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:11/26/2024

  Type:Service or Repair 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.

  This company came to knock on my door and told me i could get my roof fixed through insurance with there help so I went through with the process took my insurance went through with the claim tried to get a check from my insurance it was declined and now i can not get in contact with them and nobody is in there office

  Business Response

  Date: 03/11/2025

  Dear BBB Customer relations,

  I am writing in response to the complaint filed regarding ***** ******.

  To clarify, we have not had any interactions with Mr. ****** since March 2024. After the insurance provider denied the claim, our office staff promptly sent the necessary release documentation to the insurer. We have not received any communication from Mr. ****** following that time.

  It is important to note that during the final three months of 2024, our office faced significant understaffing and technical issues with our phone system. As a result, it is possible that Mr. ****** may have attempted to contact us without successfully reaching anyone.

  To address any potential concerns, we re-sent the release to the insurance company to ensure they had the required documentation. However, we have not received any communication from the insurance provider indicating that they did not receive the initial submission.

  We apologize for any confusion this may have caused and are committed to resolving any outstanding issues. If further clarification or assistance is needed, we are happy to provide it.

  Thank you for your attention to this matter.

  Best regards,

   

  **** ******

  Owner

  IL Restoration Group LLC

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

  Schaumburg, IL 60173

  Office: (833) 333-ILRG

  Cell: **************

   

  

• Initial Complaint

  Date:11/16/2024

  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.

  My brother located this company through a ******** group, they (***** - works for company) promised free inspections for storm damage and that they would work with the insurance company. My brother initially contracted for issues on his home (8/20) and was impressed with the promises made by *****. On 08/24/24 he engaged the company to do an inspection at our ********** (**** ******). Although my brother does not have the legal authority to enter into a contract on her behalf we are not fighting the existence of a contract. As I understand it early September **** was let go and we started to work with *****. ***** was provided my information on 09/13 and my brother stepped aside. I spoke with ***** many times inquiring about status and there was always a big story about how State Farm only approved a claim for $11k but she could fight and get more. There was NO follow up. I chased her. On 09/15/24 my brother (**** ******) emailed the owner (**** and copied his lawyer) as he was getting frustrated with the lack of response. **** had asked for a copy of the contract on at least 2 occasions in writing 09/29 and 10/18 and I had texted ***** several times asking for the contract. We do not want to work with the company we want out. The issue is that ********** issued a check payable to IL Restoration Group and **** ****** for $6700. ***** had my permission to do the work over a month ago and then ghosted us. I want them to relinquish their rights to the check so State Farm can re-cut to just **** ****** (I am her POA). If they are entitled to a piece for cancellation I would never know because they refuse to provide the contract or notes or write *** of anything they did. I want ALL their documentation as it pertains to my mothers home and I want a waiver of their right to the check. I believe they are in breech of contract but since no one has seen a contract we dont know.

  Business Response

  Date: 03/12/2025

  Dear Better Business Bureau, Customer Relations
  I am writing to formally address a situation that arose during our recent interactions with **** *******, whom we believe may be the daughter of ***** *********. We had previously been in contact with her brother, who initially raised concerns but then proceeded to move forward with a work order the very next day. Unfortunately, the situation seems to have involved a number of misunderstandings and unclear details on the part of the family.
  Later, we learned that the property in question allegedly belonged to the mother, who did not reside there. Additionally, it was reported that while her brother signed the PA agreement, **** ******* is reportedly the power of attorney for the mother. We were in the process of seeking approval for the work from the insurance company when it became clear that **** was focused on securing payment but was unwilling to pay the legally owed 10% for not utilizing our services for the work.
  At this point, **** began fabricating a series of false claims in an attempt to avoid payment. It is unfortunate that individuals would go to such lengths to damage a companys reputation for personal gain. While we do not wish to continue business relations with these individuals, we have chosen to send a release in order to move forward, as the matter is no longer of significant concern to us.
  We hope that this explanation provides clarity on our position. Should you require any further information, please do not hesitate to contact us.
  Thank you for your attention to this matter.
  Sincerely,
  **** ******
  IL Restoration Group PLLC
  **************

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair 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.

  We had IL Restoration Group replace our entire roof and gutter system last year. It was covered by a insurance claim. Now we are experiencing leaks in our roof. It is leaking through and soaking our ceiling drywall in our garage, which is right under our master bedroom. I have called them numerous times, left messages. And also emailed my point of contact, *********, who was my contact when we got the roof replaced. They refuse to call back and do this warranty work. I'm afraid that mold has probably already started to accumulate.

  Business Response

  Date: 03/11/2025

  Dear Better Business Bureau,

  I am writing in response to a complaint filed by ***** ******** Mrs. ******* initially contacted us on a Wednesday, followed by another call on Friday of the same week. We were planning to follow up with her the following Monday. However, before we had the opportunity to reach out, we discovered that a complaint had been filed with the BBB.

  Upon reviewing the complaint, we immediately contacted Mrs. ******** Her husband answered the call and explained that his wife had submitted the complaint. He expressed regret and mentioned that he was unsure why she did so. He assured us that Mrs. ******* would be removing the complaint promptly.

  We understand that the concern raised involved a leak in the window. To address the issue, we sent a technician to inspect the situation. After a thorough evaluation, it was determined that the leak was not caused by our work. We concluded the matter amicably, shaking hands and parting ways with no further issues.

  Given that the situation was resolved and no fault was found on our end, we are unclear as to why the complaint was never retracted. Additionally, we believe the response from the customer was premature, especially considering our timely response and the fact that the issue was not related to our services.

  We hope this provides clarity on the matter. We would appreciate your understanding and assistance in resolving this issue.

  Thank you for your attention.

  Sincerely,
  **** ******
  IL Restoration Group PLLC

• Initial Complaint

  Date:07/18/2024

  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.

   
  Complaint: 22010384
  
  I am rejecting this response because:
  When we made the agreement with restoration group, I was hoping that we were dealing with a professional company; that we would have a straight communication. When the agreement was made, the company knew the roof needed new plywood. The agreement was: 

  guaranteed 3 pieces of play wood. After that will pay $45.00 dollars per additional piece when they knew how much is needed.
  
  One person came with a dumpster. My husband made it clear that it needed plywood so he left. All of a sudden a man came to pickup the material, (he showed no ID) he said that the company send him.
  But the company never contacted us to let us know what their plan was. After various attempts to reach them, ***** texted my husband asking not to call the company, rather to call him instead. My husband did. He never answered Listen we felt we were being ignored. It seems like they completely changed their way of working once they recieved the check. The response they gave was rude and poor practice. They cannot say that we cannot afford anything. We are peaceful people. We dont want to bully anybody. We dont want any problems, we just want to resolve the matter. We can give the material back in exchange for the money back and we can fix the roof with another effort. We thank you BBB for helping us out.
  Sincerely,
  
  *************************

  Business Response

  Date: 07/20/2024

  Hi we had got ***** approved for new roof through insurance. We delivered material *** was all set to do the build. We sent crew out there and upon our discovery found out ***** had a car **** holding up roof joist in the attic. On top of that all the wood decking is rotted and there were other structural issues. We told them they need a ********* to come out and fix the roof and that they would need all new decking. They are expecting us to still do roof as is and for code reasons and safety reasons we are not able to change this roof in its current state. So we sent the supply truck back to pick back  up material and than was going to return their money minus our fee but when truck showed up ****************** husband refused to let the supply house pick up the material stating that he already paid for it. So we have been trying to resolve this issue but appearantly ***** feels she can try to bully us into doing the work by using the bbb. There is no way for us to build roof until she pays a ********* to fix the structural problems so it'd be safe for crew to build the roor. On top of that she would have to come up with thousands of dollars to replace the wood decking which they can't afford. So I dont know what her hopes our in trying to weaponize the bbb for whatever reason.

  Business Response

  Date: 07/23/2024

   It was more than 1 plywood you would need to change all the plywood but than there was also structural damage we were not aware of. Our roofers and us both said you need to get a ********* out there to look at roof. We were at 1st just picking up the material until you got issue resolved to see if we were gonna be able to perform the work, but once your husband turned away our trucks than we saw that somehow you guys were expecting our crews to endanger themselves trying to replace the roof I guess. We have built tons of your neighbors roofs and not 1 has had anything bad to say about us and rave about us. We are just only able to do what we are able to do. If their was any miscommunciation with ***** or our office I will look into it, but far as I knew you were aware of the situation. 

• Initial Complaint

  Date:03/19/2024

  Type:Customer Service 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 am trying to contact this company regarding my claim with ************************** and have not gotten a response. I would like to know more information about this claim and if they can assist me like they promised they would. i call everyday and nothing, no response.

  Business Response

  Date: 04/04/2024

  Response to Complaint ID:  ********

  This letter is being prepared by the undersigned outside attorney for Respondent.  The situation is difficult to respond to as Respondent does not have a signed contract with Complainant.  Nor does Complainant have an interest in the property being discussed.  It is owned wholly by his mother and Respondent's contract is with his Mother.  Unless the Mother participates in this process, it will be impossible to resolve.

  However, Respondent is willing to let Complainant's mother out of her contract with Respondent if she indicates her assent to this as well as this complaint being resolved and being taken down.  Unless Complainant can demonstrate that he has a power of attorney to represent his mother or the mother joins the process, neither party can hope to resolve any outstanding issues.

   

  **************************, ****** & *******, P.C., ************, **********************

   

   

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair 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 ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************l insurance check without the endorsement of all required parties (my husband and I). I have expressed multiple times I would like to have the work completed and completed correctly so we can render final payment and move forward, but its met with hostility, unprofessionalism, and bullying behavior. We are 4 months away from it being 1 year of signing the contract and signing over the first insurance check, yet the work is still not completed. Attached you will find all email correspondence as it details much of the concerns surrounding the work and responses we have received. Photos of the work that was done, a list of concerns, and a copy of the line item insurance payout can be provided upon request.

  Business Response

  Date: 03/27/2024

  Response to Complaint ******** by IL Restoration Group PLLC

  To Whom it may concern:

  I am an outside attorney for Respondent.  My contact information is below.  Respondent denies that its use of its attorney for resolving disputes is intended as a threat.  Instead, it has found that it can sometimes resolve contentious situations by having its attorney represent it in negotiations with its customers. 

  Without going into details of the history, Respondent is willing to have **************** or one of his roofing contractors meet with Complainant and her inspector at her residence to go over in detail the work that Complainant alleges needs to be done.  Respondent acknowledges that there is certain flashing work that needs to be completed and is willing to comply with her request to meet at the house to inspect the work.  Respondent would point out however, that it does not believe that removing the existing window wraps would be advisable.  

   

  **************************, ************, **********************

  ****** & *******, P.C.

   

   

• Initial Complaint

  Date:12/17/2022

  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.

  Well this story started off great. ******* showed up to the house. Told me we can get the roof fixed via insurance claim due to a storm.Started to claim. Worked with me and the insurance company and wouldn't you know got a $15,000 roof approved. ******* was contacting me everyday letting me know what was going on and everything was fine.Then the check shows up. I sign over a $10,000 check so that they can buy material and get a permit and all that good stuff. I even picked out my roof color Castle Gray if I'm not mistaken Then crickets nothing but crickets I call ******* get nothing. Voicemail get nothing. Leave a voicemail. Get nothing. Send them emails and get nothing. Finally, I reach out to the owner of the company he calls me back He tells me that ******* had gotten hurt and that no one has been able to get a hold of him and ********* and he hoped everything was okay and how someone from his team would reach out to me and get this ball rolling again. Few more days go by still crickets then wouldn't you know ******* comes back into the picture? Tells me he had some personal problems and he apologized for not being a responsive.Was in contact with me for the next 2 days telling me he had an appointment with DuPage county and ************ township to get my permits and everything then crickets last communication was Tuesday afternoon. Now we're on Friday still cricket nothing ******* is not answering So now I write a review on ******** and wouldn't you know the owner of the company calls me back instantly and starts ******** at me that he doesn't appreciate me leaving their review.With all due respect sir, it is not my responsibility to do your work for you. You were hired and paid $10,000 to get my roof going and done. You have failed to do so. I understand certain circumstances have fallen and you dropped the ball and left your customers hanging. So this review is 100% accurate and cannot be deleted from ****** like I'm sure you have already deleted my comments on your ******** page and probably will block me as well So moving forward I do not recommend. That anybody does business with this company. They are unprofessional, unreliable, unresponsive and like to blame their customers because they can't do their **** job. 100% do not recommend ******** restoration group

  Business Response

  Date: 06/28/2023

  see attachment

• Initial Complaint

  Date:10/19/2022

  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.

   
  Complaint: 18246599
  
  I am rejecting this response because:
    see attachment
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/28/2023

  see attachment

  Business Response

  Date: 07/14/2023

  Thats because it's a lifetime workmanship warranty which is stated on the warranty thus no expiration date! The warranty specifically indicates that if your roof haves any problems within 5 years we will not charge service fee to come out and fix roof and that if after 5 years we charge a 150$ service fee to come out because if you do not leak within 1st 5 years *****% of time it isn't from workmanship but if we do come out after 5 years and deem it for some reason is workmanship than we would waive fee. Second we didn't pull anything off the internet and we do not appreciate you causing all these problems for our company over nothing! Your roof is great and we did a good job and to me it seems you have nothing better in life to do than mess with people's livelihoods for the h*** of it! Eveytime you called we answered or called you back. I told you we were in the middle of moving at the time and everything was packed away so soon as we unpacked we would send warranty and the girl assigned to send you warranty had gotten ill and was out for few weeks and when she got back she had forgotten about sending warranty. Stuff happens. But instead of reaching back out you call the bbb for some reason? I can see if you were leaking and we were ignoring your calls yes that makes sense but your roof is perfectly fine and you decide hey I know Im gonna make this companys life miserable and call the bbb! You received your warranty a long time ago and this should have been over already. It isn't the bbb problem to help you understand how to read your warranty! Also IL state law automatically protects you if you were to leak and we didn't come fix it within the 1st 5 years! So please find something else to do with your time other than harass us thanks!

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 18246599
  
  I am rejecting this response because: please see attachment
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/16/2022

  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.

  On October of 2021 I gave ***************************** claims specialist for ** Restoration Group a check sent to me from my home insurance to replace the roof of my house.Since then ***************** has been telling us that he is fighting with the insurance to cover the total cost of the roof. Our kitchen roof finally collapsed so we were forced to replace the roof 2 week ago, after contacting ****************** to ask for our insurance check he told us that he sent it back to the insurance company. The insurance company told us that they never received the check

  Business Response

  Date: 06/28/2023

  see attachment

• Initial Complaint

  Date:09/13/2022

  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.

  On 6/22/22 ********************* made a claim To fix my roof. My roof was only half done I have reached out to the insurance company several times they would not respond back. On 8/02/22 The work order was made Please help me to resolve this issue

  Business Response

  Date: 06/28/2023

  see attachment