Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  after a house fire on 11/23, my insurance company, USAA, hired a 3rd party contractor, CRDN of Oregon, which is a franchise of a national company, to date, they have broken, beyond repair, 3 items. it took me two months to receive compensation for the 1st 2 items. Yesterday, i was informed, via email, that a $4000 statue, with high sentimental value, was broken and cannot be repaired. i have repeatedly called and emailed the franchise owner, *** (last name unknown) requesting their insurance and bonding information. She has repeatedly ignored my requests for that information. She also refuses to return my calls as do others in the company.

  Business Response

  Date: 03/20/2024

  Hello -

  We have had consistent communication with the homeowner from the start of this job.   Please find the attachment communication log.    This log represents notes from phone calls and  most of the emails which were to and from the homeowner throughout the entire process.  If you would like the emails forwarded we would be happy to send them. 

  It is common in the moving and restoration industry that human error can occur and an item could be broken my accident.  CRDN has many protocols in place to avoid these issues but now and then an item is damaged.   With regard to the plate that was damaged, we actually had a photo of the damage documented in the home as pre-existing but as an effort of good will we paid the homeowner $200.00 for the plate and a purse.  The purse did look like we could have caused the damage.   The third piece is a sculpture that has two small legs holding up a heavy top and unfortunately, the legs broke in transit.   This was a very fragile piece.   We immediately notified ****************** that we had broken the piece and requested information regarding the piece so we could find resolution.   ****************** indicated that the piece had a value of $4,000 when she bought it 20 years ago, she was unable to provide a receipt or put us in touch with the artist.   I was able to suggest that we work with an art conservator to assess the piece and hopefully have it repaired.    ****************** indicated she would consider repair but she did not want the piece appraised.   If the piece is not repairable, the only way for us to come up with compensation would be to have the piece professionally appraised but we haven't needed to go there yet, as we are hopeful that it can be repaired.   We did agree to pay ****************** $1,000 toward the piece for her inconvenience on 3/19/24 and provided her with our biz license and bond info that she requested as well.   Typically, a check will go out on the next check run which could be ***** days until receipt.

  Regarding the bond and license information I was confused as to what exactly she was looking for and it did take me some time to analyze the request and meet with our Insurance rep to discuss sending it over.    Both documents have been provided to ****************** prior to our receipt of this notice.

  Attached here is our work authorization signed by Ms. ************* that clearly states that damage can occur during the cleaning process particularly on older items that *** have become more fragile with age.    While our work authorization clearly states we are not liable for that damage, I have been working with ****************** daily to come to an agreement on how to compensate her for the damaqe albeit clearly addressed in our work authorization.  CRDN of Oregon has never been shy to resolve issues in a quick manner and I believe when you review the communication log you will note that we have not ignored her requests.   We have paid her $200 for damage that photo documentation indicates was not our fault but we paid it anyway.    We not only offered and initiated the addition$1,000 payment, we did not charge for additional services requested by ****************** in an effort to salvage the relationship with ****************** and also USAA Insurance with whom we have a National Agreement for services with.

  ***************** complained that we did not take her calls.  We have taken many calls with her but chose to go to email to be sure there was a strong documentation of conversations and agreements.

  Please let me know what if any other documentation you need to be sure that our attempts to work with ****************** are clearly defined.

  Thank you for your time.

  *******************

   

   

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a house fire March 17th 2023. Most things in the house were destroyed. **** claimed a lot of the clothes were restorable so they took a couple bags to clean. They were paid $1,670.61 for that particular load of items from my insurance money before I received the items. When I received the item in return there was 1 box of non restored items and a box of restored items. However neither boxes were properly restored. They put tags in everything that left massive holes typically along the front collar area so it is very visible. Smoke stains in most things still. The stuff still had smoke smell tinged to it. It ended up being a waste of $1,670.61 because only about 8 items from the first load were properly restored my children and I were not able to wear those clothes or use the rest of those items again. CRDN came for another load before I was able to look at the previous load. I received an invoice for $2,913.26 for that second load that I must pay before I can receive the rest of my items. Why must I pay $2,913 if I am not certain my items were restored or just washed and folded like the previous load? I think it's wrong to take advantage of people who just lost everything to charge people so much just to wash and fold clothes and tag non clothing items and then claim it's restored when really they are just putting more damage. I'm not sure if it is the company, the equipment or the people that are restoring the items but there should be more focus on honest and legitimate results.