Client Responsibility & Conduct Policy

Clients & Anthony Restoration policies

CLIENT RESPONSIBILITY & CONDUCT AGREEMENT

We are committed to providing high-quality services with professionalism, compassion, and respect. To maintain a safe and respectful environment for all, we require all clients and their representatives to review and acknowledge the following policies.

1. Respectful behavior – zero tolerance policy
Anthony Restoration has a zero-tolerance policy for any form of harassment, verbal abuse, threats, intimidation, or discriminatory behavior toward our staff, partners, or representatives. This includes but is not limited to: yelling, name-calling, hostile language, threatening legal action in a harassing manner, blaming staff personally, or making inflammatory accusations based on dissatisfaction with third-party outcomes (such as insurance coverage decisions). If such behavior occurs, we may disengage from communication, suspend or terminate services, and involve legal counsel or law enforcement if necessary.

2. Our role in the claims process
We are an independent service provider. While we support the claims process by providing invoices, documentation, and estimates, we are not responsible for: insurance coverage decisions, denials or partial approvals, delays in processing, or disputes between you and your carrier. All insurance-related questions must be directed to your insurance company or adjuster.

2a. Third-party administrators (TPAs) and independent reviewers
Many insurance companies use third-party administrators (TPAs) or independent estimating firms to review submitted invoices and reduce payouts. These parties are not affiliated with Anthony Restoration and are often incentivized to minimize claim amounts. We do not control or influence their decisions. Complaints related to payment reductions or disputed scope must be directed to your carrier or their representatives. Please do not direct frustration or hostility toward our staff for decisions made by others.

3. Professional integrity
We operate with honesty and transparency. We do not falsify, manipulate, or misrepresent work performed, time, or materials. Doing so would violate industry standards and legal obligations.

4. Non-disparagement clause
You agree not to publish or communicate any knowingly false, misleading, or defamatory statements about Anthony Restoration, its employees, or its services, including on public platforms, online reviews, or social media. This does not prevent you from sharing honest feedback, filing a legitimate complaint with a regulatory agency, or pursuing any legal rights in good faith.

5. Dispute resolution
In the event of a disagreement or concern, both parties agree to first attempt to resolve the matter through informal discussion or mediation before escalating to formal legal action, consistent with the original work authorization.

Acknowledgment
By choosing to work with Anthony Restoration or by continuing to use our services, you acknowledge that you have access to and are aware of our Client Responsibility & Conduct Agreement. This policy applies to all clients, whether or not a separate signed agreement is in place.