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:02/17/2023

  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.

  D-R PRO Emergency Construction Services, Inc is the most unprofessional restoration company I have ever dealt with before. If I could give it a 0 star I would. Let me start by saying it has taken over 7 months to complete my homes restoration with 0 to no communication from the owner ***** and his project manager ******. ****** takes him a minimum of 5 days to responded to any questions or concerns. ****** has also sent crew members to my home without notice. ****** himself has come to my home unannounced and uninvited. ****** cannot to be trusted he claimed that my flooring was discontinued and no longer available and therefor could not complete my restoration. I was able to find my flooring within making a couple of google searches. After they finally installed my flooring it was not laid correctly. Flooring has gaps and it is bouncy. Keep in mind that it is laminate flooring. ****** then proceeded to tell me that the was the reason why the flooring was discontinued because it was defective, my entire home has the same flooring with no issues. They also replaced the flooring in my hallway closet with no issues. When I told ****** about it he never responded. He called me asking to sign some insurance forms thinking it was to cover the cost to fix the issue. But instead he tricked me to sign off that the job was complete. I reached out to the owner ***** and he was just as bad if not worst. They claim to be professional but had no concerns about ******'s unprofessionalism. The owner ***** said to me what do you want me to do spank him? So unprofessional. When he inspected my bouncy floor he claims that there is nothing wrong with it. They also did not put the caulking around my vanity and splash guard and had begun to build up calcium. The owner suggested that I should learn to clean. It's 7 months later and still no resolution for my bouncy floor and have the audacity to put a lean on my home for payment. Although I showed the owner ***** the check in hand.

  

  Business Response

  Date: 02/20/2023

  To whom it may concern:  

  
  

  We deeply regret that customer *****e, has filed a complaint. We have been in constant contact with ****** *ia phone calls and text messages to resolve her issues. We have proof of text messages from myself, *****, and ****** the project manager. I, ******, owner of D- R PRO, called *****e on 1/26/23. She expressed how unhappy she was with us. She said ****** had sent construction workers to her house unannounced. ****** has proof he had just met with her on Friday 1/20/23 in which he told her that workers would be there on Thursday 1/26/23. She complained about ******'s poor communication, I told her we would be handling that internally and I apologized many times. Thereafter, *****, my husband and owner of D-R PRO closely oversaw the project himself. 

  
  

  *****e's project is an insurance construction claim.  Regarding her floor, she complained that it creaked when she walked on it. ***** personally went  to see the floor after it was installed.  When ***** arrived, *****e was pouncing on the floor stating it should not be making any noise. ***** explained to her for the third time, that her insurance did not cover a floor prep, therefore, it was a floating floor. She knew this from the beginning, as always, coverages are explained before starting the project. The floor is completely intact and there is nothing that hinders her from its full use.  Her insurance is aware of this, and it seemed that had no intention of replacing.

  
  

  Secondly, she expressed that there was missing caulking around her vanity sink, we immediately sent her a text message.  She agreed to have us go to her home on  Friday, February 17th.  The caulking issue was resolved that day. 

  
  

  Lastly, regarding the signed "Completion of Satisfaction" form she states we tricked her into signing, she came to our office knowingly to sign this form. She understood it was a form that insurance requires the home owner to sign at the completion of the project.  No one pressured her to sign. The paperwork is only a few paragraphs long, we had a full staff working at the office, ****** with also present, incase she had questions about what she was signing. 

  
  

  On Friday February 17, 2023, after putting the caulking around the sink vanity,  ****** ****** gave us a final check for her project in which it was assumed it meant she was fully satisfied. 

  
  

  Thank you,

  A***** *****

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

  Customer Answer

  Date: 02/22/2023

   I am rejecting this response because:

  
  Here is the proof of the lack of communication. Proof of ****** not confirming appointments. Fact that he stated the my floor would be repaired. Fact that I was threatened with a lien on my home. Therefore making the payment. Voice-mail stating on the completion on my repairs on pending signing insurance paperwork. I've only been in the office once to get the job started because ****** was not returning any of my calls. I have proof of that too if needed. As for me pouncing on the floor that is completely ridiculous and is very insulting.