About this company
Lyons Restores by Singer Fire & Flood
Fire & Flood Content and Textiles Restoration
Types of work
Fire damage restoration 13
Water damage & mold remediation 5
Damage restoration 1
GuildQuality surveys
Badges
Satisfaction
Of 29 surveys sent, 7 were responded to
Respectful
Lyons Restores by Singer Fire & Flood respected my property and belongings.
100%
Meets Commitments
The Lyons Restores by Singer Fire & Flood team did what they said they were going to do.
57%
Reviews 7
Of 7 respondents, 7 left a review
No rating
Recent reviews
Review in Pasadena, CA
We felt mislead and gaslit by Lyons, who told us one thing on site and reported something entirely different to our insurance company. We did not feel that they took our family's safety seriously and/or were not qualified to do the job at hand.
Response
Lyons Restores by Singer Fire & Flood We're disappointed to read this review, particularly because our involvement never extended beyond an inspection. No cleaning was performed, no contract was signed, and no other services were completed by our company.
During our inspection, we provided recommendations based on the information available at the time. Items were prebagged with the assumption that clothing would automatically be replaced and did not allow us to open them and assess during the inspection. As with any insurance claim, recommendations are subject to review, additional documentation, testing, and approval by the insurance carrier. An inspection is not the same as a finalized scope of work, and it's misleading to suggest that we don't know what we're doing because we're not charging enough.
The claim that we prioritize insurance companies over the health and safety of our customers is simply false. Our reputation has been built on helping families recover from losses while following industry standards, insurance guidelines, and being trusted to do the right thing. If an item can be safely restored according to accepted restoration protocols, we will recommend restoration. If it cannot, we recommend replacement.
Despite your feelings towards us, we wish you well and sympathize with you and the affected community.
Nancy
Was told that my music equipment would be sent to third party specialists for cleaning only for them to do it themselves
Response
Lyons Restores by Singer Fire & Flood Thank you for taking the time to provide your feedback. We sincerely regret that your experience did not meet your expectations and appreciate the opportunity to address your concerns.
First, we apologize for the communication issues you experienced throughout your restoration project. We understand how important timely updates and responsiveness are, especially when entrusted with valuable and sentimental belongings. We recognize that there were opportunities for us to communicate more consistently, and we take your feedback seriously as we continue to improve our customer service processes.
Regarding the cleaning of your music equipment, our team determined that the items could be effectively restored by our in-house specialists while still meeting our quality standards. We understand that this differed from your original expectation, and we acknowledge that we should have communicated this more clearly.
We also apologize for the confusion surrounding the guitar cases. One of our warehouse associates noticed them missing from the inventory and added them in as it is our policy for every item in our production facilities to be tagged(to prevent items being mixed and/or lost). Invoicing is built from inventories and unfortunately we don't have a process to flag something like that yet.
We would also like to provide some context regarding the timeline of your project. There was a delay in receiving payment, which impacted the scheduling of the pack-back portion of the restoration. While this contributed to the overall timeline, we recognize that it does not excuse the communication lapses you experienced, and we should have kept you better informed throughout the process.
Your feedback is valuable and has been shared with our team so we can improve our communication, follow-through, and overall customer experience. We appreciate the trust you placed in us and are genuinely sorry that we fell short of the level of service you expected.
Review in Altadena, CA
I'm not sure if I would recommend them to a friend because at first, I was getting really good response times, but now, I am trying to get in touch with the person I've been working with and I've gotten absolute silence for weeks. I'm disappointed with the lack of courtesy.
