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:04/24/2023

  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.

  Paid this company to restore part of my home to original condition after water damage. signed contact on 11/2022. Promised to complete work by Feb 2023. As of now nothing has been completed. They don't respond to my request for work, update, or text messages. Never shows up to my home for work since Mid-March to date. I have no Idea what to do.Maybe they can take everything they have left here, return my money and look for somebody else. I ************ of the option at this moment.

  Business Response

  Date: 04/26/2023

  **************(Owner) signed a contract with DC Restoration(Contractor) on 11/15/2022 for repair work in him home due to water damage. An estimate was written by Contractor for $18,992.82 and submitted to owners insurance company who approved the described work and paid Owner directly for the amount of the estimate. On 11/16/2022, Owner paid $8,000 directly to Contractor to get work started in his home. At no time was Owner given an expected completion date verbally or in writing. The scope of changed dramatically during the reconstruction which causes unavoidable and unpredictable delays.
  
  Work started on 11/21/2022 with drywall and electrical and proceeded until 12/6/2022 when Owner requested additional work to be included that was not approved by the insurance company on the original estimate. Spoke with the **************** adjuster on 12/7/2022 and received permission to do some of the extra work, adjuster rejected part of additional work. Adjuster spoke with Owner and Contractor several times and gave approval for the additional work on 12/13/22. Work resumed on 12/14/2022 with the additional work which included removing and storing the Owners belongings offsite.
  
  Work resumed on the painting of the house on 12/16/2022 and continued through 12/27/2022.
  Met with Owner on 12/26/2022 to discuss some concerns he had. Owner was upset that the workers onsite would not do what he was telling them to do. Explained to Owner that the work he is requesting done was not approved by his insurance company and he would have to pay for it to be done. He refused and requested we talk to his insurance adjuster again to get approval. Submitted all his requests to the adjuster on 12/27/2022 along with the Owners explanation of why he wanted these items included. On 12/28/2022, the adjuster approved all items the Owner except replacement of damaged floor tile. Damaged floor tile was rejected by the adjuster due to not being reasonably related to the water damage in the home.
  
  Work resumed on newly approved work on 1/2/2023 and completed on 1/3/2023, Owners belongings were all returned on 1/5-6/2023. Remaining work(kitchen) was scheduled to start on 1/16/2023 with the cabinetry and Contractor requested Owner go to Triton Stone to pick out slabs for a new countertop before that time. Cabinet repairs started on 1/16/2023 and were immediately put on hold due to plumbing problems in the Owners kitchen, water could not be turned off to replace cabinetry. Plumber was called out on 1/17/2023 to repair the damaged water valves, cabinets were installed on 1/18/23.
  
  Owner notified ** on 1/19/2023 that he had picked his countertops from Triton and placed them on hold under his name. Contacted ****** and was told they had no record of this. On 1/23/23 Owner notified us he found a different supplier for the countertop and had put the slabs on hold there. Contacted that company and picked up the records of the countertops he selected. Sent Owner a Product Selection form to sign off prior to purchasing the countertops on 1/30/23, made sure he understood  that we will not purchase the material until he verifies it is the correct material. Owner signed a returned Product Selection form on 1/31/2023, slabs were ordered the same day. Notified Owner that it would take 3-4 weeks to fabricate his new countertops.
  
  Owner complained on 1/30/2023 that the cabinets we installed were inferior quality and his previous cabinets had been solid wood. Showed Owner pics of the his pre-existing cabinets and remaining cabinets as proof the new cabinets were built exactly the same way of exactly the same material. Owner disagreed with the evidence provided him and demanding we replace his cabinets with solid wood, Contractor refused. Explained to Owner that insurance will only provide for like kind and quality, if Owner wants better quality, he will have to pay for the upgrade cost. Owner refused to pay extra, Contractor refused to upgrade them for free.
  
  Countertops took approximately 4 weeks to fabricate and installation was scheduled to install on 2/23/2023. During installation of countertops, Owner stopped the crew from installing because he claimed it was an inferior material and edge profile was not correct. When removing the countertops from his kitchen, the crew dropped and broke one of slabs. On 2/28/2023 Owner sent an email to Contractor claiming the following the material was soft-dusted granite and was therefor inferior to his previous countertop.  This is not a classification of granite slab Contractor, fabricator, or supplier were familiar with and Owner was unable to clarify. Contractor explained to Owner that granite if usually classified as Level 1, Level 2, etc. with the higher levels being higher grade of granite. His original countertop was classified as Level 1, the new slabs he selected are classified as Level 4. This classification has little to do with soft or hard, rather it is about price of the material which is based on availability and location of origin. Owner insisted the material was not what he chose. On 3/3/2023, Contractor went back to the supplier for their documentation on the slabs Owner picked out and was provided with photos of each individual slab he chose. The photos show the random, unique pattern of colors in each slab and verify that the slabs installed are exactly the same slabs he chose from a 3rd party. Contractor discussed the granite issue with Owner at length on 3/3/2023 and explained that he would be liable for the cost of different material as we have lots of documentation that he was given exactly what he chose.
  
  A Product Selection Form was sent to the Owner again on 3/3/2023 for the new countertop that had to be fabricated, new countertop was fabricated out of the same granite slab the Owner previously chose. Owner refused to sign the form and Contractor refused to move forward with the project until he did. On 3/10/2023, **************** adjuster called Contractor and agreed to sign the Product Selection and take responsibility for the replacement countertop if the Owner refused to accept it. Countertop was ordered and scheduled to install on 3/27/2023.
  
  3/27/2023, new countertop was installed.
  
  On 1/31/2023, we originally requested Owner make a tile selection for his backsplash, Owner requested we wait until counter was in so he could make sure it goes together. On 3/27/2023, we requested this information again as we were ready to proceed with the backsplash. On 4/3/2023, Owner gave us a tile selection that was 25x what his insurance company allowed for the replacement material. ***************** allowed $1.80/sf for a monotone ceramic tile, Owner selected a patterned marble for $49.99/sf. Let Owner know this tile was significantly more than allotted and sent request to adjuster to get approval on this new tile. Adjuster approved new tile amount on 4/4/2023 and a Product Selection form was sent to the Owner on 4/6/2023 to sign off on the tile prior to purchasing it. On 4/8, Owner replied that he had signed the Product Selection, we requested a copy of it as there was not one in the email. On 4/10/23 we requested the signed forma again with no response. On 4/18/2023 we requested it again and Owner sent back an unsigned form. Contractor requested the signed form again. On 4/20/2023, Owner sent back the signed Product Selection for the backsplash and we attempted to schedule the installation for 4/22/2023. Owner requested a different date, installation was scheduled for 4/28/2023.
  
  The remaining work at Owner home is dependent on the backsplash being completed. There is trim to install, electrical outlets to adjust after the backsplash is installed.
  
  We have documentation of every text, email and schedule for the work on this project and have caused no delays.  At this point, there is less than $1,000 worth of work remaining to complete the $28,000 contract. The only refund the Owner is entitled to as of now would be on the backsplash if he chooses not to allow ** to install it and we are able to return the material for a full refund.
  
  Thank You
  *****************
  Production Manager ***********