Complaints

This profile includes complaints for ATI Restoration LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ATI Restoration LLC

  3360 E La Palma Ave Anaheim, CA 92806-2814

  
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  American Technologies, Inc.

  25000 Industrial Blvd Hayward, CA 94545-2349

  
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  ATI Restoration, LLC

  8412 Sunstate St Tampa, FL 33634-1307

  
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  American Technologies Inc.

  13300 James E Casey Ave Ste 400 Englewood, CO 80112-5756

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  ATI Restoration LLC

  1050 Greens Parkway Ste #100 Houston, TX 77067

  

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:05/02/2025

  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.

  Complaint taken over phone by H363137**3238313831H representH3231343430363636**32Hve BA.Consumer hired the business in January 2021. She had had a house fire and the business &#**;put it back together." Since 2022, the shower in the basement there is a puddle on the floor. She has been trying to get this fixed since then. Workers have been out but it is not fixed. The last time she took a shower was April 2025 it flooded. She called the ********* **** ***** on 4/21/2025 and he has not gotten back to her.

  

  Business Response

  Date: 05/20/2025

  Thank you for contacting the Better Business Bureau. We sincerely apologize for the ongoing issues with your basement shower since 2022, especially after the work following the fire in January 2021, and the frustration of the April 2025 flooding.

  We acknowledge your contact with **** ***** on April 21st. Our Project Manager met with you on May 15th to assess the situation and has since been actively working on this. He was at your property last week and spoke with you again this morning, and will be back tomorrow. We remain committed to resolving your basement shower issue and will keep you informed.

  Thank you for your continued patience.

• Initial Complaint

  Date:01/17/2025

  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.

  We initially started working with ATI Restoration LLC. (ATI) on September 11, 2024 through our insurance provider (***) as they were recommended to provide an estimate for a repair to our roof. We then attempted to move forward with ATI for the repair/restoration project. It took approximately two months (November 6, 2024) for an employee of ATI to follow up and provide us with an invoice to initiate the repair after reviewing what work would need to be completed. After we reviewed the invoice we paid ATI $5,605.81 on November 9, 2024. Several weeks passed before receiving any form of follow up from the company. However, in mid-December several employees of the company came to our home, ripped the tarp that was providing temporary coverage on our roof, threw various items of ours onto our yard and later informed us that they could not complete the work that we had paid for. On December 24, 2024, we were informed by the ATI representative assigned to us that we would be fully reimbursed. Since that time we have made multiple inquiries regarding our reimbursement and have been told several times that the reimbursement has been approved and was at the corporate office level. However, we have not been able to actually speak with anyone working on the reimbursement nor have we received any form of refund.

  

  Business Response

  Date: 01/20/2025

  We understand your frustration with the delays and lack of communication regarding your roof repair and refund. We're committed to resolving this and have worked diligently to process your reimbursement. On Friday, January 17th, our Accounts Receivable Manager approved and issued a full refund of $5,605.81 through our web payment portal. You should receive the refund within 5-7 business days. We sincerely apologize for the inconvenience and wish you all the best.

  Customer Answer

  Date: 01/21/2025

  After contacting the Better Business Bureau ATI contacted us and informed us that we would receive our refund by today (January 21, 2025).  He did not mention anything about 5-7 business days.  It has already been nearly a month and his is completely unacceptable and unprofessional.  

  

  Business Response

  Date: 01/22/2025

  We understand this has been a frustrating experience, and we sincerely apologize for the inconvenience.

  A full refund of $5,605.81 has been approved and issued through our web payment portal.

• Initial Complaint

  Date:01/09/2025

  Type:Billing 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.

  On Nov. 15, ****************************************************** a check that should have been paid to this company. All payments prior to this were paid directly to ATI, as we had advised.When I was told that the payment was my responsibility, I looked over the invoice and saw duplicate, inflated and items invoiced that had no relevance to our claim. The company was in the process of being bought out and took almost 2 months after the expected date of completion to finish the repairs. When all was done, instead of dealing with a project manager and an estimator, we had 3 of each. The people with whom I worked are no longer with the company. I let the contact person know I saw invalid charges, asked who had verified the invoiced amounts and for time to look over what looked to be an intentionally confusing invoice, I was met with a demand for payment. I have been being threatened with false reporting to credit agencies, a lien placed on my home, possible litigation and digitally forged documents to support false claims. It has been 2 months since this began, we want to pay what we owe...but, no one is willing to listen, no one has offered to come out and look at our home.I attempted to make a payment of what I believe is more than valid and less than what is being demanded. But, the portal notes that by making a payment via the portal we are availing ourselves to additional payments without notice and to the discretion of the company.I just received a notice of intent to lien if payment is not made in 10 days. I have gathered supporting photos and created a document with explanation of why the items of interest are fraudulent. I will be sharing this information with the Department of Insurance Fraud Investigations, if ************ request is that the company cease any fraudulent reporting to credit agencies, abstain from putting a lien on our home and accept a payment while the invoice is reviewed by an unbiased party.Not sure what to do about digital fraud

  

  Business Response

  Date: 01/20/2025

  We understand that this is a challenging situation for everyone, and we want to address the customer's concerns with clarity and empathy. To clarify, the payment the customer received was sent directly from their insurance provider to cover the ATI invoice; it was not a mistake. 
  
  To clarify the timeline: The customer expressed no concerns about the work or billing until after payment was requested. The project scope was clearly defined and approved by their insurance company. Throughout the project and upon completion, the customer expressed ******************************* and signed a Certificate of Completion. Furthermore, a credit was issued for work not performed, reducing the repair total. The original scope of work was for $19,585.16 ($2,500.00 Policy Deductible and $17,085.16 for Repairs) The new repair total was $16,189.19 ($2,500.00 Policy Deductible and $13,689.19 for Repairs).
  
  Regarding the invoice, we assure the customer it accurately reflects the agreed price among the customer, **********************, and their insurance company, backed by documentation. The claim of digitally forged documents is unfounded, as we possess both physical and digital signatures verifying the agreements.
  
  We know that filing a lien can add stress, and were here to provide any further documentation to clarify our position. Please reach out with any questions or for further discussion.

  Customer Answer

  Date: 01/22/2025

  The estimate submitted to ***************** and the invoice submitted to me for payment are very different, these documents were submitted with the complaint. A simple walkthrough of my home will show that items in question were not done.

  The invoice that is being submitted for payment includes labor and items that were not included in previous estimates and simply did not apply to the repairs that were necessary. The invoice was created after the COS's were signed, I had no way of knowing what was going to be invoiced or billed for.

  The Project Manager and Estimator did not verify the invoice as they were no longer employed when the invoice was modified. The sub contractor can also verify that the items in question were not done. I have names and numbers for the previous project manager, estimator and sub contractor.

  .

  

  Business Response

  Date: 01/28/2025

  The signed work authorization clearly outlines the scope of repairs and the associated costs.
  Total Project Cost: $16,485.20
  Deductible: $2,500.00 due upon signing.

  Phased Payments:
  * $6,992.60 due upon ***** delivery (unpaid despite invoicing since June 2024)
  * $3,496.30 due upon completion of painting.
  Remaining balance due upon project completion.

  The work authorization explicitly defines the payment schedule, ensuring transparency regarding the expected costs.

• Initial Complaint

  Date:01/08/2025

  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.

  A tree originally fell on my house 08-2023.They didn't start work until the last week of Oct. They were supposed to take 5 days to complete the job according to the project manager JG. He said the job would be done first week in Nov. The roofer did a lot of damage to my porch I had called him and the company the very same day to let them know about the damage the roofers had done. He said they would take care of it and the main support beam connected to the house was covered under my warranty from a pervious house fire when they did a 2020/2021 job. I told him I wanted another company to repair damages. Venturi sent out another contractor in Feb.2024 for an estimate. Nothing got fixed .I was informed in Feb I had another project manager ****. I didn't see him until April he had another guy do an estimate .I contacted **** **** GM and ***** ******* ** and nothing has been taken care of concerning damages done by the contractors after being told it would be taken care of Feb ******* fence on the side of the house was supposed to be covered by my supplement check *****.** and **** told me when they got the supplement check I would get my fence. I have no fence and a damaged front porch

  

  Business Response

  Date: 01/22/2025

  We understand this has been frustrating for the homeowner. As a returning client (2020), she contacted us 8/10/23 after a tree fell on her house, requesting our services again due to prior satisfaction (window screens, painting, door replacement, joist sealing). We inspected 8/15, documenting conditions with photos, which later became a point of contention as she believed some pre-existing damage was caused by our team. We understand her confusion about coverage; she mistakenly thought her previous warranty covered unrelated beam damage.
  As this wasn't a program assignment, we got her insurance info in early Sept and sent an estimate to the adjuster. A supplement followed 9/21 after finding more damage. Despite no adjuster approval by 10/2, our PM met with her to review the approved scope. Insurance communication was extremely difficult; estimate discrepancies were only found through her. After many attempts, the adjuster requested more photos 10/13 (sent, no response). Approved work began around 10/26 while pursuing the adjuster.
  
  We also had communication challenges with her, with weeks passing without responses despite outreach from multiple staff (estimator, PM, operations manager, regional manager).
  Approved work was done by mid-Feb, still without supplement approval. We consistently communicated the payment risks, but she understandably wanted repairs finished. She received an insufficient supplement check without documentation; the adjuster remained unresponsive.
  
  After months of trying to reach the adjuster, we informed her we couldn't proceed with unapproved work and calculated a credit, including the unrepaired fence, even without the adjuster's estimate. Credit agreement took months due to her additional requests, each requiring research. Punch list items were also addressed. A revised estimate with credits was sent in July for refund approval, but we got no response. The refund was mailed 9/12. On 9/23, she disputed the amount. To resolve this, we agreed to additional compensation and met with her at the end of Oct to provide the funds.

• Initial Complaint

  Date:01/05/2025

  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.

  During fire damage repairs I was given a $400 allowance for kitchen sink and faucets for bathroom and kitchen. I picked out a cheaper bathroom faucet to get a better kitchen sink and faucet. Several times I submitted my choices and was told they were not available. The contractor wanted to get the job finished but was not fast enough to get the sinks before they sold out. Then they asked if they should select one and I provided my features: single bowl, at least 10" deep, stainless steel 18ga (black if available with a bottom grate and a workstation type if available, the faucet was to be a popular style that has a tall curved neck (the sinks I was choosing were including the faucets). What was installed was the cheapest 2 bowel shallow sink 22ga with the cheapest faucet Lowes carries. I told them I was not going to accept that sink and faucet they installed since they knew what I had picked out and was still below the $490 allowed I asked if they would reimburse me id I just ordered what I wanted. I was told that would be OK I ordered the faucet and sink for a total of $213. I sent them the receipts. My appliances arrived on a Tuesday and I was told they'd be there to install them. The weekend came and they did not show, I installed all appliances my self. I supplied a water line to fridge, a cord for stove, a cord for garbage disposal and had to buy a water connection kit for the dishwasher. I paid $21 for the connection kit and I had all other parts on hand so I did not charge them for those items. They would have cost another $50, I sent the receipt for $21 and asked when I could expect the reimbursement. They asked about the total being $233 and I agreed. It's been 2 months now and I've contacted the job supervisor and general manager, sent and email to the office and called I was directly *** to billing and left a message. 2 weeks have passed since and I haven't heard from billing or anyone.

  

  Business Response

  Date: 01/22/2025

  We are so sorry for the trouble and frustration you've experienced with the reimbursement for your kitchen sink, faucet, and dishwasher connection kit. We completely understand how upsetting this delay has been, and we sincerely apologize that it's taken this long. We take full responsibility for the miscommunication and the initial mistake of installing the wrong sink and faucet.

  We've looked into your case and can confirm you are absolutely due the $233 reimbursement we previously discussed. We're processing that refund right away, and you should receive it within 7-10 business days.
  
  We know that having the wrong fixtures installed in the first place, and then having to wait so long for reimbursement, has caused you a great deal of inconvenience. We truly regret the stress and disruption this has caused. We're taking steps internally to make sure this kind of thing doesn't happen again. We value you as a customer and appreciate your understanding as we work to make things right.

  All the best, 

• Initial Complaint

  Date:09/04/2024

  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.

  My mother and father-in-law contracted with the business for restoration work as a result of a plumbing leak. Part of that work involved, the remodeling of the affected bathroom and bedroom. Some of the work that was identified and listed on the original estimate was not done/completed or Performed by another contractor. To assure we are only paying for the work that was done we have asked for an itemized final bill to compare it with the original estimate, and to assure we are only paying for the work that was actually done. Once we get this final itemized invoice, and assuming it only is charging for work, that was actually performed, we are prepared to pay with the balance immediately. We have made repeated attempts to get this invoice over the last 45 days unsuccessfully.

  

  Business Response

  Date: 09/06/2024

  Good Afternoon,

  First and foremost, we want to acknowledge your frustration and disappointment. No one likes feeling this way, especially due to a service theyve invested in. We acknowledge the importance of clear and timely communication in delivering a satisfactory service. At ATI Restoration, we are committed to maintaining transparency and ensuring customer *******************************. Our management team will be reaching out to the insured to address any concerns directly. We will be sure they receive the answers and assistance they require. We appreciate your feedback and will continue to strive for improvement.

  Thank you, 
  

• Initial Complaint

  Date:08/28/2024

  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.

  I am on the Board of Directors of Seascape Village Homeowner's Association in ******, **. On Friday, July 19, 2019, a fire damaged units 920, 922, and ****************** in the **************** Homeowners Association. The ****************************************** recommended ATI to perform the repairs. A contract was signed between ATI and the **** The ********** of Directors made all the decisions concerning the repairs, approvals, concerns, and payments and conveyed them to ATI through the Community Manager, *******************************, from ******* ****************** In July 2021, the unit was sold. The new owner, a building inspector, discovered that several items had not been completed to code. She has repeatedly contacted ATI to discuss the deficiencies in the repairs and requested that someone come out to review and correct the issues in her unit. Each time she called, she was told that someone would contact her, but she has never heard back from ATI.Earlier this year, the owner of ********************************************************************************************************* getting ATI to complete the repairs. ****************** called ATI twice to speak with someone about the problems with the repairs. As of this writing, she has still not heard back from ATI.Since ATI has not responded to repeated requests to rectify these issues, the ********** of Directors hired a licensed contractor to review them. The contractor supports the list of deficiencies provided by the current owner. On August 8, 2024, ******************, on behalf of the Board of Directors, sent one last request to ATI to resolve the issues, but we have still not heard back from them. We are asking that ATI complete the work that they were paid to do and bring their repairs up to code ASAP.

  

  Business Response

  Date: 09/04/2024

  Hello,

  Thank you for taking the time to share your feedback. We understand your concerns and apologize for any inconvenience you may have experienced. We appreciate your patience as our Regional Manager reaches out to you for further discussion and assistance. We are committed to improving our services based on the feedback we receive from our valued customers like you. We look forward to speaking with you!

  Respectfully, 

• Initial Complaint

  Date:08/22/2024

  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.

  I hired ATI Restoration, ********* to repair damage from an ice **** to my formal living room, large 12 x 8 three-***** glass window, gutters, drywall and more. The gen *** *** along with his Project Dir *******, came out to look at the damage. They convinced me they were the best to handle the job. Said it wasnt that involved so they could have the project completed in 4-5 weeks. Thought that was fine. SIX MONTHS later they were still here! This company sent out the project ***, ****, that would be handling my property. This is the wirdt unprofessional absent minded person I have ever had to deal with in my 50+ yrs as a business owner. First, project *** brought the wrong size trim wood but tried to convince the ********* that it would be okay since it would be on one side of the room. Are you kidding me? Even the ********* demanded he go back and change it out.Next he brought the wrong (cheaper product) paint. ********* painted it all following day he had to repaint the entire area with the correct paint. They never stuck to the schedule they set. I would change my spots only to find them not show up. I wouldnt know unless I called them.********* told Proj *** **** that the weatherstripping was cracked and parts missing. He told his crew, fk it! Put it up anyway. Really? He knowingly and willfully put my storm window back without any weatherstripping. I will now have to do it all over again. They left my property and I never heard from them until 10 days later. They left and the last I heard Proj Mgr said to crew was to leave after they put the window up. ATI sends me an invoice with over $10,000.00 in chgs they NEVER DID. I sent them an email letter outlining that I will pay for the work they actually performed. I had to hire another company to complete the work ATI did not. I have once again not heard from them. This is a terrible company!

  

  Business Response

  Date: 09/04/2024

  Good Afternoon,

  We appreciate your understanding and patience in this matter. We understand that the billing issue has caused some concern, and we want to assure you that we take these matters very seriously. We have spoke with the local Regional Manager and reviewed the details of the services provided and, after careful consideration, we are unable to issue a billing adjustment. We assure you that our charges are in line with the work completed.
  

  We're truly sorry to hear about your experience with ATI Restoration. It's clear that the project did not go as smoothly as expected, and we understand your frustration with the delays and communication issues.
  Your feedback is crucial and will be used to improve the services provided by ATI Restoration. We apologize for the inconvenience and frustration you've experienced and appreciate your patience during this process. We're committed to ensuring that all customers receive high-quality, efficient service, and your experience will help us improve.

  Thank you, 
  

  Customer Answer

  Date: 09/12/2024

  Once again, this company has NOT reached out to me after Ive left 3 **** at their corp office in **********. Dealing with the mgr if this franchise is like dealing with a no one. He has shown NO EFFORT to correct ANY of this areas I discussed earlier. 
  So I will repeat myself and demand that the BBB follow through with this serious complaint.
  I will NOT pay for items that were not done. PERIOD. I find that their lack of completing the job was their fault and as stated before, they left my job site without completing the work. 
  For the BBB to take the stance that this company just had to make worthless statements without merit is actually a complete let down. 
  I demand that this complaint be refiled and followed through.
  
  Thank you
  ***** *******

  

  Business Response

  Date: 09/13/2024

  Good Afternoon *** *******,
  

  Our Regional Manager is available to further discuss with you any concerns you have with the final invoice. Could you kindly provide us with a time that suits you best for this call? We will make the necessary arrangements to accommodate your schedule.
  
  We are looking forward to speaking with you. 
  
  Kind Regards, 

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My family and I had a house fire on 01/29/24. Our insurance company recommended ATI Restoration to do the clean up and repairs. Because it was recommended by our insurance we choose them. We are in May 2024 and repairs have not started. The contractor got paid by the insurance company a month prior to submitting permits to the city. When they did submit permits everything was wrong. There were issues and they had to be sent back to the architect to be redone. We were told by fhe contractor he received the revised copies and would submit it to the city early this week (2nd week in May) and they have not. We even offered to pick them up and drop them off since the last time the contractor said he was waiting on his runner to pick them up. Both owners are 72 year old. One is disabled (blind being one of many disability). There has been a lack of communication between the contractor and us. Our housing will be exhausted June 11th and we cannot afford to rent anywhere. We dont know where to go. We worked hard to pay off our home and cannot afford to move anywhere. We need help getting the contractor to get things done in a timely manner. There has been false promises from the beginning with no result. I appreciate your time. The contractor got paid in full by the insurance company.***************************

  

  Business Response

  Date: 05/17/2024

  Good Afternoon, 
  
  We're genuinely sorry to hear about your experience this is not what we stand for at ATI.
  
  The reconstruction contract was signed on Feb 20, 2024, and the deposit was approved for disbursement on Mar 20, 2024. Drawings were being prepared by the architect during this time. Permits were submitted to the city on April 17, 2024. On May 6, 2024, we received revisions from the city, which were promptly sent to the architect for corrections. The revised drawings were picked up on May 16 and immediately submitted to the city.
  

  While we continue to navigate the permitting process, rest assured that we are doing everything in our power to expedite it and move the project forward as swiftly as possible. Please do not hesitate to contact our Regional Manager directly or email customer service should you have any questions or would like to discuss further. Please get in touch, we do want to make this right!
  
  Best regards, 
  

  Customer Answer

  Date: 05/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  It's been 4 months since ATI was hired by the insurance company to repair smoke damage. I figured it to be a 2 month job, I was told by ATI up to 4 months. My belongings and my living costs are not covered by insurance and I paid a big deductible. I have been spending my savings while the work is done and after 4v months they're not even done removing the damages. So far out of 160 days there have been 14 days that work has been done. I work through my home so I have no income no water or power and still not even any doors were hung I can't live there and my health is failing. They seem to have little concern about finishing it even starting this job. I've contacted them several times and hear the same BS about permits even though it has one posted. I will not be patient any longer and I'm taking a thing now. This has been going on far too long.

  

  Business Response

  Date: 05/22/2024

  Thank you for taking the time to share this feedback. We understand that behind every project there is a person who deserves the best service, especially during challenging times and we never want to miss the ***** ATI was contacted for the initial emergency services in January 2023, the project director worked with the insurance carrier to determine that the *** insurance carrier would be providing coverage.  ATI completed what services we could pending a city inspection; the city must inspect & provide the items to address to complete everything within the city code.  
  
  We hope to have the repairs completed within the next ***** days, our framer is on site today 5/21 to replace studs, HVAC is scheduled to start this week. The Project Director is finalizing the final approved scope of repairs with carrier & ***. Unfortunately, at times we are at the mercy of others schedules & availability such as City inspection or a subcontractor. We will make sure to communicate any changes or delays. 

  Customer Answer

  Date: 05/29/2024

  State Farm appointed ATI to repair a small fire (01/12/24) at my condo. No structural damage but heat, smoke and the fire crew caused extensive damage to everything in living room and kitchen. ATI was quick to reply, came to pick up deductible and had clean up crew on the job 10 days later. Clean up went very quickly, they helped by allowing me to move stuff that wasn't damaged out of my home. Clean up finished after 8 working days. I'm not covered by insurance for my personal items and have no living expenses paid. I let them know this right away. I asked how long I'll need to be renting a storage container and when they'll be done, I was told up to 4 months to do what I thought was a 2 month job. I waited patiently and at the 4 month point there has not been any material on the job. They still aren't even done removing the ** unit, no doors, no electricity or water. Every time I inquire about why there's no work being done, I get another excuse blaming every one but them. I also asked about removing a partial non load beating wall while thd place wad stripped to the studs. Needed to know if they would do it and if there was any extra cost. They have not answered any questions and only get back to me after I start to complain. I asked to have all correspondence sent by email or text so I have a copy of it available. A permit was finally posted in April, yet nothing was being done, if the permit was holding up the work then why hasn't there been any work done. It's now at the 4 month point today 05/21/24 and after filing a few complaints, the told me the hold up now is the insurance company making it hard to man the job with qualified workers? Carpenters showed up today, this means nothing unless I see another trade working withing a week. Each trade has 2 or 3 days work but months pass between each one. I was told it will be 3 more months. The lack of coordination and neglect have been the reason for delays while I am homeless.
  

  
  

  

  Business Response

  Date: 05/31/2024

  Our RM spoke with ********************************* who lives in the residence. The insurance claim is through the **** ****** shared his frustration with the time it took to begin the project. Our RM was able to discuss the process and everything it takes on the front end of a fire restoration project when it comes to dealing with the insurance carrier, the City of ******, and the *** for the insurance carrier. 
  
  At this time, ************************ is very happy that work has begun on the property and that things are moving forward. We assured him that now that things are moving on all ends, we will communicate more about the project and its progress. 

  Customer Answer

  Date: 06/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  ATI has taken measures to get the job rolling and has also taken time to clarify exactly why there was a slow start. This communication would have been a better way to approach this situation rather than only making contact after I complained about the lack of progress. I believe they will use this approach in the future with others who are not seeing the work moving along.

  I want to add 1 thing that I found interesting, much of the delay has come from the insurance companies reluctance agree on payment and cost. Since they aren't paying my living costs, they seem to have much less concern about how long things take. I believe that if they were paying for my living expenses this job would have been done months ago.

  They don't seem to care if I'm inconvenienced or if they make the contractor look bad as long as it's not costing them anything. 

  I trust this job will be done in a professional manner and the quality of the work is fantastic. Things are getting done quickly , all workers have been polite and have taken time to let me know what's going on each step.

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