Complaints

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• Initial Complaint

  Date:11/05/2024

  Type:Sales and Advertising 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 am filling this complaint on behalf of my father ******** **** who is a senior citizen. His insurance company *********** chose Paul Davis Restoration to repair damages on a small kitchen fire that happened September 2023. The company made an estimate and charged $4,519.15 to clean the area above the stove area, install a stove top, and hood above the stove top. This small job took about 5 months or more to complete due to their technician ******* ordering the incorrect parts and being completely unprofessional and negligent to repair and complete the job as quickly as possible. The insurance company paid PDR $3,519.15 check number ******* which meant my father had an out-of-pocket cost of $1,000. Payment arrangements were set up in which my father wrote 4 checks of $250 that were cashed by this company that I will attach to this complaint for review. The technician ignored phone calls made by my father throughout this process of service which lasted way too long for such a small job. My father was only trying to check the status of parts and service due to months going by with no results. ******* would only respond when he was called to pick up a payment. ******* would however answer phone calls made by me an unknown caller. After the service was finally completed which was around March 2024. ******* told my dad that everything was done, and he would not have to hear from Paul Davis Restoration Company again. This company however now is harassing my father for $601. They have made attempts to contact the insurance company and get $601 but when they were unsuccessful, they then started making phone calls to my father. They are stating he has never made any payments. ******* didn't write my father any receipts. In which I believe was to conduct fraudulent business. They have sent this erroneous debt to collection in an attempt to get more money out of an elderly man. This company has no modified signed agreement between them, my father, or the insurance company.

  Business Response

  Date: 11/20/2024

  Good morning.  I am responding to this complaint with the information that I currently have.  ******* is no longer an employee here, but I will look into this further if you feel it is warranted.  Ms. ****** depiction of the money trail is not 100% accurate from what I am seeing.

  We invoiced the Coles Three times.  The dates and invoice numbers are below:

  9/6/2023- Invoice 1494 for $2300.73 (50% deposit)

  10/23/23- Invoice 1615 for $1000 (deductible)

  2/21/24- Invoice 1889 for $1300.73 (remainder of balance)

  Progressive did not pay us.  Progressive paid the homeowner directly.  We received the following payments on the following dates:

  9/6/2023- HO Check 782- $2300.73 (50% deposit)

  10/23/23- HO Check 783- $250 (25% of deductible)

  10/23/23 HO Check 789- $250 (25% of deductible)

  12/12/2023- HO Check 799- $250 (25% of deductible)

  3/1/2023- HO Check 813- $250 (25% of deductible)

  2/29/24- HO Check 782 $699.27 (unsure how this total was calculated)

   

  In our line of work, jobs cannot start until the homeowner pays their deductible and we receive a deposit up front to secure materials and labor.  We understood Mr. ****** situation and worked with him on the deductible.  If we had not, no work would have started until his last payment of $250 was received in March of this year.  We also ask for Progress Payments to be made for us to fund the job.  Jobs under $10,000 are set up for a 50% deposit to start and 50% to finish.  That is why the homeowner sent us a check for $2300.73 on 9/6/23.  The final estimate number was $4,601.46.  This was the rebuild estimate plus $82.31 to clean the refrigerator at the home.  This is a line item in the approved estimate I have attached.

   

  I have a note that I am inserting below from the adjuster stating that the homeowner had been paid directly and we needed to collect from them.

  7/8/2024 3:46:50 PM I (******* *****) spoke with ****** (Gest) this afternoon. What he told me is that on 8/24/23 they released check#******* in the amount of $3601.46 to the Coles. I asked him if someone from Progressive would reach out to the Coles to inform them that they have the money that we are owed and that they need to pay us. The last time I spoke with Mr. ***** I tried to pass that information along to him, but he was not understanding what I meant. So the homeowner does have the money, and we need to send them a bill as well for the $601.46. Thanks!

  I am unsure where the confusion is coming from on the part of the ******.  By the number we have from Progressive, they were paid $3601.46 and only paid **** Davis $2300.73 and $699.27 for a total of $3000.  If you add that to the $1000 deductible. That leaves a balance of $601.46.

  As far as her claim of us "harassing" an elderly man, I find that to be 100% untrue.  We are simply a business trying to collect on a debt owed for work done.  We made multiple attempts to collect from the ****** and after enough attempts were left with no other option that to send the debt to collections. 

  While I do agree with Ms. **** that ********* communication should have been better, I do not feel this complaint is warranted and I would like it removed.

   

  I am also attaching the ****** Work authorization and their Certificate of Satisfaction both signed and dated.  We have done millions of dollars of work for Progressive over the years and are a trusted vendor for them.  I can assure you that we would not risk that relationship over $601.46.

   

  Please advise on next steps.

   

  Regards,

  ****** *****

  Customer Answer

  Date: 11/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ******* ****

  *******, ** 38135