ComplaintsforSmoke Services Restoration

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Smoke Services (owner *********************) to repair my home after a fire on 2/15/2024. Weeks after he did finally bring in an outside company to get my wiring/electrical repaired. We attempted to touch base with him on multiple occasions in regards to roof, drywall, exterior repairs to the home to include painting, getting a dumpster placed on site so that we could clean up. We were constantly given the run around or entirely ignored. It was finally set that the drywall would be completed on a Monday, the day came and went and the work was not done, bo word about it. A few days later, rubber mulch was bagged in trash bags from our playground, without word or quote regarding the action. It had been stated Directly to ****** that we would be doing the outside clean up ourselves to save money as it was not even in the estimate given to us/him from the insurance company. The estimate that clearly stated that he was to reach out to them for consent and approval of items not listed within the initial estimate. This never happened though. I terminated our working relationship via email. ****** then proceeded to enter my home the next day via key code and place a fan in my home attempting to change me to do so. After we discovered that he had been in the home we sent a second email reconfirming that he was terminated from the job. He then proceeded to call and text from my front door wanting to know why the door code was changed while acknowledging that we terminated the relationship. He has submitted a bill to us that is astronomically inflated for work that was never approved, and even done foolishly like, scooping mulch by hand for 48 hours, (so he claims). There is also removal of product listed on invoice that is currently sitting at my residence.

  Business response

  05/30/2024

  ************************ did sign with us to make repairs to her home. Her original intention was to restore power so they could move back into the home. I was provided the insurance company information and scope. This scope was not an accurate representation of the repairs needed to bring this home back to pre-loss condition. From the information provided to me, she did not have an insurance policy directly as her mortgage company had a forced place policy. This meant that she didn't have adequate coverage on the home and it also meant she didn't have coverage for her personal contents. The paperwork I was provided also showed a large amount of unrecoverable depreciation. Her mortgage company was in charge of distribution of funds as well. I contacted the insurance adjuster directly to discuss the differences in the scope due to the paperwork stating to do so. He directed me to use the available funds and provide supplements for any additional work. I contacted licensed subcontractors we work with for the electrical, roofing and HVAC. There was a waiting period to receive these that was out of my control. She asked if they could use a roofer they had chosen and I let them know that was their choice. The electrician was scheduled, the work was performed and the electric was restored to the property. We paid the electrician for these services. The customer requested the paneling in the bedroom be replaced with drywall, of which I said it could be. She also asked to add additional work to replace doors that were damaged previous to the fire. I inspected the doors and explained that they could be replaced or a new door slab could be hung. The customer explained that she would clear the contents from the work area prior to us starting inside. She was to let us know when this was read but she failed to do so. After reaching out to her she said she would do it right then. upon arriving at the home the contents were somewhat moved into the hallway and an adjacent bedroom. The paneling was removed where possible and the remaining area that was not removed was because we were instructed to not move her contents. Once the paneling was removed it was noted that the exterior wall was wet and must be dried prior to insulating and hanging/finishing drywall. The customer was messaged that we would setup equipment to dry the area and that we would begin removing the debris from the back yard. Note: the fire originated in the rear of the home. It damaged the house and attached structure over the rear patio area. I also caught the rubber mulch on fire, burned the hot tub and damaged a storage shed not attached to the home. The customer mentioned cleaning up the back area previous to all of this but had made zero progress to do so. She also didn't move a derelict vehicle that was somewhat blocking the driveway. This mulch was shoveled, bagged and disposed of in a professional and appropriate manner. This consisted of a crew of multiple people and multiple days as this was a large play area in the back yard. After this had all taken place the homeowner called the office stating that she had emailed us previously, stating that she was terminating our contract. At that time I sent a crew to remove our equipment from the home only to find out that the code to open the home had been changed. I called her at that moment with no answer and sent a text as well stating we were attempting to pick up our equipment. Her reply was that she would let us pick up the equipment later that week on a specific date and timeframe. I made note and scheduled to pickup the equipment as she requested. She had her boyfriend call me to discuss her concerns and I addressed everything he asked about. I stated that even though they no longer required our services that I was happy continue to work with their insurance adjuster on the estimates I had provided. He was thankful and appreciative. The day we arrived to pick up the equipment the customer was extremely unapproachable and unwilling to discuss the billing. Her boyfriend was friendly and spoke with us until she interjected stating "Am I not even here". She was intentionally acting this way and would walk over to her handyman that she had hired to talk and ignore us while we were talking. This made explaining anything impossible. She had her boyfriend email us in which I responded. She responded with another email threatening us with slander and a lawsuit. She also had St Clair County Sherriff call us to tell us to not come to the property directly after explaining that she only wanted us there on the said date and time. She was angry and harassing us in any way possible. She stated that she didn't have a problem with the work we performed, she had a problem with our work ethics. She also provided us with partial payment. This is the only time we collected payment as there was no initial amount collected prior to beginning work to expedite the electrical repairs. The remaining repairs would have required money down to begin as we do with any job. This would have only happened after the insurance company agreed to these repairs. 

  Note: We would not have been able to replace the roof, electrical, hvac and the remaining repairs with the available funds. She was indecisive on the repairs and requested the repairs in whole as they should be and then change her mind. For example the roof and soffit. She asked to replace it all and then said maybe just patch it. I followed the insurance companies directions as she requested. The work performed was per was necessary due to the loss. The work was billed using xactimate, the same software the insurance company uses to provide estimates. She stated that she didn't have a problem with the work we performed, she had a problem with our work ethics. The removal of product listed on the invoice is only the demo line. she was not charged for disposal as that would have been put in the dumpster that was provided in the original estimate. She also mentioned that we charged for removal of a curtain/curtain rod that she said wasn't there. The curtain/curtain rod was over the closet door as the closet no longer had a standard closet door. 

  Thank you, 

  *********************, President

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