Complaints

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

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  Standard Restoration LLC

  322 N Steelhead Way Boise, ID 83704-8361

• 

  Standard Restoration LLC

  PO Box 1041 Meridian, ID 83680

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:05/25/2023

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. To note, I tried numerous times to contact someone who would actually help resolve this at the company. I was told that wasn't their department or that they would forward this to someone who could help, but no one except the same lady ever called.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/02/2023

  Thank you for the opportunity to respond!  We are so sorry for the frustrations that our customer is feeling!  We loved taking care of them during their water emergency and repairs.  There has been some confusion as we have tried to collect for our Mitigation (water emergency) Services.  We figured out what happened after diving into our notes and talking with our customers insurance.  I have attached an email from our customers insurance adjuster telling our Mitigation Estimator that he sent our customers payment for our services.  This email triggered ** to bill for these services.  It turns out that the adjuster hadnt sent payment for mitigation.  Due to this, our customer was confused when we sent them an invoice and we were confused when they said they hadnt received payment.  We tried to help by forwarding the adjusters email to our customer and then didnt try to collect for Mitigation again for months to give time for our customer to work this out with their insurance.  
  On the day this complaint was filed, we had a call with our customer and realized there had to be a miscommunication happening and we wanted to get this figured out for them.  We reached out again to their insurance and they said they actually had never sent payment for our mitigation services and they would send it out today.  We are so sorry we didnt catch this miscommunication from the insurance adjuster earlier that caused so much confusion.  A check in the amount of our mitigation estimate ($3,929.64) should arrive to our customer any day.  It is for the exact amount insurance agreed to pay for our services.   
  It was also our pleasure to perform repairs for this customer.  We didnt charge them a ***** over what was agreed upon by insurance for these services.  Our customer is paid in full for our rebuild services.    
  The only other service we charged our customer for was the services we did for them to remediate their mold situation.  I have attached another email from the Adjuster saying that he let our customer know that they didnt have mold coverage as part of their insurance policy.  Insurance asked us to separate out the services we did for our customer to treat and take care of the mold in their property.  We did this and invoiced the customer separately for these services.  Our customer paid the invoice we sent over to them for our mold services so we didnt realize that there was any confusion about them paying this amount that insurance didnt cover due to them not having coverage.
  We are glad to be able to have a platform to communicate with this customer.  We had only tried to call about 4 times since the first bill went out in September.  We want to take care of them.  We understand their frustrations because we were confused too due to miscommunications from their insurance.  Due to all this, we would like to work with the customer and see what we can do for them.  If they will pay the mitigation invoice, with the check that insurance sent to them for our services, we would love to give them a discount on our mold services, which is the only charge they have had from ** that was out of pocket for them.  We hope our customers will call the office and ask for our Chief Operating Officer and she will take excellent care of them.  

  Thanks!  The Standard Restoration Team
  

  
  

• Initial Complaint

  Date:11/01/2022

  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.

  Water damage and mold in kitchen from Refrigerator water line. Claim file October 2022. Standard blew mold throughout house. Second Restoration company advised to vacate home.Mold still in kitchen, dining room and crawl space.Contract stipulated water damage only. Box for Mold left blank. Told me there was mold in crawl space. Told USAA adjuster there was not any mold.

  Business Response

  Date: 11/11/2022

  Thank you for the opportunity to respond.

   

  We placed Dehumidifiers on site until mold was treated, then blowers were placed.  We also used a Hepa vacuum while treating the mold and doing demolition.   
  

  When our Project Manager originally inspected the site, he was unable to verify mold in the kitchen without doing some demo.  He needed to talk to the adjuster to make sure there was coverage first.  He has photos of staining and possible growth in the crawl space at the initial visit.  He did not tell the **** adjuster there was no mold.  

   

  We advised the ********** that they would need to leave the home during demolition and we made a schedule with them of when it would begin.  They mentioned that they were excited for the opportunity to be in their camper.  They did not leave.

   

  These customer's violated the **** act by kicking us off the job before we had an opportunity to hear their complaints and make it right.  We will bill for the services that we did and will not press charges for their breech of the **** act.  We would like them to sign a non-disparagement document in return.

   

  Thank you

   

• Initial Complaint

  Date:10/19/2022

  Type:Product 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.

  The original is listed as 09/04/2020 according to the invoice from Standard Restoration.  Last three attempts to contact were 8/29/22, 8/26/22, and 8/25/22.

  Customer Answer

  Date: 11/29/2022

  I have been in occasional communication with Standard Restoration since the incident.  They often ignore my attempts.

  Business Response

  Date: 12/06/2022

  Thank you for the opportunity to respond.  We have gone above and beyond for this customer.  The damage to the refrigerator panel was minimal but we happily tried to take care of them.  That panel was no longer available so we offered to give them $600 and ********************* agreed to that.  Actual cash value (ACV) was only around the $300 mark.  We doubled that and our accounting department sent the check out a couple of days later.  The ****** insisted on a certain counter top, we agreed to it and bought and installed what they selected.  After installation, they ended up not liking a natural element of the slab they chose and wanted it redone.  Because there was no installation error on our part on the slab they chose, we did not replace it.   This customer had also claimed that our rubber backed lock box somehow damaged the finish on their front door.  It did not look damaged to us but we wanted to take care of them so we fixed the outside of the door.  They were then upset because they said the outside of the door no longer matched the inside of the door (which was thrashed by their dogs).  We went ahead and bought them a new door and stained and finished it.  This was a cost of around $2,000 for a door that we did not even damage.  Hopefully this shows that we really did go above and beyond to take care of **** and *********  We were shocked to see that they left this complaint with you.  Thank you again for the opportunity to respond.  Feel free to reach out for anything you need.    

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18248716
  
  I am rejecting this response because:
  
  Unfortunately, the response from the business is not accurate.  I have all of the photographs and email correspondence to support our claims.

  The damage to the refrigerator panel is not minimal.  It can no longer be attached to a handle to open and close.  Further, the damage from Standard Restoration removing the handle is substantial.  A new door costs more than $600, and since no replacement is available, I don't see how that's fair compensation for the damage they did.
  **** did not ever agree to that.

  We did not insist on any particular countertop.  We didn't select anything.  They chose to use a counter with a significant dark **** on it.  Many of our guests have commented on the large brown stain.  I assume this was to save money at our expense by using an otherwise worthless piece of granite.

  Standard extensively damaged the door.  I'll be happy to show you many photographs of all the damage.  They unscrewed the top of the front handle for convenience, which scraped the door each time they went in and out for days.

  Our dogs did not thrash the inside of the door.  There were a few minor scratches.  It was ruined by Standard and their lazy, cheap attempts to get out of fixing it.  We are satisfied with the door replacement even though they damaged the original beyond repair, and we can prove that.

  Standard Restoration has consistently lied, tried to invalidate our claims, and avoided paying the costs for the things that they damaged.  They even sent someone out to try to discredit our claims.  It was one of the most degrading, insulting experiences I've ever had in a professional interaction.

  I can only describe their behavior as predatory.  They took on a job, damaged much of our home, and refused to admit it despite photograph and email evidence.  I hope no one else has to deal with these predators ever again.

  I also got the damages reviewed by our shocked insurance agent, and I have another restoration company's quote to undo the damage. It's about $9,000 if I recall correctly.  I can provide that quote as well.  I tried to make a much lower agreement at $2,000, which wouldn't even cover the refrigerator, let alone the counter but received no response.  I have had dozens of emails over the last years trying to get Standard to do anything to own up to their work, and they don't respond.

  As you can see, they did nothing but take advantage of us.  If they claimed that they spent the appropriate amount of money to repair the damages they caused, what they are stating is fraud.

  Sincerely,

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