ComplaintsforPaul Davis Restoration & Remodeling of Southeast and Fox Valley WI

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hired to remediate a sewage back up. Work took over six months and upon completion it was noted that the trimwork, painting floors were sloppy and unprofessionally done. There are large issues (gaps, cracks, and sloppy joints) in trimwork, the painter never completed the work despite appointments he didn't show up at, and the floors have gaps in it that were not there previously. The company was contacted starting in January ************************** March 2024. No contact has been received back despite multiple requests. Additionally, cabinets were not reinstalled appropriately and have large gaps where previously there were none. The company also damaged an oven that required replacement. This cost well over $1000 but we were compensated only for part of that. Images on below are examples with more available upon request.

  

  Business response

  04/04/2024

  In receiving ********************** complaint, an appointment was made for Tuesday, April 2nd at 10am for **** Davis employees to view the homeowner's concerns. ******************* and *******************************, a **** Davis estimator and project manager, visited the home and reviewed the work needed. After the site visit, it is believed the items of concern can be done next week and our tentative completion date is set for 4/15/2024. ************ will be in contact with ****************** to schedule the necessary repairs and our office will update this complaint record once the repairs are finalized. Thank you! 

  Customer response

  04/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We filed a claim with USAA for water damage for the remediation, remodel and restoration we enlisted the help of **** Davis Restoration of ******** in October focused on repairs to kitchen, bathroom , bedrooms and family room.**** Davis has provided subpar work on every project to date. We have bathroom cabinets that dont open properly because they run into the door, they brought in a plumber who addressed clogs but failed to address the plumbing issues despite a complete diagnostic two project managers present, the kitchen has been configured improperly since no template was provided for approval to begin the work, we have cabinet doors that are a safety issue due to them lacking screws in multiple places which resulted in me being hit in the face, the cabinets are also improperly fastened to the wall and all slope and are misaligned, we have no permits for the work they did, the electric in the kitchen is not up to code and improperly done, we have had 11 Project Managers who have all failed to keep the project on budget, on time and have failed to advance project since February 28th.We have terminated our contract with **** Davis for breach of contract and want a complete refund as the majority of the work they have done has to be redone.This company has mislead us and failed us when we needed them most.No one should have to go through this when dealing with an insurance claim

  

  Business response

  08/11/2023

  **** Davis values the feedback of our customers and we thank ************ for sharing his concerns with our office. We certainly wish to find a resolution for this matter. **** Davis management is reviewing the issues presented by ************ early next week and we will be in contact with ************ by the end of the week to discuss a solution. Thank you!

  Customer response

  08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  we want a complete refund from **** Davis  the work you did is sub par at best you have been unprofessional and there's nothing you can say to justify why this project that's compromised of 3 rooms has taken longer than to build a house still is not done.

  I also want the detach /reset fee and the money for plumbing reconnect . We asked for this in writing over a month ago
  .,.Regards,
  
  ***********************

  

  Business response

  08/23/2023

  **** Davis management has requested a meeting at **************** home to view the workmanship concerns described. We are in communication with him to possibly meet Monday, August 28. We appreciate **************** cooperation! Thank you.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 31, 2023, a leak from an outside spigot at our home was discovered to have burst over the winter by leaking water into our house. **** Davis was called and responded the same day. The water problem was mitigated my 6/5/2023. I was told that I would be contacted by the restoration side of the business "..in a day or two". The mitigation team left my house in a mess, and no further contact was received from **** Davis. We have been living with this (see photos) for three weeks.

  

  Business response

  06/27/2023

  Good Morning,

  
  There was a clerical error with ****************** file, therefore, our reconstruction team was not notified of the repairs needed at ******************************. The error was corrected this morning and our reconstruction estimator immediately contacted **************. ************** explained he is going to work with the original builder of his home for the repairs. I have followed up with our team about the mattress removal and I will make sure we reach out regarding that item. Otherwise, ************** has declined any repair services from **** Davis.

   

  Thank you,

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

  Customer ********************** Support

   

• Initial Complaint

  01/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company was hired July 2022 to restore our home after a tree fell on our house.The top reasons we cancelled the contract are negligible workmanship, lack of communication, incoherent plans, safety of our home, safety of our family & improper billing.Negligible workmanship was demonstrated with incompetent drywall work, framing work, damaging of personal property and workers writing their names on our ceiling. Lack of communication was proven with not including the homeowner in making decisions, asking for updates, ¬ returning phone calls.Incoherent plans were demonstrated by not following the estimate that was approved.The homeowner had to ask more than twice on many occasions to complete jobs in their entirety.Safety of our home was not considered with lack of building permits. They tried to charge us their late fees for these permits.Safety of our family was not considered with leaving doors wide open after they would leave.I asked multiple times to have the information of what subcontractor was coming to work on house.Multiple times people would show in unmarked vehicles asking to come in.Improper billing was demonstrated with five edited bills until it went into an invoice.They argued many points & the work that they were trying to charge us for was not completed evidenced by pictures.We ended up settling on a final bill.It was very difficult to work with this company to receive a fair bill.We are 7 months out & still living on the subfloor & exposed walls.Stay away if you value your family's ************* home's safety and integrity.This business committed to provider home back to pre-loss condition. They failed to do this in multiple ways. You were not appropriate for our homes restoration.Many errors on materials, and workmanship.Although this company did credit back an amount for fixing the ceilings, it is short by thousands of dollars to hire anyone else.This company should not be able to advertise the level of workmanship they claim to have.

  

  Business response

  02/09/2023

  **** Davis appreciates ******************* opinions while working with our office. It is in learning from our customers that **** Davis can pursue our goal of practicing continuous improvement. *************** shares while working with ******************************* the company did not follow through with a clear plan, proper communication, professional workmanship, accurate billing, or respect the safety of her home and family. It is clear her experience is a situation which much improvement was needed. While *************** and our office disagree on the details of some of her presented concerns, we certainly acknowledge mistakes and errors were made. This caused her restoration process to not meet the standards **** Davis strives for, and we cannot apologize enough for causing worry for *************** and her family.

  
  Our office did try to resolve ******************* concerns with her, but ultimately it was decided her family would discontinue service through **** Davis. Therefore her project team and management discussed a plan for our end of service prior to *************** submitting her complaint. As *************** states, an agreed upon final total has already been determined and her family is going to continue property restoration with another company. 

  
  This submitted complaint of Mrs. ****** is the same review already posted to the Better Business Bureau and multiple other review sites. **** Davis understands the frustration of ***************, however, the desired settlement of this complaint is a modification or discontinuance of an advertised claim and *************** has not explained any advertising involved with her situation. **** Davis accepts this was a project in which we did not fulfill Mrs. ****** or the companys expectations, but with the separation already agreed on with ***************, it is not believed anything more is required of our office to address this complaint.

  
  **** Davis knows our services are often required due to inconvenient, unfortunate, and damaging circumstances, and none of these disruptions are easy to manage. Having a contractor that can assist one through this difficult time of property restoration is critical. We are saddened **** Davis did not fill this role well for *************** while working together, but wish her all the best for the successful completion of her restoration.
  
  

  Customer response

  02/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  "*************** and our office disagree on the details of some of her presented concerns, we certainly acknowledge mistakes and errors were made." Please describe in full the details you disagree with. 

   

  To clarify my complaint is a modification or discontinuance of an advertised claim. Your company advertises restoration of storm damaged homes. Your team does not have the skills to do this. It was evident by almost every job completed at our site. Including, we now found the drywall put into the ceiling by **** Davis is a fire hazard. Also, evident by not building our porch to code. There are clear examples that you are advertising work that you physically are not able to do. It is quite maddening to take families in traumatic times and promise them something you cannot complete. 

  
  Regards,
  
  *************************

  

  Business response

  02/17/2023

  Our office disagrees with Mrs. ****** complaint that a modification or discontinuance of an advertisement is necessary. **** Davis provides property restoration services for homeowners affected by various circumstances, with storm damage simply being one example. We have assisted many other customers in their time of need and have had great success. Unfortunately, in this circumstance there were some impasses and the ultimate outcome was to part ways. *************** was unhappy with the service by ******************************* for her storm damaged home, so she made an understandable and important decision to end work with our office and move forward with another contractor she feels will be a better fit for her property and her family.  

  Customer response

  02/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not agree that our home is an acception to your otherwise "outstanding" business. I stand by stating your company should not be advertising the work you perform. It is incompetent work and not safe for other families to work with you.
  
  Regards,
  
  *************************

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** Davis Restoration was contracted by our homeowners association to provide temporary power and remediation at our condo complex. One of the townhomes was struck by lightning and the resulting fire caused a loss of electrical power in all units. We were originally told that we would need temporary power for a few weeks to a month. It ended up being about 7 months. During the entire time we were on temporary power, we did not receive any invoice or information regarding the costs. When we finally got an invoice after remediation and restoration of power, the invoice did not provide details on the work completed specific to our unit. There were varying amounts of damage to adjoining units. The invoice we received simply listed "Mitigation and/or Emergency Services" at a cost of over $40,000. As a result of this lack of detail, our insurer will not pay the claim. I have requested a detailed invoice from **** Davis several times and have yet to receive one.

  

  Business response

  10/08/2021

  This letter is in response to complaint ******** submitted by Mr. *********************** on September 27th, 2021.

  
  A generator system was set up at the condominium property following a lightning strike and fire to provide affected units with electricity and allow those residents to remain in their homes. This was expected to be a temporary source of power for a few weeks, but the need unfortunately continued for months until the site was fully approved for repair services to begin,and regular power was completely restored.

  
  The ********* ******* of Mr. ****** condominium association had originally approved the costs related to the temporary power. Therefore,while the temporary power was in use, the costs were directed to the ********* ******* of the condominium association instead of the individual unit owners. When the claim was later denied by the associations *********, **** Davis sent respective documentation to the ********* companies of the of the affected units. The homeowners were informed of this need to reach out to their individual ********* companies by the condominium association. Unfortunately, after its review, Mr. ****** ********* ******* also denied coverage. Of the affected units, Mr. ****** ********* is the only one which has denied payment for the temporary power supply.

  
  With the submission of Mr. ****** complaint on September 27th, the **** Davis estimator involved with the emergency services emailed ************* that evening hoping to clarify again the *******s invoicing. The mitigation and emergency services invoice ************** references in his complaint does not include the costs for repairs made to separate units or the condominium building. It is for the emergency work only, such as the initial stabilization of the site and the temporary power needs. With payment falling to the individual homeowners, the cost of the temporary power was divided into six portions to be billed to each affected owner. As of now, the individual ********* companies of the other units have covered the emergency costs associated with the temporary power.

  
  **** Davis has forwarded documentation to ************** and his ********* ******* many times, including the invoices from the electric contractor providing the generator system. Information was again sent to ************* in the estimators email on September 27th. Through the various communications to ************** throughout this claim and the recent emails to ************** last week, it is believed the first part of the desired settlement of Mr. ****** complaint has been satisfied.

  
  Currently, no billing adjustment is being considered as we hope to resolve this balance between ************** and his ********* *******. In the meantime, with ********* coverage denied by all carriers, ************** remains the responsible party for the service charge. Without any communication to our office from ************** discussing resolution options for the invoice, the **** Davis accounting department did send an intend to lien notice on September 24th,2021 protecting the *******s lien rights. Although ************** was initially invoiced in March 2021, **** Davis is not planning on pursuing late fee charges from that date. This satisfies the final part of Mr. ****** desired resolution.

  
  It is not the intent of **** Davis to cause frustration for ************** for the restoration process or the payment of services. Our office works primarily with restoration projects that are part of an ********* claim and the estimators were also surprised by the denial of coverage for *************** supply costs. Our office was not informed the reason for claim denial was due to any lack of detail in the documents provided by **** Davis,and instead our estimators have supported approval of Mr. ****** claim through continued discussion with his ********* ******* during this process. Since ************* filed his complaint, the emergency services and reconstruction estimators have reached out to the ********* ******* again to describe the circumstances of this property damage. Our office encourages ************** to also contact his ********* claim review team to determine the exact reason for denial and how **** Davis can assist in its approval. Our office hopes to work together with ************** and his ********* ******* to encourage the coverage of the costs for the temporary power at this property. We hope to hear from ************** after his contact with his ********* ******* and determine an agreeable resolution for the outstanding balance owed.

  Customer response

  10/18/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There are some discrepancies with the response from **** Davis. While it is true that we were originally informed that the temporary power would be for a few weeks, once it was evident that the temporary power would be longer - communication from **** Davis was minimal. I and the rest of the affected owners requested on multiple occasions to get an estimate on the costs of temporary power. There was no communication from **** Davis that provided any info on what the costs were. While we had power, we were left totally in the dark as to the ongoing costs of the temporary power. 
  

  it was not until the final invoice that we had any knowledge of the charges for temporary power. We and our insurance company were not given the opportunity to make an informed decision and the charges forwarded by **** Davis seemed excessive. In speaking with several of my neighbors, it was evident that there was not due diligence on the part of **** Davis to equitably charge each homeowner for the corresponding temporary power. It appeared that the total invoice for power was split evenly - and included charges for the remediation of the home that was struck by lightning. I asked on multiple occasions for a detailed invoice and received the aggregate invoice - not one specific to my home. 
  

  Its disappointing that **** Davis appears to imply that there is a reluctance to pay the invoice. **** Davis needs to take ownership of the lack of communication to the homeowners after the claim was denied by the condo association. The lack of transparency during the almost six months of temporary power was very frustrating and influences the skepticism in the accuracy of the invoice. Since the original complaint was filed, my insurance carrier has revealed that there were charges on the invoice that were not applicable to my unit. This discovery validates my original issue with the invoice. 
  

  please understand that this has been a very frustrating ordeal and the intent of the complaint is to ensure that **** Davis make the necessary operational changes to prevent this type of poor service in the future. 
  
  
  Regards,
  
  ***********************

  

  Business response

  10/29/2021

  ************** is correct that he and the other condominium owners were not informed of the cost for the temporary power. As previously explained, he and the fellow unit owners were not the original responsible parties for payment when the power was set up or for months following until the condo association claim denial was received. ************** is also correct the total cost of temporary power was split evenly among the affected units once it was learned the individual units would need to be billed for the service. Based on the situation, this seemed a fair as possible invoicing option, since the power set up allowed all the units to have power at the same time and our office was not informed of any per unit usage data.

  
  **** Davis recognizes the importance of communication during the restoration process and the frustration surrounding the situation ************** experienced with the fire. **** Davis certainly did not intend to add to the already stressful occurrence. Regarding ongoing communication at Mr. ****** location, it was the understanding of **** Davis that the condominium association, as the organization responsible for the building, was providing information to the affected unit owners about the restoration status of the property.

  
  To resolve the billing situation of Mr. ****** complaint, the charges he indicates that were in disagreement with his ***************** have been removed. Mr. ****** ***************** has agreed to a revised total with **** Davis and will be issuing payment to ************** to submit to **** Davis for the revised invoice. This determination was made last week and ************** should have already been notified by his insurance adjuster of this resolution with **** Davis.

  
  **** Davis welcomes feedback and appreciates ************** sharing his experience. **** Davis hopes ************** is understanding there was no intentional lack of transparency on behalf of the company or our staff. We appreciate Mr. ****** patience on resolving this billing issue and presenting his feedback as a discussion for future improvements within the company.

• Initial Complaint

  07/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paul Davis was contracted by myself to restore water damage I had in my bathroom. This occurred July 2020. They came and dried out the damage, but never returned to put it back together. My bathroom had no walls and was freezing during the winter months. And when they were there to dry out my bathroom, they cracked my toilet, stepped on and broke my WiFi extender, and broke my calendar Lang enclosure. And I just got a $250 check from them now to cover 1/2 of the damage and they do not plan on giving me the rest of the money to cover all of the damage (I have pictures of the damage). They also put lien on my condo for money they claimed I owed them, $3500, that they knew the insurance company was going to cover but they were waiting on an itemized list from Paul Davis. That itemized list they sent insurance company which they paid was $1500. Half of what they were trying to get from me. I’m sure that they thought with the threat of the lien I would just pay the $3500.

  

  Business response

  08/06/2021

  This letter is in response to complaint 15692073 submitted by Ms. ******* ********* on July 25th, 2021.

  
  Paul Davis was hired by Ms. ********* to mitigate water damages due to a leaking water heater in July 2020. Paul Davis acknowledges that during the team’s mitigation work at the property, damage did occur to a toilet, WiFi signal extender, and a calendar frame. Unfortunately, initial attempts of communication to discuss compensation with Ms. ********* regarding these damages were not returned. Similarly, when the reconstruction estimator followed up after his site inspection and estimate submission, he did not receive contact from Ms. ********* requesting to move forward with Paul Davis for reconstruction of her home. Therefore, Paul Davis did not complete repairs since the company was not hired for those services.

  
  The original estimator and project manager of Ms. *********’s mitigation project left employment with Paul Davis later in 2020. As of his departure, the former project manager was unable to connect with Ms. ********* to settle the matter of the damages she discusses in her complaint. Unfortunately, with the original project team of Ms. *********’s leaving, this led to incomplete file records resulting in the billing discrepancies she sites. Ms. *********’s invoice with Paul Davis is paid in full and the company greatly appreciates her patience as our office worked to resolve that invoicing error.

  
  During the discussion of this billing issue, Paul Davis’ account receivable department learned of the unresolved compensation for Ms. *********’s damages. A staff member attempted to identify the damaged items and locate notes regarding this situation to provide Ms. ********* an agreeable refund. In this effort, $250 was issued by Paul Davis. Following this, Ms. ********* contacted the accounts receivable department explaining this was an unsatisfactory settlement. Ms. ********* was then asked directly in an email on June 29th, 2021 for the amount she believed to be fair for settlement of this matter.

  
  Paul Davis attempted to contact Ms. ********* previously about an agreement and is disappointed a resolution was not arranged sooner. Ms. ********* states of Paul Davis in her complaint “they do not plan on giving me the rest of the money to cover all of the damage”, but this statement is inaccurate. This was not told to Ms. *********, and as shown in the June 29th email, Paul Davis was open to further discussion after the $250 payment was issued. It is the position of Paul Davis that the submission of this complaint was unnecessary, as Ms. ********* was already in active communication with our office about additional compensation and could have replied directly to the company with the $350 amount she requests in her desired settlement.

  
  Paul Davis considers the additional $350 payment a reasonable request and a check has been mailed to Ms. ********* today, August 6th, 2021 to successfully resolve this issue.

• Initial Complaint

  07/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paul Davis solicited me to do the restoration repairs from a home fire. In the process of repair they damaged personal property. After a year of stalling with compiling and estimate that was reasonable. I now have hit another wall with getting paid for that damage. They are illusive and give generic answers when I inquire about the money owed to me. I want what’s owed to me so I can have the damage they caused repaired. It’s been over 14 months since they caused the damage that they admitted to doing. It’s just been one stalling game after another. I just want what’s owed to me so I can repair the damage and move on from this horrible experience.

  

  Business response

  07/15/2021

  Mr. ******’s check was issued on July 7th, 2021 and he was informed of the payment that day by the Paul Davis ********** *******. In return, the ********** ****** received confirmation from Mr. ****** he received the check on Monday, July 12th. Paul Davis greatly appreciates Mr. ******’s continued cooperation and patience regarding this refund agreement and disbursement.

*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. ↩