ComplaintsforProfessional Restoration

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have not heard from the business in 2 weeks. They committed to complete the rebuild of my home after a house fire ******************************************************************************************** after work is performed on the property unless I ask and even then they refuse to answer. They are withholding insurance money that they said they would send me. They have messed up the construction of my liiving room ceiling. They demolished my ceiling 18 months ago without taking picutres or sample of the finish or taking a sample. They did not create a diagram of the construction design of the ceiling. With a little research, they could have figued out the finish. They did not include me in the interview or selection of the finishers. They have refused to notify me of what they plan to do on the property, when and what was done; in fact, they told me they wouldn't. They have not keeped adquate notes of actions they have taken on the days that work has been done or contacts have been made. They do not know where the prior PM left the project and did not include me in the transition meeting between PMs. The new PM did not review the entire plan to determine what was and wasn't completed correctly. They didn't realize there were problems with the layout prior to me asking questions about it. They did not realize that the size of the kitchen was made smaller a year ago. The original layout and cabinet sizes were incorrect. When they did, they didn't notify me and changed the cabinets and the layout of the kitchen. They have refused to provide me basic information about the kitche cabinets they chose. They have not included me in the decision making. When I provided them with my choice of appliances, they did not purchase them. They didn't tell me that they were holding off buying them because they had to figure out whether they fit in the new kitchen layout they chose. They provided me incorrect prices for the appliance budget.

  

  Business response

  10/10/2023

  The Director of Operations for Professional Restoration has reached out to **************** in response to this complaint and in request of an immediate, in-person meeting at the jobsite with him, the Estimator and 2 Project Managers. We look forward to her response.  

  Customer response

  10/30/2023

  The business contacted to fix the living room ceiling construction. They have refused to do so. There refusal violates the contract. They are also delaying the finishing of the contract.

  

  Business response

  11/01/2023

  Despite our best efforts, we were unable to schedule a meeting with **************** due to her scheduling limitations. An insurance carrier "mediator" has been assigned and is currently working to schedule the necessary meeting and subsequent completion of the work. Communication between the mediator and our Director of Operations occurred 10/31/23 and are ongoing with expedience and the end goal of completing the work to the customer's satisfaction. 

  Customer response

  01/29/2024

  Professional Restoration refuses to perform their contractual work on my house. The house has been unlivable since 2/2022. They started work on the house in 3/2022. They have stopped work for months at a time. Their most recent work stoppable began in September 2023. Before that, they did not progress the work since July 2023. They have refused to order items for the project that they have the insurance money for. They have performed unauthorized work in my kitchen in August 2023 and January ****. They have refused to provide information about their plans to work on the kitchen and do not let me know when they were at the house performing the unauthorized work. They held up two projects because they did not ask the insurance company to cash out them in August/September 2023 as they said they would do. They did it in December 2023. They insurance company is still processing their request. I am unable to hire two contracts to fix their poor workmanship. They have refused to correct their poor workmanship with the ceiling, living room, and flooring. As a result of their work stoppage, the house will not be finished until they contracted their services 2 years ago.

  

  Business response

  01/30/2024

  Regarding all statements in this claim,Professional Restoration has complete job documentation that proves all of these statements to be categorically false. Since November of 2023 Professional Restoration has fully engaged in the issue resolution process with Contractor Connection, the insurance carrier, and the policy holder (****************). We will no longer engage with **************** outside of the active and ongoing Contractor Connection issue resolution process, and we deny all claims of refusal to complete work,completing unauthorized work, and intentionally holding up the project. Additionally, we have not been notified of any workmanship issues and have not refused to correct issues, if any. 

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a water leak in our basement and our insurance company recommended Professional Restoration. At the beginning of this long process, they were great. Quick to come out and handle the mold and water damage, so we felt comfortable using them for the reconstructing phase and it was the worst mistake we have ever made. What was supposed to be a two week repair turned in to a 13 month nightmare for us. The incompetence of this company was unreal! The amount of stress, poor workmanship, hands off approach this company took was off the charts!*One man work crew that they subcontracted for, stayed for 3 hours and then left for the day. Project manage never came to check on the lack of progress. Terrible install where floors and baseboards had to be torn out. Our project manager said it would not be perfect. It was terrible! He then looked at it and said to me "what do you want me to do, babysit them?" Well..it is not my job title. They ended up ripping up the floor multiple times and we still had uneven flooring and vinyl planks buckling. After 7 months they recommended carpet. We gave in and picked out carpeting. We asked for the new crew to come and install it. Install was once again a horrible experience. The one person that was on the job ended up creating a concrete storm while prepping our laundry room that spread throughout our home. This would not have happened had they used a wet grinder. Then, he installed the washer incorrectly and created another water leak, and lastly, our project manager did not order the correct amount of carpet! Once again, the mitigation crew had to come out and pull out walls due the water damage on their part.After this, my husband wrote the owner and he decided to not respond or get involved. This company guarantees their work..what a joke! We ended up firing this company and had to settle many issues. One of their subcontractors employees was texting me because he was not being paid by this company. The best decision w

  

  Business response

  10/24/2022

  The repairs and workmanship remedies were resolved in August of 2022; the remedies included additional work, refund of payments, and Professional Restoration fully covering the cost of the error made by a subcontractor. The customer and the owner of the company spoke on the phone on October 4, 2022 to address the circumstances and outcomes of the job.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We originally brought this business in to rebuild a wall that had been damaged by a burst pipe. We got a quote for the wall to be rebuilt and we were assured that it was being built to code and a permit was not required. I called the city to confirm a building permit was not needed, the city building inspector informed me that a permit was in fact required which contradicted what this business was telling me which was very disappointing. I then reviewed the materials on the quote and saw that the wall was in fact not being built to the ******** code. The **** of materials was missing insulation for the wall along with vapor barrier. After confronting the business about this they stopped communicating with me. All this just seems like shady business practices. I would appreciate contact of some kind so I can get my wall rebuilt. I have an email string with all this information recorded.

  

  Business response

  05/06/2022

  Thank you for notifying us of this issue, it has now been resolved. Professional Restoration contacted the property owner right away to address these concerns, clear up any and all misunderstandings and miscommunications, answer questions, and discuss next steps. As always, Professional Restoration strictly adheres to all city and building codes,permits, zones, and any other local, state and/or federal regulations. Insurance supplements will be issued in accordance with the policy holder's insurance carrier's process to address all additional reconstruction requirements as defined by municipal building departments once the project begins. 

  Customer response

  05/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*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. ↩