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Testimonial Letter - Hurricane Michael

12/27/2018 (Permalink)

Storm Damage Testimonial Letter - Hurricane Michael Photos from Mrs. Gonzalez' restoration project. Rain and mold damage meant demoing all the drywall and stripping out all the carpeting and padding.

This fall, like many people across the nation, we were watching the news with concern as news of Hurricane Florence and the damage it did to North Carolina and Florida was shown on the news.  SERVPRO of Yorba Linda/ Brea has sent our team members to hard-hit regions before.  We knew that our talents and expertise would be important this year, too.

As soon as we could, we packed up several trucks, and sent our licensed, certified and crew of technicians on a cross-country trek to bring a little sunshine to these hard-hit areas.  We were able to help a lot of people during the month that we were there.  The following letter is a testimonial from someone who wanted to share her gratitude with us.  We wanted to share it with you.

To Whom it May Concern:     I would like to tell you what a wonderful, kind, considerate and professional crew you have. My name is Stephanie Gonzales. My family was one that was impacted by Hurricane Florence. I am a nurse who was locked in during the hurricane at NHRMC. After spending a week locked in at the hospital, I returned home to discover that my house had been damaged by wind driven rain. My husband and sons had gone to my parents house to ride out the storm and stayed there because of the power outages. When I went to inspect the damage, we discovered that mold had already begun to grow on the master bedroom wall. I took all the right steps, I immediately went to my insurance company to start a claim, I went to the storm recovery area and signed up to get someone to come tear out the damaged part of my house. Now, I waited, and waited and waited. The company originally contacted by my insurance company called me once and I never heard back from them. It took more than another week to get power back on because our substation was under water. The tear out teams were back logged, so I waited some more. I finally heard from the tear out team from Missouri only to find out that because I had insurance they would not do my tear out. I was devastated. I asked my insurance agent what to do next and was given another company for tear out and also permission to get whoever I needed to get my house repairs started. After finding out the latest recommended company was not taking on new clients I saw the SERVPRO truck parked across from BB&T. I made the best call of my life! I gave my information to the call center who would give my information to the project manager working in our area. I was to relieved to get a call back in just a couple of days!    This is the beginning of my experience with Cesar Arcila.  Cesar and I exchanged a couple of phone calls as we arranged our schedules to meet up at the house to survey the damage and get an idea of the work ahead. When we met at the house I was wearing a respirator mask because I am allergic to the mold and had already had a very bad experience from the mold exposure with a lesser mask. Cesar was very understanding and we even moved the post survey conference outside so I could remove my mask. Cesar listened to all my concerns and fear about the mold. He was very compassionate and understanding and addressed every concern. When we met Monday to arrange payment and sign papers Cesar again conducted the business outside to limit my exposure to the mold. I was very touched by his concern and understanding. I hung around because I wanted to see that the tear was finally going to happen, not because I doubted Cesar, but because I had waited for seemed an eternity to get anyone to help me. Cesar seemed very understanding and even made sure to introduce me to the team that would be taking care of our home. The men on the team were Edgardo, Santiago, Raul, Angel and Moses. All of them men smiled, shook my hand and reassured me that everything would be ok. When I would stop by to get the mail, if any of the crew was there, they would always stop and smile and greet me.    There was a miscommunication with my insurance company but I gave then Cesar's contact information so they could speak to each other. Cesar made sure to reach out and let me know that he had a discussion with the adjuster and that they agreed the work being done was standard operational procedure and that I was being taken care of.    After the work was completed, I went and inspected and am very comfortable with the work done and that my house is now dry and mold free. I even walked around in the house with no mask. I signed the completion form on line but it would not let me fill-in the rating of SERVPRO but you would have gotten all 10's from me. I had already planned to write a letter to express my thanks to these 6 men. I know they are 3000+ miles from home to help me get back into my home. I do not have the words to fully express what I feel. But I pray for heaps of blessings for each man. I pray for continued success for SERVPRO.    Please make sure a copy of this letter gets into each man's file so they can know the impact they have made on my family's lives. Know that these men and the company they represent turned a feeling of despair and abandonment into one of happiness, gratitude and hope as I start to plan what the finished product will look like. I will have to take after photos so you can see the house fully restored.                                                                                                                                                    Thank you again,                                                                                                                        Stephanie Gonzales

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