ComplaintsforATI Restoration LLC

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family and I had a house fire on 01/29/24. Our insurance company recommended ATI Restoration to do the clean up and repairs. Because it was recommended by our insurance we choose them. We are in May 2024 and repairs have not started. The contractor got paid by the insurance company a month prior to submitting permits to the city. When they did submit permits everything was wrong. There were issues and they had to be sent back to the architect to be redone. We were told by fhe contractor he received the revised copies and would submit it to the city early this week (2nd week in May) and they have not. We even offered to pick them up and drop them off since the last time the contractor said he was waiting on his runner to pick them up. Both owners are 72 year old. One is disabled (blind being one of many disability). There has been a lack of communication between the contractor and us. Our housing will be exhausted June 11th and we cannot afford to rent anywhere. We dont know where to go. We worked hard to pay off our home and cannot afford to move anywhere. We need help getting the contractor to get things done in a timely manner. There has been false promises from the beginning with no result. I appreciate your time. The contractor got paid in full by the insurance company.***************************

  

  Business response

  05/17/2024

  Good Afternoon, 
  
  We're genuinely sorry to hear about your experience this is not what we stand for at ATI.
  
  The reconstruction contract was signed on Feb 20, 2024, and the deposit was approved for disbursement on Mar 20, 2024. Drawings were being prepared by the architect during this time. Permits were submitted to the city on April 17, 2024. On May 6, 2024, we received revisions from the city, which were promptly sent to the architect for corrections. The revised drawings were picked up on May 16 and immediately submitted to the city.
  

  While we continue to navigate the permitting process, rest assured that we are doing everything in our power to expedite it and move the project forward as swiftly as possible. Please do not hesitate to contact our Regional Manager directly or email customer service should you have any questions or would like to discuss further. Please get in touch, we do want to make this right!
  
  Best regards, 
  

  Customer response

  05/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It's been 4 months since ATI was hired by the insurance company to repair smoke damage. I figured it to be a 2 month job, I was told by ATI up to 4 months. My belongings and my living costs are not covered by insurance and I paid a big deductible. I have been spending my savings while the work is done and after 4v months they're not even done removing the damages. So far out of 160 days there have been 14 days that work has been done. I work through my home so I have no income no water or power and still not even any doors were hung I can't live there and my health is failing. They seem to have little concern about finishing it even starting this job. I've contacted them several times and hear the same BS about permits even though it has one posted. I will not be patient any longer and I'm taking a thing now. This has been going on far too long.

  

  Business response

  05/22/2024

  Thank you for taking the time to share this feedback. We understand that behind every project there is a person who deserves the best service, especially during challenging times and we never want to miss the ***** ATI was contacted for the initial emergency services in January 2023, the project director worked with the insurance carrier to determine that the *** insurance carrier would be providing coverage.  ATI completed what services we could pending a city inspection; the city must inspect & provide the items to address to complete everything within the city code.  
  
  We hope to have the repairs completed within the next ***** days, our framer is on site today 5/21 to replace studs, HVAC is scheduled to start this week. The Project Director is finalizing the final approved scope of repairs with carrier & ***. Unfortunately, at times we are at the mercy of others schedules & availability such as City inspection or a subcontractor. We will make sure to communicate any changes or delays. 

  Customer response

  05/29/2024

  State Farm appointed ATI to repair a small fire (01/12/24) at my condo. No structural damage but heat, smoke and the fire crew caused extensive damage to everything in living room and kitchen. ATI was quick to reply, came to pick up deductible and had clean up crew on the job 10 days later. Clean up went very quickly, they helped by allowing me to move stuff that wasn't damaged out of my home. Clean up finished after 8 working days. I'm not covered by insurance for my personal items and have no living expenses paid. I let them know this right away. I asked how long I'll need to be renting a storage container and when they'll be done, I was told up to 4 months to do what I thought was a 2 month job. I waited patiently and at the 4 month point there has not been any material on the job. They still aren't even done removing the ** unit, no doors, no electricity or water. Every time I inquire about why there's no work being done, I get another excuse blaming every one but them. I also asked about removing a partial non load beating wall while thd place wad stripped to the studs. Needed to know if they would do it and if there was any extra cost. They have not answered any questions and only get back to me after I start to complain. I asked to have all correspondence sent by email or text so I have a copy of it available. A permit was finally posted in April, yet nothing was being done, if the permit was holding up the work then why hasn't there been any work done. It's now at the 4 month point today 05/21/24 and after filing a few complaints, the told me the hold up now is the insurance company making it hard to man the job with qualified workers? Carpenters showed up today, this means nothing unless I see another trade working withing a week. Each trade has 2 or 3 days work but months pass between each one. I was told it will be 3 more months. The lack of coordination and neglect have been the reason for delays while I am homeless.
  

  
  

  

  Business response

  05/31/2024

  Our RM spoke with ********************************* who lives in the residence. The insurance claim is through the **** ****** shared his frustration with the time it took to begin the project. Our RM was able to discuss the process and everything it takes on the front end of a fire restoration project when it comes to dealing with the insurance carrier, the City of ******, and the *** for the insurance carrier. 
  
  At this time, ************************ is very happy that work has begun on the property and that things are moving forward. We assured him that now that things are moving on all ends, we will communicate more about the project and its progress. 

  Customer response

  06/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  ATI has taken measures to get the job rolling and has also taken time to clarify exactly why there was a slow start. This communication would have been a better way to approach this situation rather than only making contact after I complained about the lack of progress. I believe they will use this approach in the future with others who are not seeing the work moving along.

  I want to add 1 thing that I found interesting, much of the delay has come from the insurance companies reluctance agree on payment and cost. Since they aren't paying my living costs, they seem to have much less concern about how long things take. I believe that if they were paying for my living expenses this job would have been done months ago.

  They don't seem to care if I'm inconvenienced or if they make the contractor look bad as long as it's not costing them anything. 

  I trust this job will be done in a professional manner and the quality of the work is fantastic. Things are getting done quickly , all workers have been polite and have taken time to let me know what's going on each step.

  
  Regards,
  
  *********************************
  
   

  
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The apartments I live in hired ATI restoration to clean sewer damage My unit got hit the worst. The were by the book in replacing all of the items owned by the complex (floors, carpeting, etc). All of my personal belongings were neglected. The property owner, based on their reccomendations, has denied my request to replace most of my damaged items.ATI, has gone on record stating porous materiel that made direct contact with sewage are cleanable. ATI, has claimed to have made furniture with soft bottoms has been made safe, even though contents inside such items were not disturbed. Bottoms were not touched.Partical board items have "been cleaned" and made safe. They have gone on record to say that airborne contamination was not relevant.They have gone on record stating cross contamination was not a concern.Opened food packages on countertops, after being assaulted by biohazerdous air was safe to eat.Cloth chairs in sewage could be cleaned.A laptop sitting in sewage could be cleaned.Rugs and mattress's, that they piled with wet items on, have not been affected and need nothing. Pine chests, with full drawers. They claimed to have cleaned them although items inside were still perfectly folded. Also, I have camera footage of two of their employees "cleaning". They were not wearing masks, gloves or any other PPE as dictated by ****. There employees stole items from my home and covered up my security cameras. A police report has been filed and is currenlty being investigated. I have audio clips were there employees told our maintance tech that certain items should be discarded but on reports to the complex, they declaired the opposite.I spoke with one of there employees and recorded him telling me that the cross contaiminated porous items should be discarded.The ********** of ****** The *** The *** The *** All have ********************* to follow in events like this. None of them have been followed.

  

  Business response

  05/17/2024

  Good Afternoon, 
  
  Its difficult to read that we didn't meet your expectations, as our customers' ******************************* is what drives us. Our Regional Manager and assigned Project Director are working with the property manager. We hope you will allow us to prove ourselves in the future. Please do not hesitate to contact our Regional Manager or directly or email customer service should you have any questions or would like to discuss further. Please get in touch, we do want to make this right!

  Best wishes, 

  Customer response

  05/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I would like to withdraw the complaint.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Back in July 2023. I had to bids for damage to upstairs bathroom and kitchen. Both bids that I received were under $12k. My insurance company said price was to high. I went with a recommend company on there list. In Oct 2023 ATI restoration started the negations with my home ins. In Jan 2024 contract was signed for a little over $6k. Within 30 days ATI came back and said that the person that gave the quote was fired and gave me the wrong quote. I had paid half down of $3k. About two months later after dealing with home ins. ATI comes back with a quote over $12k. They would not refund me the money I had put as a down payment. The job was a headache dealing with ATI. There lack of communication was horrible. ATI had excuses for everything. A job that was suppose to take 2-3 month *** ended on July 10th 2024. After filing a complain in 2023 with BBB. The boss of ATI pleaded with me to withdraw my complaint if we worked something out. They didn't keep there word. Not only did I have phone meeting with the boss of ATI. He also suggested the team in-charge be in our meetings because they should hear my complaint.The job was finished July 2024. My tenant was getting $500 off rent per month since Oct 2023-Aug 2024. I feel ATI committed fraud from the very beginning. When they quoted $6k and took the contract. There communication is the worst Ive seen in a business. ATI has offered two months rent and suggested my ins pay me for the time rent was lost. I find that criminal because they should be the ones paying for not doing there jobs correctly and placing a low bid to get the job.I feel ATI should honor there initial quote. They are at fault for there employees not the customer. I have read many reviews on ********************** and this is not the first time they have done this. I request that BBB put out there of companies that are not trust worthy like ATI that way the people wont fall into fraud situations like this.

  

  Business response

  05/08/2024

  First and foremost, we want to extend our sincerest apologies for any inconvenience the insured may have experienced. At ATI Restoration, we pride ourselves on responding to disaster recovery with precision and empathy, and it sounds like we fell short in this case.

  Unfortunately, we are at the mercy of the insurance company when it comes to their approval times. For this reason, it caused construction delays outside of ATIs control. Once we received approval, ATI moved forward with scheduling the repairs. It is ATI policy, we do not move forward with repairs until we have an agreed scope of work. This prevents out of pocket expenses for the insured.
  

  On July, 26th 2023, **************** shared concerns about the delays. In good faith ATI agreed to give him a discount of $1,600.00 for delays we were responsible for. On April, 24 2024, again, in good faith, ATI offered another discount of $1,303.06. This would bring the total balance due to $5,500.00. 

   ATI is willing to settle for the lower amount in order to have a swift resolution to this matter with the expectation it is paid in full by May 17, 2024. If the balance of $5,500 is not paid in full, ATI will no longer honor both of the discounted rates and will expect the full balance & interest for the past due amount of $8,403.06. 

  ATI will continue to work with our team on communication with our clients. We hope we have resolution to this matter. A fully detailed timeline can be provided upon request.

  Customer response

  05/08/2024

  Again, ATI gave the wrong information to my insurance company back in Jan 2023. I was working with ATI on Oct 2022 to get things started. It took over 2 month to get my insurance company to get everything in order with ATI. Contract with what ATI put on paper is what my insurance company approved. Then sometime in Feb 2023 ATI say this is all wrong. We cant do it for this price. I asked for refund. They said no. ATI had to start the process all over again which delayed everything again. ATI never made a new contract to what was going to be done and used. In our contract which was signed on Jan 2023 was never updated. I never signed a new or modified contract with them.This blaming my insurance company is just ATI trying to cover themselves.I lost over 8k in rent because ATI took longer then what they said and as they say dropped the ball. ATI offering me the amount they claim is a slap on the face. ATI came in lowballed all my other bids. Then in Feb 2023 changes all the prices to be more then what my other bids where. This is where I see fraud begin committed.  My next step is to report them to ROC. I had made an offer to **** there supervisor manager in AZ a week and half ago. He never responded. They can at least offer to settle for less than $5500.00.

  

  Business response

  05/17/2024

  Thank you for taking the time to share this feedback. We understand that behind every project there is a person who deserves the best service, especially during challenging times and we never want to miss the mark.  At ATI Restoration, we pride ourselves on responding to disaster recovery with precision and empathy, and it sounds like we fell short in this case.

  On July, 26th 2023, the customer has shared concerns about the delays. In good faith ATI agreed to give him a discount of $1,600.00 for delays we were responsible for. On April, 24 2024, again, in good faith, ATI offered another discount of $1,303.06. This would bring the total balance due to $5,500.00. 
  

  As stated before, ATI is willing to settle for the lower amount in order to have a swift resolution to this matter with the expectation it is paid in full by May 17, 2024. If the balance of $5,500 is not paid in full, ATI will no longer honor both of the discounted rates and will expect the full balance & interest for the past due amount of $8,403.06. 

  ATI will continue to work with our team on communication with our clients. We hope we have resolution to this matter. A fully detailed timeline can be provided upon request.

  Customer response

  05/24/2024

  Under threat I was forced to pay the amount. ATI sent me an email saying they dropped the ball. They dropped the ball once to many times during my project. The fraud they committed was the worst part of the whole thing. ATI to get the business low balled the bid then a month later double there price because they made an error. The people need to know about companies like this because hard working Americans work for there money to have a job done on time and not double the price after they were done. I would suggest to BBB put my remarks on there website so people can know about this company. Every company can talk good about themselves. At the end of the day its the clients that know best about a company after they have provided a service. ATI is not a company that should be recommended to the American public. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a minor AC leak and contacted them to come out for the remediation. They removed way more of my drywall than required. They also took out more of my flooring then required. They completely went way above overboard in the destruction when the amount of water that leaked was minimal and confined to a small space under my AC unit in a metal pan. They could have used their fans and dried out the water without ripping apart my house which was done in excess to get insurance to pay more for it. They had me do way more than required. Like remove my furnace. I have documentation from there employee and a floreer employee telling me to have my report modified to fit their excess demo and to modify the cause so insurance will cover the claim. Once the insurance company denied the claim, TheATI employee would not return any of my calls or texts or emails requesting documentation of what was submitted to the insurance company. I was ignored and disregarded. He would not send me the documents. They destroyed my houses and left me to pick up the pieces.

  

  Business response

  05/16/2024

  Dear ******************, 
  
  Thank you for taking the time to share your experience and for the subsequent conversations since.  We consistently achieve very high satisfaction ratings from our customers but it looks like this time we missed the mark.  However, we're pleased that we were able to develop a solution that resolved your concern as best as possible.  We hope you will allow us to prove ourselves in the future. Please do not hesitate to contact our Regional Manager directly or email customer service should you have any questions or would like to discuss further. All the best!

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** suggested we use this company to fix a leaky shower and damage to the wall. They started the project sept. 1 2023 and completed it November 1, 2023,,,, there were problems with the subcontractors.my husband and I had to order the tile, pick it up, and pay for itjust to,get the project moving along. November 1, *********************** and *************************** told us that they owed us a refund of $217- for tile we purchased. ATI was paid in full by our insurance company USAA. On November 1, They asked us to sign off on the project telling us that the $ 217 check would arrive within 2-3 weeks. `It has never arrived in the 5 months since. I have reminded *****, ******, and their customer service ***** at least once a monthI in person and email..each time they tell us that the check will arrive in 2-3 weeks. We have asked for documentation showing the price of the project and they have not responded.

  

  Business response

  03/11/2024

  Hello, 

  We're genuinely sorry to hear about your experience this is not what we stand for at ATI. A check for $217 was mailed out on Thursday, March 7th. The check should be arriving either today or tomorrow. 

  Thank you 

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company stated that during water damage restoration that we would have a livable situation, this ended up not being the case in any sense. ATI left us for months with no downstairs, only a refrigerator. During the contents they packed our entire pantry, we had 14 days with no running water, food spoilage, no stove. Initally they told us they handle everything, that USAA our insurance would be made aware of the situation, months went by, yet we had no change. USAA sent us funds which we figured covered the loss, temporary rental, food replacement, but ATI states that we were responsible to pay these funds $8789.73. The timeliness of the work, then the craftsmanship aside, ************************* the executive project directory told us and in writing we would only owe for our deductible, $1000. Then during the restoration a worker put a paint brush into our washing machine discharge, causing it to flood and us to pay $770 to a plumber to remove it and redue the pipe, they used my shop vac to vaccum up drywall, didn't empty it and it sat until I tried to use it, then it had hardened ruining it. Paint is still missing from our walls where they never returned to paint, one coat was done despite contract showing for two. Pedistal sink was not cauked back to the wall, nor was areas of the moulding. This company has cost my family over 10k in our of pocket costs and instead sends emails about collecting payment. I wish I could afford legal action. Others need to know the lies and shady business practices, ATI in ******* has done.

  

  Business response

  03/18/2024

  Insured has been credited money back to him for any issues and any inconvenience. The total claim amount listed in Xactimate (software used by insurance carrier) shows a total claim amount of $54,651.80.

  ATI has only invoices in the amount of: $49,312.50

  Customer response

  03/18/2024

  This comment & response from the company didnt address their project manager directing us to find temporary solution to housing, then lying that we would have a livable house, which must mean no downstairs, packing our pantry into a shipping container ruining it, days without running water with multiple text messages to get it turned back on. Then they placed cabinets, stove in front of our back door so we couldnt access our backyard & pool.  Of course ****************** claims it was paid less since to this day items are not completed, its the worse paint job a professional company could do, our counter top is slanted causing water, liquid to run off onto the floor instantly, baseboards are popping off, yet their response was I got a discount. No we paid them an additional $8700 this week, when an employee stood in our living room telling us we would only owe 1k deductible. With the $8700 and out of pocket costs for temporary housing, replacing food, fixing items we are now out of pocket 15k.  
  Other home owners beware, ATI and the 3 people I dealt with have zero follow through ********** lied, ***** M and ********** didnt follow up with the craftsmanship at our house.  Daily we find things that just werent done correctly. But they got paid and we got stuck with 15k in debt.  There are better companies out there Phoenix homeowners

  

  Business response

  04/03/2024

  Insured has been credited money back to him for any issues and any inconvenience. The
  total claim amount listed in Xactimate (software used by insurance carrier) shows a total
  claim amount of $54,651.80.

  
  ATI has only invoices in the amount of: $49,312.50

• Initial Complaint

  02/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On December 7, 2023, my wife I entered into an Agreement with ATI (SeaTac WA branch) to undertake and complete repairs on our residence in ***********. The required repairs resulted from a fire in our residence on October 13, 2023. Our insurance adjuster at Allstate referred us to ATI as ATI is in the Allstate "good hands network."In early December, ***********************, ATI project director came to our residence and conducted an inspection which resulted in their bid and Agreement of 12/7/2023. Under the terms of the Agreement, ATI committed to beginning work December 26, 2023 with a substantial completion date of February 26, 2024. The project was then assigned to ************************* as project manager. He indicated that this would be a fairly simple project that would not take long to complete.On February 12th we received an email from **************** stating that ATI was terminating its Agreement with us and would not be performing any of the work they contracted to do on December 7th. The February 12th email did not include any explanation as to why ATI was unilaterally breaching its contract with us. We responded requesting additional information and documentation regarding ATI's decision to unilaterally breach our Agreement. To date, ATI has not responded to that request.In the end, ATI strung us along for over 2 months and failed to complete any work on our residence, then unilaterally terminated its Agreement with us without explanation. As a result of ATI's negligence and unprofessional conduct we continue to live in temporary housing for the foreseeable future. ATI wasted 2 months of our time and has put us in the untenable position of putting our lives on hold while this project gets re-started. Their lack of performance in this case is inexcusable. Based on our reading of on-line comments and reviews it appears that ATI routinely conducts business in this inept and unprofessional manner.

  

  Business response

  03/05/2024

  The main concern was the insured communicating directly with the subcontractor behind our backs and then sending us the estimates that were sent directly to them.

  It was brought to ATIs attention that both insured have been communicating directly with our sub and they have been sending you the estimates. Specifically regarding the flooring and the **** system. When you hired ATI, you hired us as the General Contractor meaning we should be handling everything for you including reviewing estimates and then providing you/your insurance with a price that we can perform the work based on the amounts our subs provide us. We are a business so those numbers are marked up at a minimum of 20% to cover our overhead. That being said, ATI will only be providing services for the drywall and paint. The insureds already have an open line of communication with the flooring vendor and the **** team so you can work directly with them and Allstate. 

  In speaking with our regional manager and construction manager we are choosing to not proceed with producing any phase of work. ATI notified Allstate that this will go back to the program and they will assign a vendor that can complete this. 
  

  
  

  Customer response

  03/06/2024

  ATI's response is completely false.  They are compounding their negligence and breach of contract with blatant lies.

  First, ATI's project manager, *************************, invited us to be present when both the **** and carpeting subcontractors came to our house to assess the job and submit bids. 

  Subsequent email exchanges with ***********************, ATI's project director clearly demonstrate that ATI not only knew that we had contact with the ****  and carpeting subs but in fact encouraged us to have that contact.  On January 11th, I sent **************** an email that included the following: "After speaking with *************************** of Bel-Red, it is clear that the two bids do not encompass the same scope of work."   **************** did not indicate that anything was wrong with us communicating the **** sub and instead responded by stating: "Let me review everything and speak with your adjuster and I will get back to you as soon as possible."

  On January 15th, **************** sent us the following email regarding the carpeting sub:  "You will need to work directly with the floor trader on payment and scheduling. If we have to run the invoice through us we will need to mark up those numbers 20%. What I will do is remove the carpet line items from your final invoice and only bill for the work we completed in-house."

  To be clear - ATI not only knew about our contacts with the carpeting subcontractor but told us we would need to work directly with the sub.  And now they have the gall to claim that our contacts with the **** and carpeting subs somehow justified them stringing us along for over two months, then unilaterally abandoning our contract leaving us out of our home for months longer than would have been necessary if we had hired a competent and ethical general contractor.

  ATI should stop lying and admit to their unethical and unprofessional conduct in this matter.

   

   

   

   

  

  Business response

  03/07/2024

  Hello, 
  
  Thank you for reviewing our response and bringing your additional feedback and concerns to our attention. We are truly sorry to hear about your experience with ATI. We strive to ensure customer *******************************, and it is exceedingly evident that we fell short in your case. After reviewing the concerns, our executive leadership team has chosen to not proceed with producing any phase of the work. The reasons were highlighted in our previous BBB response on March 5th, 2024. Based on the contract, there are no breaches. We understand that this situation has caused inconvenience, and for this, we sincerely apologize, ****. To rectify the situation, your insurance carrier was notified and understood the separation reasons. They will move forward with reassigning your project. 
  
  Thank you, 

  Customer response

  03/11/2024

  ATI's apologies ring hollow as they continue to deny breaching the contract when clearly they did.  Their stated reasons for unilaterally abandoning our Agreement are completely untrue as clearly demonstrated by the email exchange cited in my last response.  ATI claims we circumvented their project manager and director by getting bids directly from **** and carpeting subs.  That is blatantly false.  As previously discussed, the project director told us we had to communicate directly with the carpeting sub and invited us to attend meetings with both the carpeting sub and **** sub.  ATI even provided us details regarding the **** sub's bid in a January 11th email.

  It was only weeks later that ATI first claimed that "it was brought to my attention that you and your wife have been communicating directly with our sub. . ." Brought to their attention by whom?  We had been discussing our contacts with both the carpeting and **** subs for weeks.  ATI did not even have the decency to respond to our email requesting additional information regarding their decision.

  Moreover, the claim that ATI has explained the reasons for breaching our Agreement to our insurance company is also false.  Our adjuster informed us that the first notice he received that ATI was abandoning our project was when he was cc'd on the February 12th email to us.  He also indicated that he would be taking steps to remove ATI from the company's network of contractors.

  Bottom line - if anyone reading this finds themselves in need of a contractor to repair home damage and gets assigned to ATI by their insurance company - immediately demand they assign another contractor.  You will be sorry if you don't.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house flooded in August of 2023. ATI was assigned to my claim in September of 2023. I was told my kitchen and remodel would be completed by Thanksgiving.. I still do not have a kitchen or running water in my living space. I haven't had anyone here since prior to Christmas working on my house. Every week i am told it is next week and then when i reach out, i do not receive any communication back. They have received the payment from my insurance and now i cannot get help.

  

  Business response

  02/01/2024

  ATI is actively working with ****************  ************************* was the assigned PM in which she left the company on Monday abruptly.  We have been going through her customers and reassigning PM's to the claims as of this morning February, 1st 2024.  We have not touched the check she turned in and is in our checks in holding folder since we realize the job is not complete.  She is not without help, we are actively working towards resolution for each of Taylors job. Thank you!
  

  
  

  Customer response

  02/05/2024

  If she quit, and you are reassigning why have you NOT called me to let me know this.  Also I AM 100% without help.  No one has been here since mid-December so if she quit Monday what is your excuse for the previous time? 

  I understand you haven't cashed the check.  Kudos to you.  I also know you cannot cash the check because I havent signed it yet.  SO please do not act ethical.  because the service i have received has been anything but. 

  

  Business response

  02/07/2024

  We're genuinely sorry to hear about your experience this is not what we stand for at ATI.
  
  ATI takes the concerns shared with seriousness. To state we're not cashing a check to highlight ethics for a benefit is untrue and unfair to our clientele. At the time of the response, we were merely stating the status of the check. We offer no excuses for any actions causing frustration.
  
  We understand that behind every project there is a human being who deserves the best service, especially during challenging times and we never want to miss the mark. ******************* *************) has been assigned to the project and will be assisting further to complete the project. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ATI restoration was the contractor assigned for home repairs. The cabinets ever since installed have completely bubbled and the wrap has removed itself from the wood. The cabinets are still under warranty. I have reached out to *********************** (project manager) to assist however she will not return phone calls or emails. *************************** supervisor will not call or email back either. I have tried to reach both people over a dozen times. Ive been polite and nice just trying to return our kitchen to its original state but they refuse to communicate. It is a simple request but their unprofessionalism is second to none.

  

  Business response

  12/07/2023

  Hello *****,
  
  First and foremost, we want to extend our sincerest apologies for any inconvenience you may have experienced. At ATI Restoration, we pride ourselves on responding to disaster recovery with precision and empathy, and it sounds like we fell short in your case. We would greatly appreciate the opportunity to discuss this matter further and find a way to restore your confidence in our services. Your feedback is invaluable to us for ensuring we maintain the high standards we've set for our services. We've escalated your concerns to our local management team who will be contacting you to further discuss and assist.
  
  We look forward to speaking with you soon,
  ******* & The ATI Family

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩