ComplaintsforRestorePro Reconstruction, Inc.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 12, 2023, a neighbor's large tree fell on a house I own and rent out. The tree branches went through the roof of the kitchen and damages everything inside. I contacted the insurance company who directed me to RestorePro. The scope of the work included the rebuilding of the framing above the kitchen, reroofing the house, new subfloor and floor in the kitchen, some electrical to bring the kitchen to code, new drywall in the kitchen, finish carpentry, paint, and installing new store bought cabinets. Today is August 4, 2024, and the work has not been completed. This is unacceptable. I am not receiving rent until the work is complete.

  Business response

  08/05/2024

  Good day, and thank you for the inquiry.  We are very aware of the repairs at this property and the urgency to have them completed.  Progress is moving forward currently as we are awaiting the final inspections from the City.  We anticipate for this all to be resolved by 8/23.  The project manager will remain in constant contact with our client & the city to ensure this is a smooth completion.  Thank you.    

  Customer response

  08/05/2024

   I am rejecting this response because:

  The company has had since September 15, 2023 to finish the project. I was told the project would be finished by Christmas, by end of March, by end of June.

  I went onsite today and noticed the following, that have nothing to do with an inspection by the city:

  - no power to outlets, dishwasher, range hood

  - weatherstripping inadequate on back door

  - floor vents missing

  - debris on floor, countertops, in drawers

  - large gap around the stove outlet

  - floor molding missing at bottom of cabinet on side of stove

  - side of same cabinet is raw, unfinished plywood

  - one drawer front is cracked
  

  - two out of three broken window panes have been replaced, not the third one; the glazing is shoddy

  - the storm windows have not been replaced/repaired/installed

  The project manager was not planning a punch list with me, the customer. At this point I want to charge the company a late fee of $200 per day, and get a significant discount. 

  The tenant has not had a kitchen for 10 + months, and I have not  received rent. We have been very patient but this is unacceptable.
  

  
  
  
  

  Business response

  08/12/2024

  Good day, thank you for your response.  I reintegrate that our local teams in ******** are working very hard to complete the work.  I am told that you have hired a handy man (outside of our contract) to complete some of the punch items.  You will be receiving an email today in order for RestorePro and you to be on the same page for whom is to handling what.  Example, the raw unfished cabinet panel, i am told is on order, thus we would not remit credit or payment for that item unless you and local project manager have agreed differently.  Regarding the length of repair time, i am told there was quite a delay not all from RestorePro, but also the tenant who took months to make material selections. 

  At this time, we are not approving or agreeing to a 200/day late fee.  Regarding the loss of rent, you should seek "additional living expenses" coverages with your insurance.  This we would assume is part of your policy, and not at the responsibility of the contractor. 

  Thank you, 

  Customer response

  08/14/2024

   I am rejecting this response because:
  The response reads "You will be receiving an email today in order for RestorePro and you to be on the same page for whom is to handling what. "

  - I have not received an email from RestorePro since 7/25/2024
  

   The response reads " Regarding the length of repair time, i am told there was quite a delay not all from RestorePro, but also the tenant who took months to make material selections."

  - This is incorrect; in addition there is no reason for the tenant to be making material selections; I am the customer. 
  Selection for flooring: ***, the operations manager at the time, texted me April 2, 2024 the address of the flooring supplier; I texted him back with my selection for the flooring April 26, the day when the subfloor was completed. Without a subfloor in place, no need to have flooring. 
  Selection for paint, cabinets, hardware, countertops: *************************, the project manager at that point, texted me May 9 about cabinets and paint color (I had mentioned since the beginning of the project to *** that I wanted solid wood cabinets - the previous ones were wood.)  **** and I exchanged texts between May 9 and May 17 about stain color, cabinet hardware, and countertop color. 

  Items that were on the RestorePro estimate have not been done, despite the 11 months since the beginning of the project.
  

   

  
  
  

  Business response

  08/27/2024

  Good day, we have two goals to accomplish.  First, finish the project, then second the final determination of all credits & debits. 

   

  On the project completion we believe that you are in control of this now with your own subcontractor, please verify.  We have a few special-order items that we can drop off at the house to help facilitate.  Next, I am sure we will need to have a meeting in regard to the credits & debits for the work preformed at your home in conjunction with the insurance settlement.  RestorePro is eggar to help you in both processes, please communicate.  My direct email is *****************************************.  

   

  ************* SOUTHEAST REGION PRESIDENT

  RestorePro Reconstruction A PARTNER COMPANY OF FLEET RESPONSE

  m:************ a: ************************************ w: trustrestorepro.comfleetresponsenow.com e:*****************************************

  
  

• Initial Complaint

  01/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We contracted with RestorePro, Durham office, in July 2021 to restore our home after a house fire on June 3, 2021. We have a semi-custom home with many upgrades over the 20+ years, including custom cabinetry and shelving in kitchen, laundry room and garage. During the July 2021 meeting RestorePro stated they did not have a good cabinet vendor and the lead time for their lead time would hold up the project. We were instructed to use our vendor for laundry and when the time came for vanities and custom garage shelving. The insurance estimate included specific line items for these and RestorePro did not credit the correct amounts for us to manage and install. The amount is $10,000 under credited on our final bill. Additionally, a final project supplement was submitted by RestorePro to our insurance company, *** ***********, for roughly $60,000. When reviewing the details we were informed by our RestorePro Project Manager that he expected push back and that were was a $5,000 buffer built in and that RestorePro needed around $55,000 paid against that supplement. We have a text stating this. When the final bill was presented to us by RestorePro, they included this $5,000 "buffer" amount, which we believe, represents insurance fraud. We gave them an opportunity to correct and they have refused. In sum, it is our position that we have been overcharged by about $15,000 on this project. The final amount they are asking for is $62,481 and our position is final payment should be $47,455. We have submitted a letter to the CEO, Luke ****, with a letter explaining this along with a check for $47,500. Additionally, it is important to note that in August 2022, during a review of the project Change Order, we had a highly confrontational meeting at the RestorePro office in Durham with Thomas ******, Director of Construction, whereby my wife, ********, and I wanted to review the details of the charges. We were prevented from discussion and in fact, felt bullied and intimidated by him.

  Customer response

  01/30/2023

  Hello,

   

  My complaint, ID ******** against RestorePro Reconstruction has been resolved. If I can retract or archive that complaint or show as resolved for the business, it would be greatly appreciated.
  

   

  Please let me know if there is anything else I should do.

   

  --

  All the best,

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

   

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 8th we discovered a leak in our bathroom behind the toilet that had caused the wall to mold and breakaway. It was so discreet we probably wouldn’t have noticed it except our dog chewed the baseboard and it crumbled. We worked with our insurance company who was great and Restorepro to begin working on our bathroom. The mitigation team from this company was amazing, they came out quickly, answered all our questions, and took the time to give us preventative tips. Shortly after, we had our estimate and they began removing the mold and moisture from the walls, floors, and insulation under the house. They assured us another team would be in contact to do the cosmetic repairs and it would fit in our original estimate. Fast forward two months to June 10th and our bathroom was still in the same condition. My husband finally got someone on the phone after numerous attempts at contact and even emailing supervisors. That is when they told us the original quote would not cover all necessary repairs and someone who had not been to my house AT ALL sent over another estimate which was substantially more than the original. (Which I am now assuming is because they did not want to complete the job for us and assumed the insurance wouldn’t give us more money) I made an appointment for another company to come give us an estimate with the intentions of having someone else complete the job but ultimately decided that it would just be easier to continue with the other company because the insurance was going to cut us another check for the difference in the repair costs. Here we are a month later and they have called to tell us that Our home is too far for them to travel for the job, even though they completed the mitigation process with no complaints.

  Business response

  08/04/2022

  Good day and thank you for your positive comments regarding our mitigation teams and the work they preform.  In review of the notes and accounting the services we provided are paid in full and the account is closed.  We believe your complaint is regarding the repair portion of your project to which we have not collected any funds, nor began any repairs.  Our services provided were to preform the mitigation services, and then we assisted with providing a proper scope for your insurance company.  That might be where some confusion regarding two quotes comes from, your insurance provided one, then we provided additional justification to your insurance company thus providing you better means to have the repairs completed.  We wish you the best in the repair process with whomever you choose, if we can be of assistance please call our office.   Thank you.     

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