Complaints

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• Initial Complaint

  Date:11/12/2024

  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.

  Good morning, my name is ****** ******** and I have a few concerns about the reconstruction of my home with Thomasville. I’m not happy with production and I feel my need were not getting met. 9/15/24 was the start of mitigation and reconstruction of my home . They dried everything out from the water leak and tore up floors in my kitchen, basement bathroom and ripped out some cabinets. From that point on they lack communication and consideration for my living conditions with all of my things being displaced . I had to constantly call and check in to see when the Reconstruction will start, and I was always getting the runaround. I kept reaching out to my insurance company, letting them know that I didn’t think that this was a good fit for me because they did not communicate well , and they always gave me the runaround . However, when it was time for Reconstruction, they did everything and anything to give me the sign with them and pay the thousand dollar deductible. They did dry wall work in the basement and didn’t put the phone line back in the wall, painted the bathroom and didn’t take the plates off the wall socket and in the kitchen the counter top has a big gap in between the backsplash and the counter. The quality of work I have received and the work ethic being put forward not there after I paid my deductible. The project manager assigned to me brushes everything off and make excuses for the careless mistakes being made. They only came out 3 The first week of them coming out it was red flags did work one day and the next day nobody came out and it was told to me they car broke down ??I feel like we don’t have the same vision when it comes to the quality of work and my expectations. They have full access to my home and the work is still being dragged out. 3 day only one guy showed up to do some painting. Eugen has yet to make me feel comfortable with after telling me that this was going to be quality work and took my money. I want my money back

  

  Business Response

  Date: 11/13/2024

  Ms. ********,
  
  On behalf of Thomasville Restoration, I want to extend our
  apologies for your experience with your reconstruction project.
  
  From my understanding, you are concerned with the phone
  line, wall sockets not being taken off for painting, a gap in the countertop,
  missing an appointment and only one person on site for painting the kitchen. We
  sincerely regret this misfortunate communication error and apologize for the
  inconvenience this has caused.
  
  At Thomasville Restoration, one of our company’s core values
  is Communication and we have failed to provide you excellent communication.
  Since Eugene is under my supervision, I want to personally apologize for the
  mistake.
  
  I have provided the timeline for the scheduling of repairs
  below:
  The mitigation was
  completed on 10/11/24. We had a preliminary, unapproved reconstruction
  estimate written on 10/10/24. This estimate was uploaded to the insurance
  company and approved on 10/24/24. During the time we were waiting on
  approval of the estimate, we were attempting confirmation of the kitchen
  cabinet replacement per your request.
  On 10/25/24, your job went
  into production and a project concierge was assigned. Eugene then reached
  out you on the same day and left a voicemail message to schedule the
  initial walk through.  We scheduled a walk-through on 10/29/24 at
  5:30PM.
  On 10/30/24, we dropped of
  samples to you to review and followed up on the selections on 11/4/24.
  We received the deductible
  payment on 11/6/24. Once received, we began reconstruction services.
  
  I have spoken to Eugene regarding your concerns and have the
  following updates for you:
  Countertop – The existing
  countertop is currently being braced while we waited for the cabinet
  selection as well as the installation. Once the cabinets could be
  installed, the countertop would be detached and reset. This would then
  correct the gap in the countertop.
  Phone line – this was
  missed by the drywall crew as it was in the closet. This can be installed
  by cutting the drywall and fishing the phone line through.
  Wall outlets – We have
  phones showing the outlets removed and the paint on the outlets were a
  pre-existing condition. I have attached the photos for you here.
  Crew missing appointment –
  The crew did in fact have car trouble. We were unable to “call them an
  uber” as they would not have been able to bring all the tools needed for
  your repairs. This was a misfortunate event and I apologize for any
  inconvenience it may have caused.
  Only one person for
  painting – Yes, only one person was sent to begin the painting of the
  kitchen as the task can be managed by a single individual. This also helps
  streamline the process and ensures that the work is being done
  efficiently.
  
  It seems there was a misunderstanding regarding the
  scheduled appointment. We had planned to address your questions and concerns on
  11/11/24 at 10:30 AM. However, when Eugene arrived, no one was available to
  answer the door, and the painter had already left at your request.
  
  We understand that you would like to use another contractor
  at this time. We will proceed with revising the estimate to reflect only the
  work that has been completed. If you have any questions, please feel free to
  let us know.
  
  Thank you,
  

  Carrie J************

  Head of Production

  Thomasville Restoration

  
  

  Customer Answer

  Date: 11/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it’s some truth to this response but not all. I have been waiting on the reconstruction part of my home for over a month now. In the two weeks of having a project manager he never came to me with a layout on how we were going to complete this project. I kept asking for ideas and other alternatives to the picture on his phone he showed me of some stuff he did on our first meet he had nothing but one door of a cabinet. I feel like I had to force him to give me more to go off of. He just wanted me to agree to a contract and pay the deductible being kinda pushy. He the agreed to bring some stuff pass which he did and dropped it off and because he had to take his daughter out to eat and spend time with her is what he told me …we never went over anything. He dropped off a white and gray cabinet and one gray laminate floor piece and four pieces of tile…. And i haven’t seen him since the first day the ppl started working on the house… as a project manager I thought they come and over see things and bring your ideas to life, give you play by play of what they have set up to happen and I got none of that… and mediocre work I don’t believe this work is satisfactory compared to other work I have seen and I no people personally that do that work. Careless mistakes from professional is unacceptable and if someone else has to come in and do this work over to fix things that supposedly already been done is unacceptable. Now we have to pay twice probably for something that has already been paid for. As for Eugene coming out I checked the camera and I seen he did come pass at 11 but he didn’t call to let me no he was out side I could have came to meet with him I was there just didn’t hear a knock at the door or the bell ringing. I feel I been more then patient with them and it’s one thing after another. The only thing that was done right was the drywall… and this is only in regards to reconstruction… I want a print out on what I was charged for 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 11/18/2024

  Ms. ********,
  
  I appreciate you sharing your concerns in such detail. It's
  clear that this situation has been frustrating and disappointing for you. I
  completely understand your expectations regarding the role of a project manager
  and the level of communication and oversight you anticipated during the
  reconstruction process.
  
  We received the mitigation loss on 9/24/24. You had
  requested we give you a call after you finished your work day at 4:30PM. We
  were then informed that the source was getting fixed on 9/27/24 and that we
  were unable to perform mitigation services until after hours due to your work
  schedule. We are unable to perform mitigation services unless the source of the
  loss has been repaired. There are several reasons for this:
  
  If the source of the loss
  (e.g., a leak) is not repaired, any mitigation efforts may be rendered
  ineffective. For instance, even if you dry out a water-damaged area,
  continued water intrusion can lead to recurring issues such as mold growth
  or structural degradation.
  Insurance and Liability -
  Many insurance policies require that the source of the loss be addressed
  to avoid superseding issues, ensuring that claims are valid and the
  mitigation work is covered.
  Performing mitigation
  without repairing the source can lead to unnecessary expense and labor, as
  the same area may need to be addressed multiple times.
  
  The request for performing the work after hours also needed
  to be approved by your insurance company, insurance policies have specific
  guidelines about when and how work can be conducted, especially if it involves
  alterations or construction outside of regular hours. The need to secure this
  approval can delay progress if there is a lack of clarity or responsiveness
  from the insurance provider. It can create a bottleneck where work cannot
  proceed until all necessary approvals are obtained. We obtained approval to do
  the mitigation work after hours on 10/1/24. We then started mitigation services
  on 10/2/24.
  
  We then needed to require additional approval for demo that
  was needed. We received that approval on 10/3/24 and scheduled for the next
  available afterhours appointment on 10/8/24. Following that appointment, we
  scheduled the equipment to be removed on 10/11/24. The reconstruction timeline then picks up here, as we have a preliminary reconstruction estimate
  written on 10/10/24.
  
  Should we have been able to walk the loss with you, we would
  have been able to address your concerns. Prior to the end of completion of the
  reconstruction project, we would have walked through with you again and
  completed a final punch list. A final punch list is a comprehensive document
  created at the end of a construction project, outlining the remaining tasks or
  deficiencies that need to be addressed before the project can be considered
  fully completed and acceptable for handover to the owner. It typically includes
  items that do not meet the project specifications, minor repairs, clean-up
  tasks, and any final adjustments that are needed.
  
  I understand that you want clarity on the charges. The
  revised estimate has been completed and sent to the insurance company to
  review. Once approved, a copy will be provided to you.
  
  Carrie
  J************        

  Head of
  Production, Thomasville Restoration

  
  

  Customer Answer

  Date: 11/22/2024

  This was my response it didn’t go through 
  
  Complaint: ********
  
  I am rejecting this response because: Mitigation services is not why i have an issue my problem is with the reconstruction portion of the job. They gave authorization for all after hour jobs and we got that portion of it done. The problem was lack of communication, Eugene the project manager that you set up for me, the workers that had full access to my home for more then a week and came only 3 times and the the quality of work that has been delivered thus far. I did not enjoy the pushback on everything I was suggesting to him always trying to get a up charge on everything to make more money for your company and not having the layout of what we were doing just not being prepared. I feel like as a project manager he should’ve been overseen the whole project there every day monitoring the work that’s being performed making sure that things were going accordingly having a vision for the customer and then executing it. I didn’t get that from Thomasville. All I got was excuses, barely receive communication and this is the most information I got about the project in two months from you all responding to the Better Business Bureau and all I wanted as a customer was communication and to get the work done in my house and I have to live and my house like this . I don’t want no apologies. I want my house fixed. it’s been hell on earth working with this company.
  
  
  Sincerely,
  
  
  ****** ********