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5.0

This response was emailed to this consumer on September 10, 2014:

On September 8, I received your letter dated August 26 addressed to Tim Robinson of Paul Davis Restoration. As the owner of Paul Davis Restoration of Delaware Valley, the office that performed all the work at your home, it seems most appropriate for me to address your concerns.

Let me start by saying that I am sorry that your experience with PDR Delaware Valley was not a positive one. We strive in our office, as do all offices in the PDR network, to respect the fact that we are working in peopleโ€™s homes and to treat them with the same quality and care as if we were working in our own. So I do apologize if we did not meet your expectations.

To the best of my ability, I will address each one of the issues that I believe you identified in your letter:

- โ€œA roof that leaks in different placesโ€. As you know, we did replace a portion of your roof in 2011. Upon hearing of your report of the roof leaking, Kevin of our office visited your home recently. Per Kevinโ€™s inspection, the roof appears to be in good condition and does not appear to be the source of your leak. Kevin believes, and I believe he discussed this with you while he was on site, that the source of the leak is a window that is not capped and has a window unit air conditioner installed in it that leaves large gaps for water to infiltrate. As I am sure you know, we did no work on this window and it is either a pre-existing or post-existing issue unrelated to your roof.

- โ€œa kitchen that was not done properlyโ€. As you also know, we did do some work in your kitchen in early 2012. I believe your August 26 letter was the first time we have been advised of any issues with the kitchen and per my conversation with Kevin, no kitchen issues were mentioned in his recent visit. I apologize, but Iโ€™m unable to respond in any detail when you state only the kitchen โ€œwas not done properlyโ€.

- โ€œa porch that is still void of a proper sheet rocking jobโ€. While Kevin did see the abominable drywall work in your sunroom when he visited, this was not part of the scope of work performed by PDR Delaware Valley and it seems your issue would be better addressed by whoever actually did the drywall work. I know you mentioned that you believe Tom of our office did this drywall work for you, apparently on his own time and without any payment, however Tom says this is not the case and, therefore, it appears to me that someone else did this drywall work.

- โ€œKevin was extremely rude, disrespectful and was not well versed on the entire situationโ€. While it is true that Kevin did not participate in your project while it was taking place, as our General Manager, he was my choice to visit you and assess your issues. Kevin is our most experienced construction manager and is the most capable person we have to review and solve issues when they infrequently arise. While I have always known Kevin to be polite and respectful, I did talk to him about your impression and how sometimes people under stress view anotherโ€™s actions and demeanor in a manner that was not intended. While Kevin does not believe he was either rude or disrespectful, he will take your impression to heart in his future dealings with customers and try even harder to make sure they understand he is there to assess and, wherever possible, help.

- โ€œIt took from August 2011 until October 2011 for the roof to be completed, even though it was only HALF a roofโ€. It is, unfortunately, impossible for me to put together a day by day timeline of a project we completed nearly 3 years ago. However, our records do show some specific dates. We received notification from [your insurance carrier] of your water loss on August 16. We addressed that immediately and completed the mitigation work by August 19, three days later. We recorded the start of your roof repair work on September 19, one month later. During this time, we would have scoped the work needed to be done, estimated the cost of the work, worked with your [insurance carrier] adjuster to make sure that his scope and pricing and ours were in line with each other and, once you agreed to allow us to do the work, we would have scheduled the necessary labor and materials. I further show that we paid our labor expenses on October 6, which based on our normal payment cycle would indicate the work was completed sometime during the last week of September, though I cannot say this for certain. I again apologize for not meeting your expectations on timing and in retrospect, there are times where we can complete a job like yours more quickly and other times where it may take us longer, mostly based on the general workload at that time. I donโ€™t have any recollection of whether our workload was heavy or light in September, 2011.

- โ€œBecause of the delay with the roof and the amount of money that he must have overpaid his workers, Tom did the work on the enclosed porch, including the sheetrock, which was NEVER finishedโ€. As I mentioned above, it was not Tom of our office who performed this work for you. And I would note that we paid our roofer a fixed price for this job so Tom would not have mentioned anything about overpaying anyone. I wonder, and Iโ€™m just guessing here, whether you might have agreed somehow with someone from the roofing company to work on your drywall. I only mention it as it makes sense in that they may have been concerned about their payments to workers and it may be the reason that PDR had no knowledge of this as it would be outside our scope of work if it was a separate agreement you made with someone outside of PDR Delaware Valley. Again, Iโ€™m only guessing. Also, in the estimate provided to us by [your insurance carrier], there is no drywall in the scope of the sunroom. While there are lines to remove, replace and stain paneling which was included on your settlement with [your insurance carrier], the sunroom repairs were not part of the scope of the work that PDR Delaware Valley performed. You are also aware, I am sure, that the estimate provided to you by [your insurance carrier], and the amount of which you were presumably paid for your claim, was $6,653.68 while the work that we performed that was included in that estimate totaled $2,909.25, so clearly there was much more work for which you were paid by [your insurance carrier] than was performed by PDR.

- โ€œWe personally paid $2600 to DVPD for the completion of our kitchenโ€. The actual amount of the estimate and subsequent payments was $2,350.22 which were paid out over a 9 month period between January and September, 2012 for work that was completed in January, 2012. โ€œTomโ€™s contractors never painted the kitchen or put a simple vinyl floor downโ€. Neither of these items was included in our scope of work which included only a countertop and installation of cabinetry, a dishwasher and a sink faucet. Had our scope of work included painting and flooring, our pricing would have been considerably higher.

I also did review the consumer web site comments you mentioned. I would note that in my review, I did not see any comments regarding Paul Davis Restoration that emanated from our office so I do take issue about โ€œpoor craftsmanship and lying are all common practices with your companyโ€.

I would like to respectfully offer some relatively simple suggestions that may help you put your โ€œhorrible experienceโ€ behind you:

- Have your window properly capped and have your window air conditioner properly re-installed. We believe this will address your water infiltration issues.

- If my guess is correct, contact the person who installed the drywall in your sunroom to return and make those badly needed repairs.

- If the kitchen floor and painting are important touches to you, they are something that you might be able to undertake as a DIY project or, if not, I am sure you can find a contractor who can do that work for you for a fair price.

I am sorry that I donโ€™t have responses that probably are more to your liking, however, as Iโ€™ve addressed above, it seems that the issues you raise are not related to the work PDR Delaware Valley performed or was paid for. As such, I am unable to assist you more directly.

Finally, I will pass on your positive comments to Jackie. I thank you for those. Please feel free to contact me if you have any further questions.

Reason of review: Response.

Location: Folcroft, Pennsylvania

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