Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/20/2024 My house had water damage. All Restoration Solutions was hired to do the repairs which they quoted ********* ******************** **** sent them a check for ********* and I gave them *******. Most of the repairs are done except for the flooring and trim work which we can't come to an agreement. I was told to have my floors done with *** I would have to come out of pocket for ******. I said I don't have that kind of money, they replied back let us run the numbers again then it was 5000 out of pocket.. I still said no. The incident happen May ******* my house still as of Today isn't repaired. Every time we go back and forth it takes a week or two for them to give me a response. I told them I no longer want to them to do any more work..10/1/2024 They have not responded. It's been 7days. I believe they were price gouging. They charge me for a discontinue vanity that only cost ****** at ********** and they charged me ****** for it. I told them I don't want that vanity. I wanted to pick my own. Im charged for work they have not done my calculating they owe us 30, ******

  

  Business response

  11/01/2024

  The loss for the project was 5/30 and this came through the program on 6/13. The estimate was approved on 6/19 by the adjuster. We received a check from **** in the amount of $47,443.09 on 6/25. I did not get a signature on the check as the ** was uncomfortable signing this at the beginning of the project. Their deductible of $2,000.00 was collected on 8/15 at the same time as receiving the signed draw schedule. The adjuster had issued funds for contents and other items upon his first site visit around this time. Once I had the approved estimate, the ** was out of town on a vacation, and I did not hear anything from them for about 10 days. Once they had returned, I completed a follow up inspection on 6/26 as they still had questions regarding the scope of work. At this time, ** had asked if there was anything we could do to help with their deductible. Ultimately, I told them that there is nothing we can do for this deductible. I did not receive anything from them until the following month as to how they would like to proceed with repairs. I was able to schedule a handoff for 7/22 with ****** but the ** was stuck out of town and could not make that meeting. We rescheduled for the following Monday, 7/29. At this time, I was able to obtain the work authorization for the project. ****** was able to begin work. During this time the ** was unhappy and had requested a meeting with the adjuster. Both ****** and I did attend this meeting on 8/16 and discussed with both the ** and adjuster the scope of work and additional supplemental items. The adjuster had agreed to these, and the supplement was generated but we did need mitigation to come back out and inspect areas that were not first addressed, additional flooring in some of the connecting bathrooms. The ** did state that these areas were still wet, and he would like to have them covered under the loss. After the meeting, it was apparent that the ** was unhappy with the adjuster and not us for the repairs. The Ph was not happy with the adjuster for not issuing additional funds for them to be out of the home. Again, the adjuster did cut them a check at the beginning of the project for this, but they never left the home other than for vacations/out of town travels. They continued to live in the home throughout our time on the project. During this time the ** wanted to change flooring throughout the entire home. They took some time selecting the flooring and had requested a rough price on how much the floors would cost to replace. I was able to provide them with the $12,000 rough estimate number that they would be looking for the floors to be completed. This was prior to supplemental items being calculated in for. I also wanted to see if this was something they were really considering as I would still need to go into the estimate to credit existing flooring items to be applied to the new flooring cost. Once they made their selection on the flooring, I was able to factor in all pricing for the project. This total came out to be around that $5,000 mark after everything had been factored in. This was not an attempt to ***** them as they first asked for a rough price and knew that I still needed to issue credits for the actual cost of the install. Keep in mind, they wanted to move to a LVP flooring of Their Choice. There was no LVP in the home prior to the loss, but a mix of carpet, sheet good, carpet and some engineered wood.  There was some down time in response because I was also out of town some during this time, but i was able to monitor my emails and had not received nothing anything back from them while out of town. With the vanity, ****** did pick out a vanity with their direction at the $350 price point, which is common. I found out the vanity was discontinued after we were trying to settle on the price for completed work. ****** also received a sign off on the vanity prior to purchase. This was purchased and delivered after he had received that signoff. It was at this time they I found out the vanity was discontinued, and they did not want this specific vanity. The $636.38 was the approved price point from the estimate and included both material and install. The full price for the vanity was issued as a credit within the final estimate for completed scope of work. This has been sent out to both the ** and ****. **** had agreed to pay us both directly and separately.

   

  In conclusion, we provided a rough estimate for the cost of the upgrade to LVP flooring prior to a firm selection being made and before credits from estimate for the replacement of like and quality flooring. Once the flooring selection was made, we applied the credits and the cost came in at $5,000 instead of $12,000.  We ordered the vanity that was selected and signed off on by the homeowner. The homeowner then decided that they didnt like it and then we learned it was discontinued and not returnable. We still credited the customer back the funds for the vanity and installation of the vanity, even though we didnt feel this was our responsibility.

   

  Thank you,

   

   

  ***** ******

  General Manager, FIRST ONSITE

   

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Demo improperly done & not flumed to the dumpster. , 120 year old doors,3 windows broken.One window fixed one improperly fixed one they tried to hide with paint Second story was thrown on the porch, backyard, fence& hot tub .Post used on on porch All Restoration Solutions used subpar cracked materials. Structural integrity is compromised.No face plate on light. The fence was broken . Their fix replace broken pickets with pickets of a different type Trim work is unmatching. All Restoration Solutions randomly for NO reason screwed screws into our kitchen island.New plaster work is cracking throughout the house .New siding is falling off of house All Restoration Solutions threw metal,cut sheetrock damaged 120 yr old heartpine floors, flooded toilets, Attic insulation thrown all over Heating vents not up Faucet installed but not hooked up. In an email they said their plumbercould not figure out how to turn off water..They built a deck without our consent in design.We had no design input.The steps were leaning backwards, they had to be redone, they are not attached properly ,the deck will not pass code and like the front porch it is with subpar materials. There was no flashing used. The deck has created water to come into the house & has created mold New beams in attic are cracked. There are excessive nail holes in the new roof. It will lealk We hired an independent home inspector.All Restoration Solutions went over the first agreed upon estimate by a $100,000.00 never letting the homeowner know. Many things submitted to the insurance company were never done.The insurance company says they do not have proper invoices from All Restoration which leaves ** at a loss because the lack of documentation for almost 3 months We have an email from All Restoration Solutions explaining why their work was so bad. All Restoration Solutions said It was unsupervised work.

  

  Business response

  06/01/2023

  
  I am writing this letter to address the complaint by ***** and ************************* to the Better Business Bureau that we received on Monday, May 8th, 2023.We originally became involved in this loss through the preferred carrier program for Liberty Mutual on 6/24/21. The loss details were that a large tree limb had broken off a large tree causing significant damage to the roof and adjacent rooms below. All Restoration assisted the Osteans with getting the electrical mast reattached to the home in order to supply power to the home, as well as testing for asbestos and lead before the reconstruction took place. Shortly after, **************** had second thoughts of using our services to perform the repairs to the home and decided to shop other contractors in the area. We billed him for the work we completed that consisted of the environmental testing and electric reconnect.  
   6 months later I was contacted by ***********************. He stated he was in a predicament with the contractor he had engaged to perform the repairs to the home. He stated that the contractor he chose to use had collected $50,000.00 had yet to submit a permit to the **************** and they had received a letter from the city that they would be fined if the repairs to the home didnt begin in due time. Within a 2-week period, we had pulled a permit for the construction of the property, and we began the repairs on 4/2/22. 
  Roughly 4 months later, All Restoration submitted an invoice to the Ostean for payment of $121,001.68 on 7/21/2022 as the 1st draw for work completed. All Restoration Solutions collected a payment of $100,501.68 on 8/27/2022. The Osteans still have not made the additional payment of $20,500.00.  
  On 11/8/22,we met with the Osteans regarding some items that they felt needed to be address, at this time we were roughly 70 percent complete with the project.Several representatives of All Restoration Solutions met with the Ostean about these open items. The representatives of All Restoration Solutions included the project manager, the estimator, district manager and our general manager. We created an punch list of those items and quickly began to address each item on the exterior and interior of the home. Some of the items they brought to our attention had already been addressed, an example of this was a broken glass pane to a window, which we addressed as soon as it was brought to our project managers attention. Other items that they had mentioned in their letter to the Better Business Bureau were addressed immediately after our walk-through with the customer. Shortly after we completed the exterior repairs that they brought to our attention is when we suffered delays. The Osteans had the heat and water turned off to the home. This created several complications for us not being able to perform the repair to the inside due to the interior conditions. At this time, winter temperatures had set in. The interior environment was not adequate for us to continue repairs. We reached out for 3 months asking the Osteans if the heat and water had been turned back on so we could complete the remaining repairs to the interior of the home, without any response from the Osteans. I finally received a response from ************************* stating that the heat and water had been turned on January 25th, 2023. This is when we did make the attempt to begin the repairs again, it was at this time the Osteans would not allow us access to continue with the repairs to their home. It is at this time their actions became disingenuous. The Osteans made several complaints about the repairs, even though they would not allow ** back in the complete the repairs. As you may well know, ******* does have a Right to Repair act. The Osteans did not in any way properly follow the procedure of doing so. All Restoration Solutions was concerned to have a customer of ours unhappy with any work we perform. Unfortunately, the Osteans would not allow us to continue with the remaining repairs and address any other concerns of theirs. It is our opinion that their complaint to the Better Business Bureau is disingenuous.They made several complaints regarding the repairs to their home. And yet would not allow us to complete the repairs and the scope of work.  
  We have continuously asked for a meeting onsite to discuss or take a look at these complaints an even our Owners have reached out to them numerous times but they will not return phone calls or emails, therefore, It is our opinion that their complaint to BBB is unjustified. The issues at hand are of their own making based on their past and present behavior are an attempt to get out of paying for the services rendered.  

*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. ↩