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:05/18/2023

  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.

  We hired Chapman Services to complete our home restoration project after water mitigation was completed. Our project manager, ************************* meet with us and assured us that they could complete the job with attention to details and quality workmanship, as their company was fully licensed, insured, and a BBB accredited company. Unfortunately this information is not accurate. After them not completing the job and walking off the job site we were contacted by ***** and told that they could not meet our expectations to the quality of work that we expected and the workmanship that we demanded. We received an email a few weeks later billing us for over $36k, more than $11k over the original estimate. We also were charged for services that were not even completed or started at all to include items that were not even approved by our insurance company. We emailed them to let them know that we did not agree with the charges only to be told that payment needed to be made immediately to avoid accruing additional interest. We later received an email stating that they were planning on putting a lien on our home for nonpayment. Upon inquiring about filing a complaint with the BBB I was informed by BBB that they ARE NOT A BBB ACCREDITED COMPANY and that they would do a logo challenge to Chapman Services. As Chapmans services website clearly uses the BBB accredited logo and states that they are a accredited company when they are not. Unfortunately, our home is currently incomplete and in need of additional repairs due to the additional damages done by Chapman Services. Do not trust this company our anything that ***** says. I have several text messages between him and I during this 5 month period about damages to the property along with photos that was sent to him. He would just reply Oh, dont worry about it Ill take care of it. Of course they havent corrected the invoice or made any adjustments or paid for any of the damages that was caused during the restoration of our home.

  Business Response

  Date: 05/23/2023

  Chapman Services was contracted by the Fogles to handle a restore due to a water intrusion. This work was completed, along with certain additional items requested by the Fogles, to industry standard and beyond. This should not be considered walking off the job, as we completed the scope of work for the incident for which we were contracted. The Fogles were then invoiced for the work completed.As I stated, there was additional work completed at the request of the Fogles,therefore, it is expected by any reasonable person that the amount would increase from the original estimate.
  The Fogles received an email on 3/22/23 with the full completed scope of work and an invoice. This email stated to please contact us if there were any question and that payment was due within 30 days as per the contract that they signed. To this email there was no response. They were emailed again on 4/24/23 to make them aware that their invoice was past due, and giving them a small grace ****** to make payment before interest accrued per their contract. To this email, they said, We have yet to receive a corrected invoice for whats the insurance responsibility and an invoice for our responsibility.
  There is several incorrect items on the current invoice. Just need to know how you want to handle it.
  If you would please also provide us with a copy of all paperwork that was signed. They were provided with the paperwork and explanation that the entire invoice was their responsibility as our contract is with the Fogles and not the insurance company. After not receiving any response to that email, the Fogles were sent a notice of intent to file lien. As a company we only have a specific allotted time to protect our interest, and with the lack of response from the Fogles,we are left with no choice but exercise that right.
  To the statement that Chapman Services is not BBB Accredited.We truly believed that we were accredited and it was news to us as well that we were not when contacted by BBB concerning this matter. Since we have been made aware, we have remedied this issue of the logo being used, and are reaching out to BBB to see what needs to be sure that we are accredited.
  
  Chapman Services is unaware of any damages that We caused as stated by *************, as he has NOT provided any documentation of such. The work that Chapman Services was hired for and contracted for is complete and does require payment.The Fogles have not answered any communication in regards to what they disagree with on the invoice or scope. 

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20073516
  
  I am rejecting this response because:
  
  We contacted our project manager, ***** numerous times via both phone calls and text messages throughout this rebuild. We had concerns and issues with the quality of work that was being performed on our property. We even met with him in person on several occasions to address our concerns with the workmanship and our dissatisfaction with the quality of work being performed. We were always told by *****, Ill take care of it. We were constantly insured by ***** that he would take care of our concerns and address these issues with his workers. We would even go as far as contacting him when we would view his workers on our cameras and send him pictures showing items that his workers broke or damaged and again he would just respond. Ill take care of it. This company has never reached out to us to address our issues with the current invoice or even asked us about the items that we have been billed erroneous for nor have they addressed the damages that were made on our property that we were promised would be fixed and/or we would be reimbursed to have them fixed. We do not understand how a company expects to receive payment for items they are listed in detailed on the invoice that were never completed or even started. We are currently in the process of having professionals document and give us quotes for both the damages caused by this company to our property as well as an estimate on what it will cost to redo and finish this re-bill to industry standards. Unfortunately, weve had to hire an attorney to help us in this matter.

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

  Business Response

  Date: 05/25/2023

  Chapman Services as a company was under the impression that all the issues with this job had been handled.  If ************** had contacted our office with a complaint, he would know that we have a strict policy on performing work to industry standard, and will happily make right anything that is not that.However, we can not do that until we are made aware, and we were not made aware until ************** decided to contact the BBB.
  We have not been provided pictures, or details of discrepancies on the job or in the invoice to date.
  Chapman Services stands by the fact that we will fix any work that is not to industry standard including for Mr. and ***************, but we must know what that is in order to do so.
  In order to rectify this situation, we would like to have the owner of Chapman Services reach out to Mr. and *************** to get a detailed list of the discrepancies, and schedule a time to meet and discuss a mutually beneficial solution. 

• Initial Complaint

  Date:04/07/2023

  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.

  WE HIRED THIS COMPANY FOR AN INSURANCE CLAIM WE HAD WITH WATER DAMAGE AND **** UNDER OUR HOUSE. THE ***** CAME OUT AND GOT ME TO SIGN A RELEASE TO LET HIM GET STARTED ON THE WORK. I ASKED HIM SPECIFICALLY ABOUT PAYMENTS AND HE SAID WE WOULD ONLY OWE OUR ******* DEDUCTIBLE AND THE RELEASE WAS GIVING THEM PERMISSION TO HANDLE THE WORK WITH THE INSURANCE COMPANY DIRECTLY. AFTER THE *** WAS COMPLETED AND THE INSURANCE COMPANY PAID THEM OVER *********, WE GOT AN EMAIL FROM THEM SAYING THE INSURANCE CAPPED OUT WITH THE **** AND THAT OUR LIMIT WAS ******** AND THEY BILLED ********* AND NOW WE WERE RESPONSIBLE FOR THE REMAINNING BALANCE. THEY KNEW UP FRONT THE LIMITS LIBERTY MUTUAL PROVIDED AND KEPT REASSURING US THAT IT COULD BE DONE FOR AROUND ********* BUT THEN THEY BILLED FOR *********. AFTER RECEIVING THE ****** I GOOGLED THE COMPANY AND THE REVIEWS WERE A 2 OUT OF 5 AND READ SCAMMERS. DO NOT HIRE!!! THE ONLY REASON WE DID WAS BECAUSE WE GOT THEIR CARD THROUGH THE INSURANCE FIELD AGENT SO WE JUST NATURALLY ASSUMED THAT THEY WERE WITH OR WORKED WITH LIBERTY MUTUAL. AFTER SPEAKING TO MY ATTORNEY, I FEEL BETTER ABOUT THE SITUATION. THEY BASICALLY WOULD HAVE TO TAKE US TO COURT AND BE RULLED THAT WE OWE THE MONEY. THEIR WORK WAS ACTALLY GOOD BUT THE DECEIT IS TERRIBLE AND THEY CON PEOPLE OUT OF MONEY AND THEY NEED TO BE STOPPED.

  Business Response

  Date: 04/13/2023

  First let me start by saying we have received not 1 cent for this job to date. Also, we are not privy to the limits on anyone persons specific insurance plan up front. This client was told,as most everyone is told with a mold claim, that limits are USUALLY $10,000 for mold. NOT that we could do the job for $10,000. This client signed a contract for the work and agreed to the work. This client also had no issues with the work until they received a bill. We do not have a contract with the insurance company nor do we work for the insurance company. The money is owed and if we need to go to court, we will do so. That is not a scam, but simply being owed money for a job that we performed at the request of the client.