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:09/28/2023

  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.

  The business was contacted by my insurance carrier to repair and remodel my bathroom after a water leak. The contract stated to remove and repair entire room not only the flooring but also replace the sink, cabinet ,tub and toilet. I obtained and paid a plumber to repair the leak months prior to the project start date. The floor under the tub was Not replaced according to the work order but I was assured it was not damaged and did not need replacement. In July 2023 there was another water leak and when the plumber went to repair it he took pictures of the floor under the tub which is indeed rotten. The pipes were wrapped with wall (pink ) insulation and tied with plastic trash bags instead of pipe insulation. There was no insulation under flooring and the wet flooring that was taken down is still under the house causing mold. I contacted the company,spoke with the project manager and was asked to send in the pictures I did and was "ghosted" after that. Meaning that no one will return calls after I sent the pictures. My insurance company has asked me to try to rectify with the contractor before we file a civil suit which will be my next step if we can't get this work corrected which they did guarantee for 5 years in the signed contract.

  Business Response

  Date: 09/29/2023

  (we called and emailed customer)
  

   

  Good afternoon ******************, I was recently informed that you had
  potential concerns about work that we completed at your home. We
  certainly are open to discussing the matter with you and having one of
  our staff members visit you to inspect the property. Please reach out at
  your earliest convenience so that we can talk about next steps. I also
  left you a voice-mail message. .

• Initial Complaint

  Date:01/10/2023

  Type:Order 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.

  I filed an Insurance Claim for a water leak in Feb. 2022. I hired someone to clean it up, remove the damage, demo and dispose of the kitchen cabinets. My kitchen was all ready for sheetrock, the dirty work had already been completed. **** Davis submitted an estimate, they got approved for what they asked for and we signed an agreement in June 2022. I paid them my deductible plus almost $ 6.000.00 ($2,100 out of my pocket). My **************** holds the rest of the money. As of December 22, **** Davis had only completed about 15% of the work, which the owner inspected and agreed was not acceptable quality of work, was not finished yet (his defense) and that they would have it redone before the cabinets came. In the meantime, they would not order my cabinets because there was not enough money for the countertops, so I needed to sign a contract to pay them the difference of $ ***** before they would do so. I have texts and emails to confirm and many photos/videos. That was a few days before the Christmas break and felt like I was being extorted for money. After trying to work this out, I cancelled our agreement. Then my Project Manager apologized by email to admit that he did make a mistake with the math: 'the spreadsheet wasn't adding it up correctly, so I got out my calculator and found the error', despite my pointing in out to him and the owner already. Now they are with-holding my deposit and attempting to bill for work that *** admitted wasn't completed and that I will now have to pay someone else to fix. I reached out to the owner ***************** several times but got no satisfaction. This is an Insurance Claim, so it time sensitive and I'm technically only responsible for paying $ 500 out of pocket. I'm living in dust, paint on the floor and still without a kitchen. Attached are pictures of the work they are charging me full price for, they are claiming the job is finished.

  Business Response

  Date: 01/13/2023

  CASE#: 18714610

  RE: ************************* 

   

  To whom it may concern, 

  
  

  Thank you for providing us with the details of this complaint made against our company, Paul Davis Restoration of Central Virginia (PDR). We also appreciate you providing us the opportunity to respond. 

  
  

  We have worked hard to build our reputation in the marketplace and we work hard to please all our customers, and never want to receive complaints.   It's unfortunate that **************** is unhappy with our services, as we feel that we attempted to help and be an advocate for Ms. ************************ style="margin: 0px;">from the beginning and during the process.  Throughout our time on the project there is evidence we regularly communicated with ****************. We kept her in the loop related to conversations with her insurance company. We offered her options when products she selected were outside of her budget. We attempted to address all of her concerns, even having our owner meet with her to try and make sure she knew her job was a priority and that we wanted to help her complete it in a timely and satisfactory manner.  

  
  

  From Ms. ******* letter it appears that she has three main concerns: 1) The timeliness of the project.  2) The quality of the work. 3) The amount of her refund once she decided she did not want us to complete the repairs. 

  
  

  Timeliness of the project: 

  In Ms. ******* complaint she states that she had a water leak and associated insurance claim from a date of loss of February 2022.  We cannot confirm the date of loss but we were not contacted about the possibility of helping her with repairs until May 13, 2022, approximately 3 months after the damage occurred.  Prior to her contacting us about the project, it is our understanding that another company did the initial mitigation and demolition.  It is also our understanding that she had initially contacted another contractor about repairing her home before reaching out to us. 

  
  

  From the date we received notice of the project, to the date she signed the work authorization allowing us to do the repairs almost 2 months elapsed (5/13-22 7/8/22).  It was over 45 days (7/8/22 - 8/31/22) later before **************** issued us an initial payment to start the job. Please note that our Work Authorization states that a 50% downpayment is required to start work.  From 8/31/22 - the first week in November we worked with **************** and her insurance company to make the required/requested revisions to her repair estimate and get the required insurance and customer approvals. Work on her job began that first week of November. Once work began there were several delays while **************** worked to select cabinets that were within her budget. You will also note in the timeline provided below that there were many instances when PDR staff attempted to contact **************** by phone and email but never received a reply. 

  
  

  We do not feel that any delays in the project were caused by our staff or due to lack of making her project a priority 

   

  Quality of the Work: 

  In Ms. ******* complaint she states that PDR completed 15% of the job. While we are not clear on the calculations used to determine the 15%, it is true that this job was not complete. Several of ******************** complaints about the quality of work were made about items that had not yet been finished. Some of the complaints were about items that we were aware needed additional attention. Some of the complaints were unfounded and were not based on industry standards. For example, **************** was not happy that the sheetrock installed on her wall had a gap between the wall and floor. It is standard practice to leave a gap and not install sheetrock all the way to the floor as to prevent potential weeping/moisture damage.  
  

  
  

  Its important to note that **************** had not paid for this job in full and her mortgage company was doing construction inspections prior to releasing additional funds. PDR would have been responsible for ensuring that the customer and mortgage company were satisfied with all work before we received payment in full for the job. 

   

  Refund Amount: 

  The total amount paid to PDR from **************** was $6300. Once she stated she no longer wanted to utilize our services, we completed a reconciliation of the work completed and let her know that the amount owed for service completed was $3822.22.  We have provided Ms. ************************ style="margin: 0px;">the details showing how we arrived at this figure. We are ready to issue the amount owed to **************** as a refund.  Ms. ************************ style="margin: 0px;">apparently disagrees with the amount to be refunded, yet she has not provided us with any details to support what she feels is the appropriate figure. 

   

  At this point we would like to provide the following bullets that provide a timeline of our time working with ***************** It's our belief that this information paints the picture that PDR was acting with urgency, being purposeful in our communication, and making every attempt to advocate for and assist **************** with her project. 

  • 5/13/************ is reported to Paul Davis Restoration of Central Virginia (PDR) 

  • 5/13/22 - PDR estimator leaves voice mail message for **************** to discuss the project 

  • 5/16/22 - PDR estimator leaves voice mail message for **************** to discuss the project 

  • 5/16/22 - PDR estimator sends email to **************** 

  • 5/17/22 - PDR estimator leaves voice mail message for **************** to discuss the project 

  • 5/18/22 - Initial contact is made with **************** 

  • 5/19/22 - Estimator makes initial inspection of the property 

  • 5/20/22 - Rebuild estimate is submitted to insurance carrier for approval 

  • 6/10/22 - Rebuild estimate is approved 

  • 7/8/22 - **************** signs a work authorization that states terms are 50% due at start and 50% due at substantial completion 

  • 7/13/22 - **************** emails us to say she does not have the funds from the insurance company yet but will reach out when she does 

  • 8/1/22 - PDR Finance team leaves voice mail for **************** asking about status of initial downpayment 

  • 8/9/22 - **************** sends email stating she still does not have the funds from the insurance company 

  • 8/17/22 - PDR Finance team emails **************** asking about status of initial down payment 

  • 8/31/22 - **************** send letter stating that she does not have the full 50% downpayment amount to start the job and asks if we will consider beginning some work if she provides a partial downpayment 

  • 8/31/22 - **************** writes $4000 check to PDR for partial downpayment 

  • 9/14/22 - PDR Operations Manager leaves v/m/m for **************** to discuss the partial payment and potential job start 

  • 9/19/22 - PDR Operations Manager leaves v/m/m for **************** to discuss the partial payment and potential job start 

  • 9/20/22 - PDR Operations Manager leaves v/m/m for **************** to discuss the partial payment and potential job start 

  • 9/20/22 - PDR Operations Manager sends email to **************** to discuss the partial payment and potential job start 

  • 9/21/22 - The ****** job is assigned to a PDR Project Manager (PM). PM leaves voice mail message for **************** to discuss payment and potential job start 

  • 9/23/22 - PDR PM makes contact with **************** and sets appt to walk the job with the approved estimate 

  • 9/26/22 - PDR PM meets HO and walks the job with estimate. PM and **************** discuss the need to submit a supplement request to the insurance company to account for additional items needed to complete the work and any changes requested by the homeowner. 

  • 9/27/22 - PDR submits revised estimate (supplement request) to the insurance carrier 

  • 10/10/22 - revised estimate approved by insurance carrier 

  • 10/24/22 - Ms. ****** writes check to PDR for additional $2300 

  • 10/28/22 - **************** meets with cabinet vendor to discuss selections 

  • Week of 11/1/22 - work begins on the ****** job 

  • 11/6/22 - sheathing, insulation, drywall and painting completed 

  • 11/8/22 - First compliant received from ****************. She was unhappy with bottom edges of drywall (at floor level) and the gap between drywall and floor. Please note that a gap between the drywall and floor at installation is standard to prevent wicking in a water exposure situation. **************** was also unhappy with the appearance of the drywall in several areas. We explained that most of these areas would be covered by her cabinets once installed and did not need a finished drywall appearance. We agreed that some of the drywall (in what would be visible areas) would need a final touch up after cabinets and countertop were installed 

  • 11/10/22 - received initial cabinet cost and plan from the designer and submitted to **************** 

  • 11/21/22 - **************** again expresses displeasure with some of the in-progress work to her PM 

  • 11/21/22 - PDR operations manager leaves voice mail for **************** asking to discuss her concerns 

  • 11/22/22 - PDR Operations manager leaves voice mail message for **************** asking to discuss her concerns 

  • 11/28/22 - Ms. ******* initial cabinet selections were outside of her budget and she decides she does not want to pay additional cost. PDR contacts cabinet designer and asks that they work with **************** to make new selections that are within budget 

  • 11/30/22 - PM and PDR owner meet with **************** at her home to discuss her concerns and feel like progress is made and everyone understands plan to move forward. ** Please note that at this meeting we were very direct in asking **************** if she was sure she wanted PDR to complete the job.  We expressed that we were willing to help her, but that we were also willing to part ways amicably if she was not sure we were the contractor she wanted to work with. She assured us that she wanted us to continue with the job. 

  • 12/5/22 - **************** is still working on making new cabinet selections. She does not want to pay any additional cost but is having trouble making selections she is happy with thats within her budget 

  • 12/7/22 - **************** makes cabinet selection within her budget but still needs to select a countertop 

  • 12/19/22 - Customer sent cabinet design for final approval 

  • 12/22/22 - Cabinets ordered 

  • 12/22/22 - The countertop selected by **************** is outside of the allotted budget. PDR reaches back out to insurance carrier to request a supplement. We let **************** know that if she wants to pay the additional cost of the countertop she selected, we will move forward with the order...but otherwise we would need to get insurance approval before ordering 

  • 1/3/22 - **************** sends email stating concerns with the estimate and the amount of work completed 

  • 1/3/22 - PM sends email reply to explain the estimate, selection delays, etc. 

  • 1/4/22 - **************** sends email stating she no longer wants to work with PDR and asking for refund 

  • 1/4/22 - PM sends email reply showing accounting of money collected, work completed and refund due 

  • 1/4/22 - PDR cancels the cabinet order 

  • 1/5/22 - PM acknowledges mistake in refund calculation and outlines correct refund due *****************  

  • 1/12/22 - **************** send text message to PM stating she wants no more communication between the parties 

   

  At this point it is clear that **************** no longer wants to engage in any discussions with PDR. We have provided her the details related to what work we completed and what refund she is owed. We would welcome a collaborative conversation, based on facts, with Ms. ************************ style="margin: 0px;">to try and address any concerns she still has regarding the outstanding refund amount. 

  
  

  Thanks again for your time, and please let us know if you have any follow-up questions. 

   

  Sincerely, 

  ***** 

   

  ************************** 

  Operations Manager 

  **** Davis Restoration of Central Virginia 

  ************