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:07/26/2024

  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.

  On April 9, 2023, a fire occurred in our condo building, resulting in significant damage to multiple units. The company in question was contracted and fully compensated to handle the restoration promptly and efficiently. However, more than a year later, residents remain displaced, and the restoration timelines have been continuously extended.Primary Concerns:Excessive Delays:Restoration work remains incomplete over a year after the initial incident.Timelines for project completion have been repeatedly extended without adequate explanation.Lack of Communication:There has been a consistent failure to provide honest and timely updates.Communication from the company to the property manager, board members, and residents has been inadequate and often misleading.Unfulfilled Commitments:Despite being fully paid, the company has not followed through on their contractual obligations.The prolonged delays and poor communication have exacerbated an already difficult situation, causing undue stress and hardship for the displaced residents.Impact on Residents:The displaced residents have faced significant inconvenience and disruption to their lives. The ongoing delays have made it difficult for them to plan and move forward, adding financial and emotional strain. It is unacceptable for a company entrusted with such a critical task to fail so profoundly in fulfilling its responsibilities.Conclusion:We urge the Better Business Bureau to investigate this matter promptly and take appropriate action against the company. It is imperative that businesses held to high standards of integrity and accountability. The residents affected by this incident deserve better, and it is our hope that through your intervention, we can achieve a resolution that ensures the timely completion of the restoration work and proper communication moving forward.Thank you for your attention to this urgent matter.

  

  Business Response

  Date: 08/21/2024

  Good Afternoon,
  
    The project has not been paid in full as we are still working on the property in the units remaining.  During this project, there have been delays due to the ********* lagging in draw payments for project benchmarks, the ********* hiring a new Property Manager, and materials not being selected in ample time to allow the project to continue production at times.  We were recently informed that the ********* has hired a public adjuster to assist the ********* with consulting services for this claim.
  
    We have been communicating with the ********* point of contact (***********************) as well as the previous property management company and the new property management company.  Our team has also provided the insurance carrier updates as well during the project.  Essentially, we advise the HOA/Property Manager, and they are to update the residents until such time when we work with the individual residents pertaining to their phase of the project.
  
    This is the first time we are being advised that Ms. ******* has concerns with the communication with the project.  As the ********* is the client, with their permission, we can provide updates pertaining to Ms. ******* unit and the phase it is at if the ********* has not done so.  We will contact Ms.******* to discuss her concerns and address said concerns accordingly.
  
    Should the BBB need additional information, please let us know.
  
  
  **************************************
  Regional Manager
  C.  ************

• Initial Complaint

  Date:09/20/2023

  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.

  This company was supposed to start our roof in August of last year, and finally started in November, the shingles came off, nothing is right, we have fought and fought only to keep getting told next week next week. Well finally said they would work on it September 14,15 and 16th. Didnt show under Sept 15th at 630pm, and here we are September 20th and it still isnt finished, have the stuff is wrong. They have caused nothing but stress and *** left work multiple times to meet with them. They definitely need to be investigated or something

  

  Business Response

  Date: 10/16/2023

  We originally provided emergency services to the home on June 17th, 2022 from a large tree that impacted sections of the home.  After working with the property owner and their insurance carrier on an agreed scope of work, we were contracted for the repairs needed on August 2nd, 2022.
   
  Our team worked with an architect to provide need drawings to rebuild/build back the framing of the home that was damaged.  Once the drawings were completed on September 15th, 2022, our team began the material selection process and placing orders for various components needed.  The masonry work started October 29th, 2022 once materials that were ordered arrived.
   
  We began the structural framing on November 14th, 2022, and completed the project on December 12th, 2022.  The owner met with our team and inspected the site on December 13th, 2022 with a sign off that work was completed and satisfactory.
   
  In March of 2023 the client called our office advising of concerns with the roof as some shingles blew off and there appears to be a dip in the roof line.  We inspected the site on March 6th, 2023 and discovered issues.  We contacted ************************* to see if there was a possible defect issue with the shingles.  After ************************* inspected, provided their conclusion of the shingles, they deemed that the shingles are not defective and this may have been a workmanship issue.
   
  As this was still in the late winter/early spring it was determined to best address the issues and possible repairs needed once the weather improved.
   
  Eventually we worked out with the client to return and replace the damages to the roof and some minor framing that were damaged from the shingles blowing off.  Our team returned on September 15th, 2023 to execute the planned repairs based on ordering new materials (shingles and related components).  Our team completed the repairs on 09.28.23.  While during the September repair project, the clients son contact the BBB with a complaint.
   
  We executed the original project, received a completion of satisfaction for the project.  After roughly 3 months of a winter season the client contacted us with concerns of the missing shingles and a dip in the roof line.  We did our due diligence by investigating, bringing in the product manufacturer for insight on the project, and once able address the issues by replacing the shingles and needed repairs. 
   
  First Priority did not question if the roof was damaged by another storm during the winter, or if any other peril caused the issue.  Our team was advised of a clients concerns, followed common practices when there are materials that did not adhere to the surfaces as they should have (shingles) by having the maker of the materials inspect and investigate, once determine that it was not the product, we worked with the client to resolve matters.
   
   
  *******************************

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20633878
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/20/2023

  Complaint: 20633878
  
  I am rejecting this response because: Hello, I seen where u closed our case, they lied in the answer, we have text message proof the dates they supposedly did anything or contact isnt the correct! They have treated us horribly and blew us off multiple times! I really think u guys need to look into them more. We can come in, if needed I can send u whatever u need. But just closing this after one answer from them is ridiculous! I have sent a couple pictures of their finish product! I really dont think you would pay ******+ for this type of job would u!  

  

  

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

  

  Business Response

  Date: 10/31/2023

  We met with *********************** (client's son) on 10.26.23 and are coordinating schedules to address the last of the punch list items on the exterior of the home.  Per ******************, there are some sections of the soffit and fascia that we need to repair from the initial install.  As this is exterior work, we also have to coordinate around the weather as well.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20633878
  
  I am rejecting this response because:

  they have strung us along for almost a year and a half. They said they didnt hear of any problems til March, but yet we have texts between us in February. When they were first given the check in August, and told a few weeks. Phone calls between us and the first guy started in September and then never arrived til November. Everything they say is some sort of run around, the second guy said they would start after Memorial Day weekend, well yea it wasnt until September, My brothers and I met with them more than once and they just string people along, they are an awful business and no one should trust anything they say. They tried to take advantage of our mother, and then were surprised when we called them out on it! We paid them lots of money just to keep getting the run around. I wish someone would have warned us earlier about these guys. They put a roof on in November (cold in ****) then try to blame the shingle company when they dont stick, maybe the fact that the nails werent placed in the right spot, and it was below freezing for the next 5 months so they didnt seal. How can they run a company on this kind of work. We have more pictures, of text exchanges between the 3 guys that keep quitting or whatever happened over the last year and half. This is unacceptable behavior of a company( or Business) whatever its supposed to be. They really need investigated, we have contacted TV stations and waiting to hear back. We wont let this go until everything is fixed the way it should be for the money we paid 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/10/2023

  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.

  Hello,My garage caught on fire on 7/10/22. Shortly after the fire a gentleman from First Priority DKI showed up to get our business so that his company could do the repairs. After I spoke to the adjuster at my insurance (State Farm) I went ahead and hired First Priority to do the work. It is now 5/10/23 and they still have not finished the work. It has been nothing but a headache with this company. The original estimate for the work was $37,737.02 and when they found out that I still had more money (coverage) available with my insurance company they submitted another estimate in the amount of $43,729.99 stating it was for additional material, but after reviewing both estimates I realized that the items were on the original estimate, they basically just moved the numbers around to get the extra money. They were coming about once a week or once every two weeks to do work on my garage and I have had several issues with the work they've done and have tried reaching out to the project manager (****) and the general manager (*******) to address these issues and tell them that I want them resolved. I keep getting the run around from them. I have asked them both to come out to my property to see the issues, I have sent them pictures of all the issues and they keep saying that one of them will contact me with a ************* that they will come out, but I have not been contacted. I had to replace two vehicles due to hail damage because I couldn't park them in my garage. At this point, I just want to terminate the contract so that I can hire someone else to fix and complete the project as soon as possible. There are so many more complaints but not enough space for me type them out. I would appreciate any assistance with this matter. Thank you,*********************

  

  Business Response

  Date: 06/01/2023

  Hello,
  First Priority (FPR) was indeed contracted to rebuild the garage after a fire at this home.  The project took so long due to several factors, with many being outside of FPRs control.  Please see attached breakdown of the job. The biggest issue that was faced was with the permitting and inspection process with the Village.  FPR is not able to proceed with jobs without permits and inspections, and unfortunately these do add extra time into jobs.
  FPR does feel the need to rebut this statement: "when they found out that I still had more money (coverage) available with my insurance company they submitted another estimate in the amount of $43,729.99 stating it was for additional material, but after reviewing both estimates I realized that the items were on the original estimate, they basically just moved the numbers around to get the extra money."  The fire caused damage to an external structure that had limited coverage.  FPR worked to provide the insured with a complete project that stayed within the insurance limits.  The original scope didnt allow for a full repair, therefore FPR submitted a revision to the insurance company, as is industry standard. One of the things on the revision was to update the allowed pricing from the insurance company from August 2022 prices to January 2023 prices, since that is when material was being purchased. In no way did FPR "move numbers around to get the extra money".
  The insured stated that she reached out to the ** and the ** and was receiving a run around.  The internal notes seem to indicate a lot of communication with the homeowner, but the insured clearly sees this differently than what can be read on the job notes. I do know that toward the end of the job, the insured wanted to review items that had been completed, but would only make themselves available after business hours, which is difficult to schedule.  Ultimately, the ** and the project manager did come out to see the property on the insured's schedule.  What was found was that the insured was requesting some work that was not on the scope of the project, and there were items left to be done during the final punch list phase at the end of the construction project.  Unfortunately, the insured decided to terminate their agreement with FPR instead of allowing FPR to complete the punch list items.  
  Admittedly, there could have been better communication between FPR and the insured throughout the process.  The internal notes on the job indicate updates weekly, but it seems that the insured was not being kept informed with all the updates. This issue is something which FPR will be working with its project managers to improve.
  The final issue was that two cars had to be replaced due to hail damage. Due to supply delays, the garage door itself was not available to be installed until 5/1/23.  The space was available for at least one car to be pulled in, and the project manager offered to ensure that the materials that were stored in the garage be pulled out if the homeowner requested it, but it is understood that the insured wished to wait until the project was completed before parking inside.  We deeply regret the damage to the insured vehicles.
  The project is nearly completed, but the client has chosen to terminate our relationship at this time.  

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20042001
  
  I am rejecting this response because: The response from First Priority is not accurate.

  I understand that the permit situation held up the work, but the permit was approved months ago. Of course it took longer because the work was only being done once a week or every two weeks on my garage. When I say "when they found out that I still had more money (coverage) available with my insurance company they submitted another estimate in the amount of $43,729.99 stating it was for additional material,but after reviewing both estimates I realized that the items were on the original estimate, they basically just moved the numbers around to get the extra money." It is true, the only reason First Priority asked for more money is because I informed them that I had to raise my coverage due to changes that had to be made to my policy, otherwise they would not have known and would not have asked for additional funds. The communication was because I had to constantly reach out for an update on the work to see when it would be completed.

  I feel the need to rebut this statement: ". I do know that toward the end of the job, the insured wanted to review items that had been completed, but would only make themselves available after business hours, which is difficult to schedule.  Ultimately, the ** and the project manager did come out to see the property on the insured's schedule.  What was found was that the insured was requesting some work that was not on the scope of the project." I did not request that they come out to ask for additional work to be done! The day that the fire occurred was on a Sunday which is considered "after hours" and they sure didn't have an issue coming out to secure the "Project" on that day which is when we asked for the floor to be painted when they did the rebuild. We were assured several time by "***" that it would be done. Either way, we asked for the ** and project manager to come out and look at everything that was done completely wrong and ALL the mistakes that were made by First Priority during the work and still after coming out they wanted to ask my insurance company for more money to do work. I had to call my insurance adjuster and ask her to NOT give them any more money. 

  According to First Priority we were not able to use the garage until the final electrical inspection was done and approved so their statement is not accurate. "The final issue was that two cars had to be replaced due to hail damage. Due to supply delays, the garage door itself was not available to be installed until 5/1/23. The space was available for at least one car to be pulled in, and the project manager offered to ensure that the materials that were stored in the garage be pulled out if the homeowner requested it, but it is understood that the insured wished to wait until the project was completed before parking inside." The garage door was installed on 4/28/23. 

  I contacted the ************** for the final electrical inspection and final building inspection myself. First Priority did NOT do that. You can see in the attachment that I was the one who scheduled. The city approved the electrical portion of it but not the final building inspection because the drip edge has to be replaced. Which I did did hire another company to do so.

  I have also attached pictures of the horrible job First Priority did on my garage.

  Yes, I decided to terminate the relationship with First Priority, as it was the best option for me. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/26/2023

  Please see attached.

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20042001
  
  I am rejecting this response because: The estimator did not get me additional money from my insurance company. I had to make changes to my policy which then allowed me to raise the coverage for my garage, which is when they asked for more money. The manager only got involved because I raised the complaint on the work that was being done on my garage, which was unsatisfactory work.

  I understand that the fireproofing and bracing had to be done because it was required by the **************. When the electrical work was done, we asked for one additional outlet to be installed on the outside of garage. Each electrical box that we had in our garage had 4 outlets (which I showed them proof of), yet four of the boxes installed at the top of the garage only got one outlet added and we didn't complain about that or have them redo it. 

  As for the gutters, the estimator informed us when he did the original estimate that they were required by the city and that they were added on to the estimate. There is a section on the estimate that says "Soffit, ******* & gutters" and when I asked the manager, he simply stated that it was a category and that it didn't include the gutters, which makes no sense to me but whatever. Yes, as I stated before, we did ask for the floor to be painted because of the damage that was done during the fire and when they came out to power wash the floor they created more damage by chipping the concrete and still wanted to ask my insurance for more money to repair it. 

  Yes, I decided to not have them continue the work on my garage which I believe is understandable considering the poor work that was done by their company. I never said that corners were cut, I stated that the numbers were moved around and I stand by it. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/03/2023

  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.

  On 1/27/23 we had a break in our store and First Priority Restoration were called by the city. The person that came and met my manager informed us that there's no charge and the city pays for the board up since the city/police called the board up company. Since this was our first instance in *********** we thought with all the high taxes the city charges ** maybe took care of this. The Board up tech made my manager sign a paper which showed no charges to **. Fast forward a month later we were billed $880 for something that company charge $225. If they would have informed us of the price before they started the work no one would have approved the work and we could have called 10 different local companies. Not only was I robbed by the people that broke into my store but also by another so called family business robbed me by taking advantage of the situation at 3am in the morning. This is a horrible business practice by this company. I have used many companies in the past all over ******* land are and the *** I was ever charged was $300. This is unacceptable and this company should be regulated of what they can charge in an emergency situation.

  

  Business Response

  Date: 05/14/2023

  ************,

  The pricing that First Priority Restoration (FPR) charges is based on standard pricing which is widely accepted by the insurance industry.  Copies of our price lists are given to each municipality that we respond to before they contract FPR to do board up services which are called out by the police or fire departments.  Only in certain and rare situations do municipalities pay for board ***** this typically only applies with vacant or abandoned properties. 

  Our technicians are not involved with the estimating, pricing or billing after these events, so it would surprise me to hear that our technician would make the claim that "the city pays for the board up".  We will be certain to discuss the proper terminology to use with our whole crew to ensure it is not how the contract is being presented in the future.  That being said, our work authorization explicitly explains that the price is based on what would be insurance proceeds and that the property owner will be responsible for the cost of the repair regardless of coverage.  Please see attached.

  After hearing your complaint, FPR gave you a $377 credit to bring the total bill down to $500.  We did this in good faith, even though our estimate is not egregious in any way.