Paul Davis Restoration of OrlandoFire Damage Restoration in Orlando, FL

This is my second claim with PDR in two years where Allie has been phenomenal in assisting with my claims. She makes sure that I stay informed of the process and doesn’t miss a beat. I love that she’s compassionate, very flexible and understanding when it comes to dealing with my family and my small children busy schedules and how overwhelming this process is. We love how she takes a time to explain every aspect and and what expect. We feel very lucky to have had her help while dealing with a new water loss. 10/10 recommend her & Paul Davis.

At first they seemed extremely professional and prompt. We were very hopeful to be near the end of some water damage that caused our family a lot of time and issues prior. The job was through an insurance claim. It was to replace the laminate flooring and baseboards. They wanted $25K for this, on a small 1400sq ft house. I wanted flooring that would not be subject to water damage again. The insurance agreed I could apply the funds toward different flooring. I was on the phone with our adjustor and their rep, Dean and we detailed it out. I get an estimate for $10K for the change order. We talk it out and he tells me it will be to fix the baseboard caulk lines etc. After I let him know I would be ok touching that up myself, I get a modified invoice for $3K removing the baseboard and trim. This was over the holidays. I sent him a summary text to confirm I understood everything. All seemed great. I would have enough money credited to pay for the flooring of my choice and since we opted in to the insurance preferred contractor, insurance covers housing. AMAZING! No. This was over the holiday break and we packed and planned to be out of the house. Then after their estimator came out to do a final walk through it was discovered it would be an extra $10K out of our pocket. I sent them copies of the screenshots etc. I understand mistakes happen. But I did everything I could to reduce the confusion. They never even apologized for their staff lack of communication. They had zero empathy that their "miscommunication" caused our family time, confusion, and stress (not being able to use the lodging program from insurance, having to scramble to make new arrangements). One of the last conversations I had with them was Dean telling me I was "leaving money on the table" by taking the insurance check instead of using them. I don't understand how after they wanted to gauge our insurance company and us personally on top of it. After not going with them, I was able to get the entire job for under $10K, instead of the $35K they wanted. I have my dream floors and more.

Paul Davis Restoration Scheduling Review: I am sharing my experience with Paul Davis Restoration regarding a water damage and possible mold-related issue at my home in Clermont, Florida. My intent is not to attack the company personally, but to make other customers aware of what happened so they can be prepared when scheduling urgent restoration services. On May 12, 2026, I contacted Paul Davis Restoration and explained the water damage situation at my home. The representative I spoke with was polite and professional. Before scheduling, she explained that because I live in Clermont, there had been an internal discussion and, due to distance, the job would need to be assigned to another Paul Davis Restoration location. I had no issue with that and was told the other location would call me to schedule. On May 13, 2026, the other Paul Davis Restoration location contacted me. I again explained the full water damage situation and also sent them the mold inspection report ahead of time so the person coming out would be prepared and understand what they were dealing with before arrival. An appointment was scheduled for May 14, 2026, between 10:00 a.m. and 12:00 p.m. I was told the estimate would take approximately 30 to 60 minutes. I had no problem with that, as long as the inspection was thorough and done correctly. I was even reassured with words to the effect of, “Don’t worry, we got you.” Because this appointment was time-sensitive, I canceled and rescheduled a Veterans Hospital appointment so I could be home for the inspection. I needed this estimate completed as soon as possible because water damage and possible mold concerns should not be delayed. On the morning of the scheduled appointment, around 8:10 a.m., I received a call from the person who was supposed to inspect my home. He informed me that they had another meeting and decided to send the job back to the original Paul Davis Restoration location I had contacted because of the distance. As a result, my appointment was canceled that same morning, and I was told to wait for the original location to call me back and schedule another appointment. This was extremely frustrating and concerning. By that point, I had explained the situation multiple times, sent documentation, rearranged a medical appointment, and made myself available for a confirmed inspection. Instead of someone coming out as scheduled, the appointment was canceled because of internal confusion over which Paul Davis Restoration location should handle Clermont. What makes this more concerning is that Clermont, Florida appears to be listed as part of the service area. If Clermont is within the service area, customers should not be bounced back and forth after an appointment has already been confirmed. Whether the locations are connected, affiliated, or sister locations, that should be handled internally without inconveniencing the customer. I also understand that companies often respond to reviews by saying they take customer concerns seriously and want the opportunity to discuss the issue. While that sounds professional, my concern is that the opportunity to fix this should have happened before canceling my appointment the morning of the inspection. To be clear, everyone I spoke with was polite. My concern is not with their tone. My concern is with the organization, communication, and handling of a customer dealing with urgent water damage and possible mold remediation. For anyone in Clermont, FL, or nearby areas, I would recommend confirming in advance which Paul Davis Restoration location is actually responsible for your appointment and whether there is any chance your appointment could be reassigned or canceled due to distance. “Water damage does not wait for meetings, internal confusion, or a company deciding which location feels like making the drive. When a customer is dealing with possible mold and property damage, the priority should be urgency, communication, and follow-through — not passing the customer back and forth after the appointment has already been made."