ComplaintsforBELFOR USA Group Inc

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a homeowners claim after a waterline broke and used my insurance company's preferred contractor, Belfor, for restoration work. Contracts were signed on 11/17/22 and work began on 2/15/2023. There were ongoing issues with the quality of work performed by subcontractors. On 3/7/23, I met with the Belfor project manager and subcontractor to discuss a variety of workmanship issues, the most significant being a problem with the newly installed wood floors. The installer and subcontractor did not think it was an installation problem and asked that I contact the warranty department of the flooring manufacturer. I contacted TAS and scheduled a meeting at my home for the flooring to be evaluated. The ** was present on 4/12/23, the subcontractor and installer chose not to attend. On 5/4/23 the manufacturer denied the warranty claim and stated that, This is not a manufactured defect and is due to installation. Mineral spirits could be tried to clean these edges but may take a full screen and recoat to correct this floor. ***** is stating that they do not agree with the findings and have stated that they believe that there were no installation problems and that I have simply, regretted your flooring selection. There were additional installation problems as well. The flooring was installed after it was in my home for only 24hrs and there are uneven planks due to some undetermined issue with subfloor prep. It is my understanding that the manufacturers warranty is void. There is also unfinished work upstairs in my home. Belfor stopped all work upstairs due to the flooring dispute on 3/5/23. After sending a formal complaint letter work resumed upstairs on 4/4/23. Progress was made, but work stopped again on 5/5/23. *** asked via email and text when the work upstairs will wrap up, and neither the General Contractor or Project Manager respond.

  Business response

  05/30/2023

  BELFOR has conducted its own inspection of the flooring, to include the installation of the material.  Further, we have reviewed the information provided by the manufacturer, who sent out their own inspector.  The conclusion of the General Contractor is that the flooring will be removed and replaced.  We will provide the contact information of the flooring vendor that will handle the material supply and installation to the customer and schedule that work to be conducted.

  All additional work inside the home, unrelated to the flooring- has been scheduled for the first week of June.  It is our hope that we will conclude all matters of repair in short order- to include the replacement of installed flooring.

  Please let us know if you have additional questions.

  Customer response

  06/05/2023

   
  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,
  
  ****************

  Customer response

  06/20/2023

  Good morning,

  Belfor has not followed through with the agreed resolution. They continue to not respond to questions about scheduling and did not complete the upstairs work the first week of June, as agreed. 

  Here are the outstanding issues: 

  1. On 5/16/23 I emailed ******************* (Project Manager) and *********************** (General Contractor) asking that they confirm, in writing, that interior and carpet cleaning will not be performed by Belfor or its representatives. In the original work authorization cleaning was included in the scope of work. Due to the lack of communication, delays and poor workmanship I've asked that this be removed from the contract. I emailed again on 6/19 and have not yet received a response.

   

  2. Work upstairs was supposed to be complete on 6/9. It has not been completed, and while I have asked when it will be schedule, ************ has not responded.

   

  3. On 6/19 I emailed and texted ******************* and received no response: 

  "Please respond to the following questions ASAP. 

  1. Is the flooring going to be delivered prior to the 21st to allow time for acclimation?

  2. Will baseboards be installed and painted on the 23rd? 

  3. *************** be completing the work upstairs on the same date as the install/paint of the baseboards downstairs? 

  4. On 5/16 I sent an email regarding the carpet and interior cleaning. In the email I stated, "I do not wish to use Belfor for the carpet cleaning and interior cleanup. I checked in with my adjuster, and she said it shouldnt be an issue to have that removed from the work authorization."  The Work Authorization I signed on 11/16/22 states that any modifications must be in writing and signed. To that point, I am asking for written confirmation that carpet and the final cleaning of the interior will not be completed by Belfor or its representatives, and that any cancellation fee be waived. "

   

  4. Today (Tuesday 20) at 8:30am ************ texted me to ask if the flooring could be delivered today at noon. I will not be home at that time. I asked again if he could please respond to my email and he stated that he could not.  

   

  I am beyond frustrated with Belfor. All of my living and dining room furniture will be removed from my house to install the flooring. After that, baseboards need to be reinstalled and painted. My furniture will remain in the garage until that happens. I do not want to be stuck in a house for an extended period of time without my furniture. 

   

  Any assistance to resolve this ongoing issue would be greatly appreciated.

  Thank you,

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

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

  Business response

  07/13/2023

  
  
  The issue we ran into was related to the flooring.  We agreed to remove and replace the flooring downstairs, in full- which has been accomplished.  All remaining work has been completed.
  
  There is a ***** in a piece of trim at her fireplace, and we are going to repair it.  Review of our photos show that it must have come during the course of repairs.  Once this is accomplished, we expect a signed Certificate of Satisfaction and work completion.
  
  Please let me know if you need any additional information,
  
  ***********************
  

  
  

  Customer response

  07/17/2023

   
  Complaint: 20077803
  
  I am rejecting this response because: there are outstanding issues that have not been addressed. Quarter round needs to be attached in my kitchen, there is touchup paint that needs to be applied to the living room, and there is a couple of scratches on the flooring that need to be fixed. I have sent photos and suggested this Wednesday for final completion. I have not heard from the subcontractor that installed the floor regarding repairing the damage that mustve happened during installation. 
  
  Sincerely,
  
  ****************

  Business response

  07/27/2023

  The project manager assigned has been directed to contact Mrs. ***** and set up a date and time to inspect what remains and schedule the punch list repairs- as applicable.

  Customer response

  08/02/2023

  There are dings in the newly installed flooring that need to be addressed. I have sent photos and was available for the installer to look at the damage. He took pictures and told me ******* and/or ***** would be in touch regarding repairs. I have been asked by ******************* to sign a project completion form, but will not be doing so until the dings in the flooring are repaired.

  Business response

  08/15/2023

   
  Dear BBB:
  
  At this time, we do not feel that mediation is necessary.  The customer has one remaining issue- for the flooring company to return and replace some of the flooring boards that were not up to standard.  

  The flooring vendor has confirmed a return to correct those issues on Wednesday, August 23- at noon.  

  It is our expectation that all matters will be concluded immediately following work on that date.

  Thank you for your help,

  
  
  
   
  
  
  Thank You.

  Customer response

  08/23/2023

  Damaged floor boards are being replaced today. Belfors ********* will be here tomorrow to touch up baseboards. Assuming everything is repaired tomorrow, this job will be complete. 

  Customer response

  09/05/2023

  The outstanding issues are shown in the photos below. The trim seam in the downstairs entry hall was not repaired correctly and is still visible. The second picture shows the baseboard that was chipped when flooring was replaced. The chip was painted over but not sanded first, so the paint job looks sloppy. I texted ******************* on Monday of last week and he didnt respond. I then emailed *********** and *********************** last Tuesday and again today, and there has been no reply.  Belfor has been given several opportunities to fix these outstanding issues and continue to do so in a substandard manner. If possible, I would like to find someone else to complete the repairs and have Belfor pay. If that is not an option, I would like Belfor to send someone at my earliest convenience to make these repairs so this job can be finished.

  Business response

  09/06/2023

  *************** has been advised that her project manager is currently on leave.  We will be responding to schedule the trim repair as soon as he returns.  This was previously communicated, but will be repeated today.

  As the general contractor under contract to complete this repair, we will do so.  While the timeline has been delayed as a result of personnel leave- the final correction will be scheduled and completed.  We will not be considering payment to the customer for work performed by others, and that is specified in the contract that our customer has signed.

  Thank you.

  Customer response

  09/06/2023

  I was not notified of Mr. ***** leave. That is untrue, and Id welcome seeing the evidence of the alleged communication. ******************, the general contractor, was ccd in all email communication, and he also did not notify me of the project managers leave. The project manager is not the person completing the work, so I fail to see how his leave should impact the completion of the work in my home. Belfor was contacted in November of 2022. Work began in February of 2023 and is still not complete. The communication from Belfor representatives, as well of the quality of work for the entirety of this project has been unacceptable. I sincerely hope that their lack of professionalism is reflected in their rating with the Better Business Bureau. Due to the consistent poor quality of work I would again like to emphasize that I would like to have a different person complete the repairs and have Belfor pay.  Belfor has been provided with reasonable opportunity to correct the defects and has not done so. If the work authorization contract states that that is not an acceptable option, I would like to see a copy of the relevant contract language.

  Customer response

  09/07/2023

  The attached photos show two additional baseboards that have been fixed but still have a visible seam. The first photo is the baseboard behind the sofa in the living room. The second is the upstairs hallway. 

  Business response

  09/18/2023

  The original baseboard in the home did not always run in one piece through various runs.  We have returned a number of times to try and hide the joints in this baseboard, with no success.  Because the original baseboard did not run seamlessly- there will always be a visible joint.  We have repaired these joints to the best of our ability.  

  The insurance company did not have clear photos showing what these joints looked like prior to demo, so we have no way of knowing if we have achieved the original look.  The customer is interested in using someone else to handle these seams, and we are in agreement.

  The insurance approved estimate is being revised to back out the sections of baseboard at their joints.  A minimum of 12 lineal feet of baseboard is being credited back to the customer, to include the related painting of that base.  Upstairs, the entirety of the baseboard is being credited back.  

  BELFOR will be issuing a refund, based on the totals approved by the carrier.  Communication to the homeowner includes a suggestion that the bid from the new finish ********* be reviewed to ensure that the amounts are in line for what they want to perform.  If they are not, a review by the carrier for approved values may need to be conducted.

  With this refund, we consider the matter closed.  When payment is sent from BELFOR, we will ensure that the customer is advised.

  Customer response

  09/20/2023

   
  Complaint: 20077803
  
  I am rejecting this response because: I have not been provided with a dollar amount that will be refunded. In a communication sent to my email on 9/18/23 ****************** stated, "In the event that the amounts credited back to you are short of what you need, I am sure that your adjuster can help review the bid to make sure that you do not pay anything out-of-pocket for that work." My insurance company will not be paying to fix the substandard work preformed by Belfor. In order to consider this resolution, I need to know the dollar amount that will be refunded. 
  
  Sincerely,
  
  ****************

  Customer response

  09/26/2023

  I have still not been provided with an itemized invoice and dollar amount of what Belfor is proposing to refund. It has been a week. If Belfor is not going to provide an itemized invoice of what will be refunded by the end of the business day tomorrow I will move forward with a complaint to the CCB. 

  Business response

  09/27/2023

  Our customer requested that she hire her own contractor and provide the bill to BELFOR- to correct the baseboard issue.  An email was sent to ********** on 9/19 at 5:02AM, advising that we would be open to reviewing a proposal from her contractor on this work.  A review of scope and cost would be conducted- to determine if we could issue a refund for the amount she has requested.

  To date, a proposal for this work (by the contractor she would like to use) has not been received.  The following is from that email- ********************** was included in the correspondence:

  "In review, maybe it would be better if you sent me the proposal from the company that you want to address the baseboard seams.  If they can provide a detailed proposal, I can review it.  If the scope and amount appear in line, I would consider a credit payment in that amount- back to you- to close things out."

  As of today, no response from ********** has been received.  BELFOR has not figured the total amount of credit back to ********** at this time, as we feel that an opportunity to compensate her for the amounts she is seeking on the baseboard would be a more accurate measure of how to close these repairs out.  Giving her the opportunity to represent what costs she believes she has left for the baseboard appears to be a more reasonable method to settle the amount- as opposed to BELFOR backing out specific line items from the original estimate.  This way- the amount is established by her chosen contractor and not by BELFOR.

  Customer response

  09/27/2023

  I am currently waiting for the estimate from the contractor. That being said, I do not understand why Belfor will not provide refund amount using their Xactimate software as was originally proposed by them. Being that they have computer software to calculate the costs, it is very unclear to me why they are delaying in sharing what they think the refund amount should be. In addition to the repairs, post construction cleaning fees will need to be included in order to resolve this dispute.  

  Customer response

  10/04/2023

  I have attached the quote. Additionally, final cleaning costs (taken from original work authorization contract) total ****** + 10% to account for inflation, for a total of $238.43.  The grand total for fixing the baseboards and final cleaning is $2,276. 

  Business response

  10/05/2023

  Bid for baseboard repair has been received, and we are in review to determine refund to the customer.

  Customer response

  10/05/2023

  I am unsure of how to accept or reject. I shared the bid from the contractor of my choice and took the cleaning pricing from the original work authorization. If Belfor excepts the bid and cleaning fees, I will consider this matter resolved. 

  Business response

  10/06/2023

  I have reviewed the attached scope of work provided by ************************. Per your response, here is an itemized list of funding that you seek:
  
  ******* Carpentry:  $1,995.00
  Final Cleaning:  $216.76
  10% increase in Final Cleaning (account for inflation):  $21.67
  Total Refund Amount:  $2,233.43
  
  The total amount that you are requesting is $2,276.00.  This is above the totals of the above-mentioned itemization by $42.57.  However, in the interest of resolving this matter, BELFOR will agree to issue a credit in the amount of $2,276.00.
  
  Please note that this resolution is contingent on the execution of a Confidential Settlement and Release Agreement. Once the Agreement has been fully executed, we will mail a check directly to your home. Alternatively, if you would like to pick the check up from our office, that is also an option.
  
  Please note that nothing in this communication is to be construed as an admission of liability. This communication is for settlement purposes only and is inadmissible for any and all purposes, pursuant to any and all applicable state and federal laws. 
  
  Please advise if you have any questions,

  Customer response

  10/06/2023

  I will be unable to accept or reject Belfors offer until I am provided with a copy of the confidentially agreement that they want me to sign. I will need to be given time to have my attorney review said agreement.

  Customer response

  10/10/2023

   
  Complaint: 20077803
  
  I am rejecting this response. On the advice of counsel I will not sign Belfors  Confidential Settlement and Release Agreement. 

  Sincerely,
  
  ****************

  Business response

  10/13/2023

  Good morning, 
  
  Please be advised that BELFOR has received the BBB's request for clarification. However, due to the confidential nature of the Settlement and Release Agreement (the "Agreement"), the specific language and terms of the Agreement cannot be disclosed to third-parties. 
  
  As previously mentioned, any resolution is contingent on the parties executing a Settlement and Release Agreement. If Ms. ***** and/or her legal counsel have specific concerns with the Agreement and its terms, they should contact *********************, who serves as Corporate Counsel for BELFOR, at ************** or *************************************** to discuss. However, we cannot move forward with any payment until we have a Settlement and Release Agreement in place. 
  
  If you have any questions, or wish to discuss further, feel free to contact ***** by phone or email. 
  
  Thank you.

  Customer response

  10/17/2023

  I will not sign any confidentiality agreement or release of liability under any circumstances. I have already filed the intent to file a complaint with the ***** It is incredibly disappointing that Belfor did not disclose that the only way they would settle is dispute is with a legal agreement that circumvents my rights. 

  Customer response

  10/18/2023

  Per your request, I have attached the Confidential Settlement and Release Agreement. 

  Customer response

  10/19/2023

  I just sent the document to the email you provided. 

  Business response

  10/20/2023

  Good afternoon,
  
  BELFOR has received Ms. ******* rejection of the Settlement and Release Agreement (the "Agreement"). While BELFOR is willing to discuss specific issues Ms. ***** has with the Agreement, we cannot issue payment without a Settlement and Release Agreement in place. This condition was conveyed to Ms. ***** in BELFOR's October 6, 2023 and October 13, 2023 messages. The requirement of a Settlement and Release Agreement is standard practice for BELFOR, and requires all parties to release future claims against one another. 
  
  If there are specific revisions Ms. ***** and/or her counsel have, BELFOR is more than willing to review the proposed language. However, if Ms. ***** is not willing to sign the Agreement under any circumstances, then we unfortunately will not be able to move forward with this resolution.
  
  BELFOR remains hopeful we can get this matter resolved. Again, please advise Ms. ***** to have her counsel send a revised Settlement and Release Agreement to *********************, BELFOR's Corporate Counsel, at ********************************************. 

  Thank you. 

  Customer response

  10/26/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  ____Mon. __x__Tue. ____Wed ____ Thurs. __x__ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  ____ Morning ___x_Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Regards,

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

  Customer response

  11/08/2023

  Good afternoon,

  I haven't heard about possible dates for mediation. I was wondering how long it typically takes to have a session scheduled. 

  Thank you,

  Holly 

  Customer response

  11/08/2023

  I received an email from BBB today, and in the section titled Desired Resolution Outcome it states, "Negotiate directly with the other party without a mediator."  Based on previous communication from BBB I was under the impression that a mediator would be involved in resolving this dispute. Has that changed? 

*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. ↩