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Business Profile

Fire and Water Damage Restoration

Monroe Restoration

This business is NOT BBB Accredited.

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Reviews

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

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Monroe Restoration has 4 locations, listed below.

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    Customer Review Ratings

    1

    Average of 1 Customer Review

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    Review Details

    • Susan and Douglas P.

      Date: 06/30/2023

      Susan and Douglas P.

      Date: 06/30/2023

      We have been very disappointed in this company! Will not correct errors made on our job after we had a fire. Fire was December 25th 2020. Our carpet was replaced the next summer after restoration was completed. Warranty was for two years. We contacted *** and he came out February 1, 2023. Said he would contact us the following Monday. No call. Left numerous messages and no response. Finally had him back May 3rd with Carpet layer. Would call us in a few days. No call. Kept calling until receptionist said we would be receiving a letter. Never received one. Call Monday June 26th and was told the team would contact us . No call. Called today and was told it was out of warranty. It wasnt when we started this. ********* dip down and can be seen though the whole room. Even where not walked on. So disappointed in this company. Do we have any recourse at this point?**** and *******************

      Monroe Restoration

      Date: 07/04/2023

      Dear Mr. and *****************,


      We apologize for any inconvenience or frustration you have experienced with our company regarding the carpet seam issue following the fire incident on December 25th, 2020. We understand your disappointment and would like to address your concerns.


      Upon receiving ************************** call on January 30th, 2023, we sent our representative, to inspect the carpet seam. Following his inspection on February 1st, 2023, he determined that the seam was not coming apart but rather showed normal wear and tear expected after two years of use.

      Consequently, we closed the job on February 2nd, 2023, as no repair was deemed necessary.

      On March 14th, 2023, when **************** called again to discuss the warranty, we explained that the seam was not damaged and fell within the realm of normal wear and tear.

      However, we understand that you persisted with your concerns, and on April 26th, 2023, the  ******'s requested that the carpet layer, and supplier, come and inspect the seams. Due to suppliers recent surgery, the earliest date available for the inspection was May 2nd, 2023.

      During the May 2nd inspection, the supplier carefully examined the carpet seams and confirmed that they were intact and not damaged. He even expressed his willingness to reach out to the factory to investigate if any similar issues had been reported by other customers.

      On May 10th, 2023, the installer informed us that there were no reports of seam problems from the factory and reiterated that the seams were tightly intact. He also explained that after two years, it is expected to observe normal wear and tear in high traffic areas.

      We understand that you reached out again on June 30th, 2023, and spoke to one of our team members. We regret any miscommunication or misunderstanding that *** have occurred during that conversation. We reiterate that the carpet is not a warranty issue and that the seams were determined to be in good condition during the inspections.  This also meets the standards of ************************ CRI-105 that states seems will not be invisible. 

      We genuinely apologize for any frustration caused, but we have thoroughly investigated your concerns and found no evidence of a workmanship warranty claim. If you have any further questions or require additional assistance, please do not hesitate to contact us. We value your satisfaction and appreciate your understanding.


      Susan and Douglas P.

      Date: 07/08/2023

      I find it interesting that Monroe Restoration documented the calls and the visits. What was not done was contacting us with their findings which prompted all my calls. We were never contacted and that escalated our frustrations. I have attached a picture of the seam. It isnt coming apart, it dips down like a trough. On the last visit one of the gentleman even made the remark about the front area was still new looking and the dip goes the full length of our room. We are seldom in that area. Lastly, I started this complaint before the warranty would have ran out. I was told we had 2 years. Im not responsible for the delay in the company issues. We are planning on contacting a local carpet company to see if there is a fix to our issue. Our home was custom built and our previous carpet was down for 17 years and never showed this wear. I was hoping Monroe Restorations would honor their work. Insurance paid for it to be restored to the same value. *** and ********************* Unable to attach picture.

      Susan and Douglas P.

      Date: 07/18/2023

      Is this complaint done? No further action from Monroe Restoration ? They get by not being responsible for inferior quality of our restoration?

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