Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aaction was hired to perform mitigation and restoration. Mitigation commenced on 4/05; satisfactorily completed 4/12. Have been trying to get a timeline for restoration completion for 3 months.. PM Wilhide refuses. He has been rude and disrespectful; needing to be told on multiple occasions to lower the tone and level of his voice. He has been unresponsive to several requests for information and addressing the issue of workers leaving door open and cat getting out. His text to my wife was rude and disrespectful. Unacceptable. ********** Insurance has had two conversations with the company about suboptimal service, rude treatment, and not sending required supplementals. When the supplementals' failure was finally identified, I requested to Matt that going forward I need a timeline agreed to in writing given all the difficulties encountered to this point. He said "absolutely." When I brought that to the attention of Wilhide he got aggressive, shouting that Matt has "nothing to do with it; he is not PM. I am." (Conversation witnessed) This job is largely unfinished after 3 months and I have been unable to receive an agreed-upon schedule to minimize lifestyle-disruption and reduce the costs of ALE to the insurance company. ********** noted that I should be entitled to that---AAction is an approved provider. Oriental rugs remain left on screened porch for 3 months, major mess-up with bath vanities means replacement is now about 3 months out. Workers showed up on Thursday without notification time of arrival. While some minor work has been done the project has been significantly off track, PM unwilling to accept any responsibility or address in a professional manner our concerns. Service not customer-focused. ********** noted the experience of another customer in a different state with the same company was very efficient and customer-focused. They have apologized to me for the treatment we have received. ********** can confirm the truthfulness of this narrative.

  

  Business Response

  Date: 07/18/2023

  We sincerely apologize for any inconvenience or frustration you may have experienced during this process, and we want to assure you that we are committed to completing the repairs to your utmost satisfaction.
  After a thorough assessment and discussion with all parties involved, we have developed a comprehensive proposed plan to address the remaining repairs with the owner of our company overseeing.

   

  The proposed timeline is as follows:
  Week of 07/17 thru 07/21 - Master Bath Floor Tile Install: Our skilled team will focus on installing the floor tiles in your master bathroom during this period.
  Monday & Tuesday 07/24 & 07/25 - Pack Out: The pack-out process is scheduled to commence on these dates.
  Monday 07/24 - Field Measure for Shower Threshold and Transom: Our team will conduct a field measure to ensure precise fitting for the shower threshold and transom.
  Thursday 07/27 & Friday 07/28 - Install Shower Threshold and Transom: We have scheduled the installation of the shower threshold and transom for these dates.
  Wed. 07/26 thru 07/31 - Paint, Patch, and Trim: Our skilled team will focus on painting, patching, and installing trim during this time frame.
  Week of 07/24 thru 07/28 - Removal of Existing Railing: We will proceed with removing the existing railing during this week.
  08/01 thru 08/07 - Sand and Finish: The sanding and finishing process is scheduled to take place between these dates.
  08/14 thru 08/18 - Pack Back of Contents: After completing the repairs, we will carefully pack back your contents during this week.
  08/21 thru 08/25 - Install New Railing: The installation of the new railing is tentatively scheduled for this period.
  08/28 thru 08/31 - Punch Out Items: Any remaining punch-out items, such as staining the railing and trimming out the bathroom, are scheduled for this time frame.
  Please note that the proposed timeline involves coordination with several different parties, and there may be unforeseen scheduling conflicts that could potentially cause slight adjustments to the dates. We assure you that we will do our utmost to minimize any such disruptions and keep you informed throughout the process.

  
  Regarding the vanities, we understand that there is currently no resolution in place, as it is pending the decision of the adjuster. As soon as a resolution is determined, we will promptly update the timeline and incorporate the necessary repairs.
  Once again, we apologize for any delays or inconveniences you have encountered, and we appreciate your patience and understanding. Our goal is to provide you with the best possible service and ensure that your property is restored to its pre-loss condition. If you have any further concerns or questions, please do not hesitate to contact us directly.

  
  Thank you for giving us the opportunity to address your concerns, and we look forward to completing the repairs to your satisfaction.

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Invoice grossly inaccurate, padded, doubledipping, doesnt comply w/ insurance co's itemized list or contract. Little effort to correct. Owner = false claims in person, phone, emails. Worse, wrongly removed drywall = replace costly. Even w/ issues & 8K over Ins, I pd 12K 11-3, 20days after rec'd invoice. At home 10-19 my Ins. co assisted me. Overpayment, compensation for repairs, damages, $3.7K+. Contract 5-11 "to complete emergency repairs for damages caused by fire 04/01/2022." & "emergency service". 5-11 Matt his adjuster text "will use ********* system of billing" "will coordinate all work based on policy coverage". They did not. See my details marking mistakes overcharges falsities. Emails w requests + memorializing events. Pics show false claims. BBB has cc's emails. Co worked few days wk of 5-11 & few the nxt. Then disappeared. Problems began. Returned 9-13 removed sm amnt drywall missed in May. Emergency time passed. Invoice riddled w/ mistakes, so it's difficult to believe anything. I request proof of services, one cannot see. Pics are business standard. Billed for items NOT performed, rooms they did NOT service, Ins did not authorize. Not performed to ********* or bus. standards: Air scrubber 4 mo's late, 9-13. Emergency passed. "Guide to Airscrubbing". Fog befor removed moldy cabinets. Living Rm floor, steps need Anti-microbial. Moldy drywall, insulation at HVAC. Sept ran out of anti-microbial. I called for tasks, most impt Remove MOLDY cabinets, egregiously set at clean wall, 42" air duct return, alarming oversight. Problems w/ competency, etc, refusing to correct invoice, yet demands payment, begs question if preformed work correctly or at all? Demanded I meet 12-27 to "walk the job" explain invoice, only demanded $! I met under false pretenses. Illegally held key. Friend witnessed. Memorialized 12-28 BBB email. ill-advertising web, RIA logo. CEO, "membership lapsed". Threatened to call atty. Argumentative. Oct harassing calls for $, I asked him to stop

  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 11, 2023/01/09) */ We understand that this has been a difficult time for you, and we have made every effort to communicate with you throughout the process, despite the challenges we have faced. As you may recall, we were one of the few contractors willing to take on the job, and we worked diligently to complete most of the work within the first week. We explained to you that the remaining work could not be completed until power was restored to the home, and you were aware of this requirement. Unfortunately, it took you over two and a half months for power to be restored, during which time we followed up with you multiple times to determine when we could finalize the cleaning. We have text message proof of our employees following up with you multiple times. Once power was restored, we completed the final work that was needed and followed proper protocols, including running an air scrubber while we fogged and cleaned the home. We explained to you that this is standard practice in our profession. Our contract is with you, not the insurance company, and we have made every effort to work with you and the insurance adjuster to finalize the estimate for the work performed. We understand that you have disputed some of the items on the estimate, and we have provided photo proof of the work completed. Please note that photo proof is not required, as you were aware of the work that was completed and acknowledged it. We completed all of the work, which was thousands of dollars' worth, without being paid. When it came time to us being paid, we requested that you meet us on site to go over the estimate, but that request was denied by you on multiple occasions. Finally, on December 27th, we met on site to go over the estimate, but you were extremely hostile, unprofessional, and continually rehashed issues that had been addressed months ago. Despite our efforts to resolve this matter cordially, the extreme hostility from your side has made it necessary for us to take legal action. We have been in business for over 27 years and are a preferred vendor for every major insurance company in the nation. We strive to provide excellence to all of our customers and feel that the work we performed on your home was adequate and to standard. We hope to resolve this matter as quickly as possible. Consumer Response /* (3000, 16, 2023/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree w/ most of Aactions response. Your claims don't match my facts. I will detail why & attach more supporting docs & pics today. To be clear Aaction has not attached any supporting pics or docs here to substantiate their claims. I have kept all texts & emails. I have memorialized communications. I have 1000's of pics of my home. I understand that BBB will cont. to accept more of my docs & pics. Little communication from you. Send docs to support your communicat'ns. I was always calling u to see where you were, why you hadn't showed up on scheduled days. Pls send substantiating docs to prove that you were "one of the few contractors willing to take on the job". You didnt work diligently the 1st wk to complete job. You came 2 days to remove drywall the 1st wk, of 5-8. You began drywall Thurs 5-12 (see text) & Fri 5-13. (Contract signed 5-11) Following wk, of 5-15, you did not return to work for 3 days. See text 5-19 Thurs 9:01 AM, "There hasn't been any work in my home for a few days.". You worked on & off till mid-June. Then disappeared. Send supporting pics w dates to prove claim, almost "completing" the job in 1st wk. See my pic 5-12 that drywall removed front bedroom, part stair & hall walls w not much rigid insulation. And pic, nothing in back bedroom. How could you have possibly almost completed job in 2 days? You were there on & off for 4 wks. You have 176 items on invoice. See facts regarding electricity fiasco & Aactions delays. Aaction was to restore power to my home. I was assured that verbally & texts. In my text 5-19 I ask, "How long till power would be restored?" Response, "I am working on getting an electrician on property to get power restored. Or Arleast temporary power" See complete texts provided, "When will you install dehumidifiers & fans?" Response, "Equipment will not go in until we restore power & complete demo." You promised to restore power but did not. See text 5-19, asked, "How long till power is restored? Would you be able to use a generator in meantime?" Response, "We can use a generator for tools but not equipment." You never restored any power.You failed to run the dehumidifiers & fans, as promised. You failed to preform basic emergency mitigation in a timely manner per contract & business standards, not returning till Sept 13. You created substantial delays by only showing up 2-3 days/wk. July I, you had not been to my property for 2wks when I called asking of your absence. 6-12 may have been the last day of work til Sept. See 6-12 pic, foyer & living rm studs. You apologized; your guy should have called regarding elect. You had stopped work for wks yet no one called me. I called you. You ask me to call Elect co to turn on power. See email 7-1 memorializing ur absence & concern for delays & elect issue. You sat on this 2-3 wks. From 5-4 initial visit it had been 2 mo's delay before you asked me to call elect co. On 5-4 visit to see scope of work. You had ins, co's rebuild est. w elect. needs & coverage. Many delays espc'ly regarding electric power. You said, you would restore power. You didn't & sat on it for wks. If Aaction had no ability to restore power to my home as promised & delayed addressing issue 2 mo's after your initial visit, why would you take on this water emergency mitigation job in the first place? The dehumidifier or fans never ran in May. Once power was restored 8-22, you did not return for another 3 1/2 wks on 9-13. I kept you informed of elect. progress. See text 8-12 alerting you to date (8-22) power would be restored. Text 8-19 I personally capped all exposed elect wires up & downstairs in prep for 8-22. Another text 8-22 electricity was on. Yet, you did not return for another 3 1/2 wks. Per ins adjuster & bus. standards, water emergency mitigation period had passed. He said no air scrubbers,machines approved for Sept. Why was I told you would have an electrician retore power to my home? How could a co being "in bus. for 27 yrs" get something so wrong? All delays I feel were caused by your incompetence, poor scheduling, ill communications w/in your own firm. No excuse for not completing job in timely manner by mid-June by latest. By your own admission you had more pressing ins. deadlines You should have been working on elect. the day I signed contract 5-11 if you realy needed it. On Fri 7-1 you said, simply call electric co to turn it on. Wrong, The co requires a lengthy app, involving multi. depts & 3rd-party contractor. Aaction refused to assist w/ app.. See multi texts 7-1 & 7-5 explaining Electc co procedures, asking for your assistance. Yet insist all I have to do is call. Admit unfamiliar w elect. load. Elect co took 5 wks + 2 wk prior wrong infp = 7wks. Not 2 1/2 mo's. Send proof of 2 1/2 mo's. Any Either way 7 or 10 wks it reflects badly on you for delays, not managing project. It's odd, having been in bus. "over 27 yrs" you did not address elect needs sooner or have knowledge of electric. co's procedures to restore power to a home. Send pic w date you fogged as proof required since so much is in question. (Many questions unanswered, most obvious mistakes on invoice not removed. At this point it begs the question, what can be believed?) Fogging needs to be re-done since moldy cabinets were not removed till July. You promised to refog & schedule to meet then, see text 7-1. Promised again, to refog Sept, see text 9-12 @ 4:01. Neither happened. Uncertain if fogged 1st time though you charged for it. See Item #1 fog $420,26, #72 fog $373.30. I'll need compensated to re-fog, as you admitted not once but twice that it needed to be done. The ins. adjuster did not approve of many of your items totaling, quite noticeably about $8K above the approved amnt. He & I agree that meeting at my home would not change what he approved. You had ample time to send emails w/ supporting docs. Yet I opened my home 12-27 so you could walk the job & explain invoice. While there, you refused. In past 9 mo's you still refuse to provide supporting pics & docs. I can only acknowledge that some of the work was done and seems to be correct. But there remains so much in question, and you have yet to show any proof either to me or BBB. You have showed very little cooperation in the recent 3.5 moths to explain your work or correct invoice. This predicament exists because of errors in your work, scheduling, bookkeeping, invoicing. You cont to refuse to remove even the most brazenly wrong items from your invoice, which I and the ins co have detailed many times. My friend witnessed our 12-27 meeting. I was not hostile. I will follow up with her statement regarding that day. I came prepared, open to learn about your invoice. As demonstrated in my complaint & docs, emails, I am organized & thorough, detailed oriented. And I have been patient, given you mo's to finish your work & mo's to send me a report. Please note that even if I was "hostile", it does not preclude or limit you from furnishing pics & docs to substantiate your claims nor from making the necessary corrections to your invoice. See below docs supporting my initial claim, items to be removed; See Ins co email to you & I dated 12-15 Walk-in closet wall not approved for removed. Aaction's doc submitted shows no damage to walls. See complaint docs listing details, requesting $ for damages. Same co email 12-15 Remove all double-dipping wall stud cleaning on invoice. Only count stud wall in one room. You cant claim that same wall in the adjacent room. Remove all double charges. See Xactimate def' the ins co provides in this email. Having been in bus. 27 yrs you should know this basic rule not to double charge. See email 12-15. Remove wall cleaning, ins co says is not dirty. Remove all wall cleaning charges not approved or not preformed. See email 12-15. HEPA vacuum. Remove as this is also double-dipping, since you scrubbed the studs. See ins co email dated 5-12 giving you permission to remove the Washer-Dryer as it was labeled unsalvageable. Therefore you did not need to cover w plastic. Remove fee. Please respond to my requests in my complaint. And new claims here, like refogging costs above. Pls send refund for overpayment & reimbursements for damages as listed in docs in complaint. I'll send add'll est for work was not done properly to be performed by another like removing all nails from studs part of items, "tear out drywall". And respraying anti-microbial on living rm floor & foyer once properly cleaned. See text 7-5 asking to clean off caked-on insulation, pic in original complaint. Remove charge as it was not cleaned. I have docs substantiate my claims. If you had facts & docs, you would have furnished them to me & BBB. It's been 2 mo's since I paid you. Delay no further. What I see as unsubstantiated chatter will not change facts. Hiring an atty will not change facts Pls take complaint seriously, review supporting docs, work w BBB. In need to post my rebuttal quickly, I'll post docs later today.

• Initial Complaint

  Date:06/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I previously used Aaction Home Repair in 2019 to replace siding on one side of my house. In June of 2021, I again went to the same company to do the other side. My email date of the contract is 6/14/2021. In August of 2021, I received a phone call stating there would be additional charges for the siding. I was also told that the company could not find the same type of siding that was used previously and that they were still looking. I was told an email would be sent with the updated figures. In September 2021, I received an email stating that they hadn't sent over the email since the phone call last month. Attached was the new listed figures. I did receive a phone call asking if I was still interested in getting the siding, but I have not had the job done and I put down a deposit of $1200. Three weeks ago I started calling the company asking for my deposit back. Every time I call, I get a person who states they will forward the message and the manager/supervisor will call me back. I called three times the first week, two times the second week, and once this week. I'm still waiting for someone to call me or just give me my deposit back. Thank you.

  

  Business Response

  Date: 07/13/2022

  Business Response /* (1000, 5, 2022/06/29) */ Our company received your signed contract on 6/18/2021 and received your deposit on 6/21/2021. In July, we had our estimator prepare a change order for the furing strips and installation. We then had Aaron reach out to you in August to advise you that there would be an additional cost for the fan fold insulation. We then attempted to follow up on the change order that was needed in order to proceed with any repairs throughout September, October, November and December. The change order had been resent to your email address many times in hopes of receiving your signature as well. When we exhausted our options, we marked your file as 'Unresponsive' and turned in the folder for closure as we could not proceed. We then received your phone call in June of this year requesting a refund of your deposit. Per the signed agreement between yourself and our company, there is a 33% fee of the total contract amount for cancellations outside of the 5-7 rescind period listed on the contract. Consumer Response /* (3000, 7, 2022/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like the BBB to act as an arbitrator in this matter. I do not accept the response from the business. I have always wanted to have the job done that's why I have waited for them to comply. I have taken into consideration that Covid was playing a part also. I keep all of my email correspondence and only have received two . I received more phone calls regarding the length of time it was taking them to start. The additional cost was not a deterrent either. The company waited from June to September from the first email to the second. I was waiting for the job to start and after a year I asked for a refund of my deposit.