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:12/31/2024

  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.

  We contacted Restoration 1 for mold remediation. The original estimate was $3,434.41. We made an initial down payment of $1,555.37. The work was done improperly, causing significant delay. We raised concerns with the project manager several days into the project, who then came to our house, agreed that it had been done improperly, apologized, and stated he would get it redone properly and cap costs. Had appropriate methods been implemented from the beginning, it would have saved significant time and resources, as well as costs to us. The company then sent us a final bill totaling $5,028.93, approximately $1600 over the original estimate. This includes approximately $1200 in site visits/ "monitoring". One of those site visits, it was snowing (we had warned them of the weather and told them not to come), and they left after just a few minutes without performing any significant work, because the roads were getting bad, yet still charged us a fee for that visit. Many of these visits were during the period when the work was improperly being performed, therefore was not yielding any results, yet they did nothing to address why that was. Instead they kept charging for monitoring visits. It was not until we affirmatively reached out to the company concerned about the lack of progress that the methods were finally changed.We requested clarification of why the bill was so much higher, and the company did not respond for over a month. When they did, they improperly characterized the work that was done, and did not address any of our concerns. The email chain with the company is attached.We stated we would like to work with them to resolve the discrepancy, but they did not respond to any of our specific concerns and merely stated they would be sending the bill to collections.

  Customer Answer

  Date: 01/16/2025

  The company reached out to us and our complaint has been resolved.

• Initial Complaint

  Date:02/09/2023

  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.

  Had a water line leaking causing water damage the area under the MBath sinks and wall under that area in basement. We called R1, who was unable to find the leak. They were also not able to remediate the damage, their only job. R1 placed 4 machines at our home, we learned this was too many. During R1 work at our home, we noted that of the three total contact days that the plastic sheathing had fallen down each of those days, (see photo attached) due to the tape not holding up during the night. I do not feel that should be charged at full price for those failures. During remediation of the damaged area at no time did the techs actually pull back the rubberized carpet padding in the basement as it was still glued in place weeks after (see photo). The padding when removed by us was covering an enormous amount of standing water. This lack of extracting the water correctly caused additional damage to our hardwood floors. ($5K). R1 did not pull the wet sheetrock and insulation in the wall, a huge health hazard. They keep changing the bill but claim they "cannot lose money on the deal" We have offered half of the final offer, they refused today, but threatened a mechanics lien on our home. The adjusters, who are experts, told us we were being overbilled by lot. the fair charge would have been $700 to $800 range. their bill is $2200. In addition, we were told by R1 techs that a dry in place approach was alright for our wall damage as the water did not seem excessive in the wall. That is simply not true, and mold is forming. R1 techs did not pull the carpet padding back, did not remove damaged sheetrock and insulation, and I am told used twice the equipment needed. My home is worse than when they started. My health is at risk due to their incompetence and they refuse to hear our point. The recent threat is completely over the top to me and seems to be an excessive use of that guideline.

  Business Response

  Date: 02/28/2023

  To whom it may concern
   
  Restoration 1 of West Denver acknowledges that the work done at ******************* home at ************************* was not completed to the high standard of quality that the company typically holds itself to. However, the company does not agree with the insurance adjusters position on our pricing; as on any insurance claim, the adjusters position is to negotiate to pay out the smallest acceptable amount.  We utilize the insurance industrys pricing software to calculate price. That said, due to the issues we had during this project, Restoration 1 of West Denver was able to reach a settlement with the client, the bill was reduced to her desired amount, and subsequently paid. 
  
  Respectfully,
  
  Restoration 1 of West Denver
   
  --
   
  *********************
  Office Manager
  Restoration 1 of West Denver 
  5000 ************* #1A
  ***********, ** 80033
  O: ************
  C: ************