ComplaintsforRAM Restoration Group LLC

• Initial Complaint

  02/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *** came to my home and installed fans in my living room to dry out the walls and ceiling. In December, I was told that I needed to relocate from my house so that repairs could be completed because of asbestos from another contractor suggested by my insurance company again. *** explained that they would take my furniture and other items in my living room and place them in storage. They also explained that after the work had been completed, they would return my belongings to my home. I signed a release to move my furnishing to storage. In February, after my return to my home, I was informed by ***********************, a RAM employee, that my account was still outstanding, a total of ****** was owed, and my belongings would only be returned once the balance was settled. **** stated that she contacted my insurance company, and they said everything had been paid out to my husband and me. I contacted my insurance company and explained the situation; they stated may be RAM had yet to send all of the bills to them, but they had paid everything that *** submitted for payment. I requested a copy of the contract and statements from RAM that stated that any belongings would only be returned once the final payment had been received, but to date, I have yet to receive a copy of the contract. I contacted *** (****) and tried to get the situation resolved, but she refused to budge. *** refused to release my belonging. My insurance company stated that contractors knew that 10% of the final payment for the entire project would be held until the job was complete and signed off by the homeowners. *** (****) knew that as well but didnt care. RAM (****) continued to demand the balance. The situation continued going around, and round RAM stated again that my insurance had paid all of the claims to them. I contacted my insurance company, who stated that all billing received from RAM had been paid, and the outstanding balance was 10% of the final balance. *** (****) did not want to hear this. *** refused to release our belongings until the $****** had been paid. We also received another email from RAM (****) stating that if the balance was not paid by February 28th, we would also be charged storage fees. After being bullied and without resolution, my husband and I finally agreed to pay the remaining balance. I sent the payment via ***** on Feb 25th. *** confirmed receipt. When I tried to schedule a return of my belongings, no one was available. Finally, after demanding that I talk to the companys owner, someone from the company finally called and scheduled a time to drop off my furniture. We feel like we have been bullied into paying a bill outside of my insurance companys payments, and my furniture is being held, hostage. This company is trying to get more money and possibly billing us unfairly and dishonestly. I have tried to work with them but to no avail. I am trying to get my belonging returned to me undamaged. I am terrified that it will be damaged or broken when I or if I ever receive my furniture back from RAM restorations. Please, I need your help to resolve this issue with this company. This company has left a bad taste in my mouth. ***** should be mistreated in this!

  Business response

  03/02/2023

  Good Afternoon,

  
  *************** to the complaint filed by Mr ***** ***************** 
  Their statement of events is not complete as it does not reflect all of the communications between our company, them and their insurance company. I believe the root of the issue is that the Bryants do not appear to have properly tracked the funds provided to them by their insurance company for the purpose of paying the various contractors for the services provided. If you review the email threads provided by the Bryants, you will see the insurance adjuster states on 2/1/2023 that all payments have been issued to the policy holders (the Bryants), the adjuster further clarifies in the emails on 2/7/2023 and on 2/13/2023 that funds in question were paid to the Bryants.

  
  In their statement the ******* also claim the insurance company was withholding a portion of the final payment and the adjuster also states this in the email threads, with one very important distinction, the adjuster clearly says the depreciation amount of $601.66 is being withheld pending the completion of the REPAIRS. The term "repairs" is referring to the work that was completed by the contractor hired to perform the construction services, which was not my company. RAM Restoration was hired to perform emergency drying services, abatement services and moving/storage services, none of which are related to the $601.66 depreciation payment that was pending the completion of the work contracted by the ******* with another company.
  We explained this situation to the Bryants and that is appears they paid the other contractor with funds that were intended for the work performed by *** and their response was that we (RAM) should bill the other contractor. We advised that was not possible as we did not have a contract with the other company and that the Bryants were ultimately responsible for paying all parties for the work performed.

  
  We did inform the ******* that the items in storage would not be returned until the balance due was paid and I do not believe it is unreasonable for any company who provides services to expect to be paid in full for said services before returning the items in question. This would be equivalent to expecting the auto mechanic to repair your vehicle and return it to you without being paid, it simply does not make sense. We did also inform the ******* that the insurance company had only paid for the storage through the end of February and that if the balance remained unpaid and the items remained in storage, additional storage fees would be charged to them any period of time beyond 2/28/2023 as we had been working with them to get this matter resolved for over 30 days and they were refusing to pay. 

  
  We did finally receive payment from the ******* for the balance due and we confirmed this with them on 2/27/2023. We advised that the return of the items would be scheduled but that the finance department does not do that and it would be handled by the same department that performed the other services. When that department called **************** on the afternoon of 2/27 to advise we could return all items on 3/1, she advised that she was out of town and that date did not work for her. The items have been scheduled for return on 3/6/2023 as this date ******* the schedule for the Bryants and as a final measure of good will and service to them, we have waived the storage fees for the additional days beyond the end of February.
  
  I will add that the email thread from the ******** complaint does not include the last few emails from the insurance adjuster and **************** on 2/28/2023 where they initially claim that we (RAM) were giving them the "run around" on scheduling the return of items, the adjuster's response to them clarifying that did not appear to be the case and that it was in fact scheduled, and their final response acknowledging this. I have attached this portion of the email threads for review and verification of my statements above.

  
  It is unfortunate this situation has gotten to the point it has when it appears to be a simple bookkeeping error that resulted in the construction company being over paid. I understand that the insurance process can be overwhelming and even confusing at times but I feel that we did all that could be reasonably done in trying to help resolve this issue for the Bryants but we should not be expected to reduce our bill to reconcile an erroneous payment to another company.

  Customer response

  03/04/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ********* & ***********************
  
  
  
  
  

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