ComplaintsforPride Cleaning & Restoration

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a bill from them after 2 1/2 years of work that was done and I paid it. Then sent another invoice with finance charges. I already paid for the original bill which came in December 2023. I was never notified of the invoice and the finance charges over these 2 1/2 years. They have my phone number and they never contacted me. They never responded to my calls. My resolution is that I would not have to pay these finance charges.

  Customer response

  01/17/2024

  I received the bill 2 1/2 years after the work was completed and paid the invoice in full. Then they sent me another invoice with finance charges of 2% for each month of the 2 1/2 years.

  

  Business response

  01/29/2024

  Payment was received from customer after a drastically long time in the mail system.  The statement was issued prior to payment being received.  Once payment was received we noticed when the payment was mailed and all finance charges were already reversed.  The account is paid in full and we apologize for the misunderstanding.  

  Customer response

  01/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It would have been appreciated if the business had followed up with a notice to me stating that the penalty charges had been reversed and the account was paid in full, but I find the response acceptable.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pride was contracted to replace the flooring in my hose due to water damage. *** ******* from Pride was also used as a public adjuster to work with our insurance company *********. Pride began work around September 12th, 2021. On September 18th, there was a water leak in our the half bathroom where the sink was removed. The leak was caused by a failure of Pride to cap the valve to the sink. The valve leaked by and caused to drip into the basement. I spent about 3 hours to clean up water in the basement due to the water leak caused by Pride’s negligence. At that time, I replaced the valve that was leaking and capped the line myself. The next week, Pride replaced the floors and began replacing cabinets, sinks, etc. On September 25th, my wife woke up to a leak in the same bathroom that again leaked into the basement. The leak occurred from the valve I replaced on the 18th, but that had not leaked until Pride touched it. On Monday October 4th, I contacted *** about a faint smell of natural gas we had been noticing. He replied back that all they could find was the smell of trash. On November 5th, my wife decided that the smell was getting worse and contacted the ************ **** ***********  They found a leak from a connection that was disturbed when the flooring was replaced. We no longer felt comfortable allowing Pride back in out home. I informed *** on November 8th that we would be completing the remainder of the job ourselves and paid $4,605 out of pocket to do so. A final invoice was requested to make a final payment for the work that was completed. I expected see the original estimate minus out of pocket expenses. Instead, we received an invoice for the original job. I reviewed the final invoice to specifically indicate which line items we paid out of pocket. I found there was a $1,886 for 85 cardboard boxes buried in the invoice. After weeks of negotiations, we are being threatened with a mechanics lien and finance charges for a late payment.

  Customer response

  01/11/2022

  Pride Cleaning and Restoration was contracted to replace the flooring in my primary residence due to water damage caused by a leak to the refrigerator ice maker. *** ******* from Pride was also used as a public adjuster to interact with our insurance company **********

   

  Pride began work around September 12th, 2021. During the removal of the furniture, countertops, cabinets, appliances, sinks, and toilet, there was damage to the walls that I felt was excessive due carelessness. *** ******* said they hire  a painter in to repaint the walls. We expressed our desire to use a painter we have used on multiple occasions. This painter provide an estimate of $2,875, for labor only, that *** agreed to.

   

  On September 18th, there was a water leak in our the half bathroom where the sink was removed. The leak was caused by a failure of Pride to cap the valve to the sink. The valve leaked by and caused to drip into the basement. I spent about 3 hours to clean up water in the basement due to the water leak caused by Pride’s negligence. Fortunately, there was no permanent damage. I replaced the valve that was leaking and capped the line myself.

   

  The next week, Pride replaced the floors and began replacing cabinets, sinks, etc. On September 25th, my wife woke up to a leak in the same bathroom that again leaked into the basement. The leak occurred from the valve I replaced on the 18th, but that had not leaked until Pride touched it.

   

  On Monday October 4th, I contacted *** about a faint smell of natural gas we had been noticing. We replied back that all they could find was the smell of trash. On November 5th, my wife decided that the smell was getting worse and contacted the Edwardsville Fire Department and ****** to investigate. The Fire Department found a leak at the connection that was disturbed when the flooring was replaced. We hired our own contractor to repair the gas line and paid $880 out of pocket.

   

  At that point we no longer felt comfortable with letting Pride back into our house. I informed *** on November 8th that we would be completing the remainder of the job ourselves. We paid an separate contractor to complete various punch list items at a cost of $850.

   

  In December, I requested an invoice to make a final payment for the work that was completed. I expected see the original job estimate minus $4,605 that we paid out of pocket. Instead, we received an invoice for the original job estimate.  I repeatedly asked for a line item by line item invoice for the work that was completed, and Pride insisted the invoice was what they completed.

   

  Pride asked specifically what items I thought were in questioned, so I did a detailed review of their estimate. I found we were being charged for boxes used to store our belongings while the cabinets were removed. Had we known theses boxes were

  additional charges, we would have used containers we already had on hand. I then found we were being charged for 85 boxes. We only used around 10, and only 30-40 were delivered. I then found we were being charged a total of $1,886 for those boxes.

   

  I began negotiations for our final bill and pointed out these charges. Pride stated there was a “glitch” with the software they used.  After weeks of negotiations, I am being threatened with a mechanics lien and finance charges for a late payment.

   

  I am requesting an adjustment of the final bill to $31,258.11 

   

  

  Business response

  01/12/2022

  Homeowner complaint: Pride was contracted to replace the flooring in my hose due to water damage. *** ******* **** ***** *** **** **** ** * ****** ******** ** **** **** *** ********* ******* ********** Pride began work around September 12th, 2021. On September 18th, there was a water leak in our the half bathroom where the sink was removed. The leak was caused by a failure of Pride to cap the valve to the sink. The valve leaked by and caused to drip into the basement. I spent about 3 hours to clean up water in the basement due to the water leak caused by Pride’s negligence. At that time, I replaced the valve that was leaking and capped the line myself. The next week, Pride replaced the floors and began replacing cabinets, sinks, etc.

  Response from Business: We agree a cap was not installed when it should have been. We acknowledged this and went to the house, cleaned up the wet area and dried it out free of charge. Homeowner said he would install the caps.

  Homeowner complaint: On September 25th, my wife woke up to a leak in the same bathroom that again leaked into the basement. The leak occurred from the valve I replaced on the 18th, but that had not leaked until Pride touched it.

  Response from Business: The plumber stated that the homeowner had installed a sharkbite on the pipe but apparently didn’t tighten it enough. If not installed properly they will loosen if bumped. Even though we don’t feel we were at fault for this, I did take it consideration in the bill negotiation.

  Homeowner complaint: On Monday October 4th, I contacted *** about a faint smell of natural gas we had been noticing. He replied back that all they could find was the smell of trash. On November 5th, my wife decided that the smell was getting worse and contacted the ************ **** **********. They found a leak from a connection that was disturbed when the flooring was replaced. We no longer felt comfortable allowing Pride back in out home.

  Response from Business: On October 4, 2021 we did send our repair manager, *** ****, out to address a smell that Mrs. ****** was smelling. He went there and stated he did not smell gas even though he approached it at all angles. He did say there was a strong smell emanating from the garage that could be overriding other smells. Mr. ****** stated to *** Seubert of Pride by text that he had tightened the connection to the gas already and he would keep an eye out and call someone else if it comes up again. See attachment A

  Homeowner complaint: I informed *** on November 8th that we would be completing the remainder of the job ourselves and paid $4,605 out of pocket to do so. A final invoice was requested to make a final payment for the work that was completed. I expected see the original estimate minus out of pocket expenses. Instead, we received an invoice for the original job. I reviewed the final invoice to specifically indicate which line items we paid out of pocket. I found there was a $1,886 for 85 cardboard boxes buried in the invoice. After weeks of negotiations, we are being threatened with a mechanics lien and finance charges for a late payment.

  First of all, I would like to address the crazy charge for the cardboard boxes. Yes, our bill had a huge amount for medium boxes. As I explained to the homeowner this was an obvious error and of course, we would have adjusted this. I have included the 2 pages that show the abnormal tax that appeared on the bill. I honestly have no idea how it created that tax and even when I go in the system to adjust it the numbers revert to the error. Regardless, the ***** **** approved amount already included this correction which is the number our negotiation was working from.

  Prior to the following Email chain, *** ******** in his position as Public Adjuster, negotiated the ***** **** approved scope of work and amount at $37,806.04. Our bill was $42894.14 (but did include the box charge error). The approved amount was still low in several areas but the ***** **** adjuster was stalled and basically said he would send any more charges to appraisal. The cost of appraisal would outweigh the possible additional funds so *** decided to accept the approved amount

  plus the cost for items outside the approved scope less the amount for painting which we knew was being done by another contract. See attachment C which shows the bid from the ******’s painter that they received on September 30th.

  The following emails show the price negotiation – (See Attachment D)

  ***** ******** ***** ****** ** ****** **** ********* ****** ** ***** *** ********* ***** ** *** ********** ***** **** ******** ****** ********* **** ********** ** ***** ******* *** ****** ** *** **** ***** ******** *** ******** ***** ******* *** ********* ***** **** ***** ********* ** **** ******** ** *** ******** *** ********** **** ******* ** *** ******** ***** ***** ****** *** *** ********** ****** ***** *** ********* ** *** ****** *** ** ****** **** ********* ** ******* ***** ******** ***** ******* ** ***** ****** ***** ****** **** ***** ****** ********* ***** **** ******** ****** ********* ****** ******** ********* *********** ***** ******* *** ****** ** *** **** ***** ******** *** ******** **** ******** ** ***** **** ***** ******* *** ********* ***** **** ***** ***** ******** *** ********** ** ****** **** ****** ***** ******** ***** ****** ** ***** ******* ********* ****** ** ***** *** ********* *************** ***** ******** ***** ******* ** ***** ****** ***** ******** ******** *************** *** ******* ****** ** ********* ********** ******** ******** ********** ** ****** **** ****** ** ******** ***** ******** ***** ****** ** ***** ******* ********* ****** ** ***** *** ********* ***** ** *** ********** ***** **** ******** ****** ********* ********** ************ *********** ***** ******* *** ****** ** *** **** ***** ******** *** ******** ***** ******* *** ********* ***** **** ***** ***** ******* *** ********** ** ****** **** ***** ******** ******* ********* ******* ** ******* ** ****** ** *** *** ***** ******** ***** ******* ** ***** ****** ***** ****** ** ****** *** ****** ** ********* ** ****** *** * ** *** *** ***** ********* ***** **** ******* ** ********** ******* ********* ** *** ***** ***** **** *** **** ** ********* * **** **** *** ****** ***** **** ********* ** *** ******** ** ***** ** ******** **** ******* *** ** ***** ** ****** * ********* **** ** ******* ** **** ** *** ********* ** *** ********** *** ********* **** ** ***** **** ***** ****** ******* ** ********* *** **** ** **** ************* ** ******** ** *** ***** ********* ** ****** *** ***** ****** * ***** **** ** *** * *** **** ****** **** ****** **** ** *********** ** *** ******** ** *** ******** ** ****** ********* ********** *** ***** **** ******** ****** **** ********** ** *********** ******* ****** * ******* *** ******* ***** *** ***** *** *** ** *** *** ****** *** *** *** **** ******* ** *** ******** ******** **** * ** ***** ****** *** *** ********** ** *** *** *** ********* ** ***** *** ** ******* ** *** ******* ******* ** **** ******** *** **** ***** **** **** ****** ** ******* * ******* ** *** ***** **** ******** ** ****** ***** ***** **** **** * ********** ***** *** ** *** **** ** *** *** **** ***** ********* *** *********** ******* **** ******** *** *** ******** ****** *** * ****** ***** **** *** ***** ****** *** **** **** ****** *** **** *** * ********* ******* **** ****** ********** **** *** ******** **** *** *** ******* ** *** ********** *** ********* ****** ** *********** *** **** ********** ***** ** ***** **** *** *** **** ***** *** ***** **** ** *** ******* *********** ** ********** ********* * ****** **** ** ***** **** *** **** ******* *** ****** **** ** ********* *** ****** ****** **** ***** *** *** *** **** ****** *** ***** **** *** ****** ** ********** *********** ** * **** ** ***** ********* **** ********* ********** **** *** ***** **** **** *** ********* ** *** ******** **** *** ********* ** ** ******** *********** *** **** **** **** ** *** ********* ******* ******* ******* ** *** ** *** ******** ** *** ****** ******* ** *** **** ******* ** *** *** ** ****** ******** *** *** ********** *** *** ********** ******* * ***** ** **** *** ***** ****** ** *** *********** **** ****** ******** **** *** ********** ****** ** *** * ******* **** **** ******* ** ** ****** ** *** *** **** ****** ** ****** *** *** **** **** ****** *** **** ****** *** ******* *** ***** *** * ***** ****** **** ****** *** **** *********** *** *** ********* ***** ** ******* ****** ** *** **** ******* ********* ** ** **** *** ** **** ******* *** **** **** ** ***** *** ********* **** *** ** **** **** ***** *** ********* ******** ** **** *** * ****** ****** ******* ** ****** ***** ** ****** *** * ******* ** **** ***** ** *** ******* *** ********* *** *** *********** ** **** ****** ***** *** *** ****** *** **** ** **** ***** * **** ** *** ******* *** ** **** **** ** **** **** ** *** ******* *** **** ******* **** ** **** ****** ** ** ************** ** *** *** *** ** *** * *** ** ************ ** **** **** ** ** **** *** *** **** ** **** *** ********* ****** **** ***** *** ** *** ********* ******** **** ****** ** ********* **** ***** **** *** **** * ********* **** **** *** ***** ******** ************ ***** ******** * ***********

  Customer response

  01/12/2022

  ********** ********
  I am rejecting this response because:
  
  I have decided only pay $31,258.11.  I was originally scared by Pride’s threat of a mechanics lien and finance charges.
  
  After becoming more informed, I do not believe Pride has any grounds for filing a mechanics lien.  There are billing errors, craftsmanship issues, and unpermitted/unlicensed work. 
  
  I will agree to additional material costs based on our decision to purchases higher quality flooring.  Please provide an estimate for the incremental cost.

  Due incompetence, negligence, and the billing “error”,  I insist that Pride does not deserve profit for this job.
  
  With that being said, I agree to pay the final amount the Better Business Bureau decides is fair. 
  

  Additional detail is provided in the attachment.

  ********** ***** ******

• Initial Complaint

  10/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about May 12,2021, I ******** ******* contacted Pride Cleaning and Restoration Service. I spoke with ***** *. ******* (aka ***). I explained to him that I had smoke damage to my home and needed repairs and was having trouble my insurance company. We met up at my home and looked at my insurance policy and the smoke damage to my home, assured me that he could handle the job as well as the insurance company. Meanwhile I can't live in my home so I was placed in the Residence Inn until the work was finished on my home, Work was started on or around May 24, 2021. His company proceeded to remove everything in my home. On June 07, 2021, I received a check for $7,195.42. I signed it over to ***. His workers proceeded to gut out my home. Between July - September I have signed over several checks from the insurance company. July 02, 2021 for 10,126.07, August 21, 2021 for 34,706.46, September 03, 2021 for 15,639.25 for a grand total of $67,667.20. In between the time *** was receiving the checks we had a conversation regarding the plumbing and electric. I was told by *** I would have pay out of my pocket for the electric and plumbing because the insurance had taken it out of my policy and that the city building department had been to my home and found several code violations. I called the city building department on October 21,2021 and they stated that there was no inspection report for my home and that no one had been to my address from the city. As of this date 10/24/2021 I haven't received an estimate for the remolding of my home. Yes, I am ashamed of myself for trusting some one with that much money. Please help me.

  

  Business response

  10/25/2021

  We have been in contact with Ms ******* as recently as last week.  The electrical and plumbing in the house was done without permit in the past and is not up to code.   We had sent out an electrician to do an inspection and they said there was about $20,000 worth of code upgrades needed.  We had worked to get this covered by her insurance but after the adjuster returned from vacation and finally got back with us we were informed that her insurance was changed and the code upgrades would not be covered in this instance.   Because we know the client is does not have the funds to pay this out of pocket we have been trying to come up with a solution to get her a safe home to live in and get her back in it. We were actually instructed by the insurance company to just do it without permit. We will not work that way.  

  After a lot of requests, we finally found a reputable electrician, JKD Group, last week that is willing to try to help.  He has set up a meeting at the house with the lead city inspector for this week and the inspection fee has been paid to the city.  Once we meet with the inspector we should be able to finalize the plan for reconstruction and get the actual work rolling.  We are trying to figure out ways to use the funds she has been given and reallocate them to make the rebuild work and safe.  We have set aside time in the work schedule in the next few weeks for the drywall, painting and carpentry.  
  

  We do understand our client's frustration but I hope she understands we are just trying to work through a very difficult situation.  She has actually given us $70,067.20 (she gave us $2400 in cash as payment on her deductible which she must not have remembered) but this not only includes some of the rebuild but the pack out and cleaning of contents and the smoke cleaning of the structure which has already been completed.  

  We did reach the client today and our reconstruction manager is going over there to work with her on better understanding the process and coming up with a plan to make it happen.  I believe we can come up with a resolution and hopefully end up with a satisfied client.  

*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. ↩