Complaints

• Initial Complaint

  06/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had water damage in my garage December 2020. My homeowners insurance sent SE restoration of Macon to come review the damage. They deemed that I needed a new roof, repairing all the damage in the garage ceiling, painting the walls, and the floor. March or April of 2024 a patch of my popcorn ceiling came off and was spreading, the floor paint has came up, and the ceiling is bulging out from their work. I contacted SE, they sent a contractor out and he described a 4 day job to repair the work and to refund me the money for the floors because they never should have been painted. SE only approved 1 hour worth of repairs. Ive been back and fourth with SE management and they are denying that they even did some of the work in 2020 and they are refusing to repair the rest of the work to bring my garage back to the status it was before I had the water damage.

  

  Business response

  06/07/2024

  Southeast Restoration was contacted regarding warranty concerns on 3/28/24 for an area of popcorn/texture less than the size of a sheet of paper that had failed on the garage ceiling, while the rest of the ceiling appears exactly as it did at the time the certificate of completion was signed for the original loss. The work for the original loss was performed in December of 2020 but was under a 5-year warranty, well beyond the industry standard warranty period. We were able to inspect these concerns on 4/8/24. We acknowledge that it took some time to get a trade partner out to address such a nominal amount of work but that repair was concluded on 5/6/24 and we remained in contact with the customer throughout that time. During this time, the customer brought up other concerns, primarily around the garage floor coating. The two areas where the drywall mud has popped on the walls are on walls we painted but did not perform any drywall work. Per the contracted scope of repairs, all the drywall work was done on the ceiling. Those pictures appear to show drywall tape failing outside the area we repaired, likely due to the garage being an unconditioned space subject to more extreme temperature and humidity swings. Upon reviewing these additional concerns in light of our detailed scope of repairs from the original claim as well as all additional job documentation including photos, a signed change order, trade partner invoices,and job log notes, it was evident that the floor coating was also not part of the work performed by Southeast Restoration. It is possible this work was performed around the same time using the funds from the credit change order but despite our detailed records, there was no evidence it was performed by Southeast Restoration or our trade partners. As such, we could not warranty work that we did not perform and informed the customer of the same. A before picture of the failed popcorn/texture (the customer's photos adequately show the completed repair), our contracted scope of repairs, and the executed change order have been uploaded. As a customer service measure, we did offer to refer the customer to someone they could engage to perform the work but did not receive a response. 

  Customer response

  06/11/2024

   
  Complaint: 21816345
  
  I am rejecting this response because:

  Per this response and the response that was left on ****** a lot is being left out. From the first time that **** came out I told him of all the issues. The patch of popcorn, the bulge in the ceiling, the popped walls, and the floor. He said he took pictures of it all. From the first time that the contractor that SE sent came out. He explained what all the problems were and gave me multiple options to fix them. I chose the 4 day project to cut out all of the old work replace it and to have my money refunded from the floor. I even sent ******************** the screenshots between me and the contractor from May 6 showing that I wanted all the work done. I also have text message screenshots prior to May 6 telling the contractor about all the work I expected. I never settled on just one thing and came back later adding nominal work as referenced in the ****** review. I have since reached out to ******************* and he confirmed the work that was done at my house regarding the floor. So even though SE says they see nothing in their records. I have the man that did the project confirming it was completed. So for SE to suggest that it was about customer satisfaction to recommend another company to do the work is insulting. When it was your company that did the work originally. The bulge in my ceiling is more prominent than it was when first completed. ****(their ex employee), ****(the contractor they sent), as well as *******************(their former project manager) referenced the poor work now. Before the water damage. My garage never had issues with tape popping or popcorn ceiling separating from the drywall. ****, the contractor, is the one that said its tape popping through leftover from Se repairs. So regardless of the natural events such as high temperatures that happen in garages. I am still under a 5 year warranty and the work should be completed to the customers satisfaction. I went through the proper channels of escalating it through SE. Nothing was done. I then posted online as a former SE employee advised me to do. Still nothing is being done. **** told me that I should just take this to court. He said that the reason SE hired his company in the first place was to avoid litigation with these last few projects they had left open since their local office closure. If I was able to find **** to confirm the work. They could do the same, instead of insinuating that Im lying. There was also no need to minimize the work I requested in the ****** review. Its my house and my insurance paid for the work to be done the same, if not better than it was before the water damage. Im still within the warranty period.  So ALL work should be honored.
  

  Also, per the ****** review. They did not remain in contact the entire time. I had to get the construction company to reach out to SE to get **** to respond on multiple occasions. I have text receipts of that as well. 
  Sincerely,
  
  *****************************

  

  Business response

  06/14/2024

  As we previously stated,we were contacted regarding warranty concerns on 3/28/24. The process for any warranty related concern is to inspect the concern, review the contracted scope to determine warrantability (i.e. was this in the contracted scope of repairs and is it a workmanship issue), come up with a plan of action if warranted, and then execute those repairs. Our team member, ************************************* (****), was the first to come out and inspect. As he was not on the team at the time the repairs happened nearly 4 years ago, he had no knowledge of the contracted scope, so he took several pictures and reviewed the concerns. In the process of doing so, he also worked with our trade partner to review the concerns so that IF THE CONCERNS WERE DEEMED WARRANTABLE, we could determine a plan of action. For example, we need to know that if certain concerns are determined to be warrantable,they would take longer to correct so that we schedule with the trade partner and communicate that plan but at the time, we have not yet reviewed the contracted scope and accompanying documentation to determine what is or is not warranted.

  However, as previously referenced, upon a detailed review of the entire claim documentation, much of which was provided in our previous response, all that was warrantable was the repair to the popcorn ceiling. A customer simply stating theyd like more work done than what they are owed does not merit that work being performed. We do apologize to the extent we allowed this misunderstanding to develop by not effectively communicating the process and clarifying that all work was subject to review of the contracted scope of work and claim documentation to confirm it was in fact owed.

  Regarding communicating with the Project Manager who performed the original work, *******************, we are not in the habit of reaching out to team members who were contentiously terminated over 3 years ago to ask their recollection of events. We must rely on the documentation generated during the claim which does not support that Southeast performed that work. The scope of repairs approved by the carrier and performed by Southeast was included in the previous response and shows no line items for flooring repair. There is no change order showing that flooring scope was added out of pocket or in exchange for other scope items. There is no work order/trade partner invoice documenting work for painting the floor. There are no notes in the file referencing anything to do with painting the floor (All log notes in the job file from the initial meeting to the completion of work from the original project have been uploaded as a PDF). Beyond the claimed commentary of a likely disgruntled former employee, who confusingly, would also have been the project manager responsible for supervising the quality of the alleged poor workmanship and job documentation in the first place, no documentation has been presented to the contrary.

  We would certainly contest the statement that nothing is being done as the concerns that were within our scope of work, and therefore warrantable and owed, have been addressed. Further,we have provided our reasoning and documentation for our position, rather than ignoring this follow-up. We have retained ****, as well as other trade partners, to fulfill our obligations per contracts that we had entered with our Macon office, as well as to honor the warranty commitments weve made upon the completion of those contracts. While we are seeking to relocate that office, we are committed to upholding the service expectations that still exist for our customers.

  Customer response

  06/17/2024

   
  Complaint: 21816345
  
  I am rejecting this response because:

  It is unfortunate that we weren't able to come to an agreement. I will be consulting with an attorney and will be in contact soon. 

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

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I engaged Southeastern Restoration Services to repair the sheetrock in my loft ceiling from a roof leak. During the assessment, I was advised how the work would be executed, and the project was estimated to take two to three days. However, the execution was grossly substandard. The crew rushed to complete the job in less than a day, resulting in poor workmanship. They used blow dryers to expedite the drying of the joints, a method that any knowledgeable drywall contractor knows is inappropriate. Direct heat can cause the joint compound to dry unevenly, leading to bumps, cracking, and delamination, which compromises the integrity of the repair. At no point did a supervisor monitor the quality of the work. Instead, when the job was done, I was promptly contacted for a walk-through and final payment. When the ** visited, he agreed with my assessment that the job was not done right and agreed to redo it. A new team was sent, and they completed the work over multiple days with more acceptable results. However, this second attempt cost me significant time away from work and the inconvenience of not fully using my home. Despite their efforts to mitigate mess, I still had to spend considerable time cleaning up dust and debris twice. While I appreciate their willingness to redo the job correctly, it does not compensate for the time and effort I invested in preparing the space, accommodating the construction schedule, and cleaning up. Adding insult to injury, I requested to pay by credit card and they insisted on passing a 3% processing fee to me. Considering the inconvenience I endured, I suggested waiving this fee as a goodwill gesture, a modest request of approximately $70. However, my project manager, indicated his supervisor, ***********************, declined this reasonable request. This is frustrating; they wasted my time and demonstrated a lack of quality and knowledgeable contractors. I strongly advise against engaging their services.

  

  Business response

  05/31/2024

  *********,
  We are troubled to hear that this has been your experience and we would like the opportunity to discuss your feedback with you. We strive to always deliver the highest quality of work, cleanliness, communication and overall customer satisfaction for all of our customers. Whenever this is not the case, We want to know! We have reached out to you to better understand your experience and what we can do to help. We look forward to hearing back from you when you get back in town next week.
  Thank you for sharing your feedback and giving SRG the opportunity to respond. 

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They refuse to accept the fact that I fired this company from anymore work. They ignore the fact that they did not have the work inspected. They refuse to adjust the final quote. There is over $15,000 worth of work they did not do. There were no change order forms brought to me. They left a propane heater on in my home and could have caught my home on fire. They had unlicensed workers fixing my home. They gave me excuses about forgetting to order items. I did not get the fixtures I wanted in the home. There was a pipe that burst in my ceiling from poor workmanship. The ceiling was leaking. My lights now flicker. Now the county wants to see the inside of my walls since they were never called to come out and inspect the home. They have to cut each abs every wall open. It is a never ending nightmare and I want this resolved.

  

  Business response

  05/02/2024

  Good afternoon,

  On 12/22/23, the customer endorsed the certificate of completion (attached)indicating their agreement that work was completed to their satisfaction. On the same date, the customer also responded to our internal job satisfaction survey with a 9 out of 10. During our subsequent follow-up attempts to collect the outstanding balance on the project, the customer stopped responding on or about 1/15/24 until 3/12/24. During this time, multiple documented attempts to reach the customer via text message, email, and phone from multiple team members including the General Manager leaving a voicemail were recorded in our job progress notes. We do not have a record of receiving any response to our inquiries nor of the customer reaching out separately.

  On or about 3/12/24, we received a handwritten note from the customer to which our General Manager responded via email (attached), the method requested by the customer in the note, on the same day with a request to meet on site and review the customers concerns. It was communicated in that email,that the decision was made to file a lien against the property in order to protect our financial interests in the work performed, despite our preferences to resolve the issues before that lien would be filed. A meeting did take place the following week between the Project Manager and municipality code enforcement representative. While a permit had been pulled for the work, we acknowledge that in our efforts to move towards completion, we failed to call for the follow-up inspection in a timely manner. At that meeting, the municipality representative asked for some time to review the scope for anything they would like to see/access specifically.

  On 4/24/24, member responded to our continued attempts to pursue the outstanding balance of over $15,000 with more of the same concerns.Our response, via email on the same day (attached), reiterated our desire for the General Manager and Production Manager to meet on site, along with the representative from the municipality, and requested that the customer provide their availability. As you can see from the attached email, the customer did respond and through some back and forth, we have scheduled to be onsite most of next week provide access for the municipality and address any warrantable concerns. While we do not expect any concerns, we are committed to resolving anything the municipality identifies as not up to code.

  It is worth noting that in reference to the pictures provided to BBB by the customer, while those pictures need to be reviewed in the context of the approved scope to confirm they are even warranted, if they are, they appear to be minimal punch out/clean-up items easily remedied but are in no way $15,000 worth of work as indicated in the customers complaint.

  Customer response

  05/04/2024

   
  Complaint: 21637789
  
  I am rejecting this response because

  There were items on the list not done. 
  While the details you provided in the above comment section make it appear like its a small issue when it is rather big. It is very inconsiderate that now my walls have to be demolished. And Im sure you dont provide enough workers on site to even move my belongings out of the way as you have done so many times before. Instead of ordering enough supplies, and hiring enough employees there was inadequate treatment towards a home owner. There was no respect or care for another persons life. Throughout the entire process nothing went smooth. I had no choice but to endure this process because I had already hired this company. And no matter how many times I told them I didnt want them back in the house they came up with more and more excuses. Pushing me to sign some completed document. When all I wanted was to be done with this company. A 70 million dollar company that you brag about on social media cant seem to let go of a couple thousand dollars. Meanwhile you harass and threaten to take my home. There was no cleaning company, no shrubs removed or replaced, no wire shelves hung and replaced. I had to buy my own door handle and light cover. My siding is now loose. The trim around doors wasnt cut properly. There are a lot of gaps. But to them this is okay and satisfactory because they want to keep coming back out and working in my home.
  There must be a reason it financially makes sense to go the same job over and over.. and take long breaks. And leave the house sitting for weeks. And do the work but not do the work properly. Oh, I guess we will be back next week. 
  Im sick of people in my house.
  They leave trash everywhere and take their sweet time doing something. I want to sleep at night. In my house. And this company thinks that doing whats right is tearing up my walls. That doesnt make it better. No matter what contract that I clicked on and put a couple initials. Any of that is void when you dont fulfill your contract. You did not provide licensed employees. You did not provide to me a letter licensed plumber. You almost caught my home on fire by leaving a propane heater on, a pipe burst and was leaking in my ceiling and all onto the sheet rock due to an inexperienced plumber. Also, the home was not inspected as I would told it would be. I was promised all employees licensed and vetted. The completion deadline was also changed several times. Yet I have no apology, no peace offerings. Instead I get the run around saying oh it was overlooked on our part. Sir, we get that your company does a good job 90 percent off the time. But, this job right here really misses the mark. 

   

  not going to sit here and say I was happy. And where you get this 9 out of ten thing is beyond me. I was trying to be kind because the person hired as a project manager screwed up a lot of stuff. I picked out lights that I wanted for the home and his remark was this isnt that kind of home. *********** my home to be not worthy. My insurance paid a good deal of money per each light and I could not get the most expensive light. I had to argue to get the lights I wanted. I was told they were ordered and be put in. A month goes by and no lights. He had told me he forgot to order them. Who wants to spend every waking moment arguing with a company? You want me to roll over and play dead I suppose. 

  He took on other jobs and the focus was not on my home. It was something completed when they had the time to. I was told this process would take 8 weeks yet somehow turned into a long drawn out thing.
  Over 5 months. My home is 1152 square feet. And only less than half of that was the part that needed walls. Explain to me again why it took so long? 

  I have not completed any reviews of this. Just because someone is kind and says have a nice day and thank you doesnt make it a happy day. 

   

  am very upset about this entire process. This company will be paid this balance since that is ALL they care about. 

   

   

  Sincerely,
  

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

  

  Business response

  05/13/2024

  Good afternoon,
  In a brief response to the customers comments regarding timeline, our documentation indicates that the project started on 9/21/23 and the *** was signed on 12/22/23, roughly 12 weeks in total. The original target completion date was 12/10/23, at the customers request and communicated in writing, which did get pushed back due to some material delivery delays. This pushback was communicated to the customer on 11/30/23, as soon as we knew how it would affect the timeline. While we acknowledge the missing inspection adding time at this point, the majority of the work was completed in that 12 week window. I have also uploaded an image of the customers response to our survey question that goes out to every customer On a scale of 1-10, how likely are you to recommend Southeast Restoration to your friends and family? the shows where our statement in the first response comes from.
  Our team was on site last week to meet with the inspector and address any concerns. He required a nail plate be added in one place, a wire stapled to the adjacent stud, and some silicone around a window. All of these things have been addressed and drywall/paint repair commenced. It is my understanding that the remaining drywall/paint will be completed early this week and the remainder of the acknowledged concerns completed by the end of this week. Thus, we will hold further commentary until those items are completed allowing a more comprehensive response.
  We remain committed to holding up our obligations under the agreement to complete the contracted scope of repairs and hope that the customer will do the same. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 27, ******************************* kitchen. Contacted insurance company. They recommended one of 3 places, this being one of them. *******************, with S.E Restoration came out. He felt strongly that the claim would be handled by the insurance company. He requested someone to come out and look for asbestos. This person came and drilled 2 holes in my walls and one in my floor. The claim was denied by my insurance company. When I reached out to SE restoration on multiple occasions, ******************* never returned emails or phone calls. The secretary would state that they would try to get with this person, however, no response was forthcoming. It just happened one day when I called I got *******, a supervisor. He then began to follow up on my concerns/frustrations. He called one outsourced company to come and fix the holes in my wall. This person never showed/or called to cancel. He called another source. They came one day and then had to be called back to finish the work. This all took from September to January, **** to be fixed. And yes, I did sign that the work had been completed. It took 3 months for them to fix my work, but they wanted an immediate response to their paperwork. How ironic! I would not recommend this company for any work as they do not follow through, they do not answer their phone or respond to any phone calls and they do not provide written work on what was said to insurance adjustors.

  

  Business response

  01/25/2024

  Good afternoon. I apologize for the delay in responding to this complaint. As Im sure you understand, the extreme cold weather conditions that pushed into ********* over the last two weeks have caused a significant number of emergency service and water mitigation claims for us as an insurance restoration contractor, reducing our bandwidth for providing an update on this complaint. Having thoroughly researched our files at this point, Im happy to provide our response.

  This opportunity was received by Southeast on 9/25/2023. While we are not adjusters able to determine coverage, given the circumstances and extent of the damage described, we provided our opinion based on experience that the damages would exceed her stated deductible. However, prior to filing a claim, the customer wanted an inspection to determine if the damages would exceed her deductible to which we agreed. We expressed our concern that given the specifics of the loss, it may not be approved as a claim, and that is at the insurance carriers discretion.

  During the inspection on 9/27/2023, the customer was informed that due to the date of the homes construction (circa ****), the affected areas would need to be tested for asbestos before any demolition work associated with mitigating the damage could proceed. The customer signed the work authorization at this time and filed a claim but no adjuster had yet been assigned. It is customary to get approval for asbestos abatement from the insurance company via the adjuster before proceeding with anything further. However,given the delay in filing the claim, as a courtesy for the sake of the customers timeline, Southeast proceeded with calling for the testing through the abatement company, which consists of taking small amounts of material from areas of concern in the affected area. This testing is performed in such a way that regardless of testing positive for asbestos or not, the sampled areas would be repaired during the normal course of the restoration and reconstruction of property.

  This testing happened the following day, 9/28/2023, and later that same day the adjuster for the claim had been assigned and their contact information provided to Southeast. At the customers request, abatement/demolition was tentatively scheduled for 10/3/2023, pending approval by the insurance carrier. Upon contacting the adjuster, they notified Southeast of coverage concerns and that they had not yet determined if this would be a covered loss.After multiple days of follow-up with the customers insurance carrier by Southeast, we were finally notified on 10/3/2023 that coverage had been denied.No additional abatement or demolition took place as the customer was understandably not willing to pay for the necessary work out of pocket.

  As a customer service measure, despite not being due to the customer per the agreement that had been signed, Southeast agreed to repair the drywall that had been sampled for the asbestos testing at no cost to the customer. We acknowledge that this took longer than wed like to complete as it is difficult to get a trade partner on site for such a nominal amount of work, and apologize for the lack of effective communication during that time.However, this repair has since been completed and as indicated by the customer,we do have a signed Certificate of Completion for these repairs, executed on 1-4-24, that can be provided upon request.

  Please advise if anything further is required from Southeast.

  Customer response

  01/27/2024

   
  Complaint: 21158022
  
  I am rejecting this response because:

  Whoever wrote the response to this complaint, did not respond accurately.

  The following information is erroneous.  

  First:  I called State Farm before I ever reached out to Southeast.  It is through State Farm that I got their name.  State Farm asked me to get a quote on the damage.

  When ******************* arrived he assured me, after looking at the damage, that it would be covered by State Farm.  His assurance came from other work that he had done with State Farm that were similar to my problems and that State Farm had covered other problems like this.  There was no "we expressed concern that given the specifics of the lost, it may not be approved".  This is false.

  After the visit from *******************, I immediately contacted State Farm - there was no "given the delay in filing the claim".

  Not having ever filed a claim before, I was trusting of the insurance company and of S.E. Restoration Company's "expertise" to move forward.  It would have been ideal for ******************* to have said, "Until the insurance company approves this, we will do nothing else".  But he did not.  He explained about looking for asbestos.  I would never have approved that if I felt that the insurance company would have not approved fixing the problem.  

  In addition, I reached out to S.E. Restoration multiple times (****x) to both ******************* and ***************************** to find out what contact, information was shared with State Farm that the adjuster could deny the claim without ever coming to my house to look at it.  Neither of them got back to me.  To this day I have never spoken with ******************* or received a report regarding his visit here.  

  It was not until I spoke with ******* that a resolution came about for them to fix some of my kitchen.  

  I do have concern for the public who uses this company that the information that is received from them is inaccurate.  ******************* was quick to give an inaccurate opinion without hearing from State Farm first.  In addition, the company refuses to share information as requested.  And apparently if they do, it continues to be inaccurate.  
  
  Sincerely,
  
  *****************************

  

  Business response

  02/04/2024

  The references to delays in filing the claim were the two days between the customer notifying her insurance company of the damages and inspection by Southeast Restoration. Had a claim been filed immediately, its possible coverage would have been determined sooner. While we do have an email that was received and responded to, we have no record of any other follow-up from the customer. As is typical, the inspection photos were sent to the adjuster who denied the claim. If the customer is seeking clarification on the claim denial, we recommend they pursue commentary from the adjuster who made the determination as we have no further information to offer.

  Regardless of the claim coverage, in order to properly mitigate the loss, asbestos testing was required. This was performed in an effort to expedite the process on the customers behalf. If the customer opted not to pursue full mitigation and remediation, due to the out-of-pocket expense following the claim denial, it remains our professional opinion that the damages should be fully addressed.

  We apologize for the delay in addressing the drywall repair in the testing sites but as mentioned in our first response, typically this is fully addressed in during the repairs from the loss. As requested, the inspection photos have been uploaded along with this response.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  August 7, 2023, in the mid afternoon, serious storms moved through and unfortunately, we experienced property damage. We immediately called Southeastern Restoration of Knoxville on the recommendation of our local insurance. Southeastern responded fairly quickly to assess the damage (our patio roof was damaged and a storage shed was destroyed by a large limb that was broken from our neighbor's tree.) That same limb destroyed a part of our fence and took out the patio roof (large hole in it and guttering torn away). Southeastern tarped our patio roof and shed to prevent water damage from rain which was moving in. Neighbors had removed part of our tree debris by the time Southeastern arrived to do some work. My husband and I did some clean up as well before Southeastern started their work. The bill the company sent us was $10,639.00, without an itemized statement of what they supposedly did. We reached immediately to Southeastern and to our insurance company. who informed us they would investigate the matter. The insurance company has been delayed because all agents are woefully overworked. My husband and I called numerous times since August for an itemized bill. The charges are not justified based on the work done. Initial agents who came out would not return our calls. We have been contacted by someone from their office (*******). I want them paid for the work they did do; but they did not do $10,639.00 worth of work. Furthermore, they cleaned up yard debris (which I was pleased to get done); but they left the premises before we could talk and I could talk to them face-to-face about what they actually did. I am hoping to hear from a new insurance agent who has been assigned to the case as of October 27, 2023. I would hope the company--if they are the professionals they claim to be--would be patient and work with the insurance company, as well as provide a reasonable bill for the work they did. I estimate the actual work was worth less than $3,000.00.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Southeast restoration did a repair project on my home which included tearing out the existing wood floor in my hall bath and replacing the wood floor when they did this they busted my existing plumbing to my toilet and replaced the toilet after the new flooring was installed then it leaked into basement when flushed then I contacted *************************** project boss and he came out and looked at it and he said it was not in his scope of work and I contacted my plumber and they sent a tech out to look at it and fix it long story short the tech found out that the plumbing collar had been cracked during the removal of the wood flooring and I did save the parts he replaced

  

  Business response

  09/23/2022

  Thank you for reaching out **************,
  
  I have spoken with our production team and here are the facts:
  On two occasions we inspected the toilet mentioned in this complaint. Our first inspection determined that there was no damage or moisture located in the half bathroom. Everything was installed as you would expect with a simple detach and reset of a toilet. We did assemble and install a new toilet as well.  Our second inspection turned up what appeared to be an existing leak associated with the previous toilet, as indicated by discoloration of the subfloor below it. Further inspection showed that the collar of the the drain was cracked. Discoloration confirms the previous toilet had been leaking for some time. The ** spoke with you, upon his consultation with management, that the toilet in question was not a warranty issue per the insurance scope of repairs is concerned. All evidence points to the issue being pre-existing. If you would like to discuss this further, please reach out to me or your project manager. 

  Customer response

  09/28/2022

  SE Restoration was to repair all existing damage the water under the toilet was from initial flood before the under the garage floor piping was repaired these water rings  are consistent with the same water rings left under the bathtub and shower in the masterbathroom  why would SE tear out wood floors bust toilet collar and try to put a new toilet in with two toilet rings knowing this would not work ****************************** came out and did everything but find the real problem and I told him I would get a real plumber and find the problem which I did too the cost of $700 and I am asking for this amount because SE should have taken the toilet out and found this problem and we would not be here today I still have the parts found damaged by My Plumber

  

  Business response

  09/29/2022

  The scope of repairs was completed exactly as written and presented. Nothing was discussed regarding the drain collar and/or toilet ******. The newly installed toilet and ****** were inspected prior to install which is the standard for setting a toilet. The toilet was flush tested numerous times and no water was observed at either inspection. The issue with the subfloor was not pointed out until AFTER repairs were complete and, as such, subfloor repairs were not part of the insurance covered scope. 

  Customer response

  09/30/2022

   
  Complaint: 18061778
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************* when you hire a company them knowing the existing floor having to be replaced and them getting subs to do the work they should know to check behind them to make sure the work was done properly SE changed the scope and took over one year to complete a 90 day job along with having to fix problems that they caused during the repair this was a problem that I could not see

  

  Business response

  10/03/2022

  **************, 

  If you would like to talk further, please call your project manager. It seems that we will not reach a resolve on what was included in the original scope of work and what was reported afterwards. Thank you for your feedback, 

  Customer response

  10/03/2022

   
  Complaint: 18061778
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************. I attempted to contact ***************** the project manager  He came to observe and he said he would get with his boss and he came out again and observed and stated would not be covered under their warranty because it was preexisting because water rings I stated and strongly suggested they pull the toilet so SE and I both could see wher the leak originated and approximately what caused it. They did not want to pull the toilet so I had it done by a reputable plumber

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