Complaints

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.

• Initial Complaint

  Date:28/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On November 7/23 we discovered a leaking roof in our bedroom. I called our insurance provider and they suggested I contact Premium Restoration. I did and they sent an employee to set up an industrial dehumidifier and an air mover. While he did that, he scratched our stone flooring and our vinyl flooring setting the dehumidifier up. I contacted ******* ****, our insurance provider, and was given a name at Premium to contact. That person told me that *****************, one of their Project Managers, would look at the scratches when he visited our home later that day to meet with the insurance Adjuster. He did look at the damage and basically told me not to worry as they had a good company that would fix the scratches to the vinyl.We did not use Premium Restoration for the repair as the ***************** would not approve the claim and I felt I could find a less expensive option.The machinery was removed by a different employee than the one who had set it up.On November 10/23 I e-mailed ************ to ask when they were sending the company to fix our floor. We received no response.On November 21/23 I e-mailed ************ to ask when they were sending the company to fix our floor. We received no response.On December 8/23 I e-mailed ************ to ask when they were sending the company to fix our floor. On December 8/23 ************ responded that he was under the impression that this problem had been taken care of. He said he would get back to me later than day with clarification.I did not hear back from *************On December 15/23 I e-mailed ************ to inform him that if we did not hear back with the solution by December 22/23 I would place a complaint with the BBB.I have not heard from him or the company so I am placing the complaint.

  

  Business Response

  Date: 11/01/2024

  Good morning,

  I agree there has been a few delays in resolving the concerns. We have reached out again to our repair contractor and advised to contact ****** immediately and address the flooring scratch. We were under the impression the contractor (who fixes floors) had already taken care of the issue. Unfortunately, that was not the case. I will rectify this immediately. 

  Customer Answer

  Date: 16/01/2024

  
  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,
  
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