Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/08/2023

  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.

  Last year in the middle of May we hired this company to fix the smoke damages made by a house fire next door to my grandmother's house. We signed a contract with them and the owner told us that the house will be fixed great and everything will go back to the way my family would like the house to look like. At that time the owner also told us it will not take long to do the work, but that was far from the truth. They first told us that the work would be done in about a month, but it took much longer than that. After the work was done and we were able to move my grandmother back to her house we started noticing small damages and things that were not fixed right. We will tell them and they would come out to fix the issues, but what they kept doing was more horrible work the workers would also have a bit of an attitude toward my family when we would point out the mess they made. We also had to call them back to fix something more than once and they still didn't fix it correctly. They even lost two of my grandmother's personal items and are not telling us how they are going to replace those items they lost.

  Business Response

  Date: 05/26/2023

  Good morning ,

  We have been more than available to ************** .
  My company has returned to ************ house at least 7 times to redo work that they claim was not done correctly . While 1 or 2 of the issues she complained was our responsibility ,we rectified them immediately. Other issues that were complained about were our responsibility and we fixed them also . The 7th time we were there ************ was asked 10 times if there was any other issues and she confirmed that there was not and she was happy.

  Her last complaint was a month ago that the laminate floor was rising . The public adjuster went to check and he said if anything it might be a fraction of an inch raised . We specifically told ************ not to clean laminate floors with a water bucket and a mop and she should use the recommended laminate floor cleaner **** . Which she did not. If the floor is raising at all it is due to water that shouldn't be used on laminate.

  Can ************ list actual specific complaints please .
  

  In regards to a refund . We had a meeting scheduled the 1st week of march that ************ cancelled . At that time which she knew I was giving her a 1000 dollar reimbursement for a 6 foot ladder my workers mistakingly took as they thought it was ours . And for shelves in the basement that are still there that the insurance company didn't even pay to replace . I just wanted to put this matter to bed so I agreed to pay it. 
  

  So exactly what refund would ************ like and for what ? 
  

  I have attached 137 before and after photos for your inspection .
  

  Please advise on what we the attorney general would like to do moving forward .
  

  Sincerely ,
  **********************;