Resto Corp

This company was recommended to me by my homeowners insurance. They came to assess our water damage for an estimate in February 2017. Our very first time meeting with Dennis he told us (myself and my fiancée) that our $1000 deductible would be worked into the estimate so that we never needed to pay it out of pocket. After agreeing to the estimate that was handed in we decided to proceed. Dennis told us for a second time he worked the $1000 deductible in to the estimate with labor hours and time, they always like to work with the customer so that we don’t have to pay it out of pocket. We were thrilled with this information and proceeded. Well, 10 months later all of the work is not finished. It was a job estimated to be 4-6 weeks. Things between us and the company (Dennis specifically) have gotten unfriendly. Last week he told us he would give us a check for $1198 to have our laminate countertop made and installed by a third party so that his guys did not have to install it. We ordered the countertop. A few days later he said he would now only give us $725 for the countertop which we already had ordered, almost $400 short of his first figure. Later that day, Someone from insurance contacted Dennis regarding this matter. Dennis told him the low number was just the counter and that the high number was for both counter and install. Later that same day Dennis sent an email stating he would give us $687 for the countertop and installation total. His price now changed 3 times within hours. I told both Dennis from Resto and the insurance guy I would contact the supervisor to get this matter resolved. Immediately after that I received an email from Dennis at Resto stating I now owed a $1000 deductible so they would not be giving me any money for the countertop (which he had me custom order because he didn’t want to install) nor was he giving us money to replace our sink, faucet, sprayer and drain. The Kohler sink which was only just over a year old that Resto threw away when they removed the old countertop, the sink was not part of the estimate as it was not damaged by water. Resto tried to tell us that they put the price for a sink in their computer and after depreciation and other factors they were only allowing $140 for a new sink. A sink that was $300. They threw it away, it was not part of the damage, they should not be putting numbers in a computer with depreciation. They should be replacing it out of their own pocket full price since their guys messed up and disposed of it. This company has lied, cut corners and performed sloppy work every step of the way. Dennis lied numerous times about me the customer, info at the job site and materials and other charges. On Wednesday October 12 Dennis was at my house To go over all the touchups and damage to the floor that his workers had caused that he needed to send his men back to fix. At that time we went over everything else and he told me to send him the sink that I had chosen which he had allotted $200 for as well as the faucet that I had chosen which he had allotted $150 for as well as the kitchen cabinet knobs I wanted. I had previously sent all of these things to both Dennis and one of his workers named Matt so he had told me to send them all again so that we could get everything ordered and installed as soon as the counter was done. Well once again the prices all changed. A few days later the sink was down to $198 and the faucet $140. Later that same day the prices changed yet again and the sink was down to $142 and the faucet $90. My not even two year old Kohler sink which was $300 they threw away and now want to offer $140 because of depreciation?!?! Baloney, they made a mistake by throwing it out and they should replace it full price out of Resto’s pocket not mine. But lo and behold, later that SAME day just like with the countertop, I suddenly owe a $1000 deductible so they will not be giving me a sink or countertop. Obviously the sudden request for the $1000 deductible that we were told several times we did not have to pay because it had been worked into the estimate was now being charged to us because I contacted higher ups in that reached out to Dennis. I have all of the changing prices that Dennis issued in both emails and texts that show he kept changing the prices. Resto also threw away all of the materials and supplies needed to hook up my dishwasher. I want all of those items replaced as well out of their pocket, full price. Now 10 months later I am stuck trying to figure out how to pay the company for a countertop that I ordered based on a price Dennis gave me that he’s now not giving me any money for on top of trying to figure out how to purchase a new kitchen sink and faucet. I have two young children and 10 months later my house is still a mess, All of the contents of my living room and kitchen are still in one large pile the painter has not finished or fixed any of his work the floor guy has not finished and fixed any of his work I have no countertop and no sink in the kitchen that I was unable to use since April. It’s unfortunate that Resto employees such dishonest people and that their workers do such sloppy work and act so unprofessionally. Dennis has done nothing but lie about me, the project, his employees and pricing. He’s done everything possible to put the blame on us, the customer. This company should not be allowed to run a business! They are dishonest and unprofessional!

Review: [redacted], I have attempted contact with [redacted] on several occasions regarding the status of work incomplete at (my home) in Greenwood Lake NY. I also had reported many problems I had involving the installation of my roof from scratching my pick up truck in several spots, to me getting flat tires from old roofing nails that are scattered about my home (I have already picked up about 75 of these), to the roofing material delivery service who decided to back up and park over my leeching field during delivery, to the dry wall crew cutting corners during the hanging process and other problems along the way. I was not happy with the performance of the crew who participated in the roof installation with all the problems mentioned. For some reason I think you may not have known all the issues. [redacted] had left a 5 gallon spackle paste and a roll of tape but no one to return and do the drywall ceiling work. There has been much miscommunication between Resto Corp and myself. I am dissatisfied and [redacted] has handled this poorly. I had a text exchange with him last week indicating my need for someone to come out and look at an issue of popped nails on a section of the new roof put on. I also had asked him to call me and I got the grand ignore in the end. I am very displeased with [redacted], his approach in handling these matters and the underlying disrespect towards me. I am so unhappy with his performance that I "do not" want him returning for following up of repair work and other aspects of my home job that have been ignored and incomplete to date. I want someone else other than him follow up and I insist on being present for any further visits at my home. There seems to be a miscommunication or misinterpretation involving my particular job. It doesn't matter who is at fault with this, what I do know is that the job is incomplete and no reasonable attempt has been made with me to make good on the job.(this is a copy of a email that was edited to protect the complainant's personal/ private information)Desired Settlement: As of 6-**-13 I had emailed Resto Corp asking them to call me regarding incomplete work and to resolve this matter. I also have advised my insurance carrier of this issue being Resto is a Liberty Mutual preferred contractor.

Business

Response:

To Whom It May Concern,

[redacted] has a small front yard and to maneuver anything presented a difficulty. Shingles are delivered via a large truck with boom capability. How is anyone to know where ones septic or leech fields are located? I was told that a large tree

and it's root system had been removed from the front yard area and that was the reason for the front yards excavated appearance. The pickup truck in question was parked a few feet from the house. I had asked for it to be moved.as. there is always the possibility of it being hit by windblown shingles during the removal process. It was not moved. We do the best job we can when cleaning up. A few nails do tend to show up afterwards. We use a three foot wide rolling magnet to get the few nails remaining that the protective tarp misses. The process is exacerbated in rough terrain i.e. gravel or course stoned driveways and excavated areas. Are we sure it was 75 and not 74 discovered nails? The sheetrock had to be put up on an uneven, unsquared irregular bungalow cathedral ceiling working over and on top of a hot burning pellet stove in a room full of contents and furniture. The smell of cats and the dander inherit to our feline friends got to the installer who as it turns out is highly allergic to the critters. It became impossible to create a schedule to finish the work as [redacted] needed to be home when the workmen worked and he has a job that can require him to be on call at all hours. We normally put a lockbox with a key on the front doorknob of the homes we work in so as not to inconvenience the homeowner. I can't spin on a dime and we had a conversation that led me to believe that we were parting company amicably. Monies were paid for what was done and not for what was as yet undone. Sometimes personalities just don't jive. I'm alright with that. However at this point it becomes a moot point. [redacted] has made contact with [redacted] and the remaining items and issues are being addressed. [redacted] is in control of the monies and again I

reiterate that at no time were we paid to do something that was not completed. He was free to contract with anyone of his choosing to finish the work he wanted done.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Issue still unresolved. No resolution in good faith offered to date.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To whom it my concern,

In response to the letter dated July **, 2013, Resto did send out a representative to review the interior work that was still outstanding from the insurance claim. At that time [redacted] was informed that Resto would need a couple of days to do the interior work and he was also asked to inform us when he had time off from work in advance so we could schedule our people. To date we have not heard from [redacted].

Resto cannot send our roof representative out until [redacted] gives us advanced notice of when he will be home during our working hours. A representative from Resto is available Monday thru Friday 8am to 4pm.

At this point believe [redacted] should contact our office so we can schedule a mutually agreeable day and time for inspection and work. We are unable to move forward otherwise. Additionally I suggest that all communications be done by E-mail so there are no misunderstandings.

Our e-mail address is [redacted].Ilook forward to resolving this

situation to [redacted]' s satisfaction.

Sincerely,