ComplaintsforCape Fear Flooring & Restoration

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cape Fear Restoration started the mitigation process on my out-of-state property. I paid the initial deposit (which was more than my deductible) but they not continue w/the repairs unless I pre-pay their ENTIRE invoice. USAA has always recommended to not pre-pay an insurance claim until the job is finished.

  Customer response

  01/24/2023

  ***Document Attached***
  Cape Fear Restoration still refuses to complete the work or speak to me. I received an email from ******************************* that she has file a lien against my property.
  See Attachment/File: Screenshot_20230124_194951_Gmail.jpg

  

  Business response

  01/25/2023

  Job was originally supposed to be a cash job when we went out on 11/28/2022 Which requires half down to start and balance on completion for drying the property out. The client changed her mind and then finally scheduled the work on 12/08/2022 after additional damage occurred because the property did not have the drying process started. We completed the drying process and the representative on site for the client signed the Certificate of completion. Once the *** is signed final payment for the water mitigation is due. Our company policy is that mitigation has to be paid in full and half down on the repairs For the repairs to start. This has always been our policy.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The business helped with a water damage claim in my home. They dried the home and finished most of the installation work, but the team that installed floors did a horrible job in the kitchen, laundry, and bathroom, including installing the wrong floor in the bathroom. The company said they would fix it. They fixed several problems and supposedly fixed the bathroom floor, but they didn't fix the bathroom floor at all. I have photos and the cracks and weak spots get worse every day. They also did not repair the laundry room walls. They left my bathroom unusable for MONTHS. I dread them returning because I don't want to go through that again, but I absolutely have to get the bathroom floor fixed. They charged over $7000. I paid half up front but still owe half. They now want to collect the rest though the work is incomplete. I want to get another company to fix the installation work, and I want all money paid to Cape Fear returned to the insurance company and or me. Also, this needs to stay on file. This is a horrible company. They did a good job drying the floor. The insurance company paid for that separately and cape fear earned that money. But all money paid for installation needs to be returned so that I can get another company to do the work properly and in a timely manner.

  

  Business response

  09/27/2022

  Business Response /* (1000, 9, 2022/07/08) */ We have reached out to the client in regards to the repairs. She has also had another loss at her home that we drying out for her. Once we were made aware of the situation we worked with the home owner to rectify the situation. Consumer Response /* (2000, 10, 2022/07/08) */ The business has contacted me and is working to resolve the complaint. Thank you.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cape Fear Flooring and Restoration was hired to mitigate and repair water damage from a pipe that burst in the wall. This pipe burst the week of Christmas 2021. When the weather got very cold, I contacted The person I had been dealing with and asked if they could please put the insulation in the house so it would help keep my family warm. Two guys did come out to put the insulation in. I gave the entire check from the insurance company to Cape Fear flooring which covered the cost of mitigation and the insulation leaving me a balance of minus ********. Fast forward to the end as we had many issues between then and now. The contract to begin work wasn't initiated until April 21st, 2022, and work did not begin until mid-may 2022. I was left without hot water for 4 days and after the project manager's consistent lying and not showing up, when the work was done, I told her she could not come into the house anymore. I asked for documents to see what I was being charged for but was ignored on several occasions. She stated she need to do a walk-thru and had no record of the insulation having been installed and needed to verify. I contacted her supervisor who came out to do the walk-thru on May 31st, but was also only interested in the insulation and water heater. Things that weren't done should have been credited to my account, However, as the list started to grow, excuses were given. Attached are photos of vinyl sheet flooring that should have been removed but wasn't. charges for cement board removal when there was none in the first place and many other items A day later a new invoice was sent to me with a credit of only ****** for door jams not painted. I questioned the charges but they won't answer, instead they put a lien on my home with an invoice dated March 30, showing it was past due. There was no contract then. I have no problem paying my bill but I should only have to pay for work that was done. I have more photos. I have a right to know what i m being charged.

  

  Business response

  06/07/2022

  This project was started on December 28. The adjuster did not approve restoration and issue check until mid March. We have signed change orders for the items the consumer addressed in her list that was never sent to ****. The homeowner is in default of her contract at present time. I have attached supporting documentation. the plumbing charge was for a toilet reset and the removal and rest of the ho twater heater and replacing the thermostat on the hot water heater. the insulation charge was to replace 170 sq ft of insulation in her crawl space.

  

  Business response

  06/07/2022

  ***Document Attached***
  I have included the signed change orders and the pictures of the repairs that were made. The consumer used multiple things in her estimate to go towards upgrades. an Example would be #9 paneling. New drywall had to be hung, mudded and prepped to put the paint on and she added chair rail in addition to that. She was charged $194.87 for cement board removal when in realty the cost to build up the three layers removed would have been substantially more. I see that the consumer is interested in having everything listed correctly and we will happily comply, however the cost will be increased greatly compared to what she is currently being charged. The consumers project manager was inexperienced and gave the consumer multiple upgrades without increase in cost for the items.
  See Attachment/File: **************scan

  Customer response

  06/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  You are a liar. After sending your baracuda out to evaluate the work and padding the job, we had to wait for additional funds from the insurance company. once that was received in late March after no communication or status from your employee, i followed up with her with no response. then i was assigned a second project manager. I then brought in a check for $4224.58 which was added to the overpayment of *******. It wasn't until late April that a work agreement was signed as she now had to evaluate the job site. I did not see invoice until June 1st when **** gave it to me. I have every intention of paying my billsof ******* within the 30 days term that I am allowed based on your policy. That doesn't change the facts that you are a poorly run company with questionable business practices. I never received copies of those change orders from ****** until Late May after requesting copies several times. It is her responsibility to send them to her supervisor, ****, not mine. I also never authorized your company to fix the hot water heater after it stopped working when the workers moved it. I had my own plumber come in and look at it. I never gave you or any of your comapny employees a hard time about anything, I only had some questions that no one wanted to answer, and no one would provide me with the documents so that I knew what was going on and what I was being charged for.

  Customer response

  06/10/2022

  ***Document Attached***
  
  See Attachment/File: Receipt of first payment.pdf

  Customer response

  06/11/2022

  ***Document Attached***
  With regard to the change order concerning the dining room. You are actually double billing me. The sheet rock and chair railing are already included in the original estimate and were covered there for cost. The fact that it was listed again in the change order is my fault for not catching it. I wasn't wearing my glasses and when I went to take a phot of it, ****** snatched it away quickly. I keep mentioning that I am willing to pay my bill and not once did I indicate differently. I had a lot of questions that no one was willing to answer or go over with me. In the case of the insulation and toilet reset charge, that was installed late Dec. I made a payment on Jan. 07th for $5979.57 to cover a bill of ******* to which I understood the insulation and toilet were included. This payment left an overpayment of ******* which you had this entire time. Adding to that was a payment of ******* made on April 01, 2022. I was not asked for nor did I receive another invoice until May 31st during the final walkthrough of project completion. It should be noted that after all the trouble I had with ****** and the lies, when the job was done, I told her she couldn't come into my home anymore. I asked for her supervisor contact info and stated I wanted to speak with a professional so I could resolve the issue and pay my bill. I have this conversation in email. He would not give me Todds info So I called and got it from someone else. ****** responded with stating she was putting a lien on my home and that very same day before ***** visit, she initiated the lien, waited for the *** I signed on May 31st and then 3 days later I received a notice of a lien. All to feed you employees inflated ego. The work didn't even start until mid- May and the work agreement wasn't signed until April 22nd. The invoice that you are waiving around saying I am in default was dated March 29th. What work didn't I pay you for since at that time and at the you had an overpayment of ******* in your possession and on the due date of that same invoice of April 30th, you then had an additional payment of ******* for a total of *******. The terms of your policy says I have ********************************************************** this case was hand carried by **** on May 31stst with a modified invoice sent to me on June 1nd via email from **** (******'s supervisor). Today is June 11th. I am ready and willing to pay the final invoice of *******, however, I want proof that the lien had been taken care of especially that it is not valid to begin with.
  See Attachment/File: Cape Fear Repair Agreement dated April 22 2022

  

  Business response

  08/09/2022

  Good morning ****,
  I have attached documentation as follows: A copy of the original repair agreement for $12,504.03 electronically signed by the customer on 04/22/2022, a copy of the first change order dated 4/28/2022 showing no monetary change but changing how the customer wanted to use her funds, change order number two date 05/05/2022 again changing how the customer wanted to apply her funds, change order 3 dated 05/17/2022 again changing how funds were to be allocated. All change orders have been signed by the customer. The next document is an electronically signed certificate of completion, signed by ************************* on 5/31/2022. The next document is her final invoice for $12,172.44. the last document is a copy of her release of Lien which we mailed to her after we received the final payment. We require half down when we start a project and the balance on completion. She is not required to sign the *** if she isn't happy with her work. Thank you and if you have any further questions please reach out to me.
  Sincerely,
  ***************************
  Manager
  
  See Attachment/File: ******** vs Cape Fear FlooringResponse Docs.pdf

  Customer response

  08/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  ****************** would like the Better Business Bureau to believe that Cape Fear Flooring and Restoration is an honest company just doing business. She neglected to mention the continuous con job they perform on both the insurance companies and homeowners. As ****************** mentioned, the repair agreement was signed on April 22, 2022, and the final walk thru and *** were signed on May 30th, 2022. The repair work did not begin until mid-May and I made all required payments throughout the process. I overpaid in Jan of 2022. So how then was a mechanics lien initiated on May 26th, (before the final walk-through) by a person who isn't part of accounts receivable, using an invoice dated March 30th, 2022, with a stamp saying it is past due with a due date of April 29th, 2022, when I didn't even have a repair contract with you until April 22, 2022. Not to mention I didn't owe you any money either. The fact is your project manager has an inflated ego and wanted to flex her muscle because I told her she was not coming into my house anymore. I told her that I requested contact info to reach her supervisor, but she would not provide it. The reason I would not allow her into my home anymore was that she is a lying cheating thief, the job was completed, and I had enough of her unprofessionalism. Every time I had to make a change to the work order it was because she offered cheap, low-budget materials Like the replacement paneling and god-awful paint colors samples. I signed these papers both with some level of trust and not wearing my glasses. I requested copies several times throughout the whole process and again in writing several times at the time of completion, however, she would not provide them. In reviewing the last change, I noticed she is billing me twice for sheetrock and paint, labor that was already covered in the estimate. She also charged me for the toilet reset which is another issue. In late December, the weather was beginning to get very cold. I requested the toilet be put back and the insulation be installed under the house to reduce the electric bill and keep my family warm. Again, I believed this was paid for when I paid the mitigation bill as their policy states, the full payment is due at that time. Keep in mind that I overpaid at the time as well. Cape Fear Flooring and Restoration would like everyone to think they graciously waited 6 months to bill me for the toilet and insulation while adding it to the final bill. When I asked for documents to show I hadn't already paid it because I believed that I had. They would not provide any documents nor would they discuss it with me. The project manager also stated that in the change work order dated May 6, 2022, the toilet was already reset yet turns right around in the same paragraph and bills me for it. Again, would not discuss or provide copies. She says she will be there at 8 o'clock am sharp and doesn't call or show up until 5 pm if you are lucky. I had originally ordered gray flooring, she convinced us to switch to brown saying it would be arriving in a week whereas the grey may be delayed. After the job started and it may be worth stating that the flooring was never brought to my house for acclimation, not only is that against their own policy but also didn't allow me to see what was there on the material. The project manager then tells me she "likes to take one box of flooring in case something happens because homeowners don't take care of the extra". That is quite interesting, the initial damage was about a 6 by 3 area on the lower part of the dining room wall and a 6 by 3 area of flooring. **** fear cons us into having them replace the flooring in the entire kitchen, dining room, and sunporch by telling us the insurance company would never cover it again if something should happen to things like the water heater damaging the floor. So, I was now supposed to believe they store one box of flooring from each job and that one box of flooring would be enough to do a repair when I had three and a half boxes from the original flooring that they claimed wasn't enough. I am sure she is enjoying her new flooring in her house paid for by the homeowners and honestly, I don't know how many boxes she took if any because I wasn't giving her what I had at the house. When it comes to the master bathroom, They were supposed to reface the cabinet that they damaged during mitigation, It is a custom cabinet, and they had already begun to glue it when I told them they weren't taking that cabinet apart. I felt they had already done enough damage to my home. They moved the hot water heater and cut the drainpipe instead of calling a plumber. When the hot water heater didn't work when they put it back, they left us for 4 days without hot water. Their contractor was telling me the cost to repair is on me and not them. To make matters worse they just left the pipe cut and called it finished. They then billed me for it in the final invoice claiming they replaced a thermostat when in fact they did not. The heater just had to be reset but the project manager spent all day trying to fix it herself and didn't know what she was doing. In the end, I called someone else at the company and reached out to her supervisor who came out and did the walk thru. He too is a Lier and con artist. He convinced me that the purpose of the *** was only for the insurance company for them to release the final funds and that we could straighten everything out after I signed it. Now ****************** says I didn't have to sign it if I wasn't happy. As I was going thru the list of items that weren't done on the estimate, he began to backstroke saying some things were just covered by the insurance company. He provided me with the final invoice and said they would even wait until I received the payment from the insurance company. Three days later, A lien shows up at my home that was initiated prior to the walkthrough. The day after the final walk thru, I received a modified invoice removing only a couple of items, however, the price increased for the water heater. At this point, the actual invoice doesn't even match what they told the court I owed to obtain the lien.
  My plumber recommended this company, and they will hear about it for sure. I trusted them and I trusted this company to do an honest job. I have been conned. I have never been through this process of repairs on a home before. This company was not forthcoming and did not explain the process, they don't even follow their own procedures. The contract states that each time there is a change, it would be submitted to the insurance adjusted, this was not done. Their policy also states I have 30 days past the completion to pay but was forced to pay for work not performed because they placed a lien on my home. This company would not provide documents for anything and would not discuss anything with me or answer any of my questions. They just billed me for what was on the estimate and added some things and took advantage of the system that allowed them to put a lien on my home forcing me to pay the bill while I was being harassed by the project manager along the way with phone calls and emails stating the bill is due before the 30 days was even up. It is sickening that this company would do this to homeowners and even worse that they have gotten away with it. It is a poorly run company with a focus on greed and questionable business practices. They don't even follow their own policies while using fabricated invoices to obtain a lien on my home when I had been paying my bill all along. A company allowing a new, inexperienced employee, a project manager who steels flooring from homeowners while providing this employee the power to place an invalid lien on my home already says a lot. Not to mention your turnover in employees. ********************** one year and hiring fly-by-night contractors that do half-ass work with no one checking up on them. This contractor didn't even show up but the project manager thought he was at my home. Very poor and unprofessional. This Contractor would show up at 4 pm and leave at 6 pm and it didn't matter how our lives were interrupted. This company kept asking for a lock box for my home so they could have access. Are they nuts? Not only is my family living there but allowing them access to my home would only mean they could really do a shit-ass job and get away with it.
  
  Supporting documents attached
  

  Customer response

  08/14/2022

  ***Document Attached***
  
  See Attachment/File: CCF Invoice review June 01 2022 upon receipt from ****

  Customer response

  08/25/2022

  ***Document Attached***
  In a review of the documents, invoices, and payments, it has come to my attention that I have overpaid you by $*******. The billing error occurred when I made the first payment of $****.57 paid on January 7th. Invoice **** shows that I owed $******* for the mitigation. This left an overpayment of $3952.13. On March 31st, **** texted me the amount due to begin work stating that I had an overpayment of $******* and needed to pay $*******. This is where the numbers got reversed. I actually had a credit of $3952.13, not *******. The difference is $ *******. The breakdown in payment is as follows.
  
  I paid **** 57 On Jan 7th
  I paid ******* in early April
  I paid ******* on June 16
  Total- $16,124.57
  
  
  My actual bill received was $******* Jan
  $******* in Early April
  $*******
  Total $********* which is reflected on the final invoice
  
  16124.57 minus ********* shows an overpayment of *******. I am requesting a refund for overpayment in the amount of ******* asap.
  
  Documents should be on file already
  
  See Attachment/File: CFF Updated invoice received june 01 2022

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