Complaints

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• Initial Complaint

  Date:09/08/2022

  Type:Product 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.

  Feb, 2022 basement flooded due to faulty valve on boiler heater. Insurance company recommended Paul Davis (PD) for remediation. Happy with their remediation service so elected them to complete the restoration work. Provided with a detailed estimate showing line item by line item the work that they would perform and the cost. Unfortunately, there were several delays in getting them to install the flooring after they completed the work on the walls. I needed to purchase the flooring myself and had to obtain another company to complete the installation of the floor. I completed a spreadsheet (attached) showing the work that was actually done vs the work that was not completed so that I could reconcile what was owed back to me from the 12, 356.06 that I had paid to PD. The amount of refund that PD calculated doesn't match the number that I had on my spreadsheet. They stated that they completed 7005.80 of work and my calculation ( even "paying" for some items such as a dumpster that they never had at the property) was 5848.22. When I sent the spreadsheet to the adjuster, he responded in an email (attached) that the difference was due to the computer program that was used to generate the initial estimate for me was different then the computer program is used when completing the work order. He stated that I signed the one that he used for the work order. I questioned how I would know that the numbers were different since the format was not the same as the original one I received. Before I signed the work order, I checked to make sure that the final number in the original estimate number matched the final number I was signing for and it did. Both documents had the original total amount of work to be completed was 18,721,31. I am requesting a refund of 6507.84 and PD is stating they owe me 5350.26. (difference of 1157.58) The PD adjuster has been professional while working with me to try to close out this project. I have add additional emails if needed.

  Customer Answer

  Date: 09/14/2022

  PLease find attached the spreadsheet outlining the details of the work that was/was not completed.  Thank you

  Customer Answer

  Date: 09/14/2022

  Resending spreadsheet attachment showing work completed vs work not completed  Thankyou

  Business Response

  Date: 10/20/2022

  To whom it may concern, 

  We have a signed contract with the customer above.  Our contract was written in a different software system which effects the pricing of the tasks that needed to take place.  Our contract was signed by the homeowner, and we have credited the items that we did not perform.  This was based off of the contract that they signed with us.  Their insurance company used a different software, and she is stating that she is owed more money back.  Since our contract was signed with the estimating platform, we used the items that are being returned to her take on a different value.  I have attached the contract that she signed, the work completed estimate after we removed tasks they did not want us to perform, and the work authorization. Let me know if you would like more clarification on what is being disputed. 

  Sincerely, 

  **********************;

  GM 

  Paul Davis of Greater Philadelphia

  Customer Answer

  Date: 10/23/2022

  [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 because: I signed the contract that they sent me because the final numbers matched exactly what was submitted to the insurance company.  Not sure how that was possible if they used a different software program and were able to get to the exact same final number.  The way the estimate was submitted was submitted in a way for the contractors not a homeowner.  I trusted the company because their estimate was no way written in a manner in which a homeowner could see line item by line item.  Since the contract that I signed matched the exact same total number I signed the contract.  No where did it state that the line by line item estimate which can easily be read by me as a homeowner used a different software then the one they sent for my signature.  Again, not sure how the estimate matched on the document that showed line item by line item and the one that I signed without "something"changing after the company was not able to complete the entire project 

  When I first received the estimate I spoke with the estimator, *********************************, because they had estimated that carpet and padding were going to be installed.  There was never ever carpet in the basement so I was not sure where they got the idea that they needed to replace the flooring with carpet.  He told me to sign that estimate and he would work with the insurance company to get it changed to installing flooring.  At that time, it was never mentioned that there was a different software used by Paul Davis.  And why would I question it when, again, the numbers matched on both pieces of the paperwork that I received.  
  
  Regards,
  
  ***********************************