ComplaintsforAtlanta Fire & Restoration Service, Inc.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Atlanta Fire and Restoration was paid in July 2022 to complete repairs from water damage. They have not completed the work, has scheduled work then not showed up, will not return phone calls, etc. Cannot get anything but excuses or times that they just fail to come.

  

  Business response

  04/21/2023

  I do apologize for the delay in this response, as I thought it had been handled. ******************* issued have been resolved and her project was finished to her satisfaction.

  Customer response

  04/21/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company took 6 months to finish my hardwood floors. They did not do a good job. Parts of the floor are very bad. They have attempted to fix once, but also did not do a good job. They are threatening to *** for payment even though they are not finishing and fixing my floor.

  

  Business response

  11/08/2022

  Mr. ***** floors are pre-engineered floors which have been inspected by the original installation company and a third party non bias flooring company. Both have confirmed that the flooring was installed properly and presents no issues. Mr. ***** biggest complaint was the flooring showed knots and was not level in the pantry area. The attached picture shows the area he states is unlevel, is actually level. The prefinished flooring comes in a box from the factory and Atlanta Fire and Restoration has no control over the product itself. This is a real wood product that by nature has knots in it. Mr. **** choose this product for his home. If Mr. **** would like to file a warranty claim through the manufacturer, Atlanta Fire and Restoration will be happy to assist him in that process.  

  At the time of this complaint Mr. **** owed $14,000.00 for services rendered which did include the flooring amongst other repair items.  

   

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid $192k approx for restoration of my house after a fire February 5 2021. We were given multiple completion dates beginning with Jun 2021 but are still not home. I understand supply chain problems but ********** and Lowes have everything needed. Whole houses have been built in our area during this time, so labor must also be available. We have often gone months with no work being done. Some items they were contracted to obtain-- we did with promise of reimbursement, including utilities and appliances, but they still owe us. They did not pay a subcontractor in a timely fashion and still owe money even though they said they would pay him after we paid them a partial payment. They did not. They usually do not respond to contacts but sometimes do so rudely. Their last said I should tell anyone I contact that State Farm owes them for code upgrades. When we first met with ******************* told us that code issues would not be a problem and that they would handle that. Now they seem to be using this issue as a reason not to work at our house. We have been asked to accept substitutes because they did not order what we requested when they told us to shop and we sent they item numbers and links. State Farm is balking at the cost of our case, partly because we have been in a budget hotel at $350 a week this whole time. We want to go home, but ATL Fire is not helping us.

  

  Business response

  10/21/2022

  Customer is correct their loss happened on 2-5-2021, however our company did not go under contract until 6-17-2021. The initial required payment wasn't received until 7-16-2021. No work was scheduled or started until the initial payment was received. The customers repairs were very extensive including removing and reframing the entire roof structure. The interior of the home was also gutted, and a good portion of the floor system had to be rebuilt. Due to the age of the structure the entire home had to have the ***** Electrical and Plumbing gutted and reinstalled. There were several requirements the City of ****** required as to bring the home up to the current building codes due to safety concerns. These were documented and approved by the initial adjuster for ********************* However, since that time State Farm has transferred the claim to at least three new adjusters and now the latest one has become unresponsive in the matter of paying for the required code upgrades demanded by the city. Although the customer has received the full benefit of the upgrades, they are refusing to assist in the collection of our incurred expenses for code upgrades from State Farm. Stating that the issue of payment is between us and State Farm although they personally received the benefit. The Customers second draw was invoiced on 1-17-2021 and was received on 2-4-2021.  This halted work as it took a month to receive the payment. Other delays were such things as preapproved cabinets and color choices were questioned once installed, stating the color variation from the picture was different from the chosen one and knots in the real maple hardwood cabinets. Customer refused to accept for over a month and threatened legal action so work was again halted until a resolution was reached. In the end the customer received twice the linear feet of cabinets as originally in the home and kept two cabinets that were replaced with lazy ***** style corners. The third installment of four total was invoiced on 8-4-2022 and received on 9-15-2022. Again, a month delay in work due to the slow payment by the customer. Three months of delays due to payment and/or retractions on approved choices by the customer. Additionally, customer is blaming our company for the initial five months that we were not under contract nor had received payment on. So, a total of 8 months can be attributed for slow contractual payment from the insured or merely that we were not even contracted on the date of loss stated by customer for dramatic purposes. 

  The subcontractor in question hasn't been paid their final invoice as their scope of work has not been completed. The payment request was for a final payment of 100% of work being completed. This invoice was sent prematurely as the scope of work is only about 90% completed. 

  Our company has tried to supply every chosen item the customer has requested. However, some items could not be located or were back ordered due to supply chain or material delays. Also, choices were made very early in the claim and at the time of need, items were no, longer available 

  This claim has also been during the pandemic were sub-contractors, suppliers and employees were affected causing delays. 

  Atlanta Fire and restoration is not a perfect company, nor would we ever say that we have not caused delays on this claim by our on doing as well. 

  Customer response

  10/23/2022

  Customer is correct their loss happened on 2-5-2021, however our company did not go under contract until 6-17-2021.
  LR: I never said that Atlanta Fire was on the job since February 5. The issue is that I am in a motel eating up my insurance coverage for additional living expenses while Atlanta Fire sometimes goes multiple months without working on our house.  There has really been no work on our house since before the last payment to them.
  The initial required payment wasn't received until 7-16-2021.
  

  LR: My document deposits and creditswith screenshots of my bank statement shows that we made two payments of $49999.99 on June 18 by ACH. Atlanta Fires system would not take a $50K payment. There was a delay from their office in sending the last invoiced for the $1127.17 but it was paid when I got that email June 30.
  

  No work was scheduled or started until the initial payment was received. The customers repairs were very extensive including removing and reframing the entire roof structure. The interior of the home was also gutted, and a good portion of the floor system had to be rebuilt. Due to the age of the structure the entire home had to have the ***** Electrical and Plumbing gutted and reinstalled. There were several requirements the City of ****** required as to bring the home up to the current building codes due to safety concerns. These were documented and approved by the initial adjuster for ********************* However, since that time State Farm has transferred the claim to at least three new adjusters and now the latest one has become unresponsive in the matter of paying for the required code upgrades demanded by the city. Although the customer has received the full benefit of the upgrades, they are refusing to assist in the collection of our incurred expenses for code upgrades from State Farm. Stating that the issue of payment is between us and State Farm although they personally received the benefit.
  LR: ******************* personally told us that Atlanta Fire would handle the issue of code upgrades. We have received no paperwork detailing these and are unable to communicate with specificity to State Farm, but we have contacted them many, many times.  This is between Atlanta Fire and State Farm because I do not know anything about codes; Atlanta Fire does, and **** said that he would handle this issue. My document texts about code upgradesdocuments my having communicated with State Farm. Both State Farm and Atlanta Fire have stated that they have had trouble communicating with one another. I have had that problem myself. Notice that the contract I signed with State Farm mentions nothing about my having to negotiate further payment from State Farm for anything. We have paid all but just over $10K dollars of the contracted amount,which is due upon completion.
  

  The Customers second draw was invoiced on 1-17-2021[LR: contract--June 2021]  and was received on 2-4-2021.  This halted work as it took a month to receive the payment.
  LR: State Farm did not give us $200k all at once. They gave us a second check on February 3, 2022, and I wrote Atlanta Fire a check that same day. I have no previous experience with a homeowner claim, but Atlanta Fire should know better than I that the company does not pay 100% up front. I know that in May 2021 Atlanta Fire was on the State Farm list of recommended contractors, so I assume they have done jobs paid for State Farm before.  I cannot produce $50k without having received that money form State Farm.
  

  Other delays were such things as preapproved cabinets and color were questioned once installed, stating the color variation from the picture was different from the chosen one and knots in the real maple hardwood cabinets. Customer refused to accept for over a month and threatened legal action so work was again halted until a resolution was reached.In the end the customer received twice the linear feet of cabinets as originally in the home and kept two cabinets that were replaced with lazy ***** style corners.
  LR: I had asked that **** arrange the meeting with the cabinet person when I could get off work.  He did not. My husband had to meet them, and the person suggested a wood choice to replace our own.  He only had a picture. My husband shared that electronically. The installed cabinets were significantly different from the picture, and the cabinet guy, when he met with us later, conceded that the cabinets installed were much darker and less smooth that what we picked. By the way, ******************* has sent us to home improvement stores to pick things out repeatedly and then either did not order them or lost our communications about them. The lazy susans and the two removed cabinets were concessions the cabinetmaker made to appease us.
  

  The third installment of four total was invoiced on 8-4-2022 and received on 9-15-2022. Again, a month delay in work due to the slow payment by the customer.
  LR: We had a delay in getting funds before the third payment to September 12 and paid Atlanta Fire on September 15.
  

  Three months of delays due to payment and/or retractions on approved choices by the customer.
  LR: It is October 23. No work has been done on our house since before the last payment, September 15/
  

  Additionally, customer is blaming our company for the initial five months that we were not under contract nor had received payment on. So, a total of 8 months can be attributed for slow contractual payment from the insured or merely that we were not even contracted on the date of loss stated by customer for dramatic purposes. 
  LR: I do not think I am being dramatic when I express distress at having lived in a budget motel with one room and no cooking facilities for nearly 21 months. I am not blaming Atlanta Fire for the months they were not under contract. We initially tried to use ServPro at the recommendation of State Farm.  They moved out our things into storage and then told us they could not do the restoration. We then contacted State Farm and got the name of Atlanta Fire. We were told that we could go through State Farm to hire them and that State Farm would do the negotiating. When we met with *********************** and then *******************, they suggested that going through State Farm would mean unnecessary administration and that State Farm would only restore our house to its prior condition, but if we dealt directly with Atlanta Fire, we would get a better outcome with bonuses and Atlanta Fire would handle any building code issues.  I believe this was a mistake, but we were **** enough to believe them.
  

  The subcontractor in question hasn't been paid their final invoice as their scope of work has not been completed. The payment request was for a final payment of 100% of work being completed. This invoice was sent prematurely as the scope of work is only about 90% completed. 
  LR: The electrician continually contacted us about payment. This is an issue for Atlanta Fire. We just want it resolved.**** even chastised us for talking to the subcontracted crews on the job rather than to him directly, even though, as the sample of texts I have attached,demonstrates that he was commonly unresponsive to our attempts at communication.  If necessary, I can  provide copies of all texts and emails, most of which went completely unanswered.
  

  Our company has tried to supply every chosen item the customer has requested.However, some items could not be located or were back ordered due to supply chain or material delays. Also, choices were made very early in the claim and at the time of need, items were no, longer available 
  LR: ************* ******************* told us to pick out specific items and we believed he would go ahead and purchase them because we believed that he sent us shopping because he was ready for the items. Much later he would inform us that they were back ordered. We live over an hour from the home improvement stores in Augusta. I work full time.
  

  This claim has also been during the pandemic were sub-contractors, suppliers and employees were affected causing delays. 
  LR: I could send you photographs of several two-story houses built from the ground up in ******* and ********* Counties while we have been waiting for a restoration. The house has been nearly finished for months, but **** has been using the excuse of plumber scheduling since early August to explain a lack of work on our house.
  

  Atlanta Fire and restoration is not a perfect company, nor would we ever say that we have not caused delays on this claim by our on doing as well. 
  LR: Atlanta Fire owes us for propane tank and line installation, electricity service pole, water bills, several appliances.He told us he would reimburse us but did not.  Our original adjusters estimate included Total Amount of Claim if Incurred $202,254.30, the exact figure used on the estimate from Atlanta Fire and Restoration. Yet several items on the State Farm estimate were not done.  ******************* told us on our initial meeting that a French drain to correct leaking under an exterior door,all around gutters, and granite countertops would be covered. He was the one who suggested removing a wall and adding counter space in the kitchen, all at no additional cost. He said that code upgrades would be folded in with no problem.

  
  

  

  Business response

  12/20/2022

  The ****** were given a timeline of completion and advised no concerns with such. State Farm did issue a $23K check for code upgrades which the ****** appear to be retaining instead of forwarding to our company since these upgrades have already been completed. The ****** have also terminated the contract without following the signed procedure of third-party arbitration, which is clearly stated within the document. The ****** typed the termination letter on December 4th, allowed our workers to perform work on the home on December 5th prior to us receiving the termination letter on the December 6th. We are still owed roughly $5k from the original contract, the $23k for code upgrades and approximately $75k for items missed by the original estimator for the project. This matter has now been turned over to our legal counsel which has already filed a lien on the property in question and a pending lawsuit is also being established. 

  We ask that the complainant issue payment for the code upgrades and the balance owed on original contract minus the final payment for the electrician in which they handled. If this is completed the lien will be released with the understanding that if and when the approximate $75k owed by the complainant and State Farm shall also be turned over to Atlanta Fire and Restoration upon receipt  

  If the complainant doesn't wish to conclude this in the manner proposed I ask that BBB close this file from future responses as it has become a matter to be settled in court. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Atlanta Fire And Restoration services *** in January of 2022 in which they were recommended by my insurance company Travelers. The timeline given was 3 months my home would of been ready but its now Aug 8 th and my home is still not at a 100 percent. Ive made the company aware of every issue in my home. Ive been charged for services in which service was never rendered. I was charged an obscene amount of money but got nothing but ***omplete or half done work. I was charged for ductwork replacement and removal in which never happened. I paid for ceramic flooring to be installed in which was installed ***orrectly. *** dealt with **** as my project manager and then *** another manager with no success. I was charged ****** dollars in paint in which I only received one coat, one paint color and the paint job looks awful. I had several item broken like bathroom vanity in master bedroom and it was never fixed. I received a broken window in the kitchen in which they never fixed. I was charged for siding that was poorly done in a spare room. They charged me cleaning fees in which no one cleaned my home I had to do so myself. It took 6 weeks before I had a kitchen available to me. My cabinets was damaged and I have every reason to believe that my countertops are not truly granite that I had prior to the fire I experienced. *** made several attempts to get issues fixed and work completed in my home. All Im being asked is for more money in which I dont understand why because I gave them ****** to start in March 2 but they never started on the house until my move in date which was Jun 15 th. Over all to date Ive paid them 56, ****** for services in the high Ive never seen an invoice or receipt for anything nor has my adjuster. I never received an humidifier for the smoke smell. I was charged for hvac work in which they didnt fix but I had a company to fix outside of them. I was charged for a pressure washing never happened. I was charged for new smoke detector.

  

  Business response

  08/14/2022

  Although I do understand ************************ frustration I would like to respond with the following statement.  The completion date's to any job are stated as best guess scenarios as today's environment of lacking building materials and labor present a very serious issue with performing task in a timely manner. The payments ******************** speaks of are contractual installments based on stages of completion as stated in the contract. ************************ mortgage company has not released monies provided to them by ******************* in a timely manner which has contributed to delays with this project. We have finally received the final portion of the third draw on August 10th, which was due over a month prior. I believe it is extremely unfair to solely blame our company for all of the delays in this project. However, I will state that we have experienced several delays on our end with materials and subcontract labor which have lead to delays on our end. 

  ******************** has been informed that any and all work not performed by Atlanta Fire and Restoration would be credited within the final invoice of her project. Again, we understand ************************ stress and frustration after her traumatic house fire. We will continue to work with her to bring her claim to a successful completion and verify that she is not being charged for any work not being completed by our company. 

  Customer response

  08/14/2022

   
  Complaint: 17688903
  
  I am rejecting this response because: In the statement Atlanta Fire and Restoration still didn't give a time frame of when the project would be done. I heard them state at the final invoices thing that wasn't  done would be credited but what about the things that was poorly done. Would I be issued a credit for my kitchen floor. When will the kitchen window be fixed. I get the delay in material issue but that was never the issue in my project it was the lack of labor. A worker never entered my home until June to do simple things like do the sheet rock for the ceiling and walls. I too work in a business where I'm  offering a service so anytime I have labor issues, supply problems or anything we communicate that with the client but we still have to run a business which require higher management  to come out to make sure everything gets properly done. They never had any sense of urgency to start nor to finish  because I'm still without a dishwasher and I still have blue tape in spots that *** stated that he would have fixed and that hasn't  been done. Money can only be disbursed when percent of work is completed.
  
  Sincerely,
  
  *********************************

  

  Business response

  08/22/2022

  We are working with the ******************** to remedy her concerns. All issues and concerns that we have been made aware of are either being resolved or a plan to resolve has been made. She is working through the issues with her new project manager ***************** and he has communicated this to the customer. We hope to have this project back on track and completed very shortly. 

  Customer response

  08/29/2022

   
  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.
  
  Sincerely,
  
  *********************************

*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. ↩