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:07/21/2023

  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.

  This company was
  Hired to resolve a water drainage problem on our property. They install a drainage system that was a fail. After weeks of calling and texting they came back and redid some of it. In the process they scattered gravel all over the property (this WAS a maintained area). After more calling and texting they came back scraped an area to remove most of the rock into large piles on the property and made another attempt to correct the drainage problem. A worker hand drew a picture of the plan of what he thought would work asked us if we agreed and asked us to sign it to which my wife ***** did (I am blind in my right eye and don’t see well) we are not drainage experts that’s why we hired them. They worked again on drainage ditches we received a rain over the weekend again failed. The worker who drew the picture did come to the site on Sunday to see problem areas. Monday was to wet to work on areas and Tuesday while we were at an eye Dr appt company came and pulled out leaving no explanation and leaving piles of dirt mixed with gravel and a pile of gravel all large piles! We are 64 years old my husband is disabled and this was left for us to deal with. We are now out thousands of dollars and a mess. We did try to contact owner ****** ****** but was never able to speak to him. We left a honest review on the company Facebook page and ****** sent a text telling us he had filed charges for harassment!

  Business Response

  Date: 08/02/2023

  Throughout our work on your property, Re-Nu Restoration, LLC has taken your concerns very seriously, and has done everything within our power to go above and beyond in order to rectify all issues that you have raised.  Re-Nu Restoration, however, does not believe that the allegations in your Complaint present the full picture as to what occurred in our business’ dealings with you.
  To be clear, in June and July of 2023, our company performed work on your property for the agreed upon amount of $5,300.00.  Specifically, we installed spillway drainage systems on your property. Shortly thereafter, heavy rainfall from severe weather over several days washed out some of the rock from the drainage system.  Upon your request, we returned to your property once it had sufficiently dried, so as not to damage your property, and repaired the damage caused by the severe weather.  Furthermore, we extended the drains beyond what was agreed upon when we contracted to do this work for you.  This was all performed free of charge.
  You subsequently changed your mind on how you wanted the drains, and we returned to your property for a third time in an attempt to accommodate your request.  At that time, an employee of ours drew a map to confirm exactly what you wanted done with the drains.  You signed that map to confirm your request, and we completed those alterations to your specifications.  Again, this was done free of charge.
  We feel that we went above and beyond in order to accomplish your requests, despite the fact that you were tampering with the drainage system every time that we returned to your property.  In providing you service that was significantly greater in scope than what was required in our agreement, we incurred approximately $6,000.00 in additional material and labor in our second and third visits to the Property.  Again, we did not charge you for these additional expenses.
  Your assertions that we left a mess on your property are, plainly, false. Furthermore, it is unclear what your pictures appear to show.  Importantly, there is nothing to indicate when these photos were taken.  As such, it is impossible to determine what they are intended to depict.
  Our company does everything that we can to satisfy our customers, and the work on your property is no exception.  The work has been completed exactly to your specifications, despite you changing your mind on what you wanted performed multiple times throughout our work on your property.  Moreover, our company has worked with you in order to address your concerns and has not charged you for labor and materials that have more than doubled the agreed upon price for your project.  
  As such, we have gone far exceeded what was required of us under our agreement.  Customer satisfaction is our number one priority.  We, however, believe that you have mischaracterized what actually happened with the allegations in your complaint.  Furthermore, in seeking to accommodate your additional requests, which were beyond the scope of our agreement, we incurred thousands of dollars in expenses.  As such. we see your current request for a refund as entirely unreasonable.