Complaints

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In February 2024, we had an issue with water damage and had Jolly Restoration complete some work. We still need drywall and painting completed. They have been very unresponsive or slow to respond to me and our claims agent. It has been two months, there are still issues to be resolved about their estimate and they are not responding.

  

  Business response

  08/09/2024

  
  In response to the complaint from *****, ****** – I show her account paid in full and her Mitigation is completed.  The date shown for completion is Monday, February 19th, 2024.  Final payment was received on Thursday, March 7th, 2024. 
  
  An estimate for the repair was sent several times to both ****** and ****, and as you can see from the attached screenshot, those estimates were opened, but we never received an approval through our system.  I won’t argue that there might not have been a phone call missed, but as you can see from the screen shot our system declined the estimate through “Pipeline Automation” on Sunday, April 14th, 2024 at 405p.  This is automated, and only does this after 10-14 days depending on the size of the scope of work. 
  
  Please note that the screenshots also show where both customers had opened the email to view the content, but never approved the work. 
  
  I am not trying to blame the customers for everything, I am just showing you what I can. 
  
  I would be happy to work with the ******* if they are still interested, and would honor the price originally offered in April as long as the scope of work hasn’t changed.
  
  Please feel free to contact me directly on my cell Monday through Friday, 6a-430p.
  
  Thank you very much,
  
   
  
  Jason
  
   

  Customer response

  08/15/2024

  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. 
  
  Regards,
  ****** *****

  It should be noted that after several months of trying to reach and work with jolly, I did not accept their final quote offered and chose another company but I lost faith in their ability to respond and do business in a timely manner. Overall, it was a frustrating and disappointing experience. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In good faith, I hired Jolly Restoration to clean up a major water issue in my condo. I paid a large amount of money for services which were not completed. I had to hire a different restoration service. After the initial work, no interaction occurred. They now will not simply submit mitigation packet to my insurance after multiple attempts on my and my insurance attempts.

  

  Business response

  03/15/2024

  This has been passed on to Jolly Cleaning and Restoration's Director of Ops who has assured me he has been in communication. 

  Customer response

  08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, re****s for rejection are included below.
  

  Most importantly, personal info was included which is prohibited. Next, the first I knew of any invoice was via this response after receiving the last invoice in February. Thus misstated. The primary issue is communication which to date has been nothing aside from invoice. Numerous calls and emails were sent with no response to date. Clear message- I want to pay invoice after my questions were answered. To date nothing. Insurance rep received same treatment as I from the mitigation area of Jolly. I still have questions and contests some charges even though I paid after multiple threats to my account. I’ve had to drive to the main office and wait in their social/party room to speak to an assistant who took my money. I wasn’t permitted in the office area. PLEASE respond to my inquiries.  My bill charged for tasks not completed.  Quite unprofessional and suspicious given not chance to ask questions.  Even the community is amazed of how I’m being treated. My diagnosed depression and anxiety is off the charts do to this treatment of inaction.  My insurance refuses to process anything for me as their outreach if questions of charged unperformed tasks cannot get a response from Jolly.  My health has been exasperated along with my faith in business. All I need is 15 minutes of a live professional Jolly employee to speak with me for health, insurance, and billing issues. I don’t think that is asking much with a $4000 bill.   
  

  Regards,

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

  

  Business response

  12/17/2024

  I wanted to update you on *******, ***** from our end.  Mr. ******* came into our offices yesterday and paid his balance in full.  I don’t believe I missed any correspondence from you – but usually we get a response stating that the complaint is closed, or that there is something else to respond to.  Compared to his previous message, Mr. ******* was very complimentary of our efforts when he spoke with one of our team members, Erica. 
  
  
  If you have any other questions, please do not hesitate to reach out at any time.
  
  Thank you,
  
   
  
  J****

*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. ↩