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:06/21/2023

  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.

  Dear BBB,On May 14, 2023, my basement was discovered partial flooded. Peak Carpet and Restoration arrived to view the damage.*********************, of Peak Carpet and Restoration ,told my daughter and I that he could handle the problem and to follow his plan with no estimate or work contract provided by him.On May 15th, ********************* came over and I asked him for an estimate for his plan and work to be done. He did not respond, but said Oh I am going to give the best deal, don't worry about that---he then wet vac my wet carpet area and the unfinished part of my basement and he put out four fans. (30 minutes).On May 17th, ********************* came over ( 9:30pm-9:45pm) he drained the water out of the partial wet basement. (30 mins.) I asked him again for an estimate, and he again ignored my request, and told me "You trust me right?" On May 18th, **** ( ****'s Dry Wall guy) came by in the Morning ( 10:00ish am) , and removed the the damage part of the wall.( 1 hour).On May 19th, My daughter was home, and ********************* came to my home at 11:20am moved the fans around and left. ( 10 mins. ***** On May 21st, **** came by, I asked him again for an estimate of charges, and again---no estimate provided.On May 25th, **** put up the dry wall and painted. (2 hours) I text ****, and asked him for an estimate, again, no response or estimate provided.Have not seen **** since.On June 9th, **** said he now wants to settle up and put the carpet back in place. I told him I have been asking for an estimate since May 15th with no response from him.On June 14th, I finally received an inflated estimate from ****, of $7690.00 and that I had one day to pay the bill or it goes to collection? I have a professional quote on this job upon completion to be no more than $3000.00.OnJune 17th, the job is still not completed, and I gave **** a check for $4,000.00 and **** refused payment ( I have two witnesses).There was no contract, no upfront financial disclosure throughout this whole process.

  Business Response

  Date: 06/27/2023

  Hello, below is the actual events that took place regarding *********************************.  
  On May 15th, we responded for an emergency water extraction at ******* home at 9674 ***********. *************** **.  The following work was completed on this day.  Water extraction, not done with a wet vac, we do not own a wet vac, but with our equipment, a truck mount extraction, anti-microbial treatment on floors, baseboards, and open walls, four fans, not for 30 minutes but for 10 days, we only charged her for four days.  ****** home had water damage on her baseboards and drywall as well and she requested we mitigate this as well, so there would be no mold growth.  We hired a contractor to complete that work.  
  Once the drywall/baseboard mitigation was complete she asked for an invoice for the work completed, as we still had to re-install her carpet, clean, and disinfect the floors.  That invoice was sent on June 10, 2023.  All invoices are time stamped in our invoice system and will be provided for you.  I am providing the emails that she wrote as well as the dates along with what really happened, as she is not consistent in explaining what really took place.  After she received the invoice, she asked that we no longer re-install the carpet or clean and disinfect the carpet, we complied, and updated the invoice with those charges removed.  
  On June 15th, ***** received an updated invoice minus charges for the carpet re-install along with the cleaning and disinfecting of her carpets.  Since work was now complete per her request, payment was due.
  On June 17th I went to her home to pick up the equipment that she states was only there for 30 minutes, and to pick up the check, she had her neighbor hand me a check for $4000 not the $3000 she told me about on June 15th.  I declined the check.  I did retrieve all my equipment.  ***** then received an email from another owner of our company stating next steps if she continues to refuse to pay. (Her complaint to you states, she only had the fans for 30 minutes, yet her email shows that she was in possession of our fans on June 17th, showing her statement is false)
  On June 20th she was sent an updated invoice with what took place on June 17th at her residence, and the invoice instructed her that she had until June 23, for full payment or we will send to collections. The invoice has been updated with notes and sent to her on three separate occasions, June 10, June 15, and June 20th, all with notes to her. I have attached this proof as well, again everything is date stamped by our system, showing, ***** is not being honest.  ***** has viewed this invoice 20 times, a bit excessive.  I believe she was trying to come up with a game plan as to how to only pay what she wants to pay and not be sent to court.  
  On June 20th ***** sent an email, I have attached it, she also missed the deadline to pay on June 23, 2023, she was then sent another email with a demand letter for payment, which I will attach stating that her nonpayment WILL result in either collections or small claims court. Every time the invoice was sent to her, it stated payment is due today, it is written on the notes, as payment is always due at time of completion, she was always informed of the additional time we gave her to comply with payment prior to action being taken.  
  As per her complaint on the contractor who performed the drywall remediation work, the work was as follows; MITIGATION - prep work tear out basement wall 40x2 feet, + removed 60 feet baseboards (flood), clean up and disposal, follow up install 40x2 feet drywall, tape, mud, texture + install new baseboards.  Her account of the timeframe to remove drywall and baseboards, replace drywall and baseboards, mud, tape, texture, and paint drywall and paint the baseboards, only taking a couple of hours is not an accurate account of time.  As no one can complete the work in this industry and of this magnitude in just a few hours.  **** will testify and or provide a signed avadavat for any and all court proceedings if it comes to that.  Again, proving her complaint against our company is because we refused her check for $4,000.  
  It has been *****, joking around, referring to me as her little BRO, sending me text messages calling me her little bro about this job.  I believe this behavior was a way to build some type of relationship to soften the blow of her not paying for the job she hired us for.  ***** misled our company and my contractor that she was going to pay for this job. I have saved all the texts she has sent me. 
  It is my belief that ***** sees things differently than what is happening, one example is she referred to one of the owners as my child, I am dumbfounded as to how her head goes to these places.   I state this with all due respect as I am not trying to demean her in any way. 
  Another example of ***** being dishonest, ***** inquired if I knew of any movers that could help with some boxes that she needed moved.  I gave her my contact information for the owner of All the Right Moves and she hired him to get some boxes moved, she was fully aware that he was not part of our company, I have the texts.  She then refused to pay the amount he quoted to her as well.  If you need an avadavat from the owner, I will be happy to request one. 
  Perhaps ***** is not aware of the industry standard rates, that we must comply with, as many clients with mitigation work receive payment from their insurance company and our rates must comply with those rates and do.  Her accusations of inflated prices are outlandish, along with all the other accusations she has made against our company.  I wholeheartedly believe she is making these accusations so we will accept a lower payment for work completed, something we are not willing to do, and is unlawful on her part.
  If you need any additional information, signed affidavits from those who worked on this job, the drywall contractor, or the owner of All the Right Moves, where she refused to pay him as well, please let me know and I will ask for them.  I will be adding the written complaint she submitted to the BBB to all other documents when this goes to Court, as it is another example of her changing her story, and not being truthful and honest.
  It is unfortunate that reputable business owners must deal with clients like this, I am willing to provide any additional information you need.  Also, her neighbor took video of the events that took place on June 17th, perhaps she can send you a copy of the video.  
  We provided ***** with an emergency water extraction, and she should have stopped there, but instead she continued to ask for additional work to be done, constantly asking us to do more, we complied, and at the end she refused to pay the total amount due.  As you can see on the invoice, work was completed she is not disputing that, materials were purchased, and people were hired to complete the work in her home.  
  ****** basement was flooded, we supplied all the materials and work, hired the necessary people and ***** is refusing to pay, this complaint is due to the fact that we did not accept her $4000 payment.  We will be taking her to either small claims court or collections, we are still deciding the route to take.  As per the demand letter we sent, she has until July 3rd to pay the ***** DUE, not a portion as she is used to with everyone she hires.  
  Once again, if you need any additional information, please ask.