The General Manager of Pro Action, Boris Todorov (who is listed as the company owner on their website) along with 2 employees were the team that came to our home to clean after a flood and were dealing with the damage to our home and belongings. I know there is absolutely nothing that can be done to go back and fix the damage, stress and heartache they caused for us. However, I would like to stop someone else from going through the same nightmare we did.
I have NEVER written an online review for any company before, but after what they did to us I found it beyond necessary to inform anyone I could of the garbage we have dealt with because of their negligence and laziness.
The day after we had a flood, Pro Action was sent to our home. Our expectations that they would successfully do their jobs and we could rely on their help were much too high apparently.
By the time they were done:
Two new cardboard boxes had been lined with garbage bags and filled. However, they were filled with both damaged and non-damaged items.
The additional wet and damaged items were taken out of their original wet cardboard storage boxes and put into new cardboard boxes - with no plastic liners - so the water just drained through and sat on the floor under the box. (Common sense dictates that this does not eliminate the opportunity for mold growth.)
After going through the boxes ourselves and having the restoration company send their own team out to do the job again, it was determined that each box was filled with items that were both wet and dry, so a lot of items were salvaged, despite being treated like trash by Pro Action.
There were some electronics in the basement that were damaged by the flood, these were scattered randomly throughout the basement. They were in bags, wet boxes of contents and trash, and lining boxes. It is unbelievable that we needed to participate in a scavenger hunt to find these items, the expectation by all was that Pro Action would separate the electronics and pile them up for assessment.
There was a guitar case leaning up against a wall when they left, the case was filled with water which half poured out when we opened the cover on the case. I don't expect a thick fabric lined guitar case to be dry, but I certainly expected it to be empty and at least drained of the standing water.
Our cat's travel kennel was down there and apparently hadn't moved - Pro Action had gone around it. When my husband lifted it to move it out of his way during the electronics hunt he discovered the inch of stale, dirty water lining the bottom of the kennel as it poured out and onto him.
Additionally, our basement only had one electrical outlet available to them, so, as a solution for them when they needed to plug in 2 industrial fans, they used a power bar that belonged to us that was in the flood. The next day, the electronics company was here and wrote off every power bar that was in the basement as they were unsafe for use.
And my favourite part....I honestly could have let everything else go considering all that we are now dealing with, but they did this:
We had rubbermaid tote bins in our basement that are water tight so no damage occurred to the items inside.
Until Pro Action arrived.
They, honestly - I cannot make this up, put soaking wet damaged items, dripping wet clothing, books and Christmas ornaments into OUR tote bins and damaged the items inside beyond repair. They were full of, amongst other things, my Grandmother's belongings that had been given to me after her passing - these cannot be replaced and the fact that they were not damaged in the flood but by Pro Action brings me to tears.
The night that we had a flood, so did most of the town that we live in, the idea of Pro Action going to another person's home and doing the same thing to them horrifies me.
Response from Proaction Carpet Care
Dear Mrs. Wallace,
I accidentally ran into your comment from almost a year ago and I am so surprised you felt this way. In fact I am floored of your untrue and undeserved comments.
I clearly remember all the details from the work we had done at your home on July 23, 2012. I also remember that I personally walked you and your husband through everything we had done, before we left and you were very happy with us at this point.
We were subcontracted to do a certain portion of the work and we are in no way responsible for how the rest of your claim was handled.
We are always trying to make our customers happy and I wish you had called us on the very next day if there really was something we have missed.
I do understand that even the minor water damage could be very stressful for the homeowner, however I have to clarify how the whole process works and what we were hired for.
We were contracted by your Restoration Company to do only the emergency clean up and set up drying equipment.
In your case you had a small flood in an unfinished basement and not too many belongings. We dispose all wet cardboards that were sitting on the floor, we re-packed and bagged wet contents and moved and blocked your contents. We sorted your contents and kept the dry ones on the separate pail. We removed wet insulation under the stairs. We cleaned and sanitized your basement floor. And we set up drying equipment.
We were hired ONLY to extract standing water if any, clean and sanitize your basement floor and set up drying equipment. We were just helping everyone in a moment when people were waiting for their cleaning crews for weeks.
I am sorry you felt this way and possibly lost some belongings, but it has nothing to do with us, there was supposed to be another company coming to your address the next day to deal with your contents.
You are right for one thing we did use the power bar we found in your basement. We had to dry the structure quickly in order to prevent further damage to your home. We also showed you the faulty GFCI outlet on the wall, saving you significant amount of money from buying a new sump pump, as the pump was fine.
I truly hope that you are not writing this review because of some possible limitations in your insurance policy or some unmet expectations dealing with insurance.
We ask you, please kindly remove your comment as it is leaving a bad and undeserved impression to our company.