ComplaintsforRestoration Pro Inc.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Restoration Pro was hired to assist with repairs to my house after a house fire. The estimated total costs were $261,353.84 and my insurance agreed to pay out this total once all work was completed. The total cost Restoration Pro spent based on their account records was $259,982.64. A difference of ($1,371.20). I was charged for the full amount of the estimate even after specific portions of the requested work were not completed. I have also been dealing with fixing remaining fire and smoke damage to my house, code issues, and additional damage caused by restoration pro to my property while they were providing work. Total payments issued to Restoration Pro total $264,609.22 as of 2/14/22. Total as listed on the final estimate provided is $261,092.73 as of 2/14/22. I have asked for an accurate bill or estimate showing the work completed as agreed to the plan. Attached are the most up to date estimates, invoices, etc. I requested a finalized bill to ensure all work had been completed. I have paid off the final bill, due to threats of putting a lien on my home. I currently have a $0.00 balance due to restoration pro. I am showing that they have billed me in excess of what was owed. Or that they are billing me for work that was never performed or completed.

  Business response

  02/15/2022

  Hello,

  There seems to be some confusion about what estimates and invoices are in question here. Our recent disagreement involves the repair estimate, which is only one of 4 different estimates that were done for this project. The other three were paid in full probably a year ago. Let me briefly explain.

  The insurance company splits these projects into distinct items based on what portion of the homeowners policy funds the work. Each item has its own estimate and invoice process. The first item we did involves the homeowners contents. The contents of the home are budgeted separately by the insurance company. We itemize, box, move, clean, and store whatever items are deemed salvageable. This estimate amount was $11,424.75 for the work we performed related to contents. It was paid in full long ago. The second estimate was for Hazardous material remediation. This included lead based paint, small amounts of asbestos, and large amounts of mold throughout the basement and crawlspace. This work added up to $13,601.60. It was invoiced and paid in full long ago. The third estimate involved smoke odor control on the portion of the structure that was left standing. This amount was for $5396.21. It was invoiced and paid long ago. The final estimate is the repair estimate. It includes all of the re-construction items needed to put the house back together. This estimate amount is $261,092.73. Out of this estimate, I invoiced and collected $246,000.The homeowners insurance company sent him copies of every one of these estimates, and all of the checks went through to the homeowner. He physically handed me almost all of the checks.
  

  The Homeowner and I agreed that I would rebuild the home through the drywall phase using whatever money i could get from his insurance company. That was farther along than the project had been when the fire occurred. In the end, I build the home through drywall, and his insurance only was able to pay me $246,000. As a result I gave up most of my profit on the job and kept my word to the homeowner that i would not invoice him anything beyond what i could get from his insurance company. I have kept my word through this process. Some of the "unfinished" work he mentions is work that i offered to do but he refused. I even lowered my invoice at the end to compensate him for those items.

  The homeowner has no grounds for his complaint. We pulled permits through Owyhee county, and the state of Idaho and all items were up to code. We passed every inspection including footings, foundation, framing, plumbing, electrical, mechanical, energy, and received approval to cover with drywall from the building official. The homeowner doesn't understand how this works when he says we didn't do code items. That is simply not true.

  I dispute this complaint in the strongest possible way. It is unfounded and inaccurate. We had a lot of trouble getting materials and subs to do the work during Covid. Costs rose dramatically, and the timeline was terribly long. For this I understand the homeowners pain. But in no way did we leave the job unfinished or do anything less than what was promised or invoiced.

  Let me know what else you need from me.
  

  Customer response

  02/15/2022

  
  Complaint: ********
  
  I am rejecting this response because the most up to date invoice shows work being performed that was never done. I am

  showing that I was over-billed and would like a refund. I can also provide the approved house plan and show that the plans were not followed. I would like a refund for the work showing as completed that was not done.
  
  Sincerely,
  
  ***** *********

  Business response

  02/25/2022

  We are obviously at an impasse. I only billed for work completed. Homeowner is discussing a list of items stemming from a year ago after which we experienced 30% cost increases. Again, i kept asking the insurance company for more money, so we could get the project finished. At the point they told me the policy was tapped, i had to tell the homeowner that we had to stop working. We had agreed i would finish through drywall, so i felt happy that i had made it that far.  I would have happily finished the project if he was willing to pay me to do it. It is not my fault that the home was under-insured, and costs went through the roof during construction.
  

  Again, you have my actual expense sheet from the project. You attached it to this complaint. Not sure where you think i am cheating you, but there is nothing more i can say on the matter. You got exactly what i billed for.
  

  Customer response

  02/25/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  It appears that there are no subcontractor bids available to confirm totals. It appears there are no receipts to back up declared costs and expenses. The only declared expenses available are shown on a manual entry program spreadsheet that is not backed up by any actual expenditures or PO numbers. My last agreed to terms with restoration pro was a house completed through drywall with all fire and smoke damage repaired and or replaced, entire HVAC completed, and all electrical completed. There was no other authorizations or changes authorized by me. Restoration Pro did not complete the job as originally agreed to and can not show proof of actual costs outside of their cost recording program. Electrical was not finished out, HVAC was not finished out, and I still have smoke and fire damage to my house. I have spent over $5,000 to finish out the HVAC and Electrical work that I was billed for. Additionally, Restoration Pro and their subcontractors caused additional damage to my house and property, and had inventoried items of my property go missing while in their possession. Restoration pro has refused to compensate me for my property items that went missing while in their possession, and refused to complete any repairs from the damage that was caused under their work, and refused to replace any of my property items. I have personally brought other items up to code that Restoration Pro knowingly built and installed incorrectly based on the house plans. The gross negligence of the inability to provide subcontractor bids or any receipts for any purchases involving the job speaks for itself. It shows a lack of honesty and lack of professionalism. This is also shown through Restoration Pro’s actions in regards to my missing and damaged property, and unwillingness to fix warranty repair requests. The information provided by Restoration pro and emails prove that I have been billed for work not completed, and that funds were re-appropriated without consent. This is a poor and inappropriate way of doing business.

  My recommendation to the BBB is to revoke the rating status for Restoration Pro based on the evidence provided.

  
  Sincerely,
  
  ***** *********

  *****All supporting documents redacted by BBB*****

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