Complaints

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• Initial Complaint

  Date:07/12/2023

  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 don't even know Where to begin? Palace has completely destroyed our home and botched the job and destroyed our personal property with no remorse, And then told us one day that they're not gonna complete the job and walked away from the job. Meanwhile Our family is displaced and our budget for housing is coming to an end. Therefore, we will be homeless as a result of palace constructions negligence towards our family our house and professionalism.

  

  Business Response

  Date: 07/14/2023

  Palace responded to this emergency water loss.  A plumbing supply line broke in the ceiling of the ******** home.  We responded to the call and performed emergency water mitigation.  To properly do this we needed to remove damaged insulation, drywall and lightweight concrete on the floor along with carpeting and baseboard.  This was done so that the ******** home did not develop a mold problem and is the proper process to dry out the home.  While performing the removal of all of the damaged materials we damaged the bathtub in the ******** home as well as a small dresser.  The ******** were very upset by this and we had a meeting at their home where I told them we were very sorry for the damages and that we would absolutely replace their bathtub and their dresser.  My team was also accused of stealing a massage gun.  I know my team and they have been in thousands of homes with nothing like this ever happening before I agreed to reimburse the ******** the cost of replacement of the massage gun. 

  It is worth noting at this time that while the mitigation work was being completed, we were working with the ******** insurance carrier to create an estimate for the repairs to their home.  Palace only had a contract to do the mitigation work and no contract in place to complete the reconstruction as the estimate had not been finalized with the insurance carrier.  On Friday June 16th I was informed by ********************* that their insurance policy would cover their living expenses through August 20th.  We had a meeting at the ******** home with our reconstruction team to discuss the fact that this would be a difficult date to have the project completed by, but we thought as a team that we could get the work done.  We informed **** that one of the most important things we needed from them would be materials selections of flooring etc. so that we could order materials as quickly as possible and have them ready when we needed them.  ************* carrier had not approved the reconstruction estimate at this time. 

  The first item that needed to be handled was getting the lightweight concrete poured back where it had previously been removed to dry the home.  My poject manager ************************* and I were trying to figure out how to get the pump truck in to repour the concrete.  Our concern was the process would take 3 to 4 hours and due to the parking situation, we had to make certain we would not block other neighbors cars in while we were completing this work as that would be a significant safety issue. On Wednesday June 28th both **** and I communicated with **** that we were working on getting the date set for the concrete to get repoured.  We explained our concerns with getting the pump truck in and how to we may need to work with the *** and the neighbors to facilitate this.  On Thursday June 29th at 6:51 a.m. **** sent me a text asking when the concrete would be done.  I explained again that we were working on logistics of getting the truck in and **** was meeting the concrete company at the home that morning to go over logistics.  **** responded saying "thanks that's all we want to hear is that you will figure it out, thanks ****!".  Seven minutes later I received another text from *********  He sent me an overhead view of his complex and the following message.  "Our house is in the blue circle, they can park in the red circle....not on any cement walkway.  City truck are always driving on that path monthly!  Just so you know *********  Nothing inside your previous text showed empathy.  I don't appreciate it."  I responded back with the following message "****, do you have time for a phone call?  I think this is going on the wrong direction and I would prefer to talk to you vs. text.  I am not trying to come across as not being empathetic.  I feel like that's difficult. Over text to portray verbal Cues."  **** responded "call me whenever".

  I called **** immediately and he was very upset.  His voice was raised, and he stated that we should have never told him how tight the schedule would be as that was not his problem.  He said we were creating extra stress for him and his family and he did not appreciate it.  He also informed me that it was Palace's job to call his insurance carrier and get an extension on his living expenses while the work was being completed.  I informed **** that Palace has no control over his insurance policy or the coverage that he purchased.  We have no ability to get an extension on his policy limits and that he as the policy holder would need to call his insurance carrier to see if that was possible.  He became more agitated with my comment and continued to blame palace for creating this stress.  He then stated that **** had told him that the pump truck was ****** responsibility to figure out and that wasn't right.  I stated that I didn't believe that's what **** said as **** had a meeting that morning to finalize logistics.  **** at that point stated "you don't believe me" and I said no I don't believe that is what **** said.  I was continuing to speak, and ***************** up on me.  He then sent me a text saying "you and Palace are horrible!  Refund our bathtub and everything else that was destroyed, thanks."  His next text said, "and stolen".  I responded, "We will get you a check cut with details of the payment and what it is covering."

  I have spoken to **** one more time since all of this to discuss payment.  I discussed what I would be willing to pay for the different items and he didn't agree.  He then said that it was our decision that we were quitting the project.  Palace completed all of the work that we had a contract for which was the mitigation work.  I believe that **** fired us from his last text he had sent me and was going a different direction.  At this point the relationship is far to damaged and volatile for Palace to continue working with the *******.

  I will still gladly pay the ******* for the items that were previously identified and agreed upon as damaged or missing.  

  Best Regards,

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

  Vice President