First Atlantic Restoration

Our water supply line to the washer leaked, resulting in damage to the floors in our mudroom and master bedroom. I called First Atlantic late on a Friday night, and they were here on Saturday morning to set up the equipment. They kept us informed throughout the drying process and addressed all our concerns. I hope we never have to deal with another water leak, but if we do, we will be calling First Atlantic. I highly recommend them!

This company seemed like they would be a "dream" for my very big water damage claim in 2 story home from 2nd flr laundry room...instead they turned out to be a nightmare! They took my deductible on day 1 which was fine and what my agent said to do. They recommended 1800 Packout to handle the Packout of whole house, brought fans and dehumidifiers 2 days after I filed the claim. Joe, the water mit foreman? Was very nice and professional. It's the next part.... shawn gray was the supervisor of job I guess. We were coming up on Christmas and myself nor the insurance had an estimate for the work or Packout so we asked how they felt about us going to Padgett for 2 weeks for Christmas and New Years and return on the 2nd. Sean Gray said that he actually "agreed about us going out of town bc after looking at timing it wasnt adding up bc of holidays." Amber at Packout said it was totally fine and most of her customers were doing same thing. Shawn gray was here on thursday the 17th and turned off fans still there but left dehumidifiers on bc the drain tube was still slam full constantly on both. He asked if anyone called about picking up equipment and I said no.he asked me this 2 weeks before as well.... so we had fans and dehumidifiers running in our house from 11/23 to 12/17, then just dehumidifiers.We left sat 12/19/20.good thing I thought to unplug the fans that he had turned off bc when we got back 1/2 night at 630pm after long long day we got to panic bc water was pouring out of ceiling in various spots again. Not 1 huge time like first incident...smaller amounts in various places. We wiped it all up and put buckets down. Called, messaged and emailed our supervisor shawn gray. No response... at 830pm at 1am at 515am and 9am I was awakened by sound of water hitting out real wood floors again. We thought it was water stuck in ceiling somehow....finally sunday afternoon we went in old laundryroom that was completely empty including floor tile they ripped up; except for 1 of their huge dehumidifiers. I remember the train tube from it used to come from it to our guest bathroom sink and was stuck in hole and taped with blue tape to hold it. He had moved it without even mentioning to us back to the laundry room washer drain tube where the incident started...not a big deal IF he had told us so we knew to look in there for an issue when we got home and saw the water and IF he had secured it in ANY way at all. No hook no tape nothing. It was just laying in there and I guess everytime it purged it would shoot water out and work out a little more each time and came out entirely sometime during the 14 days we were gone.so it was purging water on subfloor and coming thru ceiling every 4 or so hours for anywhere from 2 to 16 days....he finally text me monday and said he would try to get someone out that day. I was at dr and just got home and next thing I know there were 2 workers there looking at damage. We actually had to dump water out of the fans to plug back in and turn on to face back at ceiling, floors and now recliner leather chair, foot stool and couches. We already moved and secured drain when we found it so they checked it and took pics of subfloor in laundry room.my insurance said that the Packout scheduled for the 6th was way overpriced and they shouldnt start until its approved bc I already explained I had no addtl $ for stuff not covered.i told first atlantic and Packout this and told them that the repair part was missing door dividers, all contents I had sent them list and corresponding picture in order of, many common stuff like carpet padding to go with new carpet, had rooms misnamed and full closets and rooms just missing. The measurements were very very wrong and they had pre manufactured flooring down instead of the oak floors we have. I didnt even freak...I said is this just to start and u guys add stuff later? Is that how insurance works bc this is new to me and they got rude. Shawn gray scheduled a time of noon on tues to have a phone call with me and explain it and go over plans. He didnt call bor answered when I text and called him after 1pm. Thursday morning my doorbell rings and they cone on and start grabbing all fans and dehumidifiers. Left sticky from tape on floors and everything where they piled it. I called my agent chantel and she was the one who told me just then that the night before her and shawn were talking and he decided to back out of project. I asked why and she said bc of the long list of contents I wrote and gave him and bc he did not think that he would be able to make me happy no matter what??? Huh? What in the world was he talking about....? He is the one who stood in my dining room and told me to write all contents that could be damaged even if I didnt know yet down as damaged bc "more is better than not enough."next I called him and he beat around with no definitive answers except he would not stay on. I called agent back and asked if she would ask him and he told he no again....I have never done this and trusted him and did what he said and for him now to say that is 1 reason he was pulling out shocked me. As far as not pleasing me...I was completely at their mercy and was so nice. I never was concerned until the dehumidifier tube leaked everywhere after they had left equipment there over a month and then moved it without securing it. He literally acted like i wasnt being honest that it was laying on the floor....it did not benefit us at all plus I am a Christian woman who cant even lie. I would be so guilty I would probably throw up. He told me those drain pipes are very deep...hmmmmmm...well my washer drain hose fell out of it somehow so....? I feel so dumb bc I begged him to stay on bc I am disabled and had just endured like 7 appts over this project and now would have to start over. I asked my agent if Packout backed out too and she assured me they didnt. She said there was no reason why they would....well guess what..they did 2 days later. Amber at packouts excuse was that the insurance company was slow at responding and approving and we had to delay bc of us leaving town and now might have to again. Well not my fault we might have to again geez. And I cannot force the insurance....I literally cried all day. I thought I did something wrong and was so dissapointed in myself and the fact that I put so much energy into having all those appts with them for nothing.... my husband came home and flipped. He is a contractor and said that if he did damage and pulled out that his insurance would be there so quick and file a liability claim etc and that i did zero wrong. He explained that they backed out as soon as dehumidifier leak happened. I realized then the excuses they used were things we had already dealt with and they were just excuses....shawn gray at first atlantic restoration and amber at 1800packout backed out on me after they were negligent. They could have prevented that from happening some many ways and messed up all opportunities to keep it from happening. Next I find out that 1800packout is owned by first atlantic restoration. They misled me with that. They said amber at packouts handled all first atlantics claims....I guess so if u own them!! Do not use these companies. They are not honest, culpable, responsible, transparent or respectful. They took advantage of my lack of insurance claim knowledge and made a disabled woman cry all day like I did something wrong when they are the wrong ones. I'm glad I'm not so big that I can walk in and rip up a house, cause damage with my equipment I left their like it was a storage locker and then was even more negligent with drain hose security. Their idea to fix that is to back out completely so they cant be held responsible or expected to fix it while here...I was telling my insurance about how I asked them to stay on and was upset they didnt bc we would have to start over and she said I get that with your physical limitations...but why in the world would you want them doing the work? Especially after how they have handled this. Things happen...but take responsibility...dont make customer feel like she did something when u know she didnt just bc she has never dealt with claim before and seemed like a pushover to you. I called company main phone and they didnt even call me back. 2 days later I called again and retold everything and they scheduled a bigwig to come out with another person but then said they were bringing shawn gray mist likely. I got very intimidated then. I called my insurance and she said to cancel it and that she would send someone to look at damage..so I did. I have time stamped pics, videos texts and emails to back up my whole story proving what they did. Shame shame.i have horrible mold all over now bc of how long it has been sitting moist and neglected. New company doing estimate now. Just horrible. They also called or emailed me each day after to make sure they got the rest of money they say I owe them...since they wouldnt give deductible back to insurance...after all that they needed the 1836.00 for fans and dehumidifiers. They put 3 days each down lol. They were at my home from 11/23/20 to 1/7/21. SHAME ON FIRST ATLANTIC RESTORATION, SHAWN GRAY, 1800PACKOUT AND AMBER THERE.

We had huge tree limbs fall on Our home during a storm. We filed a claim with our Insurance Company. The immediately sent a claims Representative from First Atlantic Restoration named Jon. He took the time to explain what needed to be done. penny informed me of when work would begin. She kept in contact during the entire process. Jeff, Gene, & Don made sure the work was completed in a timely manner. Mr. Chip Dawley even followed up to see how the job was going. They restored our home and made sure they cleaned up. This job was done with professionalism from each person We came in contact with. Our home does not look like what it Went through. I highly recommend First Atlantic Restoration.

After the initial phone calls to the insurance company, 1st Atlantic showed up the following day and provided a drying unit and their estimator coordinated with the insurance company. Stated the drying unit would be in-place for about 4-5 days and they would be able to address the repairs in about 7-10 days. On my end, I verified the full coverage from the INS. Well, after two weeks, seven phone calls, and frustration, I was informed of a project manager assigned to my repairs. I called this person, and again left numerous messages for coordination to no avail. Turns out a different individual was finally assigned. It took 27 days after the first visit for them to return to the site. UNSAT! Then, they promised to start the following week. Two weeks later the work actually started and, over the next three weeks, the work progressed at a decent pace and the cabinets were re-made, drywall repaired, etc. This should have been a 3-week restoration from initial to final. However, it stretched to about ten weeks. Good quality of repairs but the communication between employee and homeowner was horrible.

Left several messages with First Atlantic Restoration to find out the estimate. Never got a return call from. Gave them insurance company information. I would use them if I could get the estimate.

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Provider did not return my call. Therefore i contracted with another provider.

We were satisfied with their service.

They arrived very promplty within an hour of my phone call. They sent out a supervisor and crew. They removed all the debris, making my home safe again. I didn't have to lift a finger. I found them to be very customer service friendly, very organized and invested in my satsifaction. I really appreciated the extra attention they paid to the back of the home. Before they left they had it looking as good a possible. All in all I felt that First Atlanic was a terrific company and I would use there services again in a heart beat.

They were excellent to deal with from the estimate through the repair.