Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a consequence of the administrative failures of USAA and **** Davis, to complete what I was assured is a simple job (a week at most to complete), my tenant terminated the lease in February, **** Davis continues to tell me they are waiting on supplies to complete the job. **** Davis has been pushing the anticipated arrival date of the equipment for over a month.

  

  Business Response

  Date: 04/25/2023

  Good Day ************,
      *************************** chose a vinyl selection from ************************** which unfortunately was when ordered a month out from coming in. It was then pushed back another couple weeks until it actually was received. ************************** does not schedule installs until material is actually received. Material is in and install date in scheduled for May 5th. These things are completely out of anyones control. **** Davis has no control of home owners material selections and when those materials will be delivered as they are special ordered. ThanksTell us why here...

  Customer Answer

  Date: 04/30/2023

   
  Complaint: 19943289
  
  I am rejecting this response because:

  **** Davis fails to acknowledge and correct their errors.

  1. **** Davis has the responsible to keep the customer abreast of the timeline for the arrival of supplies.  Instead, the customer has to call the project manager, each time a supposed supply arrival date comes, only to discover that the date of arrival has been pushed. This happened on more than one occasion.  Customer should not have to pull this information. **** Davis still fails to communicate status of supply and work unless the customer makes contact.

  2.When it was clear that the supplier **** Davis chose could not deliver in accordance w/ the customers expectations. **** Davis should have provide alternative supply options for the customers consideration but never did so.

  3. **** Davis continuing to blame the supplier they selected, is unprofessional.

   

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/04/2023

  Respectfully I am rejecting your response. This is completely one sided. You are only hearing one side of the story. **** Davis prides ourself in service. This is the real world of residential reconstruction. We are not miracle workers who can wave magic wands and make things appear. Insured was kept abreast of timelines from the beginning as well as when time lines changed. **** Davis failure to continue to communicate is not accurate as policy holder has known of timelines from the beginning according to the project manager assigned to this loss. **** Davis merely recommended ************************** as a supplier and in no shape form or fashion made it appear that this was ************** only option. **** Davis placing blame on supplier being unprofessional is ridiculous. It is what it is. As I stated before we have no control over when customer selected material will be delivered. If and when time frames change in which in this industry happens frequently customer is kept abreast. There is no blame being placed anywhere just communicating the facts of what is the hold up. Spoke with ********************************* this morning and carpet, carpet pad, and vinyl is scheduled for install tomorrow Friday May 5th. Thanks

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Because of a home fire, we needed restoration help. **** Davis Restoration (PDR) was approved by **************************** The original estimate was just over $26,500. They added an additional cost of $2,887. All of which has been paid. They were to have us packed out, cleaned and packed back in. They demanded an additional cost of $13,258. When they returned our furnishings there were multiple pieces of furniture that were damaged/destroyed. They did not unpack anything. They left our home in shambles and there is still broken furniture in our driveway. The reason they listed for additional costs was that they failed to include two rooms originally and said we had too many boxes and too much stuff. We have begun to unpack and continue to find broken items. They used This Side Up to pack us out. Since this company moved us out, they have severed ties with PDR. Two men in a truck returned our things and placed them randomly in our home. PDR told a This Side Up employee that they were responsible for the damage and listed it at around $300. PDR overpromised and underdeliverd.

  

  Business Response

  Date: 10/24/2022

  **** Davis Restoration of Huntsville began on 06/29/22 we had did a initial scope where we came up with the predicted mitigation and content estimate for work to be complete. The mitigation estimate did not change but the content estimate increased. From the initial scope two rooms were missing but the adjuster we notified the adjuster ***** and he had no problem and approved of that amount. The reason it increased we had to use triple the amount of boxes. Also every clothing item was sent to the cleaner and every soft content item hand cleaned and placed in a new box. This is marked as a COD mean it is due upon completion of all the work that was complete. When we packed the homeowner in we did expect the payment of the remaining balance.

  We received an email  from ******************, describing his aggravation as well as his damages. Also stating he wanted us to pay for someone to unpack his boxes at a rate of $20/hour. We contacted our vendors that did the pack in and pack out for this claim and let them know about the damages that was discussed. In our estimate it describes nothing about unpacking the boxes and still have not heard a response from the adjuster to follow up back the unpacking. Only response to ******************************* was received by the homeowner, ****************** stating his adjuster said that we are responsible for unpacking. When **** Davis packed in the home we let him know that he had 30 days to unpack all of the boxes. This is because we have to report the damages to the movers in a timely manner or they will not be responsible. Thus far This Side up has stated to give the homeowner a $350 payment toward damages and **** Davis has agreed to a $658 reimbursement for damages to the blind. But we have stated to ****************** with him owing a balance to our company their is no way we can reimburse him any amount until he pays the remaining balance owed. **** Davis acknowledges the damages and never once described not compensating the homeowner for these damages. 

   

   

  Customer Answer

  Date: 10/25/2022

  I am rejecting this response because:**** Davis Restoration is avoiding the truth of this matter.  The truth is that they failed to complete the contract.  They did not move us back in and reset our things.  I don't buy the malarke that they missed 2 rooms, I don't buy the malarke that we had too much or that they used too many 'new' boxers.  In fact, the boxes had been written on with several explanations of what they contained.  We still have been unable to find our television equipment, a portion of our silverware and much more.  It is taking an extreme amount of time to go through the boxes.  Until we find the braces/brackets, etc., to install glass in our curio and china cabinet, we are left with a huge mess to walk around.  We are unable to reassemble our office furniture (that they didn't break) because we cannot find the brackets/screws to reconnect everything. Many of our prized possessions that are irreplaceable are damage.  Many boxes opened held broken or damaged items.  

  They have agreed to pay a small portion of what is damaged but until full restoration is completed WE will not be satisfied. 
  

  

  Business Response

  Date: 11/03/2022

  This matter has been turned over to our legal department

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18221531
  
  I am rejecting this response because **** Davis failed to complete the contract, even after adding additional expense.  They did not unpack our home.  They ***** or destroyed thousands of dollars worth of our property.  We have photos of everything damaged.  We have copies of replacement costs from the internet as backup. 

  They promised to reimburse us for damages.  We asked to meet with them today to exchange payment.  We just found out they have forwarded us to an attorney.  

  This issues is not going to be settled by our insurance company.  It will probably be settled when PDR accepts the responsibility for our losses and does the right thing to reimburse us for our losses.

  

  Business Response

  Date: 11/28/2022

  As stated earlier this file was turned over to our Legal Team and has been closed out with the client