Complaints

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  Restoration 1

  704 Arrawanna St Colorado Springs, CO 80909-5236

  
• 

  Restoration 1

  2276 Manatt Ct Apt B6 Castle Rock, CO 80104-4215

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:04/22/2025

  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.

  To Whom It May concern, On approximately February 12th We entered into an agreement with ***** of RESTORATION 1 in **************** to perform the rebuild side of a flooded town home at ******************. Soon after a conversation about getting the unit ready for the market I went to the showroom and materials were selected.February 16th the requested $15,190.20 was paid. It was made clear soon after that the project would hopefully be finished by May 1st. Today is Tuesday April 22nd. The materials that can be shown to me are are : drywall installed and the unit 90% painted. We are now allowing a May 15th deadline, with still no confirmation of written schedule, this has been requested via text and can be proven since early March. No confirmation or proof of materials can be provided, no line item estimate, no confirmation or documentation of what products are being ordered communication by ***** has been absolutely horrific and has caused health issues for the ********* this point in time I do not have any faith that this contractor will come through and I'm curious any advice you have. I have been asking for things since February, little work has been done and I have no written schedule. Work has not been done in our unit for at least 3 days and ***** has nothing to offer for reassurance. Actually he's asking for an additional 5 to $8,000 to stay on any sort of schedule. My hands feel handcuffed and I'm not sure what to do. I have text and email documentation of most of the above, at this point I want the contractor to finish their job and get out of our home so we can proceed with putting it on the market as stated since Feb. We are paying water, sewer, HOA fees every month. Any assistance or advice you have or leverage with this business would be greatly appreciated. This is causing a large amount of stress in my life right now and I don't know how to resolve anything with this unprofessional individual and don't feel comfortable giving him more money.

  

  Business Response

  Date: 04/28/2025

  We have already resolved with Her husband and there was no issues and they had to pay deposit on change order and we agreed to schedule.  

• Initial Complaint

  Date:04/06/2025

  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.

  Signed up for the restoration project on 5/28/2024, due to a dishwasher leak (found on 5/20/2024, when returning from **) that caused the hardwood floor to warp around the island, island cabinets began to mold (besides in the dishwasher), water into the ceiling of the bedroom below, which they took down to the studs.The best I can figure out on the amount paid to them by American Family Ins. was $40,189.77, between checks that went directly to them. Two insurance checks totaling $15,102.39 were sent to us and we had to make payments, on their portal, which both totaled $15,715.40, with a net difference of $613.01 in their favor.We don't have any breakdowns of anything from Restoration 1. I only have records of their cabinet estimate ($9,850) and then everything else, which includes walls, ceiling and flooring ($17,602.39). These two estimates total $27,452.39, so in my opinion, it looks like the insurance company was overcharged.They would be pretty much done, but we have two island panels that are different colors and they made several (not timely) attempts at fixing this and were still working on it. The owner, *****, had said that they were close and ready on 2/26/2025, but said he would send me pictures the next day and get it handled. No pictures and no word from them since and I'm sick of calling him every week only to keep getting excuses. It's getting close to a year now, which is ridiculous. All I want is this little bit left to be finished and done with.

  

  Business Response

  Date: 04/21/2025

  We appreciate the opportunity to respond and apologize for the frustration this has caused. The project was signed on 5/28/24 due to a dishwasher leak, and all insurance-approved work including mitigation, demo, flooring, drywall, and cabinetry has been completed.
  The only remaining item is the two back panels on the kitchen island. We attempted a quick install with available material, but the color didnt match. We now have a better match, but this portion hasnt been approved by the insurance carrier yet. The plywood costs approx. $125/sheet, and as is standard, weve been waiting for coverage confirmation.
  That said, were committed to finishing this without further delay and will install the panels within 710 business days. Were also happy to provide a full breakdown of all work and insurance funds applied. We apologize for the delay and communication gaps and are working to make it right.
  Sincerely,

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will be pleasantly surprised if they follow through within the 7-10 from now as stated.

  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:12/17/2024

  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.

  We hired Restoration 1 after our basement was flooded by Pueblo Metro Water to clean up and restore our finished basement. It took almost a year for the work to be completed. We are missing boxes of our items, a **** ***** ornament, several vintage cans of antiseptic in the bath room, a snowman, a parrot that sits in a metal hoop. The refrigerator door has been broken. The floor is not level and the guy who took care of all of this knew the floor wasn't level but wanted to charge us more to level it out before the vinyl flooring went in. The guys putting the tile in the shower kept leaving by a basement window, I called several times to stop it. The granite counter top in the kitchen was not sealed! I now have a stain on it from a ceramic crock I was using to make sauerkraut. The crock slowly leaked onto the countertop staining it. The crock had hairline cracks that weren't there before.I found items stored in the ejector pump room that should have been stored at their site. I am missing a crock used to make pickles/sauerkraut that my grandparents had, one crock has been broken with a hairline crack.We have had so many problems, my husband and I have called many times over several months only to be ignored. I would like my items back and everything made like it was before the damage like they promised.

  

  Business Response

  Date: 12/17/2024

  We can look into the items that youre claiming as far as being damaged for Content and whether that was put on your non-salvageable list .

  Talking about a floor being charged be an added for leveler when your water damage doesnt cause your floor to be unlevel in a basement is unreasonable. Insurance or pay for the damage do not pay to fix items that are not damaged during the water issue.  If a person ask you if you want to pay for leveler so they could make it look better than what it was before then thats a reasonable request on the flooring from the people. 

  Unfortunately you have not called our office recently. Theres been zero messages being received by you from an email or calling the office in the last several months. There is new management in place from a couple things that happened during that timeframe because of things just like what you were claiming from a communication perspective And a timeframe perspective. 

  Unfortunately, this process does take a long time because for approvals through the insurance and whoevers paying for it because we are not the bank. Those things have to be approved and paid before progress is made. 

  What Im wondering about is why Sign a COC stating completed and satisfied if you were not, and then bringing it up a year later. We can help you document more items to get recovered by the insurance company, but this is not something we refund because youre unhappy with the timeframe or youre unhappy because of floor leveler that has nothing to do with your house being recovered to its original state. 

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22700025
  
  I am rejecting this response because:

  There was carpet originally on the floor.  The carpet was removed and vinyl planking was installed on the concrete.  The concrete was unlevel but Restoration 1 would only make it level if we paid for it.  They knew it was unlevel to begin with.

  There haven't been any calls lately because they go to voice mail or are unanswered.  
  

  ******** ***** knows how many times we called.  The last time we actually got hold of the guy in charge of restoring our basement was last summer.  He said he would try to get by to look at the broken refrigerator door, he never showed up.  We  got tired of calling and getting a full mailbox, or leaving a message on his voicemail or leaving a message with ********, which is exactly what they are hoping for.  
  

  It hasn't been a year from signing the contract.   They knew of the problems and assured us they would be taken care of if we just signed the finished contract.  Big mistake on our part thinking they were honest and would keep up their part of the deal we shook on.

  The response from Restoration 1 makes no sense.
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 02/12/2025

  .We understand your continued frustration with the restoration process and apologize for the inconvenience this has caused. We value you as a customer and want to ensure that we address all your concerns as quickly as possible.
  We would like to respond to the specific issues raised in your complaint:
  Missing Vacuum and Cleaner: We understand you were upset about the vacuum and cleaner not being salvaged during the restoration. While we do our best to take proper care of all items, some personal property may not have been covered under the restoration agreement. We recommend reviewing the terms of your insurance policy, as its possible that these items may be reimbursable through your insurance company. If you'd like, we can assist you in understanding how to proceed with your insurance claim. We don't handle replacing non salvage items your responsible for that directly through the insurance company.
  Crock/Pot Items: Regarding the missing crock and related items, we appreciate your patience. Based on the photos we reviewed, we believe these items may be in boxes 123, 124, 127, 128, and 129. We hope that you are able to locate the items you are searching for within these boxes. If any items are still missing after reviewing them, please let us know, and we will continue to investigate further.
  We sincerely apologize for any inconvenience these issues have caused and assure you that we are committed to ensuring the final resolution of your restoration project. Should you need any further assistance or clarification, please dont hesitate to reach out.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22700025
  
  I am rejecting this response because:

  The refrigerator door is still broken, and the refrigerator is not level on the kitchen floor.  I have found most items except a crock.  One crock was damaged with a small crack that couldn't be seen.  When I made sauerkraut in that crock, leaked fluid onto the countertop.  The countertops were not sealed, so this fluid seeped into the countertop and caused a dark stain.  I lost the entire batch of sauerkraut.  That may not seem like much to you, but it is to us.

  An antique bowl from a pitcher and bowl set that belonged to my grandma was broken.  This bowl made a trip on a wagon from ******** to ******** in the early 1900's, it has been moved a few times with no damage.  The bowl is now broken because a heavy object was placed inside the bowl when it was packed.  
  

  The floor is so unlevel that I have to put shims under my shelving units to make them stable.  
  

  
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 03/10/2025

  
  First and foremost, we want to assure you that our team worked diligently to restore your basement following the flooding caused by Pueblo Metro Water. While the restoration process took longer than anticipated, this was due to the complexity of the damage and the necessary remediation steps. We understand that delays can be frustrating, and we sincerely apologize for the inconvenience. Also because of insurance company delays . 
  Regarding the issue of the floor, we would like to clarify that we are contracted to restore your property to its original state prior to the flooding, rather than making any structural changes. We did not agree to level the floor as part of our scope of work, and as such, any leveling of the floor was not part of the contracted services.
  As for the missing or damaged items, we followed the industry-standard procedure for inventorying and handling non-salvageable items. We sincerely regret that some of your belongings, including the **** ***** ornament, vintage cans, snowman, and parrot, are no longer in your possession. While every effort was made to preserve your items, some items were unfortunately lost due to the severity of the flooding or were deemed non-salvageable.
  We also acknowledge your concerns about the granite countertop and the failure to seal it properly. Sealing the granite is also not part of scope of work and also depends what kind of granite and what you spilled on it. We apologize for this oversight, which led to the stain caused by the crock.
  Lastly, we apologize for any confusion regarding the storage of items in the ejector pump room. These items should have been stored in a secure location, and we will investigate this matter further to ensure it does not happen again.
  We understand your frustration and are committed to resolving these issues.

  We know the insurance company is responsible for all personal property is damaged during flooding causing to be non salvaged. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22700025
  
  I am rejecting this response because:

  The granite counter top should have been sealed when it was installed or you should have let us know that it wasn't sealed.  I now have a stained counter top.  I want reimbursed for the broken antique pitcher and bowl set, the broken crock plus whatever I need to do to get the stain out of the counter top and get it sealed. You still haven't addressed the broken refrigerator door!  Either get the door fixed or replace the refrigerator and level it.  We were told several times that someone would come look at the door to see how it could be fixed, no one ever showed up.  

  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:11/20/2024

  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.

  Restoration 1 was contracted to mitigate/repair damage from leaking dishwasher in our home. The leak happened in April 2024 and mitigation was quick. Estimate of work to repair damage came in May 2024 and was sent to insurance. I signed the rebuild contract on 5/20/24. The insurance took long to pay out for the quotes Restoration 1 provided. The main issue was agreement on profit and overhead. Eventually, insurance agreed and paid out the remainder of the claim on 7/25/24. On 8/7/24, Restoration 1 confirmed rebuild schedule. I asked multiple questions about flooring estimate and confirmed flooring choice on 8/20 with **** (project manager) and direct office. I heard nothing about the order and checked in multiple times on 8/23, 8/23, 8/26, 8/29. I was told on 9/4, they would purchase the flooring. They never did as confirmed by the flooring store POC.Drywall showed up and completed job on 9/12. Plumber, *********, and ******* never showed up on their dates. We called the office multiple times to check in including to confirm LVP install on 9/17 per schedule. We were told on 9/17, flooring wouldn't be installed due to issues with the project team and the entire schedule would need to be reworked (attached). We had to wait multiple days to get the new schedule on 9/25. LVP install would now occur on 10/7 and 10/8. When install occurred, they ran out and had to order more. Floor wasn't finished until 10/17.Per ***** (owner)'s **, ****** *****, instructions, I asked for a discount via email due to multiple delays and poor communication. On 11/1, ****** confirmed ***** agreed to a $3,000 credit. I agreed and paid it. Now in mid November, Restoration 1 is claiming the credit should be $300 not $3000 but I have email and invoice documenting $3000. I also owe them for pack out but their numbers are wrong and asking for more. I want my credit honored and to only pay what I owe in alignment with insurance payout and the credit. Total owed from me should be $467.50.

  

  Business Response

  Date: 02/12/2025

  Thank you for your patience and for bringing these concerns to our attention. We understand the frustration caused by the delays and miscommunications throughout the project.
  Regarding the $3,000 credit, there seems to have been a misunderstanding by ****** which i corrected and responded about the next day. . While there was an initial conversation about this amount, we want to clarify that the credit was not meant to be the figure. The job was completed in full, and the delays were primarily caused by issues related to the materials you selected, which impacted the timeline. As such, we offered a discount to account for the inconvenience caused by the delays, but it is important to note that these delays were not caused by our teams actions.
  After careful consideration, we believe a reduced credit amount is a more reasonable reflection of the circumstances. We are committed to ensuring that the final balance is fair, taking into account the completion of the job and the delays that were not our responsibility.
  As for the pack-out charges, we will ensure that the figures align with the insurance payout, and we are happy to address any discrepancies with that as well.
  Please let us know if you have any further questions, and we will work to resolve this promptly.

  Customer Answer

  Date: 03/11/2025

   Complaint: 22581873
  
  I am rejecting this response. They state that ******, ******* **, made a mistake with the $3,000 credit and claim they corrected the situation the next day. I contacted ****** on November 1, 2024 to ask for a credit because of the multiple delays and poor communication. ****** stated she needed the request in writing to provide to *****, the owner, so we submitted it. ****** responds back ***** agreed to the $3,000 credit. The final invoice was sent reflecting the $3,000 credit. On November 5, 2024, *******, confirms final receipt and payment received. Then two weeks later I am told I owe more.

  The business response about the delays being caused primarily by issues related to the materials we selected is also inaccurate. We told the business well in advance that our chosen flooring would have a 5-7 day lead time; however, responses went unanswered for weeks from the project manager, ****, and front office took too long to respond.

  Almost two weeks go by and ****** from Simply Floors reaches out to me and states she hasn't received an order from Restoration One. We then reach out again on September 15th to ****** for an update. We call multiple times on September 15th - September 17th to get an update on why contractors are not showing up and why flooring hasn't been ordered yet. We also e-mail ****** directly.

  On September 17th, this is when Restoration One stated our entire rebuild schedule needed to be reworked. On September 20th, this is when our flooring choice is finally confirmed with Restoration One. On September 25th is when ****** confirms new rebuild schedule and flooring is set to be installed on October 7th and October 8th. Flooring is ordered but on October 7th and 8th, they run out of flooring. I follow up on October 18th, the additional flooring is still not in. On October 21st is when the final flooring is installed and finished.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 22581873
  
  I am rejecting this response because I have provided the copies of e-mails, schedules, etc. that support my side twice already. The delays were not because of our flooring choice. The business failed to order the flooring after we questioned and checked in multiple times. When the first rebuild schedule wasn't met, we were told the rebuild team was going through changes and to be patient. This took multiple weeks and the rebuild schedule had to be adjusted. Then when the flooring was finally ordered, your team didn't order enough. So, more had to be ordered. We had stated from the very beginning that the flooring had a 5-7 day lead time and even had the flooring salesperson reach out multiple times to the project manager and front office to get the order.

  Also, the e-mails and documentation demonstrate that ****** got confirmation from the owner that we would be given a $3,000 credit. You claim that this was in error, which was corrected immediately the next day. We never heard that after we paid our final bill. We only heard anything when the packout became due and the business reviewed the numbers and saw they were going to lose money on the deal and wanted to change it to $300. We want our remaining $2,700 returned to us. You should honor what you promised, especially for the poor service and communication provided to a returning customer.

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/02/2025

  Thank you for reaching out to us. We understand your concerns and would like to clarify the situation regarding the job performed.
  We completed the project as per the full scope of work, delivering 100% of the services agreed upon. Additionally, we offered a discount, which resulted in the amount you paid being less than the original estimate provided by the insurance company. The products used in your project are exactly what was requested, and we ensured that they met the agreed-upon specifications.
  We would also like to note that the flooring selected was not a stock item, which may have influenced the timeline. We apologize for any confusion caused by these factors.
  Regarding your payment, we acknowledge that you have paid in full, minus the discount we offered. We regret any miscommunication during this process. We would like to inform you that ******, who was involved in the earlier stages of communication, is no longer with the company, partly due to issues with customer communication. We apologize for any inconvenience this may have caused.
  Your satisfaction is very important to us, and we are here to address any further questions or concerns you may have.
  

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 22581873
  
  I am rejecting this response because again the business is not acknowledging they are responsible for all of the delays of the entire project and not just the flooring. All of my email attachments indicate it wasnt just a problem with ****** but the entire front office and the project manager. 
  

  Again, ****** communicated in writing the discount of $3,000 and final invoice was paid until we were contacted several weeks later demanding us to pay or face collections and have a lien put on our house. Also, I agreed that I was satisfied and signed the document that states such when ****** had agreed to the $3,000 credit. If it had been the $300, I would have never signed. 
  

  I am a repeat customer and shouldnt be held responsible for the potential errors or issues from your employees. I have in writing the agreement on the $3,000 credit and want the $2,700 refunded back to me please. That in my eyes is the only fair outcome of the disaster of a project and restoration.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/15/2024

  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.

  On 9/28/23 Restoration 1 came to remove/repair water damage from an overflowing toilet upstairs. At the time of completion, when the company removed tape from my engineered wood flooring which they installed, the top coat, paint and pieces of wood were removed where the tape had been placed. Their manager came at that time and agreed it was the tape used and Restoration 1's fault, but to go through my insurance to have the flooring replaced. I worked with another restoration company and sent pics of my flooring damage on 10/25/23. We attempted to work with my home insurance for months to get it replaced. Finally my insurance stated it was the Restoration 1 job to replace my engineered wood. I researched 3 different hard wood installation businesses and received quotes. One with 50 years in the business, his son was taking over, said that the flooring could not be refinished. Everyone agreed the entire 1st floor had to be replaced. I contacted Restoration 1 on April 27th, 2024 via email with a quote from the most reasonably priced business and asked for it to be paid for since they accepted responsibility for the damage. After that initial contact, there has been months of back and forth, no replies, speaking to multiple leads, having MULTIPLE employees come to my home for inspection, leaving voice messages, contacting via email with always another foot hole to jump. I was finally able to speak to *****, the company's designer. My multiple attempts to speak with the owner were in vain. He never returned my phone calls, nor voice messages. ***** and every other person was the go between. I was able to have the **** come out on 10/3/24 and measure for new flooring (saying it would be delivered in 1 week), ***** came and made sure I was happy with the new flooring they chose, then they stopped responding after they said the shipping cost was too much. Now they have not responded to any emails, and sent an outside contractor to re-inspect without my consent.

  

  Business Response

  Date: 11/18/2024

  When we did mitigation on this home these had to set up what we call containment. The team did that correctly by using blue tape on the floor with stronger tape over it. Unfortunately some kind of tape **** was left on the floor pulling off a wax or added finish to the floor. We feel insurance should pay for this cause containment had to be in place. She sent us an estimate for a contractor to replace the floor with no broke out pricing . What is materials estimated as etc.. we of course sent 2 different employees out over last few months trying to see what exactly is going on. We looked at what she would except as a replacement and we are trying to compare the pricing which she wont cooperate with contractors cost of flooring. we 100% feel R1 is not responsible. Last week we wanted to go one more step and have our flooring installer evaluate the floor and see what the added layer is on the existing floor and whether it can be fixed. Stripped and resealed. She denied the professional we sent to look at it to look at the floor. She has determined herself there is no way to fix we wanted to see if we could help. **** never told anyone the floor was on the way to replace we were still evaluating the issue. our opinion is we were trying to verify that someone has added wax or clear layer to the floor factory finish and that layer is what the tape pulled off the floor finish. Not the factory finish. If that is the case we were looking to remove the added layer and redo it property to help with  the situation. ***** the owner is not the ** involved yet required us to investigate and at this point she is wanting it her way without investigating the finish coat someone added. Again insurance should be paying for this issue. 

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22560238
  
  I am rejecting this response because:  After at least 5 different persons from Restoration 1 have inspected the flooring (stating it was just the top flooring) and deemed the damage their fault...they agreed in writing via emails "We are still finalizing the amount of time that it is going to take to receive the flooring so I am not totally sure yet. As soon as I have some more information I will reach out," AND then "Are you available for **** to come by at 1 tomorrow and measure the square footage we need?" sent by ***** on Oct. 3, 2024.  **** came, inspected and said it would be one week to get the flooring and that ***** sent him to make sure the measurements were correct to prevent having to order more flooring after installation.  After over one week, when I inquired via email when the flooring would be in, there was a delayed response stating "Sorry for the delay. I spoke to ***** and he asked me to request that you send me the quote you got for your flooring. He mentioned that someone had quoted you for flooring and he would like to see that quote.  I sent the quote originally, and the again as they requested.  Then he said he was going to send another outside contractor.  ***** on Oct. 31st, said "The flooring that I brought to your house we found out has a really high shipping cost and so we want to compare."  I told them only to send the outside contractor if he could confirm the flooring had been ordered.  They sent the outside contractor to my home, and have yet to respond to any of my emails.  Now the story is changing AND the company is not responding to any of my communication.  I told them before I made this complaint to BBB, that I was going to do so.

  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/12/2025

   

  During our mitigation process, we took necessary steps to ensure the stabilization of the affected areas, including the use of blue tape to seal off certain zones. This tape is designed to be safe for surfaces and typically does not cause damage. However, in this case, we believe the floor may have had a wax or additional finish applied on top of what appears to be a non-factory pre-finished hardwood, which may have led to the issue.
  To ensure a thorough assessment, we reached out to the contractor involved to discuss the situation, and they agreed with our observations. In an effort to get a more accurate evaluation, I decided to consult with a hardwood floor expert, as neither **** nor ***** possess expertise in hardwood floors. Unfortunately, the homeowner did not allow the expert into the home to provide their professional opinion.
  We want to ensure that any concerns are addressed and are happy to work together to find a resolution.

  
  

• Initial Complaint

  Date:07/26/2024

  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.

  Contractor has not fulfilled contract for construction of new home. There were items remaining on the punch list that he has accepted responsibility for but now will not complete and no longer responds. These include a broken basement step, a wall light fixture that was installed off center by several inches, a dishwasher that was not mounted to anything, a damaged riser on our front staircase, wrong bathroom kit installed, damage to kitchen cabinet (touch up needed).

  

  Business Response

  Date: 07/26/2024

  We were there last Friday to do items most were crossed off only a few remain ...yet I have to schedule time with others just like before a set work day. As soon as we have the bathroom hardware that was changed like everything else on the project we will set up 1 more work day to handle the final items. We have went above and beyond on this job with lack of details , lack of selection availability etc.. Last communication was 6 days ago not 2 months . Last work day was 7 days ago not 2 months . it will be handled and very minor. I owe you a few items not constant chatting . I will reach out when next work day is planned . Thanks **********;

  Customer Answer

  Date: 07/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as the open items get completed shortly.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/19/2024

  Type:Sales and Advertising 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.

  Restoration service was rendered on x. Prior to beginning services, an employee of the company broke a basement window. I was informed that the window would be repaired or I could receive a $300 credit to my final bill. Neither happened and I was informed that they no longer worked with contractor and that they had no obligation to repair broken window due to a signed contract about damagemind you this occurred before any work was done. I requested to speak to a manager more than a few times and received no return calls. I have several email correspondence with the lead project manager who eventually stopped replying to my request to speak to someone in corporate to replace my broken window or provide the original credit for the damage after paying my bill in full. I am disheartened that a much needed service turned into a distressing situation for me and my family.

  

  Business Response

  Date: 06/19/2024

  My understanding the window was broken out during the storm and your expectation was to have it replaced during mitigation, which is impossible for us to do. Who is the manager you were trying to talk to who did you work with on this project? 

• Initial Complaint

  Date:01/05/2024

  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.

  On December 10,2023 our bathroom flooded and we hired Restoration 1 to come to the dry out and demo of areas damaged. On Dec 14&15th the crew was finishing the dry wall removal in ********** when they cut and damaged the wires that control our garage doors. They notified us of this damage. On December 18th the crew came to pick up all their equipment and we inquired to them when we would hear from someone regarding getting our garage door opener repaired. They said they were notifying their supervisor and would get back to us. Since December 18th we have called the office of restoration 1 to inquire about them fixing the damage they caused. Calls were made on 12/18/23, 12/28/23 and 1/4/24. Each time we speak with the office manager women and she knows our name and informs us that supervisors have been notified and someone will be calling us back but nobody does.

  

  Business Response

  Date: 01/09/2024

  Good Morning,

  My name is **** and I will be in charge of taking over this issue. I have spoken with the owner of the company, and we are currently working on finding an opening in our schedule so we can get there as soon as possible. If you have any questions, please call into our office and ask for ****. Once I have a confirmed date for you I will reach out to your immediately. 

• Initial Complaint

  Date:09/06/2023

  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.

  On August 2nd, Restoration 1 came to my house to perform a drying service. After their investigation into the problem, they determined it was not a plumbing problem but rather a leaking window. I was told that they would be leaving 2 dehumidifiers and 10 fans and that it would take about 2 days. At this time, i was told the cost would be "like $800" but was never shown anything in writing to confirm this.On August 4th, they came to retrieve their equipment. Before they arrived, I turned the water back on, and the rooms reflooded. They apologized and said it was clearly a plumbing issue and since they messed up in telling me it wasn't, they would leave the equipment until I had a chance to get a plumber to fix the problem. I was also told that I would not be charged for the extra time since it was due to their mistake. On August 8th, they came and picked up all their equipment and was told I owed $2,745 I told them I wasn't going to pay that since it was nowhere near the price I was led to believe I would owe.The next day, I began receiving aggressive phone calls, texts, and emails from a man named ***********************, who identified himself as the business owner. I was told by *************** that if I didn't pay him right away, I would begin receiving late fees and penalties and that he would put a lean on the house. I asked for any documentation that shows how they calculated the price they were charging me, but none was provided. A few days into the harassment they began claiming I still had some of their equipment, and if I didn't pay them, they would refer me to their lawyer for the outstanding bill and the stolen equipment. The business has made no attempt to resolve this issue in a reasonable manner. I have since done my own research and found that renting the same or similar equipment would cost $708 ($354 per day).

  

  Business Response

  Date: 09/13/2023

  Please see attachment 

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20565084
  
  I am rejecting this response because: Many details in the response are incorrect. No attempt was made to resolve the situation. I was told by an employee named ***** that the cost would be "like $800 boss". All my requests for an itemized invoices or anything else that could explain how they calculated their total were ignored including dry log and Xactimate. Once they began accusing me of stealing their equipment, I refused all calls and only discussed matters over email so I would have documentation of all conversations. After discussing matters with my legal adviser, I was told by them that this seemed like a "shake down" and that if I paid them, the $2,745 they were trying to extort me for, then the next thing they would do is try to extort me for the made up stolen equipment. The plumber from *********************** was present when all the equipment was picked up by Restoration 1.My legal adviser also informed me that the LLC was recently filed and that they were likely playing a "shell game" where they do fraudulent business then close down and open a new LLC and run their scams all over again. After consulting with other restoration companies, including another Restoration 1 franchise, I found that the price of $2,745 was much higher than the industry standard for the services provided. I was informed that renting 2 dehumidifiers and 10 fans would cost $354 a day. I was told it would take 2-3 days to dry so if we go with the longer side of the estimate, that would be 3 days at $354 for a total $1,062, with set up and delivery maybe that comes up to $1,200. Although this is much higher than what ***** quoted, I'm willing to settle at the amount of $1,200 if it comes with a guarantee they drop the lie about stolen equipment and state in writing that the matter is resolved and no further action will be taken on their part.

  Sincerely,
  *************************

  

  Business Response

  Date: 09/25/2023

  While we understand that ***************** does not want to acknowledge that we provided him with a price of **** on the night we responded before work started, and he is trying to get a discounted rate as he is not covered under insurance for this loss, we do have evidence as we keep records of everything. I am attaching the original estimate created with the price given to ***************** on 8/2 ,as well as a screenshot of when the estimate was created and uploaded into our system. I am also attaching the work Authorization signed by ***************** on 8/3 again after he was given the price and work commenced. ***************** was given ample time and opportunity to settle this with us before we took the next steps. Unfortunately with our equipment still being held by ***************** as well as the fact that we already provided him with 3 additional days of services to help him out we will not be accepting an offer of ****

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20565084
  
  I am rejecting this response because: Restoration 1 gave me a verbal quote of one price and then changed it after the work was finished. I was never provided a price in writing until after the job was completed. I never signed a quote or estimate saying I agree to the amount they are claiming I owe. Restoration 1 has worked in bad faith using threats of retaliation and making up bogus criminal charges to try to extort me for their inflated bill. I have included images showing the fair market price for the equipment that was rented to me. I will not allow myself to be a victim or their bait and switch scam.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. Complaint has been resolved.

  Regards,

  *************************

  Customer Answer

  Date: 10/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************