We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Fire and Water Damage Restoration

Morehouse Squared LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/25/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    We had a house fire 02/01/24. Our restoration company contacted rainbow to take our belongings. Called to rainbow 11/12/24 to return our salvageable items. They started bringing back some of our items along with things that didn't belong to us. They lost and or broke some of our belongings. I have talked to the owner ***** morehouse on several occasions and he promised to reimburse us $1910.00 and now we have not been able to settle this with them. He doesn't return my calls. Rainbow restoration has been paid by my insurance company. I would like to get the money owed to us.

    Business Response

    Date: 02/26/2025

    Thank you for the message.  Rainbow did in fact have an issue with this job where it was delayed and there were issue around the contents.  Some of the contents were not cleaned properly, were not handled properly and the organization of the contents was lacking.  I do not like to make excused but feel it may help with understanding our issues around this claim.  We had a manager that became overwhelmed with lots of jobs as we had 9 large contents cleaning jobs at the same time.  The manager was not able to give the customer service needed as well as efficiency of the processing of the contents in a manner that is satisfactory to the homeowner and insurance company.  This manager does not work for us anymore and we have immediately corrected the performance issues we had with the team.  We have in fact, removed additional members of the team that were not performing at a high level as we have during the 18 years of business.  We had a bad stretch during this time but it has been corrected.  As far as the payment owed:  I made a trip out to the home owners today and gave them the $1910 check and apologized again for how we handled this job.  I shook both of their hands and said sorry and went on my way as this job is complete.  The only part of the complaint I will push back on is my communication with Mrs ************ I took over the handling of the issues and called the other contents company to make sure they had everything on the list to send to the adjuster, I made sure our non salvage list was handled and sent as well.  I called the homeowner and negotiated a customer refund for items missing or broken and promised a check .  I did not talk to them for 10 days as I thought it was finalized and they recived the check.  I found out 2/25 they in fact did not receive the check and that is what sparked the formal complaint.  Like I said, I drove out to their home today and wrote another check and handed it to them.  We are all square now and the home owner is satisfied.  We have learned a valuable ****** on this and have implemented actions that will prevent this from happening again.  

    Customer Answer

    Date: 02/27/2025

    We met with ***** yesterday and received a check as we agreed upon. I am satisfied with the arrangements. Mixing up the contents from our home with other clients contents made for an overwhelming task to get back into our home. This delay in finding our items has also held up the settlement with our insurance company since last November. 

    Customer Answer

    Date: 02/27/2025

     
    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,

    **** *****

Morehouse Squared LLC is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.