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:01/23/2023

  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.

  I contacted United Restoration October 2022 for water and mold restoration in my home due to a pipe breakage in my kitchen. The company provided the services (removed moisture out walls affected by the water leak and mold remediation) the dry wall in the areas with damaged were removed and my kitchen cabinets were disassembled and my appliances were removed to give assess for the tools used to remove the moisture and mold. The company was paid for these services by my insurance company. After these services were completed I waited an additional 3 months without being able to use my kitchen appliances due to their greed as United Restoration went back and forth with my insurance company to settle the assumed cost of the repairs. The repairs would be (replacing the dry wall, reassembling and reinstalling my existing cabinets and painting the newly installed dry wall. The owner of United Restoration visited my home to inspect the damages and submitted a claim to my insurance company in the amount of $50k, for repairs that were not in the scope of the damage caused by the water leak with no intent to actually provide 75% of the falsely claimed damages. I have chosen not to move forward with the company because they are not ethical in their practices and I believe attempted to commit insurance fraud against my insurance company and me. Their estimate included new cabinetry and counter tops, the removal and replacement of my entertainment wall in my living room, painting of all ceiling walls and more. When hiring them I signed a contract which unbeknownst to me (lack of due diligence on my part) stated that I would have to pay them 25% of the amount settled with the insurance company and $500 for them providing an estimate for the repairs, if I chose not to move forward with them for the repairs. I am willing to pay the $500 for the time it took to visit my home for the adjuster report but do not feel I owe this company 25% for services not provided.

  

  Business Response

  Date: 01/24/2023

  Good Morning,

  After we successfully remediated ****************** home from water and mold damage, we began working with her insurance company to commence the repairs. ****************** insurance carrier initially issued a check in the amount of $1,596.83 to repair the damages in her home, which she very well knew was incredibly insufficient to cover the costs of repair. United Restoration's estimator went back to ****************** property and spent a significant time preparing a comprehensive repairs estimate. As a result of our efforts, ****************** insurance carrier agreed to revise their scope, acknowledged that the total damages are in the amount of $11,577.61, and issued additional payment in the amount of $7,480.78. If it were not for our time and expenses invested, submitting this paperwork to ****************** insurance carrier, and spending countless hours on the phone with them, Ms. **********;would have had to repair her home with nothing more than $1,596.83. Instead, she now has $11,577.61, less her deductible.

  It wasn't until ************** received notice that the insurance company would agree to issue additional funds for repairs that she immediately notified United Restoration of her intention to terminate the repairs contract, claiming that she could have a "handyman come out an do the repairs." While there is surely an instance of greed here, it isn't by United Restoration.

  Her allegations of insurance fraud lacks any foundation in reality. Her insurance carrier would never have increased the amount of their revised estimate if they thought there was insurance fraud. United Restoration has an excellent reputation amongst all the insurance carriers for our fair and transparent billing. We are incredibly shocked by ****************** letter; instead of appreciation for our efforts, she is attempting to capitalize on the 400% increase of her repairs check while ignoring the countless hours United Restoration invested in her property and claim. As per our contract which she executed with us, she agreed that in the event she wished to terminate services, under the Liquidated Damages provision on page 2 of the Contract, attached, "Customer shall pay ******************** for any and all materials, work, and services rendered; AND pay UNITED 25% of the full value of its estimates or invoices for any materials, work and services not yet rendered, whichever is greater; AND pay UNITED $500.00 for each estimate UNITED prepared on the Customers behalf as liquidated damages." This provision isn't meant to punish our customers; this provision is simply in place to protect United Restoration in situations like these, where United Restoration invests significant time and effort into our customer file only to be a victim of a bait and switch.

  In ****************** case, she originally executed a contract with us in May 2022. She had plenty of time to raise any concerns. Any delays were the result of her insurance company questioning the validity of her claim, as it was brought to our attention by her carrier that they were investigating prior a claim that she had made.