Complaints

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the restoration and repair work conducted by TYL Restoration and Remodeling Inc.(TYL), as outlined in our contract dated October 5, 2023. The agreement was for TYL to restore my kitchen ceiling due to water damage caused by the A/C unit compressor, which resulted in extensive pre-loss conditions.On October 16, 2023, after numerous missed and rescheduled appointments by *************************, TYL project manager, one of his assigned contractors, Gani, was retained to perform the restoration. The restoration needs to be completed and meet the agreed-upon standards. Despite the passage of time since the commencement of the project, several outstanding issues need urgent attention:Unaddressed Cracks: The ceiling continues to exhibit noticeable cracks that should be repaired as part of the restoration process. Unfinished Texture: The raised painting textures still need to be completed, detracting significantly from the overall appearance of the ceiling.I called Mr. ************************* on the morning of October 19th to advise the paint color needed to be corrected and the textured design required to be completed or attempted in any manner. ****************** agreed to inspect his contractors work and make any necessary adjustments. Upon Mr. ******** inspection, he agreed the paint color was incorrect and that another contractor on ***** team would come out to fix the ceiling. A crew member from ***** team finally returned two weeks later to repaint the ceiling and add the texturized pattern. The paint color and texturized pattern were correct. However, cracks were left un-caulked and painted. To date, this matter still needs to be resolved. This complete work needs to be more satisfactory and fall short of the expected outcome outlined in our contract. As a result, I request that TYL take the necessary steps to rectify these issues promptly and that repairs be made, restoring the ceiling to its pre-damage condition as promised.

  Business response

  01/12/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience or dissatisfaction you have experienced with the restoration work conducted by our company. We take customer feedback seriously and strive to provide the highest level of service and quality workmanship. 
  
  In order to address your concerns and rectify any issues, we would like to schedule a meeting with you at your earliest convenience. This will allow us to assess the situation firsthand and discuss the specific problems you have encountered. Our goal is to ensure that you are completely satisfied with the final result of the restoration work. 
  
  
  Thank you for your understanding and cooperation. We look forward to hearing from you soon. 

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