ComplaintsforBELFOR Property Restoration

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We sadly had a fire at our home,our insurance company,**********,came to inspect the damage with a belfore restoration employee,**** and Dominick ! They looked at all the damage and came up with a plan to make All repairs,structural,electrical,gutters,floors,ceilings,build a new porch,windows and so much more! I didn’t realize that the insurance company paid belfore before all the work was completed,which it was not! Repeatedly,I called and emailed belfore and notified the insurance company that my work was not completed,i had many wires hanging out of walls which is dangerous,the gutters were never put up,lights were not installed,the fasaha boards 2x flew off the house,the floors are cracking and separating in multiple places,and more I had to pay out of pocket for immediately necessary repairs and other repairs ! I offered to send belfore,******* ********,my receipts for the repairs I had to pay for and the flooring ! Numerous times I was told her estimator was contacting me,that never happened! This company was fully paid by ********** insurance and ,My family has been through enough stress,we also had to get the necessary repairs completed and we had to pay for them which is totally unfair and sad that belfore would have taken advantage of homeowners whose home was on fire and the family was displaced ! I feel I should be reimbursed for the funds I had to personally pay out of pocket! Thank you

  Business response

  03/02/2023

  I serve as Corporate Counsel for BELFOR USA Group, Inc. d/b/a BELFOR Property Restoration ("BELFOR"). Please be advised that BELFOR is in receipt of your February 8, 2023 correspondence, in which Ms. ***** ******** has alleged a Better Business Bureau ("BBB") complaint against BELFOR (the "Complaint"). BELFOR takes customer complaints, including this Complaint, very seriously and we thank you for the opportunity to respond.  This Complaint arises out of a fire loss that occurred to Ms. ********** garage on or around February 6, 2022. The fire had also affected Ms. ********** home. On February 14, 2022, Ms. ******** signed a Residential Premises Restoration Contract, hiring BELFOR to complete reconstruction services on her home. BELFOR completed its scope of work from February 2022 through July 2022. BELFOR worked diligently and quickly to get Ms. ******** back into her home. BELFOR has been paid in full for the work it has completed.  In regards to the allegations Ms. ******** raised in the Complaint, BELFOR has the following responses:  1. Ms. ******** alleges that there are "wires hanging out of walls, which is dangerous." BELFOR is not aware of any wire hanging out of any walls. All electrical work was completed by a licensed electrician. If Ms. ******** has any photos of the wires, BELFOR would be happy to take a look at them and appropriately address them.  2. Ms. ******** alleges that "the gutters were never put up." This is accurate. The gutters were not installed and BELFOR will be happy to issue a credit to Ms. ******** for the gutters. Please see Exhibit A, which provides the credit amount of $1,129.73 for the gutters.  3. Ms. ******** alleges that the "lights were not installed." This is accurate. BELFOR acknowledges that 2 exterior lights were not installed. BELFOR is again happy to   issue a credit to Ms. ******** for the exterior lights. Please see Exhibit A, which provides a $216.16 credit amount for the two exterior lights.  4. Ms. ******** alleges that the fascia boards had blown off the house. BELFOR is not aware of any fascia boards blowing off the house. If Ms. ******** has any photos of the boards, BELFOR would be happy to take a look at them and appropriately address them.  5. Ms. ******** alleges that "the floors are cracking and separating in multiple places. Please be advised that Ms. ******** originally had carpet installed in her home. BELFOR had advised Ms. ******** against replacing the carpet with vinyl flooring because there was not a firm enough underlayment for the flooring. Ms. ******** insisted on vinyl flooring being installed, so BELFOR installed the vinyl flooring. On June 20, 2022, after the flooring was installed, Ms. ******** emailed BELFOR to confirm that "the flooring looks [g]reat" and she had no concerns. A copy of the email is attached as Exhibit B.  6. Finally, Ms. ******** alleges that she paid out of pocket for some repairs and that she had offered to send BELFOR's ******* ******** her receipts for those expenses. BELFOR has yet to receive any receipts or invoices from Ms. ******** for any out of pocket expenses. If Ms. ******** would like to send me copies of those receipts. and invoices, I would be happy to take a look at them and appropriately address them.  In conclusion, BELFOR acknowledges that Ms. ******** is owed a credit of $1,670.37 for the installation of gutters and two exterior lights and is happy to reimburse Ms. ******** this amount. BELFOR is not aware of any other credits owed to Ms. ********, but would be happy to review any documentation Ms. ******** can provide. Please let us know if any further information is required at this time 

  Customer response

  03/03/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   Regards,  ***** ******** Good Morning! In reply to my complaint, on the exhibit B page the small statement that said it looks good is referring to the fresh oak color on the front porch,as James was going to be sent down to paint and stain the front porch.however it was on a days notice and I wouldn’t be here, I do have receipts for the work I had to have completed on the porch! We do have photos of electric outlets,which were previously sent,we will be happy to send them again if given the email address to send them to! As far as the fasha board it was brought to James attention,he stated there is nothing to nail it to in order for the fasha to stay up,so For safety reasons we had to hire a reputable contractor to install it properly,Also have receipts for that! The living room window was Never repaired,I can show reference to that! November 4th ****,asked we send a list of the work we had paid for and he would forward that to ******* so we did, We were told her estimator,****,would be reaching out,he did Not! We also had to pay for the electrical inspection to be done! On July 8th,**** sent the job status report which,******* and others also get a copy of, the report states, pending living room window and code upgrade estimates as well as states Significant Issue! The floor is separating and a site walk through is needed to determine resolution! I can forward a copy of that as well! Last!! If ****,****,**** and the insurance company,Angelo, stated that there was carpeting in my home is it totally an untruth and a shame they would do that! They actually took up the light color wood flooring themselves throughout the house! My sons room still has the flooring which I will be happy to send a photo of as well,that untruth is hurtful! Please forward what address you to would like the receipts and photos sent to and we will do so! Thank You 

  Customer response

  03/06/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   Regards, ***** ******** Good Morning! In reply to my complaint, on the exhibit B page the small statement that said it looks good is referring to the fresh oak color on the front porch,as James was going to be sent down to paint and stain the front porch.however it was on a days notice and I wouldn’t be here, I do have receipts for the work I had to have completed on the porch! We do have photos of electric outlets,which were previously sent,we will be happy to send them again if given the email address to send them to! As far as the fasha board it was brought to James attention,he stated there is nothing to nail it to in order for the fasha to stay up,so For safety reasons we had to hire a reputable contractor to install it properly,Also have receipts for that! The living room window was Never repaired,I can show reference to that! November 4th ****,asked we send a list of the work we had paid for and he would forward that to ******* so we did, We were told her estimator,****,would be reaching out,he did Not! We also had to pay for the electrical inspection to be done! On July 8th,**** sent the job status report which,******* and others also get a copy of, the report states, pending living room window and code upgrade estimates as well as states Significant Issue! The floor is separating and a site walk through is needed to determine resolution! I can forward a copy of that as well! Last!! If ****,****,**** and the insurance company,******, stated that there was carpeting in my home is it totally an untruth and a shame they would do that! They actually took up the light color wood flooring themselves throughout the house! My sons room still has the flooring which I will be happy to send a photo of as well,that untruth is hurtful! Please forward what address you to would like the receipts and photos sent to and we will do so! Thank You  

  Business response

  04/06/2023

  I serve as Corporate Counsel for BELFOR USA Group, Inc. d/b/a BELFOR Property Restoration ("BELFOR"). Please be advised that BELFOR is in receipt of your February 8, 2023 correspondence, in which Ms. ***** ******** has alleged a Better Business Bureau ("BBB") complaint against BELFOR (the "Complaint"). BELFOR takes customer complaints, including this Complaint, very seriously and we thank you for the opportunity to respond.  This Complaint arises out of a fire loss that occurred to Ms. ********** garage on or around February 6, 2022. The fire had also affected Ms. ********** home. On February 14, 2022, Ms. ******** signed a Residential Premises Restoration Contract, hiring BELFOR to complete reconstruction services on her home. BELFOR completed its scope of work from February 2022 through July 2022. BELFOR worked diligently and quickly to get Ms. ******** back into her home. BELFOR has been paid in full for the work it has completed.  In regards to the allegations Ms. ******** raised in the Complaint, BELFOR has the following responses:  1. Ms. ******** alleges that there are "wires hanging out of walls, which is dangerous." BELFOR is not aware of any wire hanging out of any walls. All electrical work was completed by a licensed electrician. If Ms. ******** has any photos of the wires, BELFOR would be happy to take a look at them and appropriately address them.  2. Ms. ******** alleges that "the gutters were never put up." This is accurate. The gutters were not installed and BELFOR will be happy to issue a credit to Ms. ******** for the gutters. Please see Exhibit A, which provides the credit amount of $1,129.73 for the gutters.  3. Ms. ******** alleges that the "lights were not installed." This is accurate. BELFOR acknowledges that 2 exterior lights were not installed. BELFOR is again happy to   issue a credit to Ms. ******** for the exterior lights. Please see Exhibit A, which provides a $216.16 credit amount for the two exterior lights.  4. Ms. ******** alleges that the fascia boards had blown off the house. BELFOR is not aware of any fascia boards blowing off the house. If Ms. ******** has any photos of the boards, BELFOR would be happy to take a look at them and appropriately address them.  5. Ms. ******** alleges that "the floors are cracking and separating in multiple places. Please be advised that Ms. ******** originally had carpet installed in her home. BELFOR had advised Ms. ******** against replacing the carpet with vinyl flooring because there was not a firm enough underlayment for the flooring. Ms. ******** insisted on vinyl flooring being installed, so BELFOR installed the vinyl flooring. On June 20, 2022, after the flooring was installed, Ms. ******** emailed BELFOR to confirm that "the flooring looks [g]reat" and she had no concerns. A copy of the email is attached as Exhibit B.  6. Finally, Ms. ******** alleges that she paid out of pocket for some repairs and that she had offered to send BELFOR's ******* ******** her receipts for those expenses. BELFOR has yet to receive any receipts or invoices from Ms. ******** for any out of pocket expenses. If Ms. ******** would like to send me copies of those receipts. and invoices, I would be happy to take a look at them and appropriately address them.  In conclusion, BELFOR acknowledges that Ms. ******** is owed a credit of $1,670.37 for the installation of gutters and two exterior lights and is happy to reimburse Ms. ******** this amount. BELFOR is not aware of any other credits owed to Ms. ********, but would be happy to review any documentation Ms. ******** can provide. Please let us know if any further information is required at this time 

  Customer response

  04/06/2023

  I have reviewed the response made by the business in reference to complaint ID 19362612, and have determined that this does not resolve my complaint.  Regards, ***** ********

  Customer response

  04/11/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    In the March 27th reply photos and bills were sent to belfore as requested, In exhibit A belfore sent a payment they received from ********** for an inspection of the house Not for the electric which was separate! Since the alleged liscensd electrician, Only did a cut out for electric outlets and for the lights, which belfore knows was Not done, I had to hire an electrician and get an electrical inspection myself, the electrician kept saying he had to go, he had another job and would come back another time Receipts were sent to belfore March 27th!  Next, the fasha receipt was sent to belfore to have the fasha done properly, while their contractor ***** was here it came down Twice, he stated there is nothing to nail it to, So why wasn’t it fixed properly? It hasn’t flown off since the hired contractor repaired it! Next, belfore alleges the living room window was repaired, the window facing **** **** road on the front wall of the living room was Not repaired, ******** who no longer works for belfore and ****, repeatedly said they were getting a window or glass to fix it and that Never happened! The flooring, in belfore's first reply they alleged I had wall to wall carpet which was Not truthful, I even sent a photo of the wood flooring that I still have in four rooms of my 1500 sq foot home! Belfore also stated a walk through was done, another untruth, if you read ****’s email it stated a walk thru would need to be done to access the flooring issues, that Never happened either, At one time **** and **** tried gluing part of the floor in several places which didn’t work so they, ******** and ***** were Fully aware of the issues! belfore's status report written by ****, it states the install of the living  room window is pending Also I under significant issue, it states flooring installation is separating at the seems, there is an uneven substrate and a walk thru is needed! A copy of this on March 27 was sent also to belfore, they alleged they are still wa for the photos and bills which they received March 27! My hope is your company will do the work properly at others homes and be truthful about the facts! Fire victims have been through enough and need to trust their homes will be repaired properly!  Regards, Linda ********

  Business response

  04/21/2023

  I serve as Corporate Counsel for BELFOR USA Group, Inc. d/b/a BELFOR Property Restoration ("BELFOR"). Please be advised that BELFOR is in receipt of your February 8, 2023 correspondence, in which Ms. ***** ******** has alleged a Better Business Bureau ("BBB") complaint against BELFOR (the "Complaint"). BELFOR takes customer complaints, including this Complaint, very seriously and we thank you for the opportunity to respond.  This Complaint arises out of a fire loss that occurred to Ms. ********** garage on or around February 6, 2022. The fire had also affected Ms. ********** home. On February 14, 2022, Ms. ******** signed a Residential Premises Restoration Contract, hiring BELFOR to complete reconstruction services on her home. BELFOR completed its scope of work from February 2022 through July 2022. BELFOR worked diligently and quickly to get Ms. ******** back into her home. BELFOR has been paid in full for the work it has completed.  In regards to the allegations Ms. ******** raised in the Complaint, BELFOR has the following responses:  1. Ms. ******** alleges that there are "wires hanging out of walls, which is dangerous." BELFOR is not aware of any wire hanging out of any walls. All electrical work was completed by a licensed electrician. If Ms. ******** has any photos of the wires, BELFOR would be happy to take a look at them and appropriately address them.  2. Ms. ******** alleges that "the gutters were never put up." This is accurate. The gutters were not installed and BELFOR will be happy to issue a credit to Ms. ******** for the gutters. Please see Exhibit A, which provides the credit amount of $1,129.73 for the gutters.  3. Ms. ******** alleges that the "lights were not installed." This is accurate. BELFOR acknowledges that 2 exterior lights were not installed. BELFOR is again happy to   issue a credit to Ms. ******** for the exterior lights. Please see Exhibit A, which provides a $216.16 credit amount for the two exterior lights.  4. Ms. ******** alleges that the fascia boards had blown off the house. BELFOR is not aware of any fascia boards blowing off the house. If Ms. ******** has any photos of the boards, BELFOR would be happy to take a look at them and appropriately address them.  5. Ms. ******** alleges that "the floors are cracking and separating in multiple places. Please be advised that Ms. ******** originally had carpet installed in her home. BELFOR had advised Ms. ******** against replacing the carpet with vinyl flooring because there was not a firm enough underlayment for the flooring. Ms. ******** insisted on vinyl flooring being installed, so BELFOR installed the vinyl flooring. On June 20, 2022, after the flooring was installed, Ms. ******** emailed BELFOR to confirm that "the flooring looks [g]reat" and she had no concerns. A copy of the email is attached as Exhibit B.  6. Finally, Ms. ******** alleges that she paid out of pocket for some repairs and that she had offered to send BELFOR's ******* ******** her receipts for those expenses. BELFOR has yet to receive any receipts or invoices from Ms. ******** for any out of pocket expenses. If Ms. ******** would like to send me copies of those receipts. and invoices, I would be happy to take a look at them and appropriately address them.  In conclusion, BELFOR acknowledges that Ms. ******** is owed a credit of $1,670.37 for the installation of gutters and two exterior lights and is happy to reimburse Ms. ******** this amount. BELFOR is not aware of any other credits owed to Ms. ********, but would be happy to review any documentation Ms. ******** can provide. Please let us know if any further information is required at this time 

  Business response

  05/24/2023

  BBB spoke to business and the following was relayed: After reviewing the items and invoices presented, it is determined that the issues referenced are either outside the scope of work we were contracted for or pre-existing issues with the house. The two issues that were legitimate claims were the gutters and exterior lights, which the customer was credited for already. Additionally, as a good faith gesture the business did offer the customer an amount that was rejected. 

  Customer response

  05/24/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards, ***** ********

  Customer response

  06/02/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  As you know,numerous times I sent over photos and receipts of work I had to pay out of pocket for which belfore was paid to do by my insurance company , The first two times,I believe,they asked for photos and receipts which were sent, now they say the items weren’t in their scope of work? In their last message they offered me 500.00 to settle the case,when thousands of dollars in receipts were sent to them, Just the fasha replacement was 600! I would agree to a resolution,certainly not for 500.00, I would also agree to arbitration if needed! I was thinking about contacting channel 4 news ,get *******,to help solve cases like this,however,I will see if a resolution can be made first! Thank you so much.    Regards,  ***** ********

  Business response

  06/27/2023

  I serve as Corporate Counsel for BELFOR USA Group, Inc. d/b/a BELFOR Property Restoration ("BELFOR"). Please be advised that BELFOR is in receipt of your February 8, 2023 correspondence, in which Ms. ***** ******** has alleged a Better Business Bureau ("BBB") complaint against BELFOR (the "Complaint"). BELFOR takes customer complaints, including this Complaint, very seriously and we thank you for the opportunity to respond.  This Complaint arises out of a fire loss that occurred to Ms. ********** garage on or around February 6, 2022. The fire had also affected Ms. ********** home. On February 14, 2022, Ms. ******** signed a Residential Premises Restoration Contract, hiring BELFOR to complete reconstruction services on her home. BELFOR completed its scope of work from February 2022 through July 2022. BELFOR worked diligently and quickly to get Ms. ******** back into her home. BELFOR has been paid in full for the work it has completed.  In regards to the allegations Ms. ******** raised in the Complaint, BELFOR has the following responses:  1. Ms. ******** alleges that there are "wires hanging out of walls, which is dangerous." BELFOR is not aware of any wire hanging out of any walls. All electrical work was completed by a licensed electrician. If Ms. ******** has any photos of the wires, BELFOR would be happy to take a look at them and appropriately address them.  2. Ms. ******** alleges that "the gutters were never put up." This is accurate. The gutters were not installed and BELFOR will be happy to issue a credit to Ms. ******** for the gutters. Please see Exhibit A, which provides the credit amount of $1,129.73 for the gutters.  3. Ms. ******** alleges that the "lights were not installed." This is accurate. BELFOR acknowledges that 2 exterior lights were not installed. BELFOR is again happy to   issue a credit to Ms. ******** for the exterior lights. Please see Exhibit A, which provides a $216.16 credit amount for the two exterior lights.  4. Ms. ******** alleges that the fascia boards had blown off the house. BELFOR is not aware of any fascia boards blowing off the house. If Ms. ******** has any photos of the boards, BELFOR would be happy to take a look at them and appropriately address them.  5. Ms. ******** alleges that "the floors are cracking and separating in multiple places. Please be advised that Ms. ******** originally had carpet installed in her home. BELFOR had advised Ms. ******** against replacing the carpet with vinyl flooring because there was not a firm enough underlayment for the flooring. Ms. ******** insisted on vinyl flooring being installed, so BELFOR installed the vinyl flooring. On June 20, 2022, after the flooring was installed, Ms. ******** emailed BELFOR to confirm that "the flooring looks [g]reat" and she had no concerns. A copy of the email is attached as Exhibit B.  6. Finally, Ms. ******** alleges that she paid out of pocket for some repairs and that she had offered to send BELFOR's ******* ******** her receipts for those expenses. BELFOR has yet to receive any receipts or invoices from Ms. ******** for any out of pocket expenses. If Ms. ******** would like to send me copies of those receipts. and invoices, I would be happy to take a look at them and appropriately address them.  In conclusion, BELFOR acknowledges that Ms. ******** is owed a credit of $1,670.37 for the installation of gutters and two exterior lights and is happy to reimburse Ms. ******** this amount. BELFOR is not aware of any other credits owed to Ms. ********, but would be happy to review any documentation Ms. ******** can provide. Please let us know if any further information is required at this time 

  Customer response

  06/27/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  BBB spoke to the customer and the following was relayed: We appreciate the business's willingness to discuss further. In order to consider resolved, we would request $2,500 toward the things we had to pay for.  Regards,  ***** ********

  Business response

  08/11/2023

  A Confidential Settlement and Release Agreement was sent to Ms. ********. I am waiting for her to sign it before I can process and settlement payment.  Thanks,  Victoria B******

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