Complaints

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had water damage in my bathroom and the insurance company paid me $10,000 to hire a company to put the bathroom back together I hired Lanier Restorations they came out in August of 2023 they started work they finished the job on August 25th 2023 I even had upgrades that I paid for the bathroom is nice the only thing I don't have is my shower door they came the first time on October 13th with a door that was too big then they came on January the 8th with a door that was too small and I have not heard anything from them since I want the job done and I really don't feel like I should have to pay them anything after all this time it doesn't take all this time to get a shower door I paid them I believe it was 6600 and the rest was to be paid when the job was complete so yes I need help with this I just want my shower door so that I can use my bathroom I mean this is really a big inconvenience thank you

  

  Business response

  03/19/2024

  ************,

  We have completed all work that was on the approved scope of work from your insurance company that they approved. The install of the shower door was not included in the scope of work. We attempted to help you with that situation. You did in fact have a $1000 upgrade for your vanity that was completed and installed as well. Your contract that was signed by you was for the amount of $10,563.07. with the upgrade it made your total repairs be $11,563.07. ************ you have only made your first contract payment in the amount of $6,281.53 along with your upgrade for $1000.00. The remaining balance is in the amount of $4,281.54 of which all work has been completed. You have refused to sign the certificate of completion or pay your final balance. Again, I will say all work on the contract and approved scope of work has been completed and completed satisfactory. Your project manager has been in contact with you from the beginning of your rebuild as well as the office every week as we conduct quality control calls to all homeowners. Keep in mind that we attempted to install two doors of which you did not like but were functional to the shower. If you refuse to pay your remaining balance a lien will be placed on your property which could affect the future sale of your home as well as your credit.  

  Customer response

  03/21/2024

   
  Complaint: 21449787
  
  I am rejecting this response because: what you're saying is not true you guys measured that door you came here with a door that was too big then you said you had to order another door and that door was too small I would have had to turn sideways I never said I did not like the door then you said you were going to order another door and it would take another 30 days but I have not heard nothing from you since the last time you were here with the door that was too small you never said that the insurance company did not authorize to in stall and shower door but yet you came here twice with shower doors that did not fit and then you said to me well we're over budget that's what was said to me you went over budget on this job so I am left without a shower door I never received a certificate of completion from you or anyone if they never approved for a shower door then why did you come with one you came here twice with a shower door you guys know that this is not right you know it's not right and all I want is my shower door
  Sincerely,
  
  *******************

  

  Business response

  04/26/2024

  ************,
  
  
  Thank you for your response. We here at Lanier Home Restoration are not afraid of admitting when mistakes have been made. We made the mistake of overlooking your shower door on the approved scope of work, and deeply apologize for any inconvenience this has caused throughout this process. I know it has been a difficult and trying time during the loss occurred in your home, and we try to do our best to get you back on your feet as soon as possible with the utmost urgency and quality of work we can possibly perform. We have since sent a shower door company out to your residence and we have successfully installed the shower door in question, to your satisfaction. We are scheduled for a Certificate of Completion at your earliest convenience. Thank you.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lanier misled a senior homeowner and purposely misrepresented the facts. I was told by their contractors that the product I chose was of a quality that I did not receive. The company and contractors and representatives gave me false information and consultations about the product, expecting a senior with no experience in this sort of home rebuilding to simply believe what they, the supposed trusty experts, advised and lied about. Clearly because the misleading way your contractors shared information this contract was totally signed under duress. You used crafty, unfair tactics, told bold lies, and essentially while I was under duress to have my home completed after months, I signed the contract under duress. Your staff pushed me to get it signed, using coercive behavior that caused me to commit to something that I otherwise never would have committed to. They brazenly lied about the product and used the duress I was under to get me to sign. I had my floors replaced with a product that was not of the quality I agreed to. Why would I, an intelligent man, reasonably sign some ridiculous contract the allows a mere one-year warranty for a major renovation, a massive floor replacement? That alone makes it an unconscionable contract and absolutely unenforceable. That does not make any sense and I was absolutely under duress when coerced to sign it. Again, I am bringing out my insurance adjusters to come out again, filing a claim against you for what essentially is fraud and coercion, and misleading an older adult. I absolutely will get the media involved as this should never happen to anyone, especially the vulnerable older adult community, that in this case you preyed on. It is bewildering the stress, emotional trauma, and anxiety your company has imposed on me over the last several months.

  

  Business response

  02/29/2024

  I can assure you that no steps were missed, your work of scope called for a removal and replacement of Engineered hardwood floors and that was the work performed, during your walkthrough the sample board was presented to you and there was no indication that the board had a reflective sheen to it, you selected and signed off on the flooring that was installed. **************** offer a 30-year LTD warranty Residential and an LTD lifetime structural warranty for the product that was installed. 
  We thank you for presenting your concerns. As I stated before, we understand this is a difficult and trying time as your home gets restored. I have spoken to the Regional District Manager of the Southeast and ************ Divisions for ****************, ***************************, who will be in town next week and would be delighted to make a site visit to discuss your concerns, and survey the quality and integrity of the flooring that was installed in your home. If this is agreeable to you, please let me know what day you would be available between Tuesday and Thursday of next week, before lunch time, and *****, with a representative of our company, would be happy to meet you on site and discuss. 
  
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lanier provided a scope of work/estimate for repairs of my home that included replacement of floors based on the cost/specifications of the **** analysis my insurance company provided (flooring at $6.15 per sq ft). When I spoke to Lanier about wanting to purchase a certain flooring in the $6 price range based on the **** analysis - they told me the $6.15 included labor so flooring material in that price range was not in my budget. I ended up going with flooring that was $3.79 per sq ft. I later found out that the $6.15 did NOT include labor and that was the budget Lanier included in the scope of work for flooring material (no labor). I asked for Lanier to provide an updated invoice as the contract states the estimate/scope of work amount due may change if changes from the original estimate are made.As I chose a flooring (based on false information provided by Lanier) more than 38% less in cost than what they included in the estimate - I expected them to reimburse me for what I had already overpaid. They told me they "incurred hefty fees for content manipulation in [my] home which was not built into the price of the approval" which was incorrect as I sent the estimate (that they provided) that included content manipulation. They did not argue this point again as they were wrong. On 9/27/23, I sent them our fully executed contract inclusive of comments as to why they are contractually obligated to provide an updated estimate (and refund to me) based on the less expensive flooring and I asked them to provide a response based on actual language in their contract (as *********************** w/ Lanier kept providing reasoning based on his feelings, but not actual contract language (e.g. he felt a "change" only meant going from one flooring type to another, not change in cost - this language is not in their contract)) as to why they are *********** receive payment for costs they did not incur and they have yet to respond as of 10/12/23 despite multiple follow ****

  

  Business response

  10/26/2023

  ***, who was the Project Manager on this job, went off of the approved scope of work provided by the insurance company which was $10.54/SF for REMOVAL and REPLACEMENT - this number is for both labor and materials. This was expressed to ****************** and flooring options in her budget were provided to her. Additionally, she requested the flooring to be as close to the original as possible, which we were able to find and had ****************** sign paperwork approving the floors. We have set prices through our vendors for certain types of flooring. We used one of those vendors to find the floors that were requested by ****************** and she approved of those floors. What the contractor spends in material is of no concern to ******************. Furthermore, our job as a restoration company is to put back materials that are like kind and quality to restore the home to the original value, and that is exactly the service that was provided by Lanier Home Restoration. The flooring was an exact match as to what she had previously installed in the home. All of this has been expressed to ****************** numerous times over the course of multiple emails. The replacement cost that was provided by the insurance company for the repairs is all that Lanier Home Restoration had invoiced for, so no additional money was paid by ******************. We performed the necessary services to restore the home to the original value. ******************, unfortunately, has not paid us in full for those services rendered. She still owes us $1,804.92 for the work that was completed in her home. She signed a contract based on the amount of $23,777.91 for the services outlined in her approved scope of work from her insurance company and we have completely fulfilled all obligations related to such. Clause 4 of our contract states that "All materials shall be new and good quality unless the contract documents require or permit otherwise. Contractor may substitute materials only with the prior written approval of Homeowner." This is exactly the case in the situation, as we have the product selection sheet with the flooring signed off on by ******************. Additionally, the flooring in question was new and in good quality. Her request for a refund is not warranted whatsoever. 
  
  --

  Customer response

  10/26/2023

   
  Complaint: 20731879
  
  I am rejecting this response because:

  Lanier still has not addressed my comments pointing to their contract language that states the approved costs may change due to changes from the original estimate (this is why it's called an "estimate").  I've asked multiple times, yet Lanier refuses to acknowledge their actual contract language. It's very simple math. They provided an estimate based on $6.15/sq ft for flooring only yet (based on incorrect information they provided me) I chose flooring at $3.79/sq ft.

  It's unethical to charge someone for costs that weren't incurred. Had I known that Lanier doesn't change their "estimates" if less work is performed (which also happened as they didn't remove baseboards/replace/paint in one of the rooms) or if materials their client chooses are less expensive, I never would have hired them.

  Again, I am asking that Lanier respond to my comments in the contract and highlight the language they're referencing in their rebuttal. 
  
  Sincerely,
  
  *******************************

  

  Business response

  10/27/2023

  Our contract states in clause 1 - "Contractor shall perform the described work in accordance with the Homeowner's contract plans and specifications listed in the approved scope of work. Contractor will work directly from the line items listed in the final scope provided by ******************************* We have performed all work in accordance to the approved scope of work in ********************** home. Additionally, our contract states in clause 7 - "Homeowner reserves the right to order any changes or upgrades to the work in nature of additions, deletions, or modifications, up and until Contractor has begun work, without invalidating this agreement." ****************** had luxury vinyl plank (LVP) before the rebuild process, and we matched the luxury vinyl plank (LVP) exactly as she had before. This is neither an addition, deletion, or modification. As stated earlier, our job as an insurance restoration company is to restore the home to the original value with like kind and quality of material. We have fulfilled this obligation. Since the homeowner did not modify the kind of flooring, nor add on or delete any type of flooring, this clause does not apply to her. Furthermore, as previously stated, what our cost is for materials is none of ********************** concern, as she was not asked to pay for anything out of pocket. The approved insurance scope of work stated the material and labor cost for removing and replacing the floor is $10.54/SF - all other numbers provided by ****************** are null and void, considering we based all labor and materials off of the approved scope of work provided by her insurance company. To say we charged her for costs that were not incurred is inaccurate. Our estimate was just that, an estimate, it is not what we used to draft the contract; we drafted the contract based on the approval from her insurance company, in which a copy was sent to her by her insurance company as well. Additionally, ****************** is in violation of our contract in clause 8 - Certificate of Completion - where it states the following "Upon completion of work, Contractor shall notify Homeowner that the work is ready for final inspection. Homeowner is required to sign a Certificate of Completion accepting that work has been completed in accordance with the approved scope of work. Homeowner is held personally obligated for any and all remaining depreciation or payment. Homeowner agrees to make the final payment within fifteen (15) days of final inspection." ****************** has not paid us for the services rendered in accordance with her approved scope of work. Lastly, you will find a copy of the product selection form where ****************** approved the floors in question attached.

  Customer response

  10/29/2023

   
  Complaint: 20731879
  
  I am rejecting this response because:
  
  Lanier, again, is stating that changes/modifications only mean when flooring type is changed. This is false as that specification is not stated anywhere in their contract. 
  

  They are saying the floor pricing is not any of my concern which is also incorrect as I am owed flooring that matches the price my insurance company approved. As Lanier lied to me about the approved amount, my flooring does not match the cost approved by my insurance company. 
  

  I am correct in that Lanier did not perform work that they included in the estimate which can be verified by their painter, ******. He confirmed the baseboards in the office had not been removed when the new floors were installed, so he did not replace/paint them. Lanier has not invoiced me for the final payment, so even if I agreed with the owed amount I could not pay them. I'm not disagreeing that I chose the floor that was installed, so am unsure why the floor choice form was attached. My complaint from the beginning has been that due to Lanier providing me false information on the approved flooring amount, I have cheaper flooring than what was approved and they are profiting. 
  Sincerely,
  
  *******************************

• Initial Complaint

  08/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The fee of more than $24,000 has been paid and I used a credit card. The insurance company issued checks but when the work was completed and I went to cash them, the checks had Lanier Home as a third payee, something I did not request. Lanier had a person pick up the checks and he said he would have them processed and that I would get the total reimbursement in a week. Naturally, that has not been the case and this has been ongoing since June 2023.

  

  Business response

  09/05/2023

  ******************, I do not understand your complaint. We followed Lanier Home Restoration procedures and policy in regard to your rebuild. We based the payment draws on a signed contract by you. You choose to pay out of pocket rather than wait for your insurance reimbursement to start work.  ************ roughly took two months to complete. Lanier has no control as to who your insurance company issues the check to.  We had your Project Manager endorse the checks so that you could deposit them into your bank, however, your bank did not accept them. *** your Project Manager picked the checks up from you on 8/22/23 and Thursday 8/24/23 the checks were deposited into the Lanier Home Restoration account. The day that *** picked the checks up from you, we explained to you that as soon as the checks cleared a refund check would be issued. You also spoke with our Office Manager on 8/31/23 that verified the same thing. The refund check was cut and signed on 8/31/23 and mailed to your home on Friday 9/1/23.

  Customer response

  09/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Additionally, I apologize to the business for the complaint since the follow up actions resolved my concern. All whom I interacted with, ***, ******, *******, and ***** were professional and I am sorry I did not perceive that they had been working on resolution - my timeline was just different than the company's. All's well.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *************************** Lanier Home Restoration, LLC GCD Control Number: ******** and Lanier Home Restoration ****** ***** GDC Control Number: ******** unpacked the home, and there were missing items, and significant damage was done upward of **** USD. Numerous attempts have been made to call and file a claim within the appropriate time frame; in fact, ***** told the plaintiff that *********************** had left the company, but in reality, *********************** is the owner. Numerous attempts to reach someone at the company to file a claim have been ignored and brushed off. The GEORGIA ATTORNEY GENERAL'S CONSUMER PROTECTION DIVISION and ******************************************* state,"Damage claims must be filed within nine months after delivery. The mover must acknowledge receipt of your claim within ********************************** make you a settlement offer within 120 days of accepting the claim". The plaintiff has been denied access to filing the damage claim, which violates the plaintiff's right to due process given by the Fourteenth Amendment of the U.S. Constitution, F

  

  Business response

  09/05/2023

  We apologize for any confusion about ****** not being with the company. This may have resulted from a misunderstanding, as the initial project manager on the job is also named ******, and she's indeed no longer with the company.
  
  
  We performed the move back of contents on January 10th and 11th, 2023 for *********************************. After the move back, ******* reached out to ****************** directly to address the concerns she had. ****************** advised she could not find a few items such as a comforter from a closet and a tv from the kitchen table. ****************** did not advise of any damage at all, only lost items. After the call, all project photos and documentation were reviewed, and it was determined that everything removed from the home was indeed returned, and the items in question were not there to begin with. Everything was returned in the same condition as when it left the property. The items she mentioned were missing were not in any photos from before work was started, so they would not have been taken from the property to have ended up missing on behalf of Lanier. Another call was made to ****************** to advise her of the findings, and that there was no compensation to be made as Lanier had not lost any items. ****************** understood and accepted the results. ****************** then made another call about a week later, which was also returned. We did our due diligence and reviewed everything again and again discussed the items she could not find, and that they were not in any photos from prior to Lanier starting any work. 
  
  
  ****************** was not denied access to filing a claim, nor was she ignored or brushed off. Lanier spoke to ****************** many times regarding this situation, and it was our understanding that the situation was resolved. 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Lanier Home Restoration was contracted to repair and remodel water damage in our home with some upgrades on November 1, 2022. We discovered the plumbing and electrical work was not done as contracted, by licensed professional plumbers or licensed electricians. When asked to complete the project or when a worker will be scheduled to arrive for the work and we do not hear back for days to weeks. They have not provided us with the items in completion or as contracted, I have no working shower, the seal around the tub is gaping. After having unlicensed plumb work done in the primary bath, the rest of our home is having low water pressure that has been unresolved with opening the water valve completely. Im worried there was something that will cause further future damage. As well as shoddy work, paint job is unacceptable quality as well as the color and sheen mismatched. Our walls are lumpy and bowed. There are also several damages that were done to my home in the process.

  

  Business response

  04/19/2023

  Mr. and ***************,

   

  I greatly appreciate your feedback and sharing you concerns with us, as we are always looking for ways to better improve our quality of work and give our customers better service. I deeply apologize for the inconvenience caused to you by the situation in your home. I have reached out to you personally with a gameplan in place to rectify the situation as quickly as possible. I have already sent out our Master *******, who was able to diagnose the issues that you have mentioned. He was able to fix the caulking the around the tub and find the reasoning behind your low water pressure, which was also fixed on site. In regards to the shower - our gameplan was laid out to you in great detail since your review was left - but again, our Master plumber will be performing demo around the shower valve, and installing the temperature gauge needed for the shower to perform properly, and the tile crew will follow up immediately behind him to perform their work to ensure we get your shower fixture working properly in the quickest manner possible. I will be sure to stay in contact with you throughout this process to make sure we are upholding our end of the job. Again, we apologize for the inconvenience and we greatly appreciate you allowing us to correct this issue for you. We are looking forward to getting you back on your feet soon so you can move beyond this unexpected time in your lives with a peace of mind. Please do not hesitate to contact me if you have any questions or concerns. I look forward to speaking with you again soon!

*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. ↩