ComplaintsforPaul Davis Restoration of North Atlanta

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a water leak in my home (12/2021. It destroyed my floors. I selected ******************************* to replace the flooring in my kitchen, dining room, home office and hallway. The contractors did an excellent job. The work was completed bt the end of April 2022. The problem is: I received a letter in December 2022, with a thinly veiled threat to put a lien on my home due to an outstanding balance. The work was paid for by my insurance company. I contacted **** Davis four (4) different times asking for an invoice, explaining the balance of over $2,000.00 they told me I owed them. I spoke with someone named "*** at first: He promised to call me back but never did...I spoke with several other members of their staff, who all promised to look into the matter and get back to me. To-date: I have had no further communications with the company, nor has anyone ever called me back. Your assistance is greatly needed and very much appreciated. Thank you...************************* I sent a letter on December 5th 2022 requesting information on this matter...to-date no one ha contacted me. I don't know if they have a lein on my property or not.

  

  Business response

  04/07/2023

   

  Formal response - 

   

  **** Davis completed the project and requested payment.  At that time the customer began disputing amounts owed.  We referred her back to the estimate approved by her adjustor.  The customer explained the email address we had on file for her was no longer good as it was for a business that closed.  She had no email address active so we dropped a statement in the mail.  Phone calls to her for payment have gone unanswered.  

  Sent from my iPad

  Customer response

  05/16/2023

   
  Complaint: ********
  
  I am rejecting this response because:

   

  I still need an invoice from **** Davis of North Alanta

  I will call again today Tues May16,2023.

  
  

  Thank you

  
  

  **************************;

  BBB Complaint # ********

  Thanx...The Hair Genie

  Originator of "Sew Real" Hair Enhancing 

  Human Hair Weaves & Extensions for all Ladies

• Initial Complaint

  10/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Nov 2020, flooring was installed in my condo. I moved back home in Dec 2020, and by Jan or Feb 2021, the floor began to fail. Throughout all of 2021, the floors continued to have issues for which the company had to fix. Then they indicated we needed to watch and see what the floor did. For several months, we waited and I continued to follow up. Sept 9 2021, I followed up again. The Project Manager advised that they would return the first week of Oct 2021. I heard nothing and followed up again mid October. They came Oct 28 and simply looked at the floors and advised that they would make repairs to guest bedroom, hallway outside the kitchen, and an issue in the master bedroom. Despite following up in December, they did not arrive until Jan 19, 2022 at which time the floor began to split significantly in many areas. A rep came to make minor corrections, but due to the issues with the floor splitting, he did not correct most of the existing problems that were outstanding. In April 2022, at the direction of ************* as it relates to the floor warranty, an independent review was done on the floors. The inspector advised that ******************************* should return in July to correct the issues with the floor shrinking and expanding. He advised this is the height of humidity and would be the best moment to gage how much the floor expanded. **** Davis and I agreed. After not hearing anything, in August 2022, I reached out to **** Davis via email. Despite my multiple attempts of receiving an update, the Project Manager responded on Sept 6, 2022 of ******************************* reluctance to do as advised by the inspector. And since that time, Ive not heard anything back. At this point it is too late to comply w the inspectors report. The only recourse is suit for breach of warranty or a settlement to resolve this matter once and for all.

  

  Business response

  10/31/2022

  Hello,

  As per our GM this customer does not appear in our customer data base.  They may possibly be a customer from the **** ********************** of ******************************************* office.

  It is a different owner. 

  If we could get more details it would be helpful.  For example, who they worked with during this process (Estimator? Project Manager?)

  Thank you,

  **** Davis of South Atlanta

  Customer response

  10/31/2022

   
  Complaint: 18335668
  
  I am rejecting this response because I did not lodge a complaint against **** Davis of South Atlanta. I clearly lodged the complaint against ******************************* of North Atlanta. See attached.
  
  Sincerely,
  
  *********************

  

  Business response

  11/09/2022

  Hello,

  Like the customer stated, this complaint is for the **** Davis of North Atlanta.   Our office is **** Davis of South Atlanta.

  Thank you,

  *******************

  

  Business response

  11/16/2022

  This job was completed in December 2020.
  ************ contacted us later to indicate the floors were buckling.
  During our warranty visits we have adjusted with cut of material and added thresholds.
   
  When we contacted the supplier, they requested a certified inspector to produce a report. The report showed moisture levels within the home were the root cause of the issue.
  The recommendation was to detach the shoe molding and cut floors.
  This process has been done twice; and our concern is that the flooring material
  will continue to shrink/expand due to moisture.
   
  The existing floor also showed cupping- in areas not directly affected.
  Moisture levels at the property continue to exacerbate the issue.  We are happy to continue working with the homeowner towards a resolution.
   
   
  *******************
  Office Manager
  

  
  

  Customer response

  11/17/2022

   
  Complaint: 18335668
  
  I am rejecting this response because I have spent months attempting to come to a resolution and **** Davis has been unresponsive. If they intended to reject the inspectors recommendations, they should have advised of this from the moment they received his report. Instead, they chose to disregard it, and failed to return in the recommended time frame (the height of the summer). 
  

  In addition, there have been other areas that have been waiting for correction since the initial complaints in Jan 2022, but we continued to be in wait and see mode as the issues only continued to get worse, including the floor splitting in various areas. 
  

  I requested **** Davis provide the warranty documents for my review. To date, that still has not been received. My insurance company requested that they comply with the request, yet they continue to refuse by providing the same exact response as provided here. Again, if that has been their stance, they should have said so months ago so I could have worked with another company in the recommended time frame and season to correct the issue.
  

  **** Davis has demonstrated they have no intention of finally resolving the issue. At this point, I would like to speak with their general counsel or someone empowered to work toward a proper resolution. They have my email and can contact me there.

  Sincerely,
  
  *********************

  

  Business response

  12/08/2022

  I have reached out to the homeowner via email, per her request to schedule a time to discuss mutually satisfactory resolution to this issue.

  Customer response

  05/10/2023

   
  Complaint: 18335668
  
  I am rejecting this response because:

  Good morning,

  
  

  I would like the above referenced complaint reopened due to Paul Davis Restoration of North Atlantas failure to properly resolve the complaint. I attempted to open another complaint, but the BBB closed it as a duplicate and advised that they would reopen the above referenced claim. After I did not receive any additional contact from the BBB, I inquired on the status. I was told to send an email requesting the claim to be reopened. Please do so.

  
  

  When I made the referenced complaint with the Better Business Bureau, **** Davis involved *******************, their office manager, to resolve the matter. In December, after explaining the situation, **************** advised that I should produce a flooring estimate and submit it. Per our agreement, I provided the request in January, after the holidays; the estimate was approximately $10,000. **************** confirmed receipt and advised hed be in contact. In February, after I made multiple attempts of receiving a response, **************** stated that the company would go through their insurance company to help me resolve this matter. He advised that he would provide me with the insurance claims adjusters contact information. Once again, after several attempts of obtaining this information to no avail, **************** later claimed that the company would not go through insurance because they were advised they would need to pay their deductible of $10,000. Instead, **************** stated that he would have a response for me from the company. 

  
  

  Once again, I waited for a response and none was received in the timeframe he had advised. When I contacted **************** again, he stated that the company believed that the issue with the floor is due to environmental issues and my continued absence for months and weeks at a time. I pointed out to **************** that this was a lie. I was neither never out of my condo for months at a time, nor was there a moisture issue as I had produced to **** Davis in 2022 meter readings which were contrary to their claims. 

  
  

  On March 4, 2023, **************** sent an email advising that in April 2022 the warranty claim had been rejected and the issue was environmental. He then claimed that his team would come to fix the floors, however as I had advised, this comes too late - Ive already waited a year for them to do this. There is no trust with **** Davis.

  
  

  After months of committing to resolving the issue, this seemingly comes at an opportune time to escape liability. This was the first time such an email was ever produced. Given the many promises from the company, it seems odd that they would keep such a thing to themselves for nearly a year.

  
  

  I have been waiting for over a year to resolve this matter and **** Davis has lied, made promises, and broken said promises. I would like the BBB to reopen this matter and work toward a resolution as my floors are still damaged. 

  
  

  Please see below for additional information on this matter.

  
  

  *********************, Esq.

   

  

  Business response

  05/11/2023

  Per the attachment provided by the insured, the issues stem from humidity changes due to the temperature settings within home.  I asked initially if she would like to make a warranty claim and work with ** through the ******* Right to Repair act but she refused and instead demanded a check.  I advised we could go to arbitration per the terms of her contract, yet there was no response.   Unfortunately we must abide by the mutually agreed upon expert's findings that this is a failure due to homeowner not regulating their internal temperature.We have acted in good faith to attempt to negotiate and try a repair within her home, even though the project is out of warranty, but we were refused access and opportunity to inspect.
  

   

   

  Customer response

  05/11/2023

   
  Complaint: 18335668
  
  I am rejecting this response because none of this is true. The last and only email I received from ******************* is attached. I have also attached the full chain of emails and texts with ***************** 
  

  The constant lies that have been told throughout the process are indicative of the issue I have with this company.

  Sincerely,
  
  *********************

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