Quantum Restoration

It could not have gone worse. A decade later it still stings that we paid them tens of thousands of dollars.

The pm could have communicated better, but the quality of the work done was flawless.

We had a little accident.  Our water pump in the basement broke and we had a little flooding from a lot of rain here in the last month.  My wife called our insurance company while I was out of the country.  Our insurance company recommended a company.  The company helped to get the water dried up, took the $1000 deductible and disappeared.  They never finished the work.  We have not been able to contact them even when I went to the office physically. I sat and waited for the owner who never came out for three hours. It has been two months.  We were not told that the contract was only to dry out the basement and not for restoration. We would like justification of the $1k and why the company has been so unresponsive. We only received one phone message from the manager asking to put the key in a lock box. My wife is always home, so we told them to come at a scheduled time. They never showed up. A simple email stating that the company did what they were contracted to do and we do not owe any more money would suffice to close the chapter on this situation.

We chose this company from a referral from our insurance company to get quicker response following storms in our area.  All of the big water mitigation companies couldn't get out soon, and we had mold starting due to us being gone when it happened.
Skip came out right away.  We were so impressed and excited to learn they do provide work from the mitigation process to the rebuild.  He was very kind and seemed compassionate about getting going right away.
Sean came and started mitigation and tore out moldy walls, trim and carpet and treated it for us.  He always called before coming and communicated well.
Our challenge came during the rebuild when Jeff took over for the company.  It took days for him to return phone calls.  We made it clear that we wanted them to do the work and told him to go ahead and do it, no matter what the insurance totals were, as we wanted it fixed and would cover any other costs.  He delayed getting back to us, and then would blame the insurance company, of which we had already settled with and had the checks in our possession.  He made lots of comments like, "well now I know you are serious, since you made deposit" when we were trying to get estimates on the cost of repair.  He was very difficult to work with.  Once we paid we thought things would get better communicating with him and when work would start, but it just got worse.
I called the main office several times to speak with the owner Skip, but he never returned any of my calls, and occassionally, Jeff would follow up sounding annoyed that I had done that, when in fact it was because he didn't return calls on start dates or anything.  
 They finally sent Brian a carpenter to start.  He did amazing work and always let me know when he would be coming.  However, there were still things that did not get done that we were told would, such as about $200 worth of painting that did not get done, but we were charged.  We were also told that they estimated wrong on the cost of our trim, after we had paid, by double more than what we paid, because they were having a hard time finding the correct match. Jeff continued to not return any calls.  We found out later that he left the company by Brian, only because I had said something.
During the time of repair, we paid on time for everything and have paid everything in full, which is our stupid fall, and it is not completed.  Their office manager called us telling us we had not paid at one point, and we told her the date the check cleared from the bank, and that they would need to pay to get a copy of the check at this point.  Never heard back from her, and have now found out she quit the company.  
They finished all work the middle of September, minus corner trim that had to be ordered at that time.  We have rounded corners, so we understood.  After not hearing back for almost 2 months, I called last week to speak with Skip.  The receptionist again told me she doesn't leave a voicemail, that she will contact him (as usual).  Of course he did not return my call again, but had a new guy that replaced Jeff, named Rich who called.  He left me a message saying he would get back to me last Friday.  He has not, and I have left him yet another message.  
We are still waiting for the job to be completed.  We signed the contract to start June 24, and it is November 7.
Do not hire.

On April 5, 2010, my husband and I came home to a flooded house. A fitting behind our upstairs bathroom sink had come loose and had been spraying water for 7-8 hours. Our insurance agent gave us Quantum?s number, and they were at our house in less than an hour. They quickly got to work cleaning up the mess. That night, everyone was really friendly, helpful and comforting. However, after the night of the flood, things changed. To start the water loss mitigation, almost our entire house had to be packed up. We were assured that everything would be labeled and a detailed inventory would be taken. We assumed the people packing up our belongings would be professional movers, but they had brought along a few extra hands?office workers?to help pack up our stuff. Because of this (and due to other experiences described later in this review) we decided to use a different moving/packing company (Local Motion) to move the rest of our items out of our house when the floors were being re-finished. We thought it was kind of odd that we weren?t offered extra insurance or a base per/pound reimbursement like most professional moving companies. Local Motion packed all of our other items and returned them all undamaged. Note on the ?detailed inventory?: We checked it over numerous times, and a couple of large furniture items were not listed. Fortunately, I saw these items in the vault so I knew they were there, but what if they disappeared? We wouldn?t have proof that any of it existed because it wasn?t on the inventory. When Quantum returned the items they had packed and stored for us (September 16), several items were damaged. For example, our dining room table had some new scratches on that Quantum refused to fix or reimburse. The reason: the inventory list indicated that the table had ?scratches? on it. Yes, there were scratches on the table when they packed it up, but these were new scratches, and the inventory didn?t indicate the location of the scratches. Also, they said that there is no way there could be new scratches because they wrapped up our table. Thing is, when they moved the table back in, it wasn?t covered. They said they removed the cover in the truck, but why wouldn?t you keep it on while you move it into the house? The table could get dinged while moving it back in the house. Another example: a canvas painting had a crack in it. The day of the move-in, Shawn Finney assured me that he would try to find a replacement painting (I had bought it at Target). Two days went by with no response, and when I called him he said that he was still looking for the painting and would call me in a couple days. Again, no call back, so when I called him again, he said he couldn?t find it and he would mail me a check for $50. Not wanting work with Shawn Finney again, I called back in December to ask to speak to someone else about the check and other broken items. I was sent to Mary Balloy?s voicemail. Two weeks later I hadn?t received a call back, so I Ieft her another voicemail. Still no call back. We were told we could access our vaults at any time. Lou Ann Groth and her assistant were extremely helpful and accommodating in getting our vaults down (3 times) so that we could get some of our items. However, the first time they brought them down and opened them up, I noticed a piece of furniture (a white dresser) in one of our vaults that was not ours. Lou Ann apologized, and explained that the dresser was in our drying room and had been set aside for an employee. When everything was dry and needed to be put back in the vault, the guys she asked to do it mistakenly packed up the dresser. Yikes! How do we know that some of our stuff wasn?t packed into someone else?s vault? Water loss mitigation was timely and thorough. Demo was fast and the guys did a good job cleaning up. In September, we had three guests staying with us. That morning we had all taken showers and assumingly all flushed the toilet at least once. Around noon, my husband went down to the basement and discovered sewage covering our basement floor. Our floor drain had backed up. Called in Roto-Rooter, and his camera saw what looked like a 3 inch toilet cap. This had been teetering back and forth, letting water trickle through, but with all of the extra water and toilet paper that morning, it finally completely clogged up. We hypothesized that when the toilet was removed from our first floor bath, this cap was accidentally dropped down the drain. We brought this up to the company that handled our pluming (Wenzel Pluming), and they reminded us that they did not do the toilet disconnection, whoever did the demo removed and caped the toilet. We had our contractor contact Mary Balloy at Quantum and she denied any responsibly and would not pay for the removal of the cap from our drain. Numerous phone calls and emails to discuss further went unanswered. Additionally, our front entry door frame was damaged during the demo. Quantum came back to fix it?after several calls?but they did not fix it properly. Wrong screws were used on the storm door and the frame patch is now cracking where putty was used. We plan on fixing it ourselves rather than go through the hassle to get Quantum back out to fix it. We decided to not hire Quantum as the general contractor for our reconstruction. Here?s why: Sean Miller. Our initial communications with Sean were fine. He was very responsive and provided helpful suggestions for improving our house in conjunction with the reconstruction, and also making sure our insurance covered everything they should. However, we increasingly felt uneasy about working with Sean. He seemed to over exaggerate the costs, like he was trying to milk as much as he could out of our insurance and out of us for remodeling we were going to pay for. We got the feeling he was just looking to pad his and his subcontractors bottom lines. We knew that reconstruction wasn?t going to easy, and we didn?t want to make it any worse by hiring a contractor we didn?t trust or feel comfortable working with. To conclude, if it is not already obvious, we were very dissatisfied with Quantum. We will not recommend you to anyone. We made sure our insurance agent removed Quantum from his recommended vendors list. I hope this is not the way Quantum treats other customers. We were out of home for 4 months. Dealing with insurance, not having all of our possessions, and making remodeling decisions was stressful enough?and working with Quantum was a big part of the stress. In the beginning when we were starting to question the competency of the business, we were willing to give Quantum the benefit of the doubt. But time after time as our frustration with Quantum increased, our willingness to let things go quickly diminished. ?We Restore Peace of Mind? is their slogan--what a joke!

The biggest problem was timing. In all, it took six months for all the work to be done, and in fact we had to go with another painter due to some scheduling problems at the last minute. It was frustrating to constantly be asking what was happening. BUT, Craig, our project manager, was a great guy and very honest with us about the progress, and if it wasn't for him I think we would have been a lot more frustrated. They also did really good work. And when some of the painters didn't quite get a job right, he made them redo it. I appreciated that a lot. I have mixed feelings about the company, but in the end I believe we got a very fair price and they did a good job, so I'm happy with the outcome.

I have used Quantum several times before. I called on a Monday morning and was able to have the work done on Wednesday morning. He arrived promptly at 8:30 as scheduled. He was very thorough and took the time to work on spots or show me ones that could not be removed. He cleaned up when he was through.

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EXCELLENT WORKMANSHIP. THEY MADE A CARPET WE THOUGHT WAS A GONER LOOK LKE NEW. WE WILL DEFINITELY USE THEM AGAIN.

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