Complaints

• Initial Complaint

  09/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Woodlands Water Restoration came to my home to check on the damage done from a broken pipe in my attic. Ryan, their salesman, came out and told me not to worry that it would all be covered by my insurance. He never gave me a price to repair anything. The next day I found out that my insurance deductible was too high so I cancelled Ryan. Ryan did have two men come out and tear out my ceiling, carpet and put some big fans in the bedroom that had water damage. A week later, I get a call from Ryan saying I owe his company $3647 but he would give me a $1500 discount. He said if I didn't pay, he would put a lein on my home. I never agreed to this inflated price and was never told the price. Please beware when dealing with this company!

  Business response

  09/18/2024

  We want to thank Pam ****** for bringing this to our attention.  Our goal is to direct our customer on whether it is worth while to file a claim with their insurance based on the damage and the homeowner's deductible and get our customers back to pre-loss conditions.   The reason price was not discussed was because Ryan determined that the amount of the damage exceeded Pam Miller's deductible by more than 5 times since there was wood floors that were effected.   Water damage is not immediately visible to building material especially hard wood floor and can potential cause mold which as a state I.I.C.R.C. licensed company would hold Woodlands Water Restoration liable if not remediated correct.   Pam ****** did file a claim based on Ryan's suggestion and afterward as mentioned by Pam ****** our technicians started that work.   This is our normal process.  There is conflicting stories as to whether a discussion about how much Pam ****** deductible was; however, according to Pam ****** after learning how much it was she cancelled her insurance claim.  Upon hearing this Woodlands Water Restoration offer her a discount of $1,500.  Unfortunately, Pam ****** did not see the value of having a I.I.C.R.C. professional remediate her home and felt that the price was not fair.  Pam ****** does mention that Ryan said that if she did not pay then he would lien her home.  If this was said then we apologize; however, this is sometimes as a service providers ones only option if payment is made and should not warrant a complaint against us with the BBB.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan. 18, 2023 Water pipe broken in an outside wall caused flood in my home. Jan. 19 Hired this company to tear out damaged walls and floors and set up machines to dry out house. Crew assigned to pack out my house and take furniture and many boxes to storage. Mid-May House repairs were finished so I called to have my furniture and boxes delivered. Couldn't come because company could not find key to storage lock. A couple of days later a crew brought about half of my belongings. Crew chief told me that she saw damage in the store room on some of my things. She took photos and sent to office. I began unpacking things and found more things broken. On a subsequent day, crew brought the rest of the stored items. As they brought them in I began to notice items that were not there. For instance, an antique 4-stack bookcase returned with only 3 stacks. The crew uncovered all pieces of furniture and placed them in the space that I wanted them, and as pieces were unwrapped, the crew and I saw gouges into the wood on several pieces, and deep scratches on other pieces. Again, crew chief took photos and sent to office. Beginning of June After hearing nothing about how the damages would be handled, I phoned the office. Was told no pictures had been sent. I photographed the damage and described pieces not brought back sent to the owner's web address. June 27 After many calls to the company and to the manager of my project and never having anyone call me back, I told the receptionist that someone needed to call me or I would have to call the BBB and/or an attorney. I finally got a call from Ryan D. who quickly arranged for the owner, Jason, to get on the phone. Jason told me I could keep the last payment for the services but he would not help resolve the problem in any way. He accused me of extorting his company when I had "old junk" and just wanted new furniture. He began to raise his voice and told me I could sue him and I would lose. I hung up on him. Help.

  Business response

  07/12/2023

  Woodlands Water Restoration's goal is to resolve this disagreement and need the help of the BBB arbitration department.  Mrs. ***** and Woodlands Water Restoration has a different account of her experience.

  Customer response

  08/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I have received multiple calls from Robert since Woodlands Water Restoration Company was sent my complaint.  Each time he calls, he asks if I am ready to settle the complaint for the amount that my insurance company provided for the last payment.  I have told him that I am not interested in settling the complaint until I have had the estimates done for the damage to my furniture and the items that have not been returned from my pack out researched as to cost per item.  He told me that the company is not going to send anyone out to look at the damages and that if I wanted to price things out that it would be my responsibility to do that; but he did want me to know that there would be no more money paid to me regardless of how much the damages came to.  He emphasized that it was taking lots of time and stress and that I should just settle the case.  I explained that I wanted things to be "exact"--if the amount to replace and repair my furniture and collectibles did not reach the amount that matched the final payment, I would pay the difference to the company.  However, if repairing the severely damaged wood and purchasing replacement items that did not get delivered to me was more that the final payment, I expected the company to pay the difference to me.  He informed me that that would not be happening.  I trusted this company to be professional in packing my things, storing my things, and delivering my things, just as they trusted me to pay the costs that they charged to do the job.  I am working on pricing out the broken items and missing items, but am having some difficulties as the Hutschenreuter crystal pattern that I have is no longer being produced and Replacements.com does not have any pieces in stock at this time.  The exact Indonesian Garuda statue that was broken in two places is not available online, not surprising since I purchased it while living there.  I have found no 4-stack Mahogany Barrister Bookcases near here, and shipping on the one I found in North Carolina is quite expensive. So I am working on it, but have not been completely successful.  Also, I have not found a furniture refurbisher to come to give an estimate.  I find I still need help in this situation.  Thank you.
  
  Regards,
  
  
   
  

  Business response

  08/25/2023

  I have read Mrs. ******* response.  I thought we were already going into the arbitration process.   Our hope was to reduce the stress for Mrs. ***** and offer her what we thought was more than a fair amount for the settlement.  At this point, we would like to go to the arbitration process.  Please let me know if I need to elaborate; however, I am not sure how to because we are at a disagreement as to how to move forward.

*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. ↩