ComplaintsforRees Restoration, Inc.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had storm damage and submitted a claim to our homeowners insurance. The adjuster recommended Ree's Restoration to put on a new roof, siding, gutters, soffit, coil, fix a broken window, comb fins on heat pump etc. They started working on it the beginning of September. Did decent on the roof. Siding is ok the overhang looks like it was their first time. Coil around the windows was just put directly over the old and looks pretty wonky large gaps, caulking is terrible. None of their workers speak English so that made communicating with them pretty much impossible. The covered rotten wood rather than replacing it. I'm talking boards nearly rotted in half, just slap some aluminum over it. My experience with them has been very unsavory. But the main reason I'm filing this complaint is because the window that got broke during the storm is still broken. As stated above they started work the beginning of September it's currently late November and my window is still broken and exposed to the elements. The coils on the heat pump have also not been combed. They were paid to do these things and have not completed the work. I have called their office and personal cell phones and gotten no where. I've commented on the ******** account and left reviews and they get deleted immediately but I never get a solution to the issue. I'm hoping this complaint will get their attention and they will complete the work they were paid to do.

  

  Business response

  11/28/2023

  We are in the process of getting the window measured again and getting this done.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a roof replacement job done with this company in 2021 They promised a 2 year warranty against any defects to the repair job Several months ago some defects appeared for which i have tried to contact the sales rep *********************** repeatedly over the past 6 months , sent emails with no reply , left voicemails with no reply as well as written reviews on their ******** page with no acknowledgement I have sent photos of the issue in question also Initially the sales rep said he would come by to check things but he never came or connected with us. Repeated appointments were scheduled but he has always backed off I would like the company to send someone responsible to fix the problem As is visible in the photos ********* between the roof and the wall is warped and needs to be replaced

  

  Business response

  08/14/2023

  Based on our pre job photos, there was a shutter on the left side of the window in the pictures you have sent that is no longer there. There is also a nail in the flashing that one would assume was used to try and secure the now gone shutter at some point. Was the shutter lost in a wind storm? The damage to the metal looks like wind damage and not a workmanship issue. According to the scope of work, we did not replace the white metal because all metal on the order was bronze. **** said that he had spoken to you about us fixing his problem but that would be at a fee as it wasn't something we did originally.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roof repair. They put on a new roof and water is leaking in my house. Another company came out and sent me a video of the problem. I sent it to **** and they will not come and fix it. It has already cost me $700 for stove repair

  

  Business response

  08/10/2023

  You sent ******* a message yesterday and he is coming out today to assess and see if this has anything to do with the roof or the **** system. Will update this response once he has a chance to check things today.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The last three weeks we have been working with Rees Restoration on roofing gutters and siding and gutter boards everything we have had done they have had to send someone else out to fix the problems I have text them to try to resolve the problems logically had them come out and went to the manager ***************************** he comes to look at things says they are minor fixes we will get them fixed which they sent someone out to put bandaids on everything not to truly fix things and caulk all the other mistakes tore paint off all my windows chipped my window ***** and all I get is that is part of construction not good workmanship at all corners does not come to the top great big gaps chipped away my concrete to get J channel to fit again not their fault but up new porch rails cedar pulling away from my post on porch and wraps it on the corners and gapped dont come together took a gutter piece out of awning still have a hole everyone points the finger to another guys problem put a whole in my trim next to chimney put a piece of different colored metal to cover it up

  

  Business response

  09/02/2022

  The homeowner had brought to our attention issues that were supposedly caused by the installation of the siding.  We met with the homeowner multiple times to do walk throughs and have put together multiple punch lists.  We have went back multiple times to complete the punch lists.  Every time the homeowner has brought an item to our attention we have went back to correct it.  There are also multiple items that the homeowner has wanted address that were not part of the scope of work that has to do with lack of maintenance for years, such as rotten wood. 

  Customer response

  09/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They have came out one time with a punch list and put bandages on things to cover them up and did not fix half the stuff that I pointed out still have gaps big enough for birds to get into my siding put a quarter round to tuck siding instead of putting up a new corner that was cut way to short roof has been on a couple of weeks and got a small wind and roof is coming up already still have a hole in my awning not been fixed which was on punch list so when they say they came out and fixed everything most of it is just covered up or just not even touched put new rails on my porch and has a split down the center as soon as they put it up and said it was a natural crack and can see right through where it comes to be meet my poles 
  
  Regards,
  
  *********************
  

  

  Business response

  09/21/2022

  We met at the customers house last week and generated a list of items. We have had crews out there working to complete. A certificate of completion will be needed when done.  Also, we have not asked for final payment on any of the work that has been completed.

  Customer response

  09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  Just not happy with porch I would like the money back for that gutter boards and want them to fix roof gutter and awning and be done I lost a lot of time at work waiting on them to work on my stuff which is lost wages as well
  
  Regards,
  
  *********************
  

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting over a year for repairs on my house from the May 2021 storm to be done by Rees Restoration. I've been patient and accomodating due to the pandemic impact but I can't do it anymore. I'm done and want my money back. They have not finished the repairs on my home from that storm. They oversold what they would do, oversold their capability, and oversold their experience. It seems that was to only get the job.T he repairs that they have done are faulty and they haven't repaired the sources of leaks from that storm; the roof line isn't straight, rows of shingles have fallen off, they've left exposed nailheads, and caused more storm damage on siding, underpinnings. When I quit hearing from them and the supervisor wasn't showing up, I tried reaching the **** Head of Sales, and boss of the supervisor on my job. Someone who they told me is the ** called. He agreed that the work had been mishandled and place blame on that supervisor. Assured me that things would get correctly repaired. Yet it's still over a year and there's been no service improvement and no resolution with the ** handling it. **** did the repairs on my next-door neighbors' house which got hit at the same time in the same May 2021 storm. None of us understand it why they haven't completed the work on my house correctly and timely. **** failed to fulfill its promise to me in so many ways. They poorly communicate, don't respond, and have abandoned the job multiple times.. I continue to experience them avoiding, prolonging and mishandling my project and now they are trying to invoice me when the work is poor and they know they haven't corrected the issues and fixed the leaks from any of our exchanges. It's just poor business practice and misleading what they've done.

  

  Business response

  08/16/2022

  We did all of the work that we were contracted for per the scope of work provided by the insurance.  The customer did not want us to replace the garage door and a few other smaller items, for which she was credited.  We tried to supplement a few other items, as is standard practice, and the insurance company has not approved them yet.  The homeowner became upset because the additional items she was hoping to be done through insurance were not approved as of this response. The customer complained about a few items, particularly about the ridge vent not looking like her neighbors and it was explained that the houses were different and she had what she was supposed to have. She then complained about the way something looked and we sent people out multiple times to correct only to be told by the customer that she didn't want the work done. We sent her a past due invoice this morning for the work that has been completed.

  Customer response

  08/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Thank you BBB for all your time. I saw that I made some typos in my response and I want to be clear... 

  BBB, Rees Restoration knows that they've intentionally drug their feet on my project for over a year.  

  It's so wrong on so many counts - from bait and switch to the poor quality work, abandonment of the work and difference in treatment and putting pressure on the customer when the work is not done. It's just not acceptable. I tried with them. I've been patient. I can't anymore. 

  The supervisor and GM point fingers at each other and when it is convenient when they think it serves them. I mentioned only one neighbors' home which is the only other job that **** has done besides mine in my neighborhood. Yet **** unfocused as ever, deflecting with irrelevant stuff by mentioning work on other homes that they did not do; those homes that they did not do is irrelevant. I do know another house in a different neighborhood **** did the work; that house plus my next door neighbors' received the same customer treatment from ****. They too experienced the same storm as me and my neighbor last year, **** completed their project in a timely manner. The two other houses didn't experience **** abandoning their project; they both have been enjoying their repairs since last year. My neighbor by the way didn't even get invoice until this year which means that **** gave them time to make sure that the work was to their satisfaction. 

  The facts are Rees has been complicit with all of the bad customer and business practices they've inflicted on me. 

  My house was ****' job to repair correctly and to my satisfaction. They have 50% of the payment and for over a year, I've been exceedingly patient.  I have several follow up messages with the original **** supervisor and GM and I've driven to Greenwood over this period of trying to get my house completed right. The supervisor, GM, and their workers have repeatedly canceled and not shown up on the day they were to be at my house working on repairs. They had both outside and inside work to do. With the inclimate weather and sources of leaks already, I focused them on the outside work first. They have yet to complete that! During the winter, they could have completed the inside work but they were complete no shows on that;  didn't hear from them no matter how many times I called and asked - they abandoned the work! 

  They've continually demonstrated that they don't care about me or my project and have put my home at risk and me in a worst position. Here we are about to go into winter 2022 and they are still not showing up. I've been left with damage on top of damage and the same sources of unrepaired leaks, poor quality of work,  unfinished work, and bad treatment for far too long. 

  They did not let these issues build, pile up with their other customers. I'm sure if they had BBB, those customers would have reached out to you for help as well. 

  Thank you again BBB for your time and guidance. 

  
  They are not telling the truth. I have been waiting a year; my roof and source of leaks still not fixed. I have given them multiple chances to resolve the poor /shoddy work  this party mentioned (re: my original statement) and work that they abandoned on the project. They've been intentionally cherry picking what jobs they want to do and then not doing it well and intentionally dragging out the timeline with no intentions of completing the job especially not correctly and to my satisfaction. They are now pressuring me to pay an invoice for the poor work on my roof and then saying oh the rest is minor and they will come back though follow through has not been what they've cared about with my job. They finished my next door neighbors job correctly and in a timely manner and as issues surfaced, returned each time willing to correct the issues to their satisfaction. They tried to convinced me that the other neighbors roof was like mine; first their shingles were not falling off and Rees Restoration didn't do those jobs. As for that section, ****' own workers admitted that the roof install wasn't correct, the reason the shingles wouldn't seal, and then incorrectly fix it. they wouldn't have to come out their multiple times if they did the work correctly instead of blowing me off.  I've had multiple other industry experts assess what **** has done and not done and all the issues all should have been fixed by **** by now just like they did with my neighbor. They have 50% of the payment. Didn't even invoice my neighbor and didn't receive payment from my neighbor until my neighbor was satisfied with all the work.  This difference in treatment is just obvious and ridiculous! 

  Regards,
  

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

  
  

  

  Business response

  08/17/2022

  We have sent someone out multiple times to resolve the issues that the customer is stating she has only to be told to not do what was asked.  We have the documentation of what we were contracted for, of which we did all of it other than a few items that the homeowner did not want done. The homeowner kept that money from the insurance claim to do with it as she saw fit. All we are asking for is payment for work that was performed per the insurance scope and the contract. We are still waiting on approval for the additional items from insurance that the customer asked us to supplement for. We will not be performing any work for the supplemented items if approved. The customer can make arrangements to get those items completed if she would like to.

  Customer response

  08/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  **** - We have sent someone out multiple times to resolve the issues that the customer is stating she has only to be told to not do what was asked.  We have the documentation of what we were contracted for, of which we did all of it other than a few items that the homeowner did not want done.

  
  *Customer - By your account ****, your only value is just slapping a roof on and walking away.I have the* documentation also and you sent lemons to my house.  

  
  *CustomerYour operating mode is bait and switch, cut and run, deflect and discount what I have let you know about for over a year as unfinished, unacceptable and not correctly repaired.   
  

  *Customer- As for your work on the other side of my house, Im still contending with the leaks above my master bedroom. That repair was also your responsibility **** to fix when replacing a roof. That is the point of replacing the roof/  Your repairs on that area and the opposite area with my garage and roof - poor work and negligent all the same.  
  

  *Customer-- I've given you this feedback over and over. But instead of taking responsibility and doing the repair up to par, you guys just kept blowing me off.  Youve been complicit with with all of it.
  

  *Customer-- Showed you  the falling shingles; supervisor said thats not your shingle. Again just deflecting b/c he didnt care. He was headed to a party for **** given by ******* when I contacted him a second time for the falling shingles. Excuses for you not showing up,from that to not having the gas to everything else, you put my project on the backburner too many times to count. When he arrived, he bragged **** is in the top 5 sales with Corning and you got incentivized for that. He didnt repair those shingles. He admitted that the ones on the ground were my shingle and he pushed the ones hanging up. Got down and they fell again.
  

  ****- The homeowner kept that money from the insurance claim to do with it as she saw fit. 
  

  *Customer - As I see fit is paying a contractor who has integrity, wont be negligent with my work, gets good leadership and teams on my project, appreciates having my work, and respectfully treats me like a worthy customer like they do their other customers - and finishes all my work up to par with no leaks and to my satisfaction.  
  

  ****- All we are asking for is payment for work that was performed per the insurance scope and the contract.
  
  *Customer No payment b/c what youre asking for is payment for shoddy and unfinished work and work not to my satisfaction. And you did that underhanded as well. You know you have shoddy work here that youve left me with and claimed you were coming back to repair. Youve demonstrated that youre not. I still have the unfinished work and leaks to prove that.   
  

  *Customer - How much time do you need for minor work as you call it. Based on my neighbors experience you dont need much b/c they have been enjoying the repairs you did on their homes since last year and you didnt invoice them until you completed all their repairs and to their satisfaction including repairs for shoddy work that they found after you put the roof on and came back and redo. Me well youre still not done. You've been careless with my home for over a year.
  

  ****- We are still waiting on approval for the additional items from insurance that the customer asked us to supplement for. We will not be performing any work for the supplemented items if approved. The customer can make arrangements to get those items completed if she would like to.
  

  *Customer You ve mismanaged and disregarded my project. Makes no sense you worked on a house next to mine that got hit by last years storm the same time as mine and you still got me hanging out here.  

  *Customer - Absolutely, Im getting another party to redo your mess, fix what you didnt and finish the work that you didnt.  

  Regards,
  
  ***************************

  
  

  

  Business response

  09/09/2022

  Our position has not changed on this. Please see first response.

  Customer response

  09/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. **** has forfeited the job multiple times and even in their response they've made it clear that they've forfeited the job and the repairs on the shoddy work that they've done and that they had no plans to come back.

  All of this has been a recurring pattern of theirs.   
  

  My response still stands. 
  

   

  
  
  

   

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩