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:01/16/2025

  Type:Order 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.

  August 5th, I paid my final invoice. We immediately had a final walk through and during this process, the paint was still damp, but it looked ok and we didn't think twice about it. Recently, with the way the light is coming into the room , you can see the drywall line from the repair across the room. We called to have them come out and they are saying it is not their work. Well, we didn't replace the drywall. I asked to speak to a supervisor, he said there isn't one and said we will not help you and hung up on me. If the work is not good 6 months later, it wasn't good to begin with. Plus the area above where the work was done has bubbled which is only occurring in the area of the house that they touched.

  

  Business Response

  Date: 01/21/2025

  We have communicated with the customer and resolved all concerns. The customer has emailed a request to remove this complaint from BBB. 

  Customer Answer

  Date: 01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:10/08/2024

  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.

  I contacted select home warranty regarding a small leak I noticed coming from my ceilings during a rainstorm. The warranty company sent out a plumber who informed me that it wasnt a pipe issue and that He could refer me to a mitigation company that would be able to help me locate the cause of the leak. In comes Hampton Restoration Group telling me they can assist me with water clean up and locating areas that were leaking. This company came in and literally destroyed my upstairs ceilings, flooring and took half of my daughters wall without ever having any knowledge of cause of or where the leak occurred. I demand they immediately repair the wall in my daughters bedroom as they should have never cut into her wall and destroyed it as the water damage was very minimal. They completely destroyed parts of my home in an attempt to collect off of my homeowners insurance. This company is a complete disgrace and should be shut down. It is apparent they offer kickbacks to the plumbing companies to send referrals because their service were not necessary and they had no ability to locate the leak.

  

  Business Response

  Date: 10/11/2024

  The manager assigned to this project spoke with the homeowner directly to address the concerns and frustrations mentioned in her complaint. It is our understanding that this situation has been resolved. 

• Initial Complaint

  Date:10/31/2023

  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 company scammed me. The contractor rushed my water mitigation job and claimed everything would be covered by insurance, he told me he would file the claim on my behalf but began demolition and water mitigation without ever filing an insurance claim. When I filed the claim myself, it was denied and I was forced to pay the bill out of pocket. Furthermore, the mitigation work that they performed was done before the active leak was fixed. I called multiple companies in the water mitigation field and they confirmed that the mitigation should not begin until the leak is fixed. I brought this up both with the contractor and with the project manager before they placed the fans but they ignored me and placed them anyways. In the end, I had to pay them $2200 out of pocket, $1300 of which was for the completely unnecessary fans that they left for 6 days while the water heater was continuously leaking. (After 6 days they took the fans away and I was left with a large pool of water on the floor). When I asked to work out a payment plan, they told me I had 60 days to pay the bill in full or they would put a lean on my house (and charge me an additional $350).

  

  Business Response

  Date: 11/10/2023

  Hello,
  This property is a rental home, and Hampton Restoration Group was contacted to inspect the damages caused by a leaking water heater and provide recommendations on performing professional water mitigation services.At the time of our visit, the homeowner had not seen the property or assessed the damage in person. Upon our inspection, the water heater was actively leaking and causing additional damage. The customer chose to file an insurance claim and we advised that the leak be repaired immediately. The customer provided us with the insurance information and a claim was filed. We stressed the importance to the customer of acting quickly to repair the water heater and clean up the damage to prevent secondary damages. The customer agreed, and signed a work authorization with our company to begin work. We visited the next day to begin the mitigation process, set equipment, and acted promptly to begin mitigating the damages. After 6 days of drying, the leak had still not been repaired and we chose to remove the drying equipment from the property until the leak had been repaired. The customer advised us that she was waiting on her home warranty company to approve the replacement of the water heater. All the while, this leak was causing further damage to the property and our stance was that she needed to act quickly to repair the leak. Nearly two weeks after the pickup of our equipment (12 days), she called the office to inform us that the leak had been repaired. This was nearly a month after she was originally notified that the leak was present. We called the insurance company to get prior approval before returning to the property for additional drying, and they informed us that no claim had been reported for the damage. This was an error on the part of the customers insurance carrier, as the representative never submitted the claim that was originally reported. After the customers insurance company officially completed the report of the claim, the assigned adjuster informed her that her policy did not have water damage coverage, and that the claim was being denied. As this was an unfortunate turn of events, we reduced our initial invoice by more than $2,000 to help the customer make a more affordable payment for the services we performed. Per our company policy, this amount had to be paid within 60 days to prevent a lien from being placed on her property. When she requested a payment plan of $350 per month, we agreed to the 8-month plan but stated that a lien had to be placed on the property after the 60-day **** to protect our investment in the home. This lien would carry an additional fee of $350. The turnout of this project was unfortunate, and it is our wish that things would have taken place differently. Had the customer been aware of the water damage exclusion on her policy, this could have been avoided and additional options could have been explored. The customer was not forced into allowing us to move forward nor did we force ourselves into the property to perform work. We were properly authorized to perform services by the customer and invited into the home during each scheduled visit.  Our work authorization states that the customer is responsible for the payment of our invoice regardless of insurance coverage or payment.