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Paul Davis Restoration of Roanoke & Lynchburg

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Paul Davis Restoration of Roanoke & Lynchburg Reviews (4)

Rug was located and has been returned, employee that did not log in this item had been recently terminated. The rug was at our cleaners and it has been returned as of 2/19/16.

This was a terrible experience from the beginning to end. And I say End lightly, as they never showed back up to finish the job. We had the actual contractor out there to look at damages, as well as things his sub contractors didn't do correctly, and he made excused for them left and right. Terrible experience. I will never work with them again. I have Emailed my insurance company, and told them to consider removing them from their referral list.

Review: Our shower drain was leaking and required mitigation and repairs. Paul Davis Restoration came out within 24 hours of contacting them about the mitigation, so after we made an insurance claim and had a couple of quotes, we felt Paul Davis Restoration should complete the entire project (repairs and add-ons). We were told that the insurance repairs and add-ons/upgrades that we wanted would take 5-7 days; it took 5 months! Now, I understand emergency jobs occur, but when subcontractors are supposed to show up, but don't, repeatedly (especially on Fridays and Mondays), that's not about emergencies - that's pushing little jobs to the bottom of the bucket.

In addition to the outrageous amount of time that we patiently and quietly endured, the work was inferior. Any add-on/upgrade that we contracted Paul Davis Restoration to complete above the insurance repairs were just short of a disaster. We chose to install a tile shower instead of re-installing a fiberglass shower unit in our bathroom; the floor had to be taken up and relaid a 2nd time, and probably should have been done a 3rd time as the tiles are still uneven. The walls have tiles that stick out farther than other and are not evenly spaced. I am not saying our shower is the worse looking this ever, but, again, with the amount of time they were working on this project, and for the amount of money they charged, the shower should have been show room ready, and it is a far cry from that. Throughout the project, materials were regularly left out the area not cleaned up; I understand it was a work in progress and I did not expect the area to be spotless each day when the workers left, but they left buckets out, tools laying around, tile spacers on the floor, etc, which is definitely not acceptable in a house with 2 toddlers. In addition, Paul Davis Restoration was contracted to repair drywall and paint a portion of the bathroom where there was water damage, so we also contracted them to just paint the entire bathroom. The subcontractors had to be reminded to take down hardware (such as light and outlet plate covers and towel and toilet paper holders), left spots unpainted (behind toilet), and had to repaint many thin spots. On 2 occasions, I had to take down hardware to have them paint, because even after asking them to do, they didn't. Any area that required bending down or standing on a step stool (like trimming around the ceiling) was not done and had to be corrected. Furthermore, they did not use a drop cloth, so we still have the little paint splatters from the paint roller on our vanity sink top, toilet tank top, and tile floor. They needed to touch up some paint on the woodwork trim, and when they did, they white paint did not match the original white color; they idea to fix this was to try to paint more of the woodwork so the off-color did not stand out as much, but they didn't even paint the trim to the edges. It was just shoddy and half-hearted work all around.

Our shower drain was leaking and required mitigation and repairs. Paul Davis Restoration came out within 24 hours of contacting them about the mitigation, so after we made an insurance claim and had a couple of quotes, we felt Paul Davis Restoration should complete the entire project (repairs and add-ons). We were told that the insurance repairs and add-ons/upgrades that we wanted would take 5-7 days; it took 5 months! Now, I understand emergency jobs occur, but when subcontractors are supposed to show up, but don't, repeatedly (especially on Fridays and Mondays), that's not about emergencies - that's pushing little jobs to the bottom of the bucket.

In addition to the outrageous amount of time that we patiently and quietly endured, the work was inferior. Any add-on/upgrade that we contracted Paul Davis Restoration to complete above the insurance repairs were just short of a disaster. We chose to install a tile shower instead of re-installing a fiberglass shower unit in our bathroom; the floor had to be taken up and relaid a 2nd time, and probably should have been done a 3rd time as the tiles are still uneven. The walls have tiles that stick out farther than other and are not evenly spaced. I am not saying our shower is the worse looking this ever, but, again, with the amount of time they were working on this project, and for the amount of money they charged, the shower should have been show room ready, and it is a far cry from that. Throughout the project, materials were regularly left out the area not cleaned up; I understand it was a work in progress and I did not expect the area to be spotless each day when the workers left, but they left buckets out, tools laying around, tile spacers on the floor, etc, which is definitely not acceptable in a house with 2 toddlers. In addition, Paul Davis Restoration was contracted to repair drywall and paint a portion of the bathroom where there was water damage, so we also contracted them to just paint the entire bathroom. The subcontractors had to be reminded to take down hardware (such as light and outlet plate covers and towel and toilet paper holders), left spots unpainted (behind toilet), and had to repaint many thin spots. On 2 occasions, I had to take down hardware to have them paint, because even after asking them to do, they didn't. Any area that required bending down or standing on a step stool (like trimming around the ceiling) was not done and had to be corrected. Furthermore, they did not use a drop cloth, so we still have the little paint splatters from the paint roller on our vanity sink top, toilet tank top, and tile floor. They needed to touch up some paint on the woodwork trim, and when they did, they white paint did not match the original white color; they idea to fix this was to try to paint more of the woodwork so the off-color did not stand out as much, but they didn't even paint the trim to the edges. It was just shoddy and half-hearted work all around.

The part that angered me the most was not only the fact that 2 project managers came and went throughout the duration of our project (if that tells anyone anything about the company) with little to no communication to us, but that the General Manager, [redacted], called before the job was even over to talk about payments. Now, we paid for the mitigation when that part of the job was completed, but Paul Davis Restoration set up 3 accounts for our job (mitigation, insurance, and add-ons), and the payment was applied to the wrong account. Needless to say, I felt it was completely out of line to hear about "past-due" payments when we had already paid for the part of the job that was completed, while it was acceptable for the company to take 5 months to complete a 5-7 day job. When Paul Davis Restoration felt the job was done, we were given an invoice price to pay, no itemizations, no details. When I asked for such, the General Manager had to come to the house so we could go through each invoice to see what was actually completed versus what the initial estimates included because nobody was updating the information throughout the job. Now, the General Manager did try to deduct some of the charges for our inconvenience, but when I stated that I was still not satisfied with the work of his company and the subcontractors, he told me they would not be coming back to my house and that was the end of it. When I asked him if he would be satisfied with the job if it were his house, he did not respond, but transferred my phone call to the office so I could make a payment...this pretty much sums up everything - Paul Davis Restoration is more concerned with getting paid than customer service or completing quality work.Desired Settlement: I don't want this company any where near my house again; I just want the Revdex.com and other consumers to be made aware of our awful experience with this company and their subcontractors.

Business

Response:

‎3/‎10/‎2014, In regards to customer [redacted] complaint filed with the Revdex.com 3/6/2014.

From [redacted], the project manager that took over from the previous manager that left us for a higher position.

She did not account for a 3 week delay for her family being sick.

She would give a punch list to complete project it would be finished then it was another punch list of completely different things never discussed before.

Her expectation of what the completed project was to look like versus what was discussed was different.

The money was never discussed until after she brought up about settling her tab.

The price the insurance pays for mitigation is separate from construction and line items were in her quote therefore not on the invoice.

These were never an issue until the amount owed was told to her. The delay in time was before I got there.

There was a few touch up points after we corrected the first mess but they were immediately addressed and was so happy she then asked [redacted] to do additional work.

Most of her complaint is timing and inferior work of [redacted] and [redacted] which was redone.

You have fixed these issues so I don't know what a response should be except mitigation was done and never paid for as she suggested, construction was done with her causing delays with punch lists that would be completed only to get another with different items a lot of themnot pertaining to job but agreed to so customer would be happy, after months of numerous contractors looking at work did she ask about bill and try again to stall when she realized she had spent the money allocated to project and needed to use credit card to pay her bill.

Also, Paul Davis is so confident in its customer satisfaction record and Quality of work not just collecting the money, we did not even collect a deposit from her for her project up front, even on the extras that were added to the original scope of work.

Showing the confidence in our business practices of pleasing customers and not in just getting paid.

[redacted] From the subcontractor that was last on the job.

My name is [redacted] and I am employed with [redacted]nc, Building Contractors.

I was hired by Paul Davis Restorations to complete final punch list items to bring her bathroom remodel to completion.

Our first meeting with Ms. [redacted] we informed her quality & timely completion was a priority from Paul Davis Restorations and that every item of concern would be taken care of…

Miss [redacted] made mention of uneven tiles in the floor of her shower and was concerned water would not drain properly…

I personally myself run the water for over 10 minutes in the shower showing proper drainage …

Miss [redacted] made mention of painting & caulking issues… I personally cut and removed caulking at her request several times and repainted multiple times in all areas she requested… paint job was professionally completed with like new finish…

Miss [redacted] made mention of paint possibly staining the grout areas in her tile work… I personally cleaned her floor several times and was left in like new condition…

Miss [redacted] made mention of construction debris and trash clutter… I personally cleaned the entire area each day as the punch list was completed…

Miss [redacted] made mention of not being painted behind the toilet… I personally painted two coats behind the toilet…

In closing… the job was taped ,covered and cleaned each day, all of Miss [redacted]'s issues were addressed and corrected where applicable,

and bathroom was left in new like condition…nicest room in the house if I do say so myself.

Regards

I am the co-owner and general manager of Paul Davis Restoration of Roanoke and Lynchburg.

When this job was transferred to another project manager it was mostly complete, but with issues of concern from the homeowner.

I authorized the entire shower tile job to be removed and replaced new, at no additional expense to the homeowner, if she chooses to have it done.

I was willing to go the extra mile and possibly loose money in order to address her concerns that were cosmetic in nature, not structural or functional issues.

Upon the crew being scheduled to start on the re work of her shower, she said that it was not necessary and that a re paint( at no extra charge) of the walls and trim in the bath would be satisfactory, she did not want to start over with the tile.

The initial mitigation work was done in the original time frame of 3 to 5 days, but building of a tile shower does take more time.

The extras add to the time line. Scheduling issues did arise from the house hold getting the flu to multiple "punch lists", to other weather related events and obligations to other insurance claim jobs.

We handle hundreds of claims annually and have a 99.9 % satisfaction rate, but there are always the one or two that can't be satisfied.

Our work is not elective but needed due to a disaster of some sort.

A forced remodel due to necessity of the situation.

The other issue that complicated the work was a second water loss the was not an insurance claim, by the home owners choice.

This occurred during the hard freeze that we had the first week of January this year.

The home owner had a plumber, that they called, come in to fix the frozen pipes. Holes were cut in the walls to access the damaged pipes for repair.

These drywall repairs were added to our scope of work for the minimal cost of $150, which she agreed to upfront and then disputed later.

This charge and another $350 were deducted from her final bill, upon my visit to the home to address her "punch list" items that we need to complete so we could finalize her job and close our file.

I went through the bath paint items with her . I made a written list with her and tagged areas of concern with blue painters tape.

Keep in mind that this is a small bathroom and two peoplecan’t be in the room together without bumping into each other.

There were small pin point areas were the texture did not allow the paint to cover completely. I tagged the areas that I saw and asked her to review.

I told her that we were going to touch up the trouble spots and one coat all walls to even it all up one last time.

Despite this she got matching blue tape and tagged 40 plus more spots around the bath.

Upon completion of this last punch list,I was there to personally final inspect the job.

I did see the rough place behind the toilet just above the base trim and asked the painter to remud, sand and paint the area of approximately 2''x 2''.

We did not have a quick dry mud on site so the painter left 30 minutes early for lunch to acquire the needed material.

This is one of the spots were the freeze damage had been repaired from her unrelated event.

As for her referring to my visit as "angering" her, I was there to find a resolution and closure to an on going project that was a

No win situation for everyone involved with no end in sight.

As for the past due payment question. I did send her all the invoices from her job and a statement of the account.

There were 3 estimates , as is customary in these jobs. Mitigation is step 1 , the cleaning and drying of the water damage.

Step 2 is the reconstruction and the third estimate was for her ad ons and extras.

This is how the insurance industry handles all claims.

Itemization is provided in the original estimates, which she had copies of the whole time.

It was these estimates that we went through together to determine what was done and what was to be credited off the bill.

Her statement of " Now, the General manager did try to deduct some of the charges for our inconvenience, but when I stated that I was still not satisfied with the work of his company and the subcontractors, he told me they would not be coming back to my house and that was the end of it."

This statement is not accurate at all.

I was told that this "was not a Paul Davis issue but a Painter "[redacted]" issue.

That is when I insisted on payment for the Pdr work and did credit off the minor charges for the extras related

to the frozen water line work that was unrelated to our original estimates.

As for the not coming back top her house part.

I told her that after 5 punch lists , the last one being personally supervised by me,

that I would not waste her time or any more of my money on [redacted] returning to do any more painting.

If he was unable to satisfy her with his work then I would be back personably to do any more work myself.

She said no that won't be necessary, and started to defend [redacted] .. That is when I called the office so she could make her payment on her credit card to get her points.

While I was on the phone setting up the payment is when she ask " would I be satisfied if this work quality was done in my home"?

I could not see the value in responding to her comment when the quality of construction and workmanship in her home was not “showroom quality” to begin with and now she was demanding a showroom quality job in a bathroom that was the newest and freshest looking room in the house.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Since the firms cannot be recontacted, we will just leave it with their responses were unacceptable. There are statements that are not true:- there was not a 3 week delay due to the family being sick – my husband and I both work full time jobs, and my husband took off 1 day off, I took none, the entire time the job was contractedComments that were not made/conversations that never occurred:- “If he ([redacted]) was unable to satisfy her with his work then I ([redacted]) would be back personably to do any more work myself.”Parts of the job that were said to be done that were not:- Mr. [redacted] said, “I told her that we were going to touch up the trouble spots and one coat all walls to even it all up one last time.” Again, this is an example of why there were so many punchlists throughout the job – things were repeatedly not completed correctly the first time and had to be repeatedly redone. Some spots were touched up (with paint so thick it had to be sanded to remove the runs), but I have a hard time believing the walls were given one last coat, and not just hit and miss rolled, because there are still thin spots showing the original, lighter paint.- Concerning [redacted]’s statement that, “Miss [redacted] made mention of paint possibly staining the grout areas in her tile work… I personally cleaned her floor several times and was left in like new condition.” I said there was paint left on the tile floor, vanity top, and toilet tank, not just the grout. Yes, [redacted] did pick some of it off, even commenting that it came off very easily, but I (the homeowner) shouldn’t have to be doing cleaning it, but there is still paint there. Furthermore, it is almost libel for [redacted] to state that we stalled and did not make a payment “when she realized she had spent the money allocated to project and needed to use credit card to pay her bill.” He has no idea of our finances, nor is it his business where our money is spent. We were upfront with the first project manager in asking if credit card was accepted so we could earn reward points; then we paid for the mitigation when given the bill on October 2nd, and, when asked, on November 1st, we paid $1000 deposit up front before construction began. The subcontractor asked for me to pay him the remainder of the balance before the job was even complete, which is when I asked for an itemized statement; I believe that was on a Thursday or Friday. It was the following Tuesday that the general manager called to bring the statements over at 6pm in the evening (to which I said no because of 2 children, dinner, and bedtime), followed by 3 days of a snow storm, so it was Saturday before he came to the house. We waited for the subcontractors to come back the next Monday to finish the job (which the general contractor said was acceptable to wait to pay until the job was complete). Tuesday I called to express my concerns to Mr. [redacted], and payments were made on that Wednesday and Thursday. I’m not exactly sure how much more prompt of a payment you want.There is a lot of finger pointing going back and forth between the responses from the project manager, subcontractor, and general manager, and I believe some of it is nothing more than a lack of communication between the company, employees, and subcontractors that came and went throughout the duration of our job. We are not demanding a showroom quality bathroom; but, [redacted] did tell us our bathroom should be of good quality, one that we would want to say Paul Davis completed. Frankly, to quote Mr. [redacted], it should be “a bathroom that was the newest and freshest looking room in the house;” we just spent $5000 and 5 months having it remodeled on a project that should never have taken that long. I just want others to know the experience we had, and that I will not recommend Paul Davis Restoration or its subcontractors.

Regards,

Review: Paul Davis Restoration came into our home on Jan. 6, 2016 to clean up water damage. They took an NFL Redskins rug worth 400.00 (without telling us). Over a month now they refuse to deliver our rug back to us.. We get the run around with "[redacted]" when we call. The project manager "[redacted]" had promised delivery on Feb 17 to no avail.

He now refuses to return my phone callsDesired Settlement: We want our property returned to us

Business

Response:

Rug was located and has been returned, employee that did not log in this item had been recently terminated. The rug was at our cleaners and it has been returned as of 2/19/16.

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Description: FIRE & WATER DAMAGE RESTORATION, WATER DAMAGE RESTORATION, FIRE DAMAGE RESTORATION, CONTRACTORS - GENERAL

Address: 1807 Murry Road, Suite N, Roanoke, Virginia, United States, 24018

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www.pauldavisroanokeandlynchburgva.com

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