After getting the run around with my insurance company, I finally decided to look elsewhere and found that Doan Restoration had great reviews. During the summer of 2023 my AC was overflowing and water was streaming down the inside of my walls and adjoining rooms that caused water and mold damage to the kitchen area.
Doan started off strong. They were quick to come out for an initial estimate. Ben was friendly and knowledgeable and I felt relieved that I was going to be in great hands and not have to put up with the same BS that StateFarm put me through. Unfortunately, I was wrong about that. I did have to call them back for the follow up steps, which they did follow through with eventually. But initially when I replied with some questions to an email Hailey sent me for their initial estimates of the damage, I didn’t hear back from her on any of my emails. I called all their numbers as well, several times. And their assistants, Kateland and Miranda assured me each time, they were leaving a message for her, sending my requests to their team’s group texts… and still heard nothing for several weeks. It wasn’t until I threatened to leave that they finally got back to me. Hailey told me she wasn’t sure why, but for some reason, when anyone replies directly to her emails, they do not actually go to her. But she did not have or offer an excuse for not returning my many phone calls and messages from myself and their own team passing on my messages to her. I didn’t want to focus on that. I just wanted to get the ball going. Eventually, they got an inspector to check for asbestos and lead since my house is older. They then came back to put my items in boxes so they wouldn’t be damaged. They were supposed to come back to store them and continue on with the demolition but I was never able to get anyone to call me back for that and suspiciously soon after, no one was answering any of my calls which varied from different days and times. It’s been over a month of constant calling and emailing and even after emailing Wes, whom I believe is the owner, I have not heard anything back. So either they don’t want my business, or someone’s dropping the ball. Either way, all I asked was for them to let me know if they were overbooked so I could move on with someone else if that was their reason for not getting back to me but they still couldn’t bother to get in touch with me and it’s been about 2 months of that. The last time I spoke to their assistant, I mentioned leaving again and leaving an honest review of my experience. I guess in a way, I got lucky. Better to find out now before they leave me with a mess of a demolition on my hands without the restoration part. It’s very disappointing when you see all these other great reviews but you get the exact opposite.
And just fyi, this happened long before that ATT nationwide outage.
And I’ve noticed their website numbers have changed 3 times.
First it was: 214-651-3047 for their emergency, San Antonio and Dallas number.
Then it became: 214-480-4439 for those same locations.
And as of 3/1/24, that number is now 214-833-8635 as well as
214-380-2877
Other work numbers they gave me to call were:
480-479-2017
480-955-9872
214-267-8606
Note: To be 100% transparent, there were also a couple of lulls on my end during this process due to having become sick with COVID and deaths in the family. I also let them know upfront at their first visitation that I’d only be able to have them work on one day out of the week due to my availability since they were not available to me over the weekend.
Maybe that also played a part in it? But I guess I’ll never know. If that was going to be an issue with them, they should have better costumer service and learn to communicate with their clients.
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