- Report: #1004760
Report - Rebuttal - Arbitrate
Complaint Review: United Water Restoration | Ripoff Report Verified™ ..businesses you can trust. Commitment to customer satisfaction. full service restoration company available 24 hours a day, 7 days a week - Water, Flood, Fire, Storm, Sewage, Mold emergencies. Guarantee to dispatch a technician to your property within minutes of receiving your call.
United Water Restoration Group, Inc.Internet United States of America
United Water Restoration Group, Inc. REVIEW: United Water Restoration committed to customer satisfaction, United Water Restoration implemented strategic changes to insure the best service for customers. Serving the entire State of Florida.
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a safe business service – United Water Restoration Group, Inc pledges to always resolve any issues, feel safe, confident & secure when doing business with United Water Restoration Group, Inc. Ripoff Report Verified™ ..business services consumers can trust.
EDitor’s UPDATE: Positive rating and recognition has been given to United Water Restoration Group, Inc. for its commitment to excellence in customer service.
Ripoff Report’s discussions with United Water Restoration Group, Inc. have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. United Water Restoration Group, Inc. listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
United Water Restoration Group, Inc. is committed to Ripoff Reports Corporate Advocacy Business Remediation and Customer Satisfaction Program and is committed to 100% customer satisfaction and has made every possible effort to ensure that all customers have a positive experience while at their business through our program. [continued below]....
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
After speaking with the management at United Water Restoration Group, Inc. and emailing anyone who filed a complaint in the past, Ripoff Report is proud to give United Water Restoration Group, Inc. a positive Rating.United Water Restoration Group, Inc. made efforts to ensure that all customers were satisfied and United Water Restoration Group, Inc's management assured Rip-off Report that the business has an improved business model that features customer satisfaction as the top priority.
Statements from the owner.
” Louis Nagy, Partner of United Water Restoration Group, Inc., stated “We carefully consider all customer complaints as constructive criticism and use them as tools to improve our customer service upon. Our customers are the face of our business and their satisfaction is of the utmost importance. We value our customers above all else, and look forward to continually improving so that their experiences with United Water Restoration Group, Inc. remain strong, consistent and positive”.
United Water Restoration Group, Inc. is committed to 100% customer satisfaction and has made every possible effort to ensure that all customers have a positive experience while at their business.
The information provided in this report below is based on comments made by Edward Garber, Zoltan Kurucz, Endre Banfi, and Lajos Nagy during an on-site inspection held by a third party verification company with no biases toward United Water Restoration.
United Water Restoration’s target market is any home or property owner who has had a disaster such as fire, water, or mold. About 98% of their clients are residential properties with about 90% of them being single family homes. The company can also provide commercial services including hospitals and most notably a CompUSA location that risked going out of business due to mold damage. Besides a high standard for customer satisfaction, the company feels they are set apart because they are independent and not hired by the client’s insurance company. United Water Restoration has been in business for more than 7 years and average about 5000 customers annually. They are a part of the Broward County/South Florida Chamber of Commerce and hold numerous required licenses including biohazard and general contractor. All complaints are personally handled by upper management as they feel they take a vested interest in the customer experience.
The company’s sales process beings with standard business marketing through every possible media outlet and advertisements not limited to billboards, magazines, yellow pages and independent sales representatives. This is done to generate leads from various homeowners and from there in the event of any emergency such as fire, water damage and mold, the consumer can then contact the company for assistance. The response team is available 24 hours a day and contacts the customer within 5 minutes and can usually be on-site within 30-45 minutes. The company feels it is imperative that the customer is made aware the company is not hired by the insurance company and remains a separate entity when the contract is signed.
During the pre-sales briefing process, the company explains that technicians are professionally trained and certified. Additionally, post work inspections are completed by quality control and upper management. Consumers can also be provided with an emailed image of their technician along with the consumer being aware that if the individual is not within company policy for dress code and identification, no work is to be completed.
Currently, the company has had internal processes needing improvement in regards to their tracking system. Furthermore, they have weekly meetings with employees and technicians to brief them on any updates within the company. The company stated that their hiring process is more stringent as each potential employee goes through an extensive background check through MacData. Once hired, technicians must be certified through IICRC and trained how to perform their job efficiently while maintaining a high level of professionalism.
The company states that their most common complaints stem from consumers either with the misunderstanding of their contract and/or are trying to get a discount on their deductible amount which they are responsible for through their homeowner’s insurance. The consumer may not be educated properly on their insurance coverage and that lack of knowledge passes on to the company via customer experience. They stated that some customers have very high deductibles cleared that are not covered by the company however they have various payment options available and presented by the technicians. Another complaint would be in regards to a technician not showing up on time.
The standard practices for resolution goes through upper management who personally visits each job site upon being contacted through the proper channels. The deductibles are cleared with the consumer proper to the sale and they have to sign off on it. In regards to the technician punctuality, a tracking system has been put in place to assist with monitoring the location of the technicians and also providing feedback to the customer.
An example of this was when a client in Orlando had a minimal service need but had a high deductible of $2,500 and did not want to file a claim. A lower cash option was offered and she wasn’t happy with the result so the job was done essentially for free and was given the option to seek the services of another provider and she would be reimbursed. The client was satisfied with this option.
Since the complaints on Ripoff Report, United Water Restoration has put quality control systems into effect with various managers in each district that handle most issues and visit each location. These districts span from Orlando, Jacksonville to Pompano Beach, FL. Technicians are IICRC certified and are required to wear company uniform with logo and name tag at job sites. The company also makes it mandatory for technicians to leave business cards to provide channels of communication to the consumer.
The company stated that the majority of the complaints posted on Ripoff Report are stemming from the actions of a former disgruntled employee. The employee was under surveillance by the company because they were not efficient in their position by using their computer for extracurricular activities. Within a few days after the employee left, the company stated the first report was filed on the site. They feel it is rare for any issue to go as far as Ripoff Report because upper management handles any and all issues for consumers.
United Water Restoration is happy to be a part of the Corporate Advocacy Business Remediation and Customer Satisfaction Program because of the image and reputation it provides. They feel it is very important that eligibility is maintained for this program and the efforts of Ripoff Report being an intermediary are greatly appreciated and all cooperation will be given as required.
Additionally, within the company they make sure that the customer is satisfied regardless of the situation before confirming completion. The customer has the option of various payment plans in the event their deductible may not be affordable for them. They feel that relations are to be built and maintain with the customer along with property managers wherever necessary. Furthermore, timeliness and professionalism is a top priority and customer confirmed invoices are required upon completion of work. Overall, the company believes in going above and beyond for the customer whenever necessary.
STATED IMPROVEMENTS FROM United Water Restoration Group, Inc..
” We carefully consider all customer complaints as constructive criticism and use them as tools to improve our customer service upon. Our customers are the face of our business and their satisfaction is of the utmost importance. We value our customers above all else, and look forward to continually improving so that their experiences with United Water Restoration Group, Inc. remain strong, consistent and positive”.
United Water Restoration Group, Inc. recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Rip-off Report’s Investigation United Water Restoration Group, Inc. has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
After speaking with the management at United Water Restoration Group, Inc. and emailing anyone who filed a complaint in the past, Rip-off Report is proud to give United Water Restoration Group, Inc. a positive Rating.United Water Restoration Group, Inc. made efforts to ensure that all customers were satisfied and United Water Restoration Group, Inc's management assured Rip-off Report that the business has an improved business model that features customer satisfaction as the top priority.
In summary, after our investigation, which included discussions with Management & Ownership, Ripoff Report is convinced that United Water Restoration Group, Inc. is committed to quality delivery of services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer ..
Check out United Water Restoration Group on YouTube
Check out United Water Restoration’s website
---------------------------------------- NOW TO THE ORIGINAL REPORT THAT WAS FILED
United Water Restoration Group, Inc. United Reconstruction Group, Inc. Fails to Remediate Mold, Breaks Laws, Lies, and Leaves Pregnant Woman Exposed to Mold InternetNot only did they completely fail to do the job they were hired to do, they broke at least two laws in our presence and have attempted to cover up their mistakes with blatant lies forcing a they-said-we-said situation.
Three days before Christmas 2012 my husband and I discovered mold growing where some water was leaking in the back of our closet. Unfortunately, we were feeling the pressure of our first fiasco as home owners compounded by the fact that I was pregnant with our first child and the fear of mold exposure prompted us to rush to have the mold remediated without first doing any homework. A plumber sent to us from our home warranty company referred us to United Water Restoration and we hired them immediately. The one red flag that ignored was when the technician they sent, Thomas Santos, gave us the estimate. He said that if we went through the insurance company the fee would double because that would require paperwork. In hindsight, this ridiculous statement should have been enough to send us running. We agreed to pay directly but we had already called the insurance company so they ended up sending an adjuster to review the situation after the work was completed.
We hired United Water Restoration to remediate a relatively small area of mold and we informed the technician, Mr. Santos, that I was pregnant and we were seriously concerned with the impact the mold could have on our health. However, Mr. Santos took absolutely no precautions against cross-contamination. He failed to hang the appropriate plastic sheeting to prevent spores from travelling outside of the contaminated closet and into our bedroom. He failed to vacuum the remediated area (let alone use a HEPA vacuum which, we are now told, is the standard procedure). He ordered us to remove the entire contents of our closet but failed to advise us to contain said contents thus we exposed additional areas of our home to mold spores. The field supervisor sent when we later disputed the issue, Jason Bernard, told us that they had not done any of this because there had been no hygienist protocol specifying those requirements and that a hygienist isn't required to get involved when the area is less than ten square feet. In other words, doing the bare minimum is United Water Restorations standard procedure for small claims when they don't think an insurance company will be involved.
After the remediation work was completed, our insurance adjuster came to review the claim and expressed concerns that the remediation job may not have been completed properly so we ordered air and surface testing from a hygienist. The testing was performed weeks after the remediation was performed and the level of mold spores in the closet was still at a seriously high level. Further, the hygienist found additional biological contamination at the wall base. In other words, Mr. Thomas of United Water Restoration didn't even successfully remove all of the mold from the wall!
Then there are the two laws the company employees broke. First, the technician, Mr. Santos, tried to get us to pay by check stating that there was a service charge to use a credit card (this practice is illegal in Florida). When we contacted the company to state that our insurance adjuster felt the job may not have been completed properly they sent their field supervisor, Mr. Bernard who offered to give us a fake receipt so that we could lie to our insurance company and say we had paid more toward our deductible than we really had paid. Of course, that would be committing insurance fraud so we said no.
Now that we have informed the company of the hygienists findings, Mr. Santos and Mr. Bernard have resorted to lying in an attempt to cover up their wrongdoing. Mr. Santos now falsely claims that my husband ordered them not to remove too much dry wall or carpet and the field supervisor, Mr. Bernard, claims he never made an offer of providing a fraudulent receipt.
Mr. Bernard has now offered, on United Water Restorations behalf, to re-do the work and accept a smaller amount than originally agreed upon. However, the insurance company recommends that we use one of their preferred vendors and, obviously, we have no faith that United Water Restoration will do a better job the second time around. According to Mr. Bernard, because we have chosen not to allow them to remedy the situation, they must insist on being paid for the job they failed to do. We successfully stopped payment on the check however they are now insisting that we pay them something.
This report was posted on Ripoff Report on 01/28/2013 11:09 AM and is a permanent record located here: http://www.ripoffreport.com/r/United-Water-Restoration-Group-Inc/internet/United-Water-Restoration-Group-Inc-United-Reconstruction-Group-Inc-Fails-to-Remediate-1004760. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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