ComplaintsforReynolds Restoration Services, Inc.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water damage to my kitchen. I contacted my insurance and they sent out Reynolds restoration services for the emergency part.Reynolds did a great job with the emergency, I decided to stay with them for total restoration. ******* came out for the estimate and sent that into my insurance. When it was all approved I paid my deductible, and they released part of the funds to my account, I signed the contract and they started work. This is when my nightmare started.They saw that one of my cabinets was damaged so they went back to my insurance for an adjustment to get total cabinet replacements. I chose cabinets and flooring. Flooring was supposed to have a **** under the vinyl, but it was never used.It was on my contract.They install my cabinets which are uneven, they drilled holes for the knobs some have extra holes, that can clearly be seen.Soffit is not squared.I had asked if they would install new countertop if I paid for it, they said yes.I also told them they didn't need to paint so they took the price of painting off and put that towards my countertop.I purchased butcher block had it delivered.They cut the butcher block and then told me it was warped and that they were trying to even it up.They glue that, and one side is higher than the other.The cutting for the butcher block is uneven, and splintered at some places.I was frustrated with the quality of the work and I had questioned it.******* text me and told me ***** would now be my contact.I contacted a friend who works for another restoration company, he came in and look at the project and said there are so many things wrong. He said the flooring needs to be ripped up and cabinets need to be leveled without any kind of damage.So far we are nearing 5 months since this nightmare began. There are so many more things wrong. I have text messages about all the issues. Everyone I spoke to doesn't seem to care about the horrible work. I ask the one guy working if he would accept this work in his home and he said “NO”.

  

  Business response

  06/23/2023

  Better Business Bureau Complaint ID # ********; ***************************:

   

  Please review the following data and attachments to address the customer complaint from *************************** for property located at *******************************************Camp Hill, PA *******

   

  Reynolds met with ****************** on May 4, 2023 to review work completed to date and agreed to corrective action as per letter dated May 11, 2023 (attached).

   

  1. ********************: Flooring underlay contracted for lauan, but was not installed.

  Reynolds: The underlayment scope contained in the contract was incorrect and infeasible. The correct scope was applied, floor leveler. A change order for the correct procedure will be presented to the client. Flooring was replaced in areas that were beginning to lift. Replaced and stained baseboard to match.

   

  2. ******************: Cabinets and cabinet hardware were installed incorrectly, damaged and mis-aligned. Wrong size of cabinet installed above the oven.

  Reynolds: Removed and reinstalled cabinets. Replaced damaged cabinets. Replaced cabinet above the oven.

   

  3. ******************: New soffit was not square and drywall finish at the soffit was uneven.

  Reynolds: Rebuilt the soffit on the west wall of the kitchen. Reworked soffit drywall.

   

  4. ******************: The butcher block countertop purchased by the client and installed by Reynolds was uneven and damaged.

  Reynolds: Purchase replacement countertop. It will be installed by the supplier. 

   

  The re-work was completed on June 2 with the exception of the countertop which had a longer delivery time. The countertop has since been made available and is ready to be installed at ****************** convenience. Once the counter is installed, Reynolds will perform another walk-through with ******************. On June 2, Project Manager *************************** reviewed the corrections made so far with ******************. He was pleased enough with the corrections to ask if Reynolds would be able to do his painting now. ***** agreed to get him some pricing.

   

  In addition to the corrective actions taken, Reynolds was called by ****************** on May 30 requesting assistance. His dishwasher backed up over the weekend causing damage to the flooring. Project Manager *************************** went out that day, inspected the area, and scheduled service for the following morning. The back up was caused by a malfunction in the owners re-used garbage disposal. Reynolds technician tested the dishwasher, and everything drained properly. This service and repairs to the water-affected flooring were not related to any work previously completed by Reynolds. This service was not charged to the customer as a courtesy.

   

  Reynolds has corrected or is in the process of correcting (countertop) all the items listed.

   

  Gratefully,

   

  Please reply all,

   

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

  Project Coordinator

  Customer response

  06/23/2023

  I’m rejecting because they lied. My kitchen isn’t finished. I had to call my homeowners insurance to get them involved. ********************************* called ***** from Reynolds about the work, and ***** finally got back to me. The work is better but still having issues. Also the painting was in the original scope of work. The reason why I'm asking Reynolds to paint now is because the person I had lined up to do the work is no longer available. The project took so long that he is no longer available. So I had no other choice. Also, the cause of my new leak which was explained to me was because my garbage disposal was seized up. It sat too long without being used. But Reynolds did come out and got that working again. Yes as a courtesy they did come out to check for any new damage, that I do appreciate. But it should never had happened if it was handled correctly the first time. 

   So we are now going toward 7 months. So their response that I'm “please” is completely untrue and false! Again the work is better but still not the quality that I had expected. The email attached shows that the correction were to be completed by 3 weeks or a little after, well we are now past 6 weeks and as of next Friday it’ll  be 7 weeks. 

  Complaint: ********

  I am rejecting this response because:
  
  Regards,
  
  ***************************

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