ComplaintsforHannah Restoration, LLC

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had Hannah repair our home after some significant water damage. We are now having issues with the floor that was replaced by their subcontractor, *****************************. In the bathroom, the floor is raised up in one spot, making a cracking noise near the toilet and loose. In the kitchen, the floor bounces like a trampoline. There's also a spot in the living room that is raised. After the painters came, we noticed lots of scratches in the floor, too. We have spoke several times with ****** about having it repaired. He supposedly ordered the flooring to replace it and it has been one excuse after the other. He never shows up & now not returning calls. Hannah never returns calls either. I want the floor fixed how it should have been done in the first place, ASAP by Hannah or their subcontractor. Hannah is responsible for their subcontractors and should have him come do the work. I want it fixed. I want my phone calls returned. We paid too much my money for this to be happening. If they're not going to make it right, I want a refund of the flooring costs. Which was about $6k, give or take.

  Business response

  01/03/2024

  Customer called ********************** for the first time on Jan 2 at 11:00 am. Customer has not given us a full 24 hours to even review his complaint before filing on BBB. Customer is complaining about a subcontractor that he's been communicating with directly, outside of Hannah Restoration, without involving us. Customer is also outside of warranty as this job was completed on or around May 9, 2022. We are currently reviewing complaint and will reach out to customer to set up a time to review issues on site. 

  Customer response

  01/08/2024

   
  Complaint: 21087284
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  01/09/2024

  ***** did have a flooring company come out and fix the bathroom issue. However, the kitchen has not been fixed. I believe they're waiting on the floor from *****************************. When the kitchen floor is done to my wife's & I satisfaction, I will be more than happy to accept the closure of this complaint. Hannah is responsible for their subcontractors work. We were trying to work with THEIR SUBCONTRACTOR for over a year. Warranty or not, the floor was never done right to being with and needs to be fixed by Hannah. 

  Customer response

  02/13/2024

  The business has come out and fixed the issues. We are, at this point satisfied. You can close the case. Thank you. 

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was referred to Hannah restorations by my safeco adjuster. ***** Hannah's adjuster met with me and sent in his quote to my insurance adjuster. When I tried to set an appointment for job ******* to come out see what needed to be done, a check for $22,687.06. My Insurance adjuster checked with them and said I had to pay it upfront, that he highly recommended them and he hoped I would concede to their requirement. I waited 3 weeks for appt. with *******, the job *******, and only if I agreed to have the funds in hand. ******* came out I gave him the $22,687.06 cashiers check and didn't hear anything back from them for two weeks at which time I contacted them to find out when I should expect them to start on my job. ***** had requested more money from my insurance adjuster before starting work. ******* and a crew would begin on Monday. ******* had said I could appropriate the funds as I wanted to. I asked that the ceiling texture be removed and repainted. As ******* was not there with his crew, who I could not communicate with because of language barriers, they attempted to paint over my ceiling texture and they cut in where I had began painting with a different paint from the can I gave ******* at our first meeting.I complained to ******* as this was costing me time and money for an unacceptable result. His reply t said it was their first day. This text was on Monday and I did not reply to him until Wednesday to ask him when they would resume work as they didn't come on Tuesday.******* texted saying that ***** had emailed me that he had turned my file in. *****'s email said that we should go our separate ways as I was conscientious of my budget, I should hire my own sub contractors. I had previously asked ******* for an itemized allocation of funds so that I could know what I had to work with. Bottom line is ******* sent me a check for $21,030.23 charging me $1656.83 for the dumpster they ordered and work that has to be 100% redone and paid for again. They owe me

  Business response

  12/12/2022

  *************** called in on September 27th.  At that time, our earliest availability was for October 19th. Customer accepted that appointment date.  We sent the payment schedule to customer based off of the Insurance Report, which includes collecting the *** and deductible payments up front. On 9/28 customer spoke with one of our reps about the requested deposit. Our representative explained the reasoning for the deposit and that it was our policy to collect that.  On 10/14 we followed up with customer to confirm appointment date and the customer was very upset about the requested deposit stating it was a bad business practice and that if it were up to her she would have someone else to do the work. We advised that it was up to her whom she wanted to do the work. *************** advised she was going to call her adjuster to voice her displeasure.  On 10/18 we spoke with customer and she advised she would pay the deposit on 10/19 when she met with the Project Manager. Upon the Project Manager reviewing the scope at the customers house, he found additional framing/subfloor items that needed to be added to the scope from insurance. We then sent those items to insurance for pre-approval. On 11/1 we received approval from insurance. On 11/2 *************** and her insurance agent called and *************** was very frustrated. We advised we had just received approval from insurance the day before and scheduling was in process. She also advised on 11/2 that we strong armed her into paying the deposit. On 11/4, the customer advised she wanted to get the flooring done by another company and just wanted to use us for drywall/paint after signing a contract for the full scope of the work. At this point we had only put on a coat of primer on her walls and had a dumpster delivered(that we didn't charge for) and loaded up about 1/3 of that dumpster with debris from her property from demo. Her insurance paid for a "haul debris" line item instead of a dumpster. At this point the only items we had completed was a coat of primer on the walls. The customer repeatedly complained about the paint job. We attempted to explain that we had only primered the walls at the point of complaint and that the coats of paint weren't on yet. She did not seem to understand and continued to voice her displeasure. At this point we felt it was in the interest of all ************* separate ways and we advised the customer we would refund her money sans work completed. We did not charge the customer for the dumpster. We supplemented the dumpster at our own cost to make the job more efficient, and the customer was not billed for that. The customer was billed for 1 coat of primer, that was completed. 

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hannah Restoration was referred by ***** **** to repair damage to my home. Justin H****** completed the inspection on April 29, 2021, as indicated on the inspection/estimate paperwork. In the three months I worked with Hannah Restorations, the following was completed: Removal of glass from the ducts; Vinyl replacement (2 vinyl pieces); Gutter repair and Boarding of the windows. On July 26, 2021, the insurance company was contacted regarding continued poor service and to request another company to complete the job. On July 28, 2021, I contacted the office as directed by Brandon. I spoke with Stephanie, requested the return of the deductible, she implied that the check would be returned via mail. On July 29, 2021, I received an email from Justin, saying I owe $97.18 beyond my deductible ($1000) that has been paid.

  Business response

  08/25/2021

  Business Response /* (1000, 8, 2021/08/18) */ May 21 - Customer singed contract May 26 - Sent of a piece of the carpet to **** for pricing as required by insurance. May 26 - window vendor inspected windows for replacement May 28 - Crew cleaning up glass at property June 3 - Customer compalained of more glass so crew goes back to clean up more glass. June 1 - Garage company inspects garage doors June 7 - sent window bid to insurance for approval. Customer requested board up of windows to insurance. June 10 - received approval from insurance to board up windows. June 11 - Completed siding repair June 11 - Completed board up of windows via interior of property so vinyl siding wouldn't be damaged. June 14 - Sent crew back to clean up more glass around perimiter of home as weather, rain, vibrations caused more glass to fall and possibly rain brought shards back out of the ground. June 17 - followed up on window bid sent to insurance and added garage door damage for approval June 18 - receieved approval for garage door and windows from insurance. June 24 - Advised garage door panels will take 10 weeks to receive. Customer advised was selecting a floor. 7/13 - attempted to have window vendor capture measurments with customer. Customer advised not available until 7/19. 7/19 - Customre rescheduled window vendor. 7/23 - Customer reschedules window vendor for 7/27. Customer complains there is still glass outside. Project manager requests photo that customer never produces. 7/27 - window vendor can not make appointment and needs to re-schedule for 7/28. Customer at that point asks to stop any work and requests she continue on with another contractor. 7/28 - customer called requesting her deductible($1,000) back. 7/29 - reviewed scope and removed all line items not completed. Updated invoice comes to $1,097.18 and advised insurance and customer that beyond her deductible we were owed $97.18. Insurance agreed and issued payment for $97.18 on 8/11.

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