ComplaintsforPremier Restoration

• Initial Complaint

  11/15/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This all started when our kitchen flooded on August 22, 2021. We filed an insurance claim on August 25. Premier restoration came and assessed the damage on August 27. They said they would pull up the flooring that was wet to mitigate for a few days and then the process of replacing floors and damaged cabinets would take no more than 1-2 weeks. Based on that, I agreed to move forward with them. They did not only remove the floors but our entire kitchen- counters, cabinets, and sink. After the mitigation process, and with our kitchen still unusable, I did not hear back from anybody for a month. When Joel from the company finally contacted me around the end of September, he said they would begin the work in 1-3 weeks and it would only take 1-2 weeks to complete. Trying to communicate with Joel has been sporadic at best and often when he would say someone was coming to do something they would never show up. It seems nothing would ever get done unless my husband and I were constantly following up with him. It is now the middle of November and they finally did put everything together last week, however, whoever they have doing the plumbing is incompetent. After having Joel send someone back twice to look at it, we are still having water leaking from the pipes and there is no water going to the dishwasher. We have notified him again about this and his only response is he’ll try to see what he can do. It has been 3 months since we have had a usable kitchen and this needs to be fixed immediately. There are also smaller issues that I feel the company should complete: they have left an exposed outlet under our sink; they said they were going to paint all walls in which the removed the baseboards, which they did not do; they did not place the towel holder back in the wall; and there is a screw sticking up about 2 inches from where they removed and replaced the toilet.

  

  Business response

  11/29/2021

  This issue was dealt directly with the customer as soon as the message came through to our company. We were very surprised to see a complaint brought to the BBB attention as we were actively working to resolve the issues brought to our attention. We pride ourselves on doing the right thing at all times. As far as the timeline goes overall with insurance work the timeline has very little to do with the contractor or the homeowner. Nearly all delays, including the delays mentioned here, have to deal with waiting on the insurance company to approve the loss itself, agree upon the scope with all involved parties, and agree to a price with all involved parties. This process (not including repairs) can take anywhere from 1 week to several months. During the waiting process, our team prides ourselves in keeping all parties informed of where we are in the process. As everyone in our market is feeling, the labor shortage has made our job extremely difficult to find contractors to do the work in the timeline requested by the homeowners while working for the price the insurance company is willing to pay. Regardless, all issues have been resolved, and we hate the customer felt it necessary to file a formal complaint without giving us the opportunity to right anything they had issues with. We wish all parties well and trust that if any more issues arise, that we will be made aware of them and given the chance to fix them.
  

   

  Please see details below from Project Manager:

   

  "Issue with dishwasher was brought to our attention 11/13. The only
  plumbing leak that we are aware of was 2 weeks ago during repair.
  Someone knocked a cap off a drain line and when the HO took a shower and
  some of the water from upstairs backed up out that drain line. As of
  11/13 HO stated that only issue was the Dishwasher. I spoke to him
  earlier today to get his schedule from him so that we could get a
  plumber out to look at the dishwasher. As it stands now I am waiting on
  the plumber to tell me the earliest he can get onsite to look at it.
  Will be this week but its short notice so they are trying to fit the
  service call into their schedule. I will have our plumbers on site ASAP
  and they will fix any leaks but if there is an issue with the appliance
  its self that will be out side of the scope of work."

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