ComplaintsforAtlas Restoration & Remodeling, Inc.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I entered into a contract with Atlas Restoration after being referred to them by my insurance provider after a water backup in our home required remediation work to be done. I don't have a ton of complaints about the work they did, the problem mostly came when the final bill was due. We were cost conscious in selection of materials and I also even did some work myself to help reduce our bill, but when the bill came due they said it all "evened out" and didn't want to adjust the bill. I insisted they did so however and pointed out lots of things that were inaccurate in pricing and/or included work they didn't do, and we negotiated the bill down about $600. We came to a point in negotiating however where they got very defensive about the price they charged for certain work/materials when I questioned their accuracy (given that it was very different from the list price at the store they purchased it at) and they demanded to be paid at that point, flat out refused my request for receipts of the purchase of materials (and actually attacked me for requesting them) and then threatened to increase the bill with work that they now claim they left out. They have been very hostile and threatening over email and in phone conversations as well. I'm now waiting on them to send their "final bill."

  Business response

  09/28/2023

  Homeowner has been resistant to pay the final bill, and when we conceded to take less he then demanded to have receipts for the materials that we purchased in attempt to reduce the bill even further?  I have explained this is not standard and we would not be sending out copies of all receipts as this creates more issues in the long run.  IE material from warehouse, trucks, etc are not accounted for.  

  *** ****** stated he wanted to pay for what he received, no more no less.  I then explained we would revise the estimate to reflect actual work performed and we have since sent this estimate to him along with one requested receipt for the vanity and tile in question.  The revised estimate has actually come in higher by approx $480.00

  New estimate, invoice, copy of receipt, and certificate of satisfaction have been emailed and sent regular mail.

  Atlas will be expecting payment immediately.

  We have also forwarded compaint from customer and refusal to pay to his homeowners insurance company.

   

   

  Customer response

  10/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We’ve had a chance to review your new invoice and I regret to inform you that we will not pay that. For starters, the contract we both signed stipulates that this practice you’ve engaged in of adding in additional items is obviously not permissible. Furthermore, some of the prices you added in were ridiculous. Charging nearly $120 to install a bidet that your technician said he’d do for free on the spot is one of many examples of you operating in bad faith at this point.
  
  So going from your last invoice before you decided to include items you cannot contractually include, we had reconfigured the price and gotten the total down by $562.89.
  
  Originally the total cost was going to be $3608.85 before any of the savings had been applied, then after a great deal of back and forth, on 9/27 you said we owed $3045.96, or a balance of $1241.54 (after applying the deposit of $1804.42 to our final bill).
  
  I then asked for justification of the prices on the tiles and vanity, and you refused to provide them and instead increased our bill by nearly $800 to a total of $3806.12.
  
  You also then sent along the receipts for those items:
  - A vanity, which you paid $155.82 for and charged us $230.10 for (a difference of $74.28)
  - Cement board, tiles, and grout, which you paid a total of $87.36 for and charged us $423.34 for (a difference of $335.98 - although admittedly you didn’t charge for grout, so we’ll add that back in for a difference of $306.30)
  
  I did call the store and ask about the vanity, and they explained that it did have to be attached still, so I won’t dispute those (even though we selected it specifically because it was attached and expected to be notified that it wasn’t, but in good faith we will no longer dispute that at this point).
  
  When you factor in the amount we should have saved on selecting those materials then you have a difference of 74.28+306.30=$380.58 in savings that we should have received additionally for the vanity and flooring, and that’s without even adjusting your taxes or overhead and profit accordingly.
  
  Adding together the total savings of $562.89 and $380.58 you get $943.47, which when you subtract from the remaining $1804.42 we still owe you get $860.95 as our remaining balance.
  
  We’re willing to pay $900 in good faith to avoid having to go to court over this and being done with it, but that’s as generous as we’re willing to be at this point given how we have been treated.
  
  Please let us know if that is something you can agree to or not.
  
  Attached please find the relevant invoice from 9/27 as well as the receipts you sent over.
  
  Sincerely,
  
  **** ******

  Business response

  10/12/2023

  Atlas rejects ** ******* offer as this is not reflective of actual work performed.

  ** ******* is applying cost of materials instead of labor and material as included in our estimate, this is why we have consistantly refused to share all receipts with him.  ** ******* does not seem to or want to understand that all items in the estimate include labor and material, if we were to charge for material only we would not be in business very long.  

  We have been back and forth with the owner and it seems that there is not resolution to be reached.

   

  We will once again offer our original request for payment in the amount of $3045.96.  A payment has been made on this balance of $1804.42  

  This leaves a balance of $1241.54

  Going off of ** ******* statement that he wanted to pay for work that was performed, this is substantially less than the actual total of $3806.12, this total includes all items as performed by Atlas.

  ** ******* has quoted our contract above concerning contract changes and rest assured we do have written emails and texts from ** ****** asking for all changes as billed.

   

  Thank You

   

   

  Customer response

  10/23/2023

  Thank you, I’m reopening the complaint because I’m not satisfied with their response as it ignores my specific questions about their bill and I’m asking them to participate in mediation through the ****** ********* ****** and want them to meet to discuss it in person with a mediator.

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