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:09/24/2024

  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 still have outstanding issues not being resolved, no responses to calls, texts or emails. Supposedly we have a 5 year warranty. Company was paid in full for work not completed both by insurance and by myself for the deductible. We were told issues would be addressed that were not.

  Business Response

  Date: 09/26/2024

  We have documentation of being in contact with the customer on 9/23 and prior, not sure why she would make that false comment.

  As of today, 9/26/2024, we have talked to the customer already, we've had a roofer out to the site to address the issues, will make sure to follow-up and that the repairs are correct, and that we always stand behind our 5-year warranty.   

• Initial Complaint

  Date:03/29/2024

  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 have been in a contract with OneRestore for over two years (January 2022). They were hired to repair flooring, drywall, kitchen cabinets, bathroom vanities after a bathroom flood. We have had numerous issues, including the wrong cabinets (brand and sizes) being ordered, an argumentative project manager, and overall poor workmanship issues from their subcontractor. After the job was on hold for a few months because I was so unhappy and wanted to go elsewhere (October 2022-January 2023), I spoke with the owner and asked that they just finish the job. They finally installed the cabinets in August 2023, after a year of being without kitchen cabinets or a kitchen sink. There are still outstanding items that are left: toe kicks for cabinets, ***** in the cabinets that need to be touched up, one cabinet door that needs replacing, unfinished paint and tears in our drywall in the kitchen from where the cabinets were removed, and some other minor workmanship issues in other parts of the house. I kept being told that they were waiting on supplies, or now that they were trying to schedule for when their contractor is around my area. I was told possibly the week of March 18th but now Ive gotten no response to my follow up on 3/23. I would just like for them to finally complete the outstanding work so that I can move on from this. I have been more than patient. I have done everything asked of me, and paid my part.

  Business Response

  Date: 05/16/2024

  This job has been completed since October 2023. The customer has been very difficult to work with and has gone out of her way. The customer continues to claim outstanding issues that have all been resolved as warranty claims. The owner has been dealing with her directly.
  
  She is now complaining about a touch up kit. Pin not being the right color from the manufacturer that she requested. If any scratches occur in the future, we will be sending her another touch up kit.
  
  We will be getting a construction attorney involved if these issues continue. She's honestly getting to the point of slandering with comments that she's made in multiple emails.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21506222
  
  I am rejecting this response because: The job has not been completed, which is why they sent one of their employees on 4/5/2024, and 4/12/2024 with a punch out list to finish up outstanding issues like the toe kicks, scuffed door, unfinished texture/paint, etc. This was after I sent my original BBB complaint. He basically completed everything. That same individual said he would come back to correct any minor issues we had, but we have been waiting on the correct touch up paint pen mentioned before having him come all the way back out. I think we could have everything wrapped up in one more short visit.

  Their cabinet specialist agreed that the paint pen was a "much darker" than my cabinets. And I understand that it's not their fault that the cabinet manufacturer keeps sending the wrong color (three times now). 

  We have not finished punch out, and I have not signed a certificate of completion - so the job is not complete as described. The company has been working with me in the past month to try and sew up the very minor things I have asked them to correct. This is why I am very surprised by the company's latest response to attempt to intimidate and threaten me with legal action, and accuse me of slander. Complaints about delays, miscommunication, material quality, customer service and workmanship do not equal slander.

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

  Business Response

  Date: 05/31/2024

  This will be the last time we are sending a touch-up kit.

  From ****************** to customer and me on 5/30/24:

  HI all, I reached out to ***** our rep and sent him the original order along with pictures of what was received. My update today is that he is working with the facility that manufactures the touch up kits so we can get a resolution. I will update you again once he gets back with me. Thank you for your patience. 

• Initial Complaint

  Date:04/27/2023

  Type:Billing 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.

  As part of recovery in damage from Hurricane Ian we hired One Restore. Part of the work they did was to inspect our attic for any water damage. In the process of completing this One Retores contractor put a hole in our ceiling. We have been requesting from 11/2022 that the damage be repaired but have not received a response from One Restore

  Business Response

  Date: 06/20/2023

  We have attempted to resolve the matter with the client. There is an outstanding balance on the client account that he is refusing to address. Once we can come to an agreement, Onerestore will be more than happy to repair remaining damages. 

  Customer Answer

  Date: 07/26/2023

  Since One Restore did not repair the damage they made to our home we have hired a contractor to repair the hole in the ceiling One Restore made. Once repair is completed we will pay our balance less the repair cost. We gave One Restore 10months to correct the damage but they did not. 

• Initial Complaint

  Date:04/17/2023

  Type:Billing 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.

  This contractor has had my house under construction on a tiny wall less than 100sq ft for several months and refusing to finish the work constantly making up excuses. I made a claim with the Insurance company and it was approved so I paid my deductible and an insurance payment totaling over $7,000 and they have not even completed half the work. It took them several months to get the permits, ok I didn’t hold that against them but then it took several months to begin the work. The did the demolition and then framing then that was it. Now I have an unsealed construction zone in the front wall of my house. The excuse now is they can’t get windows but they knew about the windows since August of last year how can you start a project without materials for the job and then leave someone’s home an active work site. They are unprofessional and incompetent. I would have done the work myself with a few friends if I would have known that this was going to happen. It’s been 3 months since the broke down my wall now I have this ugly house wrap construction zone that is not sealed allowing moisture, bugs, and hot air into my dining room. I cannot believe this company has a A+ rating with the BBB and 4.7 stars on ******. I have been commenting directly with the owner Mike and he is arrogant and unwilling to do any work at all just keeps making a bunch of excuses. Since I have hired him I have literally seen a half dozen homes in my neighborhood get built from a dirt lot to an entire house and 2 of them even have people that moved into them.

  Business Response

  Date: 04/17/2023

  This job is still in progress as we were waiting on the windows that were special ordered (3) of them to come in. When the windows came in 1 of the 3 windows came in delivered all damaged. Cabinet just came in this week at ***** and will be picked up by the project manager and delivered to job site and scheduled for install. The Project Manager William will be scheduling a walkthrough with the customer to go over final scope of work and completing the job.

  Customer Answer

  Date: 04/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  
  Complaint: ********
  
  I am rejecting this response because:
  
  The demolition should not have been started until materials were in hand. The windows were not ordered until after the demolition and framing was completed leaving my house unsealed and exposed to the elements. One Restore has exceeded the one week time that we verbally agreed upon in January it has been 3 months. They are charging me for things they didn’t do and keep making up excuses on why they aren’t finished the work. I don’t even care about the money I have overpaid I have fired them and will just finish the job myself I just want to finish my house. The owner Mike called me today threatening me with lawyers and cursing at me as well as calling me “Too stupid to put in a window”. He is very unprofessional and arrogant and if he would have just completed the work in a reasonable amount of time we wouldn’t be in this situation. Today the excuse is windows, before that the excuse was I didn’t let him have a key to my house, before that it was the permit department, before that it was the engineering, before that it was e insurance company. Bottom line is it’s been 8 months and entire house have been built around me and he had the permit since November and I told him he can start anytime someone is always home to let them in then takes 2 months 2 start, then stops less than halfway done talking about windows. He knowingly left my house a construction zone for over 3 months. 
  I’m not even going to ask for a refund for the overpayment I made I just want this contractor out of my life so I can finish the job myself since One Restore is incapable of doing the work. Special order windows is a straight up lie he special ordered windows that are completely unnecessary when all he had to do is get the same type of window that was there before and why would someone who had been in the business over 20 years start a job that they don’t have materials for and they know they can’t get it for months it’s common sense. Also William I was told doesn’t even work for the company anymore and Mike said he was personally taking over the project but he has yet to go to the job site and when I sent him pictures explaining to him my house is being exposed to the elements he told me I don’t know what I’m talking about and refused to have someone come out and seal it properly. 
  
  Sincerely,
  
  ****** ********
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/21/2022

  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 May 13, 2021, I filed a claim for damage from a leak under my kitchen sink with my insurance company. It was a small leak but created a lot of damage. The insurance company (a woman named Danielle) recommended a company called One Restore. She contacted them and they came over to my house and filled out an estimation for the damages and sent it to the insurance company, which they accepted. was $17,897. Next, Leak detection service, removal of mold, plumber to repair the leak. All of this took months, not weeks, To be honest, I did go away for a month, I notified one restore when I was leaving and when I was returning, which was about one month. After they removed my cabinets and countertops with the sink, it left me with no sink. I had no sink for approximately five months maybe longer until finally, some guys showed up with a 10" x 12" sink and a makeshift stand that he built out of old pieces of scrap wood. Cabinets finally arrived after months of waiting ( which I can understand because of supply issues). So now we are into November and December and the job is not close to being completed. Eventually, we get the cabinets installed and the floor put down. Almost near the end except the cabins are not right, two of the doors need replacing and the sliders in the lower cabinets never arrived. I have been trying for months to get in contact with someone who can give me an answer to why the cabin doors and sliders are taking so long to be replaced, it has been 13 months since this project started I just don't understand. I have a project manager who does not return my calls or answer my texts (her name is Robyn) The owner of the company is Mike L****, I have paid out $500 of my money for flooring, backsplash, and handles for cabinets. But I have a $500 deductible I have call logs, pictures, and emails. I called the insurance company and they said the money was paid to One Restore. Florida Family Insurance is the name of Ins. I have no complaints about them.

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 21, 2022/09/23) */ Hello, I must first say we were not the company hired to do the mold remediation at his property. This was another company hired by insurance carrier. We told Mr. ******* this from very beginning. Mr. ******* is consistently in/out of town and not allowing us access. We told him from very beginning which is also stated in our contact that we have to have access Monday - Friday 8-5pm. IF this is not possible, his job will sit until he can give us proper time to be there. Doors come in damaged at times, we replace these free under warranty at any time. We have had issues with pull out drawers on back-order and are still having issue with them. We are in process still trying to work out pullout draws. Mr. ******* took it upon himself to buy these items, but was never billed for his deductible as it would be consider a credit.