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:09/20/2023

  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 contacted this company first week in sept 2023 and spoke with the owner ******* Thomas. He sent someone out to do a moisture reading on the wall where rain was getting through, that I pointed out and did not find any moisture. A few days later the owner said he spoke with my insurance company and got an approval to start work. The owner sent his brother ****** and I pointed out the one wall where the damage was that I gave permission to cut and went upstairs to work. I came down stairs a few hours later and was shocked to find an additional wall that i did not authorize cut into on the opposite side of the damaged wall, a big hole in my ceiling that i did not auth or approve of, and my tile damaged. They were no where to be found. I went out side and their truck they had parked in my driveway was gone too. They decided to leave really quickly without telling me or my daughter that was home. They later said the other wall they also cut into had moisture. It did not. They cut into it to make the job a more lucrative pay. I asked for the readings they took since they claim they took pictures. The only picture they took is after they cut into my wall, they took a picture with the moisture reader, showing moisture levels. . They sprayed the inside beams on My wood with water to make moisture show on the reading. I have cameras all through my house. They also roamed to the other side of my house. They are very entitled people. They will not send me what the costs are, pics of the moisture readings before they cut into the wall that I did not auth and are ignoring all my calls and text messages. Once you sign the contract they get really aggressive and rude and stop responding. I only authorized the right wall. The owner ******* said one of his employees he first sent out was fired because he was too young and did not know what he was doing. Another one of his employees said there was never moisture found in the unauthorized wall they cut and assumed it was.

  

  Business Response

  Date: 05/20/2024

  Hello, we apologize for the confusion on this. We are glad to hear that the insurance company and us got this all resolved for you and no additional costs came out of your pocket. Your insurance company was a pleasure to work with on this matter.

• Initial Complaint

  Date:10/08/2022

  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.

  This company came to my house to when I had some minor water damage in 2019. It was a small amount of work for which my homeowners insurance paid them over $4000. This week (2 1/2) years later I was served with a lawsuit for almost $10,000 to which I have ************************************************** They never called me once to explain this or why this amount. I would like an apology and for them to drop the lawsuit with a promise not to refile it.

  

  Business Response

  Date: 10/15/2022

  Insurance would not pay out invoice in full for the mitigation and pack out we performed and have been trying to collect payment for years. In our contract, it states that the home owner is responsible for the payment. It is not our fault that your insurance company is being negligent and not wanting to pay us in full.

  Customer Answer

  Date: 10/17/2022

  The contract I signed states that the amount charged will be "in accordance with standard pricing for the industry".  My homeowners insurance company has and will pay the amount charged that is in accordance with industry standards.  The amount in the lawsuit is not.  This complaint reflects my experience as a customer of ********************** and their failure to call me to seek a solution instead of blind siding me with a lawsuit for something I thought was resolved.  Thomas's employee ****** told me that they don't reveal the cost of the work to the customer because it is so high it would shock them.  So, I was never told the cost of the work, or that they felt the payment from my insurance company was insufficient. 

  

  Business Response

  Date: 10/17/2022

  The only complaint is that the contract has not been settled up and paid for the work performed. Thomas Restoration completed all services and has been trying to collect payment for over 2 years. Nothing to do with the integrity of our work or invoice. We are already in a lawsuit with this customer for not being able to pay us. Let the court system decide who is in the right or wrong.

  Customer Answer

  Date: 10/18/2022

  You mischaracterize the facts.  You dealt exclusively with my insurance company.  I was never given any invoice.  I know that you accepted a payment from my insurance company, because they sent me an email with the details and they closed the claim.  Then 2 1/2 years later I received your lawsuit.  Years of trying to collect payment never included a letter in the mail, an email or a phone call to me.  We had no idea that you felt you were owed money.  You escalated this matter to the court system without giving me the courtesy of trying to resolve it in any other way.  We now have 20 days to try to figure out how you came up with this number that you say we owe.  This is a reflection of how you practice business and as your customer, I would like to have known that beforehand.