We had a small fire in the garage. These guys were first on the scene, and the rep was friendly and informative. But from that point on, communication was spotty at best, we were more than once given service time frames and arrival times that they didn't come close to meeting, promises were made on other things and not kept, and of our approximately 1125 items inventoried during their pack-out process, only 54 were cleaned and returned. The remaining 1079 were listed as total loss and thrown out.
The items cleaned and returned were almost exclusively items we had "green stickered" as items we wanted back even if they weren't able to restore them. Half the items returned were not only not restored, but were still covered in soot as though no effort had even been made to restore them in the first place. I did a better job on many of these items with a Lysol wipe than they did with theoretically superior equipment.
Now, the insurance company is giving us a hard time about what this company listed as losses, saying most of the pictures of items listed as losses looked perfectly fine. Everyone we spoke to at this company was very friendly and seemed to be on game, the only reason for the second star, but the actual performance was repeatedly and consistently shown to be unreliable and has resulted in nothing but problems on our end with scheduling and insurance. Would not use again.
Update: Upon having to manually enter the entire loss list (yes, over 1,000 items) onto the insurance company's claim page because they wouldn't accept the PDF submission from this company as a valid loss list, I determined there were a number of items not listed. Assuming these to be the "restored" items returned to us, I wasn't too worried about it.
But now, after having finally worked up the emotional energy to go through the small pile of returned boxes, we've discovered a number of items outright missing. Reviewing the "restored" and "loss" PDFs this company sent us, they were never inventoried in the first place (they say otherwise and have pics in their files, but I don't see them in either the Loss or Salvage lists I received)
After reaching out to the company, they still have a couple of our boxes, including those two paintings. They apparently attempted to call us some time ago (like two months?) about them, but I missed their call and there was no follow-up. We were never told the first delivery of our returned belongings was not complete, so it never occurred to me they'd be just hanging on to a few boxes more of our stuff and wouldn't have brought it all at once.
Again, friendly and accommodating when I spoke to them about this, so they keep bonus star for that. End result is they're supposedly bringing the remaining things to us today. read more