ComplaintsforVeteran Restoration LLC

• Initial Complaint

  04/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired Veteran Restoration in March, 2021 following the freeze the prior month. We had damage as a result of burst pipes. We continually asked for project estimates; we wanted to incorporate some upgrades into the restoration (we planned to obtain a loan for the upgrades as they would not be paid by insurance). We were never provided estimates. We requested notification before any contractors / subcontractors came to do work so we could lock our dogs were locked up. We were never notified. We specifically asked if the wine cooler we had could be built into the island. We were assured it could with no issues and that was subsequently done. We had a tv on top of the refrigerator. We asked if a cabinet could be built to house that tv. We were assured that could be done and it was. Once most of the work was completed, we unpacked. There were still things that needed to be completed, for example, all the knobs needed to be installed. We were never given a time for that work to be done so my husband ended up taking a day off work to do it. When we plugged in the wine refrigerator two things happened: it got so hot that you could feel the heat radiating up from the island and it couldn't cool the wine. We paid $19,323 in April and $10,920 in July. Final invoice was $14,930.07; we remitted a check for $13,737. that check was never cashed. The difference in the amount billed and amount paid of $1,193 is to reimburse us for the time my husband spent installing knobs (we deducted the amount on the final invoice for this activity as the contractor didn't have to pay anyone else to do it) and the amount will have to spend on a new wine refrigerator since we are not able to use the one we had as was our original plan. We did not deduct for the missing kickplates, the lack of caulking around the sink, the shoddy plaster repair in several places or the fact that shelves in the cabinets can't be moved (holes for shelves were drilled too small).

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/05/10) */ Contact Name and Title: Steven ******* G*** Contact Phone: XXXXXXXXXXX Contact Email: steve@veteranrestoration.vet In reference to this complaint filed against Veteran Restoration. Veteran Restoration had been hired to provide mitigation and reconstruction services for this claim. Veteran Restoration completed the mitigation phase of this property. Following the mitigation Veteran Restoration worked to get all of the repairs needing to be done on this property approved with their insurance carrier. This is a lengthy process although very necessary when dealing with insurance and coverage. Once everything was approved Veteran Restoration started with the reconstruction of the property. As work commenced the homeowner asked about adding to the project. Veteran Restoration gave bids on the add-ons they wanted and received approvals. That work started as well. During the duration of the reconstruction the homeowner expressed how happy they were and how good the quality was. As the job went on there were some delays due to supply as it was right in the middle of the COVID-19 pandemic. Regardless Veteran Restoration worked to complete everything for the customer. Customer claims Veteran Restoration never provided estimate: This is a false claim as detailed estimate was provided and they can once again be provided as they are in the homeowner's file. Customer claims they were never notified that crews would be working on their property prior to arrival. This is again false as they were notified every time and there was a lockbox places on the homeowner's door so while they were away Veteran Restoration crews could get in the property. Customer claims Wine Cooler didn't work: Customer asked for their freestanding wine cooler be built into their island. At the time of the request, I told the homeowner we could built a place for the wine cooler although the wine cooler they currently had was not a built-in wine cooler. It would fit but it would not work properly as it was not designed to be inside a cabinet. The homeowner knew it would not work properly and requested we put it in regardless. This was all discussed and is in a text message with the homeowner. As well, I would like to note that Veteran Restoration did not charge the homeowner for the upgrade to build in the wine cooler. This was one of many add-ons Veteran Restoration didn't charge for because one of the homeowners is a Veteran and we wanted to give them more. When the homeowner contacted Veteran Restoration (VR) about the wine cooler not working properly we informed them once again that the wine cooler they were using was not designed to be inside a cabinet and they would have to buy one that did. Again, this was an add-on and not only did VR built the island to be able to house a wine cooler, VR also ran a line power and installed an outlet for the wine cooler to run. This was an add-on that the homeowner received at no charge. That all being said when the homeowner decided that they wanted VR to purchase them a new wine cooler and install it at no cost we said we would not do that. If they wanted to buy the proper wine cooler that goes in that cabinet, we would be happy to do the install but we were not going to buy them a new one. Note: The wine cooler they had was not broken. It works as designed and still works. TV on top of the refrigerator: The customer asked for a cabinet that could house their TV above the refrigerator. They had a TV up there but it was sitting on top on the refrigerator. VR did in fact build that cabinet and even went as far as installing hideaway doors so when the homeowner didn't want the TV to be seen they would close it or if they wanted it on, they could open the cabinet doors and slide them back as if the doors where not even there. Again, this was an add-on that the homeowner was not charged for. As well VR installed the TV and ran all the cables and installed and electrical outlet so all the cables where hidden for a clean look. As per the customers complaint word for word.... (We asked if a TV could be built to house that TV. We were assured that could be done and it was) That being said I am a little confused as to what the homeowner's complaint is, as the work they requested was done and once again this was not charged to the customer. Cabinet Hardware/Knobs: The hardware they customer wanted was on backorder. Once the hardware did come in it was scheduled to be installed. The homeowner was informed VR would have the cabinet installer out to their property to install the hardware on September 29th 2021 This was communicated by text. When my cabinet installer went to the property, he sent me pictures of the hardware that had been installed already. I called the homeowner to ask who installed them. The homeowner said he had installed them himself the day before. The homeowner didn't let us know he had done it himself and said he knew it was on the schedule for the 29th of the month. Because the homeowner didn't let us what he had done, VR executed the schedule and our cabinet tech was sent out. Due to the fact that the customer did know we were coming out on the 29th and didn't inform us he had done the work we did not credit him back as it was on the schedule and a tech was sent to the property. Again, this is in a text message and has been documented. Missing Kickplates: There were no missing kickplates. Their cabinets where custom built and all kickplates were in place when the job was completed. Lack of caulk around sink: This is the first time we are hearing there was a lack of caulk around the sink. I am currently looking at the completion pictures in their file and the sink is perfect. Shoddy Plaster Repair: Prior to VR working in this property there had been previous repairs done by another contractor. The homeowner asked if we could fix those spots where the texture on the walls didn't match. VR said we could do that and provided a bid in the amount of $2500 to sand the walls, skim coat them and retexture all the walls to make everything even throughout. The homeowner said no to that upgrade so VR didn't do it. Once the painters had completed the paint on the property the homeowner pointed out some areas that they were concerned with. We explained that those areas were not part of the bid and that we could do them but it would be at a cost to the homeowner. The homeowner said to me he thought we should just do it since we were there. I reminded the homeowner we would be happy to do it if they would like us to but they had to pay for it. Regardless my painter did go out and address the areas they questioned for free. I have pictures before and after of the areas of concern. Cabinet Shelves: The cabinets this homeowner received were custom built cabinets. They were built with real wood not particle board like you get from Home Deport or Lowes. These are custom and very high quality. That being said the holes for the pegs are tight. Not like the one size fits all that you get from Home Deport or Lowes. There is a reason they are like that and the shelves can be moved. If they couldn't be moved, how do you think we got them in and out of the cabinet and set the shelf height they wanted?? Now I would like to address the last 8 months. The homeowner was sent their invoice in the amount of $14,930.07 on September 27th 2021. After receiving the invoice there was a period of a few weeks we did not hear from this homeowner. On Friday October 8th 2021 the homeowner text me and said "see email". I viewed his email where he had deducted money from his final invoice. Through text message and email I informed the homeowner we would not be coming off our price as the work was completed and then some with the highest quality. It was clear the work VR did was well over what was there before and what they currently had in their home. When I asked the homeowner why he was not paying the full amount he claimed he was not happy with the work but yet could not show what he was unhappy with. It was very clear the homeowner was just not wanting to pay their final invoice. I explained to the homeowner that Veteran Restoration went above and beyond to give them a beautiful Living Room and Kitchen that well surpassed anything they had before and any of their neighbors currently have. When I went down the list of add-ons like soft close door and draws on all the cabinets, TV cabinet with hideaway doors, Insta Hot installed under his sink and the home run ran for the electric and many more I am not going to list. The homeowner's response was...The enhancements you made on my property are on you. This is how this homeowner decided to treat another Veteran that went above and beyond for them. I informed the homeowner we would not be coming off our price and the invoice would stand. On October 10th 2021 the homeowners' final words were as follows... "I wish you well. Thank you for your service. Good luck and Goodbye". Then the homeowner blocked my number so could not call or text. It was very clear the homeowner was not going to pay the invoice in ful

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