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:12/13/2022

  Type:Product 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.

  My bathroom is not finished STILL. I paid the $2,500.00 deductible back in Oct. 2022. This company should be out of business. Shame on them!!!!!!!!

  

  Business Response

  Date: 12/21/2022

  Our team has and will continue to strive to bring jobs in on time. We received insurance approval from Mrs. ****** insurance carrier on October 3rd 2022. On that same day we sent in request for labor which was set to perform services on 11/1 and 11/2 but needed to be cancelled due to the material not arriving on time. Work was rescheduled on 11/22 but upon arrival to the home we found that the toilet in the home was severely clogged which prevented us again from being able to perform our services. Our services were not related to the clog in the toilet and needed to be something scheduled through the customer.  We were able to reach the customer again on 12/19 to reschedule the remaining services for 12/22 and to set a final walk through on 12/23. We have since then reached out to the customer on 12/19 and 12/20 to confirm this appointment and have not received a response back as of now. If all is well this project can be completed and closed this week. We apologize for any delays and are eager to come to a completion.

• Initial Complaint

  Date:10/27/2022

  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.

  We contracted with 24Restore to repair our garage after a small fire. Issues really started from Day 1 of when work was supposed to start with demo. The crew showed up to start but someone forgot to order a dumpster so work was delayed. They delayed ordering several materials for months (siding, a door, trim, lighting fixtures, etc) & we are almost 4 months post-fire with over a 1/3 of the work still to be completed. No work has been done in almost a month - the last work was on Sept 28th. They've canceled meetings, told us work was scheduled to be done on 10/25 & then later told us it was not actually scheduled. They ordered siding the week of October 3rd, when we gave them partial siding info that they acknowledged on 7/28. They had to do a sample color match to do another part of the siding, something that other companies have told us takes **** days but for them apparently took 6 weeks. An interior door that was supposed to be done in August was just ordered this month, arrived last week, & was discovered this week to be incorrect (size was wrong I believe). They replaced sheathing on the house in August but never put a vapor barrier up, exposing our sheathing for over 2 months now.Last week, they offered to let us out of our contract & move forward with another contractor, which we accepted on Monday, 10/24. However, they are still delaying us being able to fully get out of the contract and move forward elsewhere. They refuse to give us information on the siding (colors, brands, model or part numbers, etc) to give to the new company so they can order it, further delaying the completion of our project because our new contractor can't order materials. They refuse to simply issue a change order and are demanding an in person meeting. We simply want a change order issued, information on the siding so our new contractor can order it faster, and lien releases. We do have an outstanding balance we are willing to pay when the above information is provided.

  

  Business Response

  Date: 10/28/2022

  As any contractor right now our team is experiencing delays in receiving exterior material. ***************** is 100% correct, the dumpsters were delayed for delivery and the demo work did get delayed because of this. Because of the amount of moving parts that there are with any construction project there are delays that unfortunately occur and our team has communicated each delay to ****************** as they have occurred. What ****************** is failing to discuss in this complaint is that he failed and refused to make the down payment as contractually obligated which also lead to a delay. ***************** is also the one who first suggested terminating the contract and the agreement. Since then we have communicated and scheduled a meeting to go through the estimate of repairs to settle things out as it stands. ***************** has decided to act as his own general contractor and cancel his agreement. Our team cannot put time into providing material list and quotes to ****************** on items that he has clearly requested be cancelled.

• Initial Complaint

  Date:08/08/2022

  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.

  I hired ***************** to fix a water leak with my main water line in my house. The plumber came out in February 2022 to repair the leak. The leak appeared to be resolved. In May, I noticed a leak in the same location. I called ***************** back and they sent another plumber out to take a look. They noticed the issue was not resolved from the first repair and told me that the second repair would be covered under warranty. In early June, I noticed the leak again in the same location. I called ***************** back and I was told it they could be onsite in approximately nine days. On June 16, another plumber came out to make the repair. I was told this repair was also covered under warranty. Then on June 18, ***************** sent out 24 Restore to do a water damage evaluation. The evaluation found that water had leaked under my kitchen/dinning and bathroom flooring and damaged it. The evaluation also found water damage to my cupboards, and they also found mold growing at the base of the cupboards. ************************************************ the area where water damaged was found. The removal took place on June 25. I was told by ************************************* two weeks to schedule a time to look at new flooring. They determined that the cupboards could be reused, and they were able to clean off the molding. Since June 25, I have not received one call from either ************* ***************** on the status of my repair. I have repeatedly called both companies numerous of times over the last several weeks. Each time I am able to talk to someone, I am told by a ***************** rep that the issue is in claims with 24 Restore, and I am told by a *********************************** claims with *****************. It has been over 6 weeks since my kitchen has been torn apart. I am unable to **** food or clean dishes in my kitchen and I have been given no accommodations for my inconvenience. It appears neither company wants to respond to me. I am filling a complaint to the BBB for both companies.

  

  Business Response

  Date: 08/09/2022

  ***************** has notified 24Restore that they will not cover the repairs at the home of ******************* as the believe the repairs are from a previous leak not related to their repair. Since ***************** sent us out for the drying portion which was completed they have agreed to pay for that portion only. The complaint should not be with 24Restore as we did not create the leak nor did we cause the damage to the home. We were there to help where requested and not to determine who was liable for what. We empathized with ******************* and hope that she understands why we cannot perform additional services not knowing who is ultimately going to be paying the invoice. We recommend that if ****************** is not able to come to an agreement satisfactorily with ***************** that she contact her insurance company directly for additional direction and assistance.