ComplaintsforZona Restoration LLC

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They where hired to do water damage job and never finished and left the wood flooring damaged

  

  Business response

  11/20/2022

  Initially we were hired to complete dry out services after the client sustained water damage at their property. After the dry out was completed we submitted an estimate for the repairs but were never paid our deposit to begin this portion of the project. We spoke to the client regarding this on numerous occasions however no deposit was ever paid and w/o the deposit we were unable to begin services. We'd be happy to assist with the remainder of the project but in order for that to happen the deposit must be paid first. 

  Customer response

  12/22/2022

  Complaint number ******** I had just received your letter in the mail but this was a insurance clame the company zona restoration was dealing with my insurance company and they never asked us for deposit my understanding was they where working with my insurance adjuster and they got paid on the first part of the job by insurance and never came back and finished the job I tried reaching out to the company plenty of times even talk with the owner ********************* and he quit answering my calls and never responded to my messages Sent from *******************

  

  Business response

  12/22/2022

  It sounds like there must be some confusion regarding the remainder of the project. I was told that I would be emailed over a copy of the insurance scope and never received it. To help expedite things why don't you give me a call at ************ at your convenience and I would be happy to discuss your project and help figure out what we can do to assist with the repairs. Thank you 

• Initial Complaint

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  During early April 2021, I contacted Zona Restoration company to mitigate restoration at my home due to a water leak. I contacted Zona solely on the recommendation of a realtor planning to list my home from **************. After assessing the damage, Zona contacted my insurance company and planned to setup restoration equipment. Then estimated it would take six to eight weeks to complete restoration and repairs if they were given the project. My home was being leased to tenants at the time when a pipe burst and cause a leak that went undetected for a period. I informed Zona the tenants were mostly moved out and I needed to get the home ready to list for sale as soon as possible and again they assured me it would take no more than eight weeks to complete the project. Zona ripped out floors, walls, ceilings, closets, cabinets, doors, and other fixtures and left my home in a state of ruin for more than seven months. During a historically prime selling period in *******, I pleaded with Zona to complete the project. I complained to Allstate to get them to put pressure on Zona or allow me to select another vendor but was declined. Allstate urged me to keep working with Zona. All potential buyers who looked at my home were frightened off by the structural damage during that seven-month period. The appraised value of my home has dropped from $750,000 to a current value of $660,000. The work is still not complete as of 2/15/2022.

  

  Business response

  02/16/2022

  Hello,

  I'm writing in response to Mr. ******* BBB complaint. **************** hired us to provide mitigation services after his property sustained water damage. After completing the mitigation services he then hired us to complete the necessary repairs, to bring his property back to it's pre-loss condition. We entered into this repairs contract with **************** on 6/29/21 and that contract outlined our payment schedule that was required to be met by **************** in order to complete his project. **************** made his initial deposit of $11,432.48, but failed to make any of the following progress payments, which were to be paid in the following stages - $5,000 (start of plumbing), $5,000 (start of painting), $5,000 (start of tile), and the final payment of $4,019.95 (at substantial completion). We attempted to contact **************** via phone, text, and email regarding his outstanding balance and owed payments and were instructed by him that "he had mailed a payment". No payment ever arrived and to date we have still only received his initial deposit of $11,432.48. Due to ******************** non-payment towards the services Zona Restoration has provided, we have been forced to place a mechanics lien on his home and if payment is still not received will be forced to turn his account over to our attorney for litigation. 

  Customer response

  02/16/2022

  Zona adjusted the contract and schedule several times after missing deadlines.  Allstate had to intervene and put pressure on Zona to complete the work. Zona was also responsible for damage to cabinets, doors and carpet and appliances which they tried to get Allstate to cover but Allstate declined their request. *************************** is contact at ******************* She can verify my claim.

  ***************************
  Allstate Indemnity Company
  Phone: **************

  

  Business response

  02/16/2022

  As a licensed contractor we deploy payment schedules so that our clients can make an initial deposit, followed by progress payments throughout the duration of the project. This is all outlined in bold on the first page of our signed contract, which **************** signed on 6/29/21. On the 2nd page of our signed contract in the section addressing payment terms it states "Should owner/agent fail to pay timely any amount owing at any time under the contract, immediately after notification that compensation is due, Contractor, in addition to any other legal remedies or process available, may stop work and/or terminate the contract". **************** informed us that he was mailing a payment in September so we took his word and did not immediately stop services at that time. However, that payment never arrived and to date, the only payment that we've received from **************** is his initial deposit of $11,432.48. On 1/3/22 **************** informed us that "I'm told there are doors still damaged and missing. Also, some appliances are not working". We responded to him on 1/3/22 and again on 1/5/22 asking for more specifics on what he was referring to and did not receive an answer to our questions regarding the doors, appliances, and outstanding balance. **************** emailed us on 1/5/22 stating someone named ****** would be reaching out to us. However, nobody named ****** ever contacted us regarding these items or our outstanding balance. We then attempted to reach out to **************** again on 1/5/22, 1/11/22, and 2/1/22 regarding the project, our outstanding invoices, and next steps and did not receive a response from him after any of those attempts were made to contact him. At this time **************** is still refusing to pay us based upon our agreed payment terms, which have all been clearly outlined, discussed and signed for by him.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/9 Bathtub pipe burst, created a flood in house 7/16 Construction/painting began. Cleaning was not done prior to painting.8/13 Painting was stopped due to crew hired not being professional painters, overall poor workmanship, filthy work area, wrong paint/sheens/color, walls/doors texture ruined, debris sprayed into paint, wrong baseboards installed. The sub-contractor apologized/admitted he was not a professional painter. He stated that the Project Manager begged him to take job 8/17 A 2nd sub-contractor was hired to fix paint 8/25-9/1 House re-painted 9/11 Met w/** regarding install. Install was scheduled for 9/16/11 at 7am. We informed **/owner of tile *** that we wanted to be there before tile was installed.9/15 Went by house, saw tile had been laid in 4 bedrooms, 1 day before scheduled date.9/16 Checked on install, due to poor tile install, called the ** to stop install.9/17 Met w/** about install. He asked what we wanted to do, we told him we wanted the tile removed & he said he was not willing to remove the tile.9/18 Met with ** Sup, he said the tile was laid incorrectly, there were trip factors & the house should not have been left like that.10/16 Met ** Sup, he changed his view of tile. He said 2 tile companies saw install & it was up to code.10/26 After 171 days/lack of progress, our Ins. Adjustor filed a complaint w/****************** against Zona 11/3 Met with Zona/******************. Tile installed w/out our approval, poor install, dissatisfaction w/their overall ****************** lot/color was wrong.11/9 Met Zona to compare tile, it was the wrong lot/color on top of the poor install 11/10 Zona called to tell ***** he would not remove the tile.11/16 Filed complaint w/ROC-ID #************/9 Met w/Zona to go over issues 12/17 Filed complaint w/AG 12/20 Met w/ROC 1/12/22 ROC sided w/Zona Restoration We have been living in a hotel for 8 months-$61,389.82 due to poor workmanship and unresolved issues ***************

  

  Business response

  05/20/2022

  We were hired by the ********* to assist with repairs at their property after their home was affected by water damage. During the repair process they were not originally satisfied with the outcome of a few of the trades that we provided. Specifically, the painting and the tile floor installation. After outlining their concerns regarding the painting we addressed the areas that did not meet their satisfaction until they were happy with the new results. The tile flooring they selected came from a 3rd party company that we had never worked with and ultimately they were not happy with the color of the tile that was delivered, when compared next to what they had seen at the showroom. This was an extremely unfortunate situation, as we want all of our clients to be thrilled with the products and services we provide. However, because we had never worked with this tile store and did not have a standing relationship, we were not able to offer a feasible refund option after the tile flooring had already been installed. Fortunately, for the *********, a different company had provided the demo services and while they were working had broken a few pieces of their existing tile floors. Once this was shared with their claims adjuster they were able to hire a new flooring vendor to have all of the flooring throughout their home replaced, through their insurance claim. They were thrilled with the new tile they selected and the overall outcome!

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