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:02/07/2025

  Type:Order 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.

  Date: September-October 2024 In August 2024, we experienced a water leak in our kitchen. We engaged Green Planet Restoration to address the water damage, and our insurance company, *****************, issued full payment to Green Planet for the water mitigation. Green Planet provided a free estimate for the kitchen reconstruction, as advertised online, and we decided to proceed with them.However, after four weeks of back-and-forth between Green Planet and our insurance company, the only progress made was the application of drywall, completed two days before we decided to terminate their services. At that time, there was no approved estimate or scope of work from our insurance company.I contacted ***** our representative at Green Planet, who was upset about our decision to move on. She claimed we owed 20% of the approved estimate, but to my knowledge, no such estimate existed. I requested the contract my husband signed, but it was never provided.On November 4, 2024, we received three invoices from Green Planet with significantly different amounts: $3,000, $1,721, and $971.09. Despite consistent communication, the company failed to explain the charges, which did not align with the work completed.On January 6, 2025, we received an email from Green Planet stating their intention to file a pre-lien on our property. I contacted them to resolve the issue, but the conversation was unprofessional, with representatives yelling and attempting to justify their position. Green Planet requested an email detailing the estimate and line items in question. Upon receipt of those line items, Green Planet was not satisfied with the estimate that landed around $151. Their representative *****, stated that they wpuld not accept anything less than $500. When asked to prove what the $500 was for, they failed to provide that ************** this point, Green Planet is stating that they plan to take us to small claims court to collect the $971.09.

  

  Business Response

  Date: 03/06/2025

  1.? ?Project Timeline & Scope of Work
  In early September 2024, we began discussions with Mr. ******* regarding water damage restoration and kitchen reconstruction.
  A meeting was scheduled for September 4 with our project manager, ***** which only Mr. ******* attended.
  During this meeting, **** reviewed the scope of work with Mr. ******* and explained the process of preparing a detailed estimate.
  Creating an xactimate is a time-intensive process that requires thorough documentation and negotiation with the insurance company.
  Mr. ******* understood this and agreed to proceed.
  The xactimate took approximately 14 hours to complete due to the complexity of the claim, which included additional work requested by the clients beyond what was initially approved by the insurance (e.g., full kitchen cabinet replacement and extended house painting).
  
  2.? ?Insurance Negotiation & Approval Process
  As we explained to Mr. ******** the insurance approval process can take time. Our priority was to ensure that ***************** approved the full scope of work before proceeding with major construction.
  The complainants claim that no approved estimate existed. However, it is important to clarify that negotiations were ongoing, and delays resulted from the necessary back-and-forth with the insurance provider, as requested by the clients.
  
  3.? ?Work Completed & Invoicing
  Despite the delays in insurance approval, we completed work on-site, including drywall installation in the kitchen, multiple site visits (two trips by the project manager, each requiring four hours of traveltotaling eight hours), and providing flooring samples. The invoices issued reflect the work performed and associated costs.
  The complainants received three invoices with different amounts because we made adjustments to accommodate their requests. The final invoice of $971.09 was a reduced amount agreed upon in good faith to close the matter.
  Regarding the 20% charge mentioned by Ms. ******** this appears to be a misunderstanding. Our project manager explained that the estimate included standard overhead and profit percentages (10% each)which are standard industry costs in insurance-funded projects.
  
  4.? ?Communication & Dispute Resolution
  **** maintained regular communication with the complainants throughout the process. Ms. ******* frequently called to check on progress and expressed urgency in completing the work. However, as explained, we could not begin full reconstruction without insurance approval, particularly since the clients requested additional work beyond the initial approval.
  **************** informed us of their decision to terminate our services, the conversation became tense. To ensure professionalism, the matter was escalated to our representative, *****, who attempted to mediate a resolution.
  We ultimately agreed to reduce the invoice to accommodate the complainants, yet they continued to dispute the final payment.
  
  5.? ?Final Resolution
  Despite the time and effort invested in this project, we remain open to reaching a fair resolution. However, it is important to note that services were rendered, and we are entitled to payment for the work completed.
  The pre-lien notice was issued in accordance with standard legal procedures for unpaid invoices. We have made multiple efforts to resolve this matter amicably and would prefer to avoid further legal action. However, we must protect our business interests.

• Initial Complaint

  Date:06/28/2024

  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.

  I will caution anyone about this company. Our home was hit by water damage. This company came out immediately began doing a significant amount of repairs without authorization against my judgement and as a single female I found myself suddenly surrounded by a large number of male contractors removing contents of my home. They proceeded to remove my personal belongings and did a sizeable amount of work without explaining anything and shoveling contracts down my throat. Following this, I filed an insurance claim and their representative did a report that caused the entire claim to be denied. They created about 160k worth of damage and took off with the entire content of the house and placed it into a storage unit in *********** 3 days later I got a notice of lien. This went very fast and clearly they have done this many times before. BE VERY CAREFUL with this company, they will do extremely unethical and extremely dangerous activity with your property and if you do not pay or you do not get insurance approval they will file a mechanical lien against your property. This is a VERY dangerous company!! I plan to file a report with the CA state department of insurance and their licensing agency. Strongly advise anyone to be extremely cautious of this specific agency. RUN DO NOT WALK!!!! Our reps were ********************** and ***** followed by the owner TOMER extremely shady people - total scammers!! I assume if you have water damage and insurance you own property - do not ever work with green planet!!

  

  Business Response

  Date: 07/02/2024

  The situation at hand involves a customer pushing us to proceed with a job without insurance authorization. Evidence surfaced during an insurance investigation with the *** revealing long-term damage on the property that was not disclosed to Green Planet Restoration as required. Despite our communication with the customer, they are now expecting us to complete the job for free.
  During water damage projects, it is standard practice to mitigate all damages appropriately according to IICRC standards, unless the customer specifies otherwise. We were hired legally to perform this work and cannot be held liable for insurance denial when crucial information is being withheld by the customer for their own benefit.
  In light of these circumstances, we have decided to take legal action by hiring an attorney to address this matter. It is important to protect our business interests and uphold our rights in situations where customers fail to cooperate or disclose vital information.
  Maintaining thorough documentation of all communications and supporting evidence is essential in such cases. This will serve as valuable documentation should legal proceedings ensue.