO INTENT TO TAKE ANY PROFESSIONAL RESPONSIBILITY FOR THE DESTRUCTION AND FLAT OUT DISAPPEARANCE OF MY PROPERTY!!!

  Restoration 1 of West Denver

  Date: 05/14/2024

  The following was sent to ******************:

  Good Afternoon ******
  

  I trust this email finds you well. Enclosed, please find the document outlining the timeline for your project, along with pertinent feedback regarding textiles and the identification of missing items.
  
  Regrettably, your claim was subject to policy limitations,resulting in the need to assess and handle a subset of items that would typically be disposed of or classified as non-salvageable. Notably, due to the nature of the plastic fire, the cleaning and deodorization process for these items posed unique challenges. Despite prior advisories from ******** regarding these challenges, we proceeded with the cleaning at your insistence. I would like to highlight that Renewal, a subcontractor specializing in textile cleaning with a distinguished pedigree, undertook the cleaning process. Founded by a former owner of CRDN of Denver, *******'s expertise in cleaning textiles affected by fire incidents is well-established.  *************************************************************
  
  Additionally, it is important to note that the processing timeline for your claim deviated significantly from our standard procedures.Typically, the processing of fire-contaminated contents spans a duration of 2-3 months for an average small fire. However, due to the exhaustion of your Additional Living Expenses (ALE) within a week of the completion of inventory and pack-out procedures on January 31st, we were prompted to expedite the cleaning process. Pursuant to our policy, contents cleaning commenced only upon receipt of the adjuster's approval of the estimate, which was received on February 7th. Subsequently, the majority of contents were packed back to your residence by February 15th.
  
  I acknowledge your frustration regarding missing items. As detailed in the attached document, the demolition and dismantling of the kitchen had been completed prior to Restoration 1's involvement. Our rigorous inventory protocols ensure meticulous tracking of items, with strict adherence to traceability to the inventory. It is plausible that the missing items you referenced were damaged or disposed of during the fire and subsequent demolition. I assure you that there are no discrepancies in the inventory outside of the kitchen. Additionally, the memory foam pillows you mentioned were duly listed as non-salvageable and disposed of.
  
  I kindly request your review of the attached document, and I am more than willing to arrange a meeting with yourself and ************ to address any concerns. I reiterate my confidence in ********'s capabilities, having engaged with him for over four years during his tenure as a vendor of Restoration 1. While I am committed to rectifying any oversights that *** have occurred, I respectfully contest certain assertions made in your correspondence.
  
  Thank you for your attention to this matter, and I look forward to your feedback.

   

   Timeline of ****************** Claim
  01/04/2024:  Fire Occurred
  01/12/2024:  Restoration 1 was notified of this Contents claim and created a file for it.
  01/12/2024:  Restoration 1 Contents Manager met with ****** in the evening. Explained to ****************** that we would write a preliminary estimate. 
  01/15/2024:  Preliminary Estimate was sent to *****************. The e-mail body and estimate both reiterated that this was a preliminary estimate. 
  01/19/2024:  Service Agreement was signed.
  01/23/2024:  Inventory of contents started. Contents Inventory completed in two days
  01/26/2024:  Items were packed out
  01/29/2024:  Picked up contents from hotel
  01/31/2024: Final contents inventory was completed
  02/05/2024: Revised estimate sent to insurance to approve. ***************** notified R1 that her ALE was exhausted
  02/06/2024: ******** requested estimate again, this was sent to the adjuster
  02/07/2024:Service Agreement was forwarded to the adjuster and ****************** let adjuster know that she would like us to be direct paid
  02/07/2024: Restoration 1 received notification that we would be paid directly and started processing of contents: Notified ****************** that contents would be completed by 2/12/2024
  02/13/2024: A portion of the contents failed quality control.  ****************** was notified, and Restoration 1 committed to a new date of 02/15/2024 to complete pack-back
  02/15/2024: Pack-back was completed. Textiles were not returned, these were still being processed. 

• Review fromNatalie B

  Date: 09/05/2023

  1 star

  Natalie B

  Date: 09/05/2023

  This company has destroyed my life and way of living. They have brought extreme stress to my family and have refused to work with the insurance company. I had water damage from my dishwasher restoration 1 came out to assess the damage and do the mitigation. They told me they work with all insurance companies, they negotiate pricing and will submit an estimate to my insurance company making sure there is no discrepancy in cost to me. Restoration1 didnt send my insurance company an estimate (which I was unaware of) did the mitigation without approval, submitted their claim to the insurance company months later and began charging me thousands of dollars in late fees. They overcharged insurance $1200. My insurance continued to comb through their over priced estimate and tried to resolve the issue with them. My insurance company is still trying to understand their cost analysis Customized price sheet I was yelled at on the phone for the balance not being paid in full (over $11,000 had been paid) told they were going to go back and reapply all the late fees they had taken off (because the insurance company was still trying to figure everything out). They told me they were going to apply more late fees and that I was going to be responsible for everything. I asked for a payment plan, they told me no they were sending me to collections. I said it is illegal to go back and add late fees that were already taken off and they said they would just add more on the current balance. My insurance company said they always have trouble with Restoration1, had never experienced a company not accepting the full insurance payment and be so difficult. Meanwhile they gave me an estimate for the rebuild, submitted it to the insure company with a description of $8,000. They said they are working with the insurance company to figure out the discrepancy and will not start the rebuild until they come to an agreement. It has been almost 7 months, Im in debt anddont have a functioning home!

  Restoration 1 of West Denver

  Date: 09/05/2023

  We sent a reasons to this client earlier in the day over email.   

  **************,
  
  My name is **** and I wanted to get in touch with you regarding your call with our accounting team this morning. ****** and I discussed your account and together we listened to the call. I understand the questions you were asking and felt that we could have been more clear and compassionate in our response.
  
  I did want to address one of your questions which was regarding our pricing. Xactware is an independent, third-party company whose software is used by insurance carriers and restoration companies alike for the purposes of communicating on scope of work and pricing. Per the software agreement that all users sign, Xactware does not set prices, they only publish average pricing based on their methodology. They research and report on industry pricing. They use pricing information from general contractors, subcontractors, insurance carriers, insurance adjusters, and a host of other industry professionals as they research and report on the average market price for each price list item. Xactware goes to great lengths to ensure that no one party or industry segment has any undue influence on the pricing data that it researches and report on. Xactware does not tell individuals what they should charge (or pay) for work, but rather provides information that is intended to be helpful in the estimating process. (****************************************************************************)?
  
  As a small business, we are proud to offer industry training, state of the art equipment, full benefits and generous PTO to our employees. We believe that if we take good care of the people who are taking care of our clients, we will best serve the individual homeowners and property managers that choose us when property disaster strikes. We are not the cheapest service provider in our area, nor is that our goal. That said, we amicably work with all insurance carriers to settle claims on a daily basis, and we routinely adjust our bills to make sure we are fair and reasonable to both the insurer and the insured.  Our pricing reflects our costs to deliver a high-quality service in the Denver market, and I wanted to make sure to let you know that our decision to charge pricing in line with costs is in no way a violation of the **************** agreement or anything else, in spite of what USAA might have to say on the matter. It is USAAs position to pay only the suggested Xactware pricing that is not fair or reasonable.
  
  I felt it important to fully address your question, and to let you know that after review, we have decided to discount the remainder of the balance owed. I apologize that we were not able to reach full settlement with USAA on this claim but wish you the best of luck in the future.
  
  Very best regards,
  ****
  

  Restoration 1 of West Denver

  Date: 09/05/2023

  We sent a reasons to this client earlier in the day over email.   

  **************,
  
  My name is **** and I wanted to get in touch with you regarding your call with our accounting team this morning. ****** and I discussed your account and together we listened to the call. I understand the questions you were asking and felt that we could have been more clear and compassionate in our response.
  
  I did want to address one of your questions which was regarding our pricing. Xactware is an independent, third-party company whose software is used by insurance carriers and restoration companies alike for the purposes of communicating on scope of work and pricing. Per the software agreement that all users sign, Xactware does not set prices, they only publish average pricing based on their methodology. They research and report on industry pricing. They use pricing information from general contractors, subcontractors, insurance carriers, insurance adjusters, and a host of other industry professionals as they research and report on the average market price for each price list item. Xactware goes to great lengths to ensure that no one party or industry segment has any undue influence on the pricing data that it researches and report on. Xactware does not tell individuals what they should charge (or pay) for work, but rather provides information that is intended to be helpful in the estimating process. (****************************************************************************)?
  
  As a small business, we are proud to offer industry training, state of the art equipment, full benefits and generous PTO to our employees. We believe that if we take good care of the people who are taking care of our clients, we will best serve the individual homeowners and property managers that choose us when property disaster strikes. We are not the cheapest service provider in our area, nor is that our goal. That said, we amicably work with all insurance carriers to settle claims on a daily basis, and we routinely adjust our bills to make sure we are fair and reasonable to both the insurer and the insured.  Our pricing reflects our costs to deliver a high-quality service in the Denver market, and I wanted to make sure to let you know that our decision to charge pricing in line with costs is in no way a violation of the **************** agreement or anything else, in spite of what USAA might have to say on the matter. It is USAAs position to pay only the suggested Xactware pricing that is not fair or reasonable.
  
  I felt it important to fully address your question, and to let you know that after review, we have decided to discount the remainder of the balance owed. I apologize that we were not able to reach full settlement with USAA on this claim but wish you the best of luck in the future.
  
  Very best regards,
  ****
  

  Restoration 1 of West Denver

  Date: 09/05/2023

  We sent a reasons to this client earlier in the day over email.   

  **************,
  
  My name is **** and I wanted to get in touch with you regarding your call with our accounting team this morning. ****** and I discussed your account and together we listened to the call. I understand the questions you were asking and felt that we could have been more clear and compassionate in our response.
  
  I did want to address one of your questions which was regarding our pricing. Xactware is an independent, third-party company whose software is used by insurance carriers and restoration companies alike for the purposes of communicating on scope of work and pricing. Per the software agreement that all users sign, Xactware does not set prices, they only publish average pricing based on their methodology. They research and report on industry pricing. They use pricing information from general contractors, subcontractors, insurance carriers, insurance adjusters, and a host of other industry professionals as they research and report on the average market price for each price list item. Xactware goes to great lengths to ensure that no one party or industry segment has any undue influence on the pricing data that it researches and report on. Xactware does not tell individuals what they should charge (or pay) for work, but rather provides information that is intended to be helpful in the estimating process. (****************************************************************************)?
  
  As a small business, we are proud to offer industry training, state of the art equipment, full benefits and generous PTO to our employees. We believe that if we take good care of the people who are taking care of our clients, we will best serve the individual homeowners and property managers that choose us when property disaster strikes. We are not the cheapest service provider in our area, nor is that our goal. That said, we amicably work with all insurance carriers to settle claims on a daily basis, and we routinely adjust our bills to make sure we are fair and reasonable to both the insurer and the insured.  Our pricing reflects our costs to deliver a high-quality service in the Denver market, and I wanted to make sure to let you know that our decision to charge pricing in line with costs is in no way a violation of the **************** agreement or anything else, in spite of what USAA might have to say on the matter. It is USAAs position to pay only the suggested Xactware pricing that is not fair or reasonable.
  
  I felt it important to fully address your question, and to let you know that after review, we have decided to discount the remainder of the balance owed. I apologize that we were not able to reach full settlement with USAA on this claim but wish you the best of luck in the future.
  
  Very best regards,
  ****
  

• Review fromEMMA M

  Date: 05/24/2023

  1 star
  On December 24, 2022 (********) at 2:00 A.M. in the morning, we woke up to the sound of running water. We went to inspect and found about 3 of cold water in the laundry and a cascade of water running downstairs to the basement, as well as to the outside porch. We shot off the water and waited until a plumber was available on December 26, 2022.We did not think that there was a lot of damage until the plumber suggested that we contacted our insurance company and Restoration 1 for mitigation and restoration.We followed his advice.Dealing with both the insurance company and with Restoration 1 has not been easy from the very beginning; especially for elderly people.We have had to deal directly with Restoration 1 because the insurance company does not want to deal with that company. This is taking a lot of time and energy. Our main problem has been that Restoration 1 is the scheduling, the work pattern, beefing the standard industry prices, charging for things that were estimated but not used/done and dealing with some of the personnel.