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 concern. Thank 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 Ms. Felt'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 items. In addition, as a result of a walk-through of Ms. Felt'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, etc. We spoke with [redacted] yesterday (February 2nd) and agreed to send her the detailed list of items, in an effort to have a follow-up call with her to discuss the remaining items. An 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.
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 weeks. We have not had an answer to many texts, emails or certified letters. They have not contacted us in any way to resolve this. Their last action was to lock us out of our own house. It seems most honest people would attempt to be transparent with their customers. This company packed up and ran when we asked for any proof of any amount of money being spent in our home. The work they did do will take possibly thousands of dollars to fix, as it will have to be taken out an redone. The roof, siding, gutters, brick, deck, and windows all have be repaired or redone. We asked them to fix these items. They initially agreed to fix them and now have given us zero response.
Regards,
[redacted]
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: 1. 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. 2. 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. 3. 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. 4. 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. 5. 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.
I am meeting with the property owner this afternoon to look at the area of damage in question. The objective of the meeting is to come up with a plan to repair and complete the project. Thank you,[redacted]Operations ManagerPaul Davis Restoration
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 untruths. Paul Davis is now out and out lying regarding this job. In answer to their response-There was NO detailed work authorization ever provided by this company. We asked over and over for information from Paul Davis. In addition to our insurance estimate-they were working off of their own estimate. They 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 company. That information came directly from the contractor, [redacted]'s, mouth. We NEVER had ONE discussion about windows. EVER. We showed up one day and windows were installed. We told both [redacted] and [redacted] that we didn't pick them and that they had nothing but complaints about them on internet reviews. In fact, some of the windows have already been repaired. While we did pick the color of the roof and siding-we have no idea how much they cost or what brand they are. One day two bathtubs were sitting in our living room. There had been NO PRIOR discussion that it was time to pick tubs or to pick out which tubs we wanted. My husband said they might be OK but that I still needed to see them. I am handicapped so it was important to see if I could get into the tub that magically appeared in our house. Within 24 hours the tubs were installed. We told Paul Davis to stop working and we needed to meet. We met in our home with [redacted] and [redacted] and told them very clearly that we wanted to pick out the items in our home. We were assured that this would not happen again. We made them take out one of the tubs because it looked so cheap. They told us that it would be no problem as they were going to take it to another house they were working on. We have asked over and over for prices on things going in to our home. [redacted] told me I was the first person in 35 years to ask for a price on anything. He 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 insured. I told him that was unacceptable. We 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 materials. We were desperate to get back into our home and should have stopped everything then and there. I sent a letter right after the meeting asking again for them to please give us something, anything, to give us an idea of the prices. There was no response to that. After 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 brick. That law says if the brick can't be matched then the entire wall in the line of sight is to be replaced. Paul Davis did not tell us about the law and only replaced partial brick. They should have replaced the entire back wall, as most of it was lost in the fire. The load bearing wall in our kitchen was looked at independently by 2 contractors who both said that the wall is sagging and will have to be fixed. All we asked for from this company was transparency. After seeing this response that is filled with lies, it is obvious we were right to not let them continue to rip us off. If 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 locks. Not sure how you can assess a load bearing wall looking through a window. When we last asked for them to stop working until they could provide us with any accounting of the insurance money-they terminated the contract. They have NOT ONCE asked to meet us so that they could address our concerns inside the house. As we pointed out problems throughout the project-they had ample time to address these concerns already. The normal answer to every concern was they would have to ask [redacted] or that "it would be looked at" but never was fixed. Other than responding to the Revdex.com, they have not contacted us at all. There was a fire in the apartment building where we are staying. We followed their employee who took the debris from this apartment and put it into the dumpster in front of our house. The dumpster they are billing our insurance company for. We 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 time. We have the 3 pieces of paper that we were given by Paul Davis and there has NEVER been any LIST OF WORK PERFORMED given to us. The roof is leaking and shingles are damaged, The gutters are holding water. The last wall of siding is not right. The deck railing is not done. The brick should be removed and the entire wall replaced-as per Kentucky law. The windows should be removed as we NEVER picked them. I 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 needed. I 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 sagging. But the number one thing we still need from them is A BILL. We can't even begin to get our house construction going again until Paul Davis gives us a bill. They know that. Our 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 8th. Still nothing. It seems to me that the longer they take to put this bill together the more dishonest they look. PLEASE 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]
Good morning. Our Director of Operations and the manager of contents will be visiting with homeowner on 1/11 @5:30 to discuss and hopefully resolve concerns.Thank youPDR
Thank you. I responded last week, but it appears as though the attachment did not get uploaded.
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 concern. Thank 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 Ms. Felt'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 items. In addition, as a result of a walk-through of Ms. Felt'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, etc. We spoke with [redacted] yesterday (February 2nd) and agreed to send her the detailed list of items, in an effort to have a follow-up call with her to discuss the remaining items. An 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.
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 weeks. We have not had an answer to many texts, emails or certified letters. They have not contacted us in any way to resolve this. Their last action was to lock us out of our own house. It seems most honest people would attempt to be transparent with their customers. This company packed up and ran when we asked for any proof of any amount of money being spent in our home. The work they did do will take possibly thousands of dollars to fix, as it will have to be taken out an redone. The roof, siding, gutters, brick, deck, and windows all have be repaired or redone. We asked them to fix these items. They initially agreed to fix them and now have given us zero response.
Regards,
[redacted]
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: 1. 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. 2. 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. 3. 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. 4. 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. 5. 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.
I am meeting with the property owner this afternoon to look at the area of damage in question. The objective of the meeting is to come up with a plan to repair and complete the project. Thank you,[redacted]Operations ManagerPaul Davis Restoration
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 untruths. Paul Davis is now out and out lying regarding this job. In answer to their response-There was NO detailed work authorization ever provided by this company. We asked over and over for information from Paul Davis. In addition to our insurance estimate-they were working off of their own estimate. They 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 company. That information came directly from the contractor, [redacted]'s, mouth. We NEVER had ONE discussion about windows. EVER. We showed up one day and windows were installed. We told both [redacted] and [redacted] that we didn't pick them and that they had nothing but complaints about them on internet reviews. In fact, some of the windows have already been repaired. While we did pick the color of the roof and siding-we have no idea how much they cost or what brand they are. One day two bathtubs were sitting in our living room. There had been NO PRIOR discussion that it was time to pick tubs or to pick out which tubs we wanted. My husband said they might be OK but that I still needed to see them. I am handicapped so it was important to see if I could get into the tub that magically appeared in our house. Within 24 hours the tubs were installed. We told Paul Davis to stop working and we needed to meet. We met in our home with [redacted] and [redacted] and told them very clearly that we wanted to pick out the items in our home. We were assured that this would not happen again. We made them take out one of the tubs because it looked so cheap. They told us that it would be no problem as they were going to take it to another house they were working on. We have asked over and over for prices on things going in to our home. [redacted] told me I was the first person in 35 years to ask for a price on anything. He 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 insured. I told him that was unacceptable. We 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 materials. We were desperate to get back into our home and should have stopped everything then and there. I sent a letter right after the meeting asking again for them to please give us something, anything, to give us an idea of the prices. There was no response to that. After 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 brick. That law says if the brick can't be matched then the entire wall in the line of sight is to be replaced. Paul Davis did not tell us about the law and only replaced partial brick. They should have replaced the entire back wall, as most of it was lost in the fire. The load bearing wall in our kitchen was looked at independently by 2 contractors who both said that the wall is sagging and will have to be fixed. All we asked for from this company was transparency. After seeing this response that is filled with lies, it is obvious we were right to not let them continue to rip us off. If 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 locks. Not sure how you can assess a load bearing wall looking through a window. When we last asked for them to stop working until they could provide us with any accounting of the insurance money-they terminated the contract. They have NOT ONCE asked to meet us so that they could address our concerns inside the house. As we pointed out problems throughout the project-they had ample time to address these concerns already. The normal answer to every concern was they would have to ask [redacted] or that "it would be looked at" but never was fixed. Other than responding to the Revdex.com, they have not contacted us at all. There was a fire in the apartment building where we are staying. We followed their employee who took the debris from this apartment and put it into the dumpster in front of our house. The dumpster they are billing our insurance company for. We 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 time. We have the 3 pieces of paper that we were given by Paul Davis and there has NEVER been any LIST OF WORK PERFORMED given to us. The roof is leaking and shingles are damaged, The gutters are holding water. The last wall of siding is not right. The deck railing is not done. The brick should be removed and the entire wall replaced-as per Kentucky law. The windows should be removed as we NEVER picked them. I 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 needed. I 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 sagging. But the number one thing we still need from them is A BILL. We can't even begin to get our house construction going again until Paul Davis gives us a bill. They know that. Our 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 8th. Still nothing. It seems to me that the longer they take to put this bill together the more dishonest they look. PLEASE 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]
Good morning. Our Director of Operations and the manager of contents will be visiting with homeowner on 1/11 @5:30 to discuss and hopefully resolve concerns.Thank youPDR