please see attached response letter.Thank you for the opportunity to address your concerns Please know that Paul Davis Restoration of Louisville is committed to the highest level of service and customer satisfaction Paul Davis Restoration has performed thousands of restoration jobs in the Louisville area with thousands of satisfied customers Paul Davis Restoration regrets that you have lodged this complaint, and wishes to respond to the following points: Paul Davis Restoration works closely with insurance companies’ written estimates and allowances for the work performed by it In this particular instance, the homeowner’s insurance company prepared a detailed estimate of the work that would need to be performed to remedy the property damage The estimate provided the cost allocated for each line item of work, and the homeowner agreed to pay Paul Davis Restoration the specified sums upon completion of the item This was clearly explained to the homeowner prior to signing the work authorization to begin work The price specified in the work authorization corresponded to the price allowed by the insurance company in its estimate In all instances, Paul Davis Restoration worked off of the insurance company’s estimate, and provided like-kind items that match as closely as possible items in homeowner’s residence prior to the fire A list of the work performed by Paul Davis Restoration on this project has been provided to the homeowner Paul Davis Restoration has not installed any item in the homeowner’s residence without prior review and approval Specifically, bathtubs, windows, roof shingles, and brick were all shown to and discussed with and approved by the homeowner prior to installation Paul Davis Restoration’s representatives were in almost daily communication with the homeowners concerning this project Paul Davis Restoration has inspected the brick and found it to be a satisfactory match Further, a reinspection of the deck did not reveal any boards coming up Paul Davis Restoration complies with all laws regarding the use of licensed and insured contractors Paul Davis Restoration has never permitted any uninsured contractor to perform any work on this home As sometimes occurs in restoration work some items of work required additional attention to conform to standard In all instances, Paul Davis Restoration has corrected any deficiencies noticed by it or brought to its attention by the homeowners Specifically, shingles, siding and gutter issues have been addressed and any problems remedied The plumbing vent has been sealed As the homeowner has directed that Paul Davis Restoration cease work on the project and have restricted inside access, Paul Davis Restoration has not been able to inspect the home to evaluate whether a load bearing wall is sagging No such sagging is observable from the exterior of the home and Paul Davis Restoration is not aware of this condition Paul Davis Restoration disagrees that it terminated the applicable contract To the contrary, the homeowner directed Paul Davis Restoration to cease work on their home, which it did Paul Davis Restoration has never locked the homeowner out of their home, but has always taken steps to ensure that the home is secured to prevent damage or vandalism Upon the homeowner’s termination of the contract, Paul Davis Restoration, the electrical and plumbing contractor, pulled its permits as is customary Allowing a third-party to use these permits without oversight by Paul Davis Restoration could potentially expose Paul Davis Restoration to liability for their errors
Revdex.com: 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 We have been asking for amount of money spent to date in our home for weeksWe have not had an answer to many texts, emails or certified lettersThey have not contacted us in any way to resolve thisTheir last action was to lock us out of our own houseIt seems most honest people would attempt to be transparent with their customersThis company packed up and ran when we asked for any proof of any amount of money being spent in our homeThe work they did do will take possibly thousands of dollars to fix, as it will have to be taken out an redoneThe roof, siding, gutters, brick, deck, and windows all have be repaired or redoneWe asked them to fix these itemsThey initially agreed to fix them and now have given us zero response Regards, [redacted]
Revdex.com: 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 This response if filled with untruthsPaul Davis is now out and out lying regarding this jobIn answer to their response-There was NO detailed work authorization ever provided by this companyWe asked over and over for information from Paul DavisIn addition to our insurance estimate-they were working off of their own estimateThey had already predetermined a much lower amount that they were going to put into our home where in they would receive nearly 45% of our insurance check rather than the 20% being provided by our insurance companyThat information came directly from the contractor, [redacted] 's, mouthWe NEVER had ONE discussion about windowsEVERWe showed up one day and windows were installedWe told both [redacted] and [redacted] that we didn't pick them and that they had nothing but complaints about them on internet reviewsIn fact, some of the windows have already been repairedWhile we did pick the color of the roof and sidihave no idea how much they cost or what brand they areOne day two bathtubs were sitting in our living roomThere had been NO PRIOR discussion that it was time to pick tubs or to pick out which tubs we wantedMy husband said they might be OK but that I still needed to see themI am handicapped so it was important to see if I could get into the tub that magically appeared in our houseWithin hours the tubs were installedWe told Paul Davis to stop working and we needed to meetWe met in our home with [redacted] and [redacted] and told them very clearly that we wanted to pick out the items in our homeWe were assured that this would not happen againWe made them take out one of the tubs because it looked so cheapThey told us that it would be no problem as they were going to take it to another house they were working onWe have asked over and over for prices on things going in to our home [redacted] *** told me I was the first person in years to ask for a price on anythingHe kept referring to our insurance check as his "bucket of money" [redacted] personally told us that the people doing the wrapping of our house and the roof (which included a child) that they were Amish and didn't believe in being licensed or insuredI told him that was unacceptableWe tried to let the tubs and windows go after Paul Davis assured us that they would not put anything else in our home without our approval [redacted] said that they would not tell us prices nor would they provide any invoices for materialsWe were desperate to get back into our home and should have stopped everything then and thereI sent a letter right after the meeting asking again for them to please give us something, anything, to give us an idea of the pricesThere was no response to thatAfter bringing in other contractors to get bids on fixing what Paul Davis did so we can move on to finishing our home we have in fact been told that there is a Kentucky law regarding brickThat law says if the brick can't be matched then the entire wall in the line of sight is to be replacedPaul Davis did not tell us about the law and only replaced partial brickThey should have replaced the entire back wall, as most of it was lost in the fireThe load bearing wall in our kitchen was looked at independently by contractors who both said that the wall is sagging and will have to be fixedAll we asked for from this company was transparencyAfter seeing this response that is filled with lies, it is obvious we were right to not let them continue to rip us offIf they have been out to address any of our concerns it would be interesting to no how they did that since we had to break into our home and replace the locksNot sure how you can assess a load bearing wall looking through a windowWhen we last asked for them to stop working until they could provide us with any accounting of the insurance money-they terminated the contractThey have NOT ONCE asked to meet us so that they could address our concerns inside the houseAs we pointed out problems throughout the project-they had ample time to address these concerns alreadyThe answer to every concern was they would have to ask [redacted] or that "it would be looked at" but never was fixedOther than responding to the Revdex.com, they have not contacted us at allThere was a fire in the apartment building where we are stayingWe followed their employee who took the debris from this apartment and put it into the dumpster in front of our houseThe dumpster they are billing our insurance company forWe have every text, every email, every letter, and every picture we have sent to Paul Davis where we have been complaining about the same issues every timeWe have the pieces of paper that we were given by Paul Davis and there has NEVER been any LIST OF WORK PERFORMED given to usThe roof is leaking and shingles are damaged, The gutters are holding waterThe last wall of siding is not rightThe deck railing is not doneThe brick should be removed and the entire wall replacper Kentucky lawThe windows should be removed as we NEVER picked themI am confident now that they will never admit to what really transpired between us and that they will never make good on the repairs that are neededI would love to see the inspection for the frame of our house as I don't know how our house passed that inspection with the load bearing wall saggingBut the number one thing we still need from them is A BILLWe can't even begin to get our house construction going again until Paul Davis gives us a billThey know thatOur insurance adjuster called on our behalf last week and [redacted] told him they are STILL working on putting that bill together but would have it in the mail to us by July 8thStill nothing It seems to me that the longer they take to put this bill together the more dishonest they lookPLEASE mail us a bill with both proof and consideration of what we will have to have repaired so we can have our home back Regards, [redacted]
Thank you for reaching out and voicing your concerns Our staff has been in contact with the property owner via text and phone calls There was a meeting set this week (Wednesday 12-14) Property owner stated that a family member was sick and she needed to reschedule for after the holidays We will set another time to meet and discuss in details areas of concernThank you again for your time,Paul Davis Restoration
On January 19th, we visited Ms [redacted] and her family members at her home We discussed each item that was reported missing or damaged Our meeting was fruitful as we were able to hear MsFelt's concerns and we were able to relay some of our typical processes and practices to her The meeting was conducted in a true sense of transparency, as we believe that honestly owning any mistakes is the best practice and simply the right thing to do During the meeting we completed a comprehensive list of items that needed to be addressed Over the last two weeks, we have researched and investigated numerous itemsIn addition, as a result of a walk-through of MsFelt's basement on January 19th, it seemed that there might have been some boxes that weren't fully vetted for missing items, so we asked Ms [redacted] if we could return with our personnel to unpack and look through many of these boxes As a result of that exercise on January 26th, several items were found and listed below: Gold Chain 18K 18" Long Gold Chain (Dbl loop) Blue Bowls (8) Large Bluebird Pin X-mas Sugar Bowl We have since listed all remaining items that have been priced out, repaired at her residence, etcWe spoke with [redacted] yesterday (February 2nd) and agreed to send her the detailed list of items, in an effort to have a follcall with her to discuss the remaining itemsAn e-mail was sent yesterday to provide Ms [redacted] ample time to review the list prior to our next meeting With only a few items remaining, we are hopeful that we can resolve these issues next week, as she is off work and looking forward to putting this behind her, as are we Ms [redacted] has been very reasonable and kind during this time and we look forward to final resolution in the coming days
Ms*** had the opportunity to meet with the insurance adjuster following her last post As a result of her meeting, the adjuster agreed to cover some additional items, which we also agreed to share in those costs, as an act of good faith Ms*** was also provided a credit from the remaining items that were never reconciled We have reached a final agreement with Ms***, issued her a check and she has now turned over the insurance check to Paul Davis for the work finished While we regret the challenges she has faced with the fire and recovery, we hope she is satisfied with the outcome and is now able to resume normalcy in her life
Revdex.com:
I have reviewed the 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
This is the same response that we got nearly a week agoIn that time Paul Davis has now served us with papers from a lawyer threatening legal action if they weren't paid the price on a bill they FINALLY sentDespite the fact that they promised IN WRITING to send a bill with back up documentation to prove the amount they were asking, they did not keep their word regarding that eitherWhile there was a detailed estimate done by our insurance company, Paul Davis did in fact work off of an estimate generated by their own companyWe saw this estimate several times as *** *** showed us amounts he was allowed to spend according to his bossesHe said repeatedly that if he spent a penny over that number that he would not get paid*** said many times that his boss was supposed to send us a copy of that estimate, but after a period of time they said they didn't know what we were talking aboutAs a matter of fact, no contract was even given to us to sign until months after Paul Davis started workingSo there was not a lot of things "made clear" to us, only a lot of hollow promisesWe asked many times how much money was being spent, so we could decide how to spend less in some areas and more in othersPaul Davis refused at every turnTheir letter from their lawyer said that "it is not necessary to provide us with invoices for each item of material" and it "is not feasible given the number of jobs Paul Davis Restoration has at any given time". They again are lying about there ever being ONE conversation about windowsWe have been complaining about having no say in the windows in writing over and overWe have been complaining in writing and with pictures on the same things over and overSometime in the last week it is apparent that they have been on our property trying to fix a couple of the things we complained about, some of the those things they denied all along were defectiveI would have thought they would have wanted to point that out on their response here to the Revdex.comWhile they finally stopped the water from coming in through the roof, that doesn't change our other complaints. I would also say that if they were going to attempt to fix some of the defects that they should have contacted us so we could be thereThey have tried to say we denied them access, so I guess it is easier to try and fix problems that didn't exist while trespassing. Once again, all this company does seems underhandedThey had no problems contacting us when they wanted the job, but they can't contact us nowThey still have our personal property and will not even respond to us about thatThe siding has fallen off our house in a couple of areas near the roofline that we put in our home to keep it safe, and areas above a couple of windows as well as areas where the siding is sliding down and we will have to have someone repair thatOne side of the house has to have the siding removed and done again to correct the problemThe gutters are still holding waterThe brick that was done looks terrible and the entire portion of the wall should have been replaced in accordance with Kentucky law which Paul Davis never told us aboutThe deck has had more nails put in it, but the railing is still not doneWe did not pick the windows and we don't want themThere was never a screen replaced in the sliding glass door for the windows that THEY PICKED WITHOUT ANY CONVERSATION OR AUTHORIZATION FROM USThe tubs could go back to their warehouse at no cost to them or they could take them to their next job because that is how they operateBut we have made our peace with the fact that we will have to buy new tubs ourselvesThe money for the boom truck and operator that they didn't use should come back to the rebuild of our home. There are areas where no seal was done to keep out the smoke smell and some areas where it has fallen to the floorThey put debris from other jobs into our last three dumpstersThe last dumpster was filled with debris from the apartment down the hall from us that had a fire a few weeks after our own fireWe have the photos to prove thatSo, while this company should be paid something, they sure didn't do 100% of a lot of the line items they refer to. The plumbing and electric are no where near 100% done yet they want all the money for thatIt was also interesting to find out in their letter from their lawyer that they are * * * Services of Kentucky Inc DBA Paul Davis Restoration of LouisvilleSeems like something a company should discloseIn summary, they show up while a property is on fire, make a lot of promises, put in cheap materials so they can pocket the difference, use sub contractors who aren't licensed or insured (which *** *** told us personally), decide in advance how much money they will spend, have most materials already sitting in a warehouse that they put into most of their jobs, install items without discussing it with the homeowner, have you sign a contract months after the work is started, leave the job as soon as a homeowner presses for proof of how money is being spent, delays sending a bill for almost a month making it impossible to move on to another contractor, uses dumpsters for other jobs while probably billing everyone for disposal, locks homeowner out of house, denies defects exist when customer complains, sneaks back to property without homeowners knowledge to fix some defects that they denied ever existed, then threaten to sue in the same mailing as the first bill they have ever sentFinally, in the letter from lawyer they say how big, important, and busy they are to even attempt to give the homeowner any shred of proof for the amount of money they are billing for, and they have any and every item in our house that could possibly be salvaged but won't provide an inventory of what they took after having MONTHS to do so Then they have the nerve to say that our asking them to stop working until we could meet as a "demand not warranted or allowed"I don't know how these people sleep at nightAfter calling our insurance check their "bucket of money"It was never your bucket of moneyIt was our home.
Regards,
*** ***
Revdex.com:
It has been an ordeal. I am happy to have it finished. I regret the fact that several of the missing items were never found. However, the matter has been dealt with and I wish to close the case
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Good morning Our Director of Operations and the manager of contents will be visiting with homeowner on 1/@5:to discuss and hopefully resolve concerns.Thank youPDR
Revdex.com:
I have reviewed the 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
We have still had no contact from Paul DavisAs previously stated, we have been asking for the amount of money that was spent on our home for weeksIt has now been days and counting since Paul Davis said they would no longer the contractor for usWe have water leaking into our house from the roof they put in less than months ago, gutters still holding water, brick that has to be torn out and done again (apparently we were lied to when Paul Davis said they no longer make brick that matches ours)We have been complaining about the same issues since they were doneNow the deck they installed less than months ago has boards coming up and a load bearing wall is SAGGINGOther contractors have walking through our house and have identified more issuesNo other professional understands why Paul Davis pulled the electrician and plumber mid-jobThere was absolutely no reason they should not have finished their jobsIt seems that this company is going out of their way to create more cost and stress. We lost everything in our fire with the exception of a couple of rooms that had belongings pulled out by Pau; DavisI can get no inventory on our items that they tookIt should be criminal for someone to prey upon victims who are already in the most stressful situations of our livesI don't know how they sleep at nightRegarding the bill-how long should it take an honest company to put together a bill for a few weeks worth of low=quality work?
Regards,
*** ***
Today we spoke with both Jim (son-in-law) and Ms*** Ms*** indicated that she will be meeting with the adjuster next week (on Tuesday) Since there seems to be some concerns with what the insurance will cover as it relates to the condition of the items described in Ms***' previous e-mail, Ms*** and I agreed that it would be best to wait until after her meeting with the adjuster If there are still unresolved issues as it relates to our previously discussed items (table, piano, and chairs), we will discuss these following their meeting Ms***' agreed to discuss further following her meeting on TuesdayWe both agreed that it is our goal to have this resolved by the end of the week next week
Revdex.com:
I have reviewed the 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
We met last night for approxhours. We reviewed the attached list of concerns. They stated they will work on resolving each issue. At this time only the shelves for the green bookcase have been found. They were overlooked at the bottom of the bookcase
Regards,
*** ***
Revdex.com:
I have reviewed the 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
My ability to meet with these people does not effect the outstanding facts regarding my complaint. Where is my missing dresser mirror, my missing sewing machine and why have they not sent someone to fix my broken secretary, repair the dent on my freezer door, finishing painting my basement steps, where are my blue bowls to my kitchen dinner set, Apple TV not installed back on two TV and the remote to one is missing, the finish on the top of the piano now has a spot where they sat something on it while in storage, no one has come to tune the piano. These are just some of the issues this company has left me deal with. Not to mention the fact that they did not rehang my heavy mirror in the living room. They placed it behind the couch in the family room for me to deal with. I'm years old. This company does not complete their jobs. Please warn others not to rely on them. They should be able to move items out of a person house and then bring them back and replace them as they were. Is this not what they want payment for? They have sent a bill to my insurance company for over $57,dollars for the removal and replacement of my contents. I don't believe they have earn this money. I am left with mess to deal with. (This is a small insight into my life after Paul Davis. I prepared a pot of chili. I wanted to take some to work the next day. I went to get my Tupperware to put it in. No Tupperware return. That night I decided to fix a bowl of chili. I went to reach for my blue bowls to heat the chili up in. No blue bowls.) There are more issues but I think this gives a overview of the matter. How is my postponing the meeting interfered with them completing their job? These issues have been know to them for many weeks. I want them addressed now.
Regards,
*** ***
Revdex.com:
I have reviewed the 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
I met with the adjuster yesterday. He viewed and took photos of the damaged item. Nothing was settled and I am still waiting on answers. Please add the enclosed letters as proof that this damage was not there before the fire. It is very upsetting to me that I had to have my bible study write letters to prove the condition of the items as it seems my word was not trusted. I explained to the adjuster that regardless of how the damage occurred I should have to suffer the damaged at my cost. I am hopeful that Paul Davis and Auto Owners can come to some agreement and that this matter will be resolved soon.Regards,
*** ***
Thank you for your correspondence and bringing concerns to our attention I am in the process of reviewing the details of the project and file with the estimator/project manager that were leading this job A representative from PD will be in touch with the property owners asap to
resolve.Thank you,
On January 19th, we visited Ms*** and her family members at her home We discussed each item that was reported missing or damaged Our meeting was fruitful as we were able to hear MsFelt's concerns and we were able to relay some of our typical processes and practices to her The meeting was conducted in a true sense of transparency, as we believe that honestly owning any mistakes is the best practice and simply the right thing to do During the meeting we completed a comprehensive list of items that needed to be addressed Over the last two weeks, we have researched and investigated numerous itemsIn addition, as a result of a walk-through of MsFelt's basement on January 19th, it seemed that there might have been some boxes that weren't fully vetted for missing items, so we asked Ms*** if we could return with our personnel to unpack and look through many of these boxes As a result of that exercise on January 26th, several items were found and listed below: Gold Chain 18K 18" Long Gold Chain (Dbl loop) Blue Bowls (8) Large Bluebird Pin X-mas Sugar Bowl We have since listed all remaining items that have been priced out, repaired at her residence, etc. We spoke with *** yesterday (February 2nd) and agreed to send her the detailed list of items, in an effort to have a follcall with her to discuss the remaining itemsAn e-mail was sent yesterday to provide Ms*** ample time to review the list prior to our next meeting With only a few items remaining, we are hopeful that we can resolve these issues next week, as she is off work and looking forward to putting this behind her, as are we Ms*** has been very reasonable and kind during this time and we look forward to final resolution in the coming days
please see attached response letter.Thank you for the opportunity to address your concerns Please know that Paul Davis Restoration of Louisville is committed to the highest level of service and customer satisfaction Paul Davis Restoration has performed thousands of restoration jobs in the Louisville area with thousands of satisfied customers Paul Davis Restoration regrets that you have lodged this complaint, and wishes to respond to the following points: Paul Davis Restoration works closely with insurance companies’ written estimates and allowances for the work performed by it In this particular instance, the homeowner’s insurance company prepared a detailed estimate of the work that would need to be performed to remedy the property damage The estimate provided the cost allocated for each line item of work, and the homeowner agreed to pay Paul Davis Restoration the specified sums upon completion of the item This was clearly explained to the homeowner prior to signing the work authorization to begin work The price specified in the work authorization corresponded to the price allowed by the insurance company in its estimate In all instances, Paul Davis Restoration worked off of the insurance company’s estimate, and provided like-kind items that match as closely as possible items in homeowner’s residence prior to the fire A list of the work performed by Paul Davis Restoration on this project has been provided to the homeowner. Paul Davis Restoration has not installed any item in the homeowner’s residence without prior review and approval Specifically, bathtubs, windows, roof shingles, and brick were all shown to and discussed with and approved by the homeowner prior to installation Paul Davis Restoration’s representatives were in almost daily communication with the homeowners concerning this project Paul Davis Restoration has inspected the brick and found it to be a satisfactory match Further, a reinspection of the deck did not reveal any boards coming up. Paul Davis Restoration complies with all laws regarding the use of licensed and insured contractors Paul Davis Restoration has never permitted any uninsured contractor to perform any work on this home. As sometimes occurs in restoration work some items of work required additional attention to conform to standard In all instances, Paul Davis Restoration has corrected any deficiencies noticed by it or brought to its attention by the homeowners Specifically, shingles, siding and gutter issues have been addressed and any problems remedied The plumbing vent has been sealed As the homeowner has directed that Paul Davis Restoration cease work on the project and have restricted inside access, Paul Davis Restoration has not been able to inspect the home to evaluate whether a load bearing wall is sagging No such sagging is observable from the exterior of the home and Paul Davis Restoration is not aware of this condition. Paul Davis Restoration disagrees that it terminated the applicable contract To the contrary, the homeowner directed Paul Davis Restoration to cease work on their home, which it did Paul Davis Restoration has never locked the homeowner out of their home, but has always taken steps to ensure that the home is secured to prevent damage or vandalism Upon the homeowner’s termination of the contract, Paul Davis Restoration, the electrical and plumbing contractor, pulled its permits as is customary Allowing a third-party to use these permits without oversight by Paul Davis Restoration could potentially expose Paul Davis Restoration to liability for their errors
Thank you for your response As the General Manager of Paul Davis, I need time to meet with my employees that worked on your project and get a full description and detailed account of what has taken place to date A report has been requested and will be reviewed in detail After I have all the details from my employees, a plan of action will be put in place to address all your "desired outcomes" Thank you,
Revdex.com:
I have reviewed the 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
We have been asking for amount of money spent to date in our home for weeksWe have not had an answer to many texts, emails or certified lettersThey have not contacted us in any way to resolve thisTheir last action was to lock us out of our own houseIt seems most honest people would attempt to be transparent with their customersThis company packed up and ran when we asked for any proof of any amount of money being spent in our homeThe work they did do will take possibly thousands of dollars to fix, as it will have to be taken out an redoneThe roof, siding, gutters, brick, deck, and windows all have be repaired or redoneWe asked them to fix these itemsThey initially agreed to fix them and now have given us zero response.
Regards,
*** ***
please see attached response letter.Thank you for the opportunity to address your concerns Please know that Paul Davis Restoration of Louisville is committed to the highest level of service and customer satisfaction Paul Davis Restoration has performed thousands of restoration jobs in the Louisville area with thousands of satisfied customers Paul Davis Restoration regrets that you have lodged this complaint, and wishes to respond to the following points: Paul Davis Restoration works closely with insurance companies’ written estimates and allowances for the work performed by it In this particular instance, the homeowner’s insurance company prepared a detailed estimate of the work that would need to be performed to remedy the property damage The estimate provided the cost allocated for each line item of work, and the homeowner agreed to pay Paul Davis Restoration the specified sums upon completion of the item This was clearly explained to the homeowner prior to signing the work authorization to begin work The price specified in the work authorization corresponded to the price allowed by the insurance company in its estimate In all instances, Paul Davis Restoration worked off of the insurance company’s estimate, and provided like-kind items that match as closely as possible items in homeowner’s residence prior to the fire A list of the work performed by Paul Davis Restoration on this project has been provided to the homeowner Paul Davis Restoration has not installed any item in the homeowner’s residence without prior review and approval Specifically, bathtubs, windows, roof shingles, and brick were all shown to and discussed with and approved by the homeowner prior to installation Paul Davis Restoration’s representatives were in almost daily communication with the homeowners concerning this project Paul Davis Restoration has inspected the brick and found it to be a satisfactory match Further, a reinspection of the deck did not reveal any boards coming up Paul Davis Restoration complies with all laws regarding the use of licensed and insured contractors Paul Davis Restoration has never permitted any uninsured contractor to perform any work on this home As sometimes occurs in restoration work some items of work required additional attention to conform to standard In all instances, Paul Davis Restoration has corrected any deficiencies noticed by it or brought to its attention by the homeowners Specifically, shingles, siding and gutter issues have been addressed and any problems remedied The plumbing vent has been sealed As the homeowner has directed that Paul Davis Restoration cease work on the project and have restricted inside access, Paul Davis Restoration has not been able to inspect the home to evaluate whether a load bearing wall is sagging No such sagging is observable from the exterior of the home and Paul Davis Restoration is not aware of this condition Paul Davis Restoration disagrees that it terminated the applicable contract To the contrary, the homeowner directed Paul Davis Restoration to cease work on their home, which it did Paul Davis Restoration has never locked the homeowner out of their home, but has always taken steps to ensure that the home is secured to prevent damage or vandalism Upon the homeowner’s termination of the contract, Paul Davis Restoration, the electrical and plumbing contractor, pulled its permits as is customary Allowing a third-party to use these permits without oversight by Paul Davis Restoration could potentially expose Paul Davis Restoration to liability for their errors
Revdex.com: 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 We have been asking for amount of money spent to date in our home for weeksWe have not had an answer to many texts, emails or certified lettersThey have not contacted us in any way to resolve thisTheir last action was to lock us out of our own houseIt seems most honest people would attempt to be transparent with their customersThis company packed up and ran when we asked for any proof of any amount of money being spent in our homeThe work they did do will take possibly thousands of dollars to fix, as it will have to be taken out an redoneThe roof, siding, gutters, brick, deck, and windows all have be repaired or redoneWe asked them to fix these itemsThey initially agreed to fix them and now have given us zero response Regards, [redacted]
Revdex.com: 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 This response if filled with untruthsPaul Davis is now out and out lying regarding this jobIn answer to their response-There was NO detailed work authorization ever provided by this companyWe asked over and over for information from Paul DavisIn addition to our insurance estimate-they were working off of their own estimateThey had already predetermined a much lower amount that they were going to put into our home where in they would receive nearly 45% of our insurance check rather than the 20% being provided by our insurance companyThat information came directly from the contractor, [redacted] 's, mouthWe NEVER had ONE discussion about windowsEVERWe showed up one day and windows were installedWe told both [redacted] and [redacted] that we didn't pick them and that they had nothing but complaints about them on internet reviewsIn fact, some of the windows have already been repairedWhile we did pick the color of the roof and sidihave no idea how much they cost or what brand they areOne day two bathtubs were sitting in our living roomThere had been NO PRIOR discussion that it was time to pick tubs or to pick out which tubs we wantedMy husband said they might be OK but that I still needed to see themI am handicapped so it was important to see if I could get into the tub that magically appeared in our houseWithin hours the tubs were installedWe told Paul Davis to stop working and we needed to meetWe met in our home with [redacted] and [redacted] and told them very clearly that we wanted to pick out the items in our homeWe were assured that this would not happen againWe made them take out one of the tubs because it looked so cheapThey told us that it would be no problem as they were going to take it to another house they were working onWe have asked over and over for prices on things going in to our home [redacted] *** told me I was the first person in years to ask for a price on anythingHe kept referring to our insurance check as his "bucket of money" [redacted] personally told us that the people doing the wrapping of our house and the roof (which included a child) that they were Amish and didn't believe in being licensed or insuredI told him that was unacceptableWe tried to let the tubs and windows go after Paul Davis assured us that they would not put anything else in our home without our approval [redacted] said that they would not tell us prices nor would they provide any invoices for materialsWe were desperate to get back into our home and should have stopped everything then and thereI sent a letter right after the meeting asking again for them to please give us something, anything, to give us an idea of the pricesThere was no response to thatAfter bringing in other contractors to get bids on fixing what Paul Davis did so we can move on to finishing our home we have in fact been told that there is a Kentucky law regarding brickThat law says if the brick can't be matched then the entire wall in the line of sight is to be replacedPaul Davis did not tell us about the law and only replaced partial brickThey should have replaced the entire back wall, as most of it was lost in the fireThe load bearing wall in our kitchen was looked at independently by contractors who both said that the wall is sagging and will have to be fixedAll we asked for from this company was transparencyAfter seeing this response that is filled with lies, it is obvious we were right to not let them continue to rip us offIf they have been out to address any of our concerns it would be interesting to no how they did that since we had to break into our home and replace the locksNot sure how you can assess a load bearing wall looking through a windowWhen we last asked for them to stop working until they could provide us with any accounting of the insurance money-they terminated the contractThey have NOT ONCE asked to meet us so that they could address our concerns inside the houseAs we pointed out problems throughout the project-they had ample time to address these concerns alreadyThe answer to every concern was they would have to ask [redacted] or that "it would be looked at" but never was fixedOther than responding to the Revdex.com, they have not contacted us at allThere was a fire in the apartment building where we are stayingWe followed their employee who took the debris from this apartment and put it into the dumpster in front of our houseThe dumpster they are billing our insurance company forWe have every text, every email, every letter, and every picture we have sent to Paul Davis where we have been complaining about the same issues every timeWe have the pieces of paper that we were given by Paul Davis and there has NEVER been any LIST OF WORK PERFORMED given to usThe roof is leaking and shingles are damaged, The gutters are holding waterThe last wall of siding is not rightThe deck railing is not doneThe brick should be removed and the entire wall replacper Kentucky lawThe windows should be removed as we NEVER picked themI am confident now that they will never admit to what really transpired between us and that they will never make good on the repairs that are neededI would love to see the inspection for the frame of our house as I don't know how our house passed that inspection with the load bearing wall saggingBut the number one thing we still need from them is A BILLWe can't even begin to get our house construction going again until Paul Davis gives us a billThey know thatOur insurance adjuster called on our behalf last week and [redacted] told him they are STILL working on putting that bill together but would have it in the mail to us by July 8thStill nothing It seems to me that the longer they take to put this bill together the more dishonest they lookPLEASE mail us a bill with both proof and consideration of what we will have to have repaired so we can have our home back Regards, [redacted]
Thank you for reaching out and voicing your concerns Our staff has been in contact with the property owner via text and phone calls There was a meeting set this week (Wednesday 12-14) Property owner stated that a family member was sick and she needed to reschedule for after the holidays We will set another time to meet and discuss in details areas of concernThank you again for your time,Paul Davis Restoration
On January 19th, we visited Ms [redacted] and her family members at her home We discussed each item that was reported missing or damaged Our meeting was fruitful as we were able to hear MsFelt's concerns and we were able to relay some of our typical processes and practices to her The meeting was conducted in a true sense of transparency, as we believe that honestly owning any mistakes is the best practice and simply the right thing to do During the meeting we completed a comprehensive list of items that needed to be addressed Over the last two weeks, we have researched and investigated numerous itemsIn addition, as a result of a walk-through of MsFelt's basement on January 19th, it seemed that there might have been some boxes that weren't fully vetted for missing items, so we asked Ms [redacted] if we could return with our personnel to unpack and look through many of these boxes As a result of that exercise on January 26th, several items were found and listed below: Gold Chain 18K 18" Long Gold Chain (Dbl loop) Blue Bowls (8) Large Bluebird Pin X-mas Sugar Bowl We have since listed all remaining items that have been priced out, repaired at her residence, etcWe spoke with [redacted] yesterday (February 2nd) and agreed to send her the detailed list of items, in an effort to have a follcall with her to discuss the remaining itemsAn e-mail was sent yesterday to provide Ms [redacted] ample time to review the list prior to our next meeting With only a few items remaining, we are hopeful that we can resolve these issues next week, as she is off work and looking forward to putting this behind her, as are we Ms [redacted] has been very reasonable and kind during this time and we look forward to final resolution in the coming days
Ms*** had the opportunity to meet with the insurance adjuster following her last post As a result of her meeting, the adjuster agreed to cover some additional items, which we also agreed to share in those costs, as an act of good faith Ms*** was also provided a credit from the remaining items that were never reconciled We have reached a final agreement with Ms***, issued her a check and she has now turned over the insurance check to Paul Davis for the work finished While we regret the challenges she has faced with the fire and recovery, we hope she is satisfied with the outcome and is now able to resume normalcy in her life
Revdex.com:
I have reviewed the 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
This is the same response that we got nearly a week agoIn that time Paul Davis has now served us with papers from a lawyer threatening legal action if they weren't paid the price on a bill they FINALLY sentDespite the fact that they promised IN WRITING to send a bill with back up documentation to prove the amount they were asking, they did not keep their word regarding that eitherWhile there was a detailed estimate done by our insurance company, Paul Davis did in fact work off of an estimate generated by their own companyWe saw this estimate several times as *** *** showed us amounts he was allowed to spend according to his bossesHe said repeatedly that if he spent a penny over that number that he would not get paid*** said many times that his boss was supposed to send us a copy of that estimate, but after a period of time they said they didn't know what we were talking aboutAs a matter of fact, no contract was even given to us to sign until months after Paul Davis started workingSo there was not a lot of things "made clear" to us, only a lot of hollow promisesWe asked many times how much money was being spent, so we could decide how to spend less in some areas and more in othersPaul Davis refused at every turnTheir letter from their lawyer said that "it is not necessary to provide us with invoices for each item of material" and it "is not feasible given the number of jobs Paul Davis Restoration has at any given time". They again are lying about there ever being ONE conversation about windowsWe have been complaining about having no say in the windows in writing over and overWe have been complaining in writing and with pictures on the same things over and overSometime in the last week it is apparent that they have been on our property trying to fix a couple of the things we complained about, some of the those things they denied all along were defectiveI would have thought they would have wanted to point that out on their response here to the Revdex.comWhile they finally stopped the water from coming in through the roof, that doesn't change our other complaints. I would also say that if they were going to attempt to fix some of the defects that they should have contacted us so we could be thereThey have tried to say we denied them access, so I guess it is easier to try and fix problems that didn't exist while trespassing. Once again, all this company does seems underhandedThey had no problems contacting us when they wanted the job, but they can't contact us nowThey still have our personal property and will not even respond to us about thatThe siding has fallen off our house in a couple of areas near the roofline that we put in our home to keep it safe, and areas above a couple of windows as well as areas where the siding is sliding down and we will have to have someone repair thatOne side of the house has to have the siding removed and done again to correct the problemThe gutters are still holding waterThe brick that was done looks terrible and the entire portion of the wall should have been replaced in accordance with Kentucky law which Paul Davis never told us aboutThe deck has had more nails put in it, but the railing is still not doneWe did not pick the windows and we don't want themThere was never a screen replaced in the sliding glass door for the windows that THEY PICKED WITHOUT ANY CONVERSATION OR AUTHORIZATION FROM USThe tubs could go back to their warehouse at no cost to them or they could take them to their next job because that is how they operateBut we have made our peace with the fact that we will have to buy new tubs ourselvesThe money for the boom truck and operator that they didn't use should come back to the rebuild of our home. There are areas where no seal was done to keep out the smoke smell and some areas where it has fallen to the floorThey put debris from other jobs into our last three dumpstersThe last dumpster was filled with debris from the apartment down the hall from us that had a fire a few weeks after our own fireWe have the photos to prove thatSo, while this company should be paid something, they sure didn't do 100% of a lot of the line items they refer to. The plumbing and electric are no where near 100% done yet they want all the money for thatIt was also interesting to find out in their letter from their lawyer that they are * * * Services of Kentucky Inc DBA Paul Davis Restoration of LouisvilleSeems like something a company should discloseIn summary, they show up while a property is on fire, make a lot of promises, put in cheap materials so they can pocket the difference, use sub contractors who aren't licensed or insured (which *** *** told us personally), decide in advance how much money they will spend, have most materials already sitting in a warehouse that they put into most of their jobs, install items without discussing it with the homeowner, have you sign a contract months after the work is started, leave the job as soon as a homeowner presses for proof of how money is being spent, delays sending a bill for almost a month making it impossible to move on to another contractor, uses dumpsters for other jobs while probably billing everyone for disposal, locks homeowner out of house, denies defects exist when customer complains, sneaks back to property without homeowners knowledge to fix some defects that they denied ever existed, then threaten to sue in the same mailing as the first bill they have ever sentFinally, in the letter from lawyer they say how big, important, and busy they are to even attempt to give the homeowner any shred of proof for the amount of money they are billing for, and they have any and every item in our house that could possibly be salvaged but won't provide an inventory of what they took after having MONTHS to do so Then they have the nerve to say that our asking them to stop working until we could meet as a "demand not warranted or allowed"I don't know how these people sleep at nightAfter calling our insurance check their "bucket of money"It was never your bucket of moneyIt was our home.
Regards,
*** ***
Revdex.com:
It has been an ordeal. I am happy to have it finished. I regret the fact that several of the missing items were never found. However, the matter has been dealt with and I wish to close the case
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Good morning Our Director of Operations and the manager of contents will be visiting with homeowner on 1/@5:to discuss and hopefully resolve concerns.Thank youPDR
Revdex.com:
I have reviewed the 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
We have still had no contact from Paul DavisAs previously stated, we have been asking for the amount of money that was spent on our home for weeksIt has now been days and counting since Paul Davis said they would no longer the contractor for usWe have water leaking into our house from the roof they put in less than months ago, gutters still holding water, brick that has to be torn out and done again (apparently we were lied to when Paul Davis said they no longer make brick that matches ours)We have been complaining about the same issues since they were doneNow the deck they installed less than months ago has boards coming up and a load bearing wall is SAGGINGOther contractors have walking through our house and have identified more issuesNo other professional understands why Paul Davis pulled the electrician and plumber mid-jobThere was absolutely no reason they should not have finished their jobsIt seems that this company is going out of their way to create more cost and stress. We lost everything in our fire with the exception of a couple of rooms that had belongings pulled out by Pau; DavisI can get no inventory on our items that they tookIt should be criminal for someone to prey upon victims who are already in the most stressful situations of our livesI don't know how they sleep at nightRegarding the bill-how long should it take an honest company to put together a bill for a few weeks worth of low=quality work?
Regards,
*** ***
Today we spoke with both Jim (son-in-law) and Ms*** Ms*** indicated that she will be meeting with the adjuster next week (on Tuesday) Since there seems to be some concerns with what the insurance will cover as it relates to the condition of the items described in Ms***' previous e-mail, Ms*** and I agreed that it would be best to wait until after her meeting with the adjuster If there are still unresolved issues as it relates to our previously discussed items (table, piano, and chairs), we will discuss these following their meeting Ms***' agreed to discuss further following her meeting on TuesdayWe both agreed that it is our goal to have this resolved by the end of the week next week
Revdex.com:
I have reviewed the 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
We met last night for approxhours. We reviewed the attached list of concerns. They stated they will work on resolving each issue. At this time only the shelves for the green bookcase have been found. They were overlooked at the bottom of the bookcase
Regards,
*** ***
Revdex.com:
I have reviewed the 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
My ability to meet with these people does not effect the outstanding facts regarding my complaint. Where is my missing dresser mirror, my missing sewing machine and why have they not sent someone to fix my broken secretary, repair the dent on my freezer door, finishing painting my basement steps, where are my blue bowls to my kitchen dinner set, Apple TV not installed back on two TV and the remote to one is missing, the finish on the top of the piano now has a spot where they sat something on it while in storage, no one has come to tune the piano. These are just some of the issues this company has left me deal with. Not to mention the fact that they did not rehang my heavy mirror in the living room. They placed it behind the couch in the family room for me to deal with. I'm years old. This company does not complete their jobs. Please warn others not to rely on them. They should be able to move items out of a person house and then bring them back and replace them as they were. Is this not what they want payment for? They have sent a bill to my insurance company for over $57,dollars for the removal and replacement of my contents. I don't believe they have earn this money. I am left with mess to deal with. (This is a small insight into my life after Paul Davis. I prepared a pot of chili. I wanted to take some to work the next day. I went to get my Tupperware to put it in. No Tupperware return. That night I decided to fix a bowl of chili. I went to reach for my blue bowls to heat the chili up in. No blue bowls.) There are more issues but I think this gives a overview of the matter. How is my postponing the meeting interfered with them completing their job? These issues have been know to them for many weeks. I want them addressed now.
Regards,
*** ***
Revdex.com:
I have reviewed the 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
I met with the adjuster yesterday. He viewed and took photos of the damaged item. Nothing was settled and I am still waiting on answers. Please add the enclosed letters as proof that this damage was not there before the fire. It is very upsetting to me that I had to have my bible study write letters to prove the condition of the items as it seems my word was not trusted. I explained to the adjuster that regardless of how the damage occurred I should have to suffer the damaged at my cost. I am hopeful that Paul Davis and Auto Owners can come to some agreement and that this matter will be resolved soon.Regards,
*** ***
Thank you for your correspondence and bringing concerns to our attention I am in the process of reviewing the details of the project and file with the estimator/project manager that were leading this job A representative from PD will be in touch with the property owners asap to
resolve.Thank you,
On January 19th, we visited Ms*** and her family members at her home We discussed each item that was reported missing or damaged Our meeting was fruitful as we were able to hear MsFelt's concerns and we were able to relay some of our typical processes and practices to her The meeting was conducted in a true sense of transparency, as we believe that honestly owning any mistakes is the best practice and simply the right thing to do During the meeting we completed a comprehensive list of items that needed to be addressed Over the last two weeks, we have researched and investigated numerous itemsIn addition, as a result of a walk-through of MsFelt's basement on January 19th, it seemed that there might have been some boxes that weren't fully vetted for missing items, so we asked Ms*** if we could return with our personnel to unpack and look through many of these boxes As a result of that exercise on January 26th, several items were found and listed below: Gold Chain 18K 18" Long Gold Chain (Dbl loop) Blue Bowls (8) Large Bluebird Pin X-mas Sugar Bowl We have since listed all remaining items that have been priced out, repaired at her residence, etc. We spoke with *** yesterday (February 2nd) and agreed to send her the detailed list of items, in an effort to have a follcall with her to discuss the remaining itemsAn e-mail was sent yesterday to provide Ms*** ample time to review the list prior to our next meeting With only a few items remaining, we are hopeful that we can resolve these issues next week, as she is off work and looking forward to putting this behind her, as are we Ms*** has been very reasonable and kind during this time and we look forward to final resolution in the coming days
Thank you I responded last week, but it appears as though the attachment did not get uploaded
please see attached response letter.Thank you for the opportunity to address your concerns Please know that Paul Davis Restoration of Louisville is committed to the highest level of service and customer satisfaction Paul Davis Restoration has performed thousands of restoration jobs in the Louisville area with thousands of satisfied customers Paul Davis Restoration regrets that you have lodged this complaint, and wishes to respond to the following points: Paul Davis Restoration works closely with insurance companies’ written estimates and allowances for the work performed by it In this particular instance, the homeowner’s insurance company prepared a detailed estimate of the work that would need to be performed to remedy the property damage The estimate provided the cost allocated for each line item of work, and the homeowner agreed to pay Paul Davis Restoration the specified sums upon completion of the item This was clearly explained to the homeowner prior to signing the work authorization to begin work The price specified in the work authorization corresponded to the price allowed by the insurance company in its estimate In all instances, Paul Davis Restoration worked off of the insurance company’s estimate, and provided like-kind items that match as closely as possible items in homeowner’s residence prior to the fire A list of the work performed by Paul Davis Restoration on this project has been provided to the homeowner. Paul Davis Restoration has not installed any item in the homeowner’s residence without prior review and approval Specifically, bathtubs, windows, roof shingles, and brick were all shown to and discussed with and approved by the homeowner prior to installation Paul Davis Restoration’s representatives were in almost daily communication with the homeowners concerning this project Paul Davis Restoration has inspected the brick and found it to be a satisfactory match Further, a reinspection of the deck did not reveal any boards coming up. Paul Davis Restoration complies with all laws regarding the use of licensed and insured contractors Paul Davis Restoration has never permitted any uninsured contractor to perform any work on this home. As sometimes occurs in restoration work some items of work required additional attention to conform to standard In all instances, Paul Davis Restoration has corrected any deficiencies noticed by it or brought to its attention by the homeowners Specifically, shingles, siding and gutter issues have been addressed and any problems remedied The plumbing vent has been sealed As the homeowner has directed that Paul Davis Restoration cease work on the project and have restricted inside access, Paul Davis Restoration has not been able to inspect the home to evaluate whether a load bearing wall is sagging No such sagging is observable from the exterior of the home and Paul Davis Restoration is not aware of this condition. Paul Davis Restoration disagrees that it terminated the applicable contract To the contrary, the homeowner directed Paul Davis Restoration to cease work on their home, which it did Paul Davis Restoration has never locked the homeowner out of their home, but has always taken steps to ensure that the home is secured to prevent damage or vandalism Upon the homeowner’s termination of the contract, Paul Davis Restoration, the electrical and plumbing contractor, pulled its permits as is customary Allowing a third-party to use these permits without oversight by Paul Davis Restoration could potentially expose Paul Davis Restoration to liability for their errors
Thank you for your response As the General Manager of Paul Davis, I need time to meet with my employees that worked on your project and get a full description and detailed account of what has taken place to date A report has been requested and will be reviewed in detail After I have all the details from my employees, a plan of action will be put in place to address all your "desired outcomes" Thank you,
Revdex.com:
I have reviewed the 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
We have been asking for amount of money spent to date in our home for weeksWe have not had an answer to many texts, emails or certified lettersThey have not contacted us in any way to resolve thisTheir last action was to lock us out of our own houseIt seems most honest people would attempt to be transparent with their customersThis company packed up and ran when we asked for any proof of any amount of money being spent in our homeThe work they did do will take possibly thousands of dollars to fix, as it will have to be taken out an redoneThe roof, siding, gutters, brick, deck, and windows all have be repaired or redoneWe asked them to fix these itemsThey initially agreed to fix them and now have given us zero response.
Regards,
*** ***