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Business Profile

Building Restoration

Restorations by Highmark
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/20/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Restorations by Highmark did a rebuild in our kitchen from water damage. It was through an insurance claim. From the beginning they told us that if they didnt do all of the work quoted we would be credited on the final bill. We did just that and on the final invoice they charged us for work that they did not do and on other line items only gave us partial credit for work they didnt do. The final invoice was $2,590.17. To my calculations, it should be $447.27 less due to work they charged us for but did not do. When we asked them about the discrepancies they kept passing us on to someone else in the company and when we finally got some sort of answer they simply said that its overhead they can charge us thats in the contract even though they didnt do some of the work. If at the beginning they had made it clear that there was a minimum charge we would have just had them do the work but this was not the case. At this point I am paying the final invoice minus the $447.27 in dispute.

    Business Response

    Date: 11/25/2024

    We are issuing a credit for the amount disputed.

  • Initial Complaint

    Date:11/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 had engaged this business in May 2024 to repair water damage underneath a sink of a townhome. The business had made no mentions of not being able to complete the work in timely fashion when initially contracted. The first phase of the work of removing the damaged contents of the home was completed by early June. However, the second phase of work has been ongoing since. The company had not put the remaining work on the calendar until early August and had forgot to do so until I had contact them in July. At this point the work was estimated to be complete by the end of August. Deadlines continued to be missed thereafter and workers stopped showing up entirely as of October. As of 11/8/24 the work is still not complete. Additionally, on 11/8 the business's ******************************* threatened to put a lien on the home if an amount outstanding was not paid by 11/13, despite the work not being complete. I have since paid the invoice to avoid this but hope Highmark can follow through with completing the work. Overall, this has been a nightmare experience, between the rudeness of managers on the project, showing up at unscheduled times, not showing up at scheduled times, the utter lack of accountability by this business, and most importantly not communicating true timelines of the project. Errors happen, labor shortages happen, but what's not an acceptable business practice is withhold true timelines to customers to prevent them from choosing another provider to do the work who has more bandwidth.

    Business Response

    Date: 11/19/2024

    We're sorry to hear about your experience and appreciate you bringing these concerns to our attention. A member of our team will be reaching out to you to discuss further.

    Business Response

    Date: 11/25/2024

    We reached an agreed price with insurance on the rebuild August 6th.  We started this project August 12, despite not receiving a down payment which is against our policy.  The cabinets showed up wrong on September 19th....this is sometimes an unfortunate reality in construction.

    It took 10 calls and voicemails to finally get our down payment which arrived November 19th.  This job had been placed on hold due to non-payment.

    Since the down payment has been received, the labor, material and subs have been lined back up to restart this project December 4th with a tentative finish date of December 9th.  All schedules are published on the homeowners BuilderTrend portal.

    Reach out to ***** ******, your Project Manager, with any questions.

    Regards,

    *** ********

Restorations by Highmark is BBB Accredited.

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