Complaints

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Restoration Heroes were hired after being recommended by a pristine plumbing who likely coordinate their services and charges and i have already filed a complaint about pristine plumbing separately Restoration Heroes were hired for water mitigation after a large water leak slab leak in my house on 3/11/2022. they contacted my insurance company travelers and got my insurance company to reimburse their check but when i reviewed their charge i saw a billing for AC use in the amount of $2000 which i had never authorized. I told them that i am not paying for AC use and was told that insurance company pays. please clarify for me

  

  Business response

  08/05/2022

  We assisted Mr. ******* with his water damage starting on March 11^th. We completed our mitigation work and submitted our invoice to his insurance company, Travelers, on March 25^th. After months of back and forth negotiations directly with the carrier, his insurance company agreed to pay our invoice in full sometime end of April to mid-may (we were never given an exact date) and sent the check directly to Mr. *******. On June 1^st, the adjuster confirmed with Mr. ******* and our team in writing via email that our invoice was paid in full in the check he received , so we began requesting payment. Mr. ******* refused to pay our **** in full and demanded we offer a discount.  

   

  Mr. *******, I found out later, was confused because his adjuster issued a payment for all restoration services including testing, mitigation, and reconstruction on a single check without a statement. The total amount he was issued was less than his bills from all of his contractors (he decided to hire his own contractors to do reconstruction). Since he did not have a qualified, reliable reconstruction team working on his behalf, his insurance company paid out too little for his entire claim, so he was trying to reduce everyones **** to limit his out of pocket expenses.

   

  While I completely understand his position and frustration, Mr. ******* refused to work with experienced insurance contractors to advocate for him on his behalf. We will not discount our **** for the services we performed since the **** was negotiated directly and paid in full.

   

  Once we connected late June (he is very difficult to get ahold of), we worked through the details. I gave him some tips on how he should proceed to help his entire situation, and we received payment in full on July 12^th.

   

  This complaint was understandably filed prematurely without all the facts, out of frustration with an insurance claim. Unfortunately, this is all too common of a situation in our industry, which is why we always advise our customers to hire qualified, experienced professionals who understand how to ****************** claims. This ensures they are properly represented and minimizes any-and-all out-of-pocket expense.

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩