Reviews

Review Details

• Review fromJ. H.

  Date: 05/04/2023

  1 star

  J. H.

  Date: 05/04/2023

  We had water leak from our 2nd floor laundry room to the downstairs kitchen area. Our experience with 911 Restoration started great. We talked to a service manager that made it seem like we were going to be taken care of. He also seemed to be a family man and seemed honest. My lack of experience with water mitigations didn't prepare me for what was next (first time home owner and first time water mitigation). We were given an estimate for 20k ($20,000), the service manager talked about what the process of drying would be, he also threw language out about repairs (no repairs were ever made, I repeat no repairs were ever made only drying happened). After signing the estimate they started the drying process. The workers doing the drying were very professional and worked very efficiently. The drying was done in 5 days time, that was all they did, drying.Upon receiving our itemized receipt of only water mitigation, in a very small portion of our home, it came out to be 19k ($19,000) and some odd dollars. Our home owners insurance wouldn't pay due to the exaggerated amount for just water mitigation (Drying only) , our insurance offered 911 Restoration up to $10,000, way above what it should of cost, 911 Restoration wouldn't take it, it wasn't enough. 911 Restoration put a lien on our home with language about foreclosing our home in order to receive their money. They were willing to put our family out on the street for their money. The mitigation should of never been over $3,500. 911 Restoration extremely exaggerated the amount of material they used, the amount of equipment and time the equipment was used, they also went above and beyond to use equipment that was overkill and not necessary. After a very long and stressful 2 years back and fourth between lawyers, public adjusters, neutral umpires, court and 911 Restoration. 911 Restoration settled for $4,500.

  911 Restoration Inc

  Date: 05/05/2023

  Hello *********, thank you for your honest review. We love to hear how great of a job our technicians have done so thank you for expressing that. First, we want to apologize for any miscommunication that you have experienced and for any and all unpleasantness this has caused. Here at 911 Restoration of ******** we strive to make our customers have a sense of peace during an emergency situation. The experience you had is not representative of our company. We want to make sure that our clients are happy, satisfied with our services, and feel at ease through the whole mitigation process. With your project it seems like there may have been some errors in communication on our part, specifically around the insurance and how the payment process works. I assure you that we have evaluated our business plan and have implemented better ways to not only make the client feel more included during the mitigation process but also approach how we handle adjusters through insurance. Again, we greatly appreciate your feedback and sincerely apologize for any distress this has caused. If you would like to discuss this further please call **************. We look forward to speaking with you. 

  J. H.

  Date: 05/07/2023

  In response to your reply on my previous review, I accept your apology for our very unpleasant experience in dealing with you as a company. To address our initial experience during our emergency, your representative on scene was very friendly and showed sympathy for what we were experiencing that night. However due to the fact that we were inexperienced and had no knowledge regarding our situation and expenses for damages, your representative on scene which I haven't forgotten his name by the way, knew very well how easily he could inflate equipment, labor and material costs taking advantage that it was an insurance claim. As to your comment on a miscommunication regarding dealing with insurance and the payment process there was no miscommunication, I understood very well that the insurance pays and if they don't the client is liable, I read that as part of your contract. What is not communicated and missing from your contract is that anything said verbally stands for nothing and is only used as persuasive tactic. The total expenses being charged by you ( 911 Restoration ********) were so exaggerated that our home owners insurance company sent us only what they considered justifiable by their adjuster, which included expenses to pay the contractor and make repairs to our home. Which of course didn't cover the initial bill of $19,000 let alone to make repairs to our home. To this day we haven't made repairs and ended in debt with a lawyer trying to come up with your money. The only reason we settled with you was due to the fact that I made multiple comparative claims on my behalf that proved what the actual costs of drying should of been. We should have never paid more then $3,500. Everyone that does business with 911 Restoration ******** needs to know who they are dealing with and be informed about the practices you preform when dealing with insurance claims, they could end up with an entire bill they can't pay if their insurance deems the claim "exceedingly over inflated". I am here simply stating facts due to my experience with you as a company which the community needs to be aware of, If I can save a family from a very unpleasant experience, That is my goal.