Until recently, our dealings with Restoration Cleaners were mainly through another business that…read morecontracts with them -- Blackmon Mooring. Restoration Cleaners was used by Blackmon Mooring for the purpose of assessing and/or restoring electronics after damage (in this case, flooding) occurred. Two Restoration Cleaner employees were working on the account and during the time they were servicing our account, were let go. This may have contributed to the problem.
After the flooding occurred, Blackmon Mooring took all of the items from the house for the purpose of repair/storage, etc. There were some clear problems with the electronic equipment and Restoration Cleaners was tasked with determining what was going on. They found that there was a problem with the receiver for the stereo system. Initially, they noted the equipment was not working and put a notice on the equipment that indicated it was DOA, or dead on arrival. Blackmon Mooring brought this damaged equipment back to the home and explained it was not working. However, after they initially brought it to the home, they took it back --presumably, they brought it back either to the Blackmon Mooring facility or to the Restoration Cleaners facility (that part is not clear). The next time the equipment showed up in the home, it was labeled operational. We figured Restoration Cleaners had gotten it fixed or that someone had mis-labeled it to begin with. When the equipment was returned to the home, we asked Blackmon Mooring to set up the electronic equipment as it had been found. This was part of the work agreement we had. However, Blackmon Mooring indicated they could not do so, since Restoration Cleaners was in charge of all the electronic equipment and they needed an "electronic specialist" to come in and set it up. So we contacted the project manager at Blackmon Mooring and we were told that whoever had been working on the equipment was no longer with Restoration Cleaners and therefore, no one could come and set up the equipment as promised. Understandably, we were confused by this.
In the meantime, we reached a settlement with Restoration Cleaners for the damaged TV. The receiver was not part of the settlement -- but that is because the receiver had, by then, been labeled as operational and sat in the home, awaiting set-up. After some time trying to work with Blackmon Mooring about various issues pertaining to their service (there were some overbilling and service issues, which we are working to resolve), the gentleman I was working with determined that we needed to get in touch with Restoration Cleaners for the electronics questions we had. Finally, we got a contact at Restoration Cleaners and exchanged some emails/phone calls and set up a time for them to come set up the equipment.
Although we had initially scheduled a time for set up, I had to contact Restoration Cleaners that morning (when they did not show up as scheduled) and had to reschedule for the afternoon. Thankfully, it worked out -- it is often hard to match up schedules mid-day! When they came to set up the equipment, they indicated that the receiver was not operational and that it smoked when plugged into an outlet (overheats) and should not be used. This was shocking, since we had previously been informed that it was not operational, then told it was operational, then told we couldn't get our equipment set up, and so on.
I have been working with a gentleman and his supervisor at Restoration Cleaners to resolve this issue and have been trying to be sensitive to the fact that everything takes time. But often, I will wait days (or weeks!) for a response to my email or phone calls. After my last conversation in early Feb, I was told the receiver would be picked up from the home and then re-examined. A month later, no one has contacted me. I emailed once and was told I'd get a response, but have yet to hear back about the issue.
There definitely seems to be several issues here, including communication issues between businesses and between the business and customer, as well as difficulty with follow-up. In addition, there appear to be some staffing issues at Restoration Cleaners and it seems that no one is willing to take responsibility for a situation gone wrong.
I am hopeful that Restoration Cleaners will re-examine the device and either repair or provide compensation for the device. In my correspondence with them -- on the phone and via email -- they have been very cordial and clearly appreciative of their customers. I just hope that they will also follow through with actions.
