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This profile includes complaints for Universal Restoration Systems Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Universal Restoration Systems Ltd.

  3675 Opie Cr Prince George, BC V2N 1B9

  
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  Universal Restoration Systems Ltd.

  3675 Opie Cr Prince George, BC V2N 1B9

  
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  Universal Restoration Systems Ltd.

  2391 Hydraulic Road Quesnel, BC V2J 4H4

  
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  Universal Restoration Systems Ltd.

  PO Box 3038 Prince George, BC V2N 1B9

  
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  Universal Restoration Systems Ltd.

  4550 Greig St Terrace, BC V8G 1M8

  

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:09/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We hired Universal for a water leak from the hose behind the fridge. We called July 12, 2024 about approx *******L of water. We were originally assigned ****** as project manager. They should have removed all flooring, cabinets and drywall if not dry in a reasonable amount of time to prevent mould from growing. They left fans and dehumidifiers in the house for 11 days and left without removing anything or returning calls or emails about removal of floors and drywall with obvious damage. When mould was found later on the drywall and when we removed cabinets that were still wet many months later, insurance refused to cover mould remediation because the restoration company didn't follow the correct timelines for prevention. After speaking with the owner and getting transfered to him to deal with specifically (**********), Universal also provided us with a quote for insurance for them to fix the house and restore it back to pre-water damage. They quoted me $85,000. A month later when insurance sent Claims Pro to assess damages and ask Universal for a quote, ****, another project manager in the company quoted $56,000 for the same job, so insurance offered to pay us $55,000. ********** then said they wouldn't be able to actually do it for that price and replace like for like for cabinet quality and ghosted me when I argued that they needed to rectify the quote with my insurance if it wasn't accurate. I had to argue with insurance for 7 more months to try and get more than $56,000 because everyone else in the city quoted between $100,000 and $120,000. In the end, only got $66,000 from insurance and had to try and figure out how to make do with it. If Universal had done the original mitigation correctly and had not underquoted themselves by $30,000, we would not have been in this situation. Insurance paid $6,089 for their services. Needing the remaining money that insurance would not pay due to inaccurate second quote. Note that website not allowing me to upload files below

  

  Business Response

  Date: 11/04/2025

  Hi *********,
  Thank you for laying out your concerns, I do understand your frustration. Insurance companies have guidelines and as a restoration contractor we need to follow. To estimate on project we follow a scope as approved by your policy and insurance company. Any difference should they occur is responsibility of the insured should they wish to upgrade or change. If items are missing on the scope that would be taken up by the contractor doing the job and discussed with the adjuster or insurance company.
  >Universal did not do any of the work centered around the estimate.
  >We have additional players over this and that would be the adjuster and insurance company.
  >Cant speak on the additional estimates you received from other contractors, believe both companies are reputable. In our industry a requirement is to use line-item pricing, which means charges are based on the lineal or square foot not the job or market conditions. The pricing program is affective for insurance companies to determining actual costs vs. market conditions.
  >Our estimate was based on a scope prepared by your adjuster on what the insurance would pay for.
  >You played an active role doing work on the cleanup side as well, the initial clean up and flooring removed by yourself. You instructed us to not remove the lower cabinets as there were coverage concerns on whether the insurance would cover the lower and upper cabinet. It is your home, and we need to follow your instructions. At the time we could not confirm if it was dry.
  >Initially we submitted an estimate from your requested cabinet supplier, insurance did not accept, and we were asked to use line item pricing. We asked your supplier to revise but they did not think it was fair and refused, sometimes I agree but our estimates need to reflect the requirements of your policy as dictated by your adjuster. That is the main difference between the pricing supplied by our office.
  >Drying under tile can take longer, for which we extended drying time, I understand we were not successful in drying and ultimately removed the tile floor. 
  >On an insurance claim our estimate is based on pre-existing and is centered on the scope provided. Yes scopes and estimate can change once the adjusters and insurance company review, our hands are tied on this.
  

  We try to support our customers but have to move within the conditions accepted by your policy, or the person paying the bill. Yes, we continuously fight for upgrades and many a time we do it anyways; example paint all walls in the room rather than the affected one. This is done to better satisfy our customers. In your case you dealt with the final repairs directly and we no longer were involved. There is no gain for us to artificially lower pricing, anything we price as a company we are totally prepared to complete the work for pricing submitted. That work is based on the approved scope, your situation is unfortunate, we have no control over your policy on what is covered and what is not. We would assist you where we can but at this point not sure if there is anything we can do.  

  Thank you,

  *** ******

  VP Northern BC

  Customer Answer

  Date: 21/04/2025

   
  Complaint: 23182319
  
  I am rejecting this response because:
  

  Universal did not follow legal remediation guidelines. Flooring was only removed by us because Universal did not do so in a timely manner. ****** of Universal in ******* was the one to advise not to remove the cabinets and not to move forward with remediation after the fans and dehumidifiers were removed. This was sent via text on August 2. Insurance said this remediation should have been done by Universal immediately. Universal should have advised that they use line item pricing for cabinets and stuck to quoting both upper and lower as per the pairs clause. As it was, I recieved 3 separate scopes in the first 2 weeks, each slightly different. Two of them had the wrong cause of the flood, which I told Universal immediately. Each had a different amount of drywall in the scope. One left out drywall completely despite the fact that it had been reading wet for over 11 days and was puckered and peeling in places. I kept calling and texting, asking ****** to call me to discuss the scope and next steps and she kept replying that she would, but never did. After 4 weeks of no work being done after fan removal, and no communication except texting back that she would return my call, she said she would direct me to the general manager. This is extremely negligent.

  The main differences between your first and second quotes were that upper cabinets were removed from the quote, and much of the drywall, bathroom cabinet etc was taken out, despite your initial water readings indicating that they were wet too long to not be replaced. The fact that **** of Universal Terrace said that they could not do the repairs for the quoted price is ridiculous. Also how did Universal's assessment of the damages and ClaimsPro's assessment of the damages/what needed to be replaced differ so significantly? After trying to sort this out and scramble to find a way to repair the damages for the $54,000 Universal quoted the second time, ***** stopped replying both on phone and email. You cannot blame it on my policy because my policy includes full water damages up to 2 million. All the repairs should be fully covered. 

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

  

  Business Response

  Date: 26/04/2025

  Hi *********,

  Thank you for your note, please advise exactly what you are wanting us to do. It is difficult after the fact, as it is not a matter of simply adjusting or changing work completed. On a cost perspective, our rebuild quote is on an approved scope using an insurance approved pricing system. Our first estimate submitted as a quantum, adjusted through the process by reviews, work completed. Time frames can vary pending on existing work load and availability. There were many discussions through the course of the project with yourself, the adjuster and insurance company.  
  

  Flooring removal - Thank you for removing, I believe our crew did clean up the waste and dispose of same. There was discussion prior to removing.
  

  Cabinets Big part of the difference in the two Universal estimates was the cabinets. The rebuild estimate submitted included the uppers and lowers remove and replace.  As part of the guidelines, we used line items. At one point, the coverage only extended to the lowers adjusted to both uppers and lowers later in the claim. By not detaching under the emergency work was to leave you more options as insurance was figuring out what they will cover..
  

  Drywall Quantity of drywall to replace on our estimate increased after the new adjuster assigned.
  

  Timelines We do apologies for timelines, our goal is to shorten the reporting and administrative side. A few extra moving pieces with your claim.
  

  Thank you,

  ***

  UNIVERSAL RESTORQATIONS

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 23182319
  
  I am rejecting this response because:

  The kitchen cabinets should have been removed as part of the emergency services, since they did not dry. Drywall and flooring should also have been removed in a timely manner as per the legal guidelines for restoration. We should not have needed to do any of the remediation ourselves, and would not have if Universal had completed the work properly.

  Even with the change to the cabinets, it does not account for the $30,000 difference between the two quotes. Universal should not have changed the scope based on an assessment 3 months after the damage by an independent claims adjuster. If Universal determined that drywall and flooring needed to be replaced at the onset of the claim, based on the original damages, they should have stuck to that assessment. Drywall or flooring being dry at 3 months post does not negate permanent damage. If left to Universal, there would be a much higher chance of mould, which is not covered by the insurance, since they expect emergency services to prevent more damages. This is why there are national standards for restoration companies. These standards are not being upheld by Universal.  Attached are photos of behind the cabinets when we removed them, since Universal did not.
  

  Considering the amount of work we needed to do based on Universal's negligence, it would be fair for Universal to refund a portion of the amount paid for emergency services. Universal was paid $6,089.79. I would be willing to accept a 50% refund, despite the fact that it does not make up for all the work my partner and I had to complete. This would total $3,044.90 refunded via cash or cheque.
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 13/05/2025

  Hi *********,

  Jobs divided into two Categories, reconstruct and emergency. In your case, our reconstruct estimate did include removing the cabinets and 2 high drywall behind the cabinets. Our involvement ended when you settled with adjuster on the reconstruct portion of your claim. 
  If there is/was additional work you need to discuss that with your adjuster. If you like, we can approach them for you. Will need to keep specific to restoration repairing damage directly related to the flood. 
  I understand you are not happy with the settlement and feel it is our doing. Insurance companies require the contractor to follow guidelines in presenting estimates and completing work. I am sorry we cannot do anything about our charge rates and estimates allowances. The money you feel we owe you is part of the reconstruct estimate, which I believe you settled with your insurance company.
  
  Regards

  Ken 

  Universal Restoration Systems

   

  Customer Answer

  Date: 13/05/2025

   
  Complaint: 23182319
  
  I am rejecting this response because:

  I do not believe *** **** the previous response. I am speaking to the emergency work as stated above. I believe that a 50% refund for services is appropriate given the difficulties experienced and that Universal DID NOT follow the guidelines that they are supposed to follow. See above responses for all info.

  Sincerely,

  
  ********* ******

  

  Business Response

  Date: 15/05/2025

  Hi *********,
  Sorry if I am not explaining myself properly. Your initial request was for 30K as it was our responsibility to pay you a difference between our estimate and that we did not complete the emergency work. This adjusted to of the amount of our charges for doing the emergency because we did not remove cabinets and the drywall behind the cabinets.. 
  You are correct removing the cabinets and drywall behind is part of the emergency type work. Insurance type work requires allot of administrative work. With the issue around coverage on the cabinets, we thought it was in your best interest not to incur costs outside of insurance. After sorting the coverage issue and the final reconstruct estimate, the cost allowance to remove the cabinets and drywall was included on the reconstruct estimate and was part of the settlement directly with your adjuster.
  If there is anything outsides of the scope, emergency and reconstruct, you need to speak with your insurance company. 
  

  Thank you,

  ***

  Universal Restorations
  

  Customer Answer

  Date: 19/05/2025

   
  Complaint: 23182319
  
  I am rejecting this response because:
  

  The information is incorrect.

  I stated that 30K was the difference between your original quote of what work needed to be done to restore to previous condition and what you quoted the 'independent adjuster' with ClaimsPro. Universal then stated that they were unable to do the work needed for the amount quoted for ClaimsPro. This became a huge setback in my insurance case because there was no one in Terrace including Universal who could do the work to restore the damaged for 55K. Since Universal quoted that to insurance, that was all they would offer. Universal did not complete the emergency work, but also would not adhere to a given quote.

  I have asked for 3K because I know that Universal will not agree to pay out the true amount for work done on my part to rectify the situation they placed me in or the time spent by myself and my husband to do the work ourselves, since Universal's quote was so low that there was no way to have professionals come in to do most of the work. If I were to count the hours spent because of Universal's ineptitude, the amount owed would be $50/hr of my own worth x20 hours arguing with insurance per week x 4 months plus approximately 30 hours a week x 2 months of work for myself and my husband. Universal has cost myself and my husband a total of around 800 hours, equivalent to $40,000 of missed work at our salaries. Having Universal pay just $3000 is generous. If the math confuses you, I can find another way to explain it.

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