ComplaintsforPaul Davis Restoration of Central Ohio

• Initial Complaint

  03/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Money was given for work that was never completes and duplicate charges. Employee came out and reviewed and confirmed work was not completed. General manager said he would hopefully have something to me by 3/12/24. Business has failed to respond to any correspondence.

  

  Business response

  04/16/2024

  4.16.2024, BBB called Business. ***** stated that business met with consumer 4/11/2024 and is currently in communication.

  Customer response

  04/23/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 10 2023 I paid a deposit of $1400.00 to Paul Davis Restoration to begin work on repairing water damaged ceiling in garage. On July 12 Paul Davis Restoration came to my property and performed demolition of the damaged portion of the ceiling. No further work was performed. On July 21, I requested return of my deposit less what I owed for the work performed July 12. I have contacted Paul Davis Restoration repeatedly and have yet to receive an itemized invoice of the work performed and my refunded deposit. Below please find a copy of an email I sent to the following employees at Paul Davis Restoration: Shaun D**** C****, Kasey M******, Mark M*****, and Rocky J****** *************** *******, Ray AttachmentsMon, Jul 31, 11:28?AM (11 days ago) to Shaun, *****.m******, mark.m*****, Rocky.J****** Good morning, Please invoice for the materials and work performed July 12, 2023: removal of the damaged portion of the ceiling (Approximately 30"x30") bagging up the water-damaged ceiling and insulation (left at my property) 1 piece 5/8" gypsum sheetrock (left at my property) 4 pieces 9.5"x11"x48" R30 insulation (left at my property) I will take care of the remaining repairs and the disposal of the damaged materials. Deduct what I owe for the above labor and materials from the deposit of $1400.00 paid to PDR on July 10, (link to receipt: **************************************************************** and remit the balance either to the credit card used as method of payment or as a check made payable to: ***** *** ** ******** ** ********* ** *****

  

  Business response

  08/15/2023

  Spoke to Ms. *** and have assured her the refund would be issued no later than 08/25/23.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This has been the biggest nightmare working with this company. My refrigerator flooded my kitchen in January 2023. I was referred to this company by my insurance company. They came out and promised to do good work on my house. It was not until May when they begin work on my house because they said they were waiting on materials. In two days they came out and ripped out my entire floor which includes my entryway, bathroom, closet, laundry room, dining room, and kitchen. When asked what their process was for laying tile it was discovered that they were leaving out an important step that would discontinue the warranty on the cement board they were using. It took another month for them to come out and start working on my house again. I was promised three different deadlines for when my floor would be finished. Mind you I have three small dogs and a child in the house with me. I have not been able to do laundry or cook since they ripped out my floor. I came home yesterday after them being in my house three days working while I was out of town, to find multiple areas of concern. First, they couldn’t finish the job because they said they didn’t have enough tile. After looking around there is tile that is chipped that has already been laid. There is spaces between tiles that are not equal. There is mortar on several appliances, cabinets and walls. They washed tools in my sink and ruined the finish on my stainless steel kitchen sink. There is large gashes in the walls in my bathroom. They tried to move my oven by pulling on the doorhandle and pulled it out of place. I came home to the lights inside my garage and kitchen on , their tools and trash is all over my front living room with bags leaned up against my painted walls. I just painted my whole kitchen two weeks ago now there is mortar, dust, and dirt all over my new walls. The communication has been inconsistent. I would never recommend them to anyone and will need several things fixed. My floor is still not finished

  

  Business response

  06/30/2023

  I met with the customer 06/29.  The issues outlined were correct as our trade partner did not perform quality work.  After reviewing the work completed, I spoke with the customer, and we will be refunding the deposit.  We will also deliver the remaining tile next week.  She was satisfied with the solution.  

  Customer response

  06/30/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ******** ******

• Initial Complaint

  02/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 15, 2022 we had a pipe bust in our house. We contacted our homeowners insurance, who sent Paul Davis out to do the remediation, they then ghosted us for months, so we found a new restoration company. The new company came in and continued to do the work Paul Davis was supposed to do and discovered a great amount of mold in our home, in which our insurance sent Paul Davis back out to take care of what they were supposed to do in November that they got paid to do by our insurance. Due to the mold found, we had to have testing done which came back as toxic mold in the air and mold in the air ducts as our busted pipe was shooting water directly into our furnace (which got replaced) Due to all this mold, we have now been displaced from our home for a week today and will be longer until it gets cleaned. Our insurance alots us $5,000 for extra expenses and once we reach that then we have to pay out of pocket to be displaced, which isn't fair as none of this is our fault or the fault of our insurance that is currently covering the cost of our hotel stay.

  

  Business response

  02/27/2023

  We received claim in November it affected downstairs basement including the bathroom.  The pictures  uploaded were taking first day on site.  The mold like substance was pre-existing to the loss.  We dried out the opposite, exterior wall of the bathroom along with the rest of the affected basement area.  Customer had a contractor come in and remove the vanity and found additional mold like substance there.  The insurance adjuster, who determines coverage, agreed to cover the mold with the original loss in November and we went out and removed the affected drywall, sanded, cleaned and HEPA vacuumed the area  while under containment, per industry guidelines.  The carrier paid for the original water loss and the mold remediation coverage.  Since this is  in a basement I am not sure what the customer means by water running down ducting.  I have reviewed all notes and there is nothing regarding the duct work  being wet.  Customer is  unhappy that there is a $ 5K dollar mold cap, that cap has nothing to do with us.  We were paid appx $ 1,400 for the mold remediation work that was completed.

  Customer response

  02/27/2023

  I am rejecting this response because: they didn't remove the baseboards, vanity and toilet where the mold grew behind from not being remediated properly in November, which is why the insurance sent them back out in February to do what they were paid to do in November.
  
  Regards,
  
  ******* *******

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 16 We had a house fire and every Emergency house renovation company showed up before Fire trucks even left. I picked Paul Davis . They told us they would pull clothing and belongings out in week or two . It is going on six weeks. They have done nothing blaming it on electric. They had electric permit June 28. AEP says they have not received it. We have made dozen phone calls . Next excuse they said ******** didn’t give them contract for contents. Found out after calling ******** they had contract whole time they were stalling. We had to move to From Ohio for job I had to take . Since I’m not there they keep making excuses and keep stalling. We have no clothes or personal items we were told would be getting back within two weeks. ******** is next on my list that’s a whole other issue.

  

  Business response

  08/17/2022

  We do not do clothing and textiles.  ******** did eventual send a claim for the contents and allowed us to complete an unsalvageable list.  Her issue is with the clothes and textiles which we do not do and never stated that we would.  She is confused as to how the claim is separated and we have spoken with her multiple times to help her understand the processes.  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Mother had a flood in her basement due to a sump pump that failed. She called her insurance company and PaulDavis was one of the three companies that her adjuster **** ******* provided her. She called PaulDavis and asked for an estimate to remediate the problem. A very young man came out and looked at the damage and said that he would call her with an estimate. Two days later the young man called and provided an estimate over the phone which was over $6,000 for the mitigation and $12,000 for the restoration. No written estimate was ever provided. At no time was there ever a mention of a charge for the estimate. My mother decided to go with another company that was recommended and about two thirds of the price that PaulDavis verbally quoted.Several days later, my Mother received a phone call trying to collect $382.95 for the estimate. She told the person that she was never advised that there was a charge for the estimate nor was even a business card ever given to her. A few days later she received a letter saying that this was her Second Notice and that her account was delinquent and "Failure to submit payment within 30 days of the original invoice sent can result in legal action and processing of a mechanical lien on your property". Being that she was never advised of a cost for an estimate as well as no written estimates ever given, she should not be responsible for a charge of any kind. My mother is 93 years old and I believe that this charge should be removed immediately and further action ceased immediately.

  

  Business response

  08/17/2022

  She was explained that there would be  an initial inspection fee that is usually picked up by the carrier.  It was paid by the carrier to the home owner and confirmed by us through contact with the adjuster.  Here are the notes regarding this issue;

  ******* ******* 6/3/2022 11:13:18 AM I spoke with ***** she is not happy with the Inspection fee. I explained to her the inspection fee is normal and paid by insurance but she was paid out and that falls on her. ****************************** ******* ******** ****** ******** ******** ** **** ******** *** **** ******* *** *** * ************** ****** 
  ***** ***** 6/2/2022 3:42:21 PM KT Please final invoice for a inspection fee. Goes to customer. ****************************** ***************************** ****** 
  ******** ****** 5/27/2022 2:43:17 PM Date Estimate Sent has been entered for Job - ************** ****** 
  ******* ******* 5/27/2022 9:13:26 AM I spoke with ***** her adjuster is paying her out as she has exceeded her coverage and they are paying her out. We provided her a range of 5600.00 -6000.00. Recon will be upwards of 12,000.00. ***** is going to get additional estimates and give us a call back. ****************************** ****** 
  5/26/2022 2:56:48 PM Arrived on site. Took moisture readings and photos throughout entire basement. Every inch of basement is wet and materials as well. Homeowner is very concerned on cost of everything due to insurance paying only a certain amount and is very hesitant on whether or not to go forward with us.

  Customer response

  08/22/2022

  8.22.2022, BBB received a call from ***** Parker stating that when she called Paul Davis Restoration of Central Ohio and asked for estimate to be done, the employee on the phone did not notify her the company charged for estimates. ***** went on to say when the gentleman from the business came out and performed the inspection she was not notified there would be a charge. ***** said that the first time she was aware of any charge until she received a bill in the mail for $382.92.

  ***** ****** said that she does not feel she should be responsible for the bill as the company failed to notify her prior that they charged for performing and estimate.

  

  Business response

  08/23/2022

  We do not do free inspections and the customer was aware of the inspection because she was filing an insurance claim which she did, she got paid to take care of the water loss and the inspection is standard operating procedure and is often paid by the carrier.  

  Customer response

  08/26/2022

  8.26.2022, Consumer notified BBB via phone message that she does not agree with the business' response.

• Initial Complaint

  01/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ********. I sustained water damage in my home’s basement in December 2021. My home insurance company ********** recommended Paul Davis restoration to clean up the water. Contact person is Rocky J******. ###-###-####. Paul Davis has been paid in full by ********** for the total repair (please see *** ***** email attached of a payment from ********** in the amount of $1414.38). Paul Davis has not completed the work and has left panels dangling and disorganized all over my basement. Please see pictures attached of the mess in my basement left by Paul Davis. We have small children and these panels are a safety hazard. Paul Davis , please finish the job and reattach the panels for zero additional charge.

  

  Business response

  05/30/2023

  Work was completed to the customers satisfaction.  Please see signed Completion of Satisfaction form.  We have recently been called to help the customer with another water damage this year.  

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paul Davis is the contractor I selected to complete the refinishing of my hard wood floors due to water damage in my home. ( they were hired in July) the week of Sept 13- Sept 19 we were asked to vacate our home to complete the job. They were aware that we were leaving our 2 cats on premises. We had them in half of our basement with the door closed and barricaded with our ottoman. The contractors were refinishing our floors on the first floor and we had no indication that they would need to go to our basement where we left our cats. We came home, our cats had been let loose and there were paw prints in the stain down our hallway. We were advised they needed to go to the basement to use our dryer outlet but we had not been told they needed it ahead of time. They had to move furniture to get to where our cats were to let them out. Jump to the weekend of Oct 8-10 we were asked to leave again to repair the prints. When we came back home, the same cat prints were still in my floor. Due to our frustration and wanting to be over the process, I came to an agreement with the contractor foreman, Robbie, that he would credit me back $775 for the permanent prints that are now in our floor as well as compensation for us leaving our home for the weekend and moving our own contents back in our office. I have text messages from 10/14/2021 from him verifying this information. He stated he would have one of his guys bring it to the house and retrieve the lockbox they still have on the door. I did not hear from him so I checked in last week and he said the accounting guy had been out with a fever and he would check on it for me. He has not responded since. I have not received my refund and he has stopped responding to my messages. I only want what was promised after a not so pleasant experience in my floor repair. I have attached the text message exchanges and photos of the prints in my floor after they were "fixed" Please let me know if you need anything else.

  

  Business response

  05/30/2023

  We refunded the customer $ 800.00 to per the agreement.  

   

  Thank you, 

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like a refund of $664.53 because their hot fans and dehumidifiers made things significantly worse and damaged a lot of areas in the rooms and also their employee stole my flooring. Please see the attached document for details of the incident.

  

  Business response

  05/30/2023

  We worked out a settlement which we honored with the customer.  The dehumidifier, not the air movers can produce some heat in small rooms but cannot do the damage they state in the letter.  We used Low Grain Refrigerant dehumidifiers that due not dry materials to the point of dry rot which is what they were describing.  Since we came to a fair settlement and honored that with the customer there is no additional funds to be returned.  All pricing was in line with industry standards.  

  Thank you, 

   

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