Update to respond to owner:…read more
Thank you for responding. I want to clarify several things because your response continues to frame this as an insurance-coverage issue, when that is not what my review or dispute is about.
I understand that Paul Davis spoke with our insurance carrier and received approval for a POD and pack-out. Carrier approval is not the same as informing the homeowner what the POD will cost or obtaining agreement from the homeowner to personally pay those charges. Before the POD was ordered or delivered, neither my husband nor I were given the monthly rental rate, delivery/pickup fees, expected rental duration, labor rate, estimated labor hours, or anticipated total cost.
In fact, before the POD arrived, we had already made our own arrangements. We had rented a 10'x30' climate-controlled storage unit, arranged and paid for dumpster service, and had a 3-car garage available. Before your crew arrived that day, I had already been disposing of water-damaged belongings and moving other property into our own storage.
Yes, once the POD was already at our home, I was present and told workers which limited items could be placed inside. I have never denied that. Directing workers after a POD has already been delivered is not the same as being told beforehand what it would cost and agreeing to those charges.
The work authorization Paul Davis relies on was signed on April 17, the same day the POD was delivered, and it says "pack out into a pod." However, it does not disclose the POD rental price, delivery/pickup charges, rental duration, labor rate, labor hours, or total expected contents/storage cost.
Regarding the statement that there were no complaints until insurance limits were reached: we could not dispute charges we had not yet been presented with. The separate contents/storage invoice was later issued for $2,105.47. Once we received it and understood there was a separate charge, we formally disputed it and requested documentation. Paul Davis then reduced that invoice to $1,500 and later offered $1,300.
We also questioned the 12 labor hours, a padlock charge for a lock that was not provided, and two months of POD rental. Paul Davis has now acknowledged the lock should be credited. We also raised that the POD remained longer in part because additional carpet had to be ordered before the project could be completed.
My husband asking about a discount, payment options, or how to deal with an unexpected balance does not change our right to later review and dispute specific charges once they were itemized.
The statement that this would have been a "moot point" if insurance had covered everything actually highlights my concern. Transparent pricing and accurate billing matter regardless of whether the homeowner or an insurance company ultimately pays the bill.
We are not claiming Paul Davis performed no work, and this review is not about the separate reconstruction balance. Our dispute is specifically about the POD/contents charges, the lack of advance cost disclosure, and whether the amounts billed are accurate and should be our responsibility.
I stand by my review.
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Our experience with Paul Davis Restoration was extremely frustrating, especially when it came to communication and billing after water damage in our basement.
We were originally billed $2,105.47 for contents handling and storage. After we disputed the charge and asked for documentation, Paul Davis reduced the balance to $1,500 and later offered to settle it for $1,300.
Our biggest issue is the POD/storage charge. Paul Davis arranged for a POD, but we were not given the rental rate, delivery and pickup fees, expected rental period, labor rate, or total anticipated cost beforehand. Their own notes state the POD was "approved" before the work authorization we were later shown was signed.
Some belongings were placed in the POD, but we later removed them and moved them to our own 10'x30' climate-controlled storage unit, which we paid for ourselves. We also paid for two dumpsters to dispose of water-damaged belongings.
The revised invoice also included 12 hours of packing/moving labor even though the crew was at our home for about 1.5 hours. We asked how those 12 labor hours were calculated but did not receive a clear breakdown. We were also charged for a padlock that was never provided.
The POD remained at our home longer in part because Paul Davis did not initially order enough carpet, which caused additional delays.
Our issue is not that no work was performed. Our issue is the lack of clear upfront pricing and the difficulty getting specific billing questions answered afterward.
Water damage is already stressful enough. Homeowners should be clearly informed of additional costs before those charges are incurred.
Based on our experience, I would not use Paul Davis Restoration again.
