ComplaintsforATI Restoration LLC

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June of 2018, we contacted this company for lead paint removal in a home we purchased. They completed the job, and afterwards, we noticed extensive damage to the glass. We realized most of the window panes that had been worked on had big ****************** in them. We reached out to the company and they came to inspect it. Some time had passed because we didn't notice the damage immediately, but noticed over time as we moved in and began living in the house. They sent the contractor (*************************) out to inspect and he acknowledged the damage and assured us he would correct it. For the next year I reached out to him every couple of months and was simply told he hadn't located replacement glass. Eventually, a new contractor (****) was assigned to the job. He also assured me he would correct the damage. The next year I checked in with him every month or two and finally he admitted he was not going to be able to find replacement glass for our nearly 100 year old windows. He said the company would be willing to give us money so that we could repair the damage ourselves and he asked how much we would request. I requested the entire amount that we had paid, $5500, since the damage was so extensive, I believed it was fair, and since they spent over 2 years trying to find replacement glass with no luck despite their professional resources, it is doubtful we ever will be able to repair the damage. **** agreed it was a fair request as he had seen the damage himself and was unable to rectify the situation. That request was made in June, 2022. I have again had to check in every month or so and at first I was told he did not have an answer, and now the company has completely stopped responding to me. The reason this request is happening now over 4 years after the work was done is because this company dragged this out by completely ignoring me unless I reached out to them. I would have submitted this much sooner but they kept assuring me they would fix the damage they caused.

  

  Business response

  10/28/2022

  We have acknowledged the concern and have escalated it internally within the company. We are working on providing a solution for the customer. 

  Customer response

  10/28/2022

  
  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

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business trashed my house during the time of service because the house became non-livable. However, it was my property and I checked in on it from time to time and was shocked by the disrespect of some of my belongings. I also had an electric bill come up to be incredibly expensive during the time of their services in which I asked for a discount off my total services for. An area of the floor was cut too short so they replaced one of the vents to cover it, but now I have one unmatching vent. Parts of the floor have started to come loose already without even being installed a year. Was told a final price on the work by one worker that later left the company and now have a completely different total (more expensive) than I was originally given, and was not given a discount for the outrageous electric bill, or the damage to belongings.

  

  Business response

  06/12/2023

  ATI is working on locating the complaint information to research the concern. 

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ATI handled remediation of our condo after the 2021 freeze. Currently our *** is involved in a billing dispute between ATI and the insurance adjuster. Requests for back up information from ATI to resolve this issue have not resulted in any solution. This has been going on for months, resulting in the *** being unable to pay the contractor who completed repairs. The repair contractor will certainly have to resort to a lien on our building if there is no resolution soon. That will be a disaster for our owners.

  

  Business response

  09/23/2022

  ATI is unable to locate a job/transaction with the reviewer listed. 

  Based on the comments, ATI was not contracted by the reviewer.

  Please provide additional contact details so we may further research the concerns.  

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were referred to ATI by our insurance back in Oct 2021. ATI had agreed to replace and install about 650 sqft of flooring as well as replace cabinets under the kitchen sink and under the island in the kitchen. For months they would promise us they were working on it then ghost us for months. After 9 months of me having to push them to work on our house we finally got our flooring installed. Although, since they had me pick out the color in mid December and didnt install the floors until April I had to pay $700 out of pocket to get the color I wanted as the original was no longer available. ATI told us the cabinets would *********** weeks as they needed to be custom built to fit under our kitchen island. After coming out in December to measure the cabinets nothing happens. After I keep asking they come out again in March to measure again. Then I hear nothing from ATI about the cabinets until April. I never got drawings or asked if I wanted the cabinets changed. They just show up with 2 ********** type boxes and put those in reducing our cabinet space by 9 inches and requiring them to put in shims under the cabinets and a 2x4 to hold the island up. When I sent pictures asking whats going on they told me it was their error but to this day have not tried to fix it and are charging us for these cabinets. I have repeatedly asked for a statement on our account and never got it. We had to pay another company to take their cabinets out and build/install new ones. I have called corporate 4 times and left messages with managers and no one has called me back. This has been 10 months of h*** trying to get them to do their job and finally having to pay someone else while they **** us for their cabinets that dont fit. I have pictures and emails and texts to back all of this up. I will also be filing a complaint with the insurance commissioner

  

  Business response

  07/19/2022

  Good Morning, 
  
  Thank you for sharing the customer's concerns.
  We've located the project details and are working on a response to the customers 'desired settlement' presented. 

   

  Thank you!

  Customer response

  07/19/2022

  I have yet to receive any correspondence from ATI. I am so glad they responded to you but nothing on my end. Its been 20 months now 

  

  Business response

  07/20/2022

  To BBB: 
  
  
  ATI was let go by the customer in early June due to timing and material issues with *************. Our Regional Manager will be adjusting the customer's estimate to match the work completed by ATI which equates to:
  
  *Flooring, and trim work in the den, kitchen, and dining room
  *Insulation work in the crawl space
  *Drywall work in the kitchen
  

  ATI will send a statement of account showing what was invoiced and what they have paid to date. 

  
  The cabinets ATI provided did not fit the area as they were to be custom made and were purchased off the shelf prompting the homeowner to hire someone else to complete ************* portion of the job. The homeowner states that ATI can come to get them if we want them. ATI will contact ***** on arranging a pickup date and time to collect them so the homeowner is not responsible for the disposal of the cabinets.

  Once all communication (accounting, managerial contact, cabinet removal) with the customer has been completed we will provide an update to the BBB and provide documentation. 
  

• Initial Complaint

  07/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  TO BBB,Please see below for a copy of the last email I sent AIT on 7/5/22. Today is 7/12/22, and the business has yet to respond. The email below is a recap of what Ive been going through with AIT.My email:***** (project manager) showed me the cabinets from Rainbow Stone, he ONLY showed me the sample PAINT on a piece of board which by NO MEANS represented what I was getting as a whole; I ONLY signed off on the COLOR.I would ONLY accept the SAME QUALITY of cabinets as in Rainbow Stone; you cannot take a customer there and SHOW THE PRODUCT I WAS TOLD I WAS GETTING BY ***** and then push off a subpar product to them.I will NOT be paying a cent towards ATIs mistake.As I said, I will only accept the same quality of cabinets as in Rainbow Stone.If youre unwilling to do your job per your contract (already in breach since you did not start 2 months after the written start date or approximate to 4/18/22, plus the fact that youre giving me cabinets I DID NOT APPROVE), then I will ONLY pay for the kitchen demo and the drywall job done in my garage. I emphasize I will NOT PAY FOR YOUR MISTAKES AND SUBPAR PRODUCT.ATI, your company, has made my life a LIVING H*** I have NO KITCHEN FOR MONTHS NOW AND I HAVE BEEN PAYING FOR MY FOOD COSTS SINCE MAY 2022 BECAUSE OF YOUR INCOMPETENCE. Since you, so called startedthis job, I was told time and again by ***** were backed up there are other customers ******************* has Covid or on vacation (whenever I asked for her to provide a cost, etc), and on and on.NO MORE!!!ALSO, VERY IMPORTANT: my property is laying in boxes on my patio for over three weeks now, while the rest of my kitchen items are still in my old kitchen drawers, Laying on top of my very expensive handmade carpets.I CAANOT SLEEP at nights, constantly worrying if someone is going to take my property. You need to remedy this ASAP, or I will hold ATI responsible for ALL damages and/loss caused as a result of your negligence.

  

  Business response

  07/19/2022

  Good Morning!

   

  Thank you for sharing the customer's concerns.

  We've located the project details and are working on a response to the customers 'desired settlement' presented. 

   

  Thank you! 

• Initial Complaint

  06/14/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had a flood in my upstairs bathroom and hired ATI Restoration to repair the drywall damage in the garage as a result and also replace the trim in the upstairs. ATI finished the job, although it took way longer than originally outlined in the contract.The contract was signed on 2/3/22 and completed on 4/28/22. The original contract amount is $10,631.14 The contract included heaters for the garage to help keep it warm so mud on the drywall would dry and also help with paint. The contract also included a content manipulation charge that would include moving items in the garage. Neither of these services were given to me as I moved everything myself and used my own heater to keep it warm. Ive called ATI to have these 2 charges, totally $1506.82, to be removed from my invoice but Ive yet to hear back from anyone on this. I talked to the project manager, Manny, and told him about this issue and he said he would get it removed. That didnt happen. I called the phone number on the invoice and the person told me to talk to the project director, *****. She left him a message and 2 days later I left him a message. Still no call back. I called again and this time asked to escalate it and I talked to *****, the regional manager. He said he would look into it as well and yet no return call. That was 2 weeks ago. Im filing this complaint to get this billing issue resolved so I can pay the **** and close this out.The Invoice ID is **************. My customer ID is ******.

  

  Business response

  06/21/2022

  On 6/20/2022 ATI's accounts receivable team has emailed a copy of the revised estimate reflecting the credits owed to the customer. Once a response has been received, ATI will follow up with additional notes for the BBB. 

  Customer response

  06/21/2022

  
  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

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/21/2021, ATI was sent out by my insurance company to inspect some water damage. They began the demo in July and once they finished the demo, the not only left my home a mess, they damaged our ceiling from applying the wrong tape. It was the final inspection and employee of ATI that brought all the damage to my attention and he said it would be handled by ATI promptly and correctly. Since then I am unable to get any answers or timelines on when the ceiling will be repainted. I have 3 small children and 2 dogs, they will have to mask off our entire downstairs and it will be a large project that we will likely need to be out of the house for and for a couple days. I have reached out to the Project manager ******************************* over 6 times now and no response.

  

  Business response

  09/02/2021

  The customer's comments are referring to the consequential tape/staple damage to their ceiling from the containment used during the mitigation services. The damage the customer is referencing would be a repair service. ATI was not responsible for the taping and stapling of the mitigation area and only performed the water mitigation service.

  Customer response

  09/02/2021

  ATI did set up a barrier when removing the floor.  The picture of the barrier is the one ATI built and re-built 3 different times.  The first picture is the barrier up on the July 16th, the second photo is of the ATI team vacuuming up on the 17th, the 3rd photo is the tape that they left behind (branded ATI), and the 4th photo is of the text correspondence with the project manager.  Again, it was the ATI employee who wrote it ** in his report, took photos, spoke to ***** (the project manager) and then called me again to assure me that they would be back out to repaint the ceiling.  No other company worked in our house or set up any barrier, of any kind, during this time.

  

  Business response

  09/10/2021

  ATI will do its best in communicating and listening to the client's concerns. Although repairing the consequential damage (peeling of the ceiling paint) is not included under our current contract, ATI has reached out to the insurance company. The insurance company has approved a separate estimate for the painting of the damaged ceiling this week. As of today 9/10/21 , ATI has sent a new Work Authorization for the ceiling painting to the customer. 

• Initial Complaint

  08/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6-1-20, ATI began the mitigation and repair of damage to my basement resulting from sewer backup. My job is #C3G-13-64513. This job has been fraught with poor customer service and lack of ********************************, chaos, incompetence, and indifference from ATI management. I was forced to compromise on aspects of the job to accommodate ATI's mistakes in measuring and their claims that predictable construction challenges were problematic. These same compromises were later claimed to be "favors" that excused ATI from addressing my dispute. My attempts at resolution were met with disregard for facts and false allegations. This has dragged on for a year. The scope of the work and ATI's **** includes staining and finishing of doors that ATI has not completed and refuses to acknowledge. Items damaged by ATI, first documented on 6-5-20, have not been repaired or replaced; although I was often assured they would be resolved prior to job completion. I have paid $15,915.03 and have a $1,241.34 balance.

  

  Business response

  08/24/2021

  ATI has acknowledged and addressed all presented concerns.
  The project delays experienced stem from the customer canceling, rescheduling, and time is taken to select materials. In Feb 21, the customer requested to hold off on install due to weather. Between March and April to resume installation, ATI made documented calls and emails to reschedule; no response creating further delays. 
  ATI discussed the staining & finishing of doors, the customer wanted them exactly as they were prior to the loss, and they were unfinished.  Our technician completed additional work outside of the scope such as painting the door, painting the furnace room, installed new outlet covers (more than once due to the fact, the customer didn't like them), painting the interior of closets including shelves, etc. In good faith, a technician replaced the broken glass on one of the doors not related to the loss, in the interest of getting things wrapped up to your satisfaction.  
  Accounts Receivable has reached out to the customer multiple times by phone & email; no response. It was not until ATI had issued an intent to lien to finally receive a response from the customer. Since then, our local Regional Manager has responded to the customers disputes regarding the contents, staining, and damages. Damages are covered under warranty, however; the warranty is not valid until the balance is paid in full.
  
  ATI has completed the scope of work and now the remaining balance is due. Once paid, ATI will reach out to the customers insurance carrier to have warranty work on the approved scope that *** need to be addressed

  Customer response

  08/28/2021

  Response emailed to *********************** on 8-27-21

  Customer response

  09/01/2021

  
  I am sending you my reply to reject ATI's response via email per
  Madison's suggestion.  In order to reply to ATI's allegations
  properly, I need more space than was allowed in the BBB form.  Thank
  you so much for taking the time to read this, *****
  Case #********
  Reject Business Response
  
  ATI has not addressed my concerns.  They have responded to my emails
  and this complaint with a refusal to acknowledge or take
  responsibility, and with false statements.  ATI has billed me $817.38
  for staining and finishing of doors which was not done, and I will not
  pay them for work they did not do.  They have countered with the claim
  that I said I want the doors to remain unfinished.  This is completely
  false, as evidenced by my discussion with ********************* and follow up
  emails with 3 different ATI employees, which were cc'd to 7 additional
  ATI employees.  On 6-18-21, the last day ATI was at my home, **** and
  I discussed the uncompleted work, as witnessed by his partner, ****.
  **** then took phone photos of the insurance documents clearly showing
  inclusion of this incomplete work in the scope of the job, and said he
  would show them to his manager and get back to me.  I followed this up
  with a 6-22-21 email to ***********************, who finally responded to me on
  7-13-21, saying she would discuss ****** findings regarding the
  staining of the doors with her regional manager.  I received an email
  from *************************** on 7-19-21 requesting my signature on a
  Certificate of Satisfaction.  This form stated that an inspection of
  my property with an ATI employee had taken place and that repairs were
  satisfactory and complete. This inspection was never performed, and I
  had not heard back from ******* regarding the incomplete work.
  I sent an email detailing the remaining work to ***** on 7-2-21, and
  she responded that she would contact ******************* and *********************************,
  and asked to be contacted if there was no response from them within 24
  hours.  By 7-30-21, I had not heard from them so I emailed *****
  again.  On 7-31-21, I received an email from ***** asking for a
  summary of my dispute, so I forwarded my previous email detailing the
  issues.  ***** responded on 8-2-21 with an email listing supposed
  "favors" that ATI has done for me, suggesting that I owe them for
  these "favors" by overlooking and accepting unresolved issues.  He
  lied and misrepresented the facts and asked for documentation and
  specifics which were already supplied and disregarded.
  I sent ***** an email on 8-5-21 responding to his false allegations.
  I stated that I do not trust nor want ATI in my home and that I want a
  credit for the unfinished work and the items damaged by ATI so that I
  can have another service complete the work and repair the damages.
  ***** never responded, but I received an email from ******* on 8-9-21
  incorrectly stating that ATI had addressed my issues and falsely
  claiming that she had attempted to reach out to me in April and I had
  not responded.  On 2-19-21, I left a voicemail for ******* in response
  to an email requesting payment on my account.  I said in this
  voicemail, as I had previously said in another voicemail left for
  *******, that I would not pay in full until the job was completed.  On
  4-14-21, I tried to reach ******* after she sent an email threatening
  me with a lien on my property if my balance was not paid.  At that
  point, my job was far from complete, with items still on backorder.
  When I could not reach her, I called ATI home office and was put on
  hold for quite a while to speak with *******************************-only to be
  transferred to *********************.  Manny said he would take care of the
  misunderstanding and update the office on the status of my job.
  ******* sent an email acknowledging that she had been away from her
  desk when Manny and I tried to reach her.  This was the extent of
  Krystal's "reaching out to me" in April.
  ******* also stated in her 8-9-21 email that items ATI damaged are
  covered under warranty which is not valid until my balance is paid.
  This is a complete reversal of what I was told by Manny throughout the
  year.  I was assured repeatedly since the damaged items were first
  documented, photographed, and sent to **** by ************************* on 6-5-20,
  that all damaged items would be repaired and replaced prior to my job
  completion.  On 9-11-20, I prepared a written list of work to be
  completed, including items damaged by ATI, and scheduled a walk
  through of my basement with Manny.  At this time, Manny guaranteed and
  confirmed that he would replace the screen door and repair the damages
  before the job was completed.
  ATI incorrectly measured my walls and did not allow proper room for
  the outlet covers.  Without notifying me, the ATI workers "solved"
  this by sawing off the overhang on my outlet covers and putting the
  sawed off and misshapen remaining pieces on my wall.  When I spoke
  with Manny about this issue, he told me that correcting ATI's
  inaccurate measuring would essentially require redoing the paneling
  and further extending the length of the job.  I reluctantly agreed to
  a compromise by having the existing paneling carved out to accommodate
  the outlet covers and by having my sawed off outlet covers replaced by
  wood covers.  The purpose of the wood outlet covers was to make this
  eye sore caused by ATI's error less noticeable.  It was done once.  It
  was done as a solution to a problem caused by ATI, and certainly not
  because I was being picky about outlet covers.
  The door ATI is referring to is a door that I had been told was
  backordered and was used as an excuse for delaying my job.  After
  waiting for this door for quite some time, **** finally told me that
  ATI had never been able to locate a similar door and that no door had
  ever been ordered.  I again compromised and agreed to paint the
  existing door rather than hold up the job any further by attempting to
  replace a hard to find door.  **** offered to replace a missing pane
  of glass on the door as part of this compromise.  This was not
  additional work done to satisfy me, but a solution to a problem.  This
  was work done instead of work that was supposed to be done.
  Blaming project delays on me is a blatant lie.  I never once canceled
  or rescheduled.  In fact, more than once on a day's notice, I
  rearranged my schedule to accommodate ATI just to get them to show up.
  On one occasion, after waiting for **** to return from his vacation,
  **** called me on the evening of 6-10-21 to say that Manny had
  scheduled him at my home for the following morning, and **** suspected
  Manny had never contacted me.  Manny had, in fact, scheduled this
  without contacting me, and on such short notice, I could not change my
  schedule.  I have ****** voicemail regarding this instance.  This was
  the only time I could not accommodate ATI.  I sent emails to ****
  after Manny did not respond to my texts, asking for updates on my job
  and questioning the long delays.  **** responded with emails dating
  back to 11-19-20 and 12-10-20 stating that materials needed had not
  yet arrived.  There were never emails or phone calls from ATI to
  reschedule, as ATI has falsely claimed.
  All materials were chosen quickly with explicit texts sent to Manny
  with the details.  I have saved these texts.
  Without my knowledge, I was assigned a new project manager in February
  2021.  On 2-3-21, after a 13 inch snowfall, ****** called me saying he
  had a cancellation and could come to my home the following day.
  ****** and I determined that it would be impossible to get through the
  snow and mutually decided to postpone until weather conditions were
  safer. ****** and I touched base again on 2-8-21, after 6 more inches
  of snow and temperatures were below zero.  We agreed it would still be
  dangerous and difficult to work under those conditions.  ****** called
  me on 3-3-21 and said we could set something up for the following
  week.  However, on 3-4-21; he was sent out of town for a project.  My
  job was transferred back to Manny, who was supposed to contact me on
  3-4-21.  Over a week went by and Manny did not call, so I called
  ******, and we both agreed it would be best to wait for him to return
  and finish my job.  While waiting to hear from ******, I was contacted
  by Manny.  He said ****** no longer worked for ATI, and so I was
  bounced back to Manny
  .The painting was frequently discussed with Manny since there was much
  confusion, uncertainty, and conflicting information as to what
  painting was within the approved job scope.  I clearly stated and
  reiterated that I would pay out of pocket for any painting done that
  was determined to be outside the scope.  I was told by Manny to work
  this out with ****.  I spoke with **** and ***** about this on
  8-20-20.  **** told me that the painting would be covered.
  I have spent too many wasted hours attempting to resolve this and
  responding to ATI's false assertions.  ATI is more interested in
  juvenile mudslinging and blaming than in professional problem
  resolution.  I have full documentation of every communication between
  ATI and myself during the course of this job.

  
  

  

  Business response

  09/10/2021

  ATI has scheduled a call with the customer on Fri. 9/10 at 11A (PST) to discuss and resolve concerns shared.

  Customer response

  09/15/2021

  I have now had 3 conversations with a very ********************, and highly qualified ******** Service Supervisor; and we are working together to resolve this complaint. 

*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. ↩