ComplaintsforRestoration Builders

• Initial Complaint

  08/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On July 2023, this company redid the roof on our recent home purchase. The previous home owners had contracted the company to have the work done. The company had orinally stated they will process an exchange of warranty for $80. Company will not answer any phone calls despite numerous attempts to contact them within the last two weeks. Company will not explain what was covered in the scope of work when I inquired. Company refused to accept the transaction for the warranty transfer. Legal services are currently be consulted.

  

  Business response

  08/14/2023

  Hello,

  We have received no phone calls from the new homeowner regarding this complaint. We are more than happy to transfer the warranty over to them for the purchase price of $80.00. This is the full price of registering a new warranty through GAF with no markup whatsoever.

  If the new homeowner wants to stop by our office or reach out they can call us at ***** ********. We are happy to take care of this transaction right away.

  Warranties do NOT transfer between homeowners as they are completed with a full name that links to the address. This is why a new warranty must be purchased and registered in order to allow the new homeowners to receive the same coverage.

   

  Please have them reach us at ***** ******** and ask for **** and I will be more than happy to assist them in this effort immediately.

  Customer response

  08/19/2023

   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.

  I have contacted the company as directed by their response and they have corrected the matter.

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Restoration Builders replaced the Siding on my home in March/April. I contracted them to remove ALL old siding, which is a cedar board and another type, that was rotting in places and covered in places by vinyl and aluminum. I then wanted sheathing and wrap installed. I was told by the person who looked at the house that some of the removal may not be necessary because the wood wasn't all rotten. I told him I wanted all the old siding removed because I didn't want it to end up rotting under the new siding similar to what was happening at the time. We also discussed that if we didn't need to do something I would be refunded for it. While performing the work I was told by the carpenter the large peaks of the house shouldn't get sheathing because the way it was built the siding wouldn't be flat. They also didn't remove the old soffit and fascia like I had asked, but just covered it. Then I was told the old siding on the entire back of the house, except what was under where the patio door and deck, was good and didn't need to be removed or sheathed. No fanfold insulation was installed even though it was estimated. Over half of the siding was supplied by me. I mulled that over a while and finally agreed thinking with all the portions of tear off, sheathing, fan fold insulation, and wrap that I would be due a significant refund. The estimate for the job was 58,660.00. I paid this when asked in person, slightly in shock due to an issue I have. When I had time to calm down and think it over I talked it over with them and they agreed to pay about 1700.00. I refused this thinking it wasn't enough. In further conversations I have asked for a detailed copy of the invoice and estimate so I can determine what I think is fair but I just get redirected and flat out refusals. By my calculations I have been offered 3% of cost when about 20% of the work was not complete.

  

  Business response

  07/10/2023

  Hello,
  

  To start this response, let me just first clarify that the work was completed, paid in full, and signed off on completion on 4/19/2023 with the customer and our production manager.

  Attached you will find said completion form, which clearly states that everything was done to the customer's satisfaction in conjunction with the agreed upon scope of work.

  ***** then called near the end of April/beginning of May stating he had some concerns with the project and he thought some items in particular were not completed. We let him know we would take the time to review the project thoroughly and get back to him once we were able to. While it took some time to review, we called him on 5/25/2023 and let him know we had not forgotten about him and were still working on getting this done for him.

  On 6/14/2023, we reached out and explained the situation. There were a few pieces of material (plywood and fanfold) that were returned and had a minimal amount of labor associated with them. The material cost plus labor came about to be $1,157.95 which we rounded to an even $1,200.00 for a refund. This is now well after the job has been closed.

  ***** expressed his satisfaction with the job and how well everything was done, but refused to accept the offer after it was detailed and explained in full to him. With this in mind, our employee asked what number would be fair to meet his satisfaction and ***** let us know he thought he deserved a $10,000 refund because he didn't "see over $50,000 worth of work in his project."

  Our employee then asked how he came up with that number and ***** could not provide an answer. We reminded ***** that our $1,200.00 figure was rounded from $1,157.95 and we had receipts to back it up and prove it. He again refused this and said he would take it to his lawyer to get what he was deserved in the full amount.

  Once talk of a lawyer came up, we thanked him for his time and ended the conversation. In trying to reason with him, he continually stated how happy he was with how everything looked, he just said he thought he deserved more back. There was no proof of why he should receive this money back. Not to mention, every job that is completed goes through a final walk-through with our Production Manager to address any complaints that we offer to fix. ANY item within the scope of work would have been addressed at this time with no hesitation or additional charges should he have not been satisfied with the results.

  There is nothing left we could do to help the customer. The job was completed as asked, beginning 2/27/2023 and finishing 4/13/2023 with a final walk-through on 4/19/2023. Payment was received at this walk-through once the customer had signed off that they were satisfied with the completion of their job. We will not be reducing his bill by any amount.

  Please let me know if I can provide any additional information and I would be happy to assist in any way possible. 

   

  Sincerely,

  Restoration Builders ******* ************ ************ *****

  Customer response

  07/14/2023

   I am rejecting this response because:
  
  Regardless of what I signed the work that was charged for wasn't completed.  They can keep all the money if they would like to come and finish the job. I explained to them why I didn't argue the fact at the time.  Plus there  description of what was not done is completely inaccurate. 

  

  Business response

  07/17/2023

  Hello,

   

  In response to Mr. ********** message:

  At this point, it is entirely unclear what he is asking for. Originally, he called us and said a few items were not completed on the scope and that he wanted money off his final bill that had already been paid. When we returned our phone call with him, we explained about the plywood and the fanfold (plus labor) that was not completed and he was asking for money off the job. We offered a refund of those materials and labor of a (rounded-up) total of $1,200.00 ($1,157.95). Mr. ******** refused this refund and said he deserved $10,000.00 to which we said we cannot do for him.

  When asked about where got the $10,000.00 price reduction from, he did not have an answer for us. We explained we have receipts and documents to back up our number.

  From there, he said he "didn't see $50,000.00 worth of work in the job" and when the $1,200.00 was offered again he refused and said he would be speaking with his lawyer. The conversation ceased at this point.

  Our production team spoke with Mr. ******** on 6/14/2023 and provided all of this information. Mr. ******** mentioned other items that were not completed in addition to the fanfold and the plywood, but these items were not on the written out scope of work, only mentioned verbally with our original consultant.

   

  Assuming this is what he referring to in his most recent message, we cannot complete additional items on this job that are not listed in our mutually agreed upon scope of work. Both parties sign off and agree on this before the job is started. Once the job is finished, our manager does a walk-through with the customer to ensure that all items are completed to their satisfaction. Again, at this time, Mr. ******** could have brought up ANY concern or issue he had with the work (that is within the scope of work), and it would have been addressed with no questions asked.

   

  Our manager went out, and the job was mutually agreed and signed off completed to Mr. ********** satisfaction. For all of this to span up later after the fact is head-scratching. All of this started with him asking for money off, in upwards of $10,000.00, and when we provided a refund he refused. Now he claims that we have yet  to finish his work and we can keep all of his money if we finish it? 

   

  Our team has diligently spoken with Mr. ******** every time he has reached out to our company. From our initial Project Consultant who wrote the bid, to our production team who assisted in scheduling the work, as well as our Carpenter at the job site, we have communicated in full faith and continually checked in with Mr. ******** as the job was going to ensure he liked what he saw and it was what he wanted. He even mentioned this in the conversation with our team on 6/14/2023.

   

  Since them, each time we come into contact with this customer the demands change, and all of this comes after the fact of a job being signed off before is started and signed off after it was completed. There is no more work we can do for this customer. The job began on 2/27/2023 and finished on 4/13/2023 with a final walk-through on 4/19/2023. Payment was received at this walk-through and the customer signed off that they were satisfied with the completion of their job.

   

  With all of this said, we are happy to provide any additional information or documents needed to assist in this endeavor.

   

  Sincerely,

   

  Restoration Builders

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My name is ***** ***** and I am filing this complaint on behalf of my father since he is not very conversant with computers and has asked me to do so for him . I do have financial power of attorney for him and can provide legal documentation if necessary. ****** ************ installed a new roof on my father's house and garage. The cost was around $11,000.00, paid partially by my father and partially by his insurance company. The work was completed on November 1, 2021. However, immediately after the installation was completed, numerous small and large dips on the front of the house were very visible, even the untrained eye. My father contacted **** Sheets, *******s representative to report this issue. Although it took several phone calls, someone was sent out to the house to take photos. My father did request that a different crew other than the one who completed the installation be responsible for any repair work since he understandably did not trust them to do the repairs properly. However, the same crew was sent, my father requested that they leave and they did. Due to the time of year this took place, nothing further was done. When the weather permitted, ****** was contacted again. By this time they had merged with another company, I believe they are now called ****** Restoration. My sister ***** contacted J***** on July 26, 2022 and another person, Phil, I believe, was sent to take photos. He acknowledged that not only were there weak spots on the front of the house, but on the back and the garage as well. He told my dad he would report this to the office. Again, nothing was done. My sister contacted J***** on both September 21, 2022 and September 26, 2022 but was told she was either busy or in a meeting. Neither phone call was returned. Although I do not have specific dates, I know my father was in contact with both **** and the owner of ****** Construction. We believe that they may be avoiding contact in hope that my father will stop requesting repairs.

  

  Business response

  10/27/2022

  Hello,

   

  I would like to address a couple of different items in this complaint.

   

  This job was completed as per the scope of work agreed upon and received from the insurance company. No corners were cut, and everything was done as instructed. With that being said, the soft spots that are referred to in this complaint are likely a sheeting issue underneath the roof. Sheeting was never in the original scope of work.

   

  In addition to this, when our original labor crew was sent to the home in order to do the work, Mr. **** did not allow them to began the job and said, "I don't need Mexicans working on my property." After several phone discussions with him, he agreed to let this crew complete the work as instructed, but reports from our crew say he was not the most kind to them while they were on the job.

   

  The homeowner did call for some repairs and we did send the same crew out to complete these, again the homeowner (as stated in the complaint) did not want the same crew, even though they were the most familiar with the job and were willing to work with the homeowner on these issues. They were denied access to fixing some issues and the customer expected us to produce a brand new crew to replace everything at no extra charge.

   

  As we attempted to work with this customer, road blocks at each turn. We were unable to satisfy their complaints, despite making every effort to do so. Insults to our crew were a breaking point for our office, especially considering that the work was completed as agreed upon in our scope of work and we were attempting to look at and resolve issues outside of the scope of work.

   

  Please let me know if I can be of any assistance or provide any more information to aid in this process. 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They installed new gutters on my home. The gutters along the front of my house leak. They have been out here several times saying that they are fixing the problem; but obviously they did not fix the problem since they still leak. I told them that if they weren't going to fix them properly, I want my money refunded so I can get another company to install new gutters. They did NOT reply to this request.

  

  Business response

  10/27/2022

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

   

  This gutter situation has been going on for some time and we have received your many calls. Each time a call has been made to our office we have sent someone out to look at the issue. Back when this began, there were a few corrections that needed to be made, including some minor adjustments and downspouts added which was taken care of. Since then, you have called a few times to express your concerns that it is still leaking.

   

  We have sent a total of five different people out to look at the issue and address the concerns. This includes the original lead carpenter that installed the work and his laborer, a new lead carpenter entirely, our production coordinator, our production manager, and our Area Director. All came to same conclusion: the new gutter guards that are installed are going to allow some water runoff. The slope of the gutter is how it should be, as well as the installation of the gutter. 

   

  These gutter guards are a part of the entire gutter system to help protect the gutters from clogging and help homeowners have to do less maintenance. Because of the way they are designed, there can be some runoff associated with them, but it is an insignificant amount of water in this process. All five individuals that addressed the issue at this property have reached this same conclusion.

   

  Please let me know if I can provide further information or clarification in this matter. Our office is always reachable at ***** *********

  Thanks so much.

  Customer response

  10/30/2022

   I am rejecting this response because:
  
  All of the leaking is on the front of the house and the corners,  If what they say is true, wouldn't it be happening in the back as well? The gutters drip as if they have holes in them. I am not satisfied because of this.  The old gutters also had gutter guards and didn't drip/ leak as much as what's on there now. Return my money and I will go elsewhere for gutters.

  

  Business response

  10/31/2022

  Hello,

   

  I am not sure how we can justify a full refund of the money for this job. Again, we have sent five different individuals out there from our Carpenters installing the work all the way up to the director of this business. All five arrived at the same conclusion after the initial adjustments we made at the beginning.

   

  Every time this customer called us, we have sent someone out there as soon as we could to take a look and inspect the work. We have done all that we can to try and satisfy this customer to no avail. We have kept good contact with her and continued to try to work with her despite the disdain some of the people in our office have received who help answer the phone who aren't even responsible for the job and are trying to help her resolve these issues.

   

  A refund cannot be granted under these circumstances. We have tried to get over there when it is raining in an effort to see exactly what she is describing with no luck. If some sort of video evidence can be provided of what she is describing and seeing herself, we could analyze the issue and attempt to form a solution from there.

   

  I cannot stress enough how much we have attempted to work with this customer. We have taken all of her phone calls and sent whoever we can out there to try and help. Please provide a video of the situation you are describing (leaking on one side and not on the other) and then we can work together to see what the best solution might be for this situation.

   

  Let me know if any more information can be provided and I would be happy to help.

  Customer response

  11/01/2022

   I am rejecting this response because:
  
  It doesn't really matter how many times they've been out here, there is still a problem. At first the company said that it was because it was raining so hard. That can't be right since the same thing happens even during a light shower. If there is no problem with the gutters, why is this happening only in the front?

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