Paul Davis Restoration of Southern Colorado

It is hard to imagine why USAA uses this company. If I had known how horrible they are I would have insisted on someone else. The roofer took of my old roof, then put his roofers on another job - leaving me w/ weather proofing & no roof during snow. (He lied said they all at at the same restaurant & got food poisoning) 5 days later they came back & finished the roof- When I got new siding 2.5 yrs later I found out the roofer, roofed over rotten beams, used original flashing, and original drip line. I had to have much of this torn out & part of the roof re-done. He also put vents on w/out cutting holes, so I had no ventilation. The inside was an equal disaster- The painter couldn't match my paint- finally sent me to the store after dark to choose a color. (I had no light in my house since all fixtures had been taken down or covered, so I could only choose by paint samples. 3 levels of my house were painted a different color than what I really wanted. (Its okay, but not what I really would have chosen.) And- there is an area on the ceiling still not painted near a light fixture. Still waiting for the owner of PD to return my call on that. The painter spilled paint on my carpet, so they had to re=carpet an area- the carpet is coming untacked- and...nope, no returned phone call on that either. They also misdiagnosed the reason water was coming in, in one area of my house. USAA says that they wouldn't have paid for this water leak- okay I get that, but had it been diagnosed correctly in 2013 I would have had it fixed at a cheaper labor cost & cheaper material cost than waiting for 3 years. We haven't had such heavy rains since then- so now...3 years later the problem is happening again - same leak. I tried a reasonable approach- lets split the cost. Yup...you guessed it.....no returned phone call. I was patient, and kind to these people when it took them 6 months to fix my house (the owners husband was in an accident during the time my house was damaged)....I gave them some slack...but now all I am done. On a scale of 1-5 5 being best I would give them a -2 Nothing that they have touched has turned out well in my home.

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The first week of April 2014 we had a pipe burst and flood our basement: 2 bedrooms and the bathroom separating them. The scheduling was done by Paul Davis, and initially with the water mitigation, we were impressed with their promptness and professionalism. The 2 gentlemen sent in to set up the fans and check the dampness of the 3 areas did a great job within about 72 hours. It was after this part of the process that Paul Davis failed horribly. After receiving a letter April 23rd advising us of the process, we did not hear from them again until I called them approxmiately May 9th. Paul Davis never followed up with scheduling, and with this being our first home owners insurance claim, had no idea how long we should wait to hear from them. They advise us that it won't be until mid June for the repairs to start. The Owner Suzanne Johnson followed up with me, and after I explained that family would be coming June 10th, we had already scheduled to be out of town the end of May to mid June, so they rescheduled for repairs to start June 4th. I emailed twice asking if everything would still start on June 4th, to which I was assured they would, but when we fly back into town the day before, Mary from their scheduling office emailed to let us know that work would be delayed a day, then asked if we had already picked out our replacement vanity. 1, the delay was unacceptable. The damage happened the first week of April and now it was June with one bedroom with partial dry wall removed and no carpet or padding, the bathroom was unusable, and the other bedroom had its furniture all shoved to the side of the room. No, it was not ok that we were delayed. 2, never at any point were we told to pick out a vanity. The estimator said they would find the exact replacement, and that's the last I heard anything regarding that. Again I spoke to the owner who offered to put up my brother and his family in a hotel (which we declined), give us back 25% of our deductible, and assured us everything would be finished on time. We heard from Nate from Paul Davis, who apparently was fine with sending us a picture of a vanity that was no where close to our original. I asked him if he could contact our builders and ask where the vanity was ordered from. After some hemming and hawing, he said he might be able to do that, but it would be a hassle, so maybe we should head into the Springs, and pick something out. It took me 5 mins to track down cabinet and where it was ordered. It was literally the same business he went to earlier that day to pick out the wrong color vanity. I forwarded the information to Nate and he advised us it would take 10-15 days. Luckily one of the subcontractors put the old vanity back, so the bathroom was usable while we had family visiting. On the day the vanity was finally installed (after I had to email and follow up on whether or not it had come in), Paul Davis completely messed up the scheduling, and we had workers waiting on other workers who weren't even supposed to be there that day according to Paul Davis' scheduling with their company. We were lucky the sub-contractors waited hours while other contractors were finishing their job, or else it would have taken days to finish a 2-3 hour job. Through this whole evolution, Paul Davis' owner, Suzanne Johnson, kept blaming our home owner's insurance company, USAA Federal Saving's Bank, for making PDR use reputable people. Never once did they take responsibility for their inept scheduling practices and lack of follow-thru. We advised USAA and will never use Paul David Restoration out of Southern Colorado ever again. Once the repairs were completed, we did receive a refund of $250 from our original deductible. I rated them overall a D, only because the work done by the sub-contractors was flawless.

My experiance was astounding remarkable they were fast helpful kept me informed at all times and helped me out with providing me with contractors that were able to help me fix a few extra things around the house. I highly recommend them and would use them again and again Special thanks to Suzanne!

Very professional. Estimated job, scheduled, arrived on time each day. Thorough cleanup. Careful, neat work. Initial work still showed a difference where ceiling was patched, they came back twice to make sure it was done right. Problem caused by dissimilar products used today, vs. when home was built. Although this was a relatively small job, they kept at it until right. Last time was three guys, 4 1/2 hours. Very careful professionals.

We discovered a water leak from our 2nd floor shower to the 1 floor on a Saturday night and was advised by our insurance company to expect a call from Paul Davis Restoration the next morning. We did not get a call from them at all, ended up calling them--after many attempts, we finally reached somebody, only to find out that they are unable to work with us. We ended up going to a different restoration company based on Angie's List user recommendations. We would not consider going to them if we are unfortunate enough to need another restoration service in the future.

There are a lot of poseurs out there claiming to be restoration companies, and happy to take your money for poor quality work. You need to be careful! That said, I think Paul Davis is pretty competent. They did a good job on our place and were very professional about it. There were no negative issues that I remember from 2 years ago.

Inspection went fairly well except they quoted cleanup of equipment (air conditioner) that we do not have. Corrected quote had to be re-submitted to my insurance company. Everything (the talk) went wall until they actually had to show up to work. I even received a phone survey BEFORE the work was preformed. This should have been a warning to me. Then the excuses began. First they postponed because someone was sick. Then someone had jury duty. Then our project manager was fired. This went on and on. They ALWAYS apologized but NEVER seemed to communicate between themselves. They promised me a detailed schedule for completion of the work but all I received was and occasional email that they would be at my home in the morning to perform a specific task or a call to my cell phone that the power washer was in the area and could be at my home in an hour. There was some work that was not preformed that I had them remove from their invoice to the insurance company rather than lose another week or two having them come back. I just wanted them out of my home. Since almost all of the work was subcontracted the core problem was their TOTAL lack of project management. I had to call them to have them pickup a piece of equipment (a fan) they left at my house. They were so disorganized that I had to call them, a month after the work was performed, to get them to settle the final invoice and payments from me and my insurance company. This occurred a month after the work was performed and almost three months after the fire. I am/was new to Angie’s list and should have looked them up before I hired them. Do not hire!

About 2 weeks after USAA assigned our case, PDR first sent someone to scope our smoke damage restoration. Two bright, courteous high school boys (one a son of the PDR franchise owners) inspected the house, did a "light" inventory and took room measurements. While intelligent and polite, the boys were admittedly inexperienced. The owner (father) Dave Johnson arrived as the boys were finishing (after about 2 hours), and we discussed many issues apparent to us. Dave promised to get the scrubbers and ion generators out to the house right away, but PDR didn't bring those for 2 weeks. Dave also took a list of about ten major concerns, and he promised to contact experts (e.g., damage to our deck, restoration of two pianos) to address those. We never heard back from Dave about any of the major concerns. We next heard from PDR on a Monday about 2 weeks later, when a "project scheduler" called to announce that their crew was coming to clean our carpets. The USAA insurance adjuster had already instructed PDR to remove and replace the carpet, specifically not to clean it, and we had asked Dave Johnson (and he'd agreed) to assist us in arranging for hardwood replacement of much of the carpeted area (we would pay for the difference between the carpeting replacement cost and new hardwood). Also, PDR had not yet placed the scrubbers and ion generators, nor packed out the entire contents, both of which tasks must proceed any carpet cleaning or removal. In any event, we told the PDR project scheduler that we would NOT let the crew into the house until we'd spoken with Dave about all the items we'd agreed upon with him. That evening we got a call from Suzanne, Dave's wife and business associate. She was unaware of all the agreements we had with Dave, but she promised that Dave would call the next day. She was very apologetic, but explained that their business was simply overwhelmed with all the work from the Waldo Canyon Fire. Dave Johnson never called again. We left messages and emails for PDR to which we never received responses. By the following week, when we hadn't heard from PDR, we asked USAA to revoke our assignment from PDR. After the revocation, Suzanne Johnson called us "to see if there was anything they could do for us." Sadly, we were past that point. USAA had to assign our restoration work to another company, for whom we had to "get in line." That experience is going well, so far. The Johnson's seem like very nice people, and the Waldo Canyon Fire was certainly overwhelming for the Colorado Springs restoration contractors. However, if a business can't serve and especially communicate in an accurate, timely way with its customers, the business shouldn't take on so many customers. We wish the Johnson's well, and hope they are learning how to run their business better, and how to serve customers well.

I contacted them after I had a pipe freeze and burst on 4 Feb 2011 two days before I was scheduled to move out of my townhome. The FIRST project manager met with me and told me how the project would unfold. He was all talk. After a month of his excuses I was understandably frustrated. The day the work was SUPPOSED to start no one showed up and the project manager stopped answering his phone. I called the office directly only to learn that he had been fired and never submitted any paperwork for my home. They told me I would be placed on the bottom of the priority list since there was no proof I had been working with anyone. I had to submit proof through saved e-mail contact and text messages that I had been waiting as long as I had. Project Manager #2 was assigned. Three weeks later I got a call from the company stating that I was being assigned yet ANOTHER Project Manager. The 3rd and final Project Manager was arrogant and left my home a mess! The project was FINALLY completed at the end of April (almost 3 months later) but left me no time to find a renter which left me with yet another month of mortgage payments. Mind you, the area damaged took up maybe 250 square feet and in no way should have taken as long as it did. The company called me for a phone survey a couple months after completion but quickly got off the phone prior to their survey being complete once I told them I wouldn't recommend them. Shady. Awful customer service, awful organization, awful time management. Stay away.

I called Paul Davis when I realized I had mold in my master bathroom. They had done an outstanding job a few years back when we had water damage due to a leaking refrigerator. They do not charge for the assessment, so I scheduled them to come and take a look at the problem. Tanner arrived promptly and looked at the issue. Initially he thought I might have had a leak in the roof, but he didn't have the appropriate ladder with him. He returned several days later to look at the roof. He called and told me he didn't think the roof leak was the problem, and that the mold was probably just due to inadequate ventilation in the bathroom (which has been used for a number of hot showers, Jacuzzi tub baths, etc.). He also told me his supervisor was out of town and would get back to me the next week with an estimate and recommended repairs. After a week, I hadn't heard anything, so I contacted Paul Davis to inquire as to status. I received a return call a few days later saying that the supervisor was out of town for something else, but I would have the estimate by the next Monday evening or Tuesday morning at the latest. I talked to Tanner directly, and he gave me the impression that the problem was not so widespread as to be a major issue, but that they wanted to cut out some drywall and look behind it to confirm. I did not receive the estimate when promised, nor have I yet received it several weeks later. I have been surprised at the lack of follow-up, as this company had been great to deal with when we had a big issue (and repairs were being coordinated with insurance). Because the problem didn't appear to be significant, I researched how to clean the mold myself, and did so this past weekend with excellent results (and zero cost). I would call Paul Davis again because they are knowledgeable in the area of water damage and mold issues and provide a free assessment/consultation that I found very helpful, but I was very disappointed in this specific interaction.