ComplaintsforAt Your Service Restoration & Renovation

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had this company do our restoration for a clean water flood we had LAST YEAR (6 DAYS SHY OF TURNING EXACTLY ONE YEAR) We had someone come in and this guy bless his heart but he was very young, told me the whole house flooring was covered only for the company to come back to us 6 months down the line charging us for the kitchen because it wasn't "included" the floors were covered as a whole and before signing my husband made sure I made sure that the whole flooring was included. This guys says yes, so I didn't think of it and signed the contract (WHICH IF I MAY ADD THEY ARE IN BREACH OF) Then when I am told that I had to come up with an extra 3k because (the kitchen was not included) I lost it. The manager or whoever said to me and I quote (WHAT DID YOU DO WITH THE MONEY? HUH?! HUH?!!?!) WHY ON EARTH WOULD I NEED TO BE 1. QUESTIONED BY A REPRESENTATIVE OF THE COMPANY 2. OUR DEDUCTIBLE WAS ALMOST 10K SO I FOUND IT VERY OFFENSIVE COMING FROM A PERSON WHO IS SUPPOSED TO PROVIDE GOOD CUSTOMER *********************** this was not the case. By the time this was going on I was hoping my floors would be done by thanksgiving.. nope... by christmas.. nope.. ok perhaps by easter.. not even a call or a follow up from anyone. I asked for the owners number to talk directly to him but they were so secretive they wouldn't give me his number. They had **** show up and look at the job.. okay he looked concerned but that was IT... I then would follow up with him and he wouldn't follow up back. I asked for a meeting with the owner and the kid who did my estimate by the name ********* to be in that meeting and look me straight in the eyes and tell me he didn't tell me the whole house was included. (We had a loss in the family back in May and that was the last time we exchanged messages with ************ is now almost a WHOLE YEAR and no one has gotten back to me. They collected the second payment but failed to finish the job included with the second payment.

  

  Business response

  09/20/2023

  9/20/2022 Water Loss occurred at customers home
  9/25/2022 Customer contacted ***************** to create a claim
  9/28/2022 Our company was referred to customer as a rebuild provider
  10/6/2022 Our company performed an inspection of the damage
  10/10/2022 Our company provided a scope of work for $21,355.42 to customer & their insurance adjuster
  10/13/2022 Insurance sent adjuster to inspect the home
  10/18/2022 Our estimator Left a voicemail to follow up with customer regarding the estimate
  10/20/2022 Customer was provided a scope from insurance for $32,688.84 (we did not have access to this information at that time, only the customer.  The kitchen flooring replacement was included.)
  10/25/2022 Customer emailed our estimator saying he needed changes made to the flooring in the scope, but no details were provided.
  10/30/2022 Customer requested carpet in bedrooms, closets and living room rather than laminate due to the cost. (we still had no access to what insurance provided to them at this point)
  10/31/2022 We lowered our scope to reflect the requested flooring changes.  (no kitchen flooring was on this scope).  New scope total $17,099.86
  11/2/2022 Customer contacted us stating our scope was approved. (we still had no knowledge of what insurance had already approved with a much larger scope of work)
  11/3/2022 We sent customer a contract, payment schedule and scope of work through Adobe Sign. (no kitchen work was included at all on this scope.  The rooms listed were living room, dining room, laundry room, bedroom 3, hallway, bedroom 1, closet 1,bedroom 2, closet 2, bedroom 4, Bathroom and bathroom closet)
  11/4/2022 Customer signed contract and payment schedule with scope attached through Adobe Sign; Customer also stated over the phone that he had received the insurance check and needed to deposit it.
  11/8/2022 Per phone conversation: Customer sent check to mortgage company to be endorsed.
  11/17/2022 Per phone conversation: customer stated mortgage company said they would send the check via UPS.
  11/30/2022 Our company director chose to assign a project manager to the customer prior to receiving the funds. Our project manager began to work with customer to choose materials. However, rebuild work could not begin until the first payment was provided.
  12/8/2022 Our company received 1st payment from the customer. 
  12/12/2022 Material selection form was signed by customer with rooms marked and material photos attached.

  12/13/2022 Flooring materials were ordered.

  12/16/2022 Flooring materials arrived to our warehouse.
  12/20/2022 Job commenced with demo work.
  12/21/2022 Demo of the carpet and then demo of the laminate flooring underneath the carpet took place. Flooring was delivered to the customer home.
  12/22/*******/**/2022 Holidays were observed and time off for laborers.
  12/28/2022-12/30/2022 Drywall work and painting
  1/2/2023-1/3/2023 Carpet installation began, however, we could not install carpet in the master bedroom because the floor was wet from a roof leak.  We left the carpet in the garage and spoke to the customer stating we could not continue until the roof was repaired.  Customer was upset that we were leaving, but it was raining in to the home.  Customer stated they could not afford to repair the roof. Customer felt we should be the ones to fix the roof, however,that was not on our scope of work and this team of laborers were not roofers.We let them know we could return once the roof was repaired.  The roof leak also affected other items in their home such as the walls etc.
  1/4/2023 Our office was contacted by the customers insurance claim adjuster wanting to know why we were not proceeding with the work. We explained about the roof and also mentioned that the customer had questioned us regarding the kitchen flooring missing from our scope.  The adjuster sent the insurance scope to us showing that he had approved replacing the kitchen flooring.
  1/5/2023 Customer called and requested to speak with the owner, however, our director of projects is in the role of handling customer concerns and he was given the request. 
  1/10/2023 Our office called and spoke with the customer regarding the kitchen flooring that we needed to add to our scope if they wanted it and that we could come back out once the roof was repaired. Our director called and left a voicemail, an email and then he texted the customer.
  1/11/2023 Our office sent a change order to the customer to add the kitchen flooring to the scope of work. However, the kitchen concrete sub floor at the customers home was very unlevel and would require extensive leveling prior to LVP installation.  LVP on unlevel subflooring would cause the flooring to not sit right, it would give way in areas and may be a tripping hazard.  We let the customer know that in order to warranty the flooring, the leveling work would have to take place.  Customer had a large deductible and said they would not be able to afford additional cost. We sent the change order with a waiver stating that we would be willing to perform the work with no warranty. The manufacturer of the flooring would most definitely not stand behind their product in a situation like this.
  1/16/2023 Customer let us know the roof has been repaired, however, they still did not sign the change order for the kitchen flooring.  Customer made it very clear they expect that we should install the kitchen flooring because they thought it was on the original scope.  It was not on the scope that was clearly attached to the contract.  And our company requires changes like these to be in writing.  We were waiting to return to perform the work because we wanted to be able to order the additional flooring and take it when we returned so that all the work could be completed at the same time. Customer made 2nd payment to our company.
  1/20 Director spoke by phone with customer regarding concerns and explained the situation.
  1/23 Customer texted director ****** saying to call.  Director called later that day.
  1/26 Customer texted director and director responded.
  1/27 Customer texted and director responded stating that we could send in a supplement to insurance to see if they will pay for the floor leveling since the customer did not want to be out any additional costs.
  2/6/2023 Our director of projects sent a supplement request to the customers insurance adjuster to try and see if insurance would cover the cost of leveling the kitchen flooring in order to help the customer. 
  2/14 Customer texted director. Communication had already been made by email to the customer so no response was made to this text.  The customer had already yelled and cussed at 2 of our office personnel & the project manager so honestly, no one wanted to get yelled at any more.  We had stated and restated what needed to take place before we continued working out at the customers property.
  4/14 Customer called our office with questions.  The ** returned the customers call the same day.  The customer wanted the ** to continue with the work and became upset over the phone when the ** stated that we were waiting for the change order to be signed and also to hear back from the insurance company regarding the supplement. Customer hung up on the **. 
  4/26 Customer texted asking about a meeting with the owner.  The Director responded with a meeting time with the estimator, owner and the director for 5/3.  Customer agreed to the meeting.
  5/3 Morning of the meeting day, customer called to say they had to leave due to a death in the family.
  5/17 Director asked customer about rescheduling a meeting.  Customer gave a time and that date did not work for director.
  No further communication has been made until the negative review on BBB and ****** by the customer.
  The flooring from the original scope of work is all at the customers home.  If the customer will sign a waiver of warranty for the kitchen flooring and sign the change order to include the cost to perform the work in the kitchen, we can proceed.  The supplement for leveling the sub floor was denied by insurance, however our scope of work, even with the kitchen flooring added and the leveling falls several thousand dollars below the amount insurance had estimated.  We stand by our estimate and our willingness to do this work as long as the customer signs the appropriate paperwork.  Our contract states that changes should be made in writing. Once we receive the signed paperwork with the customer agreeing to the additional costs for the added labor and materials, we are happy to begin the work again. 

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good morning, I could use your help with AYS Restoration. I had originally hired them for a restoration project on my house. Since the originally conversation I mentioned timeline (start date and how long the project will take). The sent a Project Manager Named ***** to my house. He took the measurements as well as samples of carpet. When asked when they could start, he said February 20, 2023. I said perfect because I am listing my house for sell the first of March. I asked how long will it take? He said no longer than a week. All sounds good right? Well after not hearing from him for weeks, I texted him on February 13th asking if we are good to go. I received nothing from him. I think texted him the next day saying I received payment and asking if we are still good for February 20th. The man of many words replied, Okay Great. Not sure what that means I called into the office and Spoke to ******. She told me she would investigate the matter and was very apologetic about the lack of communication on Ethans part. Well not its Friday 17th, still no word, still have no idea what is going on. Well on Monday 20th around 930 I finally received a text from ***** saying, be there in at 930 am. Great notice. That was last I heard from my Project manager. The crew were here for a week February 20th-25th. On Friday another Rep from AYS came to my house saying he need to pull the crew. Well, they had torn up my carpet, left massive amounts of Sheetrock dust everywhere. Its been a week, and no word about what is going on. I have called and called and spoken to the office manager. All she can do is apologize. She even put me in touch with their Director. His name was **** and was extremely confrontation with me. So now I have no carpet, my living room is destroyed, exposed wires in garage, and sheet, dust, nails, staples are everywhere.I have no idea what to do

  

  Business response

  03/03/2023

  Dear BBB.

  I spoke with this customer yesterday to let him know his carpet was arriving by shipment yesterday and would be installed today.  The carpet shipment had been delayed by the carrier for some time, waiting for both the pad and carpet to be in stock.  We anticipated its arrival much sooner which is why we removed his old carpet initially.  We have apologized and are handling his completion as quickly as possible.  Our hope is to have the project wrapped up today. 

  Thank you.

   

  Customer response

  03/10/2023

   
  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. ↩