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:08/13/2024

  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 company has failed to complete the rebuild on my house that they have been paid for. There have been two opportunities given to correct this situation and they have refused to comply. They are not communicating with me.

  Business Response

  Date: 09/09/2024

  The scope of work that was performed at this residence is being paid for by the insurance company.  Yes she did give us a $50,000 check.  Yes we have communicated with her.  Yes we are still owed over $9,000 from ** ******* for our pack back to her storage unit.  Also the insurance won't cover upgrades as far as her insulation *** she demanded we put in her home.   ** ******* doesn't understand she will be paid additional supplementals for her.  I wish her the best of luck with her rebuild but at this point there isn't anything further to discuss.

• Initial Complaint

  Date:12/27/2023

  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.

  The drain line from our washing machine became unhooked from the drain in the laundry room which soaked the carpet in the living area of our basement. We had this company come to our house to get the carpet vacuumed and blow dried. The techinician gave us an estimate of $375 - $400 to do the work. I authorized this work electronically on the tech's tablet and they began the work. In the process of vacuuming up the water, they cut out a portion of the carpet at the foot of the stairs, which I did not authorize. The tech told me that the vacuum could not get close enough to the stairs to remove the water so they were going to take this section back to their shop to get all of the water out. They then set up portable fans/blowers to complete the drying process for the remainder of the carpet. The techinician then asked for a "deposit of $500 which would cover the work and rental of the fans/blowers for two days, which I did. Two days later I got a call from Rob of A+ Restoration saying the total cost would be $3,500 - $3,700. I spoke with him today and he said that he "was legally required to do a complete sanitation of the carpet," since the water contained sewage. I do not know why he said this since it was just water from the washing machine. I was never told about this requirement nor was a cost of $3,500 ever quoted to me. I never would have authorized them to proceed with the work at this price. Now Rob is demanding payment in full for $3,500. As a senior citizen we are living on our Social Security check to check and cannot afford to pay this amount. I do not believe that I am obligated to pay an amount of money that was never agreed to or authorized. I have no paper work about this transaction as everything was done electronically on a tablet.

  Business Response

  Date: 01/18/2024

  A call came from one of our lead generators at 4:00pm, Sunday 12/3/2023, 
  ***** ******  
  ***** *** ***** ** 
  ******** ** *****
  
  We arrived at the residence to do an assessment and explain the processes. After being fully informed of the assessment and process, they signed our work authorization and we began the work.  
  We follow the industry standard of care, IICRC S500. Our technicians are instructed to never give estimates and I'm confident our technician didn't give and estimate. Our work authorization is a good faith estimate that shows the billing practices upfront. The customer read the entire work authorization and was not rushed.  The customer was with the technician as he explained the process. The carpet and pad in question was contaminated and needed to be removed. Also the contaminated water passed through and under walls and  into the seal plate on the floor etc.  
  In the middle of us performing services, the customer halted our process and asked why we were removing affected materials. After the technician explained the process again, the homeowner allowed the technician to complete the job.  
  We set up the appropriate equipment, applied antimicrobial where needed, and monitored the job for three days.  This job was completed professionally and correctly by A+ Restoration.  Please understand that we did 183 jobs in 2023 and this is the first complaint we've received.  For a faster resolution of this job, we are willing to apply a 25% discount to come to a resolution to this matter.
  
  
  Thanks,

  Jared P*******
  A+ Restoration

  ###-###-####

  Customer Answer

  Date: 01/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  A 25% discount does not address the original complaint. I will happily take a lie detector test to prove my assertion that I was quoted a cost of $400.00 and paid the representative $500.00 which he stated would cover the cost of renting the fans and dehumidifier.  We now are forced to replace the section of carpet that they removed without informing me they were going to do so. As I said in the original complaint, there was no mention of a cost exceeding the $400.00. The document I signed authorizing the work only comprise vacuuming the carpet, and setting up the dehumidifier and fans to complete the drying process. I trusted the representative's statements to me about the cost because I checked their reviews and saw that they had a 5 star rating. The carpet and padding only cost $1,600.00 including installation, so I would never have approved a $3,500.00 cleaning job.
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 07/08/2024

  Jared P*******
  9:22 AM (3 minutes ago)
  to me
  
  ** ****** hired a law firm and told us not to have any communication with him moving forward so we quit responding and asking for payment.   It's not worth our time to pursue this issue and deal with lawyers moving forward.
  
  Thanks,
  
  Jared
  
  A+ Restoration

  Customer Answer

  Date: 07/09/2024

  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. 
  
  
  
  Regards,
  
  
  
  ***** ******