Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We engaged Master Restoration 09/28/2024 to remediate our home after Hurricane ****** flooded our house. We were desperate to get the job done quickly to prevent mold and had no idea what these services cost. We were quoted a shocking price of $32, 200 but was assured by **** that the price was the going rate. We have since learned that all of our neighbors paid far less (about half) for far more work to be done than we had done.. We feel that we were gouged due to the emergency caused by the hurricane.We decided that we didn't need or want our master bathroom vanities removed, nor our kitchen cabinets.. That left only a guest room vanity, a laundry room vanity and interior doors to be removed. We also wanted only 2 feet cut out from the walls. Master did such a sloppy job that they destroyed our toilet, our bathroom mirror, our wood floors in our 3 bedrooms, and the molding around our door going to the garage. They neglected to remove one interior door and the laundry room vanity despite numerous requests to do so. They also did nothing in our garage as far as sanitizing it. Dealing with them was a nightmare. They wouldn't show up when they promised they would and they showed up when we were not expecting them. They tried taking fans out to bring them to other jobs they had when they were needed at our house. The work was totally unsupervised and done by crews in which no one spoke English. Due to the damages, I don't think these workers knew what they were doing and were certainly not instructed to be careful to not damage things. They emptied contents of a closet and threw everything into a pile on the wet floor and everything in the pile got moldy. Our expensive wood floors were scratched and gouged and left with a pile of moldy clothing on top. Our neighbors ( I have spoken with many) paid half or less than half what we paid and they had floors removed, kitchens cabinets and multiple vanities removed, walls cut out to 4 feet, and debris removal.

  

  Business response

  01/06/2025

  We appreciate the opportunity to address the concerns raised by our client regarding the services provided by Master Restoration during the aftermath of Hurricane ******. We take all feedback seriously and strive to maintain the highest standards of service and professionalism.
  
  1. Pricing and Services: The price quoted for our services was based on the standard rates for emergency water restoration during a hurricane.Prices can vary significantly depending on the extent of damage and specific requirements of each job. Upon clients request we provided a detailed estimate using insurance standard software we also offered to adjust the estimate if any items were not completed. To date, we have not received any highlighted items on our scope from the client for further discount consideration. 
  
  2. Communication and Supervision: We apologize if there were any instances where our team did not arrive as expected. During emergency situations, scheduling can be challenging, but we strive to communicate effectively with our clients.
  
  3. Damage and Cleanup: The closet contents, the toilet, and other concerns mentioned were already discounted from our final bill during a management walkthrough, along with discounts for the clients specific requests not to remove kitchen cabinets or master bathroom vanities. This discount was agreed upon happily at the time. 
  We communicated from the beginning that the glued-down wood floor removal was necessary due to flood damage; however, it is not a service we provide and it was never billed for. The client has since had the flooring removed by another company. 
  
  4. Insurance and Reimbursement: We highly recommend that the client provides our receipt to their insurance carrier to ensure they are reimbursed for the services rendered. It is important to submit all relevant documentation to the insurance company for proper processing. The client has stated that they threw our documentation in the trash and refused to send our receipt of work to the insurance for reimbursement.
  
  We believe that the services provided were in line with industry pricing and the agreed-upon contract. We have made efforts to address the clients concerns through discounts and communication. If there are any specific items the client feels were not completed from our contracted work, we are open to reviewing and addressing them accordingly. However, it is not appropriate to request additional discounts based on comparisons with neighbors pricing, as each project has unique requirements and circumstances.
  
  Thank you for your attention to this matter.
  Sincerely,

  Master Restoration 

  Customer response

  01/07/2025

   
  Complaint: 22751980
  
  I am rejecting this response because:

  1. Pricing and Services: Master claims to rely on a standard, without providing any proof to support their pricing.  In our neighborhood many homes flooded with Hurricane ******.  In *************** ****** homes flooded.  Shortly after the flood we were forced to act quickly in order to preserve and protect our home from mold which isn't a covered item by either flood insurance or homeowners insurance.  I'm 76 and my wife is 73 and we were heavily stressed to act quickly.  Master Restoration gave us a quote based on $14.00 per square feet of living area for our home or $32,200 total.  We were assured by Master that the $14 per square foot was customary. We didn't have time to shop around because we had evacuated and got back home a few days later. Our goal was to prevent mold and Master Renovation seemed to be capable of performing the task for us.

  We have lived in our neighborhood for 26 years and know nearly all of our neighbors.  Not one neighbor spent more than $7.50 to $9.00 per square foot for sheetrock, kitchen, bathroom vanities, wood floor and debris removal. Most everyone had kitchens and multiple bathroom vanities removed along with the removal of 4 feet of sheetrock. Many had wood floors removed as well, all for the price of $7.50-$9.00 per square foot. For us,  Master removed one bathroom vanity plus 2 feet of sheetrock (as opposed to the standard 4 feet). They did far less work for us than what other companies did for our neighbors at a far lower price. Our 48 page **** direct flood adjuster report allowed about $12,500 total for flood remediation.  Master Restoration was confronted by us over pricing and did reduce the $32,200 price down to $28,200, because they didn't remove our kitchen and master bathroom lower cabinets valued by Master at $1,250 per room.  In addition, Master allowed another $1,250 as a veteran discount and another $250 for destroying our second bathroom toilet.  At this time we had not yet noticed the damage to our wood floors. Had  we noticed, we would have asked for compensation then as well.  Total reductions from Master have been $4,000 for a total paid by us in the amount of $28,200.  Values given by Master Renovation are purely arbitrary and represent price gouging to elderly people following a natural disaster.  Master Renovations pricing isn't consistent with what our neighbors paid or what **** sets as a standard.  

  2.  Communication and Supervision: Workers  failed show up for scheduled meetings, phone calls went unanswered, and items that weren't finished by Master went unfinished.  We called numerous times to have debris removed and finally after over a month's time, we hired another debris removal company to remove the debris at a cost to us of $1600.  Our laundry room vanity as well as one of our doors were not removed despite numerous request to do so.  Except for the initial sales pitch, communication with Master was one of failed meetings appointments, failed promised telephone calls and workers that appeared and didn't know what their scope of work assignment was.  The work was largely unsupervised which is obvious from the damages done to the toilet and the expensive wood floors. The first crew that appeared left without doing anything to remove sheetrock and I was informed by Master that crew was fired.  

  3.  Damage and Cleanup:  The initial sales pitch promised us a rolloff dumpster, but that dumpster didn't arrive for about a month.  We were moving damaged flooded and soaking wet personal belongings and other items to a pile in our garage, because our front yard was totally full.  We made at least two requests for help moving our damaged items out of our garage and into a dumpster.  Finally a dumpster was provided.  Several days later and after repeated begging, a crew arrived and removed the damaged items from our garage and placed in the dumpster.  The dumpster that finally arrived was removed full of debris and it never returned.  Repeated calls to Master to remove the debris from our yard went unanswered for well over a month and caused us to resort to hiring a debris removal company.  The initial sales pitch for a dumpster promised a dumpster from day one not over a month into the remediation.  Cost for private company removal of debris that should have been placed in a dumpster from day one, $1,600.  The sales pitch also promised that clean up of the garage would be included.  Nothing was done to clean the garage.

  Engineered wood flooring:  Master clearly knew we didn't want our engineered wood floor to be removed.  As Master states, removing the wood floor wasn't part of the scope of work to be provided by Master.   Master clearly knew we wanted to preserve the engineered and water resistant wood floor.  Our **** flood insurance adjuster told us the wood floors appeared to be undamaged and could be cleaned up and kept.  The engineered wood floors were glued down and didn't have any visible damage from being flooded.  During the remediation process Master proceeded to drag heaving bookcases and other furniture across the engineered wood floor making the floor unusable.  There were very heavy gouges through the finished surface in each and every room.  The cost to replace our engineered wood floor is estimated at $7,000 for 700 square feet, plus the $1,500 to have the wood floor removed for a total damage loss of $8,500.  Master Restoration is fully responsible for damage to our engineered wood floor they knew we wanted to save.

  4.  Insurance and Reimbursement:  ************************* adjuster from Pilot, told me a copy of Master Renovation's invoice/estimate wasn't needed.  I was told **** allows for flood remediation based on **** values and not the values of a third party cleanup company.  We were awarded $12,500 mol.  The end value for flood remediation cleanup allowed by **** was approximately $5.60 per square foot or $12,500 for the entire remediation and is consistent with what our neighbors paid for their flood remediation.  **** doesn't reimburse for our expenses based on what we are charged.  **** pays claims based on their values and depreciated values.  Master Restoration needs to move past their line item estimate, claims and unsupported industry values and focus on the damage they caused, promises not kept, and price gouging and reimburse us accordingly. As for the claim we trashed Master Renovations final report they claimed was a **** report, I threw away pages of endless photos taken of our home interior.  Those photo pages weren't needed by me and were nothing more than fluff to make a lackluster and unnecessary report appear professional.  I saved all relevant pages with wording and still have them.  I didn't need to save endless pages of photos of which I already have plenty.  Furthermore, Master told me I would receive their so called "**** Report" within 30 days of paying the final invoice.  I told Master Renovation, I wasn't going to pay the final invoice until I received the **** Report that I thought we were required to have.  Master managed to rush the report over to me and collected the final $8,000.  The initial sales pitch pressed we needed a **** report to submit to ****, but that isn't apparently the case and now Master Renovation claims not to have used the words"**** Repor"t or "**** Package".  We were very stressed by hurricane flooding and pressed to perform mold remediation.  A **** report or **** package sounded like what we needed to have.  The entire process was oversold and abusive. 

  Final comments:

  Master believes their services reflect standard industry pricing, however they haven't provided any reference to a regional book of standards similar to what contractors, insurance industry or the mechanic working on your car must follow.  **** Direct flood insurance has allowed us approximately $5.60 per square foot or $12,500.  According to ******* List **************** the average cost of water damage restoration (2025 data) is between $3 and $7.50 and not the $12.63 we were charged.  ******* List estimate falls within what we were awarded by **** direct and also what our interviewed neighbors have paid.  

  Master Restoration needs to reimburse us for the damage they caused and services not provided.  In addition, Master Restoration should never have taken advantage of Hurricane ******** victims and the elderly and should reimburse us for the amount that we were overcharged.

  Sincerely,

  
  **** And ******* *******

  

  Business response

  01/10/2025

  Thank you for providing the detailed response. We appreciate the opportunity to address concerns further and clarify the points raised.

  1. Pricing and Services: Our pricing is based on industry-standard rates for emergency water restoration during catastrophic events, using the Xactimate software, which is widely accepted by both contractors and insurance companies. This software ensures fair and consistent pricing. The $14 per square foot rate reflects the urgency, scope, and complexity of the work required during such events, including labor, materials, equipment, and debris removal. Comparing our rates to those of neighbors or average rates on platforms like ******* List does not account for the unique circumstances and challenges of disaster response, especially during one of such a large-scale.
  

  2. Communication and Supervision: We apologize for any communication lapses. During emergency situations, our teams work under extreme pressure, which can sometimes lead to unforeseen delays. We strive to improve our communication and supervision continuously.
  

  3. Damage and Cleanup: Regarding the glued down wood flooring, it is highly recommended to remove flooring that has been exposed to floodwaters. However, during the catastrophic event, our company was unable to provide the service to pull the glued-down wood flooring. This was communicated, never billed for, and it was understood that this would be a separate service the client would need to contract. If the client has photos showing the bottom side of the flooring was untouched by floodwater and did not absorb any water we would be glad to review them.
  

  4. Insurance and Reimbursement: We have recommended submitting our detailed invoice and documentation to the clients insurance company to ensure proper reimbursement. ****'s reimbursement rates from the field adjusters initial walkthrough may differ from actual costs incurred, and it is essential to provide all relevant documentation for accurate processing. We are here to assist in this process if needed.
  

  5. Fairness and Consistency: We are committed to being fair and consistent in our pricing and services. We have offered a discount if the client can highlight any items on our detailed scope of work that were not performed. To date, we have not received any such highlighted items from the client. We cannot offer a discount based on what a neighbor paid, as each project has unique requirements and circumstances. We hope all parties understand the fairness of this approach.
  

  We believe our services were provided in line with industry standards and the agreed-upon contract. We addressed all concerns promptly during the project, and the final payment was made with the understanding that the work was completed to satisfaction. We are committed to resolving any outstanding issues and ensuring satisfaction.
  

  Sincerely,

  Master Restoration 

  Customer response

  01/13/2025

   
  Complaint: 22751980
  
  I am rejecting this response because:

  I will respond to each paragraph:

  1. Pricing and Services: Our pricing is based on industry-standard rates for emergency water restoration during catastrophic events, using the Xactimate software, which is widely accepted by both contractors and insurance companies. This software ensures fair and consistent pricing. The $14 per square foot rate reflects the urgency, scope, and complexity of the work required during such events, including labor, materials, equipment, and debris removal. Comparing our rates to those of neighbors or average rates on platforms like ******* List does not account for the unique circumstances and challenges of disaster response, especially during one of such a large-scale

  **** and ******* ********* Response: 

  Show us the pricing in the Xactimate software.  Where can we check this?  You say it is widely accepted by by both contractors and insurance companies yet not one of my neighbors who hired other companies paid even close to what we paid. What software are these contractors using?

  Furthermore, our insurance company obviously thinks you should have charged us $12,000.  You say these standards ensure fair and consistent pricing yet where is the fairness or consistency when our neighbors paid far less for far more work?  That's neither fair nor consistent across the remediation industry. What you are saying holds no water.  How is our situation so unique that it shouldn't be compared to our neighbors?  We all went through the same hurricane at the same time.  The fact that there was a  large scale of damages in the area does not give you the right to price *****.  You are a remediation company.  This is what you do.  You respond to large scale disasters.  You can't price ***** because there are so many desperate people.  It is illegal.

  2. Communication and Supervision: We apologize for any communication lapses. During emergency situations, our teams work under extreme pressure,which can sometimes lead to unforeseen delays. We strive to improve our communication and supervision continuously.

  **** and ******* ********* Response:

  You strive to do better?  Baloney!  There was almost zero communication and zero supervision.  Your business is dealing with disasters!  You need to be prepared for them. We saw no evidence of your company striving for communication and supervision.  Those are just words.

  3. Damage and Cleanup: Regarding the glued down wood flooring, it is highly recommended to remove flooring that has been exposed to floodwaters. However, during the catastrophic event, our company was unable to provide the service to pull the glued-down wood flooring.This was communicated, never billed for, and it was understood that this would be a separate service the client would need to contract. If the client has photos showing the bottom side of the flooring was untouched by floodwater and did not absorb any water we would be glad to review them.

  **** and ******* ********* Response:

  We never asked you to remove our wood floors.  We specifically, emphatically and repeatedly told you we wanted to save our floors.  Obviously this was not communicated to the Spanish speaking, unsupervised crew that tore apart our house, damaging the wood floors and the toilet. Where was the supervision and communication?  Furthermore, you said tearing out the floors was never billed for.  Why did all of our neighbors who had their floors torn out  pay less for the remediation work on their homes? Obviously our bill for $28,200 was inflated.

  Also, who are you to tell us we need to have you review photos of our floor after it was torn out?  The flooring is gone and it showed no mold.  It just showed scratches and gouges on the top that your crew did.  The fact is, we repeatedly, emphatically and specifically told you we wanted to save our wood floors.  Our decision about our flooring was up to us and it was none of your business until your crews wrecked it,  Now it should be your business to pay for the damages.  It is costly for you to not supervise your crew and/or communicate to them what the customer wants.

  4. Insurance and Reimbursement: We have recommended submitting our detailed invoice and documentation to the clients insurance company to ensure proper reimbursement. ****'s reimbursement rates from the field adjusters initial walkthrough may differ from actual costs incurred, and it is essential to provide all relevant documentation for accurate processing. We are here to assist in this process if needed.

  **** and ******* ********* Response:

  Your invoice was not detailed.  We were told not to send it to the insurance company and the insurance company never asked for it.  We don't tell them what to pay.  **** pays what they want to pay. What they paid us is in line with what our neighbors paid for remediation.  Are you saying that you did more work for us then these other companies did for our neighbors?  You actually did far less.  If I told the insurance company what you did, they probably would reimburse me even less.

  5. Fairness and Consistency: We are committed to being fair and consistent in our pricing and services. We have offered a discount if the client can highlight any items on our detailed scope of work that were not performed. To date, we have not received any such highlighted items from the client. We cannot offer a discount based on what a neighbor paid, as each project has unique requirements and circumstances. We hope all parties understand the fairness of this approach

  **** and ******* ********* Response:  

  You have not offered a discount and frankly we are tired of communicating with you.  We have told you repeatedly in our communications the areas where your company did not perform the job.  ****************** are falling on deaf ears.  I have attached your invoice highlighted like you want.  It is not a detailed list since what your company did was pretty simple compared to what our neighbor's companies did for them at a far lower price. The things not performed for the umpteenth time are these:

     1.  No mitigation or sanitization of the garage

     2.  We had 2 feet of sheetrock cut out, not 4 feet. (Not sure if there is a price difference for this)

     3 . Didn't remove laundry room vanity despite repeated requests to do so.

     4. Didn't remove a pocket door despite many requests to do so.

     5.  Didn't haul away debris.  We waited more than 30 days after Master Renovation left and the county didn't pick up the debris.  We repeatedly              called Master Restoration and finally gave up and hired a different company to do it at a cost of $1500.

  Why shouldn't we compare what we paid with our neighbors?  What are our unique requirements and circumstances that you speak of? You speak in generalities.  Your responses are like a form letter that have no meaning for our concerns.  Tell me why remediating our house was worth  charging substantially more than our neighbors' homes. , We want specifics.  Send us a highlighted list of all the unique things you did for us and tell us why our circumstances were different from all of the other houses that flooded in ****************

  We believe our services were provided in line with industry standards and the agreed-upon contract. We addressed all concerns promptly during the project, and the final payment was made with the understanding that the work was completed to satisfaction. We are committed to resolving any outstanding issues and ensuring satisfaction.

  **** and ******* ********* Response:

  "Industry standards" are apparently what you say they are.  You show no proof and you have not provided us access to the Xactimate software. Show us the proof.   

  Things on the contract were not done.  All concerns were NOT promptly addressed during the project.  Your claim that they were is laughable.

  The fact that the bill was paid does not mean we were satisfied.  Frankly we were exhausted from dealing with this company.  We resorted to calling another company to haul away the debris because we were getting nowhere with  Master Restoration.   You say that you are committed to resolving any outstanding issues and ensuring satisfaction.  Those are just words.  We have seen no offers to address our issues or satisfy us.  Words without action.

   Sincerely,

   **** And ******* *******

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had ****** out on Saturday 9/28/24 to review the flood damage to my mothers home. I expressed to ****** that I would do the demo work myself if his company did not have availability to fit us in ****. ****** promised that if we put down the deposit we would be put on the schedule for the next day, at the latest Monday, with a 4-5 man crew + a crew lead. The demo work was supposed to be 100% complete by today 10/2/24 and its not even 50% complete because of the following laborer schedule:Monday - 2 man crew showed up @ 9am and worked 8 hours (Keep in mind they showed up with no generator or water, so we had to supply them with a generator and water...) Tuesday - 2 man crew showed up again @ 11am. (I then drove to Master Restoration office and talked with **** around noon to figure out why we only have a two man crew when i was promised 5-6 guys total. Keep in mind the crew lead has not been to site once yet). After speaking with ****, he sent 3 more guys to site but they ended up only staying 3 hours. From 3pm -9pm it was still just the 2 man crew. ************************* showed up @ 11am again but did not start work untill noon and left at 2pm. So today has only been 2 guys for 2 hours. The job is clearly not even 50% complete and the 4 contacts i have had not answered in the last 6 hours. ***** ***** **************** **** promised me yesterday that he would correct the issue, and this was clearly ANOTHER FALSE PROMISE. The company either needs to get 3 full crews onsite to finish today as promised or they need to refund our deposit and i will bring another company in that wont lie like this company has. The neglect from this company will possibly result in more future damage. To top it all off, each day the labor showed up without a generator. You can not use the excuse that you are SUPER busy, that is a scheduling issue on your part, you should not be accepting more projects if you are already overloaded. We expect what we were promised upon deposit.

  

  Business response

  10/21/2024

  We appreciate the opportunity to respond to the complaint filed by our clients son, Mr. ****** regarding the services provided by Master Restoration during the aftermath of Hurricane ******.
  
  Summary of Events:
  On Saturday, September 28, 2024, we received a call from the homeowner regarding flood damage. We promptly visited the site the same day to assess the situation.
  We scheduled the start of the demo work for Monday, September 30, 2024, as promised.
  On Monday, September 30, 2024, a two-man crew arrived on time to begin prepping the work area, marking walls, and moving furniture.
  Despite the high demand for our services due to the hurricane, we ensured continuous progress on the project.
  The homeowners son, who is not our contracted client, visited our office multiple times demanding additional workers. We explained the situation and our efforts to manage the high volume of calls.
  To accommodate his requests, we increased the crew size and extended working hours, even offering a full refund for work completed, which was declined.
  The job was completed by October 4, 2024, with all contents removed, the area fully demoed, and drying equipment placed using our own generator.
  Response to Specific Complaints:
  ?Crew Size and Schedule:
  ?We initially deployed a two-man crew to begin the work promptly. Additional crew members were sent as soon as they were available, considering the high demand post-hurricane.
  ?The claim that the work was not 50% complete by October 2, 2024, is inaccurate. The project was completed efficiently within four days, which is a reasonable timeline given the circumstances.
  ?Generator and Water Supply:
  ?Our team used our own generator and ensured that all necessary equipment was on-site to complete the job.
  ?Communication:
  ?We maintained regular communication with the homeowner and her son, addressing their concerns promptly and professionally.
  
  Conclusion:
  We believe that our team acted diligently and professionally under challenging circumstances. The project was completed within a reasonable timeframe, and we made every effort to accommodate the additional demands made by the homeowners son. We have attached timestamped photos of the completed work for your reference.
  Thank you for your attention to this matter.
  
  Sincerely,

  Customer response

  10/22/2024

   
  Complaint: 22371486
  
  I am rejecting this response because:

  9/30/24 - correct, only two men showed up that did not speak English. Upon paying the deposit we were promised 4-5 guys and 1 supervisor.
  

  FYI, The homeowners son is 26 years old and comes from a construction background, so I could clearly see through this companies lies. I ensured Master Restoration provided the service we were promised when we handed over a deposit. 

  Another lie, the work was certainly not 50% by 10/2/24 as **** met me on-site @ 6pm on 10/2/24 to review the job. I clearly asked if he thought the work was 50% complete and he agreed it was not. He agreed it was closer to 40%. He then proceeded to offer walking off the job and giving us our deposit back. This would have been great if the work was not already started but we were already at 40% and if they walked off we would be missing vital insurance documentation. I decided Master Restoration needed to complete the work as promised so that if any documentation issues were to arise, we knew who to blame. 
  

  Master Restoration needs to acknowledge through BBB that they messed up as they have done numerous times in person already and by providing a discount on the final invoice. 
  

  FACTS

  - a generator did not show up untill the demo was completed on 10/4 and this was for the dehumidifier & fans, no generator was provided during the demo, which required the use of my generator from the labor to run/ charge tools. 
  - the generator that was brought on 10/4 tripped numerous times and we have no idea how long they were tripped as Master Restoration was not checking on it. It had also ran out of gas once, not sure how long it was down then as well. 
  - you cannot be caught in so many lies and believe the company remained professional. Acknowledge the company overwhelmed themselves and could not honor the promises made. 
  - we will gladly pay the final invoice #******* sent on 10/16/24 once we have received all the insurance documentation as contractually obligated. 

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

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Master Restoration came in and performed work for me and then did not submit documentation for my insurance company until I asked multiple times. Not only did it take a while for them to submit the documents, but once they were submitted, they "incorrectly" classified the work done (according to them) as Mold remediation without performing a mold test, so my insurance would not cover the work performed. While waiting to resolve their payment, my insurance company began paying for the repairs where my $1,000 deductible was taken out. This surprised me seeing how when the work began I asked Master Restoration and said I had to give them my declaration page so they could charge me my deductible. They ended up charging me $1,600 instead and now I am trying to get that money back and constantly have been ignored. They sent an invoice to my insurance company, after I requested it, and labeled it AGAIN as mold remediation payment, which is not what I was told the payment was for. Yesterday I get a call from their office threatening to put a lien on my house for lack of payment, from a person I had not worked with. This is about the 8th person now I have worked with on this project. Not only have I been trying to get them paid from my insurance, which they are the one causing issues there, but in general their site claims in multiple places that if your claim is denied they will not charge you. So why would I have a lean if a decision has not even been finalized and if so I should not be charged since the claim was denied and due to their fault? They also are doing some shady business in the charges on their invoicing where charges are for "after hours" when they were never working at my place after hours. Along with the threat of lien I made them aware that invoices have never once been sent to me, only the ones I saw because my insurance sent me them. How am I supposed to pay if I never got sent a bill? NEVER USE THIS COMPANY! THEY DON'T EVEN HELP WITH REPAIRS!

  

  Business response

  05/08/2023

  We regret to learn that the client is dissatisfied with our service. Customer satisfaction is our top priority, and we strive to address any issues promptly. Below is a summary of our position on this project.
  
  We arrived on site as scheduled per the clients request and performed the work according to our contract, which was signed and agreed to. Our client also signed a certificate of satisfaction indicating that she was fully satisfied with the work performed. We collected a deductible, which is a standard practice.
  
  The insurance carrier pays based on a line-item estimate. We submitted an estimate for water damage based on actual work completed. There is zero-line items in this estimate showing any mold remediation.

  Master Restoration does in fact have an insurance guarantee if a claim is denied, however we have seen no such denial letter and until we are shown this we cannot proceed with our guarantee. To date a delinquent balance for the services we performed at this property is still owed to Master Restoration. According to our signed contract and ******* law we have the legal right to file a construction lien until the balance is paid in full. We have been in communication with the adjuster associated with this claim and he has all the necessary information to pay out for services minus what has been paid out of pocket. All work was completed in full and signed off on by the client, for this fact we have decided to proceed with the construction lien. We ask that our balance is paid in full as soon as possible. Thank you!
  

  
  

  Customer response

  05/18/2023

   
  Complaint: 20022122
  
  I am rejecting this response because: I have proof (see attached)  that mold documents were submitted for a claim of water damage as instructed by your workers. The issue also with this is without any proper testing being done no payment can be made for the remediation of mold. You also have not personally sent me any bills for payment. The only way I obtained these invoices was by requesting them from the insurance company. All issues with payment have been due to multiple negligence instances on Master Restorations part. There also has yet to be any communciation with me since my discussion about them "looking into" if the documents were sent. I also brought up the issue with my deductible payment which is not invoiced correctly either and have gotten no response. 
  
  Sincerely,
  
  *********************

  

  Business response

  06/26/2023

  Dear BBB,
  We would like to clarify some facts and resolve this issue as soon as possible.
  First, we did not perform any mold remediation at the clients residence, nor did we inform the insurance company that we did. This was a water mitigation project only, and the insurance company paid us based on the line item estimate that reflected this. There was an error on one of our invoices that mistakenly included mold remediation, but we corrected it immediately and apologized for the confusion. However, this error had no impact on the claim or the payment, as the insurance company did not use the invoice to determine the amount.
  Second, we have never billed the client for any services, because there is nothing to bill her for. The insurance company is the sole payee for this project, and we have already received the funding from them. The only thing we need from the client is her signature to close the file and finalize the project. We have arranged a date to meet with her and get her signature, and we hope to complete this process on 6/28.
  Third, we have been in communication with the client throughout this process, and we have addressed her concerns and questions. The last time we spoke with her, she expressed her satisfaction with our services and agreed to remove her bad review. We appreciate her cooperation and understanding in this matter.
  We hope this response clarifies the situation and demonstrates our commitment to providing quality services to our clients. We apologize for any inconvenience or misunderstanding that *** have occurred. We value our reputation and our relationship with the BBB, and we look forward to resolving this issue amicably.
  Sincerely, Master Restoration

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 2021 The contractor was hired to do a remodel in a small bathroom, the contractor took half the money and came and demolished and left all the debris in my backyard and never came back leaving and bathroom expose (toilet hole) and no walls. Since 2021 we are trying to get a hold and after call often and wait more months someone show up and try to do something but never came back either.Now in 2023 we asked for our money back and the permit removed and the documents for the county so we can have another contractor start working. We can get a hold to the project manager *******************. In December ******************* said that they sent a check but now is February and we have not received the check.No return phone call or emails.

  

  Business response

  02/23/2023

  Thank you for bringing this to my attention. This client was refunded with confirmation via email and Fed Ex tracking. To my knowledge there is no further involvement from ** needed. I made a phone call to client today to reinsure this and left a voicemail. Thank you
  
  

  Customer response

  02/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The company is charging me for things that never were done in my house. I am just asking for what is fair. After 2 years of negligence from Master Restoration 

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

  

  Business response

  03/07/2023

  Good afternoon,  
  
  This project is fully completed. Please see attached is a legal release signed by the customer on 2/24.  This document releases all further payments owed, and acknowledges that the customer is fully satisfied with terms of document. This release also states the customer will not make any public reviews so this should be taken down.  Master Restoration has no further obligations to this project. Thank you
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After hurricane *** hit ********** toward the end of September of 2022, my mobile home lost its roof. I contacted Master Restoration who was in the park. *** said he would check with the office, gave me a price of $3600.00 and could put a tarp on. ******* covered my house, porch and shed. I have a lot of water damage inside my home so I said okay. When they were done they informed me they did not cover my porch or shed, and charged me $3800.00. I could not afford to spend more money to cover those, and now it is leaking where the porch connects to the home inside and outside.

  

  Business response

  11/10/2022

  We reached out to the homeowner and thanked her for bringing this to our attention. We have apologized for the clerical error and we are sending a $200 refund. We also are sending a technician to evaluate the tarp which might have blown around due to the latest Hurricane.

  Customer response

  11/13/2022

   
  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

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had water damage to our property that was discovered in October, 2021. Our insurance company recommended Master Restoration to us. The mitigation of the water damage by Master Restoration was awesome and that side of the business was great to work with. They were wonderful to work with so we decided to use them to do the repairs. We signed a contract with them in January of 2022 and were told they would have it finished by the end of February. This is where the problems began, they did not respond to my numerous phone calls, texts, etc asking for updates. When they did it was one excuse after another. I totally understand delays but they would make promises then no follow through. They would say they would have a crew onsite to work and no one shows up, they never called to inform us. The only way we knew there was no progress was because we have friends who live in Englewood and they were keeping an eye on the house. When they told us it would be done the end of February we planned a trip down in March to see the finished product only to have to cancel our trip when they did not come thru. In March they said they had a new contractor they were working with and could start the repairs. Every week in March I was reaching out asking for a start date, most of the time I would get no reply. Then ***** came and they said they were still vetting the new contractor. Went thru all of April asking for a start date and nothing. May 5th I was told they were starting but went thru the whole month of May and nothing. **** came and nothing, I was finally given a start date of June 27th and a completion date of 4-5 weeks. They worked the 27th and then did not show up again. Then I was told they would be done by July 31st once again this did not happen. Then I was told they would be done by August 31st and that was a firm date. It is now September 22nd and they are still not done.

  

  Business response

  09/23/2022

  We take great pride in our work and appreciate the opportunity to services all our clients.  We are glad to hear the mitigation portion went smooth and the client was satisfied with our efforts.  As in regards to the repair portion the client contracted with us through a sign construction draw schedule. Once project reaches 50% completion a draw payment is due. The project is currently at 50% completion and we have not received a draw payment. Crews are lined up and ready but need payment before we can commence. Thank you for bringing to my attention.

  Customer response

  10/12/2022

   
  Complaint: 18116356
  
  I am rejecting this response because:  they have been promising to have someone on site to finish the job since February and every time they promise no one shows up.  I have asked them to furnish an itemized bill of what they have done to date with the $22000.00 they already have of the insurance money and extra money we sent them and they have not done that.  I have several texts back and forth with **** the project manager and even went to his boss to try to get resolution but they is no progress made.  They told me they had a new contractor set up in beginning of April to begin, that did not happen.  Then they told me they had a new contractor set up to start April 27th and that did not happen.  Then they said they would start on May 4th, they were there for one day and then did not show up again.  Then in June **** told us he met with **** (his boss) and a coordinator to start but then did not get back to me.  I kept texting and calling **** finally said they would start on 6/27 with a completion date of 4-5 weeks.  I contacted him on the 27th because no one showed up, he then said they would start on the 29th and told me the house would be move-in ready the end of July.  I contacted him on the 29th to say no one showed up.  On June 30th I received a text saying that the crew came but left because they brought the wrong tools.  I asked on 7/8, 7/12, 7/18,  finally on 7/20 **** got back to me and said he was on site going over stuff with the crew.  I kept asking for updates, on 8/8 I sent a text saying no one has been there for over a week, then the excuse was they had no water even though they were suppose to get a plumber their to deal with the water issue.  On 8/15 I was told they were working on getting us back on the schedule .  I asked for updates but never received responses finally on 8/29 he said the crew was back in (so much for the end of July finish date) he told me he would give me a breakdown of timeline for completion - never received it.  Texted again 9/6 still asking for the time line.  On 9/13 he said they would be finished on 10/21 again I asked for a breakdown of what they have done and what they have used of the $22000.00.  I reached out to his boss again and he said he would have a resolution - that is when they started asking for the 3rd draw.  I responded I was still waiting for a breakdown of what they have done to date, what they spent of the $22000. and a guaranteed finish date - I have yet to see anything.  Now they are using the not receiving 3rd payment as the excuse.  This is beyond ridiculous.   
  
  Sincerely,
  
  ***********************

  Customer response

  01/12/2023

  I believe I sent you all the info already along with dates and conversations.  After the last hurricane and incurring more damage to the property I gave up on ever getting resolution from this company.

  I reached out to **** and asked him to refund us the money that we have sent them and lets just part company.  They agreed to do this.

  I am beyond dissatisfied with this whole process.

   

   

• Initial Complaint

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Clearly calling the office for the past 2 months for an update has been futile, my only option left is to file a complaint. On October 6, 2021 our insurance company approved the kitchen restoration for 10, 082.82, after numerous calls the check finally arrived on February 9, 2022 and was deposited and the first installment of a little over 6,000 was given to Master Restoration. I had been dealing with Tyler up until this time. On 2/11/21 I received the first call from Nick and that began the next 3 months of confirming the details and picking from samples for the kitchen cabinets, which was like pulling teeth to begin with. Nick sent texts saying that the remodel would start on 5/2/21, I have uploaded those texts below. After cleaning out the kitchen area and sequestering the dogs we waited for someone to show up. NO ONE showed up. Later in the afternoon as you see in the texts Nick stated that "he tracked down the reason and it was due to a heart issue with the installer". He said that he sent to scope of the work to another vendor they work with. On 5/6/21 the texts then say " I should be able to get a guaranteed start date by Monday afternoon at the latest". THAT WAS THE LAST TEXT I RECEIVED FROM NICK. After not receiving any further information for a month I had to hand off to my daughter due to this causing to much stress. She began calling the office on 6/13 1-2 times a week. Kelsey originally told her on that call that the reason we hadn't got an update is the cabinets were on back order. Which doesn't make sense since the start date was supposedly a month previous. She was directed to the operations manager who she sent all previous information to. He said he was working on, that was June 15th, not another call from him either. Finally on 7/30 when calling the office she was connected to long lost Nick who's exact words were "I will IMMEDIATELY call you back, i will call the cabinet company now'. Nope, that was a lie as well.

  

  Business response

  07/13/2022

  we will immediately work with our staff and the client to get this project a resolution. All start dates within the complaint are tentative to material selections being available. As I am sure your aware of there is a severe shortage in certain building materials that has made things quite difficult on the contractor. The color selected for cabinetry is (Navajo Brown) this color is on an indefinite back order. We let the client know of this delay and gave the option to pick another color or wait until we get a better availability. In regards to workers being on site the majority of project is kitchen cabinets, as of this moment the client currently has a functioning kitchen so we find it best for the client that before we send in a crew to demo ************* we must first have new cabinets ordered. We can not order cabinets until the client makes a new selection or decides to wait on availability. We spoke to client last on 6/30 and addressed this issue again with her. Cabinets are still on a backorder with no availability date. We will call the client and sort this out today.

  Customer response

  07/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  After filing the complaint Master Restoration finally contacted us and arranged a time for **** to come out with another cabinet company to complete the work. We agreed to that until we read the response on the Better Business Bureau site which was untrue. As stated in the original complaint we were given the start date never being informed of the supply shortage, even after the no show no mention of a back order was brought up. We would have had to received a call to get that information. On 6/30 the phone call where they said we were "once again informed"was 93 seconds. Most of that was on hold. We decided it was in our best interest at that point to sever ties with the company. On Monday 7/18 I called and texted to inform the company and request a refund. **** texted that they were working on and it would be 5 or so days on 7/20. It is in our best interest to not respond in the positive until we receive official notice of cancellation and refund check.

  

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/07/13) */ we will immediately work with our staff and the client to get this project a resolution. All start dates within the complaint are tentative to material selections being available. As I am sure your aware of there is a severe shortage in certain building materials that has made things quite difficult on the contractor. The color selected for cabinetry is (Navajo Brown) this color is on an indefinite back order. We let the client know of this delay and gave the option to pick another color or wait until we get a better availability. In regards to workers being on site the majority of project is kitchen cabinets, as of this moment the client currently has a functioning kitchen so we find it best for the client that before we send in a crew to demo the cabinetry we must first have new cabinets ordered. We can not order cabinets until the client makes a new selection or decides to wait on availability. We spoke to client last on 6/30 and addressed this issue again with her. Cabinets are still on a backorder with no availability date. We will call the client and sort this out today. Consumer Response /* (3000, 7, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) After filing the complaint Master Restoration finally contacted us and arranged a time for Nick to come out with another cabinet company to complete the work. We agreed to that until we read the response on the Better Business Bureau site which was untrue. As stated in the original complaint we were given the start date never being informed of the supply shortage, even after the no show no mention of a back order was brought up. We would have had to received a call to get that information. On 6/30 the phone call where they said we were "once again informed"was 93 seconds. Most of that was on hold. We decided it was in our best interest at that point to sever ties with the company. On Monday 7/18 I called and texted to inform the company and request a refund. Nick texted that they were working on and it would be 5 or so days on 7/20. It is in our best interest to not respond in the positive until we receive official notice of cancellation and refund check.

  Customer response

  08/26/2022

  After **** texted we would receive a refund minus $2000, we asked for a reason for this and the check. To this date we have received neither. Guess it's Better call Behkin time!

• Initial Complaint

  06/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I would like to formally file a complaint against Master Restoration and Damage Repair, LLC who were hired to restore my home after a house fire occurring on February 16th 2021. The difficulties in working with Master Restoration are expansive and continue to grow, I was not shown initial estimates or line items until I formally requested them from ********* ******** * ******** Insurance Company (my point of contact there is ***** ********* Subrogation Investigator, who stated she will be happy to provide any documentation required). I have spent countless months and sleepless nights attempting to get this project complete, one of the major difficulties was having to act as my own project manager. I was forced to find contractors for Master Restoration after they stated they had no labor pool to assist and pay out of pocket for items and work they were contracted to perform, only to find out they would delay payment or state it was owner's responsibility. They then proceeded to charge the insurance company for work that I had already paid for, or has yet to be completed. They have misled me through almost every step of this process and put me in a position to have to do their work or face further delays and continue to have my family displaced, which is exceptionally difficult for my special needs daughter. When I first began to question what appeared to be fraudulent charges, I was at first brushed aside, as time has progressed their indifference has now turned into intimidation and threats of legal action. I have thorough documentation of all the work done in my home and can provide first hand testimony from the contractors that have worked on my project and their negative experiences in working with Master Restoration. The amount that Master Restoration is charging me for work they did not perform or have yet to complete is staggering, I am requesting that the Better Business Bureau conduct an investigation into potentially fraudulent charges.

  

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/03) */ Good afternoon, Thank you for bringing to our attention. This project is 100% complete. Please see attached a couple of before and after photos. Timeline on this full house fire remediation/repair was completed in both a professional and typical time frame for a loss of this size, especially in the trying times we are all currently living in with work and material shortages and delays. Allegations from the customer that she was managing her own subcontractors are not accurate as all subcontractors on this project were contracted and vetted through us as well as paid directly from us. We have never charged the insurance company for anything more than needed to restore the property. The only payments outside of insurance that the client was to pay were the deductible and change orders for upgrades that fell outside of insurance coverage, and for which the client agreed to pay separately. We had a written contract with this client, and we performed according to that contract. We performed a final walkthrough with the client and she was very excited to see the outcome and workmanship. When it came time for final payment due the client has refused to pay. We have been forced to record a construction lien against the property to protect our interests, as provided under Florida law. This BBB Complaint appears to be filed in retaliation for the construction lien. Thank you. Consumer Response /* (3000, 7, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you so much for your time. However I strongly disagree with your response. I was told in your office that you had no one to build back our home and I was forced to find contractors on my own. I feel companies like yours are the reason why home Owners insurance is at an ultimate high in Florida! Do the right thing and settle for the work you actually did. I have no reason to retaliate. I am just another victim.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a water damage insurance claim for my kitchen. My insurance provider sent a representative from Master Restorations to my home. He arrived on 12/7/21. He told me that they would be able to complete the replacement of kitchen cabinets by 1/1/22. I had been speaking with another representative from the company since 11/3/21 regarding the estimate and scope of work. The project manger that came to my home said I had to give him a first draft payment of $9300 which I did. He said he would send me samples of colors and styles to choose from and they are 6 to 8 weeks out to receive them and once received they would begin work the next day. I was told they could finish it by January 1st. On or about 12/15 I called the project managers number as I had not heard about the cabinet selection or received any samples to choose from. I was told that they now could not get anything except white or gray cabinets, which I told them specifically from the beginning, that I did not want. At this point there was no way the job would be completed as promised, so I said I would want my money back and I will find another contractor. He said no problem. They then sent me a contract release agreement and said their policy was that they could not release the funds until the agreement was signed. I signed it and was told that they would be contacting me. I called them repeatedly and sent emails asking for the status of my repayment and and have not received anything nor have I gotten a reply from them. I want a refund of the $9300 that I paid, and have received no work or services from them.

  

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/02/22) */ Thanks for bringing to my attention, and we will get a solution in a professional time frame. We have several records indicating many selections have been handed to the client. His exact selection is currently on an indefinite backorder due to Covid and supply chain issues. We have spent many hours trying to locate a product the client likes. I will look further into this concern. Thank you Consumer Response /* (3000, 7, 2022/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I was only given one choice of a cabinet style that was not in a gray or white. I actually agreed, reluctantly,to go with the selection that they offered. I was then told that they could not provide that selection for me. Nor did they offer any other options, or any timeframe that they might be able to provide any service for me to resolve the issue. The response that they gave to this at this time, is exactly what I have been dealing with since November 2021.

*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. ↩