ComplaintsforPaul Davis Restoration Of Southeast St. Louis

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am calling for my daughter, *******. She had a tree fall on her house in Feb. 2020. It damaged the roof and they had to do work on the inside. A little over a year ago the roof started leaking. Everything was covered through the insurance company and I paid some out of pocket. He will not come back to look at and repair the roof. ****, the recon manager, came to look at it. He is the recon manager. I spoke to him and he said they put on a California roof. He said he would get back with me but he didn&#**;t get back with me. Finally when I talked to the office, they said they didn&#**;t receive the last payment for work done and wrote it off in Dec. 2020 for $2230.75 because he never received the check. I went to the bank and asked them to run a trace on the cashier&#**;s check and found out it was cashed at ************. He said it was not under warranty. My daughter said the roof was leaking last night. I contacted them for her 4 weeks ago and they said they would get back with me. They were going to check and see the difference of what I would have to pay. We have documentation from American Family. At the time **** came out, he saw a real big spot in front of the house and it was seeping underneath the board and the roof pallet has come up. They didn&#**;t do any flashing. American Family wanted my daughter to put on a whole new roof. I would like for them to put on a whole new roof on my daughter&#**;s home.

  Business response

  05/17/2024

  We have done an inspection of her roof. We went out on 5/8 to inspect the home. She did not ***** us access to the inside of her home. We 5/15 scheduled to inspect the inside of her home. We did not see faulty work on the outside. We can't continue to send staff when we already. 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have given this company chance after chance since signing an agreement with them back in March to restore my kitchen. They have damaged new cabinets installed, I have wires sticking out of my walls that are a fire hazard, and could cause harm or death if touched, Plumbing in the kitchen is not code because they took apart the plumbing under the sink after a plumber had it code, and put it back together the wrong way. My sink is backing up because the venting system is not correct. Backsplash is not complete. They didn't install the microwave with the venting system which could cause a fire if used without it. They did not put a drop cloth down while painting the ceiling, and paint was all over my new countertops, and new floors. Still cannot get the paint out of the floor or countertops. Broken promises of better communication. Workers showed up at my house unannounced at 8:15 this morning, and the project manager texted me letting me know that they were here to work. Project manager said I was on the schedule for a week now, and the office was supposed to email me to let me know, but he was sorry. Worker that was sent to my house is the person that has caused all of the damage and mistakes I was told he was not coming back to my house. My office below the kitchen is still not completed as it was supposed to be. They are still wanting to charge me for items that can no longer be completed, and when I mentioned the things need to be removed from the agreement the communication got worse and no one called or showed up for two months. I would like a refund, and part ways with **** *****. Next step is filing a claim with the Attorney Generals office, and their insurance company. I am reaching out to my insurance adjuster as well to make her aware of the situation. I have left my insurance company out of this situation just to give **** ***** the opportunity to make things right. Given the many chances I have given, they have proved they cannot.

  Business response

  12/11/2023

  As a resolution to the complaint, the Project Manager over the project is going to schedule an appointment with the insured with the scope of work. We are going to go line by line of what has been done vs. what hasn't. Then come to an agreement on what will be paid to **** ***** out of what is owed. 

  The customer has paid $8150.88 for repairs up front out of the $16301.76 Owing a balance of $8150.88. A majority of the work other than a few line items are is done. Those line items we come into agreement about will be what we take off the remaining balance. One thing is for sure, we can determine what has been done and what hasn't been done and what the insured isn't satisfied with and get a solid dollar amount. We apologize that we can't come to a happy conclusion on this job.

   

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My home was damaged in Louisiana. Insurance recommended Paul Davis Restorations of Southeast St. Louis (PDSL) because the franchise in Baton Rouge (BR) wasn’t taking customers at the moment. Our belongings were to be stored in a secure climate controlled setting while our home was being rebuilt. PDSL has now lost 2/3 of our belongings. They ended up moving our belongings from a warehouse in BR to Missouri without telling us they were moving them and without asking our permission. The pictures we have of our items in this BR warehouse show our items in a big room with other people's. When asked for the contact information for this warehouse in BR all PDSL would give us was an address. They said they had no further contact information. I refused to believe that a nation-wide company did not have a record of this information. They hid it from us. We wanted to contact that warehouse because it is the last known location of our belongings. PDSL admits that they did no inventory of our belongings upon arrival to St. Louis. Some boxes returned have an item list made by me still inside them but they are missing contents out of them which suggests that they have been searched through. Other boxes have no labels on them as if they are a new box after the old box was searched through and what contents they didn’t want put back in a new unlabeled box and re-taped. My son and I called the Paul Davis Corporate line *22 BUSINESS DAYS IN A ROW* without hearing a response. On the 23rd business day in a row, somebody from corporate got back to us to hear our side of the story. A day later corporate called back to give us a phone number for the office manager for the building in BR exactly 1 month and 3 days after I first requested it. If they can produce it so easy for corporate, they could have been transparent a long time ago. The search for our belongings is still ongoing. We want our things back! The customer service and workmanship of this company is 0 stars!

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 9/27/2021, my condo building had a fire and my condo unit was water damaged and thus condemned by the fire department. To lift the condemnation, my walls, ceilings and sink needed to be put back. 1. The biggest issue is that reconstruction was significantly delayed because of **** *****. Because of condemnation I had to stay in other places. My insurance covered for my living expenses but there’s a limit and I was running out of funds. That’s why I was in a very urgent situation. However, from October to December, they did nothing to help my lift my condemnation. Same thing happened to upstair unit too. It took them 3 months to start demo process. 2. They did not have any plan for the reconstruction process. In winter, because they were not well prepared, the unit upstairs did not have heat, not even windows and backdoor. The water pipes froze and broke and caused another water damage to our building. 3. The communication was very bad with **** *****. The PM ***** ******* sent painters to my home without my permission and without even telling me. I stopped by at my home one day just to find that there were some strangers in my home and moved the furnitures because they needed to paint the living room. I was very uncomfortable and let them go. The only times he contacted me very actively were when he needed the check. 4. The PM ***** ******* was very unprofessional and rude. Because of the delay of the reconstruction, I had to make complaints to the insurance company. After he got the complaint, he yelled at me and threatened me that he did not care if I hired another contractor. When I asked him why it took so long for him to realize they need to hire an electrician first, he said “I have no idea”. After I started to look for my own electrician to do the job, he yelled at me again and said “we are done”. 5. I did not sign any contract or proposal with **** ***** but somehow they got the job and I had to end up paying them for their very bad job.

  Business response

  02/25/2022

  We were assigned this job for Ms. ***, which was the bottom unit in a multi unit fire. The job happened on 10/1/2021, we were not contacted by Ms. *** until 10/22/21. Ms. *** was given an approved budget on 10/29. That same day the cabinet vendor was notified and contacted her within 3 days to do a cabinet layout and cabinet selection. Ms. *** worked with the cabinet vendor to decide on a layout because Ms. *** wanted to change her layout from her original layout, which takes more time in the planning phase. Because Ms. *** was changing her cabinet layout we were unable to perform electrical work until the final layout was decided upon. In addition to not knowing the location of outlets and switches, the electrician had to address code issues and the insurance company would not pay for the code upgrades. Ms. *** would therefore be responsible for the cost of these upgrades. Due to this cost shift to Ms. ***, she wanted to get additional electrical bids. While this was happening we had Ms. ***’s hardwood floors refinished and our flooring contractor moved her up in his schedule just to be sure we could make progress while Ms. *** was getting additional electrical bids and deciding on her cabinet layout. These are the things that caused delays, which are pretty normal things when dealing with budgets, insurance companies, subcontractors, code issues, COVID issues and supply chain issues. As the job progressed we did have our painters scheduled and she kicked everyone off of the job and chose her own contractor, without having this conversation with our company. She did not give us any warning, but instead angrily yelled at our subcontractors and left them without work for the day.  We did not let Ms. *** know that the painters were coming that day because the home was not being occupied. She was, however, aware that painting was being done as part of her original project scope that she received on 10/29/21.

   

   

  We were also the contractors doing the work in the unit above Ms. ***. This unit was winterized by our team, but we were unaware of a water supply line in an exterior wall that had not been shut off. That pipe froze and busted causing water to enter Ms. ***’s unit. We responded immediately to her call and set up drying equipment. When drying was completed, we offered to perform the work on the repairs OR pay her contractor to perform the repairs. She chose to have her contractor do the repairs and we paid them directly.

   

  Thank you for providing us a chance to respond. Please contact me if you have any further questions.

   

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

• Initial Complaint

  01/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a tree fall on my house on August 12th. I hired them to repair my roof. They did not start until December 12th. I had to have a hole in my roof and ceiling since them. They did poor work. I gave them a deductible and I do not think they paid the guy to cut my tree. They brought other people lines and drapes when they took my to clean them. They were to put a tarp on and they did not have the items to do attach them with. They pulled shingles incorrectly. They quit on the job and it is less than half way done. I have paid them $4000 and now they want $16,000 and did not deduct the $4000 I gave them. I also have a $750.25 credit with them. I owe them for the work they have done $6854.29. This take the deduction of the down payment and the credit. I asked for an itemized bill to prove what they have completed and they refuse to provide it.

  Business response

  02/08/2022

  Work did not start until December 12^th, because he did not sign a contract until October 4^th and then we required a down payment. Regarding the payment to the tree guy, it seems he is not reading the insurance paperwork. We have nothing to do with the tree guy, we did not pay him and have not been paid for the tree guy. Regarding someone showing up without proper tools, he was one worker of a crew and he was simply waiting for the other team members to arrive. The roof is new and has a full warranty and we are only charging for the work that we completed. We have addressed all of the consumer’s concerns directly with his attorney.

  ***** *****

  Customer response

  02/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

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