ComplaintsforPanhandle Cleaning & Restoration Inc.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Panhandle came in September 2023 to give us estimates and tell us what our home owners insurance would pay. They got the home owners check. Cashed it. We added something on that we will be paying out of pocket which they’re already taking payments monthly. It’s been over 9 months. My husband and I have talked to them numerous times. We’ve asked what’s going on and when is a start date. We are told that the ground has to be okay from the winter so the gutter machines can get in the yard. Well it is June. The ground is just fine. No one will give us any answer. They obviously stole off of our insurance company which I made my agent aware in an email today. Will be calling the claims department Monday letting them know panhandle cashed the check last year.

  Business response

  06/17/2024

  This is very sad to be threatened that anyone stole his money.   The insurance check did not even cover the down payment, so we took that check and I nicely agreed to allow him to pay the balance in 25 monthly payments.  You can see from the signed contract we stated taking payments so that we could get up to the down payment amount and then schedule the work.  We are now in the process of working this job into our schedule.  No one has done anything wrong, and I am not going to be slandered by a customer that I am trying to help out.  I am betting if I return his money and have him find another contractor he will have a pretty hard time finding someone that will let him pay a balance over a 2-year period. 

  I will gladly work with our production team to get him a date for the work asap, but I am willing to refund him and let him find someone else also if he can't wait. 

  Customer response

  06/18/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and I QUESTIONED if it was theft because I do not know. Like I said, I’ve already talked to my insurance agent. I’m not even talking about the work that needs done that we will pay.

  We would like done what the insurance has already paid for. And my insurance agent told me this claim was actually in June of last year. If you don’t have our agent’s info, it can be provided. I have never said anyone stole anything.

  I WANTED to know if it was theft. If you could read the whole thing again please. Please call my husband to get this resolved. This final decision will be up to him, not I.
  

  Thank You,

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

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called Panhandle for and estimate for personal property cleaning after a fire in June of 2020, instead of just doing an estimate they packaged, transported, cleaned and stored my belongings without me or my insurance authorizing the work, they then sent a billing statement 7/29/2020 for the sum of $8,832, on 8/6/2020 they sent the work authorization form which I felt compelled to sign due to them having possession of all of my personal property, my insurance payed most of the balance leaving $957.44, I called and spoke to the estimator i had been dealing with Nichole ****** and was told that I did not owe this balance and that she would rectify this with the billing department, i continued receiving notices and calling her back for appx 6 months, i stopped receiving notices and thought the issue was resolved, until yesterday when i received a call from Panhandles billing department where I was told I needed to pay the $957.44 or it would be sent to collections, I payed the alleged balance for fear of damaging my credit

  Business response

  02/28/2024

  I will look into this issue.  We have hired a new accounting position to look into open accounts that were never paid.  If you would remove this complaint I will be happy to send you a refund for the amount you just paid.  I appologise that your old account got picked up.  I will send an email to process a refund to you. 

  Customer response

  02/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

  Business response

  03/19/2024

  We could not process the refund back to the card.  We mailed a check out on Friday the 15th of March.  Please give it a few more days and you should be receiving your refund. 

  Customer response

  03/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2022 we hired Panhandle cleaning and restoration to address a mold issue we had in our attic. We received an estimate that was not a price break down but a footage breakdown with a total cost. At the start of the job we wrote a check for almost $13,000. After they started the job I was going back over the estimate and realized, we were charged for things that they were not using so I contacted the manager that provided the estimate and requested a Price breakdown so I could see how much we were actually charged for these items. We asked to put the job on hold until we could get a new revised estimate and discuss some concerns. They did not protect the inside of my home from the mold by covering my floors so when they were in the bathroom working and leaving it they tracked the mold spores through my entire home, they didn't wear the ppe gear they billed for etc. We did get a revised estimate. They removed entire ceilings which didn't need removed, they removed ALL insulation from the attic instead of just the wet and they did not spray to KILL the mold only painted over it. Since Dec 2022 I have attempted to get them to fix the problem as I still have mold in my attic and they will not return my calls, texts, or emails. They are billing us for an additional $14,500 and the estimate was only $14,100 Total and we already paid almost $13,000. I have all emails received and sent as well as the bill they keep sending and recorded phone calls explaining that we still have mold and they were paid to remove it. We have also had to replace all the insulation they removed costing $5,000 as well as hire to have new drywall ceilings put up in both bathroom they removed totally $3,000. We have made purchases ourselves of chemicals to kill and clean up the mold as it has spread into the interior of the home where it was not before. We have had 2 different contractors and 1 mold cleanup company look at the job. There is No leak, New roof installed 2020.

  Business response

  02/27/2023

  We sent a division Manager to meet with this customer last Thursday 2/23.  We have found the issue leading to some of the reoccurring problems.  We are working on a cost and will be getting back with the customer to remedy the situation.  We will continue to work with the customer directly. 

  Business response

  08/02/2023

  We did return after this last update and I sent a construction manager to look at the issues.  They are scheduling to address any outstanding complaints with the customer. 

  Customer response

  08/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We are still waiting to get things complete and of statisfaction to the business managers at this time that is agreeable without causing additional issues 
  Regards,
  
  Cristy *****

• Initial Complaint

  02/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We had ground water come in to our basement on 7/17/22 due to a storm. About half of our rec room had wet carpeting and a fourth of the concrete floor in laundry room had a slight amount of standing water. We called Panhandle to dry out the area affected. On 1/9/23 we received a voicemail from Julie ******* saying payment must be received immediately or be turned into collections. We contacted her back and advised that no billing was sent to us. A general invoice was emailed to us in the amount of $4566.04 which was extreme for the work performed. We requested and received a more detailed billing on 1/26/23. We called and disputed charges on the invoice that were not performed and/or over billed, including not removing all baseboards as billed, not reinstalling any of the boards, no contents or furniture moved by them, nothing was blocked or padded, minimal water was extracted but was billed for the full area measurement of the rooms, even though only half the area, at most, was affected, no anti-microbial applied and no carpets were cleaned or deodorized, excessive equipment billed that was not used: 24 air movers (4 used) and 6 dehumidifiers charged (2 used). We received a revised invoice on 1/26/23 via email in the amount of $3541.04. There were still excessive charges included. When we emailed back 2/8/23 and noted the remaining excessive charges, we were told no further adjustments would be made and they would turn the account over to collections if not paid by 2/14/23.

  Business response

  02/24/2023

  This is a billing dispute.  I have looked at the billing and it is correct.  The items we were told originally not completed were removed.  We then sent a revised invoice, and we still have not received payment.  There is nothing else I can do but turn this over to collections as a service was completed and not paid for.  If the customer wants to make a reasonable offer I may work with them to resolve it but not going to be a substantial discount at this time. 

  Business response

  03/21/2023

  We have received your payment that you deem as fair.  Your already reduced bill was 3541.04.  you sent us a payment of 2500.00.  I do believe we had addressed your concerns when we removed items from the first round of billing in trying to get this settled.  I would propose you to send us another 500.00 and I will reduce your bill another 541.00.  I will call your account paid in full if you can agree to get this resolved.

   

  Thank you, 

  Customer response

  03/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The way they were with us on the re-doing our kitchen/bath and the way they conducted their laboring. No response from project manager, the owners of the business would not even return phone calls or emails sent from us. The no-shows with my husband & myself missing work(burning our vacation days with them not showing) Changes made on their end to products we were told we were approved for, then finding out we were not approved) destroying original woodwork and not saying a word about it (my home is victorian style built in the 1800's and they being careless and disgarding the woodwork that was not damaged at all) they had no answer except their workers didn't pay attention) We were told they would not start demo untill we had EVERYTHING in their warehouse so the project would be done in timely matter. They had nothing on hand when they decided to demo out kitchen and bath. They literally dropped 2 floors in our basement(that was totally painted with dry-lock the summer before they came in October. They did not put any plastic down to catch any of the debris. It was laying in basement for days and they were told by us we wanted it cleaned up and they were told about basement being painted and the things that were covered with boards,nails & filth. They had nothing to say to us on why they would do this. Told us all of our appliances would be put in a storage pod and instead their warehouse and everyone of our appliances had some kind of damages.(stove dented in at bottom, washer fabric softner broke off, scratches on all our stainless steel appliances. Then brought back to our home were about 25 totes that I had to pack up without telling or asking if it were okay. our entire dining room was filled and we had a cluster of totes invading our space. it took them well over a year(I am thinking 14 mos) to complete our kitchen. They came back over 6 times with the finishing material and 3 times didn't have the correct things so we played the waiting game again. VERY UNPROFESSIONAL.

  Business response

  01/09/2023

  I am not sure why this complaint was filed at this time. We completed the job on 9/12 and the invoice was paid in November.  We were aware of the alleged damage to the appliances, and we offered a 1500.00 discount off of the final bill and this was accepted by the customer.  I have seen the photos and if the frost on the wall is what has prompted this complaint coming now, I have looked into this.  The cold and wind were record breaking and homes all over the country experienced many issues.  We have seen this happen in new homes that are less than 10 years old.  It is the way the wind was blowing and depending on the amount of humidity and type of heat you have this can happen.  I have attached a photo showing there was insulation in that wall prior to us putting up the drywall and that is the only thing that can be done is installing insulation.  

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The restoration company failed to fulfill the contract and complete services yet they attempted to bill for services not rendered. We came to an agreement on amount owned and we were told in writing all personal property would be returned by specified date with payment exchanged. Multiple items were not returned totaling thousands of dollars, items were also broken and no one has made any effort to replace. We are being told, I’ll look into it- but it is breach of contract and denying someone their personal belongings is theft. We are being given the run around and have paid in full while they make excuse after excuse without producing personal property.  Panhandle sent two kids to perform Hvac work, they damaged the hvac system and caused damage to the home. Panhandle is refusing to verify hvac certification or take an ounce of responsibility for the thousands of dollars in damage caused and added emotional duress.

  We have multiple pieces of Blenko glass broken valued at 387 dollars. Missing clothing -  Four pairs of ankle length yoga pants, two pairs of new balance shoes, one pair kino sandals, four long sleeve shirts, four bras, three dresses, multiple pairs of underwear, two pairs gap jeans, three pair leggings, two pair Capri leggings, three pair Capri yoga pants. 
  Multiple items were removed and not cleaned- we were billed for the items to be cleaned and services were not rendered. 
  Missing tent fly- tent and two of three pole sets returned but the tent was never cleaned, it was packed back with visible dust from fire. The appliances removed were not cleaned, bar stools still have fire extinguisher dust/ chemical on them despite company claiming items were cleaned. 
  Also damaged- multiple cast iron skillets, multiple broken mugs, we are missing sd cards with family images that are irreplaceable.  Bottom line- we were scammed. Items stolen and billed for cleaning that wasn’t rendered.  
  Also missing is a P Buckly Moss Print. 

  Business response

  07/30/2022

  I have been working through the issues and had offered to refund everything in full.  I sent a settlement agreement to *********** husband as requested by him and they both signed it.  Right before that happened she filed this complaint.  I was waiting for this to be withdrawn so we didn't need to go back and forth with answers as the settlement statement they both signed has a confidentiality and non disparagement agreement in it.  This agreement to be executed and refunded requires her to remove the complaint.  I have sent an email to ***** ****** about this with no reply and I do have a copy of the signed agreement.  Our legal has instructed us not to issue refund until she complies with the agreement and removes all public postings.  I did not force this settlement I gave them this option and several weeks later Chris sent it back signed saying they were ready to move forward and then she sent you the complaint.  

  Customer response

  08/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Panhandle has billed for services not rendered, damaged items and attempted to milk our insurance, some may call it fraud. A bill was sent with a line item listed for roughly $600 to clean a garbage disposal. When employee was asked they assured it was being done. However, it is not possible considering we NEVER HAD ONE TO BEGIN WITH.   Items were boxed away and we were charged for this, the boxes easily held 30-40 cans and it was packed with 5-8 cans per box. When employee was questioned we were told “insurance is paying, not you. Jimmy crack corn and I don’t care”.   The issues are overwhelming- another bill reflected charges for a truck to haul away debris…. Yet items were placed in a dumpster and no truck was seen on property. 
  They magically waved these bills but continued to charge for cleaning of personal items- billed for 4 moving vans to haul items away yet one filled 1/3 of way full returned part of our contents. To date we still have thousands of dollars of items missing. Panhandle also claimed that items were to be billed to our insurance as “loss” because they could not be cleaned. The images panhandle attached clearly showed that they had cleaned and damaged the items but they want to pass the bill to our insurance.  They melted a comforter, lost sheets, pillow cases, clothing, kitchen items and to date refuse to pay for the damage and loss they caused.   Two ****** pieces were broken, cookware was destroyed, dishes chipped… the list goes on and on.   At this point I a ready to take an agents offer of presenting at the insurance conference at the ********** later this fall to highlight issues homeowners face when dealing with companies and these issues.   
  
  What panhandle doesn’t seem to comprehend is that they caused multiple problems, damaged items and billed for services not rendered in full.  Items were returned not cleaned as contractually obligated to do.  Video was taken of each box being opened and other individuals were brought in to witness the unpacking of the sealed boxes panhandle returned. 
  Perhaps it’s time to share those videos on a ******* channel.  Let potential customers see first hand the issues. 

  Update 9/2/2022

   Panhandle attempted to bill for services not rendered.  Consumers have the right to know how they operate.  We were billed over 600 for removal and cleaning of a garbage disposal.  I would love to know how they did that considering that we DO NOT HAVE ONE!  They tried to bill 400 each to clean the washer and dryer, neither unit was removed from the home.   They broke heat and air registers, destroyed collectibles, lost multiple sets of bedding, took clothing that never returned and lied the entire time. We also discovered they were under packing boxes to increase billing, I was told that we weren’t paying the bill so we shouldn’t care. It is insurance fraud! I have the video and recording of the conversation with Mike to support this issue.  I am sending it to the insurance commission and requesting a fraud audit. 
  
  
  Regards,
  
  ********* ******

  Business response

  09/06/2022

  We stand by our original responses. 

  Thank you, 

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Panhandle Cleaning & Restoration to clean after a minor fire. The majority of the damage was smoke damage. The fire was January 1, 2022 and Panhandle was hired almost immediately after. The deadline promised was two months. Later, the deadline was changed to JUNE! My parents are the occupants of the house and are elderly. They need to be in their home as quickly as possible. Panhandle representatives have continually changed dates, there have been many days without workers at the home, and those representatives have been caught in multiple lies. ("The painting was finished today." - check house and painting is not finished; "I am picking up your cabinets today" - a company delivers said cabinets to the home two weeks later.) Panhandle agents have also continually exaggerated the deadlines for replacement products to be delivered. The complaint is always that it will take "weeks" or "months" to have cabinetry, flooring, countertops, etc. We have found that to be untrue. We have been able to get the products through outside companies quickly. In addition, a Panhandle rep told us that every item stored in the basement had to be unpacked, inspected, and repacked. They told us the insurance company required it. This was check with our agency and was untrue. This appears to be - like everything else - a way to extend the job and collect more money. Cleaning is/was poorly done. Anything that fall on the floor is left on the floor. Cleaning crew worked for less than 3 hours. When we called we were told they were at lunch. Crew never returned. This list can go on and on...

  Business response

  04/22/2022

  When I recieved this i spoke to my PM and he called the homeowner.  We were told by the owner that the daughter must have written the complaint and that it was not her.  she stated they are completely happy with everything.  We told her we only had a few item to finish becasue we were waiting on the counter tops.  The counters came in this week and we installed them and actually finished the entire job.  The homeowner is happy with the job completed and I am attaching the Cirtificate of Satisfaction that was signed today along with a survey that was filled out about this job. 

  Please let me know if you need anything else. 

  Business response

  04/26/2022

  Thaks for your reply.  Just to clarify our office received the claim on 1/6.  That is not when the job started.  There are many steps to a project like this.  We began with the content and as that was going on we had to write an estimate to repair the home and send it to the insurance for approval.  Once we got approval we had a contract signed to do the work.  The contract was signed on the 23rd of Feb. for the construction work and we could not have finished or promised to finish by 3/1.  I also have a screen shot of a text that was sent to my project manager on last Thursday the 21st of April.  I have attached that photo. 

  Customer response

  04/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Clearly, this exchange can go on and on.

  
  

  First, yes, we are pleased with the kitchen. That does not show that we are pleased with the entire job. Nicole - who not longer works for Panhandle - promised a two month deadline.  Your explanation seems feasible, so I can only assume Nicole lied about the deadline in order to secure the job. 

  
  

  Second, it is now Thursday.  Still no delivery from Panhandle. Tina finally called.  I have attached my own screenshot.  Nick told us the bill was settled last week. If we owe money, that is fine and it will be paid.  It is not acceptable to hold the customer’s belongings without calling to give a reason why. Did Tina call back?  Yes, but that was after we contacted her after three days of no delivery and no explanation. How do we pay a bill we have not been made aware of? 

  
  

  
  
  Regards,
  
  ***************** ***************

*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. ↩