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:04/07/2024

  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.

  We had a house fire. Moyers was first in the scene so I went with them. Work and items damaged by Moyers remain incomplete. Moyers demanded payment for a job incomplete. I paid my out of pocket right away. But could not make my insurance or mortgage company release funds faster. U have threading emails from them and the work remains incomplete. My front door is still warped and my fence remains mangled.

  Business Response

  Date: 04/08/2024

  Below you will find an email sent to the customer back in November 2023...

  ******,
  The total collected for the repair portion of your claim fell a little more than $1000.00 short.  This is not a new invoice, simply a balance on your existing invoice.  Our assumption is that it represents your deductible amount that was never paid.  I know this has been a long process but this balance is your responsibility.  You may need to reach out to ******************* but according to his last emails he was paying you out in full.
  As a reminder, we have acted honestly and in good faith,compensated you for the missing item through a credit of $400.00.  Moyers completed the work and if you recall waited nearly 9 months for the majority of the final payment to arrive.  Financing restoration projects costs Moyers money and we made the decision in the end to not bill you for the finance charges by contract, we were due.
  The $1000.00 balance will remain open until it is paid in full.  If we do not receive payment by the end of the 2023 calendar year we will pursue collection of the debt.  It is not our responsibility to absorb the funds that you owe.
  Additionally, if you choose to communicate back with anyone at Moyers if will be received and responded to exclusively through email.  There is no reason why someone from my company should be subject to verbal abuse from any of our customers.

  The customer has contacted us since this email with two issues...(1) She wanted the paint for a ceiling she was to paint herself.  We got back to her to let her know we left the paint on site and also gave her the paint color and (2) She complained that her garbage disposal was not working.  We let her know we would send out the plumber who installed it but if it had something to do with her use then the plumber would have to charge her.  She was able to reset the garbage disposal and it is working properly.

  This is the first time I am hearing there is an issue with the front door and fence.  The front door was not to be replaced, per the estimate, so that is something that she would need to go back to her adjuster to discuss.  The fence was in the estimate for a total of $172.24 in repairs.  I would have to go dig through the whole file to ensure the fence was not included in credits given to the customer.  However, even if it was not, the customer has still not paid her deductible amount of $1000.00.  Therefore she would still hold funds to have the fence repaired.

  I believe we have been more than responsive and cooperative with this customer, believe we have completed repairs per the contract, and don't believe any ongoing complaints have validity.

  *********************, President

  ******* Services Group, Inc.

  Customer Answer

  Date: 04/11/2024

  [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: 21371290
  
  I am rejecting this response because:
  

  I am confused as to why this is the first time hearing about the door and fence.  KR and **** came and did the inventory your company failed to count on the Loss inventory, and they looked at the door and fence.  KR took notes.

  I had emailed often right after moving in (3 days) that the area on the ceiling was reappearing.  Actually the entire paint job was sloppy and is very rough, the first floor will have to be repainted. 

  Regarding the front door, I have locked the door at night before bed, come down in the morning and it had popped open.  I have come home from from the store and my front door is wide open, even though it is locked.  It pops open.  I told KR that many times. 

  I have asked for the Loss list to be sent to me on Many Occasions!  The one that was sent to me came over with multiple formatting issues and entire words replaced with special characters.  This makes the list useless and has delayed the entire reimbursement.  

  The $1000.00 is the only thing I have left to try and make ******* complete the work. 

  I was told the house would be put the house back together.  Shelving that was removed was never put back up, flooring was dirty, I was told the interior of the windows would be washed, window treatments that were taken down were nowhere to be found.  What was found had no hardware with it (shelving and window treatments).

  the $400. was from an employee stealing from my home and the $400. was just the money stolen, the mahogany antique box was never returned.   

  To say this was the worst experience in my life is an understatement, ******* made the process even more painful, not doing the promised work (and they billed), vent cleaning.  I paid for that myself with a reputable company.  The entire project was unorganized and miss commination between the team resulting in work unfinished or done sloppy, not relaying messages to *****, not telling me important information.  

  We were displaced from our home to allow ******* do their work.  We were living in a hotel with 4 dogs, after two weeks we went back to the house and they had been there at all!  We could have stayed in our home those 2 + weeks while no work was done.  

  I will look for more emails and Texts to add as attachments.

   

  
  Regards,
  
  ****** Every
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/29/2024

  I have simply copied what I had responded earlier with...not sure what more to say than this?

  Below you will find an email sent to the customer back in November 2023...
  ******,
  The total collected for the repair portion of your claim fell a little more than $1000.00 short.  This is not a new invoice, simply a balance on your existing invoice.  Our assumption is that it represents your deductible amount that was never paid.  I know this has been a long process but this balance is your responsibility.  You may need to reach out to ******************* but according to his last emails he was paying you out in full.
  As a reminder, we have acted honestly and in good faith, compensated you for the missing item through a credit of $400.00.  Moyers completed the work and if you recall waited nearly 9 months for the majority of the final payment to arrive.  Financing restoration projects costs Moyers money and we made the decision in the end to not bill you for the finance charges by contract, we were due.
  The $1000.00 balance will remain open until it is paid in full.  If we do not receive payment by the end of the 2023 calendar year we will pursue collection of the debt.  It is not our responsibility to absorb the funds that you owe.
  Additionally, if you choose to communicate back with anyone at Moyers if will be received and responded to exclusively through email.  There is no reason why someone from my company should be subject to verbal abuse from any of our customers.
  

  The customer has contacted us since this email with two issues...(1) She wanted the paint for a ceiling she was to paint herself.  We got back to her to let her know we left the paint on site and also gave her the paint color and (2) She complained that her garbage disposal was not working.  We let her know we would send out the plumber who installed it but if it had something to do with her use then the plumber would have to charge her.  She was able to reset the garbage disposal and it is working properly.
  

  This is the first time I am hearing there is an issue with the front door and fence.  The front door was not to be replaced, per the estimate, so that is something that she would need to go back to her adjuster to discuss.  The fence was in the estimate for a total of $172.24 in repairs.  I would have to go dig through the whole file to ensure the fence was not included in credits given to the customer.  However, even if it was not, the customer has still not paid her deductible amount of $1000.00.  Therefore she would still hold funds to have the fence repaired.
  I believe we have been more than responsive and cooperative with this customer, believe we have completed repairs per the contract, and don't believe any ongoing complaints have validity.

  Customer Answer

  Date: 04/29/2024

  [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: 21371290
  
  I am rejecting this response because:
  
  The company has not worked in a good and consistent manor.  There are more pictures that I can provide evidence but it will only allow me to add a few.  
  KR did not respond to all items on the punch list.  
  I paid my portion as soon as possible, sadly I did not have large amounts of money on hand for out of pocket expenses.  I was diligently working with my insurance company, I could only work as fast to pay Moyers, I had no control over there timelines.
  Regards,
  
  ****** Every
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/13/2024

  Again, I copied below what I had responded with regarding the first two complaints.  Additionally, I see images of what appears to be painting touch *** and texts regarding the duct work cleaning were included. We have not been in the house for a year and cannot validate where marks on walls came from in the amount of time passed.  If indeed the duct work cleaning was never done and was not a part of the credits extended, it's worth in the estimate was $675.81.  As stated below the account was paid $1000 short.  Thus there would still be funds remaining for the customer to get the ducts cleaned and also repair the fence.

  I have simply copied what I had responded earlier with...not sure what more to say than this?
  Below you will find an email sent to the customer back in November 2023...
  ******,
  The total collected for the repair portion of your claim fell a little more than $1000.00 short.  This is not a new invoice, simply a balance on your existing invoice.  Our assumption is that it represents your deductible amount that was never paid.  I know this has been a long process but this balance is your responsibility.  You may need to reach out to ******************* but according to his last emails he was paying you out in full.
  As a reminder, we have acted honestly and in good faith, compensated you for the missing item through a credit of $400.00.  Moyers completed the work and if you recall waited nearly 9 months for the majority of the final payment to arrive.  Financing restoration projects costs Moyers money and we made the decision in the end to not bill you for the finance charges by contract, we were due.
  The $1000.00 balance will remain open until it is paid in full.  If we do not receive payment by the end of the 2023 calendar year we will pursue collection of the debt.  It is not our responsibility to absorb the funds that you owe.
  Additionally, if you choose to communicate back with anyone at Moyers if will be received and responded to exclusively through email.  There is no reason why someone from my company should be subject to verbal abuse from any of our customers.
  
  The customer has contacted us since this email with two issues...(1) She wanted the paint for a ceiling she was to paint herself.  We got back to her to let her know we left the paint on site and also gave her the paint color and (2) She complained that her garbage disposal was not working.  We let her know we would send out the plumber who installed it but if it had something to do with her use then the plumber would have to charge her.  She was able to reset the garbage disposal and it is working properly.
  
  This is the first time I am hearing there is an issue with the front door and fence.  The front door was not to be replaced, per the estimate, so that is something that she would need to go back to her adjuster to discuss.  The fence was in the estimate for a total of $172.24 in repairs.  I would have to go dig through the whole file to ensure the fence was not included in credits given to the customer.  However, even if it was not, the customer has still not paid her deductible amount of $1000.00.  Therefore she would still hold funds to have the fence repaired.
  I believe we have been more than responsive and cooperative with this customer, believe we have completed repairs per the contract, and don't believe any ongoing complaints have validity.

  Customer Answer

  Date: 06/13/2024

  They have not completed work and have left me with unfinished or poorly done work.  I have contacted them many times and they have not responded or if they did respond it was in a harassing manor.  

  ***** has only been cutting and pasting the same email over and over, which is about the same response I was getting from him.  

  Business Response

  Date: 06/14/2024

  It is understood that the customer is going to not be satisfied with our resolution answer.  I have stated our answer and stand by the following as previously stated...

  Again, I copied below what I had responded with regarding the first two complaints.  Additionally, I see images of what appears to be painting touch *** and texts regarding the duct work cleaning were included. We have not been in the house for a year and cannot validate where marks on walls came from in the amount of time passed.  If indeed the duct work cleaning was never done and was not a part of the credits extended, it's worth in the estimate was $675.81.  As stated below the account was paid $1000 short.  Thus there would still be funds remaining for the customer to get the ducts cleaned and also repair the fence.
  I have simply copied what I had responded earlier with...not sure what more to say than this?
  Below you will find an email sent to the customer back in November 2023...
  ******,
  The total collected for the repair portion of your claim fell a little more than $1000.00 short.  This is not a new invoice, simply a balance on your existing invoice.  Our assumption is that it represents your deductible amount that was never paid.  I know this has been a long process but this balance is your responsibility.  You may need to reach out to ******************* but according to his last emails he was paying you out in full.
  As a reminder, we have acted honestly and in good faith, compensated you for the missing item through a credit of $400.00.  Moyers completed the work and if you recall waited nearly 9 months for the majority of the final payment to arrive.  Financing restoration projects costs Moyers money and we made the decision in the end to not bill you for the finance charges by contract, we were due.
  The $1000.00 balance will remain open until it is paid in full.  If we do not receive payment by the end of the 2023 calendar year we will pursue collection of the debt.  It is not our responsibility to absorb the funds that you owe.
  Additionally, if you choose to communicate back with anyone at Moyers if will be received and responded to exclusively through email.  There is no reason why someone from my company should be subject to verbal abuse from any of our customers.
  
  The customer has contacted us since this email with two issues...(1) She wanted the paint for a ceiling she was to paint herself.  We got back to her to let her know we left the paint on site and also gave her the paint color and (2) She complained that her garbage disposal was not working.  We let her know we would send out the plumber who installed it but if it had something to do with her use then the plumber would have to charge her.  She was able to reset the garbage disposal and it is working properly.
  
  This is the first time I am hearing there is an issue with the front door and fence.  The front door was not to be replaced, per the estimate, so that is something that she would need to go back to her adjuster to discuss.  The fence was in the estimate for a total of $172.24 in repairs.  I would have to go dig through the whole file to ensure the fence was not included in credits given to the customer.  However, even if it was not, the customer has still not paid her deductible amount of $1000.00.  Therefore she would still hold funds to have the fence repaired.
  I believe we have been more than responsive and cooperative with this customer, believe we have completed repairs per the contract, and don't believe any ongoing complaints have validity.

  Customer Answer

  Date: 06/25/2024

  [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: 21371290
  
  I am rejecting this response because:
  Shoddy work.  Company did not respond to my paint concerns via multiple emails. I finally requested paint to do the ceiling at a minimum. 
  Furniture is wrapped in blankets and mirrors not attached to chest of drawers. 
  Mounted shelving and cabinets were left on the floor.  
  Company has been hostile to me because my insurance company and bank would not release funds until Moyers completed their outstanding actions.  
  They refused to follow up and complete work. 
  In order to resolve this refund the painting costs as the entire downstairs paint job is not completed and/or done so poorly that it requires a repaint.  Refund or supply the paint and materials to hire a professional company to complete the work.  Refund moving, repopulation and assembly fees so a professional company can complete the jobs left undone. 
  
  Regards,
  
  ****** Every
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/31/2024

  I have copied and pasted the latest rejection and am responding beyond the comments inside ( )

  I am rejecting this response because:

  Shoddy work.  Company did not respond to my paint concerns via multiple emails. I finally requested paint to do the ceiling at a minimum.   

  (Statement is simply not truth and I have answered in multiple responses that the customer paid us short our invoice amount.  If there is an item like painting her ceiling or other items she has brought up in previous emails, she retained the funds to do so herself or hire someone to do for her.)  

  Furniture is wrapped in blankets and mirrors not attached to chest of drawers. 
  Mounted shelving and cabinets were left on the floor.  

  (First time in all the previous correspondence that this has been brought up.  If this was an issue when content was returned to the home it makes no sense that the customer would not have requested the packing blankets to be removed and/or items hung when our Contents Team was onsite.)

  
  Company has been hostile to me because my insurance company and bank would not release funds until Moyers completed their outstanding actions.

  (Again, not truth.  This customer has been hostile to my employees after much patience on our part.  I actually wrote in a November 11, 2023, email to her.."Additionally, if you choose to communicate back with anyone at Moyers if will be received and responded to exclusively through email.  There is no reason why someone from my company should be subject to verbal abuse from any of our customers."   

  They refused to follow up and complete work. 

  (Not truth...customer was very unresponsive and difficult to schedule with.)

  
  In order to resolve this refund the painting costs as the entire downstairs paint job is not completed and/or done so poorly that it requires a repaint.  Refund or supply the paint and materials to hire a professional company to complete the work.  Refund moving, repopulation and assembly fees so a professional company can complete the jobs left undone. 

  (Customer continues to badger ******* through BBB and the requests for refunds are egregious.  I have taken time, at each claim, to write a response to justify our position.  However, I believe this should be the last response I should be required to provide given I have basically said the same things each time.  ******* does not owe this customer a refund and I believe it unfair that we have to continue to respond.)

  Customer Answer

  Date: 08/12/2024

  I answered the complaint.  I even tried to reuse the event number to see if it was done.  I could not reuse the number so I was sure my response was received.  
  I mentioned to resolve the issue they would have to refund painting costs and supplies. I will get a professional company do the job.  
  Moyers keeps mentioning payment.  They have been paid in full expect for the $1,000 deductible.  I did not pay this as that is the only type of control in this situation.  They have badgered me, caused me mental harm.  During the fire and  restoration I had just had a hip replacement.  I was returned from active duty for a terrible fall.  I also had to have a shoulder replacement and my teeth were broken, so I had to have all my top teeth removed for an entire upper implant.  My 32 year old nephew died suddenly from a brain aneurysm, he was found sitting at the kitchen table.  Less than 30 days later my Mother died horribly from COVID.  I had a complete breakdown and was admitted for 4 months partial inpatient for my mental health.  Moyers staff knew all this, I was diligently trying to get the information to my insurance for their payment.  I called the insurance company they always said Moyers owed them paperwork.  I did my due diligence and had consistent contact with my insurance.  Moyers badgered me and made me feel guilty for something I had no control over.  Moyers should wave the deposit for their part in my mental and physical collapse