Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/30/2025

  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.

  We had water damage to our home in March 2023 and were assigned to Paul Davis Restoration (PDR) through our insurance claim. What was supposed to be a 6 week job ended up taking 6 months, mostly do the unresponsiveness of PDR. The job was finally finished in September ******************************************************* fall 2024. I have reached out to PDR 7 separate times via phone, email, national phone line to problem solve and move towards resolution. I missed a call back the first time I reached out and have since not heard back at all. They are no longer taking my phone calls and emails and have gone completely radio silent. We are currently living with crumbled floors and are stuck with the damage that is the result of their labor.

  Business Response

  Date: 01/31/2025

  Hello ******, 

  Thank you for your message! We have left a voicemail on the phone number that you provided and we hope to receive a call back from you in regard to your claim. I do not have anyone in our system under your name and your address is outside of our service area. Please give us a call back at ************* and ask for ***** or **** for assistance.  

• Initial Complaint

  Date:09/15/2024

  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.

  I am the owner of 1 of 3 condo units damaged in the ice storm this January, specifically 1/15/24. **** Davis was contracted to repair all 3 units at the end of Feb 2024. It is now Sept 15th, and the work remains unfinished in all units, we are now in the 7th month of waiting for work to get ******* addition to months of unwarranted and unexplained delays, the communication from anyone at **** Davis has been awful. Neither **** ***** nor ****** ******* (the project manager and his supervisor, respectively) have been remotely professional or timely with answers to our requests for information.All 3 of us owners are exasperated and frustrated with the lack of follow-through, timely communication, or even basic professional courtesy from **** Davis. Repairs are delayed week after week, month after month, with little to no explanation. We are all concerned if **** Davis is able/willing to follow through on contracted repairs, and we are all losing money as the units are not ready to be rented or sold.We have communicated our concerns repeatedly to both **** and ******, many times, escalating this issue there and asking for help to get the project finished since June. No one there seems to understand the severity of the situation, and they continue to drop the ball on issues previously discussed and agreed upon.Please, please help us get this project to a successful conclusion, as neither **** nor ****** seem able or willing to do so, or even communicate what's going on in anything resembling a timely manner.

  Business Response

  Date: 09/17/2024

  Greg,

  We apologize for the lack of communication with our team and this is not the Paul Davis standard that we train our teams to.  Upon receiving this notification, I called and we spoke regarding the frustrations you have experienced with this project.  Since then, the Project Manager has emailed you a timeline for completion for your unit.  The other owners for the separate units will be contacted separately to discuss their project(s).

  I appreciate the feedback that was shared and we are committed to completing this project and will continue to stay in touch with you until the completion.

   

  Maria Surgnier

  General Manager

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22290051
  
  I am rejecting this response because:

  After speaking on the phone with Maria this Monday morning, I was encouraged that she took the issues on this project seriously and was committed to getting them resolved.  I also heard from Nick, the director of construction, who assured me he would be following up daily with the project manager to make sure this project stays on track to completion.

  Unfortunately, the schedule of repairs communicated by Mike Brame (project mgr) this Monday and Tuesday were, again, not followed through on today (Wed, Sept 19th.)  Neither Brad's unit (#7) nor mine (#9) had the itemized list of repairs performed that were detailed via email as being scheduled to be completed today.  Furthermore, I have no confidence the flooring in my unit will be done tomorrow (Friday) as communicated via email either.

  I've spoken to Maria twice more, on Tuesday and today (Wednesday), who continued to appear understanding and motivated to fix the issues we owners have all experienced on this project.  I've further forwarded details to her and Nick this evening about the lack of follow through Brad and I discovered today.

  So far, the people who receive our continued requests for help at Paul Davis all sound understanding and conciliatory.  They all give assurances that the issues will be fixed, and their team will provide updates.  Unfortunately, the follow through continues to be lacking, and simply providing a repair schedule does not fix this issue, if that schedule continues to come and go without any word from anyone at Paul Davis, which is what we've been suffering through for months now.

   

  Sincerely,
  

  
  Gregory Birger

  Business Response

  Date: 10/01/2024

  There has been on-going communication with the property owner since this was elevated to address the delays and to get the project back on track, that includes as recently as today.  Today, we have someone going to the property to look and fix the loose cable. An email to the property owner has a request to meet on site for a final punch walk.

  We are committed to getting this project competed and while we apologize that this has been his experience, we are also appreciative for the feedback so that we can coach and train new employee(s).  The delays and lack of follow-through and communication is not acceptable to us and we are committed in making this right.

   

   

   

   

   

  Customer Answer

  Date: 10/05/2024

   
  Complaint: 22290051
  
  I am rejecting this response because:

  The promised project completion date of 10/4/24 has come and gone, with no word from anyone at Paul Davis.

  Despite frequent communications with either Bernie, Mike, or Nick (the project managers and the reconstruction director) over the course of the past 1-2 weeks, Paul Davis has managed to once again fail utterly at both completing the work promised, or notifying anyone of a change in schedule.

  It is clear the problems at Paul Davis run deep, and all the way to the top of the leadership.  Representatives of Paul Davis have demonstrated via their actions they will flat out lie, invent, and do just about anything other than completing the work they have committed to.  They know how to present a conciliatory and apologetic face, taking ownership of their mistakes at a superficial level, yet doing nothing to improve their ongoing pattern of missed commit dates and no communication.

  I *strongly* urge all potential customers to avoid doing business with this company at all costs, even if a competitor's bid is higher, it will likely be cheaper to do business with a company you can trust, instead of this utter mess of a disaster that is Paul Davis.  Steer clear.

  We will now escalate this issue further by contacting Paul Davis corporate, the Oregon Contractor's board, KATU news investigative team, and the Oregon State Attorney General.

  Sincerely,
  
  Gregory Birger

  Business Response

  Date: 10/08/2024

  We are really truly sorry this has occurred and we have had on-going communications with you and the other unit owners to finish the projects.  This is not the way we do business. We are here to listen, talk and make amends. 

  We appreciate your feedback as we seek to listen and learn more about how we can perform better in a difficult situation such as this.   We are in the process of arranging an in-person meeting at our office to discuss and look forward to meeting you soon.

   

   

   

   

   

• Initial Complaint

  Date:07/21/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  My wife and I have messaged, emailed and left voice mail seeking a resolution on a couple problems with unfinished work and poor quality work on a couple of different things that I want fixed, as well as damage to my house with a delivery truck picking up a shipping container. We have not been able to get a resolution as ***** who is supposedly the manager absolutely refuses to return text messages emails or voicemails. We have made multiple attempts to contact him all go ignored. We had well over a $100,000 remodel. Yet we are getting ignored over a couple hundred dollar fix. Majority of the work was good and my house is beautiful however, their lack of follow-through and unwillingness to fix a few small issues has led me to filing this complaint.

  Business Response

  Date: 07/23/2024

  I apologize for the open items that remain along with the damage caused by container company that damaged your gutter.

  Upon receiving this notification, the Director of Construction was notified and immediately contacted the Project Manager.

  I have read the email the Project Manager sent to you on emailed Monday, July 22nd, where he requested to schedule time with you to look at the damage so we can schedule the appropriate number of workers to address all issues.  If you have not done so, please respond to his email or call him to arrange a date and time that will work best for you.

  In the meantime, should there be any additional issues that come up please contact our office at ************ for resolution.

   

  Respectfully,

   

  ***************************, MSM

  General Manager

   

  Customer Answer

  Date: 07/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find this acceptable and look forward to these items being fixed and getting resolution. The house truly is beautiful and I am looking forward to putting this entire thing behind us. 

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

• Initial Complaint

  Date:03/15/2024

  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.

  We hired **** Davis to do water mitigation, demo and install a ********* TPO room membrane on our building 2.5 years ago in October 2021. The roof was installed by a subcontractor who was not qualified, the roof leaked and had several patches before it was ever completed, it is leaking now, and the 15-year factory warranty on the material is voided because neither **** Davis nor the subcontractor were licensed and they did not follow the proper steps to obtain a factory warranty. We discovered the roof leak on 2/6/24 and **** Davis was responsive when I called because they felt the damage could be attributed to weather, but the insurer, Liberty Mutual, has conclusively denied the claim with an engineer's report citing Ponding water, separated seams, inadequate drainage and poor installation to back them up. **** Davis has not provided a plan of action that includes repairing the membrane with a factory-certified contractor who can give a factory warranty, and repairing the damage to the ceiling below that was just installed when the roof was put in 2.5 years ago. It has been over a month and this damage has had a catastrophic effect on our ability to rent the space to an incoming tenant who was with us doing a walk-through when the leak was discovered. They are removing the dry-out equipment tomorrow, they have a big bill with our name on it, and no resolution on site. We were not able to collect rent from our incoming tenant this month because the problem is still unresolved, and we may have to refund last month since they have not taken possession due to the damage. They can't even get an active policy with the roof leaking. If this was an insurance claim we would receive loss of rent, we want those damages from **** Davis pending the liability resolution. If they refuse, we plan to take this to the highest level. We hope this step will prompt them to get a ********* licensed Applicator to come and fix the roof, and get the rebuild on the schedule.

  Business Response

  Date: 03/28/2024

  TO: BBB
        PO Box 191279
        *****, ** *****
  
  RE: *************************
  **: ********
  
  March 27, 2024
  
  
  Dear ******,
  We have received and reviewed the complaint from the customer.  
  
  Our Director of Operations has been having active discussions with the property owner.  The roof is outside of its warranty period and per the engineering report, the roof was not maintained properly. The dollar amount that the property owner has proposed exceeds what it would cost to repair a roof leak.  
  
  Because we are a company that cares about our reputation in the community, we want to help make this right.  We have asked the property owner to obtain three bids and we will come to an agreement with the property owner based on the bids to help pay for the cost of the repair.
  
  
  
  My best,
  
  
  
  ***************************, MSM
  General Manager
  

  
  

  Customer Answer

  Date: 03/30/2024

   
  Complaint: 21436722
  
  I am sorry but I cannot accept this statement because It is not accurate.  I was prepared to leave a different message until I read this reply.  We are very discouraged that **** Davis would take this tactic. 

  I have not ever spoken with the person who wrote this response and we have NOT proposed any figures for the cost of repair yet because we still have not identified the problem conclusively.  We are still trying to get a factory certified expert to assess the problem, and I am almost there.  The subcontractor who installed the roof failed to provide the maintenance service on the roof for the first 3 years that he contractually agreed to, and we didn't allow our tenants on the roof so we could avoid traffic that would lead to damage which might compromise a warranty.  **** Davis provided zero maintenance advice or service prior to or post installation, and they did not contact ********* to activate the product warranty upon completion of the job.  Now we know that they were not factory qualified to install or maintain the roofing system so there was no factory warranty. 

  **** Davis informed me that the repair of the roof should cost $11,000, and then told me to get estimates to repair, but they have not provided any documentation to support the figures that they were discussing.  If we have to have the ** units moved again it will cost over $7,000 alone.  There is also insulation and a ceiling below part of this loss that was just installed after the *** roof which is leaking. It would be very helpful if **** Davis supplied any information they have on cost and the cause of the problem so I can compare it. 

  They claim weather, but a liberty Mutual contracted engineer has indicated with a robust report that the cause is poor workmanship so Liberty Mutual has denied coverage and advised us to pursue damages against **** Davis's insurance. Furthermore, the ********* *** roofing material and project as a whole would NOT be out of factory warranty IF **** Davis had used a certified applicator and we would be fully covered for the damage that has occurred IF it is product failure.  Each ********* project is assigned a number and tracked for future warranty support so all you have to do is call in.  All things that a certified installer or subcontractor should know. 

  We have contacted the lead certifier in the *************** for the ********* *** product that **** Davis's subcontractor installed, and he is going to help us find someone who can propose a repair that will hopefully allow us to access the full factory warranty that we are ***********, a minimum of 15 years, or the next best repair under factory guidance.  This warranty was one of the key selling points by **** Davis and we were entitled by law to have a qualified applicator do the installation so that we could be protected by the warranty that was promised when **** Davis sold us on the out of pocket *** upgrade.  We are *********** be made whole with the roof we paid for, under factory warranty, and the ceiling space below should be left in pre loss condition just as if **** Davis was doing the job with an insurer paying.  The job needs to be done correctly to the standards that we paid for.  We are only asking for what we were promised and guaranteed.  We are asking **** Davis to do the right thing so we can be made whole.  We will gladly close the complaint and share our positive resolution if we can reach that objective.  

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

   

  Customer Answer

  Date: 03/31/2024

  This is a direct reply to the statement in Paul Davis Restorations previous response where they indicated that the ***** engineering report had concluded lack of maintenance was a contributing factor to the *** Roof leak.  Please find the attached "Conclusions" statement found on page 6 of the ***** engineering report that Liberty Mutual ordered to determine the contributing factors to the *** roof failure after only 2 1/2 years.  Lack of maintenance may have been mentioned in the body of this report, but it is not listed anywhere in the Conclusions statement where the cause of the failure is discussed.    

  "Conclusions
  Ponding water is above the northeast side of the restaurant. While a gutter is
  along the east side of the roof system, water is not being directed to the gutters. Since
  the slope of the roof does not properly convey water to the gutters, water is permitted
  to pond over the roof and eventually find its way through gaps and cracks in the
  membrane. These imperfections include separated membrane seams and scratches
  throughout the roof covering. Because the roof covering is approximately 2 years old,
  the gaps are not consistent with age-related deterioration. The separated seams are
  consistent with inadequate installation. The linear scratches are consistent with
  inadvertent man-made damage. Water is intruding into the roof framing system
  through the gaps and cracks in the roof membrane. Ponding water on the roof is due to
  inadequate drainage. The water intrusion is not caused by any storm-created openings.
  Summary of Conclusions
  In summary, based on what is known at this time, I am of the opinion that:
  Water is intruding into the roof framing system through the gaps and cracks in
  the roof membrane.
  The water intrusion is not caused by any storm-created openings.
  This report is based on information known to Donan at the time the report is
  issued. Donan reserves the right to amend or supplement this report if additional
  relevant information becomes available."

  Sincerely,

  ***************************** MBA 

• Initial Complaint

  Date:01/26/2023

  Type:Order 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.

  Company did not complete job and warranty work. Put a lien on my home and over charged. They did a poor job and will not reply to complete work.

  Business Response

  Date: 02/10/2023

  The customer moved back into her house before all repairs were completed due to her alternative housing allowance expiring. The insurance company could not extend the additional living expense.  Many of the items she is said were warranty, were actually due to wear and tear while living in the home as construction was being completed. A lien was placed on her home because she was withholding significant funds after majority completion of construction. There was not good communication from the customer and we were concerned about the eminent completion of the project, and not sufficient payment.  The history of the project had some shaky moments and our trust was low at the time.  She did not have coverage enough to pay for all expenses so financial concession was given in lieu of a warranty.  We did all we could for the customer given the challenging circumstances. 

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18903088
  
  I am rejecting this response because: facts are untrue and a defamation of my character. 

  Alternative housing expired due to the extended length of time Paul Davis restoration took to start and finish the rebuild process. This was due to **** Davis admittedly taking on more projects than they could handle at one time. Living in a home that was promised to be be completed by the time we had to move back in was a huge strain on me and my children. I had to constantly find childcare or call out from work while workers were there attempting to complete tasks that absolutely should have been already done. It caused a great deal of daily stress that affected me on many fronts.
   I am not aware of asking **** Davis to repair any issues that could be considered wear and tear. If so i would like an itemized list of these repairs.
   **** Davis confirmed with me that the lein was placed due to a time-line they had almost surpassed due to the length of time they took to repair my home and they had no choice but to file the lein because they could not file it past a specific date. They did this after a very long standing relationship with zero communication with me to try and resolve any negative issues that *** be at hand. 
   Funds were held by my insurance company due to them witnessing unsatisfactory and incomplete work while doing an in person inspection of my home. They insisted **** Davis resolve the issues before they would release this check.
   Over a three year period i was always available by phone, text, email or *************. I often had to adjust my work schedule to meet them on site so it was convenient for them and make sure i was never the reason work was being held up because i knew how behind everything was and was extremely worried about how the consequences of their actions were going to affect me. Their schedule was always ever changing and unreliable. 
   If there were any shaky moments it was due to **** Davis's inability to hire experienced employees and retain in house workers and project managers. The ever changing managers and employees created a huge strain on my life and the project. It caused many things to be forgotten or just never get done. I continuously had to step back in and try to make sure things were not forgotten because there was no clear communication between the constant changing of employees. 
   I never gave them any reason to question my trust. I was a single parent that was doing my very best to get through a horrible situation and i was at their mercy and they knew it. They took advantage of my kindness and then abandoned the project as soon as they decided they no longer wanted to deal with the mistakes made by their employees. This company continued to put the rebuild of my home on the back burner for far too long and continued to apologize for it throughout the entire project and i ended up having to deal with the consequences. The only reassurance I had that things would get completed and done properly regardless of the length of time was **** Davis and its employees continuously reassuring me they would follow through with all warranty work or missed items. They had done warranty work on past projects well past the one year time-line for past customers and after everything they had put me through they would not abandon me. 
   We never did a final walk through where i signed off on a finished project so i had no way of knowing what the warranty time-line was. I asked all managers over emal several times for when they considered the warranty time to have started because they still had things to do at my home regardless. They never responded. 
   They were very aware of issues with my flooring and agreed to address the issue. Instead they put a lein on my home collected the money and then refused to communicate and come finish work they had known about for months prior and agreed to fix. 
   The stress this company has put me through while already experiencing a tragedy and trying to rebuild me and my children's lives and create some type of security for them is unbelievable. It continues to eat at me every day and has caused mental,  emotional, and physical issues for me. I will never be the same. 
   This company needs to come fix the warranty issues in my home so i can finally move on and close this chapter of my life.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/07/2023

  After being notified by the insurance company that significant funds were released to the customer and the customer was not willing to pay us,a lien was placed on her home. The lean was placed due to low trust at the time.  We are unaware of insurance funds being withheld due to unsatisfactory work.  We maintained a positive relationship with the insurance adjuster(s).

  
  Customer was satisfied with the flooring at the time of completion.  We even spent significant amount of time to customize a former wooden floor vent to fit the new type of flooring which was outside the insurance scope of work.  

  
  On multiple occasions we went to customers home to complete the list of punch work she previously provided, and she would provide a new list.  We have photo documentation evidencing the work completed.  We have follow-up documentation of the changes within the home after customer moved back into her home.

  
  Customer expressed wanted construction to be completed and our work to be done. We had a final completion meeting of 2 **** Davis Representatives with the customer, at which time the customer accepted financial concession in lieu of warranty or any further work.
  

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Company did not finish warranty work they were informed of.

• Initial Complaint

  Date:01/24/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  Paul Davis restoration did not follow through with warranty work that they were notified of.