Complaintsfor24/7 Flood & Fire

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is concerning claim number 47-19J5-57D regarding my mother and father's home at *************************************************************************** ("*************************" has requested me ******************* her son to represent her) however, after being the sole representative and main communicator, the company has now refused all communication with me in reaching any type of resolution concerning this claim. After 4 different contracts, all with different labor costs/square footage and material billed and agreed I would purchase all supplies and do all the texture/paint labor, also install all shower/interior/mirrored doors. It wasnt until I got the go-ahead from ***** to perform the work that I noticed only a portion of the drywall was installed as they had taped/mud over the existing wallpaper making it impossible to texture, I called ***** to explain, and he said it would take him a week to redo. The following week ***** mentioned the shower could not be installed because of a window and he prompted a solution by having one built. I told ***** "you are the professional, you know what you're doing, just make it look nice and the only stipulation there to be shelves built-in". There are no shelves (***** later installed suction cup racks) and looks like a **** locker room shower, (after research ****** informed us the insert could be modified and it would work). All flooring, toilet, and vanity need to be removed to replace the subflooring (as it appears to have never been replaced because its super soft) most of all walls and medicine cabinet trim need to be replaced because of poor workmanship. Multiple minimum labor overcharges include but are not limited to paint labor (no painting was done), heat/vent AC labor (only slipped on floor heat registers) mirror/shower door labor (I installed all doors). We have several estimates between $6,500-$7,500 (not including tax) of rework needing to be done. They have also threatened a lien on their home if not paid in full.

  

  Business response

  03/30/2022

  It is our belief that ******************* is filing this complaint, and others in an attempt to remove his mothers responsibility for paying for services rendered. 
  
  To start, ********************* is the insured, the owner of the property and is the signee on our original contract for the start of the project. To date, we do not have any documented request from his mother ***** that Nate would be representing her for mitigation, repairs, negotiations or any other aspect of this loss at her home. Since Nate was doing some of the repairs himself on Kathys home we worked with him but when he became verbally abusive during several documented rants to staff and crew we discontinued communication with him and worked directly with *****. 
  
  We made several attempts to come to a resolution for this claim, but unfortunately most of the concerns brought to our attention were not within our agreed scope of work.  When ***** retained legal counsel and filed an *** claim we answered that promptly and have yet to receive a reply to our response as outlined in the *** requirements.  Everything in this complaint is addressed in our *** response.
  
  The shower repair complaint is irrelevant as line items for this work were deleted from the scope during the many rewrites of the scope with Nate.  ***** has not been charged for the shower surround that was installed.
  
  When working with Nate, the scope of work changed many times as he decided what projects he would take on, with that came the changes in costs, square footages and materials. Labor minimums are an accepted part of the insurance industry and auto populate with various line items.  All labor minimums on the estimate were approved and paid out to ***** by her insurance company. This is what we are billing for, no more and no less. 
  
  In an attempt to resolve this situation, an offer was made to deduct $1,500 from the final invoice as an act of good faith to rectify the situation and bring this mater to a close.  This offer was rejected by Nate.
  
  We are now asking to be paid for work performed by us that the homeowner ***** has agreed to, the insurance company agreed to and ***** has been paid for. 
  
  Thank you.
  If you have any questions, please let me know.  
  

  
  

  Customer response

  04/01/2022

   
  Complaint: 16816367
  
  

  Good afternoon ****** this is ******************* and I have attached my response letter with concern to 24/7.

  Thank you

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

  Customer response

  04/07/2022

   
  Complaint: 16816367
  
  
  

  My complaint has zero regards in relinquishing ***** LaBays (my mother) financial responsibilities for services rendered. The reason I am helping ********************* is she had asked me to help her as she has no time, shes 73 years old overwhelmed in a full-time job and also having to deal with my fathers health condition. Because I know a little construction, she felt I would benefit her in dealing with the 24/7 and to assure she got the best work possible; however, the work performed has been poor at best and resulted in extremely poor workmanship. 

  
  I understand ********************* is the insured and she is the property owner; however, from the very start of the project I was solely in charge of all repairs concerning mitigation and negotiation, and all payments had been drawn from my account, at no point did 24/7 or any representative of 24/7 require written notice of my involvement from *********************. Only after my repeated questioning concerning the contracts 24/7 decided to remove me as Kathys contact person. After the first contract was drawn with the idea and approval from *********************** (***** LaBays State Farm representative) in order to save costs, I informed them I would be installing all doors, and texture/paint the entirety. At no point was I ever verbally abusive towards any members of 24/7, in addition I am currently in ******************************** student striving to obtain my ********** of ********* Arts in the field of Social and ****** Services. Moreover after numerous conversations with *********************** she has informed me at no point did I ever raise my voice or become verbally aggressive or abusive, verbal aggression is not and has never been in my nature as I always try to be respectful to others for the fact I have acted on behalf of my mother. However, after the second contract was drawn, I questioned the amounts to ************************ that I was concerned with the manipulation regarding increased square footage and over charge labor. ***** had called **** (estimator) which he then texts me threatening to walk away and force ********************* in finding a new contractor, moreover **** was the one who was verbally aggressive towards me. I then called *********************** (President) expressing my concern of the contract manipulation and to try to resolve this issue as we had already paid for all mitigation, and it would result in more money out of pocket for a new mitigation through a new company. During that conference call with ***** and ****************** acknowledged the contract over charge, admitted the mistake and agreed to construct another contract resulting in an additional change order.

  
  When the time came for me to texture and paint the new drywall only the approximate 2 feet of drywall removed for the drying process was replaced and they had taped and mud over top the original existing wallpaper. It is not an unreasonable expectation for a person to be irritated after being charged for material but never installed, for wasting my time traveling to Auburn from *******, this also demonstrates the corners cut by 24/7. When I called ***** (supervisor) to inform him I could not texture or paint over the wallpaper because it would bubble, he verified the job was not done appropriately, performed a material count and told me it would take him an additional week to have the remaining drywall replaced. ***** then called me early the next week informing me after ordering and delivering the desired shower insert to the residence, (ordering and delivery to the residence was also mentioned in ***** response letter to Kathys attorney), ***** stated, the shower insert would not work due to the height of the insert and the existing window. Moreover, after *********************, *********************** and myself talked to the pro-desk at Lowes (where **** said he ordered it from) informed each of us it would have been no problems customizing or modifying the shower insert to fit around the existing window.

  
  There was no expectation of any work other than the agreed scope of work to be done; however, we were not willing to accept the sloppy and unfinished work performed, we only wanted some of the work that was performed to be redone because of the unacceptable quality and poor workmanship. To reiterate the sloppy and poor workmanship of the work performed include but not limited to, ceiling trim split and covered up with spackle, dry rotted door frame, pieced together trim and unmitered corners, excessive glue around the shower enclosure, door trim around the medicine cabinet was installed then with notches cut out so the medicine cabinet door could actually open (exposing unpainted raw material), bathroom floor unstable and extremely soft (now requiring the toilet, vanity, flooring and wall trim to be removed in order to fix the floor), dings scratches and nicks throughout the bathroom from carelessness with materials handling, just to name a few. We have tried everything possible in coming up with a resolution that we can all agree on. I also requested *********************** to conduct a walk-through of the property so he can see for himself the poor workmanship his company had provided; however, he had refused my request, his only concern was if weve fulfilled our contractual obligation and addressed all customer concerns (per ***** text to me on Friday, November 5 10:48 AM). Based on what I have provided, clearly not all customer concerns and contractual obligation have been addressed. See pictures provided.

  
  ********************* has always had legal representation and she chose to utilize their service because 24/7 had become unreasonable, then sending out a letter to ********************* threatening to put a lien on their home for nonpayment. A response letter was not sent to 24/7 because *********************** agreed to help mediate a resolution based on 24/7 refusal to talk or mediate with me. During *** Robinsons mediation attempts, an agreement was made in settling the contract for $1500 based on the excessive rework required and because there is approximately $1500 worth of additional minimum labor overcharges (which I believe State Farm is entitled of reimbursement for the minimum labor overpayment, not *********************), only after I agreed to pay the amount requested, 24/7 had insisted there had been a miscommunication and I was informed they meant only a $1500 deduction from the final amount owed, which that amount only covers the minimum labor overcharges and does not include the excessive rework needing to be done.

  
  The insurance company did issue checks for the allotted amount; however, 24/7 should not be entitled to the remaining balance based on ********************* having three estimates ranging between $6500- $7500 (before tax) for completion of the rework needing to be done. 24/7 should be held accountable for their poor performance and should not deserve the remaining balance just because the insurance company issued checks, moreover in adequate uncompleted work should not be rewarded the entire amount.
  

  
  

  
  Sincerely,
  
  *******************

  Customer response

  04/08/2022

  I have attached the letter ***** LaBays attorney sent 24/7 Flood and Fire, I will forward their response letter in a separate email. 
  

  Thank you 
  *******************
  

  
  

  Customer response

  04/08/2022

  The pictures concerning the trim were 24/7's second attempt at redoing their work.

  **ABOVE QUOTE TRANSCRIBED OVER THE PHONE**

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩