ComplaintsforSansara 24/7 Restoration

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Invoice # ******* in the amount of $600.00 was paid to Sansara Repairs (AdvantaClean) for ******************* Repair by Selling Agent for Sellers at closing on my home. This repair was to be done at the same time as the finished basement wall repair by Sansara after the water leak repair . The wall and construction repairs were done in July of 2023 - with *************************** offering a repair method for the ****** post on 7/24/23. He never returned. ********************* and ****** also inspected the newel post but after many texts and phone calls they have never done repair on the basement newel post.

  

  Business response

  03/08/2024

  This issue was amicably resolved with the customer.    We have also addressed internal communication issues that lead to her experience not being the best.   We very much appreciate her bringing this issue to our team's attention.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On or around Januany 6th, 2022 AdvantaClean of West County was hired to to a restoration job from an electrical fire that we had in our home. I was agreed upon that ANY and all items that were not savagable would be placed in the garage. I notice around January 11th that all of our items in our master bedroom closet was thrown out. (So they say) Even though the fire the small fire was in the bedroom it mainly caused smoke damage to the home. There were brand new items taken from the master closet still with tags and in boxes. Alll taken from the home. On or around February 15, 2022, I emailed two of their employees after having a inperson meeting with ******* who over sees the Techs that work in the homes. I prodvided ******* with written list of items that were missing from the kitchen and other parts of the home. Bascially these things were stolen and I suggested to ******* that we could all and make a police report and he suggested that he try to handle it in house first. I also mentioned to ******* and ***** that the dumpster and company trucks damaged my grass in the front and rear of the home. My mail box was also damaged by their trucks due to parking on the grass. ******* and I agreed that once the ground thawed that they would fixed the grass since we had big snow falls. After reaching out to Julie who is Brandon's assisstant she had my mail box fixed and she new about fixing the grass once the weather warmed up. I met up with ***** on April 11, 2022 ***** text me and stated that she was setting up things for the grass to be fixed and she was bringing the lien waver. Once I gave ***** the check from our insurance company then her whole attitude changed towards me. I text ***** on May 4, 2022 asking when the grass will be fixed and now they are not willing to fix the grass unless I sign a NDA, I advised them that I am not signing anything, I gave them till May 15, 2022 to have my grass fixed or I would seek legal assistance.

  

  Business response

  06/09/2022

  Our company is addressing each issue individually below:
  
  1.    Contents discarded or missing:  The non-salvageable items were NEVER going to be placed in the garage as no responsible certified firm would leave smoke damaged items or burnt items in a garage! The day we started in the bedroom, where the fire occurred, the crew was going through all the items in the bedroom, bathroom, and closet. Our crews were taking pictures of the rooms and then throwing the items into a dumpster. During this time Mrs. ***** was present and when asked about any items she may want to keep vs discard, she informed our crew “throw it all out, my daughter has asthma and i have $192,000 in coverage on this stuff” all she asked about was a urn with ashes in it. When our firm notified the adjuster he also informed our firm that the bedroom, bathroom, and closet was to be totally demolished and EVERYTHING discarded. All he needed was items not in those rooms to be inspected and a decision be made concerning those specific rooms.   The *****’s were provided at least a week to remove items of any value or concern before demolition and disposal commenced. 
  
  During the site cleaning process Mrs. ***** on multiple occasions asked that we discard multiple items and she continued to state that “I have $192,000 in contents so I want new items and not smoke filled crap”.
  
  The items that were alleged to be missing were documented by Mr. and Mrs. ***** and they set a value of each of them.  These contents are ultimately the responsibility of the home owner and their insurance company to reimburse them for damaged or lost contents during the fire or during the fire cleanup and disposal.  We asked them 2-3 times to list everything they felt was missing which should NOT have been thrown out per their insurance company instructions to our firm.  Further, we asked and even encouraged them to file a police report if there was any real concern over any inappropriate behavior by our crews. Through our internal discussions and efforts to find these items, it appears that all of these missing items were thrown out as agreed upon with the adjuster. The *****’s produced a document asking for a cash settlement and we allowed them to simply deduct from our payment that amount simply as a professional courtesy.    In retrospect, despite our courtesy deduction, due to multiple online complaints by the Couch’s since, we should have put a NDA/Non-disparagement clause in return for this deduction or deferred them back to their insurance company.
  
  2.    Damage to grass – The damage to their yard could have been caused by either dumpsters, our vans, or Mr. ***** himself who often parked on the grass in these same areas.    This is a common hazard during busy construction and restoration job sites.  Regardless of the cause or responsibility, we have stated multiple times we are happy to help address the grass damage with a clear scope of repair work and definition of acceptable, but only in exchange for the removal of all online complaints and a signed non-disparagement NDA document filed since we agreed to do this as a simple business courtesy.   This is our standard business policy for any refunds and or repairs not clearly associated with our work.   We didn't follow this policy with the contents deduction which was an oversight we are not willing to repeat.
  
  3.    Damage to the mailbox – The mailbox was not damaged but was simply knocked loose by an unknown source during the large job.   Our crews have already adjusted the mailbox.  This simple repair was completed many weeks ago.

  Customer response

  06/09/2022

  Complaint: ********
  
  I am rejecting this response because: We did not cause damage to our own grass. My husband does not park in the grass. We have paid alot of money to get our grass in good condition. ***** and ******* are both scammers. I was told and have documentation that the company will fix my grass due to their trucks driving on it. Since I wont sign a NDA they are refusing to do so. I did not even bring up all the ideas that your techs stole from our home. This is not your 1st fire job, your company knew those items were supposed to be stored in the garage, you said it yourself *****. Per ******* the Lead tech on the job had 20 years of experience so he should have known also. The items in out master closet was not damaged to the point where they needed to be tossed out. Our closet door was closed, hardly any smoke got in there so SOMEONE with ADVANTACLEAN had a second Christmas on us. Your workers have been stealing from your customers, We are just the customers to hold you responsible.  Your workers stole from my home and ***** ******* and ***** are trying to cover it up. When I suggested lets call the police ******* Said oh let me get to the bottom of it first. I feel as though ***** was trying to do an insurance scam, You wanted me to take the money that your company owed due to your workers stealing from us. His words were oh not to worry your insurance will take care of. If you did not steal anything and EVERYTHING supposedly went into the dumpster why spend all that time taking off over 75 tree balls and bows, why not toss the entire tree! you left the tree and took everything else. They stole liquor from our home, brand new clothes that was not even in the room where the smoke was. They stole most of my small appliances, open and drank water that we were told not to drink by ***** because it was harmful. Your workers took brand new clothes, expensive handbags that were still in the boxees, diamond earrings, necklace, ***** TRIED to charge for things your comapny did not even clean.  I have attached proof that your drivers were parked on my grass and knocked over my mail box.  Your company has dishonest workers working for then including *****. I am asking for my grass to be fixed per the letter Julie typed up. That letter and all the Text messages where ***** is stating she is trying to schedule a time to get it fixed will also stand up in court
  
  
  
  Sincerely,
  
  ****** *****

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