ComplaintsforSOS Rescue Restoration Inc

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are reaching out regarding repairs to our home that began on Monday July 22nd for two days and have failed to continue despite many attempts to continue this project to completion. We believe the delays are brought on by SOS and the lack of proper communication with Joe C. We would like this resolved appropriately. Due to the number of issues and time we have spent trying to have this resolved, we have attached documentation that details what we have been dealing with over the past 3 months. Please take a moment to read through our experience to help us rectify and complete this project so we can get our lives back in order.

  

  Business response

  11/12/2024

  We are surprised to have received a complaint by the insureds. 

  The project was not approved by the insurance company until 6/21st.

  On June 21st we started asking the insurance co. of the asbestos testing they performed and did not receive those until July 3rd. 

  On July 5th Joe submitted a supplement for a shower unit because we discovered damage was underneath for like, kind, and quality.

  We were scheduled to start on 7/9 however on 7/8 the insureds got Covid. On July 15th Joe reached out to the insurance company for approval on the shower.

  On July 24th work commenced Joe asked about shower approval again. Joe also asked the insured to pick out a shower unit and gave them the budget. 

  When the insured gave Joe their shower selection the selection was over budget and Joe requested how they would like to pay for the additional cost.

  August 7th Joe requested for additional funds for the shower unit because insured didn't want to pay the difference. Joe asked for approval from insurance co. again on 8/14 & 8/20 & 8/23.

  Then insurance company denied the upgrade for the shower unit which started us back to square one and so then we had to wait for approval of original shower unit which they gave on 8/26.

  Joe reached out to the homeowners on 8/12th, 8/19th, 8/23rd, 8/23rd again Joe let them know that they denied the upgrade on the 8/23rd, however previously ordered the original unit that was approved and it came in broken on the 8/19th. 

  The insureds did not get back to Joe until the 8/28th and stated she wanted to get on the same page about the shower unit to Joe, the adjuster and her husband. 

  8/29/24 Joe responded we have approval for like, kind, and quality, and asked if they'd like to pay the difference. No response from the insured and Joe followed up on 9/3 with them on his previous email. On 9/4 they stated they were out of town and asked if we order the shower unit and when it would be installed but then they stated they were still awaiting the insurance companies' response to the upgraded shower before moving forward. 

  On Sept. 10th they stated they were looking for a detailed update on the shower unit. Joe responded they are only covering like, kind, and quality and no approval on the upgrade. The insureds responded ins. Joe did approve the upgrade but we had nothing in writing. Joe responded they only approved $800.00 and you picked out one for $2,000.00 and copied the adjuster on this and they were awaiting his response to see if he would approve this.

  9/17 Joe followed up with everyone asking if there was any clarification on the shower unit. On 9/18 the insured responded that they are awaiting on the response from the insurance adjuster, but he approved it has he communicated this with you. 9/18 Joe responded when we submitted for the upgrade it was denied and hesitant to order because we know you don't want to get charged the difference. 9/19-Joe the adjuster left a message and stated they were going to pay in full for the upgraded shower unit. 

  9/20-insured requested for Joe to send a new crew on Monday to start the work. However, Joe responded he needed to confirm the shower, and we are working on a new crew to get over there and hoping they free up soon. 

  10/9-Insured reached out looking for an update on the shower. On 10/11 we are just waiting on the shower unit to continue, and some parts were delayed and back ordered. 10/11- Insured asked if we could start with the parts that are in Joe responded on 10/11 and stated he needed those pieces to start to continue. 

  10/12-Insured asked if we could order the base we needed from somewhere else. 10/16-Joe responded on that it was a product only ********** carried, and they are stating 10/22 it should be in. 10/23 insureds asked for an update and on 10/25 Joe stated the last part should be in and scheduled a walk thru and start date on 10/28/24 with the insured. 

  After Joe met with them the insured wanted their plumber to do the work and to schedule through him and Joe reached out and Plumber stated he would respond on 10/29. Insured wrote to Joe on the 29th and stated the plumber wasn't available until November 6th. Joe dropped off all shower materials on November 5th the plumber installed the base on November 6th the insured was not available on the 7th and crews were there on November 8th to paint and patch the crew took yesterday off for the Holiday and crew is scheduled to be each day and complete by Friday. 

   

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