Complaints

This profile includes complaints for Avedon USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Avedon USA, LLC

  PO Box 2208 Uppr Marlboro, MD 20773-2208

• 

  Avedon USA, LLC

  505 Commerce Dr Uppr Marlboro, MD 20774-7434

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:12/12/2024

  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 24 June 2024 at about 11:30 pm there was a fire at my house, *********************************************************************************************. Mr. ******** ******* contacted ******** ******* from Avedon Construction to provide me with an assessment of the damages created by the fire. On July 20, 2024 He arrived at my home, he looked at the damage and told me and Mr. ******* that he would complete the assessment. I asked ******** how much it would cost for the assessment and an addition; at which time he told me and Mr. ******* that the assessment/mitigation would be paid for by the insurance company from a different funding source. For the addition ******** said he would let us know. I told Him I needed to know the cost of the addition and drawing before he did any work. After sometime of dissatisfaction, ******** submitted a supplemental document to my insurance company (****). The insurance company replied to ***************** Avedon with the following statement:We are in receipt of your estimate for the repairs to the Hunter home. This has been over 2 months after **** provided to the member the **** estimate. A quick review of the estimate notes we do not cover the requested supervisory hours as the loss would not dictate added supervisory hours on this project. The home is easily accessible and this is a standard fire restoration with no complicated parts to the repair. Additionally, ******** and the surrounding area is 10&10 and not 15&10 Overhead and Profit. In making the two quick adjustments, the estimate by Avedon USA is less than the **** estimate provided two months ago.After this rejection from my insurance company, Avedon sent me several documents to be signed and a quote. The documents were confusing and forcing me into agreement with which I disagree. I asked for an explanation and got nowhere. I wrote a letter to the company to terminate the agreement made on July 20, 2024. I was sent an email on December 9, 2024 with a letter of intent to place a lean on my property

  Business Response

  Date: 01/23/2025

  See attached response.

  Customer Answer

  Date: 01/26/2025

  Avedon, sent another email with threats on 23 Jan 2025; trying to justify why they should be overpaid for incomplete job.  Below is the email: 

  
  
  As today's date is 1/22/2025, and we still have yet to receive payment in full, we will be going forward with the legal procedures. On 10/3/2024 you were sent the requested supplement with 10% profit and 10% overhead, which is ********** O&P law. Although Maryland's Overhead & Profit law is 15% profit and 10% overhead we obliged. We haven't been able to confirm if and what **** ****** has been paid by her adjuster, as she requested no communication to Avedon from ****, but we believe this to be fraudulent behavior. Avedon rendered $73,768 worth of emergency services before **** ****** went ahead with another contractor for the restoration, and has only been paid $10,409.85, which is the amount **** ****** decided personally we should be paid, not what was invoiced / completed by Avedon. Contrary to our assignment of funds agreement, which was signed 7/20/2024, and sent as a reminder on 12/9/2024, payment was made and addressed to **** ******* which in turn has led to the breach of contract, and as written in the email 12/9/2024, **** will also be held accountable for the actions of the client due to negligence. The balance remaining, which we will be pursuing in full, is $63,358.15. 
  
  
  Pictures have been included, along with the invoices and supporting documents.
  
  
  Thank you for choosing Avedon and have a great day,
  

  Customer Answer

  Date: 02/10/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22678168
  
  I am rejecting this response because:
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/14/2024

  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.

  Tree fell on our home May 16, 2022. Avedon still haven't completed repairing our home. We've tried to be understanding but this has taken entirely too long. We had to move back in our home and live in the basement because Avedon have not did the repairs to our entire upper level of our home. We have no kitchen. Our home owner insurance has paid already for these repairs to be completed but they do a little work seems like once a month. Next month will be two years and our home still isn't repaired but they've been paid a large sum of money.

  Customer Answer

  Date: 07/18/2024

  This is the second time were filing a complaint with this company. Long story in a short summary, after two years and 2 months, our home still isnt completed. Not a lot left to do but some changes had to be done in the kitchen because the cabinet designer didnt listen to what he was told about the appliances that were purchase for the kitchen. When he came to the house for measurements, he was shown the appliances and given the measurements of each appliance. He still did them wrong and were being charged for his mistake. Which at this point, we just want things finished. I called their office and no one returns our call. Again, as stated in our previous complaint, our insurance paid a great deal of money to have our house done and its still not. Some other work was promised to us in which that wasnt done either. This really has gone on far too long. Our home is hot in the top level because of no insulation being placed in the attic of our home in which is causing our newly installed hvac to work even harder to try to keep cool during this heat. Work was suppose to be done on the deck so we decided to pay out of our pocket to get it repaired because Avedon was taking too long. Weve asked for their unused outside toilet to be removed from our yard and its still there. We have closet doors that havent been reinstalled, front storm door still isnt replaced, air ducts were supposed to be professionally cleaned and they were clean by non licensed personnel. (Their own workers) so now Im paying to have them professionally cleaned. Our insurance paid to have all this done and its not. This is just plain unacceptable. Ive tried my best to be understanding but this has gone too far and something needs to be done. Avedon has been paid so we want what our hard earned money to our insurance company paid for; to fix our home.

  Business Response

  Date: 01/29/2025

  On May 16, 2022, a tree fell on ******************** home, resulting in an insurance claim for the damage. Shortly thereafter, the Grows signed an estimated one-year repair contract with Avedon USA. During the course of the restoration, Avedon successfully worked with the insurance company to increase the Insurance Rebuild Scope to $156,937.91. As a for-profit company, we must ensure that adequate funding is in place before beginning repairs, as all work undertaken must be supported by payments from the insurance company. Consequently, delays in funding inevitably lead to delays in completing the repairs.

  To clarify, the delays on this project were not caused by Avedon USA. After the loss occurred in May 2022, we did not receive initial funds to commence repairs until August 2022. Between August and October 2022, we received a total of $88,714.13, and we promptly began work on the property. Despite multiple requests for additional funds to continue the repairs, the next payment from the insurance company was not received until September 2023over a year laterwhen $38,279.47 was disbursed. A subsequent payment of $20,612.02 followed in March 2024.

  It is important to note that a $156,937.91 repair project cannot be completed with only $88,714.13 available. As a result, the project could not be finished within the original estimated timeline. This situation and the reasons for the delay were repeatedly communicated to the Grows. The delays were solely due to the insurance companys delayed funding, over which we had no control.

  Despite these challenges, Avedon fulfilled its obligations and completed the project. Throughout the process, the Grows acknowledged our position and agreed to remove their complaint upon project completion. However, despite our compliance and successful completion of the work, the complaint still remains. Additionally, there is still a balance owed to us, and we have encountered financial concerns regarding out-of-pocket expenses for them, as payments were returned on more than one occasion.

  We appreciate your understanding of the challenges we faced in this case, and we hope that this can be resolved fairly.

  
  

  With kind regards,

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

  File Manager

  Customer Answer

  Date: 02/05/2025

  At this present time, the statement provided by Avedon is not completely factual. Money was disbursed in a timely manner. The issue was from August of 2022 to about September of 2023, the county requested further information from Avedon for the layout of the repairs of the entire roof of our home. They did not comply with the county request until September of 2023. (Proof can be found with the county) Not to go into too much detail about this, currently, Avedon basically lost most of our main bedroom furniture, none of our mattress for four bedrooms were returned, a leather love seat and multiple other things that belong to us. They basically held our personnel belongings until we signed a document stating that we were somewhat satisfied with the work they done. Our deck was supposed to be painted in which is still half done. Avedon was informed of our items that were missing. we have not heard from them in about a month concerning our missing items and now this comes up. Our agreement for repairs to our home was to be completed by August of 2023. This didn't happen as agreed. They cost us thousands of dollars out of our pocket because of their lack of abiding by the signed agreement to have our home completed. The checks that they are referring to was placed on "stop payment" because our entire possessions were not returned as promised. We don't have an issue with paying anything that's owed. But we will also be compensated for their inability to return our possessions. We had to purchase a new bedroom set because ours wasn't returned. So have Avedon contact us to discuss a medium for these issues.

  Customer Answer

  Date: 02/06/2025

  To add on to the previous response, the monies was disbursed to Avedon by our mortgage company. The insurance company sent the money to us and the mortgage company for the repairs. The mortgage company made it known to Avedon that the money would be disbursed to them in increments based on the progress made of repairing our home. So again, our mortgage company made numerous inspections of our home during the span of August 2022 to September 2023 and determined that their lack of progress caused payments to be delayed. The money disbursed to the did not show enough progress so that more money would be sent out to them. 

• Initial Complaint

  Date:03/01/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  I retained Avedon USA through my ***************** policy in April 2023 after being displaced from the **********, DC house that I lived in because of smoke damage from my neighbors fire. Avedon appeared on the scene of the fire. Because this house is still not habitable, I have relocated to another home which is a few blocks away.Avedon removed my possessions as a part of my insurance covered Pack-Out on or about April 15, 2023. They said that my items which includes new Arhaus Furniture, rare artwork and other valuables (worth over $150,000) would be stored at their facility in **************, *********** July 2023, I paid Avedon in full for services ($47,211.89) on their 5/15/2023 Statement of Work (SOW) that included the Pack-Out, the Move-Back, and one month of storage at a rate of $2,000/month. This SOW included a credit of $7,500 that my State Farm adjuster negotiated with ******** due to the fact that the original SOW that Avedon submitted included charges which should have been applied to my landlords Dwelling coverage.I notified Avedon on December 21, 2023 that I would be moving to my new DC residence on January 31, 2024. I asked them to prepare the final invoice and send it to my adjuster so that my move back would not be delayed due to payment issues. Avedon was non-responsive to my repeated phone and email requests to return my property until February 16, 2024 when they sent a new Invoice with an inflated monthly storage rate of $3,376/month for 9 months storage which is excessive. This invoice also included $7,596 in Overhead and Profits which is essentially the amount of the $7,500 credit that they applied in July 2023 after discussion with my adjuster. This is Bad Faith ************** possessions are a lot more valuable than my storage balance. My documentation is attached to include the February 19, 2024 response from my adjuster which Avedon USA has yet to respond.Please help me get my property back from Avedon USA. Thank you.

  Business Response

  Date: 04/03/2024

  Please see attached our response to Ms. ****** complaint with Consumer Affairs. The letter to consumer affairs covers all of her complaint issues with except of statement of returning the contents late January because Ms. ****** agreed to pay up to March 2024 making that statement mute. We have agreed to an additional reduced price of $16,000.00 based on the offer Ms. ****** made to consumer affairs. 

  We wish for this not to negatively affect our ratings with BBB as Ms. ****** complaint merely is about not paying the full amount which Avedon is entitled.

  Thank you in advance for readjusting our BBB rating.

   

  Customer Answer

  Date: 04/05/2024

  Avedon's response to BBB is not factual. My "offer" of $16,000 ($2,000/month for June 15, 2023-February *******) is the monthly storage amount that Avedon agreed to with my insurance adjuster in the June 2023 SOW. My complaint is that Avedon submitted two invoices in February 2024 and March 2024 with inflated storage fees over the $16,000 due. Also, I notified Avedon in December 2023 that I wanted a move back date of January 31, 2024. Because of their delays in the form of non-responsiveness and failure to submit proper invoices, my storage time with them was extended past January 31, 2024. I did not agree to pay up to March 2024.
  

  Also, attached is my response to Avedon's email to Investigator ********.

  Customer Answer

  Date: 04/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21371061
  
  I am rejecting this response because:
  Avedon's response is inaccurate and misleading. My complaint was that since Avedon submitted an inflated invoice for storage fees that did not adhere to the $2,000/month that we negotiated in June 2023 with my insurance adjuster. $16,000 was not an "offer" or "reduced price" but the correct amount due based on the SOW. (8 additional months of storage at $2,000/month -June 15,2023-February 15, 2024). 

  Also, my complaint is that because of Avedon's delays in the form of non-responsiveness and failure to submit proper invoices, my storage time with them was extended past January 31, 2024. I notified Avedon on December ******* that I wanted a move back date of January 31, 2024. I asked them to start processing the paper work to avoid delays. I made several attempts to contact them via phone and e-mail. They did not send the first invoice, which was inflated, until on or about February 15, 2024 once I notified the DC Office of Attorney General. 
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 07/11/2024

  Attached please find the closure letter from the DC agency that assisted me with retrieving my belongings from Avedon plus my follow up with Avedon. 

  
  

  Thank you for your assistance in this matter. I look forward to hearing from you. 

  
  

  Regards,

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

• Initial Complaint

  Date:11/28/2023

  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 October 26,2023 I selected Avedon USA as the plumber to unclog my toilet on the 2nd level of my townhouse. During the consultation with the Program Manager I informed him the clogged has effected the 3rd floor pressure bathroom toilet will your team check this area also. He stated, Its a part of the cost which he stated yes it will range around $60- $100.00. He assigned a plumber who was rude, irritate, unresponsiveness and unprofessional so I asked to assign another plumber. The gentleman came out for 20 minutes, did not check the 3rd floor toilet nor noted it on the invoice which was $1066.00. I contacted ** **** again on November 28, 2023, to have him identify the Warrety for the work and let him know they DIDNT check the pressure on the 3rd floor bathroom toilet. He commensed To say thats an additional issue you need another service charge. The team did not complete the required assessment now the 3rd bathroom now the toilet has damaged the 3rd floor the carpet and 2nd floor ceiling. I would like the $1066. Price to be readjusted and they evaluate the third floor toilet as previously stated and pay for the damage caused by their negligence and damage to my 3rd floor carpet and 2nd floor ceiling

  Business Response

  Date: 02/13/2024

  December 28, 2023

  Good afternoon *** ******,
  This is our response to the complaint launched by *** ****** **********.
  On approximately 10/16/2023, while working next door to *** **********, she requested us to provide service since she had an overflowed toilet that caused water damage to her property.
  *** ********** then signed a Post Loss Assignment dated 10/18/2023 for the subsequent water damage mitigation and repair service. *** ********** contacted her insurance company to file a claim. Her insurer indicated that a report is required by a Master Plumber to justify the resulting damage from a clogged toilet. *** ********** was charged $1066.64, (of which she paid by credit card), to have our master plumber troubleshoot the overflowed toilet, unclog the toilet and provide the report of findings. Toilet was unclogged and the report was submitted to her insurance company.
  Please see attached documents.
  (a) Payment in full in the amount of $1066.64 (Invoice ******-****), which payment was made on 11/08/2023.
  (b) Scope No. 2023-************** dated 10/26/2023, which details work that was perform and report provided.
  (c) Post Loss Assignment signed and dated 10/18/2023.
  (d) Master Plumber Report dated 10/17/2023.
  On October 23rd, 2023 at 4:48 PM, *** ********** notified us via text that she wished to withdraw from the Post Loss Assignment. We honored *** ********** request and cancelled the Post Loss Assignment.

• Initial Complaint

  Date:08/27/2023

  Type:Sales and Advertising 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.

  March 13, 2020, our shed caught on fire, and spread to the vinyl siding of the house. After the fire was extinguished, ***********************************, of Avedon, came to our door offering his companys emergency & repair services, which included covering the damaged area with a tarp, cleaning and debris disposal, and repairs to our home. We were informed that emergency services would start immediately. Avedon did not act until mid-April and only covered the damage with a tarp, they did not clean nor dispose of the debris. By June 2020, no work had been started; I corresponded with ****************, the Production Manager, asking when the work would begin. She indicated she was having difficulty with our claims adjuster approving the scope of work. On June 2, 2020, **************** came to our house with the contract without the scope of work attached. We signed the contract in good faith believing the work would be done and gave her a deposit of $1498.83. In September 2020 after speaking with ********* we found out that Avedon was adding items to the estimated damages in the scope without our knowledge or ********* approval. After learning that Avedon was padding the scope, and work had not started we canceled Avedons services via email and by letter. Weve received several threatening calls from Avedon over the time span of 3 years demanding money for work that had not been completed by the company. Most recently, on August 16, 2023, I received an email from *********************** forwarding a Notice of Intent to place a lien on my property. Please see uploads for detailed information.

  Business Response

  Date: 09/20/2023

  Dear ****,
  
  We believe this complaint is unfounded by the complainant.
  
  We have a contract with the client dated 06/02/2020,signed by both parties. (See attached)
  
  ************* sent, via certified mail, a notice of cancellation dated 09/25/2020 and the letter is postmarked 10/02/2020. The notice is past the 3 days to cancel a contract or 5 days if a senior citizen.
  
  We performed emergency services on 03/13/2020 (the date of loss). ********* provided the original Scope of Work on 03/31/2020. Avedon provided a Supplement on 03/30/2020 and we received ********* revised Scope of Work on 05/04/2023 with only a few of the supplemental items to complete the work properly.
  
  The invoice for this total is $1,761.88 of which ********* paid in their scope of work $636.80, leaving the balance of $1,125.08 due (see attached invoice). The 2nd invoice for the restoration totaled $3,860.41 of which $861.53 was paid, leaving the cost of the shed plus labor to install and remove all of the debris at a deficit. As a courtesy, we also waived $500.00 of this customers deductible if this invoice was paid in full which did not happen.
  
  We do not feel that calling to collect what is owed to us is harassing or threatening. The last email sent on 08/23/2023 was to remind her the balance is owed and we will file a lawsuit against her and, possibly,place a lien on their home, if we cannot come to an amicable agreement to settle the account. The allegation that we were trying to pad the Scope of Work is unsubstantiated.
  
  It is, always, our goal to try to resolve any issue with our customers. We understand that it is our customers who keep us in business.We will accept an additional $1,000.00 and close the collection effort. The customer does have the right to go back to ********* who short-paid our emergency service invoice and collect the difference.
  
  As it stands now, the customer is in breach and the balance owed right now is $4,123.96, of which $1,000.00 is being considered the settlement.

  Regards,

  Avedon USA LLC

  Customer Answer

  Date: 09/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I am responding to the company Avedon USA response to my Complaint ID ********.  I reject Avedons response for the following reason.

  We signed the contract without the scope of work attached on June 2, 2020, in good faith trusting and believing that Avedon would honor the contract by adhering to the dates that were in the contract.  The restoration work referenced in the contract was to start 6/1/2020 and be completed by August 20, 2020.  As of September 25, 2020, the work had not been started.  I sent the Senior File Manager, ********************************* an email forwarding the cancellation letter and followed up with a letter mailed to the Company.  I stated the reason why I was cancelling which was because the work had not been started.
  Avedon did not perform ********* services (placement of the tarp) on March 13, 2020, as mentioned in the response.  It was not until April 2020 that the tarp was put up.  Avedon did not clean or haul away the debris.  My husband paid another company to complete the Emergency Services.
  Our insurance company did provide a revised scope of work on May 4, 2020, with the instruction for us and Avedon to review the estimate and to provide them with any questions prior to beginning the work. The revised scope of work from May 4, 2020, did not include additions made by Avedon in September 2020. Avedon provided additions to the scope of work to our insurance company in September 2020.  It was then that I learned from ********* that Avedon had added additional items that were out of the scope of work which ********* would not pay for.  These items were not damaged by the fire such as replacing more siding, the clothes dryer vent, the fascia metal, the gutter and downspout, the attic vents and cleaning of the cement slab.  After cancelling the contract with Avedon, I had two more contractors to come out and give us an estimate on the damages, neither company agreed that the items I just listed were damaged by the fire.
  Avedon never provided us with any invoices.  The only money discussed was the money that was in the contract, which was an initial deposit of $1498.83 which we paid on the 2nd of June when we signed the contract. An additional $1498.83 was to be paid upon 50% of completion of the work; and a final $1498.83 to be paid at the completion totaling $4,496.49 which we did not pay or owe because the work had not been completed or even started by September.  The only work Avedon did was the tarp covering which was $636.08 and the purchase of the shed which was $649 these items totaled $1285.08.  The initial deposit covers these costs, leaving Avedon with a balance of $213.75.
  The company states we owe them $4,132.96 because we did not cancel the contract within 5 days of the contract being signed. We submitted the formal letter of cancellation because Avedon breached the contract by not starting work in the timetable presented on the contract. We also deem the contract breached by Avedon because of the additional items added to the scope of work after the contract was signed in good faith. This is considered padding the scope to in turn receive payment from our insurance company for work not damaged by the fire nor approved by us, the clients.
  We received minimal communication from Avedon prior to the notice of intent to put a lien on our property on August 14. We deem this letter threatening as there has not been any previous formal written communication regarding requests for payment after we cancelled the contract.    
  We are displeased with Avedons unethical business practices. As I stated in my complaint, a resolution to this issue is a formal letter absolving us of any money Avedon claims is owed to them and no further contact from Avedon.       
  
  Regards,
  
  *************************

  Business Response

  Date: 12/11/2023

  From: *************************** <[email protected]>
  Date: Mon, Dec 11, 2023 at 4:06 PM
  Subject: RE: Final Response to Complaint# ********
  To: *********************** <************@mybbb.org>
  
  *************,
  
  The restoration process took longer than expected due to your insurance company, their company policies, and their lack of communication throughout the process. However, you signed the contract allowing us to do that work and committing to the amount discussed and written in the contract.
  
  We completed the emergency services, debris removal, purchase, and delivery of the replacement shed. We have an internal report, that you signed, stating we tarped the area (which we have attached). Furthermore, we did clear the debris and we have pictures of the cleared area with the shed materials (which we have attached). We are sure we did that work because if anyone else cleared the debris, it would have been a breach of contract. If the contract was breached, all work would have been stopped, immediately.
  
  Nonetheless, you signed a valid contract and we have every right to the amount agreed upon within the contract. However, our top priority is always our customers. We believe you have been through enough with this incident and empathize with you. That is why we are willing to settle this matter for a fraction of what is owed per the contract.
  
  We are still holding open the settlement of $1,000.00 at this time. Please let us know if you choose to move forward with that option. Unfortunately, the letter absolving you of money owed to us is out of the question as we are a business. We will get paid for the work that was completed which was emergency services, debris removal, purchase, and delivery of the replacement shed.
  
  Regards,
  
  Avedon USA, LLC
   
  Thanks and Regards,
  
  ******** *****
  
  Executive Office Support
  
  Avedon USA
  
  ************
  505 Commerce Drive
  Upper Marlboro, MD 20774
  
  IICRC
  
  Institute of Inspection, Cleaning, and Restoration Certification
  
  Certified Firm #******
  
  A+ rating with the BBB
  
  Sent from Mail for *******

  Customer Answer

  Date: 12/21/2023

  Dear BBB,

  I responded on Sept 28th to Avedon's response.  I disagreed very much to their response I'm not sure why you did not receive it.  I still have my response and am attaching it.  Please see attached.  And please NOTE this is not resolved!

  I am responding to the company Avedon USA response to my Complaint ID ********.  I reject Avedon's response for the following reason.
  We signed the contract on June 2, 2020, in good faith without the scope of work attached trusting and believing that Avedon would honor the contract by adhering to the dates that were in the contract.  Restoration (the work was to approximately 6/1/2020 and completed by August 20, 2020.  As of September 25, 2020, the work had not been started.  I sent the Senior File Manager ********************************* an email forwarding the cancellation letter and followed up with a letter mailed to the Company.  I stated the reason why I was cancelling which was because the work had not been started.
  Avedon did not perform Emergency services on March 13, 2020.  It was not until April that the Tarp was put up.  Avedon did not clean or haul away the debris.  My husband paid another company to complete the Emergency Services.
  Our insurance company did provide a revised scope of work on May 4, 2020, with the instruction for us and Avedon to review the estimate and to provide them with any questions prior to beginning the work.  Avedon did not provide any additions to the scope of work to our insurance company and never to us until September 2020.  It was then that I learned from ********* that Avedon had added additional items that were out of the scope of work that ********* would not pay for.  These items were not damaged by the fire such as replacing more siding, the clothes dryer vent, the fascia metal, the gutter and downspout and the attic vents.  After cancelling the contract with Avedon, I had two more contractors to come out and give us an estimate on the damages, neither company agreed the items I just listed were damaged by the fire.
  Avedon never provided us with any invoices.  The only money discussed was the money that was in the contract, which was an initial deposit of $1498.83 which we paid on the 2nd of June when we signed the contract. An additional $1498.83 was to be paid upon completion of the work; and a final $1498.83 to be paid at the completion totaling $4,496.49 which we did not pay or owe because the work had not been completed or even started by September.  The only work Avedon did was the tarp covering which was $636.08 and the purchase of the shed which was $649 these items totaled $1285.08.  The initial deposit covers these costs with a balance/surplus of $213.75.
  The company states we owe them $4,132.96 simply because we had the good sense to cancel the contract after waiting 4 months to complete the job.
  Regarding Avedon, they do not consider the communication we received from them were threats/harassment each time they called were once a year never asking how they could complete the job they are saying we owe them money.  Also, they certainly threaten us on August 14 with a notice of intent to put a lien on our property simply because we did not allow them to scam us.
  As I stated in my complaint, to resolve this issue is a formal letter absolving us of any money they feel is owed to them and to stop the yearly threats.       
  

  Customer Answer

  Date: 12/21/2023

  *************** to the company Avedon USA response to my Complaint ID ********.  I reject Avedons response for the following reason.
  We signed the contract on June 2, 2020, in good faith without the scope of work attached trusting and believing that Avedon would honor the contract by adhering to the dates that were in the contract.  Restoration (the work was to approximately 6/1/2020 and completed by August 20, 2020.  As of September 25, 2020, the work had not been started.  I sent the Senior File Manager ********************************* an email forwarding the cancellation letter and followed up with a letter mailed to the Company.  I stated the reason why I was cancelling which was because the work had not been started.
  Avedon did not perform Emergency services on March 13, 2020.  It was not until April that the Tarp was put up.  Avedon did not clean or haul away the debris.  My husband paid another company to complete the Emergency Services.
  Our insurance company did provide a revised scope of work on May 4, 2020, with the instruction for us and Avedon to review the estimate and to provide them with any questions prior to beginning the work.  Avedon did not provide any additions to the scope of work to our insurance company and never to us until September 2020.  It was then that I learned from ********* that Avedon had added additional items that were out of the scope of work that ********* would not pay for.  These items were not damaged by the fire such as replacing more siding, the clothes dryer vent, the fascia metal, the gutter and downspout and the attic vents.  After cancelling the contract with Avedon, I had two more contractors to come out and give us an estimate on the damages, neither company agreed the items I just listed were damaged by the fire.
  Avedon never provided us with any invoices.  The only money discussed was the money that was in the contract, which was an initial deposit of $1498.83 which we paid on the 2nd of June when we signed the contract. An additional $1498.83 was to be paid upon completion of the work; and a final $1498.83 to be paid at the completion totaling $4,496.49 which we did not pay or owe because the work had not been completed or even started by September.  The only work Avedon did was the tarp covering which was $636.08 and the purchase of the shed which was $649 these items totaled $1285.08.  The initial deposit covers these costs with a balance/surplus of $213.75.
  The company states we owe them $4,132.96 simply because we had the good sense to cancel the contract after waiting 4 months to complete the job.
  Regarding Avedon, they do not consider the communication we received from them were threats/harassment each time they called were once a year never asking how they could complete the job they are saying we owe them money.  Also, they certainly threaten us on August 14 with a notice of intent to put a lien on our property simply because we did not allow them to scam us.
  As I stated in my complaint, to resolve this issue is a formal letter absolving us of any money they feel is owed to them and to stop the yearly threats.       
  

  Customer Answer

  Date: 12/22/2023

  I would like some time to respond to Avedon's response of 12/11/2023.  I was not aware of the response until today 12/22/23.  I do not want this file closed.  I would like to speak with you personally.

  PS Last night Dec 21 I did respond to your correspondence thinking that you did not get my response to Avedon dated in later September.

  Thank you.

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

• Initial Complaint

  Date:07/24/2023

  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.

  My husband and I went under contract with Avedon USA in October 2022 to restore our home after a fire. Based on the damages, our insurance adjuster determined an "estimated" restoration timeframe of 4-5 months. Per Avedon there was a delay in obtaining the permits however we were told by ****** a manager, that once the permits were issued Avedon could complete the work in 30 days. Permits were secured in April of 2023. At this point we are expecting to see more progress and we questioned this regularly. After a period of dissatisfaction with their lack of communication with us, we scheduled a meeting with the Avedon team at our home. This was at the end of April. We were told by ***** ***** again that we were no more than 90 days from completion. During the month of May communication was so bad from Avedon that I actually called the office every day for a week to speak to ****** who would not return my calls. I was able to speak with someone who FINALLY scheduled an appt for us. We met with the Avedon team again at the end of May and was given a ***** day timeframe AGAIN. Our ins company had also been requesting updates for the delay from Avedon and copied us on a specific request that advised that they would no longer pay our temporary housing due to the delay of the contractor. Avedon responded but did not provide the requested proof of delay for the permits. Additionally we can see on the state website that on May 18, 2023 an electrical inspector was scheduled to come to our home but it was rejected. We spoke to the inspector and he said (and its noted on the website also) that it was rejected due to not being able to enter the home. Avedon NEVER followed up as to why the inspection didn't happen nor did they reschedule. When we mentioned this to ***** he said "Well the the lockbox was there." This is only the tip of the iceberg with this type of service we received from Avedon. Completely disappointed after we gave them several chances to correct.

  Customer Answer

  Date: 12/03/2024

  We would like to add more to our complaint with Avedon, ****

  After it was clear that we (The McConnells) were moving on from Avedon in the restoration of our home, we had a walk thru of our property on July 26, 2023 with ***** ***** and ******* ****. At this point we went through our scope of work to determine was was completed by Avedon and what was not completed. This seemed like a step in the right direction for both parties.  We were promised an updated scope within 2 weeks from them.  Avedon never sent any updates per our meeting. At this point we requested our personal property back. There were items that were being stored by Avedon that were not damaged by the fire.  We requested a list of items that Avedon was storing.  We never received this list after many attempts. We requested in person to have our personal property returned to us. We were told no because Avedon believed we owed them money. Our insurance company paid them even more than they deserved as they did not complete the job on our home. Nonetheless I asked ***** and ******* if they could point out in our contract where it says in writing that Avedon could hold our property. They could not provide this information.  Here we are over a year later and Avedon will not return our personal property but JUST yesterday sent an "invoice" for storage. This is the first time we are hearing from them in OVER a year.....prompted by the BBB notification I"m sure.  Any any rate, we don't believe a reputable company with accreditation with the BBB would do business in this manner. 
  Emails are attached to support this claim and the contract. 

  Business Response

  Date: 03/05/2025

  On November 21, 2024 Avedon USA mailed an updated invoice for the current accrued monthly storage of the items being stored for the **********, wherein we agreed to release the McConnells from or contractual agreement with the understanding that they desired to leave their stored items in our warehouse until the only flooring was completed and contingent upon them paying the balance due for work already completed under the restoration contract date October 25, 2022 for $94,571.56. We are now also asking for payment due for the stored items. To date, the ********** have not attempted to pay the balance owing on the restoration contract nor make any payment on the accrued monthly storage fee. 

• Initial Complaint

  Date:03/01/2023

  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.

  My house burned down on February 08,2021, and the contractor, (AVEDON LLC). ************* is taking way too long to help me get back to my house. When I contacted them numerous times, they do not have the answer. I'm not sure what else to do it has been taken over two years now it has been so difficult for me, and my 90 years old husband. It has been the worse time of our life. At this point I'm not sure where else to seek for help. I'm helpless no house no place to cook my own food. I have been eating outside every day and it cost money for us. I have all the paperwork but it's too many pages to scan and send to BBB. But if need it, I have it. When I meet with the contractors to pick out windows, doors etc... They tell me one thing than, they do another thing. I have meet with 4 different people on my case and I keep getting different answers. I recorded some of the meetings on my laptop. ****** ******** Permit department said that the contractor is not sending in the correct information. I have all the documents it's a lot. Please help me as soon as possible with my house. Thank You so much. ****************************************************************

  Business Response

  Date: 04/19/2023

  
  Re: Complaint ID ********
         *********************************
  
  Dear Sirs,
  
  We have reviewed the complaint filed by *********************.
  
  **. and *********************** home had a severe fire on 2/8/2021. Her whole first floor had to be demoed completely and rebuilt. We have at this time we have completed the truss system, roof, windows, doors, framing, duct,siding, masonry, plumbing rough-in, HVAC rough-in and the electrical. (70% of damages repaired.  All, of these items have been completed to prevent further damage to the property, before the building permit is issued. (See attached pictures)
  
  We immediately applied for her building permit (#****-****-*)on 3/4/2021, we received several revision requests from the county permit office (3/18/21, 7/22 and 1/19/23). **. and ********************* are well aware of the progress of the building permit. (See attached **** screen shot) We have working been diligently with the permit office and have sent every requested document, and issuance of the permit by the county is beyond our control.  
  
  **. and ********************* is under insured and we have had several meetings to discuss the shortage of her coverage. We have advised them the total cost to rebuilt her home would be approximately $524,000.00 Scope of Work dated 11/9/**** not including required Code Upgrades. We sent the ******************************* USAA and her adjuster ********************************* a copy of the Scope of Work dated 11/9/2021 not including required Code Upgrades. We sent the Townsend’s, her insurance company **** and her adjuster ******** ******** a copy of the Scope of Work #****************** totaling $524,305.97, prior to higher COVID pricing cost. The total available coverage by their insurance company, ****, is $367,000.00 leaving a shortage of approximately $157.00.00. **. and **** ******** are expecting us to invest in a property we do not and will not own for their benefit, we assume because we are the contractors. We have a contract for $367,719.27 subject to increase by supplements. The outrageous post COVID cost for building materials, electrical, Fire Safing, and insulation code upgrades will all have to be added as additional supplemental cost, per DPIE requirements. We have advised the ********’s that it is imperative that they secure additional funding to secure and avoid additional delays. If they fail to fund the shortage, we will have no choice but to consider them in Breach of Contract and give notice of Breach of Contract according to Maryland Law.
  
  The ********’s have had the rear deck demoed that was undamaged and replaced it with a new **** deck which cost in the excess of $30,000.00. Yet, they keep stating they have no money.
  
  **. and **** ******** have not complained to her insurance company or agent about the lack of proper funding for a home over 3400 sf. They are constantly complaining to us about coverage that they bought.  We have done our due diligence to bring her home back to pre-loss conditions with the funding she received and minimum Out of Pocket expenses she has already paid. Please see attached photos which will hopefully provide you with the magnitude of the damages that their home sustain following a fire.
  
  Our intentions are to complete **. and **** ******** home once the permit has been issued, so long as they provide the required funding.

• Initial Complaint

  Date:10/10/2022

  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.

  A total fire loss occurred on my Rental Property, on 26 Sept 2022. My property was boarded up without a signed consent against my wishes by Avedon USA, LLC. Therefore, I am now receiving billing invoices, as well as my insurance carrier, ******** ********* *******. As an out-of-state landlord, I provided proper communication and advance notification to the company that I did not want or desire any of their services, and to stay off and not enter my property.The attached emails will provide the timeline for the events for the house fire and communication with Avedon USA, LLC. and ******** ********* *******.Thank you for your profession guidance and help in this matter. I am grateful that my tenants were not injured in this mishap.

  Business Response

  Date: 10/19/2022

  ****************************************************************, **
  Office: **************
  Fax: **************
  Re: *************************
  Complaint ID: ********
  
  Our intentions is to always provide exemplary services to all of our clients and potential clients. We have been in business for over 40 years, live and work in the
  community we serve.
  We performed the services that were authorized via email by the client (***********************) (see attached) on the evening of the fire 9/26/2022 at approximately 7:15 pm.
  We scheduled our board up crew to board up and secured the property from further damage the morning of the 27 th which was completed. It was later in the
  afternoon, approximately 1:17 pm on the 27 th we received a subsequent email cancelling the emergency board up that was already completed. We forwarded the
  invoice to the client and her adjuster for payment for the services we render. ************************ has agreed and paid our invoice directly to the client for our
  services. (See attached email from adjuster). Obviously this was authorized by the client as shown or we would never have sent our crew from other sites to perform
  this emergency.
  While we have not received payment as of yet. We are not sure of the clients issue since she authorized the service.
  Sincerely,
  Avedon USA, LLC
  Management

  Customer Answer

  Date: 10/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response. 
  
  Regards,
  
  *************************