2 Customer Reviews
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Review from Jill M
1 star03/15/2024
Caution Very disappointed with this company and how they handled our water damage. Be very cautious when selecting this company. Make sure to get an estimate before signing anything. Although they were quick to respond and come out, the rest of their effort/work was subpar. They supposedly went through every box and container to verify damage but truly did not do the job correctly. More than a month later I have found more items still soaked in water and widespread mold on these items. We have had to get another service out here to go through everything and was astounded at how much they never went through. We were so upset with them we contacted the insurance company who had another service come out. When the company sent the huge bill to us & the insurance company, they only included 40 pictures for a 55â X 25â building. They could not provide the insurance company with any specifics of the job like - amount of water removed, inventory of items, etc. the drying fans were not placed strategically around the building as it should have. The drying fans were just pointed at wet boxes on the floor. As soon as they finished the job, I received an invoice and then the calls started about paying the invoice. During this time frame of calls about paying the invoice, my husband had knee replacement surgery, which they were told about, yet 4 days later the lady was calling his cell phone when she couldnâ t get me because I was in a drs appt. The insurance company negotiated a price for them after which they finally agreed to, however the gentlemen I spoke to about getting a corrected invoice said he didnâ t agree to the amount. After conversing, they finally sent a corrected invoice. Save yourself a huge hassle and call another company for your needs!Review from Stephanie E
1 star07/20/2023
Absolute sham of a company. Do not hire or use this company. They completely over charge for services and do not work well with insurance or their customers.
BioPure Environmental Service Response
07/21/2023
I am writing in response to the complaint filed by a valued customer regarding their experience with our company. We take all feedback seriously, and we appreciate the opportunity to address the concerns raised by the customer. First and foremost, we would like to express our sincerest apologies for any dissatisfaction experienced by the customer. We understand that facing an emergency water damage situation can be distressing, and we empathize with the challenges our customers encounter during such times. Regarding the customer's statement that we are an "absolute sham" and that we overcharged for services while not working well with insurance or our customers, we wish to clarify some key points. Agreement and Work Scope: Prior to initiating any work, we follow a standard protocol of providing our customers with a detailed agreement and work scope. We understand the importance of transparency, and we ensure that all terms and conditions are explicitly stated in the agreement. Our objective is to set clear expectations and avoid any misunderstandings during the restoration process. Insurance and Responsibility: While we strive to work cooperatively with insurance companies to streamline the claims process, it is essential to note that the agreement between our company and the customer is independent of any dealings with insurance providers. As you rightly mentioned, we cannot be held responsible for the decisions made by the insurance company regarding coverage or payment. Longevity and Track Record: Our company has been operating since 2016, and we have successfully completed over a thousand restoration jobs during this period. The satisfaction of our customers is paramount to us, and we take great pride in the positive feedback and reviews we receive from the majority of our clients. It is regrettable that the customer in question is among the few who were not fully pleased with our services. Efforts and Transparency: We understand the significance of being responsive, professional, and transparent in our dealings with customers. Our team consistently strives to make the restoration process as smooth as possible for every client, and we take great care in communicating with our customers throughout the project. In conclusion, we believe that the signed agreement and completion of the work scope as outlined demonstrate our commitment to fulfilling our responsibilities diligently. We assure the customer and BBB that we have made every effort to meet their expectations and address any issues promptly. We genuinely value the customer's feedback, and we are open to further discussion with them to find a resolution that will leave them satisfied with the outcome. Our primary goal is always to ensure that our customers receive high-quality service and are content with the results. We thank the BBB for bringing this matter to our attention and allowing us the opportunity to respond. If you require any additional information or documentation to assist in your investigation, please do not hesitate to contact us.
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