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:02/20/2024

  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.

  On 11/13/23, I employed 911 Restoration to do a mold remediation under my kitchen sink. This was completed within a week. Unfortunately, the mold had spread further than we thought, and I had to have all my lower cupboards and the floor under them removed. I have no complaint about the remediation process. I then hired 911 Restoration to replace the floor and cupboards. I've had nothing but problems with this process. I was told they would be able to start work immediately after the remediation. Someone came out before the remediation to measure my countertop since I wanted a new countertop and sink. After remediation ended on Friday, 11/17/23, the I have been fighting with the company to complete their work. It took almost a month to get the floor replaced. I waited until 1/30/24 for them to deliver the cupboards, and then they were the wrong color and configuration. I've waited and called, and waited and called. When I get someone on the phone now, they say they can't talk then and will call me back. But I receive no return call. They have boards, a fan, countertop, and other items stored in my garage, which means I can't park my car inside. I don't know what to do next. The men that I've been dealing with are called ***** and ******. If you could help me get this project done, or my money back, I'd appreciate any help.

  Business Response

  Date: 02/28/2024

  Response to Customer Complaint - ******************** Case #********
  To Whom It May ************** at 911 Restoration are writing in response to the complaint filed by our valued customer, ***************************, regarding their experience with a cabinet installation project following mold remediation services we provided at their residence. We take all feedback seriously and strive to ensure all our customers' needs are met with the highest standards of service and professionalism.
  Upon receiving ******************************* complaint, we immediately took the following steps to address their concerns and find a satisfactory resolution:
  Customer Communication: We engaged in direct discussions with the customer to fully understand their concerns and preferences regarding the cabinet installation project. These conversations were aimed at identifying a mutually agreeable solution.
  Project Reassessment: After realizing the customer's dissatisfaction with the color and configuration of the cabinets initially delivered for installation, we offered options to match the customer's existing kitchen decor. Understanding the importance of achieving a satisfactory aesthetic match, we proposed staining new cabinets to closely align with the customer's expectations. However, we also communicated transparently about the challenges of achieving a perfect color match due to the age and unique characteristics of the existing cabinetry.
  Resolution and Refund Process: Respecting the customer's decision not to proceed with the installation due to the aforementioned challenges, we agreed to initiate a return of the cabinets. We informed the customer about the potential restocking fee, as per our policy and supplier agreements. The customer agreed to this approach. We are in the process of returning the cabinets and will promptly issue a refund for the project, less any incurred costs such as restocking fees, which have been communicated transparently to the customer.
  Commitment to Satisfaction: Our team is committed to ensuring that this process is completed to the customer's satisfaction. We are actively working to finalize the return and refund, keeping the customer informed of every step.
  At ******************, we are dedicated to resolving any issues that arise, with a keen focus on maintaining customer trust and satisfaction. We regret any inconvenience or distress this situation may have caused *************************** and are taking every measure to ensure a fair and satisfactory resolution.
  
  

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21320889
  
  I am rejecting this response because:
  

  I was not informed about restocking fees. I do not believe I should have to pay them due to 911 Restoration not ordering correctly in the first place.

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