DC Restoration

DC Restoration came out to my house to give me a quote on repairing my bathroom after a water leak. When I told him what I had from the insurance to repair it he said that was probably not enough money, however he was going to get me a quote. He never got back to me even after I called him and told him I was waiting two weeks later. So unless you have tons of money to repair your home, don't bother calling (and waiting) for these guys to respond! Common courtesy and an answer is all I wanted, even if the answer was that they couldn't fix it for me.

Review: DC Restoration was recommended by our insurance company as a “preferred” vendor to repair and rebuild our kitchen cabinets, after our kitchen had water and mold damage. The process has been ongoing and dealing with DC Restoration has become a nightmare. They have had to return to our house 3 times to repair or correct issues that have been a result of their installation. DC Restoration collected over $3600 to basically rebuild the base and walls of one cabinet unit, because our originally cabinets were simply just reinstalled. The cabinets were not leveled when initially installed, damage to the walls and floor of our kitchen happened during the initial installation, and there were problems with the drywall, electrical conduit, and an absence of reinforced backing to the rebuilt cabinets. The paint that was used to match our other cabinetry, as well as the walls and ceilings of our kitchen were the wrong color & sheen (an $11 quart of paint they used was found in our backyard, well within reach of our 2 year old child). Paint drips were found throughout our kitchen floor, even though we were charged for the “masking of the floor per square foot”. Furthermore, the company charged for the removal of the oven and it’s reconnection, but the oven was not reconnected properly resulting in the kitchen being filled with smoke because the exhaust was inoperable. It took DC Restoration 3 different trips to my home to fix the issues, spanning nearly a month--and no documentation was provided in regards to the services done or the time frames in which they would be done. Apparently customers have to request copies of any and all documentation, as DC Restoration does not provide them nor a timeline of the repairs. Additionally, in order for our work to be acceptably completed the project manager demanded that we sign a “Satisfaction of Repair and Authorization to Pay” BEFORE completing the work that should have been done correctly the first time. We also had to contact the insurance company because the invoice that DC Restoration sent us was different than the check issued by the insurance company. When a cost for an item was asked (i.e. “How much is being spent on the countertops”) the answer given changed, and came without documentation. I have yet to hear an explanation on why a price was given and promptly changed. In summary, I warn any other potential customers that are referred to DC Restoration by their insurance company—use someone else. It was shocking to us to experience the lack of professionalism, the shoddy workmanship, and the general malaise of this company. It’s also shocking that they have a rating as they do on Revdex.com. My next step is to contact the insurance company, with the photos I’ve taken to show them evidence of shoddy workmanship by their “preferred” vendor. Buyer Beware!!!Desired Settlement: I am filing this complaint because it is a shame that they have such a high rating on Revdex.com. There is no way a company that operates in this manner should be recommended to anyone. The price that we were charged for the services provided was ridiculously overpriced, and several of the items on their invoice were simply not done, nor were worth the price that was charged. Anyone who would see what was actually done to our kitchen, the amount of time it took and the price we paid for the repairs would be shocked. Completely unacceptable.

Business

Response:

Dispute Resolution Consultant:Please accept this letter as our formal response to the complaint referenced above. Please also be advised that the following documents are attached to this letter in regards to this response;1. Work Authorization/Contract2. All Inclusive invoice3. Completion form4. Survey5. Email Correspondence from [redacted] to Complainant ( 5 pages)6. Email Correspondence from Complainant to DCR Project Manager, [redacted] (6 pages)7. PhotosIn regards to the issue pertaining to the re-visits from our staff to the Complainant, as per the emails from DCR Project Manager [redacted] to the Complainant dated 02/23/2015 at 1:25pm, it appears that there was a misunderstanding in regards to the cabinet(s) and/or expectations and changes that the Complainant had made. Per the records with DCR, and the attached documents, DCR was onsite prior to 02/20/2015 for punch items, and then notified on 02/20/2015 that the previous item(s) had been resolved and there were a few more items that the home owner noticed; which we were back onsite to remedy on 02/24/2015 at 7am.In reference to the paint that was used incorrectly due to the sheen, or the gloss was resolved. In the matter of the paint being left in the backyard, yes, the staff placed the paint on the table in the backyard where the Complainant had other paint and we felt that this was a safe option as well for our materials. In regards to the paint drips found throughout the kitchen floor, and per the documents included from the Complainant, this was never brought to our attention in writing. When DCR Project Manager [redacted] was onsite, there was a verbal comment made and when inspected, no paint drips were located. DCR has corrected the issue with the exhaust, and this has been fixed. The Completion and Satisfaction of Repair was requested on 02/24/2015 with the Complainant onsite. This was to satisfy that requirements that DCR had completed the work and that the punch item(s) were corrected that day. In addition, it was explained that there is a two year warranty on all items and repairs that were completed by DCR.DCR Project Manager [redacted] explained in detailed the difference in cost when a home owner opts to do their own repairs, and when we, the General Contractor repairs the home. This was explained in it's entirety and the home owner Complainant choose to do some of the work from the original estimate furnished from the carrier on his own.The Complainant indicates that DC Restoration has collected over $3600.00, this is an inaccurate statement, and in fact DC Restoration is still owed money that was paid out to the Complainant from the carrier in the amount of $3641.52. The Complainant also completed a survey where he either Completely Agreed or Mostly Agreed; these are the two highest options on the survey. There was also an area for comments, and the home owner did not advise of any additional concerns that had not been addressed, or that were not being addressed at that time.DC Restoration will uphold the warranty for the two years as we have committed to and for all of our customers. DC Restoration submitted all documents requested from the Complainant, and he advised when he received those items, he would remit the payment. When we receive the payment in full, we will forward the Warranty Letter for his/her records. In closing, while it appears that the Complainant was frustrated with the progress and the process of how insurance claims and repairs are handled, all issues were resolved amicably. We feel that this claim can be closed and we appreciated the insight and feedback from the Complainant.Regards,[redacted]

Consumer

Response:

I have reviewed the response 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.

In regards to the email detailed by DC Restoration, several of these statements are misleading or incorrect. Per the payment of repairs, the contract with DC Restoration clearly states the payment arrangments. I sent a check to pay for the repairs within the timeline stated in the contract. The payment was made via check #[redacted] in the amount of $3641.52 dated 3/6/15. I will not accept a blatant lie made by [redacted]. DC restoration stated that I "completed a survey". This is false. The document that they have attached is a forged document, as I never received nor completed that document. In fact, the signature on that document is not mine. [redacted] took a photo of what he demanded I sign, which was a document of "satisfactorily completion" which he said would need to be signed in order for him to complete the work on the fourth revisit. I am curious as to why [redacted] would present a forged document, as it clearly shows that the signature is not mine. Furthermore, why would I fill out a survey showing that I agreed to anything done on the very day that I filed a complaint with Revdex.com?Additionally the photos that are provided by [redacted] are the photos that were taken on the very last day that DC Restoration was allowed into my home--their 4th revist to complete a very simple task. I have attached photos of the work that was considered "complete" by DC restoration until I demanded that they come out for several subsequent revisits to fix continuous problems.

Regards,

Brian [redacted]

Business

Response:

To Whom it May Concern:I, [redacted], one of the owners with DC Restoration spoke to [redacted] last Friday. All concerns were addressed and all of Mr. [redacted]'s concerns pertaining to the communication issues, document issues, and length of time it took to complete the work have been received and addressed.DC Restoration has encouraged that Mr. [redacted] forward the corrected survey to our office, to the carrier and/or to the Revdex.com for official reporting. In addition, DC Restoration has acknowledged that due to a mistake on our part, the previous Survey that was uploaded and entered as part of the formal response, was not for this customer, nor was it an intent to defraud. We have acknowledged that incident with Mr. [redacted], and again, we are encouraging him to forward the correct survey with his payment.DC Restoration has also confirmed that once the payment in full is received, that we are sending all documents to Mr. [redacted], inclusive of a paid in full statement along with the two year warranty letter for work completed by DC Restoration. This will be in one packet in lieu of multiple mailings. Mr. [redacted] has acknowledged receiving documents byway of email, however, the preferred method of receiving all items byway of mail so he has the physical copy and not just the digital copy.While we acknowledge the concerns and issues that were brought to our attention, and we are addressing those concerns internally with our staff, we are happy to say that this issue has been amicably resolved.Thank you,[redacted]Owner