Complaints

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Accident inside the home took place 11/23/2023. **** + Sons were contracted by our insurance company. They started the repairs, but never came back to finish. They were already paid by the insurance company. Refuse to call us back or speak with us.

  

  Business response

  02/21/2024

  This is to acknowledge receipt of the complaint filed by *******************.

  While we do not recognize the complainants name, we believe it is related to a project in the name of *************************.

  Also, there was a review posted on your site from ***************************.  While we are unaware of ****************' involvement in the project in question, we believe it is also related to the complaint filed by **************, relating to the project for *************************.

  We were not paid in full for this project.  However, we did receive a partial payment.

  After we started the work on ******************** property, we were advised that prescription medicine was missing from the house.

  Since our employees and subcontractor's knew nothing about the medication, we advised the ******** to contact the police dept.

  We have heard no other information relating to the medicine.

  On one of the work days, the subcontractor was running late to arrive at the ********, which we informed them of accordingly, and when they arrived, the ******** refused to allow the subcontractors to work on the property.

  Due to circumstances beyond our control, we made the decision to not continue to work for the ********.

  We attempted to secure the necessary paperwork from the ******** to no avail.  We also were not permitted to retrieve our tools and materials located on the ******** property.

  Since this complaint was filed, we have successfully obtained our tools and provided the necessary information and documentation to the ********.

  We do owe the ******** the unutilized funds from the project, which is in process of being issued at this time.

  It is unfortunate to have to withdraw from a project, but we believe it was in the best interest of both parties.

  We believe we have addressed ****************** complaint and with no further action on our behalf.

  If you have any questions or wish to discuss this matter in further detail, please contact our office at your convenience.

  Thank you for your time and consideration...  It is greatly appreciated.
  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Condo flooded on 12/25/22. Restoration was initially contracted to another company but they were "fired" (for attempt at insurance fraud) and **** and Sons was brought in- I believe in February. Since then, my kitchen has been torn apart and... NOT fixed. I have my refrigerator and freezer in the dining room (plugged in). My stove is out there as well- not plugged in. I am cooking in three other rooms- in microwave, toaster oven and on induction burner. Paint job was terrible, no baseboards, no range hood, no working sink or dishwasher (despite multiple "fixes" that each failed within a day or two- and resulted in water all over floor again), cabinets were ordered wrong and have STILL not been reordered/installed.

  

  Business response

  08/21/2023

  To whom it may concern:

  We were contracted to work in the aforementioned unit and throughout the building on March 13th after the previous contractor was no longer involved in the project.  We take this complaint very seriously and it is important to resolve these concerns as quickly as we can as we work to complete the job.  In the past few days, we have addressed as many concerns as we can while we wait on **************** to be shipped to us.  Based on our work Friday, we believe the dishwasher and the sink to both be fixed, but will remain in communication with ************** in the event there are future issues with them.  There does not appear to be any water damage caused from the leak but we will certainly continue to keep an eye on it with ***************  We reinstalled the stove and the range hood and sent our carpenters in to fix paint/baseboard touchups, secure the current countertop, and handle other minor quality concerns in the hopes of making the kitchen more usable while we wait on the **************** to arrive.  We believe the upper cabinet that is the correct width will be in soon and will check with our cabinet supplier tomorrow.  ************** made a prompt selection on the lower "Lazy *****" cabinet that will replace the currently installed corner cabinets and that has been ordered as well.  Again, we will check on that delivery date and have an update on it this week.  We will follow up with ************** with updates as they become available throughout the week and will have a written weekly update as well.  As the **************** arrive and are installed, we will review all additional quality concerns and make sure that all of those are remedied to the best of our ability before the job is agreed upon as complete.  Once complete, we will also have a warranty for our workmanship after the job is completed to stand behind any of our workmanship should a warranty request arise.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  * The contract with **** + Sons for restoration of my property following a fire was 6/15/2021.*Paid $33,490 ***** was to restore property to previous condition within the insurance scope. This included replacing the roof and siding, new framing in the ** corner of the front living room. Building inspector noted charring from the fire on the ceiling floor boards in the ** corner and recommended scraping it off to determine if the floor boards needed replacement or if simple scrapping would be sufficient to remove the smoke ordor. * A final walkthrough showed wires extending from the first floor LR; a ceiling fan installed by **** in the 2nd floor BR was not working. The house had electrical power before restoration work began but there was no electrical power anywhere in the front part of the house following restoration. **** said he would send out his electrician but when this never occured we had to hire our own electrician to troubleshoot and fix numerous unsafe and hazardous problems. We had the electrician bill us separately for the front part of the house that pertained to **** restoration work. We paid to reinstall the outside porch electrical outlet that the **** siding crew covered over with siding. ***** claimed they are not responsible for pre-exisitng electrical problems not within insurance scope. But once walls were opened up **** didn't follow procedures for inspection which could have revealed electrical problems. **** could have applied for "code upgrade" to cover the electrical expenses which was brought to their attention twice -yet they refused. **** has received the electrician's detailed report with pictures to substantiate the charges and has only offered a fraction of the cost. I have received no response to my 3/7/23 email notifying them that the downspout that their siding crew attached to the gutters has fallen due to it not being property attached. The charred floor boards were not scrapped as required by building ***** inspection.

  

  Business response

  03/31/2023

  I want to acknowledge receipt of Mr. ******* complaint.  Mr. ***** previously sought counsel to resolve his concerns.  Through our counsel, we responded in detail to his concerns and presented options for resolution.  Those options were presented to his counsel early in March and we are still awaiting Mr. ******* counsel's response.  Our hope is that we will receive that response soon and can come to a fair and swift conclusion for both parties.  It would be our preference to continue to work through each of our legal teams towards that end.

  Customer response

  04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  
  The **** response was a cherry-picked response. They did not address the main complaint regarding the electrical issues, which they acknowledge. They did not do their part to apply for a electrical code upgrade to address this problem. Had **** followed city building code procedures, call for required inspections, the electrical issues would have been identified and I would not have incurred the expense of fixing the problems that have been documented and brought to ****' attention. We refused their offer of a fraction of the actual cost incurred. Their BBB response offers hope that both parties come to a "fair" conclusion, but this strikes me as being disingenuous. Under the circumstances it contradicts their advertised mission of "providing exceptional remiation services."
  
  Regards,
  
  *** Daily

  
  

  

  Business response

  04/24/2023

  We were unable to communicate directly with Mr. ****** as he was represented by an attorney.

  Mr. ***** advised us that he would like to resolve this matter directly with us, as opposed to utilizing his attorney, which we agreed to.
  

  Last week, we were able to agree on a plan of action with Mr. ****** to completely resolve the pending issues.
  

  We completed the pending issue with the downspout and agreed to provide additional concessions with regard to his pending account.
  

  At this point, everything is resolved to Mr. ****** satisfaction.
  

  If you have any questions or require any additional information, please let me know.
  

  Thank you again!
  

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

  Vice President of Operations

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

  800 **********************************.

  ************* ** 46227

  Customer response

  04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  1. **** is a "restoration" company. The fire we experienced left charred floorboards which is acceptable to ****, but not to **. 

  2. **** promised to send warranties on thier work once the settlement amount that we agreed on was paid.  It was paid on 4/14/2023, but as of today4/19/2023 I have not received the warranties. 

  3. **** sent a form for me to sign stating that I was "satisfied" with their work. I did not sign it because I was not satisfied, yet the message to BB  says that I was satisfied- not true.
  
  Regards,
  
  *** Daily

  
  

  

  Business response

  05/15/2023

  We have been in regular correspondence throughout the month of April and May with Mr. and Mrs. ***** including an onsite inspection, phone calls, and emails.  In the hopes of expediting a final agreement, we are in the process of resolving his complaint directly between ** rather than work between our two legal teams.  Current resolutions include agreeing with Mr. ***** on a settlement for appropriate monetary credit for work completed, repairing his downspout, and continuing to inspect and repair any warranty concerns that have been brought to our attention.  For instance, he notified ** on May 13th that there may be a section of siding that has come loose when he noticed a bird was able to enter his attic space.  We will be inspecting that concern on Wednesday and completing that repair if our workmanship appears to be at fault.  We will update all parties once that repair is complete.  At that point, the only outstanding issues left would be to reconcile the final balance with Mr. ***** and have him sign off that his job is complete so that a warranty can be issued to him.  As we have already agreed upon a financial credit as he requested in his initial complaint, we would be of the belief that we've taken the action he felt was needed to resolve that complaint.  

  As we try to finalize resolution, I do think it is important to address a couple of concerns he raised previously:

  1-Mr. ***** previously questioned our qualifications as a restoration company.  It is accurate that we are a restoration general contractor.  Part of navigating fire restoration repair projects is using our training to help drive creative solutions in the hopes of delivering the customer a satisfactory project.  Regarding the fire damaged subfloor boards that are still within the home, it is approximately a 5 square foot area of subfloor boards that could only be accessed for removal by demolishing the wood floors on the second floor.  We were asked to find a creative solution to save the wood floors on the second floor above.  Both **** and Mr. ***** mutually agreed to fire clean and encapsulate that small area underneath the wood floor despite our preference to remove them.  At that point in the project, the belief was that the first floor drywall ceiling would enclose the joist cavity containing those boards and they would not be visible.  Unfortunately, a change order was requested later in the project to leave those ceilings open leaving that small section visible.  ************** chose to have his house rewired, an inspector pointed out those boards to him.  We agree that it is not ideal that they are visible, but they are not structural in nature and we were given in no indication that they must be removed.  Additionally, it needs to be noted that all other fire and/or smoke damaged wood was either removed, cleaned, and encapsulated as the scope directed and to the building department's approval.  As was acknowledged by Mr. ***** in our April 14th onsite meeting, leaving the small area of fire damaged boards was a mutually agreed upon solution.

  2-Regarding his concern about the warranty, I am not able to issue him an actual copy of his warranty until he legally agrees that his job is complete.  *** most common way to do so in our industry is signing a "Certificate of Satisfaction/Completion."  I notified Mr. ***** of that via email but he has not signed it.  I should point out that we are choosing to continue to inspect and fix his warranty concerns while we try to reconcile this issue with him.  *** hope is that we are demonstrating continued faith to address his concerns.

  3-I had hoped to speak with Mr. ***** about the semantics of the "Certificate of Satisfaction/Completion", but he is currently not willing to take my phone call.  He's made clear that he does not feel satisfied with our project, which I understand.  However, we do require that he signs off that the project is completed before issuing a warranty.  We've fulfilled all of our agreed upon conditions to do so at this point.

  4-Regarding the electrical work in our scope, we were only required to detach/reset outlets where drywall and siding repairs indicated that activity was necessary.  In good faith, we did give Mr. ***** credits for our electrical scope because he chose to have his home completely rewired.  We did not complete any new wiring throughout the home and no electrical inspections were required.  *** electric was tested and service was restored prior to our involvement on the job.  Because of the age of the home and the fact that it was under renovation with other contractors before and during our work, we expressed concern with getting involved with the electric outside of our limited scope of work.  We did not refuse to ask Mr. ******* insurance carrier to address the electrical work he desired, but it did not appear that there was grounds for coverage because they had completed a meghommeter test that advised that the circuits were in working order.  This allowed the power turned back on to the home after the fire but prior to our involvement in the job.  ***re was significant miscommunication through this portion of the job because Mr. ***** has had three adjusters on his claim.  We had correspondence with the first two adjusters while the work was ongoing to address many of the requests from Mr. ************ That being said, we've had little to no correspondence with his most recent adjuster as he was assigned to the claim after our work was essentially completed.  *** assertion that we refused to speak to him to approve the electrical work is inaccurate.  Mr. ******* previous adjusters had only approved a smaller scope of work, which meant that Mr. ***** got involved directly with his final adjuster to determine the coverage as our scope of work had essentially been completed.

  In conclusion, I bring up some of these points not to place blame but only to advise that there is more to the story than was previously shared.  As of today, we will continue to work with him to address Mr. ******* siding concern, reconcile our final balance, and have him sign off on the project so he can receive a hard copy of his warranty.

  Customer response

  05/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  **** left the job with charred floorboards -the anthesis of what a restoration contractor should do. The claim that the floorboards could only be accessed for removal by demolishing the wood floors contradicts the first building inspection. In that inspection and assessment of the fire damage, the inspector told **** (in my presence) that the need to replace the floorboards might not be necessary if after scraping some of the charr off indicated that the floorboards still maintained sufficient structural integrity.  **** now admits that they did not follow those guidelines. They wanted to replace floorboards in about half of the room, which seemed unnecessary.  We agreed that they would use odor ******ant everywhere in the house where smoke *** have permeated wood. I do not know now, nor did I know then what the term fire clean meant.  No one from **** discussed that with me and there was no agreement to encapsulate the small area that **** is referring to as if it was to receive separate attention that was different from the rest of the house with odor ******ant.
  **** issues a change order document on changes, which the customer signs. Contrary to what **** stated, there was no change order later in the project to leave the ceiling in the front living room open.  I signed five change orders and none of them were related to what the spokesman refers to.
  The respondent concurs, that it is not ideal that (the charred floors) are visible, but they are not structural in nature, and we were given no indication that they must be removed.  Since **** did not follow the inspectors guidelines that it might not be necessary to replace the floorboards if after scraping some of the char off the floorboards still maintained sufficient structural integrity, I question their view that the charred floors were structurally sound.
   **** representative states I am not able to issue him an actual copy of his warranty until he legally agrees that his job is complete.  This, however, is not a document that simply says the job is complete -by signing a Certificate of Completion/Satisfaction.  It would be disingenuous of me to sign such a document when I am not satisfied with the **** restoration of my property. In addition to this, my signature gives **** permission to share the document regarding my (alleged) satisfaction with their work to the insurance company as well as other organizations.  This would be a falsehood and could be used to mislead others about the quality of **** workmanship, which I will not be a party to. The **** spokesman says he understands that I do not feel satisfied with their work, yet, we require that he signs off that the project is completed before issuing a warranty  Their position to withhold my warranty was not stated in the original contract and is viewed as outright coercion/intimidation.
  I continue to be open to resolving these issues with **** but not by phone, since I have been misquoted before.  Their reluctance to communicate in writing concerns me. The impasse can easily be resolved however, by sending a simple Certificate of Completion for me to sign free of any references to customer satisfaction.
  
  
  Regards,
  
  *** Daily
  

  

  Business response

  05/25/2023

  This is to acknowledge receipt of Mr. ******* most recent correspondence to your office.

  While I was under the impression that we had reached a mutual agreement with Mr. ****** I was incorrect...  My apologies.

  I have reached out to Mr. ***** via email in an attempt to resolve this pending matter.

  Upon receiving a response from Mr. ****** I will provide an additional submission to your office.

  Thank you.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well first of all. **** and sons has caused me some health issues. They are the worst company to do any type of restoring my house back to normal and they are always making excuses as to why my house is not finished. They lie and break my personal items. It been 6 months and they tell me that the counter tops are not in. They work at my house half a**, they ordered the wrong cabinets. My house is in disarray because they dont do theyre job. It shouldnt *********** months to get my cabinets in. They supposedly ordered the countertops from Menards and I called and they have no information on my countertops. I have a 93 yr old father with anxiety dementia and has had several strokes, plus diverticulitis and this has amped up his and mines anxiety.

  

  Business response

  11/15/2022

  This is to acknowledge receipt of *************************' complaint.

  It is our understanding that ************** is the daughter of *********************, and resides at the property in question, which is owned by ***************

  Upon receipt of this project, we were specifically advised that ************** is not to have any interaction in this matter, as all must go through ***************

  Due to the damage sustained from the water loss and not having the use of the kitchen and laundry room, we recommended that no-one reside in the dwelling until the necessary repairs are completed.  However, ************** continued to reside in the dwelling.

  We have done everything we can to assist by completing the repairs in the kitchen and laundry room, so the home would be livable.

  We have installed temporary countertops while the new tops have been on order, which is the final pending item of the repairs.

  Unfortunately, the modular cabinetry are not a typical size and had to be special ordered as well.

  We are not aware of any personal items that were broken, as this is our first knowledge of same.

  While ************** advises that it has been six months.  However, this project was started on September 13, or one and a half months ago.

  We are continuing to check on the pending countertops regularly and are prepared to install them upon receipt.

  We have been in contact with ************** regularly and continue to work with him until his project is concluded.

  If you have any questions or require additional information, please contact our office at your convenience.

  Thank you for your assistance in this regard...  It is greatly appreciated.

   

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original Call I 5/2/2022 for emergency water cleanup in basement. Cleanup went smooth so we hired them to complete construction. We are going on 4 months in on the construction phase and are no closer than when we began. Painters and drywall/baseboard installation came first, damaging existing drywall, light fixtures and paint. We were told this would be fixed. Carpets were installed next only to be told the baseboards were not installed correctly. All baseboards moved again and carpet tucked. Either the carpet was cut too short or the baseboards are now too high. An additional team and multiple meetings have happened to get to the bottom of this, but no real action. I was told a master installer could absolutely fix the issue so we again took time to schedule. After looking at it, he immediately said it could not be fixed by just pulling the carpet. After connecting with the construction manager again, our only option has been to try to pull the carpet-which their installer clearly stated it would only be a band aid and baseboards needed to be moved again. We were clearly lied to and it appears they are willing to cut corners to be done with us. I've attempted to contact them multiple times now for additional resolutions with no response. We've paid them 1/3 of the approved insurance amount. I am now not comfortable with them in our home to be honest as this has been months of time lost. I'm okay with finding new contractors, however, we will need compensation to fix the items they broke including our wall sconces, wall and ceiling paint (everywhere) and baseboards. It is very discouraging having to come here to even get a phone call back. Unfortunately we will not be recommending **** to our clients going forward as well as family and friends as basic customer service of communication cannot be trusted with them.

  

  Business response

  08/19/2022

  This is to acknowledge receipt of ****************************** complaint of 8/17/2022.

  First and foremost, we offer our sincere apology to **************************, for failing to meet her expectations, with regard to her project.

  It is my understanding that we have previously ordered four wall sconces for matching purposes, for the sconce that was accidently damaged.

  It has never been a practice at **** + Sons to cut any corners on any project we complete.  We stand behind our work, just as we have for the past forty years.

  Our intention is to repair the property to its pre-loss condition, or better.

  We have contacted ************************** this week and have agreed to address each previous repair concern she has and attempt to complete any necessary repairs next week.

  If you have any questions or wish to discuss this matter in further detail, please contact our office.

  Thank you.

  Customer response

  08/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The ** did call Thursday 8/18. I was promised a call back that day for scheduling and the plan was that it would be completed this week. I did not hear from him Thursday or Friday at all. I texted for an update Saturday as we cleared our weekend for them. I received a response that they were still working on scheduling. Have still not heard anything. Their claim to you was the same to me, but no action has actually been taken to resolve these issues. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************************
  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a down payment of $4796.32 on 4/18/22 for **** and Sons to start restoration work on my home in relation to a leak that travelled. They did not come out to start the work until 5/20/22 and I've had communication breakdown between myself and my project manager multiple times. Currently, I'm dealing with additional damage having been done to my home, extremely shoddy workmanship, and difficulty even getting **** and Sons to complete the work properly. I have been living out of my garage during this entire debacle. **** and Sons sent me a "final invoice" on 7/6/22 even though the work has not been completed and they've refused to give me an itemized **** for that invoice but agreed to hold off for now. I did a full bathroom remodel and the wall mounted sink (up less than 3 weeks) WIGGLES and isn't functional. My project manager's manager, Jarren, came out and found this during the walkthrough inspection on 7/27/22. The drywall behind my toilet is bowed outwards, toilet tank lid is damaged on the back, and "floating floor" isn't level. My glass shower doors are still on crooked and don't close properly due to poor installation. My dispute is that the work done is unacceptable and I am only reaching out to the BBB as I have tried numerous times to get **** and Sons to fix the work the initial contractor did but while they do have a new contractor out here as of 8/8/22, I feel that it will likely be the same issue. The project manager, ***********************, states that no tobacco was used in my home today 8/8 but I've already seen 2 packs of chewing tobacco in the trash and my house reeks. These people have no sense of respect for property and I have no mental energy left to try and babysit them in-between my work hours. They keep blaming "dry times" of the plaster as well as ****** for the bulk of the project delay..but it's been 3, 3.5 months since this project began. Please help me as I don't know where else to turn. I need a set timeframe for the work to be done right.

  

  Business response

  08/11/2022

  This is to acknowledge receipt of ****************** complaint.

  Since the filing of this complaint, we have been in contact with ************** and have been working on correcting any deficiencies.

  ************** has advised that the corrective repairs thus far, have been to his satisfaction and we will continue in this matter until all work is performed to his satisfaction.

  We will again provide ************** with the billing itemization, referenced in the complaint.

  We have also addressed the communication breakdown with the Project Manager.

  While we do have a non tobacco policy at all project properties, we will certainly address this matter with the Subcontractor immediately.

  Going forward, we will communicate with ************** and complete his project repairs to his satisfaction.

  If there are any questions or to discuss this matter in further detail, please feel free to contact me at our **************** at your convenience.

  Thank you

   

   

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Needing work completed...they have promised dates that have not been kept...over 60 day due...

  

  Business response

  08/08/2022

  This is to acknowledge receipt of ********************** complaint, on behalf of *****************.

  Unfortunately, this project has not yet been completed and we sincerely apologize for that.

  However, we have been in contact with ****************** and have informed him that the project will be completed by the end of this week.

  If you have any questions or wish to discuss this matter in further detail, please contact our office at your convenience.

   

  Customer response

  08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Fall ***************** Of ******
  

*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. ↩