ComplaintsforPuroclean Disaster Services

• Initial Complaint

  04/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *********************** ********************* Re: Claim Number: IYG8725 - ************************************************************* Dear Better Business Bureau There was a kitchen fire in my home in January 2023. The damage was so extensive that I had to file a claim with my insurance company Travelers. Travelers uses a company named Puroclean for cleaning and restoration. The invoices that were provided by Puroclean were fraudulent. Puroclean billed Travelers nearly $ 32k for work that was never performed. I have requested on several occasions for the last 3 weeks for an accurate invoice from Puroclean. Due to the fact that Puroclean did not complete the work, I either hired a contractor or me and my husband completed the work myself. Some examples, Puroclean charged $475 for a filter they never replaced. They billed for cleaning my office and laundry room in which they never did. Puroclean billed Travelers for cleaning the carpet, painting, cleaning my furniture, the tile throughout the downstairs of my home, curtains, windows and doors. None of this was performed by Puroclean. *** contacted my Travelers claims agent *********************** and his supervisor ***************************, as well as ************************* on several occasions concerning the correction of the 2 invoices that were billed to Travelers. I would like for Puroclean to refund for the items that werent performed by them and Travelers to reimburse me for the items that I either had to hire a contractor or perform myself.A copy of this letter has been submitted to the ***** ********** of ********* as well as the Better Business Bureau.Thank you,*********************** *********************

  Business response

  04/26/2023

  Dear ***************************** (BBB),
  
  We are glad to provide a response to Complaint ********, as we at PuroClean strongly believe in proactively working with our customers. In this instance, we took the opportunity to begin responding to our customers concerns prior to our receipt of the BBBs April 12, 2023 letter, so we appreciate the opportunity to provide both a summary of the situation and update on the situation.
  
  We received approval to take on this job from the customer,who personally signed our work authorization on February 6, 2023. Based on our review of the property, we provided two initial estimates for our work an estimate for cleaning of the structural elements of the property and an estimate for cleaning certain contents inside the home. The documents provided by our customer to the ******************** in this complaint are those original estimates.During the course of performing our reconditioning and cleaning work, we further discussed our work with our customer, responded to specific requests regarding timing and scope of the project, and made adjustments to the cleaning schedule. We conducted the reconditioning and cleaning over the course of several days, and on some of those days the customer was not present, but our work was observed and approved by other members of the household. At the conclusion of our work, one of the customers family members signed our ***************** Endorsement, confirming satisfaction with our work and noting that PuroClean was prompt, professional, and [v]ery good at what they do. A redacted copy of that endorsement, signed at the customer's direction after completion of our work, is attached.
  
  After concluding our work, it became clear that our customer had concerns regarding some of the cleaning they were not present to observe (it appears that a lack of communication regarding our cleaning on days the customer was not present may have led to some of these concern). We quickly engaged with the customer to discuss those concerns, modified our initial estimates to match the scope of work performed (e.g. the customer had specifically asked ********************** to wait to perform cleaning on furniture, tile,and carpet until after later interior painting was completed but this disagreement arose before that process was completed), and sought to resolve the situation. While we disagree with several of the customers complaints and concerns, ultimately, PuroClean issued revised invoices for both the structural and contents cleaning and reconditioning that reduced the total amounts charged; reducing the structural cleaning bill by 10% and the contents cleaning bill by 50%. Those revised invoices were then provided to our customer prior to our receipt of the ********************* April 12 letter.
  
  Having reviewed the customers BBB complaint, it appears such a revision was their desired solution. To be clear, PuroClean fully stands by the quality of the work it performed on this project but this is,unfortunately, one of those instances where a full understanding and agreement between business and customer has been difficult to achieve. We are hopeful,however, that our efforts and the revised billing have addressed the customers concerns.
  
  Please let ** know if we can provide any further information at all.

  Customer response

  04/29/2023

  I am rejecting this response because:   

  We have not cone to a resolution and I haven't received any correspondence concerning the correction of the invoices I initially received. There was no misunderstanding with the estimated, my concern was the invoices that I received were fraudulent. Puroclean billed Travelers for cleaning they never performed. I want the invoices corrected and sent to me and Travelers reflecting the work that Puroclean actually performed.

  Customer response

  04/29/2023

  Furthermore, that is not mine nor my husband's signature on the form provided by Puroclean. Neither did I sign a contract with Puroclean to complete the work in my home. They just showed up with the claims  adjuster and began cleaning. 

  Business response

  05/11/2023

  Dear ***************************** (BBB),
  
  We are writing to provide additional information about PuroCleans efforts to resolve Complaint ******** with our customer.
  
  As stated in our prior correspondence to the BBB, PuroClean takes both the service it provides its customers and their satisfaction with that service seriously. Given the ongoing concerns expressed by the customer, ********************** engaged an outside third-party to determine what, if any, additional adjustments were appropriate in this matter.That third-party reviewed the customers concerns, reviewed PuroCleans invoices, spoke with PuroClean representatives, including individuals who participated in the provision of the services at issue, and provided recommendations to PuroClean.
  
  PuroClean fully accepted the recommendations of the third-party and made corresponding adjustments to its invoices as recommended by the third-party. The third-party then reached out to the customer directly to discuss the matter and deliver the final invoices.  After discussion with the customer, it was apparent that the customer continues to believe that certain work PuroClean completed was not completed. PuroClean, however, completed all work included in the final invoices.
  
  PuroClean has made extensive efforts to resolve this matter. Based on the continued communications with the customer, however, it appears that such a resolution may not be possible. Notwithstanding, PuroClean has appreciated the opportunity to engage in the process through the BBB and has done all it can to resolve the issue.

  Customer response

  05/12/2023

  Yes a third party contacted me and the only item that was removed from the invoice was the master bathroom.  As I stated before, Puroclean DID NOT clean the master bathroom, master bedroom, office or the laundry room.  I have attached a few pictures I was able to take once I realized what was happening.  This is pictures of the kitchen and the laundry room.  The invoice stated they cleaned removed all items from the laundry room and cleaned the ceilings, walls, floors and used a HEPA to clean the vents.  Does this vent look cleaned?  I took this picture when I was cleaning the laundry room.  Notice the time stamped date.  The other is the top of the cabinets, which was still filled with soot from the fire.  Notice the time stamped date as well.

   

  Thank you,

   

  ***********************

  ************

  Customer response

  05/15/2023

  I am rejecting this response because:

  Yes a third party contacted me and the only item that was removed from the invoice was the master bathroom.  As I stated before, Puroclean DID NOT clean the master bathroom, master bedroom, office or the laundry room.  I have attached a few pictures I was able to take once I realized what was happening.  This is pictures of the kitchen and the laundry room.  The invoice stated they cleaned removed all items from the laundry room and cleaned the ceilings, walls, floors and used a HEPA to clean the vents.  Does this vent look cleaned?  I took this picture when I was cleaning the laundry room.  Notice the time stamped date.  The other is the top of the cabinets, which was still filled with soot from the fire.  Notice the time stamped date as well.

  Thank you,

  ***********************

  ************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩