ComplaintsforPlatinum Level Restoration, Corp.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern, we had a claim approved for siding and roof the adjuster said it was going to be 5-7 weeks out this was back in March. Paperwork was all approved on April 1st .. they have Recieved money from insurance already.. its August 16 2024 he keeps giving us excuses because he cant come everytime we call he says next week and next week its been about 4 months or so since we signed he contract I just want them to complete the job or give us the money back to look for other professional roofers thank you for your time

  

  Business response

  08/19/2024

  Hello **************,

  I am so sorry for the delay. We have to complete your entire job no later than September 21st. Your permit was applied for today and we should have it posted within ***** hours. Once that is issued, we can set up an ice and water inspection with the village. ***** will have a date for you then. After the roof is installed, we will continue with the siding and then the gutters.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has failed me, since October 2023 they came for the check for $27,000, plus $1,000 deductible. They told me that in 2 months they would return to put on the roof of my house, the siding, and the gutters of my house. Then they told me that it would be better in March, because it is cold in January. They didn't come in March. Then they said in April, and they didn't come, then they told me at the beginning of June and they didn't come either, in that period of time they no longer answered the phone, I called them every day and they sent me to voicemail to leave a message. But they never return my calls, I send them texts every day and they didn't come either. Then they answered again and told me that they would come on July 10, 2024. That they would now. That it was because they had a lot of pending work. Well, again they didn't come. They told me that they would come on July 30th and if not they would return my money but again what do you think they did not come. They told me that on August 3rd. They did not come. This has exhausted my patience. They have already been paid and they do not want to do the work for me, today is August 5, 2024 I called them around 3 in the afternoon and they told me that they would call me back later. .. They have not returned my call, it has almost been a year since they were given the money and they do not want to do the work for me. I am talking about the PLATINUM LEVEL RESTORATION company. I live here in ******, IL Well now I hope that they give me my money back. to find another company to fix my house. because they are not capable of fulfilling the contract that we signed. we are going to file a lawsuit. and we are going to report them to the insurance department. An upset and disappointed customer of this ********************** company says goodbye to you

  

  Business response

  08/19/2024

  Hello,
  We have received every voicemail and text message that was received every day. I am really sorry that ***** has given you dates that said he would come to do the repairs. I'm looking all the time he has documented that he had communicated to you with updated dates. We are committed to do the work and we are not hiding from you or stealing from you. We may be delayed but the work will get completed. I really appreciate your patience with us. 
  Regards,
  ********************************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has failed me, since October 2023 they came for the check for $27,000, plus $1,000 deductible. They told me that in 2 months they would return to put on the roof of my house, the siding, and the gutters of my house. Then they told me that it would be better in March, because it is cold in January. They didn't come in March. Then they said in April, and they didn't come, then they told me at the beginning of June and they didn't come either, in that period of time they no longer answered the phone, I called them every day and they sent me to voicemail to leave a message. But they never return my calls, I send them texts every day and they didn't come either. Then they answered again and told me that they would come on July 10, 2024. That they would now. That it was because they had a lot of pending work. Well, again they didn't come. They told me that they would come on July 30th and if not they would return my money but again what do you think they did not come. They told me that on August 3rd. They did not come. This has exhausted my patience. They have already been paid and they do not want to do the work for me, today is August 5, 2024 I called them around 3 in the afternoon and they told me that they would call me back later. .. They have not returned my call, it has almost been a year since they were given the money and they do not want to do the work for me. I am talking about the PLATINUM LEVEL RESTORATION company. I live here in ******, IL Well now I hope that they give me my money back. to find another company to fix my house. because they are not capable of fulfilling the contract that we signed. we are going to file a lawsuit. and we are going to report them to the insurance department. An upset and disappointed customer of this ********************** company says goodbye to you

  

  Business response

  08/19/2024

  Hello,

  We have received every voicemail and text message that was received every day. I am really sorry that ***** has given you dates that said he said he would come to do the repairs. I'm looking all the time he has documented that he had communicated to you with updated dates. We are committed to do the work and we are not hiding from you or stealing from you. We may be delayed but the work will get completed. I really appreciate your patience with us. 

  Regards,

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

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was paid by insurance claim never returned calls and never showed up to do the work it been over two months

  

  Business response

  11/09/2022

  Hello **********************,

   

  Thank you for letting me know your situation. I sincerely apologize for the short delay. I understand that ***** spoke with you regarding your construction date on November 2, 2022, and your work is being done today. Let me know if you need anything else.

   

  Regards,

   

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

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 30th a gave all the checks from Insurance plus **** more to fix my roof and siding. I picked a more expensive material according to the company and had to pay the difference in 6 payments of $400 dlls. I called several times to make my payments because they never took them from the bank account. After almost 6 months. The company never did any arrangements in my house. They were supposed to complete the job on Octuber and the every did anything! I want they return the money that they have used all this time about $19,000 dlls. I called today with ***** the Representative from this company and they said they have no date to start the work. So I want the mo et back.

  

  Business response

  03/01/2022

  Hello ********************,

  Last year was one of the toughest years in the constructions business due to the supply and demand for material.  Then we also had the demand for people to work. Our approximant construction time is normally between 6-8 weeks. Unfortunately, COVID threw our industry apart and has extended the time of work to be completed. Now we are in the winter season. Per the conversation with ***** on Feb 14, 2021, at ****a we cannot give you a scheduled date at this moment because of pending weather conditions. When the temperatures break and its safe for the crews to safely remove and install new shingles, we will have a date for you. The siding will be shortly after. Most likely we be looking at scheduling after April 15, 2022.

  I hope this helps you see how COVID has hit the working industry these past 2 years. We really appreciate your business and patience with us. 

  Sincerely,

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

  Customer response

  03/03/2022

   
  Complaint: 16765131
  
  I am rejecting this response because: according to the conversations I had with ***** in February 14th ***** the responsible in the company,  the one who knows the exact day about All his work he is inconsistent in the dates they can start working. According ***** I was going to be schedule during first week of March. Now ***** is talking about AFTER April 15th. Without giving a ****** of time with precision. Maybe he can give us a grace ****** of one or two weeks  for example between April 15th-April 30th. Also he has keeping money, thousands for 6 months. The problems the company was experiencing he never mentioned them, during the second semester of the year according ***** since he didnt mention it in August because when I asked him If we could wait for this year to sign the contract,  he said we work quick and we have a plenty amount of people to finish your housearrangements.

   

  Please help me to have a grace ****** to complete this work or the return of the money without penalties for the client. Since the company is unable to work. 

  
  Sincerely,
  
  *******************************

  

  Business response

  03/16/2022

  Hi *******,

  I narrowed the timeline for you to May ****, 2022. If we can get you in earlier, we will definitely do that. I did not set up payments because in my notes from ****** you were to send me Zelle me monthly or I could charge you but there would be that 3.4% fee. If you wish to zelle me, my email address is **************************.

  Thanks,

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

  Customer response

  03/18/2022

   
  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,
  
  *******************************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 28Jul2021 signed the contract for siding to be fixed due to hail damage. The insurance company sent the checks and they quickly picked them up. The contract stated the work would be started and completed within 4-6 weeks. The company knew that we were planning on selling our home and needed the work completed. On 09Aug2021 we were told that the job would be started in 2 weeks. The 2 weeks passed and they did not show and they did not call to let us know they had to delay the project. We had to reach out to them multiple times. Finally on 29Sep2021 we were told the job would be completed the following Monday. Again, no one showed and nothing was communicates to us. At this point we requested all communication be through email and requested we be released from our contracted and the deposit returned. They informed us they were entitled to their 30%. I requested the funds on 06Oct2021 and did not recieve a response. I followed up weekly and finally got a response a month later on 16Nov2021. The owner ************************* said she hadn't received my emails but I sent her screenshots she said it went to her spam. I requested the funds again and she said she would send the check after she returned on 06Dec2021. We did not recieve a check until 20Dec2021. I tried to cash it on 23Dec2021 and was told they did not have enough funds. I emailed them and did not recieve a response. I had to reach out to ******************* by phone and attempted to deposit my check on 04Jan2021 and the check bounced on 06Jan2021 and I recieved a fee. I have tried calling the company and have not been able to reach them. ***** has said that he will talk to ******** but nothing has been done. Chase bank provided a legal copy of the check and I tried to cash on 22Jan2021, and again was told they did not have the funds. I need my funds returned so I can complete the work needed in my home. We had to take the house off the market. I am requesting not only my funds but also the fee I incurred and the stress.

  

  Business response

  02/04/2022

  The Platinum Level Restoration Contract has been canceled without penalty. The Public Adjuster contract has not due to the hours worked to raise your approval to where it is now. Refund was sent on Wednesday from Platinum Level Adjusters via ***** and it appears it was delivered to your address today. I'm really sorry for the inconveniences.

• Initial Complaint

  01/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On November 20th 2020 after representatives from Platinum Level Restoration knocked on my door to offer their services for a free roof inspection I signed a contract with them to file a claim with my insurance and for them to replace the roof of my home. Per the contract they were supposed to start and finish the project by Spring of 2021 but they never showed up. After calling them all I kept being told was that they would call me back and spring and summer ended and they stopped communicating with me. After my many attempts to reach someone at the end of summer 2021 they called me and told me they had many jobs ahead of mine and they were very backed up but they were never able to to give me an idea of when they were going to replace my roof. I was trying to patiently wait for them and be understanding but I was very concerned about the damage on the room possibly causing more damage to my home so I decided to let them know that I would have to find another contractor to do the job and they would have to return the $5, ****** deposit they had received from my insurance plus the $400 that I had given them and even then they were not able to tell me when they could get it done. Concerned about the damage they had told me the roof had I had someone else do the job on 9/4/2021 and I let them know they needed to return the deposit for the total of $6,372.96. After they failed to do that I hired an attorney to help me with the case and that is when they replied to him saying we had a contract I had broken and they needed to keep 30% of the total project amount that the insurance had approved which was $17,746.69 so they only returned $1,784.73 keeping $5,324 when it was them who broke the contract by not doing the job on time and being unresponsive.

  

  Business response

  01/28/2022

  Hello ****************, I'm truly sorry you feel this way. You have the right to choose which ever contractor you would like. ******, advised you of your rights on your PA contract that was with Platinum Level ********** **** that you signed and agreed upon. Platinum Level Restoration, Corp. did refund your money.

  The permit was ready to be paid when we received a letter from your attorney. I sent many emails back and forth with your attorney advising of the situation.  I'm not sure if he passed on those to you because you still had options if you didn't get your roof done until September. We were ready to get it done that week. He didn't want us to communicate with you at all. I'm truly sorry that it went this way. 

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract on June 2021 and provided them the 1st check the insurance company gave us, they said job will start the end of August or Beginning of September, it is now December and they have not started anything! They do not communicate with us after we repeatedly have asked them too. We keep getting pushed behind, now they just dropped off the material on 12/3 in our driveway but never came the next day as they had told us. We never heard from them on why and now the weather is getting colder and Im afraid they are never going to get the job done and that our roof is going to leak again. This job could have been done back in September and only taking them one day or two. They are not professional and we have been very patient with them. I am to the point of seeking Legal Advice and have told them, but they dont seem to care. I should have taking our business somewhere else. If they cant finish the job this month, we should get that check back and go with someone else.

  

  Business response

  12/09/2021

  Hi ******,

  I appreciate hearing from you. Our profession as a business in this field has hurt our company/industry tremendously due to COVID. Many business are not operational due to lack of employment, people aren't willing to work. We are always seeking for workers as are many companies. Every where you go there are signs "NOW HIRING." Material production has slowed down for the same reason. As many businesses are closed or not operating to full capacity due to COVID, I can be gracious to God that we are still able to help all our clients. Its been a struggle but we trying to communicate as often as we can to you or your husband. I am really sorry about the delay but unfortunately that is where we are at.  It looks like your roof was finally started today. If you have any additional concerns, please email me at **************************.

  Regards,

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

  Customer response

  12/14/2021

   
  Complaint: 16333920
  
  I am rejecting this response because: Gutters were not replaced yet and Siding on one side still needs to be completed.
  
  Sincerely,
  
  *****************************

  

  Business response

  01/11/2022

  Hi ******,

  Yes, the gutters and siding have not been completed yet. First, we had to complete the roof before we did the other jobs, so the siding and the gutters don't get damaged. We will be scheduling your gutters next then the siding. We are in the timeline provided by your insurance company because of COVID.

  I wish I can do more for you at this time. COVID has delayed everything in 2021. This is not our normal practices.

  Regards,

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

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