Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  First OnSite was hired by my insurance company to complete repairs to my home. This was an insurance claim due to water damage in the kitchen. The damage occured on July 20, 2024 and the work is still not complete. The first schedule of work happened on Oct 18 - Nov 1, 2024. On Oct 28 I flagged that a cabinet ***** was not replaced and still had damage. They returned to my home Nov 27 and 28 a second time. This ***** was still not replaced. Both of these windows of time the unit was vacated, the first my insurance company paid for me to live elsewhere as covered by my policy. The second was at my own cost and coordination. Now, they are expecting me to take a day off work to allow them to have access to my unit and take care of my dog. They are unwilling to cover accommodation for the dog, despite having two previous opportunities to complete the work without my dog in the home.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company was hired to perform water mitigation and repairs from water damage. They came one afternoon, punched holes throughout our entire house. They left all of their equipment and wouldn't return calls for months. I had to hire another contractor to complete the work and fix the repairs they were supposed to do to the house. I had to find a contact to return their equipment they left at my house for nearly a year. Now 2.5 years later they send a collection notice for $2500 for work they never did, never returned calls and left all their equipment. Avoid working with this company.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had signed an agreement with the company for work done involving water damage , however the work agreed upon was not done as contractually agreed, done improperly or not done at all. This was brought to the attention of the supervisor who agreed and assured me a revised bill would be sent , however after asking for it via emails and texts and phone calls, nothing was ever sent to me, now I am being harassed by collectors which is causing me undo stress and anxiety , even after the collections person had called I reached out again to the company supervisor of the project who reassured me a revised bill was coming, after 3 days, nothing, so I called the headquarters directly and they told me nothing could be done about it because it was already sent to collections. The company never attempted to send me a revised bill even though they said they would, to me this failure to notify and failure of their contractural duties, in my opinion is bad business practices and they should be held accountable. I

  Business response

  05/21/2024

  We are genuinely sorry to hear about your recent experience. Our team at First Onsite takes feedback very seriously and is dedicated to achieving excellence in every project we undertake. We understand the frustration that can arise from miscommunication, and we deeply regret any inconvenience this may have caused you.
  
  We would like to extend a heartfelt invitation to discuss your concerns in greater detail. We believe that through open dialogue, we can better understand your perspective and work towards a satisfactory resolution. Our goal is to ensure that we address your issues comprehensively and make things right.
  
  Please contact us at your earliest convenience to schedule a meeting. Your input is incredibly valuable to us as it helps us identify areas for improvement and enhance our services. We are committed to ensuring a positive outcome for all our clients and continuously strive to exceed expectations.
  
  Thank you for bringing this matter to our attention. We look forward to the opportunity to speak with you and resolve your concerns.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company was recommended by my HOA to look at a patch of mold in my entry way closet. The mold patch was approximately 4 inches X 6 inches.They sent an estimate to repair the mold to my HOA, but NOT to me. After they completed their work they told me that the job was not the HOA's responsibility, but mine. They state they tore out, cleaned up and hauled away 44SF of drywall and wet insulation. They state they sprayed and vacuumed and cleaned 103 SF in my hall closet They charged for 4 hours of equipment set up and takedown (one fan, plastic cover over doorway) - seems excessive.They charged for hauling debris.They charged for personal protective gear and equipment. - They were wearing jeans and polo shirts.What they did in reality was to cut two 2'X 3' holes in the drywall = 12 SF.They said the mold was caused by humidity and something damp inside my closet and not due to water intrusion from the exterior. If that's the case - why are they hauling away "wet drywall and insulation" to the tune of 44 SF? How did the drywall and insulation become wet? And where did the extra 32 SF of material come from? This whole estimate seems overstated for the complexity and actual work that was performed.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had hundreds of issues with ***** Restoration now known as First Onsite (I believe) - specifically *********************** *************************************** and ******************* ************************************** dating back to April 2020. It all started with them damaging my home and having to visit and make repairs on over 20 occasions. More specifically regarding this particular complaint - there was multiple subsequent work on the cabinets well after the "certificate of completion" which occured in 2021 less than 2 years ago (I have pictures and emails attached) - as there has been many issues and choppy workmanship that we experienced, which is well documented that probably required and still may require further investigation. *********************** *************************************** and ******************* ************************************* has been rude, non-compliant, and fraudulent in their actions (again, documented and I have hundreds of emails). I prefer my cabinets are repaired or provide $1,000 compensation paid out to me to have them repaired and for more of my time. I prefer not to take legal action.

  Business response

  02/22/2023

  We are in receipt of the Complaint ************************* submitted to the Better Business Bureau (BBB) and, as a result thereof, First Onsite has conducted an internal investigation focusing on the issues raised in the Complaint and has concluded the following:

  (1) In or about April 2020, ***** Restoration, which has since been acquired by First Onsite Property Restoration (First Onsite), was hired by ************** to perform certain restoration work at his property.

  (2) Before beginning the work, ************** entered into a contract with First Onsite whereby First Onsite agreed to perform certain warranty work, should an issue arise within two years of the Completion Date (a term defined by the contract). First Onsite performed the work and ************** signed a Certificate of Completion on July 22, 2020, stating that the work had been satisfactorily completed. Therefore, the Completion Date was July 22, 2020.

  (3) After signing the Certificate of Completion, at the behest of **************, First Onsite revisited the property several times to make repairs, even though the repairs concerned damages that *** not have been caused by First Onsite. Nonetheless, First Onsite performed the work at no cost to **************, even though the work was likely worth thousands of dollars and unrelated to First Onsites warranty. First Onsite performed the work to ensure high-quality service for its customer.

  (4) Nearly two and a half years after ************** signed the Certificate of Completion stating that the work was satisfactorily completed (and approximately seven months after the warranty expired), ************** continued to demand First Onsite return to the property to perform additional work. ************** asserts that, despite the work having been performed in May 2020, First Onsite has a continuing obligation in 2023 to return to his home and make repairs that are very likely unrelated to the work First Onsite performed.

  (5) The Complaint demands First Onsite return to the property (yet again) to perform additional work or pay ************** $1,000 to refund costs ************** contends he incurred for improperly performed work and his lost time.

  (6) Because (A) **************** warranty period has expired, (B) First Onsite does not believe the alleged damages are related to its work, and (C) ************** has been aggressive and hostile toward First Onsite employees, First Onsite will not return to **************** property to perform additional work. Further, because the alleged issues with workmanship fall outside of the warranty period by approximately seven months, First Onsite will not extend any monetary refund.

  
  First Onsite admits no wrongdoing and will not extend any monetary or equitable refund. Please do not hesitate to contact the undersigned should you have any questions or require additional information, including documentation of the facts stated herein.

  
  Very truly yours,

  
  First Onsite Property Restoration

  
  By: /s/ **********************, Esq. ****************************** Esq.

  Regional Corporate Counsel

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

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

  Customer response

  02/23/2023

   
  Complaint: 19399192
  
  I am rejecting this response because:

  Fraud, fraud, fraud!

  At this point, reimburse me to find a suitable contractor. I preferred not to seek legal action but it looks like that is what it *** come to as you all are attempting to commit fraud, lie, and defame my character.
  (1) In or about April 2020, ***** Restoration, which has since been acquired by First Onsite Property Restoration (First Onsite), was hired by ************** to perform certain restoration work at his property.
  Contracted through my property insurance provider, not chosen by me.
  (2) Before beginning the work, ************** entered into a contract with First Onsite whereby First Onsite agreed to perform certain warranty work,should an issue arise within two years of the Completion Date (a term defined by the contract). First Onsite performed the work and ************** signed a Certificate of Completion on July 22, 2020, stating that the work had been satisfactorily completed. Therefore, the Completion Date was July 22, 2020.
  Fraud occurring - Initial work was completed at the aforementioned date.  HOWEVER, poor workmanship and many issues occurred AFTER this date resulting in additional work and repairs being initiated as late as the year of 2021, which is detailed in hundreds of emails and texts that I have between myself and First Onsite, therefore, extending the warranty date of workmanship. All repairs and damages were caused by First Onsite and their contractors including Empire today for flooring issues and damage to my home.
  (3) After signing the Certificate of Completion, at the behest of **************, First Onsite revisited the property several times to make repairs,even though the repairs concerned damages that *** not have been caused by First Onsite. Nonetheless, First Onsite performed the work at no cost to *************, even though the work was likely worth thousands of dollars and unrelated to First Onsites warranty. First Onsite performed the work to ensure high-quality service for its customer.
  Fraud occurring - Initial work was completed at the aforementioned date.  HOWEVER, poor workmanship and many issues occurred AFTER this date resulting in additional work and repairs being initiated as late as the year of 2021, which is detailed in hundreds of emails and texts that I have between myself and First Onsite, therefore, extending the warranty date of workmanship. All repairs and damages were caused by First Onsite and their contractors including Empire today for flooring issues and damage to my home.
  (4) Nearly two and a half years after ************** signed the Certificate of Completion stating that the work was satisfactorily completed (and approximately seven months after the warranty expired), ************** continued to demand First Onsite return to the property to perform additional work. ************** asserts that, despite the work having been performed in May 2020, First Onsite has a continuing obligation in 2023 to return to his home and make repairs that are very likely unrelated to the work First Onsite performed.
  Fraud occurring - Initial work was completed at the aforementioned date.  HOWEVER, poor workmanship and many issues occurred AFTER this date resulting in additional work and repairs being initiated as late as the year of 2021, which is detailed in hundreds of emails and texts that I have between myself and First Onsite, therefore, extending the warranty date of workmanship. All repairs and damages were caused by First Onsite and their contractors including Empire today for flooring issues and damage to my home.
  First Onsite spent months trying to repair cabinets well into 2021.
  (5) The Complaint demands First Onsite return to the property (yet again) to perform additional work or pay ************** $1,000 to refund costs ************* contends he incurred for improperly performed work and his lost time.
  Fraud occurring - Initial work was completed at the aforementioned date.  HOWEVER, poor workmanship and many issues occurred AFTER this date resulting in additional work and repairs being initiated as late as the year of 2021, which is detailed in hundreds of emails and texts that I have between myself and First Onsite, therefore, extending the warranty date of workmanship. All repairs and damages were caused by First Onsite and their contractors including Empire today for flooring issues and damage to my home.
  (6) Because (A) **************** warranty period has expired, (B) First Onsite does not believe the alleged damages are related to its work, and (C)************** has been aggressive and hostile toward First Onsite employees, First Onsite will not return to **************** property to perform additional work.Further, because the alleged issues with workmanship fall outside of the warranty period by approximately seven months, First Onsite will not extend any monetary refund.
  Warranty period has yet to expire as you all were out to my home in 2021 to fix issues that YOU caused. You all replaced and poorly installed the cabinetry in question, so yes you are responsible to fix as it is in warranty or reimburse me to seek alternative contractor for repair.
  In regards to aggression and hostile, I have been nothing but calm,patient, and respectful over the 3 years of issues which is detailed in emails and text, with you all even acknowledging how you dont understand that I have remained so calm.
  Again:
  Fraud occurring - Initial work was completed at the aforementioned date.  HOWEVER, poor workmanship and many issues occurred AFTER this date resulting in additional work and repairs being initiated as late as the year of 2021, which is detailed in hundreds of emails and texts that I have between myself and First Onsite, therefore, extending the warranty date of workmanship. All repairs and damages were caused by First Onsite and their contractors including Empire today for flooring issues and damage to my home.
  
  
  First Onsite admits no wrongdoing and will not extend any monetary or equitable refund. Please do not hesitate to contact the undersigned should you have any questions or require additional information, including documentation of the facts stated herein.
  
  At this point, reimburse me to find a suitable contractor. I preferred not to seek legal action but it looks like that is what it *** come to as you all are attempting to commit fraud, lie, and defame my character.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First On Site was sent to my home by ******************** to remidigate my home. A water pipe burst in my bathroom. The man and woman from First On Site sratched my brand new refrigerator and stove. They refuse to replace the appliances. ****** offered me $500.00 for a $2,000.00 refridgerator and $1,400.00 stove. He said he has a picture of them covered. I was working at home. They were not covered most of the time even though I asked them to keep them covered and c don't scratch them. I have pictures of them not covered with their machines right next to them. The girl used the * word every other word. Very unresponsive company. ****** would only take one picture of one scratch. He said I told them to cover them. He saw all the scratches.

  Business response

  05/02/2022

  Our position remains that we did not cause any damage to the clients property and our initial offer of $500.00 was made in good faith in an effort to resolve the matter. Unfortunately, the client declined this offer but agreed to have a third-party appliance repair person assess the cost to repair her property.  As of the date of this response, said inspection/assessment is scheduled but has not occurred.  We hope to expeditiously resolve the matter directly with the client and will update the BBB as required by its policy.
  
  Additionally, we opened an internal investigation into the other allegations contained in this complaint. We seek to ensure a customer focused business, and desire to hold our teammates to the highest level of courtesy and professionalism.

   

  Thank you, 

  FIRST ONSITE Property Restoration

*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. ↩