ComplaintsforAdvanced Restoration Services, LLC

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was referred to this company by my homeowner's insurance, who had approved a claim for repairing water damage (internally) on my ceilings. I suspected the roof had an issue and inquired further about obtaining a new roof from the same company. I met with the owner (Juan R*****) and signed a contract to redo the roof, for a total cost of $10,500 (completed in April 2021). The whole point of purchasing a new roof was to ensure that no further water damage would occur. The roof cost was paid for out-of-pocket and not covered by insurance. After the roof completion, I noticed new water stains (on my ceiling) in the dining room and in the living room. I immediately called the company and asked them to come out and take a look at the problem. A temporary resolution was completed, but ultimately I was told that the issue was my dormers and I had rotted wood that needed to be replaced. Four months later, I hired a separate company to replace my siding and indicated that special attention needed to be taken around the dormers. While the siding was being completed, I again had water stains in my living room (this was as of August 2021). This time I did not call Advanced Restoration because I was under the impression that the dormers were the issue. The other company indicated that they believed that the flashing was not installed correctly or it was not installed at all by the dormers. At that point, there was no way for me to substantiate whether this was true or not, but given that the entire house siding is new and all rotted boards were removed, the dormer issue was corrected. As of February 2022, I again had new water stains in my living room in the same location where they were before. I immediately contacted Advanced Restoration and told Juan that this needs to get corrected ASAP. A resolution is still pending. I would not recommend using this company to anyone as the owner does not operate in a professional manner.

  Business response

  04/08/2022

  Business Response /* (1000, 5, 2022/02/17) */ Contact Name and Title: Juan C. R***** Contact Phone: XXX-XXX-XXXX Contact Email: **********************@gmail.com Good afternoon, With regards to the following complaint please find our response to this matter. This customer hired us to assist her with some repairs inside her house due to a water damage from a roof leak. After our inspection we suggested to have the roof replaced because of the age and because if we did the interior repairs that included painting throughout the house all that work could get damage, if the roof wasn't fix. Our recommendation was to get estimates from roofing companies, but she asked us to assist her with the roof replacement. We proceed it to remove and replace the roof and then went on to do the interior repairs that she originally hired us to do. during the repairs process she also approached us for a second floor bathroom remodeling project and we also provided her with an estimate and agree to take care of the work with the understanding that she was responsible for the purchase of multiple materials, because she had already purchased some of them and she want it specific items. My worker also purchased some stone to install in her shower and a vanity that the customer told him she will reimburse him for. After completing all the repairs we went on to test the bathroom shower and she found out that the shower system she purchased was not functioning the way she expected and asked my worker to bring the plumber back. She agree to pay for the plumber service fee since it was not our fault. The plumber was moved from his scheduled day in order to respond to the customer need ASAP. Bathroom shower was corrected and payment for the service was asked for, but customer went on to say that $ 300 was too much for a plumber charge and was demanding and itemized list of the plumbing charges. We explained that a plumber just like other profesional don't only work for the time they spent on-site, but also travel time and other facts. Sometime after all the repairs were completed she contact us and informed us that she had a small water stain in her dinning room ceiling and she believed it was due to the roof recent replacement. Our roofer went out and inspected the roof, but discover that the problem was not the roof, it was the siding. He did a repair t the siding and did not charged her anything for going out there. We received another call from the customer months after the last time we were there and she informed us that she noticed a small water stain in the same area as before. We scheduled an Appointment right away to come out and inspected, but discovered that the leak was not in the same area. She also informed us that she had a company replaced the entire siding. Our roofer went out again to inspect the roof and didn't find any indication of roof damage, but reported that in his opinion maybe during the siding replacement water could have leaked inside the house, but also told her that we will do a further investigation on the matter, for her own piece of mind. During this last event we remind her of her outstanding balance for the plumbing charges and materials purchase and that's when she immediately began to tell us that she was going to file a complaint. She also contact us after hours and we always responded to her. We feel that we have gone out of our of our way to please her and it looks like that's very hard. Consumer Response /* (3000, 7, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) To date (2/24/2022) my roof issue remains un-repaired. We recently had another severe rain storm in the area, and I experienced additional damage in the same ceiling area. As far as the siding is concerned, I previously acknowledged that it may have been the issue, but also stated that my entire siding was recently replaced (August 2021), and the roof still has an issue. I am of the opinion the flashing was not installed correctly. Regarding the additional project the company was engaged for (i.e. the bathroom renovation), it is untrue that I ever agreed to reimburse the company's employee. There was a separate agreement that outlined the total cost of the bathroom project (originally $8500) and was later agreed that I would pay an additional $1500 to cover additional materials. I have an email exchange to prove this transaction. Moreover, the entire purchase was financed through Green Sky for a total cost of $10,000. I find it completely unprofessional that a company would suggest that I need to reimburse their employee for out-of-pocket costs. Such expenses are taken into account as part of the project agreement. Re the outstanding plumber charges, I have repeatedly asked for an invoice for the 15 minutes of work that he did, in addition to asking for his hourly rate. I have been questioning the charge given I recently had other plumbing work done in my kitchen and the work exceeded an hour, but was much cheaper. All-in-all, I am very dissatisfied with how the roof issue continues to linger, not to mention it is now abundantly clear the company is out to nickel-and-dime its customers. I have left out the countless amount of time it took to complete all projects, the number of times company employees failed to show up when promised, and additional charges I incurred for unexpected damages (e.g., dryer not working). As I stated above, the problem remains unfixed and given the amount of money that has been expended, I am grossly unimpressed with the work product. The issue needs to be resolved once and for all; otherwise, I want a credit for the work because I will have to hire another company to correct this company's poor workmanship. Business Response /* (1000, 14, 2022/03/21) */ Good afternoon; Please review the following response regarding this customer. Bathroom: $ 10,000 was the amount agreed to renovate the bathroom, but that was labor only. There is a balance for material purchase and additional plumbing service due to the kind of shower faucet purchase by customer. Roof; My roofer went out to inspect the roof and found nothing wrong with it, however he lifted some shingles to take pictures of the flashing that customer was claiming he didn't installed. My roofer also informed me that the customer told him that she want it to deal directly with him instead of dealing with me. I told him that was ok. After my roofer went out there on March 2, 2022 I have not hear from customer. I believe she has no more problems and if she does I am not aware of it. She has my cell phone number and I have always been available for her even on my days off. Consumer Response /* (3000, 17, 2022/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding the bathroom charges; it is incorrect that the $10,000 was just for labor costs. The entire contract included labor, materials, plumbing, and other ancillary charges. The quote received was broken down by the various itemized, charges. As for the roof, I have been dealing directly with the company's employee, who did come out to the property and replaced some shingles and flashing. He will be returning to further review the repairs, in addition to repairing the ceiling where water damage occurred. Overall, this entire experience has been very disappointing.

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