Premier Restoration, Inc.

[redacted] Please find our responses below Customer’s Statement of the Problem: Work involved complete tear out of kitchen, tear out and replacement of...

approximately 840SF of sub flooring and solid wood flooring. The workmanship by subcontractors was very, very poor. The subfloor had to be done twice The sub-floor was not done twice.  The sub floor was completed to industry standards.  Ms. [redacted] still was not happy with 3 half sheets of subfloor so we replaced them to appease her.  The quality of the sub floor was completed appropriately. and repairs had to made to new wood flooring. SEE BELOW REGARDING FLOORING There are still a few cracked pieces of new wood floor in the home. SEE BELOW REGARDING FLOORING Owner of Premier Restoration yelled at homeowner, He was trying to explain to Ms. [redacted] she was being unreasonable and that is when Ms. [redacted] explained she is losing her eyesight and that she was taking it out on Mr. Baughman and she apologized. but later apologized. Homeowner incurred increased expenses hiring other more reputable service people to complete the job because Premier had not proven to be reliable and proficient. Ms. [redacted] incurred increased expenses because she purchased new and updated items, i.e. LED under cabinet lighting that required individual junction boxes that had to be fished down behind her new cabinets and it went way over the amount covered by her insurance loss, plumbing-there were increased expenses due to a farm sink she purchased instead of re installing the under mount stainless steel sink which is what her insurance covered, she also purchased a new “Touch Sensor” faucet that was $297.00 (Insurance covered $137.00 to re install her working faucet), also the plumber she hired did plumbing work under the house which was not included on our contract. We were told that accounted for $329.00 of the bill (Described on the invoice as “Description”) Also on Ms. [redacted]’s plumbing bill is a cost of $364.00 to install 2 PVC shut off valves for under the sink. We received a call from Ms. [redacted]’s cabinet supplier/installer in a panic that her valves were not long enough to accommodate her new farm sink cabinet, I pulled a technician off of a different job to extend the PVC water lines, at no additional cost, so her cabinet company could continue the install. This was an insurance claim. This claim involved a contract for specific repairs that were insurance company approved. Premier Restoration and Ms. [redacted]’s insurance company went way above and beyond her initial loss and beyond the contracted scope of repairs to satisfy her claim. In response to: Desired Settlement:                       I think the business owner should acknowledge errors and poor workmanship. It would be great if the pieces of cracked wood flooring were replaced. 1st - When the flooring was installed Ms. [redacted] had concerns about a few of the boards. The installers replaced between 6 & 8 boards. Because Ms. [redacted] has a medical issue concerning her eyes her sister-in crawled on the floor inspecting every board. 2nd – Please look at attached pictures and also take the time to look up the product she chose - http://www.truehardwoods.com/Mullican_Knob_Creek/hickory-saddle-3.html, this is Mohawk Mullican Knob Creek Hand Sculpted. This is beautiful flooring that is constructed to look Vintage having a unique finish. Even so our flooring vendor did work with Ms. [redacted] and replaced the boards she disliked. She also verbally signed off with a hug and an apology to our owner [redacted] with Ms. [redacted]’s brother, sister–in-law, our General Manager [redacted], two Sherwin Williams managers and the owner of the installation company as witnesses.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Reference the flooring issue:
(1) Chipped and cracked planks were installed: damage/imperfections that were outside of "handscraped" finish.
(2) Damaged planks should not have been installed in the first place. It is the installers (Sherwin Williams of Salisbury, MD) to inspect planks before installing.
(3) Premier Restoration owner was verbally abusive to customer as he arrived and was entering home and in the home.
(4) Wood flooring was only corrected AFTER homeowner's brother-in-law arrived; not before. Prior to brother-in-law arriving, Premier
refused to make some repairs, replace planks, fill in open spaces.
Reference the apology: Why argue about a hug and apology? Really? Premier sounds like a child screaming, "She said sorry first!". Is this professional? Homeowner is a trained Ph.D. in Clinical Psychology. Homeowner knows how to communicate in difficult situations and tried to incorporate those techniques in this way. FACTS:
(1) Homeowner stated, "I'm sorry you are upset" to Business owner. Homeowner cried out of fear and frustration. Business owner hugged homeowner because of crying and apologized which was kind.
 
 
 
 
homeowner because homeowner cried.
 
 
 
 
Regards,
[redacted]