ComplaintsforBranamJames Construction And Restoration Inc.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this complaint as an advocate for my 72-year-old mother and 100-year-old grandmother. On June 2, 2023 items in their garage caught fire. The insurance has hired Branamjames Construction and it was been a terrible experience. It was not until late October that I stepped in to assist in getting the repair company to start working. My mother and grandmother were displaced for 2 1/2 months while repairs were made. It was difficult to find a location due to meeting the physical needs of my grandmother. My mother and grandmother are on a fixed income and had to replace certain items damaged in the fire. As we approach the 10th month of this event, my mother and grandmother still have not received their insurance check for the content and the claim is still open because Branamjames has not/will not provide the information to Progressive. The entire experience with this company has been awful. For months we heard that they would begin working the next week. They often said they would show up to work, provide information, or return calls. Also, my mother's home insurance has increased to over $9000 per year. This insurance increase has caused her mortgage to increase from $1300 to over $2700. She found affordable insurance with a different company. However, the new company is unable to insure her until the opened claim is closed. So not only has she not received the check for her content, but she is now having to pay a higher mortgage. My mother and grandmother cannot afford this. They are both are social security and have very little money coming in. I have spoken with the adjuster from Progressive numerous times and the manager with Branamjames. It's always "I am working on this". I am writing this complaint to help my mother as she is currently in a physical therapy rehabilitation center for breaking her hip and trying to figure out how to pay the bills.

  

  Business response

  05/20/2024

  We are very sorry to hear our customer does not feel the service we provided was up to their expectations.  Our company is a preferred provider for their particular insurance company with an impeccable record however, we do not make coverage or policy decisions, nor do we have any authority to make policy payments.  Our customers repair estimate was approved by the carrier Nov 21, 2023, @ 12:48:56 PM and repairs commenced Nov 27, 2023. Repairs were then 99% complete by Dec 13, 2023, only pending some special-order trim that was on backorder. All efforts to complete the repairs as soon as possible were taken including self-funding the repairs. The carrier did not pay the initial portion until months after completion and then our customers portion was paid 4/15/24. Our company made the decision to complete and fund these repairs due to the age and home environment of our customer. We also went out of our way completing other items such as pool cleaning and pool pump replacement before it was even discussed or approved by the insurance company, and we funded that as well. It appears the main complaint here is about payment for the non-salvage contents however, we are not the insurance company and cannot make any payments for these items. Our techs sorted, packed and inventoried all content items and provided an itemized list the carrier Nov 13, 2023. We also stored all these items at our facility for months. Once the itemized content information is provided to the carrier it is out of our hands. This was explained multiple times to our customer, and it was advised that they call their adjuster.  To the best of our knowledge, the carrier did not pay our customer until sometime after this complaint. Based on the information and timeline provided, it should be clear that we went over and above to accommodate our customer. It's disheartening to go so far for someone only to receive an embellished complaint for something that we have no control over. We will do better next time.   

  

  Business response

  05/20/2024

  We are very sorry to hear our customer does not feel the service we provided was up to their expectations.  Our company is a preferred provider for their particular insurance company with an impeccable record however, we do not make coverage or policy decisions, nor do we have any authority to make policy payments.  Our customers repair estimate was approved by the carrier Nov 21, 2023, @ 12:48:56 PM and repairs commenced Nov 27, 2023. Repairs were then 99% complete by Dec 13, 2023, only pending some special-order trim that was on backorder. All efforts to complete the repairs as soon as possible were taken including self-funding the repairs. The carrier did not pay the initial portion until months after completion and then our customers portion was paid 4/15/24. Our company made the decision to complete and fund these repairs due to the age and home environment of our customer. We also went out of our way completing other items such as pool cleaning and pool pump replacement before it was even discussed or approved by the insurance company,and we funded that as well. It appears the main complaint here is about payment for the non-salvage contents however, we are not the insurance company and cannot make any payments for these items. Our techs sorted, packed and inventoried all content items and provided an itemized list the carrier Nov 13,2023. We also stored all these items at our facility for months. Once the itemized content information is provided to the carrier it is out of our hands.This was explained multiple times to our customer, and it was advised that they call their adjuster.  To the best of our knowledge, the carrier did not pay our customer until sometime after this complaint. Based on the information and timeline provided, it should be clear that we went over and above to accommodate our customer. It's disheartening to go so far for someone only to receive an embellished complaint for something that we have no control over. We will do better next time

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Engaged with BranamJames Construction & Restoration in Oct 2021 to remediate water damage in kitchen and replace appliances, paint, drywall, etc. As of May 13, 2022 work has not been completed with no estimated date of completion.

  

  Business response

  07/13/2022

  Business Response /* (1000, 12, 2022/06/27) */ repairs here were 2 part. First was mold remediation followed by repairs subsequent a successful remediation. The damages were caused by water and covered by our customers insurance policy. Since this was an insurance claim and we are an approved vendor of the carrier, all parts of the process needed to be submitted to the carrier for approval. Multiple 3rd parties were involved, and third parties are out of our control and time frame. The documented timeline for all parts of the process is attached. Remediation and repairs are completed as fast as possible however they must follow State regulations and carrier guidelines. At no time did we stall or intentionally extend any portion of the process, in fact, the timeline and expectations were discussed ad nauseam before any work commenced. Also, in an effort to avoid unnecessary delays during the repair process any materials that could be ordered ahead of time were ordered. The attached timeline for this type and extent of damage is not out of line especially post Covid. Mold Mitigation Assignment received on 10/7/2021 Customer contacted on 10/7/21, had to LVM to set up an appointment Spoke to customer on 10/8/21 and customer would like for us to inspect on 10/12/21 Site inspected on 10/13/21 mold protocol was approved by the adjuster on 10/15/21 Work auth signed on 10/15/21 3rd party Protocol scheduled for 10/25/21 Mold protocol received on 11/19/21 Mold estimate uploaded to insurance company for approval on 11/23/21 Estimate approved by carrier on 11/29/21 Called the customer and set up remediation scheduling Remediation started on 12/8/21 Post remediation test scheduled for 12/17/21 Additional work needed per post test on 1/3/22 Approval for additional work approved by adjuster on 1/3/22 Scheduled is set for 1/10/22 for the additional work needed by AirMD Called AirMD to schedule 2nd post test on 1/12/22 2nd post test completed 1/14/22 On 1/20/22 second post test was not cleared due to new water intrusion @ the windows. Adjuster approval necessary for new damages repair materials received on 1/27/22 New damages completed and post test scheduled for 2/10/22 Passed post test on 2/17/22 and requested repair assignment opened for estimate Repairs Repairs assignment received through XactAnalysis on 2/21/2022 Repairs estimate completed and uploaded on 3/2/22 Estimate reviewed by the insurance carrier on 3/4/22 Estimate approved by the insurance carrier on 3/9/22 Spoke with customer on 3/15/22 and notified kitchen cabinets are in production Cabinets picked up on 3/30/22 and installed scheduled for 3/31/22 Cabinets installed 3/31/22 however some items missing, Quartz countertop is set for template on 4/1/22 Quartz install date is set for 5/10/22 due to the materials on back order Job completed 5/16/22 except for back ordered drawer front

• Initial Complaint

  12/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My property was damaged by hurricane Michael in Oct 2018. I hired Branam ***** Const/Rest of Leesburg FL in Dec 2018 to handle the repairs. The property sat in it's damaged state until March 2020 when repairs began. In that phase a new roof was done and repair to the interior, those repairs ended in April 2020, the repairs still incomplete as materials were back ordered. The house has now sat since April 2020 with no further repairs made, on top of that, new damage was discovered in Sept 2021. I receive very little communication from Branam ***** Const/Rest as the repairs remain incomplete not to mention the new damage I reported to them in Sept. Long story short, it's been three years since I hired Branam ***** Const/Rest to repair the damage and I'm still waiting. I would like a resolution to the issue.

  

  Business response

  02/21/2022

  Business Response /* (1000, 16, 2022/01/25) */ All work here has been completed and passed final building inspection April 24th, 2020. Our office received a call from Mr. ********** 18 months after the final inspection concerning some new damages post Hurricane Ida that went through the area of this property. From the date of completion up to the date of the storm there hasn't been any issues with the roof. Mr. ********** called his insurance company to review the new damages however were not sure of the outcome. Although we are no longer in the area, we did agree to inspect the roof. Consumer Response /* (3000, 18, 2022/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The repair process from the original damage resulting from Hurricane Michael in Oct 2018 have never been completed. The roof was replaced in March/April 2020, a full 16 months after initial damage and it did pass inspection. New damage was discovered in Sept 2021 and my homeowners insurance was notified, through their investigation it was determined the new damage which was obviously due to roof leak was due to faulty roof construction. I have received several calls from ****** ***** the latest on 1/18/22 advising they would be addressing the new damage early Feb 2022. New damage aside, repairs from the original damage remain incomplete, now in the fourth year since hiring of ****** *****. Business Response /* (4000, 20, 2022/02/02) */ please see attached certificate of completion from Jackson County certifying all repairs were completed 4/24/2020. Even though there is a certificate of completion for all repairs dated aprox 20 months ago and a new hurricane went through this area, we still agreed to inspect. A complaint is not warranted here.

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