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SmithCo Property Restoration Group, Inc.

Phone: (615) 355-6699

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues2
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
11/16/2015Problems with Product / Service | Read Complaint Details
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Complaint
Wood repair they completed on a porch column did not hold up and they damaged a section of gutter that needs replacing.
In January 2015, Smith Co. Property Restoration repaired wood damage on several porch columns. On one column, the repair did not hold up and the caulk has come loose allowing water intrusion. They came out once to repair it in the spring, but that did not last even a month. They also cut out a section of gutter over the garage during the estimate phase in January, leaving it on the roof. They cut the back out and bent it, rendering it useless. I have requested they replace that section. They sent someone out who merely put up the damaged section rather than replacing it. I have contacted them numerous times over the past 6 months. They keep saying they will send someone out to do these two repairs, but no one has come out. I paid them in full back in January.

Desired Settlement
I want the column repaired correctly and the gutter section that they damaged replaced with a matching gutter.

Business Response
I am very sorry to hear about the issues our customer is having with our Job.

As far as the (1) foot piece of damaged gutter, the customer has already been informed that it is on our schedule to be replaced and would have been replaced this week if it wasn't for the rainy weather that has basically stopped work this entire week. We look forward to replacing this piece of gutter towards the end of next week if the weather brakes.

As far as the wood column repair stands. We were contracted to remove, replace and paint only the rotten trim around the exterior of this wood column on her front porch. This repair has not held up. We have even repaired it a second time and it still has not held up.

We recently sent a independent carpenter from another company to inspect and complete this repair for a third time. The carpenter we sent has over 40 years experience. We did this with the hope that he could fix this problem where my guys couldn't or at least find out why this simple column repair would not hold.

The carpenter has found that the wood column is rotting out from the inside of the column and there is nothing that can be done to repair it properly, short of rebuilding the entire column from the ground up. This carpenter also said this was next to impossible to know unless we were able to see behind the outer good wood before we estimated the job which was not possible.

This will cost quite a bit more than what was originally estimated for. The last time we rebuilt custom wood columns it came out to over $4900. But that was for (3) columns. To rebuild just one column would be somewhere between $1800 to $2200.

If the customer would like we can have one of our crews or even this independent carpenter come back out and replace the nails with screws and tighten down this trim that's coming loose and touch it up the best he can as long as everyone understands that even this will not hold for very long. The column really needs to be replaced fully. The inner wood is just to soft to hold nails for any amount of time. Screws will give a bit more hold but it will still just be a temp repair until the column if fully replaced.

We are very happy and willing to help our customers in a reasonable solution to these issues. Again, the gutter issues has already been on our schedule to be completed and would have already been completed if not for the weather.

Thank you so much.

SmithCo

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
When I spoke with SmithCo on 10/12, they said they would call me back with a date of when they could do the repairs. I have not heard from them. I'm glad to hear the gutter is on their schedule but I've been told that previously and it was not completed. I hope to see them next week.

As far as the column, I would think the 1st or 2nd carpenter would have told us that it would not hold up once they removed the wood trim and found the damaged wood inside. I would like a refund on that column. I will find another company to work on that repair. Thank you.

Final Business Response
We have reviewed the response from our customer and would like to help any way we can. The gutter issue is very close to being taken care of. The weather prevented us from getting to it this week but it looks like it will be completed by Tuesday the 10th or Wed the 11th.

I understand that our customer would like a refund on the column repair.That column repair included replacing a small band of trim and a piece of 1"x6" around the base of the column and was only a very small part of their original contracted job. A refund would only amount to $50.00. This is based on the cost of labor and material originally used to do the repair.

We are also still willing to reattach the piece of trim that has come loose instead of the refund. We will wait to hear back on which solution the customer selects. If it is the refund we will gladly place a check in the mail as soon as we get that response.

thank you

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not say that I accept until they do what they say they will do because I've been waiting for months and they keep promising they are coming out. The gutter still has not been corrected and today is 11/13. There was no rain the past few days.

Thank you.

06/01/2015Guarantee / Warranty Issues | Read Complaint Details
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Complaint
Smithco installed new gutters. They leak at all right angle corners. Company agreed this was warranty issue but have not come to resolve.
New gutters installed mid October in 2014. At all intersections of gutters, they leak and appear to not have been fully caulked or sealed. Company representative agreed to remedy as this was deemed to be a "warranty issue". Have scheduled service with them but workers did not show up. I have called on no less than eight times and was usually told initially that my work was on their priority list but no one has come to house. More recent calls over last three weeks ended up in leaving a voice mail asking for an immediate call back. On Monday, May 18, I called yet again and asked that the owner of the business call me personally and if I did not hear back, I would escalate actions to address the shortcomings of their work and lack of a respectful response.

Desired Settlement
Want the leaking gutters properly sealed.

Business Response
Contact Name and Title: ****** Hannah/ owner
Contact Phone: XXX-XXX-XXXX
Contact Email: *************@gmail.com
I am absolutely mortified that Mr. ****** has had these issues. Our warranty work should always be a top priority and no customer should ever have to inquire about when their job is going to be completed or repaired. This will absolutely be taken care of by the end of next week. I am so sorry Mr. ****** has had these issues. The employees that installed his gutters have been terminated as a result of the gutter job. One of our project managers will contact Mr. ****** to let him know what day someone will be out to take care of his warranty issues.
On a side note: I ( ****** Hannah, the owner) have been out of the office since early May. My husband and I were hit head on by another vehicle and we suffered numerous serious injuries and were in the hospital for 7 days. I was not available when Mr. ****** called on the 18th or I certainly would have returned the phone call. I was not aware his job had not been completed and in fact I have already paid the invoice for the gutter crew that told me it had been repaired. I apologize for any inconvenience this has caused. This is by far not anywhere close to our standard of work or level of customer service.

08/05/2016Guarantee / Warranty Issues | Read Complaint Details
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Complaint
had a roof installed that was sold as lifetime warranty called *** and found that all I have is basic 10 year warranty.
Roof was installed in April 2015 with a "Weather Stopper System Plus Warranty". This warranty is lifetime and transferable. I have called Smithco and Jacob ****** dozens of times,most times I get a voice mail. I have spoken to Jacob a number of times and was promised he would contact *** and find why I have not received a copy of the manufacturers warranty. After a year of contacting Smithco I called *** directly and found that Smithco had not registered my roof and they were not a registered contractor since 2014.

Desired Settlement
I would like them to contact *** to obtain the warranty they promised in the contract or a 50% refund in the cost of the roof

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