Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our house flooded on December 27, 2022. Our insurance selected Hudepohl Restoration to rebuild our entire basement including the ceiling, steps and floor, the first floor, which included the double french doors, floors in the living and kitchen rooms and hallway from the garage, two closets, living room ceiling. Total painting of all rooms, hallway, stairway after the walls and ceiling were constructed. Floors are not completed in the kitchen, living room and garage hallway. Garage hallway floor, cabinets and clothes rod are not completed on the first floor. Kitchen cabinets are not attached to the wall or put back correctly. The kitchen cabinets are missing screws. The kitchen floor is not complete with spaces between the flooring and cabinets and walls. Closets in the living room and garage hallway floors and walls are incomplete. Basement door is missing, stairs are bare with chunks of wood missing. The bar was not made and missing. Our refrigerator is broken due to the flood and moving around due to the restoration. We have contacted Hudepohl Restoration by phone, text, email and letters. The owner came to look around in April, 2024 and blamed the lack of service on one employee. We've contacted our insurance multiple times and finally our insurance, USAA said they received notice that everything was completed in November, 2023. Our house is still in a mess. Please help us. Thank you.

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contracted Hudepohl Restoration for first floor remodel beginning 2024 with a completion date of May 1st 2024. -Deposit of over $29,000 paid -Double charges on quoted items -Numerous items on quote not provided -First floor remodel to include flooring, baseboards, new kitchen cabinets, countertops, crown molding for upper cabinets, backsplash, and paint. Total project cost: approximately $52,000. -Sub standard workmanship, flooring ruined / incomplete. Must be removed and new flooring installed. -Cabinets installed damaged and unfinished. -Damages to existing items in home -Kitchen left unfinished -Work partially completed as of Sept 5, 2024. Company is unresponsive to calls, emails, texts. **informed by subcontractor our project is "on hold"** -Agreed upon completion dates missed by months. -Living in unfinished home has resulted in injuries to family members.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Early 2023, we had a water pipe burse in our Master Bathroom shower. We contacted our insurance company and they scheduled Hudepohl Restoration to come and provide a bid. They fixed the issue and we opted to upgrade our shower to tile instead of prefabbed plastic. That work was completed, but during the re-install of the shower door, the door broken in many small pieces and damaged the Bathroom Vanity. Hudepohl project coordinator was to order a new shower door and vanity, but we have had endless excuses to we can not seem to get the work done. They have stated to us that they have the new door and vanity in their possession. Now they will not return and text or email messages and the office phone number rings until it hangs up. The owner Thomas Hudepohl has disconnected his cell phone listed on his business card. Our ask is that the project just be completed as we are coming up on 18 months since the broken pipe.

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was put into contact with Hudepohl Restoration when they were assigned by my insurance company to fix the damage from a water leak from an upstairs bathroom. I initially met with Vicki who came out to assess the damage and create a plan of action to fix the problems. In a rather untimely manner, the estimate was created and given to my insurance agent. The company was going to repair the ceiling, retexture the ceiling, paint the wall, and replace all of the flooring in the space. The ceiling was not able to be retextured by patching it, so after the first failed attempt, Hudepohl renegotiated the estimate with my insurance company to retexture the entire ceiling. This work was done wrong, had to be sanded again, and was finally completed. During the time that Hudepohl Restoration was in my home, they ruined my foyer flooring, did not adequately protect my belongings from the dust of sanding, stapled plastic into my cabinets, broke my antique furniture and left plaster around the top of the walls from where they retextured the ceiling. This company haphazardly put my belongings in an unsecured trailer without a proper registration and displaced me from my home for two days. There are still issues that need to be resolved, but I have been given the run around from the owner now. These issues have been created by this company as they have tried to finish the job at my house. I have taken many days off work for this work to be done in my home. Today the owner cancelled the meeting we had to resolve the issues. I want a proposal/contract from this company with a timeline of the work they will complete in my home, who is responsible for completing the work, and what kind of discount (offered via email this morning from the owner that cancelled our meeting). This company has inconvenienced me enough, and I need this issue with them resolved as soon as possible.

  Business Response

  Date: 08/01/2023

  We were assigned this claim through the above mentioned insureds insurance company and started the claim process. The claim process is not always quick and simple, there is a 3 stage process that goes into this. We do the inspection/write the estimate, that estimate gets audited by a third party reviewer and then goes into the hands of the handling adjuster. Often times this can lead to a slow start for some claims. When we started this claim and the work began it is always told to the insured that there is never a guarantee that the patch in the ceiling will match 100% however we have to try due to insurance guidelines and if we can prove that there is not a match we can supplement for the additional work which was done in this case. The insurance company did approve that and we formulated a plan to correct the ceiling damage. When any type of drywall work is done we contain the area, however, we went a few extra steps, we did pack out items in the house and re contained the area after each drywall session. Any time during any type of construction involving drywall there will be dust and residue, it is part of the insurance estimate that is for a construction clean only, due to the amount of scraping that had to take place to get the ceiling correct we brought in a company to clean the duct work and a final clean, however after this there will always be some residue and the insurance company is aware and that does happen. I have uploaded photos in response that we did mask off and contain the area. During the containment there was some of thee stain that came up on the floor, we informed the insured that we would repair that since it was something that was caused from our containment. We asked what kind of stain and it was a black matte stain with no poly on top since the insured preferred a matte look, we came out and put a new matte black stain on the floor, 3 days after the insured called the office to state it was not dry and after many conversations it was determined that the insured used a stain/poly mix so therefore our re staining of the floor would not dry and we had to come up with a different plan. With the approval from the insured we replaced the hardwood in the foyer again at no cost to insurance company and at no cost to the homeowner to make right in the situation. After that was completed and dried correctly there is now another host of issues about the toilet not setting correctly however it was a simple detach and reset, the handprints on the walls, and possibly some soft areas in the LVP flooring that was installed. The LVP is a floating floor so there often times is softer areas due to the subfloor or unlevel areas in the floor below. The handprints and staining on the walls were there previously and per the insured she was going to be painting the walls herself. 

  We did offer a discount for the issues that did take place, however at this current time we do not feel that any one our company sends out will provide the service that the insured would accept. The insured has been paid from the insurance company and we have not received any payment on this claim to date. I have uploaded the photos of the containment that was set to protect that area the shows we did properly contain the area, the post photos at the end of each drywall session taking the containment down and cleaning the area of the door that shows an already stained area on the door frame. The insured has yet to be pleased with any contractor, employee, cleaner, etc.. that we send out

  We do acknowledge that there was a piece of furniture that needs to be returned that was slightly damaged and repaired to the insured and would like to arrange a time to drop that off. At the current time we believe it is a best that the insured finds a different contractor to complete any other issues she may have that will provide her satisfaction as we feel we have far exceeded these attempts.

  Customer Answer

  Date: 08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I am not surprised by the excuses made by this company to blame ME for their shoddy work at my home.  They put plastic up as the pictures showed, but they failed to mention that they didn't clean off the plastic before taking it down.  That is what that crew determined was the cause of the mess that was made in my home.  I let them pack my things up and put them in a trailer (that was not registered properly) in front of my house as a convenience to THEM!  I was told the job would get done much quicker if I let them do this, so I moved out of my house for two days as a courtesy to them.  There was no final cleaning because the work is not complete!  I was told by Vicky that surfaces in my house were cleaned after the ducts were cleaned, but this was not the case as I found debris around every air vent.  

  The company claiming that their excuse for damaging the walls when they did the ceiling was that I was going to paint it anyway is a moot point because there is PLASTER at the top of the walls.  It is not paint that they messed up.  There is plaster at the top of my walls.  I would like the plaster removed so I can paint! 

  The LVP is not installed correctly.  I have had this flooring in three homes now.  I am able to move the boards with my feet when I walk on them.  One board was so bad that I tripped on it.  That is not normal.  The second flooring installer (the one who came out and installed the flooring they ruined) confirmed this when he told me that he was the expert that was supposed to do the LVP, but he was not available. If there was something "wrong" with the subfloor then that should have been addressed BEFORE the flooring went down in the first place.  The fingerprints in the front hallway are from the second flooring installation.  They were not there beforehand as the company claims.  There are black fingerprints all over the quarter round that was installed with the flooring as well.  They are the same prints on my front door and trim for my front door.  

  I was only ever asked the color of the stain I used on the foyer floor before work began.  Vicky kept telling me that they will just come and stain over it, and it would be so easy.  She even made a motion with her hands like it would be just like mopping.  It seems to me that if it was done correctly (i.e. sanding it before restaining it) then the floor would not have needed to be replaced no matter what stain was on it before they got to it.  

  Only when Tom Hudepohl cancelled the appointment that we had last week did he offer a discount to me for the "work" they did.  I have never received a bill or talked about payment with anyone from Hudepohl, but they are correct that my insurance company cut me a check months ago before the job was even complete. It seems now that they are not going to finish the work because the owner of the company can't even be bothered to keep an appointment to see some of these things for himself.  Again, I have never seen a bill from this company, and I have not been contacted about payment.  

  Regards,
  
  ******* ********