Complaints

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

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  Adams Disaster and Restoration Inc

  600 S 56th St Ste B-14 Chandler, AZ 85226-4206

  
• 

  Adams Disaster and Restoration Inc

  2120 E 6th St Ste 7 Tempe, AZ 85281-3081

  

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:02/13/2024

  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.

  This company has been bullying ** as customers and has been trying to get us to pay more money then we owe. We signed a TBD Work authorization and a Work order for Water mitigation. After the demoing we were unsatified with the company for numerous reason, main reason being lack of communcation and making me sleep next to a toliet. We were asked by our insurance to get an estimate for our rebuild side and it took them over 2 weeks for us to get it putting our project at our halt and causing us to have to extend our hotel. We decided to go with another company where they decided to tell us that we owe them over $10k as a cancellation fee. They never did any work for the rebuild side and we never approved anything. Their work has been completed for water mitigation and while trying to get our pack back for our belongings, they are now refusing to do so. They are telling us we owe them $18000 for the pack out even tho that should of been handled through our insurance. Im 33 weeks pregnant and have had the worse experience with this company. I have been trying to close this out between us and move on and they seem to be refusing. Ive called multiple times to try to recieve our items and not once was the pack out total mentioned to me. We had a total discrepancy for water mitigation where they were trying to get more money from us then what was paid by insurance. Now that we resolved this, they are refusing to give us our property back. This should of been sent to insurance a long time ago and they are the ones who have told us they have an open line of communication with our insurance. I'm due in 7 weeks and I've currently been living in an empty house with only a bed. Im trying to close this job out as I want to be prepared for my newborn but they dont seem to care and want to make this as difficult as possible with us. We are willing to pay them the water mitigation owed to them after we receive our property. I've given them multiple chances to tell me about it.

  

  Business Response

  Date: 02/14/2024

  To be perfectly clear, I think this is a complete misunderstanding between Adams, ****** and *****. We only charge what the insurance has approved hence why we only communicate to your insurance company for payment until we get confirmation from your insurance company that you have been paid for the work that we have completed. We do NOT bully customers, we only ask to be paid for the work that we completed as you were paid by your insurance company as it was confirmed by State Farm to *****. And to state that we are "bullying" ****** and her husband is completely false. They have cussed out multiple employees, been extremely hostile and rude in which I can state this as we heard this in the office as well as our phones being recorded. 

  The homeowner has also not paid their deductible to their contractor in which they are required to do as their insurance company will inform them as well. We understand their frustration and trying to work with them as best as we can, but I know that ******* spoke to you and your husband to come up with a for solution to this problem. We ultimately need to be paid for the work that you have been paid for that Adams has rendered. Once that is completed we are more than willing to bring your items back to your property. We are trying to make this process as smooth as possible for you, so we are unsure why you are not willing to work with us. Once we receive the check, we are more than capable enough to put you on the schedule to return your items that is stored in our warehouse. Maybe to compromise, due to ****** being far along in pregnancy, ***** (her husband) can come to our warehouse and we can have a meeting in person to discuss any and all issues that have transpired during the process. 

• Initial Complaint

  Date:09/21/2023

  Type:Customer Service 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.

  I am special needs and have been unable to use my shower facilities for over 3 months. The company keeps putting me off, promising a solution but rebuild has not happened. They have been paid by insurance company as well.

  

  Business Response

  Date: 11/15/2023

  This complaint was responded to back on 9/21/2023.

  Here is a copy of our response below: 

  We submitted a supplement for the custom-made handicap shower pan, as her insurance didn't give us enough money for the special order shower pan. We just spoke to ****** yesterday stating we're only waiting for her insurance to approve the shower pan so that we can move forward with the repairs. We have completed everything on the job besides the shower pan as we're waiting to get it approved, again as we stated to her yesterday. She calls into the office screaming, which we understand, but we have to wait to get approval from her insurance to move forward. We're trying everything we can, but it's in the hands of her insurance company at the moment.

  Since the response that was provided on 9/21/2023 (that doesn't sound like was received) there has been an update which is we are just waiting on the shower pan that needed to be special ordered (which we should be receiving today or tomorrow) and we are scheduled to install and complete the repairs this Friday.  

  Customer Answer

  Date: 11/15/2023

  Job remains unfinished! The business states that ****** calls to their business screaming! That is not possible as ****** is special needs and has the mentality equivalent to an 8yr old. We just want the job completed and we can go away!

  

  Business Response

  Date: 01/03/2024

  Adams D&R is currently working on getting the repairs completed at the property. The only punch line item that remains is the installation of the handicap rails, which is scheduled in the next few days to complete the project. 

• Initial Complaint

  Date:08/29/2023

  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.

  It all started in September 2021 with a sewer smell coming up through my kitchen sink, which then led to a plumber discovering toilet leakage under the tile floor. Over the last two years, ADR did the following damage to my home:nicked piece out of wall scratched bathroom mirror scratched dining table scratched 2 wall shelves lost wheel from TV cart broke leg off of couch tore weather stripping by all three doors broke/scratched 10 photo *******3 20x18 ******* ******* art print.broke candle left feces/cigarette butts in backyard/driveway lost broom lost spin mop broke (in 4 places) handmade necklace bought in ********* damaged with water a book I wrote a chapter in I had to pay several hundred dollars for cleaning and laundry assistance, after my house was left in shambles. (Some mistakes have been taken care of: ADR replaced a bathroom vanity they broke in half, they painted over some epoxy stuck on the walls, and they filled in a chip theyd nicked out of the bathtub.)And they replaced the flooring, which is still not satisfactory. The *** appears to be coming up around the plank edges.For the rest of the damages, they refuse to take responsibility.Finally, the sink sewer smell is not present every day, but it hasnt been fixed, either. I have to keep it plugged at all times.I have photos of all damages and would prefer to send the contract and photos by email, if possible. Thank you.

  

  Business Response

  Date: 11/15/2023

  This account should be resolved as Adams D&R has completed all work and the homeowner has paid the balance owed for the agreed amount for the rebuild services rendered.  As of 9/12/2023 this customer's file has been closed out as payment was paid in full on this date and therefore the repair work was also completed.  

• Initial Complaint

  Date:08/04/2023

  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.

  This restoration company was fired and did not complete work they billed for. My insurance paid them directly without any approval and they won't return my calls or take time to go over the items they did not complete. They also caused damage to other items in the home they need to pay for.

  

  Business Response

  Date: 08/08/2023

  The homeowner is furious that Adams D & R got paid directly for the services we completed and render. The email she sent threatening Adams stating that she filed a complaint with the insurance commissioner after her insurance company cut Adams D & R a check for the services we completed. Adams has been in business for over 20 years and wouldn't commit fraudulent activity to any insurance company. That is simply not realistic on any standpoint. We informed her that she can speak to her adjuster and they can explain to her why we got paid for what services we completed. It would be nearly impossible to speak to either her or her husband regarding the billing because they were extremally combative and not willing to listen.  Adams provided all necessary documentation, moisture readings, and demolitions pre and post photos that support our bill. During the mitigation phase, her husband chest bumped one of our water mitigation technicians and antagonized him while he was at the property, ultimately forcing him to leave after putting him in a harmful situation.  

  Customer Answer

  Date: 08/22/2023

  I am rejecting the business' response on complaint #******** as it is not factual.  We are not, nor have we ever been "furious" that Adams got paid directly.  My issue has always been the fact that they got paid without APPROVAL and they got paid for work they did not do.  I have tried to get them to go over the invoices with me but they will not return emails or calls.  I did not threaten them, but did file a complaint against Progressive with the insurance commissioner as they are also complicit.  As for them claiming because they've been in business for 20 years that they would not commit fraud, I have attached pages of complaints from Yelp stating exactly that against them.  Again, we have asked for a copy of what they got paid from and they have never provided it, the only invoices I received were from my insurance company after they'd been paid.  As for accusing my 5'3" husband, who has had 7 intestinal surgeries in the past 5 years, of chest bumping one of their technician is absolutely ludicrous - not to mention slander.  All I have asked is that they take the time to go over the billing with me, which they refuse to do.  I stand on my comment that they have committed insurance fraud. 
  
  ***********************

  

  Business Response

  Date: 08/22/2023

  As stated before, I will state again, we submitted everything over to her insurance company for reviewal and approval in regards to all of documentation, moisture readings, and demolition photos. We then got an approval on our Xactimate (all insurance carries use) with the supporting documentation and received a check for the work that was rendered and completed by Adams D & R. Again, its nearly impossible to discuss anything on the phone with this insured without being screamed at per our employees in the office. Actually, we are not slandering and stating anything that is false in regards to her husband being belligerent, screaming and chest bumping one of our technicians. Her husband assaulted one of our employees which in turn made him leave the job site. Which then after that transpired, her husband called us every hour demanding a manager to come to their house. Therefore, we had a manager go to their house to make sure everything was okay because of that incident. Our phone calls are recorded, and we have documentation of everything that happened. Adams D & R has done everything on our part, so if she has any questions, comments or concerns I believe it would be best she call her insurance company to discuss why they cut Adams a check for the work we did. 

   

  Customer Answer

  Date: 08/22/2023

  The insurance company will not go over this because we hired you directly.  I have never screamed at anyone in your company and ask again if you are willing to go over the billing as you were paid for work you did not complete.   You won't return my emails or phone calls.  Once again, I'm not sure why you or the insurance company cannot comprehend the difference between giving approval to pay direct and giving authorization to go ahead and pay.  It's not that complex.  If my husband did what you claimed, why was there no police report filed?  Why did you continue to work with us?  This makes no sense and I don't understand why your company cannot take the time to review billing with me.  

  Customer Answer

  Date: 10/05/2023

  Payment was made directly from my insurance company and I have no access to that information as they non-renewed me.  I have NEVER gotten a final bill from Adams, which is part of my complaint.  Maybe they could provide it to both of us?

• Initial Complaint

  Date:03/27/2023

  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.

  I had plumbing issues February 20th 2023 and Adams D& R company came and explained who they were. They assured me insurance will cover them doing the demolition as it comes with part of the water damage. They stated if insurance agreed to pay the plumbing, then theyll cover demolition and restoration as its part of water damage, it needed to get done to get into the plumbing. I trusted their words since everything was a breeze with the plumbing company. They then called me and told me 03/08/2023, okay for the reconstruction part, you need to pay your deductible to start the process. I paid $1035 as they stated would be my deductible; the only thing I was going to be responsible for. They then stated they will send an estimator 03/09 to get the pricing on the restoration so insurance pays and they can start. I then called them asking when will this be done, as I need my house back. They then told me they were waiting for my insurance to reply on estimate. 03/17 they called to tell me reconstruction was going to be 60k as insurance reached benefit *** and was not going to cover. I was dazed by all the stress I had already forgone with my plumbing, that I asked for a payment plan or assistance with applying for a loan. They said they will get with their boss and see if they could get me a discounted price, (they never got back to me). The week of the 20th they called me about a balance of 25k + 1k for the demolition portion and air testing, I was flabbergasted! I had been so stressed I was like okay well I need to make payments, then I remembered I was told this was going to be covered! I cried on the phone and asked rep why did they proceed with job without checking with insurance first. They stated it was my adjusters fault, per IICRC regulations in AZ they HAD to perform duties w/o an okay. Adjustor stated he has 3 clients, 4 now with me, that has had an issue with this company and now I dont have a livable home for my 2 kids and I. Please help.

  

  Business Response

  Date: 02/16/2024

  The insurance did in fact cover the claim, funds were in fact issued to ************** to pay Adams D&R for the services rendered.  The problem is that ************** had a limit for her claim, this is an issue between ************** and her insurance company, Stillwater, as Adams D&R would have never been aware of the policy limits or policy cap as we are not privy to that information.  ************** is responsible for the decision of the homeowners policy she chose with her insurance company, Stillwater, not Adams.  Both parties that would have been aware of this concern, ************** and **********, failed to inform Adams D&R of the policy cap/limitations, as if that were the case and we were informed of this knowledge we would not have ended up in this situation, we would have never proceeded with performing services that we could possibly have issues getting payment for.  Regardless, payment was in fact issued to ************** for around $15,000 as that was her policy *** and she decided to use the funds that were to be used to pay us to pay the plumbing company, Elite Plumbing & Rooter instead as the insurance company does not pay for the plumbing repair itself, they pay for the secondary damages that were caused by the plumbing leak/issue which was the water mitigation and demolition services provided by Adams D&R.  Adams D&R provided ************** with the reduced cash price due to our willingness to want to work with her for however she was extremely rude and stated she will not be paying us. We will be submitting ************** file to our legal counsel to handle from here on out as she currently owes us over $25,000 and to date and we have yet to receive any sort of good faith payment or acknowledgement from ************** wanting to make some sort of plan towards getting this resolved. 

• Initial Complaint

  Date:11/09/2022

  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.

  In between March or April, we had a pipe break in one bathroom which caused a leakage to accumulate and caused the bathroom ceiling to comedown which damaged the walls and cabinets of the bathroom. We initially contacted a company by the name of Restoration and repair and contracted them to ***** and repair damage. However, Due to lack in communication we decided to terminate that contract and enter into a new agreement with Adams D&R to help submit claims to our insurance and rebuild the bathroom. While the claim was being submitted Adams came out to tear down our walls and entire bathrooms. Our insurance company approved that claim and issued a check to rebuild that bathroom. We gave the check of $5,895.00 to Adams D&R in June and our claims adjuster confirmed that the check was cashed on June 3rd. At first, Adams D&R made arrangements to have someone come out to begin the job, but that person cancelled the appointment the first time then lied the second time when he said he would come out. Since then, we havent received further communication from anyone to come and finish the job. Presently, Adams D&R claims to have no knowledge of such incident or having cashed the check. They claim to have some sort of confusion because we had to file a new claim with the insurance company due to damage we later found in the other bathrooms. There are two claims, the first one happened in March or April of 2022 and the second one happened in June of 2022 we let Adams know and again they tore down our entire kitchen and second bathroom. We recently found out that the insurance approved the second claim and now Adams D&R keeps calling us and asking us to sign new consent forms in order for them to collect the second check. We dont want to continue working with them because so far they have been very unprofessional and cant seem to give us any solutions. We would like Adams D&R return the check and arrange a final bill to close out that contract. There is so much more.

  

  Business Response

  Date: 01/23/2024

  We are in need of clarification as to what the homeowner is requesting?  The homeowner owes Adams D&R thousands of dollars, so I am extremely confused as to why he believes he is owed a refund. We are more than willing and wanting to get this resolved and if the homeowner is in fact owed a refund then we would have no problem providing one, however I show that if anything the homeowner owes Adams D&R money. Please provide further information/clarification/details as the complaint does not make any sense. 

  
  

  *********************** Reconstruction Administrator Manager & ******************** Manager

• Initial Complaint

  Date:11/08/2022

  Type:Order Issues
  Status:

  UnpursuableMore 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.

  A leak occurred on July 13th. The plumber we called said we required a D&R company and immediately called in ****'s D&R. They then proceeded to put dryers in the bathroom and garage where the leak had been. They would show up unannounced and also no-show on scheduled times. They required a contract be signed up front saying that if I went with any other reconstruction company I owed them $500. Within less than a week of Aug 5 they had ripped out the bathroom. They required the rebuild price be paid in advance of work. On Oct 3 they required that I pay them the total $2391 for replacement of tub and surround. They then scheduled an appointment for the drywall, one for the tub, there have been three days counting today 11/8 where ************ was supposed to be installed and the shower returned to usable. That's 6 days so far that I've had to take off work if you count the day of tub removal and the bathroom is still not usable. I have had a renter without a shower since second week of August.

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 April 20 2022 at 9AM I contacted ********************* about a leaking water heater.The person I talked to said they would someone over as soon as possible. An hour or so later, 2 men arrived, verified the water tank was leaking and asked me if I had insurance.The men started working, disconnected & drained the tank. They borrowed a hose and hand truck to move the tank, and had to go to the store to get hardware to cap off the gas lines.Periodically over the next 4 days the men would come check on the humidity levels and then leave again.After 4 days, a different man came over with a new tank, installed it, and took the old tank away for disposal.Several days later I received an invoice from ********************* for $1,900, and several days after that I recevied a second, separate invoice from Adams D&R for an ADDITIONAL $1,957.52.My concerns:1. I was not aware until I received 2 invoices that there were 2 different companies involved 2. Nobody from ********************* told me they were going to contact a separate company to do any work. This should have been explained & communicated clearly before any work was started 3. The only service I requested was to fix the leaking water heater. I did not ask for or (to the best of my recollection) authorize 4 extra days of mitigation work for "dehumidifying". I am elderly, hard of hearing and almost completely blind and feel like I was taken advantage of.4. The individual services listed on the itemized Adams D&R invoice I received seem excessive and fraudulent, and do not match the work I observed being done 5. Adams D&R is being very aggressive calling and harassing me Since I was not aware Adams D&R was doing extra work I did not request, I would like to ask for help to get the $1,000 I paid them returned, and to have them stop calling me.

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  I called and used Adams at the recommendation of a plumber, I had a leak in my kitchen. Adams removed cabinets and dried out my kitchen as request and were paid in full by my insurance company. They also let me know that they could replace all my cabinets. When it came time to start that process, it turned out that they could not really do that and they would have to sub everything out. At this point, I had already paid them deposits to for the future work. When I decided that they were not able to do the work as it was sold to me, I asked for a refund. This request was made by email on 6/10/22. I have called a few times each month making the request to have my funds returned. They even called to collect payment on a temporary sink. I told them that I would not make any payments until they returned my funds and if they wanted to payment, they could take it out of those funds and return the rest. They have pulled the funds for this sink but have not returned my funds. I called them again today to inform them that I need my refund or I would seek legal advice to collect these funds, interest, and damages. I emailed to confirm these details.