ComplaintsforATI Restoration LLC

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/11/22, we paid a deposit of $1000 to contract with ATI for kitchen restoration as they were referred to us by our insurance company, Allstate to complete repairs. We were working with *************************** and *********************** as the construction and project managers respectively. There was promise from ****** that the job would be completed by November but after this he stopped answering our calls. ***** wouldn't respond to emails. ATI's 800# is a complicated phone tree that would hang up on people. Finally in January 2023, we were connected to ******, their office manager and **** of ****** and ***** who agreed that this was terrible customer service and offered to refund us our money. We also spoke with ***************************, the regional manager who told us our refund check would be issued on Jan 26, 2023. Nothing has been returned to us and he is no longer answering our emails. We want our deposit returned. No work was ever done. This is a terrible company full of unreliable employees.

• Initial Complaint

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a fire at our home on 12/19/22, our insurance provider Erie contracted ATI Restoration as a preferred vendor to clean the inside of our home and contents. The damaged was mostly to the exterior of the home and deemed habitable by the fire department. Cleaning started on 12/22/22 and ended on 12/30/22, either myself or my husband were home during the cleaning process and took notes as to when they arrived/how many people and how long they were at our home as well as what areas they cleaned. The total hours worked came to approximately 80 hours and they cleaned the main floor and 2nd level. Three invoices mailed to our home were postmarked on 1/11/23, invoice #****C was for board up $1210.00, invoice #****C for contents cleaning $9,786.99, and invoice #****C for structure cleaning $27,696.50. I emailed *******************, the project manager, for detailed copies of the invoices for review. Once I received the invoices I noticed they charged for cleaning the basement as well as inside closets/vanities which were not performed except for placing an air scrubber in the basement which they crew almost forgot and I had to remind them to remove. In addition they billed for 177 hours of work and were only on-site for 80. To add insult to injury the cleaning crew damaged our vinyl flooring in the family room, 3 sets of mini blinds and a cat scratcher. We sent them the repair and replacement estimate for the damaged items and they agreed to take this off the bill but did not send a revised invoice. They demanded payment by the end of the next business day which is President's *** and threatened to file a lien on our home the next day. *** never visited the job site and a scope of work was never presented even though I did request it. *** wouldn't return my emails to get this straightened out sooner. We should not be paying for cleaning an area they did not touch. We request they remove the charges for areas they did not clean in addition to the damages caused.

  

  Business response

  03/02/2023

  
  
  Erie did not contract with ATI for the cleaning, they can only make a recommendation of companies based on their performance. The insured contracted with ATI as the work authorization and certificate of satisfaction were signed. There were no issues with the job until ATI pursued payment. 
  
  The concerns that were raised had not had anything to do with the job being done but with how the job was being executed. The work is not billed on an hourly basis but on a per-item basis.  We gave her an example of a plumber cleaning her drain, it is not billed as an hourly job but as a drain cleaning. The estimate was approved by her adjuster. In Dec 2022 the insured did complain about how the project was being handled but never stated that there were any damages.
  
  The invoices were initially sent to the adjuster. After following up with him, he said he had sent the two-party checks to the insured. We did not receive payment and I contacted the insured with no response. ATI sent a past-due notice on 2/8. The insured responded on 2/13 with her list of concerns and damages. ATI never demanded payment the next business day. The ** told her, prior to the "damages", that we would give her a courtesy credit of $500 if she would make payment the following day.
  
  She stated that they did not discover the scratched floor until her holiday decor had been put away, we did not agree that the damages were caused by our work but gave her credit for the flooring (an estimate was provided by her), cat scratcher and mini blinds, which were not part of the claim, and the areas that she stated we did not clean, as she requested. The total credit was $10,125.23, which she agreed to.
  
  The insured agreed to the final amounts and requested an unconditional waiver of lien. We informed her that we did not provide unconditional waiver of liens but we could provide her with a conditional lien waiver, which she agreed to.
  
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ATI began working on mold restoration in September. My unit was completely uninhabitable by fault of the *** (La ***********) due to a severe mold issue. ATI setup all equipment and completely covered all bedrooms to begin the remediation. The project was abandoned and my unit was left in the same condition for 2 months with the equipment running 24/7. It wasn't until November 16 that the cleaning was finished. In that time ATI racked my electric bill to over $400 for each month the machines were running. I am looking to get reimbursed for the use of my electric as my unit was uninhabitable and by no fault my responsibility to be paying for an astronomical electric bill. I have also reached out to the Project Manager *********************** and the previous manager, ******, for a response as to the date/time for the reconstruction portion and no one is responding. It is now approaching mid January 2023 I need this to be elevated immediately. I cannot continue to have my A/C unit running on overdrive because the walls are exposed and having my unit in disarray. This is UNACCEPTABLE!!

  

  Business response

  01/10/2023

  ATI has documented our communications with *************************** and an ATI Project Manager did make contact with **************** on December 30, 2022. 
  
  On December 30, 2022, **************** was urged to speak with his HOA concerning charges he may have incurred as he stated the unit was inhabitable. 
  
  The HOA is the customer who hired ********************** for the remediation services. These services require the use of electricity to dry out (AC and Dehumidifier). ATI did not abandon the job. 
  
  The HOA is the correct party for **************** to contact.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June of 2018, we contacted this company for lead paint removal in a home we purchased. They completed the job, and afterwards, we noticed extensive damage to the glass. We realized most of the window panes that had been worked on had big ****************** in them. We reached out to the company and they came to inspect it. Some time had passed because we didn't notice the damage immediately, but noticed over time as we moved in and began living in the house. They sent the contractor (*************************) out to inspect and he acknowledged the damage and assured us he would correct it. For the next year I reached out to him every couple of months and was simply told he hadn't located replacement glass. Eventually, a new contractor (****) was assigned to the job. He also assured me he would correct the damage. The next year I checked in with him every month or two and finally he admitted he was not going to be able to find replacement glass for our nearly 100 year old windows. He said the company would be willing to give us money so that we could repair the damage ourselves and he asked how much we would request. I requested the entire amount that we had paid, $5500, since the damage was so extensive, I believed it was fair, and since they spent over 2 years trying to find replacement glass with no luck despite their professional resources, it is doubtful we ever will be able to repair the damage. **** agreed it was a fair request as he had seen the damage himself and was unable to rectify the situation. That request was made in June, 2022. I have again had to check in every month or so and at first I was told he did not have an answer, and now the company has completely stopped responding to me. The reason this request is happening now over 4 years after the work was done is because this company dragged this out by completely ignoring me unless I reached out to them. I would have submitted this much sooner but they kept assuring me they would fix the damage they caused.

  

  Business response

  10/28/2022

  We have acknowledged the concern and have escalated it internally within the company. We are working on providing a solution for the customer. 

  Customer response

  10/28/2022

  
  Better Business Bureau:
  
  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.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business trashed my house during the time of service because the house became non-livable. However, it was my property and I checked in on it from time to time and was shocked by the disrespect of some of my belongings. I also had an electric bill come up to be incredibly expensive during the time of their services in which I asked for a discount off my total services for. An area of the floor was cut too short so they replaced one of the vents to cover it, but now I have one unmatching vent. Parts of the floor have started to come loose already without even being installed a year. Was told a final price on the work by one worker that later left the company and now have a completely different total (more expensive) than I was originally given, and was not given a discount for the outrageous electric bill, or the damage to belongings.

  

  Business response

  06/12/2023

  ATI is working on locating the complaint information to research the concern. 

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ATI handled remediation of our condo after the 2021 freeze. Currently our *** is involved in a billing dispute between ATI and the insurance adjuster. Requests for back up information from ATI to resolve this issue have not resulted in any solution. This has been going on for months, resulting in the *** being unable to pay the contractor who completed repairs. The repair contractor will certainly have to resort to a lien on our building if there is no resolution soon. That will be a disaster for our owners.

  

  Business response

  09/23/2022

  ATI is unable to locate a job/transaction with the reviewer listed. 

  Based on the comments, ATI was not contracted by the reviewer.

  Please provide additional contact details so we may further research the concerns.  

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were referred to ATI by our insurance back in Oct 2021. ATI had agreed to replace and install about 650 sqft of flooring as well as replace cabinets under the kitchen sink and under the island in the kitchen. For months they would promise us they were working on it then ghost us for months. After 9 months of me having to push them to work on our house we finally got our flooring installed. Although, since they had me pick out the color in mid December and didnt install the floors until April I had to pay $700 out of pocket to get the color I wanted as the original was no longer available. ATI told us the cabinets would *********** weeks as they needed to be custom built to fit under our kitchen island. After coming out in December to measure the cabinets nothing happens. After I keep asking they come out again in March to measure again. Then I hear nothing from ATI about the cabinets until April. I never got drawings or asked if I wanted the cabinets changed. They just show up with 2 ********** type boxes and put those in reducing our cabinet space by 9 inches and requiring them to put in shims under the cabinets and a 2x4 to hold the island up. When I sent pictures asking whats going on they told me it was their error but to this day have not tried to fix it and are charging us for these cabinets. I have repeatedly asked for a statement on our account and never got it. We had to pay another company to take their cabinets out and build/install new ones. I have called corporate 4 times and left messages with managers and no one has called me back. This has been 10 months of h*** trying to get them to do their job and finally having to pay someone else while they **** us for their cabinets that dont fit. I have pictures and emails and texts to back all of this up. I will also be filing a complaint with the insurance commissioner

  

  Business response

  07/19/2022

  Good Morning, 
  
  Thank you for sharing the customer's concerns.
  We've located the project details and are working on a response to the customers 'desired settlement' presented. 

   

  Thank you!

  Customer response

  07/19/2022

  I have yet to receive any correspondence from ATI. I am so glad they responded to you but nothing on my end. Its been 20 months now 

  

  Business response

  07/20/2022

  To BBB: 
  
  
  ATI was let go by the customer in early June due to timing and material issues with *************. Our Regional Manager will be adjusting the customer's estimate to match the work completed by ATI which equates to:
  
  *Flooring, and trim work in the den, kitchen, and dining room
  *Insulation work in the crawl space
  *Drywall work in the kitchen
  

  ATI will send a statement of account showing what was invoiced and what they have paid to date. 

  
  The cabinets ATI provided did not fit the area as they were to be custom made and were purchased off the shelf prompting the homeowner to hire someone else to complete ************* portion of the job. The homeowner states that ATI can come to get them if we want them. ATI will contact ***** on arranging a pickup date and time to collect them so the homeowner is not responsible for the disposal of the cabinets.

  Once all communication (accounting, managerial contact, cabinet removal) with the customer has been completed we will provide an update to the BBB and provide documentation. 
  

• Initial Complaint

  07/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  TO BBB,Please see below for a copy of the last email I sent AIT on 7/5/22. Today is 7/12/22, and the business has yet to respond. The email below is a recap of what Ive been going through with AIT.My email:***** (project manager) showed me the cabinets from Rainbow Stone, he ONLY showed me the sample PAINT on a piece of board which by NO MEANS represented what I was getting as a whole; I ONLY signed off on the COLOR.I would ONLY accept the SAME QUALITY of cabinets as in Rainbow Stone; you cannot take a customer there and SHOW THE PRODUCT I WAS TOLD I WAS GETTING BY ***** and then push off a subpar product to them.I will NOT be paying a cent towards ATIs mistake.As I said, I will only accept the same quality of cabinets as in Rainbow Stone.If youre unwilling to do your job per your contract (already in breach since you did not start 2 months after the written start date or approximate to 4/18/22, plus the fact that youre giving me cabinets I DID NOT APPROVE), then I will ONLY pay for the kitchen demo and the drywall job done in my garage. I emphasize I will NOT PAY FOR YOUR MISTAKES AND SUBPAR PRODUCT.ATI, your company, has made my life a LIVING H*** I have NO KITCHEN FOR MONTHS NOW AND I HAVE BEEN PAYING FOR MY FOOD COSTS SINCE MAY 2022 BECAUSE OF YOUR INCOMPETENCE. Since you, so called startedthis job, I was told time and again by ***** were backed up there are other customers ******************* has Covid or on vacation (whenever I asked for her to provide a cost, etc), and on and on.NO MORE!!!ALSO, VERY IMPORTANT: my property is laying in boxes on my patio for over three weeks now, while the rest of my kitchen items are still in my old kitchen drawers, Laying on top of my very expensive handmade carpets.I CAANOT SLEEP at nights, constantly worrying if someone is going to take my property. You need to remedy this ASAP, or I will hold ATI responsible for ALL damages and/loss caused as a result of your negligence.

  

  Business response

  07/19/2022

  Good Morning!

   

  Thank you for sharing the customer's concerns.

  We've located the project details and are working on a response to the customers 'desired settlement' presented. 

   

  Thank you! 

• Initial Complaint

  06/14/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had a flood in my upstairs bathroom and hired ATI Restoration to repair the drywall damage in the garage as a result and also replace the trim in the upstairs. ATI finished the job, although it took way longer than originally outlined in the contract.The contract was signed on 2/3/22 and completed on 4/28/22. The original contract amount is $10,631.14 The contract included heaters for the garage to help keep it warm so mud on the drywall would dry and also help with paint. The contract also included a content manipulation charge that would include moving items in the garage. Neither of these services were given to me as I moved everything myself and used my own heater to keep it warm. Ive called ATI to have these 2 charges, totally $1506.82, to be removed from my invoice but Ive yet to hear back from anyone on this. I talked to the project manager, Manny, and told him about this issue and he said he would get it removed. That didnt happen. I called the phone number on the invoice and the person told me to talk to the project director, *****. She left him a message and 2 days later I left him a message. Still no call back. I called again and this time asked to escalate it and I talked to *****, the regional manager. He said he would look into it as well and yet no return call. That was 2 weeks ago. Im filing this complaint to get this billing issue resolved so I can pay the **** and close this out.The Invoice ID is **************. My customer ID is ******.

  

  Business response

  06/21/2022

  On 6/20/2022 ATI's accounts receivable team has emailed a copy of the revised estimate reflecting the credits owed to the customer. Once a response has been received, ATI will follow up with additional notes for the BBB. 

  Customer response

  06/21/2022

  
  Better Business Bureau:
  
  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.
  
  Regards,
  
  *******************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩