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:11/20/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Poor Quality work. Difficult to do business with. Unprofessional behavior.

  Business Response

  Date: 11/28/2023

  It’s very disappointing to hear that you’ve filed a complaint against our company. The reviews of countless satisfied customers illustrate a history of our excellent work and attention to detail. We always go above and beyond for our customers, and your project is of no exception.  

  Rainbow Restoration made a good faith effort to complete your project as approved by you and your insurance adjuster. We met and often exceeded every expectation of our contract.
  
  Based on the approved project scope and contract signed on September 18, 2023, Rainbow Restoration was engaged to clean, seal and paint your home as a result of your soot damage claim.
  We met multiple times before the start of your project to ensure you understood the scope of work and the process by which we would work, floor by floor. And we agreed that an installment would be paid upon the completion of each floor.

  We took great care to satisfy you and return your home to pre-loss condition. Pre-loss condition is defined as the condition of your home prior to your soot damage claim.  We were only bound by our contract to return your home to “pre-loss condition”.  
  
  Imperfections on your wall from previously poor paint applications pre-existed your claim and it is therefore unreasonable for you to expect that they will be completely removed. However, in an effort to keep you satisfied, our team addressed many imperfections and sanded drywall and repainted areas though it was not part of your approved scope. The labor and materials incurred as a result of these efforts total $3,902.53.
  
  You may choose to discuss this additional expense with your adjuster and request a supplement to your claim, but as we were only engaged and approved for the cleaning, sealing and painting of your home, this work fell outside the scope, which we explained to you on several occasions, and is therefore your responsibility.
  
  Your contract signed on September 18, 2023 further stipulated that Rainbow Restoration is not responsible for damage to and/or storage of your personal belongings. On item Number 6 of your signed agreement, you took full responsibility for removal, protection, and storage of your personal and valuable belongings. Item Number 6 further stipulates that “RAINBOW RESTORATION shall not be liable for: a) Conditions that pre-existed the specific event RAINBOW RESTORATION was hired to address”.
  
  Based on the labor performed to date, and taking into consideration your payments totaling $30,007.94, you owe a remaining balance of $7,262.08. This includes the $3,359.55 remaining for work under your approved project scope, and the $3,902.53 for work completed that fell outside your adjuster-approved project scope.
  
  Rainbow Restoration is willing to resolve this issue amicably upon these conditions:
  Payment of the balance due totaling $7,262.08.
  
  The homeowner shall indemnify and hold Rainbow Restoration, its officers, officials, and employees harmless from any and all claims, injuries, damages, losses or suits including attorney fees, arising out of or in connection with this breach of contract.
  
  The homeowner shall not slander nor defame Rainbow Restoration, its agents or its services publicly or on any public forum.

  Your signed contract, halted scope of work, add-on scope of work, and final invoice are attached. 

  
  

  Customer Answer

  Date: 11/28/2023

  Matted down, mildew carpet from them placing plastic wraps on wet/shampooed carpets-and letting it sit for weeks. 

  Customer Answer

  Date: 11/28/2023

  This is how they stored our personal belongings

  sharp objects laying on leather couch and on wooden table. Tv and glass picture stored up against each other-no protection. 
  

  this is their final paint job. 

  Customer Answer

  Date: 11/28/2023

  Complaint: 20886481
  
  I am rejecting this response because:
  
  Mildew carpet in child's room. Carpets shampooed weeks ago-mattress and belonging laid on top of plastic tarps (on wet carpet) the same day floors were cleaned-sat there for weeks-not to mention carpets were shampooed prior to sanding/painting-

  Crew members repeatedly washed paint rollers in the kids bath tub after being told and asked to use the utility sink in the garage. After being brought to the project managers attention-they decided to rinse the rollers in the master bath sink-which is not draining currently-pictures to show. This is just a few of the many ways the company disrespected our home and space. 

  multiple broken items-in the original bug we paid for bubble wrap and boxes-some random things were boxed up and others were not. Sharp mirror placed on leather couch and table. Tv and glass picture up against each other-no protection-middle of the room.
  

  paid for two coats of paint-multiple areas still have original paint showing through.

  Upstairs ceiling still has soot showing through

  *insurance Adjustor and a painter both questioned if two coats were to be applied-it's apparent only one was used.

  picture above is a wall that was painted-mirror hung-and holes left in the wall..
  

  main wall upstairs was "painted by the wrong person-project manager" and sanded down. The  exterior paint was purchased and used-which looked worse-wall sanded again. Owner was at the house to admit fault of both these situations and agreed they needed to repaint. At this point the number of times the wall was sanded has left major drywall damage-a drywall company will be out this week to repair the drywall as that's the only remedy at this time. 
  

  paint drips on trim from sloppy workmanship.

   

  I could go on and on with pictures to show. 

  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 11/29/2023

  
  
  
  I am out of town in the mountains and having a hard time uploading photos due to poor phone service. The bigger issue is that I am having to spend time away from my family during a family vacation to deal with this mess!!
  We hired a company to do a job by which they have not completed and made more of a hardship and financial mess for my family. The kids were without beds for weeks because of how the process went. The kids were sleeping on the floor in the master room. We requested that the owner finish the kids room before starting in on the master bedroom so that we could get the rooms back in order and restore some normalcy for them. He did not agree with that plan and chose to start working in on the master bedroom and bathroom while the kids rooms were still torn up.
  They came to our house and sold us a nice package that we would be responsible for our insurance deductible, and nothing more. They assured us that the job would be done to our liking, and that there would be multiple walk-throughs throughout the process. They said no job was complete until we were fully satisfied. At the beginning we tried to get them to give us a bid for restoration only, not including the painting. They told us that they would not guarantee their work, unless they primed everything. I point-blank asked the owner and the project manager if they would go through and patch holes and repair the walls prior to painting. They looked me in the face and said that yes they would repair the walls prior to painting. I asked him if they had quality painters to do the job and they assured me that they did. They came in early October put ram board on the floors and started to box certain areas on the main level and certain areas in the upstairs. There are some personal belongings boxed up. Majority of them are still out. As you can see in the pictures they have stored my belongings in a way that does not keep them safe and according to the contract-we paid for bubble wrap and boxes. They have stored sharp mirrors on top of leather couches and wooden tables, they have stored a TV and a glass photo up against each other with no protection. My rug is wadded up in a ball and shoved under the couch. It has been this way for weeks. They have scratched a nightstand by which the project manager tried to repair with paint pens, they have scratched a bedroom dresser, which the owner claimed he would buy a new one and store the old one in his sons room, they have broken curtain rods from a room because it was stored unprotected , they shampooed the carpets very early on in the project, and the same day the carpets were shampooed, they put down plastic tarps, stored our daughters mattress on top of it, and her personal belongings which sat there for weeks. I personally questioned the workers the day the carpets were shampooed, and I noticed the tarp and all the belongings down. They assured me that the carpets were dry. I asked them again, questioning how they shampooed the carpets and allowed them to dry and personal belongings down in less than a five hour workday. Again, they assured me that they were dry. Once we decided to let this company out of their contract per their request, we went to go put her room back in order and the smell of mildew was wretched. We have not let her go in her room since. We have had another restoration company come out and they are due to shampoo the carpets next week just so that she is able to go back in to her room.  We purchased an O zone and HEPA air filter to clear the smell just so that you could go in and out to grab her laundry and in an effort to not contaminate the rest of the house. The kids are all on daily allergy meds and one of the family members is on allergy shots all of which are allergic to mold and mildew so we were required to do this just so we could safely be in our house. According to the ********
  environmental solutions mold test there is trace
  amounts ot Cladosnorim identified on the brown wooden drawer set that remained in this room and on the carpet for the duration. The mattress is unusable for safety concerns.  They broke our son's collectible deer skull on the very first day, and we were at the house when the worker called ****** to notify him of this. They were told at the beginning to use the utility sink in the garage to clean up and rinse all paint supplies. On multiple occasions, they rinsed rollers and brushes in our sons bathtub requiring the house cleaner to scrape paint out for multiple weeks. When we mentioned it to them they decided to use the master bathroom sink to rinse the paint brushes instead- we have photos of purple paint in the sink and as a result the sink won't drain appropriately. They came in and they cleaned the basement first and it is the only level complete at this time. They cleaned a little on the main floor, cleaned a little on the upstairs, painted a little on the main floor, and painted a little on the upstairs, going back and forth between levels. On multiple different occasions, we asked for a plan of what they would be cleaning so that we would have a better idea of where the workers would be for that week. The project manager told us he would get that for us and at this point we never did receive it. The workers would show up about 945 to 10 AM. They were gone about 330 everyday. They stopped mid day for a long lunch break and took multiple smoke breaks throughout the day, a couple of days there were no workers reported to the job which we understood, if an emergency came up the crew would be pulled. It was kind of a running joke between the workers and myself, that every time I came home from work they were outside on break. As funny as it was, this was the case every single day as it didn't matter what time I came home. They had people painting the walls that are not qualified painters. The workmanship is questionable at best. ******, the owner, came in and he agreed that the work was not good and that they would redo it. They sanded down the wall and the next application of paint was exterior paint that they purchased from the store, which made this job look worse. Once they realized the exterior paint was purchased and used on the walls, they removed the paint cans from the premise, at this point we do not know what exterior paint was used on our walls and if it's even safe for that paint to be inside the house! ******, again, came in and agreed that the job was not their best work, requiring them to sand down the wall down again. At this point the wall looks like an orange peel! According to a second painter, that we had come to the house, this wall will need drywall repair in order to get it back to its reconditioned state. At first, the owner was agreeing, and owning up to the fact that the workmanship was not their best quality. As the project continued to go on, he then blamed us for having 'too high of expectations', and that 'we would never be happy'. He came to us with a dollar amount, asking to get out of his contract . The very next working day, he said that his painters now completely understand our expectations and that they were happy to complete the job and do whatever it took to make us happy. As insulting and infuriating as this was, we continued to let them do the job. Currently, there are multiple areas in each room upstairs, where there is original paint, showing through. According to the bid, we were paying for two coats of paint, but there is original paint showing through! The ceiling in the upstairs level, which they are requesting more money for has soot remains. You can see soot all along the edges in the main area ceiling, and in our daughters bathroom, indicating that only one layer of paint was applied. They painted the master bathroom wall and hung mirrors, leaving holes in the wall as seen in the picture. They have left paint drips along the trim in the master room. There's an area where they left a big gouge in the wall and repainted after sanding it down, but as you can see in the photos, it is also questionable quality work. At this point as he was pushing, harder and harder for the rest of his money, and the job was not getting done, we decided that it would be best to cut ties from the company. We were told that they would come in box all of our stuff up, clean, paint, clean all the belongings that were in the box and store them back on the shelves. He is requesting the money for the upstairs, and at this point, the belongings are still boxed up. We replaced everything back to the closets to its original order so that they would not have to do it. The trinkets and things that were hanging on the walls are still boxed-not cleaned and not back in the original order.. again-I could go on and on about how this job ended in a disaster or I can just recap it here..  We have been nothing but patient and kind to the workers. Our house has been in shambles since the beginning of October. The job is not halfway complete. They have been paid a little over $30,000 and requesting more payment. We are having to get another restoration company to come in and re-clean the carpets that they have ruined with mildew and cleaned early on but continued to paint/sand/paint and walk all over them. We are having to have a company come in to finish the restoration job on the main floor, having a painter come in and repaint the upstairs rooms because there's original paint showing in all of the rooms they painted plus defects they left, the ceilings need at least another coat of paint to cover the soot remains, repair and repaint drywall they ruined along the way, and who knows about the plumbing-we have not addressed this yet. We had the painter come in for an expert opinion just to make sure that our "expectations weren't too high". The painter is the one that pointed out the soot on the ceilings and several other areas with original paint showing through. He is also the one who told us the only way to repair the main blue wall was with drywall repair and repaint. We had an insurance adjuster come in with his trainee who  both indicated that multiple areas looked like one coat of paint was applied at best. With these two expert opinions, we find it very hard to believe that our expectations are the problem here. In response to their refute, we do not agree to pay them more money for a job that is incomplete as shown in the pictures. Out of the monies they have received we need to be compensated to replace our damaged belongings and pay to have another restoration company and painter to repair and finish the job they started. 

  Business Response

  Date: 11/30/2023

  Mrs. ****,
  Your fictious claims are getting completely out of control. Let’s stick with a timeline of the facts.
  
  Fact: We sat down with you in your kitchen on August 30, 2023 to take you line by line through your project scope and explain pre-loss condition. And we discussed the work your insurance adjuster approved for your project scope. And the payment schedule for the project. You ag**** to it all and signed our contract on September 18, 2023.
  
  Fact: Before our painters ever set foot in your home, you had sink and tub draining issues. In fact, *** requested that someone from our reconstruction team take a look at the sink and tub because you had been having trouble with them draining slowly prior to your project starting.
  Your slow draining sink and tub pre-existed our arrival. And I can assuredly say that it is against our company policy and protocols to rinse paint brushes in tubs and sinks, and our team is very aware of it.
  
  Fact: You requested that we do your HVAC and carpet cleaning prior to the painting, because you had new furniture on the way and didn’t want to wait to move the new furniture into their respective rooms. We obliged your request.
  
  Fact: Our steam extraction method of carpet cleaning does not leave carpets wet. Our steam extraction method allows items to be safely placed back on the carpet within 20 minutes of their cleaning.
  
  Fact: On Wednesday, October 18, we did a walk through of the upper level giving you the opportunity to let us know if there were any issues with the paint application, and you gave us a list of touchups which we were ready to address. At that time, we took the opportunity to walk through your main level and point out and photograph the imperfections that already existed. Further, reminding you that a coat of paint would not fix them.
  
  We, again, reminded you that the work to sand down all the walls prior to painting was outside of your approved project scope and contract. And we quoted you a price of .60 per square foot for that work. You replied that you had found another painting contractor who would sand and paint the main level for cheaper. At the time, we offered to release you from your contract and provided a second estimate that focused solely on the cleaning.
  
  We also suggested bringing in your adjuster, ***** ******, to act as a third-party mediator to review the imperfections that existed prior to your loss and determine if a supplement could be requested to cover the work. 
  
  On the following Monday, ****** met up with you in your exercise room. At that time, you said, “We love Rainbow Restoration, and would be happy to leave you a positive review and tell people you do great work.”
  
  I expect you would because we always go above and beyond for our customers. Not only did we sand and repaint numerous areas of the upper level upon your request, we even repainted the entire hallway because you decided that you didn’t like the sheen of the paint that you had personally selected.
  
  Not once through any of our many walk-throughs did you ever mention soot showing through the paint.
  
  Furthermore, you have had multiple contractors on-site throughout your project, one of which gouged the already-painted wall with a ladder below your attic access when he was checking insulation and pressure testing your HVAC system. He also left a sooty handprint on the cover to your attic access. (Which I assume is what you’re calling “soot showing through”.)
  
  We take photos of our job progress daily, and your suggestion that only one coat of paint was used is ridiculous. Not to mention the nearly $3500 that has been spent on paint for your project thus far. 
  
  Fact: On October 31, *** texted and requested that we sand all the walls going forward, stating: “Wanting to say the hallway upstairs looks much better after the sanding and painting!!! Is there a way to sand rest of walls before painting as well? Minus the rooms that are done already…”
  This indicates that we were in fact pleased with the condition of the walls and your claim that another drywall contractor would have to come in and replace the drywall is ridiculous.
  
  You ag**** to and approved one scope of work and then began expecting an entirely different one. You were requesting work that was not approved by your insurance adjuster, and not paid for in your insurance claim.
  
  Fact: Nowhere in the detailed line items of that estimate does it say: “sanding or repairing drywall”; or “removing brush strokes in paint” from previously poor repairs and paint jobs. Our team was working by an approved scope of work, and you went behind them and undercut every bit of progress pointing out frivolous imperfections that existed long before we arrived. That’s why this project has been delayed.
  
  Our team works with careful respect of homeowner’s personal belongings. However, by your signed contract, you still maintained the responsibility of moving delicate and breakable items out of the rooms prior to our scheduled arrival. Because you did not, our team was forced to work around them, moving them to the center of the room so they were not affected by dust or paint. You could have easily taken them out of the room at any time, as you were expected to do.  
  
  This job is unfinished because on Friday, November 17, by text *** stated: “******, we are in communication with our insurance company. The job is on hold at this time. Do not send anymore workers to the house till we communicate otherwise.”
  
  A walk through of every floor was performed and signed off on by you and your husband before we moved on to the next floor. Our final walk-through would have caught any incidental paint drips, and of course they would have been addressed without question. However, because you prevented our access, you again are in breach of contract.
  
  We aren’t in this business to “wrong” our customers, ******. I can only assume your patience is running thin because this project was taking longer than expected. And I can assuredly say, we feel the same way. We were doing work outside of the approved scope and it most certainly delayed the progress of your job, but there was not one day that we didn’t have our team on site, except for the days that you requested otherwise for family events.
  
  And we’re sure you didn’t like what your adjuster had to say about pre-loss conditions. ****** had multiple conversations with your adjuster, and we know that he would substantiate our position that the wall repairs were not part of the scope of work and therefore not covered under your policy or paid in your claim.
  
  Even still, because we were so intent on ensuring your satisfaction, we called in another painting contractor to assist. He took one look at the level of scrutiny that you were applying to even the tiniest visible brush stroke that he immediately opted out. He’s available for a statement indicating why he declined.
  
  Contractor beware.
  
  
  
  
  

  Customer Answer

  Date: 12/01/2023

  Master bath sink they cleaned purple

  paint rollers in... 

  Customer Answer

  Date: 12/01/2023

  Current condition of the walls

  Customer Answer

  Date: 12/01/2023

  Some random belongings boxed up. Others completely unprotected. At the meeting before we got started, we were told the only thing that we were responsible for taking off the wall was the kids artwork in the kitchen. They said they were going to box up and take care of everything else! ****** told us to store way personal belongings, like money and handguns.

   

  Customer Answer

  Date: 12/01/2023

  This is their quality work that we are supposed to be satisfied with. 

  Customer Answer

  Date: 12/01/2023

  Current condition of our house. This multi directional stroke pattern is what we observed on different walls throughout-prior to our request to have the walls sanded. The pictures above are the current condition of our home. 

  Customer Answer

  Date: 12/01/2023

  Current condition of a wall that's been over sanded and needs drywall repair to restore to original condition. 

  Customer Answer

  Date: 12/01/2023

  This is walls they "painted" mirrors they hung... as you can see holes/unpainted areas visible.

  Customer Answer

  Date: 12/01/2023

  Current condition of walls-visible paint drips. 

  Customer Answer

  Date: 12/01/2023

  Current condition of upstairs ceiling and upstairs bathroom ceiling-soot visible 

  Customer Answer

  Date: 12/01/2023

  The handprints on the attic access are ***** hands-we don't know why they keep accusing us of having an insulation crew out on that date. We have documentation on the day they were at the house. ***** hand print is there because he noticed the edges of the attic door were not painted... he pulled it down to see and this is what we got. The company painted the attic door with it closed-neglecting to paint the entire surface... edges untouched. 

  Customer Answer

  Date: 12/01/2023

  More examples of their quality work. Original paint showing through-paint drips on the trim. 

  Customer Answer

  Date: 12/01/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I am done going back and forth with events listed out of order and false claims being made. Let the posted pictures speak volumes of their work. 

  The job is not done. The work that has been done is not acceptable. We are now paying to repair damages they created. The company has walked away with 30,000$ for work that is less than acceptable and they are wanting more for a level that isn't even completed.. see pictures. 
  Sincerely,
  
  ****** ****