ComplaintsforTowne Fire and Water Damage Restoration

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2021 we had a bathtub water pipe break. It damaged the bathroom, bedroom and walk in closet.We called ***** ******** Restoration, they removed water damaged floors, walls, tub, toilet and fixtures. Job was completed 9/21/2022. ***************** paid ***** ******** directly. $2906.99 We signed a contract with Towne Restoration, paid $6648.20 (insurance company issued the check), they started work April 11, 2022. It was to be completed by end of May. It is middle of November and we are still waiting for Towne to finish the job.They have sent invoice for ***** more than the intial contract and we have asked multiple times for detailed invoice. They have not sent that but now they send another invoice adding over $400.00 interest. The project manager stated they sent the detailed invoice right away and we looked did not see in our emails but asked to have another one sent - no response. Contract was for rebuild of bathroom, bedroom and closet.Towne has not completed the job to satisfaction and will not respond to our calls and texts. We have been asking since August and project manager is not responding. The lady in the office said we need to get quote from him. Our shower glass enclosure is still leaking water around the bottom seal of the shower enclosure. When we told the last guy they sent here - he stated sorry it will need to go to warranty department. Towne installed the glass enclosure incorrectly the first time they installed it. They installed the molding wrong and had to redrill holes to the correct position. They had to patch the 5 holes. The shower enclosure and glass enclosure were new that we purchased. After our inspection we found several problems:Towne initially did not grout bathroom floor under the bathroom vanity until multiple calls. Towne never painted wall behind bathroom vanity.The office was to be painted around door frame - they said they would come back - have not seen them. Tile laid in bathroom floor ha

  

  Business response

  02/10/2023

  Towne Incs response to complaint ID ********

   

  We received a customer complaint in the mail this week and would like to respond to it.

  I have included documents providing correspondence between ************************* and our company. As well as the estimate (Original) that insurance will be paying, then an updated estimate with the additional work that ********************** would have to pay the difference. See page 3 and 5 on attachment named Estimate with additional items (Highlighted) to see the difference in the two estimates.

  In her complaint she says a couple of things I just want to clear up.

  The final invoice was sent out on 7/25 and since then we have sent her the itemized invoice twice.

  We have tried to call and email to go over the job and any problems she has. And she has not responded. Not to mention she waited 3 months, after we called trying to collect money, that she tells us she has issues. As any previous issues weve gone out and addressed and fixed them while the job was still in progress.

  She says the invoice is more than she thought. She had 2 bids one for electric and one for plumbing that she herself would have to pay for out of pocket as it was private pay additions that the insurance company was not going to pay for.

  Thats where the additional cost is, and she agreed to it. As you can see in the notes.

  She was issued a check from insurance and has the money to pay all but the private pay items.

  Then after trying to get in touch with her for 4 months, our AR **** added interest on because theres no communication back to us.

   

  We are sorry that ********************** feels this way, we strive to help every customer of ours in any way we can. We know that when a loss occurs that disrupts your life, it can be very stressful. ************* in every circumstance and try to understand what the homeowner is going through.

  If we can remedy this for ********************** wed be more than happy to. We want our customers to be happy and satisfied with our services.

  We are not the kind of company that will just never respond to someone when theres an issue. We are ready and willing to go out and fix whatever problems there are.

  As for the invoice, it will have to be paid for as it is the work that is already done, and agree to. We are happy to discuss it with her as well. If we can discuss it everyone can be on the same page.

   

   

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

  Office Manager

   

  

  53358 County Road 11

  *******, ** 46514

  Phone: ************

  Fax: ************

  Email: ****************************************************

  Website: www.TowneRestoration.com

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