Complaints

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contractor has not fulfilled contract for construction of new home. There were items remaining on the punch list that he has accepted responsibility for but now will not complete and no longer responds. These include a broken basement step, a wall light fixture that was installed off center by several inches, a dishwasher that was not mounted to anything, a damaged riser on our front staircase, wrong bathroom kit installed, damage to kitchen cabinet (touch up needed).

  

  Business response

  07/26/2024

  We were there last Friday to do items most were crossed off only a few remain ...yet I have to schedule time with others just like before a set work day. As soon as we have the bathroom hardware that was changed like everything else on the project we will set up 1 more work day to handle the final items. We have went above and beyond on this job with lack of details , lack of selection availability etc.. Last communication was 6 days ago not 2 months . Last work day was 7 days ago not 2 months . it will be handled and very minor. I owe you a few items not constant chatting . I will reach out when next work day is planned . Thanks **********;

  Customer response

  07/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as the open items get completed shortly.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Restoration service was rendered on x. Prior to beginning services, an employee of the company broke a basement window. I was informed that the window would be repaired or I could receive a $300 credit to my final bill. Neither happened and I was informed that they no longer worked with contractor and that they had no obligation to repair broken window due to a signed contract about damagemind you this occurred before any work was done. I requested to speak to a manager more than a few times and received no return calls. I have several email correspondence with the lead project manager who eventually stopped replying to my request to speak to someone in corporate to replace my broken window or provide the original credit for the damage after paying my bill in full. I am disheartened that a much needed service turned into a distressing situation for me and my family.

  

  Business response

  06/19/2024

  My understanding the window was broken out during the storm and your expectation was to have it replaced during mitigation, which is impossible for us to do. Who is the manager you were trying to talk to who did you work with on this project? 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 10,2023 our bathroom flooded and we hired Restoration 1 to come to the dry out and demo of areas damaged. On Dec 14&15th the crew was finishing the dry wall removal in ********** when they cut and damaged the wires that control our garage doors. They notified us of this damage. On December 18th the crew came to pick up all their equipment and we inquired to them when we would hear from someone regarding getting our garage door opener repaired. They said they were notifying their supervisor and would get back to us. Since December 18th we have called the office of restoration 1 to inquire about them fixing the damage they caused. Calls were made on 12/18/23, 12/28/23 and 1/4/24. Each time we speak with the office manager women and she knows our name and informs us that supervisors have been notified and someone will be calling us back but nobody does.

  

  Business response

  01/09/2024

  Good Morning,

  My name is **** and I will be in charge of taking over this issue. I have spoken with the owner of the company, and we are currently working on finding an opening in our schedule so we can get there as soon as possible. If you have any questions, please call into our office and ask for ****. Once I have a confirmed date for you I will reach out to your immediately. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 2nd, Restoration 1 came to my house to perform a drying service. After their investigation into the problem, they determined it was not a plumbing problem but rather a leaking window. I was told that they would be leaving 2 dehumidifiers and 10 fans and that it would take about 2 days. At this time, i was told the cost would be "like $800" but was never shown anything in writing to confirm this.On August 4th, they came to retrieve their equipment. Before they arrived, I turned the water back on, and the rooms reflooded. They apologized and said it was clearly a plumbing issue and since they messed up in telling me it wasn't, they would leave the equipment until I had a chance to get a plumber to fix the problem. I was also told that I would not be charged for the extra time since it was due to their mistake. On August 8th, they came and picked up all their equipment and was told I owed $2,745 I told them I wasn't going to pay that since it was nowhere near the price I was led to believe I would owe.The next day, I began receiving aggressive phone calls, texts, and emails from a man named ***********************, who identified himself as the business owner. I was told by *************** that if I didn't pay him right away, I would begin receiving late fees and penalties and that he would put a lean on the house. I asked for any documentation that shows how they calculated the price they were charging me, but none was provided. A few days into the harassment they began claiming I still had some of their equipment, and if I didn't pay them, they would refer me to their lawyer for the outstanding bill and the stolen equipment. The business has made no attempt to resolve this issue in a reasonable manner. I have since done my own research and found that renting the same or similar equipment would cost $708 ($354 per day).

  

  Business response

  09/13/2023

  Please see attachment 

  Customer response

  09/14/2023

   
  Complaint: 20565084
  
  I am rejecting this response because: Many details in the response are incorrect. No attempt was made to resolve the situation. I was told by an employee named ***** that the cost would be "like $800 boss". All my requests for an itemized invoices or anything else that could explain how they calculated their total were ignored including dry log and Xactimate. Once they began accusing me of stealing their equipment, I refused all calls and only discussed matters over email so I would have documentation of all conversations. After discussing matters with my legal adviser, I was told by them that this seemed like a "shake down" and that if I paid them, the $2,745 they were trying to extort me for, then the next thing they would do is try to extort me for the made up stolen equipment. The plumber from *********************** was present when all the equipment was picked up by Restoration 1.My legal adviser also informed me that the LLC was recently filed and that they were likely playing a "shell game" where they do fraudulent business then close down and open a new LLC and run their scams all over again. After consulting with other restoration companies, including another Restoration 1 franchise, I found that the price of $2,745 was much higher than the industry standard for the services provided. I was informed that renting 2 dehumidifiers and 10 fans would cost $354 a day. I was told it would take 2-3 days to dry so if we go with the longer side of the estimate, that would be 3 days at $354 for a total $1,062, with set up and delivery maybe that comes up to $1,200. Although this is much higher than what ***** quoted, I'm willing to settle at the amount of $1,200 if it comes with a guarantee they drop the lie about stolen equipment and state in writing that the matter is resolved and no further action will be taken on their part.

  Sincerely,
  *************************

  

  Business response

  09/25/2023

  While we understand that ***************** does not want to acknowledge that we provided him with a price of **** on the night we responded before work started, and he is trying to get a discounted rate as he is not covered under insurance for this loss, we do have evidence as we keep records of everything. I am attaching the original estimate created with the price given to ***************** on 8/2 ,as well as a screenshot of when the estimate was created and uploaded into our system. I am also attaching the work Authorization signed by ***************** on 8/3 again after he was given the price and work commenced. ***************** was given ample time and opportunity to settle this with us before we took the next steps. Unfortunately with our equipment still being held by ***************** as well as the fact that we already provided him with 3 additional days of services to help him out we will not be accepting an offer of ****

  Customer response

  09/26/2023

   
  Complaint: 20565084
  
  I am rejecting this response because: Restoration 1 gave me a verbal quote of one price and then changed it after the work was finished. I was never provided a price in writing until after the job was completed. I never signed a quote or estimate saying I agree to the amount they are claiming I owe. Restoration 1 has worked in bad faith using threats of retaliation and making up bogus criminal charges to try to extort me for their inflated bill. I have included images showing the fair market price for the equipment that was rented to me. I will not allow myself to be a victim or their bait and switch scam.
  
  Sincerely,
  
  *************************

  Customer response

  10/03/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. Complaint has been resolved.

  Regards,

  *************************

  Customer response

  10/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Please see my current ****** review in the link below. I plan to update this every Saturday morning until I am satisfied. After contacting them yesterday morning, they told me they aren't going to continue work on my house until the granite is installed. They previously told me that I'd be "at the top of their list". There are lots of project that they are on contract for, and are not being completed in a timely or professional manner.https://goo.gl/maps/67X8EnK1MXtQseps6

  

  Business response

  07/06/2022

  Talked to customer today, job will be completed.

*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. ↩