Our experience with UWRG was a mixed bag. They were referred by a plumber because we had water…read moreleaking beneath our toilet. The inspector, Javier, came the same day we reached out and took samples for asbestos and was helpful in answering questions as well as recommending we start a claim with insurance. Good so far.
The drying process took more than a week and they informed us of all the areas that were affected by water. The initial quote given to insurance turned out to be short, about 2k, so it took a bit longer to get things started, but understandable.
Once their GC Alex took over the project, things started to spiral a bit. First, there wasn't really a plan, schedule, or time frame given to us, so we had no idea what to expect or how long this process would take. I'm not sure Alex was completely to blame for our confusion because our insurance adjuster from Pemco was very hands off about guiding us through the whole process and we were extremely unimpressed with him in the end.
We had heard certain expected communications weren't happening between United and our adjustor, so we were compelled to get involved, which led to us trying to nitpick their every step, even though I/we had no idea what was supposed to happen. Since nobody informed us of the whole process up front, it quickly became a frustrating mess. We realized we had to bow out and let them do their work/communication.
This new approach didn't go over totally well though because the workers that Alex sent to our place often had no idea of the work they were supposed to be doing and were asking my wife who was busy taking care of our kid, and I was at work. One guy turns out was at the wrong jobsite, another guy my wife claimed smelt like alcohol but they denied that...that's neither here nor there. There were about 4 different times workers came out asking us what they're supposed to be doing. Why is it our job to tell you what needs to happen? Do what you need to do! Alex and I had to have a serious discussion about communication and worked it out, but it was still frustrating.
There was great confusion with the billing process as well. Apparently the initial restoration is paid directly through insurance, but the repairs are paid by the homeowner...would have been nice to know up front and layman's terms, not insurance jargon. Again, probably my adjustor's fault, but I know UWRG deals with this as well, so I blame all parties involved for not being clear up front.
UWRG realized that un-quality events were happening, so decided to handle our case with care (you don't always do that?!). I received a phone call from their QC guy, Jake, who helped to assuage some concerns and provided helpful explanations (in clear English!!!) that helped to manage some of my own expectations. I just wish I would have received his words up front and not after I'd dealt with numerous headaches already, but I was glad he reached out. It showed that they care, but also that they also have some areas of improvement to work on.
The project was nearing completion, so we were finally able to move back in, thankfully. The last part was to fix the insulation under the floor. The guy Alex sent out, again, asked my wife what he's supposed to be doing (at this point I expected nothing less) and we just said what had learned to say, "Do what you gotta do!" ..........well he did the insulation wrong and didn't even affix it to the floor. At this point, I had been in the crawl so many times to inspect their work that I almost just threw in the towel, but decided to take pics again and inform Alex. Thankfully he sent the guy out again within a few days and the work was done correctly. With it wrapped up and done, my wife texted me she was pleased, that earns UWRG another star here since I was only going to give them 2. And again, a lot of my frustration can probably go to our adjuster.
In all, again, a mixed bag, but I believe they did what they could. I am fed up and will never use them again, but do believe if they fix some internal issues on their end they'll be good for other customers. Andrea was very helpful answering questions over email, Alex was very responsive over texting, Javier was caring in explaining the hotel situation and working with insurance, Jake's call was much appreciated, and others were overall good. In the end our bathroom looks great and is fixed, so the job is aesthetically well done, but the process was awful and the communication left a lot to be desired both from United and Pemco.
