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Complaint Details
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Initial Complaint
09/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We engaged CC Restoration to pack out, clean, store, and return our personal property damaged in the ******** Fire. They boxed up and removed approximately 80% of our personal property; 20% was left in the dwelling. Most removed items were relocated to another temporary living facility which we had obtained. 336 items consisting of 297 individually numbered boxes, 24 individually numbered unboxed but wrapped items, several pieces of upholstered furniture, and oriental rugs, CC took to their facilities in ****************. CC Restoration cleaned the pieces of furniture and rugs which they returned to us along with all the unboxed items. Upon inspection the rugs remained stained while the furniture was riddled with soot and ash from the fire; both still smelled of smoke. We immediately stopped any further cleaning activities by CC but due to lack of storage space, left the boxes with CC for ongoing storage. CC restoration provided us with an itemized, individually numbered inventory of the 297 items they retained in their storage vaults after returning the upholstered furniture and rugs).On 6/18/23 we arranged to pick up all our items from CC Restoration - 157 items were delivered to us. When contacted about the missing items, CC "found" another vault of our items. On 6/28/23 CC delivered to us an additional 114 items - for a total of 271 items returned to us.We conducted a thorough reconciliation of the numbers of every item returned to us against the individually numbered inventory that CC provided. Here are our findings:238 items RECEIVED that WERE ON THE INVENTORY; 22 items NOT ON THE INVENTORY were returned to us; 59 items were NOT RECEIVED that WERE ON the inventory. CC Restoration has been less than cooperative in locating the missing 59 boxes not returned to us. They now have stopped responding to our emails and phone calls. We have had no reconciliation or compensation from them for all our missing items.
Business response
10/29/2024
Thank you for expressing your concerns regarding your experience with CC Restoration. I appreciate the detailed account youve provided, and I understand how distressing this situation can be, particularly in light of the ******** Fire.
We would love to continue to work amicably to provide a resolution to your concerns and continue to offer timely responses. Please reach out to our operations manager at *************************************************************.
Thanks!Initial Complaint
12/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After the devastating ******** Fire impacted our neighborhood on December 30, 2021, we were forced to move out of our home and undertake extensive restoration and cleaning in connection with smoke and ash damage from the fire. We contracted with CC Restoration on January 19, 2022 to remove the contents of our home (Contents) (i.e., substantially all of our personal property) for off-site cleaning. The work was substantially delayed beyond what was promised, was handled extremely carelessly, resulted in significant damage to our home and property, and resulted in much of our personal property never being returned to us at all. We have tried to reach a resolution with CC Restoration over these numerous issues, but have failed to do so. CC Restoration asked us to deal with their insurance carrier regarding the damaged items. We submitted the attached letter to their insurer, which provides additional critical details regarding our complaint here. The insurance carrier provided a partial payment of $5,015 for some of the damaged items but declined to pay for anything else, explaining that much of our damage is beyond the scope of CC Restoration's insurance policy. We are continuing to ask for a full refund of the fee we paid to CC Restoration to cover the extensive damages we have incurred as a result of their careless and problematic work.Business response
01/04/2023
We understand the frustrations on behalf of the customer. We are working hard on coming to a happy conclusion for our customer. Please reference the attached document showing that there is an open investigation regarding this issue. Per the conversation with ************************* who is running the investigation, as of 1/3/2023 they are still reviewing the case at hand.Customer response
01/05/2023
Complaint: 18562935
I am rejecting this response because CC Restoration has not provided any meaningful resolution of the issue other than a vague promise that they are "investigating" it and a letter from several months ago indicating that they have notified their insurance carrier. They have made no offer to actually resolve the issues described in our complaint and letter.
Sincerely,
*******************************Business response
01/06/2023
Attached it email correspondence between *****************************, our Nation Wide Representative who took care of the damaged content issues along with agreeing correspondence from ******** regarding the damaged items. As far as the missing items and any other concerns addressed in the letter presented by ********, ************** is investigating said remaining issues. Regarding any lack of communication from us, when the claim was opened with our insurance carriers we were informed to no longer communicate regarding this with the client as they were our representative in the matter. If there is any questions regarding the status ************************* at ************** is the one handling this claim. As of 1/3/2023, when we called to check status, it was still being investigated.Customer response
01/09/2023
Complaint: 18562935
I am rejecting this response because these issues remain unresolved. We have heard nothing from ************** regarding the supposed investigation. It is not even clear why a third-party investigation is needed at this time.
Sincerely,
*******************************
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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