Complaints

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• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 5, 2022, 11+ months ago, Apex Restoration collected $51,500 from Nationwide Insurance. My part of the settlement will be determined when the restoration is completed. **** *****, the person in charge of the restoration, does not return my request for communication in a timely manner, several days/ weeks. I am a single mother, and I have tried to be patient. Only one man has been working on the basement restoration for several months. This situation would be unacceptable to any person dealing with this company.

  Business Response

  Date: 04/10/2023

  I, ******** ******, reached out to **** *****, the project manager in Knoxville, and this is what she expressed to me.
  
  ********, I called **** ********* and she seemed very nice, happy to speak to me and pleasant.  Not angry. 
  I explained that ***** ********** let me know that she had additional work that she wanted, but that I didn’t have much information.  She said that she had told **** A from the beginning that she wanted that stuff done, but she never heard back.  I gave her the option of us estimating it for her or her using ***** ********** direct.  She said she was happy and satisfied with our contractors work so she would just get with him to do it. 
  
  I brought up the few things I was aware of and the work that we were doing next week and the supplement for the stairs and the electrical.  She was already aware of these things from myself and ***, so she had no questions. In ending, I apologized if I missed any calls or emails from her.  She said, well, I sent a few emails.  She had not called. I again apologized and said that I try to go back through my emails prior to giving updates so I don’t miss anything and told her I would be more careful.  She said, “oh, you know how it is… I have had several people tell me my emails aren’t going through or they come back as not sent.” 
  
  I made sure she had my cell number and invited her to call if she needed anything. 
  She said I addressed everything, she is excited it looks like everything will be finished next week and she had no concerns to bring up. I apologized for how long the work was taking but that I have heard nothing but good things from **** and *** regarding the quality of work.  She again said she cares more about the quality of work than the time it takes. 
  
  This is why I was so confused. 
  Possibly she just doesn’t like confrontation, but I have never had a bad interaction with her except once.  That was when we needed to delay the job because the shower she chose was on back order.  Unfortunately, there was nothing we could do about it. 
  Thanks, ****
  
  This is a recap of Ms. *****’s phone conversation to **** *********. 

  
  Thank you for taking my call, it was nice speaking with you. 
  I just wanted to recap per conversation and highlight some of the important details. 
  As discussed, **** and *** will be meeting ***** ********** on site to install the countertop.  While on site there were a few details that ***** ********** wanted to look at with ****. Here is a listing of the things that will be addressed: 
  1) Electrical outlet in the bathroom - Due to the size of the ordered cabinet and the height of new cabinets vs old, there is an issue with the height of the electrical outlet.  It has been determined that we need an electrician to move this because there is no additional wiring or slack on the wire that will allow it to be moved.  This will not be a complicated fix and we are in the process of scheduling this to be done.  This will be supplemented to the adjuster. 
  2) Soffit box / vanity issue - ***** P said there is a small issue with how this fits together, and the guys will be on site to look at it and come up with a solution so it will sit flush against the wall. 
  3) stairwell painting - this was not in the written and approved estimate.  We have measurements and will be supplementing for this work to be done and we will provide ***** P with a work order to add this work into his scope. 
  Based on the information from ***** P, he says he would be able to wrap everything up by the end of next week.  Please keep in mind this is a goal, but there are a few factors that may delay it some. We will keep you informed. 
  I also wanted to recap that it is ok for you to consult with ***** P regarding the additional work you were wanting done and you can work with him directly.  You mentioned the quality of his work and that you would be happy to use him direct.  
  Last, I do apologize again if any emails you sent were unseen or went unanswered, but if you ever need anything you can reach me by email, phone and text message.