Paul Davis Restoration

Bottom line up front (BLUF): this company does not communicate within itself very well or at all and has no concept of following up on customers resulting in excessive wait times and in our case, the job never even starting! Please read on for all the details:
I see this business did well for other people but I dealt with this company’s inaction and customer «no service» for the last two days! I recently had a roof leak turn up due to all the recent rain. This company was referred by my insurance company so we made arrangements for them to place a tarp and begin the drying out process.
After they heard the situation, they said they would check availability of a technician to come out and call back in 10 min. Guess what… no call. It was pretty late in the evening by that point so we let the buckets do their work overnight and decided to re address in the morning.
The next AM, we called again at about 9 am. They apologized for not calling back and said they would be out for sure would have it tarped off that same day. They said to please just let them assign a technician and they would call back.
The hours rolled by and at 3 pm I finally had to cave in and call. The man expressed that he was very sorry and this was highly unusual and we would get a call. Well the call did come, but… same story about a call back and a technician was just wrapping up and would be right over.
Fast forward 4 hours and we were done. Went to a friends house and ‘lo about 8 pm, a guy calls us and says he’s at our house and where we’re we? We explained the whole situation that had transpired over the past day and a half expressing that at this point we had no desire for him to climb up on our roof in the pitch black and attempt to find and tarp a leak by flashlight!
He said he didn’t get the order for our job until an hour before (mind you we were waiting since 9 am) and said an operations manager would contact us to straighten it all out in the morning. You know how this story ends! It is 5:45 pm the next day and no call. As said before, the root cause of this company’s problems is no feedback to the customer and no followup. First impressions are everything and this one is busted.

We lost our house in a fire. Paul Davis has the first representative on scene. We had no idea what a restoration company was, what they did or how they worked. A year afterwards though we are back in our home (our rebuilt/​restored) home! I can’t even put in to words how much we appreciate and LOVE the team at PDR in Gaithersburg. We met so many people, so many kind people. Each had a role in our disaster/​rebuild and each had a specific impact on our lives. First there was Candace and John, you guys were the ones who saw the tears, saved and restored so many of our belongings and got our emergency items finished and delivered lickity Split. John stopped our insurance guy from throwing many items in the garbage and had his crew sift through extremely fine rubble to find a ring that was a family heirloom. We found it! Candace stopped by several times just for moral support and some very reassuring and kind words that meant the world to our family. Then there was Brian, who was a little hard to get to understand, but he was sweet and patient with me, even when I was grumpy and got in his face. Carlos and Ramon, the guys I probably saw the most because they were there in the restoring, rebuilding and directing traffic. Sometimes it took IONS to get stuff done, sometimes it went faster than expected. Mostly the stops were due to permitting! When dealing with restoration companies, you have to remember, these are people doing a job that will get you back to your normal style and comfort of living. There is also Annie, she is the cutest and sweetest of them all. A tenderhearted decorator, designer/​content helper-​outer. She helped us understand how to pick our house items, like lamps and door knobs and fans and flooring. I could just squeeze them all… over and over again. I would recommend them to anyone. They brought my family’s and my life back together. Thanks guys at PRD in Gaitherburg, Md.
Steph, Chris, Misha, Rain & Sky