ComplaintsforAmerican Restoration Group, Inc.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had been suggested by my insurance company to hire them for some property damage done by some weather. I was very happy in the beginning, but over time their poor customer service skills and overall interactions with myself as a customer is concerning. They are highly unprofessional, did not invoice me properly do not want to address my concerns when confronted directly. They are avoiding many concerns and will not acknowledge them. I asked for proof that things were done in order to dispute a charge that I believe is incorrect. They are demanding to appear to my home to collect payment, and that does not feel professional, correct, safe and feels illegitimate. I am willing to pay for any costs for services and repairs made, I have asked for them to just explain things break them down and provide me with some proof that this was done. Even though I am very confident certain things were not done to the property. I do not feel that they are conducting an honest business, and am now concerns about the proper measures to ensure things were done correctly.

  Customer response

  01/24/2023

   
  Complaint: 18659727
  
  I am rejecting this response because: I could not receive a formal response, they were unwilling to speak on any process of removal of anything listed when asked. I had two people home inside the resident, in which one spoke with a roofer to laborer who worked on the job who confirmed they would not be touching anything related to the gutters including the removal because they were not licensed, certified and/or did not have knowledge of how to remove and replace gutters. They then went on to explain that someone else from the company would be out, additionally they also advised that they would be working around the gutters. Therefore no gutters were removed. while I am desperate for this to come to a conclusion and to have a resolution, no one should have to pay for services that were not completed, or performed. Additionally I would like to add they never complied with my request to produce any further information, documentation, photographs, videos or otherwise evidence to support their reasonings behind the charges. They did take photos of the property, as they posted two photos of my property, in which I had requested that they remove from any of their websites and public access due a privacy concerns in which they did kindly comply. Future I have video footage of them photographing the property, and was forward via text message a few photos of some additional damage that was unknown prior to conducting the roofing. It is strongly suggested, that they do have photos to support their claim for the removal of the gutters. Should they supply those photos to support their claim, I would gladly remit full payment that they are charging for because that would also mean they did their due diligence and performed that task and should be rewarded accordingly. I did decline a phone conversation from someone in the company because that person took it upon themselves to not contact me, but someone else who then was given the responsibility to relay that message. The communication within the company was not up to par, unfortunately, and I do believe things are better in writing for everyone to reflect upon for their own records. 
  

  I appreciate their response, however I have to politely decline until that documentation, photographs, video, etc., can be produced to support those line items.
   
  Sincerely,

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

  

  Business response

  01/27/2023

  In response to ********************* rejection of our response:
  
  I have no idea what she is referring to in regards to our roofers stating they would not touch the gutters because they have no knowledge of how to remove gutters.  This is absolutely something that we would not say.  We have to detach & reset gutters all the time in order to replace the gutter apron.
  
  ****************** is looking for a photo showing the gutters detached.  Our roofers take before and after photos of the roof and they take photos of any damaged plywood that is discovered after tear off.  The damaged plywood we discovered was communicated to ****************** and photos along with a change order was sent to her which was signed.  I do not have a photo that shows the brackets unattached.  I was more than willing to send someone to her home to take a photo that shows new gutter apron installed, however, I received an email from her on December 29th at 5:10 pm stating NO ONE FROM AMERICAN RESTORATION GROUP OR ANY OF ITS AFFILIATES ARE AUTHORIZED ON MY PROPERTY LOCATED AT *******************************************, ** 60459. 
  
  I provided you with a photo of her home before we did the repair that shows the gutter brackets attached on top of the gutter apron.  ********************* paid to replace the gutter apron.  (See line item #** in the insurance summary previously sent).  I am attaching a copy of our material invoice that shows we purchased gutter apron.  I am also attaching a photo which shows gutter apron loaded on the roof and another picture that shows a section of the old gutter apron removed.  In order to replace the gutter apron, we had to detach the gutters.  (See line item #** in the insurance summary previously sent).  ********************* included this in their scope because it was necessary to detach & reset the gutters in order to install the gutter apron.  ********************* has already submitted payment for this work to *************************** to have this work completed.  Since we completed the work, we need to receive compensation for it. 
  
  At this time, there is a balance due for the work completed in the amount of $6141.65.  ****************** stated in her rejection that she would gladly remit payment for work completed.  It appears that her dispute is for the charge for detach & reset of the gutters (line item #**) which is $972.66.   Im not sure what her justification is for not paying the undisputed amount of $5168.99.  This was due upon completion and is now 49 DAYS PAST DUE.  I am not willing to issue a credit on her account for the $972.66 because that work was completed.  Based on the documentation provided, I am expecting to receive payment for the full balance due of $6141.65 within 7 days. 

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