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:10/29/2024

  Type:Product 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.

  Receiving collection emails, to which Accounts Receivable acknowledges we are waiting to hear back from their OWN TEAM to see how much our final balance will be. We have noted additional damages to our home due to the reconstruction and have had to change our blinds completely at a cost of $6,000. We would like the balanced owed to Premier wiped. According to the estimator, who is doubling as a facilitator to achieve the final balance, he has "sent multiple follow *** to our reconstruction team" to determine payment, but it would seem that he has not heard back yet. We do not understand how Premier cannot work within their own company to find resolution in a timely matter yet are pursuing "final payment." Accounts receive is unaware of what the estimators are doing and who can't get answers from their own reconstruction team. Most recently, we have received a "Final Demand" email threatening a collections agency if we do not make payment. Again, we are waiting to hear back from Premier and they are demanding payment for a final balance, which may be partially or fully not due at all.

  

  Business Response

  Date: 11/11/2024

  Thank you ******** and I'm sorry about the confusion regarding your account.  I was informed that ***** ********, our reconstruction manager, spoke to you today, 11/11/24, regarding your claim and will resolved the outstanding balance on this job.  Please let me know if anything else is needed.  Mahalo, ***** ******* President.

  Customer Answer

  Date: 11/12/2024

  Aloha ******,
  
  I am writing in regards to case# ******** against Premier Restoration. In consideration of the additional damages to our home, which includes having to replace all our blinds in the amount of $6,000, Premier has agreed to waive the balance owed to them of approximately $1,000. We are glad to have reached a resolution and to be done with Premier.
  
  
  Thank you,
  
  ******** ******
  

  
  

• Initial Complaint

  Date:05/22/2024

  Type:Product 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 November 14, 2022 an email was sent to me from Premier restoration that reconstruction could not be scheduled until mitigation costs were paid, in full ($7579.25) and 50% of reconstruction costs were paid ($9434.92). I decided to pay the entire mitigation and reconstruction at the same time on 1/10/23. On March 7, 2023 Premier Restoration Hawaii sent me a bill for $7579.25 for mitigation. I responded by stating that ************* Coordinator **** *********** email required full mitigation payment before scheduling reconstruction. I paid the mitigation.. That's why reconstruction was scheduled and executed.On May 13, 2024, I was sent another invoice for $7579.25 I responded by email with the same information as last time.

  

  Business Response

  Date: 06/26/2024

  Hello ******,
  
  Sorry for the delay as we investigated this claim.  Unfortunately, we have confirmed with the customers insurance company that the customer was paid in full on the claim and is still in default of payment.  Please see the attached email string for more information. ******************
  

  
  

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21747365
  
  I am rejecting this response because:

  Mitigation costs were required to be paid in full before reconstruction was to be scheduled and executed.  My check dated 1/10/2023 is evidence of complete mitigation and reconstruction payment, paid in full prior to mitigation work.

  I would not have paid for reconstruction before mitigation.  Premier Restoration would not have allowed that based on ************* Coordinator **** *********** November 14, 2022 email :  see below

   

  **************,
  
  We were informed by your adjuster that the estimates have been approved and I believe our Mitigation project manager Jahren is scheduling with you. I have instructions to proceed with the Reconstruction (second part of the project after mitigation is completed) Please see below.
  
  Please find attached:
  Estimates for both Mitigation and Reconstruction
  Reconstruction contract
  
  In order to hold a tentative start date for reconstruction after mitigation work is competed, we will need the following:
  
  - Mitigation(Demo) invoice paid in full: ($7,579.25)
  - Signed reconstruction contract (pages 1 & 5)
  - 50% reconstruction deposit received:  ($9,434.92)
  - All materials selections complete to determine lead times for custom materials, (if applicable)

  I chose Premier Restoration to do the job based on the price quoted.  I paid for the entire job in advance.  That's how much I trusted and respected them.

  Trying to stick me with another mitigation bill after the fact was a huge disappointment.   I lived up to my financial responsibility. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 06/28/2024

  Aloha ************,

  I think there is some confusion as to the total amount due.  Please see the attached two estimates, one for the initial mitigation work for $7,579.25 and one for the repair reconstruction work for $26,468.03, for a total amount of $34,047.28.  We agree that you have paid us $26,468.03, which we applied against the full amount of the reconstruction work, leaving an outstanding balance of $7,579.25.  I'll be happy to discuss further if you wish to call me at ************.  *************************, President

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21747365
  
  I am rejecting this response because:

  I followed you former ************* Coordinator **** *********** directives/instructions.  Again, reconstruction would not have started until full mitigation was paid.  Your company memo stated that.

   

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