Complaints

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

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  Pro Restoration, LLC

  7848 Burden Rd Machesney Park, IL 61115-8201

  
• 

  Pro Restoration LLC

  N922 Tower View Dr Ste 441 Greenville, WI 54942-8092

  

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:01/09/2025

  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.

   
  Complaint: 22788874
  
  I am rejecting this response because: According to State of Illinois, they are in breach of the contract and are responsible for the damages.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/13/2025

  After a thorough review of the project records, we can confirm that Pro Restoration LLCs scope of work for this customer was limited to roof replacement, as outlined in the work order and project documentation. The roof replacement was completed in August 2024, and the project was moved through our system without issue, fulfilling all contractual obligations.
  We found no agreement or documentation specifying any additional work, such as repairs to the interior ceiling. Based on the terms of the project, Pro Restoration LLC has fulfilled its responsibilities.
  We hope this clarifies the situation, and we are available to provide further information if needed.
  

  

  Business Response

  Date: 01/16/2025

  This issue with the customer isn't in the scope of work for ********************. We have a contract that is attached here that says we are responsible for doing the roof. The photos that you submitted dont identify a leak. To my knowledge that is a pre existing issue. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22788874
  
  I am rejecting this response because:

  In your own words in the email you stated: "We have a contract that is attached here that says we are responsible for doing the roof." So, if you improperly installed the roof, then you are responsible for the damages as is the law. I have texts attached and so are the pictures. You will see that I was told it would be fixed and its been 3 months. I was told that the reason for the leak was because someone left a gap and that gap filled with rain and then a leak. That should be documented on the paperwork in November 2024, PR fixed the roof. I am asking for a partial refund of $500 so that I can get it fixed.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/17/2025

  We were not contracted to fix any preexisting drywall issues. Please see contract attached. 

  In addition to this, ******* ***** signed a form stating that our repairs were completed to her standard. 

  We went out to the home to address a leak, which from our labor notes was caused by a faulty rain cap that was in work not doing on her contract. With this leak not being related to our work and a maximum repair cost of $250 dollars, the requested $6,000 dollars it out of the question. 

  ******* will not communicate with our office to discuss/resolve this situation, we have tried reaching out to her various times and she will not communicate. 

   

  Customer Answer

  Date: 01/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I am not going to go back and forth with this. 

   

  It is obvious that who ever is responding is not reading what I wrote or seeing the text messages. I DID NOT ASK for $6k back. I only asked for the price to fix the damage caused by a shotty roof job completed by the company. Pro-Restoration put in a new roof in August 2024. Then in November 2024  I got water damage due to an inadequate roof job. Pro Restoration did come and fix the roof leak caused by a gap in the roof performed by their workers.   I provided evidence of all of this and the contractor **** agreed to fix the water damage. I waited 3 months for **** to fix the water damage but it hasnt happened. I only wanted a portion to have the water damage fixed. 

  I AM NOT ASKING FOR THE FULL REFUND.

   

• Initial Complaint

  Date:12/12/2024

  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.

   
  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,
  
  ******* *****After I had exhausted all possible options, Pro Restoration threatened me with legal recourse if I didn't pay them the $***** plus a $100 dollar lawyer fee. I am a disabled Purple heart Veteran, they served these notices to me without ever trying to attempt a payment arrangement just days before veterans day. Since then they have come back down to the original amount we agreed upon. I now only owe ***** dollars. However, after multiple attempts of reaching out to them to establish a payment plan, they didn't seem interested in collecting. I'd call and ask to talk to someone about payment, they'd say someone would call me back but they wouldn't. They still would not send me anything of a payment arrangement or communicate with me in any way until I posted a negative ****** review. They agreed to a payment plan as long as I took the review down. When I took the review down they sent me a payment plan and confidentiality agreement. They're a crooks that scam disabled vets, at least. 

  

  Business Response

  Date: 12/16/2024

  We understand the customers concerns and troubles that theyve faced with possibility of financial burdens. Upon hearing about all of this, I (the owner) reached out to the customer to come to a resolution. **** and I spoke for 20 mins or so on the phone last week to discuss all of this. I expressed to him my appreciation for veterans and their sacrifices and offered to resolve all of this by eliminating the additional cost that were do on the project, as we have funds set aside specifically for veterans that end up in situations like this. I wish I had known about his contributions to our great country long before all of these conversations took place.

   

  In conclusion,  He and I agreed on this resolution and look forward to getting him an email today stating so. 
  

  Best,

  ****

• Initial Complaint

  Date:08/19/2024

  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.

   
  Complaint: 22162353
  
  I am rejecting this response because: We sat down with the owner of Prorestoration in effort to come to an agreement on how to resolve the issues. We came to an financial compromise, but the follow up emails are not reflecting the discount we agreed on. We have sent emails trying to get the issue resolved, but have not recieved follow up from Prorestoration since Friday, August 24th.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/21/2024

  Pro Restoration received this complaint and we are diligently investigating these claims. 

  

  Business Response

  Date: 08/29/2024

  *********************, the owner has been in direct communication with the consumers. ********************* responded today before seeing this message back from the consumer. 

• Initial Complaint

  Date:04/15/2024

  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.

  My wife and I have received multiple solicitation calls from Pro Restoration soliciting roof inspections after recent storms.Despite being asked to stop calling, the company continues to call daily, sometimes multiple times per day.Both my wife and my numbers are also on the Do Not Call list, and we do not have and have never had a previous business relationship with this business.We ask that they cease and desist from all future calls to our phones at ************** and **************. Complaints have also been filed through the Do Not Call Registry site of the Federal Trade Commission.Today, upon notifying the caller of my complaint to the **** the caller asked if it was like taxes or something and was unwilling to escalate my concerns about the repeated calls.This is becoming more than just a nuisance and is rising to the level of harassment.

  

  Business Response

  Date: 05/29/2024

  We're denying these accusations as no one within our company solicits customers via telephone. We don't have any customers with that name or address in our system. They could potentially have the wrong company. 

  Please let me know if you need any further info. 

  Regards,

  *******

• Initial Complaint

  Date:10/26/2023

  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.

  I hired ********* to replace my roof and gutter. Supplies were delivered on October 4th, I was not home when supplies were delivered. When I got home I immediately noticed damage to my driveway. I text ****** the field rep and he replied the next day that he would let production know and the supply house would take care of it. I heard nothing back from anyone. On 10/17, I called the office and explained the problem and sent pictures, via email to ***************************. She told me someone would be contacting me. No one did. On 10/19 I received a invoice via email for the balance of the job. I emailed ******* at ********* on Oct 20th and told her that since no one was either calling me or coming out regarding the driveway, I called three concrete contractors for estimates to do the repairs. I hired a contractor for $5000 to remove the damaged areas only and pour new cement and that I wanted the $5000 credited to my invoice. I also shared with her that there was now a small issue with the roof that my son noticed in the back of the house where the new drip edge doesn't overlap the fascia. I text ****** the rep the day my son noticed it, along with a picture, again, no response. I then emailed her again on 10/25 informing her that I have heard nothing from anyone at the company regarding the driveway. or the roof repair. Then late in the day on the 25th I receive an email with the original invoice attached stating that someone by the name of ****** the production manager" has been reaching out to me to resolve the issue. Which is a complete lie, as NO ONE has contacted me. 2nd, they state that the damage was pre-existing, which is also a lie. 3rd, they stated "we very much want to resolve this matter, but cannot do so without my assistance. and they would put a Lien on my home if I don't pay the balance or respond to the email. I immediately emailed them again stating no one has attempted to contact me in any form., let alone come out.

  

  Business Response

  Date: 11/22/2023

  Hi *****,

  Unfortunately, you've written a complaint on the incorrect company's page. We are Pro Restoration and it sounds as though you are trying to reach *********. Sorry for an inconvenience. 

  Best,

  *******