ComplaintsforPaul Davis Restoration of Greater Richmond

• Initial Complaint

  11/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  **** Davis Restoration was hired to repair a water leak issue that was from our water heater that damaged our kitchen floor and living floor. We contacted ******************** and they suggested **** Davis. They came out and provided the estimate and work with our insurance. From the beginning we asked them to communicate with us regarding repairs which they mainly failed to comply.* They never brought a construction bag or dumpster for debris.* Never provided a POD for us to move our kitchen appliances and furniture.* Temporary flooring that was put down was not secure, so we had outside animals come in, and *********************** through the floor, cutting her leg.* Floor joists were found damaged, they did however replace those.* Job took way to long to complete, when completed found the floor to be extremely un-level, and when the appliances were put back into place, the tiles shifted and caused the grout to crack.* They came to fill the grout and it turned out to be a completely different color, not matching the current grout. * We had a worker that attempted to enter our house, without contacting us, through a kitchen window at 8pm at night, frighting my wife and myself.* We found foot prints all through the house, that were not part of the damage.* The debris was left outside for months before they came to pick it up.Overall, we have been very disappointed with the lack of communication, the workmanship, and lack of professionalism. We did not have hot water in our house for over a year, even with the replacement flooring they did not remove the appliances from the kitchen and place them in the **** which was finally provided, therefore scratching the new flooring. They should not charge us for the replacement flooring or take off 1/2 of the original flooring cost. We refuse to pay for total services due to all of the bad experienced we received.

  Business response

  11/21/2023

  Dear *****,

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience you have experienced. We will do everything we can to resolve the issue as quickly as possible.

  If you have any further questions or concerns, please do not hesitate to contact us.

  Sincerely,

  **** Davis of Greater Richmond

• Initial Complaint

  10/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 29, 2022, **** Davis of Greater Richmond sent a crew led by ********************************* to respond to a call of water damage and overflow of water to a single-family home. All three levels had been consumed with water, including water that had poured outside from the siding of the home. It was explained to me as the consumer that **** Davis of Greater Richmond would complete the mitigation, which included drying, removal of water damage material (flooring, ceiling, drywall), and treatment for mold and mildew. According to *********************************, on 7/7/2023, the mitigation job was complete. While conducting services, the **** Davis of Greater Richmond crew unplugged my freezer, causing my food to thaw and spoil, and suggested that the insurance company would take care of food losses. My home was investigated by the insurance/public adjusters, it was determined that **** Davis of Greater Richmond did not complete the job successfully. This caused my insurance company to delay funding due to wanting **** Davis to complete the job based on their work charges. I was instructed that the insurance/public adjusters would be following up with **** Davis of Greater Richmond to bring a resolution to the situation. As the consumer, **** Davis did not contact me to complete any unfinished work that they had charged for. Instead, I was sent a demand later on 1/18/2023 for $8,026.26 for their services rendered, or a lien would be placed on my home. As the consumer enlisting and entrusting in the service providers of **** Davis, I was confused, baffled, and bullied to pay the invoice in an effort to salvage my home and not face any legal prosecution. With the knowledge of **** Davis of Greater Richmond not rectifying the situation, I had to enlist the services of two different mitigation companies for an assessment of the remaining damages, in which it was also identified the work done by **** Davis of Greater Richmond was incomplete.

  Business response

  10/26/2023

  To Whom It May ******************** am writing in response to the BBB complaint filed by **************** regarding the services provided by **** Davis of Greater Richmond in June and July of 2022. We take all customer feedback seriously, and we want to clarify our perspective on this matter.

  
  Upon reviewing the complaint and the details provided, we firmly assert that our team acted professionally and diligently in addressing the issues. While we understand ******************** concerns, we believe that the following points need to be addressed:

  
  Completion of Mitigation: Our crew, led by *******************************, performed the mitigation work as agreed upon, including drying, removal of water-damaged materials, and mold and mildew treatment. We stand by the quality of our work and the completion of the job according to industry standards.

  
  Food Loss: We were unaware that your freezer was unplugged during the service, and we regret any inconvenience this may have caused. However, since we did not receive any notice about the freezer being disconnected and, therefore, could not have foreseen the food loss. Food loss and spoilage should have been reported to your carrier for compensation.

  
  Insurance Claim Delay: We provided all necessary documentation to your insurance company. Any delays in funding were beyond our control, and we cooperated fully with your insurance/public adjusters throughout the process.

  
  Communication and Resolution: You were sent correspondence after your claim with instructions on how to submit our invoice to your insurance carrier on 7/18/22, 8/18/22 and then a final notice of potential escalation on 10/19/2022. We did not receive a response from the emailed or mailed statements and letters that were sent to you. We did receive, on 7/6/2022 a document attesting that the job was completed to your satisfaction. We then further received a perfect customer service score on a follow up survey. Payment in full was affected on 1/30/2023 and we consider the matter closed.

  
  Demand Letter for Payment: Any demand for payment was sent in accordance with our standard procedures. We sent several statements of account and a full packet of information prior to issuing the demand letter. We are committed to resolving any outstanding issues professionally and amicably.
  We firmly believe in the quality of our work.

  
  Sincerely,

   

  *******************, President

  **** Davis of Greater Richmond

  
  

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