Ultra Clean Services Corp
About this pro
Jill L.Jul 10, 2018Verified
I have been formally asked to retract statements made about Ultra Clean as well as to promptly post them. I was sent a formal letter in the mail which i received March 8th and hand delivery at 10PM at night on March 13th with a deadline of no later than March 15th. I certify that the below statement is true and accurate and reflects my opinion as well as my experience with Ultra Clean. On February 11th I submitted a Thumbtack request for someone to come out to my home and take a look at moisture in my attic. Deborah promptly replied and I called her right away. She stated that their project manager would call me back- I specially asked to be called back on my cell phone and provided her with the number. I did not receive a call on my cell phone. When I came back into work on the 12th I had a voicemail from the project manager on my work phone. I called him back and left a voicemail- once again requesting a call back on my cell phone. On January 13th I received a call on my cell phone and set up an appointment for that afternoon. The project manager came out, set up a dehumidifier in the attic- but no other equipment as documented by photos taken at the time as well as video. On January 20th he met with our adjuster and told him what he had told us that we had a hole in our roof. This conversation is also documented on hidden audio. On January 21st they began demo of a portion of our half story. They worked for a full day- The project manager stated he would stop by to see the work and to sit down with us that evening around 4ish. He did not show up- I sent a text asking if he was still going to show up so that we could run errands and received a response stating that he would be by around 7. We rushed to run errands and I received a text at 7:17PM stating he would show up the next day at 2PM. This was the first of many missed appointments. On January 22nd at 1:42PM I received a text stating he would be an hour late On January 23rd I requested a tarp to cover the hole on our roof because snow was expected. I was assured that this would be completed- it was not. On January 24th I received a text at 8am stating that they would be there at 9am to continue work. I came home to the workers working in our kitchen and a tarp that was only taped was left covering the spot where the sheetrock was. On January 25th someone came by however, they were out of the house by noon. I sent a text to the project manager at 12:52 PM asking if I could send my mom home or if someone else would be stopping by. I received a reply at 1:57 PM- almost 2 hours after they had left our home letting me know no one else would be coming. When I came home, the tarp in the kitchen was hanging down right in front of our fridge and stove this was due to them only using tape. Pieces of ceiling started to fall onto the floor This is when I got upset. Not only had garbage been sitting on my porch for several days, there was already a missed appointment and now the tarp in our kitchen. I was reassured that someone would be by right away by Deborah and also told verbally that it was unacceptable for trash to even be sitting out for one day let alone 5. I was also reassured again that our roof would be tarped. I then paid my storm damage deductible after being reassured by the owner and the project manager that they would take care of things. I would later find out that my adjuster never authorized them to collect the deductible and that the claim was processed under the lower deductible as is procedure and then the difference between the lower and higher deductible deducted from final payment later. After paying my deductible I was told that they had to reschedule grabbing the trash or fixing the tarp in my kitchen that night. In my opinion this was deceptive- they reassured then took money. I stress again that this is my opinion based on this experience. On 2/1 a tarp was finally placed on my roof between noon and 2pm. I was billed for after hours work for this. On February 3rd I asked where things were at and was told they would know within 2 hours. On February 4th I was told there was additional delays in getting estimates. There had been very little communication up until this point and I was unaware that they were looking for bids which is why we did not receive any paper work. The project manger sent me several text messages stating that we never thought it was a hole in the roof and called me a liar. He also stated he was going to be contacting our adjuster to discuss the situation. This is the first time I used the word fraud. I fired them on the 4th- there was no response by noon as I had requested. On February 5th I allowed the owner to come into my home. She handed me a large packet of very confusing paperwork showing the work they had done to prepare us for a rebuild. She also stated that they would be able to add a bathroom into our half story within budget. The paperwork was very odd and included several photos. I did not look through the photos carefully enough, however there were photos of someone else home included in the packet near the end mixed in with photos of my own home. On February 8th I contacted them to let them know that there was ice build up in my attic- the project manager came out and installed 1 fan and one dehumidifier. The team came back into my home on February 9th and completed demo on the second half of our half story. They removed the rest of the insulation on the ceiling but did not remove the insulation from the other side of the attic. The other side of the attic was covered in wet insulation and mold. The crew left all of their tools, a fan and a dehumidifier as well as wood paneling and several bags of trash on our porch. After several missed appointments the only other stop by the project manager was to pick up the dehumidifier on February 13th. The rest of the equipment was left and stored in my home. On February 13th I was advised that the paperwork had been submitted to my insurance company to push the claim forward. I was reassured by Deborah that they call every day to make sure that the adjuster is working on it. On February 17th I received a text message from the project manager at 2 AM stating that the adjuster was not getting back to him. I promptly emailed the adjuster as soon as I got up. Around 7am I got a phone call from Deborah once again blaming the adjuster and was reassured that they were doing everything they can. The adjuster got back to me the same day, he stated that he had not heard anything from Ultra Clean. I spoke to the adjuster on the phone and he also stated that the demo completed on February 9th was never authorized by him, nor were they authorized to collect my deductible. On February 20th the paperwork still had not been submitted to my insurance companyI was told that it would be completed and Deborah stated she sent to the adjuster. I had another company come out on February 20th who confirmed the presence of mold still in our half story through visual inspection. I brought this up and Ultra Clean requested an independent test with a home inspector that they work with on a regular basis. They also scheduled a trash pick up for the trash that had been sitting there since February 9th. I took a photograph- told them we would not be home (even though we were) and waited for them to show up. I was told that the project manger stopped by to pick up the trash. He didn’t we were there and I sent two photographs the one I took earlier in the day and one I took right away. He came back at 9:30pm and picked up only the bags leaving the wood paneling. On February 21st I received a copy of the bill. The bill stated that we contacted them on January 9th and that our claim was for a frozen burst pipe. The bill included charges for work not completed, as well as photographs of someone else home. This paperwork was submitted to my insurance company. I promptly emailed them as soon as I saw it and advised them that the claim was fraudulent and it was in my opinion. After back and forth with another employee about 2k was removed from the bill. We also schedule a pick up of their equipment on the curb because I did not want them in my home any longer. On February 22nd they sent out their independent inspector to test for mold. He took an air sample inside and one outside- there were no surface tests. His tests came back on February 23rd showing the mold was at safe levels- which was impossible and there was clearly an error with his testing. On February 23rd I received another copy of the bill still claiming we had a burst pipe, included photos of a home that wasn't mine and still charges for work/equipment that was not completed or in my home. At this point I gave up and asked my insurance to investigate. I hired my own independent home inspector to figure out the actual problem with my home to make sure I had a valid insurance claim- I personally and in my opinion did not trust ultra clean. The inspector I hired confirmed biological growth. My adjuster also came out to the home and confirmed again that the demo from 2/9 was not authorized and that they were not authorized to collect my deductible In response to this confirmation I hired Mold inspection and testing- which is an independent testing firm that does not do any sort of mitigation work- they only perform tests. I after 5 samples including 1 control, 3 air samples and a surface sample his tests confirmed over 30k mold spores in our half story. Properly mitigated mold does not grow back in a few days- so it was impossible that the air samples taken by the inspector that Ultra Clean paid for were correct and this was confirmed by my independent tester as well as my new company, my insurance adjuster and the home inspector I hired. Overall, I would not hire and am glad I have photos, video and audio. Ultra Clean made a stressful situation even more stressful.Mar 15, 2017VerifiedDeborah A.'s reply
They were extremely quick to respond and help out with my drainage problem. I found standing water in my basement and determined it was the sewage drain causing the problem. They had their drain guy Brooke out to my house the next morning to fix the problem. Would definitely recommend!Jul 2, 2018Verified
Deborah is great. She was quick to respond, for me in touch with Mark and he was able to get to our property that day. Awesome service, great company!Mar 7, 2018VerifiedDeborah A.'s reply
Thanks Suzanne. I am glad we could help.
Deborah actually referred me to a very good plumber, Brook Peterson. She responded very quickly and provided me his contact info as she’s used him before.Feb 6, 2018VerifiedDeborah A.'s reply
Kevin Thanks so much for the feedback.
Photos and Videos
- What should the customer know about your pricing (e.g., discounts, fees)?We use the insurance industry software Xactimate. If you are filing a claim with your insurance this software mirrors their pricing.
- What is your typical process for working with a new customer?We start over the phone. We will do an free inspection and estimate.
- What education and/or training do you have that relates to your work?We are certified with the IICRC for water, fire, odor and carpet restoration. For mold remediation we are certified with the IOT. Deborah has had over 40 hours of training in BIO Hazard.