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:05/10/2024

  Type:Order 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.

  We engaged RestoKleen for a home improvement contract on 12/8/2023, covering bathroom remodeling, flooring, and painting. However, we have encountered the following grievances with the contractor:1) Excessive down payment: the contractor demanded $15,000 down payment, which exceeds the maximum allowable limit as per California law.2) Billing for incomplete or unfinished work: the contractor issued an invoice for services that were either not performed or left incomplete.3) Inflated Invoice Prices: the contractor invoiced unreasonably high prices for the work, surpassing both contractual rates and industry standards.4) Billing for unauthorized services: the contractor invoiced for services that were neither requested nor agreed upon.5) Commencement of construction without proper permits: the contractor initiated construction activities without obtaining the proper permits.Despite our repeated attempts to resolve these issues in good faith, the contractor has shown a lack of willingness to cooperate. Furthermore, they have resorted to threats of placing a lien on our property. We are now seeking assistance from BBB to address this matter.

  Business Response

  Date: 05/17/2024

  This response is submitted by RestoKleen USA, **** dba RestoKleen Restoration Services (RestoKleen) in connection with the complaint filed by ***************** (Claimant). The allegations made by the Claimant are not only baseless, but egregious. In fact, they are a retaliatory response to the demand for payment by RestoKleen. 
  RestoKleen is a licensed contractor. It offers Emergency Water Damage and Repair Services in the *********** area. RestoKleen is located in ************/********* 
  RestoKleens response to each loss claimed by the Claimant is as follows:
  Loss #1 - On Friday August 18, 2023, at approximately 5:00 PM, the Claimant contacted RestoKleen regarding a sewage intrusion issue that occurred inside their home (Subject Property). RestoKleen immediately dispatched its team to the Subject Property to address the Claimants concerns.The Claimant chose to file an insurance claim with her carrier. RestoKleen was authorized to communicate with the carrier and was able to obtain coverage for the loss claimed. RestoKleen was also able to successfully negotiate a settlement for the repairs to the Subject Property. Satisfied with RestoKleens services, Claimant chose to proceed with RestoKleen for the repairs.
  Loss #2 Around the same time, the Subject Property experienced the second loss from the upstairs washing machine. The Claimant contacted RestoKleen on August 28, 2023. Again, as previously, RestoKleen immediately arrived onsite and began mitigation. The Claimant chose to tender the claim for the second loss to the same carrier. In the meantime, RestoKleen was preparing in connection with the repairs arising from the first loss. While RestoKleen was eventually reimbursed by the carrier for the second loss, the $1,000 deductible which Claimant promised to pay RestoKleen, remains unpaid to date.
  Loss #3 and #4 Shortly thereafter, on September 12, 2023,and October 18, 2023, the Subject Property experienced additional issues in the downstairs bathroom caused by faulty pipes and the sewer. RestoKleen was dispatched to the Subject Property to mitigate the situation. It installed industry standard drying equipment. All services rendered by RestoKleen at all times were in compliance with industry standards, and to the Claimants satisfaction.   
  As it is customary for RestoKleen, it provided a line itemized repairs estimate to the Claimant, which was agreed to before signing off on the repairs work authorization. On December 8, 2023, the Claimant entered the Home Improvement Contract with RestoKleen. RestoKleen immediately commenced the work on the Subject Property. The parties agreed that the Claimant would make a substantial deposit toward the services, due to them being out of the country during the holidays and returning in mid-January. The Claimant knew the cost of the work that was going to be performed and even requested some additional work that was not pertaining to her losses, such as changing the flooring in the bedrooms and painting the bedrooms.
  Loss #5 Upon the Claimants return from vacation, she almost immediately contacted RestoKleen and asked to go onsite once more due to another sewage back up which occurred on January 16, 2024. The back up affected all new materials that were just cleaned, remediated, and installed by RestoKleen. This loss also affected the kitchen, both bedrooms, hallway, and hallway closet.  RestoKleen immediately proceeded with mitigation. It extracted, tore out the newly installed materials as well as all the other materials that were onsite but not yet installed.  After initial work was performed, the Claimant requested to stop all work so that they can resolve the matter with the plumbing company. RestoKleen agreed. 
  While RestoKleen continued to perform services for the Claimant, she continued to refuse to pay the $1,000 deductible in connection with the second loss.  
  At all times relevant hereto, RestoKleen performed its services in a professional manner. The Claimant does not dispute that RestoKleen provided remediation and repair services for the Subject Property,however, she refused to pay RestoKleen for its services.
  RestoKleen met with the Claimant on numerous occasions to discuss their concerns. To date however, the Claimant failed to identify any issues pertaining to the work performed so that RestoKleen could have an opportunity to cure as required by the applicable law and the Home Improvement Contract between RestoKleen and the Claimant. This is a fraudulent claim, since the Claimant has failed to identify if there are any issues that need to be addressed by RestoKleen.
  RestoKleen attempted to resolve this matter with the Claimant in an amicable manner, but the Claimant refused to engage. On the contrary, she chose to proceed with filing numerous unfounded complaints against RestoKleen to avoid paying for the services rendered.
  The Claimant is not entitled to a refund. The sum of $3,560 remains owed to RestoKleen.      

  Customer Answer

  Date: 09/20/2024

  Hi, I hope this message finds you well. I am writing to inform you that I have reached a settlement with Restokleen Restoration Services, and as a result, I would like to formally withdraw my complaint (complaint #********). Please let me know if any further steps or documentation are required from my side to finalize this process. Thank you for your assistance throughout this matter, and I appreciate your prompt attention to this request.