Complaints

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

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  Paul Davis Restoration & Remodeling

  230 Industry Pkwy Nicholasville, KY 40356-9128

  
• 

  Paul Davis Restoration & Remodeling

  2050 Creative Dr STE 130 Lexington, KY 40505

  

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:03/11/2025

  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.

  In August 2024, my water heater located in the laundry room on the second floor burst. My insurance had PaulDavis Restoration listed as a preferred contractor. I did not have any others in my experience, so selected them.
  
  The cleanup and plumbing contractors did a good job of salvaging as much as they could.
  However, the reconstruction subcontractors were subpar. They made several mistakes and poor construction practices including breaking the water heater pan drain line and poor mudding of the ceiling. They came ill-prepared and barrowed my tools and ladders to work with. One of the subcontractors was let go due to their mistakes. The issues were corrected. I admit that I signed off on the work even though I was not 100% satisfied with other minor issues. I was done with the life interruptions and ready to move on. This is not the complaint topic.
  
  The complaint is that after signing off, it was time to settle up. I was needing to write a check for the balance. I am in a financial hardship and asked the account manager if they had a payment plan option. He asked about my possible terms and said he would ask the GM. He said that if they approved the plan, they would need to place a lien on my home for that amount. The GM came back with a plan that was not to my liking, so I turned it down and said I would just pay the full amount. It was then that I was informed that by just inquiring, they had already placed a lien on my home and that I would be responsible for paying the for both the lien placement and the lien release, on total $96. I never agreed to any terms. The account manager stated that it was policy to place a lien if the customer indicated that they could not pay. I never stated that I could not pay. I was only inquiring. I get that this is small amount, but customer should not be treated this way for asking, not to mention the issues with the reconstruction. I would not have filed this complaint had the lien not been placed.

  

  Business Response

  Date: 03/21/2025

  Full details attached as PDF for response.   Thank you.
  

• Initial Complaint

  Date:06/27/2024

  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.

  see Attached document

  

  Business Response

  Date: 07/12/2024

  Member went uncommunicative with us.  Attempts are documented to reference all attempts, the issue with reference to the concrete was explained as due to form and provided with option to correct and would not respond.  Site inspection preformed along with documenting all attempts.  Please contact with any questions.
  

   

   

  Customer Answer

  Date: 08/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: See attached statement.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 08/06/2024

  ********

   

  Thank you for providing the additional information regarding your complaint. As discussed previously, we have made every effort to communicate with you and provide resolutions for the issues raised.
  At this time, the balance on your account is still owed. We kindly request that you settle the outstanding amount as soon as possible.

   

  
  
  

• Initial Complaint

  Date:05/30/2024

  Type:Customer Service 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.

  The fire happened 12/25/23. This is 5/30/24. My house has heavy smoke and minimum fire damage. It has been over 5 months we have been out of our home. Paul Davis Restoration has been very slow to complete the repairs. The workers are fine when they show up to do the work. I wish I had counted the days that no one has worked on the damages. I would not recommend this company to anyone. They have too many jobs and don't complete when they should by using excuses of how many jobs they have and not enough workers. ******* ****** sent them and how I wish I had turned them away and hired someone else.

  

  Business Response

  Date: 06/19/2024

  Thank you for reaching out and sharing your concerns. We deeply regret the inconvenience and frustration you've experienced during this process. Your feedback is important to us, and we take it seriously.
  We understand that the timeline for your home's restoration has extended longer than expected, and we apologize for any distress this has caused. Please know that our team is dedicated to delivering quality work, and we are committed to completing the repairs by June 28th, 2024.
  We have been addressing the challenges related to workforce availability and the high volume of projects. However, this is not an excuse for the delay, and we assure you that measures are being taken to improve our efficiency and communication.
  Our goal is to ensure that you return to a safe and fully restored home as soon as possible. We appreciate your patience and understanding, and we are here to support you through the remainder of this process. If you have any further questions or need additional assistance, please do not hesitate to contact us directly.
  Sincerely,

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

  Customer Answer

  Date: 06/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  My job is supposed to be completed June 28,2024.   No one has been here to do anything for 11 days.  I told the construction manager the linoleum I wanted at least a month ago.  Painting of shelves walls and doors and touch ups are still not completed.  
  This fire damage is not completed. I am not satisfied 

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

• Initial Complaint

  Date:09/01/2023

  Type:Customer Service 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.

  We had water damage to our home due to a bad install of a refrigerator. After contacting our insurance company we were given Paul David Restoration to use as their preferred contractor. We immediately called. The first initial contact was great, they were nice on the phone and in a day or so someone was out to look at our damage. They left and we thought “great, this could be fixed quick”. This was the LAST time we ever heard from anyone from Paul Davis Restoration. We were completely ghosted by this company. They turned in a botched insurance claim, which our insurance started the process to “pre pay” them because they are a preferred contractor. We called almost daily to see what was going on and where we stand. Each day we were told by the very nice lady on the phone that someone would return our call in 24 hours. NEVER HAPPENED! This same song and dance every day for two months while water was in our floors. At this point we finally said enough is enough and called a new contractor to come out. After deep diving into our water damaged home they found black mold to be all over my kitchen, living room, sub floor and insulation. Paul David left us in an absolute mess! Each day when we would call to check in we were told how short staffed they were because someone got fired. First off, completely unprofessional that a customer be told this. After 2 months of fighting for a call back, email communication, anything we were told another 8 weeks before repairs could happen. Customers beware of this company. If they would have kept their promise like a real restoration company my home would have not been completely gutted. We started our claim with them at the end of May, it’s now September and we have been living in alternative living arrangements for 3 weeks while the new (very good) contractors fix our home. Never once was anyone apologetic or empathetic to our situation. This is a terrible business and I would not recommend them to anyone.

  

  Business Response

  Date: 09/01/2023

  I want to extend our sincere apologies for the distressing experience you
  endured while engaging with Paul Davis Restoration. We deeply regret the
  inconvenience and frustration you faced during this challenging period.
  First and foremost, I wish to acknowledge the water damage to your home.
  Your feedback holds paramount importance for us as it serves as a critical
  tool in improving our services and ensuring the prevention of similar incidents
  in the future. We take this matter with the utmost seriousness and are fully
  committed to investigating the breakdown in communication and service you
  described. Please rest assured that we will take appropriate actions to rectify
  the situation, ensuring that our valued customers do not face such difficulties
  in the future.
  Our unwavering commitment to delivering a high level of service and professionalism
  remains at the core of our values. We acknowledge that our actions in this
  particular instance did not align with these principles. Your concerns
  regarding unprofessional conduct, unresponsiveness, and the delay in the
  restoration process deeply trouble us, and we are wholly dedicated to
  addressing them promptly.
  Thank you for bringing this matter to our attention, and we are fully
  committed to regaining your trust.
  Additionally, we would like to clarify that we have processed the requested
  change order to cancel the contract. It's important to note that we did not
  perform any work as the assignment was for repairs, not mitigation.   Per you request we will not be contacting you.
  Sincerely,  Jeremy

  Customer Answer

  Date: 09/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am sorry that things didn't work out and it came to this to get communication.  I do appreciate the response and truly hope no other customer is put in this situation. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/28/2023

  Type:Customer Service 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.

  On May 26, 2023 I contacted Paula Davis due to a pipe bursting and flooding my downstairs. They came out and pulled out the flooring in several rooms. Fans and dehumidifiers were also placed. I figured they knew what they were doing even though they had left flooring that had obviously gotten wet. After a few weeks I attempted to contact the reconstruction team to ask questions about cost of flooring and items on the estimate. No one was ever willing to respond. I went to the office and waited to talk to someone in person. I got some questions answered, but not how much I could spend on flooring. Since the pipe busting was from another company, they paid the estimate out of pocket. Once I had a check, I again contacted Paul Davis and then was finally told I could spend $2 per sqft on flooring based on the estimate. That wouldn't even get me what I had before. I questioned what I could get for that and again got no responses. I finally went and got other estimates and to keep from asking the other company to pay more. I have had to do most things myself such as ripping out the rest of the flooring that was left, disposing of the floor, and painting the wall. Once we started to rip out the left flooring, we found lots of mold on it. I had to pay to spray the house where the mold was. I contacted Paul Davis and only got an apology. No payment for the mold treatment. I would like them to pay me back for the mold treatment, the disposal of the floor that should have been taken up, and all the stress I have had to deal with because they can't communicate. A business should not ignore customers.

  

  Business Response

  Date: 09/01/2023

  Detailed response attached as pdf.
  

  Customer Answer

  Date: 09/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.