Complaints

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• Initial Complaint

  Date:06/25/2024

  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.

  On May 9, 2024 executive restoration. LLC was called upon to make an evaluation of damage in the entryway of my home. There was evidence of dry rot to the subflooring and floor joint showed damage. Earth was visible from the hole in the floor. That day the underneath portion of the house was to have been vacuumed and wiped down with some type of product for mold and insects. A **** filter and fan were provided to help dry up the area. I paid $925 that day, in addition, a full report of the findings of damage, rot, and any type of mold or mildew would be provided, none of which has been received. On May 18th, ***** was to return to do the actual repair, including repair to subfloor, sheet rock, baseboard and roof line (that *** have been the cause of the problem). A poorly cut piece of plywood was placed over the hole with some caulking. There was still exposed dry rot, moldy sheet rock, there was nothing to attach a new baseboard to. It is also not determined whether anything was done to the floor joist. A plastic flexible tube was attached to the downspout and gutter. Once the **** filter and fan was removed a foul smell and gnats were coming in from the still exposed area. As no sheet rock or baseboard were installed. In addition, the floor was so uneven due to the way the mis-cut board was installed and the still remaining rotted subfloor that new flooring could NOT be installed I paid $1024 against my better judgment. From the very beginning, ***** stressed that the job would be handled properly and that I had nothing to worry about. As it was evident that I would need to hire someone that could do the job properly I asked for part of my money back. ***** said that he would have someone else come out and do the job and return a small portion of what l asked for. I was reluctant that he could do the job properly on a second attempt as he had left that day, knowing that he had done a substandard job. I dont want anyone else to be a victim of shotty work

  Business Response

  Date: 07/03/2024

  First, let me apologize for any misunderstanding.

  A little bit of history of the client.  We have done work for her in the past with a mold inspection, sampling and testing and repair work and she was satisfied with our previous work about 2 years ago. 

  On the May 2024 job , she did not pay for any Mold sampling and 

  testing but a fee was charged for a service call to her home. This was for a service call. 

  On the day of the repair work, I did have a new man working for me, since my regular assistant was not available on that day. I was willing to come back to redo the sub floor and even put in a bigger piece of subfloor at no charge to client but ***** said she wanted the money instead.  We agreed on me writing a check to ***** and I did. She is not getting a check from me and me doing  the repairs.I was even willing to have my assistant who was at her home 2 years ago doing work, who she had met and was familiar with, ,  redo the subfloor area with a bigger piece of subfloor..  She chose the money and I wrote her a check. My exact words to ***** via texting was that I will agree to write you a check for five hundred dollars and she can have the work handled on your own.  She was going to get a check from me for $500.00 and she accepted and got the check.

  I thought this matter was cleared up.  I want to apologize for any misunderstanding. She would not allow us to come back to make the repairs but instead, she wanted the money.  She is not getting us to come back and get the money. I did agree to come back and she originally said that we could but then she changed her mind and wanted money. She agreed to have work handled on her own..  On the check written to her, it stated her address and that this was a full and final payment, via the check that was written to her.. Please note that I took it on myself to write her a check and she could have repair work handled on her own. This was agreed upon on June 1, 2024 via texting 

   

  Things that were performed. 

  HEPA vacuuming of foyer area inside house.

  sprayed a botanical disinfectant to sub floor, at front door area of home.

  Replaced a small area of subflooring, inside home, in foyer area.

  Fogged/ spraying of entire crawl space

  Set up an air scrubber inside house.

  Set up a fan. 

  Set up 3 fans in crawl space with extension cords and lights.

  Mopped up floor plastic of crawl space.  There was pooling water.

  Purchased 2 down spout extensions and installed to front of home.

  Removed insulation under area of foyer area and disposed. 

  Sprayed an antimicrobial application to area in crawl space that was below foyer.  Fans then were set in place to dry out.

  Purchased new insulation and installed under foyer area in ***** space that consisted of 2 runs of insulation. 

   

  Customer paid $925.00 May 3, 2024

  Customer paid $1,024.00 of May 18, 2024

  Executive Restoration LLC wrote check of $500.00 June 2, 2024 to *****************************, with a full and final payment on check. 

   

  Total paid from ***************************** $1,949.00

  Total paid to ***************************** was $500.00

  After the check written to ***** for $500.00, job came to $1,449.00

   

  On June 2, 2024 Executive Restoration LLC wrote customer a check of $500.00 and customer can have the repair handled on her own. She deposited check into her account. On check, it is written that this would be a full and final payment to her.

  Again, thank you so much for the opportunity to serve and my apologies for any misunderstanding.  

  Sincerely,

  Executive Restoration LLC

  *****

   

  Customer Answer

  Date: 07/15/2024

   
  I am rejecting this response because:
  
  I had a difficult time trying to find out how to respond back to your website, so Im sending the email directly to you. He did a job for my husband in the past not myself. He did a mold analysis, which he was hired for. He never did any of the work/repair himself. That consisted of putting up new sheet rock my husband did the actual repair of the damaged pipe.
  
  I see that ***** replied back to you with the work order after I requested it via two text messages and one voicemail. His charge of $199 was to have covered what he was going to do and what he had discovered after he made an assessment. He verbally told me that there was no mold or anything harmful so any additional reports were not necessary in this case.
  
  After having been under the house, he saw the extent of the damage, and at that point, he should've said that that was way beyond his ability to repair the extensive damage. Yet he continued to reassure me that he would be able to take care of it and that everything would be all right.
   He emphasized his goal was to provide excellent customer service. None of which he did. Instead he  returned to do a sub standard job, knowing full well that he was not at all qualified to complete the repair. He knew he should never have taken that second check. While he  offered me a partial reimbursement that too was poor customer service based on the above facts. Also why would I want him or anyone employed by him to come back after they did a substandard job the first time? I requested the return of the money based on the fact that he did not do the job he claims. Also upon looking underneath the house after he completed the job, the rubber matting he cleaned looked like a muddy mess.
  The 2 x 4 that he placed was not nailed into anything and the replacement insulation are only sitting there. There was no wall left to attach that to, as it was deteriorated, all of which he could see when he was under the house.
  Interior view of the 2 x 4