ComplaintsforTuckey Restoration, Inc.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 1, 2021 our kitchen flooded due to something with our dishwasher. We called Tuckey Restoration and they sent Ben S****** with a lot of machinery to dry out the water on 7/16. He returned 7/17,18,19,20,21. Our whole kitchen floor, some of the cabinetry, and “a hose/fitting” on the dishwasher must be replaced. We paid $2009.23 on 8/20/2021 to Tuckey for the machines to dry our kitchen and rip it up leaving the dishwasher still unusable. On 8/20/21 we contracted with Tuckey to restore our kitchen and paid $2565.84 as a deposit on said contract. The contract stated “commence work w/in 30 days and complete w/in 60 days of start”. At this point, we were bounced around with 4 different people as our contact at Tuckey: Elsa, Hope C****, Matt T*****, and Jared D****. We were explicit about only being in contact with us through **** *******-NOT *** or *****! **** is the daughter and POA. On 8/30 Tuckey came to hook up the dishwasher and told us to go buy a new one. They billed us $90 more for this 10 minute visit. (We’ve already paid them a total of $4575.07) On Oct 15, Jared D**** was scheduled to come meet with flooring company and cabinet company at our house but only he showed up. He visited with my elderly, confused father for two hours while the floor and cabinet people didn’t show. After I called the floor company myself to reschedule, they showed up ten minutes after I left and further confused my father. This was the last contact we had about our floor being fixed. Dec 6, Ben S****** returned to “prep” one small part of a cabinet. He returned 2/8/2022 to finish the minimal cabinetry. 2/9/2022, ** ******* was telephoned again, he’d been getting regular calls regarding the $90 bill. 2/10/22 he was taken to Tuckey office to pay $90 cash. We and our insurance company are asking for money back for breach of contract and elder abuse (confusion and emotional distress) and for having to do their work for them by getting our own flooring installed.

  

  Business response

  03/18/2022

  03/18/2022 
  We appreciated the opportunlty to work on this project as we have a history with the property owner 
  on past projects. We're grateful that the client chose us again for this particular project, as they've developed a trust in our organization. It's a primary goal of the Tuckey Companies to exceed service expectations in terms of communication and workmanship on every project. We value the business and have intended to work diligently to provide the cllent with superlor service. 
  It has been the experience of the cllent that we have not fully met this goal. Upon learning of the client's dissatisfaction, we reached out directly to the property owner's daughter, who is the point of contact. The project began with communication concerns as there were issues with the initial project meeting. Additionally, there were multiple points of contact who were attempting to communicate - 
  and, thus, seamless and concise communication may not have occurred. Notably, the property owner's daughter has requested that all communication be directed through her. We apologized for any communication on our part that led to additional confusion or disruption. As such, we've updated our systems to reflect this request and noted that future communication with the property owner will flow through the designated point of contact. 
  The client has chosen for only of portion of the work to be completed by our Company. As such, we had issued a Change Order credit reflecting all work that had not been completed. There were pending questions regarding the amount of this final credit. We are working to review the file, accounting summary, and resubmit the Change Order credit to fully reflect all items not completed. We intend to resubmit this within a week for the client to review, 
  It's our intention to fully and fairly close this project in the most amicable way possible. 
  Prepared by: Matthew T., Restoration Manager 
  
  

  

  Business response

  04/28/2022

   4/11/2022 
  We’re surprised to receive this update from the property owner’s daughter, as these concerns have not been raised to us since we last spoke or since we issued the customer a partial refund as  promised. Here’s what has occurred since the property owner’s daughter’s original correspondence  with the BBB: 
  • We received notice of the property owner’s daughter’s communication with the BBB in early  March 2022. 
  • We reached out to the property owner’s daughter during the week of March 7, 2022, with the  intention of better understanding her concerns and establishing a path toward  resolution. During that phone call, we apologized for any miscommunication on our part that  led to additional confusion or disruption. We reviewed the customer’s requests and outlined  next steps with regard to change order credits on the account. 
  • At the property owner’s daughter’s request and with the consent of the property owner, we  updated our systems to reflect the property owner’s daughter as the primary point of contact  for the project. 
  • We updated the BBB on progress made during the week of March 14, 2022. • We finalized change order credit calculations and updated the property owner’s daughter on  these numbers during the week of March 21, 2022. 
  • The property owner’s daughter agreed to the change order credit calculations as an acceptable  resolution on March 23, 2022. 
  • We issued a check to the property owner dated March 28, 2022, in light of their decision to  reduce the scope of work performed by Tuckey Restoration, reflecting the change order credit  calculations mentioned above. 
  • The check cleared the bank (i.e. was deposited or cashed by the customer) on April 11, 2022. • In response to the property owner’s daughter’s most recent update to the BBB (dated  4/11/2022, which we received by mail on 4/18/2022), we’ve reached out to the property  owner’s daughter via phone and e-mail to identify any further items that may remain  unaddressed. 
  We trust that this outline of events over the past few months clarify the steps that have been taken in  good faith toward resolution. These steps were mutually agreed-upon as an acceptable resolution to  the issue at hand. As before, we remain committed to fully and fairly close out this project in the most  amicable way possible.
  
  

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