ComplaintsforArk Restoration

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 2022 the ark restoration came into our home to repair and remove wet subflooring mold and dry out crawl space underneath house. It is January 30th and they still not completed the job. The house has been left sitting for 2 months at a time they packed our belongings and took them to low location on their property. And every attempt to get our belongs back to us so we can move them to a location where we can get to them when we need to or want to has been ignored. 5 months going into the 6 month we have been in a hotel room and not able to live in our home. They are holding property hostage for the last ***** that was agreed upon to be paid at the completion of the job, but the job is not been completed. I don't understand why that they are allowed and can hold our belongings the insurance is paid them almost $20,000. At one point when I got someone on the phone I was told that there were three weeks out from being able to deliver our furniture back it's been over a month ago still have no communication from them or no estimated of delivery date of our belongings. There is no money owed to them at this point they managed to cheat in order to get as much money as they got out of the insurance company so far.

  

  Business response

  02/07/2023

  Ark Restoration received this claim on 8/26/2022 as a water loss. A leak detection company was scheduled to inspect for the cause of loss so mitigation could begin. We completed the pack out and brought the insureds contents to a secure temperature-controlled environment. Water mitigation services were performed and then the repair inspection was scheduled. Repairs are unable to begin until full written approval is received from the adjuster. We were in communication with the insured throughout the approval process. Once approval was received, we had all contracts signed by the insured and scheduled to begin the repair work.
  
  The insureds contents were accessible by appointment. The insured was aware of this, but she refused to make an appointment to access her contents. We will not move the contents back until the repairs are completed in full. We were unable to move her contents back because she refused to sign that the repairs were finished. The scope of work was completed in full for the repairs, but the insured was concerned about mold in the crawlspace. She requested that we have a third-party company inspect her crawlspace for mold. We had this inspection completed and they determined that there is excessive water (unrelated to the **** ducts) around the perimeter walls of the crawlspace. The report indicated that this water is causing excessive moisture/humidity in the crawlspace leading to mold growth. These findings were relayed to the insured and the adjuster. We informed the insured that the mold is unrelated to the loss and advised that she should have this addressed quickly. The insured signed off on the repairs on 1/31/2023. The move back is scheduled.
  
  Payment was collected in accordance with the draw schedule listed in the signed contract signed between Ark Restoration and the Insured. The contract was written based on the approved estimate from the insurance company, Liberty Mutual. Please note, adjusters do not cover any additional work that is not warranted by the loss. There is absolutely no way that additional funds would be permitted through Liberty Mutual without ample evidence that the additional work/funds are needed.
  
  The insured was very difficult to work with. She removed the lockbox from the door and demanded that all appointments/work be scheduled through her. We understood this request and tried scheduling with her for work to be completed. But this caused delays because there would be times that she would not be available, and we would have to find a different day that worked for all parties. She also contacted the office several times yelling and cursing at the office staff. She would text the project manager at all hours of the night and expect an immediate response. Despite the erratic behavior, the project manager and office staff were very responsive and attempted to assist the insured throughout her project. Our goal is to help the insured and get her home back to pre-loss condition as efficiently as possible. Ark Restoration worked diligently to assist the insured with her loss and get her back into her home as quickly as possible.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The house burned. Ark restoration built it back. The A/c units supposed to be new. Have had several problems. Ark day ******* or ******* a/c supposed to be under warranty. They came out once and tried to charge me. Now the cacitor is out on bottom unit and I'm going to have to pay to fix a not new A/c unit on a new home.

  

  Business response

  08/24/2022

  After a house fire in October of ************************************************************ ****, we were hired to complete the repairs at the property. Part of these repairs included the **** system, which included two units. The insurance scope of work and the contract signed by the Customer stated that only one of the units was to be fully replaced and the other would only be repaired, as it had minimal damages. Thus, after the work was completed the only unit with a warranty would be the new unit installed.

  
  Since the job was completed in December of 2021, we have had several communications with the Customer, including visits to her home assisting her with multiple items. Some of these visits were to help her with things that were not to do with us or any type of warranty, they were just done as a courtesy.

  
  For the specific unit she is speaking about, it is the unit that was repaired, not replaced. The cooling components on that unit were not anything that was touched by Ark or ******* during the repair process, as they were not damaged. If there is something wrong with the capacitor, then it would be something that was going on prior to our work. In addition, part of the issue is that the Customer prefers to keep her home at 60 degrees when the outside temperature is 98 degrees.

  
  ***** from ****************** has had several phone calls with her letting her know that **** units are only made to keep homes ***** degrees below ambient temperature and what she was trying to achieve was unrealistic for the machine. This is more than likely what could be causing her issue, not Ark or ******** workmanship. Even after letting her know this, we still had ***** from Ark and ***** from ******* both come out multiple times in February and April before stating that there would have to be a charge for future visits.

  
  Additionally, the charge was only mentioned as she was still requesting us to return for the same issue after it had been explained multiple times both in person and over the phone that it was not the new unit causing any issues. The newly installed unit is working fine, and the existing unit is checking out as properly working. The Customers expectations are beyond the ability of the unit.

  Customer response

  08/24/2022

  The air conditioning unit had to have several the ngs done to fix it by another company who said it was not right that they were having to go behind ******* air and repair their mess. ******* air came out one time did not do anything and tried to charge 250 dollars. Keg n from Ark came out once for the upstairs unit. Then sent nobody for the downstairs unit i had to call someone to fix. ******* told me to put the unit on 60. I'm sorry but it's not my fault they had an idiot come do nothing but try to rip a woman off. The paint job is botched and Ark came out two times after job was complete in January. While I appreciate that they helped a woman out I let them go the cheapest route on everything. I contacted a lawyer and could have sued but I didn't. I was told the ac units were new bc it was a brand new house. Neither unit is new. The ac guy that came out said that everything had been thrown together and cheaply. They did not care whether I was done right or not. All they cared out was getting the job done as cheaply as possible. They can say they came out alot all they want. They did not.Lets put it this way the sheet rock was not sanded enough to paint it. They delayed the house being built for so long and had it their way. **** acted like he wanted to do this for me but in the end they had cheap workers that did a cheap job. I don't need them now. They argued every point I made on things that were wrong. But hey at least they built it. And thanks for coming and s******* on the k**** to my kitchen cabinet that should have been right the first time. Those 3 times they came out were really alot. 

   

   

  

  Business response

  08/31/2022

  The certificate of completion was signed by the Customer on 12/29/******** that we returned the Customers property a total of four timesJanuary 4,January 13, March 23 and April 15. These dates can be easily verified, as we have GPS units installed on all of our company vehicles. I cannot speak to the several things that the customer is saying she had to have fixed by another company,as we werent made aware of this until now.

  
  The job was completed per her contract and the insurance policies required estimate. If there was anything she didnt agree with price wise all she had to do was request a change order or upgrade estimate and she would just be responsible to pay out of pocket for anything insurance would not cover. 

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