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Business Profile

Fire and Water Damage Restoration

Phoenix Restorations Ltd.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fire and Water Damage Restoration.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My condo unit was damaged by sewer backup on March 30. Phoenix Restorations Ltd. undertook to restore my unit. It has been five months yet my condo unit remains unfinished and unlivable because the bathroom and kitchen plumbings had been removed. The drywalls, cabinets of the bathroom and kitchen as well as the bedroom closet had also been removed. My furniture and personal stuff had been taken by Phoenix for storage and I do not have access to them. Despite countless follow-ups, no date has been given by the project coordinator as to when they will resume and finish the restoration work. My personal property insurance Additional Living Expense coverage had been depleted and I had no choice but to move out of the hotel where I stayed temporarily. I am now renting a room with shared kitchen and bathroom and this makes me very uncomfortable and very frustrated because I should not have to undergo this had the restoration work been completed. Waiting for the restoration work with no timeline is very agonizing and has affected my physical and mental well-being. I need to go back to my home as soon as possible.

    Customer Answer

    Date: 03/09/2024

    I did not receive any invoice from Phoenix Restorations Ltd. 

    Customer Answer

    Date: 03/09/2024

    I did not receive any invoice from Phoenix Restorations Ltd. 

    Customer Answer

    Date: 03/09/2024

    I did not receive any invoice from Phoenix Restorations Ltd. 

    Customer Answer

    Date: 03/09/2024

    I did not receive any invoice from Phoenix Restorations Ltd. 

    Customer Answer

    Date: 05/09/2024

    I do not know if Phoenix Restorations was hired by the Strata. Their staff just showed up at my door after the plumber did his work. ************************** manages our building. My personal property insurance is **************** and its adjuster has been notified of the restoration work that needed to be done as early as April. Our strata insurance company is ****************. Due to the extent of the water damage due to sewer back up in the building, the strata filed an insurance claim too. Restoration work had finally been approved on August 15.

    Business Response

    Date: 25/04/2025



    Good Morning,

     

    As per my phone conversation with the BBB last week we did not receive the initial email advising us of the complaint and was advised that I could put a reply together and email it in.  Below is our reply to the complaint.

     

    Thank you for the opportunity to respond to the recent complaint filed by **************** regarding the timeline of a flood restoration project completed by our company.

    We understand and empathize with Ms. ****** concerns about the time it took to complete the job. However, it is important to clarify that when flood restoration work is done through an insurance claim, there are several steps that must be followed before any repairs can begin. This process includes assessing the damage, submitting bids to the insurance adjuster, and then waiting for formal approval and authorization to proceed with the work.

    In this particular case, there was a significant delay in receiving the go-ahead from the insurance company, which unfortunately extended the overall timeline. Once we received approval to move forward with the repairs, we promptly informed Ms. ***** that the work would take approximately 2 to 3 months to complete. We are pleased to confirm that the project was completed within the estimated 3-month timeframe.

    We strive to maintain clear communication with our clients and do our best to manage expectations during what can be a stressful and lengthy process. We appreciate Ms. ****** patience and understanding throughout the duration of this project.

    Please let us know if you require any additional information.

     

    **** *********
    Director of Client Relations
    *********************
    ************************************************************************************************** 

    Customer Answer

    Date: 25/04/2025

     
    Complaint: 22233094

    I am rejecting this response because:
     
    It took more than 3 months to complete the restoration project. The turnover of my condo unit was done on November 27 although restoration project approval was received by Phoenix Restoration some time in July. 

    I also had to follow up multiple times for missing electrical outlet cover and kitchen baseboard and the replacement of damaged window blinds, shower curtain rod and toilet paper holder.

    Sincerely,

    Aurora Dolla

Phoenix Restorations Ltd. is NOT a BBB Accredited Business.

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