Mission Restoration Inc

We are very sorry for the inconvenience of of the broken oven doorWe were told by *** that the part we needed was on a manufacturer's backorder, so would take longer than to arriveAfter several weeks of waiting, we found one door of the same model available on ***We
purchased this door and upon installation, it also shattered, rendering it uselessThough we searched other websites and appliance stores, we were unable to find a match for the doorWe received always the same response, that the door was on backorder from the manufacturer. Our Senior Project Manager has already met with the homeowner to discuss moving forwardWe will be providing the homeowner with a range that is similar to the one she currently ownsWe will also be fixing the area where there is damage to the floor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I would like this complaint to remain open until all work is completed
Regards,
*** ***

Good afternoon,My name is *** *** and I am the production managerI wanted to reach out to you and personally apologize for the confusion and frustration regarding this matterAfter speaking with your insurance adjuster and reviewing the files regarding this project I have concluded that the
amounts you specified match the records of the insurance companyI'd like to assure you that we only charge what insurance approve and sometimes there can be a bit of confusion between the insurance company and our companyI have attached an invoice reflecting a paid in full invoice to match your requestIf you have any further questions or concerns, please feel free to contact me directlyThank you*** *** ***

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.
Bathroom restoration complaint bathtub removed by worker with sledgehammer replaced with new tub has cracks in center needs to be replaced picture sent at their request no reply.
Regards,
[redacted]

Hi [redacted],
I have contacted the customer directly regarding the above complaint. I will let you know when we reach resolution.
Thank you,
[redacted]
Mission Restoration
Office: 619-243-0007
Fax: 619-243-0037

I would like to take this opportunity to thank you again for bringing the issues on your job to light. As I mentioned before, we do use this kind of feedback as an opportunity for growth and development. I have shared your feedback with the rest of my senior management team, as wells as with the individuals involved directly with your job. 
We are a great company, but there is always room for improvement, and I am deeply sorry that we failed to show you just what a great company we are. I know that our team did not conscientiously mean to be dismissive of your requests, but the way in which they treated them was wrong. We view any failure of one our team members as a failure of the company, and I would like to take responsibility for the non-responsiveness of the team assigned to your project. 
Should you ever have the need in the future, we would be more than happy to work with you again. 
Please know that your thoughts have not gone unheard, and we are using this to better our practices. 
I will have my office issue a refund check today. Taking into account the excess baseboard you pointed out on line items 38 and 39, the check will be in the amount of $[redacted]. It should arrive by the end of the week, or Monday at the latest, as the holiday will interrupt regular mail service this week. 
I would also greatly appreciate if you would be kind enough to give us an updated Yelp review. We really are a caring company, and when we make a mistake, we always want to resolve it as best we can. I know that I cannot change the past, but I do hope that we have been able to come to closure with the issues you experienced on your job. 
Best regards,
[redacted]
Mission Restoration
Office: 619-243-0007
Fax: 619-243-0037

Revdex.com:
The revised scope of work was forward to me on...

October 30th and I have since reviewed the information. Attached is my letter to Mission Restoration and a spreadsheet identifying the items in question.  No resolution has been received.
Regards,
[redacted]

Hi [redacted],
 
I wanted to update you that we addressed this complaint directly with the homeowner. We are very sorry that there were miscommunications resulting in wasted time for the homeowner. We understand that time is valuable, and we hate to leave a bad taste in our customers's mouths....

Our goal is always to leave our homeowners satisfied, and we train all of our mangers to be "pickier" than a homeowner; quality is important to us.
 
We did discount the final bill for the homeowner, and the work is completed.
 
Please let me know if any further information is needed from us.
 
Best regards,
 
[redacted]
Mission Restoration
Office: 619-243-0007
Fax: 619-243-0037

Good afternoon [redacted], I
am writing to you in regards to the complaint to the Revdex.com last week. I'd
like to start off by apologizing for the series of events that have
occurred in your home and our company's actions on your project. We take
these complaints very serious and want to resolve any...

further issues
that might be remaining. I have been in contact with your project
manager [redacted] and his Supervisor [redacted] in regards to your project and I
am aware that many things have been addressed that were originally
concerns mentioned in the complaint. Please call me if there is still
pending concerns that we need to address or discuss.. We spoke briefly
earlier this week but unfortunately you were at work, please call me at
your earliest convenience to discuss. Thank you.[redacted]Mission Restoration[redacted]

[redacted],We have already been in communication to[redacted] regarding her complaint. We are almost complete with the work in her home and have waived her deductible so that no out of pocket expenses are incurred by herself on this job. Sincerely,[redacted]

Initially, I believed Mission Restoration would make the process of the project timely as they showed up early in the week. They worked through the week and then Inwas told on Friday that they’d be there on the weekend. Not ideal, but after some talking with my husband, we adjusted our schedule to have someone in our home while they worked. They moved my master bedroom bathroom toilet to my shower, saying that was the only option, although they could have put it elsewhere.
After they were done with the day’s work, I asked them to put the toilet back...they refused saying the plumber would be out the next day to move it back. The plumber did not show up the next day or the day after. Hoping the plumber shows tomorrow. The general contractor, Sean Clemons IS THE WORST.
He had terrible customer service. I’d call him and he’d send me to voicemail. TERRIBLE.

Beware, this company is NOT approved by the Revdex.com!

Review: A pipe burst in the wall of our bathroom on Sept. 3, 2014, and I was referred to Mission Restoration for reconstruction services. I was told that the job would take approximately 2 weeks to complete. It has currently been 4 months, and our bathroom is still unfinished and unusable. During this time, communication has been terrible between the people working for this company. I have had to initiate endless calls to everyone in order to move this job ahead and facilitate communication between the parties. They were nice on the phone, but did not follow through with what they promised to do. I have been told on numerous occasions that someone would be out the next day, only to have no one show up. No one bothers to call to let me know, so I end up leaving my home open day after day, and stay home waiting for workers who never come. I had to take on the job of project management. I have had to chase down the adjuster to get paperwork submitted, take pictures and chase down people to take care of damages caused by their workers. Unnecessary delays occurred time and time again due to lack of attention to my project, resulting in items not ordered, etc. Numerous delays were caused by their failure to provide a proper contract to the subcontractor, and questionable charges to my insurance company were not addressed to my satisfaction. I had to get into the middle of all of these problems because no one was doing anything to solve them. My husband and I have had to share one bathroom with our two adult sons, which has become very stressful. There was absolutely no follow-through until I got mad. I was denied contact with the owner/president of the company to discuss my concerns. I wanted an opportunity to be heard by the owner, but the staff absolutely refused to let me speak with him.Desired Settlement: I would like to be compensated for the stress and inconvenience that I endured, and for my role in driving the job from start to finish. I would like to be compensated for the numerous times I have stayed home and cancelled appointments only to find that no one showed up or bothered to call. I would like my bathroom to be completed.

Business

Response:

[redacted],

I know why they are not Revdex.com accredited - their work is sub-par, incomplete and very sloppy. I don't want anyone else to experience what I have gone through. We had a leak in the wall between the garage and one of the bedrooms. Although they wanted an opportunity to come in and fix the job in the bedroom, I don't trust them to do so. I also have to have another contractor come in to fix their mistakes. The work in the garage was sloppy at best and the bedroom was a disaster. I have pictures of their inferior work and as they say, pictures are worth a thousand words.

Review: Mission was hired July 8th 2014 to do a job they said could be done in less than a week. It is now August 11 2014 and they have barely done any work to our house. We have to constantly call and email to get them to do any work. The work they have done was contracted out to a third party. They constantly set appointments and miss them and don't bother calling us to tell us they aren't going to show up. We do not have use of one of our bathrooms and a bedroom. The work is long overdue and they would have never been hired if I knew it would be a month later with barely any work done.Desired Settlement: Finish the job in a timely manner as agreed, communicate with us first before we have to contact you, provide a discount for our time spent sitting at home for missed appointments without any notification.

Business

Response:

Hi [redacted],

Review: [redacted] CAME TO OUR HOME 4 JAN 2016, AND SPOKE TO MY HUSBAND IN REGARDS TO THE DAMAGE DONE TO OUR HOME DUE TO A LEAK IN THE WALLS. .THE OTHER PROJECT MANAGER [redacted] SHOWED UP A FEW DAYS LATER. WHEN HE FIRST ARRIVED HE TOLD US THAT THIS JOB WAS ONLY GOING TO TAKE A WEEK OR 2 TO COMPLETE AND HE WOULD TAKE CARE OF EVERYTHING. WELL, HE DID NOTHING OF THE SORT. THERE WERE DATES PROMISED OF WORK TO BEGIN, AND THEY NEVER STARTED ON TIME OR CAME AND WHEN THEY DID COME, THE WORK WAS ONLY PARTIALLY DONE. WE MOVED OUT OF OUR HOME ON THE 29TH OF JANUARY IN ORDER FOR THE FLOORING WORK TO BEGIN. HE STATED THAT HE WOULD HAVE US BACK IN OUR HOME WITH ALL THE WORK COMPLETED ON THE 6TH. WE CONTACTED HIM DURING THE WEEK TO ENSURE BEFORE MOVING OUT OF THE HOTEL THAT THIS WORK OF THE ENTIRE UPSTAIRS WAS COMPLETED AND ON SATURDAY, 6 FEB, WE CONTACTED [redacted] AND HE STATED THAT THE WORK WAS DONE EXCEPT FOR A PIECE AT THE TOP OF THE STEPS AND WE COULD GO HOME. HE ARRANGED FOR OUR FURNITURE TO BE MOVED BACK IN, AND WE WENT HOME THAT NIGHT. WHEN WE ARRIVED, OUR HOME WAS NOT FINISHED. WE FOUND THE WALLS DENTED, FURNITURE BROKEN, BLINDS BROKEN, INCOMPLETE WORK, HAZARDOUS MATERIAL LEFT IN MY HOME WITH A CHILD THAT HAS ASTHMA, AND THEIR TOOLS, AND SUPPLIES JUST LYING AROUND MY HOME. ALL HE KEEPS DOING IS APOLOGIZING WITH NO RESOLUTION BUT CONTINUES TO ASK FOR PAYMENT FOR WORK THAT ISNT COMPLETE. I CONTACTED [redacted] KAMMERER WHO ASSURED ME THAT HE WOULD SPEAK TO UPPER MANAGEMENT, ON 10 FEBRUARY, & HE STATED THAT HE WOULD GET BACK TO ME IN A FEW DAYS AND I STILL TO DATE HAVE NOT BEEN CONTACTED. ONLY BY [redacted] WITH WHOM I NO LONGER WANT TO DEAL WITH. ON SATURDAY, 13 FEB WHEN MY HUSBAND CONTACTED [redacted] IN REGARDS TO OUR WASHER & DRYER NOT BEING HOOKED UP. HE SENT OUT A PLUMBER ONLY FOR US TO DISCOVER THE PERSON THAT TILED THE UPSTAIRS LAUNDRY ROOM COVERED THE DRAIN HOLE. THE PLUMBER SAID WE NEED THAT HOLE IN ORDER TO PREVENT POSSIBLE DAMAGE IF IT LEAKS. NO ANSWER FROM [redacted]Desired Settlement: WE WOULD LIKE TO HAVE THE WORK FINISHED THAT THEY STARTED AFTER SITTING DOWN WITH UPPER MANAGEMENT AND GETTING A WRITTEN AND DETAILED DESCRIPTION OF WHAT THEY WILL BE DOING WITH DATES. WE NO LONGER WISH TO DEAL WITH DEWAYNE AS HE HAS PROMISED WORK DONE, AND IT HAS BEEN UNSATISFACTORY AS OF DATE. WE WOULD LIKE A REFUND OF OUR $1000 DEDUCTIBLE AS WE HAVE HAD TO DEAL WITH EMOTIONAL AND MENTAL STRESSES. WE WOULD ALSO LIKE TO HAVE THE THINGS BROKEN, SCRATCHED AND DAMAGED BY MISSION RESTORATION AND THE MOVING COMPANY THEY HIRED REPAIRED AND WE'D LIKE A FORMAL APOLOGY. ALL WE WANTED WAS FOR OUR HOME TO BE PLACED BACK THE WAY IT WAS BEFORE THE DAMAGE. THIS HAS BEEN A LONG AND GRUELING PROCESS FOR MY FAMILY OF 5 AND WE'D JUST MOVED IN TO OUR HOME ON THE 15TH OF DECEMBER 2015. I EXPECTED THIS COMPANY TO BE MORE PROFESSIONAL AND THE EXPERIENCE HAS BEEN THE WORSE. IM DRAINED AND MY FAMILY IS PHYSICALLY AND MENTALLY TIRED OF THE "UNKNOWN" AND NOT BEING ABLE TO GET SETTLED.

Business

Response:

Good afternoon [redacted],

Review: Contractor has failed to provide a revised scope of work and itemized billing. Their Terms and Conditions state payment is due within fifteen (15) days of the invoice; however, they insisted on payment without invoice prior to completion of the job of $[redacted]. This amount did not include the $[redacted] deposit at the start of the job. Although I kept requesting the revised scope of work due to charges of labor and material appearing on the scope which I did not receive, I was never given one. The final invoice for $[redacted] was one line, no itemization & no revised scope of work. When I stated to the Project Manager I had 15 days to pay from receipt of invoice, he stated the crew could not be paid until receipt of my funds. Also, when I asked for them to revise the original scope errors, I was told it could not be done because the estimate was a "computerized program".Desired Settlement: Would like a copy of the revised scope of work and itemized billing with adjustments made to labor and materials.

Business

Response:

Hi [redacted],

I have contacted the customer directly regarding the above complaint. I will let you know when we reach resolution.

Thank you,

Mission Restoration

Office: 619-243-0007

Fax: 619-243-0037

Consumer

Response:

The revised scope of work was forward to me on October 30th and I have since reviewed the information. Attached is my letter to Mission Restoration and a spreadsheet identifying the items in question. No resolution has been received.

Regards,

Business

Response:

I would like to take this opportunity to thank you again for bringing the issues on your job to light. As I mentioned before, we do use this kind of feedback as an opportunity for growth and development. I have shared your feedback with the rest of my senior management team, as wells as with the individuals involved directly with your job.

We are a great company, but there is always room for improvement, and I am deeply sorry that we failed to show you just what a great company we are. I know that our team did not conscientiously mean to be dismissive of your requests, but the way in which they treated them was wrong. We view any failure of one our team members as a failure of the company, and I would like to take responsibility for the non-responsiveness of the team assigned to your project.

Should you ever have the need in the future, we would be more than happy to work with you again.

Please know that your thoughts have not gone unheard, and we are using this to better our practices.

I will have my office issue a refund check today. Taking into account the excess baseboard you pointed out on line items 38 and 39, the check will be in the amount of $[redacted]. It should arrive by the end of the week, or Monday at the latest, as the holiday will interrupt regular mail service this week.

I would also greatly appreciate if you would be kind enough to give us an updated Yelp review. We really are a caring company, and when we make a mistake, we always want to resolve it as best we can. I know that I cannot change the past, but I do hope that we have been able to come to closure with the issues you experienced on your job.

Best regards,

Mission Restoration

Office: 619-243-0007

Fax: 619-243-0037

We have home warranty for our rental property in 594 Allenwood lane. American Homeshield sent Habit plumber to fix a water leak behind the refrigirator. He told our Tennant that he knowsik a company that can check for water leaks and mold. The company is called Express Dry which they claim are affiliated with mission restoration. Without my permission they cut our newly remodeled custom cabinets in pieces. And throw them out also, they cut into the sheet rocks and started restorations. This company Express Dry did not bother to call me ( home owner) and talked my Tennant into allowing them to cut into the wall and start restorations. What they have done is totally against the low. When I confronted the technician after the fact, all he said that he was sorry. I have then asked them to send me the pictures of the actual damages, and they only sent pictures of the walls before the demolition. Mission restorations have good reputations, but companies like Express Dry is tarnishing their name. I believe The plumbers and the restoration companies Are working together to get new customers.

Review: Original restoration work was started on 12/08/2014. At the walk through we were told it would take a week to do all the agreed upon repairs. The worker hired by this company did not put in a full day's work this week and instead of doing work that one person could do, he attempted to do work that was a minimum of a two person job. He would leave for extended periods of time, show up late, and damaged additional items in the house. One of the main items was the glass door of the oven. He didn't even inform us that it was broken and we came home to discover it broken along with food items from our refrigerator left on our counters. The next day he informed us that he had ordered a replacement door from [redacted] - this would mean that he ordered it on the 12th. Work that was done by him during that first week had to be redone when he had a helper. They canceled on us on two of the agreed work days, went through our items in the garage that they did not have permission to use (including using our supplies). All of this time we were NEVER contacted by the "Project Manger" to see how work was. The only time he contacted us was to make sure the insurance adjuster got a copy of the CC&Rs so that the checks could be issued. The "Project Manager" did a final walk through and had us sign a "Certificate of Completion" even though the oven door was not fixed. After several emails to the company because we felt like we were getting the run-around from the worker who broke the oven door, we finally got the order number and nothing else about the order. We had to contact Sears to find out the status. That is when we discovered that the order for the part had not actually been placed until the 27th of December. The part was on back order. After even more back and forth with this company we were finally informed that the part is no longer being made - but they found a part. It was not the correct part and now there is new damage to the new floor.Desired Settlement: Since the door for our oven is no longer being made, it seems only fair that they replace the oven with a new oven that is of closest model to our current one. We also desire that the new damage done to the floor be fixed though we prefer it not to be done by this company due to the experience we have had.

Business

Response:

We are very sorry for the inconvenience of of the broken oven door. We were told by [redacted] that the part we needed was on a manufacturer's backorder, so would take longer than normal to arrive. After several weeks of waiting, we found one door of the same model available on [redacted]. We purchased this door and upon installation, it also shattered, rendering it useless. Though we searched other websites and appliance stores, we were unable to find a match for the door. We received always the same response, that the door was on backorder from the manufacturer.