Complaints

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

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  Monroe Restoration

  411 W Mishawaka Rd Elkhart, IN 46517

• 

  Monroe Restoration

  288 N. Mayflower Road South Bend, IN 46619-1534

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  Monroe Restoration

  288 N Mayflower Rd South Bend, IN 46619

• 

  Monroe Restoration

  6111 Cross Creek Blvd Fort Wayne, IN 46818-1719

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:08/22/2024

  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.

  The provider has not completed work and repairs promised by previous general contractor/manager. We have been getting pushed off via text and phone for going on 6 months now.

  Business Response

  Date: 09/04/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by **************.
  
  After reviewing the situation, it appears there was a misunderstanding regarding what is covered under the warranty for the flooring in question. The scratches ************** experienced were not covered by the terms of the warranty, as they resulted from external factors rather than defects in material or workmanship.
  
  We understand that ************** has since hired a third-party contractor, Avanti, to replace the damaged portions of the flooring. While we regret any inconvenience this may have caused, we are confident that our warranty was clearly outlined and applied appropriately in this case.
  
  Please feel free to contact us if any further clarification is needed, or if there is anything else we can assist with.
  
  Thank you for your attention to this matter.
  
  Sincerely,  
  *****************************

  Customer Answer

  Date: 09/04/2024

   I am rejecting this response because:

  ***, the gentleman who was running our job site, promised that all of the flooring would be replaced due to a months of being pushed off.  Monroe continues to push off completing the work at our home due to "being uper busy with other work."

  The floor was installed incorrectly and the issue has been acknowledged by Monroe.  The flooring company is supposed to come to complete the initial installation of the floor, as it was installed incorrectly and not level.  When Monroe tore out the initial flooring, they did not tear out all of the underlayment and only removed it in a few spots.  This caused the floor to be level and "flapping" in sports when he flooring company complete the installation.

  Monroe attempted to fix the issue by removing flooring up to the spot where the issue is and they were unable to fix the issue.
  

  Monroe has since sent out the original flooring company to evaluate what needs to be fixed.  The flooring company has stated that much more flooring needs to be replaced because Monroe incorrectly removed and re-installed the flooring in their attempt to repair their mistake.  They pointed out multiple spots where Monroe re-installed the flooring incorrectly.

  This is a company that is more concerned with collecting insurance money up front then pushing the customer off as long as they can.  This claim was started almost a year ago for a job I could have finished myself in under 30 days.

   

  
  

  Business Response

  Date: 09/06/2024

  Dear Mr. *****,
  
  We appreciate your continued communication regarding the flooring project. We would like to address several points to clarify the situation.
  
  First, the additional flooring was ordered at your request, and we are currently awaiting its arrival, which is expected on or around 9/11. Avanti will be installing this flooring no later than the week of 9/16. Its important to note that the need for additional flooring arose due to damage caused by dragging cabinets across the floor. This damage is not related to the original installation or any fault on our part.
  
  Regarding your concerns about the floor's functionality, we want to clarify that the remainder of your warranty issues has already been addressed. At no point did ***, or any other representative of Monroe, promise to replace the floor, we apologize for any misunderstanding. The floor remains functional, and the concerns youve raised stem from misunderstandings about how a floating floor is designed to operate. The floating floor system allows for natural movement, which can be influenced by the framing. Our team also used liquid underlayment to ensure it met the manufacturers tolerance requirement of 3/16" in 10 feet.
  
  We understand you are frustrated with the situation, but the movement and any imperfections in the flooring are due to external factors, including the existing framing. As this issue is unrelated to any workmanship error on our part, it is not covered under warranty. However, our team remains committed to ensuring that the job is completed properly and within the agreed-upon specifications.
  
  Its also important to note that weve worked diligently to address your concerns, despite the challenges in coordinating multiple teams and schedules
  
  We hope this clarifies the situation, and we look forward to resolving any outstanding issues once the additional flooring arrives and is installed by ******.

  Customer Answer

  Date: 09/06/2024

   I am rejecting this response because:
  
  *** himself acknowledged the issue with the flooring installation.  The entire floor was to be stripped of underlayment and your team did not.  You attempted to correct the issue and did not.  This was verified by *************.  He acknowledged why the issue existed and determined he would've the flooring company come to fix it.  Due to *** not responding to meme verbally stated he was "Just goin to have them replace the unloved areas and the scratched pieces.

  When Avanti came out, they verified the issue existed under the kitchen counter and also showed me many other pieces that had to be replaced due to Monroe not re-installing the floor properly after they removed it and attempted to correct the uneven floor (which was due to them not completing the tear down originally.

  I can remove this flooring now and prove where your company failed to tear out the original subfloor and installed flooring where there was an uneven subfloor because of it.  I can also produce Text messages and Audi recordings of everything we were promised.

   

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

  Business Response

  Date: 09/06/2024

  Thank you for your response, it appears that Avanti will be handling any issues to the floor.

• Initial Complaint

  Date:06/14/2023

  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.

  They stole all my original oak woodwork from my home, my original oak handrail. I had to get the county involved because they did not pull permits. They billed my insurance for multiple items and services not provided My home no longer has the character and charm it had prior to Monroe Restoration coming into my home They took no care in my home while in it. The stove was broke from them, the lights in my home were broke, the area rugs were destroyed and not replaced. The head ********************** and ***** personally removed my rugs after they were not taken in to be cleaned and were to replace them. They broke register grates made of oak and did not replace, they broke my screen door on my porch and did not fix or replace. They left holes in my drywall. They charged me 3 times to remove and replace my bathtub, only had 1 to remove and replace. Charged for tile to be replaced and none was replaced. Charged for a garage disposal that I never had or installed. Charged for a replacement of microwave that I never received. They took my stair landing off and broke the wood and just screwed it back in leaving s**** heads showing and holes. There are gaps in the steps they just left and in one spot put a piece of unfinished trim under the step to hide the gap. The doorway was not framed appropriately and left large gaps in the trim and filled with wood filler as a corrective action. They didn't measure trim correctly and shoved shims in the gaps and stained it so I wouldn't see it. So the trim that was replaced due to the original being stolen, has stain runs and large gaps against the walls.The original floor was only supposed to have about a 2x3 section that needed taken up and sent it to be kiln dried and replaced. Then I stopped by to check on my home and all my oak flooring was in a pile in the middle of my living room. They used my stove at a work counter and used to heat my home while they were working and left in for days, Burning out the heating element.

  Business Response

  Date: 06/14/2023

  We have received your complaint submitted to the Better Business Bureau, and we take your concerns very seriously. We deeply apologize for the negative experience you have had with our company, and we want to assure you that we are committed to resolving this matter to your satisfaction.
  Upon reviewing your complaint, we acknowledge the following issues you have raised:
  

  1. Theft of original oak woodwork and handrail: We understand the sentimental value of **************** woodwork, and handrail in your home these items were on the scope of work you signed before the project started. We sincerely apologize for any inconvenience caused. We will conduct a thorough investigation into this matter to determine how this occurred and work towards a suitable resolution.
  2. Lack of permits and billing inaccuracies: We apologize for any failure to obtain the necessary permits and any discrepancies in billing. 
  3. Damage to your property and belongings: We deeply regret any damage caused to your stove, lights, area rugs, register grates, screen door, drywall, and other items. It was never our intention to cause any harm or inconvenience during the restoration process. We will assess the damages and work with you to rectify the situation promptly.
  Incomplete or inadequate workmanship: We are sorry for any gaps in the steps, broken wood, unfinished trim, and other deficiencies in the work performed. We will immediately assign a team to revisit your property, assess the situation, and address these issues with the utmost care and attention to detail.
  

  Our goal is to ensure your complete satisfaction, and we would appreciate the opportunity to discuss this matter further. Please contact our customer service department at our office. We are committed to resolving these issues promptly and to your utmost satisfaction.
  

  Again, we deeply apologize for any inconvenience.