ComplaintsforOhm Restoration

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is about repair issues and bad business practices of the company. They didn&#**;t put a downspout on the gutters so the rain is coming down on my brick floor. They put the contract on my email and I am not computer savvy. I asked him to mail a copy of the contract and he said ok. I had not received it in a week so I called him. I still have not received it. I would like for them to complete the work in the contract to my satisfaction.

  

  Business response

  11/17/2023

  We contacted the customer to clear up the communication issues and to finish the installation of her shutters. We confirmed that ****** had received her two hard copies of the contract that were sent in August and hand delivered in September and she confirmed. 

• Initial Complaint

  01/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company knocked on my door telling me they believed I had roof damage and then led me down a long road with an insurance claim that very well could have been avoided. Throughout that process I was assured the work being done was with the insurance claim and that all work would be adjusted accordingly. My intial meeting was on August 5, 2021 where it was determined our roof had hail damage and for me to file a claim with my insurance company. August 12, 2021 an inspector and Ohm employee inspected my roof together and an insurance claim was denied at that time claiming discrepancies in what OHM had told the inspector versus what he was telling me. A second inspector was sent August 23, 2021 and at that time the roof was inspected again with OHM and an insurance claim estimate was approved. No contact was made by OHM Restoration until January 27, 2022 when employee got in contact to have the insurance adjustors estimate emailed to him again. January 28, 2022 the first check was scheduled to be picked up and work order was to be completed by OHM Restoration and provided to me by email. I recieved no contact from OHM Restoration until April 15, 2022 when employee informed me final payment would come directly from my insurance company to OHM Restoration. May 1 , 2022 I still had not received the work order from OHM Restoration as promised and no receipt was provided for my payment made January 28, 2022. May 17, 2022 I received a printed copy of the work order totaling $9207.10 that was dropped off at my home by OHM after told failed email. At that time I was was told they were just waiting on a date to complete the job. June 1, 2022 I finally received a June 8 , 2022 date for work on my roof to be started and finished the same day. June 8 , 2022 shingles were delivered however no crew or OHM showed up. Then I was provided with June 13 , 2022 for all work to be started and finished that day. June 13, 2022 the crew showed up 2 hours prior to OHM and upon employees arrival he discovered not all shingles needed for the job were delivered. June 14, 2022 more shingles were delivered to my house. June 15, 2022 OHM employee and the crew all arrived to what I believed to be the starting and finishing date for my roof to be completed. Then OHM employee informed me they had to run and pick up decking boards but with the amount of damage all decking cost would be sent and paid by insurance. The job was not completed and that's the last time I have seen OHM employee. Materials and a mess were left for me to handle. August 29, 2022 I was told OHM Restoration would get my insurance company and myself on a three way call that never happened. August 31, 2022 I attempted to check in and find out what was going on and couldn't get any information except everything had been sent to my insurance company. September 26, 2022 I received an email stating the insurance was requesting additional photos and details from OHM Restoration and had no success and our file would be closed if no contact within the next 15 days. Email was forwarded to OHM employee and I was informed the supervisor was on it. September 26, 2022 is the final contact with any OHM employee that I have gotten. December 8, 2022 I received a final payment notice from OHM Restoration informing me of a collection threat for a total of $11,856.01. I have already paid a total of $9,207.10 bringing my total costs to $21,063.11 for an uncompleted job. At this time I am prepared to move forward with fraud charges against OHM Restoration and secure a lawyer.

  

  Business response

  03/22/2023

  Business Response /* (1000, 7, 2023/02/21) */ Our sales reps only suggest filing an insurance claim if there is actual damage on the homeowner's roof and denials on first time claims are common. We often have to submit for a reinspection after the first claim denial. Once it is approved, we move forward with the claim process and completing the work per the scope the insurance provides us. Our typical process is to sign the contract within 30 days of the approval of the claim, however this initial rep was just out of training and did not loop the office or his supervisor into the claim and that step was missed. It is also typical standard for us to provide a signed copy of the contract to the homeowner at the time of signing so that everyone is on the same page about the work being completed by our team. We do not typically provide receipts for payments right away as it opens us up to liability if a check happens to not go through. However we do offer updated invoices once the payment does clear, which is usually within 4-5 business days. This is handled by the office as they handle the payment processing directly, but were not informed of this request to complete the request per the customer. Most construction companies, especially exterior construction and restoration, cannot give specific installation dates or completed work dates as there are too many variables with materials and inclement weather to contend with. Due to the length of the project falling outside of the usual timeline, the representative did give a timeline that we advise against as it is hard to stick to. It is uncommon for all materials to not be delivered at once, but it does happen which is why we do not guarantee completion dates to homeowners to avoid frustration if there are unforeseen circumstances. The decking board issue is outlined in our contract, stating that the homeowner is typically responsible for the cost of replacing decking should their insurance company not approve that additional payment request. This instance was not the usual process, as we did not have documentation of the boards that were not used and therefore could not bill the insurance company or the homeowner correctly. We have contacted the homeowner and are resolving the billing adjustment issues, as well as addressing the issues with a lack of communication through that office. Moving forward, we have streamlined the documentation and invoicing process to go through our central office to ensure that every project is following the best practices we follow across all of the other locations to avoid these issues in the future.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a wood stove flame out and caught the ceiling on fire. Most of the damage was to paint, melted ceiling fans and smoke, along with the ceiling over the stove. ohm came to me, said not to settle with the insurance company, and did get a bid of about 70,000.00 to completely repair the interior of the home. This was in Oct of 2020. I went to ohm in August of this year, and wanted to see the owner, since the only thing done to the house had been the walls torn out in the front 4 rooms, including the electrical outlets, and new dry wall put up and tapped but nothing else. Since I could not see the owner, who was conducting, interviews, I informed ***** ******, the office manager I would seek the advise of an attorney for a possible law suit and criminal charges since ohm had received all but XXXXX in advance payment. The next day I got a text from a ****, who asked if they could finish the house. My attorney advised me not to talk with them until he looked into it. **** then texted me and asked who was going to contact him, I told him my attorney. He than said his attorney said to send me an invoice for the work done (that was already paid for in advance), then when I told **** on advise of the attorney, just to finish the house since I didn't want to have a long drawn out court case. **** then said ohm would not finish the house, but, has not returned any invoices, monies already paid, or even contacted me. This claim and contract is now over 2 years old, I had to get a hotel room for the week and a half I was in Springfield, at a cost of over 1000 dollars. My son has been living in the house (garage since the house is not habitable) while I was in **********, where I am now, as I have been being treated for cancer at **** ***** Medical Center. I find it very unprofessional to never contact me, let me know what's going on, etc. for over 2 years. I had to initate contact. My address in ********** is **** ********* *** ********* XXXXX

  

  Business response

  03/17/2023

  Business Response /* (1000, 5, 2022/12/19) */ Our Office Manager ***** ******) began her interaction with this customer by being the liaison between *** ****** and his mortgage company, ********* She was attempting to straighten out the money in the escrow account for his property so we could get the adequate deposit needed to begin the work. This was in June of 2021. After some back and forth with the documentation, we got everything submitted to the mortgage company and they were able to disperse a payment for the materials to get started. Trying to work through the finances of this particular job proved to be tricky when some of the insurance payment went missing from the homeowner's account and we could not begin without the downpayment for materials. We walked through different financing options, and landed on one that worked out for everyone so we could continue going forward with this project. After several months of attempts to schedule a contractor to go to the property, we were finally able to nail down a schedule. Around July of 2022, we got a contractor to go out to the property and do a walk through to survey the damage so they could help us submit an estimate for the work to the insurance for any additional things that may be needed. Since the damage was mostly interior, we could not get started if we did not have access to the inside of the house. The Office Manager would occasionally ask *** ****** if there were any updates and try to facilitate the scheduling of the contractors to the best of her ability, but was often having trouble contacting both ***, as he lived out of state, and his son, who was living in the property at the time the project was going on. Our General Manager's (**** ******* first communication with *** ****** was a text message sent to him asking for him to talk directly with him regarding his project on September 19th, 2022. When he spoke with *** ****** the only complaint he had was that the project was not completed yet. This complaint was after *** ******'s son kicked the contractor off of the project. *** ****** said his son was not in the right state of mind and to ignore him if he says anything else. After feeling like he was put in a hostile situation, our contractor did not feel comfortable staying on the job site without *** present. After discussing solutions, we all came to the conclusion that we would bill for the work completed and let *** ****** complete the work with a different team. A final bill was sent to the homeowner. During this process *** ****** said he hired an attorney. Our General Manager had asked multiple times for his attorney's information or for his attorney to call me to no avail. After asking for his attorney's information several times, *** ****** stated he was no longer working with an attorney. The last communication between *** ****** and our General Manager was early November 2022 when he told *** we would be sending a final invoice for the work completed. He responded by asking for his money back to hire a contractor to finish the work and that he has direct contact with someone for the job. The last involvement the Office Manager had with this customer's property was in November of 2022 when she was delivering the final invoice after we were notified that we were just going to bill him for the work that was completed and let him find a different contractor for the remainder. At our calculations, there was a small balance owed when everything was submitted that we needed. This job was delayed primarily because of the circumstances around trouble contacting the homeowner, the mortgage company's requirements, and the scope of the project at hand.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a salesman from OHM come to my door after a major hailstorm (like many of my neighbors had). He was "so excited to make my house look brand new again." He assured me that he talks to insurance companies "all the time" and that going with him would be beneficial to me, rather than competitors. Especially because with his keen eye and extensive experience he's found multiple things that would bring the expense down of updating my house. Now, my house isn't relatively old, and my roof is only 5 years old. But to update our siding with new materials and colors had us sold! He agreed with us on style and colors! Also, We found more damage done by hail, on the siding, in areas that the insurance adjuster hadn't noticed and (he) was certain the colors of a 25 year old siding couldn't be matched. So, with that, the insurance company would pay for a new exterior of the whole house! That was until a contract was signed. 5-6-22 5:06 pm Homeowners selected siding style and colors 5-6-22 5:07 pm Salesman texted back "absolutely" 5-13-22 Signed 1st contract 6-1-22 2:50 pm Salesman: "the siding guy more than likely is going to be able to match the siding" meaning: no new colors or styles 6-2-22 6:52 pm Wrote a new contract minus the siding (because we want to update the style and colors in the future. With or without the assistance of the insurance claim). Salesman: "let's get this (NEW) contract signed and a check wrote so I can be put on the (busy) schedule. It's going to take about 45 days before construction." We tell the salesman, the same day, that we were not happy with how things turned out and we would not sign the contract. We felt lied to and manipulated. I called the insurance agency and they let me know that they never spoke to OHM about amending my claim. The salesman took many pictures for the insurance company that were never sent. He lied! Now OHM wants $2,841.04 for cancellation fees! Or a lien, Not even scheduled

  

  Business response

  10/10/2022

  Business Response /* (1000, 5, 2022/08/09) */ On 4-22-2022 I completed an inspection for the *****'s. We signed a contingency contract that ohm restoration would complete the repairs approved by the insurance carrier. I met with the adjuster about a week later to review the damages. The insurance adjuster mentioned to me that if we could not match the siding to let him know with proper evidence of trying to match the siding and that the insurance would have to cover the entire siding of the home. I let the *****'s know that if we could not match the siding then the entire siding would have to be replaced but there were no promises or guarantees of that. On 5-6-2022 we signed a contract to replace the roof, gutters, and siding that the insurance approved. I went out to the home on 5-13-2022 to go over some missed damaged items that the adjuster missed as well as to do a full fence replacement estimate. I sent the pictures of the missed items to the shelter insurance adjuster for review. On 5-24-2022 I went to the home again to attempt to match the damaged siding, took pictures, and sent them in to our siding installer. On 6-1-2022 I received a message from our siding installer stating that the siding could be matched. In turn I messaged the Allen's informing them that the siding was able to be matched. The *****'s informed me that they would do the siding themselves. I let them know that we have a signed contract in place and that I could write a new contract that doesn't include the siding. They said okay that sounds fine. I returned to the home on 6-2-2022 to have them sign the new contract and to collect the insurance check. Upon my arrival *** ***** said that he wasn't very happy about not getting the entire siding replaced through the insurance company and I explained that I did the very best that I could to get everything replaced that was damaged and explained again that there were no promises or guarantees of the entire siding being supplemented. I explained that we cannot just tell the insurance company that it cannot be matched. That we have to have photographic evidence and do the right thing by at least attempting to match it. So he proceeds to call his friend from roof for less and trys to get him to intimidate me over the phone. I informed the *****'s as well as their friend from roof for less that was on speaker phone of the high quality products, high quality craftsmanship, as well as our warranty that we provide on all projects that we complete. They all seemed to calm down after that and we talked for a bit in the front yard. *** told me that he had to think this over and would get back with me. *** texted me a week later to inform me that he wasn't signing the contract and was not paying any cancellation fees. This customers complaint is extremely misleading and dishonest. Right in line with how he treated us. Bottom line is he wanted to pocket money from the insurance claim. We don't participate in insurance fraud. He is violating a legal contract and is responsible for the terms of violating that contract. Consumer Response /* (3000, 7, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) OHM taught me a valuable lesson. NEVER TRUST A SALESMAN! I just didn't know the price of that lesson would cost so much. $2,841.04 for not honoring a 8 page contract with fine print that I signed on from their small tablet. OHM misled me on the things the insurance company would pay for. ****** ******* took pictures for the insurance company to adjust my claim, Shelter Insurance confirmed that no such follow up occurred. I feel like a fool, I'm an unemployed father of two. I thought something great could come from this storm damage, because the salesman told me my house would look like new again. but it's left me filled with anxiety and frustration. OHM says they are taking me to court or will put a lien on my house, for what I feel was a free estimate with a signature, because I wasn't placed on their schedule and materials weren't ordered. OHM is trying to intimidate me saying, I'm violating insurance laws. But I've sat down with my insurance company they proved more lies were told by the salesman. A new contract was wrote that I didn't sign. I will not pay their 20% cancellation fee. I have proof of their wrong-doings. If they wish to see me in court, I'll be there.

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