ComplaintsforATI Restoration LLC

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  VR Restoration has repeatedly unprofessionally handled my home rebuild after a plumbing issue. I have been given bogus contracts asking for more money, they have left my door unlocked several times after visiting my home, they have improperly created erroneous estimates that had to be corrected, they went three months without doing anything in regards to the scope of work (and just now started back since I filed a complaint), etc. After I was brow beat into capitulating to their misleading statements and manipulations, I signed a change order and product selection form with the new project manager yesterday. Today someone from their company called and very aggressively informed me that they are going to refund the money ($37k) that I have already paid them and drop off of the job after waiting to be back in my home since April 6th 2023. Now I have to find another rebuild company and start this whole process over again. From what I gather, this is a regular business practice from this company and they are littered with complaints similar to the one I have just laid out here.

  

  Business response

  09/21/2023

  Thank you for sharing the customer concerns. We will review and speak with the correct team member to provide a response. Thank you!

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After a flood, State Farm required me to use ATI Restoration. In a year, I have dealt with long stretches of non-work, incorrect processes for filing paper work and incorrect invoices. ATI has now threatened me with legal action for non-payment when I have two invoices with the same invoice number in two different amounts. This is after State Farm has not received correct paper work from ATI *hence the lack of payment. The latest paperwork was submitted July 18th - a legal threat was received on July 23rd. The regional director is verbally abusive and rude - meanwhile no one at ATI Corporate will call me back. I have left numerous "messages" with customer service but no one will call back. The 800 number wants to transfer me to the regional director who is my problems. I was given a phone survey asking about my experience with ATI and gave them a 0 out of 10 - still no one contacted me. I'm starting to think this isn't a real business or at least not a business that is run in any ethical way.

  

  Business response

  07/26/2023

  ATI is actively working with the customer to resolve any open concerns. Our Accounts Receivable team has directly contacted the customer and sent the requested invoice. ATI has acknowledged and apologized for the customer's challenging experience.

  Customer response

  07/26/2023

  I do not accept this response - I have been threatened with legal action on invoices that are not correct and still not correct. I tried to pay and still invoices are incorrect.  I have wasted a year of time on poor quality work and ever more poor treatment. I'd suggest an investigation into how ATI runs their business. 

  

  Business response

  07/27/2023

  Our Accounts Receivable Team at ****** office received an email (7/26/23) from the customer and responded within minutes advising that our system still needed to process the credit.

  The customer was advised to wait 24 hours for it to reflect the correct amount on the web payment portal.

  Thank you!

  Customer response

  07/31/2023

  my issue is not that the corporate team finally got back to me. My issue is the year dealing with horrible service, being threatened with legal action on invoices that were not correct . I dont understand how a business is allowed to act like this and thinks their mistakes and lack of service is the customers problem. 

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around February 6, of this year I contacted this company from a referral, I had a leap in the wall. They came out after the leap was repaired and ran a heater to dry up the water for three weeks. Someone was supposed to had come back after the first week which never happen. My Tenant kept complaining so after 14 days, I unplugged it so she could sleep in her room. My calls were unanswered, so I stopped by the business they asked me for a $1000.00 my deductible which I paid and I was told things would get started this was 6, March. After numerous phone calls from myself and the tenant nothing else has been done and we're in the middle of May. I kept getting the runaround they would say we called no one answers never leaving a message until I said I would use someone else since this job was too small for them. Telling me it takes time to get the people to do the work lined up. This is not my first time working with contractors on at insurance claim which are usually good about doing the work but this is the worse no effort. At this point if it can't be done, cut our losses refund my money and I'll get someone else to do the job. I can't wait another 4 months and keep getting told we're coming and no one shows up. Please help with this my tenant is an elderly woman who has doctor's ************ and is still trying to work she should not have to suffer for their incompetence, nor should one. VENTURI RESTORATION *******, **************************************************************************** Finish the job in a timely manner or refund my money for all the inconvenience.

  

  Business response

  06/12/2023

  It appears that this communication is not from the homeowner but from the tenant.  It appears that the primary complaint is that we have to access the residence to perform repairs and need to schedule with her.  We have been hired by the homeowner to do certain aspects of repairs within the property.  We have scheduled to move forward with repairs shortly when the tenants work schedule allows for additional access.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The contractor refuses to provide full payment after full payment has been submitted and substandard work was completed. I have contacted the project manager and have yet to receive a response. :

  

  Business response

  06/12/2023

  This project was closed on 2/1/2022, paid in full after a $3,140.15 credit was applied for portions of the scope they cashed out on.       

  ******************************:
  I sent the paid in full invoice and copy of check to Wifes email. We will also send a paper copy with tracking tomorrow. 

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Addendum to *********. Venturi Restorations destroyed my bathroom cabinet, tore wall paper off the walls, broke the locks on my front door (had to replace both front and back door locks as same key opened both doors), tore the light out of my closet, destroyed the wrought iron railing on my front porch, did not clean or remove broken glass and debris prior to painting. Had to have entire paint job redone. My garage was vandalized, Venturi Restorations took my $1000 deductible but never did any work. Also put the wrong carpet on my floors,not the carpet I selected with ***********************, the original contractor. Have asked repeatedly for name of company, type of carpet and my warranty without any response. They also destroyed the outlet where my WiFi was connected. Had to have that outlet replaced.

  

  Business response

  06/12/2023

  The customer never paid their invoice. They owe us $9,424.04 from a total invoice amount of $11,554.04 after cash out credits were applied to the approved insurance scope.
  
  This customer filed a complaint with Contractor Connection who found ** not responsible for the claims against ** by *************.
  
  This customer also filed a complaint with the ***** who also found we were not at fault for *************** claims against **.
  
  Both **** and Contractor Connection closed their complain files Contractor not responsible. Emails from both the **** and Contractor Connection are attached, the **** has copies of all estimates, work authorization, material selection forms, change order, etc  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/28/20 A hose bib burst in my wall and flooded the master bedroom. Phoned this company . They started the process of mitigation and repair. Weeks went by and I hadn't heard anything as to when the work would start. An estimater had come out, completed his work, but forgot to submit it to my insurance company. Two weeks passed with no communication from this company .I Called two days in a row to find out what was going on. Finally the 3 rd day the estimater called me back and then sent the information to the insurance company. Fast forward to July 2020. July 13 2020 8:32 am Phoned Project manager to find out where work team was, had not arrived nor had I heard any time frame as to when they were coming. Project Manager stated he would be by later today to pick up payment. 9:25 am Team arrived, I showed them where the work place was and reviewed what they were to do. Team said they would be able to finish the work today. 12:00 pm I came home for lunch, no workers were here, nor had they started any work. Phoned company, I was informed that the work was cancelled due to non payment of the deductible. 12:01 pm Asked ***** about him saying he was coming by this afternoon to collect the check. He stated that he said he 'might come by. '1:07 pm I phoned the office again, asked about changing project managers. Was informed I had to talk to the general manager regarding the situation. I was informed that, the general manager is the project managers uncle, which potentially creates a conflict of interest, in order to resolve this communication and project manager issue. 12:48 pm I was also informed by my home insurance company that they are still waiting for the remediation billing from the company. When I asked the project manager , *****, about billing this, he said he could not help me with this issue. I got no help from this company and felt like I was a second class citizen, no customer service there at all.

  

  Business response

  07/20/2020

  The information presented in this complaint is inconsistent with our documentation of facts and correspondence.  Venturi Restoration responded to a water damage event and completed dry-out/water damage remediation services on June 2, 2020 and completed work on June 6, 2020.   Before moving forward with repairs, we forwarded an invoice to ********************** for services water mitigation services rendered (invoice for $783.72, dated 6/16/20). It is our policy to collect for all water mitigation services rendered in addition to any policy deductible that *** exceed this amount before proceeding with any reconstruction or repair work.  After receiving the 6/16/20 invoice, ********************** informed ** that we should contact her insurance carrier for reimbursement directly and reiterated in the body of this complaint that she had been informed by her insurance carrier that they are still waiting for the remediation billing from the company.  The estimate for water mitigation work and repair were presented to the insurance carrier and the adjuster assigned to the claim confirmed via email (June 30, 2020) that he was in receipt of and has approved estimates for both the mitigation services performed and the repair estimate.  He stated further that payment for both were mailed to the insured, ********************************, less the policy deductible.  The adjuster also confirmed with ** that he contacted ********************* and confirmed her receipt of funds.  We have communicated to ******************************** that the invoice for water mitigation services and the policy deductible must be paid before any repair work could begin.  As of this date, the June 5 invoice has not been paid and calls to ********************** by our Branch General Manager have not been returned.
  

  

  Business response

  06/12/2023

  ********* 5/29/2020 We completed mitigation, she signed cert of completion and had no complaints about service.  7/2020 ***************** confirmed they paid insured directly for the mit. I reached out to insured for payment. Finally had to send past due invoice.  7/20/2020 she filed complaint with BBB requesting billing adjustment 8/2020 she paid balance in full.  Insured was just trying to get out of paying bill for completed services. This is not a valid BBB complaint.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Nov 2022 I was ask to hire ATI for bathroom repairs through my home owners ins company. In DEC 2022 we came to an agreement of 6k for the repairs. I sighed contract. They fired ******* that I signed contract with and kept my deposit. From that day to now ATI has been asked by my ins company to provide certain things to justify the increase in cost. To This day they keep giving us the run around and nothing has been done to fix my home. Week after week I call for answers and they seem not to care to return calls or give any information. My Ins rep has gotten involved and are treating him the same way as they have treated me. This company is not dependable and doesn't care about there customers.

  

  Business response

  03/03/2023

  In Dec 2022 ATI received a program assignment to contact the insured and provide an estimate for repairs. The ***************** wrote an estimate for $6,230.56; he noted in that estimate that a supplement may be needed due to current market material cost. ****** was not fired; he did however leave the company without notice.  One we had the signed contract we had a PM **** assigned to schedule the repairs. **** had our subcontractor bid the shower repair; their bid is higher than the approved amount in the estimate of repairs with insurance. At that time another PD ****** was assigned to assist and submit the supplement.  With that supplement ATI provided our sub-bid. The adjuster was requesting a material breakdown, which ATI provided in a timely manner: however, it was not what the adjuster was wanting. The adjuster clarified what was needed; the raw material cost breakdown and where the material is sourced from which is not a typical request to provide.

  Our subcontractor has now provided a more extensive breakdown of her material costs and a link to material supplier.
  We recv'd another call this afternoon from insureds agent requesting an update since he could not reach the claim adjuster. This 3-way call between the agent, our project director, and our subcontractor. The agent asked if we could send the requested info to him directly that way, he could confirm it.  The PD forwarded the information to the agent while on the 3-way call. The agent reviewed all information and confirmed that it sufficed. Agent said he will keep following up with the claim adjuster for an update on approval of the sub-bid supplement so that we can move forward with scheduling repairs.Once we approval is obtained ATI will be scheduling the repairs, we dont want to complete repairs without approval and then have the insured stuck with out-of-pocket expenses. We do apologize for our misunderstandings with some of the requests and we hope to have resolution to complete everything soon. 

  Customer response

  03/03/2023

  
  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

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/11/22, we paid a deposit of $1000 to contract with ATI for kitchen restoration as they were referred to us by our insurance company, Allstate to complete repairs. We were working with *************************** and *********************** as the construction and project managers respectively. There was promise from ****** that the job would be completed by November but after this he stopped answering our calls. ***** wouldn't respond to emails. ATI's 800# is a complicated phone tree that would hang up on people. Finally in January 2023, we were connected to ******, their office manager and **** of ****** and ***** who agreed that this was terrible customer service and offered to refund us our money. We also spoke with ***************************, the regional manager who told us our refund check would be issued on Jan 26, 2023. Nothing has been returned to us and he is no longer answering our emails. We want our deposit returned. No work was ever done. This is a terrible company full of unreliable employees.

• Initial Complaint

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a fire at our home on 12/19/22, our insurance provider Erie contracted ATI Restoration as a preferred vendor to clean the inside of our home and contents. The damaged was mostly to the exterior of the home and deemed habitable by the fire department. Cleaning started on 12/22/22 and ended on 12/30/22, either myself or my husband were home during the cleaning process and took notes as to when they arrived/how many people and how long they were at our home as well as what areas they cleaned. The total hours worked came to approximately 80 hours and they cleaned the main floor and 2nd level. Three invoices mailed to our home were postmarked on 1/11/23, invoice #****C was for board up $1210.00, invoice #****C for contents cleaning $9,786.99, and invoice #****C for structure cleaning $27,696.50. I emailed *******************, the project manager, for detailed copies of the invoices for review. Once I received the invoices I noticed they charged for cleaning the basement as well as inside closets/vanities which were not performed except for placing an air scrubber in the basement which they crew almost forgot and I had to remind them to remove. In addition they billed for 177 hours of work and were only on-site for 80. To add insult to injury the cleaning crew damaged our vinyl flooring in the family room, 3 sets of mini blinds and a cat scratcher. We sent them the repair and replacement estimate for the damaged items and they agreed to take this off the bill but did not send a revised invoice. They demanded payment by the end of the next business day which is President's *** and threatened to file a lien on our home the next day. *** never visited the job site and a scope of work was never presented even though I did request it. *** wouldn't return my emails to get this straightened out sooner. We should not be paying for cleaning an area they did not touch. We request they remove the charges for areas they did not clean in addition to the damages caused.

  

  Business response

  03/02/2023

  
  
  Erie did not contract with ATI for the cleaning, they can only make a recommendation of companies based on their performance. The insured contracted with ATI as the work authorization and certificate of satisfaction were signed. There were no issues with the job until ATI pursued payment. 
  
  The concerns that were raised had not had anything to do with the job being done but with how the job was being executed. The work is not billed on an hourly basis but on a per-item basis.  We gave her an example of a plumber cleaning her drain, it is not billed as an hourly job but as a drain cleaning. The estimate was approved by her adjuster. In Dec 2022 the insured did complain about how the project was being handled but never stated that there were any damages.
  
  The invoices were initially sent to the adjuster. After following up with him, he said he had sent the two-party checks to the insured. We did not receive payment and I contacted the insured with no response. ATI sent a past-due notice on 2/8. The insured responded on 2/13 with her list of concerns and damages. ATI never demanded payment the next business day. The ** told her, prior to the "damages", that we would give her a courtesy credit of $500 if she would make payment the following day.
  
  She stated that they did not discover the scratched floor until her holiday decor had been put away, we did not agree that the damages were caused by our work but gave her credit for the flooring (an estimate was provided by her), cat scratcher and mini blinds, which were not part of the claim, and the areas that she stated we did not clean, as she requested. The total credit was $10,125.23, which she agreed to.
  
  The insured agreed to the final amounts and requested an unconditional waiver of lien. We informed her that we did not provide unconditional waiver of liens but we could provide her with a conditional lien waiver, which she agreed to.
  
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ATI began working on mold restoration in September. My unit was completely uninhabitable by fault of the *** (La ***********) due to a severe mold issue. ATI setup all equipment and completely covered all bedrooms to begin the remediation. The project was abandoned and my unit was left in the same condition for 2 months with the equipment running 24/7. It wasn't until November 16 that the cleaning was finished. In that time ATI racked my electric bill to over $400 for each month the machines were running. I am looking to get reimbursed for the use of my electric as my unit was uninhabitable and by no fault my responsibility to be paying for an astronomical electric bill. I have also reached out to the Project Manager *********************** and the previous manager, ******, for a response as to the date/time for the reconstruction portion and no one is responding. It is now approaching mid January 2023 I need this to be elevated immediately. I cannot continue to have my A/C unit running on overdrive because the walls are exposed and having my unit in disarray. This is UNACCEPTABLE!!

  

  Business response

  01/10/2023

  ATI has documented our communications with *************************** and an ATI Project Manager did make contact with **************** on December 30, 2022. 
  
  On December 30, 2022, **************** was urged to speak with his HOA concerning charges he may have incurred as he stated the unit was inhabitable. 
  
  The HOA is the customer who hired ********************** for the remediation services. These services require the use of electricity to dry out (AC and Dehumidifier). ATI did not abandon the job. 
  
  The HOA is the correct party for **************** to contact.

*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. ↩