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Business Profile

Water Damage Restoration

24-7 Restoration, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for 24-7 Restoration, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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24-7 Restoration, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:10/21/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      First the good part: 24-7 Restoration Company was diligent in mitigating effects from water damage after a leak. They checked our home every day to be sure the fans were trying out the moisture and they dug out wet dirt. Now for the problem: They promised the work they performed would be covered by our home insurance but the dirt removal was not covered. When we appealed the charge not covered by our insurance, they told us it was our insurance agent we needed to contact. Our insurance agent said that our policy does not cover removing dirt. When we called to try to resolve the problem, our phone calls and texts were not returned by 24-7. 24-7 Restoration charged us $1200 for removal of soil. When I called 24-7 to ask them to refund the $1200, they said they would not refund it.

      Business Response

      Date: 11/06/2024

      Hi *******,

       

      Thank you for reaching out through the BBB. I'm very sorry you had an unsatisfactory experience with our company. I am happy to call you and discuss a compromise refund. The charge you are referring to is for both removing water and mud, and the contaminated vapor barrier in your crawlspace. See attached photos.

      We do not guarantee that our charges will be paid by insurance, that I believe was a misinterpretation. We work hard to get insurance to pay and we explain why our charges are needed with our client's insurance companies, but we are very careful not to guarantee the actions of others (especially insurance companies), that would be crazy. I will dig into the emails and find if we had the usual back and forth with your insurance adjuster and see if we can explain to your insurance that when water enters a crawlspace and comes in contact with the soil, it is considered (and it is) contaminated and the vapor barrier has to be removed and replaced as it hinders drying efforts as well as being contaminated. Our charge for providing those services is justified (through the industry standards - *****) and reasonable. I will call you to discuss a reasonable compromise. 

      Customer Answer

      Date: 12/02/2024

      I would like to close this case as resolved.  Thanks, Michael 

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