ComplaintsforPaul Davis Restoration of Louisville

• Initial Complaint

  01/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My house caught fire June 14th 2021 due to someone clipping a wire which sent a surge to find a ground and it found my water heater which started the fire I was not at home. when I got home Paul Davis was already here they said that they will pack and take care of my things that I have no worries they also stated that my house would be completely redone. I had just painted all the rooms in my house before the fire Paul Davis Restoration hired in contractors bidding for the job no one at Paul Davis checked on these workers when I did a walk through My walls were hideous they had somebody else come in and do some more painting I don't understand why I have to paint my walls over again because of the terrible job that was done they are supposed to replace the kitchen sink due to rust and scratches backsplash has not been placed in the bathroom on the bathroom vanity the window in the kitchen has not yet been replaced which my insurance company has paid them for these items and for the contractors that they hired to come in and do the job when I send them a text I get the same response one excuse after another my biggest pet peeve is I have to repaint my walls and before doing that I need to make corrections on the drywall they were paid to do a job and I don't understand why they wouldn't do the corrections that needed to be done before I came back in to my home. I am disabled both of my arms are excruciating in pain I am not looking forward to all the sanding and painting and this I have to do because Paul Davis said they were not going to correct it also they ruined a leather jacket valued at $60 and have not replaced the jacket a three bedrooms had no duct work hooked up to the vents my I called in my heating and air company they took video of the three vents I sent the video to Paul Davis they sent someone out but the bedrooms are still cold it cost me $60 service they have not reimbursed me after stating they would. I hope that you all can help me.

  Business response

  01/18/2022

  Thank you for reaching out with this feedback. Local representatives from both the content and repair divisions have been in contact with you to resolve any outstanding questions and concerns. Again, thank you for reaching out and we will promptly address any issues. 

  Customer response

  01/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Paul Davis Restoration has not reached out to me in any way]
  
  Regards,
  
  ********* *****

  Business response

  02/01/2022

  Good morning,

  We are still actively working on the project and addressing concerns.  Our estimator has been in constant contact with the property owner.

   

   

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February of 2018 I had a sprinkler pipe bust and occurred water damage to a upstairs bathroom and game room. Contacted Paul Davis Restoration because they had restored one of my houses due to fire damage. It has been a nightmare ever since they have started, they had 3 different people take over the job because they were either fired or quit. Nothing they have done has been fixed properly, they have put in the wrong sink 3 times, which another sink is sitting in the bathroom floor still not installed, damaged or broke other items, as well as having to put in and repair a set of double doors 3 times. Which were wide open yesterday when I got home, because they do not close completely. My steam shower was never fixed because they put the tile and closet doors in before taking it out, after seeing that then were going to have to redo it again, they told me they do not have anyone who could do the shower install, could I get it fixed. Who does that, dumps that in the lap of a 80 yr. old

  Business response

  07/21/2021

  Some of the info included in the complaint is accurate.  Its has taken an abnormal amount of time, due to many factors, to complete the project.  Unfortunately, a few former employees have worked on the project. 

  Our team is aware of the unresolved list of action items that need to be completed, per the phone call on 7/20.  PD supervisors, in-house techs, and sub contractors that are needed have been contacted.  We will work to schedule the remaining items and coordinate a time that works for you.

  Customer response

  08/09/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I have reached out to this business again because they have not contacted me since the response. No calls or texts. I reached out to ******** and have heard nothing. ]
  
  Regards,
  ******* ******

  Business response

  09/01/2021

  I'd like to get a final list of repairs that are needing attention or completion.  Can you please provide a last and final list?

  Customer response

  09/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [July the 6th was the last time I had received a response from Paul Davis,and that was to drop off a pedestal sink. No work has been done since. No text,no phone calls, NOTHING...that is what we have become to expect with Paul Davis. They continue to request a "list". I have sent so many unfinished lists per their request and still nothing gets done. I really don't see this list making much of a difference, none have produced any work being finished. But I know Brian is trying very hard to help resolve this nightmare we have been dealing with for 31 months. The unfinished work is installing the pedestal sink, bathroom fixtures: towel rack, shelf above the sink,soap holder, toothbrush holder, toilet paper holder,shower towel holder. Electric box was never replaced, door panel is rusted and doesn't close. None of the contents were unpacked and returned were thet belong. A ****** pole was damaged and a coke machine. No one has called to see about the damage or come to fix it. Everything is still in boxes and the larger items were returned dirty and and were only surfaced cleaned, bar and counter and glass backsplach was never cleaned, we don't know if the in counter blender works because they never unpacked it.]
  
  Regards,
  ******* ******

  Business response

  03/03/2022

  ****** with our content division reached out to speak with ***** ****** on Friday 2/25/2022 about the coke machine, ****** pole and unpacking boxes. We had originally tried to repair the ****** pole, but ***** stated that they were not satisfied with the repairs that were made. Per *****, Mr. ****** has a coke machine repair man that they were going to see if he could work on the machine. We do not know anyone that works on coke machines. ******** with the repair division also reached out to ***** on Friday about the bathroom accessories and the sink installation. She stated that there is an issue with the exterior doors in the upper level. We have replaced these doors three times and she was satisfied with the repairs when we last left the property in July. They are now an issue again and ******** told her we could send someone out to look at it. The bathroom fixtures that were originally in the bathroom prior to the loss are no longer available. ******** asked ***** to pick out the fixtures and we would get them installed. ***** stated she has a lot going on but she will try to make fixture selections. ***** was advised that once the selections were made, outstanding items would be scheduled to be installed along with the sink and to send someone to look at the doors. She does not want the content unpacked until these items are complete. We are currently on hold for fixture selections.

  Customer response

  03/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [

  ******, who was in charge of packing up and cleaning the contents, broke the glass insert to and antique ****** pole. When it was returned the rubber gasket was missing and they used putty to hold it in place, which is already cracking and falling out because it has to be a rubber gasket against glass and metal. It was also missing the bolt and nut that holds it in place. The antique Coke machine was deeply dented and paint was scratched off, on a large area on the side of the machine. The doors that they had replaced 3 times was because the first set were too small and did not fit with seeing the outside light and wind blowing in. The second set bowed so bad they would not even close. The set that is on now fits so tight on the right door you have to pull and yank to get it open and the left door blows open with the wind, so now a few times I had to go out and close it every time we have wind. The electric box was not replaced, it has rusted and the door does not close. I asked if they could send me samples of the bathroom accessories, and I was told to pick them out because they didn't want to send ones he didn't like?? I told her I am dealing with alot right now with my husband having emergency heart surgery, then with unforseen complications he had to have a pacemaker put in his chest, and then a blood clot from his surgery traveled to his brain and he suffered a severe stroke. He is left with severe apraxia and can not speak. And I work 7 days a week as Mr. ******'s caregiver. She said she would look to see what would match his bathroom, I thought that was what the insurance company paid them for. I did tell her I would try as well. I have not been able to get on a computer to look. Between my husband's speech and physical therapy three days a week and Mr. ******'s appointments I really don't appreciate them putting this on me for nothing still not being finished. Trust me I want this off my plate. But them doing their job would help the situation, there is plenty they could be doing now to finish, it has only been over 3 years now. Me not picking out a towel rack, shelf, and toilet paper holder should not stop them from finishing. I have photos of the ****** pole and coke machine, but I don't know how to send them to you. I will do everything I can to try to look for the bathroom accessories, but like now I am texting you this at 10:30 pm. This is the first time today I was able to sit down and check my email. 

  ]
  
  Regards,
  
  ******* ******

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