Ice Damning

Dana noticed that our kitchen started to have damage. I have decided to put together a timeline of events to make the situation easier to understand. 

• Feb 25th: Damage. Claim started. Emergency services on electrical panel (OSR)

• Feb 26th: OnSide shows up and bangs on the roof for a few hours and puts up a channel. They said “the roof is not in poor condition”.Removed no ice and didn’t protect the roof from further leakage in any way.

• Feb 28th: We notified Jeannie that we were concerned about the stove.

• March 2nd: Asked OnSide to pick up their dehumidifiers they’d left since Feb 25th.

• March 6th: This gentleman showed up to our house. He proceeded to check the walls where he said there was indeed water based on the reading on his machine. He continued to go around the house and then he came back to the same spots and reread them and this time around he said there were no water readings on the machine. Said it is only 50% accurate. 

• March 7th: After emailing you, we switch to Service Master.

• March 8th: Service Master shows up and confirms there is water where OnSide said there wasn’t (where we said there was water). He laughed at the fact that OnSide said the house was settling. Service Master confirmed OnSide damaged the roof.

• March 13th: Service Master drops off dehumidifiers and said it would be 48 hours and that they had more work to do and would return tomorrow. They do not want to go into the attic. “I can see through this wall here” which does not show the attic. Given what we now know, clearly this person was cutting corners not to move a closet. 

• March 14th: Service Master never showed up. 

• March 15th: We called to see if they were coming to get their dehumidifiers. No response. Even tried leaving a message with the emergency response number. No response. 

• March 16th: No response from Service Master again…

• March 17th: Tried to call Service Master again. No response. We talked to Susan from your company (the insurance) about Service Master not responding. She said she will reach out.

• March 18th: Reached out to Service Master again. No response. They showed up randomly at the house to collect their dehumidifiers and left.

• March 19th: We talked to Susan from your company. She said that Service Master would put a temporary tarp on your roof so no more water comes in. Also mention that they are not replying. Susan informed us that she also didn’t get a reply. 

• March 24th: You get back from Vacation. We switched to Restoration Canada. They can not start doing anything without your approval. 

• April 1st: We pay out of pocket to get our roof checked. He confirms that OnSide damaged the roof (second roofer to tell us that. One from the insurance, one we paid).

• April 2nd: You sent out two field adjusters. (Lisa Wood and Brittany Gatto) Brittany comes out to look at the home. Apologize and she doesn’t understand why OnSide nor Service Master didn’t open up more walls nor looked in the attic. She was sorry that your company made so many mistakes. That we would work to get a solution.

• April 5th: We get a settlement option from the adjuster despite knowing we still need to go into the attic to do a proper check.

• April 10th: Restoration Canada found mold in the attic Also finds asbestos and requests an environmentalist.

• April 23rd: You sent out a request for the Environmental/ Air quality engineer to do the inspection. 

• May 14th: It rains. Water is flooding the house causing more damages. (If you go back to March 19th, if we had a tarp then this would not have happened.)

• May 14th: Adjuster says asbestos abatement will be covered and we’ll need to book a hotel or air bnb for a few weeks and that it would be covered.

• May 16th: Adjuster says the roof and asbestos abatement not covered as per the engineer

• May 29th: We get a second settlement option from the adjuster.