ComplaintsforDisaster Restoration International - DRI, Inc.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed 3 contracts for 3 separate repair jobs on my home in 2021. All within the first few weeks of 2021. 1. First job was to repair a ceiling leak in the living room. 2. Second job was to repair a fire damaged wall on my back patio. 3. Third job was to repair a leak in the roof. My home insurance (*******) Would cover the first 2 jobs. The 3rd was to be out of pocket. I paid a deductible of $1000 for each of the other 2 jobs for a total of $2000 to DRI in April of 2021. They sent me a receipt which I still have, and cashed my check. They came in Aug of 2021 to fix the roof (3rd job on the list above). That was to cost $806.13 out of pocket. I was happy with this job. For the other 2 jobs they have never come to do or schedule any work. They don’t answer my emails or calls. The lady who answers the phone never has anything helpful to say and only says she will pass on my message. I wrote a letter to request a cancellation of the contracts. This was emailed to them around Jan 20 2023. I called to confirm they got the email and they said yes they would complete my request in a few days. The email I sent included my receipt for the $2k I paid and copies of the contracts. I even did the math for them and requested they take the $806.13 I owed and repay me the remaining $1193.87. Their contracts state that work should begin roughly 2 weeks after signing of the contracts. It has now been 2 yrs. Their contracts also say that refunds should be issued 48 hrs after receipt of this request. It has now been 2 months. I am beyond frustrated and don’t know how to hold them responsible. Can you please help me get my refund?

• Initial Complaint

  09/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I sought a claim with my home insurance AAA on January 5, 2021. This was in regards to water leakage in my master bathroom. The contractor the claim was assigned to DRI (Disaster Restoration International; I have contacted both parties to finalize the reconstruction of the issue in the master bedroom however I keep getting the runaround and I do not feel that this project will be finalized soon. I have emailed, called, left messages to CCA Global, DRI, and Triple-AAA and there has been no response. The contractors they assigned the claim to are not customer-friendly, they do not communicate with me, they do not notify me when they will be working on my home. This has been a constant ongoing issue since January, I have left my job numerous times thinking the contractors would show up at my home however, they do not. I keep getting told that the project will be pushed to be finalized within a month however that also has not been the case. ******* *******, she is the adjuste

  Business response

  10/28/2021

  Thank you for posting this complaint and bringing it to our attention, for the last few weeks we have been investigating allegations brought against DRI from Ms. *********. 

   

  This project was headed by our superintendent ***** ***** to oversee the restoration process to bring the structure back to its pre-loss condition. Our management demanded a statement from this superintendent and events that follow after the policyholder complained of delaying the project. Superintendent was instructed to follow up and address this complaint as necessary in order to salvage our relationship with the policyholder and to take care of her needs at her worsted time, unfortunately nothing was done.

   

  After four days of noncompliance at manager's request in order to respond to this inquiry, superintendence was summoned to discuss allegations and given 48 hours to address the following issue:

   

  1. Allegations at hand

  2. Timeline of events for the project

  3. What was the resolution from his meeting with policyholder

  4. Was the resolution followed up and executed.

   

  At the end of 48hrs superintendence defied management request about the issue.

   

  For the next 5 days superintendence called in sick without any indication of regrets to his in action or lack of following up as request by DRI management. Based on superintendence short statement which brought no value to bring this matter to a close, we continue to investigate to bring this to a closure without success.

   

  DRI has restrict policy and procedure of how we document project events within the claim unitizing latest software such as restoration manager to update the file on real time bases at the location of the project. In matter of ********* project, there was lack of photos and written documentation, therefore management has decided that it would be prudent to take care of the policyholder quickly as possible, crediting the deductible as form of reimbursement and any other trade which we have completed that is not within industry standard.

   

  Although DRI management would like an opportunity to reinspect of all allegations, we were explicitly instructed by the policyholder she didn’t want any DRI member nor management inside her property.

   
  At this point we are in the process of crediting back money for any trades within the project to the policyholder to rectify this event, DRI accounting has sent out $500 deductible on October 20, 2021 and revising our scope of work to CSAA and CCA global, so the carrier can issue funds to the policyholder as soon as possible. This matter will continue until DRI has completely satisfied our obligation to the policyholder and to our partners, CSAA and CCA global.

   

  DRI sincerely apologize to the homeowner that we did not catch this issue sooner due to failure to communicate by several members of the company to key management. In addition, we have taken swift attentions and both senior file handler and superintendence are no longer with DRI.

   

  Principle of the DRI would still like to meet with Ms. ********* to personally apologize and to rectify this situation by correcting and finishing the project without any compensation and DRI will incur all expenses including labor and material.

   

   

  Customer response

  10/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. After the resolution I do not wish to have any business with the company. 

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has been difficult to work with and they are not very communicative. Our home was destroyed due to a house fire in July 2018 and it is still not completed with several things still needing to be completed/fixed. My family was finally able to move back in last July 2020, and yet, the house remains unfinished. The work that was completed is subpar and we sent a long list of things that needed touching up. DRI promised to finish the remainder of the work. They've only sporadically stayed in contact with us, only to say that we owe them a lot of money. They have emailed a copy of a bill, which to my knowledge, the insurance already paid for as we gave them all of the checks. The amount they say that we still owe doesn’t make sense. I've contacted my insurance adjuster several times asking about this balance and he stated that there should not be a balance. He has also reached out to DRI several times asking for clarification but they have never called him or us back.

  Business response

  09/27/2021

  This claim in invalid, the client owes over $78k to our company, we've requested multiple times that they contact their mortgage company, Wells Fargo as they are currently holding the funds. Ms. ****** and her family need to show "good faith", an attempt to contact Wells Fargo to provide an update our company to 

  when the funds can be released for completed work. We have yet to receive any information from Miss ****** or her Family. Based on the contract they've signed we can legally lien their home or escalate the unpaid matter to our legal department , which all expenses can be add on to they the already owe, but they good people so we have just been sitting on them to take action with their mortgage company to release payment to us.

  
  

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