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  Thomasville Restoration, LLC

  2904 Mountain Rd STE B Pasadena, MD 21122-2057

  
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  Thomasville Restoration, LLC

  1611 Knecht Ave Halethorpe, MD 21227-1509

  

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:11/12/2024

  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.

  Good morning, my name is ****** ******** and I have a few concerns about the reconstruction of my home with Thomasville. I’m not happy with production and I feel my need were not getting met. 9/15/24 was the start of mitigation and reconstruction of my home . They dried everything out from the water leak and tore up floors in my kitchen, basement bathroom and ripped out some cabinets. From that point on they lack communication and consideration for my living conditions with all of my things being displaced . I had to constantly call and check in to see when the Reconstruction will start, and I was always getting the runaround. I kept reaching out to my insurance company, letting them know that I didn’t think that this was a good fit for me because they did not communicate well , and they always gave me the runaround . However, when it was time for Reconstruction, they did everything and anything to give me the sign with them and pay the thousand dollar deductible. They did dry wall work in the basement and didn’t put the phone line back in the wall, painted the bathroom and didn’t take the plates off the wall socket and in the kitchen the counter top has a big gap in between the backsplash and the counter. The quality of work I have received and the work ethic being put forward not there after I paid my deductible. The project manager assigned to me brushes everything off and make excuses for the careless mistakes being made. They only came out 3 The first week of them coming out it was red flags did work one day and the next day nobody came out and it was told to me they car broke down ??I feel like we don’t have the same vision when it comes to the quality of work and my expectations. They have full access to my home and the work is still being dragged out. 3 day only one guy showed up to do some painting. Eugen has yet to make me feel comfortable with after telling me that this was going to be quality work and took my money. I want my money back

  

  Business Response

  Date: 11/13/2024

  Ms. ********,
  
  On behalf of Thomasville Restoration, I want to extend our apologies for your experience with your reconstruction project.
  
  From my understanding, you are concerned with the phone line, wall sockets not being taken off for painting, a gap in the countertop, missing an appointment and only one person on site for painting the kitchen. We sincerely regret this misfortunate communication error and apologize for the inconvenience this has caused.
  
  At Thomasville Restoration, one of our company’s core values is Communication and we have failed to provide you excellent communication. Since Eugene is under my supervision, I want to personally apologize for the mistake.
  
  I have provided the timeline for the scheduling of repairs below:
  The mitigation was completed on 10/11/24. We had a preliminary, unapproved reconstruction estimate written on 10/10/24. This estimate was uploaded to the insurance company and approved on 10/24/24. During the time we were waiting on approval of the estimate, we were attempting confirmation of the kitchen cabinet replacement per your request.
  On 10/25/24, your job went into production and a project concierge was assigned. Eugene then reached out you on the same day and left a voicemail message to schedule the initial walk through.  We scheduled a walk-through on 10/29/24 at 5:30PM.
  On 10/30/24, we dropped of samples to you to review and followed up on the selections on 11/4/24.
  We received the deductible payment on 11/6/24. Once received, we began reconstruction services.
  
  I have spoken to Eugene regarding your concerns and have the following updates for you:
  Countertop – The existing countertop is currently being braced while we waited for the cabinet selection as well as the installation. Once the cabinets could be installed, the countertop would be detached and reset. This would then correct the gap in the countertop.
  Phone line – this was missed by the drywall crew as it was in the closet. This can be installed by cutting the drywall and fishing the phone line through.
  Wall outlets – We have phones showing the outlets removed and the paint on the outlets were a pre-existing condition. I have attached the photos for you here.
  Crew missing appointment – The crew did in fact have car trouble. We were unable to “call them an uber” as they would not have been able to bring all the tools needed for your repairs. This was a misfortunate event and I apologize for any inconvenience it may have caused.
  Only one person for painting – Yes, only one person was sent to begin the painting of the kitchen as the task can be managed by a single individual. This also helps streamline the process and ensures that the work is being done efficiently.
  
  It seems there was a misunderstanding regarding the scheduled appointment. We had planned to address your questions and concerns on 11/11/24 at 10:30 AM. However, when Eugene arrived, no one was available to answer the door, and the painter had already left at your request.
  
  We understand that you would like to use another contractor at this time. We will proceed with revising the estimate to reflect only the work that has been completed. If you have any questions, please feel free to let us know.
  
  Thank you,
  

  Carrie J************

  Head of Production

  Thomasville Restoration

  
  

  Customer Answer

  Date: 11/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: it’s some truth to this response but not all. I have been waiting on the reconstruction part of my home for over a month now. In the two weeks of having a project manager he never came to me with a layout on how we were going to complete this project. I kept asking for ideas and other alternatives to the picture on his phone he showed me of some stuff he did on our first meet he had nothing but one door of a cabinet. I feel like I had to force him to give me more to go off of. He just wanted me to agree to a contract and pay the deductible being kinda pushy. He the agreed to bring some stuff pass which he did and dropped it off and because he had to take his daughter out to eat and spend time with her is what he told me …we never went over anything. He dropped off a white and gray cabinet and one gray laminate floor piece and four pieces of tile…. And i haven’t seen him since the first day the ppl started working on the house… as a project manager I thought they come and over see things and bring your ideas to life, give you play by play of what they have set up to happen and I got none of that… and mediocre work I don’t believe this work is satisfactory compared to other work I have seen and I no people personally that do that work. Careless mistakes from professional is unacceptable and if someone else has to come in and do this work over to fix things that supposedly already been done is unacceptable. Now we have to pay twice probably for something that has already been paid for. As for Eugene coming out I checked the camera and I seen he did come pass at 11 but he didn’t call to let me no he was out side I could have came to meet with him I was there just didn’t hear a knock at the door or the bell ringing. I feel I been more then patient with them and it’s one thing after another. The only thing that was done right was the drywall… and this is only in regards to reconstruction… I want a print out on what I was charged for 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 11/18/2024

  Ms. ********,
  
  I appreciate you sharing your concerns in such detail. It's clear that this situation has been frustrating and disappointing for you. I completely understand your expectations regarding the role of a project manager and the level of communication and oversight you anticipated during the reconstruction process.
  
  We received the mitigation loss on 9/24/24. You had requested we give you a call after you finished your work day at 4:30PM. We were then informed that the source was getting fixed on 9/27/24 and that we were unable to perform mitigation services until after hours due to your work schedule. We are unable to perform mitigation services unless the source of the loss has been repaired. There are several reasons for this:
  
  If the source of the loss (e.g., a leak) is not repaired, any mitigation efforts may be rendered ineffective. For instance, even if you dry out a water-damaged area, continued water intrusion can lead to recurring issues such as mold growth or structural degradation.
  Insurance and Liability - Many insurance policies require that the source of the loss be addressed to avoid superseding issues, ensuring that claims are valid and the mitigation work is covered.
  Performing mitigation without repairing the source can lead to unnecessary expense and labor, as the same area may need to be addressed multiple times.
  
  The request for performing the work after hours also needed to be approved by your insurance company, insurance policies have specific guidelines about when and how work can be conducted, especially if it involves alterations or construction outside of regular hours. The need to secure this approval can delay progress if there is a lack of clarity or responsiveness from the insurance provider. It can create a bottleneck where work cannot proceed until all necessary approvals are obtained. We obtained approval to do the mitigation work after hours on 10/1/24. We then started mitigation services on 10/2/24.
  
  We then needed to require additional approval for demo that was needed. We received that approval on 10/3/24 and scheduled for the next available afterhours appointment on 10/8/24. Following that appointment, we scheduled the equipment to be removed on 10/11/24. The reconstruction timeline then picks up here, as we have a preliminary reconstruction estimate written on 10/10/24.
  
  Should we have been able to walk the loss with you, we would have been able to address your concerns. Prior to the end of completion of the reconstruction project, we would have walked through with you again and completed a final punch list. A final punch list is a comprehensive document created at the end of a construction project, outlining the remaining tasks or deficiencies that need to be addressed before the project can be considered fully completed and acceptable for handover to the owner. It typically includes items that do not meet the project specifications, minor repairs, clean-up tasks, and any final adjustments that are needed.
  
  I understand that you want clarity on the charges. The revised estimate has been completed and sent to the insurance company to review. Once approved, a copy will be provided to you.
  
  Carrie J************        

  Head of Production, Thomasville Restoration

  
  

  Customer Answer

  Date: 11/22/2024

  This was my response it didn’t go through 
  
  Complaint: ********
  
  I am rejecting this response because: Mitigation services is not why i have an issue my problem is with the reconstruction portion of the job. They gave authorization for all after hour jobs and we got that portion of it done. The problem was lack of communication, Eugene the project manager that you set up for me, the workers that had full access to my home for more then a week and came only 3 times and the the quality of work that has been delivered thus far. I did not enjoy the pushback on everything I was suggesting to him always trying to get a up charge on everything to make more money for your company and not having the layout of what we were doing just not being prepared. I feel like as a project manager he should’ve been overseen the whole project there every day monitoring the work that’s being performed making sure that things were going accordingly having a vision for the customer and then executing it. I didn’t get that from Thomasville. All I got was excuses, barely receive communication and this is the most information I got about the project in two months from you all responding to the Better Business Bureau and all I wanted as a customer was communication and to get the work done in my house and I have to live and my house like this . I don’t want no apologies. I want my house fixed. it’s been hell on earth working with this company.
  
  
  Sincerely,
  
  
  ****** ********