Complaints

• Initial Complaint

  10/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The vendor was called to the unit due to water mitigation. This vendor has took advantage of me; it took them six month+ to complete repairs because the owner, Luis S******, knew that I was out of state. Besides the fact that he was malicious, rude, and unprofessional, he failed to perform the duty he was hired to do: He has installed a different sized vanity in my bathroom! so there is a huge, and visible gap from the wall to the vanity. When questioned about this-his response was: "you selected the option from the options we gave you." I had no idea that his unprofessional options included a different sized vanity. I trusted this vendor and trusted that he actually OWNED A MEASUREMENT RULER to measure the replacement vanity. Needless to say, he has lied to me. He did not install a faucet stopper like the previous faucet I had The sink and the mirror touch each other so you can't even turn on the water. Luis claimed that he was doing me a favor as he provided me with a discounted countertop. This man is lying and is a con artist. He provided me with the cheapest option he can find and installed it. My bathroom vanity looks so bad as a result. And worst of it all-they have installed new floor on top of a leak! when I went inside the apartment for the first time to check on their work, I stepped on the floor and there was gushing water that came out of there. I have a FULL VIDEO and pictures to depict all of this. When I called Luis, the first thing he told me: what did you do?! He knew exactly what he did. He was trying to get more money from the insurance company. He knows how the system works-as he told me in previous conversations. The bathroom door needs to be replaced as a result of the water leak. It doesn't close as water expanded the wooden door. ProServices failed to replace the door. Overall, dealing with ProServices was the worst experience in my life. They are dishonest and their job is very unprofessional and incomplete.

  

  Business response

  10/27/2022

  Business Response /* (1000, 6, 2022/10/17) */ This client has filed this complaint after our public response on 10/14/2022 to a ****** review where she continues to defame our company as she is trying to do here with this complaint. We have photo documentation as well as moisture readings, signed contracts, signed documentation of the choices they made for the materials installed in the home and signed Certificates of Satisfaction/Completion for all the work completed. We will provide all this for the BBB's review. We were hired by Mrs. **** to mitigate a water damage in her rental condo. The damage was caused by another unit and this was a liability claim through a third-party insurance. The delays on the project were not due to Pro Services not completing the work, but to the complexity and lack of payment from all parties involved. Their personal insurance for the condo denied liability and completely washed their hands on this claim. The other unit's insurance would not work with us at all even though they were liable for the damages and their response was that they could not communicate with us. There were several difficulties with the tenants, lack of payment from the tenants and refusal to pay from Mrs. **** and the insurances involved. The multiple tenants in the condo required full pack-outs, this was a lengthy process as well as the insurance companies were not willing to take responsibility. We understand that when the unexpected happens, not everyone can afford to go out of pocket for damages. We explained to Mrs. **** from before work began that our contract indicates that we work for her and not her insurance or any other party involved. At Pro Services we made the effort to work with her and the insurance that accepted responsibility for this liability claim as we waited for payment, but as a small business and as stated in our contract we could not finance the entire project, from mitigation to reconstruction and to include work related to the tenants. This is why we were left with little to no choice to follow our contract terms and stop work until some kind of payment arrangement was made. Unfortunately, to this date the account continues to have an open balance and the account is set to be sent to a collection's agency. As for the materials used in the condo, they were not selected by Pro Services. All materials were hand-picked by Mrs. ****. We have the signed authorization for materials choices. The client chose to upgrade to a stand-alone vanity instead of a standard built in vanity like the condo previously had, this is why there are minimal gaps on the sides. The vanity's faucets were also selected the client. She was given choices within her price range and provided options that would fit. She was informed that her vanity was higher and she needed smaller faucets than the ones originally selected or to have the mirror installed at a different height. She chose to replace faucets and signed two forms for this change. The faucets and the countertop for the vanity were not covered by the insurance. The only item covered by the insurance was the damaged frame of the vanity. We replaced and included at no additional cost the entire vanity with a granite counter top. She did not want to go out of pocket for new faucets and asked that we install the old ones. We explained that the old faucets did not fit the new vanity pre-drilled holes and provided her the option to install the countertop she previously had and reinstall the same faucets, but we recommended the faucets to be changed due to the age and pre-existing damage. Since they were not covered by the claim, we even provided a discount on the price to replace the faucets. The mirror was never removed during mitigation. This was all explained to her and we offered to remove and reinstall at a different height, but she refused to pay for the additional cost non covered by insurance. They requested a walk-through, which was scheduled with our general manager and owner, Luis. They came back to the state for the scheduled walk-through, but where no shows to the inspection. After we contacted Mrs. ****, she said the husband was napping and would contact us later. They never called us to reschedule. At that time all work was complete except for some minor touch ups and final cleaning. They inspected the property that Saturday on their own and called our office after hours claiming that there was a leak. We inspected the condo that same Saturday, took moisture readings and at the time of our inspection we found no standing water or moisture in the structure. At the time of the flooring install, there was there was no standing water or signs of moisture. Aside from moisture testing, we performed a water test and checked the vanity's plumbing and the laundry's and found no leak or water anywhere, but for their peace of mind we left drying equipment running that would have dried any moisture that may have been present. We documented that visit with moisture readings and pictures, and did not charge for our time or our equipment. They did not bring any other concerns to our attention that day or any day thereafter. Also, the vanity and faucets, where already installed at the time of their inspection and they did not mention anything that was not to their satisfaction. They later sent a representative from the property management company to complete the walk through with us and the husband was present via video call. After all work was completed, Mrs. **** requested additional pictures and proceeded to sign a Certificate of Completion and Satisfaction. All work was under warranty and any valid claims pertaining to the work completed would have been addressed at no cost to them. Work was completed July 7th and they inspected the property twice, once themselves and another time via video call with the property management company present before signing a certificate of completion and satisfaction on July 17th that would release final payment to us. We will attach the signed certificate of satisfaction. We will also attach all the signed forms for their material choices. Please note that we do not price our own work, we use Xactimate pricing software that it's industry and insurance approved, we can provide estimates if needed. Also, the materials were all from the allotted allowances per the insurance guidelines. I will also include pictures of the work completed. If there's any questions or you need additional documentation, we can provide upon request. Consumer Response /* (3000, 8, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company has not addressed any of my concerns. Their response was emotional and not fact-based. I have actual videos depicting all of their errors and lack of professional work. Unless the company is suggesting that "I have removed all new floors, and dumped water then re-installed brand new floors" which sounds absolutely ludicrous, you can clearly see from the videos I have attached gushing water coming out of the bathroom floor that they have just installed. Simply wiping it does not clear it. Furthermore, I have attached the certificate of completion repairs that they are referring to. I would like to direct you to page two where I have stated: "I wouldn't recommend this company to my worst enemy and I am only signing this document to get rid of." I have PTSD with this company. Their treatment and lack of accountability is astounding. Additionally they are threatening to forward the $100 debt to collection, which sounds hysterical and I am definitely appealing it and contesting their work if it comes to that. The company owes me a recompensation for the vanity and faucet work. I will repeat once again: the company provided me with couple of options for vanities-I was not INFORMED or AWARE that it was going to be a completely different size from the one I have. Based on their "professional experience" they should not have deceived me and lured me into purchasing an off-the-wall vanity that does NOT fit my bathroom! to say the least, they should have informed me of their miscalculation.

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