ComplaintsforBrookstone Restoration, LLC

• Initial Complaint

  01/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Brookstone referred a non licensed roofer to me while doing repairs to my residence. When I thought I had a leak in the same place, Brookstone placed all of the blame on me and the roofer, who does not only not speak English but would not have been at my residence if it were not for Brookstone. After a tornado, there were so many people in my house. I had to trust Brookstone because they were sent by USAA. As a disabled veteran, I have to trust USAA. Brookstone is running a scam with their project managers and Latinx workers. They painted cabinets shut. They did a shorty job on the tile. Everywhere you look, Brookstone's workers made short cuts that are half way. And to top it off they scammed me out of 1800

  

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2022/01/05) */ We were contacted in January of 2020 by USAA to inspect a possible insurance claim and to write an estimate for repairs for the insurance carrier. After submitting all documentation and photo reports to the carrier they only approved to pay for interior repairs from water damage so we completed the approved scope of work to the customers satisfaction (see separate email with customer survey that is all 10/10 on each question and approved insurance estimate from USAA). During the course of the project, the customer asked about the roof repair that wasn't approved by the carrier so our project manager recommended a roofer that our company used at the time, he did this to be helpful and to save the customer money by contracting directly with the roofer. We played no part in repairing the roof except for recommending someone that the homeowner could call. At the end of the day, it is a buyers decision on who they use to make a repair to their home, we should not be punished or held liable for trying to be helpful when a customer ask for advice. If Brookstone was contracted and paid to repair the roof, we would stand behind it. However, it is not ethical to bully a company into fixing something they had no part in repairing in the first place. As to the "cabinets" we painted shut, we only painted a bookcase that has no doors as you will see in the estimate. Any additional photos can be emailed or submitted upon request as well. Consumer Response /* (3000, 7, 2022/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is another example of Brookstone passing *** buck. Not only did they not paint a bookshelf, they took the bookshelf down completely. The records of my repairs are mediocre at best. What unethical and illegal is referring unlicensed contractors. If anyone was bullied it was this customer when numerous people showed up in my home. I did not know "****" had his own business. He was presented, in person, as a guy Brookstone used. I was scammed by Brookstone and ****. All of this is unfair to the customer. Business Response /* (4000, 9, 2022/01/13) */ After looking into records and speaking with the project manager, you are correct that we did take down the bookshelf. If there are concerns regarding the work we were paid for we are more than happy to address those and can schedule a time to inspect them. Consumer Response /* (4200, 11, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) At no time has the fact that "****" is unlicensed been addressed. That is illegal. That is a scam. My husband and I are both disabled veterans. Any 10/10 was intended for USAA. Would you like pictures of the cabinets painted shut? Did the project manager inform you his team had to return to repaint? Was that not in your stellar records? Your company should have checked out my complaint and not returned with defensivenesses. No one came to my home to inspect. Do you routinely refer Veterans to unlicensed workers, whose work is in dependable, then lack the integrity to take responsibility for it? Please help me understand. Business Response /* (4000, 13, 2022/01/17) */ The cabinet issue what not brought up originally when you contacted our office or USAA so please provide photos of this so we can see what happened or we can schedule a time for someone to come inspect the cabinets. Consumer Response /* (4200, 15, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) No thank you. We have fixed the painted cabinets ourselves. I would not voluntarily have any of your workers come to my home. You refer unlicensed and unqualified people to your clients. You refuse to take responsibility for an unlicensed, unprofessional worker brought into my home by your staff. I didn't call. He was on a ladder then in my dining room. You and your staff do not want to take responsibility for this job because it is bad. I'm sure you can not contact ****, either. Fact is, I am an unsatisfied customer that you or ******* or someone from your company has only argued with about "it's not our fault". Why or how would I have known ****? Why would ******* say she would try to help get a hold of him. You do have responsibility for referring unlicensed workers. That is illegal. Please understand we are talking about my home. Shame on you. Business Response /* (4000, 17, 2022/01/20) */ I am sorry we were not given the opportunity to address the paint issue before you handled it yourself. For the record, we do not verify licensing of subcontractors that we use on projects except for HVAC and electrical because in the state of Alabama their work would fall under our license if we are performing the work (being paid for the work). We would never have intentionally referred an unlicensed subcontractor in a malicious attempt to harm you. However, **** with NBC Construction does have workers compensation and General Liability insurance which is something we require to have on file for the subcontractors that we use. Also, in the State of Alabama, roofers are not required to have a roofers license for any project under $2,500.We would've been happy to correct the work we provided and were paid for but it sounds like you have already corrected them yourself and as you know, Contractor Connection has already agreed we are not liable for the roof patch that **** completed for you even though we referred him to you. How can we resolve this situation for you?

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