ComplaintsforShowcase Restoration

• Initial Complaint

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After repeated, unwanted, communications with employees at Showcase Restoration, as well as unprofessional business practices.A claim was made for the property due to damage caused by a vehicle collision. The insurance company sent an adjuster and the claim was made, processed and paid out. I selected Showcase Restoration for the completion of the work needed to the garage area of the home, based on a recommendation from Nationwide. I was never provided an official, written estimate for the cost of the work. On September 15th,an amount of $500 was paid directly to Showcase Restoration as a down payment to begin work. The price of the work was never revealed to myself. Work was completed on October 22nd. At this time, the Project Manager, ****, provided a final amount due of $2,871.62, and a check was written to cover this, bringing the total amount paid to Showcase Restoration of $3,371.62. Even at this point, there was not any written invoice provided. Since work was complete, and based on the statements of the Project Manager, I was under the impression that our business relationship with the company has come to an end. Three weeks later, on November 18th,I was surprised to receive a call from someone named ***** at Showcase Restoration. This individual claimed additional money was owed. At this time, I requested a written, itemized invoice. The company has my phone number and email addresses and did not provide the information requested. On December 20th, another month later I received a second communication from Showcase Restoration, this time from an individual named ***. He requested money totalling $1,936.15.On December 28th, I received a third call from ******* concerning this situation. No official invoices or estimates have been provided to me at any point. These continuous communications are rising to the level of harassment at this time Any discussions of cost should have, but were not discussed with me.

  

  Business response

  01/19/2023

  Dear Sirs:
  
  We are in receipt of ******************** Complaint.
  
  The following is our response:
  
  **************** sustained damage to her home when a vehicle struck the home in June, 2022. ***************** visited site and agreed to the estimate for repair written by the adjuster. Showcase entered into a contract on September 6, 2022. *************************** signed the agreement with *****************
  
  ******** had a pre-construction meeting on September 6, 2022 and discussed how to proceed. ******** provided a copy of the estimate to her that day. He reviewed the estimate with ****************.
  
  After contents were removed, Showcase discovered additional damage. ******** let **************** know that we were supplementing the job. Supplements are common occurrence in Insurance Restoration work. (We do not charge for work that we cannot see or photo document. Once ******************** contents were removed and the drywall was removed, we discovered additional work to be completed because of the vehicle hitting the home).
  
  The total cost of repair to the home is $4,164.51. The adjuster has approved the additional work on October 12, 2022 in the amount of $5,307.77 and he also sent **************** a check for the additional amount minus deductible. **************** has paid $3,371.62. Her balance due to us is $792.89. We will be sending her a formal request for final payment and if she does not pay, then we will seek other actions.
  
  As to the request for the invoicing and estimates, we are unable to show that **************** received the estimates. We are not admitting fault either way. We will send all invoicing with the estimates when we send demand letter.
  
  **************** has signed off on the final finished work completed.
  
  **************** insurance company has approved and issued payment to **************** minus deductible.
  
  If you have any other questions, please reach out.
  

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Showcase construction damaged my property and refuse to correct the matter. The company had workers in my home and theft accursed

  

  Business response

  11/09/2021

  Business Response /* (1000, 33, 2021/10/06) */ Contact Name and Title: Adam G**** Production Mgr Contact Phone: (XXX)XXX-XXXX Contact Email: **@911showcase.com Showcase Restoration completed Ms. ***** ***** home at *** ****** ** on August 24, 2021. (See Customer Satisfaction Completion Certificate acknowledging repairs were completed to standard.). Ms. ***** signed the completion certificate and then a couple days later sent in the BBB compliant. We knew of a few of the complaints (door opening, garage door being detached, cut pipe) and thought we had addressed with her. We are addressing each complaint made by the customer and are scheduled to meet with her Friday, October 29th, 2021 as she currently is working out of town. Below are the complaints and our plan of action: 1. "Opening you can see outside through the crack in the kitchen": Once we are able to have access to her home we will inspect the subfloor installation and reinstall areas of concern. 2. "Picture taken day after fire garage door intact before contractors damaged it that it won't close to or bottom": The garage door was already damaged prior to the fire, and had to be detached from the ceiling in order to facilitate the ceiling repair. The ceiling was damaged by the fire department when extinguishing the fire in the home. We were unable to reattach the garage door tracks as the customer's personal belongings were in the way. We will either repair the door to working order or replace the garage door. 3. "Door was thrown out company refused to replace new door. Picture is proof of door and vent the company won't replace. Also Picture showing exposed pipe that was cut by contractors": The customer made reference to the vents and pipe further down in the complaint, we will address the door and follow up with the other two items later in the response. We had a change in Project Managers during the project the door was overlooked. The door separates the kitchen from the dining room. The customer did raise the concern to the assigned Project Manager but also said not to worry about replacing the door so no action was taken. We have no issue with installing the door. 4. "Kitchen pipe cut by contractors had to have plumber correct the matter Project Manager was made aware of damage contractors caused. Pipe was damaged when wall or trim went up.": We were unaware the water supply line was damaged until water was turned on for plumbing fixture installation QA/QC. We unsure when this was damaged or how it was damaged. We did repair the drywall that was removed to facilitate the repairs, and are willing to pay a reasonable reimbursement with the receipt from the customer for plumbing repairs even though we are uncertain we had anything to do with the damage. 5. "Company covered up 2 kitchen vents when flooring was done. I had to hire someone to correct this. Duct worked detached in 3 different areas of the house. Contractors knowing this happened and covered it up": We did not intentionally cover up the HVAC registers and accept responsibility for the incorrect installation. We will reimburse the customer for the labor and materials associated with the repair or complete the repairs ourselves if they have not been completed. We feel it is important to note we replaced the flooring in the rest of the home due to issues with rot and previous water damage at no cost to the customer. Our scope of work was limited to the garage, kitchen, dining room and living room. The other half of the home would not have passed inspection with the condition of the home. Our scope of work approved by the insurance company was for cleaning of the carpets, we installed new subfloor and luxury vinyl plank in the unaffected parts of the home at no additional cost to the customer. We encountered other roof leaks (changed a roof boot at no charge, etc.) that we repaired at no cost to the customer in an effort to move the job forward. 6. The customer also alleges our company stole items from her home. The customer's insurance policy only approved a small amount of content manipulation in the home (the movement of contents); with the understanding there were not sufficient funds, Showcase agreed to move the contents into the garage without cleaning in order to start repairs inside of the home. The customer agreed to provide a storage pod and empty the garage herself. The customer never rented the pod, and the contents stayed in the garage for the duration of the repairs. We advised the customer we were not responsible for the contents in the home from the onset and she agreed. The customer did file a police report, we made several attempts to contact the detective involved with the case, but was never able to make contact nor received a call back. We are still available to cooperate with law enforcement if needed to bring closure to this issue. However, we Showcase Restoration from the onset were never responsible for the theft or contents left in the home. The final inspection of the home is still needed, we have reached out to the customer in an effort to schedule the inspection with the city's permitting and inspections office; the customer is not available until October 29th, 2021 as mentioned previously she works out of the state. Currently the home is vacant and we do not have access to the home. We did receive a final electrical inspection on the home on Thursday, August 19th, 2021. In closing, we are working with the customer to rectify any and all complaints. Any monies owed to the customer will be paid once the balance is paid for the work completed in the home. The customer has a sizeable balance owed and we have been made aware the remaining funds have been released by the insurance company. Below are the pictures we could not open to review and provide comments on: ************************************ ************************************ XXXXXXXX_XXXXXX XXXXXXXX_XXXXXX XXXXXXXX_XXXXXX XXXXXXXX_XXXXXX Consumer Response /* (3000, 37, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel company is not being truthful with facts.Company is leaving facts out Adam is a rude person difficult to work with. At this time co mpany and I can't come to a agreement.

• Initial Complaint

  05/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started this claim on March 16, 2021. The first employee that got my claim the company fired him. No communication with him, only one text and one single phone call. The second employee they assigned when I thought that everything was on the right track, I receive a msg that he got a new job opportunity but that will not affect my job. On Monday May 17 a new person came to do the job. They discovered that the shower floor was to small. He told us he would get it. Turns out I got assigned a new employee again to hopefully start the job. It been two months and 3 different employees and the job is done. I would like my bathroom fixed. I can't wait another months.

  

  Business response

  08/13/2021

  Business Response /* (1000, 8, 2021/06/08) */ Showcase Restoration is in agreement with the customer's complaints; the departure of two of our employees created a delay in finalizing the project for our customer. The newly assigned Project Manager is frequently communicating with the customer and has completed their project. Unfortunately, our company is responsible for the delays; I hope we have been able to repair the relationship with our customer and have ultimately delivered the product they hoped for. Consumer Response /* (2000, 10, 2021/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩