Complaints

This profile includes complaints for Warrior Restoration's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Warrior Restoration

  3054 HWY 154 Newnan, GA 30265

  
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  Warrior Restoration

  3054 Sharpsburg McCullum Rd Newnan, GA 30265-1800

  

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:06/25/2024

  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.

  AT THE END OF JANUARY 2024, A ******* WAS AT MY HOME AND RECOMMENDED WARRIOR RESTORATION TO PERFORM REMIDATION SERVICES. HE DISCOVERED WATER DAMAGE IN MY CRAWL SPACE WHERE MY MASTER BATHROOM FLOOR IS LOCATED. HE CALLED HIS CONTACT AT WARRIOR RESTORATION AND THEY CAME OUT TO ASSESS THE DAMAGES AND AFTER OUR DISCUSSION, I AGREED THEY COULD BEGIN THEIR SERVICES TO AVOID ANY FURTHER DAMAGE. THE INSIDE PROJECT MANAGER ****** BEGAN SLOW DRAGGING FOR 3 MONTHS TO SEND THE ESTIMATE OF WHAT IT WOULD COST TO PUT MY BATHROOM BACK TOGETHER. WHILE WAITING FOR THIS ESTIMATE, I DISCOVERED WARRIOR RESTORATION HAD ALREADY BEEN PAID ABOUT $14000 FOR THE REMEDIATION SERVICE. I WAS SURPRISE ABOUT THIS DEVELOPMENT SINCE THE ROTTED WOOD IN THE BATHROOM WAS NEVER REMOVED BUT THE ****FLOOR HAD BEEN INSTALLED ONTO A DAMAGE AREA. IN JUNE 2024 I EXPRESSED HOW DISSATISFIED I WAS WITH THIS PROCESS AND DISTURBED THAT WARRIOR SUBMITTED A BILL TO MY INSURANCE COMPANY FOR PAYMENT WHEN ALL THE REMEDIATION PROCESS HAD NOT BEEN COMPLETED.FROM THE WAY I SEE IT, WARRIOR WAS GOING TO DO A COVER UP WITH THE ROTTED WOOD AND HOPE NOBODY SEES OR SAY ANYTHING.ONCE I STOP WARRIOR FROM MOVING FORWARD, I CONTACTED TWO CONTRACTORS TO COME TO MY HOME AND GIVE THEN MY ASSSESSMENT.THEY BOTH SAID THE SAME THING ABOUT THE DAMAGE ROTTED WOOD SHOULD HAVE BEEN REMOVED DURING THE REMEDIATION PROCESS.SO NOW I AM UNABLE TO START THE RECONSTUCTION PHASE UNTIL THIS ROTTED WOOD IS ADDRESSED AND REMOVED.THERE WAS A COMMENT MADE THAT IN THE CONDITION IT IS IN NOW, CODE ENFORCEMENT WOULD NOT SIGNED OFF ON THIS. WHAT I WANT IS WARRIOR RESTORTATION TO PAY FOR THE EXPENSES IT WOULD COST TO REMOVE THIS DEAD WOOD, REPLACE IT AND RESTORE IT IN THE CONDITION IT SHOULD BE. WARRIOR RESTORATION WAS PAID TO PERFORM REMEDITATION SERVICES IN IT'S ENTIRETY.ALSO SINCE WARRIOR LEFT MY BATHROOM FIXTURES UNPROTECTED FOR A LONG TIME ON MY PATIO, ALL THIS IS UNUSABLE AND I WANT TO BE REIMBURSED FOR THE COST OF REPLACEMENT.

  

  Business Response

  Date: 07/02/2024

  *****************************

  Customer Answer

  Date: 07/03/2024

  I can't find the business response. All I see is a name when I click on the "View the response. Where is the response from the business??

  All the links I click only show my complaint. Not the business. I see no response only the name of a person who does not show his title. Who is this person??

  *****************************

   

  

  Business Response

  Date: 07/14/2024

  Warrior was hired to perform emergency water mitigation services and content manipulation services only. The water mitigation service we rendered for this clients ran exactly as it was supposed to with no errors or issues. All of the work performed was in-line with industry standards and satisfactory. Her insurance carrier process the claim normally, reviewed our work product and released payment accordingly. 
  
  The temporary repair to the floor she mentioned is exactly that, a temporary repair. It was installed to address immediate safety concerns and is CLEARLY not intended to be permanent by any means. Without it, there would be a large opening from the bathroom into the crawlspace. 
  
  These types of temporary repair are disclaimed contractually under the warranty disclaimer provision in our contract, which the client agreed to prior to us rendering services. 
  
  This client did have a severe amount of pre-existing rot and deterioration in her home. However, its due to other pre-existing factors that are unrelated to the loss which we were hired to address. Our contract with this client specifically stipulated a provision regarding unrelated conditions/work. The client acknowledged and agreed that we were not responsible for addressing, or correcting damage, conditions, or areas unrelated to the event that necessitated the service. Please see the attached contract. 
  
  We believe this client has received some inaccurate/misleading information from some 3rd parties that are unfamiliar with the type of services water mitigation companies perform, as well as the general process of property claims.

  Next Concern:

  Regarding the vanity cabinet and toilet placed on the clients porch. These items were placed outside per the clients request and directions. The vanity was non-salvageable due to the sewage loss initially as well as the pre-existing damage. Even though the vanity was non-salvageable it's common to leave these kinds of items on-site so that they can be viewed by insurance carrier representatives. The vanity was well wrapped in 4 mil poly to protect it from the element for only enough time to enable this clients insurance carrier to inspect it. The toilet was also wrapped in this fashion. We can not control if the client or another party removes the protective covering from items once they are wrapped. Even though the toilet was unwrapped by another party, toilets are made from vitreous china, and aren't damaged even when exposed weather or sun.          

  Next Concern:

  After the water mitigation was completed, the client engaged our reconstruction division to provide estimating services for the repairs of her home due to the above mentioned loss. Once the repair estimate was submitted, the negotiation process began between us and the clients insurance carrier. The repair estimate was later approved (and paid to her) by her insurance carrier, which satisfied our contractual agreement between the client and Warrior. 
  
  Almost two weeks later, the client sent an email requesting to cancel the contract and requested a refund. We advised her that the estimating service had already been completed, and our contract was satisfied 9 days prior.
  

  
  

  

  Business Response

  Date: 07/31/2024

  Reply to client's rebuttal statement attached. Named: Reply from Warrior Restoration to *************** Rebuttal Statement

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21897357
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  **********************************************************************************************************************************************************************************

  
  Rebuttal: STATEMENT TO BBB REGARDING WARRIOR RESTORATION DEFENSE
  
  Warrior Restoration was recommended by a ******* who came to my home regarding a plumbing concern on Jan. 29, 2024.
  During his inspection, the ******* noticed an issue that needed to be addressed timely occurring under the crawl space coming from my master bathroom floor.
  The ******* contacted someone from Warrior Restoration who arrived at my home on Feb. 1, 2024, to view the situation and discussed how I could benefit from their services using their company.
  During my meeting with Warrior Restoration representative *********************** Outside Project Manager, I agreed to use their services to manage my issues. ***** then proceeded to open a small electronic tablet where she instructed me where to sign on their Contract ( Authorization to ******* Services & Assignment of Benefits attached).
  I noticed in the Contract I did NOT have full view of the document.  ***** had to keep scrolling through various sections instructing me where to put my initials and signature until we got to the conclusion of this document.
  Our meeting went well and at that time, I felt Warrior Restoration would provide me with complete, competent and coherent services. 
  I did not get a copy of this Contract until February 6, 2024, via email. The reason I am highlighting this timeframe is because in hindsight, I was NEVER advised verbally or in writing I had 3 days to cancel this Contract. Furthermore, why is only my signature and not the representative (***********************) endorsement from Warrior Restoration omitted from this Contract in order for it to be valid?
  In other words, the six elements of a Contract were not met which makes this document that Warrior drafted (Authorization to ******* Services & Assignment of Benefits) legally invalid.
   Shortly thereafter,(February 2, 2024) the drying out phase and removal of damaged wood was to commence with *********************** managing the Mitigation process of the Project. 
  As the Mitigation process was underway, I had established a good rapport with ***** -Project Manager and was impressed by the progress,organizational aspect and professionalism I had witnessed up to this point by Warriors personnel.
  This made me inclined to inquire with *********************** about if Warrior Restoration had the capabilities reconstruct my bathroom meaning to restore it back to its original format after the new floor had been installed and ***** replied Yes. 
  I realize, its always practical and good policy whenever possible to utilize one contractor for these kinds of projects for obvious reasons.
  ****** the individual who is the commentary for Warrior stated ALL OF THE WORK PERFORMED WAS IN-LINE WITH INDUSTRY STANDARDS AND SATISFACTORY is being presumptuous. 
  My insurance company made a terrible mistake and their *********** admitted it, that they failed at NOT verifying if the work had been done satisfactorily according to the Insurer ( *****************************) or by their Field Claim Adjuster ******************************* prior to submitting payment to Warrior Restoration.  This BLUNDER is what started this CHAOS and made the rest of this project eventually go MAYHEM (grow out of control)!
  **************** Allstate Adjuster, arrived at my home on February 14, 2024, and met *********************** from Warrior to view the scope of the water damage, take pictures and gather information of what it will cost to put my bathroom back together again.
  The only time I saw ****** from Warrior was on February 26,2024, when he arrived at my home to gather information so he could write the estimate of what it would cost to put my bathroom back together.
  So, why did ****** state : Warrior Restoration was only hired to perform emergency water Mitigation  and content ************ services? This makes absolutely no sense because why would he come to my home to gather info to write-up an estimate to rebuild my bathroom in the first place?
  On that same day (Feb. 26, 2024) I spoke with ************************* Warrior Restoration Inside Project Manager who was responsible for managing to put my bathroom back together. She sent me a text link to transfer $500 electronically to Warrior in order for them to begin the rebuild process along with a sign contract called Letter of Engagement for Reconstruction (attachment).
  I also mentioned to ****** that I needed her operation to run smoothly because I had trips pre-planned for the summer and this bathroom project has to be completed as efficiently as possible.
  The commentator ******* from Warrior claimed the sub-floor that was installed was temporary. That is FALSE! There is no where on the estimate that says it. Who would go through all the workmanship to take the sub-floor out and replace it again. Another character flaw.
  I never knowingly agreed to anything of such nonsense.  If so, where does it state that and how is a sub-floor installed considered temporary? Makes NO SENSE!  If thats the case, here is another classic example of a vendor getting paid for services not fulfilled! I smell a SCAM BREWING WHICH MAKES THIS CONTRACT UNETHICAL AND ILLEGAL! I need ******* to point this statement out in this fake contract.
  In reference to the rotted wood, *********************** Outside Project Manager brought to my attention the 2x4 studs of rotted wood and along the base of the damaged floor which only became visible after the removal of the tub had been taken out of the bathroom, she stated to me It will be remove during the torn-out phase (Mitigation) of the operation. This was supposed to be done before the new sub-floor was installed. From the pictures I attached my initial complaint confirms that was purposely not completed. Besides, the condition that caused that to deteriorate, is no longer an issue. 
  You cannot put a bandage over that. The 2x4 studs play a vital role in the support of the wall. The thought of Warrior Restoration performing a cover-up gives me the *******. These are the kind of contractors that make your hair fall out!
  Warrior Restoration began doing some very shady actions in becoming very negligence in not performing their duties in an effective manner to get my bathroom restored properly. Just getting ************************* Outside Project Manager to do her due diligence of creating an estimate in a timely fashion was impossible.
  Below is what transpired that caused me to terminate my contract in proceeding further with them to get my bathroom operational again grew intensely frustrating:
  Around February 14, 2024, the Mitigation process with Warrior had been completed and *********************** told me the Inside Project Manager would be in contact with me to begin the Reconstruction phase of this operation.
  On February 15,2024, The adjuster from Allstate submitted his Reconstruction estimate to me on the cost of rebuilding my bathroom which I forward to Warrior Restoration rep **************************** February 26, 2024, the Inside Project Manager ************************* called me to state in order to start the Reconstruction phase they needed $500 sent electronically to Warrior which I did. This agreement (Engagement for Reconstruction) and transaction was sent via text.
  Also on the same date, a rep from Warrior Restoration came to my home to take pictures so Warrior could write up the estimate to begin the Reconstruction phase of my bathroom rebuild. Why ****** did not have this representative to perform this arrangement is anybodys guess.
  I informed ****** that I needed this Reconstruction project to be completed as efficiently as possible because I had several trips planned for the Summer and Fall and I needed the bathroom done before I left. She acknowledged my plans and assured me they could meet that timeframe
  From February 27 thru March 25, 2024, I received NO NOTIFICATION from WARRIOR RESTORATION about a projected date this project would be underway.
  I was prompted to call ****** Inside Project Manager on March 25, 2024 but she refuse to give me any definitive answers. These delays continued to push this project further behind.
  I have attached my call log that indicated the number of attempts I tried to call ****** but she continued to avoid my calls or would provide me with poor flimsy excuses as to why she had not prepared the estimate. She had all the information that she needed when ******* left my home from February 26, 2024 .
  On April 4, 2024, she tried to claim she had sent the report but based on the email she supposedly sent to Allstate no estimate was attached on that communication. As a matter of fact it stated Inline attachment removed.
  According to my email communications, it appears ****** did not send Warriors reconstruction estimate until APRIL 23, 2024 because Allstate didnt acknowledge receipt until April 29, 2024. 
  As a result of ******* impractical inexcusable delay tactics, I became increasingly frustrated and concerned about Warrior Restoration complacency to have this bathroom project completed before my scheduled trip deadlines.
  Keep in mind, Warrior rep came to my home on February 26, 2024 and its now April 23, 2024 that Allstate is just getting their initial estimate completed.
  What makes this more bizarre is Warrior Restoration and Allstate is going back and forth about the Reconstruction estimate.
  Here we are from February 2, 2024 through May 23, 2024,where these two parties finally come to terms for the cost it will take to rebuild my bathroom. 
  I was at my wits-end with Warrior dragging out this process indefinitely and going way beyond practically, I terminated my contract with them on June 6, 2024.
  My bathroom fixtures have been outside in the elements all this time deteriorating, AS MY PATIO BECOMES WEAKEN BY THE WEIGHT OF THESE FIXTURES.
  For these reason among others is why Warrior Restoration will be held responsible for the reimbursement for destroying my property (tub,vanity and toilet),
  I find it shocking for ****** Inside Project Manager from Warrior Restoration to have had the nerves to state on June 24, 2024 she was unaware that there were any issues. I guess being in DENIAL MUST BE HER STRONG ATTRIBUTE!!
  Since Warrior Restoration mayhem, I have had to perform the daunting task of reaching out to General Contractors to determine what will it take to get my bathroom back together.
  These are skillful people who have been doing this kind of work for over 25 + years and they unanimously said Warrior should have removed the rotten wood to stabilize the wall that on the side of the shower.
  Also ****** from Warrior stated I told their contractor to put my  bathroom fixtures on my patio which is completely not true.
   I did not give Warrior permission to put my bathroom fixtures (tub, vanity, toilet) on my patio which is delusional.
  During one of my periodical checks to see what progress had been made, I noticed my bathroom fixtures was wrapped in plastic and already placed on my patio by the workers. This was done without my consent.  I had plenty of space in my garage and had the employees asked me that, I would have instructed them to put it in my garage which was only 20 feet away from the patio. Its obvious it wasnt properly protected because my vanity was severely warped which indicated it was exposed to the elements for a lengthy period.
  
  The first and last time I was on my patio was June 20, 2024.Thats when I observed the tape wrapped around my bathroom fixtures had come apart, my vanity was destroyed and a big snake was on the patio which climb backed in the plastic. My research said this kind of environment was an excellent breeding ground for snakes. 
  After cutting my relationship with Warrior Restoration, I began doing research on this company which is what I should have done before hiring them instead of taking Plummers recommendation.
  Surprisingly, I also discovered on Yelp and your website (BBB) numerous complaints regarding Warrior Restoration improper business practices and work ethics of similar incidences expressed by other customers who dealt with this company.
  I also reviewed the Mitigation and ************ report they charged my insurance company. I was floored and felt even further taken advantage of. Scammed would be more descriptive (see attached).
  These fees were doubled what it would cost to repair at putting my bathroom back together. This complaint was shared by many people who had experience with Warrior Restoration.
  When I discovered, Warrior Restoration and my insurance carrier Allstate had purposely circumvented three paid EXORBITANT priced invoices during the drying out phase of this project, I immediately contacted Allstate with a suspicious inquiry.
  To make this right, I expect Warrior to replace all my bathroom fixtures (vanity, tub, toilet) that was placed on my patio without my permission. Pay for the weaken wood due to the excessive weight cause by these fixtures, pay for the treatment of getting rid of these snakes, and reimburse me my $500 that I was scammed out of for a Breach of Contract along with what it will cost me to repair the faucet spigot in the back of my house that wont come on after I saw Warrior Restoration employees using it. Water will not come on.  
  Nobody in there right mind will wait for an estimate to be completed on any project that takes over three months. I did not sign up for that. I would have never sign an agreement if I knew I would have to wait for an estimate for over 90 days. Nor did they ever tell me it would take that long.
  Warrior Restoration had all the information to write up a contract in mid-February 2024. Warrior Restoration locked me into a Contract on FALSE PRETENSES!

  Although, Warrior dated there estimate 4/8/24, it was not sent to my insurance company (Allstate) till 4/24/24. Which meant they pre-dated their Estimate but the date that was sent out was well after what was recorded. Deception!

  
  I will await for Warrior Restoration responses relating to my rebuttal letter.
  
  Respectfully,
  *****************************
  ************.

  

  Business Response

  Date: 08/13/2024

  It doesn't appear that the client replied to our last response. It just says she "rejected the response". So, we have listed some snippets from the previously uploaded document. 

  Client Stated "I noticed in the Contract I did NOT have full view of the document. ***** had to keep scrolling through various sections instructing me where to put my initials and signature until we got to the conclusion of this document."

  ANSWER: We are not sure what point this client is trying to make. The tablets used by our company are full size. This means that the screens are a full 11 inches wide. The same size as a standard sheet of paper. This client had the same view of the contract that she would have had if she were holding a paper version. Our water mitigation contract is several pages. So, scrolling down the tablet is normal to fully view the document. Same as turning pages with a paper version.

  Client Stated: "I did not get a copy of this Contract until February 6, 2024, via email."

  ANSWER: Once our contracts are signed, our software automatically emails a copy of the signed agreement to the client. This is an automatic process. The client should review her email or spam folders. Additionally, clients can always request copies of documents to be emailed to them anytime they wish. Again, we are not sure what this client is trying to accomplish with this statement. 

  Client Stated: "The reason I am highlighting this timeframe is because in hindsight, I was NEVER advised verbally or in writing I had 3 days to cancel this Contract."

  ANSWER: Warrior does not provide a 3 day cancelation clause (verbally or written) in our emergency mitigation contracts, as there is no legal requirement to do so.

  Client Stated: "Furthermore, why is only my signature and not the representative (***********************) endorsement from Warrior Restoration omitted from this Contract in order for it to be valid? In other words, the six elements of a Contract were not met which makes this document that Warrior drafted (Authorization to ******* Services & Assignment of Benefits) legally invalid."

  ANSWER: The contract is valid. Not only it the agreement valid, it was accepted, fully performed on, and fully satisfied.

  Client Stated: "****** the individual who is the commentary for Warrior stated ALL OF THE WORK PERFORMED WAS IN-LINE WITH INDUSTRY STANDARDS AND SATISFACTORY is being presumptuous."

  ANSWER: This client is not a professional in the restoration industry. The clients opinion of what is presumptuous is presumptuous.

  Client Stated: "My insurance company made a terrible mistake and their *********** admitted it, that they failed at NOT verifying if the work had been done satisfactorily according to the Insurer ( *****************************) or by their Field Claim Adjuster ******************************* prior to submitting payment to Warrior Restoration. This BLUNDER is what started this CHAOS and made the rest of this project eventually go MAYHEM (grow out of control)!"

  ANSWER: This is an OPINION of the client only. This opinion is not shared by this clients insurance carrier nor, any member of Warrior Restoration. 

  Client Stated: Warrior Restoration was only hired to perform emergency water Mitigation and content ************ services? This makes absolutely no sense because why would he "******" come to my home to gather info to write-up an estimate to rebuild my bathroom in the first place?"

  ANSWER: The client is confusing the discussion of the first service, over the second service. Warrior was hired to perform two separate services. (two separate contracts)
  1.Emergency Water Mitigation (Authorization to ******* Services & Assignment of Benefits)
  2.Reconstruction Estimating (Letter of Engagement for Reconstruction)

  Client Stated: "The commentator ******* from Warrior claimed the sub-floor that was installed was temporary. That is FALSE! There is no where on the estimate that says it. Who would go through all the workmanship to take the sub-floor out and replace it again. Another character flaw."

  ANSWER: Mitigation companies often have to deconstruct things in order to provide adequate structural drying services. In this clients situation, several layers of floor had been installed over very rotted subfloor, once the layers were removed, there was nothing left of the original subfloor. This means that the bathroom was open to the crawlspace. A company would absolutely go through the effort of installing a temporary floor covering to prevent the client from falling through open floor joists into the crawlspace. This is not a hard concept to understand. No company would ever leave such a hazard.

  Client Stated: "I never knowingly agreed to anything of such nonsense."

  ANSWER: This client knowingly and contractually agreed.

  Client Stated: "If so, where does it state that and how is a sub-floor installed considered temporary? Makes NO SENSE! If thats the case, here is another classic example of a vendor getting paid for services not fulfilled! I smell a SCAM BREWING WHICH MAKES THIS CONTRACT UNETHICAL AND ILLEGAL! I need ******* to point this statement out in this fake contract."

  ANSWER: The Temporary Repair is represented in the mitigation invoice in the line items numbered 108, 109, 110. And, the top page of the Mitigation Contract states that Warrior is not being hired, engaged or otherwise responsible for the replacement, repair or rebuilding of removed, damaged or otherwise affected materials, structure or finishes that **** or will, be affected as a result of Warriors Services.

  Client States: "Also ****** from Warrior stated I told their contractor to put my bathroom fixtures on my patio which is completely not true. I did not give Warrior permission to put my bathroom fixtures (tub, vanity, toilet) on my patio which is delusional. During one of my periodical checks to see what progress had been made, I noticed my bathroom fixtures was wrapped in plastic and already placed on my patio by the workers. This was done without my consent. I had plenty of space in my garage and had the employees asked me that, I would have instructed them to put it in my garage which was only 20 feet away from the patio. Its obvious it wasnt properly protected because my vanity was severely warped which indicated it was exposed to the elements for a lengthy period.

  ANSWER: Not sure what this client means by "periodic checks". She lives there full time. She knew immediately of the items placed on her back patio. Warriors preference is to always store these kinds of items in a garage or inside the home. However, these items were placed on the patio at this clients explicit direction. She goes on the mention the "garage" which is really weird because, this clients home does not have a garage at all. 

  Client Stated: "The first and last time I was on my patio was June 20, 2024. Thats when I observed the tape wrapped around my bathroom fixtures had come apart, my vanity was destroyed and a big snake was on the patio which climb backed in the plastic. My research said this kind of environment was an excellent breeding ground for snakes."

  ANSWER: Warrior cant be held responsible for the maintenance of wildlife at this clients property.

  Client Stated: "I also reviewed the Mitigation and ************ report they charged my insurance company. I was floored and felt even further taken advantage of. Scammed would be more descriptive (see attached). These fees were doubled what it would cost to repair at putting my bathroom back together. This complaint was shared by many people who had experience with Warrior Restoration. When I discovered, Warrior Restoration and my insurance carrier Allstate had purposely circumvented three paid EXORBITANT priced invoices during the drying out phase of this project, I immediately contacted Allstate with a suspicious inquiry."

  ANSWER: The costs for the services rendered are in-line with industry standards, and normal. Allstate has a small army that reviews ******** and supporting documentation from restoration vendors. Warriors invoice was thoroughly reviewed by Allstate, and subsequently paid by Allstate. (This same type of aggressive review by insurance carriers is often what frustrates clients during the reconstruction estimating process.)

• Initial Complaint

  Date:08/30/2023

  Type:Sales and Advertising 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 complaint is about Warriors restoration. I contacted them because my A/C unit in the attic was leaking water and cause damage to the ceiling and carpet. They came out to view everything and to let me know everything that they were going to do from beginning to the end. From the demolition of ceiling to taking up the carpet and spraying to kill mold if it was traces of it. They did everything he said they would except they *********** up everything upstairs as ******* stated nor covered the beds to protect them from the insulation. Basically just wrecked the upstairs so they could do their job regardless of how the homeowner would feel about it. They moved stuff around and now we cant get in our rooms because they never came back to complete the job. The ceiling still has partial plastic where you can see straight into the attic. The insulation dropping everywhere up their from my room and the hallway since thats what they were supposed to had came back to complete. Yes I contacted them but only to get from ****** that they wouldnt be able to complete the job because they are booked up for bout 10 weeks because they are behind. Now Im furious because had I known that they would not be able to finish the job I wouldve never let them start and wouldve just found another company. ****** also told me to contact my insurance company and let them know that they wasnt able to complete the job and if the insurance company could find someone to finish where they left off. That conversation was the early part of August cause now they trying to get their check for a job undone. So here it is August almost September and my ceiling is still undone and no carpet put back plus door trims still not completed either. Im still sleeping downstairs on the sofa and what makes it so bad my mom lives here and they know she had medical issues. This company should be ashamed. And yes the homeowners insurance paid them before this job was completed so now Im really stuck.

  

  Business Response

  Date: 09/07/2023

  In response to the filed complaint. Warrior Restoration was hired to perform ***************** Services Only". We performed the **************** services fully and in a satisfactory manner. Warrior was NOT hired to perform any repair or reconstruction services. This was disclosed to the client prior to any **************** work being performed for the client. Additionally, the disclosure regarding the services is so clear, that its located at the top of our contract and all clients are required to sign-off beside the disclosure (THE SERVICES) to prevent any mis-understands later. We have attached a redacted copy of the clients contract with Warrior showing they signed this area, expressly hiring us to perform **************** only. 

  The representative "*******" referred to in the complaint, works in our **************** Division and is not affiliated in any way, with our ************************ Like many other restoration vendors, our **************** Division and the *********************** are totally separate within our company. Aside from being under the same roof, each division has their own staff, vendors, contracts, and operational procedures. None of which comingle. It is not possible that "*******" represented to this client that Warrior could, or would, provide any kind of reconstruction or repair services, as ******* does not possess the knowledge to even begin having such a conversation. ******* has been with our company for many years doing the exact same thing over, and over. He's didn't just decide to try something new with this client.   

  The client did inquire about or *********************** to ****** who was their assigned "Inside Project Manager"(***). The *** did advise the client that the reconstruction division had a large backlog of jobs, and was currently not accepting any more reconstruction projects at that time. The *** advised that the client had a few options, such as...

  1. Seeking out their own repair vendor. or

  2. Reaching out to their insurance carrier and request a reconstruction "program vendor" to be sent to perform the repairs to their home.

  Both options are very common, and normal business for repair being performed during property claims. 

  Regarding the contents that were moved around. The contents that were manipulated and stored within the home were done at the express permission and direction of the client. Warrior Restorations standard operation procedure is to "Packout" or otherwise fully remove all contents and personal property from any work area. Sometimes clients choose to decline this service as they would rather their contents stay within the home instead of being stored off-site. This client declined the packout services, and went on to direct our staff on where to place their contents. All contents and personal property were placed as instructed by the client. 

  In closing, This client is not "stuck". They just need to hire a repair vendor either "privately" or as "provide by their insurance carrier" to perform the repairs to their home. Warrior Restoration was paid in full for our **************** services that were rendered and completed. Otherwise, we would not have been paid. The funds due to the client to pay for the cost of repairs are not affected, diminished, or altered IN ANY WAY by Warrior being paid for the **************** services we provided and completed. It's all separate funds.  

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20545580
  
  I am rejecting this response because:
  ******* came out and most definitely stated that once the restoration was completed that they would be able to restore everything they removed such as the ceiling and the rugs.  I would have never had them come out here to demolish the house for someone else to complete. ******* works for Warrior RESTORATION and he made that statement to me and my mom before any work was performed. If this place wasnt supposed to finish what they destroyed then why would ****** tell me it would be 10 weeks before they could get back out here to put the insulation, ceiling and floors back in order. And to make a statement that ******* makes no decisions on the job site cause hes been their for years is false because Im not stupid and i know exactly what he told us. Yes the insurance company was notified about them not being able to complete the job so yes they got partial payment.  This is a big inconvenience and I dont think NOBODY in their right mind would let a company come out to do a job but not complete it. No Im not satisfied cause nobody should have to come out to finish what they left undone. ******* lied to make their company some money knowing that they wasnt going to fix what they tore apart is beneath me. Im very unsatisfied and disappointed. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/12/2023

  I have attached the contract signed by ****************. The contract is for ********** services. It is not a Repair/Reconstruction contract. ******************** signature near the top of the first page is right next to the list of services being provided. There is nothing listed regarding repairs. Please see the attached file. 

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20545580
  
  I am rejecting this response because: I not disagreeing that I signed their contract. Im disappointed due to the fact that upon signing the contract they keep talking about that ******* statement to me and my mom that they were most definitely going to replace everything they took apart such as the ceiling, floors , door frames and carpet which was damaged by the water. Had he not stated that to us we would had never just let them do that type of work on our home especially if they were only doing half the job. This is not a business anyone would want to accept in their home. ******* works for Warriors restoration and he most definitely knows what he told me and my mom. I stated to him that shes ill which he saw once he got here and he guaranteed us that we had nothing to worry about and they would have everything completed within 5-6 days once everything dried out. I just dont understand them to keep talking about this contract which they feel doesnt make them responsible to complete the job they were supposed to do. ****** from Warriors as well would have never contacted me back stating they were not going to be able to complete the job because they were booked for another 10 weeks.  Why would she state that if they were only doing restoration?  Now from what Im hearing from this company is that they are not truthful at all to the customer and at this point I guess an attorney could help us with this situation. We still need our ceiling, floors and etc fixed , no thanks to Warriors. I do appreciate the work they performed but not satisfied with the outcome after they left the ceilings open with partial plastic and no carpet. Im tired of sleeping on the sofa but I guess thats fake business and the customers have to suffer because they dont believe their workers are out here lying to us. This is really beneath me. But now I will contact an attorney cause this is not right regardless of your contract. Your worker told me what all they were going to do.  Im not just making this up nor would me nor my mom have a reason to lie. Plus the only reason they got paid was because the insurance company never came out to see what you all didnt complete but I guess that shows they dont care either because they dont have to live here , we do. But thanks but no thanks Im definitely not a happy camper. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/13/2023

  Type:Order 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.

  Company was called out for an estimate for flood restoration on or around 8/31/22 by a plumbing company. We agreed by phone they would go to the rental home the following morning. That night, they show up and set up equipment despite us agreeing to talk in the morning and without my permission. This was my first flood and they applied undue pressure around getting equipment up and running. I signed an agreement with them the following day and their contract promises that they will abide by industry standards. The drying process took days longer as they used too much equipment and they sent an invoice for over $10k more than any other companys estimate; my insurance company got two other estimates after the fact because the price was so high. Their equipment also caused unnecessary damage to the home that they would not cover. Now they filed a lien and are threatening to foreclose on the home if I dont pay the difference. They also have an asset company sending me threats via text on a daily basis. This is causing a lot of stress despite the company being in the wrong.

  

  Business Response

  Date: 02/21/2023

  1. Warrior did not perform any work on the property until we had a fully executed contract. We have timestamped notes, pictures, and emails showing the signing of contact and performance of work.

  2. Customer and customer's tenant provided incorrect insurance information. Despite a lack of insurance coverage, Warrior worked with the customer and tenant to perform the job to IICRC standards (industry standards). Warrior has timestamped text communication to support this.
  

  3. This was a C3 loss, customer's insurance company treated it as a C1 loss, resulting in grossly underpaying the bill. Despite documentation and supporting evidence of a C3 loss, the insurance company sent "comparable estimates" of a C1 loss, which are not justified comparables, and certainly lower. Warrior requested the insurance company make this correction very early on. Despite our efforts, the insurance company neglected to make corrections and paid less than a third of the billed amount upon initial payment. The insurance company later agreed to release a supplemental payment, acknowledging some error in processing the claim, which the customer did not release to us for several weeks. Warrior has email correspondence and text correspondence with both the customer and insurance company regarding this error.
  

  4. Pursuant to GA law, Warrior filed a lien on the property at the 90 day **** because there was still an outstanding balance. The customer had not released the supplemental payment, nor was she assisting in communications with her insurance company. It is the customer's responsibility to ensure she is properly indemnified by her insurance company in accordance with her contract with them. Despite Warrior's efforts to walk her through the process of getting the claim paid, the customer did not acknowledge our last attempt at communication. Warrior does not possess a contract with the insurance company; therefore, we cannot demand proper indemnification. The customer must do this.
  

  5. ******************** turned the account over to a ****************** per our company policy. We have had no dealings with the customer since the ***************** began their efforts. I cannot speak to the method or frequency with which they pursue the customer to recover delinquent accounts.