Complaints

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

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  Emergency Restoration Experts

  7929 Statesville Rd Charlotte, NC 28269-3708

  
• 

  Emergency Restoration Xperts

  742 Park Lawn Ct Unit B Kernersville, NC 27284-8967

  
• 

  Emergency Restoration Experts

  1722 Tate Blvd SE Hickory, NC 28602-4246

  
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  Emergency Restoration Experts, LLC

  6370 US Highway 1 N Bldg 5 Saint Augustine, FL 32095

  
• 

  Emergency Restoration Experts

  151 H O Aldridge Rd # B Boone, NC 28607

  

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:05/16/2025

  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.

  In February 2025, ERX had some contractors in my home and they unplugged my deep freezer. Within my deep freezer was food and breast milk for my infant all of it was spoiled. I requested at the time $2,449 for damages breast milk, groceries and emotional distress (from pumping and having to pump more and the loss of vital nutrients for my infant.)ERX in turn, came up with no solutions and had me do the leg work to find a donor milk bank that could provide some milk from donors for my infant that would replace what was lost (although it was still not MY milk it would do). They went and got it, but forced me to sign a paper before I could accept the milk. They then never paid me for the groceries and so I have felt they have continued to be negligent in taking responsibility to make this right, as they said they would do.I am requesting double the amount they said they would give ($1600) due to the lateness and also when I said to **** the check never came he acted as though I was lying. Then, when he checked on it he said they would get it to me and here we are still 3 months later without it.ERX has been in my home since before Christmas and it has been a nightmare the entire time. I want them to finish the work, and pay for what theyve damaged and the distress they have caused.

  

  Business Response

  Date: 05/30/2025

  **** thank you for bringing your concerns to our attention. We sincerely apologize that our service did not meet your expectations. At Emergency Restoration Xperts, we take pride in delivering exceptional service, and we are committed to making things right. We would very much appreciate the opportunity to discuss this matter in further detail and work towards a solution that addresses your concerns. Could you please call our office next week and ask to speak with our General Manager? You can reach us at ************ during office hours, Monday through Friday, 9 AM to 5 PM. Ask for *** *****, the General Manager. We value your business and hope to restore your confidence in our services.

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair 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.

  I worked with ERX from September 2023 to May 2024 for mitigation and repair work related to an insurance claim. ERX committed to complete repairs to my home and to provide a warranty on the work. The value of the repair work was around $16,000. The mitigation work was satisfactory; however, there were serious challenges with the repair process, and several issues remain unresolved:Warranty dispute: -ERX is currently refusing to honor the warranty, claiming a Certificate of Satisfaction (COS) was not signed. I have documentation showing the COS was signed through on 2/25/24, and that they completed final touch-up paint work based on the completed COS. -ERX also claimed my warranty was voided because I purchased some materials myself, but their project manager specifically directed me to purchase these materials and gave no indication this would affect my warranty.Billing Disputes: -ERX charged full fees (~$300) for moving furniture during carpet installation, although I had to move almost all the furniture myself. -ERX charged an undisclosed $170+ "service charge" for a simple mirror installation, which exceeded the $50 quote given and was not agreed to beforehand. -ERX falsely referred me to collections for a debt I did not owe, causing emotional distress and fear of credit damage, which required time and effort on my part to resolve.Quality of Work: -I am concerned that some of the plumbing and electrical work may have required licensed contractors and permits that were not obtained. -There are visible quality issues emerging, such as missing grout around the new tub, raising concerns about potential water damage.I am requesting ERX honor their warranty, refund disputed charges, obtain any necessary permits, and agree to repay any expenses needed to rectify my credit if it is harmed by their actions. I have previously attempted to resolve issues related to charges and the warranty directly with ERX, but they have not addressed them adequately.

  

  Business Response

  Date: 05/08/2025

  In response, she signed the ******** COS for Mitigation in October 2023, but she did not sign the COS for repairs. I have attached the two DocuSign records for the repairs COS showing that she looked at it repeatedly but never signed it. The COS was sent to her several times. Regardless of what the text thread says about doing the punch list, the COS was never actually signed voiding out the warranty on repairs.
  
  As a courtesy, we went back and reviewed her concerns regarding water pressure with a plumber, M.D. Plumbing and they explained to the customer that the pressure in the shower was not too low. They pulled the cartridge in the valve and pulled the shower head to check both and found no debris. ******* has a low flow shower head and they confirmed the shower valve was installed properly and had no issues.
  
  Regarding permitting and licenses, all work was completed under our general contractors license.
  
  The cost of the project was below the threshold for a permit and there were no additions or changes to the plumbing that would have required a permit.

  Customer Answer

  Date: 05/11/2025

  I fully reject ERXs response as inadequate. It selectively addressed only a few of the issues I raised and ignored key evidence provided.
  1. COS Dispute: I submitted a DocuSign confirmation showing I signed a COS on 2/25/24. ERX completed punch list work and accepted final paymentactions that contradict their claim that the COS was missing and support an estoppel or waiver argument under NC law so far as I understand it.
  2. Materials Purchase: I was explicitly instructed by ERXs project manager to purchase materials, and given assurances there was no risk in doing so. ERX then used their misdirection as a basis to deny my warranty, which appears to be a violation of Promissory Estoppel. They also withheld the contract from me throughout the duration of the project.
  3. Licensing: Electrical work was performed that, per NC law (N.C. Gen. ***** *****, NCAC 18B *****), requires a licensed electrician and permit. ERX has provided no proof that work was done legally with adequate supervision.
  4. Billing: ERX provided no justification for their inappropriate charges. Instead, they utilized coercive tactics to induce final payment and cease good faith negotiations to resolve them.
  5. Timeline: The project took over three months despite an estimated 23 week timeline.Delays were caused by ERXs own actions, and thus violates their contractual promise to carry out the work "expeditiously."
  Resolution Sought:
  Honor the repair warranty
  Refund $417.02
  Confirm licensing and permitting compliance
  Accept responsibility for any credit impacts

  

  Business Response

  Date: 05/29/2025

  *******, thank you for bringing your concerns to our attention. We take all customer feedback seriously and appreciate the opportunity to address this matter. Regarding the warranty and refund,  we acknowledge your claim and confirm that we will honor the warranty coverage for the issues you've described. As discussed, we are prepared to process a refund of $417.02.
  
  In terms of Licensing and Compliance, I would like to schedule a conversation with you regarding the licensing, permitting, and compliance aspects of this situation. This will help us ensure all work meets regulatory requirements and address any concerns you may have.
  
  Regarding your statement about "accepting responsibility for credit impact," we would appreciate clarification on this point to better understand your expectations and concerns. This will help us address this aspect appropriately and ensure we reach a mutually satisfactory resolution.
  
  Would you be available for a brief call to discuss these matters in detail? Please call our ********* ******, ************ and ask for *** ***** or **** **********.
  
  Best regards,

  Customer Answer

  Date: 06/02/2025

  Hello,
  
  I have reviewed the response made by ERX in reference to my complaint and am satisfied with their offer to refund the amount requested, honor my warranty, and discuss specific concerns around appropriate licensing/permitting any any potential harm to my credit. I will contact their office directly to coordinate the refund logistics and address the remaining concerns. I plan to make that call by the end of this week.
  

  However, I reserve the right to follow up with the BBB should ERX not follow through on their stated offer or if unreasonable contingencies are placed on the resolution.

  Thank you,
  *****
  

• Initial Complaint

  Date:01/27/2025

  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.

  ERX repaired water damage in my home. That went well. The problems began when they removed their equipment. Where they had put tape down, it took the finish off my wood floor. Ive been trying for weeks to get the company to respond to this issue. I placed my first phone call on January 9. I was promised the Mitigation Manger would be in call me. After 5 days I had not been contacted. I reached back out and was told someone would call me that day. No one did. The next day, January 16, someone called from ERX and left a message. I called back twice, and no one picked up. I did receive a text from the manager that he had now turned my problem over to someone elsewho never called me. When I called to once more ask what was going on, I was assured Id be contacted and my issue would be resolved. The Construction Manager then called to tell me he was on it. He later texted to say hed be in contact the next day with some answers. That was January 22 and today is January 27 and again, Ive heard nothing. It took ERX a few days to get me TWO invoices for their services and its taken over 3 weeks and 3 different folks in their company to NOT do anything about my floors.

  

  Business Response

  Date: 02/04/2025

  Good afternoon.

  This job was not of anyones fault. We were directed by the adjuster to put an Injectadry system down to dry out the pre-engineered floors. Unfortunately, after drying was completed it took the finish off the floor from the painter's tape that is used to hold down the mat system. We have been in contact with the adjuster and the homeowner, Mr. ******* to come to a resolution regarding the issue. As ERX was performing the procedure as instructed. The instructions say to lay the mats down properly to ensure the best possible results require them to be taped down. Taping the mats down increases the seal, creating more pressure. The other reason is for safety. If the mats become loose from the floor, they can become slick. Which increases the possibility of a slip and fall accident. Once the drying process was complete, our mitigation team removed the mats and the tape. Upon removal of the tape, it was discovered that the tape removed some of the finish off of the wood flooring.

  Customer Answer

  Date: 04/08/2025

   
  I am rejecting this response because:
  I would like to reopen this case. I've waited so long because the company has been promising to fix the issue. In their response to the BBB they claimed they were working with me. It's been several months since I first filed this complaint and the damage they did is still there and no one from the company will respond to me.

   

  I reject any claim of a settlement from ERX and would like to reopen the case
  

  

  Business Response

  Date: 04/14/2025

  Met with customer to inspect the floor. The outline of drying pads is visible in the living room and a small area in the hall. When the tape was removed, it pulled off the top clear coat, leaving spots that are rough to the touch and visible under certain lighting or close inspection. The floor is otherwise in good condition, with no warping or water stains. Project Manager demonstrated a test repair on one board using light sanding and gloss polyurethane. While the repair was successful, the board appears glossier than surrounding areas. The customer is satisfied with the repair technique but prefers a less glossy finish. They emphasized their desire to complete the work soon, given previous delays. We informed them that we would share the photos with our ** and corporate team and consult our flooring specialist about finding a finish that better matches their existing floor. We committed to providing a detailed plan by the end of next week (Aprill 18, 2025). The customer appeared satisfied with this timeline and our meeting's outcome.

• Initial Complaint

  Date:10/16/2024

  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.

  Hello, Approximately March of 2024 I filed a claim with my homeowners insurance State Farm for a roof leak. They informed they they use subcontractors to handle claims so took the claim and used Alcrity General Contracting who then turned it over to ERX restoration who then sent their project manager with a roofing company to evaluate the claim. I sent them numerous pictures of the damage I believe came from a row of storms we had during that period. ERX evaluated and then told me that Alcrity had denied the claim due to homeowner neglect and not getting annual inspections. I told them I paid for 2 separate roof repairs on my own and the inspections were done then. Alcrity and ********** did send me a payment to have the initial repairs done and said a roof replacement was not warranted due to my neglect yet they paid for the other repairs. After the repair I noticed another leak within 2' of the first leak so contacted ERX office manager *** **** who told me they could not recommend a roof replacement and the roof repair was not related to the first leak problem. I said I never had the leak prior to your roofers doing the first repair. They continue to deny any help and say my hole roof needs to be replaced because it is 24 years old. The document summary I have from State Farm clearly states wind damage and hail.

  

  Business Response

  Date: 10/17/2024

  Mr Arven is asking us to go back out and remove shingles that are still in good condition from the repair we did, and then put them back on. This is not the problem area. He's seeing other issues due to the fact that he needs a full roof replacement. He has 25 year shingles and they are in their 24th year. As was stated to Mr Arven, a roof replacement could not be recommended as he neglected to maintain the rest of the roof all these years. State Farm warranted hail and wind damage on the one area that we repaired. The rest of the roof is not covered. ERX went as far as trying to get his full roof replacement approved. It was denied by State Farm to ERX and to Mr Arven. Mr. Arven is fully aware why State Farm will not approve his full roof replacement. This complaint would be the first time ERX has heard of him doing any prior repairs to the roof. He did not express that to our team member, Ann King throughout their many conversations, in fact he relayed to us that he was aware there was zero maintenance of his roof. 

  Customer Answer

  Date: 10/17/2024

   
  
  I am rejecting this response because: they were aware I did other repairs. I stand firm that my roof never leaked in the spot it is now until after they made their repairs. My friend can attest to this. Also, this is the first time I am hearing that State Farm did approve some wind and hail damage. 
  
  
  

  

  Business Response

  Date: 10/17/2024

  Mr. Arven, you are asking us to go back out and remove shingles that are still in good condition from the repair we did, and then put them back on. This is not the problem area. You're seeing other issues with your roof due to the fact that you need a full roof replacement. You have 25 year shingles and they are in their 24th year. As was stated, a roof replacement could not be recommended to insurance as you neglected to maintain the rest of the roof all these years. State Farm warranted hail and wind damage on the one area that we repaired. The rest of the roof is not covered.  ERX went as far as trying to get your full roof replacement approved. It was denied by State Farm and you're fully aware why State Farm will not approve the full roof replacement. Unfortunately, us continuing trying to get your whole roof replaced due to your neglect would place us in a position to commit insurance fraud which we will not do. 

• Initial Complaint

  Date:08/17/2024

  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.

  I am a naturally neutral and easy-going person, and this company has me seeing red. I had a $15k job that was supposed to last 4-6 weeks, and we are 6+ months now with consistent issues. The project has gone on so long that my mom got sick, passed away, and we are deep in probate... and the project still isn't done. The home is vacant with the water turned off because busted pipes were the root cause of this issue. We (and insurance) have been charged for numerous items that were never completed - new base cabinets, rehanging and staining of existing cabinets, tile that wasn't completed in full, plumbing that was never done, etc. Roughly $6k of the $16k estimate has been charged but never completed. There is construction debris and paint on the front deck, and the house was show-ready (on the market) when they first started work. Their contractors leave trash everywhere, and they know that the water is OFF; I've come back to the house on 4 separate occasions where f**** have been left in the toilets for WEEKS. The entire house smelled like S**T. I told the new PM about this, and he laughed it off. There were footsteps on our wood steps upstairs (there was no work on the 2nd story) and there was rumpled bedding in our guest room when everything was previously cleaned and the beds were made. The (new) project manager blamed delays on the previous project manager, but the overages were brought to their attention weeks ago and have never been addressed despite multiple emails and calls. There are issues like the kickboards (baseboards) in the kitchen that were supposed to be replaced, but they were covered with veneer instead. The bottom of the sink cabinet was to be replaced with cabinet-grade wood, but it's plywood. A plumbing issue was supported to be corrected, the drywall patched, and the area painted to match - instead, there is an access panel that sits at an angle that isn't even flush with the wall. It's ridiculous that they even have a license at this point.

  

  Business Response

  Date: 08/24/2024

  8/21, *******************, the Project Manager visited ***************** residence to inspect the concerns she raised in her email. Upon examination, he observed tampering beneath the kitchen sink, resulting in a door that no longer closes correctly. Despite the crew's initial completion, an issue has arisen. Furthermore, it appears that either the homeowner or her spouse removed the access panel and insulation in the master bathroom. In light of these developments, ****** recommendation is as follows: arrange a meeting with ************* to authorize a change order eliminating any incomplete work from the estimate and execute a Certificate of Substantial Completion (COS). These actions are necessary to settle any outstanding payments. As of 8/24, **** has attempted to meet with ************* but she wants proof that the items she claims are wrong are fixed before she will do so. ERX has no intention of fixing the things that she damaged.
  
  

  Customer Answer

  Date: 08/27/2024

   
  I am rejecting this response because:
  There was no tampering or other damage cause by our inspection of the poor repairs. I would like photo evidence of this 'tampering' provided immediately for the plumbing or kitchen cabinet that still does not close. We did not repair or otherwise alter or tamper with the kitchen cabinet at the sink. That is ridiculous. The access door in the master bath was removed to inspect the plumbing repair to ensure water wasn't still leaking 6 months after we first contracted them, which appears to be fine. However the finishing work is absolutely unacceptable. The fact that ERX is disputing this claim, without addressing the ridiculous finishing of the bathroom repair, paint and litter outside of the home, or the f**** left in the home for weeks on end, is ridiculous. This job has been ongoing for 6 months and I have asked for an updated scope of work on four separate occasions over the last 3 weeks. I've yet to receive an updated SOW, a date to repair the deficiencies, or an apology for the abysmal management of this project. They have billed for over 40% of an invoice of work that was never performed and have refused to send a new updated invoice over. They claimed to replace cabinets, remove and rehang cabinets, sand and stain cabinets, and the work was never done. This response is rejected 100% and is absolutely fabricated.

  

  Business Response

  Date: 08/29/2024

  The items mentioned consisted of a few droplets of paint on that deck, which were removed and a few pieces of litter that happened on the job site. These were a few items that were easily overlooked and we took notice and fixed the situation.
  
  As far as the f**** is concerned, there was not a porta potty left on the job site because the past project manager never ordered one. Unfortunately, the install crew used the homeowner's toilet, not realizing that the water had been cut off and they didnt know where to turn it on. We apologized to her several times about that and expressed our sincere regret in that situation.
  
  We have a picture of the access panel door ripped off with the insulation pulled out that was taken after her and her husband had went there for the weekend. I went there to get final photos and saw where that had been done and the photo is attached.

• Initial Complaint

  Date:10/17/2023

  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.

  I employed ERX to do restoration services for our rental at ***************** in January. This job was covered 100% by insurance with no out of pocket expenses. They agreed to the cost estimate provided by ************** that had a total of $32,376.01 and the Project manager was given a redlined estimate since I was using other contractors to do some of the work. Their total work was $28,702.17. Work took almost 6 months to complete, the workmanship was sub par for a professional organization and several items were stolen from my property. Examples of quality can be provided. The ** was notified of all and 3 separate punch lists were supposedly worked. After the 3rd list with no change we told the ** to leave the residence and we would finish and back charge for all things not completed. We also noted of several items that were in their scope of work but they did not complete but were still charging me for. For example the estimate called for the replacement of 9 doors but they only changed 6 but were still charging for 9. I asked the ** and he told me to send a list of things I felt he didn't do and he would review. They keep no progress reports and cannot provide an itemized list of the work they are charging for. I asked several times to speak to the ** in trying to resolve and their account manager said he was too busy and she was handling the issue. The total of additional items not done and back charges was $4,858.50 leaving their total scope cost of $23,843.67. Their total charges were $26,473.30 which I reluctantly paid. This is an over payment of $2,629.63. At least $1500 of this overage is a double charge of labor, overhead, profit and taxes on flooring which was already covered. On disputing work done the AM said she didn't understand why I was disputing as insurance was covering and I had already sold the property so I shouldn't be concerned with their profit. They also threatened to lien the property and report me to collections for nonpayment.

  

  Business Response

  Date: 10/23/2023

  ****************** was paid out $32,376.01 by his insurance company for a vandalism loss, however he wanted to make changes to the home and we provided him with several line-item estimates working within his budget to complete a different scope of work from the insurance claim. The estimate he chose was not the same as the insurance claim settlement he received. We discovered that the original flooring in the home was damaged by cat urine and we worked with his insurance company to obtain additional funds for him to replace that flooring. Of the estimates he requested from us, he chose to move forward with one which totaled $28,635.75. Working with his insurance company for the additional flooring damage that was discovered, his insurance company paid to him an additional $2556.19, bringing his total insurance payout to $34,932.29 and bringing our total estimate up to $31,191.94.   During the work, ****************** made frequent changes to our agreed upon scope of work. During the work, some vacuum cleaner parts and an extension cord came up missing. All were replaced, however he let us know that the missing cord was a specific type and our replacement did not match it so we got another one with the exact specs, during the review of the final scope of work and costs with him, he ceased responding to us and sold the home, and we were unable to get the cord to him. The cord is at our office still if he wants it still. In the end, it was determined that some items in the contracted scope of work were not completed and we credited ****************** with $778.26. ****************** refused to discuss anything further with regard to the balance left until we filed a lien. He then became open to working with us to settle the balance, to which, all parties agreed to an additional discount of $3940.38.This resulted in a total discount of $4718.64 from our original estimate and the supplemental work which was contractually agreed upon. Much confusion was created and delayed the project significantly.

  Customer Answer

  Date: 10/23/2023

  I am rejecting this response because: ****************** claim was $25,951.01. ERX told in the beginning not doing everything on the estimate. ERX PM ***** was given copy of redlined scope when he came to my RESIDENCE in ******** Limited scope was floors, doors,drywall and paint, with the addition of me paying for a sand and refinish of the hardwood floors out of pocket. There were no other additions to the scope of work. In March, ERX determined that due to the cat urine the floor needed replaced. Insurance paid an additional $6,425 for the floors bringing the total to $32,376.01. I have the check stub. No changes made to the documented scope of work. ***** did have his crew do side work which I paid him $1,650 cash for porch work and bathroom work. Work was done outside of the estimate and ***** again came to my residence at ******************** to pick up the cash. I have text messages. Why if they have the cord it couldnt be delivered to my residence?After 3 failed attempts at fixing punch list items we removed ERX from our rental and signed the completion on June 26th. They also told my insurance company on 7/28 that they were still waiting on me to sign the completion form.I sent several emails asking for detailed charges. I responded to an email on 7/8 and did not get a response until 8/10. The house closed on 8/9. On 9/19 I received an email that they were filing a lien, I immediately called I was told that the invoice was mailed to the rental and I hadnt paid. I had no missed calls and no refusals to discuss balance, in fact in the last email to them I even offered to come into the office to discuss in person. After several emails with their AM who refused to work any more with me on the incorrect billing, I reluctantly paid. Their total scope of work should have totaled $23,843.67 and I was charged $26,473.30. I am owed a balance of $2,629.63 and copies of these supposed supplemental work estimates as I signed no additional work estimates.
  

  

  Business Response

  Date: 10/30/2023

  6/29/23-the estimator, **** & ****************** had an email conversation regarding Mr. ******** confusion over estimates. It was explained to ****************** again that we took the original line items of the **** estimate as the basis of our estimate. From that, we backed out the line items he didn't want us to complete & made the additions that he wanted coming to, $28635.75 (the original contract). Following the approval of the supplement for the flooring ruined by the cat urine, a second set of revised estimates from **** were used to update and provide a new revised ERX estimate of $31191.94. It was this revised ERX estimate that was used to complete the repairs. Originally the floors were to be sanded,stained& refinished as an additional out of pocket cost to be paid by ******************. due to the severity of damage caused by the urine, the flooring could not be sanded and refinished (per the initial scope of work) and replacement was necessary. Through our efforts, we were able to obtain for ****************** sufficient funds for the repair of the floor from his insurance company.Mr. ******** argument that the **** approved supplement didnt change the scope of work is in error. The contract ****************** signed, clearly states that supplements approved in the course of work are immediately due and become an amendment to the contract. The additional costs were approved by **** and the scope of the work changed as replacement became necessary over sanding and refinishing.  In the same email conversation, ***** explained to ****************** on July 12th that he would remove the items and credit him for what we did not do out of the scope (see email from 8/9 detailing those line items)&also let him know that we had his correct extension cord & ***** would bring it to him as soon as we settled the amount owed. ****************** chose to cease conversations with us as previously noted. We still have the cord & we can bring it to him if that is his preference... (see attached for full response)

  Customer Answer

  Date: 11/02/2023

   
  I am rejecting this response because: In the 6/29 email I had no confusion on the estimate. By their own admittance they were using the Erie estimate in addition to the line items removed and flooring added in the ERX estimate. The ERX estimate only lists these items which would imply that ***** would need the **** estimate onsite to complete repairs. ***** never had a copy of the **** estimate onsite to include when we did the 1st walk through and was only working to the original ERX estimate which listed ALL repair items. Again proof of this was explained in that email was the lack of doors replaced and the base molding not being replaced. You will also notice in the same email, I call out again that only 6 of 9 doors were replaced but on ****** email on 7/12 there is no mention of door credits. Numerous attempts asking for items to be removed that they didnt do were never done, and yes I want the cord delivered to my house ASAP
  
  My response that the scope of work didnt change was in response to ERXs 10/23 BBB response that I made frequent changes to the agreed upon scope of work. Again I ask for copies of all these scope changes. Had ERX kept progress sheets a lot of these issues would be non-existent.
  
  Concerning quality of work,***** was sent an email of all the issues that still existed after the first punch list was supposedly worked on 5/30. Forwarded to BBB. A 2nd punch was supposedly completed, and on 6/6 a second email was sent to ***** again identifying all the items that still needed attention. At the end of this email ***** was informed that he had until 6/9 to fix the items or we would fix them ourselves and backcharge ERX. In the same text thread of me telling ***** the door looked 100% better I also asked him if he paid his painter by the hour or by the job for the back charges. See full attached response and all forwarded emails.
  
  

  

  Business Response

  Date: 11/07/2023

  The detailed estimates and scope of work outlined the work to be completed on the job. The project manager had full and complete access to these and had no question of the work that was agreed to under the contract. ****************** make it a point to state that we admit that we used the **** estimate. There has been no question of that from the beginning as this was disclosed fully in our estimate which was provided to ****************** prior to his signing of the contract.
  
  ******************, however, continued to question the estimates and scope throughout the project and the estimator repeated to him again in the emails mentioned that we did in fact base our cost on the **** estimate as part of our estimate. We have made no statements or denials to this fact, yet ****************** continues to bring it up as he does with each of the other items addressed previously.

  In the end, ****************** found the work to be acceptable as evidenced in the text and did not bring up any additional punch items and in fact listed and sold the home rather quickly then went silent until we filed a lien against the property. As has been previously established, we did credit ****************** for line items from the scope of work that were not completed, and further we gave him a generous discount to settle the account. This matter was settled and ****************** paid the final balance which we agreed to in good faith...

  Please see the attached "LorelloResponse_11723" for the full response. Thank you.