Complaints

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

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Gateway Restoration LLC has 3 locations, listed below.

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  Gateway Restoration LLC

  7257 S Atwood Ste 105 Mesa, AZ 85212-5509

  
• 

  Gateway Restoration LLC

  2301 S Stearman Dr Ste 4 Chandler, AZ 85286-2268

  
• 

  Gateway Restoration LLC

  7931 E Pecos Rd Ste 198 Mesa, AZ 85212-6510

  

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:09/07/2022

  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.

  I hired Gateway Restoration to help with a restoration at my home in early April 2022. They initially stated that they would for sure complete renovations absolutely no later than July 15 2022 and that is the date I provided to my insurance company and the amount of time they provided housing. Scope of work was redoing both bathrooms (1/2 bath was functioning, but no way to shower) and replace drywall + paint half of living room. Gateway did not finish by this time and in fact there are still some punch list issues they're having to come complete as of September 7. I was living in my home with construction going on for several weeks including in my bedroom. In addition to all this, and the complaint I'm looking for resolution on, is they mis measured a critical component of the construction which led to much of the hold up (shower pan didn't fit plumbing). They had to hire a plumber to come move some of the existing plumbing due to this mistake measuring on their end and they tried to charge me for it. I refused since it was their error and their response was that if I didn't pay, I'd have to work with insurance to get it covered and that would push the timeline out to September due to their scheduling constraints. They offered to split the charge and I agreed under duress due to not being able to live for another 3 months in a construction zone. I tried to discuss with them again and find a compromise after work was completed before paying the invoice, but they threatened collections, so I paid the invoice (minus a reimbursement they owed anyway for lighting - I anticipate this may be cited as a compromise, but is in fact reimbursement owed anyway), but would like to work toward a resolution - ideally including some kind of penalty for breach of agreed upon timeline but at a minimum, reimbursement for plumbing costs paid out of pocket due to their mistake.

  

  Business Response

  Date: 09/07/2022

  Hello ****,

  Thank you for your feedback.  We can only grow and change when we know about issues and your complaint helps us to get better at what we do.  Thank you for the conversations today.  I am grateful that we were able to rectify the situation.  We wish you the best of luck and appreciate working with you.  

   

  Gateway Restoration

  Customer Answer

  Date: 09/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  I'm not sure this is possible, but if so, I'd be happy to have this complaint removed and not display on the company BBB listing. My complaint was resolved in an extremely professional and timely manner and I think the owner will make sure that his manager has better training so this doesn't happen again. I'd rather not disrupt their reputation given the fact he's made such a good effort at resolving.

  
  Regards,
  
  *******************
  
   

  
  

• Initial Complaint

  Date:08/08/2022

  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.

  Gateway Restoration came out to help with a flood in our bathroom back in January of 2022. They tore out the carpet in living area, demoed half of the bathroom, and demoed the wall in dining area. Once we received the check from our insurance company we paid them half to start the work of $3,244.12 on April 15th. They Started off very communicative and they completed some of the job which was replacing the carpet in the downstairs living area and closet, put wall back in closet leading to bathroom and also put wall back in dining area. Once we got to the bathroom portion they couldnt get us on the schedule in April or but towards the end of May after nearly 5 weeks have many phone calls and emails they said they couldnt match the tile. Im not sure whY that wasnt discovered months earlier. After many calls gateway asked if I could help getting their supplement approved through insurance, which I did. That wasnt enough because its August and we Have been without a bathroom for 7 months, were a family 6 and have been operating with 1.5 baths. This has taken a toll on my mental health, my relationship with my wife, sister, and mother. Im expecting Gateway to let me out of the contract and refund me any money that is due to us because of the lack of communication, failure to complete the job and for their less than ethical business practices. We feel like we were taken advantage of and in the process we have lost valuable time with friends, family, and our relationships have been jeopardized by this experience.