Stratton Restoration

Our insurance company recommended them after we had water damage. The remediation part was excellent, they were great on phone and came out that same night. Immediately started the drying process and determining extent of damage. The two guys that came to do that were excellent.
Sadly, that was the end of the pleasant experience. Unfortunately, we got Chris Langen as our estimator and he was extremely incompetent. He came out on Tuesday, told us he would have the estimate to us and the insurance that evening. Wednesday came and we call the insurance adjustor and they had not received anything (nor had we). Never heard a word from Chris about any delay or letting us know it was taking longer, nothing. Called him and finally got him to do what he said he was going to do day before.
It only gets worse. They own the carpet company they use and they are way overpriced. Plus they don’t tell you the cost of carpet you can select at what cost per sq ft so if you choose higher it is at your cost. The people in the carpet store don’t know sq ft prices and are extremely unfriendly and have zero customer service skills.
They wanted us to sign a document saying the insurance would be paid directly to them before the work was even done. Having no recourse. We asked them to revise that and Chris was suppose to get back to us on Thursday yet once again he failed to call back. Then we call on Friday, since we haven’t heard from him and he is out for the day — never bothered to call and say that or set any expectations.
So another weekend goes by with nothing from Chris.
Monday we call and he is in the field, states he will get back to us later that day. We advised him we were doing the carpets and painting on our own, only need them to complete repairs and again need revised estimate. Again, will get it to us by end of day. Of course, no call, no email, no nothing.
Call Tuesday, nope — he is out in field again (which I understand but still has not once returned a call in timely manner or when he promised. Not once.).
So here is the best part. This guy then has the nerve to … finally … call back and say because we asked him to do his job and called him when he didn’t call back he is refusing to do anymore work. Like WTF? Are you kidding me?
Luckily, we had already been making calls most of the day to get the work done anyhow because we had lost all faith in Chris to do his job. His production manager is just as bad as he is.
As a matter of fact, the drywall guy is already here — 2 hours after I called him. Take that Chris.
Read the other reviews — almost all say started off good and ended badly. This is the companies M.O.
The guys doing the labor are good — it is the management and office people that need to be replaced.
DO NOT USE THIS COMPANY WHATEVER YOU DO. You will regret it.

Stratton Restoration started out very strong, but finished the job incredibly weak. Shane assessed the damage and started the ball rolling with excellent customer service and was highly professional. Casey, our project manager, started the job enthusiastically and professionally, but that level of customer care fell off dramatically after learning we had submitted a 5 star review. Jerome, Stratton’s drywall specialist was excellent throughout his time on our job. He is an artist when it comes to mudding and finishing the job. His repair of our walls was seamless and undetectable. Stratton subs-​out their tile work and the company they use is incompetent. They installed chipped tile, left gaps, and their employees were incredibly unprofessional. When the issue came about, Casey assured me he would get another company to finish the job correctly. Then, Casey said they’d be using the same company, but that he would be directly supervising the job. Casey failed to supervise and the tile guys were a no-​show on Monday and when they arrived to complete the job, chipped three more tiles and left, leaving two of the tiles unchanged. They also damaged the cabinet in the bathroom, damaged our bedroom wall that will require putty and paint, and marred the bathroom walls. Casey said he’d be by at the end of the day to reinstall our toilet, after the tile job was completed. Casey was a no-​show and didn’t bother to call or return our calls after we left two messages. We waited for hours and finally decided to run the errands we had put off while waiting for Casey. The following day Casey showed up to install our toilet and when confronted about his not showing up, remarked, «Well, I’m here now.» No apology for putting us out, for no-​showing, and for not calling. We will be letting The Hartford know of what transpired throughout the job and that maybe, just maybe, Stratton Restoration doesn’t deserve their «preferred» status with them.

Job hasn’t even begun and already issues. Hired by landlord, so I did not have a choice. Committed to a time for job to begin and I was at home to meet them, they did not show. Called contact after they were half hour late, and spoke to him. Pushed responsibility off to another person (no ownership) who was suppose to call me and I was told would get right back to me. More then an hour later finally got a call and told not starting for multiple hours. NO professionalism, complete lack of integrity and not a company I would do business with again.

Worst customer service EVER! Refusing to contact me after I was sent a bill for $ 2000 six months after work was complete, which was done poorly by the way with broken tiles and an entertainment center, both of which they tried to cover up to myself and the supervisor. While the bill was given six months later, they refused to let me make payments without interest and only would contact me via email. They told me there isn’t anything worth discussing and they refused to call me.
We were recommended the company by our insurance and the insurance has thus been contacted and advised to no longer recommend the company in the future.
If you have a choice, GO WITH SOMEONE ELSE!

Stratton Restoration update our flooring, crown molding and paint. They made our ten year old home look new everything they did was on time and on budget with the highest quality. It was a pleasure doing business with them.
Alan

I was very impressed with the professionalism of the staff, at first. They were always friendly but Stratton did not complete the job they were paid to do with the integrity and attention to detail that one would expect. They lost many items, handled the itemization of items terribly and many items had to be sent back to be cleaned again. VERY disappointing experience.